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CLAIMS WORKSHOP

CLAIMS WORKSHOP. Sunday, October 11, 2009 9:30 am – 11:30 am. JAN MOORE Chairman, IAM Claims Committee BINL, Inc. MICHAEL CREMINS Scott Air Force Base. JPMO HHGS Defense Personal Property System Claims Process. DPS Supporting Our Warfighters and Their Families. Brief.

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CLAIMS WORKSHOP

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  1. CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am

  2. JAN MOORE Chairman, IAM Claims Committee BINL, Inc.

  3. MICHAEL CREMINS Scott Air Force Base

  4. JPMO HHGS Defense Personal Property System Claims Process DPS Supporting Our Warfighters and Their Families

  5. Brief DPS Claims Process Customer Screens Transportation Service Provider Screens Customer Claim Survey Screens Questions (A/O 01 1500Z OCT 09)

  6. Claims Process • Customer: Logs into DPS • 1. Reviews Claims information • 2. Lists damaged/missing items by Inventory number • 3. Indicates requested compensation • TSP: Reviews claim, makes offer or denies claim • Customer: Accepts, makes counter offer or sends to MCO • TSP: Makes payment or denies claim • Claim settled or sent to MCO (A/O 01 Oct 09)

  7. Customer Home Screen (A/O 01 Oct 09)

  8. Customer Claims Screen (A/O 01 Oct 09)

  9. Customer: All Claims (A/O 01 Oct 09)

  10. Customer: Individual Claim (A/O 01 Oct 09)

  11. TSP Home Screen (A/O 01 Oct 09)

  12. TSP Claims Screen (A/O 01 Oct 09)

  13. TSP Individual Claim (A/O 01 Oct 09)

  14. TSP Individual Claim (cont.) (A/O 01 Oct 09)

  15. Customer: Claim Survey (A/O 01 Oct 09)

  16. Customer: Claim Survey (A/O 01 Oct 09)

  17. Customer: Claim Survey (A/O 01 Oct 09)

  18. Customer: Claim Survey (A/O 01 Oct 09)

  19. Questions (A/O 01 1500Z OCT 09)

  20. Claims Back Up Slides DPS Supporting Our Warfighters and Their Families

  21. Missing Claim Data Customer submits Claim to TSP TSP notes Claim does not have item Inventory Numbers TSP notes that Claim does not have Monetary Amounts by items TSP resolves Inventory Number Issue TSP resolves missing Monetary Amount Issue TSP makes offer to Customer Customer accepts, makes Counter Offer, or transfers to MCO TSP accepts Counter Offer, makes a new Offer, or denies Claim. Claim is settled or transferred to MCO (A/O 01 1500Z OCT 09)

  22. Missing Claim Data (A/O 01 1500Z OCT 09)

  23. Missing Claim Data (A/O 01 1500Z OCT 09)

  24. Missing Claim Data (A/O 01 1500Z OCT 09)

  25. Missing Claim Data (A/O 01 1500Z OCT 09)

  26. Missing Claim Data (A/O 01 1500Z OCT 09)

  27. Missing Claim Data (A/O 01 1500Z OCT 09)

  28. Missing Claim Data (A/O 01 1500Z OCT 09)

  29. Missing Claim Data (A/O 01 1500Z OCT 09)

  30. J. CHRISTOPHER MALLEY Air Force Claims Service Center

  31. DoD Claims U.S. Army Claims Service Phone: 301-677-7009 USARCSFRVclaims@conus.army.mil U.S. Navy Claims Service Phone: 888-897-8217 NorfolkClaims@Navy.mil USMC Claims Service Phone: 703-784-9533 Hqmc.claims@usmc.mil Air Force Claims Service Center Phone: 937-656-8044 https://claims.jag.af.mil US Coast Guard HHG Claims Phone: 757-366-6504 http://uscg.mil/mlclant/ldiv/claims.htm

  32. Current Claims Issues Legislative Initiatives Are Members Getting Good Advice? Are you looking to us—the MCO—for anything? DPS information and testing

  33. More Current Claims Issues Cosmetic/Appearance Allowances—Still an Issue Recovery Actions FRV means Full Replacement Value, not Fudged Replacement Value

  34. Informal Claims Service Survey of Satisfaction with FRV

  35. FORMAL SURVEY OF CUSTOMER SATISFACTION WITH FRV CLAIMS PROCESS Joint US Army Claims Service/Army Research Institute project Sample of Army personnel with HHG deliveries under FRV Electronic survey: contact by email w/online survey engine Survey “on street” in late fall Results analyzed in spring

  36. Thank you for Attending CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am

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