Question 1

How do I start with XactaClaim?

Accepted Answer

Create an account and use your Solo Trial claim credit to open one claim file. Explore the workspace, document library, and basic workflow before upgrading to Pro or Premium for AI-assisted review and communications when configured.

Question 2

What is included on Solo Trial?

Accepted Answer

Solo Trial includes the core claim workspace and one claim credit (one new claim file). Existing claims remain accessible after cancellation, but Solo Trial is limited to one claim file total. See Pricing for current plan details.

Question 3

Where should I go first in the app?

Accepted Answer

Most teams start on the Dashboard for open work, then open a claim file to add documents, notes, and tasks. Use Billing to review claim credits and plan status.

Question 4

How do claim credits work?

Accepted Answer

One claim credit creates one new claim file. Solo Trial includes one credit. Pro and Premium add credits each billing cycle while billing is active. Booster packs add credits only (active Pro/Premium). Extra seats add user capacity, not credits.

Question 5

Do AI tools consume claim credits?

Accepted Answer

Claim credits control new claim-file capacity. Running Policy Review, Claim Copilot, Morning Brief, or other assistive tools on existing claims does not open a new file and is not the same as spending a claim credit.

Question 6

What happens to claims if I cancel?

Accepted Answer

Existing claim files generally remain accessible according to your account and plan terms. New claim files require available credits and an eligible plan. Confirm current details in Billing and Terms.

Question 7

How should I organize claim documents?

Accepted Answer

Use the claim document library with consistent categories — policy, estimates, correspondence, photos, and internal work product. Structured files make review and handoffs faster for your team.

Question 8

Does XactaClaim officially integrate with Xactimate?

Accepted Answer

No. XactaClaim does not claim official Xactimate or XactAnalysis integration. Custom claim data export is available as a beta workflow on eligible plans — you review exports before use.

Question 9

Can I export claim data?

Accepted Answer

Premium includes custom claim data export as a beta feature. Export is for your review and downstream workflows — not an official carrier or estimating platform integration.

Question 10

What should I include in a policy review upload?

Accepted Answer

Upload the policy PDF and relevant endorsements when exact wording matters. Organize declarations, limits, deductibles, and endorsements before you rely on any AI-assisted summary.

Question 11

Does Policy Review make coverage determinations?

Accepted Answer

No. Policy Review is assistive. It can help you locate and compare relevant sections, but it does not make coverage determinations. Always verify against the policy text and apply professional judgment.

Question 12

When should I re-upload a policy PDF?

Accepted Answer

Re-upload when endorsements change, pages are missing, or you need the model to reference exact wording. AI does not replace reading critical policy language yourself.

Question 13

Is Estimate Comparison available on every plan?

Accepted Answer

Estimate Comparison and related variance workflows are Premium features. Pro includes AI-assisted policy and photo review, Claim Copilot, Morning Brief, and communications when configured — but not full estimate comparison.

Question 14

What does estimate comparison help with?

Accepted Answer

It supports structured comparison between estimate sources in the claim file — for example carrier vs. contractor scopes — so your team can spot missing line items and document differences. Outputs require adjuster verification.

Question 15

Does comparison replace an adjuster scope review?

Accepted Answer

No. Comparison is a workspace aid. Your team remains responsible for scope decisions, documentation, and any professional review required for the claim.

Question 16

What do AI-assisted photo captions do?

Accepted Answer

They can suggest captions and tags on uploaded damage photos to speed documentation. They do not replace inspection notes, cause-and-extent analysis, or professional judgment.

Question 17

Does AI analyze every image automatically?

Accepted Answer

No. AI features use claim context and uploaded materials as configured. They do not read every full image, PDF, or audio file for every feature on every request.

Question 18

How should photos be organized?

Accepted Answer

Group photos by loss area with wide context shots and close-ups. Consistent structure helps reviewers, supplements, and client updates stay clear.

Question 19

Can clients see internal Claim Notes?

Accepted Answer

No. Internal Claim Notes are staff-only and are not visible in the client portal.

Question 20

How are Claim Notes different from client updates?

Accepted Answer

Claim Notes capture internal reasoning, handoffs, and review context. Client updates and portal messages are the insured-facing communication layer.

Question 21

Should I put coverage conclusions in Claim Notes?

Accepted Answer

Use notes for operational context your team needs. XactaClaim does not provide legal or coverage advice — document professional conclusions according to your own standards and review processes.

Question 22

What belongs in Tasks vs. review items?

Accepted Answer

Tasks are actionable next steps with ownership — call client, upload endorsement, schedule inspection. Review-oriented questions belong in your review workflow, not vague “review claim” tasks.

Question 23

Can small teams share the same work queue?

Accepted Answer

Yes. Pro and Premium support team collaboration. Use tasks and internal notes so handoffs stay visible when multiple adjusters touch the same file.

Question 24

Does Morning Brief replace the work queue?

Accepted Answer

No. Morning Brief is a workspace-level summary of open work. Tasks remain where you assign and track specific next actions.

Question 25

Can I use the client portal without creating client accounts?

Accepted Answer

Yes. The secure web client portal uses PIN-based access per claim — there is no separate client mobile app.

Question 26

What can clients see in the portal?

Accepted Answer

Clients see portal-facing requests, uploads, and signing flows you enable. Internal Claim Notes, AI Claim Briefs, and staff review queues are not visible to clients.

Question 27

Is portal signing a full e-signature platform?

Accepted Answer

No. Agreement signing in the portal is beta/partial and is not a full e-signature platform. Review each workflow before relying on it for compliance needs.

Question 28

How do client reminders work?

Accepted Answer

On Pro and Premium, workspace owners and admins can run client reminders from the dashboard to send structured follow-ups for eligible overdue client items when messaging is configured. SMS and email require appropriate consent. Scheduled reminder automation is not self-provisioned — it can be enabled during implementation with production communication setup and a per-agency Cloud Scheduler job.

Question 29

How does SMS consent work?

Accepted Answer

Saving a client phone number at claim creation does not by itself authorize outbound texts. Record consent when the client has agreed, or ask them to opt in through the portal. Outbound SMS/MMS for claim-related communications also requires appropriate configuration. Review your workspace setup and our SMS consent notice before messaging clients.

Question 30

Can I save a client email or phone without sending updates?

Accepted Answer

Yes. You can save contact information when creating a claim without checking the consent boxes. Client SMS and email updates stay disabled for that channel until consent is recorded (adjuster attestation at create or client opt-in in the portal). Saving contact info alone does not authorize outbound updates.

Question 31

Does XactaClaim send portal PINs by SMS?

Accepted Answer

Portal-link SMS sends the URL only. Portal PIN and phone access codes are not sent by SMS.

Question 32

Are SMS and email available on every plan?

Accepted Answer

Client communications and voice intake run when configured and enabled on eligible plans (typically Pro and Premium). Messaging is subject to fair-use limits and provider setup.

Question 33

What is the difference between Morning Brief, Claim Copilot, and AI Claim Brief?

Accepted Answer

Morning Brief is a workspace-level overview of open work. Claim Copilot is interactive claim Q&A on the claim record. AI Claim Brief is a structured per-claim summary — available in the Pro/Premium mobile companion as beta; web Claim Brief UI is not yet available.

Question 34

Does XactaClaim make coverage determinations?

Accepted Answer

No. AI outputs are assistive and require human review. XactaClaim does not make legal, insurance, engineering, or public adjusting determinations.

Question 35

Should I trust AI summaries without verification?

Accepted Answer

Always verify AI outputs against source documents, notes, and policy language before acting or sharing with clients or carriers.

Question 36

Does canceling my subscription delete my claim data?

Accepted Answer

No. Canceling a subscription stops future billing or changes plan access. It does not delete your login account, workspace, claim files, documents, notes, reports, uploaded files, or client portal records.

Question 37

Is deleting my login account the same as canceling billing?

Accepted Answer

No. Deleting your login account is separate from Stripe billing and does not cancel subscriptions. If you have active, trialing, or past-due paid billing, manage or cancel billing first from the Billing page or Stripe Billing Portal.

Question 38

Can I delete all workspace data?

Accepted Answer

Full workspace and data deletion is handled separately from deleting your login account. Contact hello@xactaclaim.com for workspace closure or deletion requests. Some records may be retained for billing, legal, tax, fraud-prevention, security, dispute, or compliance purposes.

Question 39

Can sole workspace owners delete their login account?

Accepted Answer

No. Sole workspace owners must contact hello@xactaclaim.com for workspace closure, ownership transfer, or full workspace deletion before removing their login.

Question 40

What happens to Stripe billing history?

Accepted Answer

Stripe and payment processor records may be retained by those providers and are not erased by deleting your XactaClaim login account.

Question 41

What happens if I add extra seats?

Accepted Answer

Extra seats add workspace user capacity on Pro or Premium. They do not add claim credits and do not increase fair-use limits.

Question 42

Do booster packs unlock Premium features?

Accepted Answer

No. Booster packs add claim credits only for active Pro or Premium workspaces. Plan features come from your subscription tier.

Question 43

Where do I manage billing?

Accepted Answer

Authenticated users can review credits, plan status, and billing details in the Billing area of the workspace. Use the Stripe billing portal for plan changes, payment methods, renewals, and cancel-at-period-end options.

Question 44

How many users can access my workspace?

Accepted Answer

Plan tier and purchased extra seats determine user capacity. Team features are designed for small claim teams collaborating on shared claim files.

Question 45

Is client portal access the same as staff access?

Accepted Answer

No. Portal sessions are PIN-based insured access. Staff use authenticated workspace accounts with different permissions and visibility.

Question 46

Can I invite teammates during Solo Trial?

Accepted Answer

Solo Trial is oriented to individual exploration. Team scale, extra seats, and broader collaboration are part of paid Pro and Premium plans.

Question 47

Why do I need to verify my email?

Accepted Answer

Email verification helps protect workspace access, billing notifications, and account recovery. Complete verification before relying on sensitive workspace actions.

Question 48

Can I link Google, Apple, or password sign-in?

Accepted Answer

XactaClaim supports configured sign-in methods through Firebase authentication. Use Profile and account settings to manage linked providers where available.

Question 49

Where can I read about data handling?

Accepted Answer

Review our Security and Privacy policies for access boundaries, AI processing notes, and portal vs. staff data visibility.

Question 50

Can clients use the mobile app?

Accepted Answer

No. The mobile app is for staff users. Clients use the secure web PIN portal.

Question 51

Who can use the mobile companion?

Accepted Answer

Mobile companion access is available to eligible Pro and Premium workspaces with an active subscription. Staff users must sign in with their XactaClaim account and have access to the workspace.

Question 52

Does the mobile app work offline?

Accepted Answer

Offline mode is not currently supported. Use the app with an active network connection.

Question 53

Are AI results final decisions?

Accepted Answer

No. Mobile AI features, including Claim Brief, are staff-review tools only. They do not provide legal, coverage, engineering, public adjusting, or final scope determinations.

Question 54

Why does the mobile app tell me to log in on the web first?

Accepted Answer

Some accounts need to finish workspace setup, billing, or profile setup in the web app before mobile access is available.

Question 55

What can staff do on mobile?

Accepted Answer

Supported workflows include viewing claims, opening claim detail, Claim Quick Create, mobile Claim Notes, tasks/Work Queue updates where implemented, damage photos and files where available, and AI Claim Brief beta. Features vary by release — not every web workflow is on mobile.

Question 56

What is AI Claim Brief on mobile?

Accepted Answer

AI Claim Brief is a beta staff tool that generates a structured per-claim summary via backend AI (no API keys on device). Open it from claim detail on Pro/Premium mobile. Review output before acting or sharing. Web Claim Brief UI is not yet available.

Question 57

What should I do if I cannot access mobile?

Accepted Answer

Confirm Pro or Premium billing is active, your email is verified, and your workspace profile is ready. Email hello@xactaclaim.com with your agency name and the sign-in error you see.

Question 58

Can I delete my login account from the mobile app?

Accepted Answer

No. Account deletion, billing, and subscription cancellation are managed in the web app (Profile and Billing). The mobile companion does not provide login deletion at launch.

XactaClaim Support Center

Getting started

Claims and claim credits

Files and documents

Policy Review

Estimate Comparison

Damage photos

Claim Notes

Tasks and Work Queue

Client portal

Communications and SMS/email

AI tools

Billing and plans

Team roles and access

Account security and email verification

Mobile companion beta

Email support