A customer calls for an update on a vehicle insurance claim. The team member answering needs to find the right record, understand the latest information and decide what to do next.

Clear claim records make that conversation easier to handle. For vehicle insurance clubs, agencies and brokers in Australia, a consistent recording process also helps colleagues continue work when the person handling a case is unavailable.

1. Agree on the Information Your Team Needs

Start with a simple checklist for each claim record. Depending on your organisation’s process, this may include:

A claim reference.
Relevant customer, vehicle and policy details.
The incident date and a brief description.
The latest known status.
The person handling the case.
The next action and any agreed follow-up date.

Record information your team needs for the task. Check uncertain details before treating them as confirmed, and follow your organisation’s procedures for handling customer information.

2. Use Clear Status Labels

A claim’s status should help staff understand where the case stands. Agree on what each label means and when the team should update it.

For example, “Waiting for information” is more useful when a note explains what is missing and who needs to provide it.

Avoid treating a status label as the full case history. Staff should review the supporting information before giving a customer an update.

3. Write Notes That Explain the Next Step

Useful notes show what happened and what needs to happen next. Include the date, a brief summary of the conversation and any action agreed.

Compare these examples:

Unclear note:
“Spoke to customer. Follow up.”

Clear note:
“Customer called on 14 October for an update. Confirm the latest information with the colleague handling the case before calling back on 15 October.”

Keep facts separate from assumptions. If an update has not been confirmed, say so in the note.

4. Make Team Handovers Easy to Follow

When another colleague takes over, they should be able to identify:

What has already been done.
What information is outstanding.
Who is responsible for the next action.
What the customer has been told.

Before handing over a case, check that the record reflects the latest confirmed information. A brief handover summary can help the next person continue without asking the customer to repeat the same conversation.

5. Review the Record Before Replying

Before answering a claim-related enquiry, check the correct record, its displayed status and the latest available information.

If something is unclear, confirm it with the person handling the case. Give the customer an accurate update and record any next step agreed during the conversation.

A regular review of outstanding cases can also help your team spot records that need an update or follow-up.

How IMS Pro Supports Claim Record Organisation

IMS Pro’s insurance claims management software provides a dedicated area for vehicle insurance claim records and their displayed statuses. It also includes accident and fault type settings, along with lawyer and workshop status options.

These features work alongside your team’s recording process. Clear information, consistent status labels and useful handover notes remain part of daily claim management.

You can also explore IMS Pro’s features for customer records, policies, payments and invoices.

Explore the Claims Area With Your Team

A walkthrough gives your team the opportunity to review the Claims section and discuss how it fits your organisation’s requirements.

Request an IMS Pro demo to explore the available features and confirm the options included in your quoted package.