Notifying contract providers

How Contract Providers Are Notified

OtterClaims automatically notifies contract providers throughout the claim lifecycle. Understanding these notifications helps you manage expectations and timelines.

Automatic Notifications

When Claims Are Submitted

Contract providers receive instant notifications when you submit a new claim:

• Email notification sent immediately
• In-app alert in their dashboard
• SMS option (if enabled by provider)
• Includes claim number and basic details

When Documents Are Added

Providers are notified when you upload additional documents:

• Notification specifies what was added
• Links directly to the new documents
• Helps expedite review process

When Messages Are Sent

Your messages trigger immediate notifications:

• Real-time email alerts
• In-app notification badge
• High-priority messages get special attention

When Status Changes

Providers receive updates when you change claim status:

• "In Progress" when you start repairs
• "Completed" when work is finished
• Any custom status updates

Manual Notifications

Send Direct Updates

You can manually notify providers:

1. Open the claim
2. Click "Actions" → "Notify Provider"
3. Add a custom message
4. Click "Send Notification"

Request Urgent Review

For time-sensitive situations:

1. Open the claim
2. Click "Request Urgent Review"
3. Explain the urgency
4. Provider receives high-priority alert

Notification Timing

Business Hours

Most notifications are processed:

• Immediately during business hours (8 AM - 6 PM)
• Queued outside business hours
• Delivered first thing the next business day
• Emergency contacts available 24/7 for critical issues

Expected Response Times

Typical provider response times:

• Standard Claims: 2-4 hours during business hours
• High Priority: 1-2 hours
• Urgent/Critical: 30 minutes to 1 hour
• After Hours: Next business day morning

What Providers See

Initial Notification

When you submit a claim, providers receive:

• Your facility name and contact information
• Claim number and submission time
• Vehicle information (VIN, year, make, model)
• Priority level
• Brief description of the issue
• Direct link to view full claim details

Update Notifications

For claim updates, they see:

• What changed (documents, messages, status)
• When the update occurred
• Summary of the update
• Link to review changes

Notification Preferences

Provider Settings

Each provider can customize their preferences:

• Email frequency (immediate, hourly, daily digest)
• SMS alerts for urgent claims
• Specific notification types to receive
• Business hours for notifications

Your Settings

You can also manage your notification preferences:

1. Go to Settings → Notifications
2. Choose what triggers you want to be notified about
3. Set confirmation preferences
4. Save your changes

Tracking Notification Delivery

Delivery Confirmation

For important communications:

• Check the claim timeline for "Notified" events
• View when the notification was sent
• See if it was delivered and read
• Resend if necessary

Read Receipts

Know when providers view your updates:

• Checkmarks indicate message delivery
• Blue checkmarks show messages have been read
• Timestamps show exactly when viewed

Best Practices

When to Notify Manually

Send manual notifications for:

• Time-sensitive updates
• Additional context not in the original claim
• Customer concerns requiring attention
• Parts availability issues

What Not to Do

• Don't send redundant notifications
• Avoid marking everything as urgent
• Don't send multiple follow-ups within hours
• Respect business hours for non-emergencies

Escalation Process

If You Don't Hear Back

Follow these steps:

1. Wait: Allow reasonable response time (2-4 hours)
2. Follow Up: Send a message through the system
3. Call: Use provider's direct phone line if urgent
4. Escalate: Contact OtterClaims support for persistent issues

Emergency Contact

For critical situations:

• Each provider has emergency contact information
• Available in the provider directory
• Use only for genuine emergencies
• Document all emergency communications