It is the set of stages a claim moves through, from the first call to closed. In CRM For Claims the stages belong to your company, a claim can be in more than one at a time, and each stage records when the claim entered it and when it left.
Claims pipeline software where a claim can be in two stages at once
An insurance job waits on the carrier while the crew is already booked. In CRM For Claims a claim can hold several stages at the same time, and you write the stages, the rules between them and who may set each one.
Project stages
- Potential Customer (LEAD)
- Waiting for the adjuster
- Production scheduled
- Supplement sent no permission to change
- Final walkthrough
The stage names are an example. Every company writes its own.
Your stages, not ours
A new account starts with three stages and an empty middle
We do not hand you a list of mitigation or roofing steps to rename. A new account gets three stages: Potential Customer (LEAD), Completed/ Closed and Cancelled. The last two are marked as system stages and cannot be deleted, because the rest of the system relies on them to tell finished work from open work.
Potential Customer (LEAD)Where a new claim usually starts.
Everything in between is yours
- Inspection booked
- Contract signed
- Waiting for the adjuster
- Supplement sent
- Production scheduled
- Final invoice to carrier
Example names. A public adjuster's list looks nothing like a roofer's, and both fit.
Completed/ Closed and CancelledSystem stages. They keep their names and cannot be deleted.
You add stages under Automations, on the Project stages tab, and drag the rows into the order your office works in. Each stage can carry a short internal note on what it means, which is not shown to customers. Setting the list up from the steps you already use is part of what a new account sets up in the first days.
Stage rules
Three rules that refuse a claim in a combination that makes no sense
Because a claim can hold several stages, the useful question is which combinations are wrong. You set that on the stage itself. When someone breaks a rule, the change is refused and they read why. These are the messages the system shows, with our example stage names in the quotes.
Exclusive
Tick one box on the stage.
While this stage is on a claim, no other stage can be.
What the user seesA "On hold" project cannot have multiple stages! Select only this stage, or others besides this one.
Cannot be at same time with
Pick the stages that clash with this one.
Those pairs can never be on the same claim together.
What the user seesProject cannot have at the same time stages "Waiting for the adjuster" and "Supplement approved"!
Task gating
Tick one box on the stage.
Nobody can add the claim to this stage while it still has open tasks.
What the user seesThis project has active (incomplete) tasks. You cannot add the project to this stage until those tasks are completed.
Access
Who is allowed to put a claim in a stage
Each stage has its own access mode
A stage either follows the user's access level, or you switch it to Custom and tick exactly which people can use it in the claim sidebar. A rep can move claims through inspection and paperwork while cancelling a job stays with the office.
SalesManagerAdminCustom
Nobody loses sight of where the claim is
If a stage is already on the claim and the user may not set it, they still see it in the sidebar, marked "no permission to change". So everyone can read the current position of a job, and only the right people can change it. Levels and the rest of the access model are on the user roles and permissions page.
Complete on upload
A stage that ends when the right document arrives
You can tie a stage to one folder of the claim's files. When a file is uploaded to that folder while the claim is in the stage, the claim leaves the stage on its own: its On exit actions run and the open tasks this stage created are marked completed.
Only a new upload counts. A file that was already in the folder when the claim entered the stage does not complete it. If this is the only stage the claim is in, the claim stays in it, so nothing drops out of the pipeline by accident. The folders themselves are described on the claim document management page.
Signed contract uploaded to the chosen folder
- Stage closed: "Waiting for signature" leaves the claim
- Tasks done: the open tasks this stage created are completed
- On exit runs: whatever you set for leaving the stage
What a stage starts
Work that runs on entry, on exit and while a claim waits
A stage is also where work gets handed out. Each stage holds actions for three moments, and the stage list shows them in three columns beside the stage name, so one screen tells you what fires anywhere in the pipeline.
On entry
Create a task from a template, assigned to a role or to a named person. Add other stages to the claim, or remove ones it has outgrown.
On exit
The same choices when the claim leaves the stage, so the next step starts the moment this one ends.
While in stage
Repeat a task every so many days for as long as the claim sits there. A claim parked with the carrier keeps producing follow-ups.
How tasks are assigned, when they are due and what happens when people change is covered on the automations and tasks page.
History
How long the claim actually sat in each step
Every claim has a Milestone Map: each stage it has been through, with its start date, end date and duration, and the stages it is in now marked as current time. It is the screen to open when a homeowner asks why the job has taken this long.
Milestone Map, example claim
| Name | Start date | End date | Duration |
|---|---|---|---|
| Potential Customer (LEAD) | Mar 3, 9:12 AM | Mar 4, 4:40 PM | 1 days, 7 hours, 28 minutes |
| Waiting for the adjuster | Mar 4, 4:40 PM | Mar 25, 11:05 AM | 20 days, 18 hours, 25 minutes |
| Supplement sent | Mar 25, 11:05 AM | Current time | still running |
| Production scheduled | Mar 25, 11:05 AM | Current time | still running |
The dates and stage names are an example.
Time-in-stage brackets for filtering
Each stage also carries age brackets that group claims by how long they have been in it, for filters and reporting. A new account starts every stage with these four, and you can add your own ranges.
0-30 Days30-60 Days60-90 Days90+ Days
The projects list opens on Active, and every stage is its own checkbox in the filter, so a manager can tick two stages and see exactly the claims in them. Spotting the files nobody has touched is its own topic on the page for claim managers.
FAQ
Frequently asked questions
Straight answers about who we serve, what we automate, and how to get started.
Yes. A job can wait on the carrier while production is already scheduled. To stop combinations that make no sense, mark a stage as exclusive or list the stages it cannot be with, and the change is refused with a message.
No. A new account starts with Potential Customer (LEAD), Completed/ Closed and Cancelled. You write every stage in between in your own words and drag them into your order.
Yes. Turn on task gating for a stage and nobody can add a claim to it while the claim has incomplete tasks.
Open the Milestone Map on the claim. It lists every stage with start date, end date and duration. For many claims at once, use the time-in-stage brackets, 0-30, 30-60, 60-90 and 90+ days by default.