Author: Kris Elliott
We’re proud to announce that Gallagher has won the Innovation Award at the 2025 European Pensions Awards, celebrating our commitment to transforming pension administration through technology, empathy, and strategic insight.
We caught up with Kris Elliott, Director of Implementation and Technology, to explore what this recognition means for our clients and the future of pensions.
Q: Kris, congratulations! What does this award mean for Gallagher and our clients?
Thanks so much, it’s a huge honour. This award is a real milestone for us. It recognises not just a single innovation, but the way we’ve consistently approached pensions administration: with a mindset that blends deep experience with forward-thinking technology.
For over 50 years, we’ve been quietly pushing the boundaries of what’s possible in this space. We’ve always believed that administration should be more than just accurate and compliant. It should be intuitive, empowering, and even enjoyable for members to engage with. This award validates that belief and the work our teams have done to bring it to life.
Q: The pensions industry has its fair share of challenges. How is Gallagher helping to solve them?
Absolutely, it’s a complex space. One of the biggest challenges is fragmentation. Many members have pension pots spread across different schemes, which makes data hard to access and even harder to manage. That’s a real headache for administrators and a source of confusion for members.
We’ve tackled this by building a unified, proprietary platform – Gallagher Guide for Pensions – that brings everything together. It allows us to deliver a seamless experience for members and trustees, with real-time data, intuitive navigation, and powerful automation. We’ve also invested heavily in analytics and AI, which helps us manage large-scale transitions and improve data quality at speed.
And with the spotlight on Consumer Duty, there’s a growing expectation that digital experiences should be clear, engaging, and accessible. That’s exactly what we’ve built, and we’re proud to be setting a new standard.
Q: Tell us more about Gallagher Guide’s Pensions platform. What makes it so effective?
Gallagher Guide is the backbone of our administration service. It’s a single, scalable platform that services all our clients’ schemes, so we’re not juggling multiple systems or relying on bolt-ons. That gives us incredible agility and consistency.
At go-live, we typically achieve over 95% automation of member calculations, which is a huge efficiency gain. It means our teams can focus on value-added support rather than manual processing. And for members, it translates into faster, more accurate results and a much smoother experience.
We’ve seen over 2.2 million logins in the past year, with over 100,000 in-app quotations. That level of engagement tells us we’re getting it right, and that members are finding real value in the platform.
Q: You’ve launched some impressive digital tools. How are they improving the member experience?
We’ve always said that technology should enhance the human experience, not replace it. That’s been our guiding principle.
Take RetireOnline, for example. It allows members to complete their entire retirement journey digitally, from quote to payment. For one client, it reduced manual processing by over 95%. That’s a game-changer in terms of efficiency, but more importantly, it gives members control and confidence at a critical life stage.
We’ve also launched the Gallagher Guide mobile app, which mirrors the online experience and includes biometric login for added security and ease. It’s highly transactional and designed to meet members where they are, on their phones, on their terms.
Q: The Member Experience Team (MExT) was a highlight of the submission. What makes it so effective?
MExT has become a cornerstone of our service model. It was designed to elevate the member experience by combining deep scheme knowledge with digital fluency. Rather than routing calls through generic service desks, we built a dedicated, on-site team trained specifically in our schemes and technology. This means members speak to someone who understands their situation and can resolve queries quickly and empathetically.
The results speak for themselves: sub-10-second wait times, over 95% first-call resolution, and a consistently high standard of support across voice and digital channels. We’ve also introduced real-time case tracking via our portal, so members can follow the progress of their requests without needing to chase. And with AI-powered sentiment monitoring, we’re able to proactively support members during more sensitive interactions, ensuring every conversation is handled with care.
Q: What’s next for Gallagher in pensions administration?
This award is a proud moment, but it’s also a launchpad. We’re continuing to invest in the areas that matter most: technology, transparency, and member experience. Our roadmap includes new tools that will give trustees a deeper, more intuitive view of service quality, helping them stay ahead of expectations and make more confident decisions.
We’re also exploring new ways to bring clarity and ease to the member journey, whether that’s through smarter automation, more personalised digital experiences, or enhanced support for vulnerable customers. The next phase of our innovation will focus on making pensions administration not just efficient, but genuinely empowering.
There’s more to come, and we’re excited to share what’s next very soon.
Ready to learn more about how Gallagher can help you with your pension administration needs? Get in touch for a demo today.
