Lloyd’s Agents are required to meet certain service levels, unless otherwise agreed with the party that appoints them. These are:
On appointment:
- to acknowledge receipt of the instruction in writing or by email within one working day of being appointed.
- to agree the terms and conditions under which the instruction is accepted, including terms of payment.
- to advise the applicant the name of the surveyor who will manage the instruction.
As soon as possible following appointment:
- to contact appropriate parties to agree the time and place of survey.
- to notify the instructing principal and other interested parties of when and where survey will take place.
Following survey or initial survey:
- where the claim is likely to exceed US$5,000, or equivalent in other currency, to provide, as soon as possible, a preliminary notice to the instructing party.
- where the matter is complex, or will be ongoing, to provide the instructing principal with interim reports at agreed or reasonable intervals.
- in all other cases, to issue a final survey report within 30 days of carrying out the survey.
These are general guidelines. Each case will have its own peculiarities but the Lloyd’s Agent is required to:
- keep the instructing principal appropriately informed at all times.
- conduct the survey, provide interim reports and issue the final survey report within timeframes that are reasonable or appropriate for the circumstances.
- act with due consideration and professionalism at all times.
London Claims Management Team
The London Claims Management Team is on hand to assist clients to ensure they receive the very best service levels from the Lloyd's Agents. Please contact the team if you require further information on this free service.
