RSA COMMERCIAL CLAIMS - RSA Broker Claims Factsheet... · RSA COMMERCIAL CLAIMS Helping customers is fundamental to what we do at RSA. This is about far more than what happens when

RSA COMMERCIAL CLAIMS Helping customers is fundamental to what we do at RSA. This is about far more than what happens when customers make a claim. It’s just as important what happens before a claim is made and after it has been resolved. We believe pro-active prevention and limiting recurrence is the best way to handle claims, not just for us, but most importantly for our brokers and customers.

RSA COMMERCIAL CLAIMS Helping customers is fundamental to what we do at RSA. This is about far more than what happens when customers make a claim. It’s just as important what happens before a claim is made and after it has been resolved. We believe pro-active prevention and limiting recurrence is the best way to handle claims, not just for us, but most importantly for our brokers and customers.

OVERVIEW

Liability

Commercial Motor

CE & RE

Commercial Property and Real Estate

Global Specialty Lines

Profin

Accident & Health

Marine

Legacy

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OUR COMMERCIAL CLAIMS PROPOSITION

Our belief in developing in-house technical expertise and a claims process, which starts even before a claim is made, delivers the very best claims experience for brokers and customers. In partnership with brokers, we add real value to your proposition to customers and

deliver the best service possible.

Delivered by experts – for every eventuality; before it happens, when it happens and after it happens. Unlike other insurers, we don’t just think about claims when they happen. It’s just as important to build relationships before and after a claim. That is why you tell us we offer the best claims service in the marketplace.

BEFORE • A focus on building strong

relationships, understanding the customer and helping to manage risk.

• Fully integrated approach across all RSA teams to understand specific requirements before a claim occurs

• Access to risk management information and services to reduce exposure to potential claims before they happen

• Platinum brokers receive dedicated Claims Account Managers, direct access to specialist experts and regular claims health checks

WHEN • Our technical experts deliver

tailored claims solutions

• Agreed service standards but with a tailored approach to each claim to meet the customer’s needs

• Our Claims Promise guarantees we will respond to new claims notifications within three hours and deliver an action plan within 48 hours

• Nominated Claims Manager working collaboratively with you throughout the life of each claim

• Claims teams focused on settling claims as quickly and as fairly as possible through processes like our Express Handling

AFTER • Working closely with brokers

and customers after a claim is vital to share learning, improving claims delivery and performance.

• Access to a suite of Management Information (MI)

• Platinum brokers can get a more in-depth understanding with access to expert analysis, account management planning and regular workshops and ‘Learning Labs’

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STRONG RELATIONSHIPS MAKE THE DIFFERENCE We understand the importance of building strong relationships with you and your customers. This forms the basis for all our operations and underpins our approach to claims at every touch point.

DELIVERING A TAILORED SOLUTION FOR EACH CLAIM

• We know every claim is unique, so we work with brokers and customers to ensure claims handling is tailored appropriately

• A claims expert is assigned to each claim and owns it from start to finish

• RSA Claims Promise clearly defines our service standards so both you and your client can be reassured as to how we will respond when making a claim, which builds understanding and trust

• Rapid Referral and direct access to our technical claims experts and specialists

• Access to our supply chain even outside a claim

• Claims MI is available to build an understanding of claims history

Our Platinum Brokers also benefit from:

DEDICATED CLAIMS ACCOUNT MANAGER - Assigned to work with you –

investing further in our relationship by understanding your business and creating a Strategic Claims Account Management Plan

- Fully integrated approach to claims account management, planning and business development

- Regular claims relationship health checks with end-to-end continuous improvement culture

- Coordinating and setting up bespoke claims arrangements (e.g. delegated authority arrangements – where third parties and global capabilities manage the claims, captive arrangements, etc.)

SUPPORTING YOU WITH BROKER CHAMPIONS - Sharing market sector

knowledge and experience Working jointly with you on the right opportunities

- Staying up to speed on matters affecting your clients’ businesses

LOSS PREVENTION EDUCATION AND TRAINING - Access to our Learning Labs

programme to help you grow your people and their knowledge

- Topical workshops brought to life through real examples.

RISK MANAGEMENT INFORMATION AND ADVICE - Readily available to help

your customers with effective action planning

- Risk management surveys, site visits and analysis designed to meet your customers’ needs

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KEEPING OUR PROMISES

We know that no two customers are the same, and every claim is unique. That’s why we take a bespoke approach every time.

CLEARLY DEFINED STANDARDS Great service when it really matters – underpinned by clearly defined service standards, whatever the class of business: - Claims acknowledged within three hours and an agreed plan with 48hrs - Clearly set out levels of cover and service standards - Simple outline of what needs to be provided when making a claim

DELIVERING TAILORED SOLUTIONS After initial assessment, a claims expert will own the claim from start to finish, whatever the value. - Rapid referral to the right experts and specialists - A claims expert will work collaboratively with you and your customer to agree the

individually tailored plan of action - Major Losses and Complex Claims above £500k are project-managed by industry-

renowned specialists who are focused on obtaining the best outcome whatever the circumstances

- Online Claims Tracking: Brokers can track progress of a claim in real-time online 24/7

IN-HOUSE AND PARTNERSHIP EXPERTISE, AND CLOSE SUPPLIER RELATIONSHIPS RSA believes that accessing experienced and knowledgeable experts benefits all parts of each claim, allowing us to deliver a market-leading claims experience. - Experienced, professionally qualified loss adjusters and investigators ensure quality and

speed across Property, Real Estate, Public and Employers Liability, Motor and CE&RE claims, either in-house or through our specialist partners at Cunningham Lindsey

- Market-leading counter-fraud team. Winner of numerous awards, RSA uses cutting-edge technology and methodology to protect you and your clients from the effects of fraud

- Supplier relationships: RSA has a worldwide network of actively-managed suppliers that we work closely with to ensure quality and service at all stages

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BRINGING IT ALL TOGETHER

LIABILITY

INJURY CLAIMS Highly responsive and individually tailored claims service with each claim managed from end-to-end by a specially trained injury claims expert assigned to each case including an experienced litigator where necessary.

By acting quickly and taking control of the situation, we can take the appropriate steps to help minimise any financial and reputational risks associated with a bodily injury claim. Where appropriate our loss adjusting partners are assigned to investigate on site with the customer supporting them at this difficult time. Early contact with the injured person or their legal representative allows us to fully understand their concerns and requirements and offer a tailored programme of rehabilitation and support. We seek to achieve the best outcome personally for the claimant and the best outcome commercially for our customer. Combined with open dialogue and effective collaboration with all parties, we can quickly set out and agree the best course of action to put things right

SPECIALIST CLAIMS EXPERTISE Our experts have in-depth knowledge and hands-on experience of a wide range of liability claims, with particular expertise in employer’s liability, public liability, construction, product liability, motor, pollution, personal accident, industrial disease, stress and abuse claims.

Face-to-face enquiries are carried out on site by our knowledgeable experts from our specialist team at Cunningham Lindsey, offering a ring-fenced service of RSA quality. Our professionally qualified experts will work with you, offering impartial advice to agree the best course of action. Cunningham Lindsey are the largest team of liability adjusters in the UK, working in partnership with RSA to provide a market-leading service. Following a claim, RSA can provide you with risk management support to help identify any action you can take to minimise the risk of the same thing happening again.

PUBLIC LIABILITY AND PRODUCTS CLAIMS (NON-INJURY) Our highly skilled and experienced team manage Third Property Damage claims across Commercial and Personal lines including affinity partners and their customers.

CRISIS MANAGEMENT SERVICE Our Crisis Management Service offers customers peace of mind should a crisis occur. In partnership with DWF Solicitors and Media Consultants it brings together all the expertise and experience needed to help our customers prepare for or manage any business crisis in the UK. Access to DWF 24/7 support line.

“Working collaboratively with RSA’s Loss Adjusting function, LAS has delivered a fantastic service with a new client of Aon’s and in a short time developed a great working relationship between RSA, the client and Aon built upon good open and honest communication.”

Anthony Little | Claims Management Executive Aon Risk Solutions

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RSA CLAIMS IN ACTION - LIABILITY

FOREIGN OBJECTS IN FOOD It’s not only our relationships we need to consider; sometimes the relationship between our customer and a claimant also needs to be our top priority too. Our Public Liability and Products Claims team received a Products Liability claim for nearly half a million pounds following an incident of alleged food contamination caused by the product they had supplied to a client. The claimant was a major long term customer and the incident had the potential to damage or curtail their trading relationship. An in-depth investigation was undertaken by our Products Liability and Loss Adjusting Services Major Loss Unit handlers in conjunction with DWF solicitors in which they agreed that the product could not be sold or reused due to potential health and safety risks. In discussion with the broker and customer and taking all aspects of the claim into consideration including the relationship, we agreed a final settlement figure that was substantially lower than the original estimate that was accepted by the claimant. The customer was very happy that our understanding of the wider relationship, our sensitive handling of the claim and working in collaboration with them meant that we were able to deliver the right solution ensured that their trading relationship remained intact and strong.

CLAIMS DEFENSIBILITY TRAINING We don’t just deliver a first class claims service, we also add additional value in a variety of ways including providing training to our brokers and customers when a need has been identified. We were asked by our customer, a professional child-minders association, to help them out by providing training to their front line staff in dealing with day to day claims queries from their members especially and importantly including the reporting of potential Liability incidents. Our loss adjusters delivered claims defensibility training to the association’s staff, many of whom had limited knowledge of the legal aspects of claims. To ensure maximum impact our experts tailored the session to the liabilities of child minders, included real life examples from their actual claims and provided advice on the steps members can take to mitigate claims not just when an incident happens but before and after too. The training was very well-received by the staff who felt much more confident in responding to their members questions and in passing on the advice we’re provided. The broker was happy too, and we’ve committed to repeating the session regularly so that the new staff intake can also benefit.

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COMMERCIAL MOTOR CLAIMS CENTRE OF EXCELLENCE Our Commercial Motor Claims Centre of Excellence provides you with fast access to the right claims specialists and technical expertise from the outset and throughout the life of each claim.

INJURY CLAIMS

Highly responsive and individually tailored claims service with each claim managed from end-to-end by a specially trained injury claims expert assigned to each case including an experienced litigator where necessary.

By acting quickly and taking control of the situation, we can take the appropriate steps to help minimise any financial and reputational risks associated with a bodily injury claim. Early contact with the injured person allows us to fully understand their concerns and requirements and offer a tailored programme of rehabilitation and support. We seek to achieve the best outcome personally for the claimant and the best outcome commercially for our customer. Combined with open dialogue and effective collaboration with all parties - we can quickly set out and agree the best course of action to put things right.

PRIORITY NETWORK KEEPS YOU MOVING RSA engages with a network of repair partners who can provide a complete repair and temporary replacement vehicle* solution to our customers. • UK-wide repair capability for all types of vehicle – ranging from standard and prestige cars, through to light commercial and heavy goods vehicles • Courtesy car or van provided for all qualifying customers with vehicles up to 3.5 tonnes, including a specialist replacement van service where required • Immediate authorisation of vehicle repairs for all work undertaken by one of our quality priority repair centres • Focus on cycle time, repair quality and cost control • Lifetime repair guarantee on paint and workmanship on vehicles up to 3.5 tonnes • Team of skilled, in-house Motor Engineers and Relationship Managers supporting the process and providing bespoke solutions to our customers’ needs • Out-of-hours emergency response service – including vehicle recovery/storage and onward transport arrangements to your chosen destination if your vehicle is put out of action following an accident • Available 24/7, national mobile coverage for all urgent vehicle glass repairs and replacement wherever you happen to be. *qualifying customers with vehicles up to 3.5 tonnes

FLEET ACTIVE Our Fleet Active Survey will consider management, operational control, vehicle maintenance, recruitment, training, crisis prevention and accident management as part of our comprehensive consultancy. Referrals offered (where appropriate) to: • AA Drive tech - providing effective work related road and driver safety programmes • VUE – On board vehicle CCTV.

COMMERCIAL MOTOR CLAIMS

“I must say, RSA are very good no matter what claim we put through to you.” Phil Montgomery BIBU/Abbey Bond Lovis Insurance Brokers

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IN-HOUSE LOSS ADJUSTING Face-to-face assessments carried out on site by a knowledgeable construction claims specialist from our experienced teams. Covering all construction disciplines, our professionally qualified experts will work with you, offering impartial advice to agree the best course of action. By investing in our in-house capability, we can provide you with a fast, efficient service and lower costs allow us to pass these savings directly onto your customer in the form of lower claim indemnity costs..

PROMPT SETTLEMENT

Our CE&RE claims specialists settle claims quickly and fairly

CE&RE CLAIMS SPECIALISTS From laptops to wind turbines and everything in between, our experts have 200 years collective experience of handling CE&RE claims, settling them quickly and fairly.

RISK MANAGEMENT SUPPORT

We can provide you with risk management support to help identify any action you can take to minimise the risk of the same thing happening again.

RISK IMPROVEMENT Information is shared across all our experts at RSA, ensuring that, whoever you talk to, our knowledgeable people are armed with the latest information to help you identify risk improvement opportunities.

CE & RE

“RSA Claims service currently leads the way in the engineering market”. Commercial Broker

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IN-HOUSE LOSS ADJUSTING RSA prefers to get closer to the customer and their needs by having our own in-house loss adjusters, something unique in the marketplace. By not relying on an outsourced provider we can ensure we provide the highest level of service and speed of response when a claim arises. And because we are that much closer to customers we can even work with them before a claim occurs. During a major event we believe in-house loss adjusters dedicated to RSA clients delivers a better and quicker claims experience. Covering all construction disciplines, our professionally qualified experts will work with you, offering impartial advice to agree the best course of action.

THERE WHEN YOU NEED US Pan European coverage and 24/7 out of hours claims line.

WEATHER WATCH Cutting edge geo survey technology, linked with social media allows us to quickly identify risks, so we can give advice to brokers and customers.

PROPERTY SUPPLY CHAIN Our bespoke supply chain service gives you and your clients access to a large network of vetted suppliers.

COMMERCIAL PROPERTY AND REAL ESTATE

“Our Express 5 service means we can authorise and issue payments within the same day keeping claims settlement times to a minimum and our customers happy. Good work!” Kate Higenbottam Team Leader, RSA Claims

EXPRESS SETTLEMENT

With Express 5 we settle claims quickly and fairly on receipt of 5 key items.

Express 5 for claims up to £2,500 and for claims up to £100,000 there is Express 30.

EXPRESS 5 – FOR CLAIMS UP TO £2.5K

EXPRESS 30 – FOR CLAIMS UP TO £100K

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RSA CLAIMS IN ACTION - PROPERTY

Sometimes our customers are victims of events that do not even trigger a policy, but they are still our customers, so our handlers do all they can to help. A large sandstone-fronted tenement block in Scotland that RSA did not insure partially collapsed. The local council and fire brigade evacuated the majority of the street which included seven properties that we do insure under the scheme. The broker contacted us to see if there would be any way we could consider this sympathetically as the families were not allowed back to their properties. The handler quickly liaised with the relevant internal stakeholders to explain the situation. Within the hour he had sign-off to agree the costs for the families’ stays in a local B&B until the council and fire brigade would let them back into their homes.

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THINKING DIFFERENTLY TO FIND A SOLUTION FOR OUR CUSTOMERS.

One of our CE&RE customers in Belgium suffered major fire damage to a wind turbine in Germany. The policy was written on a ‘New Value’ basis and, at the time of the fire, models of the damaged turbine were not being manufactured. There was a considerable time delay in waiting for a new turbine to be made which meant that our customer could have lost their operating license.

Our claims expert has extensive knowledge and experience in the renewable energy sector and a well established network of contacts across the world which he was able to use to deliver a solution for our customer.

He negotiated the purchase and transportation of a used version of the model from Denmark to Germany to replace the damaged turbine. This speedy resolution resulted in a considerable cost saving on the Business Interruption element of the claim and importantly safeguarded our customer’s ability to operate.

The customer was very impressed and praised our handler’s flexible and professional approach as well as their knowledge and expertise in this field.

GLOBAL SPECIALTY LINES

“RSA deal with our claims promptly and have a good understanding of our business and the way we operate. They have an excellent team handling specialist and large losses who are particularly knowledgeable and helpful as well as some highly skilled professionals who deal with Fraud issues. We have strong communication links with RSA and they are very keen to listen to our opinions and help support us.” David Helme Find out more Company Health and Safety Manager, Kerry Foods

WORLD CLASS CLAIMS MANAGEMENT

From small accidents to an epic disaster, our customers need their businesses up and running; which is why RSA is committed to providing the best claims service in the world.

SPECIALIST EXPERTISE

Delivering on this commitment takes comprehensive expertise.

Our teams are managing more than 20,000 open claims at any one time with 12,000 individual payments made every year.

We connect the right blend of specialists; from counter-fraud and supply chain experts to marine surveyors and legal providers.

We take pride in our: • Reliability and transparency, • Open access to decision-makers, • Unparalleled technical capability across the globe. GLOBAL REACH

We have partners in over 150 territories across the globe and our specialist network consultant team is on hand to work with our underwriters, brokers and customers

RSA’s Global Specialty Lines supports the insurance needs of large, risk-managed and specialist businesses worldwide. Our customers benefit from bespoke multinational insurance programmes delivering stability and consistency in cover while ensuring compliance with local territorial regulations.

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PROFIN

“I would like to thank you all on behalf of our firm for a job incredibly well done. The quality of advice, thoroughness of the defence to the claim and the support from you all in the preparation for the trial has been second to none, and it has been very much appreciated from beginning to end. I know it’s clichéd, and we appreciate that there can be no guarantees in any litigation, but your collective approach to the case throughout has instilled a great degree of confidence. We are naturally delighted with the outcome and that is wholly dependent on the work that you have put in. So once again, many, many thanks.” Company Health and Safety Manager, Kerry Foods “We are delighted with the service we receive from the Profin Claims team. They are always very professional whilst being helpful and supportive to us and the clients. They take a pro-active approach to claims handling, keeping us ‘in the loop’ & discussing (if necessary) at every stage. Many of our Clients are small businesses and the Claims Team are very empathetic to the issues that they face and will always reassure and assist in every way possible.” Liz Berman Senior Claims Executive, Lockton

NOMINATED PROFIN CLAIMS SPECIALIST FOR EACH CLAIM

Even in the most carefully run business, mistakes can happen and if these develop into a claim against your business, we’ll step in and take the strain of the situation because we know this is your customers’ livelihood.

Providing immediate advice and assistance is crucial to support customers at this demanding and uncertain time. Unlike most other insurers we have our own in-house Professional Indemnity and Financial Risk teams who have many years of experience of specific professions.

If required our specialists can also call upon a range of external partners such as barristers for additional support. These dedicated claims managers will work with you and your customer throughout the life of the claim to ensure we are all clear on progress and working towards the best outcome.

With over 400 years’ unrivalled experience collectively across our team, our in house team of 30 ProFin claims specialists have handled every type of Professional Indemnity and Financial Risk claim, from an Accountant to a Zookeeper, successfully resolving many high value and complex claims over the years. With RSA’s ProFin products, you can rest assured that you and your customers are in expert hands.

Areas of Financial Risks expertise:

• Crime • Directors & Officers • Charity & Charity Trustees • Employment Practices Liabilities • Surety Bonds • Libel & Slander • Legal Indemnities

SOMETIMES IT’S JUST ABOUT HELPING OUR CUSTOMER

Sometimes our customers’ lives are so impacted by their losses that they need a little extra compassion and a personal approach.

Our customer, an ex school bursar who was now retired and accounting for a few small tenants’ associations (not requiring a Practising Certificate from ACCA due to a sub 5k fee income) was shocked when he discovered that the rules had changed and he now needed a Practicing Certificate, regardless of the value of fee income.

The customer immediately contacted ACCA to rectify this but was told there was going to be an ACCA Disciplinary, so he notified RSA. The hearing took place and he was fined £2500 and told his name would be publicised on the ACCA website and local press - he was distraught. Fines/ penalties are not covered under the Policy so we could not assist him there. However, even though the Policy did not respond we contacted the expert we use for ACCA Disciplinaries to ask his advice who offered to look at the findings of the Committee and speak to the customer.

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ACCIDENT & HEALTH

“RSA have been the University of Manchester’s travel insurers since June 2010 and during that time I have been very pleased with the service that they have provided.

I have a good working relationship with the claims handlers who are always helpful and flexible in their approach to the unusual requirements of our University. I have received excellent feedback from travellers for the assistance provided on the ground by Captia - which is extremely important from a duty of care point of view.

In addition, claims are settled quicker than with our previous insurers so I would definitely recommend RSA to others.”

Lucy Lynch Insurance Office, University of Manchester

DRUM CUSSAC – SECURITY ASSISTANCE EXPERTS

Customers are provided access to their online Global Risk Monitoring (GRM) platform, providing detailed country and city reports for travellers with security alert updates by email. When travelling, Drum Cussac’s in-house expert crisis management and response consultants are on hand 24/7 to assist in all types of security risks/evacuation and assistance.

IN-HOUSE ACCIDENT AND HEALTH CLAIMS EXPERTS

Our RSA in-house Accident and Health claims team are our experts in this field, with extensive experience in handling these types of claims.

DOWNLOADABLE RSA TRAVEL ASSISTANCE APP FOR MOBILE PHONES

This assistance call button to puts RSA business travellers in touch with our 24/7 RSA Worldwide Medical & Security Assistance providers, offering ways to contact RSA in a non-emergency situation.

EXPRESS BAGGAGE CLAIMS SERVICE

For all Baggage claims under £500 a 24hr express claims settlement can be made with 5 pieces of information.

CAPITA GLOBAL ASSISTANCE – MEDICAL ASSISTANCE PROVIDER

Services provided include:

• Pre travel medical advice • Customs regulations • Visa requirements and procedures • Essential travel information storage • Currency limits and rules • Banking procedures and hours • Ensuring our customer receives the best medical treatment in case of falling ill or suffering bodily injury • Guaranteeing costs and direct settlement where possible with the medical facility • Arranging and supporting the medical repatriation to the customer’s home country • Providing assistance in liaison with the carrier on location of lost luggage items.

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RSA CLAIMS IN ACTION – ACCIDENT & HEALTH

The problem arose when rumours circulated that the airline used by the archaeologists was cancelling all flights due to the ongoing conflict. In stepped our security expert partners Drum Cussac.

Our claims leader took an out-of-hours call from Drum Cussac advising of the situation in Iraq and promptly authorised the evacuation. The multinational dig team of nine had managed to make their way to Erbil Airport. There the Drum Cussac security team guided them through the airport until they were safely on a flight home.

The next day we made sure a claim was set up, and gave reassurance to the client. Drum Cussac received a glowing thank you email that highlighted their professional and impeccable help.

This is a great example of ‘Keeping our Commitments’. Our policy caters for rare situations like this, meaning that we will never leave our customers stranded.

When a group of archaeologists travelled to Iraq to take part in a dig, the last thing they expected to discover was that they could be stranded and have to find a way home. Thankfully they had RSA Accident & Health protection.

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A Global Claims Proposition for the Yacht and Pleasure Craft, Freight and Logistics, Ship Owning and Management, Ports and Terminals and Cargo Shippers and Receivers Sectors.

RSA Marine has dedicated Claims Teams based in London and Manchester handling business written in the UK/ London Market generating worldwide claims. In addition we can call on the resources of our other claims teams in Belgium, Netherlands, France, Germany and Spain, providing a multi-lingual workforce with experience of most major jurisdictions.

NETWORK OF SPECIALIST SERVICE PROVIDERS

We manage a network of specialist providers world-wide, working under specific Service Level Agreements to help you come to the most appropriate solution. We ensure implementation of back-to-back SLAs with our network of overseas offices and agents to ensure that all business, wherever in the world, lives up to our promise.

E-FNOL

2015 sees the launch of our eFNOL for Regional Cargo and Transportation claims. This is an online portal which allows you to notify us of new claims and attach documents.

IN-HOUSE RECOVERIES

Our dedicated team, possessing a wealth of technical knowledge combined with strong influencing and negotiation techniques, undertaking recovery action against third parties, helping to improve clients’ claims experience and providing support for those uninsured loss elements.

CUSTOMER MANAGEMENT SUPPORT

Our Claims and Risk Management teams can be called upon to support customers on-site gaining detailed knowledge and understanding of their business and provide training or input on Risk Management matters.

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MARINE

“A valuable relationship based on a reliable, fair and customer oriented claims service provided by one of the long-established leaders in the marine insurance market.”

Melis Otmar BMS Harris & Dixon Marine

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RSA CLAIMS IN ACTION – MARINE

We have skilled legal negotiators in our Marine Liability Teams who use their extensive knowledge and expertise in pursuit of the right settlement of our customer’s claims. They also get to know their customers well and have developed good relationship with them over time and know how to respond in their time of need.

A claim arose for items allegedly damaged in transit and legal proceedings were issued against our customer who was adamant that they had no liability attached to them. Both the customer and their broker were concerned that we might back away from this claim which may have caused issues by setting precedent in future situations.

Our claims expert knew precisely what the customer needed and worked with them to defend the proceedings and build a strong defence against the allegations. At the hearing the district judge found for us on all counts and he commented that he was impressed with how we had pleaded our case.

Both the Broker and the customer were extremely pleased with the result – a prime example of technical excellence and truly supporting our customer.

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TRACING COVER BACK TO THE 1940’S

When dealing with historic claims we are often involved in trying to establish the existence of appropriate cover before a formal claim arises.

In this instance the customer was aware of a potential claim. The broker set about trying to trace cover for the period in question and contacted RSA as it was suspected we held some relevant cover.

A lengthy investigation ensued and not only did we trace and confirm cover for the relevant period, we managed to identify and fill a coverage gap spanning nearly 60 years and dating back to 1947.

The broker was very appreciative of our efforts and the fact that a large part of their client’s insurance history was now accounted for.

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LEGACY CLAIMS

Our Legacy Claims teams deal with long tail disease claims including Asbestos, Deafness, Vibration White Finger & Cancer, Abuse claims and a variety of short tail disease claims including Asthmas, Dermatitis and RSI.

The skill set of the claims team includes:

• Detailed knowledge and experience of claims handling in respect of a diverse range of disease and abuse claims • Ability to interpret complex policy and contractual wordings to establish extent of liability and policy cover afforded under a variety of historic policies • Strong negotiation skills • Extensive knowledge of case law and litigation process • Involvement in shaping future industry initiatives e.g. Meso Support Scheme.

INVESTIGATIONS TEAM

Attached to Legacy Claims, our technical experts are experienced in the investigation, interpretation and confirmation of historic policy coverage and policy wordings. They can assist policyholders in the investigation of historic policy coverage issues. “RSA continue to improve and are now often the first Insurer to respond and acknowledge claims which is very helpful to us and our customers.” Keith Robertson Willis

“Many thanks for this information – it is extremely helpful. Lots of hard work has gone into this – well done RSA!.”

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RSA COMMERCIAL CLAIMS – BEFORE

RSA has been looking after customers for over 300 years. So we know the best way to deal with a claim is preventing it in the first place BEFORE it happens. Both for us but more importantly for our customers and society at large. That’s why we place such an emphasis on helping our customers understand and limit the risks that they face. With experts across a variety of fields able to create bespoke packages of Risk Management for the customers particular business. We also know that despite the best events of preventative measures claims will happen. But by building relationships before hand and understanding what is important to the customer we can respond in a suitable way WHEN.

A FOCUS ON BUILDING STRONG RELATIONSHIPS, UNDERSTANDING THE CLIENT AND HELPING TO MANAGE RISK. Access to risk management information and services to reduce exposure to potential claims before they happen:

• Risk Awareness and Business Impact Analysis

• Health & Safety Training Equipment & Engineering Risk Management services

• Thermographic Electrical Surveys

• Vacant Property Portfolio Management

• RSA Red (Risk Engineering Database) A ground-breaking web-based way for customers to manage risk engineering data in real-time. PLATINUM BROKERS ALSO RECEIVE

• Dedicated Claims Account Managers • Direct access to specialist experts and

regular claims health checks.

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RISK MANAGEMENT SERVICES – BEFORE

CLIENT BENEFITS • Risk Awareness and Business Impact Analysis • Health & Safety Training Equipment & Engineering Risk Management services • Thermographic Electrical Surveys • Vacant Property Portfolio Management • RSA Red (Risk Engineering Database) A ground-breaking web-based way for customers to manage risk engineering data in real-time. OPERATIONAL BENEFITS • Local trading and decision making • Thinking differently about how we work together

COMMERCIAL BENEFITS • Relatively untapped income stream • Added-value services strengthen relationships

Thermographic Risk Assessment Detects ‘unseen’ hotspots that might lead to electrical failure and have the potential to start a fire. Global Consulting An international team of Risk Consultants, Risk Engineers & Safety Professionals who can provide guidance on managing, controlling and auditing risk. Engineering Inspection Help to ensure that plant, equipment & installations comply with current health & safety legislation. UKAS accredited and compliance with LOLER, PUWER, PSSR, COSHH & EAW. Vacant Portfolio Services Efficient management of empty properties by providing expert risk management guidance to minimise potential claims and reputational damage. Engineering Inspection & Consultancy Services In partnership with British Engineering Services Ltd we provide individual solutions for factories, processing plants, power stations, offices, public buildings & construction sites. Everything from lifts, escalators, cranes and window cleaning equipment through to pressure plant boilers, air conditioning units and ventilation systems.

30 - 40% of all large fire losses are the result of electrical failures. Thermographic cameras find ‘hotspots’ in electrical circuits that might start a fire if left unrepaired.

Our 450 highly trained and qualified Engineer Surveyors carry out 2,000,000 inspections every year creating 500,000 reports across 60,000 sites.

We identify 30,000 potentially dangerous defects in engineering plant, machinery and installations every year.

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RSAred: WHAT IS IT?

RSAred (Risk Engineering Database) is a ground-breaking web-based application that allows clients to manage risk engineering data in real-time, including recommendation tracking, risk profiling and modelling and client portfolio analysis. • View detailed information for individual or multiple sites

• Model an array of data in real time in order to assist in risk portfolio analysis

• Sophisticated data analysis at site, divisional or group level

• No software installation required: only an internet connection and browser.

Includes: • Recommendation tracking

• Risk profiling

• Risk improvement modelling

• Client portfolio analysis

• Generation of user-specified management reports

• Document storage and retrieval.

THE BENEFITS OF RSAred

• Improved corporate visibility

• Easy access anywhere

• User-friendly functionality

• Direction of resources and capital expenditure

• Real-time updates

• Operating efficiency

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RSA COMMERCIAL CLAIMS – WHEN

The real moment of truth is WHEN something happens and the customer needs help. They might be in an emergency situation and need assistance to save their business, reputation or even lives. Or they may just need us a claim to be settled quickly and efficiently. Whatever the situation we have industry renowned technical experts who can deliver tailored claims solutions as appropriate for each case. We know our customers are different and so is every claim. But by having built up relationships BEFORE the event we are better able to respond in the way that really meets the customers needs.

OUR TECHNICAL EXPERTS DELIVER TAILORED CLAIMS SOLUTIONS

• Our Claims Promise guarantees we will respond to new claims notifications within three hours and deliver an agreed action plan within 48 hrs

• Nominated claims experts working collaboratively with you throughout the life of each claim

• Claims teams focused on settling claims as quickly and as fairly as possible through processes like our Express Handling.

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RSA COMMERCIAL CLAIMS – AFTER

The last element of RSA claims is how we respond AFTER the claim. This part is key to ensure that the claim has been settled satisfactorily and review performance and share learnings to limit future claims or improve response. We can also work with brokers to review claim performance and feed back into the BEFORE element of claims.

WORKING CLOSELY WITH BROKERS AND CUSTOMERS AFTER A CLAIM IS VITAL TO SHARE LEARNING, IMPROVING CLAIMS DELIVERY AND PERFORMANCE • Access to a suite of Management Information (MI) • Platinum brokers can get a more in-depth understanding with access to expert analysis, account management planning and regular workshops and ‘Learning Labs’.

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RSA COMMERCIAL CLAIMS - RSA Broker Claims Factsheet... · RSA COMMERCIAL CLAIMS Helping customers is fundamental to what we do at RSA. This is about far more than what happens when

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