Overview
The "Reclassify Case" action allows the user to set a new claim reason. When 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.
The user 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.
When the reclassification action is processed, the Claim Category and Claim Reason (both displayed in Case Assets) are updated. 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.
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. Regulatory SLAs are never removed.
"Reclassify Case" Action Not Available
Reclassification is only allowed when there are no disputes in active recovery. If one or more disputes are in recovery, recovery must be canceled before reclassification can be completed. Resolved claims cannot be reclassified.