In June 2006, there was a backlog of Incomeshield claims. It took an average of 28 days to clear the claims in Income (compared to a service target of 7 days).
The delay were due to two factors:
- increase in volume of claims
- migrating to a new computer system
The following measures were implemented and they have contributed in speeding up the processing of the claims. We carried a once-off exercies in August to clear off the outstanding claims held back from earlier months.
The average number of days has reduced as follows:
July : 24 days
August : 20 days
September: 12 days
We expect to reach our service target of 7 days in October.
William Fong
Head, Group & Health Dept
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