Gallagher Bassett Australia is placing greater emphasis on staff development and leadership capability as part of its response to ongoing labour shortages across the insurance sector, particularly in claims and other specialist roles.
The move comes as broader industry data continues to highlight sustained hiring pressure. According to the 2026 Carrier Perspective whitepaper, 74% of Australian insurers report difficulty finding qualified candidates, while 76% are experiencing shortages in claims management roles.
Talent constraints are also affecting growth and operational efficiency across the market.
Gallagher Bassett said its approach is centred on long-term capability building rather than short-term recruitment.
“We are laser-focused on investing in capability, rather than just headcounts; an approach that differentiates us from other employers in the market. That means clear career pathways, continuous technical development, and leaders who actively coach rather than manage by exception,” chief people officer Tanith Jones (pictured) said.
The strategy extends to hiring practices in hard-to-fill roles such as claims, where the company said it prioritises aptitude and values, with technical expertise developed over time.
“Retention is driven by quality leadership and meaningful work, not short-term incentives,” Jones added.
Gallagher Bassett’s approach reflects a broader shift across the insurance industry, where firms are increasingly investing in training, career pathways, and alternative talent pipelines to address structural workforce challenges.
The Insurance Council of Australia has repeatedly highlighted skills shortages as a key issue for the sector, particularly in claims handling following major catastrophe events, where surge demand can exacerbate existing gaps.
Globally, insurers are also expanding early-career programmes, apprenticeships, and internal mobility initiatives to attract talent into the industry. According to research by Deloitte, the insurance workforce is undergoing a significant transition, with an ageing employee base and increased competition for digital and analytical skills intensifying recruitment challenges.
At the same time, organisations are placing greater emphasis on employee wellbeing and workload management, particularly in claims roles, which have seen elevated stress levels in the wake of large-scale loss events and rising customer expectations.
The 2026 Carrier Perspective whitepaper reflects this shift, finding that 68% of Australian insurers now prioritise training and development as a retention tool, alongside compensation and benefits.
Gallagher Bassett said its own support programmes include a focus on psychological safety, workload management, and leadership development for first-time managers - areas that are increasingly seen as critical to retaining staff in a competitive labour market.
