Claims Processing

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Recovery Procedure: Claims Processing

  • WHAT
    • CS01 - Claims Processing (Less Maturity and Annuity Payments)
Plan Development Template: Recovery Procedure Page 1 Copyright @ GMH Pte Ltd

Pre-Crisis

  • HOW
    • Store Claim Schedules, medical-term dictionary, standard letter templates, policy contracts payment vouchers at offsite office.
    • Coordinate with IT to provide backup for Claims Management System.

Recovery & Resumption

Within T+4 hours

  • HOW
    • Grab cheques and important system listings (pre-prepared) in the event of an evacuation
    • Require claimants whom were informed prior to crisis for cheque collection or demanding customers to provide documentary evidence to support their claims.

Within T+4 hours to T+8 hours

  • HOW
    • Request from claimants whom were informed prior to crisis for cheque collection to provide documentary evidence to calculate claim amount. E.g. Policy Document
    • Require demanding customers whose payments are due on the day of crisis to submit documentary evidence.
      • For cases without documentary evidence, a copy of the policy is to be extracted from warehouse.
      • Proivde manual Cheque Preparation by Finance.
      • Require claimants’ signatures on legal document as valid discharge and declaration.

After T+8 hours

Plan Development Template: Recovery Procedure Page 2 Copyright @ GMH Pte Ltd
  • HOW
    • Access E-Claims to identify cases, outgoing cheques and mails lost in crisis
    • Access Claims Tracking system to identify cases (not registered in E-Claims), outgoing cheques and mails lost in crisis
    • Re-requisition for cheques lost in crisis.
    • Re-type letters which were lost in crisis.
    • Determine the need to resubmit for claims which are in progress.
    • Claims processing and Payment.


Restoration & Return

  • HOW
    • Update in the system all data which were manually processed during the crisis.
    • Reconciliation of claims processed manually during crisis.
    • Redirect claim submission back to office.
    • Liaise with Finance on reconciliation of cheques issued during crisis.