In this section you can find answers to:
What is the Claims Portal Data Retention Policy?
Principle five of the Data Protection Act 1998 states “personal information must not be kept for longer than is necessary”. In order to comply with this act, Claims Portal Limited (CPL) will routinely archive and destroy any information that is no longer required.
Click on the link below to download a full copy of the policy.
Claims Portal users are reminded of their own obligation to comply with Data Protection rules, as set out in the Claims Portal User Agreement, and therefore must also ensure they routinely remove claims from the Portal that are no longer required.
Once removed can Claims Portal retrieve any claims related forms or information?
Once deleted from the Claims Portal it is not possible to reinstate a claim or retrieve any claims related documentation.
It is important to remember that the Claims Portal is not a case management system and that every organisation must keep their own audit trails of all claims submitted or received. You must also ensure you print or save printable documentation at every stage of the claims process.
What claims will be deleted?
Claims Portal will identify and delete claims on a daily basis according to rules set in the system.
With the exception of claims that involve children, claims that are in the following application status that have been inactive for a period of time will be deleted.
A claim will be identified as involving a child and it will not be deleted if the current date minus the claimant’s date of birth means they are less than 18 years old.
Note: If a child becomes of age during the life of a claim it will follow the process flow of an adult claim, meaning the data retention rules below will apply.
|Last update made||Claims Phase|
|More than 30 days ago||Fraud stated|
|More than 60 days ago||Claims Rejected to CR (Claimant Representative)|
|More than 90 days ago||Claims Data/Input (drafts created, but not sent to a compensator)|
|More than 365 days (1 year) ago||Court Proceedings Pack Form|
|Court Proceeding Pack Form Response|
|Stage 2 Settlement Pack Additional Damages Decision CR|
|Stage 2 Settlement Pack Additional Damages Request|
|Stage 2 Settlement Pack Agreed CR|
|Stage 2 Settlement Pack All Damages Agreed|
|Stage 2 Settlement Pack All Damages Agreed CR|
|Stage 2 Settlement Pack Counter Offer|
|Stage 2 Settlement Pack Counter Offer Decision|
|Stage 2 Settlement Pack No Damages Agreed|
|Stage 2 Settlement Pack No Damages Agreed CR|
|Stage 2 Settlement Pack Not Agreed CR|
|Stage 2 Settlement Pack Original Damages Not Agreed|
|Start S2SP Additional Damages|
|Stage 2 Settlement Pack Additional Damages Timeout|
|Stage 2 Settlement Pack Agreement Decision|
The following claims will be deleted based on their CNF sent date. If the current date minus the CNF send date means the claim has been in the portal for more than 5 years, then the claim will be deleted.
|More than 1825 days (5 years) ago||Acceptance of Partial Interim Payment|
|Decision of Partial Interim Payment|
|Interim Settlement Pack Form|
|Interim Settlement Pack Rejected|
|Liability Admitted with Negligence|
|Stage 2 Settlement Pack Form|
|Start of Stage 2.1|
|Waiting for Interim Payment|
|Interim Payment Decision|
|Interim Payment Decision Timeout|
In addition, claims that are in the following application status will be automatically acknowledged after 30 calendar days.
- Liability Decision Timeout
- Liability Not Admitted
- Stage 2 Settlement Pack Repudiation
- Stage 2 Settlement Pack Confirmation
- Stage 2 Settlement Pack Agreed
- Stage 2 Settlement Pack Decision Timeout
- End of Stage 2
- Exit Process
When a claim is automatically acknowledged, it will fall into the standard housekeeping activities and will be archived and deleted after 30 days.
How do I know the application status of a claim?
For web users of the Portal the status of a claim can be found by using the Search function.
Log in to your account and select Search from the blue menu bar.
Enter the Application ID (without the leading zeros) and clear the Application start date "From" field then press Search. The application status of the claim is shown in the search results.
To find out more about how Search works please refer to the guide Claims Portal Walkthrough: Finding your way around the site or visit the Using the Portal page.
What is a “Notification”?
Notifications are the messages generated by the Portal along the lifecycle of a claim as a consequence of certain events. For example, when the Compensator clicks the “Accept” button after receiving a claim notification form, the system generates a notification to the Claimant Representative that says: “Claim 123 accepted by Compensator”.
Why are notifications deleted after 15 calendar days?
Good housekeeping of the Portal requires old notifications to be deleted on a daily basis and we encourage you to remove old notifications.
Due to the number of claims on the Portal and the volume of new Notifications, the Portal will automatically remove notifications after 15 calendar days.