Pre-Market Sounding: Claims Handling

FSCS's claims handling process can be summarised as follows: Customer Contact Services Email and webchat: The primary channel for customer communication, providing answers to customer queries and handling customer escalations and complaints Phone/helpline: The voice channel for customer service, providing answers to customer queries and handling customer escalations and complaints Post: The channel for processing all incoming post. This includes processing post that is both assigned to a claim, or unassigned, and ensuring that it reaches the correct recipient. Document Management Services Processing, scanning, validation and distribution of inbound mail Outbound mail production Physical storage of documents Claims Processing – which includes: Identity Verification –verifying the identity of the customer Claim creation and electronic file building – setting up claims records on the FSCS system Triage and allocation – including prioritisation of urgent claims and vulnerable customers Data Gathering and Validation – ensuring all material information is available to assess the claim Customer touchpoint - ensuring the customer is kept up to date on their claim including setting out next steps by phone and in writing Assessment – reviewing the material information to determine the eligibility of the customer and the outcome of the claim Decision – reaching a decision and issuing the decision outcome letter Quantification – determining the correct level of compensation Appeals and post decision contact Quality Review – independently verifying the assessment/quantification and the supporting evidence, and providing ongoing feedback, support and training where necessary