Navigate the claims page
From the home page, navigate to the "Claims" tab, in the top right-hand corner of the page.
Once on the claims page, you will be able to see all your current claims, with details of the relevant reference number, claim date, invoice number, and the status of the claim. You can view just pending claims by clicking the "pending" tab, or just closed claims by clicking the "closed" tab.
You can view the status of the claim by looking in the column on the right-hand side. Claims which are "submitted", are awaiting review by our customer services team, and claims which are "closed", have already received a conclusion.
Claims eligible for portal submission
You can submit a claim on the portal for the following reasons:
Missing product
Ordered in error
Duplicate order
Expiry date issue
Damaged product
If your claim belongs to one of the following categories, your claim cannot be submitted online and you must report your claim directly to customer services:
Missing tote
Picking error
Overstock
Submit a claim
To submit a new claim, click the "Add a claim" button, to the right of the page. If you look after multiple locations, ensure that you are logged into the correct location by checking the location selected on the claim page.
A box will launch where you can enter the invoice number and your name. Click the green continue button to continue.
This will launch a list of products in the invoice. Select the product you wish to claim for, choose the correct reason from the drop-down list, and add the relevant quantity to claim for. Once you have completed these fields you can click the "Claim summary" button in the bottom right-hand corner.
The next page is a summary of what you are claiming for. If you need to amend any details, you can click the "amend return" button, otherwise if you are happy the details of your claim are correct, you can click the "Submit claim" button in the bottom right-hand corner to finish submitting the claim.
The following page will confirm whether you have submitted your claim successfully.
We hope you found this guide useful. If you have any further questions, please feel free to reach out to your dedicated Hospital Solutions Account Manager, or contact the customer service Hospital Support team via Intercom.