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An introduction to the
Claims Portal
February 2013
www.claimsportal.org.uk
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
www.claimsportal.org.uk
2
A brief overview
• Has the CPRC signed off the Protocols/Forms/Rules
• Has the MoJ announced the commencement date?
• The distinction between
o the Protocol
o the Portal
• Improvements with the extended Claims Portal
o Same: software built to a very challenging timetable
o Improved: more resource applied - to ensure that Claims Portal Limited
communicates successfully and effectively with users.
o Improved: good preparation to prepare for the registering/logging in
process
• The challenge
o For us
o For you
www.claimsportal.org.uk
Who is Claims Portal Ltd?
APIL
LAW SOCIETY
www.claimsportal.org.uk
ABI
INDEPENDENT
CHAIR PERSON
TUC
INSURERS
MASS
MOTOR
INSURERS’
BUREAU
4
What is the Claims Portal?
• Background
– Implemented April 2010
– Supports the MOJ’s Fasttrack RTA Pre-Action Protocol
• Portal Developments
– Extension
– Expansion
• Portal Concept
– Post box not Case
Management System
www.claimsportal.org.uk
MOJ PRE-ACTION
PROTOCOLS
IMPLEMENTED
APRIL 2010
CLAIMS UP TO
£25K
RTA / EL / PL
POST BOX
ELECTRONIC
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Managing the Claims Portal
CLAIMS PORTAL LTD
MANAGED SERVICE
SERVICE
MANAGEMENT
User
Accounts
Admin
Helpdesk
Support
Complaint
Handling &
Enquiries
www.claimsportal.org.uk
RELEASE
MANAGEMENT
Business
Require
ments
Business
Analysts
Project
Mng’t
SUPPLIER
MANAGEMENT
SLA
Monitoring
Service
Delivery
Meetings
RISK AND
COMPLIANCE
DPA and
ISO27001
User
Agreements
6
Claims Portal Benefits
BENEFITS
FAST
SECURE
AVAILABILITY
EFFICIENT
A2A
SIMPLE TO USE
WEB
www.claimsportal.org.uk
LOW COST
UNIFIED
COMMUNICTION
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The Technology Partner: CRIF
www.claimsportal.org.uk
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CRIF worldwide
www.claimsportal.org.uk
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CRIF in the UK
CUE nominated supplier
Maintain a Data Base of Insurance Claims (Motor, Household,
Personal Injuries),
Connectors and ID and AML
checks
Data Base (ID and AML checks), County Court Judgment,
telephone No’s, Bankruptcy, Electoral Register, Vehicle
Data , etc.
Antifraud
Claims Portal - Workflow
Design and implement process flows
Scoring / decision models:
Outsourcing, hosting, software development and consultancy services
www.claimsportal.org.uk
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
A2A
INTEGRATION
WEB
BROWSER
www.claimsportal.org.uk
WEB
TRAINING
A2A
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Claims Portal: Functionalities
RTA Claim
Handlers
CNF
ISP
S2SP
Comp/Claimant Rep.
Administrators
Help
Desk
Registrations
EL/PL Claim
Handlers
CNF
ISP
S2SP
www.claimsportal.org.uk
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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.) to specify 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.
www.claimsportal.org.uk
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The Helpdesk
 One stop Claims Portal Helpdesk
 Available Monday – Saturday
(7am – 7pm weekdays and 8am – 2pm on Saturdays)
 Contact: [email protected]
 How it works
MANAGEMENT
SERVICES
PROVIDER
E-mail
CALLER
HELPDESK
Ticket nr.
Response
www.claimsportal.org.uk
2nd Level
CRIF
SUPPORT
3nd Level
DEVS
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The Helpdesk: what we can help with
What we CAN help with
 Registrations
What we CAN’T help with
 Problems with individual PC’s
or client software
 Re-enable admin accounts
 Legal issues
 Requests for A2A credentials
 Protocols interpretation
 Access to the Training and
A2A integration sites
 Queries on how to use the
website
www.claimsportal.org.uk
 We cannot comment on why
a Claimant Representative or
a Compensator took specific
action on a claim or rejected
a claim
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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
www.claimsportal.org.uk
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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 …….
www.claimsportal.org.uk
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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
www.claimsportal.org.uk
18
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
www.claimsportal.org.uk
19
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
www.claimsportal.org.uk
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Thank you for your attention
www.claimsportal.org.uk
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Management Information (MI)
EXECUTIVE DASHBOARD
PORTAL SERVICE
CLAIMS PROCESS
Availability
www.claimsportal.org.uk
Performance
Users
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Management Information (MI)
PORTAL SERVICE :
AVAILABILITY
NOVEMBER 2012 99.9%
SERVICE HOURS
MON - FRI
SATURDAY
www.claimsportal.org.uk
7AM - 7 PM
8AM – 2 PM
DECEMBER 2012
100%
JANUARY 2013
100%
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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.
www.claimsportal.org.uk
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Management Information (MI)
PORTAL SERVICE:
USERS
CLAIMANT REPRESENTATIVE ORGANISATIONS
3,073
CLAIMANT REPRESENTATIVE USERS
19,833
COMPENSATOR ORGANISATIONS
241
COMPENSATOR USERS
9,638
www.claimsportal.org.uk
25
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
www.claimsportal.org.uk
26
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.
www.claimsportal.org.uk
27
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.
www.claimsportal.org.uk
28
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
www.claimsportal.org.uk
29
The Behaviour Committee
•
The reporting process:
1. Address any issues in writing directly to the organisation
concerned
2. Where a satisfactory outcome has not been achieved, the issue
is reported to the Behaviour Committee using the Behaviour
Report Form
3. 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
4. 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.
www.claimsportal.org.uk
30
Preparing for Extension and Expansion
Development 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)
www.claimsportal.org.uk
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Preparing for Extension and Expansion
Development Approach – Phase 2
Test EL/PL A2A Solution
GO LIVE – EL / PL ( A2A Solution)
www.claimsportal.org.uk
32
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
www.claimsportal.org.uk
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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
www.claimsportal.org.uk
34
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
www.claimsportal.org.uk
35
Communications
•
•
•
•
New Brand
Communication priorities
Website developments
Keeping you informed
www.claimsportal.org.uk
36
Communications
• The brand
www.claimsportal.org.uk
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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
www.claimsportal.org.uk
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Communications
www.claimsportal.org.uk
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www.claimsportal.org.uk
Enter the userID and
password you
received from your
administrator. You will
be prompted to
change your password
when you first log in.
See info on password
standards.
www.claimsportal.org.uk
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 [email protected] to your “Safe
Senders” and firewalls
– Check ‘News and Announcements’ at
www.claimsportal.org.uk
• Future events
www.claimsportal.org.uk
42
Questions and answers
www.claimsportal.org.uk
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’
www.claimsportal.org.uk
44