How Pipedrive helped Top Tier Public Adjusters handle more insurance claims and reduce manual workloads

Weathering the storm in an unpredictable climate

In Florida, hurricanes and severe weather events are a persistent threat, often leading to significant damage. Hurricane Ian in 2022, a Category 5 cyclone, became the costliest storm to hit the state and the third-costliest hurricane in US history. That same year, Hurricane Nicole caused widespread impacts across the region. More recently, Hurricane Idalia in 2023 and three hurricanes in 2024 – Debby, Helene and Milton – continued the trend of devastating storms.

Top Tier Public Adjusters was set up in 2020 to assist Florida homeowners with property insurance claims. The company specializes in roof insurance claims. Due to its location in Florida, where hurricanes are relatively frequent, the business experiences large volume spikes immediately after hurricanes and strong storms. The unpredictability of these storms – in terms of intensity and where they make landfall – means it can be a tricky operation scaling up and down the business, and at speed, as required. Hence why Pipedrive has become a lifeline for Top Tier Public Adjusters: Its automation can respond quickly and efficiently to fluctuations in the number of claims.

Seamless automation, under one roof

Top Tier has used Pipedrive from the beginning but wasn’t making the most of the CRM – the company had a straightforward workflow with only three pipelines and broad stages, split between two companies. The manual processes and lack of visibility led to inconsistencies in client follow-ups and claim processing.

In 2023, Brent Guttman and the team addressed these challenges by migrating Top Tier to a new Pipedrive instance. Using custom scripts and the data import feature, they successfully replicated all historical activity, including completion dates, tasks, emails, notes and files, ensuring a seamless transition to the new instance without losing historical data.

The firm is now automating processes with Pipedrive’s webhooks, integrations and API, which Brent Guttmann says have brought enormous benefits.

Pipedrive automations are configured to trigger a webhook whenever Top Tier employees create specific tasks. Each time these tasks are created, the webhook sends a notification to the designated endpoint URL the company has set up. Upon receiving the POST request at the endpoint, a custom action is executed, such as sending a templated email or generating and sending a document to a contact.

This system automatically moves deals to the next stage upon task completion, ensuring the steady progress of claims. This move to the next stage also triggers the creation and assignment of the subsequent activity. This chain reaction drives deals through the process while enhancing the business value of Pipedrive’s Rotting feature.

Top Tier calculated the average time it takes to complete the activities within each stage and pipeline, using those averages as the configuration values to flag deals as rotting if they remained in a stage beyond the expected timeframe.

Increased visibility with Pipedrive

Brent Guttmann says that Pipedrive manages certain milestones within the claims process. For instance, customers receive a notification once they have signed up for Top Tier Public Adjusters’ services, and a weekly email is sent out to keep them up to date with where they are in the claims process. Feedback from customers shows that “they like this a lot.” And from the firm’s side of things, these notifications – thanks to Pipedrive’s webhooks – have vastly reduced the number of calls coming into the firm.

Guttmann adds that when new employees are hired, they pick up on Pipedrive quickly.

The firm also uses Pipedrive’s insights, analytics and reporting features to get a broad overview of deals. It tracks the number of new deals per day, week and month, giving the users an idea of the volume size at each point of the pipeline. Guttmann says that while forecasting is always hard, the invoicing pipeline alone is excellent at offering real-time insight into what to expect.

Top Tier Public Adjusters are now working to ensure that there are different templates for documents, such as proof of loss for each insurance company they work with. They have not yet automated these because of the number of variations and specific details that need to be included for each insurer – but work has begun and is expected to be completed in a couple of weeks.

Building on a strong foundation

As the stats above show, Brent has customized the company’s Pipedrive CRM to gain production visibility, empower users and drive growth.

To date, Top Tier has facilitated more than 5,200 successful roof insurance claims, securing over $100 million in insurance proceeds for their customers and generating over $12 million in revenue.