Audit and Control

We routinely audit across our business for assistance and claims. Audits are based on a random sample of claims/cases per handler and typically based on 5 cases per person, per month.

Example case and claim audits areas:

  • Admin Process: data entry, correct scheme, initial reserve, pre-fail review, initial reserve
  • Case/Claim Manager Process: correct benefits identified, XS applied, cost containment appointed, fraud reviewed, recovery reviewed
  • Generic Process: proactivity, quality of letters/notes, DPA, TCF, case closure process followed

And for calls:

  • Customer journey
  • Expert friend
  • Soft skills
Snow mobiles