Gallagher Bassett is an international claims management company that provides claims handling services. They manage over 2.86 million claims across 86 countries with 5,000 staff. Key services include first notification of loss, third party capture, repair management, engineering, claims handling, major incident management, property damage handling, and legal services. Gallagher Bassett also provides risk consulting services including telematics, driver training, and fleet safety programs. They use a proprietary claims management system called Luminos and provide implementation and account management services.

1. Introduction to Gallagher Bassett
Guide. Guard. Go Beyond

2. Introduction from
Pat Gallagher
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2.86M+
claims managed
86
countries
5000
staff
491,251
new claims
$5.76B
claims value

3. More than just a TPA…
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4. First Notification of Loss
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4
Accidentshappen24hoursa day, every day of the
year.
We ensure that our own in-house FNOLserviceis open
to receive notification of every claim
All newclaims are triaged by a team leader/senior
claims adjuster

5. Third Party Capture
30
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2 24 24 48
min
s
hours
hours
hours
hours
Our third party capture team operateswithin the same department as the FNOL team.
Proximitycreates a close working relationship.

6. Repair Management
& Engineering
Repair Management
• Dedicated repair management team
• Strong allocation of vehicle type within network
• Customer interaction with approved partner and GB team
• Average repair cost 2019 @ £3k
• Key to Key Time managed to maintain minimum vehicle off road (VOR)
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Engineering
• Desktop Engineers
• Accreditations & Memberships
• Field Engineers
• Vehicle Valuations
• Valuation Disputes
• Repair Methods
• Estimating Systems
• Total Loss Reports
• Vehicle Salvage
HGV Network
• Dedicatedrepair management team
• 22 approved repairers
• VBRA and/ or manufacturers approval
• Nationwide agreedlabour rates
• Free storage up to 15 days
• 2 year warranty on all repairs

7. Claims Handling
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Our approach to claims handlingis simple...
We protect your reputation by:
• Only appointing qualified adjusters to handle your claims
• Agreeing trigger points in relation to significant / high profile losses
• Automating system notifications
• Having an effective implementation process that enablesus to meet you and
your key stakeholdersand understand what is important to you
• Having nominated champions within our team that deal with sensitive cases
• Working alongside legal suppliers

8. The DHL Story
2015
Start of Contract
8,000 Open claims
400 Boxes of files
1,000 Items of post
New Process | Site in a Box
GB Risk Consulting product developed
to preserve evidence on site closures
Completed Run in Claim review
Immediate claims reduction of £10m
Dormant ULR File Review
Immediate recovery of £25k leading to
Pro Forma invoice process with over
£100k recovered by Strata Solicitors
Data Quality Project
Started fortnightly meetings leading to
95% motor accuracy
100% PL accuracy
99% EL accuracy
2016
£1m Drop Achieved
£1m+ Uninsured loss recoveries
achieved in 1 year. More than
doubled the results of previous TPA
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CEO Award
DHL Insurance team win ‘Initiative
of the Year’ at European DHL CEO
Awards
New Process | Advanced Data
Advanced data washing in
conjunction with appointed
solicitors
Audit Feedback
“DHL madeaverysensible and
sounddecisionmovingtoGB”
2017
GB Claims Awards
DHL win GB Claims team of the Year
New Process | How To Videos
Dedicated ‘How to’ videos created
for the client to assist with
understanding the claims process
Credit Hire Savings
36% average savings across credit
hire bills presented
GB Claims Awards
DHL Client Manager wins ‘Client
Manager of the Year’ award
New Process | Fraud Toolkit
Additional tool implemented for
claims handlers. £1.7m fraud
savings to date over whole
contract. £2.5m pending
DHL International Seminars
Joint seminars hosted by DHL,
Gallagher Bassett and Solicitors on
motor claims process and
defensibility
New Process | EL Strategy
Meetings
Focus point meetings implemented
to drive down EL claims spend
2018
2021
Specific Contract Seminars
GB Claims team presented to the
business
New Process | GB Risk Consulting
Accident Investigation Course
designed specifically for DHL
Tender Renewal
Renewal of Claims
Managementservices for a
further five years
Innovation
Gallagher Bassett working with DHL
with regards to Claims Innovation
2019
Introduction of telematics and
forward facing cameras no
obligation free trial
Continual partnership in mitigating
claims

9. Major Incident Management
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Upon appointment, we would seek to agree what defines a “significant loss”
with you. The financial threshold and type coding will be hardwired into our
system.
Some of the triggers could include:
• Personal Injury
• Credit hire over an agreed value
• Multiple claimantcases greater than 5
• Fatality claims
• Incidents involving a cyclistor motorcycle
• Pedestrian collisions
• High value property damage
• Incidents involving minors
• Incidents involving US citizens
• Cases that may be media sensitive (Reputational Management)
Croydon Tram Derailment | 9 November 2016
(Gallagher Bassett protecting the brand of TfL)
Andrew Ritchie QC also confirmed that civil clai ms on behalf of the families have been
settled by Gallagher Bassett on behalf of TfL and their insurers, QBE. He said they had
“…acted impeccably and swiftly” to settle the bereaved families’ compensation claims.
Andrew Ritchie QC, Counsel for the Claimants at the Inquest | 17 May 2021
Glasgow Bin Lorry Crash | 22 December 2014
(Gallagher Bassett protecting the brand of Glasgow City Council)
Since 2014, Gallagher Bassett’s continuing support, guidance and expertise in designing
and assisting to implement an effective, behaviour-based fleet safety management
programme for GCC has - and continues to be – invaluable to us.
George Cairns, Development Manager for Road & Fleet Safety, Glasgow City Council

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Property Damage
+
Nationalsupply chain of over 300 approvedcontractors
and subcontractors
CharteredLoss Adjustersand Surveyors
Motor
Transportation/ Goods in Transit
EmployersLiability
Public Liability
PropertyCommercial& Domestic
Business
Retail
Utilities

11. GB Legal Services
Our approach to litigation is to:
• Provide a proactive approach to controlling litigation
• Continually develop our ‘know your opponent’ dashboard to
provide behavioural patterns on claimantlaw firms
Why use Gallagher Bassett’s Legal Services Division?
• Dedicated litigation team experienced in handling litigation on
behalf of corporate businesses
• Niche service tailored to clientrequirements
• Proven cost savings, delivered consistently
Our approach to recoveries
• £18m recovered over 10,000 claims
• Recovery rate of 95%
Proforma Motor Recovery Scheme
Over £2.6 Million of recoveriesin the last 12 months on cases where
clients would have previously abandoned the files as a result of there
not being any repair documentation
Agency Driver Negligence Recovery Scheme
Property Recovery Scheme
Risk Free
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12. Risk Consulting
TRAINING . CONSULTING. SOLUTIONS
• FLEET DRIVER BEHAVIOUR TRAINING
• FLEET35DRIVER CPCRISK IMPROVEMENT
• HEALTH & SAFETY TRAINING
• COMPETENT PERSON SUPPORT
• FLOOD FORECASTINGSOLUTION
• WAREHOUSE CLAIMSDEFENSIBILITY
• TELEMATICS& DASHCAMS
• VEHICLE SANITISATIONSPRAYS (COVID-19)
• PARTNERS IN RISK
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13. Telematics & Forward Facing Cameras
Risk Solution Partners

14. The Perfect Partnership
Dr Sandra Macdonald-Ames
Fleet Risk Consulting Manager, Gallagher Bassett
Driv er data collated from telematics is inv aluable to create a bespoke
driv er behav iour training programme for your fleet.
Gallagher Bassett’s Fleet Risk Consulting Manager adv ises fleets of all sizes
on how to manage their fleet collision risk, written fleet and driv er polic ies
and designed interv entions to reduce specific areas of concern.
Additional work has included FORS auditing and the deliv ery of driv er offender courses. Sandra
holds both a MSc and PhD in driv er behav iour, is a univ ersity lecturer in driv er behav iour and is a
qualified transport manager.
Gallagher Bassett’s Fleet Risk Consulting solutions include:
• Fleet Risk Management Bite Size Virtual training Programme
• Fleet Risk Management Rev iew and Post Rev iew Assessment
• Fleet35 Driver CPC Training – online modules and Supporting Portal
• Driv er CPC online
• Assessing Road Risk for Managers
• Road Traffic Collisions Inv estigation & Prev ention for Managers
• Influencing Driv er Performance
• Impaired Driv er Awareness training for Managers & Drivers
• Transport Manager Two Day Refresher Training
• FORS Readiness Serv ice
• Fleet and Driv er Policy Support Serv ice
07784
217 301
simon_oates@gbtpa.com
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15. Luminos
“…the frontrunner from both service
and functionalityperspectives.”
“greatly augmented LUMINOS with impressive
data analytics, case management, key
performance indicatorsandincidentstracking.”
RMIS REPORT2020
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“…the most comprehensive solution,
with the strongest abilityto deliver, and
thehighest netpromoter score.”
RMIS REPORT2019

16. Implementation &
Account Management
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17. Simon Oates
Head of Corporate & Risk Development
M: 07784 217 301
E: simon_oates@gbtpa.com
W: bit.ly/3wvVNJo
www.links.gallagherbassett.co.uk/gbconnect-gallagher