Driven Claims

Jackie Landry, VP of Strategic Partnerships and TPA Services

As the automotive aftermarket continues to evolve, Driven Brands remains at the forefront of innovation and service excellence. A key part of this evolution is Driven Claims, a centralized claims management solution designed to streamline the repair and insurance process for both customers and partners.

Driven Claims is rewriting the role of third-party administrators (TPA) in auto glass claims—not as processors of paperwork, but as true operational partners.

While some TPAs sit at a distance—bound by disconnected systems, rigid protocols and surface-level support—Driven Claims takes a different approach. Its cloud-based platform is designed to embed directly into an insurer’s ecosystem, mirroring internal processes, team structures and service-level expectations from day one. For the first time in over two decades, there is now a competitive solution.

But this isn’t traditional onboarding. It’s the activation of a fully embedded claims engine—with intelligent routing, real-time documentation and configurable workflows that give insurers full control while keeping policyholders informed and supported at every step. The result? A claims experience that’s faster, clearer and fundamentally more human. Not just in terms of speed or technology, but in restoring the trust, transparency and coordination that have long been missing from the process.

“That has been possible because we take the time to understand what each stakeholder needs—what the carrier expects, what the repair shop has to deliver and what the policyholder is going through in that moment. That’s how trust is built. That’s how relationships last,” says Jackie Landry, VP of strategic partnerships and TPA Services.

And that trust is reinforced by radical transparency. Every performance metric Driven Claims tracks is visible to the carrier in real time. Through a shared dashboard on the platform, insurers can instantly access Net Promoter Scores, customer sentiment, claim status and workflow performance—without waiting for static reports or chasing updates.

“At Driven Claims, we treat every relationship as a true partnership—listening, understanding and delivering on expectations. That’s what defines a superior customer experience,” says Justin May, senior manager of network and partnership operations.

For one carrier, that shift in visibility proved transformational. After years of flying blind under a legacy TPA with limited insight, the move to Driven Claims brought instant clarity. Operational blind spots disappeared. Decision-making sharpened. Service quality improved—and so did the relationship with policyholders.

“Our job starts where the script ends,” adds Landry.

“When policyholders pick up the phone, they’re often confused or stressed. That first call matters more than anyone thinks. We don’t give them canned apologies—we offer clarity, set expectations and restore a sense of calm with a real conversation.”

That instinct—to meet tension with transparency—has defined how Driven Claims responds under pressure. When a national carrier flagged an uptick in suspicious claims across high-risk regions, the stakes were clear: costs were rising, fraud was spreading and traditional reviews were too slow to keep up. Rather than clamp down with red tape, Driven Claims introduced a smarter safeguard—real-time photo validation. Before any claims moved forward, policyholders submitted photos of the damage. Within minutes, claim representatives had visual confirmation to assess the claim and move with confidence. It was a small change with an outsized impact. Fraud dropped. Payout accuracy improved. The carrier regained control while improving the policyholder experience.

Behind the scenes, Driven Claims continues to raise the bar. It works with a national network of vetted retail partners, ensuring services meet rigorous quality standards, without restricting policyholder choice. Meanwhile, invoices are reviewed in real time, scanned for irregularities in labor rates, parts pricing or vendor activity. Anything out of line gets flagged and addressed before it ever reaches the approval stage.

“Our goal is to deliver a smarter, more responsive platform that delivers exceptional service,” says Kyle Marshall, EVP and CCO. “Being named TPA of the Year is a reflection of our team’s dedication and the continued trust of Driven Brands.”

At the core of Driven Claims’ success is a team that knows this industry inside out. These professionals have spent years on both sides of the glass—managing claims, coordinating glass services and working directly with policyholders. It’s why the technology feels intuitive, the process feels considered and the outcomes reflect something more human. Because when expertise, transparency and empathy are built into the foundation, the result isn’t just a better claims system. It’s a better experience for everyone involved.

“For decades, Driven Brands has been a trusted partner to both clients and carriers across the insurance industry. Backed by our strong foundation and deep industry experience, we remain committed to delivering exceptional service and strengthening the relationships that have fueled our success. Our investment in Driven Claims reflects our strategy to grow these partnerships well into the future,” says Danny Rivera, CEO.

For insurers ready to leave behind the legacy mindset, Driven Claims is the way forward, where real partnership shows up in the work.