Claims Management in Chariot
Chariot's Claims module helps you track every customer claim, ensure nothing slips through the cracks, maintain compliance documentation, and surface insights about claim trends and mover performance.
Basics of Creating and Managing Claims
Creating a Claim
You can create a claim from the Claims dashboard (click Add Claim) or directly from a job. When creating a claim, you'll enter:
Job — search and select the associated job
Assignee — the team member responsible for handling the claim
Status — New, Acknowledged, Open, or Closed
Claim Type — customizable categories (e.g., customer complaint, chargeback, online review)
Valuation Type — the coverage on the job (e.g., released value, full value)
Summary — a brief description of the claim
Once created, the claim links to the job—you'll see a banner on the job indicating an associated claim.
Managing a Claim
Each claim has a dedicated page with:
Overview — claim type, valuation, summary, and current step (a customizable field to track exactly where things stand, like "Awaiting Photos" or "Reviewing Evidence")
Office Notes — internal notes for your team (call logs, payout details, etc.)
Key Dates — created date, received date, acknowledged date, and close date (helpful for compliance with state regulations on claim response times)
Claim Items — individual items within the claim, each with its own details
Documentation — upload photos, emails, or scanned documents
Tasks — create follow-up tasks tied to the claim
Timeline — a log of every change made to the claim
Claim Items
A job can have one claim, but claims often involve multiple items resolved differently. For each claim item, you can record:
Item name and type (e.g., Furniture, Wall Damage)
Description of the damage
Movers associated with the item (pulled automatically from the job's crew)
Weight (if applicable)
Customer's claimed value
Settlement amount, type (e.g., repair, payout), settle date, and payment date
Closing a Claim
Once all items are resolved, update the status to Closed. The claim page will display totals for the amount claimed vs. the amount settled.
Claims and Movers Dashboards
Claims Dashboard
Use the Claims dashboard to stay on top of active claims and spot trends.
Filtering and sorting:
Filter by time period, status (e.g., active claims only), assignee, or mover
Sort by received date or created date to see oldest or newest first
Quick insights:
Hover over a claim to see its summary without opening the page
View the current step for each claim at a glance
Use the date filter to see how many claims were created in a given period, how many are closed, and total payouts
Team check-ins: Filter by assignee to review a team member's active claims during one-on-ones.
Exporting: Click Export to download claims data as a CSV for compliance or analysis.
Deleting claims: You can delete a claim, but it's never truly gone—deleted claims remain visible with a "Deleted" status for accountability.
Movers Dashboard
The Movers dashboard helps you identify which movers may be costing you money through damages.
Movers are sorted by damage rate (claims as a percentage of jobs worked)
View total claims value and amount paid out per mover
Click a mover's name to see their specific claims
Use this to coach underperforming movers or make staffing decisions.
Claims Notifications
Stay informed as claims move through your system by enabling notifications.
Go to Settings → Notifications and subscribe to:
Claim Created — get notified when anyone on your team creates a claim
Claim Assigned — get notified when a claim is assigned or reassigned
Claim Status Updated — get notified when a claim moves between statuses (e.g., New → Acknowledged)
Claim Step Updated — get notified when the current step changes (e.g., Awaiting Photos → Reviewing Evidence)
Notifications are available via email and in-app, so you can stay on top of claims without constantly checking the dashboard.