The theme this month is stormy weather and the various claims that go with it, although winter 2026 has been fairly kind to insurers, so far. Here are some insights from Centrad on how telematics and data can help FNOL;
Commercial fleet sectors are becoming increasingly challenged by the complexities of incident reporting, assessment, and resolution, revealing vulnerabilities that can affect both drivers and operators.
One stage of the claims process that consistently stands out as a critical bottleneck is the First Notification of Loss (FNOL), where delays or inefficiencies can have a ripple effect throughout the entire process.
FNOL: A Critical Step in the Claims Process
This pivotal moment in the claims lifecycle largely dictates how smoothly and quickly the process unfolds.
With the quality and timeliness of information captured at this stage setting the tone for everything that follows, any delays or inaccuracies at FNOL can lead to a knock-on effect of issues during every step.
According to Geoff Cross, Managing Director at Centrad, the manner in which FNOL is currently conducted needs a fundamental rethink, as solely relying on delayed reporting and human recollection during high-stress incidents is no longer sufficient.
“We’ve seen time and again how poor or delayed FNOL makes it difficult for insurers to assess incidents accurately and resolve claims efficiently,” Geoff said.
“Drivers under pressure after an incident often struggle to recall exact details, mainly due to shock and stress, leading to inevitable disputes, inaccurate accounts and a ripple effect of operators having to incur a range of unnecessary costs such as prolonged vehicle downtime, unnecessary legal costs and extended claim cycles.
“Usually, a rule of thumb is the quicker a claim is resolved, the cheaper it is, therefore objective evidence from the moment of the incident is critical to speeding up the process and keeping costs under control.”
Video and Telematics’ Role in Streamlining FNOL Processes
By integrating advanced video and telematics solutions into their fleets, operators can transform the FNOL process, making it faster, more accurate, and far more transparent.
These systems capture verified, time-stamped evidence the moment an incident occurs, enabling claims to be assessed and triaged quickly. With these solutions in place, operators can do everything from automatically spot unsafe driving behaviours such as sudden braking, sharp acceleration, heavy cornering and in-cab distractions, to capturing the physical impacts the moment they happen.
Rather than relying on delayed or fragmented manual reporting, fleet operators gain access to a complete record of each event, turning FNOL into a proactive, data-driven process.
Modern video telematics combines vehicle data with cameras to build a clear picture of how events unfolded in the critical seconds before and after a collision, including any actions that may have contributed to the incident.
This instant, objective, insight allows fleet operators and insurers to make fairer liability decisions, reduce disputes, and schedule repairs much sooner. By streamlining the claims process in this way, vehicle downtime is minimised, operational efficiency is improved, and vehicles can get back on the road faster.
Protecting Drivers and Supporting Duty of Care
Beyond claims efficiency, this level of visibility also plays a vital role in protecting drivers and supporting duty of care.
In high-stress situations, objective data helps show that drivers were acting responsibly when incidents are not their fault, supporting duty of care obligations and giving fleet operators greater confidence that both their people and their assets are protected.
Geoff commented: “Being in a collision is stressful enough in itself, however the aftershock of an incident can also generate further worry for the driver involved. With verified video and telematics evidence, drivers, as well as fleet operators, gain peace of mind knowing that the facts of an incident are recorded accurately.
“Recent extreme weather earlier this year only serves to reinforce the need for fleet operators to be always prepared – particularly during periods when operating conditions suddenly become far more challenging – to safeguard not only their vehicles and business, but also their drivers.
“By providing them with the right tools, operators can ensure their teams feel supported during critical incidents while streamlining the FNOL process.”
Geoff Cross adds that FNOL should not be viewed as a bottleneck in the claims process, but rather as the starting point for faster, more efficient incident resolution.
“By ensuring incidents are reported quickly and accurately, supported by video and telematics, fleet managers and insurers can respond at the point of collision, rather than after the fact, while clear, objective information also allows operators to identify and address risks before they escalate, promoting safer driving practices and protecting both drivers and assets across the business,” he said.
“This is where FNOL moves from a reactive process to a more proactive, risk management-based approach, that keeps claims costs and disruption at a minimum, while improving overall fleet safety.”
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