Smart Claims Start with Smart Systems: How Adjusters are Saving Time and Money with Convenient, Secure, Centralized Claims Tools

March 31, 2025

In claims, every minute matters - and so does every decision.

As claims continue to soar in Canada, insurance adjusters are increasingly under pressure to close files faster, reduce costs, and ensure they’re handling claims securely and accurately.

In addition, persistent auto theft and fraud, the high demand for insurance adjusters, adjuster mobility concerns and new federal legislation impacts on recruiting insurance adjusters are making headlines.

Insurers are seeking out new ways to enhance claims handling and quickly deliver cheques into their customers’ hands when they need it most.

That’s why more insurance providers are turning to centralized claim tools that streamline adjusters’ workflows while delivering real savings, explains Darrell Parsons, CEO of ISB Global Services, a leading insurtech provider in Canada.

“While claims innovation is often discussed at a macro level, some of the most meaningful transformation is happening in the day-to-day work, where new technologies can create significant impact for adjusters, because that’s where they spend the bulk of their time,” Parsons adds. “By simplifying how their adjusters access reports and verify key claim details, insurers can save time and money and enhance their security.”

For example, a recent review by one of ISB’s client insurers found that streamlining just a few routine tasks saved nearly 20,000 hours of adjuster time in a single year. That translated into over $1 million in productivity gains, with the added bonus of improved accuracy, better IT security, and a more seamless experience for staff and claimants alike.

Smart claims start with smart systems

For many insurers, the challenge isn’t necessarily accessing the data points they need, it’s the time it takes to gather them from multiple systems, vendors, and formats. That’s where centralizing requests through a secure, integrated technology hub can make all the difference.

“Whether you’re investigating a collision, verifying ownership, or completing a claims file, integrated claims systems, such as ISB’s, enable adjusters to order and track documents from a single interface faster and with fewer errors,” explains Parsons.

With ISB’s direct integration into Guidewire, adjusters can reduce admin time by up to 40% per order, thanks to automated workflows and consistent report formatting. More importantly, they gain confidence that each submission is complete, secure, and traceable.

Did You Know?

The real opportunity for savings and efficiency lies in the everyday information adjusters are gathering to complete claims faster and with fewer touchpoints.

Some ways adjusters are leveraging centralized claim tech hubs to streamline claims and productivity include:

Requesting valuable data to support your file.

If You Have It... You Can Request It

• Have the driver’s license number? Get a Driver Record Abstract, CGI AutoPlus insurance history, FOI driving record, and license verification.
• Have the VIN? Request VIN history, PPSA/Carfax lien checks, owner plate searches, or claims history - all from one place.
• Have the address? Access land title searches, property assessments, and residential or commercial claim history.
• Have the Plate Number? Quickly verify ownership or licensing information.

Finding the source data that leads to a complete file.

If You Need It... You Can Find It

• Need ownership info? Pull it using VIN history, AutoPlus insurance history, or license plate history or owner plate history reports.
• Need sales transfer details, liens, or property info? Get what you need from PPSA, Carfax, and land/title search tools - all in one place.
• Need the address or date of birth? Derive it from Driver Record Abstracts or owner plate search.

“Knowing what’s available - and how to request it efficiently can significantly cut down the time it takes to assemble a complete file, validate information, or support a liability decision,” Parson says.

What else drives claims efficiency?

Beyond convenience, centralized claims tools can unlock:

• Stronger IT security
• Fewer errors through streamlined and accurate submissions
• Better data governance and cost tracking
• Significant savings on cheque issuance and third-party vendor fees

One insurer client of ISB’s reported over $2.6 million in total savings over four years by consolidating vendors and simplifying back-office workflows - without compromising on claims quality or customer service.

“In addition to frontline claims support, insurers can also leverage new technologies to proactively manage risk, protect claims integrity and combat fraud,” Parsons says.

For example, ISB’s secure RedFlag Alerts digital platform simplifies driver compliance for underwriters and fleet managers, flagging issues like violations or licensing gaps before they become costly problems. Throught its comprehensive suite of tools, including social media investigations, ISB also equips Special Investigations Units (SIUs) to accelerate fraud investigations – reducing financial losses, strengthening the fight against organized crime and ensuring fair claim outcomes.

“Adjusters don’t necessarily need more tools - they need the right ones,” Parsons says. “Centralized claim systems help adjusters move faster, work smarter, and deliver better results.”

By making it easier for adjusters to access the information they need - safely, accurately, and quickly - insurers can reduce costs, support better decisions, and deliver an exceptional claims experience for everyone involved.