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A claim is a client’s request to be paid the benefit their policy promises: on a death, a maturity, a hospitalization, a surrender, or an accident. Insurance Advisor tracks each claim against the policy it belongs to and carries it through a clear set of stages, from the moment it is registered to the day it is settled. This page explains the claim lifecycle, the fields you capture, and who does what.

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The claim lifecycle

A claim moves through a set of stages over its life. An advisor registers it and files it; an admin reviews, approves, and settles it.

Registered

The claim has been logged against the policy. This is the starting point.

Submitted

The claim and its documents have been submitted for the agency to act on.

Under Review

The agency is assessing the claim and the supporting documents.

Approved

The claim has been accepted and is cleared for settlement.

Settled

The benefit has been paid out, with the settlement amount and date recorded.

Rejected

The claim was declined. The reason is captured in the remarks.
When a claim is filed, the owning advisor and the agency admins get an in-app alert that a claim has come in, and the client gets a confirmation that theirs was received. Nobody has to remember to pass the message on.

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Field guide: the claim record

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Filing and settling a claim

1

Register the claim (advisor)

Open the claim area, choose the policy, pick the claim type, and enter the amount and the incident date. This creates the claim in the Registered stage.
2

Attach documents and submit

Add the supporting documents the claim type calls for, then submit the claim. The advisor and admins are alerted, and the client is told theirs was received.
3

Review (admin)

An admin moves the claim to Under Review and assesses it against the policy and the documents.
4

Approve or reject (admin)

The admin approves a valid claim, or rejects it and records the reason in the remarks.
5

Settle (admin)

On an approved claim, the admin records the settlement amount and date and marks it Settled. The benefit has been paid.
Register a claim against the correct policy and with the right claim type from the start. The claim type (for example Death versus Maturity) shapes how it is assessed and which documents are expected, so a mis-typed claim slows the whole review.

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Who does what

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Dependencies

  • Before you can register a claim: an issued policy must exist for the client. See Managing policies.
  • What a claim needs: the claim type, the amount, and the supporting documents for the review to proceed.
  • What a claim feeds: a settled claim records the amount paid against the policy, and the alerts keep the advisor, the admins, and the client in step throughout.

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Best practices

  • Log the incident date, not just the claim date. The date of the event behind the claim matters for the assessment, so capture it alongside the date you are filing.
  • Attach documents up front. A claim with its paperwork already attached moves through review faster than one that has to be chased for documents.
  • Record the settlement in full. Enter the settlement amount and date when you settle, so the claim history is complete and reconcilable later.
  • Use the remarks on a rejection. A rejected claim should always carry the reason, so the client and the advisor understand the outcome.