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The insurance industry, in order to remain competitive, has continuously kept pace with advances in technology. Insurers have been moving toward paperless files and “virtual” claim departments. Service providers to the insurance industry have developed and employed new systems to assist insurer productivity. Increasingly, insurers are turning toward “virtual adjusting” to meet the challenge of strategic claims management.

In current applications, virtual adjusting is accomplished by sending a trained and certified cleaning and restoration professional, equipped with an internet-compatible video camera, to a property claim site. The camera is plugged into a phone jack or into a high-speed cable connection, and can then send live streaming video over a password protected Internet site.

Audio communication with the adjuster is accomplished with a cell phone. Insurers log onto the Web site and inspect the damage in real time. Since adjusters can direct the course of the inspection, they are not just observers but instead are participants. The cleaning technician can be asked to pan the camera to the right or left or to zoom in on specific objects of interest. From the comfort of the office, adjusters can agree to the scope of loss. If a picture is worth a thousand words, live streaming, full-motion video is priceless.

In the right hands, virtual adjusting is much more than the use of a webcam. The virtual adjusting process can allow images to be digitalized and stored in insurer claim files. It is also enhanced by web-enabled two-way communication, pre-recorded video, digital photos, diagrams, and estimates.

The almost instant communication reduces “leakage” caused by time-related expenses in the claims process. When time is wasted, vital information is often lost. The ability to eliminate travel time-related expenses enables insurers to be more productive.

The process allows adjusters to promptly identify problems and focus on the best solutions, which makes a significant difference in how effectively and quickly they can close a file. Since virtual adjusting speeds up the adjustment of claims in most cases, it expedites the payment of claims and saves every party involved money while assuring the job is done right.