Www.claimsportal.org.uk An introduction to the Claims Portal February 2013.

www.claimsportal.org.uk

An introduction to the Claims PortalFebruary 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– Provide insights into Portal operations and how you can

prepare for extension

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A brief overview

• Has the CPRC signed off the Protocols/Forms/Rules• Has the MoJ announced the commencement date?• The distinction between

o the Protocolo the Portal

• Improvements with the extended Claims Portalo Same: software built to a very challenging timetableo 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 challengeo For uso For you


Who is Claims Portal Ltd?

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APILAPIL

LAW SOCIETYLAW SOCIETY

MASSMASS

TUCTUC

ABIABI

INSURERSINSURERS

MOTOR INSURERS’ BUREAU

MOTOR INSURERS’ BUREAU

INDEPENDENT CHAIR PERSONINDEPENDENT CHAIR PERSON


What is the Claims Portal?

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POST BOXPOST BOX

CLAIMS UP TO £25K

CLAIMS UP TO £25K

MOJ PRE-ACTION PROTOCOLS

MOJ PRE-ACTION PROTOCOLS

RTA / EL / PLRTA / EL / PL

ELECTRONICELECTRONIC

IMPLEMENTED APRIL 2010

IMPLEMENTED APRIL 2010

• 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


Managing the Claims Portal

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User Accounts

Admin

User Accounts

Admin

Helpdesk Support

Helpdesk Support

Complaint Handling & Enquiries

Complaint Handling & Enquiries

Business Requirements

Business Requirements

Business AnalystsBusiness Analysts

Project Mng’t

Project Mng’t

SLA Monitoring

SLA Monitoring

Service Delivery

Meetings

Service Delivery

Meetings

DPA and ISO27001DPA and

ISO27001User

AgreementsUser

Agreements

RELEASEMANAGEMENT

RELEASEMANAGEMENT

RISK AND COMPLIANCE

RISK AND COMPLIANCE

SUPPLIER MANAGEMENT

SUPPLIER MANAGEMENT

SERVICE MANAGEMENT

SERVICE MANAGEMENT

MANAGED SERVICEMANAGED SERVICE

CLAIMS PORTAL LTDCLAIMS PORTAL LTD


Claims Portal Benefits

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FASTFAST

WEBWEB

LOW COSTLOW COST

AVAILABILITYAVAILABILITY

SIMPLE TO USESIMPLE TO USE

UNIFIED COMMUNICTION

UNIFIED COMMUNICTION

EFFICIENTEFFICIENT

A2AA2A

SECURESECUREBENEFITS


The Technology Partner: CRIF

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CRIF worldwide

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Maintain a Data Base of Insurance Claims (Motor, Household,

Personal Injuries),

CUE nominated supplier

Connectors and ID and AML checks

Claims Portal - Workflow

Antifraud

Scoring / decision models:

Outsourcing, hosting, software development and consultancy services

CRIF in the UK

Data Base (ID and AML checks), County Court Judgment,

telephone No’s, Bankruptcy, Electoral Register, Vehicle

Data , etc.

Design and implement process flows


Claims Portal: Main features

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PROVIDES THE FUNCTIONALITY FOR CLAIMANT REPRESENTATIVES AND COMPENSATORS TO COMMUNICATE IN LINE WITH THE PROTOCOL

PROVIDES THE FUNCTIONALITY FOR CLAIMANT REPRESENTATIVES AND COMPENSATORS TO COMMUNICATE IN LINE WITH THE PROTOCOL

HELP DESKAND

SUPPORT

HELP DESKAND

SUPPORT ADMIN

CONSOLE

ADMIN CONSOLE WEB

TRAINING

WEB TRAINING

A2A A2A A2A

INTEGRATION

A2A INTEGRATION WEB

BROWSER

WEB BROWSER


Claims Portal: Functionalities

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Help DeskHelp Desk

CNFISP

S2SP

RTA Claim Handlers

RTA Claim Handlers

Comp/Claimant Rep.Administrators

Comp/Claimant Rep.Administrators

EL/PL Claim Handlers

EL/PL Claim Handlers

Registrations

CNFISP

S2SP


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.

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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

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CALLERCALLER HELPDESKHELPDESK

MANAGEMENTSERVICES PROVIDER

MANAGEMENTSERVICES PROVIDER

CRIF SUPPORT

CRIF SUPPORT DEVSDEVS

Ticket nr.

2nd Level 3nd Level

E-mail

Response


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

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What we CAN’T help 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


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

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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 …….

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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

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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

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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

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Thank you for your attention

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Management Information (MI)

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CLAIMS PROCESSCLAIMS PROCESS

PORTAL SERVICEPORTAL SERVICE

UsersUsersPerformancePerformanceAvailabilityAvailability

EXECUTIVE DASHBOARDEXECUTIVE DASHBOARD



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SERVICE HOURS

MON - FRI 7AM - 7 PMSATURDAY 8AM – 2 PM

SERVICE HOURS

MON - FRI 7AM - 7 PMSATURDAY 8AM – 2 PM

NOVEMBER 2012 99.9%NOVEMBER 2012 99.9%

DECEMBER 2012 100%DECEMBER 2012 100%

JANUARY 2013 100%JANUARY 2013 100%

PORTAL SERVICE :AVAILABILITY

PORTAL SERVICE :AVAILABILITY



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PORTAL SERVICE:PERFORMANCE

PORTAL SERVICE:PERFORMANCE

NOVEMBER 2012 99.9%NOVEMBER 2012 99.9%

DECEMBER 2012 100%DECEMBER 2012 100%

JANUARY 2013 99.8%JANUARY 2013 99.8%

* Response times will not include the time taken to transmit the response over the internet.



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PORTAL SERVICE:USERS

PORTAL SERVICE:USERS

3,0733,073CLAIMANT REPRESENTATIVE ORGANISATIONSCLAIMANT REPRESENTATIVE ORGANISATIONS

19,83319,833CLAIMANT REPRESENTATIVE USERSCLAIMANT REPRESENTATIVE USERS

241241COMPENSATOR ORGANISATIONSCOMPENSATOR ORGANISATIONS

9,6389,638COMPENSATOR USERSCOMPENSATOR USERS



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CLAIMS PROCESS MI: HIGH LEVEL ONLYCLAIMS PROCESS MI: HIGH LEVEL ONLY

No OF CLAIMS SENT TO A COMPENSATORNo OF CLAIMS SENT TO A COMPENSATOR

No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 1No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 1

No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 2No OF CLAIMS THAT LEAVE THE PORTAL - STAGE 2

No OF CLAIMS THAT SETTLE - STAGE2No OF CLAIMS THAT SETTLE - STAGE2

No OF CLAIMS THAT LEAVE THE PROCESS - EXIT FUNCTIONNo OF CLAIMS THAT LEAVE THE PROCESS - EXIT FUNCTION



• 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.

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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.

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• 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



• The reporting process:1. Address any issues in writing directly to the organisation

concerned2. 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.

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Preparing for Extension and ExpansionDevelopment Approach – Phase 1

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Go Live – RTA (Web and A2A) EL (Web only)

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)


Preparing for Extension and ExpansionDevelopment Approach – Phase 2

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GO LIVE – EL / PL ( A2A Solution)

Test EL/PL A2A Solution


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

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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

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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

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Communications

• New Brand• Communication priorities• Website developments• Keeping you informed

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Communications

• The brand

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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

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Communications

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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.


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

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Questions and answers

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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’

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Www.claimsportal.org.uk An introduction to the Claims Portal February 2013.

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Transcript of Www.claimsportal.org.uk An introduction to the Claims Portal February 2013.