CLAIMS SERVICE SOLVING THE TOUGHEST PROBLEMS

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1 CLAIMS SERVICE SOLVING THE TOUGHEST PROBLEMS

2 02 CLAIMS SPECIALISTS THE EXCEPTIONAL EVERY DAY We believe that a consistent, high-quality claims service is pivotal to a successful client relationship. We consider claims throughout the entire client journey, from initial policy selection to final claim resolution. It is not just when a loss occurs that our claims expertise applies, it is an inherent part of everything that we do.

3 03 WE SEE THINGS THROUGH Handling claims is not a back-office function at Howden. Our claims specialists work alongside our sector teams to ensure that they are an integral part of the client relationship. By handling claims in-house we are able to guarantee a consistent level of service and responsiveness, which everyone is committed to. It also means our staff act with sensitivity and flexibility to achieve the most effective outcome. EXPERIENCE GOES A LONG WAY The many years of experience across our claims team mean we have the insight and expertise to tailor policy wordings to fit the most complex of scenarios. This reduces the chances of a policy not responding to a claim. THE PERSONAL TOUCH We understand that no two losses are the same. Howden provides a personalised consultancy service, rather than a standard operational process. We develop an in-depth understanding of our clients needs and decide upon the right route to resolution for each case. KNOWLEDGE IS NOTHING WITHOUT THE SKILL TO APPLY IT We have a proven track record for resolving large and complex claims from around the world. Our in-depth understanding of the sectors in which we operate, combined with our long-standing relationships with leading insurers, means we act as informed negotiators on our clients behalf. This allows you to focus on your day job, safe in the knowledge that we will be acting in your best interests. OUR RANGE OF SERVICES Claims consultancy We provide advice and support for a wide range of claims issues. We are happy to provide an annual claims consultancy service that includes a full claims audit. Claims advocacy We offer a standalone claims service on cases where Howden were not initially responsible for the placement of the insurance programme. This service is designed to aid the resolution of ageing or distressed claims where negotiations between insurers and the incumbent broker have failed to produce an acceptable outcome. Portfolio management Clients benefit from complete claims broking and strategic claims support. Our portfolio management solution offers a traditional claims broking service as well as in-house logistical support. Coverage analysis We provide coverage assessment and advice specific to each case. We analyse the case in relation to the exact terms, conditions and exclusions that form the policy wording. I have worked with many insurance brokers in previous jobs and can confidently say that Howden is by far the best. CHIEF FINANCIAL OFFICER Financial service provider

4 04 CLAIMS SPECIALISTS AN INTERNATIONAL GROUP WITH THE LOCAL TOUCH The importance of claims is understood by every member of staff in every Howden office. We are a truly independent broking group, with one of the world s largest international networks. We provide global solutions with local expertise from our offices throughout the world. The same commitment to resolving claims applies in every office around the world. OVER 1,800 EMPLOYEES OVER 90 OFFICES OVER 30 COUNTRIES FINANCIAL LINES PROFESSIONAL INDEMNITY ENERGY LIABILITY PROPERTY MARINE AVIATION CARGO AND TRANSPORT As at April 2015

5 05 CLAIMS SPECIALISTS With claims specialists working alongside our account directors and sector teams, we ensure claims resolution is a team effort and remains at the top of everyone s priority list. This means regular discussion on claims trends, wording amendments and insurer performance, so that our products and services always remain competitive. It also means you will receive a consistent and positive experience regardless of who you speak to. WE KEEP IT PERSONAL We believe in the personal approach and like to meet clients face-to-face where possible. This gives us a more comprehensive understanding of your specific requirements when it comes to resolving a claim. A REPUTATION BASED ON DELIVERY We are proud of the strong reputation that our claims team has and we work tirelessly to maintain it. For us, resolving claims is part of our DNA. It is what we are here for and we take this responsibility seriously. OUR CLAIMS PLEDGE l We will support you and your business at every step of the way, from policy design through to claim resolution. l You will receive a responsive, personal and consistent service. l We will use our long-standing relationships with insurers and negotiating strength on your behalf. l You will deal with people who understand your sector and specific requirements. l We will use our international network to support clients wherever they need us.

6 06 CLAIMS SPECIALISTS FIXED THINKING GOES NOWHERE WHAT OUR CLIENTS AND STAFF SAY Our staff are individually motivated to provide a high level of quality service. This, with an ethos of team collaboration, provides best practice to the client and markets. CLAIMS MANAGER Howden As an expanding international business with an insurance programme placed in a foreign jurisdiction, we need a local insurance partner who we can trust to represent us as if we were a local customer. The Howden claims team gives us this vital representation. INSURANCE MANAGER Global engineering business I cannot tell you how valuable Howden s counsel and advice has been over the years that we have engaged them. Not only do we feel that we are well represented when our property and terrorism insurance programs are being developed and marketed, but their advice during the hurricane claims process with underwriters has been critical. RISK MANAGER US Municipal Corporation When we had a claim, the Howden team sprang into action and represented us to the point where we did not need to hire expensive outside counsel for our claim. The result was a successful campaign that took a global approach and utilised the entire Howden network. CHIEF FINANCIAL OFFICER Financial service provider Because we sit alongside our placing colleagues, we get to know our clients businesses and the opportunities for them. This benefits everyone: because we gain experience across the board and our clients benefit from our experience. CLAIMS BROKER Howden We make our clients feel supported and wanted. We provide a clear but informal style as clients do not always have risk managers in place. CLAIMS HANDLER Howden

7 07 CAN DO IS NO MATCH FOR HAVE DONE CASE STUDIES SETTLEMENT DISPUTE A firm of solicitors acted for a Middle Eastern royal family in order to set up a trust fund with the beneficiaries being family members. The family relationship broke down which caused a dispute over the distribution of the benefits of the trust. This resulted in multi-party litigation involving solicitors, accountants and trust advisers; with our client s contribution in a global settlement being USD7.5m. The insurers raised policy issues and were considering their options under the policy. Howden negotiated with these insurers and resolved the issues resulting in the underwriter settling the claim in full. DIRECTORS AND OFFICERS A client of Howden s was involved in an acquisition in which a minority shareholder pursued a petition under Section 4 of the Companies Act 2006 claiming unfair prejudice. Members of the Board of Directors of our client were named in the petition and incurred significant legal costs. After two and a half years the case went to court. The insurance policy allowed the legal costs to be paid directly by insurers and the claim to be successfully defended in court. Despite the claimant being unsuccessful, legal costs paid by insurers were in excess of GBP4m. FINANCIAL CYBER CRIME A Middle Eastern bank was the target of a significant cyber attack resulting from the cloning of a limited number of payment cards and the associated alteration of account details and limits. The alterations followed illegal access to the network of the service provider rather than the bank s own systems. The perpetrators were then able to commit a very sophisticated crime by obtaining cash funds from numerous ATM machines simultaneously in 23 countries and in under seven hours. The amount stolen exceeded USD40 million and the crime was widely reported on global news networks. Howden was able to demonstrate that cover was available under the bank s commercial crime policy and the entire loss was audited, adjusted and fully paid within the regulatory timescale required by the bank. MULTIPLE POLICIES Howden placed a USD100m limit for a Mexicaninsured policy across 40 policies. In 2013 the insured suffered losses totalling USD82m. Working closely with the adjuster and providing guidance on how each loss affected the different placements, Howden successfully collected the full amount in three instalments. Each instalment involved the collection of funds from the majority of the 40 individual placements. Funds were collected and settled to the client, on average, within eight working days. THAT S HOWDEN. THAT S KNOW HOW.

8 CONTACT US For more information about our team of claims specialists, please contact: MARTIN OWENS T +44 (0) E 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. Copyright April Howden Insurance Brokers Limited 16 Eastcheap London EC3M 1BD United Kingdom T +44 (0) F +44 (0) E 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. AWARDS & RECOGNITION HYPERION 2014 Ranked 11th in Insurance Times Top 50 Broker listing HOWDEN 2014 British Insurance Awards: Commercial Lines Broker of the Year 2014 Recognised by the Sunday Times HSBC International Track 200 which ranks the UK s private companies with the fastest growing international sales 2014 The Hedge Fund Journal Awards: The Leading Insurance Broker 2013 Insurance Insider Honours: Hyperion Insurance Group awarded Broker M&A Deal of the Year 2014 Hedge Fund Market Awards: Best Insurance Provider 2013 Insurance Insider Honours: Broker of the Year 2013 Reactions London Market Awards: Winner, Insurance Broking M&A Deal 2012 Queen s Award for Enterprise in International Trade

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