Motiva Announces Improved Claims Process; Media Update; June 4, 2004; 3:30 pm CDT

Shell and Motiva apologize for the frustration our customers have been experiencing with the claims process related to the recent gas gauge issues. We value our customers and are committed to providing our Florida customers with exceptional customer service and high quality fuels.

We want this process to move swiftly so that our customers can get vehicles fixed quickly and be compensated promptly. To this end, we have expanded our resources and simplified the process as follows:

   1.  We have added additional claims representatives, appraisers and
       adjusters to ensure the process moves swiftly.
       a.  More than one hundred adjusters are working to contact customers,
           validate claims and expedite claims approvals.  They will begin
           contacting customers tomorrow and we will increase those numbers
           as needed.
       b.  Additionally, ten field adjusters will be stationed in Florida to
           expedite claims and facilitate customer needs.

   2.  We are making arrangements with service centers in the area to
       expedite appraisals and repairs.  We hope to have those arrangements
       in place by the beginning of next week.  A list of these locations
       will be made available to customers through adjusters early next
       week.

   3.  If customers go to a service center approved by Shell, no estimate
       will be required.
       a.  If the customer chooses a shop outside the network of facilities
           we have identified, the adjuster will conduct an appraisal for
           the customer.

   4.  Additionally, the claims check will be presented to customers
       immediately upon completion of vehicle repairs for those customers
       who choose to have their vehicles repaired at a service center
       approved by Shell.
       a.  If the customer chooses a shop outside the network of facilities,
           the claims payment will be sent within 5 business days.

   5.  As is typical with any insurance claims process, we are requesting a
       release be signed.  The release only applies to further claims
       related to gas gauge issue because we are confident that our fuel
       will have no other adverse affects on affected vehicles.

   6.  When customers receive their claims check they will also receive a
       $20 Shell gift card as a token of our appreciation.

We take this matter very seriously and encourage customers who have experienced fuel gauge-related issues to contact our customer service center at 888-502-7323 or log onto http://www.interactclaims.com/shell for assistance.

We apologize for any inconvenience this may have caused our customers and we want them to know that we stand ready to assist them.

PRNewswire -- June 4