Who is alerted at night or at the weekend?

The manager or managers you have designated as on call receive the alert. No contractor is notified without human approval, even in an emergency.

Does the tenant get instructions in the meantime?

Yes. The acknowledgement for an emergency includes the useful first steps for the type of problem, and says that the manager has been alerted.

Can the cases for two flats hit by the same incident be linked?

Yes. The cases are linked, appointments are coordinated between the tenants involved and the export for the insurer covers all of it.

Does Colively file the insurance claim?

Colively prepares the claim notification, and you are the one who opens it. When a report looks like an insurance matter, a claim is suggested in the case, on the right policy. If you confirm, the notification goes to the broker by email. There is no connection to insurer platforms, and the AI never rules on cover. The details are on the water damage and insurance claims page.

Emergencies

Sunday 22:07: "there is water coming through the ceiling".

An emergency is recognised on reading, not after three email forwards on Monday morning. Colively spots the urgency level in the message, opens the case at the top of the queue and alerts you. You decide, the on-call contractor is notified. Here is the work order for a Sunday evening.

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Ref.: UR-0902
Property: Rue Berckmans 71, 3rd floor
Opened: Sun. 22:07

01Report

The message is read at 22:07. The emergency is recognised at 22:07.

The tenant sends an email, with a video attached. Colively identifies an active leak, marks the case as urgent and sends it to the top of your queue. The tenant gets an acknowledgement and first-response instructions: turn off the water, protect the floor.

Urgency level detected on reading
Immediate alert to the on-call manager
First instructions sent to the tenant

EmailMr Costa, 3rd floor · 22:07

There is water coming through the bedroom ceiling, I think it's from the flat above. Video attached.

Extracted by Colively

Issue: Active leak from the 4th floor
Property: Berckmans 71, 3rd and 4th floor
Trade: Plumbing, emergency

URGENT

02Triage

You decide in two minutes, and two on-call contractors are notified.

The case suggests the contractors you have marked as on call, and shows the two flats involved. On a Sunday evening, you send to both: the first who can come tonight wins. The request goes out with the video, the floor and the 4th-floor tenant's number.

On-call contractors identified in your directory
Several contractors, the first available wins
Cases linked between the flats involved

Suggested on-call contractors

Urgence Plomberie 24Plumbing, on call · Label: weekend on-call
Dépannage Nuit BruxellesPlumbing, on call · Label: weekend on-call

Send to 2 contractors nowOne click, 22:14

SENT TO 2 CONTRACTORS

03Quote

The first to respond does the job. He quotes afterwards. Everything is written down.

Urgence Plomberie 24 responds at 22:21 and can come within the hour: you keep him, the other is notified. In an emergency, the quote comes after making things safe. The contractor records from his link what he did on site and what remains to be done, with an amount.

The first available retained in one click
Make-safe job recorded
Repair quote follows, in the same case

Urgence Plomberie 24

via WhatsApp link, Sun. 23:50

€480.00

Emergency call-out and water shut-off: €180.00
4th-floor connection repair, to schedule: €300.00

RETAINED

Other quotes received

Dépannage Nuit Bruxelles · replied 22:34, not available before Mon.

04Appointment

The repair is scheduled with both tenants.

For the permanent repair, both tenants involved give their slots. The contractor takes the one that suits both, or proposes another. The appointment is confirmed once both have approved.

Slots cross-matched between several tenants
Access codes attached to the appointment
Reminder the day before to all parties

Slots shared by the 3rd and 4th-floor tenants

Mon. 08:00 to 10:00
Mon. 14:00 to 16:00

No slot works? The contractor proposes another, both tenants confirm.

Confirmation sent to the 3rd and 4th-floor tenants Sun. 23:58

05Closure

The tenant confirms it is dry. The case does not drag on.

After the repair, the 3rd-floor tenant gets the confirmation request by email. He confirms, or reports a damp patch that will not go away. In that case, the case comes back to you.

Confirmation on the tenant's channel
Reopened in one reply
Full history for the insurer

EmailMr Costa, 3rd floor · Mon. 10:35

No more leak, the ceiling is drying. Thanks for reacting last night.

CONFIRMED

06Invoice

The invoice is filed. The insurance claim is open in the same case.

The invoice arrives through the same link and attaches to the case, with the Sunday-night video, the time of your decision and the job report. From the first report, Colively recognised water damage and suggested opening a claim on the owner's policy. You opened it: the claim notification goes to the broker by email. The make-safe and the leak repair are done. Restoring the ceiling waits for the insurer's go-ahead.

Claim suggested by Colively, opened by you
Claim notification sent to the broker by email
Restoration after the insurer's go-ahead

F-2026-0350Urgence Plomberie 24

€480.00

Make-safe, Sun.: €180.00
Repair, Mon.: €300.00

Attached to case UR-0902PDF export of the case

CLOSED. Case archived. Every message, file, quote and decision is kept.

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Frequently asked questions

On reading the message: the nature of the problem (active leak, no heating in winter, door that no longer locks), the words used, attached photos or videos. The suggested level is shown in the case and you can correct it in one click.

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