Waiting for a receipt
A claim is open for a stolen laptop. The handler needs proof of purchase, the police reference, and photos of where it was taken from. They email the claimant a list. The claimant replies with the police reference and a photo of a different receipt. The handler replies again. A week later there is still no proof of purchase.
Across the handler's caseload, this is most of the work. Claims are not waiting for decisions; they are waiting for documents. Some claimants send files by email, some through the app chat, some post photos. The handler checks each inbox and attaches files to the claim by hand.
Why document collection drags
The request is the weak point, and it is almost always a free text email.
- Claimants are not told clearly what is needed and in what form.
- Files arrive by several channels and have to be attached by hand.
- Nobody sends reminders unless the handler remembers.
- Wrong or unreadable files are only spotted when the handler opens them.
- Claimants cannot see what is still outstanding.
Slow claims and tired handlers
Claims take longer than they need to, which is the main thing claimants judge you on. Handlers' time goes on chasing and filing, so caseloads feel heavier than they are. Claimants get frustrated and complain. Your claims data shows long cycle times that are really waiting times.
What documents a claim needs is your claims team's decision within your agreements. The build makes it easy for claimants to provide them.
A claim-specific upload page
What we build gives each claim a clear list and a single place to provide it.
- Each claim type has a document list your claims team defines, such as proof of purchase, photos of damage or a repair quote.
- When the claim is opened, the claimant gets a secure link to a page listing exactly what is needed for their claim, with short explanations and examples.
- Uploads attach to the claim automatically, with the item they relate to.
- Simple checks run on each upload: the file opens, an image is not blurry, a receipt shows a date and amount. Problems are shown to the claimant straight away.
- Reminders go out on a schedule you set until everything is provided.
- The handler sees a checklist on the claim showing what has arrived and what is outstanding, and is alerted when it is complete.
- The claimant can see their own checklist, so they know what is still needed.
| Claim type | Typical documents | Automatic check |
|---|---|---|
| Theft of item | Proof of purchase, police reference | Receipt shows date and amount, reference format |
| Accidental damage | Photos, repair quote | Images readable, quote has a total |
| Travel delay | Booking confirmation, delay letter | Dates present |
| Escape of water | Photos, trades' report | Images readable |
If you use a third-party administrator, the upload page can send documents to them in the format they accept.
A caseload that moves
Go back to the stolen laptop. With the upload page, the claimant gets a link the moment the claim is logged. It asks for proof of purchase, the police reference and photos, each with a short example. They upload a receipt; the check reads no date on it and asks them for a clearer copy there and then. Two days later a reminder goes out for the missing photo. The handler's first look at the claim is when the checklist is complete.
Handlers open claims that are complete or nearly so. Reminders happen without them. Claimants know what is needed and can see progress. Handlers spend their time on assessment, and cycle times reflect decisions rather than chasing.
Is document chasing slowing your claims?
- Document requests are free text emails.
- Files arrive through several channels.
- Handlers attach files to claims by hand.
- Reminders depend on the handler remembering.
- Claimants cannot see what is outstanding.