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Cancel Reason* | Free Form Text Required? | Cancel Reason Disclaimer | Should Route to Abandoned Claim Review | Should Auto Send Abandoned Correspondence |
|---|---|---|---|---|
Customer recognized transaction - No longer in dispute | False | False | True | |
Disconnected call - Not enough information received | False | A review will be completed to ensure a callback or email was submitted | True | False |
Duplicate dispute on file | False | False | False | |
Started in error | False | False | False | |
System issue - Unable to submit | True | True | False | |
Customer withdrew | False | False | True |
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Workflows
Auto-Resolve
When the claim is cancelled with a reason that does not route to a manual review, it is instantly resolved as withdrawn. If the Abandoned Claim letter is configured to send, it will generate and send in real time.
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Abandoned claims and claims that are cancelled with a reason that does route to manual review will generate the Review Unsubmitted Case task in the Non Reg assignment group. The assigned user will review the claim and determine next steps: resolve the claim as abandoned, submit the incomplete claim, or resume claim intake to complete the questionnaire.
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