Insurance
Measuring Digital FNOL: The Metrics That Matter
January 27, 2026 · 6 min read
Straight-through rate, time-to-first-contact and photo quality tell you more about your claims app than app store stars.
Digital adoption is the headline
The share of first notices arriving through the app rather than a phone call is the single number that predicts loss-adjustment expense savings.
Instrument the wizard step by step
Per-step drop-off shows you exactly which question kills the flow. In most builds it is the one asking for information the claimant does not have in front of them.
Watch photo usability, not photo count
Adjusters need specific angles. On-device capture guidance raises the share of usable images and cuts re-contact rates far more than asking for more photos.
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