TCM1000410 - How to compare details of the failed and existing claim when dealing with a verification failure
Version 1.0
Changes to previous version - new guidance.
Step 1
Check the following details are the same on both claims. Make a note of any that aren’t. In a joint claim, check both customer’s details.
To check the existing claim, go to Step 2.
To check the failed claim, go to Step 3.
Step 2
On the ‘Function Menu’
- select ‘Application’ on the toolbar
- select ‘View’ from the options available. You’ll be taken to the ‘Key Entry Data - Applicant’ screen
- enter the customer’s NINO
- select the ‘All’ checkbox
- select ‘OK’.
If you’re taken to the ‘Select Application’ screen
- select the relevant claim
- select ‘OK’. You’ll be taken to the ‘Application Summary’ screen
- go to Step 4.
If you’re taken to the ‘Select Application Version’ screen
- select the most recent version
- select ‘OK’. You’ll be taken to the ‘Application Summary’ screen
- go to Step 4.
If you’re taken straight to the ‘Application Summary’ screen, go to Step 4.
Step 3
On the ‘Function Menu’
- select ‘File’ on the toolbar
- select ‘Next Function’ from the options available. You’ll be taken to the ‘Work Management - Select Next Function’ screen
- select ‘View Application’
- select ‘OK’. You’ll be taken to the ‘Application Summary’ screen
- go to Step 4.
Step 4
On the ‘Application Summary’ screen
-
check the details on both claims for
- first line of the address
- postcode
- make a note of any discrepancies and the telephone number
- select ‘Continue’ until you’re on the ‘Children’ screen
- go to Step 5.
Step 5
On the ‘Children’ screen
-
check both claims for all children on the claims for
- names
- dates of birth
- make a note of any discrepancies
- select ‘Continue’ until you’re on the ‘Work’ screen
- go to Step 6.
Step 6
On the ‘Work’ screen
-
check the following for both customers
- number of paid jobs
- hours worked
- employment details
or
- self employment details
- make a note of any discrepancies
- select ‘Continue’ until you’re on the ‘Income’ screen
- go to Step 7.
Step 7
On the ‘Income’ screen
-
check both claims for the following
- qualifying benefits
- income
- make a note of any discrepancies
- select ‘Continue’ until you’re on the ‘Payment’ screen
- go to Step 8.
Step 8
On the ‘Payment’ screen, check the following for both customers
- account name
- account number
- sort code
- building society reference
- bank/ building society
- branch
- address line 1
- post code.