The verdict in three sentences
For a loss adjusting firm in London with 35 adjusters and 14,000 instructions a year, report turnaround is the first metric insurers use to score their panel. Custom claims management software costs 80,000 to 150,000 GBP, connects to insurer EDI and portal feeds, includes video inspection and generates reports from site photos and findings. Average turnaround drops from 21 to 12 days in a 5-month project, protecting the volumes insurers allocate.
Where the 21 days go
In most firms the delay does not come from the inspection itself but from the back and forth: instruction received then rekeyed, appointments booked by phone, photos sent by email, report drafted in a word processor, review, then manual upload to the insurer. Each step adds 1 to 4 days.
| Claim step | Current time | Target with software | Lever |
|---|---|---|---|
| Instruction receipt and allocation | 2 days | 0.5 day | Automatic EDI import, allocation by area |
| Appointment booking | 4 days | 1.5 days | Booking link sent to the policyholder |
| Site or remote inspection | 5 days | 4 days | Video inspection for 30 to 40% of simple claims |
| Collecting quotes and documents | 4 days | 3 days | Upload portal for policyholder and contractors |
| Report drafting | 4 days | 2 days | Pre-filled report, annotated photos embedded |
| Review and submission | 2 days | 1 day | Approval workflow, EDI submission |
| Total | 21 days | 12 days |
Package or custom: comparing at equal volume
Claims packages exist and suit small firms. Beyond 25 to 30 adjusters, firms want their own report templates, allocation rules and dashboards per insurer client, which packages handle poorly.
| Criterion | Claims package | Custom software |
|---|---|---|
| Upfront cost | 12,000 to 35,000 GBP | 80,000 to 150,000 GBP |
| Annual subscription for 35 adjusters | 30,000 to 60,000 GBP | 0, maintenance 15,000 to 28,000 GBP |
| 5-year cumulative cost | 162,000 to 335,000 GBP | 155,000 to 290,000 GBP |
| Insurer EDI connection | Standard | Included, feeds configured per client |
| Firm-specific report templates | Limited | Unlimited, per claim type |
| Integrated video inspection | Third-party add-on | Native, recorded and timestamped |
| Dashboards per insurer | Standard | Each client's SLA terms |
Over 5 years, custom costs the same or less, and the firm owns the tool.
Functional scope and cost
| Module | Scope | Indicative cost |
|---|---|---|
| Insurer EDI integration | Receiving instructions, sending reports and fee notes | 13,000 to 23,000 GBP |
| Scheduling and routes | Allocation by area and specialism, diary for 35 adjusters | 10,000 to 19,000 GBP |
| Field app | Photos, sketches, measurements, offline mode | 16,000 to 32,000 GBP |
| Video inspection | No-install link, screen capture, timestamps | 9,000 to 18,000 GBP |
| Report generation | Templates per claim type, annotated photos, signed PDF | 13,000 to 28,000 GBP |
| Management reporting | Turnaround per client, adjuster productivity, fees | 8,000 to 15,000 GBP |
| Security and UK GDPR | Role-based access, logging, UK hosting | 5,000 to 10,000 GBP |
Typical 5-month plan: 4 weeks of scoping with 3 lead adjusters, 12 weeks of development, 4 weeks of pilot with one insurer client, then gradual cutover.
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Catherine, managing director of a loss adjusting firm in London, runs 35 adjusters and 14,000 instructions a year. Report drafting takes an average of 2.5 hours per claim. With pre-filled reports and photos embedded automatically, it drops to 1.5 hours: 14,000 hours freed a year. Even reallocating only 40% of that time to new instructions, at 3 hours of work per instruction and 420 GBP average fees, the firm can absorb about 1,860 more instructions, over 780,000 GBP of potential revenue. For a 120,000 GBP build, payback is measured in months, before even counting the volumes protected by meeting SLA turnaround.
FAQ
Is insurer EDI integration hard to set up?
The firm needs access to each insurer's platform and must follow its exchange formats. Building the integration costs 13,000 to 23,000 GBP and takes 4 to 6 weeks.
Do insurers accept video inspection?
Yes for simple claims, typically escape of water and glass damage under 3,000 to 5,000 GBP. It covers 30 to 40% of claims in firms that have rolled it out widely.
Are auto-generated reports still signed by the adjuster?
Yes, the software pre-drafts from findings and photos, the adjuster reviews, adds conclusions and signs. The average saving is one hour per report.
Where is policyholder data hosted?
In the UK, with a certified provider, encryption and access logging. Hosting costs 250 to 700 GBP per month for 35 users.
Can historical files be migrated?
Yes, migrating 3 to 5 years of history is priced separately, between 3,000 and 9,000 GBP depending on source data quality.
Let's scope your project. Tell us your adjuster headcount, main insurer clients and current tool, and we will price claims software between 80,000 and 150,000 GBP with a 5-month 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.
