Providing industry leading insurance, warranty and maintenance products…In Partnership with                               ...
Why Burnett’sWorkshop Topics…1.   Background- who are we?2.   Areas of Specialism3.   Why are we here?4.   Why insurance i...
Background…who are we?•   Over 30 years experience•   Specialists in the computer insurance,    warranty and maintenance m...
Background…who are we?•   Being part of the SPB Group means that    we have local knowledge and pan    European presence.•...
Background…Areas of specialism Computer, Laptop & Tablet Insurance           Computer Warranty & Maintenance Insurance    ...
Why are we here?Student with special   Assessor puts          iansyst provide the    Insurance put inneeds requires       ...
Why insurance within the DSA is important… •   Non specialist claims handlers-slow     repair/replacement turnaround. •   ...
What cover should you expect?   Is it fit for purpose   If it says “All Risks” does it mean it?   Should be QAG compliant ...
Policy Conditions…what is covered?• Theft and accidental damage, including negligent and malicious damage• Water damage, l...
Policy Conditions…what is not covered?All insurances have conditions, especially in a competitive market• Lost or misplace...
Handling students’ claims•   Specialist expertise in the computer insurance industry•   Disability Awareness trained staff...
Warranty Insurance• All equipment must have a warranty for the period of the course• Manufacturer’s warranty not always fl...
After Sales Support•   ‘Taking care of your laptop’ information pack                                                      ...
Financial Services Authority and Treating the Customer Fairly•   What is the Financial Services Authority (FSA)?•   Delega...
In conclusion make sure…•   Cover is what you expected•   The Insurer has a close relationship with the    supplier•   The...
Thank youIf you have any specific questions please come and find us in the lobby        Garry Moore                       ...
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Burnett Insurance - After Sales Care

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Burnett Insurance - After Sales Care

  1. 1. Providing industry leading insurance, warranty and maintenance products…In Partnership with www.burnett.co.uk 01
  2. 2. Why Burnett’sWorkshop Topics…1. Background- who are we?2. Areas of Specialism3. Why are we here?4. Why insurance in the DSA market is important5. What cover should you expect6. Policy conditions-what is and isn’t covered?7. Handling student claims8. After sales support9. Warranty Insurance10. The Financial Services Authority and TCF11. Summary www.burnett.co.uk 02
  3. 3. Background…who are we?• Over 30 years experience• Specialists in the computer insurance, warranty and maintenance market• Specialists in ICT for the Education and Disabled Students Allowance sectors• DSA QAG (Disabled Students Allowance Quality Assurance Group) compliant policies• Financial security of dealing with an FSA Regulated company• BIBA (British Insurance Brokers Association) member• Develop long term partnerships with clients www.burnett.co.uk 03
  4. 4. Background…who are we?• Being part of the SPB Group means that we have local knowledge and pan European presence.• Direct binding and delegated authorities with leading insurers including Lloyds of London• Bespoke products not ‘off the shelf’ ones• Real-time data transfer integration with our clients systems.• Totally service focused – over 90% retention. www.burnett.co.uk 04
  5. 5. Background…Areas of specialism Computer, Laptop & Tablet Insurance Computer Warranty & Maintenance Insurance Key Points Key Points • Theft and Accidental Damage covered. Loss • 1-4 years extended warranties cover can also be provided if required • Provides peace of mind should the computer • Nil excess breakdown • Worldwide cover for portable devices • In house claims team • Full range of products covered • Nationwide network of repairers • All claims managed by iansyst • All Claims managed by iansyst • In house claims team • Nil Excess • Nationwide network of repairers. •Full Range of products covered www.burnett.co.uk 05
  6. 6. Why are we here?Student with special Assessor puts iansyst provide the Insurance put inneeds requires forward proposal for computer solution in place by iansyst,computer equipment grant. Once line with QAG claims dealt with inapplies for a grant approved order goes requirements and conjunction with to iansyst include Burnett’s Burnett’s Theft and Accidental Damage insurance www.burnett.co.uk 06
  7. 7. Why insurance within the DSA is important… • Non specialist claims handlers-slow repair/replacement turnaround. • QAG compliant policies, provides peace of mind for the student. • Dealing with experts who understand the requirements of this market • Removes the hassle of student having to wait to be reimbursed. • Our policies include automatic reinstatement following a loss. www.burnett.co.uk 07
  8. 8. What cover should you expect? Is it fit for purpose If it says “All Risks” does it mean it? Should be QAG compliant Nil Excess & flexible policy durations Straight forward claims process Disability Aware staff Fast turnaround times Cost Appropriate cover www.burnett.co.uk 08
  9. 9. Policy Conditions…what is covered?• Theft and accidental damage, including negligent and malicious damage• Water damage, liquid damage etc included• No policy excess• Covers all equipment included within the original order, including peripherals, software and programming.• Covers equipment anywhere in the UK and up to 90 days worldwide in any one year• Replacement or repair whichever is more economical, replacement with at least equivalent to original• Repair or replacement managed through iansyst• Cover includes cost of reloading software by iansyst• All courier charges to return equipment included• Cover from 1 year to 5 years as required• Automatic reinstatement of cover following a loss www.burnett.co.uk 09
  10. 10. Policy Conditions…what is not covered?All insurances have conditions, especially in a competitive market• Lost or misplaced equipment• Theft unless accompanied by an actual break in or threat of violence• Theft from unlocked vehicles, vehicles overnight or where not in boot out of sight• Wear and tear, gradual deterioration• Fraudulent claims• Theft claims must be reported to the police within 24 hours of discovering the loss• Equipment must be stored, used and if in transit packed suitably www.burnett.co.uk 10
  11. 11. Handling students’ claims• Specialist expertise in the computer insurance industry• Disability Awareness trained staff• Nationwide repair network (field and return to base) if iansyst are unable to undertake the repair; including software reinstallation.• Close working partnership with iansyst• Average turn-a-round time for authorised replacements is 5 days• Dedicated in house claims team, all claims individually assessed.• All emails responded to within 24 hours www.burnett.co.uk 11
  12. 12. Warranty Insurance• All equipment must have a warranty for the period of the course• Manufacturer’s warranty not always flexible or correct length• Insured warranty provides- Financial security- Flexibility, not restricted to one type of equipment or manufacturer- iansyst can manage any claims, not the manufacturer giving greater control- Dedicated Burnett’s claims staff- If combined with a Theft and accidental damage no potential grey areas of cover, is it broken or damaged- Variable period of cover up to 5 years, to dovetail with the standard manufacturer’s warranty- No excess- Flexible repair options, onsite, return to workshop, software reinstallation www.burnett.co.uk 12
  13. 13. After Sales Support• ‘Taking care of your laptop’ information pack Don’t just take our word for it…• Ensuring iansyst are fully FSA compliant• Insurer of good repute “iansyst have worked with Burnett’s for• Regular assessment of the cover provided and how it’s over 8 years and they are our chosen offered after sales support partner. We have• Enlarged print/alternative media available found them to have a specialist• Current awareness of QAG requirements knowledge of the industry and deal• Customer services desk for general enquiries manned by with our customers in a timely and ‘real’ people. professional manner”. Janine King, Managing Director, iansyst www.burnett.co.uk 13
  14. 14. Financial Services Authority and Treating the Customer Fairly• What is the Financial Services Authority (FSA)?• Delegation of FSA authority to iansyst (AR)= Compliant Route to Market• The FSA principals we are bound by:- Integrity…………………………………………………………………Over 30 years experience in the industry- Skill, Care and Diligence…………………………………………Disability Awareness trained staff- Management and Control………………………………………In-house claims team and bespoke systems- Financial Prudence…………………………………………………All premiums held separately- Market Conduct……………………………………………………..Policies tailored to the specific risk. Only use ‘A’ Rated Insurers- Customers’ Interests……………………………………………….Meets QAG requirements and Nil Excess- Communications with Client…………………………………..Larger type face for DSA students, plus other forms of media available- Conflicts of Interest………………………………………………..Complaint Escalation Process- Customers-Relationships of Trust……………………………Over 90% renewal retention rate www.burnett.co.uk 14
  15. 15. In conclusion make sure…• Cover is what you expected• The Insurer has a close relationship with the supplier• The supplier you’re using is a specialist who knows the market Does the iansyst and Burnett & Associates partnership achieve this? ABSOLUTELY! www.burnett.co.uk 15
  16. 16. Thank youIf you have any specific questions please come and find us in the lobby Garry Moore Emily Bull Director Business Development Manager www.burnett.co.uk 16

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