1. Operate from business locations reasonably accessible to customers, established in compliance with all state and local laws and regulations.

2. Demonstrate consumer oriented business practices by insuring all staff are properly trained and that they have identification showing who they are working for.

3. Employ as field estimators only persons who are properly licensed, technically sound and can demonstrate proficiency through completion of collision industry training as provided by I-CAR, insurer operated "in-house" schools, vendor schools, or accredited technical and vocational schools and testing by ASE Damage Analysis & Estimating Certification. (Trainees must have mentors during their development period.)

4. Continuously evaluate estimators and inside adjuster training courses to ensure that these courses provide current practices and procedures for a safe and quality repair.

5. Require that all management involved in Auto Physical Damage attend courses that keep them abreast of industry issues and technology.

6. Continuously monitor the market to ensure training reflects an awareness of the requirements placed on the repairer to meet environmental, safety and modern vehicle repair standards.

7. Have the capacity, where the insurer requires repairer to produce electronic estimates to interpret, audit, send and receive estimates and track assignments electronically.

8. Examine current business practices to see that front line staff respect the spirit of agreement implicit in our mutual acceptance of traditional estimate page logic.

9. Encourage field staff and inside staff to belong to and attend industry meetings and organizations.

10. Demonstrate commitment to customer service by providing adequate systems, training and motivation to enable both field and inside staff to respond to communications from customers and repairers in a timely and informative manner.

11. Train and require field and inside staff to make full, detailed and technically accurate explanations of the estimate to the customer and repairer. Adhere to all local, state and federal specific regulations and laws. To include but not limited to full disclosure of the type of parts written on the estimate.

12. Develop a streamlined, timely and cost effective means of responding to supplements.

13. Assure whenever possible that payment for all known damage is in the hands of the customer or repairer prior to completion of the repairs.

14. Make commitments with the repairer to have the vehicle released when it is repaired, including making prior arrangements for supplements and "direction to pay."

15. Monitor and survey files, reinspect damaged and repaired vehicles, interview customers and repairers to verify that staff are communicating and negotiating in good faith. Adhere to fair claims practices and industry repair procedures, designed to produce a quality, cost effective, customer focused repair experience.