These policies are all underwritten by RSA and procedures detailed below also apply to their corporate partners.

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1 RSA inc Corporate Partners 1. General Info RSA manage supply chain arrangements for John Lewis, Tesco Bank and Nationwide. They also have a range of Broker Clients which they provide supply chain services under the RSA Fees for Service business model currently these are. 1. Central Insurance Services 2. Sutton Winson 3. Pen Underwriting via Ryan Direct Group, Intasure, Advent Insurance Services and Vasek 4. Police Mutual 5. Broker Direct (Broker Direct have their own specific P&P/Pricing) These policies are all underwritten by RSA and procedures detailed below also apply to their corporate partners. Supply Chain Management Tool (SCMT) All RSA claims (and some of their corporate partners) are processed via the Supply Chain Management Tool (SCMT) system. There is an XML link between Spectrum and SCMT which means that updates are automatically sent back to insurers when key events are entered into Spectrum. It is therefore extremely important that we make sure that all KPIs are recorded as accurately as possible and in a timely manner on Spectrum as the data will pass between the systems in real time, the information we key into Spectrum will be passed directly to the relevant Insurer via SCMT. RSA Internal Claims Team Query Process Do not contact RSA by telephone for queries on claims which are being handled by their internal claims teams. The following process should be used 1. rsaclaims.supplier@uk.rsagroup.com 2. In the subject bar please indicate clearly what it is that you require a Claim Reference Number b. Missing policy information c. Missing contact information d. SCMT instruction approval required e. Other (please use sparingly) 3. Once your has been received RSA will respond to your query within 24 hours - response times will be monitored by RSA. This process is only for claims where Cunningham Lindsey are not involved. Cunningham Lindsey All adjusting services for RSA are provided by Cunningham Lindsey Adjusters who operate a visit and release claims process for any claim under 10,000 whereby claims are visited by an Adjuster and then passed back to a central team in Glasgow to handle the claim to conclusion. Glasgow RSA team can be contacted using the telephone number and address shown on Spectrum. Claims with a total reserve of 10,000 or more will be handled by a Project Managing Adjuster (PMA) who are dedicated to RSA claims. There are a team of 16 desk based PMA s covering claims for the whole of the UK. These PMA s will instruct Rainbow directly via SCMT. Where the instruction is confirmed as being a PMA Claim it is essential that direct contact is made with the Adjuster to make arrangements for a live video call to be completed during the initial visit, authorisation for additional works can be provided during the initial visit to enable the claim to progress more quickly. The live 2-way video process is called Sight Call. There is also a further option of a recorded video Version February of 7 RSA

2 isite where Sight Call has not been possible. One of these videos MUST be used on every PMA claim. The process to follow/training documents to complete the video uploads for both of these processes can be found on E-Learning. You will still be required to take photographs and complete the required report/quote on Spectrum as with non PMA claims. Additional time spent on site completing these videos should be charged at an hourly rate even where a room rate is being used. Commercial Commercial claims are also handled by Rainbow on behalf of RSA, these will fall into 2 categories. 1. Claims which are commercial as they are tenanted properties, these claims should be treated as domestic claims and priced accordingly. 2. SME business claims which are handled by RSA Claims Team in Manchester or a Commercial RSA Adjsuter and should have the commercial rate card applied. Commercial claims are categorised by RSA as follows: ,000 Standard commercial claim 100, ,000 Large commercial claim (adjuster lead) 500,000 and above Major Loss Team 2. DA Level/SLA RSA & Broker Clients plus VAT. Pen Underwriting - Advent Insurance Services Only No DA Commercial 5000 plus VAT where DA is given, most instructions will be on a quote basis. Service Level Agreements Contact within 1 hour Urgent Visit within 2 working days Non-Urgent Visit within 4 working days Initial Report 3 working days (to include estimated dry time on wet perils) Typed BER Inventory issued within 8 working days of initial visit. Dry Days within 25 days HOC Issue within 24 hours of equipment being removed Invoicing 10 working days of final visit Reportable complaints less than 0.75% NPS score in excess of Authorisation Authorisation of costs must be obtained via SCMT where the claim has been instructed on SCMT. Verbal authorisation can be accepted from the PMA/Adjuster but this will also need to be followed up with formal SCMT approval to allow an invoice to be raised. Please ensure that full details of the works being approved are clearly recorded in tracking with the date/time and name of the person approving the works. When the insurance report is generated it will be auto authorised (if under delegated authority) by the work provider; this will take a short time to complete. During this time the job will be locked so you will be unable to alter costs. If over DA or further instruction is required the job will be locked until the Version February of 7 RSA

3 costs are reviewed and approved by the Work Provider. Where you have POA items which require authorisation please ensure that full details of the scope and cost have been approved with the Adjuster/Claims Handler and a copy of the authorisation or telephone conversation is recorded clearly in tracking. Non SCMT claims Some broker claims (Fees for Service) will not be handled outside of SCMT where they have been instructed directly by the Broker. Authorisation of costs over DA will need to be obtained from the instructing company by sending the report to the instructing company by using the addresses below:- Intasure/Quotedesk: Advent Insurance Services: Vasek: Ryan Direct Group: Police Mutual: claims@intasure.com claims@adventinsurance.co.uk claims@vasek.co.uk prestonclaims@ryandirectgroup.co.uk claims@pmas.co.uk 4. Policy Excess Policy Excess Policy excess will be taken from cash settlements wherever possible. If you are requested to collect excess this must be completed at the Initial Visit. If you are unable to collect the excess at the first visit, you must notify the Adjuster/claims handler dealing within 2 working days of the visit to agree with them that RI are not required to collect this. Rainbow International have a contractual agreement with RSA that we will not issue any CCJ s against their policyholders without their express permission. If the above process is not followed no action can be taken against Rainbow Head Office, the Insurer or the Policyholder for non-collection of excess at the end of a claim. 5. Work on Site All Inventory and BER lists must be room specific and must be signed by the Policyholder. BER Inventories which are issued to RSA or their corporate partners must be typed on excel. Drying Natural drying and target drying of properties should be utilised wherever possible, this could include a PH s heating system. Where a non-standard drying regime would be beneficial please ensure that full details are provided to the Adjuster detailing the benefit to the claim in terms of reduction in lifecycle and the need for strip out as this will provide savings elsewhere in the claim. When approval is provided this should be detailed in tracking. Specialist drying should be invoiced under the specialist drying rate. A second visit to the property should be completed on working day 3 to ensure that drying regime is effective and equipment is being used correctly. The initial report to RSA must confirm an anticipated dry date, this should be updated and amended as required throughout the claim. 5 days before the predicted dry date is reached we must confirm with the Adjuster/Claims Handler that the target date is correct to allow them to arrange building repairs as required. The Handover Certificate must be issued to the adjuster/claims handler and their Version February of 7 RSA

4 nominated builder by within 24 hours of the control reading being reached and equipment being removed. Please ensure the issue of the HOC is clearly recorded in tracking. Leak Detection can be completed for RSA where requested. Where the Franchise dealing has completed training and has been signed off as competent by Head Office this can be done in house, however, where the above competency approval has not been provided by Head Office SOS Leak Detection must be instructed by the Franchise to complete this aspect of the work. 6. Asbestos Testing Under no circumstances should Rainbow complete any asbestos sampling for RSA or their clients. Where this is required please advise the Adjuster dealing to instruct Rhodar and copy this request to Where the instruction has come from a claims team at RSA please advise by e- mail to rsaclaims.supplier@uk.rsagroup.com 7. Asbestos Removal Rainbow must not, under any circumstances, arrange or facilitate the removal of asbestos. Positive results should be referred back to the Adjuster dealing for removal to be arranged. 8. Building Works - Emergency 9. Building Works - Stripping Emergency building works may be completed by Rainbow where there is a duty of care to the policyholder within Delegated Authority. i.e. partially fallen ceilings may be taken down where they are unsafe. Stripping works should be completed by Rainbow where the item in question is damaged beyond repair and will require replacement or where this is forming a vapour barrier. Photographic evidence of these areas should be held on Spectrum. Full stripping scope using the codes within the pricing structure must be provided to the adjuster dealing or detailed to the PMA within the Sight Call or isite video for approval before works are carried out. Please ensure that a clear note of the approval or the is recorded in tracking. Please ensure samples of BER items are left on site for validation of replacement items by the re-instatement contractor Building Works Re-Instatement Rainbow is not contractually permitted to complete building reinstatement works even if this is requested by a Claims Handler/Adjuster or the Policyholder. If building work is required builder must be selected from the Assign 3rd Party section on Spectrum. 11. Electricians/ Plumbers Emergency plumbing and electrical works can be arranged by Rainbow at the agreed rates detailed within the Price List. Re-instatement works should be completed by the Insurer s builder network. Please note do not arrange to repair leaking pipes without the Insurer s authorisation. 12. Electricity Consumption & Gas consumption Electricity and gas meter readings must be taken on any claim where drying is required prior to the equipment being installed and again on the day the equipment is removed, please take photographs to confirm this. This information should be detailed on the report with the standard electricity consumption calculations spreadsheet. Please tell the PH that only the % of power used for the equipment is covered by the Insurance policy and a contribution to the gas if we have advised for this Version February of 7 RSA

5 to be left on to assist the drying process. 13. Floor Covering Replacement Do not appoint a carpet replacement company. Replacement Company must be selected as a Third Party from the Job Details Screen on Spectrum. Laminate Flooring/Vinyl is classed as Buildings if under skirting or beading. If the property is tenanted this should then be referred to the Insurer/Adjuster Dealing as could be covered under Contents. 14. Laundry Laundry can be completed within Delegated Authority at the agreed rates. 15. Electrical Restoration Electrical and ultrasonic restoration can be completed within Delegated Authority at the agreed rates. 16. Final Cleans Final cleans should be done before the builders/decorators are on site. It is the responsibility of the builder/decorator to ensure that they clean any debris etc from works they complete. 17. Sub-Contractors Works can be sub-contracted for RSA, however, where there are fixed prices i.e. removals/storage the fixed cost is the only charge that can be invoiced to the Insurer. Mark up of 12% can be applied to none core business activities. The exception to this is where the works are being completed by another RI Franchise No mark up can be applied to these works. 18. Fraud/Referrals If any concerns are identified on site with the damaged viewed or a breach of policy conditions, these must be reported back to the Insurer or Loss Adjuster urgently. NO WORKS SHOULD BE UNDERTAKEN WITHOUT APPROVAL. Concerns should be identified on SOS via the Technician Report and/or Worksheet and recorded on SE using the Report Fraud field under Tasks as per the Rainbow Process Guide available via ELearning. HO will run a report where the Report Fraud function has been used and will update SCMT manually to remove from DA this must be completed urgently when the report is produced to prevent any auto approval of costs. When concerns have been identified please ensure that you a copy of the report/any photographs to the Insurer/Loss Adjuster as below identifying your concerns in the in further detail where you do not wish to enter on the report:- RSA Send to the Fraud Assessment Hub (FAH) cfu.referrals@uk.rsagroup.com Tel: Fraud Assessment Hub Leader Samantha Huskisson (sam.huskisson@uk.rsagroup.com) Where RSA wish to investigate more serious Fraud Concerns they will appoint The Cotswold Group (TCG) to handle this on their behalf, where they are involved you may receive contact from TCG to discuss any concerns. Cunningham Lindsey Please send this to the Loss Adjuster/Handler dealing with the claim and copy in rsascmt@cl-uk.com. Should approval be received via SCMT the same day, please do not commence work until you have received a specific response to the from either Cunningham Lindsey or RSA s FAH. Version February of 7 RSA

6 We have a target with RSA for Fraud reporting which is 5% of instructions received. 19. Bio-Hazard Bio-Hazard works can be completed, specific approval of scope and cost must be obtained from the Adjuster and the or telephone conversation recorded in tracking. 20. Issue of Reports/Invoices No submission of report or invoice is required where the claim is being handled via SCMT as this is transferred automatically via an XML link. Non SCMT Claims Where a claim is received from the following companies outside of SCMT can you please ensure that you the Broker using the addresses below to acknowledge receipt of the instruction and to confirm when the appointment has been arranged with the customer. Reports and Invoices will need to be sent to the appropriate work provider using the following addresses:- Pen Underwriting Ryan Direct Group prestonclaims@ryandirectgroup.co.uk Intasure/Quotedesk: claims@intasure.com Advent Insurance Services: claims@adventinsurance.co.uk Vasek: claims@vasek.co.uk Police Mutual Reports: claims@pmas.co.uk Invoices: Do not issue invoices these are submitted on a monthly bordereau by Head Office. Please do not include recommendations or cost for any type of betterment within your Insurance Reports (e.g. cleaning of a whole suite one only 1 item has been damaged). Jobs will be closed by the insurer when payment has been made. Franchises will not be able to complete job on Spectrum. Handover Certificates must be ed to the LA dealing within 24 hrs of the property being confirmed back to control reading. 21. Aged Debt Aged debt must be handled via RI Head Office. 22. Pricing RSA Domestic or Commercial price list to be used depending on the use of the property which is damaged, commercial claims where the only commercial interest is that the property is tenanted should be handled on the domestic price list if the risk address is domestic in nature. Highland & Island travel cost can be invoiced to the Insurer with authorisation No congestion charging can be passed to the Insurer No overtime charges can be passed to the insurer Surge Travel Charges can be applied for out of area claims when surge criteria has been met (this will be confirmed by HO). 23. Rebate No rebate applicable to this account. Version February of 7 RSA

7 24. Audit/Financial Penalties Quarterly audits are completed by RSA. Any cost which has been invoiced which cannot be supported can be recovered by RSA. Should any audit produce any recoveries in excess of 1.5% of the total value of claims audited, RSA can apply a recovery to every claim settled within that period to this percentage. Service Credits RSA currently monitor all SLA achievement via SCMT and allocation of work will be based on the performance in all of these areas. Service credits will be applied under the contract if any of the following SLA s are not met over a consecutive 3 month period. Reportable Complaints (0.75%) NPS Score below plus VAT per complaint 2.50 plus VAT per instruction for each claim received in the 3 month period Any recoveries made by RSA will be invoiced back to the Franchise for payment. Version February of 7 RSA