The CertifiedFirst Network and First Notice Systems Connect Services to Offer Quality Collision Repair at First Notice of Loss

BOSTON & PITTSBURGH--Oct. 2, 20037, 2003--

The ability to refer policyholders to a nationwide network of pre-certified auto body shops during a claim-report call improves customer satisfaction and reduces claims expense

First Notice Systems(R), Inc., a leader in claim reporting solutions for the insurance industry, and the CertifiedFirst(TM) Network, PPG Industries' North American network of quality-verified collision repair centers, today announced a strategic alliance designed to ensure high policyholder satisfaction in the auto body repair process. Under the new agreement, insurance carriers that are clients of First Notice can now offer referrals for certified, guaranteed collision repair to their policyholders who call to report an accident. With a growing roster of over 1,300 qualified shops, the CertifiedFirst Network provides local access to auto body repair in neighborhoods across North America.

Finding a reputable auto body repair center is an unfamiliar task for most people. Since the average driver gets in an accident only once every seven years, he or she often turns to friends, family and co-workers for recommendations--with widely varying results. The CertifiedFirst Network takes the guesswork out of choosing a repair facility. Each network shop is pre-qualified and then continually monitored by:

-- strict conformance to established network standards for quality, and courteous, professional service

-- independent verification of network standards by reputable third parties: on-site facility audits are performed by Underwriters Laboratories Inc. (UL), and customer satisfaction surveys are conducted by Customer Research, Inc.

-- In addition, the CertifiedFirst Network is Motor Trend(R) Preferred and paint products used have earned the Good Housekeeping Seal.

"Offering quality collision repair to policyholders while they're on the phone reporting their claims is a great service--for them and their carrier," said Jeff Blum, Director, PPG Industries' Automotive Aftermarket Alliance. "Connecting with leading industry players like First Notice, as well as customer-focused, quality body shops, is part of our strategic plan to bring real value to insurance carriers, their customers and CertifiedFirst Network participants."

The insurance industry has long recognized the benefits of direct repair programs using closely managed networks of vendors. To capitalize, many carriers have established their own networks of shops, while others have lacked the internal resources to recruit and manage facilities effectively. The CertifiedFirst Network, offered through First Notice's claim reporting services, can supplement existing networks for carriers that have their own body shops and can become, in essence, the Direct Repair, Direct Appraisal or Preferred Provider program for carriers that do not.

The Integrated Service

After an accident occurs, policyholders begin the process of returning their vehicle to pre-loss condition by calling the 800-number on the back of their insurance "wallet card." The phone rings in a First Notice service center where a First Notice customer service representative, acting on behalf of the insurance company, walks the policyholder through the claim report. By checking collision coverages and dynamically adjusting the call flow to the specifics of the accident, First Notice can see if the caller qualifies for an auto body referral and then find shops in his or her local area. If eligibility criteria are met, the First Notice representative will ask if the caller is interested in a referral to an auto body shop in their vicinity. Policyholders are always free to choose any facility to repair their vehicle. If they are interested in a referral to a quality-verified facility, the First Notice representative uses a "warm transfer" process to connect the caller, while still on the line, directly with a CertifiedFirst Network shop to schedule an appointment.

"We built the vendor referral engine into our ClaimCapture(TM) software with both our clients' needs and best-of-breed services like the CertifiedFirst Network in mind," said Jim Leightheiser, Vice President of Product Marketing for First Notice. "Clients with existing vendor programs can fill in coverage gaps and increase selection by adding the CertifiedFirst Network's 1,300+ shops to the mix, while clients with no network in place can create--and benefit from--a direct-repair-program capability virtually overnight."

"This new alliance is consistent with our strategy to offer custom solutions for both our insurance clients and our industry partners," said Steve Topczewski, Manager, Insurance Industry Relations for the CertifiedFirst Network.

CertifiedFirst Network shops are independently reviewed and offer written workmanship and paint performance guarantees. They have email and Internet access and can create, send and receive electronic estimates. In addition, they have access to other collision-related services like towing, glass and car rentals and have the flexibility to adapt to a carrier's unique requirements.

This joint offering is now available for implementation into First Notice client programs.

About First Notice Systems

Founded in 1993, First Notice Systems (www.firstnotice.com) is a premier provider of claim reporting and customer service solutions to the insurance and healthcare industries. First Notice connects insurance carriers, third-party administrators and healthcare organizations with their customers through a combination of call center outsourcing services and rules-based Web technology. With headquarters in Boston, MA, First Notice Systems, Inc. is a wholly owned subsidiary of Concentra Inc. Concentra is a leading healthcare company offering a broad range of products and services that provide quality patient care for work-related injuries and that manage the rising costs of healthcare and workers' compensation. Concentra serves the occupational healthcare, group health and auto/liability markets. "Concentra" and "First Notice Systems" are registered trademarks of Concentra Operating Corporation (www.concentra.com).

About the CertifiedFirst Network

The CertifiedFirst Network is a North American group of dealership and independently owned auto body repair centers. One of the most important aspects of the CertifiedFirst Network is that the standards required to be met by participating auto body repair centers are verified by independent third parties. The standards, consistent across the CertifiedFirst Network, are divided into two major categories - an evaluation of the repair center itself, on aspects ranging from its facilities to employee training, and measurement of the satisfaction level of the repair center's customers.

Underwriters Laboratories Inc. (UL), conducts the facility verification review and Customer Research, Inc., (CRI) verifies customer satisfaction. The UL name is a familiar and trusted one, providing credibility to the Network. CRI also has a strong track record, having specialized in customer satisfaction and marketing research for the automotive industry since 1967.

For more information on the CertifiedFirst Network, visit www.certifiedfirst.com or call 1-866-CERT-1ST.

About PPG Industries

Pittsburgh-based PPG is the largest manufacturer of automotive glass for original-equipment and replacement applications in North America and the leading maker of transportation coatings worldwide. Additionally, PPG Industries is a global supplier of flat glass; architectural, packaging and industrial coatings; fiber glass; and commodity and specialty chemicals, with 113 manufacturing facilities and equity affiliates in 23 countries. Sales were US$8.1 billion in 2002.