Customer Service Charter

 

 

Our Service Commitment

Our Customer Service Charter is our formal commitment to providing excellence across every aspect of
your relationship with Atradius, anywhere in the world. It has been developed in close co-operation with
our customers who have helped us to identify the key elements of service delivery needed to develop a
long term and mutually beneficial credit management partnership. 

It is a response to requests from customers for greater certainty in customer service in an increasingly
volatile and unpredictable global credit environment.

Our Customer Service Charter sets out the standards we aim to provide for quality, timeliness and accuracy
of our services for all customers, large or small. It also includes how we take feedback on our performance.
In summary, we want to make it as easy as possible for you to do business with Atradius.  

Communication

Our service commitment has at its core  effective and efficient communication.

We always aim to:

• Ensure sufficient access and availability of our customer service staff to respond to customer
  service questions and endeavor to provide answers to the questions you raise.
• Communicate with you in a timely, efficient and clear manner.
• Ensure that clear contact details are available, where appropriate, dedicated point(s) of contact.
• Monitor and evaluate on a regular basis the efficiency and effectiveness of our communications and
  the services we provide to you.
   

Policy Administration

We recognize that general day to day policy level administration needs to be kept to a minimum.

We always aim to:

• Make available clear guidance and support on how to administer your policy.
• Constantly review our business processes to ensure they are as efficient as possible.
• Provide customer support for connection, user help and training for our online policy management
  system, Serv@Net.
• Prepare invoices in respect to premium payments which will clearly state what is due to be paid for
  what service and by when.
• Ensure that the process for renewal is clear and renewal documentation is issued in good time.
• Respond to your questions promptly and if there is to be a delay, explain why, and tell you when you
  can expect to receive a response.
   

Our Credit Limit Service

We believe our approach to assessing risk, determining appropriate levels of credit insurance capacity and
subsequently translating these to meet your needs provides the cornerstone of our relationship with customers.

We always aim to:

• Provide you with a credit limit decision in good time, positive or negative, based on the latest trading
  information we have in order to provide a decision on the buyer.
• Work with you to obtain additional information about the buyer where necessary.
• Provide a clear explanation of our decision (subject to any duties of confidentiality to other customers and
  buyers) and an appeal process where appropriate including the information needed in order for us to
  re-consider a decision.
• Take into account your specific trading relationship with your buyer in setting a credit limit.
• Work with you to reduce or remove a credit limit, and for exceptional circumstances, provide you with an
  appropriate period of notice to give sufficient time for you to make alternative trading arrangements.
• Take steps to ensure integrity in our credit limit decision making at all times and never make promises we can’t
  deliver.
   

Our Claims, Collections and Recoveries Service

We recognize that the results of our claims, collections and recoveries services are important and are critical to the welfare
of your business. Our job is to ensure that this happens efficiently.

We always aim to:

• Provide a clear explanation of the steps you need to take to submit a claim, including the placement of overdue
  invoices with Atradius Collections and keep the necessary paperwork to a minimum.
• Where you use Atradius Collections, we will agree together a cost efficient approach,  provide access to up-to-date
  information about your cases, and an overview of our collections performance for your policy.
• Remit all sums outstanding which have been collected by Atradius Collections or claims and recoveries payments
  without undue delay.
• Remit the funds to you as soon as possible after the claim is due for payment.
• Provide services to support you in any action necessary to recover funds after the claim has been paid.
• Communicate in clear yet concise terms why a claim has not been paid or not paid in full and provide a right of appeal.
   

Quality of Staff

We recognize the quality of the people we employ is our most important asset in the delivery of excellence in customer
service. We therefore commit to ensuring our staff are:

• Trained to attain the appropriate levels of technical and professional competence in their field of expertise.
• Regularly assessed through a programme of continuous professional development so as to maintain and improve
  our current standards.
• Motivated and incentivised to provide the highest levels of customer service even if they are not engaged directly in the
  provision of front-line services.
• Provided with the environment to ensure best practices are shared across the Atradius Group.
• Responsive, courteous and highly professional in all interactions with you.
   

Staff

Finally, the most important aspect of our service is listening to you. We improve through your feedback, so it’s essential to us
that you let us know how we can improve further. You can provide feedback through the following channels:

Atradius Credit Insurance, N.V.
7 Mill Street, Suite 1000
Almonte, ON  K0A1A0  Canada
Tel: +1 (613) 256-9134     www.atradius.ca 
 

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This is not a legal document and does not create legal relations. It does not affect the terms, rights and obligations of any
policy of insurance which you have with Atradius or any other contract which you might have with an Atradius company.