Craig Furness, CEO, Gallagher Bassett in Auckland, New Zealand is looking forward to continued growth in the market. 

“The insurance industry will continue to evolve over the next few years, and our priority in New Zealand will be supporting insurers and government to achieve superior outcomes for their claimants,” Furness says. 

Gaining alignment

For Furness, the real essence of the relationship between Gallagher Bassett and its customers comes down to partnership. 

“I’m very firmly of the view that we are better off if our objectives are completely aligned and we know what is strategically important to each other,” he says. 

“It is also important for us to be genuine about delivery to the business’ vision, which makes specific reference to the delivery of ‘Demonstrably Superior Outcomes’.  Again, this is best achieved in a world built around true partnership.”

The team currently works in a hybrid model out of the company’s offices in Auckland and Christchurch (plus an extensive, nation-wide, remote contractor network). Its vision is to continue to grow the organisation’s reach.  

“As our team focuses on life and health, property and motor, loss adjusting and surge resourcing, we’re keen to ensure our experienced claims consultants are able to rapidly respond to events outside major cities,” Furness says. 

Proud New Zealander 

Born and raised in Christchurch, Furness describes himself as a “proud Cantabrian” from a family with roots throughout the South Island.  Furness has also come to love Auckland, where he has now been based for 25 years.   

He says his family played a crucial role in shaping his career.   

“I grew up in an environment where continued personal growth was simply something that was part of who we were and I truly think that this has made me who I am today,” he says. 

He attended the University of Canterbury, completing a Master of Commerce degree majoring in Operations Research.  ‘I never ended up working in a pure operations research environment, but the thinking and focus on analytics has been relevant in all sorts of roles since,” he says. 

Furness started his insurance journey with National Mutual, now AXA, in 1990 with a short-term role completing client survey analysis.   

Following a short period of actuarial study, his career headed down the client services and sales path on the way to management roles. 

Having worked with the likes of Colonial Mutual and Sovereign, Furness decided to take on a different challenge outside the safety of the life insurance world with Cosignia, a start-up Life and Health TPA [third party claims administrator].   

“I had also spent a period at Sedgwick Noble Lowndes and Mercer as a broker and superannuation consultant, which proved invaluable experience for me during the development of the Cosignia business,” he recalls. 

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