File handling
How often should a PH be updated?
Upon reaching outcome/a decision
OR
At least once every 3 months
What can you do to help determine liability?
CCTV/witnesses
ARFs/SOT
Google maps
Areas of damage
Credibility/balance of probability
Powers of subrogation
There are 10 intervention calls on file, how many should we listen to?
All of them
If you only have images but know the vehicle has gone for repair/is a TTL - what should you do even if you have reached outcome?
Actively chase for an ER / Repair breakdown
PH has raised concerns over quantum for VD, what do you do?
Tell PH you will look into these concerns
Get opinion from IHE/independent assessor
Find any possible motive for unrelated damage
Is PH credible?
Dispute if evidence suggests damage is inconsistent
How much do we reserve for Holly?
£24
What should you do if indemnity has been withdrawn?
Send C&I/A&A
Make PH/TPRs aware
Pass to recovery upon risk score
What do you need to do to justify your decision/outcome?
Assess all evidence on file
Have attempted to obtain further evidence
Leave clear balanced notes
You're 1 month out from risk score but TPS have contacted you disputing your concerns, what do you do?
Extend risk score for at least 3 months depending on the content/ if Lit has been threatened
There is no assessment on verisk for GDs (Tariff + NTI), what do you do?
Refer to JCG
Deduct for any overlap
When should panel be nominated?
If we hard repudiate a claim / mention them in comms
What should you do if the PH is dual insured?
Send a CC039 to other TPI
Find out info from PH
Assess level of cover
Consider recovery from dual insurer
On what fraud types should we contact TPI?
All of them
You're initial review made you aware of social media for the person of concern - what should you do at evidential stage?
Revisit these pages for any potential further evidence
The claim has been submitted through the MOJ with no obvious reason, what do you do?
Send a cost marker - obtain further info on injuries
Med expert
Med agency
Physio provider
Verisk
When should you pay outlay/PAV?
LNID + WOP + Mitigate losses if being chased
(Email Ruby/Nick if wanting to hold off)
When should we send a RAD1?
PI/motor claims in scope (5 previous years) for any party involved as standard
If older than 5 years then if a previous claim has been repudiated
Follow up with a call to TPI
You're aware of ongoing hire but have raised causation concerns, what should you do with the TPVD? (Non-protocol)
Get repair updates from CHO
Consider raising PAV on a WOP
What is the new minimum award a claimant can be given within the new tariff chart?
£275
No more than 3 months - no pscyh
When should you update VD in loss details?
Reviewing images
Reviewing ER
What 3 things warrant the file to be passed to recovery?
LID & outlay to be recovered
Indem issues
Fraud investigation lead to a repud
When should you leave your new claim review notepad?
LSI within 7 days
All other fraud types - same day as 1st touch
The LIP has rang up disputing the concerns raised, what do you do?
Run through overview of concerns
Advise they can seek representation
Log a complaint if they wish to do so
What is the new maximum award a claimant can be given within the tariff chart?
£4975
18 - 24 months + minor psych