Understanding claim statuses
3 min read
Claim Status Guide
Every claim in OtterClaims goes through various statuses as it progresses from submission to completion. Here's what each status means:
Draft
The claim has been started but not yet submitted. You can edit and save claims as drafts until you're ready to submit them.
Pending
The claim has been submitted and is awaiting review by the contract provider. This is the initial status after submission.
Under Review
The contract provider is actively reviewing the claim details, parts, and labor. They may request additional information during this stage.
Approved
The claim has been approved for the requested repairs. You can proceed with the work as submitted. Check the approval details for any conditions or limitations.
Partially Approved
Some parts of the claim have been approved, but others have been denied or require modification. Review the approval notes to see what was accepted.
More Info Needed
The contract provider needs additional information, documentation, or clarification before they can approve the claim. Check your messages for specific requests.
Denied
The claim has been denied by the contract provider. Review the denial reason in the claim notes. You may be able to appeal or submit additional information.
In Progress
The approved repairs are currently being performed. Update this status when you begin work on an approved claim.
Completed
All repairs have been finished and the vehicle has been returned to the customer. Claims in this status are ready for final processing and payment.
Paid
Payment has been processed and issued to your facility. You can view payment details in the Payments section.
Cancelled
The claim has been cancelled. This could be due to customer declining repairs, duplicate submission, or other reasons noted in the claim.
Status Transitions
Claims typically follow this workflow:
- Draft → Pending (when you submit)
- Pending → Under Review (provider reviews)
- Under Review → Approved/Denied/More Info Needed
- Approved → In Progress (you start work)
- In Progress → Completed (work finished)
- Completed → Paid (payment processed)
Quick Tip:
You'll receive email notifications when claim statuses change. You can also check the dashboard for real-time status updates on all your claims.
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