User Guides

Helpcenter

• Using Zendesk Ticketing portal

Policies

• Edit a policyholder's information
• Manage beneficiaries on a policy
• Cancel a policy
• Create a refund request
• Pending policy alterations
• Prevent or resume a policy lapse and NTU

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Claims

• Claims overview
• Open a claim
• Create a note on a claim
• Using the Claims AI Assistant [Beta]
• Creating preset prompts for your Claims AI assistant [Beta]
• Enabling the Claims AI Assistant [Beta]

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Complaints

• View the activity log on a complaint
• Create a note on a complaint
• Open a new complaint
• Manage complaints
• Edit an existing complainant’s personal details
• Close a complaint

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Policyholders

• Create a note on a Policyholder
• Create custom views
• Edit a Policyholder's information
• Policyholder overview
• Upload documents to the policyholder
• View the activity log of a policyholder

Payments

• Add a payment coupon to a policy
• View the payments on a policy
• Mark a fulfilment request as fulfilled or reject it
• Mark a claim payout request as processing or reject it
• Check the status of a claim fulfilment request
• Check the status of a claim payout request

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Notifications

• View and manage your notifications
• Tag team members in a note

Organisation management

• Edit your organisation summary
• Configure the functionality of your organisation
• Whitelist a user email domain
• Edit your organisation's timezone

User management

• View your profile
• Audit user logins and passwords
• Edit your 2 factor authentication settings
• Edit your timezone settings
• Edit your notifications settings
• Edit your password

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User groups

• What are user groups?
• Switch on/off user groups for your organisation
• Create a user group
• Edit a user group
• Add a team member to a user group
• Reassign or remove a team member from a user group.

Data management

• Create data export templates with an AI Assistant
• Enabling and accessing Insights on Root