LBP INSURANCE BROKERAGE, INC. (a LandBank subsidiary) CITIZEN S CHARTER

Transcription

1 SUR RKRG,. (a andank subsidiary) Z S HRR

2 SUR RKRG,. nsurance rokerage, nc., aspires to provide its clientele a better way service. Should you have any comments or suggestions to improve our services you may write or coordinate with the below address: DDRSS: 12/F SSHG aw enter 105 aseo De Roxas egaspi Village, Makati ity M: ibi@lbp-insurance.com For other inquiries please feel free to contact us at: Direct ines: , , , , runkline: , Facsimile: , Feedback Mechanism

3 SUR RKRG,. VS as a paragon of efficient, effective and friendly service in the nsurance rokerage ndustry, completely supportive to the andank Group and its clients, and to other government owned and controlled corporations. MSS shall determine the essential and comprehensive insurance risks that the andank Group, its clients, other G need to be insured against and to source the appropriate coverage from reputable and accredited insurance providers at a cost most advantageous to the insured within legal prescribe rates. n the event of losses, shall prod and assist the insurance providers to expeditiously service and settle the claims as quickly as possible.

4 SUR RKRG, ame of gency : nsurance rokerage, nc. (a andank Subsidiary) Frontline Service : nsurance rokering and Foreign xchange rading lients : Direct usiness & usiness Requirements : ompliance of nti-red ape ct of 2007 vailability of service : Monday to Friday, 8:00 a.m. to 4:45 p.m.

5 SRV SDRDS SUR RKRG, We are a steadfast and viable institution whereas we exceed effort to meet clients expectations that embraces ourselves responsible for institutional service commitment thus recognize and aim for competence as we rendered service to be adhered to without any reservations or limitations. nd so therefore, we: ives by the fundamentals and principles of nsurance ndustry thru its ode of onducts and thical Standards as we set the; deal institution that demonstrates respect for each other and holds ourselves accountable for appropriate behavior while displaying a sound knowledge in our fields of operation; e courteous, resilience, patient and prompt upon redressing the client s complaints at all times by; mplementing and maintaining its professional behavior as we go the extra-mile to achieved clients full satisfaction and will always welcome your feedback and input.

6 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. nsurance usiness Section (S) he S undertakes the core business operations of. he section handles servicing and monitoring of usiness and Direct usiness of. rospective client report. Surveying surveying the activities of Surveying Unit which includes obtaining the best terms available to the company s client through bids among -accredited insurers. 3 days ccount fficers one ppraisal Reports H.. Direct usiness- re the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines). ccreditation of nsurers conducts its insurance business operation with its accredited insurers only. nclusion in the accredited insurer roster is done through periodic evaluation of the insurer s performance through a rating system established by the ompany.. onduct of idding/request for quotation- conducts a periodic bidding among accredited insurers for specific types of insurance products/services which its clients require. V. warding of the usiness to ccredited nsurers and Forwarding of roposal to client he evaluation of the responses of the ccredited nsurers is done by the Surveying Unit. he results are reported in a Summary of Quotations. he accredited During 1 st quarter 3 Days 5 to 10 Mins. F.M.D. ccount fficers resident &... 2K roces sing fee one one Varies on andank s requirements ppraisal reports H.. H.. H..

7 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- insurer which submitted a quotation with the re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines) best terms for the client (based on the evaluation criteria set by the company) is awarded the insurance business. he client is thereafter sent a roposal etter indicating the name of the selected insurer and the term it offered.. rocessing the Request. cceptance of the nsurance usiness he Direct usiness and the usiness Sections accept request for insurance coverage, endorsement, or cancellation. he entries in the Summary of Request encodes in the ntegrated nsurance usiness System (Database provider).. rinting and Distribution of the letter of nsurance overage/ndorsement. valuation of the rocessed Requests he evaluation of the responsiveness of the insurers to the requests is also done by the nsurance usiness Dept. his is based on the accumulated Summary of rocessed Request by nsurer (SR). he SR presents the volume of business provided by an insurer in a given month 5 Mins. 5 Mins. 3 Days ccount fficers ccount ssistant ccount fficer H.. H.. H..

8 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines) V. Monitoring of the Volume of usiness eing rocessed ach successful business lead is assigned a job number to provide the means of monitoring the volume and amount of transactions generated per product line. he rocessor segregates the jobs by type of insurance through the use of number series which is assigned to each type of insurance. he accumulated number of requests and the volume of transactions processed by type is determined through the umbering System. Monitoring/Renewal of xisting olicies. he ompany should take it upon itself to inform Direct usiness and usiness clients the need to communicate to in writing the status of the loan for which the expiring insurance policy has been acquired. his will be the basis for renewing or cancelling the policy.. n a daily basis, the Monitoring Unit prints the policies for Renewal Report and the olicies for cancellation Report. hese list the policies due to expiry sixty (60) days from the date of olicies for Renewal/ancellation Report (RR) which is used to inform the insured about the details of policies being renewed or cancelled. Weekly 60 days upon expiry 30 Mins. System dministrator ccount fficers ccount fficers H.. H.. H..

9 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness-. V. D. laims rocessing he RR is forwarded to its Direct usiness and usiness lients for their information/consideration and instructions. f the Direct usiness or usiness lients have not responded thirty (30) days after the receipt of the RR, the Monitoring Unit shall consider the policy for cancellation. he policy will be tagged for cancellation in the S. 3 days 30 days/ 10 Mins. Daily ccount fficer Marketing Supervisor H.. H.. hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines). he ompany assists its clients in having the required documents for claims to the insurers. is not responsible for collecting the reimbursements for such claims from the insurers.. checklist is used to determine the completeness of the documents required to file the claim with the insurer.. he request for assistance could be monitored by through its assignment of a job number for each claim submitted to the client. Varies on the availability of requirements laims lerk laims lerk laims lerk Varies by loss Varies by loss Varies by loss H.. H.. H.. V. he laims clerk is responsible for following-up filed claims with the insurance companies three (3) days after the submission of requirements laims clerk Varies by loss H..

10 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines). ature of nsurance ndorsement peration n insurance endorsement is made when there is a need to make corrections on, amendments to, or cancellation of an active insurance policy or premium invoice.. ndorsement nitiation upon receipt of Documents Supporting ndorsements (DS) from the or the nsured, the ccount fficers (s) of the Direct usiness (D) and usiness () Sections of the nsurance Division are responsible for accepting the request, initiating the endorsement procedures, and forwarding to and monitoring the flow of the documents that support policy endorsements with concerned staff. Monitoring the ndorsements a. ndorsements are monitored by attaching a otice of olicy ndorsement () to the documents supporting the accounts for ndorsement. he presents the details of the endorsement. b. he is numbered consecutively as it logged in the policies for ndorsement ogbook. 5 Mins. 5 to 10 Mins. Weekly 5 Mins. 2 Mins. ccount fficers ccount fficers ccount fficers ccount fficers H.. H.. H.. H..

11 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines) c. o summarize and report the endorsements initiated, the s prepare a Summary of ndorsements (S), checked by the D or the Section Head, and approved by the Head for nsurance. d. he copies of the and S are forwarded by the General ccountant to the illing lerk who is responsible for counterchecking all endorsements initiated by the s. he illing clerk traces the entries in the redit Memo rooflist (M) from S. e. n xception Report (R) is prepared by the illing lerk and approved by the Document rocessing Unit to summarize any discrepancy noted between the nsurer s pproval on the ndorsement and the. f. o be able to inform the clients and other units of the ompany regarding the changes in policy and premium receivables, a redit Memo (M) is printed and distributed to the clients and relevant units. 6 to 8 Mins. 15 Mins. 5 Mins. 3 days upon arrival of ndt. ccount fficers ccount fficers System dmintr. ccount fficers ccount fficers H.. H.. H.. H..

12 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines) F. illing and Releasing. repares the Statement of ccounts (S) and forwards the same together with the nsurance olicy/s and/or to lients or D lients... ased on the processed transactions, additional data are encoded to the Dataase System (S) to generate S. prooflist report is generated as basis for reviewing and checking against source documents. ashiering Handles the daily collections, petty-cash fund, releasing of check and D.. Receive payments and issue fficial Receipts accordingly.. repares ash osition report daily, complete with snapshot from Makati ranch and ash Department. Responsible for the safe keeping and accounting of orporate Funds. 15 Mins. 5 Mins. 5 to 10 Mins. 1 Hour ncoder ncoder ncoder reasury ssistant reasury ssistant reasury ssistant eller eller & reasury sst. 20 esos per page. ncollection Report Snapshot via weaccess ettyash logbook Daily ash Report H.. H.. H.. H.. H.. H..

13 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- re insurance requirements and renewals from andank s loan borrowers. t also includes ssets and other ccounts such as Salary oans, asy Home loan accounts. Direct usiness- hey are the clients that deals business contracts and undertakes the revenue generating activities of the company outside its established business (and ank of the hilippines) V. Receive payments and issue fficial Receipts accordingly V. Segregate fficial Receipts V. repares daily and monthly ollection Report V. repares ransmittal of fficial Receipts. 30 Mins. 20 Mins. 4 Hours eller reasury ssistant & eller H.. H..

14 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade -FRX s secondary purpose, the Unit is authorized to engage in the business of buying and selling of foreign currencies. he unit handles servicing of clients and Walk-in clients and marketed clients of Direct usiness- Walk-in clients business (and ank of the hilippines) G. Money hanging Unit V. Handling of etty ash and Revolving Funds- he unit maintains petty cash fund and peso and dollar revolving funds used in the over-the counter sale and purchase of foreign currencies. 10 to 15 mins. eller one Fx urrencies or eso laza V. Verification of the authenticity/genuineness and completeness of all foreign and local currencies presented by clients prior to payment 5 to 10 mins. eller one FX urrencies or eso laza V. Deposits/withdraws peso and foreign currencies as per fx transaction sheets 15 to 30 mins eller FX urrencies or eso ash Dept., laza

15 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade Direct usiness- V. X. Records/updates Revolving Fund Register of daily over-the counter transactions reparation of summary report transactions 10 to 15 mins. 10 to 15 Mins. eller eller pproved transaction sheets pproved transaction sheets laza laza Walk-in clients business (and ank of the hilippines) X. Replenishment of etty ash Fund and Revolving Funds X. uthentication and Verification of data, identification cards and signature of clients 20 mins 5 to 10 mins. eller raders pproved ransactions Sheets & ctivity Sheet; Disbursement Voucher ustomer nformation Sheet (S)& pplication to urchase, valid Ds laza laza X. Review and heck completeness of documents 5 to 10 mins raders urchase/sale ransaction laza

16 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation Sheets usiness- FX obligation and/or /holdings of lients, trade and nontrade X. pproval of the fx transactions 5 to 10 mins. Head, - Forex and o- Signatory S, valid Ds pplication to urchase, ash or Validated copy of Deposit Slip 14 th Floor. laza Direct usiness- Walk-in clients business (and ank of the hilippines) H. ash nter-bank /nter-dealer rading Unit. anvassing raders prepare anvass Sheets to record and get spot rates in the market to be able to give best buying rates and lowest selling rates to clients from accredited counterparties as well as other banks, forex corporations and money changers.. nter-ank/nter-dealer rading- raders bid and offer fx among accredited forex corporations and banks and ranch clients 10 to 15 mins. 5 Mins. rader raders urchase/sale transaction Sheets, S, pplication to urchase, Deposit slip anvass Sheet id-ffer Rates anvass Sheet, Deal Slip, urchase/sale ransaction Sheets 14 th Floor, laza laza

17 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade Direct usiness- Walk-in clients business (and ank of the hilippines). V. urchase and Sale of Foreign urrencies- raders ensure submission of necessary documentary requirements depending on the nature/purpose of their purhase including the accomplishment of the ustomer nformation Sheet and pplication to urchase Foreign xchange onfirmation of purchase and sale of regular transactions and accomplishment Deal Slip. Disbursement and Settlement. Reimbursement of Sale and urchase ransactions 15 mins. 5 mins. 15 mins raders raders raders anvass Sheet, Deal Slip, urchase/sale ransaction Sheets, pplication Form, Validated opy of Deposit Slip or redit dvice Settlement nstructions from the client urchase/sale ransaction sheets and all attachments and deal slips laza laza

18 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade Direct usiness- Walk-in clients business (and ank of the hilippines). pproval of uthority for Fund ransfer J. Reporting of Suspicious ransactions and overed ransactions per nti-money aundering ct (M). Reporting of all fx transactions are reported within two (2) working days in electronic form and forwards the same to the and ank s ompliance Management ffice (M).. uthority/approval of M report prepared is reviewed and checked by the uthorized fficer.. nce approved, it is transmitted on-line and files a hard copy for our records. K. ccreditation of ounterparties Forex conducts trading of foreign currencies with its accredited counterparties. eriodic evaluation of the counterparties performance is being evaluated by the Financial nstitution Department of and ank 15 mins 30 Mins. 1 hour. 10 mins. very two years Head, - Forex and c- signatory rader Sr. ookkeeper rader Head, - Forex 2,000 urchase/sale ransaction Sheets urchase/sale transaction sheets, Deal Slip, Validated copy of Deposit Slip/redit dvice urchase/sale ransaction sheets and activity sheets -same- pproval of authorized officer udited FS, ompany rofile, laza laza laza laza Financial nstitutio ns Dept laza

19 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade Direct usiness- Walk-in clients business (and ank of the hilippines) Recommendation of forex corporations and banks for accreditation as counterparties of Forex. ccounting, Reporting and Disclosure-. reparation of Daily ctivity Sheets, ash & FX osition Report submitted to andbank s Financial ccounting Department. reparation of trial balance and updates subsidiary ledgers to show total movement of -Forex accounts 1 hour 2 hours 30 mins. 15 Mins. Sr. ookkeeper Sr. ookkeeper Sr. ookkeeper urchase/sale ransaction sheets and complete supporting documents assbook and Snapshot, ash osition Report ank statements, passbook, cash position laza. V. Maintains Journal Voucher Register showing daily entries per account in electronic form and printed form and backed up by a flash drive repares disbursement vouchers for Replenishment of Revolving Fund and etty ash Fund 5 to 10 Mins. Sr. ookkeeper urchase/sale ransaction sheets,

20 Step rocess/ction/s to be taken Duration erson in harge lient Fee Requirements ocation usiness- FX obligation and/or /holdings of lients, trade and nontrade Direct usiness- Walk-in clients business (and ank of the hilippines) V. Monthly ank Reconciliation Statements (RS) of various -Forex accounts properly filed and arranged per month V. V. Review and checking of RS prepared reflecting month-end balances per bank and books reconciled with bank balances Weekly FX Report to S 30 mins. 30 mins. 1 hour Sr. ookkeeper ccountant Sr. ookkeeper urchase/sale ransaction Sheets. etty ash Vouchers, fficial Receipts ank Statement, passbook and snapshot Monthly ank Reconciliation Report, ank Statement, passbook and snapshot laza laza laza ctivity Sheets, FX ransaction Sheets, S laza

21 SUR RKRG,. (a andank subsidiary) Z S HRR