Sukoon Insurance has announced the upcoming launch of its advanced Agentic AI Solution for First Notice of Loss (FNOL), a major technological milestone designed to transform the claims processing experience for its customers. This deployment will drastically reduce wait times and streamline claim registration by providing rapid, data-driven responses to customers at their most critical moment of need.
Historically reliant on its call centre, Sukoon initiated its digital claims journey in 2024 by launching a mobile app featuring built-in OCR technology and claim submission. Today, the company handles tens of thousands of motor claims annually and receives thousands of emails per month. Because digital self-service channels currently accommodate specific accident types, a vast majority of claims still require direct or email processing.
To manage this immense volume, the Agentic AI FNOL eliminates the manual time taken by customer service agents to individually open and review emails and documents. If the submitted documents are in order, the AI automatically registers the claim in real time. However, if a document is illegible or missing, the Agentic AI steps in to draft a response email for the agent. Even during follow-up communications and in case of missing or unclear documentation, the AI will proactively draft the subsequent response email, keeping it ready for the call centre agent's final review.
"When our customers experience a loss, their priority is a swift, seamless resolution. Our new Agentic AI Solution ensures that from the second they reach out, they are met with immediate, intelligent assistance," said Mr Hammad Khan, Interim CEO and CFO at Sukoon Insurance. "By streamlining the FNOL process and utilising sophisticated document recognition, we are not just saving time; we are delivering on our promise to provide exceptional, frictionless service when our customers need us the most."
The implementation of this system will also empower Sukoon’s claims handlers. By optimising the routine intake, initial processing and preliminary reviews, the Agentic AI frees up the team’s human experts to focus on more complex claim resolutions and personalised customer care, driving both operational efficiency and heightened customer satisfaction.