Claims - capture (L-P): Logging claims
A claim can be made by
- a single person (known as a ‘single claim’)
- a couple (known as a ‘joint claim’).
The normal process will be to log and capture a claim at the same time. However, at peak times you can log the receipt of a claim form (TC600) only and capture the details from it at a later date. If you only log the receipt of the claim an entry will be made on the Incomplete Applications work list.
Tax credits claims can only be logged on to the computer if you have the minimum information for a single claim or joint claim.
If the minimum information isn’t available you will have to try to obtain it before the claim can be logged.
It is important that you record the correct date of receipt of the claim. Follow the guidance in TCM0064020.
When entering the minimum data on the Log screen in Function CAPTURE APPLICATION and you can’t find a match, you must enter more details on the Applicant Details screen. For the matching process to start again you must select [Continue] to enter the Children screen and then select [Back] to return to the Applicant Details screen.
To log the receipt of a tax credit claim form, consider steps 1 to 8.
Check if the claim form contains details of the minimum information required to log receipt of the claim for
- the customer in a single claim
- both customers in a joint claim.
If the minimum information
Check if the claim form has a contact phone number for customer 1 or customer 2.
If you have a phone number, phone the customer and ask them for the missing information. Follow the guidance in TCM0094080.
If the missing information is
Return the claim with a completed form TC609 to the customer’s address.
Use Function CAPTURE APPLICATION to log receipt of the new claim. It’s important that you record the correct date of receipt of the claim. Follow the guidance in TCM0064020.
At this stage you can either
- proceed to capture the rest of the claim. To do this, select [Continue]
- log this claim only. To do this, select [Log Next].