Agree the support.
Identify the matter, dealership case owner and decision maker. Agree the records to review, authorised communications, responsibilities and deliverables. Confirm how records may be shared and used before case work begins.
iClaims Australia / How it works
From scattered records
to an organised case.
Agree the support, build the factual record and keep the next action clear. Our Australian process focuses on the administrative work behind a customer matter and the information your dealership needs to manage it.
The working process
One matter.
Four practical stages.
Build the record.
Organise repair records, photographs, inspection findings, correspondence and costs. Create a dated chronology and identify the source of each item. Preserve originals and distinguish reported concerns, recorded findings, disputed points and missing information.
Assign the next action.
Give open actions a named owner and due date. Maintain authorised manufacturer or importer follow-up, recording what was requested, the response received and what still needs attention. Keep communication history with the matter.
Keep the case current.
Update the record as new information arrives. A completed request, a repair attempt and an unresolved customer concern remain distinct. Prepare a factual management or adviser handover when the matter needs review or escalation.
An illustrative Australian case
Follow the record.
Find the next step.
Follow a fictional inspection-report example through the records, evidence gap, authorised follow-up and handover. The steps illustrate the administrative approach.
Follow a fictional caravan customer matter from scattered records to a factual handover. This is an administrative case-preparation example, not a remedy decision or legal advice.
Four stages, from evidence to a human next step.
Step 1 / 4
Connect the repair visits.
- Source records
- Three example work orders, photographs and customer correspondence.
- What the example shows
- The records describe several visits, but the concerns, work performed and responses are scattered across different documents.
- Next action
- Index the sources and build a dated chronology while keeping original records intact.
- Responsible person
- iClaims case-support reviewer
Step 2 / 4
An email refers to an inspection.
- Source records
- The latest customer email and the indexed case records.
- What the example shows
- The email refers to a separate inspection report. That report is not in the example file, so the chronology cannot yet include its findings.
- Next action
- List the missing report and check whether later correspondence supplies it.
- Responsible person
- iClaims case-support reviewer
Step 3 / 4
Give the request an owner.
- Source records
- The evidence-gap list, authorised correspondence and action register.
- What the example shows
- The missing report needs a documented request, a responsible person and a follow-up date agreed with the dealership.
- Next action
- Arrange the dealer-authorised request and record the response when it arrives.
- Responsible person
- Dealer case lead, supported by iClaims
Step 4 / 4
Keep facts and decisions distinct.
- Source records
- The chronology, supporting records, communication history and outstanding actions.
- What the example shows
- Management or advisers receive a factual account, the supporting sources and the questions still open. An unresolved request stays visible.
- Next action
- Update the case record as evidence arrives. The dealer and qualified advisers retain remedy decisions and legal judgement.
- Responsible person
- Dealer management and advisers
The Australian AI-assisted workflow is in development. People review findings and carry out agreed administrative support.
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Useful outputs
Leave the next person
a usable record.
The agreed scope can include an evidence index, chronology, gaps list, action register, communication and cost record, and management or adviser pack.
Each should explain what happened, which sources support the account, what remains uncertain and who is expected to act. Costs stay connected to quotes, commitments, invoices and actual payments.
Our proprietary iClaims software integrates with our own AI. Its Australian workflow is in development and pilot discussion; read about the technology and human review.
Who decides
Administrative support.
Clear decision ownership.
iClaims organises records and coordinates agreed administrative follow-up. The dealer authorises communications and makes customer response, repair and remedy decisions. Legal advice and representation remain with qualified advisers. Australian services exclude warranty administration and carry no guaranteed dispute outcome.