SELF‑INSURED · DOMESTIC MARKET
High-Volume Claims, Turned Into Actionable Data
A national transportation and logistics group self-handles its claims with a lean risk team. The team has shaped VCA around the way transportation claims move, and the payoff is claim data it can act on.
AT A GLANCE
THE CLIENT, NOT NAMED
A national transportation and logistics group, self-handled claims
THE SEAT
RUNS ON
FIGURE PUBLISHED
THE OPERATION
An Operator That Handles Its Own Claims
The company is a national, multi-carrier transportation group that has grown exponentially over the years. As it scaled and took on more risk itself, it chose to build a mature internal claims operation rather than hand the work to an outside administrator.
The company retains the first layer of risk and self-handles claims across its motor carrier operations: bodily injury, property damage, company physical damage, independent contractor physical damage, cargo, and subrogation. A risk team of roughly 13 adjusters, processors, and claims staff manages 400 to 500 claims a month.
VCA has been the platform underneath that operation for more than a decade, and the company recently renewed the partnership.
One Accident, Several Claims
A single accident can spin off a cargo loss, physical damage, property damage and a bodily injury claim, each with its own owner, timeline and resolution path.
Files That Could Not Close
With all of that in a single occurrence, a property damage or cargo claim could close while the bodily injury claim stayed open, so the file could not close.
Work That Went Uncounted
Adjusters did not get credit for the work they finished, and workload, closing ratios and claim-type trends were harder to read than they should have been.
WHAT CHANGED
Rebuilt Around How the Work Moves
Working closely with VCA, the team took on the lift of breaking those combined files apart so related activity is separated by claim type, following a hierarchy the team designed.
THE ARC OF THE STORY
- The ConditionRelated claims in a single occurrence, with multiple adjusters working the same file and only one claim type assigned to it.
- The ChangeFiles split by claim type, then custom fields the team led for transportation claims: demand details, medical damages, cause of loss, and whether the driver was cited at the scene.
- What It LeftWorkload, claim types, trends and closing ratios the team could see cleanly, and fields VCA rolled out across its wider client base afterward.
The platform configures around the way a client's claims actually move. It does not force the client to bend its operation to fit the software.
THE RESULT, IN THE TEAM'S WORDS
From Claim Files to Actionable Data
For this team, the value is less about any single claim file and more about what structured claim data makes possible across the business.
Actionable Data.
Monthly Claim Reviews
The team runs claim reviews with its adjusters straight from VCA, checking that diaries are set and files are moving, which is how it holds a busy operation accountable.
Why It Renewed
As the head of risk put it, VCA has been willing to make the changes that fit the business as it evolved, and that is a primary reason why they renewed.
INSIDE VCA CLAIMSCORE
What the Team Runs on the Claim
Three parts of the platform, configured around the way the team's claims actually move.
- Claims Split by TypeCombined files broken apart so related activity is separated by claim type, following a hierarchy the team designed.
- Exception ReportsException reports surface the files that need a human eye: a claim where a payment has been made but still shows open with a small reserve, or one with no new file note in too long.
- Data Out to DashboardsEverything the team puts into VCA comes back out. The data is fully exportable, and the team feeds more than a decade of claims history into dashboards of its own design.
HOW THIS STORY IS PUBLISHED
Described by Its Operation, Not Its Name
The company is not named on this page, and nothing here points to it. The story keeps what a risk leader needs to size it against their own operation: the claims model, the team, the volume and the claim lines.
The point is not that the software makes the decisions. Experienced leaders still bring the judgment. The data surfaces the right questions quickly, so that judgment gets spent where it matters.
THE OPERATION AT A GLANCE
Claims Model. Self-handled, with the first layer of risk retained.
Risk Team. Roughly 13 adjusters, processors and claims staff.
Volume. Roughly 400 to 500 claims a month, across six claim lines.
Relationship. More than a decade on VCA, recently renewed.
TAKE THIS STORY WITH YOU
The same story on two pages, ready to forward or print.
Questions About Self-Handled Claims Data
What did the risk team need from a claims system?
A single accident can spin off several claims, each with its own owner, timeline and resolution path. With all of that in a single occurrence, a property damage or cargo claim could close while the bodily injury claim stayed open, so the file could not close. Adjusters did not get credit for the work they finished, and workload, closing ratios and claim-type trends were harder to read than they should have been.
What does the team run on VCA?
Three parts of the platform, configured around the way the team's claims actually move. Combined files are broken apart so related activity is separated by claim type, following a hierarchy the team designed. Exception reports surface the files that need a human eye. The data is fully exportable, and the team feeds more than a decade of claims history into dashboards of its own design.
What changed after go-live?
The team can see workload, claim types, trends and closing ratios cleanly, and the fields this team led were later rolled out across VCA's wider client base. Asked for the single biggest value the platform delivers, the head of risk answered: “Actionable Data.”
MORE CASE STUDIES
More Operations on VCA
Self-Insured
The system worked. Nobody could fix it
A self-insured organization. A subrogation-heavy caseload on a homegrown claims system nobody was left to maintain.
Adjusting Firm
A horse is not a generic loss
A specialty adjusting firm. Livestock and animal insurance claims, worked for carriers directly.
TPA
From Field Adjusting to a Full-Service TPA
Peninsula Insurance Bureau (PIB). Third-party administration for carriers, syndicates and coverholders in the E&S market.
See if your claims operation fits the same model
If your risk team manages high volumes and multiple claim lines, and you want full ownership of your claim data, talk to VCA about how your operation maps.
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