Our Claims Promise: Minimise the impact to our clients’ business

1. Claims QBE European Operations Master Slide Package Our Claims Promise: Minimise the impact to our clients’ business Proactively manage and pay claims

2. Contents

3. Claims expertise • Teams focused on product and industry • Expert teams for key claims functions • Capacity to deliver • Skilled and experienced claims practitioners • Market leading best practice Strong Specialist • Tailored service propositions • Strategically located claims teams • Prompt payment of valid claims CLAIMS Delivers Empowers • Direct access to decision makers with full authority • Clear ownership of cases • Commercially minded teams • Flexible solutions Entrepreneurial

4. Claims Service Delivers • Speed of response • a constant focus on keeping you informed • Tailored service proposition • flexibility to deliver the way you need it • Proactive management of claims • always looking for a way to move forward • Strategically located claims teams • benefiting from geographical, industrial, or market focus

5. Claims Service Specialist • Product and industry focused claims teams • ensuring we understand your business and how we can support it • Skilled and experienced claims practitioners • enabling a right-first-time solution • Expert support teams • industry-leading capability in rehabilitation, counter-fraud, complex/catastrophe losses and supply chain management

6. Claims Service Empowers • Access to decision makers • qualified professionals, authorised to settle claims quickly and flexibly • Clear ownership of cases • ensuring your claim is always our priority • Investment in claims tools, systems and infrastructure • giving our teams the tools to deliver the service and control costs Entrepreneurial • Flexibility to meet the needs of our customers • there is no such thing as a ‘standard claim’ or a ‘standard client’, we encourage thinking outside the box • Commercially minded • offering practical solutions to keep your business operational

7. Claims Service • Strong • Claims Teams embedded within business sector and territory • the teams are close to the businesses they serve • 29 locations across UK and Europe • enabling the depth and diversity of QBE to be at the disposal of our teams and customers • Over £1bn paid in claims each year • the capability and capacity to settle all claims, large or small • Carefully selected and managed suppliers with expertise and a strong focus on service • helping to deliver the QBE claims promise

8. Scale of Claims service Over £5bn of claims managed each year More than 600claims specialists 29 locationsacross UK and Europe Work with strategic partners to service clients’ needs

9. The Claims Teams

10. Property Accessible UK based dedicated Commercial Property team committed to high quality, responsive service Strategic partnerships with specialist Commercial Property loss adjusters Focus on minimising the impact of a claim – letting you get on with your business 24/7/365 First Notification of Loss (FNOL) and expert on-site support available when you need it Front line decision makers empowered to provide the right solution for your claim Claims settlements tailored to suit your business needs

11. UK Casualty Flexible and commercial claims solutions tailored to the need of each client Technical Claims Team with expertise in complex and catastrophe claims management Experienced Claims Inspectors combining national coverage and local knowledge Strategic relationships with specialist Commercial Liability loss adjusting partners Award-winning Rehabilitation service – medically qualified QBE team and expert external partners Risk Management advice and support with Claims Management Information bespoke to each client Specialist UK Casualty legal panel providing high quality independent legal advice

12. Global Casualty Highly flexible team empowered to respond to brokers’ and clients’ needs Innovative approach to claims handling aimed at developing long term client relationships International claims teams in Sydney and Toronto Close working relationships with underwriters Good network with our worldwide panel of adjusters and lawyers who understand the QBE claims philosophy

13. Motor Claims ownership Proactive management of own claims spend promoted by our early reporting and high performance culture 24/7/365 (UK based) First Notification of Loss (FNOL) team and on-line reporting Bespoke claims handling plus advanced MI, trend analysis and industry benchmarking Seamless relationships with carefully selected specialist commercial motor suppliers Highly qualified in-house engineering team Fraud specialists providing robust management of spurious or exaggerated claims Technical Claims Team with expertise in complex and catastrophe claims management Award winning Rehabilitation – medically qualified QBE team and expert external partners Advanced risk management solutions provided by our in-house motor fleet risk manager

14. Marine and Energy • Accessibility – our adjusters are available 24 hours a day. We operate a claims box at Lloyd’s providing brokers with instant access and immediate responses • Knowledge and experience – recognised by our peers for our depth of expertise. Team members are holders of academic and industry specific qualifications • Market leaders – we manage the largest and most complex of losses • Flexible and responsive - widely regarded for our fair and commercial approach to our claims handling service • Closely aligned to underwriters – to enable us to gain an in-depth understanding of our clients’ business needs and manage their claims accordingly

15. Aviation Proactive and integrated approach to preventing and minimising claims loss Bespoke service - our sector guides provide a platform for training programmes and individually tailored seminars Industry leading expertise - we have leading claims handling expertise with experienced and innovative claims handling professionals Specialised worldwide network of loss adjusting and legal experts who are ready to respond Integrated teamwork - we work with clients, brokers and underwriters to ensure that we understand and can respond to client needs Results focused - allowing our clients to maintain their business operations without interruption

16. Reinsurance Claims professionals working with underwriters to support the development of long-term relationships with our clients and brokers Accessible claims team experienced in varying classes of business, markets and jurisdictions Extensive claim authority levels with claims staff empowered to be the decision maker Market leaders in managing complex and high value claims Proactive in market initiatives to enhance effectiveness of claim management and speed of payment

17. Professional Indemnity Claims against professionals managed by professional people Profession-specific expertise within the claims team including qualified loss adjusters, lawyers and chartered insurers Dedicated contacts Empowered staff to deliver commercial solutions Exclusive legal panel providing clients with the highest quality legal advice, bespoke to their requirements and with a commercial consideration

18. European Markets European Claims Teams reflect the strong product and geographical diversity of the European Markets network Strategically located claims teams offer bespoke services to Continental European customers Accessible skilled local decision-makers with local language and market knowledge Specialist teams working in close cooperation with local partners and service providers Country based teams backed by the strength of London based commercial and technical expertise Delivering constructive solutions to customers when and where adversity strikes Increasing penetration and market share in Europe → continuing commitment to build expertise and infrastructure

19. What our clients say about our claims service “They use ECF as well as having a Lloyd’s presence. It makes it easier to broker a claim if I want to do it electronically.” “Professional team, easy to access and commercial attitude.” “They always see me when I have urgent things to do. They are commercially minded.” “You get your claim sorted very quickly, and they are experts.” “They offer an excellent service, get back to you the same day, give you updates over the phone, and get back to you in a day or two if you email them as opposed to others that might take a week.” “It is to do with our relationship with the people there. You can phone them up and they will fit you in whenever they can.” “QBE’S PI claims service has been and remains second to none...” “QBE are pragmatic, and they are very user and client friendly.”

20. Awards Claims Supply Team Rising Star Kelly Potter

22. Thank you