Glass FNOL calls handled per month
Average CSAT Score
Glass FNOL handled end to end by AI voice agent
About
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.
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