Claims
Send claim emails from a separate address
Optional — give damage claims their own email address (for example claims@yourcompany.com). Off, claim emails go from the company email as always; if the claims address stops working, they still go, from the company email.
- 2 min read
- Checked against MoveBoard
- For owners & admins
Some companies keep damage claims in a mailbox of their own, such as claims@yourcompany.com. MoveBoard can send every claim email from that address. It is optional: leave it off and claim emails go from your company email, as they always have.
Where
Settings › Documents & bill of lading › Claims, the Claims email card. Anyone who can open Settings can set it. Each branch has its own, just like the company email.
Turn it on
- Type the address (for example claims@yourcompany.com) and press Get Recommended Settings.
- Connect it the same way as the company email in Communication › Email setup: - Google or Microsoft — press Login with Google or Login with Microsoft and sign in to the claims mailbox in the pop-up. - Any other mailbox — fill in the password, server and port, press Save Info, then Test Connection. The test checks exactly what is on screen. The password is stored encrypted, and dots in the box are never saved as a password.
- Switch on Send claim emails from a separate address. The card shows Sending and names the address.
From then on, every claim email goes from that address: the claim link (Send claim link), the automatic notices (received, more information needed, the offer, a denial), the e-sign link and the settlement PDF. The order's log shows each one like any other email.
Customer replies
When the customer replies to a claim email, the reply goes to the claims address. To have MoveBoard read it, turn on Incoming Mail on the same card, just like the company email. A reply then lands in the order's messages, and the claim's history notes that the customer emailed the claims address.
If it stops working
If the claims address can't send (a changed password, or Google or Microsoft access was removed), the claim email still goes out, from your company email. Nothing is lost.
- The order's log says: Error sending email from the claims email …; sending email from the company email instead.
- The Claims email card turns red and shows what the mail server said.
- Everyone who can manage claims gets one task, Claims email stopped working — claim emails now go from the company email. They are not sent another one for each email.
To fix it, connect the address again (or type the new password and press Save Info), then press Test Connection. When the test passes, or the next claim email goes out from the claims address, the warning clears.
Turn it off
Switch off Send claim emails from a separate address. Claim emails go from the company email again.
Related guides
- SettingsClaims settingsSet up damage claims — who owns them, when the customer sees an offer, adding missed items, how claims are paid, denial letters, the numbers, the invitation and the settlement document.
- ClaimsSend 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.
- ClaimsHow claims workHow a claim moves from the customer's report to a signed settlement and payment — the Claims page, its stages, owners and clocks.
- Email, texts & callsConnect your email and phoneConnect your own Gmail or Microsoft mailbox, Google Calendar and RingCentral from Connections; set up the company mailbox; and, for admins, see who still needs to connect.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.