Document ID: chunk:federal_register_of_legislation:F2018L01496:body:0:p28
Version: federal_register_of_legislation:F2018L01496
Segment Type: other
Provision Reference: 
Character Range: 74497–77522

'Dispute Processing Durations' should be reported by allocating the number of disputes (by Policy Benefit count) into the following 'disputes duration categories':
(a)          0 to 45 days
(b)          >45 days to 90 days
(c)          >90 days to 6 months
(d)          >6 months to 12 months
(e)          >12 months to 24 months
(f)           >24 months to 36 months
(g)          >36 months
98.         The detail set out in paragraphs 88 to 97 should also be provided for the Claim Sum Insured associated with the dispute.
99.         The detail set out in paragraphs 88 to 95 should also be provided in respect of the actual payments made following the resolution of a dispute. Where the resolution of a dispute includes the payment of a benefit of any kind, be it the full contractual benefit or a partial payment of any kind, the amount of the payment (or equivalent value if the resolution resulted in a non-cash benefit) should be recorded under 'Dispute Payment Amounts (Resolved)' on the dispute sheets in the reporting form. Entries should only be reported in respect of outcome categories where a payment is possible, namely categories with reporting form labels E.2.1, E.2.2, E.2.3 and E.3.
    In respect of DII claims, the main collection should only reflect benefits paid in the form of a monthly income (where these occur). Any payments related to the dispute that are not in the form of a monthly income benefit should be reported in the relevant table in the SUPPLEMENT_Disputes sheet of the reporting form.
    To calculate the dispute payment amount, the Dispute Outcome 'Original claims outcome reversed or amended' includes any compensatory interest payments made under section 57 of the Insurance Contracts Act 1984 for unreasonably delayed claims.
100.     The detail set out in paragraphs 88 to 99 should be provided for each combination of the following data dimensions:
(a)          Insurance Type;
(b)          Advice Type;
(c)          Cover/Product Types; and
(d)          Dispute Type.
101.     Ancillary Benefit that results in an enhancement to the underlying product or cover, as listed in paragraphs 16 to 18, should be included.
102.     Additional CCI disputes data detail should be recorded in the SUPPLEMENT_CCI sheet of the reporting form. The detail provided should be consistent with what has been reported in the main collection, but providing a further split of data between credit card and loans, as well as between lump sum and monthly benefits.
103.     Paragraphs 88 to 102 correspond with the following sheets in the reporting form:
Disputes Data
Sheet Name             Insurance Type            On Sale Status  Advice Type
DISPUTES_IndOS_Adv     Individual outside Super  All             Advised
DISPUTES_IndOS_NonAdv  Individual outside Super  All             Non-Advised
DISPUTES_IndIS_Adv     Individual inside Super   All             Advised
DISPUTES_IndIS_NonAdv  Individual inside Super   All             Non-Advised
DISPUTES_GrpOS         Group outside Super       N/A