Payment Delays

STANDARD TIMELINE: Up to 45 calendar days after claim approval

If customer reports delay:

  1. Check system for: Payment processing start date, IBAN certificate on file, Signed forms received, Any holds or issues
  2. Calculate days:
    • If under 30 calendar days: ‘Still within normal processing time’
    • If 30-45 calendar days: ‘In normal range, should arrive soon’
    • If over 45 calendar days: ‘This exceeds normal processing. Escalating to Accounts Department now’
  3. Common delay causes: Missing IBAN certificate, IBAN certificate not official, Name mismatch, Unsigned settlement forms