claims workshop sunday, october 11, 2009 9:30 am – 11:30 am
TRANSCRIPT
CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009
9:30 am – 11:30 am9:30 am – 11:30 am
JAN MOOREJAN MOOREChairman, IAM Claims Committee
BINL, Inc.
MICHAEL CREMINSMICHAEL CREMINSScott Air Force Base
5UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
JPMO HHGSJPMO HHGS
Defense Personal Property Defense Personal Property System Claims ProcessSystem Claims Process
DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families
6UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
BriefBrief
• DPS Claims Process
• Customer Screens
• Transportation Service Provider Screens
• Customer Claim Survey Screens
• Questions
(A/O 01 1500Z OCT 09)
7UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Claims ProcessClaims Process
(A/O 01 Oct 09)
• Customer: Logs into DPS 1. Reviews Claims information 2. Lists damaged/missing items by Inventory number 3. Indicates requested compensation • TSP: Reviews claim, makes offer or denies claim • Customer: Accepts, makes counter offer or sends to MCO • TSP: Makes payment or denies claim
• Claim settled or sent to MCO
8UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer Home ScreenCustomer Home Screen
(A/O 01 Oct 09)
9UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer Claims ScreenCustomer Claims Screen
(A/O 01 Oct 09)
10UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: All ClaimsCustomer: All Claims
(A/O 01 Oct 09)
11UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Individual ClaimCustomer: Individual Claim
(A/O 01 Oct 09)
12UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Home ScreenTSP Home Screen
(A/O 01 Oct 09)
13UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Claims ScreenTSP Claims Screen
(A/O 01 Oct 09)
14UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Individual ClaimTSP Individual Claim
(A/O 01 Oct 09)
15UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
TSP Individual Claim (cont.)TSP Individual Claim (cont.)
(A/O 01 Oct 09)
16UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
17UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
18UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
19UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Customer: Claim SurveyCustomer: Claim Survey
(A/O 01 Oct 09)
20UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Questions
(A/O 01 1500Z OCT 09)
21UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
ClaimsClaims
Back Up SlidesBack Up Slides
DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families
22UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
• Customer submits Claim to TSP
• TSP notes Claim does not have item Inventory Numbers
• TSP notes that Claim does not have Monetary Amounts by items
• TSP resolves Inventory Number Issue
• TSP resolves missing Monetary Amount Issue
• TSP makes offer to Customer
• Customer accepts, makes Counter Offer, or transfers to MCO
• TSP accepts Counter Offer, makes a new Offer, or denies Claim.
• Claim is settled or transferred to MCO
(A/O 01 1500Z OCT 09)
23UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
24UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
25UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
26UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
27UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
28UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
29UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
30UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS
Missing Claim DataMissing Claim Data
(A/O 01 1500Z OCT 09)
J. CHRISTOPHER MALLEYJ. CHRISTOPHER MALLEYAir Force Claims Service Center
U.S. Army Claims ServicePhone: [email protected]
US Coast Guard HHG ClaimsPhone: 757-366-6504http://uscg.mil/mlclant/ldiv/claims.htm
USMC Claims ServicePhone: [email protected]
Air Force Claims Service CenterPhone: 937-656-8044https://claims.jag.af.mil
U.S. Navy Claims ServicePhone: [email protected]
Current Claims IssuesLegislative InitiativesAre Members Getting Good Advice?Are you looking to us—the MCO—for
anything?DPS information and testing
More Current Claims IssuesCosmetic/Appearance Allowances—Still an
IssueRecovery ActionsFRV means Full Replacement Value, not
Fudged Replacement Value
Informal Claims Service Survey of Satisfaction with FRV
FORMAL SURVEY OF CUSTOMER SATISFACTION WITH FRV CLAIMS PROCESS
Joint US Army Claims Service/Army Research Institute project
Sample of Army personnel with HHG deliveries under FRV
Electronic survey: contact by email w/online survey engine
Survey “on street” in late fallResults analyzed in spring
Thank you for Attending
CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009
9:30 am – 11:30 am9:30 am – 11:30 am