Restoring Responsibility Since 2004

North American Restoration Dry-cleaners

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Agenda

• Introducing North American Restoration Dry-cleaners• National Programs/ Pricing Comparison• Issue Resolution• NARD Member Statistics• Next Steps

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Who is NARD?

• The independent market leaders since 2004• Dedicated to “Restoring Responsibility”• Pre-qualified, pre-screened• Preferred Locally

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Independent Market Leaders

• The largest and most experienced independents • Not a franchise• Not-for-profit• Not pressured to empty-out-houses• 100% Service focused

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Restoring Responsibility

Have the franchise dry cleaners given

Independents a bad name?

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Properly Scope the Loss

Restoring Responsibility

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Restoring Responsibility

Only clean what is affected Only clean what is cost-effective to clean Only clean what the Insured wants that has been affected

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Restoring Responsibility

Introducing our Salvation Army Program• Free cleaning of donated items• No cost to Homesite• No cost to the Insured• Tax receipt for Insured

$2.6 Million Saved to Date $2.6 Million Saved to Date

View Forms

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Why Choose NARD?

Conditional Member Mentorship

Already Excelling on National Programs

Issue Resolution Protocol

Each Member Thoroughly Screened

Everyone Answers to Ethics Committee

No Fees to NARD, No Sales Pressure

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2013 Results On Contractor Connection

# 1 North East Region# 2 North East Region# 1 South East Region# 1 Mid West Region# 1 Ohio Valley Region# 3 South Region

NARD is outperforming the franchises on national programsNARD is outperforming the franchises on national programs

National Results for 2013

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Agenda

• Introducing North American Restoration Dry-cleaners• National Programs/ Pricing Comparison• Issue Resolution• NARD Member Statistics• Next Steps

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The Promise of Programs

Why have insurance companies moved

to national programs?

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The Promise of Programs

Higher Customer Satisfaction

All the Above

Consistent Pricing

Predictable Service Results

Volume-driven Loyalty

Reduced Claims Cost

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The Promise of Programs

Price Xactimate

Discount ?Structure Franchise

Current Vendor Program

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The Promise of Programs

Have you realized a decrease in the average

dry cleaning invoice?

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The Reality of Programs

Discounts alonewill not reduce

dry cleaning invoices

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The Reality of Programs

• Trying to recoup discounts and franchise fees

• Empty the house• Press everything• Up-charging most items• Find additional charges

Price Xactimate

Discount ?Structure Franchise

Current Vendors

• No Fees to NARD (8-10%)• Proper Scope of Loss (5-50%)• Salvation Army Program(10-20%)• Responsible Restoration• No Hidden charges (5-50%)

Price Xactimate

Structure Independent

Sample National Program

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Restoring Responsibility

Responsible Restorationwill reduce invoices

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The Promise of Programs

No hidden chargesNo surprisesLets take a closer look

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The Promise of Programs

and if a problem occurs, we have a system to handle it

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Agenda

• Introducing North American Restoration Dry-cleaners• National Programs• Issue Resolution• NARD Member Statistics• Next Steps

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Restoring Responsibility

We all know that in our business issues can arise out of nowhere…

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Restoring Responsibility

How these issues are resolved is what makes a company stand out

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Issue Resolution Protocol

Expert Lab Analysis

Work with Adjusters to Find Resolution

Standardized Best Practices

ALL Members have Signed Contract

Ethics Committee Oversight

Vendor Fast Tracks Issues Under $1500

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Insureds fall into three categories

On the Fence

Wants Items Restored

Only Wants Replacement

Restore Replace

On the Fence

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Agenda

• Introducing North American Restoration Dry-cleaners• National Programs• Issue Resolution• NARD Member Statistics• Next Steps

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NARD 2014 Member Statistics

9,896 claims 1,101 adjusters

$ 3,400 avg claim

98% Satisfaction

10 min avg phone response

Dispatch within 2 hrs

97.5 % Salvage Rate

24-48 Hr Rush Delivery

15% avg savings with Salvation Army Program

9.5% avg Scope savings

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Restoring Responsibility