Third-party claims administrator Gallagher Bassett (GB) has responded in time for changes to Australia’s General Insurance Code of Practice.
“GB is well advanced in the provision of focussed training programmes concerning the significant family violence policy provisions to take effect on July 01, 2020 and the wider new General Insurance Code of Practice provisions in advance of the general effective date of July 01, 2021,” said the company, which works closely with industry stakeholders to ensure that claims services are fully compliant.
According to Damien Gilhooley, integrated claims solutions general manager at GB, they have tailored their learning and development programmes and customer service focus in line with the requirements of the revised standards developed by the Insurance Council of Australia.
“Policies and processes have been refined and created to ensure that our claims professionals prioritise, support, and are sensitive to affected customers,” noted Gilhooley.
“The adoption and implementation of necessary support processes for customers experiencing mental health issues, those subject to family violence situations, and/or those undergoing financial hardship have been embedded and restated as key components within our claims and service policies, processes, and values.”
Meanwhile the GB team is on hand to discuss the updates and how they are designed to enhance customer service outcomes.
