Process matters when claim files are complex.
Complex property claims involve multiple parties, technical questions, documents, estimates, deadlines, and open issues. Theo's operating model is designed to make those moving parts visible and manageable.
Assignment Workflow
Intake
Capture carrier, claim number, loss location, date of loss, requested service, contacts, documents received, and special instructions.
File Review
Review available documents, photos, estimates, reports, invoices, and claim notes to identify known issues and missing information.
Resource Coordination
Coordinate consultants, field resources, estimators, engineers, cause and origin experts, or other specialty professionals as needed.
Reporting
Provide status updates, report summaries, open item logs, estimate review memos, or final documentation packages.
Operating Controls
| Control | Purpose |
|---|---|
| 24-hour acknowledgment | Confirm receipt of assignment, initial file setup, requested service, and next action within 24 hours of claim receipt. |
| Open item tracking | Identify missing documents, pending inspections, expert questions, estimate issues, and information needed from the claim team. |
| Authority boundaries | Separate technical findings and documentation support from legal advice, policy interpretation, and claim decision authority. |
| Quality review | Review work product for claim numbers, loss location, attachments, consistency, supported conclusions, and pending items. |
Open Claim Status Management
Theo is built to stay ahead of the question every claim team eventually asks: what is the status of this file? Open assignments are tracked with clear next actions, pending information, responsible parties, and follow-up dates so files do not sit idle because of missing documents, unanswered questions, or unresolved technical issues.
Monthly Client Summaries
Clients can receive monthly summaries for open assignments showing current status, completed work, outstanding information, pending expert reports, estimate issues, escalation items, and recommended next actions.
File Movement Discipline
Theo keeps pressure on the information needed to complete the assignment. The goal is to reduce avoidable delay, prevent unnecessary claim expense, and help the authorized claim team move files toward resolution efficiently.
Status Summary Fields
| Field | Purpose |
|---|---|
| Current status | Shows whether the assignment is in intake, field review, expert review, estimate review, QA, pending information, or ready for delivery. |
| Completed work | Identifies inspections, reports, estimate reviews, document requests, field coordination, or summaries already completed. |
| Pending items | Lists missing photos, estimates, invoices, expert reports, contact responses, repair documents, or other information needed to complete the assignment. |
| Next action | Identifies who needs to act next, what is needed, and the follow-up date. |
| Escalation concern | Flags high-exposure, time-sensitive, unresponsive, or technically complex issues that may require client attention. |
What Theo Tracks
- Assignment status and requested service
- Report due dates and expert status
- Outstanding documents and information requests
- Estimate review issues and scope questions
- Inspection, reinspection, and contractor meeting status
- High-exposure issues and escalation triggers
- Carrier-specific instructions and reporting needs
- Final report delivery and file closure support