Benefits: A Life Event Change
Tiered service model, two gates inside HR, two control gates outside it
HR OPERATIONS
PROCESS FLOW
No
Yes
No
No
Yes
Yes
Yes
EMPLOYEE
Life event
occurs
Raise case, upload
evidence
Declined. Annual
enrolment only
Returned for
evidence, SLA
paused
Confirmation and
statement updated
HR PORTAL
Case logged, SLA
starts, evidence
retained
Inside
window?
Eligibility and cost
recalculated
SERVICE CENTRE TIER
1
Evidence
valid?
Standard
event?
REWARD AND
BENEFITS TIER 2
Reward reviews
and rules on the
case
PAYROLL
Breaches
minimum
wage?
Deduction applied,
arrears if back
dated
Referred to
reward, cash
alternative
PROVIDER AND
BROKER
Above free
cover
limit?
Membership
updated on next
file
Underwriting
before cover
confirmed
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Chris Patten-Walker
Project Manager