> ## Documentation Index
> Fetch the complete documentation index at: https://help.mory.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Insurance case

> How to handle damage settled through an insurer, including notifying the insurer and checking invoices.

The **Versicherungsfall** (Insurance case) workflow follows [Damage handling](/en/workflows/damage-basic) but adds notifying the insurer and collecting quotes and invoices for the claim settlement.

## When to use this workflow

Use it when a damage is likely to be insured, for example:

* Hail or storm damage to facade, blinds or roof
* Water damage (pipe burst, backflow, flooding)
* Natural hazard damage
* Glass breakage

The task is created from a report (email, phone, WhatsApp, portal) or manually via **Neue Aufgabe** (New task). If the AI detects an insurance reference it suggests the type; you can also switch the type later.

## Process at a glance

1. Damage received
2. Notify insurer
3. Assignment or request quotes
4. Tenant communication and contractor feedback
5. Collect quotes and invoices
6. Invoice & closure

<Note>
  The exact step names in your checklist may differ from this description. Administrators define them in the **Workflows** module.
</Note>

## The steps in detail

<Steps>
  <Step title="Damage received">
    Confirmation email to the reporting person, cost estimate and linking of the **Ausstattung** (equipment), as in damage handling. Add photos and the date of damage; the insurer will ask for them.
  </Step>

  <Step title="Notify insurer">
    The agent drafts a claim notification to the responsible insurer. The insurer is stored as an **Unternehmen** (company) with the insurer role; the policy is found in **Datenbank** (Documents) via the insurance fields of the document. Review and send the notification. Record the insurer's claim number as a comment or in the task context.
  </Step>

  <Step title="Assignment or request quotes">
    For smaller damage, order a contractor directly. For larger damage, or if the insurer requires it, use the multi-offer variant: request several quotes, compare, approve, see [Damage with multiple quotes](/en/workflows/damage-multi-offer).
  </Step>

  <Step title="Tenant communication and contractor feedback">
    Appointment info to the tenant, feedback from the contractor after completion.
  </Step>

  <Step title="Collect quotes and invoices">
    All quotes and invoices are attached to the task. Incoming PDFs are recognised and matched; documents received by post are scanned and uploaded manually. Forward the documents to the insurer; the agent drafts the email.
  </Step>

  <Step title="Invoice & closure">
    The AI checks every invoice: is the VAT correct, are there differences to the quote, does the sender match? Anomalies are flagged. After the liability decision and the closure approval the task moves to the **Archiv** (archive).
  </Step>
</Steps>

## Tips & pitfalls

<Tip>
  The task language is detected from the report. Emails to tenants follow that language; emails to insurers and contractors can be adjusted in the draft.
</Tip>

* Store insurers and policies completely, otherwise the agent cannot suggest the recipient of the claim notification.
* Damage below the deductible is easier to process as normal damage handling.

## Related pages

* [Damage handling](/en/workflows/damage-basic)
* [Damage with multiple quotes](/en/workflows/damage-multi-offer)
* [Workflow overview](/en/workflows/overview)