Case study
End-to-End Claims Management Automation
Fully automated journey for high-volume car finance claims, with real-time checks from multiple sources
My Car Loan Claims processes high-volume car finance claims
It runs the journey on Volume, from bringing claimants on board to handling lender correspondence, completing offer acceptance forms, collecting verified bank details and reconciling lender settlements through to the claimant being paid.
Customer
My Car Loan Claims Ltd, a UK law firm working with a large litigation funder
Industry
Claims Management
Platform
Blueprints
Outcome
100,000+ cases onboarded and validated within 6 months
The challenge
A high-volume claims process spread across too many systems
Onboarding relied on disconnected systems, manual processing and third-party providers. Further along the journey, lender correspondence, offer acceptance forms and claimant bank details all needed handling by hand, at the same volume
100,000+ customers to onboard in six months, across disconnected systems.
No real-time data validation, causing rework, errors and compliance risk.
Lender mail by email, portal and post, each item read and filed by hand.
Lender acceptance forms as locked PDFs, completed and signed by hand.
Claimant bank details needed, and verified, before settlements could be paid.
Lender settlements reconciled and claimants paid by hand.
What we built
Five Blueprints, one claims journey
Volume built each stage of the journey from a Blueprint, linked by Workflows, so every claim moves from sign-up to settlement on one platform with one record
1
Customer Onboarding
Claimants on board in a single automated flow.
Claimants go from sign-up to signed client in one journey, with criteria assessed in real time from multiple sources.
1
Claimants sign up
Claimants enter their details through a branded portal, and a record is created straight away.
2
Checked in real time
Third-party checks validate each claimant and assess their eligibility as they sign up.
3
Documents signed
Eligible claimants review and sign their documents without leaving the journey.
4
Kept informed
Claimants are updated at every step, and the firm sees the whole pipeline in one place.
2
Inbound Triage
Lender correspondence understood before anyone opens it.
Letters, emails and portal downloads from lenders arrive in one inbox, already classified, matched and extracted.
1
Correspondence arrives
Lender emails, PDFs downloaded from lender portals and letters received by post all arrive in the triage inbox.
2
Classified, matched and extracted
Each item is classified as an acknowledgement, a decision or a request for information, matched to the claim and claimant, and its key data extracted.
3
Reviewed and confirmed
A reviewer confirms the data, files the attachments as evidence and sets the follow-up actions.
4
Follow-ups run automatically
A request for information automatically contacts the claimant for what the lender needs.
3
Form Completion
Lender offer acceptance forms completed without printing or scanning.
When a claimant accepts an offer, the lender's own acceptance form is completed from the claim record, signed and returned.
1
Offer accepted
The claimant reviews the offer in their portal and accepts it with their signature.
2
Form filled from the record
The lender's PDF form is filled with the claimant's details, the agreement number, their signature and the acceptance date.
3
Checked and certified
A case handler checks the form, and a signature certificate is added as the lender requires.
4
Filed and returned
The completed form is saved as evidence against the claim and sent back to the lender.
4
Bank Details Collection
Verified bank details, ready before the settlement is.
Claimants are asked for their bank details ahead of settlement, and every account is verified before it's stored.
1
Claimants asked in advance
Configurable campaigns ask claimants whose settlements are on the way to add their bank details in the portal.
2
Account verified
Claimants connect through Open Banking or upload a statement, and a Confirmation of Payee check confirms the name matches the claim.
3
Mismatches reviewed
Any mismatch goes to a Triage review, where the team accepts or rejects the name returned.
5
Payment Reconciliation
Every settlement reconciled, every claimant paid.
Lender settlements are matched to the money expected, with exceptions reviewed in Triage, before claimants are invoiced and paid.
1
2
Payment reconciled
When the payment lands, the payment provider tells Volume, and a workflow matches it to the money expected.
3
Exceptions reviewed
Anything that doesn't reconcile goes to Triage, where the team confirms the right match.
4
Claimant invoiced and paid
An invoice is raised and sent to the claimant, the firm authorises the payment, and the claimant is paid to their verified account.
The results
Full control of the claims journey, from sign-up to settlement
Full ownership and control of the customer acquisition funnel.
Improved conversion rates and speed to revenue.
Real-time customer validation, strengthening compliance.
Lender mail processed fast and filed on the claim.
Offer forms completed and returned without printing.
Claimant bank details verified before settlements arrive.
Settlements reconciled and claimants paid, fully traceable.
100,000+ claimants onboarded within six months.
“Volume Technology has completely transformed our onboarding process. What was previously a slow, multi-step journey is now a seamless, end-to-end experience that allows customers to move through quickly and with confidence. We've significantly reduced friction, improved conversion rates, and gained full control over our acquisition funnel. The ability to validate customers in real time and adapt our processes as we scale has been a game changer for the business.”
Explore further
See the Blueprints behind this story
Each part of this journey started from a Blueprint
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