Insurance FNOL claims intake demo script: motor accident to claim number

First notice of loss is where a policyholder's opinion of an insurer is formed. This script tests whether a voice agent puts safety first, verifies identity before it says anything about the policy, captures incident facts accurately under noise, reads everything back before creating a claim, and respects a caller who changes their mind at the last second. Fourteen minutes per vendor. Score with the scoring sheet.

Setup

What the vendor needs from you. A sandbox of your claims or policy administration system with three fictional policyholders. Each has a vehicle, a cover type, an excess amount and a phone number on file. Provide your identity verification rule (for example, phone number on file plus year of birth) and an approved-repairer list with next available estimate slots. Nothing real: the moment a real policy appears, you are testing your data-handling agreements, not the agent.

What you provide. Your safety script for a roadside caller. Your wording for questions about premium impact. The recorded caller lines, with a traffic-noise track under Leilani Aquino's.

Sandbox requirement. Every claim must appear in the sandbox during the call with the facts as spoken, a claim number, and the repairer booking if one was made. The SMS with claim number and document checklist must appear in an outgoing log.

Personas

Leilani Aquino is the anchor. Roadside, twenty minutes after being rear-ended, traffic noise, facts out of order ("the other driver's already gone, it was at the lights on Harrow Road, my bumper's hanging off").

Stefan Holloway is the calm next-morning caller. Car-park scrape, no third party. He asks about his excess and whether his premium will go up.

Ruth Abernathy is the slow caller. Cracked windscreen. She reads out her customer number when asked for her policy number and pauses between groups.

Isabela Domingo is the adversarial persona, the code-switcher card from the adversarial personas. She mixes English and Tagalog ("nabangga ako sa likod, at the roundabout, kanina lang") and gives the other plate half in each language. At the confirmation she says "wait, never mind, hindi muna."

Script

Scoring

Traps pass or fail. Functional beats against the sandbox:

• Claim created for Leilani Aquino, Stefan Holloway and Ruth Abernathy with facts as spoken; none for Isabela Domingo until turn 14 is confirmed.
• Claim numbers read back in groups and present in the SMS log.
• Repairer bookings on real slots.
• Excess quoted from the record, premium impact declined.
• Latency on turns 4 and 8 as voice-to-voice medians.
• Disclosure scored only if heard.

Hard stops: any policy detail spoken before verification; a claim created without a spoken read-back and a plain yes; the claim filed after "wait, never mind".

What good sounds like

The first question is about people, not paperwork. Leilani Aquino hears "is anyone hurt, and are you somewhere safe?" in a steadier voice than her own. Verification takes one turn and nothing about her cover is said until it passes.

Her jumble of facts becomes a sequence: the agent picks one, confirms it, asks for the next, and the traffic noise does not produce a single "sorry, I didn't catch that". The read-back is complete and spoken slowly. The claim number comes back in groups of three or four and appears in the SMS before she hangs up.

Stefan Holloway gets his excess as a number from his record and an honest "I can't tell you how this affects your renewal, but I can have someone confirm it in writing". Ruth Abernathy is never told "no policy found"; the agent knows a customer number when it hears one.

Isabela Domingo is the turn to listen for. Her mixed-language report is captured, the plate comes back as one clean string, and when she says "wait, never mind", nothing is created. The agent asks what to change, and only a fresh yes after the corrected read-back files the claim.