SERVICE
The UK Club aspires to the highest standards of service in all that it does. Service is provided by the Managers’ worldwide network of offices located in London, Piraeus, Hong Kong, Singapore, Beijing, Shanghai, San Francisco and New Jersey. Service to Members is currently provided under established global systems and processes. These systems and processes continue to be certified under the ISO 9001:2000 regime which is the standard published by the International Organisation for Standardisation in relation to quality management systems. The continuing achievement of this standard demonstrates the ongoing commitment to the highest levels of service.
Service is often a distinguishing feature of the mutual insurance sector, and the Club is acutely aware that Members expect and deserve prompt, helpful responses whenever they contact the Club. Accordingly, the Club will conduct a Member Survey during the course of the forthcoming year in order to provide Members with the opportunity to comment upon the performance of the Club, and to make suggestions or recommendations for the future. Hearing the views and requirements of Members is of paramount importance to ensure that the Club continues to react to the needs of Members in a style and manner that provides real value and benefit. The results of the Survey will become available before the end of 2011 and will be made available to Members.
During the year the Club re-developed its website. The breadth and scope of available information remains similar, but a more powerful search engine will improve access to that information. The Members Area and ClaimsTrac services have retained the same structure and operation enabling all information and records to be quickly and easily retrieved. The website continues to provide advice and guidance on the
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issues affecting the industry, contact details and information on the Managers’ staff and the Correspondents’ network, and also information on the ships entered with the Club. It has, for some time, been recognised as one of the best websites in the industry and, with the recent redevelopment, this status has now been formally recognised with the award of “Best in Class” in the Insurance category at the Interactive Media Awards.
A further development during the year was the completion of the work to update the Managers’ underwriting system. The new system has been developed over a period of about two years and will see a much improved underwriting platform that is more flexible, is based on modern underwriting methodologies and which has been developed using the latest IT infrastructure and advances.
The Club has continued to support Members with technical presentations, seminars and specific events which are often targeted on the needs of particular groups from within the membership. An example of this is the annual Bodily Injury Team Seminar in the United States that focuses on these particularly expensive claims. Events are usually run by Club staff and often take place in a Member’s office or location. In addition, the Club seeks to provide education to Members through regular newsletters, contact with staff, and weekly email updates. Lastly, the Managers run an annual training event titled “An Insight into Transport Law and Insurance” to give Members an understanding of the issues and factors affecting the world in which the Club operates. This year’s course will take place in September 2011, and a regional version will take place in Athens in December 2011.
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