USAA Insurer Metrics & CSI Sullivan

Aug 20 & YTD

Sev x100 APU % Rep % RPL % Ref %05

1015202530354045505560

20

40

27

20

35

24.5

52.2

25.7 26.8

34.3

24.5

52.5

25.7 26.8

34.3BenchCurrentPrior Mo

*Charts results updated weekly

Quality Kept Inf On Time0123456789

10 9.5 9.28.6

0 0 0

9

10

6.7

BenchCurrentPrior Qtr

Prior Month

Current Mo

0 1 2 3 4 5 6 7 8 9 10

5

27

MTDMonth End

Prior Mo

Current Mo

1000 6000 11000 16000 21000

9765

498017430

MTDMonth End

*Charts updated weekly Volume

Revenue

Internal CSI: 100%

Comments:1. 2. 3. 4.

*Updated Monthly YTD On Track Prior YearVolume 74 118 126

Revenue 197580 317420 299562

Nationwide Insurer Metrics & CSI Sullivan

Aug 20 & YTD

APU % LKQ% Rep Hrs Ref Hrs05

101520253035404550556065

50

25

711

59

30

7.1 8.3

59

30

7.1 8.3

BenchCurrentPrior Mo

*Charts results updated weekly

Quality Service On Time Informed Refer0123456789

10 9.5 9.59

9.5 9.510

9.350

9.5 9.59.6 9.7

8.2

10

9

BenchCurrentYTD

Prior Month

Current Mo

0 1 2 3 4 5 6 7 8 9 10

5

27

MTDMonth End

Prior Mo

Current Mo

1000 6000 11000 16000 21000

9765

498017430

MTDMonth End

*Charts updated weekly Volume

Revenue

Internal CSI: 100%

Comments:1. 2. 3. 4

*Updated Monthly YTD On Track Prior YearVolume 74 118 126

Revenue 197580 317420 299562

State Farm Insurer Metrics & CSI Sullivan

Aug 20 & YTD

Sev x100 C/T Hrs/Day Est Dif0

5

10

15

20

25

20

9.7

2.5 2.5

21

8.4

3.11.3

23

7

3.41.6

BenchCurrentYTD

*Chart results updated monthly

Quality Service On Time Return SF Concern0123456789

10

5 5

10

0 0

5 5

10

0 0

4.9 4.8

10

0.09

22.2

BenchCurrentYTD

Prior Month

Current Mo

0 1 2 3 4 5 6 7 8 9 10

5

27

MTDMonth End

Prior Mo

Current Mo

1000 6000 11000 16000 21000

9765

498017430

MTDMonth End

*Charts updated weekly Volume

Revenue

Internal CSI: 100%

Comments:1. Keep close eye on severity2. 3. 4.

*Updated Monthly YTD On Track Prior YearVolume 74 118 126

Revenue 197580 317420 299562

*Chart updated monthly

Erie Insurer Metrics & CSI Sullivan

Aug 20 & YTD

Sev x100 LKQ% Non OEM% Rep %0

10

20

30

40

50

60

70

24.5

15

3036

25.5

54

65.6

44.1

25.5

54

65.6

44.1

BenchCurrentPrior Mo

*Charts results updated weekly

Prior Month

Current Mo

0 1 2 3 4 5 6 7 8 9 10

5

27

MTDMonth End

Prior Mo

Current Mo

1000 6000 11000 16000 21000

9765

498017430

MTDMonth End

*Charts updated weekly Volume

Revenue

Insurer CSI: NONEInternal CSI: 100%

Comments:1. 2. 3. 4.

*Updated Monthly YTD On Track Prior YearVolume 74 118 126

Revenue 197580 317420 299562