Claims Training · Article 5
The Mountainy Claims Portal is the internal system where all carrier claims are tracked, managed, and resolved. As a CS agent, you do not need to log in to the portal to submit a claim — that happens through the /claim Slack command. But understanding what the portal does and how to read claim status updates will help you give your customers accurate, timely information.
This article covers what the portal is, what happens inside it after you submit a claim, how to read status updates, and how to use the /stats command to pull a live snapshot of your claims at any time.
When you submit a claim via /claim in Slack, Mountainy's team receives it immediately in the Claims Portal. From there, the portal is used to:
Track every claim from submission through resolution, with a full audit trail
Manage documentation — photos, tracking records, and carrier correspondence are all stored against the claim
Update claim status as the investigation and carrier process progresses
Record reimbursements once a carrier approves and pays out a claim
Generate exports for carrier bulk-upload templates (UniUni, USPS, FedEx)
You do not need access to the portal itself. Everything you need as a CS agent comes through Slack — status updates are posted in the thread where you submitted the claim, and you can pull a live snapshot anytime using /stats.
After you submit a claim, it will move through a series of statuses. Here is what each one means and what you should tell your customer at each stage.
Status | What It Means | What to Tell Your Customer |
|---|---|---|
Open | Claim has been submitted and is queued for review by Mountainy's team. | "We've submitted the claim and our team is reviewing it now." |
Under Review | Mountainy is actively investigating — gathering tracking data, carrier records, and documentation. | "Our team is actively investigating with the carrier. We'll have an update for you soon." |
Submitted to Carrier | The claim has been formally filed with the carrier (UPS, FedEx, USPS, UniUni, etc.) and is awaiting their response. | "The claim has been filed with the carrier. Carrier response times vary — typically a few business days." |
Approved | The carrier has approved the claim. A reimbursement credit will be applied to your account. | "Great news — the claim was approved! A credit will be applied to your account." |
Denied | The carrier denied the claim. Mountainy will advise on whether an appeal is appropriate. | "The carrier denied this claim. Our team will review whether an appeal is possible and follow up with you." |
Closed | The claim has been fully resolved (paid out, appealed, or closed without recovery). | "This claim has been fully resolved. [Provide outcome details as appropriate.]" |
When a claim's status changes, Mountainy posts an update directly in the Slack thread where the claim was originally submitted. The update will tag you and include the new status and any relevant details.
You do not need to check the portal or follow up with Mountainy to get updates — they come to you automatically. If you have not received an update and believe one is overdue, you can message Mountainy in Slack and reference the order number.
At any time, you can type /stats in your Mountainy Slack channel to pull a live 7-day snapshot of your claims activity. The snapshot shows:
Claims Submitted — total claims filed in the last 7 days
Approved — claims approved by carriers in the last 7 days
Denied — claims denied in the last 7 days
Amount Recovered — total dollar value of approved claims in the last 7 days
This is useful for: - Getting a quick read on how your claims are trending - Reporting to your team or manager on recovery activity - Confirming that claims you submitted recently are in the system
Simply type /stats in Slack and the snapshot will appear instantly.
When a carrier approves a claim, the reimbursement is recorded in the Claims Portal and a credit is applied to your Mountainy account. The credit will appear on your next invoice.
The amount credited reflects the carrier's approved payout, which may differ from the full claim amount depending on the carrier's liability cap and the documentation provided. For specific liability caps by carrier, see Carrier Eligibility, Rules, and Filing Windows.
Can I check the status of a specific claim? Yes — message Mountainy in Slack with the order number and ask for a status update. The team can pull the current status from the portal immediately.
How long does it take for a claim to be resolved? It depends on the carrier. UniUni and FedEx Ground Economy claims are typically resolved within 2–4 weeks of submission. UPS claims vary the most. Mountainy will keep you updated throughout the claim progression.
What if a claim is denied? Mountainy will review the denial reason and advise on whether an appeal is appropriate. Some denials can be successfully appealed with additional documentation.
Do I need to do anything after submitting a claim? In most cases, no. Mountainy handles all carrier communication from submission through resolution. If additional documentation is needed, Mountainy will reach out to you via Slack.
What if I submitted a claim with the wrong information? Message Mountainy in Slack as soon as possible with the order number and the correction. Claims can be updated before they are submitted to the carrier.