Specialist Insurance Broker
A UK specialist insurance broker transformed their operations with SwiftCase, managing millions of policies across taxi, car, fleet, and commercial vehicle insurance with integrated premium finance solutions.
About This Organisation
This UK specialist insurance broker offers comprehensive coverage across multiple vehicle types and customer segments. As part of a larger insurance group, they provide end-to-end insurance solutions including integrated premium finance services.
Their product range spans private car insurance, commercial vehicle coverage, taxi and private hire insurance, fleet policies, motor trade insurance, and specialist young driver products.
Operating multiple brands across the UK, they serve customers through direct channels, comparison websites, and a network of regional offices—all managed through SwiftCase's unified operations platform.
Insurance Products Managed
The Challenge
Managing a high-volume, multi-product insurance operation with diverse customer channels, complex compliance requirements, and integrated premium finance.
Multi-Channel Volume
Processing hundreds of thousands of quotes and policies monthly from web, app, phone, and comparison sites across multiple insurance products.
Specialist Market Segments
Managing unique workflow requirements for taxi drivers, young drivers, courier drivers, and motor trade businesses.
Document Validation
Validating driver licences, vehicle documents, and compliance paperwork at scale while maintaining underwriting standards.
Premium Finance Integration
Seamlessly connecting insurance policy management with premium finance services for payment plans, direct debits, and account changes.
Real-Time Communications
Managing customer touchpoints across web chat, phone callbacks, document uploads, and automated notifications.
Multi-Brand Operations
Operating multiple insurance brands from a unified platform while maintaining distinct customer experiences.
The SwiftCase Solution
A comprehensive operations platform with 384 automated workflows covering every aspect of insurance sales, administration, and premium finance.
Key Insurance Workflows
Taxi Insurance
650K+ cases processed
Private Car & Commercial Vehicle
1.2M+ cases processed
Premium Finance
850K+ cases processed
Highest Volume Workflows
Policy Administration
700K+Mid-term adjustments, renewals, and policy updates
Document Validation
518K+Customer document collection, validation, and escalation
Quote Management
443K+Quote tracking from lead capture to conversion
Finance Account Queries
425K+Premium finance customer enquiry handling
Callback Scheduling
200K+Automated callback queue management across teams
Cancellation Processing
155K+Policy cancellation workflows with compliance checks
Platform Features in Action
Document Validation Workflows
Red/Amber/Green validation system processing 170K+ document checks with automated escalation rules.
Callback Queue Management
Automated callback scheduling and routing for sales, renewals, and customer service teams.
384 Automated Workflows
Comprehensive workflow library covering quotes, admin, renewals, cancellations, and compliance.
Exception Handling
80K+ automated process exceptions caught and intelligently routed for human intervention.
5.2M+ Case Notes
Complete audit trail with full communication history across all customer interactions.
Multi-Tenant User Management
676K+ users across internal staff, clients, and client staff with role-based access.
125 Email Templates
Standardised document generation and customer communications across all brands.
Multi-Brand Reporting
Unified analytics and reporting across all brands and regional offices.
The Results
SwiftCase enabled this organisation to scale their operations massively while maintaining service quality across all insurance products and brands.
Massive Scale
Processing over 3,500 cases per day with 384 automated workflows handling every insurance scenario.
Huge User Base
676,000+ active users including 931 staff, 674,000+ clients, and nearly 1,000 client staff members.
Comprehensive Coverage
Managing taxi, car, commercial, fleet, motor trade, and telematics products from a single platform.
Collaboration at Scale
SwiftCase enables seamless collaboration between internal teams, regional offices, and the premium finance division, with full visibility across all customer interactions.
Platform Users
“SwiftCase has become the backbone of our insurance operations, handling everything from taxi quotes to premium finance management across our entire group of companies.”
Ready to Transform Your Insurance Operations?
See how SwiftCase can help your insurance business achieve similar results with our AI-powered operations platform.