Strala | Delivering Optimal Claims Outcomes

Increasing Speed And Cost Efficiency For A Publicly Listed Auto Company

Industry:

Automotive

Scale:

National, US

Results

67% improvement in cost efficiency

4.5x faster cycle time

75% resolved on the first contact with no human touch

70% of first contacts end with a booked repair appointment

Our client, with over $3.1 billion in annual revenue, is one of the key partners to the US Automotive Insurance Ecosystem. Operating across over 30 states, they service a massive ecosystem of over 110 insurance carriers, fleet managers, and self-insured organizations, including 52 insurance entities. To manage the high-volume operational demands of this network, they leverage their claims unit dedicated to claims excellence.

The Challenge

Increasing Speed Meant Sacrificing Cost Efficiency

In our client’s line of business, speed is the primary driver of customer satisfaction, which means that reducing cycle time drives meaningful business results. At their scale, growth in claims volume meant equal growth in overhead, compressing margins. They came to Strala facing three key challenges:

Scale not driving efficiencies or savings

As claims volume grew, the operational overhead required to manually process unstructured inputs grew linearly. While claims could be managed, margins were compressed.

Scale not driving efficiencies or savings

Manual intake created a lag between the first notice of loss (FNOL) and the start of repairs. This lack of visibility meant no actions could be taken to further optimize speed, which was a key business driver.

Language accessibility adding cost

A significant portion of their customer base communicates primarily in Spanish. Recruiting, training, and retaining Spanish-speaking agents added operational complexity.

The Solution

Automate Manual FNOL Intake and Processing

Our client already had a strong in-house claims team and process. To extend their capacity, Strala deployed a system that runs the whole claim end to end. Around 70 to 75% of claims are resolved with no human touch. This does three things at once: it speeds up resolution, allows human adjusters to spend more time handling complex claims, and makes it easier for them to flexibly scale up and down as volume changes.

Optimized existing workflows with seamless automation integration

To unlock scale, our client’s systems needed to be automated where possible. Strala’s agents were deployed directly into existing workflows with minimal disruption to the team. This required no infrastructure overhaul and did not meaningfully increase the load on their internal engineering capacity.
 

Voice integration with the numbers customers already call: Strala’s agents answer on the company’s existing lines. This provides a consistent brand experience and ensures that all internal workflows run smoothly with no disruption.

Notes written directly into the existing system: The vendor network and all coverage rules and scheduling stayed in their systems. Nothing needed to be migrated or shared between systems, keeping engineering effort near zero.

Deployed autonomous claims processing to increase speed-to-close

Automated intake could handle the heavy lifting of data ingestion, validating coverage against complex carrier guidelines, and advancing the claim to resolution significantly faster than manual solutions. Our client’s human experts could then be looped in only as needed for high-value decision making.

Identity and coverage verified inside the call: The agent identifies the caller, matches them to the right policy or fleet accounts, and validates coverage against carrier-specific guidelines automatically and in seconds, all while the customer is still on the line (not hours later).
From damage assessment to booked appointment in minutes: While the customer is on the call, the agent triages repair vs. replacement, prices the job by glass type and damage profile when the customer is self-paying, selects the vendor with the optimal combination of proximity and availability, books the appointment, and creates the claim all before they hang up.

Scalable language accessibility solution

Our FNOL intake was developed in English and Spanish. Since this was set up to reduce adjuster load in general, it follows that the language accessibility feature reduced the burden on existing Spanish-speaking adjusters as well as the need for ongoing recruiting and training efforts, unlocking more operational efficiency.

The full workflow is in Spanish: Rather than simply leveraging a translated greeting, Spanish speaking callers get the same experience from identification to claim creation with no transfer queue, callback, or reduced scope.
Near-infinite scale capacity: Because the agent switches language at the start of the call, Spanish-language volume no longer depends on staffing, which removes the recruiting and training overhead that were previously barriers to scale.

Results

Key Operational Metric Improvement With More Cost Efficiency

Speed sits at the core of our client’s success. Strala delivered against this need by addressing operational scale and efficiency. Now approaching one year of production, the partnership has yielded a fundamental shift in operational metrics for the auto glass division.

4.5x acceleration in cycle time

The time from intake to actionable resolution significantly reduced downtime for fleet customers, a key customer satisfaction metric.

67% improvement in cost efficiency

Offloading manual processing to Strala’s AI agents reduced claim processing costs, driving financial performance alongside speed.

Improved responsiveness during surges

With 70–75% of calls resolved with no human intervention, our client can easily scale up or down to handle volume changes without the lag time of recruiting or training temporary staff.

Unlocked growth in key markets

With AI agents capable of seamlessly handling multilingual claims, they can now serve previously underserved customer demographics with less operational burden.