Duck Creek Claims is one application in Duck Creek's SaaS core suite, alongside Policy, Rating and Billing, used by carriers worldwide. ClaimsGateway (claimsgateway.com) is a claims platform on its own, configured by the business and connected to existing systems by API. Choose Duck Creek to replace the whole core, and ClaimsGateway to fix claims beside the core you keep.
Key takeaways
- Duck Creek Claims is built to run inside a suite with Duck Creek Policy, Rating and Billing, delivered as SaaS.
- According to Duck Creek, it has more than 390 customers worldwide, and 33 or more of the top 50 North American carriers use it.
- ClaimsGateway's workflows are configured without developers, and it is API-first, with named integrations including Salesforce and Steadfast Insight.
- According to G2, Duck Creek Claims rates 4.4 out of 5 from 12 reviews, a small sample.
- According to AFCA, general insurance complaints reached 36,022 in 2025-26, with delay the most common issue.
What is the short answer?
Choose Duck Creek Claims when an insurer is replacing policy, rating, billing and claims together and wants one SaaS suite from one vendor. Choose ClaimsGateway when the core is staying and the problem is claims: how consistently claims are handled, and how quickly the process can change. Both cover the claim from first notice to close.
The two are not like-for-like products. Duck Creek Claims is designed to share data and workflows with the rest of Duck Creek's suite. ClaimsGateway, by contrast, is a claims platform that connects to whatever policy and billing systems an insurer already runs. So the comparison is really between two routes, not two feature lists.
Where is Duck Creek Claims the better choice?
Duck Creek Claims is the better choice for a carrier that wants claims, policy, rating and billing in one SaaS suite. Its claims application shares a platform with the rest of the suite, and Duck Creek describes "business-led workflows" on "a low-code foundation". For an insurer replacing its whole core, one vendor and one data model are real advantages.
Scale is the second strength. According to Duck Creek, more than 30 million claims have been processed through Duck Creek OnDemand, and its platform "Scaled to 60,000+ claims per day during a CAT event". It also states that an assignment or rule change takes less than a day. Those are its own figures, read in October 2026.
It has an Australian office and Australian core customers. Duck Creek lists an office at 360 Kent Street, Sydney. In June 2022, according to Duck Creek, Hollard Insurance selected Duck Creek OnDemand to move its core policy, billing and rating systems to the cloud. Avant chose Duck Creek's policy, rating and billing on OnDemand in 2019.
Its AI roadmap is active. Duck Creek announced Agentic FNOL in September 2026, an AI intake product for early access customers, with "exceptions flagged for human review". In addition, it launched an agentic AI platform for underwriting and claims earlier in 2026.
What its users say is limited. G2 lists 12 reviews of Duck Creek Claims, averaging 4.4 out of 5, mostly from enterprise users. In a G2 comparison, its reviewers rated it easy to use, set up and administer. The sample is too small to count themes, and Gartner Peer Insights was not read.
Where is ClaimsGateway the better choice?
ClaimsGateway is the better choice for an insurer keeping its core that wants claims to change on its own timetable. Its workflows are configured without developers, with changes owned by the business. It is API-first, with named integrations including Zendesk, MYOB Acumatica, Steadfast Insight and Salesforce, plus custom API integrations.
Fixing claims without a core programme is the main difference. The Australian references Duck Creek names for its suite cover policy, rating and billing. An insurer whose core works but whose claims process does not can add a claims platform beside it, instead of committing to a full suite replacement.
Segment reach is the second difference. ClaimsGateway serves underwriting agencies, brokers, TPAs and self-insured organisations as well as insurers. That suits an insurer whose claims are partly handled by agencies or TPAs on its behalf. The ClaimsGateway insurers page describes the approach for insurer claims teams.
ClaimsGateway is also hosted on Microsoft Azure in the Australia East region (Sydney), and its operating entity holds an ISO/IEC 27001 certified information security management system. Payments are built in, with reconciliation, fraud detection and AML sanctions checks. However, an insurer replacing policy, billing and claims in one programme will be better served by a core suite.
How do they compare side by side?
Side by side, the two differ most in scope and integration approach. Duck Creek Claims is one application in a core suite, built to run with Duck Creek's policy and billing. ClaimsGateway is a claims platform connected by API. Neither publishes a claims implementation time, and only ClaimsGateway publishes a starting price, so those rows say so.
- Claims scope. ClaimsGateway: The whole product; Duck Creek Claims: One application in a core suite.
- Who changes workflows. ClaimsGateway: The business, without developers; Duck Creek Claims: "Business-led workflows" on "a low-code foundation", as its site states.
- Integration approach. ClaimsGateway: API-first; Zendesk, MYOB Acumatica, Steadfast Insight, Salesforce, custom API; Duck Creek Claims: Built to run with Duck Creek Policy, Rating and Billing; "2,600+ APIs", as its site states.
- Segments served. ClaimsGateway: Insurers, underwriting agencies, brokers, TPAs, self-insured; Duck Creek Claims: Property and casualty carriers.
- Australian and New Zealand presence. ClaimsGateway: Hosted in Sydney; Duck Creek Claims: Office at 360 Kent Street, Sydney.
- Hosting. ClaimsGateway: Microsoft Azure, Australia East (Sydney); Duck Creek Claims: Duck Creek OnDemand (SaaS); region not stated on the claims page.
- Security certification. ClaimsGateway: ISO/IEC 27001; Duck Creek Claims: Not stated on the claims page.
- Implementation time. ClaimsGateway: Not published; Duck Creek Claims: Not published for claims.
- Pricing model. ClaimsGateway: Volume-based; from AUD 5,500 a year ex GST (October 2026); Duck Creek Claims: Contact for pricing.
All facts were checked on each vendor's site in October 2026.
Who does each one suit?
Duck Creek Claims suits property and casualty carriers replacing or standardising their whole core, particularly those already on Duck Creek Policy or Billing. ClaimsGateway suits insurers keeping their core that want a configurable claims platform beside it, and agencies, brokers, TPAs and self-insured organisations handling claims for or alongside insurers.
The question to settle first is whether the core is changing. If it is, the claims decision usually follows the suite decision. If it is not, a claims platform beside the core is the faster route, and the core module or claims platform sets out that trade in general.
Either way, the measure is the claimant's experience. According to AFCA, general insurance complaints reached 36,022 in 2025-26, and delay was the most common issue. A new system only helps if claims move faster once it is live.
Frequently asked questions
What is Duck Creek Claims?
Duck Creek Claims is the claims application in Duck Creek's core insurance suite, alongside Duck Creek Policy, Rating and Billing. It is delivered as SaaS through Duck Creek OnDemand and sold mainly to property and casualty carriers. Duck Creek states it has more than 390 customers worldwide and an office in Sydney.
Can ClaimsGateway work with Duck Creek Policy?
ClaimsGateway is API-first and offers custom API integrations alongside its named ones, which are Zendesk, MYOB Acumatica, Steadfast Insight and Salesforce. A Duck Creek integration is not among the named ones, so an insurer running Duck Creek Policy should ask ClaimsGateway to scope the connection before deciding.
Which is quicker to implement?
Neither vendor publishes a claims implementation time. A claims platform added beside an existing core is usually a smaller project than a suite replacement, because policy and billing stay where they are. However, the real timeline depends on integrations, data migration and the number of claims processes involved, so ask each vendor for references.
Is Duck Creek used in Australia?
Yes. Duck Creek lists an office at 360 Kent Street, Sydney. According to Duck Creek, Hollard Insurance selected Duck Creek OnDemand in 2022 for its core policy, billing and rating systems, and Avant chose Duck Creek's policy, rating and billing in 2019. Those announcements do not mention claims.
Which is cheaper?
ClaimsGateway publishes volume-based pricing, from AUD 5,500 a year ex GST in October 2026, and Duck Creek quotes on request. So a fair comparison needs quotes for the same claims scope. The useful comparison is total cost: licence, implementation, integration, and the cost of making changes after go-live, measured over the life of the contract.
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 insurers: the wider list for Australian insurer claims teams.
- ClaimsGateway vs Guidewire ClaimCenter: the same comparison against the other large core suite.
- Guidewire ClaimCenter alternatives: claims platforms and suites compared for insurers.
Sources
- Duck Creek. "Claims." Checked 21 October 2026. https://www.duckcreek.com/products/claims/
- Duck Creek. "Hollard Insurance selects Duck Creek OnDemand to enable and optimize its business transformation." 6 June 2022. https://www.duckcreek.com/resource/press-releases/hollard-insurance-selects-duck-creek-ondemand-to-enable-and-optimize-its-business-transformation/
- Duck Creek. "Avant Mutual seeks improved customer experiences via Duck Creek OnDemand." 2019. https://www.duckcreek.com/blog/avant-mutual-seeks-improved-customer-experiences-via-duck-creek-ondemand
- 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/
- G2. "Duck Creek Claims." Read through search results of G2 comparison pages, 21 October 2026; full review text not collected. https://www.g2.com/compare/duck-creek-claims-vs-filehandler-enterprise
- 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)
- ClaimsGateway. Website and security page, checked 21 October 2026. https://www.claimsgateway.com/platform/security-compliance
