Introduction Capacity and Success Customer Service Charter Investment in Technology..5/6. Investment in People & Resources..

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2 1 Contents Introduction... 2 Capacity and Success... 3 Customer Service Charter... 4 Investment in Technology..5/6 Investment in People & Resources.. 7 Manging Third Party Costs & Service Reactive or Proactive Accident Management...9 Proactive Accident Management Third Party Assist. 10 Third Party Assist (Process) VALIDATE..11 Third Party Assist (Process) CONTACT Third Party Assist (Process) ASSESS...13 Third Party Assist (Process) REPORT & COST CONTROL..14 Geographical Footprint..15

3 2 Introduction Australian Accident Management Commercial Pty Ltd (AAMC) was formed in 2002 out of partnership between Steve Chapman - Australian Accident Management in Brisbane and Simon Manolaros Quality Auto Assessing in Melbourne. AAMC is an Australian owned and managed company which over the past 11 years has established a reputation as a value for service Accident Management Company whose strategic direction has been focused on a motor portfolio only. Operating with honesty, integrity, technical excellence and innovative solutions, the company now totals 147 employees working throughout all states and territories of Australia. AAMC provides an industry leading team of 84 highly qualified and respected vehicle loss assessors supported by over 50 friendly and professional Motor Accident Officers with a dedicated hands on leadership and management team. AAMC are the only company in Australia to have our own skilled and qualified Vehicle Loss Assessors in every discipline within the varied facets of passenger and light commercial vehicles, motorbikes, heavy commercial vehicle, agricultural, farm machinery, caravans, trailers, recreational vehicles, boats and watercraft throughout Australia. With a Head Office in Brisbane and offices throughout Australia, AAMC has quickly become Australia s leading Accident Management Company and the Number 1 choice of virtually every Insurance Company in Australia. With centralised bookings, finance, cost and quality control, AAMC is able to provide our total Accident Management 24/7/365. Our Accident Management includes AAMC s ability to have any Loss Assessment anywhere in any State or Territory with a 24hr turnaround time in metro and inner regional areas, with other locations serviced either on a weekly basis or via a desktop assessment. AAMC are No.1 in Australia for: - 24/7 Accident Management (See Accident Assist) Catastrophe Response and Management (See Catastrophe Assist) Assessment Reports, Total Loss Valuations for all classes of vehicles (see Repairer Management) Reducing Third Party Costs (see Third Party Assist) Post Repair Inspections, Litigation Management, Expert Witness Reports (see Litigation Assist) End or Mid-Term of Lease or Rental inspections (See Inspection Assist) Repair Estimating (See Estimate Assist) Dock to Door inland goods in transit (see Intransit Assist)

4 3 Capacity and Success AAMC has been operating since 2002 and currently conducts some 10,000 motor and machinery loss assessments nationally each month for over 40 Insurance Underwriters. AAMC Assessment Service Instructions Lodged on Adjustit 4 Hours 24 Hours Insured/TP Contacted Inspection Conducted Next Working Day (if vehicle available and quoted) 24 Hours 48 Hours Total Loss Client Advised PAV Negotiated Salvage Arranged Assessor Report Completed Insured WP/Repairs Authorised (If Applicable) Client Advised Assessor Report Completed Assessment Report Completed Invoice Raised Assessment Report Completed Invoice Raised AAMC s ongoing success and business model was rewarded in 2010 when selected as Finalists in the Telstra Business Awards

5 4 Customer Service Charter Customer Service Charter

6 5 Investment in Technology AAMC operate and integrate with Multiple IT platforms on behalf of multiple clients. Our entire team are trained and conversant to a high level with all these IT systems to ensure accurate delivery of data. We are fully adaptable to work with whatever IT platform our clients require us to operate or integrate with. Our preferred assessing software is Adjustit; this is a bespoke and proprietary software solution wholly owned and developed by AAMC as an interface with our clients, and the IT platform upon which our business operates. It is provided to our clients free of any charge Adjustit is web based so does not need any software installed on a third party computer to enable access. The entire process through from First Notification of Loss, Booking, Photo Arrays, Assessor Reports, Repairer Invoices, Cost Control, Repairer Management, Accident Management etc. can be accessed 24/7 in real time. It provides complete transparency and auditability as our interface with our clients. Adjustit, and ultimately an interface via an XML data transfer, enables AAMC to more easily and accurately allocate work to our loss assessors in a more proficient and time conscious manner. As we own the software, we do not on charge any costs to our clients on a per job basis, or for any updates or improvements we constantly provide, nor for any customised or bespoke reports you may require. AAMC offer a pro-active Accident Management IT platform that has complete flexibility to integrate with other IT software and solutions. Reporting generated from Adjustit is free of any charge. AAMC can produce reports in as much or as little detail as required reporting in a timely fashion on any data field captured and tailor reports according to your requirements. All our servers are contained in a state of the art data centre which has been designed to ensure we have virtually no outage time on our software. Daily reporting, alerts set on each process,

7 6 and a close relationship with our hosting company (Telstra) ensures that problems get fixed immediately, and solutions to prevent a re-occurrence are analysed and implemented. We have the ability to have SMS messages going out to clients when the assessment is booked, sending the details of the actual assessor who will be attending on the day of the inspection, providing peace of mind. As part of our continuing drive to improve our time management by smart data usage and software upgrades, AAMC has made a substantial time and monetary investment in a complete rebuild of Adjustit alongside our current system. We have employed a separate team of IT professionals, away from our BAU, to build our new system driven around a very modern approach to the data capture of an application programming interface (API). The new system will provide the very latest technology advances currently available on the market within a windows environment, with dashboard and multi-screen capability and will be robust enough to continue to offer updated solutions as technology improves. This system has been in development since June of 2013 and will be available to all our contracted customers in the first quarter of This IT investment will continue year on year as technology changes and improves. AAMC s current web based software supports both tablets and smart phones; however with the constantly changing market and updates in this arena AAMC are in advanced development stages for Smart phone web based push-pull applications to be provided. This will enable the reporting of an accident at the scene of the incident to greatly reduce the lead time from incident through to reporting and the managed repair process. Our intranet is accessible by all of our Accident Management team and centrally contains All assessing instructions and guidelines, state by state and updated in real time Our AAMC technical library, containing the latest industry information, a technical database of OEM manufacturer repair specifications and best repair methods for most makes and models of vehicles available in the Australian market. A centralised IT helpdesk which is accessible to all of our departments during both work and after hours. database - Transparency and auditability is a fundamental base upon which we have built our business. ilearn is a database, accessed via the web, created to capture all the learning, development and technical qualifications of our team, fully accessible by you our customer. ilearn.aamcommercial.com.au, will enable you to securely login and check the qualifications and capabilities of all of our assessors; this is mandatory when as RMS audit takes place.

8 7 Investment in People & Resources Technical excellence is vital to AAMC being No 1 in Motor Loss Assessing and to this end, AAMC became the very first Accident Management Company in Australia to have all its Assessors achieve qualification and be certified in the new Certificate IV in Vehicle Loss Assessing. AUR Such qualification has been accredited as the industry recognised standard in vehicle Loss Assessing, and fully RMS compliant. All AAMC Assessors have also completed Statutory Write off Damage Assessment Criteria, National Training Program (conducted by the National Motor Vehicle Theft Reduction Council), and have all completed ICAR WOVR A 11. Successful completion of a training course in vehicle repair assessment from a provider accredited by the Australian Skills Quality Authority or a course recognised to demonstrate the assessor s ability to determine whether a vehicle has suffered non-repairable damage is evidence of compliance with the legislation. The combined courses that all AAMC assessors have, and continue to undertake are recognised by the RMS and all other State Road Authorities as meeting the necessary accreditation as required by WOVR legislation. AAMC is a member of I-Car and therefore have ready access to all training programs which we initiate with training across all states. AAMC s customer service and technical support is at the forefront and foundation of our business. Our most important asset is our people. This translates to the professional service & commitment we offer to all our customers. Over many years, we have fostered a progressive learning and development program. Managers and Team Leaders have participated in Leadership Management Australia programs such as the High Performance Management Diploma and The Challenge of Leadership. This creates a positive culture of investment and development in our team of highly trained staff. AAMC staff is the key to customer satisfaction and every Accident Enquiry, Booking, Assessment, Cost Control or Repairer Management enquiry is handled by a staff member who can satisfy the enquiry. Our Customer Service is No Accident is the pledge we provide to all our customers as part of our Customer Service Advantage charter.

9 8 Managing Third Party Costs and Service The market for companies looking to help the innocent Third Party has increased in double digit growth year on year and is set to continue for the future. It is the single largest factor that has affected the significant growth in accident related costs within the Motor Insurance market. There are now far too many Not At Fault Replacement Service Companies, Credit Card Hire Companies, Repair shops working in conjunction with accident scene tow operators, and companies simple seeking to Assist the innocent Third Party. The financial $$ that can be earned within this market, have seen these companies grow far beyond the Melbourne & Sydney markets into an out of control nationwide business often offering a professional and credible service to the Third Party. But at what cost? These companies offer Like for Like replacement vehicle Delivery direct to the Third Parties preferred location Same day turn around No adverse insurance record Choice of repairer No excess to pay Vehicle Recovery Damage Assessment Insurance Company Liaison & Repairs Compensation Claims Personal Injury AAMC seeks to redress the balance by working directly with an innocent Third Party, on your behalf, to get their vehicle repaired as quickly as possible, whilst ensuring a fair and reasonable repair cost is met, and your liability is mitigated. AAMC offers a truly proactive service in the Accident Management of Third Party claims. With this approach we have the ability to manage the activities of the Third Party in the resolution of their claim. By working directly with the Third Party client in the Accident Management of their claim, AAMC can assist you in your total claims management that will significantly impact recoveries and demands that fall upon you. By treating a Third Party as a First Party proactive Account Management has a flow on effect in terms of cost control and fair and reasonable outcomes.

10 9 Proactive or REACTIVE ACCIDENT Management? Reaction to responsibility at the outset of an incident is vital to controlling what is now becoming an increasing and alarming escalation in Third Party demands. Reactive The Insured is At Fault If a Third Party calls tell them to obtain their own quote/s. Leave the third party to their own devices; often the repairer they approach for the quote/s will partner with an Accident Replacement Vehicle company and convince the Third Party to use their service. Will the repairer use the opportunity to inflate their quote, given they know the repairs are for a Third Party loss? The Third Party will probably be in a hire car, on a like for like basis, costs out of your control Await until a demand is received with quotes for repairs, hire vehicle, other out of pocket expenses? Proactive The Insured is At Fault Treat the Third Party as if they were a First Party Proactively manage the claim from the outset and control your financial liability. Seize back control of the Third Party claim from the growing volume of Third Party Accident Assist companies Reduce the life of the claim, ascertain quantum much faster. Better claims reserving? Showcase your claims and customer service to the third party. This could result in a new customer?

11 10 Proactive Accident Management Third Party incidents are a fact of life. Proactive Accident Management allows AAMC as professional Accident Managers to manage the Third Parties settlement. This will produce a controlled financial outcome, which mitigates your costs, and removes the onus and burden upon your claims team of handling the repairs of Third Parties. At AAMC we are the No 1 in reducing Third Party costs because: - AAMC have a separate and dedicated Third Party Assist response team, away from our BAU. Over the past 18 months our specialised team have developed skills in the ability of conversion by positive prompting that ensures we convert as high as 80% of the Third Parties we contact (where we have been notified of the incident within 48 hours of the occurrence). This has been achieved by much research and development and focuses on the fact that the initial contact with the Third Party is Sales and not Claims based. Our team have developed a national network of repairers that have consistently proved to AAMC their ability to offer high quality repairs, speed of service, all at a fair & reasonable cost. This network of preferred repairers has been mapped into Adjusit and can be sourced by post code identification. AAMC confirm that there is no financial incentive or reward of any description whatsoever between these preferred repairers and AAMC. It is a service we provide and no more. AAMC can also work with any Approved Insurer Repairer network that you may have, and such information can be mapped into our system on the same post code technology. We have the ability to provide an intermediate class courtesy vehicle for the duration of repairs, partnered and supplied by Europcar at less than $50 a day. The booking is entirely controlled by AAMC utilising web enabled software at Europcar.Biz which ensures AAMC alone control the booking period. All other costs such as fuel, excess, tolls etc. are billed separately and paid for by the Third Party. Only the daily hire rate is charged back to you. This service is offered free of any charge or commercial gain to AAMC from Europcar.

12 11 Third Party Assist (Process) Process There are four basic Steps to Third Party Assist 1. Validate Speed to acceptance of responsibility is critical 2. Contact Instruct AAMC. We guarantee to contact the Third Party within 2 hours of your instruction on a 24/7 basis. 3. Assess AAMC will assess, authorise & arrange repairs. 4. Report & Cost Control Post repair AAMC will Cost Control, validate, and mitigate the Third Party repair costs.

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16 15 Geographical Footprint The difference between proactive people and reactive people is that proactive people take action, they take initiative, and they come up with ideas to find solutions. AAMC believe in Proactive Accident Management

17 16

Introduction... 2. Capacity and Success... 3. Customer Service Charter... 4. Investment in Technology..5/6. Investment in People & Resources..

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