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Understanding Profiles

The way that Users process claims depends on the account set-up and the Profile you give them.

If your organisation is registered for RTA only, you should use the RTA specific profiles; if your organisation is registered for EL/PL only, you should use the EL/PL specific profiles.

If your organisation is registered for both RTA and EL/PL, you should assign the profile most appropriate to your Users' work:  RTA only, EL/PL only or both.

Top Tip: Please make sure you have read the Visibility of Claims section, so that you understand the rules of how claims are visible to the various profiles.

Below are the profiles available for Compensators, and then for Claimant Representatives.

Compensator Profiles

Detailed below is a list of User profiles available for Compensators.

COMP Administrator

The COMP Administrator can log in to the administration console and manage all Users (RTA and/or EL/PL) belonging to their organisation. They can:

  • Create new Users, including other Administrators
  • Update User details
  • Disable a User
  • Enable a User
  • Reset Users’ passwords
  • Amend their own User details
  • Access the 'Reset Your Administrator Password' function
  • Update your organisation's details, excluding name
  • Update branch details
  • Create new branches (please note that once created, branches cannot be deleted).

Top Tip: It is important to note that an Administrator profile alone does NOT enable access to claims. A single User ID can be assigned both an Administrator profile as well as a Claims profile. See COMP Multi-profile below for more details.

COMP RTA Claim Handler

The COMP RTA Claim Handler can work with RTA claims within all branches of the organisation.

COMP ELPL Claim Handler

The COMP ELPL Claim Handler has the same functionalities as a COMP RTA Claim Handler, but restricted to EL/PL claims only.

COMP RTA Claim Handler Team Leader

The COMP RTA Claim Handler Team Leader has the same functionalities as a COMP RTA Claim Handler. In addition, the following functionality is available:

  • “Login as another User” to log in on behalf of any other User in the organisation (for example, in order to move a claim along the process and unlock it to make it available to other users).
  • “Allocate to user” to allocate a claim to a specific user.

Whilst the primary view is restricted to RTA claims only, the “Login as another User” function permits log in as an EL/PL handler, thus giving access to EL/PL claims.

COMP ELPL Claim Handler Team Leader

The COMP ELPL Claim Handler Team Leader has the same functionalities as a COMP RTA Claim Handler Team Leader, restricted to EL/PL claims.  Whilst the primary view is restricted to EL/PL claims only, the “Login as another User” function permits log in as an RTA handler, thus giving access to RTA claims.

COMP RTA Branch Claim Handler

The COMP RTA Branch Claim Handler has the same functionalities as a COMP RTA Claim Handler. The only difference is in the visibility: the work list shows the claims allocated to the same branch as the user.

COMP ELPL Branch Claim Handler

The COMP ELPL Branch Claim Handler has the same functionalities as a COMP RTA Branch Claim Handler restricted to ELPL claims.

COMP RTA Claim Dispatcher

The COMP RTA Claim Dispatcher can view all RTA claims initially received from a Claimant Representative irrespective of which branch the User has been allocated.

They can perform the following actions:

  • Acknowledge the claim (EL/PL only)
  • Accept the claim
  • Reject to CR
  • Re-assign to another Compensator Organisation
  • Re-allocate to another branch
  • Exit process
  • State Fraud.

As the COMP RTA Claim Dispatcher can view and action all claims for all branches until these have been accepted, the claims will remain in the work list even if it has been allocated to another branch.

When a claim is accepted, it disappears from the worklist.

NOTE: the use of this profile is optional.

This profile is intended to be used by Insurers/Compensators that want to set up a branch dedicated to the acknowledgement/acceptance of each claim received.

COMP ELPL Claim Dispatcher

The COMP ELPL Claim Dispatcher has the same functionalities as a COMP RTA Claim Dispatcher restricted to EL/PL claims.

COMP RTA Branch Claim Dispatcher

The COMP RTA Branch Claim Dispatcher has the same functionalities as the COMP RTA Claim Dispatcher. The only difference is in the visibility: the work list shows the claims allocated to the same branch as the user.

COMP ELPL Branch Claim Dispatcher

The COMP ELPL Branch Claim Dispatcher has the same functionalities as the COMP RTA Branch Claim Dispatcher restricted to EL/PL claims.

Advanced User delete claims

The ADVANCED USER Delete Claims profile allows the user to delete claims, in line with GDPR. The use of this function is being monitored.

Search Archived Claims User

This profile allows access to the Archive function, where claims reaching end of Stage 2 (Court proceedings) can be viewed for 12 months after completion.

COMP Multi-profile

A single User ID can be assigned multiple profiles, instead of requiring separate user IDs.

If you would like to extend access to the Administrative console to existing Users, add the Administrator profile to a Claims user ID, rather than adding claims profiles to an Administrator user ID. This ensures visibility and access to claims is not lost.

Claimant Representative Profiles

While it is possible to allocate users to branches, all Claimant Representative profiles allow the users to view and process claims regardless of branch.

Please note that the visibility of claims in the Worklist and the Search also depends on the status of the claim and if it is allocated to somebody else.  

CR Administrator

The CR Administrator can log in to the administration console and manage all users (RTA and/or EL/PL) belonging to their organisation. They can:

  • Create new Users, including other Administrators
  • Update User details
  • Disable a User
  • Enable a User
  • Reset users’ passwords
  • Amend their own User details
  • Access the 'Reset Your Administrator Password' function
  • Update your organisation's details, excluding name
  • Update branch details
  • Create new branches (please note that once created, branches cannot be deleted).

Top Tip: It is important to note that an Administrator profile alone does NOT enable access to claims. A single User ID can be assigned both an Administrator profile as well as a Claims profile. See CR Multi-profile below for more details.

They can also see their organisation’s branch structure.

CR RTA Claim Handler

The CR RTA Claim Handler can work with all RTA claims.

CR ELPL Claim Handler

The CR ELPL Claim Handler has the same functionalities as a CR RTA Claim Handler restricted to EL/PL claims only.

CR RTA Team Leader

The CR RTA Team Leader has the same functionalities as a CR RTA Claim handler. In addition, the following functionality is available:

  • “Login as another User” to log in on behalf of any other User in the organisation (for example, in order to move a claim along the process and unlock it to make it available to other users).
  • “Allocate to user” to allocate a claim to a specific user.

Whilst their primary view is restricted to RTA claims only, the “Login as another User” function permits log in as an EL/PL handler, thus giving access to EL/PL claims.

CR ELPL Team Leader

The CR ELPL Team Leader has the same functionalities as a CR RTA Team Leader, restricted to EL/PL claims.  Whilst the primary view is restricted to EL/PL claims only, the “Login as another User” function permits log in as an RTA handler, thus giving access to RTA claims.

Advanced User delete claims

The ADVANCED USER Delete Claims profile allows the user to delete claims, in line with GDPR. The use of this function is being monitored.

Search Archived Claims User

This profile allows access to the Archive function, where claims reaching end of Stage 2 (Court proceedings) can be viewed for 12 months after completion.

CR Multi-profile

A single User ID can be assigned multiple profiles, instead of requiring separate User IDs. If you would like to extend access to the Administrative console to existing Users, add the Administrator profile to a Claims User ID, rather than adding claims profiles to an Administrator User ID. This ensures visibility and access to claims is not lost.

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