Transferring claims process

In this section you can find answers to:

Can I transfer large numbers of claims to a different organisation?

Transferring claims between organisations is now possible as part of the system changes made in Release 5. There are restrictions on the number and types of claims that can be transferred, which types of organisations they can be transferred between and the individuals that can request a transfer as explained below.

How do I request a claims transfer?

To request a claims transfer, please download the Claim Transfer form here, and submit the completed form to the helpdesk@rapidclaimsettlement.org.uk with the subject heading ‘Claims transfer request’. We recommend that you contact us at least 20 working days in advance of your preferred transfer date to allow enough time to assess, test, approve and schedule your transfer request. Please be thorough in completing all the necessary information as missing details will result in delays.

Are there a minimum number of claims that can be transferred?

Requests for a claims transfer are subject to a minimum volume of approximately 100 claims to be moved in a single transaction. 

What types of claims can be transferred?

Only active claims (for a list of active phases please click here) will be transferred and may only be transferred between two organisations of the same type. i.e. one Claimant Representative to another Claimant Representative.

Can draft CNFs be transferred?

No, draft CNFs cannot be transferred because this is not an active claim phase. For a list of active phases see the link above. Please submit your draft CNFs to the relevant compensator if you would like these claims to be considered for transfer.

Who can request a claims transfer?

The request to transfer claims must be made in writing received from a registered Administrator user of the sending or receiving organisation, and must be agreed by both the source and the destination organisations before a claims transfer will be considered. Claims Portal Limited can then begin to communicate with the primary point of contact listed on your form, which must be different from the Administrator, for both parties to begin the process of authorising and scheduling the claim transfer.

How long will it take to complete the transfer?

Once you have emailed the completed Claim Transfer form, someone will be in touch with you within five working days to discuss the details of your request. The time it takes to complete the transfer will vary depending on whether your organisation is a web or A2A user.

  • Transferring claims between two organisations that are both web users is easier, and CPL will complete the transfer within 5 working days of approving and scheduling the transfer request.
  • If either the source or destination organisations are A2A users CPL will need additional time to understand the details of how your organisation or software provider has implemented the Bulk Transfer capability and if there is a need for further testing of your A2A implementation before the transfer can be approved and scheduled. Additional testing will require CPL IT support therefore we recommend that you contact us at least 20 working days in advance of your preferred transfer date.

Does the claim transfer function work the same for web and A2A users?

The tool that CPL uses to transfer claims from one organisation to another works the same for both web and A2A users, although how you see transferred claims in your account will depend on whether you are a web or A2A user.

  • All web users will be able to see and work with transferred claims as they usually would. See below for details.
  • How A2A users see and work with transferred claims will depend on how your organisation or software provider has implemented the Bulk Transfer capability into the application you use to access Claims Portal claims. Please contact your A2A developer for specific information about Bulk Transfer.

How should I prepare other parties for the claim transfer?

Prior to the transfer we would recommend that the source organisation directly contacts the other parties (i.e. if you are a Compensator contact the affected Claimant Reps; if you are a Claimant Rep, contact the affected Compensators) to inform them of the transfer so that enquiries are minimised.

What options do I have to transfer claims?

There are three transfer options for you to choose from, depending on your organisations particular needs.

Option 1 – If you wish to transfer all active claims from one organisation to another.

Option 2 – If you would like to provide a list of specific claims to transfer.

Option 3 (this option is for Compensators only) – If you wish to transfer all active claims from a specified branch.

If you would like to transfer claims into more than one branch you must complete a separate Claim Transfer form for each set of branch details. Please note that a minimum volume of approximately 100 claims to be moved in a single transaction still applies.

What information do you need to complete a claims transfer?

The information you will be asked to provide on the Claim Transfer form depends on which of the three transfer options that is chosen, as described above. Please be thorough in completing all the necessary information as missing details will result in delays.

Organisation Type

Whether your organisation is a Claimant Representative or Compensator type

Source and Destination Organisation Name, Address and ID

These are all the necessary details of the organisation the claims are being transferred out of and into and what CPL will use to confirm your account details, for example:

Name:                      Milton & Brown

Address:                   221b Baker St., London, NW1 6XE

Organisation ID:        CR00019

To find your organisation ID log into the Claims Portal Administrator console and click My Organisation 

Click the Edit button.

The first field you’ll see is your Organization ID, which you cannot change.

Claims Portal user type

You will need to indicate if your organisation accesses the Claims Portal directly through the web application at https://www.rapidclaimsettlement.org.uk/ or by an A2A interface.

  • E.g. A2A user

Authorising Portal Administrator

Please provide the name of a registered Claims Portal Administrator from each of the Source and Destination organisations. The Claim Transfer form should be received from one of the Source or Destination organisation’s Administrators.

Primary point of contact details

Please provide the name, telephone number and e-mail address for the primary contact person that CPL will communicate with at both the Source and Destination organisations throughout the claim transfer process. This should be the person overseeing the transfer. They must be different from the ‘Authorising Portal Administrator’ details.

Source Branch Name, Branch ID – Compensator Only

If two Compensator organisations are transferring claims between one another the optional information of Source Branch Name and Source Branch ID can be provided if all the claims being transferred are allocated in one specific branch, for example:

  • North Branch, 003

Destination Branch Name, Branch ID, User ID

All claims must be transferred into the same branch and to an identified user for both Claimant Representatives and Compensators.

As part of the transfer process the contact details will be updated from those of the Source organisation to those held in the Claims Portal for the Destination organisation and the User ID you provide.

In the Claimant Representative example shown below the “Firm or Company Name” is updated to the Destination Organisation Name, and the Address details will be updated to those held in the Portal for the Destination Organisation (not branch). A Branch name and ID must be provided because all claims have to be allocated to a Branch. The Contact Name, Telephone Number and Email address will be updated to the details held in the Claims Portal for the User ID that you provide on the Claim Transfer Form. This information is mandatory so it cannot show the Source organisation details and it cannot be left blank.

CPL strongly recommends that the User ID you provide is for a Team Leader so they have the ability to allocate the claims to other users in your organisation, for example:

Branch Name:            North Branch

Branch ID:                 003

User ID:                     tl_jsmith

If you would like to transfer claims into more than one branch you must complete a separate Claim Transfer form for each set of branch details. Please note that a minimum volume of approximately 100 claims to be moved in a single transaction still applies.

What will happen if a claim does not successfully transfer?

You will initially be notified of the outcome of the claim transfer by email, including any claims that did not successfully transfer and the reason the transfer wasn’t successful.

Will timeouts be interrupted on claims being transferred?

All Portal timeouts will continue to advance within the destination organisation uninterrupted in line with the Pre-action Protocol. Please be sure your organisation is ready to manage the transferred claims, including those about to time-out.

How will I know a claim I’m working with has been transferred?

This will depend on whether you are a web or A2A user.

Web users will see the Claim Transfer icon (shown below) in their worklist and if the mouse cursor is placed on the icon details of the transfer will display.

The exact date and time the claim transfer took place can be viewed by clicking the View Process History icon in the Worklist.

When the Process History displays you can find the Claim Transfer activity by searching for the icon.

Users that have an A2A solution will receive notifications for the transferred claims, from the point of transfer. Each notification will contain the message “The Claim 0000000000001 has been successfully transferred from “Source Organisation” to “Destination Organisation”.

Will the original source organisation information change if a claim is transferred from one claimant representative to another?

The original source will always remain as the creator of the claim.  All PDF documents already generated will not be changed and will keep the original data; this means that it will show the details of the old organisation in the already generated documents and the details of the new organisation in the “to be generated” documents. The new destination organisation’s contact details can be viewed anytime. For more information see the Destination Branch Name, Branch ID, User ID section above.

What visibility will the Source Organisation have after the transfer?

Users in the Source Organisation will not be able to see transferred claims or any of their associated details including process history.

Want to know more about the audit process?

Demystifying the audit process:

If your organisation hasn’t previously been audited here are the primary objectives and top tips to remain compliant:

Audit Objectives and Scope

The primary objectives of the User Access audits are to:

  • Identify the extent of compliance with and departures from the User Access provisions, set out in the User Agreement;
  • Prevent un-authorised users from attempting to access the Portal via legitimate users;
  • To assist your organisation comply with User Agreements by recommending any security improvements and Portal Access Control issues identified.

The audit approach involves a risk-based assessment of the systems, processes and controls in place with the User agreement in four different areas:

  • Company information and knowledge;
  • Profile management;
  • Data access and monitoring; and
  • Third party compliance.   

 Top tips to remaining compliant:

 Knowledge

Each User accessing the Portal should do so having reviewed the Portal agreement and with the relevant training required to carry out the activities they need to complete on the Portal. Further guidance on the use of the Portal can also be found in the dedicated self-service User guides on the Claims Portal website www.claimsportal.org.uk

Password security

Each Portal User should have their own password credentials, which must not be shared with ANY other Users.  

Housekeeping – User profile updates and disabling expired Users 
 
Where a User no longer requires access or has left the organisation their User account details should be disabled by the Administrator.

Those organisations who demonstrated the greatest audit compliance have implemented internal processes to regularly review and update their User profile(s) and in particular disabling of access to Users no longer requiring it by implementing a quarterly review.