Claims
Recording damage, valuation coverage and settling claims.
15 guides
- File a claim for a customer over the phoneThe customer called about damage? Send them their claim link in one press — or fill the claim in for them while you talk. 9 min read
- How claims workHow a claim moves from the customer's report to a signed settlement and payment — the Claims page, its stages, owners and clocks. 3 min read
- Crew claims scoreSee which movers' jobs get the most damage claims, so you know who to coach and who to trust with the fragile jobs. 1 min read
- Send the customer a claim linkOne press sends the customer an apology email and text with their own link to report the damage, with photos, whenever suits them. 2 min read
- How customers file a claimWhat your customer sees on their claim page — item by item with photos, receipts, value and weight — and what they need before they can send it. 3 min read
- How MoveBoard works out what is owedThe settlement under the customer's protection — released value by the pound, or Full Value Protection less the deductible — and when a person has to decide instead. 2 min read
- When the offer showsChoose whether customers see their settlement offer the moment they send a claim, or only after the office reviews it — separately for each kind of protection. 2 min read
- Pay a claimOnce the customer has signed the settlement, mark the claim paid — recorded on the claim only, or as a real refund on the order, as your settings say. 2 min read
- Property damage claimsDamage to the home or building is never priced by valuation — it always waits for the office, with the customer's repair cost or contractor's estimate. 1 min read
- Deny a claimClose a claim as denied with your reason in writing — the customer gets a letter by email, with the arbitration sentence when your settings call for it. 1 min read
- Submit once vs adding missed itemsChoose whether a customer can reopen their sent claim to add things they missed — separately for local and long-distance moves. 2 min read
- "Report damage" without an invitationLet customers start a claim themselves from their portal once a job of their move is completed — or keep claims to the link you send. 1 min read
- Claims deadlinesThe clocks MoveBoard keeps on every claim — acknowledge within 30 days, decide within 120, a status letter every 60 days after — and the customer's filing window. 1 min read
- Who can work claimsThe two claims permissions — seeing and working claims, and managing them (filling in, offers, settlements, payments, closing) — and what each lets a person do. 1 min read
- Delete a claimCompany admins can delete a claim made by mistake or for a test — from the claim's ⋯ menu, by typing its number. The claim's money stays on the order unless you tick the box to remove it too. 2 min read
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.