Gary’s route into specialist claims is grounded in hands‑on experience. From an independent garage to a mainstream automotive retailer, through customer relations at a leading telecoms company, and now supporting a key public service partner within our Specialist Claims team at ERS.

Having started out at ERS in repair management, working closely with repairers, engineers and estimates, Gary now sits at the centre of the claims journey supporting both clients and brokers day‑to‑day.

He’s also our standout Google Reviews and Trustpilot champion, receiving more 5★ feedback than anyone in our history, so we wanted to sit down with him to understand what he does so well.

What do you think makes the biggest difference in how you handle a claim?

At the start of any claim, my first instinct is always to ask, “are you ok?”

The vehicle is repairable or replaceable, the impact of an incident doesn’t always end there. People can still be shaken days later, so that first conversation really matters.

For me, it’s about making sure they feel listened to and reassured that they’re speaking to someone who genuinely cares. From there, it’s about building that relationship… keeping them informed, understanding what they need, and making the whole process feel that bit easier.

Working with these clients, I’m also very aware of the people I’m supporting… and I’m genuinely grateful for their service, so being able to help them through a difficult moment means a lot to me.

What do you do behind the scenes that people might not see?

There’s a lot going on in the background. I’m constantly liaising with repairers, engineers, total loss teams, making sure everything lines up and moves forward.

But just as importantly, I’m keeping both the broker and the client updated throughout. It’s not about sitting back and waiting for things to happen, it’s about owning the process and making sure no one is left wondering what’s going on.