It's something our Head of Third Party Claims, Sian Davies, sees first-hand at Admiral. 

We caught up with Sian to find out more about her role, her passion for road safety and why dashcam footage has been such a game changer for claims.

Sian, tell us about your role at Admiral.

I'm the Head of Third Party Claims at Admiral. I look after teams of people who help customers when they need us most, after an accident. Our teams look after claims where responsibility for an accident is either accepted or disputed, so a lot of our work is about investigating what happened and making sure we get the right outcome for our customers. My job is to make sure we're providing a fair and supportive claims service, while continually looking for ways to improve the experience for our customers.

Tell us about your career in claims.

I've spent my whole career so far in claims and have been fortunate enough to see almost every aspect of it, from handling everyday accidents through to large loss cases involving life-changing injuries. Those cases have taught me just how important the claims process can be for people and their loved ones. I've always loved the variety because every claim has its own story and every customer has different needs. I've moved from handling claims myself into leading larger teams, but my motivation has stayed the same: help people, solve problems, and make sure customers get the support they need when they need us the most.

Why are you passionate about road safety?

Road safety affects every single one of us. Whether you're driving, cycling, walking or travelling with your family, we all want to get where we're going safely. Most of us don't set out expecting to have an accident that day, we just want to get from A to B and get home safely to the people we care about. Through my role, I've seen first-hand the impact that collisions can have, and anything that encourages safer driving and better accountability on the roads, and ultimately protects people and their families from harm, is a positive thing for everyone.

How has dashcam footage helped?

When an accident happens, people can have different recollections of what took place, especially if it's been a stressful experience. Dashcam footage gives us an independent view of what happened. That reduces disputes and, most importantly, helps us get the right outcome for customers.

It means we can better support customers when they're not at fault and offer challenge when the evidence doesn't support a claim. Ultimately, it's helped us deliver faster, fairer outcomes for our customers, and that's been a real game changer.

How do you feel when justice is achieved?

It's one of the best parts of the job. You can hear the relief in a customer's voice when they've spent time worrying about being blamed for something that wasn't their fault. Knowing you've helped uncover the truth and achieve the right outcome is incredibly satisfying.

What's the most rewarding and the most difficult part of your job?

The most rewarding thing is knowing that we've helped someone during what is often a really stressful period in their life. Whether it's recovering their losses, protecting their no-claims bonus or simply giving them peace of mind, those moments matter. The most difficult thing is that accidents can sometimes have a significant impact on people's lives. Balancing empathy for everyone involved whilst remaining objective and evidence-led is one of the biggest responsibilities we have.

Watch Dashcam Justice on BBC One

Sian shares her insights on BBC One’s new 12-part series, Dashcam Justice. Through compelling case studies, expert insight and practical advice, the series also shows viewers how to make the most of dashcam technology and keep safe from scammers.