RSAColin Bradbury, Commercial Product Director
We engaged Mactavish to work with RSA to consult and develop the RSA Fair Presentation message to brokers and commercial policyholders.
The discussions with me and the senior commercial underwriting team were focused on considering how the Insurance Act 2015 would impact the RSA commercial business and what helpful advice RSA could provide to brokers and policyholders which was practically focused in its aim. We felt the market was crowded with communications simply restating the high level law principles without getting into practical and helpful expectations.
The final document communicated RSA’s key expectations of policyholders which included the need for a clear audit trail demonstrating how risk information was compiled, who was included in the reasonable search, how this was conducted, reasoning as to why the individuals included were selected, the need to think about and flag any special or unusual facts relating to the risk and to ensure the final presentation is clear and well signposted.
The feedback we have had from brokers and policyholders has been very good and the document was an important communication tool for front line staff.
It was also beneficial to gain the opinion of David Hertzell on a number of RSA’s interpretations on the Act. David was the former Law Commissioner responsible for the Act’s design and development and now works for Mactavish as a Senior Adviser on Insurance Act projects. David’s knowledge of the history of the Act’s development combined with Mactavish’s implementation knowledge of how the Act is being applied in the market was an excellent barometer to test our approach to adaptation and ensure confidence in our communication with our brokers and policyholders.
Mactavish were professional and delivered excellent value, practical output, on time and in budget.