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Hand the claim handler a complete document pack

Duvo checks each first notification of loss against the intake checklist for its claim type, links attachments that arrive later and prepares the document request the handler approves.

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Insurance claim intake

Needs review

Intake CI-601

Intake
Date of loss missing
Received
Notification and photos
Owner
Claim handler

The notification has photos of the damage attached, but the date of loss field is empty and no other document gives it.

Next action

Request date: the policyholder is asked for the date of loss and the claim pack waits for the reply.

Hand to handler: the pack moves to assessment with the missing date flagged at the top.

Handler approval

The claim handler approves each document request before it goes to the policyholder or broker.

View the wider product queue

Insurance claim intake

Intake queue with a notification missing its date of loss.

Adds cases
First notification of loss
Processes cases
Insurance claim intake
Total

24

Pending

5

Postponed

2

In progress

4

Needs input

3

Failed

0

Completed

10

Add filter
Case
Case Status
Intake gap
Scope
Decision
Exceptions
Next action
Intake CI-601
Needs Input
Date of loss absent
Escape of water notification
Request missing field
1
Intake CI-602
In Progress
Possible duplicate
Broker submission, same loss date
Compare references
0
Intake CI-603
Completed
Pack handed over
Contents theft claim
Handoff recorded
0
Intake CI-604
Pending
Estimate unreadable
Repair estimate scan
Request readable copy
1
Intake CI-605
Postponed
Police reference awaited
Vehicle theft notification
Await broker reply
0

Showing 5 of 24 cases

  1. 1

    Approval

    Exceptions pause for the named owner

    Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.

  2. 2

    Intake gap

    Intake gap is visible before the action

    The notification arrived with photos but no date of loss, so the pack waits for the handler to decide whether to request it.

From first notification of loss to the handler’s pack

The notification comes in through the web form, the broker emails photos a few days later and a repair estimate arrives as a scan. Each lands in a different inbox. The handler opens the claim to find no date of loss, an unreadable estimate and another notification that may describe the same incident.

  1. 0101

    Link the notification and attachments

    Duvo matches the notification, policy reference and attachments from web forms, email and broker submissions, and flags files it cannot read.

  2. 0202

    Check the pack for the claim type

    Duvo compares the pack with the intake checklist for that claim type, looks for an earlier notification with the same policy and loss date, and drafts a request for missing items.

  3. 0303

    Your team decides

    Choose request or assessment

    The claim handler approves the document request, or moves the pack to assessment with the gap recorded.

  4. 0404

    Send the request and file replies

    The policyholder or broker receives the document request through the agreed channel. Each document that comes back is logged against the claim checklist, and anything outstanding stays in front of the handler.

Link the notification and its attachments

Systems and control details

Claim intake runs on the notification, its attachments and your checklist for each claim type, starting with de-identified notifications. Document categories and contact permissions for policyholders and brokers are agreed before personal claim records are used.

First notification of loss, Claim document repository, Policy reference export, Intake checklist

  • Handler approval

    The claim handler approves each document request before it goes to the policyholder or broker.

  • No claim decisions

    Duvo does not interpret policy wording or decide coverage, liability, settlement or payment, and it does not change the policy.

  • Receipt is not acceptance

    Each document keeps its source and arrival date. A complete checklist records that the documents arrived, not that the claim is covered.

What teams ask about Insurance claim intake

  • Can Duvo tell when the same loss has been notified twice?

    It flags notifications that share a policy reference and loss date, or that repeat the same attachments, as possible duplicates. The handler decides whether they are the same claim.

  • Does Duvo read the policy wording to decide if a loss is covered?

    No. Duvo checks which documents are present against your intake checklist. Coverage, liability and settlement stay with your claims team.

  • Which channels can document requests go out through?

    The channels your team already uses and agrees in scope, such as email to the policyholder or broker. The handler approves every request before it is sent.

  • What do we need for an intake evaluation?

    A set of de-identified notifications with their attachments and your intake checklist for the claim types in scope.

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