Customer experience
Collision repair customer experience, from drop-off to pickup
Claimory keeps a collision repair customer informed without a phone call: a no-login status page from a QR code or an emailed link, a free customer account for messages, uploads and paying the deductible, status emails when the claim moves, and repair documents signed from a link. Every piece reads from the claim your team already works in.
No credit card. Works with CCC ONE and Mitchell.
Plans from $49.99 per month per location, with a 14-day free trial. No credit card required.
Stage by stage
What reaches the customer at each stage of the repair
Pick a stage to see what the customer gets and what your shop does. How the claim link and its checks work is on the customer portal page.
Drop-off
- The customer
- At drop-off, the customer gets a Claimory claim link as a QR code on the work order or as an emailed invite. They confirm their last name and claim number, plus a four-digit PIN if the shop sets one, and see the claim number, vehicle, insurance company, current status and repair progress with no app and no password.
- Your shop
- The shop opens the claim in Claimory, chooses Invite Customer, and picks the QR code, valid for 30 days, or the email invite, valid for 7 days. The Authorization to Repair goes out as a signing link, and the signed PDF is filed on the claim with the time, IP address and device.
Teardown
- The customer
- During teardown, the customer's Claimory progress gauge moves through Teardown and Supplement Sent as the shop checks off each repair step. A customer with a free Claimory account also gets a status email and an in-app notice each time the claim status changes.
- Your shop
- When a supplement comes up, Claimory AI drafts the customer email from the claim: the vehicle, the carrier and adjuster, the pending supplements and the earlier messages. A person at the shop edits the draft and sends it from the shop's Gmail or Outlook.
In repair
- The customer
- While the car is in repair, a customer with a free Claimory account messages the shop in the account's thread and uploads damage photos, insurance documents and receipts from their phone.
- Your shop
- Each Claimory customer upload lands on the claim with an entry in the claim's customer timeline, so nobody pulls photos out of a text thread. Documents that need a signature, such as a Direction of Pay or a Vehicle Storage Agreement, go out as signing links.
Pickup
- The customer
- At pickup, the customer's Claimory progress gauge reads Ready for Pickup, and the payment view in the free account shows the insurance deductible recorded on the claim and when it is due. Where the shop takes card payments, the customer pays the invoice by card, Apple Pay or Google Pay.
- Your shop
- The shop connects its own Stripe account to Claimory once, so a customer payment is a direct charge that settles into the shop's bank with no Claimory platform fee. The Final Delivery Acceptance goes out as a signing link.
After pickup
- The customer
- After pickup, the Claimory customer account keeps the repair, the vehicle and the documents, and the customer chooses which email, in-app and text notifications they still receive.
- Your shop
- The shop can revoke a Claimory claim link at any time, which closes it immediately, and the claim keeps every customer upload, message and signed document for the next time the customer calls.
Who decides
Your shop and your customer each control what goes out
- Your shop
- Automatic customer status emails and in-app notices are on by default, each with a shop-wide switch in Claimory Settings. A four-digit PIN can lock a claim link, and any link can be revoked. Only the workspace owner can let Claimory AI send approved messages, and that switch starts off.
- Your customer
- The free Claimory customer account has switches for email, in-app and text notifications and a choice of which notification types arrive. A customer who replies STOP to a Claimory text is blocked from further texts from that shop.
- Claimory AI
- Claimory AI writes email drafts from the claim. A person reviews, edits or discards each draft before it goes anywhere, and no chatbot talks to customers on the shop's behalf.
See what your customer sees on the next drop-off
Invite the customer from the claim and open the link yourself first.
No credit card. Works with CCC ONE and Mitchell.