Death Claims Management Review
National Savings and Investments · London
Key facts
- Awarded
- 27 Sep 2022
- Contract starts
- 04 Oct 2022
- Contract ends
- 04 Apr 2023
- Procedure
- Call-off from a framework agreement (framework)
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| GUIDEHOUSE EUROPE LIMITED | — |
Description
Atos processes death claims on behalf of NS&I. This involves assessing claims for funds submitted by or on behalf of beneficiaries after the death of an NS&I customer. Simple claims are handled in Chennai; complex claims are referred to a team in the UK.
The objective of this review is to assess the design and effectiveness of Atos' controls operating in this process.
The main areas to cover are: ⢠Atos' UK based controls over the death claim process in Chennai ⢠Court Funds Office death claims ⢠Robotic chat automation and the development of this project ⢠Application and removal of blocker markers on customer profiles ⢠Automated blanket tracing of customers' connected product holdings
The review will not cover: ⢠Blanket tracing of lost/dormant customers ⢠Payment processes ⢠Testing of death claim handling or call sampling.
Risks: ⢠Fraudulent claims are not identified; ⢠Delays in processing claims lead to complaints ⢠Errors in processing claims lead to complaints and financial loss. ⢠Blockers, markers and account information are incorrectly applied to deceased customer profiles.
This contract is Framework further competition via Lot 1 of Crown Commercial Service Framework RM6188, 'Audit and Assurance Services'.
Categories (CPV)
- 79212200 Internal audit services
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