Overview
When your team receives a damage or loss report directly, such as by phone, email, or in person, you can log the claim manually in SmartMoving to ensure it’s captured right away and routed correctly.
Depending on how the issue is reported, your team can:
Create a claim directly in the Claims module
Create a claim from an existing ticket in the Customer Service module
Both methods result in the same claim record in the Claims module and allow your team to manage documentation, ownership, and resolution from the start.
Before You Start
Before creating a manual claim, confirm you have:
The customer’s name and move details.
A clear description of the damage or issue.
Any relevant photos or documents supplied by the customer.
Knowledge of which team member should own or review the claim.
💡SmartTip: If the issue was first logged as a ticket, you don’t need to re-enter the information, create the claim directly from the ticket to keep everything connected.
Option 1: Create a New Claim from the Claims Module
Use this option when your team receives a damage report directly and no ticket exists.
Steps
Navigate to Claims
Go to the Customer Service module, then click Claims.
Start a New Claim
Click New Claim.
Associate the Claim With an Opportunity
Search for and select the customer
Choose the correct opportunity to link the claim to the job
Note: Linking the claim to the job ensures your team can reference notes, documents, and photos already stored in the system.
Enter Claim Details
Add a Complaint Type
Set a Status (e.g., New, Under Review) to initiate your internal workflow.
Enter the date the claim was received.
Select the appropriate agency.
Assign it to a team member responsible for reviewing and managing the claim.
Click Create.
Option 2: Create a Claim from a Ticket
Use this option when a damage issue was first logged as a ticket (for example, a low-review or customer service ticket).
Steps
Open the relevant ticket in the Customer Service module.
Select Create Claim.
Choose whether to:
Close the ticket, or
Leave the ticket open for additional tracking
Confirm to create the claim.
Once completed, SmartMoving creates a new claim record in the Claims module using the ticket’s customer and job context.
💡 SmartTip: Creating a claim from a ticket prevents duplicate data entry and keeps the original customer report linked for reference.
Managing the Claim After Creation
Once the claim is created, regardless of how it was started, you can:
Update the status as the claim progresses
Upload photos and attachments
Add internal notes to document conversations and evaluations
Review and settle claim items
Track lifecycle updates automatically
All claims follow the same workflow in the Claims module, whether they were created manually or from a ticket.
Best Practices
Use tickets as the starting point when applicable. If a customer contacts Customer Service first, convert the ticket into a claim instead of creating one separately.
Log claims immediately to maintain accurate timelines and compliance tracking.
Attach photos early to speed up evaluation and reduce follow-up.
Keep statuses updated so internal teams know the current stage of each claim.
Use internal notes to clearly document decisions, conversations, and next steps.
Ticket vs Manual Claim: Which Should I Use?
Use this quick guide to choose the right starting point:
Use a Ticket first if the issue comes in through Customer Service (calls, emails, low reviews, or general inquiries).
→ Create the claim directly from the ticket to keep the original report and context connected.Create a Manual Claim if the damage is reported directly to your operations or claims team and no ticket exists.
→ Log the claim immediately in the Claims module to start tracking and assignment.
💡 Best Practice: If a ticket already exists, convert it into a claim rather than creating a new claim separately. This avoids duplicate records and preserves the full customer history.