Policy on managing existing Financial Partners Program assignments

Policy on the file handling practices required for existing Financial Partners Program (FPP) assignments (i.e. claims that were assigned to the FPP prior to March 9, 2017).

Policy

The contract that governed FPP assignments until March 9, 2017 has expired, and is now replaced with a new Contract for Services. For details on FPP assignments occurring on or after March 9, 2017, refer to the procedure, What is the Financial Partners Program.

Claims specialists or adjusters with existing FPP assignments (claims assigned to the FPP prior to March 9, 2017), must ensure the file is managed in accordance with the:

requirements of the FPP (as identified below), and
additional file handling practices identified in the policy, Policy on the Financial Partners Program.

Category	Role	Requirement
Initial file handling decisions	Senior claims specialist Claims specialist Customer claims specialist, or Adjuster	Document initial file handling decisions per the procedure, Document initial file handling decision for existing Financial Partners Program assignments.
Communication with assigned financial professional	Senior claims specialist Claims specialist Customer claims specialist, or Adjuster	Ensure that the following documents are saved to ClaimCenter throughout the duration of the assignment: all documents, including the discontinued Economic Loss Assignment (CL472) (web) form, and all correspondence between ICBC and the assigned financial professional.
Phase allocations/hour authorizations	Senior claims specialist Claims specialist Customer claims specialist, or Adjuster	Determine which phase needs to be allocated for the file, in accordance with the policies/procedures: Policy on work phase requirements for existing Financial Partners Program assignments, and Financial Partners Program overview for existing assignments. Important: Phase allocations that are determined by: senior claims specialists, require approval when the file is being assigned to Phase 3, and/or adjusters, require manager approval for all phases.
	Senior claims specialist Claims specialist Customer claims specialist, or Adjuster	Create a note in ClaimCenter, to document: the phase to be allocated for the file permitted hour authorizations for the allocated phase (identified below, or as approved by your manager), and any required manager approvals received. Note: For further information, refer to the procedure, Document initial file handling decisions for existing Financial Partners Program assignments.
	Senior claims specialist Claims specialist Customer claims specialist Adjuster, or Defence counsel.	Consider that the maximum permitted hour authorizations for each phase of the FPP are: Phase 1 – not applicable, this was previously for completion of the discontinued CL472 form only Phase 2 – 10 hours Phase 3 – 5 hours Phase 4 – 5 hours, and Phase 5 – 10 hours. Important: Allocation of additional hours to any phase requires: manager approval for requests by adjusters, and adjuster/manager approval for requests by defence counsel.
	Senior claims specialist Claims specialist Customer claims specialist Adjuster, or Defence counsel.	If a file requires additional hours to be allocated to the assigned work phase, complete procedure, Request additional hours for an existing Financial Partners Program assignment.
Allocations to a different phase of the FPP	Senior claims specialist Claims specialist Customer claims specialist Adjuster, or Defence counsel.	Ensure that a file, needing to be allocated to a different phase of the FPP, meets the requirements outlined in the following policies/procedures: Policy on work phase requirements for existing Financial Partners Program assignments, and Allocate file to a different work phase for an existing Financial Partners Program assignment.
Document tracking for assigned financial professionals	Claims support assistant (CSA), Claims Services	Save the following documents to the document folder for the respective financial partner in Microsoft Outlook: assignment emails (distribution of the CL472 form) invoices, and reports (if received in Phase 4). Note: For further information, refer to the procedure, Track documents for an existing Financial Partners Program assignment.

Policy on managing existing Financial Partners Program assignments

Policy

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