Understanding the difference between a Claim Lifecycle and a Claim Status is key to managing claims efficiently in SmartMoving.
These two settings work together to track progress from creation to closure, but they serve different purposes.
Claim Lifecycle (System-Controlled)
The Claim Lifecycle is managed automatically by SmartMoving. It ensures consistent reporting and compliance with legal timelines.
You cannot customize lifecycle stages.
Lifecycle Stages
Stage | Description |
New | The claim has been created in SmartMoving. |
Acknowledged | The customer has been notified that the claim was received. |
Open | The claim is under review or investigation. |
Closed | The claim has been resolved and a settlement has been issued. |
Lifecycle progression happens automatically through system actions — for example:
Clicking Acknowledge moves a claim from New → Acknowledged.
Clicking Close moves it to Closed.
This automation helps your company maintain legal and operational consistency across all claims.
⚠️ Important: Lifecycle stages cannot be renamed or reordered. They are standardized for compliance and accurate reporting.
Claim Status (User-Controlled)
Claim Statuses represent your internal workflow and can be customized to fit how your team manages investigations and resolutions.
Statuses are updated manually and displayed in dropdowns within each claim record.
Example Custom Statuses
Awaiting Photos
Needs Review
Pending Manager Decision
Escalated to Legal
Awaiting Customer Response
You can create or edit these in Settings > Claims.
💡 SmartTip: Statuses are optional but highly recommended for tracking team progress and improving accountability.
Lifecycle vs. Status: What’s the Difference?
Category | Claim Lifecycle | Claim Status |
Control | System-controlled | User-configurable |
Purpose | Compliance & reporting | Internal workflow tracking |
Updates | Automatic | Manual |
Customization | Not customizable | Fully customizable |
Use both together for best results:
Lifecycle ensures compliance and consistent reporting.
Status keeps your team organized and transparent about next steps.
Best Practices
✅ Keep statuses simple and action-oriented (e.g., “Needs Review,” not “In Progress”).
✅ Train staff on when to update statuses manually.
✅ Avoid duplicating lifecycle terms as statuses (e.g., “Closed” or “Acknowledged”).
✅ Use statuses to trigger internal workflows or reminders.
Next Steps
Continue to the next article for compliance and tracking guidance: