CLAIMS
How does your role fit into the wider department? CJP: The claims administrators are the initial point of contact for the solicitors and branches. The criminal team can authorise some matters without escalating them to claims advisors, so that gives them time to deal with the less straightforward matters, as well as more costly requests, where their experience is best utilised. We deal with the majority of the external communication regarding the claims, so instructions from the Head of Department or the claims advisors will generally be sent via the claims administrators. EF: The role of the claim’s administrator is integral to the way in which our members can access funding. The administrator will ensure that all applications are submitted in the correct format and that all updates and requests are dealt with within a set timeframe to avoid any damaging effects to the member’s support. We work very closely with the claims advisors and Head of Criminal Claims, whose experience and knowledge supports us to ensure our members get the right support when they most need it.
How many cases do you look after in an average month? CJP: It varies, because we deal with individual items of correspondence throughout the life of every claim. We deal with some claims many times in some months, others do not need much work after the initial application, especially Post Incident Procedures. EF: It’s hard to give an approximate figure of how many claims we deal with, as we manage new and existing claims. But on average, I would say between 30 to 50+ claims a day.
What is your favourite part of the role? CJP: My interaction with other people is my favourite part of the job. I enjoy helping people solve problems, whether they are from the branch, Finance, claims advisors or anyone else. The other thing I enjoy is that the claims can be really interesting, although some of the things our members go through make me annoyed or sad. I am glad we are there to help the members get legal help when they need it. EF: Being part of a team that strives to meet our members expectations and provide effective support when they most need it. I feel proud to play just a small part in making a difference.
Why is the civil/criminal claims team important? CJP: We are here to check that the matters we fund are within the PFEW funding criteria – that’s the main reason for having us. Having a team of claims advisors who are retired officers is especially important, as they have a wealth of experience between them. They’re a tremendous resource, not only for the rest of the team, but for the
“Having the correct information speeds up the claims process and allows us to get the right support in place to assist the member’s needs”
branches and the organisation as a whole. EF: It is important to have a central point of contact to provide advice, assistance and, if required, the ability to set up legal support for our members and the branch boards. We work together to ensure the members needs are supported and expectations are met. We keep an eye on trends, and the possible abuse of processes, which may have implications on the wider membership.
Is there anything you would like the readers and members to know about claims? CJP: Just that it is important to put as much information as possible into applications before they are sent to the claims team. As I have mentioned, we have to assess the applications against the PFEW funding criteria, because the subscriptions of the combined membership provide the funding for the legal advice. So, if a member is under investigation for something, then the basis of their defence is really useful. Sometimes a really key piece of information that has changed the picture entirely has been left out, from one detail that means we simply could not justify funding, to one that means we must help the member. Everything you can
tell us about the details of the situation helps us to get the assessments done quickly and correctly. EJP: When submitting an application to the CCT for review, it is imperative to include as much detail as you feel relevant for us to assess your claim. Having the correct information from the outset really speeds up the claims process and allows us to get the right support in place to assist the member’s needs.
17 | POLICE | FEBRUARY 2023
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