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Improve Claims Availability from FNOL to Settlement
Claims service availability in insurance is the ability to keep First Notice of Loss (FNOL), claim status, settlement, and supporting claims services working reliably during normal demand, peak periods, and disruption. When these services fail, slow down, or take too long to restore, insurers see more failed submissions, more inbound chasing, more manual work, and slower claims progression.
Fusion GBS helps insurers identify the claims services causing the greatest customer and operational impact, then prioritise improvements that reduce disruption, backlog, repeat contact, and cost-to-serve.
Why claims service availability matters in insurance operations
Claims is a high-expectation journey. Customers and brokers expect to submit, track, and progress a claim without delay, especially at FNOL, during claim status checks, and at settlement.
When critical claims services are unavailable, degraded, or difficult to restore, the impact is immediate:
- FNOL submissions fail or stall at the point of loss
- claim status journeys slow down, increasing inbound chasing
- claims teams rely on manual workarounds and rework
- backlog grows during peak demand and catastrophe events
- settlement takes longer and cost-to-serve increases
- poor updates during disruption reduce trust and satisfaction
Improving claims service availability helps insurers protect customer experience, improve claims throughput, and reduce operational friction across the claims journey.
Common causes of disruption to critical claims services
The services that support FNOL, claim status, and settlement are often affected by a small number of recurring operational problems. When these issues are not addressed, disruption lasts longer, operational effort rises, and the claims journey becomes harder to protect during peak demand and service incidents.
Fusion GBS helps insurers identify which of these problems are affecting critical claims services most, then prioritise the improvements that reduce disruption, restoration effort, repeat contact, and backlog.
How insurers improve claims service availability and performance
We help insurers identify and improve the 2 to 5 critical claims services that have the greatest impact on the customer journey and claims handling performance.
This typically starts with:
- FNOL
- claim status and progress updates
- settlement-related workflows
- supporting services that create bottlenecks during disruption or surge demand
Our focus is to improve:
- availability of critical claims services
- responsiveness at key customer and broker touchpoints
- recovery performance when disruption occurs
- operational resilience during peak demand and catastrophe events
- customer and broker communication during service disruption
Outcomes insurers can expect
A more resilient claims journey helps insurers protect both service quality and operational performance.
Expected outcomes include:
• fewer failed FNOL submissions
• fewer stalled claim status journeys
• less repeat contact and inbound chasing
• faster restoration of critical claims services
• reduced rework and manual handling
• lower backlog during incidents and surge periods
• improved claims throughput
• better customer and broker confidence during disruption
• lower cost-to-serve across the claims journey
How Fusion GBS works
Fusion GBS takes an evidence-led approach to improving claims service availability.
1: Confirm the critical claims services in scope
We identify the services that have the greatest impact on FNOL, claim progress, settlement, and claims operations.
2: Baseline disruption and operational impact
Using available operational and service data, we establish a clear baseline for disruption, service degradation, manual workarounds, and operational effort.
3: Identify the main causes of claims journey disruption
We pinpoint the failure patterns, bottlenecks, dependencies, and change-related risks responsible for the biggest service issues.
4: Prioritise the improvements that matter most
We build a focused improvement backlog aimed at reducing disruption frequency, shortening disruption duration, and improving readiness for change.
5: Improve detection, diagnosis, and recovery
We strengthen the practices that help teams identify issues faster, restore service more consistently, and reduce reliance on workarounds.
6: Improve customer and broker updates during disruption
We help define the progress triggers and communication points that matter most so updates stay timely, consistent, and useful.
What are Value Adoption Services and AI Talos?
Value Adoption Services (VAS) is Fusion GBS’s structured approach to assessing service availability and operational impact across critical business services. In a claims context, VAS helps establish where service disruption is affecting FNOL, claim status, settlement, and claims handling performance.
AI Talos is Fusion GBS’s analytics capability used to identify service disruption patterns, connect incidents and degradation to customer and operational impact, and support evidence-led prioritisation.
Used together, VAS and AI Talos provide an evidence-led baseline, a clearer view of the claims services creating the most disruption, and a focused plan for improving availability, restoration, and operational resilience.
Engagement Options
VAS and AI Talos
A structured assessment and analytics-led approach that helps insurers baseline disruption, identify the critical claims services causing the most customer and operational impact, and prioritise the improvements that matter most.
Claims Journey Availability Uplift
A focused engagement for teams responsible for FNOL, claim tracking, and adjacent critical claims services that need measurable improvements in stability, restoration, and service performance.
AIOps-enabled Operational Improvement
A practical approach for reducing alert noise, improving triage, and shortening restoration time on critical services.
Release-Week Stability Pack
A targeted offer for teams running frequent releases where change activity is introducing avoidable disruption into live claims journeys.
Asset Management Excellence
A service-aligned approach to improving ownership, dependency visibility, and configuration insight for the services that matter most.
Secure and Resilient Operations Uplift
A focused improvement approach for strengthening service-aligned remediation, evidence, and operational resilience governance.
What good claims service availability looks like in practice
A strong approach to claims service availability should include:
- a clear shortlist of critical claims services
- named ownership and defined service expectations
- evidence-led prioritisation based on customer and operational impact
- faster detection, diagnosis, and recovery
- better change and release readiness for critical services
- practical measures that can be tracked consistently
- timely and consistent customer and broker updates during disruption
FAQs
What is claims service availability in insurance?
Claims service availability in insurance is the ability to keep the services that support FNOL, claim status, settlement, and related claims workflows operating reliably and recoverable when disruption occurs. It matters because service issues quickly affect customer experience, backlog, rework, and claims throughput.
What are critical claims services?
Critical claims services are the systems and service components that support the most important stages of the claims journey, especially FNOL, claim status, and settlement. When they fail or slow down, customer experience and claims operations are affected immediately.
What is Value Adoption Services (VAS)?
Value Adoption Services (VAS) is Fusion GBS’s structured approach to assessing service availability and operational impact across critical business services. In a claims context, it helps insurers understand where disruption is affecting FNOL, claim status, settlement, and claims handling performance.
What is AI Talos?
AI Talos is Fusion GBS’s analytics capability used to identify service disruption patterns, connect incidents and degradation to customer and operational impact, and support evidence-led prioritisation across critical claims services.
Why use Value Adoption Services (VAS) and AI Talos together?
Used together, VAS and AI Talos help insurers build an evidence-led baseline, identify the claims services causing the greatest disruption, and prioritise improvements that strengthen availability, restoration, and operational resilience.
Where should insurers start?
Most insurers start with FNOL and claim status, then expand to settlement-related workflows and supporting services where disruption creates backlog, rework, or repeat contact.
How do you measure claims service disruption in business terms?
We connect service performance to claims journey impact using measures such as FNOL failures, interrupted claim status journeys, minutes of degradation or outage, MTTR, release-related incidents, backlog, and operational effort.
Why does service availability matter in claims?
Because claims is a high-expectation journey. If customers or brokers cannot submit, track, or progress a claim easily, dissatisfaction rises, manual work increases, and settlement slows down.
How do catastrophe events affect claims service availability?
Catastrophe events increase demand on the services that support FNOL, claim updates, and settlement. If those services are already fragile, insurers can see rapid growth in backlog, delays, and avoidable operational cost.
How do customer and broker updates fit into this?
Clear updates during disruption are essential. Good communication reduces repeat contact, improves confidence, and helps insurers protect the claims journey even when recovery is still in progress.