This guide will show you how to add a new claim to a client record, view existing claims, and update claim details as it progresses. Whether you’re an account handler or part of the admin team, these steps will help you manage claims effectively.
Accessing the Claims Area
To view all claims across the system:
Go to the Claims section in the main menu (left-hand side).
You’ll be taken to the Claims Dashboard, which shows an overview of every claim on the system.
Filter Options Available:
Status:
Open
Settled & Closed
Declined & Closed
Withdrawn
Notified Only
Assigned To:
Filter by the user responsible for handling the claim.
How to Add a Claim
There are two main ways to add a claim to the system:
Method 1: From the Client Page
Find the client through the Client menu
Select the client, then go to the Claims section in the Client File
Click on the + Add Claim button in the top right.
This will open a form for you to enter all the claim details.
Method 2: From the Claims Section
Go to the Claims section from the menu
Click the green button + Create Claim
This will open the Add a Claim Modal where you fill out the relevant details
Information Required to Add a Claim
Here’s what you need to complete when adding a claim:
Internal Reference – Your in-house tracking code (optional).
Insurer Reference – The claim number provided by the insurer.
Otheer References - Such as Loss Adjuster, Solicitor, Crime Reference no.
Client - If starting a new claim from the claims dashboard, you will need to select the client.
Claim Type – Select from available claim types (e.g., accidental damage, theft).
Related Policy – Select the policy the claim relates to.
Related Coverages – Choose the section of cover (e.g., buildings, contents).
Related Assets (if applicable) – Select the asset associated with the claim (e.g., a building or vehicle).
Date of Incident – The actual date of the event.
Reported Date – The date you were first made aware of the claim.
Claim Amount – An estimated value (if available).
Excess Paid – Amount the client will need to contribute.
Description of Incident
Include as much detail as possible:
What happened?
When and where did it happen?
Who was involved?
Any third parties or injuries?
Police reference number (if applicable)
Getting accurate “Date of Incident” and “Reported Date” is essential. These are key fraud indicators.
Final Step: Add the Claim
Click:
+ Add Claim
Once added, the claim will appear on both the client’s file and the main Claims Dashboard.
Maintaining and Updating a Claim
To view or update a claim:
From the Client File > Claims, click into the relevant claim.
You’ll now see the full Claim Summary Page which includes:
All initial claim data
Any associated tasks or actions
Related Assets
Limits, Sums Insured, Endorsements, and Exclusions
From the Claims Dashboard
Adding Additional Documents (such as photographs)
Within the Claim file, simply drag and drop photos or additional documents onto the screen, or go to the documents page and upload from here.
Progressing a Claim
At the top of the Claim File, you’ll see a progress wheel showing the current stage of the claim.
When you first record a claim, this will begin at Reported to Broker.
As the claim progresses, BrokerCentral creates tasks to prompt you with the next action required – for example, sending the claim details to the insurer.
To move a claim to its next stage, navigate to the Claims Dashboard and drag the claim tile into the appropriate column, such as Investigation or Cost Evaluation.
The progress wheel within the Claim File will update to reflect the claim’s new stage, helping you see at a glance how far the claim has progressed.
Settling or Closing a Claim
When the claim has reached its conclusion, open the Claim File, click the Actions button and select Close/Settle Claim.
This will open the settlement window, where you can record the final details of the claim before closing it.
Need Help?
If you encounter any issues or have questions, our support team is ready to assist:
Live Chat: Available via BrokerCentral
Email: [email protected]
Telephone: +44 (0) 1403 885 737