Service Standards
The following uses the term “insurers” to mean the instructing principal. We accept from insurers, shipping companies, P& I clubs, forwarders, carriers and lawyers.
Initial contact – within one hour
Contact client as soon as possible and at least within one hour, of receiving instructions.
Survey- same day
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 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 is sent to insurer, by fax or e-mail, within 48 hours of survey.
Follow up with mailed/courier original documents as required.