your local, regional and global loss adjusters

A STRONG NATIONWIDE PRESENCE

Headquartered in London, we operate a nationwide service from nine locations - Birmingham, Bristol, Belfast, Brentwood, Glasgow, Leeds, London, Manchester and Uxbridge. Since we began serving clients in 2010, we have grown from 44 staff members to more than 200. The majority of our team are professional claims handlers and adjusters, many of whom are CII, CILA, RICS and FCA qualified. We have a strong presence throughout the UK and our team brings the strength and expertise necessary to help clients resolve claims.

GLOBALLY CONNECTED

Vericlaim is a member of the vrs Adjusters global adjusting organisation which provides services through more than 470 offices in 143 countries. Its member companies are leaders in their respective territories and the international loss adjusting market.

Vericlaim at a glance

our mission To deliver independent global expertise in corporate, commercial, high/ mid net worth and TPA claims through outstanding service, empowered staff and an aspirational environment.

Vericlaim is a practitioner-led loss adjusting firm specialising in commercial, corporate, major loss, high/mid net worth and third party administrator (TPA) claims.

GLASGOW

LEEDS BELFAST

BRISTOL

MANCHESTER

BIRMINGHAM

LONDON

UXBRIDGE

CHELMSFORD

KEY MILESTONES

In April 2014, Vericlaim acquired Ellis May, a loss adjusting practice specialising in the handling of high/mid net worth and subsidence claims for exacting clients many of whom specialise in this segment. Ellis May now operates as the Vericlaim Home Claims Division.

In September 2014, Vericlaim was acquired by Sedgwick Claims Management Services, Inc., the leading global provider of technology-enabled claims and productivity management solutions.

In June 2015, Vericlaim acquired Certo to develop its TPA solution and further strengthen its commercial loss adjusting services. Established in 2002, Certo has 70 staff members serving clients from offices in Leeds, Birmingham, Glasgow and Brentwood. This latest acquisition takes Vericlaim’s annual revenue to around £17.5m.

Toplis and Harding, London

Howell & Brooks

McLaren Dick and Co

Capita McLarens

Vericlaim begins serving clients

Teceris Corporate & Complex Adjusting

Vericlaim acquires Ellis May

Vericlaim acquires Certo

Sedgwick acquires Vericlaim

Toplis & Harding, Chicago

McLarens Toplis

18181918

193219961780

20052010

201420152001

Toplis and Harding, London

Howell & Brooks

McLaren Dick and Co

Capita McLarens

Vericlaim begins serving clients

Teceris Corporate & Complex Adjusting

Vericlaim acquires Ellis May

Vericlaim acquires Certo

Sedgwick acquires Vericlaim

Toplis & Harding, Chicago

McLarens Toplis

18181918

193219961780

20052010

201420152001

WE HAVE THE

HIGHEST RATIO OF PROFESSIONALLY QUALIFIED STAFF OF ANY MAJOR UK ADJUSTER

WE HANDLE OVER 16,000 CLAIMS ANNUALLY

100% OF RESPONDENTS* ARE CONFIDENT IN OUR TECHNICAL ABILITY WITH OVER THREE QUARTERSBEING VERY CONFIDENT

Introduction to Vericlaim UK1 2Introduction to Vericlaim UK

*Vericlaim Client Satisfaction Survey Summer 2015

100% OF SURVEYED CUSTOMERS AGREE THAT THEY RECEIVE A QUALITY SERVICE, WITH NEARLY TWO THIRDS STRONGLY AGREEING

Our objective is to continue expanding our capabilities to offer a significant, independent, professional services ‘one stop shop’ for our clients. We have completed two strategic acquisitions to bring us closer to this goal. The acquisition of Ellis May in 2014 added a premium adjusting service for insurers with high and mid net worth clients, while our 2015 purchase of Certo’s successful third party administration (TPA) operation fits perfectly with future Vericlaim and Sedgwick development plans to take a greater share of the UK’s growing TPA market. Additionally, our already strong liability offering has been further enhanced by Certo’s comprehensive liability solutions.

Our growth mantra is simply ‘more of the same.’ Our model has proved to be both successful and attractive in the market place and our aim is simply to do more of what we are good at for more and more insurers, brokers and corporates. At the same time, we plan to extend our presence in other sectors, notably public authorities, education, construction, engineering and energy.

Our strategy for achieving our growth objectives involves the continued recruitment of market leading individuals and the acquisition of specialist and niche firms that share our supportive culture and commitment to quality and customer service. In all of the loss adjusting markets where Vericlaim operates, there are plenty of opportunities for us to grow both organically and through the right acquisitions.

Our goal is to build ‘best of breed’ specialist teams to offer a fully integrated adjusting service for our clients regardless of where they are in the world, and for them to use our services knowing that their claims will be handled by experienced, empathetic and dedicated adjusters – from start to finish.

Stewart Steel Managing Director Vericlaim UK

a word from our managing director

We are proud to have built a successful loss adjusting practice that is recognised as a leading specialist in its chosen fields, not only for our core technical strengths but also for our strong customer focus.

3 4Introduction to Vericlaim UK Introduction to Vericlaim UK

IT’S ALL ABOUT YOU

Customer focus is at the centre of our business model and our claims handling philosophy. Our adjusters are experienced and empathetic, and they have the necessary skill set to sensitively manage the various relationships and occasional political issues that present themselves during the lifecycle of a typical claim.

“ I was really impressed with Vericlaim the other day, they called me within 10 minutes of you appointing them and they visited the property the next day” Claims manager, UK brokerage firm

We look at everything from the customer’s perspective – regardless of whether the customer is the insured or the insurer. For any insured business or individual suffering a loss, we understand how critical it is to keep the business going and to be quickly and appropriately compensated for a loss. For the insurer, it is vital that claims are quickly and accurately validated and liability is promptly determined.

In the FCA’s May 2015 Thematic Review: Handling of insurance claims for Small and Medium-sized Enterprises (SMEs), evidence was found that claims were not always being managed effectively in the interests of SME customers. The most common cause of dissatisfaction was a lack of clarity over who was responsible for driving the claims outcome.

our business philosophy

With a strong focus on the SME marketplace, we are ahead of the game in this area. In our booklet “Getting you back to business as usual: A guide to the loss adjusting process for SME claims”, we explain how we immediately appoint an adjuster to take personal responsibility and to be the primary contact for the duration of the claim. Where the loss is of significant size or complexity, the adjuster will begin the investigation immediately and will typically visit the same day.

“ Many thanks for making this claim a painless one. We appreciate your time and commitment to resolving the matter as quickly as possible.” Children’s hospice charity customer

We know that speed, responsiveness, good communication, first class technical skills and commitment are the keys to achieving the best outcome for all parties concerned – and we always score highly in these attributes whenever we seek our clients’ feedback.

In our most recent client satisfaction survey conducted in early summer 2015, our clients cited the following attributes as the top three that differentiate us from our competitors:

• Calibre, experience and technical quality of staff

• Attention to and focus on client needs

• Good communication.

Nine out of ten respondents also agreed that they received a quality product/service from Vericlaim which was value for money.

Although we are encouraged by this feedback, we are not surprised as our business model is founded on our commitment to developing mutually beneficial long-term relationships with customers, and providing the highest quality claims resolution and claims management services in the industry.

“ The Vericlaim organisational culture seems to promote a sense of ownership and pride in quality service and client relations.” Dixons Carphone

RECRUITING AND RETAINING THE BEST PEOPLE

We are proud that our people are considered to be the best in the business and that we have an enviable reputation for developing and retaining our staff.

We have developed a framework that identifies the knowledge and competencies required of adjusters through the various stages of their career development and we train our people accordingly. In the early stages, our development programme is shaped by requirements for CILA qualification but the focus also extends to more practical aspects of case handling, customer service and file management.

We take succession planning very seriously to ensure a balanced combination of youthful enthusiasm, new ideas, reliability and industry experience. This spectrum of expertise from trainees to senior adjusters – together with our policy of recruitment ahead of demand – not only allows us to deliver the best possible service but also helps to ‘futureproof’ Vericlaim’s growth and development.

5 6Introduction to Vericlaim UK Introduction to Vericlaim UK

AT THE HEART OF A GLOBAL NETWORK

Through our leadership of the global vrs Adjusters organisation and the acquisition by Sedgwick, Vericlaim offers clients a truly international service capability across the spectrum of claims services from global, speciality and commercial to personal lines and TPA claims management.

Our UK philosophy of strong personal accountability is mirrored internationally by our vrs Adjusters partners across 143 territories worldwide. When we work for a global client with vrs member firms, designated individuals have personal responsibility for claims in their own country and all parties work closely to deliver the best service to their clients.

The vrs organisation enables us to deliver service at a local, regional and global level. Local territory management has day-to-day operational responsibility for service delivery while the directors of the six vrs global regions are responsible for ensuring compliance with our strict technical and governance requirements and for delivering consistently high quality service in their regions.

The multinational global board comprises the leaders of the main vrs partner companies. As equity in the vrs Adjusters business is owned by these principal corporate partners, this adds an “owner-operator” dynamic that is often missing in other global competitors.

global reach

ACCESS TO “A WORLD OF RESOURCES“ THROUGH SEDGWICK

Sedgwick is the leading global provider of technology-enabled claims and productivity management solutions, delivering a world of expert resources to a diverse client base through more than 12,000 colleagues in some 275 offices located in the United States, Canada and the UK. The company specialises in workers’ compensation; disability, FMLA and other employee absence; managed care; general, automobile and professional liability; property loss adjusting; warranty and credit card claims services; fraud and investigation; structured settlements; Medicare compliance solutions; and forensic investigations.

Our relationship with Sedgwick gives us greater

resources and expertise to invest in service delivery and innovative solutions to further improve efficiency, response times and technical expertise. Together with our Sedgwick colleagues, we now offer our clients an even broader range of value-added claims services.

Through our vrs Adjusters membership, we shall also help Sedgwick to widen its North American footprint and extend its end-to-end solutions into Europe and Asia.

7 8Introduction to Vericlaim UK Introduction to Vericlaim UK

When Vericlaim opened its doors for business in 2010,our core service areas included commercial and corporate claims with a strong focus on the property claims sector. Through the acquisitions of Ellis May and Certo, we have significantly extended our capabilities. We now provide claims services for our clients through four primary divisions - Global and Speciality, Commercial Adjusting, TPA and Home. Our fraud investigators provide an integrated claims service across all four divisions, offering non intrusive screening solutions and comprehensive support to our claims handlers and adjusters.

our services

GLOBAL AND SPECIALITY CLAIMS SERVICES

Global claims

When vrs Adjusters work for a global client, designated individuals have personal responsibility for claims in their own country and all parties work closely together to deliver the best service to their clients.

Corporate

We have built a strong corporate account practice and are now nominated on over 500 corporate accounts, receiving new nominations at a rate of more than one a week. These accounts include UK corporates, FTSE 100 companies and multinational conglomerates.

We work closely with insurers, brokers and risk managers to create tailor-made claims handling solutions that meet the needs of each party. We create streamlined processes that facilitate smooth claims handling and the production of accurate and meaningful management information and risk improvement reports.

“ The quality of the report and the interactive functionality is first rate and it was obvious that our client was suitably impressed. This should

really help enhance our claims and risk management analytical capabilities on this account.” Aon Risk Solutions

Public sector and education

We understand the needs of public sector and educational organisations. Our communities depend upon these organisations on a day to day basis and we appreciate the difficulties that any disruption to services causes for a wide range of citizens. We provide the experience, empathy and creativity in our approach to deal with claims quickly and effectively for all stakeholders.

Our defining strength is the quality and experience of our staff. From the moment we are involved in an incident we are able to support clients in managing an incident and minimising its potential to cause disruption.

We understand the importance of early and accurate communication to all those involved. This is second nature to our experienced staff and provides assurance that an incident is under control. We recognise the financial challenges faced and work with insurers to ensure accurate and timely funding is provided.

9 10Introduction to Vericlaim UK Introduction to Vericlaim UK

Financial risk

Our team of accounting experts have successfully resolved some of the most complex and notable Business Interruption, Fidelity Guarantee, Professional Indemnity and related financial lines claims to hit the market in recent years. Cyber issues, including hacking, viruses, worms, ”Trojan horses” or distributed denial of service (DDS) attacks are rapidly increasing and can involve considerable financial exposure to an insured party. This can extend to potential third party liability issues if the insured’s system has corrupted other systems. This is a fast growing area of new business for the company.

Where appropriate, we engage appropriately qualified external consultants to assist us to conduct fast and effective investigations under our leadership and direction.

Construction and engineeringWe specialise in the investigation and resolution of complex construction and engineering claims – from property investor portfolio risks to major tunnel collapses – with a particular emphasis on Construction All Risks (CAR), Erection All Risks (EAR), professional indemnity, defects liability and advanced profits coverage.

Our multi-disciplined, qualified experts have handled some of the insurance industry’s largest and most complex claims and are geographically spread around the UK to ensure consistent, high quality nationwide coverage.

We recognise that construction claims often involve multiple parties and require sensitive handling. Our tailored approach to customer service ensures that we manage the expectations and commercial interests of all stakeholders without compromising the technical aspects of the investigation.

Lloyd’s and London market

Our London office is conveniently located for us to provide personal and proactive services for the Lloyd’s and London market. It also serves as a gateway to the wider vrs organisation for our UK and international operations. Over the years, our profile has grown by delivering first class services and carefully managing the expectations of all stakeholders.

COMMERCIAL ADJUSTING

Commercial property

Commercial property claims handling is an important part of our core business and we have built an enviable reputation in this sector. We provide a multi-disciplinary service for all types of commercial property risks, including buildings, stock, fixtures and fittings, and business interruption.

Our model for managing property claims is to take clear ownership of every case from beginning to resolution, with responsibility for the claim resting with the handling adjuster. An assessment of the potential impact of the business interruption is one of our first priorities and we work together with insurers to control financial exposure from the outset.

We do not “hand off” the claim to back office service centres. Where required, expert resources such as accountants, engineers and surveyors are deployed under the control of the handling adjuster.

“ Not only is the service technically excellent, there is also a deep understanding of the need to keep the many stakeholders closely informed as claims progress and to manage expectations wherever necessary.” A Real Estate broker

Major loss

Managing major loss claims for businesses of all sizes – from SMEs to international conglomerates – is another of our core services for which we are widely recognised within the insurance industry. Our priority is always to get the business ‘back in business’ as quickly as possible, while managing spend in accordance with coverage.

Our nationwide complement of skilled adjusting resources provide services to assist clients

with property, business interruption, liability, construction, engineering and financial losses. We always respond quickly to take control as soon as an instruction is received.

We closely manage and monitor the loss and ensure our clients are provided with the required level of detail to enable a prompt review of policy liability.

“ It has been comforting to see our mutual client insurer, Aspen Insurance, and the loss adjuster Vericlaim behave in such a supportive way. From an old fashioned broker’s perspective… it is satisfying to see such recommended solutions perform so well.” A policyholders broker

Liability

Our strong team has years of experience in handling complex, contentious and high value claims. With this experience, coupled with our multi-disciplinary approach, we are uniquely equipped to manage claims across all classes of liability business:

• Public

• Product

• Guarantee and recall

• Financial loss

• Professional indemnity

• Construction

• Catastrophic property damage

• Environmental pollution.

Our investigation approach quickly establishes the merits of a case and identifies the most cost-effective way of dealing with the claim.

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CLAIMS MANAGEMENT SERVICES (TPA)

Our model is simple. Our experienced, empowered and engaged staff control the total cost of claim and a provide a high level of personal service to our clients.

Through our TPA operation, we provide property and liability claims handling services for insurers, MGAs and corporate clients and offer a fully integrated desktop and adjusting service based on our expertise and commercial experience.

Our approach has been to focus on attracting and retaining experienced claims handlers who understand customers and can provide a personalised service. We empower our people to manage claims to deliver the best overall outcome for our clients.

The results speak for themselves:

• £6,000 per claim lower average cost of liability claim for same book of business

Introduction to Vericlaim UK Introduction to Vericlaim UK

• External audits scores averaging in excess of 95%

• Halving of litigation rate

• Average sustained denial of 53% for large corporate account

• 30% reduction of external visits / investigations.

“ Having worked closely with a number of adjusters and TPAs through the years, dealing with Vericlaim has been a breath of fresh air..” Martin Stonely, Commercial Underwriting Ltd

We understand the value of claims information and we invest in ensuring the accuracy and timeliness of our claims data. Our web-based claims system is highly configurable to ensure that we can adapt information gathering for each client in a matter of days.

Management information is available on-line for clients and our analytics software enables us to create bespoke dashboards and graphical

– linking into our wider fraud capability - and we have an excellent record of saving substantial sums for insurers.

We have excellent working relationships with building contractors, building professionals and industry specialists and operate an approved contractor panel of high quality, trusted and vetted suppliers who can provide assistance with high/mid net worth claims when required. Unlike many of our competitors, we do not derive income from these sources, seeing this as an unacceptable conflict of interest.

“ Your adjuster dealt with the clients in a most professional and yet friendly manner… my client and I discussed how well he handled the claim.” Managing Director, HNW Brokerage

Complex and high value claims

We offer a traditional approach to household loss adjusting that puts the technical skill and knowledge of the adjuster at the forefront of the process. With many years’ experience, our adjusters guide policyholders through the claim process with ease, taking time to explain all matters relating to the incident and using their vast knowledge of available solutions to achieve a settlement most appropriate to the circumstances of the client. Flexibility is key and this requires adjusters with knowledge and confidence to think creatively rather than simply engage a vanilla supply chain solution.

With insurers ever keener to distinguish their products in what has become a very heavily commoditised market sector, demand for higher quality claims services increases. With our renowned profile in this space, we are seeing a

significant increase in work volumes.

Subsidence

We have a proven track record of high quality subsidence claims handling. Through our subsidence claims hub in Uxbridge, our clients can access experienced building adjusters, surveyors and engineers throughout the UK and be supported by a dedicated customer and administration team throughout the lifecycle of the claim. Our team is also regularly involved in cause analysis.

In addition to the provision of tried, tested and trusted contractors on our approved panel, we also operate an approved supplier list that comprises our proven ancillary service providers such as site investigation specialty, arboriculturalists and other specialist engineers and repairers. We can introduce these high quality suppliers should the need arise.

FRAUD INVESTIGATION

We have developed a wholly integrated fraud screening process that enables suspicious claims to be managed by the handling adjuster throughout the life of the case, rather than handed off to a separate resource. We achieve this through the strategic use of leading-edge technology and processes to support our adjusters in the field.

By having our fraud investigators work alongside our adjusters, we ensure that our renowned customer service and proactive claims management approach remain consistent throughout the investigations.

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summaries for clients to support fast analysis of information.

HOME

High/mid net worth

Ellis May, Home Division, has adjusters with extensive experience in handling high/mid net worth claims from listed buildings to antiques and fine art. We know that managing these cases is very different from processing volume claims and we have developed our expertise accordingly.

We always seek to understand the unique needs of the customer, to ensure that the broker and insurer are well informed at every stage of the claim process and to provide a contact person to assist with any queries.

Our chartered professionals have varied backgrounds in insurance, loss adjusting, professional practice and construction including civil and structural engineering, quantity and building surveying, geotechnical engineering, and historic buildings. Our team also has the training and experience needed to assist with fraud claims

Introduction to Vericlaim UK Introduction to Vericlaim UK

Vericlaim UK Ltd is a firm of Chartered Loss Adjusters and independent claim specialists who operate under a Royal Charter to investigate, negotiate and agree on the conclusion of insurance and other claims on behalf of insurers and policyholders. Our professional staff are also individual members of the Chartered Institute of Loss Adjusters (CILA). Our activities are regulated by the requirements of CILA’s Charter and Code of Professional Conduct and also indirectly by the Financial Conduct Authority (FCA). If you have a complaint that is not dealt with to your satisfaction by the person responsible for your claim, please refer the matter in the first instance to their branch manager. ©

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For further information about Vericlaim and how we can help you, please contact our team members at the service divisions listed below.

GLOBAL AND SPECIALITY CLAIMS George Moss T +44 (0)20 7709 4049 M +44 (0)7827 981905 gmoss@vericlaim.co.uk CORPORATE Peter Chart T +44 (0)20 7709 4031 M +44 (0)7803 857326 pchart@vericlaim.co.uk LIABILITY Nick Patterson T +44 (0)20 7709 4045 M +44 (0)7867 455446 npatterson@vericlaim.co.uk FINANCIAL RISK Damian Glynn T +44 (0)121 200 8682 M +44 (0)7920 877658 dglynn@vericlaim.co.uk CONSTRUCTION AND ENGINEERING Luke Exford T +44 (0)20 7709 4038 M +44 (0)7711 958424 lexford@vericlaim.co.uk

LLOYD’S AND LONDON MARKET George Moss T +44 (0)20 7709 4049 M +44 (0)7827 981905 gmoss@vericlaim.co.uk COMMERCIAL ADJUSTING Ian Huckstep T +44 (0)20 7709 4030 M +44 (0)7860 611923 ihuckstep@vericlaim.co.uk COMPLEX AND MAJOR LOSS Mike Weatherhead T +44 (0)1526 388197 M +44 (0)7850 200244 mweatherhead@vericlaim.co.uk FRAUD INVESTIGATION Richard Dyer T +44 (0)121 200 8680 M +44 (0)7788 388974 rdyer@vericlaim.co.uk

CLAIMS MANAGEMENT SERVICES (TPA) David Harrison T +44 (0)113 3879000 M +44 (0)7811365565 davidharrison@vericlaim.co.uk HOME- HIGH/MID NET WORTH Clive Ellis T +44 (0)1895 520101 M +44 (0)7976 608878 cellis@vericlaim.co.uk SUBSIDENCE Chris Peerless T +44 (0)121 459 3348 M +44 (0)7885 386506 cpeerless@vericlaim.co.uk PUBLIC SECTOR AND EDUCATION Peter Farrelly T +44 (0)141 779 5247 M +44 (0)7469 851512 pfarrelly@vericlaim.co.uk