Support

HR Support acts as your first point of contact for Gallagher-administered benefits. While HR Support is not the benefits team itself, it serves as the intake channel for questions and concerns. If your situation requires deeper expertise, HR Support will ensure your case is escalated to the Corporate Benefits Team for resolution.

Email: Gallagher_HR_Acquisition_Support@ajg.com
Phone: 630-285-3808

• Acts as your central liaison and advocate for all Gallagher-administered benefits—we don’t process claims or maintain benefit accounts ourselves, but we can help clear up confusion, explain how your benefits work, resolve problems and guide you through complex or unique situations.
• Handles eligibility and enrollment issues, transition of care requests and other status-related concerns. Particularly important for merger or legacy employees with complex circumstances.
• Provides administrative corrections and policy clarification for Gallagher-sponsored plans; if you’ve hit a roadblock with a vendor, we can step in to investigate and escalate on your behalf.
• Maintains in-depth knowledge of Gallagher-specific benefit rules, plan designs, timelines and historical records—so we can bridge the gap between vendor processes and your Gallagher employment history.

• Initial point of contact for newly acquired employees: Serving as the accessible, in-person resource for HR questions immediately following acquisition, while funneling detailed or specialized benefits inquiries to Gallagher Benefits experts.
• Time off, vacation, holiday and attendance policies: Gallagher HR Business Partners handle questions related to vacation requests, PTO accrual and usage, sick leave, and any absence management issues — areas that Gallagher Benefits generally does not manage.
• Guidance during transition and integration phases: Helping employees navigate organizational changes at the site level, clarifying reporting structures, roles, and answering general M&A-related questions not related to benefits.

Think of HR Support as your front desk and switchboard—they greet you, help with quick fixes and then connect you to the right “department” (e.g., Corporate Benefits Team for benefits, Payroll for pay, Field HR for workplace issues, etc.).

HR Support Contact: 
Email: Gallagher_HR_Acquisition_Support@ajg.com
Phone: 630-285-3808

• HR Support serves as the first point of intake for HR questions that come in via the general HR email, phone line or ticket system, and routes them to the correct subject matter expert.
• What they do:
  • Conduit to Corporate Benefits Team and other SMEs—when an inquiry relates to benefits, HR Support logs and transfers it to the correct SME, who will then reach out directly to the employee to resolve the issue.
  • Onboarding troubleshooting—assists new and merger employees with common onboarding problems (e.g., missing system access, incorrect personal info in HR systems, initial benefits access issues) before directing them to the relevant team.
  • Provide basic/general HR guidance when the answer is simple and doesn't require subject matter expertise.
  • Track inquiries to make sure they are picked up and addressed.
• What they don’t do:
  • Manage or resolve detailed benefit issues, process claims, interpret plan documents, or approve PTO/attendance requests.
• Why you might contact them:

  • You don’t know whether your question is a benefits issue, payroll issue or HR policy issue.

  • You’re new to the company and running into onboarding problems.

  • You want an HR representative to connect you to USB or another specialist rather than reaching out directly.

For issues related to pre-acquisition employment such as verifying prior service dates, employment history, or eligibility based on legacy records that may not yet have been fully integrated or transferred to the Gallagher’s HR system. The legacy HR team often retains these historic employment files and compliance documents.

• For cultural and organizational questions pertaining to the acquired entity’s norms, policies, and benefits that have not yet been fully aligned or transitioned to the acquiring company’s standards. Legacy HR teams can provide clarity on the existing culture, policies and any ongoing legacy programs that remain in effect during transition.
• To address questions about legacy benefits, pensions, or plans that remain frozen or not yet transferred. The legacy HR team maintains knowledge and documentation on these specific plans and undertakes coordination with Gallagher HR to finalize transitions.
• When seeking internal communication and updates about the acquisition specific to the legacy workforce. The legacy HR often serves as a liaison coordinating messaging, employee engagement and morale efforts until integration is complete.
• For escalated concerns or unresolved issues relating to past employment or benefits not yet transitioned or recognized by the acquiring company. Legacy HR serves as an advocate or intermediary to smooth over outstanding problems.

Website: https://bcbsil.com/ajg
Phone: 800-203-3765

Common inquiries to vendor:

• Searching in-network providers/pharmacies
• Submitting/tracking claims
• Viewing benefit explanations and appeals

Why contact BCBSIL/Prime vs. Corporate Benefits Team:

• Direct claims and provider networks
• HR helps with enrollment and payroll deduction issues, plus specific transition of care questions

Website: https://bcbsil.com/ajg
Phone: 800-203-3765

Common services provided by a BVA:

• Help compare costs for medical procedures and tests across different providers and facilities near you (e.g., surgeries, MRIs, deliveries), potentially saving you money by choosing lower-cost providers.
• Provide cost estimates for procedures, clarifying pricing differences and billing expectations before you have services done.
• Assist in scheduling appointments with in-network providers or facilities.
• Help with prior authorizations and referrals to clinical staff or other health programs.
• Simplify and explain complex benefit options across medical, behavioral health and other covered services so members understand coverage details.
• Guide you on maximizing your benefits to get better value from your health plan.
• Offer 24/7 support via phone, live chat (through Blue Access for Members website or the BCBSIL app), and text communication.

What BVAs do not do:

• Provide medical advice—you should always consult your doctor for health concerns or treatment decisions.
• Manage claims processing or benefit enrollments, which remain vendor or employer HR functions.

How to contact a BVA:

• Call the customer service number on your BCBSIL member ID card anytime.
• Use the live chat through the Blue Access for Members portal or the BCBSIL mobile app.

Why use a BVA instead of the Corporate Benefits or HR Benefits Teams?

• They can provide immediate cost comparisons and scheduling help that can save time and money.
• While Corporate Benefits handles eligibility and company-specific benefits policies, the BVA provides real-time, personalized support focused on your health plan’s coverage and provider network.

Registration Website: https://wellness.ayco.com/
App: https://apps.apple.com/us/app/goldman-sachs-wellness/id1600778026

Common inquiries to vendor:

• Scheduling financial coaching sessions
• Using online tools and calculators
• Receiving confidential advice on Gallagher benefits options
• Personal benefits education and decision-making guidance based on individual needs

Why contact Ayco vs. Corporate Benefits Team:

• Ayco provides tailored, expert, confidential coaching and tools, while HR confirms eligibility and scheduling only.

My Money Guide will be available October 1.

Contact Information: 877-232-3619

Common employee inquiries to Prudential:

• Submitting evidence of insurability if applying outside initial guaranteed issue periods
• Understanding coverage amounts, premiums, beneficiary designations and policy terms
• Initiating claims or filing death benefit claims with Prudential
• Requesting policy or beneficiary changes post-enrollment
• Exploring conversion options to permanent life insurance if applicable

Why contact Prudential vs. Corporate Benefits Team?

• Prudential is the insurer and policy administrator responsible for processing enrollment applications, underwriting (when required), policy issuance, premium billing and claims payments.
• They provide technical details about the life insurance policy, including evidence of insurability requirements, coverage reductions as you age and options to convert term policies to permanent coverage.
• Prudential handles policy servicing tasks such as beneficiary updates, claims submissions, questions on death benefit payout timelines or policy status inquiries.
• The Corporate Benefits Team oversees eligibility verification, enrollment coordination, premium payroll deductions and company-specific policy questions, but does not process claims or maintain insurance policy records.
• For benefit eligibility status, enrollment issues or questions about integration of the Optional Term Life program into Gallagher benefits, employees should contact the Corporate Benefits Team.
• For detailed policy questions, claims initiation, underwriting inquiries or beneficiary processing, employees or M&A partners should reach out directly to Prudential’s customer service.