13 Aug Optimizing Property Damage Recovery for QSRs and Convenience Stores with Fleet Response’s Customized Solutions

Quick-Service Restaurants (QSRs) and Convenience Stores face unique challenges due to their high-traffic environments. They serve millions of customers and receive countless vendor deliveries, which can result in damage to their physical properties—whether it’s menu boards, overhangs, landscaping, or interior equipment like freezers and counters.

For both QSRs and convenience stores, these damages represent a significant and often overlooked business problem. Self-insured businesses in these industries frequently struggle to report damages promptly and recover associated costs, leading to substantial financial losses. With a large number of sites and high-volume traffic, the risk is elevated, and effective solutions are scarce.

Fleet Response has recognized these challenges and developed a tailored approach to help businesses in both QSR and convenience store sectors recover losses from property damages. This case study details how we collaborated with one of the nation’s leading QSRs to create a custom “fixed property subrogation” program—and how this approach can benefit convenience stores as well.

Addressing the Pain Points

Our client, a prominent QSR chain, expressed the need to focus on their core business operations without getting entangled in the complexities of pursuing insurance claims or customers. With a culture centered on honor, dignity, and respect, they sought a subrogation partner that aligned with their values.

They faced specific challenges, such as:
-Timely and clear damage reporting: A straightforward method for reporting fixed property damages in the field was needed.
-Centralized documentation: A structured process to gather and store documentation was essential.
-Dedicated partner:  They needed a partner committed to reporting and following up on damage claims efficiently.

Without these systems, the client often failed to recover the costs of property damage. They also wanted to ensure that their staff maintained a focus on customer service, rather than chasing after customers for contact information and insurance details.

Fleet Response’s Three Keys to Success

Effective subrogation hinges on three critical factors:
1. Timely loss information: The sooner the loss is reported with details on who, how, when, and where, the better the chances of recovering costs.
2. Robust internal processes: Implementing a checklist for collecting necessary information—such as photos, estimates, or invoices—before a customer or vendor leaves the site strengthens the case.
3. Communication: Training restaurant employees to understand the importance of collecting this information is vital.

Initially, our QSR client lacked a systemized process for damage reporting, leaving them with no centralized data on losses or their causes. Delays in obtaining repair costs further complicated recovery efforts.

Customized Web Portal & VISIBILITY Platform

Fleet Response introduced a custom-built web portal tailored for both QSRs and convenience stores, allowing location-level access for store managers, district coordinators, as well as franchise owners. This portal simplifies the damage reporting process, prompting users to fill out essential information fields and submit documentation like photos and repair estimates. All claims are then accessible through the Fleet Response VISIBILITY dashboard, providing a centralized platform to monitor the status of claims in real time.

The portal has streamlined reporting, making it more structured and efficient compared to previous methods, like free-form emails. Even with minimal information, such as a license plate number, our subrogation team can initiate the recovery process immediately.

Proven Results in the QSR Sector

Our QSR client operates nearly 3,000 locations across the U.S. We launched a pilot program in their Southwest region, the busiest and most loss-prone area. In the first year, 196 claims were reported, each averaging around $10,000 in demand. With nearly $2 million in active claims, the client quickly realized the scale of their damages.

Fleet Response has closed and collected on 81 claims so far, achieving a 98% recovery rate. This success highlights the importance of a formal program in place and reveals valuable data that can inform better business decisions.

Unlocking the Power of Data

Beyond recovering costs, the Fleet Response solution provides invaluable data insights. This information helps QSRs and convenience stores identify trends in the frequency and severity of damages, leading to strategic changes, such as adjusting the design of awnings or reevaluating vendor partnerships.

Building Trust and Respecting the Culture

Our partnership with the QSR involved close collaboration, with dedicated Fleet Response representatives conducting on-site training and offering continuous support. This hands-on approach built trust and ensured that our solution aligned with the client’s culture and operational needs.

Ready to Serve QSRs and Convenience Stores Nationwide

With a proven track record, Fleet Response is prepared to extend our customized property damage reporting and subrogation programs to other large QSRs and convenience stores across the country. Our approach minimizes downtime, recovers losses, and provides actionable data to drive business improvements.

Discover how our solutions can benefit your business by reducing risks and optimizing recovery processes. Let us handle your property damage recovery, and experience the difference in efficiency and effectiveness today.