FuseMetrix Group Limited

FuseMetrix Claims Management

Intelligent Claims Management and Loss Funding Systems for organisations with large or complex insurance claims management needs. Already in use in local authorities and blue-chip retailers.

The system manages insurance, loss funding and claims handling.

Property and asset management.

Real-time reporting for more accurate decision-making.

Improving operational and commercial control.


  • Claims management from initial reserve to final settlement
  • Allows capture of all claim related correspondence
  • Full Audit Trail of all Cost and Reserve Updates
  • Property and asset management
  • Production of Nominal Ledger postings


  • Driving down the cost of losses
  • Speeding up insurance settlements
  • Providing real-time management information for more accurate decision-making
  • Improving operational and commercial control


£35 per user per month

Service documents

G-Cloud 10


FuseMetrix Group Limited

Matthew Ballinger



Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to FuseMetrix Claims Management is a specialist add on module for the FuseMetrix ERP and CRM system which can be used standalone or as part of an overall ERP implimentation
Cloud deployment model Private cloud
Service constraints None
System requirements All current and two prior major versions of browsers supported

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Normal helpdesk is open Monday to Friday 8:30am - 6pm and is available on UK standard telephone number. Email and web support is managed in this time also however in showstopper scenarios out of hours a contact number is available. Tickets are normally responded to within 30 minutes in open hours.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
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 The Customer and Supplier Technical Support shall jointly determine the priority of any defect, using one of following priorities:

The entire Service is "down" and inaccessible. Priority 1 incidents shall be reported by telephone only. Response within half a Normal Business Hour and resolution within four Normal Business Hours. Continuous effort after initial response and with Customer co-operation.

Operation of the Services is severely degraded, or major components of the Service are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by telephone only. Response within four Normal Business Hours. Resolution within two Business Days after initial response.

Certain non-essential features of the Service are impaired while most major components of the Service remain functional. Response within 12 Normal Business Hours. Resolution within seven Business Days after initial response.

Errors that are, non disabling or cosmetic and clearly have little or no impact on the normal operation of the Services. Response within 24 Normal Business Hours. Resolution in next release of Software.

All the above is part of standard SaaS costing.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We offer data migration and assistance with setup. Training is generally provided onsite however we do have training facilities at our Milton Keynes offices. There is full online documentation for the system.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction The admin user has access to export all key date into CSV formats at all times. All related documents can be easily downloaded or provided by us in a zip file.
End-of-contract process The service will end after the last contracted day and the data destroyed after one month unless alternative run off arrangements are made.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service System does work on mobile however due to the nature of the large amounts of data needed to view, it is naturally more user friendly on desktop
Accessibility standards None or don’t know
Description of accessibility All content is readable by screen readers and text size can be varied using standard browser controls.

All documents are downloadable to be read in local environment using the users helper applications of choice.
Accessibility testing Being browser based the application works using standard accessability tools available in Windows
Customisation available Yes
Description of customisation Users can create additional data fields, and generate bespoke reports and filters using permission based controls in the browser environment.


Independence of resources Each customer has a dedicated database so could only be affected by other users in their company in terms of database pressure. The application servers are load balanced and run at approx. 15% of capacity at normal high load times.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

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 Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type 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 importing and exporting
Data export approach There are CSV export functions in all key areas of the system for users with appropriate permission.
Data export formats CSV
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability AVaILABILITY
The Supplier shall provide at least a 99.9% uptime service availability level (Uptime Service Level).

All measurements are performed at five-minute intervals and measure the availability of an availability test page within the Software within 30 seconds. Availability measurement begins on the first day of the first calendar month, beginning not less than 30 days after Customer acceptance of the Software. Availability measurement shall be carried out by the Supplier and is based on the monthly average percentage availability of the Fusemetrix application, calculated at the end of each calendar month as the total actual uptime minutes divided by total possible uptime minutes in the month.

If availability falls below the Uptime Service Level (as defined above) in a given calendar month (Service Delivery Failure), the Client may within 3 months of the period to which it relates, request in writing that the Supplier shall credit the Customer's account by an amount calculated as the product of the total cumulative downtime (expressed as a proportion of the total possible uptime minutes in the month concerned) and the total Fee owed for that month (Service Credit)
Approach to resilience We operate a multi tier framework designed to be very high availability, further details are available on request.
Outage reporting We utilise a third party SMS service to notify customers if we have an issue and keep customers informed of timescales and resolutions in line with our Business Continuity Plan.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Access to management interfaces is restricted to specific users only and can include IP restrictions, time restrictions and 2 factor authentication.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

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 have access to real-time 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

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification Worldpay
PCI DSS accreditation date 11/05/2018
What the PCI DSS doesn’t cover We have met the requirements of PCI DSS version 3.2
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards Cyber Essentials
Information security policies and processes We have detailed Information Security Policies in place.
We train all staff in the policies and all staff review each year and sign an undertaking to confirm that they understand and will comply.
There is a defined reporting process to cover incidents including interneal escalation and third party disclosure where appropriate.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes are requested and controlled via an internal ticketing system identifying the requirement which is then signed off and allocated by an appropriate person. Any released code or configuration changes are then managed in our subversion system. All code is is developed around OWASP principles in order to ensure security by design.
Vulnerability management type Undisclosed
Vulnerability management approach All the vulnerabilities would be assigned a risk ranking such as High, Medium and Low based on CVSS score. Patches are applied to the core systems as they become available and after test on our testing platform. For High risk items this usually happens within 24 hours of the patch becoming available. We subscribe to our operating systems security mailing lists for notification of patches and monitor for new threats on cvedetails.com
Protective monitoring type Supplier-defined controls
Protective monitoring approach As part of our monitoring systems we detect any change to key files on all our servers and monitor (with alerts) a number of other key items like bandwidth, mail queue etc.... We have SMS notification of this and it also feeds direct to our network monitoring screens in our offices. Our first priority is to isolate the box in question even before confirmation of a definite compromise.
Incident management type Undisclosed
Incident management approach We have predefined processes for a number of possible events and these are described in our Business Continuity Plan should further information be required on this. Users are able to report incidents via telephone during standard support hours. In an emergency we also provide an out of hours SMS number to notify. Incident reports are published online and all end users are notified and given a link to read the report.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £35 per user per month
Discount for educational organisations No
Free trial available No


Pricing document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑