How Claimini turns glass damage FNOL into a fully automated voice experience with Avallon

How Claimini turns glass damage FNOL into a fully automated voice experience with Avallon

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Glass FNOL calls handled per month

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Average CSAT Score

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Glass FNOL handled end to end by AI voice agent

Danny Smith, VP of IT, Athens Administrators

"With Avallon we digitized one of our most tedious processes without losing the human touch for our drivers. The AI voice agent understands our fleet world, speaks natural German, and delivers clean FNOL data directly into our systems."

Felix Alexander Schneider, Senior Manager at Claimini

"With Avallon we digitized one of our most tedious processes without losing the human touch for our drivers. The AI voice agent understands our fleet world, speaks natural German, and delivers clean FNOL data directly into our systems."

Felix Alexander Schneider, Senior Manager at Claimini

About

Claimini is an independent, tech-forward auto TPA focused on vehicle fleets. From first notice of
loss to repair coordination, they make fleet damage handling simple, transparent, and fast for
drivers, fleet managers, and partners.

"With Avallon we digitized one of our most tedious processes without losing the human touch for our drivers. The AI voice agent understands our fleet world, speaks natural German, and delivers clean FNOL data directly into our systems."
– Felix Alexander Schneider, Senior Manager, Claimini

Challenge

Glass FNOL for fleets was eating up capacity and creating friction

For Claimini, glass damage is one of the higher frequency claim types. Drivers called at all
hours to report stone chips, cracks, and broken windows. The problems:

● Repetitive intake questions consumed valuable claims staff time
● Call process varied by agent, resulting in incomplete or non-standardized data
● After hours and peak times created queues and callbacks
● Critical safety checks needed to happen consistently, every time

Claimini wanted a scalable way to handle glass FNOL that would identify customers reliably,
capture details in a structured way, enforce safety rules, and deliver a friendly experience in
German, 24/7.

Solution

A fully conversational AI voice agent for glass FNOL intake

Claimini partnered with Avallon to deploy an AI voice agent that handles first notice of loss for
glass damage end to end.

Smart identification using Claimini's system of record

The integration connects directly to Claimini's backend. Incoming calls are matched against the
system of record using phone numbers and identifiers. When no match exists, the agent collects key details and runs a fuzzy search. If it still can't match the caller, it hands off to a human rather
than looping.

A glass-specific FNOL script in German

Avallon implemented Claimini's ideal glass FNOL process into a structured, conversational
script. The agent captures which glass is affected, damage type, size, and incident date. It
handles natural German expressions like "heute" (today), "gestern" (yesterday), or "letzte
Woche" (last week).

Built-in safety and escalation

Safety is a hard gate. If a window is smashed or the car may not be roadworthy, the AI stops the
standard process and transfers directly to a human for urgent handling. High-risk cases never
stay in a fully automated flow.

Clean data back into Claimini

Once the AI confirms the vehicle is safe and all details are collected. Structured FNOL data
flows straight into Claimini's systems where the repair order is initiated. Every interaction is
logged with transcripts and summaries for quality assurance.

Claimini partnered with Avallon to deploy an AI voice agent that handles first notice of loss for
glass damage end to end.

Smart identification using Claimini's system of record

A glass-specific FNOL script in German

Built-in safety and escalation

Clean data back into Claimini

Results

Faster glass FNOL, happier drivers, cleaner data

The impact:

● A large share of glass FNOL calls now handled end to end by AI without human
intervention
● Consistent identification and safety checks on every call
● Claims staff freed up to focus on complex, high-value cases
● Fleet drivers get immediate access 24/7 without queues or voicemail
● Structured, high-quality data flows into Claimini's tools from the first second

The experience remains fully German, natural, and aligned with Claimini's brand.

Data Security & Compliance

Claimini handles sensitive driver and fleet data under strict EU regulations. Avallon's platform
encrypts all data in transit and at rest. Customer data is not used to train AI models. Data is
retained only as long as needed, then securely archived or deleted. The entire infrastructure is
deployed in Europe for data residency compliance.

What's Next

Claimini and Avallon are exploring:

● Broader damage intake: Expanding to additional damage types that follow repeatable
patterns
● FAQ bot: A voice agent to handle commonly asked questions and help callers 24/7 with
conversational support

As Claimini grows its fleet business, Avallon's voice agents give them a scalable way to keep
the experience personal, structured, and always on

Claimini

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