Strata claims involve one building, many owners, a strata manager and often large property or liability losses. Claims software for strata insurers and agencies needs strong property and liability handling, clear communication with several parties and controlled payments to contractors. ClaimsGateway (claimsgateway.com) and Wilbur are claims platforms used in property lines; core suites suit large insurers.
Key takeaways
- Strata cover in Australia is written largely through specialist underwriting agencies with insurer capacity.
- According to Insurance Business, Longitude is backed by Chubb, QUS by AIG and Strata Unit Underwriters by CGU, a sign of how much strata runs through agencies.
- A strata claim usually comes through the strata manager or committee, not the individual owner.
- Strata management software serves strata managers, not insurers, so it is a different purchase from claims software.
- According to AFCA, general insurance complaints reached 36,022 in 2025-26, with delay the most common issue.
Why are strata claims different?
Strata claims are different because the insured is an owners corporation, not a person. A claim involves the building, common property, sometimes several lots, a strata manager, a committee and the owners. Losses can be large, and disputes over defects against damage are common. Claims software has to keep all those parties informed.
The policyholder is a group. An owners corporation, called a body corporate in Queensland, insures the building and common property for all owners. As a result, decisions about a claim can need a committee or general meeting.
Communication multiplies. The strata manager usually lodges the claim. Owners want to know when repairs start, tenants want to know when they can return, and contractors need instructions. The strata claims process guide sets out who does what.
The losses are often complex. Water ingress, storm and fire damage across several lots, and liability claims from injuries on common property all need investigation. In addition, the line between insured damage and an uninsured building defect is a frequent dispute.
How were these options assessed?
Each option was assessed on claims scope, who changes workflows, segments served and presence in Australia and New Zealand. One row was added for strata: the property and liability claims handling each vendor publishes. Every fact was checked on the vendor's own pages in October 2026. No vendor reviewed publishes strata-specific claims features.
The added row matters because strata claims are mostly property and liability claims. A platform built mainly for motor or injury may need more configuration to suit them. The row reports what each vendor states, not a test.
The order is not a ranking. ClaimsGateway is listed first, then Wilbur, then platforms with broader property lines and the two global core suites. The ClaimsGateway underwriting agencies page describes its approach for agencies.
Which claims software suits strata insurers and agencies?
Claims platforms with property and liability claims, payments and configurable workflows suit strata agencies best. ClaimsGateway and Wilbur both serve agencies, and Wilbur names a strata agency among its customers. Five Sigma serves MGAs with property lines. Guidewire and Duck Creek suit large insurers replacing their core. Each entry uses the same fields.
1. ClaimsGateway
Best for: Strata underwriting agencies and insurers that want property and liability claims on one configurable platform, with payments built in.
Typical customer size / segment: From small brokers to large enterprises, as its own site positions it, with a dedicated page for underwriting agencies.
Key strengths:
- It handles property, motor, liability, construction, injury and workers' compensation claims, from first notice of loss to close.
- Workflows are configured without developers, so an agency can set a strata claims process for each scheme or insurer.
- Payments are built in, with automated set-up and tracking, reconciliation, 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).
Property and liability handling, as published: Property and liability are among its named classes of claim.
Watch-outs: Agencies that want policy administration and rating in the same system as claims will be better served by an MGA 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. Wilbur
Best for: Property and casualty insurers and agencies, including strata, that want AI assistance with a person making every claim decision.
Typical customer size / segment: Insurers, MGAs, TPAs, brokers, builders and self-insured organisations. Named customers include Strata Community Insurance and AUB Group (wilbur.io, October 2026).
Key strengths:
- Strata Community Insurance, a strata agency, is among its named customers.
- It serves builders and suppliers as a segment, which suits repair-led property claims.
- Its site states that "A person decides on every coverage, liability, settlement, total-loss, repair-approval and payment call."
Claims scope: The whole product, across property and casualty lines.
Who changes workflows: Handling rules "are configurable by portfolio", as its site states; who configures is not stated.
Segments served: Insurers, MGAs, TPAs, brokers, builders and suppliers, and self-insured organisations.
Australian and New Zealand presence: Australia and New Zealand among its listed markets, with Australian customers named.
Property and liability handling, as published: All property and casualty lines, with repair approvals named among the decisions a person makes.
Watch-outs: One Capterra reviewer notes the default set-up leans towards motor and property claims, and two mention limited bespoke reporting.
Pricing: Not published.
3. Five Sigma
Best for: MGAs and insurers that want AI-native claims handling across property and liability lines.
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:
- Lines listed on its site include home, commercial, general liability and professional liability.
- Clive, its multi-agent AI, works across the claims lifecycle.
- Clive can run on top of an existing 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.
Property and liability handling, as published: Home, commercial and liability lines among those listed.
Watch-outs: No strata customer is named, and its homepage does not state a hosting region, so confirm both.
Pricing: Not published.
4. Guidewire ClaimCenter
Best for: Large property and casualty insurers that write strata within a broad book and are standardising their core.
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:
- Lifecycle depth, which Guidewire describes as running "From claim intake to closure".
- Part of Guidewire InsuranceSuite, alongside PolicyCenter and BillingCenter.
- Australian content on Guidewire Cloud Platform, such as GST for claims.
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: Australian content on its cloud platform. Australian customers are not named on the ClaimCenter page.
Property and liability handling, as published: Property and casualty claims across the suite.
Watch-outs: It is sized for carriers, so a strata agency is unlikely to need a carrier-scale core.
Pricing: Contact for pricing.
5. Duck Creek Claims
Best for: Property and casualty carriers on Duck Creek's SaaS suite.
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:
- Claims inside a suite with Policy, Rating and Billing, delivered as SaaS.
- According to Duck Creek, its platform has "Scaled to 60,000+ claims per day during a CAT event".
- An office in Sydney, at 360 Kent Street.
Claims scope: One application in a core insurance suite.
Who changes workflows: "Business-led workflows" on "a low-code foundation", as its site states.
Segments served: Property and casualty carriers.
Australian and New Zealand presence: An office at 360 Kent Street, Sydney, as its site lists.
Property and liability handling, as published: Property and casualty claims, with catastrophe surge capacity it describes.
Watch-outs: No strata agency customer is named, and the suite is sized for carriers.
Pricing: Contact for pricing.
Is strata management software the same as claims software?
No. Strata management software, such as Urbanise, serves strata managers: levies, trust accounting, maintenance, meetings and owner communication. It may record that an insurance claim exists. Claims software, by contrast, serves the insurer or agency that assesses and pays the claim.
The two meet at lodgement. The strata manager usually lodges the claim from their system, and the agency or insurer handles it in theirs. So the useful question for an agency is how claims arrive from strata managers, and how status gets back to them.
Who carries the risk shapes the market. According to Insurance Business, Longitude is backed by Chubb, QUS by AIG and Strata Unit Underwriters by CGU. Agencies like these handle claims for their capacity providers, which is why delegated authority matters in strata. The strata agency claims guide explains how that works.
Frequently asked questions
What software do strata insurers use for claims?
Strata insurers and agencies use claims management platforms that handle property and liability claims, or the claims module of a core insurance suite. Large insurers often run claims inside their core system. Agencies more often use a dedicated claims platform beside their policy system, configured for each scheme and capacity provider.
Who manages a strata insurance claim?
The strata manager or committee usually lodges and manages a strata claim for the owners corporation, because the building policy belongs to the owners corporation. The insurer or underwriting agency then assesses and settles it. Individual owners lodge claims on their own contents or landlord policies, not the building policy.
Do strata underwriting agencies handle their own claims?
Often, yes. Many strata underwriting agencies hold claims authority from their insurer, so they assess and settle claims up to agreed limits and refer larger ones back to the insurer. Others pass claims to the insurer or a TPA. The arrangement is set in each agency's binder with its capacity provider.
What makes strata claims complex?
Strata claims involve many parties: the owners corporation, the strata manager, the committee, individual owners, tenants and contractors. Losses can affect common property and several lots at once. In addition, disputes over whether damage is insured or a building defect are common, which can slow decisions.
Is strata management software the same as claims software?
No. Strata management software serves strata managers, covering levies, trust accounting, maintenance and meetings, and may note that a claim exists. Claims software serves the insurer or agency that assesses and pays the claim. The two meet when the strata manager lodges a claim.
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
- Claims software for agencies: the wider list for underwriting agencies.
- Property claims software: platforms compared for property lines.
- Delegated authority claims software: claims under a binder.
Sources
- Insurance Business Australia. "Hutch enters crowded strata market against Chubb, AIG and CGU-backed rivals." 30 July 2026. https://www.insurancebusinessmag.com/au/news/property/hutch-enters-crowded-strata-market-against-chubb-aig-and-cgubacked-rivals-584338.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 (reports AFCA's 2025-26 figures)
- 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. "Urbanise Strata." Read through search results, 22 October 2026. https://www.capterra.com.au/software/185125/urbanise-strata
- Vendor websites, checked 21 and 22 October 2026: wilbur.io, fivesigma.ai, duckcreek.com/products/claims, claimsgateway.com. Guidewire ClaimCenter checked 16 October 2026. Wilbur's Capterra reviews read through search results only.
