Frequently Asked Questions
Donan’s Customer Portal is an online
interface for project submission, tracking, and report &
invoice delivery. Every Donan client is invited to use the
Customer Portal—registration is easy, secure and offers many
benefits. When signed in, clients can submit new projects and see
a wealth of information about both active and completed projects.
What is the Customer Portal?
The Customer Portal is Donan’s
online project management tool that allows you to sign in to
submit new projects, track the progress of ongoing projects,
reference past projects and receive and review project documents.
Where did the Project Reporting Tool
Donan’s Customer Portal is
part of the Salesforce Communities platform and has replaced
Donan’s PRT as the new customer interface for project management.
We made this transition in order to increase functionality,
enhance site security, and lay the groundwork for a more
customizable user experience.
Are my username and password the same?
No, your username and password are not the same. Your username is
now the email address you used to register through the PRT. This
is most likely your company email address. When the Customer
Portal goes live on February 21, 2016, you will receive an email
inviting you to set up your account. If you did not use the PRT,
you can register for a new Customer Portal account here
What if I forget my password?
You can reset your password by
clicking on the Forgot Password link on the Sign In page. You
will be prompted to enter your email address and then answer your
security question. If you answer it correctly, you will receive
an email with instructions on how to reset your password.
How do I get to the Customer Portal?
You can access the Customer Portal at any time by clicking
“SUBMIT A PROJECT” anywhere on donan.com. This will take you to
the Customer Portal home page. You can also access the Customer
Portal directly at donan.com/portal
How do I sign up for a Customer Portal
You can sign up for a Customer Portal account here
. This page can also be accessed by clicking “Register” from the
Customer Portal home page. Once you complete the online
registration form, you are automatically signed in to your
account and can submit a new project. Our two-step registration
process requires us to confirm your account once you have
registered; within one business day your account will be
confirmed and you can enjoy full access to the Customer Portal.
Can I submit a project through the
Customer Portal without registering?
Yes, you can submit a project
as a guest by clicking on “Submit Project As Guest” from the
Customer Portal home page. We highly recommend registering to
maximize the Customer Portal user experience.
Why should I sign up for a Customer
Portal account if I can submit as a guest?
Once you complete
registration, you will no longer have to re-enter your contact
information when you submit projects. Upon log in, the system
will know who you are and auto-populate the contact information
you provided when you registered. Creating an account will also
allow you to review the status of projects and see information
from completed projects, as well as access important project
documents, such as reports and invoices. This functionality is
not available when you submit as a guest.
I don’t see a place to edit my
In our first iteration of the
Customer Portal, you are not able to edit your profile
information. However, you can always update your contact
information or preferences when you submit a new project, or by
contacting our client services department. The user profile
functionality will be restored in a future version.
Once I have a verified Customer Portal
account, what will I be able to access?
When you sign in to the Customer Portal you will see options to
view ACTIVE Projects as well as ALL Projects. Information
available in the MY PROJECTS dashboard includes:
- Claim Number
- Insured Name
- Loss Location
- Date of Loss
- Project Start Date
- Project Manager Name
- Project Stage
To view all project details, click on the claim number. This view
provides even more detail, including project activity and project
manager contact information.
I see several different statuses
listed for my active projects. Can you define each status?
- Initiation: Your project has
been received, processed, and assigned to a project manager.
- Scheduling: The project
manager is working with the designated contact to set up a date
and time for the on-site inspection.
- Site Study: The project is in
this stage once the on-site inspection date has been scheduled,
but prior to the inspection completion.
- Report Creation: The on-site
inspection is complete and your project manager is generating a
report, when applicable.
- Complete: All requested work
on the project is complete and any project documents have been
delivered according to your preference.
- Cancelled: Per your request,
Donan ceased work on this project. You can cancel projects
directly from the Customer Portal by clicking on “Cancel” to the
far right from the My Projects view. This option is only
available in the Initiation and Scheduling stages. Please note
that cancelled projects may incur time and expense.
- On Hold: Indicates that
project work has been delayed. This could be due to a number of
factors such as weather delays or client/insured requests to
delay the inspection. You will be notified when your project is
moved to this status.
How will I be notified when I have a
new completed project available through the Customer Portal?
Once a project is completed,
you will receive a notification that there is a new project
available for your review. If you have requested to receive the
project documents through another means such as email, they will
also be delivered according to your specified preferences.
Am I able to upload documents when I
submit a new project?
Yes! At this time, you can
upload pdf files up to 20 MB. You will have the option to upload
files once you review the project summary and click submit. When
you browse files on your computer, only pdfs will appear in order
to prevent you from uploading unsupported file types. There are
resources available on the web that will instruct you on how to
convert a file to a pdf. This functionality is not currently
available in Internet Explorer (IE). IE users can submit project
documents via email to firstname.lastname@example.org.
Is my information secure?
Yes. This platform encrypts
sensitive and confidential data and information, thereby vastly
I don’t want to receive so many
notifications. Can I update my preferences?
Yes. If you wish to opt out of project notifications, please manage your
. Please note that the Project Acknowledgement
and Project Complete notifications are required.
I’m experiencing technical issues or
have questions the FAQ did not address. What should I do?
Contact us for assistance; we’re happy to help! Email issues or
questions to email@example.com
You will receive a response within one business day. Between 8 am
and 8 pm (EST) you can speak with someone by calling client
services at 800-482-5611.