Global claims manager Gallagher Bassett says it is focused on growing its Australian business, which has performed strongly in the past several years.

The company is making the investments it needs to drive growth and meet clients’ evolving needs, according to Australia COO Lionel Charmetant.

“The Australian business is doing really well,” he told insuranceNEWS.com.au. “We have doubled in size over the past four years, servicing new clients and injured workers, and [have] attracted and trained hundreds in new talent to the industry.”

He says the company is using technology to strengthen efficiency and client offerings, and to implement preventative programs such as the MyWellbeing platform.

Tech systems have helped automate repetitive tasks that prevent staff from spending more time supporting injured workers. 

“AI-powered tools have the potential to transform our operations, but we are selective with what we choose to invest in,” Mr Charmetant said.

“Generally, we’re interested in technology that complements the skills of our experts and promises superior outcomes for our clients.”

He says mental health is an area where Gallagher Bassett is looking to do more for clients.  

“Our clients are under pressure from rapidly rising mental injury claims, which have pushed insurance premiums higher,” Mr Charmetant said.

“And they in turn expect more and more from claim service providers like Gallagher Bassett. In particular, we are helping them implement legislative reform, continue to improve return to work rates and deliver a better claim experience to injured workers and employers to solidify their social licence.

“We are doing this effectively by investing heavily in our workforce through bespoke mental health training programs, dedicated team leader programs, or reducing caseloads to allow for a more personalised claim experience.”

Gallagher Bassett’s workers’ compensation EVP Irina Simpson, who has been visiting Australia, says innovation is a part of the company’s DNA, and it is always on the lookout for technology that can improve resolution managers’ experience.

“Our goal is to provide them with decision-support tools, implementing AI where applicable, so they can focus on supporting injured workers and our customers,” Ms Simpson told insuranceNEWS.com.au.

“Our approach to AI prioritises human decision-making and ensures the injured worker is at the centre of our efforts.”