QBE Restoration Program Highlights

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1 Overview Spend a couple minutes with the customer when you arrive to explain the process and set expectations All approval notes/adjuster conversations and requests MUST be in XA All estimates should be returned to Vericlaim Repair Solutions for review in XA All estimates will be repriced in Symbility by Vericlaim Repair Solutions. This is a program requirement All Symbility estimates will be final and what QBE will issue payment from. All providers will have access to the Symbility estimates via PDF in XA and job dashboard for review Do not start reconstruction work until approved by QBE and/or Vericlaim Repair Solutions Best Practices Estimates are to be component based. No "lump Sum" or single bottom line estimates are allowed Large or total loss estimates can include sub bids for Plumbing, Electrical, and HVAC trades only Large or total loss estimates should be component based and 'stick built' unless otherwise directed by QBE Estimates are to be written using the most current Xactimate price database for the loss location area. No custom or created databases are to be used. If the estimate is a supplement to the original loss damage estimate, please use the original price list for new or added components If a new or updated database is loaded during the creation of an estimate, all previously entered components must be recalculated to the new database pricing. This does not apply to Supplemental estimates Include overhead and profit when complexity of loss requires the need for a general contractor to oversee repairs (not always three distinct trades) Estimates are to be submitted to QBE for review and approval; do NOT release estimates or any other documents to policyholders or any third party without QBE's prior approval. Text lines should be used whenever less than 100% of the item is being estimated Text lines should be used to describe the estimate components when unusual damages or circumstances are involved; it helps the customer understand the estimate and avoids confusion for QBE during potential re inspections A deduction for openings should be shown for each affected interior room and taken for applicable component operations (examples: painting, cleaning, etc.); measure all openings to the outside edge of interior trim if present. This also applies to exterior elevations Cabinets (wall and base), tub surrounds, showers, and mounted mirrors are considered openings with respect to painting, cleaning, wallpaper operations. This would not apply to framing, drywall, etc. operations Estimates and Sketch diagrams should show number of doors, windows, and missing wall measurements Roof estimates should show the number and type of layers (example: two layers, composition over wood shake) in a line item note 1 P age

2 Contents: All estimates must include the applicable state and/or local sales tax. Sales tax should not be included in each line item entry but should be a single total amount to properly reflect the material and/ or labor directed by state law. Each estimate must show the actual tax percentage being applied to the loss. Each estimate must include the date of loss and inspection date Each estimate must include the QBE issued claim number If contents cleaning (textiles included) is needed, adjuster approval is required. The work should be placed on a separate estimate from the mitigation and/or reconstruction estimates. Photo Requirements: Photographs are to be sufficient to properly and clearly document damages; show all affected areas Photograph the risk address and each exterior elevation whether damaged or not Photograph front, back, and side yards. Include Landmark photos of neighboring properties or structures to identify LPI properties properly Roof photographs should include the drip edges, multiple layers, and general condition of the roof surface as well as the pitch gauge (indicating the roof pitch) Photograph quality should be such that QBE can easily identify damages; wide views and close ups are useful to verify damages Photographs should include all visible damage located at loss site whether or not it appears to be related Photographs are to include a brief description of the damages depicted Photographs are to be in digital format and attached to reports The number of photos must be reasonable to properly document the loss conditions but avoid needless duplication Diagrams: Diagrams are required on all claims but can be outside of Xactimate "Sketch" Diagrams should detail rooms and dimensions for all affected areas and/or adjoining rooms (example: open runs of flooring) Offsets should be illustrated on the diagram; rooms should not be squared off Interior room diagrams should include the position of doors and windows Roof diagrams and measurements are required on all claims where there is possible roof damage or is the cause of loss Roof diagrams are to include the dimensions, roof pitch, number of stories, and the age and number of layers of the existing roofing; show measurements for all ridge, hips, eaves, and rake dimensions Roof diagrams should indicate which slopes are recommended to be repaired or replaced Roof diagrams should show the location of vents, jacks, and length and placement of ridge vents 2 P age

3 Measurements: Measurements should be to the nearest inch except for cabinets and countertops Interior room measurements should be made wall to wall (not trim to trim) Floor measurements should have cabinets, bathtubs, etc. deducted where appropriate for the type of flooring; hard flooring such as tile or wood or vinyl tile should reflect appropriate deductions (NOTE: vinyl sheet or roll goods should not have deductions due to the way the material is purchased) Cabinets and countertop measurements should be the nearest foot; measure back corner to back corner unless it is a post form countertop Exterior repairs should be broken out by elevation with measurements; examples: front, right, rear, left (NOTE: estimates should reflect total overall measurements and dimensions for each elevation and include deductions for any applicable openings Offsets must be included in the estimate and illustrated on the diagram. Rooms should not be "squared off' Rooms should be identified by a name also reflected and consistent with the estimate (e.g., kitchen, living room, etc.) Roofing: Repair should always be the first option considered in the estimate scope Roof tear off is a fixed amount. Do not add an additional waste factor for tear off Roof claims are to be physically inspected with no exceptions. The investigation should occur from the surface of the roof If roof replacement is recommended, an explanation as to why repairs are not possible should be included When estimating damages on roofs where the existing material is 20 yr, 3tab, comp shingles, 25 yr, 3tab, comp shingles are an acceptable LKQ replacement product All decisions to repair or to total a roof, must be based on the conditions of the roof and normal reparability issues. Select the appropriate waste factor for the type of roof being replaced or repaired. Waste percentage should consider if the ridge material is cut or manufactured Roof slopes should be estimated as separate entities unless the roof is totaled Photographs of hail impacts circled Replacement and/or repair recommendations are to be supported by the estimate, measurements, diagrams, photographs, and report Granule loss in and of itself is typically not considered damage; some granule loss is inherent to composition type shingles If spaced sheathing is observed, photographs from the attic should be taken for documentation 3 P age

4 Flooring and ITEL: Repair should always be the first option considered in the estimate scope If flooring replacement is recommended, an explanation as to why repairs are not possible should be included Typically, we only owe for one finished surface; this applies to all flooring surfaces (examples: wood, vinyl, tile, carpet, etc.) Typically, we owe to replace hardwood with hardwood; the top surface (sand and finish) is considered to be the finished surface - if you have carpet over a hardwood floor, do not figure to sand and finish the hardwood floor and then replace the carpet Replace vinyl flooring to a 'break'; either another vinyl floor covering or a threshold laid over vinyl (vinyl sheets come in 6' or 12' widths - some more expensive vinyl sheets come in 9 ' widths) Area deductions for items such as base cabinets should only be taken when calculating 'laid to fit' flooring products such as vinyl tile, hard tile, wood flooring etc.; flooring products such as roll (carpet) or sheet (vinyl) goods are 'cut to fit' installation and should not reflect deductions Carpet and sheet vinyl measurements should be calculated by the square foot Do not clean carpet that is going to be replaced ITEL Flooring Process for all QBE Homeowner policy loss assignments. Please take and submit flooring samples to ITEL on all losses involving flooring damage if the replace quantity is equal to or greater than 300sf, or if premium grade flooring is being estimated. When filling out the ITEL form be sure to add QBE in the bill to section. When taking flooring samples for ITEL, remove them from a closet, against a wall or another out of the way location so as to not create a hazardous situation for occupants Cabinets: Consider cabinet repair when possible depending on the scope of damage If cabinet replacement is recommended, an explanation as to why repairs are not possible should be included Typically, we owe for equivalent quality of material; i.e. like kind and quality Non-site built cabinet units can be removed and replaced on an individual basis Site built cabinet runs may require more extensive repair or replacement options depending on trim, shelving, and tie-ins Drywall: A minimum charge should be figured if the total dollar amount of drywall patches is less than the minimum charge; if the total square foot price to remove and replace a complete wall is less than the total for all patches, use the square foot calculation Be sure to estimate using the proper component for the repair (there are multiple components to choose from) Popcorn or blown acoustic textured ceiling repairs should reflect a scope for remove and replace on the entire ceiling versus spot repairs within the ceiling area, unless the existing ceiling has been previously spot repaired 4 P age

5 Painting and decorating: If only one wall in a room is damaged, it is appropriate to paint all walls in the same room. This would not include the ceiling unless the ceiling also sustained damage. When a wall or ceiling has been water stain damaged, the standard repair is to spot seal the stain and paint the wall or ceiling with one coat Consideration should be given when ceilings, walls, and trim are different colors or types of paint; for example, repairing ceiling damage does not necessarily require painting the walls when they sustain no damage and/or are a different color than the ceiling New drywall typically requires a prime coat prior to the finish coat, or a total of two coats Documentation is required if estimating three paint coats Trim should not need to be painted unless it sustains damaged Shower Pan Losses: If replacement is recommended, an explanation as to why repairs are not possible should be included Consideration should be given to reparability (i.e. thin set versus mud set, etc.) before replacement is determined If grout failure is evident, service provider should notify QBE to discuss next steps Fencing: If fencing replacement is recommended, an explanation as to why repairs are not possible should be included. Repairs should not be depreciated Depreciation only applies if one entire fence run (corner post to corner post) has been damaged and needs replacement; replacing anything less than an entire fence run would be considered a repair and not subject to depreciation. This is a general rule as some exceptions may exist and need to be considered and noted If a fence is co-owned, payment should reflect 50% of the estimated cost for repair or replacement; documentation of co-ownership should be obtained - but if verification of coownership cannot be obtained, estimate the loss at 100%. Estimates for verified co-owned fence losses should show the full scope of damage, then reflect 50% of the unit cost. This should be noted as a line item note in the body of the estimate Fence inspections should include measurements of damaged areas or runs; do not count fence sections Debris Removal: Debris removal is an allowance for general clean up and removal of debris out of the house or structure and to the truck or dumpster. If a dumpster is involved, consider the proper size and the number of times it has to be emptied If a 'Truck Load' or 'Dump Truck' component is being considered to haul debris, it is acceptable to use a fraction of the load if a full load is not required; some contractors use a single truck to make runs to multiple job sites 5 P age

6 Depreciation: QBE Adjuster will calculate applicable depreciation based on photos, diagrams, measurements, notes and supporting information provided by Service Provider with the Estimate Package. Overhead and Profit: The application of Overhead and Profit (O&P) should be calculated as Overhead (10%) AND Profit (10%). Overhead and Profit should be included when the complexity of the loss or conditions of the loss require the need for a General Contractor; do not determine O&P based solely on the number of trades involved in the repairs Overhead and Profit calculations should not include tax Tax should not be applied to the O&P calculation amount unless required by the state where the loss occurred Required Uploaded Documents to XactAnalysis Photos of affected areas. Sketch of damaged area including dimensions Direct Authorization to Pay for services rendered Certificate of completion All invoices for Bid items 6 P age