Outgoing Gallagher Head of Claims Adam Squire believes the industry has learned from recent record-breaking catastrophes and that new technology holds the key to improved claims handling.

Mr Squire, who leaves Gallagher in July to travel with family, has 38 years’ industry experience and has spent most of that focused on claims.

“I’ve been at Gallagher for 11 and a half years and it has been a fantastic journey,” he told insuranceNEWS.com.au.

“But it was time to take a break and let someone else have a good look at what we’re doing in the claims space.”

Mr Squire says working in claims can be “relentless”.

“When someone walks into the claims shop, something’s gone wrong – their vehicle’s rolled over, their factory’s burned down, they’re being sued. So we start from that sort of position.”

He says recent catastrophes have put insurer systems and processes under pressure, but also provided valuable learnings.

“I have great hope for how we will deal with these things better in future.

“Most companies have had a long, hard look at themselves in terms of resourcing, processes, technology, their supply chain.

“And I’m seeing some very positive investments in people and technology. I’m really hopeful in the role that technology is going to play. Things like artificial intelligence and its ability to fast-track total loss claims payments.”

He says much work has been done on building the resilience of claims teams, lifting their understanding and ability to make decisions through technical training.

But more work is needed – and he believes client expectations have soared as digital technology streamlines other aspects of life.

“We live in an instant world and, for whatever reason, claims sometimes can take longer. Sometimes things don’t get fixed as instantly as we are all used to. 

“A roof blowing off needs a bit of work, it needs a bit of time. We know that there’s a trade shortage, and that is a big challenge that we’re going to keep facing.”

Mr Squire is a director on the National Insurance Brokers Association (NIBA) board.

He is proud to have played a part in reviewing the NIBA code, which he sees as critical in lifting professionalism, and raising the profile of claims.

“Claims advocacy to me is one of the key things that a broker does, and in creating the claims broker of the year award, NIBA is helping to lift the profile of all the good that they do.”

He says when he is done travelling, he is keen to return to the industry.

“I'm genuinely interested in projects, whether it be with insurers, brokers or adjusters, where I can help them improve and optimise their claims performance. That’s the type of work and challenge that I'll be looking for. But I want to just refresh the mind a little bit.”

From Insurance News magazine: After rolling catastrophes and amid intense scrutiny from authorities, how can insurers get it right next time disaster strikes?