The situation
Claims arrive through an online form or a downloaded PDF. Each one then needs repairers, hire car providers and independent assessors coordinated by phone and email, while the client keeps asking where their claim is up to.
What changed
The claim form feeds a lead-capture form that creates the contact automatically. Each claim becomes a project on one client record, with repairer, hire car and assessor steps as tasks. Claim authorities are e-signed with an audit trail. The client portal shows each client their own documents and progress.
The result
The team coordinates repairers, hire car providers and assessors from one record, and clients see where their claim is up to without having to ring.
“Every claim now lives in one place, and clients can see where theirs is up to without having to ring us.”
Virginia NortonFounder, Norton Auto Claims