The verdict in three sentences
For a broker handling 4,000 claims a year, a custom claims management platform costs between EUR 40,000 and 75,000 excl. VAT in 2026 (roughly GBP 34,000 to 64,000), with hosting and maintenance on top. The main gain comes from cutting average handling time from 21 to 9 days, achieved through structured online claim notification and automated exchanges with insurers via API. Against off-the-shelf software billed at EUR 25 to 60 per user per month, a custom build pays for itself within 2 to 3 years once the firm has more than 20 handlers or specific insurer flows.
What the platform must do, and what each component costs
A brokerage does not handle claims like an insurer: it sits between the policyholder, the carrier, the loss adjuster and sometimes the repairer. The platform must therefore centralise documents, log every chase-up and give clients clear tracking without calling their handler. Here is the typical 2026 budget breakdown for a firm with 15 to 30 claims handlers.
| Functional component | Scope | 2026 budget (EUR excl. VAT) |
|---|---|---|
| Online claim notification | Guided form per claim type, attachments, e-signature | 6,000 to 10,000 |
| Status tracking | Configurable workflow, email and SMS alerts, client portal | 8,000 to 14,000 |
| Insurer API exchanges | EDI or REST API connectors to 3 to 6 carriers | 10,000 to 22,000 |
| Claims document management | Automatic filing, OCR, retention periods, access rights | 5,000 to 9,000 |
| Management dashboard | Lead times, open claims, loss ratio by client and line | 4,000 to 8,000 |
| Security and compliance | GDPR, audit log, strong authentication, health-grade hosting if needed | 4,000 to 8,000 |
| Testing, data migration, training | Historical import, UAT, 2 training sessions | 3,000 to 4,000 |
The most variable item is the insurer connectors. Some carriers expose modern APIs, others still rely on file exchanges or extranets with no programmatic interface. A two to three day audit upfront lets you price this item precisely before signing.
Custom build or off-the-shelf software: the numbers
Broker management systems often include a claims module. They suit small firms, but their workflows are rigid and insurer connectors are limited to the largest carriers. Here is a 5-year comparison for 25 users (2026 order of magnitude).
| Criterion | Off-the-shelf software | Custom platform |
|---|---|---|
| Upfront cost | EUR 3,000 to 8,000 for configuration | EUR 40,000 to 75,000 |
| Recurring cost | EUR 25 to 60 per user per month, i.e. EUR 7,500 to 18,000 a year | Hosting and maintenance EUR 6,000 to 12,000 a year |
| 5-year total cost | EUR 40,500 to 98,000 | EUR 70,000 to 135,000 |
| Specific workflows | Limited to available settings | Unlimited, aligned with your processes |
| Insurer connectors | Major carriers only | All your partner carriers |
| Code and data ownership | Vendor | Brokerage |
| Client portal under your brand | Rarely | Yes |
Custom costs more in absolute terms, but it is justified by productivity gains: that is where ROI is made, not in licence savings.
The ROI calculation: where the 12 saved days come from
The drop from 21 to 9 days of average handling time comes from three mechanisms. Structured notification removes back-and-forth for missing documents, which accounts for 4 to 6 days on average. API transmission to the insurer saves 2 to 3 days of re-keying and waiting. Finally, automatic reminders at D+3 and D+7 reduce dormant files.
| Indicator | Before | After (estimate) |
|---|---|---|
| Average handling time | 21 days | 9 days |
| Handling time per file | 2 h 10 | 1 h 15 |
| Inbound « where is my claim? » calls | 1,600 a year | 500 a year |
| Incomplete files at opening | 38 % | 12 % |
| Claims client satisfaction | 6.4 / 10 | 8.1 / 10 |
Mini case study
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Emma, head of operations at a London brokerage, manages 18 claims handlers for 4,000 files a year. Saving 55 minutes per file represents 3,670 hours a year. At EUR 38 loaded cost per hour, that is EUR 139,000 of capacity freed every year, reallocated to underwriting and advice. With a EUR 62,000 project and EUR 9,000 of annual maintenance, payback comes in under 7 months, even counting only half the theoretical gain.
FAQ
How long does delivery take?
Allow 4 to 6 months for a complete first version, including 3 to 4 weeks of scoping. A pilot limited to online notification and tracking can go live in 10 to 12 weeks.
Can we connect to every insurance carrier?
Yes, but not all in the same way. Large carriers expose APIs or EDI flows, smaller ones go through file exports or semi-automated connectors, priced at EUR 2,000 to 5,000 each.
What regulatory requirements must be built in?
GDPR requires a processing register, retention periods and an access log. For health-related claims, certified health data hosting is needed, adding about 15 to 25 % to hosting costs.
Can the platform replace our broker management system?
That is not the initial goal: it connects to your existing tool to pull policies and clients. A two-way integration usually costs EUR 5,000 to 12,000 depending on the vendor.
What maintenance budget should we plan?
Plan 15 to 20 % of the initial cost per year, i.e. EUR 6,000 to 12,000 for hosting, security updates and connector changes.
Let's scope your project. We scope your claims platform in two weeks: functional perimeter, insurer connectors required, budget between EUR 40,000 and 75,000 and delivery 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.
