PROFESSIONAL INDEMNITY DIVISION AN INTRODUCTION

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1 PROFESSIONAL INDEMNITY DIVISION AN INTRODUCTION OUR KNOWLEDGE: YOUR ADVANTAGE

2 02 PROFESSIONAL INDEMNITY DIVISION Howden provide us with excellent practical support and we truly value the service they offer our practice. They deliver a consistent, high quality service throughout the year it s not a relationship that only sparks to life a few weeks before renewal, as has been our experience in the past. Their understanding as to the sensitivities of the insurance market is obvious and the professional team at Howden have understood the complexities of our practice extremely well, they are therefore able to act on our behalf accordingly to ensure we always achieve the best possible outcomes. Our relationship stretches back almost 10 years which is testament to the continuing high level of service they provide us with. I would have no hesitation in recommending Howden as exemplary insurance providers. PARTNER & CHIEF EXECUTIVE UK Top 20 Architectural Practice Three things distinguish the Howden Professional Indemnity claims handling team from the competition; firstly their knowledge these are genuine specialists with a complete understanding of the challenges facing their clients and the environment in which they operate. Secondly their skill in dealing with difficult situations whether it be in relation to coverage or otherwise, they know their business and the market respects them for that. The third is perhaps the most significant - they care about protecting their insureds interests and getting the best results out of a claim. How a claim is handled is the best form of advertisement for a broker and that is why so many businesses have remained with them year-on-year. PROFESSIONAL NEGLIGENCE PARTNER UK Top 30 Law Firm Howden have looked after our PI facilities for many years and throughout my time as Managing Partner. The reasons are simple, they provide first -rate expertise in ensuring that we are comprehensively covered for our risks and guide us through the market to obtain best value from insurers matched to our needs. MANAGING PARTNER Top 50 UK Accountancy Practice Thank you very much for handling our Professional Indemnity insurance renewal again this year. I was delighted with the result, obtaining for us a sector leading two year deal, and at a price that compares more than favourably with market rates. I am sure that market conditions will present us with a challenge at next renewal and am grateful to you for your advice in this regard. I would also like you to convey our thanks to your Claims Handling team, who continue to deal extremely effectively with any matters that arise. We are appreciative of the continuity of underwriting and the sustained high levels of service and support that Howden provide for us. LLP SECRETARY Top 50 UK Property Consultancy

3 03 WELCOME The Howden Professional Indemnity team is committed to ensuring all of our clients, irrespective of size, continue to benefit from what we consider to be the five essential facets of a good quality insurance broking service: l Access to informed expertise provided by people who you trust and who understand and specialise in the sector in which you operate. l PI insurance products that offer breadth of cover provided by people who have a solid understanding of your business and can clearly explain what you are and are not covered for. l Competitive premiums delivered via strong relationships with insurers who respect us and trust us to honestly represent your business. l An in-house claims handling team to act as your advocates in the event of a claim or notification. l The proactive sharing of knowledge and guidance on topics which may impact your PI and risk management processes. THE HOWDEN WAY We believe in building relationships based on trust and respect. We work with businesses that take their professional indemnity insurance seriously and recognise the value that working with a specialist broker can add. I am proud of the relationships we have with our clients, many of which have lasted over a decade and I am committed to ensuring that we continue to provide a great quality service. SIMON LAKEY Managing Director, Professional & Financial Liabilities Division

4 04 PROFESSIONAL INDEMNITY DIVISION HOWDEN PROFESSIONAL INDEMNITY EXPERTISE Howden has one of the UK s largest, specialist Professional Indemnity (PI) insurance broking teams. Our client base includes many of the UK s leading professional services firms and we are recognised for our ability to look after businesses operating in higher risk areas. We employ over 100 insurance professionals and our business leaders across claims, broking and account management all have over 25 years experience. We recognise the importance of developing strong relationships with both your business and your insurers. You can be assured that when you want something done you will be able to contact the right person and they will respond quickly and appropriately. We are renowned for developing market leading policy wordings. Our first priority is always to ensure that you and your business benefit from breadth of coverage and that the person you deal with understands the cover you require and can clearly articulate the product you are buying. Where coverage requires tailoring to meet a specific business need we have the knowledge to identify the requirement, the expertise to design the solution and the negotiating strength with insurers to deliver it. We deal directly with the majority of the UK s PI insurers so our clients can be confident that, where required, a broad range of insurers will be approached. The breadth of our relationships with the insurance market also help to ensure that where a firm s claims history or area of operation reduces insurer appetite we will have the relationships that enable us to secure cover. Insurers appreciate the quality of our client base and respect us and trust us to present your business with integrity and knowledge. Our experience and relationships with insurers combine to enable us to find and develop PI insurance solutions at a time when insurers don t or can t underwrite the business due to rising claims volumes. This is why we dominate some of the most challenging professional sectors in excess of 250 medium to large legal firms, 40% of the UK s survey and valuation firms and six of the UKs top ten financial advisers and networks. Each of our sub-teams is dedicated to servicing one or two specific professional sectors and every team is led by a Director with at least 25 years PI experience. Irrespective of your premium spend, we aim to offer access to frank, honest insurance, claims and risk management advice based on an in-depth knowledge of the sector you operate in. An increasing number of our clients operate overseas. This can present a unique and complex series of insurance challenges. It means responding to the varying insurance requirements of different jurisdictions to handling the concerns of local insurance buyers who are being transitioned from locally arranged policies to a global insurance programme to meeting the needs of offices of differing sizes with varying risk profiles. Our professions division represents a broad range of clients whom operate globally, in addition to a number of clients who are headquartered overseas. Our own division s expertise is supported by Howden Broking Group s global footprint which provides us with access to on the ground insurance expertise in many of the world s key territories. Our knowledge and expertise ensures we understand what you do and what you need from an insurance programme. We invest time in appreciating your operating environment and understanding how your firm manages risk; providing guidance when and if required. Howden Broking Group allows us to provide you with access to expertise across all forms of business insurance and all territories. Our global professional indemnity areas of expertise l Architects l Accountants and Actuaries l Approved Inspectors l Asbestos Testing and Inspection Bodies l Design and Construction l Engineers l Financial Advisers, Wealth Managers and Compliance Networks l Insurance Intermediaries l Mortgage Brokers l Psychological Therapists l Solicitors l Surveyors l Trustees, Advocates and Notaries PIONEERING PRODUCTS CASE STUDY The financial advisers sector has been troubled by a significant increase in PI claims since the economic downturn of 2007/08. Any profession that is hit by a large number of claims is highly likely to experience a constriction in the availability of PI insurance, an increase in premium and restrictions to the breadth of cover available. Recognising the impact of these issues on the sector, we pioneered the development of a PI product for financial advisers that is underwritten by a panel of insurers. By splitting the risk across a panel of insurers we reduce the impact of one insurer electing to withdraw from underwriting the class; a situation that can leave a business without any cover just days ahead of renewal.

5 05 WHAT MAKES US DIFFERENT AND WHAT DOES IT MEAN FOR YOUR BUSINESS? KNOWLEDGE We understand what you do and what insurers want. You will get appropriate cover, from the right insurer, at the right price. SECTOR SPECIALISATION We take time to understand the sector you operate in. We understand the risks your business is exposed to. We know what you need from your insurance and what your clients expect. CLAIMS SERVICE We have settled over 500m worth of claims on behalf of clients in the last four years. You have an experienced, knowledgeable in-house claim s handling team with over 30 specialists on your side to provide advice, get claims settled and act as your advocate. EXPERTISE We have over 100 PI specialists. We know what we re doing. Every member of our team sits within 20 metres of someone with over 20 years insurance industry experience. If you ve got a problem we will have several people who can provide a solution and we will work collaboratively with you to deliver the best outcome. STRENGTH Our size and reputation helps us consistently negotiate better premiums with insurers. SIZE Large enough to make a difference with insurers but still small enough to offer great service based on strong relationships. INTEGRITY We tell it how it is, providing honest and informed advice and guidance. If we say we are going to do something or we commit to delivering a certain premium, we will do it. KEEPING YOU INFORMED We ensure you have access to up-to-date information on factors that can impact premium and risk management. We give you the opportunity to benefit from the lessons learnt in other professional sectors.

6 06 PROFESSIONAL INDEMNITY DIVISION OUR TEAM Our people, culture and management structure define the service you receive. We have one of the most experienced PI teams in the UK, with over 100 insurance professionals including 30 dedicated to handling claims and over 50 dedicated to managing accounts. The team is led by four Executive Directors whose experience spans broking, account management and claims handling. They each have over 25 years insurance industry experience handling the full spectrum of professional services firms from solicitors through to surveyors. They are actively involved in managing accounts and maintain close personal relationships with many of our clients and insurers. Our core functions, account management, broking and claims are divided into units with each unit focusing on one or two specific sectors and headed by a director with an in-depth knowledge of those sectors. This ensures all of our clients are looked after by a team that not only understands PI insurance but also understands the specific demands of your profession, clients, insurers and regulators. Every team is lead by an individual with over 20 years PI experience and many of our team members will match that level of expertise. As a business we believe in bringing together teams of enterprising, energetic and passionate people with a genuine commitment to offering outstanding customer service. We maintain close relationships with many of our clients, both large and small. We recognise the importance of being professional and believe firmly in being friendly and approachable but offering tough advice where it s required. THE BENEFITS OF A STRONG BROKING TEAM AND GREAT CUSTOMER SERVICE CASE STUDY 1 The insured, a law firm, were keen to replace their existing unrated primary layer insurer with A rated capacity. Having seen our contact details in the Law Society s PI guide, they contacted us in mid-july, in advance of their October renewal. Having developed an in-depth understanding of the practice and their approach to risk management we secured a quote that met their requirements within just ten days. The firm was so pleased with our service, which they felt evidenced strong legal sector knowledge and commitment to customer service, they gave us the order before the end of July. We placed the order with insurers ready for cover to commence on 1 October. Having been impressed by the firm s business model, procedures and risk controls we suggested that they may find it beneficial to meet with underwriters in advance of their renewal date. We worked with the firm to develop a presentation to the underwriters, which they subsequently gave at a meeting hosted by us in September. The underwriters were very impressed with the business and after further negotiating by our broking team we reduced the premium quoted by 25%. CASE STUDY 2 A surveying firm approached us five days ahead of their renewal having been quoted a 25% uplift in premium, after the withdrawal from the PI market of their lead insurer. The significant increase in premium was surprising as the firm predominantly operated in lower risk sectors and had no above excess claims settlements since establishment. Using the knowledge of the business that we had developed over a three year dialogue with them and by effectively leveraging our relationship with insurers, we succeeded in obtaining a premium that matched what the firm had previously benefitted from despite having only four days to conduct negotiations with insurers.

7 07 CHRIS WRIGHT EXECUTIVE DIRECTOR 30 YEARS EXPERIENCE LEE BONNER DIRECTOR, BROKING 25 YEARS EXPERIENCE UMESH PURI ASSOCIATE DIRECTOR 15 YEARS EXPERIENCE ANNE WALLIS ASSOCIATE DIRECTOR, CLAIMS 25 YEARS EXPERIENCE JOHN WOOLDRIDGE DIRECTOR 25 YEARS EXPERIENCE

8 08 PROFESSIONAL INDEMNITY DIVISION CLAIMS HANDLING An insurance broker should not only be measured on their ability to secure a competitive premium and the right level of cover, but their capacity to respond effectively in the event of a claim. This is the moment of truth and it s when your business really needs access to claims expertise to protect your commercial interests. Many insurance brokers have scaled back, or outsourced, their claims handling operations in recent years. We don t believe this approach is in our clients best interests. A strong, technically experienced claims handling team, with individuals prepared to challenge insurers initial responses, is at the heart of our business offering and will remain there. That is why we employ one of the UK s largest in-house PI claims handling teams with over 30 members of staff, many with over 20 years experience. We have handled over 500m of paid claims since We offer you a proven track record you can trust. Our role is simple; to support you and your business throughout the life cycle of a claim providing advocacy and guidance where required. It is not just our size that sets us apart. It is our approach and service which combine to ensure that wherever possible you get the best achievable outcome. We oversee and co-ordinate insurers, loss adjusters and/or solicitors throughout the claims process, working closely with them to ensure that your commercial interests are upheld, and reducing the pressure that a claim places on you and your colleagues. We are proud of our high staff retention rate, which enables us to provide consistency of approach, continuity and enduring relationships with both the insured and the insurer. If, like us, you have known many of the senior claims underwriters at insurers for in excess of 20 years, then the level of trust and shared understanding inevitably leads to better results for our clients. We believe in the importance of face to face communication, both with our clients and with insurers. This personal approach is becoming increasingly unusual in a highly commoditised insurance industry. It enables our claims handlers to develop an in-depth understanding of the personal preferences of both clients and insurers when it comes to resolving a claim and it creates open dialogue which helps you get vital information on claims trends and we get the information we need from you to successfully act as your advocate. Our expertise and sector specific knowledge enables us to handle a range of claims situations and/or requirements that may be unique to your business. For example small claims handling agreements or the analysis of claims histories to identify single cause claim scenarios and the subsequent management of negotiations with insurers regarding block notifications. THE VALUE OF A STRONG CLAIMS HANDLING TEAM CASE STUDY 1 Our client was an architect who had been involved in the refurbishment of a country house, which included the development of a separate spa. Several claims notifications arose from the project, leading to questions of how many claims there actually were. Significantly, this would determine how many excesses would be payable by the insured. Following consultation, insurers pressed for the payment of two self-insured excesses. We re-negotiated with insurers resulting in the insured only being required to pay one excess, saving them 50,000. CASE STUDY 2 Systemic issues, for example the incorrect application of formulae across multiple portfolios are, whilst rare, potentially the most costly cause of claims against those involved in the provision of financial advice or actuarial or wealth management services. In this situation, there is always a danger that insurers will attempt to apply a per claimant excess, resulting in the insured incurring multiple sub-excess payments in settlement. Where this occurs the abilities of a broker s claims team to negotiate with insurers is critical. One of our clients was required by the FCA to undertake a S166 past business review into investment suitability within a specific division of the business. This review resulted in multiple claims, all originating from the same cause. Despite insurers initial attempts to apply a per claim excess of 50,000, per investor we succeeded in persuading insurers to apply a single excess of 50,000. Insurers have subsequently paid out over 1.4m, a cost which if multiple excesses had been applied would have been largely borne by the insured.

9 09 GROUP INSURANCE EXPERTISE It is vital your insurance programme meets the evolving needs of your business and the environment in which it operates. Whilst many organisations maintain a close eye on their most expensive and seemingly critical insurances, for example PI, it is not uncommon for other forms of insurance to be rolled over year after year with little or no verification of whether they remain appropriate to business needs. Few businesses are isolated from the effects of operating in an increasingly litigious environment and this coupled with the impact on risk of business evolution, for example increased use of technology raises the risk profile of all businesses. Whilst being mindful of this, firms should also ensure they take a coordinated approach to purchasing insurance to minimise gaps in cover and avoid a scenario where the same cover is unnecessarily offered by two policies. By combining our in-depth knowledge of the professional sectors we serve with the product expertise and global knowledge of the Howden Broking Group we are well placed to handle the most complex global insurance programmes in areas as diverse as those shown in the table below. We can provide our clients with access to insurance advisory and broking services across most classes of business insurance ranging from employee benefits to transactional risk insurance to property insurance. Placing all your insurances with one broker is not always the right choice. It can result in an uncoordinated programme serviced by multiple offices, with no clear lines of communication and varying service levels. We work hard to avoid this providing all of our clients with an account chair who will have oversight of all aspects of your insurance programme. Their role is to work with product experts from across the Howden Broking Group and use their knowledge of your business to ensure you continuously benefit high service levels and a dedication to delivering competitive premium, broad coverage and responsive claims handling. People Assets Liabilities Personal Accident Property Employers Liability Expatriate Medical Terrorism Public & Product Liability Business Travel Business Interruption Environmental Liability Kidnap, Ransom & Extortion Construction Directors & Officers Liability Employee Health & Benefits Plant & Equipment Professional Indemnity War & Political Risks Machinery/Electronic Breakdown Cyber Liability Crime Intellectual Property Protection Fleet Crime Title Insurance Transactional Risk

10 10 PROFESSIONAL INDEMNITY DIVISION HOWDEN INSURANCE BROKERS AND HYPERION INSURANCE GROUP Your insurance programme is business critical and may be highly complex. Even if you are fortunate enough to operate in a benign claims environment, changing insurance broker will represent a significant step. It is therefore natural that you will seek reassurances regarding the stability of your chosen adviser. Howden Insurance Brokers Limited is a subsidiary of the Howden Broking Group, a global business recognised by both the insurance industry and the sectors in which we operate as being one of the world s leading insurance brokers. Our parent company, Hyperion Insurance Group is an international insurance intermediary group, generating in excess of 199m* revenue per annum from 79 offices across Europe, the Middle East, Asia Pacific and the Americas. Whilst we are proud of the growth we have achieved, that growth has not come at the expense of maintaining a close eye on the foundations that make our business stable. Hyperion Insurance Group has consistently achieved EBITDA of in excess of 20%, maintains a rounded shareholders base which is 60% staff and management owned, and has invested heavily in great quality staff and systems. We have a stated commitment to remain independent which puts us in the best possible position to continue meeting and exceeding the requirements of our clients, well into the future. The standout performer of this year is the acquisitive Hyperion Insurance Group, which enjoyed a 28.1% uplift in brokerage. This is a business that has a great vibe about it Second last year and first this year. A double that is hard to achieve as it shows sustained outstanding progress The dynamism of the business means that it can attract some of the best talent. IMAS COMMENTARY ON HYPERION INSURANCE GROUP Insurance Times Top 50 Insurance Brokers report, 2014 * Hyperion Insurance Group Revenue 2014

11 Howden has been our PI broker for the last two years and we have found them to be excellent. They clearly understand our business and are cognisant of the risks of that business. They are able, therefore, to explain to lead insurers and excess layer insurers how our procedures are effective in reducing risk. This understanding, together with their knowledge and expertise in the market place ensured that in a challenging market we secured the right terms for our business. Howden s personal approach to their clients both in terms of renewal and dealing with complaints when they arise has been central to building our good relationship. REGULATORY DIRECTOR UK Top 20 Financial Adviser The team at Howden have looked after our Professional Indemnity Insurance since They have provided an excellent service across all facets of our insurance programme from securing us a competitive PI premium through to handling notifications and claims. Their in-depth knowledge of the accountancy sector and their PI insurance expertise has ensured that our cover continues to meet the needs of the business and the environment in which we operate whilst their relationship with Insurers has facilitated the presentation of a broad range of alternative options at renewal. Howden have played a crucial role in helping us develop a strong relationship with our lead insurers which we recognise can prove crucial during either a hard market or a tricky claim negotiation. In summary, we are very pleased with the service they provide. DIRECTOR UK Top 10 Accountancy Practice I really appreciate all the support and assistance you have provided to myself and the business in general over the past 10 years or so. I know how difficult things can get and you have always been extremely effective but human as well. Really appreciated and a rare combination in our line of work. The service Howden have provided has been very good. You have always responded helpfully to any query and we have never needed to chase you up. I would recommend Howden as a competent and helpful specialist insurance broker. PARTNER Solicitors Practice RISK AND COMPLIANCE DIRECTOR UK Top 10 Financial Adviser For more information please contact The Professional Indemnity Team T +44 (0) E

12 CONTACT US For more information about our services, please contact: T E W This document and any recommendations, analysis or advice herein are not intended to be taken as, nor does it constitute, legal, insurance or professional advice. It is not specific to any individual circumstances regarding policy terms, conditions and exclusions. Please contact your specialist broker, legal or financial advisor for an analysis of your specific facts and circumstances. Howden Insurance Brokers Limited 71 Fenchurch Street London EC3M 4BS United Kingdom T +44 (0) F +44 (0) E Part of the Hyperion Insurance Group Howden Insurance Brokers Limited is a subsidiary of Howden Broking Group Limited, part of the Hyperion Insurance Group. Howden Insurance Brokers Limited is authorised and regulated by the Financial Conduct Authority: firm reference number Registered in England and Wales under company registration number Registered office 16 Eastcheap, London, EC3M 1BD. Broker at

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