Service standards
We are always keen to enter into reasonable service standard agreements with our principals.
If there is no agreed standard then the following applies:
- Initial contact within one hour
Contact client as soon as
possible and at least within one hour, of receiving instructions.
- Arrange to carry out survey
on the same day as appointment or as required by circumstances.
- Recovery rights same day notice
Identify any third party
liability issues and ensure legal rights of recovery
are preserved on day of appointment ensuring joint survey offers
are made and confirmed in writing with appropriate parties.
- Liaison with insured:
Highlight the crucial
aspects of the claim with the insured and identify those areas, if
any, which will require detailed investigation. Maintain close contact
with insured so that claim is progressed promptly.
Confirm that the insured is aware of any aspects of the claim which
might affect policy response or coverage.
- Reports to insurer:
Same day (as appointment) preliminary advice by
phone, e-mail or fax to insurer with similar to broker if such liaison
is required.
Formal report with all available relevant documentation to insurer, by
fax or e-mail within 5 days of survey.
Follow up with mailed/couriered original documents as required.
- Documentation sought:
Insurance certificate - as
applicable
Ocean/Air shipments: non-negotiable copy of bills of lading/waybills
sought from outset of claim
Supplier's invoice, evidence of sales contract, terms of sale
Delivery notes/claused receipts
Where applicable:- Tally notes; Outturn reports for containers;
temperature records/recorders; certification for produce and the like.
- Contentious issues:
Possible contentious issues
dealt with by separate phone contact with insurer
- Legal intervention:
It is our policy that insurers are advised
immediately, at the outset of a claim, if legal intervention is
considered a possibility for reasons of, for example, protection of
privilege, protection of recovery rights, arrest of vessel and the
like.
- Insurers will be advised
and approval sought before appointment of expert consultants.
- Follow up:
Our standard follow up procedures have a maximum limit of one month from the last report or
correspondence date with our principals. The limit may be shortened by
request.
All queries to :
