Claims-Status Updates
The “any update on my claim?” phone call is the single most-frequent service inquiry inside an insurance agency. It’s also the conversation in which the producer is least helpful — because the producer doesn’t have the update either; they have to call the carrier, who has to call the adjuster, who has to call back.
The snapshot’s claims-status flow eliminates 80% of those calls.
How it works
The workflow watches the claim record (in your AMS or directly in the carrier’s portal where APIs exist) and fires status pings to the insured at each material milestone:
- FNOL acknowledged — “We got your claim. Adjuster will reach out within 24 hours.”
- Adjuster assigned — “Adjuster name + direct line + email.”
- Inspection scheduled — “Confirmation + time + day-before reminder.”
- Estimate issued — “Adjuster sent the estimate. Producer X will walk through it with you. Calendar link →”
- Settlement offered — “Carrier offered $X. Producer X is reviewing. We’ll be in touch within 24 hours.”
- Payment issued — “Payment in transit. ETA per carrier: X.”
- Claim closed — “Claim closed. Quick favor — how did the process go? [review trigger fires here]“
Producer escalation rules
Stalled claims (no update from the adjuster in 5+ business days) trigger a producer alert. Producer escalates to the carrier rep with one click.
After-hours acknowledgment
A claim reported outside business hours gets an immediate AI acknowledgment SMS — “We’ve got your claim, the adjuster will be in touch tomorrow morning, here’s our after-hours emergency line if you need help right now.”
Review trigger at close
Closing a claim is the highest-trust moment in a policyholder relationship. The review-collection trigger fires here for 5-star satisfaction; 1–3-star ratings go to a private inbox for service recovery.