CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am.
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Transcript of CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am.
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CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009
9:30 am – 11:30 am9:30 am – 11:30 am
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JAN MOOREJAN MOOREChairman, IAM Claims Committee
BINL, Inc.
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MICHAEL CREMINSMICHAEL CREMINSScott Air Force Base
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5UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
JPMO HHGSJPMO HHGS
Defense Personal Property Defense Personal Property System Claims ProcessSystem Claims Process
DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families
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6UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
BriefBrief
• DPS Claims Process
• Customer Screens
• Transportation Service Provider Screens
• Customer Claim Survey Screens
• Questions
(A/O 01 1500Z OCT 09)
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7UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Claims ProcessClaims Process
(A/O 01 Oct 09)
• 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
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8UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer Home ScreenCustomer Home Screen
(A/O 01 Oct 09)
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9UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer Claims ScreenCustomer Claims Screen
(A/O 01 Oct 09)
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10UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: All ClaimsCustomer: All Claims
(A/O 01 Oct 09)
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11UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Individual ClaimCustomer: Individual Claim
(A/O 01 Oct 09)
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12UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Home ScreenTSP Home Screen
(A/O 01 Oct 09)
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13UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Claims ScreenTSP Claims Screen
(A/O 01 Oct 09)
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14UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Individual ClaimTSP Individual Claim
(A/O 01 Oct 09)
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15UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Individual Claim (cont.)TSP Individual Claim (cont.)
(A/O 01 Oct 09)
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16UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
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17UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
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18UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
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19UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
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20UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Questions
(A/O 01 1500Z OCT 09)
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21UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
ClaimsClaims
Back Up SlidesBack Up Slides
DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families
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22UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing 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)
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23UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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24UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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25UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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26UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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27UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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28UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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29UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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30UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
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J. CHRISTOPHER MALLEYJ. CHRISTOPHER MALLEYAir Force Claims Service Center
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U.S. Army Claims ServicePhone: [email protected]
US Coast Guard HHG ClaimsPhone: 757-366-6504http://uscg.mil/mlclant/ldiv/claims.htm
USMC Claims ServicePhone: [email protected]
Air Force Claims Service CenterPhone: 937-656-8044https://claims.jag.af.mil
U.S. Navy Claims ServicePhone: [email protected]
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Current Claims IssuesLegislative InitiativesAre Members Getting Good Advice?Are you looking to us—the MCO—for
anything?DPS information and testing
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More Current Claims IssuesCosmetic/Appearance Allowances—Still an
IssueRecovery ActionsFRV means Full Replacement Value, not
Fudged Replacement Value
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Informal Claims Service Survey of Satisfaction with FRV
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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 fallResults analyzed in spring
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Thank you for Attending
CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009
9:30 am – 11:30 am9:30 am – 11:30 am