Use tasks in Insurance Queue

Overview

The Insurance Sales Queue is a centralized workflow management tool designed to simplify and structure the insurance job process from start to finish. It connects field reps, office staff, and in one unified workspace, ensuring complete visibility and accountability at every step. By automating task assignments, due dates, and dependencies, the Insurance Sales Queue eliminates manual handoffs and guesswork helping teams stay organized, aligned, and efficient while delivering a seamless experience for customers.

Things to know

• Task dependencies: Configure dependencies in templates to control insurance workflow order. A dependent task can't begin until the preceding task is completed, ensuring that each insurance sales task is finished before the next one becomes actionable.

• Task assignment: Tasks can be automatically assigned to a specific user or left unassigned when created. You can leave tasks unassigned so that a sales manager can review and assign users and due dates later.

Best practices

• Apply Task Templates for Consistency: Always use predefined task templates when setting up insurance jobs. Templates standardize workflows, clarify ownership, and ensure each stage of the process is completed in the right order.

• Transition Jobs Into Production: After receiving the insurance scope, move the job into the Production Queue so the production team can begin material orders, permits, and post-supplement tasks. Using both queues ensures a smooth, coordinated workflow across teams.

Use cases

• Streamlining the Insurance Workflow: The Insurance Sales Queue centralizes every stage of the insurance process, from inspection to pre-supplement and contract, so teams can track progress, assign responsibilities, and eliminate manual handoffs. This ensures jobs move smoothly and efficiently from one stage to the next.

• Improving Cross-Team Collaboration: By connecting field reps, estimators, and office staff in one workspace, the queue promotes visibility and accountability. Everyone involved in the insurance process can see what's next, who's responsible, and what's pending, reducing delays and miscommunication.

Insurance Queue Overview

The Insurance Queue provides a centralized workspace for managing every step of the insurance sales process, from inspection to pre-supplement, all the way through contract.

It connects field sales reps, estimators, and office staff, ensuring no steps fall through the cracks.

To open the Insurance Sales Queue, go to the navigation bar and click Insurance Queue.

Note: The page automatically filters to show tasks assigned to you.

At the top of the Insurance Queue screen, you can:

• Switch between Task View and Project View        

  Note: In project view, if your job is part of a project, your view is grouped by project. If it's not yet included in a project, your view is grouped by customer.

Task View: In Task View, you can see all individual tasks assigned across projects. This view helps you track progress, identify bottlenecks, and manage workloads efficiently.

Project View: In Project View, jobs and projects are grouped by customer. If a customer has work in multiple trades, their jobs appear under each relevant trade category.

• Use Filters to narrow down the list of tasks. Click the filter icon, select your filter options in the pop-up window, and then click Apply.         

  • Work Stage

  • Assignee

  • Task Status

  • Due Date

  • Claim #

  • Insurance Carrier

  • Customer

  • Job Number

  • Job Type

  • Project Number

  • Created On Date

  • Completed On Date

• Select a user from the Assignee dropdown to view their tasks. 

• Filter by Due Date to view tasks due on a specific date. 

Below the filters, use the Task Filter Bar to refine your results further:

• Total Tasks: All tasks that match your filters.

• New Tasks: Tasks recently assigned.

• Overdue Tasks: Tasks that have passed their due date.

• Completed Tasks: Tasks that have been finished.

Work Stages in the Insurance Queue

Each task appears within a visual pipeline that represents the full insurance sales workflow. As work progresses, tasks should move from one stage to the next to ensure a smooth, organized process from first contact to contract.

• Prospect: Tasks related to identifying, qualifying, and setting up potential insurance jobs before inspection begins.

• Scope: Tasks for inspecting the property, documenting damages, and collecting claim information.

• Estimate: Tasks for preparing, reviewing, and submitting the insurance estimate for approval.

• Supplement: Tasks for gathering documentation, photos, measurements, and justifications needed to prepare any additional items that may be submitted to the carrier before the supplement is formally filed.

• Proposal Review: Tasks for reviewing the finalized proposal and obtaining customer confirmation.

• Contract: Tasks for finalizing agreements and preparing the job to move into production.

The number displayed in each stage shows how many tasks are currently in that stage.

Task View

In Task View, you can see all individual tasks assigned across projects. This view helps you track progress, identify bottlenecks, and manage workloads efficiently.

Projects View

In Projects View, jobs and projects are grouped by customer. If a customer has work in multiple trades, their jobs appear under each relevant trade category. This layout gives you a complete picture of multi-trade projects and their progress within each area of work.

Use sales task templates

Applying task templates and individual tasks to jobs ensures that each stage of insurance workflow is clearly defined and tracked. Whether you use predefined templates or create tasks manually, this process helps standardize workflows, assign responsibilities, and keep project timelines on track.

Step 1: Apply task templates to the job

1. From the job screen, scroll to the Tasks section.

2. In the Insurance Sales Tasks tab, click More > Apply Task Template.        

   Note: For now, templates are managed via Excel import. For more see, Set Up the Insurance Queue Task Template.

        

3. In the Apply Task Template pop-up, select a task template and click Apply. 

After applying the task template, the predefined list of tasks appear instantly in sequence in the Insurance Sales Tasks section:

Step 2: Complete tasks in the Insurance Sales flow

After applying the template, move on to complete tasks in sequence. Based on who the assignee is, that is who is going to work on and complete the task.

1. Click the first task with To do status in the Insurance Sales Tasks table. 

2. In the task details pop-up window, you can view and edit the following information:         

   1. Stage: The current phase of the task within the project.

   2. Assignee: The user responsible for completing the task.

   3. Due Date: Due date of the task.

   4. Description: Description of the task.

   5. Subtasks: You can add, edit or remove subtasks as needed.

   6. Attachments: Files attached to the task.

3. Use the Chat or Email feature to communicate internally and externally.         

   1. Chat: Use to communicate with internal teams by tagging them in the message.

   2. Email: Use to communicate with internal and external teams.

4. In the Associated Records section, you can view the following information:         

   1. Job: The number of the job the task is associated with.

   2. Customer: The customer for whom the work is performed.

   3. Service Location: The location where the service is performed.

   4. Related Tasks: The tasks that follow this one.                

      Note: As dependent tasks are completed, the next tasks automatically unlock keeping the workflow consistent and preventing skipped steps.

5. You can update the Status of the task with the following options:         

   1. In Progress: The task is actively being worked on.

   2. Waiting for Reply: The task is paused while waiting for input or confirmation from another person.

   3. Completed: The task is finished and requires no further action.

   4. Won't Do: The task is no longer needed or won't be completed.

Insurance Information on Job and Project levels

The Insurance Information section allows your team to record and view key insurance claim details, such as claim number, carrier, and date of loss, directly within ServiceTitan. Whether on a job or project, this ensures insurance data stays accurate, accessible, and visible across every stage of the workflow.

View Insurance Information on job level

1. On the job screen, go to the Insurance Information section. A new Insurance Information section appears, it's collapsed by default.

2. In the Insurance Information section, you can record details such as:         

   1. Claim #

   2. Insurance Carrier

   3. Date of Loss

   4. Date of Expiration

   5. Adjuster's Name

   6. Adjuster's Phone Number

   7. Adjuster's Email

3. After entering each record, click  save.

These fields link directly to associated tasks, so your team always has context without navigating away.

Attach and detach Insurance Information from a job

Insurance information can be shared across multiple jobs for that location. Any adjustments to the record is applied everywhere the record is referenced.

To attach a record:

1. On the job screen, go to the Insurance section.

2. Click Review & Attach Record to apply.        

   Note: Insurance Information Found pop-up only appears if insurance information is already captured on a previous job for the same location.

        

3. In the Attach Insurance Record pop-up window, proceed with one of the options:         

   1. Review the details and click Attach Record.

   2. Click Enter Manually to provide the details.

To detach a record:

1. On the job screen, go to the Insurance section.

2. In the Insurance section, click Actions > Detach Record. 

View Insurance Information on project level

If the job is part of a project as well, you can view the record details on the project screen as well.

1. Search for the project and click the Dashboard section from the project screen. 

2. In the Insurance Information section, you can view record details such as:         

   1. Job # / JobType

   2. Claim #

   3. Insurance Carrier

   4. Date of Loss

   5. Adjuster's Name

   6. Adjuster's Phone Number

   7. Adjuster's Email

Note: You cannot modify records here, but you can open the job page and adjust it on the job screen.

Manage sales tasks on project

You can manage insurance sales tasks at the project level through Task Management on the project. This provides your team with full visibility into all active sales tasks across related jobs, helping them stay organized and aligned throughout the insurance workflow.

1. Search for the project, and click the Task Management section. 

2. View and manage sales tasks from the Insurance Sales Tasks section.         

   1. Task Name

   2. Work Stage

   3. Assignee

   4. Task Status

   5. Due Date

   6. Job

3. Click to open any task to view details, subtasks and related claim information.        

   Note: If insurance information is entered on the job, those details also appear at the task level for easy reference.

Want to learn more?

• See Roofing and Exteriors

• See Set Up the Insurance Queue Task Template

• See Use Insurance Queue in the ServiceTitan Field Mobile App

• See Use Messages