Every channel. One structured record.
P&C carriers receive first notices of loss across a mix of channels — phone, IVR, web portal, email, mobile app, and agent submission. Fnolwise normalizes every channel's input into a single structured record aligned to ACORD fields, regardless of how the claim arrived.
Six channels, one intake process
Carriers that receive FNOLs across multiple channels face a normalization problem: each channel produces a different data shape. Phone produces a verbatim transcript; email produces unstructured text; a web portal produces structured fields — but only the ones the claimant filled in. Fnolwise handles the normalization layer so your CMS receives a consistent record regardless of channel.
Phone
Inbound calls to your claims intake line are processed via speech-to-text and structured extraction. Fnolwise identifies claimant identity, policy number, incident description, and contact fields from the call transcript. Supports integration with existing telephony infrastructure.
IVR
Interactive voice response submissions arrive as structured field outputs from your IVR tree. Fnolwise maps IVR output fields to ACORD field positions, filling gaps with inference from available data. Particularly common for auto claims from carriers using self-service IVR flows.
Web portal
Claimant-submitted web portal FNOLs arrive in structured form. Fnolwise ingests the portal submission, validates required ACORD fields, and flags incomplete submissions for intake follow-up before routing to the adjuster queue. Reduces adjuster callbacks for missing information.
FNOL emails — from claimants, policyholders, or agents — are processed via structured extraction. Fnolwise parses policy identifiers, incident details, and contact fields from the email body and any attached documentation, converting unstructured text to a structured record.
Mobile app
Mobile FNOL submissions — including photo and video attachments — are ingested and structured. Photo metadata (location, timestamp) is extracted and recorded as part of the triage record. Media files are associated with the claim record in your CMS for adjuster review.
Agent submission
Producer-submitted FNOLs arrive via agent portals or direct carrier submissions. Fnolwise handles agent-submitted claims with the same triage pipeline as direct claimant submissions — including coverage verification against the policy the agent holds for the claimant.
ACORD 1, 2, and 4 field mapping
Regardless of intake channel, Fnolwise structures the FNOL record against the relevant ACORD form template. This ensures downstream adjuster systems and CMS integrations receive data in a consistent format.
| ACORD Form | Coverage Type | Key Fields Captured | Primary Channel Sources |
|---|---|---|---|
ACORD 1 |
Commercial Property Loss Notice | Insured name and address, policy number, date and time of loss, location of loss, description of loss, estimated amount, coverage type | Phone, web portal, email, agent |
ACORD 2 |
Personal Auto Loss Notice | Insured name, vehicle identification, policy number, accident date and location, description of accident, injured parties, driver information | Phone, IVR, mobile app, web portal |
ACORD 4 |
General Liability Loss Notice | Insured name, policy number, claimant information, nature of injury or damage, location, witnesses, contributing circumstances | Phone, email, agent, web portal |
ACORD field mapping is configured during pilot setup to align with your specific form version requirements. Fnolwise supports ACORD standard form versions in active carrier use. Carriers using carrier-specific ACORD overlays or extensions can provide field mapping documentation during integration scoping.