Case Study: Protective Insurance achieves timely, automated FNOL acknowledgements and frees claims staff with Roots Automation

Protective Insurance - Customer Case Study

Protective Insurance, a multiline commercial insurance carrier, faced a bottleneck in its First Notice of Loss (FNOL) process where two full-time staff were dedicated to sending claim acknowledgement letters—creating regulatory risk, employee disengagement, and PII-handling concerns. They engaged Roots Automation to apply its Digital Coworkers capability, specifically a pre-trained Claims Assistant Digital Coworker, to automate the acknowledgements.

Roots Automation deployed the Claims Assistant Digital Coworker using RPA and workflow management to pick up new claims, determine who must be notified and by what channel, generate the acknowledgement letters, and print or send them automatically. The solution required no human input after go-live, let Protective Insurance repurpose the two full-time employees to higher-value claims work, eliminated the monotonous task, and improved timeliness and compliance of claim acknowledgements.

Protective Insurance

Lea Lundquist

VP Claims Administration