Can an LA that does not offer tele-claiming accept changes notified over the telephone?
A. An LA that has a published telephone number to take change notifications from customers can accept changes over the phone. They do not also need to offer a tele-claim service. However, LAs that decide to accept more change notifications by phone must ensure that there is an adequate audit trail for any benefit decisions made as a result of a phone notification. For example, this could be by keeping recordings of phone calls.
