What Clean Claims Support Looks Like Day to Day

In a clean claims support operation, every open claim has a defined follow-up schedule and the client always knows where things stand. In most agencies, claims support is entirely reactive. This page covers what clean claims support actually looks like day to day.

What clean claims support looks like day to day

FNOL documented and submitted completely. When a client reports a loss, the account manager documents it in the AMS and submits the FNOL to the carrier with all required information before the call ends.

Follow-up scheduled immediately. A follow-up activity is created in the AMS the moment the FNOL is submitted. The follow-up is not conditional on the client calling back.

Status communicated proactively to the client. The account manager contacts the client at each follow-up interval with a status update, even if the status is that nothing has changed. The client should never have to call the agency for a claims update.

Carrier escalation when warranted. If the claim is not progressing on the carrier’s standard timeline, the account manager escalates and documents the escalation in the AMS.

Frequently asked questions

How often should an agency follow up on an open claim?

Every five to seven business days for active claims, and every ten to fourteen business days for claims waiting on client information or third-party documentation.

What is the biggest claims support failure in small agencies?

Going silent after the FNOL. Scheduled follow-up — even when there is nothing new to report — is the single most impactful claims support practice a small agency can implement.

For the full back office framework: What a Clean P&C Back Office Actually Looks Like Day to Day

Talk to COVU about building a clean claims support operation for your agency

Based on COVU’s operational experience managing service operations across 50+ agencies and $200M+ in premium.