We are committed to reviewing the service we provide to each member. We will set action plans to ensure every member receives the highest level of service. In addition, we will take every opportunity to seek our members’ opinions on the quality of our service, as well as that provided by suppliers employed on a  member’s behalf.

We welcome your service comments and look forward to hearing from you. Please send your feedback to Andrew Jones, our Chief Operating Officer.

andrew.jones@thomasmiller.com

Our general commitments

We will:

• conduct our dealings with you with integrity
• strive to maintain the Club’s leading position in terms of influence and innovation and be prepared to embrace change
• value feedback on our performance and deal with it constructively and promptly. We will also actively seek your views on a sample of your claims.

We will:

• charge you a fair, transparent and competitive rate for the risk you bring to the Club
• provide you with a comprehensive explanation of the risks covered by your entry
• make available to you Certificates of Entry and other documentation within 24 hours of confirmation of entry
• reply to all enquiries with the Club within 24 hours of receiving them.

We will:

• give you, as soon as it is possible to do so, an assessment of the likely result on a claim, together with an indication of the cost of achieving that result, and then work with you to resolve the claim
• reimburse authorised claims within 10 days
• provide you with an explanation of any items of a claim not recoverable from the Club
  
• make your claims information available to you through our website and work generally to increase the information available to you online
  
• estimate the claim on your record on the ‘most likely financial outcome’ basis.

We will:

• provide you with loss prevention advice to minimise your exposure to claims
• at your request, review your claims experience, produce a report and review the findings with your insurance and operations staff to identify claims trends and suggest loss prevention solutions
• give you prior notice before one of the Club’s ship inspectors visits your ship and will provide you with a copy of their report.