A customer who finds damage after a move fills a claim form with photos. The automation attaches the move's inventory and condition report, routes the claim by value to the office manager or owner, keeps the customer updated and sends a settlement letter to sign.
Typical results
≈6 hrs/wk
Office time no longer spent collecting claim files
100%
Claims with inventory and condition report attached
≈40%
Fewer customer calls asking about claim status
Figures reflect typical results for this kind of automation.
The challenge
Damage claims after a move arrive by phone, email and WhatsApp, often without photos. The office digs the inventory sheet and condition report out of paper files, the owner hears about large claims late, and insurer forms are filled by hand. Claims drag on for about three weeks, and customers call repeatedly for updates.
Before and after
Days to close a damage claim
−76%Office hours on claims per week
−75%Status calls from the customer per claim
−40%The automation
Customers submit a claim form with photos and a description within the 7 days the contract allows. A flow in Make finds the move in the job sheet and attaches the inventory sheet, the crew leader's notes and the signed condition report. Claims below a set value go to the office manager, and larger ones go to the owner with a pre-filled insurer claim form. The customer gets an update at each stage and a settlement letter to sign online.
How it works
- 01
Claim form submitted
Within the 7 days the contract allows, the customer submits a claim form with photos and a description of the damage.
- 02
Move records attached
The automation attaches the move's inventory sheet, the crew leader's notes and the signed condition report.
- 03
Routed by claim value
Claims below a set value go to the office manager, and larger ones go to the owner with a pre-filled insurer claim form.
- 04
Customer kept updated
The customer gets an update when the claim is received, under review and decided.
- 05
Settlement signed online
Once decided, the customer receives a settlement letter to sign online, and the claim is closed on the job record.
Starts from
- Claim form with photos
- Move inventory and report
Delivers
- Reviewer by claim value
- Settlement letter to e-sign
- Customer status updates
The impact
Claims close in about 5 days instead of 3 weeks, and every file has photos, the inventory and the condition report from the start. The office saves around 6 hours a week, status calls drop by about 40%, and large claims reach the owner and the insurer while the details are fresh.
Questions about this automation
How is a claim matched to the right move?
The claim form asks for the move date and the phone number used for the booking, and the automation finds the job in the job sheet. If no match is found, or two moves fit, the claim is held for the office manager to link by hand before routing continues.
Who decides which claims go to the owner?
The company sets a value threshold and any extra rules, such as sending every claim about a missing item to the owner. Claims above the threshold go to the owner with the insurer claim form already filled from the move record, and the office manager handles the rest in the same tracker.
What happens if a claim arrives after the 7-day window?
Late claims are still recorded, but they are marked as outside the contract window and routed to the owner for a decision. The customer receives a message explaining the policy and confirming that the claim is being reviewed. This is a multi-step build, usually rolled out in stages.