NS&I · Awarded contract

Awarded

Death Claims Management Review for NS&I by Guidehouse Europe Ltd

Awarded 04 Oct 2022

View live tenders

Awarded04 Oct 2022

Value£21,313.00

SupplierGuidehouse Europe Ltd

AgencyNS&I

RegionUnited Kingdom

CategoryConsultancy & Legal

Ended 3y 7mo ago6mo term

Awarded 4 Oct 2022Expired 3 Apr 2023

About

NS&I awarded a contract to Guidehouse Europe Ltd for a review of Atos' death claims management process.

The review assessed the design and effectiveness of controls over death claims processing, including UK-based controls over the Chennai operation, Court Funds Office death claims, robotic chat automation development, application and removal of blocker markers on customer profiles, and automated blanket tracing of customers' connected product holdings.

The review excluded blanket tracing of lost/dormant customers, payment processes, and testing of death claim handling or call sampling.

Key risks considered included fraudulent claims not being identified, delays leading to complaints, errors causing complaints and financial loss, and incorrect application of blockers, markers, and account information to deceased customer profiles.

The contract was awarded through further competition via Lot 1 of Crown Commercial Service Framework RM6188, 'Audit and Assurance Services', with a value of £21,313.

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