Delight Policyholders & Agents With an FNOL “Easy” Button

Allied Trust turned to Covenir for FNOL services in 2018. The Covenir team was trained to represent the Allied Trust brand, and to do it well.

FNOL service involves much more than answering the phone. In addition to learning Allied Trust’s Standard Operating Procedures, Covenir representatives learned how to keep delivery both accurate and welcoming. They also learned to verify coverages and notify adjusters, so every claim got off to a good start.

It was a big transition … and it took less than 30 days. “They did a fantastic job,” says Westra. “There were a lot of nuances to get right, and there could have been a lot of problems, however I was extremely pleased with the thoroughness of the prep and the success of the initial rollout,” he adds.

“It’s on us to make sure the customer is taken care of,” says Michael Saner, Operations Manager at Covenir. Saner has 20 years of claims management experience, and he knows exactly how important it is to handle claims right. “When an insured is calling us, it can be like 10 or 15 years of premium cashed in one transaction. Expectations are extremely high,” he explains.