TCM1000278 - How to check the status of a claim and what is preventing a decision on the newly-captured claim
Version 1.0
Changes to previous version - new guidance
Step 1
On the ‘Function Menu’
- select ‘Application on the toolbar
- select ‘View’ from the options available. You will be taken to the ‘Key Entry Data - Applicant’ screen
- enter the customer’s NINO
- select the ‘All’ checkbox
- select ‘OK’.
If you are taken to the ‘Select Application Version’ screen, go to Step 2.
If you are taken straight to the ‘Application Summary’ screen, go to Step 3.
Step 2
On the ‘Select Application Version’ screen
- check the ‘Version Status’ column for the relevant claim’s status
- make a note of the claim’s status
- select the relevant claim
- select ‘OK’. You will be taken to the ‘Application Summary’ screen
- go to Step 4.
Step 3
On the ‘Application Summary’ screen
- check the claim’s status in the ‘Status’ field
- make a note of the claim’s status
- go to Step 4.
Step 4
On the ‘Application Summary’ screen
If the status shown is ‘Award issued’ or ‘Rejected’, a decision has been made on the claim.
If the status shown is ‘Partially Captured’, a decision has not been made on the claim. To find out what is preventing a decision being made
- select ‘File’ on the toolbar
- select ‘Next’ from the options available. You will be taken to the ‘Function Menu’
- select ‘Application’ on the toolbar
- select ‘Capture Current’ from the options available. You will be taken to the ‘Capture Current’ screen
-
select ‘Continue’ until you get to the ‘Summary Information’ screen
- where a ‘Blocking Message’ is shown, it will prevent a decision being made
- any other action preventing a decision being made will be shown in the ‘Application Notes’ field.
If the status shown is ‘Awaiting Award’, a decision has not been made on the claim. To find out what is preventing a decision being made
- select ‘File’ on the toolbar
- select ‘Next’ from the options available. You will be taken to the ‘Function Menu’
- select ‘Application’ on the toolbar
-
select ‘Verification Failures’ from the options available. You will be taken to the ‘Manage Verification Failures’ screen
- any verification failures preventing a decision being made will be shown in the ‘Rules Description’ column
- where the ‘Potential Selection For Enquiry’ field is populated, there is a Compliance check that is preventing a decision being made
- select ‘Navigate’ on the toolbar
- select ‘Amend Application Corrections’ from the options available. You will be taken to the ‘Applicant Details’ screen
-
select ‘Continue’ until you get to the ‘Summary Information’ screen
- where a ‘Blocking Message’ is shown, it will prevent a decision being made
- any other action preventing a decision being made will be shown in the ‘Application Notes’ field.