Insurance companies are facing a new challenge with the growing number of small, low-value claims coming in every day. While big events like storms and wildfires get lots of attention, the steady stream of minor claims is creating a lot of extra work behind the scenes. These smaller claims might seem simple on their own, but when thousands pile up each month, they slow down the whole system.
Policyholders expect quick and easy service, often submitting claims themselves with photos and other evidence. This can lead to inconsistent or incomplete information, causing delays and extra follow-up from claims teams. Melanie Hughes, president of edjuster—a company that helps manage these claims—says this surge in everyday claims puts pressure on insurance staff and can hurt both service quality and profitability.
To deal with this, Crawford & Company developed a platform called exclaim. It’s a software tool that uses automation and artificial intelligence to speed up claim processing, reduce errors, and make the process smoother for everyone involved. Hughes explains that, thanks to exclaim, most claims are now handled in less than a day, with 99% returned within 24 hours and fewer than 1% needing extra work.
The impact is clear: less manual work, fewer mistakes, and a 40% average return on investment for insurers who use the system. It also helps companies manage the rising number of claims without slowing down or frustrating customers. As the number of small claims continues to grow, insurers are asking tough questions about their current systems. They want to know if their tools can keep up and if they are using AI to improve speed, accuracy, and fraud detection.
Hughes advises insurers to choose established, proven technology partners rather than untested tools. She also reminds the industry that technology isn’t everything. Successful companies will pair smart systems with kind, understanding service so claimants feel cared for during stressful times.
In the end, the growing flood of small claims is reshaping how insurance works. But with the right tools and approach, insurers can handle the load and even turn it into an advantage.