Configuring Claims E-mails

The claims process may require a library of pre-configured e-mails.  These e-mails can be sent automatically in response to actions taken by the users, or can be made available within the claim workflow for users to send manually.

Managing Claims E-mail Configurations

  1. In the main menu, select Claims, then Configurations, Workflow, and finally E-mails.  A list of all available e-mail configurations is displayed.

    2. Tip: By default, only Active configurations are displayed.  Clear the filter in the Status column to view all configurations.

  2. Select an action.
    • Click a link in the Name column to view an existing e-mail configuration.
    • Click Add to add a new e-mail configuration.

    • Check the boxes for one or more e-mail configurations and click Deactivate to disable the selected configurations. The configuration will no longer be available for user selection or will not produce automatic e-mails.

  3. On viewing or creating an e-mail configuration, the Email Configuration page opens. The panels and fields are described below. Fields marked with a red asterisk * are required.

    4. Name

    Enter the name of the configuration.  This name is used to select the e-mail configuration in the e-mail screen.

    Code

    Enter a code to identify the configuration internally.

    Description

    Enter a description for the configuration.

    Manual E-mail

    This option is not available when Scheduled E-mail is checked.  Users can manually send the e-mail from the claims workflow.  The availability is configured below.

    Automatic E-mail

    This option is not available when Scheduled E-mail is checked.  The system generates and sends the e-mail in response to events configured below.

    Scheduled E-mail

    This option is not available when Manual E-mail or Automatic E-mail are checked.  The system generates and sends the e-mail at scheduled times.  The schedule is defined in the General Settings - Scheduled E-mails section.  Note that this feature can be configured, but currently cannot send e-mails.

    E-mail Template

    Select an e-mail template to define the subject and body of the e-mail.  See the E-mail Templates section for details on preparing templates.

    From

    Enter the e-mail address that will appear as the sender of the e-mail.

    Recipients

    Enter the e-mail addresses for any specific recipients.  Multiple addresses should be separated by semicolons.

    Recipient Parties

    Select any claims parties who should receive the e-mail.  For the selected types, the e-mail will be sent to the primary e-mail address for each company attached to the claim.
    Send to Claim Creator Check this checkbox to have a separate copy of the e-mail sent to the Claim Creator. This sends a copy of the e-mail to the address stored for the user who created the e-mail configuration.

    Documents

    This option is not available when Scheduled E-mail is checked.  Select any documents that should be attached to the e-mail.
     

    The documents must already be generated and attached to the claim before sending the e-mail, or it will not be attached.  However when a document generation and automatic e-mail are triggered by the same event, the document generation will be completed first so the document will be available for e-mails.  If more than one copy of the document exists, the most recent copy will be attached.
     

    See the Configuring Claims Documents section for details on preparing document configurations.

    In order for the e-mail to be generated, a minimum of one value must be specified in either the Recipients, Recipient Parties, or Send Claim to Claim Creator fields.

    The Manual E-mail Criteria panel is available when Manual E-mail has been checked, and controls when the e-mail will be available for users.  All criteria must be met for the e-mail to be available.

    Allow Manual Override

    When checked, this option allows the user to edit the e-mail before sending.  They can change, add, and remove recipient e-mail addresses, and they can edit the subject and body text of the e-mail.  If unchecked, the recipients, subject, and body text are displayed, but cannot be edited.

    Trigger

    A trigger can be selected to control the availability of the e-mail.  The trigger must evaluate as true for the e-mail to be available.  If no trigger is selected, this setting is ignored.

    Claim Statuses

    Select one or more status and sub-status combinations where the e-mail should be available for users. Select the claim Status, or Status and Sub-Status combination, for which the document should be available. At least one status must be selected.
     

    Note: All Statuses and Sub-Status combinations are available for selection. Note that selecting a status without an associated sub-status makes the document available for any sub-statuses configured under that status. For additional information on configuring a Status and Sub-Status combination see the General Settings - Claim Sub-Statuses section.

    Security Roles

    Select one or more user security roles to define which users have access to this e-mail.  At least one role must be selected.

    The Automatic E-mail Criteria panel is available when Automatic E-mail has been checked, and controls when the e-mail will be generated by the system.  All criteria must be met for the e-mail to be generated.

    Trigger

    A trigger can be selected to control the generation of the e-mail.  The trigger must evaluate as true for the e-mail to be generated on the selected Workflow Event.  If no trigger is selected, this setting is ignored.

    Workflow Events

    Select one or more configured workflow events where the e-mail should be generated.  At least one event must be selected.

    The E-mail History View Criteria allows access to stored copies of generated e-mails to be restricted to user's with select Security Roles.

    Security Roles Using the Include / Exclude field, select the Security Roles that can view copies of generated documents. The user must have a minimum of one of the selected Security Roles.
  4. Click Save to save the configuration and reveal additional settings, or click Close to return to the Claims Document Configuration list without saving the configuration.

    5. The Status panel is added to the page once the configuration has been saved.

    Active

    Marks the configuration as active and available for use.  If unchecked, the configuration will no longer be available for user selection or will not produce automatic e-mails.

    Created By

    Identifies the date and time the configuration was created, and the user who created it.

    Last Modified By

    Identifies the last date and time the configuration was changed, and the user who made the changes.

    Tip: Individual e-mail configurations can also be deactivated or reactivated directly through the configuration record by checking or unchecking the Active checkbox in the Status panel.