Remote claims adjusting that holds up in court
One operator, one policyholder, one video session — and a tamper-evident evidence pack signed at close. No app for the policyholder to install. No in-person visit unless you choose one. No "we lost the photos" two months later when the case escalates.
The flow
- Step 1 · Adjuster
Creates the session
From the claims dashboard or the public API (so it triggers from your existing claims-pipeline workflow). Mints a one-time invite URL + OTP, sent to the policyholder by SMS or email — usually both on different channels, so a forwarded message doesn't leak two factors at once.
- Step 2 · Policyholder
Opens the link, grants camera + GPS
Browser-only. No App Store hurdle. The OTP gate keeps a forwarded URL from being redeemed by the wrong device. GPS is captured on first redemption and locked to the session — so the adjuster has signed proof the photos came from the claimed location.
- Step 3 · Live session
Walk the damage
Adjuster drives the session: snap stills, draw on a shared whiteboard ("circle the dent here"), open the collaborative annotator for measurements, optionally record the full composite. Every action lands a hash in the audit chain in real time.
- Step 4 · Session end
Evidence pack lands, signed
Adjuster ends the session. The chain head is anchored at the qualified TSA (DataSure, ANSSI-qualified, eIDAS Art. 42). A PAdES B-T signed PDF report drops into the claim file — cover page, evidence index, chain receipts, verification URL the auditor can hit without your portal.
Why this matters for claims
Subrogation defensibility
When you sue a third party to recover what you paid out, the other side's lawyer will challenge your evidence. A cryptographic chain plus a qualified-TSA witness is a higher bar than "here are some JPEGs the adjuster emailed in." The verify URL works without your portal — defence counsel can poke at it themselves.
Fraud signal
GPS lock + one-time invite + IP-pinned token make staged-claim workflows (photographing yesterday's damage from a different location) materially harder. The audit chain logs every participant join event with timestamp + IP, so post-hoc forensics is straightforward.
Field-cost recovery
Per-inspection economics swap an in-person adjuster visit (€80–€150 loaded) for a 20-minute remote session (per-minute pricing in the tens of cents). Books that 30%-of-claims live-adjustment workload into the operator's day instead of the road.
Compliance-ready by default
EU data residency (eu-central-1), 7-year retention via S3 lifecycle to Glacier, GDPR-aligned consent capture at session start, qualified-TSP timestamping. The compliance plumbing isn't an upsell — it's how the product is built.
What a typical deployment looks like
Mid-tier European motor and property insurers — anywhere from 10,000 to 100,000 claims a year — are the natural fit. Pre-NexBasira workflows on those teams look the same: a desk adjuster reviews the FNOL, dispatches a field adjuster for anything ambiguous, photos and notes come back two or three days later by email, and the file gets closed on the basis of "looks fine to me." When subrogation or fraud hits and opposing counsel asks how the evidence was collected, the audit trail is a Outlook thread.
After: the desk adjuster mints a session straight from the existing claims-pipeline UI (via our public API), the policyholder gets a one-shot link by SMS + email, walks the damage on their phone with the adjuster on video, and a signed PDF lands in the claim file before the call drops. The field-adjuster trip is reserved for cases that genuinely need a hands-on look (≈30% of inbound, in the pilots we've seen). Everything else closes same-day with a court-grade evidence pack.
Ranges to expect
Pulled from the cost model + partner conversations during pilot phases. We'll show you the math on your specific claim mix during a walkthrough — these are ranges, not promises.
| Lever | Typical range |
|---|---|
| Average claim-cycle time | 5–7 days → same-day to 1.5 days for the remote-handled share |
| Cost per inspection | €80–€150 loaded (in-person) → €15–€30 (remote session, including operator time) |
| Claims handled remotely | 30–70% of inbound, depending on claim mix (motor vs property vs commercial) |
| Subrogation defensibility | Qualitative — opposing counsel doesn't typically challenge qualified-TSA timestamped evidence; the chain is independently verifiable |
Want to see this run end-to-end?
A 30-minute walkthrough on your sandbox tenant: real session, real chain, real signed PDF you can open in Adobe Reader and watch the qualified-TSP timestamp validate. No deck.