Lumley sits in a market where the details matter: high-value homes, luxury assets, and the renewal trail all need to stay connected. Policyflow gives the team one place to keep that story intact as a case moves from enquiry to renewal.
Challenge
Today, Lumley is one of the UK's largest independent high-value private-client brokers: a family-owned business with five generations of insurance heritage, and a Policyflow customer for ten years.
Ten years ago, Lumley had grown up before SaaS, so the operational habits were set early: inboxes, spreadsheets, and individual filing. The detail that made each layered cover suitable lived in those places, and when a case moved between colleagues, context had to be re-explained. The renewal peak meant rebuilding a client's history from email trails before terms could be requested. The advice was sound; the evidence of it was scattered.
Solution
Policyflow gives Lumley one client record that carries every layer of cover: people, properties, assets, quotes, policies, and documents from first enquiry through renewal. Related records link family members, properties, and introducers, so nothing sits in isolation.
Risk and contact data is captured once and reused across every policy in the household. Quote documents keep insurer terms and attachments with the quote, and email filing puts correspondence straight onto the record so the basis of advice is always to hand.
Implementation
Implementation was shaped by Policyflow's onboarding process and Lumley's dedicated project team, working stage by stage. Data migration brought existing client and policy records across, so people started from live data rather than a blank system.
Configurable labels and section controls were used to match Lumley's own working language, so the platform fitted how the team already ran advised cases. The data browser took over renewal visibility from the old spreadsheets, with each step tested and signed off before the next began.
Feature highlights
Client & related records
A household's people, properties, and assets sit in one connected record, so the full picture is there at a glance.
Risk details
Detailed risk capture for high-value buildings, contents, fine art, jewellery, and prestige vehicles, so each placement is documented to the depth advised work demands.
Quote documents
Insurer terms and supporting documents stay attached to the quote, so the basis of advice is never lost in an inbox.
Document management
Valuations, schedules, and appraisals are catalogued against the right policy, ready when a claim or renewal needs them.
Email filing
Inbound and outbound emails sit against the right client, quote, or policy, so years of correspondence stay searchable on the record rather than scattered across inboxes.
Renewal visibility (data browser)
The team sees what's due for renewal well ahead of time, so the renewal peak is planned, not reactive.
Audit history
Every change and decision is recorded against the case, so the advice trail is there without extra effort.
Client portal
Clients can view policy details and download documents through a secure, branded portal, so routine requests do not tie up the team.
Results
With the case history in one place, the team works from a clearer record. Less time goes on reconstructing files, and the next step stays visible as a case moves from enquiry to renewal.
“We've always believed in truly personal service, and that depends on knowing our clients inside-out. Policyflow brings every detail into one place, so the whole team shares that understanding, and we can spend our time caring for clients, not searching for their history.”
— Managing Director, Lumley
Cleaner handoffs
Risk detail, valuations, and documents stay attached to the client record, so a colleague can pick up a case without re-gathering the background.
Less re-keying
Client and asset information is entered once and reused across every policy in the household, cutting repeat data entry.
Clearer renewals
Renewals start from the live client record, not a rebuilt trail of emails and spreadsheets.
