Claims pipeline

Claims pipeline software built on your own stages

Every claim in CRM For Claims sits in stages you write yourself. The stage decides what the office sees, what runs automatically, who is allowed to move the claim on, and how long each step actually took.

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The short version

What a claim stage is in CRM For Claims

A stage is a named position in your claim process — “working on signing the contract”, “waiting for the adjuster”, “ready to invoice the carrier”. It is stored on the claim with the date it entered, the date it left, who put it there and who closed it. Stages are set per company, so the list is yours rather than ours.

You edit that list under Workflow → Project stages, drag the rows into the order your office works in, and search it when it gets long. Each row shows, at a glance, what the stage does on entry, on exit, and while a claim sits in it.

A new account starts with three stages

Potential Customer (LEAD) — un-contacted leads, or contacted before you know whether there is a job.
Completed / Closed — a system stage.
Cancelled — a system stage.

The two system stages are marked as such and cannot be deleted, because the projects list uses them to decide what still counts as active work. Everything between the two ends is yours to write, and most offices end up with far more than three.

Stage rules

One claim can sit in several stages at once

A restoration claim is rarely in one place. It can be waiting on a carrier decision while the crew is already scheduled, and both of those are true at the same time.

Because a claim can hold more than one stage, the useful question is which combinations are nonsense. Each stage carries its own rules, and a stage change that breaks one is refused with the reason on screen rather than saved quietly.

Rule on the stage	What it does	Why an office uses it
Exclusive stage	While this stage is on a claim, no other stage can be active at the same time.	Cancelled, or a hold state where nothing else should look in progress.
Cannot be at the same time with	You pick the specific stages that must never be active alongside this one.	Stops a claim showing as both "waiting for the adjuster" and "estimate approved".
Task gating	Blocks a claim from entering the stage while it still has open tasks.	Keeps an unfinished step from being skipped by moving the claim past it.

These rules are set per stage rather than globally, so you only constrain the steps where a clash would actually produce a wrong answer in a report.

Automation

What happens when a claim enters or leaves a stage

Each stage holds three lists of actions: on entry, on exit, and while in stage. The first two fire at the moment the claim moves. The third repeats on an interval you set — every three days, every week — for as long as the claim stays where it is, so a claim parked in carrier review keeps producing its own follow-ups instead of waiting for someone to remember it.

Action	What you choose when you add it
Send email	An email template, and whether it goes to the claim contacts or the reps on the project team.
Send SMS	An SMS template, with the same choice of recipient.
Create task	A task template, assigned either to a role or to a named person.
Add stages	Other stages to switch on at the same moment.
Remove stages	Stages to close out, so the claim leaves the step it has finished.

Assigning a task to a role rather than a person is the option worth understanding. The task goes to whoever holds that role today, so when someone leaves or covers for a colleague the work still lands on a real desk instead of a disabled account.

Stage automation — the SMS, email and task actions above — is part of the Professional plan. Essentials carries the pipeline, the stages and task management without the automated actions, which is usually where a solo operator starts. Both plans and what each includes are on the pricing page.

Access

Who is allowed to move a claim forward

Access is decided stage by stage

Every stage has an access mode. Either it follows your access levels — sales, manager, administrator — or you switch it to custom and tick the exact people who may use it. A field rep can be free to move a claim through inspection and documentation while the stages that cancel or close out a job stay with the office.

Nobody loses sight of where a claim is

In the claim sidebar a user sees the stages they have access to, plus any stage already on the claim even when it is not theirs to set. So a rep can always read the current position of the job; what changes is whether they can put it there.

History

How long the claim actually sat in each step

Every time a claim enters a stage the system records the date; when it leaves, it records that date, the elapsed time, and the person who closed the step. That history is what lets you answer how long a step took, rather than only where the claim stands now.

Milestone Map

A per-claim screen listing every stage the job has been through, in order, with start date, end date and duration on each row, and the step it is in now left open. It is the screen to open when a customer asks why their claim has taken as long as it has.

Time-in-stage filters and the projects list

Each stage can carry its own age brackets — the defaults are 0–30, 30–60, 60–90 and 90+ days — for filtering and reporting. The projects list shows the stage on every row, filters by any set of stages, and by default leaves out the completed and cancelled work so the list is the claims that still need something.

If you want the process itself rather than the software, our write-up on where restoration claims actually stall between stages covers the handoffs that cost the most time.

Honest limits

What the claims pipeline does not do

It does not arrive knowing your process. The stage list starts nearly empty on purpose, and setting it up around how you already work is part of onboarding on every plan.
Nothing moves a claim except a person or a rule you wrote yourself. A stage changes when someone changes it, when a stage automation you configured adds or removes it, or when a lead arrives from your website form.
It is not a carrier system. It tracks your side of the claim — your steps, your documents, your messages — not the queue inside an insurance company.
It does not replace your estimating tool. Estimates live with the claim; the numbers are still written where you write them today.

If a broad roofing platform is the better fit for how your company runs, the comparison page says so plainly. And the features overview covers documents, e-signatures, messaging and invoicing, all of which hang off the same claim as the pipeline.

FAQ

Frequently asked questions

Straight answers about who we serve, what we automate, and how to get started.

What is a claims pipeline in a CRM?

Can a claim be in two stages at the same time?

Can I use my own claim stages instead of a fixed template?

What can a stage do automatically?

How do I see how long a claim has been in a stage?

Is stage automation included in every plan?