AI for Insurance Claims Intake That Captures Every Detail and Starts the Process While Your Adjusters Handle Active Cases
A first notice of loss (FNOL) call comes in at the worst possible time—after a car accident, a house fire, a burst pipe at 2 AM. The claimant is stressed, the details are fresh, and every minute of delay risks incomplete information and a worse customer experience. But your adjusters are already managing 40–60 open claims each. SkipCalls handles every intake call immediately, so no claim falls through the cracks and no claimant waits on hold.
The Problem with Manual Claims Intake
Claims calls don't follow a schedule. A hailstorm hits and your phones light up with 50 calls in an hour. A multi-car pileup happens at 11 PM and callers need to report it now. Your adjusters are already stretched thin with existing caseloads—and every unanswered FNOL call means a claimant who's already upset gets even more frustrated.
- Claims adjusters can't take new intake calls while they're on the phone with body shops, contractors, or policyholders on existing claims—so new FNOL calls go to hold queues that average 8–15 minutes.
- Each claims intake call takes 10–15 minutes to collect incident details, policy number, involved parties, injuries, photos, and contact information—time adjusters don't have when they're managing 50+ open files.
- After-hours incidents (accidents, weather damage, break-ins) represent 40% of claims but often don't get reported until the next business day, when critical details have faded from memory.
- Incomplete initial reports—missing policy numbers, unclear incident descriptions, wrong contact info—create back-and-forth that delays the claim by days and frustrates policyholders.
- During catastrophe events (storms, floods, wildfires), call volume can spike 10–20x and even fully staffed agencies can't keep up, leading to abandoned calls and regulatory complaints.
The SkipCalls AI Solution
SkipCalls works like an AI claims intake specialist on your agency's phone line. It answers in a calm, empathetic voice, walks the caller through your FNOL process (incident type, date and location, policy number, involved parties, injuries, property damage description, photos, witness information), and delivers a complete, structured claim report to your adjusters so they can begin processing immediately.
Capture claims the moment they happen
Every FNOL call gets answered instantly—no hold queues, no voicemail, no next-day callbacks. The AI collects incident details while they're fresh in the caller's mind, producing more accurate and complete initial reports.
Free up adjusters for claims they're already working
Your adjusters stop getting pulled away from active case management to take intake calls. The AI handles the structured data collection so adjusters receive ready-to-process reports instead of raw phone calls.
Handle catastrophe-level call volume without temp staff
When a storm or disaster spikes your call volume by 10–20x, the AI scales instantly. No hiring temp agents, no 45-minute hold times, no abandoned calls that turn into complaints with the state insurance department.
Serve policyholders in English and Spanish
SkipCalls handles claims intake in both English and Spanish, so Spanish-speaking policyholders can report claims clearly and completely without language barriers delaying the process.
How Insurance Claims Intake Works
Here's what a real claims intake call looks like. The caller gets a calm, professional experience during a stressful moment, and your adjusters get a complete, structured report.
1) The call gets answered immediately
"I need to report a car accident. It just happened about an hour ago."
"I'm sorry to hear that. I hope everyone is okay. Let me help you file this claim right away. First—is anyone injured and in need of medical attention right now?"
2) The AI collects incident and policy details
"Can you give me your policy number? It's usually on your insurance card or your app."
"It's AUT-7743921."
"Thank you. When and where did the accident happen?"
"Today around 3:15 PM, at the intersection of Main and 5th Street."
"And can you describe what happened?"
"I was stopped at a red light and the car behind me rear-ended me. Pushed me into the car in front."
3) The AI captures involved parties and damage
"Were there any other drivers involved? Do you have their information?"
"The driver behind me gave me his insurance—it's State Farm, I have his policy number."
"Great, go ahead."
"SF-88210034. His name is David Park."
"Thank you. Can you describe the damage to your vehicle?"
"Rear bumper is crushed, trunk won't close, and the front bumper has a crack from hitting the car ahead."
4) Your adjuster gets a structured claim report
Your team receives: "FNOL • Auto collision • Policy AUT-7743921 • Incident: Rear-end chain reaction, Main & 5th St, today 3:15 PM • Insured: rear + front bumper damage, trunk inoperable • Third party: David Park, State Farm SF-88210034 • No injuries reported • Police report filed #MPD-2024-8847 • Contact: (555) 912-3456."
Frequently Asked Questions
What types of claims can the AI handle?
You configure the intake flows for each claim type your agency handles. Auto claims might collect accident details, other driver info, and police report numbers. Homeowner claims might collect damage descriptions, weather event details, and contractor estimates. Workers' comp might collect injury details, incident circumstances, and witness names. Each claim type gets its own question flow tailored to what your adjusters need.
How does it handle callers who are upset or in distress?
The AI speaks in a calm, empathetic tone and always checks on immediate safety first. It acknowledges the caller's situation ('I'm sorry this happened'), moves at the caller's pace, and focuses on collecting the essential details without making the person feel rushed. If a caller is too distressed to continue, the AI collects their callback number and ensures a human adjuster follows up promptly.
Can it handle catastrophe-level call spikes?
Yes—this is one of the biggest advantages. When a major weather event or disaster spikes your call volume, the AI handles every call simultaneously with no hold times. Whether you get 5 calls or 500 calls in an hour, each caller gets answered immediately and each FNOL report is delivered complete. No temp staffing, no overflow services, no abandoned calls.
Is the data secure and compliant?
SkipCalls encrypts all call data in transit and at rest. We do not use policyholder information for training or marketing purposes. The AI collects standard FNOL information—the same details your staff would collect over the phone. We recommend reviewing the setup with your compliance team to confirm it meets your specific regulatory requirements.
What if a caller has a question about their coverage?
The AI is configured to collect claim information, not to interpret policy coverage. If a caller asks whether something is covered, what their deductible is, or how the claims process works, the AI explains that an adjuster will review those details and follows up by collecting the claim information. This prevents incorrect coverage statements while still moving the intake process forward.
Ready to Streamline Claims Intake Without Adding Adjusters?
Turn every FNOL call into a complete, structured claim report—instantly. SkipCalls gives you AI for insurance claims intake—24/7—for $199/year, so your adjusters stay focused on resolving claims while every policyholder gets immediate, empathetic service.