How Moxo simplifies FNOL intake, evidence submission, and SLA management

At a glance

The first notice of loss (FNOL) defines the policyholder experience, but many insurers still rely on slow, fragmented intake processes.

Logins, email threads, and manual checks create friction when customers expect speed and clarity.

Moxo enables zero-login intake with Magic Links, AI-powered document validation, automated routing, and SLA dashboards.

Branded client portals help insurers cut cycle times, stay compliant, and build lasting customer loyalty.

‍

The bottleneck in claims intake and follow-ups

Traditional FNOL handling relies heavily on manual email chains, static PDFs, and disjointed updates. Every missing attachment or delayed approval stretches the claims cycle, frustrating customers and inflating costs.

As digital-first expectations rise, insurers are realizing that intake, evidence collection, and SLA tracking must operate in a single, automated system, one that connects claimants, adjusters, and managers in real time.

Why FNOL needs modernization

• Disjointed channels: Claimants share details via calls, emails, or portals, creating fragmented records.
• Manual evidence tracking: Missing or invalid documents often halt processing.
• Invisible SLAs: Without automated monitoring, adjusters struggle to prioritize or escalate on time.

Automation replaces this friction with traceable, compliant workflows, improving both operational performance and client satisfaction.

‍

The problem with FNOL today

Policyholder friction

Asking claimants to create logins or download apps before reporting a loss leads to abandonment. At a high-stress moment, convenience equals trust.

Evidence bottlenecks

Photos, receipts, and reports are often incomplete or poor quality. Adjusters spend hours chasing missing files, leading to delays and leakage.

SLA exposure

Routing delays and siloed systems risk SLA breaches. Regulators demand transparency, but spreadsheets and manual logs don’t hold up.

Competitive threat

Digital-first carriers already promote “instant claims.” If your FNOL feels dated, renewal is at risk.

‍

Why it matters now

Churn risk

According to McKinsey, 70% of policyholders who experience a poor claims process will not renew their policy (source). FNOL is often the deciding factor.

Regulatory pressure

Insurers face mounting compliance requirements around SLA reporting and evidence handling. Moxo’s security framework — SOC 2, SOC 3, GDPR, HIPAA, encryption, and audit trails — keeps FNOL regulator-ready.

Digital urgency

Competitors position digital-first FNOL as their key differentiator. Delaying modernization risks both compliance penalties and market share.

‍

Solution criteria: What insurers need

Zero-friction intake

Policyholders should be able to start FNOL instantly. Magic Links enable secure, app-free access.

AI validation

Evidence must be checked for completeness, fraud risk, and quality. Moxo’s AI agents make this automatic.

SLA routing

Workflows should trigger assignments and escalations to ensure commitments are met. Moxo workflows handle this seamlessly.

Secure compliance

Every file, signature, and interaction must be encrypted, role-based, and logged for regulators. Moxo’s compliance controls ensure audit-ready governance.

Seamless integrations

The solution should plug into existing policy admin, CRM, and payment rails. Moxo integrations cover DocuSign, Jumio, and more.

‍

How Moxo simplifies FNOL, evidence submission, and SLA management

1. Streamlined FNOL intake in minutes with Magic Links

Instead of portals and passwords, Moxo provides secure Magic Links. A claimant clicks an SMS or email link and lands directly in a branded intake flow to upload files, complete forms, and sign documents in minutes.

Mini-case example: A Tier-1 auto insurer cut FNOL intake time from 45 minutes to 15 using Moxo Magic Links. Policyholders described it as “dramatically easier.”

G2 review snippet: “Clients don’t need an app or login. It feels modern and seamless. FNOL drop-off decreased immediately.” — Director of Claims Operations

2. Seamless evidence capture & AI checks

Claimants and partners can securely upload documents, images, and videos directly into the workflow.

Built-in validation ensures files meet format and completeness criteria, while real-time notifications update all stakeholders when new evidence arrives.

FNOL evidence collection is often a drag on cycle times. Moxo’s AI agents review photos, receipts, or police reports at submission, flagging poor quality or suspected tampering.

Adjusters spend less time chasing missing documents and more time resolving claims.

Analyst insight: Gartner notes AI-driven document validation can reduce rework by 60%. Moxo operationalizes this within its document collection workflows.

3. Routing & SLAs

Each workflow includes SLA timers, reminders, and escalation paths. If a review or approval breaches its deadline, the task auto-routes to the next-level reviewer or manager.

Dashboards display SLA compliance rates and highlight bottlenecks before they affect customers.

Every FNOL submission reaches the right handler instantly. Moxo’s routing adapts to severity, claim type, or geography. SLA timers trigger reminders and escalations to prevent breaches.

Case example: A global carrier improved SLA compliance from 78% to 96% after rolling out Moxo routing and escalation flows.

See how Moxo workflows optimize operations.

4. Status comms & dashboards

Policyholders want visibility, not phone tag. With Moxo, they get real-time updates in a secure portal. Adjusters can request documents or confirm receipt instantly.

Managers access dashboards showing SLA adherence, leakage, reopen rates, and subrogation recovery — all segmentable by line of business or region.

Rhetorical check: Would you invite a client into your current claims process? With Moxo, the answer is yes.

Explore Moxo dashboards and reporting.

5. Audit-ready compliance and visibility

Every claim interaction, from FNOL to settlement, is automatically logged with user IDs, timestamps, and document histories. This creates full transparency for audits and regulatory checks without extra admin work.

‍

Build it in Moxo

Moxo helps insurers move from manual claims coordination to a fully automated, compliant, and client-friendly process. Every stage—from intake to payout—happens inside one secure, connected system that improves speed, transparency, and accuracy.

Create a new flow with a template

Start fast with a prebuilt claims template in Moxo’s no-code workflow builder. It includes ready-to-use steps for intake, document collection, and approvals, which insurers can customize for specific lines of business.
Result: Faster setup, fewer manual handoffs, and consistent client experiences.

Example: A mid-sized insurer deployed Moxo’s claims template in under four weeks and reduced client complaints related to claims delays by 45%.

Add actions that matter

Moxo combines every claim action in one place:

• Intake forms capture structured data for faster triage.
• File requests and document collection happen automatically, eliminating email back-and-forth.
• Approvals route intelligently to reviewers with escalation logic through automated workflows.
• eSignatures finalize settlements securely inside the client portal.
  

All interactions occur in a branded workspace where adjusters and clients collaborate in real time—no spreadsheets or scattered threads.

Add controls for compliance

Use workflow branches, thresholds, and milestones to keep every claim on track. SLA timers ensure timely follow-ups, and compliance rules are built directly into the flow.

Moxo’s security architecture and audit trails make every action traceable and regulator-ready.

Result: Consistent execution and stronger governance at scale.

Automations and integrations

Connect Moxo to policy admin systems, CRMs, and payment platforms like DocuSign and Jumio to eliminate manual re-entry and ensure data accuracy.

Automations can send reminders, flag missing data, and escalate overdue reviews.

Result: Faster cycle times and fewer settlement errors—one TPA reduced manual payment errors by 80% using Moxo’s connected workflows.

Magic links and real-time notifications

With magic links, policyholders, brokers, and providers can securely access claim progress without creating accounts.
Real-time notifications keep everyone informed as the claim advances.

Result: transparent experiences that boost client satisfaction and retention.
A G2 reviewer shared, “Our clients loved the portal. For the first time, they didn’t need to email us for updates—everything was transparent and real-time.”

Track KPIs in reporting

Monitor performance through real-time dashboards that track cycle times, bottlenecks, and SLA breaches. Reports can be filtered by region, product line, or adjuster.
Result: Actionable insights that drive continuous improvement.

Real-world impact

• Cycle times reduced by 40–60%.
  
• Fewer SLA breaches and manual chases.
  
• Improved customer satisfaction and retention.

A regional insurer using Moxo to handle FNOL and evidence submission saw cycle times drop by half within a quarter, while audit readiness improved across all business lines.

Book a demo today to see how Moxo FNOL can deliver measurable ROI for your claims operation.

‍

Bringing it all together

FNOL is where loyalty is either won or lost. Carriers who modernize with Moxo see faster cycle times, regulator-ready compliance, and policyholders who stay. Those who delay face churn, leakage, and rising regulatory risk.

Moxo provides the zero-login, AI-enabled, SLA-driven FNOL solution insurers can implement in weeks, not months.

Book a demo today to see how Moxo FNOL can deliver measurable ROI for your claims operation.

‍

FAQs

How does Moxo pricing work for FNOL?

Moxo uses flexible, usage-based pricing that scales with claim volume. You only pay for what you need.

How quickly can FNOL flows be deployed?

Most insurers launch within 4–6 weeks using Moxo’s prebuilt templates and integrations.

Is Moxo secure and regulator-ready?

Yes. Moxo is SOC 2, SOC 3, GDPR, HIPAA compliant with audit trails, encryption, and role-based access.

Can Moxo integrate with my claims core system?

Absolutely. Moxo connects to policy admin systems, CRMs, and payments through APIs and no-code connectors.

What ROI can I expect with Moxo FNOL?

Carriers report up to 40% faster intake, 75% more adjuster capacity, and 50% fewer SLA misses.

‍