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Q&A with Karla Ferguson

It’s been just over a year since HDVI started processing claims in-house, and we wanted to check in with Karla Ferguson, our VP of claims, to see how things have been going. Here is what Karla had to say about the advantages and positive outcomes for our fleet customers and agents since the transition:

Q: When did HDVI decide to bring claims in-house, and why?

In May 2023, we decided to transition the handling of all claims to an in-house team of experienced trucking claims professionals. We considered this move necessary because customer service is among HDVI’s top priorities, and we were committed to providing a more streamlined, efficient, and customer-centric claims experience.

Q: How have customers and agents benefited from this transition?

We have seen a significant improvement in overall customer satisfaction since bringing claims in-house. Speedier Turnaround time is the biggest advantage. Previously, there was a significant lag from when a claim was reported to its resolution. Now, claims are automatically assigned to an adjuster, and the customer is notified immediately. We make same-day contact with our customers, to make sure we understand what happened and can take the necessary steps to move the claim forward quickly.

Streamlining this process has enabled our adjusters to resolve physical damage claims in about 33 days. That’s down from 52 days, a 37% improvement. Faster turnaround minimizes downtime and lost revenue for our customers.

Our fleets appreciate having a dedicated HDVI representative who understands the nuances of the trucking industry throughout the life of their claim. Our deep industry experience allows us to clearly explain the claims process and provide timely answers to any questions they might have.

Q: Telematics is integral to HDVI products. How does your claims team use telematics when processing claims?

HDVI assesses relevant telematics information as soon as an incident occurs. Telematics information helps us get a clear picture of the incident and supports a timely and accurate claim resolution.

Telematics data helps HDVI provide precise accident assessments, establish fault, and quantify damages. This reduces the risk of fraudulent claims and ensures fair compensation, safeguarding both trucking companies and drivers.

Q: Why is this important for affected agents?

Happier fleets make happier agents. A key area of improvement our agents emphasized was the lack of response from our previous third-party administrators. Now, our dedicated HDVI adjusters ensure timely communication, returning voicemails the same day and proactively updating customers. Clear communication and expectations have reduced the number of follow-up calls because customers know more about the next steps and the timing of further contact.

Q: What should a fleet owner or driver remember if they get into an accident?

Following an accident, it’s important to collect as much information as possible at the scene, including the other driver’s details, vehicle information, and photos or videos of the accident.

However, the absolute most important thing will always be to notify us immediately. Timely reporting allows us to stay ahead in our investigations and resolve claims quickly. You can quickly and easily report a claim by calling us, visiting our website at hdvi.com, or sending on email to claims@hdvi.com.

When reporting a claim, provide your policy number, the date and location of the loss, and a detailed description of what happened. Our after-hours service alerts us immediately of a catastrophic event so we can deploy resources to the scene if necessary.

For more information, visit hdvi.com/claims/.