Voice of the Policyholder Survey: FNOL’s Impact on Claim Satisfaction

Survey Reveals FNOL Experience Directly Correlates with Overall Claim Satisfaction

To explore policyholders’ experiences with first notice of loss (FNOL) and how carriers can improve this crucial first step, Hi Marley commissioned an independent survey of 800 U.S.-based adults who filed an insurance claim for their home, dwelling or automobile in the past three years.

Download the survey report to uncover policyholder preferences, what aspects of FNOL have the most significant impact on the claim experience, and how carriers can improve FNOL to streamline the claims process, reduce cycle time, and improve customer satisfaction.

Policyholders want to tell their story in their own words and trust that the carrier can capture the details they need upfront.

FNOL can make or break the claims experience

68% of respondents said FNOL impacted overall claim satisfaction

The data shows that the initial reporting experience can influence the claim experience.

86% reported being satisfied with their claims experience if they only reported details once.

That number drops to 7% if respondents had to repeat details about their incident 6+ times.

72% could send photos and videos of the incident with their initial report

Ability to share photos and videos at FNOL streamlines the claims process.

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