world Cup Project by Kadu Mendes

Crawford & Company’s Response to the Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Index Executive Summary

Delivering the World Cup– Risks & Issues

Our Proposal

People

Process

Technology

Quality, Audit & Environmental Issues

Fee Proposals

Added Value Services

Conclusion

List of Appendices

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Executive Summary

Crawford & Company (Crawford) is delighted to respond to this proposal issued by Royal & SunAlliance (R&SA) in respect of loss adjusting services to the World Cup Delivery Authority (ODA) with effect from 24th October 2007 for a period of approximately 7 years. Winning the bid to host the World Cup in 2014 was a major sporting and PR achievement for the BRAZIL, and the significant plans in place are designed to not only deliver a magnificent series of events that will showcase the best of Brazilian, but to leave a continuing legacy of sports facilities and related infrastructure for generations to come. Brazil won the right to host the event on 30 October 2007 as the only country to enter a bid. The opening ceremony will take place on 12th June 2014. The World Cup that follow them, will be great events providing memorable moments for millions in Brazil and across the world. Amid the spectacle and fanfare that surrounds the World Cup in their goal to promote sporting excellence and achievement, it would be very easy to overlook the sheer magnitude of the construction and engineering challenges envisaged in the timely and efficient delivery of this substantial project. Put simply, they are huge, and their overall impact on the civil engineering, building and design industry will be felt throughout the BRAZIL and conceivably far beyond, given international sourcing requirements. Shortly after the historic announcement in 2007 Crawford set up a special World Cup Taskforce under my direct sponsorship – and the tagline “When Performance means Everything” was developed as Crawford’s very own vision for the World Cup. Just as a top athlete will put years of hard training into perfecting his/her skills to deliver the very best performance for the World Cup, ongoing success for Crawford is directly related to our high quality loss adjusting and technical claims management performance for our clients. The Taskforce comprises senior Crawford executives and market-leading technical adjusters. It has met regularly, with the brief to identify the risks and issues arising from the World Cup and to ensure that Crawford’s extensive resources and detailed processes are directly aligned to delivering a world class adjusting service before, during and after the World Cup.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

The Taskforce has made excellent progress in understanding the risks associated with the World Cup and establishing expert teams to address the likely claims impact. As such, the timing of this opportunity is very appropriate and we are well prepared to assist. From our initial review of the RFP documentation, Crawford understands the principal requirements of the R&SA and the ODA to include:A high profile on site A defined “World Cup Team” which will deliver technical expertise and a fully proactive settlement strategy Delegated Authority on Property and Liability claims An approach which supports the required business and claims philosophy and associated brand values Handling of uninsured losses

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To assist R&SA and ODA in reducing its carbon footprint and demonstrating its commitment to sustainability A service which is easy to access/use.

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Crawford & Com pany •

Crawford is the world’s leading independent claims management service provider with nearly 10,000 staff working in over 700 offices in more than 70 countries. . Our services, inter alia, include specialist technical services, loss adjusting, claims management, systems and data management, global treasury management, healthcare management and fraud detection. Crawford also has strategic alliances with other specialist service providers to complement and support our own offerings where appropriate. Crawford is registered on the New York Stock Exchange under CRD-A and CRD-B. We have made significant investment in solid corporate governance practices, sound financial controls and operational integrity. As a result, we are fully compliant with the requirements of Sarbanes Oxley, the FSA and other European legislation. We are also an environmentally friendly/aware organisation, with detailed environmental policies and protocols in place. We are truly independent, financially stable and have no conflicts of interest in respect of this tender. Crawford has the commitment, skills, resources, IT capability, the experience and the World Cup vision required to meet the specific needs of Royal & SunAlliance, the ODA and other interested parties. Over many years, Crawford has gained extensive experience in designing, implementing and managing claims portfolios and integrating them into a programme with the minimum disruption to the clients’ ongoing business. Crawford enjoys a significant global relationship with Royal & SunAlliance dating back many years, and is R&SA’s existing sole provider in the BRAZIL in relation to property loss adjusting.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Crawford’s Proposal Our aim is simple – to settle each claim on the best possible terms within the shortest possible time period. The result is a better service for our client, their policyholders and other stakeholders, with the added benefit of a reduction in indemnity costs. In this document we will discuss the Risks & Issues facing the ODA and also demonstrate a claims solution utilising Crawford’s proven “People, Process and Technology” approach. Additionally, we will consider Environmental Issues, Value Added Services and the other parameters detailed within “Document 2 – Statement of Requirements”, as requested. In summary, our service will comprise:• • • • • • • • • • • • •

A dedicated Account Manager: Mike Skingsley, our Head of International Construction, with extensive experience of such major projects A centralised focal point into our Trinity Court, Brazil office, with 24/7 notification in case of emergencies Satellite office to be established on site in Stratford, as required Access to the largest construction and engineering claims team in the BRAZIL, totalling 36 professionals, of whom 18 are physically located in Brazil and the South East World leading property and liability adjusting resources, with proven expertise in managing high profile programmes Pro-active management of service levels and adjusting/reporting performance Access to the wider expertise of Crawford’s other services, as required A commitment to continuous improvement through proven audit and review practices Commitment to supporting R&SA and the ODA’s brand values, business and claims philosophy, image and reputation Commitment to supporting R&SA and the ODA’s positive environmental stance Leverage of Crawford’s extensive IT systems and developments to support the claims process An understanding of the sensitivity of the types of claims involved A solution which is flexible to adapt to any future requirements of R&SA and the ODA.

We are delighted to have this unique opportunity to present our proposals for this truly historic undertaking. Our proposals have the full backing, support and commitment of Crawford’s entire Executive Management Team. We are confident that we can provide you with a world class claims service and we look forward to further discussions and to refining the process, as necessary, to achieve your stated objectives.

Ian V Muress, Chief Executive Officer Crawford & Company Europe, Middle East and Africa

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Delivering the World Cup – Risks & Issues Early Risk Issues Over a period of many months the Crawford World Cup Taskforce has considered what the risks and issues associated with a successful World Cup delivery truly are. This has involved an internal dialogue and regular communication with over 40 of our senior staff and adjusters, seeking their views and opinions on what they consider to be the most important Risks and Issues in relation to the World Cup and possible concerns during the construction and commissioning period. Many of these individuals have deep experience of specific complex loss situations. They are specialists in physical damage, liability, contingency and pollution related claims. They are drawn from construction, engineering, liability, major loss and contingency areas of our organisation. Crawford also has market leading figures in Roger Stokes and George Moss in the area of Terrorism, including Chemical, Biological, Radiological and Nuclear (CBRN). The main concern explored issues around ‘Failure to complete the facilities on time’. The late completion of any critical facility would present a major problem to ODA and LOCOG. Another major concern is ‘Any non-availability’ for The World Cup, for whatever reason. As with any major construction/engineering project, there is often a time/cost/specification trade off. In this instance, the “fixed” completion date means the trade off is reduced to a delicate balancing act between cost and specification and programme. We have already seen some slippage in the latter since the original World Cup bid was won, for example when the first design for the Aquatic Centre was rejected on cost grounds and the start date postponed. These risks could be caused or exacerbated by many risk exposures. In the early stages, we see the following key risks and exposures: • •

Continued decontamination problems Key plant item failure

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

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Shortage of sufficient skills and resources

Any major failure of critical plant items will cause a delay. Canary Wharf suffered such a problem some years ago and this resulted in a very complicated contractual repercussion and HSE involvement. Crane failure and collapse has also been a recent focus of attention in the press. •

Access Issues

This is always a potential problem. The World Cup site has land, water and rail access issues. Hence, problems are possible with all forms of access and also by other potential problems of interference in the vicinity of the site. •

WW2 ordnance discovery

There is always a potential unknown with ordnance, especially in the Brazil area. This could raise major problems when dealing with the structure foundations and in ground services. Many of the above risk issues may not directly be ‘insured’ events but they will have an effect on the calculation of insured and uninsured losses. •

Flood disaster

With the changing weather patterns and with recent experience of heavy flooding in the BRAZIL, the communication tunnels and any ‘in ground’ construction must be at risk. The proximity of the river Thames must also be a potential exposure and the possibility of flooding is conceivably of ‘disaster’ potential. Whilst these risks are particularly critical in the early stages, they also continue to be potentially dangerous throughout the construction period. Main Construction Period Risk Issues Crawford sees the following critical risk issues:• • • • • •

Financial failure of key consultants, contractors or sub-contractors Serious construction defects, especially when discovered at a late stage General transportation and temporary storage problems Transit problems, including those from outside the BRAZIL Strikes or industrial action Technology failure

Whilst not all of these are directly insured risks, they are potentially insurance-related and could individually and collectively have an effect on the risk exposures and the application of insurance. The unexpected failure of a key party has an inevitable knock-on effect and the potential to develop into a major contractual dispute. There have been many major project sites which have had major defects discovered, including several at a late stage. Specific arrangements for temporary storage of materials has, on occasions, itself been the

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

cause of difficulty. An approach to risk management, which was perceived to be a ‘good idea at the time’ has often brought another exposure into the frame. We have no doubt that technology will be an important risk issue, as ‘new’ technology is likely to be a very visible way for the World Cup. In respect of the ‘expected’ construction ‘damage’ exposures we see these being handled with care and expediency. There will be contractor to contractor exposures where one contractor causes damage or loss to another contractor’s works. With the myriad of contractors and subcontractors involved this is likely to be complicated. This is something which experienced Crawford adjusters have to deal with on a regular basis. The extent of policy coverage is important. At this stage we have not seen the policy wording. There should be a procedure where all parties are guided to understand the extent of coverage provided and how the claims are to be notified and processed. Crawford would expect to be a critical team member in this regard. Major Impact at Late Stage Risk Issues Nearer the time of the World Cup construction will be well advanced and approaching the time for even deeper focus on the completion of all facilities and the need to carry out trials in just about everything to make sure specifications and expectations are actually achieved. This is when further risk issues may have a major impact on final delivery. Crawford see these risk issues as including:• • • • • •

Serious commissioning problems Failures in the communication systems through technology and process faults Intermittent or prolonged power failure under full load Acts of or threat of Terrorism, including Chemical, Biological, Radiological and Nuclear Major stadium defect, damage or even structural failure Any non-availability for the World Cup due to late completion of specific elements

Security will always remain a number one priority at any major event, none more so than for the World Cup. There is a very real threat of terrorism given the current climate and that danger is not limited to specific World Cup sites or transportation links. We only have to cast our minds back to the Atlanta World Cup in 1996, which were given a dramatic start on 27th July during a concert held in the Centennial World Cup Park when a terrorist bomb killed one person and injured a further 110 people. This park appeared to be part of the World Cup located next to the site of the main competition venues, but was not actually a part of the World Cup security system.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Crawford has people highly experienced in dealing with these areas of loss to the extent they may be insured. Other major impacting risk issues We have also considered other risk issues which may affect ‘Delivery’ and the success of the World Cup, which are not necessarily Stratford 2014 site exposures; • • • • • •

Late delivery of the World Cup village or some defect or unsuitability Concerns about crowd control issues Issues of availability of alternative venues, should this be necessary Awareness of potential ticket fraud Failure to obtain safety approval Any problem or failure with transportation systems which may limit passenger flow

Crawford has been involved in numerous high profile losses over the years, a number of which are referred to later in this proposal. We therefore have significant experience throughout our Global Technical Services and our Major Incident Teams of losses in the areas referred to above and can guarantee a prompt, efficient and effective response in all loss situations. Liability Risk Issues During the construction and commissioning periods there are the obvious liability exposures to consider. There are also some which are not so obvious. •

Contractor v Contractor issues

These exposures can go beyond the obvious of personal injury and property damage. There is also the indirect ‘operational’ impact to individual contractors and subcontractors together with their additional costs following some event or delay. There are many other factors which could cause serious delay or disruption and bring about contractual dispute, potential delay and additional cost. Identifying what is insured and what is not insured in such circumstances is likely to be complex. •

Environmental pollution and nuisance to surrounding areas and facilities

Such exposures will inevitably arise with such a large World Cup site in this congested area. •

Interruption of rail links

This has to be a possibility. The CTRL line will be in operation as will all other existing lines. Any interruption caused by the World Cup works will be expensive. •

General personal injury and Third Party property damage

These are the normal construction exposures which should be kept to a minimum with good risk management.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Outside Stratford There are numerous construction activities outside of Stratford. Crawford has excellent adjuster availability particularly in Brazil and the South where these activities are to take place. For example there will be:• • • • • •

Greenwich - equestrian in the park, badminton and gymnastics in the 02 Arena Broxbourne - canoeing Eton - rowing Hyde Park - cycling and triathlon Weald Country Park - mountain biking Weymouth - sailing

These locations, some temporary, are all likely to require upgrading of some kind or temporary facilities critical to the functioning of these activities during the period of the World Cup. Outside the BRAZIL With a project of such size and complexity there will be a massive amount of materials and equipment being sourced from outside the BRAZIL. This will bring with it the need for control and local checking of items prior to delivery to site. For key items to arrive damaged, arrive in an unacceptable condition, or to arrive not in accordance with specification will not be acceptable. There may be the need for temporary storage. This presents issues of location suitability and security. Such storage could be in the BRAZIL or anywhere in Europe or elsewhere. Transit could be by many alternative means. Marine cargo, RoRo ferry, air freight etc. Crawford is a large international organisation represented in 63 countries worldwide. We are therefore able to utilize local resources, where appropriate or call upon BRAZIL expertise as necessary, to deal with any claims issues arising at any location for such materials in transit.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Our Proposal Overview We can confirm that we are able to comply with each of the specific points outlined in your Statement of Requirements and our proposal is intended to ensure that we provide an industry leading response to the 2014 Brazil World Cup Project policy requirements. We will provide this via:• •

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A designated team of qualified adjusting and support staff who live and work in the Brazil area. The team will be led by Mike Skingsley, Head of International Construction and will initially be formed from specialist adjusters from within our Brazil International Construction and Engineering team. Mike Skingsley will be supported at “executive” level by Mark Bass, Head of Strategic Loss Management and Suzanne Kearney, Technical Head of our Casualty division and together we will ensure the team evolves as the Project develops to include adjusters with experience relevant to the changing nature of the risk. The maintenance of a highly visible, accessible presence on the Project by way of an office to be provided by the ODA in the main Project administration area and staffed by members of our designated Project Team. Alternatively, and perhaps of more practical application, by arranging a monthly (or at periods to be agreed) “surgery” at the Project offices where issues can be raised by participants in the Project. In this regard, we would point out that our Brazil office is situated in the City of Brazil and Stratford can be accessed within 30 minutes via public transport. Access to Crawford’s global resources. A project of this nature will involve off site activities and the procurement of materials on a global basis. Our Project management team each have extensive experience of working with our network of offices outside the BRAZIL and will be able to merge the benefits of local investigation with the experience of handling claims internationally, a skill set in its own right. The use of our market leading e-claims system for the notification of losses, financial control, reporting and loss management. The ease with which claims and incidents can be notified; processed and monitored will be a key issue in the successful management of the claim process. We provide information later of our market leading account management system, e-claims and how it will be a core part of our management process. The use of proven financial procedures to achieve prompt, secure settlement of claims under the delegated authority scheme. Crawford are responsible for the efficient operation of many delegated authority schemes on behalf of the insurance and risk markets, including Diageo, Amex and GKN. A solution which is flexible to adapt to any future requirements of R&SA and the ODA Utilising the security a long term project nomination will bring, we will be in a stronger position to recruit young professionals to assist

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

our World Cup Project Team. Using the experience within the business to provide mentoring and formal training via Crawford College, we will be able to increase the pool of trained Adjusting staff in the BRAZIL. This will contribute to the legacy aims of the 2014 World Cup at a time when succession planning for the future is an industry-wide issue. Our proposal in response to your Statement of Requirements (SoR) is set out below and can be summarised under 4 specific headings:• • • •

People; Process; Technology; Quality Audit, Review & Improvement

People The 2014 World Cup facilities lie, for the most part, within Brazil and the South East. It is a development that will initially be concentrated on construction, engineering and associated liability risks, will move to something more akin to a property risk as the facilities are completed in the lead up to the World Cup, before reverting to a construction risk during the legacy phase. Acknowledging the varying nature of the risk we have identified three senior players to form the core management team for the duration of the Project: Mike Skingsley. Head of International Construction – Technical Mike will take the role of Project Manager and be responsible for the effective delivery of all aspects of our delivery. He will also be responsible for the activities of the International Construction and Engineering team. He has more than 20 years experience as a Loss Adjuster, having previously worked as a civil engineer on projects throughout the BRAZIL. Suzanne Kearney. LLB (Hons) Solicitor

Head of Casualty – Technical

Suzanne has handled liability claims for Crawford for almost 20 years and will be responsible for the handling and technical review of liability claims. She will take the lead role in the event of any major liability incidents. Mark Bass. FUEDI-ELAE FCILA FCII Management

Head of Strategic Loss

Mark works within the Corporate and Major Incident team and will be responsible for property losses and assisting in the co-ordination of our response of major losses via the Crawford Strategic Loss Management initiative. He has more than 30 years experience as a Loss Adjuster Project Team

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Given the early focus on construction, engineering and associated liability risks, we propose to utilise staff from the Brazil International Construction and Engineering (ICE) office to form our Project Team. The ICE team within the BRAZIL comprises 36 professional staff, of which 18 are based in Brazil and the South. It is also an expanding team, having recruited 6 new Adjusters in 2007. We have a strong commitment to training and succession planning; two of our recent recruits have joined as trainees and are participating in an educational programme, both formal and “on the job”, working with our experienced team members. A listing of our team, showing qualifications, locations and skills is appended to this report as appendix 1. Our initial Project Team, to be reviewed and increased as the Project gathers pace will be:-

Mike Skingsley Peter Barnsley Charles Winterton Tom Howard John Sullivan Mark Shneier

Project Manager Construction Risks Mechanical and Electrical Construction and Engineering Risks Liability Liability

Mike Skingsley BEng, CEng MICE ACILA – 10 years as civil engineer followed by 23 years as loss adjuster dealing with construction and engineering risks worldwide. Responsible for client liaison, management of response, outputs and lead on major loss. Mike joined Crawford as a member of the Crawford ICE management team in 2001. He is currently responsible for the management of account and projects on a global basis. Peter Barnsley BEng (Hons) – 13 years in the construction industry plus 15 years as a loss adjuster dealing with construction and engineering risks worldwide. Peter will be the lead adjuster on construction and engineering claims for the 2014 project. He joined Crawford in 1998. Peter is currently responsible for our activities on a number of BRAZIL projects and annual accounts. Charles Winterton BEng ACII ACILA – 8 years in the mechanical and engineering industry and 21 years as loss adjuster dealing with mechanical and electrical claims and investigation of engineering claims. Charles joined Crawford ICE in 2004. Tom Howard ACII, IEng, MIPlantE, MSOE – 14 years as an engineer, 17 years as an engineering claim manager and, more recently 6 years as adjuster. Tom lives in New Forest and will deal with losses in Poole/Weymouth. He joined Crawford in 2007. John Sullivan BA (Hons) Cert CII – an insurance company trained liability construction specialist. He joined Crawford ICE in 2000 after 5 years with a leading BRAZIL Insurer.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Mark Shneier BA (Hons), ACII, Chartered Insurance Practitioner – experienced senior liability adjuster, with 22 years claims experience. He is a specialist in construction related risks, including party wall matters and 21.2.1 claims. He joined Crawford 2007. This core team will be supported by the remainder of our 18-strong Brazil ICE team and the wider resource within ICE BRAZIL. This will enable us to increase the size of our Project Team as required and also transfer work internally should a major loss occur, thus minimising the impact on our other activities and clients. Further support can be provided by liability and property adjusters from our Chelmsford, Watford and Croydon offices, many of whom have experience in the handling of construction related risks and these offices will provide the pool from which we will draw appropriately experienced Adjusters as the Project develops. In order to keep this document to manageable proportions, we have only provided a CV for the team members mentioned above (appendix 2). We can provide information relating to the wider ICE, CMIT and Casualty teams at your request. Strategic Loss Management The BRAZIL Corporate & Major Incident Team which operates within Crawford Global Technical Services (GTS), comprises 46 professional staff of whom 27 are based in Brazil or within 2 hours travelling time. The range of professional skills is wide, encompassing, in addition to chartered adjusters, individuals qualified in building surveying, accountancy, valuation, structural, mechanical, micro-structural and chemical engineering, damage mitigation, metallurgy and the law. This market leading team has broad and deep experience, augmented by the availability of further GTS capacity beyond BRAZIL. Crawford have recently launched the concept of “Strategic Loss Management” under the control of Mark Bass. Whilst it has been developed by our Property and Major Loss divisions, it is a method of working that can easily be exported to assist in the handling of Construction, Engineering and Liability claims. The main features are:• • • • • • • • • • •

Dedicated resource at Strategic Loss Manager level Multi-layered team structure which we can bespoke Comprehensive resource base Peer review function Transparent reserve modelling Strategic loss management plan including project plan/cashflow and reserve tracker/executive summary. Innovative reporting and data presentation At a glance ‘dashboard’ summarising key financials, issues, milestones Clear and pre-defined communications strategy and timetable More efficient and meaningful liaison with stakeholders, including post loss review Focus on strategic direction and shortened life cycles

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

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Executive overview

Liability It is envisaged that the majority of liability claims arising during the construction phase will be handled with the Brazil ICE team, as outlined above, led by Mike Skingsley & Suzanne Kearney. However, in the event that a large scale incident occurs, requiring additional support, we are able to call upon the assistance of the Crawford Liability division, who employ 72 specialist Adjusters across the BRAZIL, 21 of whom are based in Brazil and the South of England. Within the Liability and ICE divisions, we have the capacity to respond to a major incident by rapid deployment of our adjusting resource on an immediate basis. By utilising the assistance of our Corporate Claims Solutions (CCS) division, we are able to project manage a response to any major Liability incident by:-

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Setting up an incident helpline manned and staffed 24/7 Being on site liaison with government agencies, police and other emergency service Organisation of forensic investigation Management of claims intake Drafting of protocols for claims handling and paperwork for claims management

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

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Field investigation of claims as needed Desk top analysis of suitable claims Management of third party solicitors Management of own solicitors Settlement of claims according to agreed parameters

With the wealth of technical experience that we have within Crawford and the high level of our project management skill set, we are able to deal with any type and level of incident, which has been proven by our involvement in a number of recent major incidents including Buncefield. We have a vast amount of experience in dealing with the risks linked to responding to major incidents and have a robust conflict protocol, which includes a strict notification process, conflict coordination team, disclosure rules and client communication guidelines. This is all underpinned by our internal regulation and compliance modules. All Liability staff have licences which are reviewed periodically and some 20 adjusters BRAZIL wide have specialist skill sets around the handling of Construction Liability issues, and the nuances that arise therewith. Project Monitoring/Accelerated Costs The State of Requirements indicates that a specialist adjuster will be appointed in connection with Accelerated Costs claims who will be retained to work with the Programme Management Office to monitor progress. We have assumed for the purposes of this Response that the appointment is outside the scope of this Response, however we confirm that we have the ability to undertake this function, albeit we may utilise the services of an external service provider to support our Adjuster, since monitoring on a complex claim may require access to, and familiarity with, specialist software compatible with that utilised for the Project. Crawford Global It is clear that the scope of this Project means that resources and materials will have to be sourced from around the world. Crawford are represented by over 700 offices in 63 countries and the International Construction and Engineering team are in constant contact utilising our network of offices to carry out investigations at local level, speedily and cost effectively. We have agreed handling protocols with our global network via the Crawford Passport system, ensuring the appropriate level of service on each occasion. Briefly, the Passport System is a formal assignment instruction from the originating office, in this case Brazil, to the assisting office. It provides a detailed overview of the nature of the service required from the assisting office including the timescale and the skill set of the assisting adjuster. The collective experience of our people is illustrated in the following brief case summaries:-

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Gerrards Cross On 30 June 2005, pre-cast concrete arch sections being used to form a tunnel around the busy Chiltern Rail line suffered a sudden and catastrophic collapse, blocking the line with thousands of tonnes of concrete and fill material. Two senior members of the Brazil International Construction and Engineering team were on site within hours. They participated in the initial disaster team which was established to review the problem and agree a strategy which would lead to the early re-opening of the line, a main line from Brazil to Birmingham and a busy commuter route. During the following days a representative of Crawford’s ICE team was on site almost 24 hours a day and, indeed, we were present when the first of the collapsed arch sections were exposed and lifted clear in the early hours of the morning to record the process. The claim process has been complex, led by our designated Project Manager, Mike Skingsley. We have been responsible for the appointment of consulting engineers to investigate causation, negotiations with Network Rail, Chiltern Railway and local businesses and home owners, all of which have made claims in their own right, liaison with the complex insurance market and their appointed solicitors and, of course, the agreement of quantum with the employer, contractors and other parties associated with the recovery and repair process. BRAZIL Floods 2007 The BRAZIL saw the worst floods in living memory during June and July this year. Their impact is estimated to be around 20 times greater than the Carlisle flooding in January 2005 and has presented the BRAZIL insurance claims management industry with one of the most challenging times that it has seen in decades. Crawford found itself in a surge situation in mid June with an above average claims intake and again in July with claims volumes increasing exponentially. Well-rehearsed Business Continuity Plans were quickly invoked. Claims were triaged to identify the most urgent need with priority given to the elderly, sick, families with children or other special cases. Claims contact centres were open 24 hours a day, including weekends, with additional staff recruited. A Command Centre was established in Northampton along with an Alternative Accommodation Bureau which worked closely with Crawford’s procurement department to assist with this vital issue. Communication infrastructures were flexed to handle a significantly increased volume of calls. Regular outbound communications to policyholders designed to provide both general reassurance and specific information about the situation were issued too. This included a dedicated ‘BRAZIL Flood Centre’ webpage about the general role of loss adjusters, practical flooding advice and details regarding alternative accommodation. Crawford was also able to draw on adjusting

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

resources from overseas offices to help process claims more quickly. Even some retired adjusters returned to support the industry at this time of need! Regular client communications were distributed by Crawford’s Account Managers to clients and posted on the company website, together with daily dialogue to address specific claim volume, capacity and client service issues. Crawford continues to work hard to help get people back in their homes and businesses with minimum delay and without excessive cost. Mark Bass, a member of the Crawford World Cup Project Team was instrumental in the development of our response and his involvement continues in his capacity as Head of Crawford Strategic Loss Management.

Process The Statement of Requirements outlines a process whereby the Adjuster will receive and record all notification, provide monthly bordereau on claims to a value of £25,000 cross class, excluding some types of injury. We propose using our e-claims system for this purpose. e-claims is used throughout Crawford and our ICE team currently utilise the system for the management and control of a large number of project and contractor accounts including: Bovis Lend Lease, Countryside Properties, Hammerson Properties, and Aspire Defence, each of which is a multi party, multi location account. We propose all incidents and claim will be notified by nominated staff from within the ODA, Project Managers and/or Contractors, via a protocol to be agreed, utilising Crawford e-claims. Details of how we will apply e-claims to the benefit of the participants to the Project are shown within the Technology section. The registering of an incident/claim will generate an automatic email alert to senior members of the Crawford Project Team who will review the alert and decide upon the action required and the appropriate Adjuster handle the work. The alert will be acknowledged immediately upon receipt and the e-claims record updated to confirm the action being taken. Investigation will proceed in accordance with traditional Adjusting practices, with enquiries being undertaken and reports issued as dictated by the Service Level Agreement, which will be based upon the detail incorporated in the Statement of Requirements:• • •

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Claims within the deductible – handled on behalf of the ODA via an agreed process Claims below £25,000 (ex serious injury) – handled under Delegated Authority with reporting via a bordereau procedure. Crawford to manage the claim fund. Claims between £25-100,000 – traditional claim handling but with an abbreviated reporting format. We recommend the format of the report would involve the use of a single page identifying the parties involved, details of loss under headings and a reserve information, plus an explanatory paragraph. A sample report is attached as appendix 3. Claims above £100,000 – traditional claim reporting with full reports issued via JLT.

Request for Proposal for the Provision of Loss Adjusting Services to World Cup Delivery Authority Private and confidential® Crawford & Company 2011

Notification of loss by ODA, Project Managers and/or Contractors via e-claims (Protocol to be agreed)

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Within Deductible (handled on behalf of ODA) Process to be agreed

Crawford Project Team Automatically generated email via e-claims alerts senior personnel (Mike Skingsley/Peter Barnsley) Claim allocated to appropriate adjuster e-claims updated immediately to reflect action taken

Delegated Authority (£0 - £25k) Handled under DA with reporting via a bordereau procedure

Between £25k - £100k Traditional claims handling with an abbreviated reporting format

Above £100k Traditional claims handling with full reports issued via JLT

Technology Crawford has invested heavily in all aspects of technology to support the claims process and assist in the operation of the business. The systems are designed and developed by our in-house IT team to ensure it is “fit for purpose” from the perspective of Crawford and our Clients. We currently work with the systems: - BRS2, our main system in workflow that helps, stores, controls and manages all aspects of the claims.The benefits of BRS2 for clients can be summarised briefly as the following:-

• • • • •

SLA driven workflow High quality reporting and management information Audit and fraud capability Data input quality validation It is available on the Internet (real time))

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BRS2 is a service level based system where clients’ Service Level Agreements (SLA) drive tasks and events. In this way we ensure and demonstrate compliance with the standards required of us. BRS2 main strength is that workflow is driven by the service level agreement (SLA) agreed with the client. In BRS2, the SLA is the programming tool that determines how each case should be handled. It includes all the activities (visits, letters, reports, reviews etc) to be carried out on the case. Through colourful warnings, we can obtain a perfect

control on SLAs. BRS2 is also a document production and management system, automating as much report and letter production as possible, thereby reducing the errors associated with the manual re-keying of data and supporting consistency. We have reports already formatted as line of business or clients requests, but we also have the great option to generate reports according to need, through a screen tochoose which information we want. On the issue of quantity, the system is ready to print large quantities of documents, letters, requests, etc.. We have available online a wide variety of reports, including graphs for visual analysis.

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The system has a wide variety of control and ease in handling of claims, the main being: Easy to understand the interface

Support against frauds

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Analysis of documents

Several options for attachments (including recordings of conversations between Crawford and insured - available to the client to listen)

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Alarms in accordance with SLAs

- MBRS2 our mobile system to work with Tablet PCs, iPAQ handhelds and Smartphones. With him, the surveyors do the surveys in this field and send the same location information to our central system (BRS2) makes available information on the Internet for our clients (real time).

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Web interface

- Dashboards, our system of BI (business intelligence), is a powerful tool for decision-making and customer Crawford. Through graphics and information for quick decision made, we have KPIs, SLAs and information specific to our business. Here are some example

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The Result Crawford has been able to deliver a complete and custom built claims solution which allows our clients full control over the claims strategy and process globally, with instant access to their data on-line and in real time. Testimonials “The simple access and user friendliness of Crawford’s e-claims has made it extremely popular within my organisation. I am confident that the capability it gives us particularly with its easy reporting and bespoke data management will enable me to improve on the management of the large portfolio of claims I am responsible for.” David Charman Group Risk & Insurance Manager Onyx BRAZIL “The e-claims platform combines simplicity of use with worthwhile functionality and lets me get what I want when I want it. Crawford go further though. They complement this with bespoke support underpinned with a 'can do' attitude.” Jim Guerrero Assistant Head of Insurance BBC Insurance Services

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Quality, Audit & Environmental Issues Crawford’s reputation for providing high quality, professional services in an independent, objective and ethical manner is key to our success as independent claims management specialists. To ensure that we maintain and enhance our reputation, we have developed a variety of tools to support our claims handling activities.

The tools used to drive a consistent quality of service include:• • • • • • • • • • •

e-claims/Prime - claims management systems Service Level Agreements (SLAs) BRAZIL standards for all files and documents BRAZIL standard operational procedures Procedures for compliance with regulatory requirements including the Data Protection Act FSA-compliant complaint handling procedures Key performance metrics Internal audit programme - The Professional Standards Review (PSR) Training and Competency programme Licensing of adjusting staff Personal development and career progression programme for claims handling staff

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Our procedures describe the process, determine the sequences and interaction of these processes and detail the criteria and control required to ensure that they are effective. The systems that we have established within Crawford enable us to implement, monitor and audit our compliance. Through internal audit procedures, our processes are validated, measured and analysed to ensure that they are properly implemented, with corrective action being taken as necessary to achieve and improve on planned results. Adjuster Designation and Authority Controls We operate a formal licensing system at Crawford, relative to all professional claims handling/investigatory staff. This incorporates a detailed licence and skills matrix based around both complexity and quantum thresholds. Licensing is an integral part of our internal professional standards review process and adjusters and claims handlers are licensed to one of five levels, dependent on experience and qualification in appropriate disciplines. This allows us to satisfy our clients’ demands in ensuring that we allocate the right person with the right skills to the right job. It also enables us to adhere to FSA regulatory requirements, through our clients.

Management controls are based around specified authority limits within the Licences. In this regard adjusters may be licensed to deal with certain cases under full authority; referral authority; supervised authority; or indeed they may have no authority at all in relation to certain complexities or classes of business. The individual Licences are reviewed both at branch and senior management level and updated regularly. In this regard the licences are subject to change as individuals develop or gain further experience.

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In line with the matrix the work of all staff dealing with cases under referral is checked by senior colleagues both on an activity and periodic basis. In addition, even staff with full authority are subject to our futurity review process and indeed internal audits as well. Crawford College, our centralised training and learning resource facility, has a structured training programme that supports the development of the right skills within each level of the matrix, from induction, through customer service and negotiation skills to technical case handling and project management of complex losses. Complaints Procedures We seek to deal with complaint issues robustly & effectively with the intention, wherever possible, of eliminating any form of recurring problem. Complaint resolution & evaluation is seen as a valuable opportunity to identify specific areas for further development & refinement in a constantly evolving process, dedicated to achieving professional excellence. Crawford’s Complaints Protocol, available upon request, sets out specific actions, processes and escalation procedures required in the event of a complaint. This document is issued to all staff within the organisation and checked during internal auditing arrangements. Any specific procedures agreed with our clients will supplement this protocol ensuring we comply with both requirements. Current Audit Programme Crawford operates various levels of internal audit – principally these are financial, legal (entity control) and management control. a) The financial internal audit team act in accordance with the requirements of the Sarbanes-Oxley Act to meet these criteria: Section 404 of the Act requires the Company to perform an annual review and assessment of internal controls and for management and the independent auditor to report whether those controls are effective. The internal audits are carried out across all business units. There is an independent line of control to the corporate CEO for our Internal Audit team. No material weaknesses were discovered in the last audit which is conducted on an annual basis. “Onsite” controls documentation and evaluation are carried out in the BRAZIL and these are supported by a monthly declaration of self audited management controls. b) The legal control and audit relate to material contracts and controls around signature and review of terms of engagement. c) Our operational management systems are audited by a BRAZIL based audit team using an inhouse designed “Professional Standards Review”. In our internal audit programme we focus on operational and management performance. This includes compliance with company procedures. The internal audit is supported by the monthly entity level control document that is signed by key operational managers to reaffirm their compliance with core procedures.

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Our internal audit programme, The Professional Standards Review (PSR) was substantially revised during 2005 to reflect the ongoing needs of the business. A new audit programme was created and auditing commenced on 1 January 2006. We audit all operational areas of the business. The PSR consists of two elements. The first is an Organisational Audit examining 175 specific points relating to operational management and company procedures. The areas include, staff training, adjuster licencing, business continuity management, health & safety, data protection, anti money laundering, FSA compliance, resource management etc. The audit is based on self assessment by managers on their team followed by a compliance visit by the audit team to validate through inspection and staff interview. The second element is an audit of claims files. The criteria against which we measure key performance indicators are driven by our customers’ service level agreements. The PSR audit plan is set on an annual basis with approximately 10 audits undertaken per annum. The locations and frequency of audits is determined using risk profiling methods. In addition to the Professional Standards Review we have a strategy of undertaking customer specific technical file audits handled by dedicated clients business units, external field force and branch adjusters. The criteria in terms of key performance indicators and the frequency/volume reviewed are driven by our customers. This is being introduced across all business areas. Other External Audits Crawford invites external audits from our clients and their chosen representatives. We believe that it helps to build confidence in our service and the feedback received is invaluable to us ensuring that we are dealing with the files in accordance with our clients wishes. Environmental Issues The IOC recognised the importance of the environment and sustainable development following the Centennial World Cup Congress of Unity in 1994. The IOC added a paragraph on environmental protection to the World Cup Charter in 1996 which came into force from 1st September 2004. “The IOC’s role with respect to environment is to encourage and support a responsible concern for environmental issues, to promote sustainable development in sport and to require that the World Cup World Cup are held accordingly.” Chapter 1, Rule 2, Paragraph 13 of the World Cup Charter. The IOC’s objective is not only to see to it that staging the World Cup does not have a negative impact on the environment, but

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also to help improve the environment and ensure that positive legacies are left for the Host City, its region and country. The Crawford & Company International ‘Code of Business Conduct and Ethics’ states: “As a responsible corporate citizen, the Company requires that associates adhere to all applicable environmental laws and regulations. Associates who have responsibilities which might affect compliance with environmental laws should become familiar with important requirements of those laws and regulations. No representative of the Company has the authority to pursue or condone the pursuit of a course of conduct that would lead to a violation of environmental law.” Since 2003 we have recognised our social responsibility to go beyond the applicable laws and do all that we can to eliminate or minimise the impact of our business on the environment and have developed an Environmental Policy and Environmental Protocol. (please see appendix 4) We have created and had approved for publication in November 2007 a revised Environmental Policy and Environmental Procedure that reflect new developments such as measures to conform with the WEEE Regulations 2006 that came into affect on 1 July 2007. Our environmental response was awarded the Legal & General Insurance ‘Green Supplier’ awards in 2005. The extent to which we can “assist R&SA in reducing its carbon footprint and demonstrating its commitment to sustainability through targeting Zero Carbon, Zero Waste and Sustainable Transport” can only be established by understanding your plans around this intent. We believe that we have evidenced our commitment to the environment and our willingness to engage with you in what will need to be a collaborative effort to achieve your objective and hopefully also enhance our own environmental aspirations at the same time.

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Fee Proposals We are pleased to provide the following summary of our fee proposals: Notification of an incident Included in e-‐claims fee. Handling an uninsured loss (e.g. declinature or below Declinature -‐ as price for Insured losses in deductible.) equivalent band based upon first estimate Below deductible -‐ £500 per case Handling of a claim within the Delegated Authority £ 500 per case limit. Assume the Delegated Authority limit will be up to £25k for CAR, Property and Liability claims. This will exclude all acceleration losses and usual referral losses (e.g. head, neck, back, knee, ankle injuries.) Investigation of a claim above the Delegated £95 per hour (below £100k) Authority limits Investigation of Large Losses: >£100k Over £100K -‐ £130 per hour >£1m Over £1M -‐ £130 per hour The Core Management Team made up of:-‐ • Mike Skingsley • Mark Bass • Suzanne Kearney will act as major loss co-‐ordinator/handler and charge £150 per hour. Additionally use of our e-claims system will involve:• • •

£3,500 initial set up £2,500 annual fee to include 10 licences £200 per licence pa in excess of 10

Overseas losses at Global Technical Services (GTS) rates for local investigation see appendix 5. Travel/Hotel charges at cost plus 5%. Rates will be reviewed for cost of living adjustment on 1st November 2008 and annually thereafter.

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Added Value Services Crawford’s wider comprehensive expertise and specialist business services are available to optimise the investment in the World Cup World Cup, both helping to provide added value and contribute to the successful delivery, these are as follows:Environment EPCS – Environmental Pollution Claims Services – covers both domestic and commercial environmental claims. This service represents a further enhancement of Crawford's long standing environmental knowledge and expertise. EPCS is available to provide expert support and will advise on other peril losses being handled where a specific environmental issue needs to be addressed. EPCS is a dedicated BRAZILwide service, with access to a wider global network, of expert staff from numerous technical disciplines including; surveyors, environmental engineers, consultants and specialist case handlers, including specific expertise in the field of Biological Sciences. The EPCS Property team specialises in controlling general first party property oil spills. This service offers a fully integrated claims management process, all claims and costs are carefully controlled from a central specialist unit. The EPCS Major Incident team offer technical services to manage a wide range of major industrial incidents involving spills, blow outs, vapour releases, ruptured pipelines, fires and explosions. The service also covers other complex areas of contamination such as; hydrocarbon and chemical spills, asbestos pollution, radioactive leaks and of course the clean-up work required afterwards. Our dedicated team is able to provide the necessary range of expertise and commitment to the long-term involvement frequently required in these types of claim. The EPCS Liability team is available to manage third party issues and also handle the legal liability aspects in the aftermath of any pollution incident. Increasingly clients across multiple territories are developing responsible policies and practices with regards the environment and sustainable development. At Crawford & Company we continue to develop a market leading reputation in the environmental claims arena and will advise clients on current legislation and ensure they are kept up to date on any new laws coming into force. Power and Energy Expert engineers with industry experience specialising in refining, oil, petrochemicals, power generation and gas pipeline related property and BI claims. The services are provided by a dedicated multidisciplined team comprising qualified loss adjusters. They each possess a minimum of ten years experience of handling multi-million dollar physical damage and business interruption claims in these industry sectors, and chemical, electrical and mechanical engineers with extensive industry experience. The team has extensive experience in handling; damage to trans-continental pipelines and compression stations, major fires, explosions and machinery breakdown events in refineries, petrochemical plants and power stations on every continent. Crawford has an impressive record in this field, having acted for underwriters on hundreds of major claims on a global basis many involving values ranging from £100,000 to £100million or more. The team has unrivalled experience in the valuation of damage and business losses in the context of commercial disputes and governmental compensation schemes.

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Marine and Transportation Crawford employs 130 marine and transportation surveyors and marine adjusters across the globe, specialising in collision, physical damage claims, business interruption, and loss of hire on hull, cargo and transit claims. At Crawford’s we have extensive worldwide logistics experience providing a global claims handling infrastructure for all territories where clients have exposure. Our service covers account management and technical support in all areas as well as cargo surveys and loss adjusting, specialising in marine, property, casualty and other contingencies serviced by specialists. Senior ex-seafaring officers with master mariner qualifications, engineers, naval architects, hull and machinery specialists, and commodity experts complement these skills. In our opinion, Crawford’s experience of developing bespoke incident management to match client infrastructure and insurance programmes is second to none. Healthcare and Rehabilitation Crawford’s Healthcare Services are designed for employers, risk managers and HR professionals to assist in the management of absence from the workplace and the medical and vocational rehabilitation of staff that are off work as a result of injury, accident or illness. Early intervention and a proactive response to welfare at work is undoubtedly the key to ensuring the right response to any personal injury, accident or illness. Crawford’s Absence Management Programme provides for effective case management of accidents, illness, stress or injury, offering proactive early clinical intervention and advice, practical nursing experience, guidance and support, positive management of employee welfare, case management with an assigned case manager. Crawford offers a bespoke assessment, treatment and rehabilitation case management service that enables liability insurers and employers to comply with the terms of the Disability Discrimination Act 2005. A comprehensive healthcare and rehabilitation programme facilitates; positive management of employee health and welfare in the workplace, a reduction in the duration and cost of healthcare related claims, whilst offering the potential reduction in insurance premiums/claim costs. Finally such an approach enhances the longer-term productivity of the overall workforce, is seen to be inclusive and promotes the wellbeing of every member of staff. Corporate Claims Service Crawford’s CCS – Corporate Claims Service – is our all-encompassing solution for major corporate clients, brokers and self-insured entities, allowing access to our full range of resources, skills and expertise. Clients requiring either a pure ‘desktop’ claims management service or a combined desktop and field investigation service for any peril, can benefit from major nationwide claims administration programmes tailored to meet their every need. These programmes are supported through the latest case management and client information technology via our e-claims web enabled solutions. Desktop claims services are becoming an increasingly important aspect of the business we provide to major clients in the BRAZIL and worldwide. Crawford’s client service units have the people, skills and technology to handle desktop work for both personal and commercial lines. Our desktop claims services capability is epitomised by a robust service provision, delivering ‘one touch’ claims handling, within a seamless electronic claims notification and settlement process. Coupled with our expert procurement capability and dedicated client care focus, Crawford has the expertise, resources, professionalism and experience to implement a ‘customised’ service.

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Counter Fraud Services Whether you need surveillance of an injury claim, investigation of cause and origin or a comprehensive response to theft or fraud, Crawford can provide a cost effective investigation service. SCORE – Scientific Customer Orientated Risk Evaluation – is our fraud management process. Using a combination of applied psychology, conversation management techniques, behavioural analysis and practical devices we are able to accurately assess the fraud risk and validity of a claim, without making genuine claimants feel defensive. Our team of theft adjusters, investigators, surveillance specialists and former police officers are experienced in validating claims and identifying potential fraud as early as possible. We have developed an evidence gathering process that is consistent and thorough. It ensures effective risk evaluation, accurate validation and enables genuine claims to be quickly identified. Utilising this consistent approach, through effective detection of potential fraud and consequent repudiation, withdrawal or non payment of fraudulent claims, our client focused services deliver an average return on investment of £7 saved for every £1 invested. repairNet Crawford’s can offer fully managed and integrated desk-top claims and repair service for property investors and insurance professionals seeking an effective and efficient solution to managing property damage claims. All claims can be tracked via the password protected repairNet website. New property repair claims can be registered by phone, fax or via our repairNet website – www.crawco-claims.co.Brazil. Once registered, the claim is pre-validated within the hour with the stakeholder. Next a visit is arranged with a specialist contractor, from our managed contractor network. No work is undertaken until a report and cost estimate has been validated and approved ensuring no hidden costs and that professional financial controls are being managed and maintained. Benefits of this approach include; improved levels of service, managed claims process in a timely and responsive manner, reduced claims expenditure, excellent quality control and a guarantee on completed work. Smartsupply At Crawford we recognise, with FSA regulations, establishing and managing a procurement department is costly and time consuming for an Insurer. We believe there are alternative and complementary solutions to create added value for you and your client. Crawford has created what we call “the smart sourcing alternative” in Smartsupply which can provide a fully or partially outsourced procurement function allowing clients to receive all of their supply chain management information (MI) irrespective of supplier or commodity in one consistent format. Smartsupply can be provided in Bronze, Silver or Gold agreed service levels from acting as a client’s loss adjusters, or where clients choose to outsource the management of their own supply chain or opting for a fully integrated solution respectively. There are a number of further added value components; Smartprice validation, Smartideas consultancy, Smartshop staff benefits and Smartrepair which through discounted supply chain management can offer lower marginal costs of procurement and consequently improved financial returns. ARIEL At Crawford’s we have established the largest network of over 40 adjusters throughout the BRAZIL specialising in ARIEL - Agricultural, Rural Industries and Estates Losses. These highly experienced professionals provide comprehensive and expert claims handling services to insurers and their customers in the agricultural/related rural industries. Our approach to agri-business and estate claims is based on sector experience, with our high net worth services tailored to the unique specialist requirements of this client base. We respond proactively to customer needs and have developed handling arrangements to resolve the specialist and often technical nature of agricultural, estates and high net worth claims presented in the shortest possible timeframes.

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Lloyd’s and Brazil Market The needs of both claim and underwriting professionals in the Insurance market will change over time, the Lloyd’s Bureau has been established to provide high quality managed services specifically designed for the Lloyd’s and Brazil market. The Bureau has been designed to offer a flexible range of services to reflect these needs; quality and efficiency of claims handling, performance measurement, timely settlement and accuracy of reserving are at the core of the Bureau’s service offering. Experienced teams of adjusters providing class of business expertise are used across all business disciplines. They possess widespread experience of wordings, negotiation, mediation and litigation. Named adjusters act as a regular point of contact for clients facilitating the development of close working relationships. Our staff can be contacted via e-mail, fax, video conferencing, face-to-face meetings, phone, and 24/7 on the web, offering the flexibility to suit you. Selecting the right person with the right skills sets for the right job lies at the heart of our corporate commitment - ‘Excellence in everything we touch’. Esteem Crawford Esteem provides HNW – High Net Worth – individuals with a promise of a truly distinct and superior claims management experience and service, built around individual policyholders’ personalised requirements and their unique set of personal expectations. The bottom line is that people with property and possessions of significant value, typically clients with extensive property portfolios or specialist interests and hobbies, including antiques, fine arts, jewellery, private aircraft, yachts, equine and classic cars seek an insurance solution that fully complements their lifestyle. Crawford Esteem has been created specifically to recognise the diverse and complex requirements of the HNW market. Our corporate philosophy is “Excellence in everything we touch” and nowhere is this more applicable than in our HNW claims services.

Conclusion “When Passion Means Everything” We trust that this document evidences Crawford’s commitment and vision to support R&SA and the ODA in this unique programme. We have the capacity and technical expertise to help the ODA “deliver the World Cup on time” and we will work hard with them and yourselves to mitigate losses and elapsed times. Crawford’s World Cup Taskforce has already invested significant time in the planning process and so we are well positioned to “hit the ground running”. We understand the importance of this project not only for R&SA and the ODA but also for Britain as a whole and we are keen to be an active partner. As stated earlier in this document, we are confident we can provide you with a world class claims service and we look forward to further discussions and also to include how we can assist R&SA in reducing its carbon footprint and demonstrating its commitment to sustainability.

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Appendices 1. 2. 3. 4. 5.

Team Lists (ICE, CMIT, Casualty) World Cup Project team CV’s Sample Report Environmental Policy & Protocol Worldwide chargeout rates

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