Customer Story
Markel modernizes FNOL intake to cut claim setup time by 48%
FNOL Processing Time
Company
Profile
Markel, a leading specialty insurer operating across the United States and Bermuda, modernized how First Notice of Loss documents enter and move through its claims operations to improve speed, accuracy, and customer experience. As part of its enterprise initiative to centralize claims processing on Guidewire ClaimCenter, Markel identified manual FNOL intake as a major operational bottleneck. To address this challenge, Markel partnered with Indico Data and implemented Indicoās Intake & Orchestration Platform to automate FNOL ingestion, validation, and routing. By transforming intake into a scalable operational capability, Markel accelerated claim setup, improved data accuracy, and reduced claim setup time by 48%.
Problem
Manual FNOL intake slowed claim setup and increased operational effort
FNOL submissions arrived across multiple channels and required operations teams to manually review, classify, and enter claim information into downstream systems. This process was time consuming, prone to errors, and difficult to scale across lines of business. Manual verification of policy and loss details slowed claim setup and delayed customer response times. Markel needed a scalable solution to standardize intake, reduce manual effort, and ensure accurate, system ready data entered claims workflows quickly.
Solution
Implementing an intake and orchestration platform integrated with Guidewire ClaimCenter
Markel selected Indico Data to serve as the intake and orchestration layer for FNOL workflows. Indicoās platform was configured to ingest FNOL submissions, extract and validate key claim information, and deliver structured, system ready outputs directly into Guidewire ClaimCenter. Automated validation ensured policy alignment and data accuracy while reducing the need for manual review. This enabled Markel to modernize claim intake while maintaining operational control and scalability.
Results
48% faster claim setup and improved operational efficiency across claims workflows
With Indico in production, Markel significantly reduced claim setup time and improved operational efficiency. FNOL data is now processed faster and with greater accuracy, allowing claims teams to respond more quickly and consistently. Manual effort decreased, lowering operational costs and freeing staff to focus on higher value work. With Indico as its intake and orchestration layer, Markel established a scalable foundation to support continued claims automation and improved customer experience.
