TPA · DOMESTIC MARKET
The Administrative Time Hiding in Every Claim
A claims management firm in Australia priced the minutes its team spent on each claim for a fleet client, found 35 that did not need to be there, and rebuilt the routine around the 10 that did.
AT A GLANCE
THE CLIENT, NAMED
Unity Claims, claims and accident management for fleet and hire-car clients in Australia
THE SEAT
RUNS ON
FIGURE PUBLISHED
THE OPERATION
Claims Managed for a Fleet
Unity Claims, based in East Perth, Western Australia, manages claims in the accident repair industry for fleet and hire-car clients.
It came to VCA in 2017 to manage claims for an enterprise fleet client, and ran the platform as delivered at first. It worked, and the team suspected there was more in it.
In 2021 Unity's new IT director, Shane Hunter, took that question to VCA's Client Services team. Together they ran an ROI assessment on what configuring the platform for this one fleet would change.
One Client, at Enterprise Scale
A single fleet client sent enough claims that every minute on the routine multiplied into thousands of hours a year.
Customer Data, Checked by Hand
Each claim's customer details were validated by querying databases manually before the work could move on.
Workarounds Between Systems
Unity's other systems were not connected to VCA, and the team relied on workarounds to move work between them.
WHAT CHANGED
The routine got smaller
The assessment priced the extra minutes at roughly 18,000 hours a year. Unity took the business case to its senior leadership, who told the team to invest, and the upgraded system was running within a few months.
THE ARC OF THE STORY
- The ConditionThe platform as delivered, customer data validated by hand, and 35 minutes on every claim that the work did not need.
- The ChangeAn upgrade to VCA's Enterprise platform, configured for the fleet, with client data verification automated and the API connected to Unity's other systems.
- What It LeftA 10-minute claim, and then a driver app on a custom VCA API endpoint that starts the claim from the road.
Configure what the work needs, and add the rest when it needs it. How Implementation Works →
THE RESULT ON THE RECORD
What the Case Study Reports
A figure for every claim, and a return on the investment within one year of implementation, by the case study's account.
THE FIGURE
Unity Claims cut the time to process a claim from 45 minutes to 10 minutes.
From VCA's Unity Claims case study, under "Slashing a 45-Minute Process to 10 Minutes".
Once we saw the assessment, we knew we had to upgrade. It was shocking to see the cost of all the time we were wasting.
What Came Next: A Driver App
Unity built an app for fleet drivers to start a claim at the time of the incident, on a custom VCA API endpoint. The vehicle's make, model and VIN and the driver's details fill in on the claim.
How VCA Connects →INSIDE VCA CLAIMSCORE
What ClaimsCore Takes off the Desk
The case study does not list which of these Unity set up, so this page does not either. Each one is part of the platform on its own, configured to how a firm handles claims for its clients.
- Assignment by RuleClaims route by loss location, adjuster workload or client, and reminders and calendar entries are generated automatically.
- Stages and Rules the Firm DefinesRules trigger the routine messages and notes as a claim moves, with a live status monitor across every desk.
- Letters and Reports That Fill From the ClaimWord-based letters and reports fill from the claim, and email goes out through the firm's own mail server and is logged to it.
- Documents, Packaged OnceNotes, drag-and-drop and bulk upload, and combined PDF packaging, all timestamped on the claim.
- Time, Expense and Invoicing by ClientTime and expense are tracked against the claim by client, and invoices follow each client's fee schedule.
- Changed Without CodeFields, rules, workflows and templates change in a no-code admin console, so the routine stays the firm's own.
HOW THIS STORY IS PUBLISHED
Named, From the Case Study
Unity Claims is named on this page because VCA's published case study names it and quotes its IT director. The page uses the name for the work that case study covers and for nothing else.
The figure is the case study's own, in its measure, with nothing rounded or converted to a percentage.
WHAT THE SOURCE DOES NOT SAY
The case study gives no claim count, headcount or module list, so this page gives none. Which add-ons beyond ClaimsCore the firm runs is not on the public record.
Unity Claims Management, a US adjusting firm that renewed with VCA in 2026, is a separate company.
TAKE THIS STORY WITH YOU
The same story on two pages, ready to forward or print.
Questions About the Administrative Time in a Claim
What did Unity Claims need from a claims system?
Unity Claims, based in East Perth, Western Australia, manages claims in the accident repair industry for fleet and hire-car clients. A single fleet client sent enough claims that every minute on the routine multiplied into thousands of hours a year. Each claim's customer details were validated by querying databases manually before the work could move on, and Unity's other systems were not connected to VCA, so the team relied on workarounds to move work between them.
What does Unity Claims run on VCA?
Unity Claims runs VCA's Enterprise platform, configured for the fleet, with client data verification automated and the API connected to Unity's other systems. Unity built an app for fleet drivers to start a claim at the time of the incident, on a custom VCA API endpoint. The vehicle's make, model and VIN and the driver's details fill in on the claim.
What changed for Unity Claims after go-live?
Unity Claims cut the time to process a claim from 45 minutes to 10 minutes. The upgraded system was running within a few months, and the case study reports a return on the investment within one year of implementation.
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Two Very Different Claims Jobs, One Platform
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Bring us a claim where the promise was hard to keep
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