Insurance Investigation Management Platform
ClaimTrace brings investigation operations, assignments, investigators, reporting and insurer collaboration into one platform — built for the companies that carry out insurance investigations, not for the inbox they currently run on.
New2
Motor claim
Property claim
Assigned2
Motor claim
Medical claim
In field2
Property claim
Motor claim
Reported1
Medical claim
01 · The problem
Investigation companies coordinate field work, evidence, deadlines and several clients at once — usually with WhatsApp, email, a shared drive and a spreadsheet holding it together.
These are common operational challenges in the industry, not a description of any particular firm. Most companies recognise a few of them; very few recognise none. ClaimTrace is designed to address them.
02 · The platform
ClaimTrace provides a centralised system for managing investigations from the moment they arrive to long after they are closed. Everything below lives in the same place, tied to the same case.
New assignments enter the system as cases, not as messages.
Claim references, client details and assignment data held together.
Who the work belongs to, decided and recorded.
Work distributed across the team with workload in view.
Configurable statuses that match how the firm works.
Case files kept with the case instead of on a device.
Supporting material captured as the investigation proceeds.
Observations recorded against the case as they are made.
Where every open investigation stands, at a glance.
Findings compiled from material already on the case.
Controlled visibility for the people who commissioned the work.
The business seen as a whole, not case by case.
Investigator compensation handled where configured.
Financial workflows around the work, where applicable.
Permissions that follow the role, not the person.
Each organisation operating in its own environment.
The shift
The operational value of ClaimTrace is not any single feature. It is that the assignment, the investigator, the evidence, the review, the report and the client are the same record — so a question about an investigation has one place to be answered.
03 · How it works
This is the path an investigation takes through the platform. The exact statuses can be configured around your process — the shape of the work is what matters here.
An investigation company receives a new assignment from a client — an insurer, a broker or a claims team.
However it arrives, this is the point where the work becomes the firm's responsibility and needs to be visible.
Relevant claim and assignment information is captured in ClaimTrace, so the case exists as a record rather than as a message in someone's inbox.
Claim reference, client, assignment type and the details the firm needs to act on are held in one place from the start.
A manager or authorised user reviews what the investigation actually requires before anyone is sent anywhere.
Scope, urgency and the kind of work involved are assessed while the case is still cheap to plan.
The investigation is allocated to the investigator who fits the work.
The decision stays with the manager; the platform is designed to support it and to record it.
What the decision weighs
Allocation is a manager's decision supported by the platform, not an automated algorithm.
The investigator opens the assignment and carries out the required work.
Progress, notes, findings, documents, evidence and observations are recorded against the case as the work happens, not reconstructed afterwards.
A manager or reviewer checks the work before it becomes a report.
Gaps, missing documentation and questions are raised while the investigator is still close to the case.
Findings are compiled into the report the assignment calls for.
The material gathered during the investigation is already attached to the case, so preparing the report is assembly rather than archaeology.
The final report is made available through the appropriate workflow.
Delivery to the client is part of the case record, so "when was it sent" has an answer.
The investigation is closed and stays available for future reference, audit and reporting.
A closed case keeps its documents, its timeline and its decisions — which is what makes it useful a year later.
04 · Investigation lifecycle
A shared vocabulary for where work stands — so "in progress" means the same thing to the manager, the investigator and the client.
Status 01
The investigation has been received and registered, but not yet allocated.
Status 02
An investigator owns the case and knows it is theirs.
Status 03
Field work is under way; notes, documents and findings are being recorded.
Status 04
A manager or reviewer is checking the work before it becomes a report.
Status 05
Findings are being compiled into the report the assignment calls for.
Status 06
The report has been made available to the client through the agreed workflow.
Status 07
The case is closed and remains available for reference, audit and reporting.
Configurable, not fixed. The statuses above are the common shape of investigation work. The exact workflow — what the stages are called, what has to happen before a case can move, who is allowed to move it — can be configured around your organisation's process.
05 · Role-based experience
Permissions are controlled through role-based access. Nobody gets an unrestricted view of the platform simply because they have an account — including clients.
Responsible for how the organisation is set up inside the platform.
Configures who can do what — and is accountable for that configuration.
Responsible for the business behind the investigations.
Works mostly from dashboards and reports rather than individual cases.
The operational centre of the platform — most days run through this role.
Decides who does the work and whether it is ready to go out.
Does the work in the field and records what they find.
Sees the cases assigned to them, not the whole caseload.
The client who commissioned the investigation.
Where applicable, external users are given controlled access — deliberately scoped, never open-ended.
Every role above is a set of permissions the organisation controls. Roles can be shaped to match the firm's own structure, and access to a case follows the role rather than seniority or habit.
06 · Operational dashboard
What a manager opens in the morning: what came in, what is moving, what is waiting on someone, and what needs attention today.
Total investigations
New assignments
In progress
Awaiting review
Completed
Needs attention
Recent investigations
All clientsInvestigator workload
Activity
Not decoration — a working screen that answers three questions before the first call of the day: what is overdue, who is overloaded, and what is waiting on us rather than on the client.
07 · Inside an investigation
The investigation page is where the work actually happens: claim information, the assignment, the evidence, the timeline of what was done and the report that comes out of it.
Claim information
Assignment
Investigator
ReassignDocuments & evidence
Notes & findings
Activity timeline
Everything an investigation produces stays attached to the investigation — which is what makes the case answerable months later, when the people who worked on it have moved on to twenty others.
08 · Documents & evidence
A centralised system is the difference between "it is on someone's phone" and "it is on the case, uploaded by whom, when".
ClaimTrace is designed to keep investigation documents, supporting files, notes, evidence and reports organised against the investigation they belong to, so preparing a report — or answering a question about one — starts from a complete case rather than a search through inboxes.
What this is not. ClaimTrace organises and records the material an investigation produces. It does not perform forensic examination and does not verify the authenticity of evidence — those remain matters for the investigator and the appropriate specialists.
Case files · CLM-••••••
Upload Organised by case09 · AI-assisted analysis
AI-assisted analysis to help investigation teams identify patterns and potential areas requiring further review.
On a large caseload, the hard part is knowing which cases deserve a second look. The analysis is designed to surface patterns, anomalies and cases that may warrant closer attention, so experienced people spend their time where it is most likely to matter.
Analysis · flagged for review
Assists review · does not decideIndicator · for human review
Indicator · for human review
Indicator · for human review
Indicator · for human review
10 · Insurer & client collaboration
An investigation company works for several insurers and claims teams at once. ClaimTrace is designed to keep those relationships organised inside the same system as the work itself.
Each client the firm works for exists as a profile, with the investigations commissioned under it.
The client's own reference travels with the case, so both sides are talking about the same claim.
What was asked for, when it arrived and what was agreed, kept with the investigation.
Where a commissioned investigation stands — without a phone call to ask.
Completed reports are made available through the firm's agreed workflow and stay on the case.
Where the firm chooses to give a client access, it is scoped by role and limited to their own work.
Because every case carries its client, the firm can look back at the work done for a particular insurer — what was investigated, how long it took and what was delivered — without assembling it by hand.
ClaimTrace does not claim a built-in connection to any particular insurer's systems. Where a client wants assignments or reports exchanged system-to-system, that is integration work CodeWave scopes with both parties.
11 · Operational reporting
Investigation reports go to clients. Operational reporting is for the people running the firm.
Investigations by status
Period · ———By client / insurer
Turnaround
12 · Payroll workflows
Investigation companies often calculate what an investigator is owed from the assignments they completed — which is exactly the information the platform already holds.
ClaimTrace can support operational payroll workflows for investigation teams where they are configured: staff records, assignment-related compensation, payroll processing and payment tracking, tied to the work in the system rather than re-keyed from it.
Said plainly: these are operational payroll workflows. Statutory payroll compliance — deductions, filings and the obligations that come with them — is not claimed here. Where a firm needs it, we scope it explicitly.
Investigators and staff exist as records in the same system as the work they do.
What is owed can be derived from completed assignments rather than assembled by hand.
Payments tied to the cases that produced them, with a trail back to the work.
What has been paid, what is outstanding and against which period.
13 · Bulk operations
Clients do not always send one assignment. Bulk upload is designed for the days when a batch arrives at once, and for bringing existing records into the platform during onboarding.
A batch of investigations to be registered, rather than one case at a time.
The batch is uploaded into the platform in one operation.
Records are checked before anything is created, so problems surface early.
Valid records become investigations inside the organisation.
From there they follow the normal assignment and workflow path.
The practical details — what your existing records look like, how fields should map and what a valid record means for your firm — are worked through during onboarding rather than assumed here.
14 · Multi-tenant architecture
ClaimTrace is designed as a platform that serves many investigation companies. Each organisation operates within its own tenant environment.
Platform
ClaimTrace
Tenant
Organisation A
Tenant
Organisation B
Tenant
Organisation C
One platform · separate environments
Each organisation's investigations, users and clients belong to that organisation's environment.
Accounts, roles and permissions are defined inside the organisation they belong to.
Statuses and process can be configured per organisation rather than shared across all of them.
Authentication and role-based permissions govern what any account can reach.
New organisations are onboarded onto the same platform without a separate build.
This describes the platform conceptually. Database names, server paths, environment configuration and credentials are deliberately not published.
15 · Security
Investigation work involves other people's claims, statements and evidence. Here is how the platform is built to handle that — and what we do not claim.
Every user signs in to their own account; access is per person, not per office.
What a user can reach follows the role they were given inside their organisation.
Administrators configure permissions deliberately rather than granting blanket access.
Organisations work inside their own environments, separated from one another.
Data is handled through the application and its controls rather than through ad-hoc exports.
Actions on a case leave a record, so what happened can be reviewed afterwards.
Clients and insurers see only what the firm deliberately made available to them.
Security is part of ongoing maintenance, not a one-off at launch.
That the platform is "100% secure", "impossible to hack" or protected by "bank-level security". No honest engineering team says any of those things. What we will do is describe the controls in place, discuss your own requirements, and keep the platform maintained.
16 · Technology
ClaimTrace is a multi-tenant, role-driven, workflow-heavy platform with documents, reporting, financial workflows and external users. That is a demanding piece of software, and it is the kind CodeWave builds.
The technologies below are those used within the broader ClaimTrace platform and its product development environment. Server details, hosting and configuration stay private to the deployment.
Clients
Application
Platform services
Data
Tenancy
Architecture at a conceptual level
17 · Who it is for
ClaimTrace is an investigation company's system. Insurers and claims stakeholders take part in it as clients of that company.
Firms whose business is carrying out investigations for insurers, brokers and claims teams — and who currently run that business across several disconnected tools.
One operational system for the whole firm.
The people allocating work, chasing progress, reviewing findings and answering for deadlines.
A caseload they can see, and decisions that are recorded.
The people doing the actual investigation — on the road, on site, rarely at a desk.
One place for their assignments, notes, documents and progress.
Teams coordinating intake, documentation and delivery around investigations.
Fewer hand-offs that depend on someone remembering.
The insurers, brokers and claim managers who commission investigations from the firm.
Controlled visibility of the work they commissioned.
18 · Business benefits
Described as capabilities rather than percentages — improvement figures would be invented, and invented figures are worth nothing to you.
Assignments, evidence, reports and clients live in one system instead of four.
Who has what, and what is still unallocated, is visible without asking around.
Work moves through defined stages rather than through habit and memory.
Actions carry the account behind them, which makes questions answerable.
A case and its material can be found in seconds, including old ones.
Operational reporting comes out of the work instead of out of a spreadsheet.
Management can see the business as a whole, not one case at a time.
More investigators, more clients and more cases without changing how the firm runs.
19 · FAQ
The questions investigation firms actually ask us — answered without hedging.
Prefer the engineering story? Read the ClaimTrace case study.
It is built first for the companies that carry out investigations — investigation firms, their managers, their investigators and their operations teams. Insurers and claims stakeholders come into the platform as clients of that firm: they are given access to the work that concerns them, through the workflow the firm controls.
A manager or authorised user reviews the assignment and allocates it. The platform is designed to support the considerations that decision involves — location, current workload, availability, the type of assignment and the firm's own internal workflow — and to record who assigned what, and when. The judgement stays with the manager.
The lifecycle shown on this page is the shape most investigation work takes: received, assigned, in progress, reviewed, reported, completed. The exact statuses and steps can be configured around how your organisation actually works, rather than forcing the organisation to work the way the software does.
It is designed to help teams look in the right place first — surfacing patterns, anomalies or cases that may deserve closer attention. It does not decide whether a claim is fraudulent, and its output is not a finding. Every conclusion in an investigation comes from the investigator and the reviewer who signed it.
Each organisation operates within its own tenant environment, with its own users, investigations, clients and configuration. Access is authenticated per user and scoped by role inside that organisation, and one organisation's users do not work across another organisation's data.
Where the firm chooses to give them access, yes — external users can be given a controlled view of the work that relates to them, such as status and delivered reports. Access is granted deliberately and scoped by role; it is not an open window onto the platform.
The platform can support operational payroll workflows for investigation teams where they are configured — staff records, assignment-related compensation and payment tracking. Statutory payroll compliance is a separate question, and we scope it explicitly with the firm rather than assuming it.
Bulk import is part of the platform: records are uploaded, validated and created, and then follow the normal assignment and workflow path. The practical detail — what your existing records look like and how they should map — is worked through during onboarding.
The platform is built around insurance investigation work, but the underlying shape — assignments, field work, evidence, review, report, client — is common to other investigation and inspection businesses. Talk to us about how your firm operates and we will tell you honestly how close the fit is.
More from CodeWave
Payment Verification & Business Operations
Know when the payment arrives.
Property Management
Every property, unit, tenant and payment in one place.
Business Management
One system from the till to the back office.
Request a demo
Tell us how investigations move through your firm today — where they arrive, who allocates them and how reports go out. We will show you the same flow inside ClaimTrace.