process count for telephone claim and CIC and advance claim

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    1. We take CICs over the phone but don’t have a dedicated number yet and we don’t take tele claims. Does this mean:
    a) we only count from the “in writing” date?
    b) what if we never get any follow up in writing or don’t need in writing i.e. customer calls to say they’ve moved?
    c) what if we do get a dedicated CIC team with tel number – will we count from telephone date then or is it also dependant on taking tele claims?

    2. If we get advance claim do we count claim date as Sunday before the week of entitlement?

    Sorry for so many questions at once! 🙂

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