A UK specialist motor insurer in the non-standard segment runs SwiftCase across 600+ operator users for email ingestion and task automation — with 384 active workflows and an FCA-defensible audit trail across every case.
A PE-backed UK specialist motor insurer focused on the non-standard segment — the risks that mainstream insurers decline or price out: taxi and private hire, van and light commercial, fleet, motor trade, short-term, and young-driver policies.
Half a million policies in force. Over £750 million in Gross Written Premium. Several customer-facing brands trading through direct, broker, and aggregator channels — all unified on a single SwiftCase tenancy.
Where the rest of the market sees a difficult risk, they see a specialism. Running that specialism at scale needs an operations platform that can hold hundreds of workflows, six hundred operators, and an FCA audit trail without breaking step.
Running a specialist insurer at insurer scale, in a regulated segment, with PE-grade reporting expectations.
Hundreds of thousands of inbound customer and broker emails every month, each needing classification, routing, and response within service standards.
Every customer interaction needs an evidence trail that holds up in a regulatory review. Spreadsheets and inboxes do not.
Demonstrating fair customer outcomes at every stage, not just at point of sale — and producing the documentation when the FCA asks.
Investors expect clean, granular operational data. Finance, underwriting, and claims all reading from the same source of truth.
Workflows that handle specialist segments — taxi, motor trade, young driver — without forcing them into mainstream-insurer templates.
Operating multiple brands and channels from one platform without losing the audit boundary between them.
384 active workflows covering the operational lifecycle from quote to renewal, with email ingestion auto-routing inbound work into the right queue.
Mid-term adjustments, renewals, and policy updates with full audit history.
Driver licences, vehicle docs, and compliance paperwork — Red/Amber/Green workflow with auto-escalation.
Quote tracking from lead capture to conversion across direct, app, and aggregator channels.
Premium finance customer enquiries handled with full account context.
Automated callback queue management across sales, renewals, and customer service.
Policy cancellation workflows with embedded compliance and refund checks.
Volume figures reflect cases processed on the platform. For the operational deep-dive across all brands and product lines, see the Specialist Insurance Broker case study — same UK insurance group, told through the multi-product operations lens.
FCA Consumer Duty, SMCR accountability, and PE-grade reporting are not add-ons. They are how the platform was built.
Every action across every case is recorded with actor, timestamp, resource, outcome, and severity. Filterable. Exportable. Per case. Per agent. Per second.
Granular RBAC across 600+ operators. Permissions scoped to teams, brands, and case types. Access changes are themselves audited.
All data stored in UK data centres. Cyber Essentials certified. Quarterly internal grey-box penetration testing with all findings remediated.
Fair-customer-outcome evidence is a by-product of normal workflow operation, not a separate compliance project.
AI-drafted responses land in a handler approval queue before sending. pending_approval → approved → sent. Never auto-sent. Always traceable to a named human.
Live policy and claims data structured for capacity-provider reporting and delegated-authority audits without manual spreadsheet assembly.
SwiftCase is the operations layer this insurer runs on — not a side system, not a pilot, not a point tool.
500k+ policies and £750M+ GWP run through one platform. Not a startup. Not a proof-of-concept. Live operations, today.
600+ SwiftCase operator users across underwriting, customer service, claims handling, and finance — all working from the same case fabric.
Every decision Timeline-logged. Every email approval-gated. Every workflow change versioned. Regulatory readiness as a side-effect of normal use.
“SwiftCase is how we run the business. Email comes in, work goes out, and every decision is logged in the case. That is what insurer-scale operations look like.”
Pick one workflow — overflow FNOL, out-of-hours intake, or your bodyshop chase queue. Measured against your own SLA and cost-per-claim. No platform migration. No long lock-in.
