Scenario 1: Amanda Keene — Auto Rear-End (PD)
End-to-end demo walkthrough: File → Assign → Investigate → Settle
This page guides evaluators through Scenario 1 — a simple rear-end property damage claim filed by a civilian whose parked car was struck by a City fleet vehicle. Follow each sub-scenario in order, using the "Try it" links to interact with the live system.
The Players
| Name | Role | Details |
|---|---|---|
| Amanda Keene | Claimant | Owner of damaged 2026 Honda Civic. Has existing NYC Claims portal account. Filing on her own behalf (no attorney). |
| Isaiah Whitfield | Insured (City employee) | NYC employee operating City-owned fleet vehicle at time of accident. On duty, not responding to emergency. |
| Morgan Pratt | Claims Supervisor | Triages incoming claims and assigns to examiners via round-robin rotation. |
| Thomas Hale | Claims Examiner | Assigned examiner. Settlement approval limit: $500 without supervisor review. |
The Incident
Date: March 15, 2026
Location: Atlantic Avenue, Brooklyn, NY
City vehicle: NYC fleet vehicle (Isaiah Whitfield, on duty)
Claimant vehicle: 2026 Honda Civic (Amanda Keene, parked & unoccupied)
What happened: Isaiah struck Amanda's parked car at 3–5 mph. Rear bumper damage only. No injuries, no passengers, no witnesses.
Damages: $142 repair estimate (bumper cover, no structural damage)
Key facts: No lienholder. No attorney. Amanda has another vehicle during repairs.
Demo Walkthrough
Four sub-scenarios, each with a single primary actor. Follow in order.
1.1 — File a Notice of Claim for Property Damage
Amanda Keene (Claimant)No login required — public eClaim portal
Amanda logs into the NYC Claims portal with her existing account, initiates a new notice of claim for vehicular property damage, provides incident details — a City fleet vehicle struck her parked Honda Civic — and submits the completed form.
Demo Script (7 steps)
Click 'Try Filing' to open the PD3 form in a new tab.
Fill in the claimant details:
| First Name |
Amanda
|
| Last Name |
Keene
|
| Date of Birth |
05/15/1990
|
| Phone |
(212) 555-1234
|
| Gender |
Female
|
amanda.keene@example.com
|
Fill in the vehicle info:
| Vehicle Owner First |
Amanda
|
| Vehicle Owner Last |
Keene
|
| Make / Model / Year |
2020 Honda Civic
|
| I am a: |
Driver
|
Fill in the incident:
| Date of Incident |
03/15/2026
|
| Borough |
Brooklyn
|
| Location |
Atlantic Avenue, in front of coffee shop
|
| How damage occurred |
City sanitation truck rear-ended my parked vehicle at 3-5 mph. Rear bumper damage.
|
| Items of damage |
Rear bumper cover, tail lights
|
| Total Amount Claimed |
142
|
Leave all fields at defaults (Unknown). Click Continue.
Verify all data is correct on the review page. Click 'Submit Claim'.
System shows 'Claim Filed Successfully' with a claim number (e.g., 2026PD000012). Copy this — you need it for the next steps.
- ✓ Guided intake branches to correct PD3 form
- ✓ Amanda sees confirmation with claim reference number
- ✓ Summary shows incident date, vehicles, damages
1.2 — Review and Assign a New Claim
Morgan Pratt (Supervisor)supervisor / superpass123
Morgan sees the new unassigned claim in her supervisor queue, reviews the property damage notice, and assigns it via round-robin rotation. Thomas Hale — next in rotation — receives the claim.
Demo Script (5 steps)
Click 'Try Assigning' to open the supervisor view in a new tab.
Look for Amanda's claim number from Step 1.1. Status: 'Filed', Examiner: 'Unassigned'.
Click the claim number. Verify: Amanda Keene, 2026-03-15, Brooklyn, vehicular PD, $142.
Click 'Assign'. The system assigns to the next examiner in rotation.
Claim status changes to 'Assigned'. The examiner sees it in their dashboard queue.
- ✓ Unassigned claim appears in supervisor queue
- ✓ Round-robin assignment to next examiner
- ✓ Thomas sees full claim details in his work queue
1.3 — Investigate a Property Damage Claim
Thomas Hale (Examiner)examiner / exampass123
Thomas reviews the claim, calls Isaiah (insured) and Amanda to confirm details, marks coverage as clear and liability at 100% City-responsible, requests repair estimate and photos, and enters a damage determination of $142.
Demo Script (11 steps)
Click 'Try Investigating' to open the examiner view in a new tab. The assigned claim appears in the work queue.
Click the claim number. Tabs: Summary, Documents, Investigation, Communications, Settlement, Audit Trail.
Scroll to To-Do section. Click 'Add Task'.
| Task description |
Confirm no-injury status with both parties
|
Scroll to Claim Notes. Click 'Add Note'.
| Note type |
Phone Call
|
| Subject |
Call with Isaiah Whitfield (insured)
|
| Body |
Confirmed date/time, vehicles, no damage to City vehicle, no injuries, on duty but not emergency, accepts responsibility.
|
Investigation tab → Coverage determination: 'Clear' (authorized work purpose).
Liability: 'City Responsible' at 100%. Rear-end collision = clear fault.
Add another note.
| Note type |
Phone Call
|
| Subject |
Call with Amanda Keene (claimant)
|
| Body |
Confirmed incident details match filing. No insurance claim filed. Estimate completed. No car seats. Has alternate vehicle.
|
Documents tab → 'Request Document' → type: 'Repair Estimate'. Amanda receives email with secure upload link.
Amanda clicks the email link, uploads estimate + 2 photos. Thomas receives upload notification.
Estimate: $142 (bumper cover, no structural damage). Photos consistent with low-speed rear impact. Within $500 examiner limit.
Audit Trail tab shows timestamped history: filing, assignment, notes, coverage, liability, doc request, uploads.
- ✓ Coverage determination + liability assessment
- ✓ To-do note and timestamped claim notes
- ✓ Document request sent to claimant
- ✓ Claimant uploads via secure link
- ✓ Damage determination of $142 entered
1.4 — Settle a Property Damage Claim
Thomas Hale (Examiner) + Amanda Keeneexaminer / exampass123 (same session as 1.3)
Thomas sends a settlement letter for $142 to Amanda. Amanda accepts via electronic signature. A voucher is auto-generated for payment processing.
Demo Script (9 steps)
Navigate to /settlement/<claim_id>/ for Amanda's claim (use claim number from 1.1).
Fill in the offer form:
| Amount ($) |
142
|
| Settlement Method |
Pre-Litigation
|
| Justification |
Rear bumper repair estimate verified. Clear liability, no structural damage.
|
$142 is within the $500 examiner limit. Click 'Approve'. Status changes to 'Approved'.
Click 'Capture Payment'. Select method and fill in:
| Payment Method |
Check (Mailed)
|
| Payee Name |
Amanda Keene
|
| Address |
123 Atlantic Ave
|
| City |
Brooklyn
|
| State |
NY
|
| ZIP |
11201
|
Go to Letters page (/settlement/<claim_id>/letters/). Click 'New Letter'.
| Recipient |
amanda.keene@example.com
|
| Subject |
Settlement Offer — Claim 2026PD000012 — $142
|
| Body |
Dear Ms. Keene, the NYC Comptroller's Office offers $142 for your property damage claim. Please review and sign to accept.
|
Click 'Save Draft' to preview, then 'Send' to deliver via email.
Amanda receives email, reviews terms, signs electronically. System records acceptance.
On acceptance: FMS voucher created for $142, payable to Amanda Keene. Exposure closed.
Audit Trail tab: settlement offer, approval, payment capture, letter sent, acceptance, voucher — all timestamped.
- ✓ Settlement letter sent for $142
- ✓ Electronic signature acceptance (DocuSign)
- ✓ Voucher auto-generated on acceptance
- ✓ Exposure closed on settlement
Acceptance Criteria
From Miriam's original scenario draft — all three implemented.
AC #1: Settlement gate (coverage + liability + lien)
System blocks settlement letters unless coverage is clear, liability is determined, and lienholder status is resolved.
AC #2: Running to-do list
Each claim has a running to-do list panel with template support for common reminders.
AC #3: Unified audit trail
Timestamped notes capture filing, assignment, documents, settlement, decision dates, voucher info, and full resolution.
What's New in v0.4.0
Recent additions that strengthen the Scenario 1 demo.
NYC Comptroller's Bureau of Law & Adjustment — Claims Processing Modernization
Oral Presentation: May 20, 2026 · RFP PIN 01525BIST72560 · Flexion Inc.