How insurance form design increased accurate notetaking by 74%

An important facet of making an insurance claim comes down to the first call. In that call, it is vital to capture as much information about an accident so the insurance company can accurately assess the damages that need to be paid out. Supposedly, first notice of loss (FNOL) sheets are used by insurance companies to ensure that information collection occurs correctly. Unfortunately, these sheets are often filled out incorrectly or inadequately, leading to increased costs, wait times, and difficulties in receiving payouts.

Topdanmark, a top insurance firm from Denmark, paired with Kurkow, a behavioral science firm, to help improve FNOL notetaking in their employees. By improving the sheet’s choice architecture, providing question prompts, and making the process more visually appealing, Kurkow was able to improve the amount of acceptable FNOL notes by 74%.