clearing a backlog of claims
the challenge:
As a result of our long-standing relationship with our client we
were approached for assistance with file handling arising from
internal staff shortages. This followed a relocation of some
of their team, leading to a significant build up of claims.
our approach:
Our usual approach is to aim to cover staff shortages at
client’s offices by providing secondees from our own teams.
This arrangement provides short term assistance in clearing
backlogs and also enables us to build closer working relationships
with our clients. However, where assistance was required over
a longer period of time and where ‘ownership’ of individual files
was important, we agreed to handle a batch of files in-house,
taking them through from initial letter of claim to discontinuance,
settlement, or proceedings. We have dealt with nearly 300
files on this basis.
the result:
Files were handled in a timely manner, by a small team with
detailed knowledge of our client’s work and protocols; seamless
service delivered.