Nothing waits on somebody remembering

Service Levels And Compliance

A service level runs on working hours against the claim, the submission or the referral it belongs to, and a breach is a row on a list rather than a discovery at the quarterly review. Commission is checked against the ceiling the market sets, every statutory figure names the instrument it was read from, and the whole model is company-scoped — a group writing in two countries is two books in one database.

Five promises, measured

Acknowledge a claim in four elapsed hours, start assessment in two working days, assess a large loss in one, quote an enquiry in three and answer a referral in eight working hours — with the achievement rate beside each.

Commission ceilings by class

Ceilings, floors and outright prohibitions are three different rules, and each names the instrument it was read from and how well that was sourced.

Documents a class demands

What must be on file before a quote may go out or a claim may settle — a checklist the system enforces, not a note in the file.

Intermediaries

The brokers and agents who place business with the insurer, kept as parties in their intermediary role.