SmartMoving helps you manage claims efficiently by connecting tasks, reminders, and email templates directly to each claim.

These tools support collaboration, automate communication, and ensure compliance deadlines aren’t missed.

Tasks in Claims

Tasks allow you to assign and track actions related to claim resolution, such as gathering information, scheduling inspections, or confirming payouts.

How to Add a Task

Open a claim record.
Scroll to the Tasks section.
Click Add Task.
Enter a task name, description, and due date.
Assign it to a user or team member.

Tasks appear on both the claim record and the assigned user’s task list, ensuring visibility and accountability.

Common Use Cases

“Call customer for more details”
“Request photos of damage”
“Review crew statements”
“Schedule inspection”
“Confirm settlement payment sent”

💡 Tip: Set due dates relative to acknowledgment deadlines to stay compliant.

Automatic Reminders

SmartMoving’s task system automatically sends email reminders for upcoming or overdue tasks.

This ensures claim investigations stay on track and nothing falls through the cracks.

You can also view task progress directly within the claim to confirm each step is complete before closing it.

Email Templates for Claims

SmartMoving includes customizable email templates for the two most common claim communications:

Template	Purpose	Default Location
Acknowledgment Letter	Confirms the customer’s claim was received.	Settings > Email Templates > Claim Acknowledgment
Settlement Letter	Sent automatically when a claim is closed to summarize the resolution.	Settings > Email Templates > Settlement Confirmation

⚠️ Compliance Note:
All 50 states require written acknowledgment of claims. SmartMoving automatically timestamps the Acknowledgment Date when this template is sent.

Offer Handling

While settlement offers (e.g., refunds or repair options) are currently sent outside of SmartMoving (such as through direct email), you can still:

Record offer details in the claim’s Notes section.
Select the final Settlement Type and Amount when the customer accepts.
Mark the claim or item as Paid once processed.

This keeps your claim records and reports fully up to date.

Claims Contact vs. Opportunity Contact

The Claims Contact is separate from the Opportunity Contact.
You can change the claims contact (e.g., to a spouse, property manager, attorney) without altering the original job record. This ensures accurate communication and preserves historical data.

Workflow Example

Claim is created → Task assigned: “Request photos.”
Acknowledgment email sent → system timestamps acknowledgment date.
Investigation completed → Task marked complete.
Offer sent and accepted → Settlement recorded.
Settlement email sent automatically → Claim closed.

This workflow ensures communication, documentation, and compliance all happen in one place.

Best Practices

✅ Assign a task for every major step — acknowledgment, inspection, follow-up.
✅ Use consistent task names so reports are easy to analyze.
✅ Keep acknowledgment and settlement templates up to date with your company’s branding and legal language.
✅ Document all settlement offers in the claim record.
✅ Review overdue tasks weekly to prevent missed deadlines.