"The whole process from first enquiry to binding a policy is ten to twenty times quicker than it used to be."
Founded in 1983, Culpeck Insurance Services is a broker focusing on specialist home insurance for non-standard properties, covering everything from flood risks and subsidence through to major renovation projects and mid to high net-worth clients.
Today the brokerage manages approximately £2.5 million Gross Written Premium (GWP) while maintaining the highly personal service the business has become known for.
When Director Dale Copestake began looking for a replacement broker management system, he wasn't simply looking for newer software, he wanted a platform that would modernise the way the brokerage worked.
The Challenge
Before moving to BrokerCentral, Culpeck was using Applied Epic, having previously migrated from Applied TAM.
While the platform was capable, Dale found everyday broking involved too many manual processes. Documentation took longer than it should, routine administration consumed valuable time, and even simple tasks often involved multiple steps.
As Dale puts it:
"The main struggle was just how clunky it was."
Like many insurance brokers, much of the working day was spent managing administration rather than focusing on clients.
For a specialist brokerage where speed is often critical to securing business, those inefficiencies were becoming increasingly difficult to ignore.
Exploring the Market
Before making a decision, Culpeck reviewed several of the UK's leading broker management systems, including:
Acturis
Open GI
SSP
However, BrokerCentral immediately stood out.
It wasn't just the modern interface that caught Dale's attention. It was the platform's direction, the built-in AI tools and the conversations he had with BrokerCentral's founder.
"BrokerCentral stood out because of how modern it looked."
"The AI tools were impressive, but so was how genuine Nick was."
Unlike many legacy platforms, BrokerCentral felt like software built around the way modern brokers actually want to work.
Why BrokerCentral?
Culpeck chose BrokerCentral because it offered everything the business was looking for in a modern insurance broker management system:
An intuitive platform designed specifically for insurance brokers
AI-powered tools that reduce manual administration
The flexibility to build and adapt products without relying on software providers
A collaborative approach backed by responsive support
One feature that has become particularly valuable is the ability to make product changes internally.
Rather than waiting for software providers to implement updates, Culpeck can respond immediately when insurer requirements change.
As Dale explains:
"If an insurer includes a new question, we can just add it ourselves."
"We're in control."
That flexibility allows the brokerage to adapt quickly while maintaining complete control over its own workflows.
Implementation & Onboarding
Having already experienced one major software migration, Dale expected another lengthy and disruptive implementation.
Instead, he found the move to BrokerCentral surprisingly straightforward.
In fact, he describes it as easier than moving between two Applied products.
"We migrated from Applied TAM to Applied Epic... and the migration from Applied to BrokerCentral was actually easier!"
Getting started required very little formal training. After a short demonstration and a few basic instructions, Dale was already building products and configuring the system himself.
"I couldn't believe how easy it was."
The intuitive design also made onboarding new staff much easier.
Dale believes even someone with no previous insurance experience could become productive quickly because the workflows are logical and easy to follow.
"Someone with no insurance background could pick it up because it's so intuitive."
Adoption Across the Team
The transition across the business has been smooth.
Coming from highly manual processes inevitably meant adjusting to different ways of working, but the team adapted quickly and embraced the platform's intuitive workflows.
Whenever questions have arisen, support has been readily available.
"Any time we've had an issue it's been dealt with promptly."
"Everything's been dealt with the same day."
Rather than working around software limitations, the team found they could focus on broking, knowing that any issues or questions would be resolved quickly.
The result has been a smooth implementation backed by responsive support and a platform that has been easy for the whole team to adopt.
The Impact
Since implementing BrokerCentral, Culpeck Insurance Services has seen significant improvements across the business, from faster quote turnaround times to better organisation and an enhanced client experience.
Increased Efficiency
For Dale, one word came up repeatedly throughout the interview:
"Game changer."
The biggest improvement has been the amount of time saved across the entire broking process.
AI Quote Extraction has dramatically reduced the need to manually review insurer documents and re-key information, while BrokerCentral's Chrome Extension makes capturing information from insurer portals significantly quicker.
"The AI tool was an absolute game changer."
"The Chrome extension was another game changer."
The combined effect has transformed how quickly the team can process new business.
From receiving an enquiry to binding cover, Dale estimates the entire process is now dramatically faster than before.
"The whole process from first enquiry to binding a policy is ten to twenty times quicker than it used to be."
That increase in efficiency means Culpeck can comfortably handle more enquiries without increasing administration.
"We can now easily handle more enquiries because of BrokerCentral."
The reduction in manual work has also had a noticeable impact outside the office.
"I rarely find myself having to work weekends now because the admin has been cut down so much."
Better Organisation
One of the biggest day-to-day improvements has been the way BrokerCentral keeps work organised.
The Proposal Pipeline and task management tools provide complete visibility of every case, removing the need to rely on memory or manual reminders.
Instead of wondering where a case has reached, brokers can instantly see what's complete, what's outstanding and what action needs to be taken next.
As Dale explains:
"You can't forget to do something… Everything is being tracked for me… It saves me so much headspace."
For a busy brokerage managing multiple enquiries simultaneously, this level of organisation has become invaluable.
Improved Client Service
The benefits haven't just been internal.
Clients now receive professional, branded proposals instead of basic documentation, while invoices can be generated quickly and payment chasing has become far more efficient.
Most importantly, Culpeck can respond to enquiries much faster. For a specialist non-standard household broker, speed is often the deciding factor.
As Dale explains:
"Over fifty percent of our clients only give us a day or two to place business… We need to be quick."
BrokerCentral helps ensure they are.
Better Reporting
BrokerCentral has also made it much easier to produce management information and business reports.
The reporting tools provide quick access to the information the business needs, reducing the time spent gathering data manually.
As Dale puts it:
"The reports section is great."
Favourite Feature
AI Quote Extraction
Although Dale highlighted several features—including the Proposal Pipeline, Chrome Extension and task workflows—the feature that has had the biggest impact is BrokerCentral's AI Quote Extraction.
By automatically extracting key information from insurer documents, it removes much of the repetitive manual administration that previously slowed the team down.
Combined with BrokerCentral's intuitive workflows, it allows brokers to focus less on paperwork and more on clients.
As Dale summarises:
"The AI tool was an absolute game changer."
Competitive Advantage & Future Growth
Operating within the specialist non-standard household insurance market means speed and responsiveness often determine who wins business.
Dale believes BrokerCentral has given Culpeck a genuine competitive advantage.
Not only can quotations be produced significantly faster, but the brokerage can also adapt products immediately without relying on software providers to make changes.
"If an insurer includes a new question, we can just add it ourselves."
"We're in control."
That flexibility enables Culpeck to respond quickly to changing insurer requirements while continuing to deliver the high level of service clients expect.
Just as importantly, the platform helps the business maintain the personal approach that has been central to its success since 1983.
Looking Ahead
Having doubled in size over the last six to seven years, Culpeck is focused on continuing that growth while maintaining the personal service that sets the business apart.
Looking ahead, Dale sees BrokerCentral playing an important role in increasing efficiency, supporting cross-selling opportunities and helping the team manage a growing volume of business without adding unnecessary administration.
As Dale explains:
"We work hard to maintain an excellent service, and BrokerCentral has helped us do that even better."
Would Culpeck Recommend BrokerCentral?
Without hesitation.
"An absolute game changer for our business."
For brokers looking to modernise their business without losing the personal touch that clients value, Dale believes BrokerCentral offers the ideal balance of innovation, flexibility and ease of use.
As he puts it:
"We feel ahead of the curve now."
Conclusion
BrokerCentral has helped Culpeck Insurance Services modernise the way it works without compromising the highly personal service that has defined the brokerage for more than 40 years.
By reducing manual administration, improving organisation and dramatically accelerating the quotation process, the platform has enabled the business to handle more enquiries, respond faster to clients and create capacity for future growth.
For Dale, one final comment perfectly sums up the experience:
"BrokerCentral knocks the socks off Acturis—and I've tried both."