About the Client

Domestic & General is a leading provider of extended warranties and aftercare services for appliances and home systems across the UK. Their operation is extensive, supporting thousands of customer visits every single day through a large, distributed workforce of engineers. Their focus is on keeping households running smoothly by ensuring appliances are repaired quickly and efficiently.

The Challenge

Engineers on the ground frequently encounter situations where a repair might not be covered under a customer’s insurance plan. Although governance was strong, historically, capturing the specific details needed to confirm that a repair was not possible, was inconsistent. Engineers often had to pause work to contact central teams for answers or leave the site without a definitive resolution, leading to delays and the need for repeat visits.

Reliance on disparate systems made auditability difficult. Without a standardised way to capture evidence at the point of inspection, ensuring consistent compliance with Consumer Duty regulations was challenging. The lack of real-time data also meant slower reporting and reduced visibility into the root causes of coverage disputes.

The Solution

Domestic & General adopted Visibly Forms to bridge the gap between field engineers and central decision-makers when a repair may not be covered under the customer’s insurance plan.

The process using Visibly Forms is simple: When an engineer identifies a potential coverage issue, they complete a structured "coverage check" form on their mobile device. This guides them to capture all required information consistently, including photos and contextual notes.

This form is submitted instantly to the central team, who can review the evidence in real time and provide clear guidance while the engineer is still in the customer's home.

The Results

The implementation of Visibly Forms has brought about significant efficiency gains and strategic benefits for Domestic & General. From an operational standpoint, the system enables real-time resolution, with the average time from form submission to central team review now taking less than two minutes. This rapid process has contributed to a 43% reduction in the handling time required by central teams for each case. Adoption of the new process has also been extremely high, with 94% of coverage-check forms fully completed and 97% of engineers able to use the system confidently without any formal training.

Beyond immediate workflow improvements, the business has seen broader positive outcomes. All potential non-coverage decisions are now captured through a standardised, auditable process, which has significantly strengthened the company’s alignment with Consumer Duty compliance requirements. Customer confidence has also benefited, demonstrated by a 22-point improvement in confidence scores for visits that involve coverage clarification.

Additionally, Domestic & General has achieved a 27% reduction in avoidable follow-up visits, a direct result of more complete and timely information being available during the initial service visit.

Why It Matters

For Domestic & General, the shift to Visibly Forms was about empowering engineers with real-time support, reducing uncertainty for customers and eliminating wasted time for their workforce. From faster decision-making to reduced repeat visits, Visibly Forms has not only streamlined operations for Domestic & General, but ensured that customers receive fair, prompt answers and engineers can work more confidently and productively.