Claim Details

Claim, Customer and other info

Edit Claim Page

In the image above you can see an example of a Claim once it is created. In this section we will explain available options.

Basic Details

On the left side you will be able to see relevant information about the Move, which Carrier handled the move, time, move date and more.

In this section you can also check the Customer contact details.

You can open the linked Move in a new tab by clicking on the reference number.

Claim priority

Claim priority can be changed by clicking on the label of the current priority and selecting a new one from the dropdown.

Claim priority is used to indicate the importance of the filed complaint.

Claim type

Claim type is shown at the top left corner (in our example as "Broken item"). You can click on this label and choose a different claim type.

All claim types are from the settings within your cluster. You can check it on Claim Types.

Assigned Agent

Changing assigned agent is possible by clicking on their name and choosing a different Agent from the list. Listed names will belong to people that have a role that can be assigned on a Claim via permission.

Claim Title and Description

Title and description of a claim can be updated at any time. When you mouse over this section a pencil button will appear in the top right corner. Click it and you'll be able to edit this information.

Once done, click on "Save" and that's it!

Acknowledgment Email

We discussed how these are created in Acknowledgment Emails section, if you need help on that, please visit the linked page. Here we will explain how sending of these emails work from a Claim page.

You will be able to send an acknowledgment email from a list of your templates. The customer will receive this information and the status of this action will be shown on Claim page, as below:

Acknowledgement email status

Settlement Amount

In this section, you'll be able to add details about responsible parties.

You will start from blank fields for Office and Carrier Amounts. These should be filled in with the amount of money these parties should cover to compensate the Customer.

Entering an amount will give an option to request authentication from the responsible party:

Example for carrier/subco

When either of these amounts is Approved, system will create a discount (Office covered or Carrier covered) on Job page.

After requesting the authentication, option to Approve or Decline will appear:

Example to Approve or Decline request

And the two images below show states for approved and declined option:

Approved example for Office amount

Denied example for Carrier/Subco amount

Sending a settlement email to the Customer with approved amount will be possible in three cases:

• Both amounts (office or carrier) are approved

• One of the amounts (office or carrier) is approved, and the other is declined

• One of the amounts (office or carrier) is approved, and the other is not entered

Settlement emails and their creation are explain here. Visit that page to get started with how these emails are created.

From Edit Claim page you can click "Email customer with offer" and send the information about the approved amount.

Settlement amount section

Blue email icon is used for marking that this email was sent manually by the Claims Agent (in case your company is using external tool for mailing).

The customer will accept or decline this amount they receive and you will see an indicator if they've accepted the price.

Attachments

Here you can upload all the files and images that are related to the complaint.

Comments

This section is used to leave comments and additional details as notes to other users in the system.

Logs

Section is available by permission given to certain User roles. Log will show changes on the claim, who made the updates and when.

Refund

You can issue a refund directly from the Claim page. The system will show transactions made with Credit card and allow you to choose which transaction/credit card you want to use for a refund.

Closing a Claim

To close a Claim a Resolution must be set and a short comment added. After this, the Claim will change status to "Closed".

Example of Compensated claim that was also refunded for $50