At Zap Consulting, we often receive this question from adjusters: is a desktop review or on-site inspection needed for this claim? If you work in claims, you know that rarely is there a 'one size fits all' solution. Claims vary dramatically, especially those involving appliances, electronics, and HVAC systems.
When assessing property damage claims, determining whether to conduct a desktop review or an on-site inspection is a critical decision and depends largely on the information needed to resolve the claim. Has the damage already been confirmed? Has an accurate cause of loss been determined? Are all parties involved stipulating that the item must be replaced, rather than repaired?
Both approaches have unique advantages and limitations, making it essential to choose the right method based on the claim's specifics and the information needed to resolve the claim fairly and accurately.

Desktop Reviews
At Zap Consulting, desktop reviews involve evaluating claims using service provider documentation and data provided by the policyholder or third parties. With this review, office resources are used to validate the credibility of the company used for repair/replacement, as well as, determine if labor, material, and pricing are in line with current market MSRP/local competitors. A desktop review from Zap Consulting will involve a thorough analysis of all provided documentation, photos, receipts, proposals, and more, resulting in a concise, actionable report.
One of the primary advantages of desktop reviews is their efficiency. Since they eliminate the need for an on-site inspection, Zap experts can get working on the documentation immediately. Desktop reviews are particularly useful in situations where access to the property is limited, or if all the claimed items have been repaired, replaced, or discarded and on-site inspection is not possible.
However, desktop reviews have limitations. A desktop review of the insured's repair/replacement documentation will produce recommendations regarding the pricing and actions described; however, the cause of loss, or the extent of the damage can not be confirmed. When the cause of loss and/or extent of damage are in question, an on-site inspection from Zap Consulting is the way to go.
On-Site Inspections
On-site inspections involve a physical visit to the property by a Zap Consulting expert field technician. This approach allows for a comprehensive assessment, enabling the Zap technician to observe details that might be missed in photos or videos, as well as complete a full diagnostic evaluation of the claimed items or systems. On-site inspections are ideal for most claims where the claimed items or systems are accessible for testing.
With an on-site inspection, an accurate cause of loss may be determined, as well as the extent of damage, accurate repair vs replacement recommendations, and RCV and ACV recommended payout amounts. As part of our superior service, Zap inspections include everything an adjuster needs to resolve the claim fairly and accurately.
Zap Evaluations Include:
Cause of Loss Determination
Recommended Action / ACV & RCV Settlements
Photographs of Equipment
Current Market Parts & Labor Pricing
Like Kind & Quality Confirmation
Repair & Replacement Parts Availability Verification
Policyholder Copy of Report
Documentation of Surge Protection Devices
Choosing the Right Approach
Ultimately, the choice between a desktop review and on-site inspection should align with the goal of ensuring accurate, fair, and timely resolution of claims. By carefully considering the specifics of each situation, we can help determine whether a Zap desktop review or on-site inspection is the best solution for the claim. Reach out to a Zap Consulting expert today to discuss your challenging appliance, electronics, or HVAC claim.