The claims process is the moment of truth for any insurance program. When someone is filing a claim it means something has gone wrong. So when we decided to reimagine our claims process, we knew we had to make it as seamless and stress-free as possible for everyone involved. That’s why we’re thrilled to share enhancements to Foxen’s claims experience that bring more speed, transparency, and operational ease to property teams than ever before. Senior Product Marketing Manager Megan Eales Monroe sat down with Pete Kidd, VP of Insurance Solutions, to discuss what drove these updates and the value they deliver for owners, operators, and residents.
Megan: For those newer to Foxen and the insurance side of tenant legal liability policies, can you give a quick breakdown of Foxen’s role in the claim process?
Pete: Absolutely. Foxen Insurance Agency is a licensed insurance agency specializing in underwriting and program management for Tenant Legal Liability policies. The policy allows landlords to waive tenants’ liability for damage they negligently cause from fire, explosion, water overflow, and smoke, while simultaneously reducing landlords’ financial risk from having to pay out of pocket for these types of damage.
Foxen administers the property damage liability waiver program for our WaiverCore customers. The tenant legal liability commercial casualty surplus lines policy behind that program is backed by our AM Best-rated insurance carriers. Our claims TPA, which stands for third-party administrator, is the party responsible for adjudicating the claim.
Our new claims enhancements will make it easier for property managers to file and track these claims.
Property teams will report incidents through the Foxen portal. They provide info about the incident and responsible resident, including uploads of any supporting documents like repair estimates, invoices, or photos of the damage. Our system passes that information to the TPA, and as they work the claim, their updates flow back into our portal where property staff can see real-time claim status.
Megan: What prompted Foxen to enhance the claims process? What were you seeing in the industry?
Pete: Over the last couple of years, the industry has seen loss severity rise. Repair costs are up, inflation isn’t helping, and onsite teams are feeling more pressure than ever. We kept hearing the same message from operators: the traditional claims experience is slow and disconnected from how modern properties actually operate.
We listened. They needed a faster process, clearer communication, and real-time updates from the TPA that is adjudicating their claims. These enhancements are really a direct response to what operators have been asking for and what today’s environment demands.
Megan: You’ve worked in insurance for over a decade. What gaps in the typical claims process were you most excited to solve?
Pete: I’ve been in insurance for 14 years, and I’ve done everything from adjusting claims to leading claim organizations. I’ve also been a customer on the opposite end of the claims process, so I know what a good and bad experience feels like, and how crucial transparency and speed are.
Claims are a critical moment for Foxen and for the insurance carriers backing the property damage liability waiver programs we administer across WaiverCore, WaiverFlex, and WaiverCell. The claims experience can either build trust or erode it entirely. Improving this experience matters deeply because it touches customers at their greatest time of need; often during some of the most stressful moments they face.
There are three main gaps that exist within the market.
- Slow response times: A lot of carriers and managing general agents (MGAs) are still operating on legacy systems without an interactive communication platform, and things move slowly as a result.
- Lack of transparency: Limited communication leaves property operators and insureds unsure of the status of their claim, what documentation is needed, or what the next steps are. This causes a lot of frustration.
- Disconnect from reality on the property level: On-site teams are balancing so many things day-to-day and constantly in a state of flux, especially when an event occurs such as a fire or water loss. We have to ensure that the claim process itself is the least of their worries, right?
In partnership with our carriers’ Claim TPA, what we built at Foxen closes those gaps: quicker triage, centralized communication, and a process that respects what property teams are juggling.
Megan: What enables Foxen to modernize claims in ways others struggle with?
Pete: In my opinion, many insurers and MGAs rely on a dated infrastructure. They’ve improved, especially with the AI boom, but many processes still involve clunky forms or static text fields that slow everything down. The experience overall doesn’t provide speed or visibility to operators.
Foxen is uniquely positioned because we’ve created a PropTech platform that intersects with insurance solutions. We’re constantly innovating and we deeply understand operator workflows. We see the full picture: what happens onsite, what regulators require, and how data should flow across a portfolio. That combination allows us to modernize in a way that traditional carriers or MGAs can’t.
Megan: Let’s talk about the technology. How does Foxen’s platform elevate the experience?
Pete: Technology is pivotal. Our infrastructure really allows us to provide an experience that ultimately is faster, clearer, and easier. It eliminates a lot of the guesswork and time that's spent processing an incident. When it comes to transparency, customers want to know what's going on at all times. With consumer technology, anyone can track their coffee order, their package, their ride — so why shouldn’t they be able to track a claim?
For us as an insurance solutions team, we always have to think through, how can we get customers’ information faster? How can we respond faster and meet their demands?
The goal for us was pretty simple when we were building this out. It was to give property teams time back by reducing manual processes to report a claim, reducing the actions they need to take to chase down the claim status, and ultimately reduce the administrative burden that comes with filing claims traditionally.
Megan: How would you summarize the enhanced experience to a busy property team?
Pete: I’d put it into three buckets.
- Streamlined submission — Clear documentation requirements are right up front, so property management site staff aren’t guessing what the adjuster will need. With a more streamlined incident reporting process, we’re able to reduce the back and forth and accelerate the response time.
- Real-time status tracking — We built a tracker that shows exactly where a claim stands, allowing operators to understand the status of the claim at all times.
- Better coordination — Our enhanced claims process improves communication between Foxen, property teams, and our claims TPA. This ultimately allows us to support a faster and more predictable claims cycle.
Megan: How does the enhanced claims experience reflect Foxen’s broader commitment to supporting operators?
Pete: Everything we build starts with creating experiences that give value to property owners, operators, and residents. Our solutions create operational efficiency and reduce risk at the portfolio level.
With claims specifically, we wanted to reduce that back-and-forth, create transparency, and align the process with how operators actually work day to day.
It’s another example of how we take something traditionally complex and translate it into a streamlined, operator-first experience.
Megan: Anything else you'd emphasize as we wrap up?
Pete: Just that this launch demonstrates Foxen's ability to be an industry leading partner that stands besides our customers at their most critical moments. We help them navigate the loss with confidence, while being very transparent on what's taking place during throughout the claims process.
We want to raise the bar for what a claims experience can and should be. I’m incredibly proud of what the team created and excited for customers to feel the difference.
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