Gallagher Bassett (GB) has relocated its Victorian operations to new offices in Melbourne Central Tower, centralising its claims staff above Melbourne Central Station as part of its local footprint in the state. The move, effective Jan. 5, brings the Victorian team into premises configured with meeting rooms, technology-enabled spaces, and facilities for training and hybrid work. The workplace sits directly above one of Melbourne’s key transport hubs and is intended to house the bulk of the firm’s Victorian claims and support functions.
Stephanie Connolly, general manager – Victoria, said the relocation reflects the organisation’s longer-term plans in the jurisdiction. “Relocating to Melbourne Central Tower is a significant milestone for GB and reflects our long‑term commitment to supporting our Victorian team and the clients we proudly serve,” Connolly said.
The office layout includes training spaces, audio-visual equipped rooms, and adjustable workstations to be used by claims personnel managing workers’ compensation and related portfolios. “This purpose-designed workplace – equipped with dedicated training facilities, advanced AV-enabled spaces, and ergonomic workstations – enables our team to collaborate effectively, deepen their expertise, and deliver strong results for Victoria’s injured workers. We are proud to invest in a space that encourages innovation, supports effective service delivery, and positions us to meet the evolving needs of our clients as we look ahead to a successful 2026,” Connolly said.
The site comprises 300 electronic sit-stand workstations, 14 enclosed meeting rooms with integrated AV systems, and six quiet rooms with dual monitors and Microsoft Teams connectivity. Staff facilities include breakout and kitchen areas and end-of-trip amenities such as 400 bike racks, showers with towel service, hair dryers, and fitness classes. The tower has a 5-star NABERS energy rating and on-site security. Reception is now on Level 7, with mailing details and contact numbers unchanged.
The Melbourne relocation coincides with a broader growth agenda for GB in Australia, particularly in personal injury and workers’ compensation. Deputy CEO - personal injury and chief operating officer - Lionel Charmetant said the Australian business has expanded its revenue base and client portfolio in recent years. “The Australian business is doing really well. We have doubled in size over the past four years, servicing new clients and injured workers, and [have] attracted and trained hundreds in new talent to the industry,” Charmetant said.
Charmetant said current investment priorities include technology platforms, preventive programs, and staff capability to respond to changing customer expectations and scheme requirements. The MyWellbeing platform and automation initiatives are part of efforts to reduce manual processing and shift case managers’ time toward direct engagement with injured workers. “AI-powered tools have the potential to transform our operations, but we are selective with what we choose to invest in. Generally, we’re interested in technology that complements the skills of our experts and promises superior outcomes for our clients,” he said.
Charmetant said mental health trends are shaping employer and insurer portfolios, with implications for pricing and service models. “Our clients are under pressure from rapidly rising mental injury claims, which have pushed insurance premiums higher. And they in turn expect more and more from claim service providers like Gallagher Bassett. In particular, we are helping them implement legislative reform, continue to improve return to work rates, and deliver a better claim experience to injured workers and employers to solidify their social licence. We are doing this effectively by investing heavily in our workforce through bespoke mental health training programs, dedicated team leader programs, or reducing caseloads to allow for a more personalised claim experience,” he said.
Workers’ compensation executive vice president Irina Simpson, visiting Australia, said technology adoption is being framed around support for resolution managers rather than automation of decisions. “Our goal is to provide them with decision-support tools, implementing AI where applicable, so they can focus on supporting injured workers and our customers. Our approach to AI prioritises human decision-making and ensures the injured worker is at the centre of our efforts,” she said.
