Working papers we leave with the claims manager

Each application we review gets a short working paper: source of the figure, what we recalculated, what we could not see, and the exception if there is one. The batch summary is built from those papers, not written first and fitted afterwards.

We keep the language plain. “Excess not deducted, RM1,500” is more useful than “control deficiency in deductible application.” The claims handler who has to reopen the file should be able to read the line without a glossary.

Copies of our papers stay with the client. Our own archive follows the retention clause in the engagement letter. We do not keep claimant medical records longer than that clause allows.

A closing meeting in Johor Bahru or online walks through the highest-value exceptions. We would rather argue a figure in the room, with the file open, than surprise a claims manager in a PDF they read on a Sunday.

Discuss a batch of files