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Service Commitment and Performance Summary 2012
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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.
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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.
Service Commitment and Performance Summary 2012
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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.
Account Service Team
Team Members Functional Position
Account Executive
Joe Producer
555-543-6658
Account Manager
Sally Brokerman
555-543-6987
Account Manager
Jim Ingsworth
555-543-8965
Director, Product Support
Alex Sniderman
555-543-1234
Client Services Representative
Jane Miosan
555-843-8787
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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- 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
Service Commitment and Performance Summary 2012
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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
Service Commitment and Performance Summary 2012
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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.
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
Stonewall Corporation Janis Sterling, Randy Potter
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
Stonewall Corporation Janis Sterling, Randy Potter
Transportation P&C Pro-File Newsletter: March 2012
English 3/1/2012 4
Stonewall Corporation Janis Sterling, Randy Potter
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
Stonewall Corporation Janis Sterling, Randy Potter
Transportation P&C Pro-File Newsletter: May 2012
English 5/1/2012 2
Stonewall Corporation Janis Sterling, Randy Potter
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
Service Commitment and Performance Summary 2012
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Stonewall Corporation Janis Sterling, Randy Potter
Transportation P&C Pro-File Newsletter: July 2012
English 7/1/2012 4
Stonewall Corporation Janis Sterling, Randy Potter
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
Stonewall Corporation Janis Sterling, Randy Potter
Transportation P&C Pro-File Newsletter: September 2012
English 9/1/2012 6
Stonewall Corporation Janis Sterling, Randy Potter
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
Service Commitment and Performance Summary 2012
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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:
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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
Service Commitment and Performance Summary 2012
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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.
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