Document initial file handling decisions for existing Financial Partners Program assignments

Steps to document the initial file handling decisions for existing Financial Partners Program (FPP) assignments (i.e. claims that were assigned to the FPP prior to March 9, 2017).

Prerequisites

Claims specialists or adjusters have assigned a financial professional (financial partner) in the FPP in accordance with policies/procedures:
  • Policy on assigning a financial professional in the Financial Partners Program
  • Policy on the Financial Partners Program, and
  • Assign a financial professional in the Financial Partners Program.

When this applies

When a financial professional is assigned to a claim, claims specialists or adjusters need to:
  • determine the (work) phase allocation needed for the file
  • determine the permitted hour authorizations for the phase alliocated, and
  • obtain any required manager approvals.
The above initial file handling decisions also need to be documented in ClaimCenter.

Procedure

  1. Determine the phase the file needs to be allocated to.
    If the phase is determined by an ... and the file needs to be allocated to ... Then ...
    senior claims specialist
    • Phase 2
    • Phase 4, or
    • Phase 5
    		 no approval is required.
    Phase 3 obtain manager approval.
    • claims specialist
    • customer claims specialist, or
    • adjuster
    • Phase 2
    • Phase 3
    • Phase 4, or
    • Phase 5
    		 obtain manager approval.
    Note: For further information, refer to policies/procedures:
    • Policy on work phase requirements for existing Financial Partners Program assignments, and
    • Financial Partners Program overview for existing assignments.
  2. Determine the permitted hour authorization for the FPP phase the file is allocated to, per the policy, Policy on the Financial Partners Program.
    Important: Claims specialists or adjusters, who need to allocate aditional hours to a phase, need to obtain approval from their manager. For further information, refer to the procedure, Request additional hours for an existing Financial Partners Program assignment.
  3. Create a note in ClaimCenter that documents the:
    • phase allocation for the file
    • permitted hour authorizations for the phase allocation of the file, and
    • required manager approvals, if applicable.
    Note: Any updates to this, throughout the duration of the assignment, need to be documented in ClaimCenter.
Parent topic: Policy on managing existing Financial Partners Program assignments