The verdict in three sentences
A loss adjusting firm handling 9,000 instructions a year mostly leaks money in two places: reports filed outside panel SLAs and fees invoiced against the wrong insurer scale. Software that centralises incoming instructions, tablet-based site reports and automatic fee calculation per insurer fixes both leaks at once. For a 40-adjuster London practice, a bespoke build sits in Kolonell's medium to complex application bracket and typically pays back in under 18 months.
Where time and margin disappear today
In many London and South East adjusting firms, instructions still arrive through insurer portals, delegated authority bordereaux, email or EDI messages. A claims handler rekeys them into a spreadsheet or an ageing case system, allocates them by postcode, and the adjuster takes notes on paper or a phone before writing the report in the evening. Each step adds delay and error.
Insurers and Lloyd's managing agents impose tight service level agreements: first contact within 24 to 48 hours, site visit within 5 to 10 working days, preliminary report within 10 to 30 days depending on the claim type. Missed SLAs show up in panel reviews, and a weak score means fewer instructions next quarter.
| Stage of the claim | Typical 2026 situation | With purpose-built software | Estimated gain |
|---|---|---|---|
| Receiving the instruction | Manual rekeying, 6 to 8 min | Automatic import from portal or email | 5 to 7 min per claim |
| Allocation | Phone calls, shared spreadsheet | Rules by postcode, expertise and workload | Response time halved |
| Booking the visit | Several calls | SMS with a slot booking link | 1 to 2 calls avoided |
| Site inspection | Paper notes, scattered photos | Tablet form, time-stamped and geotagged photos | 30 to 45 min less writing |
| Report drafting | Copied Word template | Report generated from captured data | 40 to 60 % of drafting time |
| Filing with the insurer | Manual upload, misses | Tracked filing, alerts 3 days before the SLA | Late reports cut by 60 to 80 % |
| Fee invoicing | Scale checked by hand | Automatic calculation per insurer | Billing errors close to zero |
Fee scales: the real financial issue
Every insurer has its own scale: fixed fees by claim value band, uplifts for urgency or travel, file opening fees and hourly rates for complex or major losses. A firm on 12 to 20 panels juggles as many scales, revised every year. Missed uplifts and wrong bands commonly cost 1.5 to 3 % of revenue, as a 2026 order of magnitude.
The software stores scales by insurer and validity period, applies the right band according to the reserve or settlement figure in the report, and prepares the fee note in the format each client expects. The adjuster no longer picks the figure: they approve it.
| Software option | Indicative 2026 cost | Fee scale fit | Tablet reports | Limits |
|---|---|---|---|---|
| Spreadsheets and Word | Almost nil | Manual | No | Errors, no audit trail |
| Off-the-shelf claims platform | 50 to 130 GBP per user per month, order of magnitude | Partly configurable | Often | Rigid, connectors limited to large insurers |
| Platform + custom work | Licence + 12,000 to 35,000 GBP configuration, order of magnitude | Good | Yes | Vendor lock-in |
| Kolonell bespoke, medium application | 4,000,000 to 7,000,000 FCFA (6,100 to 10,670 EUR) | Full | Yes | 3 to 5 month project to steer |
| Kolonell bespoke, complex application | 7,000,000 to 15,000,000+ FCFA (10,670 to 22,870+ EUR) | Full, with EDI and multi-office | Yes, offline | Serious scoping required |
A simple application, 2,500,000 to 4,000,000 FCFA (3,810 to 6,100 EUR), is enough for a 5 to 10 adjuster firm that only needs to track claims and deadlines. Connectors to insurer portals, e-signature and hosting are priced in the quote. Application maintenance follows the 35,000, 75,000 or 120,000 FCFA monthly grid (53, 114 or 183 EUR).
What the specification must cover
For a 40-adjuster practice, four blocks are essential. A claims portfolio with each insurer's SLA and graded alerts. An offline tablet app, because many inspections happen in basements, warehouses or rural sites without signal. A report generator that assembles photos, measurements, costings and conclusions into each insurer's template. And a fees module connected to the accounting system.
On compliance, reports contain policyholder personal data and sometimes health data in injury claims: UK hosting, role-based access and an access log are needed from day one under UK GDPR, together with the record keeping expected by FCA-regulated clients.
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Sarah, managing partner of a 40-adjuster firm in London, runs the numbers. The firm handles 9,000 instructions a year. Rekeying and drafting average 1 h 10 per claim; the software saves 35 minutes, which is 5,250 hours a year. At 55 GBP per loaded hour, that frees 288,750 GBP of capacity, reinvested in additional instructions.
On billing, the firm invoices 5,000,000 GBP of fees a year. If 2 % was lost to missed uplifts, recovery is worth 100,000 GBP a year. With a complex build around 12,000,000 FCFA (about 18,300 EUR) and Premium maintenance at 120,000 FCFA a month, fee recovery alone covers the investment within a few months, before counting better panel scores.
FAQ
How long does a bespoke adjusting system take to deploy?
Allow 3 to 5 months for a medium application, including 3 to 4 weeks of scoping. A phased rollout, one office or one insurer at a time, limits switchover risk.
Can it connect to insurer portals?
Yes where the insurer exposes an API or EDI feed, which most large carriers and managing agents do. Otherwise structured email import covers 80 to 90 % of instructions; the exact scope is priced in the quote.
Does the tablet app work without signal?
Yes, offline capture is part of a complex application: photos and notes sync as soon as signal returns. An adjuster often completes 4 to 6 visits a day without guaranteed coverage.
How do you handle 15 different fee scales?
Each scale is stored with its validity period, bands and uplifts. The software applies the right one according to the instruction date, removing manual lookups and the 1.5 to 3 % leakage.
Is the data UK GDPR compliant?
UK or EU hosting, role-based permissions and access logging are designed in from the start. Report retention, often 6 to 10 years, is configured to your obligations.
Let's scope your project. Tell us about your insurer panels, claim volumes and report templates, and we will define the scope and a 3 to 5 month rollout plan. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
