Manage Claims Investigations
What Is Claims Investigation?
Claims Investigation is an optional WorldTracer module for airline customers. It helps you to identify potentially fraudulent claims for missing or damaged bags, by matching current Delayed or Damaged Bag Files against previous claims made by the same passenger.
The Delayed and Damaged Bag Files received from WorldTracer are stored in a separate Claims Investigation repository, where matching takes place. Files are stored for three years from the date of creation.
Tip:
When the Claims Investigation module finds a match, investigate whether the passenger's claim is genuine.
The Matching Process
Files in the Claims Investigation repository start matching against passenger data in existing files using the following criteria:
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Country
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Flight and date
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Passenger name
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Permanent address
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Routing
When the Claims Investigation module finds a potential similar or duplicate claim from the same passenger, a message is received in the Claims Matches folder of the Headquarters Inbox. This folder also receives a message if no matches were found.
Pushing Files to the Claims Repository
There are two methods to push Delayed or Damaged Bag Files to the Claims Investigation repository:
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All Delayed and Damaged Bag Files are automatically pushed to the Claims Investigation repository on creation. This is a configurable option for the airline.
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A file is pushed manually to the Claims Investigation repository by an agent.
Each file pushed to the Claims Investigation module is assigned a file reference number. This is the regular file reference with the last digit of the current year appended. Example: File LHRXS12345 is assigned a Claims Investigation file reference of LHRXS123452 in 2022. The push to Claims Investigation is recorded in the file's history.
Claims Transactions - Automatic Process
The WorldTracer agent must make the following transaction:
| Menu | Description |
|---|---|
| Claims Investigation > Delayed Bag Claim > Match Claim |
Start the matching process in the Claims Investigation repository. |
| Claims Investigation > Damaged Bag Claim > Match Claim |
Tip:
You can also use the Match Claim transaction to search for a Claims Investigations file by passenger name. The result is sent to the Claims Matches folder of the Station Inbox.
Claims Transactions - Manual Process
The WorldTracer agent must make the following transaction:
| Menu | Description |
|---|---|
| Passenger > Delayed Bag > Manage > display file > triple-dot > Confirm to Claims | Push the file to the Claims Investigation repository and start the matching process. |
| Passenger > Damaged Bag > Manage > display file > triple-dot > Confirm to Claims |
Manage Claims Transactions
| Menu | Description |
|---|---|
| Claims Investigation > Delayed Bag Claim > Manage | Display, update, or send a Claims Investigation file. |
| Claims Investigation > Damaged Bag Claim > Manage |
Create a Claims Investigation File
You can create a Claims Investigation File directly in the Claims Investigation repository, without creating a Delayed Bag File or a Damaged Bag File.
Menu:
Claims Investigation > Delayed Bag Claim > Create
Claims Investigation > Damaged Bag Claim > Create
More information
Work from the Headquarters or Agent Inbox
WorldTracer Native:
CAC Confirm Delayed Bag File Claim
CDC Confirm Damaged Bag File Claim
MAC Match Delayed Bag File Claim
MDC Match Damaged Bag File Claim