Anansi - Delivery, reinforced.

The claims process is costing you thousands a month.

How does the claims process work?

Once a parcel leaves a depot, if a delivery goes wrong (lost, damaged, delayed, or mis-billed) a claim will need to be raised. This process generally falls into three departments:

Logistics will raise claims with couriers and chase the outcomes
Finance will check the invoices, rate cards, surcharges, and credits
Customer service will refund or replace orders to protect the customer relationship

This often disconnected internal process is compounded by a courier-led system that has been built in a way that makes recovery really hard - especially when it’s at scale.

How does the claims process work?

Once a parcel leaves a depot, if a delivery goes wrong (lost, damaged, delayed, or mis-billed) a claim will need to be raised. This process generally falls into three departments:

Logistics will raise claims with couriers and chase the outcomes
Finance will check the invoices, rate cards, surcharges, and credits
Customer service will refund or replace orders to protect the customer relationship

This often disconnected internal process is compounded by a courier-led system that has been built in a way that makes recovery really hard - especially when it’s at scale.

What’s the risk to your business?

Risk 1: Unrecoverable costs

Each courier will operate different claim windows (sometimes as short as 14 days), evidence requirements and dispute rules. 85% of claims get missed, abandoned, or just written off because the admin cost outweighs the payout.

Risk 2: Unpredictable outcomes

The courier decides whether to accept a claim on their service failure. It means outcomes are inconsistent, slow, and skewed against the retailer.

Risk 3: Under compensation that hits to your margins

The courier’s compensation is often capped below full retail value, responses take weeks or months and payouts frequently come as credits, not cash. So even if you refund the customer quickly, your margin and cash flow will take the hit.

Risk 4: Money lost to manual errors

Large courier invoices are sent as PDFs that teams can only spot-check at best. Under the volume of information it means errors, missed SLA credits, and surcharges slip through. These small discrepancies stack up month after month and compound to much bigger problems.

Risk 5: Admin drains morale and productivity

Each claim can take 30–90 minutes when you include evidence gathering, form-filling, and follow-ups. It means teams are spending more time firefighting than fixing root causes and preventing repeat failures.

How are we fixing it?

Invoice automation alone won’t fix this. That’s why we bring together insurance, claims automation and data to provide true risk resilience.

Regulated insurance, not courier compensation

With Anansi you will have a 98% claims success rate (versus ~15% industry standard) meaning your recovery becomes consistent, your finances more stable and your NTS score high.

Coverage designed for retail operations
Cash payouts on a predictable cycle (weekly/monthly), not credits
Cover up to full retail value (where policy terms allow), across a large courier network

End-to-end automation

We reduce hours of work to minutes by 60-90% so teams don’t drown in spreadsheets.

Standardised claim creation and evidence capture
Automated invoice reconciliation against agreed terms
Less chasing, fewer missed deadlines, faster resolution

Neutral data

Manage your courier relationships better by understanding where, when and why things are going wrong.

Independent visibility across couriers, claims, invoice accuracy, and performance
Clear patterns that will show repeat failure points, recurring surcharges, SLA underperformance

How are we fixing it?

Invoice automation alone won’t fix this. That’s why we bring together insurance, claims automation and data to provide true risk resilience.

Regulated insurance, not courier compensation

With Anansi you will have a 98% claims success rate (versus ~15% industry standard) meaning your recovery becomes consistent, your finances more stable and your NTS score high.

Coverage designed for retail operations
Cash payouts on a predictable cycle (weekly/monthly), not credits
Cover up to full retail value (where policy terms allow), across a large courier network

End-to-end automation

We reduce hours of work to minutes by 60-90% so teams don’t drown in spreadsheets.

Standardised claim creation and evidence capture
Automated invoice reconciliation against agreed terms
Less chasing, fewer missed deadlines, faster resolution

Neutral data

Manage your courier relationships better by understanding where, when and why things are going wrong.

Independent visibility across couriers, claims, invoice accuracy, and performance
Clear patterns that will show repeat failure points, recurring surcharges, SLA underperformance

See where your claims process is failing

The first step to resilience is visibility.

Take our 2 minute quiz to see what your delivery risk level is and how it can be improved. Or if you'd prefer to discuss your specific situation with our team:

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