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

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.

Award Detail

Award Criteria

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

Other Information

The initial contract duration is until 31st March 2030. There will be an option for FSCS to extend the contract from the expiry of the Initial Term on up to 2 occasions for a maximum duration of up to 12 months on each of those occasions. Please note the total contract value does not include the expenditure which may go through under a rate card. The expenditure for this element is estimated between £0 and £15m. To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=869240502 GO Reference: GO-2024624-PRO-26692477