Notice Information
Notice Title
Pre-Market Sounding: Claims Handling
Notice Description
In considering our future Claims Handling operating environment and the services we are seeking, we have explored a range of options that will allow us to perform our statutory function, while working with one or more service providers to help us deliver an outstanding customer experience. Our preferred approach is one that allows us to retain design and ownership of the processes and technology, with a partner or partners delivering agreed operational outcomes. We are interested to hear from potential service providers on how they might deliver some or all parts of our end-to-end claims handling process - from initial customer contact and application, through data gathering from product providers representatives and customers to process claims, to issuing a decision and processing any post-decision correspondence.
Lot Information
Lot 1
FSCS's claims handling process can be summarised as follows: Customer Contact Services Email and webchat: The primary channel for customer communication, providing answers to customer queries and handling customer escalations and complaints Phone/helpline: The voice channel for customer service, providing answers to customer queries and handling customer escalations and complaints Post: The channel for processing all incoming post. This includes processing post that is both assigned to a claim, or unassigned, and ensuring that it reaches the correct recipient. Document Management Services Processing, scanning, validation and distribution of inbound mail Outbound mail production Physical storage of documents Claims Processing - which includes: Identity Verification -verifying the identity of the customer Claim creation and electronic file building - setting up claims records on the FSCS system Triage and allocation - including prioritisation of urgent claims and vulnerable customers Data Gathering and Validation - ensuring all material information is available to assess the claim Customer touchpoint - ensuring the customer is kept up to date on their claim including setting out next steps by phone and in writing Assessment - reviewing the material information to determine the eligibility of the customer and the outcome of the claim Decision - reaching a decision and issuing the decision outcome letter Quantification - determining the correct level of compensation Appeals and post decision contact Quality Review - independently verifying the assessment/quantification and the supporting evidence, and providing ongoing feedback, support and training where necessary
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-036695
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/025112-2022
- Current Stage
- Planning
- All Stages
- Planning
Procurement Classification
- Notice Type
- Planning Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Not Specified
- Procurement Method Details
- Not specified
- Tender Suitability
- Not specified
- Awardee Scale
- Not specified
Common Procurement Vocabulary (CPV)
- CPV Divisions
48 - Software package and information systems
66 - Financial and insurance services
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
48812000 - Financial information systems
66000000 - Financial and insurance services
66500000 - Insurance and pension services
79342300 - Customer services
79342320 - Customer-care services
79412000 - Financial management consultancy services
79999100 - Scanning services
Notice Value(s)
- Tender Value
- Not specified
- Lots Value
- Not specified
- Awards Value
- Not specified
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 7 Sep 20223 years ago
- Submission Deadline
- Not specified
- Future Notice Date
- 6 Sep 2022Expired
- Award Date
- Not specified
- Contract Period
- Not specified - Not specified
- Recurrence
- Not specified
Notice Status
- Tender Status
- Planned
- Lots Status
- Planned
- Awards Status
- Not Specified
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- FSCS (FINANCIAL SERVICES COMPENSATION SCHEME)
- Contact Name
- Procurement
- Contact Email
- procurement@fscs.org.uk
- Contact Phone
- +44 2073758175
Buyer Location
- Locality
- LONDON
- Postcode
- EC3A 7QU
- Post Town
- Central London
- Country
- England
-
- Major Region (ITL 1)
- TLI London
- Basic Region (ITL 2)
- TLI3 Inner London - West
- Small Region (ITL 3)
- TLI35 Westminster and City of London
- Delivery Location
- TLI London
-
- Local Authority
- City of London
- Electoral Ward
- Portsoken
- Westminster Constituency
- Cities of London and Westminster
Further Information
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.
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