Councils handle public liability claims from residents, property claims on their own assets and injury claims from staff, often through a mutual scheme with some risk kept in-house. Claims software for councils needs liability, property and injury handling, Australian hosting and published security certification. ClaimsGateway (claimsgateway.com) and Figtree Systems serve councils; WHS Monitor and Solv are injury-focused.
Key takeaways
- Councils carry three main claim types: public liability from residents, property damage to council assets, and workplace injury.
- Many councils pool liability and property risk through local government mutual schemes, and keep some claims below the scheme's excess.
- According to the Victorian Auditor-General's 2018 report, Victoria's council liability mutual had "a recent history of operating losses and a negative net asset position".
- The same report made 17 recommendations, including eight for the Municipal Association of Victoria, which ran the scheme.
- Public sector buyers usually ask for Australian hosting and a named security certification before shortlisting software.
How do councils manage claims?
Councils manage claims through a mix of mutual schemes, insurance and self-insurance. Most pool public liability and property risk with other councils through a local government mutual scheme, often run with a broker or scheme manager. Claims below the scheme's excess, and some workers' compensation, are handled by the council itself or a claims manager.
Public liability claims are the most visible. A resident trips on a footpath, a tree branch damages a car, or a stormwater drain floods a property. Each claim needs investigation, often a site inspection, a liability decision and a reply to the claimant.
Mutual schemes carry real risk for members. According to the Victorian Auditor-General's 2018 report on local government insurance, Victoria's council liability mutual faced financial pressure, which raised "the risk it may need to call on members to make additional financial contributions". As a result, councils have reason to manage claims tightly, whatever their cover.
How were these options assessed?
Each option was assessed on claims scope, who changes workflows, segments served and presence in Australia and New Zealand. Two rows were added for public sector buyers: hosting, as published, and security certification. Every fact was checked on the vendor's own pages in October 2026. Councils' procurement teams usually test both before shortlisting.
Hosting and certification matter because councils hold residents' personal information and are accountable for it. A vendor that cannot say where data sits, or which entity holds a certificate, adds work to procurement.
The order is not a ranking. ClaimsGateway is listed first, then Figtree Systems, then the injury-focused systems. The ClaimsGateway self-insured and mutuals page describes its approach.
Which claims software suits councils and public sector bodies?
Councils that handle liability, property and injury claims in-house are best served by a multi-class platform such as ClaimsGateway or Figtree Systems, which names councils among its audiences. Councils whose in-house claims are mainly workplace injury may prefer WHS Monitor or Solv. Each entry below uses the same fields.
1. ClaimsGateway
Best for: Councils and public sector bodies handling liability, property and injury claims in-house, with Australian hosting.
Typical customer size / segment: From small brokers to large enterprises, as its own site positions it, with a page for self-insured organisations and mutuals.
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 a council can set approval steps that match its delegations.
- 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 in Sydney.
Hosting, as published: Microsoft Azure, Australia East (Sydney).
Security certification: ISO/IEC 27001, held by its operating entity.
Watch-outs: A council with one claims officer and few claims may find a well-kept register still works.
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. Figtree Systems
Best for: Councils and government bodies that want claims, workers' compensation, safety, risk and fleet tools from one Australian vendor.
Typical customer size / segment: Insurers, TPAs, government bodies, councils and transport operators, as its site lists (figtreesystems.com.au, October 2026).
Key strengths:
- Councils and government bodies named among the audiences it serves.
- Modules for insurance claims, workers' compensation, safety, enterprise risk and fleet.
- Cloud and hosting services listed among its technology services.
Claims scope: Claims modules within a wider safety, risk and fleet suite.
Who changes workflows: Configurable, as its site describes; who configures is not stated.
Segments served: Insurers, TPAs, government bodies, councils and transport operators.
Australian and New Zealand presence: Offices in Sydney and Wellington.
Hosting, as published: Cloud and hosting services are offered; the region is not stated on its homepage.
Security certification: Not named on its homepage, which shows an "ISO Certified and compliant" badge without naming the standard.
Watch-outs: Ask which ISO standard its certification covers and where council data would be hosted.
Pricing: Not published.
3. WHS Monitor
Best for: Smaller councils and public sector bodies that want WHS incident management with a workers' compensation claims register.
Typical customer size / segment: Businesses of all sizes, public sector bodies, associations and charities. According to WHS Monitor, more than 2,500 Australian businesses use it (whsmonitor.com.au, October 2026).
Key strengths:
- Incident recording for injuries, near misses, environmental incidents and property damage.
- A "fully integrated claims management register" for workers' compensation claims.
- Return-to-work stages recorded and assigned to responsible staff.
Claims scope: A workers' compensation claims register within a WHS platform.
Who changes workflows: Not stated on the page reviewed.
Segments served: Businesses of all sizes, public sector bodies, associations and charities.
Australian and New Zealand presence: Published by Arventa Pty Ltd, with an office in Canberra.
Hosting, as published: Not stated on the page reviewed.
Security certification: Not stated on the page reviewed.
Watch-outs: Public liability and property claims sit outside what it describes, so it suits only the injury side of council claims.
Pricing: Not published on the page reviewed; a free trial is offered.
4. Solv
Best for: Large public sector employers and self-insurers whose in-house claims are mainly workplace injury.
Typical customer size / segment: Large employers. According to Solv, its software is used by 70% of self-insurance licences and 18% of Comcare licences (solv.com.au, October 2026).
Key strengths:
- Injury management, return-to-work plans and a compensation calculator.
- Legislation checks for each state.
- Data "stored and backed up locally in Australia with Microsoft Azure".
Claims scope: Workplace injury and workers' compensation.
Who changes workflows: Not stated on the pages reviewed.
Segments served: Employers and self-insured organisations.
Australian and New Zealand presence: Australian company, with data held in Australia.
Hosting, as published: Microsoft Azure, in Australia.
Security certification: Not stated on the pages reviewed.
Watch-outs: Public liability and property claims sit outside its scope.
Pricing: Not published.
What should councils check when buying claims software?
Councils should check five things before buying: where data is hosted and backed up, which entity holds the vendor's security certification, how the system handles each claim type the council keeps, how approvals match the council's delegations, and the contract terms on price changes and exit. Procurement rules may also require a tender or a panel.
Data is the first check. Claims files hold residents' personal information, so hosting, backups and support access all matter. The guide to Australian-hosted claims software records what several vendors publish.
Value for money is the second. The Victorian Auditor-General's 2018 report questioned whether councils were "procuring insurance that represents value for money", pointing to a lack of tendering. The same scrutiny applies to software. So councils should compare options on total cost and fit, and document why they chose.
Delegations are the third. Councils approve payments under formal delegations of authority. Claims software should let each approval step match the delegation, so a payment above an officer's limit goes to the right person.
Frequently asked questions
How do councils handle public liability claims?
Councils investigate public liability claims from residents, often with a site inspection, then decide liability and respond to the claimant. Many claims are covered by the council's local government mutual scheme or insurer, with the council handling claims below the excess. A claims manager or scheme administrator may run larger claims.
Do councils self-insure?
Partly. Many councils pool liability and property risk through local government mutual schemes and keep some risk below the scheme's excess, which they manage themselves. Some also self-insure workers' compensation where their state allows it. Each council's mix depends on its size, risk appetite and state rules.
What claims software do councils use?
Councils use multi-class claims platforms such as ClaimsGateway or Figtree Systems for liability, property and injury claims they handle in-house. For workplace injury alone, some use WHS platforms with claims registers or injury management systems. Larger mutual schemes often use the scheme manager's own system.
What security do government buyers require?
Government and council buyers usually ask where data is hosted, whether backups and support stay in Australia, which security certification the vendor holds and what it covers, and how access is controlled and logged. Requirements vary by state and council, so check the council's own information security policy before procurement.
Can councils buy off a panel?
Often, yes. Many councils buy software through local government procurement panels or contracts arranged by their state's local government association, which can avoid a full tender. Whether a panel applies depends on the council's procurement policy and the value of the contract. Check the council's procurement rules first.
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
- Discretionary mutual funds explained: how council mutual schemes work.
- Self-insured claims software: options for organisations handling their own claims.
- Liability claims software: platforms for liability claims.
Sources
- Victorian Auditor-General's Office. "Local Government Insurance Risks." July 2018. https://www.audit.vic.gov.au/sites/default/files/2018-07/20180725-Insurance-Risks.pdf
- Figtree Systems. Home page, checked 22 October 2026. https://figtreesystems.com.au/
- WHS Monitor. "Incident management." Checked 22 October 2026. https://whsmonitor.com.au/incident-management/
- Solv. Home page, checked 22 October 2026. https://www.solv.com.au
- ClaimsGateway. Security and compliance page, checked 21 October 2026. https://www.claimsgateway.com/platform/security-compliance
