SmartMoving’s Claims Settings let you customize how your company tracks, manages, and resolves customer claims. Configuring these settings ensures your team stays compliant with regulations, improves response times, and captures accurate data for reporting and analysis.
This article provides a high-level overview of what you can configure in the Claims Settings area and how each section contributes to efficient claims management.
💡 Dive deeper in the Academy
Learn how to manage and resolve customer claims in SmartMoving with short videos, interactive lessons, and real-world best practices while earning a shareable certificate by completing the Claims course.
After signing in to the SmartMoving website, select Academy from the User Account Settings to access the course.
Accessing Claims Settings
To open the Claims Settings page:
Ensure you have permission to access the Settings module.
Navigate to Settings > Claims
From here, you can manage:
Complaint Types
Settlement Types
Claim Statuses
Lifecycle and Date Fields
Compliance-related configurations
💡 Tip: Each section of this guide has its own detailed help article linked below.
Key Things to Configure and Understand about Claims
Configuration Area | Description | Learn More |
Complaint Types | Define the reasons customers submit claims (e.g., damaged item, lost item, valuation request). | |
Settlement Types | Customize how your team resolves claims (e.g., refund, repair, replacement). | |
Commodities | Claim commodities define the categories you use when documenting and managing claim items. The claim form will automatically reference and use the commodity categories you configure here. | |
Claim Lifecycle & Statuses | Understand the difference between SmartMoving-controlled lifecycle stages and your customizable workflow statuses. | |
Compliance and Date Fields | Track critical dates like acknowledgment and closure to meet legal deadlines. | |
Inventory and Valuation Tracking | Record affected inventory items and connect claims to valuation coverage. | |
KPIs and Dashboard Metrics | Monitor claims performance, ratios, and payouts. | |
Tasks and Templates | Assign internal tasks and set up acknowledgment/settlement email templates. | |
Permissions, term glossary and Best Practices | Review user permissions, glossary and configuration best practices. | |
Claim Form Template | Control whether staff can send the Claim Form to customers from the Claims module. When the template is disabled, the Send Claim Form button is unavailable and a tooltip explains why. |
Why Configuration Matters
Proper configuration ensures:
✅ Legal Compliance: Acknowledgment and closure dates are tracked correctly.
✅ Operational Efficiency: Teams can use statuses and tasks to stay organized.
✅ Customer Satisfaction: Consistent communication through email templates.
✅ Data Accuracy: KPIs and dashboards reflect true performance and profitability
Controlling the Send Claim Form Button
The Claim Form email template in Settings > Company Settings > Email / SMS Templates controls whether staff can send the claim intake form to customers directly from the Claims module.
When the template is disabled:
The Send Claim Form button is grayed out in both the claims list view and the empty state view.
Hovering over the button displays a tooltip explaining that the template is currently disabled.
Re-enabling the template in settings restores the button immediately.
Note: This only affects staff-initiated sends. Claims submitted by customers through the customer portal are not affected. Tooltips on customer-created claims continue to display correctly regardless of the template state.
💡SmartTip: Disable the Claim Form template if your company handles claim intake through a separate process and wants to prevent staff from sending the form directly from SmartMoving.
Next Steps
Continue to the next article to begin configuration: