Gallagher Bassett has appointed Shelley Reynolds (pictured) as general manager for South Australia, putting permanent leadership in place at one of the state’s two claims-agent operations as the company continues to develop and expand claims practices first used in the state.
Reynolds has held the position in an acting capacity since June 2025 and will oversee Gallagher Bassett’s South Australian operations, including its work supporting employers and injured workers under the state’s workers’ compensation scheme.
She has been with Gallagher Bassett for more than a decade and was appointed assistant general manager in 2022 before stepping into the acting general manager role last year.
Gallagher Bassett is one of two claims agents appointed by ReturnToWorkSA, alongside EML, to manage workers’ compensation claims under the state’s Return to Work scheme. Both operate under a common service model.
The South Australian operation has also served as a base for claims-management practices that Gallagher Bassett has since taken interstate. In March, Insurance Business reported that the company had expanded its Mobile Case Management service into New South Wales, drawing on a workplace-based model used in South Australia for more than a decade.
The model gives case managers direct responsibility for claims and involves face-to-face contact with workers, employers and other stakeholders, making the South Australian business relevant beyond its own state market as Gallagher Bassett broadens its claims approach.
Reynolds has identified customer experience, digital transformation and the use of client feedback in operational decision-making among her priorities in the permanent role.
“I’m honoured to take on the permanent role of General Manager for South Australia and continue leading our talented team in supporting employers, injured workers and the broader South Australian community,” Reynolds said.
“I’m passionate about customer experience. We have an experienced team that understands South Australia’s unique environment, and is committed to understanding customer feedback and embedding insights into our operational decision-making.”
Technology and workforce capability have also been areas of focus for the South Australian operation. Insurance Business reported in 2025 that Gallagher Bassett had identified ReturnToWorkSA’s digital transformation and talent retention among the key issues affecting its work in the state.
During her time with the company, Reynolds has also been involved in mentoring future leaders, knowledge-sharing initiatives and digital transformation projects.
Her appointment gives Gallagher Bassett permanent leadership in a South Australian operation that remains central to the company’s claims-management work and has provided a model for practices now being rolled out more broadly.
