Sign InThe Future of Insurance Claims: Faster, Safer & Fairer Processing with Digital Twins
When disaster strikes—whether it’s a hurricane, a house fire, or a frozen pipe burst—property owners expect their insurance carriers to respond quickly and fairly. But behind the scenes, the claims process is anything but simple.
Adjusters are overloaded. Documentation is inconsistent. Re-inspections are routine. And policyholders are left waiting, wondering if they’ll get what they need to rebuild.
For insurers and contractors, the stakes are just as high. Every day lost to manual measurements, phone tag, or missed damage details adds to overhead and customer frustration. And with climate-related disasters now pushing claim volumes to record highs, these inefficiencies are no longer tolerable—they’re existential risks to profitability and trust.
Forward-looking teams are turning to 3D digital twins to replace fragmented processes with fast, accurate, and fully shareable documentation in their insurance claims processing to unlock a new standard of speed, safety, and fairness.
Pain points in traditional insurance claims processing
Most insurance claims still follow a familiar and frustrating pattern. An adjuster visits the property, walks through the site with a clipboard and camera, takes rough measurements, and begins assembling the documentation needed to move the claim forward. If anything’s missed—or if questions come up later—the process stalls until someone can revisit the site and fill in the gaps.
This workflow is slow, inconsistent, and increasingly out of step with today’s claims environment. Five common pain points make it especially difficult to manage:
Lengthy site visits. Adjusters often spend hours on-site collecting photos, sketching floor plans by hand, and taking manual measurements—only to recreate that information again in the office.
Documentation inconsistencies. Traditional notes and photos are often incomplete, unclear, or difficult to align with estimating software. That introduces guesswork and delays downstream.
Subjectivity in assessment. Without standardized visuals or measurements, damage interpretation can vary depending on who’s reviewing the file, leading to internal friction or disputes with policyholders.
Frequent re-inspections. Missing details or disagreement on scope often mean more site visits—wasting time, driving up costs, and frustrating homeowners still waiting for answers.
Fraud risk. Limited or manipulable evidence opens the door for inflated or fabricated claims. Without verifiable, time-stamped visuals, it’s hard to prove what was really there.
These challenges affect everyone involved. Adjusters are stretched thin. Carriers face operational bottlenecks and rising loss adjustment expenses. Restoration contractors get pulled into scope disputes. And policyholders, stuck in the middle, wait longer for resolution—sometimes when they need it most.
The good news: the tools to fix this are already here. Technology is making it possible to document properties faster, assess damage more accurately, and streamline collaboration across the entire claims workflow. Digital twins are leading that shift.
Reimagining the claims lifecycle with digital twin technology
Digital twins are dimensionally accurate, photorealistic replicas of physical spaces—captured in a single scan and accessible from anywhere.
For insurance professionals, they offer a faster, more reliable way to document damage, collaborate across teams, and move claims forward without repeat visits or costly delays.
Here’s how.
Streamlining claims throughout the lifecycle
Digital twins don’t just document damage—they support every step of the claims journey, from preparation to restoration. Here’s how they streamline the process from start to finish.
Preparation
Traditionally, documentation starts after a loss. But forward-looking property owners and insurers are beginning to capture digital twins proactively—during underwriting or routine maintenance. These pre-loss scans create a reliable visual baseline that helps confirm the extent of damage, speed up future claims, and even inform risk modeling and policy customization.
Inspection
Matterport’s 3D scans capture precise measurements, spatial layout, and visual detail in a single visit—no clipboards, tape measures, or photo uploads required. In many cases, field techs or junior staff can perform the scan, while senior adjusters inspect the model remotely to prioritize higher-value work.
Estimation
Generating accurate estimates often hinges on having clean floor plans and precise measurements—but creating those manually is slow and error-prone. Matterport Sketch solves this by automatically producing AI-generated floor plan files directly from a Matterport scan, formatted for use with Cotality platforms like Estimate. It removes the need for manual sketching, speeds up the estimation process, and reduces the risk of dimensional errors or missing details.
Review & Approval
Instead of coordinating another site visit, stakeholders can explore the digital twin from their desk. Remote adjusters, supervisors, restoration contractors, and even legal teams can walk the model, leave comments, and take measurements—all within the same shared environment.
Restoration
Contractors and subs can plan repairs with full spatial context. The model provides a clear understanding of room layouts, material finishes, and damage extent—reducing change orders, rework, and miscommunication during reconstruction.
Safer inspections in complex or dangerous environments
Insurance claims don’t always unfold in safe, stable conditions. After fires, floods, or structural failures, site inspections can expose field teams to everything from mold and debris to carcinogens and collapsed roofs. Digital twins help reduce that risk by limiting the need for repeated, in-person visits.
With a single scan, inspectors can capture the full condition of a loss site—then share that data instantly with senior adjusters, engineers, or legal teams who can assess remotely. Instead of sending multiple people into unstable environments over several days, teams can get what they need in one visit and continue work from a safe location.
For Envista Forensics, digital twins have become an essential tool in high-risk investigations. Their fire investigators now rely on Matterport scans to capture disaster scenes safely, allowing other stakeholders to “walk” the property virtually—without being exposed to hazards like darkness, debris, or missing floors.
This model enables:
Remote triage by experienced adjusters who can decide which claims truly require follow-up
Reduced site traffic and inspection overlap
Safer, more efficient workflows during catastrophe events or forensic investigations
It’s not just about convenience. It’s about protecting the people doing the work—and giving them the tools to do it better.
Photorealistic accuracy for claims evidence
Claims professionals need more than photos and notes—they need proof. Digital twins offer a new level of evidentiary confidence by capturing time-stamped, dimensionally accurate visuals that document a property exactly as it was at the time of loss. The result is a machine-captured, tamper-proof record that’s far more defensible than traditional documentation.
Because everything is preserved in high resolution, stakeholders can zoom in on specific materials, inspect damage patterns, or verify dimensions long after the site has been cleaned or repaired. In contested or high-value claims, that level of clarity helps reduce disputes and streamline the investigation process.
This kind of immutable documentation doesn’t just help resolve questions—it helps prevent them. When adjusters, examiners, and legal teams can all refer to the same 3D model, trust increases and fraud becomes harder to perpetrate. From subrogation to litigation, digital twins are quickly becoming the gold standard for visual evidence.
Humanizing the insurance claims experience
Digital twins bring a level of visibility and empathy that helps restore more than just physical space.
When homeowners can virtually revisit their property, they gain a sense of control and clarity—especially when they’re displaced or unable to return in person. Adjusters can walk them through the damage using shared visuals, answer questions in real time, and build trust through transparency.
It also improves collaboration between contractors and carriers. With a shared model as the foundation, everyone’s working from the same source of truth—reducing friction, eliminating scope confusion, and helping teams stay aligned throughout the repair process.
Digital twins don’t just speed up the workflow. They help people feel seen and supported in the middle of a crisis. And that’s just as important as the estimate.
Scalable operations for global claims teams
As climate events grow in frequency and severity, insurance carriers are under pressure to process more claims, faster, and often across wider geographic areas. Hurricanes, wildfires, and flooding don’t trickle in—they hit hard, all at once, forcing claims teams to triage hundreds or thousands of losses in a matter of days.
Digital twins give insurers the scalability needed to meet that demand. Instead of flying adjusters to every site, carriers can deploy field techs with 3D cameras to capture high-fidelity scans, then route those models to remote desk adjusters for review, estimation, and approval. The model becomes the hub for everyone—adjusters, contractors, policyholders—no matter where they’re located.
This approach unlocks operational scale without adding overhead:
Faster data capture: Field teams collect everything in one visit, no need for repeated site access.
Centralized review: Desk adjusters triage and approve claims from anywhere using the digital model.
Remote policyholder access: Displaced homeowners can “walk” their property virtually, even if they can’t return in person.
Fewer re-inspections: Complete, accurate scans reduce the need for follow-up documentation.
It’s the same model ATI Restoration used to handle large-loss events more efficiently. After adopting Matterport, they:
Eliminated re-inspections across 10 major projects
Accelerated sketching and estimating by up to 4x
Saved 30+ days of manual labor
Helped customers recover faster, even during peak catastrophe seasons
Whether it’s a few dozen claims or several thousand, digital twins allow claims teams to scale without sacrificing accuracy, visibility, or customer care.
Supporting fairer insurance for all stakeholders
Digital twins bring a higher standard of accuracy and transparency to the claims process—benefiting every party involved. By replacing subjective assessments and scattered documentation with a single, verifiable source of truth, claims move faster and with fewer points of friction.
Policyholders
For homeowners and property managers, the claims process can feel confusing and opaque. Digital twins change that by making the damage visible and understandable. They offer:
Faster claims resolution
Clear visibility into what’s documented and why
Less stress during a difficult recovery period
The ability to capture pre-loss scans for baseline comparisons if needed
Insurance adjusters
Adjusters often face heavy caseloads and tight timelines. Digital twins help them capture more complete documentation in less time—without repeated trips to the site. They gain:
Accurate first-time documentation that reduces rework
Remote inspection capability for safer, more efficient workflows
Defensible, time-stamped evidence that’s useful in complex or contested claims
Insurance carriers
Carriers need to scale efficiently, especially during catastrophe events. Digital twins offer a way to do more with less, while improving outcomes for policyholders. They benefit from:
Shorter claim cycles and improved resource utilization
Reduced fraud exposure with tamper-proof documentation
Scalable workflows that support remote adjusting at volume
Higher customer satisfaction through faster, clearer service
Restoration contractors
Contractors depend on accurate scopes and clear expectations. Digital twins provide spatial context and a visual reference that helps eliminate surprises in the field. They benefit from:
More precise project scoping from the start
Fewer site visits and better coordination with adjusters
Fewer delays due to documentation gaps or misalignment
Forensics professionals
Investigators and legal teams often work with limited or secondhand documentation. Digital twins give them a full, verifiable picture of the site and conditions. They gain:
High-resolution evidence that preserves critical details
Reliable audit trails with metadata and timestamps
Greater confidence in findings related to cause, origin, or fraud
