Overview
The Claim Acknowledgement email can include a unique link that allows customers to view their claim status online.
This link is generated using the @ClaimsPortalUrl token and directs the customer to their Claims Portal page. The portal displays the most recent claim associated with that customer.
This article explains how the link works, where to find the token, and how to manage it in your email template.
How the Claims Portal Link Works
When a Claim Acknowledgement email is sent:
SmartMoving generates a unique portal link for that customer.
The link is inserted using the
@ClaimsPortalUrltoken.The customer can click the link to view their claim status.
The link is claim-specific and does not require the customer to manually log in.
Note: The Claims Portal displays only one claim, the most recent claim associated with the customer.
How to View or Edit the Token
To access the Claim Acknowledgement email template:
Go to Settings.
Select Email / SMS Templates.
Open the Claims dropdown.
Select Claim Acknowledgement.
Click Email Editor.
Within the template, you will see the following line:
You can view your claim status at any time using this link: @ClaimsPortalUrl
You can reposition this line within the email if needed.
Template Update Behavior
The Claim Acknowledgement template includes the Claims Portal link before the closing:
Sincerely,
If the template contains “Sincerely,” the Claims Portal link appears directly above it.
If the template does not contain “Sincerely,” the Claims Portal link is not automatically included.
If the link is not present in your template, you can manually add:
You can view your claim status at any time using this link: @ClaimsPortalUrl
After making changes, click Save Changes.
What Customers See
When customers click the portal link:
They are directed to their Claims Portal page.
They can view claim details and status updates.
Only the most recent claim will display.
Claims appear in the portal even if they were not created through a Claim Form submission.
Best Practices
Keep the Claims Portal link near the end of the email so it is easy for customers to find.
Do not remove the
@ClaimsPortalUrltoken unless you intentionally do not want customers to access their claim online.
Troubleshooting
The portal link is not appearing in the email
Confirm the Claim Acknowledgement template includes
@ClaimsPortalUrl.If relying on automatic insertion, verify the template includes “Sincerely,”.
Save changes and send a test email.
The portal shows only one claim
This is expected behavior. The Claims Portal displays only the most recent claim associated with the customer.