RENFROE® Claims Intake and Customer Service

Because claims are personal.

For many policyholders, the first time they ever speak to a representative from their insurance company is when they’ve just experienced a stressful life event. So why should that first call be anything but a positive and enjoyable interaction? Our FNOL and customer service specialists are trained in compassionate customer service and effective communication and can work from your facility or remotely from home. If your policyholders prefer a more self-service approach to their claims intake and management, we also have virtual and automated solutions.

Customized Claims Intake and FNOL Solutions

We say all the time that no claim is the same, and that’s true. But sometimes, it’s easy to lose sight of the fact that no policyholder is the same, either. That’s why there’s no one-size-fits-all solution to claims intake. Some of your customers prefer the reassuring voice of another person on the other end of the line saying, “don’t worry, we’ve got this.” Yet others may be happier to never speak with a live person if they can help it. We’ll work with you to figure out what solution or combination of solutions is right for you and your customers.

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Telephone-Based Claims Intake

RENFROE can staff your claims intake centers with trained and qualified FNOL specialists. If you operate in a more decentralized model, we can provide a remote workforce that will act as a virtual call center for all your claims intake needs. Our specialists are trained to communicate effectively while maintaining a compassionate and professional demeanor on the phone.

Telephone-Based Claims Intake

RENFROE can staff your claims intake centers with trained and qualified FNOL specialists. If you operate in a more decentralized model, we can provide a remote workforce that will act as a virtual call center for all your claims intake needs. Our specialists are trained to communicate effectively while maintaining a compassionate and professional demeanor on the phone.

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Automated Claims Intake

We partner with various insuretech providers to deliver automated claims intake solutions for our clients. With this capability, you can provide your customers a fast and hassle-free way to report their loss and start a claim from their computer or mobile device. RENFROE can even automate your claims triage to deliver a no-touch or light-touch solution for the initial steps of your intake process.

Automated Claims Intake

We partner with various insuretech providers to deliver automated claims intake solutions for our clients. With this capability, you can provide your customers a fast and hassle-free way to report their loss and start a claim from their computer or mobile device. RENFROE can even automate your claims triage to deliver a no-touch or light-touch solution for the initial steps of your intake process.

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Chat- and SMS-Based Customer Service

While RENFROE offers all of our clients a standard call-center approach to customer service, we now also provide semi-automated and fully automated chat- and SMS-based (text message) customer service enhancements. As we move a claim through the adjusting process, we can send automatic milestone-based notifications to a policyholder’s mobile device or email address to keep them apprised of the status of their claim. Additionally, using our own customer service specialists or AI-driven bots, we can provide your policyholders with answers to many of their questions via mobile and desktop chat. This frees up phone lines for more complex or critical conversations and gives quick access to your customers 24 hours a day if desired.

Chat- and SMS-Based Customer Service

While RENFROE offers all of our clients a standard call-center approach to customer service, we now also provide semi-automated and fully automated chat- and SMS-based (text message) customer service enhancements. As we move a claim through the adjusting process, we can send automatic milestone-based notifications to a policyholder’s mobile device or email address to keep them apprised of the status of their claim. Additionally, using our own customer service specialists or AI-driven bots, we can provide your policyholders with answers to many of their questions via mobile and desktop chat. This frees up phone lines for more complex or critical conversations and gives quick access to your customers 24 hours a day if desired.

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