New to Claims? The Doc Sourcing Toolkit Every Adjuster Should Know

October 17, 2025

With adjuster shortages and high turnover straining Canada’s claims teams, adjusters new and experienced are under more pressure than ever to close files faster and fairer. Here’s a Q&A guide on the claims tools every adjuster should know.

If you’re new to claims, the learning curve can feel steep. You’re expected to make quick decisions, order the right insurance documents and keep claims moving. At the same time, you’re juggling policyholders who want answers today and managers who want files closed yesterday.

And you’re not alone. Across Canada, the insurance industry is grappling with rising claim volumes while keeping up with a shortage of adjusters. High turnover means new adjusters are entering the field at a time when the pressure to settle faster is mounting.

“We’re seeing the impact of high turnover in claims, with a shrinking pool of adjusters and new ones joining frequently,” says Pamela Beauchamp, Director, Insurance Division at ISB Global Services. “For new adjusters especially, this can feel overwhelming as the learning curve is compounded by figuring out what documents to order, often having to navigate manual processes and juggle multiple vendors to get the claim processed. It’s slowing things down at a time when speed matters most.”

For adjusters new and experienced, knowing what to order, when, and where to get it, without wasting time, is critical. ISB is here to help.

A Q&A to Settling Faster and Smarter: Claims Tools Every Adjuster Should Know

Q1: I’m new to claims, what makes ordering documents so confusing?

Multiple vendors, scattered processes, and uncertainty over what’s needed create delays. New adjusters especially struggle with knowing what to request based on what they already have in the file. Even experienced adjusters can get bogged down in manual processes and vendor juggling that slow down settlements.

Q2: What can simplify that process and help me save time and money?

With ISB’s platform, adjusters have one login that gives them centralized access to more than 70 verified insurance documents. That means you get fast access to claims data for auto, property, accident benefits and bodily injury — all in one place.

With ISB’s Ready for Guidewire Accelerator documents flow directly into ClaimCenter, so there’s no toggling between systems, no manual rekeying, and no Googling where to find what you need or chasing multiple vendors.

The result is real-time API delivery — often in under 15 minutes — and up to 40% less admin time per document order so you can make faster decisions with fewer errors and stronger outcomes.

Data is sourced directly from ministries, everything is timestamped, fully traceable, audit-ready and compliant, so you can make confident claims decisions fast.

“With ISB, you don’t need to know ten different workflows. You log in, pick what you need, and move forward,” says Beauchamp.

One insurer client of ISB reported that streamlining just a few routine tasks saved them nearly 20,000 hours of adjuster time in a single year. That translated into over $1 million in productivity gains, with the added bonus of better accuracy, stronger IT security, and a seamless experience for staff and claimants alike.

Q3: What’s the rule of thumb for knowing what to order?

New adjusters don’t always know where to start, and that slows things down. The general rule? Think in terms of “If you need… you can order.”

For example:

• If you need to confirm driving history… order a driver abstract.
• If you need to verify vehicle ownership… run a plate search or VIN history.
• If you need to verify property ownership… run a Land Title Search.
• If you need to track vehicle ownership history… order a plate history.
• If you need to check for liens or financial interest on a vehicle… order a PPSA.

“It doesn’t have to be complicated. Whatever the gap is in your file, there’s a document you can order to fill it,” Beauchamp says.

Q4: What can I get based on the information already in my file?

“The key is: whatever you have in the file, you can build from there,” Beauchamp says. “If you’ve got a plate, a license, or even just an address, you can easily and quickly order the right documents you need to settle fast and accurately.”

Think of it as “If you have… you can get.”

For example:

• If you have a driver’s license number… you can get a full license history plus linked plate details showing all vehicles attached to that license and when plates were issued or removed. You can also pull a range of documents from the time a vehicle was transferred (typically during a sale).
• If you have a plate number… you can get ownership details or vehicle history.
• If you have a VIN... you can get vehicle details, odometer readings, a list of reported claims, insurer information, and any liens registered against the vehicle in the selected province.
• If you have an address… you can get Land Title or property assessment records.

Q5: What about fraud risk? Should new adjusters be worried about missing it?

“Absolutely, but the right tools help,” says Beauchamp.

Social media screening, insurance-specific VIN-Scan, criminal history and background checks, and ID document verification are all available through ISB’s centralized platform to strengthen fraud detection. And if you’re an ARIS-authorized insurer, ISB unlocks ARIS digital reports to settle claims fast and fight fraud.

Applying the “If you need… you can get” principle, here are some examples of what you can order through ISB’s platform to help you investigate a suspected fraud claim:

• If you need to understand financial distress that could signal motive for fraud… request a bankruptcy or lien search.
• If you need to identify past convictions… order a conviction report.
• If you need to check for criminal records that may indicate fraudulent activity… order a Canadian provincial criminal record check.

“It’s not just about speed,” Beauchamp adds. “It’s about accuracy and defensibility. The right document at the right time protects the insurer and the customer.”

Q6: Why does centralized document sourcing matter for adjusters just starting out?

Centralized document sourcing through ISB’s platform shortens the learning curve, builds confidence in decision-making for faster, fairer claim settlements, and cuts the need for back-and-forth with external vendors.

It also improves customer experience by cutting delays, and strengthens compliance and best practices in document management.

“Adjusters don’t have time to get bogged down,” says Beauchamp. “Having one place to order from means they can focus on resolving claims, not tracking down paperwork.”

Behind Every Claim Is a Customer Counting on You

While claims pressures won’t disappear overnight, adjusters both new and experienced can settle faster and fairer with the right claims tools.

“Centralized access to the right documents doesn’t just improve claims, it eases the pressure on people,” Beauchamp says. “ISB is here to help adjusters take the guesswork out of what they need and where to look. It’s as much about efficiency and helping insurers save time and money, as it is about giving claims teams the time back to focus on what really matters: resolving the claim quickly and fairly to support the customer.”

About ISB Global Services

ISB Global Services is a trusted provider of data-driven solutions for the insurance industry. For over 25 years, ISB has helped insurers, adjusters, and claims professionals streamline investigations, accelerate claims, and make informed decisions with confidence. From background screening and document retrieval to identity verification and claims support, ISB delivers fast, compliant, and reliable information through secure digital platforms.