Implementing Aerial
Measurement Reports at FNOL
how To Increase efficiency and eliminate Supplemental Claims
InSuRAnCe CARRIeRS eASIly rec-
ognize the value of using an indepen-
dent third party to provide precise roof
measurements in the event of a property
claim involving roof damage. They know
they can rely on EagleView®Technologies,
the inventor of 3D aerial measurement
technology, to provide accurate roof mea-
surements in property claims situations.
EagleView uses its patented software to
provide measurements that all parties
involved can easily agree on when deter-
mining repair or replacement costs.
Ordering the EagleView
report from the point of
FNOL resulted in some
positive outcomes for
the carrier.
developed a test group within our com-
pany that would order the EagleView
from the first notice of loss (FNOL), and
we monitored those claims throughout
their lifecycles to track improvements or
losses in efficiency.”
Ordering the EagleView report from
the point of FNOL resulted in some posi-
tive outcomes for the carrier. The first
benefit, depending on the claim dam-
age, was the ability for the adjuster
to know more about the claim, and in
some cases desk adjust, closing the
claim without leaving the office.
In addition to the benefit of having an
accurate roof measurement on every
claim, the carrier found that its adjusters were able to produce estimates
faster, reduce the number of interactions with the homeowner, and effectively close the claim faster. Previously its
adjusters had been closing an average
of four claims each day. After the group
began ordering the EagleView at FNOL, it
increased the number of claims closed
in a day to seven, which translated to an
efficiency increase of 40 percent.
“Besides the productivity increase in
the numbers of claims closed per day,
we were really excited about the elimina-
tion of supplementals during this test,”
the carrier adds. “We averaged about
two supplemental claims per week in
the past. After using EagleView from
FNOL, we took that number to zero.”
In examining the reasons behind the
supplemental claim numbers, it was de-
termined that because the carrier had
an exact roof measurement on every
claim, not just the ones where the ad-
juster made the decision to order one,
there was no dispute with the roofing or
replacement contractors.
The carrier that initiated the study
with EagleView received an additional,
unexpected cost-saving benefit: Prior to
the study it typically relegated measurements of small, up-and-over style roofs
to the claims adjuster with the belief that
these are simple and do not take much
time to measure. The cost of the EagleView report turned out to be less than
the cost of paying an adjuster to measure. The company has since changed its
practice, relying on the adjuster to field
verify damage and relying on EagleView
to provide roof measurement reports for
all properties, no matter the size.
Faster closing of claims, fewer interactions with the homeowner, shorter
overall claims cycle time, accurate estimates, and payouts that are fair and
agreed upon by all parties involved ultimately leads to a happier customer.
Happier customers lead to increased
customer satisfaction scores. G
