Claims PowerPoint Sample

[Audio] Welcome to the Training for Claims here at Rhenus Home delivery..

[Audio] Firstly, we need to answer the question, What is a claim? A claim is where a client or consumer has contacted us to highlight an incident that needs to be investigated to resolve..

[Audio] Why do we get claims? There are many reasons that we can get a claim. These are:.

[Audio] Damage to a Customer's Property caused by the delivery team. Damage to the product at Warehouse. Damaged caused by the supplier to the product before it is unloaded at Magna Park. Damaged caused in Transit either between Magna Park to the final delivery depot, or, during the final mile delivery by the delivery team..

[Audio] Unlocatable Goods after scanning, where they have been scanned into a location but stored in a different location. Unlocatable goods due to failed delivery and the item has not been scanned and/or returned back to us. Unlocatable goods because of an error during trunking, the product could have been sent to the wrong depot. Unlocatable goods because the stock has been allocated incorrectly due to a system or labelling error..

[Audio] Staff issues covers several possible things, goods not scanned in when being unloaded but they have been received. Delivery team have not completing required service level when delivering to the consumer, if the delivery team have assembled the product wrong and caused damage to it..

[Audio] Service Misc is used for anything else that does not fit into any of the categories mentioned..

[Audio] The two biggest reasons we get claims are:.

[Audio] Damage, this is where the goods, at any point from us receiving them to being delivered to the consumer have been damaged, or, where the delivery team have accidentally caused damage at the consumers property..

[Audio] And,. The two biggest reasons we get claims are: Damage Where the goods or property have been damaged. and.

[Audio] Unable to locate an item. This is where the item has been misplaced or miss scanned, at one of the warehouses or by the delivery team, this means we are having difficulty locating the item to complete the delivery to the consumer..

[Audio] As expected, claims can have several impacts on the business:.

[Audio] Negative reputation. We can receive negative reviews on various online review sites, for example Trustpilot, or we can also receive negative reviews on any social media, for example LinkedIn. We could also get a negative reputation by word of mouth from dissatisfied clients in the industry.

[Audio] Loss of income. If a client is very dissatisfied with us, we could lose the delivery contract from the client as they take their business to a competitor.

[Audio] Financial Impact. If we uphold the claim, we have to pay out to the client/consumer.

[Audio] In 2022 Rhenus Home Delivery paid out a total claims amount of £149,767. This is broken down here by each area: Central (Northwich). Central independent subcontractors. Leighton Buzzard. Leighton Buzzard independent subcontractors. Magna Park. Rhenus Home Delivery Drivers. and Final Mile delivery teams. All percentages show how much that section payout is as part of the whole claims payout for that year. In 2023 Rhenus Home Delivery paid out a total claims amount of £95,500. This is a 36.2% decrease from 2022 but still a lot more than we want to be paying out!.

[Audio] This is how much we paid out in claims, during 2023, to which client. The percentage figure is how much from the total 2023 claims paid we paid to that individual client. The top four companies are all claims for items that were damaged or were not able to be located. These combined total £68,137 which is 71.3% of all our claims for 2023. The claims for Rem-fit and Noa Home were because we labelled the products wrong meaning this cost is the cost to put right..

[Audio] You are now going to see the flow of a claim for Rhenus Home Delivery.

[Audio] A Claim raised in Journease by the client or the or the claims administrator..

[Audio] Claims administrator will receive a notification on summary board advising them that a claim has been raised..

[Audio] The claims administrator will then review the claim and add relevant notes into Journease..

[Audio] The claims administrator will email the relevant person advising them they have a claim to be actioned..

[Audio] You need to investigate claim fully and when you have completed your investigation you need to add your findings/outcomes into Journease..

[Audio] The claims administrator will review what you have entered into the system ..

[Audio] If further details are required, or, if information is required from another person/department the claims administrator will contact for that information/further investigation..

[Audio] The claims administrator will review the updated and/or additional information that has been entered into the system..

[Audio] The claim will be accepted or rejected by claims administrator depending on the information provided..

[Audio] The claim will be paid out if it has been accepted and you will be advised..

[Audio] Processing claims To ensure fairness and clarity we have a process to follow for all claims..

[Audio] Over the next few slides, you will go through:.

[Audio] How to access a claim.. Processing Claims.

[Audio] How to complete a claim.. Processing Claims.

[Audio] Service Level Agreements.. Processing Claims.

[Audio] Client expectations.. Processing Claims. Logo, company name Description automatically generated.

[Audio] Your responsibility.. Processing Claims. Logo, company name Description automatically generated.

[Audio] Escalations.. Processing Claims. Logo, company name Description automatically generated.

[Audio] Closing Claims.. Processing Claims. Logo, company name Description automatically generated.

[Audio] Finalising Claims.. Processing Claims. Logo, company name Description automatically generated.

[Audio] Any Subcontractor property damage is usually raised directly by the consumer to Customer Service using WhatsApp, email or calling us. Sometimes the issue is raised to us directly by the client e.g. Swoon or Emma..

[Audio] Any missing or warehouse damaged item claims are usually raised by the Warehouse Administrator for the site..

[Audio] They will receive notification from the warehouse supervisor that an item can not be located, this could be highlighted on the Taken Off Route (T O R) report..

[Audio] If you have a claim to investigate you will receive an email advising you, that you have a claim you need to investigate. The email includes the unique claim number for that claim. Which you will need to locate the claim in journease..

[Audio] You will receive a follow up chase email, two days after the first email, if you have not responded and actioned the claim..

[Audio] The first step is to log into Journease..

[Audio] You then need to click on the Finance menu, then select Claims from the dropdown to launch Claim applet..

[Audio] After a short wait you will be presented with the claim's applet screen, which will open on the Summary tab..

[Audio] You have two ways to access your required claim. You can use the "Quick Goto" box to search for the claim you are investigating by entering the claim number you received in the email, or you can scroll the list to locate your claim. You can double click the job number on this screen to enter the claim..

[Audio] To view the details of the claim you need to click on the warehouse tab..

[Audio] If you want to view any photos, if there are any added to the claim, you need to click the reports button (1), then select the Run button (2) from the pop up that appears. This will open a new window which will contain the pictures if any are attached to the claim. If the screen is blank there are no images attached to the claim..

[Audio] This will open a new window which will contain the pictures if any are attached to the claim..