Technology Is Transforming Claims Management

Summary

Podcast Summary: Technology Is Transforming Claims Management

Property & Casualty 360 Perspectives Podcast
Date: May 11, 2026
Host: Jeffrey Metz, Property Casualty 360
Guest: John Otero, Regional Business Coach at 1-800-Water Damage
Interviewer: Nikki Howell

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Episode Overview

This episode explores how technology is transforming the claims management process within the property and casualty (P&C) insurance industry. John Otero shares practical insights on how digital innovations, changing consumer expectations, and ongoing education are reshaping the relationships among carriers, agents, vendors, and policyholders. The conversation highlights best practices for improved communication, transparency, and efficiency in claims—and underscores the industry’s need to balance technical excellence with empathy for customers enduring property losses.

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Key Discussion Points and Insights

1. Evolving Policyholder Expectations (02:09–06:42)

• Rise of “Uber, Amazon, Google” Standards:
  Modern consumers expect real-time updates and transparency, influenced by tech brands:
  • Uber: Customers now expect live status updates and identifiable technicians—restoration companies use tracking links (like seeing your Uber driver’s ETA) to lower client anxiety.
    • Quote: “We’re using a platform called PSA … we could send them a link … Now they see this van … and they also have a picture of the technician that’s coming. … That lowers the stress level that someone is on their way to help.” – John Otero (03:25)
  • Google: Homeowners now research drying times, mold growth, equipment (“Google University”), putting pressure on contractors to follow and explain industry standards and justify every action.
  • Amazon: The expectation is for frictionless, well-documented, and highly visible processes—digital documentation, photos, 3D scans (e.g., Matterport, Docusketch) are becoming standard and valuable especially for remote or absentee property owners.
  • Quote: “Technology hasn't just changed the way the tools we use to dry [a] home. It's also changed the psychological state of the person, right, of the client ... It’s the technical restoration side, but also the anxiety restoration side.” – John Otero (00:03; 06:20)

2. Shifts in Agent–Vendor Relationships (06:42–09:04)

• Advancements in Detection & Documentation:
  • Equipment now includes thermal imaging cameras as standard, enabling better visual documentation of water intrusion and damage.
  • Improved documentation (photos, scans, readings) bridges gaps between homeowners, agents, and adjusters, reducing friction.
  • Need to justify actions to meet both insurance requirements and regulatory standards (OSHA, IICRC).
  • Quote: “…Thermal imaging … allows the contractor to communicate that with the adjuster or the agent to show what part of the area is wet ... That helps justify and document to meet insurance industry requirements.” – John Otero (07:30)

3. The Costs of Misalignment (09:04–11:51)

• Delays and Secondary Damage:
  • Poor communication or misalignment can create “analysis paralysis,” slowing mitigation and leading to mold, rot, or increased claim costs.
  • The longer a claim remains open, the more costly it becomes.
  • Importance of unified, continuous direct dialogue between restoration companies, agents, and adjusters.
  • Quote: “Delayed mitigation, secondary damage. That's a big concern … we want to make sure everybody is lined up, has the correct information, the correct documentation … unified communication … is vital to protect the policyholder's interest.” – John Otero (09:20; 11:32)

4. The Value of Ongoing Education (11:51–14:08)

• Continuous Learning for Carriers, Agents, and Adjusters:
  • 1-800-Water Damage offers IICRC classes, Xactimate, lunch-and-learns, and ongoing training to maintain up-to-date understanding of industry standards (S500 for water, S520 for mold).
  • Education eliminates administrative hurdles and technical disagreements, streamlines processes, and aligns expectations.
  • Quote: “We offer … continuous education to the carriers, the agents, the adjusters—make sure that they understand and we understand … especially when it comes to IICRC standards … we ensure both parties understand the technical requirements, policy limits, and speeding up that claims process.” – John Otero (12:20)

5. What Great Agent–Vendor Education Looks Like (14:08–16:09)

• Practical Collaboration:
  • Joint case study reviews, moisture mapping demonstrations, and thermal imaging discussions help clarify decision-making and demonstrate cost-saving where possible (e.g., drying in place vs. removal).
  • Continuing education credits (CECs) for agents and adjusters maintain regulatory compliance and ensure up-to-date knowledge.
  • Goal: Enable frontline insurance professionals to better explain restoration choices and benefits to their clients.
  • Quote: “This will equip the agents and the adjusters with the knowledge to easily explain the benefits of professional restoration … because we want to help them keep their claims ratio as low as possible.” – John Otero (15:30)

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Notable Quotes & Memorable Moments

| Timestamp | Speaker | Quote | |-----------|---------|-------| | 00:03 | John Otero (A) | “Technology hasn't just changed the way the tools we use to dry home. It's also changed the psychological state of the person ... we also have to understand it's the technical restoration side but also the anxiety restoration side.” | | 03:25 | John Otero (A) | “We’re using a platform called PSA … we could send them a link … Now they see this van … and they also have a picture of the technician … That lowers the stress level …” | | 06:20 | John Otero (A) | “… we have to meet that high tech, high transparency expectations from the homeowner to make sure we're doing our job properly.” | | 07:30 | John Otero (A) | “Thermal imaging … allows the contractor to communicate … what part of the area is wet. … That helps justify and document to meet insurance industry requirements …” | | 09:20 | John Otero (A) | “Delayed mitigation, secondary damage. That's a big concern … analysis paralysis can stall critical drying ... can lead to mold, could lead to rot … higher overall claim costs." | | 11:32 | John Otero (A) | “Unified communication … is vital to protect the policyholder's interest.” | | 12:20 | John Otero (A) | “We offer … continuous education to the carriers, the agents, the adjusters—make sure that they understand and we understand ... ensure both parties understand the technical requirements, policy limits, and speeding up that claims process.” | | 15:30 | John Otero (A) | “This will equip the agents and the adjusters with the knowledge to easily explain the benefits of professional restoration … help them keep their claims ratio as low as possible.” |

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Key Timestamps for Core Segments

• Policyholder Expectations: 02:09–06:42
• Tech-Driven Agent–Vendor Changes: 06:42–09:04
• The Costs of Poor Alignment: 09:04–11:51
• Role and Value of Education: 11:51–14:08
• Best Practices in Agent–Vendor Education: 14:08–16:09

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Final Thoughts

John Otero’s perspective is clear: technology is radically transforming not just the tools of property restoration, but the nature of interactions and expectations among all parties in the insurance process. By combining high-tech solutions, clear communication, and continuous education, restoration vendors, carriers, and agents can deliver both technical quality and reassurance to stressed policyholders—meeting the industry’s new digital-era standards.

Transcript

[A]

Technology hasn't just changed the way the tools we use to dry home. It's also changed the psychological state of the person, right of the client or the homeowner that's been affected. And so we also have to understand it's the technical restoration side but also the anxiety restoration side. And so we have to meet that high tech, high transparency expectations from the homeowner to make sure we're doing our job properly.

[B]

Hello everyone and welcome to our latest episode of the thought leadership podcast series hosted on Property Casualty360 and sponsored by 1-800-Water Damage. I'm Jeffrey Metz. In this episode we'll talk with 1-800-Water Damages Regional Business Coach John Otero on how technology and ongoing education are influencing the agent vendor relationship and improving outcomes for carriers and policyholders. Rising policyholder expectations influenced by brands like Uber, Amazon and Google are pushing restoration contractors to meet a new standard. It's consumer behavior that's influencing what property owners expect during a loss. And restoration teams must now keep agents, adjusters and policyholders aligned throughout the process. Requires a deft hand balancing innovation with a commitment to staying atop of the latest best practices. Let's listen into Atero's conversation with Property Casualty 360 contributor Nikki Howell.

[C]

Sean, thank you so much for joining us today. How are you?

[A]

I am doing great. Thank you so much for Nikki for inviting me to this podcast.

[C]

Yeah, well I'd love to start things off here by talking a little about policyholder expectations. I, I know that technology has really raised expectations on the policyholder side and I'm wondering how do property owners today experience the restoration process differently and also how does that put new pressure on teams?

[A]

Great question, Nikki. So let's look at three examples. Uber, Amazon and Google. So Uber, when we need a ride we will call them or, or text them, they send us a link. And now we know when the driver's gonna be at our what's the ETA at our house or office and maybe it's six minutes away on the registration side, what happens? Let's go through the process. We wake up in the morning and there's water all over the place. Pipe broke overnight, we didn't have an idea. Now we're in a disarray, everybody's stressed, kids are running around, we gotta still get ready for work but now we gotta call a restoration company and they just don't know what's going on. And one of with technology now, for example, with 1-800-water damage, we're using a platform called PSA. Now what happens is they call us and what we could do is send them a link, send the homeowner link. And now they see this, this van, kind of like Uber, that it's on its way and they also have a picture of the technician that's coming. So not only do they know when someone comes to their door, they have an idea who that technician is, you know, maybe it's David. And what happens is by getting that link, that little van that's on their way, instead of wondering, you know, are they going to get here in an hour or two or three hours. Now we know it's 25 minutes and he's on his way. And that, what, what that does is it lowers the stress level that someone is on their way to help solve that problem of what's going on. Now Google, what is, how has Google come in with this technology for the restoration industry or the insurance industry? It's the Google effect, right? Google University. And what happens is, and we've all done this, we want to kind of figure out what's going on. So in the past the technicians would, would get to the home and they just do the work and, and we just assume they know what they're doing. Now what happens is now we're gonna Google it. Right? And what is the quote unquote drying times and what are mold growth timelines and what's with all this air movers and dehus? And so what happens is that does put a new kind of pressure because they, the restoration contractors have to make sure they're doing and following the IRCRC guidelines and OSHA guidelines and, and we have to justify the moisture readings and how many air movers and dehus are supposed to be in the home. Because now everybody can look on Google and they try to figure out what is going on. And then Amazon, how does Amazon fit into this? Amazon has taught the consumers that every step of the transaction should be visible, documented and easily rated. Right. So the property owners expect the restoration process to be frictionless, right. As least amount of issues as possible. So now they want to have the digital documentation and the photos and the 3D scan. So for example, Matterport and Docusketch, they have a 360 degree virtual tour and most restoration companies are using that kind of technology. So and especially if for some reason, let's say the home is flooded and the homeowner is out of the city or they're on vacation or out of a country and the neighbors call in, now what happens is the restoration contractor can actually send this 3D scan or 360 degree tour like with Matterport and Docusketch to see what's going on and provide that documentation on there. So that effect of Amazon, Google and Uber is being used also in the restoration industry as well. So technology hasn't just changed the way the tools we use to dry home. It's also changed the psychological state of the person. Right. Of the client or the homeowner that's been affected. So we also have to understand it's the technical restoration side, but also the anxiety restoration side. And so we have to meet that high tech, high transparency expectations from the homeowner to make sure we're doing our job properly.

[C]

Yeah, that is such a great point. So how exactly has the relationship between insurance agents and restoration vendors really changed? And where do you see, see some of the biggest friction points right now?

[A]

Yeah, so technology is, has definitely changed over the years. Being in the industry for 37 years, three decades. Right. The equipment has changed. The, the technology of, regarding the meters have changed. Three decades ago, if you had a thermal imaging camera, boy, you were, you were it. Now, you know, you, everybody, all the restoration contractors should have a thermal imaging camera to see it doesn't tell you where the water is with thermal imaging will tell you what is the surface temperature differential. So if an area is wet, it'll kind of be like a purple color. Right. And so what happens is that allows the, the contractor to communicate that with the adjuster or the agent to show what part of the area is wet. So instead of just putting a meter on the wall and it beeps, now we can document and show that. And there's been many cases where the homeowner says the water is coming from the bottom right hand corner of the bathroom. But then by using a thermal imaging camera and we look up, it's actually coming from the ceiling down the wall. And so now we can show that to the adjuster. Maybe we need to open up the wall or something like that. So that helps justify and document to meet insurance industry requirements to validate the claims from the carrier to the contractor itself. And also what we don't want is a lot of friction. So a lot of it is documentation. Right. The adjusters need to have the, the readings, the photos, the scans, so on and so forth. But we also have to make sure that we're also following OSHA standards, IRCRC standards, to make sure there's, that we're not only taking care of the homeowner, but we're also taking care of the, the technicians that are on the job as well.

[C]

Yeah, those are all such great points. So I'm just curious, when agents and restoration vendors aren't very aligned, what exactly does cost both sides in terms of time, but also outcomes?

[A]

Delayed mitigation, secondary damage. That's, that's a big concern on the contractor side. Right. Let me see. Quote, unquote analysis paralysis can stall critical drying because if we're, we're not drying. Right. That can lead to mold, could lead to rot. It could o. And what happens at that point, it can have higher overall claim costs. And we understand on both sides of the carrier and the restoration side, the longer the, the claim is open, right. It gets going, the claim can get higher and higher. And I'll give you an example. And this has happened many a times. House is flooded and we, we have a restoration contractor come in, we do the extraction and we set up drying. And what happens is we tell that the homeowner might tell that story to their friends and relatives. And what happens then? They're like, oh yeah, you know, that happened to me or that happened to my friend and they had to get a new flooring and this and that. And then all of a sudden the claims get higher and higher. And. And so it's important that we document and make sure that we try to dry that structure properly as fast as possible to help the carrier, the homeowner, get back to pre loss condition. Because especially when it comes to like fire or water, we didn't expect that. So if you've ever had your home remodel, let's say the kitchen, you got your kitchen remodel, you know that in one week the general contractor is going to come in and demo it. And it's very stressful, but you knew that was going to happen. However, you didn't expect to come home from work and there's, you know, water everywhere. Or you might had a small fire, a big fire. It's very stressful when it comes to having these catastrophes going on. And so what we want to make sure is we don't have conflicts or conflicting information from the adjuster, the agent, the homeowner. We want to make sure everybody is lined up, has the correct information, the correct documentation, photos, videos, so on and so forth. And it's the want to make sure we have a unified communication. Right. Continuous direct dialogue between the restoration company and the agent is vital to protect the policyholder's interest.

[C]

Yeah, that's huge. And so can you explain where exactly does education fit into strengthening that age? Agent, vendor Relationship and also who really bears most of the responsibility for making

[A]

that happen with 1-800-water damage, we actually offer to the carriers higher CRC classes based on WRT, ASD, mold classes, xactimate classes. And so what we like to do is try to keep an offer that continuous education to the carriers, the agents, the adjusters. So make sure that they understand and we understand. And we're all both on the same page, especially when it comes to IRCRC standards, let's say S500 for water and S520 for mold, that we ensure both parties understand the technical requirements, policy limits, and speeding up that claims process. So one thing also what we do is we offer lunch and learns where we come into the insurance agents and kind of explain the logic behind the mitigation, such as the difference between drying in place and tearing out. Right. We want to prove that we're protecting the property and the carrier's bottom line. So there are going to be times where we might not have to cut out the drywall. We can dry it in place. There will be times that we do need to. And so what we want to do is keep those lines of communication open with the agents and adjusters and make sure that they understand. And we're both on this on the same page. So what happens by, by doing this right, we reduce the friction between the adjuster, the agent. So that will create mutual education that aligns with the expectations, right. From the adjuster side, the agent side, even the property owner side. And that will help eliminate administrative hurdles and technical disagreements before they even start. So having that education on both sides really is a benefit.

[C]

Yeah, that's great. And just as a follow up, you've covered a lot about education. I'm just wondering maybe like at a high level, what does really great education between agents and restoration vendors look like in practice?

[A]

What we like to do is communicate with the agents and adjusters and maybe even go over joint case study reviews. Right. Reviewing complicated or completed claims, using moisture mapping and thermal imaging to demonstrate how specific equipment can prevent structural damage. Right. So if we can save the carrier money by not cutting out the, like we talked about cutting out the drywall or if we didn't have to cut out the wood floor and we're able to dry in place, that's, that's valuable on both sides and then always kind of keeping in touch with and do some check ins with the adjusters and agents and answering any questions that they might have. And so one thing Also with, with 1, 800 water damage, we have continuing education credit. So we actually have CE classes specifically for the agents, but also the adjusters where they can take continuing education classes through 1, 800 water damage just to make sure they get their CECs, but make sure they're also understanding any, any changes that has been coming down either maybe through OSHA or the IRCRC or anything like that. So this, by keeping this communication and the value of communication, this will equip the agents and the adjusters with the knowledge to easily explain the benefits of professional restoration, especially when it comes to their clients. Right. The homeowners either or commercial that we're there not only to help their clients but also help them because we want to help them keep their claims ratio as low as possible.

[C]

All right. Yeah. That process is so important. John, thank you again for joining us. We really appreciate the time you spent with us today.

[A]

Oh, thank you. It has been a pleasure. Thank you for inviting me today.

[B]

That concludes this episode brought to you by 1-800-Water- Damage and hosted on Property Casualty 360. This is Jeffrey Metz. Thanks for listening. Further conversations with the people moving the property in casualty insurance space as well as the latest developments in the industry, go to propertycasualty360.com.