Our inspectors offer three distinct services seen above:

Claim Form Visit
On receipt of instructions our inspector will contact and visit the claimant on the insurer’s behalf to assist with the completion of the claim form. The Inspector can inspect documentary evidence of age and financial information on behalf of the insurer or collect the information for the insurer. The claim form is then sent to the insurer and the inspector provides a report on the visit, including any additional information not requested in the claim form and will identify any significant perceptions or misconceptions. The inspector will ensure that the claimant understands the terms and conditions of the insurance. Some insurers ask the inspector to leave details of the terms and conditions or notes on claiming benefit with the claimant so that the claimant has written information to refer to.

A Claim Form Visit adds value by

• making direct contact with the claimant at the earliest possible opportunity;
• providing help in completing the claim form and the production of documentary evidence, particularly financial evidence; 
• ensuring that the Claims Manager has all the available facts and evidence; 
• providing the claimant with an opportunity to ask questions about the insurance; 
• providing the claimant with details of the claims procedure; 
• making the claimant aware that the claim will be actively managed and that help will be provided with rehabilitation; 
• providing the opportunity to identify cases where the provision of funds for investigations or treatment might expedite recovery. 

The majority of claimants appreciate help at a difficult time and the visit is usually seen as part of the insurer’s service to its policyholders.

Pre Admission Visit
Some insurers prefer to wait until the claim form has been received before deciding whether to visit a claimant. The inspector can then follow up any information given in the claim form that is incomplete, inconsistent or confusing. The inspector will ensure that the claimant understands the terms and conditions of the insurance and will identify any significant perceptions or misconceptions. Some insurers ask the inspector to leave details of the terms and conditions or notes on claiming benefit with the claimant so that the claimant has written information to refer to.

A Pre Admission Visit adds value by

• making direct contact with the claimant at an early stage in the claim; 
• checking any incomplete, inconsistent or confusing information given in the claim form; 
• ensuring that the Claims Manager has all the available facts and evidence; 
• providing the claimant with an opportunity to ask questions about the insurance; 
• providing the claimant with details of the claims procedure; 
• making the claimant aware that the claim will be actively managed and that help will be provided with rehabilitation. 

Here again, the majority of claimants appreciate help with what is perceived by some as a daunting task and the visit is usually seen as part of the insurer’s service to its policyholder.

Full Visit
These visits are designed for established claims. The inspector will review the claimant’s illness or injury and establish why the claimant believes that he or she is not able to return to work. The inspector will ensure that the claimant is aware of the help that the insurer and the State will provide to help the claimant to resume some work. The inspector is also able to deal with any questions the claimant might have about the terms and conditions of the insurance and will identify any significant perceptions or misconceptions. If the inspector does not have the answer to a question or the question covers a matter of policy the inspector will ensure that the insurer is asked to respond to the question(s).

Service Standards
In all cases we will provide you with a written report within ten working days of receiving instructions for cases within the British Mainland and Northern Ireland, provided we are able to make contact with the claimant and agree a mutually convenient appointment within a reasonable period. If there is a problem in making an appointment that will cause delay we will ensure that you are kept fully informed.

We are able to offer a visiting service in areas outside the British Mainland for which there is a special tariff. While we are not able to guarantee turnaround times we are able to ensure that visits are completed within a reasonable time. The Bureau has a subsidiary company in the Republic of Ireland that can service your needs there.

Reports
Reports can be tailored to meet your requirements. Our inspectors are happy to express an opinion about a claim, based on the information gained at the visit, if required but it must be borne in mind that the claimant has the right to demand a sight of the report.