We're pleased to announce that The Carrier Perspective: 2025 Claims Insights — the third annual edition of our much-anticipated whitepaper — is now available.
This year, we're both proud and grateful to have 200 carriers from North America, the UK, Australia, and New Zealand contribute their opinions on the key challenges transforming the global insurance industry, as well as the opportunities for carriers to grow, expand, and thrive in 2025.
In addition to typical insurance practitioners, we sought out specialty carriers, including managing general agents (MGAs) and underwriting agencies, to provide a broader perspective on the current issues facing the industry.
The results of our in-depth survey have been distilled into key insights and invaluable takeaways contributed by members of our dedicated Carrier practice team and Analytics team at Gallagher Bassett.
Covering seven essential areas, The Carrier Perspective is an indispensable resource for those striving to remain competitive and differentiate themselves in a dynamic environment with challenging market conditions.
Discover some of the important insights that carriers need to know to navigate the year ahead successfully.
Rising settlement costs raise increasing concern: Globally, 54% of survey respondents report that litigated claims are settling at higher costs — with North American carriers marking a 10-percentage point increase in these claims closing at a higher cost.
Generative AI gains a foothold: Around three-quarters of surveyed carriers identified task automation as the primary use of generative AI, with reduced operational costs cited as its most significant value.
Speed and clarity are the keys to customer satisfaction: Globally, over 60% of carriers identified clarity of communication and speed of service as the most critical factors in creating a positive customer experience.
ESG and compliance become a global business priority: 49% of carriers are enhancing environmental, social, and governance (ESG) reporting and regulatory compliance processes and integrating them into investment and underwriting decisions to adapt to growing market considerations.
Talent retention and engagement reign supreme: 72% of carriers report a moderate to significant impact on their organizational ability to grow and manage claims efficiently due to labor shortages.
Data privacy and security continue top carriers' concerns: Nearly half of both North American and global respondents identify data and cybersecurity risks as the most common challenge businesses face in the insurance landscape, making it the top mentioned concern.
Climate change increases its impact on insurance: In North America, 62% of carriers report an increasing demand for climate-specific insurance products, reflecting a 27-percent-point increase in the trend compared to the previous year.
Access your complimentary copy of The Carrier Perspective: 2025 Claims Insights and ensure you're ready to actively adjust your strategies, enhance operational efficiency, and embrace innovative solutions to overcome challenges.
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