Question 1

What does a warranty claim processing system automate at FNOL?

Accepted Answer

First notice of loss is the intake step. ProPay answers the contact, identifies the caller, pulls the contract, validates coverage against your terms, captures the failure detail, and writes the claim into your system of record, twenty-four hours a day.

Question 2

Which channels can claims arrive on?

Accepted Answer

Web form, chat, SMS, and voice. The same sequence runs on all of them, so a claim filed by text is validated and written back exactly as a claim filed by phone is.

Question 3

Is coverage validated during intake or after?

Accepted Answer

During. Contract status, coverage, and exclusions are checked against your terms before the claim is created, so an ineligible claim is caught at the front door rather than after a technician has been assigned.

Question 4

What happens when the agent cannot handle a request?

Accepted Answer

It transfers to your team with the transcript, the verified contract details, and every field captured up to that point, so your agent opens with full context rather than starting the call again.

Question 5

Where does this sit in our existing phone tree?

Accepted Answer

Behind an existing menu option. Callers who select claim intake route to the agent while every other option continues through your current flow, so no telephony migration is required.

Question 6

Do we need to disclose call recording?

Accepted Answer

Yes, and ProPay handles it. A disclosure plays at the start of every call with wording configurable to your jurisdiction and compliance policy, and transcripts and audit logs are retained for every interaction.

AI claim intake over voice, text, sms, and chat

AI claim intake over voice, text, sms, and chat

AI claim intake over voice, text, sms, and chat

Remove intake cost from every claim

Absorb call volume without adding headcount

Capture structured symptom data on every claim

Eliminate hold times and after-hours voicemail

End-to-end FNOL intake, automated with AI

Via Voice, SMS, or Chat

End-to-end FNOL intake, automated with AI

Via Voice, SMS, or Chat

84%

<1s

6 mins

100%

24/7

"At the individual claim level, the notes and triage information are helping the team make better dispatch decisions. The people using it day to day are seeing real value, and it's making their jobs easier."

"At the individual claim level, the notes and triage information are helping the team make better dispatch decisions. The people using it day to day are seeing real value, and it's making their jobs easier."

Ryan, director of service operations

Ryan, director of service operations

Ryan, director of service operations

HOMESCRIPTION

HOMESCRIPTION

HOMESCRIPTION

Pick up every intake contact in under a second, over voice, text, chat, or web

Pick up every intake contact in under a second, over voice, text, chat, or web

Match the caller to their contract and confirm address and coverage before intake begins

84%

handled autonomously

Match the caller to their contract and confirm address and coverage before intake begins

84%

handled autonomously

Capture appliance, symptom, and where available model and serial as structured data

Capture appliance, symptom, and where available model and serial as structured data

Write the claim back into your claims system with full context and a clean handoff to dispatch

100%

claims written back

Write the claim back into your claims system with full context and a clean handoff to dispatch

100%

claims written back

Route anything outside your rules to a human with the transcript and every captured field attached

16%

Contacts escalated to a human

Route anything outside your rules to a human with the transcript and every captured field attached

16%

Contacts escalated to a human

Our FNOL agent answers every intake contact in under a second and handles 84% of them end to end, removing six minutes of handling time from every claim.

Multi-channel by design. Or launch one at a time.

Voice

Text

Web / Chat

Sprint in parallel with your existing roadmap

30d

to go-live

Hands-on

Hands-on

onboarding

Enterprise-Grade Security and Red Team Approved

SOC 2

Type 1

SOC 2

Type 2

Integrates into legacy stacks

150+

integrations

"I ran through this for a fridge issue I had… the feedback was instantaneous. A virtual diagnostic but 48 hours faster."

Senior Director, Service Network

Senior Director, Service Network

Senior Director, Service Network

HOME SERVICES

HOME SERVICES

HOME SERVICES

Questions about FNOL automation

Transform your claims journey

Transform your claims journey

Transform your claims journey

Contacts
escalated to a human

Contacts
escalated to a human

Multi-channel by design.
Or launch one at a time.

Transform your
claims journey