保險經(jīng)紀(jì)公司運營與業(yè)務(wù)管理

1、l完善的內(nèi)部管理體系完善的內(nèi)部管理體系l全面化的信息管理系統(tǒng)全面化的信息管理系統(tǒng)l個性化的客戶服務(wù)體系個性化的客戶服務(wù)體系l實用高效的實用高效的培訓(xùn)體系培訓(xùn)體系l保險招投標(biāo)流程及技術(shù)保險招投標(biāo)流程及技術(shù)l其它其它保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理n 財務(wù)管理財務(wù)管理n行政管理行政管理n業(yè)務(wù)管理業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n財務(wù)管理財務(wù)管理 財務(wù)管理制度財務(wù)管理制度財務(wù)管理軟件財務(wù)管理軟件稅務(wù)處理稅務(wù)處理n行政管理行政管理

2、行政管理手冊行政管理手冊 會議室的使用會議室的使用 快遞服務(wù)快遞服務(wù) 緊急疏散程序緊急疏散程序 接受發(fā)出傳真程序接受發(fā)出傳真程序 接受發(fā)出信件程序接受發(fā)出信件程序 手機電話卡手機電話卡 告示板告示板 辦公室安全日常維護辦公室安全日常維護 幻燈機投影儀的使用幻燈機投影儀的使用 復(fù)印機設(shè)備復(fù)印機設(shè)備 辦公文具和辦公室設(shè)備辦公文具和辦公室設(shè)備 采購采購 前臺工作規(guī)定前臺工作規(guī)定 電話系統(tǒng)和電話留言電話系統(tǒng)和電話留言 出差安排出差安排 每周活動報告每周活動報告保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n行政管理行政管理員工手冊員工手冊 聘用聘用員工個人資料

3、員工個人資料著裝著裝工資管理工資管理員工福利員工福利培訓(xùn)及學(xué)費考試費用補償培訓(xùn)及學(xué)費考試費用補償 休假休假 處罰規(guī)定處罰規(guī)定保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n行政管理行政管理員工手冊樣本員工手冊樣本 公司介紹（組織機構(gòu)人員聘用原則發(fā)展目標(biāo)）公司介紹（組織機構(gòu)人員聘用原則發(fā)展目標(biāo)）工作崗位（職位業(yè)績考核及評價培訓(xùn)計劃聘用合工作崗位（職位業(yè)績考核及評價培訓(xùn)計劃聘用合同工作時間及地點聘用的終止）同工作時間及地點聘用的終止）工資（加入公司及離職時工資支付津貼加班費法工資（加入公司及離職時工資支付津貼加班費法定扣除：稅、社會保險自愿扣除：公司補充養(yǎng)

4、老金、貸定扣除：稅、社會保險自愿扣除：公司補充養(yǎng)老金、貸款慈善捐款）款慈善捐款）員工福利（年假病假時的工資支付醫(yī)療體檢產(chǎn)假員工福利（年假病假時的工資支付醫(yī)療體檢產(chǎn)假陪審服務(wù)及出庭：工資公共義務(wù)：地方法官、市政議員陪審服務(wù)及出庭：工資公共義務(wù)：地方法官、市政議員男性員工產(chǎn)假喪葬假志愿者服務(wù)假人身意外傷害男性員工產(chǎn)假喪葬假志愿者服務(wù)假人身意外傷害保險海外旅行保險選擇性福利：牙科保險、打折俱樂保險海外旅行保險選擇性福利：牙科保險、打折俱樂部會員資格、打折優(yōu)惠個人保險如家財和汽車保險等、休部會員資格、打折優(yōu)惠個人保險如家財和汽車保險等、休閑旅游打折服務(wù)、抵押服務(wù)、選擇性個人壽險、個人理財閑旅游打折服務(wù)

5、、抵押服務(wù)、選擇性個人壽險、個人理財咨詢服務(wù)、個人納稅服務(wù)如稅額計算）咨詢服務(wù)、個人納稅服務(wù)如稅額計算）保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n行政管理行政管理員工手冊樣本員工手冊樣本員工福利（員工福利（無息年票貸款結(jié)婚獎勵長期服務(wù)獎勵取得職無息年票貸款結(jié)婚獎勵長期服務(wù)獎勵取得職業(yè)資格獎勵退休禮物介紹引進新員工獎勵公司體育及休業(yè)資格獎勵退休禮物介紹引進新員工獎勵公司體育及休閑設(shè)施旅行及購物打折：公司團體優(yōu)惠提前退休：退休指閑設(shè)施旅行及購物打折：公司團體優(yōu)惠提前退休：退休指導(dǎo)過度退休：四天工作制延期退休在職死亡福利：公司導(dǎo)過度退休：四天工作制延期

6、退休在職死亡福利：公司團體年金計劃公司用車購買公司用車團體年金計劃公司用車購買公司用車）雇員利潤分享計劃雇員利潤分享計劃公司期權(quán)獎勵計劃公司期權(quán)獎勵計劃醫(yī)療保險（團體計劃選擇性計劃：不享有團體計劃的員工）醫(yī)療保險（團體計劃選擇性計劃：不享有團體計劃的員工）保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n行政管理行政管理員工手冊樣本員工手冊樣本年金及在職死亡福利年金及在職死亡福利員工職責(zé)（義務(wù)：遵守各種規(guī)定、政策、維護公司利益員工職責(zé)（義務(wù)：遵守各種規(guī)定、政策、維護公司利益健康及安全：防火、緊急疏散、緊急醫(yī)療救助、公司保健康及安全：防火、緊急疏散、緊急醫(yī)

7、療救助、公司保安、辦公室內(nèi)務(wù)管理事故報告緊急傷病處理股票操安、辦公室內(nèi)務(wù)管理事故報告緊急傷病處理股票操作：內(nèi)部消息影響股價保密信息過失及疏忽違法活作：內(nèi)部消息影響股價保密信息過失及疏忽違法活動：自律及揭發(fā)信息技術(shù)安全：硬件的安全、資料數(shù)據(jù)動：自律及揭發(fā)信息技術(shù)安全：硬件的安全、資料數(shù)據(jù)的安全、版權(quán)、未授權(quán)的軟件：盜版）的安全、版權(quán)、未授權(quán)的軟件：盜版）外部聘用（必須報管理層批準(zhǔn)）外部聘用（必須報管理層批準(zhǔn)）利益沖突（親屬）利益沖突（親屬）接受及贈送禮品（金額限制）接受及贈送禮品（金額限制）缺席工作通知缺席工作通知個人信息變更通知個人信息變更通知及媒體的溝通（報專門部門）及媒體的溝通（報專門部門

8、）著裝著裝保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理項目管理項目管理項目報備項目報備項目小組項目小組費用支持費用支持技術(shù)支持技術(shù)支持保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理業(yè)務(wù)操作規(guī)范及流程業(yè)務(wù)操作規(guī)范及流程 規(guī)范規(guī)范在提供服務(wù)前須要求客戶簽署授權(quán)委托書或服務(wù)協(xié)議在提供服務(wù)前須要求客戶簽署授權(quán)委托書或服務(wù)協(xié)議續(xù)保通知須在保單到期前個月遞交給客戶續(xù)保通知須在保單到期前個月遞交給客戶所有重要業(yè)務(wù)電話應(yīng)進行書面記錄所有重要業(yè)務(wù)電話應(yīng)進行書面記錄所有重要業(yè)務(wù)會議應(yīng)準(zhǔn)備會

9、議紀(jì)要所有重要業(yè)務(wù)會議應(yīng)準(zhǔn)備會議紀(jì)要保險起保后個月須向客戶提供保險手冊（重要告知保保險起保后個月須向客戶提供保險手冊（重要告知保險摘要索賠程序聯(lián)絡(luò)方式）險摘要索賠程序聯(lián)絡(luò)方式）所有電子版文件郵件須打印并存檔所有電子版文件郵件須打印并存檔在接收傳真和文件后須蓋在接收傳真和文件后須蓋“接收日期時間接收日期時間”章章傳真件發(fā)出后須蓋傳真件發(fā)出后須蓋“傳真已發(fā)傳真已發(fā)”章章客戶信函（包括電子郵件）須在個工作日內(nèi)回復(fù)，緊急客戶信函（包括電子郵件）須在個工作日內(nèi)回復(fù)，緊急信函（包括電子郵件）須在當(dāng)日回復(fù)信函（包括電子郵件）須在當(dāng)日回復(fù)保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完

10、善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 業(yè)務(wù)操作規(guī)范及流程業(yè)務(wù)操作規(guī)范及流程 流程流程向客戶發(fā)出保險問卷向客戶發(fā)出保險問卷收到問卷后準(zhǔn)備詢價書并發(fā)給保險公司收到問卷后準(zhǔn)備詢價書并發(fā)給保險公司收到保險公司報價后準(zhǔn)備保險建議書并發(fā)給客戶收到保險公司報價后準(zhǔn)備保險建議書并發(fā)給客戶在收到客戶對保險建議書的書面確認后向保險公司發(fā)出出單指示在收到客戶對保險建議書的書面確認后向保險公司發(fā)出出單指示在保險公司書面確認承保后向客戶發(fā)出承保確認書在保險公司書面確認承保后向客戶發(fā)出承保確認書保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 業(yè)務(wù)檔案管理業(yè)務(wù)檔

11、案管理 檔案柜編號檔案柜編號 客戶代碼編號客戶代碼編號 文件排序文件排序 文件分類文件分類 日常往來日常往來信函信函文件文件 保險安排文件（問卷詢價書建議書出保險安排文件（問卷詢價書建議書出 單指示承保確認書）單指示承保確認書） 索賠文件索賠文件 保險合同服務(wù)協(xié)議授權(quán)書付款通知書保險合同服務(wù)協(xié)議授權(quán)書付款通知書 發(fā)票發(fā)票信息庫（客戶信息保單信息）信息庫（客戶信息保單信息） 保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本篇首語篇首語每一個客戶都是不同的每一個客戶都是不同的深入了解客戶

12、的業(yè)務(wù)情況深入了解客戶的業(yè)務(wù)情況識別客戶的需求識別客戶的需求定期審核并記錄未保風(fēng)險定期審核并記錄未保風(fēng)險用書面形式記錄所有所討論的事項用書面形式記錄所有所討論的事項“客戶利益第一客戶利益第一”用此手冊激發(fā)你的靈感和創(chuàng)造力用此手冊激發(fā)你的靈感和創(chuàng)造力保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本介紹介紹公司的發(fā)展目標(biāo)（公司的發(fā)展目標(biāo)（leader in risk services, leader in risk services, insurance broking, employe

13、e benefit and related insurance broking, employee benefit and related consultancy service)consultancy service)公司的服務(wù)理念（公司的服務(wù)理念（to provide a cost effective to provide a cost effective and truly integrated risk service which is seen and truly integrated risk service which is seen by our clients to be t

14、he best available from any by our clients to be the best available from any insurance broker or consultant)insurance broker or consultant)保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本公司的客戶服務(wù)架構(gòu)公司的客戶服務(wù)架構(gòu) 客戶管理團隊結(jié)構(gòu)客戶管理團隊結(jié)構(gòu)- Account Director- Account Director- Account M

15、anager- Account Manager- Account Executive- Account Executive- Account Broker- Account Broker 崗位描述崗位描述保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理- A copy of the Service Agreement/Letter of Appointment- A copy of the Service Agreement/

16、Letter of Appointment- A current Client Database (- A current Client Database (相關(guān)客戶信息）相關(guān)客戶信息）Client nameClient nameComputer account codeComputer account codeBusiness categoryBusiness categoryTotal annual revenue of SedgwickTotal annual revenue of SedgwickExpiry date of insurancesExpiry date of insur

17、ancesClient insurance manager/main Sedgwicks Client insurance manager/main Sedgwicks contactcontactSedgwicks Account DirectorSedgwicks Account Director(tel no./no. of years involved)(tel no./no. of years involved)保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客

18、戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理- A current Client Database (- A current Client Database (相關(guān)客戶信息）相關(guān)客戶信息）Sedgwicks Account ManagerSedgwicks Account Manager(tel. no./no. of years involved)(tel. no./no. of years involved)Client principal addressClient principal addressTel no./Fax no. of the clientTel no./Fax no.

19、 of the clientFull Business descriptionFull Business descriptionTotal assetsTotal assetsTurnoverTurnoverNo. of employeesNo. of employeesLast annual report receivedLast annual report receivedInformation compiled by _Information compiled by _Completion date _Completion date _ 保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管

20、理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理- A Risk Review Index- A Risk Review Index( (風(fēng)險審查指引）風(fēng)險審查指引）GuidelinesGuidelinesGeneral Information(General Information(客戶一般信息）客戶一般信息）Industrial Special RisksIndustrial Special RisksFireFireBusiness InterruptionBusine

21、ss InterruptionTheftTheftMonkeyMonkeyFidelity GuaranteeFidelity GuaranteeMachinery Breakdown & Boiler and Pressure Vessel ExplosionMachinery Breakdown & Boiler and Pressure Vessel ExplosionMarine Cargo/TransitMarine Cargo/Transit保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人

22、手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理客戶服務(wù)文件管理客戶服務(wù)文件管理 A Risk Review Index A Risk Review Index (風(fēng)險審查指引）風(fēng)險審查指引）General and Products LiabilityGeneral and Products LiabilityExcess Umbrella LiabilityExcess Umbrella LiabilityMotor VehicleMotor VehicleComputers/Electronic EquipmentComputers/Electronic EquipmentCon

23、tract WorksContract WorksCreditCreditPersonal Accident & IllnessPersonal Accident & IllnessHome/Contents/Personal PropertyHome/Contents/Personal Property保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理客戶服務(wù)文件管理客戶服務(wù)文件管理A Risk Review Index A Risk Revi

24、ew Index (風(fēng)險審查指引）風(fēng)險審查指引） Marine HullMarine HullWorkers CompensationWorkers CompensationDirectors and Officers LiabilityDirectors and Officers LiabilityProfessional IndemnityProfessional Indemnity- Clients Annual Report- Clients Annual Report- New Business Report or acquisition details- New Business

25、Report or acquisition details- Current Insurance Summary- Current Insurance Summary- Renewal/Broking File- Renewal/Broking File- Current Client Service Plan (timetable- Current Client Service Plan (timetable）Uninsured Risk Review/Pre-renewal MeetingUninsured Risk Review/Pre-renewal MeetingPre-renewa

26、l DeclarationPre-renewal Declaration保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理 Current Client Service Plan (timetableCurrent Client Service Plan (timetable）Renewal NegotiationRenewal NegotiationRenewal ReportRenewal ReportRenewal Mee

27、tingRenewal MeetingPlacement ConfirmationPlacement ConfirmationPolicy Document IssuePolicy Document IssuePremium NoticesPremium NoticesInsurance ManualInsurance ManualReview Asset ValuesReview Asset ValuesAdjustment Premium NoticesAdjustment Premium NoticesAdvice/AssistanceAdvice/AssistanceClaims Se

28、rvicesClaims Services保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理 Internal Management Plan (timetable)Internal Management Plan (timetable)Account Monitoring Service Call (for account manager)Account Monitoring Service Call (for account

29、 manager)Insurance SummaryInsurance SummarySite VisitSite VisitInsurer VisitInsurer VisitClient EntertainmentClient EntertainmentUninsured Risk Insurance ReviewUninsured Risk Insurance ReviewClient Account ReviewClient Account ReviewInternal Account ReviewInternal Account ReviewStewardship ReportSte

30、wardship ReportPre-Renewal MeetingPre-Renewal MeetingRenewal MeetingRenewal Meeting保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理 Internal Management Plan (timetable)Internal Management Plan (timetable)Profitability ReviewProfitability R

31、eviewAccount Service PlanningAccount Service PlanningClaims ReviewClaims ReviewBroking StrategyBroking StrategyTop Level ContactTop Level Contact保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶服務(wù)文件管理客戶服務(wù)文件管理- A current Client Stewardship ReportA current

32、 Client Stewardship Report- A current Client Service Status Record A current Client Service Status Record Service Activity / Status/ Service Activity / Status/ Assignment Date / Date DueAssignment Date / Date DueStaff Assignment/ Date Staff Assignment/ Date CompletedCompleted- Renewal Confirmation L

33、etter- Renewal Confirmation Letter- Other key document/minutes- Other key document/minutes保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 客戶信息數(shù)據(jù)庫客戶信息數(shù)據(jù)庫- client profile informationclient profile informationcurrent financial datecurrent financial datekey s

34、taff, contacts and addresseskey staff, contacts and addressesrisk managers background, authority and reporting risk managers background, authority and reporting relationsrelationsdescription of client operations and locationsdescription of client operations and locationsorganization history includin

35、g acquisitions and disposalsorganization history including acquisitions and disposals- Sedgwick Account Management Team information Sedgwick Account Management Team information- current information on insurance/risk management programe current information on insurance/risk management programe- Other

36、 broker/direct insurer involvement and other relevant Other broker/direct insurer involvement and other relevant background, documentation/product brochures background, documentation/product brochures保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 續(xù)保文件續(xù)保文

37、件- broking planbroking plan- copies of declarations or originals copies of declarations or originals - quotation terms from insurers quotation terms from insurers客戶服務(wù)狀況記錄客戶服務(wù)狀況記錄- are prepared by the Account Manager and updated monthly- are prepared by the Account Manager and updated monthly-maintai

38、n a record of all outstanding service commitmentsmaintain a record of all outstanding service commitments會議紀(jì)要會議紀(jì)要 all meetings with clients/insurersall meetings with clients/insurers- decision taken/technical advice given/information exchanged decision taken/technical advice given/information exchan

39、ged- must be confirmed in writing to the client within 7 days must be confirmed in writing to the client within 7 days保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶日常管理客戶日常管理 報酬報酬 our remuneration reflects the added value of the services our remuneration reflects

40、the added value of the services provided under the Service Agreementprovided under the Service Agreement-including: all account servicing and broking costs/all claims including: all account servicing and broking costs/all claims servicing costs/all risk services costs/disbursements and other servici

41、ng costs/all risk services costs/disbursements and other costs not forming part of hourly chargecosts not forming part of hourly charge-Hourly rateHourly rate溝通規(guī)范及標(biāo)準(zhǔn)溝通規(guī)范及標(biāo)準(zhǔn)- Correspondence- Correspondence- Report Report- Minutes of meeting Minutes of meeting- Telephone conversation notes Telephone c

42、onversation notes保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本年度審核年度審核 服務(wù)協(xié)議服務(wù)協(xié)議風(fēng)險識別及評估風(fēng)險識別及評估客戶情況審核客戶情況審核風(fēng)險審核風(fēng)險審核（risk review index)risk review index)內(nèi)部客戶服務(wù)審核內(nèi)部客戶服務(wù)審核客戶服務(wù)計劃客戶服務(wù)計劃內(nèi)部管理計劃內(nèi)部管理計劃客戶服務(wù)總結(jié)報告客戶服務(wù)總結(jié)報告（client stewardship report)client stewardship report)保險經(jīng)紀(jì)公司

43、運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本客戶服務(wù)監(jiān)控客戶服務(wù)監(jiān)控續(xù)保策略續(xù)保策略 保險安排策略（保險安排策略（broking strategy)broking strategy)timing standardstiming standards保險安排計劃（保險安排計劃（broking plan)broking plan) 及客戶的續(xù)保準(zhǔn)備會及客戶的續(xù)保準(zhǔn)備會 timing standards: 10 weeks before renewal timing standards: 10 we

44、eks before renewal- complete information request forms (declarations)- complete information request forms (declarations)- discuss client expectations- discuss client expectations- review insurer claims service- review insurer claims service- review and agree your proposed broking strategy- review an

45、d agree your proposed broking strategy- discuss duty of disclosure- discuss duty of disclosure- secure required underwriting information and additional risk- secure required underwriting information and additional risk analysis date as agreed analysis date as agreed- agree upon the content and forma

46、t of our renewal report- agree upon the content and format of our renewal report - review and agree upon our renewal report timetable- review and agree upon our renewal report timetable保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本續(xù)保策略續(xù)保策略 詢價文件提交（詢價文件提交（broking subm

47、ission)broking submission)timing standardstiming standards：weeks before renewalweeks before renewal 及客戶的正式續(xù)保會議及客戶的正式續(xù)保會議 timing standards: no later than 15 days before renewal timing standards: no later than 15 days before renewal客戶服務(wù)計劃客戶服務(wù)計劃保險摘要保險手冊保險摘要保險手冊 ( (timing standardstiming standards：withi

48、n 60 day of renewal)within 60 day of renewal)-type of policy-type of policy-insurer(s)-insurer(s)-policy number-policy number-policy term-policy term-description of coverage/extensions/exclusions-description of coverage/extensions/exclusions保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手

49、冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本續(xù)保策略續(xù)保策略保險摘要保險手冊保險摘要保險手冊 ( (timing standardstiming standards：within 60 day of renewal)within 60 day of renewal)-limit(s)-limit(s)-deductible(s)/retension(s)-deductible(s)/retension(s)-additional insureds-additional insureds-policy territory-policy territory-cancellation conditio

50、ns-cancellation conditions-principal uninsured risks-principal uninsured risks-claims procedures-claims procedures-declaration requirements-declaration requirements-account management team-account management team-change and development procedure-change and development procedure保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及

51、業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本續(xù)保策略續(xù)保策略保險摘要保險手冊保險摘要保險手冊 ( (timing standardstiming standards：within 60 day of renewal)within 60 day of renewal)-business description-business description-named insured-named insured-important notices/disclosure details-important notices/discl

52、osure details-anything else required by the client-anything else required by the client保險文件的審核保險文件的審核保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本理賠服務(wù)理賠服務(wù)establish and document claims handling proceduresestablish and document claims handling procedures provide an a

53、ppropriate claims recording system provide an appropriate claims recording system where required, provide analysis of claims and uninsured losses where required, provide analysis of claims and uninsured losses ensure the selection/appointment of competent loss adjusters, ensure the selection/appoint

54、ment of competent loss adjusters, ideally in advance of a lossideally in advance of a loss provide assistance to the client in the preparation and provide assistance to the client in the preparation and formulation of claims formulation of claims give professional advice and service to ensure satisf

55、actory give professional advice and service to ensure satisfactory claims settlement by regular outstanding claim review auditsclaims settlement by regular outstanding claim review audits monitor the performance of loss adjuster, and insurers claims monitor the performance of loss adjuster, and insu

56、rers claimssettlements and administrationsettlements and administration保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本防止業(yè)務(wù)流失及避免招標(biāo)策略防止業(yè)務(wù)流失及避免招標(biāo)策略服務(wù)質(zhì)量控制服務(wù)質(zhì)量控制Client AuditClient Auditclient audit will be undertaken by an independent team to be client audit will be under

57、taken by an independent team to be determined by the CEO to ensure thatdetermined by the CEO to ensure that- the delivery of our service is in line with the Service - the delivery of our service is in line with the Service agreement agreement- our clients risk management programs are tailored to the

58、ir - our clients risk management programs are tailored to their needs and specified requirementsneeds and specified requirements- our account administration is being maintained according to - our account administration is being maintained according to these standardsthese standards- our relationship

59、 with the client is examined to identify - our relationship with the client is examined to identify strengths and weaknessesstrengths and weaknesses保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理保險經(jīng)紀(jì)公司運營及業(yè)務(wù)管理完善的內(nèi)部管理體系完善的內(nèi)部管理體系n 業(yè)務(wù)管理業(yè)務(wù)管理 經(jīng)紀(jì)人手冊經(jīng)紀(jì)人手冊 (PAM)(PAM)樣本樣本服務(wù)質(zhì)量控制服務(wù)質(zhì)量控制Client AuditClient Auditclient audit will be undertaken by a

60、n independent team to be client audit will be undertaken by an independent team to be determined by the CEO to ensure thatdetermined by the CEO to ensure that- our client can be satisfied that an independent review of - our client can be satisfied that an independent review of their account has been undertakenthei