Mitsui Sumitomo Marine Management (U.S.A.), Inc.

Mitsui Sumitomo Marine Management (U.S.A.), Inc. (MSMM), the manager of insurance services for Mitsui Sumitomo Insurance Company of America and Mitsui Sumitomo Insurance USA Inc. (The Companies), and the members of the MSMM claim staff subscribe to the following principals regarding the management and handling of claims presented under insurance contracts issued by The Companies to its customers and policyholders.

MSMM will provide timely and informed claim services to all policyholders, third party claimants, injured employees, and other members of the insurance community and public (claimants), as claims are reported to MSMM by The Companies policyholders and brokers. All reasonable and justified claims will be paid promptly, along with other appropriate services provided in a fair, equitable, and timely manner. Full compliance will be provided by MSMM and its representatives with all requirements and guidelines of the various Unfair Claim Practices Acts enacted by the various jurisdictions where MSMM provides claim services. In those jurisdictions where an Unfair Claim Practices Act is not in place, MSMM and its representatives will be guided by and adhere to the provisions of the NAIC Model Act (National Association of Insurance Commissioners). A copy of the model act is part of MSMM’s Claim Handling Manual.

CLAIM POLICY	ACTIVITIES REQUIRED
1. Enlightened and informative claim services are to be provided for all customers and claimants by MSMM, and its representatives, at all times.	Compliance with MSMM’s Claim Handling Philosophy Compliance with MSMM’s Claim Handling Guidelines and Service Standards Compliance with MSMM’s various Claim Operational Guidelines
2. Achieve and maintain Strong Customer Satisfaction attracting and attaining new customers for the companies.	Immediate response to the needs of our Customers Thorough and timely investigation of all claims Prompt contact with customers Timely response to all inquiries Professional and timely completion of customer claim reviews Create Special Claim Handling procedures to accommodate the specific needs of our insureds
3. Fair and prompt claims settlement	Strict compliance with the various state Unfair Claim Practices Acts Prompt evaluation of compensability / liability to ensure timely posting of reserves to reflect full exposure Prompt acquisition of settlement authority Prompt payment of all justified and appropriate claims
4. Provide and maintain a strong workforce of highly qualified personnel.	Completion of internal audits to ensure compliance Offer internal/external training opportunities for employees Pursuit of Continued Education
5. Minimize case backlogs	Compliance with MSMM’s Claim Handling Philosophy Strict adherence to Diary Management Completion of Internal Audits Completion of Financial Audits
6. Effectively utilize the systems and information platforms provided by the MSMM IT Department	Continue to make strategic use of IT in servicing our customers Promote the utilization of Claim Inquiry with our Customers Accurate and timely completion of system claim records
7. Provide strong internal controls and quality analysis of all claim handling policies and practices	Compliance with MSMM’s Claim Handling Philosophy Compliance with MSMM’s Claim Handling Guidelines and Service Standards Compliance with MSMM’s various Claim Operational Guidelines Thorough and timely investigation of all claims Completion of Internal Audits Completion of Financial Audits


MITSUI SUMITOMO INSURANCE^®