Compensation Recovery Team (CRT) reviews 117-01020020

Category title

Description

1

Compensation recipient is currently receiving ongoing periodic compensation payments and has a partner

• Do not send the preliminary notice as the compensation payer has already accepted liability. Sending the notice will stop the compensation payer paying periodic compensation
• Do not set the Issue Preliminary Notice to Manual. This prevents the CMM/CLR from generating and may affect the customer or any debt in the future

See Coding periodic compensation payments and raising debts.

2

Compensation recipient or partner are not receiving a compensation affected payment (CAP)

Finalise the claim using Periodic payments ongoing, no more payments recoverable. Ensure any associated CMM/CLR activity is cancelled on the AL or FAL screen in Customer First. Record all actions taken in a DOC.

3

Compensation recipient or partner has not claimed or received a CAP since the date of incident

Where periodic payments have ended in the past:

• finalise Claim ID using reason No pension/benefit paid
• do not send:
• a preliminary notice
• Rights and Obligations to customer and/or Solicitor

This will prevent further CMM/CLR activities from generating. Make sure any associated CMM/CLR activity is cancelled on the AL or FAL screen in Customer First. Record all actions taken in a DOC.

4

Compensation payer is overseas

If the compensation claim is current, the compensation recipient is liable to refund any debt owing.

• Check the Liable Party Details within the Claim Summary section
• The Name and Country fields are mandatory
• Do not send a preliminary notice

If the compensation claim is finalised, use reason code No further compensation claim proceeding. This will prevent further CMM/CLR activities from generating. Make sure any associated CMM/CLR activity is cancelled on the AL or FAL screen in Customer First. Record all actions taken in a DOC.

5

If the compensation claim does not fall under the compensation provisions, for example, payments received from personal superannuation

Check the Clearance Assessment under Clearance Details displays Clear to Pay:

• If Clearance Details displays pending enquiries, change the Clearance Reason from insufficient information to reasonable action taken
• Do not issue any notices
• Finalise Claim ID using reason code Not affected by compensation provisions

This will prevent further CMM/CLR activities from generating. Ensure any associated CMM/CLR activity is cancelled on the AL or FAL screen in Customer First.

No notices are to be sent. CRT are to complete the Comp Not Affected/Other Income Fast Note and code the payments on the Other Income (OIN) screen.

Further information can be found at Income from personal injury insurance schemes and disability benefits and Assessment of income for Centrelink payments.

6

Duplicate incident or details recorded on wrong customer

Before completing the unlinking action to delete the Claim ID:

• thoroughly check the record to locate all CMM activities in Customer First, including FAL screen. Do not unlink the incident until all CMM activities are finalised
• in Nxt key DDR to clear the AL screen

See Linking and unlinking compensation claims for instructions.

7

If the matter is settled or is no longer being pursued

Compensation claim/s can be finalised.

Finalise Claim ID using reason code No further compensation claim proceeding. Ensure any associated CMM/CLR activity is cancelled on the AL or FAL screen. Record all actions taken in a DOC.