Capstone ISG is a Virginia domiciled company that devotes itself to customized insurance programs. We focus our product delivery on providing the correct information quickly in an easily accessible format. It is our objective to provide superior customer service while handling assignments in a prompt and thorough fashion.

We have set our Benchmarks to provide our staff with objective goals, as well as notify our clients of our internal quality control and review methods, which enable our company to deliver our product as, promised. On time, every time.

Servicing the Client:

In our business, we exist because of the needs of our clients. Our number one objective is to exceed the expectations of our customers, while providing a superior product delivered quickly at a competitive price.

Contact Benchmarks:

We will attempt contact with all parties within one business day from the receipt of the assignment. Contacts will be made by phone and if unable to reach a party by phone we will correspond to that party while still attempting to make contact.

Investigation Benchmarks:

Investigation will begin within one business day from the date of assignment. We will work diligently to conclude our initial investigation within a 7-day time frame so that our first report enables our clients to adequately evaluate their exposure on a claim.

Report Benchmarks:

We make it our practice to acknowledge every assignment denoting the file number and the handling adjuster. If warranted, we will contact the client via phone to clarify the assignment.

First reports will be generated and forwarded to the client within 7 days. Our first reports will document all investigation undertaken to date, along with our action plan to conclude any outstanding activity requested by the client.

Status reports will be forwarded in 30-day intervals unless the client directs or the file dictates a longer or shorter diary. Status reports will include all activity on the file since the date of the previous report. We will, in each report, indicate what we will be doing to resolve all outstanding issues, and give recommendations on how to resolve the claim.

Reserving Benchmarks:

We will report reserves in our initial 7-day report. This assessment will supplement and confirm the initial reserves placed on the file after the first 48 hours of handling the loss. We will continue to monitor reserves at intervals of no more than 30 days. In the event of a protracted claim, our reserves will be stabilized within 9 months from the date of assignment. Any reserve change after 30 days from date of assignment will be reviewed and signed off of by the adjuster's supervisor or manager.

We will keep our clients involved in the reserving process and will notify them in writing when a claim may exceed a SIR or policy limit.

Supervision Benchmarks:

We strongly believe that an adjuster is successful in their job when their work is closely supervised.

New cases will be assigned by a supervisor or manager and any specific handling instructions will be clearly denoted on the assignment sheet. We are careful to review case details with our adjuster on all coverage issues, questionable liability, subrogation, and any special handling instructions.

A supervisor will review all losses within 7 days from receipt of assignment to confirm that contacts were made and the initial investigation was completed. A supervisor will review every report before it is sent to a client.

On a regular basis, but no more than 30-day interval's, a supervisor/manager will review every open file assigned to an adjuster and make recommendations on future handling. The Supervisor will provide clear documentation in the file indicating the claim was reviewed. The frequency of review will be based on the experience level of each adjuster. If there are outstanding issues on a file, that file will be noted for immediate action and the adjuster will be required to address those issues within 3 days.

Quality Benchmarks:

Every file that we handle will have either written or electronic notes documenting the work performed by the adjuster. In addition to the adjuster notes, our supervisory staff will provide instructions in the claims file notes in red ink.

On every claim involving an injured party we will secure index information and reserve data to document the claim exposure.

We will actively evaluate claims at the beginning of our investigation to uncover subrogation potential. We will pursue subrogation vigorously until we have recovered the maximum amounts possible, and these efforts will be clearly identified in our reports.

If we are given authority from our client to handle payment of claims, we will involve the adjuster, supervisor and manager, as well as administrative staff in the process to ensure that our client's financial documents remain secure. Check stock is always secure in a locked cabinet and a manual and electronic check log is maintained and reviewed on a monthly basis to reconcile the check stock.

In the event our office receives lawsuit papers, we will advise our client immediately via phone and fax, and we will be prepared to refer the claim to counsel prior to the end of that business day. We will follow our referral of the suit papers to defense counsel with a written letter requesting representation of our client's interests.

Education Benchmark:

Every Professional Employee at Capstone will be required to attain their Association In Claims (AIC) designation within 3 years of employment with our company. We believe that attaining this designation will enable us to better service the needs of our customers.

Corporate Principles:

We will abide by any and all fair claims practice acts of the jurisdiction in which we are handling losses. These principles include the Unfair Claims Practices Act adopted by the National Association of Insurance Commissioners.

We will notify all parties immediately when we become aware of a conflict of interest. We will normally accept the first assignment received unless we are under a claim handling agreement with a particular client as their Third Party Administrator. We will make initial notification via phone with a written follow-up to all clients involved.

Our offices will not accept gifts of any kind from a vendor. We will return any gift received with a notification that we are unable to accept such gifts according to corporate policy.

We will not engage in the bidding or purchase salvage. We are keenly aware of the fiduciary position in which we have been entrusted and we will strive to exceed any standards regarding the handling of salvage set forth by our clients. All salvage proceeds will be in the form of check, certified check, or money order with the client listed as the payee. We will advise our clients in writing of the receipt of salvage proceeds and will forward said proceeds to our client promptly.