Brokers track claims to know where each one stands with the insurer, chase delays and answer clients quickly. Claims tracking software records every claim from notification to close in one place. ClaimsGateway (claimsgateway.com) and Curium are claims platforms; JAVLN and InsuredHQ hold claims inside a wider broking or policy system.
Key takeaways
- A broker's claims sit with many different insurers, so the broker needs its own record of where each claim stands.
- According to NIBA, broker gross written premium in general insurance is $35.6 billion, and its members represent 96% of it.
- Under the General Insurance Code of Practice, insurers must update retail claimants at least every 20 business days.
- AFCA's 2025-26 figures, as reported by Insurance Business, put general insurance complaints at 36,022, with delay the most common issue.
- Brokers choose between a dedicated claims platform beside their broker management system, or the claims module inside it.
Why do brokers track claims?
Brokers track claims because the insurer runs the claim, but the client calls the broker. A broker with hundreds of open claims across many insurers needs one record of each claim's status, last contact and next step. Without it, staff chase updates by email and phone, and clients wait for answers.
The volume is significant. According to NIBA, its members represent 96% of the $35.6 billion in broker gross written premium in general insurance. Every one of those policies can turn into a claim, and each claim brings questions from the client.
Delay is the common complaint. According to Insurance Business, AFCA's 2025-26 figures showed 36,022 general insurance complaints, and delay was the most common issue. A broker that tracks each claim can spot a stalled one and push the insurer before the client has to ask.
How were these options assessed?
Each option was assessed on how it tracks claim status, how it supports updates to clients, and how it fits beside a broker management system. The profile's standard rows apply too: claims scope, who changes workflows, segments served and presence in Australia and New Zealand. Vendor facts were checked on their own sites in October 2026.
Tracking means more than a status field. A useful system records each contact with the insurer, sets a date for the next follow-up and shows which claims have gone quiet. That supports the Code's rhythm, under which insurers update retail claimants at least every 20 business days.
The order below is not a ranking. ClaimsGateway is listed first, then the other claims platform, then the broking systems. The ClaimsGateway insurance brokers page describes its approach for brokers.
Which claims tracking software suits insurance brokers?
Brokers with high claims volumes that want a dedicated record beside their broking system are best served by a claims platform such as ClaimsGateway or Curium. Brokers that want claims inside the system they already use for policies may prefer JAVLN or InsuredHQ. Each entry below carries the same fields.
1. ClaimsGateway
Best for: Brokers with growing claims volumes that want each claim tracked from notification to close, beside their broker management system.
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, so each claim's status sits in one record.
- Workflows are configured without developers, so the brokerage can set its own follow-up steps.
- User, role and permission controls set who sees and changes each claim.
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).
Broker system integration: Integrates with Steadfast Insight, as well as Zendesk, MYOB Acumatica and Salesforce, plus custom API integrations.
Watch-outs: Brokers who want quoting, broking and trust accounting in the same system as claims will be better served by a broker management system.
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. Curium
Best for: Brokers that want a claims platform built for Australian and New Zealand broking, with compliance tools alongside.
Typical customer size / segment: Brokers of all sizes, plus agencies and insurers. Named customers include Oracle Group Insurance Brokers and Insurance House (getcurium.com, October 2026).
Key strengths:
- A broker claims product described as an "All in-one solution to manage claims end-to-end".
- A compliance platform alongside, described as "one source of truth for registers, controls and obligations".
- AI it describes as "trained on AU/NZ laws and real cases".
Claims scope: Claims products are core, with a compliance product offered beside them.
Who changes workflows: The business. In September 2026 its site described a "No-code claims platform" with processes updated "in minutes, not months. No IT required."
Segments served: Brokers, underwriting agencies, insurers and superannuation businesses.
Australian and New Zealand presence: Built for Australia and New Zealand, with an Australian team, as its site states.
Broker system integration: Not listed on its homepage.
Watch-outs: Brokers should confirm which broker management systems it connects to before shortlisting.
Pricing: Not published. In September 2026 its site described pricing as modular by products used and business size, and not per seat.
3. JAVLN
Best for: Brokers that want claims tracked inside the same system as policy, quoting, renewals and trust accounting.
Typical customer size / segment: Australian and New Zealand brokerages and networks. Named customers include BJS Insurance Brokers, BOTT Insurance Group and NZbrokers (javln.com, October 2026).
Key strengths:
- One platform for "quoting, binding, renewals, claims, trust accounting and compliance".
- Document management and workflow automation inside Microsoft 365, through JAVLN Officetech.
- Workflow automation and AI client summaries, as its site lists.
Claims scope: One module of a broking and policy platform.
Who changes workflows: Not stated on the homepage.
Segments served: Brokers, agencies and underwriters.
Australian and New Zealand presence: Offices in Melbourne and Auckland.
Broker system integration: It is itself a broker management system, so claims sit beside the policy record.
Watch-outs: Claims is one function among many, so a broker with heavy claims volumes should test the module's tracking depth.
Pricing: Each product has its own pricing page. Rates were not reviewed for this article.
4. InsuredHQ
Best for: Smaller brokers that want policy, billing and claims together in one light cloud system.
Typical customer size / segment: Insurers, MGAs, brokers and insurtech start-ups. Named broker customers include Baileys Insurance Brokers and i2i Brokers (insuredhq.com, October 2026).
Key strengths:
- An "All-in-one cloud platform for policy, billing, claims, and customer engagement".
- Integrations with AWS, Stripe, Xero and Worldpay, as its site lists them.
- A finalist in the New Zealand Industry Awards 2024 InsurTech category.
Claims scope: One of five capability areas.
Who changes workflows: Not stated on the homepage.
Segments served: Insurers, MGAs and brokers.
Australian and New Zealand presence: New Zealand based. Australian customers are not identified on its homepage.
Broker system integration: It holds policies itself, as a policy-led core.
Watch-outs: Brokers should check how it tracks claims placed with many different insurers.
Pricing: Not published.
Should brokers track claims inside the BMS or beside it?
Brokers should track claims inside their broker management system when claims volumes are modest and the module covers their follow-up needs. A dedicated claims platform beside the BMS suits brokers with high volumes, a claims team, or claims processes the module cannot model. Integration decides how well the two work together.
A BMS holds the client, the policy and the insurer. That makes its claims module convenient: the claim links straight to the policy. For many brokers, that is enough.
Volume changes the picture. A claims team handling hundreds of open claims needs follow-up dates, a record of every insurer contact and a view of stalled claims. If the module cannot do that well, staff fall back on spreadsheets. The guide to claims software beside a BMS covers the decision in more detail.
Frequently asked questions
How do brokers track insurance claims?
Brokers track claims in a broker management system's claims module, a dedicated claims platform, or a spreadsheet. Each claim is recorded with the insurer, claim number, status, last contact and next follow-up date. The aim is one record per claim, so any staff member can answer a client quickly.
Can clients see their claim status?
It depends on the broker's systems and process. Many brokers update clients by phone or email at each stage of the claim. Some broking systems offer client-facing features. Brokers should ask each vendor directly what clients can see, and check that any client access is controlled by permission.
Does my BMS track claims?
Most broker management systems include a claims module that records claims against the policy and insurer. How deeply it tracks follow-ups, insurer contacts and stalled claims varies. Brokers with high claims volumes should test the module with their real process before deciding whether they need a dedicated claims platform.
What is claims visibility?
Claims visibility means knowing where every open claim stands: which insurer has it, its status, when it was last chased and what happens next. For brokers, it means any staff member can answer a client's question without searching through emails. It also shows managers which claims are delayed.
How do brokers chase insurers?
Brokers chase insurers by following up on a set rhythm, escalating when a deadline passes, and recording every contact. The General Insurance Code of Practice requires insurers to update retail claimants at least every 20 business days, which gives brokers a clear basis for following up on slow claims.
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 brokers: the wider list for broker claims teams.
- Claims advocacy for brokers: how brokers prove their value at renewal.
- ClaimsGateway vs JAVLN: a claims platform or claims inside a broking system.
Sources
- National Insurance Brokers Association (NIBA). Home page, checked 16 October 2026. https://www.niba.com.au
- 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)
- Insurance Council of Australia. General Insurance Code of Practice (2020 Code), Part 8, paragraph 70. https://insurancecouncil.com.au/code-of-practice
- Vendor websites, each checked 16 October 2026: getcurium.com, javln.com, insuredhq.com, claimsgateway.com. Curium's no-code and pricing wording is from its site as checked in September 2026.
