FNOL Process
(Designing Better Decisions Across First Notice of Loss)
How research, systems thinking and responsible decision support improved a complex motor-claims workflow.
My job wasn’t to add AI or produce screens — it was to help the organization make better decisions across claimant intake, evidence review, prioritization, and exception handling.
Measurable business outcomes
A clearer workflow produced stronger operational signals
Figures are rounded and ranged to protect confidential data. They come from a before/after operational comparison across participating intake and claims teams.
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CONFIDENTIALITY Company and product names are omitted. Screens and figures are reconstructed; metrics are
rounded, anonymized ranges.
“I use AI to accelerate design, not replace human insight, empathy, evidence, and thoughtful decision-making—creating simple experiences that solve user problems and drive business value.”
Ajay Kamat
UX and Product Designer, India