Meet the team

Meet the team
YOUR INSURANCE AND REINSURANCE SPECIALISTS
What’s inside
Whether placing a complex
risk, taking the next step in your
career or just setting out in the
insurance industry…we are
your greatest asset
Contents
02 Welcome
04 Underwriting excellence
08 Products and places
10 Innovation in action
12 The Hanover Insurance Group
13 Lloyd’s of London
14 Investing in people
16 More to give
Front cover (left to right):
David Bendle, Operations Director
Jade Holmes, Sales Administrator, Chaucer Direct
Tom Robertson, Property Treaty Assistant Underwriter
01
02
Welcome
Welcome
Bob Stuchbery
Chief Executive Officer
“As your specialist
Lloyd’s insurer of choice,
we aim to demonstrate
our commitment to you
– our policyholders,
brokers, employees
and communities ”
03
I am proud to introduce
you to our talented and
dedicated team
At Chaucer, our business is built upon the expertise and insight of our employees.
With specialist teams combining talented individuals with our distinctive approach, we
provide security for clients, protecting them from risk and safeguarding their assets.
With underwriting roots going back to 1922, we’ve
worked hard to create a first-class Lloyd’s business,
recruiting and developing talented individuals and
providing the resources, support and leadership to
build a unique culture. This, underpinned by the quality
of our products and the energy and commitment
of our team, has made Chaucer one of the most
respected underwriting businesses in Lloyd’s today.
Specialist strength
Our teams of specialist underwriters lead business
in all major insurance and reinsurance classes. They
are highly skilled in understanding and assessing the
risks that our clients confront and then decisive in their
underwriting response. Our product portfolio is tailormade to the industries, environments and operations
of our clients, while our dedicated claims teams work
diligently to ensure that we settle all valid claims in a
timely and professional manner.
As a Lloyd’s insurer, we offer global reach and strength
and are able to protect clients in over 200 countries
and territories worldwide. Our clients also benefit from
the commitment of our parent company, The Hanover
Insurance Group, one of the top 25 property and
casualty insurers in the US. Our valuable membership
of these two bodies enables us to provide the highest
levels of skill and security to our clients.
Community commitment
Our corporate social responsibilities are fundamental
to our character and values and to the way we run our
business. Chaucer is a proud patron of The Prince’s
Trust, a youth charity that helps up to 50,000 young
people a year get their lives back on track. Our
employees engage in fundraising activities for the
Trust and volunteer their time to help support young
disadvantaged people. What’s more, we are proud
to sponsor teams from London and Whitstable in
the 2013 Prince’s Trust Million Makers competition,
who are working to turn their enterprising ideas
into profit for charity.
Join us in building for the future
Looking ahead, I am extremely optimistic about our
prospects. We are a strong, people-focused business
comprising a wealth of specialist knowledge and skills.
And drawing on the hard work and expertise that have
been the hallmarks of our achievements to date, I am
confident in our ability to meet our commitments to our
policyholders, brokers, employees and communities
long into the future.
I hope you enjoy reading this brochure and finding
out more about who we are, what we do, and how
we could help you.
04
Underwriting excellence
JOHN FOWLE
Active Underwriter – Syndicate 1084
Happiest in shorts
Underwriting excellence
05
Through our expertise
and dedication we deliver
a first-class service
Our clients value the underwriting expertise, security and service that we provide.
Together we’re building a high-quality underwriting portfolio that combines rigorous
technical assessment with professional insight and judgement of the risks that our
clients face.
“ We pride ourselves on exceeding
expectations – encouraging
customers to want to do
more business with us ”
LORENA GALLAGHER
Class Underwriter
06
Underwriting excellence
Leadership and decision-making
Leadership is the quality we value above all others
and place at the heart of our underwriting decisionmaking. In an industry characterised by risk, this
provides brokers and policyholders with the
certainty and reassurance they need.
Brokers come to us because they know that our
underwriters are empowered to make rapid,
well-informed decisions. We have an established
reputation for protecting clients from the risks they
confront in the best way possible. And our underwriters
have developed strong voices on pricing and policy
issues; they speak and act decisively on terms and
conditions and in any subsequent handling of claims.
Leadership also means building successful
relationships, and here the accessible and personable
nature of our team shines through. Our people work
hard to develop strong links with brokers, and go out
of their way to help those seeking to place business.
This enables brokers to put a compelling case to their
clients and finalise contractual agreements.
Underwriting excellence
High quality client service
In addition to our specialist knowledge and skills,
we believe that our dedication to client service really
sets us apart. We spend time with each client to
make sure we understand their industry, environment
and operations. This process enables us to deliver
tailor-made insurance solutions designed to meet
the specific needs of each client.
We administer policies and claims with minimum
hassle and maximum efficiency to help clients
manage their insurance needs. To ensure smooth
service provision, underwriters work closely with our
back-office teams to deliver efficient policy execution
and claims handling, where we aim to pay all valid
claims in a timely and professional manner.
Clients and brokers also benefit from our international
presence. Our City of London headquarters and our
offices in Copenhagen, Buenos Aires and Singapore
provide excellent vantage points from which to
understand the world’s insurance markets and
deliver expert underwriting solutions.
GINA BUTTERWORTH
Risk Officer
Conquered Kilimanjaro
SANDIP JOHAL
Head of Reporting
Gadget freak
EMMA TUNSTILL
Underwriting Assistant
Festival fanatic
“ In my time here I’ve had
the opportunity to work
with and learn from so
many talented people ”
07
08
Products and places
Products and places
09
NEW YORK
Mark McLeod
Political Risk Underwriter
Our partnership with The Hanover Insurance
Group enables us to provide political risk
and trade credit solutions in the US
OSLO
Morten Lehne
Energy Production Manager
HOUSTON
Sammie Aden
Energy Underwriter
Focuses on developing our services to the
Norwegian and regional North Sea energy sector
Our partnership with GSR
enables us to provide upstream
energy solutions in North,
Central and South America
International
reach and expertise
Chaucer provides protection to clients in
over 200 countries and territories worldwide.
We cover 42 classes of business within Energy,
Nuclear, Treaty, Property, Marine, Aviation,
Political Risk, Casualty and UK Motor.
buenos aires
Uwe Fischer
Regional Development Director for Latin America
Provides access to facultative property
and related risks in Latin America
COPENHAGEN
Carl Gustav Scavenius
Office Head and Accident & Health Underwriter
London
Provides expertise in European property, marine
and worldwide accident & health
ohn Fowle
J
Active Underwriter – Syndicate 1084
From our headquarters, we write Lloyd’s
insurance and reinsurance worldwide
WHITSTABLE
Kim Barber
Practice Head, UK Insurance
Through our broker network, Chaucer
Insurance provides car, commercial vehicle
and fleet insurance and commercial
insurance for small businesses in the UK.
We also sell car and van insurance direct
to our customers through Chaucer Direct
NOTTINGHAM
Singapore
hil Barnard
P
Head of Motorsport Broking
Chris Wildee
CEO Singapore and Regional Development
Director for SE Asia
REIS is our specialist insurance broker
for car and motoring enthusiasts and
the motorsports industry
Servicing clients across Asia
10
Innovation in action
Innovation in action
11
Our 5-star UK motor insurer
KIM BARBER
Practice Head, Chaucer Insurance
All round sportsman
“ Product innovation
and customer service
are crucial to our
business success ”
A dedicated UK motor insurer since 1965, Chaucer
Insurance is one of the leading motor insurers
operating in Lloyd’s today. Specialising in highquality motor insurance solutions, our products are
available through brokers and Chaucer Direct, which
we established in 2008 to make our motor insurance
available direct to customers online.
In recognition of the progress we’ve made and the
quality we’ve delivered, in January 2013 we received
a five-star rating from Defaqto, the independent
financial research and software company. This
top-level rating rewards our comprehensive range
of features and reflects the innovation, commitment
and care we’ve put into our policy options and the
multiple benefits our customers derive from them.
Chaucer Direct is different. We don’t just insure
anybody, we only insure safe drivers. As a result, we
can provide them with the lowest possible premiums
and the best possible service, saving them time and
money. Our insurance is available through our website
chaucerdirect.co.uk, as well as price comparison
sites including Confused, Compare the Market and
Money Supermarket.
We are proud of our achievements to date, and
of the quality and dedication of our 85-strong team
at our Whitstable contact centre. In July 2013, we
received our highest overall rating of 4.8 from the
Review Centre, a well-known consumer forum, with
95% of participants saying they would recommend
our products and services.
Innovation and customer service
Operating in a highly competitive market, product
innovation and customer service are crucial to our
business success. Our bespoke, innovative offers
include optional extras such as Chaucer Direct
Keycare for lost or stolen keys, and short-term
insurance for learner drivers. These popular schemes
allow customers to tailor their policies and find
a flexible package that’s right for them.
In June, we received another accolade, as the
prestigious Contact Centre Management Association
recognised the outstanding quality of our team.
As is true of Chaucer as a whole, Chaucer Direct
is built upon the excellence of our people, and we
were delighted to see Russell Wilson named Call
Centre Manager of the Year, and Matt Holden
nominated as a finalist for the Learning Champion
of the Year Award.
“ I love the buzz of the contact
centre – there’s never a dull
moment and my colleagues
make turning up for work
each day a pleasure ”
Kayleigh Blake
Sales Advisor, Chaucer Direct
12
The Hanover Insurance Group
Lloyd’s of London
We are proud members of
The Hanover
The world’s specialist
insurance market
Based in Worcester, Massachusetts, The Hanover
Insurance Group has been in the Property &
Casualty (P&C) business for more than 160 years,
with over 5,000 employees in 33 offices in the
US and overseas.
through a select group of agents and brokers.
It ranks among the top 25 property and casualty
insurers in the US, with $4.4 billion of net written
premiums in 2012 and shareholder equity of
$2.6 billion at year-end.
Lloyd’s conducts business in over 200 countries and
territories worldwide. Lloyd’s brings together a unique
concentration of specialist underwriting expertise and
talent, backed by excellent financial ratings that cover
the whole market.
The Hanover offers a wide range of P&C products
and services to businesses, individuals and families
The Hanover maintains excellent ratings from
A.M. Best, Standard & Poor’s and Moody’s.
As of 31 December 2012, 87 traditional syndicates
operate in Lloyd’s, each with its own specialities and
areas of expertise. Together, they interact daily with
brokers to create insurance solutions for businesses
around the world. Lloyd’s insures 95% of FTSE 100
and 97% of Dow Jones industrial average companies.
Fred Eppinger
President & CEO of The Hanover Insurance Group
“The Chaucer organisation is
a great fit within The Hanover.
Together, we are intently
focused on delivering value
to our partners and their
clients every day ”
13
Lloyd’s capital base is diverse, and today 85%
of Lloyd’s capital comes from corporate bodies –
primarily within the international insurance industry.
Lloyd’s also enjoys strong financial security and
every policy is supported by an A (excellent) rating
from the rating agency A.M. Best, an A+ (strong)
rating from Standard & Poor’s and an A+ (strong)
from Fitch Ratings.
Lloyd’s is regulated by the Prudential Regulation
Authority and the Financial Conduct Authority.
14
Investing in people
Investing in people
We want all our people to
achieve their potential
Throughout Chaucer, we’ve created friendly and
ambitious working environments where loyalty, trust
and mutual respect are highly regarded by all. These,
along with expertise, integrity and teamwork, are the
values that unite and drive us to achieve excellence
for our clients.
As part of our commitment to one another, we
encourage all employees to ask questions, make
suggestions and help improve our business. This is
part of our approach to empowering and enabling
our people.
When working together, we also make sure that
we leave time for a wide range of sports and social
activities, enabling us to have fun and to get to
know each other better.
Developing as people and professionals
Given the strong people-focus of our business,
personal and professional development are naturally
very important to us. We want our employees to
develop during their time with us, and we sit down
with each one to identify their opportunities for
growth, always challenging them to make sure
they get the most from their Chaucer career.
We encourage employees to gain professional
qualifications and are extremely proud of the
succession of qualified underwriters, actuaries,
accountants and marketers we’ve supported
during the last 10 years. In each case we’ve
provided learning aids, mentoring and financial
assistance to help them through their studies
and professional development.
Each year, our new apprentices and graduates
embark on a demanding round of on-the-job training.
This enables them to sample real work environments
and responsibilities, including underwriting, actuarial
and risk management, while studying for their
professional qualifications. In this way, from the very
start we invest in our people – because we know it
is our people who define and drive our business.
GREGORY BENSON
Graduate Underwriter
Works as hard as he works out
REBECCA HILL
Claims Apprentice
Adrenaline junkie
Jo HERRINGTON
Learning & Development Manager
Masterchef champion in the making
“Our people want to grow.
It’s good for them, good for
Chaucer, and helps to make
this a great place to work ”
15
16
More to give
We make a positive impact
in our local communities
We believe that with success comes responsibility.
From charity races to reading partnerships, we take
part in a range of activities to help local communities.
We support a Charity of the Year and encourage all
employees to donate two work days to their charity
of choice. We have also recently created the Chaucer
Foundation to extend our community support.
Changing young lives
As part of our corporate social responsibilities, we
are proud sponsors of The Prince’s Trust, a charity
dedicated to changing young lives. With our help,
the Trust provides practical and financial support to
young people who have been in care, struggled at
school, who are long-term unemployed or have
been in trouble with the law.
Running the world
In March, 16 employees from Whitstable ran the
Paris Marathon in aid of The Prince’s Trust, while in
May, five members of staff from London took to the
mud-packed paths and jungle trails of Sierra Leone,
raising money for projects to get vulnerable street
children back into home and school.
Making millions
Our employees have accepted the challenge of
The Prince’s Trust to help raise £1m toward making
a real difference to the lives of disadvantaged
young people across the UK. Both of our teams
from London and Whitstable aim to turn their
business ideas into profit for the Trust over the
next six months. Having survived a Dragons’ Den
style panel to secure initial seed capital of £1500
each, both teams are now working hard to create
their own mini enterprises. Plans include a season
of sport, a shooting day and a casino extravaganza.
Listening and donating
In the UK, our employees often donate their time
to help pupils with their reading skills at two local
schools – Cayley Primary in Tower Hill, London, and
Joy Lane in Whitstable, Kent. Additionally, in 2012
we donated 30 laptops to Cayley Primary to help
pupils get online with their studies.
Through these and other initiatives, we continue
to develop our role as a champion of local
communities and causes.
“ I’m proud to be a part of our
Prince’s Trust Million Makers team
– hard at work turning business
ideas into profit for charity ”
JESSICA STEPHENSON
Member of London CSR Committee
Visit chaucerplc.com
to learn more about our
underwriting excellence,
products, places and
career opportunities
Get in touch
UK
OVERSEAS
Headquarters
Plantation Place
30 Fenchurch Street
London
EC3M 3AD
Copenhagen
Kongens Nytorv 5
DK 1050
Copenhagen K
Denmark
New York
Hanover Specialist Insurance Brokers
100 Wall Street, 14th Floor
New York, NY
10005
T: +44 (0)20 7397 9700
T: +45 3314 6022
T: (1) 212-709-2111
Chaucer Insurance
Prospect House
Chaucer Business Park
Thanet Way, Whitstable
Kent CT5 3FD
Oslo
C/O House of Business
Tjuvholmen alle 3
(6th Floor)
0252 Oslo
Houston
3200 SW Freeway
Suite 1130
Houston
Texas 77027
T: +44 (0)1227 284700
T: +47 90 18 62 26
T: +(1) 713 260 1032
REIS
Unit 4 Wheatcroft Business Park
Landmere Lane
Edwalton
Nottingham NG12 4DG
Singapore
8 Marina View
#14-01
Asia Square Tower 1
Singapore 018960
Buenos Aires
Av. Córdoba 1131
8° Piso
1055 Buenos Aires
Argentina
T: +44 (0)115 965 1020
T: +(65) 64 99 08 20
T: +(54) 11 5353 3400
For more information, please visit
chaucerplc.com