Dispatch and field work
On-call crews reached at night, a job assigned and tracked: here drying starts within hours, rather than tomorrow.
Xactimate and XactAnalysis
Mandate, authorisation, invoice and payment are four separate facts. The three in the morning call is written into Zenvox; the claim file stays inside Xactimate.
7 days, 20 answered calls, no card
Where your emergency call lands
The call is written into Zenvox: policyholder, address, nature of the damage, the emergency measure asked for, and insurer details when they are given. Estimating, assignment among parties and statuses stay inside Xactimate and XactAnalysis. No connection is announced: an interface, import and export formats, plus statuses held by third parties went unvalidated, and partner access remains unverified.
This trade serves several customers at once. A policyholder suffers damage, an adjuster mandated by an insurer documents that damage ahead of any work authorisation, a contractor executes. Research draws a hard limit from that: mandate, authorisation, invoice and payment are four separate facts, and data on one file belongs to several parties, so it gets partitioned.
Xactimate is a reference estimating tool on claim work and XactAnalysis assigns a file among parties; at three in the morning, though, a phone decides who gets it.
Read, create, update, cancel
On a claim file, a write made by a wrong party is hard to undo. This matrix stays careful for that reason as much as for missing proof.
| Action | Status | What that means |
|---|---|---|
| Read | To qualify | Finding a file and its state would assume partner access plus exchange formats nobody validated. Research stops at brochure material. |
| Create | Zenvox native mode | An emergency call gets taken and a file gets built inside Zenvox: water source, extent, insurer, claim number if one already exists. Nothing gets written at a third party. |
| Update | Zenvox native mode | File status is held jointly by an insurer, an adjuster and a contractor. Zenvox leaves it alone, claiming no knowledge of where it stands. |
| Cancel | Zenvox native mode | Declining a mandate or closing a file commits a business relationship with an insurer. A human decides that. |
What is included, what needs an add-on
Here a call arrives at night and waits for nobody: notice to an insurer follows a window set by a policy, while water keeps doing damage meanwhile. Answering, steadying somebody, collecting what matters, alerting on-call staff: that is your base, and that is what decides whether a file becomes yours.
Authorisation, and where truth sits
On a multi-party file, a question is legal well ahead of being technical.
- Your partner access stays yours; Zenvox asks for no credentials
- An adjuster mandated by an insurer holds truth on damage; a contractor holds truth on work performed
- A mandate received, a work authorisation, an invoice and a payment get noted separately, because separate is what they are
- File data concerns several parties: it stays partitioned per file, so one file does not blend into another
Partner access, exchange formats and Canadian usage remain to verify with this vendor.
Three in the morning. A basement is filling after a sewer backup, and an emergency line rings.
CustomerMy basement is filling with water, it is coming up through a drain. I have no idea what to do.
ReceptionistTaking a name, an address and a callback number right away. Is water still rising? If it reaches outlets or an electrical panel, stay away from it.
ReceptionistIs that sewage water? Have you called your insurer already, and do you have a claim number? An on-call crew is alerted and will ring you back.
An on-call crew gets alerted carrying water source, extent, insurer and a claim number if one exists. A file starts documented at three in the morning rather than at nine. A receptionist promised no insurance coverage and priced no work.
If no connection exists
That is today, and a phone, far more than software, decides who ends up owning a file.
- A night call is documented and the request is sent to the on-call team according to your instructions
- A file gets built inside Zenvox carrying what a clean claim opening needs
- Estimating happens in your own tool, by your estimator, exactly as today
- Files stay partitioned, each with its parties and its documents
Questions about this connection
Does Zenvox open a file in Xactimate?
No. The emergency call is taken and the file is built inside Zenvox — water source, extent, insurer, claim number if one exists — and nothing gets written at a third party. Partner access and exchange formats went unvalidated.
Does the receptionist confirm insurance coverage?
No, and she prices no work. The adjuster mandated by the insurer holds truth on damage, the contractor on work performed; a mandate received, a work authorisation, an invoice and a payment get noted separately, because separate is what they are.
Can data from one file blend into another?
No. File data concerns several parties, so it stays partitioned per file, and one file does not blend into another. On a claim file, a write made by a wrong party is hard to undo.
What happens at three in the morning?
The call is documented and the on-call crew gets the alert with water source, extent, insurer and claim number. The file starts documented at three in the morning rather than at nine.
Does Zenvox know where the file stands with the insurer?
No. Status is held jointly by the insurer, the adjuster and the contractor, and Zenvox leaves it alone. Finding a file and its state would assume partner access that remains unverified.
Where to next
See a trade concerned, or a full software list.
Xactimate and XactAnalysis