🧭 Summary
ContentsPal gives adjusters a single place to manage contents claims from start to finish. You can create claims manually or have them flow in automatically from your company's systems, collect inventory from policyholders through a self-service link, review AI-powered replacement pricing, and communicate directly with policyholders — all without them needing to download an app.
This article walks through the full adjuster workflow, starting with creating a claim and ending with reviewing and approving the policyholder's inventory.
⚙️ Prerequisites
You must have an adjuster account with ContentsPal.
If your company is integrated with ContentsPal, claims may be created automatically — check with your admin.
🚀 Step-by-Step Instructions
1. Create a Claim
Click New Claim from your dashboard.
Enter a claim number or a name you'd normally use to identify the claim.
Optionally add the property address, insurance carrier, and any additional details.
Click Create to save the claim.
💡 Tip: If your company is integrated with ContentsPal, claims can be created automatically from your existing systems — you may not need to do this step manually.
2. Choose How to Collect Inventory
Once a claim exists, there are several ways to build the inventory:
Method | When to use |
Policyholder self-service link | You want the policyholder to report their own items |
Field app | An adjuster or technician goes on-site to photograph and inventory items |
Restoration vendor | Your contractor is already using ContentsPal and shares their inventory with you |
Upload a list or images | You have an existing spreadsheet or photos to import |
3. Share a Link with the Policyholder
Inside the claim, click Share with Policyholder.
Click Policyholder Review Link and toggle on Enable Review Link.
A shareable link is generated. Copy it and send it via email, SMS, Hi Marley, or any messaging tool you use.
The policyholder opens the link on their phone or computer — no app download required.
Set Permissions
Before sharing, you can control exactly what the policyholder can do:
Add new items — turn this on if you want them to self-report their inventory.
Add photos to existing items — useful when you need proof of purchase or additional documentation.
Edit item fields (name, quantity, brand, price, etc.) — toggle each field on or off as needed.
4. Policyholder Adds Items
The policyholder opens the link and can add items in two ways:
Manually — type in the item details directly.
Upload photos — select images from their photo library or take new photos.
When photos are uploaded, AI automatically identifies the items and creates the inventory. The policyholder does not see pricing — only you, as the adjuster, have access to replacement values.
Depending on your settings, the policyholder may be asked to provide the age, condition, and price of each item. They fill in those fields and submit the inventory to you when they're ready.
5. Review the Inventory
Once the policyholder submits, you can review everything from the web app.
Inventory Tab
See all items that have been identified. Click on any item to view its details, photos, and the information the policyholder provided.
Photos and Notes Tab
View overview photos of the property and any additional images uploaded by the policyholder.
Replacements Tab
For each item, you'll see the AI-selected replacement with a price distribution from low to high. The currently selected price is highlighted in red.
Press 1, 2, 3 to quickly select a different price option.
Press N or P to move to the next or previous item.
Click Rerun AI to have AI search again.
Adjust the search query and click Search to find a different match.
Use the price optimization slider to shift between budget-friendly and premium replacements — useful if the property is a higher-end home.
Valuation Tab
A detailed view of all items with:
Item image and name
Quantity and submitted price from the policyholder
AI replacement price and the confidence of that match
Price difference (e.g., AI found an item 67% cheaper)
AI decision — which option AI recommends (you can always override this)
Vendor, RCV, age, depreciation, and more
Click the column settings icon to show or hide columns based on what's useful for your workflow.
6. Approve, Reject, or Request More Information
For each item, you have three options:
Approve
Click Approve on the item. It turns green in both the valuation view and the inventory list.
Reject
Click Reject, choose a reason from the provided options (or write your own), and submit. The policyholder will see the rejection reason when they return to their link.
Request Additional Information
Click Request Info, type your message (or use one of the suggested templates), and send it. The policyholder will see an unread notification on their item and can respond with additional details or photos.
💡 Tip: Once you've finished reviewing, you can notify the policyholder that the file has been updated so they know to check back on their link.
7. Track Activity and Changes
ContentsPal keeps a full audit log of every change the policyholder makes. Click the activity icon on any item to see a timestamped history — for example, "policyholder changed the age and price."
Use the Activity filter in the inventory view to quickly see all items that have recent updates or unread messages.
✅ Best Practices
Set permissions before sharing the link — decide upfront which fields the policyholder can edit to avoid confusion later.
Use the price optimization slider to align replacements with the property's value tier before finalizing.
Approve items as you go rather than all at once — the green status helps you track progress and spot what's still pending.
Request info early if you need proof of purchase — the sooner you ask, the faster you can close the claim.
Check the Activity filter regularly to stay on top of policyholder updates without manually scanning every item.
🧩 Troubleshooting
The policyholder says they can't add items: Check that Add new items is toggled on in the policyholder permissions. They can only do what you've enabled.
AI identified the wrong item: Use the search field in the Replacements tab to adjust the query and rerun the search. You can also manually select a different price option from the distribution.
I don't see the policyholder's submissions: Make sure the Enable Review Link toggle is on. If it's off, the link won't be active and submissions won't come through. Also confirm the policyholder clicked Submit after adding their items.
I need to change which fields the policyholder can edit: Return to Share with Policyholder → Policyholder Review Link and update the permissions. Changes take effect immediately for that link.