If you want your claim paid faster, utilize the Customer Portal.
Martin Rose
Director of Claims Operations at Sym-Tech
Meet Sym-Tech
Industry:
Automotive F&I Protection Products Provider
Location:
Canada (serving dealers across North America)
Year Founded:
1974
Founded by retail automotive experts, Sym-Tech helps dealers and OEMS maximize every opportunity by transforming F&I performance and elevating the customer experience. For over 50 years, and as part of the Amynta Group, Sym-Tech has supported 1,200+ dealers with integrated products, training, and technology.
Challenge
Sym-Tech managed GAP claims entirely through email, leading to excessive back-and-forth, incomplete documentation, limited visibility, and slow turnaround times. As volumes grew, adjusters spent more time managing inboxes than resolving claims, creating inefficiencies that strained operations and impacted service levels.
Solution
Sym-Tech implemented the PCRS Customer Portal to standardize GAP claims submission and documentation. Guided workflows, centralized communication, and real-time status tracking replaced fragmented email threads—improving submission accuracy, reducing friction, and enabling faster, more consistent claim processing.
Results
Sym-Tech reduced follow-up emails by up to 60%, accelerated documentation cycles by 40%, and shortened claim resolution by up to two weeks. Improved accuracy and visibility allow the team to process higher claim volumes while delivering faster service without adding staff.
Inside the Win
Guided Submissions, Fewer Errors
Before the portal, most GAP claims began with an email request followed by multiple rounds of clarification to gather the required paperwork. Adjusters often spent days—sometimes weeks—going back and forth with customers and dealers to obtain missing documents or correct misunderstandings.
PCRS introduced a guided submission experience that walks users step-by-step through the claim process. Clear instructions, visual cues, and contextual explanations help customers understand what documentation is required before submitting.
This approach significantly improved first-pass completeness and reduced the number of corrections needed later in the process.
“Those that understand it are able to get us most of the documents we need within one or two tries.”
A Portal Users Actually Adopt
Previously, claims were initiated and managed through individual email threads. This made it difficult for customers and dealers to know what was required or what stage the claim was in.
The PCRS Customer Portal provides a centralized place to upload documents, review requirements, and monitor claim progress. By replacing scattered inbox communication with a structured process, Sym-Tech dramatically reduced the amount of coordination required between adjusters, dealers, and customers.
“There’s much less email back and forth.”
Simplified Documentation Management
When documentation was exchanged through email, claim files were often spread across multiple message chains, making it harder for adjusters to maintain consistency and quickly review submissions.
The portal consolidates documentation and claim activity into one structured environment, giving teams a single place to manage the process. Adjusters now receive more complete submissions earlier, allowing them to move claims forward faster and spend less time tracking down information.
“Everything was handled through email… we would correspond back and forth.”
Built for How Customers Actually Work
GAP claims are often filed during stressful total-loss situations, and documentation requirements can be confusing—particularly for customers whose first language is not English.
The portal’s guided steps, visual cues, and explanations help users better understand what is needed before they submit their claim. By slowing users down in a productive way, the system helps ensure requirements are met the first time.
“The portal slows them down in a good way. They have to take a minute to understand what we’re looking for.”
Faster Turnaround, Better Performance
The improvements to the submission process had an immediate operational impact.
Sym-Tech reduced the number of emails per claim from roughly 10 messages to just 2–3, while saving approximately 1.5 hours of manual work per claim that was previously spent on follow-ups and clarification.
With documentation arriving earlier and more complete, claims now move through the process significantly faster—sometimes up to two weeks quicker than before. Customers now report turnaround times that compare favorably with traditional insurance claims.
The new workflow also allows the team to support growing claim volumes without increasing operational headcount.
“The turnaround with the portal is much quicker.”
There’s less email back and forth, and the turnaround is much quicker.
Paul Zappia
Senior Claims Analyst at Sym-Tech