Claim triage lives at /app/ai/claim-triage. It takes photos from a warranty claim plus the customer's own description of the problem and returns an AI-suggested Approve / Deny / Needs review call, along with a draft reply you can send back. It doesn't file or approve anything on its own — you stay the one making the actual decision.
Running a triage
Drop up to 6 photos from the customer into the "Claim evidence" panel, add what they told you in the "Customer's description" box (the placeholder example: "Bubbles started showing up about 6 weeks after install on the rear window"), and set "Days since install" — it starts at 90 by default. Click "Recommend approve / deny." That button stays disabled until at least one photo is attached.
Behind the scenes the request goes to Claude with a warranty-adjuster prompt: weigh the photos against industry-standard tint warranty terms. Defects in materials and workmanship — bubbling, peeling, cracking, fading, demetallizing — are treated as coverage; customer-caused damage, like scratches from a car-wash brush, isn't.
Reading the result
The recommendation comes back as one of three states, each in its own colored card: Approve (green), Deny (red), or Needs review (amber), with a confidence percentage under it. Below that, an Analysis card breaks the claim down into Category (e.g. Bubbling, Peeling, Delamination), Severity (low / medium / high), and Likely cause (manufacturing defect, install error, customer damage, expected wear, or unknown), plus a short paragraph of coverage reasoning explaining why the AI landed where it did.
The last card is a draft response to the customer — a friendly one-to-three-sentence reply. Click "Copy" to put it on your clipboard (it flips to "Copied" briefly); the page doesn't send it anywhere or attach it to the claim itself, so you paste it into whatever channel you actually reply through.
Things to know
- Stub mode: if the workspace doesn't have ANTHROPIC_API_KEY configured, the badge next to the page title reads "● Stub mode" instead of "● Live," and every run returns the same canned result — Needs review, 50% confidence, and a generic "we'll review and reach out within 24 hours" reply. That's a placeholder, not a real read of your photos.
- Plan requirement: claim triage sits alongside SalesThumb's other vision-AI tools (photo-to-quote, QC inspector) and requires the Professional plan or above.
- The "Days since install" field has a quirk: type 0 for a same-day claim and the app silently drops the field instead of telling the AI "0 days" — so if the analysis doesn't seem to account for how new the install is, that's why. Use 1 instead of 0 if the claim came in on install day.
- It's a standalone analysis tool, not a filing system — nothing you run here gets saved against a specific warranty claim record. Run the triage, read the recommendation and draft reply, then go make the actual approve/deny call and send the response through your normal workflow.
- The photo cap is 6 per run. If a customer sent more, pick the clearest ones — a wide shot plus a close-up of the specific defect usually gives the AI the best read.
Frequently asked questions
Q: Does claim triage actually approve or deny a warranty claim?
A: No. It returns an AI-suggested Approve / Deny / Needs review call plus a draft reply, but you stay the one making the actual decision — it doesn't file or approve anything on its own.
Q: Does the draft response get sent to the customer or attached to the claim automatically?
A: No. Clicking "Copy" puts the draft reply on your clipboard, but the page doesn't send it anywhere or attach it to the claim itself — you paste it into whatever channel you actually reply through.
Q: What's the deal with typing 0 in "Days since install"?
A: There's a known quirk: entering 0 for a same-day claim causes the app to silently drop that field instead of telling the AI "0 days." If the analysis doesn't seem to account for how new the install is, use 1 instead of 0 for a same-day claim.
Q: Is there a limit on how many photos I can upload?
A: Yes, up to 6 photos per run. If a customer sent more, pick the clearest ones — a wide shot plus a close-up of the specific defect usually gives the AI the best read.
Q: What does it mean if the page shows "● Stub mode"?
A: It means ANTHROPIC_API_KEY isn't configured for the workspace. Every run in stub mode returns the same canned result — Needs review, 50% confidence, and a generic "we'll review and reach out within 24 hours" reply — which is a placeholder, not a real read of your photos.
Q: Is claim triage available on every plan?
A: No. It sits alongside SalesThumb's other vision-AI tools (photo-to-quote, QC inspector) and requires the Professional plan or above.