Getting Started

Symbility's mobile claims system is a revolutionary property claims processing technology that does what no other property loss claims estimating system has ever done before: it allows estimators to create, analyze, edit, review, transmit and receive complete property loss estimates anytime, anywhere. Below you will find a collection of resources necessary to getting started with Symbility. They have been designed to give you a high level introduction and get you started as soon as possible.

Your First Steps

Your first step is to login to Symbility.NET ( The first time logging into Symbility.NET you will need to use the username and temporary password sent to you in the registration confirmation email (if you are the one who registered the company, you are the Administrator and you already have your permanent password). Once you have successfully logged in and set your permanent password, take an opportunity to navigate through and explore Symbility.NET. The first page you'll always see upon logging in is the Home page, which shows all recent activity in claims which you're involved in and a list of all your active claims in the Hot List. This page will be largely blank the first time you log in.

Screen Shot Next, download and install Symbility mobile claims onto your device (whether it's a pen-based computer to use in the field or a laptop or desktop PC). From the Symbility.NET Home page click on the Download Symbility mobile claims link. It's a small download (about 40MB) and you can install it on as many computers as you wish.

Symbility.NET is a web-based administrative tool where all your claims can be viewed and printed. This is also where you set your company and user preferences and create management reports from your historical claim data. With Symbility.NET you can create new claim files. This is not where the estimates, diagrams, forms, etc. are drawn up.

mobile claims is the portion of the software used to scope the loss site and create your estimates. Installing mobile claims is optional and only required for those building estimates. Remember that mobile claims can be downloaded and installed as many times as you wish on any number of computers.

Setting Up Your Account

Before you get into building estimates with mobile claims, spend a few minutes to set up your account to insure that you are promptly notified when there are new claims files for you to build estimates for. Timely communication is a major component of Symbility, and it notifies you immediately when important events occur that may need your attention, regardless of where you are.

Screen Shot Once logged into Symbility.NET, select Notifications from the Preferences menu. Add one or more notification methods — these are the different ways (text message, text-to-speech or "voice", pager or our own internal messaging system) that Symbility can contact you to deliver a message—using the Notification Methods box at the top. Make sure you test each method to make sure you can successfully receive messages.

Once you've added one or more notification methods, use the Notification Subscriptions matrix below to tell the system how you'd like to be notified when each type of event happens. Consider utilizing methods that will notify you remotely (like text and voice messaging) for important events that are time-sensitive (like being assigned a new claim or when an estimate has been completed as is ready for review). Also consider redundancy—using a backup method—for those important events (multiple methods can be employed for each event).

Creating Claim Files

To edit claim files with mobile claims (including building estimates), you must first become a participant in it. You can become a participant in several ways:

  • An insurance company using Symbility electronically assigns a new claim to your company if you are a contractor or independent adjuster (note that not all users within your company may automatically become involved in the claim). Your company must be on the insurance company's Vendor list for them to select you for assignment.

  • Another contractor or independent adjuster adds your company as a peer to the claim if they want you to collaborate on the claim, if you are a contractor or independent adjuster. Your company must be on the other company's Peer list for them to select you for assignment.

  • You create the new claim file yourself for an insurance company that is not using Symbility, if you are a contractor or independent adjuster.

When working for an insurance company using Symbility, you will be automatically notified when you've been assigned a new claim (as long as you've set up your notifications) and all the administrative information and claim parameters will have been entered already—all you have to do is acquire the file and create an estimate (see below).

In order to familiarize yourself with Symbility, we recommend you create a test claim. This test claim file will become a part of your Symbility claim list and can be shared amongst all users in your company. From the Symbility.NET Home page, click on the link Create a New Claim located in the Commands panel. A new (blank) claim file will be created and you will see the Administration page. There are 6 sections of the Loss Summary page which can be filled out, although only these fields are mandatory: Claim No., Policy No., Date of Loss, Type of Loss and Insured's first/last name. Press the Save button when complete.

You can also create a new claim file from within mobile claims using the Create Claim ... command in the Tools menu.

NOTE: If you are still a trial member and haven't entered your credit card information yet, you won't be able to create new claim files nor exchange these claim files between Symbility.NET and mobile claims or transmit the information to other Symbility users. In this case you can skip the next section and proceed directly to Working with Temporary Claims.

Synchronizing and Acquiring Ownership

Because most users will use mobile claims with a pen computer, we use the terms "tap", " double-tap" and "tap-and-hold", which are equivalent to what a laptop or desktop user would do for "click", "double-click" and "right-click" respectively.

Synchronization is a means of updating mobile claims with the claim information from Symbility.NET and vice versa. In order to synchronize you must have an internet connection.


Only one person can have ownership of a claim at any given time. While that person has ownership, no other users can make changes to the claim file, although they can download and view all changes that have been made.

Once you have finished synchronizing you no longer require an internet connection.

The mobile claims software that runs on your Tablet PC works in tandem with the Symbility.NET website to allow all users to work with data remotely (i.e., at the loss site). The purpose of mobile claims is to extend the data on Symbility.NET into the field, where you can work with it while not being constantly connected to the internet. A key concept is Synchronization which is done in mobile claims and refers to the process of downloading new information from Symbility.NET and uploading information that has been collected since the last synchronization back to Symbility.NET, so that when synchronization is complete, the data in both is identical. Synchronization updates your Claim List in mobile claims and executes commands to upload/download or acquire/release claim ownership. In order to do anything you first have to synchronize to update your Claim List in mobile claims (which will be blank initially), to show the new claim file you created above.

  1. Launch mobile claims by double-tapping the icon . Login using the same credentials you used earlier to login to Symbility.NET (make sure you use your new permanent password and not the temporary password).

  2. Once you login you will see the Claim List, which will be blank initially. Tap the Synchronize button.

The icon of this new claim file is a grey folder (), which indicates that no information about the claim has been downloaded to your device (except the basic details you see in the Claim List). When you select the new claim file in the list you are able to use these two buttons:

Acquire ownership : this will download the claim to your device and also make you the "owner" of the claim. As the owner you can make changes to the claim, all other users can view the claim only.

Download copy : this will download the claim to your device but not make you the owner of it. Ownership can still be acquired by any other user.

Tapping the Acquire Ownership button changes the appearance of the Synchronize button to indicate there's a pending action that will be executed next time you synchronize.

Synchronize now — it will take a little longer than before as it is downloading all the data needed to support the claim file you are acquiring. Once acquired, the claim file will be colored and will have the hand symbol to indicate you are the owner ().

To begin working with this claim file, double-tap it to open it.

Working with Temporary Claims

Sometimes you do not have internet access when you need to build an estimate for a claim that will be created by an insurance company (you may already be at a loss site and without wireless hardware when a new claim has been assigned). Mobile claims offers the ability to create Temporary Claims which are temporary claim file 'containers' that you can add diagrams, estimates, forms and other information that is destined for an actual claim file that is unavailable at the moment. Once you have access to the real claim file (claim assignment) you can merge the data from the temporary claim into the actual claim file.

Temporary claims cannot be printed, exchanged with Symbility.NET or transmitted to other users, so it's important to merge the temporary claim as soon as the actual claim file is available.

To create a Temporary Claim file, use the Create Temporary Claim command in the Tools menu. The temporary claim file will use a green folder icon (). To begin working with this claim file, double-tap it to open it.

When you're ready to merge the data you've collected into the actual claim file, return to the Claim List, access the temporary claim's context menu (tap-and-hold) and tap Merge into Another Claim ... You must first acquire ownership of the actual claim file (see section above).

Navigating the Claim

The Claim Explorer is a virtual claim file folder that allows you to navigate through different sections of a claim. Here is a brief introduction to these sections:


The Loss Summary page contains administrative "who, what, where why and when" information about the loss.
All the current participants in the claim are listed in the Participants branch.
The Diagrams branch contains all the Floorplan and Roofplan diagrams that have been drawn. Diagrams are used to capture data about the damaged structure in order to calculate quantities of items for building an estimate.
Every participant in the claim can add one or more estimates. The icon changes depending on the status of the estimate (in progress, completed or approved).
The Photos page automatically controls the layout of digital photographs that you import directly from the memory card from a digital camera.
Digital forms are exact digital replicas of traditional paper forms. Any information already existing in the claim is automatically filled in.
The Journal is a permanent record of claim activity. All activity is logged automatically and new entries can be manually added.
The Audit Report compares the data in estimates with against any audit rules established for the claim.

To open and work with any virtual page in the Claim Explorer, just double-tap it. To return to the Claim Explorer, use the back button (top-right corner of the screen).

By default a claim is created with one floorplan and two estimates for every participant. You can create as many floorplans, roofplans and estimates as you want.

The same diagrams are used by multiple estimates, even estimates created by multiple participants. A typical claim may have one floorplan for the main level, one for the upper level and a roofplan. It may also have 2 estimates for participant A, 3 estimates for participant B and 1 estimate for participant C. Each estimate can include items for any of the rooms or roof shapes in the diagrams. The Active Estimate (the estimate in bold text) is what items will be added to when they are applied in a diagram.


A diagram is an important part of your estimates. It is here where the majority of your time in mobile claims is actually spent, graphically recording all the details of any structures that have incurred damage. All dimensional data gathered is used to automatically calculate the quantities of the items that you add to complete the estimate. All floorplan drawing is done using your pen. Here are the basics of drawing a floorplan.

  1. Double-tap a floorplan diagram in the Claim Explorer to open it.

  2. The default shape is a plain rectangle—you can see the shape icon on the Draw New Shape button. Tap that button.

  3. Draw the new shape:
    • Tap and hold your pen on the screen.
    • Drag down and to the right.
    • Release your pen and select a name
      for the new shape.

Once the room is drawn, it can be repositioned (by dragging and dropping it) and resized.

To resize a room you can either:

  • Tap and drag on of the room's handles, or
  • Tap one of the room's dimensions and enter
    the dimension using the feet and inches tool.

Once the room is named you can define additional details like doors, windows, openings, cabinets, missing walls, etc.

If you have a Disto laser range finder you can measure all dimensions of a room, doors, windows, etc. in a fraction of the time. The Disto instantly send any captured dimension directly into the software via Bluetooth.

To draw different shapes, you'll need the Shape Selector — tap the arrow located immediately to the right of the currently selected shape. The Shape Selector allows you to choose different shapes to draw as well as add annotations like photographs, voice annotations, callouts, textboxes and scribbles.

Four buttons at the top of the screen control what aspect of the drawing you're currently looking at, and what you can input or edit. Once you've drawn your rooms, you can edit the details of the room with the Wall Editor, Ceiling Editor and Stair Editor. Return to the Floorplan Editor using the back button or the Floorplan Editor button.

The Floorplan Editor. This is where you started.
The Wall Editor. Use to view a single wall at a time, cross-sectionally as if you're standing in the room. You can move and resize doors and windows with a higher degree of accuracy, and set door/window properties, as well as casing and base molding sizes.
The Ceiling Editor. Use to set the ceiling height (which can also be done from the floorplan) and the ceiling type.
The Stair Editor. Use to set properties of staircases.

Line Items

Once a diagram is drawn and all measurements captured, mobile claims has all the information it requires to calculate the quantities for line items. To add items to the current Active Estimate (the Active Estimate is always displayed at the bottom of the floorplan — it's also a hyperlink shortcut to view the estimate), you use only your pen again, dragging items from the database and dropping them onto the appropriate surfaces of rooms in the floorplan. Here are the basics of adding items:

  1. Double-tap a room that you'd like to attach items to. This will open the Item Pane at the bottom of the screen (or the left side of the screen if you're using the device in landscape mode). The Item Pane contains three sub-panes:

    • Database View: Contains a categorized list of items, actions and grades within the pricing database. The blue description panel at the bottom provides a textual and graphical description of the selected category or item.

    • Cart View: A temporary holding place for items that you extract from the database but aren't ready to apply to rooms yet.

    • Line Item view: Shows the items that have been applied to the currently selected room on the floorplan.

  2. Locate an item. Double-tap a category to open it up and display the subcategories and items that it contains. Two tools that are quite useful are the Search tool () that searches the entire database for any string of characters, and the Browse by Picture ()that lets you graphically locate items by tapping parts of a sample room.

  3. Tap the item to expand it to see the available actions. Most "Replace" actions also have multiple grades of materials that can be expanded.

  4. Drag the action or grade of the desired item (tap it and hold the pen on the screen while moving the pen) to the floorplan, then drop it (release the pen from the screen) in the middle of the room. This will apply the item to the default surfaces specified for the item, generate a quantity and add your first line item to the active estimate.

In most cases all you need to do is drop the item into the center of the room, but if you want to specifically target a surface or if the item has no default surfaces supplied for it, the following "dropspots" can be used:
1. The area within the green lines activates the default surfaces for the item, which may be all the walls, the ceiling, all doors, etc.
2. Drop the item directly on a wall to apply it just to that wall. The symbol W is shown.

3. Drop the item onto a corner handle to apply it to all walls. The symbol AW is shown.

4. Drop the item onto a window to apply it to just that specific window. The symbol Wd is shown.
5. Drop the item onto a door to apply it to just that specific door. The symbol Dr is shown.
6. Drop the item onto the top half of the room to apply it to the room's ceiling. This can only be done if the item doesn't have any default surfaces specified. The symbol C is shown.
7. Drop the item onto the bottom half of the room to apply it to the room's floor. This can only be done if the item doesn't have any default surfaces specified. The symbol F is shown.
  8. If you drop the item onto any blank area outside a room, the item is applied to all surfaces of the entire floorplan of the type specified as a default. For example, dropping the item "Walls - Clean" which has AW defined as a default, will apply the item to all walls in the entire floorplan.

  • Beginners find the Browse by Picture feature especially useful for getting to know the layout of Symbility's pricing database. Remember that you can also search by keyword anytime.

  • When applying a line item to a ceiling, an orange "C" will highlight in the top left corner of the room. Similarly, an "F" will highlight in the bottom left corner when applying an item to the floor. If you want to apply an item to either of these surfaces if it's already applied somewhere else, drag the item onto the "C" or "F".

  • Items can be dragged and dropped from the Item List View as well as from the Database View. This provides an easy way to duplicate items that have already been applied to other rooms.

  • After an item has been applied you can easily "toggle off" any surface, just point to the dropspot and tap-and-hold.

Wrapping Up

Now you have explored the basics of building estimates, take a moment to review the Synchronizing and Acquiring Ownership section above. Try releasing ownership of the claim and uploading its contents to Symbility.NET. Once uploaded, take a look at the claim in Symbility.NET.

This document was designed to give you a brief introduction to the system. For more information on all the features of Symbility.NET and mobile claims, review the resources listed below.