Death Claims Management Review

Tender description

Atos processes death claims on behalf of NS&I. This involves assessing claims for funds submitted by or on behalf of beneficiaries after the death of an NS&I customer. Simple claims are handled in Chennai; complex claims are referred to a team in the UK. The objective of this review is to assess the design and effectiveness of Atos' controls operating in this process. The main areas to cover are: • Atos' UK based controls over the death claim process in Chennai • Court Funds Office death claims • Robotic chat automation and the development of this project • Application and removal of blocker markers on customer profiles • Automated blanket tracing of customers' connected product holdings The review will not cover: • Blanket tracing of lost/dormant customers • Payment processes • Testing of death claim handling or call sampling. Risks: • Fraudulent claims are not identified; • Delays in processing claims lead to complaints • Errors in processing claims lead to complaints and financial loss. • Blockers, markers and account information are incorrectly applied to deceased customer profiles. This contract is Framework further competition via Lot 1 of Crown Commercial Service Framework RM6188, 'Audit and Assurance Services'.