1. Start in the right laneUse the claim-type page/module so the CRM applies the correct templates, evidence checks and diary tasks.
2. FOA before external contactSend/request FOA early. Do not send complaints to banks, lenders, operators or insurers without authority.
3. Evidence drives draftingUpload statements, PDFs, reports and correspondence before generating complaint drafts.
4. Review before sendUse draft/approval flows. Send only from approved packs or authorised live-send buttons.
🎰
Gaming / Gambling Cases
operator, bank and lender complaint workflow
CRM entry point
Gambling Claims page from the sidebar. Use Statement Analysis and Client Documents for evidence.
Gambling ClaimsAuto-derive defendantsGrouped FOAStatement Analysis
1
Intake & eligibilityCheck brand, client details, claim period, vulnerability markers and whether a signed FOA exists.
2
Identify partiesAuto-derive / manually add gambling operators, banks and lenders. Confirm email/contact details.
3
Collect authority & evidenceUse grouped FOA where multiple parties exist. Upload bank statements and operator data where available.
4
Analyse loss/vulnerabilityRun statement analysis for gambling spend, adverse markers and transaction patterns.
5
Draft/send complaintsGenerate bank/operator/lender drafts, review, then send or mark sent. Track responses and FOS route.
🛡️
Online Fraud Cases
APP scam, crypto, bank recovery and FOS workflow
CRM entry point
Use Claim Control / Case Drafting for fraud cases, plus Client Documents and Statement Analysis for evidence.
Online Fraud ClaimsClient DocumentsStatement Analysis: fraudCase Drafting
1
Intake & evidence gatheringCapture scam chronology, bank, beneficiary/payee, platform, Action Fraud/police refs and losses.
2
FOA and documentsRequest FOA, ID, bank statements, screenshots, WhatsApp/email chats and crypto/platform evidence.
3
Assess bank routeReview reimbursement, APP scam, chargeback, authorised push payment and complaint time limits.
4
Draft complaint packGenerate bank complaint / recovery narrative. Attach chronology and evidence summary.
5
Submit, chase, escalateSend after review. Track bank response, chargeback attempt, FOS/FCA route and settlement/credit control.
🚗
Car Finance Cases
DCA / commission disclosure / lender complaint workflow
CRM entry point
Car Finance DCA Claims page. Use agreement rows, lender lookup, FOA documents and complaint drafting tools.
Car Finance DCA ClaimsAgreement rowsLender lookupReady to Send
1
Intake & agreement checkConfirm client details, vehicle/VRM, lender, agreement number and DCA/commission category.
2
FOA + lender identificationEnsure signed FOA is attached. Use lookup/Valid8 where available; split multiple agreements into clear rows.
3
Disclosure / DSAR requestPrepare commission disclosure or DSAR request to the correct lender inbox with FOA attached.
4
Assess responseReview lender disclosure/final response, commission data, missing evidence and limitation concerns.
5
Complaint/FOS/credit controlGenerate/review complaint, submit, track FRL, refer to FOS if needed, then invoice on successful outcome.
🚙
Total Loss Claims
write-off undervaluation / insurer evidence workflow
CRM entry point
Total Loss Reclaim and Historic Vehicle Valuations. Use the Joe/Total Loss tools where valuation evidence is uploaded.
Total Loss ReclaimHistoric Vehicle ValuationsUpload valuation evidenceInsurer complaint draft
1
Intake & vehicle detailsConfirm client, VRM, insurer, claim date, settlement amount and whether the vehicle was written off.
2
Collect valuation evidenceUpload settlement letter, engineer report, guide valuations, mileage, condition, extras and deductions.
3
Run valuation reviewUse vehicle valuation/report tools to compare insurer offer against market evidence.
4
FOA/client inviteIf client has not completed the claim pack/FOA, send the client invite draft and chase documents.
5
Insurer complaintGenerate insurer evidence request/complaint draft, review/send, chase response, then Ombudsman/settlement/invoice.
Generated for CRM staff training — UI perspective. Keep case notes, diary tasks and credit-control outcomes updated at each stage.
