The Client
Bellhop is a national leader in the moving industry, having disrupted a legacy sector by merging a tech-enabled platform with a high-touch service model. Operating across more than 60 cities, Bellhop manages a ecosystem of moves, positioning itself as the modern, reliable alternative to traditional van lines. Claims sit right on the trust line – they’re where a good move can still turn into a bad memory.
The Challenge
In the moving and logistics space, high-volume operations often lead to a high frequency of "nuisance" claims - minor damages or missing items that, while low in dollar value, require significant manual effort to verify and drive customer perception.
High-Volume "Nuisance" Claims: In the moving and logistics space, operations frequently encounter "nuisance" claims – minor damages or missing items. While low in dollar value, these require significant manual effort to verify and are critical for driving customer perception.
The Scalability Trap: Traditional claims handling relies on human adjusters to manually cross-reference the content, calculate depreciation, and verify limits. As volume grows, the administrative cost of processing a claim can quickly exceed the value of the claim itself.
The Verification Bottleneck: Slight disagreements regarding item value creates a dilemma: it is operationally unprofitable for a human adjuster to spend hours collecting the necessary evidence (such as market comparisons or receipts) to dispute a minor value discrepancy. Without an autonomous way to accurately collect and present this evidence, carriers are forced to overpay simply to close files, as the cost of verification outweighs the potential savings.
The Solution
Strala runs the small-claim loop end-to-end: item valuation, depreciation, coverage checks, evidence follow-ups, and payout – usually within minutes. The agents serve as an autonomous operational layer that takes full responsibility for the adjudication lifecycle
Algorithmic Payout Accuracy
To ensure every payout is defensible and compliant, Strala’s engine runs every exposure through an adjudication matrix:Real-Time Comparable Research: The AI establishes replacement values for items by conducting live market research, even when no receipt is provided.
Standardized Depreciation Logic: The system applies precise, non-subjective depreciation to calculate Actual Cash Value (ACV) with 100% consistency.
Weight-Based Liability: For basic coverage claims, the AI calculates liability based on item weight with zero human intervention.
Multi-Modal Vision-to-Value Processing
Strala’s platform utilizes multi-modal AI to ingest unstructured data - photos, videos, receipts, and descriptions - simultaneously to accommodate every claimant.Visual Evidence Synthesis: The AI analyzes damage photos to verify descriptions and identify item types instantly - massively reducing the need for simple human effort.
Inventory Reconciliation: Every exposure is cross-referenced against the move inventory to confirm the item was declared, effectively eliminating indemnity leakage.
The 14-Point Liability Shield
Every claim is automatically evaluated against 14 distinct liability categories. This ensures that exclusions - such as items of "Extraordinary Value" or pre-existing conditions - are identified at the edge, protecting Bellhop's bottom line while ensuring policy compliance.
Results
The partnership has yielded a fundamental shift in how Bellhop manages risk and customer satisfaction:
Real-Time Resolution: Strala has reduced the time from "First Notice" to "Closed Claim" from days to minutes. This "Instant Resolution" capability has fundamentally elevated customer NPS, turning a stressful moment into a brand-defining experience.
Optimized Claims Payouts: By leveraging Strala’s "Reason for Decision" engine, Bellhop ensures every cent paid out is mathematically justified. The AI’s ability to establish replacement values and apply consistent depreciation prevents overpayment while ensuring fair settlements for every customer. Cutting the human error from the equation.
Infinite Operational Elasticity: Capacity is now decoupled from headcount. The Strala platform provides Bellhop with the ability to handle 10x volume surges - such as during peak moving season - without hiring more adjusters or increasing operational overhead.
Full Data Visibility: Every claim includes a comprehensive, AI-generated "Audit Trail." This provides total transparency for internal stakeholders and carrier partners, logging every step of the decision-making process - from multi-modal item identification to the final liability assessment.
Conclusion: A Proven Model for Scalable Logistics
The collaboration between Bellhop and Strala represents the next generation of claims excellence. By combining Bellhop’s industry-leading service model with Strala’s elite engineering pedigree, the partnership has proven that autonomous claims are the definitive engine for scalable, tech-enabled logistics.
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