Commercial Lines Commitment

Commercial Lines Commitment for Claims and Underwriting enquiries and claims relating to COVID-19 Business Interruption

Effective for all new enquiries and claims registered on or after 20th April 2020 

This Commercial Lines Commitment sets out the approach we will adopt specifically for COVID-19 business interruption enquiries and claims. The objective of the Commitment is to support and guide  our customers through the current challenging situation. We aim to ensure our communications, decisions and actions are fair, clear and made on a timely basis to minimise unnecessary delay, distress and inconvenience.

Claims Commitment - where the change is as a result of COVID-19 

1. We will actively triage customer and broker enquiries within 48 hours to identify and prioritise those which appear to be from small/medium enterprise organisations, Charities and other entities more akin to a consumer or consumer group 

2. We will respond to enquiries within five working days, ensuring, wherever possible, that all points are addressed and, where appropriate, that we outline circumstances that could give rise to a valid claim  

3. If we believe that a claim is not covered based on the information provided, then we will set out the reasons why within the initial five working day period to ensure no unnecessary delay in communication  

4. All written correspondence will be in plain English and we will be empathetic in our handling of all claims and related enquiries  

5. If a Claim with potential is notified we will provide a dedicated senior claims handler that will actively contact and support the customer and provide advice on the minimum information required to confirm coverage and timely payment 

6. We will work with our customers to proactively make interim payments and we will seek to maximise these relative to the claim and evidence presented 

7. We will put in place an expert panel, independent from original claim decisions, that is led by Customer Relations, with representation from claims, legal and the wider business. The panel will consider policy coverage complaints, with the aim of allowing grey areas to be more swiftly resolved without escalation to FOS or the Courts. Notwithstanding, customers will retain their rights to such recourse 

8. Customer Relations will acknowledge complaints within two working days and will make and issue final decisions within 10 working days alongside the issue of FOS rights in a way that clearly and comprehensively addresses the points raised by the customer  

Underwriting Commitment - where the enquiry is as a result of COVID-19 

1. We will actively triage customer and broker enquiries within 48 hours to identify and prioritise those which appear to be from small/medium enterprise organisations, Charities and other entities more akin to a consumer or consumer group  
   

2. We will seek to ensure that the RSA Broker COVID-19 FAQs are updated within three business days of any relevant material change in circumstances, especially as the country comes out of lockdown. These FAQs will be formally reviewed, approved and distributed to our Brokers and prominently displayed on our website rsabroker.com  
   

3. We will continue to identify and monitor trends and where necessary review so that the documentation that has been provided to the customer (including policy schedule, policy summary, wording and other customer communications) is appropriate 
   

4. In support of the changing nature of business, we will support our customers with a range of options. As an example, we will allow a change of use for premises, where the change is at a result of COVID-19, and this will be at no additional charge.

5. We will agree to extend unoccupancy terms to 90 days from the standard 30 days to provide extended coverage for perils such as malicious damage and escape of water at no additional charge 
   

6. We will continue to acknowledge complaints within two working days. Final decisions will be clearly communicated, and we will set out our response in writing within 10 working days alongside the issue of FOS rights in a way that clearly and comprehensively addresses the points raised by the customer