2. CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am

3. JAN MOORE Chairman, IAM Claims Committee BINL, Inc.

4. MICHAEL CREMINS Scott Air Force Base

5. 5 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS JPMO HHGS Defense Personal Property System Claims Process DPS Supporting Our Warfighters and Their Families

6. 6 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Brief DPS Claims Process Customer Screens Transportation Service Provider Screens Customer Claim Survey Screens Questions (A/O 01 1500Z OCT 09)

7. 7 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Claims Process (A/O 01 Oct 09) Customer: Logs into DPS 1. Reviews Claims information 2. Lists damaged/missing items by Inventory number 3. Indicates requested compensation TSP: Reviews claim, makes offer or denies claim Customer: Accepts, makes counter offer or sends to MCO TSP: Makes payment or denies claim Claim settled or sent to MCO

8. 8 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer Home Screen (A/O 01 Oct 09)

9. 9 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer Claims Screen (A/O 01 Oct 09)

10. 10 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: All Claims (A/O 01 Oct 09)

11. 11 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: Individual Claim (A/O 01 Oct 09)

12. 12 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS TSP Home Screen (A/O 01 Oct 09)

13. 13 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS TSP Claims Screen (A/O 01 Oct 09)

14. 14 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS TSP Individual Claim (A/O 01 Oct 09)

15. 15 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS TSP Individual Claim (cont.) (A/O 01 Oct 09)

16. 16 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: Claim Survey (A/O 01 Oct 09)

17. 17 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: Claim Survey (A/O 01 Oct 09)

18. 18 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: Claim Survey (A/O 01 Oct 09)

19. 19 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Customer: Claim Survey (A/O 01 Oct 09)

20. 20 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Questions (A/O 01 1500Z OCT 09)

21. 21 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Claims Back Up Slides DPS Supporting Our Warfighters and Their Families

22. 22 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data Customer submits Claim to TSP TSP notes Claim does not have item Inventory Numbers TSP notes that Claim does not have Monetary Amounts by items TSP resolves Inventory Number Issue TSP resolves missing Monetary Amount Issue TSP makes offer to Customer Customer accepts, makes Counter Offer, or transfers to MCO TSP accepts Counter Offer, makes a new Offer, or denies Claim. Claim is settled or transferred to MCO (A/O 01 1500Z OCT 09)

23. 23 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

24. 24 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

25. 25 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

26. 26 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

27. 27 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

28. 28 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

29. 29 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

30. 30 UNCLASSIFIED OPR: TCAQ-JPMO-HHGS Missing Claim Data (A/O 01 1500Z OCT 09)

31. J. CHRISTOPHER MALLEY Air Force Claims Service Center

32. U.S. Army Claims Service Phone: 301-677-7009 USARCSFRVclaims@conus.army.mil US Coast Guard HHG Claims Phone: 757-366-6504 http://uscg.mil/mlclant/ldiv/claims.htm USMC Claims Service Phone: 703-784-9533 Hqmc.claims@usmc.mil Air Force Claims Service Center Phone: 937-656-8044 https://claims.jag.af.mil U.S. Navy Claims Service Phone: 888-897-8217 NorfolkClaims@Navy.mil

33. Current Claims Issues Legislative Initiatives Are Members Getting Good Advice? Are you looking to us—the MCO—for anything? DPS information and testing

34. More Current Claims Issues Cosmetic/Appearance Allowances—Still an Issue Recovery Actions FRV means Full Replacement Value, not Fudged Replacement Value

35. Informal Claims Service Survey of Satisfaction with FRV

36. FORMAL SURVEY OF CUSTOMER SATISFACTION WITH FRV CLAIMS PROCESS Joint US Army Claims Service/Army Research Institute project Sample of Army personnel with HHG deliveries under FRV Electronic survey: contact by email w/online survey engine Survey “on street” in late fall Results analyzed in spring

37. Thank you for Attending CLAIMS WORKSHOP Sunday, October 11, 2009 9:30 am – 11:30 am