--- title: "Pre-Market Sounding: Claims Handling" ocid: "ocds-h6vhtk-036695" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-036695" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-036695.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-036695.json" source: "Find A Tender Service" current_stage: "Planning" buyer: "FSCS (FINANCIAL SERVICES COMPENSATION SCHEME)" published: "2022-09-07" --- # Pre-Market Sounding: Claims Handling Buyer: FSCS (FINANCIAL SERVICES COMPENSATION SCHEME) Current stage: Planning OCID: ocds-h6vhtk-036695 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-036695) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-036695.json) ## Summary The Financial Services Compensation Scheme (FSCS) is planning a procurement process titled "Pre-Market Sounding: Claims Handling" in London within the financial and insurance services industry. The process involves exploring service provider options to enhance customer experience by outsourcing part of the claims handling process. Key aspects include customer contact services, document management, claims processing, and quality review. The FSCS aims to retain ownership of processes and technology while partnering to deliver operational outcomes. This tender opportunity by the FSCS in the services category can appeal to businesses offering scanning services, customer-care services, financial information systems, financial management consultancy, insurance and pension services, and customer services. The FSCS seeks partners to handle various aspects of claims processing efficiently, providing an opportunity for businesses with expertise in these areas to compete and contribute to delivering outstanding customer service for the financial services sector. ## Notice 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/025112-2022 | | 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 | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 7 Sep 2022 | | Submission deadline | Not specified | | Future notice date | 6 Sep 2022 | | Award date | Not specified | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Planned | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | FSCS (FINANCIAL SERVICES COMPENSATION SCHEME) | | Locality | LONDON | | Post town | Central London | | Postcode | EC3A 7QU | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Portsoken | | Westminster constituency | Cities of London and Westminster | | Delivery location | TLI London | ## CPV Codes ### Divisions - 48 - Software package and information systems - 66 - Financial and insurance services - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### 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 ## Release History - 7 Sep 2022 at 13:05 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/025112-2022 ## Notice URLs - http://www.delta-esourcing.com - http://www.fscs.org.uk - https://www.delta-esourcing.com/respond/3N339XT723 - https://www.delta-esourcing.com/tenders/UK-UK-London:-Financial-and-insurance-services./3N339XT723 ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-h6vhtk-036695. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-036695.json.