1. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide V1.01/10/2002 AI Questionnaire Page 1 of 6 This is the login screen for AI Questionnaire. Select the database specific to your line of business. For first time users: enter user LAN ID, enter the word password and press Login. If you forgot your user LAN ID select the UAS database and click the Forgot User ID button. Then choose your name from the list. The first time you login your password must be changed. If you forget your password, enter your user name or LAN ID and click the Forgot Password check box to receive your password via email or contact your business System administrator for password. Login Use this feature to create a new claim file review using data imported from the Toolkit. 1. Select File from toolbar and then select Create Review, select Imported Data and then Professional Liability or Surety. 2. Enter a Claim Number and hit Search Icon or select the appropriate field labels a Line of Business., Handling Office and the Analyst Name and click Load Files. Use Filter drop down to search for All, Open or Closed Claims. 3. Note that the right window will display one (in case if the Search is by File Number) or more (if the search is by done using the tree) related files according to your selection(s). Highlight the file required for the review. To clear the table, hit Clear Icon to right of Search. Select the necessary file. NOTE: The columns in the related files window can be switched to suit by left-clicking on the column title and dragging the column in front of another column. The rows can also be sorted by clicking on the column title; and they can be sorted in reverse order by holding down the Shift key when clicking. 4. When all the appropriate selections are made click Select for Review. A split screen form appears that displays the reviewer information on top and on the bottom is the imported information from Toolkit Create [A New] Review (Imported Data)

2. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide UAS/AI Questionnaire Page 2 of 6 Selecting a Reviewee This associates a questionnaire to the review. 1. Select Questionnaire Icon 2. Select the Group associated with Reviewer. 3. Select the Questionnaire under the group 4. Only, if required select Review Period. 5. Click OK 6. Click on Questionnaire Name when it appears in the Questionnaire Form: If Categories (Group of Sections) exist the Category names will appear, Click on Category Name and Section names will appear, Select a Section and Questions will appear on the right hand side of the screen. If Categories don’t exist Section names will appear, Select a Section and Questions will appear on the right hand side of the screen. Attaching a Questionnaire This adds the reviewee to the questionnaire. 1. Click on the Reviewee Icon. 2. Select the name of the reviewee (Note LAN ID is shown) and click OK. Manual Entry of Claim Data- Skip this step if data is imported from the Toolkit Step is required if Data is not imported to AI Questionnaire 1. Select File, Create Review, Manual Input. The will be no Manual Input menu in case if there is only one type of the claims to be reviewed by the Business Group. 2. Select the name of the reviewee (Note LAN ID is shown to distinguish duplicate names) and enter the Branch Code, Case Number and Symbol. When finished click OK.

3. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide UAS/AI Questionnaire Page 3 of 6 Answer each question in each Section by selecting the appropriate answer under the question with your mouse. Or, you can use the Tab key to move from one question answer to another and after the last answer to the next question (even if not currently in view). Shift + Tab to go back one. When you are on the desired answer, hit the Space bar to enter it. Questions from the questionnaire in the right window should be answered, and when a Section is completed, click the Save button. Windows can be resized to allow you to see more by moving window lines or up/down arrows near comments. If a questions answer cancels another question, that question will be disabled automatically. Questions do not have to be answered all at once. ****Adding Recommendations To add Recommendations to a question,Right click on question or click the Recommendation button on the toolbar.For a standard recommendation, select one, review target date and edit if desired by right- clicking on the question, selecting Edit, deleting the target date shown, and entering the one desired (use full-year format: MM/DD/CCYY); then click Add. For non-standard recommendations, type recommendation, enter target date, then click Add. Make sure you Save which attaches the recommendations to the question and closes the window. A yellow tag will appear next to the question with a recommendation attached. To remove or edit a recommendation: highlight the recommendation in the top box, then right click on it and select Remove or Edit in the dialogue box as appropriate. Click Update then Save. Answering Questions Adding Comments to a Section. 1. Click Add, select Comment Type (Best Practice, Training Needs, or General), type your comments, then OK (the comment is added with today’s date), or select a Standard Comment, none available now. 2. To Edit, double click on a comment, change then OK 3. To delete, click on comment, then click Delete Only scores of completed sections will be used in overall review score on main page. Close questionnaire window by clicking X in upper right hand corner or using Exit Icon to get to Main Form. Contact your manager or Business System Administrator to re- open a section completed in error. The manager will be able to click the check mark to reopen the section if he or she has supervisory permission. Close a Review/****Add Subjective Rating and send email notification to the reviewee 1. On Main Form, Select Check Mark on toolbar to close review and see overall score. See CAUTION above. 2. Select subjective rating, then select Mail to reviwee, click OK, and click OK on update. The review will be marked closed and added in the database. An email notification is sent to the reviewee with the appropriate file number. Reviewee is expected to respond to all pending recommendations and update their status to completed when applicable. Contact your manager or Business System Administrator to re-open a review closed in error. The manager will be able to click the Check Mark to reopen the review if he or she has supervisory permission. Use the File menu to create another review or open an existing review. Reviewee Response to Recommendation (Only Reviewees with system access can respond) 1. On the Open Form, the reviewee, highlights group, his/her name and selects loads review. Highlight the review and click on the select review button. On the main form, the reviewee will see subjective rating and overall review score. 2. To print the review first - questionnaire questions, answers, recommendations and comments - see Print a Review on next page. 3. Select the Questionnaire icon to go into the questionnaire. Update each recommendation when it is completed. For each question with a yellow note icon, either click on it & then right click on the question, or use the note icon on the tool bar to open Recommendation Form. Checking the box next to each recommendation on the top half of the screen will mark it completed as of today’s date or you may enter the completion date. Click Save to retain the response. (Note: the icon will turn green after all recommendations on a question have been updated and marked as complete.) Completing a Section & Closing Questionnaire After you have clicked the Save Icon, select the complete section icon to complete section. CAUTION: Only select complete when you are sure you are done. Completed sections (and questionnaires) can only be reopened by someone with Supervisor Permission. The manager, with supervisory permission, will be able to click the Check Mark to reopen the section.

4. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide UAS/AI Questionnaire Page 4 of 6 Open an Existing Review To resume a review in progress use update recommendations on a closed review or to Open Existing Review feature. 1. In the File Menu, select Open Review. The Open Review window opens. 2. Select a group from the list and then select the review and reviewee and click Load Review. The reviews are populated in the pane on the right. Or Use Create Date Filter to only Load Reviews that meet Selected Parameters (Review Status Option - Open, Closed, All -; Type a Date in Review Created On or After Input Box; Select a Group and hit Load Reviews. Or Click on Binoculars to Search For a File Number to be entered 3. Highlight a review and then click Select Review. 4. On Main Form, select questionnaire icon to open review. Change Password 1. Select File, Change password. 2. Enter the new password and click update. Print a Review 1. With the review displayed on the Main Form, select File Print Review or click Printer Icon on toolbar. Questions, answers, recommendations and comments are automatically selected (click to deselect). Select OK. Review is produced in an Excel spreadsheet that is displayed and can then be printed or saved. 2. After the review is displayed in Excel, select from the File Menu Page Setup: Landscape; and Print 1 Page Wide by 99 Pages Tall or print Portrait. Then select Print. Click in upper right hand corner to close Excel. Remove (an Existing) Review To delete an existing review and if you have Supervisor permission, follow step 1 and 2 above then highlight a review and choose Remove Review. Move (an Existing) Review From One Group To Another With Group Supervisor Permission, Click on Review, Right Click and Click Move Review (See above). Choose Group to Move To in Dialog Box. Reports All reports use the Reporting Database that is updated each morning by 7AM. Today’s online updates will be reflected the next business day. Reports Menu contains an entry for each report that is available. Select Report, choose selection criteria, click OK to produce report and Page Setup Landscape 1 Page Wide + 99 Pages Tall, Print, click upper right corner X to return to AIQ. 1. Question Analysis. Report lists question total count, choice, answer count, answer % for each section of a questionnaire. The following filters/selection criteria are available: AIQ Partition (Questionnaire Type); Questionnaire; Question Label ;Group Cluster; Group; Reviewer; Reviewee; Review Creation From & To Dates; Review Status (Closed/In Progress); Review Closed From and To Dates.

5. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide UAS/AI Questionnaire Page 5 of 6 Reports (continued) 5. Review Statistics. The following filters/selection criteria are available: Report Options (Cluster Summary, Group Summary, Reviewer Detail ); AIQ Partition (Questionnaire Type); Group Cluster; Group; Reviewer; Reviewee; Review Creation From & To Dates; Review Status (Closed/In Progress); Review Closed From and To Dates. Totals are calculated. 6. Review Score Metrics. Provides the review score, review rating, category scores, and section scores. The following filters/selection criteria are available: Report Options (Reviewee Detail, Reviewee Summary, Group Summary); AIQ Partition (Questionnaire Type); Questionnaire; Group Cluster; Group; Reviewee; Review Creation From & To Dates; Review Closed From and To Dates. Notes Frequently Asked Questions On next page Note: There are some optional features in the system 1. Adding Recommendations This feature requires reviewee to have Access to the System to respond to the recommendations. Standard recommendations can be setup by the System Administrator in the Questionnaire Builder. 2. Subjective Rating The availability of this feature depends on whether it is part of the questionnaire itself. Upon closing a questionnaire on the main form a list of subjective rating such as exceeds expectations, meets expectations or needs improvement can be attached to the review. Copy/Paste function AIQ Cut/Copy/Paste feature installation Instructions: 1. Click on the following link Copy Paste Utility 2. Change the setup option to “Open this file from it is current location” 3. Click “Next” 4. Setup is completed. Please note: If the installation is not successful the following message will be displayed “Unable to install Cut/Copy/Paste feature. Please Contact AIQ team technical support for instructions." Copy/Paste should be done by highlighting text, then using [Ctrl] C to copy, and [Ctrl] V to paste.

6. http://aignet.aig.com/isg/ help desk: 1-800-HELP-HLP User’s Quick Reference Guide UAS/AI Questionnaire Page 6 of 6 Frequently Asked Questions 1. I am trying to log in for the first time and I am getting the gray screen and nothing happened. Close all your applications and try again. Be patient, this process may take up to 30 minutes. After 30 minutes, if nothing has happened do the following check your c: drive space and install plug-in. -Check Free Space information. Right click on C: drive in Windows Explorer or My Computer. Go to Properties. Make sure you have a least 50 MB of Free space available. -Application requires Java plug-in to be installed. Try to install plug-in by entering the address into the address box on the AIG Home Page and clicking Go. http://172.20.193.100/aiq/plug-in/1.3.0_01/j2re-1_3_0_01-win.exe -After installing plug-in try to login again. You may try to launch the application by using its log in page as a favorite or its address, however it is better to go via What’s New Page. http://172.20.193.100/aiq/AIQHome.html 2. I am trying to log in for the first time and I don’t know my password. On your initial login your password will be password. You will be prompted to change your password at this point. If you have used the system and forgot you password, then select the forgot password box and the password will be sent via email. 3. I am trying to log in for the first time and I don’t know my LAN ID. If you forgot your LAN ID called User ID on the screen, click Forgot User Id button and select Your Name from the User List. 4. I selected the database, entered my LAN ID and password but I still cannot login. Try Forgot User Id and select your name from the user list. If you still cannot login, you may not been setup properly and probably have system “No access” access level. Contact your Company System Administrator to get an appropriate access level. 5. I cannot create new reviews and I am only able to open existing reviews You don’t have Reviewer access and that is why you are only able to open existing reviews to respond to the recommendations. Contact your Company System Administrator to get an appropriate access level. 6. I finished one review and want to start another. Do I need to exit the system and start from the beginning. No, you don’ t need to exit the system completely. Go to the File menu and go to Create Review. 7. I don’t know how to print the review. See instructions in the Users Quick Reference Guide.