In an evolving insurance landscape, maintaining claims and client service excellence remains the foundation of success. To mark International Women’s Month in March, Suzanne McCarthy, Danielle Gugliotti, Alma Magana, Emilee Robach, Danielle Spradlin, and Margaret Viss joined our claims and client service roundtable to discuss the key factors shaping the successful delivery of quality service in 2026.
From the perspective of your role, what will customer service excellence look like in 2026?
Suzanne McCarthy, SVP — Carrier Practice Client Services (SM): It will be a continued focus on listening to our clients, evaluating their strategic goals, and aligning our experience and expertise to not only drive outcomes but the overall client experience.
Margaret Viss, VP – Claims (MV): An in-depth understanding of each client’s unique needs is essential. It’s about ensuring clients feel confident in Gallagher Bassett’s ability to manage their program effectively, with a client services team dedicated to achieving their goals through targeted claims and risk management strategies.
Danielle Gugliotti, VP – Carrier Client Servies (DG): Customer service excellence is centered around leveraging data insights and ensuring consistent, efficient communication. It blends technology-driven efficiency with a personal touch, prioritizing empathy and strong relationship-building. Key elements include real-time responsiveness, transparency, and a focus on client wellbeing. By embracing continuous learning and adaptability, we will continue to evolve to meet client needs, fostering trust, loyalty, and lasting partnerships.
Emilee Robach, VP – Claims (ER): In 2026, we are committed to shortening cycle times and responding faster at every touchpoint. By reducing friction and increasing responsiveness, our customers will experience the care that is service excellence. We are going to get even faster!
Alma Magana, SVP — Liability/Property Quality Program (AM): From my perspective, customer service excellence is defined by proactive expertise, consistency of outcomes, and trusted advisory relationships—not just responsiveness.
In a more complex claims environment, excellence means our Resolution Managers (RM) and leaders are highly trained technical professionals who can anticipate risk, explain outcomes clearly, and guide clients through decisions before challenges escalate. Quality will no longer be measured solely by service metrics, but by how effectively we protect our clients’ financial results, reputation, and long-term risk posture. This requires continuous technical training, data-driven quality management, and strong communication skills, and every interaction reinforces confidence that GB understands the claim, the business impact, and the broader environment in which decisions are being made.
What impact has rising claims complexities and costs had on customer expectations? How is Gallagher Bassett evolving to meet these expectations?
SM: We understand the pressure that our clients are under year over year to manage loss exposures and risk; these pressures make it even more important for GB to consistently deliver the highest level of service and expertise. We continue to look at how we use our AI-powered tools for predictive modeling, including early intervention to manage and mitigate exposures and to assist the RMs in being able to prioritize and identify high risk claims early on.
AM: Rising claim severity, litigation sophistication, and rising jury damages have fundamentally shifted customer expectations. Clients now expect their claims partners to be strategic advisors, not just administrators.
They want RMs who understand plaintiff tactics and litigation strategies, how juries are making decisions, and the evolving economic, regulatory, and political landscape. Additionally, they value when RMs understand how each claim decision may impact not only costs but also brand reputation and future exposure.
MV: Clients look closely at the analytics. It’s our job to explain and interpret those numbers to ensure that they understand how GB is servicing their program. We’ve increased our focus on training our client services team, consistently meeting with clients, and engaging claims leaders to ensure that they understand their client’s expectations.
ER: Speed has become the new standard for service. In our technology–enabled world, customer expectations have evolved alongside the speed of change. Being highly responsive is no longer a differentiator—it’s the expectation. GB is evolving to meet these expectations by building the capabilities to not only see our speed but improve it. Our goal is to remove every unnecessary delay. By examining every process, approval, or handoff, and eliminating those that don’t help us go faster for our customers, we will meet and exceed customer expectations.
What strategies help shape successful partnerships with clients in claims and client service?
ER: Clearly defining the desired outcomes, how we will measure those outcomes, and joint accountability for achieving those outcomes sets up all good partnerships for the greatest success. Reinforcing the goals through shared management routines and brainstorming solutions to the challenges ensures that the team remains aligned. Iterating the solutions and testing along the way helps the team refine and adjust processes and technology while still making progress against the targets.
AM: Successful partnerships are built on transparency, shared accountability, and data-driven collaboration. The strongest relationships move beyond scorecards to a true understanding of a client’s risk profile and objectives.
What advice do you have for up-and-coming talent interested in building a fulfilling career in the insurance industry?
SM: I always say that most of us who are 30+ years in the industry didn’t fully understand the different paths that our experience could take us. I started in a mail room, literally stamping mail as it came in, and over the years, with experience and hard work doors opened for me that I never could have imagined when I started. You have so many different directions that you can take in this career path. The journey is the destination, as they say.
MV: Find an area you are truly interested in and then become an expert. This might be a specific industry, line of business, or role. When you do this, you will truly enjoy the work and will be invaluable in the industry.
Danielle Spradlin, VP – Carrier Client Servies (DS): The insurance and risk management industry offers so many opportunities for growth and development. My advice is to remain curious and open to learning, as every role you take will enhance your skills and prepare you for future challenges. Take the time to seek out mentors, ask thoughtful questions, and truly understand the “why” behind your work—this will not only deepen your knowledge but also help you discover your unique path in the industry. Building strong relationships is equally important, as collaboration and trust are the foundations of success in this field. Finally, strive for excellence in everything you do and aim to be the person others can rely on. This dedication and reliability will set you apart and lead to a fulfilling and impactful career.
DG: The insurance industry is both dynamic and impactful, offering opportunities to make a meaningful difference in the lives of individuals, businesses, and communities. To succeed, approach your career with enthusiasm, curiosity, and a genuine desire to learn and grow. At its core, this is a people-driven industry where trust and collaboration are vital. Building strong relationships with colleagues, clients, and industry professionals is essential. Take the time to connect, listen, and foster meaningful partnerships. Additionally, seek out a mentor who can provide guidance, share valuable insights, and help you navigate your career journey.
ER: Helping people is always rewarding, in any industry. In our industry, we help people recover and return to normal from unexpected accidents or losses. This is where we fulfill the promise of insurance, but it is much more than just that. We have a direct impact on the lives of the customers we serve, walking them through the process and helping them understand what to expect and when it will happen. We stand in that gap of uncertainty to reassure our customers that life will get back to normal. Pursuing a career in this industry allows you to leverage both your analytical capabilities as well as your emotional intelligence with an impactful mission, to alleviate disruption.
AM: This is an evolving industry with an incredible breadth of opportunity. It is not a one lane career path—there are many branches and open doors that allow individuals to grow, pivot, and continually challenge themselves. It offers the chance to build a career that is both professionally rewarding and personally meaningful. We can impact people’s lives when they need support the most, whether that is helping someone recover from a loss or guiding a business through a critical moment. Insurance also allows individuals to explore many disciplines—claims, IT, analytics, finance, legal, actuarial, sales, customer service, and leadership, just to name a few. The skills you build are transferable, the learning never stops, and the possibilities truly are endless for those who are curious, committed, and willing to grow
