Skillforce

AI Warranty Claims Administrator · Australia

The repair closed on Tuesday. The claim window closed on Friday.

Iris prepares the claim pack and runs the lodgement clock—your service manager approves every claim and lodges it in the manufacturer's portal.

Book the Warranty Claims Load Audit Read the job boundaries
  • Human approval
  • Read-only access
  • Your manager lodges every claim
WORKER / CLAIMS-01 AVAILABLE FOR AUDIT
Warranty & after-sales claims administrator

Iris

Claims-desk capacity for the manager who approves every claim, lodges every claim and decides what is covered.

ON IRIS'S SHIFT
07:30

Refresh the deadline register; list every claim whose window closes today

CHECK
11:00

Assemble claim packs from completed repairs and check them against the manufacturer's requirements

APPROVE
14:00

Rework documentation rejections and requeue them for your approval

APPROVE
16:45

Summarise open claims, ageing and anything an eligibility question has stopped

HANDOFF
MODE HUMAN APPROVALENTITLEMENT ESCALATE

[ RECOGNISE THE CLOCK? ]

The window closes on its own.
The money stops being recoverable.

Iris is built for the paperwork clock behind warranty recovery—assembling the claim pack, checking it against the manufacturer's own requirements, and keeping every open claim visible against its deadline. Whether a claim is covered is never her call, and she never lodges it.

Industry-body review finding, not a Skillforce promise: the AADA-commissioned Buchan Review, published July 2026, reports six-to-eight-week delays in processing consumer defect claims, and its trade coverage records one dealer describing a manufacturer system that allows two weeks from completion of repair to lodge a claim and locks the dealer out automatically once the window closes. Iris works inside that window; your own claim data is the only measure here.

01

Claim evidence packs

Assemble the job card, fault description, diagnostic evidence, parts and labour lines, photos, serial or VIN and service history into one pack.

02

Completeness checking

Check every pack against that manufacturer's own documented requirements before it reaches your approver.

03

The lodgement clock

Keep a deadline register for every open repair against each manufacturer's submission window, and surface what closes today.

04

Claims register

Track lodged, pending, approved, rejected, resubmitted and paid status with ageing, so no claim goes quiet.

05

Rejection rework

Read the manufacturer's stated rejection reason and assemble the documentation that reason calls for.

06

Weekly decision list

Deliver the open-claims summary and the short list of items that need your manager's decision.

[ START WITH ONE MANUFACTURER ]

Choose one claims workflow.
Define what “done” means.

Iris does not take over the warranty desk. Start with one franchise or supplier, one named approver and one visible completion state.

WORKFLOW / 01PACKS & DEADLINES

Claim packs and the lodgement clock

Assemble each claim pack from the completed repair record, check it against the manufacturer's requirements and keep every window visible before it closes.

START
Your completed repair records and that manufacturer's claim requirements
DONE
Pack complete and queued for your manager to approve and lodge
HUMAN
Every lodgement
WORKFLOW / 02REJECTIONS & REWORK

Documentation rework and resubmission

Read the stated rejection reason, assemble the documentation it calls for and requeue the claim—eligibility rejections go straight to you instead.

START
The manufacturer's rejection reason and the original pack
DONE
Corrected pack queued for your approval, or escalated to you
HUMAN
Every resubmission
WORKFLOW / 03REGISTER & AGEING

Claims register and reporting

Keep the claims register current with ageing and status, and deliver the weekly open-claims summary and decision list to your manager.

START
Your existing register or your job-system export
DONE
Register current, ageing visible, decision list delivered
HUMAN
Every customer-facing status message

Connects read-only to Microsoft 365 or Google Workspace (Excel, Sheets, Word, Docs, Drive), email, and export or report files from your DMS or job system. Manufacturer warranty portals are closed, credentialed systems, so Iris works deliverable-first: she assembles and checks the pack, and your own warranty or service manager lodges it in the portal. Iris is never given manufacturer portal access, and no claim, resubmission or customer message is sent without your approval.

A managed system, not a rotating seat: audited approval boundaries and no seat handover to manage. Iris works upstream—the claim your business lodges with a manufacturer or supplier to recover cost. She does not prepare the handover or warranty pack you give your own customer at completion, and she stops the moment a claim is approved and posts to your ledger; chasing money already owed to you is a different job.

[ A JOB DESCRIPTION, NOT A PROMPT ]

What Iris can own.
What Iris must hand back.

Draft-and-approve, always. Iris prepares; your manager approves and lodges. Whether a claim is warrantable is your call and your manufacturer's—never ours.

GREEN

Administrative work

Configured, tested and measured within one bounded workflow.

  • Assemble the claim evidence pack from the completed repair record—job card, fault description, diagnostic evidence, parts and labour lines, photos, serial or VIN, purchase and in-service dates, service history
  • Check every pack for completeness against that manufacturer's own documented requirements before it reaches your approver
  • Maintain the lodgement-deadline register for every open repair against each manufacturer's submission window
  • Surface each morning the claims whose window closes today
  • Keep the claims register current—lodged, pending, approved, rejected, resubmitted, paid—with ageing
  • Read a manufacturer's stated rejection reason and assemble the documentation that reason calls for
  • Track the status of your own open claims from your team's portal exports and correspondence
  • Draft customer status updates on where a warranty repair stands, for your manager's approval
  • Produce registers, ageing summaries and reconciliation reports (Excel, Sheets, Word, Docs)
AMBER

Human approval

Prepared by Iris; approved and lodged by your warranty or service manager.

  • Any claim lodgement — Iris prepares the pack, your manager lodges it
  • Any resubmission after a rejection
  • Any customer-facing status message before it is sent
  • New or ambiguous claim situations
  • Changes to your approved manufacturer checklists, wording or escalation rules
RED

Human only

Outside the worker's authority by design.

  • Entitlement determination — whether a consumer guarantee has been met, whether a defect is major or minor, or which remedy is owed
  • Technical or diagnostic judgement — whether a fault is warrantable, what caused it, or what the correct repair is
  • Dispute, tribunal or legal conduct — no argument on eligibility grounds, no dispute-resolution position, no tribunal material
  • Insurance claims of any kind — outside this job entirely
  • Pricing, goodwill or credit authority — rates, goodwill offers, credit notes or write-offs
  • Ledger write-back or debt collection — Iris is read-only to your accounting system, and an approved claim that posts to your ledger leaves her queue
  • Customer handover or completion packs — the paperwork you give your own customer at completion is a different job, downstream of this one
  • Any submission to a manufacturer, supplier or customer — Iris holds no manufacturer portal access and lodges nothing

[ MINIMUM ACCESS BEFORE AUTOMATION ]

Your claim file is not a demo input.

The load audit starts with your claim volumes, your manufacturers' requirement checklists and your rejection-reason history—not customer names, VINs or a financial export. Live access follows a written map of purpose, minimum fields, human approval, retention and escalation.

Iris reads your repair records, registers and templates through read-only connections. She is never given manufacturer portal credentials. Your manager approves every claim, lodges every claim, and receives every escalation.

  1. 01

    Audit without identities

    Bring claim volumes, manufacturer requirement checklists, rejection-reason lists and your current register. Remove customer names, VINs, serial numbers, addresses and banking data.

  2. 02

    Map minimum access

    Consider only the folders, exports, templates and report formats the approved workflow requires. No manufacturer portal credentials are requested or created.

  3. 03

    Test synthetic cases

    Cover a complete pack, an incomplete pack, a documentation rejection and an eligibility rejection with invented examples—so the boundary is proven before any real claim.

  4. 04

    Name the human owner

    Your warranty or service manager approves every claim, performs every lodgement, and receives every escalation.

[ AN OPERATING SPECIFICATION ]

The paperwork is visible.
The decisions stay human.

Turnaround is set during onboarding to match your service department's hours and each manufacturer's submission window. Start with one franchise or supplier—packs and deadlines, rejection rework, or the register and reporting—and widen only after the pilot evidence supports it. Anything touching entitlement, technical judgement, a dispute, pricing or an insurance matter is flagged when logged and never waits in the standard queue.

Claim packs
Assembled and completeness-checked against each manufacturer's own requirements
Lodgement clock
Every open repair against its window; today's closing claims surfaced each morning
Claims register
Lodged, pending, approved, rejected, resubmitted and paid status, with ageing
Rejection rework
Documentation rejections reworked and requeued for your approval
Your baseline
On-time lodgement and first-pass approval, measured against your own figures
CONTROL / 01APPROVAL

No silent lodgements

Iris holds no manufacturer portal access. Every claim pack, resubmission and customer message stays in draft until your manager approves it and lodges it.

CONTROL / 02ENTITLEMENT

No judgement from Iris

Whether a claim is covered, whether a defect is major or minor and which remedy is owed stay with you and your manufacturer. Anything touching them escalates immediately.

CONTROL / 03REJECTIONS

Documentation is reworkable. Eligibility is not.

A rejection citing missing or incorrect documentation is reworked and requeued for your approval. A rejection citing eligibility goes straight to your manager and is never argued by Iris.

CONTROL / 04MEASUREMENT

Use your own numbers

Track on-time lodgement, first-pass approval, rejection-rework turnaround, open-claim ageing and claims-admin hours returned against your own baseline—never a promised figure.

Capacity is scoped per workflow during onboarding against your own observed claim volume, not sold as a flat seat. Iris's queue is sized to the pack, register and rework volumes agreed in the load audit. If volume grows past that load, the scope is reviewed before expansion.

[ FREE WARRANTY CLAIMS LOAD AUDIT ]

Measure your own claims workload.

Bring your claim volumes, your manufacturers' requirement checklists and your rejection history. Map the hours exposure, the approval boundary and one workflow worth testing.

Book the Warranty Claims Load Audit No customer names, VINs or financial export required.

[ FROM LOAD AUDIT TO CONTROLLED WORK ]

One manufacturer.
Proof before expansion.

STEP 1

Free load audit

Use your own claim volumes, rejection history and deadline pressure to baseline the workload and choose one franchise or supplier. No customer names, VINs or financial data are required.

STEP 2

Map minimum access

Define the folders, exports, checklists and report formats Iris needs, plus your manager's approval rules. No portal credentials are created.

STEP 3

Test synthetic cases

Exercise a complete pack, an incomplete pack, a documentation rejection and an eligibility rejection with invented examples.

STEP 4

Run one workflow

Start in approval mode. The first useful pack batch is ready after synthetic-case testing passes and your manager is confirmed as approver; exact timing is set during the load audit.

[ BEFORE THE AUDIT ]

Questions a careful aftersales manager should ask.

Does Iris decide whether a claim is covered?

No. Whether a consumer guarantee has been met, whether a defect is major or minor and which remedy is owed are decisions for you and your manufacturer. Iris assembles the documentation and checks it is complete.

Does Iris lodge claims in our manufacturer's portal?

No. Iris is never given manufacturer portal access. She prepares and completeness-checks the pack; your warranty or service manager performs every lodgement and approves it.

What happens when a claim is rejected?

It depends on the reason the manufacturer gives. A rejection citing missing or incorrect documentation is reworked and requeued for your approval. A rejection citing eligibility goes straight to your manager and is never argued by Iris.

Can Iris appeal a claim or prepare tribunal material?

No. Dispute conduct, eligibility argument, dispute-resolution positions and tribunal material are outside this job entirely.

Does Iris handle insurance claims?

No. Insurance claims are outside this job. Iris works only on claims your business makes to a manufacturer or supplier under warranty.

Does Iris touch our accounts or chase money owed to us?

No. Iris is read-only to your accounting system and makes no ledger entries. Once a claim is approved and posts to your ledger it leaves her queue—chasing money already owed to you is a different job.

How is this different from the handover packs our office already prepares?

Direction and counterparty. Handover and completion packs go downstream to your own customer. Iris works upstream: the claim your business lodges with a manufacturer or supplier to recover cost, against that manufacturer's deadline.

Does the load audit need customer or vehicle data?

No. Start with claim volumes, manufacturer requirement checklists and rejection history. Remove customer names, VINs, serial numbers, addresses and banking data.

What result do we measure?

Track on-time lodgement, first-pass approval rate, rejection-rework turnaround, open-claim ageing and claims-admin hours returned against your own baseline. Your manufacturer's own portal keeps the score.

[ START WITH YOUR OWN BASELINE ]

Bring the paperwork.
Keep the decisions.

Map one approval-ready claims workflow and test whether careful claims administration keeps every window met without a new hire.

Book the Warranty Claims Load Audit No generic sales demo · Direct with the founder