2004 Annual Report
$firstSched && $thisSched <= $lastSched) {
print 'Previous | ';
}
?>
Table of Contents
= $firstSched && $thisSched < $lastSched){
print ' | Next';
}
?>
Schedule N - Administrator's Year 4 Budget
for the Period Ending March 31, 2004
On March 9, 2000 , the Courts appointed Crawford Adjusters
Canada Incorporated/ Expertises Crawford Canada Incorporée/The
Garden City Group Canada to act as the Administrator of the
1986-1990 Hepatitis C Class Action Settlement. The administration
of this complex class action settlement celebrated its fourth
anniversary on March 9, 2004.
Year One aimed at setting up this complex settlement administration.
Year Two focused in part on refining processes and procedures
coupled with meeting and exceeding the needs and expectations
of Claimants. Year Two also included important development
work in regard to compensation for loss of income/services
or support; compensation for costs of care; out-of-pocket
expenses and uninsured treatment and medication. As a result,
we increased our claims processing resources significantly
in Year Two. In Year Three, the Centre continued to process "residual
claims" and "new claims". The Centre received and processed
an increased number of Requests for Review and supplemental
claims. The renewal forms for loss of income/services or support
were created and issued. The number of requests for disease
level re-assessment also increased. Our claims processing
resources was decreased by 38% before the end of Year Three.
In Year Four, the Centre again focused on "residual claims" and "new
claims", and continued to process a significant number of
supplemental claims for out-of-pocket expenses, uninsured treatment and medication, loss of income/services/support,
costs of care, and HCV drug therapy. Telephone campaigns also
took place to inform Claimants of their eligibility for these
supplemental payments. These campaigns also focused on assisting
Claimants with resolving deficiencies on their claims.
Some important year to date milestones include the following:
- Implemented the following new Court Approved
Protocols:
- Prepared and issued an Annual Financial Statement to all
approved Class Members.
- Processed all Claimant requests for a disease-level reassessment.
- Continued our research with respect to HCV associated
medical conditions and medications for the
purpose of updating the "HCV Medication List".
- Updated the www.hepc8690.ca Web site on a regular basis.
- Updated and revamped the Gen 3 claim form for Out-of-pocket
expenses/uninsured treatment and medication.
- Updated and revamped the renewal forms for Loss of Income/Support/Services.
- Provided on-site personal assistance to Claimants as requested.
- Provided all requested data that was necessary for medical
modeling and fund sufficiency purposes.
- Developed and programmed new reports within the customized
software application known as CLASS to improve
the efficiency of our processes.
- Reported weekly to the Joint Committee.
- Met on a quarterly basis with the Joint Committee.
Since the inception of this project, the Centre has:
- Scanned over 503,000 pages of claims-related documents.
- Handled over 115,000 telephone calls via the 1-800 telephone
assistance line.
Operational Highlights
Key Claims Evaluation Statistics as of March
31, 2004 |
Total Funds Disbursed
to Date |
$361,842,402.82 |
|
Claims Received to
Date |
11,675 |
|
Claims Reviewed to
Date |
11,651 |
99.8% |
Incomplete Submissions
to Date |
1,193 |
10% |
Claims Approved to
Date |
8,824 |
76% |
Claims Denied to
Date |
1,634 |
14% |
| Traceback Search Requests to Date |
3,895 |
|
| Traceback Results Pending to Date |
108 |
|
Not all of the claims received in Year Four could be fully
evaluated by year-end mostly due to incomplete submissions.
Incomplete submissions mean that additional proof, tests results
or documentation are needed before we can diligently make
a final decision. In all cases where the submission was incomplete,
we advised the Claimants in writing of what exactly was missing.
Should the file remain inactive for more than sixty days as
of the date said letter was sent, we attempt to follow-up
with the Claimant by telephone.
The Centre saw peak staffing in Year Two due to the increased
volume of work. Our work volume included Year One "residual
claims" and "new claims". At the end of Year Two, the Claims
Centre operated with a total of forty full-time and part-time
staff. At the end of Year Three, the Centre had a total of
twenty-eight full-time and part-time employees. As of March
31, 2004, the Centre had a total of twenty-one full-time
employees, which represents a 48% decrease in staffing levels
since Year Two.
Customer service is important to the Claims Centre. In Year
Four, the average wait time for callers was twenty-one (21)
seconds. All "new claims" were scanned and first reviewed
within 72 hours of receipt. Our service results are meeting
or exceeding acceptable standards.
Year Five Outlook
Year Five will once again be a busy year for the Centre.
The year should involve a combination of processing "residual
claims" and "new claims". Processing work relating to Requests
for Review (appeals) and supplemental payments is also expected
to increase. We also expect an increase in requests for disease
level re-assessments. Finally, an extensive effort will be
required to prepare and submit the data to the Courts as per
section 7.03 of the Settlement Agreement ("Periodic Re-assessment
by Courts").
Top
|
