Marsh has appointed Chetna Gulati-Kapoor (pictured) as global chief claims officer at Marsh Risk, effective September 1. Based in London, she will report to John Donnelly, president of global placement at Marsh Risk, and will lead global claims strategy across all regions. She succeeds Rob Powell, who moves to the role of chairman of global claims at Marsh Risk.
Gulati-Kapoor brings 20 years of claims experience to the role. She trained as a solicitor and practised in both India and the UK before moving into claims positions at several UK insurers. She joined Marsh in 2021 from CNA Hardy, having most recently served as Global Claims Advocacy Leader for Marsh Risk.
The most commercially relevant detail in this appointment is not the title but the career path. Gulati-Kapoor spent several years working claims from the insurer's side before moving to the broker. In a contested or complex claim, the broker's advocacy function depends on knowing how carriers reach their coverage positions internally - which arguments carry weight, where discretion exists, and how disputes typically resolve. A global chief claims officer who has occupied those insurer-side decision roles brings a different quality of advocacy than one who has worked exclusively from the broker or legal side.
For clients of Marsh with complex, large, or multi-jurisdictional claims - the category where Marsh's global claims function is most directly tested - that background is the specific qualification that matters in a claim negotiation.
Marsh Risk's claims function has been actively expanding its specialist mandate. In April 2026, Marsh launched a lead umbrella facility with a single dedicated claims handler - a structural innovation in how it manages the claims interface for complex casualty placements. The division has also been developing captive-based claims solutions for multinational clients managing benefits cost pressure. Gulati-Kapoor takes on a function that is not simply managing an existing process but actively building out the claims service model for complex and specialty risks.
The appointment sits within a broader Marsh Risk leadership structure. Nick Studer was named president and CEO of Marsh Risk in April 2026, and the Marsh group rebranded from Marsh McLennan to Marsh in the same year, consolidating leadership across its risk and consulting businesses. Donnelly said Gulati-Kapoor has demonstrated a track record of supporting clients through complex and demanding situations, adding that her appointment reflects the importance of claims to Marsh's business. Gulati-Kapoor said claims is a central part of how Marsh serves clients and that she looks forward to working with colleagues globally to strengthen advocacy and deliver consistent outcomes.
