Gallagher Bassett is proud to have been a platinum sponsor of the 2024 Northern Territory Insurance Conference, held in Darwin, from 9 to 11 October 2024.

The NT Insurance Conference is built around education, providing a platform to explore and inform on current issues affecting the insurance industry. Every year, the conference presents industry professionals practising in the Northern Territory with the opportunity to enhance the sustainability of the insurance sector and undertake professional development at the highest level — free of cost.

This year, the theme of the conference was modernisation, which aimed to delve into how insurers can harness contemporary changes to meet the needs of a highly discerning and informed customer base. Our experts and speakers on-site, Bethanie Sutton and Emma Hosking, share their unique insights and solutions from the conference. These insights centred on navigating the evolving insurance landscape and achieving better outcomes in an increasingly competitive market.

Insights shared by Bethanie Sutton and Emma Hosking from the NT Conference

1. What are the areas in insurance that could benefit most from modernisation?

There is room for modernisation throughout the entirety of the insurance industry. Customer expectations continue to evolve, demanding seamless, digital-first experiences, which can only be achieved through industry-wide innovation. From underwriting and claims management, to customer service and risk assessment, every aspect of the insurance industry must adapt to provide more efficient services.

With the rise of digital platforms, blockchain, and artificial intelligence (AI), regulatory frameworks must evolve to remain updated with technology. Administrative tasks, such as data entry, form processing, and document verification can be outsourced to AI, expediting turnover times for customer enquiries and claims processing. More importantly, in personal injury streams of insurance, outsourcing to AI can directly enable or release frontline staff capacity, allowing them to focus on personalised and biopsychosocial claims management needs.

2. What are the biggest challenges insurers face when trying to modernise their operations?

Change management is one of the most significant hurdles in modernising insurance operations. The hesitation and resistance around AI in the workplace stems from employees’ perception that integration and automation might impact employment security. The goal should be to adopt a people-first strategy and train employees to enhance their roles with AI integration.

Another challenge lies in translating strategic leadership visions into practical solutions at the operational level. Front-line employees may not fully understand how organisational visions can flow through in an operational context. Clear communication, implementing structured plans, and involving employees in the change process can aid this effectively.

3. What technological innovations discussed at the conference do you believe will have the most immediate impact on customer experience in insurance?

One key innovation discussed is outsourcing menial and repetitive tasks, such as uploading medical certificates and implementing AI-driven solutions for high-volume invoice processing. Automating such administrative tasks allows employees to prioritise customer-centric work. This enables quicker resolutions, fewer errors and more time to understand client needs, profoundly impacting customer experience.

Jane Kittel, CEO of My Plan Manager Group, part of Gallagher Bassett, shared our company’s transformation over the last 4 years, investing over $20m in people technology and data. This includes an innovative tech platform leveraging automation and robotics to grow the disability plan management business.

4. What role does data analytics play in modernisation, and how can insurers use data to better serve customers?

AI is transforming the claims process by automating upload and detail extraction from medical certificates (MCs). This eliminates manual data entry, speeds up claims processing, and reduces errors.

Through predictive analysis, insurers can anticipate claim outcomes and offer personalised advice to customers based on predictive insights. This will further enhance operational efficiency and allow insurers to plan accurately.

Taking away routine data entry tasks will free up time to enable a more meaningful, person-centred approach with customers.

5. How is technology being used to support recovery of First Responders?

Bethanie Sutton, Early Intervention Manager at Gallagher Bassett, participated in a panel discussion facilitated by Alex Grigg, Executive General Manager of ProCare Group alongside Emily Melville, Occupational Rehabilitation Advisor of NT Police, Fire and Emergency Services.

Emily and Bethanie both emphasised the importance of getting the basics right, before embracing technology solutions. Communication and delivery are both paramount when building trusting relationships with individuals seeking support.

Integration across emergency service organisations, providers, and workers compensation claims managers is also crucial. This helps to reduce the levels of frustration for individuals navigating the complexities of workers compensation.

Bethanie also highlighted the psychosocial risk factors that are inherent to emergency service roles, and the importance of technology in providing them support. The MyPulse program, Gallagher Bassett’s online platform in partnership with the Tasmanian Government, is aimed toward improving health literacy of first responders and providing a way to access confidential support.

Meet our experts —

Bethanie Sutton

Bethanie Sutton, Early Intervention Client Services Manager at GB, has over ten years of experience in the personal injury management industry. As a committee member of Young Insurance Professionals (YIPs) Australia & New Zealand Inc., she actively supports the professional growth and networking of young insurance professionals.

With a strong commitment to providing clients with comprehensive and high-quality solutions, Beth aims to offer services that uplift the lives and wellbeing of government agency employees. She believes collaboration, creativity, diversity and inclusion can help overcome challenges posed by psychological risk factors in the workplace.

Emma Hosking

Emma Hosking, Head of Government Partnerships, leads GB’s dedicated team of government specialists to support public sector entities of all shapes and sizes across Australia. Her rich background of working within this sphere played a key role in developing GB’s award-winning Northern Territory operations and establishing GB’s government projects.

Emma leads her team in co-creating, developing and implementing solutions that emphasise a new era of person-centred workplace insurance and support. Whether focusing on workers’ compensation, general insurance, emergency services support, or health and wellbeing schemes, she believes that the future of effective governance lies in adopting a people-first approach