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 (PRT) go?

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 account?

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 profile.

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 donan@donan.com.

Is my information secure?

Yes. This platform encrypts sensitive and confidential data and information, thereby vastly improving security.

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 preferences here. 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 donan@donan.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.