President, Ward Group Gaining 360 o View of Your Claims Operation April 28, 2010 Jeff Rieder Program Manager, Assessments, Guidewire Software Eugene Lee

How Can You Better Measure Performance? 1 © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission. 360° Approach Quantitative Benchmarking Qualitative Process Assessment Reviewing Doing

Integration of Financial Comparisons and Best Practices 2 Comparing numbers without understanding the underlying business practices (in detail) of the other companies quickly leads one to the dead end question, “ Now what do we do? Comparing business practices among companies without financial comparisons may cause one to implement a business practice that does not lead to superior performance. MUST HAVE BOTH ELEMENTS! © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

The Need for Comparative Evaluation 3 Internal / departmental comparative data points: 1 Inter-office, intra- / inter-company comparative data points: varies, if avail. Country specific benchmarks comparative data points: ~60 max (UK) International benchmarks comparative data points: > 1000 max Customer Service Not available (trend only) Limited dataset (if available at all) Size of dataset depends on country and desire/need to breakdown by carrier size or LOB Largest possible dataset – visibility into global best practices Staffing Expenses Utility depends on specific metric Indemnity Comparative dataset Metric category Effective / UsefulLimited dataset / utilityNot available © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

Where Do the Numbers Come From Apples to Apples Methodology Claims Support Adjusting and Appraising Legal Claims Programs Network Management General Your Company’s Operating Structure Operating Structure of Other Companies Claims Benchmarking Framework Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

Key Performance Comparison 5 © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

Enabling Successful Projects that Deliver Improved Performance  Help customers define achievable, measurable objectives  System features to facilitate performance to targets  Assessment framework for claims process evaluation 6 © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

7 © Guidewire Software, Inc. All rights reserved. Do not distribute without permission. Qualitative Benchmarking Summary Claim Intake & Assignment Coverage Verification Financial Controls File Documentation & Correspondence Task Management Vendor Assignment & Management Reporting & Supervisor Tools Security & User Administration Carrier B Carrier A Carrier C Carrier D

Standard Evaluation Criteria 8 © Guidewire Software, Inc. All rights reserved. Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

A Useful Tool at Multiple Stages of a Project 9 Building a Business Case Baselining & Evaluating Project Impact Tracking & Measuring Continuous Improvement Evaluation and analysis of current business processes Claims Assessments provide: Standard methodology Evaluation framework Peer benchmarking © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

Offer for UK Insurers  Introducing the formation of UK specific financial and best practice benchmarks  First 5 companies to sign up by June 30 receive the following benefits: ▪Financial & operational benchmarking analysis ▪Process & systems evaluation ▪Discount on normal prices 10 © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

Next Steps 11 Interest form Individual meetings Sign contract Due Date Purpose / Content 15 May15 June30 June  Discuss specific needs  Shape proposed engagement  Finalize participation  Start / schedule engagements  Gather initial interest  Schedule follow-ups  Receive electronic copy of full sample deliverable © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.

For more information  Quin Netzel, Ward Group ▪ © Guidewire and Ward Group Proprietary and Confidential. Do not distribute without permission.