Studies show that it costs more to attract a new customer than to retain an existing one. In fact, some estimates suggest it can cost up to 40 times more to acquire a new customer. Keeping customers happy can pay big dividends, especially in the Banking industry. In such a challenging environment, having a robust Claims and Dispute Management system for banks becomes a necessity and banks can differentiate themselves by processing Customer claims quickly and accurately.
To resolve customer claims and dispute Management, banks require online automatic retrieval transaction specific of EJ along with data from Core, Switch and Network.
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Thinkprise Solution to Resolve Customer Disputes, Cash Balance Discrepancies, Compliance to Regulations and Improve Service Quality
What we hear!
Increasing ATM Customer Complaints – The volume of transactions has reached new peaks resulting in increase in exceptions, since the charges for inter-bank ATM transactions were made free. Also, customers are facing challenges in registering the complaints related to ATM Claims
Increasing Chargeback’s – Rise in inter-bank ATM transaction volume, result in increased in the volume of Chargebacks.
Reduced Settlement period to few days compared to few weeks earlier by regulatory authorities.
Penalty for Claim Delays is increase high value by regulatory authorities to be credited to the customer account
CAS Modules
Claims Registration
This module provides a web-based option to all connected branches to accept and register customer claims arising out of ATM transactions in a consistent manner with capability to print an acknowledgement to the customer instantaneously. Also available is an option to search and retrieve the status of claims registered using EJARSfrom any branch
Interfaces
ATM Claims Processing requires the following interface(s) to various systems / stake holders using online Web Services Interface or offline data file.
Claims Processing
Allows users to process the claims assigned based on the business rules. The user is presented with a screen displaying information required for processing a claim such as Claim Summary, Transaction details from Core/Switch/Network and Transaction details from EJ.
Reports
Extensive list of reports such as, Daily Claims Processing Status by Network, Claims Summary by Branch, Claims Summary by Bank, On-Us Claims, Off-Us Claims etc.
Administration
Allows administrative users to configure the working of EJARS as required by the bank. Some of the features in the administration module include managing user creation, roles, ATM details and branch details.
FEATURES
INTERFACES TO FETCH CLAIMS PROCESSING DATA
ATM Claims Processing requires the following interface(s) to various systems / stake holders using online Web Services Interface or offline data files.
- Customer Info such as Card No, Customer Name, Card Status from Bank
- Exception Data from Recon Server – All exceptions such as Available in Switch not in Network, Available in Network not in Switch etc
- Transaction Data from Core, Switch and Network
- Chargeback to other networks
- Chargeback from other networks
- Re-presentment to other networks
- Re-presentment from other networks
- Credit / Debit files to Core
- Email interface to send EJARS generated mails
Claims Processing Workflow
Start of Day Processing
At a scheduled time the Claims Processing Workflow starts and initializes a number of parameters and performs a set of actions such as archival of claim data older than the mandatory retention period
Exception Data Retrieval
This option retrieves the Switch/Network/Core exception data for the required dates based on the availability. Under normal circumstances the exception data will be available for T-2 (Today – 2). EJARSrequires the exception data from Recon Provider through a Web Services interface.
Data Collection from Switch/Core/Network
If the claimed transaction is not in exceptions list for the day, CAS will fetch the relevant transaction from the Recon Provider through a Web Services interface.
Chargebacks and Re-presentments Tracking
CAS has a built-in feature to extract Chargebacks from other networks such as NFS, Visa, Master etc based on a predefined formatted file interface. Upon extraction, every charge back is converted into a claim for further processing by workflow. Re presentments from Partner Networks in response to Chargebacks raised by THE BANK, are extracted and loaded into the system for further processing.
Claims Assignment
CAS workflow module assigns claims to various users within their Processing Centre, based on the associated business rule. EJARS Claims Assignment process is repeated at a predefined interval between the SOD and EOD operations.
End-of-Day Processing
At a predefined cut-off time EJARS performs this operation. Any claim registered after this will be considered only on the next business day for processing.
Generation of Output Files to Core / Partner Networks
This module generates a set of output files.
Reports
This module provides options to generate reports by setting various report specific parameters such as Start Date, End Date, Network, Claims Type etc.
Claims Processing
The Claims Processing module allows users to process the claims assigned based on the business rules. The user is presented with a screen displaying information required for processing a claim such as Claim Summary, Transaction details from Core/Switch/Network and Transaction details from EJ.
Accept Claims
Reject Claims
Request EJ from Service Provider
Raise Charge back
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