By: Bryan Jay
Careers rarely begin with a clear blueprint. For Bryan Jay, his path into claims management and ultimately into one of the industry's most demanding roles evolved through curiosity, courage, and a willingness to step into work that matters.
Recognition at the 2026 icare Awards has brought focus to what Bryan does every day. His work as a Senior Case Manager within Gallagher Bassett's Fatalities Portfolio, combining strong technical expertise and empathy to support families through some of life's most difficult moments, earned him the Excellence in Service Delivery award. This honour reflects not only the impact of his current role, but the deliberate steps that shaped his path to it.
Bryan began his career in claims management, building core technical expertise before joining Gallagher Bassett in August 2024. He quickly moved into medically complex claims and, within his first month, volunteered to manage fatality claims, stepping into a role defined by both complexity and responsibility.
I wanted something different. I wanted to challenge myself. Most of all, I wanted to make a difference.
Today, Bryan shares his expertise across all fatality claims across GB's New South Wales portfolio. The work is complex, emotionally demanding, and unpredictable. No two days look the same. Some are quiet, while others are shaped by urgent calls, distressed families, and time‑critical decisions.
At the centre of Bryan's role are people. "A big part of my role is helping families find clarity after losing someone at work," he says. "When everything feels overwhelming, I slow things down. I avoid legal jargon, I don't push for information, and I focus on listening. My role isn't to rush people through a process. It's to explain things clearly, be patient, and meet people where they are. Grief doesn't follow a timeline, and support shouldn't either."
Reflecting on his recognition at the icare Awards, Bryan sees it as an extension of this approach. "It means a lot, but more than anything, it reinforces that this work matters. If families feel supported and understood during a difficult time, that's what stays with you."
Bryan's progression at GB was fast and intentional. He leaned into learning, took ownership of responsibility, and quickly assumed full management of the fatality portfolio. Along the way, he began contributing beyond his immediate role. Tools and processes Bryan developed, including a fatality tracking system, have since been shared beyond GB and adopted more broadly across the sector.
Being heard is just as important to Bryan as career progression
"At GB, I don't feel like a number," he says. "People genuinely listen to my ideas and trust what I'm seeing on the ground. That level of trust builds confidence and makes you want to do better, not just for the organisation but for the people we support."
"Technical knowledge is essential. You need a strong understanding of legislation, policy and process. But it's not enough on its own. Empathy, emotional intelligence, resilience, and clear communication matter just as much. Knowing when not to ask questions is as important as knowing what to ask."
The emotional weight of fatality claims is significant. Bryan works within a specialised team structure alongside a team manager and other complex claims specialists. While GB's fatality team is small, collaboration is strong, with regular cross state discussions involving colleagues in Victoria and South Australia to share insights and strengthen approaches.
"That appreciation, knowing the work matters, is what keeps me doing what I do."
Careers are built through trust, support, and the opportunity to step into meaningful, challenging work. For those looking to grow, take responsibility and make a real difference, GB offers more than a job. It offers a career with purpose.
Interested in building a meaningful career with Gallagher Bassett? Visit the GB Careers page to explore current opportunities.
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Bryan Jay
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