Claims management companies
You are judged on the file, not on the effort.
Less vehicle logistics than an accident management operation, more liability, correspondence and settlement — and a regulatory environment where what you recorded matters as much as what you did.
Your operation
The work is correspondence and position. A claim arrives, liability has to be established, a third-party insurer has to be engaged, and somewhere in the middle a settlement figure has to be agreed and justified. The vehicle side, where there is one, is somebody else’s problem.
What makes it difficult is that the position moves. The insurer admits, then qualifies. A witness appears. The split changes from 100% to 60/40 after a conversation nobody minuted, and three documents that were already produced now say the wrong thing.
And you are FCA-regulated, so “we handled it properly” has to be demonstrable from the file rather than remembered by the handler.
Where it costs you
Liability is a status, not a position
Most systems record fault as an enum. They cannot tell you whether it rests on an admission from the third party's insurer or on your own assessment — which is the difference between a recoverable claim and a hope.
A split does not reach the money
The 60/40 is agreed, noted, and then the invoice goes out at 100% because the charge calculation never heard about it.
The audit trail says what changed, not from what
Which is useless in the one conversation where it matters. 'Value updated' does not answer a complaint; 'changed from £8,400 to £6,900 by whom, when' does.
Consent was obtained and cannot be evidenced
You showed a privacy notice at intake. Proving which version, on which date, is a different problem — and it is the one the regulator asks about.
Claims go quiet
A file waiting on a third-party insurer looks identical to a file waiting on nobody, and the difference is only visible once it is too late to chase.
What changes
Liability is a decision with a basis and a source
Admitted, denied, disputed, agreed, court-determined or assumed — and whether that comes from the third party's insurer, your client's, a solicitor or your own assessment. 'Assumed' is the honest default, and it looks different from an admission on the screen.
A split flows into the invoice
Apportionment reaches the charge engine, so 60/40 produces a 60/40 invoice and a 60/40 pack without anybody recalculating anything.
The audit log holds before and after
Every recorded change carries the old value, the new value, who made it and from where. Viewable in the product, not exported on request.
The privacy notice is part of the record
What was shown to the claimant, and when, is stored with their submission. A notice nobody can prove was displayed is not a notice.
Silence raises work by itself
Rules you write chase what has gone quiet on the timing you set, so a file waiting on somebody else does not become a file waiting on nobody.
How automation works →What a firm like yours actually runs
Core — everything above — liability, documents, e-signature, correspondence, invoicing, the audit log and GDPR tooling are all Core.
- Finance Pro — if settlement money and aged debt need to sit against the claim rather than in the accounts package.
- Portals — if claimant status calls are a meaningful share of your inbound.
- Analytics Pro — if somebody needs to report on where claims stall.
A claims management company that does not run vehicles needs neither Credit Hire Pro nor Fleet Pro, and we will say so in the first conversation rather than in the proposal.
See it against one of your real claims.
Thirty minutes, no slides. Bring a live file and we will run it through the system end to end.