Claims Excellence Awards finalist 2021 Q&A: Gallagher Bassett settles 70% of Covid-19 claims

Here we feature Gallagher Bassett’s entry into the Claims Team of the Year – Covid Response category. 

Gallagher Bassett entered its COVID claims team into this category, to see more fantastic Q&As from finalists, click here

What key achievement did your entry highlight?

That the need for a multi disciplined, expert team was needed to handle the claims whilst showing understanding and empathy to the current situation. Since the beginning of the first lockdown, the Gallagher Bassett Covid-19 claims team has received in excess of 3,000 claims, with 1,500 being received in the first month of the project.

Additional lockdowns meant cases also had to be reopened. This meant highly complex loss teams were required to handle the claims, at Gallagher Bassett we were able to utilise the breadth and depth of our departments to handle the claims which to date has seen 70% of them settled.

Can you share data or testimonials to back up your bid to win?

From customers of clients we have handled the claims on behalf of:

“I just wanted to send this email to thank you for your efficient and empathetic handling of the claim. I know that your workload volume is likely to be overwhelming during these unusual times and so I very much appreciate your quick responses to questions, confirmation of documents received and requests for information you need to calculate our claim.”

“Thank you very much for your efficient service during this difficult time. I am more than impressed.”

“Thank you so much for processing my claim in such a timely manner. Considering the amount of claims you must be dealing withat the moment, your service has been nothing short of exceptional.”

What sets your firm apart from the other shortlisted contenders?

Our dynamic resource model offered a flexible, agile multi-disciplined skill set to the claims, allowing our lawyers, customer service advisers, accountants and loss adjusters to be flexed at different points in the claim life cycle to provide the right resource at the right time.

This coverage of services allowed us to provide an empathic approach to support the thousands of customers who needed a response. With our flexible model we were able to provide rapid response when explaining why they had no cover or advising that we needed certain information to validate the claim, ensuring no customer was left in the dark.

How will you celebrate if you are the victor?

We’ll be celebrating with all our colleagues! A true multi-class team effort from the divisions within Gallagher Bassett and everyone who has helped deserves recognition for the role they have played in supporting.