Case Study: James River Insurance Company achieves 100x claims quality improvement with ReSource Pro

As Claims Spiked, James River Improved Quality by 100x in 60 Days

James River Insurance Company, an A.M. Best A-rated excess and surplus lines carrier, faced a sudden surge in commercial auto claims that increased 100x by month three. As claim volumes and manual payment activity spiked, the company struggled to keep up with hiring, maintain service levels, and preserve accuracy in investigations, accounting, and reconciliation. To address the strain, James River turned to ReSource Pro and its Business Process Management services.

ReSource Pro stepped in to handle claims setup, manual payments, quality assurance, and claims auditing, giving adjusters more time to focus on investigations. Within 60 days, ReSource Pro cut the claims processing error rate from 3% to 0.03%—a 100x improvement—while reducing processing time by 40 hours per month, or 4%. The partnership helped James River scale efficiently, meet SLAs, improve reporting and reserving, and avoid burnout in its internal team.

James River Insurance Company

Courtenay Warren

Senior Vice President - Claims