Insurtech has spent years focused on what’s visible: faster quoting, digital policy management, AI-powered underwriting, and chatbots for customer service. These advancements have modernized the front end of insurance.
But the back end, especially claims, tells a different story.
Most of the real complexity in insurance lives behind the scenes, in the operational layers where claims are actually handled. One of the most overlooked parts of that process is the adjuster workflow, the system that moves a claim from assignment to settlement.
This layer is rarely glamorous, but it’s where decisions are made, documentation is compiled, and compliance risks appear. It’s also where most inefficiencies begin.
And despite all the focus on innovation, few insurtech products are solving this problem.
Where Claims Actually Break Down
Every property and casualty claim, from a routine burst pipe to a catastrophic hurricane loss, runs through a maze of tasks, files, checklists, and deadlines.
For adjusters, this means managing:
- Photo documentation
- Proof of loss forms
- Status updates for carriers
- Scheduling and notes from inspections
- Review-ready files for examiners
- Coordination with homeowners, contractors, and policyholders
- Compliance with carrier and FEMA requirements
- File versioning and audit trails
This isn’t one or two steps. It’s a multi-touch, compliance-heavy process that depends on clear documentation and fast turnaround.
Yet the software in this space is fragmented. Estimating tools handle the scope. Carrier portals receive the final submission. Everything in between is left to emails, spreadsheets, PDFs, and folders scattered across local drives.
The result is predictable: information gets lost, deadlines are missed, and adjusters scramble to find files. Carriers send submissions back for corrections. Claims stall or get rejected. The entire system slows down.
The Workflow Layer Is Broken
The claims management process is only as strong as its weakest point. For most adjusters, that weakness is the middle layer—the operational workflow between inspection and final submission.
Here’s what that often looks like:
- Claims tracked manually in spreadsheets
- Files stored across multiple locations without structure
- Missed steps due to lack of standardized task flows
- Unclear timelines for proof of loss or diary entries
- Difficult collaboration between team members or examiners
- No single system of record for the file lifecycle
The pain isn’t theoretical. It shows up as higher error rates, rework, compliance gaps, and slower payments. It also adds stress to adjusters already working long hours in high-pressure conditions.
This middle layer determines efficiency, accuracy, and profitability. Yet most insurtech platforms still ignore it.
What Modern Claims Infrastructure Needs
A strong workflow system is more than a convenience. It’s the backbone of modern claims operations.
The right platform should:
- Serve as the single source of truth for all files and documents
- Guide adjusters through each task with built-in steps and reminders
- Simplify proof of loss management and carrier communication
- Eliminate unnecessary back-and-forth with clean file sharing and audit trails
- Handle compliance requirements without adding complexity
- Scale easily for both teams and independent adjusters, without IT support
It should also be designed by people who actually understand the work, not by developers guessing from the outside.
Dragonfile: Software Built by Adjusters, for Adjusters
Dragonfile was founded by William Piacenti, who spent 25 years in flood and property claims, most recently as President of Jackson Adjustment Company. After leading field teams and managing high-volume operations, he saw firsthand that the existing tools weren’t cutting it.
Dragonfile was built to change that.
Instead of another carrier-focused tool, Dragonfile was designed specifically for adjusters and their daily workflows.
- Over 50,000 claims processed through Dragonfile
- Used by firms handling both daily and catastrophe claims
- Proven to reduce admin time and improve file accuracy
- Built for teams and now adapted for solo professionals
DragonfileONE: Bringing Structure to Solo Adjusters
As more adjusters work independently, the need for systems that don’t require IT teams or admin support has grown rapidly. Many are still using the same patchwork of emails and folders that larger firms abandoned years ago.
DragonfileONE fixes that.
It’s a claims management system built for solo adjusters who want to stay professional, organized, and compliant without the extra overhead.
For $29.99/month, DragonfileONE includes:
- Centralized file management
- Smart task tracking with auto-reminders
- Easy file sharing with examiners and carriers
- Built-in proof of loss tools
- A polished, professional interface that saves hours each week
- No IT setup. No complex onboarding. Just better organization.
Why This Matters to the Market
The claims process keeps getting more complex. Severe weather is increasing. Carriers are shrinking their internal teams. Regulations are tightening. Deadlines are stricter.
Yet the tools adjusters rely on haven’t kept pace.
This is not a side problem. It’s the operational core of one of the most expensive and critical functions in insurance.
Unlike customer-facing tools, workflow systems have long retention cycles, strong adoption rates, and growing value as firms scale usage across teams.
For investors, that means:
- Entry into a high-need, high-frequency market
- A distinct position within the insurtech stack
- Predictable SaaS revenue with low churn
- Reach into both enterprise and independent segments
The infrastructure layer can’t be ignored any longer. The market is ready for real solutions, and the tools that solve this gap will shape the next wave of insurtech growth.
See the Shift Happening Inside Claims
The future of claims will be won by those who fix the infrastructure. Dragonfile is already powering that shift, reducing delays, eliminating rework, and helping adjusters operate with precision at every step of the process.
If you’re serious about the next generation of claims operations, now’s the time to take a closer look.
Book a demo today and see why the smartest adjusters are choosing Dragonfile: dragonfile.io/demo