Claims View

Deloitte was engaged to design, build and implement a grants management process for more than a thousand ‘high value’ applications.  

The Australian Government funded a grant program to support businesses in a specific industry impacted by COVID-19. The total value of the grant pool was $100+ million.

A team of Deloitte assessors and project leaders were mobilised in less than 7 days and the applicant online portal went live in under 14 days. Our scope included building an online applicant portal, assessment methodology and toolkit, applicant additional information request and quality management framework.

The Deloitte team then worked directly with each of the applicants to obtain the required information, assess each against the scheme’s criteria and report the outcome to the client.

Deloitte also provided a review process to applicants wishing to review their outcome.

After discovering a payment issue impacting the majority of their employees, one of Australia’s top 10 retailers engaged Deloitte to help them manage a large scale wage remediation program. The first phase of the program involved the calculation of complex underpayment assessments that affected approximately 30,000 employees over a 6 year period.  

Claims View was used during the Outcome and Response phase of the program, managing a range of functions including team member engagement and communication, identity validation, collection of payment details, delivery of outcome assessment documentation, query management and dispute resolution.  

The platform was rapidly deployed, providing the client with access to key features such as workflow management, triage, document delivery, bulk email communication, and reporting functions; as well as providing the affected employee’s with quick and easy access to information regarding their claim. 

During the administration of Virgin Australia Group, Claims View was deployed as a self-service creditor management platform, to support claims processing, communication and complex voting. 

Claims View was used to store and manage over 100,000 claims and entitlements from over 13,000 creditors and employees; allowing users set-up complex voting structures and nominating proxies, through to adjudication. The platform also allowed administrators to facilitate live voting, providing the opportunity for creditors to vote on an outcome in real-time, delivering over 15 resolutions by the end of the meeting. 

Ultimately, Claims View was able to save the estate over 17,000 hours of work, and approximately $3 to $4 million AUD in administration costs. Crucially, the platform allowed creditors to receive dividends 8 weeks sooner than anticipated. 

Claims View was deployed to support a large scale wage and entitlements remediation program at one of Australia’s most recognized Financial Institutions.  

As the central, secure program hub Claims View provided a simple and intuitive platform to collect and verify the details of affected employees (both current and former), as well as providing a communication channel to engage with stakeholders, providing key program details and addressing questions and concerns.  

Managed by the operational team, Claims View provided the capability to move cases between frontline support, defined program teams, and external parties, such as legal advisors, making sure that each case was properly reviewed and remediated.  

In-built dashboards and reporting provided the client with a quick and simple way to track progress and provide a comprehensive view at each stage of the program. 

Our client, a plaintiff law firm, commenced proceedings on behalf of a group of customers against the four big Australian banks, where it was alleged that customers either did not know, or thought they had to take out insurance products to secure credit or loan facilities with the relevant bank. 

All four banks agreed to settle proceedings, without admission of liability. The Court ordered that all customers affected by the issue be contacted and a registration and settlement distribution process be undertaken. 

We deployed out Claims View asset to manage the Group Member contact, registration, and settlement phases. The phases were supported by our contact centre as well as our analytics and forensic professionals.

As a result, over 1.5 million Group Members were contacted and $124m in settlement process were paid.

We have been engaged to provide post-judgement distribution scheme administration services in relation to a judgment in Class Action proceedings against an automobile manufacturer. The proceedings relate to allegations that vehicles were fitted with defective components. The Federal Court found in favour of the plaintiffs and ordered for preparations for the distribution process to be commenced affecting over 250,000 vehicle owners. This has required assisting the Court with establishing an efficient, secure method of facilitating the registration of Group Members through the ClaimsView platform, managing Group Member queries and providing periodic reporting.  The judgment is still the subject of appeals and the next phase, being the assessment of Group Member submissions and the calculation of individual damages is yet to be performed.