TCM0300240 - Specialist areas - Specialist Trace: Verification failures - deceased adult
Version 1.0
Date published 21/05/2010
Changes to previous version - amended guidance. Replaces ‘Deceased Adult Verification Failure (Info) and (AG)’.
Checklist
Before you follow this guidance, make sure
- you’ve the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
- you’re in the correct MU. Use TCM0322460 for the correct MU number.
Background
The tax credits computer will create a deceased adult verification failure when a customer is matched to a record with a deceased indicator.
It’s unlikely that the customer has died in the time between submitting their claim and the claim being processed. Various checks will be carried out before to determine the correct action.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
Check Application Notes for a date of death for the customer. For how to do this, use TCM1000021.
If a date of death is shown for the customer in Application Notes
- make a note of the date of death
- go to Step 2.
If a date of death isn’t shown for the customer in Application Notes, go to Step 4.
Step 2
Check if a date of death marker is shown on the Taxpayer Business Service (TBS). For how to do this, use TCM1000099.
If there is a date of death shown on TBS
- make a note of the date of death
- go to Step 4.
If there isn’t a date of death shown on TBS, go to Step 3.
Step 3
Use the Access to DWP Data (ADD) system to check for a date of death for the customer. For how to do this, use TCM1000014.
If a date of death for the customer is shown on TBS and on ADD
- update Application Notes with the message IS23 from TCM0160040. For how to do this, use TCM1000028
- go to Step 4.
If a date of death for the customer is shown on TBS but not on ADD
- refer the case to the Confused ID Team
- take no further action.
If a date of death for the customer is shown on ADD but not on TBS, go to Step 4.
If a date of death for the customer isn’t shown on TBS or ADD, go to Step 4.
Step 4
Transfer the case to the Priority 1 Team MU. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
- update Application Notes with the message IS22 from TCM0160040. For how to do this, use TCM1000028.