Insurance
FNOL at 2 a.m., filed correctly.
FNOL, the first report of a loss, almost never waits for business hours. It comes in the middle of the night, right after the loss happens. Captured wrong on that first call, it costs the case weeks before an adjuster ever opens the file.
A pipe just burst under my kitchen sink. Water's everywhere, and it's the middle of the night. I don't know where to even begin.
Let's get this on record first, then I'll send you a link to upload photos of the damage.
- photo_request → email
- claims.open
- tag_call
Your claim number is CLM-70452, and it's flagged for an adjuster to review first thing this morning.
What it handles
The claim work that keeps adjusters off the phone.
FNOL intake, any hour
A policyholder calls to report a loss, and the agent captures who, what, when, and where in structured fields, at 2 p.m. or 2 a.m.
Photo and document requests
The agent asks for photos of the damage and sends a secure upload link by email, so a claim never rides on a single blurry picture.
Policy coverage questions
A policyholder asks what is covered, and the agent answers by reading their actual policy document, not a generic FAQ that may not match their plan.
Claim status updates
A policyholder calls to check where a claim stands, and the agent answers straight from the claim record. No adjuster gets pulled off a review to pick up the phone.
Renewal and payment reminders
Reminders go out ahead of a renewal date or a due payment, by phone call and by email. Never a text message.
Escalation to an adjuster
When a case needs real judgment, the agent warm-transfers to an adjuster with the full case file attached, so nobody repeats a loss report they already gave once.
A short word on sensitive data
Every statement, on the record.
You decide how personal information is handled, and which parts of a claim always go to a person.
- Every statement transcribed and timestamped
- What a caller reports, and exactly when they reported it, is captured as it happens, not written up later from memory.
- PII handling modes: full, redacted, or none
- You decide how personal information in a transcript is handled, per agent. Nothing is scrubbed, redacted, or retained without your say.
- Escalation to your adjusters, with the case attached
- When a claim needs real judgment, the handoff carries the whole conversation and every detail gathered so far. No policyholder repeats a loss report to a person after telling it to the agent once.
- You decide which workflows run end to end
- You choose which parts of the claims process the agent handles on its own, and which ones always wait for an adjuster.
Zumu captures the loss report and routes anything requiring judgment to your adjusters. It does not evaluate coverage, approve a payout, or deny a claim. Talk to us about your specific requirements.
Works with your stack
Connects to the claims system and tools you already run.
- MCP servers
- Your own APIs and tools
- Your claims system, by tool call or API
- Webhooks
- Your knowledge base
Book a demo
Let your adjusters focus on judgment calls.
Put a Zumu agent on your claims line. It files every FNOL correctly the first time, and brings your adjusters in only when a case needs a person.