Overview
Understand what a contact on a commercial account sees when they track a claim from the Commercial Customer Portal.
Before You Start
Available to companies with Smart Pro.
The contact must have Commercial Portal Access turned on and have signed in to the Commercial Customer Portal.
The claim must already exist on a commercial job. Your team opens and manages claims from the Claims tab on the job.
What a Contact Sees on the Claims Page
The Claims page lists one row per claim, with these columns:
Claim Number
Lifecycle
Claim Status
Claim Received Date
Claim Amount
Settlement Amount
A contact with no claims sees "You don't have any claims yet." The Claims card on the portal home page shows the same claims, with View All opening the full page.
How a Contact Opens a Claim
The contact signs in to the Commercial Customer Portal.
The contact selects Claims.
The contact selects a claim number.
The result: the claim opens on the customer portal claim page, where the contact can review the claimed items and add photos. A link returns them to the Commercial Customer Portal.
Note: Contacts cannot open a new claim from the Commercial Customer Portal. Your team creates the claim on the commercial job first, and the contact tracks it from there.
What a Contact Sees on the Claim Itself
The claim page shows the claim number, its status, the date received, who the claim is assigned to, the claimant's name, and the related quote number. Each claimed item is listed with the commodity and item, the quantity, the damage described, the claim amount, the settlement status, and the settlement amount.
Key Details
A contact sees only claims on the account they are assigned to. Claims on other accounts are not reachable, even by direct link.
Claim photos are added on the claim page, not on the Claims list. The claim page accepts image files.
Settlement amounts appear to the contact as soon as your team records them, so record a settlement only when you are ready for the contact to see it.
Your team manages the claim from the Claims tab on the commercial job. Viewing that tab requires the Customer Service permission.
A claim with no photos shows an empty-state message, so a contact can tell the difference between a claim with no photos and a page that failed to load.
Troubleshooting
My contact says the Claims page will not load.
The page shows "We couldn't load your claims." when the request fails. Ask the contact to reload. If it persists, confirm the contact is still assigned to the account.
My contact says the claim page does not show our latest update.
Ask the contact to reload the claim page. Changes made in the office appear after a reload.
My contact uploaded a file and it is not showing as a photo.
The claim accepts image files. Ask the contact to upload a JPG or PNG rather than a document or PDF.
My contact wants to file a new claim themselves.
Claims are opened by your team on the commercial job. Take the details from the contact, open the claim on the job, and the contact will see it on their Claims page.
Best Practices
Open the claim on the job promptly, since the contact has no way to start one themselves.
Ask contacts to add photos through the claim page rather than by email, so the images land on the claim record instead of an inbox.
Keep the claim status current, since Claim Status is what the contact relies on for progress.
Record the settlement amount and settlement status together so the contact sees a complete picture rather than an amount with no context.