Gallagher Bassett focuses on doing the basics well
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Commercial TPA Service: Gallagher Bassett, Sedgwick CMS
Commercial TPA Expertise: Gallagher Bassett Services Inc.
Commercial TPA OVERALL: Gallagher Bassett Services Inc.
Four key factors play roles in Gallagher Bassett Services Inc.'s approach to customer service, said the president of the unit of Arthur J. Gallagher & Co. Scott Hudson, president of the commercial third-party administrator, lists the four as:
• Doing the basics exceedingly well, going beyond the client's expectations;
• Leveraging the TPA's information database to drive better claim outcomes, building a state-of-the-art managed care operation;
• Emphasizing the importance of adjusters and primary care physicians;
• Attracting and retaining the best and brightest people throughout the organization, both with TPA experience as well as people from outside the industry.
That approach has made Gallagher Bassett the Buyers Choice in the commercial third-party administrator category for the 2013 Business Insurance honor.
Mr. Hudson said he recently had a discussion with 35 clients. “One of the things they talk about is we do the basics well — which is important,” he said.
He said the TPA wants to exceed the client's or injured worker's expectations on every claim, and that it keeps a “relentless focus on the basics.”
“We want to do the fundamentals of this business very well,” he said.
He said the company also leverages data to drive better claim outcomes. It recently introduced its analytics workbench, which he said is a one-stop-shop for the data related to claims, which allows users to analyze the information, understand trends and generate insights on how to lead to better outcomes.
Mr. Hudson said what sets Gallagher Bassett apart is its people, and that it strives to have the best person in each position throughout the organization.
