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Service level charter for Professional Indemnity

Professional Indemnity Service Charter

AN UNDERWRITER 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 empowered Underwriter available each day between 8am and 6pm

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

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, this will include all office phone numbers and mobile phone numbers

 

Promptness (of response) / Minimum standard levels

We commit to offering a decision or quote within 24 hours of when our underwriter receives a submission or query. When this is not possible we will respond within 24 hours stating who is dealing with the submission or query and a deadline for when they will satisfy your request.

 

Consistency and predictability

We are committed to offering a consistent approach to our underwriting

 

We are committed to informing our brokers of any changes to our external or internal underwriting approach that would influence our pricing or risk appetite or any risk that we have concerns about

 


Expertise / Empowerment

We are committed to making empowered decision makers available whenever possible

We are committed to immediately informing you if an account is outside of Underwriters authority and in need of internal review

We are committed to clearly displaying Assistant Underwriters and Underwriters Assistants capabilities at the box

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

 

Feedback / Communication

We are committed to meeting our producing brokers on a half yearly basis to discuss any such topic needed

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

 

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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