Answer every call on the first ring.
Leads call after 5 PM and hit voicemail.
Est. deploy 2–3 weeksSee the walkthrough
Intake & Scheduling · Insurance
Build a complete first-notice claim packet.
Claims arrive with missing dates and documents.
For: Licensed claims intake leads and the team responsible for intake & scheduling in insurance.
01 · The outcome
What good looks like.
The team has a licensed-reviewer-approved FNOL packet, with source evidence and an explicit approval before any external action. Track fnol packets returned for missing information against a baseline; do not assume automation improves it.
A connected workflow that uses reported incident facts, policy reference, and carrier-required FNOL fields to organize the claimant's statements and flag missing facts without determining coverage. It produces a licensed-reviewer-approved FNOL packet.
Where AI helps, and where a person decides.
AI can organize the claimant's statements and flag missing facts without determining coverage. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The licensed claims intake lead verifies the source facts and approves the final action.
Licensed claims intake lead is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Licensed claims intake lead: Capture the source and scope
- Licensed claims intake lead: Review the proposed outcome
- Licensed claims intake lead: Release only the approved version
- Licensed claims intake lead: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: A policyholder reports a loss. Connect only reported incident facts, policy reference, and carrier-required FNOL fields. The licensed claims intake lead confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to organize the claimant's statements and flag missing facts without determining coverage. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a licensed-reviewer-approved FNOL packet against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Licensed claims intake lead has recorded approval or a reason to hold the item.
After explicit approval, save a licensed-reviewer-approved FNOL packet in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review fnol packets returned for missing information each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=insurance-fnol-intake
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- INSURANCE-FNOL-INTAKE-DEMO-001
- Trigger
- A policyholder reports a loss.
- Owner
- Licensed claims intake lead
- Prepared output
- a licensed-reviewer-approved FNOL packet
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- FNOL packets returned for missing information
Start with your tools.
Connect Agency management system, Carrier portal, Microsoft 365 through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
- For financial or insurance work, a properly licensed professional approves recommendations, coverage, suitability and binding actions. Apply the firm's supervision, retention and advertising rules.
Try this week / no DAVID required
A useful first step.
This week, have your licensed claims intake lead time five examples of this work. Use redacted copies of reported incident facts, policy reference, and carrier-required FNOL fields to make a licensed-reviewer-approved FNOL packet manually, then list which fields required judgment.
What to measure.
- FNOL packets returned for missing information
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
Related workflows.
Route every inquiry, 24/7.
Email, calls and webforms produce disconnected intake trails.
Est. deploy 3–5 weeksSee the walkthrough
Prepare every treatment start before arrival.
Missing forms delay the first treatment visit.
Est. deploy 4–6 weeksSee the walkthrough
Want this running in your business in 4–6 weeks?
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