#USA #Palo Alto #Falcon Insurance #Liberate Voice AI #claims processing

Falcon Insurance Partners with Liberate for Advanced Claims Processing

In a significant move to modernize its claims handling procedures, Falcon Insurance Group has announced its partnership with Liberate Innovations Inc. to implement the Liberate Voice AI First Notice of Loss (FNOL) system. This innovative technology aims to provide Falcon customers with a seamless, bilingual, and efficient claims experience, available 24/7.

Background on Falcon Insurance Group

Falcon Insurance Group operates as a non-standard auto insurer, focusing on providing coverage to individuals with less-than-perfect driving records across several states including Illinois, Oklahoma, Texas, Indiana, Arizona, Colorado, and Utah. This growth-oriented company has consistently strived to enhance the quality of service it delivers to its policyholders by prioritizing simplicity and integrity in its operations.

Historically, Falcon has utilized overseas third-party call centers for its FNOL support. While this arrangement offered several advantages, the company recognized opportunities for improvement, particularly in providing faster and more consistent service.

The Need for Change

Brandon Miller, the Chief Technology Officer at Falcon, emphasized the importance of receiving accurate claims information as soon as possible. "If we don't receive the FNOL immediately, essential details may get lost. Many customers are reluctant to complete lengthy forms, so having a 24/7 phone option is crucial," he explained. Recognizing the need for an improved FNOL solution led Falcon to seek a provider that could scale effectively while maintaining a uniform response to claims.

Why Liberate Voice AI?

Falcon's search for the right FNOL partner culminated in the selection of Liberate, a decision heavily influenced by the impressive credentials of its engineering team and management. The conversation regarding claims accuracy was vital, and Miller found confidence in knowing that the Liberate solution successfully integrated with Falcon's existing policy management and claims software, Insuresoft.

Amrish Singh, CEO of Liberate, remarked, "Our Voice AI solution not only offers affordability and bilingual capabilities but also guarantees zero wait times. It operates 24/7, ensuring consistent customer service without the fluctuations often encountered in traditional call centers."

The essential consideration of capturing claims information promptly, coupled with the ease of integration, set Liberate apart from other options the company evaluated.

Implementation of Liberate Voice AI FNOL

The implementation is set to kick off with the first phase going live in early March. In this phase, Falcon will employ the Voice AI technology to expediently collect necessary claims information, ensuring that details remain fresh in the minds of the claimants. Future plans include connecting the FNOL solution to Falcon's text messaging service for additional service flexibility and introducing a digital FNOL option, further enhancing customer choice and convenience.

The Future of Claims Processing with Falcon and Liberate

As Falcon Insurance Group continues to expand its reach and enhance its services, the partnership with Liberate marks a significant step toward a more responsive and customer-friendly claims process. With a growing network of more than 2,900 partner agents and a commitment to doing right by its customers, Falcon's efforts to modernize its operations will likely position it strongly within the auto insurance landscape.

This collaboration highlights the intersection of technology and customer service within the industry, illustrating how innovative solutions can transform the claims experience for policyholders effectively and empathetically.

For more on Falcon Insurance Group and their offerings, visit Falcon Insurance Group and for further details on Liberate Innovations Inc., check Liberate Inc..