2. Assignment of Case

Below is a concise overview of the Assignment of Case process, highlighting how each claim is allocated to the appropriate individual or team to ensure clear accountability.

Overview

The case assignment process ensures that cases are allocated efficiently within the system based on predefined rules and user actions. This process applies to cases registered manually, cases initiated by agents, and cases received through the online portal.

Case Assignment Rules

1. Manual Case Registration

• When an agent manually registers a case in the system, the case is automatically assigned to the agent who performed the registration.

• No further assignment action is required unless reallocation is needed.

1. Case Assignment Upon Work Initiation

• If a case is unassigned, the first agent who starts working on the case by clicking the “Start” button in the Application Case View automatically becomes the assigned agent.

• This prevents multiple agents from working on the same case simultaneously.

1. Cases Received via Online Portal

• Cases submitted through the online portal remain unassigned upon entry into the system.

• These cases must be manually assigned by an agent to a specific agent responsible for handling the case.

• Assignment is performed through the case management system by an authorized agent.

Assign / Reassign Case