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Insurance Quote
Concierge agent · 1.8K uses
Concierge Agent
Insurance Claims Intake Form Template
The claim experience starts at first notice of loss. Instead of a hold queue or a blank ACORD form, policyholders describe what happened in their own words while the conversation collects incident details, parties involved, damage, and photos — and reassures them about what comes next.
Complete FNOL from the first report
Urgent losses escalated instantly
No hold queue, 24/7
Used 1,450+ times
Preview coming soon
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
Policy number & policyholder contact detailsDate, time & location of lossLoss type (auto, property, liability) & causeParties involved, witnesses & injuriesDamage description & photosPolice or incident report detailsVehicle drivability / property habitabilityPreferred contact method for the adjuster
Questions it always asks
The core fields every response captures.
Always confirm the policy number, date of loss, and loss location
Ask whether the damage has been photographed and offer to collect the photos
How it adapts
Follow-ups that change based on what people say.
If anyone was injured, capture the details first and flag the claim as urgent
If it's an auto loss, ask whether the vehicle is drivable and where it is now
Where it routes people
Different paths for different answers.
Route injury claims straight to a senior adjuster
Send glass-only auto claims to the fast-track queue
Automations it can trigger
Actions that fire the moment a response comes in.
Open a claim in Guidewire with the structured FNOL summary
Create a Zendesk ticket for the claims team with urgency flags
Sync loss details to Duck Creek for reserving and assignment
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI template works
A policyholder reports a loss right after it happens — from your website, a link in your renewal emails, or a QR code on their ID card. The conversation adapts to the loss type (auto, property, liability), walks them through it one question at a time, and flags urgent situations like injuries or an unlivable home for immediate escalation. Adjusters open a structured FNOL summary instead of chasing missing details.
Getting started
- 1
Share your current FNOL form or call script—we'll convert it to a conversation
- 2
Define what your adjusters need to open a claim for each line of business
- 3
Set escalation rules for injuries, total losses, and time-sensitive damage
- 4
Publish the link on your website, emails, and policy documents
Template Details
- Agent Type
- Concierge
- Category
- Insurance
- Industry
- Insurance
- Business outcome
- Improve customer satisfactionOperate more efficiently
- Job to be done
- Handle requests & applications
- Journey stage
- Engagement
- Integrations
- Guidewire, Duckcreek, Zendesk
- Times Used
- 1,450+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Static claim forms present every field at once — policy numbers, dates, third parties, damage descriptions — right after a stressful loss. Policyholders abandon mid-form or call your office instead, putting the intake burden back on staff.
- A form can't triage. An injury claim and a cracked windshield land in the same queue, so urgent losses wait behind routine ones and adjusters spend their first touch re-sorting instead of adjusting.
- Fixed fields miss the narrative. 'Describe the damage' in a 200-character box produces fragments, and adjusters spend the first call re-asking everything the form was supposed to capture.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- A guided conversation collects the same FNOL details one question at a time, in plain language, with empathy — so policyholders finish the report in one sitting, at the roadside or the kitchen table, without calling your office.
- The conversation triages while it collects: injuries, unlivable homes, and undrivable vehicles get flagged and escalated immediately, while routine losses flow to the right queue automatically.
- Policyholders tell the story in their own words while the AI maps it to structured claim fields and asks the follow-ups an experienced adjuster would — what happened before, who else was involved, what's been done since.
What is a first notice of loss (FNOL) form?
First notice of loss is the initial report a policyholder makes to their insurer or agent after damage, theft, or an accident — the event that opens a claim. A FNOL form collects the policy details, loss circumstances, parties involved, and damage documentation the claims team needs to assign an adjuster and set reserves. Because FNOL happens at the most stressful moment of the policy lifecycle, the intake experience disproportionately shapes how policyholders judge their insurer. This template replaces the static FNOL form and the call-center hold queue with a guided AI conversation that captures a complete, structured loss report the moment it happens.
FAQ
Frequently Asked Questions
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Forms are costing you business
Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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