Introducing Clarix Voice for FNOL

Today we are introducing Clarix Voice for FNOL, a voice agent that answers first notice of loss calls, captures every detail a claim needs, and creates a complete claim file before the caller hangs up.

First notice of loss is the moment that defines a claim. It is the first real conversation a policyholder has with their insurer after something has gone wrong, and it sets the pace for everything that follows. Yet in most carriers, FNOL is still handled by overstretched call centres, after-hours answering services, or web forms that capture half the information an adjuster needs.

What Clarix Voice does

Clarix Voice answers calls on your existing claims line, 24 hours a day, in English and Spanish. It speaks naturally, listens carefully, and follows the intake structure your claims team has already defined. During a typical call, the agent will:

• Verify the caller and locate the policy in your policy administration system
• Confirm the date, time, location and cause of loss in the caller's own words
• Ask the line-specific follow-up questions your adjusters would ask
• Check for injuries, other parties and immediate safety concerns, and escalate to a person when needed
• Send the caller a secure text link to upload photos and documents
• Create the claim in your claims system with a structured summary and the full transcript

When the call ends, the adjuster receives a claim file that is ready to work. No re-listening to recordings, no retyping notes, no callbacks to ask the questions that were missed.

Built for the hardest calls

FNOL calls are rarely tidy. Callers are stressed, details arrive out of order, and the most important fact is often mentioned in passing. We trained Clarix Voice on the patterns of real insurance conversations and built it to handle the moments that matter:

Interruptions and corrections. If a caller says the loss happened Tuesday and later corrects it to Monday, the agent updates the record and confirms the change.

Distress and safety. If a caller mentions an injury, a fire that is still burning, or someone in danger, the agent immediately provides the right guidance and transfers to a person on your team.

Coverage questions. The agent never makes coverage determinations. When asked, it explains what happens next and who will be in touch, using language your compliance team has approved.

Results from the pilot

Over the past three months, eleven carriers have run Clarix Voice on a portion of their FNOL traffic. Across the pilot:

• Median time from call to complete claim file fell from 41 minutes to under four
• 94 percent of calls were completed without a transfer to a person
• After-hours abandonment rates fell to near zero, because no caller waited on hold
• Policyholder satisfaction scores for FNOL rose by 18 points

One claims leader told us the most important change was not speed but consistency. Every claim now starts with the same complete set of information, regardless of the time of day or the call volume.

Designed for your controls

Every conversation is recorded, transcribed and attached to the claim. Supervisors can listen to any call, review the agent's reasoning, and adjust scripts and escalation rules without engineering help. Clarix Voice integrates with Guidewire ClaimCenter, Duck Creek Claims and Snapsheet out of the box, and with other systems through our API. Like every Clarix product, it runs in an environment that is SOC 2 Type II certified, and your data is never used to train shared models. You can read more about our approach on our security page.

Availability

Clarix Voice for FNOL is available today for personal and commercial property and auto lines. Workers' compensation FNOL will follow later this year. Existing Clarix customers can turn it on through their customer success manager; new customers can request a demo.