MIM71 e2e Supplement

DIFFERENT
BY
DESIGN

WELCOME
Different
Exciting. Passionate. Interesting. Innovative. Bespoke. Obsessed. And, above all else,
Different.
These are not the words or sentiments that you would normally use to describe an
organisation whose key focus is the management of total loss claims for insurers, claims
managers, fleets and others. You may be more used to the standard corporate messaging
around the quality of service, price competitiveness, auction returns, et al.
All of which e2e Total Loss Claims Management can match or outperform our competitors in.
But, to our way of thinking, that is not enough.
Obsessed
Behind every total loss claim there is a policyholder or fleet owner/driver. Over 550,000
claims of this type are typically registered in a single year, and that means 550,000 instances
of inconvenience, financial loss, possible tragedy, emotional distress, or injury. Over 550,000
occasions when the insurer or claims manager needs someone to step into their shoes,
and also the shoes of their customers. Over 550,000 opportunities to help deliver on the
fundamental promises of the insurance contract and also to maximise legitimate financial
returns from the disposal of the vehicle.
These are the real roles of e2e Total Loss Claims Management.
Unique
In the following pages, you will see the strength of the absolutely unique business model that
we operate, where 11 independently owned and managed salvage operations come together
to create a different and superior offer for our corporate clients. You will also read of the
passion and belief of our staff, the exciting new technologies we are deploying to achieve our
clients’ goals, and the way in which we are constantly challenging ourselves to deliver new
and qualitative solutions that will better serve our clients and their customers.
If you are seeking a plain vanilla, ‘off-the-shelf’ salvage solution, then e2e is probably not for
you. If, on the other hand, you really want to deliver something bespoke and different to your
customers, then please come and talk to us. We love to listen.
Eddie
Eddie Longworth
CEO, e2e Total Loss Claims Management
2 e2e Supplement

INTERVIEWS
MEMBER SPOTLIGHT
4
6
8
10
12
15
The e2e Business Model Delivering Excellence. Differently
Eddie Longworth, CEO, e2e Total Loss Claims Management
Jenny’s Journey
From Roadside to Resolution: How Jenny’s Car Claim Journey
is streamlined by e2e
The Future Holds No Fears
Eddie Longworth, CEO, e2e Total Loss Claims Management
Revolutionising Automotive Repairs: How PartsMarket Is
Closing Gaps and Driving Greener Innovation
Chris Hulls, Business Development Manager, e2e Total Loss
Claims Management
Driving Change: How Silverlake Strengthens the e2e Network’s
Green Vision
Allen Prebble, Managing Director, Silverlake Automotive
Recycling
Consumer Duty Rules OK!
Claire Greenall, Client Service Manger, e2e Total Loss Claims
Management
16 Ted4Parts:
Brendan Rafferty, Managing Director
17
SCB Scotland:
Hamish Irvine, Managing Director
18 Combellack:
Darren Combellack, Managing Director
19
20
ASM Auto Recycling:
Chris Morgan, Director
Power in Partnership: Why e2e’s Network Model Delivers
More for Insurers
Rob Smale, Non-Executive Chair, e2e Total Loss Claims
Management
INSIGHTS
22
24
26
28
It’s All in the Details. Case Studies
Mia Constable, Head of Business Development, e2e Total Loss
Claims Management
Technology as a Catalyst at e2e
Martin Stevenson, Chief Technology Officer, e2e Total Loss
Claims Management
ESG Sustain 360 Programme
Graeme Beamson, Business Change and Compliance
Manager, e2e Total Loss Claims Management
Doing the Right Thing: Why Social and Governance Matter
More Than Ever in the Claims Management Space
Helen Angell, Change Consultant and Insurance Industry
Advisor Sustainability | Claims & Supply Chain | System
Thinking
31
Final Thoughts
Eddie Longworth, CEO, e2e Total Loss Claims Management
e2e Supplement 3

4 e2e Supplement

The e2e Business Model
Delivering Excellence. Differently.
In 1985 the concept of e2e was born and a number of independent, highly
skilled, entrepreneurial businesses came together to offer a national network of
service providers to the market. Major insurers bought into the concept and the
throughput of e2e including salvage auction proceeds amounted to some £100m
in 2024/25.
Tens of thousands of claims have been processed in the last
40 years, and as the market has developed, we too have
changed the details of our core delivery with ever-increasing
use of technology, improving standards, and our clear focus
on ESG objectives, all now a standard part of our work with
clients.
However, at the heart of e2e is that unchanging capability
to deliver excellence, differently.
Unlike the changing corporate guard of giant corporations,
we have maintained a consistency of ownership that brings
with it vast expertise, inter-generational knowledge, and
entrepreneurial instincts that work to the best advantage
of clients. To have survived and prospered in a highly
competitive market, our Members know that they must be
agile, innovative, and adaptable. It is a never-ending and
entirely welcome challenge to stay ahead of the game.
Strength in Numbers
The 11 core Members of the e2e network deliver a national
service from 30+ authorised sites and, between them, they
employ almost 1,200 people.
A deliberate policy of operating slightly below maximum
capacity means that we can cope with surges and
emergencies, and our record of rapidly responding to the
sudden needs of our clients is exemplary. A spike in claims
numbers caused by fire, floods, and bad weather is all part
of the daily business life of an e2e Member. Of course, we are
also able to co-ordinate and intelligently manage workflows
between Members, and there is a great deal of intra-network
collaboration when needed.
Incentivising Superior Performance for Clients
Operating an exacting standards regime of process, people,
and technologies, plus a massive commitment to ESG targets
and outcomes, demands a great deal of our Members,
and their reward is simple – additional profits retained at a
local level from the claims and associated services that e2e
manages on behalf of insurer, claims manager, and corporate
clients.
This flexibility and motivation mean that e2e Members will
always strive to deliver the very best because their business
may depend on it.
Member Ownership Drives e2e Collaboration
We have heard it said that the network management model
simply creates a recipe for conflict between the ‘Head
Office’ operation and local suppliers. Instead of harmony and
collaboration, there is argument and disagreement.
This may well be the case with others who seek to emulate
us, but our real strength lies in the fact that e2e is owned by
our Members. This means that they have a vested and direct
financial interest in driving the success of e2e. The national
organisation is their organisation, and our future is an integral
part of their future.
This unique business model means that everyone from the top
of the organisation to the newly recruited collections driver
is incentivised to deliver only the very best and to maintain
incredibly high standards for our clients and customers.
New Solutions for Age-Old Problems
We make no apologies for constantly asking of ourselves, our
clients, and our customers a simple question with potentially
profound consequences.
Why?
The role of e2e is to seek out new solutions at all stages
of the claims management process. These may be around
the possibilities presented by new technologies, better
communication, greater understanding of our clients’ issues,
or maybe mapping the emotional state of customers and
seeking to improve their journey.
But it is equally incumbent upon us to never stop looking for
the new solutions that will better suit today’s and tomorrow’s
market. By always questioning what we do, how we do it, and
examining better ways of delivering excellence, we fulfil our
underlying role of maximising the returns for our clients whilst
minimising your effort and the efforts of your customers to
rapidly close the claim.
The Benefits of Local Disruption
There are potential clients in our market who prefer to deal
with larger corporate suppliers that are answerable to owners
elsewhere. We understand that motive and fully support
those who choose that route.
But here at e2e, we bring a swiftness and speed of action,
a locally based total commitment to you, and the ability
to bespoke design those solutions that best suit your
circumstances. We aim to disrupt established norms in favour
of a regime that is constantly seeking to improve, brings real
meaning to the concept of partnering with our clients, and
where the customer is the ultimate arbiter of all that is good.
Designed with passion, delivered with total commitment, and
never being satisfied with ‘good enough’.
Delivering excellence, differently.
Eddie Longworth,
CEO, e2e Total Loss Claims Management
e2e Supplement 5

NOTIFICATION
AUTOMATED ASSESSMENT BY
E2E & TOTAL LOSS STATUS
“
Hi, I’m Jenny. A loyal policyholder
who has had an incident in my
car. I know I must contact you
and it looks as though I have a
choice of methods to report.
I can go online and file my report.
Even from the roadside. It’s easy
to complete the details and
maybe even upload photos I have
already taken at the scene.
“
Incident details, location,
TP info, weather, metadata,
counter fraud
CLAIMS
I can give them a call if I prefer.
Both methods will ask me to
describe the damage to my “vehicle using plain English.
“
e2e can auto send a text with a link to upload
information, images, video and attachments.
Whenever information is being received the e2e
system is already working in the background to
RAG assess the likelihood of a total loss. This
applies to all claims no matter how they are
received
6 e2e Supplement

Jenny’s car is looking a bit sick but the e2e
system is working away to get Jenny back
on the road. Every claim that comes in is
assessed for RAG against agreed criteria and
the good news for most claimants is that the
car can be fixed by an approved repairer
Sadly, Jenny’s pride and joy has been
assessed as a Total Loss. Instructions
are issued for collection straight into
the e2e claims management system
Jenny is automatically notified of the
current status and next steps
Vehicles assessed as Amber or
Green will be in the system for
allocation to a repairer. There will
be far fewer Ambers because of
the use of imagery uploaded on
the e2e link
CONTINUOUS
COMMUNICATION
VALUATION & SETTLEMENT
“
It’s sad that I have lost my car, and I
am worried about how I will manage.
But at least I know what is happening,
and that’s a relief. I get texts to keep
me informed of the next steps and to
arrange the collection of my vehicle.
I’m also told that my valuation and
settlement information will be on its way
within hours. That’s a load off my mind.
“
CLAIMS
Valuations by e2e using multiple
methods are used to create an
auto offer of settlement to Jenny
sent by text/email. Acceptance
results in auto payment or there
can further negotiation if needed.
APPROVED REPAIRER NETWORK OR
STORAGE GARAGE
Amber cases can be further inspected
by e2e engineers either through online
assessment or field visits. Collection within
SLA auto arranged where needed.
Collection within SLAs Image uploads
from collection point/roadside as needed.
Immediate Engineers report completed at
the scene.
Auto categorisation from
images or engineer assessment.
Preparation for auction or parts.
Thank you
You’ve been amazing!
e2e Supplement 7

THE
FUTURE
HOLDS
In a world dominated by technology, AI, and the
ever-changing needs of the consumer, it is clear that
the salvage and total loss sector must throw off the
shackles of misperception and drive ever higher
standards of innovation and service.
The second wave of change is that insurer, claims
management, and fleet clients have the right to expect
a new degree of professionalism that, in turn, delivers
increasing sophistication of analysis, intelligent claims
management, and legitimate maximisation of returns.
Finally, the third wave of change will be around the
Consumer Duty requirements (or their equivalents in
the future), which brings home to the whole supply
chain that their core role is to aid their regulated
clients in the delivery of products and services that
are of real, transparent, and fair value to policyholders.
Means to an End
Added together, these trends amount to a continuing
shift in the need for our sector to recognise that
the technical management of salvage and total loss
vehicles is the means to an end. It is not the end itself.
Of course, there will be continuing and new technical
challenges in the disposal of EVs and the handling of
data-managed vehicles, but in truth, these types of
developments are nothing new in the motor industry.
In 10 years’ time, we will be having entirely different
debates about the technology of vehicles, but our
sector will rise to current and future fears with the
entrepreneurial zeal and innovation that is typical of
our Members. Solutions will be found.
Therefore, we should not be complacent, but nor
should we be fearful.
Instead, the end goals that our clients and customers
seek are environmentally, ethically, and regulatory
practices that deliver the maximum possible benefits
in financial return to client and customer alike, reduced
cycle times to ‘close’ the claim as soon as possible, and
an operational ecosystem that delivers super smooth
claims management for all the stakeholders.
Living the Green
Closely allied to the needs of satisfying financial and
customer service needs is the consumer and corporate
desire to see suppliers having a greater positive impact
on the circular economy. We should not be blinded
by the hype, but there is nevertheless a significantly
increased exposure to the use of recycled parts in
vehicle repair, and thereby avoiding a total loss.
The potential penetration of these parts is, of course,
limited by their availability, but we can be sure that
the demand will continue to increase as customers
understand more about the environmental benefits
of green parts and who will realise the probity and
structural safety of these parts.
8 e2e Supplement

Equally, insurers must understand that their repairer
and salvage suppliers exist to make a profit. Fair
recompense models will need to become prevalent
throughout the sector if recycled parts are to ever fulfil
their potential.
Consolidation Scuppers Competition
It is to be hoped that the current wave of consolidation
in the insurer sector, and also in sector suppliers,
does not lead to a series of default decisions that are
based more around risk management than they are
about innovation and advancement. Playing the role
of disruptor and challenger is a familiar position for
e2e and one that we welcome. Joint supply contracts
in any supplier or procurement arrangement are the
norm in many sectors, and we would hope to see more
of this as insurers succeed in ‘putting the customer at
the heart of everything that we do’.
The delivery of such a sentiment requires healthy
competition to constantly drive new solutions, and we
look forward to continuing our drive towards delivering
excellence, differently.
Eddie Longworth,
CEO, e2e Total Loss Claims Management
NO
FEARS
e2e Supplement 9

Revolutionising
Automotive Repairs:
How PartsMarket Is
Closing Gaps and
Driving Greener
Innovation
PartsMarket is being hailed as a revolutionary
platform in the automotive repair industry, but
what sparked its creation and how is it transforming
a traditionally fragmented system?
10 e2e Supplement

PartsMarket was developed to solve a fundamental problem
in the automotive repair sector: the outdated, inefficient way
in which repair centres and insurers sourced replacement
parts. Traditionally, this process relied on a cumbersome
network of phone calls, inconsistent supplier relationships
and manual systems that consumed time and slowed down
repairs. As vehicles became more complex and demand
increased, the gap between need and supply was widening,
making this manual approach no longer fit for purpose.
PartsMarket was created to bridge this gap. The platform
intercepts and interprets estimates generated by repair
assessors in real time. Instead of technicians manually
searching for parts, the technology automatically matches
the required components, verifies their availability across
the UK, and delivers a consolidated list to the repairer.
This significantly cuts down the time spent sourcing parts,
increases accuracy and improves the repair experience for
both professionals and customers.
Unlike traditional systems, PartsMarket offers live stock
checks across a network of trusted suppliers, ensuring the
best possible match between demand and supply. The
platform not only boosts efficiency for repairers but also
benefits insurers by helping reduce cycle times and credit hire
costs. The result is a faster, more streamlined process where
everyone wins.
Automated Precision: A Game Changer for the Industry
At the heart of the PartsMarket innovation is its seamless
integration with the systems bodyshops already use.
Most repairs begin with an Audatex assessment. As this is
completed, PartsMarket automatically captures the data
and instantly processes the parts requirements. The system
then matches the required items, checks for verification and
returns options including discounted prices and available
carbon savings.
What makes this truly transformative is its ability to
consolidate parts from multiple sites across the e2e Total Loss
Claims Management Network into one simple, unified order.
Delivery is guaranteed within 48 hours, saving significant
time and effort. Repairers no longer need to juggle multiple
platforms or make endless calls to find what they need. The
repair begins sooner, meaning customers get their vehicles
back faster, and both costs and emissions are reduced.
Using recycled parts has a profound environmental impact. It
reduces the need for new manufacturing, slashes emissions
and conserves raw materials. It also helps prevent salvageable
materials from ending up in landfill.
A feature emphasised by the e2e group is carbon
footprint tracking. For every part ordered through the
platform, users can see the environmental savings made. This
supports insurance companies and repairers in meeting their
ESG (Environmental, Social and Governance) objectives with
clear, measurable data.
To build trust in recycled components, PartsMarket ensures
strict supplier standards across the e2e network. Real-time
inventory accuracy, warranties, and quality checks help
guarantee that recycled parts meet expectations, eliminating
concerns about quality, delays or mismatched orders.
What’s Next for PartsMarket?
Looking ahead, the future of PartsMarket is focused on
even greater intelligence and automation. The next wave of
innovation includes integrating advanced AI to predict parts
demand based on claim trends, regional variations and vehicle
data. The goal is to make the platform not just reactive, but
predictive.
Further improvements are also being developed in how repair
estimates are parsed, making the process faster and even
more accurate. In addition, intelligent substitution suggestions
will allow repairers to choose the best parts in terms of cost,
availability and compliance with repair guidelines.
These enhancements will allow PartsMarket to take another
leap forward in helping insurers and repairers reduce manual
decision-making and deliver faster, greener and more costeffective
repairs.
By combining cutting-edge technology with sustainability and
operational efficiency, PartsMarket is not just keeping up with
the needs of the modern automotive industry – it’s setting the
standard.
This level of automation and intelligence simply didn’t
exist before in such a fragmented market. PartsMarket has
fundamentally reshaped how repairs are managed from
estimate to execution.
Driving Sustainability with Recycled Parts
Sustainability is becoming a priority across all sectors, and
the automotive repair industry is no exception. PartsMarket is
playing a leading role in creating a greener future by making
recycled parts a practical and appealing option.
The platform integrates recycled components directly into the
estimation and procurement process, placing them on equal
footing with new parts in terms of accessibility and reliability.
This removes many of the historical barriers that made
repairers hesitant to use recycled options.
Chris Hulls,
Business Development Manager,
e2e Total Loss Claims Management
e2e Supplement 11

Driving Change:
How Silverlake
Strengthens the e2e
Network’s Green
Vision
With an industry-leading recycling rate and pioneering approach
to reclaimed parts, Silverlake is helping to power e2e’s mission
for sustainable, responsible vehicle management. In this exclusive
interview, we explore how Silverlake is reshaping the future of
automotive recycling—from EV readiness to cultural change
through motorsport.
12 e2e Supplement

QHow does Silverlake’s high recycling rate
support e2e’s mission to offer environmentally
responsible vehicle management services?
A
By recycling over 97% of every end-of-life vehicle
it processes, Silverlake significantly supports the
mission of the e2e Total Loss Claims Management
network to provide environmentally responsible services.
This exceptional recycling rate exceeds the 95% standard
set by the Environment Agency for Authorised Treatment
Facilities. Nearly every vehicle component — from metals
and plastics to oils and fluids, is recovered, reused, or
repurposed, dramatically reducing waste and conserving
natural resources.
For e2e, which unites like-minded salvage and recycling
partners across the UK, such performance is essential to
fulfilling its environmental commitments. Silverlake’s work
feeds directly into the circular economy, helping insurers
and fleet managers meet green targets, and reassuring
environmentally conscious consumers that vehicles are
handled responsibly.
By exceeding recycling standards, Silverlake reinforces
e2e’s reputation for compliance and sustainability, all
while supporting the automotive industry’s transition to a
greener future.
QIn what ways does being part of the e2e network
help Silverlake improve its environmental
performance and meet regulatory targets?
A
Being part of the e2e network enhances
Silverlake’s ability to improve its environmental
performance and meet, or exceed, regulatory
targets through collaborative initiatives such as Sustain
360, e2e’s ESG programme.
Sustain 360 gives Silverlake access to sustainability data,
benchmarking tools, and shared best practices across
the network. This supports targeted improvements, from
emissions reduction to waste minimisation.
e2e also sets consistent environmental standards across
all members, helping Silverlake maintain compliance
with the End-of-Life Vehicles Directive and other UK
environmental legislation. Peer accountability and shared
goals support continuous improvement.
Silverlake also benefits from shared innovations in green
technologies, materials recovery, and fluid handling.
All vital to increasing recycling rates and minimising
environmental impact.
Transparent reporting through Sustain 360 aids with
audits and certification, and helps build trust with
insurers, regulators, and customers. Supplying qualityassured,
green parts helps reduce reliance on newly
manufactured components and their associated
emissions, with validated savings reinforcing their realworld
environmental value.
QHow is Silverlake helping e2e promote the use of
reclaimed parts across the insurance industry?
A
Silverlake plays a pivotal role in promoting
reclaimed parts across the insurance industry,
positioning them as smart, sustainable alternatives
to new components.
Heavy investment in advanced dismantling and inventory
systems ensures every reclaimed part meets strict quality,
safety, and traceability standards, giving insurers and
repairers confidence in their use.
By integrating its inventory with e2e’s digital platform,
Silverlake provides real-time access to thousands of
competitively priced components, streamlining claims
and repair cycles.
Silverlake supports e2e’s educational work, helping
insurers understand the cost savings, carbon benefits,
and waste reductions associated with green parts. This
feeds into the Sustain 360 programme, which measures
and reports on the environmental gains.
Through collaboration on green parts trial programmes,
Silverlake helps insurers integrate reclaimed parts into
repair workflows, particularly for non-safety-critical items
such as bumpers, panels, lights, and wheels, making
sustainable repairs a practical reality.
QWhat role is Silverlake playing in helping e2e
prepare for the rise in electric and hybrid
vehicles, especially in terms of safety and
regulation?
A
Silverlake is leading e2e’s preparations for the
surge in electric and hybrid vehicles (EVs and
HEVs), addressing emerging challenges in safety,
regulation, and specialist handling.
The company has created dedicated EV zones for safe
dismantling and storage, especially for high-voltage
batteries. These zones meet strict health and safety
standards, helping mitigate risks such as fire and
environmental hazards.
Silverlake’s operatives are trained to IMI Level 3 and
above in EV dismantling, ensuring safe, compliant
handling of high-voltage systems. This supports e2e’s
network-wide commitment to high safety and regulatory
standards.
Silverlake is also pioneering regulatory-compliant
solutions for lithium-ion battery storage, containment,
transport, and repurposing. Models that can be rolled out
across the network.
By recovering EV components such as batteries and
drive units for reuse, Silverlake is opening up new circular
economy opportunities. These include secondary energy
storage and reclaimed EV parts for repairs, helping shape
e2e’s emerging best practices as the vehicle parc evolves.
e2e Supplement 13

QSilverlake offers some unique services like
U-Pick-It and partnerships in motorsport — how
do these support e2e’s goal of making reclaimed
parts more mainstream?
ASilverlake’s U-Pick-It self-service yard and
motorsport partnerships make reclaimed parts
more visible, accessible, and desirable, helping e2e
drive mainstream adoption.
U-Pick-It allows the public to remove parts directly from
vehicles, making reclaimed parts more affordable and
introducing DIY mechanics to their practical value. This
broadens engagement beyond trade customers and
encourages a cultural shift towards reuse.
In motorsport, Silverlake’s partnerships demonstrate that
reclaimed parts can perform under extreme conditions.
Seeing recycled components used successfully in
competitive racing challenges outdated assumptions and
elevates their credibility.
Together, these initiatives showcase reclaimed parts
in familiar, relatable settings. Whether it’s a weekend
mechanic finding a part in the yard or a race team using
recycled components, Silverlake is helping normalise and
champion reuse across automotive culture.
QHow does Silverlake’s continued investment in
people, facilities, and innovation help strengthen
the overall e2e network and its offer to insurers?
ASilverlake’s ongoing investment in training,
facilities, and innovation helps elevate the e2e
network’s collective offer to insurers, setting
industry-leading standards for sustainability and
efficiency.
Workforce training is a priority, particularly in EV
dismantling, quality assurance, and sustainability
reporting. This creates a skilled talent pool whose
expertise benefits the wider network.
State-of-the-art dismantling, depollution, and
warehousing facilities support responsible operations and
act as infrastructure benchmarks across e2e.
Silverlake’s scale and stock depth enhance the availability
of quality-assured green parts, ensuring reliable
supply chains that support insurer repair models and
environmental goals.
By investing in R&D, from EV processing protocols to
digital inventory and circular economy systems, Silverlake
helps develop and share innovative solutions that benefit
the entire e2e network.
Visible leadership, such as motorsport sponsorships and
public sustainability reporting, reinforces e2e’s brand as
a progressive, ESG-aligned partner. Silverlake’s growth
strengthens the entire network and ensures insurers
receive forward-thinking, compliant, and sustainable
services.
Allen Prebble,
Managing Director, Silverlake Automotive Recycling
14 e2e Supplement

Consumer
Duty
Rules OK!
At e2e, we have never
regarded FCA regulations
as an obligation with all the
negative connotations that this
might imply. Instead, we see
the Consumer Duty themes
and outcomes as a tremendous
opportunity to deliver real value
to customers, and for us as
suppliers to help our insurer and
claims manager clients fulfil their
compliance needs.
Our new Customer Connect programme uses technology,
communications and transparent behaviours to ensure that
our FCA-regulated clients, and their policyholders, can be
at the leading edge of Consumer Duty provision. By always
acting in good faith, delivering good value and helping to
meet consumer needs, we can support the four key outcomes
expected by the FCA.
What Are We Doing? Customer Connect
Our recently launched Customer Connect programme is a
series of co-ordinated elements that, taken together, provide
new standards of process and behaviours. Combining existing
practices with new technologies raises the bar of service
delivery and customer understanding. Examples of our work
include:
Protecting Policyholders
Supplemented by the application of AI-driven analysis, we use
standard-format imagery throughout the claims management
process to protect the interests of policyholders and clients
alike. This analysis forms part of our background reporting
tool and is always available on request.
Vulnerable Customers
Adopting the FCA definition of a Vulnerable Customer and
acting accordingly is standard practice within e2e and our
members. We regard our obligations in this area as a major
opportunity to contribute towards the Consumer Duty
outcomes, and we will always go the extra mile to ensure
that Vulnerable Customers receive the care and support they
need.
Open Communications
From the very first text acknowledging a claim to our online
chat facility, we ensure that customers are always connected
to the claims process and their role within it. Our job is to
make sure that policyholders always know what is happening,
can communicate easily and swiftly, and can access the
people they need, when they need them.
These are just a few of the elements of our Customer Connect
programme and represent our commitment to supporting
our clients in meeting their FCA compliance requirements. By
working closely with them, we can build new modules and
processes as required, ensuring that policyholder needs are
central to the claims management services we deliver.
Claire Greenall,
Client Service Manager,
e2e Total Loss Claims Management
Fair Valuation
Where we are involved in the pre-accident valuation of
vehicles, we use up to five live databases and search
techniques to ensure that customers always receive the very
latest information on vehicle pricing.
Transparent Negotiations
For both clients and their policyholders, we can provide a
standard-format report which details our approach and the
background information used when negotiating settlement
values with customers.
e2e Supplement 15

MEMBERS
QWhat environmental benefits has being part of the
e2e network brought to Ted4Parts that would be
more challenging to achieve independently?
ABeing part of the e2e network gives us access to
shared expertise, national scale, and centralised
sustainability initiatives that would be difficult to
replicate on our own. From optimised logistics to shared best
practices in de-pollution and parts reclamation, the network
helps us reduce waste, improve recycling rates, and deliver
more circular outcomes. Collaborating on industry-leading
standards ensures we stay ahead of evolving environmental
expectations.
QHow is Ted4Parts contributing to e2e’s leadership in
sustainable end-of-life vehicle processing across the
UK and Ireland?
ATed4Parts is proud to be leading by example in
Ireland, launching the country’s first circular parts
model in partnership with An Garda Síochána. We
are also running a pilot scheme with Allianz Insurance to
integrate reclaimed parts into approved repair processes,
helping to prove the environmental and commercial value of
green parts at scale. Alongside these initiatives, we continue
to invest in compliant dismantling operations and share data
and feedback to support e2e’s innovation and leadership in
sustainable ELV processing.
Q Reclaimed parts offer clear environmental and cost
advantages. How does Ted4Parts actively support
this shared goal in your day-to-day operations?
AEvery vehicle we process is carefully assessed to
maximise the recovery of high-quality, safe, and
reliable parts. These are catalogued and VRAC
quality-checked to meet both industry and customer
standards. We actively promote the use of reclaimed parts
by working closely with insurers and repairers to provide fast,
traceable supply at a lower cost than new. Importantly, we
provide carbon saving data for every part supplied, giving
each customer a clear and measurable environmental benefit
with every order.
QAs the number of electric and hybrid vehicles
reaching end-of-life grows, how is the e2e network
helping Ted4Parts prepare for this shift?
AWe benefit from centralised knowledge sharing and
updates on evolving legislation and best practices
around EV dismantling. This collective approach
accelerates our readiness and reduces the risk of compliance
gaps.
QHow does collaboration within the e2e network
support Ted4Parts in meeting regulatory targets for
recycling and reducing carbon emissions?
AWorking within the e2e network gives us access to
consistent, high-quality environmental reporting tools
and benchmarks. These help us monitor performance,
identify areas for improvement, and demonstrate compliance
more easily. The shared commitment across the network also
drives innovation in material recovery and carbon reduction
strategies, giving us a much stronger platform than we
would have alone.
QIn your view, how does the collective expertise and
scale of e2e help insurance partners deliver on their
sustainability promises?
AInsurers are under pressure to prove measurable
sustainability progress. The e2e network provides
them with a trusted, national solution for sourcing
green parts and responsibly processing total loss vehicles.
Our scale ensures supply availability, and our unified quality
and compliance standards give insurers the confidence to
integrate sustainable practices without compromising on
service or safety.
BRENDAN RAFFERTY
Managing Director,
Ted4Parts

QAs a long-established, family-run business, what
environmental advantages has being part of the e2e
network brought to SCB that might be harder to
achieve alone?
ABeing part of the e2e network has enabled SCB to
significantly scale up its environmental efforts in
ways that would be difficult to achieve independently.
Access to shared best practices, aligned sustainability goals,
and centralised data insights has strengthened SCB’s ability
to invest in greener technologies and more efficient recycling
methods. The network has also amplified SCB’s voice on
regulatory and industry platforms, helping to accelerate
collective progress on environmental goals.
SCB began over 60 years ago as a one-man operation called
Sports Car Breakers, dismantling sports cars in my mother’s
back garden. Since then, it has evolved to handle all types
of vehicles and salvage, and now operates across three sites
covering more than 40 acres. We employ over 100 staff—and
we’re not finished yet!
QHow is SCB helping to drive e2e’s leadership in
sustainable total loss vehicle management across
the UK?
A
SCB plays a key role by applying decades of
operational expertise to pilot innovative vehicle
dismantling and parts recovery methods. We actively
contribute data and insights to e2e’s sustainability roadmap
and regularly collaborate on trials for new recycling and
reuse technologies. Our commitment to high environmental
standards and operational efficiency reinforces the network’s
credibility and leadership across the industry.
QReclaimed parts are central to reducing waste
and cost. How does SCB support e2e’s mission to
promote their use in practical, everyday ways?
A
SCB supports this mission by ensuring all reclaimed
parts are quality-assured, traceable, and made quickly
available to repairers through e2e’s PartsMarket. Our
sales teams work closely with insurers and body shops to
promote the cost and environmental benefits of reclaimed
parts, making them a routine and viable option in day-to-day
vehicle repairs.
QWith the rise in electric and hybrid vehicles
reaching end-of-life, how is the e2e network helping
SCB prepare for this growing trend?
AThe e2e network actively champions the need for
training and upskilling in the safe dismantling and
storage of electric and hybrid vehicle components.
This proactive approach helps members like SCB stay ahead
of industry developments, especially in relation to highvoltage
battery safety. With e2e’s support, we are investing
in the right infrastructure and certifications to manage endof-life
EVs responsibly.
QHow important is collaboration within the e2e
network in supporting SCB to meet recycling
regulations and lower carbon emissions?
ACollaboration is essential. Through shared compliance
tools, sustainability benchmarks, and environmental
audits, SCB is able to stay ahead of changing
regulations without duplicating effort. The e2e network’s
collective innovation and policy engagement also provide
early access to environmentally sound practices, enabling us
to remain compliant while reducing our carbon footprint.
QFrom SCB’s perspective, how does the collective
strength of e2e help insurers meet their
environmental and sustainability goals?
AWith the combined volume of reclaimed parts from
all e2e members among the highest in the UK, the
network offers insurers a genuine one-stop solution
for sustainable vehicle management. Through SCB and
other trusted partners, insurers benefit from automated
parts matching and streamlined access to quality-assured
reclaimed components. This scale and efficiency allow them
to meet their environmental and sustainability goals with
confidence and consistency.
HAMISH IRVINE
Managing Director
SCB Vehicle Dismantlers
& Auto Salvage Dealers

QHow has being part of the e2e network
supported Combellack in achieving its
professional and ecological approach to
vehicle processing?
ABeing part of the e2e network has strengthened
Combellack’s ability to deliver high standards
operationally and environmentally. The
shared commitment to improvement, compliance,
and sustainability aligns with our ethos. Access to
centralised data, shared innovation, and a collective
focus on quality and traceability helps us professionalise
every aspect of vehicle processing, from efficiently
contacting policyholders to maximising parts reuse, while
meaningfully contributing to circular economy goals.
QIn what ways is Combellack helping e2e lead
the charge in sustainable total loss vehicle
management across the UK?
AWe’re actively shaping what sustainability looks
like in the total loss space. From investing in
advanced dismantling and low-impact processing
to improving reclaimed part traceability, we strive to go
beyond compliance. We also share best practice within
the network, contributing data, insights, and practical
solutions that help refine e2e’s national approach.
Sustainability isn’t a tick-box exercise, it’s embedded in
our operations.
QCombellack champions reuse through both
salvage auctions and reclaimed parts—how does
this align with and support e2e’s environmental
goals?
AReuse is central to our work and to e2e’s mission
to reduce waste and emissions. By safely
reintroducing high-quality reclaimed parts into the
repair ecosystem, we help insurers meet environmental
KPIs. Salvage auctions further enable reuse, keeping
valuable materials in circulation. This dual-channel
approach ensures minimal waste, maximum value, and
supports the wider shift to a circular economy.
QHow is the e2e network equipping Combellack to
manage the rising number of electric and hybrid
vehicles reaching the end of their life?
Ae2e’s investment in training, safety protocols, and
specialist infrastructure helps us stay ahead with
EV and hybrid vehicle processing. These vehicles
pose new challenges, especially around battery handling,
and being part of a network that prioritises readiness
gives us confidence. Through shared resources, ongoing
training, and evolving best practice, we’re equipped to
manage these vehicles responsibly and sustainably.
QHow does collaboration across the e2e network
help Combellack meet its environmental
responsibilities, including depollution, recycling,
and carbon reduction targets?
ACollaboration is one of e2e’s greatest strengths. It
allows us to benchmark, learn, and innovate with
like-minded partners. Whether refining depollution
methods, boosting recovery rates, or sharing energysaving
ideas, the network enables collective progress.
We’re not working in isolation, we’re part of a wider
system striving for measurable carbon reduction and
environmental responsibility.
QFrom your perspective, how does e2e’s
collective scale and shared standards help
insurer clients advance their sustainability
strategies?
Ae2e’s scale offers insurers a consistent, databacked,
and nationwide solution for total loss
vehicle processing. Shared standards, strong
compliance, and central reporting give insurers
transparency and confidence. The reclaimed parts
offering, in particular, supports sustainable repair options
without compromising quality. e2e helps insurers move
beyond targets, turning them into meaningful action.
DARREN COMBELLACK
Managing Director,
Combellack Vehicle
Recyclers Limited

QWhat does being part of the e2e network enable
ASM to achieve, environmentally, that might be
harder to do alone?
ABeing part of a nationwide network amplifies
our environmental impact, extending beyond
our supply chain and stakeholders. Together,
we reduce emissions, set ambitious Net Zero targets,
promote a circular vehicle economy, and adopt a
holistic approach to sustainability. This collective effort
strengthens the network’s results and drives progress
across the wider vehicle recycling industry.
Working with like-minded sector partners gives us
greater influence, helping drive societal shifts toward
conscious consumerism, particularly in the use of secondhand
car parts. ASM Auto Recycling is committed to
building a cleaner, safer world and continues to evolve
with the support of the e2e network.
QHow is ASM helping e2e lead the way in
sustainable total loss vehicle management across
the UK?
AASM plays an active role in advancing sustainable
vehicle recycling solutions that benefit the
entire network. From investing in cuttingedge
dismantling technology to trialling innovative
material recovery processes, we lead by example. We
regularly share data and insights with e2e to shape best
practices and support the development of future-ready
sustainability standards across the total loss landscape.
Qe2e promotes the environmental and cost
benefits of reclaimed parts—how does ASM
support this shared goal in practice?
AOur mission is to deliver cost-effective,
environmentally responsible recycling solutions.
We offer expert guidance and personalised
support, all underpinned by a robust ESG strategy, led
by our Environmental & Sustainability Coordinator and
championed by senior leadership.
We’re proud of our transparent reporting, including
annual emissions disclosures, and a Net Zero target. Our
ISO 14001 and ISO 9001 certifications, the Plastic Free
Business Champion Award, involvement with the SME
Climate Hub and UN Race to Zero, and our FORS silver
award all reflect our commitment. These efforts support
both ASM’s goals and e2e’s wider environmental mission.
QHow is the e2e network helping members like
ASM prepare for the increase in end-of-life
electric and hybrid vehicles?
Ae2e plays a key role in equipping members for the
growing number of electric and hybrid vehicles
reaching end-of-life. Through shared training,
safety guidance, and infrastructure investment, e2e
ensures members like ASM are ready to manage highvoltage
components, battery storage, and specialist
dismantling. This proactive support helps us stay ahead
of industry changes while upholding high environmental
and safety standards.
QWhat role does collaboration within e2e play
in helping members meet regulatory targets
around recycling and carbon reduction?
ACollaboration is central to our environmental
progress. We work with e2e’s environmental
consultants to align carbon reporting with the
Greenhouse Gas Protocol, government guidance, and
industry standards. e2e’s Sustain360 programme drives
our group’s recycling and carbon reduction progress,
taking a holistic approach that supports people, protects
the planet, embeds purpose, and promotes shared
prosperity.
QIn your view, how does e2e’s collective strength
support insurer clients in delivering on their
sustainability commitments?
ATrust underpins our collective strength. All
environmental claims are independently verified
by e2e’s consultants, ensuring transparency and
credibility, vital for sustainability reporting. Sustainability
isn’t a bolt-on; it’s core to how we operate. ASM has
invested in dedicated sustainability resources, as has
e2e, enabling tailored environmental reports, social
value assessments, and supply chain evaluations.
This combined capability empowers insurers to meet
their sustainability commitments with confidence and
measurable results.
CHRIS MORGAN
Director, ASM Auto Recycling

Power in
Partnership:
Why e2e’s Network
Model Delivers More
for Insurers
Rob Smale,
Non-Executive Chair,
e2e Total Loss Claims Management
In a sector where consistency, risk
mitigation and flexibility are critical, e2e’s
network of independent salvage and
recycling specialists offers a compelling
alternative to the single-supplier model.
Non-Executive Chair, Rob Smale, explains
why strength in diversity is driving
innovation, quality and sustainability
across the UK vehicle recycling industry.
20 e2e Supplement

Q
What makes e2e’s collective network model stronger
than a single-provider approach in the salvage and
vehicle recycling sector?
The business of insurance is fundamentally about
managing and diversifying risk, and the same principle
Aunderpins the strength of the e2e network. Our model
draws on the individual capital, systems, local knowledge and
reputations of each independent member. These businesses
are deeply rooted in their regions, each bringing a flexible,
responsive approach and resilience to disruption. None of our
members are wholly dependent on e2e, which allows them to
scale operations and adapt swiftly to changing demands.
From my experience within the network, I’ve seen firsthand
how the combined expertise of our members forms
something far greater than the sum of its parts. We offer full
UK coverage through regionally grounded professionals with
decades of experience in vehicle recycling. This structure
not only enables adaptability but also avoids the pitfalls of
centralised groupthink, giving insurers the benefit of both
consistency and independent thinking.
Q
Some may assume a national service needs to
come from one large organisation—how does e2e’s
structure challenge that idea?
Using a UK-wide solution made up of a network of
independent companies is not a new concept, it’s well
Aestablished across vehicle and property claims. Like
other trusted networks, e2e guarantees consistent outcomes
by uniting members under a shared framework of policies
and service standards. The difference is that our network
creates synergies through the integration of independent
thought, local knowledge, and decades of accumulated
experience.
A single entity must also manage multiple sites and ensure
uniformity, but it naturally offers less diversity in risk, insight,
and innovation. In contrast, e2e can draw on multiple sources
of financial, human and intellectual capital, and scale up far
more rapidly to meet changes in demand. Insurers manage
risk. Networks mitigate it. It’s a win-win.
Q
How does having a network of independent, audited
members benefit insurers in terms of consistency,
flexibility, and local expertise?
Alongside risk diversification, insurers gain the
advantage of fostering healthy market competition
Aby working with a network. This competition drives
pricing efficiencies, encourages innovation, and prevents
over-reliance on a small number of national players.
Consistency is essential to policyholders, regardless of their
location. Like a single supplier, e2e ensures service standards
are upheld across multiple sites. But unlike a single supplier,
we don’t “mark our own homework”, our central network
management holds members accountable, with referrals
contingent on today’s performance. This ensures high service
standards are continuously met.
What’s more, our members’ local reputations and deep
understanding of regional needs—especially those of
vulnerable customers, enable tailored, empathetic service.
When I was Claims Director at Ageas, we built a similar
model with local repairers, empowering them to innovate
around fixed outcomes rather than follow rigid central
policies. That approach won awards, and I firmly believe only
a flexible, regionally rooted network can match the breadth
of real-world customer needs and scenarios.
Q
A
What steps does e2e take to ensure service
standards stay high across such a diverse group of
members?
Like any supplier to the insurance industry, e2e must
demonstrate that service and quality standards
are reliably met. We achieve this through rigorous
auditing, data analysis, and a comprehensive set of shared
policies that define what’s expected of members.
But we don’t impose a rigid, one-size-fits-all approach.
Instead, we celebrate and preserve the diversity of our
members, allowing them to operate in ways that suit
their local markets, often the very reasons behind their
individual success. Our focus is always on outcomes. If the
end customer receives consistently high-quality service,
then how our members get there, so long as it’s within
compliance and ethical frameworks, can remain flexible. If
needed, we can adapt the network, revise collection areas,
or onboard new members to maintain performance. That’s a
level of agility most single operators can’t offer.
Can you share an example of how e2e’s network
has responded quickly and effectively to a client’s
Qchallenge—in a way a single operator might struggle
to match?
As a Non-Executive Director, I’m not privy to
operational case details for reasons of board
Agovernance. However, the design of our network
model inherently supports rapid, responsive service to
client challenges, precisely because of the decentralised but
coordinated nature of our membership.
Q
As Chair, what do you see as the biggest opportunity
ahead for e2e—and how does the network model
position you to take advantage of it?
One of the most exciting opportunities for e2e and
our members is the provision of quality, provenanced
Arecycled parts to insurers and fleet repairers. This is a
major step forward, not just in environmental sustainability,
but in claims cost reduction, supply chain resilience, and
customer flexibility.
To make this scalable, e2e has worked closely with a system
developer to create Parts Market, a real-time portal that
integrates directly with vehicle estimating systems. This
innovation allows repairers to instantly view available
recycled parts from our members’ inventories as they build
the repair estimate. It’s the first system of its kind in the UK.
While e2e developed the digital infrastructure, our
members simultaneously invested in physical infrastructure:
warehousing, depollution facilities, logistics, and trained staff
to deliver rapid turnaround. We’ve effectively created reverse
production lines, written-off vehicles are washed, assessed,
dismantled, and parts are cleaned, boxed and ready for
overnight delivery.
Through this innovation, we’ve not only reinforced our role
in recycling over 97% of vehicle content, but we’re also
advancing the circular economy by making reuse a viable
mainstream solution. It’s this broader societal contribution,
creating an environmentally and economically sustainable
model for vehicle recycling, that continues to inspire me in
my role at e2e.
e2e Supplement 21

It’s All in
the Details.
Case Studies
Emergency Roadside:
Collection and Cost Savings
Roadside collection of damaged vehicles is fairly
standard. However, when e2e established our new
Emergency Response Protocols, we were able
to significantly improve the service we offer and
deliver a faster, more efficient response. Instant
appraisals of damaged vehicles can be carried out
using imagery supplied either by the customer or
a storage garage, and cycle times are significantly
reduced.
One of our clients has benefitted enormously from
this approach, reducing average days in storage
from 51 to just 3. The average storage charge has
also declined from £1,500 to nil – an incredible cost
saving and a dramatic reduction in overall cycle
time.
Arena Fire: Recovery and
Logistics
The power of collaboration within our network was
clearly demonstrated during the Liverpool Echo
Arena car park fire. By coming together to provide
significant additional resources at a time of urgent
need, we were able to move in and collect damaged
vehicles as soon as it was deemed safe to do so.
Policyholders were kept informed of progress, and
insurers were able to move quickly to settle cases. A
win-win in a situation that could easily have resulted
in delays, frustration, and stress for policyholders –
all of which we helped to alleviate.
In an industry where time and efficiency are
paramount, the introduction of innovative strategies
can make a profound difference. e2e’s approach
to vehicle recovery and storage has revolutionised
the process, offering immediate solutions that not
only address logistical challenges but also bring
substantial cost savings.
22 e2e Supplement

Raging Floods: Business
Interruption
Pontypridd in Wales has experienced its share of
bad weather over the years, none more so than
when the Evans Halshaw forecourt was flooded,
causing major damage to 242 vehicles. The familiar
new car smell and cleanliness were replaced by
a sodden mess of vehicles that had to be moved,
stored, assessed, and dealt with as quickly as
possible.
One of our Members provided a dedicated recovery
and triage service, resulting in all the vehicles being
recovered and processed within just a few days.
This allowed Evans Halshaw to proceed with the
clean-up process. A quick turnaround for them and
their insurer meant a swift return to ‘business as
usual’ for this prestigious outlet.
Mia Constable
Head of Business Development,
e2e Total Loss Claims Management
e2e Supplement 23

TECHNOLOGY
AS A
CATALYST
AT E2E
24 e2e Supplement

In a sector often viewed through the rear-view mirror
of perception, the time has come to look sharply
ahead. For all the talk of transformation across the
claims and salvage world, the reality is that the
technological revolution is not a future ambition, it is a
present requirement. At e2e, we are not waiting for the
future to arrive. We are building it.
There is no doubt that we are living through a period
of remarkable disruption. Artificial Intelligence,
automation, and data science are already beginning to
reshape the salvage and total loss value chain. Yet, it
is not the technology itself that holds the promise, it
is how we use it. And more importantly, how we align
it to the values of service, sustainability, and strategic
insight that our clients deserve.
Data Before Damage
The rising connectivity of vehicles, through IoT sensors
and real-time vehicle telematics has opened the door
to claim prediction long before a First Notification of
Loss. In the coming years, we will work with insurers
to not only anticipate incidents through alternative
sources such as weather and satellite data, but to use
historic salvage and damage trends to support preemptive
decision-making.
This is about intelligent triage, deploying dataled
workflows, flagging total loss candidates, and
removing unnecessary manual intervention. It’s the
first step in a larger journey to shift from reactive
to predictive claims handling. In short, it’s the
digitalisation of instinct.
Making Complexity Simple
Efficiency isn’t achieved through cutting corners; it’s
delivered through better systems. That’s where the
power of Generative AI (GenAI) and hyper-automation
will truly come into play. Whether summarising claims
conversations or auto-populating documentation, we
will continue to explore intelligent integrations that
reduce friction across the claims process.
Equally, we see the opportunity for claims
personalisation. Auto-adaptive platforms that tailor
content and services based on real-time policyholder
data will become the norm. This is not about
gimmickry; it is about providing meaningful and
consistent, human-centred experiences using nonhuman
tools, across the end-to-end supply chain.
Digital Threats Require Digital Defences
But where there is progress, there is also risk.
Disinformation and synthetic media are no longer
fringe concerns. As AI-generated fraud becomes more
sophisticated, the responsibility falls to suppliers like
e2e to maintain the integrity of the ecosystem.
in real time. Our systems are designed to verify, not
assume. Zero-trust architecture, biometric security,
and real-time observability are no longer future
enhancements, they are baseline expectations.
The AI-Driven Enterprise
The longer-term horizon is no less ambitious. In the
not-so-distant future, AI agents will autonomously
handle decision-making, strategy, and full business
workflows. GenAI will be used to build bespoke
solutions tailored to regulatory and operational
needs. Robotic Process Automation will evolve into
autonomous operations. Serverless API infrastructures
will allow seamless, real-time integration across the
supply chain.
It won’t stop there.
Quantum computing will add new layers of security
and simulation. Blockchain-based contracts will reduce
supply chain friction. Augmented Reality will bring
engineering assessments into the field. And smart,
collaborative robots will start to become more visible in
customer service and logistics.
In all of this, e2e’s role is clear: to lead, not follow.
A Sector Ready for the Future
Our industry will continue to evolve. Consumer Duty
will shift expectations. Consolidation may continue. But
innovation will remain the great leveller.
The days of treating salvage as a functional endpoint
are over. It is now a strategic enabler—capable
of delivering better financial outcomes, faster claims
closure, and measurable environmental benefits.
At e2e, we see ourselves not simply as suppliers or
processors, but as proactive enablers of value. Through
bold technology investment, responsible innovation,
and relentless collaboration, we will continue to disrupt
and redefine what excellence looks like.
Because when you plan for the future, you don’t fear it.
You lead it.
Martin Stevenson,
Chief Technology Officer,
e2e Total Loss Claims
Management
We are already investing in technologies to detect
manipulated images and identify fraudulent identities
e2e Supplement 25

ESG Sustain
360 Programme
At e2e, sustainability is not a sideline, it's central to how we operate.
Our Sustain 360 programme is a living, measurable commitment to
Environmental, Social and Governance (ESG) responsibility across
our nationwide network. Guided by science-based targets and
independently assessed standards, we’re working collaboratively
towards a greener, fairer future.
Our commitment to the fundamental principles
of good Environmental, Social and Governance
(ESG) conduct throughout the e2e network is
an immovable pillar of our corporate culture.
This commitment drives many of our operational
processes and targets, as well as our decision
to use external and independent measurement
of outputs. This latter element ensures we are
making rapid progress towards our goals while
maintaining the highest standards of objective
and expert assessment of our efforts.
We have also committed to working within a
science-based targeting regime that strengthens
our drive to achieve meaningful progress on our
journey to Net Zero by 2050. The SBTi (Science
Based Targets initiative) framework that we
are adopting further cements our ambition to
be among the leading exponents of carbon
emissions reduction within our sector.
Titled Sustain 360, the programme we have
adopted is not merely a policy statement or a
token set of principles to be sidelined when dayto-day
business pressures arise. It is a real, multifaceted
initiative that actively guides our working
practices—now and into the future.
Our clients are rightly demanding greater
awareness of the impact we have on the planet
and our local communities. We wholeheartedly
endorse a robust and consistent approach to
these issues, one that delivers lasting, positive
impacts for the environment, our staff, and
our suppliers. Sustain 360 is already central
to our business strategy and will only grow in
importance as we collectively face the challenges
of climate change, the rising expectations of
corporate social responsibility, and the need for
greater transparency in daily operations.
The Sustain 360 programme is supported
through business-as-usual resources across our
network of members, with strategic oversight
provided by our dedicated internal team. To
further enhance our capabilities, we have
invested in access to expert external consultants.
This ensures our sustainability activities are
never compromised. These consultants provide
specialist input as required and carry out annual
independent assessments of individual member
ESG performance.
Corporate Responsibility (CR) and Operational
Sustainability Responsibilities
Implementation and application of all e2e
management practices and social standards
Delivery of annual ESG assessments
SBTi certification (including Scope 1, 2 and 3
carbon emission data)
Carbon literacy certification
Sustain 360 Programme
At e2e, our unique operating model is built
around a network of eleven small to mediumsized,
primarily family-run businesses that have
supported their communities for generations.
We aggregate data from all locations in the
network to inform, analyse, and report on
ESG performance—enabling benchmarking,
accountability and transparency across our
businesses.
26 e2e Supplement

Measurements Tracking
The Sustain 360 programme includes
comprehensive tracking of Scope 1, 2 and,
latterly, Scope 3 emissions across every member
site and at our Head Office in Darlington. The
programme has been designed and is managed
by e2e, with external consultants supporting the
measurement of carbon emissions outputs.
As part of our ESG programme, e2e has
also developed an Environmental Standards
Framework to drive consistently high levels of
environmental performance across our member
network and to support the achievement of the
following strategic targets:
Zero waste to landfill by 2035
Net Zero carbon emissions by 2050
Environmental Standards Framework
This framework is structured around a defined
set of environmental objectives, covering all
environmental aspects of business operations.
Members are assessed annually against this
framework. The first annual assessment was
completed for 2022/23, with the second, for
2023/24, currently underway.
Sustainability and Strategy Reporting
Our recent and current results show a gratifying
improvement in ESG performance. A copy of our
Sustainability & Strategy Report is available on
our company website.
Graeme Beamson,
Business Change and Compliance Manager, e2e
Total Loss Claims Management
Near-term science-based carbon reduction
targets validated by the Science Based Targets
initiative
ISO 14001 accreditation for all members
e2e Supplement 27

Doing the Right
Thing: Why Social
and Governance
Matter More Than
Ever in the Claims
Management Space
In a sector built on trust and responsibility, ESG isn’t just a reporting
obligation — it’s a reflection of how we lead, serve, and stay
accountable. At e2e, we believe social and governance principles must
be embedded in the everyday, not just the annual report.

In insurance, the phrase “doing the right thing” is
often used to describe how we support customers
through difficult moments. But in today’s world,
“the right thing” goes beyond paying claims fairly or
offering suitable cover. It means embedding fairness,
transparency, and accountability throughout the
business — not just to protect people, but the planet
too.
This is the view that e2e takes when designing and
implementing our Sustain 360 ESG programme. That’s
where the ‘S’ and ‘G’ in ESG, Social and Governance,
truly come into play. These aren’t just boxes to tick in a
sustainability report. They represent everyday business
decisions that shape real outcomes, for our customers,
consumers, colleagues, and communities.
It’s a Matter of Duty
Since the introduction of the FCA’s Consumer Duty,
there has been a welcome shift in tone across financial
services. The Duty requires us to avoid causing
“foreseeable harm” and to deliver good outcomes
for customers. Many of the risks involved are, in fact,
failures of social or governance principles.
Take claims handling as an example. If our systems
were to consistently underpay certain groups, or if our
business practices were too complex for vulnerable
customers to navigate, that would not just be poor
service, it would be a governance failure with social
consequences. Fortunately, our systems thinking
approach to the business helps us avoid these traps
by looking holistically at how our decisions impact
outcomes.
Principled Leadership in a Polarised World
Across the Atlantic, ESG has become a political
minefield. Several US states are actively pushing
back against ESG investment and regulation, with
federal responses only adding to the complexity.
Unsurprisingly, this turbulence is being felt in global
markets and is posing a real test of values for
businesses worldwide.
At e2e, the question is clear: do we follow suit, or do
we hold the line? Both nationally and locally, e2e and
our members are committed to our responsibilities in
the years ahead.
We believe UK insurers now have a fresh opportunity,
and arguably a responsibility, to lead by example.
With influence that spans industries, supply chains
and millions of lives, insurers can help shape standards
that protect both people and planet, even when it’s
not politically popular. e2e is already supporting these
efforts and will continue to be at the forefront of
driving positive change.
Governance with integrity and socially conscious
decision-making aren’t just ethical, in a risk-based
business, they’re commercially smart. Especially when
others step back, leadership matters more.
Measure What Matters
Good governance isn’t about imposing more rules, it’s
about clarity and accountability. The most progressive
organisations are measuring the downstream impacts
of their decisions, not just the inputs. That means
asking:
What happens to the customer experience when we
change this policy?
Who benefits — and who might lose out?
What are the unintended consequences?
Just as we track loss ratios or claim repudiation
rates, at e2e we’re starting to track harm — and to
learn from it. That includes harm we never intended
to cause. Does a digital-only claims process exclude
elderly policyholders? Does a cost-saving measure
increase the carbon footprint of a repair? These are
not only operational issues; they are governance
challenges too.
The Bottom Line
At its core, ESG is about how we run our businesses.
Social and governance decisions influence trust,
loyalty, risk exposure, and brand reputation. They
determine whether we are seen as part of the solution,
or part of the problem.
Doing the right thing, consistently and transparently, is
good business. But it takes more than slogans. It takes
leadership, evidence, and a culture of accountability.
As ESG comes under pressure globally, the UK salvage
sector, and e2e, has an opportunity to lead, not just
comply. That leadership starts with the choices we
make every day.
Helen Angell,
Change Consultant and Insurance Industry Advisor
Sustainability | Claims & Supply Chain | System
Thinking
Helm 360 Consult Ltd
www.360helm.info
From Blind Spots to Better Practice
Social and governance risks rarely stem from bad
intent. More often, they arise from blind spots in
everyday decision-making, who we hire, how we
train, how we measure success, and what we choose
to reward. Addressing them often starts with small,
pragmatic steps.
e2e Supplement 29

Final
Thoughts
Innovation isn’t a buzzword at e2e — it’s the
foundation of how we think, solve problems, and
serve. For 40 years, we’ve built a business that thrives
on curiosity, client focus, and a refusal to settle for
“business as usual.”
We began this supplement by suggesting that e2e
has taken a serious lead in the race to be innovative,
dynamic, and, by implication, bold enough to think the
unthinkable when developing service solutions and
products within our sector.
Naturally, the Member/Owners of e2e will continue to
deliver outstanding service to policyholders, resolve
complex technical issues, and support clients in
meeting regulatory requirements.
But the beating heart of e2e isn’t process, technology,
environmental goals, or financial returns.
At its core, our success lies in presenting bespoke,
adaptable, and genuinely interesting solutions to our
clients. We believe that when we continue to deliver
this kind of tailored value, we earn long-term trust
and support. In short, “business as usual” has no place
at e2e. Instead, our mindset is rooted in innovation,
passion, and the unwavering belief that there is always
a better way.
This approach has underpinned everything we’ve done
for the past 40 years, and it will continue to define our
future.
The unique strengths of our Member/Owners, and
their relentless drive to improve their own local
businesses, give e2e a platform of real substance.
Their combined expertise represents a depth and
breadth of knowledge that cannot be matched
elsewhere in the sector. The leading lights of the
salvage industry are proud to be part of e2e, and
we are equally proud to continue that tradition —
now supercharged by cutting-edge technology and
forward-thinking solutions.
In the fast-moving, ever-evolving world of insurance,
repair, and total loss, e2e offers a service that’s not
only real and relevant, but truly designed around you,
for you, and your customers.
Delivering Excellence. Differently.
Eddie
Eddie Longworth
CEO, e2e Total Loss Claims Management
30 e2e Supplement

DIFFERENT
e2e Supplement 31

CLAIMS
Delivering
Excellence.
Differently