Claims Queue (Operator)

The claims queue is the operator's view into every Levy Cover claim filed by a rider on the subaccount. It lives at /dashboard/insurance/claims and is the day-to-day workspace for fleet managers monitoring insurance activity.

Queue layout

The default list view shows:

The list is sorted by Last update descending by default - newest activity at the top.

Filtering

The queue supports filtering by:

• Status - to focus on open claims (submitted, under_review) or recently paid claims.
• Tier - if you only offer Standard, this is unused. v2 operators with three tiers often filter to Premium to track personal-injury claims separately.
• Vehicle - useful for identifying problem vehicles with recurring claims.
• Rider - for support escalations on a single rider.
• Date range - for monthly or quarterly review.
• Incident type - theft, damage, injury.

Filters are URL-stateful, so a saved view can be bookmarked or shared.

Claim detail page

Click a claim ID to open the detail page. It shows:

• Claim metadata - all fields from insurance_claims, including description, incident_category, police_report_number, filed_at, and last_status_at.
• Photos - the rider's uploaded photos, displayed inline. RLS-gated; only operators on the subaccount can view.
• Ride context - the linked ride, its route map, and the policy details (tier, premium, carrier policy ID).
• Carrier notes - any free-text notes the carrier has shared via the webhook payload.
• Payout info - if status is paid, the payout amount, currency, destination (card / bank / paypal / levy_wallet), and the carrier's payout reference.
• Internal notes - operator-only annotations (see below).

Internal notes

Operators can add internal notes to a claim. These are visible only to the operator and Levy support - they are not shared with the carrier or with the rider.

Notes are useful for:

• Recording an operator-side investigation of the vehicle's last known condition.
• Flagging a rider for support follow-up.
• Tracking communication with the rider outside the in-app claim thread.

Notes are append-only and audit-logged. The carrier never sees them.

What operators cannot do

The operator queue is read-mostly. Specifically, operators cannot:

• Approve or deny a claim. Adjudication is the carrier's job. Cover Genius (or Slice) owns the decision.
• Override the payout amount or destination. The carrier determines both.
• Trigger a payout manually. Payouts are issued by the carrier and announced via webhook.
• Refund the premium independently. Premium refunds go through the ride refund API. See Premium Refunds via the Ride.
• Cancel a bound policy. Voiding a policy is a carrier-side action; operators request it through support.

This separation is deliberate. Operators get the upside of insured rides (reduced damage exposure, commission share) without the regulatory burden of acting as an insurance company.

Vehicle heatmap (v2)

In Phase 2, the queue page includes a per-vehicle claim heatmap. Vehicles with high claim counts relative to ride volume are flagged for inspection - often a sign of a vehicle with a worn brake, loose handlebar, or a frame issue that increases rider risk.

The heatmap pulls from the same insurance_claims data as the queue. There is no separate signal collection.

What flows from the queue to ops

The most common operator workflow from the queue:

1. New claim appears (status submitted).
2. Operator opens it, reviews the photos and description.
3. If the operator has additional context (e.g. another rider reported the same damage on the vehicle earlier that day), they add an internal note.
4. They wait for the carrier to move the claim through under_review to approved or denied.
5. If approved and the rider chose Levy wallet, the credit posts automatically.
6. The claim hits paid and falls off the active filter.

For SLA monitoring, see the loss-ratio report and time-to-payout chart on Loss-Ratio Reports.

Subaccount permissions

Access to the claims queue requires the insurance:read permission, which is enabled by default for subaccount admins and read-only operators. Drivers and viewers do not have access.

Internal notes require insurance:write. Operator commission settings and the offerings page require insurance:manage.

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