Customer experience is a first-class pillar of Claimory. The platform was built around a simple operator truth: the modern collision customer wants to know what is happening with their car without making a phone call, and the front desk wants its day back. The customer portal surfaces (token portal, QR updates, e-signature, scheduling, CSI survey, photo uploads, Gmail/Outlook email) ship out of the box on every paid plan starting at $49.99 per location per month. Two-way SMS and the AI email hub are part of Professional ($129.99) and up.
Token QR customer portal, live repair status timeline, photo updates from the bay, two-way SMS via Telnyx, connected mailbox with claim-threaded email, e-signature for repair authorization and supplement approvals, self-serve appointment scheduling, post-repair CSI survey, and review prompts. Every surface threads back to the claim record, so the operator never works from a stranded inbox or someone's personal phone.
Token-based, no login. The customer scans the QR on the work order with their phone camera and confirms their last name and claim number to open the portal. They see the claim, vehicle, insurance company, current status, and a live repair-progress timeline, with photos and a way to reply to the shop through a free account. The token is the access mechanism, so there is no password reset call and no app store friction. Shop branding in the account view on Professional and above, with public branded landing at claimory.io/p/your-shop-slug.
Every workspace gets a real local phone number through Telnyx. Customers see a number they can save and reply to, not a shared shortcode. Once the workspace number is connected, replies thread back to the claim record. AI drafts outbound messages in the shop's tone, the operator approves before send, and templates cover the common milestones (received, supplement approved, ready for pickup, paid).
Connect Gmail or Outlook over OAuth. Adjuster and customer threads sync into the claim, threaded by participants and subject. Outbound email sends from the shop's domain, so the recipient sees a normal email, not a third-party tool. AI drafts replies from the actual claim context (vehicle, supplement history, carrier behavior, prior thread). Operator reviews, edits, sends. Nothing auto-sends.
Print one QR per claim onto the work order, dashboard tag, or the customer's check-in receipt. Customers scan and verify with last name and claim number to see live status and the repair-progress timeline without an app or password, with photos in the free account. For shops doing 30 or more claims a month, the QR rollout is the single biggest reduction in inbound call volume the platform produces.
Repair authorization, betterment acknowledgement, and supplement approvals go out as a secure signing link the customer opens on any device, and pickup-delivery sign-off happens in the customer account. Self-serve appointment requests for inspection, drop-off, and pickup route into the shop calendar without a phone call. Post-repair CSI survey and review prompt close the loop and turn finished repairs into the next claim's introduction.
Operator interviews from the Claimory cohort surface 3 to 6 inbound 'where's my car?' calls per day at 4 minutes per call. Across a 22-day working month, that is roughly 4 to 9 hours of front-desk time reclaimed per shop per month. When the front desk is not re-typing status into three surfaces, that time goes into pushing claims forward: chasing supplement approvals, calling customers about deductibles, scheduling the next car in.
The portal is token-based, not login-based, so there is no password reset call. SMS uses real Telnyx workspace numbers, not a shared shortcode, so customers can save the shop as a contact. Every customer-facing message threads to the claim, so the next teammate has full history. AI drafts every outbound message in the shop's tone with a human approval step, nothing auto-sends. The customer portal layer ships on every paid plan starting at Starter; two-way SMS and AI-drafted messaging are part of Professional ($129.99) and up.
No. The portal is token-based and opens in any phone browser. The customer scans the QR code, confirms their last name and claim number, and sees the claim, vehicle, insurance company, current status, and the repair-progress timeline with no app and no password. Photos and messaging come with a free account.
A real local phone number provisioned per workspace through Telnyx. Customers see a regular number, can save it as a contact, and can reply. Once the workspace number is connected, replies thread to the claim.
Operator interviews from the Claimory cohort report 3 to 6 calls per day at 4 minutes each. After the portal and SMS are live, the calls that remain are the ones that actually need a person. Front desks reclaim roughly 4 to 9 hours per shop per month.
No. Every AI-drafted SMS and email sits as a draft until a human approves and sends. There is no auto-send anywhere in Claimory.
Yes, in the customer account view. Once the customer creates a free account, the account shows your logo and colors on Professional and above, with a public branded landing at claimory.io/p/your-shop-slug to bookmark. The quick no-login status view is Claimory-branded. Enterprise multi-location groups get a per-group co-branded account view.
The customer portal, e-signature, QR-code updates, self-serve scheduling, and photo uploads are included starting at Starter ($49.99 per location per month). Two-way SMS and the AI email hub are part of Professional ($129.99) and up. White-label branding tiers up on Elite, but the operational portal ships on every paid plan.
CSI from the post-repair survey feeds the carrier scorecard. Cycle time and customer-communication consistency are what insurance carriers measure most in DRP relationships, and Claimory ships the surfaces that drive both.