Reducing Costs and Claim Time with Surface Repair

Not every property claim involves major loss. Minor damage to bathtubs, countertops, or vanities may seem routine, yet these issues can escalate quickly when replacement becomes the default. Coordinating multiple trades, managing extended downtime, and sourcing new materials can all increase claim severity and frustrate policyholders. To address these challenges, Surface Repair presents a practical alternative to full replacement. This localized restoration method offers a cost-effective and efficient option for resolving cosmetic damage. It supports financial performance, shortens claim cycles, and aligns with sustainability goals, all without compromising quality.

Controlling costs through localized repair

Reducing claim severity is one of the most effective ways insurers can protect their combined ratio. Surface Repair helps lower both indemnity and loss-adjusting expenses by addressing only the damaged area. There is no need for demolition, plumbing changes, or fixture removal.

Since the work is completed by a single trained technician in one visit, administrative overhead is also reduced. In 2024, Canadian property and casualty insurers reported a combined ratio of 96.6. Every opportunity to reduce claim cost contributes to maintaining that performance.

Faster resolution, improved customer experience

Delays in resolving small claims can weaken policyholder trust. Full replacements often involve wait times for parts, repeat visits from trades, and disruptions to daily routines.

Surface Repair shortens the process significantly. Most jobs are completed within hours, allowing adjusters to close files sooner and customers to return to normal faster. The work is clean, quiet, and minimally disruptive, which improves the policyholder experience and helps reduce service complaints. With the ability to match nearly any color, only the damaged item needs to be repaired, avoiding the cost and complexity of replacing full bathroom suites or multiple fixtures designed to match.

Satisfied customers are more likely to renew, refer others, and stay loyal. That makes the overall claims experience a strategic lever for improving retention and reputation.

Contributing to sustainability goals

Insurers are increasingly expected to align operations with environmental, social, and governance (ESG) frameworks. Claims handling, often overlooked in sustainability planning, is an area where meaningful impact is possible.

Repair avoids the need to discard large fixtures that are still structurally sound. It also eliminates the emissions associated with manufacturing, transporting, and installing replacements. In 2022, Canadians sent over 26.6 million tonnes of waste to landfill, the highest level ever recorded, much of it from renovation and construction activity.

By integrating repair into standard claims practices, insurers can reduce environmental impact without sacrificing service quality.

Supporting property managers during the claims process

Surface Repair also brings benefits to building owners and property managers, who often work closely with insurers during a claim. In settings such as hotels, student housing, and healthcare facilities, extended downtime can lead to revenue loss or occupant inconvenience.

Repair minimizes disruption by avoiding fixture removal, plumbing shutdowns, and debris cleanup. Units remain operational, and repairs can often be completed without displacing tenants or guests. Property managers appreciate the speed and simplicity of this approach, especially when dealing with multiple units or tight maintenance timelines.

This alignment between insurer goals and building operations strengthens partnerships and improves overall outcomes for all stakeholders involved.

A practical solution for modern claims teams

Surface Repair fits easily into existing claims processes. It can be scoped remotely using photos, completed in a single visit, and documented with before and after pictures for audit and quality control. There is no need to revise existing workflows.

For insurers focused on reducing claim costs, improving customer satisfaction, and supporting sustainability commitments, this approach offers a clear operational advantage.

Repair first thinking is not about cutting corners. It is about identifying smarter ways to deliver value in a changing environment, both for policyholders and for the future of the industry.

Interested in seeing how Surface Repair could support your claims process? Contact us to book a free demo.

Sources:

• https://www.spglobal.com/market-intelligence/en/news-insights/articles/2024/6/intact-tops-2023-canadian-property-and-casualty-insurers-with-c-11b-in-revenue-82074289
• https://www.statcan.gc.ca/o1/en/plus/6850-less-diversion-and-more-non-residential-sources-push-canadas-waste-disposal-new-high-2022