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Frequently Asked Questions
The questions and answers have been broken down into sections. Please click on the section that is of most interest to you.
Getting Started FAQs June 2010
The New Process
The System Technology
Implications for Insurers/Intermediaries
Implications for Claimant Lawyers
Implications for Claims Management Companies
RTA PI Claims Process – Fact Sheet - 2010
Getting Started FAQs June 2010
Q: How do I register to use the portal?
A: Please click here and follow the registration stages
Q: When will I receive my portal registration log ins?
A:Currently the majority of registrations, depending on the complexity, take at least 5 working days from submission to process. Please submit your registration request to helpdesk@rapidclaimsettlement.org.uk.
Q: What do I do if I am having difficulty logging into the portal
A: Please check you have received your live Portal log in and id?
Secondly, please check you are using the right log ins and differentiating between log ins for accessing the members area of www.rtapiclaimsprocess.org.uk and the live portal – below, how to identify both log ins.
PLEASE NOTE THESE ARE TWO SEPARATE REGISTRATIONS AND LOG INS.
Website – www.rtapiclaimsprocess.org.uk
User name – email address
password – jumbled up large and small letters/numbers
Portal – www.rtapiclaimsprocess.org.uk
User name – ADMIN_XXX (Letters and numbers)
password – RaPIdXXXX (letters and numbers)
If you are still experiencing issues logging in please refer to your organisations administrator to re-set your password if you are a ‘claims handler’. Administrators refer to second administrator for a password re-set (if applicable).
Please to refer to the Help & Support tab within this website for further assistance.
Q: Can I add a claim using my administrator log in and id?
A: No you must be logged in to the portal using a ‘claims handler profile. If you are required to add a claims and you are the organisations administrator it is necessary to set yourself up with a second profile as a ‘claims handler’.
Q: What do Administrators do if the password has locked, for example because it has been entered inaccurately three times:
A: Your query should be forwarded to helpdesk@rapidclaimsettlement.org.uk for a password re-set and within 24 hours your password will be ready to use again.
Q: What do other users do if the password has locked, for example because it has been entered inaccurately three times:
A: Ask your System Administrator for a password re-set.
Q: What do I do if I am unable to find the relevant insurer to send a CNF to:
A: A large number of insurers are already registered and additional insurer registrations are being processed as they are received. Click here to view the full list within the members area of this site of compensators and insurers already registered onto the portal. If it is confirmed the insurer is not registered within the portal please contact helpdesk@rapidclaimsettlement.org.uk with the details of the missing organisation
Q: How do I change the designated administrator?
A: We would suggest the System Administrator adds an additional administrator for your organisation. In order to do this log in to the portal as the existing administrator. Select “New”, complete required fields and select profile “Administrator”.
For further details please refer to the ‘user guides’ within the members area of this website.
Q: How can I add or change my organisation’s branches?
A: Compile a new email and put into subject box “New/Changes to Branch details” and provide: Name for branch and full address including postcode and email to helpdesk@rapidclaimsettlement.org.uk.
Q: What do I do as the Administrator if I am having difficulty getting my log in to work?
A: Make sure you are selecting ‘administration’ within the selection drop down menu.
Please refer to the organisations second administrator to request for a password re-set (if applicable). Please refer to question above ‘How do I change the designated administrator?’ to set up a second administrator if required.
Please note if log in fails 3 times you need your password to be reset.
Copy and paste log ins to avoid human inputting errors.
Email helpdesk@rapidclaimsettlement.org.uk and request for a password re-set.
Q: What do I do if I have changed my password and now my log in does not work?
A: Please contact your administrator within your organisation as administrators should reset passwords. Alternatively, administrators themselves can contact the help desk on helpdesk@rapidclaimsettlement.org.uk.
Q: What are the different types of user profiles/logins available within the portal for Claimant Representatives (CR)?
A: Within the portal there are the following profiles/user logins available:
CR Administrator
CR Manager
CR Branch Manager
CR Team Leader
CR Claims Handler
Q: What functionality does each profile/user login have within the portal for Claimant Representatives (CR)?
A:
CR Administrator
The CR Administrator can view all the users belonging to their organisation and can;
- Create new user
- Update user details
- Disable user
- Enable user
- Reset user password
CR Claim Handler
The CR Claim Handler is the main user of the system for a Claimant Representative organisation: they can work with the claims along the whole workflow.
CR Team Leader
The CR Team Leader has the same functionalities as a CR Claim Handler, plus the possibility of using the “Login As” command in order to login on behalf of a CR Claim Handler (for example, in order to move a claim along the process or unlock it to make it available to other users)
CR Manager *
The CR Manager can login into the Reporting site and view the reports, related to the Claimant Representative to which the CRM belongs.
CR Branch Manager *
The CR Branch Manager can login into the Reporting site and view the reports, related to the Claimant Representative branch to which the CRBM belongs.
* Full functionality is currently not yet available.
Q: What are the different types of user profiles/logins available within the portal for compensators (Comp)?
A: Within the portal there are the following profiles/user logins available:
COMP Administrator
COMP Manager
COMP Branch Manager
COMP Claim Dispatcher
COMP Team Leader
COMP Claims Handler
COMP Branch Claim Handler
Q: What functionality does each Compensator profile/user login have within the portal?
A:
COMP Administrator
The COMP Administrator can view all the users belonging to their organisation and can;
- Create new user
- Update user details
- Disable user
- Enable user
- Reset user password
COMP Claim Handler
The COMP Claim Handler is the main user of the system: they can work with the claims along the whole workflow and they have no visibility constraints. irrespective of which branch they belong to.
COMP Claim Handler Team Leader
The COMP Claim Handler Team Leader has the same functionalities as a COMP Claim Handler, plus the possibility of using the “Login As” command in order to login on behalf of a COMP Claim Handler (for example, in order to move a claim along the process or unlock it to make it available to other users).
COMP Branch Claim Handler
The COMP Branch Claim Handler has the same functionalities as the COMP Claim Handler. The only difference is in the visibility: the work list of the CBCH shows only the claims allocated to the branch to which the CBCH belongs.
COMP Manager *
The COMP Manager can login to the Reporting site and view the reports related to the Compensator to which the CM belongs.
COMP Branch Manager *
The COMP Branch Manager can login to the Reporting site and view the reports related to the Compensator branch to which the CBM belongs.
COMP Claim Dispatcher
The COMP Claim Dispatcher can view all the claims initially received from a Claimant Representative and sent to their organisation irrespective of which branch the user has been allocated.
They can view the claims that are in the first phase “Claim Submitted” and perform ONLY the actions available when a claim has just been received as per the following:
- Accept the claim
- Reject to CR
- Re-assign to another Compensator (this facility should only be used to reassign to another brand within your organisation which has a different IIN, an insurer if you are a Self Insured company or a Third Party Claim Handler working on your behalf. It should not be used to reassign to another insurer that is not connected to your organisation. In these cases use the reject option and return to the CR).
- Allocate to another branch
- Classify as a Fraud.
When a claim is accepted, the Claim Dispatcher cannot see it anymore in their work list.
NOTE: the use of this profile is optional.
This profile is intended to be used by those insurers that want to set up an office dedicated to the acceptance of each claim received in their “work list”.
COMP Branch Claim Dispatcher
The COMP Branch Claim Dispatcher has the same functionalities as the COMP Claim Dispatcher. The only difference is in the visibility: the work list of the CBCD shows only the claims that are in the first phase “Claim Submitted” and allocated to the branch to which the CBCD belongs.
They can view the claims and perform the actions available when a claim has just been received:
- Accept the claim
- Reject to CR
- Re-assign to another Compensator (this facility should only be used to reassign to another brand within your organisation which has a different IIN, an insurer if you are a Self Insured company or a Third Party Claim Handler working on your behalf. It should not be used to reassign to another insurer that is not connected to your organisation)
- Allocate to another branch
- Classify as a Fraud.
When a claim is accepted, the Claim Dispatcher cannot see it anymore in their work list.
NOTE: the use of this profile is optional.
This profile is intended to be used by those insurers that want to set up an office dedicated to the acceptance of each claim received in their “work list”.
* Full functionality is currently not yet available.
Q: What is an article 75?
A: This is when an insurer requests for extra time outside the new time scales for investigation purposes. Click here to view the new timescales.
Q: What is a ‘CR’?
A: Claimant Representative
Q: Can I enter two claimants on the same CNF?
A: It is necessary to complete a CNF for both claimants and this applies for any number of claimants
Q: How do I link claims?
A: XXXXXX
Q: Why has the CNF I have just sent disappeared from my work list?
A: Once a CNF is sent to the relevant insurer it will not show in your work list, it will show on the insurers work list. Once the insurer has responded it will show again within your work list. You can access all the sent CNF within XXXX. For further details see ‘user guides’ within the members area of this website.
The New Process
Q: Why were the PI reforms introduced in April 2010?
A: The reforms were introduced to streamline the current compensation system by speeding up the process of establishing liability and finalising payment of low cost RTA injury claims. Claimant lawyers now submit agreed information and insurers/compensators responding within specific time periods.
Q: Do the reforms apply to all PI claims?
A: The new process does apply to low cost personal injury claims from accidents the occurred on 30 April 2010 and after in England and Wales and of value between £1,000 - £10,000 in damages – the majority of all motor personal injury claims affecting in the region of 500,000 claimants.
Q: Will the majority of motor claims go through the process?
A: It is anticipated the majority of motor claims will fall into the category covered by the new process. It is too early to judge how many of these will fall out of the process due to liability disputes. The technology system has the capacity and scalability to deal with the anticipated volume of claims covered by the new process.
Q: How long did it take to resolve low value RTA claims and how much did it cost?
A: Previously, it took several months to establish liability if the insurer/compensator has to request further information. Additional work by either side increases both legal and insurer/compensator handling costs. Streamlining the flow of agreed information on both liability and quantum between parties reduces the operational costs experienced and will enable the insurer/compensator to agree settlement more quickly.
Q: How does the new process differ from the previous RTA PI claims procedure?
A: The new process requires the use of standardised information passed between claimant lawyers and insurers through a secure electronic portal, within specific time frames, which enables key decisions to be communicated more quickly and reduces duplication.
Q: How is the new process structured?
A: There are two definitive key stages involved in the new process with an optional third stage in the event of disagreement on quantum:
Stage One: The claimant’s solicitor completes the claim notification form and sends it to the insurer, who may admit or deny liability within 15 working days. There is a £400 fixed fee.
Stage Two: Where liability is admitted, the claimant solicitor completes and sends a settlement pack to the insurer/compensator. The insurer/compensator has 15 working days to accept or a further 20 working days to negotiate via counter offers. There is an £800 fixed fee attached to this stage.
Medical evidence is gathered between stages 1 & 2 – there is no set time period as medical reports must reflect the claimant’s injuries and recovery.
Stage Three: Comes into effect only when the relevant parties cannot agree a settlement figure, the claim then proceeds to a quantum hearing. Fixed costs of £250 for a paper hearing or £500 for an oral hearing will be met and there is no time limit involved.
Q: Is the new process subject to regulatory compliance?
A: The new process is not subject to regulatory compliance, however, details, including the need to use a secure electronic method of communication will be contained within new Pre Action Protocol and amended Civil Procedure Rules. Non-compliance will carry potential cost consequences for both parties and it is therefore in everyone’s interests to adhere to the process.
Q: Is there any opportunities to amend the process?
A: The process has been laid out by the Ministry of Justice after lengthy discussions with claimant lawyers and insurers. It is an agreed process and there are no plans to modify the process for the time being.
The System Technology
Q: How will the technology system developed support the new process?
A: The system provides communications via web services including XML interfaces with claimant lawyer and insurer/compensator in-house systems and web browser options. It enables swift electronic exchange of all relevant claim related documentation, including medical reports, between lawyers and insurers/compensators supporting the drive to meet the agreed process time scales.
Q: What is IDSL’s (Insurance Database Services Ltd) role within the new process?
A: Claimant lawyers and insurers/compensators worked together to implement an electronic communication portal. IDSL as the body responsible for implementing and managing shared general insurance claims data initiatives for the insurance industry was asked to project manage and co-ordinate the implementation of the system for the benefit of all parties: claimant, lawyers & insurers/compensators. IDSL will continue to communicate with lawyers, insurers/compensators, brokers and other intermediaries to keep them appraised on the progress of the system.
Q: Who is the technology provider behind the electronic portal?
A: The technology partner who developed the portal is CRIF Decision Solutions Ltd (CRIF), a company known for providing decisioning solutions to financial services companies. CRIF was selected by a panel of claimant lawyers and insurers/compensators following a process which reviewed 15 responses to Invitation to Tender.
Q: Will insurers, compensators and lawyers have to invest in new technology to utilise the portal?
A: Users have a choice as to how they interface with the electronic communications portal. They may either utilise a web browser, whereby they only require access to the internet using standard browser software such as Internet Explorer (version 6 or above), Mozilla Firefox or Opera. Alternatively, they can create ‘extract and import’ programme interfaces to send and receive XML messages via the electronic portal to and from their own in-house system.
Q: Is it necessary for users of the portal to invest in training to utilise the technology?
A: Minimal training is required and where necessary, it focuses on in-house workflow processes.
Implications for Insurers/Intermediaries
Q: What is the resource implications for insurers?
A: The system is very simple to use and should mean that insurers and lawyers will not require additional resources to meet the time obligations set within the RTA PI process. The system provides insurers and compensators with information required from claimant lawyers to assess a claim at the outset electronically in an ordered way within set timeframes.
Q: What time and cost savings are expected to be realised from the new process?
A: Agreed and complete information from lawyers to support liability decisions by insurers/compensators provides reduced handling time for both parties which leads to internal cost savings. It is too early to quantify actual cost savings at this stage.
Q: Does speeding up the liability process on lower value RTA PI claims increase the risk of fraudulent claims slipping through by reducing the effectiveness of fraud detection measures?
A: Under SRA guidelines and the principle of ‘knowing your customer’, lawyers are already responsible for ensuring that they are not handling fraudulent or exaggerated claims, prior to issuing a claim notification. The process retains the ability to exit fraudulent claims at any point in the claim and existing fraud detection processes and techniques are not impacted.
Q: How is the insurance industry communicating the issue of notification of claims to brokers?
A: The first notification of an incident which might give rise to a claim via a broker is to be passed to the insurer in the normal way. If then the insurer receives a claim notification they will also keep the broker and policyholder appraised. IDSL is the body responsible for implementing and managing shared general insurance claims data initiatives for the insurance industry, and project manages and co-ordinated the implementation of the system for the benefit of all parties: claimant, lawyers, insurers/compensators, claim handling brokers and other Third Party Adminisrators.
Q: Does the new process change the approach by insurers on the views of their customers about the extent of their legal liability, in order to keep claims within the process?
A: Insurers have an obligation under the FSA guidelines to ‘Treat Customers Fairly’ (TCF). This process is not anticipated to have any impact on TCF. In this context, customers are seen as policyholders, drivers and claimants.
Implications for Claimant Lawyers
Q: What are the resource implications to claimant lawyers?
A: The system will be very simple to use and will not impact the resource required by claimant lawyers, who will now be in a position to submitted agreed information to enable insurers/compensators to reach a decision on liability within the 15 working day timetable. The system allows lawyers to provide the information currently supplied in hard copy in electronic format, as well as receive information back electronically from insurers/compensators within set time frames, making resource planning and allocation more efficient. Minimal training is required.
Q: Why does the Motor Accident Solicitors’ Society welcome the new process and consider the figures set as fair, whilst the Claims Standards Council say that the sums don’t add up and the process ignores the reality of how claims are generated and handled?
A: The system is not required to take account of costs agreed between claimant lawyers and insurer/compensators. The system, however, ensures that the claim notification form in Stage One includes, using validation rules, all the relevant information to enable insurers to reach quicker decisions on liability. The time limits and fixed legal costs associated with the claims life cycle and progression and were agreed following lengthy consultation between the Ministry of Justice, claimant lawyers and insurers.
Implications for Claims Management Companies
Q: How will the new process affect the handling of claims managed by Claims Management Companies?
A: The commercial relationships between claimant lawyers and claims management companies (CMCs) are not affected by the new process. CMCs can assist the claimant lawyer by ensuring that all relevant information is available from the claimant as early as possible.