# Loss assessor: gathering a claim’s documents with the policyholder

> A water damage claim followed with the policyholder: photos, invoices and quotes gathered, the insurer’s loss adjuster’s report shared, every exchange dated.

## A claim, with documents arriving for months

A bookshop owner calls you after a water leak: the stockroom has flooded, the stock and the shelving are damaged. You need photos of the damage, the insurance policy, the claim notification, the stock invoices, then quotes from the plumber, the decorator and the joiner. The photos come in on WhatsApp, the invoices by email, a quote photographed at an angle.

Meanwhile, the insurer’s loss adjuster asks for documents of his own, and your client no longer knows what has already been sent, or to whom. When the settlement offer arrives, you have to dig out what was sent, and when, before you can challenge it.

## Each claim has its own folder, from the first photos to the settlement

The policyholder has their own link, with no account, and uploads photos from their phone. They can write to you or add a document on their own initiative. You and your team share the folder, opened from the “Dégât des eaux” (water damage) template, with internal notes the client never sees.

- **Claim documents**: photos of the damage, insurance policy, claim notification, invoices for the damaged goods. Each document is [requested from the policyholder](/en/features/document-requests) and followed until it is uploaded; an unreadable invoice is refused with the reason.
- **Repair quotes**: the tradespeople’s quotes gathered in a single request, one line per quote.
- **Site inspection**: a slot offered to the policyholder and the loss adjuster, confirmed in the folder.
- **Schedule of loss**: your figures, submitted to the policyholder for sign-off before you present them. They approve it in their own name, with the date.

A sign-off dates and names whoever gave it. It is a simple approval, not a qualified electronic signature.

## The insurer’s loss adjuster, in the same folder

He joins as a participant with limited access: he reads only what names or mentions him, what he wrote himself and the folder’s milestones. You send him the schedule of loss and the quotes, he uploads his report, and your client reads it in the same place. Your internal notes and your exchanges with the policyholder stay between you.

The [“Waiting” view](/en/features/the-waiting-view) shows, in each folder, what is waiting on you, what your client owes and what you are waiting for from the loss adjuster. An overdue document stands out by itself, and reminders chase every pending request: two days before the due date, on the day, the day after, then seven days later.

## A closed claim, every exchange still dated

Once the settlement is accepted, you [close the folder](/en/features/closing-and-archiving): it becomes read-only. The photos, the quotes, the loss adjuster’s report and the policyholder’s sign-off on the schedule of loss, with their dates, remain available to the firm and the policyholder for as long as the firm’s workspace exists. The policyholder can download their own copy: the thread as a PDF, with its documents.

If the insurer comes back on one item, you reopen the folder and everything is still there.