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Insurance

Keep requests, evidence and decisions connected through a claim

Claim handling brings together the policy, chronology, expert evidence, customer communications and the insurer's recorded reasons across assessment and repair.

Operating contextThe policy, Insurance Contracts Act, current General Insurance Code and AFCA complaint process

A property assessor using a moisture meter and tablet beside a home
05Claim decisions depend on policy conditions and evidence.

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 specimen

Nebula workspace

NebulaInsurance

Engagement

A major home claim after a severe weather event

The policy, Insurance Contracts Act, current General Insurance Code and AFCA complaint process

3 information requests need action.

Review

Where it stands

Claim assessment is active

Repair scope agreed

What needs you

3 requests

Expert evidence and customer response

Who is involved

Southern MutualInsurer
Harbourline RepairsRepairer

Engagement performance

Current delivery position
72/100

Service74

Repair61

Evidence82

Delivery items

Evidence, communication and repair delivery
7 claim actions

Expert causation report

Verified

Customer progress update

Active

Roof scope variation

Needs action

The engagement lifecycle

How the engagement moves through delivery

  1. 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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. For verified item events, Nebula applies its eligibility rules before it can record a reputation event in an organisation's service history.

    What stays connected

    Recorded outcome, completion evidence, warranty work, open position and eligible verified event.

One connected engagement

What Nebula keeps connected

  1. Connected record 01

    Decision

    Policy source, issue, evidence, recorded reasons and authorised decision.

  2. Connected record 02

    Service

    Requests, recorded answers, communication dates and open questions.

  3. Connected record 03

    Repair

    Accepted scope, recorded progress, variation, inspection and completion evidence.

  4. Connected record 04

    Review

    A dated engagement report drawn from the current delivery record.

Delivery trust

Keep eligible service events available for later review

For verified item events, Nebula applies its eligibility rules before it can record a reputation event in an organisation's service history. Authorised reviewers decide how that record informs claims oversight or provider selection.

See how record verification works

Start with the documents that define the work

Build the delivery plan and manage the work, or talk to us about a portfolio.

Get startedSee how Nebula runs an engagement