Client Service Charter

Our Service Commitment

Client service is the cornerstone of John Russell Insurance Services' success as one of the regions leading insurance brokers.

Our clients operate in a range of business activities, from transportation, construction projects, manufacturing, and retailing to professional service providers.

Whilst the natures of each of these industries are different and demanding, delivering QUALITY PRODUCTS and SERVICES is fundamental to our long term partnership with you.

This Client Service Charter sets out the services that we will provide to you, as our commitment to supporting your business.

It is our goal to deliver the highest quality service - this Service Charter represents the level of service that we will deliver.

What you can expect from John Russell Insureance Services Limited

Communications

• We will acknowledge all communications for you within 24 hours and action where practical.
• Our core account service team is able to access and read e-mails when out of the office, or outside office hours.
• We will provide via our website an organization structure chart which shows all Account Team members, their primary roles and contact details
• We will use plain English to avoid confusion.

Enquiries
To support the development of your business we will:

• Respond within 24 hours where practical to any enquiry whether or not we can assist.
• Provide guidance on the key information underwriters will need to assess the risk.
• Obtain indicative terms and advise you of the key features and conditions of any quotations.
• Recommend any options which, in our opinion, may meet your needs.
• Treat all new enquiries with complete confidentiality and advise you, if necessary, of any business conflicts we may have.

Renewal Business
Prior to renewal we will:

• Carry out a pre renewal meeting internally with Account team members.
• Discuss with you alternative renewal strategies, if appropriate.
• Request risk information from you.
• Obtain renewal terms for you.
• Fully market the risk upon appointment and advise you of any declinature and replacement market for agreement.

Insurance Security
In placing business with insurers we will:

• Only select security from insurers who meet our minimum criteria unless we receive alternative instructions from you. However we do not guarantee the solvency or continuing solvency of security of any insurer. The financial position of any insurer can change after cover has commenced.

Post Placement of Risks

• Issue evidence of Cover within 30 days of inception or date on which all insurance market participants have been agreed. This will set out full terms and conditions of the insurance arranged.
• Issue a debit setting out the premium due and settlement due dates.
• Advise you of any issues in relation to the placement of the risk(s).
• Issue regular statements of account.
• Complete a Placing file check list which is an internal check to ensure that the Contract Certainty code of practice and John Russell Insurance Services Limited 'Best Practice' have been adhered to.

Claims Assistance

• We will provide a claims handling procedure, outlining contact details and procedures regarding claims notification and claims handling.
• In the event of a major loss a senior Account Team member will be appointed to provide all necessary support.
• Ensure that once the claim has been agreed by the insurers and monies collected, payment is made promptly.
• We will keep you regularly informed of the progress of the claim, particularly if any issues arise during discussions with insurers, including any payment on account.

General Commitment to you

• Our goal is to understand your needs and objectives in relation to each enquiry that we receive form you.
• We will make full use of our resources and The Broker Network Limited to assist in the placement and management of your insurance portfolio.
• We will visit your premises, as necessary, to discuss general and specific issues at your convenience.
• Work with you to resolve any servicing issues and concerns you may have regarding our service and /or the insurance solutions we have provided for you.

What we can expect from you

To enable John Russell Insurance Services Limited to deliver a QUALITY SERVICE to you we request your support and assistance, in the following general areas:

• Abide by John Russell Insurance Services Limited Terms of Business agreement that exists between us.
• Act with utmost good faith towards us and insurers at all times.
• Disclose to us, before the insurance risk is concluded or at any time during the period of the risk, any information, fact or circumstances that you are aware of, or ought to be aware of, in the normal course of business and which is material to the risk.

Premium Payments

• Assist John Russell Insurance Services Limited by ensuring that premiums are paid promptly on the settlement due date stated on our invoice, to ensure continuity of cover.
• Advise us in sufficient time prior to the settlement due date if you become aware that you are not able to make the funds available to us on time.

New Enquiries and renewal Quotations

• Provide the information required to enable us to approach insurers for an initial indication of whether or not they are prepared to accept the risk and the cost conditions.
• Allow sufficient time for the market to be approached.
• Provide information regarding renewal in response to our requests on a timely basis.
• Confirm to us that the security engaged on each contract/risk is acceptable to you or instruct us to seek alternatives.

Claims

• Advice us as soon as possible of any event which has occurred that might lead to a claim under the cover placed by us.
• Provide sufficient information in order for us to notify insurers of a potential loss, in particular to allow them to advise or appoint adjuster/surveyor, as necessary.
• Provide timely and complete responses to our requests, where possible, in support of your claim.