Core Claims Services

Concepts

• finance and insurance
• consultancy services
• claims
• the above claims
• core claims services
• support services
• deposit claims processing
• the claim
• the above claims - resolving post decision correspondence
• claim

Location

UNITED KINGDOM

Description

FSCS would like to procure a Service Provider capable of providing claims handling services to ensure that FSCS has sufficient competent resource to fulfil its statutory obligations. The scope of the services are: * Deposit Claims Processing * Advice Claims Processing * Overflow Customer Contact *Support Services

Total Quantity or Scope

- Not Fit For Straight Through Pay-out (NFFSTP) Claims - Exclusion View (EV) Claims - Temporary High Balances (THB) Claims - Customer engagement activities, such as inbound and outbound calls, in the course of processing the above claims … - Early file preparation and triage activity (Pre-assessment tasks) - End to End processing on a proportion of claims where the approach to assessing the claim is more well-defined and standardised, and volumes are sufficient - Customer Engagement activities such as making Touch Point Calls or responding to incoming calls in the course of processing the above claims - Resolving post decision correspondence and processing Appeals for the Claims processed by the Service Provider … - Providing suitable telephony and administration support to deal effectively with inbound customer queries when volumes exceed the capacity that can be dealt with by FSCS internal teams. … - Providing appropriate capable staff to work with and assist FSCS with in-house tasks relating to potential and actual defaults, which may include project management and determining processes and procedures for complex failures.

Renewal Options

The duration of the initial term will be 60 months . After the initial terms, there will be an option for FSCS to extend the contract on up to two occasions for a maximum duration of [12] months on each of those occasions

CPV Codes

• 66000000 - Financial and insurance services
• 79342320 - Customer-care services
• 66500000 - Insurance and pension services
• 66519310 - Insurance consultancy services
• 66523000 - Pension fund consultancy services
• 66171000 - Financial consultancy services
• 66152000 - Financial market regulatory services
• 66150000 - Financial markets administration services

Indicators

• Bids should cover the whole contract.
• This is a recurring contract.
• Renewals are available.
• Award on basis of price and quality.

Other Information

The Authority reserves the right not to award the opportunity or to award only part (or a different arrangement) of the opportunity described in this contract notice. The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises (SMEs). However, any selection of tenderers will be based solely on the criteria set out for the procurement. Bidders should note that the procurement documents relating to stages of the procurement following the Selection Questionnaire stage are draft documents at this stage, providing indicative information about the Authority’s intended approach in the procurement process and are for general information only. The Authority reserves the right to vary, amend and update any aspects of the procurement documents and final details and versions of the procurement documents will be confirmed to applicants successful in being selected to participate in the relevant tender stages of the procurement procedure. Requests to participate must be by way of completion and return of the Standard Selection Questionnaire (in accordance with the requirements set out in the Standard Selection Questionnaire) by the date and time specified in Section IV.2.2. The Authority reserves the right not to accept requests to participate that are received after the deadline. Bidders are encouraged to submit their submissions well in advance of the stated date and time in order to avoid issues such as technical difficulties with the electronic system that may be due to the high volumes of traffic attempting to submit applications on the same date and time. To view this notice, please click here: <a href="https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=806609790" target="_blank">https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=806609790 GO Reference: GO-202394-PRO-23792634