Customer Care

Our Customer Care package is another simple, yet powerful innovation to come out of the Lab, designed to enhance the customer journey. It combines three key innovations to help clients through the entire claims process.

Customer Care Package: Explainer Videos

Being involved in a litigated claim can be a daunting process. Part of our Customer Care package, the suite of 30 easy to follow animations, de-mystifies the claims process for claimants, defendants and witnesses, including bespoke videos for each UK jurisdiction.

At each corresponding stage of the litigation process, insurer’s customers or witnesses to a claim are sent a link to a relevant animation by SMS (where opted-in). The animations are sent to customers ahead of any further documentation or correspondence being issued, meaning recipients feel informed and prepared at every stage of the claims process.

We also include QR codes and URL links to access the animations within our correspondence with customers, making them accessible across multiple mediums to watch and re-watch as necessary.

Customer Care Package: E-Sign

E-Sign, a part of our Customer Care Package, provides the ability to send, review, and sign documents electronically. With a simple click of a button or tap of a mobile screen your customers, colleagues or witnesses to a claim can review, sign, and return a document with ease.

Customer Care Package: SMS Service

This simple digital claims innovation helps to drive efficiencies in case handling by preventing avoidable delays and reducing lifecycles, whilst at the same time improving the service that we provide to our clients, their colleagues, customers and witnesses.

Experience tells us that communications to a personal email account often go unread. However, 95% of people read a text message within 3 minutes of receiving it, and typically respond 90 seconds after reading. It’s this level of engagement which inspired us to develop an outbound SMS (text messaging) service, which is accessible direct from our case management platform, and which supports our lawyers and claims handlers in communicating with our clients, their colleagues, customers and witnesses in a modern and convenient way

If you would like to know more about our Customer Care package and how it can help to reassure and support you or your customers when exposed to claims litigation, we welcome you to get in touch. Alternatively, if you’re feeling inspired and want to work with Innovations Lab on an idea or process of your own, please get in touch to find out how we can help you or your customers.

If you would like a demonstration of the animations please contact us at

Customer Care Key Contacts

Who we are

Why choose DAC Beachcroft?

We’re a broad-based commercial firm serving a wide range of sectors with a strong heritage in insurance,
health and real estate. We combine excellent legal skills and cutting-edge delivery expertise to design
solutions that fit the needs of our clients – often involving clever uses of technology.