• Act as the first point of contact for policyholders reporting losses or damages and for those seeking updates on existing claims. • Gather relevant information, such as policy details, incident specifics, and contact information. • Clarify coverage terms and claim status as needed. • Offer clear, empathetic guidance to policyholders on next steps in the claims process. • Explain the required documentation and information needed to process or advance a claim. • Handle incoming calls from policyholders seeking updates on the status of their claims, providing clear, accurate, and empathetic information regarding claim progress, outstanding requirements, and next steps. • Provide timely and accurate status updates to policyholders regarding their claims, including next steps and estimated timelines. • Accurately record all information gathered during the FNOL process in the company's claims management system. • Ensure completeness and accuracy of claim reports and status communications. • Liaise with claims adjusters, appraisers, and other team members to schedule appraisals and relay updates. • Address any concerns or questions the policyholder may have, providing regular follow-ups as needed. • Ensure all FNOL and claim status processes adhere to company policies, industry regulations, and legal requirements. • Provide feedback to management on ways to improve the FNOL and claims communication process for enhanced customer satisfaction and operational efficiency.