CLAIMS WORKSHOP

CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009

9:30 am – 11:30 am9:30 am – 11:30 am

JAN MOOREJAN MOOREChairman, IAM Claims Committee

BINL, Inc.

MICHAEL CREMINSMICHAEL CREMINSScott Air Force Base

5UNCLASSIFIEDOPR: TCAQ-JPMO-HHGS

JPMO HHGSJPMO HHGS

Defense Personal Property Defense Personal Property System Claims ProcessSystem Claims Process

DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families


BriefBrief

• DPS Claims Process

• Customer Screens

• Transportation Service Provider Screens

• Customer Claim Survey Screens

• Questions

(A/O 01 1500Z OCT 09)


Claims ProcessClaims Process

(A/O 01 Oct 09)

• Customer: Logs into DPS 1. Reviews Claims information 2. Lists damaged/missing items by Inventory number 3. Indicates requested compensation • TSP: Reviews claim, makes offer or denies claim • Customer: Accepts, makes counter offer or sends to MCO • TSP: Makes payment or denies claim

• Claim settled or sent to MCO


Customer Home ScreenCustomer Home Screen

(A/O 01 Oct 09)


Customer Claims ScreenCustomer Claims Screen

(A/O 01 Oct 09)


Customer: All ClaimsCustomer: All Claims

(A/O 01 Oct 09)


Customer: Individual ClaimCustomer: Individual Claim

(A/O 01 Oct 09)


TSP Home ScreenTSP Home Screen

(A/O 01 Oct 09)


TSP Claims ScreenTSP Claims Screen

(A/O 01 Oct 09)


TSP Individual ClaimTSP Individual Claim

(A/O 01 Oct 09)


TSP Individual Claim (cont.)TSP Individual Claim (cont.)

(A/O 01 Oct 09)


Customer: Claim SurveyCustomer: Claim Survey

(A/O 01 Oct 09)



(A/O 01 Oct 09)



(A/O 01 Oct 09)



(A/O 01 Oct 09)


Questions

(A/O 01 1500Z OCT 09)


ClaimsClaims

Back Up SlidesBack Up Slides

DPSDPSSupporting Our Warfighters and Their FamiliesSupporting Our Warfighters and Their Families


Missing Claim DataMissing Claim Data

• Customer submits Claim to TSP

• TSP notes Claim does not have item Inventory Numbers

• TSP notes that Claim does not have Monetary Amounts by items

• TSP resolves Inventory Number Issue

• TSP resolves missing Monetary Amount Issue

• TSP makes offer to Customer

• Customer accepts, makes Counter Offer, or transfers to MCO

• TSP accepts Counter Offer, makes a new Offer, or denies Claim.

• Claim is settled or transferred to MCO

(A/O 01 1500Z OCT 09)



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(A/O 01 1500Z OCT 09)



(A/O 01 1500Z OCT 09)



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(A/O 01 1500Z OCT 09)

J. CHRISTOPHER MALLEYJ. CHRISTOPHER MALLEYAir Force Claims Service Center

U.S. Army Claims ServicePhone: [email protected]

US Coast Guard HHG ClaimsPhone: 757-366-6504http://uscg.mil/mlclant/ldiv/claims.htm

USMC Claims ServicePhone: [email protected]

Air Force Claims Service CenterPhone: 937-656-8044https://claims.jag.af.mil

U.S. Navy Claims ServicePhone: [email protected]

mailto:[email protected]

http://uscg.mil/mlclant/ldiv/claims.htm


https://claims.jag.af.mil/


Current Claims IssuesLegislative InitiativesAre Members Getting Good Advice?Are you looking to us—the MCO—for

anything?DPS information and testing

More Current Claims IssuesCosmetic/Appearance Allowances—Still an

IssueRecovery ActionsFRV means Full Replacement Value, not

Fudged Replacement Value

Informal Claims Service Survey of Satisfaction with FRV

FORMAL SURVEY OF CUSTOMER SATISFACTION WITH FRV CLAIMS PROCESS

Joint US Army Claims Service/Army Research Institute project

Sample of Army personnel with HHG deliveries under FRV

Electronic survey: contact by email w/online survey engine

Survey “on street” in late fallResults analyzed in spring

Thank you for Attending

CLAIMS WORKSHOPSunday, October 11, 2009Sunday, October 11, 2009

9:30 am – 11:30 am9:30 am – 11:30 am

Documents

CLAIMS WORKSHOP