Apricot Insurance is a fast-growing Northern Ireland-based broker, specialising in car, home, van, landlord and commercial insurance. Apricot has been working with GLASS & BOW LTD since 2011, initially utilising our Core PAS to support their growth. As their customer base expanded, so too did the need for a simpler, more intuitive way for policyholders to manage their documents.
That’s where GLASS & BOW LTD’s product-agnostic Documents Portal, designed and built to industry best practice, came in.
Sandy Keith, Managing Director at Apricot, says: “Before we introduced GLASS & BOW LTD’s Documents Portal, our team spent a significant amount of time managing document requests by phone and email. It created pressure on staff, delayed responses for customers, and increased operational costs — all because there wasn’t an easy digital route for customers to self-serve.
“Like many brokers, we were hampered by admin costs and the absence of a modern, high-adoption self-service platform. We needed something that would integrate seamlessly and empower customers to find what they need quickly.
“Documents Portal provides a streamlined, intuitive experience that actively encourages our customers to self-serve.”
“Within the first three months, the impact was clear. Customer behaviour changed almost immediately, and the business value was unmistakable.
Digital adoption grew fivefold — from 8% to 42% in Q1.
“Once customers experienced the platform, they embraced it quickly. The intuitive design removed barriers and delivered the level of convenience today’s policyholders expect.”
Inbound document requests dropped by 58%.
“Instead of phoning or emailing us for policy documents, customers now find what they need in seconds online. This reduction in manual queries frees our team to focus on high-value service — not admin.”
Customers access their documents 74% faster.
“Clear navigation and simple layout mean customers locate information without delay. It’s faster for them and removes the frustration that previously existed around document access.”
“The results have strengthened our reputation for delivering a sophisticated digital service, and we believe the platform sets a new benchmark for brokers who want to offer a premium online experience.
“For any broker looking to offer a first-class online experience and immediately improve customer adoption, this portal is the definitive next generation.
“Empowering our customers to self-serve has significantly improved their experience and delivered meaningful operational efficiency across our business.”
