Incident Management

Where incidents come from

Incidents enter Fleet in two ways:

1. From the Fleet by Elevera mobile app — drivers report incidents directly from the road. The report arrives with the driver's photos, the location and their description already attached.
2. From the dashboard — you can record an incident yourself with Add Incident on the incidents page. After a Damage verdict in photo review, the incident wizard also opens with the flagged frames attached — see From a Damage verdict to a recovery case.

Drivers file their reports in the mobile app, not on the web dashboard. Your part starts when the report arrives.

Take a driver's report into review

1. Click Incidents in the sidebar.
2. In the preset row, click New. The list now shows only reports nobody has taken yet, newest first.
3. Click the case number on the left of a row to open its case file.
4. Check the Case status on the left: a fresh report stands at New. The headline names the damage type the driver reported, and Next step says which task the case needs next.
5. Look at the photo rail under the headline. The driver's photos arrived with the report; Open gallery shows them all under Evidence.
6. Under Case status, click Move to In review.

The case now stands at In review. If no dispatcher was assigned yet, moving it to review assigns you, and the change is written to the case's History.

The incidents list

The top of the incidents page shows incident counts for the selected period. Below it:

• Presets — one click for common views: Today, Last 7 days, New, Major damage, Unassigned and In review. Clear all removes them.
• Search — find incidents by plate, driver or location.
• Advanced filters — open Filters and choose Edit to combine the filters below. Active filters appear as chips you can remove one by one.

The registry table lists each incident with its case number, when it was reported, the vehicle, the driver, the type and the status. Use Columns to choose what the table shows and Row density to fit more rows on screen. Add Incident records an incident by hand; Export to CSV downloads the filtered list.

The case file

Click a case number to open its case file. It reads top to bottom as one page. The left column holds the Case status with the button for the next status, the Next step card and an On this page index that jumps to each section and shows what is still open:

• Overview — what happened, how severe it is and why, the van, the driver, the dispatcher, the repair cost, how many days the case has been open, and the photos
• Case work — every task on the case, grouped into what needs attention now, what is completed, optional follow-up and what does not apply
• What happened — when and why it happened, who caused it, the other party, the police and witnesses, and the location on the map
• Evidence — every photo and document attached to the case
• History — every status change, with who made it and when

The page reads first and edits on demand: a task shows its state in words, and its form opens only when you choose Add, Change or the task's button. Next step names the one task that matters most, and Go to task takes you straight to it — that task is the only filled button on the page.

Claim PDF and Draft message sit at the top right. The ⋯ menu next to them holds the audit trail (every field change), print, copy link and share.

The status workflow

Every incident moves through three statuses:

Under Case status the page always offers the next status: Move to In review on a new case, Close case on a case in review. Close case unlocks once the required tasks are done: drivability decided, a tow destination if the van cannot drive, the insurer notification recorded, and at least one damage photo.

Telling the insurer

Fleet records that the insurer was notified; it does not send anything itself. Notify the insurer your usual way, then click Record insurer notification on the task in Case work. The task moves to completed. If it was recorded by mistake, Change on the task lets you set it back to not sent.

Claims, repairs and communication

These depend on the modules your organization uses. An action whose module is off stays visible with a lock and shows what the module adds.

• Claim PDF — builds the claim document from the case (claims & insurance pack module). The owner-side guide walks through it: Incident Management — Full Lifecycle.
• Draft message — drafts correspondence from the incident data, for example to the insurer or the other party (AI claims assistant module).
• Start claim — the insurance claim task in Case work records an insurance claim for the incident; once one exists, View claim opens it (cost analytics module).
• Schedule repair — the repairs task creates a repair job for the incident with a vendor (vendor workflow module).
• Share — in the ⋯ menu, shares temporary read-only access to the case (audit mode module).

Your role in incident management

As a dispatcher, you are the first responder for every incident report. How quickly and thoroughly you take reports into review directly affects insurance outcomes and driver trust.

A well-managed incident — taken into review within hours, with complete photos and an accurate classification — is an easy insurance claim. A poorly managed one — documented days later with vague descriptions — becomes a dispute.

Recommendations

• Check the New preset several times a day and move every new report to In Review promptly. The longer an incident sits untriaged, the harder it is to gather accurate information.
• When assigning responsibility, be fair and consistent. Drivers who feel the process is rigged stop reporting honestly, which is far worse than any single incident.
• Review closed incidents weekly to spot patterns. If the same vehicle or route keeps generating incidents, escalate to the owner — the root cause may be a vehicle issue or a training gap.