FNOL software captures a new claim and starts it moving. Some claims platforms, such as ClaimsGateway (claimsgateway.com), Five Sigma and Snapsheet, handle FNOL and everything after it in one system. Others add FNOL in front of an existing core, such as Duck Creek's Agentic FNOL, Guidewire's FNOL agent and 360Globalnet. The choice is whether intake and handling share a system.
Key takeaways
- FNOL software is either part of an end-to-end claims platform or an intake layer in front of another system.
- According to the General Insurance Code of Practice, a retail claimant must be told what is needed within 10 business days of the insurer receiving the claim.
- According to the Insurance Council of Australia, insurers received more than 22,000 claims within days of ex-Tropical Cyclone Alfred in March 2025.
- Several AI-led FNOL products, including Duck Creek's Agentic FNOL, were in early access in October 2026.
- What matters most is not the intake form but whether the claim arrives complete, in the system where it will be handled.
What does FNOL software do?
FNOL software takes the first notice of a loss and turns it into a claim the claims team can work. It captures the details, checks the policy, acknowledges the claimant and routes the claim to the right handler or process. In an end-to-end platform, the claim then stays in the same system until it is closed.
Good FNOL software captures what each class of claim needs. A motor claim needs a registration and the other party's details, while a workers' compensation claim needs the injured person's employer and a medical certificate. The guide to FNOL sets out what to capture by class.
The intake channel matters less than the completeness of the result. Phone, web forms, apps, email and brokers all lodge claims. What a claims team needs is a structured claim, with nothing missing, in the system where it will be assessed and paid.
How were these platforms assessed?
Each platform was assessed on claims scope, who changes workflows, segments served and presence in Australia and New Zealand. One row was added for this list: what happens at and after FNOL, as the vendor publishes it, including whether the claim stays in the same system. Every fact was checked on the vendor's own pages in October 2026.
That row reflects the decision buyers actually face. An intake layer in front of an existing core can modernise lodgement quickly. An end-to-end platform, by contrast, removes the handover between intake and handling. Both have a place.
The list is grouped, not ranked. Claims platforms that include FNOL come first, with ClaimsGateway leading, then FNOL products that sit in front of another system. The ClaimsGateway features page describes its own lifecycle.
Which claims platforms include FNOL?
Claims platforms that include FNOL capture the claim and then handle it through assessment, payment and close in the same system. ClaimsGateway, Five Sigma and Snapsheet are in this group. The advantage is a single record from first notice to close, with no handover between an intake tool and a claims system.
1. ClaimsGateway
Best for: Insurers, TPAs and agencies that want FNOL and the rest of the claim in one platform, with workflows configured by the business.
Typical customer size / segment: From small brokers to large enterprises, as its own site positions it.
Key strengths:
- It covers the claim from first notice of loss to close.
- Workflows are configured without developers, so the business decides what happens after intake for each class.
- It handles property, motor, liability, construction, injury and workers' compensation claims.
Claims scope: The whole product.
Who changes workflows: The business, without developers.
Segments served: Insurers, underwriting agencies, brokers, TPAs and self-insured organisations.
Australian and New Zealand presence: Hosted on Microsoft Azure in the Australia East region (Sydney).
At and after FNOL, as published: The claim stays in the same platform from first notice of loss through to close.
Watch-outs: Low-volume teams with one claims handler may not need dedicated FNOL software yet.
Pricing: Volume-based, set by annual claim volume, with unlimited users. Its pricing page listed plans from AUD 5,500 a year ex GST in October 2026. An implementation fee and a minimum 3-year term apply.
2. Five Sigma
Best for: Insurers, MGAs and TPAs that want AI agents across the claim, from intake onwards.
Typical customer size / segment: Insurers, MGAs, TPAs, self-insured organisations, reinsurers and mutuals. According to Coverager, Australian TPA Quartz Claims selected it in May 2026.
Key strengths:
- An AI-native claims management system with Clive, its multi-agent AI, built in.
- Clive works "continuously across the claims lifecycle", as its site states.
- Clive can also work on top of another claims system.
Claims scope: The whole product; Clive also runs on other claims systems.
Who changes workflows: Not stated on its homepage.
Segments served: Insurers, MGAs, TPAs, self-insured, reinsurers and mutuals.
Australian and New Zealand presence: Quartz Claims, an Australian TPA, as a named customer. No local office is stated.
At and after FNOL, as published: The claim continues in Five Sigma's claims system, with Clive across the lifecycle.
Watch-outs: Its homepage does not describe its intake channels, hosting region or security certification, so ask for all three.
Pricing: Not published.
3. Snapsheet
Best for: United States carriers, MGAs and TPAs that want a complete cloud claims system across lines.
Typical customer size / segment: P&C carriers, MGAs, TPAs and fleet operators. Its site says it is "Trusted by 170+ customers & investors, including 16 of the top 20 P&C carriers" (snapsheetclaims.com, October 2026).
Key strengths:
- It describes "a complete claims system" in which "Every claim type, exposure type, and line of business lives in one place".
- Documents, communications, notes and vendors captured in a single claim file.
- Configured "to fit how you work", as its site states.
Claims scope: The whole product.
Who changes workflows: Not stated on its homepage.
Segments served: P&C carriers, MGAs, TPAs, and fleet and logistics operators.
Australian and New Zealand presence: Not stated. Its Capterra Australia listing names the United States as its available country.
At and after FNOL, as published: The claim is handled in one claim file within the same system.
Watch-outs: No Australian presence or customer is stated, and its homepage does not describe FNOL, so local support and intake should be confirmed.
Pricing: Not published.
Which FNOL products sit in front of an existing system?
Some FNOL products sit in front of an existing claims or core system. They modernise intake, often with AI, and pass a structured claim to the system that handles it. Duck Creek's Agentic FNOL, Guidewire's FNOL agent and 360Globalnet are in this group. They suit carriers keeping their core.
4. Duck Creek Agentic FNOL
Best for: Carriers on Duck Creek's suite that want AI agents to capture and route claims at intake.
Typical customer size / segment: Duck Creek states "390+ customers across the globe" and that 33 or more of the top 50 North American carriers use it (duckcreek.com, October 2026).
Key strengths:
- AI agents that "capture, validate, enrich, and route claims across digital, voice-to-text, and mobile channels".
- Policy and coverage verification and early fraud detection at intake.
- Developed with Google Cloud and powered by Gemini models, according to Duck Creek.
Claims scope: An intake product within Duck Creek's claims and core suite.
Who changes workflows: "Business-led workflows" on "a low-code foundation", as Duck Creek's claims page describes.
Segments served: Property and casualty carriers.
Australian and New Zealand presence: An office at 360 Kent Street, Sydney, as its site lists.
At and after FNOL, as published: The claim is routed on into Duck Creek Claims, with "exceptions flagged for human review".
Watch-outs: It was available to early access customers in October 2026, and it is built for the Duck Creek suite.
Pricing: Contact for pricing.
5. Guidewire FNOL agent
Best for: Carriers on Guidewire Cloud Platform that want an AI agent to take first notice by voice.
Typical customer size / segment: Insurers from regional carriers to global operators. Guidewire states "270+ customers in more than 30 countries" (guidewire.com, October 2026).
Key strengths:
- An agentic first notice of loss agent, announced with Guidewire's Qusar release in August 2026.
- Conversational AI voice to collect claim details, as the announcement describes.
- Agents with access to policy, claims and billing data on Guidewire Cloud Platform.
Claims scope: An intake agent within Guidewire's core suite.
Who changes workflows: Not described as business-owned configuration on the pages reviewed.
Segments served: Property and casualty insurers.
Australian and New Zealand presence: Australian content on Guidewire Cloud Platform, such as GST for claims. Australian customers are not named on the ClaimCenter page.
At and after FNOL, as published: The claim continues in Guidewire ClaimCenter.
Watch-outs: It depends on being on Guidewire Cloud Platform, and availability details were not published with the announcement.
Pricing: Contact for pricing.
6. 360Globalnet
Best for: Insurers that want a no-code digital claims layer around legacy systems.
Typical customer size / segment: Global insurers, as its site describes its customers.
Key strengths:
- A "no-code claims management platform" to "Automate and orchestrate any claim digitally", as its site states.
- Digital FNOL, which it calls "just the key to the treasure chest".
- Configurable workflows, supply chain orchestration and touchless claims, as its site lists.
Claims scope: A digital claims and FNOL layer that can wrap around existing systems.
Who changes workflows: The business, as a no-code platform, as its site describes.
Segments served: Insurers.
Australian and New Zealand presence: An Australian version of its site. Its listed offices are in the United Kingdom and the United States.
At and after FNOL, as published: Claims can be orchestrated digitally, standalone or around a legacy system.
Watch-outs: No Australian office or customer is stated, so confirm local support and data residency.
Pricing: Not published.
Should FNOL be part of the claims system or separate?
FNOL should usually be part of the claims system when the organisation is choosing a claims platform anyway, because one record from first notice to close removes handovers and re-keying. A separate FNOL layer makes sense when the core is staying and only intake needs modernising, or when a surge channel is needed quickly.
The handover is the risk with a separate layer. Every field captured at intake must arrive intact in the claims system, and the claimant's next update must come from that system. If the two drift apart, the claimant hears different things from different places.
Timeframes make the handover matter more. Under the Code of Practice, the insurer has 10 business days from receiving a retail claim to tell the claimant what it needs. That clock starts at FNOL, wherever FNOL happens. So the claims system must know the moment the claim arrived.
Surges are the other test. According to the Insurance Council of Australia, insurers had more than 22,000 claims by 11 March 2025, within days of ex-Tropical Cyclone Alfred. Whichever model a team chooses, intake has to scale to that. The guide to claims triage software covers what happens next.
Frequently asked questions
What is FNOL software?
FNOL software captures the first notice of a loss and turns it into a structured claim. It records the details, checks the policy, acknowledges the claimant and routes the claim to the right handler. It can be part of an end-to-end claims platform or a separate intake layer in front of another system.
What is digital claims lodgement?
Digital claims lodgement is lodging a claim online, through a web form, app, chat or email, rather than by phone. Good digital lodgement asks the right questions for each class of claim, collects photos and documents at the start, and gives the claimant a claim number and next steps straight away.
Should FNOL be part of the claims system?
Usually, yes, if the organisation is choosing a claims platform. One system from first notice to close removes handovers and keeps one record of the claim. A separate FNOL layer suits organisations keeping an existing core that only need to modernise intake, provided the data passes across intact.
Which channels should FNOL support?
Most claims teams need phone, web forms and lodgement through brokers, and many add email, mobile apps and chat. The right mix depends on the claimants. Retail claimants often prefer online lodgement for simple claims and phone for distressing ones, while commercial claims usually come through a broker.
What happens after FNOL?
After FNOL, the claim is triaged and routed to a handler or a fast-track process. The claimant is told what information is still needed and how long a decision should take. Then the claim is assessed, liability is decided, and payments are made until the claim is closed.
About the author
ClaimsGateway builds cloud claims management software for insurers, underwriting agencies, brokers, TPAs and self-insured organisations in Australia and New Zealand. Every regulator figure in this article links to its source, and every vendor fact was checked on the vendor's own site on the date shown.
Related reading
- Straight-through processing explained: what happens when a simple claim needs no human touch after FNOL.
- Claims automation software: the automation that carries a claim on from intake.
- Code of Practice claims rules: the timeframes that start at first notice.
Sources
- Insurance Council of Australia. General Insurance Code of Practice (2020 Code), Part 8, paragraph 68. https://insurancecouncil.com.au/code-of-practice
- Reinsurance News. "Insurers receive over 22,000 claims following ex-Tropical Cyclone Alfred: ICA." 11 March 2025. https://www.reinsurancene.ws/insurers-receive-over-22000-claims-following-ex-tropical-cyclone-alfred-ica/
- Duck Creek. "Duck Creek launches Agentic FNOL to transform claims intake with intelligent real-time automation." 28 September 2026. https://www.duckcreek.com/resource/press-releases/duck-creek-launches-agentic-fnol-to-transform-claims-intake-with-intelligent-real-time-automation/
- Guidewire. "Guidewire Introduces Qusar Release to Help Insurers Build and Control AI Agents." 3 August 2026. https://www.guidewire.com/en/about/press-center/press-releases/20260803/guidewire-introduces-qusar-release-to-help-insurers-build-and-control-ai-agents
- Coverager. "Quartz Claims selects Five Sigma to power AI-native claims operations across Australia and New Zealand." 6 May 2026. https://coverager.com/quartz-claims-selects-five-sigma-to-power-ai-native-claims-operations-across-australia-and-new-zealand/
- Capterra Australia. "Snapsheet Claims." Read through search results, 21 October 2026. https://www.capterra.com.au/software/210725/snapsheet-claims
- Vendor websites, checked 21 October 2026: snapsheetclaims.com, 360globalnet.com/au, fivesigma.ai, duckcreek.com/products/claims, claimsgateway.com.
