How claims work

A damage claim is the customer's report of what was damaged on their move. MoveBoard keeps every claim on the Claims page, works out what the customer is owed under the protection they chose, keeps the legal clocks, and walks each claim to a signed settlement and the payment.

The life of a claim

1. 1Invited — you sent the customer their claim link (or opened a claim to fill in for them).
2. 2New — the claim was submitted and is waiting for the office.
3. 3In review — someone pressed Start review.
4. 4Waiting on customer — you asked the customer for more, or a repair estimate is still to come.
5. 5Offer sent — the customer sees the settlement offer. Depending on your settings, MoveBoard can show the offer the moment they submit — see When the offer shows.
6. 6Accepted — the customer accepted and signed the settlement. Or Declined, if you let them decline. The claim shows who signed: Release signed online by Jane Smith (the customer). If someone from your office was signed in to MoveBoard on the same computer when the customer's page was signed, it says so — … filled in by Sarah (office), or Release signed online by Sarah (office) for the customer when she typed her own name — in the claim, its Activity, the order log and the signed release, so it is never mistaken for the office having signed.
7. 7Paid — you marked it paid.
8. 8Closed — denied, withdrawn, no response, resolved another way, or opened by mistake.

The Claims page

Open Claims in the menu.

• Across the top: Open claims, Claimed (open), Offered (open), Paid this month and Overdue decisions.
• The tabs, each with its count: Open, New, In review, Waiting, Offer sent, To pay (accepted and signed), Declined, Invited, Paid, Closed and All.
• Open holds every claim that is not paid or closed — from the moment it exists, whether the customer filed it or you opened it, and whether or not the link has gone to the customer yet. Invited, New, In review and the others are slices of it.
• Customer is the name on the order; when the order has no name typed in, it shows the customer's own name, then the name the customer signed the claim with, else the order's email or phone. It is never blank.
• Unassigned shows claims nobody owns yet; the owner list shows Everyone's, Mine or one person's.
• Call back shows claims where the customer asked to be called; Overdue shows claims past their decision date.
• Each row: Claim, Customer, Status, Items, Claimed, Offered, Paid, Timer and Owner.

Double-click a claim (or press Enter on it; double-tap on a phone) to open it in its own window. New claim starts one: search for the order, and its claim window opens.

Everything updates on screen by itself, and the menu shows a red count of open claims.

Who owns a claim

New claims go to the Claims person set in Settings › Documents & bill of lading › Claims — never to the order's salesperson. With nobody set, a new claim stays Unassigned until someone presses Take it, and its tasks go to everyone who can manage claims. Whenever the customer does something — files, sends again, asks to be called, accepts, declines — the owner gets one task.

Where to go next

• Starting a claim: Send the customer a claim link or File a claim for a customer over the phone.
• Working it: How MoveBoard works out what is owed, Pay a claim, Deny a claim.
• Setting it up: Settings › Documents & bill of lading › Claims. Claims on switches the whole feature for the branch: off, the order's Claims button and the claim links stop working.