If you believe an indemnity claim has been raised in error, you can challenge it. All reason codes can be challenged.
đNote: All challenges must be raised within nine working days of initially receiving the indemnity claim.
Raise a challenge
To challenge an indemnity claim, please reach out to our support team and request to speak to an agent.
When raising your challenge, attach any of the following if you have them:
A copy of the signed Direct Debit Instruction (DDI)
Any advance notice sent to the customer
Any agreement sent to the customer
What happens after a challenge is raised?
Once an indemnity claim is received, the claimed funds will be deducted from the next available disbursement.
The evidence provided will be reviewed and the challenge submitted to the payer's bank. Once the bank has reviewed the challenge, the outcome will be communicated.
If the challenge is successful, the indemnity claim will be overturned and any funds deducted as a result of the claim will be returned through a future disbursement.
If the challenge is unsuccessful, the indemnity claim will remain in place and the funds will not be returned.
đNote: In Access PaySuite, the status of a collection may not be updated following the outcome of an indemnity claim challenge. This is expected behaviour and does not affect the outcome of the challenge.