Setting and tracking case deadlines and reminders
Case deadlines let you track the key dates on a damage case, such as when the insurer must respond or when a repair is due, and flag them automatically once they pass. This article explains how to set deadlines and how overdue reminders work.
Before you start
Setting a deadline requires the Transition damage cases permission (damage-management:transition). Viewing deadlines requires the View damage management permission (damage-management:view). Both are held by SystemAdmin and FleetManager by default.
Deadline types
A deadline has a type and a due date. Three deadline types are supported:
| Type | Tracks |
|---|---|
insurance_response | The date by which you expect the insurer to respond. |
repair_completion | The date the repair should be finished. |
claim_settlement | The date by which the claim should be settled. |
A due date with any other type is rejected.
Set or update a deadline
Open the damage case and set a deadline by choosing its type and due date. Each case can hold at most one deadline of each type, so the type and case together are unique.
- Setting a type that is not yet on the case creates a new deadline.
- Setting a type that already exists updates its due date.
Note: When you change the due date of an existing deadline, its reminder is reset. This means a deadline that had already been flagged can be flagged again against the new date.
How overdue reminders work
A background reminder check runs automatically every hour across all active tenants. It finds deadlines whose due date has passed and that have not yet been reminded, and stamps each with a reminder-sent timestamp. That timestamp records that the overdue deadline has been picked up, and it prevents the same deadline from being flagged repeatedly.
Separately, every deadline you view carries an overdue indicator that is true whenever its due date is in the past, so a deadline shows as overdue in the list immediately, without waiting for the hourly check.
Review deadlines
- Per case: a case's deadline list shows every deadline for that case, ordered by due date, with its type, due date, overdue indicator, reminder-sent timestamp, and the case number (Schadensnummer).
- Across all cases: an overdue deadlines view lists every past-due deadline across all cases. This feeds the dashboard so you can see everything that needs attention in one place.
Tip: When an insurer commits to a response date during a call, record it right away as an insurance_response deadline and log the call as a claim communication. The deadline then surfaces in the overdue view if the insurer misses it.
Related
- Assigning an insurer and opening a claim
- Logging claim communications
- Damage analytics, the financial report, and data export
