Reclassifying a Claim

The Reclassify Case action available from the Actions menu will allow the user to set a new claim reason. When the 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. The user is not required to complete the questionnaire. However, they are encouraged to provide as much information as possible. When the reclassification action is processed, the Claim Category and Claim Reason (both displayed in Case Assets) are updated. Reclassification is only allowed when there are no disputes in active recovery. If one, or more, disputes are in recovery, recovery must be cancelled before reclassification can be completed.

Regulatory Impacts

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. See Regulatory Service Level Agreements for more details.

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.

The Reclassify Case action allows the agent to set a new claim reason. When this action is taken, the claim questionnaire will be displayed in a new window and the agent will be prompted to answer the required questions for the chosen claim reason.