1. claims change programme Kent Chaplin Head of Claims, Lloyds Market Reform Forum 24 April 2008

2. © Lloyds2 Agenda Lloyds Market Vision for Claims Strategic Review: Purpose, discussion points and conclusions Claims Change Programme

3. © Lloyds3 Lloyds Market Vision for Claims Consistently achieving superior customer satisfaction survey results, enhancing Lloyds brand Claims services model delivers efficient and effective agreement processes for subscription claims 24/7 global access to electronic claims files, supported by robust technology infrastructure Lloyds market is recognised as a world leader in claims management; delivering exceptional customer service, strong financial performance and global reach

4. © Lloyds4 Strategic Review: Conclusions Claims should be segmented and managed in accordance with their individual risk, value and complexity Subscription market relies on centralised claims processing and CAF services – recognising that redesign is required The market requires greater understanding of future technology options to enable long-term investments decisions to be made Elective shared services should continue to be developed, according to identified market requirements Data cleansing and enhanced Management Information are needed to enable better-informed business decisions The Review has validated the Lloyds Target Operating Model, yet targeted modification and investment required

5. © Lloyds5 Claims Change Programme Effective claims segmentation across the market supported by leaders, XCS and Brokers Review of current IT infrastructure requirements including commitment to investment in ECF and long-term technology solutions Enhanced claims performance benchmarks to understand Lloyds position against global competition Claims process changes creating improved service transparency and performance Data integrity initiatives and Management Information reviews delivering accessible, quality operational data Development of efficient shared services leveraging the markets economies of scale

6. © Lloyds6 Market benefits Improvement of end to end cycle times Increase the speed of settlements Enhanced quality and accuracy of adjustment and processing Creating a more transparent and accessible claims process Timely and accurate data

7. © Lloyds7 Key work streams Claims processes CAF redesign – standard claims CAF redesign – complex claims Data & Management Information Data integrity MI requirements ECF – short and long term development Market requirements for shared services Individual work-streams for development of specific services Strategic IT review scoping business requirements Expected completion End 2008 Mid 2009 Ongoing End 2008

8. © Lloyds8 How you can help Managing agents Resources for work streams Feedback and input to proposed solutions Support the programme and assist in communication Brokers Engage with FPD and LMACC through the LMBC Feedback and input to proposed solutions Support and participate in the communication programme