Manage every policyholder interaction from FNOL to resolution.
Contact center software built for insurance carriers, agencies, and TPAs. First notice of loss, policyholder service, claims handling, and producer workflows — all in one platform.
Claims move faster when the platform doesn't get in the way.
Insurance contact centers manage the moments that matter — a first notice of loss, a policy question, a binding request, a claims update. SingleComm runs the full spectrum: FNOL intake, policyholder servicing, agency support, and claims communication, on one Enhanced Omnichannel platform with the reporting your operations leaders actually use.
Everything a modern insurance contact center needs. Built in.
Capture the claim on the first call
Structured intake flows for auto, property, workers' comp, liability. Required fields enforced by the workflow, policy lookup pulled before the greeting, warm transfer to adjusters with the context attached.
- Structured intake per line of business
- Policy lookup on ANI match
- Warm transfer to adjuster with attached details
Self-service that doesn't degrade service
Conversational IVR that handles policy lookups, payment status, and ID card resends without a human — and hands off to a live agent mid-flow when the conversation needs one, with the context preserved.
- IVR-resolved policyholder self-service
- Mid-flow handoff to live agent with context
- Two-way SMS for ID cards and document requests
Status updates without the inbound surge
Outbound notifications for status changes, adjuster appointments, and settlement offers. Policyholders hear from you before they have to call — which drops inbound volume and improves NPS in the same move.
- Automated status notifications by SMS and voice
- Adjuster appointment coordination
- Reduced inbound volume, measurably
Agency and broker workflows
Dedicated queues for producers with their book of business attached. Quote-to-bind support, underwriting questions, and endorsement requests — with routing that remembers who owns the relationship.
- Producer-specific routing and SLAs
- Book-of-business lookup on ANI match
- Integration with leading AMS platforms
Audit-ready recording and disclosures
State-specific consent prompts, automatic recording retention per policy, and disclosure script enforcement. Regulators get the evidence; your team doesn't have to remember.
- State-specific recording consent
- Configurable retention per line of business
- Disclosure script enforcement and audit log
Reporting by claim, queue, and line of business
Real-time dashboards and custom reports built on the same event stream that runs FNOL, servicing, and producer queues — so operations leaders see claim volume, service levels, and compliance posture in one place.
- Real-time dashboards per queue and line of business
- Custom reports without an IT ticket
- Drill-down from KPI to interaction
Insurance Journey
- 01Policyholder calls after an accident or loss.
- 02SingleComm identifies the policyholder and pulls policy context.
- 03FNOL intake captures required claim details by line of business.
- 04The call is routed to the right claims team or adjuster.
- 05The policyholder receives SMS updates about claim status or documents.
- 06Follow-up communication is logged for audit and reporting.
Real outcomes teams can measure
Faster FNOL completion
Structured intake captures required fields on the first call, so claims start complete instead of starting over.
Fewer claim status calls
Automated SMS and voice updates reach policyholders before they need to dial in.
Lower abandon rate during surges
Self-service and overflow routing absorb CAT-event volume that would otherwise hit the queue.
Faster adjuster handoff
Warm transfers carry the policy, loss details, and conversation context, so adjusters start on judgment, not re-keying.
Insurance contact centers sit between customers having their worst day and the operations machinery that has to respond. The platform should disappear from that conversation. Running FNOL, servicing, claims, and producer support on one stack keeps the information flowing and lets adjusters spend their time on judgment calls — not on re-keying the same data four times.
Guides & deep dives.
FNOL intake design — capturing a complete claim on the first call
Required fields by line of business, policy lookup before the greeting, warm transfers that carry context to the adjuster, and photo collection while the policyholder is still on the phone.
Read →Industries · GuideCAT event surge planning — absorbing the claim wave without abandoning policyholders
Forecasting the surge, overflow routing, self-service status updates that pull volume out of the queue, severity-based prioritization, and the post-event review that makes the next CAT easier.
Read →Industries · GuideThe year-end giving campaign playbook — planning the December surge without burning out your team
Compliant appeal outreach, SMS-first touchpoints, volunteer staffing with one-day onboarding, secure donation processing at volume, and the post-campaign follow-up that turns December givers into January donors.
Read →