Claims Transformation

In response to consistent market pressures such as rising claims costs, emerging risks and new regulations, Alpha supports claims directors in their journey to navigate and transform their claims function. Our expertise lies in digitalising claims operating model, creating omni-channel customer journeys, and optimising cost and supplier management. 

Key Challenges

We help our clients address a number of key challenges including how they:

  • Maximise value from their investment in new claims platform implementations and create a culture of adoption vs adaption
  • Provide faster, personalised and digitally enabled experiences that meet evolving customer expectations
  • Maximise the insights from data and analytics to uncover the drivers of performance and service experience
  • Maintain both service and indemnity control appropriately with a healthy tension between the two


Key Focus Areas

Digital claims operating model

Indemnity and expense management

  • Cost savings via review of claims expense and cash cycle, optimised loss ratio through a data-driven approach and reduced claims leakage with opportunities identified on indemnity and fraud detection.

Omni-channel claims journey

  • Transformed journeys for customer and staff with seamless user experience, optimised contact and channels with consistent interactions and advanced technology platforms (e.g., omni-channel platform, intelligent triage) to streamline process and experience.
  • Find out more about our Customer Digital and Data capability.

Claims supplier management

  • Enhanced performance via comprehensive supplier network assessment on cost, activity, customer journey and regulatory compliance.

Outcomes & Benefits

Redefined claims function as a differentiator in the organisation.
Digital transformation of the claims operating model with greater use of technology, underpinned with data and analytics and utilising artificial intelligence.
Effective management of claims operating expense and indemnity spend.
Enhanced supplier management that is compliant with optimised spending. 

Meet Our Experts