General:

• All our dealings with you will be conducted with integrity
• We value feedback on our performance and will deal with it constructively and promptly
• We will retain a high level of expertise and knowledge about the industries you operate in
• An underwriter and claims executive will have responsibility for managing your relationship with the Club
• We will agree a communication protocol with you
• Our general operating standards will, however, be based upon us seeking to answer urgent correspondence within the same working day, priority correspondence within 3 working days and routine correspondence within ten working days
• We will be available to you after office hours and in case of emergencies, via contact details available here.

Underwriting:

• We will charge a fair but competitive premium for risks presented
• We will provide you with a comprehensive explanation of the risk brought to the Club in terms of our understanding of the exposure
• We will explain our cover to you in sufficient detail
• Within 30 days of binding a risk, we will produce an accurate certificate of insurance setting out the terms of cover
• We will give at least 30 days' notice of forthcoming renewals
• We will reply to all new enquiries within one working day

Claims:

• We will maintain a consistent and fair approach to our handling of any claims particularly in relation to the interpretation of cover
• We will handle your claims in an efficient, cost-effective manner, following our best practice claims handling guidelines
• We will manage claims handling costs from third-party suppliers to ensure cost-effective claims services are provided
• We will reimburse authorised claims within 10 days
• We can provide you with a bespoke claims handling protocol, tailored to your needs

Loss Prevention:

• We are committed to taking a central role in the transport and logistics industry, as an independent voice representing the interests of the industry
• We will deliver at the forefront of digital service to our Members
• We will provide technical and risk management advice to you in support of any operational needs
• We will continue to champion good management practice in the shipping, transport and logistics industries and assess emerging industry risk
• We will maintain an effective participation with industry associations to ensure that the interests of our Members are protected