From email and paper to an operation connected to insurers.
A loss-adjusting firm with an in-house team and external adjusters, working for several insurers, replaced email, paper forms and spreadsheets with a single system. That system is now PeritOS.
A firm growing faster than its processes.
The problem wasn't the adjusters. It was the way the work was organised, which hadn't kept up with growth.
- 01
Assignments received by email and through insurer portals, then re-keyed by hand
- 02
Adjusters in the field with paper forms
- 03
Allocation done by phone, with no view of area or workload
- 04
Reports assembled from templates, with delays and inconsistencies between adjusters
- 05
Insurers phoning for status updates
- 06
Fees calculated manually at the end of every month
Every new client brought more assignments, more rules and more deadlines. More people, without a system to connect them, just meant more emails and more phone calls.
What was at stake.
In a claims inspection, the deadline belongs to the insurer. An assignment forgotten in an inbox, a report waiting for a paper photo or an adjuster sent to the wrong area all turn into missed SLAs, and missed SLAs weigh on the relationship with the client.
The information existed, but it was scattered: in the coordinator's inbox, in each adjuster's folders, in each insurer's portal, in a fees spreadsheet. Nobody had a complete view of the operation, and answering a simple question from an insurer took several phone calls.
One system, built with the people who would use it.
- 1
We mapped the operation.
Every claim type, every insurer, every deadline rule. We sat down with coordinators and adjusters to understand how the work was really done.
- 2
We built in phases.
Assignments and allocation first, then the adjuster app, then reports, integrations and invoicing.
- 3
We tested with a pilot team
before rolling out to every adjuster. Adjustments were made on real cases, not examples.
- 4
We connected the insurers.
Assignments in and reports out, with no manual step, following each insurer's rules and deadlines.
- 5
We stayed.
24/7 operations, helpdesk and continuous development from day one.
How it works today.
The life of an assignment, from the moment it arrives from the insurer to the adjuster's fee, runs through one system.
- 1
Receive.
Assignments from integrated insurers arrive already structured, with no re-keying.
- 2
Allocate.
The coordinator assigns each case with every adjuster's area and workload in view.
- 3
Inspect.
The adjuster captures data and photos in the app, instead of on paper forms.
- 4
Review and deliver.
The report is generated from the data collected and goes back to the insurer with the photos and metadata.
- 5
Invoice.
Fees are calculated in the system, with no month-end spreadsheets.
What changed.
Assignments from integrated insurers arrive without re-keying; reports, photos and metadata go back automatically; the in-house team and external adjusters work in the same system.
What we learned.
Start with the process, not the software. Understanding how the work is really done stops you building the wrong system. Every insurer has its own rules, and the system had to know them.
Deliver in phases. Getting assignments and allocation working first produced visible results early and built confidence for the phases that followed.
Integrations make the difference. While assignments were still copied by hand, the gain was partial. Once the insurers were connected, double entry disappeared.
This experience became PeritOS, now available to other loss-adjusting firms and insurers. Meet the team on our About page.
Questions about this case study
Is this firm's system PeritOS?
Yes. It began as the Plataforma de Gestão de Peritagens, built for this firm, and evolved into PeritOS, which we now offer to other firms and insurers.
Do the external adjusters use the system too?
Yes. The in-house team and external adjusters work in the same system, each with the profile that fits their role.
How is case data protected?
With EU hosting, encryption, an immutable audit log and daily backups. See Security and GDPR.
Can I see the same system set up for my firm?
Yes. In the demo we show you PeritOS with your case types, your insurers and your deadline rules.