Overview
The Case Summary features key claim notes in bullet points. This list gives intake users the perfect amount of information to learn about the case and advise the account holder. Some of the details included here include required documents, credits to the account holder's account, and how long it could take to resolve the case.
Claim Statuses
The Case Summary section reflects the up-to-date details about the case. It's important for users to see the range of information that can be displayed here, so use the example claims created previously to illustrate real examples.
Open
The Case Status on an open case with no document requirement reflects the claim amount, any credits to the account holder's account, and how long it could take for the claim to be resolved.
Credit account
Deposit account
Claim example: Quality
Open with Info Needed
The Case Status on an open case with a document requirement reflects the claim amount, any credits to the account holder's account, how long it could take for the claim to be resolved, and the need for additional information.
Intake users can use the View Communication tool to view the email or letter that was sent to the account holder, or they can review the Required Actions tab, both will be covered in detail in later sections.
Claim example: Charged More Than Once/Paid by Other Means
Denied
The Case Status on a denied case reflects the following: We have resolved your dispute and send more information via <communication channel>.
Intake users can view and resend the denial letter using the View Communication tool. Use internal best practices to instruct the learner group how to handle this conversation.
Claim example: Stolen
Paid
The Case Status on a paid case reflects the following: We have resolved the dispute in your favor and the credit issued to you is now considered permanent.
Intake users can view and resend the paid letter using the View Communication tool.
Claim example: Card Secure
Paid and Denied Disputes
The Case Status on a resolved case that resulted in both paid and denied disputes reflects the following: We have resolved the dispute. Please refer to the correspondence provided for details.
Intake users can view and resend the resolution letter using the View Communication tool. Use internal best practices to instruct the learner group how to handle this conversation.
Learner Activity
Reviewing the Case Summary and advising the account holder of the happenings on the claim is a critical part of intake work. This is a great time to present a roleplay practice activity to strengthen the learners' knowledge on the Case Status and Summary, and enabling the group to practice some of the more challenging conversations they may have.