Why Faster, Fairer Claims Start with Centralized Document Sourcing

July 3, 2025

For Canada’s leading insurance providers, delivering fast, accurate claim resolutions has become a competitive advantage. Here’s how centralized, smart document sourcing empowers claims teams to rise to the challenge.

Canada’s insurance claims teams are under intense pressure to deliver fast and accurate claims.

Record-breaking catastrophic weather events drove claims volumes up by more than 400% in 2024, while billions in insurance fraud and auto theft claims, evolving regulatory pressures, and a shrinking workforce continue to stretch already-overloaded adjusters thin.

For insurers, it means their ability to modernize and streamline claims efficiency has never been more critical.

That’s where centralized, intelligent document sourcing technology that leverages the latest AI and automation gives insurers a competitive edge, explains Christopher McClelland, Director of Insurance Solutions at ISB Global Services, a leading insurtech provider in Canada.

“It’s no longer just about delivering on the promise of a claim. It’s about how quickly, fairly and accurately insurers can do so,” McClelland says. “Insurance partners and customers aren’t thinking of the challenges adjusters face. To them, speed and efficiency matter most when their claims are being processed.”

Today, 95% of policyholders say their claims satisfaction hinges on how fast their claim is settled. And recent industry search shows Canadian brokers say claims handling quality is the top consideration when choosing where to place their business — making efficient processes a market differentiator.

To stay ahead, leading insurers are investing in centralized document sourcing systems, like ISB’s platform, that streamline workflows, reduce delays and empower adjusters to make faster, fairer and more accurate decisions.

“Claims are no longer just a back-end process,” McClelland adds, “They’re your brand in action.”

In addition to creating seamless customer experiences, centralized claims tools save insurers time and money. A recent review of an ISB insurer client found the company saved 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 improved accuracy, better IT security, and a better employee experience.

How Centralized Document Sourcing Results In Fast, Accurate Claims

Accessing high-quality insurance documents from the source — like police reports, lien searches, and VIN histories — can make or break a claim.

Yet many claims teams still rely on manual sourcing and juggling multiple vendors, tracking down consent forms, and double-checking requests. This not only slows down claims processes but can introduce errors and compliance risk.

“Manual processes can be very time-consuming and tedious, as it often means adjusters must navigate many vendors, track down consent forms and double-check submissions, all while managing customer expectations,” says Pamela Beauchamp, Insurance Division Director at ISB.

ISB’s centralized document sourcing solution transforms how adjusters work by offering access to over 70 document types through a single, secure platform. It includes built-in operating standards, error-flagging protocols and process mapping to ensure accuracy from start to finish.

“Instead of going to various places to source different documents, adjusters can go to one place and get everything done — and done right,” Beauchamp adds. “We’ve built in vendor-specific consent forms and quality control, so claims teams don’t have to guess or Google where to go — we’ve done the work for them. The solution is designed to take the headaches out of claims document sourcing.”

Guidewire Integration To Streamlines Claims Document Requests

Technology like automation and AI is rapidly becoming essential in claims. But unless it integrates seamlessly, it can add more friction than value.

“Claims adjusters don’t need more tools — they need the right ones that seamlessly fit into their workflows,” says Laurence Carroll, Account Manager at ISB.

One of the biggest advantages to leveraging ISB’s claims adjuster support services, is it’s Guidewire Accelerator available within Guidewire Marketplace, which makes document sourcing a built-in function — not a separate process.

With ISB’s Ready for Guidewire Accelerator adjusters can reduce admin time by up to 40% per order, thanks to automated workflows and consistent report formatting.

“It means fewer clicks, faster responses and less disruptions for leading Canadian insurers who are already using Guidewire to manage claims,” Carroll says.

ISB’s Guidewire Accelerator leverages seamless API integration and pre-filled forms to make it easy for ClaimCenter users to order and receive essential claims reports fast. Orders are auto-filled, and results are delivered directly into ClaimCenter — no jumping between systems, and no delays. More importantly, claims teams gain the confidence that each submission is complete, secure, and traceable.

“ISB’s solution helps adjusters understand the circumstances of a claim, giving them the information they need to efficiently make better decisions and faster settlements,” Carroll says.

One Platform for Top Documents Every Claims Adjuster Needs – And So Much More

As claims grow more complex, quick access to the right documentation is essential to verify losses, confirm liability, and settle claims fairly.

But too often, adjusters are stuck chasing paperwork, scouring multiple websites, contacting multiple vendors, or even Googling to figure out where to find what they need.

ISB’s centralized solution puts over 70 insurance document types at adjusters’ fingertips — with filters by region, claim type, and use case — all in one place.

“We’ve streamlined access to the most common reports adjusters need, so what they see is exactly what applies to their file,” says Beauchamp. “But many adjusters don’t realize just how many products are available to help streamline their claims.”

Adjusters can quickly order ISB’s Top 5 most accessed documents — the backbone of auto and property claims validation, Beauchamp says.

This includes:

• PPSA / Lien Searches – Verifies encumbrances on personal property.
• Police Reports – Establishes accident details and fault.
• CARFAX Canada Products – Delivers comprehensive vehicle history.
• VIN History – Confirms past damage, usage, or write-offs.
• Plate Search – Identifies current or past vehicle owners.

ISB’s centralized portal also unlocks a wide range of valuable underutilized documents that can be tailored to your claim team’s specific needs — such as Driver Record Abstracts, License Plate History, Land Title Searches for property claims and CARFAX Canada National Lien Report.

Through ISB’s first-of-its-kind partnership with CARFAX Canada, claims teams can also get simplified, at-a-glance VIN-scan reports to streamline claims handling and outpace fraud. Tailored to insurers’ specific needs, the VIN-scan solution immediately shows vehicle ownership and history red flags, such as odometer discrepancies, undisclosed damage, or fake VINs — helping adjusters triage total losses with confidence.

Another new solution available to claims teams: ISB’s sophisticated new Social Media Screening reports, which empower insurers to combat fraudulent claims and mitigate risk.

“With ISB, adjusters no longer waste time figuring out what to order or where to find it,” says Beauchamp. “Everything they need is in one place — ready to be customized to fit their workflow and requirements.”

Modern Claims Workflows That Improve Accuracy, Speed and Compliance

The insurance industry is facing a growing talent crisis. Claims adjusters are among Canada’s fastest-declining professions, with retirements outpacing new talent entering the field.

This reality makes speed, accuracy and tech-enabled support more vital than ever for insurers who want to outpace and outlast.

Centralized document sourcing directly supports better claims outcomes by reducing claims cycle times, lowering the risk of rework and disputes, supporting overwhelmed adjusters and enhancing policyholder satisfaction and retention.

And it’s not just about speed — it’s about built-in compliance.

“ISB’s solution accelerates document sourcing while ensuring everything from data privacy to audit readiness is built into every step,” Carroll explains.

Each document request is pre-qualified, ensuring completeness and accuracy before submission. Results are returned exactly as received from the source — unaltered, auditable, and legally sound.

“Claims isn’t where you want to fall behind,” McClelland adds, “It’s where you want to prove you’re ahead.”

Smarter Insurance Document Sourcing for Better Claims Outcomes

Today’s claims teams don’t just need access to the right insurance documents — they need intelligence, speed, accuracy, and compliance built into every request.

“Insurers need to ask themselves: is your current document sourcing system helping your claims team deliver or holding them back?” says McClelland.

With centralized, smart document sourcing solutions like ISB’s, insurers can simplify operations, reduce costs and risk, and build policyholder trust where it matters most: at the moment of a claim.