For office admins
The office admin is the person who records the carrier check, files the coverage letter, chases the receipt and pays the reps. CRM For Claims gives each of those jobs one place on the claim, so the next person who opens the file finds it done rather than in someone’s inbox.
The short version
An office admin in a claims CRM records money in and money out, files documents into the claim, sends packets to adjusters and lenders, and books appointments. In CRM For Claims each of those is a screen on the claim or on the company menu, and each writes to the same record the field team and the managers read.
| The job | Where it is done |
|---|---|
| A carrier check arrives | Record one payment on the claim and apply it across several invoices. The picker offers only approved invoices that still carry a balance. |
| A document comes in by email | Upload it into one of the claim's folders, named after the insurance file: Insurance Policy, Mortgage Documents, Permit and the rest. |
| The desk adjuster wants a packet | Tick files across folders, combine them into one PDF and email it from inside the claim. The send is written to the claim's history. |
| An inspector bought materials | They record it themselves from the Tasks screen with the receipt attached. It lands on the same Expenses list you work from. |
| Reps are due their commission | Payables lists one person's approved, unpaid expenses. Tick them, fill in the payment once, click Pay selected. |
| An inspection needs booking | Book it from the claim onto your Google calendar. The address and the project's people are filled in for you. |
Money in
Carriers rarely pay one invoice at a time. A single check can cover ACV on the roof and a supplement on the siding, and if it is applied to the wrong invoice one balance reads too high and another reads paid when it is not. That is the error an office admin spends Friday afternoons untangling.
Invoice types follow the claim: ACV, recoverable depreciation, deductible, Pay When Incurred and their supplemental and appraisal versions. The whole model is on how estimates and invoicing work.
Money out
Every expense sits on the claim it belongs to, with a payee, a type such as labor, building materials, permit fees or commission, the trade it was spent on, and a status from pending through approved and issued to paid.
A field inspector buying materials at a supply house records the expense from the Tasks screen: expense or refund, amount, payee, project, trade and the receipt. It writes exactly the same record the full Expenses form does, and the receipt is filed on the claim. You stop typing in other people’s receipts.
Payables lists every approved, unpaid expense owed to one person across all company projects, filtered by date. Select the rows, enter the payment method, reference number, issued date and proof of payment once, and click Pay selected. Each expense is marked Paid, the proof file is attached to every one of them, and the accounting transaction is posted when a payment account is chosen.
A second, read-only screen, Payments History, answers the question finance asks later: how much has already been paid, to whom and when. It covers any payee, from CRM users to suppliers, installers and mortgage companies, ranked by amount, and counts paid project expenses, paid company overhead and one-off payouts recorded on a person’s profile. Nothing on it pays anybody. The other reports are on reporting and KPIs.
Paperwork
A new company account starts with 34 folders on every project, named after the paperwork an insurance claim produces: Letter of Representation, Insurance Policy, Measurements, Insurance Claim Coverage Documents, Permit, Project Contract Documents, Mortgage Documents, Completion Inspection Documents and the income and expense folders. You can rename, reorder and hide them for the whole company, and add your own.
The detail, including how every file request is checked, is on claim document management. Lenders and their endorsement requirements are kept in the Mortgage Companies directory described on the CRM for restoration companies.
Scheduling
The calendar is your company’s Google calendars, connected once. Choose the project on a new event and the loss address becomes its location, while the homeowner, the Primary Representative and the Field Inspector are added as guests, each invited once even if they qualify twice. Saving asks whether to email everyone, external guests only, or nobody.
The appointments you book every week, such as the initial inspection or the final walkthrough, can be saved as event templates with a default calendar and project variables in the title. Every project also has its own calendar page, so the job’s appointment history sits next to its documents. More on scheduling and calendar.
Honest limits
For the manager’s side of the same office, see the claims CRM for claim managers, and for the rest of the product the features overview.
FAQ
Straight answers about who we serve, what we automate, and how to get started.
Yes. When you record the payment you apply it across as many invoices as it covers. The picker offers only approved invoices with a remaining balance and shows each one's type, amount, balance and due date.
No. Only payments marked received and cleared reduce a balance. An issued payment is visible on the claim but applies nothing, and a returned payment is reversed with a negative entry rather than deleted.
Open Payables, choose the person and a date range, and select their approved, unpaid expenses. Enter the payment method, reference number, issued date and proof once and click Pay selected; each expense is marked Paid with the proof attached.
Yes. From the Tasks screen they record an expense or refund with the amount, payee, project, trade and the receipt file. It creates the same expense record as the full form, so the office does not re-enter it.
Yes. Select files across any of the claim's folders, combine them into a single PDF, and download it or email it from inside the claim. The send is recorded in the project history.
No. It records invoices, payments and expenses against each claim, but it has no general ledger, no tax filing and no two-way accounting sync. QuickBooks appears only as a payment method.
