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Purpose
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How to Reclassify the Case
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How to Manage Reclassified Cases
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Reclassifying a Claim
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this action is taken, the claim questionnaire will be displayed in a new window and the user will be prompted to answer the required questions for the chosen claim reason. How to Reclassify the Case
The user will select the "Reclassify Case" option from the Actions menu.
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The user
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will select the new claim reason the click the Next button. Completing the questionnaire on the next page is optional. The claim reclassification will be complete when the user clicks the Continue button.
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When the reclassification action is processed, the
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. The reclassified case responses will not change the responses captured at intake (Claim and Dispute Details).
How to Manage Reclassified Cases
The case-level audit logs case reclassification.
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Reclassifying a case has an important limitation. Any accounting or dispute status maintenance that has been completed will NOT be reversed.
When reclassifying from a claim reason that is not protected by regulation to one that is, regulatory protection SLAs will be applied. When reclassifying from a claim reason that is protected by regulation to one that is not, all regulatory protections will remain.
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Re-routing Work
When a claim is reclassified from one claim category to another, work routing rules are re-evaluated to re-assign work, as needed. For example, if a fraud claim on a credit card is reclassified to a non-fraud reason, the open assignments may be moved from work queues with a “.CreditFraud” suffix to workbaskets with a “.CreditNonFraud” suffix. The exact suffix will depend on your configuration and will ensure that the assignments are worked by users in the appropriate work group.
Limitations
Reclassifying a case has an important limitation. Any accounting or dispute status maintenance that has been completed will NOT be reversed.
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