United Kingdom
Close this search box.

People First, Process Second: A Winning Formula for COVID-19 Response

The 2021 Insurance Times Claims Excellence Awards were announced recently and the Gallagher Bassett UK team was awarded Claims Team of the Year – COVID Response award, specifically for their People First, Then Process strategy.

Judges commended Gallagher Bassett for how refreshing its COVID-19 response strategy was, commenting that “…since the beginning of COVID-19, they created a multi-disciplined team incorporating business interruption specialists and forensic accounts to proactively and collaboratively help their clients.”

Simon Pemberton, CEO Gallagher Bassett UK, said the entire team was proud to be recognised for their efforts in meeting the changing needs of people throughout COVID-19.

“This award recognises the tireless efforts from our Claims Consulting team for what they have been able to achieve throughout the past twelve months,” Mr Pemberton said.

“When the pandemic struck, we had to not only change the way we did business but how we helped the industry navigate an intense and challenging time. We had to provide stability and reassurance to our people. So, we made a decision to dig deeper and support our customers and people to shape new ways of working.

“We established a highly skilled team of 20 business interruption specialists, lawyers and customer care experts who would be capable of providing exceptional, empathetic support at a time when clarity on policy claiming due to COVID-19 was lacking.

“This team enabled us to deploy the right resource at the right time in the claims lifecycle, to protect and defend our client’s reputation and – most importantly – help those who needed support the most.

“We are now at a point where 70% of claims received in the first lockdown have been settled, and anticipate remaining claims will be closed in due time.

“Through our People First, Then Process strategy, we helped clients and claimants feel reassured, supported and protected.”

The 2021 winners’ ceremony was hosted virtually on Thursday 27th May by Alan Dedicoat and placed focus on those across the sector that have continued to be at the forefront of innovation and outstanding customer service, even in the face of adversity.

See the full list of winners from this year’s Insurance Times Claims Excellence Awards at this link

To find out how GB can help you put your people first, connect with our team today.

Simon Pemberton


More Posts


What’s Next for ESG: Six Expert Tips for Insurers in 2024

One key topic that has gained significant regulatory interest in the insurance sector is ESG. As new regulations and reporting standards emerge, insurers are facing increased pressure to adapt. Ashley Easen, Director of Risk and ESG, shares invaluable strategies for insurers to navigate these changes, build trust, and safeguard their reputation.

Read more

Building Storm Resilience: Five Tips for Surge Claim Readiness

The past few weeks have seen adverse weather hit the UK, and floods pose unique challenges, demanding insurers tailor response plans specifically for these scenarios. As the UK contends with extreme weather conditions, we bring you five tips to preparing a robust storm surge support plan.

Read more

The Talent Tide: Attracting and Retaining New and Established Talent

In the new world of work, organisations are witnessing a shifting tide in the convergence of both emerging and established talent. To support insurers to effectively attract and retain diverse talent, Gordon Vater, Managing Director – GB Technical, shares the essential strategies for navigating the shifting talent tide.

Read more

Customer Service: Preparing for the Festive Season and Learnings from the 2023 Customer Satisfaction Index

With the end of the year fast approaching, insurers are eagerly looking forward to the holiday season after facing various challenges this year in the insurance industry. At the same time, as 2023 begins to wrap up, it’s common to see increasing customer complaints as cost-of-living stress and claims delays set in. Beth Povey, Chief Compliance Officer, sat down to share her expert insights on how to best navigate the end-of-year season by leveraging the latest Customer Satisfaction Index to your advantage.

Read more

Keep your finger on the pulse of the latest industry news and insights.

Sign up to our monthly newsletter today.

Download Our Global Insurance Industry Whitepaper

Hi there!

Want to drop us a line?  You can get in touch by filling out the form below and we’ll get back to you as soon as possible!