Canada
Ireland
Meet Natasha Baugh, Claims Relationship Manager
1. What does your role involve, and how does it support our brokers day to day?
My role involves building meaningful working partnerships with our brokers, working with them on demonstrating our claims proposition, continuous improvement through feedback and reviewing their claim service experience. Educating and upskilling on our processes, claim practices and training and development also deliver great results in collaborating in managing lifecycles, touchpoints and indemnity management for customer claims.
It is also vital within this role to work with our underwriting regions on supporting new business pipeline, tender support and have a fluid approach to being able to step in to support brokers and end customers at any time!
2. What do you enjoy most about working with brokers or within the specialist insurance space?
As a specialist insurer, I really enjoy speaking with brokers about the variety of risks that we insure, and truly understand the individual needs of each customer to ensure we can respond accordingly.
I really appreciate the collaboration with our broker partners in working together to bring our customer on the journey with us and allow us to support them and add value outside of an insurance premium!
3. What’s one thing brokers might be surprised to learn about your job or the team you work in?
We are a department of 75, with 64 claim handlers. We handle 13,000 property claims and 2,700 liability claims a year, all handled cradle to grave through our expert claim handlers, who pride themselves on giving a personal service, with direct dial access.
Our teams have achieved the Gracechurch Service Quality Marquee for the last five years, topping the Insurer NPS League Table in 2025 for consistency of delivering excellent service.
4. Is there a theme or topic in the insurance world that particularly interests you right now? Why does it stand out to you?
Right now, I’m particularly fascinated by how AI is reshaping the insurance industry.
It feels like we’ve moved past the buzzword stage and into a phase where AI is genuinely transforming day to day work.
Across the market, insurers are using AI to turn huge amounts of data into better pricing, sharper risk assessment and far more personalised customer interactions, a shift that’s becoming essential as customer expectations evolve. Recent industry research shows just how critical AI has become in enabling dynamic, tailored engagement and modernising workflows across underwriting, distribution and claims.
What makes it stand out even more is that AI isn’t just on the radar of insurers, regulators are paying close attention too. In broader insurance outlooks, AI is now described as influencing “all aspects of the insurance business,” prompting more scrutiny around governance, fairness and responsible use.
For me, AI is exciting because it touches everything: customer experience, operational efficiency, fraud detection, claims handling and even regulatory conversations. It’s one of those rare themes that feels both innovative and immediately practical - and it’s shaping the future of how insurers deliver value.
5. Are there any recent projects or initiatives you’re particularly proud of?
I am proud of many of the workstreams and projects that form part of the activity following my CRM activity.
Examples include identifying the need to build a programme of communications to update brokers and customers on what initiatives we are introducing in claims and what this means and how it benefits, having a regular sales aid to underwriting colleagues on quarterly claim department updates.
We have also identified through working with brokers and reviewing 'first notification of loss' communications that the introduction of checklists for top claim perils to support brokers to help our customers gather all information for a ‘right first time approach’ is imperative to getting our customers back on their feet in their time of need.
6. Outside of work, how do you like to unwind? Any hobbies or interests you’re happy to share?
I am blessed with 9-year-old twins. They are both very different characters with different interests – my son loves football and always wants to be outdoors and my daughter is extremely dramatic and theatrical, taking part in stage school performances!
Outside of this, I love good food, live music and festivals.
7. Is there a charity or cause you’re passionate about, and what inspired you to support it?
My father had a cycle accident in January 2024 and has unfortunately been left with a brain injury.
I was introduced to Headway after looking for support for counselling services for him and our family on how we approach this new way of life.
Headway - the brain injury association is a national charity that works to improve life after brain injury. They provide information, practical support, and rehabilitation services to help individuals rebuild independence and confidence, as well as supporting the wider family.