Set up Claims email correspondence

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.

Enabling claim emails

For all BriteCore-generated emails to function, you must allow claim emails.

To allow claim emails:

  1. Navigate to Settings > Modules > Claims > Options.
  2. Ensure the Disable Claims Emails checkbox isn’t selected. If the checkbox is selected, unselect it.
  3. Select Save.

Note: If this setting is changed from selected to unselected after your company is live, then BriteCore will send past notices to agents.

Receiving 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

TriggerRecipient(s)
Claim submittedAdministrative alert recipient(s)
Claim status changedAgent, claims adjuster, and/or claims supervisor
Claims adjuster or claims supervisor added to a claimAgent, claims adjuster, and/or claims supervisor
Loss report or photos uploaded/deletedAdministrative alert recipient(s)
Generation of Loss NoticeClaims adjuster and/or claims supervisor
Generation of Claim Acknowledgement LetterAgent
Losses incurred surpasses reinsurance loss thresholdAdministrative alert recipient(s)
Selected the Email information related to a claim buttonRecipient(s) designated by the user

Claim submitted

When an agent submits an FNOL, an 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

When a claim status is changed, an 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.