Case Study: Close Brothers Premium Finance achieves digital transformation and improved customer service with Prolifics

Close Brothers Premium Finance - Customer Case Study

Close Brothers Premium Finance, a long-established provider of insurance premium finance to more than 2,000 brokers across the UK and Ireland, needed to move from an evolved but fragmented digital setup to a truly designed digital business. The company’s challenge was to improve scalability, stability, and customer experience across multiple market segments while clarifying its role in an intermediated insurance journey. Prolifics was brought in as the IBM integration specialist to support this transformation.

Prolifics implemented an IBM Integration Suite to connect new digital capabilities without creating fragile point-to-point links to legacy systems, enabling Close Brothers Premium Finance to add a new contact centre and customer gateway more flexibly. The solution also supported webchat, secure online self-service, and DocuSign-based document signing, while reducing manual processing and postage costs by up to 80 percent. Early trials were well received by brokers, and the programme aimed to raise online signing from single digits to around 90 percent, improve productivity, and lift NPS beyond +50 for both customers and brokers.

Close Brothers Premium Finance

Chris Loake

Chief Information Officer