Falcon Insurance Group has selected Liberate Voice AI FNOL to modernise its first notice of loss (FNOL) process, aiming to provide a bilingual, 24/7 claim response.
As a non-standard auto insurance carrier and managing general agent, Falcon operates across several US states including Arizona, Colorado, Illinois, Indiana, Oklahoma, Texas and Utah.
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The company is looking for a new FNOL solution that can be scales while ensuring consistency and uniformity in terms of claims response.
With Liberate Voice AI FNOL integration, Falcon can collect essential claims information 24/7.
Liberate’s technology was previously integrated with Falcon’s core policy management and claims system, Insuresoft.
The initial phase of Falcon’s Liberate Voice AI FNOL implementation is scheduled to commence in early March.
In phase two, Falcon intends to connect the solution to its text message provider and introduce a digital FNOL option.
Liberate CEO Amrish Singh said: “Like call centres, our solution provides bilingual and affordable options for insurers. But unlike call centres, our solution delivers 100% consistent customer service with zero wait times – and that is true 24/7.”
Falcon chief technology officer Brandon Miller said: “We chose Liberate due to the quality of the engineering team, the honesty of the management team and the quality of the claims accuracy. If we don’t receive the FNOL right away, important details are forgotten. We find that many people don’t like completing forms, so a 24/7 phone option is important to us.”
In November 2024, home and auto insurance provider Branch collaborated with Liberate to simplify the claims process by using digital FNOL and Voice AI technology.
