How J&J Global Fulfilment Reduced Time Spent On Claims By 120x

How do you manage courier claims across 37 carriers?

That was the question facing J&J Global Fulfilment, the award-winning global 3PL that ships on behalf of 400+ e-commerce brands from seven fulfilment centres across the UK, Europe, the US, Canada and Australia. Every one of those carriers has its own claims window, its own evidence requirements and its own portal - and every claim raised on a client's behalf has to be right first time - claims were being raised, but nobody could see the whole picture.

Most 3PLs can tell you how many parcels they shipped last month. Far fewer can tell you how much they recovered when those parcels went missing.

In short, J&J have gone from no visibility of claims performance to full visibility. Every claim and every credit now sits in one view, across all 37 carriers and every client they ship for. And raising those claims got faster in the process - what took five to ten minutes now takes seconds, 120x faster.

We spoke to Aaron Richmond, Carrier Manager at J&J Global Fulfilment, about what changed.

Hi Aaron. What did courier claims look like at J&J before Claimit?

At J&J Global Fulfilment, we work with over 37 carriers across seven fulfilment locations worldwide, with each carrier having its own claims process. Managing that manually was becoming increasingly complex and time-consuming, particularly as our client base and shipment volumes continued to grow.

We were looking for a solution that could standardise and simplify the claims process across our entire carrier network. Claimit stood out because it brought all of those different carrier requirements into one intuitive platform, removing complexity whilst still ensuring we remained compliant with each carrier's individual claims process.

What's changed operationally - can you point to any time or cost savings?

The operational improvements have been significant. Previously, submitting a single claim could take anywhere between five and ten minutes depending on the carrier, the documentation required and where the claim needed to be submitted.

With Claimit, that process has been reduced to seconds in many cases. The automation and centralised workflow have dramatically improved efficiency, allowing our team to process far more claims in the same amount of time whilst maintaining consistency and accuracy.

As our business continues to grow rapidly, Claimit has allowed us to scale our operation without placing additional pressure on our Client Services or Carrier Management team.

Ten minutes to seconds: the 120x maths

A ten-minute manual claim is 600 seconds of work - validating the shipment, finding the right carrier requirements, gathering evidence, logging into the portal, submitting, then coming back to chase it. Compressing that into around five seconds inside a single platform is a 120x speed-up per claim. At 3PL volumes, that's the difference between claims being a dedicated job and claims being a background process.

You manage shipments for hundreds of businesses. Has Claimit changed the experience you can offer them?

Absolutely. Because our internal processes are much more efficient, we're able to respond to our clients faster and manage claims far more proactively.

Rather than spending valuable time navigating different carrier portals and processes, our team can focus on resolving issues and supporting our clients. That ultimately leads to quicker resolutions, better communication and an improved overall customer experience - whilst providing the Carrier Management team visibility on the type of claims being raised and giving valuable insight into the issues our clients are experiencing with our carriers.

What stands out as making the biggest difference?

The biggest difference is having every carrier claims process brought together into a single platform. Instead of remembering dozens of different carrier requirements and workflows, everything is managed in one place. That consistency has simplified training, reduced the risk of human error and made the entire claims process much easier to manage at scale.

Would you recommend Claimit to other 3PLs?

Without hesitation. Any 3PL managing multiple carrier relationships understands how challenging claims administration can become as volumes increase. Claimit removes that complexity, delivers significant efficiency gains and enables businesses to scale without continually adding operational resources. For us, it's become an integral part of how we manage carrier claims, and it's helped future-proof our operation as we continue to grow.

The results

• 120x faster to raise a claim - from five to ten minutes of manual work down to seconds
• Full Visibility- more valid claims submitted correctly, inside the window, means more of them paid
• 37 carriers in one platform - one process, one training path, seven fulfilment centres

The two numbers reinforce each other. Speed alone just clears a backlog faster; speed plus accuracy means claims that would previously have been abandoned, submitted late or rejected on a technicality now convert into credits.

Why courier claims are harder for 3PLs

A single-brand retailer might use two or three carriers. A global 3PL like J&J uses 37 - and the complexity doesn't scale linearly, it compounds.

Every carrier is a different rulebook. Claim windows range from a few days to several months. Some carriers demand proof of value, some demand photographic evidence of damage, some reject anything submitted outside a narrow window. Miss one detail and a valid claim becomes a write-off.

The knowledge sits in people's heads. When carrier requirements live in individual team members' memories, every new hire is a training project and every absence is a risk. As Aaron notes, consolidating those workflows into one platform simplified training and reduced the risk of human error.

Volume turns minutes into headcount. Five to ten minutes per claim is manageable at ten claims a week. At thousands of claims a month across seven sites, it's a full-time function - one that grows every time you win a client.

Claims are also a data source. Because claims are logged consistently, J&J's Carrier Management team now has visibility of which carriers are generating which failure types. That turns a cost-recovery process into courier performance intelligence they can take into carrier negotiations.

What automated multi-carrier claims looks like in practice

Claimit's AI agents handle the parts of a claim that make it slow and error-prone:

• Validation - checking the shipment is genuinely claimable against that specific carrier's terms before anything is submitted
• Evidence assembly - pulling the documentation each carrier requires for each issue type, automatically
• Submission - raising the claim in the right place, in the right format, inside the window
• Tracking and challenge - chasing outcomes and pushing back on rejections with supporting evidence

For a 3PL, the effect compounds: consistency across every site, one process to train, and no additional headcount required as volumes grow.