flowchart TD
    A[Customer reports loss phone, email or web form] --> B[Intake clerk logs FNOL manual data entry]
    B --> C{Complete info?}
    C -- No --> D[Clerk calls customer back avg 1.8 days later]
    D --> B
    C -- Yes --> E[Clerk checks coverage separate policy system]
    E --> F[Clerk assigns to adjuster by manual round robin list]
    F --> G[Adjuster confirms receipt avg 2.4 days after assignment]

The as-is process runs across three disconnected systems (phone/web intake, the claims system and the policy system) with no automated handoff between them. Average time from first notice of loss to adjuster confirmation is 5.6 days.

flowchart TD
    A[Customer reports loss any channel] --> B[Intake form validates required fields at entry]
    B --> C[System checks coverage automatically, policy system]
    C --> D[System assigns adjuster by workload and specialty]
    D --> E[Adjuster confirms receipt same business day]

The target state removes the manual callback loop by validating required fields at the point of entry, and removes the manual round robin by assigning on workload and specialty. Target time from first notice of loss to adjuster confirmation is 1.5 days.