Digital Friction Is Quietly Costing Your Organization: New Global Report Shows Lost Revenue, Burnout, and Security Risks

This comprehensive 2025 TeamViewer report outlines how digital friction—persistent workplace technology failures—impacts organizational productivity, security, and workforce stability. With 48% of surveyed professionals reporting project delays and 42% citing revenue loss due to IT dysfunction, the findings underscore a silent but significant operational threat.

Claims professionals, especially those managing digital workflows, remote field reporting, or adjusting in hybrid environments, are particularly vulnerable to these disruptions. Issues like software crashes, authentication failures, or forced updates translate into missed deadlines, communication breakdowns, and increased client dissatisfaction—potentially affecting claims resolution times and insurer-client relationships.

Crucially, the report highlights that digital friction drives a trust gap between staff and IT, leading to risky workarounds like Shadow IT. For adjusters, this might mean using unapproved apps or personal devices in the field, creating data security vulnerabilities that could jeopardize claim integrity and compliance.

The report also suggests that AI and improved Digital Employee Experience (DEX) platforms can reduce these inefficiencies. For insurers, investing in friction-reducing tools and empowering IT to proactively support field operations can improve adjuster satisfaction, reduce burnout, and streamline claims handling.