Strala | Delivering Optimal Claims Outcomes

Scaling Claims Resolution For a National Moving Company

Client:

Bellhop

Industry:

Cargo and logistics

Scale:

National, US

Results

$137K in annualized coverage-indemnity savings

<2 minute resolution

10x capacity with no additional overhead

About

Bellhop

Bellhop is a modern tech-enabled moving company and a national leader in the industry. Their platform connects customers with high-touch moving experiences, from local moves to long distance, across over 60 cities nationwide. Claims are an essential part of their promise to “treat their customers’ stuff like it’s their life.”

The Challenge

Manual nuisance claims handling produced strain at scale

High-volume operations were leading to a high frequency of minor damages or missing items that, while low in dollar value, required significant manual effort to verify. This was causing backup and slowdown. We identified three root issues:

Variable volume

Moving times have seasons. The more moves, the more claims. The variability meant Bellhop needed a way to respond without having to adjust an in-house team up and down.

High manual labor

Traditional claims management requires adjusters to manually cross-reference, calculate, and verify payouts. The administrative cost of processing a claim can quickly exceed the value of the claim itself, particularly at small dollar values.

Verification and exclusion limitations

Slight disagreements regarding item value can make it operationally unprofitable for an adjuster to spend hours collecting evidence to dispute a minor value discrepancy. Similarly, policy exclusions become difficult to handle manually at scale. As a result, overpaying is often a requirement to close a file.

The Solution

Automate Manual Intake, Value Assessment, and Payout Calculations

Strala automated item valuation, depreciation, coverage checks, evidence follow-ups, and payout, so that resolution could be reached within minutes. With human adjusters only responsible for edge cases and sign off, small claims can be closed more efficiently in terms of timeline and costs, and high volume seasons can be absorbed more easily.

Applied valuation and payout algorithm to limit overpayment and errors

To ensure every payout is defensible and compliant, Strala’s engine runs every exposure through an adjudication matrix. It includes:
 

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, not approximations.

Reduced manual verification with automatic intake processing

Strala’s platform leverages a proprietary AI model to ingest unstructured data (photos, videos, receipts, and descriptions) at scale and accommodate every claimant.

Visual evidence synthesis: The AI analyzes damage photos to verify descriptions and identify item types instantly, massively reducing the need for human effort.
Inventory reconciliation: Every exposure is cross-referenced against the move inventory to confirm the item was declared, effectively eliminating indemnity leakage.

Scalable language accessibility solution

Liability mapping for edge cases: The claimed item is checked against 24 distinct liability categories. This ensures that items of “extraordinary value” and pre-existing conditions are identified, which protects the bottom line.
Jurisdiction matching: We have 36 distinct jurisdictional rule sets that include packing data, hourly labor, and distance. Complexity limits human adjuster ability to apply these consistently, especially during high volume seasons.
Structural damage assessment: The technology assists damage assessment heavily by pre-identifying damage against 23 set categories with reference photos, speeding up review time.

“By integrating Strala, we have decoupled our claims capacity from our headcount. We moved from subjective adjustments to mathematical certainty. Strala’s engine gives us a defensible 'reason for decision' on every payout, eliminating the guesswork in depreciation and liability while settling claims in a fraction of the time.”

Bellhop manager

Results

A brand-defining experience with more flexibility, less overhead, and reliable data

The impact of better claims handling goes beyond optimal payouts and a scaled process. Because claims are handled quickly and fairly, customers have better experiences with Bellhop, fulfilling their promise to make moving hassle-free. Plus, Strala’s real-time data dashboard provides them with an audit trail and a reliable source of truth.

Less customer friction with near-instant resolution

Strala has reduced the claims closure cycle from days to minutes. This capability has elevated customer NPS, turning a stressful moment into a brand-defining experience.

Optimized claims payouts

Strala's algorithm ensures every cent Bellhop pays 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. With coverage adjudication alone, it avoids $137K in indemnity on an annualized basis by identifying non-covered exposures before payout.

Flexible capacity decoupled from headcount

The Strala platform provides Bellhop with the ability to handle 10x volume surges, such as during peak moving season, without the need to hire more adjusters.

Full data visibility

Every claim includes a comprehensive audit trail that provides total transparency for internal stakeholders and carrier partners. It logs every step of the decision-making process, from multi-modal item identification to the final liability assessment.