Lloyd’s Market Claims Change Programme 2008
Subject: Communications Strategy Workstream – develop communications strategy, commence communications actions
Prepared by: Nigel Taylor
Date: 6 March 2008
Document Objectives
This document clarifies the scope, objectives, timescales, deliverables, governance & working party for the “develop communications strategy, commence communications actions ” project arising out of the 2007 Strategic Claims Review.
Objectives
To maximise opportunities for promoting awareness of the Strategic Claims Review outcomes, and the features and benefits of the resultant Claims Change
Programme workstreams.
Success Criteria
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Market remains appropriately briefed on Strategic Review outcomes, and CCP objectives and activities
Publicly available documentation is easy to access and understand
Improved market buy-in to workstream objectives
Any feedback received is supportive and/ or constructively critical
Enthusiastic response to requests for workstream resources
Scope
In Scope
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Co-ordination of individual communication plans per workstream
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Facilitating communication opportunities for workstream sponsors/ owners
Oversight of key external messages
Briefing key stakeholders re Strategic Claims Review outcomes
Monthly LMA CC reporting
Semi-annual market updating
Out of Scope

Producing individual communication plans per workstream
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Producing presentations/ messages for managing agents to deliver on their own behalf
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Lloyd’s Market Claims Change Programme 2008
Project Governance Structure
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Project sponsor – FPD
LMA CC representative – Bob Foster
Project manager – Nigel Taylor
Project team – Kent Chaplin, Bob Foster, Nigel Taylor, Tim Willcock, Mark Thompson
Project reporting – monthly in line with LMA CC meetings, and summary reporting on an exception basis vs. agreed activity delivery schedule
Project dependencies
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Ongoing communications activity dependent upon workstream progress and requirements
Business cases refreshed according to workstream progress and market environment changes
Activities & Key Deliverables
Objective Owner Deliverables & Key Milestones By (Date)
Effective intraworkstream
NT 
Co-ordinate workstream communications plans
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Establish project-to-project informal feedback loop communication
Briefings: Heads of
Claims
Briefings: key wholesale brokers
NT/ BF 
Agree Communications Pack content re Strategic Claims Review outcomes and CCP workstreams
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Agree individuals to deliver briefings
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Ensure briefings completed by end of Q2
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Ongoing updates per workstream communications plans
NT/ BF 
Agree Communications Pack content re Strategic Claims Review outcomes and CCP workstreams
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Agree individuals to deliver briefings
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Ensure briefings completed by end of Q2
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Ongoing updates per workstream communications plans to maintain awareness and support
FPD Board meetings
LMA Board meetings
LMA CC meetings
KC
TW
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Monthly overview report
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Ad hoc reports per workstream as required
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Monthly overview report
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Ad hoc reports per workstream as required
KC/ BF 
Monthly overview report
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Ad hoc reports per workstream as required
LMBC meetings KC/ BF Ongoing updates to maintain awareness and support
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When available
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Packs: end Q1
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Briefings: end Q2
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Packs: end Q1
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Briefings: end Q2
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Ongoing
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Ongoing
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Ongoing
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Ongoing
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Lloyd’s Market Claims Change Programme 2008
LMA Claims Matters
Forum
Conference/ seminar appearances
Internet presence
Press coverage
TW
NT
NT
NT/
TW
Regular CCP slot for progress updates per workstream
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Compile schedule of forthcoming CCP presentations by LMA CC members
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Co-ordinate messages to ensure consistency
Agree CCP content for lloyds.com/claims and the-lma.com
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Major trade press interviews/ articles per workstream
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Semi-annual updates
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Ad hoc articles/ interviews where possible
Stakeholder Management
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LMA CC – offer support (eg useful market performance data) for delivering external presentations; ensure consistency of messages
Wholesale brokers – ensuring buy-in as early as possible
Risks/ Issues Log
Risks
Absence of media interest
Threat level
(H/ M/ L)
M
Action Owner(s)
NT
Broker willingness to engage
Degree of managing agent buy-in
Website content quality control
M
M
L
M
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Obtain feedback from journalists
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Re-design message and delivery method
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Obtain feedback from market participants
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Re-evaluate features and benefits for brokers
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Escalate to LMA CC for discussion re alternative contacts
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Obtain feedback from market participants
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Escalate to LMA CC for re-evaluation of features and benefits of workstreams
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Consider dedicated administrative resource
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Consider appointment of content manager per workstream
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Escalate to Franchisor
KC/ BF
KC/ BF
NT
KC Availability of external resources to execute plan, eg LMA CC members, Lloyd’s/ LMA PR team
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Monthly
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April 2008
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Ongoing
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April 2008
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Q2/ Q3
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June 2008
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Ongoing
Timeframe
As required
Ditto
Ditto
Ditto
Ditto
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