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16 Process & Performance: AD & TP Claims - Engineers. Approach: Opportunity: Desktop inspections carried out with Approved repairers, where cases are non-fault. Fault cases are not inspected if they are within the Approved scheme, but have physical inspections otherwise. Non approved repairer cases requiring inspection are done as physical inspections. A small estimate scheme exists for claims under £400. Increase desktop % / increase approved repairer penetration. Deploy systems direct to engineers. % Split: Desktop - v - Physical 100 80 60 31.54 26.73 28.11 60 □ Desktop 40 Physical 73.26 68.45 71.88 20 20 0 2004 2005 2006 equity CLAIMS

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