novomind iAGENT claim is a powerful tool for processing complaints, grievances and possible compensation.
Analogously to the tracking of processing times on tickets, the system also tracks processing times for claims. Tracking starts when opening a claim and ends with closing the claim or upon the agent’s log-out. Opening a locked (read-only) claim will not be tracked.
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Reasons
You can use the reasons for claims to sort claims according to the reasons that originally caused the customer to contact you and thus create a claim.
List view
The list of grounds for claims displays all created grounds for claims in a hierarchical view. The hierarchical structure allows you to group together grounds of similar origin. The button indicates that the following term contains sub-groups. Click on it to open the group.
The 
icon indicates a reason for a claim.
To create a claim or a new group of claims, navigate in the hierarchy to the respective group under which the new claim/group is to be created (the list entry Claim Reasons represents the highest level. All entries that are newly created are to be found on lower levels). Select this entry in the list. The buttons that were greyed out up to that point are then active.
Click on the New button to create a new claim. The system takes you to the detailed view, in which you can edit the properties of a reason. The detail view contains the tabs General and Categories (the Categories tab is initially inactive when a reason is created, you can only assign categories after saving the reason).
Click the Move Button to move a reason or group to another location. In the dialog box that appears, choose the list entry under which the selected entry is to be sorted. Confirm with OK. The list is then updated.
Click the Delete button if you want to remove the selected entry from the list.
General tab
Only the display name of the reason is located here. After you have made your input/change, accept the entry through the Save button.
It is possible that several reasons of the same name exist. This can make sense due to the hierarchical structure – example: There is a reason “train” and below it a reason “delay”, in addition there is a reason “flight” and also below it a reason “delay”. Caution is therefore required when editing/creating reasons with the same display name.
For reasons already created, the Delete button is active. Click on it and confirm the security query to delete the complete reason.
Categories tab
Depending on the selected filter option, the displayed list shows all categories or the categories that are assigned or not assigned.
If the respective ground is subordinate to a group, the group inherits the categories assigned to it to the reason. In this case, the assigned categories are selected with a pale check mark in the checkbox and the category assignment of this reason cannot be changed (neither deleting a category nor adding a category is possible).
If no categories are assigned to the super-ordinate groups or if the reason is not assigned to a sub-ordinate group, you can edit the category assignment of the reason. By selecting/deselecting categories and then Save assign/remove categories from the assignment to the reason.
The search field makes it easier for you to find a specific category, especially if your system has a very large number of categories.
Activities
Activities document which action was performed on the claim at any given point in time. If an agent has become active for the claim, they manually add the appropriate activity. This then appears including information on the time and the executing agent in the course of the claim.
List view
The List view documents all activities created in the system for novomind iAGENT claim. You can find activities created and deleted in the past by clicking on the arrow next to the New button. The button then expands and offers other options. Click on Restore. The list of deleted activities opens. Select the desired activities by clicking on the corresponding checkbox. Click on the button Restore. The activities are restored and appear in the list.
To create a new activity, click on the New button (the arrow is only visible if deleted activities exist). The system displays a detailed view of the claim activities in which you can enter the properties of the new activity or change the properties of existing activities.
The detail view contains the tab General.
General tab
In addition to the display name of the activity, the field Description allows you to provide more detailed information about the respective activity. In the field Course note, define which entry is displayed during the claim if this activity has taken place.
If you are editing an existing activity, the Delete button can be used. Click the button and confirm the security query to remove the activity from the list. The activity can be restored from the list of deleted activities with the button New –>Restore.
Roles
The role of a contact tells you which function the contact performs in connection with the claim.
List view
This list tells you which roles are created in the system, to which tenants the respective role is assigned, whether the role belongs to an external contact and which categories are assigned to the role.
You can find roles created and deleted in the past by clicking on the arrow next to the button New. The button then expands. Click on Restore. The list of deleted roles opens: Select the desired roles by clicking on the corresponding checkbox. Click on the button Restore. The roles are restored and appear in the list.
To create a new role, click on the New button (the arrow is only visible here if deleted roles exist). The detailed view of the claim contact roles appears, in which you can enter the properties of the new role or change the properties of existing roles.
The detail view contains the tab General.
General tab
Apart from the name of the role there is a checkbox in the tab General to define whether this role is filled in by an external contact. Accept changes to names or checkbox through the Save button.
If the role exists in the system, the tab Categories is active.
Categories tab
The category view lists all categories which can be found in the system. Here you can assign further categories to the selected role or cancel the assignment of categories.
The system can have a very large number of categories, so that the desired category may not always be found at first glance. The filters and the search field help you to find a specific category faster.
- Filter
- All: All existing categories are displayed in the category list.
- Assigned entries: The category list contains the categories assigned to the role.
- Unassigned entries: All categories that are not assigned to the role appear in the category list.
- Tenants
You can use the tenant filter to display the categories that are assigned to all tenants, one or more tenants at the same time. If you select Tenants: Unassigned, the list contains the categories that are not assigned to a tenant. - Free text
The search field makes it particularly easy for you to find a specific category. Searching starts with the first letter entered and presents a list of all categories that match the input. Each additional letter refines the search result.
Select the categories you want to assign by clicking the corresponding checkboxes and then click the Save button to assign the categories to the selected role. To remove assignments, select the checkboxes of the categories concerned and click again on the Save button.
Generic Fields
Generic fields are individual fields that appear in the general claim overview. You yourself decide which information is provided by the respective field.
List view
The list contains all the generic fields created in your system. As usual, you can influence the sorting of the list by clicking on the column tab of the required property. If you click on the same tab again, the sorting is inverted.
The columns displayed include:
- Name: Shows the name of the generic field
- Object: Select Claim or Claim Compensation
- Datatype: Specifies which data type the content of the field is.
- Display: Provides information on how the field is displayed
- Mandatory field: Mandatory fields must be filled in
- Visible: Explains where the field can be seen
- Changeable: Indicates whether the case worker can edit the data in the field
- Sorting: The numbering decides about the positioning of the field