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Gallagher Bassett Services Inc.
Offering quick and easy access to workers compensation resources and information meets the expectations of employees operating in the information age and helps them return to work quicker, according to Gallagher Bassett Services Inc.
With the launch last year of GBGO mygbclaim, its mobile app for injured workers, the third-party administrator found it was easier to engage with users than it was via other web-based portals, and the app made it easier to guide workers through the workers comp process, said Jeffrey White, senior vice president and product manager for workers compensation for Gallagher Bassett in Rolling Meadows, Illinois.
“We live in a mobile-first world, so it’s extremely important for an organization to have capability in order to compete and provide a seamless experience for customers,” he said. “The purpose of mygbclaim was to address a major issue with workers, in that they often feel lost in the process.”
Created from scratch, the app is integrated into Gallagher Bassett’s claims handling system, and updates are rolled out periodically.
The app, which is a 2019 Innovation Award winner, provides an interface to offer self-service capabilities to workers at home, work, in a clinic or elsewhere, and “it makes it very convenient for them to monitor their claim and communicate with the adjuster,” Mr. White said.
The app offers workers access to information on providers, pharmacies and medical cards, and allows them to make appointments, communicate with adjusters and monitor indemnity payments, among other things, he said.
“It’s designed to provide them with the right information at the right time,” Mr. White said.
Takeup of the app has been greatest with complex claims that involve indemnity payments, where one in three injured workers use the app, and the resource they most frequently use is the ability to check indemnity payments, he said. A knock-on effect has been an increase in the number of workers using direct deposit for the payments.
Employers are also seeing benefits from workers using the app because the workers become more engaged in the recovery process and can more easily access network providers, Mr. White said.
“Injured workers who have access to the app tend to do better with respect to recovery and outcomes. The employers know that if they help promote the app, they have a better chance of recovery and are engaged in the process,” he said.
Launched 10 years ago, the Business Insurance Innovation Awards recognize innovative new products and services designed for professional risk managers.