Business areas

The Group's objective is to deliver high quality customer service with prompt and efficient handling and payment of claims which ultimately builds brand and goodwill. Our overall philosophy is the fair, equitable and speedy resolution of covered claims.

Our claims teams operate a model to suit the customer base they serve. For example, our UK business has a centralised Notification of Loss centre in Cardiff, and in 2009 we established a US claims hub in Atlanta Georgia to handle business written through US coverholders.

We also work closely with Lloyd's of London and support the Lloyd's Claims Transformation Programme (LCTP).

The Actuarial department is organised into three units:

• Reserving & Pricing
• Catastrophe Modelling
• Capital Modelling (including Outwards Reinsurance)

We use a variety of mathematical and statistical techniques to model the Group's existing and new business. Our main areas of work are reserving, pricing support, catastrophe modelling, and business planning.

Information Technology are responsible for the provision of Change, Technology and IT Services that support Brit Insurance.

Services include: Business Technology Strategy and Architecture; Programme and Project Governance; Analysis, Development and Implementation; Technology Infrastructure Services; Operational System and Service Support; Information Security and Risk Management; and Business Continuity. Business processes that Group Services support include: Slip Wordings; Agency Management; Procurement; Premises and Facilities; Health & Safety; Slip Risk Processing and Quality Control; Outwards Reinsurance Processing; Credit Control and Cash Allocation; Bureau and No Bureau Claims; and Premium Message Processing to name a few. These teams operate within a centralised service environment located at 55 Bishopsgate.

The Internal Audit team undertakes reviews of the business in order to provide assurance around the effectiveness of business controls and to highlight issues that require attention. The internal audit team reports to the audit and risk oversight committee. 

The Complaints team is responsible for managing complaints about Brit Insurance. This includes liaison with the Ombudsman or Lloyd's. The team's primary aim is to ensure complaints are handled in the way expected by the regulator and supports our vision of providing an excellent service to customers. The team is responsible for ensuring information learnt from complaints is shared with other Business Areas so that issues about customer expectation or service failure are addressed. 

The compliance team is responsible for managing the regulatory risk associated with the regulated activities within the Group. It does this by ensuring that the regulated entitites conduct activities in line with relevant regulatory bodies, rules and requirements. 

The legal team seeks to ensure that the Group and the SBUs comply with relevant law and regulation. The legal team provides oversight of, and assists in the Group's management of legal risks.

The team handles the Group's corporate governance responsibilities as well as providing secretariat support to the Group’s principal holding and regulated companies.

The role of risk management is to ensure that the Group has an appropriate framework in place to manage the risks it faces. Where risks remain outside of the Group's appetite after mitigation and threaten the delivery of strategic objectives, Risk Management will facilitate measures to further reduce the likelihood and impact of these. Risk Management is also responsible for ensuring that the Group can demonstrate to its stakeholders that an appropriate risk management framework is in place and is efffective, in doing so minimising the likelihood of the regulatory intervention or the group being required to hold additional capital.

This diverse area supports our business with a number of specialised departments that include procurement, outwards reinsurance, technical processing, wordings and premises.

Our finance department delivers the Group's financial reporting and management accountancy disciplines, as well as handling our investment strategy, treasury and banking, corporate development, counterparty security, corporate tax and investor relations.

Human Resources provides technical expertise and expert consulting through a Business Partner model, to lead the business's thinking and approach. Business Partners are aligned to specific business areas to deliver solutions in strategic planning, change management and staff training & development. This is delivered through various HR disciplines including; Employee Relations, Learning & Development, Remuneration & Reward, Payroll, and Recruitment & Selection.