Virtual Reality Based Digital Twin Technologies for Insurance Claims: A Comparison with On-Site Inspections

Immersive digital twin systems offer new opportunities for spatially rich documentation in domains such as property insurance. This paper investigates their applicability in professional claims assessment workflows. We focus on AssureXR, a browser-based VR system that enables remote exploration, annotation, and measurement of 3D scans captured via mobile LiDAR devices. In an expert user study, we compared AssureXR to the commercially established Matterport platform as well as the conventional method of damage assessment on-location. Fourteen insurance professionals worked on three real-world water damage cases using both systems, performing representative assessment tasks. The evaluation combined task-based usage, time and cost estimations, the AttrakDiff questionnaire, and qualitative feedback. Results indicate that both systems supported core assessment tasks effectively and were generally well accepted. AssureXR was valued for its domain-specific integration and spatial flexibility, while performance and usability issues were also noted. We discuss the implications for adopting immersive tools in professional insurance contexts and identify areas for further refinement.