Case study: Inspector Claim Management (ICM)

Overview

Founded in 2019 by Michael Lang and Joseph Denneler, Esq., Inspector Claim Management (ICM) specializes in providing claims- and risk-management services to home inspectors and other real-estate professionals. With a focus on helping their clients navigate insurance challenges and mitigate risks, ICM quickly established itself as a leader in this niche industry. The company has grown to serve thousands of home inspectors across the United States, with expert guidance and comprehensive claims solutions.

To enhance their service offerings and address unique operational needs, ICM implemented Cloud Claims by APP Tech. This solution gave them a way to scale operations, comply with rigorous security standards, and streamline claims management.

 “Cloud Claims is a fantastic system. It provides great, customizable reporting so we can make decisions quickly and confidently. Everything is very user-friendly, and the data is presented in a very easily-digestible format.

 “We’ve never thought of switching, because the product and support are outstanding.”

— Michael Lang, co-founder and managing underwriter, ICM

Challenges

Specialized needs, scalability and security, affordability, future-proofing

Michael and his team needed a robust claims-management solution, but most of the platforms they encountered were prohibitively expensive or they lacked the specialized features ICM couldn’t live without. For a startup with ambitious goals, affordability and adaptability were non-negotiable.

Furthermore, ICM’s requirements went well beyond basic claims management. They needed a system capable of integrating complex data flows, including monthly EDI data feeds for carriers, weekly policy updates from the sales team, and imported claims data from other third-parties. 

ICM needed a solution that could evolve to keep pace with the business, and any system they considered had to meet stringent security standards to satisfy their insurance partners, while still being easy to use and scalable to match the company’s rapid growth plans.

Why APP Tech?

Expertise, flexibility, cost

ICM chose the Cloud Claims platform by APP Tech for its specialized features, flexibility, cost-effectiveness, and its incident-based approach to claims management. According to Michael, he was struck by how well the team at APP Tech understood ICM’s niche needs and their commitment to delivering a solution that fit perfectly. It wasn’t just about finding software; it was about finding a partner who could help ICM build momentum.

Implementation

Smooth data integration, minimal IT burden, focused support

While anticipating the release of Cloud Claims, ICM implemented an earlier, on-prem version of the APP Tech software called IMS. The migration to Cloud Claims, about a year later, marked a turning point for ICM. As a cloud-based solution, Cloud Claims eliminated the need for installation and ongoing IT maintenance. It provided instant benefits like effortless system upgrades, best-in-class security, and enhanced scalability. The team at APP Tech worked closely with ICM to make sure line-of-business integrations worked smoothly from day one.

Results

Since 2020, ICM has seen incredible growth, and has relied on APP Tech’s Cloud Claims to keep pace. The platform handles complex data flows — such as importing policy information and exporting claims data — while its incident-based software architecture eliminates duplicate efforts and provides a single source of reference for all claim information. This ensures ICM can scale with confidence.

Accelerated policy growth: In the last four years, ICM’s policy volume has increased by more than 86 percent, and as their client base continues to grow, the company is handling significantly more claims (a ~12 percent increase year over year) with the visibility and operational efficiencies Cloud Claims provides. 

Faster settlements: Cloud Claims helps ICM mitigate risk for their clients, but when an incident does occur, all the information is tracked efficiently, processes are standardized and automated, and settlements are timely. ICM has helped thousands of policy holders recover from losses, and has settled millions in claims, confidently and without hassle.

Cloud Claims at-a-glance 

• Clean, user-friendly interface for rapid content entry, processing, and auditing
• Rich sets of data available across all claims for use by risk management
• Custom reporting and analytics based on ICM-determined filters
• Workflow and automation for faster claims processing
• Enhanced efficiency in monthly reporting for insurance programs
• A solution that scales with the business

“Paul and his team are really good — they check all the boxes. They are super responsive when we have questions or need customizations, and without the software itself, our business doesn’t run efficiently.”

— Michael Lang, co-founder and managing underwriter, ICM