NASSAU, The Bahamas – In order to better serve the public, the National Insurance Board has extended its operational hours to offset issues with its claims processing, delayed by deficiencies in its implemented V3 system.
The state-of-the art system showed performance issues in tests two months ago and during a press conference Monday, July 4, 2016 at the NIB head office on Blue Hill Road, Jason Moxey, Operations Consultant shed light on the situation and the move to rectify the problem.
“NIB is working feverishly to overcome faults related to the way its new V3 operating system is analyzing and calculating contributions payouts for thousands of Bahamians,” he said.
Those claims – short-term benefits – including sickness, maternity leave, funeral grants and injuries – that are overdue will be paid by the end of this July, Mr. Moxey confirmed.
He noted, however, that NIB is still aiming for the August deadline for the distribution of all long-term benefit payments including those for retirees, survivors, the disabled, and invalids.
In reference to payment of long-term benefits, Mr. Moxey said, “We are working to ensure that we meet the deadline or even earlier. We cannot say specifically what the issues are but we are working to resolve all issues to ensure that they are processed within the shortest period of time.”
Admitting that the situation is challenging, Mr. Moxey also said that the technicians are still unable to pinpoint exactly what is causing the delay.
From April 1 to June 30, a total of 15,000 payments have been issued to the tune of $8.5 million.
To address the immediate concerns of its customers, there will be extended hours at the NIB Call Center until 8:00 p.m. each day. Also, the operating hours of the Clifford Darling Headquarters on Blue Hill Road will be extended to 8:00 p.m. each day and on Saturday from 10:00 a.m. to 1:00 p.m. so that managers and customer service representatives are available to review claims and answer specific questions.
Customers are also encouraged to log complaints and questions at the NIB website: www.nib-bahamas.com
“While we work the extra hours, it will allow our IT department to continue to resolve the issues that prevent claims from being processed on time,” Mr. Moxey said.
Also present during the press conference were Heather Maynard, legal officer; Dr. Raymond Wells, IT; V. Theresa Burrows, Acting Director, NIB; and Tami Culmer-Francis, Assistant Director, Family Islands Operations.