Why classification matters
Once an incident is open, classify it before the cost estimate. The category drives the email template the AI assistant later uses for insurer or Amazon DSP correspondence.
Pick a category
- Scratch / paint — surface damage, no panel deformation
- Dent / panel — visible deformation, may require repaint
- Tire / wheel — puncture, sidewall, rim damage
- Glass — windshield, side window, mirror
- Mechanical — engine, brakes, drivetrain. Pulls vehicle from service
- Third-party — damage caused by another driver or pedestrian
- Cargo — damage to or by the cargo, not the vehicle
Assign responsibility
- In the incident's Responsibility tab, pick one of: Driver, Third-party, Wear & tear, Unknown.
- If Third-party, attach plate, contact, and insurer where you have it. Fleet pre-fills these onto the claim PDF.
- If Driver, the driver gets a notification with the photos and the damage category — not the cost or your private notes.
HEADS UP
Marking Wear & tear sends the cost to the maintenance bucket, not the incident bucket. That changes how it shows up on the cost dashboard and the driver risk report.
Tips for accurate classification
- Be specific with categories. "Scratch/paint" and "Dent/panel" may look similar, but they drive different repair cost estimates and vendor types. A scratch goes to a paint shop; a dent may need panel beating.
- Don't default to "Unknown" for responsibility. Investigate first — check the shift photos, talk to the driver, review the route. Unknown responsibility incidents are harder to resolve and weaken insurance claims.
- Classify promptly. The longer an incident sits unclassified, the harder it becomes to gather accurate information. Aim to classify within the same business day the incident is reported.
- Use "Third-party" proactively. Even if the other party's details are incomplete initially, setting the responsibility correctly means the AI-generated claim pack includes the right template. You can add third-party details later as they become available.
- Document your reasoning. Add a note explaining why you chose a particular category or responsibility. This helps the owner review your decisions and builds a consistent classification standard across the team.