Overview
When your team receives a damage or loss report directly (such as by phone, email, or in person) you can log the claim manually in SmartMoving. This ensures the issue is captured right away, categorized correctly, and routed to the right team member for follow-up.
Manual claim creation gives your team full control over assigning ownership, adding documentation, and initiating the internal resolution workflow from the start.
Before You Start
Before creating a manual claim, confirm you have:
The customer’s name and move details.
A clear description of the damage or issue.
Any relevant photos or documents supplied by the customer.
Knowledge of which team member should own or review the claim.
💡SmartTip: Collecting all available information early helps prevent delays in processing and communication.
How to Create a New Claim Manually
Follow these steps to log a claim inside SmartMoving:
1. Navigate to Claims
Go to the Customer Service module, then click Claims.
2. Start a New Claim
Click New Claim.
3. Associate the Claim With an Opportunity
Add the customer typing their name
Select the correct opportunity to link the claim to its move and inventory records.
Note: Linking the claim to the job ensures your team can reference notes, documents, and photos already stored in the system.
4. Enter Claim Details
Add a Complaint Type
Set a Status (e.g., New, Under Review) to initiate your internal workflow.
Enter the date the claim was received.
Select the appropriate agency.
Assign it to a team member responsible for reviewing and managing the claim.
Click Create.
5. Manage the claim
Once the claim is created you can:
Change the status when a new step in the claim process is finished.
Upload any photos or attachments you have received.
Add notes for internal communication of updates.
Best Practices
Log claims immediately upon receiving a customer call to maintain accurate timelines.
Attach photos early to support quicker evaluation and reduce back-and-forth with customers.
Keep statuses updated so everyone on your team knows where each claim stands.
Use internal notes to document conversations, evaluations, and next steps clearly.