24/7 Motor Accident Call Centre

First Notification of Loss (FNOL) Management

Our Motor Accident Call Centre operates on a 24/7/365 basis, serving as the critical first point of contact for all motor accident incidents. Its primary objective is to ensure immediate and accurate First Notification of Loss (FNOL), enabling a swift, structured and customer-centric claims initiation process.

Upon receiving an incident notification, trained call centre professionals promptly capture all essential details, guide the customer through the initial steps, and ensure that all required documentation is identified and initiated without delay. This proactive engagement minimises information gaps, reduces processing time and enhances overall claims efficiency.

From First Call to Assessment

Following FNOL registration and documentation intake, the Call Centre seamlessly coordinates the next stage of the claims journey. Cases are either connected in real time to the Virtual Assessment Centre for remote evaluation using digital tools and AI-assisted assessment capabilities, or escalated for on-ground intervention where a qualified Motor Engineer is dispatched to the accident site for physical inspection and assessment.

Round-the-clock availability, 24 hours a day, 365 days a year.
Immediate and accurate First Notification of Loss capture.
Guided documentation intake, initiated without delay.

Real-time connection to the Virtual Assessment Centre.
On-site inspection by a qualified Motor Engineer where required.
A structured, customer-centric claims initiation process.

A Centralised Communication Hub

In addition to claims initiation and assessment coordination, the Call Centre functions as a centralised communication hub for all accident-related inquiries. It provides continuous support to customers, policyholders and stakeholders by addressing queries, offering status updates, and ensuring clear, consistent communication throughout the claims lifecycle.

Through its round-the-clock availability, structured processes and integration with digital and field assessment capabilities, the Call Centre plays a pivotal role in accelerating claims processing, enhancing customer experience and ensuring operational excellence.