It bothers me that, when pressed to provide appropriate documentation, you often don't hear from them again. That indicates the request was not appropriate in the first place. I don't think these count as a backlog because it is not a valid request until you are satisfied that you can disclose lawfully and legitimately.
Not saying whether it's right or wrong, just putting it out there - I'm aware of some organisations who will not accept these as subject access at all. They consider that the claims handlers are using the information to assess and make decisions about the claim which is in their own legitimate interest and will disclose as a third party request BUT always with specific written consent. ~This means they can charge a higher fee, which either helps with costs or puts these firms off.
With regard to customer service, I'm sure if the patient is unhappy they will be in touch, at which point you can verify the request with them direct.
But I agree with the others, don't compromise your standards - there are so many less scrupulous operators in that type of business I think the risk of an unlawful disclosure is higher than upsetting customers waiting for their claim to be processed.
Dawn
________________________________________
From: This list is for those interested in Data Protection issues [[log in to unmask]] On Behalf Of Iain Harrison [[log in to unmask]]
Sent: 01 February 2016 15:09
To: [log in to unmask]
Subject: Re: [data-protection] Sujbect access - claims handling companies [NOT PROTECTIVELY MARKED]
NOT PROTECTIVELY MARKED
We take this approach. Some we hear back from, some not.
Iain Harrison
Senior Information Governance Officer
Tel. Office: 01902 555546
E-mail: [log in to unmask]
City of Wolverhampton Council
-----Original Message-----
From: This list is for those interested in Data Protection issues [mailto:[log in to unmask]] On Behalf Of Andrew Goodfellow-Swaap
Sent: 01 February 2016 14:49
To: [log in to unmask]
Subject: Re: [data-protection] Sujbect access - claims handling companies
I'll second what FOIKid and others are saying. If they don't stump up the ID ,don't process it.
I wouldn't even call it a back log as until they supply the ID, it's just a piece of paper and you don't have to worry about doing anything with it (as long as you've acknowledged it of course :) ).
The claims company get their acknowledgement letter from you stating what you need and whenever they ring up to chase your response is, "We're waiting for you to get your act together and until then, NOTHING is going to happen with your request."
Andrew
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