Frequently asked questions

How do I view my recent claims?

The Claims list defaults to show your more recently opened claims on top.

What is a user role?

A role is a set of tasks and rights that tell the user what they need to do, in order to complete their part of the claim.

How do I create a user role?

Account administrators can create user roles on the Roles tab of the Claim Settings page. See Create a new user role.

How do I assign a user role?

1. Create or open a claim.
2. Click the Roles tab.
3. Click one of the listed roles, or click Add Roles to add a role to the claim.
4. If you are assigning the role to an internal employee, click the Staff radio button. If you are assigning the role to a vendor, select the Vendor radio button.
5. Select the name of the staff or vendor from the menu in the Participants section.
6. If you added a new role, click Send. Otherwise, the participant is automatically added to the role.

What is a task?

Each role in a claim has specified tasks. For example, administrators could add the Contact Policyholder and Schedule Inspection tasks to a Field Adjuster role. These tasks are then given to a user each time they are assigned the Field Adjuster role for a claim.

Tasks may optionally have service level agreements (SLAs). For more information, see Service Level Agreements.

What is a vendor?

Vendors are the companies and contractors that you work with. Account administrators can add a vendor on the Vendor Management page.

How do I set depreciation rates for my company's account?

Account administrators can set depreciation rates on the Depreciation tab of the Claim Settings page. For more information, see Set depreciation rates.

How do I keep track of service level agreements?

Xactimate One allows account administrators to set Service Level Agreements (SLAs) on specific tasks to ensure their employees and vendors are complying with their business objectives and delivering quality customer service. Participants can see which tasks have SLAs associated with them, when they are due, and whether they have met the time requirements of the SLAs.

What if I don't see the Admin section on the left?

If you don't see the Admin section in the left-hand navigation pane, you might not have the proper rights. To obtain these rights, please contact your account administrator.

Can I adjust the size of the left-hand navigation pane?

You can collapse and expand the left-hand navigation pane to change the workspace size on your screen.

To collapse the pane, click the arrow next to the Xactimate One logo at the top of the pane. This leaves only the icons for each section. To expand the pane, click More Options at the top of the pane.

What is video collaboration?

Video collaboration is a feature that allows you to initiate a video call with invited attendees from within a claim. Policyholders can join the call via their mobile devices. During the call, you can record videos and take pictures from the mobile device. These videos and pictures are uploaded and saved as part of the claim.

How do I start a video collaboration?

Open a claim and click either the Dashboard or Video Collaboration tab. In the Video Collaboration section of the page, click the video icon in the top-right corner.

Do I have to download anything for video collaboration?

No, Xactimate One works completely through modern browsers on desktops and mobile devices. When you send the invitation link to the policyholder, they just accept and interact through their browser.

What if the policyholder can’t access the video collaboration?

This is most likely due to permissions on the policyholder’s mobile device. Xactimate One requires access to the mobile device’s camera, microphone, and location. By default, the browser asks for permission. If it doesn’t, they may have to grant permission manually through their device settings and click the link again.

iOS:

Settings → Safari → Camera/Microphone/Location → set to Ask.

Android:

In Chrome browser → Settings → Site Settings → Access your microphone/camera → set to Allow.

What if my internet connection is too slow for video collaboration?

Xactimate One tries its best to use high speeds, but slow internet connections can give a varied experience in the app. If the connection is too slow, the video stream stops and a message appears that says the connection isn’t fast enough. When this happens, the audio portion remains available, and the policyholder is still able take and upload images and videos, but they may take a while to upload based on the upload speed.

What functions are available in video collaboration?

Policyholders:

• Start/stop camera, microphone, and location sharing
• End collaboration
• Take pictures
• Record videos
• Activate flashlight (if the device has a flashlight)

Inspectors:

• Start video collaboration and share links
• Activate flashlight remotely 
• Take pictures remotely 
• Record videos remotely 
• Enable picture-in-picture with controls
• View past video collaborations
• View and manage images and videos in claim media

If I have an old phone or tablet, can I still use video collaboration?

We support a large selection of iOS and Android devices that have been around for the last few years. The supported devices are listed below: