Causes

When a Claims Workspace (fka Claims Connect) assignment does not sync over, there are a few potential causes:

1. The assignment needs to be re-synced to appear in the Accept Job queue
2. There may be an issue with the integration configuration
3. It is a program-provided claim that was released back to the insurance carrier
4. It is an older claim that existed before your integration was configured

Follow the steps below to resolve the issue.

Solution(s)

Re-sync the assignment

1. Open the Claims Estimate desktop app. 
   • NOTE: if you do not have the app installed, you can download it from the Claims Workspace website - located at symbility.net. Within Claims Workspace (fka Claims Connect), click on your name in the upper right-hand corner and click "Download Mobile Claims".
2. Locate the assignment within the Claims Estimate desktop app.
3. Click the three-dot menu (pictured below) next to the desired claim in the list
   
4. Select one of the following (will depend on whether the claim is available offline already):
   • Make Available Offline 
     • Once the claim is available offline, return to the same three-dot menu and select Upload Claim.
   • Upload Claim
5. After uploading, return to the same three-dot menu and click Release Ownership.
6. This should resync the assignment. Navigate back to your DASH environment and check to see if the claim assignment is available to create a new job in DASH or to link to an existing job.

Check your setup

1. Go to the Claims Workspace website (at symbility.net).
   • NOTE: if you do not have admin privileges in Claims Workspace (fka Claims Connect), you may not have the security to access the areas in the next steps.
2. Hover over your name in the top right and click "Company Information" in the drop-down menu.
   
   
3. On this page make note of the number listed next to "Symbility ID".
4. Next, hover over your name again in the top right again and this time click "API Account".
   
   
5. Click on the "General" tab to make sure that you have the Symbility ID you saw in step #3 listed in the "Account Number" field.
6. Now, go back to the DASH website. Once you are there, hover over "Administration" and select "Office".
7. You will need to check these two things within your Office settings
   • Check the dispatch level ID: Click on "Edit Office" to make sure the "Dispatch Symbility Company ID" has the Symbility ID that you got from Claims Workspace (fka Claims Connect). Check for any extra spaces.
   • Check the provider level ID: Close out of that modal/popup from the previous step and click on "Edit Symbility Company ID". Make sure it matches the ID you put into the "Dispatch Symbility Company ID" field (aka your Symbility ID). Check for any extra spaces.
8. Within DASH, hover over "Administration" again and select "API Configuration"
9. Confirm that you have a Symbility configuration listed here, with the Symbility ID listed under both the Notification API Key and the API Account Number here.
10. Continue to the next section if this still doesn't fix the sync.

Is this a program-provided claim?

Sometimes in Claims Workspace (fka Claims Connect), insurance carriers send down a copy of an assignment but will take it back (especially if it's an older claim). Confirm if the assignment was released back to the insurance company.

• If so, the solution would be to have the insurance company release control of it back to you for it to sync.
• If not, continue to the next section.

Is this an older claim? Or created before your integration?

If the claim was created before your integration was set up, it unfortunately won't sync automatically. However, you can still bring the estimate data into DASH by following the steps below.

NOTE: these steps will only help get your estimate data over

1. Open Claims Estimate (the desktop app).
2. Click "Create Claim" to create a new Claim.
3. Add in the requested info for the claim and save
4. Right click on “Estimate” on the left hand side of the claim screen.
5. Select the “Import Estimates..” option which should allow you to copy over the estimate from the older claim you have downloaded to Mobile Claims.
6. Upload this Claim to Claims Workspace (fka Claims Connect)
7. Click the three-dot menu (pictured below) next to the desired claim in the list
   
8. Select one of the following (will depend on whether the claim is available offline already):
   • Make Available Offline 
     • Once the claim is available offline, return to the same three-dot menu and select Upload Claim.
   • Upload Claim
9. After uploading, return to the same three-dot menu and click Release Ownership.

Questions? Contact Us!