According to Gallagher Bassett’s The Carrier Perspective: 2026 Claims Insights, talent attraction and retention now ranks as the top business challenge for 2026. This marks a sharp increase from last year, when UK insurers ranked the issue seventh.
72% of UK survey respondents reported an increased difficulty in finding qualified candidates, while 48% reported that claims management and adjusting are facing the most acute shortages.
The findings come as no surprise to Sarah Penny, Gallagher Bassett’s Client Services Director, who has noted the growing concern within the industry as workforce challenges exacerbate pressure on operational performance across the market.
“With claims becoming more complex, the demand for more specialised expertise is higher than ever before, limiting entry pathways into the insurance sector for graduate or less-experienced workers. Not only does this demand for expertise increase challenges in attracting new talent, it also puts more reliance on the existing workforce.”
“As a result, the retirement of experienced and qualified handlers is having a greater impact, causing a recurrent loss of expertise and technical experience without an adequate plan for succession. Replacing expertise is far