Agent-Filed Claims

Umbrella allows merchants and support agents to file claims on behalf of customers directly from the dashboard.

Dashboard → Claims → File a Claim

When to Use

Customer calls in to report a warranty issue
Customer brings a defective product to a physical location
Customer sends evidence and details via email
Customer needs accessibility assistance with the online form
VIP or concierge service where you handle all claim filing

How It Works

Agent-filed claims use the same form as customer-filed claims, opened from the Claims section of the dashboard. The key difference is that fields can be pre-populated from the dashboard context:

Field	Effect
Customer Email	Pre-filled from the customer profile
Customer ID	Makes the email field optional in order lookup
Policy ID	Skips order lookup and policy selection entirely

Skip Stages If you have a policy ID (e.g., from the Policies page or an order detail), pass it directly to skip to the claim details form.

Form Stages

The agent follows the same stages as the customer form. Stages are skipped based on pre-populated data:

Full flow (no pre-population): Find Order > Select Policy > Claim Details > Evidence > Additional Info > Review

Shortened flow (policy ID provided): Claim Details > Evidence > Additional Info > Review

The claim types shown depend on the coverage types enabled on the selected policy. The agent uploads evidence on behalf of the customer (photos received via email, taken in-store, etc.).

Evidence Source Photos that have been forwarded, screenshotted, or resaved may trigger different fraud scores than original camera photos.

Best Practices

Verify identity before filing — confirm order number, email, and product details.
Use direct policy links when possible to skip unnecessary steps.
Document the filing method in the additional details field (e.g., “Filed by agent during phone call”).
Request original photos from the customer’s device for better fraud detection accuracy.
Confirm details with the customer before submitting.
Resolve immediately when possible, since you are already in the dashboard.

Filing Claims — The customer-facing claim form process
Claim Review — Reviewing and resolving submitted claims
Claim Resolutions — Available resolution options for approved claims