Transforming workers' compensation claim management in high-risk parcel delivery geography

The challenge

Howlett Logistics, an Amazon Delivery Service Partner (DSP) in the demanding Pittsburgh, Pennsylvania, region, needed a new way to manage its workers' compensation claims. Before moving from Ohio and its monopolistic state fund, Howlett learned an expensive lesson about how a rolled ankle can morph into a major claim. In Pittsburgh, Howlett wanted a partner and advocate that would help it actively control its workers’ compensation costs.

The solution

With Kinetic as Howlett’s workers’ compensation partner, Howlett helps injured workers return to work quickly, spots claims that need closer management early, and prevents injuries through consistent loss control programs.

The results

By placing its workers’ compensation with Kinetic, Howlett gained claims intelligence, including a formal, technology-guided return-to-work (RRTW) program, and loss control services. In its first policy year:

• 100% deployment of structured return-to-work program
• Near-zero indemnity costs, just $373 across 21 claims
• Behavioral and safety transformation with daily safety briefings, shoe program, and ergonomics coaching built into station routines
• Strong leadership buy in with a dividend program their management team could aim for.

"People really do get hurt, and it's really no fault of their own. That's why we want to have protection for them."

Stacy Howlett

Owner, HOWLETT LOGISTICS

Hills, bridges, and 12,000 packages a day

Pittsburgh is one of the hardest regions in Amazon’s delivery network. Howlett’s drivers work steep hills, narrow roads, one-way streets, bridges, and cliffside homes, and the station moves up to 12,000 packages a day.

“One house has 25 steps that you have to take a 50-pound bag of dog food up,” says Stacy Howlett, owner of Howlett Logistics.

The pace, combined with the geographical challenges, can make injuries feel inevitable. What matters is what happens after one

Howlett learned that the hard way. When Stacy first opened in Ohio, where the state fund is the only option for workers’ compensation, a driver rolled an ankle within the first two weeks. The injury escalated to complex regional pain syndrome, and the driver never worked again. The claim still affects Howlett’s experience modifier (ex-mod) today.

Light duty was another area Howlett wanted to strengthen. Injured workers could do some work in the station, and later at a charity where Stacy served on the board, but Howlett wanted a formal, repeatable process.

An employer-centric partnership driven by technology and a dedicated team

Howlett moved its workers’ compensation to Kinetic for an active, tech-managed program. Kinetic formalized return to work, put a responsive claims team within reach, and backed Howlett’s own injury prevention programs.

Light-duty with structure behind it

Kinetic formalized Howlett’s return-to-work process. Howlett’s HR manager uses the Kinetic Dashboard to issue formal offer letters, assign safety training, and track each employee’s progress back to full duty.

Howlett also runs helper routes, two associates to a truck, which few DSPs at its facility offer. A driver cleared to drive but not to lift stays on the route while a partner handles deliveries. In Howlett’s first year with Kinetic, all eight eligible injured drivers were placed in accommodation.

“We’ve had a great partnership in getting people to return to work very quickly or identifying when it’s being mismanaged and just doing the right things.”

Stacy Howlett

Owner, HOWLETT LOGISTICS

Stopping slips before they start

Slips, trips, and falls are one of the biggest risks on Pittsburgh’s icy, steep driveways, so Howlett made footwear a daily checkpoint. Managers inspect shoes every morning, and the station keeps an on-site inventory of approved footwear that drivers can check out when theirs isn’t safe.

Managers own enforcement, and leadership tracks claim counts quarter over quarter.

“If I show up and somebody’s not in their right shoes, whoever’s on duty is going to have to answer to me,” Stacy says.

Daily safety briefings change with the season: loose dogs and customers opening doors unexpectedly in summer, ice and steep grades in winter.

Responsive and Collaborative Claims Management

Unlike traditional third-party administrators (TPAs), where claims can drag out, Howlett works with a responsive, in-house Kinetic claims team. Direct communication helps resolve issues quickly and avoids long-term cost escalations.

“I've always felt frustrated in the past working on claims. Getting them to respond was a feat. I don't feel that way with Kinetic. If they don't see something right on their side, they're advocating for us.”

Stacy Howlett

Owner, HOWLETT LOGISTICS

Working with Kinetic helped Howlett achieve 100% Return-to-Work Success

By replacing manual methods with Kinetic's structured, tech-driven claims management platform, Howlett Logistics achieved an exceptional operational turnaround in its first year. The company reduced its risk profile and significantly lowered its workers' comp costs.

Stacy has given her managers a stake in keeping it that way.

“I am not there every day. They have to be the ones that are enforcing a safe work environment,” she says. “The chance to earn a dividend was a huge motivator for my management team. If the company wins, we all win.”