Udfordring

A global property and casualty insurance carrier needed flexibility to scale up their property loss adjusting staff to respond to fluctuating claim volumes throughout the year. The policyholder experience was a top priority for them. Our client was focused on ensuring that wherever and whenever an event took place, each insured would have a timely response from an adjuster who would work quickly and accurately to resolve and pay out their claim. Transparency was also important to this client. They wanted real-time data related to claim inventory and adjuster assignments.

Løsning

We worked in close collaboration with the client to implement our desk adjusting solution in 2021. Since then, we have kept adjusters on standby, ready 24/7/365 to support their policyholders for daily claims and large-scale weather events. That has included our desk adjusters handling Hurricane Ian claims the weekend it hit in 2022, responding to Hurricane Beryl claims on the Fourth of July in 2024, stepping in to help with Hurricanes Helene and Milton that same year, and helping with the Palisades and Eaton wildfires in 2025. To track and evaluate our work, we developed a custom inventory and roster report that could be generated at the client’s set cadence and established monthly quality audit score targets.

My adjuster was very thorough and efficient. The whole process was settled quickly and according to the policy.”

Resultater

Our client has trusted us to assist with more than 300 weather events and 20,000 claims since 2021. In that time, we’ve been able to quickly adjust to the client’s staffing needs, providing more than 60 desk adjusters for large events, with the infrastructure in place to deploy more if needed. On claims our desk adjusters are assigned, we consistently make our initial contact within six hours and deliver monthly quality audit scores of 95% — exceeding client targets.

Excellent response time, excellent communication, excellent customer service. We could not be happier with our experience.”

My claim was handled very professionally, and I was kept informed of the process every step of the way.”

Support for over

300

weather events

20,000+

claims handled

Initial contact provided within

6 hours

Monthly quality audit scores of

95%