Sueanne Wong, Head of Account Management Singapore

Sueanne explains what you can expect when you contact your account manager.

Customer experience is at the heart of our business. Our experienced account managers take ownership of the entire policy management process and work closely with you in providing the best possible solutions.

Your account manager will work with you to understand your business and what is important for you. We will help you structure and manage your policy, as well as answer any questions you may have on anything including credit limits to claims decisions.

We pride ourselves on the quality of our delivery and hold a consistent customer retention rate of 94% globally.

In addition to supporting you in person your account manager will ensure you have access to our award-winning online platforms, Atrium and Insights. This technology provides you with up to date market and account information, and has been created with you in mind to offer a tailored experience. We are continuously investing in technology and innovation to enhance customer connectivity.

Jennifer Ng, Senior Sales Manager

Jennifer explains what you can expect when you call Atradius Sales.

When a potential customer calls our office, I will talk through the details of trade credit insurance. They will be briefed on the benefits it can bring to their business, I will give an outline or indicative policy structure to suit their requirements and I’ll explain how the pricing is calculated.

The next step is to organise a meeting. We will sit down with representatives from the business and learn how they operate. We will suggest ways they can improve their risk management and discuss how they can expand their export sales.

My role in Atradius Sales is to provide bespoke solutions to help protect a business from potential financial loss. Building a relationship with customers is the most rewarding part of my role and I focus on gaining a good understanding of their business so that we are able to provide the best solutions for them.

Dheeraj Chandra, Head of Claims, Asia, India and Middle East

Dheeraj explains what you can expect when you make a claim with Atradius.

As a dedicated claims specialist I will work with you to achieve a rapid claims solution. I make sure that it is easy for you to submit a claim and I am there to assist you during the whole process, from claim submission up until the final claim settlement.

Your local and central account managers will also remain involved throughout the whole process. We understand that making a claim can sometimes be a complex process, so it is our aim is to share the accumulated knowledge and solutions of our claims managers with all of our customers.

Our claims managers use their specialist knowledge to achieve prompt resolutions.  Our Global claims acceptance rate is +90% and all our insolvency claims are paid within 30 days.

Our claims process integrates seamlessly with Atradius Collections – to provide a complete and highly effective service solution.

Quintus Deken, Regional Head APAC & Middle East, Atradius Collections

Quintus explains what you can expect when you contact Atradius Collections.

People come to Atradius Collections via different routes. If you are an Atradius Credit Insurance policyholder, we work alongside you as part of your policy to reduce loss and recover debt if your customer fails to pay. We also operate on a standalone basis to provide professional international debt collection services to businesses that do not have Atradius Credit Insurance.

Every unpaid invoice is unique so, for us, the first step will be to complete due diligence. It is important for us to understand the nature of the debt. Has the debtor gone bankrupt, are they experiencing cash flow issues, is there a contract dispute, are there political circumstances beyond their control? Where possible we reach out to the debtor to aid our understanding of the situation and to begin dialogue.

Our focus is on personal contact. We use our global reach to contact the debtor wherever they are in the world, either by phone or in person. Our approach is professional and respectful and you can be assured we comply with local law and regulations. We will liaise with you at every stage of the collections journey and agree the strategy that works best for your business. If you are an Atradius Credit Insurance policyholder, your claims manager will collaborate and communicate closely with your Collections account manager.

Where possible we mediate to resolve disputes and create payment plans with your debtor, focusing on maintaining a good relationship. Where it is not possible to recover the debt amicably, we will consider legal actions. Once our amicable collections activities are exhausted and the only route forward is to take legal action, we will define a strategy for you, estimate the expected costs, and will advise on whether it is economical to proceed.

Janice Lim, Senior Underwriter Special Products

Janice explains what you can expect when you contact Special Products.

The Special Products Unit provides tailor made solutions outside the framework of our whole turnover credit insurance policies. This covers trade transaction for dealer, manufacturer and trader whether revolving or spot shipment basis, project contract for contractor and builder, and trade financing for bank and financial institution.

The Special Products team will work closely with you to understand your business and the environment your business trades in. We customise your policy to meet the needs of individual risks and to respond to the evolving economic and geopolitical environment. Our offering addresses the increasing demand for non-cancellable credit limits, single situations and structured trade financings across the globe.

The Special Products Unit enjoys a dedicated risk underwriting team of experienced analysts who work closely with their commercial colleagues, customers and brokers to truly understand your needs. Our team of multi-national and multi-lingual underwriters provide a tailor made solution to assessing your risk needs and enabling you to efficiently manage your trade receivables.