FAQ / Troubleshooting

Help with estimates, evidence, account access and carrier responses. If your issue isn't here, email contact@claimops.io — we aim to respond within 24 hours, typically evenings.

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 plan covers one complete claim, including later response rounds. Once a claim has reached comparison, creating another requires a subscription. Canceled subscriptions and unresolved payment issues can separately make an existing workspace read-only. See Account & Billing for those distinctions. Package email sent through ClaimOps, including a test copy, also requires email verification.

Can I create a supplement without extra photos or documents?

Yes. Both current original contractor and carrier estimates are still required for the comparison. After checking the sources and selecting your scope, choose Review supplement to prepare with current documents. Review any listed support gaps and required corrections, then choose Create supplement. Extra uploads and a particular support score are not prerequisites. An estimate difference does not prove payment is owed; add relevant support or reconsider any item you cannot explain. Always inspect the saved PDF before sending. Compare the two preparation options.

Why won't my estimate parse?

An original exported PDF usually gives the clearest source. ClaimOps can also read clear, upright scanned PDFs; visual reading is limited to 15 MB and 30 pages. Blurry, cropped, password-protected or unusual files may still fail. Follow the error shown, try the original export or a clearer scan, and review the parsed details against the PDF before comparing. If no rows can be read, that needs a better source or support help; it is not a valid zero-dollar estimate. Do not send private claim files to support unless you are authorized to share them.

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

These labels describe matching suggestions. A strong match suggests a specific item connection; category-only means a broader trade connection. Neither label confirms that the source proves your requested price, quantity or code requirement. Open the source and check the relevant facts for that task. A measurement photo can support quantity when you can identify the measurements, unit, location and calculation. Linking a file alone does not finish the review. A saved contractor review shows who reviewed it; pending, unknown, unrelated or stale evidence still needs attention. These workspace reviews do not update saved packages or certify a code requirement.

Why is the recovery percentage different from what I expected?

A few things can make the number look unexpected:

• Compare amounts from the same scope and round. The original comparison gap, a saved round's request and today's selected unresolved items can be different amounts. Read the label and round beside each figure. Review the response items and confirm your pursuit decisions before preparing the next round; follow the specific blocked reason shown in the app.
• Original allowance and additional recovery are different. The carrier's original estimate is the starting allowance, not supplement recovery. An additional allowance for one round and cumulative additional recovery across rounds are also different measures. A response total may include amounts already allowed; do not add all response totals together.
• Incomplete response history stays uncertain. Review items the carrier did not clearly address. Missing or unreviewed allowance history can leave recovery unknown; it should not be read as zero. Check the source response and its round before resolving those items.

If the number still looks wrong after checking these, email us with the claim and we'll help identify which amount or source needs review.

Why am I being asked to verify my email?

Verification is required for Stripe checkout and package emails sent through ClaimOps, including Send a test copy to myselfand direct carrier email. You can sign up, log in, work your first claim and download its PDF without verifying. Sending that download through your own email application is a separate delivery path. Check your inbox (or spam) for an email from ClaimOps and 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, with a maximum of five per hour. If the address is wrong, update it in Settings → Profile and verify the new address. See the email and login guide.

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

You can edit the cover letter on an editable package. The PDF itself is generated from the claim; it is not a freeform PDF editor. Review parsed details and make any supported source corrections before the first package is saved. Existing packages or response history lock those source corrections. Later evidence or workspace reviews do not rewrite a saved or delivered version. Use the available package controls to rebuild when allowed, then inspect the resulting PDF again. If a source amount is wrong but locked, or you are unsure what a package says, contact contact@claimops.io for help. Always review the generated PDF and recipient 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 helps with comparison math, formatting and evidence organization. You still need to check the sources, applicable requirements and final package. 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. Delivered package versions and prior response records stay available in history; current workspace selections can change as you decide what to pursue next. 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. Clear scanned PDFs are also supported within the visual-reading limits above. If the source cannot be read, use a clearer PDF or contact support with the error message before sharing a claim document. Photos are different. Evidence photos on the Strengthen tab can be JPG, PNG, HEIC, GIF, or WebP, so pictures straight off an iPhone upload without converting them.

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.