Management Report · Operations
Claims & LOC Pipeline
Where every active car-finance claim sits today — what's been sent to lenders, what's stuck, and exactly why. A drill-down from the whole book down to the individual blocker.
Executive Summary
The book at a glance
A telescoping view of all 3,608 active claims (1,562 clients). Each tier is a subset of the one above — the 1,424 paused sit inside the 1,552 live backlog, which sits inside the 1,656 not-sent.
↓ of the not-sent →
1,952 — LOC sent to lender
1,656 — not yet sent
1,424 — Paused, needs input
128
closed 104 · other-live 128 | inside the 1,424 paused:
854 had a ZippCar-era LOA → re-sign & re-send as RYC
140 good sig, other docs
415 never had LOA, stuck on sig
15 other
1
The backlog is a signature-quality problem, not a sending problem. 57% of clients have a sub-par signature; the LOC automation correctly refuses to submit them.
2
The unsent pile is mostly recoverable groundwork: 854 paused claims already had a ZippCar-era LOA and just need a re-sign + an RYC re-send, and the recent spike traces to one bulk backfill (slide 4).
The Book · Theme 1
Claims created, month by month
3,608 active claims by creation month. The September launch cohort (970) and the November push (677) are the two big waves. Note: LOCs only began going to banks on 8 Dec 2025 — Sep–Nov claims waited for the engine to switch on, then were worked through.
LOC sentNot yet sentBar height = total claims created that month
Drill-Down · The 7 May Backfill
Why 7 May spiked: re-running stuck credit reports
A large group of clients who signed up Sep 2025 – Feb 2026 never got a claim, because their credit report couldn't run — the Valid8 credit-check balance had run out (a balance outage). Once the balance was topped up, that backlog of reports ran in bulk on 7 May and finally generated their claims — but these clients had never supplied a usable signature, so the LOC correctly couldn't go out.
81
Salvaged zero-claim clients
135 claims generated (≥1 each)
119
Of those, not sent
66 clients · 100% had a credit report just run
96% blocked on signature — 66 bad + 48 missing, only 5 good. All self-signup. Outstanding: 62 need a new signature, 28 photo-ID, 7 proof-of-address. Fix = chase these 66 known clients.
These are old clients — when they joined
The Book · Theme 2
LOC sent vs. not sent — and what "not sent" really means
1,952 / 3,608 · 54%
Sent to lender
1,656 · 46%
Not yet sent
Is "not sent" honest? Yes. Of all 1,656, only 1 ever had a lender LOA email go out — every ZippCar-era send sits in the sent bucket, not here. So nothing is mis-parked.
Where the 1,656 comes from
Live backlog (1,552)Closed / dead (104)
The Book · Theme 3
Brand cutover: ZippCar → Reclaim Your Car
No LOCs went to banks before December 2025. From Dec–Feb the lender letters were a mix of legacy ZippCar, a transitional template, and RYC; from March 2026 the brand is 100% RYC. Share of each month's lender LOA emails:
ZippCarTransitional (both)RYCNo LOC sent yet
Reconciling the 132: those monthly ZippCar counts (89 / 88 / 88…) are email rows — the same claim got chased several months running. Collapsed to distinct claims it's 88 ZippCar + 44 transitional = 132 claims flagged for an RYC re-run (all from the early Sep–Oct cohort).
Where Claims Sit · Theme 4
Live status distribution
Two states dominate: 1,665 LOC Sent & chasing and 1,424 Paused — needs input. Everything else is a long tail under 140.
Drill-Down · The Paused Pile
"Paused — needs input": what's really going on
1,424 paused claims / 659 clients. "Paused" doesn't mean untouched — most had groundwork done under the old brand and now need re-issuing as RYC. Splitting by "was an LOA generated earlier?" × "is the signature usable now?":
Bad / missing signature
Good signature now
LOA generated earlier (ZippCar-era)
854
Groundwork done → re-sign + re-send as RYC
140
Done & signed → blocked on other docs
No LOA ever generated
415
Never sent → stuck on signature
15
Never sent → other blocker
Your read is confirmed: 70% (994) had an LOA generated earlier and 85% of the whole pile has a bad/missing signature. The dominant action is "chase a fresh signature, then re-send under RYC." Only ~155 are good on signature and waiting on other documents.
Drill-Down · Signatures
Signature quality across all clients
The classifier scores every client's signature. Only 43% are "drawn-valid"; the largest non-good group is typed-clipped (a typed name, not a drawn signature) — these need a re-sign to support a clean LOC.
1,112 of 1,946 clients (57%) have a sub-par current signature — the root cause feeding the paused pile and the unsent backlog. Progress so far: 146 typed signatures reclassified as valid + 462 of 875 re-sign requests already fulfilled.
Drill-Down · "After 7 April it should just work"
It does — except one bulk-backfill day
Zooming out from the 7 May backfill (slide 4): of 543 claims created since 7 Apr, 301 (55%) sent, 242 not. Day-by-day, the engine sends ~95–100% on every normal day — that single 7 May bar is the only break in the pattern.
Sent same flowNot sent7 May backfilleach bar = one day, height = claims created
Strip out the 7 May backfill and the post-7-April send rate is ~93%. The automation is working as intended — it just won't submit a claim with no usable signature.
Drill-Down · The Couldn't-Send Cohort
Sales-assist vs. self-signup
Splitting the 242 recent (post-7-Apr) unsent claims by how the client came in shows two separate, fixable streams. Note sales-assist onboarding only began ~mid-April, so its numbers are young.
155
Self-signup, unsent
Dominated by the 7 May backfill (119). Fix = re-sign request + document portal.
87
Sales-assist, unsent
Agent set them up but the client never finished signing. Fix = chase the signing link.
Across the whole book, 52 claims sit in Sales-Assist: pending signature — clients an agent onboarded who still haven't signed.
Drill-Down · Clients, Not Claims
The client-level view
Counting people, not claims, reframes the workload. 1,946 active clients:
384
No active claim
signed up but no live car-finance claim — re-engagement pool
782
Waiting on input
own ≥1 pending claim (659 own a paused one)
1,159
Open doc requirement
at least one unsatisfied requirement
40
No credit search yet
just 2% — needs DOB / address first
Open document requirements, by type (1,159 clients)
So What Do We Do
The highest-yield moves
A
Re-send the 854. Paused claims that already have an LOA and just need a fresh signature → re-sign request, then re-send under RYC. The biggest single unlock.
B
Clear the 7 May backfill. 66 known self-signup clients (81 on the salvage list) whose claims fired but who need a signature / KYC doc — a warm, finite list.
C
Close the ~155 "good-sig, other-docs" claims. Signature is fine — route the missing document through the portal.
D
Re-run the 132 ZippCar LOAs as RYC, and chase the 87 sales-assist clients (onboarded since mid-April) who never finished signing.
Bottom line: the pipeline isn't leaking at the lender end — 1,952 claims are out and chasing. The work is concentrated upstream in getting clean signatures and last documents from clients, and it's almost entirely a known, listed, addressable population.