Investor Presentaiton

23 Strategy equity CLAIMS STRENGTHS: Highly Experienced & Well managed - Broad mix of Industry Backgrounds - Reputation in the market for quality - History of low Inflation - Quality Assurance & Audit Controls - Supplier terms / rates participate in market bodies/ Active in the community Environmentally responsible Strong internal and external communication programmes 7. Extend our PROFILE and INFLUENCE 1. Control SPEND Review and respond to paid claim performance Reserving aligned to Group philosophy + Consistant Focus on key projects selected to deliver substantial financial benefit, e.g. TP Intervention; Total Loss valuations Focus on recovery performance Counter fraud initiatives Supply chain management Reinsurance Recoveries Constantly striving to expand our thinking Working in partnerships/ Seeking & applying synergies Evaluating revenue generation opportunities 6. INNOVATION Claims Strategic Plan 2007 5. Management CONTROLS Suite of Management information Reports - review - action. check results - communicate Audit/QAD Risk Matrix Benchmarking Regulatory 4. Value our PEOPLE 330 FTE 2. Efficient & Effective Operation Specialisation Organisation design - fit skills to task Ongoing systems enhancement Track Op Ex and productivity performance Consistency; do it right first time, every time, minimise leakage Audit/QAD 3. Service CUSTOMERS, enhance REPUTATION 180k New Claims PA Benchmark Performance Track SLA's; Abandoned Calls, workload, time to settle, satisfaction & complaints Action Plans & Impact Analysis Retention Cross Buy/Recommendations Recruit and retain great people Improve performance and behaviour Objectives & PDR's Talent Programme Succession Plans Engage Promote Values Sickness/Absence Turnover Repeat poor performance management

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