Filing Claims
How customers and agents file warranty claims through the platform.
Filing Claims
Claims can be filed by customers through the self-service portal or by your support agents in the dashboard.
Customer Self-Service
Customers access their claims portal via the link in their warranty confirmation email, or through your branded claims page at yourstore.myumbrella.ai/claims.
The filing flow:
- Verify purchase: customer enters order number or email
- Select product: choose the covered item from their orders
- Describe issue: select issue category + free-text description
- Upload evidence: photos or video of the damage (up to 5 files, 10MB each)
- Review & submit: confirm details and submit for processing
Agent-Filed Claims
Support agents can file claims on behalf of customers from Claims → New Claim in the dashboard:
Customer Email: jane@example.com
Order #: ORD-2024-8842
Product: Samsung Galaxy S24 Ultra
Issue: Cracked screen from accidental drop
Evidence: [3 photos attached]
Resolution: Repair at authorized centerClaim Statuses
| Status | Description |
|---|---|
| Submitted | Claim received, awaiting review |
| In Review | Assigned to an adjuster |
| Approved | Claim approved, resolution in progress |
| Denied | Claim denied with reason provided |
| Resolved | Repair/replacement/refund completed |
AI-Assisted Adjudication
Our AI engine automatically scores claims based on coverage rules, claim history, and photo analysis. Low-risk claims can be auto-approved to reduce processing time.
