Collaborative Claims

If you have multiple people touching a claim, you may need to decide if you want to completely reassign a case or just loop other teammates into the conversation.

A good way to find out if reassignment is the right decision is to ask “Who is going to close the claim?”. If someone different from the primary adjuster is going to be the one closing the claim, then reassignment is the right choice. If the teammate is going to just provide assistance, it probably makes sense to just add them as a secondary operator.

Reassignment

Reassigning a case changes who the primary contact for the claim is in Hi Marley. Upon reassignment, an automated message is sent out to the insured informing them that they have a new point of contact for the claim.

Secondary Operator

Adding a secondary operator to a case gives your teammates easier visibility to a case by adding it to their list of cases under MY ASSIGNED in the CHATS tab. No automated messages are sent out when a secondary operator is added.