Overview (My Work)

My Work is work management functionality that manages the allocation of work and the steps in a business process.

Each item of work is created as a service request.

Service requests can be allocated or reallocated to users. 

Each user can only view items in a work list that their role allows. 

Management can track the time and effort it requires to process a service request in relation to a predefined Service Level Agreement (SLA).  This is done by means of an SLA in which a date by which the service request must be completed is defined.

The completion of service requests in terms of the SLA can be tracked and reported on.

A service request can either be created manually or via an e-mail (mailbox).

When an e-mail with an attachment is received for certain processes, service requests will automatically be created.

Mailbox

When an e-mail with an attachment is received for the appropriate process, the system will read a mailbox and automatically create a service request on My Work.  The e-mail attachments to the mailboxes will be loaded against these service requests. 

Users will then access these service requests for the processing of claims and payroll.

The service request will automatically be created for the finance, queries, disability claim assessment, exit or contributions process depending on the e-mail address used:

If an email has been stored in the Mailbox but cannot be further processed by the system because the system has a read problem with that specific email, a designated user must decide whether to request the Client to resend the email or to delete the email.

A facility exists to allow a designated user to mark an email for deletion.  These emails will then be deleted when the polar program accesses the Mailbox.

For more information, refer to

Infrastructure

System Management

Workflow Email Management

When an email is received via the various process email boxes, an automatic email response can be generated to inform the sender that the email has been received.

When the My Work Email box is read and a Service Request has been created, an Email is sent to the “from” email address from the My Work email box.

For more information, refer to

Supplements

Tags

Communication

Ad-hoc income

When the polar program accesses the Ad-hoc Income email box, the system will automatically create a Service Request as follows:

-  The Scheme Code will be allocated to the service request.

-  The process and activity names for the service request will be the following:

Exits

For exits, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The scheme number will be allocated to the service request.

-  The process name for the service request will be EXITS.

-  The activity name for the service request will be INITIATE.

-  The activity status for the service request will be OPEN.

-  The e-mail subject and sender will be stored.

Note:

If the process name is EXITS, no reference number or pay centre will be specified.  The supervisor or administrator must select the service request on the JU7AB Work Management List screen and then select Service Request from the sub-menu on the left.  When the drop-down list is displayed, select Modify in order to add the reference number.

For more information, refer to Modify Service Request below.

The system will use the scheme code and reference number to find the pay centre to which the member belongs.  The pay centre will automatically be added to the service request.

Documents attached to the e-mail will be uploaded to the service request that has been created.

Once the service request has been created, the item will be removed from the mailbox so that the service request does not get created again.

Lapsed Letter Batch Job (Policy in force less than 18 months)

In the Lapsed Letter Batch Job, the system will read the JUA5 where the Account is Contribution and the Accounting Activity is SFCONTRIB BT.

If the Due Date of the earliest SFCONTRIB BT (date of commencement of the policy) is less than or equal to 18 months prior to the Date of Last Payment a My Work Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be WITHDRAWAL.

-     The activity name for the service request will be INITIATE EXIT.

Pending claims

The processing of service requests for pending claims is part of the Pre-Claim process.

The Pre-Claim Process includes the following:

·              Receiving notification of a pending exit

·              Sending the appropriate claim form to the member

·              Following up the completion and return of the claim form

·              Sending the details to a Tracing Agent if no response is received

The Pre-Claim Process is used in cases where the retirement fund is advised of members that are exiting the fund and the Fund Administrators then send the appropriate claim form to the member and manage the process of getting the completed claim form from the member.

Once the fund is notified of an exit, the member’s investments are transferred to a money market portfolio on the date of exit and when the claim form is received, the claim payment process is started.

After six months, if no claim form has been received the member’s details are sent to a Tracing Agent to try and locate the member.

The process and activity names for the service request will be the following:

Note:

The Activities listed are not Processing Steps that flow into one another like other Workflow processes.  Each Activity listed is an individual Service Request.  

First Notification (Daily)

When the daily JU3TU_PNDCLAIM Pending Claims batch job runs to find the notifications of exits processed by HR, a service request is created to inform the users that new pre-claim benefit requests have been created.

The service request will be created in the JU7AB Work Management List screen in My Workas follows:

-  The Scheme Code for the Membership record will be allocated.

-  The process name for the service request will be PENDING CLAIM.

-  The activity name for the service request will be SEND CLAIM FORM.

-  The activity status for the service request will be OPEN.

-  The start date for the service request will be the current date

Investment Switch to Money Market Portfolio (Daily)

The JU3TU_PNDCLAIM Pending Claims batch job will check if the contribution for the month of the member’s date of exit has been processed and if the bonus allocation has been done for the period to the Member’s date of exit and if it has, an investment switch will be created to transfer the Member’s investments to a predefined money market investment portfolio.  A service request is created in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code for the Benefit Request record will be allocated.

-  The process name for the service request will be PENDING CLAIM.

-  The activity name for the service request will be SWITCH INVESTMENTS.

-  The activity status for the service request will be OPEN.

-  The start date for the service request will be the Sell Due Date

Second Letter (Last Working Day of the Month)

When the batch job runs and a claim form has not been received, a follow-up letter will be generated and a service request created to inform the users that the follow-up letters have been created.  A service request is created in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code for the Benefit Request records will be allocated.

-  The process name for the service request will be PENDING CLAIM.

-  The activity name for the service request will be 2ND CLAIM FORM

-  The activity status for the service request will be OPEN.

-  The start date for the service request will be the current date

Send for Tracing (Last Working Day of the Month)

On the last day of the month when the JU3TW_PNDCLMLW Pending Claims – Last Working Day batch job runs, if no claim form has been received and the date of exit is more than six months from the date when the SR was created, a service request is created in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code for the Benefit Request records will be allocated.

-  The process name for the service request will be PENDING CLAIM.

-  The activity name for the service request will be SEND CLAIM DETS TO TRACING

-  The activity status for the service request will be OPEN.

-  The start date for the service request will be the current date

Change to Unclaimed (Manually created)

If no claim form has been received for a Pending Claim and the date of exit is more than twenty-four months from the date when the SR was created, then if there is no response to follow-ups, the member’s Exit Type must be changed to “Unclaimed Ben”.

The service request must be created in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code for the Benefit Request record.

-  The Reference Number will be the Membership Reference

-  The process name for the service request will be PENDING CLAIM.

-  The activity name for the service request will be CHANGE TO UNCLAIMED

Follow-up Claim Form (Manually created)

A Service Request has been created manually with a Process of PENDING CLAIMS and with a Membership Reference Number in order to follow up an outstanding claim form.

The service request must be created in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code for the Benefit Request record.

-  The Reference Number will be the Membership Reference

-  The process name for the service request must be PENDING CLAIM.

-  The activity name for the service request must be FOLLOW-UP CLAIM FORM.

For more detailed information refer to

Processes

Benefits

Pending Claims

Processing

Batch Job

Capture annuity

When the Payable from Fund indicator for the Pension Payment field on the on the JU4AO Payment screen for a Retirement Claim has been selected and the claim has been authorised by the user, the system creates a Service Request in the JU7AB Work Management List screen in My Work with a Process Name of CAPTURE ANNUITY and an Activity name of CAPTURE ANNUITY.

Capture monthly payment run

A batch job is scheduled to run every day to find the beneficiary regular payments for processing.  When the run is completed and PAYMENT DAY Membership Groups were found with a Payment Day matching the required criteria, the system creates a Service Request in the JU7AB Work Management List screen in My Work as follows:

-  The process and activity names for the service request will be the following:

Beneficiary investment

If the scheme for which a lump sum death claim is being processed is linked to a Trust Fund with a Type of Fund of BENEFICIARY FUND, the system creates a service request in the JU7AB Work Management List screen in My Work as follows:

-  The Scheme Code and Membership Number of the Beneficiary Fund Membership will be allocated to the service request.

-  The process and activity names for the service request will be the following:

Beneficiary individual investment

Unallocated monies

Ad hoc payments

Repeat payment request

Beneficiary new money

For the process of loading new deceased and multiple beneficiaries and the allocation of the beneficiary amounts, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The scheme number will be allocated to the service request.

-  The process name for the service request will be BENEFICIARY NEW MONEY.

-  The process and activity names for the service request will be the following:

Contributions

For contributions, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The scheme number will be allocated to the service request.

-  The process name for the service request will be CONTRIBUTIONS.

-  The activity name for the service request will be INITIATE.

-  The activity status for the service request will be OPEN.

-  The e-mail subject and sender will be stored.

The service request will be created without a pay centre.  The relevant pay centre must be added manually on the system.

Documents attached to the e-mail will be displayed on the system but must be selected and uploaded manually for the service request that has been created.

Once the service request has been created, the item will be removed from the mailbox so that the service request does not get created again.

Queries

For the contents of a phone call received by a Call Centre, a new service request must be manually created in My Work with a Note containing the contents of the phone call.

Finance

For finance (invoices), the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-  -The scheme number will be allocated to the service request.

-  -The process name for the service request will be FINANCE.

-  -The activity name for the service request will be INITIATE.

-  -The activity status for the service request will be OPEN.

-  -The e-mail subject and sender will be stored.

EFT rejections

For EFT rejections, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The BJU2AW EFT Rejection Job will create a Service Request.

-     The Process Name for the service request will be of EFT REJECTION.

-     The activity name for the service request will be INITIATE

-     Note:

-     The system generated email sent to the user when an EFT is rejected will still be sent.

-     The member reference number will be allocated to the Service Request.

-     The service request will automatically be allocate to the USERID of the person who created the claim in the first place.

-     The Classification field on the service request will be updated with the reason why the payment has rejected.

Bank statement reconciliation

The BJU2AV batch runs each evening for the automatic reconciliation of the bank statement.  A service request per day will be created for transactions unreconciled for that day.  A separate SR is created per bank account.

-     -The process name for the service request will be BANK RECONCILIATION.

-     -The activity name for the service request will be INITIATE.

Debit orders

The JU3CM INDDO and BJU3BM UMBR batch jobs are Scheduled to run every day to find the individual debit orders for collection. The system will read the Membership Payment Details records for the Memberships linked to a Pay Centre for which there is a Collection Instruction record with a Collection Method of INDIVIDUAL DO.

When the batch job has completed and Membership Payment Details records were found, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     -The process name for the service request will be DEBIT ORDERS.

-     -The activity name for the service request will be AUTHORISE D/O

-     -If there is an error in the batch run, a service request will be created with an activity name of REJECT D/O RUN.

-     -The activity status for the service request will be OPEN.

Debit order increases

The JU3CM INDDO and JU3CB INCREASE batch jobs are Scheduled to run every day to find Membership Payment Detail records with a Type of Increase of ANN ESCALATION (annual escalation).  If records are found where the member’s anniversary month is equal to the month following the current month, a Batch Control record with a Type of Run equal to INCREASES will be created.

When the batch job has completed and Membership Payment Details records were found, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     -The process name for the service request will be DEBIT ORDERS.

-     -The activity name for the service request will be AUTH D/O INCR

-     -If there is an error in the batch run, a service request will be created with an activity name of REJECT D/O INCR.

-     -The activity status for the service request will be OPEN.

No bank mandate

Under the Accounting functionality, when the Debit Order Rejections option is selected under the Transaction Capture menu, the JU2DO Rejections Control List screen is displayed.  This screen displays the transactions for the membership that was processed in the run selected.  Only the SFEFTPAY Accounting Activity is displayed for each Membership.

When an Ad Hoc Membership Payment Detail record is created and the Rejection Reason on the JU2DR Debit Order Member Transaction List screen is PAID UP NO PREMS, then if the number of premiums is less than the value for the PAUDUP NO PREMS parameter, the system will read the Rejection Reason on the Debit Order Rejection control record for them member for the payment with a Due Date of the previous month to the Debit Order run month. 

If the Rejection Reason is NO MANDATE LOADED, the system will create a My Work Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be NO BANK MANDATE.

-     The activity name for the service request will be NOTIFY POLICYHOLDER.

Second no bank mandate

Under the Accounting functionality, when the Debit Order Rejections option is selected under the Transaction Capture menu, the JU2DO Rejections Control List screen is displayed.  This screen displays the transactions for the membership that was processed in the run selected.  Only the SFEFTPAY Accounting Activity is displayed for each Membership.

When an Ad Hoc Membership Payment Detail record is created and the Rejection Reason on the JU2DR Debit Order Member Transaction List is PAID UP NO PREMS, then if the number of premiums is greater than or equal to the value for the PAUDUP NO PREMS parameter, the system will read the Rejection Reason on the Debit Order Rejection control record for the Member for the payment with a Due Date of the previous month to the Debit Order run month. 

If the Rejection Reason is NO MANDATE LOADED, the system will create a My Work Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be SECOND NO BANK MANDATE.

-     The activity name for the service request will be NOTIFY POLICYHOLDER.

Paid up policy

In the Lapsed Letter Batch Job, the system will read the JUA5 where the Account is Contribution and the Accounting Activity is SFCONTRIB BT.

If the Due Date of the earliest SFCONTRIB BT (date of commencement of the policy) is greater than 18 months then the system will set the Membership Status to PAID UP and create a My Work Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be PAID UP POLICY.

-     The activity name for the service request will be NOTIFY POLICYHOLDER.

Monthly tax payments

The JU7AA WORKFLOW POLL Batch Job will create a service request per scheme every month on the 25th in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be MONTHLY TAX PAYMENTS.

-     The activity name for the service request will be INITIATE PAYMENT.

Investment

The JU7AA WORKFLOW POLL Batch Job will create a service request for Investments to which Asset Managers can send Investment Statements.  The service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be INVESTMENT.

-     The activity name for the service request will be INITIATE INVESTMENT.

Switching

Member Switch

Service Requests for Member Investment switches are either created manually by the user or the service request is created automatically by the system.

When the existing polling program accesses the SWITCHING email box, a Service Request will automatically be created for each email with the Scheme Code linked to the email box.  The system will attach all of the attachments on the email to the Service Request.

The service request will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be MEMBER SWITCH.

-     The activity name for the service request will be CAPTURE SWITCH.

Switching Sell

When the BJU3AC Switching Investments batch job runs and the part of the switch being processed is the sell leg, a Service Request will be created for each Scheme and Investment Portfolio and will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be SWITCHING SELL.

-     The activity name for the service request will be VIEW LOG.

Switching Buy

When the BJU3AC Switching Investments batch job runs and the part of the switch being processed is the buy leg, a Service Request will be created for each Scheme and Investment Portfolio and will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be SWITCHING BUY.

-     The activity name for the service request will be VIEW LOG.

Switching Error

If there are errors in the batch job for a Scheme, the system will create the Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be SWITCHING ERROR.

-     The activity name for the service request will be FAILED - VIEW LOG.

Bulk Allocation

The Service Request is manually created for the bulk processing of Service Requests.

The service request will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be BULK ALLOCATION

-     The activity name for the service request will be CAPTURE ALLOCATION

Note:

This can also be processed in the Bulk Allocations and Switches Process.

Refer to Bulk Allocations and Switches below.

Bulk Switch

The Service Request is manually created for the bulk processing of Service Requests.

The service request will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be BULK SWITCH

-     The activity name for the service request will be CAPTURE SWITCH

Note:

This can also be processed in the Bulk Allocations and Switches Process.

Refer to Bulk Allocations and Switches below.

Bulk Allocation and Switch

The Service Request is manually created for the bulk processing of Service Requests in respect of the capture, cancellation or authorisation of Switches and Allocations.

The service request will be displayed in the JU7AB Work Management List screen in My Work as one of the following:

Note:

In most cases where a bulk switch is processed, the Portfolio being switched out of needs to first be removed from the Members’ allocations for future contributions.  However as this is not always the case, separate processes are provided to capture a bulk switch only, capture a bulk allocation only and to capture a bulk allocation and bulk switch.

Refer to Bulk Allocation above.

Refer to Bulk Switch above.

Life Cycle Switch

When the BJU3BN Life Cycle Switches batch job runs and Life Cycles switches are processed, the system creates a Service Request per Scheme in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be LIFE CYCLE SWITCH.

-     The activity name for the service request will be VIEW LOG.

If the Life Cycle Switches batch job has failed i.e. there were switches to be processed but the batch job could not complete, the system creates a Service Request in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be LIFE CYCLE SWITCH ERROR. 

-     The activity name for the service request will be FAILED - VIEW LOG.

Life Cycle Allocation

The Service Request is manually created for the capture and bulk processing of service requests for Life Cycle Allocations.

The service request will be displayed in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be LIFE CYCLE ALLOCATION.

-     The activity name for the service request will be CAPTURE LIFE CYCLE ALLOCATION.

Liquidity review

When the JU3UC_LIQUID Liquidity Review Batch Job runs each month, the system calculates the market value of each of the Member’s investments in the Liquidity Portfolio.  If the market value is less than the value for the Top Up Cash Amount Scheme Parameter, the system will create switching transactions required to increase the market value of the Liquidity Portfolio to the value of the Top Up Cash Amount.

Switching Detail records are created to switch the money to the Liquidity Portfolio.  These switches require authorization.

A Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The process name for the service request will be LIQUIDITY REVIEW.

-  The activity name for the service request will be AUTHORISE SWITCHES.

Underwriting

When the BJU3AZ Underwriting batch job runs and the Members’ insured cover or salary is checked to the Evidence of Health (EOH) Limit and a Membership Risk Cover record is created, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The scheme number will be allocated to the service request.

-  The Membership Number will be allocated to the service request.

-  The Start Date equal to the Effective Date on the Membership Risk Cover record

-  The process name for the service request will be UNDERWRITING.

-  The activity name for the service request will be INITIATE.

Pre-benefit screening

When the Pre-Benefit Screening batch job runs, and the system finds the schemes where there is a Scheme Parameter Type equal to PREBENSCREENING and creates a Membership Risk Cover record, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The scheme number will be allocated to the service request.

-  The Membership Number will be allocated to the service request.

-  The Start Date equal to the Effective Date on the Membership Risk Cover record

-  The Process name for the service request will be UNDERWRITING.

-  The Activity name for the service request will be INITIATE.

Disability claim assessment

Automated creation

When the polar program accesses the DISASSESSMENT email box, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows for each email:

-  The scheme number will be allocated to the service request.

-  The Membership Number will be allocated to the service request.

-  The Start Date equal to the Effective Date on the Membership Risk Cover record

-  The Process name for the service request will be DISABILITY CLAIM ASSESSMENT.

-  The Activity name for the service request will be CLAIM ASSESSMENT.

-  The activity status for the service request will be OPEN.

-  The e-mail subject and sender will be stored.

-  All of the attachments on the email will be attached to the Service Request.

Manual creation

When a Service Request is created manually i.e. the My Work > Service Request > Create option is selected on the JU7AB Work Management List screen and the Process selected is DISABILITY CLAIM ASSESSMENT, the Activity will be defaulted to CLAIM ASSESSMENT.

Note:

When the Service Request is created via the Email box or created manually, the system will check whether there is an existing Service Request with the same Scheme Code, Reference Number and Process.  If there is, an informational message will be displayed to indicate that it already exists and it will be merged with the existing Service Request.  If there is more than one Service Request, the Service Request will be merged to the Service Request with the earliest Timestamp.

Failed communication

The system will automatically send a SMS or EMAIL once a step has been completed in the contributions and exits / withdrawal processes.

When the Communications batch job runs, the system will read the SMS / Email table and extract the data for the records for which the value for Sent Indicator is null.

If a communication has not been sent successfully, the batch job will try and resend the communication 3 times.  After the 3^rd attempt and if the communication has still not been successful, the message will be stored in a MESSAGE FAILED Folder on the application and a Service Request will be created in the JU7AB Work Management List screen in My Work with a process name of FAILED COMMUNICATION and with an activity of INITIATE.

Annuity advance payments

This facility allows for the processing of service requests for advance payment for annuitants, and replaces the need for manual accounting activity journals to be passed. 

For Annuity Advance Payments, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of ANNUITY ADVANCE.

-     The activity name for the service request will be CAPTURE ADV PMT

-     The activity status for the service request will be OPEN.

Repeat payment request

This facility is for the processing of service requests for repeat ad hoc payment requests and transport allowance requests.

Note:

Repeat payments refer to payments requested to be paid on a regular basis for a defined period to cover specific expenses that must be offset against the Beneficiary’s capital budget allocation.

For Repeat Payment Requests, the service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of REPEAT PAYMENT REQUEST.

-     The activity name for the service request will be PROCESS REQUEST

-     The activity status for the service request will be OPEN.

Endowment declined policy decision

When a Policyholder’s details have been captured on the Policyholder Details screen and the SAVE button has been selected, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-  The Endowment Policy Number will be allocated to the Service Request.

-  The Policyholder’s Reference Number will be allocated to the Service Request.

-  The Process Name for the Service Request will be POLICYHOLDRFAIL.

-  The Activity Name for the Service Request will be INITIATE.

-  -The Activity Status for the Service Request will be OPEN.

Endowment policyholder services

A Policy Services email box has been created to which requests for any Policyholder changes can be emailed.

When an existing Policyholder’s details must be amended, the Policyholder Servicing Department is responsible for the amendment requests to Personal Information and Beneficiary Nomination changes.

The current My Work Polar Program will access the Policy Services email box and will insert a My Work Service Request when an email is received. 

When an e-mail with an attachment is received for the appropriate process, the system will read the mailbox and automatically create a Service Request on My Work in the JU7AB Work Management List screen with a Process Name of POLICY SERVICES.  The e-mail attachments to the mailboxes will be loaded against these service requests.

It is possible that the document attached to the Policy Service could be for a claim or could be for a bank statement for the processing of a bank reconciliation.  Therefore, the Process Name of the Service Request may be updated to one of the following:

-  EXITS

-  WITHDRAWAL

-  DEATH

-  RETIRAL

-  DISABILITY CLAIM

-  BANK RECONCILIATION

Note:

The Scheme Parameter EMAIL is currently part of the system configuration.  The user will not have access to this as it contains usernames and passwords.

Lapsed policies

Where the Product selected is equal to ENDOWMENT and the Debit Order Batch Job runs and finds a Scheme or Global Parameter for PAIDUP NO PREMS, the service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of LAPSED POLICIES.

-     The activity name for the service request will be NOTIFY POLICYHOLDER

Number of unpaid premiums less than parameter

When an Ad Hoc Membership Payment Detail record is created and the Rejection Reason on the JU2DR Debit Order Member Transaction List is not NO MANDATE LOADED, a Service Request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of LAPSED POLICIES.

-     The activity name for the service request will be NOTIFY POLICYHOLDER

(A single Service Request for all of these Memberships will be created and not one for each Membership as when this Service Request is processed it will flow to a Bulk Letters screen).

Lapsed letters

When the BJU7AB Endowment Batch Job that runs every night to create the lapse letters runs, the system will find all of the Membership records with a Membership Status equal to ENDED and a Policy Decision equal to LAPSED or NOT TAKEN UP and for which there is no Policy Lapse Control record or for which the Status is not C (Completed). 

The system will read the value for Percentage on the GRACE PERIOD Scheme Parameter and the start date of the Membership Status of ENDED to check if the policy is within the grace period or not and processes the policy accordingly.

Note:

A Policy Lapse Control record is created so that the same policy is not processed multiple times as the batch job runs every day.  It is created with a Status of Completed when it has been processed.

-  If there is no Policy Lapse Control record with a Status of C and the start date of the Membership Status of PAID UP plus the value for the GRACE PERIOD Scheme Parameter is greater than the current date, i.e. two or more premiums have been unpaid for less than the grace period within which the policy can be re-instated, a My Work Service Request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of LAPSED POLICIES.

-     The activity name for the service request will be NOTIFY POLICYHOLDER

Cancel policy

This facility allows for the processing of service requests for the cancellation of an Endowment Policy.

When the CANCEL POLICY button is selected on the Policyholder Details screen for a member of an Endowment Product, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of CANCEL POLICY.

-     The activity name for the service request will be CANCEL POLICY.

-     If the balance on the Member’s CONTRIBUTION account is not zero the activity name for the service request will be updated to INITIATE CLAIM.

Premium notifications

This facility flows to the Clients > Products > Bulk Letters screen and displays the Bulk PDF results created with a PDF Process Type of PREM INCREASE.  These are increase notification letters to Policyholders for increases to the sum assured and premium increases for Endowment Products.

Reinstate policy

This facility allows for the processing of service requests for the reinstatement of an Endowment Policy.

When the REINSTATE POLICY button is selected on the Policyholder Details screen for a member of an Endowment Product, a Service Request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of REINSTATE POLICY.

-     The activity name for the service request will be REINSTATE POLICY.

-     When the PRINT LETTER button on the Policyholder Details screen is selected a PDF Document will be created and the Activity Name will be updated to SEND LETTER.

Policy changes

When information is updated or created for Personal Details, Cover Details, Premium Details, Bank Account Details, Beneficiary Details or Policy Holder Contact Details for a Policyholder of an Endowment Product, a POLICY CHANGES Service Request is manually created. 

These changes will not take effect until they has been authorised via the POLICY CHANGES Process in My Work i.e.  The data will not be committed by the system until authorization has occurred. 

Changes to any of the following details updated on the Policyholder Details screen will result in a POLICY CHANGES Service Request:

-     Cover Details

-     Premium Details

-     Bank Account

-     Beneficiaries

-     Contact Details

Note:

These changes may also be as a result of an e-mail.

Alternatively, the changes can be rejected so that the Service Request can be re-allocated to a user to correct an update if it was incorrectly done. 

A service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of POLICY CHANGES.

-     The activity name for the service request will be one of the following:

-     UPDATE POLICYHOLDER DETAILS

-     UPDATE CONTACT DETAILS

-     UPDATE BANK DETAILS

-     UPDATE BENEFICIARIES

For more information refer to

Products

Endowment

Policyholder Amendments

Partial maturity

A batch job will run every night and find all membership records with a membership status equal to ENDED and a Policy Decision equal to LAPSED and read for value for Description on the PARTIAL MATURITY Scheme Parameter and read for a Benefit Product of Partial Maturity. 

When the first partial payment is due e.g. maturity date less 4, the system will deduct the value of the PARTIAL MATURITY Scheme Parameter and if the result is equal to current date, the service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of PARTIAL MATURITY.

-     The activity name for the service request will be NOTIFY POLICYHOLDER

Final maturity

A batch job will run every night and find all membership records with a membership status equal to ENDED and a Policy Decision equal to LAPSED and read for value for Description on the FINAL MATURITY Scheme Parameter and find all membership records where their maturity dates less the value on the Scheme Parameter is equal to current date.  The service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of FINAL MATURITY.

-     The activity name for the service request will be NOTIFY POLICYHOLDER

Maturity notifications

For the Endowment product, Policyholders can select to have the maturity benefit paid in tranches on each Maturity Pay out Date.

A batch job will run every night and generate the notifications for Endowment policies for which a maturity payment is due and will create the workflow items to initiate the claim. 

The system generates the letter advising the Policyholder of each partial maturity benefit.  A service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of MATURITY NOTIFICATIONS.

-     The activity name for the service request will be PRINT LETTERS.

Payment rejections

When a Service Request with a Process Name of PAYMENT REJECTIONS is manually created on the JU7AB Create/Update New Service Request screen, and the OK button is selected, the service request will be created on the JU7AB Work Management List screen in My Work as follows:

-     The Process Name for the service request will be of PAYMENT REJECTIONS.

-     The activity name for the service request will be UPDATE REJECTION.

Pending life cycle changes

When the JU3RS_SWTLET Life Cycle Switch Notification Letters Batch Job runs every month Service Request will be created in the JU7AB Work Management List screen for Life Cycle changes that will take place within a defined number of months in the future.

New Life Cycle

For those members that will be moved into the Life Cycle investment model within a defined number of months in the future for the first time a Service Request with a Process Name of NEW LIFE CYCLE and an Activity of REPORT NEW will be created so that they can be given the option to opt out of the Life Cycle.

Life Cycle Movements

For those members that will be moved into the next Life Cycle investment category within a defined number of months in the future a Service Request with a Process Name of LIFE CYCLE OPT and an Activity of REPORT CURRENT will be created so that they can be given the option to opt out of the Life Cycle.

Switching off core processes

The Benefit Payment process and the Contribution process can be switched off on Core for schemes where these processes are being done through My Work only.

For more information, refer to the Switch off Core for Benefit Payment and Contribution processes section under

Product Launch Requirements

Additional Menu Options

Scheme Parameters

Where these processes have been switched off on Core, access can still be given to authorized users to access certain menu items outside of My Work.  A user with the Transaction Action Codes for the Benefit Payment process and Contribution process linked to their User ID will be enabled to access the following menu items:

-  Claims Menu Item (Employer or Scheme level)

-  Process Benefit Payment Menu Item

-  Automated Claims Menu Item

-  View Data Capture Summary Screen

-  Income Menu Item

Web registration

When a person is registering on the member web for a scheme requiring an ID number or Passport number and selects the Call me back option, the system will display a dialogue box for the person to capture their contact details.  The Administrator will use these details in order to contact the person.

When the person has captured their contact details and the Submit button is selected, the system will create a Service Request.  The service request will be created in the JU7AB Work Management List screen in My Work as follows:

-     The process name for the service request will be WEB REGISTRATION.

-     The activity name for the service request will be CONTACT USER.

Parameters

The following internal parameters must be created by the Vendor on request by the Client.

Add the following type to SCHEME PARAMETER:

-  EMAIL

-  PREBENSCREENING

Add the following sub types:

-  ADHOC INCOME

-  EXITS

-  CONTRIBUTIONS

-  DISASSESSMENT

-  FINANCE

-  QUERIES

-  INVESTMENT

Add the following description fields:

-  EmailBox

-  Username

-  Password

Set up the following e-mail boxes:

For ADHOC INCOME

-  e-mail address as advised by the Client (e.g. [email protected]).

For EXITS

-  e-mail address as advised by the Client (e.g. [email protected]).

For CONTRIBUTIONS

-  e-mail address as advised by the Client (e.g. [email protected]).

For FINANCE

-  e-mail address as advised by the Client (e.g. [email protected]).

For QUERIES

-  e-mail address as advised by the Client (e.g. [email protected]).

The above scheme parameter will be part of the system configuration.  Users will not have access as it contains usernames and passwords.

For DEBIT ORDERS

-  e-mail address as advised by the Client (e.g. [email protected]).

For INVESTMENTS

-  e-mail address as advised by the Client (e.g. [email protected]).

For DISABILITY CLAIM ASSESSMENT

-  e-mail address as advised by the Client (e.g. [email protected]).