The Future of Property and Contents Claims: Embracing an Ecosystem-Driven Approach

Guest author - Bryn McKay, Chief Operating Officer, Codafication
April 28, 2025

With an evolving environmental and regulatory landscape, traditional property and contents claim systems and processes are proving inadequate. Insurance carriers, adjusters, and property owners are facing more regular and severe weather events and increasing regulatory complexities that demand a shift toward a more comprehensive, ecosystem-driven solution.

The Digital-First Demand

Modern policyholders expect a self-service, digital-first approach with real-time updates and direct communication with the people servicing their claim. The rise of mobile technology and data-driven automation has set new standards for service delivery. Customers no longer tolerate prolonged processing times, manual documentation, or lack of transparency. They want:

  • Instant access to real-time claim statuses through online portals.
  • Real-time communication with adjusters and service providers.
  • Automation to accelerate approvals and payouts.

The Regulatory Shift

Regulatory bodies across the globe are introducing new policies aimed at improving claim services and ensuring better customer experiences. These changes require insurance carriers to enhance transparency, reduce claim processing times, and leverage digital tools to provide more efficient services. Key regulatory updates include:

  • Stricter Timelines for Claim Resolution: Insurers must process and settle claims within a defined period, minimizing delays that often frustrate policyholders.
  • Improved Communication Requirements: Carriers must ensure real-time updates and clear communication channels between claim handlers and policyholders.
  • Enhanced Data Security and Compliance: Regulations now mandate stronger data protection measures to secure sensitive customer information in digital claims processing.

The Ecosystem-Driven Solution

To meet these demands, insurers must embrace an interconnected ecosystem that brings together policyholders, adjusters, and contractors with data-driven automation.

A modern claims ecosystem includes:

Cloud-Based Claims Management Systems for scalability and seamless integration.

Digital Collaboration Tools to connect stakeholders and enhance communication.

Structured Data leveraged with historical claim data and industry data to automate the next step in the claim process.

The Benefits of a Modernized Approach

Adopting an ecosystem-driven model improves efficiency, reduces claim processing times, enhances accuracy, and ultimately improves customer satisfaction. By leveraging technology, insurers can move beyond reactive claim processing to proactive risk management, offering more value to policyholders and strengthening trust in the process.

“The insurance industry is at a critical juncture where digital transformation is no longer optional - it is essential. Companies that modernize their claims process by embracing automation, self-service capabilities, and interconnected ecosystems will not only stay competitive but also provide an exceptional customer experience. The future of property and contents claims lies in an agile, tech-driven approach that prioritizes speed, transparency, and policyholder empowerment” - Bryn Mckay, Chief Operating Officer, Codafication.

Codafication’s Journey With Guidewire So Far

Codafication is at the forefront of this industry shift with its innovative platforms, Crunchwork - a comprehensive, cloud-based claim assessing and supply chain management platform and Virtual Assist – a video collaboration tool for face-face customer engagement and instant remote assessment of damage.

Crunchwork and Virtual Assist empower insurers and their supply chains to digitise and automate the property and contents claim process from triage to settlement with applications that streamline and automate report writing, damage quantification, cost estimation, invoice validation, procurement and supply chain distribution.

Following the submission of a product pitch video, Codafication won an opportunity to pitch their solutions at the Guidewire Insurtech Vanguards Pitch Day in Sydney in 2024, which was the first time this competition was held in Australia! With fierce competition from Haast, Thesl, HumanableCX and QuantPS, Codafication was voted the winner by a panel of representatives from Guidewire, PwC, QBE, and InsurTech Australia!

Six months later, Codafication was a sponsor at Guidewire Connections 2024, which brought together over 3,000 delegates, set against the stunning backdrop of the Gaylord Opryland Resort & Convention Center in Nashville. The conference put a spotlight on digital innovation, with captivating keynotes and information-packed sessions led by Property and Casualty (P&C) trailblazers and Guidewire's product visionaries. The Demo Hall at Guidewire Connections was buzzing with energy as Codafication engaged the attendees with live product demonstrations and collected valuable feedback from like-minded professionals from across the globe.
Codafication will be developing a Guidewire Marketplace integration that will leverage the full potential of Guidewire ClaimCenter on Guidewire Cloud and the Codafication platforms to effectively assess and settle property repair and contents claims with the supply chain.

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