The verdict in three sentences
For a brokerage of 15 to 40 people serving businesses, claims are the moment the client truly judges the broker's value, and that is often where tools are weakest. Market broker management software, at 80 to 180 EUR per user per month, handles policies and commissions well, but a custom claims module at 40,000 to 110,000 EUR (2026 European market price) becomes relevant above 500 claims a year. The gain is measured in chasers avoided, shorter settlement times and traceable advice records ready for a regulator review, whether by the ACPR in France or the FCA in London.
What a claim tracked by email costs today
A fleet, machinery breakdown or liability claim follows the same path: client notification, transmission to the insurer, loss adjuster appointment, additional documents, settlement offer, payment. Without a dedicated tool, every step goes through an email and a chaser.
| Claim step | Current tracking | Broker time per claim (estimate) | With a dedicated module |
|---|---|---|---|
| Client notification | email, phone | 20 min | client portal form, filed attachments |
| Transmission to insurer | 10 min | sent from the file, receipt logged | |
| Loss adjuster follow-up | manual chasers | 30 min | deadline-based alerts |
| Additional documents | email back and forth | 25 min | document checklist visible to the client |
| Offer and settlement | email, spreadsheet | 15 min | status updated, client notified |
| Reporting to the business client | manual monthly table | 20 min | online dashboard |
| Total | 120 min | 60 to 70 min |
On 1,500 claims a year, the gap is 1,250 to 1,500 hours, almost one full-time employee.
Broker software licence or custom module: 2026 comparison
| Criterion | Market broker software | Custom claims module | Both combined |
|---|---|---|---|
| Initial cost | 5,000 to 20,000 EUR migration and setup | 40,000 to 110,000 EUR | 40,000 to 80,000 EUR (module plugged into the software) |
| Recurring cost for 25 users | 24,000 to 54,000 EUR per year | 6,000 to 20,000 EUR maintenance | licence + 6,000 to 15,000 EUR |
| Policies and commissions | complete | to be built | covered by the licence |
| Claims workflow by line of business | generic | tailored to your lines | tailored |
| Business client portal | basic, depending on vendor | full, in the firm's branding | full |
| Advice record traceability | present | to be designed | present |
| Timeline | 2 to 4 months | 4 to 6 months | 3 to 5 months |
For most firms, the combination is the most rational: keep the licence for the regulatory and accounting core, and build only the claims layer and client portal that differentiate the firm.
Regulatory requirements to build in
| Requirement | What the tool must keep | Duration or benchmark |
|---|---|---|
| Duty to advise (IDD in the EU, Consumer Duty in the UK) | needs analysis, reasoned advice, information document | kept for the relationship and beyond |
| Registration (ORIAS in France, FCA register in the UK) | number displayed, checks on appointed representatives | annual check |
| Regulator review (ACPR or FCA) | history of exchanges and complaints | export within a few days |
| Complaints handling | acknowledgement within 10 working days in France, 8-week final response rule in the UK | regulator guidance |
| Data protection (GDPR, UK GDPR) | health data and bodily injury claims protected | restricted access, access log |
In London, FCA rules on claims handling (ICOBS 8) also require claims to be handled promptly and fairly, which a timestamped claims history helps demonstrate.
Mini case study
Stéphane, head of a 25-person brokerage in Bordeaux (illustrative persona), handles 1,500 claims a year for 400 business clients. Saving 50 minutes per claim frees 1,250 hours a year, worth 56,250 EUR at a loaded 45 EUR per hour.
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He keeps his broker software and adds a claims and client portal module at 70,000 EUR, with 12,000 EUR annual maintenance. Net gain in year one: about 44,000 EUR, a payback of roughly 19 months, before even counting the effect on business client retention, since companies compare brokers first on how their claims are handled.
FAQ
Can the module connect to insurers' extranets?
It can when the insurer offers an interface, which is still a minority in 2026. Otherwise the module centralises exchanges and deadlines, which removes most chasers.
Do we need to replace our broker software?
No, in 8 cases out of 10 the module plugs into the existing system via export or API. The interface work costs 10,000 to 25,000 EUR depending on the vendor.
How much does a standalone business client portal cost?
Between 15,000 and 35,000 EUR for viewing policies, claims and documents. It cuts follow-up calls by 30 to 50% depending on client maturity.
Is the advice record traced automatically?
Yes, if each recommendation is entered in a structured, timestamped form. It is a strong asset during an ACPR or FCA review.
What timeline for a 25-person firm?
Allow 4 to 6 months, including a 4-week pilot on one line of business, such as motor fleet.
Let's scope your project. Tell us your claims volume, main lines of business and current software: we scope the module, an indicative budget and the rollout 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.
