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Service level charter for Life

Speciality Group 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 that our Underwriters will be available to meet brokers and clients from 8am and up to 6pm each working day by giving prior notice

We commit each Monday morning to circulate specific timings for Underwriter’s availability at the box in Lloyd’s and at the Catlin office for the week ahead

We commit to making ourselves available to meet with your clients at our office or yours

 

Promptness of response

We will acknowledge all business enquiries within 24 hours, advising the Underwriter dealing with the case, and agree a deadline with you. We commit to meeting deadlines we agree with you

We will execute all Endorsements on the day of receipt

 

Consistency and predictability

We will provide details of our appetite and capabilities on Catlin.com in downloadable format

We are committed to delivering consistency in our pricing and will explain rationale behind pricing terms, and where required will follow up with you via e-mail, telephone or face to face.

We are committed to informing our brokers of any changes to external or internal models that would influence our pricing or risk appetite to ensure we are consistent with our pricing in advance of major renewal seasons

 

Expertise and 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

 

Feedback and Communication

We are committed to clearly displaying underwriters contact details at the box

We are committed to providing at least one weeks notice to our brokers when an entire team will be unavailable for a day

We are committed to regular, open and transparent communication with our brokers

 

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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