Auto claim file
FNOL intake, missing-information analysis, chronology, file notes, communications, diary dates and closure summary.
Claims PortfolioOntario · Claims · Case Management · Client Service
Satya Geetesh
Kedarisetty
A practical portfolio showing how I investigate issues, organize files, communicate clearly and keep work moving toward resolution.
Independent portfolio exercise. Fictional training scenarios created for portfolio demonstration. They do not represent an actual claimant, customer, employer, insurer, patient or claim.
Project 01 · Completed
Auto Claims Investigation &
File Management
A fictional rear-end collision at Oxford Street West and Wonderland Road in London, Ontario. The work focuses on intake, evidence gathering, documentation, communication and appropriate escalation—not unsupported coverage, legal or settlement decisions.
Read the complete case fileWorkload prioritization
A 12-file fictional queue ranked by urgency, customer impact, deadlines and next-best action.
Excel tracker & dashboard
Live formulas, status tracking, follow-up dates, conditional formatting and workload indicators.
Difficult conversations
Clear, empathetic responses to repair concerns and a rental-limit risk without overpromising outcomes.
Process improvement
A standardized diary system supported by an intake checklist and communication templates.
Detailed work sample · Part A
Claim file from intake
to administrative closure
Role boundary: This simulation shows information gathering, documentation, customer updates and escalation. Coverage, fault, repair and payment conclusions remain with an authorized reviewer.
01 · INITIAL NOTICE OF LOSS
Reported information
- File
- ON-AUTO-2026-0916
- Collision
- September 15, 2026 · 5:35 p.m.
- Location
- Oxford Street West at Wonderland Road, London, Ontario
- Customer
- Maya Thompson
- Insured vehicle
- 2022 Toyota Corolla LE
- Other vehicle
- 2019 Hyundai Santa Fe · Lucas Bennett
- Reported event
- Stopped westbound at a red signal and struck from behind
- Immediate needs
- Towing, inspection, repair guidance and alternate transportation
Neutral intake summary
Maya reports that she was stopped westbound at a red traffic signal when another vehicle struck the rear of her Corolla. Emergency services reportedly attended and both vehicles were towed. At intake, the circumstances, damage, injuries and insurance information remained subject to verification.
02 · IMMEDIATE PRIORITIES
What happens first—and why
- Confirm injuries and safetyHealth and immediate safety take priority over administrative handling.
- Verify policy and relevant coverageTowing, repair and transportation involve costs; avoid premature payment promises.
- Confirm vehicle location and conditionReduce avoidable delay or storage exposure and organize the next action.
03 · INFORMATION GAPS
Questions still requiring answers
- Occupants, ownership and contact details
- Vehicle identification, damage and driveability
- Reported injuries and later changes
- Witnesses, photos, video and police information
- Policy status, deductibles and endorsements
- Towing, storage, repair and transportation needs
04 · INVESTIGATION & EVIDENCE
Requested and reviewed
Collision photographsCompared visible damage and vehicle positions with the reported account.
Other driver’s documentsUsed to identify the driver, vehicle, owner and insurer.
Towing invoiceRecorded the provider, destination and charge.
Police occurrenceUsed to confirm the reported parties and circumstances.
Appraisal and estimatePrepared for authorized repair review.
Collision-centre informationConfirmed location, storage and driveability concerns.
Evidence finding
Photos were generally consistent with the reported rear impact, but they did not independently establish vehicle safety, repairability, coverage or fault. The collision centre advised that the trunk could not be secured and the vehicle should not be operated before inspection.
05 · CHRONOLOGY & DIARY
File development and control
Collision reported; police and fire attended; vehicles towed
FNOL completed; photos, driver documents and tow invoice reviewed
Appraisal completed; authorized assessment supported repair
Part backorder identified; rental exposure escalated proactively
Repair completed; rental returned; customer confirmation obtained
Closure review completed; no open diary items
06 · CUSTOMER COMMUNICATION
Repair decision concern
“I understand why you are concerned about whether the vehicle should be repaired. The authorized assessment currently supports repair. I can document your concern and arrange review of any supplemental damage or new evidence, but I cannot promise that the outcome will change.”
Rental-delay response
Contact the customer proactively, explain the delay and remaining rental limit, establish a dated update and escalate transportation options before the limit is exhausted.
07 · RESOLUTION & CLOSURE
Final administrative review
- Final repair invoice verified
- Towing and rental documents reviewed
- Rental return and vehicle collection confirmed
- Outstanding documents and expenses checked
- Final customer update completed
- Open diary items cleared
- Closure summary prepared
Outcome: Initial estimate $15,900; final authorized invoice $16,740 following supplemental damage review. Repair completed and the file was prepared for authorized administrative completion.
Evidence of work
What the project demonstrates
Investigate before concluding
Separate known facts from missing information; request photographs, driver details, police information and invoices.
Control the file
Use chronology, diary dates, outstanding-item tracking and clear next actions so commitments are visible.
Communicate with care
Acknowledge concerns, explain current information accurately and avoid promising an outcome outside the role.
Prioritize by impact
Balance urgency, customer impact, deadlines and dependencies across a multi-file workload.
Workload simulation
A queue designed for action
The tracker turns a mixed caseload into a manageable work plan. Numbers below come from a completely fictional 12-file training dataset.
12Total files
7Due today
5High / critical
9.1Average days open
| Order | File situation | Priority | Reason and next action |
|---|---|---|---|
| 1 | Active water loss | Critical | Prevent continuing damage; confirm mitigation and customer safety. |
| 2 | Rental limit approaching | High | Contact customer before transportation support may be interrupted. |
| 3 | Manager deadline | High | Complete the requested review and communicate any blocker. |
| 4 | Missed customer update | High | Restore communication and provide an accurate status. |
Fictional claims queue
Tracks priority, status, customer contact, outstanding information, next action, follow-up date and days open.
Click to enlargeWorkload indicators
Summarizes open files, due and overdue follow-ups, status mix, claim types and average days open.
Click to enlargeContinuous improvement
Make follow-up visible,
consistent and measurable.
The proposed improvement combines a standardized diary/follow-up tracker with an intake checklist and communication templates. It addresses missed commitments without removing the judgement needed for exceptional files.
01
Capture
Record required information and gaps at intake.
02
Diary
Assign an owner, next action and follow-up date.
03
Communicate
Use consistent, accurate status updates.
04
Review
Escalate overdue or high-impact items.
About
Transferable experience,
shown through the work.
My background includes quality assurance, customer service, shift leadership and dental-office administration. This portfolio connects that experience to claims, case management and member-support work through transparent simulations.
InvestigationFile documentationCustomer communicationIssue resolutionPrioritizationStakeholder coordinationFollow-throughProcess improvement
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