48 - Training Tomorrow's Adjusters: The Importance of Mentorship in the Claims Industry
Proactive Claims Management: Lessons from Gary Leonard of Gallagher Bassett
In this episode of The Claim Hunter podcast, host Chris Tidball sits down with Gary Leonard, Head of Liability - North America at Gallagher Bassett, to unpack what it really takes to succeed in today’s complex claims environment. From his early days in private investigation to nearly three decades in claims leadership, Gary offers actionable strategies that every adjuster, carrier, and self-insured should hear. If you're navigating rising claim costs, fraud risks, and training gaps, this conversation is a masterclass in getting ahead of the curve.
The 3 Pillars of Proactive Claims Handling
Gary’s experience underscores a simple truth: great claims management starts with getting the fundamentals right. Through this lens, he walks listeners through three core strategies—timely investigation, clear communication, and early resolution—that are critical for reducing severity and driving better outcomes.
First, Gary emphasizes the power of timely investigations. Delays often lead to lost evidence and inflated costs, while early fieldwork, accident reconstruction, and disciplined case tracking can stop fraud in its tracks and lead to faster settlements. He shares a story where early surveillance uncovered key fraud indicators—saving the insurer both time and money.
Second, he highlights the need for clear and direct communication. In an industry where trust is currency, hiding behind email won’t cut it. Adjusters who speak with empathy and transparency build rapport, clarify positions quickly, and avoid drawn-out litigation. Gary makes the case that documented, open dialogue is as much a legal safeguard as it is a customer service tactic.
Lastly, Gary addresses early resolution, particularly in soft tissue claims where costs can spiral. He advocates for real settlement offers early in the process—based on solid investigation and fair assessment. Waiting too long, or playing hardball too early, only leads to mistrust and inflated legal bills. Instead, timely, genuine negotiations build trust and close claims faster.
About Gary Leonard
Gary Leonard is the Head of Liability - North America for Gallagher Bassett. With nearly 30 years in the insurance industry, Gary brings deep expertise in liability, investigative tactics, and operational leadership.
About Gallagher Bassett
Gallagher Bassett is a global leader in claims management, helping clients reduce risk and improve claim outcomes through innovative strategies and expert execution.
Links Mentioned in This Episode
Key Episode Highlights
Why early investigations are the foundation of claim success
The biggest communication mistake adjusters make—and how to fix it
How to spot and address fraud before it spirals
Why early offers matter (especially in soft tissue claims)
The training gap in claims—and how to close it with mentorship
Conclusion
This episode with Gary Leonard is a wake-up call for claims professionals navigating today’s high-severity, high-pressure environment. His insights go beyond theory—offering real-world strategies that deliver results. Whether you're managing a complex liability claim or mentoring the next generation of adjusters, these fundamentals are your roadmap to better outcomes.
Ready to step up your claims strategy?
Visit ChrisTidball.com for resources that will sharpen your edge and help you lead in today’s fast-changing insurance landscape. And if you’ve got insights or experience to share with the industry, apply here to be featured on The Claim Hunter podcast.
