CLAIMS
Meet some of the people in the Claims Department and find out how they go the extra mile for members every day
CLAIMS TEAM INSIDE THE
Kersten Peters, Head of Criminal Claims, and Craig Hewitt, Head of Civil Claims write: The Claims Department is responsible for processing all criminal, misconduct and civil applications made by members, including ill health and pension matters, that comply with PFEW funding criteria. The team comprises of claims administrators, claims advisors, pensions advisors, and the In- House Legal Team. Our amazing team works incredibly hard to process, assess, and support members legally, when a request is submitted for Federation funding. We are currently managing just under 10,000 live claims. We would like to introduce you to some of the people from the department, and give an insight into what we do and how we do it.
16 | POLICE | FEBRUARY 2023
CLAIRE JACKSON-PRIOR AND EMMA FEATHERSTONE, CRIMINAL CLAIMS ADMINISTRATORS
Tell us a little bit about your role – what does a standard day look like? CJP: We do most of our work on a rota system. We have applications to assess,
“We work closely with the claims advisor’s and Head of Criminal Claims, whose experience and knowledge ensures our members get the right support when they most need it”
requests from the solicitors to review, emails, billing queries, and requesting updates from solicitors, so we divide those tasks between us. We send things to claims advisors, and talk to branches and solicitors. Outside of the normal day-to-
day work, we have projects to work on, as well as liaising with our costs lawyers and the Finance Team about costs orders and legal bills. I answer questions from the external auditors about the matters we have funded, so that they can check our processes are robust. EF: The team and I currently manage approximately 2,500 criminal claims. My role includes assessing new applications submitted to Central Claims Team (CCT), monitoring and processing claim correspondence, and associated costs and disbursements to maintain the
individual claim budget. We communicate regularly with our stakeholders to maintain a proficient and effective relationship, and update the Head of Department of any concerns that may have implications on the wider membership.
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