Gallagher Bassett (GB) has appointed Mark Garnham as director of first response and managed repair, marking a strategic development in its claims operations for property and motor insurance.
Garnham’s role includes overseeing the full life cycle of claims, from initial contact to resolution, amid a changing regulatory landscape in insurance and repair industries.
Garnham brings two decades of industry experience, beginning his career in vehicle repair services before transitioning to leadership roles in claims management following GB’s acquisition of Countrywide Accident Assistance in 2015. His tenure at GB has spanned engineering, supply chain, and property fulfilment.
In his latest position, Garnham is tasked with unifying GB’s claims and repair teams.
“I aim to align our motor engineer and property assessor, repair management, and third-party intervention teams to create a seamless process for our customers. There’s significant opportunity for knowledge sharing and cooperation. Before this division was established, the teams worked closely but now they are completely integrated,” he said.
For motor insurance claims, GB has enhanced its UK-based contact centre, focusing on improving claimant communication across the full claims journey.
Garnham said the integration of repair oversight, damage assessment, and third-party coordination is designed to improve service efficiency and consistency.
“From the moment our contact centre is notified of an automotive claim, we can have an expert motor engineer assigned to assess the damage. Our third-party intervention team brings vehicles into our repair network of 138 trusted partners with pre-agreed charges, reducing costs for the client. Then a dedicated repair manager ensures customers are supported from booking to completion, even managing mobility needs along the way,” he said.
The company’s partner repair network spans 138 providers, operating under fixed-rate agreements to manage cost predictability.
The enhancement comes as the Motor Vehicle Insurance and Repair Industry Code of Conduct (MVIRI) undergoes revision. The proposed updates address oversight processes, estimation standards, repair practices, and a possible legal incorporation of the MVIRI Code Administration Committee (CAC) to increase governance transparency.
On the property side, GB is increasing its regional capacity by deploying surveyors closer to the sites of reported damage.
“In property, we are prioritising individual accountability and the personal touch. We’ve invested in our surveyor network to ensure that our surveyors are within a 25-mile radius of any loss received within our operating area. This means they can undertake more appointments, as well as revisit ongoing cases to ensure repairs are meeting expectations and build their specialised knowledge for dwellings in the area,” Garnham said.
This expansion comes amid discussions about home loan changes. The Insurance Council of Australia (ICA) recently voiced concerns over federal proposals to widen access to the Home Guarantee Scheme. The expansion could reduce reliance on lenders’ mortgage insurance (LMI), traditionally used to safeguard lenders in low-deposit home loans.
Garnham emphasised the use of internal data to guide client decisions.
“We have a wealth of data that will help clients make informed decisions about fleet management or building materials. Practical information that can truly help them in the long run. I see that as one of the biggest value-adds to the business,” he said.
Technology is expected to play a larger role across the division. Garnham said GB is expanding its use of digital tools and analytics, particularly in claims triage, electric vehicle assessments, and material identification.
“GB is embracing change. Advancements in AI and analytical tools are giving our experts more time to focus on the things that matter to our clients. Our motor engineers are quickly educating themselves on electric vehicles and identifying trends in claims patterns. Our property damage assessors are capturing more detailed information about materials and construction than ever before,” he said.
