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Service level charter for Products & Airports

Aviation Group Service Charter

OUR UNDERWRITERS WILL BE AVAILABLE FROM AT LEAST 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 each Monday morning prior to 9am to circulate specific timings for underwriter’s availability at the box in Lloyd’s and at the Catlin office for the week ahead, this will include all office phone numbers and mobile phone numbers

We commit that underwriters will be available by giving prior notice from 8am.

 

Promptness of response

We will acknowledge all business enquiries within 24 hours. We will advise who will be the underwriter dealing with the enquiry and agree a response time.

We commit to processing endorsements on the day of receipt.

 

Consistency and predictability

We are committed to offering a consistent approach to our risk selection and if required, will outline with every indication how we have arrived at our decision.

We are committed to informing our brokers of any changes to external or internal models that would influence our risk appetite.

 

Expertise and empowerment

We are committed to making available the appropriate underwriters for client meetings.

We are committed to having empowered underwriters available during underwriting hours from 8am until 6pm.

We are committed to making available the appropriate underwriters to travel and visit existing and prospective clients and to attend major market conferences

 

Feedback and communication

We are committed to meet our brokers on a regular basis to discuss the Catlin Service Charter, Catlin’s results, the market environment and our risk appetite.

 

 

THESE ARE OUR ULTIMATE TARGETS AND WE SHALL USE OUR BEST ENDEAVOURS TO ACHIEVE THEM.

WE COMMIT TO MAKING THE RESULTS AVAILABLE ON OUR WEBSITE AT REGULAR INTERVALS.

WE ARE ALWAYS OPEN TO DISCUSS HOW YOU THINK WE CAN IMPROVE.

 
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