Why Fast Isn’t Always Fair:

What Really Matters in the Insurance Claims Process

By Jennifer Estrougo, Adv. | May 2025

In today’s on-demand world, speed is often equated with quality. In many industries, the faster a service is delivered, the more successful it’s perceived to be. But when it comes to insurance claims, faster isn’t always fair or effective.

There’s no doubt that policyholders want prompt service in times of loss. A claim usually arises during distress whether after an accident, a natural disaster, or a business interruption. The expectation of a quick resolution is natural. However, in insurance, fairness, accuracy, and transparency must come before speed. A good claims process is not defined by how fast a file is closed, but by how fairly and correctly it is handled.

The Danger of “Quick Fix” Claims

When speed becomes the sole metric of success, mistakes happen. Rushing a claim can mean missing key documents, misinterpreting facts, or under-assessing a loss. Worse still, it can erode trust between the insured and the insurer.

This is particularly true in specialty and commercial lines, where claims can be large, complex, and nuanced. Settling too quickly may appear efficient, but it often leads to disputes or rework later. A delay to get things right is far better than a fast decision that is wrong or incomplete.

The Right Process is Just as Important

Claims fairness depends not just on what the insurer does but also on what the insured does.

Following the correct process is crucial for an effective outcome:

• Timely notification: Reporting a claim quickly allows the insurer to respond appropriately, gather accurate information, and even mitigate further loss.
• Full documentation: Submitting the required documents such as incident reports, photographs, repair estimates, medical records, or third-party correspondence helps the insurer assess the situation accurately and fairly.
• Ongoing cooperation: The claims process is a two-way street. Delays often arise not from the insurer, but from lack of engagement by the policyholder. Responding promptly to queries, allowing site access for assessors, and being transparent about the circumstances can make a real difference.

What Clients Truly Value

Contrary to what many believe, speed is not the top driver of claims satisfaction. Studies consistently show that clarity, fairness, and communication are more important. Policyholders want to understand where they stand, what’s required of them, and when to expect an outcome. They want to feel heard not rushed.

Even when claims take time due to complexity, if the process is transparent, well-managed, and respectfully communicated, clients are more likely to feel supported and ultimately satisfied.

Timely Fairness Over Blind Speed

The insurance promise is not about being the fastest it’s about being there when it matters. This means having skilled claims teams, sound procedures, and digital tools that support speed without compromising the quality of service.

In short, timely fairness is the gold standard. A claim that is handled correctly, cooperatively, and transparently even if it takes a little longer is far better than one that is rushed and regretted.

Because in insurance,
how we handle the claim is just as important as the outcome itself.

Jennifer Estrougo, Adv.
Deputy CEO & Head of Claims