Xactimate Customer Service Phone Number — Complete Guide for Claims Professionals

Overview: Who Provides Xactimate Support and When to Use Phone Assistance

Xactimate is the estimating platform produced by Xactware Solutions (a Verisk company) and is the industry standard for property claims estimating in the United States, Canada, and multiple international markets. Xactimate support covers account management, subscription and licensing questions, software installation, training and certification, claim file issues, price lists and line-items, and technical troubleshooting for the desktop, web, and mobile (Xactimate Mobile) apps.

Phone support is typically used for time-sensitive issues that block production: login and license activation failures, corrupted Xactimate (.X1) files, urgent estimate delivery problems, or incidents during catastrophic events where claims volume spikes. For routine questions (how-to, training, documentation) the support portal and knowledge base often deliver faster, trackable results.

How to Locate the Official Xactimate Customer Service Phone Number

Xactware maintains regional and purpose-specific contact methods rather than publishing a single universal “one-size-fits-all” phone number. The authoritative place to find the current customer service phone number for your country and account type is the Xactware Support Contact page: https://support.xactware.com/contact. That page will show phone numbers, live-chat links, and business hours for United States/Canada and for international offices when available.

If you are an enterprise account (insurer, large restoration contractor) your organization’s Xactware account administrator often has a dedicated technical account manager or a direct escalation telephone line. If you purchased through a reseller, the reseller’s support channel can be the first line; for licensing or platform defects the call will be routed to Xactware’s Customer Care team via the contact page referenced above.

Step-by-step: Best Way to Reach Xactimate Support Quickly

• Log into the Xactimate portal at https://xactimate.xactware.com — the “Help / Contact Support” link in the user menu shows phone/contact options specific to your subscription and time zone.
• Use the support portal (https://support.xactware.com) to open a ticket first; tickets include logs and attachment fields which significantly speed troubleshooting when you subsequently call by phone.
• Call the phone number shown on the contact page during published hours. If your issue is time-critical (e.g., catastrophe event), state “CATLOSS / Emergency” and your account/producer ID to request priority handling or escalation to a customer advocate.

What to Have Ready Before You Call

• Account identifiers: Xactimate username (email), company name, and producer or account ID—these allow the agent to pull account history and license records immediately.
• Technical details: Xactimate build version (displayed in About), operating system/version, device type (Windows 10/11, macOS, iOS/Android), and whether you’re using Xactimate Desktop, Xactimate Web, or Xactimate Mobile. Include screenshots or error text verbatim (error codes are often numeric, e.g., E-XXXXX).
• File/sample evidence: Attach a small, representative .X1 or exported PDF estimate when you open a ticket; if you must call first, tell the agent you will upload the file to the ticket and give them the ticket number for faster handoff.

Typical Response Times, Support Hours, and Escalation Paths

Standard business-hours phone support for Xactimate in the U.S./Canada is generally Monday–Friday, local business hours; exact times are listed on the support contact page. For urgent issues during catastrophic events, Xactware often supplements phone response with extended hours hub coverage. When you open a ticket via the portal, expect an initial acknowledgement within 30–90 minutes during business hours for critical-severity issues and within 24–48 hours for lower-severity items.

Escalation paths typically follow: Customer Care agent → Technical Support specialist → Product Engineering or QA. For enterprise customers, there is often an additional layer: Technical Account Manager (TAM) → Director-level escalation. When calling, ask for the ticket/incident number, the agent’s name, and the expected SLA for resolution so you have measurable follow-up metrics.

Costs, Licensing, and When Phone Support Is Included

Phone support availability depends on your subscription tier. As of recent Xactimate pricing models, core Xactimate subscriptions include access to the support portal and basic phone support for account/licensing issues; premium or enterprise plans include higher-priority phone support, onboarding assistance, and training credits. Typical standalone Xactimate subscription pricing (for context) in recent years ranged from approximately $60–$150 per month depending on features and whether you buy online or through an enterprise contract—confirm current pricing at https://www.xactware.com/pricing.

If your organization buys a multi-seat license or enterprise plan, confirm whether phone support, training sessions, and onsite consulting hours are included in the contract. For billing disputes or contract changes, call the account management number shown on the support/contact page and reference your contract ID and renewal date to speed the conversation.

Practical Tips: Phone Etiquette, Follow-up, and Avoiding Common Delays

When you call, clearly state: (1) the business impact (e.g., “I cannot open estimates for 12 adjusters”), (2) the exact error text and time when problem began, and (3) what troubleshooting steps you’ve already tried. This prevents repeated basic triage steps and shortens average handle time. Ask the agent for the escalation level and an expected next-contact time (e.g., “I expect a response within 4 business hours”).

Always obtain the ticket/incident number and the agent’s name and log these in your internal claim notes. If you are in a catastrophic event, request confirmation that your incident is flagged as high-priority. After closure, keep the final support ticket and any diagnostic logs for 90 days—those materials are often required for audit or insurer post-loss analyses.