Insurance DRP Standard Operating Procedures Guide

1. Insurance DRP Standard Operating Procedures Guide Table of Contents Insurance SOP Segments • Online Insurance SOP overview • Printing SOPs • Editing an Insurance SOP online • Change Notification process • Insurance SOP review exercise Operations Best Practices • Return to Main Presentation Menu Version 7.0 Edited 04 06 04

2. SOP Programs within Best Practices • Table of Contents • How do Standard Operating Procedures translate into more business for collision repair facilities • Improve employee efficiency • Improve vehicle repair cycle times • Improve employee retention • Improve Insurance Industry relationships • Improve customer satisfaction indexes • Improve vendor relationships • Increase market share Back Next

3. SOP Programs within Best Practices • Table of Contents • Standard Operating Procedures for both Insurance DRP programs and Refinishing departments have been converted to an online database • All Standard Operating Procedure programs will now be edited from the Performance Alliance Operations Best Practices Database • All information is available 24 hours a day, 7 days a week • DPC representatives have the ability to view and edit programs for all repair facilities within their region • Process is condensed. Once reviewed and edited, the program is ready to use immediately • Paint SOP programs will continue to be packaged onto a CD presentation with a printable version, a universal / non-customized pre-test and a Product Usage Guide • Insurance SOP programs are only available online to ensure the most current information is available to the user Back Next

4. Repair Facility Access • Table of Contents Accessing the Performance Alliance member web site • Performance Alliance members access training programs and information through www.performancecoatings.dupont.com • Each employee at a repair facility will need to have an individual registration to performancecoatings.dupont.com • Paint technicians (and Body technicians if they are involved in priming processes) for access to certification testing • Estimators and office staff to access Insurance DRP programs and certification testing • Repair facility program administrators to access all Performance Alliance programs and certification testing • The employee’s DuPont Portal username needs to match to the username within the Performance Alliance web site. • The recommended format is to use the first initial of their first name and full last name using all lower case letters. Back Next

5. Insurance SOP Process • Table of Contents • CTQ receives completed contract via fax or mail • Confirmation and Introduction e-mail is returned to the Repair facility and DPC representative within 48 hours • CTQ recommends using the “return receipt” function when sending time sensitive materials by e-mail • If no confirmation is received, please call CTQ and confirm receipt of materials • CTQ sets up listed DRP programs and certification tests • CTQ sets up listed employees from submitted form Employee Registration Form • CTQ sends welcome packet to repair facility • Includes training CD for accessing and using online SOPs • DPC representative or jobber does follow up contact with the repair facility within 1 week to review and answer any questions • DPC representative or jobber should set up a training session if needed after follow up contact . Back Next

6. Insurance SOP Process • Table of Contents • CTQ recommends repair facilities have all users log in, review the program and take certification test as soon as possible • Click on “Print” button to read the training program on screen as a print preview, or print it out for training estimators that do not have edit capability • Only the repair facility administrator has access to the “Print” Button • Use the “View / Edit” function as a reference to look up specific information • Certification tests are formatted to review basic program information and ensure the employee has a good understanding of how to use the program • Any changes or edits can then be made as the repair facility administrator reviews the program or receives new guidelines for a specific program • The certification test is to ensure knowledge of how to use the program and how to access information efficiently • Cycle time from start to certification completion • Approximately 15 days Back Next

7. Insurance SOP-Change Notifications • Table of Contents • Specific program guidelines can change frequently • The repair facility administrator will monitor program changes and update or edit information as needed, based on local requirements • Change Notifications will be sent to each user (employee) on the system from CTQ • When updates are added within the Operations Best Practices system • When an insurer modifies a DRP program that effects all users • Each user (employee) then reviews the change notification and acknowledges that they have reviewed the information Back End segment

8. Printing SOPs • Table of Contents The PRINT function is given to any user that has “Editing” capability. BEST PRACTICE We recommend printing off the complete, unedited version prior to starting any edits. The repair facility administrator should make a backup copy and can use the printed version to make any process selections or other required changes. Then enter those process changes into the online version. Click on the PRINT button to start creating a printable document Back Next

9. Saving an Electronic Copy • Table of Contents The document will take several seconds to create. It will open in a preview page. You have an option to print the document or save it to an electronic file. To save an electronic copy of the document First click on “File” in the toolbar. Then select “Save As” from the drop down list. You will then need to verify the file name and select where to place the electronic file. The file will be saved as a “html” document. Back Next

10. Printing the SOP • Table of Contents Printing a copy of the SOP document to make notes and tag selections is an effective way to quickly review the complete program. Any edits then should be entered into the online version. To print the document First click on “File” in the toolbar. Then select “Print” from the drop down list. You can print the complete document or select individual pages or sections. Back End segment

11. Logging In • Table of Contents Go to www.performancecoatings.dupont.com Enter your “Member Login” Next enter your “Password” Now click on “GO” to enter the DuPont Performance Coatings web site Member login Sample If you have not already registered, click on “REGISTER” to complete your web site registration Back Next

12. Performance Alliance Access • Table of Contents This screen is what a Performance Alliance registered user will have Clicking on the “members click here” key chain will give access to all Performance Alliance program information Back Next

13. Insurance SOP Process - Access • Table of Contents Click on “Operations Best Practices” to access SOPs. This action will open a new page Back Next

14. Selecting the SOP Document • Table of Contents When you click on the desired SOP category, a drop down list of available programs will appear Select the function VIEW / EDIT – to review and edit a paint SOP PRINT – to print out a copy of the document TEST – to review the company’s online test Now click on VIEW / EDIT to access the document and start reviewing a specific SOP Back Next

15. Table of Contents Navigation • Table of Contents Sample Mutual Using the “Table of Contents” button is the most efficient way to navigate to a Unit or Section in the program. When you click on the “Table of Contents” button this dropdown navigation field will appear. Selecting a specific unit will expand it to show all of the sections available within the Unit. Click on “Initial Claims Processing” now Back Next

16. Adding or Sorting Units and Sections • Table of Contents Sample Mutual You can add a new “Section” within a Unit as needed by clicking on the “Add New Section” button. You can resort the order of the sections as needed by clicking on the “Re-Sort Sections” button. To view the information within a Section click on the name of the section. Now let’s review claim “Approvals” by clicking on that section You can add a new “Unit” to the presentation as needed by clicking on the “Add Unit” button. Back Next

17. Insurance SOP Default Settings • Table of Contents Sample Mutual Insurance SOPs are set up showing only the default Procedure for the Activity listed. As the repair facility administrator reviews the program he or she may want to change or “customize” the listed procedure To customize a procedure click on the “Customize” button to open a new editable screen The navigation buttons at the bottom of the Activity pages allow to move forward or backward to additional Activity screens Back Next

18. Editing Default Selections • Table of Contents The Customize Activity screen allows you to review and select or deselect additional preset Procedure options To add a Procedure to the SOP, click on the selection box in front of the Procedure and add a check mark. To remove a Procedure from the presentation, click on the selection box in front of the Procedure and remove the check mark . Then click on “Save” to update the information that you want to show in the repair facility’s Insurance SOP Back Next

19. Adding a Custom Procedure • Table of Contents To add a Custom Procedure to the SOP, click on the selection box in front of “Include Custom Procedure” to add the check mark. The Customize Activity screen also allows you to enter additional Custom Procedure options Either copy and paste information into the text box or type in the text you want to use in the SOP Procedure. Claimants are required to arrange for payment in full prior to releasing vehicle. Verify the claimant has received the original and any supplemental payments 24 hours before delivery. You can also add more detail by entering “How” and/or “Why” text information using the same process Claimants often assume the repair facility is being paid directly by the insurance company. Then click on “Save” to update the information that you want to show in the repair facility’s Insurance SOP Back Next

20. Reset Defaults or Remove Activity • Table of Contents You can reset the default settings by clicking on the check box next to “Use Default Procedures”. You can show an Activity as “Not Applicable” by clicking on the check box next to “This Activity is Not Applicable”. Then click on “Save” to update the information that you want to show in the repair facility’s Insurance SOP Back Next

21. Adding an Activity • Table of Contents Sample Mutual Each “Section” has a navigation button to quickly access various “Activities.” This identifies which Activity you are in and how many total Activities are in the section. To add an Activity to the SOP, click on the “Add Activity” button. This will allow you to add additional information to the “Section” you are in. Back Next

22. Entering Text to a New Activity • Table of Contents The Add Activity screen allows you to either copy and paste information into the text boxes or type in the text you want to use in the SOP Procedure . How to handle non-drivable vehicle approvals. The vehicle owner will need to sign a repair authorization. By a fax copy or in person Requires both owner and ins approval First enter the question or statement in the “Activity” text box. This should define the Action to be taken. Next enter the “Procedure(s)” that should be followed for the “Activity” you listed using the same text entry process. You can also add more detail by entering “How” and/or “Why” text information using the same process Make sure that the “Procedures” are marked as “Default”. Then click on “Save” to add the Activity to the SOP Back End segment

23. Change Notification • Table of Contents The Change Notification screen allows you to review new information or changes to a specific SOP program that have been implemented by Committed to Quality. *** You have new changes to review *** To access, click on “You Have new changes to review” or on “Change Notification” from the side bar list Back Next

24. Change Notification • Table of Contents The information is automatically added or changed in the specific SOP program it is related to. Change Notification is a tool to help employees stay current on program updates or changes. The date the change was implemented and the Document (SOP) name are shown. A separate notice will be listed for each document that has been edited. We recommend that employees regularly check this area for new program information. To review a specific change, click on “View Change Note”. Back Next

25. Change Notification • Table of Contents Sample Mutual The Change Log identifies: * the “SOP Document” * the “Date” implemented * the “Summary” shows the section of the document impacted * the “Discussion” is a brief review of the change. After reviewing the information click on “Mark As Read”. This will remove the change notice from your list. Each employee registered in the Performance Alliance program will see Change Notifications. Back End segment

26. Review Exercise–Insurance SOPs • Table of Contents • How many Insurance DRP SOP templates are included with the Performance Alliance contract • A. 3 for each company location • B. 4 for each company location • C. 5 for each company location • D. Any that the repair facility has DRP agreements with. • Shop must customize the Insurance DRP SOP before taking the online test. A. True • B. False • The Repair Facility can choose between a paper test or an online test. A. True • B. False B. 4 Insurance DRP SOP templates for each paid company location are included. Additional templates can be purchased separately False, the insurance DRP certification tests are designed to verify an employees basic DRP knowledge and how to use the online program to look up information. Tests should be taken before the templates are edited by the shop administrator. False, Insurance DRP SOP certification tests are only available online. Back Press space bar to view answer for each question End presentation