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Track a Claim

Monitor your claims through approval and communicate with the distributor when action is needed.

Video coming soon

This video is in the works.

What you'll learn​

  • Filtering claims (ongoing, action required, drafts, done)
  • Reading claim status and summary
  • Using the communications tab to respond

Before you start​

  • Go to Services and open the Claims tab (it opens by default).

Steps​

  1. Narrow the list with the filters: All claims, Ongoing Claims, Action Required, Drafts, or Done.
  2. Use the search box ("Search a code, serial number, item or client...") to find a claim, and reorder the list with the sort menu (for example By most recent activity or By Status).
  3. Click View Claim on a card to open the claim.
  4. On the Details tab, review the status, claim elements, and the Claim Summary (subtotals, deductible, and total). Once the distributor has processed the claim, the summary also shows the Refunded amount with its credit number underneath.
  5. If the status is Information Required, update the requested fields and click Update Claim, then Submit Claim. For a Draft, use Update Draft, Delete Draft, or Submit Claim.
  6. Open the Communications tab to read messages from the distributor. Type your reply in the "Write your message" box and send it, or click the file icon to attach a file.

Good to know​

  • Status meanings:
    • Draft — saved but not yet submitted.
    • Pending Approval — submitted and awaiting the distributor's review.
    • Information Required — the distributor needs more information; action is required from your dealership.
    • Approved / Rejected — decision made (a rejected claim shows the reason at the top of the Details tab).
    • Resolved — closed, with the refunded total shown.
  • Filters map to statuses: Ongoing Claims = Information Required + Pending Approval; Action Required = Information Required; Drafts = Draft; Done = Approved.
  • The Communications tab becomes available only once a conversation exists for the claim.
  • A claim with a message you have not read shows an envelope icon on its card ("New message") and a dot on its Communications tab. Opening the tab marks the messages as read.
  • When a conversation is locked, the message box reads "The chat is locked" and you can no longer send messages or files.
  • Once a refund is recorded, the claim's card in the list shows the refunded amount instead of the claimed total.
  • If your account is not allowed to see prices for some item types, the affected amounts show N/A.
  • When claims need your attention, the Claims card on the dashboard shows a badge such as "2 claim(s) require your action". Click it to open the list with Action Required already selected.
  • Advanced > Export all downloads the current list to Excel.