Van Kam Achieves Industry-Leading Claims Ratio of 0.39%

A low claims ratio is critical to keeping our customers happy. That’s why we constantly refine our processes to ensure the best outcomes. We’re excited to announce that our claims ratio is just 0.39%, significantly lower than the industry average of 0.50%. This success comes from the hard work and attention to detail our team puts into every shipment. Amarta Chowdhury, our Claims Manager, shares how we’ve achieved this and what it means for our customers.

It’s a Team Effort

When it comes to our low claims ratio, Amarta is quick to give credit where it’s due. “A magician never reveals his secrets,” he jokes. “I may handle the paperwork, but the real credit goes to our dock workers, drivers, and operations teams. They’re the ones making sure everything runs smoothly. Without their dedication, we wouldn’t be able to maintain such a low claims ratio,” he adds.

Though he downplays his role, it’s clear that the dedication of every team member is what truly makes the difference. Each person plays a crucial part, from the warehouse floor to the drivers on the road and the staff in the office. This collective effort has allowed us to achieve and maintain this important milestone.

The Role of Technology and Process

A key factor in our success is how we’ve harnessed technology and refined our processes to stay ahead of claims. When Amarta took on the role, he saw an opportunity to enhance our existing systems. “We already had solid foundations, but we knew there was room to improve,” he explains. “With the support of our software development team support, we introduced new tools that not only strengthened our processes but also helped us identify areas for continuous improvement,” he continues.

For Van Kam, claims management is not just about maintaining a low ratio but also about constantly evolving. “It’s always a game of continuous improvement, and how you play it decides whether you exist or vanish from this ever-changing, volatile market,” Amarta says. This approach allows us to stay responsive and proactive, ensuring that our processes remain strong and we continue delivering reliable service to our customers.

Caring About the Customer

What makes Van Kam’s approach to claims management different? According to Amarta, it all comes down to how we CARE for our customers. “We genuinely care, and our processes reflect that,” Amarta says. “Van Kam is built around a customer-first approach, focusing on reducing risks and finding solutions that work for both our customers and our company,” he continues.

Our focus isn’t just on resolving the current issue, but also on ensuring it doesn’t happen again. “When customers reach out with concerns, it’s important that they feel heard,” Amarta explains. “Our goal is to address the problem and take steps to prevent it from happening in the future,” he adds.

Tackling Claims, One at a Time

When it comes to handling claims, Amarta doesn’t focus on the numbers. “This is a tough one because I don’t have control over the numbers,” he admits. “I try to focus on one claim at a time and how to provide the best resolution for the one I am working on. The rest takes care of itself,” he explains further. By prioritizing quality over quantity, Amarta ensures that each claim is handled with the care and attention it deserves. It’s about providing the best possible service, one claim at a time.

A Commitment to Excellence

With teamwork, technology, and a customer-first mindset, we’re building a process that keeps our claims ratio below the industry average, helping our customers achieve more by ensuring their shipments arrive safely and on time. Our journey is one of continuous improvement, and every step we take is with our customers in mind. We’re proud of our achievements and excited about what’s to come.

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