More than 70 per cent of UK insurers say difficulties securing specialist talent are limiting their operational capacity, while 73 per cent are now using generative AI in claims, according to Gallagher Bassett. The claims industry specialist has published the fourth annual edition of its whitepaper, The Carrier Perspective: 2026 Claims Insights, based on responses from 250 insurance leaders and decision-makers across the UK, Australia and North America. Talent attraction and retention emerge as the top concern for UK insurers. More than 70 per cent of respondents say specialist talent shortages are limiting operational capacity, with claims roles proving the hardest to fill. “UK insurers are saying claims roles are the hardest to fill. At the same time, claims are becoming more complex. This combination of challenges means workforce pressure is now a direct driver of cost, not just a people issue,” says Charlotte Harrison-May, Gallagher Bassett EME&A's head of carrier and market relationships. Rising claims costs and premium affordability rank as the second most reported business challenge. Nearly 60 per cent of respondents report increased costs driven by social inflation, litigation and rising medical costs per claim. Insurers are responding by tightening underwriting standards, enhancing risk assessment and revising pricing strategies. The report also finds that 73 per cent of UK insurers are now using generative AI in claims processing. While AI is delivering efficiency, more than one-third of respondents report an increase in suspicious claims linked to AI-generated documentation. Harrison-May adds: “AI is delivering efficiency at scale, but it's also changing the risk landscape. Insurers are committed to good governance, validation and transparency, but want to manage these mitigation strategies without blowing out the cost of claims.” The full report is available to download here: The Carrier Perspective: 2026 Claims Insights
