Australia: Independent Validation Advisory (Australia) Pty Ltd New Zealand: Independent Validation Advisory (Australasia) LP

acting as agent for third parties, including insurance companies, mutual trusts and financial organisations—referred to as “IVAA”.

The supplier of claim-related goods and/or services—referred to as “The Supplier”.

A. The representative acting on behalf of The Supplier has disclosed sufficient information about The Supplier to enable IVAA to make a properly informed decision about whether to include, or continue to include, The Supplier as a current or prospective panel supplier.

B. The representative acting on behalf of IVAA has disclosed sufficient information to enable The Supplier to make a properly informed decision about whether to become, or continue to be, a panel supplier.

C. The Supplier and IVAA willingly enter into this agreement without coercion or duress from either party.

In this agreement, unless the contrary intention appears:

A. headings, notes and examples are included for convenience only and do not affect the interpretation of this agreement, but may be used to understand its intent;

B. the word “including”, or any variation of it, is not to be construed as a word of limitation;

C. a reference to a statute, ordinance, code or other law includes regulations and other instruments made under it, as well as any consolidations, amendments, re-enactments or replacements;

D. the singular includes the plural and vice versa; and

E. a reference to a clause is a reference to the whole of that clause, including its subclauses.

For the purposes of this agreement, the following definitions apply, with capitalisation as necessary:

“Goods and Services” means any products, replacement items, repairs, professional services or related services that The Supplier may quote for or provide in connection with an insurance claim.

“Insurer” means a third party that has appointed IVAA to assist with an insurance claim. An Insurer may be an insurance company, group, mutual trust, financial organisation and/or another party responsible for the relevant claim.

“Claimant” or “Insured” means the policyholder or other person entitled to receive Goods and Services in connection with the relevant insurance claim.

“Panel Supplier” means a supplier approved to receive requests for quotation, referrals or approvals through IVAA, subject to any additional requirements imposed by the relevant Insurer.

“Request for Quotation” or “RFQ” means a request issued by IVAA inviting The Supplier to provide a quotation for specified Goods and Services.

“Approval” means written authorisation issued by IVAA for The Supplier to contact the Claimant and take the steps described in the Approval towards supplying the approved Goods and Services.

IVAA assists Insurers with the management of insurance claims, including the assessment, repair, replacement and supply of claim-related Goods and Services.

IVAA may issue RFQs, Approvals, revocations and other instructions as agent for the relevant Insurer.

Information provided by IVAA is confidential and must not be reproduced, redistributed or disclosed to anyone other than the intended recipient unless IVAA has provided written authorisation or disclosure is otherwise required by law.

The Supplier must maintain appropriate and adequate insurance for the Goods and Services it provides, including professional indemnity and public liability insurance where applicable.

The Supplier must provide evidence of its insurance cover upon request.

The Supplier must comply with all laws, regulations, industry requirements, licences and professional obligations applicable to its business and the Goods and Services it provides.

The Supplier must promptly inform IVAA of any actual or suspected breach that may affect its ability to provide Goods and Services, participate in IVAA’s supplier panel or fulfil an insurance claim.

Any RFQ issued by IVAA is a request for quotation only. IVAA takes reasonable care to provide the available information relevant to preparing an accurate quotation.

An RFQ is an invitation to treat and does not constitute an offer, Approval or authority to commence work, order goods or incur costs.

RFQs are only issued to suppliers permitted by IVAA and the relevant Insurer to participate in the claim. Receiving an RFQ does not guarantee that The Supplier will be selected to provide the relevant Goods and Services.

The Supplier must prepare each quotation using the description, documentation and other information provided with the RFQ.

The Supplier must ensure that its quotation is accurate and clearly identifies:

• the Goods and Services being offered;
• the relevant specifications, quantities and inclusions;
• any assumptions, exclusions, alternatives or limitations;
• applicable taxes, delivery fees or other charges;
• availability and expected timeframes;
• the quotation’s expiry date, where applicable; and
• any other information that may materially affect the claim or the Claimant’s decision.

A quotation may be revised if new documentation or information becomes available, the required Goods and Services change, or relevant costs change materially.

If a quotation does not state an expiry date, The Supplier may provide a revised quotation where its costs or the availability of the quoted Goods and Services have changed significantly. The Supplier must notify IVAA of any material change before proceeding.

Further requirements may be contained in IVAA’s Quote Lodgement Terms.

An Approval from IVAA authorises The Supplier to contact the Claimant and take the steps described in the Approval towards supplying the approved Goods and Services.

The Supplier must contact the Claimant within two business days of receiving the Approval unless a different timeframe is stated.

All Approvals are conditional upon the Claimant accepting the relevant Goods and Services. An Approval does not authorise The Supplier to provide Goods and Services beyond the scope or value stated in the Approval without further written authorisation from IVAA.

The Supplier must check the details of the Approval and notify IVAA of any apparent error, inconsistency or omission before proceeding.

A Quote Approval may be issued when the Claimant wishes to repair or replace an item or obtain another approved service based on The Supplier’s quotation.

The Approval will state the amount authorised for the relevant Goods and Services. The Supplier must explain any relevant price, specification, availability or service information to the Claimant.

The Supplier must notify IVAA before proceeding if the Claimant requests a material change to the approved Goods and Services, specifications or price.

Where permitted by the Approval, the Claimant may elect to use the approved amount towards alternative Goods and Services supplied by The Supplier.

A Store Credit Approval provides the Claimant with an approved amount to spend with The Supplier, similar to a gift card or open-order store credit.

Unless the Approval states otherwise, the Claimant must be able to use the approved amount towards Goods and Services offered at sale, promotional, discounted, clearance or other generally available prices.

The amount invoiced to the Insurer may reflect a discount agreed between The Supplier and the Insurer or IVAA. That discount must not reduce or restrict the amount available to the Claimant.

Example: The Claimant receives a $1,000 Store Credit Approval. The Supplier has agreed to provide the Insurer with a 10% discount, resulting in a net invoice of $900. The Claimant must still receive $1,000 to spend with The Supplier.

An Approval may be revoked or amended at the request of IVAA, the Insurer or the Claimant.

The Supplier must immediately cease any work, ordering or supply affected by the revocation unless IVAA provides further written instructions.

If any approved Goods and Services have already been supplied, ordered or committed, The Supplier must notify IVAA immediately and provide details of:

• the Goods and Services already supplied;
• any orders or commitments that cannot reasonably be cancelled;
• any costs already incurred; and
• any Goods collected or accepted by the Claimant.

The Supplier must take reasonable steps to minimise costs following a revocation or amendment.

The Supplier must supply approved Goods and Services in accordance with:

• the Approval;
• its accepted quotation;
• any applicable Insurer requirements;
• all representations made to the Claimant; and
• all applicable legal and professional obligations.

The Supplier must not substitute or materially alter approved Goods and Services without the Claimant’s agreement and IVAA’s written authorisation.

The Supplier may only release Goods or provide Services to the Claimant or another person or entity authorised in the Approval.

The Supplier must take reasonable steps to verify the recipient’s identity and retain appropriate evidence that the Goods and Services were accepted, supplied, completed, delivered or collected.

All transactions must comply with the consumer protection, privacy and other laws applicable in the jurisdiction where the Goods and Services are supplied.

A policy excess or other customer contribution is an amount payable by the Claimant in connection with the claim.

IVAA will include details of any amount The Supplier is required to collect in the Approval. The Supplier must collect the specified amount and show it as a deduction from the total approved amount on the final invoice.

The Supplier must not waive, substitute, reduce or otherwise alter the amount without written authorisation from IVAA.

Any additional amount payable by the Claimant for Goods and Services beyond the scope of the Approval must be clearly explained to and agreed by the Claimant before The Supplier proceeds.

Invoicing requirements and payment terms may differ between Insurers. The Supplier must comply with the instructions included in the Approval and any additional invoicing requirements provided by IVAA or the relevant Insurer.

Invoices must accurately identify:

• the relevant claim or Approval;
• the Goods and Services supplied;
• the approved amount;
• any excess or contribution collected from the Claimant;
• any amount paid directly by the Claimant;
• applicable taxes; and
• any other information required by IVAA or the Insurer.

Valid tax invoices will generally be paid within 30 days, subject to the relevant Insurer’s payment terms.

Questions about a specific invoice should be directed to the party identified in the Approval or invoicing instructions.

The Supplier must provide Goods and Services professionally, efficiently and in accordance with the service standards communicated by IVAA.

Service performance may be monitored using claim data, customer and stakeholder feedback, response times, fulfilment outcomes, complaints and audit testing.

The Supplier must cooperate with reasonable requests from IVAA to review service performance, address identified issues and improve customer outcomes.

Failure to meet the required standards may result in reduced referrals, suspension or revocation of panel membership.

Documentation, information, processes, data, examples, networks, contacts, software, licensing materials and any other tangible or intangible intellectual property shared, obtained or provided by IVAA remain the property of IVAA or the relevant owner.

The Supplier must not use, reproduce or represent IVAA’s name, identity, branding, logos or other intellectual property without IVAA’s express written consent.

Any claim-management methods, resolution methods, findings, procedures or materials developed by IVAA remain the property of IVAA.

Nothing in this agreement transfers ownership of The Supplier’s pre-existing intellectual property to IVAA.

The Supplier must act honestly, transparently, professionally and ethically towards IVAA, Insurers, Claimants and all other involved parties.

The Supplier must:

• treat Claimants fairly and respectfully;
• avoid misleading or deceptive conduct;
• provide accurate and complete information;
• disclose any actual or potential conflict of interest;
• avoid applying inappropriate pressure to a Claimant;
• protect confidential and personal information; and
• uphold the service and conduct standards expected by IVAA.

The Supplier must not offer or provide any undisclosed benefit, payment or incentive that may improperly influence a claim, referral, quotation or supplier selection.

The Supplier must disclose any information relating to a claim that may influence or affect:

• the assessment or outcome of the claim;
• the suitability, availability or price of the Goods and Services;
• the accuracy of a quotation or invoice;
• the Claimant’s decision; or
• IVAA’s or the Insurer’s decision-making.

The Supplier must also promptly inform IVAA of any loss, suspension, revocation or material change affecting its:

• business ownership or control;
• memberships or affiliations;
• qualifications or licences;
• insurance cover;
• financial or operational capacity; or
• ability to meet its obligations under these terms.

The Supplier must cooperate with IVAA in responding to and resolving complaints relating to The Supplier, its representatives or the Goods and Services it provides.

If these terms and conditions are breached by either IVAA or The Supplier, one or more of the following resolution or disciplinary procedures may apply:

A. direct consultation with the affected parties to seek a resolution;

B. a request for corrective action or further information;

C. escalation to the relevant Insurer or an appropriate industry, professional or regulatory body;

D. restriction or reduction of RFQs, referrals or Approvals;

E. suspension of panel membership; or

F. revocation of panel membership.

The action taken will depend on the nature, seriousness and frequency of the issue.

Panel membership does not guarantee The Supplier any minimum volume or value of RFQs, referrals, Approvals or work.

IVAA or the relevant Insurer may determine which suppliers are invited to quote for or participate in a claim.

IVAA may review, restrict, suspend or revoke The Supplier’s panel membership where IVAA reasonably believes that The Supplier:

• has breached these terms and conditions;
• no longer meets IVAA’s service or conduct standards;
• has provided inaccurate, incomplete or misleading information;
• has failed to maintain required licences, qualifications or insurance;
• presents an unacceptable operational, compliance or reputational risk; or
• is no longer suitable for inclusion on the panel.

The Supplier may request the cancellation of its panel membership by providing written notice to IVAA.

IVAA may update these terms and conditions from time to time to reflect changes to its services, Insurer requirements, applicable laws or panel standards.

IVAA will make the current version available to The Supplier. Continued participation in the panel after updated terms take effect constitutes acceptance of those terms.