Davies Q&A – Susan Arsenault
Audit and assurance play a critical role in maintaining trust across the insurance ecosystem. As insurers, MGAs and delegated authority partners operate across increasingly complex global markets, the need for consistent, high-quality audit capability has never been greater.
Susan Arsenault, Senior Vice President of Audit Solutions at Davies, has spent more than two decades building expertise in insurance auditing across both the accident and health (A&H) and property and casualty (P&C) sectors. We spoke to Susan about her career journey, the evolution of the audit market, and how Davies is building a global audit capability designed to support insurers operating across multiple jurisdictions.
Could you share your background and how you came to lead the Audit Solutions business at Davies?
I have spent more than 25 years in the audit industry, with most of that time focused on insurance. My career began with a strong grounding in the accident and health sector, where I developed a deep appreciation for the importance of accurate, high-quality auditing in maintaining trust between insurers, administrators and policyholders.
Over time, my role expanded as the industry itself evolved. I became increasingly involved in managing broader audit operations, particularly as the insurance sector grew more complex and interconnected. I spent much of my career with Northshore International Insurance Services, where I was a shareholder until the business was acquired by Davies in 2020.
The acquisition marked an important moment. It created an opportunity to combine specialist audit expertise with the broader capabilities of a global insurance services organisation. Since then, my focus has been on helping shape and grow the Audit Solutions business within Davies, building on that heritage while aligning with the wider Insurance Solutions platform.
Today I oversee the Audit Solutions portfolio across both A&H and P&C sectors. What has prepared me most for this role is a combination of curiosity and a continuous desire to learn. Throughout my career I’ve always been motivated to understand not just how audits are conducted, but why they matter and how they can add meaningful value to insurers and their partners.
Davies recently launched its International Audit Solutions entity. What was the thinking behind this move?
The launch of our international audit entity reflects the way the insurance market itself is evolving. Many insurers now operate across multiple jurisdictions, and they want an audit partner who can deliver consistent high quality standards and insights wherever their risks are located.
Historically, audit allocation has often been fragmented by geography. Clients might work with different firms in different territories, which can create inconsistencies in methodology, reporting and overall quality.
Our objective with the international model is to address that challenge. We have built a framework that applies consistent technical standards globally while still recognising the importance of local expertise. Regulatory requirements, market maturity and operational expectations differ significantly from one region to another, so the way we deliver audits must be adaptable.
That balance — global consistency combined with local responsiveness — is central to the model.
There are certainly challenges when operating internationally. Regulatory variation, talent availability and coordination across jurisdictions all require careful management. But the opportunity is equally significant. Many of our clients operate globally, and they value a partner who understands their business holistically and can support them wherever they operate.
Alongside the international launch, the U.S. and Canadian Audit Solutions businesses were also restructured. What prompted that change?
The restructuring was driven by two key considerations.
First, we wanted to bring greater clarity and alignment to the way our audit businesses operated. Historically, Davies had acquired several specialist audit firms that were highly regarded and capable but operated independently. By bringing those teams together under a unified structure, we were able to create a clearer identity for Audit Solutions and strengthen how we engage with clients.
Today, the three P&C audit divisions operate as separate legal entities within Audit Solutions. This structure preserves the specialist expertise, regulatory positioning and long-standing market relationships of each business while allowing us to align leadership, standards and strategy across the wider Davies platform.
The new structure combines our Florida and Massachusetts divisions into a single U.S. and Caribbean audit division, managed by Andrew Heath. Our Canadian business continues to operate with strong continuity, with Clive Heath leading the Canadian division.
In parallel, we established a dedicated legal entity for international audits under the leadership of Ameet Kaushal.
My role provides strategic oversight across all these operations — spanning the United States, Canada, the United Kingdom, Europe and other international markets.
The second driver was the market itself. Clients today are facing increasing regulatory scrutiny, cost pressures and operational complexity. They want audit partners who understand not only compliance requirements but the broader dynamics of the insurance business.
Many insurers now have risks that extend across multiple regions. They want a trusted audit partner who can deliver the same level of quality and insight whether an audit is conducted in the United States, Europe or the Middle East. Our restructuring was designed to respond directly to that need.
Davies has effectively reintroduced Audit Solutions to the market under the Insurance Solutions umbrella. What differentiates your approach?
At its core, our approach is very simple: we focus on delivering an exceptional audit product.
That means audits that are accurate, comprehensive and delivered on time. Those fundamentals remain essential.
Where we differentiate ourselves is in the way we engage with our clients and the organisations we audit. We see every audit as an opportunity to strengthen the relationship between insurers and their partners. Our auditors are not simply evaluating compliance — they are also identifying opportunities to improve processes, governance and operational efficiency.
Maintaining independence and integrity is fundamental to the role of an auditor, but that does not mean the process cannot also be constructive. By taking a collaborative and professional approach, we are able to deliver insights that help our clients manage risk more effectively.
Ultimately our ambition is to be recognised as the preferred global audit partner for insurers — known for deep insurance expertise, consistent quality and a collaborative mindset.
Insurance clients are under increasing pressure from regulatory change and operational complexity. How does Audit Solutions support them?
The pressures facing insurers today are significant. Regulatory change, capital and solvency requirements, operational transformation and growing stakeholder scrutiny are all shaping how organisations operate.
In that environment, the role of audit becomes even more important.
Our focus is on providing clear, reliable assurance supported by deep industry knowledge. Clients rely on our audits not only to confirm compliance but also to gain practical insight into their operations.
We are seeing particularly strong demand in areas such as governance and controls, data quality and regulatory reporting. Audits are also critical during periods of change — whether an organisation is entering new markets, integrating acquisitions or scaling its distribution partnerships.
By combining technical rigour with practical experience, we aim to provide insights that help clients navigate these transitions with confidence.
Leadership and talent development are essential when building a global business. What lessons have you learned?
One of the most important lessons I’ve learned is that culture matters just as much as capability.
Technical expertise is obviously essential in audit. But building a successful global team also requires trust, shared values and strong communication.
At Audit Solutions we are working hard to foster a culture that emphasises collaboration, accountability and continuous learning. We want people to feel empowered to contribute their ideas and expertise, while also being connected to a clear purpose.
When teams understand how their work contributes to the broader mission of supporting clients and strengthening trust across the insurance ecosystem, it creates a powerful sense of engagement.
Looking ahead, what are the key strategic priorities for Audit Solutions over the next few years?
Our priorities focus on sustainable growth and continued international expansion.
We will continue investing in our people, strengthening leadership across regions and expanding our service capabilities to meet evolving client needs. Technology and data analytics will also play an increasingly important role in how audits are conducted and how insights are delivered.
But growth alone is not the goal. Success for us is defined by the quality of our work, the strength of our client relationships and the development of our teams.
Our aim is to build a business that is resilient, respected and differentiated — a specialist insurance audit provider recognised for both technical excellence and client partnership.
Davies will soon be hosting its Medical Excess Claims Conference (MECC) next week. As hosts of this landmark event, our involvement reflects a longstanding tradition of leadership and commitment to the industry. What are you most looking forward to, and what themes do you expect to be front of mind?
The Medical Excess Claims Conference is not just another industry gathering—it’s a fixture in the industry calendar, and our hosting role underscores the expertise and dedication Davies brings to shaping industry dialogue. Many of the expert speakers at the conference are Davies staff, whose deep knowledge and practical insights will offer attendees invaluable perspectives on evolving industry challenges. The Medical Claims Conference is always a valuable opportunity to connect with the wider market and understand how the industry is evolving.
The MECC event is unique in that it brings together industry competitors to openly discuss shared challenges, fostering frank and transparent dialogue and a meaningful exchange of industry insights—truly a remarkable and rare experience. From an audit perspective, I expect continued focus on catastrophic claim costs, mitigation techniques of those costs and operational consistency, particularly as claims processes become more complex and increasingly reliant on technology. Cost pressures and claims inflation will also remain key themes, especially in the A&H space, where they have a direct impact on claims management practices and reserving outcomes.
More broadly, events like MECC are a reminder that audit sits within a wider ecosystem. Hearing directly from MGUs, carriers and reinsurers helps ensure our approach remains practical, relevant and aligned with the challenges our clients are facing. I’m looking forward to it!
Finally, on a personal note, what keeps you energised outside of work?
Family plays a huge role in keeping me grounded and energised.
We are a very close-knit and active group, and spending time together — whether it’s a large family gathering or simply enjoying a weekend activity — gives me balance and perspective.
Those moments are incredibly important. They remind me why the work we do matters and help keep me motivated and focused.
For anyone considering a career in the insurance audit industry, I would say it is a dynamic and rewarding field. Insurance sits at the heart of economic resilience, and audit plays a vital role in maintaining trust and transparency across the system.
Being part of that process is something I feel very proud of.
If you would like to continue the conversation, get in touch with Senior Vice President, Susan Arsenault at susan.arsenault@us.davies-group.com
