A stalled file usually lacks one of three things: documentation, authorization, or a scheduled next action.
01
Treat follow-up as a system
A file does not move because it is important; it moves because a responsible person has a documented next action and a next follow-up date. Build that expectation into the workflow instead of relying on memory, inbox order, or urgency alone.
02
Use simple file statuses
A shared status language helps an operations team see where work is waiting. Useful examples include:
- Documentation needed
- Estimate in preparation
- Awaiting contractor approval
- Submitted / awaiting response
- Supplement in review
- Agreement documented
- Client hold — timeline suspended
03
Escalate the reason, not just the age
A file that has been open for several weeks may be waiting on a photo, a contractor decision, a carrier response, or a customer issue outside the claim-control scope. Record the reason for the delay before escalating it. That gives leadership a specific decision to make instead of a vague status update.
Working an active file?