A camera, phone, keys, and notebook prepared for insurance field work.

Give the claims supervisor a clear review of each recorded first notice of loss.

A carrier that runs its own claims contact center answers policyholders under its own name all day, and an FNOL representative has to capture usable facts, acknowledge a stressed caller, and leave the coverage decision to the adjuster. CallSniper reviews uploaded calls against your intake standard, giving supervisors the transcript evidence behind each score.

“I'm so sorry about the water damage.
This call is recorded, and I'm opening your claim right now.
Your adjuster will call you by tomorrow with the next steps.”

The recording notice, the acknowledgment, and the adjuster handoff, checked across submitted first notice of loss calls.

Submitted loss calls scored.
Findings ready for review.

A claims QA team listens to a handful of FNOL calls a month, and on a queue taking thousands a day that sample is too small to show where coverage language is drifting. CallSniper reviews submitted recordings against approved intake and coverage-language criteria, then places the relevant transcript passage beside each finding.

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Follow a first notice of loss call from the greeting to the adjuster handoff.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Greeting and notice

Did the representative give the recording notice and confirm the policyholder's identity and policy number?

Check the opening against the notice wording your compliance team approved.

Acknowledgment

Did the representative acknowledge the loss and confirm everyone is safe before starting the intake questions?

Listen to the flagged calls where the intake started with the form and the caller pushed back.

Loss facts

Were the date, the time, the location, the cause, and the damage captured, along with any injuries or other parties?

Read the transcript against the fields on the claim record.

Coverage and handoff

Did the representative leave coverage questions for the adjuster, give the claim number, and state when the adjuster will call?

Pull the calls where coverage came up and review the exact wording.

A first notice of loss scorecard, 100 points.

Points are illustrative, so fit them to your lines of business and the claim handling standards your state regulators set.

Criterion	Observable behavior	Points
Recording notice and verification	Gives the recording notice and verifies the policyholder and the policy	10
Acknowledgment	Acknowledges the loss and checks on safety before the intake questions	15
Loss facts captured	Records the date, time, location, cause, damage, injuries, and other parties	25
Mitigation guidance	Advises the policyholder on preventing further damage and keeping receipts	10
Coverage language	Explains the process and leaves the coverage determination to the adjuster	15
Claim number and timeline	Provides the claim number and the expected adjuster contact window	15
Closing	Confirms the contact details and thanks the policyholder	10
Total		100

Illustrative review flags

A coverage determination stated or implied before the adjuster has reviewed the file
Fault admitted or assigned to any party on the first call
A policyholder discouraged from filing the claim
The recording notice required by the insurer's approved policy was skipped

Bring these to a pilot.

A month of recorded FNOL calls from one claims team or one line of business
The intake script and the coverage language your claims leadership approved
Your claim acknowledgment and adjuster contact timelines
The QA form your claims quality team uses today

The pilot scores your own FNOL calls and puts the result beside the sample your quality team reviewed for the same month.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can the scorecard differ between auto, property, and injury claims?

Yes. Each line of business gets its own account and scorecard, since the facts to capture and the coverage language differ. A representative who takes calls across lines is scored against the standard for each call's claim type.

How does it handle a distressed policyholder?

The scorecard carries the acknowledgment and the safety check as criteria, so the empathy your training asks for is measured on every call. Supervisors hear the flagged calls where the intake started with the form and use them in coaching.

Can several claims sites be compared on one standard?

Yes. Include the site, the team, or the carrier program in the upload data, then run one scorecard across all of it. Reports break down by agent and by account, so a claims leader can see where two sites have drifted apart. A third party administrator handling several carriers can separate them the same way.

Where do the recordings come from?

Bulk upload from your contact center platform is the day one path. A direct connection to the phone system or the claims system gets scoped during the pilot.

Start with one claims team's FNOL calls.

Bring a month of calls and the intake script your claims leadership approved. Review the coverage language and handoff findings with the transcript evidence before the next quality meeting.