Davies presents next generation customer service solutions amid industry challenges facing brokers at BIBA 2023

20th April 2023

Davies, the leading specialist professional services and technology business serving insurance and highly regulated markets, will present its next generation of customer service solutions, developed for the customers of tomorrow at BIBA 2023.

Amid impending regulation changes such as the FCA’s Consumer Duty, and against a backdrop of skills shortages across the sector, the insurance community is facing a serious challenge to provide digital, automated customer service solutions that will keep up with the demands of the customer of the future.

Following the firm’s increasing investment in automated technology and artificial intelligence (AI) research and development, Davies will present its end-to-end customer service offering to help insurers and brokers attract, engage and retain consumers to ensure their business stays ahead of the game.

Davies experts will be on hand at stand B60 to demonstrate some of its market leading customer service offering, incorporating its most technologically advanced claims and legal solutions, its MGA/Broker Launch and Host platform, data and speech analytics as well as resourcing and learning solutions.

Launched last year and on display on the Davies stand, E-claim is an end-to-end digital automated claims management tool that offers a simple, flexible and convenient process for customers. An online portal that integrates seamlessly into insurers’ own platforms, E-claim automates the claims handling process by allowing customers to submit their claims, check policy coverage, upload documents, pay any excess due, view a settlement offer and provide details to receive payment digitally – all without the need to speak to an advisor – 24 hours a day, 7 days a week. Built using modular technology which allows the customer to flip seamlessly between calling an advisor or using the digital platform at any point, E-claim firmly places the choice in the customer’s hands and has reduced claims resolution time by 70%.

Also available for demonstration on the Davies stand during the BIBA conference is Davies’ advanced analytics tool that enables insurance clients of all sizes to see claims reporting dashboards in near real-time. The platform allows clients to visualise trends, prepare for surge events, identify potential fraudulent claims and even informs underwriting decision making.

Other innovative customer service solutions across the business on display at the Davies stand include Bedrock, Davies’ reporting platform to view and analyse customer experience data. By using insight reports to drill down into the finest detail, the Bedrock platform provides custom data on what customers are saying to enable clients to prioritise areas of frustration quickly and easily.

Over the past five years Davies has increased its investment in innovation and digital transformation more than fourfold in response to market challenges, increasing regulation of the sector and growing consumer demand for advanced customer service solutions.  With dedicated in-house research and development teams across its specialised divisions, Davies’ has brought innovative tools to market for broker and insurer clients to enable them to stay-ahead with next-generation customer service for tomorrow’s customers.

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