Survey Shows Homeowners Warming to DIY Digital Claims, Insurance Processes

Nearly 80% of U.S. homeowners would use their smartphones to document property damage for an insurance claim, 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 from Xceedance conducted nationwide in July also found that interest in digital tools extends beyond the claims process. More than half of respondents (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. More than 80% of people age 60 and older said they would photograph damage themselves for insurers.

However, the study also highlights a confidence gap when using new technology. The majority (61.9%) of homeowners worry that making a mistake, such as missing or mislabeling a photo, could affect coverage or claim approval, while 46% were unsure what or how much to document. Other concerns included app complexity, 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 somewhat 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, catastrophic property claims accounted for 46% of all homeowner losses in 2023, with hail and wind damage leading the growth.

The report’s authors say growing consumer readiness to handle parts of the claims process could help carriers reduce delays and improve satisfaction, but only if tools include guidance to prevent mistakes that might delay coverage decisions.

When asked why they’d embrace digital DIY tools, the survey shows that homeowners pointed to several benefits: Convenience of doing it on my own schedule; no need to schedule an inspector; avoiding letting someone into my home.

Topics Trends Claims Homeowners