MyOMinsure Claims Registration Broker Guide

Transcription

1 MyOMinsure Claims Registration Broker Guide

2 Acknowledgements Designed by: Learning & Development Date implemented Feb 2018 Copyright: Source Material Supplied by Old Mutual Insure Jason van der Byl 2 P a g e

3 Contents Programme Outcomes... 4 Level of Complexity... 4 MyOMinsure Functionality... 5 Firefox Pop-up Blocker... 7 Pop -up Blockers for Firefox will be enabled MyOMinsure Logon... 9 MyOMinsure Home Page Claims History Search Function Broker Dashboard Expanding & Restoring a View Registering a claim on MyOMinsure Capturing Claim Details Searching for a Suburb Claim Multiple Item Selection Deterioration of Stock Selection Livestock Selection Answering the Claims Questions Capturing the Vehicle Information for Off Platform / Motor Traders & Fleet Policies Commercial Non Motor Questions Screen Motor Vehicle Damage Section rd Party Details Claim Auto Body Repairer (ABR) Viewing the Auto Body Repairer (ABR) details after selection Important Tips to remember when making an ABR selection on MyOMinsure Claim Documents Mandatory Claims Documentation Viewing documents that you have uploaded to the Claim on MyOMinsure Submitting the claim Item / Section not found MyOMinsure Support / Assistance P a g e

4 Introduction The purpose of this user guide is to provide you with an understanding of the benefits and features of the new MyOMinsure Digital Frontend Tool as well as basic navigation of the tool when registering a claim. Programme Outcomes This user guide will provide a guideline to: Log onto MyOMinsure Navigate the MyOMinsure Tool Search for Claims on the Claims History function Interpret the Broker Dashboard Register a claim on the MyOMinsure Tool Level of Complexity This tool will allow users to register claims, manage user profiles and track claim progress. All claims will be summarized on the dashboard view which will enable users to track claim progress and easily navigate to the required claims. 4 P a g e

5 MyOMinsure Functionality You may register the following types of claims on the MyOMinsure tool: Personal & Commercial Motor Claims with Auto Body Repairer selection Personal & Commercial Non-Motor Claims Important Tips to Remember when Registering a claim on MyOMinsure You will be presented with the Register Claim Notification screen, which will begin to filter information as you proceed with the capture of details. The item must be loaded on the policy to enable you to complete the claims registration. If the item is not on the policy or the policy cannot be validated, there is a process to follow in order to submit the claim to us for review & loading of the Item / policy. Submission of the policy schedule & premium confirmation is mandatory for submission of claims in which policy details / sections could not be validated. A reference number will be provided to you upon submission. The policy must be linked to your agency to enable you to register the claim Selection of Auto Body Repairer (ABR) is mandatory for Motor Claims registration if applicable to the claim type. The Document Upload tool enables you to submit the claim documents together with the claims registration. Documents which are mandatory for your claims registration on MyOMinsure are marked with an asterisk (*) within the document upload tool, so you that are able to distinguish what documents are required. Fields which are marked with an asterisk (*) are mandatory fields that must be captured before you may submit the claim. For group scheme policies the policy schedule & premium confirmation are mandatory documents. 5 P a g e

6 Claims details can be captured and updated at a later stage should information or documentation be outstanding from the policyholder. These claims will reflect in your un-submitted claims folder within the claims dashboard. These notifications can be retrieved and submitted once the information / documents have been obtained. The duplicate claim validation occurs on the following levels: 1. Claim Type (peril) 2. Date of Loss (checks within a 5 day range) 3. Item Level If the above criteria is flagged, you will receive the duplicate claim message to contact our FNOL center to have the claim registered. Google Chrome or Firefox are preferred browsers for the MyOMinsure solution. Ensure that your browser settings allow pop-ups as per the image below: 6 P a g e

7 Google Chrome Pop-up blocker You will receive a message confirming that there is a pop up blocker & will have a red X at the top right hand side of your screen: Click on the red X which will then give you the following options select Always allow for this site: Pop-up s for Google Chrome has been enabled. Firefox Pop-up Blocker Access the tools menu at the top of the Firefox Browser, Select Options from the Menu: 7 P a g e

8 Access the Content Tab within the window and De-select the tick box: Block Pop-up Windows Pop -up Blockers for Firefox will be enabled. 8 P a g e

9 MyOMinsure Logon You may access MyOMinsure via the following link: You may log onto MyOMinsure using your mf online credentials if you have an existing profile. New users can click on the Register link to create a new profile. 9 P a g e

10 MyOMinsure Home Page Once you have logged onto the MyOMinsure tool; you will notice the following: The main menu options are available on the left hand side of the screen. Icons indicating specific options e.g. Register Claims, Claims History, etc. Arrows on the main menu indicating sub menus. 10 P a g e

11 Claims History Search Function To conduct a Claims Enquiry you may click on Claim History on your home page: Within your claims history you are able to search using claim number, policy number, company registration number, agent number, broker reference number & customer ID number. Selecting a search criteria will enable the field for capturing. Once you have selected the search criteria and captured the relevant information; you may click on the Search button. 11 P a g e

12 Claims History Broker Dashboard New functionality included is the claims dashboard, which can be accessed from the Claims History icon. The dashboard will provide a summary of the Claim with access to the claims log. To view Submitted / Un-submitted & Closed claims for your agency code click on the Claims History icon on your home page. Click on the View Dashboard icon. 12 P a g e

13 You will be directed to the Claims Dashboard: Select your agency number from the Agent Number list of values. Click on Get Dashboard Figures. If you wish to return to your Claims History page you may click the Back button. 13 P a g e

14 The claims dashboard provides a view of the Submitted and closed claims, as well as a record of Un-submitted notifications: These are your notifications which have been captured up to a point but not yet submitted to Old Mutual Insure due to outstanding mandatory information or documentation. These notifications will remain in the un-submitted folder until the outstanding requirements have been completed & the notification submitted. You may retrieve the notification from this folder and you will be taken to the most recent page where the information was saved, in order to complete and submit. Claims which have been completely submitted to Old Mutual Insure for the selected agency. Claims which have been finalized, not taken up or cancelled for the selected agency. 14 P a g e

15 Once you have queried a claim through the claims search function or through using your dashboard, you are presented with the claim search detail: Click Show for a quick view of the claim details such as: Loss Description Notification Date Section Claims Handler Excess Click on Claim log to view claims log, claims details & progress. 15 P a g e

16 If the claim is not finalised or cancelled, the claims details reflects in blue (hyperlinked). You may click on that claim (hyperlink) to direct you to the claims details. If the questions are greyed out, it means the claim is fully submitted and you are not allowed to modify the answers. If the claim is un-submitted you are able to modify the questions and continue with the claim. Once you have clicked on Claims Log; the following screen will be displayed providing a view of the claims information: Claims Information details. Displays the Claim Financial Information (click on claim cost for claim cost breakdown). Displays the Back Office Negotiator s information. This is updated when the claim moves into the back office for processing, address is selectable, if you would like to send the negotiator a communication via MyOMinsure. This is the claims log which displays the progress history (you are able to sort this by Log Date, Actioned by, Notes Type & Detailed Description). 16 P a g e

17 Claims History Expanding & Restoring a View Within the Dashboard & search view, you have the ability to expand the current view by clicking on the Expand View icon, this will enable you to view the full detail located at the top right hand side of the window as displayed below: To return the screen to its original view, you may click on the Restore View icon located at the top right hand side of the window as displayed below: 17 P a g e

18 Registering a claim on MyOMinsure With MyOMinsure you are able to register Motor & Non Motor claims for our Personal & Commercial customers. You may also conduct a claims search to inquire on updates with your current claims, through the Claims History icon / Main Menu. Register Claim will guide you to the Register Claim Notification Screen. Claims History will allow the claims search functionality & access to your Dashboard. 18 P a g e

19 When registering a claim, the date of loss must be in the following format: DD.MM.YYYY OR you may select the date of loss from the calendar tool. After selecting / capturing the date of loss, you will be required to capture the Old Mutual Insure Policy number; then click on the Next button to proceed. Customer & Broker details are automatically populated to enable you to check before submitting. 19 P a g e

20 If the claim is captured 30 days after the incident MyOMinsure will prompt you to capture a reason for the late notification as displayed below: 20 P a g e

21 Registering a claim on MyOMinsure Capturing Claim Details This applies to all types of claims registered. You will proceed to capture the required claim information: Agent Reference Number. Your reference number for the claim, if none you may use the policy number as a reference) this will appear in your communications. Name of the person to be contacted with regards to the claim. Contact details of the person to be contacted with regards to the claim. address of the person to be contacted with regards to the claim. Please note that all questions marked by a red asterisk (*) indicate mandatory questions that must be answered before you can proceed. 21 P a g e

22 Registering a claim on MyOMinsure Searching for a Suburb This applies to all claims registrations. Search for the suburb of loss by clicking on the Search Suburb button which will launch a pop up for you to search for the suburb. Please ensure that pop ups are enabled on your browser for the MyOMinsure site. Once you have captured the suburb, click filter The suburb list will filter according to the suburb selection Select your suburb by clicking on the selection You will be returned to the Claims Notification Screen with the suburb field populated. 22 P a g e

23 Submitting the claim for record purposes & obtaining a No Claim Letter (applies to motor claims). If you are submitting the claim for record purposes and require a No Claim Letter, please answer Yes to these requirements, the requested No Claim Letter will be ed to the address captured under the claims details page: If you are registering a Third Party Only Claim and do not require a third party letter, please make your selection accordingly by answering the questions: 23 P a g e

24 After the suburb of loss is captured, continue to capture the Loss Description in field provided. Please ensure that you capture a detailed description of loss as this will assist with the correct handling of the claim. The examples below illustrate an unacceptable and acceptable description. TP into Insured - does not tell us much. Third Party into insured while insured was stopped at the robot - tells the back office and our Recoveries, Liabilities & Litigation department a lot more about what happened in the loss. 24 P a g e

25 You will then be asked if you require a No Claim Letter? You Will need to answer YES Complete the claim submission The No Claims Letter will be ed to the claim notify address If there are any claims validations that have been flagged (unpaid premium, green business etc.) the No Claim Letter will only be issued once these validations have been reviewed, and will be sent to the claim notify address. Select the section against which you are claiming, in this example the motor section is selected. After selecting the section, capture the time of loss in the format 24:00 hour format. The time of loss is mandatory for all motor claims including windscreen. The time of loss can be captured for non motor claims however is not mandatory. Click continue once you have selected your section. This will bring forward the Items under the section, as seen on the next page. 25 P a g e

26 Please note that depending on the product and the section, there will be instances where item is displayed and instances where the section is displayed. You will be required to select the peril applicable to the loss. After selecting the policy section, and clicking "Continue", the item / section is displayed for you to select the claim type / peril from the list of values. If more than one item is selected for claims registration it must be the same peril / loss class code. Please take note that only items / sections applicable to the date of loss will be displayed. If you would like to add / edit, please click on the Add / Edit button in order to select a different section / item. Once you have selected click next to proceed to the claims questions. 26 P a g e

27 Claim Multiple Item Selection The Claim Multiple Item Selection screen applies to commercial non motor sections in which there is more than one item loaded under a section, an example of this would be the Electronic equipment or Business All Risks section. The multiple item screen will display all items available under the section. 27 P a g e

28 If multiple items were impacted by the same loss / event, select the relevant check box and capture the claims loss estimate in the estimate field provided. Once you have captured the required information, you may click Continue to proceed. Deterioration of Stock Selection When it comes to deterioration of stock, you select the section check box and click the Continue button 28 P a g e

29 Capture the estimated amount of the claim, and select the section. Click on Next to proceed which will guide you to the claims questions for the type of loss. 29 P a g e

30 Claim Multiple Item Selection Livestock Selection As with the multiple item screen, you select the section and click on Continue. 30 P a g e

31 Capture the claimed units (no of cattle), indicate whether it s calf or lamb and insert the estimate of the claim, and select the section. Click on Next to proceed which will guide you to the claims questions for the type of loss. 31 P a g e

32 Registering a claim on MyOMinsure Answering the Claims Questions Here we give an example of the motor own damage questions as well as non-motor questions that are asked The claims case questions are different based on the item or section as well as the peril that was selected on the claim notification screen. Questions marked by a red asterisk (*) indicate mandatory questions that must be answered before you can proceed. The questions will differ depending on the Item chosen as well as the claim type, therefore please read each question carefully. If you do not have all the information, you are able to store the claim in un-submitted claims in your dashboard, until the policyholder has obtained the required information/documents. 32 P a g e

33 Capturing the Vehicle Information for Off Platform / Motor Traders & Fleet Policies (Motor Claims only) Vehicle details are required for auto body repairer playback on MyOMinsure, These are required for off platform (group scheme) / Motor traders & fleet policies These details can now be captured in MyOMinsure by filling in the relevant fields (Make, Model, Year, VIN, Engine & Registration number) 33 P a g e

34 Commercial Non Motor Questions Screen 34 P a g e

35 Registering a claim on MyOMinsure Motor Vehicle Damage Section This section of the claims questions will only apply to Personal & Commercial motor claims. Please capture from the list of values presented. Each value provides a severity indicator: o Heavy o Severe o Unknown o Light o Medium 35 P a g e

36 Registering a claim on MyOMinsure 3 rd Party Details Where a 3rd party has been involved in a Motor Accident claim, you are able to capture the 3rd Party details. This will only be required if the claim case question Is a 3rd party involved? has been answered as Yes. 36 P a g e

37 You may now track the status of the 3rd party aspect of your claim under the Recovery and Liability Claims History which is found under the claims log: Registering a claim on MyOMinsure Claim Auto Body Repairer (ABR) The auto body repairer selection applies to the following types of motor claims: Malicious damage Motor Vehicle Damage 37 P a g e

38 Viewing the Auto Body Repairer (ABR) details after selection Once you have selected an ABR from the drop down list; the selected Auto Body Repairer s details will reflect for you to review and share. 38 P a g e

39 Capturing Customer contact details for Assessment on the ABR Screen Customer s primary contact number & alternative contact details are captured These details will be shared with the selected auto body repairer to make contact with the insured for a booking Important Tips to remember when making an ABR selection on MyOMinsure Please note that it is mandatory to make an ABR selection before you can submit your claim. Claims where a selection has not been made will remain in your un-submitted claims within the dashboard which can be retrieved at a later stage 39 P a g e

40 Registering a claim on MyOMinsure Claim Documents Select the Item from the drop down list, to ensure that you are uploading the correct documents for the correct item Select the Document type from the drop down list. NB: Document types will vary depending on the type of claim. Mandatory documents are marked with an asterisk (*) within the within the document type list of values. Choose the file path button to access the document on your device. 40 P a g e

41 Click Upload Selected Document in order to upload. The document will appear in your documents list confirming that it has been uploaded. 41 P a g e

42 Mandatory Claims Documentation 42 P a g e

43 While we strive to eliminate the need for paper documentation, at times we do require certain documentation in order for us to validate and process the claim. Motor Claims Mandatory Documents required for claim submission: Drivers License. Policy schedule & Premium confirmation (only applicable to group schemes). Non Motor Claims Mandatory Documents required for claim submission: ITC number for stolen cellphones & tablets. Schedule & Premium confirmation (only applicable to Group Schemes). 43 P a g e

44 Viewing documents that you have uploaded to the Claim on MyOMinsure In the event that you would like to view documents that you have previously uploaded to a claim or wish to upload additional documents onto MyOMinsure follow these easy steps: Using your claim number within the claims dashboard, query your claim and click on the claims Log You will be directed to the claims log page, at the bottom of the claims log page click View / Upload Documents 44 P a g e

45 After clicking on View / Upload Documents you will be directed to the Claim Documents page, here you will be able to upload additional documents to the claim. View existing documents on this page. If the policy has more than one claim registered for that date of loss all documents for all claims for that date of loss will be displayed. In order to view documents for a specific loss / item, make use of the item drop down list on the documents page; which will filter documents pertaining to that item / section only. 45 P a g e

46 Remember that if a policy has more than one claim with the same date of loss, all documents for that date of loss will display, you need to select the relevant item / section in order to view the documents pertaining to that item / section. The documents will reflect accordingly based on your selection. The same will apply with document upload tool; select the item / section for which you are wanting to uploading additional documents. By selecting the relevant item / section you will be uploading documents to that claim. 46 P a g e

47 Registering a claim on MyOMinsure Submitting the claim Agree to the Terms & Conditions by clicking on the tick box. Once you have agreed to the terms and conditions; you will be able to submit the claim. Details of the Loss have been captured Policy Section & Item has been selected Claim questions have been answered Documents were uploaded Terms & Conditions were agreed 47 P a g e

48 Registering a claim on MyOMinsure Submission of the claim Once the claim has been submitted, you will be directed to the page below: On this page you will find: Confirmation of Item description Confirmation of the estimated excess Claim type submitted addresses for submission of documents or additional details Claim Number Upon selection OK you will be navigated back to the MyOMinsure home page 48 P a g e

49 Registering a claim on MyOMinsure Item / Section not found In the event that the item that you are looking for is not reflecting, you can click on No Item Found which will take you to the Register Claim Notification screen for Item Capture. Capture the details accordingly in relation to the item & the loss. Policy schedule for the time of the loss must be uploaded using the upload tool. Premium confirmation for the period of the loss must be uploaded using the upload tool. After attaching the policy schedule & premium confirmation via the Document upload tool you may click submit in order to submit your notification to us. 49 P a g e

50 Select document type from list of values I.E. Policy Schedule / Premium Confirmation Click on Choose file to access the file / document that is saved to your device. Once you have selected a file; click on Upload Selected Document. Click on the Submit button in order to submit the notification to Old Mutual Insure. In the event that the policy number could not be validated, you will be required to upload your policy schedule and provide details of the loss in order for us to review & validate, the following message will appear: 50 P a g e

51 You have the option to recheck the policy number or to continue to capture the details in order for us to validate and provide feedback: 51 P a g e

52 If you answer yes to the question asking if you would like to continue with the submission of the claim, the Register Claim Notification screen will appear for you to capture and submit. Please note that the policy schedule & premium confirmation are mandatory documents required for submission of claims on policies where details could not be validated. After submission of your notification & documents you will be furnished with a reference number & confirmation of the reference number. 52 P a g e

53 MyOMinsure Support / Assistance For support on MyOMinsure Claims Registration please send to: onlinesupport@ominsure.co.za Or contact Support directly on: P a g e