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22.11.2018

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    Davies Connect

    Davies Group

    Davies Connect allows customers to track their insurance claim digitally. It helps customers take back control and feel reassured, at a time when their homes are turned upside down by unexpected leaks or flooding. They always know what is happening with their claim and how we are helping them.

    What customer problems did you set out to solve?

    We recognise that many policyholders feel negatively about insurance companies and the claims process in particular. They feel as though they are being left in the dark, so they waste valuable time chasing the insurance company for updates; they are also confused by jargon and don’t understand the claims process which causes more frustration when something goes wrong. After assessing our internal complaints statistics, speaking to our claims assessors and our Policyholders we decided to create a digital claim tracker that breaks down exactly what's happening throughout the whole claim process

    What differentiates your proposition from other offerings in the market?

    No other insurance provider has digitised their end to end claims process so that customers are never left in the dark. We are the first to create a pass in Apple Wallets that enables a Policyholder to view their claims process (real time) from start to end - giving them control without any hassle, no sign ups, no installation – it’s just simple and efficient.

    We want to move away from jargon and talk in a language everybody understands. As Davies Connect develops we will begin to focus around the vulnerable and how we can assist and give them the relevant support whilst using Davies Connect such as voice control, utilising the correct colours and text and hopefully in the future including a braille keyboard.

    How have you proven that your concept has potential for impact?

    We have taken a customer-led approach from the start of this project and constantly involved customers throughout the design process.

    After understanding the customer needs and creating the initial concept of the claim tracker, we tested it with customers to find out how they wanted it to work. As design of Davies Connect continued, we made sure to solve for all the pain points Policyholders told us about, and incorporated the features they told us they wanted to see. We created a prototype, which we tested with more Policyholders and we are now preparing for a live launch of the tracker.

    Where do you see this proposition in 12 months’ time?

    We plan to roll out across more claim types and across iPhone and Android so a wider range of our Policyholders can access a more transparent way of tracking their claims with us. We also plan to build new features: live chat, an appointment scheduler, insurance document storage and much more.

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