1. Electronic claim file 21 May 2008 ADAM STAFFORD

2. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20082 Aim of the Electronic Claims File Improve service to customers: broker, assured, coverholders, etc. How? Current, contemporaneous access to claims… … allowing brokers to spend more time on complex claims Ability to “broke” claims files outside of normal market hours Reducing the claims lifecycle i.e. first advice to settlement. Other benefits Cost savings!

3. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20083 Why An Electronic Claim File? Electronic transfer of data and documents, broker desktop to underwriter desktop Concurrent/Contemporaneous Access Transparent and Auditable Process Standard Interface & Sign in Data Integrity and Backup Claims advocacy – broking where it matters

4. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20084 Overview of ECF

5. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20085 Where are we now? Live since November 2006 Over 90 % of in scope new claims now being submitted via ECF Over 95% of brokers by volume live. All active Managing Agents “Live” IUA – 25 firms live and trading on ECF.

6. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20086 Status – Key Deliveries Phase 1 - See all documents in one view Phase 2 - Leader control of file/improved searching Phase 3 - ACORD DRI (receipt of documents) Phases 4/5 – CLASS@Lloyd’s data through GUI, full DRI and seamless link with docs in repository Phase 6a – decoupling - increases percentage of “in scope” claims Phase 6b – delegation to XCS, risk routing COMPLETE Phase 7a – Legacy Claims Flag – enabling Legacy claims, live May 27 th. Phase 7b - Currently being scoped by User Groups.

7. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20087 Current Scope Business Types not supported by current implementation of ECF: Co-Lead Binding Authorities Claims arising from vertically-placed risks Certain Multiple OSND claims Third Party Access to ECF Existing paper claims files (legacy)

8. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20088 Systems Processes & Procedures The ECF Process Guide Broker & Underwriter Collaborative Approach High-level guide NOT a systems user manual or adjusting manual Available on line at www.marketreform.co.ukwww.marketreform.co.uk

9. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 20089 ECF next steps Enhance ECF capabilities to improve functionality. Embed electronic claims handling as business as usual FPD review managing agents’ and brokers’ plans and processes Include electronic processes as part of FPD standards and monitoring Target all in scope new claims by the end of Q1 2008 Mandatory for new Managing Agents and Brokers joining the market FPD improving measurement capabilities to track throughput and service turnaround more accurately

10. 10 © Xchanging 2007, no part of this document may be circulated, quoted or reproduced without prior written approval of Xchanging. IMR Performance since November

11. © Lloyd’sELECTRONIC CLAIM FILE UPDATE January 200811