ALPHATEC SOFTWARE LIMITED

ClaimControl - Claims Management Software

Alphatec Software's ClaimControl is an award winning insurance claims management and SaaS solution that helps you efficiently manage all types of claims, incidents, disrepair, insurance, policies and more, with flexible and powerful reporting, BI Integration and all in a single, simple to set up and easy to use system.

Features

• Automated customisable workflows
• Document and image management including GEO mapping of image data
• Add unlimited custom fields and customisable claim views
• Fast, easy searching, reporting and dashboards including business intelligence integration
• Full Office365 / G-Mail e-mail integration
• Automated GDPR anonymisation and deletion service
• Schools / Client / Partner / Departmental Portals
• Intelligent FNOL's with automatic notifications workflow & fraud detection
• Reportable audit trail of changes by claim and individual
• Business Intelligence, Property, Policy, Fleet and Driver Management Modules

Benefits

• Web-based supporting hybrid working and hot desking
• Reduces administration costs, saving you time and freeing up resources
• Real-time visibility and evidence on all claims
• Ability to work on any device- smartphone, tablet, laptop, PC
• Full support for insurer financial and status uploads
• All correspondance, policy documents and photographs are at your fingertips
• Automatic service levels, escalation reminders ensures claim progression
• Free of charge upgrades created from feedback from users
• Simple migration and implementation path from your old system
• Full SSO integration with Microsoft AZURE AD/Entra

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@alphatec.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

749026611021750

Contact

Simon Davies
01327 342 299
sales@alphatec.net

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • A compatible internet browser
  • A PDF Viewer to view PDF Reports
  • Excel, GoogleSheets or similar for viewing reports as spreadsheets

User support

• Email or online ticketing support: Yes
• Support response times: Acknowledgement will be within the hour and resolution is typically within one hour of acknowledgment. Standard support is only available during UK office hours Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide a single level of support for all users.; ; Support is included in the subscription cost. Each account is allocated a primary account manager and primary support contact.; ; SLA 1-Critical Problems causing hosted downtime; ; Initial response within 15 minutes of notification of error for 95% of errors, initial response within 30 minutes for remainder of errors; ; Fix strategy communicated within 4 working hours of notification of error; ; Solution or work-around within 0.5 working days for 90% of errors; ; SLA 2-Problems causing hosted downtime or severe service degradation; ; Initial response within 15 minutes of notification of error for 95% of errors, initial response within 30 minutes for remainder of errors; ; Fix strategy communicated within 4 working hours of notification of error; Solution or work-around within 1 working day for 90% of errors; ; SLA 3-Non-Critical Problems; ; Initial response within 4 working hours of notification of error for 95% of errors; ; Fix strategy communicated within 1 working day of notification of error; ; Solution or work-around within 2 working days for 90% of errors; ; SLA 4-Minor Problems; ; Initial response within 1 working day of notification of error for 95% of errors; ; Solution or work-around within 4 working days for 90% of errors
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Alphatec uses our expertise in dealing with lots of public sector organisations to help guide new accounts through the process of configuring and setting up their account in order to gain maximum benefit. This process requires very little client IT resource (often none), as we assist throughout the account set up.; ; As part of the implementation process we provide onsite training or online training depending on each organisations preference.; ; We have documented user guides, but what most users find a lot more useful are the short user-guide training recordings that we have. Each one focuses on certain sections of the system, and how to use them. Along with these, the recordings also focus on certain features and functionality within the system. These recordings can be sent to any user to allow them to view and save, to ensure they get the very best out of using our solution. Alongside these recordings, there is also in application information help facilities in a number of the modules.; ; To also assist new and existing users, we carry out short monthly training webinars. Each one is free for a user to join and highlights a specific function/ area and how to use it.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Monthly Training Webinar Recordings
• End-of-contract data extraction: Over 99% of our users have never unsubscribed, choosing instead to extend their subscription but for anyone who does wish to end the contract, we have a detailed exit plan document, which explains our process in detail and is sent to any user who ever does want to stop using our award-winning system.
• End-of-contract process: At the end of the contract, the user is required to give notice of wishing to end the contract.; ; At that point in time, we will send them our exit plan document and start discussions with them, to agree a date when they want us to supply their information, so as to allow them to have a seamless transition.; ; We will then discuss the informational needs and will supply them with their information on the day they want it delivered. Once they have confirmed receipt of the information, we will revoke their access to the account.; ; If they would like us to, we will hold their data on the system for up to 2 weeks, so as to allow them to ensure they have everything they need for moving forward. We will then confirm with them that we are going to delete their information from ClaimControl permanently. The information will then be deleted.; ; At all stages we will work with the client to help ensure the move is as simple and easy for them as possible.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile and desktop services are identical the system user interface is fully responsive so that the screen rendering takes account of the size and form factor of the mobile device being used.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The Service interface provides a simple, easy to use interface for the management of: Claims, Policies, Associated Correspondence, Documents and Images, Actions / Tasks, Properties and Fleet.; ; There are also useful dashboard views and business intelligence integration, to allow any user to create their own bespoke reporting views.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The system was developed with the Kendo UI control suite which supports WCAG 2.2AA and AAA
• API: Yes
• What users can and can't do using the API: The current API is used for the submission of claims data from existing client forms/systems and can also be used to amend certain areas of system set up and different configurations.; ; The API can also be used to upload documents, recordings and images into the appropriate record in the system.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users are able to add unlimited new fields, values and options and move these into the section where they are most relevant. They can even specify what types of claims these appear on.; ; Unlike many systems these user defined fields also become part of the data they can report on enabling this information to be used productively - immediately.; ; The organisational structure can be configured and changed by an admin user at any time, as can all organisational specific values in drop downs throughout the system.; ; Any users with administration access can also customise what features and functions the users have access to even down to very specific actions within areas of the system (e.g. admin access users can configure what roles exist and what any users in each role can do).; ; The application can also be white labelled to support the organisations corporate branding. This is especially important on the First Notification of Loss forms used by many of our local government clients.; ; The application has a module that will link to the clients chosen business intelligence solution, E.G. MS Power BI within Office 365, QlikView, Tableau, to help with client specific and customisable dashboards and reporting.

Scaling

• Independence of resources: Resource utilisation is monitored and flexed to ensure the system operates quickly and smoothly for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can themselves report on the various metrics including user use of the system, number of claims recorded, which claims they accessed, what data was changed, what was uploaded, what was deleted, etc.; ; The BI Module can also be used, to link to a users chosen BI solution, e.g. MS Power BI, to allow them to build their own service metric reports or dashboards, with data pulled directly from ClaimControl.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: In addition to the above, the databases are all encrypted with TDE and even within the databases, secure data such as password credentials are further encrypted.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Users can export their data in a number of ways including Excel, PDF and CSV (simplified excel), or to their chosen business intelligence solution - E.G. MS Power BI.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Bespoke Payment Files Supported
  • Business Intelligence Integration
  • Direct to SQL Database
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: We also implement a number of additional security measures to ensure security of both the system, the communication and the users data. e.g. we implement secret key authentication on all pages to protect users from cross site scripting.; ; All data is encrypted over HTTPS. Access to BI Data is restricted by IP Address.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We guarantee 99.9% up time.; ; The applications are monitored 24 hours a day, 365 days a year, with 24 hour support at network, developer and DBA level.
• Approach to resilience: This information is available on request.
• Outage reporting: Through our web site, e-mail alert to key account contacts and X.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Azure AD/Entra SSO
• Access restrictions in management interfaces and support channels: Access to management interfaces is secured and in addition, the feature group and features are enforced such that even if communication were compromised the protection cannot be circumvented
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: Azure AD/Entra SSO

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our Information Security policies and processes are all ISO 27001 certified.; ; As well as the above, all releases are subject to security assessments based on the following criteria:; a) New or Major Application Release – will be subject to a full assessment prior to approval of the change control documentation and/or release into the live environment.; b) Third Party components – will be subject to full assessment after which it will be bound to policy requirements.; c) Point Releases – will be subject to an appropriate assessment level based on the risk of the changes in the application functionality and/or architecture.; d) Patch Releases – will be subject to an appropriate assessment level based on the risk of the changes to the application functionality and/or architecture.; e) Emergency Releases – An emergency release will be allowed to forgo security assessments and carry the assumed risk until such time that a proper assessment can be carried out. Emergency releases will be designated as such by a Director or appropriate manager who has been delegated this authority.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All change management is managed through our change management system Jira and Confluence.; ; All source changes are managed through source control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have external and internal vulnerability scans. These are run twice a week and any critical or high issues found are resolved as they arise, medium are planned for deployment or patching along with the frequent upgrade deployment. The system also runs immediate zero day threat analysis and reporting for any new or emerging threats.; ; Service packs and patches are applied once their impact on applications and users has been assessed and tested.; ; The information for the issues, service packs and patches comes from the internal and external vulnerability scans that run twice a week.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have threat detection and DDoS protection within the datacentre and also have the application configured to provide logging and automatic notification of both errors and unauthorised behaviours.; We also implement both IDS and DLP.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can report incidents by e-mail or by telephone to our support team. We have documented processes in place for common events (e.g. user access etc).; All support incidents are logged in Jira our incident management system and tracked through the SCRUM boards.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: CDL Group
• ISO/IEC 27001 accreditation date: Tuesday 25 March 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4fc39cdc-1a79-4e99-b6f1-a5ead96c65f9
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@alphatec.net. Tell them what format you need. It will help if you say what assistive technology you use.