The Stress is Real…
In the world of property insurance, the claims process can be a major stress point—not just for policyholders, but for the insurance agents supporting them. Between managing client expectations, coordinating with carriers, and dealing with restoration vendors, agents are often caught in the middle.
Here are seven common challenges insurance agents face during property claims—and practical strategies to navigate them with confidence.
1. Communication Breakdowns
The Challenge: One of the top complaints from policyholders during a loss is a lack of communication. They often feel left in the dark about what’s happening with their restoration project.
Advice: A strong insurance agent restoration partner will proactively communicate with all parties: the insured, the adjuster, and the agent. This reduces frustration and eliminates the need for clients to chase updates. When everyone stays informed, trust stays intact.
2. Scope Disputes and Inaccurate Estimates
The Challenge: When a restoration estimate is unclear or doesn’t align with carrier standards, it can lead to claim delays and unnecessary friction.
Advice: Look for vendors who use standardized platforms like Xactimate and back up their estimates with thorough documentation. A restoration partner who understands the claims process and aligns with carrier expectations can streamline approvals and reduce headaches for all involved.
3. Concerns About Credibility
The Challenge: Recommending a vendor reflects directly on your agency. If the contractor underperforms or acts unprofessionally, it can hurt your reputation.
Advice: Work with restoration firms that are licensed, insured, and experienced. Ask about their history, certifications, and how they handle client communication. A credible insurance agent restoration partner will make you look good—and protect your relationship with the client.
4. Delays in the Restoration Timeline
The Challenge: Restoration delays—especially at the beginning of a project—can create serious frustration for clients and reflect poorly on their insurance agent.
Advice: Timeliness is crucial after property damage. Ask restoration partners how quickly they can mobilize and how they manage timelines. A team that prioritizes speed and transparency can help you deliver smoother service and faster resolution.
5. Incomplete or Poor Documentation
The Challenge: When documentation is vague or incomplete, it can delay claim processing and make the agent appear unprepared.
Advice: Choose restoration providers who document every step—photo logs, scope files, and summary reports are essential. Strong documentation not only speeds up the process, but also reinforces your credibility in the eyes of both the client and the carrier.
6. Rogue or Unethical Restoration Firms
The Challenge: Some contractors overpromise, start work without authorization, or misrepresent policy coverage—putting agents in a tough spot.
Advice: Avoid vendors who skip protocol. A professional restoration partner should follow guidelines, communicate clearly, and never begin work before getting the proper go-ahead. This builds trust and protects the agent-client relationship.
7. Risk of Losing the Client
The Challenge: A poor restoration experience can be all it takes for a client to consider switching insurance providers.
Advice: Your restoration partner should act as an extension of your brand—treating clients with empathy, respect, and professionalism. When your client feels cared for throughout the property damage claims support process, it reflects positively on you and builds long-term loyalty.
Final Thoughts from Tony
The claims process is a defining moment in the policyholder’s journey—and often, in their relationship with their insurance agent. By understanding the most common restoration-related challenges and choosing the right insurance agent restoration partner, you can improve outcomes, protect your reputation, and provide top-tier property damage claims support.
Tony Allogia
President, All Claims Consulting