First Notification of Loss (FNOL) is the initial report made by a policyholder to an insurer after an incident that may lead to a claim. It marks the starting point of the claims process, capturing essential details such as the date, time, location, and nature of the loss or damage. A timely and accurate FNOL enables insurers to assess the situation quickly, guide the customer on next steps, and begin efficient claim handling.

Uninsured Loss Recovery is the process of reclaiming costs that are not covered under an insurance policy, typically from a responsible third party. It involves identifying liability, pursuing reimbursement for out of pocket expenses, such as excess / deductibles, loss of earnings, or additional damages and managing the recovery process on behalf of the policyholder. This service helps minimise financial impact and ensures customers recover what they are rightfully owed as efficiently as possible.

Claims triage, handling and settlement refers to the end-to-end process of assessing, managing, and resolving insurance claims efficiently and fairly. It begins with triage, where claims are prioritised and routed based on complexity, severity, and urgency. During handling, adjusters investigate the claim, validate coverage, and coordinate necessary actions such as inspections or repairs. The process concludes with settlement, where a fair and timely resolution is reached, ensuring accurate compensation while delivering a smooth customer experience.

Small Personal Injury Claims Handling involves the efficient management and resolution of low value injury claims, typically arising from minor incidents such as road traffic accidents or workplace events. The process includes assessing liability, reviewing medical evidence, and engaging with all parties to reach a fair outcome. With a focus on speed, accuracy, and customer care, this service ensures claims are handled proportionately while delivering a straightforward and supportive experience for claimants.

Claims Auditing and Quality Assurance is the systematic review of claims processes to ensure accuracy, consistency, and compliance with internal standards and regulatory requirements. Through detailed audits and performance monitoring, it identifies areas for improvement, mitigates risk, and promotes best practices in claims handling. This function helps maintain high service standards, enhances operational efficiency, and ensures fair, transparent outcomes for customers.

Fraud Detection and Prevention involves proactively identifying, investigating, and mitigating suspicious or fraudulent claims activity. Using a combination of data analytics, expert review, and robust controls, this process helps detect anomalies, assess risk, and prevent potential losses. By safeguarding against fraud, it protects both the insurer and honest customers, ensuring integrity, fairness, and trust across the claims process.

Claims Performance Reporting and Insight involves the collection, analysis, and presentation of claims data to provide clear visibility into performance and trends. Through detailed reporting and actionable insights, it enables insurers to monitor key metrics, identify patterns, and make informed decisions to improve efficiency, control costs, and enhance customer outcomes. This function supports continuous improvement by turning data into meaningful intelligence across the claims lifecycle.