Maree Solvyns is “feeling incredibly honoured” after being named NIBA claims broker of the year.

The Gallagher senior technical claims lead for construction, based in Sydney, has thanked her team for “keeping me grounded when the nerves went into overdrive” and for their “support, reassurance and simple reminder to breathe”. 

Ms Solvyns said: “This recognition is a wonderful reminder that great claims outcomes are never achieved in isolation.

“They are built on trust, collaboration, strong relationships and the collective efforts of exceptional people.

“I am genuinely grateful to be part of an industry and a team that values these principles, and to everyone who has played a part in this journey ... To our amazing construction team ... thank you for your support, expertise and collaboration.”

She also thanked Gallagher’s insurance partners “for your trust, support and collaboration, particularly when navigating complex challenges. Working together is what enables us to achieve meaningful outcomes that genuinely make a difference for our clients.”

Ms Solvyns told insuranceNEWS.com.au the award validates her passion for claims advocacy.

“Being able to assist and guide someone in their time of need is honestly both a privilege and a rewarding experience. Professionally, this reflects the collective efforts of my colleagues at Gallagher, and the wider industry that I have the pleasure of working alongside in complex claims.”

The role of claims professionals is evolving “well beyond the traditional view”, she says.

Technology is relieving some of the administrative burden – “making the human side of claims even more important”.

When a significant or complex loss occurs, clients need more than someone to manage the process, she says.

“They need someone who can interpret coverage, bring the right experts together, work through technical issues and advocate for them when it matters most. That requires technical expertise, but also judgment, empathy and clear communication.

“No two claims or clients are exactly the same, and often we’re working with people at an incredibly difficult moment, for their business or personally.

“Claims are where the promise of insurance becomes very real, and how we support clients through that experience is what stays with them.”