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Claim Process

Provided below is an overview of the KAVA CRM Claim Process. Follow the steps below and
tick the corresponding checkboxes in CRM when you are finished with each step.

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1.  Send Claim Form to Client

Send the relevant claim form to the client.

When completed, ✅  the Claim Form Sent to Client checkbox or specify as 'N/A'.

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2.  Obtain Claim From from Client

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3.  Notify Insurer of Claim

Once received back from the client, attach the completed claim form as an Attachment to the Claim record. Update any relevant information on the Claim record.

When completed, ✅  the Claim Form Received from Client checkbox or specify as 'N/A'.

Notify the insurer of the new claim.

When completed, ✅  the Insurer Notified checkbox or specify as 'N/A'.

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4.  Obtain Acknowledgement from Insurer

Process the acknowledgement from the insurer by updating all relevant CRM fields including the Insurer Claim Number. Please attach the insurer email as an Attachment to this Claim record.

When completed, ✅  the Claim Acknowledged by Insurer checkbox or specify as 'N/A'.

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5.  Appoint an Assessor

If an assessor is required, please associate the assessor's Contact record to this Claim record. To do this, click on the Contacts tab then click the 3 dots ('...') on the far right side of the Contacts section. You can then choose to a a new Contact or assign an existing Contact. 

When completed, ✅  the Assessor Appointed checkbox or specify as 'N/A'.

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6.  Complete Assessment/Investigation

If an assessor has been assigned, please add a Note to this Claim record to describe the assessment/investigation performed. Also, attach any relevant documents to this Claim record.

When completed, ✅  the Assessment/Investigation Completed checkbox or specify as 'N/A'.

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7.  Approved, Declined or Withdrawn?

Based on the feedback from the insurer, please indicate if the claim has been approved or declined. Please create a Note to capture any details about the insurer's decision and attach any relevant documents to this Claim record.

If the client has withdrawn the claim, ✅  the relevant checkbox.

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8.  If Claim is Approved.

Now that the claim has been approved, please ensure that all outstanding activities are completed before finalising the claim.

When all is completed, ✅  the Claim Finalised checkbox.

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9.  If Claim is Declined.

Now that the claim has been declined by the insurer, please ensure that any outstanding activities are completed before finalising the claim.

 

When all is completed, ✅  the Claim Finalised checkbox.

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10.  If Claim is Withdrawn

Now that the claim has been withdrawn by the client, please ensure that any outstanding activities are completed before finalising the claim.

 

When all is completed, ✅  the Claim Finalised checkbox.

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