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An introduction to the Claims Portal

An introduction to the Claims Portal. February 2013. Introduction. Welcome Purpose of these talks An introduction to Claims Portal Something for new and existing users Clarify some misconceptions about the Portal and who’s involved

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An introduction to the Claims Portal

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  1. An introduction to the Claims Portal February 2013

  2. Introduction Welcome Purpose of these talks An introduction to Claims Portal Something for new and existing users Clarify some misconceptions about the Portal and who’s involved Provide insights into Portal operations and how you can prepare for extension

  3. A brief overview Has the CPRC signed off the Protocols/Forms/Rules Has the MoJ announced the commencement date? The distinction between the Protocol the Portal Improvements with the extended Claims Portal Same: software built to a very challenging timetable Improved: more resource applied - to ensure that Claims Portal Limited communicates successfully and effectively with users. Improved: good preparation to prepare for the registering/logging in process The challenge For us For you

  4. Who is Claims Portal Ltd? ABI APIL INDEPENDENT CHAIR PERSON TUC INSURERS MASS LAW SOCIETY MOTOR INSURERS’ BUREAU 4

  5. What is the Claims Portal? Background Implemented April 2010 Supports the MOJ’s Fast-track RTA Pre-Action Protocol Portal Developments Extension Expansion Portal Concept Post box not Case Management System MOJ PRE-ACTION PROTOCOLS IMPLEMENTED APRIL 2010 CLAIMS UP TO £25K RTA / EL / PL POST BOX ELECTRONIC 5

  6. Managing the Claims Portal CLAIMS PORTAL LTD MANAGED SERVICE SERVICE MANAGEMENT RELEASE MANAGEMENT SUPPLIER MANAGEMENT RISK AND COMPLIANCE User Accounts Admin Helpdesk Support Complaint Handling & Enquiries Business Requirements Business Analysts Project Mng’t SLA Monitoring Service Delivery Meetings DPA and ISO27001 User Agreements 6

  7. Claims Portal Benefits BENEFITS SECURE FAST AVAILABILITY EFFICIENT A2A SIMPLE TO USE LOW COST WEB UNIFIED COMMUNICTION 7

  8. The Technology Partner: CRIF 8

  9. CRIF worldwide 9

  10. CRIF in the UK CUE nominated supplier Connectors and ID and AML checks Antifraud Claims Portal - Workflow Maintain a Data Base of Insurance Claims (Motor, Household, Personal Injuries), Data Base (ID and AML checks), County Court Judgment, telephone No’s, Bankruptcy, Electoral Register, Vehicle Data , etc. Design and implement process flows Scoring / decision models: Outsourcing, hosting, software development and consultancy services

  11. Claims Portal: Main features PROVIDES THE FUNCTIONALITY FOR CLAIMANT REPRESENTATIVES AND COMPENSATORS TO COMMUNICATE IN LINE WITH THE PROTOCOL HELP DESK AND SUPPORT ADMIN CONSOLE WEB TRAINING A2A INTEGRATION WEB BROWSER A2A 11

  12. Claims Portal: Functionalities RTA Claim Handlers Comp/Claimant Rep.Administrators Help Desk EL/PL Claim Handlers Registrations S2SP S2SP ISP ISP CNF CNF 12

  13. Administrator Consoles CRIF has access to the Administrator console to create and maintain the Compensator and Claimant Representative account, add the branches and create an Administrator for the account. Access to the RTA and EL/PL systems is controlled at account level. We can enable the account for access to RTA only or EL/PL only or permit access to both. The Claimant Representative and Compensator Administrators have access to a subset of the Admin console as they are responsible for the creation and management of users. Administrators are responsible for adding and selecting  the profile of their users (Claim Handler, RTA Claim Handler, EL/PL Claim Handler etc.) tospecify which claims they will have access to (RTA plus EL/PL, RTA only or EL/PL only) They are also responsible for re-enabling and disabling users. Existing users of RTA will see that the profile names have change slightly so that we can differentiate between the two systems. 13

  14. The Helpdesk One stop Claims Portal Helpdesk Available Monday – Saturday(7am – 7pm weekdays and 8am – 2pm on Saturdays) Contact: helpdesk@rapidclaimsettlement.org.uk How it works MANAGEMENT SERVICES PROVIDER E-mail CALLER HELPDESK 2ndLevel Ticket nr. 3ndLevel CRIF SUPPORT DEVS Response 14

  15. The Helpdesk: what we can help with What we CAN help with Registrations Re-enable admin accounts Requests for A2A credentials Access to the Training and A2A integration sites Queries on how to use the website • What we CAN’Thelp with • Problems with individual PC’s or client software • Legal issues • Protocols interpretation • We cannot comment on why a Claimant Representative or a Compensator took specific action on a claim or rejected a claim 15

  16. Portal Training: how it works How training works The Training site contains a copy of the software held on the Production site Organisations are provided with Claimant Representative and Compensator credentials to simulate the process flow If you have a training account – check if your credentials are still working or if they need to be re-enabled Remember that there are two sets of credentials, one for training and one for production. Your credentials for production will not work in training Please do not add live personal details to training or the A2A integration site as we do not enforce the data retention rules on these sites. How to obtain access Registration Form on the Claims Portal website Credentials sent by the Helpdesk 16

  17. Other sources of training and helpful information Documentation available on the Claims Portal website Web User guide for Claimant Reps and Compensators User guide for Administrators Release notes Frequently asked questions Workshop presentations Technical documentation Portal User Agreements List of compensators Form for requesting Administrator access when all Administrators have left or credentials have been mislaid Data retention rules Plus more ……. 17

  18. Portal tips Administrators can leave or forget passwords - Ensure you maintain at least two Administrators Ensure all internally know the contact details of your Administrators this will save your Claim Handlers time as the Help Desk can only re-enable credentials for Administrators If you are an infrequent user of the Claims Portal remember that users including Administrators are disabled if you have not logged on for 90 consecutive days An Administrators credentials can only be used to access the Admin console if the Administrator requires access to claims they must log in as a Claim Handler 18

  19. Portal tips Data retention rules are in place to comply with Data Protection Print a copy of your claim throughout the process, once a claim has been deleted it cannot be retrieved Once you have sent a claim it is not possible to go back and make a correction if you have made a mistake Check before you hit the send button The system generates a high volume of notifications as they are generated at user level Delete old notifications 19

  20. Portal tips Access by CRIF to the production site is limited to a very few who need access to investigate a problem and this is tightly controlled. The Help Desk does not have access to your claim notification forms We cannot manually move claims on or pass a claim from one account to another Please do not send the Help Desk correspondence or a claim form to pass on to the other party as we have concerns regarding Data Protection and we cannot manage the claim on your behalf Familiarise yourself with the system Use the Training site and documentation available to you, check the Claims Portal web site on a regular basis 20

  21. Thank you for your attention 21

  22. Management Information (MI) EXECUTIVE DASHBOARD PORTAL SERVICE CLAIMS PROCESS Availability Performance Users 22

  23. Management Information (MI) PORTAL SERVICE : AVAILABILITY SERVICE HOURS MON - FRI 7AM - 7 PM SATURDAY 8AM – 2 PM NOVEMBER 2012 99.9% DECEMBER 2012 100% JANUARY 2013 100% 23

  24. Management Information (MI) PORTAL SERVICE: PERFORMANCE NOVEMBER 2012 99.9% DECEMBER 2012 100% JANUARY 2013 99.8% * Response times will not include the time taken to transmit the response over the internet. 24

  25. Management Information (MI) PORTAL SERVICE: USERS CLAIMANT REPRESENTATIVE ORGANISATIONS CLAIMANT REPRESENTATIVE USERS COMPENSATOR ORGANISATIONS COMPENSATOR USERS 3,073 19,833 241 9,638 25

  26. Management Information (MI) CLAIMS PROCESS MI: HIGH LEVEL ONLY No OF CLAIMS SENT TO A COMPENSATOR No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 1 No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 2 No OF CLAIMS THAT SETTLE - STAGE2 No OF CLAIMS THAT LEAVE THE PROCESS - EXIT FUNCTION 26

  27. Management Information (MI) Things to remember / consider The Claims Portal is not a case management system Claims Process MI is High level only / Not at organisational level Executive Dashboard is updated quarterly, available to all and is published at www.rtapiclaimsportal.co.uk Portal User Agreements controls use of MI. Ad hoc bespoke MI reports are not produced. Claims Portal do respond to MoJ requests. Ensure you consider your own claims management information requirements and make appropriate provisions in your internal business process/systems. 27

  28. The Behaviour Committee The Claims Portal Behaviour Committee is made up of claimant and compensator representatives formed to assist with the resolution of behavioural issues arising from use of the Portal The Behaviour Committee meet on a monthly basis and provide a non biased approach to any behavioural issues that have been submitted, calling on stakeholder guidance if required The Behaviour Committee provides general guidance on appropriate behaviour expected by users of the Portal in relation to the issue submitted. Such guidance is not intended to be binding on the parties. The Behaviour Committee consider behaviour issues in the context of the Civil Procedure Rules and Practice Directions, including in particular the Pre-Action Protocol for Low Value Personal Injury Claims, the objectives of that Protocol and the spirit in which it was introduced. 28

  29. The Behaviour Committee • How it works (with case studies) • The Committee reviews and responds to Portal user feedback where behaviour issues may arise regarding, for example, but not limited to: inappropriate use of Article 75; claims submitted without retainers; inappropriate use of Interim Settlement Packs; extensions of Time without Agreement. • Using the Behaviour Committee • All user organisations are urged to ensure that staff fully understand the requirements of the MoJ Protocol and how to use the Portal 29

  30. The Behaviour Committee The reporting process: Address any issues in writing directly to the organisation concerned Where a satisfactory outcome has not been achieved, the issue is reported to the Behaviour Committee using the Behaviour Report Form The issue(s) will be addressed in the Committee’s monthly meeting in the context of the Civil Procedure Rules and Practice Directions – engaging with the user community and industry regulators where necessary The Behaviour Committee will provide general guidance on appropriate behaviour expected by users of the Portal in relation to the issue submitted. Guidance on common behavioural issues, the Behaviour Committee policy document and Portal User Guides are all available on the website. 30

  31. Preparing for Extension and ExpansionDevelopment Approach – Phase 1 Review Draft Rules RTA and EL/PL - Build Business Requirements Develop and Test changes to RTA Portal Process (Web and A2A) Clone RTA Process and make changes for EL/PL Process Test EL/PL Process (Web only) Go Live – RTA (Web and A2A) EL (Web only) 31

  32. Preparing for Extension and ExpansionDevelopment Approach – Phase 2 Test EL/PL A2A Solution GO LIVE – EL / PL ( A2A Solution) 32

  33. Preparing for Extension and Expansion What Users can do to prepare? New Portal User Organisations Review last published Protocols / Impact on business processes Think about the role of Administrator / appropriate person Ensure you register for Communications Updates All Existing User Organisations Ensure Administrator Details Up to Date Check Training Accounts Ensure you register for Communication Updates 33

  34. Preparing for Extension and Expansion Existing RTA Web User – No EL/PL Changes to the RTA Portal process – Stage 1 costs / Interim Payments Slight amendment to the Administrator console Details will be published and put in to the Training site Existing RTA A2A User – No EL/PL Changes to the RTA Portal process Technical Specification will be published and put in to the Test site Existing RTA Web User - Moving to EL/PL Web No need to register for a new account Admin user will need to request access to the EL/PL Process Think about Branch set up and users. Ensure you register for Communication Updates 34

  35. Preparing for Extension and Expansion Existing RTA A2A User - EL/PL Web only - Phase 1 No need to register for a new account Admin user will need to request access to the EL/PL Process Think about Web branch set up and users. For Compensators – consider setting up new branches and EL/PL specific users to hold EL/PL work until A2A ready in Phase 2. For Claimant Representatives – consider setting up new EL/PL specific users until A2A ready in Phase Existing RTA A2A User - EL/PL A2A - Phase 2 Mechanism to Synchronise cases 35

  36. Communications New Brand Communication priorities Website developments Keeping you informed 36

  37. Communications The brand 37

  38. Communications Our Communication priorities: 1. Provide helpful, clear advice 2. Create content and visuals users can relate to 3. Tailor content to specific users 4. Make it easy to follow and intuitive to use At the heart of this is a new website Special sneak preview - the bones of the site Provides a sense of what’s to come 38

  39. Communications 39

  40. Enter the userID and password you received from your administrator. You will be prompted to change your password when you first log in. See infoon password standards.

  41. Communications Commitment to keep users informed Keep up-to-date with service updates, events and announcements Action for users: Sign up for e-newsletters at: www.claimsportal-mail.org.uk Add news@claims-portal.mail.org.uk to your “Safe Senders” and firewalls Check ‘News and Announcements’ at www.claimsportal.org.uk Future events 42

  42. Questions and answers 43

  43. Thank you Thank you for attending Q&As and the slides will be emailed w/c 4 March Preparations for the changes Users to be kept updated via email Further workshops intended Sign up for email updates - See registration desk/ feedback form Feedback form on back of the agenda – please note any suggestions for future ‘talks’ 44

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