How customers report damage

When something was damaged in the move, the customer fills in their claim on a friendly page in their portal — on their phone, with photos.

How the customer gets there

• Their claim link — you send it from the order (see File a claim for a customer over the phone), in an apology email or text. It opens without signing in.
• Report damage in their portal's menu — when Report damage in the portal is set to Always in the portal for completed moves in Settings › Documents & bill of lading › Claims. With Only from the office's link, the page only opens from your link. Once a claim exists, the menu says My claim.

The four steps

A progress line shows where they are: Start → Your items (What was damaged, with photos) → Review (Check it and send it) → Your result (What you're entitled to).

1. 1Start — Have your phone handy, Know roughly what each item is worth, It saves as you go.
2. 2Your items — each damaged item with photos, what happened and its worth. Damage to the home is its own kind of item.
3. 3Review — Ready to send your claim? They check everything and press Send your claim. It's sent once.
4. 4Your result — after a short "reviewing your claim" moment, what they're owed under the protection they chose for the move, item by item with the reason.

Everything saves as they go (Saving…, Saved).

Their choices

• Accept and sign — the settlement opens as a document; they type their full name and sign at the bottom.
• Request a call from the company — also on the first page. It tells you they'd like to talk.
• Decline — only when your company allows it in Settings › Documents & bill of lading › Claims.

After they send it

• If your settings allow it, they can come back with Add something I missed until the filing deadline.
• When your claims team asks for more, the link shows the claim read-only with your question and one answer box — Thanks — your answer was sent to our claims team.
• Every step — sent, accepted, declined, a call requested — reaches the office in the claim and on the order.

When you look at it

From the office the claim opens read-only: This is the customer's claim, shown read-only.

If something goes wrong

• That didn't go through. Your claim is saved — please try again.
• That file could not be added. Please try again. — try a smaller photo.
• Not saved — check your connection