Stage 01
Answer in brand
A dedicated number, email or portal receives the policyholder or claimant using the programme greeting and procedure.
- Owner
- Front door
- Output
- Authenticated contact
- Control
- Client script and knowledge
Module 04 · 24/7 multilingual front door
Every notice answered. Every detail captured.
A dedicated number, email or portal gives your policyholders and claimants an always-on front door in English and Spanish, under your brand and procedure.
AI handles structured capture at speed, with a live bilingual agent ready when the call needs a person. The record is acknowledged, routed and retained immediately.
Operating procedure
Every contact captured, acknowledged and routed.
Stage 02
Capture & clarify
Structured intake records parties, policy, event facts, documents and photographs; a bilingual live agent takes over when the contact needs a person.
- Owner
- AI + agent
- Output
- Complete structured record
- Control
- Required-field and QA checks
Stage 03
Acknowledge & route
Send agreed acknowledgements and route the record to the client’s adjuster or GGCC’s desk against the escalation matrix.
- Owner
- Service team
- Output
- Acknowledged and assigned notice
- Control
- Routing and regulatory clock
Stage 04
Support & report
Handle agreed status, documents, scheduling or complaint intake and report volumes, handling and outcomes.
- Owner
- Named team
- Output
- Contact history and service reporting
- Control
- Monitoring and monthly review
Module responsibilities
One service team, two clear kinds of work.
First notice and ongoing customer support can share people and programme knowledge, while maintaining a firm boundary before licensed adjusting.
Lane 01
FNOL
Capture the loss, parties, policy, documents and photographs at any hour in English or Spanish.
Returns: a structured notice ready for the claims desk
Lane 02
Customer support
Handle agreed status, documents, forms, portal, scheduling and routine account enquiries in the client’s brand.
Returns: resolved contact or routed exception
Lane 03
Human handoff
A live bilingual agent takes the contact when structured automation is not the right experience.
Returns: complete capture without a second front door
Lane 04
Licensed desk
Coverage, quantum, negotiation and claim decisions move to licensed adjusters, not the intake team.
Returns: clear ownership of the claim decision
Service controls
Service standards that travel with the module.
Reviewable at every handoff
Client procedure
Greetings, scripts, knowledge, required data and escalation are configured around each programme.
Quality monitoring
Contacts are reviewed against the agreed service and capture standard.
Named capacity
Teams are designed with absence and turnover cover so the programme is not dependent on one seat.
Licensed boundary
The front door captures, acknowledges and routes; licensed adjusting remains at the desk.
What you receive
A contact record that becomes usable claim data.
The desk receives the facts, documents, acknowledgement history and escalation context in a consistent structure.
01
Party & policy
Caller, insured, claimant, contact and available policy details.
02
Loss facts
When, where, what happened, involved parties and immediate needs.
03
Documents & media
Submitted forms, photographs and supporting records.
04
Routing record
Acknowledgements, escalation, owner, status and contact outcome.
Who we work for · Accounts served through call centre. · Approved vendor & trusted partner
Star CasualtyFNOL · customer service
Fred Loya InsuranceNon-standard auto
National GeneralIntegon · The General
North American Risk ServicesThird-party administration
Relationships are held across the Global Group Claims Corp. portfolio of companies.
Flexible by design
Add the front door, the support team, or the connected desk.
Path 01
FNOL only
Receive, capture, acknowledge and route notices into an existing claims operation.
Path 02
Named support team
Handle agreed ongoing contact types in the programme’s brand and knowledge.
Path 03
Connected claims operation
Join intake and support to GGCC’s delegated desk without introducing another handoff.
Across the line card
Start here
Start with one claim. Or hand us the book.
Tell us the line, the states and the volume. We will map the right operating model and show you how the first file moves.