155% Mitigating the Impact of COVID-19 ¾ Supported customers through the pandemic with focused temporary rate discounts and adjustments to policy terms without cost ¾ Customer service levels fully maintained despite a move to working from home ¾ All staff retained on full pay with no government support taken ¾ Detailed pricing models reduced the impact on the business of lockdowns later in 2020 Key Highlights ¾ Robust financial performance during a year heavily disrupted by COVID-19, which extended the challenging stage of the car insurance market cycle ¾ Disciplined approach to pricing throughout, with rate increases in excess of 10% during the year ¾ Combined operating ratio ( COR ) for the year of 75.3%, in-line with long term target