October 9, 2025
In the world of large property loss claims, assembling the right team is only the beginning. Once your experts are in place, clear and consistent communication becomes the glue that holds the entire project together. Without it, even the most qualified professionals can miss the mark – leading to delays, confusion and increased claim costs.
Why communication matters
Large property losses are complex by nature. They often involve multiple stakeholders, including the insured, brokers, insurers, adjusters, contractors, forensic experts and legal counsel, each bringing unique perspectives, skills and priorities to the table. Effective communication ensures that everyone is aligned, informed and working toward the same goal: a fair, timely and efficient resolution.
Start with the insured’s priorities
The foundation of strong communication begins with understanding the insured’s concerns. What are their most pressing needs? Are they worried about business interruption, reputational impact or the safety of their employees and customers?
These priorities should be clearly communicated to every member of the claims team. With everyone aligned on what matters most to the insured, they can tailor their approach accordingly. Whether that means accelerating certain parts of the process, prioritizing specific repairs or providing more frequent updates, they’ll work towards a common goal.
Define the scope and timeline
Once priorities are established, it’s time to define the scope of work. What needs to be done, by whom and in what order? Mapping out a critical path response helps clarify dependencies and ensures that no step is missed. This includes:
- Identifying key milestones and deadlines.
- Assigning ownership for each task.
- Highlighting actions that are contingent on others.
- Flagging potential bottlenecks or risks.
A well-defined plan sets expectations and gives everyone a roadmap to follow, reducing confusion and improving accountability.
Stay connected and document everything
Communication is an ongoing process that requires regular check-ins, updates and adjustments. By establishing a cadence for team meetings and stakeholder updates, you create touchpoints to help ensure the project stays on track and that any issues are addressed promptly.
Equally important is documentation. Every decision, update and change should be recorded and shared with relevant parties. This creates a clear audit trail and helps prevent misunderstandings and ensures that new team members can quickly get up to speed if needed.
Tailor communication to the audience
Not all stakeholders need the same level of detail. Tailor your communication style and content to the audience:
- Insureds may want high-level updates focused on progress and impact.
- Adjusters and insurers may require detailed reports and technical documentation.
- Contractors and vendors need clear instructions and timelines.
By customizing your communication, you show respect for each stakeholder’s time and priorities and improve the chances of a smooth collaboration.
Use technology to your advantage
Modern claims management platforms and collaboration tools can streamline communication and improve transparency. Shared dashboards, real-time updates and centralized document repositories help keep everyone informed and reduce the risk of miscommunication.
At Sedgwick, we leverage advanced technology to support seamless communication across teams and geographies, ensuring ensure that all parties have access to the latest information. Our experts are trained to use these tools, maximising their efficiency and keeping them connected at every moment.
The human element
While technology plays a vital role, it’s the human element that truly makes communication effective. Empathy, active listening and responsiveness go a long way in building trust and maintaining strong relationships. In high-stress situations like large property losses, stakeholders appreciate clear, honest and compassionate communication.
Final thoughts
Managing large property loss claims is a team effort, and communication is what keeps that team functioning at its best. By prioritizing clarity, consistency and connection, claims professionals can reduce friction, improve outcomes and deliver the kind of service that clients remember.
At Sedgwick, we believe in that caring that counts, and that includes how we communicate. Whether it’s a routine update or a critical decision, we strive to keep our clients informed, empowered and supported every step of the way.
