Insurance
Keep the request, the evidence and the decision together through the claim
A claim has to carry the policy, the chronology, the expert evidence, the customer correspondence and the insurer's recorded reasons through assessment and repair.
The agreement and rules behind the work
The policy, Insurance Contracts Act, current General Insurance Code and AFCA complaint process
Illustrative engagement
A major home claim after a severe weather event
An insurer uses Nebula to keep evidence, expert reports, customer updates and repair work together. Claim decisions and reasons remain with its authorised decision-makers.
- Policy
- Relevant conditions, claimed event and decision responsibilities
- Service
- Information requests, updates, decisions and complaint responses
- Repair
- Agreed scope, milestones, variations, inspections and completion
- Review
- Reasons, evidence, communication history and dispute pathway
Product example
Nebula workspace
Project
A major home claim after a severe weather event
The policy, Insurance Contracts Act, current General Insurance Code and AFCA complaint process3 information requests need action.
ReviewWhere it stands
Claim assessment is active
Repair scope agreedWhat needs you
Your decision3 requests
Expert evidence and customer responseWho is involved
Delivery position
Current delivery positionDelivery items
Evidence, communication and repair deliveryExpert causation report
VerifiedCustomer progress update
ActiveRoof scope variation
Needs actionThe engagement lifecycle
How Nebula carries this work through delivery
01
Open
Record what must be decided
The team can record the policy reference, claim details, relevant conditions, service commitments and decision responsibilities as delivery items. Recorded questions remain visible for the insurer's coverage decision.
What stays connected
Policy source, issue, recorded decision responsibility, information need and service date.
02
Gather
Record each information request
A question records what is needed and can include an answer-by date. Evidence and workspace entries remain linked to the delivery item they support.
What stays connected
Question, answer-by date, recorded answer, evidence and open state.
03
Assess
Record the section 54 material
If section 54 is relevant, the term, chronology, causation material and claimed prejudice can be recorded in linked delivery items, evidence and workspace entries. The insurer's authorised decision-maker assesses the issue and records the reasons.
What stays connected
Condition, chronology, expert evidence, legal issue, recorded reasons and decision.
04
Repair
Record the accepted scope and repair work
The team can record repair milestones, customer access, builder evidence, inspections and variations against the accepted scope. Milestone dates and decisions that remain open are visible in the delivery record.
What stays connected
Scope item, milestone date, evidence, approval, variation and recorded status.
05
Resolve
Connect complaint records
When a complaint is recorded as delivery work, its issue, decision, reasons, evidence, communications and resolution history remain connected. Authorised teams can prepare a current engagement report from the recorded delivery position.
What stays connected
Recorded complaint issue, reasons, evidence, communications and resolution history.
06
Close
Record the outcome and continuing work
The team can record settlement or repair completion, final communications and warranty work alongside any position that remains open. Verified work counts in an organisation's service history only when two separate organisations are party to it.
What stays connected
Recorded outcome, completion evidence, warranty work, open position and what was verified.
One connected engagement
What Nebula keeps connected as work changes
Decision
Policy source, issue, evidence, recorded reasons and authorised decision.
Service
Requests, recorded answers, communication dates and open questions.
Repair
Accepted scope, recorded progress, variation, inspection and completion evidence.
Review
A dated engagement report and an insurance pack summarising the current delivery record, parties, item states, active packs and available proof references.
Delivery trust
Keep service history available for later review
Verified work counts in an organisation's service history only when two separate organisations are party to it. Authorised reviewers decide how that record informs claims oversight or provider selection.
See how record verification worksUse Nebula to carry this work through close-out
Nebula reads the documents that define the work into a delivery plan, carries approved changes and evidence forward, and prepares reports and handovers. Your people decide what is accepted and what happens next.
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