UK MGA Insurance Market Report 2026
UK MGAs wrote about £7.2bn of premium in 2025, up a fifth. Lloyd's, the FCA, the PRA and the capital behind MGAs spent the same year deciding how much of it to trust.
Buyer's Guide
Claims Routing Tool: Buyer's Guide for 2026
How claims routing actually works, the capabilities worth testing, and eight systems that handle assignment and escalation differently.
A claim can lose valuable time before an adjuster starts reviewing it. Missing information, unclear ownership, and repeated transfers between teams all create delays. A claims routing tool helps establish who should handle the case, what needs to happen next, and when additional review is required.
The right solution connects routing with the rest of the claims process. Intake, policy information, documents, financial controls, and customer updates should support the same operational flow.
Claims Routing Software: General Definition
Claims routing software assigns claims and related tasks to the appropriate person, team, or work queue. It uses information about the case and the insurer's handling rules to determine the next step.
Routing usually operates within a broader claims management system, which also supports reporting a loss, reviewing coverage, recording reserves, approving payments, and closing the claim. Assignment can happen at intake and again as the case develops. Guidewire's claims assignment documentation, for example, describes automated assignment after FNOL and subsequent reassignment.
Consider an illustrative motor claim. The initial information may send it to a general handling team. A later repair estimate could trigger an additional approval, while evidence of a more complex loss could require a specialist. Each transfer should preserve the claim history and make the next person's responsibility clear.
When evaluating routing software, examine the decisions it can support: which criteria determine ownership, how workload affects assignment, what triggers escalation, and how staff can intervene when a case needs different handling.
Key Features of Claims Processing Solutions
Routing works best when it draws on reliable information and connects to the actions that follow. Use the following capabilities as a checklist when evaluating a claims processing solution.
Guided Digital Intake & Coverage Verification
Look for intake through web forms, portals, email, and APIs, with questions adapted to the type of loss. Validation should identify missing details before the case moves forward. Access to the relevant policy, coverage dates, limits, and deductibles helps teams establish the appropriate handling path.
Configurable Routing & Assignment Rules
Teams should be able to define routing criteria around claim type, severity, exposure, expertise, and workload. Ask how the system handles unavailable adjusters, changing capacity, and reassignment. There should also be a clear route for cases that do not match an existing rule.
Custom Workflows, Approvals & Escalations
Different products and losses need different processes. Look for configurable stages, decision branches, approval thresholds, reminders, and service deadlines. Workflow testing and versioning help teams check a change before applying it and understand which process governed an existing case.
A Central Claims Workbench
Adjusters need policy information, documents, notes, correspondence, tasks, and financial activity in one accessible workspace. Configurable layouts and queues help each team focus on relevant information. A handover should give the next handler enough context to continue without repeating earlier work.
Reserve, Payment & Recovery Controls
Routing should connect with financial authority. Reserve changes and payments may require different approval levels depending on the amount or role involved. Recovery work also needs ownership, follow-up tasks, and a record of money received, so teams can track the net cost of the claim.
Customer Communication & Self-Service
Claimants should be able to provide supporting information and understand the status of their case. Automated updates, document requests, and a portal can reduce routine enquiries. Keep correspondence attached to the claim so any authorized handler can see what the customer has been told.
Custom Dashboards & Operational Reporting
Managers need visibility into unassigned claims, overdue tasks, workloads, reserve movements, and time spent at each stage. Look for dashboards that can be adapted to different roles and reports that reveal the records behind a metric. This helps teams find where claims are waiting and why.
AI Assistance Within the Workflow
Useful AI capabilities include extracting information from documents, summarizing a claim, classifying incoming correspondence, and drafting an update. Evaluate how staff check and correct those outputs. Routing recommendations should remain connected to the insurer's rules, approval requirements, and available evidence.
Integration With Other Insurance Systems
Check how the solution exchanges information with policy administration, finance, payment providers, fraud services, and external assessors. Integrations should support actual workflow steps, such as requesting an assessment or returning a payment status, with a clear way to identify and resolve failed transfers.
Role-Based Access & Audit History
Adjusters, supervisors, external partners, and investigators need different permissions. The system should record assignments, status changes, decisions, and financial approvals, including who made each change. This history supports internal review and helps explain how a claim reached its current position.
Claims Processing Software: 10 Capabilities to Check
What to put in front of a vendor, in the order a claim moves.
- Guided digital intakeForms, portals, email or API, with questions that follow the type of loss.
- Coverage verificationThe policy, dates, limits and deductibles that decide how the claim is handled.
- Routing and assignmentDirection by claim type, severity, exposure, expertise and current workload.
- Workflows and approvalsStages, decision branches, approval thresholds and service deadlines per product.
- Claims workbenchDocuments, notes, correspondence, tasks and financial activity in one workspace.
- Reserves and paymentsReserve changes, payment authority and recoveries tied to the right approval level.
- Customer communicationAutomated updates and document requests, with replies kept on the claim.
- Dashboards and reportingUnassigned claims, overdue tasks, workloads and time spent at each stage.
- AI inside the workflowExtract document details, summarize a case and draft an update for a handler to check.
- Access control and auditA record of who assigned, decided or approved what, and when.
8 Best Claims Processing Tools in 2026
The following shortlist includes dedicated claims applications, broader insurance systems, and configurable workflow software. Each approaches routing differently, so ask vendors to demonstrate a routine claim, an exception, and a reassignment under a heavy workload. For a wider view of the category, see our roundup of claims management software.
1. Guidewire ClaimCenter
Guidewire ClaimCenter supports P&C claims from intake through closure. Its assignment capabilities cover claims, activities, and individual exposures, allowing different parts of a case to reach the people responsible for handling them.
This is relevant when a claim involves several workstreams. A specialist can take responsibility for a particular exposure while other work continues elsewhere. ClaimCenter also supports activity queues and assignment rules for organizing follow-up work.
Key features:
- Digital intake with policy search and retrieval.
- Automated claims and activity assignment.
- Group queues and options for reassignment.
- Separate handling of exposures that require specialist expertise.
- APIs for connecting claims processes with other applications.
2. Openkoda Policy Administration Software
Openkoda is a highly customizable policy administration system with a deeply configurable claims module, so claims routing sits inside a wider operational process. Policies, underwriting, claims, billing, documents, and reporting are managed through connected modules, giving teams access to information from across the insurance lifecycle.
Within the claims module, insurers can configure claim types, statuses, routing rules, and workbench layouts. A straightforward loss can follow a short handling path, while a complex claim moves through specialist review, additional document requests, and approval stages. Assignment, reminders, and escalations can be automated around those processes.
The system can evolve with the insurer's requirements. Teams can adjust business rules and workflows, connect external services, and use custom development support when they need functionality beyond standard configuration.
Key features:
- Guided FNOL: Capture loss information through multiple channels, with intake adapted to the claim type.
- Custom routing and workflows: Configure assignments, approval stages, reminders, and escalations around your handling procedures.
- Claims workbench and queues: Keep documents, correspondence, notes, and financial movements accessible to handlers.
- Financial controls: Manage reserves, payment authority, approval limits, and recoveries with an audit history.
- AI assistance: Extract document information, summarize claims, and draft correspondence for review through Openkoda AI, available on a separate subscription.
- Custom dashboards and integrations: Build operational views, use Reporting AI to ask questions in plain English, and connect external finance, document, or assessment services.
See how your claims process could work in Openkoda. Explore routing rules, approval paths, and the claims workspace in a live demo tailored to your requirements.
3. Duck Creek Claims
Duck Creek Claims combines claims lifecycle management with configurable assignment and routing. Its rules can use coverage type, handler expertise, and workload information to direct cases, while escalation and load balancing support teams during busy periods.
The system also connects routing with investigation, reserves, payments, and recovery work. It is worth considering for P&C insurers seeking detailed control over several stages of claims handling.
Key features:
- Routing based on coverage, expertise, and workload.
- Automated escalation and workload balancing.
- Configurable claims workflows and coverage verification.
- Investigation, reserve, payment, and recovery capabilities.
- Integrations with external vendors and data providers.
4. Sapiens ClaimsPro
Sapiens ClaimsPro supports personal and commercial insurance claims through configurable workflows, automated assignment, and case management. Its routing capabilities include workload balancing, while predictive models can support initial severity assessment.
ClaimsPro also brings documents, activities, and communications into a central case record. Its catastrophe management capabilities make it relevant to insurers that need to organize claims activity during events affecting many policyholders.
Key features:
- Rules-driven workflows and automated claims assignment.
- Workload balancing across claims teams.
- Configurable dashboards and user work views.
- Centralized case documents, activities, and communications.
- Catastrophe exposure assessment and response support.
5. Majesco Claims for P&C
Majesco Claims for P&C manages claims from FNOL through closure, with analytics and AI assistance available within adjuster workflows. Its Copilot and task-specific agents can help teams summarize information, triage and assign work, and prepare correspondence.
The system also provides task management and connections to external services. It is a candidate for P&C insurers evaluating claims automation alongside AI assistance with approvals and audit controls.
Key features:
- Claims lifecycle workflows from intake to closure.
- AI-assisted triage, assignment, and claim summaries.
- Task management with templates, notes, and attachments.
- Embedded analytics and two-way email communication.
- Approval controls and an audit history for automated activity.
6. Pega Platform for Claims Workflows
Pega provides case management and workflow tools that insurers can configure around claims processes. Its routing capabilities can assign work to an individual or a queue using information such as claim amount or location.
Pega also supports predictive approaches to prioritization and escalation. This makes it worth considering when the main requirement is coordinating work, exceptions, and decisions across an insurer's existing applications.
Key features:
- Assignment to individual worklists or shared queues.
- Routing conditions based on case information.
- Configurable case stages and decision paths.
- Predictive prioritization and escalation options.
- Workflow coordination across connected systems.
7. Insurity Sure Claims
Insurity Sure Claims supports claims processing with configurable workflows and automated adjuster assignment. Assignment can take account of skills, geography, and availability, helping teams direct work according to their operating model.
The product also includes alerts, diaries, digital communication, and integrations for claims payments and analytics. It is relevant to P&C carriers and MGAs seeking a claims application with configurable handling rules.
Key features:
- Adjuster assignment using skills, location, and availability.
- Configurable workflows for routine handling and catastrophe response.
- Automated alerts, diaries, and settlement letters.
- Digital communication and claims payment integrations.
- APIs and connections to analytics capabilities.
8. BriteCore Claims
BriteCore Claims connects claims administration with business process management inside the wider BriteCore offering. Policyholders, agents, and adjusters can submit a loss through their portals, with relevant policy and contact information carried into the claim.
The system supports collaboration, financial tracking, and assignment of multiple adjusters to one claim. It is worth considering for P&C insurers seeking claims handling connected to their policy records and digital service channels.
Key features:
- Portal-based FNOL with pre-populated policy information.
- Assignment of multiple adjusters to a claim.
- Notes, diaries, reminders, and supporting documents.
- Coverage-level reserves, payments, and deductible tracking.
- Claims dashboards, reporting, and recovery capabilities.
Future of Claims Processing Software: Using Generative AI for Faster Routing
Routing depends on information that often arrives in emails, attachments, photographs, and free-text loss descriptions. Generative AI can help prepare that information for review by extracting details, summarizing a case, and identifying what needs attention next.
These capabilities are already appearing in claims products. Majesco's claims offering, for example, describes AI assistance for summarization, triage, assignment, and correspondence within adjuster workflows.
It helps to separate three functions when evaluating a solution:
- Information preparation: Extracting and organizing the facts needed to assess a claim.
- Routing recommendations: Suggesting a queue, specialist, or handling path based on the available context.
- Workflow execution: Applying the insurer's assignment rules, approval requirements, and escalation process.
Ask a vendor to demonstrate how these functions work together when information is incomplete or changes midway through a claim. Handlers should be able to inspect the source material, correct the record, and understand why work was assigned or escalated.
The practical goal is to reduce time spent preparing and transferring cases while giving the next handler useful context. A strong claims routing solution makes ownership clearer, keeps tasks moving, and preserves the evidence behind each decision.
