Instructions · 04

Everyday tasks

Notes, tasks, documents, correspondence, complaints, flags and closing a claim.

Tasks you do on many claims, outside the fixed 15 steps. Every one of them writes to the claim's Activity timeline.

Notes

Open the Notes drawer from any claim page. A note is the business's record of what was said or decided.

• Kinds: Intake, Triage, Internal, Insurer instruction and Correction.
• Write what happened, who said it and what you agreed. Do not put passwords or bank numbers in a note.
• A note cannot be rewritten by ordinary staff. If you made a mistake, add a Correction note. Only the CEO (and CTO) can edit a note, and the edit is audited.

Tasks

The Tasks drawer on a claim, and the Tasks page in the sidebar for all claims.

1. Add a task

   Give it a title (required) and a priority (Normal or High), and optionally a due date, an assignee from your organisation and the journey step it belongs to.

2. Work from the Tasks page

   It lists open tasks with due dates; overdue ones also appear in the dashboard's Tasks tile.

3. Mark it done

   This records who completed it and when. A completed task can be reopened.

Flags

Flags are labels on the claim banner that change how it is handled. Add them from the claim page.

Documents, photos and videos

Uploading

• Use the Documents, Photos or Videos tab, or the Upload beside a document picker inside a form (an insurer decision, a contractor invoice, evidence…). The file is filed on the claim and selected in your open form; nothing you typed is lost.
• Limits: a PDF, JPEG, PNG or WebP file up to 20 MiB; a video (MP4, MOV or WebM) up to 95 MiB. The panel inspects the real file contents: its extension must match, and a text file renamed .pdf is refused.
• Choose the right category: referral, policy, customer, correspondence, survey photograph, survey report, video, other. Documents the panel makes itself (schedule of works, purchase order, sales invoice, credit note, request for quotation) are filed automatically.

Access levels

Opening and removing

• Opening a file creates a 60-second signed link after a permission check. A copied link stops working a minute later; there are no public URLs.
• A removed document is hidden from the claim view with a removal reason; it is not silently erased.
• Photos may also be linked to a schedule section, so evidence follows the work it supports.

Correspondence log

Claim → Correspondence tab. Emails the panel sends are logged for you. Anything else (a phone call with the insurer, a letter, an email you sent from your own mailbox) is logged by hand.

1. Log an entry

   Direction (received or sent); who it was with (insurer, policyholder, contractor, other); how (email, phone, letter, insurer portal, in person); the person; when; a subject and what was said; and, optionally, the email or letter itself.

2. Add a follow-up (optional)

   What must be done, a due date (not in the past) and an owner (you by default).

3. Complete the follow-up

   Record what was done. It then leaves the dashboard's Correspondence to follow up tile. Completing twice is refused.

The panel does not read a mailbox automatically.

Complaints and investigation indicators

Complaints

Claim → Complaints. Record when and how it was received, who complained, the category (delay, communication, quality of work, staff conduct, contractor conduct, claim decision, other) and a summary. When you resolve it, record the outcome and, if known, the root cause. The dashboard tracks open complaints against the FCA 8-week final response deadline, showing In time, Response due today and Past final response.

Investigation indicators

Claim → Investigation indicators. These are validation prompts (set by management in Settings) to help spot claims that need a closer look. They are sensitive, so only users with the investigation permissions see the tab. They are prompts for judgement, not accusations: never share them with the policyholder.

Connected claims

The Connected claims tab lists other claims at the same property or for the same policyholder, even with a different insurer. Use it to avoid contradicting yourself on repeat damage.

Closing and reopening a claim

• Close claim is on the claim page. It needs the claims.close permission (Staff, CEO, CTO) and a written reason.
• A closed claim is read-only.
• Reopen claim is CEO-only and needs a reason. The claim returns to the status it had when it was closed, and can be changed again.

Written for Claimpanel 0.31.0. If a screen looks different from this guide, the application is the authority: tell the CTO so the guide can be updated.