Incident Management — Full Lifecycle

The incident list

Navigate to Incidents from the sidebar to see every incident across your fleet. The list displays each incident's status, type, reported date and time, vehicle plate number, driver name, and dispatcher name.

Each row is clickable — click any incident to open its full detail page. Vehicle plate numbers are also clickable links that take you directly to the vehicle detail page.

Filtering the list

Use the filter bar to narrow incidents by:

• Status — NEW, IN_REVIEW, or CLOSED
• Type — Minor scratch, Major damage, Tire, Window, or Other
• Vehicle — filter to a specific vehicle
• Driver — filter to a specific driver
• Date range — set a custom start and end date

Exporting incidents

Click the Export CSV button to download a spreadsheet of all incidents matching your current filters. The export includes reporting date, vehicle information, driver, type, status, description, location, and dispatcher assignment.

Incident detail page

Click any incident row to open its full detail page. This page is the central hub for managing an incident and is organized into a main content area with action buttons at the top and a photo gallery on the right side.

Action buttons

At the top of the incident detail page, two action buttons provide quick access to automated workflows:

Generate Claim Pack

This button automates the creation of a complete insurance claim package. When clicked, a modal opens where you choose the output format:

• PDF — a single professional document ready to email to your insurer
• ZIP — a compressed archive containing the claim document and all incident photos as separate files

The generated claim pack includes:

• Your organization profile and logo
• Complete incident details: type, date, time, location, description
• Vehicle information: plate, VIN, depot location
• Driver and dispatcher information
• All incident photos (embedded in PDF or included separately in ZIP)
• Police report references and witness information (if available)
• Full status history with timestamps and who made each change
• Maintenance logs from the 90 days before the incident (provides vehicle condition context)

The document is generated in your organization's language (English or German).

Generate Communication

This button uses AI to automatically draft professional correspondence related to the incident. Click it to open a dropdown where you select the communication type:

• Insurer Email — a formal notification or follow-up to your insurance company, pre-filled with incident facts, costs, and supporting evidence references
• Amazon Dispute — a structured dispute template for Amazon DSP or marketplace communications, formatted to match Amazon's expected dispute format and including all relevant incident evidence
• Internal Report — an internal incident summary for your records, management reporting, or team briefings

Once you select a type, the AI generates a draft using data from the incident record — classification, photos, fault attribution, costs, and timeline. The generated text appears in an editable field where you can:

• Review and edit the content before use
• Copy to clipboard with one click
• Download as a text file for your records

Incident information box

The incident information box is the primary detail card on the page. It displays all captured data about the incident:

• Status badge — current status (NEW, IN_REVIEW, or CLOSED) with colour coding
• Incident type — Minor scratch, Major damage, Tire, Window, or Other
• Description — the full incident narrative as reported by the driver or entered by a dispatcher
• Involvement — what was involved in the incident: another vehicle, a stationary object, or other
• Other driver information — if another vehicle was involved, this section shows their name, phone, email, license plate, and address
• Fault determination — who is at fault: I am at fault, Other driver at fault, or Unsure
• Witnesses — names and contact details of any witnesses
• Police presence — whether police attended the scene, plus police report image if uploaded
• Occurrence and reporting timestamps — when the incident happened and when it was reported
• Location — address text and GPS coordinates (if submitted from Fleet Go)
• Vehicle — plate number (clickable link to vehicle detail), with make and model
• Driver — name (clickable link to driver profile)
• Dispatcher — the assigned dispatcher responsible for investigation

Photos

On the right side of the detail page, all photos attached to the incident are displayed in a two-column grid gallery. Click any photo to open a full-size lightbox viewer with navigation between images. Photos from the driver's report are shown alongside any additional photos uploaded by dispatchers or the owner.

Cost information

The cost information card tracks the financial impact of the incident. It contains three editable fields:

Click Save after entering or updating values. Costs recorded here feed into the cost dashboard under Reports and the Costs Card on the owner dashboard.

Insurance claim

The insurance claim card lets you track the full claims process for an incident. It shows the current claim status, amounts, and timeline.

Creating a claim

1. Click Create Claim on the insurance claim card.
2. Enter the claimed amount (€) — the total you are claiming from your insurer.
3. Optionally add claim notes with any reference numbers or context.
4. Click Submit. The claim is created with a SUBMITTED status.

Updating claim status

As your claim progresses with the insurer, update its status to keep your records current:

When updating to APPROVED or PARTIALLY_APPROVED, you must enter the approved amount. This lets you see at a glance how much you claimed versus how much you received — valuable data for future claims strategy and when deciding whether to dispute.

The card displays:

• Current status with a colour-coded badge
• Claimed amount and approved amount (if set)
• Submission date and processing date
• Claim notes

Repair jobs

The repairs card lets you create and manage repair jobs directly from the incident. This links the repair to the incident for full traceability.

Creating a repair job

1. Click Create Repair Job on the repairs card.
2. Select a vendor from the searchable dropdown (vendors are managed in Maintenance).
3. Enter the estimated cost (€).
4. Toggle insurance coverage — select Yes if the repair will be covered by insurance, No if it is out-of-pocket.
5. Set the booked date — when the vehicle is scheduled to go to the vendor.
6. Add any notes about the repair scope or special instructions.
7. Click Create. The repair job appears on the incident page and on the vehicle's repair history.

Repair job display

Each repair job on the incident shows:

• Vendor name and type badge
• Countdown badge showing days until the scheduled appointment — colour-coded red for overdue, orange for tomorrow, blue for upcoming
• Insurance coverage indicator (green checkmark if insured, grey shield if not)
• Status badge showing the current repair status

Updating a repair job

Click the edit button on any repair job to update its details:

• Status — progress the repair through its lifecycle:

• Estimated cost and final cost — compare your estimate against the actual invoice
• Completion date — when the repair was finished (required when marking as COMPLETED)
• Insurance coverage toggle
• Notes — update with repair progress or findings

Status history

The status history section shows a chronological timeline of every status change the incident has gone through. Each entry displays:

• The old status and the new status (e.g., NEW → IN_REVIEW)
• Who made the change (name of the dispatcher or owner)
• When the change was made (date and time)
• Colour-coded timeline visualization for easy scanning

This provides a complete audit trail of the incident's progression, which is invaluable for disputes, insurance claims, and auditor reviews.

Status workflow

Every incident progresses through three statuses:

1. When a new incident appears, assign it to a dispatcher (or yourself) to move it to IN_REVIEW.
2. The assigned person classifies the damage, attributes fault, uploads additional evidence, and records costs.
3. Once everything is documented, click Close incident to move it to CLOSED. A closed incident is immutable — to reopen, click Reopen and add a note explaining why.

Dispatcher assignment

On the incident detail page, use the Assigned to dropdown to assign a dispatcher. This person becomes responsible for driving the incident to closure. They receive a notification and the incident appears in their personal queue.

Recommended workflow

A complete incident workflow typically follows this pattern:

1. An incident is reported (via Fleet Go or manually) and appears in your list as NEW.
2. Assign a dispatcher and move to IN_REVIEW. Review the photos and incident information.
3. Enter an estimated cost in the cost information card.
4. If an insurance claim is needed, click Create Claim and enter the claimed amount.
5. Generate a claim pack (PDF or ZIP) and send it to your insurer.
6. If an Amazon dispute is needed, use Generate Communication → Amazon Dispute to draft the dispute letter.
7. Create a repair job with your chosen vendor and track it through to completion.
8. Once repairs are done, update the final damage cost and the repair job's final cost.
9. Update the insurance claim status as it progresses (UNDER_REVIEW → APPROVED/DENIED).
10. Close the incident once all costs are recorded, repairs complete, and claims settled.

Why incident management matters

Good incident management is more than paperwork — it is a strategic advantage that compounds over time. Here is why it deserves your attention:

• Financial protection — every well-documented incident strengthens your insurance position. Complete records (photos, timestamps, witness info, cost data) dramatically improve claim approval rates and reduce disputes. When an insurer sees a thorough claim pack with timestamped evidence and consistent narratives, they process it faster and challenge it less.

• Pattern recognition — over time, incident data reveals patterns. Certain vehicles, routes, or times of day generate more damage than others. Use these patterns to prevent future incidents rather than just reacting to them. A vehicle that appears in three incidents within two months may need a mechanical inspection — or a different driver assignment.

• Driver accountability — a transparent incident process protects both the organization and the driver. When fault determination is documented fairly and consistently, drivers trust the system and report honestly rather than hiding damage. Hidden damage always costs more in the long run because it compounds before you discover it.

• Audit readiness — fleet owners in regulated industries (Amazon DSP, insurance-bonded operations) need to demonstrate compliance at a moment's notice. A complete incident trail — from first report through repair completion and claim settlement — makes audits straightforward instead of stressful. Every status change, cost entry, and timestamp is recorded in the status history, giving auditors exactly what they need.

Practical recommendations

These recommendations come from fleet operators who have refined their incident workflows over hundreds of incidents:

• Use the AI-generated claim pack even for small incidents — it takes 30 seconds and builds your documentation habit. Many fleet owners skip claim packs for minor scratches, then regret it when an insurer questions a pattern of undocumented damage. Click Generate Claim Pack, choose PDF, and archive it. Done.

• Review closed incidents monthly as a team — set aside 30 minutes each month to walk through all incidents closed in the past period. Look for recurring damage types, repeat vehicles, or time-of-day clusters. This single habit turns reactive incident management into proactive fleet protection.

• Track downtime days religiously — vehicle downtime often costs more than the repair itself. A van sitting at a body shop for five days represents lost delivery capacity, missed revenue, and pressure on your remaining fleet. Record downtime in the cost information card for every incident, even minor ones. Over time, this data reveals which vendors return vehicles fastest and which incident types cause the longest outages.