The Challenge

Damage claims were causing significant issues for a North American automotive manufacturer. Carriers were often unwilling to pay claims filed incorrectly, which meant legitimate claims were sometimes rejected. This led to financial losses and growing frustration with the process.

Weekly meetings were held with carriers, the manufacturer, and the Unipart Reverse Logistics and Transport teams to review claims, examine damage photos, and understand how some claims had been misclassified. From these discussions, it became clear that standards needed to be defined so the team could handle claims consistently.