Changes to the Compose Email​

We've made it easier than ever to connect with your contacts.

Our enhanced compose email feature now gives you contextual access to more contacts and a streamlined interface that works just like your favorite email client. The result? You can reach the right people faster, with less confusion and more confidence.

What's changed?

• Sender options (including the case email address and any alternative email addresses) can now be selected from a simple drop down

• Expanded contact options (all contacts associated with claim either directly or indirectly via organisation contacts) so you can communicate with more people
• Add single contacts or groups of contacts with a single click

• Intuitive sender and recipient selection that feels familiar and natural
• Clearer interface

Info​

If you would like further information on this recent change or assistance in configuring Claims Automation in respect of this feature, please reach out to your Customer Success representative.

Communications Page Updates​

We're excited to announce several improvements to the Communications page that make it easier to find and manage your communications.

Enhanced Filtering Options​

• New "Received From" Filter: Easily filter communications based on sender direction (Any, Them, Us) to quickly find specific types of correspondence.
  • Example: Select "Them" to view all incoming communications from claimants, admins, and prospects.
• New Case Contact Type Filter: Filter communications by contact type (Any, Claimant/Admin, Prospect) to better organize your communications.
  • Example: Choose "Prospect" to focus on communications with prospect claimants not known in the dashboard.
• Updated Claim Status Filter: The status filter has been renamed to "Claim Status Type" for clearer navigation.

Pro Tip: Using Filters Together​

• Combine filters to narrow down your search.
  • Example: Combine "Received From: Them" with "Case Contact Type: Claimant" to view all incoming claimant communications.
• Save frequently used filter combinations for quick access later.
• All filters work together using AND logic, allowing precise combinations to find exactly what you need.

New Email Search Feature​

We've added a powerful email search function with the following capabilities:

• Search within specific tabs (Unassigned, Assigned to Me, Assigned to Others, Assigned to My Role, and Concluded).
• Email validation to ensure accurate searches.

Search Tips​

• Searches are limited to the current tab you're viewing.
• The search field automatically clears when switching tabs or applying filters.
• Only complete, valid email addresses will return results.
• Use the "×" button (visible after entering text) to quickly clear your search.

Common Scenarios​

• Finding Recent Client Communications:
  1. Navigate to the "Assigned to Me" tab.
  2. Apply "Received From: Them" filter.
  3. Search for the client's email address.
• Reviewing Prospect Communications:
  1. Select "Case Contact Type: Prospect."
  2. Apply relevant status filter.
  3. Browse or search within filtered results. These updates are designed to help you navigate and find communications more efficiently while maintaining a clean, intuitive interface.

Reminders Enhancements​

What's Changed​

We've improved the reliability of our automated reminder system to ensure you never miss important follow-ups.

More Reliable Reminder Delivery​

• Reminders will now consistently send on their scheduled days.
• The exact time of the reminder check no longer affects whether reminders are sent.
• Recurring reminders (e.g., every 5 days) will maintain their schedule more reliably.

Impact on Your Work​

• More predictable reminder delivery.
• No missed reminders due to timing differences.
• Better consistency for recurring follow-ups.

Example Scenario​

• If you set up a reminder to:
  • Start 5 days after claim creation.
  • Recur every 5 days.
  • Send while the claim remains open. The system will now reliably send reminders on day 5, day 10, day 15, and so on, as long as the claim remains open.

Canned Response Enhancement: Subject Lines​

What's New​

We've added the ability to save and apply subject lines to your canned responses, making your communications more efficient.

New Features​

• Add subject lines to new canned responses.
• Edit subject lines in existing canned responses.
• Automatic subject line population when applying canned responses.
• Works across all communication types:
  • Emails
  • SMS messages
  • Reminders

Benefits​

• Save time by eliminating manual subject line entry.
• Maintain consistency in your communications.
• Streamline your workflow when using canned responses.

How to Use​

• Creating New Canned Responses:
  • When creating a new canned response, you'll now see a "Subject Line" field.
  • Enter your preferred subject line.
  • Save your canned response as usual.
• Editing Existing Canned Responses:
  • Open any existing canned response.
  • Look for the new "Subject Line" field.
  • Add or edit the subject line.
  • Save your changes.
• Using Canned Responses:
  • When you apply a canned response, the system will now automatically:
    • Populate the subject line if one is saved.
    • Leave the subject line blank if none was saved.

Tips​

• Review your frequently used canned responses and add subject lines to save time.
• Use consistent subject line formats across similar types of communications.
• You can still manually edit the subject line after applying a canned response if needed.

Enhanced Communication Headers Update​

We've improved how recipient and context information is displayed when composing messages, making it easier to verify who you're communicating with and in what context.

New Header Information​

• Individual Communications:
  • Recipient's full name (when available).
  • Associated claim name.
  • Email address (if name unavailable).
  • Claim ID (if claim name unavailable).
• Bulk Communications:
  • Total recipient count (e.g., "Sending to 100 contacts").
  • Clear indication of bulk message status.
• Reminder Types:
  • Added clear headers for different reminder types:
    • Case Reminder
    • Claim Reminder
    • Activity Reminder
• Case-Level Communications:
  • Case name is displayed.
  • Contact name or email address shown.
  • Claim information omitted when not applicable.

Benefits​

• Instantly verify your intended recipient.
• Reduce the risk of sending communications to incorrect recipients.
• Better context awareness when handling multiple claims.
• Clear indication of bulk message scope.
• Easy differentiation between reminder types.

Changes to Claims Automation Dashboard Navigation​

Within the next two weeks, we will refresh the look and feel of the side and top navigation elements of the Claims Automation dashboard. We are making these changes to enable a more seamless and efficient transition from one area of the dashboard to another.

Functionality mostly remains the same. Menu items are unchanged and you may still customise the colour of the top navigation bar to help you differentiate between your environments. However, both navigation elements will be ‘sticky’ - they will remain in-situ as you scroll down the main page and expansion of the side navigation will be accomplished using the double chevrons at the bottom of the panel.

Below are some screenshots depicting the new navigation elements. We wanted to share these with you at this time so you can brief your user teams on the upcoming changes and we will confirm with you once these changes have been deployed.

Claims Automation with navigation menu collapsed​

Claims Automation with navigation menu expanded​

Improvements and Enhancements​

Deleted attributes removed from contact filters - a small annoyance for customers, if claim or case attributes were deleted within 'Settings', they would still remain visible in the filter pages. Updates have been made so this is no longer the case, creating a simpler and cleaner user interface for our dashboard users.

Workflow updates - we have been doing significant work recently on workflow in order to provide customers with greater flexibility and choice on how they collect and store data within Claims Automation. This work built on previous workflow functionality within the system and as a result, we've renamed a key activity property from 'workflow key' to 'workflow name'. Where this attribute is exposed in csv and Excel exports, the name has been changed accordingly. More to come on the change of the property in SQLlite downloads in the next release.

Canned Responses - canned responses allow dashabord users to create snippets of text they use frequently in emails and SMS messages and store them so they can insert them quickly and easily without having to type them out. We have made the canned response edit modal more usable - it's bigger and allows users to more easily create canned responses. Plus, you can format the canned response in the rich text editor or as raw HTML if you wish with the formatting being passed into your email when the canned response is applied. All these things add up. Saving you time and effort when communicating with your clients.

Contextualising contact links from Team Tasks - if a team task is raised against a contact, when you view the team task then the contact name is presented as a hyperlink. Clicking this navigates you to the contact page. Previously, this contact would open and you would then have to select the case you wished to view the information for (2 clicks). Given we know the case, we've made it smarter so the case to which the team task relates is already selected for you. Reducing clicks, saving time.

Viewing contact activity on the contact page - previously, it was difficult to see what kind of relationships and activities were associated with a contact from a specific contact page. We showed only the number of claims for which the contact was the administrator for and this caused dashboard users time and effort in click throughs to find out more. As of this release, we have included the following in the case drop down items on the contact page:

• the number of claims the contact is related to through any relationship (admin, claimant, other)
• the number of case activities they have against them
• the number of team tasks (in any state) associated with the contact.

Additionally, with the contact page we have made it easier to understand which relationships the contact has with claims by introducing a 'Relationships' column in the 'List of claims' table on the contacts page.

Bug Fixes​

Dupe browser tabs - Our customers reported dubious behaviour re: tabs when external links were clicked in the Claims Automation dashboard. This is has now been rectified - external links open in their own tab!

Contact details not populating in team tasks - contact details, where available are now populating correctly in team tasks.

Dashboard user cannot set password on account creation - UK dashboard users reported not being able to set passwords for new users that they created. This has now been rectified.

Global search not returning phone numbers - global search now returning phone numbers.

Editing claim statuses - colours and descriptions now saved when claim statuses are created and editied.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claim References - following the deployment of claim references in our last release, thse claim references can now be used to search for claims in the global search box. Additionally, the claim reference is included in the relevant API responses.

For more information about the Claims Automation API, be sure to visit the docs.

Bug Fixes​

Dupe browser tabs - Our customers reported dubious behaviour re: tabs when external links were clicked in the Claims Automation dashboard. This is has now been rectified - external links open in their own tab!

Contact details not populating in team tasks - contact details, where available are now populating correctly in team tasks.

Dashboard user cannot set password on account creation - UK dashboard users reported not being able to set passwords for new users that they created. This has now been rectified.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claim References - although we provide unique GUIDs for our claims, our customers told us that these 16 digit IDs were not user friendly - they were too long and could not easily be used over the phone or in written documents generated by Claims Automation. As a result, we have introduced claim references - 8 character alpha-numeric strings that are unique within the context of a company.

These claim references are generated by Claims Automation everytime a new claim is created (from the case site, on the dashboard or by the API) and initially, these references are available in the following ways:

• on the claim page (as per the image above)
• within claim data exports
• as special token so it can be inserted into emails and generated documents

You can also filter by claims references on the claims page. All current cases you have within Claims Automation will be populated with these claim references so they will be available should you wish to use them and in the next release, we will:

• make the claim references available within the API response
• allow global search by claim reference

Bug Fixes​

Claims data import - unhandled exceptions - Our customers reported to us that during the upload of claims data, there were certain use cases where incorrect data was not highlighed during validation but exceptions were subsequently thrown during processing. This error checking has now been tightened up, ensuring errors and warnings are flagged during validation.

Intermittent failure of bulk exports & imports - over the past few weeks, Claims Automation dashboard users may have experience import and export jobs being momentarily marked as failed. Although these jobs would eventually update (no failure, not data lost), this condition has been identified and fixed.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Security updates - we continuously maintain our software stack to ensure it is up to date and secure. In this lastest round, it's been the turn of the software that we use to provide the dashboard. No new, exciting features i'm afraid on this occassion.

Bug Fixes​

Correct intepretation of URLs in editor panels - when creating reminder content or composing an email, dashboard users can enter rich text into the editor panel and the system converts this to HTML. The systems was incorrectly splitting email addresses and recognising other simple patterns (such as C.A) as URLs. This has now been addressed but it's worth knowing, you can always pop into the 'raw' panel and amend the HTML yourself.

Claims Data Archive Button Behaviour - some may have noticed a small iteration with the availability of the 'archive' button on claim data records. If so, it's a thing of the past now.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Claims Data Sorting

Archived claims data records are now sorted and presented after all active claims data records on the Claims Data page.

API Endpoint for Claim Notes

An API endpoint is now available for Claim Notes. Full details of the endpoint can be found in our API documentation but in summary, customers now have even more flexibility to read and update their data programatically. Here's a sneak preview...

API Endpoint for External Resources

Did you know you can store external resource URLs against claims and contacts? It's been in Claims Automation for a while now so head over to the documents panel and 'ADD A URL FOR AN EXTRENAL RESOURCE'. You can now also read, add and update these via the the API - See our API documentation for more details.

Bug Fixes​

Modifications to incoming comms processing - Microsoft are currently rolling out changes with respect to SRS (sender rewriting scheme) - see here for more details. These changes amend the from address in the forwarded email and as such, the sender's original address was not preserved or recognised by our system resulting in prospects being created by the comms process rather than inbound comms being assigned to a particular contact. An update has been made to ensure we're grabbing unaltered from addresses from the forwarded email message so the comms can be accurately assigned to the contact within Claims Automation.

Claim status rules ordering - an update has been made so that CLaimds Automation users can set the order of claim status rules confidently and easily.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Message and Notification Filtering

As we continue on our journey of ensuring that communications are scoped correctly to the relevant entity (case or claim), we have introduced a filter on the Message and Notification History panel on the claim page.

This filter allows you to see:

• Administrator message and notifications - all messages that are associated with the current adminstrator of the claim
• Claim message and notifications - all messages that are scope to just the claim you are viewing, irrespective of who the communication was sent to.

This filter should help customers in their operational processes as we continue to deploy and transistion fully over to a state where all communication messages are scoped correctly.

Bug Fixes​

Errors and warnings on contact import - warnings and errors have been made more robust on the contact import process, ensuring that validation is applied to phone numbers correctly and imports are not successfully processed if the phone number is invalid.

Export - data attribute type presentation - the system has been updated to ensure that for date attibute types, the content in the export is formatted as a date, not a date time as it was previously.

Token selection on document generation - special token functionality now displays tokens correctly when selecting them in all areas of the dashboard.

Mass bulk exports of contacts - customers are now able to export significant volumes of contacts without error or duplication.

Archived claims data showing in claims data panel - archived claims data records were historically showing in the claims data panel on a claim page. This has been amended to ensure that archived records do not show in this panel (although they are still accessible on the Claims Data tab.)

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.

Improvements and Enhancements​

Special tokens on 'Compose Email' - we've had special tokens for a while in various features giving you powerful access to your data sets when composing content. Now they're available in the 'Compose Email' feature. Use the panel on the right to navigate the data structure and click on the property or attribute to insert.

New UserManagement Permission

As we move to an enhanced data model within Claims Automation to support organisations (more on this migration soon), we have deployed a new functional permission 'UserManagement' that will allow you to separate out access to user management functions from the historical 'company_admin' permission. Greater flexibility and more importantly greater security. No action needed from you at this time but do watch this space.

Case Site Portal Links - Conditional on Case Site Presence

Some of our customers use the Claims Automation Dashboard to manage their data without an associated case site. Understandably, they want to use the rich communication tools to communicate with their clients however, until now these comms have included the call to action (CTA) button to allow the client to go to the case site. With no case site, this was a poor experience.

Now, where case sites are not deployed for a case, we can now suppress the inclusion of the portal CTA button on system generated comms and also suppress the option for Dashboard users to include the CTA button.

Note: This is something that is configured by then implementation team and is not managed by customers through the Dashboard. Be sure to talk to you Customer Success representative if you have any questions about this.

Communication Scoping Currently, communications sent from Claims Automation to a claim administrator about a claim are 'scoped' to the adminstrator contact and the case. Thus, if you were to look at comms in a 'claim page', you will see all comms to that adminstator, irrespective of the claim they refer to.

In response to requirements from our customers and in preparation for greater communiucation features, we have started scoping communications to the claims in various use cases. This is long journey and in this release we have addressed:

• Claim Reminders - when claim reminder communications are sent, these will be scoped to the claim which generated the reminder.
• Case Reminders - case reminders are already scoped at case level.
• Send message to administrators - in this modal, you can now select if you wish to scope the communication you send to the claim or leave it at case level.

In the comming weeks, we will be addressing how these different messages are viewed/filtered on the various comms panels. Watch this space!

Bug Fixes​

Missing token selector on 'Edit Case Reminder' modal - users can now apply special tokens to their case reminders in the edit modal as well as the 'Create Case Reminder' modal. Isn't consistency great?

Consistent presentation of decimal attribute values - a small fix to ensure that values for attributes of type 'Decimal' are presented consistently on the Claims Automation Dashboard.

Persisting claim status entries - the 'Claim status entries' panel now shows all claim statuses, even if the status has been hidden from use elsewhere in the Dashboard.

Consistent from name in email - until now, email communications sent to you clients from one of your Case Sites and email comms from the Dashboard came from different 'from' names. Now, all emails come 'from' the name set in the 'Viewable Company Name'. The current setting for your cases can be seen on the 'Settings' page for each of your cases.

Info​

If you would like further information on any of the above or assistance in using the functionality, please reach out to your Customer Success representative.