The property restoration industry has undergone serious changes over the past few decades. Equipment advancements and cloud-based platforms have transformed how restoration crews document damage and share information with carriers. It has closed some longstanding gaps between carriers and vendors.
"Carriers want real-time data, and we're now able to provide it," says John Otero, regional business coach at 1-800 WATER DAMAGE, who has spent the past 37 years in the property restoration industry.
He notes that paper-to-pencil processes that involved hand-logged readings and delivery lags have given way to Bluetooth-enabled meters and virtual property tools that put information in adjusters' hands faster than in the past. While many of these changes are giving carriers, adjusters and policyholders far greater visibility into the restoration process, there are still limitations that require a human touch from vendors.
New Tools Are Closing the Information Gap
The information gap between restoration crews and adjusters used to be a major friction point in the claims process. "We were writing down on a piece of paper what the readings are, and there's an information lag," says Otero. "The meters that we use now, technology-wise, are unbelievable. We're looking at the meter, and it's going to our laptop, or it's going to our phone."
He explains that in the past, you had photos of a property that showed only a single angle of damage. "We now have tools like Matterport and DocuSketch, and what they do is basically give us a 360-degree virtual tour," says Otero.
He notes that, paired with artificial intelligence (AI) capabilities, these scans can generate room dimensions and spatial measurements, giving an adjuster a more complete understanding of a loss.
What Technology Still Can't Replace
Despite the impressive advancements in AI, Otero is also transparent about where it falls short.
"AI is still in the process of learning the complicated intersections of insurance carriers and their procedures and what the restoration contractors' requirements are," he says. "AI might not fully grasp the nuance of OSHA and the IICRC guidelines, which are critical for maintaining safety and limiting liability."
He also points to the human element of the claims process, noting that if someone just lost their kitchen in a flood, they don't want to talk about algorithms. "They need someone, a human, who understands the emotional weight of the situation and can explain the why behind the process," says Otero.
As AI continues to advance, Otero suggests the professionals best positioned for the future will be those with enough foundational knowledge to recognize when something doesn't look right and make the necessary correction.
"While AI can quickly calculate the drying time for a specific square footage, it can't smell a hidden pocket of mold," he notes. "Without that old-school foundation, there's no one left to check the machine's work."
He also notes that when restoration contractors and adjusters keep lines of communication open, it builds the kind of trust that ensures policyholders are taken care of when it matters most.
For more insights from the 1-800 WATER DAMAGE team of experts, click here.
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