Service Commitment and Performance Summary€¦ · Commitment to Service Account Service Team...

Service Commitment and Performance Summary 2012

1

Provided by Better Brokers, Inc. © 2013 Zywave, Inc. All rights reserved. The information contained herein, including its attachments, contains proprietary and confidential information. Any distribution of these materials to third parties is strictly prohibited. All rights reserved.

10/15/12

2012 Service Commitment and Performance Summary

Prepared for

Stonewall Corporation

Presented by: Joe Producer

Account Executive Better Brokers, Inc.


2


Stonewall Corporation – 10/15/2012

Agenda

I. General Overview

II. Summary Review of Services

III. Review of Technology Resources

IV. Loss Ratio Analysis

V. Future Outlook

VI. Miscellaneous Issues & Discussion – Q&A

Stonewall Corporation Attendees Better Brokers, Inc. Attendees

Janis Sterling Joe Producer

Peter Smith Sally Brokerman

Bob Walker Jim Ingsworth

Randy Potter Alex Sniderman

Sara Miller

Dan Cooper


3


Contents

Section I. General Overview

Commitment to Service Account Service Team Summary of Current Programs Client History

Section II. Summary Review of Services

Cost Savings Summary Review of 2012 Completed Projects & Services

Section III. Review of Technology Resources

Document Distribution History Section IV. Loss Ratio Analysis

Loss Ratio by Line of Business Steps to Improve Performance After a Loss

Section V. Future Outlook

Ongoing Action Items Program Design Concepts and Market Outlook


4


I. General Overview

Our Commitment to Service We appreciate the opportunity to work with Stonewall Corporation, and help you meet your insurance objectives. In order to adapt to the changing needs of your organization, we have invested in top-notch talent and cutting-edge technology. We take nothing for granted, and will always work in the best interest of Stonewall Corporation. We enjoy working with you! We look forward to nurturing an ongoing relationship through hard work, creativity and solutions that effectively meet the needs of your business. Account Service Team All of our clients are assigned to a team of specialists who are dedicated to providing a wealth of resources to serve their needs. Our professionals pride themselves on excellent service, and are dedicated to using their experience and expertise to meet our clients’ insurance objectives. Your account team’s goal is to help Stonewall Corporation save money through proper implementation and management of your P&C insurance, and they are committed to anticipating and fulfilling your needs and concerns. In addition to our own talented professionals and specialized value-added services, we have a wealth of resources available to us through our national affiliations (examples: Assurex, Intersure, Zywave). The resources available to us through these affiliations let us gain access to regional expertise and market clout. Ultimate accountability for your programs is the responsibility of Joe Producer, your lead Account Executive. While a number of our professional staff will be active with your account, either on a day-to-day or project-specific basis, Joe is ultimately responsible for meeting your needs.


5


Account Service Team

Team Members Functional Position

Account Executive

Joe Producer

555-543-6658

[email protected]

Account Manager

Sally Brokerman

555-543-6987

[email protected]

Account Manager

Jim Ingsworth

555-543-8965

[email protected]

Director, Product Support

Alex Sniderman

555-543-1234

[email protected]

Client Services Representative

Jane Miosan

555-843-8787

[email protected]


6


Summary of Current Programs

Business Personal Property

Carrier Two

1/1/12

Business Income

Carrier Three

1/1/12

General Liability

Carrier Three (Rate cap of 9%)

1/1/12

Umbrella

Carrier Four

1/1/11

Garage Liability

Carrier Five 1/1/12

Garagekeepers

Carrier Six (3-Year rate guarantee)

1/1/12

Business Automobile Liability and Physical Damage

Carrier Seven (2-Year rate guarantee)

1/1/12

Hired and Non-owned Auto

Carrier Seven (2-Year rate guarantee)

1/1/12


7


Client History

Effective Date of Change Plan Change

1/1/09 Addition of Garagekeepers and Garage Liability Policies.

1/1/10

Switch Garagekeepers and Garage Liability Policies to Carrier Six.

Addition of Hired and Non-owned Auto

Change client address on all policies.

Update Business Personal Property coverage for new address.

1/1/11

Switch Business Automobile Liability and Physical Damage Coverage to Carrier Seven. Increase coverage limits.

Increase coverage limits on General Liability coverage.

1/1/12

No change


8


II. Summary Review of Services

Since our relationship with Stonewall Corporation began back in 2009, we have prided ourselves on being creative, tough negotiators, forward thinkers and a trusted advisor. Each year, we assisted with your goals/strategies and then developed action items to accomplish the initiatives. Strategies were developed and refined each year based on executive surveys, employee surveys, cost, benchmarking and emerging trends in the industry. Both past and current accomplishments can assist with future strategies and direction. Listed below are some key accomplishments from the past year: Policy Year 2012

Business Personal Property No increase in liability compared to 2011 Negotiated multi-year administration fee cap Negotiated performance guarantees

General Liability

No increase in rates compared to 2011 Negotiated a second year rate cap of 9 per cent

Garagekeepers

Negotiated a 3-year rate guarantee Business Automobile Liability and Physical Damage

Negotiated a 2-year rate guarantee Hired and Non-owned Auto

Negotiated a 2-year rate guarantee


9


Review of 2012 Projects & Services

Below is a list that highlights some of the specific projects that we completed for 2011-2012 in each of the categories.

Planning Phase/Meeting Status

- Notify carriers and establish meeting date to review open issues X

- Establish communication channels through company flowchart X

- Secure contact list by location X

- Furnish list of all coverage lines and vendors X

- Discuss timetable X

- Identify information needed to market X

- Establish operating standards and response regimes X

Information Gathering

- Collect policies and loss data [5 years] X

- Obtain financials X

- Determine missing information X

- Request missing information X

Perform Exposure Analysis

- Determine risk management objectives X

- Perform all encompassing risk management analysis X

- Visit major domestic locations, perform exposure survey X

- Perform exposure survey for foreign locations X

- Present exposure survey results X

- Draft/edit/refine risk management recommendations X

- Present risk management recommendations X

Marketing Strategy

- Identify viable markets X

- Develop market submissions X

- Perform loss forecasting analysis X

- Complete market submissions X


10


- Evaluate quotes X

- Negotiate contractual provisions X

- Present renewal options X

Broker and Carrier Service Plan

- Develop carrier service standards X

- Obtain special service agreements with carrier X

- Perform loss of cause analysis X

- Identify top loss drivers X

- Review current loss control objectives X

- Discuss loss control options X

- Establish service and loss control plan X

- Approve/modify carrier and service plans X

- Deliver respective service plans X

Ongoing Customer Service Support

- Act as a resource for difficult claim situations Ongoing

- Provide quick turnaround time for any insurance related issue Ongoing

Contract Management and Renewal Negotiations

- Meetings with Stonewall Corporation and vendors where appropriate Ongoing

- Performance review of each Stonewall Corporation vendor X

- Troubleshoot claim and administration issues on an ongoing basis Ongoing

- Review all coverage documents and amendments for accuracy X

- Pre-renewal meeting with Stonewall Corporation to discuss strategy X

- Complete market study for all lines of coverage X

- Ensure implementation of policy changes with carrier(s) X

Compliance Assistance with Provincial and Federal Regulations

- Federal and Provincial Employment Law Moved to May 2013

- Provincial Workers Compensation X

- Federal OH&S Policies X


11


Claims Management

- Meet to review claim procedures and reporting Every two months

- Continuously track and monitor all reported claims Ongoing

- Schedule and attend claim reviews Ongoing

- Coordinate and monitor claim activities for all locations Ongoing

- Serve as liaison between client, insurer and/or claims servicing parties Ongoing

- Act as advocate on disputes, issues and problems Ongoing

- Provide claim status updates Ongoing

- Evaluate claims handling performance of TPA or service contractors Ongoing

Loss Control

- Meet with loss control X

- Develop loss control action plan X

- Visit out of province locations X

- Develop measurable goals X

- Coordinate and monitor loss control activities and progress X

- Review loss trending, benchmarking and goal setting X

Employee Safety Education

- Implement a 12 month employee education plan based on OH&S standards X

- Provide employee facing video content X

- Provide employee facing presentations X

- Provide instructor notes X

- Provide employee quiz for evaluating learning X

- Provide employee deliverables to reinforce content objectives X

Communication Services

- Monthly communication about P&C market trends Ongoing

- Employee education material upon request Ongoing

- Updates as appropriate regarding legislation changes Ongoing


12


III. Review of Technology Resources We have provided Stonewall Corporation with a variety of beneficial document throughout the year via email. The following report is a listing of documents by the date they were distributed:

Distributions

By Account 1/1/2012 - 12/31/2012

ACCOUNT NAME CONTACT NAME CONTENT TITLE CONTENT LANGUAGE

DISTRIBUTION DATE

TOTAL VIEWS

Stonewall Corporation Janis Sterling, Randy Potter

Transportation P&C Pro-File Newsletter: January 2012

English 1/1/2012 3


Transportation P&C Pro-File Newsletter: February 2012

English 2/1/2012 2

Stonewall Corporation Bob Walker Trucking Target on Safety: Preventing and Dealing with Workplace Violence

English 2/28/2012 4


Transportation P&C Pro-File Newsletter: March 2012

English 3/1/2012 4


Transportation P&C Pro-File Newsletter: April 2012

English 4/1/2012 3

Stonewall Corporation Bob Walker Housekeeping Fundamentals on the Manufacturing Floor Presentation

English 4/23/2012 17


Transportation P&C Pro-File Newsletter: May 2012

English 5/1/2012 2


Transportation P&C Pro-File Newsletter: June 2012

English 6/1/2012 3

Stonewall Corporation Bob Walker Alternate Ideas for Return to Work Duties: Trucking

English 6/13/2012 8


13



Transportation P&C Pro-File Newsletter: July 2012

English 7/1/2012 4


Transportation P&C Pro-File Newsletter: August 2012

English 8/1/2012 5

Stonewall Corporation Janis Sterling, Peter Smith, Bob Walker, Randy Potter, Sara Miller, Dan Cooper

Trucking Employee Safety Manual

English 8/19/2012 104


Transportation P&C Pro-File Newsletter: September 2012

English 9/1/2012 6


Transportation P&C Pro-File Newsletter: October 2012

English 10/1/2012 5

Stonewall Corporation Bob Walker Trucking Safety Matters: The Importance of Accident Prevention

English 10/4/2012 6


14


IV. Loss Ratio Analysis

Loss Ratio by Line of Business To be filled out and reviewed together during discussion

Line of Coverage Premium Total Incurred Loss Loss Ratio

Business Personal Property

Business Income

General Liability

Garage Liability

Umbrella

Misc. Coverage

Total Account Results

Additional notes on large or unusual losses:


15


Steps to Improve Performance after a Loss

Provide supervisor and witness questionnaire forms to all managers, supervisors and foremen.

Educate employees to report all injuries, regardless of severity, to their supervisor.

Instruct supervisors to complete the Supervisor Accident Report form immediately and to provide involved co-workers with Witness Report forms. Conduct accident site inspections, if applicable.

Review the cause of the accident to determine if further loss control measures should be taken to avoid future accidents.

Provide copies of all accident report forms to Better Brokers or insurance carrier, along with the first report of injury or illness.

Consider implementing policies and procedures that will impact all lines of coverage, such as:

Cell Phone/Handheld Device Use Policy

Drug-Free Workplace Policy

Employee Safety Training

Emergency Action Plan

Ergonomics Checklists

Fleet Safety Policy

Hazard Communication Policy


16


V. Future Outlook

Ongoing Action Items:

In discussion with 2 other Garage Keepers Carriers

o Advantage and Excel both offer plans less than what is currently in place

o To be determined by 6/15/13

Creating monthly employee safety e-newsletter

o Keeps employees in-the-know about new safety initiatives

o Get staff together

o First issue to be completed by 3/1/13

Working on updating employee safety manual

o Make sure policies are legally compliant

o Discuss new policy additions

o To be completed by 3/15/13


17


Program Design Concepts and Market Outlook

We believe that all businesses evolve. Risk management programs developed today will not continue to meet Stonewall Corporation’s needs over time. Changes in organization and staffing enhance our ability to quickly recognize and respond to opportunities and threats in an increasingly fluid marketplace.

Favourable market conditions are expected to prevail in 2013. Slight rate increases may dominate the second half of the year. Stonewall Corporation is located along the eastern seaboard, which puts it at risk for future hurricane damage and flooding. Rates will reflect this additional risk. This year, there is a big focus on cyber risk protection, as Canada works toward passing anti-spam legislation. Uncertainty remains in markets such as the U.S., China, and especially Europe. This uncertainty could potentially create market differences for Canadian corporations like Stonewall Corporation that work across borders.

What do we think will characterize Stonewall Corporation programs as they evolve?

Greater reliance on retention and internal cost-shifting mechanisms

Need for flexible program structures to accommodate acquisitions and divestitures

Need to respond quickly to the needs of corporate internal customers

Need to anticipate how changes in the insurance distribution mechanism will affect your business

Continued focus on creating a loss-free environment

Increased focus on quality and continuous improvement

Continued focus on employee education to reduce losses

Service Commitment and Performance Summary€¦ · Commitment to Service Account Service Team...

Documents

Transcript of Service Commitment and Performance Summary€¦ · Commitment to Service Account Service Team...