The verdict in three sentences
Above 5,000 policies under management, a broker tracking claims in Excel loses clients every time a file stalls. A custom claims management web app costs about USD 25,000 to 50,000 (AED 92,000 to 184,000) in 2026 for a 5-month project. The measurable benefit is the drop in average processing time from 21 to 12 days and better retention at renewal.
What tracking claims in Excel really costs
In a mid-sized brokerage, every claim goes through four to six exchanges: the insured's notice by phone or WhatsApp, document collection (police report, invoices, photos, loss adjuster report), transmission to the insurer, follow-ups, then settlement tracking. When everything lives in a shared spreadsheet and inboxes, nobody knows in real time where a file stands. Claims handlers spend their day saying « let me check and call you back ».
| Indicator | With Excel and email | With a dedicated app |
|---|---|---|
| Average claim processing time | 21 days | 12 days |
| Inbound follow-up calls per claim | 4 to 6 | 1 to 2 |
| Incomplete files sent to the insurer | 30% | under 8% |
| Claims handled per handler per month | 60 | 100 |
| Management visibility on late files | None or weekly | Real time |
| Audit trail in case of dispute | Partial | Complete, timestamped |
Key features and their budget
The app does not replace your policy administration system. It plugs into it and covers the full claim cycle.
| Module | Scope | Indicative 2026 budget (USD) |
|---|---|---|
| Online first notice of loss | Guided form, photos, documents, tracking via secure link | 4,000 to 7,000 |
| Internal workflow | Statuses, assignment, automatic reminders, target deadlines | 6,000 to 11,000 |
| Connection to 6 insurers | Standardised transmission via API or structured email per insurer | 5,000 to 14,000 |
| Adjuster and garage portal | Report and estimate upload | 2,500 to 5,000 |
| SMS and WhatsApp notifications | Acknowledgement, document request, settlement | 1,500 to 3,000 |
| Management dashboard | Delays by insurer, line of business, handler | 3,000 to 6,000 |
| Data migration and training | Import of Excel history | 2,000 to 4,000 |
The main variable is the insurer connections: some expose APIs, others only accept email or their own portal. Scoping must inventory them in week one. Then budget USD 400 to 900 per month for hosting, maintenance and minor changes.
Off-the-shelf software or custom build
| Criterion | Market broker software | Custom app |
|---|---|---|
| Upfront cost | USD 6,000 to 15,000 | USD 25,000 to 50,000 |
| Annual cost | USD 150 to 300 per user | USD 4,800 to 10,800 (flat) |
| Fit with your 6 partner insurers | Limited to built-in connectors | Complete |
| Online notice in English and Arabic | Varies | Designed in from day one |
| Ownership of code and data | No | Yes |
| Data protection compliance (UAE PDPL, DIFC rules) | Check with vendor | Built into the specification |
Off-the-shelf software suits a new brokerage. At 8,000 policies and 15 handlers, licence costs and manual workarounds make a custom build competitive within 3 years.
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Mini case study
Omar, operations director of a brokerage in Dubai, manages 8,000 policies and about 1,400 claims a year. His 6 handlers each process 60 files a month. With the app, capacity rises to 100 files per handler, avoiding two planned hires, about USD 24,000 a year in loaded payroll at a regional cost level (higher in Dubai). The firm also expects to retain 2% more clients at renewal, 160 policies and about USD 19,000 in annual commission. For a USD 38,000 project, payback comes in under a year.
FAQ
How long does the project take?
Allow 5 months: 4 weeks of scoping including the 6-insurer inventory, 12 weeks of development and 4 weeks of pilot on one line, often motor. Rollout to other lines follows in 2 to 3 weeks.
Will policyholders really file claims online?
In the projects we have seen, 40 to 60% of notices go through the online form after 6 months, especially when the link is sent by WhatsApp. Phone remains available for the rest.
How is policyholder data protected?
Health and identity data fall under data protection law. The app includes encryption, role-based access, access logging and compliant hosting.
Can we connect our existing policy system?
Yes, if your system exports policies via API or file. The connector usually adds USD 3,000 to 6,000 to the budget.
Let's scope your project. Tell us your annual claims volume and your list of partner insurers, and we will price the scope, indicative budget and a 5-month plan. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
