Pre-Renewal Process
- At T-35 days, be informed that Client Support has created a renewal record in the system for each policy due within the defined lead time, assigned tasks to the service team, issued the pre-renewal information request to the client (including required forms/schedules and response deadlines), and obtained required approval.
- At T-35 to T-30 days, provide input where consulted regarding missing information, including existing file information, prior submissions, insurer correspondence, or claims data.
- On receipt and no later than T-16 days, confirm that client responses are received and materially complete, and that client details, risk information, policy data, and known changes are complete, current, and consistent.
- On receipt and no later than T-16 days, be informed that client documents have been saved to the renewal record with correct naming and indexing and that follow-up items have been tagged.
- Be informed of follow-up activity undertaken between T-28 and T-16 days to obtain outstanding client responses.
- Where pre-renewal tasks are delegated, clarify expectations regarding escalation, completeness standards, and timing, and remain available for consultation where issues arise.
Renewal Process
- Between T-21 and T-14 days, prepare and submit renewal information to insurer(s) or via the approved quoting platform to obtain renewal terms.
- Record markets approached, submission dates, and next follow-up tasks and dates in the system.
- Receive, save, and index insurer quotations and terms as they are returned.
- Review renewal terms, including coverage, conditions, exclusions, excesses, premiums, fees, and charges.
- Identify and flag material changes, risks, or variances from the expiring policy that require clarification or escalation.
- Prepare a renewal options summary and recommendation for client consideration, including key commentary and caveats.
- Between T-14 and T-7 days, provide renewal terms, options, and commentary to the client, including payment and instruction requirements.
- Follow up to obtain client instruction and address outstanding queries.
- Record client authority or instruction to proceed, including selected options and required confirmations.
- Bind or confirm renewal cover with the insurer in accordance with client instruction.
- Update the policy record with final premium, statutory charges, fees, commissions, and insurer details.
- Where renewal activities are delegated, remain informed of progress, provide guidance where consulted, and intervene where material risk, quality, or timing issues arise.
Compliance
- Update the renewal or service record with the next required follow-up task and date as each step is completed.
- Be informed through daily task review of the status and accuracy of open tasks.
- Be informed through task reporting of current, upcoming, and overdue tasks.
- File all client-related correspondence to the system using required naming and labelling conventions.
- Confirm filed correspondence is complete, readable, and appropriately linked.
- Remove client correspondence from individual inboxes in accordance with firm archiving practices.
- Participate in periodic file reviews and address identified gaps.
- Where compliance tasks are delegated, clarify required standards and remain available for consultation where issues are identified.
Client Growth & Coverage Optimisation
- During pre-renewal data review, identify changes in client operations, exposures, or structure that may indicate additional or altered insurance needs.
- During renewal review, identify coverage gaps, sub-limits, exclusions, or market changes that may warrant additional products or enhancements.
- Flag identified upsell or cross-sell opportunities in the system.
- Assess suitability, relevance, and timing of identified opportunities.
- Determine whether opportunities are progressed as part of the renewal, deferred, or not pursued.
- Prepare high-level explanations of additional coverage or products, including purpose, key benefits, and material considerations.
- Present upsell or cross-sell opportunities to the client and invite discussion or instruction.
- Record client responses (accepted, declined, deferred) and agreed next steps.
- Where accepted, initiate quotation or placement processes in accordance with firm procedures.
- Where growth-related tasks are delegated, provide direction on scope and approach and remain available for consultation on judgement-based decisions.
Payment Management
- Monitor outstanding renewal invoices against due dates and payment terms.
- At 14 days past invoice due date, initiate direct verbal follow-up with the client to arrange or confirm payment.
- Record all payment follow-up activity, outcomes, and next steps in the system.
- Participate in weekly debtor review processes when consulted.
- Provide input when consulted on identification of overdue or high-risk accounts and escalation options.
- Be informed when Certificates of Currency are issued following payment or agreed arrangements.
- Where payment follow-up tasks are delegated, remain informed of progress and intervene where client relationship or risk concerns arise.
Policy Endorsements
- Receive and log client endorsement requests in the system.
- Review endorsement requests to confirm required information and assess urgency.
- Obtain additional information from the client where required.
- Submit endorsement requests to insurers or approved platforms within required timeframes.
- Receive and review insurer endorsement terms or confirmations.
- Update policy records with amended terms, premiums, charges, and effective dates.
- Follow payment procedures for additional premium.
- Issue updated policy documentation once payment is confirmed.
- Record completion of endorsements and close associated tasks.
- Where endorsement processing is delegated, clarify escalation thresholds and remain available for consultation on nonstandard or time-critical matters.
Mid-Term Cancellations & Adjustments
- Be informed of client instructions to cancel or amend policies mid-term.
- Confirm cancellation or adjustment terms with insurers, including effective dates, refunds, or charges.
- Be informed that system records and client documentation have been updated and issued.
- Where processing tasks are delegated, remain informed and provide input when consulted on client impact or risk.
New Business Management & New Clients
- Progress allocated new business opportunities.
- Review client-provided information for completeness, accuracy, and consistency.
- Identify and resolve gaps or clarifications required before approaching market.
- Prepare and submit new business submissions to insurers or approved platforms.
- Record markets approached, submission dates, and follow-up actions.
- Receive, save, and index insurer quotations or terms.
- Review quotations, including coverage scope, exclusions, conditions, excesses, premiums, and charges.
- Identify material risks, coverage gaps, or limitations requiring explanation or escalation.
- Prepare new business recommendation summaries.
- Present quotation options and recommendations to the client and invite instruction.
- Obtain and record client authority or instruction.
- Bind cover in accordance with client instruction.
- Create policy records and issue required regulatory documentation.
- Where new business tasks are delegated, clarify expectations, remain available for consultation, and intervene where risk, scope, or timing issues arise.
Client Relationship & Service Standards
- Maintain professional, timely, and appropriate communication with clients.
- Act as the primary point of contact for allocated clients.
- Manage client expectations regarding timeframes, market conditions, and insurer responses.
- Escalate client dissatisfaction, service failures, or relationship risks in accordance with firm procedures.
- Where client servicing is delegated, remain informed of issues and intervene where relationship risk emerges.
Advice, Integrity & Professional Judgement
- Ensure advice and recommendations are appropriate, defensible, and aligned to the client’s disclosed needs and risk profile.
- Avoid providing advice outside authorised scope or competence.
- Seek internal review or escalation where advice complexity or risk exceeds role authority.
- Where advice delivery is delegated, remain available for consultation and intervene where judgement thresholds are reached.
Compliance & Records Integrity
- Maintain accurate, complete, and contemporaneous client records.
- Ensure key decisions, advice rationale, and client instructions are documented.
- Protect confidentiality of client and insurer information.
- Comply with internal policies, procedures, and record-keeping standards.
Workflow Discipline & System Use
- Ensure the system of record is used as the primary source of truth for all client activity.
- Ensure every active matter has a clearly recorded next action and date.
- Avoid managing client work solely via email or personal task lists.
- Ensure upsell and cross-sell activity is suitable, transparent, and documented.
- Respect and record client decisions to decline or defer additional cover.
