Hazell Carr is assisting a number of organisations design and deliver retrospective PPI review projects.  This experience has enabled Hazell Carr to identify the key phases common to all PPI review projects.  Please refer to the diagram below for a high-level overview: 

In Hazell Carr’s experience, the following activity is required at each stage shown above:

• Segmentation:  All affected policyholders need to be identified via a data extraction from relevant systems.  This data should then be put through bulk cleansing, fraud checking and other filtering.  Subsequently data should be segmented as required and a tracing exercise undertaken to identify policyholders and accurate contact information.
• Mailing:  A comprehensive mailing and policyholder contact exercise needs to be agreed.  Main options include a “big bang” mailing or a phased mailing schedule.  Letters and call scripts should be designed and signed off for different scenarios.  Any contact centre requirements need to be identified and implemented.
• Assessment:  Policyholder responses must be processed and assessed as necessary.  Responses should be logged onto a relevant CRM system to provide a clear audit trail on all cases.  Data gathering necessary to assess cases needs to be conducted to support decision making.
• Redress Calculations:  All necessary redress calculations should be made via an appropriate system.  Hazell Carr’s clients use a mixture of in-house calculation tools and proprietary systems to model different PPI redress.
• Resolution Letter:  A communication needs to be released to all affected policyholders, with either claim refutes or redress offers as necessary.  Once this is issued and chased, the response must be validated and processed.
• Payment:  All payments are made and cases closed.  Post-offer queries and complaints need to be handled and resolved.  All policyholder data needs to be reconciled as appropriate.

Hazell Carr is assisting many organisations both through providing resource to client sites, as well as outsourcing aspects of the process back to our own offices.  Hazell Carr also provides project management and quality oversight to ensure projects remain at the highest level of quality and productivity.

We would be delighted to provide more information on the processes involved in PPI review work and how we can work with your company.

For more information contact us: