Nearly 80% of U.S. homeowners would use their smartphones to document property damage for an insurance clai
m, according to a new survey that suggests self-service digital tools could play a larger role in future claims handling.
The online survey of more than 1,120 insured homeowners fr
om Xceedance conducted nationwide in July also found that interest in
digital tools extends beyond the claims process. More than half of resp
ondents (55.8%) said they would take smartphone photos to obtain a quote for a new policy.
Older respondents, often assumed to be less tech-savvy, were among the most willing to try digital methods. M
ore than 80% of people age 6
0 and older said they would photograph damage themselves for insurers.
However, the study also highlights a confidence gap when using n
ew technology. The majority (61.9%) of homeowners worry that
making a mistake, such as missing or mislabeling a photo, could affect co
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verage or claim approval, while 46% were unsure what or how much to document. Other concerns included app complex
ity, time commitment and privacy. To close the gap, 63.7% of respondents said they would welcome clear step-by-
step guidance, 48.3% wanted live help and 38.6% said they would rely on their agents for support.
The report also found that 62.5% of homeowners say they are some
what or very likely to try smartphone inspections if their insurer offered the option.
The findings come amid a continued rise in catastrophe losses. According to LexisNexis Risk Solutions, catastr
ophic property claims accounted for 46% of all homeowner losses in 20
23, with hail and wind damage leading the growth.
The report’s authors say growing consumer readiness to ha
ndle parts of the claims process could help carriers reduce delays and improve satisfaction, but only if tools includ
e guidance to prevent mistakes that might delay coverage decisions.
When asked why they’d embrace digital DIY tools, the survey show
s that homeowners pointed to several benefits: Convenience of doing i
t on my own schedule; no need to schedule an inspector; avoiding letting someone into my home.