2. IG Guidelines for Correspondents A Correspondent’s Perspective

3. “IT DEPENDS”

4. IG Guidelines for Correspondents
The Guidelines are a set of general instructions covering the basics of a P&I correspondent’s operation
The guidelines: - set the minimum standards of conduct - serve the industry as a document of common understanding

5. IG Guidelines for Correspondents
But it is not possible to regulate all aspects of how cases will be dealt with, in most cases it depends on the circumstances
A correspondent’s perspective on the guidelines and how things run in practice, what are the challenges, and difficulties in regulating all aspects of the work

6. Conflicts One of the most challenging situations to handle
There are sometimes challenges in applying the “first come, first served” principle
The key is transparency
Relationships can only survive if there are open lines of communication, honesty, integrity etc

7. Appointment of Experts
A correspondent is only as good as the recommendation it makes
Correspondent’s job to find the right person for the job
Sometimes difficult to find the right person. Difficult also if have not had a previous chance to “test” an expert

8. Appointment of Experts
How expert is the expert? Sometimes opt for a more trusted general practitioner with wider experience over the untested technical expert
How independent is the expert? Where an expert does 95% of his work for one big exporter his level of independence is questionable

9. Reporting
Advances in technology have changed reporting expectations – reports now expected much earlier, from site and more frequently
A new culture is developing with blackberries, effectively you are always on the job and this requires new thinking and systems

10. Reporting
Reliance on means the emphasis is more on speed and often we miss the opportunity to wait and think a little
is still no substitute for picking up the telephone

11. Claims Handling
Role of correspondent has changed as Clubs and members handle more claims in-house
Also, Clubs give more input as a result of advances in technology – better/faster communication

12. Claims Handling
What is expected of a correspondent depends upon many factors - Club - handler - Member - geography - level of claim - sensitivity/political environment

13. It Depends Important to have a degree of flexibility
What is expected of the correspondent will depend upon the circumstances
Defining factor in the role of a correspondent is the human element
Correspondents across different geographical locations will reflect the local culture and have different approaches
Within companies individuals will have different approaches
Increased regulation would this limit this human element

14. The Human Element It’s all about the human element
It takes a special kind of people to fix it….