Risk management starts between your ears. That’s why Asset Insurance Partners not only arrange insurance’s for, they back you to be better at business.
See our logo? It’s strong, interlocking and structurally sound. It’s our take on keiretsu, the Japanese system of intertwined business relationships. It’s our reminder that by working together, everyone benefits. So yes, we bring nearly 50 years combined experience in business development, insurance and property, but we also introduce a fresh, synergistic viewpoint to business insurance. Other folk appreciate it, you might too.
In the time between starting your own earthmoving business (at age 26) and taking a senior role for a top-100 industrial company, there are a lot of learning moments; things don’t always go as you expect them to. Stephen welcomed those moments and excelled. When he was offered an underwriting role for a leading insurance company, he embraced the challenge.
“I’ve insured massive machinery and gold mines, Stephen explains, “but nothing thrills me more than supporting a business owner who wants their business to fly. We’ve probably felt the same uncertainty and asked the same How do I? questions. And now, I can help.”
Phone: 027 236 3253
LinkedIn: Direct Link
“Success is not final; failure is not fatal: it is the courage to continue that counts.” – Winston Churchill
A key reason Asset Insurance Partners is part of PSC Connect is to access their comprehensive risk and claims management service.
How does that impact you?
For one thing, it helps us bring peace-of-mind to your business risk conversations: we have $140million of professional indemnity insurance. That’s a bit more than most insurance brokers (who usually only have around $5million coverage).
For another thing, it means Asset Insurance Partners doesn’t operate a premium funding company. If we were to, we would be ‘clipping the ticket’ by helping you finance the insurance premiums you pay us. We don’t do that.
The PSC Insurance Group is publicly listed on the Australian Stock Exchange. It’s members protect businesses in Australia, New Zealand, Hong Kong and the United Kingdom to the tune of over $350million. To meet the stringent ASX standards, we are audited every twelve months.
Being part of this global broker network gives us access to world-leading insurance packages and processes, which we can then offer to your business, blending an ideal solution for your unique risk management situation.
So, if coverage and security is important to your business – but you want the personal service and support that only comes from dealing with locals – then you’ll be pleased we’re part of PSC Connect.
The largest insurance broker network in Australasia is Steadfast Group, and Asset Insurance Partners is proud to be part of it.
Listed on the Australian Stock Exchange and with over 450 brokerages, Steadfast Group generated over $6.1billion in insurance sales during the 2019 financial year.
Why does that matter? Because this scale of operation gives Steadfast the ability to negotiate and work with major insurers, on behalf of every Steadfast broker. It means that Asset Insurance Partners has access to a broad range of exclusive insurance products and services from multiple international insurance companies.
Yet you still receive expert advice that is local and personalised for your business.
It’s a win-win for you, really.
Download the PCS Connect corporate brochure
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In no event shall Asset Insurance Partners or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Asset Insurance Partner’s Internet site, even if Asset Insurance Partners or a Asset Insurance Partners authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.
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The materials appearing on Asset Insurance Partner’s web site could include technical, typographical, or photographic errors. Asset Insurance Partners does not warrant that any of the materials on its web site are accurate, complete, or current. Asset Insurance Partners may make changes to the materials contained on its web site at any time without notice. Asset Insurance Partners does not, however, make any commitment to update the materials.
Asset Insurance Partners has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Asset Insurance Partners of the site. Use of any such linked web site is at the user’s own risk.
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Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
We will collect and use of personal information solely with the objective of fulfilling those purposes specified by us and for other compatible purposes, unless we obtain the consent of the individual concerned or as required by law.
We will only retain personal information as long as necessary for the fulfilment of those purposes.
We will collect personal information by lawful and fair means and, where appropriate, with the knowledge or consent of the individual concerned.
Personal data should be relevant to the purposes for which it is to be used, and, to the extent necessary for those purposes, should be accurate, complete, and up to date.
We will protect personal information by reasonable security safeguards against loss or theft, as well as unauthorized access, disclosure, copying, use or modification.
We will make readily available to customers information about our policies and practices relating to the management of personal information.
We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.
Why do we have a Complaints Procedure?
The Financial Service Providers (Registration and Dispute Resolution) Act requires all financial service providers (FSP) to be registered, to be members of an approved external dispute resolution scheme and to have a compliant internal complaint process.
But legislation is not the only reason that we have a complaints procedure. It is actually best practice for any client servicing business which relies on client retention and referral to others. The best result for any complaint is quick resolution and this is facilitated by having a robust process in place for handing complaints and attending to client concerns.
What is a complaint?
According to the International and Australian Standard AS ISO 10002, a complaint is defined as:
An expression of dissatisfaction made to an organisation, related to its products, or its complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.” (“Product” also means “Service”).
While many of the complaints received by an insurance broker are often targeted at the insurer and their handling of the policy or claims transaction, there are still common areas of dissatisfaction which clients complain about and these range from severe breaches to low-level gripes. They may include (but are not limited to):
- Delayed response to client communications
- Inadequate response to client communications
- Lack of follow-up on claims progress
- Amount of Broker fee charged
- Incorrect coverage placed or errors made when processing a transaction – e.g. incorrect excess applied
- Delayed renewal terms or terms not received until after the due date
- Failure to place cover which may or may not have resulted in client financial loss
- Dishonesty or misrepresentation
This list is by no means exhaustive, particularly when regarded in the light of the broad definition and as client service professionals we should take note whenever clients voice concerns about our handling of their account.
Levels of complaints
Level 1 Complaint:
These are complaints which are less complex, do not require lengthy investigation, and are unlikely to result in financial loss to the client. For example, a client complains that they have not received a progress report on a claim lodged a month ago, or that the excess quoted on their invoice schedule does not match what has been sent to them in the policy schedule.
In this case we immediately acknowledge the client’s concern in writing, (or verbally followed up by a letter within 5 working days if no email address provided), and then aim to turn around these types of complaint within 24 hours.
Level 2 Complaint:
A Level 2 Complaint is a complaint that cannot be resolved within 24 hours as it requires research into the cause and time to gather all the details. It may require lengthy discussion and potential negotiation with insurers and the client.
We will immediately acknowledge the client’s complaint in writing attaching our Complaints Policy, and advise that we are investigating this complaint and will attempt to have the complaint resolved within 20 working days. We then conduct the necessary investigations, ensuring that each and every conversation is fully documented and retained in a complaint file specifically for this client. This also means that all information is kept in one place should the complaint escalate. Once the complaint is resolved we ensure that it is included in our annual review of complaints to ensure that we are monitoring possible trends and improving processes in the affected areas.
Sometimes no matter how compassionately and comprehensively we manage a complaint, the client will wish to take the matter further and they are entitled to do so if the complaint remains unresolved for a certain length of time. The complaint is referred to a dispute resolution service.
Guidelines can be found at:
FDR – https://fdrs.org.nz/complaints/the-process
(FDR is the Reserve Scheme set up under legislation to which all advisers contribute a levy).
It is important to record complaints made by a client, not only to monitor common occurrences to ensure that internal processes and staff are working effectively, but to ensure compliance with the Registration and Dispute Resolution Act. This record, called ‘Complaints Register’, is retained in a safe place accessible only to management staff, who are responsible for keeping this updated and conduct an annual review of register.
How we strive to manage complaints effectively
All complaints are acknowledged immediately in writing, or verbally if the client has not provided an email address and followed up by post within 5 working days.
For Level 2 Complaints, we always ensure that the Complaints Policy is sent to the client.
We endeavour to provide a compassionate and objective response to our clients no matter who is at fault.
We seek clarification where necessary, by asking relevant questions in a non-accusatory manner.
We make appropriate investigations to ensure that we have all information necessary to make a fair and balanced judgement.
Even if a complaint is taking a while to resolve, we keep in touch with our client(s) at least every fortnight, to advise them of progress.
Name of Financial Advisor: Asset Insurance (Marlborough) Limited
Trading Names: Asset Insurance Partners
Address: PO Box 45004, BLENHEIM 7201
Registration Date: 21/07/2014
Phone: (03) 577 8157
Mobile: 027 2363 253
Email Address: email@example.com
I am a registered financial adviser. My FSP No. is FSP 388526. This means I can advise you on insurance products but not investment products.
What should you do if something goes wrong?
If you have a problem, concern, or complaint about any part of my service, please tell me so that I can try to fix the problem. If we cannot agree on how to fix the issue you can contact the Financial Services Complaints Service (FSCL) as I am a member of the FSCL disputes resolution scheme. Financial Services Complaints Limited are located at Level 4, 101 Lambton Quay Wellington 6145. Phone 0800 347 257.
How am I regulated by the Government?
You can check that I am a registered financial adviser at https://fsp-register.companiesoffice.govt.nz
The Securities Commission regulates financial advisers. Contact the Securities Commission for more information, including financial tips and warnings. You can report information or complain about my conduct to the Securities Commission, but in the event of a disagreement, you may choose to first use the dispute resolution procedures described above.
I, Stephen Doecke, declare that, to the best of my knowledge, the information contained in this disclosure statement is true and complete and complies with the disclosure requirements in the Financial Advisers Act 2008 and the Financial Advisers (Disclosure) Regulations 2010.
Asset Insurance (Marlborough) Ltd, Asset Insurance Brokers