We’re Finalists at the Insurance Times Claims Excellence Awards!
We like to do things differently at DCL, so landing finalist spots in four Insurance Times Claims Excellence Awards categories feels exactly on brand.
We're pleased to share that we are finalists for Claims Service of the Year, Claims Team of the Year, Claims Achievement Award and Claims Mitigation Strategy of the Year - A line‑up that shows how our teams, brokers and policyholders keep raising standards with clear communication, sharp insight and proactive claims handling.
Here's a little insight into how our claims team are challenging the norm, raising the standard of claims, and delivering better outcomes and experiences for brokers and policyholders.
A Fast, In‑House Claims Team
Our in‑house team includes 109 claims professionals, and we manage more than 10,000 claims each year. Many MGAs aim to deliver fully in-house claims handling; few truly achieve it. DCL’s specialist claims team owns the entire process end-to-end, enabling rapid decisions, early intervention and disciplined cost control that directly benefits customers. We work closely with underwriting and actuarial colleagues, which keeps decisions fast and aligned.
The Importance of Early Reporting
We encourage immediate roadside reporting for every incident. Our 24/7 FNOL line, telematics alerts and ongoing education of the importance of early roadside reporting with brokers and policyholders helps to slash FNOL times, ultimately saving on time and money for our policyholder, as it ensures we can:
- Avoid uneccesary credit hire costs
- Make fast liability decisions
- Reduce fraud risks.
Quarterly Claims Reviews That Drive Prevention
Our structured quarterly claims review meetings form a core part of our support model. In 2025 alone, we held 476 structured reviews, including 389 quarterly meetings. We examined 26,764 claims and worked with 334 policyholders and 453 brokers. These sessions create clear, open conversations about trends and driver behaviour. They also help fleets understand our process and adopt preventative actions.
A Transparent Broker Portal
We strengthened our Broker Portal in September 2025. The platform now gives brokers access to real-time claims details, including reserves and a live tracker. Brokers can now administer their own vehicle adjustments with PANs and certificates generated instantly. Brokers are currently completing more than 4,000 claims searches each month as DCL’s Broker Portal becomes a genuinely embedded part of their day-to-day servicing model.
Partnerships That Strengthen Performance
Informed customers mitigate risk more effectively. Through Claims Clinics, reviews and continuous dialogue, we educate brokers and fleet managers on:
-The economics of credit hire.
-Litigation risk management.
-The financial impact of early notification
Our willingness to sit around the table with brokers and fleet clients, openly review live claims and challenge incurred positions constructively is something we pride ourselves on. We don't shy away from difficult conversations and will always be clear about the economics of claims decisions.
Standing as finalists in four categories for the Claims Excellence Awards highlights the strength of our partnerships and our commitment to service and we look forward to the award ceremony in June!
