Resources · Help & FAQ
Frequently asked questions about Clamio
Answers for fleets, partners, drivers, insurers and underwriting agents (MGAs). Where there is more to read, the answer leads to the matching page.
01For fleet management and dispatch
Fleet
Do drivers need an account in the portal?
No. Drivers only work in the Driver app. The driver signs in to the app and only sees their own cases.
Can we bring in our own service providers?
Yes. Your own service providers without an account take part via an order link. You choose partners as fixed or preferred partners.
When does the workflow start?
As soon as a report comes in, the process starts. Which process fits is determined by the conditions under which the process starts. You define them.
What happens if a partner does not answer?
For “one after another”, the next partner is asked after a decline or once the response deadline has expired. If nobody is found, what you have defined applies: create a manual intervention or create an order without partner.
Who decides on approvals?
Always a person. Optionally the four-eyes principle for cost estimates and invoices from an amount you set.
Does the workflow decide on coverage or settlement?
No. A workflow never decides on coverage or settlement itself. Decisions are made in the portal or in the inbox.
When is a vehicle locked, and who lifts the lock?
Automatically at critical severity or “not drivable”, if your organisation sets it up that way. If the driver reports “not drivable”, that locks the vehicle provisionally; the fleet confirms or lifts the lock, with a reason. Clamio never lifts a lock itself.
Can we separate sites or companies?
Yes. One customer account bundles several organisations. Each organisation sees its own cases and those for which it has an order or delegated authority, or which it insures.
Is there a DATEV export?
Yes. The booking export is available as a CSV file or as a DATEV booking batch. This requires your account to have the permission for costs and accounting. You export lists as CSV.
Is the driver recharged automatically?
No. The fleet decides whether to recharge the driver.
02For garage, assessor, towing service, car rental and law firm
Partner
What do I see of a case?
Only cases in which you are commissioned. You see your own order amounts. Other amounts only as far as they are shared.
How do I learn of a request?
The request arrives in the portal and by email.
Do I have to give a reason if I decline?
No, the reason is optional.
How do I invoice?
You submit the invoice in the same portal and see its status through to “Paid”. After invoicing you set the order to “Invoiced”.
GarageWho approves the cost estimate?
With workflow: your cost estimate is approved before the repair – by the party the fleet defines.
AssessorDoes it work without workflow?
Yes. You upload the expert report under “Documents” and set the order to “Assessment Complete” via “Update Status”.
Towing serviceDoes the driver see my arrival time?
Yes. The breakdown’s arrival time follows your appointment. The driver sees the arrival time in the app, even if it changes.
Car rentalHow do I confirm rental car handover, return and extension?
With workflow you confirm rental car handover, return and extension directly in the portal.
Law firmWhich approvals do I decide?
For a claim, the approvals that a workflow addresses to you. For violations the fleet approves.
03All about the Driver app
Driver
How does the driver sign in?
The driver signs in to the app and only sees their own cases.
Does the driver see costs?
No. Costs, liability and insurance decisions stay hidden.
Which languages does the app have?
German, English, Spanish, French, Italian, Polish, Portuguese and Turkish. The app speaks the driver’s language.
On which devices does the app run?
On iOS, Android and iPad, portrait and landscape. Several drivers can be signed in on a shared tablet.
Does the driver see their violations?
Yes, their own – without amounts. They can upload documents for them.
What happens if the driver reports “not drivable”?
The vehicle is provisionally locked. The fleet confirms the lock or lifts it with a reason.
How much effort is a report?
Vehicle and location are prefilled; the driver adds photos and confirms. They can also save a draft first.
What does the driver see in a breakdown?
The status of the help. The driver sees the arrival time in the app, even if it changes.
What if documents are missing after a report?
With Automation the driver receives the task “Upload documents” and submits the documents for their claim via a link.
Can drivers submit inspection evidence themselves?
Yes. The driver submits the result of an HU, AU or UVV in the app. The fleet then confirms.
04For settlement and work on behalf
Insurer and MGA
InsurerWhich invoices do we decide?
Invoices for which you are the payer. You approve them or reject them with a reason. You then record the payment.
InsurerHow is the reserve managed?
Clamio keeps the reserve as a complete history: every change with person and time.
MGAHow do we get onto the platform?
Underwriting agents register themselves. Fleets then grant you delegated authority – by authority code or at your request.
MGADo we see everything at the fleet?
No. You only work in the areas that the delegated authority defines. No area, no access.
MGAFor which cases can I work on behalf?
For claim, breakdown (add-on module) and defect (add-on module), each in the areas of your delegated authority.
MGACan I set up workflows for my fleets?
Yes, with write authority. Requirement: Automation booked.
05Where data is held and who sees what
Data protection and security
Where is the data held?
Data stored in data centres in the EU. Transmission is encrypted (TLS).
Where are damage photos stored?
Damage photos and documents are stored in data centres in the EU, retrievable only via protected links that are valid for a short time.
Who sees which cases?
Each organisation sees its own cases and those for which it has an order or delegated authority, or which it insures. Roles and permissions determine who sees and handles which cases.
Do service providers see everything?
No, only their own order and what you share.
What is in the audit log?
Changes to cases, approvals and data sharing are in the audit log, with person and time.
Are drivers monitored?
No. No driver rankings, no scores, no telematics analysis. Clamio does not locate vehicles. In the key-figure analyses, very small groups are hidden automatically.
Does the driver see who at the fleet acted?
No. To the driver, fleet staff only appear as “Fleet”.
Does an inbox give access to cases?
No. Membership of an inbox gives no access to data. It only shows tasks for cases you are allowed to see anyway.
To whom do we address requests about our data?
Please address requests about your data to your fleet or to us. A function for this in the portal is in preparation.
06Before the first step
Demo and getting started
How do we get Clamio?
For fleets and insurers, Clamio sets up access. Garage, assessor, towing service, car rental, law firm and underwriting agent register themselves.
What needs to be booked?
Breakdown, defect and tyres are add-on modules. For the workflow, Automation must be booked. Clamio books the add-on modules for your fleet.
Are there functions only for certain industries?
No. All functions are available in every industry. The industry pages show which matter most there.
My industry is not listed – does Clamio fit anyway?
The cases are examples. In a demo we show Clamio using a case from your daily work.
Can we hand over cases from our systems?
Yes. You record cases in the portal or hand them over from your systems via an interface.
Can vehicles and drivers be imported?
Yes. You can import both inventories instead of creating each entry individually.
In which languages is Clamio available?
The portals and the Driver app are available in eight languages: German, English, Spanish, French, Italian, Polish, Portuguese and Turkish.
How do we request a demo?
Via the “Request a demo” form. In the demo we show Clamio using a case from your daily work.
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