The process for adding a new claim is very similar to the way that you do it when adding a claim in the platform for those with an API connection (modern policies).

 

However, as with other Manual Product transactions there is NO API, therefore everything that you do will require you to process with the insurer as well (eg: via their portal, email or on the phone).

 

The claim could be reported to the broker directly OR via the customer in pocket.

If it is reported by the customer in pocket, the broker will be notified via an open activity in bond.

The customer will receive an initial email to confirm they have reported a claim to their broker. Once entered into the system (either in pocket or by broker in bond), the customer will receive:

 

 

 

 

• Use the Add Claim icon from the right-hand side panel, in the customer profile in bond.
• Complete all the information that you would usually include or that is a mandatory field.
• A difference from the 'usual' way of adding a claim is that Report is greyed out.   This is because this is a Manual Product and therefore the Report icon serves no purpose as no claim report is sent to the insurer.  Therefore you will be expected to select Save and this will save on the platform. 
• When there has been a claim submitted by the customer in pocket OR the broker in bond, there will subsequently be a Claims tab in the payment section in bond, shown here: 

 

 

 

 

• If you have had the claim reported via the customer in pocket, you will want to contact them to obtain more information to report to the insurer.
• Complete all fields to ensure you have as much information as possible and Save when you are ready. 
• A pop-up message confirms the updates have been made - where applicable.

 

**This is the point when you can contact the insurer and report the claim, whatever the process is for the insurer for the Manual Product policy, (via their portal, email or phone etc)**

 

• There will be an open activity created for the claim, and this will remain open until the claim is closed. It can be assigned or abeyanced for follow up as user sees fit as well as updated with applicable notes for follow up or to document discussions regarding the claim with the insured.  
• ANY notes added to the Comments section in the claims screen will also appear in pocket for the customer. Any comment that you do NOT want them to see should not be put in that field, but in an activity instead. Attachments are not seen in pocket.

 

 

• When the insurer has processed and dealt with the claim, you can close it.
• You might also want to wait until you receive written communication from the insurer and add that too.
• From the Policy Claims tab, select the Actions icon (3 dots) to edit the claim.
• On the right-hand side, under the Carrier Claim Information section, there is a dropdown menu for Claim Status.
• Select the status which reflects what you want to do (Closed - Paid for example).
• Select the Closed Date.
• Use the Attachments field to drag and drop or upload your insurer claims correspondence.  The attachment will only be viewable in this claims section. You can alternatively add documents to the Claims Activity which will then only be available in the Activities area. 
• Save.
  • Upon saving you may notice certain fields require updating...ie you cannot close a claim with a Reserve amount, Closed Date can not be before the Date of Loss etc.
• The status saves on the Policy Claims tab.
• The open claim activity will auto close.
• The customer claim that was submitted in pocket (if applicable) will close and the note in that section, visible to the customer only, will update.

 

 

• It is suggested that you add notes to the existing claim activity as opposed to a new one, to keep them all under the same note, however +Add New can also be used.
• Under Activities, there is an + Add New icon.
• If you need to add any additional claims notes, or notes regarding a new or potential claim, you can from here.
• When you select Add New activity, there is an Activity Category of Claim.
• These activities are available for you to close from the activity itself, as you are manually adding them. 

 

Here is an example: