Waypoint Claims
Waypoint Suites / Customer Portal

Ring-fenced consumer portal and defensively isolated workspace

Claimants, insureds and other parties on one claim — contractors, attorneys and other contacts listed on it — check status, send photos, video and documents, and message the claim team, in seven languages.

No account and no password: a one-time link emailed to the address on the claim, good for 30 minutes and once, or the claim number plus the email or phone on file. There is no policy view and no premium or card payment — premium is never paid through Waypoint.

See the customer view What it solves for

Claim-scoped Customer Visibility

Claim-scoped visibility
Status
Where The Claim Stands
Four plain steps — Received, Assigned, Under review, Resolved — and the name of the adjuster. Nothing financial or private.
Status
Messages
Talk To The Claim Team
One conversation per claim, kept on the file. Emails say a message is waiting but never carry its content, and Social Security or card numbers are stripped out automatically.
Messages
Upload
Send Photos, Video and Paperwork
Up to 50 MB a file — phone video of the damage included — straight onto the claim, where only the people handling it can see it.
Upload files

A customer portal that shows too much creates disclosure problems; one that shows too little generates phone calls. This one answers the three questions that drive almost every status call.

Radical scope limitation by design

A Customer Session Is Not A Staff Session

Every boundary below is structural rather than configured. A claimant session reaches one claim only and cannot open any staff screen, and staff sign-ins cannot open portal screens.

The page receives only the claim number, loss type, dates, milestone and adjuster’s name. Reserves, payments, notes, other parties and contact details are never sent to it.

No Assistant
The Remy chat bubble that appears on staff portals is not loaded on this page.
One Claim Boundary
Policyholder access is strictly anchored to their individual, active claim ID, completely preventing lateral navigation.
No Premium Or Card Payment
No policy view and no payment of any kind. Premium is paid to your organization outside Waypoint.
Seven Languages
English, Spanish, Simplified Chinese, Hindi, French, Arabic laid out right to left, and Bengali — plus high-contrast and large-text options, remembered without an account.
Strict identity isolation and zero-trust architecture

A customer is not a user of your organization.

Everywhere else in Waypoint, access is entitlement first and role second. This portal is the exception worth stating plainly: a customer holds no role, has no standing account, and reaches exactly one claim for as long as they need it.

A customer is treated exclusively as an external guest, ensuring they possess zero systemic overlap with your internal personnel, corporate directories, or network structures. Customers do not exist within your internal employee directory, identity provider, or access control matrices.

External identity segregation
No internal profiles Zero shared credentials Ephemeral session windows No staff role No cross-claim view
A claimant session lasts 60 minutes and lives only in the page’s memory — never saved in the browser or a cookie — so closing the tab ends it. The sign-in screen never confirms whether a claim number exists.

Overcoming customer experience and support inefficiencies

Challenge, solution, module
On-demand transparency
"Half our phone calls are status checks."
On-demand transparency: policyholders track their own progress live, eliminating routine follow-up calls.
Customer Portal
File ingestion
"Customers email documents to whoever they last spoke to."
Centralized file ingestion: secure mobile and desktop upload components route evidence directly to the active claim file.
Document Ingest
Data perimeter
"Could a customer accidentally see another claim?"
One session, one claim: the session reaches a single claim, and the sign-in never confirms whether a claim number exists.
Check Your Claim
Scope isolation
"Can they pay their premium here?"
No, by design. There is no policy view and no premium or card payment; premium is paid to your organization outside Waypoint.
Customer Portal

Interconnected ecosystem touchpoints

This customer-facing interface securely exchanges real-time data with your internal operational core.

Waypoint Center Updates the central workspace immediately whenever a customer uploads an image or answers a data request. Document Intelligence Where your organization holds it, a customer upload gets an AI summary beside it like any other document. Claims Portal Where your administrator switches the Customer Portal on or off for the whole organization.

Quantifiable operational impact: count your status calls first

Calculate the immediate return on investment for your customer experience. Take a look at your current inbound call volumes. The vast majority of those manual touches are simple, repetitive inquiries about receipt confirmations and claim status updates. By introducing a ring-fenced, single-claim portal, you can shift those inquiries to touchless self-service immediately — allowing your adjusting teams to focus entirely on resolution rather than phone support.

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