American homeowners are ditching the phone tree. A new survey from October 2025 shows a fundamental shift: more property owners now prefer handling insurance claims through digital self-service tools rather than calling an adjuster. Insurance Journal reported this trend reflects growing comfort with technology-driven claims management—a change that could reshape how you file your next water damage or roof claim.
The implications? Potentially faster settlements, 24/7 claim filing, and reduced costs for insurers that might translate to premium savings. But there’s a catch: DIY claims require accurate documentation and understanding of coverage limits. Miss a detail, and you could leave money on the table.
Here’s what homeowners need to know about this digital transformation and whether it’s time to embrace—or resist—the shift.
Why Homeowners Are Choosing Digital Claims Over Phone Calls
The pandemic accelerated digital adoption across industries, and home insurance wasn’t immune. Homeowners discovered they could photograph hail damage, upload receipts, and track claim status without scheduling adjuster visits or waiting on hold.
Three factors explain the surge:
- Convenience wins. File claims at 2 a.m. if your basement floods. No business hours, no phone menus, no explaining your problem three times to different representatives.
- Younger homeowners expect digital-first experiences across all service industries—banking, healthcare, and now insurance. Millennials and Gen Z, who now represent 43% of homebuyers according to the National Association of Realtors, grew up with smartphones and online portals.
- Extreme weather events are increasing claim frequency. When hurricanes, wildfires, and floods hit multiple regions simultaneously, phone lines get overwhelmed. Digital platforms scale better during catastrophic events.
But speed doesn’t guarantee accuracy. The shift raises a critical question: Are homeowners equipped to document claims properly without professional guidance?
How Insurers Are Responding with AI and Digital Tools
Insurance companies aren’t passive observers. They’re investing heavily in platforms that make DIY claims viable—and sometimes mandatory.
Major carriers now offer:
- Photo-based damage assessment using AI. Upload images of your damaged roof, and algorithms estimate repair costs within minutes. State Farm, Allstate, and Travelers all use versions of this technology.
- Guided claim filing that walks you through documentation requirements step-by-step, reducing errors that delay settlements.
- Real-time claim status tracking—no more calling to ask “Where’s my check?”
- Virtual inspections via video call for complex claims that need human review but don’t require in-person visits.
The National Association of Insurance Commissioners (NAIC) notes that insurers expect digital claims to account for over 60% of homeowner filings by late 2026. That’s up from roughly 35% in 2023.
What’s driving the investment? Cost savings. Processing a digital claim costs insurers about $120 compared to $350-$500 for traditional adjuster-handled claims. Those savings could eventually translate to lower premiums—if insurers pass them along.
The Hidden Risks of DIY Digital Claims Homeowners Should Know
Faster doesn’t always mean better. DIY claims introduce risks that traditional processes minimized through professional oversight.
Documentation gaps are the biggest danger. Forget to photograph water damage under flooring? That hidden structural damage might not get covered. Professional adjusters know where to look and what to document. Homeowners often don’t.
Other pitfalls include:
- Underestimating damage severity because AI tools assess visible damage but miss underlying issues like electrical system water exposure or mold growth behind walls.
- Accepting lowball initial estimates. Without negotiation experience, you might settle for less than full replacement cost because the digital portal doesn’t explain depreciation vs. actual cash value.
- Missing coverage opportunities. Did you know temporary housing costs during repairs are often covered? Many digital platforms don’t prompt users about additional living expense coverage.
- Technical failures during emergencies. Internet outages, app crashes, or overwhelmed servers during major disasters can leave you unable to file when you need it most.
Should you reject digital claims entirely? No. But treat them like filing your own taxes: convenient for simple situations, risky for complex ones.
When to Use Digital Claims vs. When to Demand Human Help
Not all claims belong in an app. Here’s how to decide:
| Claim Type | Digital DIY Works | Get Human Adjuster |
|---|---|---|
| Minor roof damage (few shingles) | Yes | No |
| Whole-home water damage | No | Yes |
| Stolen laptop or jewelry | Yes | No |
| Fire damage affecting structure | No | Yes |
| Hail damage to siding | Yes | No |
| Foundation cracks/settling | No | Yes |
The $10,000 rule: If estimated damage exceeds ten thousand dollars or affects structural systems (electrical, plumbing, foundation), request a human adjuster even if your insurer pushes digital-only filing. You have that right under most policies.
For simple claims under $5,000 with clear visible damage—broken window, damaged fence, minor roof repair—digital filing saves time without significant risk.
5 Steps to Protect Yourself When Filing Digital Claims
Going digital doesn’t mean going alone. Follow these steps to maximize your settlement:
- Document everything before filing. Take 50+ photos from multiple angles. Capture serial numbers, receipts, and before-damage photos if available. Over-document rather than under-document.
- Get your own contractor estimate before accepting the insurer’s digital assessment. Local contractors know regional pricing—AI algorithms use national averages that might lowball your market.
- Read your policy’s claim filing requirements. Some insurers require professional inspection for claims over certain thresholds, even if the app lets you file digitally. Missing that requirement could void coverage.
- Save all correspondence and screenshots of submitted claims, estimates, and communications. Digital platforms occasionally lose data during system updates.
- Hire a public adjuster for disputes over $15,000. They typically charge 5-15% of your settlement but can increase payouts by 20-40% on average, according to the National Association of Public Insurance Adjusters.
Think of digital claims like using TurboTax: great for straightforward situations, but consult a professional when complexity or big money is involved.
Frequently Asked Questions
Will using digital claims lower my home insurance premium?
Not directly—at least not yet. Insurers save money on digital claims processing, but most haven’t passed those savings to consumers through lower premiums. A few carriers like Lemonade market lower prices partly because of digital-only operations, but traditional insurers haven’t adjusted rates based on claim filing method. You might see indirect savings if digital efficiency reduces overall loss ratios, but that’s industry-wide, not individual.
Can insurers deny claims filed through digital platforms more easily?
Filing method doesn’t change claim validity, but inadequate documentation makes denials easier to justify. If you miss critical photos or fail to document pre-existing damage, your DIY filing gives the insurer grounds to question coverage. Professional adjusters know what evidence state regulators require to approve claims. You don’t. The denial rate isn’t higher for digital claims per se—but homeowner error rate is higher, leading to more disputes.
What happens if the digital claim estimate is too low?
You can dispute it. Every state requires insurers to provide appeals processes for claim settlements, regardless of filing method. Get a competing estimate from a licensed contractor, submit it through the portal or via email, and request reconsideration. If the insurer refuses to budge, file a complaint with your state insurance department. Most policies also include appraisal clauses allowing you to hire an independent appraiser when you and the insurer disagree on damage value.
Are digital claims faster than traditional adjuster visits?
Usually, yes—for simple claims. Digital filings can result in settlements within 48-72 hours for straightforward damage under $5,000. Traditional adjuster processes take 5-14 days on average, accounting for scheduling, inspection, and reporting. But complex claims requiring professional assessment often take longer through digital channels because the initial AI estimate gets rejected by homeowners, triggering the traditional process anyway. You haven’t saved time—you’ve added a step.
Can I switch from digital to traditional claim filing mid-process?
Yes, absolutely. You can request a physical adjuster inspection at any point during claim processing. Some insurers charge fees for this service if you started digitally—typically $75–$150—but most don’t. If you discover hidden damage after filing digitally, call immediately and request supplemental inspection. Your policy doesn’t lock you into digital-only handling just because you uploaded photos first. State insurance regulations generally protect your right to human oversight of claim settlements.
The Bottom Line: Embrace Digital Claims, But Stay Alert
The October 2025 survey confirms what insurers have been betting on: homeowners want digital control over their claims. That preference isn’t going away.
Smart homeowners will use digital tools for what they do well—speed, convenience, and transparency—while recognizing their limitations. File small claims digitally. Document obsessively. But don’t hesitate to demand human expertise when damage complexity or dollar amounts justify it.
The insurance industry is in transition. Companies that balance digital efficiency with human support when needed will win. Those that force DIY on customers unprepared to handle it will face regulatory scrutiny and customer backlash.
Your next claim might happen tonight during a storm. Before it does, log into your insurer’s portal, familiarize yourself with the process, and know when to click “submit” and when to pick up the phone.