Core Claims Services

Tender description

The scope of the services are: * Deposit Claims Processing * Advice Claims Processing * Overflow Customer Contact *Support Services Lot 1: The scope of the services are: * Deposit Claims Processing - Not Fit For Straight Through Pay-out (NFFSTP) Claims - Exclusion View (EV) Claims - Temporary High Balances (THB) Claims - Customer engagement activities, such as inbound and outbound calls, in the course of processing the above claims * Advice Claims Processing - Early file preparation and triage activity (Pre-assessment tasks) - End to End processing on a proportion of claims where the approach to assessing the claim is more well-defined and standardised, and volumes are sufficient - Customer Engagement activities such as making Touch Point Calls or responding to incoming calls in the course of processing the above claims - Resolving post decision correspondence and processing Appeals for the Claims processed by the Service Provider * Overflow Customer Contact - Providing suitable telephony and administration support to deal effectively with inbound customer queries when volumes exceed the capacity that can be dealt with by FSCS internal teams. *Support Services - Providing appropriate capable staff to work with and assist FSCS with in-house tasks relating to potential and actual defaults, which may include project management and determining processes and procedures for complex failures.