To manage claims effectively in SmartMoving, users need the right level of access to create, view, and configure claim-related data.
This article outlines the required permissions for common claim actions and provides best practices to ensure consistency, accuracy, and compliance.
Permissions Overview
Claims permissions are tied to existing SmartMoving modules.
Use this table to confirm which users have access to perform key actions.
Action | Required Permission / Module |
View claims | Opportunity View Access |
Create or edit claims | Customer Service Module |
Configure fields, complaint types, or templates | Settings Module |
Send acknowledgment or settlement emails | Email Template Permissions + Customer Service Module |
View KPIs and dashboard metrics | Reporting Access |
Add or assign tasks | Task Module Access |
💡 Smart Tip: Limit Settings access to managers or administrators to maintain data consistency.
Recommended Permission Setup
Role | Recommended Access |
Customer Service / Claims Specialist | View, create, and edit claims; manage statuses and tasks; send emails. |
Operations Manager / Admin | Full access, including Settings configuration, KPIs, and permissions management. |
Frontline Crew / Driver | Typically view-only access (if allowed) for reference or verification. |
Accounting / Finance | Read-only access to Closed claims and payout data for reconciliation. |
Claims Best Practices Summary
✅ Acknowledge every claim — send an acknowledgment email immediately upon receipt.
✅ Track actual received dates — adjust manually if entered later.
✅ Use custom statuses — align with your internal workflow (e.g., “Awaiting Photos,” “Needs Review”).
✅ Record inventory items individually — for accurate reporting and crew accountability.
✅ Mark settlements as Paid — for complete KPI tracking.
✅ Assign claim-related tasks — to ensure no steps are missed.
✅ Review KPIs regularly — monitor loss ratio, claims ratio, and valuation balance.
✅ Close claims only after resolution — ensures clean reporting and compliance.
✅ Update templates annually — to match your company’s legal or policy changes.
Glossary
Term | Definition |
Claim Lifecycle | System-controlled stages (New → Acknowledged → Open → Closed). |
Claim Status | Custom, user-defined stages that reflect your internal workflow. |
Claim Acknowledgment | Formal written confirmation sent to the customer upon claim receipt. |
Settlement | Method used to resolve the claim (e.g., refund, repair, replacement). |
Valuation | Optional customer protection coverage that determines payout limits. |
Claims Ratio | Total number of claims ÷ total number of opportunities. |
Loss Ratio | Dollar amount paid in claims ÷ annual insurance premium. |
Claims Contact | The designated contact person for the claim (may differ from booking contact). |