Case study
PSD Underwear resolves claims in 16 minutes, down from over 3 hours
Shoppers file on claims.psd.com and hear back from PSD. Order Protection’s AI agent now resolves half of all claims.
16 min
median shipping-claim resolution since mid-September, down from 3.2 hours
51%
of resolved claims closed by AI, last 90 days
35%
of claims resolved with no human touch, last 90 days
5,300+
claims in the last 12 months
The challenge
PSD’s customers expect the same polish after delivery as before it. Shipping claims waited in line, and the median claim took more than three hours to resolve.
What they turned on
A branded claim portal on claims.psd.com and Order Protection’s AI-first claim queue, guided by PSD’s SOPs.
When a claim needs PSD’s team, it moves to On Hold and the question comes to them in Slack or by email.
Results
The median time to resolve a shipping claim fell from 3.2 hours before the AI took over PSD’s queue in August 2026 to 16 minutes after, and it was still 16 minutes for claims filed from mid-September to October 20.
In the last 90 days, AI resolved 51% of PSD’s claims, and 35% needed no person at all.
Measured from Order Protection claim data, October 2026.
“Things are going smoothly! We appreciate you all. Thank you for ensuring our customers are taken care of.”
PSD Underwear
Customer Experience team
Send us a month of claim volume, and we’ll show you what it looks like resolved.
