Page 4 - Personal Underwriting Mandates & Guidelines - Binder product rules & addendums - Version 1

Our claims principles:
1. We will treat our customers and brokers with dignity and respect
2. We will communicate regularly, appropriately and professionally with our customers, brokers and key stakeholders
3. We recognise the importance of relationships and to this end we will ensure that our policies and procedures reflect this
4. We will not tolerate fraud, deliberate misrepresentation, or the deliberate withholding of information
5. We will ensure that our conduct is fair and reasonable at all times
6. We will do all that we can to ensure that we make a positive contribution through our claims spend.
Our claims experience drivers:
1.
2. 3. 4. 5. 6.
The manner in which we administer and manage our claims is the most critical factor considered by our customers and brokers in evaluating our service
We are committed to being efficient and effective whilst remaining fair and reasonable at all times We will be compassionate and ensure that we treat our customers with care, dignity and respect We will be clear and consistent in our approach
We will encourage our staff to use initiative, be professional and always act with integrity
We will be firm where appropriate and not tolerate abuse or misconduct of any kind.
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Full Binder Claims Mandates and Guidelines – V3: 2019