Meet the Policyholders: Relay Technical Transport’s Journey with DCL

At DCL, long-term partnerships go beyond transactions. Over time, we understand your business better, you understand how we work, and together we’re able to make better decisions that support growth.  

Meet the Policyholders puts the focus on the people behind our policies, showcasing how specialist cover supports real businesses in their day‑to‑day operations. 

In this edition of Meet the Policyholders, we spoke with Relay Technical Transport, specialists in transporting delicate and high‑value electronic equipment, to explore their experience working with DCL over the past decade. 

A Partnership Built on Trust 

We spoke with Daniel Rangecroft, Sales Director at Relay Technical Transport, to understand how the business first discovered DCL, what stood out about our approach to fleet insurance, and why reliability and strong claims handling are so important to them. 

When asked about how Relay first discovered DCL, Daniel explained: 

“We did some market digging, it’s a huge spend for us, insurance, so we were digging around 10 years ago now and we were introduced to you, and we’ve been with you ever since.” 

Discussing what stood out about DCL’s services, he said: 

“There were some real improvements in terms of, I think, the processes we were following with DCL, how we are able to monitor claims, it was a far more real time process. We weren’t finding out [about claims] months or quarters down the line… with you guys is a much more hands on… we are far more aware on a daily basis what’s going on.” 

On the importance of reliability and reputation, Daniel added: 

“How our partners perform reflects on how our customers perceive us. Claims you handle on our behalf sets our reputation with customers or members of the public that come across us.” 

Roadside Reporting Made Simple 

Effective roadside reporting relies on drivers feeling clear and confident the moment an incident occurs. Relay have taken a proactive approach, ensuring their team understand the process and can act quickly at the scene. This clarity helps minimise disruption, speeds up communication, and ensures incidents are handled consistently across the fleet. 

We spoke with Tom McMahon, Operations Director at Relay Technical Transport, along with members of the Relay team, to understand how effective roadside reporting supports both drivers and the wider business when incidents occur. 

Tom highlighted the importance of having clear procedures in place in the event of an incident: 

“DCL have incorporated a very good process, let’s say in the unfortunate event of a road traffic accident happening, then our crews nationwide have been instructed to use the bump card.” 

Relay staff then explained how the process works in practice. 

One member of the team shared: 

“We get a bump card in the manifest every day and obviously you pass all that information onto anyone you’ve bumped into.” 

Support Through Every Challenge 

Tom reflected on how DCL supported Relay during major changes: 

“You’ve already been supporting us for the past 10 years, the business has changed a lot within that period, covid, we went from 100% usage to 10% in the space of a few days, and then as business started to come back, we put them back onto cover, so you guys were there to support us all the way through.” 

What Makes DCL Different? 

On recommending DCL to others: 

“The overall level of service and with the depth of the relationship we have, with some of your key managers within DCL they’re not just there to assist you, they’re there to help you, there’s a common goal there and more importantly they work with you.” 

On the biggest benefits: 

“I very rarely met or discussed anything with our previous insurer, I know personally the guys at Chelmsford that deal with everything and it’s the case of nothing’s too much for them… it’s nice to know them, Steve or Lucy or whoever it may be, ‘can you help with this?’ ‘yep no problem Tom we’ll get on it’.” 

Quarterly Claims Reviews 

As part of DCL’s service offering to all policyholders, quarterly claims reviews provide a structured opportunity to review all live and historic claims in detail. These sessions bring together a clear summary of current claim status, progress updates, and any outstanding actions, allowing both teams to discuss developments, identify trends, and share any new information that may have emerged since the initial incident. 

Reflecting on the value of these reviews, Tom commented: 

“It’s great to have that summary, the guys send over all the information, where we’re at, where it stands and the progress of it and then we can discuss if there are any points to discuss… it’s great to have that overall view and if there’s anymore information to be gathered or given then, it’s great, because sometimes when an accident does happen you get the initial information but then more information comes to light after the fact.” 

Tom also explained how these reviews support better long‑term outcomes by keeping a close eye on claims performance and cost management: 

“We monitor extremely closely and again it’s not just the number of claims; it’s the value of claims and we’re very conscious of the fact that as well, and obviously that’s a huge part of a renewal premium. So, the less we claim against you the less you’re going to charge us at renewal so it’s a two-way street…” 

Looking Ahead 

Relay Technical Transport’s story shows how collaboration and trust can make a real difference. For over a decade, DCL has supported Relay with proactive claims management, clear communication, and a shared commitment to excellence. 

As Relay continues to grow, this partnership remains focused on doing more than simply providing cover, it’s about supporting confident decision‑making, protecting reputation, and working together to achieve better outcomes, now and into the future.