Driving Client Services to Shape the Future of Our Industry

For Sarah Penny, Client Services director at Gallagher Bassett UK, her first 90 days in the role have come during a time of significant change for the industry, when insurers and service providers are navigating the emergence of powerful new technologies, a challenging skilled labour market, and a marked increase in both claims volumes and service expectations.

In an exclusive interview, Sarah reflects on her time with Gallagher Bassett so far, provides her perspective on the future of claims, and discusses how her team is harnessing analytics to support clients and deliver value at every opportunity.

Q: How do you see the future of claims and the role of client services evolving?

The future of claims is set to transform dramatically over the next five to 10 years. The gradual integration of AI will soon become the standard, and its full potential has yet to be realised. Though, technology alone isn't enough — AI must be complemented by human talent, ensuring innovation remains grounded in expertise.

Advancements in AI are expected to change the way we do business, freeing up time for the individual client managers to focus on the work that really matters. These advancements come at the perfect time, when we need to excite and attract fresh talent to the claims market and client services roles.

Q: What are some ways your team supports clients with analytics and insights?

My major focus is on truly understanding what a client's business looks like and what unique challenges the business face, so we can become a strategic partner for them. The insurance industry has undergone massive change in the last decade, and similar shifts are occurring across all sectors.

The aim is to go beyond simple claims management and equip clients to make confident decisions and navigate their industry's changes. Our dedicated Client Analytics team aids in developing bespoke dashboards to deliver actionable insights that empower clients to proactively mitigate or even prevent incidents.

Q: How do you ensure you're delivering value for clients?

Our teams leverage the vast amounts of data available to them to address challenges proactively and to meaningfully contribute to the client's success. Whether it's horizon scanning, exploring emerging trends, or sharing insights from across our wider portfolio, it's about helping our clients grow and stay ahead. This approach ensures that each engagement isn't just transactional but is a genuine opportunity to improve services and processes, anticipate market shifts, and keep clients at the forefront of their sectors.

Q: How can the industry leverage talent to deliver better client outcomes?

Generally, I see the appeal of a career in claims growing. The profession is both rewarding and diverse, and its importance to the industry continues to gain recognition. I think hiring from outside the insurance industry can help diversify expertise and enable a more customised support and approach. Recruiting talent directly from client industries — like selecting someone with retail experience to support retail clients — can provide sector-specific perspectives and skills and help to address distinct challenges.

Q: What client relationships and experiences have stood out in the first three months?

It's been a privilege to join Gallagher Bassett at a time when existing client relationships are strong. Our market connections are excellent, and the brand is widely recognised and respected — this is something I noticed soon after joining and something I strive to uphold. Clients know they'll receive real value when they deal with us. This reputation provides a powerful foundation for future relationships, growth, and success.

Q: What excites you most about your role and Gallagher Bassett's future?

The possibilities ahead are genuinely exciting. The community spirit within the Client Services team is second to none. With a talented team and continued integration of strategic technology, Gallagher Bassett is positioned to drive significant change in the delivery of claims and risk management as well as client services. The journey is just beginning, and my plan is to continue building on current strengths to deliver even greater value.

The first 90 days have been marked by building a deep understanding of our clientele, developing sustainable practices, and focusing on actionable analytics. Leading the Client Services team, my vision is to keep Gallagher Bassett at the forefront of industry change.