Surge Events and Talent Shortages Push Insurers to Rethink Claims Strategy

The UK insurance industry is facing a convergence of pressures that's testing its operational resilience like never before. Amidst a perfect storm of increasingly frequent catastrophic (CAT) weather events, seasonal surges, and a tightening skilled labour market, insurers are struggling to respond nimbly to rising claims volumes. The second half of the year — typically a high-risk period for flash floods, heatwaves, and windstorms — has become a critical stress test for claims operations across the country.

According to Gallagher Bassett's The Carrier Perspective: 2025 Claims Insights, 80% of UK insurers are actively revising their resourcing strategies to better manage the impact of extreme weather. This figure suggest a broader trend: Insurers are increasingly recognizing that traditional staffing models may no longer be sufficient to meet the demands of a volatile claims environment. The need for agility, technical expertise, and rapid deployment has never been more pronounced.

A Strategic Shift Towards Consultancy

Rather than reacting to surge events with ad hoc solutions, insurers are increasingly addressing potential resourcing challenges proactively, securing structured, expert-led support that can be deployed quickly and scaled as needed. This practice marks a strategic shift in resource management across the industry.

Since her appointment in May 2025, Ashley Easen, director of Consulting at Gallagher Bassett UK, has made Burst Resourcing a cornerstone of her division's strategy to help insurers navigate this volatility.

"Six out of 10 UK insurers have told us that labour market conditions are directly affecting their ability to grow and manage claims efficiently," Easen explains. "That's why we've made it a priority to evolve our Burst Resourcing function — to help clients respond quickly and effectively when they need it most. Over the past year, we've seen an 86.7% increase in Burst Resource days and a 177% rise in claims actioned. These figures reflect how our clients are leveraging our services to fill skill gaps, reduce overheads, and improve operational efficiency."

She continues, "Our Consultancy Solutions division exists to support clients with a range of claims and risk management services that are tailored to their specific needs. Our team is highly motivated and qualified, with exceptional technical knowledge across the industry. Whether it's a high-net-worth portfolio or a complex surge scenario, we're equipped to deliver premium support with speed, precision, and care."

Looking Ahead

As climate patterns continue to shift and labour markets remain unpredictable, the insurance industry will need to evolve its operational models. Gallagher Bassett's Burst Resourcing service offers insurers certainty — combining technical excellence with strategic flexibility.

With a global footprint and a responsive delivery model, Gallagher Bassett deploys trained professionals who integrate seamlessly into client systems — whether to clear backlogs, support customer service, or manage complex claims. For insurers seeking to build resilience into their claims operations, this approach offers not just relief during surge events, but a foundation for long-term adaptability.

Learn more about Gallagher Bassett's Consultancy Solutions.