Workflow builder

Claim stages & transition rules — configuration, not code.

Claim pipeline — 9 stages

Drag to reorder. Each stage defines its entry rules and on-entry actions.

FNOL

Entry: manual · portal · partner APIAuto-assign handler

Triage

Requires: liability indicatorSLA 4h

Financial Assessment

Reserve setEngineer instructed

Live Claim

Liability admitted OR disputedHire authorised

Outstanding Docs

Chase timer 7dBlocks advance until pack complete

Payment Pack Review

Senior sign-off > £10kPack cover letter

Sent to Third Party

21-day response timerAuto-escalate on silence

Pre-Litigation

Protocol response overdueCounsel review

Live Litigation

Claim issued at courtSolicitor assigned

Transition rule

Unpublished draft

Outstanding Docs Payment Pack Review

Conditions

When documents.requiredall received

And senior_review.requiredisfalse Or reviewer.approvedistrue

And reserve.total<=£25,000

Actions on transition

Notify assigned handlerIn-app + email to file owner

Generate pack cover letterTemplate: payment_pack_v3

Start 21-day response timerEscalates to Pre-Litigation on expiry

Stored config JSON

{
  "id": "outstanding_docs__payment_pack_review",
  "from": "outstanding_docs",
  "to": "payment_pack_review",
  "conditions": {
    "all": [
      { "field": "documents.required", "op": "all_received" },
      { "any": [
        { "field": "senior_review.required", "eq": false },
        { "field": "reviewer.approved", "eq": true }
      ] },
      { "field": "reserve.total", "lte": 25000 }
    ]
  },
  "actions": [
    { "type": "notify", "target": "assigned_handler" },
    { "type": "generate_document", "template": "payment_pack_v3" },
    { "type": "start_timer", "days": 21, "on_expiry": "pre_litigation" }
  ],
  "override": { "allowed_roles": ["senior_reviewer", "admin"], "reason_required": true }
}

Role capability matrix

Who can do what across the platform. Changes are versioned and audited.

Role	Edit claims	Advance stage	Override rules	Manage fleet	Generate docs	View analytics	Manage workflow
CH Claims Handler Day-to-day file owner			—	—			—
SR Senior Reviewer Sign-off & overrides				—			—
AD Admin Full platform control
RA Rental Agent Fleet & hire desk	—	—	—			—	—
PT Partner Referral partner portal	—	—	—	—	—	—	—

Allowed —Denied Partner access is read-only and scoped to their own referred claims.

Append-only · retained per GDPR policy (7 years) · entries cannot be edited or deleted.

All events Transitions Overrides Documents Auth

Timestamp	Actor	Action	Entity	Detail
25 Jul 09:52:14	DRDanielle Reeves	Stage advanced	CLM-2026-04871	Live Claim → Outstanding Docs (rule matched)
25 Jul 09:38:41	MPMarcus P.	Rule overridden	CLM-2026-04863	Advanced to Pre-Litigation despite docs_complete=false — "Counsel advised early issue"
25 Jul 08:21:07	DRDanielle Reeves	Document generated	CLM-2026-04871	Payment pack cover letter · template payment_pack_v3
25 Jul 08:02:55	SASara A.	Signed in	USR-0042	SSO · Chrome on Windows · IP 82.11.44.201
24 Jul 17:44:30	SASara A.	Stage advanced	CLM-2026-04841	Payment Pack Review → Sent to Third Party (Aviva) · 21-day timer started
24 Jul 16:12:09	MPMarcus P.	Document generated	CLM-2026-04858	Engineer instruction letter · sent to Kingsway Accident Repair
24 Jul 14:05:18	AKA. Kaur (Admin)	Workflow edited	RULE-06-07	Response timer changed 14d → 21d on Sent to Third Party transition
24 Jul 13:47:52	PTMeridian Motors	Partner login	PRT-Meridian	Portal access · viewed 3 referred claims
24 Jul 11:29:03	AKA. Kaur (Admin)	Permission changed	ROLE-Senior	Granted "Override rules" capability to Senior Reviewer role
24 Jul 10:16:47	DRDanielle Reeves	Stage advanced	CLM-2026-04820	Pre-Litigation → Live Litigation · claim issued at Northampton CCBC
23 Jul 16:58:22	MPMarcus P.	Document generated	CLM-2026-04863	Letter of claim (pre-action protocol) · issued to Admiral
23 Jul 08:41:10	DRDanielle Reeves	Signed in	USR-0017	SSO · Safari on macOS · IP 82.11.44.198

Showing 12 of 8,412 retained events · export to CSV available to Admin roles.