Emergency Call Tree Policy and

Procedure Manual

PT Tokio Marine Life Insurance Indonesia

Version 1.0

Effective Date Aug 4th 2014

A. Objective

The objective of this document is as part of Emergency Management Policy of Tokio Marine Life Insurance Indonesia, this document provides guidance and procedure of Emergency Call Tree within Tokio Marine Life Insurance Indonesia

B. Review of the Procedure

The Corporate Planning and Risk Management Department shall review the adequacy and relevance of the policy on an ongoing basis. Any change in the policy must be approved by the Head of Corporate Planning and Risk Management Department and Head of Human Resources Department.

C. Access to the Policy

This document is be placed in the public folder for reference by all staff.

D. Authorized Approver

In the event that an urgent decision needs to be made and the authorized approver is away from the office, the superior of the authorized approver or an officially designated person will be the alternate approver.

E. Revisions

Version Key Changes Approved By Effective Date

1.0 The issue of Call Tree Procedures BOD August 4th 2014

Table of Contents

1. Purpose ...................................................................................................................... 1

2. Policy ...................................................................................................................... 1

3. Procedures ...................................................................................................................... 2

3.1 Coordinator and Contact List ..................................................................................... 3

3.2 Keep In Mind ............................................................................................................. 3

3.3 Emergency Message Script ....................................................................................... 3

Attachment A – Out of Office Emergency Plan ..................................................................... 4

Attachment B – Emergency Phone No .................................................................................. 5

Attachment C – Emergency Call Tree Layering Sample ........................................................ 6

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1. Purpose

During emergency/crisis, rapid action is required. Information and instruction should delivered effectively and clearly. Emergency Call Tree allows people to provide brief, concise information and instructions to all employee quickly and accurately.

The purpose of this policy is to establish and delineate the responsibilities and procedures which will be used to communicate to TMLI’s employee in order to:

1. Ensuring safety for all employees 2. Provide instruction for critical work process during emergency situation

2. Policy

A. The Emergency Call Tree will be directed by the TMLI CEO. In his/her absence, other TMLI director will take over this responsibility.

B. Head of Human Resources Department is responsible to maintain the Emergency Call Tree List.

C. Head of Department can decide the call tree list structure within their department following unit business structure and command line (supervisor call staff).

D. Head of Department are expected to maintain the up-to-date information and data in their call tree list, and forward update information to the Head of Human Resources Department immediately.

E. Head of Department is responsible to ensure that the call tree list is available to anyone in his/her department.

F. To maximize Call Tree, each caller should contact not more than 7 employees. G. For large department, Head of Department should create several call tree lines

by adding layers and appoint their sub-ordinate(s) to coordinate and deliver emergency information to smaller and more manageable group of staff.

H. TMLI’s employee should keep call tree list at home, in their car and at work; a good place to keep the copies near your phone.

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3. Procedures

1) The TMLI CEO/BOD will decide when call tree needs to be sent to all TMLI’s employee based on emergency condition. TMLI CEO/BOD will contact Head of Human Resources Department and Head of Human Resources Department should copy the information precisely as provided

2) Head of Human Resources Department should distributes the message to Coordinator

3) Then Coordinator passes the message to all Head of Division on the list below their name

4) Head of Division in turn should passes the message to all Head of Departments on the list below their name

5) Then Head of Department passes the message to their supervisor/staff 6) Head of Department reports back call tree status to Head of Division 7) Head of Division reports back call tree status to Coordinator 8) Coordinator report status back to Head of Human Resources Department 9) Head of Human Resources Department reports back call tree status to TMLI

CEO/BOD

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3.1 Coordinator and Contact List

The list of Coordinator and contact info for TMLI employees will be kept by Human Resources Department

3.2 Keep In Mind

a) Write message down and verify the message accuracy before you hanging up the phone.

b) If a person in your list is not available on his/her primary contact number, then try to call other phone contact until contact is made. Limit your trial to 3 times / 5 minutes then continue to other person on your contact list.

c) After a reasonable attempt is made and the person in the list is not contactable, then contact should be made to the second-in-command

d) Limit the conversation to the emergency message so all calls can be completed in time

3.3 Emergency Message Script

q The script should include a short statement of (i) what has happened, (ii) the immediate actions that should be taken, and (iii) where to get additional information.

q The script should be concise and to the point, which can be delivered via phone call in less than 1 minute

q The script should calling user’s attention Example : “This is an Emergency Message from …..”

q E-mail and voice mail messages should deliver the same message q Other communication media can be used, however the Head of Human

Resources Department need to ensure that the message reach the intended person and gets disseminated to all level of employees

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Out Of Office Emergency Plan

q In the event of emergency, continue to monitor TV, radio stations or any other

media. q Do not panic q Call your supervisor and copy the information to one of HR Team, Report your

condition or surrounding disaster area q Prepare your self for any emergency actions q Await instruction from TMLI HR regarding office operation q Keep updating your condition to your supervisor/HR Team q Call nearest emergency number for any crisis condition

Attachment A

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Emergency Phone Number

Institution Phone No

Emergency 112 ; 390 9922

Ambulance 118 ; 119

Police 110

Fire 113

SAR 115

Posko Banjir Satlak PBP Jakarta Selatan - 72790109 Jakarta Timur - 48702160 Jakarta Barat - 5682284 Jakarta Utara - 43930152, 43934752 Jakarta Pusat - 38433723

Medan Badan SAR Nasional Medan – 4565777 Fire – 4515356 Poltabes Medan – 4520971 RS Gleneagles Medan - 4566368

Surabaya Badan SAR Nasional – 8673511 Fire – 8411113 Poltabes Surabaya – 3523927 RS Siloam Surabaya - 5031333

Attachment B

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Sample

Emergency Call Tree Layering

Attachment C

Organization Chart Call Tree Layering