Emails are sent by BriteCore or a user. BriteCore can send emails to agents/agencies, claims adjusters, claims supervisors, and staff. Users can send emails to any recipient.
User-generated emails require no setup to function. BriteCore-generated emails require setup.
Enable claim emails
For all BriteCore-generated emails to function, you must allow claim emails. The Disable Claims Emails setting will control if email notifications are sent or if they're not sent. If you turn on the Disable Claims Emails setting, emails won't be sent. If you turn off the Disable Claims Emails setting, emails will send.
To allow claim emails:
- Navigate to Settings > Modules > Claims > Options.
- Ensure the Disable Claims Emails checkbox isn’t selected. If the checkbox is selected, unselect it.
- Select Save.
Note: If this setting is changed from selected to unselected after your company is live, BriteCore will send past notices to agents.
Receive claim emails
As mentioned above, BriteCore can send emails to specific roles within the system. To ensure these roles receive emails, use the following instructions.
Agents/Agencies
Depending on the site setup, an agent or agency must accept documents electronically and select a valid email address from the Direct Claim Activity To dropdown list in the Contacts module. Additional email addresses can be added to the Direct Claim Activity To field, by typing the email addresses in the Also CC box. See Add an agent and Add an agency for more information.
Claims adjusters
The claims adjuster must have a valid email address and the role Claims Adjuster in the Contacts module. See Add a claims adjuster. The claims adjuster must also be associated with a claim to receive claim-specific emails. See Assign a claims adjuster.
Claims supervisor
The claims supervisor must have a valid email address and the role Claims Supervisor in the Contacts module. See Add a claims supervisor. The claims supervisor must also be associated with a claim to receive claim-specific emails. See Assign a claims supervisor.
Staff
Staff email addresses must be added in Administrative Alerts to receive emails. Navigate to Settings > System Wide > Administrative Alerts > Claims. Type staff email addresses into the appropriate claims administrative alerts boxes.
Email types
| Trigger | Recipient(s) |
|---|---|
| Claim submitted | Administrative alert recipient(s) |
|
Claim status changed Note: When a new claim, with a previously set status, is submitted, the Claim Status Changed email will send instead of the Claim Submitted email. |
Agent, claims adjuster, and/or claims supervisor |
| Claims adjuster or claims supervisor added to a claim | Agent, claims adjuster, and/or claims supervisor |
| Loss report or photos uploaded/deleted | Administrative alert recipient(s) |
| Generation of Loss Notice | Claims adjuster and/or claims supervisor |
| Generation of Claim Acknowledgement Letter | Agent |
| Losses incurred surpasses reinsurance loss threshold | Administrative alert recipient(s) |
| Selected the Email information related to a claim button | Recipient(s) designated by the user |
Claim Submitted
When a new claim without a previously set status is submitted, the Claim Submitted email is sent. When a claim with a previously set status is submitted, the Claim Status Changed email is sent instead of the Claim Submitted email. See the Claim Status Changed section below.
The Claim Submitted email is sent to designated agents in the Agent Claim Submitted box and designated staff in the Claim Submitted box in Settings > System Wide > Administrative Alerts > Claims.
Note: The Agent Claim Submitted box is specific to agents.
To send a detailed email, enable the claim-submission-detailed-email advanced setting. See Claim submission detailed email for more information.
To add attachments to a claim submission email, enable the claim-submission-includes-deliverables advanced setting by typing a comma-separated list of deliverables in the Setting Value box. See Claim submission includes deliverables.
To create and attach the Claim Acknowledgement Letter to the Claim Submission email, enable the agent-create-cal-on-submission advanced setting. The Claim Acknowledgement Letter will be created when the claim is submitted and before the automatic claim submission email is sent. To ensure the Claim Acknowledgement Letter is attached to the claim submission email, enable this setting. See Agent create cal on submission.
Note: To enable these settings, submit a support ticket to BriteCore.
Claim Status Changed
The Claim Status Changed email is sent any time a claim status is changed. If a new claim with a previously set status such as Pending, Unsubmitted is submitted, then the Claim Status Changed email will send instead of the Claim Submitted email because the claim status will automatically change upon submission.
When a claim status is changed, the Claim Status Changed email is sent to the agent, claims adjuster, and claims supervisor associated with the claim. If the advanced setting suppress_claim_status_adjuster_email is enabled, an email won’t be sent to the claims adjuster. If the advanced setting suppress_claim_status_supervisor_email is enabled, an email won’t be sent to the claims supervisor. See Suppress claim status adjuster email and Suppress claim status supervisor email for more information.
Claims adjuster or claims supervisor added to a claim
When a claims adjuster or claims supervisor is added to a claim, BriteCore can send an email to the claims adjuster, claims supervisor, and agent associated with the claim.
The agent associated with the claim will always receive an email when a claims adjuster or claims supervisor is added to the claim.
For claims adjusters and claims supervisors to receive the email, the advanced setting claims_email_adjuster_supervisor_when_added must be enabled. See Claims email adjuster supervisor when added for more information.
Loss report or photos uploaded/deleted
When a file is uploaded to the Reports or Photos sections of a claim, an email is sent to the designated recipient(s) in the Loss Report/Photos Uploaded or Deleted Administrative Alert box in Settings > System Wide > Administrative Alerts > Claims.
Loss Notice
When a claims adjuster or claims supervisor is associated with a claim prior to generating the Loss Notice deliverable and the Loss Notice is created in Settings > Deliverables, an email will be sent to the claims adjuster or claims supervisor with the Loss Notice attached as a PDF.
Claim Acknowledgment Letter
When the Claim Acknowledgment Letter is created in Settings > Deliverables and the agent is selected as the recipient of this deliverable, an email will be sent to the agent with the Claim Acknowledgment Letter attached as a PDF.
Notice of Property Reinsurance Loss
When a claim is associated with a Per Risk XL reinsurance contract and the losses incurred surpass the defined loss threshold, an email will be sent to the designated recipient(s) in the Reinsurance Per Risk XL Threshold Reached Administrative Alert box in Settings > System Wide > Administrative Alerts > Claims.
Freeform email
With the Email Information Related to Claim button, users can create and send a freeform email to recipients of their choosing. See Email information related to claim for more information.