1. Can customers reply to a claims text or email to upload photos?
No. At this time, customers cannot reply directly to a claims text or email to upload photos to a claim.
Inventory vs. Claims: In the inventory process, customers or crews can easily upload photos and notes linked to specific inventory items through the Crew App or Customer Portal. However, the claims process works differently.
Uploading for Claims: Only office or claims team members can upload claim photos. To add photos, go to the Claim Details page and use the Add Image option or drag and drop photos directly there.
Email or SMS Attachments: If a customer sends photos as attachments via text or email, those files will appear in the Files & Photos tab for the job, but they won’t automatically attach to the specific claim.
Tip: To ensure all claim-related photos are properly stored, upload them directly within the claim itself.
2. Can I bulk move photos from the Files & Photos tab into a claim?
No. Files and photos cannot be bulk moved from the Files & Photos tab into a claim.
Direct Uploads Only: Photos must be uploaded directly to the claim using the Add Image button or by dragging and dropping them into the claim record.
Files & Photos Management: While you can view, rename, or delete files from the Files & Photos tab, there is no option to bulk move or link them to a claim afterward.
Linked View: Any photo uploaded directly to a claim will automatically appear under the Claims category within the Files & Photos tab of the opportunity—but not the other way around.
Best Practice: Always upload photos directly through the claim to keep records consistent and easy to track.
3. Can I track important claim deadlines like acknowledgment or closure dates?
Yes. Claims in SmartMoving include built-in compliance date fields that help you meet legal and internal deadlines. Read more here.
You can track key dates such as Acknowledgment Date, Settlement Date, and Closed Date directly on the Claim Details page.
These fields can be used to ensure your team responds to and resolves claims within required timeframes.
You can also use filters and reports to monitor overdue or upcoming deadlines.
Tip: Make sure your team updates these fields as claims progress to maintain accurate compliance tracking.
4. Can I assign tasks or templates to claims?
Yes. You can connect tasks and email templates to the claims process for consistency and efficiency. Read more here.
Use tasks to assign follow-up steps like contacting the customer, requesting documentation, or verifying settlement information.
Templates can be linked to send acknowledgment or settlement confirmation emails automatically.
These workflows can be set up in Settings > Claims, under Tasks and Templates.
Best Practice: Standardize your claim acknowledgment and settlement emails using templates so communication is consistent across your team.
5. Can I customize the types of claims or settlements available?
Yes. You can fully customize both Complaint Types (why a claim was filed) and Settlement Types (how it’s resolved). Read more here.
Examples of complaint types include Damaged Item, Lost Item, or Valuation Request.
Settlement types might include Refund, Repair, or Replacement.
These can be configured in Settings > Claims > Complaint and Settlement Types to align with your company’s policies.
Tip: Keeping your complaint and settlement lists clean and specific helps you analyze claim trends and improve service.
6. What’s the difference between claim lifecycle stages and statuses?
Claim lifecycle stages represent system-controlled progress, while statuses represent your team’s custom workflow. Read more here.
Lifecycle: Automatically managed by SmartMoving (e.g., Open → Settled → Closed).
Status: You define these to reflect your process (e.g., Pending Review, Awaiting Documents, In Investigation).
You can create and manage statuses under Settings > Claims > Claim Statuses.
Best Practice: Use statuses to give your team visibility into where each claim stands operationally—without overriding the system lifecycle.