Getting updates on your claims

Stay Informed About Your Claims

OtterClaims keeps you informed throughout the entire claim lifecycle with multiple notification methods and real-time updates.

Types of Updates

Status Changes

You'll be notified when claims move through these statuses:

• Pending → Under Review
• Under Review → Approved/Denied/More Info Needed
• Approved → In Progress
• In Progress → Completed
• Completed → Paid

Provider Actions

Receive notifications when providers:

• Review your claim
• Approve or deny repairs
• Request additional information
• Send you messages
• Process payments

System Updates

Get notified about:

• Document uploads completed
• Automatic reminders
• Scheduled maintenance
• New features or improvements

Notification Channels

Email Notifications

Receive detailed email updates:

• Instant notifications for critical updates
• Daily digest option available
• Includes claim details and direct links
• Professional formatting for easy reading

In-App Notifications

Check the notification bell icon for:

• Real-time alerts
• Notification count badge
• Quick preview of updates
• One-click access to full details

SMS Alerts (Optional)

Enable text message notifications for:

• High-priority claim updates
• Time-sensitive approvals
• Payment confirmations
• Emergency communications

Dashboard Updates

Real-Time Dashboard

Your dashboard shows live updates:

• Claims requiring action highlighted
• Recent activity feed
• Status change indicators
• Unread message counts

Activity Feed

The activity feed displays:

• All claim updates in chronological order
• Who took each action
• Timestamp for every event
• Filterable by claim or date

Customizing Your Notifications

Accessing Notification Settings

1. Click your profile picture in the top right
2. Select "Settings"
3. Click "Notifications"
4. Customize your preferences

Email Preferences

Choose what emails you receive:

• All Updates: Get notified of every change
• Important Only: Approvals, denials, and action items
• Daily Digest: One summary email per day
• Weekly Summary: Weekly recap of activity

Event-Specific Settings

Toggle notifications for specific events:

• ✓ Status changes
• ✓ New messages
• ✓ Document uploads
• ✓ Approval/denial notifications
• ✓ Payment processed
• ✓ Information requests

Quiet Hours

Set do-not-disturb times:

• Define hours when you don't want notifications
• Useful for evenings and weekends
• Critical alerts can override quiet hours
• Queued notifications sent after quiet hours end

Viewing Update History

Notification History

Access all past notifications:

1. Click the notification bell icon
2. Select "View All"
3. Browse complete notification history
4. Search for specific notifications
5. Mark as read or delete

Claim Timeline

View comprehensive update history per claim:

1. Open any claim
2. Click the "Timeline" tab
3. See every action chronologically
4. Expand events for full details

Priority Updates

Critical Alerts

High-priority updates include:

• Claim denials requiring immediate attention
• Urgent information requests
• Time-sensitive approvals
• Payment issues

Action Required

Some updates require your response:

• "More Info Needed" status
• Provider questions
• Document requests
• Approval conditions to review

Managing Multiple Facilities

Multi-Location Notifications

If you manage multiple facilities:

• Set separate notification preferences per facility
• Assign different email addresses to each location
• Filter notifications by facility
• Delegate notification management to facility managers

Team Notifications

Coordinate with your team:

• Assign claims to specific team members
• Set up notification routing rules
• Copy multiple users on important updates
• Use @mentions in internal notes

Mobile Notifications

Mobile Browser Notifications

Receive push notifications on mobile:

1. Open OtterClaims on your mobile browser
2. Allow notification permissions when prompted
3. Receive updates even when browser is closed
4. Tap notification to open relevant claim

Mobile-Optimized Emails

Email notifications are mobile-friendly:

• Responsive design for all screen sizes
• Large tap targets for easy interaction
• Key information visible without scrolling
• Quick action buttons when applicable

Troubleshooting Notifications

Not Receiving Emails

If you're missing email notifications:

1. Check your spam/junk folder
2. Add notifications@otterclaims.com to contacts
3. Verify your email address in settings
4. Check notification preferences are enabled
5. Contact support if issues persist

Too Many Notifications

If you're getting overwhelmed:

• Switch to daily digest mode
• Disable less important notification types
• Set up quiet hours
• Filter by priority only

Delayed Notifications

If notifications arrive late:

• Check your internet connection
• Verify email server isn't delaying delivery
• Review spam filter settings
• Try switching from digest to instant mode

Best Practices

Stay Organized

• Create email filters for OtterClaims notifications
• Set up folders by priority or provider
• Mark notifications as read after reviewing
• Archive old notifications regularly

Respond Promptly

• Check notifications at least twice daily
• Respond to action items within 24 hours
• Set reminders for important deadlines
• Enable mobile notifications for urgent items

Keep Customers Informed

• Share status updates with vehicle owners
• Explain what each status means
• Provide realistic timelines based on updates
• Keep them in the loop on any delays