Alps is delighted to announce that it has been named Claims Team of the Year at the prestigious British Claims Awards, recognising the company’s commitment to innovation, service excellence, and delivering outstanding outcomes for brokers and policyholders alike.
The award is a significant achievement for the business and reflects the transformation Alps has undertaken to redefine what great claims handling looks like in today’s insurance market.
Putting People at the Heart of Claims
At a time when claims handling continues to face industry-wide challenges including delays, fragmented processes, increasing customer expectations, and court backlogs, Alps has remained focused on a simple principle:
“We deal with people, not just claims.”
This philosophy has shaped every aspect of the company’s claims operation, ensuring that policyholders receive a service that is transparent, responsive, and focused on achieving the best possible outcome.
Rather than accepting the status quo, Alps has invested heavily in transforming its claims proposition, combining technology, process innovation, and people development to create a service model that consistently exceeds expectations.
Innovation Designed Around Clients
Central to Alps’ success has been its decision to build its own proprietary claims technology rather than rely on off-the-shelf systems.
This bespoke approach has enabled the business to create a claims ecosystem tailored specifically to the needs of its brokers, clients, and claims handlers, while retaining the flexibility to continuously adapt and improve.
Key innovations include:
Task Master
Alps’ workflow management platform centralises and prioritises every task throughout the claims lifecycle. By providing complete visibility and eliminating duplication, Task Master has helped remove bottlenecks, improve collaboration, and accelerate claim progression.
JoBot
Designed to automate repetitive administrative processes such as document chasing and standard correspondence, JoBot keeps claims moving while allowing handlers to focus on the more complex and sensitive aspects of claims management.
AI-Powered Call Transcription
Through a custom API integration, Alps has embedded AI-powered call transcription directly into its case management system. Calls are automatically transcribed and summarised, significantly reducing administration time while improving record accuracy and consistency.
Together, these innovations have enabled Alps to improve efficiency, reduce delays, enhance communication, and deliver a more seamless customer experience.
Empowering the Team Behind the Claims
While technology has played a crucial role, Alps attributes much of its success to its people.
The business has adopted a task-based approach to claims handling, ensuring that the right person is assigned to the right task based on experience and competency. This allows specialist expertise to be applied earlier in the claims process, helping identify issues, gather evidence more effectively, and avoid delays later in the lifecycle.
Alongside this, Alps has invested significantly in training and development. Every member of the claims team has continued to expand their skills and expertise, with handlers progressing through competency levels and taking on increasingly complex responsibilities.
The company has also established a dedicated Broker Support Team to manage first notification of loss, administrative support, and excess protection payments, allowing specialist claims handlers to focus on higher-value activities and complex claims management.
Supporting the Wider Insurance Community
Alps’ commitment to excellence extends beyond claims handling itself.
Recognising the importance of education and collaboration, the business has delivered a programme of broker training and development, helping partners navigate key regulatory and legislative changes.
In the past six months alone, more than 400 broker professionals have attended Alps-led webinars covering topics such as the Renters’ Rights Bill, Consumer Duty requirements, and personal injury reforms.
This commitment to sharing knowledge and supporting brokers has strengthened relationships across the market and further reinforces Alps’ customer-first approach.
Recognition for a Collective Effort
Winning Claims Team of the Year is a reflection of the collective effort across the business.
From the claims handlers delivering exceptional service every day, to the in-house technology team driving innovation, and the marketing and broker support teams helping educate and engage stakeholders, the award recognises a shared commitment to continuous improvement.
As Alps continues to invest in its people, technology, and broker partnerships, the company remains focused on its core mission: delivering faster, fairer, and more transparent claims outcomes for every client.
This latest accolade is an important milestone, but for Alps, it is also motivation to continue raising the bar for claims excellence across the insurance industry.