The process from a neutral observer perspective

[suchona.kani.z]

The clerk records the basic data and sends the usual questionnaire for professional, financial and medical information. After receiving the general questionnaire, it turns out that further details about the mental illness are required. He therefore sends the questionnaire for mental illnesses. After some time, the completed questionnaire is received, and the description of the symptoms makes it clear that the professional activity can be important for the ability to work. The clerk now notices that the job description "businesswoman" or "businessman" is not clear, so a professional questionnaire must be sent in which the applicant describes the activities carried out. In addition, the applicant must provide evidence of his or her income, as the income documents are still missing and must therefore italy consumer email list be requested. The clerk triggers the questionnaire in the system and requests proof of income in an individually formulated cover letter. A doctor's request is sent after the applicant has returned the professional questionnaire, as there is still no clarity about the benefit case. After two weeks, a reminder is sent to the doctor and after four weeks the doctor returns the questionnaire. Now the person handling the case must first clarify with the applicant whether he or she is still ill. Perhaps a report for security? He or she is unsure, there are no clear guidelines... This situation is annoying and time-consuming.

The sick applicant must provide a lot of information in order to receive their benefits. Often this information must be submitted twice or in different levels of detail. Everything is then requested piecemeal, many weeks pass and the applicant's expenses continue to rise while no income is received.

The benefits clerk uses the predefined processes. He or she finds it difficult to get a picture of the applicant. Is he or she really ill or is it just a pretext? By asking for more details, he or she slowly gets closer to the situation. However, it only progresses in small steps. The clerk acts subjectively and can only initiate what is technically and professionally possible.

A process with a lot of potential! Both sides could benefit from optimization:

A query of all information at the beginning at a level of detail that is sufficient to make a decision.
Known information should already be printed/pre-filled.
Standardized cover letters save time.
Illness- and job-related requirements save the caseworker from having to make their own (subjective) decisions and from having to re-open the benefit application several times.
A telephone contact enables information to be obtained quickly and gives the clerk a personal impression.
A telephone contact avoids unclear information and misunderstood questions and conveys to the applicant that the insurer is taking care of the matter.