The health insurance landscape is more complicated than ever with Affordable Care Act regulation complexities and the myriad of choices available on public and private insurance exchanges. Not only do employers and HR teams need assistance with the changing landscape, but their employees also need guidance as they become more involved as consumers in the insurance process.

One national brokerage firm is leading the charge in providing direct guidance to their clients and clients’ employees through a centralized call center system. Arthur J. Gallagher & Co. is adding to its call center services, previously only offered through its local offices, by introducing centralized national call centers as well. The four large centers will provide coverage for every time zone in the U.S. and provide advice to clients and their employees to answer questions about their benefits and needs. All four centers will use the same technology platform so each can function as back-up centers in case of natural disasters in any one region.

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