Claim Insight: What is a virtual inspection?

Virtual claim inspections have become increasingly common, offering a convenient and efficient way for insurance adjusters to assess damage without needing to visit your home in person. If your insurance adjuster has scheduled a virtual inspection, you might be wondering what to expect and how to prepare. Here’s a guide to help you navigate the process smoothly.

1. Understanding a Virtual Claim Inspection

A virtual claim inspection involves using technology—typically a smartphone, tablet, or computer—to conduct the inspection remotely. Instead of visiting your home in person, the adjuster will guide you through the process of documenting the damage via video call or by having you upload photos and videos.

Key tools you’ll need:

• Smartphone or tablet: A device with a camera that can connect to the internet.
• Stable internet connection: A strong Wi-Fi or cellular connection is essential for a smooth video call.
• Proper lighting: Make sure the areas you need to show are well-lit so the adjuster can clearly see the damage.

2. Preparing for the Virtual Inspection

Just like an in-person inspection, preparation is key to ensuring the virtual inspection goes smoothly. Here’s how to get ready:

• Charge your device: Ensure your smartphone or tablet is fully charged before the inspection begins. A low battery could interrupt the session.
• Test your internet connection: Make sure your Wi-Fi or mobile data connection is strong enough for a video call without interruptions. If your connection is spotty, consider moving closer to your router or finding a spot in your home with better reception.
• Gather necessary documents: Have your insurance policy, any repair estimates, and receipts for emergency repairs ready to reference during the inspection.

Tip: Familiarize yourself with the camera on your device. Practice using it to take clear, focused photos and videos so you’re comfortable capturing the damage during the inspection.

3. What to Expect During the Virtual Inspection

Once the inspection begins, the adjuster will guide you through the process step by step. Here’s what typically happens:

• Introduction and overview: The adjuster will introduce themselves and explain how the virtual inspection will proceed. They may ask you some initial questions about the damage and how it occurred.
• Guided tour of the damage: The adjuster will direct you to walk through your home, showing specific areas of damage via your device’s camera. They might ask you to zoom in on certain spots, measure specific areas, or move items to get a better view.
• Capturing photos and videos: In addition to the live video, the adjuster may ask you to take and upload high-resolution photos or videos of the damage. These images will be used to document the claim and assess the extent of the repairs needed.

Tip: Move slowly and steadily while showing the damage on camera. This helps the adjuster get a clear view and ensures nothing important is missed.

4. Questions and Clarifications

Throughout the virtual inspection, the adjuster may ask you questions to clarify details about the damage or how it happened. Be ready to provide information such as:

• The cause of the damage: Whether it was due to a storm, a burst pipe, or another event.
• When the damage occurred: The date and time, if known, and any relevant details about how quickly the damage progressed.
• Temporary repairs: If you’ve made any temporary repairs to prevent further damage, point these out and provide receipts if available.

This is also your opportunity to ask any questions you might have about the process or your claim.

Tip: If you’re unsure about something, don’t hesitate to ask the adjuster for clarification. It’s better to get all your questions answered during the inspection.

5. After the Virtual Inspection: What Happens Next?

Once the virtual inspection is complete, the adjuster will review the footage, photos, and any additional information you provided. They’ll use this to prepare a report and estimate the cost of repairs.

Here’s what typically happens next:

• Report submission: The adjuster submits their findings to the insurance company.
• Claim review: The insurance company reviews the report, compares it with your policy, and determines the amount they’ll cover.
• Settlement offer: If your claim is approved, you’ll receive a settlement offer detailing how much the insurance company will pay for the repairs.

Tip: Keep all documentation from the virtual inspection, including any photos, videos, and notes from your conversation with the adjuster. This can be helpful if you need to follow up or appeal the settlement offer.

6. If Additional Damage Is Found

If you discover additional damage after the virtual inspection—such as hidden issues uncovered during repairs—contact your adjuster immediately. You may need to schedule a follow-up inspection, which could also be conducted virtually or in person, depending on the situation.

Tip: Document any newly discovered damage with clear photos and videos. This will make it easier to update your claim.

7. Advantages and Challenges of Virtual Inspections

Virtual inspections offer several advantages:

• Convenience: They eliminate the need to schedule an in-person visit, saving time for both you and the adjuster.
• Speed: The process can often be completed more quickly, leading to faster claim processing.
• Flexibility: You can conduct the inspection from anywhere, as long as you have a device with internet access.

However, there are also some challenges:

• Technical issues: Poor internet connection or unfamiliarity with the technology can cause delays or complications.
• Limited perspective: Some types of damage might be harder to assess remotely, which could necessitate a follow-up inspection.

Tip: If you encounter any technical difficulties during the virtual inspection, inform the adjuster immediately. They may be able to offer solutions or reschedule the inspection if necessary.

8. What If You’re Not Satisfied with the Virtual Inspection?

In some cases, you might feel that the virtual inspection didn’t fully capture the extent of the damage. If you’re concerned that something was missed or that the settlement offer is too low, you have options.

Steps you can take:

• Request a reinspection: If you believe important details were missed, you can ask for a follow-up virtual inspection or, in some cases, request an in-person inspection.
• Provide additional documentation: If you receive repair estimates that are higher than the settlement offer, submit them to your insurance company for reconsideration.
• Work with Tugboat: If you’re struggling to get a fair settlement, consider working with Tugboat. We can help guide your claim and even connect you with a public adjuster who can continue to advocate on your behalf and negotiate with the insurance company.

Conclusion: Stay Informed and Involved

An insurance claim inspection is a crucial step in the claims process, and knowing what to expect can help you feel more confident and in control. By preparing in advance, being thorough during the inspection, and following up with your insurance company, you can help ensure that your claim is handled fairly and efficiently. If you ever feel uncertain about any part of the process, don’t hesitate to ask questions or seek clarification from your adjuster.