Document management

Claim document management built around the insurance file

Every claim in CRM For Claims opens with the folders an insurance file actually needs — policy, coverage letters, measurements, permit, contract, invoices. Each folder carries its own permissions, and nothing in them can be reached by guessing a URL.

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The short version

The folder list is the claim file, not an empty drive

A new company account starts with 34 folders on every project, named after the paperwork a restoration claim produces: Letter of Representation, Insurance Policy, Measurements, Weather Verification Reports, Insurance Claim Coverage Documents, Appraisal Documents, Permit, Project Contract Documents, Work Order Documents, Mortgage Documents, Completion Inspection Documents, Email Communication, and the income and expense folders that the money screens read from.

That matters more than it sounds. A generic drive gives you a blank folder and a naming convention nobody follows. Here the destination for an approval letter already exists on day one, with the same name on every claim, which is what makes a file findable two years later when the carrier asks.

You are not stuck with our list

Rename anything. The label you see is yours to change; the folder keeps its own identity underneath so its files stay attached to it.
Reorder by dragging into the order your office works in, for the whole company at once.
Hide what you never use. A hidden folder disappears from the page instead of being deleted, and can be switched back on.
Create your own folders alongside the built-in ones. Two companies can both have a “Site Photos” and they never touch.

The 34 that ship with the system can be renamed, reordered and hidden, but not deleted — other screens, such as Income and Expenses, list files out of specific folders and would lose them.

Permissions

Who can see which folder, decided folder by folder

A claim file is not one bucket of trust. The homeowner's signed contract and a photo of a shingle bundle do not belong behind the same door.

Six separate rights are set per folder, per user, and they are additive on top of the company-wide ones. To narrow someone down to a single folder an administrator removes the blanket right first — which is deliberate, because it means turning this on took nothing away from anybody who could already do their job.

Right on the folder	What it controls
View	Whether the folder appears on the claim at all. A folder a user cannot view is not on their page.
Upload	Add files to this folder. Granted per folder, or company-wide for someone who files everything.
Edit any / edit own	Rename a file. "Own" means the file this person uploaded, because every upload records who made it.
Delete any / delete own	The same split for removing a file — a field rep can clear up their own mistake without being able to delete the signed contract.
Move	Move a file from one folder to another. Usually kept with the office, because it is how a misfiled document gets corrected.
Manage folders	Rename, reorder, hide and create folders for the whole company. This is an administrator right, not a per-claim one.

The common setup is that field staff upload freely into the folders they fill — measurements, photos, inspection documents — while the finance and management folders open only for the office. Stage access works the same way on the pipeline, so the same person's limits are consistent across the claim.

Working with files

What you do with twelve files at once

Documents are rarely handled one at a time. You tick files across as many folders as you need — or tick a folder heading to take everything in it — and then choose one action for the whole selection.

Action	What happens
Download selected files	One file downloads as itself. Two or more always arrive as a single ZIP, because browsers block a burst of separate downloads.
Combine into one PDF and download	Merges the selection in order into a single PDF — the usual way a claim packet leaves the system.
Email selected files, or combine and email	Sends from inside the claim, either as attachments or as one merged PDF. The send is written to the project history.
Move selected files into another folder	Bulk re-filing. The file keeps its uploader, so "own file" rights follow it to the new folder.
Send files for preview via SMS	Texts the homeowner or the mortgage company a link to exactly the files you ticked. The link can be revoked later.
Delete selected files	Only appears for users who hold the delete right. Everyone else does not see the option.

The merge-and-send actions are the ones offices use daily: a supplement going to the desk adjuster is one PDF built from the estimate, the photo report and the coverage letter, assembled from the claim rather than from someone's downloads folder.

Access to the files themselves

A document is not public because you know its address

Every file request is checked

The web server does not hand out stored documents. A request for a file goes through the application, which asks the same question the page asked: does this visitor hold the right to this folder, or a share link that is still valid, or the page-level right that lists this file elsewhere? If the answer is no, the file does not open — including for someone signed in to a different company.

Customer links are specific and revocable

When you text a homeowner a document, the link carries only the files in that selection. It is not a login and it is not a folder. If it goes to the wrong number, or the claim moves on, the link can be revoked and the viewer stops working.

File activity also lands in the project's own history alongside stages, tasks and messages — who uploaded a document, who emailed one out, and when. That is the record you read back when a claim is disputed and the question is what was sent and on what date.

Beyond the claim

The documents that do not belong to one job

Not every document is a claim document. A separate Documents Database holds the company's own material — blank contracts, warranty templates, licence and insurance certificates, the paperwork a new hire signs — in its own folders, viewable as a grid or a list, with rename, move, share links and a trash you can restore from.

Building code requirements, attached by city

Six read-only folders carry the adopted building codes and roofing, siding, window and gutter requirements for the project's municipality. They appear on a claim only when a record exists for that city, and nobody has to remember which code book applies to which address.

Signing, when the document needs a signature

Documents Hub generates a document from a template with the claim's own data already in it, sends it for signature, and files the signed copy back. It is part of the Professional plan; folders, uploads and per-folder permissions are in Essentials. Both plans are set out on the pricing page.

Honest limits

What the document management does not do

It does not read inside your files. Search finds a claim by address, name, claim number or policy number — not a phrase buried on page 9 of a scanned PDF.
It is not a synced drive. There is no folder on your desktop that mirrors the claim; files go in and out through the claim itself.
The folder list belongs to the company, not to one claim. Change it and it changes on every project, which is the point — but it means a one-off folder for a single job is not how this works.
Deleting is deleting. A file removed from a claim folder is gone; the restorable trash is in the Documents Database, not on project files.

If you want the wider picture first, the features overview covers documents alongside messaging, scheduling and invoicing, and the comparison page says plainly where a broad roofing platform fits better than a claims-first one.

FAQ

Frequently asked questions

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

What document folders does a claim start with?

Can I stop some users from seeing certain documents?

Can a customer open a document without an account?

Can I email several claim documents as one PDF?

Are stored documents publicly accessible by URL?

Is document management included in the entry plan?