New Claim Task Page​

We’re introducing a dedicated Claim Tasks page to make managing claim-related tasks easier and more efficient.

Until now, tasks relating to a claim have been accessed primarily via a task panel on the Claim page, making it harder to see the full picture of work in progress for a specific claim and navigate between those tasks, especially as the number of tasks on a claim increases. With this update, expected between Thursday 20th November 2025 and Tuesday 26th November 2025, you can view and manage all claim-related tasks together into a single, centralised view.

What's changing?

• Dedicated Claim Tasks View: Each claim will have its own Claim Tasks view accessible from the Claims page. When opened, it displays all tasks linked to that claim as well as the task in focus (if opened from a task).

• Single-Screen Task Management: Rather than selecting a task and having it open in a separate window, you’ll now see a task list on the left-hand side of the view. Selecting a task from that list displays its details on the right, allowing you to view, edit, and complete tasks on one screen with fewer clicks.
• Top 5 tasks shown on the Claim page: To keep the Claim page focused and uncluttered, only the top five tasks will appear directly on the claim page. Users can view the complete list of tasks by selecting View Claim Tasks, which opens the new Claim Tasks view.

What stays the same?

• The My Tasks and Team Task pages within Claim Automation remain the same
• The ordering of tasks by due date and created date in both the Claim page Tasks panel and the Claim Tasks view remain the same
• Presentation of case team tasks on the case contact page remains the same

The benefit? These interface improvements are designed to make the management of claim tasks more efficient by:

• Moving all the tasks onto a dedicated view
• Enabling easier navigation when switching between tasks

Additionally, by moving all claim tasks associated with a claim to a dedicated view and showing only a subset of 5 on the Claim page, the performance and usability of the Claim page is improved for all our customers.

Info and Feedback​

If you would like further information on these upcoming changes, need assistance with the enhanced contact page interface or have feedback that you would like to share, please reach out to your Customer Success representative.

Enhanced Contact Page Interface​

Following our recent contact page improvements, we've now further refined the contact page.

As per the last communication, we're addressing the contact page in stages. The first set of changes launched approximately two weeks ago and focused on better organisation of the contact page. This release finalises the changes to the contact page with a sliding edit panel, relocation of case panels on the page and relocation of the case contact attributes.

What's changing?

• Panel-Based Organisation: We've restructuring the contacts page with distinct functional panels that segregate different aspects of contact and case contact information. This reduces visual clutter and makes it easier to focus on specific areas of contact or case contact data without being overwhelmed by everything at once.

• Access to Case Attributes: Case attributes can now be accessed from the 'VIEW ATTRIBUTES' button next to the selected case name. Case attributes will be presented in a slide out panel.

• Edit Contact Details: Editing contact details are now presented in a slide out panel.

What stays the same?

• All existing contact information remains fully accessible
• Permissions and access controls for contact data are unchanged
• All contact functionality remains available, just with improved organisation and flow

The benefit?

These interface improvements are designed to make your daily contact management tasks more efficient by:

• Creating logical separation of contact information through panel organisation
• Providing a cleaner, more focused user experience that aligns with our updated claim page interface
• Creating an interface that can be used for cases with vary numbers of attributes.

Info and Feedback​

If you would like further information on these upcoming changes,need assistance with the enhanced contact page interface or have feedback that you would like to share, please reach out to your Customer Success representative.

Enhanced Contact Page Interface​

Following our recent claim page improvements, we're now turning our attention to the contact page with the first phase of interface enhancements designed to create a more intuitive and streamlined user experience.

We're addressing the contact page in stages. The first set of changes is launching imminently and focuses on better organisation of the contact page. This will be followed shortly by further updates in how the edit

What's changing?

• Panel-Based Organisation: We're restructuring the contacts page with distinct functional panels that segregate different aspects of contact and case contact information. This reduces visual clutter and makes it easier to focus on specific areas of contact or case contact data without being overwhelmed by everything at once.

• Repositioned Case Selector: The case selector functionality has been moved to the middle of the page for better accessibility and improved workflow efficiency.

• Edit Contact Details: Editing contact details now occurs in a separate page as an interim solution. Further updates will see this moved to a slide out page as per previous claims page changes.

What stays the same?

• All existing contact information remains fully accessible
• Permissions and access controls for contact data are unchanged
• All contact functionality remains available, just with improved organisation and flow
• Contact attributeds and case contact attributes remain accessible on the contact page for now (these will be moved in the next iteration)

The benefit?

These interface improvements are designed to make your daily contact management tasks more efficient by:

• Creating logical separation of contact information through panel organisation
• Providing a cleaner, more focused user experience that aligns with our updated claim page interface

What's next?

This represents the first phase of our contacts page enhancement programme. Future releases will build upon these foundational improvements with additional features and refinements based on your feedback and usage patterns.

Info​

If you would like further information on these upcoming changes or need assistance with the enhanced contact page interface once it launches, please reach out to your Customer Success representative.

Updated Claim Page Experience​

We're continuing to refine the Claims Automation dashboard user interface to address usability and performance concerns, making your daily workflows smoother and more intuitive.

This week brings two key improvements to the claim page that will reduce visual clutter, improve navigation, and make claim information easier to access and update.

What's changed?

• Simplified Claim Details Panel: We've streamlined the information displayed in the claim details panel, focusing on the most essential details you need at a glance. The update process for claim details has also been simplified, reducing confusion and improving overall efficiency.

• Dedicated Claim Attributes Page: Claim attributes now have their own dedicated page, accessible directly from the claim interface. This change addresses two key improvements:
  • Reduced scrolling: Claims with many claim attributes no longer create lengthy, difficult-to-navigate claim pages. Load times for claim pages where there are many attributes are also improved.
  • Better layout: Attributes are now presented in an optimised layout designed specifically for viewing and managing claim attibutes. This provides a foundation for future improvements too regarding the layout of attributes.

What stays the same?

• All existing claim information remains fully accessible
• Your established claim management workflows continue to work as before
• Permissions and access controls for claim information are unchanged
• All claim functionality remains available, just with improved organisation

The benefit?

These interface improvements are designed to make your daily claim management tasks more efficient by:

• Reducing visual clutter on the main claim page
• Improving load times and overall performance
• Making claim attributes easier to review and update
• Providing a cleaner, more focused user experience

Info​

If you would like further information on this recent change or need assistance navigating the updated claim page interface, please reach out to your Customer Success representative.

Claims Automation Visual Refresh​

We're starting the journey to a fresher look and feel for your dashboard.

This update introduces the first phase of visual improvements to the Claims Automation dashboard. While all functionality remains exactly the same, we've begun modernising the interface to create a more contemporary user experience that accomodates both current and future functionality.

What's changed?

• Updated visual styling throughout the dashboard for a cleaner, more modern appearance
• Refined color palette and typography for improved readability
• Enhanced button and form element styling across all dashboard sections

What stays the same?

• All existing functionality remains unchanged
• Your data, processes, and user permissions work exactly as before
• No retraining required - everything operates the same way

This visual refresh marks the beginning of our ongoing modernization efforts. You can expect additional interface improvements and new features in future releases as we continue enhancing your Claims Automation experience.

Info​

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

Enhanced Team Task Management​

We've completely reimagined how you interact with tasks to help you stay organised and work more efficiently.

Our enhanced team task functionality puts your personal tasks front and center while introducing powerful new features like task templates and an improved interface. The result? Better visibility, streamlined workflows, and less time spent on task administration.

What's changed?

• My Tasks: Your assigned tasks now appear prominently on the dashboard homepage, giving you instant visibility of everything on your plate at a single glance. Access to recent cases and claims/matters is retained in their specific tabs.

• Improved Task Panel: Team tasks on claim pages are now displayed in a sleek slide-out panel instead of a modal, providing better context and easier navigation while keeping you connected to the underlying case.

• Claim Page Task Ordering: Tasks in the claim page panel are now intelligently ordered by due date first, then by created date, ensuring the most urgent items always appear at the top.

• Simple and Recurring Tasks: Historically, you have had the ability to capture simple team tasks against cases, case contacts and claims. We have complimented this with the ability to create goals and underlying recurring tasks on claims. For a given goal, recurring tasks will be created for you at a specified cadence. Goals and recurring tasks are shown and differentiated in the claims page team task panel and on the 'my tasks' page.

• Task Templates: New template functionality allows you to set up simple and recurring task configurations that your team can apply with just a few clicks, eliminating repetitive typing and other set up work. Accessible from the 'Team Tasks' page with the relevant permission on your user role ('Task Management'), users can create both simple and recurring task templates for use by their team when creating new team tasks.

What stays the same?

• The main Team Tasks page continues to function as before, with full filtering capabilities and bulk actions for managing multiple tasks at once
• All existing task data, assignments, and permissions remain unchanged
• Your established workflows and processes work exactly as they did before

These improvements are designed to reduce clicks, improve task visibility, and help your team work more consistently across cases where team tasks are assigned to dashboard users..

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.

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.