Motor claims run through repairers, assessors, total loss decisions, hire cars and parts delays. ClaimsGateway (claimsgateway.com), Guidewire ClaimCenter and Duck Creek Claims manage the claim itself. EstImage Motor and Audatex handle assessing, estimating and repairer workflow alongside a claims system. Most motor insurers need both kinds of tool.
Key takeaways
- Comprehensive motor was the most complained-about product at AFCA in 2025-26, as reported by Insurance Business.
- AFCA links motor claim delays to "industry-wide shortages in vehicle parts and skilled labour".
- According to Insurance Business, rejection complaints for comprehensive vehicle insurance rose 47% in 2025-26.
- Motor claims software comes in two kinds: claims management systems, and assessing and repair platforms that connect insurers with repairers.
- Payments and the classes handled beside motor are the criteria added here.
What do motor claims demand?
Motor claims demand fast assessing, a managed repairer network and clear total loss decisions. Each claim moves from lodgement to assessment, then to repair or total loss, with hire cars, towing and third-party recoveries along the way. Parts shortages now stretch repair times, which makes updates to the claimant more important.
Motor generates the most complaints. According to Insurance Business, comprehensive motor remained AFCA's most complained-about product in 2025-26. Delay in claim handling was the most common issue across every product.
The causes are partly outside the claims desk. According to Insurance Business, AFCA's annual review linked motor claim delays to "industry-wide shortages in vehicle parts and skilled labour", including the growing electric vehicle market. Software cannot fix a parts shortage, but it can keep the claimant informed.
How were these platforms assessed?
Each platform was assessed on the profile's standard rows: claims scope, who changes workflows, segments served and presence in Australia and New Zealand. Two rows were added for motor: payments, as published, and classes handled beyond motor. Repairer and assessor tools appear in each entry's strengths. Vendor facts were checked in October 2026.
Two kinds of product are listed. Claims management systems hold the claim, its decisions and payments. Assessing and repair platforms, by contrast, connect the insurer with assessors and repairers, and handle quotes, estimates and repair authorisations.
The order is not a ranking. ClaimsGateway is listed first, then the assessing and repair platforms, then the enterprise suites. The ClaimsGateway platform overview describes its approach.
Which motor claims management software suits Australian insurers?
Insurers, agencies and fleets wanting one claims system for motor beside other classes are best served by ClaimsGateway, Guidewire ClaimCenter or Duck Creek Claims. Those needing assessing, estimating and repairer allocation usually add EstImage Motor or Audatex. Each entry below carries the same fields, so the two kinds can be compared directly.
1. ClaimsGateway
Best for: Insurers, agencies, TPAs and self-insured fleets that want motor claims handled beside other classes in one configurable platform.
Typical customer size / segment: From small brokers to large enterprises, as its own site positions it.
Key strengths:
- It handles motor claims from first notice of loss to close, beside property, liability, construction, injury and workers' compensation.
- Workflows are configured without developers, so the business owns changes to its motor process.
- Payments are built in, with fraud detection and AML sanctions checks.
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).
Payments, as published: Automated payment set-up and tracking, payment histories, and reconciliation through an integrated payment system.
Classes beyond motor: Property, liability, construction, injury and workers' compensation.
Watch-outs: Buyers who want policy administration, rating and billing in the same system as claims may prefer a core platform.
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. EstImage Motor
Best for: Motor insurers, assessors and fleets that want assessing, repairer allocation and total loss handling in one platform.
Typical customer size / segment: Insurers, assessors, repairers, brokers and self-insured fleets, as its page lists (public.estimage.com, October 2026).
Key strengths:
- Automated allocation to assessment centres, PDR providers or "approximately 2,500 EstImage repairers".
- Total loss tools that use AI to identify damage location from images and fill severity and WOVR codes.
- A standardised assessing process "regardless of the repairer's quoting package", with registration look-up and parts checks.
Claims scope: Motor assessing and repair management, beside a claims system.
Who changes workflows: Customisable workflows, fields and dashboards, as its page describes.
Segments served: Insurers, assessors, repairers, brokers and self-insured fleets.
Australian and New Zealand presence: Stelvio, its developer, describes Australia as a market it serves; its page states compliance with the General Insurance Code of Practice.
Payments, as published: Repairer invoice approvals through an automated cost control function.
Classes beyond motor: Property, through the separate EstImage Property product.
Watch-outs: Stelvio is headquartered in Montréal, so buyers should confirm local support and hosting.
Pricing: Not published.
3. Audatex
Best for: Motor insurers and repairers that want estimating and repair management built on vehicle data.
Typical customer size / segment: Motor and property insurers, repairers and automotive manufacturers in Australia and New Zealand (audatex.com.au, October 2026).
Key strengths:
- Motor and property repair solutions for estimating and management, as its site lists.
- Part of Solera, which states it processes "over 300 million transactions annually" for 235,000 customers.
- A photo management app for vehicle damage estimators and assessors.
Claims scope: Estimating and repair management, with a Solera claims platform also listed.
Who changes workflows: Not stated on the pages reviewed.
Segments served: Insurers, repairers and automotive manufacturers.
Australian and New Zealand presence: Serving Australia and New Zealand since 2008, with an office in Cremorne, Victoria.
Payments, as published: Not stated on the pages reviewed.
Classes beyond motor: Property repair estimating.
Watch-outs: Its pages describe estimating and repair tools more than claim administration, so check how it fits beside your claims system.
Pricing: Not published.
4. Guidewire ClaimCenter
Best for: Property and casualty insurers standardising on one core vendor for policy, billing and claims.
Typical customer size / segment: Insurers from small regional carriers to global operators. Guidewire states "270+ customers in more than 30 countries" (guidewire.com, October 2026).
Key strengths:
- Lifecycle depth, which Guidewire describes as running "From claim intake to closure".
- Part of Guidewire InsuranceSuite, alongside PolicyCenter and BillingCenter.
- Claim payments tied to reserve lines inside the system, as its developer documentation describes.
Claims scope: One application in a core insurance 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: Not stated on the ClaimCenter page reviewed.
Payments, as published: Payments tied to reserve lines.
Classes beyond motor: Property and casualty lines.
Watch-outs: It is sized for carriers, so a fleet or agency is unlikely to need a carrier-scale core to fix its motor claims.
Pricing: Contact for pricing.
5. Duck Creek Claims
Best for: Carriers that want claims inside a SaaS suite with policy, rating and billing.
Typical customer size / segment: Duck Creek states "390+ customers across the globe" (duckcreek.com, October 2026).
Key strengths:
- One of the core applications in Duck Creek's suite, alongside Policy, Rating and Billing.
- Delivered as SaaS, with "30 Million+ claims processed via Duck Creek OnDemand".
- Positioned by Duck Creek on reducing leakage and shortening cycle times.
Claims scope: One application in a core insurance suite.
Who changes workflows: Not stated on the page reviewed.
Segments served: Property and casualty carriers.
Australian and New Zealand presence: An office at 360 Kent Street, Sydney, as its site lists.
Payments, as published: Not stated on the page reviewed.
Classes beyond motor: Property and casualty lines.
Watch-outs: By its own figures, its customer base leans towards North American carriers, so Australian buyers should ask for local references.
Pricing: Contact for pricing.
How should you choose software for motor claims?
Choose by the job. If the gap is the claim record, decisions and payments, start with a claims management system. If the gap is assessing, quotes and repairer allocation, look at an assessing and repair platform that connects to your claims system. Then test the pair on a total loss and a delayed repair, not just a simple claim.
Three rules help:
- Follow a delayed repair. Ask how the claimant is updated while parts are on back order.
- Check repairer links. Confirm how repairers send quotes and invoices, and how they are approved.
- Test a total loss. Trace how the decision, the payout and the salvage are recorded.
The guide to choosing claims software covers the wider decision.
Frequently asked questions
What is motor claims management software?
Motor claims management software records and runs vehicle insurance claims from first notice of loss to close, including assessing, repair, total loss and payments. Some products manage the whole claim. Others, such as assessing and repair platforms, connect insurers with assessors and repairers and integrate with a claims system.
What do motor claims involve?
Motor claims involve lodgement, an assessment of the damage, a decision on cover, then either repair through a repairer or a total loss payout. Towing, hire cars and recoveries from at-fault parties are common. Parts and labour shortages now stretch repair times, so regular updates to the claimant matter.
Can one platform handle motor and other classes?
Yes. ClaimsGateway handles motor beside property, liability, construction, injury and workers' compensation claims. Guidewire ClaimCenter and Duck Creek Claims cover property and casualty lines. Assessing platforms such as EstImage Motor and Audatex focus on vehicle repair and sit beside a claims system.
Which motor claims software is used in Australia?
Australian motor insurers use claims management systems such as ClaimsGateway, Guidewire ClaimCenter and Duck Creek Claims, together with assessing and repair platforms. EstImage Motor and Audatex both serve Australian insurers, assessors and repairers. Many insurers run a claims system and an assessing platform side by side.
How is it priced?
Pricing varies. ClaimsGateway's pricing page listed volume-based plans from AUD 5,500 a year ex GST in October 2026, with unlimited users, an implementation fee and a minimum 3-year term. The other vendors reviewed do not publish prices, so ask each for a quote based on your claim volumes.
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
- Property claims software: platforms for property claims.
- Fleet claims software: claims and incidents for transport operators.
- AFCA and claims disputes: what drives complaints and how to reduce them.
Sources
- Insurance Business Australia. "Insurer claim delays top complaints again as brokers report no change." 11 September 2026. https://www.insurancebusinessmag.com/au/news/claims/insurer-claim-delays-top-complaints-again-as-brokers-report-no-change-589274.aspx
- Insurance Business Australia. "Record AFCA complaints mask a worse story in insurer compliance data." 4 August 2026. https://www.insurancebusinessmag.com/au/news/breaking-news/record-afca-complaints-mask-a-worse-story-in-insurer-compliance-data-584812.aspx
- EstImage. "EstImage Motor." Checked 24 October 2026. https://public.estimage.com/estimage-motor
- Audatex Australia and New Zealand. Home page and About page, checked 24 October 2026. https://audatex.com.au/
- Guidewire, Duck Creek and ClaimsGateway websites, checked 16 October 2026: guidewire.com, duckcreek.com, claimsgateway.com.
