Consistent Delivery & Measured Service
Our structured management and continuous training of staff ensure our people are fully aligned, highly capable, and committed to delivering exceptional service—no matter the client’s size.
Commercial Property
Marine Cargo
Civil Project
Refinery (Energy)
Marine Hull
Business Interruption
Mining & Heavy Industry
Casualty & Liability
Machinery Breakdown
Telecommunication
Service Level Agreement.
We recognize that the service levels we provide must reflect Insurers commitment to your policyholders.
We are happy to discuss requirements on individual basis. The following are our stated service level criteria for operations in Indonesia:
01
Rapid Response
Assign and confirm lead adjuster within 1 hour of instruction.
02
Clear Communication
Contact broker or policy holder within 1 hour and issue formal acknowledgement within 6 hours.
03
On-Site Presence
Arrange site visit within 24 hours (maximum 72 hours)
04
Efficient Reporting
Initial advice within 48 hours, preliminary report within 7 days, and final reports within 3 days of agreement.
05
Transparency & Accessibility
Updates provided every 30 days, with urgent matters escalated immediately.
06
24/7 Availability
Our senior adjusters are on call at all times for
urgent instructions.
Notes
- Confidentiality of information is to be maintained at all times.
- Conflict of interest – Immediately advise principal and policyholder to seek instructions.
- Coverage – No commitments to policyholder to be given without approval.
- Validate allocation to correctly accredited adjuster.
- Timely and adequate investigation as to cause, origin, policy cover, proof of ownership and extent of loss.
- Secure documentation and photos to support ownership and cost issues.
- Reserve to be tabulated in standard reserving format monitored regularly.
- Identify any adverse risk factors and advise to principal.
- Optimum method of mitigation is to be reviewed, selected and reported to principal.
- Detailed reports are required on all claims unless advised. Update reports should not report detail already advised.
- Reports should not be issued to brokers or policyholder without principal’s approval.
- Appointment of experts to be agreed with principal.
- Cases of suspected fraud should be immediately referred to principal for instructions.
- Agree subrogation strategy in all cases where third party involved. (Note any time bars for diary action)
- Check for other insurances
- Report on preventative measures to avoid reoccurrence of losses
Insurance Coverage
We can supply copies of our current insurance arrangements including professional indemnity and public liability on request.
Fee Structure
Axis recognises that each case has varying degrees of complexity and our approach is to match the assignment with the most experienced adjusters at the most competitive rates.
We offer flexible solutions to your needs, including blended rates and at all times our aim is transparency. Our fee scale is available on request.