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