A claim moves through its lifecycle in three ways: some statuses update automatically as the customer files and submits, some are derived by the system, and the working statuses are set by hand by a claims agent. The sections below define each status and describe what causes it to change.
Getting started — the claim opens
Status | What it means | What changes it |
Created | The claim record exists but hasn't been sent to the customer yet. | Automatic — set the moment a claim is created, whether an agent opens one, a partner integration generates it, or a customer starts one. |
Invited | The customer has been sent an invitation to file their claim. | Automatic — when the claim invitation is sent (SMS or email). |
The customer files it
Status | What it means | What changes it |
Started | The customer opened their claim and began filling it in. | Automatic — when the customer opens and starts it. (A claim also reverts here if the customer edits items after already submitting.) |
Submitted | The customer finished and submitted their completed claim. | Automatic — when the customer submits, through the Submit action. It cannot be set by hand from the status picker. |
The company confirms and reviews it
Status | What it means | What changes it |
Acknowledged | The moving company has confirmed receipt of the submitted claim. | Automatic — Applied automatically once the claim is submitted and the acknowledgment email is sent. This status is system-only. |
Needs Review | A claim has not been reviewed yet. | Automatic — Applied automatically after the claim has been acknowledged. |
Under Review | A claims agent is actively reviewing the claim. | Manual — a claims agent sets it. |
Awaiting Shipper | Paused, waiting on the customer for more information. | Manual — a claims agent sets it. |
Awaiting Vendor | Paused, waiting on a vendor (e.g., a repair or replacement source). | Manual — a claims agent sets it. |
In Determination | The claim's disposition is in final decision‑making. | Manual — a claims agent sets it. |
Closing it out
Status | What it means | What changes it |
Closed | The claim is closed. | Manual — a claims agent closes it. |