AUSTRALIA S BEST BUILDERS CHOOSE MBA INSURANCE SERVICES CAPABILITIES STATEMENT

Transcription

1 AUSTRALIA S BEST BUILDERS CHOOSE MBA INSURANCE SERVICES CAPABILITIES STATEMENT

2 Table of Contents page 1 Introduction Our Approach Insurance Broking Services Our Service Approach Online Services Contract Management Claims Management Other Services & Capabilities Our Product Range Human Resources Our Customers Testimonials J1491v9 MBA Insurance Services Capabilities Statement 1

3 1. introduction 1.1 Company Background MBA Insurance Services (MBAIS) is the general insurance brokerage owned by six of Australia s Master Builders Associations. (NSW, VIC, TAS, WA, NT, ACT) We service the 21,000 members of these State/ Territory Associations through major offices in Melbourne, Sydney and Perth, and smaller offices in the other States. Each State employs specialist staff skilled in the key areas of building and construction insurance Contract Works, Home Warranty and Trades Insurance. Originally we established the business to ensure that the building and construction sector would always be influential within the insurance market in all matters affecting its industry. This meant that the industry had a seat at the table with those bodies whose decisions could significantly impact them, such as Governments and Insurance Companies. By being a leading broker in this sphere, we use our industry muscle to leverage great value for money insurance arrangements with preferred underwriters, ultimately keeping our members premiums down and their policy coverage broad. We currently provide insurance related services to over 8,000 members nationally, and this is likely to grow significantly over the next three years. We look after a broad spectrum of members from those with turnovers of $1BN+, down to smaller builders with turnovers of $400K+. Over the past few years, we have considerably strengthened our business in a number of areas: We have recruited a number of people technically competent in building and construction insurance to complement our existing highly trained team. We have streamlined a number of our internal and external processes in order to make our operation faster and more efficient, and in order to provide our customers with the best service possible. We have broadened our product range, to enable us to meet the demands of an ever widening variety of customers, including a dedicated MBAIS Contract Works and Public Liability manuscript wording. We have forged a strong link with our Association colleagues, that enables us to offer a complete business services offering, which perfectly complements the broking and risk management aspects of your insurance program. This is a unique combination of services, only available if you appoint MBAIS as your insurance broker. Our business has also significantly upgraded our on-line capability. This is to provide our customers with faster and more efficient ways of transacting business with us. (See 3.1 Online Services p7) We generate our growth from customer referrals, a greater awareness of our business, and a superior product / price proposition that continues to meet our member s needs. 2 MBA Insurance Services Capabilities Statement 3

4 1.2 our approach 2. & our philosophy insurance broking services Our approach focuses on providing high quality service and value for money products to our customers. We have a pro-active team of experienced and motivated staff, who are charged with delivering that superior customer service experience. Importantly, when you have a claim, we have a team of experts tasked with ensuring you gain peace of mind throughout the entire process. We only place your business with insurers who offer the best overall package of financial stability, broad coverage, competitive and consistent premiums, and a proven claims payment record. You can be assured when placing your business with MBAIS, that we only use reputable insurers who can be relied upon. Within our business MBAIS has four Key Pillars which guide our business through our decision making and our actions. Our success as a business depends upon being able to: 1. Maintain a tight knit working relationship with the local MBA teams, in order to strengthen and differentiate the service offered to our members. 2. Streamline our business processes wherever possible, in order to improve our efficiency and deliver increased customer satisfaction. 3. Create an environment where our team are respected and engaged and where they are rewarded for outstanding work. 4. Build differentiation with our partners in the core parts of our business, that ensures that we will always have something unique to offer our customers. This value is augmented by our bond with the Master Builders Association who offer a range of additional services, such as OH&S, Marketing, Legal Training and Building Services. This strengthens the overall insurance and risk management package of services offered by MBAIS. MBAIS are more than just an insurance broker. We are your outsourced insurance expert and risk advisor. The close relationships that we develop with the key people within your business allows us to truly understand your requirements and to develop solutions that will meet and exceed your expectations. Our intimate understanding of the building and construction industry has led to the development of many innovative and exclusive insurance solutions tailored specifically for the industry. The value MBAIS brings to your business is multifaceted as displayed in the following diagram: CLAIMS SERVICE & ADVOCACY MBA SERVICES CONTRACT ADVICE PROACTIVE SERVICE INSURANCE MARKET LEVERAGE INDUSTRY SPECIFIC ADVICE TECHNICAL CONSTRUCTION & RISK KNOWLEDGE RISK IDENTIFICATION RISK ANALYSIS TAILORED POLICY WORDINGS INSURANCE & RISK TRAINING WORKSHOPS RISK TRANSFER STRATEGY DESIGN 4 MBA Insurance Services Capabilities Statement 5

5 3. our service approach 3.1 online services for immediate assistance The MBAIS service approach is relatively structured in order to ensure that we deliver on our promises. It is an approach that is focused on delivering the best value for money products and tailored services that will respond at the moment of truth - when our customer has a claim. The following diagram breaks down the various aspects of our service into the different stages of our relationship development: Action Item Activity Outcome 1 Tender / Submission Review any relevant tender Conduct technical review of current insurance program Request additional information 2 Presentation Present tender response / new business submission Outline key benefits of program proposal and benefits of partnering with MBAIS 3 Appointment Appointment of MBAIS Client to advise any additional requirements or subjectivities to appointment Agree final program composition 4 Program Development Approach insurance markets to obtain underwriter support for proposed solution Confirm underwriter pricing, capacity and coverage to the satisfaction of client 5 Implementation & Placement MBAIS to confirm coverage with agreed underwriting panel MBAIS to confirm coverage to client and supply certificates of insurance 6 Client Servicing Ongoing supply of Certificates of Insurance Contract Reviews Half year service reviews Coverage alterations Technical advice Access to / Integration of other MBA services e.g. Legal, OH&S 7 Claims Management Assistance with lodgement, management and dispute resolution Technical claims assistance, access to legal advice Development of detailed response to tender outlining coverage, pricing and service strategy through MBAIS Detailed and Appropriate Insurance and Risk Management proposal MBAIS appointed to arrange placement of client insurances MBAIS to confirm placement parameters Coverage agreed and bound by required due date Complete insurance and risk management service Ongoing claims management to ensure immediate claims lodgement and responsive service Our Services Online MBAIS is proud to have been first to market with a number of online services to the building and construction sector. Our website, launched in January 2013 is designed to streamline our service offering for builders seeking a more immediate solution for their insurance needs. Construction Insurance We are the first broker to offer our customers the capability of quoting and binding construction insurance (annual cover or job specific) 24/7 and 365 days per year. Warranty Certificate Issuing We are the only broker who gives our customers the opportunity of issuing a Home Warranty (or Builders Indemnity) Certificate with QBE for a specific job 24/7 and 365 days per year. Trades / Sub Contractors Insurance We have arranged a package of insurance covers specifically designed for the Tradesman / Sub Contractor, all which can be applied for online (Max 48 hour turnaround). As MBAIS has significant expertise in its three core products - Contract Works, Builders Warranty and Trades Insurance, it is perfectly placed to understand your business and manage all your insurance and risk management requirements. 6 MBA Insurance Services Capabilities Statement 7

6 3.2 contract management how our team can help you 3.3 claims management our claims support services MBAIS understands that a Contract Works, Liability or Professional Indemnity policy is only useful if it complies with the terms of a principal contract. MBAIS utilises the skills and expertise of our National Technical Services Manager and four specialist construction lawyers within our office to provide specialist contract reviews to its clients. By reviewing your contracts before you sign them, MBAIS can reduce commercial liabilities that you are accepting under contract and act as a key part of your contract management team in mitigating potential contractual risk exposures. Your insurance claims will always be managed within our broking team by your Account Manager. It is important that this is done to ensure that our broking team is continually aware of claims instances and to also ensure that the team is accountable for the insurance being negotiated. There will also be direct involvement of MBAIS senior management on any large, protracted or disputed claims. Underpinning our claims management function are procedures for both reporting and loss mitigation which are provided on all key classes of insurance. Our claims support services include: Assistance in the claims lodgement process, including presentation of your case to insurance markets in the most appropriate fashion. Provision of claim information including claim statistics and qualitative information to assist in the risk management function. Regular claim management and claim service reviews to ensure all parties are meeting the agreed service requirements. Technical support on large claims to ensure claim outcomes are in favour of you. 3.4 other services & capabilities In order to provide you with the complete risk management program, we can access the many services offered by the Master Builders Association on a fee for service basis at significantly reduced cost to you. Some of these services include: Management of Sub Contractor compliance. Free legal advice including contract reviews and claims support. Free onsite OH&S audits. IR support to minimise job delays. 8 MBA Insurance Services Capabilities Statement 9

7 4. our product range CONSTRUCTION & THIRD PARTY LIABILITY PROFESSIONAL INDEMNITY (INCL D&C) INDUSTRIAL SPECIAL RISKS Covering you for material loss or damage to property forming part of an insured construction contract. Damage to the property of third parties or personal injury caused to third parties on the site occurring throughout the construction period, as well as completed operations / products liability cover for the contract. Covering you against financial loss suffered by a third party arising from any claim made during the policy period by reason of any covered neglect, error or omission committed in the conduct of your professional business during the policy period. This is a particularly necessary cover where you undertake design and construct jobs. Covering your static property risks, such as offices, warehouses and manufacturing plant, for any accidental loss or damage occurring throughout the policy period. This can include consequential financial losses which have arisen as a result of damage being caused to your property. MBAIS is the only insurance broker whose profits go directly back into the building & construction industry. MOTOR FLEET Covering all of your vehicles and mobile plant under one policy, with features such as agreed value, choice of repairer, hire car following loss, and automatic additions and deletions. Also covering you for up to $30m worth of third party property damage caused in any one incident. CONTRACTORS PLANT & EQUIPMENT Covering all of your unregistered plant, equipment and tools for accidental loss or damage both whilst on site and Australia wide in certain circumstances. This can be extended to include hired plant and mechanical breakdown. DIRECTORS & OFFICERS LIABILITY Covering directors and officers of your company for losses or advancement of defense costs in the event they suffer a loss as a result of a legal action brought for alleged wrongful acts in their capacity as directors and officers. This includes costs arising out of criminal, civil and regulatory investigations/trials. SURETY & PERFORMANCE BONDS These bonds typically replace bank guarantees and as they are unsecured (i.e. no direct security is required upfront), they free up your capital so that it can be allocated to other aspects of your business, ensuring more flexibility in the overall financial management of your business. TRADE DEBTORS Covering you against nominated debtors, from them defaulting or failing to pay their outstanding debt to your business, provided at all times that you don t allow these debtors to transact outside their agreed credit terms. WEATHER DERIVATIVES Whilst not an insurance contract, MBAIS can arrange cover for these risks. Derivatives are becoming more popular for the risk averse builder who wishes to cover project delays / liquidated damages etc, caused through the advent of bad weather on the project. 10 MBA Insurance Services Capabilities Statement 11

8 5. human resources our key people & their expertise / experience MBAIS prides itself on the strength and experience of our team. Our mixture of strong technical resources combined with our customer services ethic ensures exemplary service to our customers. Some of our key people include: Richard Grounds National Technical Services Manager Luke Hueston State Manager (VIC) Adam Fawcett State Manager (NSW) Kevin Pattison Chief Executive Officer Kevin began his General Insurance career in Throughout his 35 years in the industry, he has held senior executive positions with several major Insurers including Vero, APIA and Calliden. He has worked in both direct and intermediated businesses, dealing in long tail and short tail classes, thus his expertise spans all facets of commercial and personal insurance. Kevin has lived and worked in the three major insurance markets within Australia (NSW, VIC and QLD) for significant periods, as well as carrying out assignments in London, South East Asia and USA. Kevin holds a Bachelor of Business (Insurance) from Victoria University and he is a Fellow (CIP) of the Australian and New Zealand Insurance Institute. He is also a Graduate of the Institute of Company Directors. Richard is a 25 year professional of the general insurance industry. Prior to commencing in insurance, Richard was an industrial engineer. Richard has worked at a number of Insurers including NZI (now CGU), American International Underwriters, Australian International Insurance and Lumley. He has been the lead construction underwriter on many of the recent infrastructure projects around Australia, including Docklands Stadium, Melbourne City Link, Q1 Gold Coast, Australian Magnesium, Star Casino, Brisbane to Airport rail Link, Sydney Airport Rail Link, Cross City tunnel, projects valued at over $26 billion. He also has links with most of the major construction underwriters and reinsurers in Australia, USA and Europe. Luke has over 10 years experience working for International Insurance Brokers. Through experience as a Corporate Broker and in product development Luke has developed a broad experience across many industries. Luke has had experience in Civil Construction through management of the Caterpillar Insurance Facility whilst at Willis Australia and he has now been with MBAIS for three years. In his role as State Manager - Victoria, he is responsible for the management of the General Insurance team and advocacy of its key accounts. Luke has a Bachelor of Business, majoring in Marketing along with a Diploma in Financial Services (NIBA). Adam as State Manager - New South Wales, brings with him over 15 years experience in the insurance industry working both as an underwriter and broker, providing specialty general insurance services to a wide range of clients in the residential, commercial and corporate sectors. With a strong focus on client relationships, Adam is determined to deliver complete insurance programs to meet the needs of MBA members. Adam holds a Diploma in Financial Services (Insurance Broking) and is a Qualified Practicing Insurance Broker (QPIB) through the National Insurance Brokers Association (NIBA). Greg Koster National Home Warranty Specialist Nick Vernon State Manager (WA) Greg has been working in the tumultuous world of Builders Indemnity / Home Warranty insurance for nearly 15 years. Throughout that period he has worked as a Senior Underwriter with two of the country s leading Home Warranty insurance providers for more than 10 years. This has assisted him in gaining a broad range of financial and technical expertise that is unmatched in the industry. In addition to this, his particular experience in dealing with distressed businesses and helping them get back on their feet has earned him a reputation that is envied by brokers. Greg is also extremely well connected within the industry which ensures that MBAIS gets listened to by our markets when we approach them about a risk with unique characteristics requiring specialist underwriting attention. Greg also holds a Certificate of Management from Deakin University. Nick Vernon began his insurance career in Apart from his knowledge and technical expertise of insurance within the building and construction industry, Nick has gained a wealth of experience in managing insurance programs of some of Australia s largest corporate accounts, particularly in the energy and utilities areas, having previously worked with an international broker. Nick is an excellent people manager and he possess the technical knowledge and experience necessary to provide the high level of service that our clients are accustomed to. Nick is currently completing his Diploma in Financial Services and is a member of the Australian and New Zealand Insurance Institute. 12 MBA Insurance Services Capabilities Statement 13

9 6. our customers 7. testimonials MBAIS has a broad range of customers with specific service propositions designed to meet the needs of each segment. SME Clients MBAIS has a significant portfolio of SME clients underpinning its business. We negotiate insurance arrangements with insurers on a bulk or portfolio basis for these clients to ensure they receive the best possible value for money products given the size of their insurance program. MBAIS has developed online platforms which ensure an efficient service to this market, freeing up resource capacity to ensure we can offer a higher touch service to our more complex clients. Commercial Clients With unrivalled capability in Construction and Professional Indemnity Insurance, MBAIS is able to offer medium sized, commercial builders / specialist contractors a level of personalised service and access to decision makers they are unable to obtain from the larger international brokers. Coupled with our specialised knowledge of the construction industry, this ensures a premium service for this segment of the market. Examples of key clients include: Corporate Clients With access to a broad range of business services through the Association MBAIS is positioned to provide an excellent full service solution to this segment of the market. For builders with turnovers in excess of $100m, our expertise and access to specialised markets ensures we are in a position to compete by providing a unique offering to these clients. Examples of key clients include: Fugen Group Pty Ltd (NSW) Becon Constructions Pty Ltd (VIC) Pindan Constructions Pty Ltd (WA) Sunbuild Pty Ltd (NT) BMD (QLD) Halikos (NT) Fairbrother (TAS) Village Building Co. (ACT) Perkins Builders (WA) Pindan Pty Ltd, Pindan Contracting Pty Ltd Pindan has grown significantly over the past few years, to now become one of the leading building companies in Western Australia. Throughout most of that period, MBAIS have been our insurance broker, dealing with the ever changing needs of our business and the complexities that arise because of our involvement in larger and more complex contracts, especially in the mining industry and remote regions etc. Over the past three years in particular, MBAIS have significantly strengthened the quality and capability of their personnel. They have also broadened their product range and ramped up their customer service initiatives such as technical training, to a level that I believe is now the benchmark in our State. We re extremely pleased that they have stepped up to the plate in terms of being comfortably able to manage organisations of our size, and, because they are owned by our Association, it s even more satisfying, because when we place our insurances via MBAIS, we know that we are supporting our own industry association, and hence our own future. George Allingame Director Pindan Pty Ltd, Pindan Contracting Pty Ltd Becon Constructions (Aust) Pty Ltd We have been dealing with the team at MBAIS for the past three years. Having been in business for over 20 years, we are acutely aware of the importance of having a broker who has both the technical knowhow and the market leverage to compile an appropriate risk management and insurance program for us. We originally started dealing with MBAIS when we needed some assistance in establishing a Surety Bond Facility, and from there we have moved our entire insurance program to MBAIS. Whether its an underwriting or a claim matter, MBAIS have always been pro-active, prompt and easy to contact. We have a very capable Account Manager who services our business for day to day issues, however we also have direct access to their Senior Management and technical resources team for assistance on the more complex or difficult matters. We would have no hesitation in recommending MBAIS to other large builders, as they have the appropriate expertise and markets which can provide all the types of cover that we need, and they re can do people who value our business. In addition to this, as the MBA s own business, we prefer to support businesses that legitimately support our industry. Phillip Herkess Director Becon Constructions Pty Ltd Krongold Constructions (VIC) Nash Brothers (NSW) Trimont Constructions (VIC) EMCO Pty Ltd (WA) 14 MBA Insurance Services Capabilities Statement 15

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11 MBA Insurance Services Ph: mbais.com.au AFS License No