Claimable allows you to create unlimited Message Templates for you and your colleagues to use when emailing people involved in the claim.
The Message Templates feature allows you to automatically create custom emails with a pre-defined body including automatically populated claim data that saves you time and ensures consistency when communicating with claimants, clients, suppliers and colleagues.
You should use Message Templates if:
you have a set of standard emails you need to send during the claim management process;
your team currently spend a lot of time typing emails that are similar and need sending often;
you require your team to be consistent when communicating with customers;
you want to spend less time training new team members.
Creating a Message Template
Admins and managers can create message templates by accessing the Message Templates section under Account Settings tab and clicking the "Add Message Template +" button.
Only users with the role Admin or Manager can create and manage message templates. Other users will be able to use the templates when composing a message or replying to an existing message.
When creating a Message Template you can:
Provide a Name
When creating a template you will need to provide a name. You should choose a name that is short but self-explanatory to ensure your colleagues can easily search for the correct template. For instance, the message template can be called: "Claim Acknowledgement".
Add a Description
The description should be used to explain when and how to use the template. The description will appear in the preview list when selecting the template and in the main templates view. For instance, the description can be: "To be sent to the claimant upon receipt of the claim"
Select the Claim Type
Claimable allows you to make the claim template available only for a specific claim type or for all claim types. This enables you to have different versions of specific templates customised to suit each type of claim. For example, you may have two different versions of the "Claim Acknowledgement" template, one for Motor and one for Property claims.
Select the Client
By specifying the client, you can make the template available only on claims linked to a specific client. This allows you to build a specific workflow for your team to follow based on the client they are working with.
Compose the Message
To compose a message, just start typing the body of the email in the Message Template box. The template will function as a blueprint and when loading it into a message you will still be able to edit any part of it.
Use Placeholders
Placeholders represent claim data that can be added to a message template and will automatically pull specific information from within the claim. Placeholders allow you to create dynamic templates that adapt to the claim they are used in.
Placeholders can help you save time, improve accuracy, and deliver a better customer experience by automatically personalising the messages you send to your claimants and clients.
For example, when creating a message template you may want to open the message with a salutation. To personalise the salutation, you can add the placeholder "Claimant Salutation Name" and Claimable will automatically populate it with the title and name of the claimant for that specific claim, for example "Mr Smith" or "Miss Jones".
You can see the full list of Placeholders here.
To add placeholders to the template, just drag and drop the placeholder from the placeholder list into the message template box.
Saving the Template
Once you have typed the body of the message, you will need to click "Create", to ensure the template is saved in your account. If you are not ready to publish the message and you will need to work on it in the future, just leave the "Published?" toggle on the "Draft" option and click "Create".
Your team will not have access to any draft templates; you can revisit them in the future and publish when they are ready for consumption.
Publishing the Message Template
Once the template is ready to be used you can publish it and it will become available for the rest of your team to use from within the Messages feature.
To do so, just toggle the "Published?" option to "Published" and click "Save".
Using Message Templates
You and your team will be able to use published templates when composing a message from within a claim.
To do so, just click on the "Load Template" button under the message compose box on the left-hand side.
Once your message template is loaded into the draft message, you will still be able to edit its content.
Deleting Message Templates
Admin users can edit and delete any message templates while managers can only edit and delete the message templates they have created.