Frasers Group on Claims AI Automation | Claimit
Frasers Group is one of the UK's largest and most recognised retail powerhouses, home to iconic brands such as Sports Direct, FLANNELS, FRASERS and Jack Wills. With a sprawling e-commerce operation fulfilling thousands of orders daily, managing courier claims had become a significant — yet often overlooked — operational challenge.
The Problem: A Hidden Operational Bottleneck
As Frasers Group's e-commerce arm grew rapidly, so did the volume of courier-related issues. Thousands of claims were being generated every month, spread across multiple carriers and disparate systems. The process was almost entirely manual: customer service agents had to validate shipments, gather evidence, submit claims through individual carrier portals, and then follow up on outcomes - all while managing their core responsibilities.
The result was predictable but costly. Success rates remained stubbornly low and claims that should have been won were being rejected due to incomplete submissions and missed deadlines due to sheer volume.
The Solution: Intelligent, End-to-End Claims Automation
Claimit worked closely with Frasers Group to design a solution that would streamline the entire claims workflow from start to finish. Rather than bolting on yet another tool, Claimit integrated directly with Frasers Group's existing CRM and order management system, creating a seamless experience for agents.
With this integration in place, Claimit began handling the heavy lifting: automatically validating shipment data, raising claims with the correct carrier, tracking claim progress, and, crucially - challenging rejected claims with the right evidence. All of this from a single click within the team's existing ticketing system, removing the need to switch between platforms or manually compile claim documentation.
The Results: Transformative Impact
The impact was immediate and measurable:
- 57% improvement in claims success rate — more claims approved, more revenue recovered
- 76% increase in claims submission volume — valid claims that were previously missed are now being captured automatically
- Over 70% reduction in time spent on claims — freeing the customer service team to focus on what matters most: their customers
As David Clark, Chief Customer Officer at Frasers Group, noted: "Claimit began validating, raising, tracking and challenging claims on our behalf — drastically reducing time spent and ensuring every valid claim was submitted with more accuracy."
The Bigger Picture
For enterprise retailers like Frasers Group, courier claims represent a significant area of recoverable cost that often goes unaddressed. The complexity of managing multiple carriers, high claim volumes, and manual processes means that without the right technology, money is left on the table every single day.
By partnering with Claimit, Frasers Group turned a hidden operational bottleneck into a streamlined, AI-powered process - setting a new standard for how enterprise retailers should think about logistics cost recovery.
