Taking first notice of loss by voice, around the clock, for a Saudi insurer

A Saudi motor insurer moved its first-notice-of-loss (FNOL) line to Sarj voice agents. Drivers can now report an accident in their own dialect at any hour, and 65% of FNOL calls are completed from first question to claim number without a handoff to an agent.

Reporting a claim is the moment a policyholder most needs a quick, calm answer. For this insurer, it was also the moment its contact center was least able to give one.

The challenge

Accidents don't keep office hours. FNOL calls peaked in the evening and at weekends, when the claims team was thinnest, and callers who reached voicemail often called a competitor's tow service first.

Each FNOL call followed the same structure: verify the policy, capture what happened, where and when, collect the other party's details, and open the claim. Agents spent most of the call typing details into the claims system.

Callers were often stressed and speaking quickly in regional dialects, and the insurer's earlier IVR could not keep up. The insurer also needed every recording and record to stay in the Kingdom.

Why Sarj

• Calm, dialect-native conversations. Sarj agents understand Saudi dialects and handle interruptions naturally, which matters most when a caller is upset.
• Connected to the claims system. The agent checks the policy and opens the claim while the caller is still on the line.
• Compliant hosting. Sarj runs in Saudi Arabia on sovereign cloud and is deployed to meet SAMA and NCA requirements.

The solution

1. Policy check and triage

The agent identifies the caller and the policy, confirms everyone is safe, and routes any injury or emergency to a person immediately.

2. Guided claim intake

It then walks the caller through the incident, location and the other party's details in a natural conversation, and sends a link to upload photos of the damage before the call ends.

3. Claim opened in real time

The claim is created in the insurer's system during the call, and the caller hears their claim number and next steps before hanging up. Complex cases transfer to a claims handler with the full transcript and the fields already filled in.

Results

• 24/7 claim intake in Arabic and English, with no after-hours voicemail.
• 65% of FNOL calls completed end to end without a handoff.
• Under 4 minutes on average to log a claim.
• All recordings and claim data kept in the Kingdom.

Conclusion

FNOL is a short, structured conversation that matters a great deal to the person making it. Handing it to a voice agent that speaks the caller's dialect and acts in the claims system made the insurer available at the moment it counts, and gave its claims handlers back the time to work the claims.

The insurer is now extending the agents to policy renewals and claim status calls.