Claims - work lists (VFs - miscellaneous): Verification Failures work list (Info)
When a claim has been captured or there has been a change of circumstances, the computer performs a series of verification checks on the information that has been entered.
Each verification failure is entered on the Verification Failures work list. This list will tell you the number of failures that have occurred.
The same claim can appear on the Verification Failures work list on more than one occasion. This is because the computer carries out the following checks first
- applicant not matched
When these checks have passed verification, the computer carries out the other verification checks. If any of these checks fail, the computer will create a new entry on the Verification Failures work list.
When phoning the customer you must be sensitive to the fact that they may have been contacted more than once.
You will be able to tell whether the entry on the Verification Failures work list is a new one because,
- if there is a ‘P’ indicator, the computer will have automatically set the Action Date to three working days after the Creation Date
- if there isn’t a ‘P’ indicator, the computer will have automatically set the Action Date to seven working days after the Creation Date.
You will be able to tell whether the entry on the Verification Failures work list is already being worked on because the Action Date will be more than three days or seven days after the Creation Date.
The details of the action already taken on the claim can be found in the Application Notes field in Function CAPTURE APPLICATION (if the claim is pre-award) or in Function MAINTAIN HOUSEHOLD NOTES (if the claim is post award). Additional information may also be found on form TC648 in the clerical BF run.
On pre-award claims, each verification failure is given a severity level of either ‘High’ or ‘Low’ by the computer
- ‘High’ means that the verification failure must be resolved before the claim can be decided
- ‘Low’ means that the claim can be decided before the verification failure is resolved.
On post award claims, each verification failure will also be given a severity level of either ‘High’ or ‘Low’. The ‘High’ severity level failures must be dealt with as a priority.
Where a verification failure exists and the claim is subsequently finalised, the Verification Failures work list entry will be amended to include ‘finalised’ in the Rule Description.
In Function MANAGE VERIFICATION FAILURES, you can view either a ‘Current’ or ‘Historic’ screen. This guidance relates to the ‘Current’ screen. You can use the ‘Historic’ screen to
- view the reason for the change of verification status
- change the status from ‘Verified’ to ‘Not Verified’.
For ‘Current’ verification failures a separate information subject and Action Guide is provided for each verification failure.
Note: You must consider and try to resolve all of the verification failures at the same time and, as far as possible, only contact the customer once. You must also take the appropriate action to resolve each verification failure as soon as sufficient information has been obtained to do so.
Note: The Verification Failures work list only has one Action Date. If you need to consider more than one Action Date, you must enter the earliest Action Date on the computer and make a note of the later Action Dates in the Application Notes field in Function CAPTURE APPLICATION (if the claim is pre-award) or Function MAINTAIN HOUSEHOLD NOTES (if the claim is post award).
Note: You mustn’t manually change the verification status of the verification failure unless you are instructed to do so. Manually changing the verification status from ‘Not Verified’ to ‘Verified’ overrides the verification rule. Incorrectly changing the verification status can cause a number of problems - for example, incorrect information is held on the computer.
Note: You can use Function MANAGE VERIFICATION FAILURES to establish the date of the verification failure. This is shown under the Effective Date column. This can be
* the award start date or * the date the claim first failed verification.
If the date of the verification failure is after the effective date of the claim, this will indicate that a recent change has taken place. This information will be of use when contacting the customer.
Manual deletion of work items on this work list isn’t permitted.
Every work list provides the following information for each work item
- creation date
- reference (NINO)
- action date.
This work list also provides the following additional information
- number of failures
- application source
- areas of failure - for example, Bank / Emplyr / Child
- DWP/DSD information.
You can access the following functions direct from this work list
- MANAGE VERIFICATION FAILURES
- VIEW APPLICATION
- VIEW AWARD
- VIEW HOUSEHOLD NOTES
- MAINTAIN HOUSEHOLD NOTES.