Terms & Conditions

[roo]

Hi

Does anyone scan documents as soon as they are received at Customer Services or do all documents go to a specific section at the end of each day for scanning?

thanks in advance for any replies 😆

[Anonymous]

We scan at customer services.

[Rob Hawes1]

We scan the original documents on the front desk at customer services. It cuts out the double-handling of photocopying the originals and then scanning the photocopies. The customers/clients/claimants like it because they see their documents going into ‘the system’.

[Anonymous]

We then get the counter officer to check to see if all the info needed is in. If so then a simple 1 page form called a “priority sheet” is completed and given to the appropriate assessor.

If the claim can be done the assessor has 24 hours to then assess the claim.

It don’t half cut the PI times down 😀

[Rob Hawes1]

Snap! We index complete counter claims to a DIP worktray called ‘reception complete’, which is then worked on as a priority. It’s good customer service, stops them coming in a week later asking when their claim will be done and it’s nice to have the odd 1 day stat to counteract the 30+ day adverse inference claims.

[damo]

Our Customer Service staff scan upon receipt but they don’t suspend where appropriate! (I’ve been told they lack the necessary experience)… This can be quite annoying and makes for more LA error op’s than I and customers like. Rob’s idea sounds like a good one – having them all go to a specific indexing tray so i can suspend them as appropriate but I’d need to know the volume before I will suggest that! I would say our CS staff are usually pretty good at looking on the system and making sure they had sent in what we have asked for and reminding them of what may be outstanding… If only they would suspend… 😥

[Author]

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