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© Lloyds 09.15 Registration & coffee 09.30 Welcome - Keith Stern, Regional Manager, UK & Ireland 09.45 Lloyds overview - Ed Pennock, Manager, Market Development,

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Presentation on theme: "© Lloyds 09.15 Registration & coffee 09.30 Welcome - Keith Stern, Regional Manager, UK & Ireland 09.45 Lloyds overview - Ed Pennock, Manager, Market Development,"— Presentation transcript:

1 © Lloyds Registration & coffee Welcome - Keith Stern, Regional Manager, UK & Ireland Lloyds overview - Ed Pennock, Manager, Market Development, International Markets Coffee Break Tour of Lloyds and surveys Accessing the Lloyds market – Broker Registration - Alan Taylor, Relationship Manager, Brokers, Relationship Management Meet the CEO of Lloyds - Richard Ward Networking lunch with the Lloyds Market Accessing the Lloyds Market – Coverholder Registration - Peter Montanaro, Head, Delegated Authorities Claims handling at Lloyds - Philip Godwin, Senior Claims Manager, Claims Wrap-up and next steps - Keith Stern, Regional Manager, UK & Ireland

2 Welcome & Introduction keith stern, regional manager, UK & Ireland

3 © Lloyds 2008 – 2010 Lloyds Total GSP vs Lloyds UK GSP (in £ m) (Gross Signed Premiums on a Calendar year basis excluding reinsurance and brokerage commissions) Source: Market Intelligence calculations based on Xchanging REG 258 as of 31/12/09. Health Warning: These figures differ from Annual Report due to: (1) the timing differences between written and signed gross premiums, (2) inconsistent use of rates of exchange between Syndicates and Xchanging, (3) Syndicates allocating Facultative business as Direct and (4) some premiums from coverholders and service companies premiums not being processed via Xchanging. 3,294 3,504 17,053 17, Total (excl. UK) UK £ 20,347m£ 20,701m Lloyds (excl. UK) Growth 09/10 0.8% Lloyds UK Growth 09/10 6.4% 2010 Lloyds UK share 17% 2009 Lloyds UK share 16% £ 16,693m 2,957 Lloyds UK Growth 08/ % 2008 Lloyds UK share 18% 13,736 Lloyds (excl. UK) Growth 08/ % 2008

4 © Lloyds Distribution Channel Direct £ 1.94bn Reinsurance £ 1.56bn Method of Placement Direct Facultative Non-prop Treaty Treaty Coverholders Brokers Type of business Lloyds Classes of Business 2010 Lloyds UK Business Profile (Gross Signed Premiums on a Calendar year basis excluding reinsurance and brokerage commissions) Source: Market Intelligence calculations based on Xchanging REG 258 as of 31/12/09. Health Warning: These figures differ from Annual Report due to: (1) the timing differences between written and signed gross premiums, (2) inconsistent use of rates of exchange between Syndicates and Xchanging, (3) Syndicates allocating Facultative business as Direct and (4) some premiums from coverholders and service companies premiums not being processed via Xchanging. 32% (58%, direct) 68% 5% 26% 14% 55%

5 © Lloyds 2010 Survey: Broker top ten countries to develop business UK, Brazil and France are the territories that brokers would most like to develop business with Lloyds next year. Country Score UK 45 Brazil 30 France 25 South Africa 25 China 16 Spain 16 Australia 12 Singapore 11 Italy 10 Scoring mechanism 1 st choices given 5 points 2 nd choices – 4 points 3 rd choices – 3 points 4 th choices – 2 points 5 th choices – 1 point *Brokers could rank up to 5 territories, scored as below for comparison. N.B. Not all of the Brokers responded. Remaining Countries

6 © Lloyds 2010 Survey: Managing Agent top ten countries to develop business Singapore, Australia and the UK are the territories that managing agents would most like to develop business with Lloyds next year. Top ten countries* Singapore 50 Australia 47 UK 45 Brazil 44 France 36 China 30 Japan 25 South Africa 22 Germany 17 Italy 16 Scoring mechanism 1 st choices given 5 points 2 nd choices – 4 points 3 rd choices – 3 points 4 th choices – 2 points 5 th choices – 1 point *Agents could rank up to 5 territories, scored as below for comparison Remaining Countries

7 © Lloyds 2010 Survey: Broker distribution interests – Northern Europe Highest interest for coverholder development in the UK and Sweden. Northern Europe

8 © Lloyds 2010 Survey: Managing Agent distribution interests – Northern Europe Highest interest for coverholder development in the UK and Norway and for service company development in the UK and Switzerland. Northern Europe

9 © Lloyds Via Local Service Company Lloyds Managing Agent Syndicate(s) Contact local Country Manager >www.lloyds.com/offices Access Service Company details in the Coverholder Directory > Access to Lloyds for UK/EU Brokers This roadmap is for local Brokers who are seeking access to the Lloyds Market for a local client Via Local Coverholder local Broker / Agent with binding authority, Underwriting Agency Lloyds Managing Agent – usually via a Lloyds Broker Syndicate(s) Contact local Country Manager > Access the Coverholder Directory > Via Eu Service Company (crossborder) Lloyds Managing Agent Syndicate(s) Contact local Country Manager > Access Service Company details in the Coverholder Directory > Via Eu Coverholder (crossborder) local Broker / Agent with binding authority, Underwriting Agency Lloyds Managing Agent – usually via a Lloyds Broker Syndicate(s) Contact local Country Manager > Access the Coverholder Directory > Via Lloyds Broker Lloyds Managing Agent Syndicate(s) Contact local Country Manager > Access Directory of Lloyds Registered Brokers Become a coverholder In countries with established licence – approval via Delegated Authority Approval Process (contact Managing Agent and Lloyds Broker) Lloyds Managing Agent – usually via a Lloyds Broker Syndicate(s) Contact local Country Manager > Access information for prospective Coverholders > Become a managing agent approved broker Become a non Lloyds Registered Broker - approval via individual Managing Agent registration process (direct contact) Lloyds Managing Agent Syndicate(s) Contact local Country Manager > Access information on Managing Agents – non Lloyds Brokers > Become a Lloyds registered broker - approval via Lloyds Broker Approval Process Lloyds Managing Agent Syndicate(s) Contact local Country Manager > Access information on becoming a Lloyds Registered Broker > PlacementRisk Carrier How to access this channel

10 © Lloyds

11 Lloyds overview ed pennock, international markets

12 © Lloyds Lloyds - key characteristics Unlike most other insurance brands, Lloyds is not a company, its a market where our members join together as syndicates to insure and reinsure risk We have a long history of risk taking, responding to change and customer demands The Lloyds market insures complex and specialist risks – from oil rigs to celebrity body parts to major airlines Lloyds underwriters devise tailored innovative solutions for complex problems Lloyds appetite for risk is guided by long experience and encouraging responsible risk taking

13 © Lloyds … to every type of insurance and challenges…

14 © Lloyds PIPER ALPHA 1988 EXXON VALDEZ 1989 HURRICANES 1989 ASBESTOS 1980 s s

15 © Lloyds A plan was devised with the Government to ring fence pre-1992 liabilities and assets and put them into Equitas Lloyds managed to survive but it still didnt understand the risks the market was involved in taking on. There was a lack of standards and poor management. Corporate members were introduced From Reconstruction… to renewal

16 © Lloyds Some Specialist insurance coverage provided at Lloyds

17 © Lloyds The leading specialist insurance market 93% of Dow Jones Industrial Average companies 92% of FTSE 100 companies 86% of Fortune Top 50 European companies 81% of Fortune 500 US companies Top 7 pharmaceutical companies Top 20 banks Lloyds provides insurance for the majority of the worlds largest companies. Lloyds has global reach and local depth providing business with insurance and reinsurance solutions in over 200 territories.

18 © Lloyds Lloyds Market Structure

19 © Lloyds Lloyds market structure Source: Lloyds as at 31/12/10 * some risks are placed directly with managing agent-owned service companies Members Policyholders Direct Reinsurance 54 Managing Agents Management 82 Syndicates Underwriting Members Agents 178 Lloyds Brokers Service Companies* BUSINESS FLOW CAPITAL PROVISION Corporate Individual Corporation of Lloyds SEE: Coverholders

20 © Lloyds A dynamic and diverse market As at 1 January 2011, the Lloyds market was home to 54 managing agents that manage 82 live syndicates. Source: Lloyds Annual Report 2010

21 © Lloyds Lloyds 2010 financial results

22 © Lloyds Solid result in challenging circumstances… £m Gross written premiums21,97322,592 Combined ratio86.1%93.3% Investment return1,7691,258 Profit before tax3,8682,195 Return on capital (pre-tax)23.9%12.1% Source: Lloyds pro forma financial statements, 31 Dec 2010

23 © Lloyds …and our performance compares well against our peers Sources i) Insurance Information Institute (estimate-2010), ii) Reinsurance Association of America, iii) Company data (8 European companies: 17 Bermudian companies) % COMBINED RATIO

24 © Lloyds Lloyds Chain of security Lloyds unique capital structure, often referred to as the Chain of Security, provides excellent financial security to policyholders and capital efficiency to members. The Corporation is responsible for setting both member and central capital to achieve a level of capitalisation that is robust and allows members the potential to earn superior returns. Source: Lloyds Annual Report 2010

25 © Lloyds Ratings Three of the worlds leading insurance rating agencies recognise Lloyds strengths and robust capitalisation and the financial strength of the market. In 2010, all three rating agencies reaffirmed our ratings. The Lloyds financial strength ratings apply to every policy issued by every syndicate at Lloyds since Fitch Ratings A+ (strong) Standard & Poors A+ (strong) A+A+ A A.M. Best A (excellent)

26 © Lloyds Lloyds International network

27 © Lloyds Business Profile Class of business splitGeographical split Source: Lloyds Annual Report 2010 ROW 4% Central Asia & Asia Pacific 10% Europe 16% UK 20% Other Americas 7% US & Canada 43%

28 © Lloyds Office Network South Africa Australia, Hong Kong (SAR) Benelux, France, Germany, Ireland, Italy, Poland, Spain, Sweden, Switzerland, UK Brazil Local underwriting with co-located Syndicates (or via a Lloyds regulated entity); Country Manager with Market Development Role Europe 3 Country Manager with Market Development Role 2 Country Representative for regulatory requirements 1 Country Representative for minimum regulatory requirements TypeMarket Development ScopeTerritories Europe Austria, Denmark, Norway, Portugal Argentina, Belize, Chile Namibia, Zimbabwe Cyprus, Greece, Israel, Malta New Zealand China Japan Singapore North America 3

29 © Lloyds Lloyds why lloyds

30 © Lloyds Lloyds remains in a strong position… year history of paying valid claims Innovation and underwriting expertise remains a priority Financial strength Strong Financial Results ( £1,899m £3,868m £2,195m) Lloyds Central Fund (Central Assets - £2,377m) Ratings reaffirmed in 2010 (A+ Standard and Poors & Fitch and A with A M Best) Robust performance management framework minimizes risk to the Central Fund. Global network of licenses Ongoing effort to improve access via approved intermediaries Why Lloyds

31 © Lloyds

32 Accessing the market – Broker registration alan taylor manager, broker relationship management

33 © Lloyds Agenda Direct access for brokers Registered Brokers The current registration regime The minimum standards The registration process

34 © Lloyds Direct access for brokers Variety of access routes to Lloyds for brokers Coverholder, service company, wholesale broker and direct For direct access to managing agents brokers have two routes, become either; Lloyds Registered Broker -Central registration process, providing access to all managing agents subject to Terms of Business Agreements (ToBAs) Managing Agent Approved Broker (Non-Lloyds Registered Broker) -Individual managing agent registration process, providing access only to this managing agent -To do business with another managing agent broker must register again with the second managing agent For both routes the minimum standards are the same

35 © Lloyds Registered Broker The current registration regime FSA assumed regulatory responsibility for brokers January 2005 Lloyds role in respect of brokers needed to be redefined Lloyds key responsibilities Prudential -Protecting the brand and reputation of the market Commercial -Increase the flow of business into the market -Ensure broker can process business at Lloyds

36 © Lloyds Registered Broker The minimum standards - 1 Appropriate regulatory approval FSA, or relevant authority in EU member state, or outside EU equivalent overseas regulatory authority Evidential – FSA approval letter Segregated client money accounts Evidential – letter of confirmation from bank Enhanced PI coverage FSA requires 1m per single claim and in the aggregate the higher of 1.5m or 10% of annual income up to £30m Lloyds requires a minimum limit of £3m or 4 times the annual net retained brokerage

37 © Lloyds Registered Broker The minimum standards - 2 Terms of Business Agreement (ToBA) What is the appetite of the market? Minimum of one ToBA, preferably several Adequate systems / procedures for processing business at Lloyds Business is processed centrally on behalf of all Lloyds syndicates by Xchanging Xchanging assess broker capability -Technical manual is produced by broker –Proving knowledge & understanding -Testing and training –Appropriate and functioning software & competent people

38 © Lloyds The registration process Pre-application meeting Crucial part of the process -is becoming a Lloyds Broker right for your business? -Provides you with the chance to find out more about what you need to do Formal application Xchanging and managing agent confirmations Average application time is 4 months Much depends on the appetite of the applicant to get through the process

39 © Lloyds The registration process 22 new Lloyds Registered Brokers in 2009/10 – 32 applications successful applications, 5 applications in process UK regional applicants 2009/11 – 9 A good application? Good business plan Already initiated relationship(s) with managing agent(s) Clear understanding of how the firm will handle central processing Appetite to get through the process in good time

40 © Lloyds Agent/How-to-become-a-Lloyds-Registered-Broker

41 © Lloyds

42 Lloyds uk broker programme Richard Ward, CEO

43 © Lloyds

44 lloyds delegated authority business peter montanaro, head of delegated authorities

45 © Lloyds Agenda Types of coverholder Numbers Oversight Strategy Application Process

46 © Lloyds Types of coverholder Approved Lloyds coverholder Full authority Pre-determined rates Prior submit Restricted coverholder Service company

47 © Lloyds Delegated Authority - dimensions Premium to Lloyds approx £5.5bn in Approved coverholders 2,223 Registered binding authorities 6,457 Restricted coverholders approx 2,500 Service companies 272

48 © Lloyds Delegated Authority Standards The Managing Agent has a clear strategy for writing and managing delegated underwriting as part of its overall business plan The Managing Agent carries out thorough due diligence of coverholders to which it proposes to delegate authority The Managing Agent ensures that it has binding authorities in place with each coverholder to which it delegates authority clearly defining the conditions, scope and limits of that authority and which comply with Contract Certainty requirements, including the requirement to demonstrate regularly that insurance documents have been issued within required timescales The Managing Agent proactively manages delegated underwriting contracts once incepted to ensure compliance with contract conditions

49 © Lloyds Oversight of Lloyds DA Business Code of Practice Service Company Code of Practice Coverholder handbook Lloyds.com Crystal Lloyds service standards Lloyds code of conduct Committees (DUC, BOLT, BACG, LMA-Compliance)

50 © Lloyds Key Issues Delegation/Sub-delegation Trust Accounts Financial Crime AML Sanctions Bribery Solvency 2

51 © Lloyds STRATEGY

52 © Lloyds A reminder of Lloyds strategic plan … -Make placing business into the Lloyds market more efficient -Undertake promotional and educational activities aimed at existing and potential coverholders -Provide robust oversight of business written by coverholders To inform our work: survey of 1100 coverholders 2.Structured interviews with key stakeholders (brokers, MAs and key country managers) 3.Structured interviews with MGA advisory panel Context: - strategic importance

53 © Lloyds Premium & claims standards issued Mandated for new coverholders Existing coverholders encouraged to adopt WHAT HAVE we Done: TECHNOLOGY & STANDARDS Premium & claims standards: - agreed & issued

54 © Lloyds What have we done: coverholder experience New marketing & educational material for coverholders Including: - - New case studies - New coverholder directory

55 © Lloyds WHAT WE HAVE done : COVERHOLDER EXPERIENCE An update on: - Lloyds annual results New Reporting Standards Lloyds.com coverholder site New LLMIT test To 2097 coverholders: - Open & click rates of 40% New coverholder e-bulletin: - Coverholder News

56 © Lloyds WHAT WE HAVE Done: COVERHOLDER EXPERIENCE Hosted coverholder inwards visits 2010 Coverholder Events - EU coverholder event 4-5 November, 60 European coverholders - CH Technology Forum 5 November, 25 suppliers Over 240 London market attendees Lloyds hosted events, to provide networking, discuss interests and share experience March AAMGA Programme - Introduction & tour - Update presentations - Broker & Agent shadowing - Networking sessions

57 © Lloyds What is coming up? – claims Understand current service levels - current process delays in London - MAs and brokers to provide turnaround times for claims bordereaux (TB letter) Consider options for improvement - consult with market on options Focus on co-lead claims handling - pilot of new process to start in May (LMA driven pilot) - leaders to look at claims in parallel rather than serially Working to improve claims processes and response times…

58 © Lloyds Brand -Provide clearer brand guidelines for Coverholders -Explore a sub brand for coverholders at Lloyds Explore brand possibilities -Enhanced Lloyd's branded policy jacket -Explore a coverholder branded certificate/plaque for approved coverholders Marketing factsheet -Provide a marketing factsheet to help coverholders explain Lloyds to their clients What is coming up: use of Lloyds brand Clearer branding guidelines - show me what I can do?

59 © Lloyds ATLAS -Training coverholders how to use Atlas -Improving the Atlas front end so easier to use Events -EU Coverholder Event (3-4 November) -Audit conference (26 September) -Coverholder Technology Forum (28-30 September) Translated wordings -Model BA contracts (German translation pilot) -Policy wordings (German translation pilot) -Updated model contracts (consolidation of additional clauses) WHAT is coming up: other areas Atlas, events and translated wordings

60 © Lloyds status LLMIT now available on line Develop factsheet to explain LLMIT Prioritise top US States to explore accreditation (e.g. California, N. York, Illinois) Lloyds introductory test 1 Introductory stand alone qualification Basic insurance market principles & practice E- learning course & exam, globally available What is coming up: LLMIT content Insurance principles Main classes of business Legal principles of insurance Reinsurance London market regulation Structure of London market Governance & operation of Lloyds Insurance intermediation in London Underwriting How business is transacted Premium & claims processes

61 © Lloyds APPLICATION PROCESS

62 © Lloyds Application Process Atlas Sponsoring Broker and Managing Agent Business Plan FSA Approval / Licences Financials Insurance Key staff / Company Experience Systems / Business Continuity Standard bordereau Undertaking

63 © Lloyds

64 lloyds claims management – multiple dimensions a single objective phil godwin, senior claims manager, claims

65 Content 1.Major Claims in Context 2.Performance Management Framework 3.Catastrophe Response 4.The Claims Process – today 5.Transforming the Future 6. Priorities

66 Major Claims in Context Press release 13 May 2011, net estimated ultimates: US$ 1.95bn – Japan earthquake and tsunami US$ 1.2bn – New Zealand earthquake US$ 650m – Australia flooding No material impact on Lloyds capital No expected Central Fund exposure Our focus is paying all valid claims swiftly

67 Performance Management Framework A highly regulated market: Regulated by the Financial Services Authority Lloyds Corporation regulates the Lloyds market via: - Council of Lloyds - Lloyds Franchise Performance Board - Underwriting & Claims Standards Framework - Performance Management Directorate Directorate exercising powers approved by the Council

68 Claims Performance Framework Lloyds requires all Managing Agents adhere to a minimum of : - Eight Lloyds Claims Management Principles - Forty One individual claims Standards - Enhanced Standards effective January 1 st 2012 Lloyds Performance Management Directorate: - ensures adherence - provides market leadership - protects the Lloyds brand Standards are a Minimum not a Maximum

69 Claims culture: embedded claims focus from top to bottom Training & development: appropriate skills & resources Proactive processes: efficient, timely claims handling Documentation: appropriate audit trail Reserving: consistent, timely, accurate Expert management: disciplined & proactive management Performance measurement: appropriate, regular Information sharing: co-operative claims agreement process Enforceable & Applicable to every Managing Agent Principles Framework

70 Lower value/high volume claims Sufficient local skill Outsourcing risk is not material Cost effective, good for the customer Triggers for Local Handling Where are Lloyds Claims Handled Higher value claims Complex claims Insufficient local skill Where delegation is a material risk Triggers for London Handling Both approaches reflect what the customer wants

71 Ground Rules: High standards of due diligence pre-contract Clearly documented agreements/authorities Effective audit programmes/oversight The risk multiplies as relationships terminate Actively case manage to complete closure Loss Funds: Immediate access to settlement monies Balance reduced over time Residual monies reclaimed ultimately Delegated Claims Management Framework A Key Mechanism for Efficiency and Key Area for Risk

72 LMACC – Lloyds Market Association Claims Committee BACG – Binding Authority Claims Group CSRB – Claims Service Review Board FIPI – Financial & Professional Lines Claims Group LRCG – Lloyds Reinsurance Claims Group LMECG – Lloyds Market Energy Claims Group Cat Co-Ordination Group – Cross Market Group Claims Sector Groups Significant Expertise in a Single Market in a Single Location

73 Corporation CAT Steering Group deployed Multi Disciplinary Group Gathering Situational Intelligence Directing & Advising Market CAT co-ordination group: Provide Leadership Establishing Task Forces Identifying challenges and solutions Lloyds Local Network Country & Regional Managers Catastrophe Response Established & Consistently Proven Track Record

74 Policyholder notifies claim Retail broker Coverholder/ TPA Lloyds broker Lloyds Leader Xchanging Claims Services agrees claims on behalf of following market Expert advisors Following Market The Present Claims Process Transformation Programme

75 Transforming the Future Claims Transformation Programme Enhance Lloyds reputation for fast and fair claims handling Faster transaction times Faster settlements Improved customer service Easier Market Access Choice Enhanced communication Via a programme of strategic & tactical activities To deliver:

76 Phase 1 & 2 Pilot Incoming Claim Lead Syndicate XCS (on behalf of following syndicates) Incoming Claim Segmentation rules determine agreement party (s) Subscription policies w.e.f ECF claims i.r.o policies issued on four COB w.e.f &

77 Leader £100,000 £100,000 - £5,000,000 Incoming Claim Pilot Claims – Agreement Parties + Second £5,000, Second

78 All data at 24 th August 2011: Total claims in scope: 9,900 Split - 82% Standard, 16% Mid and 2% Complex Standard Claims Average end to end transaction times improved by 40% Pilot Results So Far Concept Proven by Results, Pilot expanded at July 1st

79 Provide fundamental understanding of insurance principles with core focus on claims Utilisation of variety of development methods, including hands-on experience 4 x 3-month Placements Lloyds Broking House Managing Agency Law Firm / Loss Adjuster 12 month programme Two – Five years claims handling experience Participants alternate between formal training at Lloyds, mini market placements (~2 weeks) and project work Modular approach: Lloyds/The Market Legal Aspects of Claims Handling Talent Initiative – Fifty Professionals over 5 years Graduate Programme Market Personnel

80 Priorities Paying valid claims as quickly as possible: - Claims Transformation Programme - Talent – remains a key strategic priority - Making it easier to do business at Lloyds - Maintaining a strong performance framework - Broker/Client Feedback is key Multiple Dimensions, One Objective

81 David Lang Head of Claims t: +44 (0) f: +44 (0) Sarah Gravestock PA to David Lang t: +44 (0) f: +44 (0) Philip Godwin Senior Claims Manager t: +44 (0) f: +44 (0) Helen Ashenden Senior Claims Manager t: +44 (0) f: +44 (0)

82 © Lloyds

83 Lloyds Next steps

84 © Lloyds Lloyds KS presentation to Durham Business School14 April Birmingham KS presentation Aston Business School3 May Manchester BIBA National Conference – Lloyds Stand & Workshop11-12 May Belfast Networking & Promotional Event17 May Bournemouth AIRMIC National Conference – Lloyds Stand & Workshop6- 8 June London Reps Conference – engagement with MGAA27-29 June Lloyds AIRMIC Academy workshop14 July Lloyds Inwards Broker Programme – 50 regional brokers attending7 September Lloyds Official launch of MGAA in the Old Library8 September Weybridge Broker Expo South – Lloyds Stand15 September Lloyds AIRMIC Annual Lecture Cocktail Function – RW to host27 September Birmingham KS presentation to Birmingham Insurance Institute2 November Lloyds European Coverholder Conference – 15 UK coverholders to attend3-4 November Lloyds KS presentation to Lloyds market15 November UK Coverholder visits on-site – approx 35 in first 12 monthsOngoing UK Non-Lloyds broker visitsOngoing UK Sustain contact with media – Insurance Age, Post Magazine etcOngoing UK – 2011 programme (supporting lloyds key priorities)

85 © Lloyds Proposals for 2012 BIBA 2012 – Lloyds stand AIRMIC 2012 – Lloyds stand 2 x Regional/class of business events in the UK Expos – Coventry and Weybridge 2 x Inwards broker programmes On site visits for new coverholders – emphasis on education and brand Presentations to business schools and institutes

86 © Lloyds Further information Identifying/authenticating market practitioners - Market/Directorieshttp://www.lloyds.com/The- Market/Directories Information relating to UK - Becoming a Lloyds Coverholder - a/Coverholder/Prospective-Coverholder/What-is-the-coverholder-application- processhttp://www.lloyds.com/The-Market/I-am- a/Coverholder/Prospective-Coverholder/What-is-the-coverholder-application- process Becoming a Lloyds Registered Broker - am-a/Broker-Agent/How-to-become-a-Lloyds-Registered-Brokerhttp://www.lloyds.com/The-Market/I- am-a/Broker-Agent/How-to-become-a-Lloyds-Registered-Broker Attending future regional events around the UK - Market/Communications/Eventshttp://www.lloyds.com/The- Market/Communications/Events Making a claim/lodging a dispute - a/Policyholder/Making-a-claimhttp://www.lloyds.com/The-Market/I-am- a/Policyholder/Making-a-claim

87 © Lloyds


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