Getting to Know - Strala

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Who is Strala and How Do They Work in the Self-Storage Industry?

Strala is a third-party administration company that utilizes artificial intelligence, specifically focused on the insurance sector. This includes areas such as tenant protection insurance and property insurance for storage units. We operate in two main areas: the property program, which functions similarly to standard property, homeowners, or commercial insurance, and claims administration for these policies.

When a property experiences damage—such as from a fire, flood, or hailstorm we assist in managing the claims process. Several companies specialize in insurance for self-storage facilities, such as Storable, and help manage the insurance aspect. We focus on effectively overseeing the claims process.

From Damage Discovery to Claim Submission—Right from the Storage Unit

If a tenant opens their storage unit and finds it has sustained damage from infestation, flood, or another unforeseen circumstance, we simplify the claims process using AI technology alongside the insurance they purchased from the property when they rented the unit. They can easily report the issue by using their phone. As they walk through the storage unit, they can record a video that scans the items inside. This technology assesses the situation and starts estimating the costs right away.

Faster, More Accurate Claims Without Hunting for Receipts

Our service streamlines the claims process for storage unit renters, making it more seamless and accurate while ensuring quick settlements. The main goal is to expedite the process. In traditional claims handling, you typically have to send in photos and receipts, and they often perform some online searches. However, how many people keep receipts for items they've had in storage for ten years? Those items are in storage because you likely don’t have receipts for them.

We automatically identify stored items. We provide storage insurance companies with a comprehensive and quick estimate, and customers can easily add items or edit descriptions directly from their phones. Tenants can practically stand at your storage unit, submit a claim, and manage everything right there. Instead of returning home to take pictures and upload them—and spending time on a lengthy process—they can quickly start settling their claim with one click in our app.

From Settlement Approval to Payment—Sometimes in Hours

We offer various payment options for the tenant, including Venmo, Cash App, paper checks, e-checks, and ACH transfers.

For example, if they had ten items damaged in a water incident, they would upload photos or details of those items. After reviewing and agreeing with the description, we would find comparable items online and compile a list for them. This process typically takes place on the same day, often within an hour.

Once they review and agree to the settlement, we’ll ask how they would like to be paid. If they choose Cash App and provide us with their details, they could potentially have money in your pocket by the end of the day.

Keeping Operators, Managers, Carriers, and Customers Informed

At the end of the process, we identify and notify the insurance company. We also reach out to the manager and the property owner. This occurs almost immediately once a claim is submitted. This initial notification is known as the "first notice of loss" or FNOL.

When Strala receives this notice, it includes essential details such as the storage unit information, the customer’s name, and what has been claimed. We keep everyone involved informed throughout the process.

For certain insurance companies, we have authority limits of up to $10,000. If a claim exceeds that amount, the company is alerted and must review the claim before settling. However, most storage unit claims are typically below this threshold. As a result, we can settle about 90% of claims within a few hours of filing. Communication remains open, ensuring everyone is aware of the claim's status.

A “Tracker” Approach to Claims

After submitting your photos, you’ll receive updates on your phone. The process goes like this: First, your files are under review. Once the review is complete, you'll receive a copy of your estimate for your approval. If you agree with the settlement amount, simply click "Yes, I agree." Then, a prompt will appear asking how you would like to be paid. You can enter your payment information, and if you choose Cash App, Venmo, or ACH, the money will be deposited into your bank account almost immediately.

Using Technology to Help Identify and Prevent Claims Fraud

When someone files a claim, such as when they're standing outside and dealing with their situation, it’s common to encounter a response from the manager who, after receiving the alert, might say, “Nothing happened in that unit. I don’t know what they’re trying to pull. That damage was probably there before the item was stored.” In that scenario, once the First Notice of Loss (FNOL) comes in, everyone is notified. It’s then up to the manager to verify the situation as part of our checklist process. Sometimes this causes delays, as we need to keep reminding the manager to sign off on the claim.

We verify everything during the claims process, and we even conduct ISO checks to see whether the tenant has filed similar claims in the past. Fraud happens, but we excel at identifying it. It’s one of Strala’s strengths!

Why Claims Were the Right Place for AI

Claims have long been a frustrating part of insurance, as filing a claim is often cumbersome. Strala’s team aimed to streamline this process, making it more accurate and customer-friendly by using AI to improve claims handling and achieve better outcomes. This initiative isn’t just about saving insurance companies money; it’s also about ensuring customers receive timely, effective assistance.

From First Notice of Loss Through Final Settlement

Strala covers all 50 states and manages everything from FNOL (First Notice of Loss) through to claims adjudication and settlement. We also handle subrogation for the insurance carrier. For example, if a flood is caused by a municipality, we will pursue that municipality to recover funds on behalf of the insurance carrier.

The Goal: Get the Customer Taken Care of First

AI is transforming the way claims are managed, but the true opportunity lies not in replacing people, but in creating a faster, simpler, and more transparent experience for everyone involved. For self-storage operators, managers, carriers, and tenants, this means fewer delays, improved communication, and a clearer path from loss to resolution. Ultimately, technology is most valuable when it enables people to get answers quickly, recover sooner, and move forward with confidence.