Improving the Efficiency of Loss Adjustment and Claims Management in the Insurance Industry

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  • ActivityFeasibility Study
  • Closing date21 May 2014


Of all general insurance risks, those events that have the greatest impact are due to either man-made disasters such as the 2010 Deepwater Horizon oil spill in the Gulf of Mexico, or natural catastrophes like the 2011 earthquake and subsequent tsunami in Japan. The economic and societal impacts can be enormous, and these events constitute the least-predictable element of the global underwriting business.

Once an insured risk has materialised, it is the role of mainly the direct insurer to respond to its clients and settle any outstanding claims for reimbursement of losses or reinstatement of property. This settlement process involves the use of professional loss adjusters who are engaged by the insurance company, normally to travel to the area in question and assess the damage. It is on the basis of their report that a claim is then settled with the policyholder. In this regard, loss adjusters are frequently the ‘second responders’ in the aftermath of disasters that lead to insurance claims.

Feasibility Study

Natural catastrophes commonly cause widespread devastation of local services and infrastructure. In common with the emergency services or ‘first responders’, the destruction of transport, power and communications networks makes the task of the loss adjuster that much harder, particularly if the region of devastation is remote and terrestrial communications are limited. Potential problems include: terrestrial networks being knocked out or overloaded; a lack of adequate capacity; and an unreliable quality of service.

The objective of this ARTES 20 IAP Feasibility Study is to investigate the improvements that space-based services can provide to the loss adjustment process, particularly in delivering reliable, cost-effective, and easy-to-use satellite applications to claim assessors operating in the field.

The study content will include as tasks: stakeholder / user consolidation, refinement of user requirements, state of the art analysis, service definition, system definition, proof of concept, viability analysis, and implementation roadmap.

For More Information

This Invitation to Tender (ITT) was published on EMITS on 12 March 2014 under AO/1-7830/14/NL/NR.

The Member States of ESA have made it mandatory for the Agency to register economic entities wishing to do business with ESA. Economic operators wishing to do business with ESA which are not yet registered as potential tenderer, are requested to complete the online questionnaire on the ESA EMITS website ( under
“Entity registration”.

The Agency has earmarked for this activity a maximum budget of EURO 300,000 per contract. Consequently, please note that only compliant proposals quoting a firm fixed price in EURO within this limit will be considered for evaluation.

Recipients of the present ITT are requested to note that the Agency can only consider a proposal from a company or organisation – be it as Prime or as Subcontractor – residing in a State, which currently subscribes to ARTES 20. To date these are: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Switzerland and the United Kingdom.

According to the rules of the IAP programme, the cost of activities carried out in a given State are charged against the contribution of that State to the IAP programme. Subscribing States reserve the right not to support some of the activities for which the Agency issues invitations for competitive tenders. Bidders are therefore advised to make sure at the
earliest possible stage that their and their subcontractor’s National Delegations will in fact support the present activity.