Claim assignments

Use Claim assignments to decide who is responsible for a claim as it moves through the Root claims workflow: Capture, Review and Finalise.

This feature ensures that at every stage there’s a single owner who can take action, while the rest of the team has read-only access.

Claim assignments functionality

• Ownership & visibility: Only the assigned user can edit or approve a claim.
• Notifications: The assignee receives an in-app notification and an email with a direct link to the claim when a claim is assigned to them.
• Reassignment: Claims Managers with the Reassign team member permission can move a claim from one user to another at any time, except after Finalise, which is terminal.

Prerequisite steps: Product module configuration

Before you configure team permissions or enable Claim assignments in the Root Dashboard, a developer must:

1. Choose and configure your ideal claim assignment method in your product module configuration. You can choose between:
   • Manual: Select a team member manually for each step. No auto-assignment.
   • Round-robin: Automatically assigns claims in turn among eligible users.
   • Custom product module configuration: Use a custom function to control assignment logic.
2. Deploy that configuration.

See the Claim Assignments developer documentation for full instructions.

Note: Claim assignments will not function until this product module setup is complete. 

Step 1: Enable permissions for claim assignments

1. Click on the Organisation tab in the bottom left corner of your Dashboard
2. Select Roles from the grey menu on the left-hand side.
3. Find the role you want to update and click Edit Role in the top right corner.
4. Scroll down to the Claims permissions section and assign the following permissions to each team member based on their role:
   • Capture: Make Claim Decisions
   • Review: Make Claim Decisions
   • Acknowledge: Acknowledge Claim Decisions, Acknowledge Claim Approval, Acknowledge Claim Goodwill, Acknowledge Claim Repudiation, Acknowledge Claim No Claim
   • Reassign (for managers who need to reassign claims): Reassign team member

Note: Claims Managers should generally have Reassign team member enabled so they can re-route claims if needed.

Step 2: Turn on claim assignments

Once your product module is configured and your team permissions are set up, you’re ready to enable the feature for your claims team. 

1. Click on the Organisation tab in the bottom left corner of your Dashboard
2. Select Features and add-ons from the grey menu on the left-hand side.
3. Scroll to Claims assignments and toggle the feature on.
   • Repeat this in both sandbox and production environments.

Claim Assignments is now enabled for your product module, and your agents will begin receiving claim assignments in the Root Dashboard.

Step 3: Working with Claim assignments in Dashboard

Once the feature is active, here’s how it works for claims agents and managers:

Claims list view: 

• The Assigned to column appears in the Claims list, showing the current owner of each claim.
  
  
• You can filter by Assigned to to view which claims are currently assigned to a particular agent
  
  

Moving a claim through the three-step-review process: When a claim is moved from one stage to the next (e.g., Capture to Review):

• Manual: A pop-up prompts you to select an assignee from the eligible users list.
  
  

• Round-robin: The system automatically assigns the next eligible user, no action is required.
  
  

Notifications: The assigned user receives an in-app notification and an email with a link to the claim. (Only available if you have enabled Notifications on Dashboard.)

Reassigning a claim

Managers or any user with the Reassign team member permission can change the assignee at any time, except after Finalise.

1. Open the claim in the Dashboard.
2. Click Reassign.
   

3. Select a new user and confirm.
   
   
4. The new assignee is immediately notified.