Wilbur is an Australian-built claims platform with an AI assistant, Willo, and a stated rule that a person makes every claim decision. ClaimsGateway (claimsgateway.com) is a configurable claims platform whose workflows the business changes without developers, hosted in Sydney. Choose Wilbur for governed AI assistance in property and casualty claims, and ClaimsGateway for business-owned configuration across segments.
Key takeaways
- Wilbur describes itself as "a governed agentic claims platform", with its Willo assistant handling triage, summaries, estimates and fraud signals.
- According to Insurance News, Celent's 2024 review of 17 Asia-Pacific claims systems praised Wilbur's "affordability and robust back-end configuration process".
- ClaimsGateway's workflows are configured without developers, with changes owned by the business.
- Capterra reviewers praise Wilbur's ease of use and support, while two mention limits in its bespoke reporting.
- ClaimsGateway publishes volume-based pricing and Wilbur does not, so a fair comparison needs quotes for the same claims scope.
What is the short answer?
Choose Wilbur when you want a property and casualty claims platform with AI assistance built in and clear human sign-off on every decision. Choose ClaimsGateway when you want one claims platform across insurers, agencies, brokers, TPAs and self-insured organisations, with workflows your own people change. Both are claims-first platforms with Australian customers.
The two are closer than most comparisons in this market. Both treat the claim as the whole product rather than a module of a core suite. As a result, the difference lies in emphasis: Wilbur leads with governed AI assistance, while ClaimsGateway leads with business-owned configuration and stated Australian hosting.
Where is Wilbur the better choice?
Wilbur is the better choice for a property and casualty claims team that wants AI help inside the platform with firm human control. Its Willo assistant covers "Reasoning & estimates", "Triage & summaries" and "Fraud signals". At the same time, its site states that "A person decides on every coverage, liability, settlement, total-loss, repair-approval and payment call."
That governance stance is a genuine strength. Its site also says a fraud concern "is flagged as a signal for review, never declared fraudulent by the system". For an insurer worried about how AI decisions look to a claimant or a regulator, that design is easy to explain.
Its local customer base is broad. Wilbur's site names Australian customers including Strata Community Insurance, Blue Zebra Insurance and AUB Group, alongside insurers in the United States and elsewhere. In addition, it serves builders and suppliers, which suits property claims with repair networks.
Independent recognition backs it up. According to Insurance News, Celent's 2024 Claims Systems Vendors report, covering 17 Asia-Pacific platforms, praised Wilbur's "affordability and robust back-end configuration process". It also singled out the organisation of its user interface.
What its users say is positive. Capterra reviewers describe it as easy to learn and to configure, and praise a help desk that sometimes responds within minutes. The same handful of 2024 reviews appears across Capterra's regional sites, so the sample is small.
Where is ClaimsGateway the better choice?
ClaimsGateway is the better choice for organisations whose claims span segments and lines, and who want to own changes to their process. Its workflows are configured without developers. It covers property, motor, liability, construction, injury and workers' compensation claims, from first notice of loss to close, with payments built in.
Breadth of claim classes is one difference. Two Capterra reviewers of Wilbur mention limits in its range of bespoke reports, and one notes its out-of-the-box set-up leans towards motor and property claims. Those are single observations from a small sample. Still, an organisation with injury or workers' compensation claims alongside property should test that fit.
Hosting and certification are the other difference. ClaimsGateway is hosted on Microsoft Azure in the Australia East region (Sydney), and its operating entity holds an ISO/IEC 27001 certified information security management system. Wilbur's homepage did not state a hosting region or certification in October 2026. The ClaimsGateway insurers page describes the approach for insurer claims teams.
Payments are built into ClaimsGateway, with automated set-up and tracking, reconciliation, fraud detection and AML sanctions checks. However, a team that wants an AI assistant producing estimates and summaries inside the claim will find Wilbur's Willo closer to that brief.
How do they compare side by side?
Side by side, the two differ most in AI assistance, in the breadth of claim classes each describes, and in what each publishes about hosting. Wilbur leads on governed AI and on independent recognition in the region. ClaimsGateway leads on business-owned configuration across segments and stated Sydney hosting. Only ClaimsGateway publishes a starting price.
- Claims scope. ClaimsGateway: The whole product; Wilbur: The whole product.
- Core approach. ClaimsGateway: Configurable claims workflow platform; Wilbur: Governed agentic claims platform, with the Willo assistant.
- Claim classes, as published. ClaimsGateway: Property, motor, liability, construction, injury, workers' compensation; Wilbur: All property and casualty lines.
- Automation, as published. ClaimsGateway: Automated payment set-up and tracking; fraud detection and AML sanctions checks; Wilbur: Triage, summaries, estimates and fraud signals; a person decides each call.
- Who changes workflows. ClaimsGateway: The business, without developers; Wilbur: Handling rules configurable by portfolio; who configures is not stated.
- Segments served. ClaimsGateway: Insurers, underwriting agencies, brokers, TPAs, self-insured; Wilbur: Insurers, MGAs, TPAs, brokers, builders and suppliers, self-insured.
- Australian and New Zealand presence. ClaimsGateway: Hosted in Sydney; Wilbur: Australian and New Zealand customers named.
- Security certification. ClaimsGateway: ISO/IEC 27001; Wilbur: Not stated on the homepage.
- Pricing model. ClaimsGateway: Volume-based; from AUD 5,500 a year ex GST (October 2026); Wilbur: Not published.
All facts were checked on each vendor's site in October 2026.
Who does each one suit?
Wilbur suits property and casualty insurers, MGAs and TPAs that want AI assistance with human sign-off. It fits especially well where repair networks and builders are part of the claim. ClaimsGateway suits insurers, agencies, brokers, TPAs and self-insured organisations that want one configurable platform across claim classes, changed by their own people and hosted in Sydney.
Teams shopping for an autonomous AI adjuster as the centre of the product will find neither a perfect fit, though Wilbur's assistant goes further in that direction. Either way, the test is speed with control. According to AFCA, general insurance complaints reached 36,022 in 2025-26, and delay was the most common issue. The Wilbur alternatives list sets out the wider field.
Frequently asked questions
What is Wilbur claims software?
Wilbur is a claims management platform for property and casualty insurers, MGAs, TPAs, brokers and self-insured organisations. It describes itself as a governed agentic claims platform, with an AI assistant called Willo for triage, summaries, estimates and fraud signals. Its site states that a person makes every coverage, settlement and payment decision.
Is Wilbur available in Australia?
Yes. Wilbur lists Australia and New Zealand among its markets and names Australian customers, including Strata Community Insurance, Blue Zebra Insurance and AUB Group. It was developed by Claim Central Consolidated, according to Insurance Business, and Celent recognised it in a 2024 review of Asia-Pacific claims systems.
Which is more configurable?
Both are configurable. ClaimsGateway states that its workflows are configured without developers, with changes owned by the business. Wilbur says its handling rules are configurable by portfolio, and Celent praised its back-end configuration in 2024. The fair test is to ask each vendor to change a real workflow during a demonstration.
Which is ISO 27001 certified?
ClaimsGateway's operating entity, Risk Management Gateway Pty Ltd, maintains an ISO/IEC 27001 certified information security management system. Wilbur's homepage did not state a security certification in October 2026. Buyers should ask each vendor for its certification, the scope it covers and where Australian data is hosted.
Which suits a mid-sized insurer?
Both can suit a mid-sized insurer. Wilbur suits one focused on property and casualty claims that wants AI assistance with human sign-off. ClaimsGateway suits one that wants business-owned configuration across claim classes and Sydney hosting. A mid-sized insurer should ask both for references of a similar size and line mix.
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 Five Sigma: the same comparison against an AI-native platform.
- AI claims management software: platforms compared on what their AI does.
Sources
- Insurance News. "Wilbur shines in run-down of claims management systems." 5 April 2024. https://www.insurancenews.com.au/insurtech/wilbur-shines-in-run-down-of-claims-management-systems
- Insurance Business Australia. "Wilbur unveils AI and analytics tools for insurance industry." 3 September 2024. https://insurancebusinessmag.com/au/news/technology/wilbur-unveils-ai-and-analytics-tools-for-insurance-industry-503854.aspx
- Capterra. "Wilbur." Read through search results, 21 October 2026; full review text not collected. https://www.capterra.com.au/software/205684/wilbur
- Wilbur. Home page, checked 21 October 2026. https://wilbur.io
- 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
