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 Third Party Post Repair Demands Why AAMC?....9 Litigation Assist. 10 Fraud Combat... 11/12 Litigation Assist (Process) VALIDATE & CONTACT...13 Litigation Assist (Process) ASSESS Litigation Assist (Process) REPORTING Geographical Footprint..16

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 Third Party: - Post Repair Demands 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. AAMC provide proactive support to our clients at the early outset of an incident to work directly with the Third Party in the Accident Management of their claim. This relies upon the ability of early capture of the Third Party details. However, what happens when the vehicle has been passed to one of the many companies that offer Not At Fault Replacement Service, Credit Card Hire, Third Party Recovery Companies, Accident Vehicle Replacement Companies or Repair shops working in conjunction with accident scene tow operators. The vehicle has been repaired and you are presented with An extortionate repair invoice, Excessive Hire Car charges in terms of the number of days and daily cost, and Other out of pocket expenses. Whilst your claims or legal department may be capable of handling some matters, how do you Prove that the cost of repairs is unreasonable? The number of days for repair is unreasonable? How do you establish that the repairs were carried out to the standard that is being charged? How do you establish that the repairs were carried out at all? Once considered an issue isolated to Melbourne, the financial $$ that can be earned has seen a substantial growth in the Third Party market, which now sees the issue virtually endemic to the whole of Australia.

10 9 Why AAMC? AAMC have become the No1 in handling Fraud & Litigation matters because: - We have a specialist team of Accident Management Officers (AMO) and Assessors who only work in the area of Litigation and Fraud. We believe that this is a unique factor that sets AAMC aside from our competition. Our assessing and support teams are armed with a multitude of state of the art equipment that enables them to combat;- a) Inflated quotes. b) Over servicing of repair procedures. c) Exaggerated down time for repairs. d) Fraudulently Legitimising hire car allowance (usually business owned by repairer). e) Deceitful verification of non-consistent damages as being consistent. We have maintained a vast array of data over the past 11 years of Accident Management that sit within our proprietary software, Adjustit. We have a VIN decoder that has the ability to identify any previous assessment for the same vehicle. We have in excess of 850,000 recorded incidents which enable us to ascertain previous data and records. This provides significant benefits when working with our partners to identify and combat fraudulent claims. With the volume of assessments conducted by AAMC nationally our Assessors visit the repairers in their area of responsibility on a daily basis. This affords the opportunity to monitor the repair processes and standards and to detect possible fraudulent behaviour. If AAMC has any doubts on the competency of a repairer, the repairer is lacking the necessary state licencing, or, if AAMC has any doubt what so ever as to the authenticity of the claim, our concerns will be conveyed to our client as part of our reporting mechanism. It also allows our Assessors the opportunity to identify any further cost savings and avoid supplementary costs. AAMC attend repairer facilities, often where the vehicle has been repaired, to help mitigate & control our client s costs by quantifying repair costs on a fair & reasonable basis. AAMC provides professional and expert witness support via a tried & tested AAMC process compliant with the Code of Conduct, supporting our clients to successfully mitigate or deny a Third Party claim. AAMC operates with integrity and honesty at all times. We are not affiliated with any section or business connected with the motor repair industry, nor do we receive commission or cash incentives of any kind from repairers or a like. AAMC cannot be compromised in anything we do. We take full responsibility and are accountable to our clients for normal day to day business decisions and process outcomes.

11 10 Litigation Assist AAMC are the No 1 in Mitigating Third Party Costs because:- In the event where a Third Parties vehicle is at a repair facility that specialises in Third Party recovery (Accident Vehicle Replacement Company (AVRC)), AAMC would attend that repairer facility within 3 hours of appointment. In the majority of these cases the vehicle is in a repaired state. Therefore, as AAMC is committed to achieving the most cost effective resolution for our client, we have designed a strict procedure & protocol for our Assessors to ensure all repair costs are mitigated. This process, based upon a fair and reasonable outcome, will stand up to scrutiny when tested at court. AAMC litigation assessments are carried out in a professional manner designed to be compliant with form 44a Magistrates Court Expert Witness Code of Conduct. As previously identified AAMC have a substantial data base of previously assessed vehicles. Our ability to cross reference Vehicle Identification Numbers (VIN), and the previous Accident data we hold, has often resulted in our clients being in a position to successfully mitigate or deny a Third Party claim. This specialized division has their own unique address

12 11 Fraud Combat Paint Micrometre to analyse the painted panels. Inspection camera to confirm damage is consistent with incident and inspects internal body cavities.

13 12 Fraud Combat Data Dot DecoderData Dot reader to confirm if factory Data Dots or aftermarket. Vin Number search on Adjustit

14 13 Process Overview Validate & Contact

15 14 Process Overview Assess

16 15 Process Overview Reporting

17 16 Geographical Footprint

18 17

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