Service Standards from Rowlands & Hames Insurance Brokers



	CORPORATE CLIENT SERVICE STANDARDS

	Rowlands & Hames Insurance Brokers undertake to provide Corporate Clients the following services: 1 Core Services The co-ordination and management of Your insurance portfolio The design, negotiation and implementation of policy wordings. The provision/discussion of a pre-renewal report (if necessary) in good time for renewal. Advice on the management of risk. An Insurance ‘Register’ - a summary of insurances, updated as changes occur. Three or four-monthly reviews (including outstanding claims reviews), plus pre-renewal and renewal meetings (larger connections may warrant a review on a monthly basis) Other meetings as necessary. The issue and checking of insurance certificates, policies and cover notes as required. Provision of general advice as required Updates on relevant changes in, or introduction of, legislation and insurance market updates. Periodic review of the uninsured risks. The administration of senior managements’ personal policies, as appropriate, within the Corporate department. 2 Broking The preparation and issue for renewal underwriting purposes of insurance market presentations. The negotiation and placement of Your insurances with insurers, who meet Rowlands & Hames’ financial security requirements, at a competitive price. 3 Programme Design The regular review and development of Your insurance programme design. 4 Risk Control To keep You advised of the relevant risk control capabilities of the insurer, third parties and Rowlands & Hames. To discuss and manage suitable risk control aspects. To agree and price a suitable risk-control programme and contribute to any risk management committee. 5 Claims The handling of all claims as instructed (other than those reported direct, if appropriate) and to keep You regularly appraised of the status of all claims, ensuring prompt settlement and payments on account. Detailed analysis of the insurers’ claims experience prior to renewal and at regular intervals as agreed. Provision of a 24 hour emergency telephone contact via your Account Director. Director level involvement in the event of major claim disputes. 6 Other The monitoring of Insurers’ service levels. The monitoring of Insurers’ financial security. Provision and management of third party premium credit facilities allowing payment by instalments. Provision of nominated contact details for your own Account Director and Account Handler.