Insurance
Turn a claim into a governed chain of requests, evidence and decisions.
A fair decision depends on the policy, chronology, expert evidence, customer communication and legal constraints remaining connected across the claim and repair journey.
Operating contextThe policy, Insurance Contracts Act, Code obligations and AFCA review
Illustrative engagement
A major home claim after a severe weather event
An insurer manages evidence, expert reports, customer updates and an agreed repair scope while keeping the authorised claims decision with its reasons.
- 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 proof
Nebula workspace
Engagement
A major home claim after a severe weather event
The policy, Insurance Contracts Act, Code obligations and AFCA review3 information requests need action.
ReviewWhere it stands
Claim assessment is active
Repair scope agreedWhat needs you
3 requests
Expert evidence and customer responseWho is involved
Engagement performance
Current delivery positionDelivery items
Evidence, communication and repair deliveryExpert causation report
VerifiedCustomer progress update
ActiveRoof scope variation
Needs actionThe engagement lifecycle
How the engagement moves through delivery.
01
Open
Record what must be decided
The policy, claim details, relevant conditions, service commitments and decision owners are structured for human review. Nebula flags uncertainty for the authorised coverage decision.
What stays connected
Policy source, issue, decision owner, information need and service date.
02
Gather
Make each information request accountable
Requests identify what is needed, who should respond and when. Photographs, expert reports and correspondence stay linked to the issue they address.
What stays connected
Request, responsible party, answer date, evidence and unanswered question.
03
Assess
Keep the legal test with the evidence
If section 54 may apply, the relevant term, chronology, causation material and claimed prejudice are assembled for an authorised claims professional to assess and explain.
What stays connected
Condition, chronology, expert evidence, legal issue, reasons and authorised decision.
04
Repair
Run the agreed scope through completion
Repair milestones, customer access, builder evidence, inspections and variations are managed against the accepted scope. Delay and unanswered decisions remain visible before the work stalls.
What stays connected
Scope item, milestone, evidence, approval, variation and delay risk.
05
Resolve
Preserve a reviewable complaint record
A complaint retains the decision, reasons, evidence relied upon, customer communications and attempted resolution. The file remains coherent if it proceeds to external review.
What stays connected
Complaint issue, reasons, evidence, response and resolution history.
06
Close
Close the claim and continuing duties
Settlement or repair completion, final communications, warranty work and unresolved issues are closed explicitly. Organisational service events contribute to reputation only when eligible and independently supported.
What stays connected
Outcome, completion evidence, remaining warranty duty and eligible verified event.
One connected engagement
What Nebula keeps connected.
Connected record 01
Decision
Policy source, issue, evidence, reasons and authorised claims outcome.
Connected record 02
Service
Requests, responses, communication dates and unresolved customer needs.
Connected record 03
Repair
Accepted scope, progress, variation, inspection and completion evidence.
Connected record 04
Review
A dated file prepared for internal dispute resolution or AFCA.
Delivery trust
Reward accountable claims and repair organisations
Verified timeliness, communication and repair delivery improve provider selection and oversight. Organisational providers build a service record through eligible verified events, keeping reputation tied to evidenced delivery.
See how record verification worksStart with the documents that define the work.
Build the delivery plan and manage the work, or talk to us about a portfolio.