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1
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1 . Please identify and rank your insurance risk exposures from 1 (greatest exposure and risk) to 5 (lowest)
| 1 | 2 | 3 | 4 | 5 |
| Property and business interruption |
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| Public liability |
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| Professional and Management/ Director liabilities |
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| Crime / fraud |
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| Motor fleet |
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2
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Please rank your 3 major risks (as 1, 2, 3) for your retail business from the list of risk exposures below:
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 |
| Brand image and reputation |
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| Systems and information management |
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| Corporate governance |
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| Regulation and legal liability |
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| Credit risk - trade credit |
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| Availability of capital |
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| Business conditions/ global economic issues |
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| Interruption to business |
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| Crime and fraud |
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| Terrorism |
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| Human Resources |
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| Foreign currency swings |
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3
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Identify from these public liability risks your greatest liability risk to your retail business (choose one)
| Fire |
| Water damage |
| Terrorism |
| Accident causing extreme injury to a customer |
| Other, please specify |
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4
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In which State are you most concerned about having a public liability claim? Choose the one State you least prefer to have a claim.
| NSW |
| Victoria |
| Queensland |
| WA |
| SA |
| ACT |
| Tasmania |
| NT |
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5
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In relation to the State in which you would least prefer to have a claim, what is the main driver of this concern? (please choose one)
| Internal considerations - perceived difficulty in coping with claim within resoures in that State |
| Administrative burden associated with managing the claim |
| Costs (claim and legal / supporting costs) associated with a claim |
| Other, please specify |
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6
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In relation to your claims costs from public liability incidents in the last 5 years, are your costs increasing, deceasing or about the same? Please choose one answer below.
| Increasing |
| Decreasing |
| About the same |
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7
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In relation to your public liability claims, please look at the list below and choose which of the following statements apply (from claims trends over the last 5 years) - please mark the boxes where you agree with the statement:
| We are seeing an increase in claims numbers |
| We are seeing an increase in the costs of compensation |
| We are seeing an increase in lawyers fees and the costs associated with claims; |
| We believe tort reform has overall had a positive impact by reducing the numbers and costs of claims; |
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8
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If you believe claim costs are increasing, what do you think is the primary driver of this increase? Please choose one:
| Increase in numbers of claims |
| Increase in awards and compensation to claimants leading to higher settlements |
| Increase in legal costs |
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9
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Please rank your three major causes of claims by numbers of claims - with the most frequent being 1, and the next most common 2 and then 3. You do not need to mark more than the top 3 from 1 to 3.
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 |
| Trip hazards (stairs, steps, uneven surfaces) |
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| Slip hazards (spills and slippery surfaces) |
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| Insufficient signage regarding an obvious hazard |
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| Inadequate maintenance / inspection of risk |
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| Trolley incidents |
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| Travellator and escalator incidents |
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| Shelves and shops fittings - sharp edges, items falling from shelves, etc |
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| Items on floor that ought not be there |
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10
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Incident reporting - do you report on-line or use paper forms or have no process at all? Please choose one answer from below.
| Report incidents on-line by web based form |
| Reports incidents by paper based form |
| Do not have any formal process for reporting incidents |
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11
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Incident reporting - within what time frame are incidents generally reported from stores to you or your claim manager?
| within 24 hours |
| within 48 hours |
| within a week |
| within a month |
| when we get around to it |
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12
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CCTV. Do you capture the majority of your incidents on CCTV?
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13
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CCTV. How long do you keep your CCTV footage before it is deleted? (Not this is not in relation to CCTV footage which you have saved from an identified incident - this question relates to footage from unidentfied incidents).
| 7 days |
| 14 days |
| A month |
| 3 months |
| 6 months |
| longer than 6 months |
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14
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CCTV - Have you expanded your CCTV network and coverage in the last 5 years?
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15
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CCTV - if you have expanded your CCTV network in the last 5 years what was the primary reason for doing so? Pick one from the list below
| For public liability incident investigation |
| For occupational health and safety reasons |
| For compliance with insurance recommendations or requirements from undewrriters |
| To combat crime, theft and anti-social behaviour |
| Other, please specify |
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16
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Do you plan to expand your CCTV network over the next 5 years?
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17
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Contractual Risk - Are you outsourcing non-core services such as cleaning and security?
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18
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Contractual risk - in relation to contracts with service providers such as cleaners and security, which of the following is the most applicable to your contractual arrangements?
| We have one standard contract with very little room for negotiation on clauses |
| We have a negotiable standard contract |
| We are happy to consider a contract from our service provider |
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19
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Premium forecast - Are you expecting your public liability premiums in the next 12 months to (choose one answer)
| Decrease |
| Stay the same |
| Increase less than 10% |
| Increase by between 10% and 25% |
| Increase by more than 25% |
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20
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Deductible/ self-insured component forecast: What is your expectations with deductible levels for public liability insurance over the next 3 years? (Choose one)
| Decrease |
| Stay about the same levels |
| Move up by 25% |
| Move up by 50% |
| move up by 100% or more |
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21
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Response to premium and deductible forecasts: if you expect either premiums or deductibles to increase, which of the following initiatives are you planning to consider or implement in the next 12 months?
| New (or change to) risk management strategies |
| New (or change to) claims management strategies |
| Change of insurance advisor or tender |
| Change of insurer or marketing of insurance policy |
| Increase in levels of self insurance |
| Increase in marketing activities to current and potential insurers |
| No new initiatives |
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22
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Do you consider there is a direct link between your risk management strategies (and how you can demonstrate the effectiveness of those strategies) and your insurance premium? Please choose one response:
| Yes - there is a link at all times |
| There is a link only when the insurance market is difficult and hardening |
| No - I have not seen a link |
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23
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Do you consider there is a link between your claim management strategies (and their effectiveness and your ability to demonstrate that) and your premiums for public liability?
| Yes - there is a link at all times |
| During a difficult or hardening market i see the link but not at other times |
| No - i don't see the link |
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24
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OUTSOURCING - Do you currently outsource your risk management?
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25
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OUTSOURCING - If you currently outsource your risk management do you predominantly outsource to(choose one):
| Risk Management Specialist |
| Insurance Broker |
| Insurer |
| Other, please specify |
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26
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OUTSOURCING - Do you currently outsource your management of public liability claims under your excess/ deductible?
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27
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If you outsource your claim management (i.e you do not do it internally) - who do you currently outsource the management of your claims to? (choose one)
| A claims management specialist |
| A loss adjuster who also does claims management |
| An insurance broker who also does claims management |
| Your Insurer |
| Other, please specify |
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28
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OUTSOURCING CLAIMS: If you outsource your claims or if you were contemplating outsourcing your claims management for public liability claims - please rank the importance of the following considerations in your choice of provider: Rank 1 (highest) through to 7 (lowest importance).
| 1 | 2 | 3 | 4 | 5 | 6 | 7 |
| Protecting your brand and reputation |
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| Technical expertise |
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| Responsiveness and trustworthiness to do the job |
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| Results |
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| Reporting capabilities |
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| Convenience (for instance - one stop for insurance matters) |
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| Enhance perception of your insurers on your claim strategies |
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29
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RISK RETENTION APPETITE - for your public liability policy, assuming there was a fair trade off for risk v premium, what would be your preferred level of self-insurance/ deductible? Choose one closest to your idea level.
| 5,000 or less |
| 10,000 |
| 25,000 |
| 50,000 |
| 100,000 |
| 250,000 or more |
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30
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CLAIMS COOPERATION - If you are one of multiple parties to a claim (for instance, as a tenant of a shopping centre with the owner of the Centre and the cleaners) how do you prefer to manage your interests within that claim? Please choose one response.
| We like to manage our own exposure separately without engaging with our co-defendants |
| We are open to cooperation with our co-defendants in an effort to mount a joint defence with potentially the same representation |
| We will consider the merits of a separate or joint defence arrangement on a case by case basis |
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