Strala | Delivering Optimal Claims Outcomes

Delivering 4x Faster Cycle Time and 22% Lower Severity for a General Liability MGA

Client:

Foxquilt

Industry:

General Liability, Professional Liability

Scale:

North America (U.S. and Canada)

Results

4x faster cycle time

22% lower severity

Same-day data access

About

Foxquilt

Foxquilt is a leading North American Insurance Technology company focused on providing small business insurance through a seamless, embedded distribution model. Foxquilt develops, underwrites, and distributes a complete line of its own commercial insurance products in the United States and Canada. As an early adopter of AI in customer interactions, Foxquilt’s customer base now expects every part of the experience, including claims, to keep pace with the AI-first purchasing and servicing promise.

The Challenge

The Challenge: A Digital Purchase Journey That Ended in an Analog Claims Experience

Foxquilt built its business on making commercial insurance easy to buy, with products embedded directly into the platforms its small business customers and enterprise partners already use. Claims ran on a different clock. Under a traditional TPA, each file moved through manual handoffs and long waits between steps, and Foxquilt had little visibility into what was happening across its own book. Three problems followed.

Cycle time disconnected from severity

Claims were taking an average of 128 days to close even though average payout was low. The severity level should have supported a fast, simple resolution, but a traditional claims experience struggled to keep up.

Fraud and vendor-driven losses going undetected

Without transparent, real-time data, Foxquilt had no way to spot negative patterns, such a single vendor tied to a disproportionate share of claims. This risk went unaddressed because their TPA's systems couldn't surface it.

Slow response times and lack of transparency damaged partner trust

Enterprise partners were increasingly vocal about slow response times and limited visibility into where a claim stood, which impacted their ability to provide speedy customer resolution after a loss occurred at a jobsite.

The Solution

The Solution: Quality Data and a Customer-First Claims Journey

Foxquilt seriously evaluated four vendors, both traditional and AI-native TPAs. They chose Strala for the collaborative process, as they found the other options to be more prescriptive and rigid. Strala administers Foxquilt’s claims under a TPA agreement and completed security due diligence before go-live. Strala runs Foxquilt’s claims as a service on its own platform. Automation handles the routine work and the waiting, while adjusters focus on the decisions that require focused judgment. The result is faster cycle time and better data, the latter of which drives improvements in fraud detection and stakeholder management.

A tailored claims journey brought cycle time in line with severity

Low severity claims should close quickly. Strala automated the majority of administrative work so that each adjuster could move roughly twice as many claims forward in a day. Claims now resolve in about a quarter of the previous time, and Foxquilt gets richer and more complete data sooner.

Files ready on day one: When a claim comes in, the platform summarizes the documents and adds the insured and other parties to the file automatically, even when the claimant isn’t yet known. Adjusters skip data entry and start working the claim immediately.
Coverage checks in minutes: An AI coverage review compares the loss against the policy and shows the exact policy wording behind each finding. The adjuster always makes the decision, and a typical review takes 2–3 minutes instead of 15–20.
Automatic, asynchronous communication: Acknowledgements and first-contact requests go out automatically by phone, email, and text as soon as the claim is set up. Strala’s voice agent takes statements when the claimant is available and adds them to the file for the adjuster to review. Follow-ups happen on a set schedule.
Carrier oversight built in: Automation speeds up the routine work, but coverage and liability decisions stay with adjusters. Oversight is configurable based on the expectations of Foxquilt. Claim type, size, or status can be configured to provide the expected template, data, and updates every time, perfectly.
Custom built, not out-of-the-box: Strala and Foxquilt shape the journey together, and continue to iterate on refinements. When a new workflow or automation is needed, Strala configures it in its claims platform and has it live within days.

Proactive detection tightened fraud controls

Since adjusters spend less time on administrative tasks, they have more time to look across Foxquilt’s book and individual claims. That combination of people and platform data surfaced a pattern the previous TPA had never flagged.

A hidden pattern flagged on the book: A Strala adjuster noticed that a single company, listed as an additional insured, was tied to an outsized share of Foxquilt’s claim volume.
Underwriting could act on it: Strala raised the finding with Foxquilt directly. Foxquilt’s team could act quickly to address this trend instead of discovering a pattern on a trailing basis.

Automated edge case detection

The clearest shift for Foxquilt’s team has been around data. Under the prior TPA, a data request could take a couple of weeks to fulfill, if the data was available at all.

Same-day answers to new questions: When Foxquilt needs a new view of its claims data, Strala’s team pulls it and sends it back, often the same day. Before, this took weeks, if available at all.
Faster responses and more transparency for partners: That visibility has meant faster underwriting responses and more transparency for enterprise partners, in both underwriting decisions and day-to-day vendor and stakeholder management.

“Strala has exceeded my expectations. They want to work collaboratively to ensure the claims experience Foxquilt wants is delivered. They care about what we’re building and want to contribute in making it happen. That’s not common and is the reason we continue to expand our relationship with Strala.”

Nick Goodfellow, VP Insurance Operations, Foxquilt

Results

Results: Less Leakage and Claims That Shape Decisions Across the Business

For MGAs, performance is an existential-level requirement. Less than a year from go-live, Strala has reset what Foxquilt's claims process can do.

~4x faster cycle time

Claims now resolve in a quarter of the time, closing the long-standing gap between Foxquilt's low claim severity and its previously long cycle time.

22% lower severity

Faster, better-informed claims handling has reduced what Foxquilt pays out per claim, improving margins alongside speed.

Data that drives decisions beyond claims

Same-day access to claims data now informs faster underwriting responses and proactive risk management, including flagging patterns, like a single vendor tied to an outsized share of claims.

Carrier confidence

Claims is where the rubber meets the road. Technology is important, but the people and expertise are what provide Foxquilt the confidence that claims are being handled effectively and according to the policy terms.