As a light turns green, a driver, whom we'll call Bob, proceeds into the intersection. Moments later, Bob is broadsided by another car, becoming one of the more than 5 million traffic accidents reported in the U.S. each year, according to National Highway Traffic Safety Administration (NHTSA) data.
Fortunately, both Bob and the other driver carry automobile insurance. They exchange information, and each begins the process of filing a claim. This article, the first in a series of three, follows the path that Bob's claim will take during the initial phase.
Now Bob's first step is to contact his insurer, thereby creating a first notification of loss (FNOL). In this case, he reaches a call center. The information he provides and the evidence the call center representative gathers will have a direct impact on the outcome of the loss. For Bob's insurer to resolve his claim, the representative must complete the investigation by ascertaining proper coverage, as well as the extent of the damages and liability. The representative asks Bob a few questions, adding that an adjuster will be in touch.
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