Harnessing Technology to Streamline Claims: How Public Adjusters Can Benefit From Digital Tools and AI

In recent years the job of a public adjuster has become more complex. Policy language, regulatory requirements and the sheer volume of information have grown tremendously riskandinsurance.com. Customers also expect prompt responses and a smooth experience when they submit a claim riskandinsurance.com. Many adjusters feel squeezed between helping their clients, keeping carriers and regulators satisfied and finding enough hours in the day to do it all. Technology offers a path forward. It reduces repetitive work so adjusters can focus on what matters — investigating losses, interpreting policies and negotiating fair settlements. This post explores how digital tools and artificial intelligence (AI) are transforming claims handling and explains how NeJame Claims Adjusting and software like Claim Mosaic can make the process easier.

Why Technology Matters for Public Adjusters

The insurance industry has always been data‑driven. It exists to identify and price risk based on past losses. As a result, insurers have been early adopters of technology — Travelers installed one of the first IBM mainframe computers in the 1960s insurancejournal.com. Today the flood of information from predictive analytics and increasingly complex policies leaves adjusters with a heavy workload riskandinsurance.com. Regulatory changes require adjusters to pay benefits promptly and accurately riskandinsurance.com. At the same time, policyholders expect fast, personalized service riskandinsurance.com.

Adjusters must juggle multiple roles. They are part of their client’s risk‑management team, yet they must comply with state regulations and coordinate with insurers riskandinsurance.com. New technology can relieve some of this pressure by automating mundane tasks and organizing data. Jeffrey Sickles, chief claims officer at Broadspire, notes that time is an adjuster’s most precious commodity and that technology should remove repetitive work so they can focus on customer service and reducing claim exposure riskandinsurance.com. AI models, predictive analytics and communication tools help adjusters keep up with expectations riskandinsurance.com.

Digital Tools and AI in Claims Management

Artificial intelligence has moved from a science‑fiction concept to a practical tool in everyday life. In claims handling, generative AI and machine‑learning models analyse huge amounts of information in seconds. Risk & Insurance reports that AI applications improve efficiency, communication and customer experience by bringing claims to resolution faster riskandinsurance.com. Analysts at Bain & Company estimate that generative AI presents a $100 billion opportunity in property‑and‑casualty claims handling, with potential to reduce loss‑adjusting expenses by 20–25 percent and leakage by 30–50 percent riskandinsurance.com. These savings arise because AI can screen documents, summarize conversations and triage claims more quickly than humans.

Joe Powell, chief digital officer at Gallagher Bassett, describes practical uses of AI: chatbots can summarize large volumes of notes in seconds; AI phone systems can listen to calls and create organized transcripts; and email‑triage tools highlight important messages riskandinsurance.com. These applications reduce time spent on paperwork and allow adjusters to manage more claims riskandinsurance.com. Some insurers already use “straight‑through processing” for high‑frequency, low‑severity claims where AI agents handle document processing, real‑time decisions and communications riskandinsurance.com.

AI tools are not infallible. Their outputs depend on the quality of the data used to train them riskandinsurance.com. Insurers must designate leaders to manage AI, continually refine models and strike the right balance of human oversight riskandinsurance.com. Without proper governance, AI can produce errors or “hallucinations” — incorrect responses that could harm claimantsriskandinsurance.com. Change management is essential; experts recommend testing AI models against human experts before full deployment riskandinsurance.com.

Beyond AI, predictive analytics have become part of an adjuster’s daily work. Patrick Nails, chief claims officer at Arch Insurance, notes that adjusters now interpret and discuss data trends with underwriters and actuaries riskandinsurance.com. As data fields grow and texting becomes a standard communication channel, adjusters must adapt to new systems riskandinsurance.com. Tools that capture, organize and share data seamlessly are essential.

Virtual Inspections and Remote Assessment Tools

One of the most visible changes in claims handling is the rise of virtual inspections. In the past, adjusters spent hours driving to damaged properties, climbing onto roofs or walking through flood‑damaged houses. Advances in digital‑twin technology, drones and mobile apps now allow inspectors to evaluate properties from a distance. Matterport, a company that creates 3‑D “digital twins” of physical spaces, explains that virtual inspections can reduce costs, improve safety and streamline document management. When inspectors no longer need to travel to a site, they save time and avoid the dangers of unstable structures.

A virtual inspection is a remote assessment using videos, virtual tours or video conferencing. While on‑site inspections provide detailed views, they involve substantial “windshield time” — the hours spent driving to and from sites, scheduling visits and preparing reports. Virtual inspections drastically cut travel and scheduling conflicts, enabling inspectors to conduct assessments promptly. Studies cited by Matterport show that virtual inspections take less time than traditional inspections. Less travel also reduces costs for accommodation and allows inspectors to handle more assessments each week.

Virtual inspections improve document storage and collaboration. Digital inspection reports, photos and receipts can be managed in the cloud. With digitized records, adjusters can quickly find the information they need and share documents with colleagues and clients. This makes it easier to collaborate with engineers, contractors and policyholders — an essential benefit when natural disasters damage many properties at once.

Matterport identifies several types of virtual inspections. Commercial site inspections use digital twins to document construction progress and communicate findings across teams. Residential property inspections allow adjusters to review homes remotely. The underlying theme is that digital models, high‑resolution imagery and cloud‑based collaboration accelerate the claims process while maintaining accuracy.

Data Analytics and Machine Learning

Advanced data analytics and machine‑learning algorithms sift through vast amounts of information to identify patterns and predict outcomes. Research cited in one industry report (via the ITEL article) found that these technologies can reduce claims servicing costs by up to 30 percent while improving accuracy and customer satisfaction itelinc.com. Tools such as drones, satellite imagery and mobile apps enable remote inspections and data collection, accelerating claims evaluation and improving transparency itelinc.com. These remote technologies have become more common after the COVID‑19 pandemic and remain a key part of modern claims handling itelinc.com.

The benefits of analytics extend beyond efficiency. Machine‑learning models can flag potential fraud by analyzing trends and unusual patterns riskandinsurance.com. Predictive models help determine appropriate reserves and decide whe

ther to involve a nurse or case manager in a workers’ compensation claim riskandinsurance.com. Some AI tools can even interpret policy wordings to accelerate coverage decisions and ensure consistency riska

ndinsurance.com. These insights allow adjusters to anticipate issues, allocate resources wisely and keep claims on track.

Combining Technology with Human Expertise

Despite the excitement surrounding AI and automation, human expertise remains indispensable. The Insurance Journal notes that the insurance industry has evolved through multiple phases of risk assessment, from “one size fits all” pricing to big data and predictive analytics insurancejournal.com. The current phase — AI — compresses the time needed for underwriting, pricing and fraud detection insurancejournal.com. Yet experts caution that AI can introduce new risks, such as fraudulent AI‑generated images or documents insurancejournal.com. Adjusters and insurers must implement proper governance, test systems thoroughly and remain vigilant against fraud riskandinsurance.com.

Even as automation handles routine cla

ims, complex cases require human judgment and empathy. Adjusters interpret policy language, quantify losses, manage negotiations and ensure fairness — tasks that AI cannot fully replicate. As one industry leader put it, the role of the adjuster is evolving into a partnership with underwriting, actuarial and product development teams riskandinsurance.com. Adjusters now serve as resources across the company, using data insights to inform new products and risk management riskandinsurance.com.

Training and education are essential. Experts emphasize that even experienced adjusters need guidance as the role changes and technology advances riskandinsurance.com. Adjusters must be trained not only to use new tools but also to understand their limitations and ensure fairness riskandinsurance.com. Implementing AI responsibly involves checking automated outputs, protecting client data and investing in ongoing education sedgwick.com. Technology should augment human skills, not replace them.

How Claim Mosaic Supports Public Adjusters

While there are many tools on the market, not all are designed specifically for public adjusters. Claim Mosaic was created by a public adjuster to simplify and streamline claim management claimmosaic.com. Many adjusters complain that existing software is clunky and outdated claimmosaic.com. Claim Mosaic offers a level of simplicity and power that is unmatched in traditional claim management software claimmosaic.com.

Simplicity and Power

Claim Mosaic provides multiple tiers to fit firms of different sizes and budgets claimmosaic.com. The Simple tier allows up to three users and offers unlimited claim tracking, lead management, file storage and workflow management claimmosaic.com. It’s ideal for solo adjusters or small teams that need to keep organized without paying for extra features they won’t use. The Professional tier offers unlimited users, custom fields, advanced accounting and email tracking claimmosaic.com. For larger firms, the Enterprise tier adds AI capabilities, e‑signature functionality and an advanced external claim portal claimmosaic.com.

Built for Adjusters, by Adjusters

Claim Mosaic’s development philosophy is “do the right thing in as few steps as possible” claimmosaic.com. Because it was co‑founded by a public adjuster, the platform includes features that matter most in the field: lead tracking, document storage, task management and powerful reporting claimmosaic.com. The software uses modern technology to future‑proof its platform and continually adds new features like AI document recognition and machine learning to make claim management easier claimmosaic.com.

Tailored Fit and Support

Not every public adjusting firm operates the same way. Claim Mosaic allows users to customize fields and claim statuses to fit their workflows claimmosaic.com. It offers different price points, making it accessible for individuals and firms with hundreds of staff claimmosaic.com. The team behind Claim Mosaic listens to user feedback and invites customers to suggest new features claimmosaic.com. They also offer assistance with data migration an

d training to ensure a smooth transition claimmosaic.com. Support is available whenever adjusters need help claimmosaic.com.

By combining ease of use with powerful tools, Claim Mosaic helps adjusters keep track of every detail, collaborate with team members, manage communications and produce timely reports. When adjusters adopt technology like Claim Mosaic, they free up time to focus on negotiating fair settlements for their clients and building relationships.

Practical Tips for Implementing Technology

1. Start with clear goals. Identify the pain points in your current workflow. Are you spending hours organizing documents, chasing signatures or scheduling inspections? Knowing what you want to fix helps you choose the right tools.
2. Train your team. Whether you adopt a new claims platform, AI tool or virtual inspection technology, invest in training. Make sure everyone understands how to use the software and how to verify automated outputs riskandinsurance.com.
3. Maintain human oversight. Use technology to assist, not replace, your judgment. Review AI recommendations and ensure they align with real‑world conditions riskandinsurance.com. This protects clients and reduces risk.
4. Protect data. Digital tools store sensitive client information. Work with vendors that prioritize security and privacy. Develop internal policies to safeguard data and comply with regulations riskandinsurance.com.
5. Stay informed. Technology evolves rapidly. Follow industry news, attend webinars and participate in professional networks to learn about new tools and best practices. Continuous learning helps you stay competitive and serve clients better.

Looking Ahead

The world of insurance claims is changing quickly. Extreme weather events, rising construction costs and evolving regulations make each claim more challenging. At the same time, new technologies like AI, digital twins and cloud‑based platforms promise faster resolutions, improved accuracy and better customer experiences. Analysts predict that generative AI could unlock billions of dollars in savings and efficiencies in the property‑and‑casualty sector riskandinsurance.com. Adjusters who embrace technology will be able to handle more claims without sacrificing quality.

However, technology is only part of the solution. Human expertise remains the foundation of good adjusting. Adjusters must continue to interpret policies, investigate losses and negotiate fair settlements. The best outcomes occur when technology and human skills work together. That’s why tools built specifically for public adjusters, like Claim Mosaic, are so valuable. They simplify routine tasks, provide powerful data insights and free adjusters to focus on serving clients.

By adopting the right digital tools and maintaining a commitment to professional integrity, public adjusters can navigate the modern claims landscape with confidence. Whether you are a solo adjuster or a large firm, technology offers new ways to improve efficiency, accuracy and client satisfaction. The future of public adjusting belongs to those who combine the art of negotiation with the science of data — and who leverage tools like Claim Mosaic to deliver the best possible outcomes.