Restoration & Recovery Services Manchester Claims Association November 10 th 2011

What we do.... Restoration following Fire, Water & Storm Damage Losses all scale - Residential to Complex & Major Loss Services Response focussed - 48hr ‘window of opportunity’ Damage mitigation & control - Triage & Recovery Expert Technical Assessment & Reporting Project Management - ‘solution approach’ Expertise in ALL business sectors Wide ranging recovery experience

BELFOR UK Wholly owned & managed Best Practice, Service Culture Quality & Control Consistency Flexibility National Service Centre Call Centre Claim Administration Logistics support Mobile Network of Technicians Operations Branches

Types of Claims Commercial Major Loss/Complex Loss Commercial SME Landlord & Tenants / Property Owners Domestic/Residential High Net Worth Losses affecting Buildings & Structures Electronics Machinery Documents General Contents Our Services

UK Operations Residential/SME focus 5 Regions - Network of mobile fast response technicians Fully equipped vans Flexible surge capacity Streamlined processes and procedures Centralised control Commercial & Major Loss focus Operations Managers Dedicated Support Team Global resources Tailored processes, procedures, management systems & controls Quantity Surveyor Support H&S Support Team

Structures - Fire Damage Detailed Technical Assessment Chloride Testing & Analysis Emergency Mitigation Decontamination Techniques Mechanical Latex SRF High Level Access Chloride Stabilisation

Structures - Water Damage BDMA Trained & Qualified Technicians Detailed Technical Assessment Drying Methodologies ‘Standard’ ‘Advanced / Target’ ‘Speed’ Moisture Monitoring Remote Monitoring & Control Drying Certification Sanitisation Biological Swab Testing

Machinery Restoration Fire / Water / Acid / Corrosion & Dust Damage ‘First Aid’ through to ‘Refurbishment’ Specialism in all types of machinery: Machine Tools Printing Textile Packing Woodworking Food Production Iron & Steel Plant Rolling Mill Plant Rubber & Plastic Production

Electronics Restoration Dismantle, Repair, Co-operate Various techniques & methods All types of electronics: Audio & Visio Computers & Servers Analytical Laboratories Locomotives & Marine Medical Control Systems Clean Room Telecoms

Document Recovery Largest facility in Europe ‘Thermal Freeze Drying’ restoration process SOLID  LIQUID  GAS Secure collection & transportation Secure processing & storage facilities Fully compliant Personnel Security Checks

Other Services Building works (e.g. strip out, asbestos removal) Oil Remediation (Heating Oil Spills) Leak Detection (Trace & Access) Mould Remediation Bodily Fluid Spills (Trauma Scene) Specialist Waste Disposal Deep Cleaning Specialist Access

Quality Assurance Recovery & Restoration – ‘core business’ Market Leader - Technical & Specialist European R&D facility – Ismaning, Germany BDMA Corporate Member Fully trained & qualified technicians International Training Programmes Internal & External Audit Programmes Customer Satisfaction Programmes Customer Service Awards

Current challenges.... Three core areas of focus: 1.Improve the overall customer journey 2.Reduce the overall claim lifecycle 3.Control the total claim cost

solutions Improved communications Aligned processes Clear ownership Clean handovers Dynamic scheduling of appointments Enhanced services

Sam Dawson - Key Accounts Team Manager M: