Attention FECA identity-verified claimants:
We are excited to announce our latest ECOMP enhancement, ECOMP Inquiry Escalation, which allows registered and identity-verified claimants and their representatives to submit inquiries on specific issues through their ECOMP Case Review page:
Once initiated, the request will be routed to the most appropriate FECA program staff member depending on the specific issue chosen by the user. If no response is received within the allotted timeframe or the user is not satisfied with the response, the user may then escalate that issue to a manager for review.
Currently, the issues that can be escalated through this process are:
a. Payment of a medical bill
b. Authorization of medical treatment/procedure
c. Authorization of a medication
d. Health benefits or life insurance issues
e. Overpayment issues
f. Payment for wage loss
Upon submission of an unresolved issue, the concern will be routed to the appropriate FECA staff member and will be made part of the case file. A standard response time of two business days is allowed for a response, during which time the user may not submit additional inquiries or escalation requests on the same issue.
If two business days pass from the first request, the user may escalate the inquiry to both the same FECA staff member and that individual’s supervisor. Again, two business days are allowed for a response.
If two business days pass from the second request and the issue remains unresolved, the user may escalate it again. This time, the issue will be raised to the Office Director.
The ECOMP escalation process will help ensure that inquiries are directed to the most appropriate FECA staff member and that both the inquiry and resolution will be fully documented in the claimant’s case file.
User guides are available in ECOMP to assist claimants and their representatives in this process.