42 - The Human Factor: How Employee Mistakes Lead to Cyber Incidents
Cybersecurity in Claims: How to Stay Ahead of an Evolving Threat Landscape with Christa Johnson of Gallagher Bassett
In this episode of The Claim Hunter, host Chris Tidball sits down with Christa Johnson, Team Lead at Gallagher Bassett, to unpack the rising complexity of cyber claims in the insurance space. With the growing threat of ransomware, business email compromise, and AI-powered cyberattacks, Christa offers invaluable insights on how businesses can stay proactive and resilient. This conversation is a must-listen for claims professionals, risk managers, and business leaders looking to reduce vulnerability and boost digital defenses.
Building a Culture of Cyber Vigilance
Christa brings years of hands-on experience managing cyber claims for carriers and risk pools. She explains how common threats—like ransomware and business email compromise (BEC)—can cost organizations thousands, even millions, depending on the scale. These incidents often trigger multiple lines of insurance coverage, including cyber extortion, data restoration, and business interruption. However, financial recovery is only part of the equation—how an organization responds is just as critical.
A key focus of the episode is the role of human error in cyber breaches. Christa notes that many incidents begin with something as simple as a careless click or a mistakenly approved multi-factor authentication (MFA) request. To counter this, she advocates for comprehensive incident response plans, clear communication protocols, and consistent employee training. Backups are essential, but even more important is knowing how and when to deploy them effectively.
The conversation also covers the moral and operational dilemma of ransom payments. While some companies may opt to pay for quick access, there's no guarantee the attackers will follow through—or that future attacks won't follow. Christa recommends prioritizing prevention through layered security, frequent threat simulations, and robust password management practices, including the use of password managers and MFA. With cybercriminals now leveraging AI to fine-tune phishing schemes, staying ahead requires vigilance, preparation, and a commitment to continuous improvement.
About Christa Johnson
Christa Johnson is a cyber claims expert and Team Lead at Gallagher Bassett, where she supports clients across diverse industries in navigating and mitigating complex cyber incidents. She specializes in handling ransomware, data breaches, and BEC events with strategic insight and proactive planning.
About Gallagher Bassett
Gallagher Bassett is a global leader in claims management and risk control solutions. With a commitment to helping clients manage risk and reduce loss, GB delivers innovative support across property, casualty, and specialty claims—including the ever-evolving landscape of cyber threats.
Links Mentioned in This Episode
Key Episode Highlights
Cyber Claims Breakdown: What ransomware and BEC attacks really cost insurers and businesses
The Human Factor: How small employee mistakes can trigger major breaches
Incident Readiness: Why a detailed response plan beats backup alone
Payment Dilemma: The risks and ethics of paying cyber ransoms
AI-Powered Threats: How attackers are using artificial intelligence to improve phishing
Conclusion
This episode offers a sobering yet empowering look into today’s cyber threat landscape. Christa Johnson shares hard-won wisdom on how organizations can tighten their digital defenses and reduce exposure before an incident ever happens. If cybersecurity isn’t already a top priority, this conversation makes a compelling case for why it should be.
To explore proven strategies for smarter claims handling and risk mitigation, visit ChrisTidball.com.
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