CATASTROPHE PREPAREDNESS

AND RECOVERY PLAN

_____________________________________________________

May 2016 Westchester, NY #524

CATASTROPHE COORDINATOR AND PROFIT CENTER LEADER EDITION

2 | P a g e

CONTENTS _____________________________________________________

SECTION

CORPORATE STATEMENT OF POSITION 3 E

CATASTROPHE TEAM CONTACTS 4

PLAN OBJECTIVES 6

PLAN DESCRIPTION 7 E

EMPLOYEE TOLL-FREE HOTLINE 9 E

TELEPHONE FORWARDING 12

EMPLOYEE VOLUNTEER PROGRAM (Vantage & Non-Vantage Users) 16 E

MEDIA RELATIONS 22 E

INSURANCE COMPANY INFORMATION 23 E

LOCAL REPAIR & MAINTENANCE 29 E

CLAIMS RECORDING 30 E

INFORMATION BACKUP/CUSTOMER LISTING 35 E

SUPPLIES 36

ALTERNATE OPERATIONS SITES 38 E

CATASTROPHE RELATED EXPENSES 40

ACTION PLAN – PROFIT CENTER LEADER RESPONSIBILITIES 41

ACTION PLAN – COORDINATOR RESPONSIBILITIES 43

ACTION PLAN – EMPLOYEE RESPONSIBILITIES 45 E

OTHER ISSUES 46

Note: E indicates sections in Employee edition.

3 | P a g e

STATEMENT OF POSITION This Catastrophe Preparedness and Recovery Plan has been prepared by a broad based committee of Brown & Brown people, and has been approved by the Company’s Leadership Council. A disaster is something we would prefer not happen – unfortunately when and where a disaster occurs is not something, which we can control. It is my personal conviction, if an individual or group prepare for unforeseen events, which could be catastrophic, or negative in nature, then those unforeseen events will never occur. It is my hope the force of this conviction will hold true for Brown and Brown as regards to the use of this document. However, in the event that something unforeseen does happen, this is a codification of how we will prepare now and how we will react then. It is not a document that is intended to envision every minor detail of a recovery, but rather to lay a broad framework for the corporation to effectuate continued service for your client base, as well as limiting the financial impact and spreading it across the entire corporation. The need to implement this plan is of such great importance, that Internal Operations Review Team will incorporate it in their audit program and review process. Many hours have been devoted by the members of the Catastrophe Preparedness Committee both past and present to prepare the base document and to review and monitor the effectiveness of the plan.

J. Hyatt Brown

4 | P a g e

CATASTROPHE TEAM CONTACTS _________________________________

To effectively implement the Catastrophe Plan, it is imperative that the Regional/Divisional Catastrophe Team Leader and your Financial Team Leader be immediately contacted regarding a threatening event along with any of the Corporate Catastrophe Team Leaders. Corporate Catastrophe Team Leaders: Steve Lattman (slattman@bbins.com) Phone number (work): (386) 239-8829 Phone number (cell) (727) 424-0902 Carl Owen (cowen@bbins.com) Phone number (work): (386) 239-7243 Phone number (cell) (205) 983-3440 Chris Smith (cjsmith@bbins.com) Phone number (work): (386) 239-8861 Phone number (cell): (386) 228-5642 Randy Verge (rverge@bbins.com) Phone number (work): (386) 239-8849 Phone number (cell): (321) 356-5436 Sherman Evans (sevans@bbins.com) Phone number (work): (386) 239-7220 Phone number (cell): (407) 221-5866 Phone number (home): (407) 695-9054 Emergency number: (386) 214-2147 Michael Brucker (mbrucker@bbatlanta.com) Phone number (work): (770) 512-5068 Phone number (cell): (770) 283-7493 Joan Banner (jbanner@bbins.com) Phone number (cell): (850) 443-0396 Phone number (work): (386) 239-5719

5 | P a g e

EMERGENCY PHONE NUMBERS FOR PROFIT CENTER: Regional/Divisional Cat Coordinator Karen Blendick Profit center location: Daytona Beach, FL Profit center phone number: 386 239-7299 Phone number (cell): 570 814-1989 Email address: KBlendick@bbins.com Financial Team Leader (ROL/ROS) Tom Tinsley Profit center phone number: 386-239-7288 Phone number (cell): 386-316-6207 Email address: TTinsley@bbdaytona.com PC Cat Coordinator Nicole Pancaldo Profit center phone number: 914 406-8343 Phone number (cell): 914 729-4849 Email address: NPancaldo@bbinsny.com PC Leader John Moccia Profit center phone number 914 406-8314 Phone number (cell): 914 419-8066 Email address: JMoccia@bbinsny.com PC Accounting Leader Kailee Valenzuela Profit center phone number 914-607-4540 Phone number (cell): 386-366-4911 Email Address: KValenzuela@bbinsny.com LOCAL POLICE: 911 or Rye Brook Police 914-937-1020 LOCAL FIRE DEPARTMENT: 911 or Rye Brook Fire 914-939-5144 LOCAL HOSPITAL: White Plains, NY (914) 681-0600 Greenwich, CT (203) 863-3637 LOCAL ELECTRIC/GAS COMPANY: Con Edison (800)752-6633 Landlord: RPW Office N-601: 914 285-1700

Building Engineers: 914 251-4791 x35 (Anthony) Anthony Cell: 845-784-6466 (aderosa@rpwgroup.com) 3rd Party IT Administrator: Comprehensive Computers Mark Perillo 914-433-0675 mark@comprehensivecomputers.com Sergio Esposito 914-433-0575 sergio@comprehensivecomputers.com

6 | P a g e

PLAN OBJECTIVES _______________________________

It’s an unfortunate certainty that periodically we are threatened with catastrophic and disastrous events. Some have the effect of a mere nuisance while others bring significant loss and damage to our surroundings and major interruption to our lives. Some, like hurricanes, provide us with an invaluable opportunity to finalize our preparedness, while others strike instantaneously and without warning. Some affect our customer base, while others, like a building fire, may only affect a Profit Center location. Our goal, as a company, is to maximize a reasonable level of preparedness for a catastrophe and thereby minimize any resulting damage or loss. Specifically, the primary objectives of this Brown & Brown Catastrophe Plan are as follows:

• Provide an environment in which all affected employees are able, to the extent necessary, to tend to the recovery issues of their family and personal property.

• Implement a well-designed action plan to effectuate the highest level of recovery service to our customers and affected locations of our company.

7 | P a g e

PLAN DESCRIPTION _______________________________

We at Brown & Brown are afforded a tremendous opportunity to service many insurance markets within the United States. This positioning, however, is accompanied with certain disaster-related risks. The hurricane season persists during the months of June through November, having particular interest to Profit Centers in Florida, Louisiana, Texas and Georgia. California continually faces the threat of earthquake, while all Profit Centers are susceptible to fire, floods, tornados and other catastrophes. We have the responsibility, therefore, to effectively respond to such risks in a manner, which is reactive to the needs of our affected employees, safeguards the assets of the company, and maintain a high level of quality service to our clients without major interruption. The following describes the major components of the Brown & Brown Catastrophe Preparedness and Recovery Plan. Coordination / Leadership A “Regional/Divisional Catastrophe Team Leader” has been appointed to serve primarily as a communications coordinator upon the occurrence of a disaster affecting one or more Profit Centers. This leader will have a number of designated staff members who will direct certain functions in the time of crisis along with the Corporate Catastrophe Committee Members. Each Profit Center Leader will have oversight responsibilities relating to the implementation of the catastrophe plan within that Profit Center. Each Profit Center will also appoint a “Catastrophe Coordinator” who will be primarily responsible for some of the major functions of the preparedness and recovery plan. Communications In the event of a catastrophe, the affected Profit Center Leader will immediately contact the Regional/Divisional Catastrophe Team Leader regarding an assessment of damage and needs. Based upon that assessment, they will initiate an array of action plans. One of the most important of these plans relates to the issue of communications, as follows: There has been established a toll-free telephone number whereby all Brown & Brown employees affected by the disaster will be asked to call and “check in” so that the company might learn of the well-being of each employee and their particular needs. This process will also allow for communication with employees as to actions they should undertake in assisting the company in immediate recovery. Another toll-free number has been established to forward the phone lines of the affected Profit Center. This will allow for quick access by our customers in placing a claim and therefore, begin their recovery as soon as possible.

8 | P a g e

Customer Service Each Profit Center could be stricken with a catastrophe on an unexpected basis. If the surrounding community is also affected, a large volume of claim reporting is certain to result. At that time, we must be prepared to react in such a manner as to demonstrate a level of high quality service. Accordingly, each Profit Center will annually submit to the Regional/Divisional Catastrophe Team Leader, via the company’s compliance software (Cadency), a customer listing including sufficient information to allow for others not normally associated with that Profit Center to efficiently and effectively record a claim. This confidential customer listing will be retained in the compliance software repository and accessed only if needed to respond to an emergency. Employee Volunteer Program Any Brown & Brown Profit Center can be affected by a catastrophe and require assistance. Upon such occurrence, the Regional/Divisional Catastrophe Team Leader will immediately call upon the aid of a predetermined pool of volunteers from other Profit Centers and Corporate. Accordingly, every Profit Center is asked to provide an appropriate number of volunteers who are both willing and able to allocate as much as one week of their time in assisting another Profit Center in recovery. This volunteer program and the communication arrangements are key elements of a successful recovery plan. These and other components of the Brown & Brown Catastrophe Preparedness and Recovery Plan are described in more detail in the sections that follow.

9 | P a g e

EMPLOYEE HOTLINE _______________________________

In the event of a significant disaster, local communications may be impaired such that you are not able to communicate the needs of you and your family, nor may you be able to determine the circumstances of your Profit Center. Accordingly, there is an established toll-free telephone number to be utilized by all affected employees. Utilization of this hotline should be tested annually. Immediately following a catastrophe in your area: (1) Dial the emergency employee telephone number - (800) 347-1562. (2) Enter your Profit Center mailbox - See next page. (3) Listen to the instructions from your Profit Center Leader. (4) Leave a message as to your well-being. It is imperative that you call the emergency employee telephone number in order to:

• “Check - in” and communicate the needs of you and your family. Even if your family requires no assistance, it is critical that your Profit Center Leader knows of your well-being. Do not concern yourself with trying to reach your Profit Center Leader directly. By calling the toll-free number, the Profit Center Leader will be informed as to your status.

• Learn of any pertinent instructions regarding reporting for work. Your office needs your assistance as soon as possible. This toll-free number will allow for the necessary coordination between you and your Profit Center Leader.

EMPLOYEE TOLL-FREE HOTLINE

-------------------------------------------------------------------

(800) 347-1562 EXT # 2362

Employees should also check the Profit Center’s dedicated

Weather/Emergency line (914) 406-8304 for announcements Do not leave messages on the line.

10 | P a g e

The EE Hotline section should go in the PCL and Cat Coordinator Manuals. In the event of a significant disaster, local communications may be impaired such that you are not able to communicate the needs of you and your family, nor may you be able to determine the circumstances of your profit center. Accordingly, there is an established toll-free telephone number to be utilized by all affected employees. Immediately following a catastrophe in your area: Call the Emergency Employee Hotline If you are a new acquisition and your location is not listed, contact your Regional/Divisional Catastrophe Coordinator for assistance.

*The Extension Numbers have changed.

Instructions for Employees

To leave a message for CAT Coordinator:

1. Dial (800) 347-1562 (Please Listen Carefully to the Attendant after each option)

2. Auto Attendant: If you are an employee and want to reach your office greeting you may dial your office extension at any time during this call. Remember your office extension is now 4 digits. If you do not know your office’s extension please contact your office CAT Coordinator

3. Enter the 4-digit extension number (2362) for which you wish to listen to the greeting and/or leave a message.

4. Listen to your office greeting and leave message if necessary

Box Owner Voicemail Instructions

For all CAT Voice Mail Boxes: 1. Dial (800) 347-1562 (Please Listen Carefully to the

Attendant) 2. Auto Attendant:

• If you are an employee and want to reach your office greeting you may dial your office extension at any time during this call.

• If you are an administrator and wish to make changes to your mailbox greeting or retrieve messages please dial 6 + your office extension (2362#) and follow the prompts.

3. To reach the admin functions you must Ignore the Instructions for the Employees.

4. Enter Your Password. 1910#

5. Follow prompts to make changes: (For initial set-up, select 4 to change greeting) (See Below)

11 | P a g e

o 1 - to listen to messages (Option available when you have messages)

Shortcuts while Listening to a voicemail Message:

*3 - Delete this Message (To delete Numerous Messages faster: Hit * three times then hit 3, continue to repeat as many times as necessary - e.g. ***3, ***3)

*4 - Replay this Message

*6 - Play the Next message

*7 - Rewind this message 10 seconds

*8 - Fast Forward message

*# - Skip to the end of the message

o 2 - to skip to saved messages (Option available when you have messages)

o 4 - to change message center settings

1 - to change present setting (N/A)

2 - to change your mailbox name (524, Westchester, NY)

3 - to manage your greeting (Default Greeting – 0)

5 - to change your password

(You need to press 1 after you record your name or greeting to save your changes)

o 9 or hang up to disconnect call

Sample Template for setting up mailboxes:

* Mailbox Name Setup: Your PC Name (524, Westchester, NY)

* Greeting Setup: This will vary depending on the use but your message should instruct employees what to do in case of an emergency at the office. Your initial message may just notify callers there are no current emergencies and the message will change when necessary. Make sure to tell callers to hang up if they do not want to leave a message. (This prevents the hang up messages)

* Password: It is extremely important you change your default password! It makes it very easy for someone to mistakenly change the wrong voicemail box. This has happened!

Should you have any issues and/or questions regarding voice mail set-up, contact system administrator Michael Brucker, mbrucker@bbatlanta.com . (770)-512-5068 Cell: 770-283-7493

12 | P a g e

TELEPHONE FORWARDING ______________________________

Many of the catastrophes that affect an individual Profit Center may also affect the community surrounding the Profit Center. When this occurs, a large volume of claim reporting is certain to result. At that time, it is imperative that we maintain a high level of quality service to our customers. Accordingly, if the situation warrants, the affected Profit Center’s phone service may need to be forwarded to another location. There, a team of Brown & Brown volunteers will process claim calls until such calls can be transferred back to the Profit Center. All customers will have to do is access telephone usage and call the regular Profit Center phone number. This toll-free number should not be provided to customers. Instead, the Profit Center should forward all of its calls as instructed on the following pages. By forwarding these calls to an unaffected location and servicing such calls with trained volunteers, we can assure that our customers have the opportunity to report claims as soon as possible. Helping our customers with their own loss recovery in this time of crisis, through quick and effective service, is an important component of the Brown & Brown catastrophe plan. Each office should make arrangements with their local telephone company to add the call- forward feature to the telephone lines they wish to forward. The following pages provide detailed suggestions and instructions on how to accomplish this. The arrangements for this call-forward should be put in place immediately. It maybe necessary to make use of additional services for voice and fax such as eFax/myFax, Google Voice or eVoice to quickly route calls to cell phones or for greeting purposes.

13 | P a g e

TELEPHONE FORWARDING INSTRUCTIONS ___________________________________________________

In order to ensure that your profit center is prepared to activate the corporate disaster recovery toll-free number; there are certain steps that need to be taken. The following actions should be taken now to assure that in the event of a serious catastrophe, activation of the telephone forwarding would be effectively accomplished without incident. Forward selected local phone lines and 800 lines to a number you have predetermined with your alternate sites or to (800) 347-1561. 1. Contact the appropriate representative of your local telephone company (Local Exchange Carrier --

“LEC”) and arrange the implementation of the “call-forward” feature for a specified number of your Central Office (“CO”) trunks, Direct-Inward-Dial (“DID”) Circuits, or Business Lines, depending upon the terminology of your local LEC. Remember, you want this call-forward service only for lines that are incoming to your office. This call-forward service should be activated on sufficient phone lines to allow for the receipt of several incoming phone calls at once. Some LEC’s may require that the call-forward feature be implemented for several phone lines. For other LEC’s, the forwarding of one line may allow for the receipt of multiple calls at the same time.

Implement the call-forward feature for incoming fax lines with your LEC to a predetermined fax

designated number. There is NOT a company wide 800 number available for this purpose. This should only be done if arrangements have been made with your alternate sites.

2. Contact your long distance telephone company to implement the call-forward feature for your (800)

number. 3. While arranging for the implementation of this service, be sure to determine how to activate the call-

forward feature remotely if necessary. Or, determine how to contact your LEC representative, should it be necessary to activate the service using their assistance. This is critical since a disaster could arise during non-office hours, when no one is on-site to activate the call forwarding.

4. Prominently display the LEC call-forwarding procedure so that all appropriate office personnel may

access it. 5. In the event of a disaster or impending disaster, contact the Regional/Divisional Catastrophe Team

Leader immediately to coordinate the effective routing of phone calls. The timing of the activation of the call-forward feature is crucial to the plan’s success.

6. As soon as the affected Profit Center is able to effectively respond to customers needs, the call

forward feature can be turned off. The above steps should be simple to perform. If you encounter difficulty, contact your Regional/Divisional Catastrophe Coordinator or Steve Lattman (via office phone at 386-239-8829, or email slattman@bbins.com).

14 | P a g e

TELEPHONE FORWARDING ______________________________

LEC contact name: Optimum Lightpath (Acct #53511) LEC contact support phone number: 866 611-3434 LEC contact fax number: 516 803-1340 LEC emergency phone number: 866 611-3434 Lightpath Portal for phone access: optimumlightpathvoice.com Directions to activate the remote call forwarding feature for the selected local phone lines: * IT Leader will forward the main incoming lines 914 253-8400 & 914 337-1833 to the Alternate Site 1, 2 or 3 or to 800 347-1561 *Employees will forward their direct phone lines to their respective locations by: A. If internet service is available; calls can be forwarded & voicemails can be retrieved via web portal access by going to https://optimumlightpathvoice.com/ and thereafter using the call management feature by 1. enter office direct line phone number and voicemail pin 2. Go to “Call Manager” on blue ribbon bar 3. Go to “When I receive a call” 4. Select the second option “Forward to…” 5. Enter “91” and your complete forwarding number 6. Press “Apply” or: B. If internet service is not available but phone/cell phone service is available, calls can also be forwarded from a remote phone to a remote phone location by: 1. Calling “Lightpath Call Forwarding” at 516 325-7955 and then: a. Enter your complete direct dial number + # b. Enter your voice mail password/code (4 digits) + #, (default pin is 1478) c. Then press *72 c. Enter “91” + the complete forwarding number + # d. Then hang up and test the line. To disable/cancel the call forwarding (once back in the office), call “Lightpath Call Forwarding” at 516 325-7955 and then:

a. Enter your complete direct dial number + # b. Enter your voice mail password/code + # c. At beep hit *73 to turn off forwarding

15 | P a g e

Directions to activate the remote call forwarding feature for the fax lines: (See B. above or call Lightpath): Fax line is (914) 253-8650 and (914) 337-1596 * IT Leader will contact Optimum Lightpath directly for forwarding of the incoming faxes to alternate site 1, 2 or 3 (Acct #53511) NOTE: In case of catastrophe, selected local phone lines and 800 lines should be forwarded to alternate sites 1, 2 or 3 or to (800) 347-1561. Fax lines should be forwarded to alternate sites 1, 2, or 3. Tested by: Nicole Pancaldo Date: 5-20-2016

16 | P a g e

EMPLOYEE VOLUNTEER PROGRAM ____________________________________

Any Brown & Brown Profit Center can be affected by a catastrophe and require assistance. The ability to quickly obtain such assistance is a vital component that will greatly determine the success or failure of the Brown & Brown Catastrophe Preparedness and Recovery Plan. Upon the occurrence of a catastrophe, the Regional/Divisional Catastrophe Team Leader will immediately call upon the aid of a predetermined pool of employee volunteers who are willing to provide up to one week of assistance. Depending upon the nature and location of the disaster, it may be necessary for some or all volunteers to travel away from home to aid in the recovery of an affected Profit Center. The primary function of the volunteer will be to assist in recording claims related data and therefore, volunteers should be knowledgeable in this area. Please consider whether you would be willing and able to provide such assistance. If so, VOLUNTEER!!! If not, please consider any other contributions you can make. As a catastrophe volunteer, it may be necessary for you to travel to or near the afflicted Profit Center site. However, local officials may restrict access to those who are properly authorized and who are equipped to appropriately respond to the situation. The Profit Center Leader or Catastrophe Coordinator should check and confirm requirements with local officials periodically and make arrangements if needed. Be sure to have your insurance license identification (and business cards) with you. It may also be necessary to identify yourself to other Brown & Brown employees you do not know.

17 | P a g e

EMPLOYEE VOLUNTEER PROGRAM (Vantage Users) _____________________________________________________

For 2016, Vantage has been setup for Profit Centers to enter their Emergency Contact Information as well as Volunteer for the Employee Volunteer Program. Vantage Users can volunteer by completing the steps in the instruction located as a reference document within the Annual CAT Plan CSA and the intranet.

18 | P a g e

19 | P a g e

20 | P a g e

21 | P a g e

EMPLOYEE VOLUNTEER PROGRAM (Non-Vantage Users) ____________________________________

The “Emergency Contact Volunteer Form”, located on the Brown & Brown Intranet http://inet.bbins.com, under Departments > Compliance > Catastrophe Planning > Documents, should be completed electronically, and returned to your Profit Center’s Catastrophe Coordinator. As a rule of thumb, it is anticipated that each Profit Center will enroll one volunteer for every 15 employees. Should volunteers be needed, they will be accessed from numerous Profit Centers so we do not to excessively burden any one Profit Center and to minimize travel related costs. For example, should a team of five volunteers be needed to assist a Central Florida Profit Center, one volunteer would most likely be dispatched from five surrounding Florida Profit Centers in an effort to minimize costs. Conversely, should we need to respond to a situation in New Jersey, volunteers might also be accessed from Profit Centers outside of Florida in order to minimize the burden of recovery. The information from the completed forms will be used to update emergency contact information in our Payroll system and identify those employees able and willing to volunteer in a catastrophe situation. This form should be completed by every employee on an annual basis.

22 | P a g e

MEDIA RELATIONS

_______________________________ After the media finish describing the destruction wrought by a catastrophe and its impact on the residents and businesses in the area, they begin to ask, “What will be done to restore things as they were?” That’s when reporters begin searching for insurance spokespersons. Frankly, that search is often haphazard. The reporters involved may never have done an insurance story before and therefore have no established contacts. Yet they have stories to write, under pressure, for strict deadlines. The media will receive press releases explaining catastrophe coverages and procedures both before and after the disaster. Nevertheless, agencies will be called. Uniformity and propriety are important characteristics of the information that is provided to the media. Since our primary responsibilities in the recovery phase relate to the welfare of our employees and providing quality service to our customers, it will be the Profit Center Leader’s sole responsibility to determine whether any information will be provided to the media and if so, by whom. If the media approaches you seeking information, refer them to your Profit Center Leader. If your Profit Center Leader were not available, you would then want to politely explain to the press that you do not have any information to provide. Should the media insist, refer them to one of the following Corporate Catastrophe Committee members Charlie Lydecker (386-239-7201), Tom Tinsley (386-239-7288) or Randy Verge (386-239-8849) in the corporate office. Please document the following information for easy reference should it become necessary for you to quickly contact the media: TV STATION: News 12 PHONE#: (914)378-8916 TV STATION: WPIX TV 11 PHONE#: (212)949-1100 TV STATION: WNBC TV 4 PHONE#: (516)485-2233 RADIO STATION: WHUD 100.9FM PHONE#: (877)274-9483 RADIO STATION: WFAS 103.9FM PHONE#: (914)693-1900 NEWSPAPER: The Journal News PHONE#: (914)694-5222

23 | P a g e

INSURANCE COMPANY INFORMATION ________________________________________

Each insurance company has different claims information and catastrophe requirements. After a catastrophe, we will have additional volunteer personnel handling claims and dealing with our carriers. Accordingly, the information outlined on the “Insurance Company Special Catastrophe Information” form shown on the next page should be available for each carrier. Please do not wait for a catastrophe to actually occur before completing these forms. As long as all information is provided, you may keep this information updated electronically as long as you are able to provide an accessible file for use by the volunteers. Notice the section on the form regarding restrictions on binding authority. Most companies have certain restrictions on binding authority when, for example, a hurricane is approaching. Most suspend binding authority altogether; some base those suspensions on distance of the storm from the coast in miles, while others refer to latitude and longitude. In some cases, pre-hurricane depressions, tropical storms and waves are the determining factors. From an E&O standpoint, it is important that every employee be familiar with this information, especially during hurricane season.

24 | P a g e

INSURANCE COMPANY SPECIAL CATASTROPHE INFORMATION

__________________________________

Carrier Tel # Fax # Email Address 1st report ACE - PL Glass- Safelite CL (prof liab also)

800 945-7461 800 732-7782 800 433-0385

800 678-9847 877 395 0131

Prsfirst_reports@acegroup.com No preferred shops/vendors ACEClaimsFirstNotice@AceGroup.com

AGCS Marine / Allianz Global Corp

312 224-3300 646 472-1500

FNOLMarine@agcs.allianz.com

AIG/Chartis CL *main: Lexington- separate line: Private Client Grp International Eastern Work Comp Umbrella & XS D&O/EPL

*877 399-6442 800 931-9546 888 760-9195 877 399-6442 866 642-5246 866 473-0756 n/a

*866 854-4926 866 858-1472 888 969-6753 ph# 866 420-1404 n/a

atlpcNewLoss@aig.com LexProfessionalLiability@aig.com LexingtonHomeownerProperty@aig.com worldsourceNYclaimsreporting@aig.com easternwcnewloss@aig.com excessfnol@aig.com c-claim@chartisinsurance.com

Alterra E&S n/a n/a claims@alterra-us.com Allstate 800 366-9775 For third party reporting AM Trust (Rochdale) - see Tower

866 272-9267 877 207-3961 amtrustclaims@qrm-inc.com

American Empire 513 369-3000 513 369-3062 aeslic.claims@gaig.com American Guarantee See Zurich Arch – construction: If York is TPA: Arch - thru NSM Grp w. York TPA (non-profits) Auto claims f/u:

877 688-2724 866-391-9675 877 371-9774 1st rpt 800 732-6136 status 609 807-9400 x9364

866 266 3630 800-393-8104 East 866-548-2637 West 800 919-8984 Claims Supervisor:

claims@archinsurance.com Yorkclaimsintake@yorkrsg.com ATP@yorkrsg.com –Addiction Txmt Provider Ins. Program (Mental Health) Alice.Brosky@yorkrsg.com

Argonaut Specialty asclaims@argogroupus.com Arrowpoint Capital handles Royal & Sun Alliance

866 236-7750 : all lines 704 522-2014 Jackie

704 522-3300 robert.baer@arrowpointcap.com claims executive Cathy.Morgan@arrowpointcap.com

Aspen casualty.claims@aspenspecialty.com Atlantic Mutual in liquidation. Mostly handled by TPA. One Beacon bought some CL policies

212 341-6651

NY Liquidation Bureau

http://www.nylb.org/AtlanticMIC.htm gpsiponen@nylb.com Gail Pierce-Siponen, Dir. of Estate Mgmt

Axis E&O Axis Surplus Professional Liab

866 259-5435 816 471-6118

Prop/GL & UMB: EPL & Media Pro: Prof liab:

usclaimnoticeATL@axiscapital.com usclaimnoticeKC@axiscapital.com usclaimnoticeBH@axiscapital.com

AGIA, Inc. / CIGNA / Fairmont Specialty part of Crum & Forster (A&H policies)

800 399-2560 Insd to submit Accident Claim Form directly. Mail to: P.O. Box Phoenix, AZ 85068

Brownstone 212 962-5620 212 742-7934 or 212 742-7805

dquaranta@brownstoneagency.com (liability claims only)

Burlington claimnotice@ifgcompanies.com Bollinger (for country clubs)

877 718-0375 877-873-9972 status

877 868-5522 Club.program@chartisinsurance.com

Catlin Ins. xleclaims@xlcatlin.com

25 | P a g e

Carroon & Black- broker (now owned by Willis)

212 915-8888 804 527 2348

Joe Piccone-Chief Claim officer

joe.picone@willis.com

Chubb –owned by ACE Multinational claims Specialty claims WC Follow up emails: ecsc.marine@chubb.com

800 252-4670 800 699-9916 ecsc.casualty.claims@chubb.com

800-300-2538 855 842-1349 800 884-3946

CSCFNOL@chubb.com MCU@chubb.com specialityclaims@chubb.com WCFNOL@chubb.com ecsc.auto.claims@chubb.com ecsc.property.claims@chubb.com

Chubb WC thru Starr 877 212-3272 Handled by Fara: WCClaims@fara.com CNA/Continental Casualty 877 262-2727 or 877-

256-2435 800-953-7389 Specialty claims:

lossreport@cnaasap.com specialtynewloss@cna.com

Colony Ins. 800 577-6614 804 327-1792 claimreporting@colonyins.com Crum & Forster 800 690-5520 or

888 890-1500 877 622-6573 WC 877 622-6204 GL 877 622-6230 Mgt 877 622-6230 E&S

Auto: autonol@cfins.com GL: liabilitynol@cfins.com Prop: propertynol@cfins.com UMB: umbrellanol@cfins.com

Coregis/ (all Swiss Re) North River/ Mt. Airy/ Westport

866 866-8907 630 717-1622 312 821-4071

866 809-6270

All handled by Swiss Re / TPA Steve Garrett – manager Michael_Delonay@swissre.com

CV Starr / Starr Indem. * *See policy starrindemnity@fara.com Encompass 800 588-7400 866 286-5221 Endurance 213 270-7000 213 270-7020 eclaims@enhinsurance.com Everest National 908 604-3000 908 604-3525 everestnationalnjclaim@everestre.com FARA TPA – see Starr 866 391-9675 985 624-8383 claimopening@fara.com Fireman’s Fund –see ACE who owns FFIC Equip floater/marine

800 347-3428 800 870-8857 status

800 511-3720 888 323-6450

newlossnotice@ffic.com newloss@ffic.com (UM & XS)

First Cardinal 866 850-2667 for work comp First Mercury 248 358-4010 248 357-5036 claimsfax@firstmercury.com Gallagher Bassett - TPA 973 644-5900 in NJ

636 447-5400 in MO 800 748-6159 tnwclaims@tnwinc.com

Gennat Associates /HLI 516 869-8666 joannep@hliins.com GEICO 800 841-3000 R2inetloss@geicomail.com Gemini 203 542-3800 203 542-3839 Claims@vela-ins.com Glatfelter Ins. Grp (VFIS) 800 233 1957 717 747-7051 n/a GMAC 800 468-3466 800 924-0273 n/a Great American/ GAIC Home office** Specialty claims Specialty human svcs*

213 430-4300 broker 513 369 5000** 888 317-4828 888-317-4828

213 430-8459 888 307-3180 *non-profits

Generic.claims@gamcustom.com (GL & Excess) ELDClaims@GAIC.com (d&o/prof) speciltyhumanservicesclaims@gaig.com

Greater New York(GNY) 212 683-9700 212 532-8018 GUARD/Berkshire Hathaway – Work Comp

888 639-2567

570 825-0611

Claims3@Guard.com

Hanover 800 628-0250 800 399-4734 FirstReport@hanover.com Harleysville/Nationwide Flood

888 560-9876 800 892-8877 800 421-3535

800-441-4118 FNOL@harleysvillegroup.com glass only ph# 877 612-6185

Hartford CL Glass only PL (agent line) PL (customer) Hartford steam boiler Hartford Flood

800 327-3636 877 687-1279 800 553-1710 800 243-5860 888 472-5677 800 759-8656

866 861-2513 877 472-4329 860 757-5687

Agentfaxreporting.claim@thehartford.com or lossconnect@thehartford.com

26 | P a g e

Home Ins. in liquidation 212 530-4108 212 530-6416 http://www.state.nh.us\insurance claim filing deadline June 2004

International- TPA is Riverstone claims adjuster:

603 656-2302

IS_Largelossteam@swissre.com & gficnolot@trg.com David.Burns@trg.com

Interstate Indemnity part of Fireman’s Fund Equip Floater/Marine Service center

800 347-3428 888 323-6450 800 870-8857

800 511-3720 fnolrf@ffic.com

Indian Harbor (WKF&C) 631 756-3000 631 756-2500 Prof E&O only: proclaimnewnotices@xlgroup.com

Ironshore rweingarten@midman.com James River 804 289-6700

804 289-2712 f/u 804 420-1058 New.ClaimsNotices@jamesriverins.com

Jackson Lewis 888 249-8425 attorney hotline Approved counsel for Chubb & others K&K Insurance 260 459-5027 can print form: www.kandkinsurance.com Kemper 877 506-4222 877 329-5367 newclaim@kemper.com Lancer

800 821-0540 or 714 939-0700

714 978-8023 firstreports@lancerclaims.com

Lexington –see AIG Liberty International US_Claims@libertyiu.com Lovell Safety: WC group 212 709-8600 212 269-6212 Worker’s comp safety group LoVullo Assoc. wholesaler 716 856-3065 716 856-8057 Claims@lovullo.com Liberty Mutual Policies begin w. GMIB: (see Peerless also)

800 362-0000 all

GL & CA email: 800 329-3297 all WC email:

103alfirstreports@libertymutual.com claims@corporateclaims.net - (GMIB) virtual_commclaims@libertymutual.com

Maxum Indemnity claims@mxmsig.com Middlesex/ Middle Oak 860 347-4621 866 514-9881 firstreport@middleoak.com Mt. Hawley -excess 800 444-0406 866 692-6796 New.claim@rlicorp.com Maryland/Farmers/Zurich 800 239-4559 #3 800-788-2891 Merchants 800 462-1077 800-235-6304 centralclaims@merchantsgroup.com Metlife 800 854-6011 888-540-9912 None Nationwide /Harleysville 800 892-8877 800-441-4118 FNOL@Harleysvillegroup.com New Empire Group for UMB claims: umbrellaclaims@newempiregroup.com National Casualty (Scottsdale)

800 423-7675 480 483-6752 sicreportaloss@scottsdaleins.com

National Grange/Main St. America (MSA Grp)

877 425-2467

Navigators RBclaims@navg.com Network Adjusters = carrier TPA newloss@networkadjusters.com NFIP FLOOD 800 767-4341 See Wright flood NJ Underwriters: PL 973 622-3838

866 850-2667 973 645 0269 NJIUA.org

Northfield/Northland 800 328-5972 866 248-4608 nccc@northlandins.com No. River-see Coregis n/a n/a n/a NY Liquidation Bureau for carrier who wrote clients who domicile in NY

212 341-6400 212 341-6857

jpannullo@nylb.org Jeanne FBasso@nylb.org Frank gpsiponen@nylb.com

NY Property u/w Assoc. for CAT claims

212 208-9710 877 469-6709

212 344-0731 www.NYPIUA.com

One Beacon - work comp 877 248-3455 WC see Tower Peerless/LibertyMutual/ Safeco/Netherlands/Wausau

CL: 800 522-7152 PL: 800 332-3226

800 526-0681 866 378-3661

CLClaimReport@libertymutual.com N/A – client to call claim in

27 | P a g e

Philadelphia 800 765-9749 or 610 617-7900

800 685-9238 or 610 617-7940

claimsreport@phly.com

Preferred Mutual 800 333-7642 607 847-6616 Claims@pminsco.com Progressive – PL CL

800 274-4499 800 925-2886

n/a Insd to call direct

PURE 888 813-7873 888 636-1359 claims@pureinsurance.com Redwoods Group 800 463-8546 800 478-6068 claims@redwoodsgroup.com Riverstone / TIG Ins Co. Management

603 656-2200 603 656-2302

603 656-7500 claim adj:

NewNotices@trg.com David_Burns@trg.com

RSUI reportclaims@rsui.com RT Specialty wholesaler 816 842 8222

816 412-7573 claims contact-

KCClaims@RTSpecialty.com Tim.Fuhrken@rtspecialty.com

Scottsdale 800 423-7675 480 483-6752 sicreportaloss@scottsdaleins.com Seneca (917-270-2648) 212 277-3490 212 422-7541 claims@senecainsurance.com Selective -clients can report online

866 455-9969 Selective.com

877 352-6541 CSVcenter@selective.com CSVsupport@selective.com - f/u

Socius (wholesaler in CA) 415 796-0600 or 0604 415 778-0315 rdegroat@sociusinsurance.com Rob is claims manager

Sparta 877 813-9502 800 953-8414 Avaya_Claims@firstnotice.com

Starr Indemnity Ins. Co. w. York &FARA as TPAs *See last policy page See Gallagher Bassett TPA

866-391-9675 all 888 467-9675 WC

800-393-8104 Starr GL only: Starr Auto only:

YorkClaimsIntake@yorkrsg.com 4647starrindemnity@yorkrsg.com 4784starrindemnityauto@yorkrsg.com

State Insurance Fund (NYSIF)- White Plains Bronx office NYC office

212 312-9000 914 701-2120 212 587-7390 212 587-5435

see below list of faxes *claims get reported to office for county of residence for employee using C2-F form -best to report online at nysif.com

Tower Grp /ACP Re/ Adirondack/One Beacon Tow service * Tower PL =National General Tower CL = Amtrust

212 655-2000 & 877 248-0555 800 668-1398

212 655-1036 & 866 894-1633

reportaloss@twrgrp.com -Adiron. & One B. are AMTrust companies *Client must call direct from scene of disablement to get tow coverage (PL acquired by National General Holdings)

Tokio Marine status

877 567-7486 800 948-6546 212 297-6600

800 858-6509 Claims@ACtec.net (Their claims reporting company)

Travelers – PL Glass unit Flood: American Bankers CL Mgmt Liability (Bond & Financial, D&O & Prof)

800 252-4633 all 866 878-4527 800 505-0193 800 238-6225 800 842-8496

877 784-5329 all 888 288-5892 flood 888 460-6622

N/A 800 987-4735 ph# for status TravelersClaims@floodpro.net N/A bfpclaims@travelers.com

Selective WC Existing claims f/u

866 455-9969 all 877 352-6860 877 352-6550

877 352-6541 ph# csvcenter@selective.com wcfnol@selective.com csvsupport@selective.com

St. Paul/USF&G (part of Travelers)

800 387-8734 888 329-8734 See above

USLI 610 688-2535 or 800 523-5545

610 687-9398 newlosses@usli.com

Utica National Regional office Work comp Agents E&O

*800 216-1420 & 888 538-2018 516 479-5000 800 284-3806 800 274-1914

972 301-4211 f/u email:

ClaimsNewReport@UticaNational.com nymroClaimsMailbox@uticanational.com

28 | P a g e

Valiant casualty@valiantinsurance.com Vela Ins – Gemini TPA 866 915-7478 Western World 888 847-8600 reportaclaim@westernworld.com Westco WC 800 438-0160 518 213-1908 Subsidiary of AM Trust Wright Flood - NFIP FEMA policy

800 725-9472 877 270-4329 kelly.nugent@weareflood.com WrightFlood.net (Brown & Brown co)

York – TPA for Starr See Starr

f/u: 866 391-9675 YorkClaimsIntake@yorkrsg.com

Zurich/Farmers Disability

800 987-3373 800 887-9111

877-962-2567 usz_carecenter@zurichna.com www.zurichna.com

XL/ XL Specialty/ Greenwich Insurance (uses TPAs depending on policy/client)

800 823-7351 860 246-1863 f/u 860 946-8003

610 458-6653/ 866 262-9002 professional E&O claims only e/m:

napropcasclaimnewnotices@xlgroup.com proclaimnewnotices@xlgroup.com

State Insurance Fund Worker Comp 1st report faxes for different counties (based on claimant’s residence): NYC 212 312-9883; Lower NYC 212 587-4995; Upper NYC 212 587-4856; BX & Queens 212 312-7575; Brooklyn & Staten Island 212 587-5866; Nassau 631 756-4070; Suffolk 631 756-4261; Westchester/Orange/ Putnam/Rockland (914)701-2183; Dutchess/Albany (518)437-6946.

29 | P a g e

LOCAL REPAIR & MAINTENANCE ___________________________________

As customers report claims, agency personnel will be asked to give information on where and when repair work can be done. The Profit Center itself may require immediate attention in order to restore damage and mitigate further loss. The “Local Repair & Maintenance Shops” form on the following page is provided to help facilitate the gathering of information and serve as a reminder to include certain types of repair work. In those instances where losses are not covered by the policy, or fall below any deductible, the list is useful in referring the claimant to a licensed contractor. From an E&O standpoint, however, it should be stressed to the insured that the agency is not endorsing any particular repair shop, but only providing alternatives. Please inquire of the Profit Center Leader as to the policy to be undertaken regarding repair shop referrals.

Local Recovery and/or Restoration Services Phone numbers Master Metropolitan Rosa-Partner of Brown & Brown Inc. 973 942-7711 Tri-State area Crystal Restoration Lisa Cordasco - green cleaning 914 937-0500 / 800 422-1960 Paul Davis Restoration Lily Stevenson- Call back in 30 min. 914 764-0307 / CT: 203 922-3473 Belfor B&B partnership Belfor local regular contact

Brown&Brown@us.belfor.com Brandon Carr – VIP contact Melissa Olsen – local contact

800 856-3333 high net worth hotline 216-276-1177 914 798-1440

DKI / All Pro June Burke-subs on site 914 592-2849 / 800-352-7886 Maxons Restorations Mary Ellen Parisi- subs on site 914-235-6767 / 800-362-9667 ServPro (Travelers) Nationwide w/ office in Scarsdale 914-663-6936 or 800 737-8776 Service Master (Travelers) Nationwide w/ office in Westchester 800 325-3261 Munters (water damage) Restoration & document recovery 800 422-6379 911 Restoration Candace Perez 914-847-0340 or 888-243-6653 Midlantic Restoration LLC Gasper Pecorella midlanticr@aol 914 667-2019

Glaziers Tank Removal/ Cleanup Safelite 800 800-2727 Can report claim for client, provide car & policy info to: Safelite.NJ.VIPexpress@safelite.com

Northeast Environmental 877 574-8265

Four Star 800 258-8505 Duchess Environmental 845 628-3610 NJ -Premier 888 801-6776 New England Tank 203 775-9447 Glass America 845 565-7100 “Rollins” discount Enviro Shield 800 394-2268 Auto Glass of New England 888 228-0686 Hydro Enviro. (HES) 914 276-2560 Tree Service /roof tarping Rental Cars Potanovich 914 969-6943 Enterprise 800-261-7331 Environmental Tree Service 914-263-9272 / 877-990-TREE

Avis 800 633-3469_________ Hertz 800 654-3131

30 | P a g e

CLAIMS RECORDING

_______________________________ In preparation for a disaster, each Profit Center should obtain a supply of “ACORD Property Loss Notice Forms”, a copy of which is included hereunder for reference purposes. The Profit Center should stock a quantity of such loss forms, which equals at least the number of open auto policies and twice the number of open property policies. In completing the ACORD form, give careful attention to detail. Show all coverages and form numbers. Be sure to include edition dates and all endorsement numbers. Many companies are using unrevised forms, and independent adjusters won’t necessarily know which companies are using which forms. Please also refer to the listing hereunder of claims-taking suggestions and considerations.

SEPARATE CLAIMS FILE

____________________________________ One practice to help maintain organization and order in a catastrophic situation is to establish a separate file for catastrophe claims. These separate files could prove to be of great value in following up on loss reports and in tabulating loss experience. Retain two copies of the ACORD Notice of Loss Form for the office. Original To carrier Copy No. 1 To separate catastrophe loss file Copy No. 2 To insured’s file One (or more) person(s) should be specifically assigned to check all completed ACORD forms for completeness and accuracy prior to their mailing. This review should affirmatively determine that:

• All copies are legible, particularly where a rubber stamp was used. • A ballpoint pen was used to fill out the form if it was not typed.

• The complete policy number is listed on the form (prefix, symbol, suffix, etc.)

31 | P a g e

CLAIMS-TAKING SUGGESTIONS AND CONSIDERATIONS

_________________________________ (Note for Profit Center Leader and Catastrophe Coordinator: Replace this page with your own listing of claims-taking suggestions and considerations specific to your Profit Center. The following are provided as examples. Insert your compiled listing into this Section of the notebooks of the other employees.) • Upon first contact with the insured, explain any deductible clauses and ask the insured to

arrange for any emergency repairs, which are necessary only to protect the property. Point out reasonable costs of such repairs may be included in their claim. Keep all receipts.

• Explain to each claimant how losses will be adjusted and that there may be delays. • Typical debris removal coverages (with careful consideration of flood/rising water

exclusions) • Are there any typical catastrophe related losses not covered. • Typical coverages regarding reasonable living expenses following a catastrophe or pre-

catastrophe evacuation. Keep receipts. • Instruct the insured to maintain or retain the damaged property until the adjuster has properly

authorized its disposal. • Be aware that a claimant may have numerous different property claims to report (e.g., flood,

windstorm, and property).

32 | P a g e

ACORD PROPERTY LOSS NOTICE FORM _________________________________________

Sample Property ACORD Loss Notice Form

33 | P a g e

ACORD AUTO LOSS NOTICE FORM _________________________________________

Sample Automobile ACORD Loss Notice Form

34 | P a g e

Sample Automobile ACORD Loss Notice Form (Page 2 of 2)

\

35 | P a g e

INFORMATION BACKUP/CUSTOMER LISTING __________________________________________

Daily Whether faced with a temporary interruption of operations or the effects of catastrophic damage, it is imperative that certain data, processes, and other appropriate information be backed-up daily and stored in a secured location. The Profit Center Catastrophe Coordinator, along with the Profit Center IT team leader, is responsible for assigning this function to appropriate personnel and monitoring performance. They are also responsible for determining which data and information is to be subject to such backup. If using a third party for any of your IT support, you should have all contact information readily available in your Profit Center CAT Plan. A checklist for all IT related matters maybe a great solution to make sure you are moving the proper IT equipment that is needed to restore your office functionality. Annually Should a particular Profit Center become briefly incapacitated during a catastrophic event, the Regional/Divisional Catastrophe Team Leader will assemble the employee volunteer team in another location for the primary purpose of fielding claim calls on behalf of the afflicted Profit Center. These volunteer personnel, however, will not be acquainted with the particular customers of the afflicted Profit Center. They will need the information necessary to adequately handle the claim calls in a quality fashion. Annually, the Profit Center Catastrophe Coordinator should assure that an updated “customer listing” is submitted through the Cadency compliance software. (Profit Centers in hurricane prone areas may want to submit this listing monthly directly to their Regional/Divisional Catastrophe Coordinator during hurricane season.) This customer listing should be in alphabetical order by customer name and include, as a minimum, the following information:

• Customer name • Customer number • Policy number • Policy type or line code (if code only, then key must be provided) • Insurance company name and/or code (if code only, provide key) • Effective date • Expiration date

This listing should be in Excel format and attached to the appropriate COACH software execution request. Be sure to include your Profit Center name, number and date in the attachment and in the comment field of the execution. The Regional/Divisional Catastrophe Coordinator shall review for completeness and these listings shall be safeguarded in the Cadency software via security access restrictions. This information will allow the employees volunteer team to effectively and efficiently record a claim remitted by a customer.

36 | P a g e

SUPPLIES _______________________________

It is every Profit Center’s responsibility to acquire the necessary supplies to facilitate an effective and efficient recovery. However, you should not wait to obtain such items. The time for gathering these essentials is now! The following page provides a suggested listing of necessary supplies. Once these items have been acquired, they should be secured in an appropriate location so as to be quickly accessed in an emergency situation. They should not be accessible and subject to usage in the routine operations of the Profit Center. Of course, should you not be able to access these supplies after a catastrophic event, the Volunteer Recovery Team will supply necessary items.

37 | P a g e

EMERGENCY SUPPLY INVENTORY ___________________________________

Check if Supply Items Comments Acquired ACORD Forms Property/ GL/Auto loss forms Yes Radio (2) ____________________________ _______ Strapping tape (15 rolls) ____________________________ _______ Plastic / visquine (100 feet) ____________________________ _______ First aid kit Located in office kitchen Yes Map of area (3) ____________________________ _______ Camera and film (2) Yes Batteries (all sizes) Box of supplies in NAP’s office Flashlights ____________________________ Yes Matches / lighters ____________________________ _______ Stamps ____________________________ _______ Calculators (battery operated) ____________________________ Yes Clip boards (6) ____________________________ _______ Staplers and staples (10) ____________________________ Yes Pens, pencils, erasers ____________________________ Yes Paperclips ____________________________ Yes Note pads ____________________________ Yes Message pads (small note pads) ____________________________ Yes File folders ____________________________ _______ File boxes ____________________________ _______ Envelopes (window, etc.) ____________________________ Yes Markers, highlighters ____________________________ Yes Scissors ____________________________ _______ Scotch tape ____________________________ _______ Garbage bags ____________________________ _______ Canned foods and beverages ____________________________ _______ Plastic plates, utensils, cups, etc. ____________________________ _______ Coolers ____________________________ _______ Other: ________________________ ____________________________ _______ ________________________ ____________________________ _______ ________________________ ____________________________ _______

38 | P a g e

ALTERNATE OPERATION SITES ________________________________

Should your Profit Center become incapacitated for whatever reason, it is imperative that the daily operations be smoothly transferred to an alternate location as quickly as possible. To facilitate this transition, consider another Brown & Brown Profit Center within a reasonable vicinity, or even local hotels equipped with conference and meeting rooms or seek out a nationwide vendor who deals with temporary office space solutions. If you have to move to a temporary location, make sure you have your Domain Register sign on information and IP address information. Because of the different forms of interruption that may affect your office (e.g., hurricane, tornado, fire, flood, etc.), it is advisable to secure several alternate operation sites varying in distance from the Profit Center. At times, it may be convenient to move within miles of the Profit Center while at other times it may be necessary to be much further away. Remember that when a catastrophe strikes, many other companies may also be seeking alternate locations for the continuance of operations. Therefore, it is important to secure these locations now. Meet with the appropriate personnel of these alternate sites to reach a formal or informal agreement, which will allow your Profit Center to utilize the necessary space. Communicate with those parties on a periodic basis [annually at a minimum] to refresh and update the arrangements. The worksheet on the following page is provided for documentation of and easy access to these alternate site arrangements.

39 | P a g e

EMERGENCY ALTERNATE SITES WORKSHEET

Alternate Site #1: Florham Park, NJ Office (#163) Address: 30A Vreeland Rd. Florham Park, NJ 07932 Contact: Bill Hansen (bhansen@bbmetro.com) Phone Number (973)549-1017 Arrangements: It is agreed that if either office requires usage of space, key employees will be directed to go to said location __________________________________________________________________ Alternate Site #2: Mahopac, NY Office (#634) Address: 625 Route 6 Mahopac, NY 10541 Contact: Sheila Harker, (SHarker@spainins.com) Phone Number (973)549-1933 Arrangements: It is agreed that if either office requires usage of space, key employees will be directed to go to said location Alternate Site #3: Garden City Office-Sobel (#514) Address 595 Stewart Avenue, #600 Garden City, NY 11530 Contact Karen Spressert (kspressert@sobelins.com) Phone Number (845) 628-4500 x223 Arrangements If catastrophe calls for actual office space, key employees will be directed to go to said location Alternate Site #4: Hartford, CT Office- (#102) Address 55 Capitol Blvd. Rockyhill, CT Contact Holly Hamling (HHamling@bbhartford.com) Phone Number (860) 665-8469 Arrangements If catastrophe calls for actual office space, key employees will be directed to go to said location Verified by: Nicole Pancaldo Date: May 2016

40 | P a g e

CATASTROPHE RELATED EXPENSES _____________________________________

Certain expenses incurred in a catastrophic situation are to be absorbed by all Profit Centers pro-ratably based on budgeted revenues. Costs that may be subject to this allocation include the following:

• Paid overtime as a result of Brown & Brown employees who respond as volunteers to provide assistance to the affected Profit Center.

• Travel and living costs of the volunteers (i.e. hotel charges, food, gas, etc). • Incidentals specifically related to the recovery.

It is the Profit Center’s responsibility to secure the cash necessary to respond to the recovery needs. It is recommended that at least $3,000 - $5,000 be obtained for this purpose, although the circumstances may dictate more or less. If you are unable to acquire this cash, you can request assistance from Regional/Divisional Catastrophe Coordinator.

41 | P a g e

PROFIT CENTER LEADER RESPONSIBILITIES ________________________________________

Incorporating the Catastrophe Plan (1) Meet with all personnel in your Profit Center to discuss the Brown & Brown Catastrophe

Preparedness and Recovery Plan. Briefly address the contents and concepts of the Plan and each person’s responsibilities therein. Discuss any related issues specific to your Profit Center as well as the types of catastrophe situations that feasibly could be encountered.

(2) Contact your local telephone company and arrange for the installation of the call-forward

feature for the selected incoming telephone line(s) of your Profit Center as described in Section 6.

(3) Secure alternate operation sites now. Do not wait until a catastrophe strikes. See Section

14. (4) Document local emergency telephone numbers in Section 2. (5) Document media contact references in Section 8. (6) Provide oversight to your Profit Center’s Catastrophe Coordinator to assure that everyone

has timely accomplished all necessary tasks in implementation of this Plan. (7) Schedule future meetings with all personnel to revisit and update the Catastrophe Plan. Before the Catastrophe (1) If there is warning to a potential catastrophic situation, immediately contact the alternate

operation sites and confirm the terms previously arranged regarding the utilization of workspace.

(2) Secure two or three hotel rooms for members of the volunteer team who respond to

provide assistance to your Profit Center. It is preferable that these rooms are at the same location as the alternate office site.

(3) Obtain and secure a cash supply to be available for use in recovery.

(4) Update Employee Hotline PC Extension Voice Mail Greeting with appropriate

instructions for your employees.

42 | P a g e

PROFIT CENTER LEADER RESPONSIBILITIES - cont.

_____________________________________________ (4) If activation of the call-forward feature of incoming phone lines is desired or considered

necessary, first contact your Regional/Divisional Catastrophe Coordinator to determine whether receipt of these calls can be facilitated prior to the pending event. Then, and only then, activate the call-forward feature as explained in Section 6.

After the Catastrophe (1) CALL THE REGIONAL/DIVISIONAL CATASTROPHE COORDINATOR

IMMEDIATELY. Be prepared to discuss the status of your situation and that of your Profit Center. Determine the assistance you need and believe to be necessary

(2) Contact the alternate site location and begin making the necessary arrangements for the continued operations of the Profit Center. (3) Contact the Catastrophe Coordinator for your Profit Center and coordinate your recovery plan.

(4) Coordinate media relations (see Section 8). (5) Check EE Hotline for messages left by employees and revise greeting as needed.

43 | P a g e

CATASTROPHE COORDINATOR RESPONSIBILITIES ___________________________________________________

Incorporating the Catastrophe Plan (1) Coordinate with the Profit Center Leader in an effort to meet with all personnel of the

Profit Center to review the Brown & Brown Catastrophe Preparedness and Recovery Plan and each person’s role and responsibilities. Make sure all team leaders have a hard copy of the plan at home and in the Profit Center.

(2) Assure the completion of the Insurance Company Special Catastrophe Information forms

described in Section 9. (3) Maintain a copy of active Emergency Contact Volunteer Forms, as described in Section

7, so as to preserve an appropriate pool of active volunteers from your Profit Center. (4) Oversee the completion of the Local Repair & Maintenance forms included in Section

10. (5) Document local emergency phone numbers in Section 2. (6) Document media contact references in Section 8. (7) Prepare and maintain a set of instructions to be followed by employees and volunteers in

recording claims during the recovery (see Section 11). (8) Assure the daily backup and storage of pertinent data as discussed in Section 12. Also

run the customer listing described in that Section and attach in Compliance Cadency. (9) Update the listing of emergency supplies included in Section 13. Then, obtain and secure

those supplies. (10) Assure the completion of the Emergency Alternate Sites Worksheet included in Section

14. (11) Assure the completion of the “Telephone Forwarding” worksheet included in Section 6. (12) Coordinate with the Profit Center Leader regarding the scheduling of future Profit Center

meetings with all personnel to revisit and update the Catastrophe Plan.

44 | P a g e

CATASTROPHE COORDINATOR RESPONSIBILITIES - cont. _________________________________________________________

Before the Catastrophe (1) Oversee the preparedness of the Profit Center. Specifically:

• Assess the adequacy of preparedness on a routine basis (i.e. customer files stored away each night, etc.)

• In the case of foreseeable events, make sure computers are wrapped in plastic and are

elevated from the floor.

• Make sure all files are in cabinets and the drawers are sealed. • Move lunchroom chairs and tables to the central part of the room. • Tape windows to the extent appropriate. • Pull all electrical plugs and phone modem lines from outlets.

(2) Coordinate with the Profit Center Leader regarding the confirmation of the alternate sites AND EE Hotline Greeting and message review.

(3) If time permits, arrange for the backup of a customer listing as described in Section 12

and remit to your Regional/Divisional Catastrophe Coordinator and any of the Corporate Catastrophe Team contacts.

(4) Remind all employees to call the Employee Toll-Free Hotline as soon as possible after the

event (see Section 5). After the Catastrophe (1) Call your Profit Center Leader and your Regional/Divisional Catastrophe Coordinator. (2) Attempt to safely secure the Profit Center location, to the extent feasible, and determine

priorities of recovery. (3) Access the stored emergency supplies and make them accessible.

45 | P a g e

EMPLOYEE RESPONSIBILITIES ________________________________

Incorporating the Catastrophe Plan (1) Read the Catastrophe Plan to ascertain your involvement. (2) Consider whether you would be an effective volunteer as described in Section 4. If so,

please sign up. Before the Catastrophe (1) Make sure your working area is secure. Specifically assure that all files are placed in

cabinets and that such cabinets are covered or otherwise prepared. Also wrap all computer equipment in plastic and elevate from the floor.

(2) Consider taking your Catastrophe Plan notebook home for reference there. After the Catastrophe (1) CALL THE EMPLOYEE TOLL-FREE HOTLINE NUMBER PRESCRIBED IN Section

3 TO REPORT YOUR STATUS AND TO RECEIVE FURTHER INSTRUCTION. THIS NUMBER IS (800) 347-1562, EXT #2362 CALL BACK FREQUENTLY FOR UPDATES

(2) Be prepared to provide assistance in the Profit Center recovery as soon as possible. (3) Do not discuss the situation with members of the media. \

46 | P a g e

OTHER INFORMATION _______________________________

Helpful Websites: www.ready.gov www.redcross.org www.ibhs.org www.agilityrecovery.com Insurance Contact at B&B:

Sandra Rakauskas - Direct 386-239-5750 Email: srakauskas@bbdaytona.com Applied Systems: 800-999-5368 Support@appliedsystems.com Enterprise: BROW117 Ivans Acct Info (Primary) Former Rollins: # Y571 User ID: rolliie (two L’s and two I’S) Machine Address: IBM914ROLLIN https://ice.ivansinsurance.com/Account/LogOn

Ivans Acct Info B&B # YHQX User ID: YX13469 Machine Address: IBM914PRM123

Gaston Account: YJN6 User ID: YX00782 Machine Address: IBM212MTE005 ** ID & Password to Ivans: cnydell/BrownB14

ChoicePoint (LexisNexis) Node ID: JV1876000 (B&B) or Node ID: JH0327000 (Rollins) Tel # 1-800-695-8252 Cablevision Optimum (Internet): 866-251-4435 (Account# 07869-954945-02-4) Broadview: 914-922-7428 or Linda March 610-755-4514 Central Station Alarm: (Acct #59-5744)

47 | P a g e

Conf Access Numbers Conference Utility Link 914-977-8497 https://conf.optimumlightpathvoice.com

203-693-6997 Access #’s 609-539-6997 or 973-431-6997 516-325-7997

Name Participant Code Moderator Code

Lissette Roman 814887 495468 Mark Rollins 362303 230841 Nicole Butler 934267 999537 Chuck Rollins 190517 742123

Mei Walia 944952 410690 Nicole Pancaldo 550689 838349 Fred Gaston, Sr. 726240 645541

Donna Witt 975414 720636

48 | P a g e

HOTEL INFORMATION _______________________________

WESTCHESTER COUNTY Rye Town Hilton 699 Westchester Avenue Rye Brook, NY 10573 914-939-6300

Hyatt House 101 Corporate Park Drive White Plains, New York 10604 914-251-9700

Renaissance Westchester Hotel 80 West Red Oak Lane White Plains, NY 10604 914-694-5400

Crowne Plaza 66 Hale Avenue White Plains, NY 10601 914-682-0050

Marriot Residence Inn 5 Barker Avenue White Plains, NY 10601 914-761-7700

Westchester Marriott 670 White Plains Road Tarrytown, NY 10591 914-631-2200

Double Tree 455 South Broadway Tarrytown, NY 10591 914-631-5700

LaQuinta Armonk Business Park Drive Armonk, NY 914-273-9090

DUTCHESS COUNTY Holiday Inn 452 Route 9 (at I-84) Fishkill, NY 12524 (845) 896-6281 Directions: Take 684N or the Taconic to 84W to Exit 13 N. Hotel directly on right as you exit

Courtyard Marriott 7 Westage Drive (off Route 9) Fishkill, NY 12524 (845) 897-2400 Directions: Take 684N or the Taconic to 84W to Exit 13 N. 2/10 of mile on Left

Residence Inn by Marriott Fishkill 14 Schuyler Blvd Fishkill, NY 12524 (845) 896-5210 Directions: Take 684N or the Taconic to 84W to Exit 13 N. 1/8 of mile, make Right

ROCKLAND COUNTY Crowne Plaza 3 Executive Blvd. Suffern , NY 10901 845-357-4800

Marriot Residence Inn 3 Stevens Way Orangeburg, NY 10962 845-359-5200

Hampton Inn 60 Centre Drive Central Valley NY 10917 844-282-3892

Double Tree 425 State Route 59 Nanuet, NY 10954 845-623-6000

PUTNAM COUNTY Marriot Courtyard 3 Eagle Rd. Danbury, CT 203-730-2228

Heidi’s Inn 1270 NY 22, Brewster, NY 10509 (845) 279-8011

Hilton Garden Inn 119 Mill Plain Rd. Danbury CT 06811 (203)205-2000

Crown Plaza 18 Old Ridgebury Rd. Danbury, CT (203)794-0600