Risk Consulting
Gallagher Bassett's risk consulting solutions help you reduce accidents, strengthen defensibility, and lower your total cost of risk.
When claims pressures mount, every gap in resource, process, or expertise becomes a risk. Gallagher Bassett's claims consulting solutions give you immediate relief and lasting impact. We step in quickly, ease your pain points, provide immediate support, strategic guidance, and process optimisation. We help your team ease workload pressures, enhance the end-to-end claims journey and focus on live programmes, customer satisfaction and business growth.
What makes Gallagher Bassett claims consulting different
We combine deep subject matter expertise with the scale of a global organisation. Our consultants understand your systems, workflows, and regulatory requirements, providing complete visibility throughout every project. We close resource gaps, respond quickly to surge requests, and bring fresh eyes to legacy claims, enabling clients to focus on live programmes. With Gallagher Bassett, you gain a partner who knows your business and delivers measurable outcomes while protecting client relationships and brand reputation.
Our unique advantage lies in our proven experience helping insurers, brokers, and corporates across the UK to:
- Scale efficiently during surges and catastrophic events
- Navigate complex regulatory changes
- Clear legacy claims portfolios
- Strengthen operational resilience and process efficiency
When you might need our claims consulting services
Our consultants can be deployed quickly and efficiently to address urgent challenges or longer-term operational needs. You may benefit from our expertise in situations such as:
- Sudden resourcing needs or departmental bandwidth issues
- Regulatory or compliance requirements
- Mergers, acquisitions, or business restructuring
- Integration of new technology platform
- Legacy claims management or backlog clearance
- Independent auditing and operational review
- Complaints management
Tailored claims consulting solutions
Our claims consulting solutions are designed to mitigate risk, reduce operational pressure, and optimise claims handling.
At Gallagher Bassett Claims Consulting, we deliver independent, data-driven analysis that empowers clients to make informed decisions about their claim's performance.
Our regulator-aligned analysis framework, refined through client feedback, enables accurate benchmarking, performance insight, and process enhancement. Each engagement is tailored to your business in order to enhance operational performance, reduce leakage, and provide full visibility of your claims process.
Our analysis covers:
- First Notification of Loss (FNOL)
- Policy verification and validation
- Investigation and liability validation
- Reserve management (initial vs. final payment)
- Financial leakage and subrogation reviews
- Fraud detection and system compliance
Effective complaints management is essential for maintaining customer trust and regulatory compliance. Our complaints management consulting service helps you identify root causes, improve customer journeys, and strengthen supply chain performance.
Our services and support include:
- Root cause analysis
- Customer journey improvement
- Supply chain audits
- Skill development & training
- Recruitment support
- Training courses
- Insource or outsource flexibility
- Coverage across property, motor, casualty, travel, accident and health (A&H), and specialty lines
Legacy portfolios can tie up capital, drain resources, and slow business growth.
Gallagher Bassett's legacy claims consulting service helps efficiently manage run-off claims, unlocking reserve funds, and restoring operational focus by solving for common pain points across people, technology, and finance without disruption.
Our expert support includes:
- End-to-end management of run-off claims
- Scalable resourcing and quality control
- Self-managed solutions to free internal teams
- Cost control and technical excellence
- Pay-as-you-go resourcing without long-term commitments
- White-labelling to protect brand identity
General audit services
Gallagher Bassett's audits services ensure compliance with Consumer Duty and regulatory obligations while improving operational performance.
- Desktop audits, pop-up site visits, and follow-on audits
- Open file reviews and external site visits across property building repair networks
- Focus on customer journey and indemnity spend controls
Operations audit services
Gallagher Bassett's operations audit services are tailored to your organisation and come complete with bespoke reporting that gives you actionable recommendations to increase your operational efficiency.
- Company structure audit: Review hierarchy, reporting lines, decision-making, and organisational design
- Operational audit: Assess operational processes, efficiency, and resource utilisation
- Interim management audit: Evaluate interim managers' performance and provide optimisation recommendations
S166 audit services
Gallagher Bassett's S166 audit services ensure regulatory compliance, operational confidence, and continuous improvement in claims performance.
- Independent audits performed onsite or remotely
- Covers FNOL, policy verification, investigation, life-cycle management, reserve management, liability and quantum validation, financial leakage, subrogation, supply chain management, peer review, system compliance, and fraud
- Ensures full regulatory compliance for S166 requirements
Climate change has increased the frequency and severity of CAT (catastrophic) weather events, creating spikes in claims volumes. Gallagher Bassett's surge support service provides the capacity, agility, and expertise to maintain stability and customer service during high-pressure periods.
Our surge solutions include:
- 24/7 technical intake
- Intelligent triage (GB live video technology)
- Property repair and restoration
- Chartered loss adjusting and surveying
- Response management
- Major Event/CAT response
- Burst resourcing
Gallagher Bassett's burst resourcing solution provides experienced claims professionals to support your operations during periods of delivery pressure.
It combines the flexibility of outsourcing with the control of an insourced service, ensuring continuity, technical excellence, and operational efficiency — without long-term commitments.
Our burst solutions include:
- Responding to backlogs or operational pressure points
- Conducting file review and audits to identify improvement opportunities
- Proactively assisting customers
- Maintaining fixed headcount control
- Delivering high technical quality with cost control and customer experience enhancement
- Eliminating non-productive management time and expensive short-term recruitment
- Pay-as-you-go resourcing to avoid long-term commitments
Future-proof your claims operations. Gallagher Bassett's Surge Guard+ ensures your business is equipped with on-demand claims expertise whenever and wherever you need it, protecting both your brand and your customers.
Our dedicated claims teams seamlessly integrate with your operations or work remotely, using your systems or ours. Multi-class coverage includes property, motor, casualty, travel, A&H, and specialty lines.
What Surge Guard+ can do for you:
- Risk mitigation and continuity planning
- Dedicated claims specialists on short notice
- On-demand bandwidth support without increasing permanent headcount
- Exceptional technical quality with cost control, reducing leakage
- Independent operation allowing internal teams to focus on priorities
- Comprehensive solution eliminating reliance on multiple short-term hires
- Retainer-based security guaranteeing rapid resource deployment
Ensure compliance and customer-centric outcomes. Gallagher Bassett's consumer duty support helps businesses meet regulatory obligations while delivering a superior customer experience.
Our team specialises in supporting vulnerable customers, offering alternative communication formats, tailored messaging,and personalised engagement to enhance interaction quality, compliance monitoring, and outcomes.
Our services include:
- Data capture and analysis
- Trend identification
- Rigorous quality assurance
- Process optimisation for consistent, superior customer outcomes
Commercial property claims — Top 10 UK insurer
Challenge: A major UK insurer was concerned about leakage, lack of proactivity, and excessive fees from its adjuster panel, particularly on run-off accounts with no new claims.
Solution: Gallagher Bassett conducted a detailed technical audit of property losses ranging from £5,000 — £250,000, using a bespoke audit tool and statistically sound sampling. Senior consultants reviewed workflows, recoveries and fees, and implemented structured feedback loops and bi-monthly follow-up audits to monitor progress.
Result: Significant reductions in hard and soft leakage were achieved, excessive fees were addressed and improved, and oversight and proactivity enhanced overall claims management.
Property claims audit — Major UK insurer
Challenge: A major UK insurer was concerned about leakage, lack of proactivity, and excessive fees from its adjuster panel, particularly on run-off accounts with no new claims.
Solution: Gallagher Bassett conducted a detailed technical audit of property losses ranging from £5,000–£250,000, using a bespoke audit tool and statistically sound sampling. Senior consultants reviewed workflows, recoveries and fees, and implemented structured feedback loops and bi-monthly follow-up audits to monitor progress.
Result: Significant reductions in hard and soft leakage were achieved, excessive fees were addressed, and improved oversight and proactivity enhanced overall claims management.
Motor insurance claims quality assurance — Leading UK insurer
Challenge: A leading motor insurer sought an independent benchmark of their internal and external claims operations to identify improvement areas and understand their position in the UK market. Initial reviews revealed serious failings across service, process, financial control, supplier management, and quality assurance, creating reputational and regulatory risks.
Solution: Gallagher Bassett deployed a 10-person project team across the business to review 2,000+ cases, assess processes, IT systems, financial controls, supplier performance, and quality assurance programmes. Comprehensive reporting to the executive and non-executive board identified risks and implemented corrective actions.
Result: Significant improvements were made in leakage control, supplier fee management, operational efficiency, and quality assurance practices, reducing regulatory and reputational risk while establishing a best-in-class benchmark for motor claims operations.
Our claims consulting promise
At Gallagher Bassett, our promise is simple: to relieve pressure, close gaps, and improve the claims journey for your business and your customers. Every engagement delivers tangible results, knowledge transfer, and sustainable operational enhancements, leaving your team empowered, confident, and ready to focus on growth.
Connect with our claims consulting team
Julian Nicklin
Head of Claims Consulting
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