For years, fleets have settled for adequate insurance, but 2025 is set to be a turning point. According to Nirvana’s 2025 Claims Experience Report, an overwhelming 88% of fleet operators say the insurance claims process must significantly improve, signaling a major shift in the industry. With the average fleet filing nearly one claim per month, operators know that each claim has the potential to make or break their business.
The hidden costs of a poor claims experience
The consequences of a poor claims process go far beyond slow resolutions or basic frustrations; they can be devastating. According to the report, a subpar claims experience causes widespread operational disruptions that impact a business long after an incident has occurred. Just one claim can severely affect a fleet already operating on slim margins. This can include increased premiums, significant operational delays, reputational damage, and higher driver turnover.
To make matters worse, claims that remain open create unplanned downtime, leading to substantial financial strain. On average, unplanned downtime can costs fleets upwards of $760 per vehicle per day¹.
It’s no wonder that 80% of fleet operators report experiencing severe disruptions and heightened concerns across multiple operations due to unresolved claims.
Fleets recognize that partnering with insurance providers that offer superior claims handling provides an unmatched competitive advantage. With so much at stake, it should come as no surprise that 25% of fleet operators have already switched insurance providers specifically because of poor claims experiences.
Claims excellence is the new competitive advantage
The good news? Change is underway. Our Claims Experience Report highlights how claims handling is more important than ever, with superior claims handling now the top differentiator for fleets when choosing an insurance provider.
With claims excellence, fleets gain immediate and tangible benefits when a claim arises, including:
- Greater transparency: Within minutes of reporting a claim, fleets can trust that their case is in motion with clear and transparent communication throughout the process.
- Clarity on coverage: Immediate insight into what’s covered allows fleets to make critical decisions and reduce downtime.
- Personalized support: Direct contact with knowledgeable claims adjusters who prioritize fast resolutions while keeping the fleet’s best interests in mind.
- Faster payments: Swift resolutions ensure fleets receive their claims payments as quickly as possible.
By embracing claims excellence, fleets not only minimize operational disruptions but also gain a significant competitive edge: reduced downtime, quicker resolutions, and enhanced operational agility.
Fleets with superior claims handling are better positioned to strengthen their business and stay ahead of the competition, while those relying on outdated processes risk falling behind with every incident.
Fleets are in the driver's seat
The findings in Nirvana’s 2025 Claims Experience Report make one thing clear: the claims experience imperative isn’t a distant trend. It’s already here.
Fleets face a critical decision when choosing an insurance provider, and selecting the right one can set their business up for long-term success. Fleet operators must carefully vet providers to ensure they offer a claims experience that aligns with their business needs and supports them every step of the way.
By partnering with a provider that delivers claims excellence, fleets can unlock measurable operational advantages and transform challenges into opportunities for growth.
Want to learn more? Read the full 2025 Claims Experience Report and explore how claims handling is transforming the fleet insurance industry.
1 FleetMaintenance, “The true cost of vehicle downtime”
For years, fleets have settled for adequate insurance, but 2025 is set to be a turning point. According to Nirvana’s 2025 Claims Experience Report, an overwhelming 88% of fleet operators say the insurance claims process must significantly improve, signaling a major shift in the industry. With the average fleet filing nearly one claim per month, operators know that each claim has the potential to make or break their business.
The hidden costs of a poor claims experience
The consequences of a poor claims process go far beyond slow resolutions or basic frustrations; they can be devastating. According to the report, a subpar claims experience causes widespread operational disruptions that impact a business long after an incident has occurred. Just one claim can severely affect a fleet already operating on slim margins. This can include increased premiums, significant operational delays, reputational damage, and higher driver turnover.
To make matters worse, claims that remain open create unplanned downtime, leading to substantial financial strain. On average, unplanned downtime can costs fleets upwards of $760 per vehicle per day¹.
It’s no wonder that 80% of fleet operators report experiencing severe disruptions and heightened concerns across multiple operations due to unresolved claims.
Fleets recognize that partnering with insurance providers that offer superior claims handling provides an unmatched competitive advantage. With so much at stake, it should come as no surprise that 25% of fleet operators have already switched insurance providers specifically because of poor claims experiences.
Claims excellence is the new competitive advantage
The good news? Change is underway. Our Claims Experience Report highlights how claims handling is more important than ever, with superior claims handling now the top differentiator for fleets when choosing an insurance provider.
With claims excellence, fleets gain immediate and tangible benefits when a claim arises, including:
- Greater transparency: Within minutes of reporting a claim, fleets can trust that their case is in motion with clear and transparent communication throughout the process.
- Clarity on coverage: Immediate insight into what’s covered allows fleets to make critical decisions and reduce downtime.
- Personalized support: Direct contact with knowledgeable claims adjusters who prioritize fast resolutions while keeping the fleet’s best interests in mind.
- Faster payments: Swift resolutions ensure fleets receive their claims payments as quickly as possible.
By embracing claims excellence, fleets not only minimize operational disruptions but also gain a significant competitive edge: reduced downtime, quicker resolutions, and enhanced operational agility.
Fleets with superior claims handling are better positioned to strengthen their business and stay ahead of the competition, while those relying on outdated processes risk falling behind with every incident.
Fleets are in the driver's seat
The findings in Nirvana’s 2025 Claims Experience Report make one thing clear: the claims experience imperative isn’t a distant trend. It’s already here.
Fleets face a critical decision when choosing an insurance provider, and selecting the right one can set their business up for long-term success. Fleet operators must carefully vet providers to ensure they offer a claims experience that aligns with their business needs and supports them every step of the way.
By partnering with a provider that delivers claims excellence, fleets can unlock measurable operational advantages and transform challenges into opportunities for growth.
Want to learn more? Read the full 2025 Claims Experience Report and explore how claims handling is transforming the fleet insurance industry.
1 FleetMaintenance, “The true cost of vehicle downtime”
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