New Claims processed within 14 days measure.

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  • #19686
    Anonymous
    Guest

    Just a quick one. Does the 14 day measure start when an RO is received (or referred) or when the claimant has provided all of the necessary information?

    e.g.
    Claimant provides effective claim on 1/4/05.
    Referred to RO on 2/4/05.
    RO received 12/4/05.
    Processed 18/4/05.

    In this example cycle time in 18 days, but has the claim been processed within 14 days of being made complete? (Stats 124 Q3)

    Thanks
    Matt

    #663
    karent
    Participant

    if the claim’s effective you should be referring to RO at earliest point and using IRLs to pay the claim upon until the ROD comes back. I’m baffled that people are polling that this claim HAS been done within 14 days as it’s clearly 18

    #664
    Anonymous
    Guest

    Hi.

    What I am trying to get across is that does the clock start ticking at the point the ROD comes back in for the purposes of New Claims processed within 14 days of receiving all the information, or alternatively does it start when the effective claim is received.

    Matt

    #665
    karent
    Participant

    sorry Matt what I was trying to say was that I believe the clock starts ticking at the point the claim is received – cos it’s at that point that the customer has submitted all evidence & info that they needed to (as you’ve stated it’s an effective claim) & therefore if you were sitting waiting for claims to come in (like we all are….not), you’d pick the claim up as it arrived on the doorstep, send off a RO referral & put the claim into payment based on the IRL until the ROD comes back

    hope this helps

    #666
    jmembery
    Participant

    Yes, a frustrating lack of detail in the MIS guide on this.

    However, I can only assume there was a reason for the definition difference of starting point from receipt of a “properly completed claim form” for item 14 and “all necessary information” for item 3.

    The only reasons I can think of for the difference are that item 3 (which we are talking about) is intended to make an allowance for the need to request an RO decision, or the time needed to obtain additional information not requested on a claim form. As I assume the DWP are not looking to reward LAs for having poorly constructed claim forms I can only assume it is the RO decision.

    #667
    seanosul
    Participant

    In simple terms- The RO referral is an internal process and not part of the “14 day” count. To bring down the Rent Service times go electronic. It is well worth it.

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