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Service level charter for Financial Institutions

Financial Institutions Service Charter

OUR UNDERWRITERS WILL BE AVAILABLE FROM 8AM TO 6PM

WE COMMIT TO LISTEN AND ADAPT TO HOW YOU AND OUR CLIENTS WANT TO DO BUSINESS WITH US

WE WILL TELL YOU WHERE WE WILL BE AND WHO IS AVAILABLE AT ANY TIME

 

Availability

We commit to having an Underwriter available from the FI and D&O team each day between 8am and 6pm

We commit to making ourselves available to meet with you and your travelling Clients at our Office or yours

 

Promptness (of response) / Minimum Standard Levels

We commit to agreeing a deadline with you and delivering on it

We commit to an acknowledgment within 24 hours of receipt of a submission or query

 

Consistency and Predictability

We are committed to offer a consistent approach to our pricing and will outline how we have arrived at our pricing when requested

 

We are committed to informing our Brokers of any changes to our underwriting approach that would influence our pricing or risk appetite

 

We are committed to informing our Brokers in advance of renewal dates any risks that we have concerns or issues with to help resolve these in reasonable time before renewal

 

Expertise / Empowerment

We are committed to making empowered decision makers available whenever possible

We are committed to making available the appropriate Underwriters for Client meetings

We are committed to making available the appropriate Underwriters to travel and visit existing and prospective Clients and to attend major market conferences where justifiable

 

Feedback / Communication

We are committed to clearly displaying Underwriters contact details at the Box

We are committed to regularly meet our key Brokers to highlight the current performance of their book of business with us

We are committed to providing at least one weeks notice at the Box when the entire team will be unavailable

We are committed to having all Underwriters logged onto phones at the Office and Box

 
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