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Transferring a Claimant to Another File Owner

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When to transfer a claimant

When a file owner is assigned a claimant in HCAI, they will receive any OCF associated with that claimant in their My Inbox worklist. To ensure that OCFs are adjudicated as soon as possible, it is important that claimants be assigned to a file owner that is regularly reviewing his or her worklist.

There will be times when a claimant should be reassigned to another file owner, for example:

  • A file owner leaves the organization

  • A file owner is no longer responsible for adjudication on HCAI

  • A file owner gets transferred to another division and is no longer responsible for their claimants

There are three methods for transferring a claimant: individually, as a batch, or within an OCF. Continue reading from the side menu to learn more.

Transferring claimants individually

In some circumstances, it might be faster for you to locate the claimant and update the file owner assigned to them.

To transfer a claimant to another file owner, you must have the Form Manager or Claim-Claimant Administrator level of access.

  1. Click on the Claims > Claimants tab. The Claimant search screen will appear.

  2. In the ‘Search for Claimants’ section, enter relevant search criteria. Click ‘Search’.

  3. The screen will refresh and search results will appear.

  4. Click on the Claimant Name, the Claimant Details screen will appear.

  5. In the ‘Claimant Details’ section, select the file owner you wish to transfer the claimant to (View Screenshot).

  6. Press ‘Save’.

  7. The screen will automatically refresh and a confirmation message will appear.

Transferring claimants as a batch

Transferring claimants as a batch is the fastest and easiest way to manage claimants when several claimants need to be transferred at once.

To transfer the claimants to other file owners, you must have the Form Manager or Claim/Claimant Administrator role in HCAI.

  1. Click on the Claims > Claimants sub-tab

  2. Enter search values for “Insurer” and “Branch/Claim Group”. Enter any other search criteria as needed.  (View Screenshot).

  3. Press ‘Search’; the search results screen will appear.

  4. Check the box next to the claimants you would like to transfer.

  5. At the bottom of the search results list, you will see the “Reassign to File Owner” drop-down list. Select the name of the File Owner to whom the claimants should be reassigned. (View screenshot)

  6. Click the ‘Reassign’ button.

  7. The search results will refresh. Once the claimant transfer has been updated successfully, the new File Owner name will display on the search results screen.

Transfer a claimant or assign ownernship within an OCF

It is also possible to assign file ownership or transfer a claimant to a new file owner directly within one of the claimant’s documents. To do this, you must have the Form Manager role or Form Adjuster and Claim/Claimant Administrator or Claim/Claimant Editor role assigned.

To assign/reassign claimant file ownership within a document:

  1. Open the document from the Documents tab. You will not be able to assign a claimant file owner if you access the document from the Search tab or Associated Documents section.

  2. Click on Tab 1.

  3. In Part 2: Auto Insurer Information, locate the File Owner Details section.

  4. Click the “Reassign File Owner” button. (View screenshot)

  5. The document will close and you will be taken to the Claimant Details page.

  6. Locate the File Owner drop-down and select the new claimant file owner.

    • Note: Only users who are eligible to be claimant file owners will appear in the File Owner drop-down list. Eligible file owners are not deactivated, are allowed to have ownership of claimant files, and have access to the claim group that this claim-claimant record belongs to.

  7. Click “Save”.

To take claimant file ownership:

If an OCF’s claimant has no file owner (is “unassigned”) or its file owner is no longer eligible (it “needs reassignment”), a file owner user can easily take ownership of the claimant from within the OCF. A claimant will need reassignment if its file owner is deactivated, does not have permission to have ownership of claimant files, or does not have access to the claim group that this claim-claimant record belongs to.

  1. Open the document.

  2. On the Summary tab, locate the File Owner field. (View screenshot)

  3. Click the “Take Claimant Ownership” button to become the claimant file owner of the document. The change will be immediate and will automatically save.

    • Note: The “Take Claimant Ownership” button will also appear in the insurer’s signature section of each OCF, where the adjudication decision is recorded. You can take ownership of the claimant from this section instead.

  4. Now that you are the claimant file owner, the “Remove Claimant Ownership” button will appear. If needed, you can click this to stop being the claimant’s file owner. The file owner field will then be blank.