MARINE AND TRANSPORTATION CLAIM MANAGEMENT AND CLAIM INVESTIGATIONS

The Wages of the Sea, Ground, and Air

The maritime business is a high-profile industry with ever-present potential for catastrophic losses. Transportation issues affect nearly every enterprise around the world, but can present particular financial and operational challenges to firms in this industry. Rising fuel costs, employee shortage and retention issues, credit risks, marketplace competition, these and other exposures can have a severe impact on a company's bottom line and impede its overall success.

Whatever and wherever the possible risk, Metropolitan has experienced professionals to provide solutions and the ability to quickly deploy them to the site of the incident.

Worldwide Scope and Precision Expertise

With a dedicated global Marine and Transportation team of experts, our services range from simple cargo surveys, loss control analysis, adjustment of ocean or inland marine claims, and full third-party administration (TPA) services with centralized claims intake, to complicated hull and machinery liability attendances.

Whatever the scale of the service required, our clients can be assured of a professional approach, delivered by highly qualified personnel with the required experience and qualifications to deliver an effective marine and transportation claims solution. Our staff includes ex-seagoing mariners and engineers, cargo experts, naval architects, specialists in ocean, inland and motor truck cargo, specialists in subrogation and recovery, and many more expert disciplines.

The Marine and Transportation group has focused expertise on the key components of a comprehensive insurance loss program including:

• Aviation liability Property Damage & Bodily Injury
• Aviation machinery
• Construction, civil, and port
• General average
• Logistics and cargo liability
• Marine cargo
• Marine hull and machinery
• Motor cargo liability
• Protection and indemnity
• Small craft claims less than 60 meters
• Subrogation and recovery
• Super yachts worldwide
• Trip and tow management
• Wind park offshore

The Benefits of METROPOLITAN

The multinational and global risk and insurance community needs a team of experts with the experience and industry focus to evaluate and assess damages under extreme conditions. METROPOLITAN has the commitment, skills, resources, technology and the experience required to meet the specific needs of each client.

METROPOLITAN Key Service Features:

• World-wide service: A global network of experts, including surveyors, environmental scientists, engineers, consultants, and specialist case handlers
• Compliance: Strict adherence to relevant governing legislation (ELD, CERCLA/Superfund, etc.)
• Cost-effective: Reduced indemnity spend, financial assurance for insurers
• Confidence: Transparent claims procedures and reporting standards
• Reliability: Experienced, qualified professionals, infrastructure and leadership to strategically project manage losses anywhere on the glob

METROPOLITAN Claims Handling Guidelines for

MARINE – SERVICE STANDARDS

I. Acknowledgement

A. Always by e-mail unless otherwise requested.

II. Contact

A. Immediate contact with vessel owner and boatyard to arrange inspection.

B. Contact by telephone and e-mail confirming date and time of inspection.

C. Copy of e-mail and notes in file.

III. Investigation

A. Identify vessel by the Hull Identification Number (HIN) and compare to the policy. Obtain hours on the vessel and serial numbers on the engine when possible. Comment on how the vessel is maintained.

B. Inspect vessel within the scope of the claim, i.e., if mechanical, make sure you have the proper personnel present if you do not have the qualifications. The client will direct as to what they want covered.

C. Inspect damage both inside and out as damage may transfer. Damage often in a fiberglass vessel will show on both the hull and the interior, i.e., bottom damage on the outside may be minor, but the interior could have major damage such as stringer separation or cracking.

D. Scene inspections should be identified either by marina locations or the longitude and latitude coordinates on the water.

E. Statement from the captain and crew when instructed. Identify official personnel present, i.e., Department of Natural Resources (DNR) or marine police. Obtain report number and where it can be obtained.

F. Photograph all sides of the vessel, along with good photographs of the damage or the accident scene.

G. Obtain the name of the boatyard where the Insured wants the vessel repaired and try to get an agreed scope and price for the repairs. All yards vary in their pricing.

IV. Experts

A. Experts are frequently used on marine claims, depending on the fields of expertise needed. Information can be found on the Internet or by using the directories provided by the surveying associations SAMS and NAMS.

V. Reporting

A. First report is always a captioned report on stationary and copied and e-mailed.

1. Assignment

2. Coverage state policy number and dates and coverage to be involved or coverage questions to be discussed and researched.

3. Vessel identification, HIN number to police and full description of the vessel. Is it well-maintained, including name, length, width, power and serial numbers?

4. Description of Incident – Full description from the vessel captain or operator. Full description of the damage involved to insured vessel or claimant’s vessel. Identify all parties involved and separate captions for them - Insured, Claimant, Witnesses, DNR or Marine Police.

5. Repairs scope of the damage with open area, if any, and agreed price with the owners repair yard.

VI. Conclusion

A. Further Handling – List all work needed to complete the investigation or the completion of the damage report.

VII. Billing

A. Unless prior agreement was made, billing is done on a time and expense basis to be sent in with the final report.

Claims Management System

Many clients mean many claims management or tracking systems. Our adjusters and examiners are familiar with most "out of the box" style management systems, as well as a number of customized systems. For those clients that may not have their own system developed, we can offer a web based customizable system, tailored to the specific needs of the client.

Our claims management system is constantly under development in an effort to keep abreast of new advances in technology and deliver streamlined access and intuitive document retrieval.

This system not only allows secure access to relevant documents, reports and at-a-glance status updates, but also allows adjusters and examiners to collaborate in real-time via video, voice or text to generate the perfect end product.

Currently, for catastrophes, we utilize the FileTrac CMS.

Our file handling process at a glance:

Our file handling process generally far exceeds the standards for file handling issued by our client carriers. Below is a brief description of the typical step-by-step process that has become our personal standard for handling your files:

Claim is received via email, fax, online or by telephone

1. Claim is entered into our CMS
2. Claim is assigned to adjuster, who is notified via telephone and email
3. Acknowledgment is sent to client

• Adjuster Handling

1. Insured is contacted on the same business day of assignment
2. Loss is inspected within 48 hours
3. Estimate is completed using the Xactimate estimating platform
4. Report is submitted for internal review within 5 days

• Internal Review

1. Each and every file is reviewed by a staff examiner intimately familiar with the policies and procedures of your company
2. File revisions are performed in house to ensure speedy delivery to the client
3. *Complete report is submitted to the client within 7 days
   • In the event of a large loss or directions from the client to secure an agreed cost or bids from a contractor or emergency mitigation service, a first report will be submitted within 5 days.

• Revisions & Re-Inspections

1. Any carrier requested file revisions are completed the day they are requested
2. The client will not be charged any additional fees if a re-inspection is required as a result of items that were overlooked by the field adjuster (hidden damages do not apply).

Marine, Inland Marine and Cargo Claims

We maintain a roster of adjuster specialists focusing on Marine & Aviation claims. Smaller losses, such as container losses, inland marine losses and cargo losses can be managed anywhere within our daily claims territories. Larger losses such as ship, oil platform, wind turbine or aviation losses will generally require specialists that can usually arrive at an accessible loss site within 24-48 hours.

We work with some of the finest estimators and engineers in the nation, and have strong relationships with aviation repair facilities and shipyards. We can generate accurate estimates and secure agreed scopes and costs for repairs in record time.

Our specialist marine adjusters are trained to handle:

• Builders Risk (Marine Related)
• Cargo
• Charterer's Liability
• General Liability
• Hull & Machinery (P&I)
• Offshore Property (such as drilling platforms and wind turbines)
• Pollution
• Ship Repairer's Liability
• Stevedore's Liability
• Tankerman's Liability
• Terminal Operators Liability
• Wharfinger's Liability

MARINE CLAIMS INVESTIGATION

High and unjustified claims in simulated cases of damage make it more difficult for ship and yacht insurance companies to maintain a customer and competition-oriented premium structure; and they, too, burden the result. Processing departments with their internally or externally involved legal advisers therefore regularly depend on professional support in order to achieve a clear understanding about the legitimacy of the underlying claims.

As regards the reconstruction of the circumstances of a loss, the discovery and return of insured asset values, or the identification and structured interrogation of witnesses and suspicious persons it is often also important to have experiences in cooperating with domestic and foreign law enforcement agencies and to have special nautical expertise.

METROPOLITAN is an approved and successful partner of notable insurance companies and in this regard knows to keep in focus the relevant legal aspects in all phases of damage investigation.

Whatever the commodity, Metropolitan has the expertise available from a professional team of consultants for undergoing surveys on a full cause, nature and extent basis.

Our expertise includes a full range of liquid cargoes and multi-commodity dry and reefer goods; together with other marine claim areas such as: damage to the ship’s hull, locks, docks, trailers and containers.

Our Clients include P & I Clubs, Cargo Underwriters & Charterers. We work from various locations all around the US for local coverage and administer all operations from our Head Office in Newark. Due to our longstanding expertise and the specialized nature of many of the cargoes we deal with, we also travel world-wide for assignments.

We undergo reviews of claim documentation on both shortages and contamination of liquid and dry cargo claims having a vast range of experience with vessels and Terminals worldwide.

We are able to prepare our reports in a format for follow up Court Action, Arbitration or Mediation proceedings as required; we have also attended as Expert Witnesses when requested to do so.

To summarize our Marine Claims Investigation service includes the following:-

· Full technical ‘Cause, Nature & Extent’ surveys

· General average surveys

· On the spot regular updates with the Client from our surveyors

· Detailed photographic evidence, wherever possible, sent by email when required

· Prompt but detailed reports immediately following our survey

· Comprehensive report writing to an Expert Witness standard, as required

· Review of claim documents for arbitration, mediation or court proceedings

We are active members of the Energy Institute, (EI) and we are quality assured to ISO 9001 giving our clients added security.

Loss Control

Loss Control is the process that is used to succeed in today’s ever demanding and evolving Petroleum industry. More than ever before, it is vital that a loss control strategy is in place working and protecting your financial interests.

Metropolitan has an unrivalled global reputation within the Loss control industry, with our dedicated team of qualified professionals including, Master Mariners, Chemists, Ex-terminal personal and experienced senior surveyors.

Losses can be categorized into two associated areas:

• Real physical losses are caused by events such as; ROB quantities, loss of light ends, leakage or passing of vessel or terminal valves and deliberate theft or sabotage.
• Apparent losses; these are paper losses caused by poor or erroneous procedures in quantity measurements, differing calculation procedures, sampling, sample handling and analysis as well as the different contractual methods of determining Quantity and Quality between the purchase and sale of a cargo.

Our policies ensure that we strategically evaluate an operation to prevent, minimize or eradicate both real and apparent losses.

All of METROPOLITAN’s consultants are proactive to give that added value to our principals’ commercial interest.

Our expertise enables us to investigate, react and respond to prevent our clients from suffering financial losses in cargo shortages, contaminations and demurrage claims.

We are continually preventing the loss of over 15 million USD annually to our clients.

We are ISO 9001 accredited, to give our clients quality assurance and we are active members of the Energy Institute.

Cargo Surveys & Superintendency

Metropolitan has an unrivaled global reputation within the Cargo Surveying & Claims prevention industry, with our dedicated team of qualified and experienced professionals. METROPOLITAN have carried out numerous cargo surveys or have overseen cargo operations as Superintendents, across a wide spectrum of dry and wet cargoes.

An outline of our experience covering particular cargoes is given within the pages listed to your left.

Whatever the operation, be it a loading, discharge or an STS operation; or whatever the cargo, be it Dry goods, Reefer, or Petroleum such as Crude Oil, Products, or Chemicals, Bio-Fuels, LNG/LPG, we have expertise available to protect your interests.

Our policy includes attendance at the loading and discharging or STS operations; until confirmation of both quantity and quality are successfully obtained. By doing such, we have found that we have been in a stronger position to prevent our clients from suffering financial losses in cargo shortages, cargo contamination and demurrage claims.

Precise and regular communication with our clients, both prior and during an assignment by the attending Surveyor or Superintendent is an integral part of our service.

Crude Oil & Petroleum Products

In an ever-evolving world market of clean & black oil trading, transportation and storage, it is vital, more than ever before, that a loss control strategy is in place - working on your behalf.

METROPOLITAN have a wealth of global experience in the monitoring, measurement and control of a wide range of various crude oils and petroleum products.

Our Loss Control techniques include:

• 100 % attendance during a load, discharge or STS operation
• "Squeeze dry" discharge operations, effective C.O.W plan and monitoring,
• particularly of heated or waxy natured cargoes
• Multi Point ROB/OBQ assessment
• Specialized Closed sampling techniques available
• Direct "real time" field communication with our clients
• Protection of the Principal’s commercial interest
• Analytical witnessing
• Minimizing demurrage costs
• Cargo Blending, both on board and in terminal
• Oversight of cargo document accuracy
• Detailed and unbiased report of events
• Loss Investigation

Other Liquids & Services

Other Liquids

Bio-Fuels

Metropolitan are building their knowledge base with Bio-Fuels having been requested to attend for shipments and on claims matters relating to these products. We are also part of a Working Group with the Energy Institute liaising with FOSFA & API to put forward proposals of standards on measurement practice. In addition, on the quality side we have been gaining experience with each cargo we have been involved with; as there is such a variety of products available in the market each with varying quality standards. METROPOLITAN are well placed to be able to assist you with any recent Claims matters and also with Loss Control and Claims Prevention.

LNG/LPG

Metropolitan have experience with measurement practice and certain claims matters relating to these cargoes and are well placed to be able to assist you with any recent Claims matters and also with Loss Control and Claims Prevention.

Other Services

Terminal Shore Tank Auditing (Inventories)

Metropolitan qualified team can offer an Inventory service linked to any operational Loss Control system your company may run.

Vessel Tank Cleaning

Metropolitan qualified team can offer:

• A pre-wash vessel tank inspection
• A vessel washing equipment inspection & suitability report
• A risk assessment and time-scale report
• A bespoke tank washing programmer, designed individually, for each vessel
• Use of chemical wash if needed
• 100% attendance during washing operation
• Direct field communication with our clients
• Motivation, support and guidance to a vessel’s officers and crew

Our attendance can reduce a vessel’s down-time and eliminates possible next cargo contamination.

Closed Sampling of Liquid Cargoes

Metropolitan is aware that contaminated and non-representative samples can cause lengthy delays for Oil Majors and Traders - both after loading and prior to discharging.

That is why METROPOLITAN has experience with specialized closed sampling equipment which can eradicate the time lost due to the necessity of re-sampling or re-analyzing owing to erroneous contamination claims on sensitive and light cargoes. The system ensures that samples are not contaminated with particulates from the vessels vapor locks.

Unlike many vessels' sampling equipment used for obtaining cargo tank samples; the equipment we can employ draws representative running, spot or dead bottom samples on oil tankers via their vapor lock system.

In today's work place, with advancing safety and environmental considerations, the system eradicates the need for "open sampling" and enables accurate representative samples to be drawn.

The closed sampler ensures that no gases are expelled from a vessel tanks during sampling, essential when dealing with high H2S cargoes.

We are active members of the Energy Institute and we are quality assured to ISO 9001.

Commercial Risk Management

Oil Terminal Inspections and Audits

METROPOLITAN has experience in Oil Terminal Inspections and Audits to international recognized standards for Oil Majors, Traders and Insurers.

Surveillance of Oil Jetty Operations

METROPOLITAN has the experience of delivering specialized bespoke marine related services. Their expertise and professionalism has been called upon to represent the interests of Marine Assurance departments within Major Oil Companies in outlying ports and at Oil Terminals where difficulties / incidents have been experienced in the past. METROPOLITAN are able to offer that measure of confidence in the vessel operations by their attendance where there has been a lack of it in the past. Due to the unique ‘personal professional’ manner of operating, our Consultants are able to deliver results in what has been described previously as almost impossible circumstances.

These services can be tailor-made to the Clients requirements. We draw on a vast resource of experience in order to deliver just-in-time services, which is quite a frequent request in today’s heavily litigious society.

We are ISO 9001 accredited, to give our clients quality assurance and we are members of the Energy Institute and Nautical Institute.

AVIATION CLAIMS

Our aviation adjusters are capable of handling hull claims and liability claims on all types of aircraft and aviation facilities. We maintain a strong roster of experienced aviation engineering and mechanical specialists. Our aviation adjusters are top notch, with A&P licensed professionals (with real world experience) and FAA Airframe Engineers acting as our estimators, former Commercial Pilots & Airline Transport Pilots acting as our C&O consultants (and adjusters in some cases) and Inspection Authorization professionals for review and quality assurance of our estimates.

We maintain a solid relationship with aviation MRO's and FBO's throughout the US, and can perform accurate adjusting with Accelerated results.

METROPOLITAN’S ACCELERATED ADJUSTING

Claims Management System

Many clients mean many claims management or tracking systems. Our adjusters and examiners are familiar with most "out of the box" style management systems, as well as a number of customized systems. For those clients that may not have their own system developed, we can offer a web based customizable system, tailored to the specific needs of the client.

Our claims management system is constantly under development in an effort to keep abreast of new advances in technology and deliver streamlined access and intuitive document retrieval.

This system not only allows secure access to relevant documents, reports and at-a-glance status updates, but also allows adjusters and examiners to collaborate in real-time via video, voice or text to generate the perfect end product.

Currently, for catastrophes, we utilize the FileTrac CMS.

Our file handling process at a glance:

Our file handling process generally far exceeds the standards for file handling issued by our client carriers. Below is a brief description of the typical step-by-step process that has become our personal standard for handling your files:

• Claim is received via email, fax, online or by telephone

1. Claim is entered into our CMS
2. Claim is assigned to adjuster, who is notified via telephone and email
3. Acknowledgment is sent to client

• Adjuster Handling

1. Insured is contacted on the same business day of assignment
2. Loss is inspected within 48 hours
3. Estimate is completed using the Xactimate estimating platform
4. Report is submitted for internal review within 5 days

• Internal Review

1. Each and every file is reviewed by a staff examiner intimately familiar with the policies and procedures of your company
2. File revisions are performed in house to ensure speedy delivery to the client
3. *Complete report is submitted to the client within 7 days
   • In the event of a large loss or directions from the client to secure an agreed cost or bids from a contractor or emergency mitigation service, a first report will be submitted within 5 days.

• Revisions & Re-Inspections

1. Any carrier requested file revisions are completed the day they are requested
2. The client will not be charged any additional fees if a re-inspection is required as a result of items that were overlooked by the field adjuster (hidden damages do not apply).