Real-World Case Studies and Customer Success Stories with Davies Customer Surveys

Davies investigated a claim for repair costs after a cast iron lamp column was damaged. The initial claim was £42,751.51,... but Davies found discrepancies in the contractor’s costs and incomplete documentation. Their team discovered that a cheaper steel lamp column was used instead of a new cast iron one. After persistent questioning and review, the third-party contractor withdrew the claim. This resulted in a 100% saving for Davies’ client.
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Davies investigated three claims for sandstorm damage to high-end sport vehicles during the Covid-19 quarantine. The claims team found no... evidence of a sandstorm in weather or news reports. An engineering expert determined the damages were man-made, not caused by a sandstorm. Davies denied all three claims, saving their insurance client about $100,000. The case highlights the value of expert claims investigation in insurance fraud prevention.
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Davies provided claims solutions for a customer facing a medical emergency due to high blood pressure. The customer needed urgent... hospital care over the weekend and was concerned about authorization for his visit. Davies' advisor responded quickly, reopened the claim, corrected billing, and ensured access to medication and specialist care. The advisor's empathetic and timely service relieved stress for the customer and his wife. Both expressed strong appreciation for the support received.
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Davies provided collision reconstruction for a large UK insurer. Their expert used three-dimensional laser scans to show what a driver... could see during a night collision. The insurer had reserved £2 million for three claims. Davies' evidence was accepted in court, and the claims were dismissed. This saved the insurer £1,987,100, with evidence costs of only £12,900.
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Davies supported Pelumi Ojo, a Senior Insurance Professional Level 6 apprentice at Aon, in achieving the ACII qualification. Davies mapped out... the exam journey, making it easier to select modules and prepare for assessments. Pelumi received clear deliverables and guidance from tutors throughout the process. The apprenticeship boosted Pelumi's confidence and ability to engage in professional insurance conversations. Aon provided study day allocations and ongoing support, helping Pelumi balance work and study.
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Davies investigated a reported car theft for an insurer. The policyholder claimed the vehicle was stolen, but investigators found inconsistencies.... Interviews and background checks revealed the car was not stolen but seized for expired tax. The insurer saved £7,500 by denying the fraudulent claim. Recovery action began for a related third-party claim.
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Davies' forensic collision team helped an insurer defend a £1. 2 million injury claim. The claim involved a JCB operator...injured in a workplace collision. Davies performed bespoke collision testing to analyze the incident. Their tests showed the damage matched a low-speed impact, not supporting the claimant's injury claims. The claimant dropped the case before the hearing, saving the insurer £1.2 million. Davies' expertise in forensic testing proved critical in this legal dispute.
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Davies investigated a claim for over £125,000 after a fuel pump at a service station was damaged. Their team found... that many expenses in the claim were fabricated or inflated. They challenged a £57,000 business interruption cost and a £54,000 repair bill, confirming only a single pump was repaired. Davies' review led to a settlement of £45,000, saving the client 64.1% of the original claim. This case highlights Davies' expertise in insurance claims investigation and cost reduction.
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Davies implemented speech analytics software for Vitality, which manages over one million calls each year with 550 customer service advisors. The solution records,... transcribes, and analyzes every call, flagging those that do not follow quality assurance processes. This lets the quality team focus on flagged calls instead of random checks. Within three months, failed audits in claims handling dropped by 16%. Employee performance and customer retention improved, and customer reviews now highlight excellent service.
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Davies investigated two fire damage claims on major UK motorways. Their team found inconsistencies between the claims and the physical... evidence. For the first claim, they proved no repairs were done and saved the client £15,949.57. For the second, they identified inflated costs and saved £14,938.66. Davies used forensic investigation to reduce claim payouts by over £30,000.
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Davies helped a policyholder facing a claim over a plumbing malfunction. The claimant sought over £50,000 for water damage. Davies... appointed an engineer to challenge the installation quality and defend the policyholder. The case was set for trial, but Davies secured a 50% contribution to defence costs from the second defendant. The policyholder was released from the action with reduced financial impact.
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Davies' forensic team responded within 24 hours to a major fire in Wennington Village, East London. They examined six properties... and quickly provided preliminary reports in two days. The team disproved media claims about the fire's origin, finding it likely started in a scrap yard, not a compost heap. Three out of six claims were resolved within 30 days. Residents received support and safe accommodation during the process.
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Davies Special Investigations Unit reviewed a delayed personal injury claim after a minor traffic incident. The team found both claimants... misrepresented symptoms and hid prior medical issues. They used medical record analysis to uncover the truth. Davies applied a fundamental dishonesty defence. This saved their insurance client over £30,000 in costs and damages.
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Davies investigated a suspicious burglary claim for a UK insurer. The policyholder set up insurance just before reporting a loss,... raising red flags. Davies' adjuster and investigator found evidence of deliberate misrepresentation and false reporting. Their work proved the claim was fraudulent. The insurer avoided a potential £25,000 payout thanks to Davies' fraud detection expertise.
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Davies' GBB forensic team investigated a house fire claim for an insurer client. The initial inspection suggested a tumble dryer... caused the fire, but further analysis found no evidence to support this. Detailed forensic testing identified a fault in the fridge freezer's starter capacitor as the true cause. The investigation saved the insurer over £150,000 by shifting liability to the appliance manufacturer. Davies provided a clear, unbiased report that resolved a complex insurance claim.
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Davies handled an insurance claim for a mother whose autistic child's laptop was damaged. The claims handler acted quickly and... showed empathy, understanding the importance of the laptop to the child's wellbeing. Davies used their Valid8 database to source and deliver a replacement Lenovo laptop with matching features within 2 days. The customer praised the fast, caring service and wrote a compliment letter. The case highlights Davies' focus on customer experience and claims resolution speed.
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Davies launched E-claim for a leading global insurer to improve digital claims. Over 95% of eligible policyholders used the system,... handling more than 8,000 claims monthly. Claim lifecycles for pet insurance dropped by 49%. Call-to-claim ratios fell by 33%. Customer satisfaction and operational efficiency increased significantly.
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Davies delivered a cost effective credit control solution for a Lloyd’s Managing Agent. The team improved data quality by running... control checks and producing monthly feedback reports. Payment performance increased through regular broker meetings and a focus on debts older than 182 days. Underwriters became more engaged with quarterly meetings to review unpaid policies. The client accessed an online dashboard for real-time debt commentary and received detailed management reports.
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Davies reviewed a property repair claim for a motor insurer in North Wales. The original builder's quote was £13,875, which... seemed too high. Davies investigated and found the builder's company was dormant. They sourced a local contractor who completed the work for £1,270. This saved the insurer over £12,000. The case highlights effective claims management and fraud prevention in insurance.
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Davies' casualty claims team helped a UK insurer challenge a potentially dishonest workplace injury claim. The claimant initially sought £250,000... in damages, alleging severe impact on her work and studies. Davies gathered medical evidence, intelligence reports, and surveillance footage to support allegations of dishonesty. Their strategy led to an early Part 36 offer of £40,000, which the claimant accepted before trial. The insurer saved £178,750 in damages and limited legal costs, achieving a strong financial outcome.
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Davies investigated a fire in a luxury 4x4 vehicle for a top UK insurer. Their forensic fire investigator found a... misaligned rubber seal in the engine caused the fire. The dealership accepted responsibility after the investigation. Davies helped the insurer recover £46,353 with only £1,495 in costs. This case highlights expert claims investigation and recovery services.
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Davies responded within hours to a severe water spillage that damaged 16 homes. Their adjusters and engineers worked on-site for... days, helping residents and coordinating with remediation contractors. Davies arranged emergency and long-term housing for families needing it. All properties were fully repaired and families returned within three months. Affected customers praised the team's support and compassion.
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Davies used Amazon Connect to help a leading UK insurer unify customer service channels. The new cloud-native platform improved support... for both employees and customers. Speech analytics and chat transcripts made query handling faster and more accurate. The solution moved interactions to lower-cost channels, saving money. The project won a Silver award at the Insurance Times Tech and Innovation Awards 2023.
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Davies helped a non-Lloyd’s Managing Agent improve credit control. The client struggled to prioritize new business due to internal credit... control and bordereau production issues. Davies took over administrative tasks, produced monthly bordereaux, and improved payment performance. The results included an 8.5% quarterly growth in cash flow and a 124% increase in cash allocations. Manual bordereaux were created and submitted on time, supported by regular meetings and dashboards.
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Davies worked with a leading insurance company to improve leadership skills for sales team managers. They developed 7 custom courses... focused on key competencies needed in a regulated environment. The program included tailored resources, reflective practice, and collaboration with subject matter experts. Feedback scores were high, with trainer ratings at 93 and meeting objectives at 90. Leaders reported increased confidence across all competencies.
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Davies supported Aviva's Financial Adviser Level 4 apprentice, Ciara, with tailored coaching and resources. Monthly meetings and flexible study days... helped her progress quickly. Aviva enabled study time and prioritized workshops, making it easier to balance work and learning. After completing the apprenticeship, Ciara was promoted to Aviva's technical team. She aims to enter an advice role and become chartered within five years.
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Davies’ forensic experts GBB helped Direct Line Group investigate a suspected fraudulent motor insurance claim. The team used advanced vehicle... data analysis and traditional collision investigation to prove no impact occurred and that the damage was old. Their findings led to the rejection of a £39,750 claim and referral to law enforcement. Both claimants were prosecuted and sentenced to prison for fraud. This case highlights the value of forensic technology in fighting insurance fraud.
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Davies investigated an £86,000 collision claim for a large UK insurer. Their forensic team found inconsistencies in the vehicle damage... and driver statements. The claimant's own expert disagreed, but the court sided with Davies' evidence. The judge ruled the claim was fundamentally dishonest and dismissed it. This case highlights the value of forensic claims investigation for insurers.
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Davies redesigned Towergate’s sales training programme to align with the Sales Executive Level 4 apprenticeship. The new Account Handler Advising... Programme launched in early 2020, with three cohorts running nationwide. Davies adapted the training for remote delivery during COVID-19, ensuring continuity. Staff retention improved and employees now see clear career paths. The programme achieved a 50% male/female split, supporting Towergate’s diversity goals.
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Broker Wrap by Davies helped a leading reinsurance broker exit three companies in run-off. The broker faced market share loss... and staff departures, prompting a need for a 10-year run-off solution. Davies removed legacy business uncertainty, letting the client focus on live business. Requiem purchased the companies, providing a finality solution. The client avoided ongoing costs for office, systems, and staff during the run-off period.
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Davies acted for Aviva Insurance Limited in a legal dispute over billing practices. The claimant’s solicitor failed to provide a... statement of status for each fee earner in the bill of costs. Davies challenged the bill, leading the court to strike it out for lack of transparency. This case set a precedent for over 80 similar cases, promoting clarity in legal billing. The outcome supports transparency about legal qualifications and experience in cost claims.
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Davies Insurance Services helped a new broker start-up launch in the UK. The start-up needed access to the Lloyd’s market... and a regulatory framework. Davies provided operational support and Appointed Representative status within 3 months. This saved the client about 12 months compared to doing it alone. The broker now has over 25 employees and has been trading for 3 years.
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Davies helped a Lloyd’s Managing Agent recover $14 million in surplus loss funds. The team identified, reconciled, and repatriated historic... and current loss funds held by third parties. They checked for duplicate cash calls and ensured correct fee application. Davies implemented new processes for better monitoring and auditing of loss fund positions. The project improved financial controls and strengthened bottom line results.
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Davies implemented a dedicated claims administration team for Brit Global Specialty USA. The team managed over 1,000 property and casualty... claims each year for public entities in Tennessee and Kentucky. Davies' staffing model improved Brit's closing ratio by 32%. Casualty claims duration dropped by 43%, and property claims duration by 115%. The solution also reduced casualty incurred by 20% and lowered the litigation rate for P&C claims.
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Davies handled a claim for a 2019 Mercedes Sprinter van used for Amazon deliveries. Their adjuster acted fast, assigning the... case for expedited appraisal. The team finalized the damage report quickly after getting photos and documents. The claim was settled with all paperwork in order. The insurance agent renewed their contract for another year, praising Davies for 'gold standard service.'
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Davies used its claims investigation services to detect a fraudulent insurance claim for a £2,565 road bike. The policyholder submitted... a photo as evidence, but metadata showed it was taken two years before the alleged incident. Davies' team conducted a cognitive interview and uncovered the fraud. The claim was declined and the policy was cancelled. This case highlights Davies' expertise in insurance fraud detection and claims management.
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Davies investigated a suspicious motor claim for an insurer client. The claimant alleged injuries and vehicle damage, seeking over £25,000.... Davies' Special Investigations Unit found the policy was set up with stolen identity. Forensic analysis showed the damage was not from a car accident. The claim was denied, saving the insurer £28,000. Fast action and forensic expertise stopped the fraud.
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Davies helped insurers for civil and structural engineers resolve two complex claims related to a high-bay warehouse. The claims involved... technical and legal issues, with potential costs exceeding insurance limits. Davies used expert evidence to show cheaper alternatives for storage and distribution. Mediation led to a settlement by transferring warehouse ownership, avoiding a costly trial. The solution kept costs within reserve limits and protected the firms' viability.
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Davies Impact Solutions investigated two suspicious bridge parapet claims. The team used industry knowledge to challenge the need for full... replacements. For the first claim, they reduced the payout from £12,596 to £4,585, saving 63.5%. For the second, they negotiated a settlement of £50,000, down from £100,558, saving 50.3%. Their expertise helped clients avoid unnecessary costs and litigation.
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LV= faced a legal challenge over compensation for victims of untraced drivers in the UK. Keoghs represented LV= through multiple... courts, defending the established compensation framework. The Supreme Court ruled unanimously in favor of LV=, confirming the system is fit for purpose and compliant with European law. This decision protected insurers and customers from potential fraud and upheld the integrity of the Untraced Drivers Agreement.
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Davies supported a UK insurance client after a fatal accident at a national racetrack. The client’s insured was involved when... a tractor struck an attendee, leading to complex litigation. Davies and their legal team presented expert analysis, showing the insured’s driver was not negligent. The court dismissed the claim against the insured and awarded them legal costs. Davies recovered about £75,000 in legal costs for their client.
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Davies helped an insurer save over £10,000 by challenging a contractor's invoice after a road accident. The original invoice was... £15,440.55, with about £10,000 attributed to traffic management charges. Davies found that the closures were already in place for routine maintenance, so these charges were not valid. After contesting the charges, the contractor reduced the invoice to £5,146. This resulted in significant cost savings for the insurer.
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Davies partnered with a leading US insurer for over three years. They delivered more than 10,000 detailed inspections and accurate... reports. Davies used new report templates and guidelines to support the insurer’s underwriting. Their process included itemized estimates and clear photos, reviewed for accuracy before submission. This partnership built trust and improved claim resolutions, with steady claims volumes and geographic expansion.
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Davies supported Mr & Mrs Perry and their household insurers in a legal case after a child suffered a serious brain injury on a bouncy castle. The initial court... found the parents at fault for not supervising and allowing mixed ages on the inflatable. Davies helped appeal the decision. The Court of Appeal overturned the ruling, stating the accident was a freak event and the parents were not at fault. Legal expertise from Davies was key in achieving this outcome.
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Davies helped a large international insurance firm turn unstructured customer feedback into actionable insights. The firm had struggled to analyze... survey data until Davies introduced text analytics. The new system classified responses into over 80 categories and generated detailed reports. Now, 100% of feedback is analyzed, guiding product and training improvements. These changes led to a 10-point rise in Net Promoter Score.
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Davies supported a primary insurer in the UK with a complex third-party property damage claim. The claim involved a failed... roof and disputes over liability and defective workmanship. Davies' loss adjuster, Michaela Robertson, managed negotiations and communications, helping all parties reach an agreement. The claim was settled at £235k, down from over £800k, just before court. The insurer secured a 3-year contract extension with their client, citing Davies' expertise as key to the outcome.
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Davies helped Ageas, a leading UK insurance company, improve customer experience by launching a listening framework with 45 surveys across 10 brands. The program used... IVR and email surveys to measure satisfaction and provide real-time feedback to advisers. Davies also removed sales bonuses and targets, focusing teams on customer well-being. Process changes included a shorter IVR, clearer underwriting questions, and removing scripts for advisers. As a result, Ageas saw a 4.5% increase in NPS for service delivery within one year.
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Davies helped ManyPets, a fast-growing pet insurer, recruit over 100 claims professionals in just eight weeks. Davies managed job descriptions,... candidate screening, and interviews, and used a video interview platform to speed up hiring. They also created a tailored onboarding and training program, including digital learning modules and curriculum materials. ManyPets achieved 'double-unicorn' status in 2021 and received strong feedback on the new onboarding process. One new hire trained by Davies earned a 5-star customer review within days of starting.
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Davies Insurance Services helped Azur Underwriting move a portfolio from AIG and set up a new entity. The team guided... Azur through FCA authorisation and regulatory steps. Davies provided operational support and managed the TUPE transfer of over 20 staff. Azur became a fully regulated digital Managing General Agency in 13 months. The process was smooth and efficient, with minimal disruption to Azur's leadership.
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Davies Learning Solutions helped Sophiya Adam, an insurance advisor at TL Dallas, progress in her career through the Insurance Professional Level 4 apprenticeship. Sophiya received strong... support from passionate coaches and a dedicated mentor, which made learning during lockdown easier. The mentoring scheme at TL Dallas provided guidance and encouragement, especially for younger employees. Sophiya credits the program for her success, including winning the UNA Newcomer in Insurance 2019 award. She highlights the value of apprenticeships for career growth and social mobility in the insurance sector.
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Davies worked with Bupa to design a leadership development programme. They conducted a needs analysis and collaborated with Bupa's leadership... to identify key competencies. Davies created tailored assessment activities and upskilled Bupa's assessors. The programme included measurable activities and detailed reports. As a result, Bupa expanded the programme to other business areas and built new leadership and sales transformation initiatives.
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Davies Insurance Services helped Lenny Insurance Limited, a subsidiary of Jaguar Land Rover, launch a pay-as-you-go motor insurance app. Lenny targets young... drivers with short-term car insurance from one hour to 28 days. Davies supported regulatory setup, sourced A-rated capacity, and built back office operations. The result was a successful app launch for millennials, backed by Covea Insurance plc. Lenny credits Davies as a trusted advisor and key to their rapid progress.
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Davies helped a UK insurer defend a cavity wall insulation claim. The claimant alleged property damage after insulation was installed... in 2018. Davies' adjuster used deep knowledge of historic CWI claims and insurance policy terms to argue the damage occurred after the policy ended. The court agreed, dismissing the appeal and referencing Davies' legal arguments. The insurer avoided liability and legal costs.
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Davies defended an insurer client against high-value personal injury claims after a low-speed collision. The team identified inconsistencies in the... claimants’ accounts and made strategic Part 36 settlement offers. Despite rejected offers, Davies worked with legal counsel to prepare a strong defence for trial. The judge dismissed both claims, saving the client over £29,000. This case highlights expert legal defence and cost containment in insurance claims.
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Davies helped a Lloyd’s Managing Agent improve data quality and reporting. The client struggled with minimal data from a third-party... system. Davies built new processes and a bespoke system. Within 30 days, they delivered a monthly executive report and loaded 3,660 bordereaux. They also enhanced data quality with enrichment and provided structured data for the client’s data warehouse.
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Davies helped a UK insurer analyze millions of renewal calls for motor and home insurance. The goal was to check... if agents followed quality assessment behaviors and compliance scripts. Davies used analytics to find that compliance was about 95%. They identified a small group of agents who needed extra training. This targeted approach saved the insurer from training all agents, reducing costs and improving customer experience.
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Davies Learning Solutions (DLS) helped Aon launch and grow its apprenticeship strategy. Over 500 apprentices joined DLS programmes since 2020.... DLS worked closely with Aon to support CII qualifications for school leavers, graduates, and existing staff. DLS tailored training to fit Aon's business needs and strategy. Aon valued DLS for their insurance expertise and partnership approach.
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Davies helped Marsh & McLennan integrate apprenticeships into their graduate programme. Marsh & McLennan wanted to see if apprenticeships could... work for graduates and support their 'Further Faster' initiative. Davies matched apprenticeship competencies to Marsh & McLennan’s needs and added specialist coaching and tutor support. The scheme launched in December 2019 with strong feedback from graduates. Marsh & McLennan extended the programme to all graduates for 2020/21.
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Davies' forensic engineering team investigated a fire in a two-month-old leased vehicle. The insurer client needed to know the cause... after the car caught fire on the motorway. Davies' expert found the water pump drive belt had failed, causing the engine to overheat and ignite. Their detailed report enabled the insurer to recover nearly £78,000 from the manufacturer. This case highlights forensic investigation for insurance claims.
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Davies helped NEXT improve their live chat customer service. Customer feedback showed a need for better language and personalisation. Davies... ran a learning needs analysis and found gaps in soft skills training. They delivered advanced chat skills workshops using real NEXT chat scenarios. The program included train-the-trainer sessions for UK and Pune teams. NEXT became self-sufficient and highly satisfied with the results.
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Davies worked with Halfords to analyze their learning needs. The team collaborated closely with Halfords' in-house learning department. They identified... ways to create a more structured learner pathway for new hires in the customer support center. Davies delivered a detailed proposal with clear steps for a new learning strategy. Halfords received a document with findings, priorities, and recommendations to improve learning delivery.
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Davies delivered a two-day interactive sales training course for Argos live chat and contact centre agents. The training focused on... building confidence, improving conversational skills, and advanced selling tips. Argos agents learned to help customers buy and offer alternatives for other queries. Delegates reported increased confidence and rated the training highly for structure, relevance, and practical value. The 'Sales Through Service' approach aimed to boost sales through better customer service.
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Davies helped a major retailer gain insight into its contact centre operations. The retailer could not predict call volumes or... understand customer behaviour before. Davies created reports that gave actionable insights. These reports improved training and coaching for frontline teams. The effort to generate reports dropped by 40%.
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Davies helped a leading retailer use its existing customer interaction data in new ways. The marketing team wanted more insights... from the data, not just for staff coaching. Davies built a text analytics lexicon for the marketing department. They used the retailer's speech analytics platform to analyze the data. In six weeks, the retailer got insights on what drives customer satisfaction and dissatisfaction. The company reduced spending on outsourced market research by using its own data.
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Davies helped ABC Fine Wine & Spirits improve their workers’ compensation claims program. The closing ratio increased from 96% to... 140% over five years. Claims duration for medical-only cases dropped by 31%. Lag time was reduced by 40%. The team also saw a continued reduction in annual claims frequency and incurred costs. ABC Fine Wine & Spirits benefited from a dedicated claims adjuster and consistent service.
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Davies delivered training to Boots to help balance call handling efficiency with high quality customer experience. The team identified ways... to cut average handling time (AHT) from 8 minutes to 4 minutes or less. After training, advisers saw immediate improvements, with average talk time dropping by about 60 seconds. Updates to the knowledge management system and Salesforce agent desktop also supported these gains. Boots advisers appreciated the practical guidance and created action plans to keep improving.
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Davies delivered advanced chat skills training for NEXT’s customer advisors. The program focused on five key skills and used real... chat scenarios from NEXT. Advisors and managers took part in interactive workshops and coaching sessions. Davies trained NEXT’s trainers to keep the program running in the UK and India. Participants called it the best training session ever and praised its engaging, practical approach.
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Davies used speech analytics to help Manulife analyze over 2. 1 million contact center calls in six weeks. The analysis...revealed that many calls were about password resets, which took up staff time and frustrated customers. Davies recommended a new way for customers to reset passwords, freeing up agents for complex issues. Manulife gained clear insights into call handling and key performance indicators. The project led to targeted coaching and better team training.
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Davies helped Kent Reliance reduce customer complaints by 51% in six months. They launched a real-time customer feedback strategy and... built a listening framework for branch and contact centre transactions. The program measured performance across locations and products, enabling fast responses to dissatisfaction. Customer satisfaction rose to 85.8% and sales tripled within three years. Kent Reliance won awards for customer experience and service.
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Davies helped a top Canadian financial services group transform its onboarding program. The client wanted to cut induction time by... 25% and reduce speed to competence from 9 months to 3 months. Davies introduced a blended training approach, improved trainer capability, and created reusable resources. The program achieved 0% attrition in training, a 10-point NPS increase, and a 50-second reduction in average handling time.
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Davies helped Skipton Building Society launch a customer web chat training programme. The goal was to ensure advisors used a... consistent tone and language for a mature, professional customer base. Davies worked with stakeholders to define brand voice and trained advisors on spelling, grammar, and proofreading. The programme received satisfaction scores between 90% and 100%. Skipton later developed a quality strategy and new recruitment process for chat advisors, supported by Davies' advice.
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Davies helped a leading logistics and transport supplier improve driver awareness of third party intervention obligations. The team developed and... implemented new accident reporting protocols. They created protocol guides, branded bump cards, and claims communication packs, supported by roadshows. The client reduced their intervention rate by 40%. They also saved £2,500 per claim compared to previous years.
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Davies worked with a leading UK haulier to cut third party claims costs. The haulier wanted to reduce third party... exposure by 25%. Davies delivered data capture and reporting services. They used technology to spot high-risk drivers, depots, and routes. The result was a 30% reduction in claims spend, even as the fleet grew by 35%.
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Davies worked with a leading UK haulier to cut third party claims costs. The haulier needed to reduce claims, repair,... and downtime. Davies used data capture and reporting to spot repeat offenders and high-risk routes. Technology helped identify drivers and depots with more accidents. The result was a 30% reduction in claims spend, beating the 25% target.
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Davies worked with a leading logistics and transport supplier to improve driver awareness of third party intervention obligations. The team developed... accident reporting protocols and created protocol guides, branded bump cards, and claims communication packs. They supported these with road shows and provided compliance data at the policyholder level. This helped the client understand the impact of reporting on third party capture rates and claims costs. The solution focused on better claims management and compliance.
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Davies implemented a digital learning platform for a major UK utility provider. The company needed to improve knowledge retention and... measure learning effectiveness in its contact centre and field teams. Davies tailored the platform, created initial content, and enabled the client's team to manage future updates. Over 75% of staff regularly engaged with the platform. The solution improved key contact centre metrics, including Net Promoter Score and call handle times.
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Davies delivered a training programme for a fast-growing green energy supplier in the UK. The goal was to help support... teams better identify and assist vulnerable customers. After the programme, 87% of participants felt very confident using their new skills. The number of vulnerable customers invited to join the Priority Services Register rose by 66%. Staff also learned to manage their own resilience during challenging calls.
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Davies helped Affinity Water transform its customer experience with three learning programmes. The team delivered a train the trainer programme... for external partners, a complaint handling course for the Directors’ Office, and an internal training programme. Participants rated all aspects of the training between 90% and 100%. Davies also enabled Affinity Water’s team to use the content for ongoing refresher training. This improved service consistency and complaint resolution.
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Davies designed a new training program for United Utilities' 200 contact centre staff. The goal was to boost call quality... scores by 20%. Davies created the Pulse8 course, focusing on eight key customer service skills. After the training, agents consistently scored 100% on call quality. United Utilities expanded the program to 5,000 more employees after seeing these results.
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Davies' forensic engineering team investigated a suspicious motor collision claim reported to the City of London Police’s Insurance Fraud Enforcement Department (IFED). The claimant alleged... a crash involving multiple passengers, but forensic analysis showed the accident could not have happened as described. The investigation revealed identity theft and fabricated details. As a result, the claimant and accomplices were jailed for fraud, saving the insurer £27,268. This case highlights the value of forensic engineering in insurance fraud detection.
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Davies used robotic process automation (RPA) to help a large UK government agency clear a backlog of over 1 million transactions. They implemented Azure... Cognitive Services to read handwriting and UIPath Orchestrator to automate repetitive tasks. Nearly 285,000 transactions were processed in 8 months, with 260,000 handled without human help. The solution achieved a 96% success rate and met the agency’s accuracy targets. Staff could focus on higher-value work instead of manual data entry.
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Davies reviewed a £43,115 invoice from a UK local council for bridge parapet repairs. Their team found the claim excessive... and challenged non-visual defects not supported by the adjuster’s report. Using expertise in vehicle restraint systems, Davies negotiated with the council. They proved some repairs were unnecessary. The final settlement was £24,777.99, reducing the claim by over 40%.
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Davies automated manual processes for Caerphilly County Borough Council. The solution targeted invoice payments and case referrals. Automation freed up... over 110 hours per week for the team. Entry time per case referral dropped, giving 10 minutes back per referral. The team now spends more time supporting vulnerable residents. Invoice payments are now faster and more accurate.
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Davies Learning Solutions supported Laura Oliver through a Business Administration Level 3 apprenticeship. Laura received strong guidance from her coach... and line manager. She applied her learning directly to her daily work. Regular feedback and one-on-one meetings helped her stay on track. Laura recommends apprenticeships for gaining real work experience and qualifications.
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Davies Learning Solutions helped Sophie Beasley advance her management career with a Team Leader Level 3 apprenticeship. Sophie received support... from a dedicated coach and access to CMI resources. She found the transition to online coaching smooth and effective. The program improved her time management and leadership skills. Her employer provided strong support throughout her apprenticeship journey.
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Davies Learning Solutions supported Hannah Webb as she advanced from a business administration apprentice to a team leader. The Team Leader... Level 3 apprenticeship helped her gain management skills and confidence for her new role. Davies provided strong coaching and tutoring, making it easier for Hannah to balance work and study. She highlights the value of apprenticeships for building both knowledge and workplace skills.
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Keoghs used Davies' forensic engineering and legal solutions to challenge a grossly exaggerated credit hire claim. The claimant's engineer declared... a vehicle a total loss, but Keoghs' team found only minor cosmetic damage, estimating repairs at £1,500. Their investigation revealed the vehicle was still in use and the claimant's evidence was unreliable. The court accepted Keoghs' findings, awarding only £1,500 in repairs and limiting total recovery to less than £5,000, down from a claim of over £150,000.
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Keoghs represented UK Insurance Ltd in a Supreme Court case about motor insurance liability. The case involved a £2m fire... caused by a car repair accident. The Supreme Court ruled that repairing a vehicle on private property is not considered "use" under a motor policy. This decision clarified when motor insurance covers property damage. Keoghs helped set a legal precedent for insurance claims.
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Davies helped a local self-drive hire replacement provider improve their post incident investigation process. The team reviewed and refined the... client's data capture, evidence gathering, and driver interview protocols. This new protocol reduced average liability outcome timescales by about 30%. The client also saw a 20% decrease in average claims costs. The changes led to faster settlements and lower costs for the provider.
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Davies helped Autoglass build a new call quality framework. The team conducted on-site analysis at Autoglass HQ in Bedford, listening... to calls and running focus groups. They designed creative training to boost agent confidence and reduce repeat calls. The solution included a detailed resource guide and a train-the-trainer handover. Advisors now have clear standards and better feedback, improving customer experience and efficiency.
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Davies helped Simba, a mattress company, improve its live chat sales process. Simba's advisors used many sales phrases, but they... were not always effective. Davies designed a 'sales through service' chat training and a new quality framework. This led to fewer unnecessary discounts and more confident conversations. Advisors also learned to handle post-sales queries efficiently, keeping customer satisfaction high.
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Davies provided claims administration services for Givaudan Flavors Corporation. A team of five claim adjusters managed about 40 active workers’... compensation claims. Davies introduced the myHealthDoc tool to help injured workers and medical providers. Since 2018, Givaudan saw a 61% reduction in lag time and a 70% increase in claim closure rate. Claims duration dropped by up to 49% for medical-only and 32% for lost time claims.
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Davies responded to a major flood claim in Beeston, Nottingham after a water main burst damaged around 50 properties. Their loss adjuster... arrived within two hours, coordinated urgent repairs, and arranged alternative accommodation. Contents claims were paid out in less than a month. The fast response kept a house sale on track, with full repairs expected in three months. The homeowner praised Davies for their support and quick action.
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Keoghs abuse team represented Barclays Bank plc and its insurers in a major group action. The case focused on whether... the bank could be held liable for assaults by an independent contractor during pre-employment medical exams. Nearly 200 people were allegedly assaulted by a GP in private practice. The case reached the Supreme Court in November 2019, with judgment pending. The outcome may set a precedent for vicarious liability in the banking sector.
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Davies helped Samaritans select a new learning management system. The old system was unstable and did not meet digital needs.... Davies ran workshops with staff and volunteers to gather requirements. They built an RFI and RFP that matched technical needs and future plans. The process made it easier to compare suppliers and cut implementation time.
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Davies helped Three boost its NPS by 8 points and customer satisfaction by 11%. Davies trained team leaders to deliver... 98% of all training, making them mentors and trainers. Team leaders scored 4.8 out of 5 in post-training evaluations. First time resolution improved by 7%. Three saw an 8% estimated efficiency gain and higher employee engagement. Disappointment with service quality as a reason for leaving was more than halved.
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Davies helped Spire Healthcare improve telephone call handling and patient experience. They ran a diagnostic at Spire Liverpool and created... classroom training for staff and team leaders. The pilot included courses on telephone service, face-to-face skills, and coaching. After positive feedback, the program expanded to 39 hospitals across the UK. Staff described the training as the best and most rewarding in their careers.
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Davies helped a major UK health and sports club operator defend a legal claim after a gym member was injured on a treadmill. The Davies team... proved the club met all inspection duties and showed the equipment failure was due to a supplier error. Expert evidence and CCTV footage supported the club’s case. The client was released from the proceedings and recovered a large part of their legal costs. This case highlights effective legal risk management for fitness businesses.
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Davies Claims Solutions helped Pike County School District improve their workers’ compensation and property & casualty claim programs. The district saw... a 37% reduction in workers’ compensation medical-only claims duration and a 32% reduction in lost time claims duration. Casualty claims duration dropped by 61%, and property claims duration by 82%. The average P&C claims closure rate reached 85% and continued to improve over five years. Davies managed about 125 active claims for the district, delivering consistent results.
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Davies built a new induction programme for a large international brand. The company faced 70% attrition during induction, hurting operations... and customer experience. Davies created a two-week blended training and a three-week testing phase. Attrition dropped to 10%. Learner engagement improved by 70%. Speed to competence is now just 5 weeks. KPIs are met more consistently.
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