Document Collection Procedure
Case Registration & Initial Assessment
Once a case is registered, either manually by the company’s agent or automatically via the company’s online portal (when submitted by the claimant), the agent must assess the circumstances of the case.
Additional Document Collection Requirement
In many cases, additional supporting documents may be required from the claimant to validate the claim details or substantiate the reported losses.
Document Request Process
To streamline and standardize document collection, the agent must use the dedicated “Document Request” functionality instead of relying on regular emails.
Steps to Request Documents via the System
Access the Case File:
Open the case in the system
Navigate to the Case View screen
Initiate Document Request:
In the Main Action Menu, select "Document Request"
Choose the required document types from the predefined list
Add specific instructions if needed
Send the Request:
Verify the document request details
Submit the request, which will notify the claimant through the system
After submitting a "Document Request", the Claimant automatically receives an email containing a system-generated message. This email includes a link labeled "Upload Documents", which allows the Claimant to submit the required files.
Monitor Responses:
Track document submissions within the case file
Follow up if necessary using system-generated reminders
By following this process, the document collection workflow remains efficient, standardized, and auditable.
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