Processing work

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  • #21519
    Anonymous
    Guest

    Do any Local Authorities process work while the customer is in the office, if they had all the information to allow them to do this either by appointment or drop in?

    if so how well does this work? is anyone willing to share their experiences?
    (postive or negative)

    #5402
    jmembery
    Participant

    We looked at it and decided it was a non-runner. However, Milton Keynes do process with the customer in front of them. I don’t have a contact there anymore, but you could try giving them a ring.

    #5403
    der11uk
    Participant

    I know South Lanarkshire do it in certain circumstances as an incentive to the claimant to bring in all info at the one time

    #5404
    Andrea Palmer
    Participant

    I know Crawley do this as they are currently working the ‘Vanguard’ way. the person you want to speak to is Andy Dale-Benefits Manager

    #5405
    Dawnie
    Participant

    We have a ‘while u wait’ service for complete new claims – the customer waits in reception – and an assessor processes the claim, then goes and tells them the result ( we can’t give them the notification letter, that comes off over night)

    As we are up to date we also tell them that if they don’t want to wait we will do it within 2 days – most of them don’t bother to wait.

    At the moment 71% of new claims received in our office by counter or post are ‘complete’ so this has helped us enormously

    We had Vanguard in too. We do not have ‘pending’ claims – we return incomplete claims ( recording correct date of claim) and pass responsibility over to the customer. this is the main reason our complete claims % is now so high. Customer can no longer put in the claim and then forget about doing anything about it.

    Dawn

    #5406
    trishc
    Participant

    “return” incomplete claim forms…. ooooohhhhh. might want to check this thread: https://hbinfo.org/forum/viewtopic.php?t=13671

    I assume you are recording the ones that dont come back as defective/ making adverse inference?

    #5407
    Dawnie
    Participant

    Yes we are – there is nothing wrong with what we are doing – customers are told the date of claim is recorded – we telephone at 14 days or send reminder and then send defective notice.

    #5408
    trishc
    Participant

    my bad, didnt mean to imply that you might be 😳
    anyway, glad to hear you’ve found a method that works! good for you.

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