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Alphatec Software Ltd

ClaimControl - Claims Management Software

Alphatec Software's ClaimControl is an award winning insurance claims management and claim handling SaaS solution that helps you efficiently manage all types of claims, 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

  • Diary actions with automated workflow
  • Document and image management including GEO mapping of image data
  • Add unlimited custom fields and move to required section
  • Fast, easy searching, reporting and dashboards including business intelligence integration
  • Full Office365 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 capabilities

Benefits

  • Web-based supporting agile/home 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

Pricing

£62 a user a month

Service documents

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 sdavies@alphatec.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 9 1 1 7 3 8 6 4 3 2 2 4 8 6

Contact

Alphatec Software Ltd Simon Davies
Telephone: 01327 342 299
Email: sdavies@alphatec.net

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
Email or online ticketing
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 Videos
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.

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 2.1 AA or EN 301 549
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 2.1 AA or EN 301 549
Accessibility testing
The system was developed with the Kendo UI control suite which supports WCAG 2.1AA 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 labeled 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

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to 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
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / 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
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

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.

We do not provide refunds.
Approach to resilience
This information is available on request
Outage reporting
Through our web site, e-mail alert to key account contacts and Twitter/X.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • 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
  • 2-factor authentication
  • 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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CDL Group
ISO/IEC 27001 accreditation date
31/03/2024
What the ISO/IEC 27001 doesn’t cover
There are no exemptions in relation to the service listed on the framework.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO 9001:2008
  • ISO 2000:2011
  • ISO 14001:2004
  • Cyber Essentials

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.

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.
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.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

ClaimControl is a hosted solution accessible from anywhere with an internet connection and on any device.
Being hosted, means that users do not need any servers to benefit from using the system, so this is a saving in both power and space usage.
ClaimControl also allows for all documents, images, e-mails etc. to be stored within the system, so there is no need for any documents to be printed out, as these can be accessed directly from the system and again on any device, so this is a further saving in both paper and energy usage.
Along with the above, being hosted, allows for users to access the system from home, so they don't have to drive into their offices to use ClaimControl, which again, is a further environmental benefit, as they are not using their vehicles and producing exhaust fumes.
We operate a hybrid working policy, so staff do not need to drive into the office every day and work from home, so again offering an environmental benefit from lower vehicle usage.
We have very few suppliers and those that we do use, have detailed climate polices in place and are 100% carbon neutral.

Covid-19 recovery

As is with some of our other responses, as ClaimControl is a truly hosted solution, it can be accessed on most modern web browsers and on any device with access to the internet.

With the systems, complete document and image storage, If a user is instructed to work from home and no longer needs to go into the office, all they need to do, is use an internet enabled device to log on to ClaimControl and continue to work on whatever they may have been doing whilst at their offices.

One of our clients wrote as below:

"Since the decision was made to implement Claim Control as our new Claims handling system, we have always known that it’s cloud based functionality was, and would be, a huge benefit. During lockdown however this benefit has risen exponentially as staff have been able to register claims without having to resort to more “clunky” ways of accessing our historic system (as with other platforms that we use which are office server based).

Performance from ClaimControl has been seamless throughout this challenging period allowing us to continue working from home without any difficulties and without any noticeable difference to our clients. Since lock-down began as well Alphatec have remained in close contact with us, offering additional Webinars, Zoom calls and enhancements to the system which have improved the experience yet further."

Being web-based means that those staff who are still shielding or are concerned in being around others/in an office, can easily work from home/remotely, which in turn also helps with staff on-going costs, as their travel is reduced.

Tackling economic inequality

ClaimControl is an extremely cost-effective claims, insurance risk management system, that can be used to manage and report on all Insurance Claims.

The system can be compartmentalised, so different teams can all benefit from using the one system, rather than having to pay for two/three/four different systems. This means that users can save their organisations money, as they are paying for the one system to incorporate, one, two, three or even four different departments.

This saving gives the users organisation, the ability to use the money that they have saved in procuring more systems to tackle economic inequality in other parts of their organisation.

The system is continually enhanced with feedback from our extensive list of users in lots of business sectors, with many of these being in the public sector. These continual developments mean that clients are future proofing themselves with new ways of working to increase their productivity and decrease costs.

Equal opportunity

When any new employee joins the business, we have several policies in place to ensure that they are treated fairly and have the same equal opportunities as everyone already working within the company.

These policies are regularly reviewed and cover lots of different areas and are accessible for all staff members to access and read at their leisure.

A full explanation of the staff handbook containing all policy documents is explained during staff inductions and a reminder during staff 1:2:1’s and annual appraisals.

The employee appraisal forms that are completed during each employee appraisal, detail performance matrices and employee/manager feedback as below:

Job Knowledge
Work Quality
Productivity
Key Strengths
Attendance and Punctuality
Dependability
Communication Skills
Teamwork
Working with Others
Kay Areas of Success and Improvement
Training and Development Action Plan
Feedback Summary

These sessions allow each manager and employee to have a detailed discussion around their working life within the company and their on-going personal development.

The policy documentation folder is open to all employees to read any of the detailed Alphatec policies as and when they would like to update themselves.

Our systems are also WCAG 2.1 AA compliant, to allow for those employees with certain disabilities to work for Alphatec and not be excluded. The offices are also wheelchair enabled, with ramped access, large height adjustable desks and toilet facilities.

Staff are encouraged to develop themselves for the benefit of both themselves and the company and regular training is offered and given as is requested or regulations require.

Wellbeing

We value the wellbeing of all our employees within the company, and strive to create:

• A better workplace environment
• Happier employees who are more confident and able to express their
feelings and ideas
• Increased productivity, efficiency, and motivation
• Minimise the risk of burnout
• Improved staff retention

The key areas that our wellbeing policy covers are:

• Physical & Mental Health, and ensuring a safe working environment
• Creating a culture that encourages people to value and maintain a
good work/life balance i.e. taking regular screen breaks, taking their
holidays, not working excessive hours etc.,
• Communicate positive values & principles that staff can buy into and
be proud to be associated with
• Create an open-door environment and facilitate healthy relationships
between all employees based on trust and respect
• Help staff to grow within their roles by providing relevant training and
career progression, and recognise and appreciate everyone for their
contribution
• Encourage good lifestyle choices e.g., lunchtime walking, cycle to
work schemes etc.,
• Provide incentives, recognition, and rewards to retain staff and make
them feel good

One of the key points to this policy and what we endeavor to remember is looking after the wellbeing of our teams is like an investment in them, and our reward for it, will be fresher employees, who feel looked after and valued, typically resulting in them producing better work.

Pricing

Price
£62 a user a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 sdavies@alphatec.net. Tell them what format you need. It will help if you say what assistive technology you use.