Client types and how relationships get created

What Clients is

Clients is Verinode's relationship lens on everyone who pays you: carriers, TPAs, private-pay homeowners, and commercial accounts. Every job, payment, and scorecard you already send Verinode carries a payer name. Verinode reads that name, matches it against the payer relationships already on file, and rolls the match up into one place, so "who pays me, how fast, and how well does this relationship hold up" has a single answer instead of forty spreadsheets.

You never build a client list by hand. A carrier, TPA, or private-pay account appears the first time a job, payment, or document names them, and it keeps updating itself as more data flows in. You are never the one typing "Liberty Mutual" into a form before Verinode will let you see it.

Where to find it

Open Clients from the sidebar, at iq.verinode.ai/clients. The page has two layers, the same pattern as Jobs and Vendors:

• The home view is what loads first: a hero panel, a Take Action row, an Explore row of metric tiles, and a Most Recent row of client tiles.
• Clicking almost anything (a tile, a client card, a row) opens an overlay on top of the home view. Some overlays are portfolio-wide views (All Clients, Health, Pushback, Scorecards, Programs, TPA Programs, Benchmarks). One overlay, the client detail card, is scoped to a single carrier, TPA, or account and opens when you click a specific client.

The hero panel

At the top of the page, the eyebrow reads Active Clients with the total count of clients on file as the big number. A pill next to it reads your collection rate (percentage of billed dollars collected) and tones itself: green when you are collecting 90% or more, yellow between 70% and 90%, and red under 70%. Below the headline, a line of text reads how many of your clients have active jobs right now, for example "6 with active jobs right now," or "No active jobs right now" if none do. If you have no clients at all yet, it reads: "Add Data, your clients appear here as soon as a job, payment, or scorecard lands."

Two secondary stats sit beside the headline:

• Days to Pay, your average across all carriers. If you have no payment data yet, the sub-label reads "Add Payments" instead of "Avg Across Carriers," and the tone flips to Ember Red once your average crosses 60 days.
• Programs, the count of active carrier program enrollments (Liberty Preferred, Travelers ASP, and similar). Reads "Carrier Programs Unlocked" when you have at least one, "No Programs Enrolled" when you have none.

Take Action

This row surfaces the decisions Verinode has generated about your client relationships, the same Take Action pattern used across every section. See the decision workspace for how these tiles work generally. Before any decisions exist, the row shows one of a few honest states depending on where you are:

• No clients ingested yet. The card reads "Get carrier + TPA intelligence flowing" with three concrete first moves: upload a recent carrier scorecard (PSP, ASP, DRP, POMS, or any carrier program report), forward a carrier assignment email (so future assignments land here automatically), or paste a TPA invoice or claim summary (with the claim number included, so decisions tie to the right job). The footer notes "Decisions surface as jobs + payments match to each relationship."
• Clients exist, but the agent hasn't found anything to flag yet. The card reads "Still learning your portfolio: As your agent analyzes carrier performance, scorecards, and repeat-business patterns, top decisions will appear here."
• Clients exist and every past signal has been worked through. The card reads "Your portfolio is clean," with a count of the signals you have already resolved, and a note that new ones surface as carriers send scorecards and job patterns shift.
• Open signals exist. The row renders actual decision tiles instead of an empty card.

Explore

Nine metric tiles, each a doorway into a full view:

• Book of Business. Shows the top share of your revenue mix by payer segment, for example "42%" with the sub-label "Liberty Mutual leads your revenue mix." Clicking it opens the full payer/service-line/property/cause revenue-mix breakdown. Empty state: "Revenue mix appears as jobs and payments land."
• All Clients. Total client count, with a sub-label for how many have active jobs. The preview is a bar per client type (carrier, TPA, private pay, commercial) sized by count. Opens the full client list.
• Avg Days to Pay. Your portfolio-wide average, with a peer delta pill (e.g. "+8d vs Peer" or "+8d vs Industry") when a comparison is available. Opens the Health view.
• Collection Rate. Percentage of billed dollars collected, with the same peer-delta treatment. Opens the Health view.
• Scorecards. Count of clients with at least one scorecard on file. Opens the Scorecards view.
• SLA Compliance. Shows the number of carriers that are at risk or failing their cycle-time SLA, or "On track" when none are. Reads "No scorecard metrics yet" when nothing is tracked yet. Opens the Scorecards view (SLA compliance is graded from scorecard data).
• Pushback. Your portfolio-wide supplement denial rate and the dollars denied, dollar-weighted (denied dollars divided by submitted dollars). Reads "Supplement denials appear as decisions land" until you have submitted supplements on file. Opens the Pushback view.
• Carrier Programs. Count of active carrier program enrollments, migrated here from the old Certifications page. Opens the Programs view.
• TPA Programs. Count of TPA programs with fee/volume data on file, and the trailing-12-month dollar volume routed through them. Reads "TPA fees appear as invoices land" when empty. Opens the TPA Programs view.
• Benchmarks. A gauge reading your portfolio collection rate against the good/watch/action thresholds. Opens the Benchmarks view.

Most recent

A horizontal row of client tiles, sorted by active jobs first, then total revenue collected. Each tile shows the client's type label, headline dollar figure (or job count if nothing has been collected yet), a preview line with the client's name and logo, and a meta line ("62% collected · 34d to pay"). Clicking a tile opens that client's detail card directly. If you have no clients yet, the row reads: "Clients will appear as you forward scorecards, carrier assignment emails, or TPA invoices."

Below the last row, if your jobs carry enough dated milestones, a process lens panel appears: per-carrier medians for Billed → Paid and Assigned → Started, mined from your own job history. It renders nothing when no carrier has enough sample size yet.

The four client types

Every client on the platform is exactly one of four types. The type controls which data surfaces apply and what shows up in the detail card.

| Client type | Display label | Where the relationship lives | Catalog-backed | |---|---|---|---| | carrier | Carrier | pii.operator_carriers | Yes, matched to intelligence.carrier_directory | | tpa | TPA | pii.tpas | Yes, matched to intelligence.tpa_catalog | | retail | Private Pay | pii.private_clients | No | | commercial | Commercial | pii.private_clients | No |

The underlying database enum stores retail, but you will never see that word on screen. Every surface labels it Private Pay.

Carrier

Insurance carriers you bill directly (Liberty Mutual, State Farm, and similar). Carrier relationships are catalog-backed: when a carrier name resolves, Verinode links it to a shared intelligence.carrier_directory row through a canonical_entity_id. That link is what powers a few things you'll see on carrier cards and detail pages:

• A researched Xd ago freshness note, when Verinode's own research team has enriched that carrier's catalog record.
• A Network Preferred badge, when your franchise HQ has designated that carrier as a preferred relationship for your network.
• Peer benchmarking on that specific carrier (see the Intelligence tab below), because the catalog link is what lets your data and other operators' data line up on the same counterparty.

Carriers support the full data surface: jobs, financial roll-ups, days-to-pay, collection rate, supplement pushback tracking, approval-speed tracking, scorecards, SLA compliance grading, carrier program enrollment, and a multi-criteria peer rating (see the detail card section below).

TPA

Third-party administrators who route carrier work to you under a program (Xactimate-based pricing programs, referral fee arrangements, and similar). TPAs are catalog-backed the same way carriers are, matched by name against intelligence.tpa_catalog, and they get the same freshness badge and Network Preferred treatment.

The one thing unique to TPAs is Program Rate tracking: what you accept on price-list discount, admin fee, referral fee, or flat job fee, compared against an anonymized cohort of operators on the same program (never a named peer). This lives inside the Pushback tab on the TPA's detail card, when that feature is turned on for your account.

TPAs support everything carriers support except the Verinode carrier-directory freshness enrichment is sourced from a different catalog table (tpa_catalog instead of carrier_directory), matched by name rather than a stored foreign key.

When a job names both a carrier and a TPA, the TPA takes precedence as the job's client. A TPA-routed carrier job is tracked as a TPA relationship, not a carrier relationship, because the TPA is who you are actually transacting with on that job.

Private Pay

Residential homeowners paying you directly, with no carrier or TPA in the loop. Private-pay clients are not catalog entities, they have no shared canonical record, no freshness badge, and no cross-operator benchmark. What they do get: job history, revenue roll-up, days-to-pay, collection rate, and a single overall satisfaction rating you set yourself on a 1–5 scale. Submitting a rating triggers a data-dividend note confirming your rating joined (or started) an anonymized peer cohort on that client, and that Verinode never sells raw operator data to carriers.

Private-pay clients don't get contacts (that section is gated to carrier/TPA only), a Pushback tab with real content (private-pay clients don't submit insurance supplements, so the tab reads "Private-pay clients don't submit insurance supplements. Verinode tracks denial and pushback on carriers and TPAs"), or program enrollment.

Commercial

Business and property-management accounts paying you directly, same non-catalog treatment as Private Pay. Commercial clients get identical data support to Private Pay: jobs, financial roll-up, satisfaction rating. The only difference between Private Pay and Commercial is the label and the underlying client_type value; both live in the same private_clients table and share the same detail-card behavior.

How clients appear automatically

This is the part that replaces a manual client list. Every ingestion path (a forwarded email, an uploaded scorecard, a job export, a bulk client list) carries payer names as plain text. Verinode resolves those names into a client relationship for you, using the same cascade wherever the resolution happens:

1. 1Check your own book first. Verinode looks for an existing operator_carriers or tpas row under your operator, matched case-insensitively by name. If you already have "Liberty Mutual" on file, a new job naming "liberty mutual" links to the same relationship, it does not create a duplicate.
2. 2Resolve against the shared catalog. If nothing matches in your own book, Verinode checks the global canonical_entities catalog (shared across every operator on the platform, never operator-specific) using a five-step cascade: an exact alias match, an exact name match, a fuzzy match (tolerant of typos and extra words like "Encircle Estimating Solutions" matching "Encircle"), a domain match if a website domain is known, and only as a last resort, minting a brand-new catalog entity.
3. 3Link your relationship to the catalog match. The matched (or newly minted) catalog entity's id becomes both the carrier_id/tpa_id and the canonical_entity_id on your new operator_carriers or tpas row. This is the link that later powers peer benchmarking, freshness badges, and Network Preferred badges, because it puts your relationship on the same shared record every other operator working that carrier is also linked to.
4. 4The job, payment, or scorecard attaches. Once the client relationship exists, the record that named it, a job row, a payment, a scorecard document, links straight to it. Every subsequent job or payment naming the same carrier resolves through step 1 from then on.

A few concrete triggers you'll actually see:

• Forward a carrier assignment email or job export. Verinode reads the carrier or TPA name off it, resolves the relationship as above, and creates the job under that client. If the job names both a carrier and a TPA, the TPA is recorded as the job's client (TPA takes precedence).
• Upload or forward a scorecard. A carrier or TPA scorecard (PSP, ASP, DRP, POMS, or similar) is matched to the client the same way. If the name doesn't match cleanly, the scorecard falls back to whatever client you had open when you used Add Data from that client's detail card, rather than silently creating a duplicate under a slightly different name.
• Send a bulk client list. A carrier list, TPA list, or contact book upload routes each row to the right table by its type: rows tagged commercial or with no segment go to Commercial, rows tagged residential go to Private Pay, and carrier/TPA rows go through the same catalog-resolution cascade as job ingestion. The import receipt tells you honestly how many rows were created versus already on file, duplicated within the file itself, or skipped for having no name.
• A payment lands. Every collected or billed dollar on a job rolls up automatically into that client's revenue, collection rate, and days-to-pay figures, no separate entry required.

You can also add a carrier, TPA, or private client by hand from the client list (a search box resolves the name against the same catalog cascade before creating the relationship), but for the overwhelming majority of your book, you will never touch that button, clients simply appear as the data that names them flows in.

The All Clients view

Opened from the All Clients tile or the "All Clients" entry point. It's a filterable, sortable list of every client on your book, in either a card grid or a table.

Filters: free-text search across client names; a type dropdown (only shows the types you actually have); a status dropdown (Active by default, or Archived, or All); a view toggle between Cards and Table. Filter state is saved to the URL, so a bookmarked or shared link reopens the same filtered view.

Sort options:

• Attention (the default). Ranks clients by how urgently they deserve your next look, not by size. It weighs a low collection rate most heavily, then a days-to-pay gap (compared against your peer cohort on that specific carrier when a benchmark is available, or against a flat internal threshold when it isn't), then an approval-rate gap versus peers, with a small bump for carriers or TPAs that have real job volume but no scorecard on file yet. Clients with fewer than a handful of jobs are left unscored, there isn't enough history yet to say anything meaningful about the relationship. Ties break on revenue collected.
• Revenue, total dollars collected, highest first.
• Total Jobs, most jobs first.
• Days to Pay, fastest-paying carriers first; clients with no payment data float to the bottom regardless of sort direction.
• Collection %, highest collection rate first.
• Recent Activity, most recently active client first.

Each card shows the client's name and logo, its type chip, a Network Preferred badge when your HQ has designated it, the research-freshness note when available, revenue collected, total jobs, days to pay, collection percentage, when the last job landed, and a scorecard-count pill when scorecards are on file. The table view shows the same fields as sortable columns.

Empty states. With zero clients on the whole book: "No clients yet. Send a carrier list, TPA scorecard, or job export to have the agent detect your client roster." With clients on the book but none matching your current filters: "No clients match your filters," with a one-click "Clear filters" action.

Opening a single client

Clicking any client card or tile opens that client's detail card, an overlay scoped to one relationship. It has up to eight tabs, though which ones carry real content depends on the client's type:

• Overview. Relationship facts: type, active jobs, total jobs, average cycle time in days, when the last job landed, and how many scorecards are on file. For carriers and TPAs, this is where the multi-criteria peer rating widget lives, part of the rating is scored automatically from your own job data (payment speed, supplement approval rate), part is a subjective 1–5 rating you set yourself on labeled criteria, so a "4" means the same thing across every operator rating that carrier. Private Pay and Commercial clients get a single overall satisfaction rating instead. Carrier and TPA cards also show a Contacts section here; private clients don't, they aren't catalog entities. Any open decisions tied to this specific client surface at the top, under "What To Act On."
• Performance. Your financial snapshot with this one client: billed, collected, outstanding (billed minus collected), collection rate, average days to pay, approval rate (approved dollars over estimated dollars), supplement win rate (approved dollars over submitted dollars), and, when a margin estimate exists, your estimated margin on jobs with this client.
• Pushback. The denial cut, carrier and TPA only. Leads with an "Approval Speed" comparison (how long this counterparty takes to approve your estimate so work can start, versus an anonymized peer cohort on the same carrier or TPA), then, for TPAs, the Program Rate comparison described above. Below that: your denial rate as a percentage of submitted supplement dollars, the dollars actually denied, the dollars submitted, a plain-language read on whether the pushback is light, moderate, or heavy, how you sit against the peer cohort on the same counterparty, a this-period-versus-the-period-before trend, and, when the network has enough named line-item data, which specific line items this carrier or TPA cuts most often and whether the network pays those same lines elsewhere (a citation you can use in an appeal).
• SLA & Programs. Cycle-time compliance graded against your own target or a peril-aware default, carrier and TPA relationships only.
• Jobs. Every job tied to this client, filterable by category and status, click-through to the full job record.
• Scorecards. Scorecard history and any tips Verinode has generated from it.
• Processes. The SOPs and process milestones you run with this specific client.
• Intelligence. Two clearly separated buckets: what your own data shows, and what the anonymized network shows about this same counterparty.

Every detail card has the same four actions available: Add Data (uploads or forwards get biased toward this client so a scorecard or job lands on the right relationship instead of creating a near-duplicate), a quick survey button, Export, and Archive (hides the client from your active list without deleting anything; restorable at any time).

Related reading

• Understanding your margin
• How benchmarks work
• Reading a benchmark
• The decision workspace
• Clients and carriers
• Forwarding documents
• Connecting your data