Claims and policy service customers can finish in-chat.
FNOL, status checks, and document capture on WhatsApp and voice—grounded in approved scripts, with warm handoff and full transcripts for your specialists.
First-line intake
Thread per policyholder
Chat + voice + email
Ready transcripts
Every escalation
Accidents do not wait. Your queue does.
Policyholders call in panic or message at night. Staff re-type FNOL details. Documents arrive blurry over email. Sales and service never share the same history.
Calm intake. Controlled answers. Clean escalation.
Industry workflows guide motor and general FNOL, capture documents in-thread, and route to humans with policy context—knowledge-bound agents and audit trails included.
From first message to measurable outcome.
Customer reaches you
Policyholder starts FNOL after an incident — mobile-first, async-friendly via WhatsApp.
Agent + knowledge
Coverage FAQs and excess explanations come from vetted policy KB snippets.
Workflows & tools
Core admin lookup (TurnQuest, IBIS), FNOL payload, photo intake, assessor task queue.
Human handoff
Fraud signals or injury claims escalate to adjuster with structured summary.
Supervisor view
Supervisor monitors SLA, straight-through processing %, and consent audit trail.
Example: Auto glass FNOL on WhatsApp
Policyholder in Nairobi reports windshield damage; Qallio creates the claim in your core system.
Tree-branch windshield damage; agent confirms everyone is safe first.
Policy number verified; comprehensive motor cover confirmed against your rules.
Photo uploaded; vision assist tags damage; claim draft + assessor slot created.
Total loss suspicion → human adjuster with images + FNOL JSON.
Leadership sees time-to-FNOL, % digital complete, and call deflection.
Modules that work together
Claims in conversation
- Guided FNOL with photo guidance
- Claim ID and status updates in-thread
- Document capture with verifier queue
Voice and chat together
- Policy lookup on phone or WhatsApp
- Multilingual agents (e.g. English, Swahili)
- Transcripts in the unified inbox
Governance built in
- Approved knowledge and content policies
- Role-based access for teams
- Escalation rules you define
Modern FNOL without replacing core.
Insurance walkthrough for your lines—motor, general, or both.