Receipt of files
Claim evaluation and decision by the Independent Assessor
When a claim file is received, through the secure website or by mail, we send you confirmation that we have received the file and assign a file number to be used as reference in all future communications.
If the file is missing information, the Office communicates with the claimant or sends a request for additional information.
Once all the required documents are received, the file is ready to be assigned.
Files are dealt with in the order in which they are received. The volume of claims received makes some delay inevitable. When a file is assigned for review, a notice will be sent to the claimant.
The Independent Assessor is responsible for determining the level of the claim based on the evaluation grid agreed upon by the parties to the settlement.
The Independent Assessor deals with each claim based on the level of gravity of the claim:
- Level 1 and Level 2 claims are assessed based on documentary proof provided by the claimants;
- The Independent Assessor interviews the claimant where he is of the view that the claim falls within Level 3 to Level 6 claims.
Based on all the information received, the Independent Assessor sends a letter to the claimant advising of the final decision.
Below is a simplified flow chart of the claims process: