Client Service Charter

On behalf of Gallagher Bassett I am pleased to present our Client Service Charter.

We commit ourselves to working in ways set out in the Charter, to enhance our services to you, our clients. We will use the Charter to set standards for ourselves, to measure our performance in delivering services and to maintain our focus on your needs.

The Charter informs you of the standards of service you can expect from us, provides an avenue to comment on our performance and seeks your input on how you can help us to serve you.

Peter Searson
Chairman

• Our commitment to high quality service
• What you can expect from us
• Our service standards
• Your responsibilities
• How to make a suggestion, comment or complaint.

Gallagher Bassett is dedicated to achieving excellence in the delivery of our service. Therefore, this charter covers all areas of our customer service.

If you believe that your service failed to meet the service standards set out in our Client Service Charter, you should consider making a complaint. If you are not satisfied with a decision that affects you, you may have review rights. Your review rights will be specified in the letter notifying you of our decision.

The charter is our commitment to high quality service, maintained for all interactions with our customers, without discrimination. Underpinning our philosophy is a customer-focussed ethic, based on energetic, proactive and timely delivery of service to all external and internal customers.

• Deal with you courteously, sensitively and in accordance with the law
• Identify ourselves in our dealings with you
• Treat you with dignity and respect
• Respond to your requests promptly and accurately
• Explain our decision clearly in a way that you understand
• Make sure that we have knowledgeable staff to answer your questions
• Make sure that you can reach the right person
• Listen to your point of view and take into account special needs you may have
• Keep your information private and give you access to it, in accordance with the law.

Gallagher Bassett will:

• Respond to all telephone messages within 48 hours
• Respond to all email and written queries within 5 business days of receipt
• Contact all stakeholders within 48 hours of receiving a new claim
• Engage with all stakeholders as part of the claims management process
• Ensure prompt payment of provider accounts and compensation reimbursements within compulsory timeframes, where applicable
• Assist injured workers and employers in the return to work process*
• Assist employers in identifying and declaring appropriate rateable remuneration*
• Ensure employers workplace industry classifications are aligned correctly to the activities of the company*
• Provide the opportunity for employers to receive detailed calculations of both current and forecasted premium payments*.

* Relates to workers' compensation class of business

So that we can provide high quality service, it is essential that you:

• Treat our staff with courtesy
• Give us accurate and complete information about your circumstances
• Provide all documents and information within the specified times
• Do not offer gifts or other favours to our staff.

We are striving to continuously improve our service to you. If you consider that our level of service can be improved or has failed to meet our Charter, we would appreciate hearing your comments, suggestions or complaints. The Gallagher Bassett complaint handling process is designed to ensure that your concerns are treated seriously and that your complaint is addressed promptly and fairly.

This is a confidential, free service to you. Your complaint may be lodged either verbally or in writing. Gallagher Bassett has Complaints Officers who are tasked with ensuring prompt and efficient review of your complaint.

To find out more about how we deal with complaints, visit the link Customer Feedback.

The Gallagher Bassett internal compliance team will review this Customer Service Charter annually to ensure it is up to date in addressing our customer's needs.