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1 Acturis Best Practice Guide

2 Contents Contents ................................................................................................................................................. 2 Assigned Tasks ....................................................................................................................................... 4 Recent Contacts ..................................................................................................................................... 5 Favourite Contacts ................................................................................................................................. 6 Shortcuts ................................................................................................................................................ 8 How to log on ....................................................................................................................................... 10 How to change your password ........................................................................................................... 11 Forgotten Password ............................................................................................................................ 12 How to add Acturis Plug In to Modules .............................................................................................. 13 Locating a Contact .............................................................................................................................. 15 Adding a Task ...................................................................................................................................... 16 Locate Tasks ....................................................................................................................................... 19 Use of Tasks ........................................................................................................................................ 20 Task Title Labelling ............................................................................................................................. 21 E-file Labelling – Principles ................................................................................................................ 22 Accounts - E-file Labelling ............................................................................................................... 23 Affinity - E-file Labelling ................................................................................................................... 23 Care - E-file Labelling ...................................................................................................................... 23 Claims - E-file Labelling ................................................................................................................... 24 Commercial - E-file Labelling .......................................................................................................... 24 Farm - E-file Labelling ..................................................................................................................... 25 Personal Lines - E-file Labelling ..................................................................................................... 26 Policy Descriptions .............................................................................................................................. 28 How to add a Contact ......................................................................................................................... 29 How to add an Opportunity ................................................................................................................. 31 How to process New Business (Manual) ........................................................................................... 34 How to process a Renewal (Manual) ................................................................................................. 44 How to process a Mid-Term Adjustment (MTA) (Manual) ................................................................. 48 How to process a Cancellation (Manual) ........................................................................................... 53 How to create a Multi-Policy Finance Quote ...................................................................................... 54 Policies Non-Refundable on a Pro-Rata Basis .................................................................................. 60 Adding an Underlying Insurer ............................................................................................................. 61 How to Create a Refund Request Email to Accounts ........................................................................ 63 How to add the Scanning Module ...................................................................................................... 65 How to add a Client Fee ...................................................................................................................... 66 How to add a Related Contact ........................................................................................................... 69 Using the Client Survey Field on Acturis ............................................................................................ 71

3 How to Access the TEST Environment ............................................................................................... 73 How to Transfer a Client Executive .................................................................................................... 74 How to create a Grid View Risk Spreadsheet .................................................................................... 76 How to add a Void and Clone Policy................................................................................................... 80 Reporting Questions- Cancellation or Lapse Transaction ................................................................ 81 Reporting Questions – Contact Level ................................................................................................ 82 Reporting Questions – Policy Level/Quote Level .............................................................................. 83 How to access the Acturis Academy .................................................................................................. 84 Transfer of Agency Process ................................................................................................................ 85 How to use Activity Types ................................................................................................................... 86

4 Assigned Tasks 1. Log on to Acturis and select the ‘Home’ tab at the top of the screen. 2. Select ‘Assigned Tasks’ on the left-hand side of your screen. 3. All outstanding tasks assigned to you that have reached their set date are displayed in this section.

5 Recent Contacts 1. Log on to Acturis and select the ‘Home’ tab at the top of the screen. 2. Select ‘Recent Contacts’ on the left-hand side of your screen. 3. Client records that you have accessed in the last 7 days will be displayed here.

6 Favourite Contacts 1. Log on to Acturis and select the ‘Home’ tab at the top of the screen. 2. Select ‘Favourite Contacts’ on the left-hand side of your screen.

7 3. To add a contact to your ‘Favourite Contacts’. Click the star on the top right-hand side of the contact. Once the star turns yellow it has been added.

8 Shortcuts 1. Log on to Acturis and select the ‘Home’ tab at the top of the screen. 2. Select ‘Shortcuts’ on the left-hand side of your screen.

9 3. There are already shortcuts provided in here by Acturis. You can customise the shortcuts you wish to see in this section, by choosing ‘Select Shortcuts’. 4. After pressing ‘Select Shortcuts’, tick the shortcuts you want and click ‘Save’, this will then delete any shortcuts you haven’t selected. If a shortcut you would like isn’t available in the list, please speak to an Acturis Superuser.

10 How to log on 1. Double click on the Acturis icon to launch the ‘Log On’ screen. 2. Fill in your ‘User Name’ and ‘Password’. 3. Click ‘Log On’.

11 How to change your password 1. Double click on the Acturis icon to launch the ‘Log On’ screen. 2. Select ‘Change Password’. 3. Fill in your ‘User Name’, ‘Current Password’, ‘New Password’ and ‘Confirm New Pass-word’. 4. Click ‘Change Password’.

12 Forgotten Password 1. Double click on the Acturis icon to launch the ‘Log On’ screen. 2. Select ‘Forgotten Password’. 3. Fill in your ‘User Name’ and click ‘Request Temporary Password’. Your Account has now been reset and a temporary password will be emailed to you shortly. 4. Once you have received your temporary password by email, fill in your ‘User Name’, ‘Tem-porary Password’, ‘New Password’ and ‘Confirm New Password’ and then click ‘Log On’.

13 How to add Acturis Plug In to Modules 1. Close Acturis and go to your Desktop Taskbar at the bottom of your screen. 2. Click the up arrow at the right-hand side of your screen. Right click on the Acturis Icon and select ‘Settings’. 3. Select ‘Plug In Settings’.

14 4. Select ‘Reinstall’ and tick the following modules: Microsoft Word, Microsoft Excel, Mi-crosoft Outlook, Microsoft PowerPoint, and Desktop Upload. Then select ‘Apply’ and then ‘OK’. 5. If the Plug Ins do not appear on your modules at first, a computer restart may be re-quired.

15 Locating a Contact 1. To locate a client, select the ‘Broking’ tab and select ‘Locate Client’. 2. The drop-down menu under ‘Search On’, offers multiple different search criterias depending on the information you have available. a. **HINT** - the best methods of locations a contact are the following: i. Contact Ref. ii. Postcode iii. Name/Surname 3. Type your search text into the field provided. a. **HINT** - for text searches Acturis will locate records that BEGIN with the text entered. To search for all records that contain the text put a % at the beginning. b. 4. To enter the client’s file simply double click on the name when it shows in the results.

16 Adding a Task 1. Log on to Acturis and select the ‘Task Management’ tab at the top of the screen. 2. In the bottom left corner, click ‘Add’ to add a new task, this will pop out the following box. Acturis Task Management Guidance Document

17 3. Then complete the following: a. ‘Activity Type’ – Diary b. ‘Start Date’ - will automatically populate with today’s date, change this to your re-quired date. c. ‘Office’, ‘Team’ & ‘User’ - will automatically populate with your details, however if you wish to assign the task to someone else, these can be amended. d. ‘Title’ - summary of what the task is about. e. ‘Description’ - further detail about the task. f. You can also attach relevant documents to the task, by clicking ‘Add’ in the bot-tom left corner.

18 4. You can then assign it to the relevant context, e.g. contact, policy, RFQ etc, by clicking ‘Edit Context’, search for the client, once found, select the client. If you wish to add the task to a policy, RFQ within the client level, click ‘Search within Contact’ and find the most relevant level to add the task against and then click ‘Ok’. 5. Your task will then show on your list of tasks to be done.

19 Locate Tasks Tasks can be located from two locations: 1. Via the ‘Task Management' tab – this will automatically show you any outstanding task as-signed to yourself. 2. From the Broking module under the client - by selecting ‘Task Management’ under the ‘File & Diary’ section. *Tip* - Please note that if you want to search for tasks in the future, please amend the ‘Date To’ to the required date you want to search by.

20 Use of Tasks Tasks can be used for multiple purposes, please see some examples below:  Chase renewal  Post  Request for internal underwriters to action change  Feedback on quote  Underwriting completed  Respond to client query  Awaiting confirmed documents from insurers

21 Task Title Labelling All task titles to be labelled as follows: Notes: - PRODUCT – to be replaced with the product or cover it refers to - INSURER – to be replaced with Insurer name - Remember any further notes and detail should be stored within the Task Description box with dates and initials. - Tasks should be checked several times a day - No-one should be sat with several historic client/insurer/accounts tasks, once something has been chased (unless an answer is required that day) it should be updated and moved on. Task Title Label Use Timeframes MTA-INSURER-WEF xx/xx/xx Mid Term Adjustment Required Change of vehicle/additional property etc Same day MTA-INSURER DOCS- xx/xx/xx Mid Term Adjustment Awaiting insurer docs 5 working days MTA-CLIENT-AWAITING INFO Mid Term Adjustment awaiting client info 2 working days MTA-INSURER-AWAITING QUOTE Mid Term Adjustment awaiting quote 2 working days NB-CLIENT-AWAITING INFO New Business awaiting information/fact find from client 2 working days NB-INSURER-AWAITING QUOTE New Business awaiting quote from in-surer 2 working days NB-INSURER-WEF xx/xx/xx New Business pending on cover instruc-tions 2 days before in-ception date RNL-CLIENT-AWAITING INFO Renewal awaiting information/fact find from client 2 working days RNL-INSURER-AWAITING TERMS Renewal awaiting terms from insurer fol-lowing amendments 2 working days ACTION-PRODUCT-WEF xx/xx/xx Client queries or call backs required Same day *RNL-CONFIRMATION-DUE xx/xx/xx Renewal to be confirmed with client (single renewal product level/multiple renewals client level) 5 days before re-newal RNL-INSURER DOCS xx/xx/xx Renewal awaiting on cover insurer docs 5 working days PREMC FUNDING DUE xx/xx/xx Premium credit funding due Date funding due PREMC DEFAULT Premium credit default Same day PREMC AGREEMENT Premium credit agreement has not been signed Same day PREMC CANCELATION xx/xx/xx Premium credit cancellation request Same day

22 E-file Labelling – Principles Activity Type - choose the most relevant from the drop down (see Activity Types guidance docu-ment) Highlighted Activity box - highlighted Activity should be selected for the following reasons only: - Motor Insurance Database (MID) log in details - Credits when the clients have requested money to be left on account - Anything which has happened mid-year which is likely to affect the renewal or which the Client Executive/Advisor will need to know prior to renewal discussions, this could be items such as the client advising that they have made redundancies through the year or used Rradar services, any dissatisfaction raised by the client surrounding service, claims or premiums etc. - Policy wording storage as per McClarrons moments 17/09/2021 A Highlighted activity can be removed by deselecting the box when no longer required or relevant. Activity Direction – choose the most relevant from the drop down box (Incoming, Internal or Out-going. Activity Date - this is pre-populated with the date you are adding the E-file note, however, should you not be able to add immediately you can alter this date. Please note that Acturis still records in the history the date when the note was actually added to the file. Activity Time - this is pre-populated with the time you are adding the E-file note, however, should you not be able to add immediately you can alter to the time of the action when you are adding the note. Please note that Acturis still records in the history the date when the note was actually added to the file. Description - the E-file note itself should always be, clear, concise and factual, covering the full details when in respect of conversations. - It should be titled with the appropriate product/department code from the instructions below, with the reminder of the title being a very brief overview of the content. Should fur-ther detail be required you can enter this below by pressing enter twice. - Titles should be in capitals and should not include spacing; this should be replaced with a hyphen. - Dates should only be included in the title where this is in reference to an MTA date or An-nual Renewal documentation. - “To” and “From” are not to be used within the title, this will have been capture by your earlier Activity Direction of incoming/outgoing selection. - For example: o HH-RNL-SCHEDULE-2024 o FM-QUOTE-ADDITONAL-DRIVER-JOHN-PETERS  Mrs Cape called to request a quote for John Peters to drive YY20 ABC, DOB 01/01/1970, no claims, no convictions, no medical conditions, li-cence held since 1990. Mrs Cape is aware exact details will be required should she wish to proceed with quote – confirmed I would speak with in-surers and call her back o FLEET-MTA-YY20ABC-REPLACES-DM12XYZ-01/01/2024  Advices regarding change of vehicle o COMB-MTA-ADD-MOBILE-PHONE-01/01/2024

23  John called to add iPhone 10 value £900 with immediate effect, con-firmed I would action and forward documentation in due course for pay-ment Accounts - E-file Labelling Full Description E-file Code General comments ACC- HSBC banking correspondence ACC-HSBC- Insurer correspondence ACC-INS- Internal conversations surrounding client pay-ments ACC-DEBT- Credit control ACC-DEBT-CC- Affinity - E-file Labelling Full Product Target E-file Code High Value Household AHH- High Value Motor AM- Transaction/Document E-file Code Renewal RNL Mid-Term Adjustment MTA Cancellation CANX Declaration DEC Proposal form PROP Statement of Fact SOF Business Information Disclosure Form BIDF Schedule SCHEDULE Care - E-file Labelling Full Product Target Further Breakdown E-file Code Commercial Combined Domiciliary Care DOM- Supported Living SUPP- Day Care DAY- Care Homes CARE-H- Complex Care CXC- Children’s Homes CHILD-H- Charity CHARITY- Village Hall VH- Social, Farms & Gardens SF&G- Combined Liability LIABS- Legal Expenses ARAG Legal ARAG- Fleet/Non-Fleet Rated Commercial Motor FLEET- PI Package PI- Commercial Loss Recovery Lorega Loss Recovery LOREGA- Property Owners PO- Management Liability MLP- Office & Surgeries Office OFF- Surgery SUR- Clubs CLUB-

24 Excess Liability Package XOL- Public Liability LIABS- Engineering Inspection ENG INSP- Tradesman & Professionals TM- Minibus MINI-B- Associations & Charity A&C- Commercial Vehicle Commercial Vehicle CV- Business Car BC- Cyber CYBER- Special Types ST- Event EVENT- Transaction/Document E-file Code Renewal RNL Mid Term Adjustment MTA Cancellation CANX Declaration DEC Proposal form PROP Statement of Fact SOF Business Information Disclosure Form BIDF Schedule SCHEDULE Claims - E-file Labelling Full Description E-file Code Coverage Advices CLM-CA- Documents Requested CLM-DR- Documents Obtained CLM-DO- Documents Sent CLM-DS- Further documents requested CLM-FDR- Further documents obtained CLM-FDO- Further documents sent CLM-FDS- Settlement requested from insurer CLM-SRI- Settlement requested from client CLM-SRC- Settlement obtained CLM-SO- Claim Status update requested CLM-SUR- Claim Status update obtained CLM-SUO- Claim Status update client CLM-SUC- Reserve Update CLM-RU- Closure Confirmation CLM-CC- Closure confirmation to client CLM-CCC- Commercial - E-file Labelling Full Product Target Further Breakdown E-file Code Combined Business Travel/PA/Sickness BUS-TRAV- Group Personal Accident & Sickness GPA- Personal Accident & Sickness Personal Accident PA- Personal Accident & Sickness PA&S- Commercial Combined Commercial Combined COMB- Pubs & Restaurants PRP- Contractors Combined CONTR-

25 Cyber CYBER- Computer COMP- Engineering & Construction Hired in Plant HIP- Owned Plant PLT- Contractors All Risks CAR- Engineering Inspection INSP- Events EVENTS- Goods In Transit GIT- Tools In Transit TOOLS- Combined Liability LIABS- Excess Liability XOL- Marine/Cargo CARGO- Management Liability MLP- Commercial Vehicle Commercial Vehicle CV- Business Car BC- Fleet & Non-Fleet Rated Commercial Motor FLEET- Special Types ST- Motor Trade Combined (Internal & Road Risk) MTC- Internal Risk MTIR- Road Risk MTRR- Small Craft SC- Professional Indemnity PI- Property Owners PO- Rent Guarantee RG- Hotels HOTEL- Office & Surgeries Office OFF- Surgery SUR- Pubs & Restaurants PRP- Shops & Salon Shop SHOP- Salon SALON- Tradesman & Professional TM- Commercial Loss Recovery LOREGA- Legal Expenses Coplus Motor Legal MLE- ARAG Legal Expenses ARAG- Transaction/Document E-file Code Renewal RNL Mid Term Adjustment MTA Cancellation CANX Declaration DEC Proposal form PROP Statement of Fact SOF Business Information Disclosure Form BIDF Schedule SCHEDULE Farm - E-file Labelling Full Product Target Further Breakdown E-file Code Farm Combined FC- Non-Fleet/Fleet Rated Motor FM- Management Liability Management Liability MLP- Rural Protect RP- Combined Liability Equine ELC- Wind Turbine WTLC-

26 Solar Panels SPLC- Livestock Equine EQ- Engineering ENG- Legal Expenses Motor MLE- Family FLE- Commercial Loss Recovery Lorega Loss Recovery LOREGA- Farming Livestock FL- Engineering Deterioration of Stock DOS- Professional Indemnity PI- Tradesman TM- Warehouse Keepers Liability WKL- Special Types Horse Box HB- Breakdown BD- Cyber CYBER- Small Crafts SC- Special Events EVENT- Working From Home WFH- Engineering Inspection ENG INSP- Transaction/Document E-file Code Renewal RNL Mid Term Adjustment MTA Cancellation CANX Declaration DEC Proposal form PROP Statement of Fact SOF Business Information Disclosure Form BIDF Schedule SCHEDULE Personal Lines - E-file Labelling Full Product Target Further Breakdown E-file Code Personal Household Combined HH- Private Car PC- Private Motorcycle MC- Caravan (Domestic) C-VAN- Personal Travel TRAV- Small Crafts SC- Special Types ST- Motor Breakdown BD- Agricultural Vehicle AV- Second Home SH- Vintage Car VC- Horse Box HB- Legal Expenses Family FLE- Motor MLE- Commercial Loss Recovery LOREGA- Transaction/Document E-file Code Renewal RNL Mid Term Adjustment MTA Cancellation CANX

27 Declaration DEC Proposal form PROP Statement of Fact SOF Business Information Disclosure Form BIDF Schedule SCHEDULE

28 Policy Descriptions The general guidelines to follow: Quotation <Product Target> Quotation – <Effective Date> – <Additional info as required (see below examples)> New Business <Product Target> New Business – <Effective Date> – <Additional info as required (see below examples)> Renewal <Product Target> Renewal – <Effective Date> – <Additional info as required (see below examples)> Renewal Requote/Remarket <Product Target> Renewal Requote/Remarket – <Effective Date> – <Additional info as required (see below examples)> MTA <Product Target> Mid-Term Adjustment -effective <Effective Date> – <Additional info as required (see below examples)> Cancellation <Product Target> Cancellation – effective <Effective Date> – <Additional info as required (see below examples)> Examples for each team: - Property Owners Quotation – 1st January 2024 – 29 Market Place - Farm Motor Quotation – 1st January 2024 - Private Motor Renewal – 1st January 2024 – G2 FLA - Personal Household (contents only) Renewal – 1st January 2024 – 29 Market Place - Farm Combined Renewal – 1st January 2024 – High Snape Farm - Farm Combined New Business – 1st January 2024 - Employers Liability Renewal – 1st January 2024 - Motor Fleet Policy – G2 FLA added – effective 1st January 2024 - Commercial Combined – Cancellation – effective 1st January 2024 – Business Sold - Tradesman Renewal Requote/Remarket – 1st January 2024 Please note: - Company Names should not be used in descriptions – the Company Name/Client Name is shown on all invoices/letters & SODANs, therefore policies should be specific to the client level - If Household or Property Owners, use First Line of Address as additional info (unless multiple sites/properties impacted then leave additional information out) - If Private Motor or an MTA concerning individual vehicle, use Vehicle Registration as additional info - Don’t use insurer/provider name in descriptions - Don’t use word ‘Insurance’ in descriptions - Date should read in full (as in above examples)

29 How to add a Contact 5. Open Acturis and select the ‘Broking’ tab at the top of the screen. 6. Go to the ‘Add’ section in the ‘Options’ tree on the left-hand side of the screen. There are 4 different types of contacts that you can add onto Acturis: - Company – A prospect or client. - Individual – A prospect or client. - Agent – An intermediary such as a sub broker. - Introducer – An intermediary who refers business to us. - Third Party – For example a loss adjustor, accountant or interested party. - Insurer – An insurer record for the purpose of storing files and diary entries.

30 7. Select the contact that you would like to add, and it will bring up a blank form for comple-tion. Complete the mandatory questions highlighted in yellow. Once complete, these will change to white. Once all the questions are completed, click ‘Save’.

31 How to add an Opportunity 1. Open Acturis and select the ‘Broking’ tab at the top of the screen. 2. Go to the ‘Add’ section in the ‘Options’ tree on the left-hand side of the screen.

32 3. Select the contact that you would like to add (Company or Individual), and it will bring up a blank form for completion. Complete the mandatory questions highlighted in yellow. Once complete, these will change to white. Once all the questions are completed, click ‘Save’. 4. Select ‘Opportunities’ from the ‘Broking’ tree on the left hand side of the screen.

33 5. Select ‘Add Opportunity’ from the ‘Options’ tree in the middle of the screen. 6. Complete all mandatory fields in yellow and click ‘Save’. *Tips*  All new business must be loaded as an opportunity before RFQ for conversion stats to be accurate.  If DOB is unknown enter 01/01/1900  Town/City in capital letters  Client Source – McClarrons/Soak Insure/McClarrons Sport  Equipsme – No  HMT – No  Account Handler – TBA  If you wish you can add a Task, Diary Start Date - 12 weeks prior. Title ‘Pro-spect: Name – due date’. However, the default is set to list in your pipeline 60 days prior to inception. 

34 How to process New Business (Manual) 1. Select the ‘RFQs’ level from the ‘Broking’ panel and then select ‘Add RFQ’ from the ‘Op-tions’ panel. 2. Fill in the required fields with the following: a. Product Target – relevant product you are quoting on b. Effective Date – requested policy start date (if unknown, put a week ahead of to-days date) c. Term End Date – will be automatically generated when you put the start date in d. Account Exec Office – Malton or Hull e. Account Exec – choose relevant Client Executive (if not determined yet, choose TBA) f. Account Handler Office – Malton or Hull g. Account Handler – choose relevant Client Advisor (if not determined yet, choose TBA) h. RFQ Description - complete in line with the Policy Description Guidance Docu-ment. Once complete, click ‘Save’.

35 3. Go to ‘Product Selection’ in the ‘Options’ panel and select the insurer products you re-quire. If you can’t find the insurer you require, ensure you untick the ‘Show Preferred & Selected Products Only’. 4. Go to ‘Risk Details’ in the ‘Options’ panel and input the details from the Fact Find. 5. Go to Claims History (if applicable), select ‘Add Claim’ and complete the required fields.

36 6. Click ‘Submit’ in the ‘Options’ panel under the ‘Actions’ section. . 7. Then create a Market Presentation (submission) to send to insurers. Go to ‘Create Docu-ment’ in the ‘Options’ panel. Select ‘Risk Information’ from the drop-down box in ‘Docu-ment Category’, select ‘Submission document listing all answered questions’ and click

37 ‘Create. Check the format of the document, save to the E-file as a PDF and send the sub-mission to the relevant insurers. *TIP* Don’t forget to create your email via Acturis! Simply click create email, use the ‘Insurer – New Business Quote required’ template and attach your submission by pressing the locate file tab! 8. Once quotation documents from the insurer are received, save them to the e-file and se-lect ‘Quotes Received’ in the ‘Options’ panel to view quote records. Highlight the required quote and select ‘Open Quote’.

38 9. Select ‘Rating Amounts’ in the ‘Options’ panel, click ‘Edit’ and enter the Premium, Com-mission and Tax as detailed on the Insurer Schedule. 10. Select ‘Premium Summary’ from the ‘Options’ panel and select ‘Admin Fee’ to add our Admin Fee and select ‘Insurer Fee’ to add the insurer fee if applicable.

39 11. Select ‘Client Requirements’ from the ‘Options’ panel. Here you can detail the cover, rec-ommend the quote and the reasons for doing so and highlight any endorsements/ex-cesses/exclusions/conditions etc of the policy. 12. Select ‘Rating Notes’ from the ‘Options’ panel and add in all endorsements/excesses/ex-clusions/conditions etc of the policy.

40 *Tip* - ‘Add Standard Wording’ may already have detailed endorsements/excesses/exclu-sions/conditions etc of the policy, just select the relevant one ensuring they are the same. 13. Input your insurer details including insurers quote reference number (you will also include your policy number here). *Please note it is important to add your policy number prior to invoicing, so the policy number appears on the invoice*. You also need use the ‘Add’ function to include any underlying insurers. 14. If a Risk Register is required instead of the Insurer Schedule: a. Go to the Main Level b. Select ‘Create Multi-Risk Document’ c. Search Criteria – select ‘Quote’ and ‘Obtained’ d. Click ‘Select’ and then ‘Create’ e. ‘Template’ - 01 Standard Risk Register McClarrons (01 Standard Risk Register McClarrons) (Risk Registers) f. Click ‘Ok’ g. Check the format of the document is correct h. Save to the E-file as a PDF

41 15. Next you need to create the Statement of Demands and Needs (SoDaN). a. Select ‘Create Document’ b. ‘Document Category’ – 02 McClarron Letters c. ‘Templates’ – SoDaN Commercial or SoDaN Consumer d. Click ‘Create’ and then ‘Ok’ e. Check the format of the document is correct f. Save to the E-file as a PDF 16. Go to the top of the screen and select the ‘More’ tab and select ‘Scanning’ use the Scan-ning Tool to merge the Quotation Documents into one file, in the following order: a. Register/Schedule b. SoDaN c. Key Facts/ IPID/Policy Summary d. Policy Wording e. Claims Guidance Documents (With only applicable cover type included) f. Plug into Acturis as a PDF on client level 17. Next you need to create the Quotation Letter: a. Go back to the RFQ level b. Select ‘Create Document’ c. ‘Document Category’ – choose your team d. ‘Templates’ – choose the relevant Quotation Letter template e. Click ‘Create’ and then ‘Ok’ f. Once the document is open in Word, check the following: i. Check the premium amounts have pulled through correctly ii. Remove the 2 Payment Options that are not applicable iii. Amend Broker Risk Register/Insurer’s Policy Schedule as applicable iv. Remove Statement of Fact if not applicable v. Remove any other bullet points that include documents that are not rele-vant vi. Amend all font colour to black vii. Plug into Acturis as a Word document and a PDF

42 18. Create an email to send the quotation terms to the client as per the Email Guidance Doc-uments ensuring the following documents are attached and named as follows: a. Quotation Letter b. Quotation Documentation c. Terms of Business and Privacy Notice 19. Send the email and plug this into the E-file. 20. Add a task to chase confirmation: a. Select ‘Task Management’ from the ‘Options’ panel b. Click ‘Add’ c. ‘Activity Type’ – Diary d. ‘Start Date’ – select the date you wish the task to pop up e. Task Title: *CHASE CONFIRMATION* f. List within the description what needs to be done, example: i. Accept Acturis ii. Confirm with Insurer iii. Confirm payment method 21. Your E-file should now have the following activities: a. Insurer Quotation Documents b. SoDaN c. Risk Register (if applicable) d. Quotation Letter e. Quotation Documents f. Email – Quotation Terms to Client 22. Once client has confirmed if they would like to go ahead: a. Upload an Acturis entry in the E-file showing the clients instructions, either the Phone Note or Email Instructions from the client.

43 23. Confirm cover with the insurers. Careful consideration must be taken if there have been various quotes/options provided by the insurer, you must be clear with the exact pre-mium and cover. Email to be plugged into Acturis. 24. Accept the RFQ and invoice with the correct payment method. a. Select ‘Accept Wizard’ from the ‘Options’ panel and follow the steps. 25. Send a Confirmation of Acceptance email to the client, attaching the following: a. Invoice b. Any applicable certificates c. Plug into Acturis 26. Update the existing task and forward for 5 working days to ensure the acceptance docu-ments are received from the insurer. Once Acceptance Documents are received from insurers. 27. Check insurer documents to ensure ALL DETAILS including the premium are correct. Once checked, if correct, these can be plugged into Acturis and sent to the client. If there are discrepancies, please query with insurers. 28. Mark the outstanding task complete.

44 How to process a Renewal (Manual) If a review meeting has been held, you should have already submitted renewal amendments to insurers upon receipt of the meeting notes. 1. Update the relevant details on the main client level of Acturis in the ‘Options’ panel in-cluding: a. People & Locations i. Consent Details b. Company Details - Company Reg Number/ VAT Reg Number/Year Estab-lished/Number of Employees/Wageroll/Turnover/ELTO Details i. Check and update Business Description and ABI Trade code c. Report Questions i. Client Source ii. HMT Sanctions List Checked d. Ensure any known Related Contacts are updated e. Account Options i. Ensure Sanctions Check has been completed ii. Update Payment Terms with last year’s payment method f. Marketing Information – i. Contact Source ii. Source Detail iii. Complete Terms of Business – Sent to Client, Date, Version No. iv. Main Renewal Day g. Account Handlers – add/delete accordingly 2. Check ‘Task Management’, including any future tasks, action if necessary. 3. Make note of last year’s payment method. 4. Go to the latest version of the relevant policy and select ‘Process Renewal’ from the ‘Op-tions’ panel and complete ‘Policy Description’: a. ‘Product Name’ Insurance Renewal due ‘Renewal Date’ e.g., Farm Motor Insur-ance Renewal due 17th April 2023 5. Locate Renewal Terms from the E-file and ensure insurer documents match the ‘Risk De-tails’. If there are discrepancies, you must ensure these are checked and if required re-ferred to insurers. 6. Update ‘Client Requirements’ a. Client Needs – Select cover as applicable b. Select ‘Recommended Quote’ c. Basis of Recommendation – d. Single or Limited Insurer as required e. Name of Intermediary if required f. Covers Recommended but not taken up – McClarrons Factors Highlighted by Us – Please add in any endorsements or excesses that are stated on the insurer schedule g. Covers Requested by Client but not provided – McClarrons – Covers Not Provided 7. Check ‘Claims History’, taking note of any claims. Renewal (Manual) Guidance Document

45 8. Update ‘Rating Notes’ with all endorsements/subjectivities/conditions/excesses as per the Renewal Schedule. 9. Select ‘Rating Amounts’ and input the renewal premium as per the renewal schedule – ensuring the IPT and Commission are correct. 10. Select ‘Premium Summary’ and add any insurer/admin fees that are included (if applica-ble). 11. Select ‘Insurer Details’, if applicable add the underlying insurer as noted on the insurer schedule. 12. Select ‘Documentation Compliance’ and accurately complete to reflect the correct dates and insert the TOBA Version Number. 13. On ‘Main Details’ check the policy number is correct as per the schedule and update if necessary. 14. Next you need to create the Statement of Demands and Needs (SoDaN). a. Select ‘Create Document’ b. ‘Document Category’ – 02 McClarron Letters c. ‘Templates’ – SoDaN Commercial or SoDaN Consumer d. Click ‘Create’ and then ‘Ok’ e. Check the format of the document is correct f. Save to the E-file as a PDF 15. If a Risk Register is required instead of the Insurer Schedule: a. Go to the Main Level b. Select ‘Create Multi-Risk Document’ c. Search Criteria – select ‘Renewal’ and ‘Obtained’ d. Click ‘Select’ and then ‘Create’ e. ‘Template’ - 01 Standard Risk Register McClarrons (01 Standard Risk Register McClarrons) (Risk Registers) f. Click ‘Ok’ g. Check the format of the document is correct h. Save to the E-file as a PDF 16. Next you need to create the Renewal Letter: a. Go back to the renewal policy level b. Select ‘Create Document’ c. ‘Document Category’ – choose your team d. ‘Templates’ – choose the relevant Renewal Letter template e. Click ‘Create’ and then ‘Ok’ f. Once the document is open in Word, check the following: i. Check the premium amounts have pulled through correctly ii. Remove the 2 Payment Options that are not applicable iii. Amend Broker Risk Register/Insurer’s Policy Schedule as applicable iv. Remove Statement of Fact if not applicable v. Include ‘Important Notice to Policyholder’ if applicable vi. Remove any other bullet points that include documents that are not rele-vant vii. Amend all font colour to black viii. Plug into Acturis as a Word document and a PDF

46 17. Create the Business Information Disclosure Form if applicable: a. Go to the ‘Main Level’ b. Select ‘Create Document’ c. ‘Document Category’ – choose relevant team d. ‘Templates’ – select ‘Business Information Disclosure Form’ either email or post e. Click ‘Create’ and then ‘Ok’ f. Check the format of the document is correct g. Upload to the E-file as a Word document 18. Go to the top of the screen and select the ‘More’ tab and select ‘Scanning’ use the Scan-ning Tool to merge the Renewal Documentation into one file, in the following order: a. Register/Schedule b. SoDaN c. Important Notice to P/H (If applicable) d. Key Facts/ IPID/Policy Summary e. Policy Wording f. Claims Guidance Documents (With only applicable cover type included) g. Plug into Acturis as a PDF on client level 19. Create an email to send the renewal terms to the client as per the Email Guidance Docu-ments ensuring the following documents are attached and named as follows: a. Renewal Letter b. Renewal Documentation c. Business Information Disclosure Form (if applicable) d. Terms of Business and Privacy Notice 20. Send the email and plug this into the E-file. 21. Add a task to confirm renewal: a. Select ‘Task Management’ from the ‘Options’ panel b. Click ‘Add’ c. ‘Activity Type’ – Diary d. ‘Start Date’ – select the date you wish the task to pop up e. Task Title: *RNL CONFIRMATION ‘Renewal Date’ f. List within the description what needs to be done, example: i. Accept Acturis ii. Confirm with Insurer iii. Confirm payment method 22. Your E-file should now have the following activities: a. Insurer Renewal Invitation Documents b. SoDaN c. Risk Register (if applicable) d. Renewal Letter e. Renewal Documents f. Email – Renewal Terms to Client 23. Once client has confirmed renewal: a. Upload an Acturis entry in the E-file showing the clients renewal instructions, ei-ther the Phone Note or Email Instructions from the client.

47 24. Confirm the renewal with the insurers. Careful consideration must be taken if there have been various quotes/options provided by the insurer, you must be clear with the exact renewal premium and cover to be renewed. Email to be plugged into Acturis. 25. Accept renewal and invoice with the correct payment method. a. Select ‘Accept Wizard’ from the ‘Options’ panel and follow the steps. 26. Send a Confirmation of Acceptance email to the client, attaching the following: a. Invoice b. Any applicable certificates c. Plug into Acturis 27. Update the existing task and forward for 5 working days to ensure the acceptance docu-ments are received from the insurer. Once Acceptance Documents are received from insurers. 28. Check insurer documents to ensure ALL DETAILS including the premium are correct. Once checked, if correct, these can be plugged into Acturis. If there are discrepancies, please query with insurers. 29. Mark the outstanding task complete.

48 How to process a Mid-Term Adjustment (MTA) (Manual) 1. Open the client and go to the policy you are required to process the MTA on. 2. Select the latest version of the policy and select ‘Process MTA’ from the ‘Options’ panel, the below box will pop out. A lot of the information is pre-selected, however, please check these are correct: a. Effective Date – this will automatically populate with the date you are processing the MTA, amend this date if the MTA is from a previous/future date. b. Term End Date – this will automatically populate with the existing expiry date, it is very unlikely this is required to be changed, if you do require to change it, it is likely you should be processing a ‘Temporary Mid-Term Adjustment (TMTA)’. c. MTA Reason - Select the most appropriate from the drop-down menu. d. Check all other prepopulated information and change if required. e. Policy Description – complete in line with the policy description guidance docu-ment. Then click ‘Save’(please note all these can be edited once you save the MTA).

49 3. This will then create you a ‘Obtained’ MTA policy line. Whilst on this line, go into ‘Risk De-tails’ in the ‘Options’ panel and make the relevant amendments to cover. 4. Contact the insurer via email, their online platform or phone to inform them of the rele-vant changes. Make sure that all communications with the insurer is noted on the E-File 5. The insurer will come back to you to confirm that the change has been made on their end by providing you with MTA documents. When these are received, check the documents to make sure that the changes you have requested have been actioned correctly and match the new risk details. Plug the new MTA documents into the E-File 6. On the insurer schedule, the insurer should have detailed whether an additional or return premium has been charged/returned for the change. Input this premium into Acturis via the ‘Rating Amounts’ in the ‘Options’ panel. If you have the ‘Gross Rate’ (net rate plus IPT), select ‘Premium Calculator’, input the total amount, and click ‘Ok’ and then ‘Save’.

50 7. Go to ‘Premium Summary’ in the ‘Options’ panel and check all amounts match the in-surer schedule. If the insurer has an ‘Insurer Fee’, this can be added on the ‘Premium Summary’ screen via the ‘Insurer Fee’ button. 8. Select ‘Accept Wizard’ in the ‘Options’ panel and if applicable, invoice when prompted. *Tip*- If the amount is a Credit (return premium) the document will still be named invoice. When you are saving the document as a PDF, remember to change the name of the docu-ment to ‘Credit Note’. 9. Once the MTA has been accepted, the new policy line will either show as ‘Live’ or ‘Ac-cepted’ dependant on the MTA start date. At this point you need to send confirmation and documentation (if received) to the client. Go to ‘Create Document’, select the relevant ‘Document Category’, select either ‘MTA Documents Received’ or ‘MTA No Documents’ dependant on whether you have received revised documents from the insurer and then click ‘Create’.

51 10. The letter should then pop up in word and pre-populate with the details from Acturis. Any-thing in red needs to be amended and then turned black. Once the letter is completed, save the document into the E-File as a Word document and a PDF. 11. Go to ‘Create Email’ in the ‘Options’ panel and select the following: a. Email Category – Policy b. Template Name – MTA Confirmation c. Contact Person – the name of the client you are going to be sending the MTA con-firmation and documents to. Then click ‘Ok’. 12. The email will pre-populate with certain information from the MTA, amend the wording where relevant and add any additional information into the email that you might want to draw the policyholders attention to (e.g., any new endorsements). 13. Click ‘Locate File’ and select the following documents: a. Mid-Term Adjustment Letter

52 b. Relevant Insurer Documents (Schedule and Statement of Fact if provided) c. Invoice or Credit Note if relevant. 14. Once you have completed the email, select ‘Edit in Outlook’. This will bring the email up in Outlook. Proofread and make sure it looks right and then click ‘Send’. It will then auto-matically prompt you to plug the email into the E-File.

53 How to process a Cancellation (Manual) 8. Select the latest version of the policy and select ‘Process Cancellation’ in the ‘Options’ panel. 9. Enter the cancellation date in ‘Effective Date’ and select a ‘Cancellation Reason’. Com-plete ‘Policy Description’: - Cancellation of ‘Product Name’ policy with effect from ‘Cancellation Date’ (e.g., Can-cellation of Farm Motor policy with effect from 22nd May 2023) 10. Use the ‘Create Email’ screen to send an email to the insurer instructing them to cancel the policy with effect from the date given and plug into the E-file. 11. When you receive Cancellation terms from the insurer, plug them into the e-file and check the ‘Premium Summary’ screen in the ‘Options’ panel. Acturis will calculate a pro-rata return premium. This can be amended on the ‘Rating Amounts’ screen to the correct return premium shown on the insurer schedule. 12. Return to the ‘Premium Summary’ screen to check the premium against the insurer schedule. Apply any fees or retained income using the ‘Commission Discount’ field. 13. Select ‘Accept’ from the ‘Options’ panel and invoice when prompted. 14. Create a ‘Cancellation Letter’. Stay on the latest version of the policy and select ‘Create Document’ and ‘Cancellation Letter’ amend accordingly and plug into the e-file. 15. Use the ‘Create Email’ screen to send an email to the client confirming the cancellation of their policy and attach the following: a. Cancellation Letter b. Cancellation Schedule (if applicable) c. Credit Note 16. Request a refund to the client from the accounts team if they pay via cash (using the ‘Re-quest Refund’ process). If you don’t have bank details on file, request these from the cli-ent when sending the confirmation email. 17. If the client has other policies, check whether this was the ‘Main Policy’. If so, assign the other relevant policy as ‘Main Policy’ for the client.

54 How to create a Multi-Policy Finance Quote 1. Make sure all policies you are wanting to include within the Finance Quote are in ‘Ob-tained’ status. 2. Select one of your obtained quotes (whether this is at policy or RFQ level) and click ‘Fi-nance Quote’ in the ‘Options’ panel.

55 3. You will then be taken to the ‘Finance Quote Wizard’ screen, which will show you the de-tails of the quote you created the Finance Quote from. In the bottom left of the screen, click ‘Select Transaction’. 4. You will then get a pop out screen which shows all other policies in ‘Obtained’ status. You can then select the additional quotes you want to add into your ‘Finance Quote’, then click ‘Ok’.

56 5. It will then show all selected quotes, select them all and then click ‘Next’. 6. You are then taken to the ‘Payment Options’ screen. Select the following options for the required fields and then click ‘Next’: a. Invoice Account – Client Account b. Invoice Method - Finance Provider (Intergrated) c. Finance Provider - PCL-FMIS

57 7. You are then taken to the ‘Plan Selection’ screen. Select the ‘Plan Name’ – ‘10 Instal-ments, 18 Days’. It will automatically calculate the plan, which is summarised in ‘Plan Summary’ and ‘Instalment Summary’.  Please note that the ‘Plan’ will only show the current rates, if the inception/renewal of the quotes are after a Premium Credit rate change, select ‘Override Rates’ and change the ‘Gross Finance Charge %’ to the new rate, this will update the plan to the future rate, then click ‘Ok’ to apply.

58 8. The ‘Finance Quote’ should then be ready to create. Click ‘Create Finance Quote’ and then ‘Continue’. 9. This should then change all selected quotes into ‘Finance Quote’ status. To create the ‘Premium Finance Document’, select one of the policies in ‘Finance Quote’ status, click ‘Create Document’, select the relevant Document Category (e.g., Commercial), and then select ‘Premium Finance Information Document’. Click ‘Create’, then ‘Ok’ and select ‘PREMC’ from the ‘Contents Options’ then click ‘Ok’.

59 10. Your ‘Premium Finance Information Documen’t will then pull through the ‘Premium Credit Finance Quote’ for all quotes you had previously selected. Amend anything further on the document in red and then save into the E-file as a PDF, so it is ready to send to the client.

60 Policies Non-Refundable on a Pro-Rata Basis 1. Acturis automatically shows all policies as being refundable on a pro-rata basis. However, some policies are arranged on a minimum deposit basis or short rate cancelation charges apply. In these circumstances, Acturis should be updated accordingly. 2. Select the policy and select ‘Additional Details’ in the ‘Options’ panel. 3. If the policy is not refundable change ‘Policy Refundable’ to ‘No.’ 4. If policy is refundable but not pro-rata, change ‘Refund Type’ to ‘Minimum Deposit’ or ‘Short Rate’.

61 Adding an Underlying Insurer 1. When arranging insurance through an intermediary who are not insurers, details of the underlying insurer needs to be shown in Acturis. 2. Select the policy and select ‘Insurer Details’ in the ‘Options’ panel. 3. Click ‘Add’ at the bottom of the screen and select ‘Underlying Insurer’. 4. Select the name of the underlying insurer from ‘Insurer’ and click ‘Save’. 5. insurer from ‘Insurer’ and click ‘Save’.

62 6. If the underlying insurer holds less than 100% of the risk, then double click on the under-lying insurer and amend the ‘Risk Percentage’ to the relevant amount. You will then need to add the other underlying insurers following the same process. 7. The details of the underlying insurers should be shown on the Policy Schedule or Quotation Schedule. If the full details are not shown on these documents, you will need to contact the intemediary and obtain these. 8. If any of the underlying insurers are not available on Acturis, please contact Kate Hodg-son.

63 How to Create a Refund Request Email to Accounts 1. Go onto the Client Level, check that the client balance is a credit. Click ‘Create Email’ from the ‘Options’ panel. Select ‘Refund Request’ and then click ‘OK’. 2. Acturis will automatically populate the Client Reference, Client Name and Amount to be Refunded (please check this is the right amount to be refunded). You then need to add in the following information: a. Insurer b. Transaction Effective Date c. Type of Transaction d. Originating Payment Method: e. Client BACS Details Then click ‘Edit in Outlook’.

64 3. This will open the email in your Outlook and automatically add the Client Refence number into the subject line. Add in the accounts email address (accounts@mcclarroninsur-ance.com) and then click ‘Send’. 4. This will automatically bring up the ‘Add Activity’ window to allow you to save the email into the E-file. Retitle the ‘Description’ as per the E-file labelling guidance and click ‘Save’, which will then save this into the E-file.

65 How to add the Scanning Module 1. This process needs to be used when the ‘Scanning’ module does not appear within the top tabs on your Acturis. 2. Close Acturis and go to your Desktop Taskbar at the bottom of your screen. 3. Click the up arrow at the right-hand side of your screen. Right click on the Acturis Icon and select ‘Settings’. 4. Select ‘Other Modules’ and select ‘Enable Scanning Module’ and ‘Enable Native Scanner Settings’. Click ‘Apply’ and then ‘OK’. 5. If the Scanning Module does not appear at first, a computer reset may be required.

66 How to add a Client Fee 1. At Client Level, open ‘Fees’ from the ‘Broking Tree’. 2. In the ‘Options’ column select ‘Add Fee’. 3. In ‘Fee Type’, select the most relevant of the below fee names: a. Broker Fee b. Claims Management Fee c. Consultancy Fee d. Leakage/Commission Discount e. Premium Finance Waiver and/or Card Fee - Complete the ‘Effective Date’ which should match the Effective Date of the Main Policy. Except for ‘Consumer Premium Finance Waiver’ which should match the Cancellation Date - Complete ‘Account Team’ and add a detailed ‘Fee Description’* - Click ‘Save’

67 4. Within ‘Fee Amounts’, complete the mandatory ‘Fee Amount’ field. Click ‘Save’. 5. Select ‘Accept Now’ and then follow the ‘Accept Wizard’ and ‘Invoice/Credit Note’. Client Fee - Definitions Fee Name Explanation Policy or Fee Level Admin Fee This is a McClarrons Fee and applicable for each and every policy in addition to the amount charged by in-surers. Admin Fees are non-refundable and applica-ble on all policies when commission is our main in-come. Amount charged, per policy, per team: £75.00 Commercial, Farm and Care £50.00 Affinity £25.00 Personal Lines Admin Fees to be capped at £600 (8 policies x £75) Policy Level Only Broker Fee This is an Annual Fee when all policies are net of commission. NB: for Wooden Dollar Cases, we can charge multiple Broker Fees to ensure each team re-ceives their relevant income. Fee Module Only Claims Management Fee A Claims Management Fee is separate to all other fees and can be charged when pre-agreed with a cli-ent for any work in addition to the normal claims management services, e.g. recovering uninsured losses. NB: All Claims Management Fees must be discussed and agreed with Head of Claims before engaging with the client. Fee Module Only Consultancy Fee A Consultancy Fee is separate to all other fees and can be charged when pre-agreed with a client for any work in addition to normal broking services, e.g. con-tract reviews. Fee Module Only

68 Leakage/Commission Discount To be used only where we have reduced our income, commission, fee, small balance unpaid, an admin er-ror, or bad debt. NB: The Description must detail ex-actly why we have written this off. i.e. Admin Error, Bad Debt, Discount. All Leakage must be pre-agreed by the Head Of and noted in the e-File. Fee Module Only Premium Finance Waiver and/or Card Fee The difference between the Premium Finance claw-back and the insurer premium refund on Consumer agreements only. The % charged for business credit card payments. Fee Module Only

69 How to add a Related Contact 1. The Related Contacts screen is used to connect the client to other records they are asso-ciated with. In order to add a Related Contact you must go onto the original client first. Click on the top Client Level and select ‘Related Contacts’ from the ‘Options’ panel. 2. Click ‘Add’ and select the relevant option from the drop down list: - Agent – each RFQ processed once the connection to made will inherit default agent commission rates. - Introducer – Attaches the client to an introducer record meaning that each RFQ. It will inherit any default commission rates. - Parent – Attaches to a parent company so that billing can be directed to the client. - Group – Works in a similar way to parent connection. You can choose to bill the group. - Commercial – Cross-referencing purposed only. - Personal – Cross-referencing purposes only. - Interested Party – attaches to an interested party e.g. managing agent, mortgagee, landlord.

70 3. Search the name of the relevant contact you wish to add as the Related Contact in ‘Name/Surname’, select the contact and click ‘OK’. 4. Add any notes you wish in ‘Notes’ and click ‘OK’.

71 Using the Client Survey Field on Acturis To enable us to conduct client surveys and obtain feedback on our performance and client servic-ing, as well as obtaining our NPS score, we need to be able to identify the clients whom it may not be appropriate to send a survey to; such instances would be if the client is part way through our complaints process, have very recently already given us their explicit feedback (positive or negative), have ceased trading – essentially, any circumstance where sending the survey would not be appropriate. Please note that this is not to be used to avoid negative feedback. To be able to identify these cases, we have a built a report question into Acturis; this can be found at Main Client Level - options panel – report questions – Client Survey. For all live clients, using Acturis Automation, we are updating this field to Yes (in August 2022). Moving forward, for all new clients, you will need to complete this field. Where it is deemed inappropriate to send the Client Survey, this field should be completed as No. A reason must also be given if No is selected so that we can understand, and evidence, why it is that not all clients have received a survey. There are various options that can be selected (see below).

72 These emails will be sent to clients after their Main Policy renews – anywhere from the day after up to 5 weeks after. Therefore, this field must be updated at the time when you establish it would be inappropriate to send a survey when their Main Policy renews. Survey results will be obtained and reviewed to see how we are performing as a business and to identify any areas in which we need to improve.

73 How to Access the TEST Environment 1. Close Acturis and go to your Desktop Taskbar at the bottom of your screen 2. Click the up arrow at the right-hand side of your screen. Right click on the Acturis Icon and select ‘Settings’ 3. Select ‘Environments’ 4. Click ‘Add’ and select ‘TEST’ form the ‘Environment’ drop down box and click ‘Ok’ 5. Go to the Home tab and use the ‘Environment’ drop down field and select ‘TEST’, then click ‘Ok’ and ‘Apply’ 6. You then just need to log in to Acturis as usual 7. Once you have finished using the TEST environment, close Acturis, go back to the settings in the Acturis Assistant icon and change the ‘Environment’ back to ‘Production’

74 How to Transfer a Client Executive 1. Open the contact you want to transfer on Acturis. 2. On the Main Level go to ‘Main Details’ in the ‘Options’ panel, use the dropdown under ‘Account Executive’ and select the correct Client Executive you are changing the account to. a. Where the client has more than one CE ensure this is the primary CE 3. Select the relevant policy and go to the Live level. 4. Under the ‘Options’ panel select ‘Report Questions’ and complete ‘Previous Account Ex-ecutive’ and ‘Date of exec transfer’ with the relevant information. 5. Under the ‘Options’ panel, under ‘Actions’ select ‘Reassign Policy’

75 6. A pop out box will appear 7. Under ‘Account Exec’ change this to the new CE and amend ‘Account Team’ where appli-cable. 8. Click ‘Save’ 9. Repeat for each policy where relevant.

76 How to create a Grid View Risk Spreadsheet Property Owners 1. Select the relevant policy and go to the Live level. 2. Go onto the ‘Risk Details’ under the ‘Options’ panel and select ‘Property Owners’ under the ‘Product Tree’. 3. Select ‘Grid View’ and ‘Core Premises Cover Sections’. 4. Select ‘Create Template’ and click ‘OK’

77 5. The spreadsheet will automatically generate with the populated risk information; from here, you can remove columns, edit, etc. and save where necessary.

78 Fleet 1. Select the relevant policy and go to the Live level. 2. Go onto the ‘Risk Details’ under the ‘Options’ panel and select ‘one of the vehicle categories under the ‘Product Tree’. 3. Select ‘Grid View’ and ‘Vehicle’. 4. Select ‘Create Template’ and click ‘Ok’

79 5. The spreadsheet will automatically generate with the populated risk information; from here, you can remove columns, edit, etc. and save where necessary.

80 How to add a Void and Clone Policy 1. Select the policy version that needs to be voided (must have status of Live or Accepted). 2. Select ‘Void <Business Event>’ under ‘Actions’ in the ‘Options’ panel. 3. Enter a ‘Void Reason’, click ‘Save’ and invoice when prompted. 4. The policy version will now have a status of ‘Voided’ and the previous policy version will have a status of ‘Live’ or ‘Accepted’. 5. If the transaction needs to be re-processed correctly, from the voided policy version, select ‘Clone <Business Event>’ under ‘Actions’ in the Options’ panel and choose to pull through existing amounts, click ‘Save’. 6. An ‘Obtained’ policy version has now been created. Update the relevant field to make the required corrections and click ‘Save’. 7. Accept and Invoice in the usual way.

81 Reporting Questions- Cancellation or Lapse Transaction Cancellation 1. Where the client has cancelled the policy mid-term, the reporting should be undertaken on the cancellation transaction. 2. Select the cancellation line and select ‘Report Questions’ from the ‘Options’ panel. 3. Under ‘Cancellation/Lapse Reason’ select the relevant option from the drop-down list: a. Transfer Lapse – transferring to another insurer or insurer product b. Pure Lapse – policy lapsed or cancelled completely c. Mid-Term Lapse – policy cancelled 4. Under ‘Lapse Reason’ select the relevant option from the drop-down list. 5. Click ‘Save’ Lapse 1. Where the renewal is not accepted by the client, the reporting would be on the last Live policy version/Expired version NOT a Rejected or Declined version. 2. Select the relevant version and select ‘Report Questions’ from the ‘Options’ panel. 3. Under ‘Cancellation/Lapse Reason’ select the relevant option from the drop-down list: a. Transfer Lapse – transferring to another insurer or insurer product b. Pure Lapse – policy lapsed or cancelled completely c. Mid-Term Lapse – policy cancelled 4. Under ‘Lapse Reason’ select the relevant option from the drop-down list. 5. Click ‘Save’

82 Reporting Questions – Contact Level 1. You must fill in the report questions correctly to ensure that senior management reports are an accurate reflection of the transaction. 2. Go to the main client level and select ‘Report Questions’ from the ‘Options’ panel. 3. Under ‘Client Source’ select the relevant option from the drop-down list: a. McClarrons – existing or previous clients of McClarrons and ALL new clients b. Richmond – existing or previous client of B E Thompson at Richmond c. Chapmans - existing or previous client of Chapmans Insurance Consultants d. Ullyotts - existing or previous client of Ullyotts (Insurance) Limited e. Seekings & Wardle - existing or previous client of Seekings & Wardle f. McClarrons Sport – McClarrons Sport client 4. Click ‘Save’.

83 Reporting Questions – Policy Level/Quote Level Policy Level 1. You must fill in the report questions correctly to ensure that senior management reports are an accurate reflection of the transaction. 2. Go to the live policy level and select ‘Report Questions’ from the ‘Options’ panel. 3. Under ‘Policy Source’ select the relevant option from the drop-down list: a. McClarrons – existing or previous clients of McClarrons and ALL new clients b. Richmond – existing or previous client of B E Thompson at Richmond c. Chapmans - existing or previous client of Chapmans Insurance Consultants d. Ullyotts - existing or previous client of Ullyotts (Insurance) Limited e. Seekings & Wardle - existing or previous client of Seekings & Wardle f. McClarrons Sport – McClarrons Sport client 4. Click ‘Save’. Quote Level 1. You must fill in the report questions correctly to ensure that senior management reports are an accurate reflection of the transaction. 2. Go to the relevant quote level and select ‘Report Questions’ from the ‘Options’ panel. 3. Under ‘New Status’ select the relevant option from the drop-down list: a. Migration – existing or previous policy of acquisition broker b. Pure New – not held product target with previous policy period c. Transfer New – previously held product target just changing insurer or insurer product 4. Click ‘Save’.

84 How to access the Acturis Academy 1. Log into Acturis and select ‘My Account’ in the top right-hand corner of the screen. 2. Then select ‘Academy’ from the drop-down list. This will direct you straight to the Acturis Academy.

85 Transfer of Agency Process 1. Complete General Fact Find, Products Fact Find(s) and Transfer of Agency Form. 2. If Financial History Information Declared - follow Financial History Process 3. CE to arrange meeting with CA to review information provided. 4. Add RFQs to Acturis for each policy type – risk details to be updated later 5. If policy(s) are transferrable, send Transfer of Agency Letters for each insurer for client to copy onto Letterhead along with TOBA/Privacy Notice. To be signed by Managing Director, Director, or Finance Director if Limited Company, if not Limited to be signed by individual named as policyholder, dated and returned. 6. If paid by Premium Credit send Letter of Appointment for client to copy onto Letterhead, complete the agreement number, signed as above, dated and returned (not to be sent to Premium Credit until the transfer of the policy(s) is complete) 7. Send the Transfer of Agency Letter to insurer(s), requesting: - Schedule - Statement of Fact or Proposal Form (if applicable) - Policy Wording - Claims Experience - Claims Listing - Any other relevant information 8. Add task to follow up if documents not received 9. Transfer complete 10. Send Letter of Appointment to Premium Credit to transfer the Credit Agreement to our Agency 11. CA to update Acturis RFQ(s) with Risk Details and Rating Notes as noted on the Schedule(s) and accept at nil premium. 12. CE to review Fact Find(s), email and discuss any changes with CA. 13. CA to make relevant changes on Acturis and with insurer(s).

86 How to use Activity Types Activity Type Name Example Usage Email Emails to clients/prospects/insurers/internal SoDaN SoDaNs Letter Client/Insurer Letters Invoice Invoice Diary When completing a task noted under Diary Insurer Document Any Insurer Documents Phone Calls with clients/insurers/prospects/internal Schedule Insurer Schedules Compliance Terms of Business, Multi Occupancy Disclosure Document Policy Wording Insurer Policy Wordings System Workflow When completing a task noted under System Workflow Statement of Fact Insurer Statement of Facts Comment Referrals/general notes/debit card payments Risk Information FactFinds/AXA Calcs Policy Summary Insurer Policy Summary Forms Proposal Forms/BIDs/FactFinds Renewal Notice Insurer Renewal Notice's Quote Breakdown Premium Splits Certificate Insurer Certificates of Cover Premium Finance Premium Finance Document Underwriter Submission Submissions to insurers NCD Information NCD Information Pathway Email Pathway Emails Client Statement Client Statement of Account Meeting Meetings with clients/prospects/insurers/internal Post Post Other Anything that doesn't fit in any other category Insurer Statement Rec Accounts - Insurer Statements Cover Note Insurer Cover Notes Notice to Policyholder Insurer Notice to Policyholder Insurer Product Information Document IPID Claims Experience Client/Prospect Claims Experience Pending Transaction Accounts - for unprocessed invoices Image Any images a client/prospect may send SMS Any SMS communication with clients/prospects Insurer Docs Task - Any insurer documents that you get through the post Risk Register Risk Register Quotation Insurance Proposal Quotation Insurance Proposal Renewal Insurance Proposal Renewal Insurance Proposal Key Facts Insurer Key Facts Document Webchat Any webchat communication with insurers Meeting Minutes Any meeting minutes from client/prospect meetings