If the senders email address is not associated with that specific claim, it will go into the moderation queue. This prevents just 'anyone' from getting a claim email and pushing information into it. You can whitelist email addresses so that they clear into a claim automatically and/or add that user to the claim as a 3rd party vendor with the appropriate email address.

To edit your whitelist / blacklist:

1. Go to the Admin (gears) icon in the lower-left sidebar of ClaimWizard.
2. Select Email Archiving from the sidebar.
3. Enter in any email addresses you would like to white/blacklist.

If you do not see this icon, then you don't have security clearance to make this change.