For claims and warranty
The claim doesn't advance until the evidence is attached
A claim is only ever as good as what is attached to it. The photographs, the report, the proof of purchase, the assessor's finding. Chasing those after the fact is most of the work, and it is the part that decides whether a claim is paid.
Evidence as a gate
The photographs and the report are required on their stage, so the claim cannot advance without them.
Claims against a parent
As many as arise, each a full record, with a running total on the thing they relate to.
Internal stages stay internal
Reserves and settlement authority hidden per stage, enforced on the server.
Documents read in Australia
Scanning runs on our own service in Sydney. Claim documents do not go overseas.
Ask for the evidence at the moment it exists
Lodgement wants the policy or order number, the date of loss and the description. Assessment wants the photographs and the assessor's finding. Approval wants the authorised amount and who authorised it. Payment wants the reference.
Each of those is a required field on its stage, so the claim does not move until they are there. That turns evidence collection from a chase into a consequence of doing the work, because nobody can get to the next stage without it.
Photograph a receipt, a report or a damage assessment and the text is read off it and kept on the claim. That happens on our own service in Sydney, so claim documents do not leave the country.
Claims raised against the thing they relate to
Warranty and defect claims usually belong to something else: a job, a contract, an asset, a handover. And the number of them varies, which is what a fixed set of stages cannot handle.
Mark your claims stream as a sub-stream of whatever they are raised against, and each claim becomes a full record attached to that parent, with its own stages, evidence requirements and approvals. The parent stays open and workable no matter how many claims sit against it, and keeps a running total of the amounts.
Who can see what
Claims carry information that not everybody should see. Reserves, internal assessments, settlement authority.
Set those stages to be hidden from team members entirely, so the stage name is never shown and the values are never rendered, while the stages they do own stay theirs to work on. The server enforces it per stage, not just the interface, so it holds whichever way somebody arrives at the record.
Every change is in the audit log with who made it, when, and the before and after values. Exportable to CSV when somebody asks.
Keeping claims moving
Give each stage a target number of days. A claim past its target is flagged, listed in the weekly summary, and emails whoever it is assigned to the morning after it goes over. One email per claim per stage, not one a day.
Email or text the claimant from the claim itself, and their reply lands back on that claim rather than in an inbox, with any photographs they attached saved onto it.
See it happen
Tick one box and a record cannot leave a step until the work behind it is actually done: the quote sent, the invoice raised, the customer told. Excel lets you type Done. Trello lets you drag the card. Neither of them knows nobody was ever billed.
A starting point: the Support Tickets template
Track customer support tickets from intake through triage, work, and resolution. 5 stages and 6 fields, with written instructions on every stage. Change any of it, because it is your process.
Questions
- Can a claim be blocked until photographs are attached?
- Yes. Make the photograph field required on the stage it belongs to. The claim will not leave that stage until it has a value, and the person is told which fields are outstanding.
- Can claims be raised against an existing job or contract?
- Yes. Mark the claims stream as a sub-stream of the stream the parent lives in. Claims are then raised against a particular record, the parent stays open and editable, and it shows a running total of what has been raised.
- Can I keep reserve amounts away from some staff?
- Yes. Set that stage to be hidden from members. The stage does not appear in their view at all, its name is never shown and its values are never rendered. The rule is enforced by the server, not just the interface.
- Is there a full history of who changed what?
- Yes. Every field edit, stage move, login and permission change is written to an audit log with the user, the time and the before and after values, and it exports to CSV.
Other trades doing the same thing
Start with the free plan
Two users, 500 records and every feature switched on. No credit card, and your data stays in Australia.
Get started free