“I’m honoured to take on this role and look forward to driving impactful outcomes for our government partnerships,” said Grant. “Collaborating with colleagues and clients to strengthen GB’s position as a trusted partner is a privilege, and I’m eager to build on the strong foundations we’ve already established.”

Grant brings a wealth of experience to GB, having most recently served as General Manager, Claims with icare NSW leading the TMF General Insurance Claims operations. He has also held senior leadership roles with QBE Insurance across Statutory and General Insurance and worked as a trusted consultant to government and commercial entities. Since joining GB, Grant has been instrumental in leading major projects, showcasing his deep understanding of government operations and his ability to tackle complex challenges.

“Building upon strong relationships early in my time at GB has been incredibly rewarding,” Grant shared. “My focus now is on advancing our strategy, strengthening existing partnerships, and forging new ones by aligning our capabilities with key government objectives. This is especially important as the market continues to evolve.”

Pete Diskin, Chief Client Officer of GB Australia, commented Grant’s appointment: “Grant’s strategic vision and leadership will enhance our ability to partner with government clients at all levels—local, state, and federal. His expertise, combined with GB’s deep sector knowledge and commitment to client success, positions us to deliver practical solutions that make a real difference. We’re excited to see how Grant’s contributions will help us grow and strengthen our partnerships in both Personal Injury and General Insurance sectors.”

GB is a leading provider of claims and risk management services in Australia, serving general insurance and personal injury lines across a range of sectors. Find out more about Gallagher Bassett here.

The post Gallagher Bassett appoints Grant McDonald to enhance government strategy appeared first on AdviserVoice.

Lionel Charmetant

One year after Gallagher Bassett (GB) introduced Daisee—an AI Sentiment Analysis tool—, the leading provider has shared insights on the transformative effect the tool has had on claims operations. GB’s selective approach to AI has seen the provider partner its expert team with tools they need to continuously improve performance.

Lionel Charmetant, Chief Operating Officer and Deputy CEO – Personal Injury at GB Australia, commented on the challenge the business sought to address:

“We know that high-quality claimant interactions are essential for injured workers’ recovery, the wellbeing and development of our team and the delivery of superior outcomes for our clients. However, the sheer volume of calls and the complexity of evaluating these interactions pose a significant challenge for our quality assurance teams.”

“Our team manages over 400,000 calls annually, but traditional call evaluation methods meant we were only able to assess about 1% of these calls. This limited our ability to standardise results and identify trends.”

GB’s solution was the implementation of a powerful and scalable AI Sentiment Analysis tool, Daisee. By calibrating Daisee with GB’s call quality framework, the team is now able to evaluate every call taken and provide real-time data about service levels, areas of improvement or capacity.

“We introduced Daisee through a phased rollout in partnership with our Personal Injury clients, and immediately saw several improvements. As our Customer Net Satisfaction (CNS) continues to grow, we also saw metrics related to communications rise from 74% to 84%, conduct grew from 44% to 78%, and overall quality climbed from 51% to 70%.”

“Because of our ability to assess vastly more calls than before, we’re able to provide even greater insight to our clients and claims agents. It’s affirmed that our training, development and call quality frameworks are delivering the right outcomes, and highlighted opportunities for us to improve processes.”

According to Lionel, the case for adopting AI-enabled technology in claims operations is clear. It’s in the implementation, he stresses, that the industry must focus its attention.

“We approached implementation in a phased manner, prioritising strategic license distribution, time for calibration and testing, and pre-planned onboarding. It’s essential that you’re providing the necessary support for your people – which are the foundation of any good business. We have a powerful tool at our disposal but utilising it correctly will continue to require a measured approach and, of course, the irreplaceable expertise of our in-house claims’ handlers.”

Lionel’s outlook for the future of the technology’s use is positive, “As GB’s business continues to evolve, the plan is that the AI Sentiment Analysis tool’s use will evolve alongside it – rolling out to more parts of the organisation and offering greater insights into industry trends.”

The post How Gallagher Bassett is transforming claims handling with AI appeared first on AdviserVoice.

Pete Nicholson

Gallagher Bassett Australia has celebrated the first year of its national partnership with Foodbank Australia, with cumulative volunteering efforts resulting in more than 100,000 meals packed for those facing food insecurity across Australia.

GB Australia’s leadership team partnered with representatives from icare at an anniversary packing event last week to achieve this goal.

Lionel Charmetant, Chief Operating Officer and Deputy CEO – Personal Injury of GB Australia, commented on the importance of the collaboration between GB and icare during this session.

“Our shared commitment to supporting people and building stronger communities came to life during the recent volunteering session,” said Lionel.

“Working hand in hand multiplies our impact and reinforces our belief that, together, we can create positive change for those facing food insecurity. With the help of icare, we packed GB’s 100,000^th meal for Foodbank. Achieving this target together was a very special moment.”

Commenting on the milestone, Pete Nicholson, Chief Executive Officer of GB Australia, shared, “At Gallagher Bassett, our purpose has always been clear: to help people, clients, and communities thrive. Our partnership with Foodbank aligns closely to the core of our company and culture,” said Pete.

“I am incredibly proud of our people for embracing this partnership wholeheartedly. In just a year, more than 130 employees have volunteered their time to this cause, and their feedback has been overwhelmingly positive. Our growing waitlist for volunteering sessions makes it clear that this is a cause that truly resonates with our people.”

The post One year and 100,000 meals: Gallagher Bassett and Foodbank Australia celebrate partnership anniversary appeared first on AdviserVoice.

Danny Benjamin

Gallagher Bassett (GB), a leading provider of claims and risk management services, has expanded its Client Services team with an internal appointment, now offering over 200 years of combined personal injury expertise.

The team of 16 recently welcomed Danny Benjamin to the role of Manager, Client Partnerships – Victoria. Commenting on the strategy behind the team’s growth, Debbie Vounakis, Head of Sales and Client Services – Personal Injury, shared.

“Personal injury claims are on the rise, both in terms of their number and the complexity, creating more demanding conditions for employers. These challenges require solutions that are specifically tailored to meet the unique needs of each situation and client. At Gallagher Bassett, our team is deeply committed to building strong, collaborative partnerships with our clients. We believe that by working closely together, we can develop and deliver customised solutions that effectively address these complex issues.”

With the recent addition of Danny Benjamin, who brings over 20 years’ experience with him to the role, GB is enhancing their team with substantial internal and industry experience. When asked about what sets GB’s approach apart from the competition, Danny had this to say: “At GB, our experienced staff possess in-depth knowledge of both national and statebased schemes. We are committed to developing our team by investing in advanced training and innovative decision support tools to deliver tailored, proactive solutions that meet the demands of our valued clients.”

“I’m excited to bring my experience delivering excellent personal injury claims outcomes to my new role here in Victoria.”

GB’s continued investment into its client services capabilities demonstrates a commitment to deliver the best possible outcomes for personal injury claimants and employers.

The post Internal hire strengthens Gallagher Bassett’s commitment to exceptional client service appeared first on AdviserVoice.

Tanith Jones

Attracting and retaining top performers has become an increasingly demanding exercise for Australian insurers according to Gallagher Bassett’s (GB) annual whitepaper: The Carrier Perspective: 2025 Claims Insights.

GB’s research revealed that 92% of Australian insurers report the shrinking talent pool is having a moderate to significant impact on their ability to grow and manage claims efficiently. In comparison, 72% of respondents globally reported the same, indicating Australian market conditions may be more challenging. Economic factors and increased competition are pushing employers in the insurance industry to reexamine their retention strategies.

74% of Australian survey respondents highlight enhanced benefits packages – like wellbeing programs and flexible work arrangements – as their top strategy for managing turnover. Hirers are placing more emphasis on benefits such as work-life balance, hybrid working arrangements and policies which improve employee satisfaction. Holistic retention strategies involve more than just increasing compensation, as high salaries often do not strongly correlate with long-term commitment.

Highlighting the dwindling impact of compensation and benefits in the workplace, Tanith Jones, General Manager – People & Culture at GB, points out: “This year’s survey results saw a 54% decrease in using competitive salaries as a retention tool. Non-monetary incentives are essential to driving productive workplaces. Employers are leveraging benefits such as paid time off, professional development allowances, and wellness programs to engage their team and positively influence their output and loyalty. Insurers can focus on the development of existing employees through leadership or technical skillbased programs, which has a dual benefit in also attracting new talent looking to enter or grow in the industry. Understanding what matters most to your employees can go a long way towards increasing their job satisfaction and ensuring long-term retention.”

Debbie Vounakis, Head of Sales and Client Services at GB, emphasises the importance of retaining experienced team members: “The talent deficit in the insurance industry is a pressing issue that cannot be overlooked. Australia is the most severely impacted by this trend, with a significant portion of the workforce nearing retirement age and a shortage of new talent to fill the gap. Partnering with a third-party provider such as Gallagher Bassett can effectively assist organisations in managing claims, and building your internal capability in return-to-work and technical claims handling.

“The demand for skilled claims staff has increased dramatically in the past 12 to 18- months. Since 2024, our NSW and VIC client services teams have grown significantly. We’ve built successful client relationships through diversely skilled team members and effective collaboration. Our experienced team understands our customers and their needs.”

Read the Whitepaper.

The post Australian insurance industry hit hardest by talent deficit appeared first on AdviserVoice.

Pete Nicholson

Gallagher Bassett Australia (GB) is proud to announce a national partnership with Foodbank Australia, donating an initial $25,000 aimed at delivering hunger relief for First Nations communities across the country.

Pete Nicholson, Chief Executive Officer of GB Australia, commented on the partnership’s importance as a key action the company had taken in its recently launched Innovate phase of GB’s Reconciliation Action Plan. 

“We are honoured to join forces with Foodbank and support their vital work in providing hunger relief to First Nations communities. This partnership aligns perfectly with the goals of our Innovate Phase, aiming to implement progressive and impactful initiatives for reconciliation,” he said.

“It was a privilege for our leadership team to visit Foodbank NSW and ACT last week to see the warehouse and kick off the partnership with a donation of GB Gentle Bears. In the coming months we will be building on our initial donation of $25,000 to fund more initiatives to support First Nations communities facing food insecurity.”

Commenting on how the partnership aligns with the company’s global community initiatives, Andrew Spilsbury, Global Vice President – Brand Strategy, Management & Growth at GB, stated,

“At Gallagher Bassett, our people are driven by our mission to help the people, clients and communities we serve, so this partnership aligns closely to the core of our culture and company,” he said. 

“This partnership not only strengthens our efforts in Australia but also complements our global initiatives aimed at fostering sustainable and resilient communities. As well as fundraising activities, our people will be volunteering in Foodbank warehouses across Australia. Our first groups of volunteers will be helping prepare the annual Foodbank Christmas Hampers in November across New South Wales and South Australia.

Brianna Casey AM, Chief Executive Officer of Foodbank Australia, welcomed GB as a national partner and thanked them for their generosity and support.

“We are so grateful for this support which will enable Foodbank to get much-needed, culturally appropriate food relief to First Nations communities. Thank you to all involved.”

The post Gallagher Bassett Australia partners with Foodbank to support First Nations communities appeared first on AdviserVoice.

Tanith Jones

Gallagher Bassett Australia, a leading provider of claims and risk management services, has launched a paid reproductive leave policy in a first for the insurance and financial services industry.

The company will provide up to 10 days of paid leave per year for IVF treatment, chronic reproductive health conditions such as endometriosis, preventative screening for breast or prostate cancers, and other reproductive health treatments.

Pete Nicholson, Chief Executive Officer of Gallagher Bassett Australia, said the policy was part of the company’s commitment to creating an inclusive and supportive workplace culture.

“We recognise that reproductive health and wellbeing is an important and often overlooked aspect of employee wellness, and we want to support our people through their reproductive journey, whatever that may look like for them,” he said.

“We believe this policy is a game-changer for our industry and sets a new benchmark for how employers can care for their staff.”

Tanith Jones, General Manager – People & Culture at Gallagher Bassett Australia, said the policy was developed to complement additional changes to primary and secondary caregiver leave.

“We listened to the feedback and experiences of our employees, as well as the latest research and best practices on reproductive health and wellbeing. In addition to reproductive leave, we have also increased our paid primary caregiver leave to 16 weeks, and secondary caregiver leave to two weeks,” she said.

“We are proud to offer these benefits for our people and are looking forward to seeing the change this will make for our workforce and the industry.”

Gallagher Bassett Australia has over 1,600 employees across Australia and provides claims and risk management services to general insurance and personal injury schemes.

The post Industry-first: Gallagher Bassett Australia offers paid leave for reproductive health appeared first on AdviserVoice.

Tanith Jones

Gallagher Bassett, Australia’s leading claims and risk management provider, is pleased to announce the appointment of Tanith Jones as General Manager – People and Culture.

“I am excited to accept the role of General Manager – People and Culture as my diverse background and career experiences have instilled in me a deep passion for promoting representation at all organisation levels and fostering an environment where everyone can thrive,” said Tanith.

In her new role, Tanith will be responsible for advancing Gallagher Bassett’s people strategy, fostering a culture of positivity and inclusiveness, and ensuring a strong commitment to both employees and clients.

“Tanith has been instrumental in growing and enriching our culture throughout her tenure at Gallagher Bassett, and we are thrilled to see her continue to excel in this new role,” said Pete Nicholson, Chief Executive Officer of Gallagher Bassett Australia.

“Her extensive experience and passion for enabling employee success aligns perfectly with our company’s values and goals. With Tanith’s leadership, we are confident that our employees will thrive, and our company culture will continue to flourish.”

With over 10 years of experience, Tanith has successfully championed diversity and implemented flexible working frameworks to enhance work-life balance for numerous companies.

As a leader, Tanith is driven by values of respect, safety, and open communication. She believes in authenticity and honouring individualism, striving to understand and support each person’s unique needs and aspirations to help them achieve their full potential.

Tanith’s appointment reflects Gallagher Bassett’s commitment to creating a positive and inclusive work environment.

The post Gallagher Bassett strengthens commitment to employee success with the appointment of Tanith Jones appeared first on AdviserVoice.