Help Clients Take Control of the Claims Process with DIY Home Inspections

• February 9, 2026

By Peter Flynn

Imagine this: Your homeowners insurance client experienced a severe storm that impacted hundreds of thousands of people, like 2024’s Hurricane Helene. The house sustained moderate damage, including a small hole in the roof, torn gutters and shutters, and water damage. The client needs to receive the insurance claim payment to make repairs. But the damage isn’t as severe as that to other properties, so they are on a long waiting list for an adjuster.

This is a reality for many homeowners after widespread events. There is a finite number of adjusters, and many insureds have to wait for inspections, which delays reimbursement. The average claims cycle time—from first notice of loss to final payment—is 44 days or more, the longest since 2008, according to J.D. Power.

DIY home inspection tools represent a new way for clients to get a faster resolution. Many tools enable homeowners to document property damage via their smartphones. They can capture photos, videos and notes. Licensed desk adjusters then use the assets submitted through the platform to adjudicate the claims based on the carrier’s guidelines.

The good news? Homeowners are ready to participate. Xceedance recently surveyed homeowners and found that nearly 80% of them are willing to use their smartphones to document damage for a claim. And this willingness spanned across age groups—the majority of both younger and older generations were open to using this technology.

DIY claims tools can eliminate the wait for adjuster availability and give homeowners more control. They can also enhance privacy by allowing clients to document damage without letting strangers into their homes.

But DIY doesn’t mean doing it alone. New technologies are faster and more user-friendly, but independent insurance agents play a significant role in educating their clients and helping them learn to use them correctly.

Xceedance’s survey revealed that 62% of homeowners are concerned about making an error that could impact a claim, and 46% are unsure what to document or how much to report. Nearly 40% said they would welcome direct guidance from their insurance agents.

Agents can give clients more confidence to use DIY home inspection tools by:

1) Educating clients. Agents can discuss how DIY inspection tools work, including which carriers offer them and how they streamline the process. Agents can also confirm that a licensed adjuster—not artificial intelligence (AI)—is reviewing their claim.

2) Setting expectations early. Before storm season, agents can walk clients through what will happen if a claim needs to be filed, including how to access the app or platform.

3) Providing step-by-step support. Many platforms already guide users through what to photograph or record, but agents can reinforce these steps with examples of what good documentation looks like.

4) Clarifying what happens if mistakes occur. Homeowners often fear that an error could jeopardize their claim. Agents can explain that carriers review submissions and that they, as agents, can help correct and advocate on their behalf if something is missing or unclear.

5) Offering reassurance. Remind clients that DIY doesn’t replace professional adjusters—it accelerates their access to help.

DIY claims tools amplify agents’ critical roles as trusted advisers to customers. By guiding clients through these tools, agents can deliver faster recoveries, stronger relationships and greater trust at the moments that matter most.

Peter Flynn leads personal lines and agent and broker services for the Americas at Xceedance, a global provider of technology-driven business solutions for the insurance industry.