Verisk Xactimate Integration FAQs for End Users

How do I import a TruePlan™ in Xactimate?

Click here if you are using Xactimate Desktop.

Click here if you are using Xactimate Online.

I’ve sent a request for a TruePlan™ in Xactimate, but the file didn’t appear for import

You need to check your email for a response from Matterport. If we can’t deliver TruePlan™ to Xactimate immediately, we send instructions to the email address provided in the request, and to the account owner’s email.

Here are the reasons why it could happen.

TruePlan™ didn’t appear for import, and I didn’t receive an email from Matterport

If the file didn’t appear for import for any of the reasons, we send instructions to the email provided in the request we have received. Check your Spam folder, and if nothing is there, contact Support.

File didn’t appear for import, and I received an email from Matterport. What does it mean?

Email says ‘Matterport account not found’

If we were not able to match the Matterport account to Xactnet ID that we received in the request from your Xactimate account, we will send an email saying that your Matterport account was not found.

You need to verify that you have the correct Xactnet ID in Verisk Xactimate integration  settings in your Matterport account.

It is also possible that Verisk Xactimate integration is not enabled in your Matterport account. Follow the instructions to turn on Verisk Xactimate Integration, if needed, and enter correct Xactnet ID.

Email says ‘Claim match assistance needed’

It means that we either didn’t find a space in your Matterport account for the property you provided in your request, or we found more than one space. We need your assistance to select the corresponding space in your Matterport account. 

Follow the instructions in the email to select the correct space.

After this, if there is a TruePlan™ in your Matterport account already, we will send it to your Xactimate account for import.

If there is no file yet, and auto-ordering is enabled, we will order the file automatically, and inform you when it is ready for import.

If auto-ordering is disabled for your account, an Admin on your Matterport account will need to approve TruePlan™ order manually.

Email says ‘TruePlan™ order approval needed’

If TruePlan™ automatic ordering is not enabled for your account, and the file was not ordered for your requested property previously, we will need an Admin on your Matterport account to manually approve the order. Follow the instructions in the email to order TruePlan™.

Once approved, we will send you an email once TruePlan™ is ready. It will appear for import in your Xactimate account.

Email says ‘TruePlan™ order processing’

It means that we are processing your TruePlan™ order for the requested property address and/or claim no. We will send you an additional email once it is delivered to your Xactimate account.

Email says ‘Assets delivered to Xactimate’

It means that the TruePlan™ is ready and has been delivered into your Xactimate account. It will appear for import under the property it was requested for.

Email says ‘Delivery to Xactimate unsuccessful’

If we can’t deliver a TruePlan™ to your Xactimate account, we will send you an email stating that delivery to Xactimate was unsuccessful. It could happen because of the model size, or because the space was scanned with incompatible device. Contact support to find out more.

Have more questions? Submit a request