Complaint and Settlement Types help your company categorize, analyze, and resolve customer claims consistently.
By setting these up in Settings > Claims, you ensure every claim is properly classified and closed with the correct resolution type.
Accessing the Settings
To configure these options:
Go to Settings > Claims.
Open the Complaint Types or Settlement Types section.
Add, edit, or delete entries as needed.
You’ll need permission to the Settings module to make changes.
Complaint Types
Complaint Types define the reason a claim was submitted. These are essential for identifying common issues and compliance categories.
You can edit the default list or create custom types to fit your operation.
Default Complaint Types
SmartMoving includes these standard types:
Customer Complaint
BBB
DOT
County
State
Attorney Letter
Chargeback
Lawsuit
Online Review
These represent common sources of claims — from customers to government or legal entities.
Example Custom Types
Movers often add complaint types that reflect operational specifics, such as:
Damaged Item
Lost Item
Valuation Request
Exterior Damage (e.g., driveway, garage door)
Legal Notice
💡Smart Tip: Keep your list focused on the most common and actionable claim sources to improve reporting clarity.
Settlement Types
Settlement Types define how each claim (or claim item) is resolved.
They appear under the Settlement section of each item within a claim record.
Default and Custom Settlement Types
Common options include:
Refund
Repair
Replacement
Denied
Insurance
Valuation
⚠️ Note:
The Insurance and Valuation categories are system-defined and appear in profitability and compliance reports.
Other options (e.g., Refund, Repair) are fully customizable under Settings > Claims.
How They Work Together
Complaint Types help categorize the reason for a claim.
Settlement Types define the resolution for each affected item.
Together, they power detailed claims reporting and help your team identify trends — such as the most common causes of damage or which settlements are most frequent.
Best Practices
✅ Keep your lists short and meaningful — too many categories make reporting harder.
✅ Review categories quarterly to reflect business or legal changes.
✅ Align complaint types with internal and insurance reporting requirements.
✅ Ensure “Valuation” and “Insurance” remain unchanged for accurate system reporting.
Next Steps
Continue to the next configuration topic: