Brightwork demonstration · 05 / 11 · Rewriting / Dense to plain

PLAIN ENGLISH

An insurer’s letter, decoded. PLAIN ENGLISH is an original Brightwork demonstration. A dense claim decision letter becomes a two-minute explanation and a reply asking for a review, with gaps left for the evidence only the clinic has.

3 documentsOutputs by Qwen3.8-27B, generated locallyShown uneditedChecked by Brightwork: 0 corrections across 2 outputs

PE0 · The insurer’s letterFictional source

BROLGA MUTUAL INSURANCE LIMITED

Claims Determination Unit

Our reference: BMI-CL-2026-118842

Policy number: BPK-0047731 (Business Pack)

Date: 9 October 2026

Ms Alana Whitcombe

Director

Kookaburra Creek Physiotherapy Pty Ltd

14 Peppercorn Street

Castlemaine VIC 3450

Dear Ms Whitcombe

Re: Notification of determination — Claim for escape of liquid and consequential business interruption, date of loss 21 August 2026

We refer to the above claim lodged under Sections 1 (Property Damage) and 3 (Business Interruption) of the abovementioned policy, and to the report of our appointed loss adjuster, Pinnacle Loss Assessing, dated 2 October 2026 (the Report).

Having considered the Report, the information furnished by you in support of the claim, and the terms, conditions, limits and exclusions of the policy, we advise our determination as follows.

Section 1 — Property Damage

The sudden and accidental escape of liquid from a failed flexible hose connection beneath the staff kitchenette sink constitutes an insured event within the meaning of the policy. Indemnity is accordingly granted in respect of the reinstatement of floor coverings in Treatment Rooms 2 and 3 and the reception area, the replacement of the kitchenette base cabinetry, and drying and remediation costs, in the assessed amount of $18,640.00 (inclusive of GST), subject to the application of the Section 1 excess of $1,000.00.

The claim in respect of the treatment table in Treatment Room 3 (claimed amount $4,320.00) is declined. The Report identifies corrosion to the table's electric lift actuator consistent with progressive moisture exposure over an extended period predating the date of loss. Loss or damage attributable to rust, corrosion, gradual deterioration or wear and tear is excluded pursuant to General Exclusion 4(b) of the policy wording.

Section 3 — Business Interruption

Indemnity under Section 3 is subject to the Waiting Period specified in the policy schedule, being 72 hours. The insured premises were closed from 21 August 2026 to 29 August 2026 inclusive. Having regard to the trading records provided, the reduction in gross profit during the indemnity period, after deduction of the Waiting Period and savings in charges and expenses consequent upon the interruption, has been assessed in the amount of $6,215.00.

The claim in respect of the additional increase in cost of working associated with the hire of alternative consulting rooms beyond 29 August 2026 (claimed amount $2,400.00) is declined, as the premises were assessed by the Report as fit for occupation and use from 30 August 2026, and such expenditure was accordingly not reasonably incurred for the purpose of avoiding or diminishing a reduction in turnover during the indemnity period.

Settlement

The total amount payable is therefore $23,855.00, being $18,640.00 less the excess of $1,000.00, plus $6,215.00. Settlement will be effected by electronic funds transfer to the nominated account within ten (10) business days of the date of this letter, subject to receipt of the enclosed Discharge and Release form duly executed.

Please note that the execution of the Discharge and Release does not affect your right to have this determination reviewed in respect of the declined components of the claim.

Your rights of review

If you are dissatisfied with this determination, you may request a review through our Internal Dispute Resolution process by contacting our Complaints team in writing within 30 days of the date of this letter, providing any further information you would like considered. We will respond within 30 calendar days of receiving your complaint. If you remain dissatisfied, or if we do not respond within that time, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme which is free to consumers and eligible small businesses.

Should you require any further information, please do not hesitate to contact the writer quoting the above reference.

Yours faithfully

Declan Fairbrother

Senior Claims Consultant

Brolga Mutual Insurance Limited

Enclosure: Discharge and Release form

PE1 · What it meansQwen3.8-27B

Checked by BrightworkNo corrections. Checked against the source.

What you are being paid

Total payment: $23,855.
Approved property damage: $18,640, inclusive of GST. This covers the floor coverings in Treatment Rooms 2 and 3 and the reception area, the kitchenette base cabinetry, and drying and remediation costs.
Property damage less the Section 1 excess: $18,640 − $1,000 = $17,640.
Approved business interruption: $6,215. This is the assessed reduction in gross profit during the closure period, after the 72-hour waiting period and savings in expenses.
Payment total: $17,640 + $6,215 = $23,855.

When payment is made

Payment will be by electronic funds transfer to the nominated account.
It will be paid within 10 business days from 9 October 2026.
Payment is subject to Brolga Mutual receiving the signed enclosed Discharge and Release form.

What was declined

Treatment table in Treatment Room 3: $4,320.
- Reason: the loss adjuster found corrosion on the table’s electric lift actuator. The Report says this was consistent with moisture exposure over a period before the loss date.
- The policy excludes rust, corrosion, gradual deterioration or wear and tear under General Exclusion 4(b).
Extra cost of working for alternative consulting rooms after 29 August 2026: $2,400.
- Reason: the premises were assessed fit for occupation from 30 August 2026.
- The insurer says this cost was not reasonably incurred to avoid or reduce the fall in turnover during the indemnity period.

What you need to do now

Sign and return the enclosed Discharge and Release form so payment can be processed.
If you disagree with any declined part, you can still ask for a review.
Signing the Discharge and Release does not stop you from asking for a review of the declined amounts.

If you disagree — deadline and process

You can request an internal review by writing to Brolga Mutual’s Complaints team.
The deadline is within 30 days from 9 October 2026.
Include any further information you want considered.
Quote the claim reference: BMI-CL-2026-118842.
The insurer says it will respond within 30 calendar days of receiving your complaint.
If you are still dissatisfied, or if the insurer does not respond in time, you can lodge a complaint with AFCA.
AFCA is free to consumers and eligible small businesses.

Missing information

The letter does not provide the address or email for the Complaints team.

PE2 · Reply asking for a reviewQwen3.8-27B

Checked by BrightworkNo corrections. Checked against the source.

[Date]

Brolga Mutual Insurance Limited

Claims Determination Unit

Attention: Complaints team

Our reference: Alana Whitcombe / Kookaburra Creek Physiotherapy Pty Ltd

Your claim reference: BMI-CL-2026-118842

Policy number: BPK-0047731 (Business Pack)

Dear Sir/Madam

Re: Request for internal review — declined items

I write in response to your letter dated 9 October 2026. The letter relates to the claim for escape of liquid and consequential business interruption, date of loss 21 August 2026.

I am not satisfied with the two declined items. I request an internal review under your Internal Dispute Resolution process.

The items are:

Treatment table in Treatment Room 3

This was a Section 1 Property Damage item. The claimed amount was $4,320.00.

Your letter says it was declined because the report identified corrosion to the table’s electric lift actuator and attributed the damage to progressive moisture exposure predating the date of loss.

I ask you to review this decision. Please consider the following information:

[maintenance records for the treatment table]

[service, repair or inspection records]

[photographs of the table and affected area]

[advice from the supplier, manufacturer, repairer or another relevant expert]

[any other relevant evidence]

Hire of alternative consulting rooms beyond 29 August 2026

This was a Section 3 Business Interruption item. The claimed amount was $2,400.00.

Your letter says it was declined because the report assessed the premises as fit for occupation and use from 30 August 2026, and the hire costs were not reasonably incurred to avoid or diminish a reduction in turnover during the indemnity period.

I ask you to review this decision. Please consider the following information:

[hire agreement or quotation for the alternative consulting rooms]

[invoices, receipts or payment records]

[records showing the duration and purpose of the hire]

[records showing the availability or unavailability of the clinic space]

[any other relevant evidence]

Please provide me with a copy of the loss adjuster’s report. The report was prepared by Pinnacle Loss Assessing and dated 2 October 2026.

If there are other documents, notes or calculations used to decide these two items, please provide copies of those as well.

I would appreciate a written response to this request. If you need more information, please contact me.

Yours faithfully

Alana Whitcombe

Director

Kookaburra Creek Physiotherapy Pty Ltd

[phone number]

[email address]

Fictional demonstration, not client documents. Our workstation: one RTX 3090 with 24 GB, every model layer on the GPU. These are not performance figures for a Brightwork installation.

← Previous demonstrationON THE RECORD Brightwork OfficeAll demonstrations Next demonstration →IN THE INBOX