Marsh Risk has appointed Chetna Gulati-Kapoor as its global chief claims officer, effective September 1. Based in London, Gulati-Kapoor will report to John Donnelly, president of global placement at Marsh Risk, and will oversee the company’s global claims strategy across all regions.
She succeeds Rob Powell, who will move into the position of chairman of global claims at Marsh Risk.
Gulati-Kapoor brings two decades of claims experience to the role. A qualified solicitor, she previously practised in India and the UK before moving into claims roles with several UK insurers. She joined Marsh in 2021 from CNA Hardy and most recently served as global claims advocacy leader for Marsh Risk.
Insurer and broker experience strengthens claims leadership
A notable aspect of Gulati-Kapoor’s appointment is her experience across both the insurer and broker sides of the market.
Her earlier career in insurance claims provides experience of how insurers assess coverage positions, evaluate complex claims and approach disputes. That perspective can be particularly valuable in broker-led claims advocacy, where understanding an insurer’s decision-making process can help support clients during complex negotiations.
The experience is especially relevant for Marsh clients dealing with large, complex or multinational claims, where effective claims advocacy can play an important role in achieving outcomes across different jurisdictions.
Leading an expanding claims function
Gulati-Kapoor takes over a claims function that has continued to develop its specialist capabilities.
In April 2026, Marsh introduced a lead umbrella facility featuring a single dedicated claims handler, representing a new approach to managing the claims interface for complex casualty placements. The business has also been developing captive-based claims solutions for multinational clients facing pressure on benefits costs.
Against this backdrop, Gulati-Kapoor’s new role extends beyond overseeing an established claims operation. She will be responsible for helping shape and advance Marsh Risk’s global claims service model as the business continues to focus on complex and specialty risks.
