What to do when a client has two claims (with different claim #s) for the same property

What to do when a client has two claims (with different claim #s) for the same property

Overview: Sometimes a client will send us two different claims for the same property (e.g., same HO & property address, but two different claim #s). In this case, we enter each claim separately into our systems (as we normally do). However, to avoid any confusion (since the claims have the same HO and address), we include a word in the Deal Name that tells us the difference between the two claims.  

Below is a more detailed explanation of the process:

1) CRM: 

  1. Please create a separate CRM deal for each claim. 
    1. Be sure to indicate in the deal name the distinction between the two claims. For example, if one claim is a roof claim and the other is an interior claim, the names of the main folders might be: 
      1. John Doe (roof) - 123 Main St 
      2. John Doe (interior) - 123 Main St  

2) Google Drive:

  1. Please create separate Google Drive folders for each claim. 
    1. As above, please include in the folder name the distinction between the two claims—e.g., “20110118 - John Doe (roof) - 123 Main St” and “20110118 - John Doe (interior) - 123 Main St.”  

3) AM Input spreadsheet: 

  1. Please add the two claims to the “AM Input” spreadsheet.

4) Desk: 

  1. ​Please create a separate ticket for each claim.

 


    • Related Articles

    • What to do when a client requests two different services for the same claim

      Overview: Sometimes a client will request supplements for a claim that we already worked on (e.g., reinspection estimate). If it is the SAME claim (e.g., same claim #), please: Update the existing CRM deal Create a new GD folder Create a new line ...

    • Closing Claims (CLOX)

      Latest update: 10/25/2025 (please check yellow highlights for the latest update) Overview: This guide is designed to assist Account Managers and Admins who support Account Managers in completing their CLOX tasks or closing deals after negotiations. ...

    • Country Financial (CF) Claims Process for GGR

      Overview We will now handle Country Financial (CF) claims based on the assigned adjuster. Chris Owens has grouped CF adjusters into three categories, and each category requires a specific approach. Vicki will let the AM know if it is category 2 or 3 ...

    • 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 ...

    • 20200114 - ITEMS NEEDED FOR A CLAIM TO BE "READY TO CREATE ESTIMATE"

      ITEMS NEEDED FOR A CLAIM TO BE "READY TO CREATE ESTIMATE" *Updated 3/16/20 There are three main items needed to create a supplement: 1) SOL, 2) Measurements, and 3) Photos. For each of these items, please check the following: 1) Scope of Loss: First, ...