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Our promise to youTHE ROTHBURY CLIENT SERVICES GUIDE
2
01 Ourpromisetoyou
02 WhychooseRothbury?
06 Asummaryofourservices
10 Claims
11 Monitoringourperformance
12 Strengthwhenyouneedit
14 Takingcareofyourneeds
16 Makingpaymentseasy
17 Howwegetpaid
20 Yourobligations
21 Ifyou’reunhappy
22 Needtoknow
Contents
Front cover:Wayne Amer,SeniorCommercialBroker,Auckland;Peter McAuliffe,Leader–BusinessDevelopmentandSales/SeniorCommercialBroker,Ashburton;Lisa Williamson,Leader–BusinessDevelopmentandSales/SeniorCommercialBroker,Northland.
Rothbury Insurance Brokers has been in business for over 60 years. Like many of our business clients we’re a majority New Zealand-owned company that was started by enterprising Kiwis in 1950.
Today,NewZealandisadifferentplacetowhenwefirststarted.TheCanterburyearthquakeshavebeentherealgame-changerofrecentyears,transformingthewaythatinsuranceoperatesandhowweareabletoaccessappropriateinsurancecoverforourclientsinNewZealand.
Asaconsequence,thewaywerespondtoyourbusinessandpersonalprotectionneedscontinuestoevolveandmature.Whileourcorebusinessisstillaboutcreatingthebestinsurancesolutionsforyou,ourmotivationandpassionlieinbeingadvocatesforourdiverserangeofclients.Inotherwords,peoplelikeyou.
Weaimtobeyourunconditionaladvocate.Weputyoufirst.Ourclientsarethereasonwearehereandourteam–spreadthroughoutthecountry–putsitscollectiveenergiesintoensuringthatyou,asaclient,getexactlywhatyouneedtoprotectthethingsthatyoumostvalue.
Thisbookisaboutourpromisetoyou.Itoutlineswhatwecandoforyoutoprotectthethingsthatyouvaluewhethertheyarepartofyourbusinessorathome.
Our promise to you ROGER ABEL MANAGING DIRECTOR OF ROTHBURY INSURANCE BROKERS
01
Why choose Rothbury?When someone says to you
“insurance” what’s the first thing that comes to mind? It’s probably something like
“It’s a hassle” or “I pay hefty premiums but when I claim it’s always difficult”.
Weaimtochangethatview.Rothburybrokersarespecialistsandwillworkwithyoutounderstandyourneeds.Onceweagreeonthebestcoverpossiblewe’llcontinuetoworkwithyouasyourpersonalinsurancebrokingresource.
We’llupdateyourcoverasyourbusinessorpersonalassetsgrowandchange.Ifyouhaveaclaimwewillmanageitforyoufromstarttoend.Ourspecialistclaimsteamadvocateonyourbehalfandkeepintouchwithyoueverystepoftheway.
Youwon’thavetodealwiththeinsurerandifanassessorisappointedwe’llhelpyouwiththattoo.
03
“I’vebeenaRothburyclientforovertenyearsand–formostofthattime–GregGreenwoodhaslooked after my insurance for me. Havingallourinsuranceunder one umbrella andhavingthatreassurancethatIcanpickupthephoneatanytimetogetafair, diligent, honest and professional answerjusttakestheworryoutofthepicturereally.IneverthoughtthatI’dbestandingheretalkingaboutearthquakes,buttheChristchurchearthquakeshavehadahugeimpactonbothmypersonalandbusinesslife.Personally,wehadbeenbuildingahome,aprojectthathadlastedoverthreeyears.Thehousewasdestroyedbytheearthquakestendaysbeforewewerescheduledtomovein.Wedidn’tknowwhattodo,butbeingabletotalktoonepersoninitiallyandgetsome problems sorted, andothersinthepipeline,certainlytook the pressure off. Gregwentwell beyond the call of dutytolookafterus.Icannotthankhimenough.”
GREG GREENWOODNATIONALOPERATIONSMANAGER
Roger TownshendOWNER STADIUM CARS
0505
A summary of our services We offer comprehensive insurance cover for almost any business insurance need. We’ll work out which solution will be best and have a range of products to protect your business.
Business Insurances
WE OFFER TAILORED INSURANCE COVER FOR MANY SPECIFIC BUSINESSES. PLEASE ASK YOUR BROKER FOR MORE INFORMATION OR VISIT WWW.ROTHBURY.CO.NZ
• Material damage
• Business interruption
• Public liability
• Statutory liability
• Employers liability
• Directors and officers liability
• Professional indemnity
• Commercial vehicle
• Cargo insurance
Personal Insurances
Rothbury can also take care of your personal insurance needs.
Ourdedicateddomesticbrokersprovideourclientswithexpertadviceandinsurancepoliciesthatsuittheirindividualcircumstancesandpreferences.Thepersonalproductsweofferaresuppliedbyleadinginsuranceproviders,meaningwecanfindtherightpolicyforyouandyoursituation.
Theinsuranceproductsweofferare:
• Home • Travel• Contents • Boat• Vehicle • Transit
HEATHER HAENGA DOMESTICBROKER,NORTHSHORE
07
Chris and Linda McCullochDIRECTORS / OWNERS FX FREIGHT
TODD MOUNTFORTLEADERBUSINESSDEVELOPMENTANDSALES/COMMERCIALBROKER,ROTORUA
“Weownatransportcompanywehaveseventrucksandthreevansontheroad.HavingToddaspartofourbusinessadvisoryteamhasbeeninvaluable.Hecommunicates with us regularlyandhereallyunderstandstheneedsofourbusiness.It’sreallyimportanttohaveagreatrelationshipwithyourinsurancebroker.Day-to-dayweareconstantlyworking on potential problems and real problems.WithTodd,hehastakenusfrombeinga‘badrisk’tobeingagoodriskwithtrackingofmytrucks,monitoringdrivers,lookingforrestsforthem,especiallybecauseyoucan’thavetireddriversontheroad.WehaveworkedwithToddforseveralyearstogetherontheseprojects,andit’scometofruition.The costs of our insurance have come down,lessaccidents,lesstimeofftheroad.Ijustthinkthatacloserelationshipwithyourbroker is critical.”
09
Claims
Wewilltakecareofyourclaimfrombeginningtoend,managingtheentireprocessandworkingasanadvocateonyourbehalf.
Ourclaimsserviceisapivotalpartofourrelationshipswithyou.Theveryreasonyouhaveinsuranceistomanageriskandminimiseloss.
Whenthingsgowrongweknowit’sastressfultime.Oneofourclaimsspecialistswillbededicatedtoyourclaim.They’llbefromyourlocalbranch,someoneyoucantalktowho’sworkinginyourbestinterest.
Youwon’thavetodealwiththeinsurerandifanassessorisappointedwe’llhelpwiththattoo.
TheknowledgeandexpertiseofRothbury’sclaimsspecialists,coupledwiththeinsurerrelationshipswehave,guaranteesabetteroutcomethanyouwouldachieveonyourown.
Aftermorethan60yearsinthisbusinesswe’vetriedandtesteddifferentwaysofmanagingourclaimstomostbenefitourclientsandknowourclaimsserviceisthebestyou’llfind.
ANDREA PETERS NATIONALCLAIMS&DOMESTICMANAGER
When you have a claim you’ll discover we do things differently.
Claims
Monitoring our performanceWe will ask you to complete a survey when you have a claim, and after your renewal.
We’vebeenmonitoringthefeedbackthroughthesesurveysforovereightyears.Weareconstantlyreviewingwhatourclientsaretellingusinordertomakechangesforongoingserviceimprovement.
PAUL MUNTONEXECUTIVEGENERALMANAGER,BROKINGBRANCHES
11
Strength when you need itRothburyInsuranceBrokersispartofSteadfastGroup,thelargestinsurancebrokernetworkinAustraliaandNewZealand.
Withover343brokeragesspreadacrossmorethan1,100offices,theSteadfastGroupgeneratedover$6billionininsurancesalesinFY16.ThisscalegivesSteadfasttheabilitytonegotiateandworkwithmajorinsurersonbehalfofSteadfastbrokersandresultsinusbeingabletoprovideyouwithaccesstomultipleinsurancecompanies,abroadrangeofexclusiveproductsandservicescombinedwithourlocal,expertadvice.
AsaclientofaSteadfastnetworkinsurancebroker,yougetthebestofbothworlds–localandpersonalisedservice,withtheinsuranceexpertiseandsupportofalargeorganisation.
A Steadfast Broker is an expert who works with their client to manage their business risks. The client receives the best possible cover and competitive pricing for the business.
CHRIS LEE PROPERTYANDBUSINESSOWNER,INSUREDTHROUGHASTEADFASTBROKER
13
Taking care of your needsTHE FOUR STEPS TO BEING PROTECTED
STEP
01DISCOVERY
Forbusinessinsuranceclients,newbusinessandrenewals,weaimtomeetwithyouandassessyourneeds.Forourpersonalinsuranceclientswewillassessyourneedsoverthetelephone.Themoreweknowaboutyourrequirementstheeasieritisforustoprovideyouwiththebestpossibleinsurancecover.
Tellusaboutyourbusinessorpersonalneeds.Tellusaboutwhat’simportanttoyouandwhatyouraspirationsare.We’regoodlistenersandwillhaveplentyofquestionstohelpinthisdiscoveryphase.
STEP
02ASSESS THE OPTIONS
We’llcomebacktoyouwithoptionsonhowbesttoprotectthethingsofvaluetoyou.We’lldiscussthoseoptionstoensurewebothhaveaclearunderstandingontheexactnatureofwhatisproposedandwe’llofferanindependentrecommendationonthebestinsuranceprogramforyoursituation.
Forsomelinesofinsurancebusiness,wehavepre-arrangedfacilitieswithoneinsurancecompany,whosepremiumchargesandpolicycoveragewereviewperiodicallytoensuretheyarecompetitive.
STEP
03IMPLEMENTING THE AGREED OPTION
Whenweagreeonanoptionforyouwe’llarrangetheinsurancecontract(policy)andsupplyyouwithalltherelevantinsurancedocumentation.
Keepthisinasafeplaceasit’syourrecordofthepolicy.
Fortheselinesofbusinesswedonotseekoptionswithseveralunderwriters,butwearewillingtodosoifrequestedto.
Ifyou’renewtoRothburyandchooseusasyourinsurancebrokerwewillaskyoutocompletetheattachedletterofappointment.Ifyouwishtoendtherelationshipyoucancancelthisappointmentatanytime.
STEP
04KEEPING IN TOUCH
Yourinsuranceandprotectionneedsshouldbereviewedatleastannuallyandwe’llkeepintouchwithyouforthisreason.Yourrenewalisoftenagoodtimetoreviewyourinsuranceandmakesureyourprotectionisoptimised.
Changes to your insurance during the year
Weareheretohelpyouinanywayifyourinsuranceneedschangeduringtheyear.Ifyouwishtovaryanycoverpleasecontactusassoonaspossible.
We’llgetstraightontoitandprovidewrittenconfirmationwhentheinsurerhasacceptedthevariationtocover.
Monitoring how we’re doing
Wewillaskyoutocompleteasurveyateachrenewal.Wewanttoknowwhatyouthinkofourserviceandhavebeenmonitoringclientfeedbackthroughsurveysforsometime.We’vemadechangesforthebettertosomeofthe
thingswedo(becauseclientshaveaskedusto)andourteamiscommittedtoimprovingourservicetoyou.
PLEASE NOTE:Attheleastweaimtogiveyou14days’noticeofyourrenewalandunlessyoutellusotherwisewewillautomaticallyrenewyourinsurancetoensureyoucontinuetobecovered.
IfyouwishtocancelyourinsuranceatanytimetheinstructionneedstocomefromapersonwhoisauthorisedtorepresentthepartiesnamedasInsuredintheinsurancecontract.Ifthecontractiscancelledbeforeexpirywedonotrefundourrevenue.YouwillberefundedthepremiumwereceivefromtheInsurerwhichissubjecttoanycancellationoradministrativefeechargedbythem.
15
Making payments easyTo make sure your cover is in place, we require payment on or before the policy renewal date. There are three easy ways to pay your insurance account:
Instalment payment optionYoucanchoosetospreadyourinsurancecostsovereasytomanagefortnightly,monthlyorquarterlyinstalments.ThisinvolvescompletingaonepageRothburyPremiumFundingagreement*andadirectdebitform.
Benefitsinclude:• Smootherbusinesscashflow• Nosecurityrequired• Easytosetup• Interestmaybetaxdeductible
forbusinesses.
*Interestandadministrationfeeapply.
Direct Credit – Annual PaymentPayyourinsurancedirectlytoourbankaccount,RothburyInsuranceBrokers03-0252-0833615-29.Pleaseensurethatyouuseyourclientnumber(startswithCL)andpackagenumber(startswithPK)inthereferencefieldswhenmakingpayment.
RothburyInsuranceBrokersisaregisteredpayeeonyourinternetbanking.SelectRothburyfromthebankregistered“Payees”.Thiswillpre-populateourbankaccountnumber.
Credit CardWealsoacceptpaymentbyVisaorMastercard.Aconveniencefeeof1.7%ofthetotalamountwillbeapplied.Aminimumconveniencefeeof$3.00applies.Wedonotreceiveanyincomefromtheconveniencefee.
Pleasenote:youwillneedyourClientReferenceNumber.Itisdisplayedonyourinvoiceandbeginswith‘CL’.
PLEASE NOTE:Ifaninvoiceisunpaidbytheduedateweareobligedtonotifytheinsurerwhomaycancelthecontractandchargeashort-termpremiumforthetimetheyinsuredtherisk.’
Thissectiondetailswhatwewillchargeforourservicesandotherremunerationwemayreceive.ItrelatestopersonalandcommercialinsurancefortheRothburyInsuranceBrokingBusiness.Ifyouhaveanyquestionsaboutthispleasecontactyourbroker.
WearepaidbrokeragebytheInsurerswedobusinesswithwhenwearrangeyourinsurance.Asageneralrule,thebrokeragewereceiveisapercentageoftheInsurer’sbaseandearthquakepremium(i.e.premiumexcludingfireserviceslevyifapplicable,GSToranyotherGovernmentcharges,taxes,orlevies).
Wemaychargeyouaservicemargintoenableustodeliverandmaintainahighlevelofservice.
FortheFinancialYearendingMarch 2015,ourbrokerrevenue(brokerageandservicemargin)asa%oftheinvoicevaluetocustomers(allnetofGST)averaged22.3%.Theactualbrokerrevenue(brokerageandservicemargin)chargedonaparticularinvoicewillvaryonaclientbyclient/riskbyriskbasisandcanbesignificantlymoreorsignificantlylessthantheaverage.Pleasecontactyourbrokerifyouwanttoknowwhatbrokerageandservicemarginispayableinrelationtoanyparticularinvoice.
Brokerrevenueisourmainsourceofrevenueandcoversthecostofprovidingservicestoyou,includingadministrationandprocessingcostsrelatedtoservicingandarrangingyourinsurancecovers.
Thisrevenuealsocoversanydistributionfunctionswemayperformfortheinsurersuchasmarketing,annualrenewalmarketingandunderwriting.Brokerrevenueistheincomefromwhichwecoverallnormalbusinessoverheadsincludingstaffcosts,IT,travelandsoon.
OurFinancialServicesexperiencemeansweareofteninapositiontoreferyoutoafinancialplannerorlifeinsuranceadviserforFinancialPlanning,Superannuation,Life,DisabilityorTraumainsuranceorotherfinancialservices.Wemayreceiveremunerationforthisreferral.Thiswillnotresultinanyadditionalcosttoyoufortheservicesprovided.
Wesometimesattractbusinessfromreferrals.Ifapersonhasreferredyoutous,wemaypaythemacommission.Thiswillnotresultinanyadditionalcosttoyou.
SomeoftheInsurerswedobusinesswithgiveusotherbenefitssuchasconferencesponsorship,training,andinvitationstosocialbusinessfunctions.Ouremployeesoradvisersmayfromtimetotimealsoreceivesmallgiftsandgratuities.Thesebenefitsdonotresultinanyadditionalcosttoyoufortheservicesprovided.
WehavepaymentarrangementswithinsurersasprovidedintheInsuranceIntermediariesAct1994.Asaresultweearninvestmentincomefromhandlingpremiumfunds.
How we get paid
17
Alexis SiermansDIRECTOR CAREER TEAM
LESLEY MCLARENCOMMERCIALBROKER,NORTHSHORE
“TheRothbury team have supported our business insurance requirementsformanyyearsnow.Wehaveacomplexportfolioofassets,propertyandarecruitmentbusinessfocusedonrecruitmentoftemporaryandcontractstaff.Ourremoteworkersbringresponsibilitiesandrisksbeyondtheusualemployer.OurBroker,LesleyMcLarenhasworked hard to understand the business,ensuringwehavethemost relevant cover possible in place.Lesleyhastakentimetogettoknowusandourbusinessandhasrespondedwithlateralsolutionsatcompetitively negotiated prices. Sheiseasilycontactablewithaninformedteamaroundherwe receive prompt efficient informationandservicedelivery.RothburyhasbeenasmartchoiceforCareerTeam.ThecareandattentionLesleypaystoourclientrelationshipisexceptionalandher professional service is delivered in a personal way!”
Alexis SiermansDIRECTOR CAREER TEAM
19
Your obligationsYou have a duty to disclose certain information to the Insurer. This duty of disclosure applies before you enter into a contract of insurance for the first time, when you renew, when you vary or extend that contract, and at any time your circumstances change during the period of insurance.
Whenyouenterintoaparticularcontractofinsurancewiththeinsurerforthefirsttime,youwillbeaskedtoanswerspecificquestionsontheinsuranceproposalform.Youmustanswerthesequestionstruthfullyandaccuratelytocomplywithyourdutyofdisclosure.
Onrenewal,youareexpectedtodisclosetoyourinsurereverymatterthatyouknow,orcouldreasonablybeexpectedtoknow,thatmayberelevanttotheInsurer’sdecisionwhethertoaccepttheriskandonwhatterms.
You do not have to disclose anything that:
• DiminishestherisktobeundertakenbytheInsurer;
• Iscommonknowledge;
• YourInsurerknows,orintheordinarycourseofitsbusiness,oughttoknow;or
• YourInsurerhaswaivedyourobligationtodisclose.
Ifyoudonotcomplywithyourdutyofdisclosure,theInsurermaybeentitledtoreducetheirliabilityinrespectofaclaimortheymaybeentitledtocancelyourcontractofinsurance.
Ifthenon-disclosurewasfraudulent,theInsurermaybeabletovoid(orcancel)thecontractofinsurancefromitsbeginning.Thiswouldhavetheeffectthatyouwereneverinsured.
Oneimportantmattertobedisclosedisthehistoryoflossessufferedbythepersonseekinginsuranceoranycloselyassociatedpersonorentity.Sinceyouareresponsibleforcheckingthatyouhavemadecompletedisclosure,wesuggestthatyoukeepanup-to-daterecordofallsuchlossesandclaims.
Ifyouhaveanyquestionsaboutwhetherinformationneedstobedisclosed,orwantadditionalhelp,pleasecontactus.
The Rothbury team take our obligations to you very seriously. We think most issues can be resolved by talking to each other.However,ifyouwanttoescalateanissuebeyondyourbrokerortheclaimsspecialistpleasecontactyourlocalBranchManager.Afulllistofbranchesisavailableonourwebsitewww.rothbury.co.nz
We’llgetrightontoitandendeavourtoresolveanyissuesasquicklyaspossible.IftheissueisnotresolvedtoyoursatisfactionyoumayaskforthemattertobereferredtoourComplaintsOfficer.Yourcomplaintwillbeacknowledgedinwritingandwewillendeavourtoresolvetheissuewithin20workingdays.
Ifanissuecannotberesolvedsatisfactorilywewillreferyoutoourdisputesresolutionschemeprovider,FinancialServicesComplaintsLtd(FSCL).Pleasegotothewebsitewww.fscl.org.nzforadditionalinformationontheirservices.
If you’re unhappy
21
Your privacyWearecommittedtoprotectingyourprivacy.Weusetheinformationyouprovideustoadviseandassistwithyourinsurancerequirements.Wedonottrade,rentorsellyourinformation.
Youmayvisitourofficebyappointmenttoviewtheinformationweholdinyourfile.TheinformationwewillprovideyoumeetswithourobligationsunderthePrivacyAct.
RothburyInsuranceBrokersisamemberoftheInsuranceBrokersAssociationofNewZealand(IBANZ).WesubscribetotheIBANZCodeofPractice.
Contacting usYoucancontactusinperson,bytelephone,fax,letteroremail.
ContactinformationforallRothburyBranchesandallofourpeopleisavailableonourwebsitewww.rothbury.co.nz
How to appoint usYoucanappointusasyourinsurancebrokerbycompletingtheperforatedletterofappointment(right)andreturningittous.
Need to know
DISCLOSURE STATEMENTFORALLBUSINESSANDRENEWALSYOURBROKERWILLPROVIDEYOUWITHADISCLOSURESTATEMENT.THISSTATEMENTCONFIRMSYOUAREWORKINGWITHAREGISTEREDINSURANCEBROKERANDTHATYOUHAVEACCESSTOADISPUTESRESOLUTIONSERVICE. LORRAINE EDMONDSON
CLAIMSADMINISTRATOR,AUCKLAND
GUY WORSLEYSENIORCOMMERCIALBROKER,AUCKLAND
KIM MATTHEWSLEADER–BUSINESSDEVELOPMENTANDSALES/SENIORCOMMERCIALBROKER,HAWKESBAY
INTEG
RITY
PROFESSIONALISM
CLIENT FOCUS
PASS
ION
FUN
EX
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LL
EN
CE
INNO
VAT
ION
Rothbury Northland T:09 438 5457
Rothbury North ShoreT:09 914 9800
Rothbury AucklandT:09 358 4704
Rothbury HamiltonT:07 834 6180
Rothbury Te Kuiti T:07 878 3408
Rothbury TaurangaT:07 579 0755
Rothbury RotoruaT: 07 348 2069
Rothbury Hawkes BayT:06 835 2770
Rothbury WellingtonT:04 472 9373
Rothbury WilkinsonT:0800 80 14 22
Rothbury CanterburyT:03 366 7588
Rothbury AshburtonT:03 308 9612
Rothbury OtagoT:03 477 8217
Rothbury Central OtagoT:03 442 6705
Rothbury Southland T:03 211 0360
Rothbury LifeT:0800333435
Contact us
Visit www.rothbury.co.nz
www.rothbury.co.nzINSURANCE BROKERS SINCE 1950 CVSV5 2/17