The customer email automation layer collision repair shops actually run on. AI drafts adjuster replies, supplement requests, parts updates, pickup notices, and customer status emails from full claim context. Sent from your Gmail or Outlook over OAuth, threaded per claim. Owner reviews, owner sends. Never auto-sends. Basic Gmail and Outlook email ships on every paid plan starting at Starter ($49.99); AI drafting and the Unified Email Hub are part of Professional ($129.99) and up.
Connect your existing shop inbox in 30 seconds over OAuth. No SMTP setup, no forwarding rules, no third-party domain. Outbound email sends from the shop address adjusters and customers already know. Inbound mail syncs into the claim, threaded by participants, subject, and a hidden claim token so cross-team handoff stays clean even when the office manager is out.
When an adjuster emails, Claimory reads the full claim record in one pass: vehicle and VIN, open supplements, carrier behavior, photos from teardown, deductible, every prior message on the thread. The AI writes the reply in your shop's voice, short and direct for adjusters with the claim number, dollar total, and photos cited; warmer for customers with the deductible and pickup hours baked in. The owner reads, edits, and sends.
Status emails (in body, in paint, ready for pickup), supplement explanations, deductible reminders, and post-repair surveys all draft from the claim and send from the shop's address. When the customer replies, the message lands inside the claim, not a stranded inbox or a tech's personal email. The next teammate to open the file sees the full thread, including the question the customer asked three weeks ago.
Teardown photos, supplement evidence, finished-car shots attach inline so adjusters click through without downloading a single zip. Repair authorizations, betterment acknowledgements, and supplement approvals embed an e-sign link that customers complete from their phone, no print and scan loop. Both habits speed approval cycles and keep the customer experience smooth.
CAN-SPAM unsubscribe handling on customer broadcasts, with the shop's physical address in the footer. Workspace-wide signature, address, and reply-to controls keep brand and compliance consistent across every send. Adjuster mail is one-to-one transactional and does not require a footer, but the same address and reply-to rules apply so nothing accidentally goes out non-compliant.
Reusable templates with claim merge fields cover common milestones (received, supplement approved, ready for pickup, paid). Aging supplements surface on the dashboard once your follow-up threshold passes, with the draft already pre-filled. Analytics track per-claim email volume, reply time, and outcome so the shop sees where the operator hours actually go.
Operator interviews from the Claimory cohort report 8 to 15 outgoing claim emails per shop per day at around 5 minutes each (read the prior thread, retype context, attach photos, find the deductible, hit send). Across a 22-day working month, that is roughly 15 to 28 hours of office time per shop. AI drafting from full claim context routinely cuts that to under 5 minutes per shop per day for the same volume, because the draft already knows the answer the office was about to type.
Email is a claim-level channel, not an estimating-tool channel. Keep writing estimates in CCC ONE or Mitchell. The adjuster email thread, the customer pickup notice, and the supplement request file against the same claim that holds the estimate, so the back-and-forth never gets stranded in a tool the rest of the team cannot see.
Every email binds to a claim by claim number, carrier claim number, customer email, or adjuster email. Confident matches link automatically; weaker matches surface as a one-tap suggestion the office manager confirms, so nothing silently mislinks. An inbox-by-claim view lists every claim with correspondence, newest first, and each claim shows its full email history as a dated timeline. You can work email from a claim or work claims from email.
Open a claim with a long email back-and-forth and Claimory reads the whole thread in one pass: a plain summary, the open action items with who owes what, and any hard deadlines pulled from the messages. It also reads the carrier's latest email and suggests the next claim status, total loss, waiting on insurance, repairing, as a one-tap update the owner confirms. Nothing changes status on its own. A first-notice email can spin up a new claim with the customer, vehicle, VIN, and claim number prefilled for review.
Set a rule once and incoming mail sorts itself. Match by sender, domain, or subject, then pick the action: auto-categorize into insurance, customer, vendor, or internal; auto-assign mail from a sender to a specific teammate; or hide a noisy domain you never want to see (parts marketing, newsletters). Rules apply going forward and any rule can be toggled or deleted, so the office manager stops hand-sorting the same senders every morning.
On an inbound email, Claimory offers three short ready-to-send reply options drawn from the thread. Tap the one that fits, edit a line if you want, and send. They are a head start on the typing, not an auto-responder. Like AI drafting, smart replies never leave the shop on their own; the owner still hits send. Smart replies use the AI budget and unlock on Professional and higher.
A needs-reply view lists every inbound email still waiting on an outgoing response, oldest first, each tagged with how many days it has been waiting. Anything older than your workspace threshold (3 days by default) is flagged overdue, and a daily reminder notifies the assignee or the team. The adjuster who went quiet on a supplement gets chased before the rental days pile up. It is a reminder surfaced for a person to act on, never an auto-send.
Inside the Insurance folder, mail groups into per-carrier sub-folders with a live count on each, so the State Ins thread and the Progressive thread sit in their own piles instead of one undifferentiated wall of insurance email. Combined with rules and per-claim threading, the office manager goes straight to the carrier they are working without searching. Outbound mail shows a sent confirmation once it leaves the shop mailbox.
Only after you click send. AI drafts the reply from full claim context, you review and send. There is no auto-send anywhere in Claimory.
No. Email is sent from your normal shop address via Gmail or Outlook OAuth. Adjusters see your address and your signature, not a third-party domain.
Customer broadcasts carry one-click unsubscribe and the shop's physical address. Unsubscribes are honored workspace-wide, not just on the current claim. Adjuster mail is one-to-one and follows the same address and reply-to rules at the workspace level.
Every outbound email carries a hidden claim token plus traditional Subject and References headers. Inbound mail matches on those signals, falls back to participant matching, and files the reply against the claim. Ambiguous threads queue for one-click triage instead of being guessed.
Basic email is. Core Gmail and Outlook OAuth, send and receive, and full per-claim history are included on every paid plan starting at Starter ($49.99 per location per month). AI drafting, email automation rules, and the multi-inbox Unified Email Hub unlock on Professional ($129.99) and higher.
No. The AI reads the thread and can suggest a next status (for example, total loss after a carrier email), but it is a one-tap suggestion the owner confirms. Auto-linking an email to a claim is confidence-scored: confident matches link automatically, weaker matches wait for a one-tap confirmation, and nothing changes claim status without a person.
Yes. Email rules run automatically on incoming mail. Match by sender, domain, or subject, then pick the action: auto-categorize into insurance, customer, vendor, or internal; auto-assign mail from a sender to a teammate; or hide a noisy domain you never want to see. Rules apply going forward and any rule can be toggled or deleted.
On an inbound email, Claimory offers three short ready-to-send reply options drawn from the thread. You tap the one that fits, edit a line if you want, and send. They are a head start on the typing, not an auto-responder; the owner still hits send. Smart replies use the AI budget and unlock on Professional and higher.
A needs-reply view lists every inbound email still waiting on an outgoing response, oldest first, each tagged with how many days it has been waiting. Anything past your workspace threshold (3 days by default) is flagged overdue, and a daily reminder notifies the assignee or the team. It is a reminder for a person to act on, never an auto-send.