AI FNOL Intake Agent

How Cassidy automates FNOL Claims Intake using AI

Step 1: Trigger on new loss report

The Workflow activates when a claimant initiates contact—whether through an AI voice agent, chat, SMS, or web form—and immediately begins identity verification and policy lookup via your PAS/CRM.

Step 2: Capture and validate claim details

Cassidy guides the claimant through a dynamic, LOB-specific interview, extracting structured data (incident date, location, parties involved, damage description) and validating each field in real time against policy terms and coverage dates.

Step 3: Ingest evidence and documentation

The Agent sends secure links for photo, video, and document uploads. Cassidy extracts metadata, runs OCR on police reports or receipts, and attaches everything to the claim record with full audit trails.

Step 4: Score severity and screen for fraud

Rules and ML models assess claim complexity, coverage likelihood, and fraud risk. High-severity or flagged claims route to SIU or senior adjusters; low-complexity claims move to fast-track queues.

Step 5: Create claim and launch downstream Workflows

Cassidy auto-creates the claim and exposures in your claims management system, sets initial reserves, opens tasks and SLA timers, and triggers vendor dispatch or appraisal Workflows as needed.

Step 6: Confirm and communicate with the claimant

The claimant receives instant acknowledgement with their claim number, next steps, and a checklist of any required documents. Proactive status updates flow via SMS, email, or app—with Human-in-the-Loop escalation for sensitive cases.