People-centred, AI-powered: Gallagher Bassett
Recently appointed Head of Quality Assurance, Victoria Beaumont, says: "Growing our Quality Assurance team enables us to conduct more frequent evaluations of both our claims handlers and operational processes."
"This approach allows us to prioritise important areas such as fraud detection and prevention, proactive claims management, and compliance with Consumer Duty.”
This follows the acquisitions of Caytons Law and WK Wester earlier this year, which propelled the company into new territories as part of its growth strategy and followed its people-centred mission.
“Acquisitions present a valuable opportunity to combine our expertise and enhance our capacity to deliver outstanding results for our clients.
“By incorporating the knowledge and best practices of our colleagues at Caytons and WK Webster, and more broadly the global Gallagher Bassett organisation, our clients can expect even greater service.”
How is AI improving insurance services?
Insurance, at its core, relies on data to inform claims and make decisions.
A recent report from McKinsey included figures that insurance leaders using AI are creating 6.1 times the total shareholder return (TSR) than insurers that don’t use AI.
“Artificial intelligence is reshaping the insurance sector, for both insurers and insureds alike. Through considered and strategic investment, Gallagher Bassett is partnering our claims handlers and loss adjusters with the right AI tools to empower them to deliver even greater outcomes for our clients,” says Victoria.
AI is also used across the industry to automate identity verification, policy assessment, risk management, and, recently, for battling fraudulent claims.
“By adopting technologies like this, we expect to achieve substantial enhancements in our claims management processes. Our proactive strategy focuses on strengthening our team's capabilities and addressing potential challenges at an early stage, effectively reducing risk for our clients,” adds Victoria.
Companies utilising AI for claims management include Swiss Re, which partnered with generative artificial intelligence (Gen AI) platform mea to make this a reality.
The technology eliminates much of the manual processing, allowing organisations to handle inbound submissions with fewer resources and faster turnaround times.
Elsewhere at Gallagher Bassett
Gallagher Bassett is currently testing a cutting-edge telephony system designed to increase productivity, support staff wellbeing and deliver better customer service when deployed later this year.
The company is positioning itself at the forefront of technological adoption through substantial investments in AI and data analytics tools. Gallagher Bassett recognises that data holds the key to client value, focusing on leveraging information to generate actionable insights.
The firm exploits its diverse service offerings – spanning claims management, risk consulting, and legal solutions – to act on generated insights and reduce the cost of risk holistically.
Management sees the company as uniquely positioned to lead in adopting emerging technologies that enable near-real-time data insights.
CEO of Gallagher Bassett Europe, Middle East and Asia, Manan Sagar, said in a statement earlier this year: “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.”
Throughout this transformation, Gallagher Bassett maintains its outcome-focused approach, ensuring that expertise, dedication, and attention to detail continue driving superior client results in 2025 and beyond.