On the surface, it seems fair.  If the courier caused the problem, they should handle the claim.

For many retailers, that feels like accountability. If you let them know when it’s gone wrong maybe they will work harder to fix it. But in reality, it’s a system designed by to protect the courier, not the customer.

Couriers are marking their own homework.

When couriers handle claims directly, they’re both the defendant and the judge.

They decide whether a claim qualifies, how much is paid, and how that data is reported back to you. And when their KPIs depend on keeping claims and loss ratios low, the incentive is clear: deny, delay, or downgrade wherever possible.

That’s not accountability or building resilience; that’s a conflict of interest.

The illusion of performance

On paper, it might look like your courier is improving.
Claims are down. Payouts are quicker. Loss rates look lower.

But often, that’s because:

• Their decision trees are designed to reject or cap claims early
  
  

• Eligibility rules shift subtly, excluding more incidents over time
  
  

• Definitions of “lost” or “damaged” vary depending on what helps the metric look better
  
  

The result?
Data that flatters performance, hides systemic issues, and keeps retailers in the dark.

It’s not that couriers are lying. It’s that they’re optimising for their own numbers, not yours.

The hidden cost of biased data

When the same organisation causes, investigates, and judges a problem, you lose visibility and leverage.

You can’t tell:

• Which routes, couriers, or postcodes are really underperforming
  
  

• Whether claims are being fairly assessed
  
  

• How much loss is quietly being written off
  
  

Without neutral, reliable data, your team is left making assumptions, not decisions.

And that’s where profit leaks, through unclaimed compensation, unverified invoices, and misplaced trust.

True accountability requires neutrality

Real accountability doesn’t come from letting couriers self-assess.

It comes from independent verification. From a partner whose only goal is accuracy and fairness.

That’s where regulated insurance changes the game.

At Anansi, we’re not a courier, and we’re not paid to protect courier metrics.

We’re a neutral infrastructure layer, combining:

• Regulated cover that ensures fair, compliant payouts
  
  

• Automated claims that remove manual bias
  
  

• Data insight that reveals what’s really happening across your delivery network
  
  

When every shipment is insured through a neutral, regulated process, you finally get a clear picture of risk and performance, not the version that suits someone’s quarterly report.

Neutral doesn’t mean distant. It means fair.

We’re not here to blame couriers; we’re here to balance the system.
Because resilience isn’t about punishment, it’s about truth.

When you see the data clearly, you can manage partners fairly.
And when you remove bias from the claims process, you unlock trust, efficiency, and control.

In short:

Letting couriers manage claims doesn’t make your last mile more resilient; it makes them judge and jury on their own crimes.

Anansi brings neutrality back into the process, ensuring every loss, claim, and payout is handled with regulated fairness and data-backed truth.

That’s what true resilience looks like. And resilience is the strength that underpins growth.