Beyond Speed: Redefining Claims Success in an Era of Elevated Expectations
Speed was once the gold standard in claims resolution—but in 2025, it’s simply table stakes. Clients, regulators, and partners now evaluate claims outcomes based on fairness, transparency, communication, and consistency. For claims managers, mastering just speed no longer secures trust or differentiation; the new frontier is delivering excellence across multiple dimensions simultaneously.
Homeowners claim in the U.S. illustrate the growing tension. The 2025 J.D. Power U.S. Property Claims Satisfaction Study reveals that repair cycle time — from first notice of loss (FNOL) to completed repairs — has reached an average of 32.4 days, while the time to final payment now averages 44 days, both the slowest on record since 2008. (JD Power) These delays correlate strongly with a drop in customer satisfaction. When claims complete within 10 days, customer satisfaction scores hover around 762 on a 1,000‐point scale; claims taking more than 30 days see average satisfaction scores fall below 600. (IA Magazine, Insurance Business)
Clients are less forgiving of slowdowns, especially as costs rise. Premium increases and supply chain challenges for parts, labor, or outsourcing of repairs are extending repair and settlement cycles. The Study confirms customers feel they are “paying more for slower service.” (Insurance Journal, Insurance Business)
At Edge Claims, we are seeing these pressures firsthand. In our experience across personal auto and general liability lines, delays are often introduced in claims intake (verifying coverage), documentation hand-offs (repair estimates, photos, third-party reports), and delayed decisions on scope. These are often preventable friction points.
To meet raised expectations, we are expanding our claims scorecard to include not only cycle time and cost containment, but also metrics such as frequency of coverage surprises (unexpected denials or exclusions), number of adjuster touches per claim (fewer handoffs), claimant satisfaction (post-settlement feedback), and transparency metrics (how often claimants are updated, via what channel, and whether status-updates reflect accurate progress)
Communication clarity is emerging as a critical factor. The J.D. Power study demonstrates that customers’ satisfaction rises significantly when the insurer communicates clearly about both what is and isn’t covered, repair timelines, and what to expect at each step. When communication is ambiguous or delayed, trust dissolves rapidly. (JD Power, Insurance Business)
We are acting on that insight. Edge Claims is rolling out claimant-facing digital portals and mobile apps that display real-time status (e.g. “Inspection Scheduled,” “Estimated Payment Pending”), along with push notifications for key milestones — appraiser visit, repair start, part delays, or change of scope. Where complex coverage or liability issues arise, we ensure adjusters proactively reach out rather than waiting for requesters.
Accuracy and fairness are just as critical as speed. Fast but sloppy claim settlements risk regulatory scrutiny, negative reputational impact, and downstream cost (appeals, rework, litigation). As homes, autos, cargo systems increase in complexity—multiple vendors, sub-contracting, third-party repair networks—there is rising risk in variation of estimates, differing quality of parts, and inconsistent standards.
To fight that, we have strengthened our audit protocols. All high-value or high-complexity claims at Edge Claims undergo peer review; we analyze repair estimates vs market benchmarks; we monitor repair shop quality and part authenticity; and we hold ourselves to consistent, documented processes even when cycles are compressed.
Finally, we recognize that even with all the operational improvements, customer expectations are rising too quickly. Transparency about where delays may occur (parts, permit, weather, vendor scheduling), setting proper expectations early, and preserving a ‘human’ touch—adjuster check-ins, empathy for disruption—are vital. Those are what separate good performance from great performance.