Streamlining Property Insurance with Self-Service Workflows and Video Technology
Industry: Insurance
Tags: #InsuranceTech #ClaimsAutomation #HurricaneDamage #DigitalTransformation
What is the starting point for insurance?
As extreme weather events such as hurricanes become more frequent, property insurers are under increasing pressure to process claims quickly and accurately.
Leveraging self-service workflows and video technology allows insurers to streamline the claims process, improve customer experience, and enhance decision-making. From initial loss reporting to complex damage assessments, digital tools help insurers collect the right information at the right time – while also mitigating fraud risks and optimizing operational efficiency.
Handling Hurricane Damage with Self-Service FNOL
Imagine a homeowner reports damage after a hurricane has passed through their area. Using a self-service workflow, they can quickly submit a First Notice of Loss (FNOL) by providing images of their damaged roof and exterior, along with a geolocation tag from their mobile device.
The intuitive, guided process ensures that all critical information – such as the extent of visible damage, time of the event, and property details – is captured efficiently.
With this structured data, the insurer can immediately assess the claim, confirm the event’s proximity to the hurricane’s path, and initiate the appropriate next steps without delay. This rapid response minimizes processing time and reassures the policyholder that their claim is being handled efficiently.
With policy-specific guided self-service workflows policyholders easily share key claims information. The structured allows automation of triage for effective follow-ups.
From Self-Service FNOL to Expert Triage
In cases of more complex damage – such as water intrusion caused by storm-related flooding – self-service FNOL submission is just the first step.
A homeowner may report issues such as water seeping into walls and floors using a self-service workflow, submitting photos and descriptions.
However, due to the complexity of water damage, insurers must decide on the next course of action through an efficient triage process.
In cases of more complex damage – such as water intrusion caused by storm-related flooding – self-service FNOL submission is just the first step in the journey toward resolution. While simple claims can often be handled entirely through guided workflows, others require deeper investigation.
Imagine a homeowner noticing water seeping into walls and floors after a severe storm. Through a self-service workflow, they can quickly report the issue by submitting photos, descriptions, and geolocation data—all from their smartphone, without waiting for an adjuster to arrive.
But water damage can be tricky. It often spreads unseen, and its true extent may not be immediately clear. That’s why insurers need an efficient and structured triage process. Based on the data provided, insurers can decide whether to initiate a live video inspection, schedule an on-site visit, or escalate to a specialist. This flexible approach ensures fast, appropriate response without overwhelming field teams—ultimately leading to faster settlements and better customer satisfaction.
With water damage claims, video assistance helps handlers see, guide, and settle claims more effectively—faster and with greater accuracy.
Smarter Triage Options at Your Fingertips
Once the initial self-service FNOL is submitted, insurers have several pathways to efficiently continue the claims process, depending on the complexity and clarity of the situation:
Onsite Adjuster Deployment
When early indicators point to significant or hard-to-assess damage, a physical visit by a claims adjuster ensures a thorough, hands-on evaluation.
Live Video Assistance
For cases that don’t demand immediate onsite presence—or when field resources are limited—a remote video session provides the clarity needed. Adjusters can guide policyholders in capturing targeted visual data, like probing for hidden moisture or inspecting hard-to-reach areas.
Straight-to-Decision
If the initial submission is comprehensive and leaves no doubts, claims teams can move directly to approval or provide early guidance on mitigation steps—ensuring the customer can act quickly and with confidence.
By matching the right triage option to each claim, insurers save time, reduce costs, and deliver a smoother experience to customers—without compromising accuracy or service quality.
Ready to Rethink Your Claims Process?
With DLEGATE, you can combine self-service, remote video, and expert decision-making in one seamless platform—tailored to your workflow and policyholder needs.
