Our Hamilton Claims Centre receives a large volume of claims every year. Between 1 July 2013 and 30 June 2014 we received 431,095 claims that contained 2,691,968 receipts or invoices. However, we have recently noticed members are sending us invoices in formats that have the potential to be altered fraudulently.
In the three months to July 2014, we received 164 electronic file attachments in online claims which had the potential to be altered. This is of concern to us, as it means providers may be inadvertently opening up the opportunity for fraudulent claims to be made on altered versions of their official invoices.
In the rare case we do find an invoice that has been altered, we carry out an investigation and take steps to prevent recurrences. We advise our members they cannot upload Microsoft Word and zip files when they claim online. However, we still receive paper-based invoices that may have originated in these formats. If we identify any suspicious cases, we contact the provider and the member to confirm information on the invoices.
You can help us by providing members with invoices that cannot be easily altered, such as .pdf files or scanned images. This means not sending members invoices in an editable format, electronically, or Microsoft Word (.doc and .docx) files and zip files.
We recommend members have either a printed copy of their invoice, or you email them a scanned version of the original copy that is clear and readable for our claims assessors.
For further information please contact the provider line on 0800 770 843.