First-rate service relies upon the Club having a thorough understanding of what our Members expect from their Club and identifying any areas where we can improve. As I mentioned in the Autumn Statement in 2016, the UK Club Board announced our intention to carry out a Member Survey in 2017 in order to better understand and meet the service standards and expectations of the membership.
An independent market research consultancy has been appointed and a questionnaire has been developed, which will be sent to all Members and their brokers in early September. In addition to an online survey, there will also be a small but representative number of telephone interviews carried out.
The Board and I are determined to use the findings of the survey to ensure the UK Club remains at the forefront of the P&I market and to develop further those features that members and brokers find most important.
If you are contacted and asked to take part, I hope that you will be able to take the time to let us know how we are doing. The survey asks you whether you are happy to have your scoring and comments attributed to you in reporting. If you would prefer to remain anonymous then, rest-assured that reporting will be as part of a set of summary statistics only.
The Board and managers hope that you will take this opportunity to share your opinions with us.
Should you wish to discuss any aspect of the survey with the Club, please contact us via jenny.lane@thomasmiller.com, or alternatively use your usual Club contact.
The Club's performance over the first six months of the year has been extremely strong. After six months of the year, total notified claims on the prudently reserved 2016 policy year are encouraging with few large claims within the Club or Pool retentions. Claims on prior policy years have also developed favourably. Full details of the Club's half year financials are available in the attached '2016 Autumn Review'.
