Claim Submissions

Claims Definition and Framework

Claims Overview: TELUS defines a claim as documented proof of performance or invoice validation submitted by customers to support deduction processing or direct payment requests. Claims serve as the foundational documentation for all payment validation and processing activities.

Documentation Submission Process

Submission Requirements and Protocols

Documentation Processing:

• Submission Channel: All invoice backup documentation must be submitted to Blacksmith for systematic processing
• Email Submission: Documentation may be transmitted via email to designated client-specific email addresses
• Account Verification: Contact your designated Account Manager for confirmation of appropriate submission email addresses

Required Information:

• Contract Identification: Include relevant contract numbers when available to facilitate efficient verification and processing
• Direct Payment Requests: Include “CHECK REQUEST” designation in email subject line for direct payment submissions
• Supporting Documentation: Provide comprehensive invoice backup and performance validation materials

Processing Prioritization Framework

Queue Management:

• Standard Processing: Claims processed systematically in order of receipt
• Priority Processing: Direct payment requests (check requests) receive expedited processing priority
• Customer Expectations: Priority handling acknowledges customer expectations for direct payment fulfillment

Process Optimization and Efficiency

Pre-Submission Validation

Contract Verification:

• TPM Contract Confirmation: Verify contract existence in TPM system prior to claim submission
• Processing Efficiency: Contract pre-validation significantly reduces processing time and enhances operational efficiency
• Pending Claims Reduction: Proactive contract verification minimizes claims pending due to missing contract documentation

Operational Benefits

Enhanced Processing Efficiency:

• Streamlined Workflow: Systematic submission processes reduce processing delays and administrative overhead
• Reduced Exceptions: Pre-validation eliminates common processing delays and exception handling requirements
• Improved Customer Experience: Expedited processing and clear communication protocols enhance customer satisfaction

Quality Assurance:

• Documentation Integrity: Systematic submission requirements ensure complete and accurate documentation
• Processing Accuracy: Contract verification protocols minimize processing errors and rework requirements
• Audit Compliance: Comprehensive documentation supports audit requirements and regulatory compliance

Required Fields for Billback Submission