The Verisk + HOVER integration allows adjusters and restoration contractors to quickly estimate repair costs. With this new integration, HOVER property measurements, 3D models and digital sketches flow automatically from HOVER to Xactimate and XactAnalysis!

Most of the time, the integration is quick and seamless! However, we’ve compiled a short list of the most common troubleshooting scenarios for you to reference, should an issue arise.

Troubleshooting FAQs

Q: I can't see the "HOVER" drop-down options in XactAnalysis or Xactimate (X1, XOR, Mobile).

A: Verisk Support will need to troubleshoot to ensure the integration configuration is enabled properly.

Q: We expected a HOVER job to be created, but can’t see it in the HOVER mobile app.

A: HOVER Support will need to troubleshoot to ensure the integration configuration is enabled properly.

  • First, HOVER Support will check the integration configuration on HOVER’s end to ensure that the proper Account Number and all applicable Carrier IDs are entered.

  • Then, assuming the configuration is properly set up, it could be that the integration could not match users between the two systems. There may be a problem with the email address in the “Adjuster Email” field in XA or the “Claim Rep Contact Email” field in Xactimate:

    • Either the user does not exist in HOVER yet

    • The user is using different emails between Xact and HOVER

    • Or, there was a typo in their email on the field in XA or Xactimate when requesting HOVER.

      • Immediate solution: Any HOVER user in your account that has permissions of “Admin” or “Job Manager” can search for that claim (by address or by claim number) in the HOVER mobile app and proceed to capture photos of the property or reassign the HOVER job to the appropriate user to capture photos of the property.

      • If this is not your desired workflow and your organization wishes to prevent this behavior from happening again - we’ll work with you to ensure anyone receiving a HOVER job through this integration has a HOVER user account already, their emails match between Xact and HOVER, and there are no typos in the email on the field in XA or Xactimate when requesting HOVER data.

Q: We expected the HOVER sketch file to sync to Xactimate, but it’s not coming over.

A: HOVER Support will need to troubleshoot to ensure the integration configuration is enabled properly.

  • First, HOVER Support will check the integration configuration on HOVER’s end to ensure that the proper Account Number and all applicable Carrier IDs are entered.

  • Then, assuming the configuration is properly set up, it could be that the integration could not match the claims between the two systems. In order for this to work, the text in the “Claim Number” field in Xact and the “External ID” field in HOVER need to match, exactly. If these two values don’t match, the HOVER assets (measurements, sketch, photos) will not sync and will not pull into Xactimate.

    • NOTE: For insurance carriers in HOVER, this “External ID” field is always labeled as “Claim Number”, but for restoration contractors, this field may be labeled as “Lead Number” or something else entirely.

      • Immediate solution: Ensure the claim numbers match and retry. If there was a typo on the claim number field in Xact, that can be corrected before retrying. If the claim number is correct in Xact and needs to be updated in HOVER, the user can do that in either the mobile app or the web portal. Once the claim numbers match, the user will need to retry (click the “request data” button again).

      • If this is not the desired workflow for your organization (to rely on claim number matching) -we will work with you to ensure anyone using this integration in your organization uses HOVER jobs that were automatically created from this integration. Here, the Verisk + HOVER integration does not rely on the claim number matching, as it knows the proper record to send the data back to. The claim number matching only comes into play when the user is working with a HOVER job that was not created from this integration.

Q: I received a notification in Xactimate that my measurements are ready to import, but the import icon is missing.

A: There are a few solutions you can try, whether you’re using Xactimate Online (XOR) or X1. Check them out in this separate article.

Q: I received my sketch, but there’s a problem with the roof framing or with the roof labeling. How do I correct this?

A: If you need to adjust different roof facets in Xactimate so that they’re subgroups of a main roof, check out this article for more information.

Alternatively, If you need to separate the roof facets of a sketch, you can use the lasso tool to select the entire roof sketch, right click and choose Separate from the menu:


Contact Information for the HOVER and Verisk Support Teams

Verisk's support hours of operation are:

  • Monday - Friday 7:00 AM - 9:00 PM EST

  • Main Toll-Free #: 1-800-888-4476

HOVER's support hours of operation are:

  • Monday - Saturday 8:00 AM - 8:00 PM EST

  • Sunday 10:30 AM - 8:00 PM EST

  • HOVER can also be reached in the following ways:

    • Email: [email protected]

    • Phone: 1-844-754-6837

    • Live chat through web portal: click on the chat icon in the bottom right

    • Live chat through mobile app: tap settings, then "live chat with HOVER support"

Did this answer your question?