Following their sponsorship at the 2024 Modern Claims Awards, Modern Insurance Magazine sat down with Leon Moye, Co-Founder at DITO Business Solutions, to discuss DITO’s tailored outsourcing solutions, their good news stories and industry predictions.

Q. Hi Leon, thanks so much for your time today! Let’s start by talking about DITO Solutions. What do you do, and how do you tailor this for the insurance/claims industry? 

A. Thanks for having me! At DITO Business Solutions, we focus on providing tailored outsourcing services for tasks that require human intervention, with solutions specifically designed for the claims and insurance industry. By combining the strengths of our UK infrastructure with the cost efficiencies of our Cape Town offices, we offer a hybrid outsourcing model that ensures exceptional focus on delivering high-quality results.

Having spent years working in the claims sector, I saw firsthand the gaps in service when businesses outsource, and I knew we could improve that. We’re not just a call center; we offer fully integrated support across claims handling, customer service, and operational processes. What sets us apart is our deep understanding of the claims journey, and we work closely with each client to make sure our team is an extension of theirs. We don’t just plug into their operations; we partner with them to enhance efficiency, compliance, and customer experience.

Q. So, tell us how you got into outsourcing!

A. Outsourcing came into my life while I was Managing Director at Gladstone Brookes. We relied on outsourcing for some key business functions, which gave me a firsthand look at both the challenges and opportunities. We established a fantastic relationship with a team in Cape Town, where I spent time training and collaborating. It became clear that the combination of UK-based expertise with overseas operational support had the potential to create something truly special. That’s where the idea for DITO was born – we saw a chance to not only streamline operations but to create a model that truly aligns with the needs of UK-based businesses in the claims industry.

Q. You recently sponsored our ‘Supporting the Industry’ Award at the 2024 Modern Claims Awards. Can you share why this was so relevant for you?

A. Sponsoring the ‘Supporting the Industry’ Award felt like a perfect fit for us. At DITO, our mission is all about support. We understand the pressure that claims and insurance businesses are under, and we see ourselves as enablers – helping these companies stay agile, responsive, and customer-focused. This award aligns with our core values of collaboration, innovation, and driving positive change in the industry. Supporting those who support others is what we’re about, and this recognition reflects our commitment to elevating the whole industry.

Q. Have you any good news stories or testimonials to share with our readers?

A. We work with various businesses in the industry, which you can see by visiting our website. With regards to a specific example, one that comes to mind is a project we undertook for a major claims management company. They were struggling with processing delays, and customer satisfaction was taking a hit. After partnering with us, not only were we able to streamline their operations, but we also improved their complaint-handling process and reduced call response times dramatically. The client saw a significant uptick in positive feedback from their customers, and they credited our team’s expertise and dedication for the turnaround.

Q. Make a prediction for the industry in 2025!

A. We’re already seeing automation, AI, and data analytics making their mark, and I think the industry will continue to embrace these tools. However, technology will need to be balanced with the human touch – particularly in claims handling, where empathy and understanding can’t be replaced by machines. The businesses that get this balance right will thrive, so we’re positioning ourselves at the forefront of this shift at DITO, combining innovative tech with our human-first approach to service.