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Investor Presentaiton

Management Controls: Key Performance Indicators Examples: FINANCIALS equity CLAIMS New Claims Volumes Average Incurred / Settled Total Operational Expenses Operational Expense per Claim Headcount / Overtime / New Claims per FTE Systems BUSINESS SUSTAINABILITY Risk Drivers & Controls 20 20 CUSTOMERS SLA's Call Volumes Workload Satisfaction Complaints PEOPLE Objectives & Development Reviews Recruitment / Retention Talent programme Succession Planning Engagement Sickness/Absence

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