Find Out How Today's Evolving Risk Landscape Is Shaping Business Strategies in 2025

Following RISKWORLD 2025, many partners and clients are focused on how to tackle emerging claims and risk management challenges, from rising claims costs and growing data complexity to the ethics of artificial intelligence (AI) and cybersecurity attacks. Gallagher Bassett's Joe Zinga, EVP — Risk Management, sat down with Nathan Frommelt, SVP — Risk Management Sales, to gain his perspective on current risk management trends, evolving insurance needs, and why service excellence is increasingly important as claims costs and complexities rise.

Joe Zinga (JZ): What are the top risk management trends you're seeing right now, and how do these translate into strategies clients are exploring?

Nathan Frommelt (NF): Having recently attended RISKWORLD and talked with risk managers from across the industry, I'm seeing organizations focus on three main areas: cybersecurity threats, innovative technologies, and employee wellbeing.

With the evolution of cyber threats, businesses are adopting more sophisticated cybersecurity frameworks like AI-driven security solutions, zero-trust architectures, and comprehensive incident response plans.

We're also seeing an acceleration in digital transformation, AI, and automation, which leads to new associated risks like ethical AI use, data privacy, and job displacement. To address these concerns, businesses are looking to integrate strategies like investing in digital literacy programs, ensuring robust IT governance, establishing guidelines for AI use, and offering reskilling programs for employees.

As always, the focus on employee health and wellbeing remains top of mind and continues to grow. Organizations are implementing comprehensive health programs, mental health support, and flexible work arrangements to enhance employee resilience and productivity.

These trends highlight the need for a proactive and integrated approach to risk management, in which technology and the human factor are considered in building resilient and adaptable organizations.

JZ: In this dynamic environment, how are brokers leveraging claims and risk management partners to bridge the gap between evolving risk management strategies and shifting insurance needs while ensuring continuity of service and managing client expectations?

NF: Brokers work closely with risk management partners to conduct comprehensive risk assessments, and by understanding their clients' unique challenges, they can tailor insurance solutions to align with evolving risk management strategies.

Brokers also partner with claims management experts to ensure clients receive efficient and effective claims handling. This collaboration helps streamline the claims process, reducing response times and improving client satisfaction.

In addition to these strategies, brokers leverage data analytics internally and through their partners to gain insights into emerging risks and trends. This data-driven approach allows brokers to offer proactive advice and adjust insurance coverage to meet shifting customer needs.

JZ: How is Gallagher Bassett continuing to develop its risk management information system (RMIS) capabilities in response to the growing complexity of data and analytics and the demand for real-time insights?

NF: At Gallagher Bassett , we understand the need for data-driven insights and how this information can be critical to how our clients address risk. We use cutting-edge technology like AI and machine-learning tools to enhance data processing and our analytics capabilities. By doing so, we provide clients with more accurate and timely insights that they can use to shape their risk management strategies.

Additionally, we're focusing on improving the user experience by developing intuitive, customizable dashboards that allow clients to access and interpret data more efficiently. This includes offering real-time data visualization tools that help clients make informed decisions quickly.

Gallagher Bassett is also expanding its data integration capabilities, allowing for seamless integration with various data sources and systems. This ensures that clients have a comprehensive view of their risk landscape and can leverage data from multiple channels to enhance risk management and improve operational efficiency.

JZ: How does Gallagher Bassett 's continued investment in technology — such as decision-support tools like the Waypoint suite and productivity tools like Claim Summarizer, Email Sentry, and Gallagher AI — support resolution managers (RMs) and drive better outcomes for clients?

NF: Our Waypoint suite provides advanced decision-support tools that leverage data analytics to offer insights and recommendations. With Waypoint Litigation Avoidance and Waypoint Return to Work, for example, our RMs can make more informed decisions that impact the total cost of risk and ultimately lead to improved outcomes for our clients.

Tools like Claim Summarizer streamline processes by automating routine tasks and simplifying data retrieval. We're empowering our RMs to focus on what matters most in the claims process — working with and helping our claimants. As another example, we recently added Luminos Universal Search to our RMIS platform as a data retrieval enhancement tool, which allows Luminos users to improve overall productivity.

When it comes to communication, Email Sentry monitors and manages email interactions, ensuring that important messages are prioritized and potential issues are flagged. This leads to more efficient communication with clients and stakeholders and reduces the risk of miscommunication and delays.

With Gallagher AI, our people can request writing assistance for email communication, summarize meeting notes, and conduct other text-based tasks, leveraging AI to support certain daily tasks.

JZ: As risk evolves and becomes more complex and costly for clients, why is service excellence a top priority for Gallagher Bassett , and how do we maintain this level of service across clients?

NF: In an industry where clients face significant uncertainties and financial risks, it's critical that Gallagher Bassett differentiates itself from other providers by consistently delivering high-quality service, exceeding client expectations, and responding quickly and efficiently to changing circumstances and client needs.

To maintain this level of service across clients, we employ three key strategies. The first is prioritizing innovation and implementing the technology that enhances our service and provides clients with accurate, timely, and actionable insights.

Secondly, Gallagher Bassett invests in the ongoing training and development of its employees to ensure they have the skills and knowledge necessary to deliver exceptional service and stay ahead of industry trends.

The last method Gallagher Bassett uses to maintain service excellence is quality assurance and feedback. We have implemented robust quality assurance processes and actively seek client feedback to continuously improve services over time.

Our priority is to consistently deliver service excellence, and by focusing on these areas, we can help clients navigate the complexities of risk effectively.

To find out more about how Gallagher Bassett can support your business and its needs as risk evolves, contact our team today.