Claims

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Claims Process

New Claims Process

Claim Stages

Advice Process Pipeline

Claim Reporting

Claims Process

There are two options under ‘Advice Process’ tab in the client’s file. These are L&R Claim and F&G Claim
When selecting either of these, the pop-up looks a bit different to a normal Advice Process.

New Claims Process

Policies: The policy the claim relates to will be able to be selected here.

Adviser: Will pre-populate based on the Adviser on file (L&R Insurance Adviser for L&R Claim or F&G Insurance Adviser for F&G Claim)

Claim Manager: Not a required field, but can be selected to indicate the Administrator who is looking after the claim (if this is different to the adviser).

Claimant: One or more clients can be selected under the Claimant dropdown

Claim Stages

Click the pencil to edit the Claim Process once saved.
Click 'Complete' to fill in a date to indicate the stage has been completed. Click again to amend the pre-filled date (this will automatically populate today's date)

Claim Documents

Different to the normal Advice Processes where there is a preset list to load.
Click to add and select from the dropdown to track the received documents
A document can be uploaded into the CRM (and filed under the client file under the appropriate service) or linked with an existing Document on file
Click remove to remove the linked Document

Fields

Adviser: This will be filled based on the pop-up to add, but can be amended
Claim Manager: This will be filled based on the pop-up to add, but can be amended
Reference Number: If the insurer uses a Reference Number - not a required field
Policy Number: This will be filled based on the pop-up to add. If you click this, it will take you to the corresponding policy. Unable to be edited once saved
Claim Type: Multi-Select of the Products to select which type of claim this is
Provider: This will be filled based on the pop-up to add. Unable to be edited once saved
Total Paid: Can be used to keep track of the claim total.
Claim Outcome: A dropdown of the Claim Outcome (Paid, Declined, NTU)
Payment Method: *F&G only. This pulls the payment method noted under the F&G section to draw your attention to whether the client is paying by installments or not (or if this has not been indicated in the client file). Is a multi-select dropdown.
Claimants: This will be filled based on the pop-up to add, but can be amended
Claim Details: Open Text field for notes about the claim, if required (helpful for summarising a claim timeline or just main details of the claim and what’s happening/happened)
Outcome Details: Open Text field for notes about the outcome, if required (particularly helpful for summarising declines)

Claim Closure

There is a button in the top right of the Claim Process to close the claim - no questions will be asked, this just marks the claim as closed in the CRM (tags as Ended - Incomplete if Advice Stages are Incomplete, Ended - Complete if all Advice Stages are complete)
In Progress is marked if this has not been closed or has been reopened
Cancel not currently available: This will follow shortly (closing where no Advice Stages have been completed)
Once clicked, the button will change to 'Reopen'. This can be reopened at any time.
Notes will be added when a Claim Process is closed or reopened (date and time stamped)

Notes & Emails

Notes can be added as per normal under the Claim Process which can be tracked in the Activity Timeline or by scrolling to the bottom of the Claim Process
Emails can be sent from the Claim Process.
There is a new option to have a ‘Claim’ template in the backend (complete this form to add a template under Claims: Templated CRM Emails - Out of a Client File ) that will only show templates tagged to a Claim in this dropdown. This keeps it separate from all the other Advice Process Email Templates / minimises number of options if you are using lots of templates

Service Tab

Create Claim

A claim process can be started from within the policy itself if there is an Inforce Policy on file.
Clicking this will open the ‘New Advice Process’ pop-up and the Policy information will pre-fill accordingly but can be edited.

Claim Summary

When a Claim Process is created and linked to a Policy, there will be a Claim Summary section under the corresponding policy that highlights create date, reference number, claim type, claim outcome, total paid and current status (in progress, ended, cancelled, etc). Clicking the eye will take you to the Claim.
- If there are no claims linked to the policy, this section will not be visible
Click the eye icon to go to the Claims Process

Advice Process Pipeline

Claims are searchable in the Advice Process Pipeline.
Reviewed By has been updated to also include Claim Manager in the filter so Claim Managers can search the Claims they are taking care of.
Four new columns have been added for claim management: Reference Number, Claim Type, Claim Outcome, Claim Total Paid
- Will default to ‘Not Visible’ in the first instance.

Claim Reporting

A new Report will be available to run from Reports to track Claims created within the reporting date range.

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