Management · 11
Managing operations
Running the business from the dashboard, queues, network, finance and reports.
For the CEO and for team leaders. How to run the business day to day with the panel's queues, and the routines that keep it healthy.
A daily routine
- Open the Overview first thing
Read the summary row: Late and Due now. Anything late is a promise broken to an insurer.
- Clear the "attention" list
Claims that appear under several tiles are the ones most in need. Click through and assign or act.
- Assign new claims
The New claims to assign tile should be empty by mid-morning.
- Check money in the afternoon
Finance queue: invoices to issue and receipts to chase. Contractor invoices due to pay.
- Review tasks and follow-ups
Tasks and Correspondence to follow up due today.
The dashboard tiles
Each tile counts claims on track, due and late against a service level, and opens a list when clicked.
| Group | Tile | Counts claims where… |
|---|---|---|
| Intake | New claims to assign | No handler yet (received today, or waiting longer). |
| First contact (FNOL call) | The discovery call is not yet made, against the hour target. | |
| Survey | Site survey to book | No survey booked; within 1 working day, within the target, or overdue. |
| Surveys booked | Booked surveys not started: today, next 7 days, later. | |
| Survey report outstanding | Report not delivered, against 2 working days from the survey. | |
| Scope and decision | Schedule of works to issue | Report done, schedule not issued, against 5 working days. |
| Waiting insurer decision | Days since the schedule was issued: within 3, 3 to 5, and longer. | |
| Reserves to set or raise | The reserve is missing or below the best known cost. | |
| Repairs | Pre-commencement checks | Excess or contribution not yet received. |
| Contractors to assign | Approved work with no phase or contractor. | |
| Go-ahead to send | Contractor assigned, instruction not sent. | |
| Contractor acceptance | Instructed phases not yet accepted. | |
| Pre-start meeting to arrange | Accepted phases with no pre-start meeting. | |
| Start dates to book | Accepted phases with no agreed start. | |
| Waiting to start | Agreed start date, not started (not due / starts today / late). | |
| Work in progress (EFD) | Against the estimated finish date: on track, finishing today, or past it. | |
| Completion to validate | Finished phases awaiting report or validation. | |
| Orders and invoices | Purchase orders to raise | Assigned phases with no live order. |
| Contractor invoices to pay | Against 30 days from receipt. | |
| Customer service | Open complaints | Against the FCA 8-week final response. |
| CSQ calls outstanding | To call, due today, overdue, tried with no answer, defects reported. | |
| Correspondence to follow up | A logged follow-up that is upcoming, due today or overdue. | |
| Tasks | Open claim tasks with a due date. |
The two Orders and invoices tiles show only to users with contractor-pricing permission.
Switch to My claims to coach one person's workload, or pick an insurer to prepare for a service review with that client.
On a claim's step 8, finance users see claim spend against the reserve. A red reserve balance means spend has passed the reserve: raise the reserve or check the invoices. Cash payments the insurer made to the policyholder or a third party are recorded there by the CEO or CTO, and a wrong entry is voided with a reason rather than edited.
The operational queues
| Page | Use it to… | Needs |
|---|---|---|
| Work orders | See every work phase and purchase order across claims: who has what, what is due to start or finish. | Work-order view |
| Finance | See authorised, invoiced, received and outstanding per claim; find claims ready to invoice or whose ledger can close. Export CSV. | Finance view (CEO/CTO) |
| Reports | The claim reporting queue by insurer, status and instruction. Export CSV. | Reports view |
| Scheduling | The diary of surveys, to balance surveyor workload. | Scheduling view |
| Estimates | Schedules of works across claims and their issue/decision state. | Insurer quote view |
CSV exports
- Narrow the queue with the search first: the export follows it.
- Columns: claim, insurer, policyholder, handler, status, instruction, received on, authorised, invoiced, received, outstanding, ledger closed. For users with margin and contractor-pricing permissions, add revenue (net), contractor cost, other costs and margin.
- Rate-limited to 10 a minute and written to the audit log with the area, rows and whether costs were included.
- Treat the file as confidential: it contains policyholder names and money. Delete it when finished.
Managing the contractor and surveyor network
- Add a member
Network → Add. Record company, legal entity type, contacts, trades, service areas, CIS status and whether they are a contractor, a surveyor or both.
- Onboard
Network → Onboarding shows each new member's checklist: required compliance records (per your settings) and details. The member moves Onboarding → Approved only when complete.
- Collect evidence
Upload each record (insurance certificate, Gas Safe card…) with its dates and cover amount. A reviewer approves it. Changing evidence clears approval.
- Watch expiries
Network → Compliance shows records expiring in 7, 14 and 30 days. Chase before they lapse: a lapsed record blocks new work for that member.
- Suspend or reject
Give a reason; both are audited. A suspended member cannot be assigned.
- Bank details (CEO/CTO)
On the member's profile: enter account name, sort code and account number with a reason; a different person verifies by call-back to a known number. Only the last four digits ever show.
- Staff surveyors
Internal surveyors need a staff credential profile here too; they are paid through payroll, so no bank details are held for them.
Managing insurer clients
- Insurance clients holds each insurer, their contacts (the referral contact you pick on a new claim) and an optional default markup for that insurer's claims.
- Add an insurer before the first claim from them; add new referral contacts as people change.
- Insurer-specific compliance requirements (Network compliance) apply to claims from that insurer.
Weekly and monthly reviews
| When | Review | Where |
|---|---|---|
| Weekly | Late items by tile; reserves below cost; claims waiting on an insurer decision more than 5 days. | Overview |
| Weekly | Compliance expiring in 7/14/30 days; contractors awaiting approval. | Network → Compliance, Onboarding |
| Weekly | Open complaints against 8 weeks; defects reported on customer calls. | Overview tiles, claim Complaints tab |
| Monthly | Revenue, cost and margin by claim; outstanding receipts; invoices unpaid beyond 30 days. | Finance, Reports, Export CSV |
| Monthly | Service levels still match each insurer's agreement. | Settings → Service levels |
| Quarterly | Who has access and at what role; two-factor enrolment; markup and compliance policy. | Administration → Users, Pricing, Compliance |
| Quarterly | A restore test of the database and files from the off-site backup. | CTO |
System health (CTO)
- Email: use Check delivery after any change to email settings or the provider.
- Storage: each node shows online/offline; use Check connection. Confirm the backup counter (files copied / total) is moving.
- Queue and scheduler: the worker and the one-minute scheduler cron must be running, or emails and the nightly backup silently stall.
- Bank holidays: the service-levels page shows how far the list runs; refresh it if it is short.
- After each release: sync permissions, rebuild caches, reload PHP-FPM, restart workers (see How it is built).
The panel holds personal data about policyholders. Retention periods, subject-access requests and contractor data-processing agreements should be confirmed with your legal or compliance adviser. The panel records who accessed and exported data to help you answer such questions, but it does not certify compliance.