SUBMITTING TO INSURANCE (SUBX)

SUBMITTING TO INSURANCE (SUBX)

Overview: This article outlines the process for preparing, reviewing, and submitting supplement packages for insurance claims, including specific instructions for different insurers and exceptions.

 What you need:
  • E-list
  • AM Input Sheet (Insurance tab)
  • CSP Management Tool sheet (CSP Passwords)
  • info10.csp@gmail.com / RF’s email
  • Contractors Cloud (for GGR)

Contents:
  1. Procedures
  2. Exceptions
  3. Templates
  4. Final Checklist of Steps
  5. AM’s Email Signature Template

I. Procedures:

Step 1: CHECKING THE SUPPLEMENT PACKAGE

  1. The supplement package will be in the claim GD folder, in the “To Insurance” sub folder.
  2. Download the “To Insurance” folder to your desktop.
  3. The regular/full version of the estimate will be shared to the insurance/adjusters.
    1. This estimate will usually have pictures at the bottom and notes throughout the estimate.
    2. The clean version of the estimate - shared to RF with no photos and notes.
    3. For GGR, we need to upload the clean version of the supplement estimate to their Contractor’s Cloud. Other RF, the clean version should already be in the "TO CLIENT" subfolder.
  4. ALWAYS check if the estimate has the correct client name and logo & correct AM/deal owner name and contact information.
  5. ALWAYS alert the AM/deal owner if there is anything missing/incorrect with the package.
    1. You’ll need to create a CRM note specifying missing documents/incorrect information (e.g. there are no code documents, or the incorrect client is on the estimate).
    2. Create a task for the AM/deal owner to review the note and package for errors.
    3. If we need to do this, we need to confirm which email should be used to email an estimate to the claim.
  1. For American Family Insurance and its subsidiaries like Homesite, their SOL doesn't have the insurance logo and email. The claim numbers are always starting with "0100"
    1. You can also check the pricelist in the SOL, if it says AFICS - it's American family. Sample below:
                                  




STEP 2: SUBMITTING THE SUPPLEMENT PACKAGE TO INSURANCE

REMINDER: Please call the insurance first to confirm the assigned Adjuster (ADJ) on the claim. Document the ADJ’s full name, phone number, and email in the CRM Description box and Current adjuster field in CRM if the assigned adjuster is not the same as the original adjuster.

After ADJ info is confirmed, proceed with the SUBX process.

If no ADJ is currently assigned and insurance confirms one will be assigned upon receiving documents, you may proceed with SUBX — but be sure to document this in CRM notes.

After the client (except GGR) approves the estimate with the Account Manager, it is READY FOR INSURANCE.

  1. Open “Attachment” in the Deal & download the sub folder "TO INS". Please check the video at this LINK. (Timestamp 19:45 - 20:05)  
  2. Check files: supplement estimate with Client Logo and name of Deal Owner, Consent to Correspond (for some clients), Building codes adopted by the town/state, Code Documents, MR (sometimes). Please check the video at this LINK. (Timestamp 20:05 - 27:10) 
  3. Check the subfolder "TO CLIENT" to confirm we have the clean version of the supplement estimate. Please check the video at this LINK. (Timestamp 2:40 - 3:35) 
  4. FOR GGR ONLY: Upload the clean version of the supplement estimate in GGR's Contractor's Cloud. Please check the video at this LINK. (Timestamp: 5:45 - 9:00)
    • Log in to Contractor’s Cloud and search for the deal using the Project Number.
    • Go to “Photos/Files” tab and click “Files”.
    • Go to “Folders”, click “Estimates/Proposals” and you may upload the document.
    • You can find the clean copy under the “Estimates/Proposals" folder.
    • Create a CRM note “Uploaded Clean Copy of the estimate to CC” and toggle “Share to customer”.
  5. Check the deal notes and description box or Current Adjuster field in CRM for information about what email to use for a specific adjuster. If none, check the “Insurances” tab on the AM input sheet: https://docs.google.com/spreadsheets/d/1vL5CyiOHPM4aURiSJds2DOYGof7Ro7Jbkhg9s3h4qkA/edit#gid=489896419. Please check the video at this LINK. (Timestamp 35:17 - 36:00) 
  6. Login to the CSP email, info10.csp@gmail.com
  7. Create a new email. Paste the email address of the adjuster/Insurance (CC: insurance’s central email

     if they have one & the Subject is the     claim number (for all emails to insurance). Please check the video at this LINK. (Timestamp 30:00 - 38:17)
  8. Always BCC our Zoho support email: support@claimsupplementpro.zohodesk.com. Please check the video at this LINK. (Timestamp 36:53 - 37:28)
  9. Email body: use a template specific to the deal owner/AM or the email template found below. Sign the email with the AM/deal owner's name and contact number. Please check the video at this LINK. (Timestamp 31:00 - 33:00) 
  10. Attach the regular supplement estimate and all the other documents in the email (other documents from the "TO INS" subfolder). Please check the video at this LINK. (Timestamp 34:00 - 35:00)
  11. PLEASE DOUBLE-CHECK THE WHOLE EMAIL AND ATTACHMENTS BEFORE SENDING.
  12. After sending, create a CRM note “SENT SUPP PACKAGE TO INS - DATE”, toggle share to customer and change the deal stage to "SENT TO INS". Please check the video at this LINK. (Timestamp 38:25 - 39:21)
  13. Close the task: SUBX Please submit supplement package to INS. Please check the video at this LINK. (Timestamp 39:18 - 39:25)
  14. Create a task for yourself if applicable: CX - Please call INS and confirm receipt, get adj info and best date for follow up. Thanks! Please check the video at this LINK. (Timestamp 39:25 - 41:10)
  15. After sending the email, since it's Bcc'd in our Zoho desk, it will auto populate a new ticket. We need to merge that into the parent ticket.

II. EXCEPTIONS:

  • USAA Insurance – USAA uses a member number + L/R (Loss) number as the claim number (e.g. 020209001-002)

    • Open USAA portal: https://www.partners.usaa.com/pnc_claims_partner/PartnerClaimStatus?action=INIT&providerType=DRP. Please check the video at this LINK. (Timestamp 1:44:00 - 1:44:40)
    • Choose “Property Contractor - Find loss email address” and fill out/follow the prompts. Please check the video at this LINK. (Timestamp 1:44:40 - 1:46:00)
    • Copy the “Loss Email Address” > this will be the email that we will use to send the package. Please check the video at this LINK. (Timestamp 1:46:00 - 1:47:50)
    • Paste the “Loss Email Address” in the deal Description Information box.
      • Email can also be found in USAA SOL (How to Contact: Email)
    • If the portal does not work, you may contact the Insurance and ask for the email address where we can send the supplement.


  • Travelers - They automatically cut off the Claim number if you use it on their site. This is just how their system works and we just need to copy & paste the claim number from our Deal to their site. 

    • Open Travelers' website: https://www.travelers.com/. Please check the video at this LINK. (Timestamp 1:18:30 -1:19:25) 
    • Choose “Claim Center” tab, click “Upload a File”, and fill out/follow the prompts or click this link: https://www.travelers.com/claimuploadcenter. Please check the video at this LINK. (Timestamp 1:19:25 - 1:19:36) 
    • Enter the claim number and date of loss. Please check the video at this LINK. (Timestamp 1:21:49 - 1:22:53)
    • Enter the following details:
      • Business Name: use RF name (Contact Name in Deal)
      • Role: Repairer or Contractor
      • Select “Appraisals or Estimates” then click “Select Files” to upload the documents.
    • After uploading the files, it will auto populate a new ticket. We need to merge that to the parent ticket.

  • Liberty Mutual/Safeco - We use the client’s email when communicating with this insurance. 

    • Open Liberty Mutual portal: https://property-supplements.libertymutual.com/. Please check the video at this LINK. (Timestamp 1:00:40 - 1:02:29)
    • Choose “I am a Contractor” and fill out/follow the prompts manually. Please check the video at this LINK. (Timestamp 1:02:29 - 1:03:16)
    • Enter the following details. Please check the video at this LINK. (Timestamp 1:06:36 - 1:11:30)
      • Claim number: check Deal/SOL
      • Total Estimate Amount: supplement estimate RCV in the deal
      • Supplement Amount: Increase in the deal (Computation: RF approved supplement estimate RCV - original RCV)
    • Select “No” for “Have your repairs been completed?” Please check the video at this LINK. (Timestamp 1:11:30 - 1:11:34)
    • Toggle “Dwelling” and “Other Structure”. Please check the video at this LINK. (Timestamp 1:11:34 - 1:11:52)
    • Enter the following details. Please check the video at this LINK. (Timestamp 1:11:34 - 1:15:19)
    • Leave the field “What is your business Federal Tax ID?” blank.
    • Enter the name of the RF in the Address field and the remaining details will auto populate. Please check the video at this  LINK. (Timestamp 1:12:39 - 1:13:36)
    • Describe: Type “Roof Supplement” and toggle “Scope Change”, “Pricing Differences”, “Overhead & Profit”. Please check the video at this LINK. (Timestamp 1:13:36 - 1:13:45)
    • Drop the Supplement Estimate/Other docs accordingly > Pictures is embedded in the estimate but sometimes we have to drop it in there “Photos” box. Please check the video at this LINK. (Timestamp 1:13:45 - 1:15:19)
    • Click Submit.
    • Create a CRM title “SENT SUPP PACKAGE TO INS - DATE”, create a note “UPLOADED FILES TO THEIR PORTAL” and toggle “Share to customer”. Change the deal stage to "SENT TO INS". Please check the video at this LINK. (Timestamp 1:15:19 - 1:16:45) 


  • State Farm – you can either email the submission or call to ask them to email you the Claim Xperience Link (it is specific for each claim) and then use the link to upload the documents.

    • If you encounter a SUBX task for SF and the date inspected is still within 30 days, please move the due date to the 31st day. The goal is to avoid submitting a SUBX while the claim remains assigned to the original adjuster. Please check the video at this LINK. (Timestamp 49:10 - 52:55)  
    • Call the insurance once a week to check on the claim’s progress.
    • During each follow-up, confirm whether a new adjuster has been assigned to the file.
    • If for example, after 2 weeks (from the inspection date) the adjuster has changed, you may proceed with the SUBX process (no need to wait on the 31st day).
    • If the same adjuster is still handling the file, continue monitoring and follow up again weekly.
    • If the same adjuster is still handling the file after 30 days from the date of inspection, please inform the Deal Owner so they can confirm the RF’s preferred next steps.
    • If the claim status is closed, we can proceed with SUBX.

                        Follow these guidelines based on Senior AM / RM preference:
      1. Vanessa: Supplements → proceed even within 30 days; Reinspection → wait
      2. Jason: Wait for both Supplements and Reinspection
      3. Mandy: Wait for both Supplements and Reinspection

  • Pekin – no centralized email available hence all SUBX needs to be sent to the assigned ADJ. Contact CC to confirm the assigned ADJ on the claim.

  • Other Insurances - if no email or portal is available in the Insurances tab, call the Insurance to confirm how to submit supplements.

III. TEMPLATES

SUBX Email Template (GGR)

Good Morning,

Hope you are having a great day! Please see the attached supplemental estimate and supporting documents for the above-referenced claim.

After review, it would be much appreciated if you would contact me at your earliest convenience to discuss this.

Please reply to confirm that this email has been received, and if you have an idea when we might expect to hear back when the review is completed.

Thank you!

Best regards,
[AM NAME]
[AM PHONE NUMBER]

Customer Contact Information:
HO NAME
HO ADDRESS
HO ADDRESS


SUBX EMAIL TEMPLATE ; ALL OTHER RFs

Hello!

Please find our revised estimate for the above-referenced claim. If you have any questions, please feel free to contact me at your earliest convenience to discuss.

Please confirm that this email has been received. Please release uncontested funds at your earliest convenience.

Thank you!

[AM NAME]
[AM PHONE NUMBER]

Customer Contact Information:
HO NAME
HO ADDRESS
HO ADDRESS

SUBX EMAIL TEMPLATE FOR REINSPECTION

Good afternoon,

Hope you are having a great day! Please see the attached re-inspection estimate for the above-referenced claim.

After review, it would be much appreciated if you would contact me at your earliest convenience to discuss this.

Please reply to confirm that this email has been received and if you have an idea when we might expect to hear back when the review is completed.

Thank you!

Best regards,

[AM NAME]

[AM PHONE NUMBER]

Customer Information:
[CLIENT NAME]
[STRESS ADDRESS]
[CITY, STATE ZIP]

IV. FINAL CHECKLIST OF STEPS

  1. Call insurance to get adjuster’s info before sending package to insurance
  2. Always check the Date of Inspection on HAIL CLAIMS before sending package to Statefarm Claims
  3. FOR GGR ONLY: Upload the clean version of estimate in Contractor's Cloud
  4. Copy and paste email draft. Use claim number as subject
  5. Always BCC our Zoho support email: support@claimsupplementpro.zohodesk.com
  6. Attach documents (TO INSURANCE folder)
  7. Create a CRM note: SENT TO INS - DATE
  8. FOR GGR ONLY: Create a CRM note: Uploaded clean copy to CC - DATE
  9. Change the stage to Sent to INS
  10. Close the task: SUBX Please submit supplement package to INS
  11. Create a task for yourself if applicable: CX - Please call INS and confirm receipt, get adj info and best date for follow up. Thanks!
  12. Merge the ticket - make sure to merge the ticket before EOD.

V. AM's EMAIL SIGNATURE TEMPLATE

Insured Information:

Claim Number:

Thank you,
Vannesa C.
224.805.9777
Best regards,

Gabrielle V.
(847) 388-6989

Customer Contact Information:

Best regards,

Ivy F.
(847) 440-4233
Best regards,

Loraine R.
(847) 461-8095

Customer Contact Information:

Best regards,

Daisy B.
(847) 350-8906

Customer Contact Information:
Best regards,

Louie Anne M.
(847) 416-0010

Customer Contact Information:

Best regards,

Vladimir S.
847-907-1510

Customer Contact Information:
Best regards,

Gail M.
(847) 386-2653

Customer Contact Information:

Thank you so much in advance,

Ericka H.
Frontline Adjusters
(847) 410-9958
Customer Information:
Best regards,

Dawn C.
(847) 306-6843

Customer Contact Information:
Best regards,

Jason T.
217-871-4356

Customer Contact Information:
Best regards,

Irish C.
(847) 416-0431

Customer Contact Information:
Best regards,

Amanda
847-497-0534

Customer Contact Information:
Best regards,

Lizavel S.
(847) 558-2110

Customer Contact Information:

If you have any comments, feedback or questions, please let us know—we greatly appreciate your input. GOOGLE FORM








    • Related Articles

    • Senior AMs' Preferred Approach to Handling Admin Tasks for Their Claims

      Latest update: 09/19/2025 Overview: This article is designed to help admins know how Senior AMs would like the admin tasks on their be handled. What you need: Admin tasks assigned to Admin Tasks Pool by Sr. AMs Contents: I. Who are the Senior Account ...

    • Final Invoices / Certificates of Completion

      WHAT TO DO AFTER THE FI/CoC IS CREATED: *Upload FI/CoC (and permit if needed) into GD *Upload FI/CoC into Contractors Cloud *Assign yourself a task to submit the FI/coC to Insurance with HIGHEST PRIORITY SUBX Submit FI or CoC / CX FUW INS to confirm ...

    • Proliance Updates / Notes

      Laura Self - Office Manager Alan Perales - Approval Specialist/ Main POC for Proliance Bern Echiverri - Reinspection VA Nikko Tidal - Client Specialist (VA) Kimberly Thollander - Supplement Specialist Jetstream note after submitting RE to ...

    • How to Supplement ADDITIONAL ITEMS After Closing/Billing

      PART 1: SUPPLEMENTING ADDITIONAL ITEM(S) AFTER A CLAIM HAS ALREADY GONE THROUGH THE REGULAR SUPPLEMENTING PROCESS How would this come up? Say you've already supplemented and closed a claim during pre-production. Then later when the contractor does ...

    • Case Study: Overpayment

      Objective: The objective of this case study is to analyze how an overpayment discrepancy in an insurance-approved estimate went unnoticed during the supplement review process and to identify improvements that enhance accuracy and prevent similar ...