Embed Size (px)
Citation preview
RIMS 2018Annual ConferenceSan Antonio, Texas
WELCOME TO GALLAGHER BASSETT
GUIDE
GO BEYOND
GUARD
We guide those suffering a loss to the best outcomes for their health and financial
well-being.
We guard our clients' assets as the trusted stewards of their claims and risk management programs.
We go beyond expectations in the continuous pursuit of a better way.
Welcome to RIMS 2018 and San Antonio!
As President & CEO of Gallagher Bassett, I appreciate you meeting with our team, sharing your goals and learning about our organization. Through my eight years at GB, I have been continuously inspired by the expertise, innovation and commitment of our team and encourage you to learn more about how we deliver the best outcomes for our clients.
This isn’t simply my opinion, but the shared perspective of clients throughout the industry. In fact, just this January, GB was recognized by Risk Managers as Advisen’s top ranking claims operation for primary casualty programs. In the same week, GB and our LUMINOS platform was given top honors as the leader and most comprehensive RMIS among all TPAs, ranking best in solutions offered, system capabilities and Net Promoter Score.
It’s not enough to be the best overall; we have to be the best for you. As you meet with us, ask questions and be prepared to answer some from us as well. We believe a successful partnership is forged through mutual understanding of your goals and how we will achieve them together. We want to learn what success looks like for you, your team and your company.
If advanced analytics is your priority, ask about LUMINOS and S.M.A.R.T. Benchmarking. Our analytics drive insights and action to improve your program. If your focus is on medical management, ask about GBCARE. Our integrated solutions support injured workers, resolution managers, and nurses through critical moments and decisions over the lifetime of a claim. If your priority is claim handling throughout the world, ask about our global capabilities. If your priority is exceptional management of specialty liability claims, ask about our industry-specific expertise. If you want to know how we deliver superior claims handling consistently, ask about our commitment to quality.
Finally, if you really want to know what differentiates us from the rest of our competitors, ask how we attract and retain the best people. You may not need to ask, however, because I am confident you will feel the difference just meeting with our team.
We go beyond expectations in the continuous pursuit of a better way. Let us show you how we can achieve tremendous results together!
Guide. Guard. Go Beyond.
Scott Hudson
3
OBJECTIVES/GOALS?YOUR BUSINESS? RISK PROGRAM?
WHAT’S ON YOUR MIND?
Before discussing what makes GB unique, let’s focus on what matters most to you. We need to understand the challenges and opportunities within your business and risk program to be a better partner now and in the future.
4
WHAT MAKES US DIFFERENT
RESULTS “We’ve been with GB for just over a year now. GB has become an extension of our Risk Management department. They bring a results-focused mentality and col-laborate well with our Risk Management team to provide the best treatment for our injured team members while resolving claims expeditiously. We’ve had phenomenal results in our first year. We expect that the best is yet to come.” — Brad Reese, Director of Risk Management – Asbury Automotive Group
EXPERTISE “We have been very happy with the decision to change TPAs and partner with GB nearly two years ago. Their technical capabilities have enabled GB to score higher on audits than our previous provider. We have a qualified and engaged team of resolution managers, with significantly less turnover than our previous administra-tor. GB is fully engaged and invested in our program.”— Associate General Counsel – Fortune 500 Grocery Chain
INNOVATION
“We have been extremely pleased with the performance of Gallagher Bassett. They understand the unique characteristics of the retail industry and provide creative solutions that are customized to meet the needs of our company. GB is truly a long-term strategic partner.“— Vice President of Risk Management – Fortune 500 Retail Company
QUALITY“During our recent claim closure project, our broker gave glowing reviews of the GB Resolution Managers. They noted that the claims were managed exceptional-ly well and were particularly complimentary of the reserving practices.”— Laura Higginbotham, WC Program Manager – Owens Corning
CULTURE “What’s the GB difference? It’s having Resolution Managers that are your business partners. For 75 years, we’ve understood the sacred trust a parent gives us when they send their teenager to work in one of our restaurants. If that teenager gets hurt, I know our GB Resolution Managers will make sure they keep our promise to give that worker the best care for their recovery. GB isn’t just our TPA, they’re our business partner.”— Patrick Jones, Claim Manager – Harman Management Corporation
5
“For over 15 years, GB Resolution Managers have been an integral part of our organization by demonstrating care and compassion for the well-being of our AutoZoners. GB’s ‘Go Beyond’ philosophy compliments our culture of ‘Going the Extra Mile’ to deliver superior outcomes for our AutoZoners.”— Chris Brown, Controller — AutoZone
Before a predictive model triggers, before a medical bill is reviewed, before a loss run is generated, there is an interaction – between someone suffering a loss and a claim professional. We call these claim professionals “Resolution Managers” because of their critical role in manag-ing claims to the best possible resolution. Quality claims handling begins with these individuals, and we make it our mission to attract, develop, retain and recognize the very best in our industry.
Talent & Acquisition Development Coordinators
GB University
Find, attract and train new talent to GB
Career Paths
Tenure-Based Training Recognition Program Transition Services Team
A robust training and claims certification
program
Goals and milestones to support retention
and promotion
Equip claim professionals with management and
business skills
Reward and celebrate the best of the best
Proven claims specialists who bridge transition to
permanent team members
OUR TEAM: THE HEART OF GB
6
Delivering superior outcomes requires having the best medical management capabilities. GBCARE is GB’s state-of-the-art integrated portfolio of medical management solutions. GBCARE is a combination of internal best-in-class solutions and those of third-party providers, all leaders in their respective domains. Leveraging GB’s unmatched data resources, case mix-adjusting capabilities, and decision support analytics (Waypoint), GB directs the engagement of these resources at pivotal moments throughout the life of a claim. GBCARE solutions are carefully integrated within claim operational best practices and managed to the highest quality standards by dedicated service and support teams.
Bill ReviewClient CARE (Integrated
Stewardship)
Direction of CARE Clinical CARE
� Smart routing � Fee schedule
and U&C � Network and
OON discount optimization
� Clinical validation
� OBN, MPN, HCN � Narrow network � Ancillary network
solutions: Rx, PT, diagnostic, HomeHealth, DME, T&T
� Clinical guidance � Rx profile utilization
management (incl. DUA/P2P and monitoring)
� TCM/FCM � UR/peer review � IME � RTW coordination � Clinical roundtables
� Integrated program reporting
� Payment trend analysis
� S.M.A.R.T. Benchmarking
POI CARE
� PC365 � Telemedicine � Catastrophic
response � Intake integration
GBCARE
7
“We had an unbundled program that wasn’t scalable. We needed a partner who offered breadth, innovative solutions and delivered greater cost savings. We needed GBCARE.”— Steve Richards, Director of Claims and Litigation – Coca-Cola Bottling Co. Consolidated
INTEGRATED MEDICAL MANAGEMENT
8
GB LITIGATION MANAGEMENT PROGRAM
After losses and medical, the cost to defend your organization is among the largest expenses for your risk program. Gallagher Bassett’s Litigation Management Program (GBLMP) is designed to help you more effectively manage these costs – through integrated legal bill review, advanced analytics and defense counsel assessment tools – we ensure you have the right firms, doing the right work at the right rate on each and every claim.
GBLMP Law Firm Performance Dashboard
Holistic Assessment: quantitative and qualitative measures to evaluate firm performance
Unbiased Analysis: outcomes adjusted for complexity, based on our S.M.A.R.T. methodology
Comprehensive Rating: firms are evaluated relative to other client counsel and GB’s book of business
9
QUALITY & EXPERTISE
GB has continued its commitment to quality with
our recent launch of the Operational Quality
Dashboard. Both our Account Management
and Claims Operation team members can
rapidly evaluate program, claim office, and
team member performance – with drill-down
functionality to identify opportunities for further
program improvement.
GB is also committed to leveraging our expertise – whether in claim handling, loss
prevention, or by keeping you informed of market developments. We encourage you to
ask a GB team member about our unique expertise across a variety of disciplines.
At Gallagher Bassett, ensuring quality throughout every part of our operation is central to our success. It’s why we have been the industry leader for over fifty years. Of course, quality isn’t a given – it requires commitment, focus and ongoing investment to make sure we execute flawlessly each and every time.
Medical Malpractice & Professional Liability
Transportation & Trucking Liability
Risk Control &Consulting Services
Synthesis of Industry Research
Emerging Regulations & Governmental Affairs
Insights and Breaking News from our Industry
10
ADVANCED ANALYTICS
Average Cost by Complexity Group
Low Medium High Very High
S.M.A.R.T. CLAIM COHORTS
Our Severity Mix Adjusted Rating Technique (S.M.A.R.T.) empowers the most apples-to-apples benchmarking of claim outcomes in our industry.
Version2.0
Client Number000000
2013 31% 53% 73% 88% 93%2014 33% 56% 76% 91%2015 29% 54% 75%2016 28% 58%2017 34%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
12 mo. 24 mo. 36 mo. 48 mo. 60 mo.
Percent Closed - Lost Time ClaimsSMART BenchmarkClient Result
Every stewardship analysis includes deep-dives on drivers of total cost of risk (TCOR): closure performance, litigation management, reserving, return to work, and managed care.
To act decisively, you need confidence. Confidence that your results are trending in the right direction. Confidence that benchmarks are truly apples-to-apples. And confidence that you and your team are focusing on the right claims. Through our team of analytic consultants, GB has developed cutting-edge stewardship, benchmarking, and dashboard capabilities to help you lead — and act — with confidence.
Innovative analytic tools, like our Claim Review Dashboard, help you and your team better manage your claim portfolio.
11
LUMINOS
“With help from Gallagher Bassett, we migrated from our unbundled RMIS system to a bundled RMIS system, allowing us to simplify reporting/maintaining systems without compromising functionality using the robust LUMINOS system.” — Kevin Boudreau, Vice President Tax and Risk Management – Boddie-Noell Enterprises, Inc.
When managing a claims program, there is a seemingly insatiable need for information. LUMINOS, our award-winning RMIS platform, fulfills this need through an extensive suite of customizable dashboards and reporting capabilities. In addition to the core LUMINOS platform, expanded functionality such as a cost allocation module, OSHA module, safety audit templates, policy management, and ERM tools are also available. LUMINOS lights the way to better risk management.
12
GBGO firstconnect puts the power of claim reporting in the palm of your hand. Whether reporting a workplace injury, a customer accident or an auto loss, GBGO firstconnect allows your organization to easily report a loss and submit pictures through an easy-to-navigate mobile app. Expedited reporting, better information and convenience– the power of GBGO firstconnect.
GBGO
In a world that keeps moving, GB delivers the best possible claims experience to our clients and their injured workers. GBGO, a mobile suite that provides faster and more effective communication, keeps all parties engaged by making claim information available on the go.
GBGO mygbclaim provides injured workers with 24/7 access to claim related information such as locating the nearest in-network provider, filling a pre-scription, checking the status of an indemnity payment or engaging their GB Resolution Manager. Simple, convenient, effective – the claim experience your injured workers expect and deserve.
13
Transitioning your claims program is a big decision. You need a partner who understands your organization, your risk program, and your goals – a partner to manage the transition experience. Working collaboratively, our team of experienced implementation professionals will guide your organization through the critical stages of transition and hold ourselves and your outgoing claim provider accountable for timely delivery. Together, we create a positive initial experience for your new and improved claim program.
“GB provided a professional and efficient implementation process – keeping us focused, engaged, and all working towards a common goal. GB took a holistic approach by thoroughly understanding our process, our partners, and our preferred outcomes. This was one of the most focused, and on-time deliveries of an implementation process I have ever experienced. We are very happy with our partnership with Gallagher Bassett, and look forward to our continued relationship.”— Amy Corbisier, Corporate Treasurer & Director of Risk – TruGreen
IMPLEMENTATION
14
BEST IN CLASS
2018 ADVISEN SURVEY RESULTS
Most highly regarded insurer/TPA for casualty claims handling
“There is a lot about our relationship that is unique – but then again, every client partnership al-ways has something unique or special about it. What sets Gallagher Bassett apart is that as a com-pany, and to a person, no matter what idea I come up with, the first reaction is never, ‘We don’t do it that way’; it’s always, ‘Let me see what we can do.’ This relationship is the yardstick by which I measure ever other business partnership I have – no one else can even come close to Gallagher Bassett.”— Patti Bennett Riddle – Cornell University Division of Human Resources
15
Joe Zinga Senior Vice President – Sales Risk ManagementD: 630-285--3602 | M: 847-997-1891E: [email protected]
Mike Hessling Chief Client OfficerD: 630-285-4269 | M: 773-209-3955E: [email protected]
Jon Stambaugh Senior Vice President – Sales Carrier PracticeD: 630-285-6351 | M: 913-638-7297E: [email protected]
Joe Berrios Senior Vice President – Account Management Carrier PracticeD: 770-719-2314E: [email protected]
Carrie Cannataro Senior Vice President – Account Management Risk ManagementD: 630-285-3521E: [email protected]
Laurie Gregorio Senior Vice President – Account Management Risk ManagementD: 630-285-3557E: [email protected]
Bill Chapman Senior Vice President – Account Management Captive PracticeD: 630-694-5137E: [email protected]
www.gallagherbassett.com
