our promise to you - rothbury...01 our promise to you 02 why choose rothbury? 06 a summary of our...
TRANSCRIPT
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Our promise to youTHE ROTHBURY CLIENT SERVICES GUIDE
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01 Ourpromisetoyou
02 WhychooseRothbury?
06 Asummaryofourservices
10 Claims
11 Monitoringourperformance
12 Strengthwhenyouneedit
14 Takingcareofyourneeds
16 Makingpaymentseasy
17 Howwegetpaid
20 Yourobligations
21 Ifyou’reunhappy
22 Needtoknow
Contents
Front cover:Wayne Amer,SeniorCommercialBroker,Auckland;Peter McAuliffe,Leader–BusinessDevelopmentandSales/SeniorCommercialBroker,Ashburton;Lisa Williamson,Leader–BusinessDevelopmentandSales/SeniorCommercialBroker,Northland.
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Rothbury Insurance Brokers has been in business for over 60 years. Like many of our business clients we’re a majority New Zealand-owned company that was started by enterprising Kiwis in 1950.
Today,NewZealandisadifferentplacetowhenwefirststarted.TheCanterburyearthquakeshavebeentherealgame-changerofrecentyears,transformingthewaythatinsuranceoperatesandhowweareabletoaccessappropriateinsurancecoverforourclientsinNewZealand.
Asaconsequence,thewaywerespondtoyourbusinessandpersonalprotectionneedscontinuestoevolveandmature.Whileourcorebusinessisstillaboutcreatingthebestinsurancesolutionsforyou,ourmotivationandpassionlieinbeingadvocatesforourdiverserangeofclients.Inotherwords,peoplelikeyou.
Weaimtobeyourunconditionaladvocate.Weputyoufirst.Ourclientsarethereasonwearehereandourteam–spreadthroughoutthecountry–putsitscollectiveenergiesintoensuringthatyou,asaclient,getexactlywhatyouneedtoprotectthethingsthatyoumostvalue.
Thisbookisaboutourpromisetoyou.Itoutlineswhatwecandoforyoutoprotectthethingsthatyouvaluewhethertheyarepartofyourbusinessorathome.
Our promise to you ROGER ABEL MANAGING DIRECTOR OF ROTHBURY INSURANCE BROKERS
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Why choose Rothbury?When someone says to you
“insurance” what’s the first thing that comes to mind? It’s probably something like
“It’s a hassle” or “I pay hefty premiums but when I claim it’s always difficult”.
Weaimtochangethatview.Rothburybrokersarespecialistsandwillworkwithyoutounderstandyourneeds.Onceweagreeonthebestcoverpossiblewe’llcontinuetoworkwithyouasyourpersonalinsurancebrokingresource.
We’llupdateyourcoverasyourbusinessorpersonalassetsgrowandchange.Ifyouhaveaclaimwewillmanageitforyoufromstarttoend.Ourspecialistclaimsteamadvocateonyourbehalfandkeepintouchwithyoueverystepoftheway.
Youwon’thavetodealwiththeinsurerandifanassessorisappointedwe’llhelpyouwiththattoo.
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“I’vebeenaRothburyclientforovertenyearsand–formostofthattime–GregGreenwoodhaslooked after my insurance for me. Havingallourinsuranceunder one umbrella andhavingthatreassurancethatIcanpickupthephoneatanytimetogetafair, diligent, honest and professional answerjusttakestheworryoutofthepicturereally.IneverthoughtthatI’dbestandingheretalkingaboutearthquakes,buttheChristchurchearthquakeshavehadahugeimpactonbothmypersonalandbusinesslife.Personally,wehadbeenbuildingahome,aprojectthathadlastedoverthreeyears.Thehousewasdestroyedbytheearthquakestendaysbeforewewerescheduledtomovein.Wedidn’tknowwhattodo,butbeingabletotalktoonepersoninitiallyandgetsome problems sorted, andothersinthepipeline,certainlytook the pressure off. Gregwentwell beyond the call of dutytolookafterus.Icannotthankhimenough.”
GREG GREENWOODNATIONALOPERATIONSMANAGER
Roger TownshendOWNER STADIUM CARS
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A summary of our services We offer comprehensive insurance cover for almost any business insurance need. We’ll work out which solution will be best and have a range of products to protect your business.
Business Insurances
WE OFFER TAILORED INSURANCE COVER FOR MANY SPECIFIC BUSINESSES. PLEASE ASK YOUR BROKER FOR MORE INFORMATION OR VISIT WWW.ROTHBURY.CO.NZ
• Material damage
• Business interruption
• Public liability
• Statutory liability
• Employers liability
• Directors and officers liability
• Professional indemnity
• Commercial vehicle
• Cargo insurance
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Personal Insurances
Rothbury can also take care of your personal insurance needs.
Ourdedicateddomesticbrokersprovideourclientswithexpertadviceandinsurancepoliciesthatsuittheirindividualcircumstancesandpreferences.Thepersonalproductsweofferaresuppliedbyleadinginsuranceproviders,meaningwecanfindtherightpolicyforyouandyoursituation.
Theinsuranceproductsweofferare:
• Home • Travel• Contents • Boat• Vehicle • Transit
HEATHER HAENGA DOMESTICBROKER,NORTHSHORE
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Chris and Linda McCullochDIRECTORS / OWNERS FX FREIGHT
TODD MOUNTFORTLEADERBUSINESSDEVELOPMENTANDSALES/COMMERCIALBROKER,ROTORUA
“Weownatransportcompanywehaveseventrucksandthreevansontheroad.HavingToddaspartofourbusinessadvisoryteamhasbeeninvaluable.Hecommunicates with us regularlyandhereallyunderstandstheneedsofourbusiness.It’sreallyimportanttohaveagreatrelationshipwithyourinsurancebroker.Day-to-dayweareconstantlyworking on potential problems and real problems.WithTodd,hehastakenusfrombeinga‘badrisk’tobeingagoodriskwithtrackingofmytrucks,monitoringdrivers,lookingforrestsforthem,especiallybecauseyoucan’thavetireddriversontheroad.WehaveworkedwithToddforseveralyearstogetherontheseprojects,andit’scometofruition.The costs of our insurance have come down,lessaccidents,lesstimeofftheroad.Ijustthinkthatacloserelationshipwithyourbroker is critical.”
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Claims
Wewilltakecareofyourclaimfrombeginningtoend,managingtheentireprocessandworkingasanadvocateonyourbehalf.
Ourclaimsserviceisapivotalpartofourrelationshipswithyou.Theveryreasonyouhaveinsuranceistomanageriskandminimiseloss.
Whenthingsgowrongweknowit’sastressfultime.Oneofourclaimsspecialistswillbededicatedtoyourclaim.They’llbefromyourlocalbranch,someoneyoucantalktowho’sworkinginyourbestinterest.
Youwon’thavetodealwiththeinsurerandifanassessorisappointedwe’llhelpwiththattoo.
TheknowledgeandexpertiseofRothbury’sclaimsspecialists,coupledwiththeinsurerrelationshipswehave,guaranteesabetteroutcomethanyouwouldachieveonyourown.
Aftermorethan60yearsinthisbusinesswe’vetriedandtesteddifferentwaysofmanagingourclaimstomostbenefitourclientsandknowourclaimsserviceisthebestyou’llfind.
ANDREA PETERS NATIONALCLAIMS&DOMESTICMANAGER
When you have a claim you’ll discover we do things differently.
Claims
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Monitoring our performanceWe will ask you to complete a survey when you have a claim, and after your renewal.
We’vebeenmonitoringthefeedbackthroughthesesurveysforovereightyears.Weareconstantlyreviewingwhatourclientsaretellingusinordertomakechangesforongoingserviceimprovement.
PAUL MUNTONEXECUTIVEGENERALMANAGER,BROKINGBRANCHES
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Strength when you need itRothburyInsuranceBrokersispartofSteadfastGroup,thelargestinsurancebrokernetworkinAustraliaandNewZealand.
Withover343brokeragesspreadacrossmorethan1,100offices,theSteadfastGroupgeneratedover$6billionininsurancesalesinFY16.ThisscalegivesSteadfasttheabilitytonegotiateandworkwithmajorinsurersonbehalfofSteadfastbrokersandresultsinusbeingabletoprovideyouwithaccesstomultipleinsurancecompanies,abroadrangeofexclusiveproductsandservicescombinedwithourlocal,expertadvice.
AsaclientofaSteadfastnetworkinsurancebroker,yougetthebestofbothworlds–localandpersonalisedservice,withtheinsuranceexpertiseandsupportofalargeorganisation.
A Steadfast Broker is an expert who works with their client to manage their business risks. The client receives the best possible cover and competitive pricing for the business.
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CHRIS LEE PROPERTYANDBUSINESSOWNER,INSUREDTHROUGHASTEADFASTBROKER
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Taking care of your needsTHE FOUR STEPS TO BEING PROTECTED
STEP
01DISCOVERY
Forbusinessinsuranceclients,newbusinessandrenewals,weaimtomeetwithyouandassessyourneeds.Forourpersonalinsuranceclientswewillassessyourneedsoverthetelephone.Themoreweknowaboutyourrequirementstheeasieritisforustoprovideyouwiththebestpossibleinsurancecover.
Tellusaboutyourbusinessorpersonalneeds.Tellusaboutwhat’simportanttoyouandwhatyouraspirationsare.We’regoodlistenersandwillhaveplentyofquestionstohelpinthisdiscoveryphase.
STEP
02ASSESS THE OPTIONS
We’llcomebacktoyouwithoptionsonhowbesttoprotectthethingsofvaluetoyou.We’lldiscussthoseoptionstoensurewebothhaveaclearunderstandingontheexactnatureofwhatisproposedandwe’llofferanindependentrecommendationonthebestinsuranceprogramforyoursituation.
Forsomelinesofinsurancebusiness,wehavepre-arrangedfacilitieswithoneinsurancecompany,whosepremiumchargesandpolicycoveragewereviewperiodicallytoensuretheyarecompetitive.
STEP
03IMPLEMENTING THE AGREED OPTION
Whenweagreeonanoptionforyouwe’llarrangetheinsurancecontract(policy)andsupplyyouwithalltherelevantinsurancedocumentation.
Keepthisinasafeplaceasit’syourrecordofthepolicy.
Fortheselinesofbusinesswedonotseekoptionswithseveralunderwriters,butwearewillingtodosoifrequestedto.
Ifyou’renewtoRothburyandchooseusasyourinsurancebrokerwewillaskyoutocompletetheattachedletterofappointment.Ifyouwishtoendtherelationshipyoucancancelthisappointmentatanytime.
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STEP
04KEEPING IN TOUCH
Yourinsuranceandprotectionneedsshouldbereviewedatleastannuallyandwe’llkeepintouchwithyouforthisreason.Yourrenewalisoftenagoodtimetoreviewyourinsuranceandmakesureyourprotectionisoptimised.
Changes to your insurance during the year
Weareheretohelpyouinanywayifyourinsuranceneedschangeduringtheyear.Ifyouwishtovaryanycoverpleasecontactusassoonaspossible.
We’llgetstraightontoitandprovidewrittenconfirmationwhentheinsurerhasacceptedthevariationtocover.
Monitoring how we’re doing
Wewillaskyoutocompleteasurveyateachrenewal.Wewanttoknowwhatyouthinkofourserviceandhavebeenmonitoringclientfeedbackthroughsurveysforsometime.We’vemadechangesforthebettertosomeofthe
thingswedo(becauseclientshaveaskedusto)andourteamiscommittedtoimprovingourservicetoyou.
PLEASE NOTE:Attheleastweaimtogiveyou14days’noticeofyourrenewalandunlessyoutellusotherwisewewillautomaticallyrenewyourinsurancetoensureyoucontinuetobecovered.
IfyouwishtocancelyourinsuranceatanytimetheinstructionneedstocomefromapersonwhoisauthorisedtorepresentthepartiesnamedasInsuredintheinsurancecontract.Ifthecontractiscancelledbeforeexpirywedonotrefundourrevenue.YouwillberefundedthepremiumwereceivefromtheInsurerwhichissubjecttoanycancellationoradministrativefeechargedbythem.
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Making payments easyTo make sure your cover is in place, we require payment on or before the policy renewal date. There are three easy ways to pay your insurance account:
Instalment payment optionYoucanchoosetospreadyourinsurancecostsovereasytomanagefortnightly,monthlyorquarterlyinstalments.ThisinvolvescompletingaonepageRothburyPremiumFundingagreement*andadirectdebitform.
Benefitsinclude:• Smootherbusinesscashflow• Nosecurityrequired• Easytosetup• Interestmaybetaxdeductible
forbusinesses.
*Interestandadministrationfeeapply.
Direct Credit – Annual PaymentPayyourinsurancedirectlytoourbankaccount,RothburyInsuranceBrokers03-0252-0833615-29.Pleaseensurethatyouuseyourclientnumber(startswithCL)andpackagenumber(startswithPK)inthereferencefieldswhenmakingpayment.
RothburyInsuranceBrokersisaregisteredpayeeonyourinternetbanking.SelectRothburyfromthebankregistered“Payees”.Thiswillpre-populateourbankaccountnumber.
Credit CardWealsoacceptpaymentbyVisaorMastercard.Aconveniencefeeof1.7%ofthetotalamountwillbeapplied.Aminimumconveniencefeeof$3.00applies.Wedonotreceiveanyincomefromtheconveniencefee.
Pleasenote:youwillneedyourClientReferenceNumber.Itisdisplayedonyourinvoiceandbeginswith‘CL’.
PLEASE NOTE:Ifaninvoiceisunpaidbytheduedateweareobligedtonotifytheinsurerwhomaycancelthecontractandchargeashort-termpremiumforthetimetheyinsuredtherisk.’
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Thissectiondetailswhatwewillchargeforourservicesandotherremunerationwemayreceive.ItrelatestopersonalandcommercialinsurancefortheRothburyInsuranceBrokingBusiness.Ifyouhaveanyquestionsaboutthispleasecontactyourbroker.
WearepaidbrokeragebytheInsurerswedobusinesswithwhenwearrangeyourinsurance.Asageneralrule,thebrokeragewereceiveisapercentageoftheInsurer’sbaseandearthquakepremium(i.e.premiumexcludingfireserviceslevyifapplicable,GSToranyotherGovernmentcharges,taxes,orlevies).
Wemaychargeyouaservicemargintoenableustodeliverandmaintainahighlevelofservice.
FortheFinancialYearendingMarch 2015,ourbrokerrevenue(brokerageandservicemargin)asa%oftheinvoicevaluetocustomers(allnetofGST)averaged22.3%.Theactualbrokerrevenue(brokerageandservicemargin)chargedonaparticularinvoicewillvaryonaclientbyclient/riskbyriskbasisandcanbesignificantlymoreorsignificantlylessthantheaverage.Pleasecontactyourbrokerifyouwanttoknowwhatbrokerageandservicemarginispayableinrelationtoanyparticularinvoice.
Brokerrevenueisourmainsourceofrevenueandcoversthecostofprovidingservicestoyou,includingadministrationandprocessingcostsrelatedtoservicingandarrangingyourinsurancecovers.
Thisrevenuealsocoversanydistributionfunctionswemayperformfortheinsurersuchasmarketing,annualrenewalmarketingandunderwriting.Brokerrevenueistheincomefromwhichwecoverallnormalbusinessoverheadsincludingstaffcosts,IT,travelandsoon.
OurFinancialServicesexperiencemeansweareofteninapositiontoreferyoutoafinancialplannerorlifeinsuranceadviserforFinancialPlanning,Superannuation,Life,DisabilityorTraumainsuranceorotherfinancialservices.Wemayreceiveremunerationforthisreferral.Thiswillnotresultinanyadditionalcosttoyoufortheservicesprovided.
Wesometimesattractbusinessfromreferrals.Ifapersonhasreferredyoutous,wemaypaythemacommission.Thiswillnotresultinanyadditionalcosttoyou.
SomeoftheInsurerswedobusinesswithgiveusotherbenefitssuchasconferencesponsorship,training,andinvitationstosocialbusinessfunctions.Ouremployeesoradvisersmayfromtimetotimealsoreceivesmallgiftsandgratuities.Thesebenefitsdonotresultinanyadditionalcosttoyoufortheservicesprovided.
WehavepaymentarrangementswithinsurersasprovidedintheInsuranceIntermediariesAct1994.Asaresultweearninvestmentincomefromhandlingpremiumfunds.
How we get paid
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Alexis SiermansDIRECTOR CAREER TEAM
LESLEY MCLARENCOMMERCIALBROKER,NORTHSHORE
“TheRothbury team have supported our business insurance requirementsformanyyearsnow.Wehaveacomplexportfolioofassets,propertyandarecruitmentbusinessfocusedonrecruitmentoftemporaryandcontractstaff.Ourremoteworkersbringresponsibilitiesandrisksbeyondtheusualemployer.OurBroker,LesleyMcLarenhasworked hard to understand the business,ensuringwehavethemost relevant cover possible in place.Lesleyhastakentimetogettoknowusandourbusinessandhasrespondedwithlateralsolutionsatcompetitively negotiated prices. Sheiseasilycontactablewithaninformedteamaroundherwe receive prompt efficient informationandservicedelivery.RothburyhasbeenasmartchoiceforCareerTeam.ThecareandattentionLesleypaystoourclientrelationshipisexceptionalandher professional service is delivered in a personal way!”
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Alexis SiermansDIRECTOR CAREER TEAM
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Your obligationsYou have a duty to disclose certain information to the Insurer. This duty of disclosure applies before you enter into a contract of insurance for the first time, when you renew, when you vary or extend that contract, and at any time your circumstances change during the period of insurance.
Whenyouenterintoaparticularcontractofinsurancewiththeinsurerforthefirsttime,youwillbeaskedtoanswerspecificquestionsontheinsuranceproposalform.Youmustanswerthesequestionstruthfullyandaccuratelytocomplywithyourdutyofdisclosure.
Onrenewal,youareexpectedtodisclosetoyourinsurereverymatterthatyouknow,orcouldreasonablybeexpectedtoknow,thatmayberelevanttotheInsurer’sdecisionwhethertoaccepttheriskandonwhatterms.
You do not have to disclose anything that:
• DiminishestherisktobeundertakenbytheInsurer;
• Iscommonknowledge;
• YourInsurerknows,orintheordinarycourseofitsbusiness,oughttoknow;or
• YourInsurerhaswaivedyourobligationtodisclose.
Ifyoudonotcomplywithyourdutyofdisclosure,theInsurermaybeentitledtoreducetheirliabilityinrespectofaclaimortheymaybeentitledtocancelyourcontractofinsurance.
Ifthenon-disclosurewasfraudulent,theInsurermaybeabletovoid(orcancel)thecontractofinsurancefromitsbeginning.Thiswouldhavetheeffectthatyouwereneverinsured.
Oneimportantmattertobedisclosedisthehistoryoflossessufferedbythepersonseekinginsuranceoranycloselyassociatedpersonorentity.Sinceyouareresponsibleforcheckingthatyouhavemadecompletedisclosure,wesuggestthatyoukeepanup-to-daterecordofallsuchlossesandclaims.
Ifyouhaveanyquestionsaboutwhetherinformationneedstobedisclosed,orwantadditionalhelp,pleasecontactus.
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The Rothbury team take our obligations to you very seriously. We think most issues can be resolved by talking to each other.However,ifyouwanttoescalateanissuebeyondyourbrokerortheclaimsspecialistpleasecontactyourlocalBranchManager.Afulllistofbranchesisavailableonourwebsitewww.rothbury.co.nz
We’llgetrightontoitandendeavourtoresolveanyissuesasquicklyaspossible.IftheissueisnotresolvedtoyoursatisfactionyoumayaskforthemattertobereferredtoourComplaintsOfficer.Yourcomplaintwillbeacknowledgedinwritingandwewillendeavourtoresolvetheissuewithin20workingdays.
Ifanissuecannotberesolvedsatisfactorilywewillreferyoutoourdisputesresolutionschemeprovider,FinancialServicesComplaintsLtd(FSCL).Pleasegotothewebsitewww.fscl.org.nzforadditionalinformationontheirservices.
If you’re unhappy
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Your privacyWearecommittedtoprotectingyourprivacy.Weusetheinformationyouprovideustoadviseandassistwithyourinsurancerequirements.Wedonottrade,rentorsellyourinformation.
Youmayvisitourofficebyappointmenttoviewtheinformationweholdinyourfile.TheinformationwewillprovideyoumeetswithourobligationsunderthePrivacyAct.
RothburyInsuranceBrokersisamemberoftheInsuranceBrokersAssociationofNewZealand(IBANZ).WesubscribetotheIBANZCodeofPractice.
Contacting usYoucancontactusinperson,bytelephone,fax,letteroremail.
ContactinformationforallRothburyBranchesandallofourpeopleisavailableonourwebsitewww.rothbury.co.nz
How to appoint usYoucanappointusasyourinsurancebrokerbycompletingtheperforatedletterofappointment(right)andreturningittous.
Need to know
DISCLOSURE STATEMENTFORALLBUSINESSANDRENEWALSYOURBROKERWILLPROVIDEYOUWITHADISCLOSURESTATEMENT.THISSTATEMENTCONFIRMSYOUAREWORKINGWITHAREGISTEREDINSURANCEBROKERANDTHATYOUHAVEACCESSTOADISPUTESRESOLUTIONSERVICE. LORRAINE EDMONDSON
CLAIMSADMINISTRATOR,AUCKLAND
GUY WORSLEYSENIORCOMMERCIALBROKER,AUCKLAND
KIM MATTHEWSLEADER–BUSINESSDEVELOPMENTANDSALES/SENIORCOMMERCIALBROKER,HAWKESBAY
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INTEG
RITY
PROFESSIONALISM
CLIENT FOCUS
PASS
ION
FUN
EX
CE
LL
EN
CE
INNO
VAT
ION
Rothbury Northland T:09 438 5457
Rothbury North ShoreT:09 914 9800
Rothbury AucklandT:09 358 4704
Rothbury HamiltonT:07 834 6180
Rothbury Te Kuiti T:07 878 3408
Rothbury TaurangaT:07 579 0755
Rothbury RotoruaT: 07 348 2069
Rothbury Hawkes BayT:06 835 2770
Rothbury WellingtonT:04 472 9373
Rothbury WilkinsonT:0800 80 14 22
Rothbury CanterburyT:03 366 7588
Rothbury AshburtonT:03 308 9612
Rothbury OtagoT:03 477 8217
Rothbury Central OtagoT:03 442 6705
Rothbury Southland T:03 211 0360
Rothbury LifeT:0800333435
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Visit www.rothbury.co.nz
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www.rothbury.co.nzINSURANCE BROKERS SINCE 1950 CVSV5 2/17