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Claims and incidents are both events in AI Insurance. An incident records that something happened — a loss, an occurrence, a circumstance — that may or may not develop into a claim; a claim is the real thing. The two are the same kind of record wearing different labels, so an incident can be promoted to a claim (and an open claim reverted to an incident) at any time without losing anything. This page follows the workflow end to end: creating an event, converting between incident and claim, working the claim in its workspace, closing and re-opening it, and keeping its reserves and financials current. For the reference view of the events area, see Events; for every action in the Actions menu, see Event actions.

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The Events list

Events live under Events in the sidebar. The list shows every claim and incident with configurable columns — by default the event’s name, type (claim or incident), reference ID, status (Open/Closed), and created/updated dates — plus filters, sorting, and saved views like the app’s other list pages.
The Events list page showing rows of claims and incidents with Event Name, Event Type, Reference ID, Status, Created, and Last Updated columns, and toolbar buttons Edit Columns, Export Events, and New Event.

The Events list — every claim and incident, with Edit Columns, Export Events, and New Event in the toolbar.

The toolbar has three actions: Clicking any row opens that event’s workspace.

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Creating an event

Select New Event on the Events list to open the Create New Event page. The fields on this page are defined by your company’s configuration, so what you’re asked depends on how your company is configured. Typical creation fields include:
  • Event type — whether this is a claim or an incident. Don’t agonize over the choice: you can convert later.
  • Coverage type — which coverage the event falls under.
  • A description of what happened.
  • An assignee — the user who owns the event.
  • The exposures involved — the insured people, vehicles, locations, or other exposures the event references.
The Create New Event page with configuration-driven fields such as event type (claim or incident), coverage type, description, assignee, and related exposures, and Cancel and Create buttons at the top right.

The Create New Event page — the fields shown come from your company's configuration.

Create stays disabled until every required field is filled; Cancel returns to the Events list. On create you land on the new event’s workspace, where the rest of its details are captured. A few things happen automatically:
  • The event starts with an Open status.
  • The platform generates the event’s name from the exposures and claimant involved (you can override it later with Rename — see Event actions).
  • The event gets a reference ID you can search and filter by.
Details like the claimant, the event date, the report date, the related policy, and the loss location are typically captured on the event’s detail tabs after creation, depending on how your company is configured.

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Incident ↔ claim conversion

An event’s type isn’t fixed. Two actions in the Actions menu move an event between the types while keeping everything else — fields, files, notes, contacts, financials, tasks — intact:
  • Create Claim From Incident — promotes an incident (open or closed) to a claim. Use it the moment an incident turns into an actual demand.
  • Revert to Incident — turns an open claim back into an incident, for when something was recorded as a claim prematurely.
Both ask for confirmation, and after converting, the whole page (the Actions menu included) reflects the new type. See Event actions for the details.

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The claim workspace

An event’s detail page is the claim workspace: a header with the event’s name, its Open/Closed status tag, and the Actions menu, above a set of tabs that hold everything about the event.
An open claim's detail page showing the claim name and an Open status tag in the header, an Actions dropdown button at the top right, and tabs for Event Details, Legal, Files, Notes, Contacts, Financials, Forms, and Tasks.

A claim's workspace — name and status in the header, the Actions menu at the top right, and the event's tabs beneath.

Which tabs you see follows your permissions — tabs your role can’t read simply don’t appear — and the fields inside the Event Details and Legal tabs depend on how your company is configured.
The Legal tab keeps a claim’s litigation record in one place. Depending on your company’s configuration, it typically tracks:
  • Whether a lawsuit exists, and if so the case name and number, plaintiffs and defendants, venue, judge, and the key dates — served, filed, and trial.
  • Pre-trial milestones: mediation, deposition, and pretrial conference dates, and whether arbitration is involved.
  • Settlement posture: the settlement demand and settlement type.
A claim's Legal tab showing a Lawsuit Information card with fields like Has Lawsuit, case name and number, plaintiffs, defendants, venue, judge, served/filed/trial dates, mediation and deposition dates, arbitration involved, settlement demand, and settlement type.

The Legal tab — lawsuit and settlement details, shown as configured for your company.

Like the Event Details tab, cards on the Legal tab edit in place — some fields appear only when they’re relevant (for example, case details appear once the claim is marked as having a lawsuit).

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Open, close, re-open

Every event is Open or Closed, shown as a tag next to its name.
1

Work the event while it's Open

An open event offers the full set of actions — converting, closing, renaming, generating forms, creating tasks.
2

Close it when it's resolved

Actions → Close Claim (or Close Incident) asks for a Closed Date, pre-filled with today. Closing sets the status to Closed and records the date — it doesn’t lock anything away: every tab stays viewable.
3

Re-open if it comes back

On a closed event the close action is replaced by Re-open Claim / Re-open Incident, which returns the status to Open and clears the closed date.
If an event simply shouldn’t be active anymore, close it rather than deleting it — deletion is permanent, while closing keeps the full record and is reversible. See Event actions.
The Actions menu also covers renaming the event, creating linked tasks, and generating claim/incident forms — the full menu is documented in Event actions.

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Reserves & claim financials at a glance

The event’s Financials tab is where the money side of the claim lives (visible with the financials permission):
  • The Loss & Operating Report at the top summarizes the event’s reserves, owed, paid, and total amounts per configured transaction type. Each loss-recognition row offers an update reserves action to record a new expected total for that type.
  • The Transactions sub-tab lists the event’s invoices — with filters, search, export, and an Add New action to record a new transaction pre-linked to this event.
  • The Reserve Updates sub-tab lists the history of reserve changes.
An event's Financials tab showing the Loss & Operating Report with Reserves, Owed, Paid, and Total columns per transaction type, and below it sub-tabs for Transactions and Reserve Updates with an invoice listing and an Add New button.

A claim's Financials tab — the Loss & Operating Report above the Transactions and Reserve Updates sub-tabs.

Reserving is covered in Reserves and the report’s mechanics in Invoice types and line items; recording invoices and getting them settled is the subject of Billing & getting paid.