Claim Processing

Purpose: To process claims for serial issues not received, damaged, etc.

Check for Claims to Send

Before generating new claims, it is important to check any claims that are already waiting to be sent.  These could be claims that were added by another member of the serials staff earlier in the week.  If the claimed issue has been received in the interim, we do not want to send the claim. 

Millennium Serials Module:

• Go to the "Send Claims" function
• Click on "Claim Print"
• If there are no claims waiting to be sent or printed, skip ahead to the "Weekly" section below.  Otherwise:
• Click on the first title in the list
• Click the "Edit" icon near the top right
• Check-in card opens
• Review the box for the claimed issue and note whether or not it still needs to be claimed.
• Click the "Close" icon
• To remove a claim, make sure the correct issue is selected on the list
• Click the "Delete" icon near the top right
• If the claim should be sent, move on to the next record
• Repeat for each claim in the "Claims to Print" and the "Claims to send via email" lists

Weekly/Phase I (Generally first time claims):

Note: You can ignore "Late 1" and "Late 2" when running this process as will be caught in monthly process below.

Millennium Serials Module:

• Go to the "Claiming" function
• Find review file "ORO Claims 763"
• Start running the program
• Encounter first hit
• If status in box is "LATE"
  • Above checkin box display, first check for notes (eg. Claim within 90 days; Include subtitle when claiming {see c4030217}; claim only once; do not claim; )
  • Hit claim button
  • Dialog box appears
  • Depending on note instruction, may need to type in subtitle to retrieve info to accompany claim
  • Click OK
  • If you claim the last box in a card, add a box for the next expected issue.
  • Hit save <ctrl-S>
  • Next <alt-X>

Semi-Monthly/Phase II

(Note: Monthly cycle allows 4-6 week pacing for second claims.  If claims are sent too quickly in a second round, they will be ignored by the publisher.  Fine line between claim within deadlines and nuisance requests.) 

Millennium Serials Module:

• Go to the "Claiming" function
• Find review file "ORO Claims 763"
• Start running the program
• Encounter first hit
• If status in box is "LATE1" or "LATE2"
  • Check for any notes that pertain to the issue
  • Check EBSCONet for any info about delays, notes from publisher, etc.
  • Adjust checkin box status/expected date as needed
• If LATE 1:
• Hit claim button
• Dialog box appears
• Depending on note instruction, may need to type in subtitle to retrieve info to accompany claim
• Click OK
• Hit save <ctrl-S>
• Next <alt-X>
• If LATE 2:
  • Check to see if we have the title online. 
  • If we do not have online access, time to backbuy.
    • Send Tina an email with the title, volume, number, and date of the issue to backbuy
    • Add a Staff Note to the checkin box: "BACKBUY TO TINA 11/11/11"    
  • If we do have online access
    • Double click the box
    • Change Status to N Blank.
    • Change Note field to "NOT REC'D" ("UNAVAILABLE" applies if extra issue is not part of our subscription entitlement.  (See Architect: .b39256923)
    • Click OK
    • Hit save <ctrl-S>
    • Next <alt-X>

*Note: If you cannot review the entire file in one session, record the number with which you ended the session so you don't start over at the beginning.

Sending Claims: Electronic (send same day)

90-95% of all claims.  Available for: Ebsco, Harrassowitz and Blackwell 763s

Millennium Serials Module:

• Go to the "Send Claims" function
• Click on the "claims to PRINT" dropdown menu
• Select "claims to send via EMAIL"
• Click "Send"
• Make sure "Send all" is selected
• Click "Send"
• Make a note of any "Missing Vendor Subscription Number" notes
• Record the number of claims sent to each vendor

If there were "Missing Vendor Subscription Number" notes:

• Open the checkin record
• If the vendor is "ebs"
• Go to the order record
• Check for a "v" field (should look like: 071-243-455 RB7791000/01)
• Copy this field (You will rearrange these numbers to create the Vendor Subscription Number)
• Go to the check-in record
• Add a new line after all the notes
• The new field tag is "e"
• Press <TAB> to skip the Marc tag
• Enter the Vendor Subscription Number (should look like this: RB7791000 01 071-243-455)
• Once all records have Vendor Subscription Numbers, re-send them

Note: Electronic claims will be documented at vendor (eg. Ebsco) same day

Claim replies:

• Look for information about publication delays, expected delivery dates, or the discontinuation of a title.  
• Adjust the boxes in the check-in card to reflect the information provided. 
• Summarize the response in a note in the check-in record. 
• Date and initial any notes you add.  

Helpful Tips

Late vs Claim Sequence is as follows:

  LATE  --> CLAIM1 --> LATE 1 (interpret as CLAIM1 plus LATE again) --> CLAIM 2 -- LATE 2 (interpret as CLAIM2 plus LATE again)

Ebsconet: What to Look For

• Go to Reports tab
• Select "Claims Processed" report
• Set Beginning Date to one year back then request report
• Sort results by title (Click the "Title Name" column)
• Focus "Publisher Reply" column.  ("Comments" column displays URSUS generated claim data with specific notes when needed by claimer)
• Select title using <ctrl> key hold
• Publisher Terms and Conditions - scroll way down; look for "claim within" parameters; add to checkin
• Click vol/issue information (note: may be near bottom or near top right)
  • See Dispatched by Publisher column (usually very accurate; may be off by a week)
  • Description column gives final say on issue numbering to match claims or check for combined issues

 Return to the Technical Services Page.

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Created by: Library Staff | Revised: 02/15/2013