Claims Software for Insurance Brokers: 7 Things to Lookout For
What to look for in broker claims software: one view across insurers, automatic client updates, insurer chasing, and how it differs from MGA and insurer systems.
Broker claims software gives a broker one place to track every claim across all insurers, chase them when they are slow, and keep clients updated. It differs from insurer and underwriting agency (MGA) software, which focuses on deciding, paying and overseeing claims. This guide covers the seven things brokers need, how that differs from MGAs and insurers, and what to ask a vendor.
Broker, MGA and insurer claims software at a glance
| Broker | Underwriting agency (MGA) | Insurer | |
| Role in a claim | Acts for the client | Decides within limits set by the insurer | Owns the claim and pays it |
| What matters most | Visibility and service | Control and evidence | Control, oversight and reporting |
| Main task | Lodge, chase and keep the client informed | Assess, approve and report to the insurer | Assess, pay and oversee agencies and suppliers |
Why is a broker's claim different?
You act for your client, but the claim sits with the insurer. You do not decide it or pay it. Your job is to lodge it well, keep it moving and keep your client informed. You do this across many insurers, each with its own forms, portal and pace.
Most claims software is built for the people who decide and pay claims. It rarely fits the broker's job.
What matters most to a broker?
1. One view of every claim
Your claims are spread across many insurers. You need one place that shows every open claim, who has it, what happens next and what is overdue. Your client calls, and you can answer straight away.
2. One easy way in
Clients send details by email, phone and form. Every insurer wants its own form on top. Good software gives you one simple way to lodge a claim, and keeps each email and document with the right claim.
3. Clients who are never left waiting
Most client frustration comes from silence. The software should remind your team to update clients, or send updates for you, so nobody wonders what is happening.
4. Chasing insurers without the effort
When an insurer is slow, someone has to notice and follow up. You want reminders as a deadline gets close, and a clear way to escalate when a claim is stuck.
5. Your process, your rules
Every brokerage works a little differently. You should be able to set your own steps, forms and deadlines yourself, and change them later without waiting for a developer. When someone is away, claims should move to a colleague in a click.
6. Reports you can actually use
Your claims data is useful to you. You may want to see how each insurer performs, how long claims take, or what is open for one client. Look for software that lets you report on it any way you need.
7. Staying on track with the Insurance Brokers Code
The Insurance Brokers Code of Practice sets standards for how brokers handle claims. Software that tracks timelines and prompts your team makes those standards easier to meet.
How is this different for MGAs and insurers?
An underwriting agency decides claims, but only within the limits its insurer sets. Its software has to hold those limits, produce reports for the insurer and show good records on request. Our guide for underwriting agencies covers this in detail.
An insurer owns the claim and pays it. It needs reserves, payments and reporting, and it must oversee the agencies and suppliers that handle claims for it, including under APRA's CPS 230.
In short, agencies and insurers care most about control and evidence. Brokers care most about visibility and service.
Questions to ask a claims software vendor
- Can I see every open claim, across all insurers, in one view?
- How do claims, emails and documents get in, and do they reach the right claim?
- What happens when a client has not heard from us, or an insurer is slow?
- Can I set my own steps, forms and deadlines without a developer?
- Does it help us meet Insurance Brokers Code timelines?
- How easily can I report by insurer, by client and by team member?
- Can I move claims to a colleague when someone is away?
- What does it connect to, including my broking system?
- What is the total first-year cost, and how soon can I lodge my first live claim?
How does Curium's broker desk work?
A broker's job is mostly to chase, relay and keep the client informed. Curium's broker desk is built around that. It sits on top of our Claims Platform, so your claims, documents and deadlines stay in one place.
- One view of every claim. See your open claims, what needs action today, your chasing queue and how quickly each insurer responds.
- A timeline, not an inbox. The inbox is where mail gets sorted. Once sorted, every task lives on the claim, so nothing is left sitting in someone's email.
- The next step is always clear. When a claim comes in, Curium sorts it, sends the acknowledgement and spots missing information. It drafts the email for your team to review. Chase reminders are scheduled for you, for example at day 3 and day 12, then a call.
- Insurer replies handled. When an insurer responds, Curium flags declines and disputes, and drafts a reply with the reasoning. It can update your client by email or SMS.
- Quick coverage checks. Drop in the policy wording and AI reads it and gives you a coverage checklist. It works with any product.
- An insurer scorecard. See how each insurer performs, without keeping a spreadsheet.
- Complaints spotted for you. Suspected complaints in client emails are flagged on the claim and in the inbox.
- Your rules. Curium is no-code, so your team can set up forms, workflows and rules itself.
Your team stays in charge. Curium prepares the work and suggests the next step, and your people decide.
Frequently asked questions
What is broker claims software?
Broker claims software is a system that helps a broker lodge claims, track them across insurers, chase progress and keep clients informed. It keeps each claim's documents, emails and deadlines in one place.
How is broker claims software different from insurer claims software?
Insurer software helps decide and pay claims, and oversee those who handle them. Broker software helps relay and chase claims, and keep the client informed. A broker does not assess the claim or pay it, so it needs visibility and follow-up more than assessment tools.
Does a broker need claims software if the insurer handles the claim?
Yes, if you want to see every claim in one place. Each insurer has its own system and pace. Without your own view, your team relies on emails and spreadsheets to know what is open, overdue or waiting on the client.
Can AI help with broker claims handling?
Yes. AI can sort new claims, spot missing information, draft emails and chase reminders, flag declines and read policy wording to build a coverage checklist. Your team reviews the drafts and makes the decisions.
What should I look for in broker claims software?
Look for one view across all insurers, easy ways to get information in, automatic client updates, insurer chasing, a process you can set yourself, usable reporting and support for the Insurance Brokers Code. The vendor questions above are a good checklist.
Author:
Tetiana George, CEO of Curium, Co-Chair of Insurtech Australia and member of ASIC Digital Finance Advisory Committee. LinkedIn Profile.
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