Claims
Commercial Property Supplier Network
What are the service level agreements that suppliers need to follow?
Norwich Union General Insurance Supplier Services Service level agreements process:
| Minimum Service Standards | Standard Response Times |
|---|---|
| Call answering | 95% in 15 seconds |
| First attempt to contact Customer (Policyholder)/Broker/Contact | Within 2 hours of notification 3 attempts in total to be made within 24 hours. If no telephone contact Norwich Union General Insurance (NUGI) /Broker (if involved) to be made aware, via Fax/mail/ telephone etc. |
| Broker Communication | Level of involvement/updates in the claim cycle needs to be defined within first contact call to Broker. All updates requested to be adhered to meet service standards |
| Unsuccessful in contacting the Customer (Policyholder) | Letter issued to Customer/ (Policyholder)/Broker/Contact after 24 hours. No contact after 15 working days - Claims Unit/Broker advised on how to proceed with claim. |
| Emergency Call Out | On site within 2 hours from contact with Customer (Policyholder), immediate phone call may negate urgency - agree with Customer (Policyholder) |
| Validation (site visit) and quotation/estimate | 48 hours (or to the requirement of the Customer (Policyholder)/Broker. If required 24 hour to be offered if BI on Claim or urgent validation required. Supplier to ascertain on initial call to customer |
| Commencement of repairs below D/A limit from visit / authorisation | 10 working days maximum from receipt of excess or survey (if no excess due) - (if the Customer/Broker/Contact wish this to be sooner, than these requirements need to be met . Business Interruption needs to be taken into consideration and out of hours work agreed with Claims unit if applicable) |
| Commencement of large works (>7,500) | Agree with insured and proceed with D/A from NUI |
| Supplier will accurately validate | Validate against the insurable peril. Repair will be on a 'like for like' basis |
| Collection of excess | Where applicable before works commence or at any stage of the claim at the customers request. (Please see Appendix 6 Excess Collection process) |
| Allow betterment at insured cost | If the insured requires work that is not covered or extra work is required, the Contractor may offer this service but must make the Customer (Policyholder) aware that they will be billed directly |
| Suppliers' staff | Professional, well presented and good mannered at all times |
| Communication | Update Claims Units/Broker on any development that may affect the Customer (Policyholder)/claim immediately. Network Supplier should do this at own discretion. |
| Supplier to remain competitive by | Price, quality of works, response times and Customer satisfaction |
| Monthly Management Information report | By 10th of each month |
| Photographs | Supplier to take digital photographs (pre-works) of all non-emergency claims and retain with the claim file. Supplier to provide photographs upon request |
| Scope of works | Details of excess and scope of works are to be given in writing to the Policyholder prior to commencement of works. Policyholder signature (or contact managing the claim on their behalf - please check that this person is authorised to approve the scope of works) required on Network Supplier copy. |
| Customer satisfaction | Telephone based questionnaire will be carried out by independent Market Measured Company |
| Detailed estimate | To be available on file |
