In 2012, PCMI emerged at the cutting-edge of service contract administration, with its PCRS platform setting a new industry standard for what administrators, manufacturers, dealerships, and other stakeholders can expect from software supporting the extended warranty lifecycle. Of course, the scope and capabilities of the internet have changed over the years — and PCMI has grown, evolved, and developed its products to embrace and adapt to change.

PCMI, which is short for Policy Claim Management International, has been a sponsor of Warranty Week since 2011. Over the past decade-and-a-half, PCMI has grown from a start-up to a global operation, now supporting warranty administrators in over 20 countries on three continents. Its flagship PCRS (Policy Claim and Reporting Solutions) platform has processed over 42 million warranty claims, managed over 139 million service contracts, and facilitated over $11 billion in claims paid.

In January 2026, PCMI's President, Clyde Owen, was appointed to the role of Chief Executive Officer. Mark Nagelvoort, the founding CEO, announced he would take on the new role of Executive Chairman, enabling Owen to focus on day-to-day operations, while Nagelvoort would focus more on long-term strategy.

We sat down with CEO Clyde Owen to discuss his vision for PCMI's new chapter of growth and evolution — from lender compliance, to AI, strategic acquisitions, expanding the C-suite, and what's on the horizon.

From Start-Up to Private Equity Investments

PCMI was first featured in Warranty back in September 2013, where we featured the PCRS extended warranty claims administration platform. PCRS has continued to grow and evolve, such that over a decade later, it remains at the forefront of innovation and functionality in the warranty and service contract administration lifecycle. Over time, PCMI has also introduced a number of new products and integrations designed to extend the capabilities of the PCRS platform.

"PCMI was founded in 2012 to solve a practical problem: how to better manage policy and claims administration, in industries that are inherently complex," said Owen. "From the beginning, the focus was on building a system capable of handling the realities of this industry, including complex products, evolving regulations, high transaction volumes, and businesses that operate very differently from one another — without overcomplicating the work for customers. That system became the PCRS administration platform, designed to support the full lifecycle of extended warranties, service contracts, and cancellations."

PCMI entered a new era in January 2021, when it announced its first private equity investment from Boston-based Equality Asset Management, facilitated by Chicago-based First Analysis.

Then, in March 2025, software investment firm Thoma Bravo announced a strategic growth investment in PCMI. Thoma Bravo came in with expertise in scaling technology companies, impressed by PCMI's rapid growth since the first private equity infusion, while still maintaining a world-class service contract administration platform that continued to expand its features, capabilities, and integrations.

Clyde Owen Joins PCMI

Clyde Owen was appointed President of PCMI in 2022, from a background of working with private equity firms to help grow newly acquired businesses. "Before joining PCMI," said Owen, "I spent my career building and scaling technology companies in insurance and financial services. Much of that work involved helping organizations modernize platforms they relied on every day, often in regulated environments where stability and trust matter as much as innovation."

"I joined PCMI in 2022 as President during a period of significant growth and operational change, following the company’s first private equity investment," said Owen. "That moment required both scale and discipline, and it was important to stay grounded in what customers actually needed as the organization evolved."

"I worked closely with Mark during that time to listen to customers and better understand where the industry was headed. Our early focus together was on learning — what customers valued most, where systems were falling short, and how PCMI could evolve responsibly without losing what made it trusted."

With a focus on scaling the business, Owen maintained a belief that growth is possible while still specializing, providing an increasingly honed and precise product molded to clients' needs across the full warranty lifecycle. "My experience reinforced a belief I carry into PCMI today: technology should adapt to customers, not force customers to adapt to technology."

Growth in Products and Clients

His strategy has proved highly successful for PCMI. "We've grown more than triple in size in the last four years," said Owen. PCMI has not only expanded its client list, but also launched new products, and expanded functionality within its existing platforms.

In September 2024, PCMI entered the lender compliance space with its TruComply platform, working with Allied Solutions to streamline the F&I product cancellation and refund process, while ensuring compliance for lenders.

In 2024, PCMI also launched Loyalty Program Management, enabling administrators and dealers to manage the lifecycle of loyalty-backed warranties, while integrating with dealer management systems.

"AI isn't a feature at PCMI, it's the future of our PCRS platform," said Owen. "Last year, we introduced Claims Intelligence, and it's already changing how teams manage claims. The result? Invoices read, validated, and paid instantly and automatically. Less manual work, more intelligent decisions, total control. And PCMI isn't slowing down. With new AI capabilities rolling out all the time, customers can count on a platform that keeps getting smarter, faster, and more powerful."

"Our vision remains what it has always been," continued Owen. "We're very focused on the swim lane that we're in, which is providing the best core administrative experience that we possibly can to our customers."

"That means the ability to constantly evolve the platform, to better help our customers expand their business and control their costs. That means more automation, more functionality, improved support, and better communication. It really means continuing to build a platform that serves our customers' needs in a world-class fashion."

Expanding the C-Suite

As PCMI grew, both the capabilities of its software and the size of its leadership team expanded.

"My mandate when I got here was to help grow and scale the business," said Owen, "and continue to help scale the management team, such that we would grow as our customers grew, and meet market expectations with better support, more sophistication, and more automation."

In April 2024, PCMI promoted Tetiana Compton to Chief Financial Officer, strengthening the company’s financial leadership.

Following the investment from Thoma Bravo, the company further expanded its executive leadership team. In April 2025, the company appointed Dan O'Keefe as Chief Operating Officer, and in May, David Cartagena joined as Chief Product Officer. In November, the company named Branson Smith as Chief Revenue Officer.

In March 2026, Sagini Ramesh was appointed as Chief Technology Officer, bringing additional engineering leadership, to guide platform strategy and advance AI-driven capabilities across PCRS, and Nick Scissions was named as General Counsel. In addition, senior vice president, vice president, and director-level leadership roles were expanded across the organization.

Clyde Owen Becomes CEO

"The idea was to surround Mark with five or six leaders, who could each take responsibility for different parts of the business, and help move the company to the next level," Owen said.

After working closely together for several years, Nagelvoort and Owen saw their relationship evolve as well. "There was a natural progression," Owen said. "As the leadership team expanded, and the organization continued to grow, Mark was able to step back from operational responsibilities and focus on broader strategic direction of the company."

"It wasn't as much about replacing Mark, as it was about evolving the organization — to take where Mark was at, and really take it to the next level, with him being a valuable participant in that process."

As such, Owen was officially appointed CEO of PCMI in January of this year. Nagelvoort remains involved as Executive Chairman, focusing on long-term strategy, while the expanded leadership team manages day-to-day operations.

"Mark brings deep industry knowledge and long-standing relationships to PCMI, and his continued involvement as Executive Chairman provides important perspective as the company moves forward," said Owen.

Acquisitions

To begin this new era of leadership, Owen and Nagelvoort worked together on PCMI's first major acquisition under Thoma Bravo ownership. In November 2025, PCMI acquired the Enterprise Solutions Business Unit of StoneEagle, including administration software systems supporting contract and claims management.

"We're owned by Thoma Bravo, and, like many private equity companies, they are acquisitive," said Owen. "If there are opportunities in our space that are synergistic with our mission, we would evaluate them for strategic fit. It's important for us to stay focused on our core mission, and if something helps us in that regard, our owners may be open to exploring it."

Looking to the Future

First as President, and now as CEO, Owen has expressed both respect for PCMI's foundation, and ambition for its future development.

I'm particularly excited about where we're headed with AI, but not in the way most people think about it," said Owen. "We're not chasing the trend. What we're doing is taking the data we've built up over more than a decade — 159 million contracts, 48 million real claims — and putting it to work in ways that reduce the burden on our customers' teams."

"Think about a claims adjuster who spends their day on routine, repetitive decisions. We're building toward a world where the straightforward stuff gets handled automatically, with a full audit trail, and the adjuster focuses their energy on the cases that need human judgment. Same with data conversions and system migration; work that used to take months, we're compressing into days. None of this happens overnight, and we're not pretending it will. We're committing to 90-day milestones, staying close to our customers, and building trust through results rather than promises. That's always been the PCMI way, and that's how we're approaching this too."

"We’re building a platform that allows customers to determine their level of automation, and tailor workflows to their unique operations. Our role is to provide the tools that make that possible, without adding unnecessary friction or fragmentation."

With Thoma Bravo supporting its growth, Owen says "PCMI is increasingly in a position to help move the industry forward — not just by responding to change, but by setting a higher standard for what an agentic F&I administration platform can deliver. Our responsibility is to deliver the kind of platform customers both deserve and expect, as the market continues to evolve."