Page 17 - Bird RFP Response_Burnham Benefits

Burnham Benefits Response to Bird
Request for Proposal for Benefits Broker

Services
3. What is the average SLA for support we should expect when we reach out for assistance?

We’re lucky to be able to say that the issues that arise with our clients are mainly related to
carrier and vendor problems. With day-to-day issues, we typically correspond by email, but if
we sense uncertainty or if there’s a complex matter to discuss, we call our client. We then follow-
up with an email recapping the issue and proposed solution. We also make sure to include all
direct team members including our senior consultant to ensure everyone on the team is in the
loop and can jump in as needed.

In addition, our service team is invested in making sure that our clients are happy. All our
compensation is directly linked to the book of business we work on, making service a top priority
for all members of our team.

We aim to cultivate strong relationships with all our clients. This allows us to continuously touch
base and quickly resolve issues. Periodically, our senior consultant joins our calls to ensure the
Burnham team is providing timely resolution and that issues of concern are not recurring week
after week. If that is the case, the senior consultant steps in and escalates the issue until we find
resolution.

4. If your firm is selected, how would you transition our account?

Your Burnham team will make this transition as simple and seamless as possible. Upon being
awarded the Broker of Record (BOR) we will request a phone discussion with Bird to review next
steps and any immediate services Bird may need from Burnham. We will then submit a BOR
letter to Bird for review and signature, upon approval. Once signed, this letter will be shared
with all incumbent carriers, thus allowing Burnham to collect pertinent benefit information and
renewal history. The collection of carrier data will complete within two (2) weeks of Burnham
receiving the signed BOR from Bird.

Once all carrier information has been received, Burnham will compile a Client Profile for both
Bird and Burnham. This profile is a compilation of all Bird’s benefit information, policy numbers,
rates and carrier contacts. When the Client Profile is complete, Burnham will request an in-
person meeting with Bird to discuss immediate projects, short- and long-term goals and review
an annual timeline to ensure we meet all required projects and timelines.

See Appendix for “Sample Transition Timeline”

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