Neovia Logistics has cut customer claims by 40% after introducing a video-based verification process for BMW Group UK parts orders in Northampton. The system links order scans from the warehouse-management system with footage of the relevant packing activity.
BMW requested the change during a contract renewal, seeking evidence that could be retrieved quickly whenever a customer disputed a delivery. Neovia implemented Octave Coda Video Insight through security partner Meridian CCTV. The deployment built on an existing network of 160 cameras managed with Octave Coda Video.
Sixty-five cameras cover the ground-floor and mezzanine packing areas. They record continuously and retain footage for 30 days. When a packer scans the barcode on an order label, the warehouse system records the event. The order information is synchronised with the video once a day, allowing staff to locate the packing sequence and compare it with the original order.
In the first four months after the system went live in December 2025, Neovia successfully disputed more than 370 claims that parts had not been received. The company says new claims are also declining as the process becomes clearer for customers and warehouse teams.
If a claim is rejected, Neovia can export and redact the relevant footage in its video-management software before sharing it in line with UK data-protection requirements. Customers have 14 days to challenge the decision.
The project has delivered an operational benefit beyond claims handling. Video identified cases where correctly picked and labelled orders were placed in the wrong dispatch tote. Neovia now uses the footage for staff coaching and process improvement. The UK implementation is being shared as a model for automotive claims management across Europe, North America and Asia.
