Overview
The Claims Intake Form allows your team to collect claim details in a structured, digital format, either by sending the form to a customer or by creating a claim directly from a ticket.
Depending on how the issue is reported, your team can:
Send a Claims Intake Form to the customer
Create a claim manually
Convert an existing ticket into a claim
Once a claim is submitted or created, it appears in the Claims module where your team can review, process, and settle it, without duplicate data entry.
This workflow reduces administrative effort, improves claim accuracy, and gives customers ongoing visibility into their claim status.
Before You Start
Ensure your commodity list is configured. The form will use your configured commodities.
Verify the default assignee is set for new claim tickets in Settings > Claims > General Settings to receive email notifications when customers submit a claim.
How to Send the Claims Intake Form
Option 1: Send the Form from an Opportunity or Customer Profile
Open the relevant Opportunity or Customer Profile.
Select Send Claim Form.
Choose the contact who should receive the form.
Send the form to generate an email with a direct link to the Claims Intake Form.
💡 Sending the form from the Opportunity ensures all submitted claim items automatically connect to that job.
Option 2: Send the Form from a Ticket
If a customer reports damage through Customer Service (for example, a low-review or service ticket), you can send the claim form directly from the ticket.
Open the relevant ticket.
Select Send Claim Form.
Confirm the customer contact.
Send the form.
The claim form will automatically use the correct customer context, so submitted items flow directly into the Claims module.
How to Start a Claim from a Ticket
If you already have enough information and don’t need the customer to complete the form, you can create a claim directly from a ticket.
Open the relevant ticket.
Select Create Claim.
Choose whether to:
Close the ticket, or
Leave the ticket open for continued tracking
Confirm to create the claim.
Once created, the new claim opens immediately in the Claims module for review and processing.
How Customers Submit a Claim
When customers open the link, they can submit a claim directly through the portal.
Steps the customer sees:
Select the person responsible for the claim.
Add one or more damaged items.
Choose a commodity category (based on your account’s configured commodity list).
Enter item name, date acquired, description of damage, and claimed amount.
Upload supporting photos.
Review and confirm the submitted information.
Submit the claim.
💡After submission, the customer can return to the link at any time to check the status of their claim.
What Customers Can See After Submitting a Claim
Customers have access to a claim status page showing:
Overall claim status
Each item submitted
Item-level settlement status
Settlement amounts once your team enters them
Any additional items your team adds during the review process
How Claims Appear in the Claims Module
Once the customer submits the form:
A new claim record automatically appears in the Claims module.
The default assignee receives an email notification (if configured).
Your team can begin working through the claim like any other claim ticket, reviewing items, approving settlement amounts, and updating status.
❗️ Note: If no default assignee is set, the notification will be sent to the salesperson assigned to the Opportunity.
Best Practices
Use tickets as an intake starting point. If a customer reports damage via Customer Service, convert or send the claim directly from the ticket to avoid duplicate tracking.
Send the intake form when details are incomplete. Let customers submit photos and item details themselves.
Configure commodities clearly. Customers select from these categories, so clear labeling speeds up review.
Encourage photo uploads. Photos reduce follow-up and improve evaluation accuracy.
Monitor notifications. Ensure the correct team member is set as the default assignee.
Use the portal for updates. Customers can self-check status instead of calling in.