Bill Pay Claims

QFD supports automated processes like accounting and lettering, however, recovery for Bill Pay disputes will occur outside QFD. Analysts will continue to complete the required assignments within QFD while working outside QFD to complete the investigation and pursue recovery. 

1. Initial Investigation
   In the Initial Investigation assignment, analysts will determine how to handle the dispute: grant provisional credit when recovery is to be pursued, grant final credit to pay the claim, deny the dispute, or pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   Initial Investigation
   
   
2. Disposition
   In the Disposition Case assignment, analysts will select the recovery option Bill pay Review. They can pursue recovery by completing the form, selecting Do Not Pursue Recovery to move the dispute to the Final Investigation assignment or make a liability decision immediately, or selecting the Pend option from the Other Actions menu to pend the dispute for a variety of reasons. For more information on pending the claim, click here.
   
   
3. Recovery: Bill Pay Recovery
   In this assignment, QFD will present instructions advising the user to submit the Bill Pay research request in the external system. The user will check the box next to, "I certify the required steps have been taken."
   
   
4. Recovery: Bill Pay Research Response
   In this assignment, the user will record the final action on the claim based on the research that was completed in the external system. For fraud claims, the two options are Write Off and Deny Dispute. For non-fraud claims, the user will select either Processed Correctly, Error Found, and Payment Refunded. Error Found and Payment Refunded result in the claim being denied.