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

Davies Insurance Services helped a broker start-up formed by three brokers and external investors. The start-up needed FCA authorisation and... access to the Lloyd’s market. Davies provided regulatory support, operational help, and Appointed Representative status in just 3 months. This saved the client about 12 months compared to doing it alone. The broker now has over 25 employees and has traded successfully for 3 years.
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Davies provided Brit Global Specialty USA with a dedicated claims team for Tennessee and Kentucky. The solution improved the closing... ratio by 32%. Casualty claims duration dropped by 43%, and property claims duration improved by 115%. Casualty incurred costs fell by 20%. The program reduced the rate of litigated property and casualty claims.
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Davies Insurance Services helped Azur Underwriting move a team and transfer a portfolio from AIG. They guided Azur through FCA... authorisation with minimal disruption. Davies provided regulatory and operational support. Azur became a fully regulated digital Managing General Agency. The process included a TUPE transfer of over 20 staff. Azur valued Davies' expertise and efficient approach.
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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 this, leading to the bill being struck out by the court. The court found the omission had a material impact on the bill's accuracy. This case set a precedent for over 80 similar cases involving fee earner status disclosure.
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Davies provided apprenticeship training for Aviva's Financial Adviser Level 4 program. Ciara Octigan chose this pathway to build a long-term... career in finance. Davies offered strong coaching support, monthly progress reviews, and a wealth of learning resources. Aviva supported study time, making it easier for Ciara to balance work and learning. The program helped Ciara aim for a distinction and track her progress clearly.
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Davies Learning Solutions helped Aon launch and grow their apprenticeship strategy. Over 500 apprentices joined programmes delivered by DLS. DLS... provided insurance specialist expertise and tailored support. Aon used the apprenticeship levy to support CII qualifications for staff and new hires. DLS worked closely with Aon as a true partner. The result was a successful, integrated apprenticeship initiative.
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XLPro was not fully used by the client's reinsurance team. Davies enhanced all active contracts in XLPro. They reconciled technical... balances for better system use. This improved process accuracy and efficiency. The client gained confidence in the system's financial reporting. Davies also provided technical support to clear backlogs and support new processes.
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Davies helped Ageas, a leading UK insurance company, improve customer experience. Ageas wanted to introduce customer-focused principles across all processes.... Davies built a listening framework with 45 surveys across 10 brands using IVR and email. Results were available instantly in an online console. Advisers got direct feedback and could improve their service. The program helped team leaders spot training needs and supported a culture of one-stop resolution.
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Davies improved credit control for a non-Lloyd’s Managing Agent. The client struggled to prioritize new business due to internal credit... control and bordereau production issues. Davies delivered monthly written and paid bordereau, increased cash allocation, and improved payment performance. Results included 8.5% quarterly growth in cash flow and a 124% increase in cash allocations. Manual bordereaux creation and submission to carriers was completed on time.
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Davies developed new data processes for a Lloyd’s Managing Agent. The client needed to backload contracts and bordereaux for past... years and improve management information. Davies replaced a third-party system that recorded only minimal data. Within 30 days, they delivered a monthly executive report, processed 3,660 bordereaux, and improved data quality with enrichment. The client received structured data for their data warehouse.
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Davies implemented new report templates and guidelines for a leading US insurer. Over 3 years, they completed 10,000+ detailed inspections... and reports. The solution used Xactimate estimating to show depreciation, deductibles, and sub limits. Reports included clear photos and were reviewed for accuracy before submission. This improved underwriting performance and reduced extra work for the insurer's examiners.
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Davies used Amazon Connect to help a leading UK insurer unify service channels. The new cloud-native platform improved customer experience... and made support seamless. Speech analytics and chat transcripts made query handling faster and more effective. The insurer saved costs by moving interactions to less expensive channels. The project won a silver award at the Insurance Times Tech and Innovation Awards 2023.
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Broker Wrap helped a leading reinsurance broker exit three companies in run-off. The broker faced declining market share and staff... departures. Requiem purchased the companies and used Broker Wrap to deliver a finality solution. The owners avoided ongoing costs for office, systems, and staff. The client valued the fast, bespoke run-off process.
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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 helped the insurer avoid a large fraudulent payout. Keywords: collision fraud investigation, forensic claims analysis, insurance fraud, court dismissal, claims management.
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Davies introduced text analytics for a large international insurance firm. The insurer had years of unstructured customer feedback data that... was hard to analyze. Davies built a system to classify responses into over 80 categories. Now, 100% of feedback is analyzed, giving deep insight into customer sentiment. This led to a 10-point rise in Net Promoter Score and better product and training decisions.
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Davies used its claims management and special investigations services to defend a false personal injury claim. The case involved a... minor car accident with only superficial damage, but the claimant later alleged serious injuries. Davies requested full medical disclosure and found inconsistencies in the claim. Their legal team, Keoghs, successfully defended the case, saving £22,335 in damages and costs. This shows the value of expert claims solutions in the insurance industry.
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Davies' Special Investigations Unit stopped a crash-for-cash insurance fraud. The client faced a staged road traffic accident and a false... injury claim. Davies investigated and found 8 similar incidents in 11 months. The case was discontinued one day before trial. The client saved over £40,000 in damages and legal costs.
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Davies used their claims investigation services to help a client facing a slip and fall claim. The claimant alleged injury... from a fall, but Davies found inconsistencies in the story. Davies denied liability and supported the defense. The claim was discontinued one week before trial, saving legal costs for the client.
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Davies provides end-to-end management of tree root liability claims for insurers and local authorities. Their specialist loss adjusting team has... over 20 years of experience in handling tree root encroachment cases. Each claim is managed by the same adjuster from start to finish. This approach helps ensure consistent negotiations and early assessment. Davies' expertise leads to significant savings for their clients.
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Davies used its claims solutions to defend a client against a £250,000 lawsuit over alleged workplace safety failures. The claimant acted... against explicit instructions and used burning equipment without permission. Davies provided evidence that led to a major settlement win. Their work resulted in a 90% reduction in liability. The client saved hundreds of thousands of pounds.
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Davies used social media surveillance to investigate a personal injury claim. The claimant sought £175,000 after a fall on insured... premises. Davies found inconsistencies in medical evidence and the claimant's statements. They reviewed her social media posts and obtained surveillance footage. As a result, the settlement was reduced by almost 75% from the original demand.
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Davies used surveillance evidence to help defeat a complex injury claim. The claimant, a skip wagon driver, suffered serious injuries... and initially faced a claim with a reserve of over £1 million. Davies' legal team gathered evidence that proved dishonesty in the claim. As a result, the claimant served a Notice of Discontinuation. The final payout was reduced from £1 million to zero.
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Davies used its claims solutions to defend an overinflated compensation claim for a client in the insurance industry. The case involved... an employer's liability claim after a workplace accident. Davies limited the claimant's costs to £3,738, preventing them from rising to £15,000. This strategic defense saved the client over 45% of the initial costs. The result shows strong cost control and claims management.
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Davies helped a client defend against a tree root subsidence claim. The claimant said the client's actions were negligent and... wanted damages for building damage. Davies used case law to show there was no real risk from tree roots. The client saved over £40,000 by proving the claim had no ground.
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Davies helped a client defend against a workplace accident claim. The claimant alleged serious injuries, including hearing loss and PTSD,... after a scaffold accident. Davies found inconsistencies in the claimant's reports and medical records. The claimant discontinued the case with no costs pursued. Davies saved their client over £100,000 in potential claim costs.
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Davies helped a client manage escalating claims after an escalator malfunction in a shopping centre. The incident caused injuries to... three people, leading to three separate claims. Davies chose to settle the claims directly, avoiding a lengthy dispute with the manufacturer. This approach saved the client 30% on costs, reducing expenses from £22,510 to £16,000. The solution also ensured fair compensation for the injured parties and maintained the insured's position for possible recovery.
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Davies redesigned Towergate's sales training programme and aligned it with the Sales Executive Level 4 apprenticeship. The new Account Handler... Advising Programme launched in early 2020. Davies adapted the training to fit Towergate's business changes and remote needs. The programme led to a 50% male/female split in the Account Handler cohort. Employees now ask to join the training, showing strong engagement.
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Davies investigated a fire in a luxury 4x4 vehicle for a top UK insurer. The fire started soon after the... car was collected from a franchised dealership. Davies sent a forensic fire investigator who found a misaligned rubber seal in the engine caused the fire. The dealership accepted fault. The insurer recovered £46,353 after paying Davies £1,495 for the investigation.
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Davies Learning Solutions helped Sophiya Adam at TL Dallas advance her insurance career. Sophiya worked with two coaches who supported... and encouraged her to achieve a Distinction in her Insurance Professional Level 4 apprenticeship. She won the UNA Newcomer in Insurance 2019 award. Sophiya values the chance to learn while working and highlights the importance of diverse talent in insurance. Davies Learning Solutions provided coaching and career development support.
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Davies helped RSA Personal Lines improve their e-learning for call centre staff. The team used gamification and micro learning to... make training more engaging. Davies recommended Errol Owl to boost knowledge retention. Employees found the new approach gave them more freedom to learn away from their desks. RSA saw better performance and output from their content build team.
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Davies' Special Investigations Unit helped an insurer client avoid a fraudulent claim. The claimant alleged a car accident and submitted... claims totaling over £25,000. Davies' team found the policy was set up with stolen ID and the claimant had a history of fraud. Their investigation led to the claim being denied, saving the client £28,000. This case highlights the value of forensic claims management and insurance fraud prevention.
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Davies used its Valid8 contents validation database to help Ms L after her child's laptop was damaged. The claims handler... acted fast and showed empathy. Davies sourced and delivered a new Lenovo laptop with the same features in just 2 days. The customer was delighted with the quick claims resolution and excellent service. This case highlights Davies' strong customer experience and claims management in insurance.
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Davies Claims Solutions helped motor insurers handle a third party claim for property damage in North Wales. The original repair... quote was £13,875.60, but Davies found it was too high. They investigated the builder and found the company dormant. Davies sourced a new quote from a local contractor for £1,270. This saved the insurers a large amount on the claim. The case shows the value of expert claims management and cost control in insurance.
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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, but... Davies found the company was dormant. They sourced a local contractor who completed the work for £1,270. This saved the insurer over £12,000. The claims management solution helped reduce costs and prevent overpayment.
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Davies helped Marsh & McLennan add an apprenticeship programme to their graduate scheme. Marsh & McLennan wanted to see if... apprenticeships fit their graduates and could speed up learning. Davies built an internal learning hub and matched apprenticeship skills to Marsh & McLennan's needs. They kept key parts of the graduate scheme and added coaching and tutor support. Graduates gave very positive feedback. Marsh & McLennan liked the quality of coaches and fast support from Davies.
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Davies helped ManyPets, a specialist pet insurer, grow fast by providing resourcing and learning expertise. ManyPets needed to hire over... 100 claims professionals and quickly move claims in-house. Davies recruited 30 claims handlers with insurance knowledge in just eight weeks. Their support helped ManyPets reach 'double-unicorn' status in 2021. A new Davies-trained recruit earned a 5-star customer review within days.
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Davies helped a managing agent identify, reconcile, and repatriate surplus loss funds. The team reduced the managing agent’s loss fund... exposure by $14 million. They improved the process for monitoring and auditing loss fund positions. Davies provided full identification and reconciliation of all loss funds. New procedures now help prevent over or underfunding. This strengthened the managing agent’s financial results.
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Davies responded to a severe water spillage that damaged 16 homes. Their adjusters and a motor engineer arrived within hours... to help the client's network team and remediation contractor. Davies provided on-site support, managed compensation, and arranged emergency housing for residents. All properties were repaired and residents returned safely within three months. The team balanced fast claims management with care for affected customers.
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LV= challenged a Court of Appeal decision in the Supreme Court regarding compensation for victims of untraced drivers. The Supreme Court... ruled unanimously in favor of LV=, confirming the current compensation framework is effective and meets European Law. This decision prevents easier opportunities for fraud in road traffic accident claims. The case highlights LV='s commitment to fighting insurance fraud and supporting fair claims management.
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Davies provided legacy credit control services to a Lloyd’s Managing Agent. The challenge was to collect legacy debt and uncollected... premiums. Davies used broker relationships to identify and recover trapped premium, collecting £8.5 million in gross premium over three years. The client saw increased profitability from unbudgeted premium collections. Davies also helped align EPIs with signed premiums, improving financial management.
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Davies delivered a cost effective credit control solution for a Lloyd’s Legacy collection client in the insurance sector. The team improved... data quality with control checks and monthly feedback reports. Regular broker meetings and quarterly underwriter sessions helped boost payment performance. The client gained actionable management information through detailed reports and KPI service packs. Collaboration with top brokers focused on reducing debts older than 182 days.
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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 product. Lenny needed support... sourcing capacity for a niche short-term motor product and setting up a regulatory framework. Davies assembled a team to handle authorisation, compliance, and banking operations from scratch. The partnership enabled Lenny to progress quickly and offer flexible car insurance for young drivers.
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Davies handled a claim for a 2019 Mercedes Sprinter van used for Amazon deliveries. Their claims adjuster acted fast, sending... the case to advanced claim processing for a quick appraisal. The team finalized the claim after getting all needed documents and photos. The insurance agent renewed coverage for another year because of this fast, accurate service. The insurer called Davies' work 'gold standard service' for the London Transportation market.
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Davies acted for insurers of civil and structural engineers facing two claims over a high-bay warehouse. The claims risked costs... far above insurance limits and threatened the firms' viability. Davies used expert logistics evidence to show cheaper storage options. Mediation led to a settlement with a warehouse ownership transfer, avoiding a costly trial. This kept the outcome within insurance reserve limits.
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Davies Legal Solutions helped insurers handle a breach of authority by a broker coverholder. The team managed a complex insurance... claim, resolving technical issues about policy coverage and stakeholder interests. They negotiated a multi-party settlement for the coverage dispute. Davies also guided insurers through legal challenges against the broker coverholder. Their work led to a commercial settlement that protected broker and insurer relationships.
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Davies used its claims management and legal solutions for an insurer client facing high-value personal injury claims after a low-speed collision. The team identified... inconsistencies in the claimants’ accounts and referred the case to the Special Investigations Unit. They made Part 36 offers to protect costs and challenged the claims in court. Both claims were dismissed at trial, saving the client over £29,000.
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Davies forensic engineering team helped an insurer client after a two-month-old leased vehicle caught fire on the motorway. The insurer needed... to know the true cause of the fire, as initial checks by police and fire services found nothing. Davies' expert analysis identified the real cause, saving the client almost £80,000. The insurer recovered nearly the full value of the vehicle thanks to the investigation. This case highlights forensic claims analysis and loss mitigation in the insurance sector.
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Davies casualty claims team helped an insurer challenge a £250,000 injury claim. The claimant, a student, alleged severe hand injuries... and loss of future earnings. Davies gathered medical evidence and supported allegations of dishonesty. The case settled for £40,000, saving the insurer up to £210,000. This shows the value of expert claims management in insurance fraud prevention.
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Davies helped an insurer save over £10,000 by challenging a contractor's invoice. The original bill for road barrier repairs was... £15,440.55, with about £10,000 for traffic management. Davies found the charges were too high because the road closures were already in place for other work. After contesting the invoice, the insurer paid only £5,146. This case shows strong cost control and claims management for insurance companies.
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Davies used speech analytics technology to help an insurance client detect fraud. The automated solution reviewed thousands of claim call... recordings. It identified four times more potentially fraudulent claims than frontline agents. The client increased its fraud team size and expects annualised savings of £1.6m. The process now finds real fraud cases missed by manual checks. The approach brings greater consistency to fraud detection.
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Davies' E-claim digital solution cut claim lifecycles almost in half for a global insurer. 95% of policyholders used the system,... showing strong adoption. Call-to-claim ratios dropped by 33% after E-claim launched. Customers could register and manage claims online, improving satisfaction. The insurer saw a clear boost in customer experience and faster claims processing.
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Davies forensic experts GBB helped Direct Line Group investigate a suspected fraudulent insurance claim. The claim involved a reported collision... and a £39,750 settlement request. GBB's forensic engineers analyzed both vehicles and found no evidence of impact. Their investigation proved the claim was fraudulent. The offenders were prosecuted and sentenced. This case highlights the value of forensic investigation in insurance fraud detection.
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Davies Property Claims team in Hanley used claims management and fraud detection to investigate a £2,565 road bike claim. The policyholder submitted... a photo as evidence, but the claims handler found the photo's metadata showed it was taken two years before the alleged incident. This discovery led to the claim being rejected. The case highlights the importance of digital evidence analysis in insurance fraud prevention.
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Davies' Impact Solutions team reviewed two bridge parapet damage claims. The team used insurance industry expertise to question high costs... and compare sector pricing. Their investigation found that full renewal was not needed for either claim. This saved clients 63.5% and 50.3% of the original costs, totaling £60,000. The case highlights cost containment and claims management in insurance.
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Davies used its claims management expertise to help resolve a cavity wall insulation claim. The claimant reported damp damage nearly... two years after installation. Davies' adjuster referenced legal precedent and the definition of damage. The court found no evidence of damage at installation, so the appeal was dismissed. This shows Davies' deep knowledge of historic CWI claims and insurance claims solutions.
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Davies forensic engineering team investigated a suspicious motor collision claim for the City of London Police's Insurance Fraud Enforcement Department. The claimant reported... a crash involving high vehicle occupancy, which raised red flags. Investigators found the third party's identity was stolen and the collision was fabricated. The claimant was jailed, and the insurer saved £27,268. This case highlights the value of forensic claims investigation in insurance fraud detection.
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Davies delivered training to Boots to help balance call handling times and customer experience. They identified ways to cut call... durations in half while keeping service quality high. After training, advisers improved their average handling times right away. Boots saw average talk time drop by about 60 seconds. Consistent handle times of around 5 minutes were achieved across teams. Weekly meetings now help keep performance on track.
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Davies delivered a two-day interactive sales training course for Argos live chat agents. The training focused on building confidence, improving... conversational skills, and advanced selling tips. Argos agents learned to help customers buy and offer alternatives. Delegates reported increased confidence and rated the training highly for structure and relevance. The program aimed to boost sales through better customer service.
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Davies provided a Florida-based senior multi-line claim adjuster for ABC Fine Wine & Spirits. ABC wanted a boutique TPA for... a long-term partnership and consistent claims staff. Davies helped reduce workers’ compensation medical only claims duration by 31%. They cut lag time by 40% and improved the closing ratio by 44%. ABC saw a continued drop in annual claims frequency and lost time average incurred.
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Davies delivered new reporting tools for a major retailer. The client had little insight into its contact centre and could... not predict call volumes or customer behavior. Davies created reports that gave actionable insights and supported better training. The effort needed to generate reports dropped by 40%. Frontline teams now use the data to improve customer experience.
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Davies used a speech analytics platform for a leading retailer. The marketing team wanted to get more value from customer... interaction data. Davies built a text analytics lexicon for the marketing department. In six weeks, the retailer got insights on what drives customer satisfaction and dissatisfaction. The company reduced spending on outsourced market research. The product team used the insights to improve products and satisfaction.
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Davies delivered advanced chat skills training for NEXT’s customer advisors. The program focused on five C’s to boost advisor performance.... Training included interactive workshops, real chat scenarios, and a train-the-trainer session. NEXT’s team found the course fun, engaging, and practical. The training left NEXT able to continue delivering the program independently. Sessions supported teams in both the UK and Pune, India.
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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 provider also saw a 20% decrease in average claims costs. These changes increased settlement efficiency and improved claims management.
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Davies used its data capture and reporting services to help a leading UK haulier cut third party claims costs. The haulier wanted... to reduce claims, repair, and downtime by at least 25%. Davies identified repeat offender drivers and high-risk routes using technology. The result was a 30% reduction in claims spend. This improved claims management and risk control for the transportation sector.
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Davies Claims Solutions helped a leading logistics and transport supplier improve driver awareness of third party intervention obligations. The team created... accident reporting protocols, branded bump cards, and claims communication packs. They supported these with road shows and policyholder-level compliance data. This approach aimed to boost third party capture rates and control claims costs. The solution focused on claims management and compliance in the transport sector.
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Davies helped Stagecoach South Depot shift its culture from just focusing on bus punctuality to improving customer experience. Davies visited all... depots, spoke with staff, and designed sessions to boost CX skills. After a few months, the NPS score increased by 29 points. Staff now see the value in service culture and feel excited about the new direction. The project focused on all levels, from directors to frontline staff.
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Davies transformed the onboarding programme for a major Canadian financial services group. The client needed to cut induction time by... 25% and reduce speed to competence from 9 months to 3 months. Davies delivered a tailored solution after a needs analysis and collaboration with operations and learning teams. Results included 0% attrition in training, a 10-point NPS improvement, and a 50-second reduction in average handling time.
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Davies delivered a customer web chat training programme for Skipton Building Society. The goal was to help advisors match the... brand's tone and language for a mature, professional customer base. Davies focused on spelling, grammar, and proofreading to bridge the gap between younger advisors and older customers. Delegates rated the programme between 90% and 100% satisfaction. Skipton described the training as engaging, informative, and relevant, and used it to develop a quality strategy and new recruitment process.
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Davies used speech analytics to help Manulife improve contact centre performance. The team analyzed over 2.1 million calls in six... weeks, classifying them by type and identifying key issues. The analysis showed many calls were about password resets. Davies provided clear reports and insights, leading to targeted coaching and team training. Manulife used these findings to guide decisions and improve customer service.
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Davies delivered three key learning programmes to help Affinity Water improve customer experience. The project included train the trainer sessions... for external partners, a complaint handling programme for the Directors’ Office, and internal training for the company’s own team. Participants rated all aspects of the training between 90% and 100%. Davies also enabled Affinity Water’s team to use the training content for future refresher courses. This work supported Affinity Water’s goal to be the UK’s leading community-focused water company.
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Davies delivered a training programme for a green energy supplier to help support vulnerable customers. The supplier wanted staff to... better identify and assist customers in difficult situations. After the programme, 87% of participants felt very confident using their new skills. There was a 66% increase in vulnerable customers invited to sign up to the PSR. Staff became more aware of vulnerability and could identify it during conversations.
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Davies' digital learning platform helped a major utility provider improve knowledge retention. The company faced challenges tracking employee learning and... measuring training impact. The platform provided detailed insights into individual learning and overall effectiveness. 75% of staff regularly engaged with the platform. The solution delivered clear benefits across key performance indicators.
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Davies Learning Solutions helped Sophie Beasley advance her career with the Team Leader Level 3 apprenticeship. She received strong support... from a coach and a CMI tutor. The program included access to the CMI hub and management direct. Sophie found the transition to online coaching smooth. She gained valuable management skills she uses daily.
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Davies Learning Solutions helped Laura Oliver complete her Business Administration Level 3 apprenticeship. Laura chose this path to keep learning... while working. She received strong support from her coach and line manager. Monthly coaching visits and regular feedback made learning easier. Laura could apply new skills at work and felt supported throughout her 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 build management skills and confidence. Davies provided strong coaching and tutoring, making it easier for Hannah to balance work and study. She credits the program for opening new career opportunities and developing both knowledge and leadership behaviors.
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Davies automated manual processes for Caerphilly County Borough Council. The Supporting People Team faced repetitive tasks and double keying, taking... time from helping vulnerable residents. Davies implemented automation for invoice payments and case referrals. This freed up 110 hours per week and ensured prompt, accurate payments. Staff now focus more on community support and wellbeing.
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Davies used Robotic Process Automation (RPA) to help a large UK government agency clear a backlog of 1. 25 million transactions....They implemented Azure Cognitive Services to read handwriting and automated nearly 285,000 transactions in 8 months. 96% of cases were processed successfully, with 98% record accuracy. The solution let staff focus on higher-value work and reduced manual errors.
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Davies reviewed a local council's £43,115 bridge parapet repair claim. Their team found the claim excessive and challenged non-visual defects... not in the adjuster’s report. Using deep expertise in vehicle restraint systems, Davies negotiated a fair settlement. The final payout was £24,777.99, over 40% less than the original claim. Their claims management skills led to a significant reduction in costs for the council.
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Ember worked with a consumer services company to improve leadership skills for sales team managers. They found leaders had different... confidence levels across seven key competencies. Ember created seven custom courses with engaging visual content and rich media. The program balanced sales and compliance needs in a regulated environment. The solution focused on tailored learning and sustainable leadership development.
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Davies supported Mr & Mrs Perry after a serious brain injury occurred at a birthday party involving a bouncy castle. The case focused... on supervision and duty of care, with the court finding the defendants breached their responsibilities. Davies provided legal and claims management expertise for this complex casualty case. The outcome set a precedent in liability and risk management for consumer events.
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Keoghs abuse team supported Barclays Bank plc and its insurers in a major group action. The case focused on whether... the bank could be liable for assaults by an independent contractor during pre-employment medical exams. The Supreme Court heard the case in November 2019, with judgment pending. The outcome may impact liability rules for actions by independent contractors. Legal solutions and claims management were key parts of the support.
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Davies helped Kent Reliance, a building society, reduce customer complaints by 51% in six months. They launched a real-time customer... feedback strategy and created a listening framework for branch and contact centre transactions. The program measured performance across locations and products, enabling fast responses to dissatisfaction. Within three years, customer satisfaction rose to 85.8% and sales trebled. This case highlights customer experience transformation and multi-channel feedback in banking.
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Davies helped a residential care facility with an employee injury claim. The employee said a faulty bed caused a back... injury. Davies found the cause of the injury was unclear and disputed the claim. Their evidence showed the bed was not at fault. The claim was dismissed. This case shows how strong evidence and strategy can help in insurance claims for healthcare providers.
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Davies delivered a training program for Spire Healthcare to improve telephone call handling and patient experience. The solution included classroom... courses on telephone customer service, face to face communication, and coaching skills. The pilot started in Liverpool and expanded to 39 hospitals across the UK. Staff feedback was very positive, with team leaders and receptionists reporting better customer care skills. Spire Healthcare saw improved customer experience and staff engagement from the training.
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Davies delivered a new call quality framework for Autoglass. The team did on-site analysis, call listening, and focus groups to... find ways to boost sales conversions and cut repeat calls. They designed creative training and a resource guide for advisors. The project ended with a handover to the internal learning team. Autoglass now has better call standards and a platform for balanced feedback across all KPIs.
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Davies Special Investigations helped a vehicle hire company investigate a suspicious Rolls Royce Ghost insurance claim. The claim involved a... reported accident with unclear details and a high payout request. Davies' team found links between the claimant and the repair facility, raising concerns. Their investigation led to the claim being repudiated. This saved the client over £130,000.
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Davies delivered a development centre programme for Bupa. They ran a needs analysis to understand manager skills. Davies designed leadership... challenges and group activities to assess competencies. Senior leaders and Davies assessors worked together to evaluate participants. The programme helped upskill assessors and align leadership skills with business needs. The process aimed to ensure measurable outcomes and return on investment.
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Davies Claims Solutions helped a well-known health and sports club operator after a gym member was injured by a faulty treadmill. The adjuster found... the treadmill was leased, with maintenance by the supplier, but the client had to inspect it twice daily. CCTV and employee statements proved inspections were done. An expert showed the belt failed suddenly due to a supplier error. The client was released from the case and got back a large part of their legal costs.
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Davies managed a complex third-party property damage claim for the insured party in the construction industry. The claim involved a... failed roof on a new building, with damages initially over £800k. Davies' expert loss adjuster helped reduce the settlement to £235k. All parties agreed to the settlement three days before court. The client secured a 3-year contract extension with their insurer due to Davies' support.
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Davies helped a TV production company support an employee after a workplace injury. The injured extra, an elderly woman, suffered... a leg fracture on set and faced complications due to other health issues and the Covid-19 pandemic. Davies arranged early rehabilitation, coordinated medical assessments, and provided daily care and meals. The team also reviewed benefits and achieved a settlement of the claim. This improved employee experience and claims management for the entertainment industry.
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Keoghs used Davies' legal solutions in the McBride v UK Insurance case. The case involved a high performance Jaguar damaged... in an accident, leading to a claim for £40,215.11 in hire costs. The court awarded £19,980 for 74 days hire after reviewing evidence from both parties. Keoghs succeeded in having the appeal dismissed, supporting their long-held view on separating core rates from add-ons. This outcome is significant for the credit hire and legal services industries.
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Davies helped Samaritans select a new learning management system. The old system was outdated and unreliable. Davies ran workshops with... staff and volunteers to gather needs. They built a list of requirements and managed the RFI and RFP process. The new LMS integrates with Samaritans' IT systems and supports the 'There for Everyone' programme.
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Davies helped Three boost its customer operations by empowering team leaders to deliver training and coaching. Team leaders delivered 98%... of all training and earned a 4.8 out of 5 score from their teams. Three saw an 8 point rise in NPS, an 11% increase in customer satisfaction, and an 8% efficiency gain. The program built a strong skills development culture in Three's contact centers. Customer experience and employee engagement improved quickly.
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Davies Claims Solutions helped Pike County School District improve workers' compensation and property and casualty claim programs. PCS saw a... 37% reduction in medical only claims duration and a 32% reduction in lost time claims duration. Casualty claims duration dropped by 61%, and property claims duration fell by 82%. The district achieved an 85% average P&C claims closure rate over five years. Davies provided local, accessible claims management for PCS's K-12 schools.
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Davies investigated a trip and fall claim on a client's property. The claimant said they fell because of damaged floor... tape. Davies reviewed CCTV footage and found no evidence of damaged tape or that it caused the fall. Based on this evidence, Davies denied liability for the claim. The case was prepared for closure after the investigation.
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Davies created a 'sales through service' chat programme for Simba, a mattress company. Simba wanted to improve its digital customer... communication, mainly through live chat. Davies analyzed their chats and found too many sales phrases and a lack of conversational tone. The new training led to fewer unnecessary discounts and made staff feel clearer and more confident. Simba also improved efficiency while keeping customer satisfaction high.
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Davies Claims Solutions helped Givaudan, a Swiss manufacturer, manage about 40 active workers’ compensation claims. Givaudan wanted top TPA service... and better outcomes for injured employees. Davies provided five claim adjusters across three regional offices and introduced the myHealthDoc tool for clear next steps. Results included a 61% reduction in lag time, 70% increase in claim closure rate, 49% reduction in claims duration for medical only, and 32% reduction for lost time claims.
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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 with customer service, brand, and systems skills. Attrition dropped to 10%. Learner engagement rose by 70%. Speed to competence improved by 7 weeks. KPIs are now met more often. A digital learning platform checks knowledge daily with quizzes.
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Davies helped a client facing a legal challenge after a visitor was injured in a rented property due to a missing handrail. The client was... accused of not meeting safety regulations. Davies proved the client was fully compliant with all safety rules. The claimant dropped the case. The client saved £900,000 as a result.
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Davies conducted a learning needs analysis for Halfords. The team worked with Halfords' in-house learning department to review training for... new recruits in the customer support centre. They identified ways to create a more structured learner pathway. Davies delivered a step-by-step proposal so Halfords could implement the new learning strategy themselves. The result was a detailed plan with clear outcomes and recommendations for better operational results.
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