Restoration & Recovery Services Manchester Claims Association November 10 th 2011

1. Restoration & Recovery Services Manchester Claims Association November 10th 2011

2. What we do.... • Restoration following Fire, Water & Storm Damage • Losses all scale - Residential to Complex&MajorLoss • 24-7-365 Services • Responsefocussed - 48hr ‘window of opportunity’ • Damage mitigation & control - Triage & Recovery • Expert TechnicalAssessment& Reporting • Project Management - ‘solutionapproach’ • Expertise in ALLbusiness sectors • Widerangingrecovery experience

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

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

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

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

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

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

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

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

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

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

13. Current challenges.... Three core areas of focus: Improve the overallcustomer journey Reduce the overall claim lifecycle Control the totalclaim cost

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

15. Sam Dawson - Key Accounts Team Manager M: 07770 226 269 sam.dawson@uk.belfor.com 0800 371 988 - www.belfor.com