FAQ / Troubleshooting

Answers to the questions we hear most. If your issue isn't here, email contact@claimops.io — we respond within 24 hours.

Is my first claim really free?

Yes. You can create a claim, upload estimates, run the comparison, strengthen line items, generate the supplement PDF, and send it — all without a credit card. The free tier covers one complete claim, the whole workflow. The only thing gated is creating a second (new) claim. Working an existing claim — adding rounds, uploading carrier responses, regenerating packages — never requires a subscription.

Why won't my estimate parse?

The most common cause is a scanned PDF (an image of the estimate, not a text-based PDF). ClaimOps needs a text-readable PDF to extract line items. If you exported from Xactimate, make sure the export is “Print to PDF” or the standard Xactimate PDF export — not a photo scan. If the file is already a text PDF and it's still failing, the format may be unusual enough that our parser doesn't recognize it. Email us the file and we'll take a look.

What's the difference between a strong match and category-only?

In the Smart Match tool, a strong match means ClaimOps found a specific photo in your claim that directly supports the line item — grounded in the actual content of the image. A category-onlymatch means the photo is in the right trade category (for example, roofing), but there's no specific line-item connection ClaimOps can confirm. Category-only suggestions are useful as trade-category evidence; they won't automatically strengthen the item the same way a strong match does, and they're counted separately so you know which is which. Strong matches are the ones to prioritize.

Why is the recovery percentage different from what I expected?

A few things can make the number look unexpected:

• In Round 2, confirm Triage before generating. If you skip the Triage step and go straight to generating Round 2, ClaimOps has to scope the full original ask — which doubles the denominator and makes the percentage look lower than it really is. Confirm the Triage step first.
• Recovery is net, not gross. The recovery bar shows net-new dollars recovered (what the carrier added beyond their original payment). The carrier response card separately shows the gross approved amount. Both numbers are correct — they measure different things.
• “Needs review” items aren't counted as recovered yet. Items the carrier didn't clearly address stay in “needs review” until you confirm their status. They don't add to the recovery total.

If the number still looks wrong after checking these, email us with the claim and we'll look at the data directly.

Why am I being asked to verify my email?

Verification is required before you can subscribe or send a supplement package directly from ClaimOps to a carrier. You can sign up, log in, and work your first claim without verifying — verification is only required at those two action points. Check your inbox (or spam) for an email from no-reply@claimops.ioand click the link. If you don't see it, use the “Resend verification email” option in the app banner. Wait at least one minute between resend attempts.

Can I edit the PDF before sending it to a carrier?

You can't edit the PDF inside ClaimOps — the PDF is generated from the data in your claim (estimates, evidence, notes). If something looks wrong in the PDF, the fix is to update the underlying data (add a note, adjust evidence, correct the estimate) and regenerate. If the PDF has content you're not sure about before sending, email us at contact@claimops.io and we'll help you check it. Always review the generated PDF before it goes to a carrier.

Does ClaimOps guarantee my supplement will be approved?

No. ClaimOps helps you find missed scope and build a better-documented supplement package — but whether the carrier approves it depends on your specific claim, the adjuster, the strength of your evidence, and the carrier's own assessment. ClaimOps handles the comparison math, the formatting, and the code lookups so you can focus on the strategy. The outcome is yours to negotiate.

Can I run multiple rounds on the same claim?

Yes. After you record the carrier's response, ClaimOps lets you start a Round 2 supplement scoped to the items still in dispute. Each round is tracked separately. Your Round 1 history stays intact — ClaimOps doesn't overwrite anything. See the Round 2 article for the full walkthrough.

What file formats does ClaimOps accept for estimates?

PDF is the primary format. Most contractor and carrier Xactimate exports are text-based PDFs. If you have a different format or a scanned image PDF that isn't parsing, email us the file and we'll help get it working.

How do I get help fast?

Email contact@claimops.io. We aim to respond within 24 hours — typically evenings. Include the claim number or a screenshot of what you're seeing and we'll get back to you directly. We don't have a chatbot or ticket queue — you're talking to the people who built this.