Fleet Claims Recovery Specialist - From Spreadsheets to a Claims Intelligence Platform

The client is a US claims recovery specialist that works on behalf of organisations with large vehicle fleets. When a fleet vehicle is damaged in an accident that wasn't the driver's fault, the fleet owner hands the claim to our client instead of dealing with the other party's insurer directly. The client then recovers the full value of the claim, including the line items that are often left out, such as loss of use, diminished value and lost revenue.

The Problem

The business ran on spreadsheets. Claims data sat across several different systems, and the application forms and supporting documents for every claim were captured by hand.

Without a single view of its clients and claim history, the team couldn't easily answer basic operating questions: how long each stage of a claim takes, what a claim costs to process, what margins it earns, or how much it should expect to recover for a particular type of claim. Each new claim was negotiated without the evidence from similar claims the business had already won.

Our Solution

Elucidate built the client's data infrastructure from the ground up and layered claims intelligence on top of it.

• Consolidated data warehouse. Smart ETL tooling pulls insurance and claims data from the client's different systems into one warehouse.
• Document automation. OCR and extraction for application forms and claim documents, so claims are processed without manual capture.
• A complete view of the business. Every client and every historic claim in one place, with interactive dashboards and agentic querying, so the team can ask questions in plain language. They can see cycle times, processing costs, margins and recovery rates for any cohort of claims.
• Smart routing. Incoming work is directed to the right stream, so each claim is handled by the team best placed to process it.
• Claim benchmarks and evidence. Claims are clustered and categorised, giving a benchmark for how much should be recovered for each type of claim. For a new claim, the platform surfaces evidence from comparable past claims, showing what was recovered and why, so the team can present it to the insurer.

The Results

1. Each claims administrator handles 3.5 times as many claims, with manual capture and admin work automated
2. Spreadsheets replaced by a single source of truth covering more than 100,000 historic claims
3. A benchmark recovery amount for every type of claim
4. Supporting evidence from past claims to back up every new claim
5. Clear, real-time visibility of cycle times, costs and margins