Step 5
Note: Where it is clear there is no overlap or the customer is included in another claim, the verification failure can be resolved without making any enquiries.
Check whether you can continue to process the work item. Follow the guidance in TCM0138020
then, if you can continue to process the work item
compare the existing customer’s address and the failed customer’s address you noted on form TC648.
If the addresses are different, you can’t be sure it’s the same child or young person, go to Step 6.
If the addresses are the same, then it’s the same child or young person, go to Step 7.
then
Step 6
Note: Where it is clear there is no overlap or the customer is included in another claim, the verification failure can be resolved without making any enquiries.
Check whether you can continue to process the work item. Follow the guidance in TCM0138020 (link is external) , then, if you can continue to process the work item
Compare the existing customer’s address and the failed customer’s address.
If the addresses are different, you can not be sure it is the same child or young person, go to Step 7.
If the addresses are the same, then it is the same child or young person, go to Step 8.
If it’s a single claim by one customer, go to Step 6.
If it’s a joint claim by two customers, go to Step 8.
Step 6
Use Function MANAGE VERIFICATION FAILURES to check which residency rules the customer has failed verification on. To do this
select the record you want to investigate
select [Investigate]. You will be taken to the Investigate Verification Failure screen
check which residency rules the customer has failed verification on
Note: Check Household Notes to check if the claim has already been referred to the Persons From Abroad (PFA) Team or International Team. If the claim has been referred to the