allocate user guide - ecfinfo.com

ECF2: Allocate

User Guide

Version: 3.3

Issue Date: 25th January 2018

Approved Distribution List

Name Title

ECF2 User group

ECF 2 Users ECFUG (http://www.ecfinfo.eu/technical/)

website

Anupama Gundi Xchanging Application Lead

ECF2 DEL183 Allocate User Guide Version 3.3

© Xchanging 2018 – Confidential Document uncontrolled once printed of 124

Contents

1 OVERVIEW.................................................................................................................................................. 4

WHAT IS ALLOCATE? .......................................................................................................................................... 4

2 GENERAL TERMS ..................................................................................................................................... 5

3 INITIAL STEPS ........................................................................................................................................... 6

3.1 REGISTERING FOR ECF2: CWS COMPONENT ......................................................................................... 6

3.2 USER SETUP IN ALLOCATE ...................................................................................................................... 6

3.3 USER ROLES IN ALLOCATE ...................................................................................................................... 6

3.4 ECF2 ACCESS ......................................................................................................................................... 7

4 SCREEN FLOWS ....................................................................................................................................... 10

4.1 MAIN CWS SCREEN FLOW .................................................................................................................... 10

4.2 DASHBOARD SCREEN FLOW ................................................................................................................... 11

4.3 CWS ADMINISTRATION SCREENS ......................................................................................................... 12

5 SEARCH FUNCTIONALITY ................................................................................................................... 13

5.1 SEARCH WORKFLOW ............................................................................................................................. 13

5.2 SEARCH IMR ECF ................................................................................................................................. 18

6 DASHBOARDS .......................................................................................................................................... 19

6.1 ADJUSTER AND TEAM MANAGER DASHBOARD CHARTS ....................................................................... 20

6.2 CLAIMS MANAGER DASHBOARD CHARTS ............................................................................................. 24

6.3 DASHBOARD FUNCTIONALITY ............................................................................................................... 28

7 PROCESS WORK SCREENS .................................................................................................................. 36

7.1 CLAIMS AWAITING ACTION SECTION .................................................................................................... 38

7.2 QUERIES FROM XCS AWAITING ACTION ............................................................................................... 39

7.3 CLAIMS RESPONDED TO ........................................................................................................................ 40

7.4 NON-AGREEMENT PARTY ...................................................................................................................... 43

7.5 MY GROUP ............................................................................................................................................ 45

7.6 ALLOCATE WORK.................................................................................................................................. 47

7.7 HOVER DISPLAY .................................................................................................................................... 52

7.8 TRANSACTION (WORK ITEM) DETAILS .................................................................................................. 53

8 ALLOCATING WORK ............................................................................................................................. 59

8.1 FOLLOW ME ROUTING ........................................................................................................................... 59

8.2 AUTO-ROUTING VIA DECISION TABLE .................................................................................................. 59

8.3 MANUAL ROUTING ................................................................................................................................ 59

8.4 GET NEXT.............................................................................................................................................. 60

8.5 MANAGEMENT OPTIONS ........................................................................................................................ 60

9 ACTIONS TO BE TAKEN ON A WORK ITEM ................................................................................... 61

9.1 REVIEW CLAIM ...................................................................................................................................... 61

9.2 PEND MOVEMENT.................................................................................................................................. 61



9.3 TRANSFER MOVEMENT.......................................................................................................................... 62

9.4 DECLARE CONFLICT .............................................................................................................................. 63

9.5 MARK REVIEWED IN CWS / UNMARK REVIEWED IN CWS .................................................................... 64

9.6 PBS ONLINE .......................................................................................................................................... 65

9.7 XCS TP QUERY RESPONDED TO ........................................................................................................... 67

10 COMMON ALLOCATE FUNCTIONALITY ..................................................................................... 68

10.1 SORT OF WORK ITEMS ........................................................................................................................... 68

10.2 EXPANSION/CONTRACTION OF SECTIONS/LISTS .................................................................................... 68

11 ALLOCATE LOCAL ADMINISTRATION........................................................................................ 71

11.1 MAINTAIN DATA ................................................................................................................................... 71

11.2 MAINTAIN RULES .................................................................................................................................. 85

12 GET MORE INFORMATION/CONTACT ......................................................................................... 94

13 SCREEN FIELD DEFINITIONS FOR ALLOCATE LISTS ............................................................. 95

14 SCREEN FIELD DEFINITIONS FOR ALLOCATE DECISION TABLES .................................. 104

14.1 AUTOMATED ROUTING TABLE ............................................................................................................ 104

14.2 TARGET PROCESSING TIME ADJUSTMENT TABLE ................................................................................ 106

15 GLOSSARY .......................................................................................................................................... 109

16 DOCUMENT CONTROL ................................................................................................................... 111

16.1 DOCUMENT INFORMATION .................................................................................................................. 111

16.2 REVISION HISTORY .............................................................................................................................. 111

17 ECF2 USER REGISTRATION FORM .............................................................................................. 113

17.1 NEW USER ........................................................................................................................................... 113

17.2 AMEND USER ...................................................................................................................................... 114

18 REGISTRATION FORM GUIDE ...................................................................................................... 115

19 WORK ITEM MOVEMENT THROUGH ALLOCATE ................................................................. 117

20 BINDING AUTHORITY SUB-CLASSIFICATION VALUES ........................................................ 124



1 Overview

This guide has been prepared to assist ECF2 carrier practitioners navigate through the Allocate on-line functionality. The Allocate functionality is provided via the Claims Workflow Services (CWS) component of ECF2 and is only available where a user has been set up with CWS access rights. In order to fully process a claim transaction, this guide should be read in conjunction with the Review and Respond (CAS) User Guide.

The sections of the document are as follows:

• Section 3 provides direction on what is required to register for ECF2.

• Section 4 illustrates the main screen flows in Allocate

• Section 5 describes the search functionality available within Allocate

• Section 6 describes the dashboards available in Allocate

• Sections 7, 8 and 9 describe the Process Work screens, means of allocating work and actions that can be taken on a claim transaction respectively

• Section 0 describes the common functionality between the various sections of the Allocate screens, as well as that between the lists available in Allocate

• Section 11 details the functionality available to an organisation’s local administrator

• Section 12 provides means of getting more information on ECF2

• Section 13 consists of a data dictionary for all fields held within the various lists and transaction details screens within Allocate

• Section 14 consists of a glossary of terms in ECF2

Additionally, 17 contains a sample ECF2 User Registration Form, along with field descriptions. 19 details work item movement through Allocate.

What is Allocate?

Allocate is an element of ECF2 consisting of the CWS (Claims Workflow Services) module in ECF2

connecting to the Review/Respond functionality. It is an application that enables the allocation of

work to teams and individual adjusters, as well as the ability to monitor the progress of a claim

transaction (in the form of a work item) through the claims adjustment process. The application also

shows a prior and subsequent transaction visual identifier for outstanding items and allows users to

take actions on a claim, including navigation to the Review/Respond section of ECF to register a

response to a claim and declaring a conflict of interest.

CWS is enabled at both an organisation level, where carriers stipulate the stamp codes which are to

be run into and enabled for processing within CWS; and at a user level, as an organisation may

choose to have part of their user base utilising the services within CWS. All non-CWS users will not

have access to the Claims Workflow Service within ECF2.



2 General Terms

Work Item: when a claim transaction is created and submitted by a broker, a work item is created for each participating carrier on the claim transaction, regardless of whether the carrier is an agreement or non-agreement party on the transaction. A work item constitutes a unit of work in ECF2.

NB claims transactions are bureau specific. Where a claim is cross-market, a separate transaction will be created and submitted by the broker for each bureau against the claim. A work item is created for each participating carrier against each claim transaction.

Example:

A claim is submitted where there are 2 ILU participating carriers (one an agreement party, the other a non-agreement party) and 1 LIRMA participant. In this case, 2 transactions will be created, 1 against the ILU portion of the slip, TR1, 1 for the LIRMA portion of the claim, TR2. From these 2 transactions, a total of 3 work items would be created:

• 2 work items against transaction TR1, 1 for the agreement party, the other for the non-agreement party

• 1 work item against transaction TR2, for the LIRMA participant

Domain: a domain is a way of segregating parts of an organisation to allow functions to be performed with full separation. Users within one domain will not be able to see the work lists or workbaskets of users and teams within another domain. For most organisations there will only be one domain.

Team: a team is created within a domain, and has workbaskets and users associated with it. Users will be allocate a primary team, but may also be assigned one or more secondary teams as necessary. The permissions a user will have will differ between primary and secondary teams.

Workbasket: a workbasket is assigned to a team and is a collection of work items which have not yet been allocated to an individual for processing. In Allocate, a workbasket is at team level. A user can access a work item directly for processing, as well as from their individual worklist.

Worklist: a worklist is a collection of work items which have been allocated to an individual for processing. While claims and team managers can access work items in an individual’s worklist within their primary and secondary teams for processing or re-allocation, adjusters can only access another adjuster’s work list who is a member of their primary team. All users can however, access another user’s worklist, either to view or for allocation to another worklist or workbasket.

Transaction Visual Identifier: Visual indicators against CWS work items where the prior transaction is in one of the following statuses:

• Lloyd’s query

• ILU pend

• LIRMA reject

• LIRMA INF

• LIRMA FIL

• LIRMA NO

These are Category 1 transactions. Any transactions that do not fall into this are Category 2.



3 Initial Steps

3.1 Registering for ECF2: CWS Component

Users must have a profile set up on the mainframe by their local administrator as per the current

ECF1 process. Current users of CLASS/ECF will therefore have 2 different logins: one for

ECF/CLASS, another for ECF2.

An organization can register users for ECF2 by obtaining an ECF2 registration form from the Service

Centre at email address [email protected]. Once the user has been set up on the

mainframe, completed registration forms should be sent to the Service Centre at the same email

address. Users are registered for ECF2 and optionally for CWS. It is only when a user is registered

for CWS that they will be granted access to Claims Workflow Services within ECF2.

An example of the ECF2 registration forms for new users and user update, along with a guide for

these forms, are in 17, IMR/ECF2 User Registration Form. Please note that the actual form to be

submitted is an electronic form, which will have dropdown lists for some of the required fields. Each

user should be detailed on a separate tab within the electronic version of this form.

Note that, while an organization can sign up for ECF2, designation as an ECF2 user is done on an

individual user basis. ECF2 users will have access to Review and Respond (CAS (Claims Agreement

Screens), the DFV (Document File Viewer), the IMR (Insurance Market Repository) and where

requested, Allocate (CWS) via one sign on. This sign on will enable users to access all permitted

areas of ECF2 using one user ID and password.

3.2 User Setup in Allocate

As part of the initial implementation of ECF2 within a CWS organisation, at least two local

administrator users will be set up within the organisation. These administrators will be responsible for

managing other users, workbaskets, teams and other organisational settings; the administrator will

also be responsible for maintaining the rules for automated routing of work items to teams and users,

as well as rules for setting the target processing time for work items.

As part of the creation of a new user via the single sign on process, a user will be created within

CWS, and the necessary access rights and reporting structure will be assigned to that user by the

local organisational administrator. For more information regarding the management of user profiles,

please refer to section 11.1.1, Maintain Operators.

3.3 User Roles in Allocate

There are 4 user types (or roles) in Allocate:

1. Adjuster: can view dashboards (at individual adjuster level for allocated items) for their

Primary Team and any Secondary Teams to which they are associated, can process

transactions from their own work list, work lists of members of their primary team and

specified workbaskets and can transfer work to another workbasket/adjuster via Take Action.

mailto:[email protected]



2. Team Manager: can view dashboards (at individual adjuster level for allocated items) for

their Primary Team and any Secondary Teams to which they are associated, with the option

to also to view Claims manager dashboards, allocate work items to adjusters/other

workbaskets/teams from an individual’s worklist or a team workbasket, process transactions

and transfer work to another workbasket/individual adjuster via Take Action. This role would

be the equivalent of the head of a business unit or team.

3. Claims Manager: can view dashboards (at team level for allocated items) collectively for all

teams within their Domain with the option to also view dashboards for each individual team,

allocate work items to adjusters/other workbaskets from a team workbasket, process

transactions, transfer work to another workbasket/individual adjuster via Take Action. This

role would be the equivalent of the head of a department.

4. Administrator: can maintain delegated rules and data for CWS. For more information on

the administration function, please refer to section 11, Allocate Local Administration.

3.4 ECF2 Access

To access the ECF2 system:

1. Go directly to the ECF2 login page via this URL:

http://ins.xchanging.com

2. Enter your username and password on this page

http://ins.xchanging.com/



If the login screen is unavailable, the System Unavailable screen will be displayed as below:

3. Click on the “Login” button; you will be taken to the ECF2 home page within Allocate, as listed

below:

4. The ECF2 home page is displayed:

a. If the user is a CWS user, the following screen will be presented:



b. If the user is an own workflow user and is not enabled for CWS, the following screen

will be presented:

5. If the user elects to go to the Allocate function, the initial view is dependent upon the role

assigned to the user in Allocate:

a. If the user has a Claims Manager, Team Manager, or Adjuster role the initial display

will be the Process Work section of Allocate but the Dashboard section will be

available in the left panel of the screen CWS (for more details on this list, refer to

section 7.1, Claims Awaiting Action List).

b. If the user has is a Claims Manager or Team Manager some additional Management

options will be available in the left hand pane.

c. All users will have the Administration menu in the left hand pane, but when selected

will only display the administrator functionality for those users which have been

granted administrator rights.

d. If the user has an Administrator only role, the initial screen displayed will be the

administration section of Allocate (for more details on this section, refer to section 11,

Allocate Local Administration).

Note: The login page will time out if the User ID and password have not been entered after 3

minutes.



4 Screen flows

4.1 Main CWS Screen flow

Login screen

CWS OptionCAS Option

Options menu

CAS Screens

Process Work/ CAA list

Dashboard sectoin

User role?

Admin sectoin

BA

NAP list Allocate Work listMy Group listCRT list CWS Search screenTR details screen ECF2 Search screen

With appropriate permissions

Note: this navigation option is only available where a user is configured for CWS

Note: the dashboard a user sees will be dependant on role

Queries From XCS Awaiting Action



4.2 Dashboard Screen flow

Unallocated

Claims Daily IntakeClaims Being

Worked On

Dashboards

Work in Progress

A

Tab view Full screen view Tab view Full screen view Tab view Full screen view Tab view Full screen view

Claims being

worked on with

previous TR

Tab view Full screen view



4.3 CWS Administration Screens

Admin screen

Determine RoutingMaintain

Workbaskets

B

Select Workbasket

Update

Workbasket

Confirm Update

Maintain

Reference Data

Update Reference

Data

Confirm Update

Admin screen

Manage Rules Maintain Data

TPTAdjustmentDetermine Routing

Maintain

Organisational

Settings

Maintain

OperatorsMaintain

Workbaskets

Select Operator

Update Operator

Confirm Update

B

Follow Me RoutingPend Items

DefaultSelect Workbasket

Update

Workbasket

Confirm Update

Maintain

Reference Data

Update Follow Me

Routing

Confirm Update

Update Pend

Items Default

Confirm Update

Update Reference

Data

Confirm Update

Manage Leavers

and Movers

Select Operator

Update Operator

Maintain Team

Workbaskets

Select Workbasket

Update

Workbaskets

Confirm Update



5 Search Functionality

The buttons to access the various search screens are located on the left hand side of the Allocate

screen under the “Process Work” portion of the screen.

5.1 Search Workflow

Selecting the Search Workflow button will take the user directly to the Search Workflow function. This

search will return one or more work items that match all of the selection criteria.

Wildcard searches are not permitted for performance reasons. However, partial UCR and transaction

references can be used as long as the “Broker Code” portion of the reference is used. (NB: This relates

to workflow search only, not ECF2 Search)

Only those claims transactions created after implementation of ECF2 will be available in Search

Workflow



Workflow Search Criteria Validation

Search Criteria Field

Condition Comments

Unique Claim Reference

Contains

User must enter the first five characters starting with letter “B” (minimum)

System will return any records that contain the characters entered

Transaction Reference

Contains

User must enter the first five characters starting with letter “B” (minimum)

System will return any records that contain the characters entered

Carrier Role Is Equal

Drop down list of values. Possible values are: Lead, Agreement Party, and Non Agreement Party

Only records where the Carrier Role is an exact match will be returned.

By default, the search criteria will match Lead and Agreement Parties with an active role

Carrier Id Is Equal

The full individual carrier Id must be entered. Alternatively, users can select one or more carrier id’s related to the logged on user, by using the dropdown list function for this field (select magnifying glass icon to left of field) or by manually entering carrier ID’s. Where the entry of multiple carrier ID’s is done manually, please note that each carrier ID will need to be entered separately within double quotes (“”) and that each carrier ID will need to be separated from the previous carrier ID by a comma.

E.g., “7022”, “8756”, “9456”

Only records where the carrier Id is an exact match and the carrier id is associated with the user’s organisation will be returned.

Date of Loss From

Is Greater or Equal

Date must be entered as dd/mm/yyyy or selected from the calendar control. Only records where the Loss Period Start date is greater than or equal to the entered date will be returned

Date of Loss To Is Less or Equal

Date must be entered as dd/mm/yyyy or selected from the calendar control. Only records where the Loss Period end date is less than or equal to the entered date will be returned. This field can be left blank.

Risk Code or Business Class

Is Equal Only records that match the exact value entered will be returned.

Lloyd’s Cat Code Is Equal Only records that match the exact value entered will be returned.

Broker Code Is Equal Only records that match the exact value entered will be returned.

PCS Code Is Equal Only records that match the exact value entered will be returned.



Search Criteria Field

Condition Comments

Claim Ref 1 Contains System will return any records that contain the characters entered

Claim Ref 2 Contains System will return any records that contain the characters entered

Carrier Ref 1 Contains System will return any records that contain the characters entered

Carrier Ref 2 Contains System will return any records that contain the characters entered

Clicking on the Search button will commence the search in Allocate; clicking on Reset will clear all

entries in all search criteria fields in this search screen. Please note that entering one or more search

criteria and hitting the Return key on the computer keyboard will not initiate the search.

Search results:

Search results will show up to 30 items per page. Users can select next page or a specific page number

to see additional results. The maximum number of search results returned is 100; if more than 100

results are returned an error message will be displayed:

“More than 100 matching records have been found. Please add more search criteria to filter

your results”



A red X will highlight any fields where the user has not met screen validation rules.

Results will be sorted in the following order by default 1) Status [Open items at top of list], 2) UCR, 3)

Transaction Ref, but the results can be re-sorted manually. For further details on manually sorting lists in

Allocate, please refer to section 10.1, Common Allocate Functionality - Sort of Work Items.

The following fields will be displayed within the search results list:

• Target date (Agreement Party items only)

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role

• Status (Workflow status – Agreement Party items only)

• Cat Code

• PCS Code

• ECF Ind

• Transaction Type

• Risk Code

• Carrier ID

• Claims Ref 1

• Grouping Ind



As with the lists of work items within the Process Work section of Allocate, if a user holds the mouse

cursor over the line in which the work item is listed, a “hover” will display. The data within the hover for

the search results listing, however, will display different fields from those within the hover for those

worklists. The following fields will be displayed within the search results hover:

• UCR

• Transaction Ref

• UMR

• Insured

• Reinsured

• Bureau Lead

• Loss Name


• Business Class

• Triage Category

For a more detailed description of any of these fields listed, please refer to section 13, Data Dictionary

for Allocate Lists.

Selecting an item from the results will open that item in workflow. The browser back can then be used

to return to the search results page if necessary. New search criteria can be entered if desired (clicking

on the Reset button will clear all previously entered search criteria).

The user will be able to take action on the selected item if they have the permission to do so AND the

item is in a state that requires action by the user.

Work Status Values

Each item within the search results list will contain a Work Status value. This is the status of the

transaction within the context of CWS. This should not be confused with a Transaction Status which is

the response submitted in CLASS.

The following values may appear:

Pending-Action The transaction is on an individual CAA or team workbasket list and

awaiting a response

Transferred The transaction has been reallocated to another user or workbasket using

the ‘Transfer Movement’ function in CWS

Escalated The transaction has been escalated using the ‘Escalate to Manager’

function in CWS



On-Hold The transaction has been pended using the ‘Pend Movement’ function in

CWS

Query Portal

Response

The transaction is on an individual CAA or team workbasket list and is

awaiting a review of the query response provided by the Broker.

(Only applicable to LIRMA PbS submissions, where the Query Response

does not cause a re-release of the transaction)

Resolved-Completed The transaction has been actioned within CWS; e.g. a response has been

submitted within the CAS screens and the item has moved from the users’

worklist.

This is not resolved-completed on CLASS and may be waiting on a third

party action to be completed.

5.2 Search IMR ECF

Clicking on this button will take you directly to the ECF2 search screen:

For further details of the ECF2 search functionality, please refer to the Review/Respond (CAS) User

Guide.



6 Dashboards

The Dashboards are displayed for the user’s roles of Adjuster, Team Manager or Claims Manager. The

Dashboards take the form of charts providing a view at a glance of work volumes and progress.

The Dashboards display data for the Adjuster and Team Manager’s Primary Team. Drop down options

are presented to enable Adjusters and Team Managers to also select and view Dashboards for any

Secondary Teams to which they are associated in the Domain.

There are also drop down options to enable Claims Managers to select and view Team Manager

Dashboards for Teams within their domain, and for Team Managers to view the Claims Manager

Dashboards.

Note 1: Items assigned to a Claims Manager will not be included in Dashboards visible to Adjusters,

Team Managers or Claims Managers. Items assigned to a Team Manager will be included in the

Dashboard visible to the Team Managers and Adjusters.

Note 2: If a team name exceeds 11 characters (default team name) or 14 characters (drop down

selection listed team name), the name will not appear in full. The user can either click on the default

team name to display the team name in full together with team drop down options or increase the width

of the left hand panel to display team names in full. The panel can be expanded by clicking on the right

hand border and dragging it to the right.

2



Adjuster and Team Manager’s Dashboard view

6.1 Adjuster and Team Manager Dashboard Charts

The Dashboards displayed will be for the Adjuster or Team Manager’s Primary Team. The Team

name will be displayed in the left hand panel. Additional Dashboard views available to the user

(Secondary Team or Claims Manager view) will be displayed as selectable drop down options in the

left hand panel.

6.1.1 Unallocated Claims

This chart displays the volumes of claims transactions in a teams workbaskets awaiting allocation to

an adjuster. The data is displayed per TPT (target processing time) deadline date and per

transaction type (Advice or Settlement) for a specific date range. The default date range is from the

earliest TPT date against an unallocated item to the latest TPT date against an unallocated work

item.



The date range is adjustable by the slide bar at the top of the report.

6.1.2 Claims Being Worked On

This chart displays the volume of claims transactions that are in progress in the users’ Primary

team. The graph will show the number of transactions assigned to each team member for each

status against the Target Processing Date for the transaction; these statuses are:

• “Overdue” – the target date has now passed,

• “Due today” – the target date equals current date,

• “On time” – the target date is in the future and

• “Pending” – the transaction has a status of pending in the user’s work list (NB: the term “pending” in relation to Allocate indicates that the work item is pending within workflow, not within CLASS).

The display will include team members who have no currently allocated work.

It will display a count against each status category by colour.



6.1.3 Intake Figures per Day

This chart displays a volume of transactions submitted to the team workbasket each day over a

range of dates. The date range is adjustable by the slide bar at the top of the report, with a

maximum of 10 days.

6.1.4 Work In Progress

This chart displays the volume of transactions which have been assigned to an adjuster, together

with what actions have been taken on the work item (assigned, pended or completed). The data on

which this chart is based will be reset at the start of a new CWS session.



6.1.5 Claims Being Worked on with prior TR

This chart displays the overdue allocated work with a Category 1 or 2, This will show which transactions

have a prior transaction set to one of the response codes Lloyd’s query, ILU pend, LIRMA

reject/INF/FIL/NO (category 1) and which transactions do not (Category 2).



6.2 Claims Manager Dashboard Charts

Each of the dashboards for a Claims Manager displays the same type of data as the corresponding

dashboard for an Adjuster or Team Manager, but at a higher level (department total, sub-totalled where

appropriate at a team workbasket level, rather than an individual user level).

Note: The Claims Being Worked On with Prior TR Dashboard Chart will not be shown on the Claims

Manager Dashboard.

The Claims Manager can also select to view the Team Manager Dashboard views for each team within

the Claims Manager’s Domain. The Team names will be displayed as selectable drop down options in

the left hand panel.

Dashboard charts – Claims Manager view




This chart displays the volumes of claims transactions awaiting allocation to an adjuster which are in

the workbaskets of those teams in the claims managers’ domain. The data is displayed per TPT

(target processing time) deadline date for a specific date range, with the amount of items in each

workbasket identified by colour. The default date range is from the earliest TPT date against an

unallocated item to the latest TPT date against an unallocated work item.

The date range is adjustable by the slide bar at the top of the report.

Unallocated Items chart

6.2.2 Claims Being Worked On

This chart displays the volume of claims transactions that are in progress within the domain of the

claims manager. The graph will show the transactions assigned to each team and their status

against the TPT for the transaction; these statuses are:

• “Overdue” – the target date has now passed,

• “Due today” – the target date equals current date,

• “On time” – the target date is in the future and

• “Pending” – the transaction has a status of pending in the users work list. (NB: the term

“pending” in relation to Allocate indicates that the work item is pending within workflow, not within CLASS).

The display will include teams that currently have no work allocated.

It will display a count against each status category for each team.



6.2.3 Intake Figures per Day

This chart displays a volume of transactions submitted to the workbasket(s) of the team(s) in the

Claims Managers domain each day, over a range of dates. The date range is adjustable by the slide

bar at the top of the report, with a maximum of 10 days.



6.2.4 Work In Progress

This chart displays a volume of transactions which have been assigned to users (Adjusters and

Team Managers) within teams the Claims Managers domain, together with what actions have been

taken on the work item (assigned, pended or completed). The data on which this chart is based will

be reset at the start of a new CWS session. For a claims manager view, these are displayed at team

level.



6.3 Dashboard Functionality

6.3.1 Maximise Chart

If the user clicks this button in the top right of any of the charts, the chart is displayed in full screen

mode.

Maximise chart button

6.3.2 Show Data

Show Data button

If the user clicks this button in the top right of any of the charts, the data used to compose the chart is

displayed in a tabular format: The data can be exported to Excel by clicking on the "Export to Excel”

button on the tabular display.




Adjuster and Team manager view:



Claims manager view:

Where data is at a Claims Manager view, with workbasket/team granularity, the user can drill down on

this data to an individual level by clicking on the expand symbol (“+”) next to each summarised entry. All

data, whether at the summarised team level or individual level, can be exported to Excel by clicking on

the Export to Excel button. This is the above report exported into Excel:



Where the data is at a summary level, the details making up that summary total are exported into Excel.

Please note that the numbers are exported as absolute values; no formulae are exported.

6.3.3.1 Claims being worked on (allocated work)

Adjuster and Team Manager View:

Claims Manager View:

6.3.3.2 Intake Figures per Day





6.3.3.3 Work In Progress



6.3.4 Claims Being Worked on with prior TR


There is no Claims Manager View.



6.3.5 Dashboard hover

A hover function will supply summary figures for each graph. This section explains how the figures are

displayed.

6.3.5.1 Bar charts

Each workbasket (or adjuster) is allocated a colour in the legend below the chart. Positioning the cursor

on a particular colour bar will show the number of items for that workbasket.



Positioning the cursor on the upper boundary of a colour will show figures for that workbasket and the

ones to the right of it in the legend. In the following example only Marine is to the right of the Property

workbasket so figures are only shown for the two workbaskets.

Positioning the cursor the lower boundary of a colour bar displays the figures for the workbasket

represented by that colour and the workbaskets to the left of it in the legend.



Where the bars are horizontal rather than vertical the left boundary becomes the lower boundary and

the right boundary becomes the upper boundary.

6.3.5.2 Intake figures per day

For the Intake Figures graph positioning the cursor at the point where the line crosses a value on the

horizontal axis will display the figures associated with that line.

Positioning the cursor at a point where multiple lines cross a value on the horizontal access will display

the figures for all lines that converge on that point.



7 Process Work Screens

The Process Work display can be reached from other views within workflow by clicking on the Process

Work bar at the top of the screen (if displayed) or on the light blue Process work bar within the left panel

of the display.

Adjuster Default Display:

Team Manager and Claims Manager Default Display also includes management options of Leavers &

Movers and Change Workowner:



Administrator only display:



7.1 Claims Awaiting Action Section

This section contains claims transactions which require an action by the current carrier, i.e., claim

transactions on which the carrier is the lead or other agreement party and has not yet provided a

response on the claim transaction, or PbS LIRMA transactions where a response to a Query has been

provided by the Broker via the PbS Online application, but the transaction cannot be re-released. These

work items have been allocated to the individual user’s worklist.

The fields highlighted above with grey shading are Category 1 transactions. Category 2 transactions will

not change in appearance; they will remain as per current shading.

The fields displayed in this list are:

• Target date

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role

• Work Item Status

• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1

• Grouping Ind




for Allocate Lists.

Users can filter the listing by either broker, carrier ID or carrier role or all. Filtering by role will provide the user with the option to filter by Lead or Agreement Party; please note that in this instance, Lead is for the role of Bureau Lead. In addition, as an organisation may have access to Allocate for multiple carrier ids a further filter is available to filter the work items listed by carrier id.

Users can open up transactions for processing from the Claims Awaiting Action list by double-clicking on the work item line with in the list. For further actions that can be taken on a work item, please refer to section 9, Actions to be taken on a Work Item.

7.2 Queries from XCS Awaiting Action

This section contains claim transactions on where a query raised to the carrier has been raised by XCS

that requires an action by the current carrier i.e. provide a query response via the PbS Online

application.

This will only be applicable to Lloyd’s PbS claim transactions initiated by a PbS submission from the

Broker.

Transactions will have already been responded to by the carrier agreement parties, but XCS have

subsequently raised a query with the carrier and require them to make a query response via the PbS

Online application in order to complete the processing of the claim transaction. These work items have

been allocated to the individual user’s worklist.

Transactions will remain in this list until either:

• The carrier selects ‘XCS TP Query Responded To’ from the Take Action drop down list to

indicate that they have responded to the query, within the PbS Online Query Portal or via

Phone / E-mail. The work item will be returned to the CRT or NAP folder as applicable.

• The claim transaction is re-released within ECF/CLASS and the claim transaction is re-

presented to the agreement parties. The work item will be moved to the CAA or NAP folder as

applicable.

• The claim has reached a status where it has been authorised by all required parties and is

complete. The work item will be removed from the folders as the claim transaction is fully

completed.


• Date Added

• UCR



• Insured

• Reinsured

• Date of Loss

• Carrier Role

• Transaction Status

• Cat Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1

• Reviewed


for Allocate Lists.

The view contains two filters, select role or carrier ID. Filtering by role will provide the user with the

option to filter by Lead or Agreement Party. In addition, as an organisation may have access to Allocate

for multiple carrier ids a further filter is available to filter the work items listed by carrier id. Please note

that in this instance, the query has been directed to the individual carrier ID by XCS.

7.3 Claims Responded To

This section contains claims transactions on which the current carrier or someone in their primary team has performed an action, but which are not yet complete, i.e., actions are to be taken by other agreement parties on the claim.

Once a carrier user has provided a response on a claim transaction within ECF2 Respond or CLASS/IMR, the work item will move to their Claims Responded To list. This is displayed in a separate section within the Process Work view in Allocate. It displays any claim transactions to which the user has provided a response and indicates the current status of that transaction in the overall agreement process for that bureau. Claims Responded To will be available to the user who handled the work item.

Transactions will remain in this list until either an action is taken that means a further response is required by the carrier (e.g. the broker has updated the transaction owing to a query raised or XCS have raised a query to the carrier on a PbS claim transaction) or the transaction has reached a status where it has been authorised by all required agreement parties and is complete. .If the transaction is part of a Co-Lead group then the transaction will remain in this list until the group reaches a coordinated status, a transaction status of “Conditionally Approved” or “Conditionally Queried” will be displayed. Once the claim transaction has reached a status of Complete in CLASS it will be removed from the Claims Responded to list. Please note that even if the work item is no longer available for view in this list, the user may still view the work item in Allocate via the search functionality. This is true for any of the lists within Allocate.

This view also contains four filters, select bureau, response code, auto response and select scope. The response codes filter is dependant on bureau selected. Auto response allows filtering of items which



have been auto responded to via CAS or CLASS and is a field only applicable to users who are both Lirma and Follow Me users. Select scope allows users to either see their own CRT list, or this list of their primary team (in the case of a Claims Manager, this will mean all users within their domain). The default for Scope filtering is “Own” for Adjusters and “Primary Team” for Team Managers and Claims Managers

When a work item is opened from this list, it is displayed as read-only.

The fields displayed in this list are as follows:

• Action Date

• UCR

• Name of Insured

• Name of Reinsured

• Date of Loss

• Carrier Role


• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1

• Grouped Ind


for Allocate Lists.

The status displayed for the work item on Claims Responded To list will display the response code assigned in ECF2 by that carrier. As a result the status values displayed in the “Claims Responded To” section will be those as follows:



Description Applicable Bureau Short Description

Awaiting Action/Queried Lloyds only AWAITING/ QUERIED

Part Authorised - authorised by the lead only Lloyds only PART-AUT

Conditionally Authorised Lloyd’s only COND AUT

Fully Authorised Lloyds advising transaction – Awaiting processing by Xchanging technician

Lloyds only ADV BDWN

Fully Authorised Lloyds settlement transaction – Awaiting processing by Xchanging technician

Lloyds only SET BDWN

Fully Authorised – Breakdown Incomplete Lloyds only PROCESS

Fully Authorised – Breakdown Complete Lloyds only RELEASED

Part Authorised - authorised by the lead and XCS

Lloyds and ILU PART-AUT

Pended/Rejected by a Lead ILU only PENDED/ REJECTED

Awaiting Reinstatement (fully authorised) ILU only RIP REQD

Awaiting Reinstatement on previous transaction (fully authorised)

ILU only RIP PREV

Awaiting CPA Release ILU only HELD CPA

Awaiting CPA Release on previous

transaction

ILU only HELD-CPA

Fully Authorised – Awaiting Signing ILU only AUTHORSD

Circulated LIRMA only CIRCLED

Cancelled LIRMA only CANCEL’D

Fully Authorised and Signed/Complete All COMPLETE



7.4 Non-agreement Party

For transactions where the carrier is a participant on the claim but not an agreement party, the transaction will be visible within the Non-agreement Party section of the system. This section will also include items where the carrier is an agreement party but can not yet action the claim transaction, e.g. the LIRMA lead has not yet circulated the transaction. Automated responses on subordinate UCR’s on a master cover, co-ordinated multi-layer or co-ordinated multi OSND claim will also be shown in the Non-Agreement Party section; a suppressed lead on a subordinate UCR will have to use existing ECF2 search functionality to navigate from CWS to CAS in order to review the claim.

The carrier will not be able to action the transaction from this section. Transactions will appear in this section until the carrier’s role, or the status of the transaction, has changed to one where they are required to take action, i.e. appears in the awaiting actions list for that carrier, XCS have raised a query to the carrier on a PbS claim transaction or the transaction is fully authorised and is complete. At this point it will be removed from the list. For a subordinate UCR the transaction will remain in this list until the master UCR has been fully authorised and the response rolled-on from the master to the sub-ordinates.

Note that work items in the Non-agreement Party (NAP) section of the Allocate screen can also be routed to an individual adjuster or workbasket, through the organisation’s routing rules (section 9.2). Users can then filter the listing by either workbasket or user, and include or exclude items that have been marked reviewed in CWS (section 9.5).


• Date Added

• UCR

• Name of Insured

• Name of Reinsured

• Date of Loss

• Carrier Role


• Cat Code



• PCS Code

• ECF Ind


• Risk Code

• Carrier ID

• Claims Ref 1

• Reviewed

For a more detailed description of any of the fields listed, please refer to section 13, Data Dictionary for Allocate Lists.

Clicking an item in the NAP list will take the user to the Transaction Details for that particular item as shown below.

A button ‘Take action’ is available at the bottom of the screen, to allow further actions to be taken on an NAP item. Clicking this button will take the user to a pop-up screen with a drop down list of four possible actions permitted on the NAP item:

o Review Claim (section 9.1) o Transfer Movement (section 9.3) o Declare Conflict (section 9.4) o Mark Reviewed In CWS/Unmark Reviewed In CWS (section 9.5)

Taking any of the above actions will close the pop-up screen once the request has been submitted. The ‘Take Action’ button and the ‘NAP Reviewed’ column will only appear on the NAP Transaction Details



screen, where the organization does not have an additional role as a lead or active agreement party on the same transaction.

7.5 My Group

The My Group section allows users to view the items in a specified individual’s worklist (View List for) or

a specified workbasket (View Queue for). Only work items requiring action will be displayed on these

lists.

Adjusters are able to see the work lists for users in their Primary Team and workbaskets within their

Primary and Secondary teams; Team Managers are able to see the work lists of users and workbaskets

within their Primary and Secondary Teams Claims Managers are able to see all worklists and

workbaskets within their domain.

7.5.1 My Group – View List for an Adjuster

To view a list for an adjuster, the user navigates to the My Group section of the Process Work screen

and selects a user name from the dropdown for the View List for field.

This list will then display:

The fields displayed in the "My Group – View List for Adjuster” list are:



• Target Date

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role


• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1


for Allocate Lists.

7.5.2 My Group – View Queue for Workbasket

To view a queue for a workbasket, the user navigates to the My Group section of the Process Work

screen and selects a workbasket description from the dropdown for the View Queue for field.





The fields displayed in the "My Group – View Queue for Workbasket” list are:

• Target Date

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role

• Work Status

• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Carrier Ref 1


for Allocate Lists.

7.6 Allocate Work

This section allows a user to allocate claim transaction items from a specified individual’s worklist

(Transfer work from) or a specified workbasket (Allocate work from). Only work items requiring action

will be displayed on these lists.



The ‘Transfer work from’ adjuster dropdown list contains any users who have the same Primary Team.

Team Manager will also have the users within their Secondary Team(s) included.

Claims Managers will have all users within their domain.

Users also have access to “My Group” which allows access and reallocation from the same user lists as

above.

7.6.1 Allocate Work – Transfer Work from Adjuster



The data fields displayed as a result of the selection of transferring work from an adjuster are:

• Target Date

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role


• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1


for Allocate Lists.

Work can be allocated to an individual adjuster or to another workbasket. To allocate work to an

individual adjuster:

1. Ticks the Select tick box against the work items to be allocated

2. Selects “Adjuster” from the Assign To dropdown list

3. Select the workbasket to which the adjuster is assigned from the Workbasket dropdown (the workbasket selected will determine the adjusters listed in the Adjuster dropdown selection field)

4. Select the adjuster to whom the items are to be assigned in the Adjuster dropdown.

5. The Comment field is mandatory

6. The user then clicks on the Submit button to allocate the work items.

To allocate to another workbasket, the user should follow steps 1 - 3 and steps 5 – 6, selecting

Workbasket at step 2.



7.6.2 Allocate Work – Allocate Work from Workbasket



The data fields displayed as a result of the selection of allocating work from a workbasket are:

• Target Date



• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role


• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1


for Allocate Lists.

Work can be allocated to an individual adjuster or to another workbasket. To allocate work to an

individual adjuster:

1. Ticks the Select tick box against the work items to be allocated

2. Selects “Adjuster” from the Assign To dropdown list

3. Select the workbasket to which the adjuster is assigned from the “Work Basket” dropdown (the workbasket selected will determine the adjusters listed in the “Adjuster” dropdown selection field)

4. Select the adjuster to whom the items are to be assigned in the “Adjuster” dropdown.



To allocate to another workbasket, the user should follow steps 1 – 3 (selecting Workbasket at step 2)

and steps 5 – 6

The data fields displayed as a result of the selection of allocating work from a workbasket are:

• Target Date

• UCR

• Insured

• Reinsured

• Date of Loss

• Carrier Role




• Cat Code

• PCS Code

• ECF Indicator


• Risk Code

• Carrier ID

• Claims Ref 1

For a more detailed description of any of these fields listed, please refer to section Error! Reference

source not found., Data Dictionary for Allocate Lists

For further details regarding the provision of the required permissions, please refer to section 11.1.1,

Maintain Operators.

7.6.3 Filters

In the view of an either adjuster’s worklist or a team workbasket, a user can filter the list on the broker

code, role of the user’s organisation, carrier id or a combination of the three filter options. When filtering

by organisation role, the choices are 'All roles' or 'Lead'. When filtering by carrier id, the dropdown will

display a list of all carrier id’s within the view the user is currently in (expand or contracted), against the

user’s organisation; the user can select one carrier id; only transactions which have the selected carrier

id as a participant will then be displayed in the list. The broker filter will show a list of available broker

codes within the on screen data.

7.7 Hover Display

The hover is a display that contains summarised information on the claim; this is displayed when the

user hovers over the work item in any of the lists (Claims Awaiting Action, Queries from XCS Awaiting

Action, Claims Responded To, Non-agreement Party, My Group or Work Allocation or the view of the

workbasket by an adjuster).



The following fields are displayed in the hover:

• UCR

• Triage Category

• Transaction Ref

• UMR

• Loss Name

• Business Class

• Insured

• Reinsured


• Bureau Lead


for Allocate Lists.

7.8 Transaction (Work Item) Details

7.8.1 Active Display

The active view of the work item, where an action can be taken on the work item, will be displayed if the

user opens up the transaction by any of these means:

• Opening item from the Claims Awaiting Action list; the work item arrives on this list either by:

o Auto routing

o Follow Me routing



o Allocation of a work item to a user by a manager via the Work Allocation list or via

the Transfer Movement action from any other active view of the work item

o Escalation to a manager by a user with a role of Adjuster

• Get Next function

• Active work item open via workflow search

The fields listed in the work object portion of the screen are:

• Status (Work Item status)

• Target Processing Time Deadline (number of days remaining)

• Updated date

• Workowner

• Updated By

• Created date

• Created By

The fields listed in the transaction details portion of the screen are:

• UCR

• TR

• UMR

• Loss Date (from)

• Loss Date (to)

• Loss Name

• Insured

• Reinsured



• Date Added

• ECF Indicator

• PCS Code

• Cat Code

• Risk Code

• Claims Category

• Carrier Line



• Triage Category

• Bureau

• Slip Lead

• Bureau Lead

• 2nd Agreement Party

• Broker ID

• Broker Contact

• Comments (only present if they have been added during allocation or transfer of the

work item).

• Grouped Ind

• Classification

• Sub-Classification

• Linked Master UCR


for Allocate Lists.

The fields listed in the Agreement Parties portion of the screen are:

• Role

• Response (response made by each agreement party; for possible values, please

refer to section 7.2, Claims Responded To)

• Carrier ID

• Claim Ref 1

• Claim Ref 2

• Carrier Ref 1

• Carrier Ref 2

In the agreement parties section the lead will be listed first, followed by any agreement parties then any

non-agreement parties.

There is also a Take Action dropdown for the user to enter the action they wish to take within Allocate

for the work item.


for Allocate Lists.

7.8.2 Read Only Display

The read-only view of the work item, where no action can be taken on the work item, will be displayed if

the user opens up the transaction by any of these means:



• Claims Responded To list

• Incomplete item selected from Search Workflow results screen where current carrier has

provided a response against the claim transaction

• Completed item selected from Search Workflow results screen

The fields displayed in the read only display are identical to those in the active display, excluding the

Take Action dropdown.

7.8.3 Icons

Please note that icons are context-sensitive and will not always be displayed.

Update this item

View history

Add attachments

Where am I?

Expand / Contract All

Close this Item

7.8.3.1 Complete Update

This icon allows updates to the transaction details screen to be saved. This is a standard Pega icon

that, in this case, has no effect as the transaction details cannot be updated from this screen.

7.8.3.2 View History

Clicking on this icon will display the history of the work item:



7.8.3.3 Add Attachments

Clicking on this icon allows the addition of a note to the work item; please note that the only type of

attachment that can be used is a note.

7.8.3.4 Where Am I?

Clicking on this icon displays the current location of the user in the Allocate screen displays

7.8.3.5 Expand/Contract All

Clicking on this icon either expands all sections of the transaction details screen or contracts them,

depending on the condition of the section at the time.



7.8.3.6 Close This Item

Clicking on this icon allows the saving of updates to the transaction details screen



8 Allocating Work

8.1 Follow Me Routing

With Follow Me routing, the second or subsequent claim transactions against a claim with previously

processed transactions will be automatically routed to the adjuster specified as the workowner against

that claim; this overrides any other auto-routing rule in Allocate. This setting is set in the Administration

set of screens (for details on setting Follow Me Routing, please refer to section 11.1.3.1, Follow Me

Routing).

8.2 Auto-Routing Via Decision Table

This option automatically routes claims transactions to specified workbaskets or adjuster’s worklist

based upon the values on fields specified in the routing rules table in the Administration set of screens.

Such routing can be bureau or carrier specific. For full set of fields for auto-routing, please refer to

section 11.2.1, Determine Routing

8.3 Manual Routing

8.3.1 Work Allocation Section Process Work Screen

As per section 7.6 Allocate Work, a manager can select one or more items in a workbasket or adjuster’s

worklist and allocate/transfer the work item(s) to another workbasket or individual adjuster.

8.3.2 Transfer Open Work Item

User can click on a claim transaction in a workbasket or worklist to open and select Transfer Movement

from Take Action dropdown. For more details, please refer to section 9.3, Transfer Movement.

8.3.3 Transfer Open Work Item

Leavers and Movers Management and Administration options, allow the bulk (or singular) reallocation of

work items based on

- Workowner

- Items within a specific users CAA listing

- Items within a specific users CRT listing



8.4 Get Next

Clicking on the Get Next button retrieves the claim transaction with closest target date from the

workbasket(s) and/or worklist with which the users Primary Team is associated.

When the user clicks Get Next, the transaction details screen for the relevant item is opened, with a

default Take Action of Review Claim.

8.5 Management Options

Clicking on the Leavers & Movers options, gives the manager access to the menus detailed in section

11.1.1 Maintain Leavers and Movers



9 Actions to Be Taken on a Work Item

9.1 Review Claim

Selection of this action directs the user to the Review/Respond screens in CAS (Claims Agreement

Screens), where the user can view details of the claim and provide a response on the claim transaction,

if desired. For more details on Review and Respond, please refer to the Review/Respond User Guide.

9.2 Pend Movement

Selection of this action sets the status of the work item to On Hold; the transaction is still displayed in

the user’s worklist. Please note that this action does not change the work item’s target processing date.

Once the Pend until Date has been reached, the status of the work item will revert to Pending – Action.

The Pend until Date defaults to a date which includes the Pend Default Days value; this is input for the

organisation in the Administrator screens. This default value can be overridden at this point using the

Pend until Date calendar (button highlighted in red). For more information regarding the calculation of

the default Pend until Date using the Pend Default Days value, which is set in the Administration

screens; please refer to section 11.1.3.2, Pend Items Default Setting.



The Comments field is mandatory; clicking on the Submit button will pend the work item.

9.3 Transfer Movement

When transferring a movement, the work item can be transferred to either another workbasket or an

individual adjuster’s worklist. When transferring to an individual adjuster the following is required:

1. Tick the Select tick box against the work items to be allocated

2. Select Adjuster from the Assign To dropdown list

3. Select the workbasket to which the adjuster is assigned from the Workbasket dropdown (the workbasket selected will determine the adjusters listed in the Adjuster dropdown selection field)

4. Select the adjuster to whom the items are to be assigned in the Adjuster dropdown.



To allocate to another workbasket, the user should follow steps 1 – 3 and steps 5 – 6, selecting

Workbasket at step 2.



9.4 Declare Conflict

Selection of this action will direct the user to select the type of conflict of interest. This selection in turn

will direct the user to the Conflict of Interest screens in either CLASS (for organisational conflict of



interest) or the IMR (for individual conflict of interest). For further details, please refer to the

Review/Respond User Guide.

9.5 Mark Reviewed in CWS / Unmark Reviewed in CWS

This option is available for Non Agreement Party (NAP) items only. For an NAP transaction not yet

marked reviewed, the function displayed will be titled ‘Mark Reviewed in CWS’. Clicking Submit will

mark the transaction as reviewed by the current non-agreement party.

For a NAP transaction marked reviewed and accessed through the Search Workflow function, the

function will be titled ‘Unmark Reviewed in CWS’. Submitting this request will mark the item as

‘Unreviewed’ on the next refresh.



9.6 PbS Online

This option is available for Queries from XCS Awaiting Action or CAA claim transactions with a work

status of Query Portal Response.

For Queries from XCS Awaiting Action transactions, selection of this action directs the user to the View

Query screen in the PbS Online application, where the user can view the details of the query raised by

XCS and provide a query response.



For CAA claim transactions with a work status of Query Portal Response, selection of this action directs

the user to the View Query screen in the PbS Online application, where the user can view the brokers

query response to the query that the carrier had raised previously on the claim transaction.

For more details, please refer to the PbS Online User Guide.



9.7 XCS TP Query Responded To

This option is available for Queries from XCS Awaiting Action items only. After a query response has

been provided by the carrier in the PbS Online application, selection of this action will return the work

item to the CRT / NAP folder from which it had previously resided.



10 Common Allocate Functionality

10.1 Sort of Work Items

For any of the lists of work items, whether a worklist or workbasket or a list of search results, despite the

default sort order, a user is able to change the sort field by clicking on the header of any of the fields

displayed in the list. Clicking on the header of a column will sort the list by the values in that field. The

first click on the header will result in a sort by ascending value; a further click will re-sort the list in

descending value order.

Subsequent clicks on the header of a column currently being used to sort the list will reverse the sort

order.

10.2 Expansion/Contraction of Sections/Lists

10.2.1 Sections and Lists of Allocate Screen

Clicking on the horizontal arrow ( ) against any sections will expand the selected section.

The arrow will show as vertical once expanded ( ). Clicking this arrow contracts the view.



10.2.2 Maximise Display of Work Items within Lists

The initial display of items within a worklist or workbasket will be a list of up to ten work items and only

partially expanded.

To view a larger number of work items within the list, click on the “Expand…” link:

Once expanded the list will show a count of retrieved items and other view folders will be pushed to the

bottom of the list of retrieved items. The expanded view will be scrollable via a vertical scrollbar for the

whole page.



To contract back to the original number of items in view, click on the “Contract…” link at the bottom of

the list.



11 Allocate Local Administration

Users with administration rights can access the Administration screens via expansion of the

Administration section on left side of the Allocate screen; all users will see this option as a default.

These functions will all open in new windows.

There are 2 main sections in the Administration functionality in Allocate

• Maintain Data: this is where the organisational and user settings are maintained

• Maintain Rules: This is where the delegated rules for routing work items and setting target

processing dates in Allocate are maintained

11.1 Maintain Data

There are 5 main functions within the Maintain Data section of the administration screens:

11.1.1 Maintain Leavers and Movers

Maintain Leavers and Movers, provides a separate “Umbrella” menu to allow Administration and

Manager Users to better control the leavers and movers in their organisations. The options available

are;

- Switch follow me off

- Change workowner on open claims

- Reallocate CAA work items



- Reallocate CRT work items

- Remove as CWS user

These options will differ depending on the profile of the logged in user. Administration only users

will see the top and bottom options;

Administrators View

Team Manager or Claims Manager View (not accessible within the Admin Menu, only directly from

the Management options section)



Users with Manager and Administrative access will see all five options;



11.1.1.1 Process for Leavers & Movers

Select User From Dropdown Menu

Reallocate Workowner on

open claims

Switch ‘Follow Me’ Off

Reallocate CAA Items

Reallocate Queries from XCS Awaiting

Acxtion

Remove as CWS User

Is Selected User a “Leaver”?

End

Is selected user a follow me

user?

No

Yes

No

Yes

Reallocate CRT items



11.1.1.2 Switch ‘Follow Me’ Off

Administrator only option, which switches off the follow me individual flag for the selected user. The

ability to switch follow me back on is within the Administrator Menu options within Maintain Operators.

11.1.1.3 Reallocate Work Owner

User is selected via a dropdown menu at the top of the screen, items may be selected individually or via

the select all tick box. Items may then be allocated to a new workowner at the bottom of the screen. The

selections within the workowner dropdowns will be all users within the logged in users domain, and

includes an option of “No Work Owner”.



11.1.1.4 Bulk Reallocate CAA

Bulk reallocation of CAA items allows the user to reallocate individually or as a group, the CAA items of

users within their domain. Comments must be added prior to the reallocate button being pressed.



11.1.1.5 Bulk Reallocate CRT items

Bulk Reallocate CRT, allows the user to reallocate individually or as a group, the CRT items of users

within their domain. Comments must be added prior to the reallocate button being pressed

11.1.1.6 Reallocate Queries from XCS Awaiting Action

There is no bulk reallocation function for this worklist, so items will need to be reallocated individually

from the users list by that users Claim Manager / Team Manager.

11.1.1.7 Remove as CWS user

Administrator only option, which removes the user from CWS, this does not remove the user from the

IMR or CLASS, only from CWS.



11.1.2 Maintain Operators

Operator is the Allocate term for a user; click on a radio button to select a user profile to edit.



The following read-only data items are displayed on this screen

• User identifier: this is the unique user ID that is displayed in the top left of the

Allocate screen that identifies the current operator using Allocate – see above.

• Work Group: this represents the organisation with which the user is associated.

The following data items can be updated via this screen

• Personal Data

o Title

o Full Name

o Position

o Telephone

o Email

o Claims Domain

• Access Group: this determines the permissions given to the user, which in turn

determine the screens and functionality available to the user. Possible values and

associated roles are:

o CWS:Users: Adjuster role

o CWS:Managers: Team Manager role

o CWS:ClaimsManagers: Claims Manager role

• Make Administrator: Extends the administration menu to users

• Use Follow Me Routing: Turns on (when ticked) follow me at an individual level, this

option is only available if Follow Me is turned on at organisation level. Once turned

on at organisation level, all users within the organisation will have this option ticked.

• Select From Workbasket: if this box is ticked, the operator/user will be able to

access work items in the team workbasket(s) listed in the Workbaskets Selected

column (below). This option is only provided for Adjusters as a Team Manager and

Claim Manager can allocate work to themselves from the workbasket.

• Get Next to select from workbaskets first?: This prioritises the Get Next function to

retrieve the highest priority work item from a user’s permitted workbaskets, in the

order that permission is granted. Once a workbasket is empty, the system will

select from the next workbasket until all are empty, after which items will pull from

the users work list

To save updates on any of the data entry update screens, click next. For this update, as with all

updates in Maintain Data, you will be required to confirm the data you wish to update:



11.1.3 Maintain Organisational Settings

Opening screen:

All organisational settings which have values against them will be listed under the Current

Organisational Settings header, together with the current value(s) of the setting. One or more of the

Reference Routing settings can be cleared by ticking the Select tick box against the item and clicking on

the Delete button. Follow me and Pend cannot be removed using the Delete option.

11.1.3.1 Follow Me Routing

When the organisational setting is on, Follow Me can be configured on an individual level. This routes

second or later transactions on a claim to the same individual that took ownership of the work item,

either manually within CWS, or by taking ownership when responding in CAS. If the setting is set to off,

and the setting is later changed to on, any processing done while this setting was set to off is not taken

into account for subsequent Follow Me routing. Please note that follow me routing takes precedence

over any other routing rules.



11.1.3.2 Pend Items Default Setting

The number input in this screen will be used to calculate the default Pend Until Date; the Pend Until

Date is used when a user elects to Pend Movement in the Take Action section of a work item selected

from the Claims Awaiting Action list. The number input in this screen is the number of working days

added to the current date when a user pends a work item to derive the default Pend Until Date.

NB: Please note that, in order for the Pend Default calculation to work correctly, the calendar against

each user must be ‘Xchanging’ for the default Pend Until Date to be calculated using working days;

otherwise, the default Pend Until Date will be calculated using calendar days. The calendar value can

only be set by Xchanging Administrators, not the local administrator.

11.1.3.3 Maintain Reference Data

This setting defines the substring location within a specified field that can be used for character-based

routing.

Maintain Reference Data input fields:

Routing Reference: the field in the claim against which the specified substring will be compared for

auto-routing. The available fields are:

• Carrier reference 1



• Carrier reference 2

• Claim reference 1

• Claim reference 2

Carrier Id: the carrier for which this substring will be used. Please note that it is possible to specify

more than 1 field against the same carrier, e.g., can specify a substring against Claim Reference 1 and

a different substring against Carrier Reference 2.

Reference Start and Reference End: these fields specify the start and end locations of the substring

within the specified reference field. Please note that each of these numbers needs to be1 less than the

actual required locations, e.g., if substring required is from the 4th to the 6th characters in a reference

field, the Reference Start value will be 3 and the Reference End value will be 5.

Please note that the actual value(s) for character based routing, as well as the workbasket/worklist to

which the claim transaction will be routed, is set via the Maintain Rules/Determine Routing option.

11.1.4 Maintain Team Workbaskets

This option allows the logged in user to associate workbaskets to teams. Firstly the user must select a

domain, then a team to associate. Screen 3 shows the available workbaskets which may be picked to

be part of the selected team. Workbaskets are selected and deselected by double clicking the

workbasket name.



11.1.5 Maintain Workbaskets

As with Maintain Operators, a workbasket must be selected for update via the selection screen:



Changing the description of the workbasket will amend the name of the workbasket in all locations

where the name is displayed for the users, for example, where a piece of work is being transferred to

another workbasket the name displayed will be that held in the description for the workbasket.

In this implementation, local administrators are not able to create new workbaskets; this is a task

performed by an Xchanging Administrator.

11.1.6 History Screen

All entries in Maintain Data will provide access to a History Screen to enable the user to see previous

settings of the data in question, as well as any users who have updated this data:

11.2 Maintain Rules

In the Maintaining Rules section of Administration, an administrator can maintain and update the

following rules:

Determine Routing: this sets the rules for auto-routing claims transactions to a specified workbasket or

adjuster’s worklist. This routing can be based on the value of one or more fields.



TPT Adjustment: this sets the rules for assigning a target date to a claim transaction based on the

value of one or more fields.

Note: Tables must be checked out before editing and then checked back in before they will take effect.

Active X controls must be installed on the Administrator’s computer to allow rules to be checked out and

in again. Active X controls can be installed from the pop up blocker bar by someone with administration

rights to the computer. See the desktop guide for details.

11.2.1 Determine Routing

This option allows the administrator to route transactions to a specified workbasket or

individual’s worklist based on the value of one or more fields; the workbasket/worklist is

specified in the Return field This is done based on the rules set out in a decision table. The

decision table must be checked out before any update, any changes saved and the table

checked back in after updates are complete. If the user does not wish to keep the changes, the

user can elect to not select the Save icon and can then click on the Delete Checked Out button;

any changes to the decision table will not be saved.

Where the Call Base Decision tick box is ticked and the Return field is specified, the value in the

Return field is the workbasket/worklist to which all work items are routed which are not subject

to the other routing rules in the table.

Prior to table check out:



After checked out, during editing:

The following fields can be used for auto-routing claims transactions to a specific workbasket or

adjuster’s worklist:

• Bureau code – value for this field can be selected via a dropdown

• Carrier id

• Carrier role – value for this field can be selected via a dropdown

• Currency (Orig)

• Incurred amount (100% order)

• Risk code

• Transaction type – value for this field can be selected via a dropdown

• Cat code

• PCS code

• Broker

• Carrier reference 1 – character based routing

• Carrier reference 2 – character based routing

• Claims reference 1 – character based routing



• Claims reference 2 – character based routing

• Class of business

• ECF indicator – value for this field can be selected via a dropdown

• Year of Account

• Claims category

• Triage Category – character based routing. This field is added

specifically for the use of VCS claims routing to the dedicated VCS

workbaskets. Refer to the VCS user guide accessible via

http://www.ecfinfo.eu/technical/vcs/.

For a more detailed description of any of these fields listed, please refer to section 14.1, Data

Dictionary for Allocate Decision Tables – Automated Routing Table.

Please note that, when this decision table is saved, the workbaskets and worklists listed in the

Return field on each line will be validated against the workbasket and worklist descriptions held

against the organisation within Allocate.

11.2.2 Target Processing Times (TPT) Adjustment

This functionality assigns a target date to a work item based upon the value of one or more

fields. As with Determine Routing this is done via a decision table, which must be checked out

prior to any update, and saved and checked back in after updates are complete.

Prior to table check out:

After table check out, during editing:

http://www.ecfinfo.eu/technical/vcs/



The following fields can be used for target processing times determination:

• Bureau Code – value for this field can be selected via a dropdown

• Carrier id

• Carrier role – value for this field can be selected via a dropdown

• Transaction type – value for this field can be selected via a dropdown

• Cat code

• PCS code

• Currency (Original)

• Incurred amount

• Carrier ref 1 (character based routing)

• Broker id

• Class of Business

• Risk code

• ECF indicator – value for this field can be selected via a dropdown

For a more detailed description of any of these fields listed, please refer to section 14.2, Data

Dictionary for Allocation Decision Tables – Target Processing Time Adjustment Table.

11.2.3 Show Conflicts Functionality

Show Conflicts functionality is available to compare the rules which are on the decision table to

ascertain if there are any rules which conflict with each other. If there are no rules which conflict

then the following message is displayed:



If there are rules which conflict, the rules which is further down the table that conflicts with a rule

further up in the rule list will be highlighted:

As with any other decision table update, “Show Conflicts” only checks the decision table if the

user has the table checked out.

11.2.4 Show Completeness Functionality

Show Completeness is a native feature of the application used to build CWS. When this button

is clicked, rows are automatically added to the decision table which cover additional cases for

application of rules in order to reduce or eliminate situations which would all fall through to the

default routing rule. These added rows can be edited or deleted if desired. As with any other



decision table update, Show Completeness only updates the decision table if the user has the

table checked out. If the user makes updates to the table and does not wish to retain these

updates, the user can click on the Delete Checked Out button and any changes will be

discarded. In order to update the decision table any further, however, the user will be required

to check out the table again.

NB: As this functionality can add an extremely large number of rules to the decision table,

Show Completeness should be used with caution.

After the button is clicked, the rules which were already entered on the table will be displayed at

the top of the list of rules with a grey background; those rules which have been added by Show

Completeness will be displayed with a light green background:



11.2.5 Edit In Excel Functionality

Edit in Excel functionality is available for users to export the decision table to Excel for editing.

The table can then be imported back into Allocate when the user has completed their updates

and saved the Excel worksheet. As with any other decision table update, Edit in Excel is only

available if the user has the table checked out. If the user makes updates to the table and does

not wish to retain these updates, the user can click on the Delete Checked Out button and any

changes will be discarded. In order to update the decision table any further, however, the user

will be required to check out the table again.



Here is what the above table looks like after export to Excel:

After an update in Excel, the user will need to save the changes on the worksheet and close the

Excel file; the changes will then be automatically imported back into Allocate



12 Get More Information/Contact

You can get more information about ECF2:

• Find out more about ECF2 at http://www.marketreform.co.uk

• In the event of an issue, the first point of contact is the Xchanging Service Centre. The Services

Centre can be contacted via telephone number at 0870 380 0830 or by email at

[email protected]. The Service Centre is available between the hours of 07.00

and 19.00.

http://www.marketreform.co.uk/index.php?option=com_content&view=category&id=32&Itemid=133

mailto:[email protected]



13 Screen Field Definitions for Allocate Lists

Data Field Title Description Source Displays In

2nd Agreement

Party

Lloyd’s: syndicate that is the 2nd

agreement party for this bureau

ILU: Company that is the 2nd agreement

party for this bureau

CLASS • Work Item - Transaction

Details

Auto Response An automatic response to a transaction

based on predefined rules set up by a

carrier/user.

CLASS

& CAS

• Claims Responded to filter

• CAS - View Market

Response

Agreement Status Status of transaction in ECF2/CLASS.

Please see entry for Status for status in

ECF2/CLASS

CLASS • Work Item - Agreement

Parties

Broker Contact Broker contact name CLASS • Work Item - Transaction

Details

Broker ID Code identifying the broker organisation

that created this transaction


Details

Bureau Bureau in which the recipient is

participating on this transaction

SY = Lloyd’s

IL = ILU

LR = LIRMA


Details

• Work Item - Agreement

Parties

Bureau Lead Lloyd’s: Syndicate that is the lead for this

bureau (may be the same as slip lead)

ILU and LIRMA: Company that is the lead

for this bureau (may be the same as slip

lead)

CLASS • Worklist/Workbasket Hover

• Search Results Hover

• Work Item – Transaction

Details

Business Class IILU or LIRMA: codes added by bureau

leader (usually at first advice) to define the

business type of the claim. May be blank

when first transaction created by broker.


Carrier ID Code identifying carrier on the claim either:

a) against the work item; or

b) who has taken the action listed; or

c) of the non-agreement party

CLASS • Claims Awaiting Action

• Queries from XCS Awaiting

Action

• Claims Responded To

• Non-agreement Parties

• My Group – View List for

Adjuster



• My Group – View Queue for

Workbasket

• Work Allocation – Transfer

Work from Adjuster

• Work Allocation – Allocate

Work from Workbasket

• Adjuster workbasket

allocation view


Details

• Work Item – Work Object

Carrier Line Claim line number in CLASS (required due

to possible non-uniqueness of carrier

participation on the same transaction)


Details

Carrier Ref 1 Carrier’s risk reference. CLASS • Worklist/Workbasket Hover


• Work Item - Transaction

Details

Carrier Ref 2 Carrier’s risk reference. CLASS • Search Results Hover


Details

Carrier Reference Carrier’s risk reference CLASS • Work Item - Agreement

Parties

Carrier Role Carrier role of the file recipient:

• Lead

• Coordinated Lead

• Suppressed Lead

• Agreement Party

• Non-agreement Party

Please also see entry for Role



Action




Adjuster

Cat Code Lloyd’s only

Catastrophe code allocated by Lloyd’s

Claims office to a loss event that is

expected to give rise to losses in excess of

an agreed amount.



Action




Adjuster


Workbasket


Work from Adjuster






allocation view


Details

Ccy Original Currency Code (ISO codes used)

on the claim

CLASS • My Group – View Queue for

Workbasket


allocation view

Claims Category LIRMA only: LIRMA code applied to

identify the business category of the claim


Details

Claims Ref 1 Carrier Reference allocated by agreement

party.



Action




Adjuster


Work from Adjuster





Details

Claims Ref 2 Carrier Reference allocated by agreement

party. (Blank on first advice)




Details

Classification Describes the type of Binding Authority

Claim

B – Bordereau

I – Individual Outside Authority

L – Loss Fund

CLASS • Work Item – Transaction

Details

Created Date when work item was last created

within the Allocate function

CWS • Work Item - Work Object

Created By User/system which created the work item

within the Allocate function. The value of

this field will always be ‘System’ for items

created/submitted via CLASS.




Date Added Date the transaction was created or

updated (not the claim creation date)

CLASS • Queries from XCS Awaiting

Action




Details

Date Loss (from) Either the date of loss or the first date of a

period of loss. Can have partial dates.

Where full date supplied, DDMMYYYY


Details

Date Loss (to) Last date of a period of loss; if this field is

populated, the Loss Date (from) field must

be populated. Can have partial dates.

Where full date supplied, DDMMYYYY


Details

Date of Loss Date of loss from; display in dd/mm/yyyy

format. Please also see entry for Loss

Date (from) and/.or Loss Date



Action



• My Group - View List for

Adjuster

ECF Indicator Indicates whether the claim is supported by

an electronic claim file, a paper file or in

transition from paper to electronic.

Y = electronic claim file

N = paper file

T = in transition



Action


Adjuster


Work from Adjuster




Details

Grouped Ind Indicates whether the UCR belongs to a

grouped set of UCR’s

Y – Grouped

Blank – Un-Grouped




Details

Insured Policyholder name for direct business. .

Please also see entry for Name of Insured.



Action


Adjuster




Work from Adjuster



• Worklist/Workbasket Hover



Details

Linked Master

UCR

Master UCR for a Binding Authority Master

Cover, Co-Ordinated Multi-Layer or Co-

Ordinated Multi OSND claim.


Details

Loss Date Date of loss from; display in dd/mm/yyyy

format. Please also see entry for Loss

Date (from) and/.or Date of Loss


Workbasket

• Work Allocation - Transfer

Work from Adjuster




allocation view

Loss Name Name given to a loss / event that has given

rise to this claim.


Workbasket


allocation view




Details

Name of Insured Policyholder name for direct business.

Please also see entry for Insured.

CLASS • Claims Responded To


Name of Reinsured Policyholder name reinsurance business.

Please also see entry for Reinsured.



PCS Code Catastrophe code allocated by Property

Claims Services to certain North American

loss events that are expected to give rise to

losses in excess of an agreed amount




Adjuster


Work from Adjuster




Details



Reinsured Policyholder name reinsurance business.

Please also see entry for Name of

Reinsured.



Action


Adjuster


Work from Adjuster






Details

Reviewed Displays ‘Y’ where NAP item has been

marked as ‘reviewed in CWS’, otherwise

blank.

CWS • Non-agreement Parties

Risk Code Lloyd’s: code allocated to the risk at the

time of placement to provide an indication

as to the type of business underwritten.

ILU or LIRMA: Codes added by bureau

leader (usually at first advice) to define the

business type of the claim. May be blank

when first transaction created by broker.

For ILU or LIRMA please also see entry for

Business Class.



Action




Adjuster


Workbasket


Work from Adjuster (as

RC)


Work from Workbasket (as

RC)


allocation view


Details

Role Carrier role of the file recipient:

• Lead

• Coordinated Lead

• Suppressed Lead

• Agreement Party

• Non-agreement Party

Please also see entry for Carrier role


Workbasket


Work from Adjuster




allocation view



• Work Item – Agreement

Parties

Slip Lead Carrier that is the slip lead for the contract CLASS • Work Item - Transaction

Details

Sub-Classification Sub classifies the type of Binding Authority

claim, see section 20 for full list of values.


Details

Work Item Status Status of work item in Allocate CWS • Claims Awaiting Action


Adjuster


Workbasket


allocation view


Transaction Status Status of transaction in ECF2/CLASS.

Please see entry for Agreement Status

CLASS • Queries from XCS Awaiting

Action




Details

Target Date Another term for the target date as

determined from Target Processing time

rules. Please also see entry for Deadline.

CWS • Claims Awaiting Action


Adjuster


Work from Adjuster




TR Transaction Reference: reference issued

by the broker creating the current

transaction. Must be unique within the

UCR.

Format: ‘B’ + the broker number + max 12

character alphanumeric reference

NB: the number for the broker creating this

transaction may differ from that on the UCR




Workbasket


allocation view



Details

Transaction Type Identifies whether the transaction is:

S = settlement

A = advice



Action




Adjuster




Work from Adjuster





Details

Triage Category Lloyd’s only: the segmentation category

into which the claim falls:

2006 scheme:

Standard

Complex

Not specified

VCS-XCS

VCS-Crawford

2010 scheme:

CTP-Standard

CTP-Complex

VCS-XCS

VCS-Crawford



Details

UCR Unique Claims Reference

Reference created by the broker creating

the first transaction on this claim. Format:

‘B’ + the originating broker number + max

12 character alphanumeric reference

NB: UCR must not be the same as the

UMR for the claim



Action




Adjuster


Workbasket


Work from Adjuster




allocation view




Details

UMR Unique Market Reference: reference issued

by the broker that placed the risk. Format:

‘B’ + the originating broker number + max

12 character alphanumeric reference



Details



Updated Date when work item was last updated CWS • Work Item - Work Object

Updated By UserID of user who has last updated the

work item within the organisation




14 Screen Field Definitions for Allocate Decision Tables

Note that, where a field is CHAR, the entry for that field will require double quotes at the start and end of the

value, e.g., Ccy set to “USD”.

14.1 Automated Routing Table

Data Field

Title

Description Format Comments

Bureau Code Bureau in which the

recipient is participating on

this transaction

SY = Lloyd’s

IL = ILU

LR = LIRMA

CHAR (2) Can be selected via a dropdown

Carrier ID Code identifying carrier on

the claim against the work

item

CHAR (6)

Carrier Role Carrier role of the file

recipient:

• Lead

• Agreement Party

• Follower


Ccy Original Currency Code

(ISO codes used) on the

claim

CHAR (3)

Incurred Latest incurred claim

estimate, in original

currency; 100% of order

DECIMAL

(15)

Risk Code Lloyd’s: code allocated to

the risk at the time of

placement to provide an

indication as to the type of

business underwritten.

ILU or LIRMA: Codes

added by bureau leader

(usually at first advice) to

define the business type of

the claim. May be blank

when first transaction

created by broker. For ILU

CHAR (2)



Data Field

Title


or LIRMA please also see

entry for Business Class.

Transaction

Type

Identifies whether the

transaction is:

S = settlement

A = advice



Catastrophe code allocated

by Lloyd’s Claims office to a

loss event that is expected

to give rise to losses in

excess of an agreed

amount.

CHAR (4)

PCS Code Catastrophe code allocated

by Property Claims Services

to certain North American

loss events that are

expected to give rise to

losses in excess of an

agreed amount

CHAR (4)

Broker ID Code identifying the broker

organisation that created

this transaction

CHAR (4)

Carrier Ref 1 Carrier’s risk reference. CHAR (15) Character-based routing


Claims Ref 1 Carrier Reference allocated

by agreement party.

CHAR (15) Character-based routing

Claims Ref 2 Carrier Reference allocated

by agreement party. (Blank

on first advice)

CHAR (15) Character-based routing

Class of

Business

IILU or LIRMA: codes

added by bureau leader

(usually at first advice) to

define the business type of

the claim. May be blank

when first transaction

created by broker.

CHAR (2)



Data Field

Title


ECF Indicator Indicates whether the claim

is supported by an

electronic claim file, a paper

file or in transition from

paper to electronic.


N = paper file

T = in transition


Year of

Account

Lloyd’s: year of account to

which the risk has been

assigned.

Integer (4) YYYY

Claims

Category

LIRMA only: LIRMA code

applied to identify the

business category of the

claim

CHAR (1)

Triage

Category

Lloyd’s only: the

segmentation category into

which the claim falls:

2006 scheme:

Standard

Complex

Not specified

VCS-XCS

VCS-Crawford

2010 scheme:

CTP-Standard

CTP-Complex

VCS-XCS

VCS-Crawford

CHAR(15) • Character based routing

• Refer to VCS user Guide available

at

http://www.ecfinfo.eu/technical/vcs/

for the details on how to use VCS

Triage Categories.

14.2 Target Processing Time Adjustment Table

Data Field Title Description Format Comments

Bureau Code Bureau in which the recipient is

participating on this transaction

SY = Lloyd’s

IL = ILU

LR = LIRMA

CHAR (2) Can be selected via a

dropdown



Carrier ID Code identifying carrier on the

claim against the work item

CHAR (6)

Carrier Role Carrier role of the file recipient:

• Lead

• Agreement Party


dropdown

Transaction

Type

Identifies whether the

transaction is:

S = settlement

A = advice


dropdown


Catastrophe code allocated by

Lloyd’s Claims office to a loss

event that is expected to give

rise to losses in excess of an

agreed amount.

CHAR (4)

PCS Code Catastrophe code allocated by

Property Claims Services to

certain North American loss

events that are expected to give

rise to losses in excess of an

agreed amount

CHAR (4)

Currency

(Original)

Original Currency Code (ISO

codes used) on the claim

CHAR (3)

Incurred Latest incurred claim estimate,

in original currency; 100% of

order

DECIMAL (15)


Broker ID Code identifying the broker

organisation that created this

transaction

CHAR (4)

Class of

Business

IILU or LIRMA: codes added by

bureau leader (usually at first

advice) to define the business

type of the claim. May be blank

when first transaction created by

broker.

CHAR (2)

Risk Code Lloyd’s: code allocated to the

risk at the time of placement to

provide an indication as to the

CHAR (2)



type of business underwritten.

ILU or LIRMA: Codes added by

bureau leader (usually at first

advice) to define the business

type of the claim. May be blank

when first transaction created by

broker. For ILU or LIRMA

please also see entry for Class

of Business.

ECF Indicator Indicates whether the claim is

supported by an electronic

claim file, a paper file or in

transition from paper to

electronic.


N = paper file

T = in transition


dropdown



15 Glossary

Term Description

Allocate The functionality within ECF2 which allows the allocation and tracking of claims transactions,

in the form of work items; this functionality is provided by an application called CWS (Claims

Workflow System – see below). Allocate also provides a link into the Review and Response

portion of ECF2

CLASS Claims processing system within the London ILU and LIRMA markets, and Lloyd’s for broker

creation of claims only. The corresponding response system for Lloyd’s carriers is ECF or

ECF2. The creation/update/deletion of records on claims in CLASS will provide the data for

inclusion in the CWT data feed.

CWS Claims Workflow Service. This is an integrated workflow tool provided by Xchanging as part

of the ECF2 offering. Use of this integrated tool is optional – customers may opt to use their

own standalone workflow application.

CWT Claims Workflow Triggers. This is a service provided by Xchanging which allows registered

users to receive a file containing notifications of actions taken on a claim.

DFV Document File Viewer. This application forms part of the Review functionality within ECF2

and allows a user to gather a number of documents from the IMR into a single .PDF file for

view on their local desktop. A variety of file formats can be converted via this application into

.PDF for viewing.

ECF Electronic Claim File. The previous claims processing and document management system

for Lloyd’s carriers.

ECF2 Electronic Claim File. ECF2 is the extension of ECF, offering an integrated suite of

applications for claims processing and response.

IMR Insurance Market Repository. The document repository for the London Insurance Market.

Notify The functionality within ECF2 which provides notification of actions taken on claim transaction

to participants on that claim transaction. This notification can be processed either via ECF2

Allocate or via a file sent to a participant registered for Claims Workflow Triggers (CWT) for

those carriers with their own standalone workflow application.

PbS Post Bind Submission. This is a claim submission type which was initiated by the Broker

through ACORD EBOT / ECOT messages.

PbS Online

Application

This application provides access to details related to PbS submissions. Allows users to view

queries assigned to their organisation and provide a query response,



.PDF The read-only file format produced by the Document File Viewer application within ECF2 for

viewing via the Adobe Acrobat file viewer.

Respond The functionality within ECF2 to provide a response on a claim transaction. The response

provided is input into CLASS to allow further processing of the claim transaction.

Review The functionality within ECF2 to review the data and documents associated with a claim. The

information available for review is composed of claim/policy data within CLASS and

claim/policy documents on the IMR

VCS Volume Claim Service ; The Volume Claims Service (VCS) is a delegated claims adjusting

service for high volume low value claims which is offered by two suppliers (XCS and

Crawford) competing on service speed, quality and price.

VCS Claim A VCS claim is a Lloyd’s electronic claim that is triaged as VCS (VCS-XCS or VCS-Crawford)

using ‘Triage Category’ in ECF2 CAS.

VCS Service

Provider

A third party adjusting company chosen by a Leader to perform a delegated lead adjusting

role on a claim. Currently the selection of the VCS Service Provider is restricted to XCS

(XChanging Claim Services) and Crawford,

Workbasket A collection of work items which have not yet been allocated to an individual for processing.

Worklist A collection of work items which have been allocated to an individual for processing.

Workowner A User specified as being the owner of a UCR either via follow me or manually taking ownership.

XCS Xchanging Claims Service – Responsible for performing technical processing of Lloyd’s claim transactions post the Lloyd’s agreement parties response against the claim transaction.



16 Document Control

16.1 Document Information

Prepared by: Thomas McCabe

Project Manager: Lee Mills

Programme Manager: Natalie Carter

16.2 Revision History

Version Date Author Description

0.1 18/05/2010 Alicia Scott Initial Draft

0.2 28/05/2010 Alicia Scott Updated after internal review

0.3 01/06/10 Alicia Scott Update for default Pended Until date

0.4 02/09/10 Linda Potts Updates identified during MAT

1.0 28/09/10 Linda Potts Updates identified during review

1.1 7/10/10 Mandy Seabrook Updated screen and comments

1.2 13/10/10 Mandy Seabrook Removal of additional image boxes/arrows

2.1 13/10/10 Mandy Seabrook Tracked changes accepted for release as FINAL

2.2 1/12/10 Mandy Seabrook Changes made as per change log

2.3 03/11/11 Jay Mehta Updates post CR002 (Follower Routing) and go-live

2.4 04/07/12 Kajal Bhardwa Updates based on CR0091 (Identify prior TR)

2.5 25/09/12 Kelly Gardner Additional UI added following implementation

2.6 19/10/2012 Kelly Gardner Updates following the build of CR0079, CR0040,

CR0042, CR0094 & CR0075



2.7 01/03/2013 Kelly Gardner Updates following the implementation of Hierarchy

and Follow Me changes.

2.8 27/11/13 Parminder Kaur Updated with the VCS changes.

2.9 05/12/13 Parminder Kaur XIS ITC Approved Version (Geoff K and Jeremy

Campbell-Hand).

3.0 25/05/17 Thomas McCabe Updated for changes introduced by PbS Queries

implementation

3.1 28/11/2017 Thomas McCabe Update following feedback from MAT for CSRP R1.2

Release

3.2 01/12/2017 Dave Smith Updates for changes introduced by ECF Binders

project.

3.3 25/01/2018 Dave Smith Removal of certain Sub-Classification values as per

CR44.

Addition of new Coordinated Lead role as per CR45



17 ECF2 User Registration Form

17.1 New User



17.2 Amend User



18 Registration Form Guide

NB: (M) is displayed alongside the field name indicates that the field is mandatory for both forms; (MN) indicates that

this field is only mandatory when setting up a new user.

LPC Account Code (M): this is the account code against which the mainframe user ID has been created.

User ID or User Name (M): this is the user ID which has been created on the mainframe for this user.

SSO ID: this is the unique user ID which has been created for the use of ECF2

First Name (MN): the first name of the user being created/updated.

Surname (MN): the surname of the user being created/updated.

Company Name (MN): the name of the company/organisation of the user being created/updated

Job Title: the job title of the user being created/updated.

Email Address (MN): the email address of the user being created/updated.

Contact Number (MN): the contact telephone number of the user being created/updated.

Repository Access (MN): the system environment access required by the user; 1 or more may be selected. The

options are:

• Market Repository: this is the production environment

• Training: this is a pre-production environment used for training

• Acceptance: this is the environment used for Market Acceptance Testing by users

Client Category (MN): this field specifies the user role within the Xchanging system environment. This will be one

of the fields which determine the functionality and screens that the user can access. Only 1 role can be selected per

user id; the possible values are:

• Broker (Note: this client category cannot be enabled for ECF2)

• Company

• Syndicate

• Third Party (Note: this client category cannot be enabled for ECF2)

• XIS (Note: this client category cannot be enabled for ECF2)

• XCS

Synd No. /Brkr No. /Co. Code/TP Code (MN): applicable organisation ID of the entity for which the user requires

access.

Functionality Section: the following fields specify the functionality to which the user requires access.



Homepage Search (MN): value of “Yes” or “No”. Native Repository: The value of this field should be “No”

if you are an A&S user requesting direct load only access, i.e., the value of the A&S Direct Load field is

“Yes”.

A&S Direct Load (MN): value of “Yes” or blank. Native Repository: If the value of this field is “Yes”, the

value of the Homepage Search field should be “No” if you are an A&S user requesting direct load only

access.

Claims Awaiting Action (MN): value of “Yes” or blank. This field is applicable to Lloyd’s Syndicates only,

using ECF1 functionality.

ECF Direct Load (MN): value of “Yes” or blank.

Document File Viewer (MN): value of “Yes” or blank. This field is applicable to Carriers (Lloyd’s

Syndicates and Companies) only.

ECF2 Sign On (MN): value of “Yes” or blank. This field is applicable to Carriers (Lloyd’s Syndicates and

Companies) only.

CWS User (MN): value of “Yes” or blank. This field is applicable to Carriers (Lloyd’s Syndicates and

Companies) only.

CWS Administrator (MN): value of “Claims Manager / Administrator”, “Administrator” and “No (not an

administrator)”. Specifies the role of the CWS user within ECF2. This field is applicable to Carriers (Lloyd’s

Syndicates and Companies) only.

Security Administrator: these fields can provide administrator access to the user for the IMR (this

does not provide local administrator access to the user within Allocate).

Add Third Party: value of “Yes” or blank. This field allows the user to administer Third Party Access within

the IMR.

Conflict of Interest: value of “Yes” or blank. This field allows the user to manage Conflicts of Interest, both

individual and organisational, within the IMR.



19 Work Item Movement Through Allocate

The rules below explain how transactions received from CLASS will be shown within the Allocate Claims Workflow function per role on a claim.

Action taken Workflow action per role

Bureau

Trans status

Action code Response code

Action part.

Leader Agreement party Non-Agreement Party

Comments

SY 10 A = Create Broker Create row in CAA Create in Non-agreement party section

Create in Non-agreement party section

Confirm AP role

Create a row in the VCS workbasket when broker releases a subsequent transaction on an existing VCS claim.

SY 10 U = Update Broker Replace existing data in CAA or CRT

Update in Non-agreement party section


If items has already been agreed by parties item to be moved to the AAL for all who have previously agreed

SY 10 U=Update Lead Move Item from CAA to the VCS workbasket.



Triage a claim as ‘VCS’ using ECF2 CAS; also known as VCS ENTRY

SY 10 U=Update VCS Service Provider

Move item from the VCS workbasket back to CAA



Remove a claim from VCS using ECF2 CAS. Also known as VCS EXIT.

SY D = Delete Broker Remove item from CWS Remove item from CWS

Remove item from CWS

SY 14 R = Response Seen/Action Lead Move item to CRT Update agreement status

Update agreement status Create item in CAA


Advice only

VCS Service Provider

Move item from the VCS workbasket to the CRT

• Advice only




(of the user responded To)

• Apply to VCS claims only i.e. the Triage Category =’VCS-XCS’ or ‘VCS-Crawford’.

SY 14 R = Response Agree pay Lead Move item to CRT Update agreement status



Settlement only


Move item from the VCS workbasket to the CRT (of the user responded To)

• Settlement only


SY 10 R = Response Query return Lead Move item to CRT Update agreement status



Advice/Settlement


Move item from the VCS workbasket to the CRT (of the user responded To)

• Advice/Settlement


SY 14 R = Response Seen/Action Agreement party

Update agreement status Move to CRT Update agreement status


Advice only

SY 14 R = Response Agree pay Agreement party



Settlement only

SY 15 R = Response Seen/Action Agreement party



Advice only

SY 15 R = Response Agree pay Agreement party



Settlement only




SY 16 R = Response Query return Coordinated Lead

Move item to CRT

Update agreement status


Update in Nonagreement party section

SY 16 R = Response Query return Agreement Party



SY 17 R = Response Seen/Action Coordinated Lead

Move item to CRT




Advice only

SY 17 R = Response Agree pay Coordinated Lead

Move item to CRT



Create item in CAA


Advice only

SY 17 R = Response Seen/Action Agreement Party



Advice only

SY 17 R = Response Agree pay Agreement Party

Update agreement status Move to CRT



Advice only

SY 10 R = Response Query return Agreement party



SY 24 Update item in CRT list Update item in CRT list

Update item in CRT list

Awaiting reinstatement premium Display "awaiting RIP" in status value

SY 25 Update item in CRT list Update item in CRT list






SY 36 R = Response Seen/Action XCS Update agreement status Update agreement status


SY 36 R = Response Agree pay XCS Update agreement status Update agreement status


SY 10 R = Response Query return XCS Update agreement status Update agreement status


SY U = Update XCS Move item to Queries from XCS Awaiting Action

Move item to Queries from XCS Awaiting Action

Move item to Queries from XCS Awaiting Action

Item only moved for the Carrier assigned the query by XCS PbS submissions only

SY 40 Remove items from CRT or Query from XCS Awaiting Action

Remove items from CRT or Query from XCS Awaiting Action

Remove from Non-agreement party section or Query from XCS Awaiting Action

IL 10 A = Create Broker Create row in CAA Create in Non-agreement party section


Confirm AP role

IL 10 U = Update Broker Replace data in CAA Update in Non-agreement party section



IL D = Delete Broker Remove item from CWS Remove item from CWS


IL 14 R = Response Aut Lead Move item to CRT Update agreement status






IL 12 R = Response Pen Lead Move item to CRT as query pend Update agreement status



Equivalent to query return in Lloyd's

IL 15 R = Response Aut Agreement party

Update agreement status Move item to CRT Update agreement status


IL 10 R = Response Pen Agreement party

Move item to CRT as query pend Update agreement status

Move item to CRT Update agreement status


Equivalent to query return in Lloyd's

IL 24 Update item in CRT list Update item in CRT list








IL 40 Remove items from CRT Remove items from CRT

Remove from Non-agreement party section

LR 10 A = Create Broker Create row in CAA Create in Non-agreement party section


Confirm AP role

LR 10 U = Update Broker Replace existing data in CAA or CRT







LR 12 R = Response Lead Remove the item from CAA

Remove the item from CAA


Reject (Lead only)

LR 20 R = Response Lead Item to remain in CAA (or be created if no existing item)

Create item in CAA Remove from Non-agreement party section

Circulate (Lead only)

LR 45 R = Response Lead Remove the item from CAA

Remove the item from CAA


Cancelled (Lead only)

LR U = Update Broker Move item to CAA Move item to CAA Move item to CAA Item only moved for carrier who had raised the query. PbS submissions only.

LR D = Delete Broker Remove item from CWS Remove item from CWS


LR 20 R = Response CAA Lead Move item to CRT Update agreement status

NA If AP has already responded then ignore

LR 20 R = Response INF Lead Move item to CRT Update agreement status

NA Equivalent to a query return in Lloyd's If AP has already responded then ignore

LR 20 R = Response FIL Lead Move item to CRT Update agreement status

NA Equivalent to a query in Lloyd's If AP has already responded then ignore

LR 20 R = Response DIS Lead Move item to CRT As pending query


NA Equivalent to a query in Lloyd's If AP has already responded then ignore

LR 20 R = Response ACC Lead Move item to CRT Update agreement status


LR 20 R = Response No Lead Move item to CRT Update agreement status





LR 20 R = Response Yes Lead Move item to CRT Update agreement status


LR 20 R = Response CAA Agreement party

NA Move item to CRT NA

LR 20 R = Response INF Agreement party

NA Move item to CRT NA Equivalent to a query return in Lloyd's

LR 20 R = Response FIL Agreement party

NA Move item to CRT NA Equivalent to a query return in Lloyd's

LR 20 R = Response DIS Agreement party

NA Move item to CRT As pending query

NA Equivalent to a query return in Lloyd's

LR 20 R = Response ACC Agreement party


LR 20 R = Response No Agreement party


LR 20 R = Response Yes Agreement party


LR 40 Remove items from CRT Remove items from CRT


Workflow action key – CAA – Claims Awaiting Action, CRT – Claims Responded To



20 Binding Authority Sub-Classification Values

Value Sub-Classification Description

CL Cash Loss

Any loss where a cash amount is required by the

Coverholder or TPA to pay the claim. The amount may

exceed the amount held within the loss fund.

CX Complex Any claim that has any complex issues around quantum,

coverage, claims handling etc.

EMA Exceeds Monetary

Authority

Any claims that exceeds the Coverholder’s or TPA's agreed

claims handling limit

LC Liability Claim Any claim that is made under a liability policy

NHA No Handling

Authority

The coverholder or TPA has no authority to handle any

claims on behalf of the underwriters

SN Subrogation Any loss where a full or partial recovery may be made from a

legally liable party

CHR Coverholder Where a Loss Fund relates to funds provided by

Underwriters to a Coverholder

TPA Third Party

Administrator

Where a Loss Fund relates to funds provided by

Underwriters to a Third Party Administrator

allocate user guide - ecfinfo.com

Documents