Gallagher Bassett boosts claims quality with new QA strategy

Gallagher Bassett is advancing its approach to quality claims’ outcomes with a strategic collaboration between the company’s quality assurance (QA) and operational teams, following the recent promotion of Victoria Beaumont to head of quality assurance.

"Growing our quality assurance team enables us to conduct more frequent evaluations of both our claims handlers and operational processes," Beaumont stated. "This approach allows us to prioritise important areas such as fraud detection and prevention, proactive claims management, and compliance with consumer duty."

The development of the quality assurance function has been accelerated by Gallagher Bassett's recent acquisitions of Caytons Law in December 2024 and WK Webster in February 2025.

According to Gallagher Bassett acquisitions present a valuable opportunity to combine its expertise and enhance its capacity to deliver outstanding results for its clients. By incorporating the knowledge and best practices of their colleagues at Caytons and WK Webster, and more broadly the global Gallagher Bassett organisation, their clients can expect even greater service, the company said.

In addition to the expansion of the QA team, the company is exploring how innovative AI tools can further uplift the QA process. The company has commenced testing of a state-of-the-art telephony system, which is expected to enhance productivity, staff wellbeing, and improve customer service when the product rolls out later this year.

“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,” said Beaumont.

Beaumont predicts this change will deliver significant wins both operationally and strategically for Gallagher Bassett and its clients. She said: “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.”

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