Insurance organisations operate in a highly regulated, customer-sensitive environment where operational reliability, compliance governance and service quality all directly affect business outcomes. Technology failures affect claims processing and customer service. HR processes must manage a complex, often dispersed workforce. Facilities teams support diverse operational environments from head offices to claims centres and branch networks. Halo gives insurance organisations a single, enterprise-grade service management platform that meets regulatory requirements, delivers the audit trails compliance teams need and gives every service function the tools to operate efficiently and accountably.
Compliance and Governance
Halo complete audit trails, role-based access controls and compliance documentation capabilities are designed to meet the governance requirements of regulated insurance organisations. Every service request, approval, change and data access event is automatically logged and retained, giving compliance, risk and internal audit teams the evidence they need at any time.
Operational Resilience for Insurance
Insurance organisations are subject to operational resilience requirements. Halo ITIL-aligned incident management, problem management and change control capabilities give technology and operations teams the structure to maintain the availability and resilience of important business services, with the documentation needed to satisfy regulatory expectations.
One Platform Across Every Function
From technology and operations to HR, Facilities, Compliance and Finance, every function in an insurance organisation has service management needs. Halo brings them all together in a single, secure platform, each with its own workflows, service catalogue and SLAs, giving every team the structure to deliver consistent, accountable service.
AI With Insurance-Grade Governance
Halo includes AI across the platform as standard, with the governance controls that regulated insurance organisations require. Every AI action, classification and recommendation is logged and auditable, giving compliance and risk functions full visibility of how AI is contributing to service decisions. AI helps your teams work faster and more consistently, within a framework that satisfies your regulators.
Incident management for claims and customer systems
Failures in claims management platforms, policy administration systems, customer portals or broker interfaces have direct consequences for customer outcomes and regulatory obligations. Halo Incident Management module gives technology teams a structured, fast process for resolving critical system incidents, with priority-based routing, SLA targets, major incident workflows and stakeholder communication.
Change management with governance
Changes to technology systems in a regulated insurance environment must be carefully planned, properly approved and thoroughly documented. Halo Change Management module provides a structured, CAB-enabled process with risk assessment, regulatory impact analysis, change scheduling and complete audit trails that satisfy audit requirements.
Asset and configuration management
Insurance organisations manage complex technology estates where a single misconfiguration can affect customer-facing systems or introduce regulatory risk. Halo CMDB and Asset Management module gives technology teams a single, accurate view of every asset and configuration item, with relationship mapping, impact analysis and automated discovery.
Problem management and systemic risk
Recurring incidents in an insurance technology environment carry both operational and regulatory risk. Halo Problem Management module gives technology teams a structured process for identifying root causes, managing known errors and driving permanent resolution, with documentation that demonstrates a proactive approach to technology risk management.
Cyber security and data breach incident management
Insurance organisations hold significant volumes of sensitive personal and financial data, making them an attractive target for cyber attacks. Halo incident management and major incident workflows provide a structured, documented response capability for cyber security and data breach events, with complete records that satisfy ICO notification requirements and FCA operational resilience rules.
Onboarding for regulated and non-regulated roles
Onboarding in a regulated insurance business involves FCA fit and proper assessments, background screening, mandatory training and competency requirements. Halo automates the entire onboarding journey for both regulated and non-regulated roles, triggering the right checks and tasks across HR, Compliance and IT from offer acceptance, with complete audit trails that satisfy regulatory record-keeping requirements.
Certification and regulatory training tracking
Insurance organisations must demonstrate that individuals performing certification functions are assessed, approved and supported. Halo supports certification management, with annual assessment workflows, automated reminders ahead of renewal deadlines and reporting that gives HR and Compliance a real-time view of certification status across the regulated population.
HR self-service for a dispersed workforce
Insurance workforces often span head offices, regional operations centres, home workers and specialist claims teams. Halo self-service portal gives every member of staff a single, accessible place to raise HR requests, access policies and manage leave from any device and any location.
Sensitive HR and conduct case management
Managing conduct cases, whistleblowing disclosures and regulatory breach investigations in a regulated environment requires a structured, confidential process with a thorough and defensible audit trail. Halo provides a dedicated HR and conduct case management framework with restricted visibility and step-by-step workflows.
Leaver management and regulatory obligations
In a manufacturing environment where physical and digital security are both critical, managing leavers promptly and thoroughly is essential. Halo leaver workflowsWhen regulated individuals leave an insurance organisation, there are specific regulatory notification and record-keeping obligations. Halo leaver workflows manage the full departure process, from access revocation and regulatory notification triggers through to reference provision and record retention, with complete audit trails that satisfy regulatory requirements. automatically trigger the right actions across IT, HR, Facilities and security teams the moment a departure is confirmed, ensuring system and physical access is removed, assets are returned and every obligation is met.
Maintaining operational premises
Insurance organisations operate from head offices, regional centres, claims handling facilities and branch networks, each with different facilities requirements. Halo gives facilities teams a structured process for capturing, prioritising and resolving maintenance issues across every site, with contractor management and SLA tracking ensuring all premises are maintained to the standard that supports operational performance and customer experience.
Business continuity and alternative site management
Operational resilience requirements include the ability to maintain important business services from alternative locations. Halo supports facilities aspects of business continuity management, from alternative site readiness and equipment maintenance to staff communication during invocation events, with complete documentation that satisfies regulatory requirements.
Physical security and access management
Insurance organisations hold sensitive data about customers and policies, and physical security of premises is an important control. Halo supports management of physical access control requests, building security incidents and access change processes, with approval workflows, audit trails and reporting that satisfy internal security policies and data protection expectations.
Supplier and contractor compliance
Insurance organisations must manage third-party relationships in line with outsourcing and third-party risk management requirements. Halo supplier management capabilities support contractor onboarding, performance monitoring and contract management for facilities suppliers, with the documentation and audit trails needed to demonstrate appropriate oversight of third-party service providers.
Customer Story
From ServiceNow to HaloITSM: How inlumi Gained Efficiency, Flexibility, and Cost Savings
As inlumi grew, they needed an ITSM solution that could keep pace. Frustrated by rising costs, complex customisation, and declining support with ServiceNow, they made the switch to HaloITSM.
See Customer Story
30%
Reduction in licensing costs
Incident Management
Structured, ITIL-aligned incident resolution that gets every issue to the right team immediately and keeps every stakeholder informed throughout.
Asset Management and CMDB
A single, accurate register of every asset across your organisation, with full lifecycle tracking, relationship mapping and automated discovery.
Self-Service Portal
A branded, intuitive portal that makes it easy for everyone to get the help they need, from any device, at any time.
Workflow Automation
Automate complex, multi-step processes across every department so your teams spend less time managing requests and more time delivering outcomes.
SLA Management
Set, track and enforce service level agreements across every team and every request type, with automated escalation when targets are at risk.
Reporting and Dashboards
Real-time insight across every service function, from individual team performance to organisation-wide trends, with drag-and-drop dashboards and scheduled reports.
Change Management
A structured, auditable change process that protects your organisation during system updates, infrastructure changes and planned maintenance activities.
Knowledge Management
Capture, organise and share knowledge across every team so common questions are answered faster and expertise is retained across the organisation.
Triage & Routing
Self-Resolution
Virtual Agent
Intelligent Ticket Triage and Routing
Halo's AI automatically classifies every incoming request, identifies its priority and routes it to the right team without manual intervention. For Insurance organisations managing high volumes of requests, AI triage means resolution starts the moment a ticket is raised.
AI-Assisted Knowledge and Self-Resolution
Halo's AI surfaces relevant knowledge articles at the point of need, suggesting solutions before a ticket is submitted and recommending resolutions based on similar historical cases. The result is faster resolution, fewer unnecessary tickets and a consistently higher quality of service.
Virtual Agent for End Users
Halo's virtual agent gives every person across your organisation a fast, intelligent first point of contact, available around the clock without any human intervention required. End users can raise requests, report issues, check the status of existing tickets and find answers to common questions through a conversational interface that feels natural and immediate.
FAQ Question 1
FAQ Answer 1
In-depth reporting &
analytics with Halo
Try HALO for free today, the only platform to change the way the world works.