Asia’s insurance market, marked by talent challenges, global risk programmes and increasing climate exposures, requires a new balance of technology, compliance and specialist expertise, according to Sedgwick’s regional chief, Stephen Kerr.
Kerr formally stepped into the role of Sedgwick Asia CEO in November 2024, having served as interim CEO in 2023, and then as regional COO for the business. With more than three decades in the claims and loss adjusting industry, he brings experience across major loss claims, high-net-worth portfolios, special investigations and building consultancy to the position.
“There is much focus on technology and AI solutions, and Sedgwick is investing significantly in this space,” Kerr tells (Re)in Asia. “That said, in my view, for more complex claims, the industry remains a primarily people-based environment. Deep knowledge and the ability to deliver creative solutions will continue to be a differentiator.”
Stephen Kerr
Sedgwick Asia CEOThe war on talent
Kerr identified talent as one of the biggest challenges in Asia. The region’s labour market is highly competitive, with prospective entrants having more options than ever. However, insurers could be short of more than a million workers in the next decade, with retirements and rising competition squeezing the labour pool.
“The war on talent is alive and well in Asia, and our industry is in fierce competition. As such, attracting and retaining the best people must remain a key objective for us all,” he said.
Stephen Kerr
Sedgwick Asia CEOAt the same time, Asia is home to highly technical professionals tackling some of the world’s largest and most complex losses. Insurers, brokers and adjusters are also increasingly pressed to manage large, multinational risk programmes that cut across jurisdictions, languages, currencies and market practices.
As a response, Sedgwick is expanding its specialist teams across Asia, adding expertise in aviation, energy and natural resources, marine coverage and hull/heavy engineering, and forensic accounting. Just last year, the firm rolled out a dedicated energy and natural resources practice in APAC, aimed at supporting both the region’s traditional power mix and its pivot to renewables.
“For the last two years, in addition to investing in and growing our existing lines, we have been focused on building specialist teams to better serve our clients,” he said.
“These teams continue to grow and add depth to our business, helping to build our offerings for our valued clients, as well as ensuring Sedgwick remains a great place to work.”
Experience at the core
Outlining Sedgwick’s strategy for the next 12–18 months, Kerr said growth will be built on two pillars: colleague experience and client experience.
For colleagues, Sedgwick is rolling out a suite of initiatives. These include a Pathfinder programme for senior technical roles, soft-skill and technical training, Lunch and Learn sessions, a leadership track for the next generation, and a planned intern and graduate intake from 2026.
The firm has also introduced Colleague Champions, an internal initiative to give staff a stronger voice, and expanded CSR activities to build local bonds.
Stephen Kerr
Sedgwick Asia CEOFor clients, Kerr emphasised the need for trust and service excellence, especially at the point of loss.
“A claim is the tangible manifestation of the insurance product, so service excellence, at the point of loss, will shape the perception of value and brand.
We put significant focus on delivering great service, keeping all parties up to date at all times, shaping clear communication, and setting expectations from day one.”
To reinforce this, Sedgwick is introducing service excellence awards to recognise colleagues who go beyond expectations for policyholders and continue to invest heavily in training.
The rollout of Darwin, Sedgwick’s new claims management platform, adds to award-winning tools such as Smart.ly and ViaOne, which provide clients with more efficient claims handling.
“We also invest in our technology solutions, leading to slicker, simpler processes which have received industry recognition,” he added.
