Newcastle University

  • Claim Control
  • Education
  • Newcastle University

The brief

Newcastle University required ClaimControl to replace their existing system for claims and underwriting management, including a need to migrate approximately 2,000 existing claim records with historic details, financials and attachments. The subscription also includes additional add-on Motor and Property Modules.

The COVID-19 pandemic not only impacted everyone’s capability for normal working but dramatically increased the universities case load, at a time when resources were already stretched.

About the client

Newcastle University is a UK public research university based in North East England, with overseas campuses in Singapore and Malaysia.
A member of the Russell Group, supporting over 20,000 students and academics.

The solution

Close collaboration between Newcastle University and Alphatec established a way forward to accommodate the specific circumstances:
• dedicated temporary resource within the university to focus on the account set-up and historic claim data gathering.
• decision taken to implement ClaimContol without transferring historic claims up front, enabling early learnings from using the system on new claims only, whilst removing a dependency and progressing historic claim data gathering in parallel.
• remote, virtual training for the insurance team.
• historic claims data bulk loaded a few weeks after initial go-live, without attachments.
• Property Module and Motor Module set-up and bulk data loads undertaken as separate post go-live implementations, with specific remote, virtual training provided.
• consultancy provided by Alphatec to assist in analysing and mapping historic claim attachment data and undertaking the bulk upload into ClaimControl.

The results

Continued communication, assessment and willingness to accommodate changing circumstances enabled a successful phased implementation.
Following implementation, Alphatec worked with Newcastle University to enhance their configuration as and when the historic data analysis identified necessary amendments and continue to work to add optional features such as workflow and email in and out, which will further improve business process efficiency.

Customer Feedback

“We reviewed and subsequently purchased the ClaimControl system from Alphatec because the system was web-based, easy to use and extremely cost-effective compared to the alternative providers, including our current system at that time. This allowed us the flexibility to work from anywhere, which in view of the pandemic has proved to be a very wise decision.
We are still learning a lot from it and finding every day better and more efficient ways of working. We are very pleased we moved systems when we did and are so grateful for the excellent working relationship.
We would highly recommend the system to anyone looking for a one-stop shop to help manage claims and underwriting information, where every detail of your work can be recorded and managed efficiently, supported by a fantastic product and team.”

Kelly Lovelock, Insurance Manager

Software Solutions