2023-2024-010 : Group Insurance Renewal

The Requirement MTVH is seeking to obtain an insurer for third party risk transfer that meets the needs of MTVH at a competitive and fair price, to demonstrate to leaseholders and the business that we are exploring the market and obtaining insurance cover at the contemporary market rates. MTVH will enter into a Long-Term Agreement for 3 years (+1+1). Account Management (essential services)

• Contact from a senior claims manager from the bidder, in the event of a large loss notification or an update on ongoing large losses, within 24 to 48 hours.
• A senior Customer manager from the bidder to request advice on policy coverage
• A senior underwriter from the bidder to request advice on policy coverage and be the main point of contact throughout the insurance year (1 April – 31 March)
• Availability of support from 9 am – 5 pm Monday to Friday from service providers on the underwriting or claims handling process
• The bidder to have full scope of suppliers including repair contractors, adjusters and panel solicitors
• Out of Hours support available in the event of a major incident
• Proactive investigation of Public Liability claims on behalf of MTVH with the help of the MTVH insurance team obtaining documentation
• Engage loss adjuster and other appropriate stakeholders when a major loss arises
• Process invoices for Public Liability excess payments
• Process invoices for other lines of business during the renewal process
• Produce high profile detailed quarterly claim reports for audit purposes
• Produce and send quarterly claim spreadsheets with the cause of loss, reserve amount and address with a claim number
• An online claim hub to review live updates on ongoing claims including settlement costs
• The bidder should have a dedicated claim portal where residents and leaseholders can lodge claims directly
• The bidder to offer Risk Management training and advise to MTVH staff in order to help us mitigate potential claims Service Level Agreements
• Claim service – We would expect responses from the central claims team as well as other stakeholders (adjusters, claim inspectors) the bidder would appoint when a property claim is notified within 24-48 hours
• When proceedings are issued in respect of Public Liability claims, the bidder should respond to third party solicitors within 2 working days
• The bidder should respond to claimants in respect of ongoing Public Liability claims within 5 working days when they raise a query directly
• The bidder should close Public Liability claims within 6 months of a liability decision being made
• Send high profile detailed claim reports for audit purposes and other insurance claim related queries quarterly
• Acknowledge new Public Liability claims within 48 hours
• Acknowledge ongoing correspondence from claimants and MTVH in respect of Public Liability claim within a week
• Ensure renewal documentation, i.e., Summary of cover for Leaseholders, shared owners and our commercial customers are received within 30 days of cover after 1 April KPI’s
• Quarterly update on claims performance to be received from the bidder as well as MTVH to the insurer in order the stop loss can be updated accordingly
• Quarterly meetings with claims manager and customer manager in order to assess how the account is running
• Receive policy documentation within 30 days of cover commencement