Investor Presentaiton

10 Process & Performance: Process Overview HELPLINE FUNCTION equity CLAIMS New Claims Notification Claims Helpline (45%) Paper (45%) In House Processes Incident Management Claims Handled in Swansea / Brentwood & Colchester. Teams split by main product/channel/ class underwriter lines Specialist Areas Liability Claims P.I./ Litigation / Legal AD Total Loss/Theft/ Recovery Third Party Pro-activity, DamageLitigation, Car Hire Email (10%) IN HOUSE: 85% OUTSOURCE: 15% Outsourced Processes Claims Helpline (EIBL) Destiny Legal Services ClaimFlo Document Scanning GraphicData (Shoeburyness) Document Indexing WNS (India) (Manchester) Bordereaux Payments WNS (India) Subrogated Recoveries (EIBL) Destiny Legal Services

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