GB Sets Ambitious Agenda for 2025
In an industry facing rapid technological evolution and talent shortages, claims management giant Gallagher Bassett is charting a strategic course for 2025 that balances growth ambitions with people-focused initiatives.
Manan Sagar, CEO of Gallagher Bassett Europe, Middle East and Asia, has outlined a three-pronged approach that promises to reshape the company's footprint in the coming year.
Following a robust start to 2025, Manan's vision centres around expanding capabilities, developing talent, and leveraging technology and data—all with an eye toward delivering exceptional outcomes in an increasingly complex risk landscape.
Strategic Acquisitions Fuel Expansion
The company's recent acquisitions signal a deliberate push into new territories and specialisations.
In February, Gallagher Bassett acquired marine specialist W K Webster & Co (WKW), followed by the integration of Caytons Law in late 2024—moves that substantially broaden the firm's service portfolio.
“Marine is a truly global line of business and the thought of Gallagher Bassett being the enabler for worldwide trade is something that drives me and the team,” Manan explains.
“Welcoming WKW into the GB family provides a platform to grow the business, particularly in North America and Europe, where we have clients in need of marine expertise.”
These acquisitions form part of a larger strategy to build comprehensive capabilities across specialised insurance domains.
“No one finishes their studies and thinks, 'I'm going to build a career in claims management.' It's our challenge to do a better job of explaining what we do”
Manan notes particular enthusiasm for developing the firm's financial lines offerings: “I look forward to us expanding our financial lines capability in 2025, following the acquisition of Caytons, especially in professional liability, cyber and medical malpractice.”
For insurtech observers, these moves represent more than mere business expansion—they indicate a significant consolidation play in an industry where specialised expertise increasingly commands premium value.
Addressing the Talent Challenge
Perhaps the most pressing issue facing the claims sector is the struggle to attract and retain skilled professionals.
Manan acknowledges this challenge head-on, particularly in the UK market, and has elevated talent development to a core priority for the year ahead.
“No one finishes their studies and thinks, 'I'm going to build a career in claims management.' It's our challenge to do a better job of explaining what we do,” Manan admits.
He emphasises the need to reframe the industry narrative: “We help people return to work after an injury. We help restore auto and property after an accident or flood.
“We help recover cargo if a ship is damaged. We need to emphasise the essentialness of our work, how we lead with empathy and try to make things right."
To combat talent shortages, Gallagher Bassett is investing in structured career development initiatives.
Manan envisions a comprehensive approach to nurturing the next generation of claims professionals: “I want to establish a development programme to find and retain young talent.
“Establishing a talent exchange programme between business units and even geographical regions would be a great way for our employees to learn new ways of working as well as challenge themselves in new environments.”
“How we leverage that data and generate the appropriate insights is going to determine how much value we can offer to our clients”
Technology as Competitive Advantage
In an insurtech landscape increasingly defined by AI capabilities and data sophistication, Gallagher Bassett is positioning itself at the forefront of technological adoption.
The company's third strategic pillar for 2025 involves substantial investment in AI and data analytics tools.
“Data holds the key,” Manan asserts. “How we leverage that data and generate the appropriate insights is going to determine how much value we can offer to our clients.”
This commitment to data-driven insights comes as UK insurers rapidly incorporate generative AI into their operations for everything from fraud detection to claims analysis.
Manan sees Gallagher Bassett's diverse service offerings as a unique advantage in this technological arms race: “New technologies are emerging that make near-real time data insights possible, and I'm excited to be a leader in a sector that's at the forefront of adopting these technologies.
“GB is uniquely positioned, having capabilities across claims management, risk consulting and legal solutions, to act on the insights we're generating and reducing cost of risk holistically.”
After weathering transformative changes in 2024 and plotting an ambitious expansion course for 2025,
Manan emphasises that certain fundamentals will remain constant amid the evolution: “GB remains outcome focused.
“Great outcomes are driven by the human elements of expertise, dedication and attention to detail. Our clients can expect us to continue delivering those same superior outcomes in 2025 and long beyond.”
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