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Message This issue:Re-energized: Spring UpdatePAGE 01MARCH 2025 QUARTERLY NEWSLETTERPAGE 01Re-energized: Our Spring UpdateYou know the old saying, “In like a lion, out like alamb?” Well, even if the weather doesn’t hold truefor every region, metaphorically it seems that’show every Spring goes in the insurance andrestoration industry.Last year, we transitioned to a new phone system,deployed the new Member Portal 2.0, and begansunsetting the Renovar brand. Earlier this year,Microsoft threw us a curve ball with our emaildomain that we rushed to resolve and we’ve beenworking diligently with our Product team to workout all the bugs and kinks in Member Portal 2.0.We have also partially launched our new digitaltraining solution, the itel Wood RestorationUniversity, in partnership with the RestorationTechnical Institute (RTI). Partially, because we arecontinuing to put new content in the system andorganize it into effective learning paths.Winter has taken her best shot, but we’re goinginto Spring re-energized for the rest of 2025!Advisory BoardPAGE 03Communication GuidelinesPAGE 04Updated BrandingPAGE 08Allstate UpdatePAGE 09Restoration Technical InstituteLearning Management SystemPAGE 10Repair Firm RecognitionWOW CardsPAGE 11Member SavingsPAGE 18Updated Photo RequirementsPAGE 02

MARCH 2025 QUARTERLY NEWSLETTERPAGE 02Updated Photo RequirementsComing June 1, 2025Due to an increase in warranty claims andworkmanship issues, we are revising our photorequirements to protect our restoration firms andboth our bottom lines.We are giving you, our restoration firms, time toprepare and train yourselves and your teams totake clear and complete photos at inspection,before pickup of furniture items or detach andpickup of cabinets, and at delivery.Come June 1st, 2025, payments will NOT beissued for completed work without these photos,and will result in you or your team having to revisitthe loss site without an additional travel fee.You are already required to provide clear andcomplete photos at inspection and at delivery, witha COS, in order for payment to be issued. Theaddition here is to take and provide photos beforeyou pickup or detach. This is because of anincreased occurrence of changes to the sitecondition not communicated to us or ourrestoration firms by the parties involved.Clear photos that tellthe story of the lossand site conditionsProtect yourselffrom future warrantyor workmanshipclaimsBefore photos atinspectionBefore photos atpickup/detachFollow inspection& field photochecklistAfter photos atdeliveryFollow deliverychecklistBeginning 6.1.25 - nopayments without allphotosTraining to followKey Takeaways

Advisory Board ReviewThe itel Wood Restoration Network Advisory Board hashad two sessions in 2025: January and March. Forthose of you that are new to the Network, the AdvisoryBoard consists of a diverse representation of yourfellow Network repair firm members and itel Woodmanagement. We meet monthly to review updates toprocess, policy, and carrier guidelines. This allowsmanagement to gather invaluable feedback with whichto guide the Network moving forward.Summaries can be found in the Member PortalRestoration Firms Chatter Groups (1.0: RF Chatter / 2.0:RF Chatter).Please click the images below to watch the most recentrecordings.January TopicsNORTH STARLEASINGGENESYS PHONESYSTEMWORK ORDERVETTINGLARGE LOSSINSPECTIONSSUNSETTINGRENOVARACTIVE WORKORDER VIEWMarch TopicsINTRODUCTIONSEMAIL ANDGENESYS ISSUESMEMBER PORTAL2.0 TRANSITIONALLSTATEGUIDELINESUPDATED BRANDINGOPERATIONSUPDATESREPAIR FIRM SALESPILOTMARCH 2025 QUARTERLY NEWSLETTERPAGE 03ACTIVE WORKORDER VIEW

MARCH 2025 QUARTERLY NEWSLETTERPAGE 04Communication: EmailDeliverability Issues & UpdatesIn mid-February, we were alerted to a company-wide email issue. Microsoft's security updates tostrengthen baseline security in Office 365 resultedin the blacklisting of itel's emails sent internallyand externally. The security team was able to workwith Microsoft directly to remove itel from theblacklist and released all the emails that had beenblocked since February 12th.However, due to our Domain Reputation, someexternal recipient’s email providers may quarantineor flag @itelinc.com emails as spam. IT has beenworking with those of our restoration firms that arestill experiencing inconsistencies in emaildeliverability.To assist with deliverability, please follow the linkbelow with instructions on how to whitelist emails,email domains, or add both to your safe sender listdepending on your email provider:How to Whitelist an Email in Gmail, Outlook, andYahooIf you believe you are not receiving Work Order orChatter Notification emails, please reach out toNetwork Development immediately so that we caninvestigate and escalate for additional support, ifneeded.Network Development Contact Information:NetworkDevelopment.wood@itelinc.com877-884-9446, Option *2015

MARCH 2025 QUARTERLY NEWSLETTERPAGE 05Communication, continued: GuidelinesTimely communication is essential to the success and health of the Networkand our partners. As such, we’d like to reiterate the communication guidelinesas they relate to our restoration firms and internal teams.InspectionsOnce assigned, reach out to theinsured or other point of contactdesignated by your assignmentowner within 24-36 hours.Make 3 total contact attempts:At least 1 attempt every otherbusiness day.Alert your assignment ownerof each attempt and outcome.After the third attempt, yourassignment owner will reach outto the adjuster to update themand/or obtain better contactinformation.EstimatesEstimates are due within 2business days of completedinspection date and time.If your assignment owner or aTechnical Repair Estimator reachout with questions about yourestimate, missing information, orphotos, please respond ASAP totheir requests to assist withcompleting the report.Estimate Review:If you submit your onsite inspectionestimate on time, within 2 businessdays, that leaves our TRE team1 business day to review yoursubmission, making sure that it is:Complete, Contains all the requiredinformation and photos, Is formatted per carrierrequirements,And get the report sent over tothe adjuster for approval.If you are receiving multiple Chatters,calls and/or texts regarding a file, weare requesting information so that wecan either complete our estimatereview or update the adjuster and/orinsured. Many of our Network carriersrequire consistent updates andmilestone completions. The more responsive you are to ourrequests for information, the less wewill reach out to you seeking updates.

MARCH 2025 QUARTERLY NEWSLETTERPAGE 06Communication, continued: Guidelinesitel CommunicationOur internal teams are to respond to your Chatters, emails, calls, or textswithin 1 business day.Assignment OwnerYour itel Assignment Owner should be your main point of contact for anyquestions regarding your Work Orders.Your current Assignment Owner’s contact information can be found in the“Your itel Project Team” section of your Work Order.Operations ManagementIf you are unable to reach your Assignment Owner in a timely manner, pleasereach out to their manager first.PC Manager: Carli Turnercarli.turner@itelinc.com804-708-3160RC Manager: Jonathon Hinklejonathon.hinkle@itelinc.com804-708-3322If you have not heard back from your Assignment Owner’s manager, reach outto the Director of Operations.Katie Hedlundkatie.hedlund@itelinc.com804-708-3135If you need immediate assistance, please call the Repair Firm (RF) Hotline.877-884-9446, Option *2014Network DevelopmentNetDev is your go-to for any issues or concerns with policy or process,temporary assignment holds, account updates, personnel changes, orcredentialing items.You may also reach out to NetDev at any time for any reason, or if you areunable to get a hold of the Operations team.

MARCH 2025 QUARTERLY NEWSLETTERPAGE 07Communication, continued: Who to Contact at itelOn at least a quarterly basis,we provide an updated contactsheet in this newsletter thatyou can download and/or printfor your quick reference.Reach out to NetworkDevelopment at any time ifyou would like an updatedcopy.Click on the image (right) todownload or print the one-page contact sheet.

Updated Badges & BrochureAs part of the re-branding initiative, Marketing hasprovided us with new itel-only branded Policyholderbrochures (pictured right). Also, our Advisory Boardlet us know that the lanyard name tags were apotential safety hazard to the person wearing themand to newly restored cabinetry or furniture. We putour heads together and discovered magnetic badges,which we procured with some design assistancefrom Marketing (pictured below).Please make sure you or your employees are wearingyour itel badge when introducing yourself to aninsured or other point of contact on an assignment.BrochureMARCH 2025 QUARTERLY NEWSLETTERPAGE 08Badges can then be removed to complete yourinspection or restoration work.Credentialing Administrator, Olivia Ewing, is sendingout updated brochures and badges prioritizing high-volume firms and on a request basis. EmailNetworkDevelopment.Wood@itelinc.com with anyadditional requests.

MARCH 2025 QUARTERLY NEWSLETTERPAGE 09Allstate Guidelines and MobilesAllstate has finalized their GHRN Cabinet & Furniturevendor guidelines. As the guidelines apply to ALLvendors on their GHRN network, we will be creatingitel Wood Restoration Network firm-specificguidelines and training.This training will be the first mandatory learningpath hosted in the new itel Wood RestorationUniversity on RTILearning.com. At the end of thecourse you will have the option to opt in or opt out ofthe Allstate Program.In Q2, Allstate is making a concentrated push towardmobile evaluation requests. Impact to ourrestoration firms:You may see a drop in onsite inspection requestvolume, BUT this should:Reduce the time you spend inspecting jobsthat do not or will not convert to repairs.Increase meaningful repair work with adjusterand insureds that are invested.Allow you to focus on worthwhile onsiteinspections and actual repair work.

MARCH 2025 QUARTERLY NEWSLETTERPAGE 10WOOD Restoration UniversityAll active itel Member Portalusers, both 1.0 and 2.0, shouldhave received their RTILearning enablement emailsfrom dts@rtilearning.comwithin that first week ofFebruary. If you have not received yourenablement email, or you arenot able to login, please alertNetwork Development bycalling, texting, or emailing us.The original Member Portal 1.0training is available to allusers in the Content Libraryand we have been releasingand enrolling users into ourDRAFT Member Portal 2.0training ad hoc.We have also purchased somecurated content created by RTILearning to assist in yourprofessional development andindustry knowledge, at nocharge to you.RTI has additional coursesavailable for purchase.On January 27th, 2025, the itel Wood Restoration Network released theirnew digital training solution in partnership with RTI Learning: the itelWood Restoration University.1.0 Learning Paths2.0 Draft Courses*Note: RTI works best in Microsoft Edge. If you havetrouble accessing any courses, email info@rtilearning.com

MARCH 2025 QUARTERLY NEWSLETTERPAGE 11Repair Firm Recognition: WOW CardsIf you’ve never received a WOW Card or are new to the Network, WOWCards are a form of recognition for a job well done for our RepairFirms. After each job is completed, surveys are sent to both thepolicyholder and the adjuster on the assignment. We use these surveysto gather our Net Promoter Score (NPS), which measures customerexperience and predicts business growth, as well as letting us gaugeour Repair Firms’ performance onsite.Quarterly, we review these surveys and will send a small token of ourappreciation to those firms that receive a 10/10 Survey, with a note ifthe customer or adjuster left additional praise. Additionally, we includethe summary results in the Quarterly Newsletter for increasedrecognition.If you’d like to increase your chances ofreceiving WOW Card recognition andhelp us increase our NPS, you canremind the policyholder, during yourdelivery appointment, to look out forthat survey via email and to complete it!

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 2C L A S S I C F U R N I T U R E S E R V I C E L L C - W A10/10 Customer Survey x 4“Great option to restore the cabinets without removing allremaining cabinets and install brand new. The company that Iworked with (Classic Furniture LLC) was amazing to work with.““Punctual, improved existing condition.”“Informative and very helpful about woodworking care.”U N I V E R S A L F I N E A R T C O N S E R V A T I O N9/10 Customer SurveyWhat did you like best about our service?“The response time and detail in analyzing the damage items.”M E T R O F U R N I T U R E R E S T O R A T I O N S9/10 Customer SurveyWhat did you like best about our service?“Everything.”M A S T E R F I X T U R E R E S T O R A T I O N10/10 Customer Survey“Amy was AMAZING!! I can’t say enough great things about her.She went above and beyond! The best customer service! I wouldrecommend her to everyone. She is a great asset to representingyour company.”

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 3C O M P L E T E C L A I M & F U R N I T U R E S E R V I C E10/10 Customer Survey x 2“The communication was excellent and they were able to answerall my questions.”“Dave with Complete Furniture Restoration was great to work with,good craftsmanship and timely communication throughout.”F U R N I T U R E M E D I C B Y P R O F E S S I O N A L R E S T O R A T I O N10/10 Customer Survey & kudos from Dave Wooden at Allstate:“This RF did EXACTLY what they should have done, and he is veryhappy.”“Easy to get a hold of.”H I L L C O U N T R Y C A B I N E T & F U R N I T U R E9/10 Customer SurveyW O O D R E P A I R N O R T H W E S T10/10 Customer Survey x3"Very friendly people and I like the job they did.”“Very professional and good workmanship.”

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 410/10 Customer Survey“Professional crew.”R E F I N I S H O R L A N D OR E S T O T E C H D K I10/10 Customer Survey x 2What did you like best about our service?“Listening to my questions.”Y O U R H O M E E X P E R T9/10 Customer Survey What did you like best about our service?“Communication.”S E I B C O N S T R U C T I O N I N C10/10 Customer SurveyC A R D I N A L R E S T O R A T I O N S9/10 Customer Survey“Well organized.”

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 5S T U T L E R C A B I N E T S10/10 Customer Survey“The communication from the local contractor was excellent.”R I C K ’ S F U R N I T U R E F I X9/10 Customer SurveyWhat did you like best about our service?“Craftsmanship and overall like ability of the employees.”F U R N I T U R E M E D I C B Y A F D10/10 Customer Survey“The staff was professional, efficient, helpful and explained theprocess throughout.”F U R N I T U R E M E D I C B Y K A L M A R10/10 Customer Survey“Kurt communicated clearly and timely throughout the entireprocess. They kept the area around the project clean. We arepleased with the work he and his team completed.”M E E T I N G H O U S E F U R N I T U R ER E S T O R A T I O N10/10 Customer Survey“Workmanship, quality and responsive.”

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 6F U R N I T U R E M A G I C I A N S9/10 Customer SurveyWhat did you like best about our service?“Turnaround time for repair.”W E A T H E R S B Y G U I L D N E W O R L E A N S10/10 Customer Survey“The service was good and performed in a reasonable amount oftime.”C A R D I N A L E C R E A T I O N S10/10 Customer Survey“”easy to work with, great contractors.”A R T I S I A N R E S T O R A T I O N I N CKudos from Dave Wooden at Allstate:“Your vendor places good notes and photos in the claim file tosupport a high-end loss.”F U R N I T U R E S P E C I A L T I E S O F A S H E V I L L E8/10 Customer Survey“Very professional and responsible service individuals.”

MARCH 2025 QUARTERLY NEWSLETTERPA GE 1 7F U R N I T U R E M E D I C B Y A D V A N C E D K I T C H E N S O L U T I O N S10/10 Customer SurveyWhat did you like best about our service? “Everything.”I R W I N ’ S F U R N I T U R E R E S T O R A T I O N10/10 Customer Survey“Professional and patient.”T H O M A S F U R N I T U R E R E S T O R A T I O N10/10 Customer Survey x 3“Communication from start to finish. The handling of the repairsand explaining to the customer what steps need to be taken tofinish the job.”“Willingness to work with other contractors who were replacing theflooring.”“The beautiful work.”“No problems, we were kept informed.”10/10 Customer Survey M E T I C U L O U S F U R N I T U R E & L E A T H E R R E P A I R

MARCH 2025 QUARTERLY NEWSLETTERPAGE 18Member Savings ProgramsAs a member of the itel Wood Restoration Network,you benefit from several programs andpartnerships to help save on your day-to-daybusiness expenses, and to provide professionaldevelopment opportunities.The next few pages will include “advertisements”for these programs. Click on the advertisement tolearn more, or click on the email addresses toinquire about more information.Network Development continues to research newsavings programs and partnerships to benefit therepair firm network. Feel free to let us know if youhave any ideas or partnerships that can benefit thenetwork as a whole!Claims Prevention andProcedure Council(CCPC) MembershipNorth Star LeasingSavings4MembersBP/AMOCOUNITSEZ-LEVELContents

MARCH 2025 QUARTERLY NEWSLETTERPAGE 19itel, previously Renovar, and National Restorations before that, hasbeen a long-standing member of the Claims Prevention andProcedure Council (CPPC). This year, CPPC introduced aMembership Referral Program, offering incentives to new members.Incentives for New Members:New members who join through the referral program receive aspecial welcome package, which includes:Discount on Initial Membership Fee: 50% discount off firstyear's membership.Welcome Kit: Branded merchandise (e.g., CPPC notebook,pen, tote bag).50% OFF Conference registration: New Members receivehalf-off the registration fee to their first CPPC Conference!Enter “Maile Cordon” into the Referral Code field when you jointo take advantage of the discounts and goodies above!See the next page for more information about the CPPC. Click onthe graphic to navigate to the CPPC Membership Application.

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MARCH 2025 QUARTERLY NEWSLETTERPAGE 22itel S4mSavings4Members is thrilled to announce the launch of the latestaddition to the website: the Savings Square! Members can now enjoyaccess to a catalog of self-service savings, meaning you can accessthese exclusive deals quickly and easily whenever you need them. Thisis the place where you can get immediate access to coupons,discounts, and more from the brands you know and love all organizedin one central hub. Discover amazing deals from brands such as ODP Business Solutions,Constant Contact, ACE Hardware, T-Mobile, and UPS. Stay informedabout the latest promotions, seasonal sales, and limited-time offerswith regular updates. Find member-exclusive discounts on a widearray of items, from office supplies to shipping, ensuring you'll findeverything your business needs. Ready to start saving? Visit the S4MSaving Square here:C O U P O N S , D I S C O U N T S ,A N D S A V I N G S , O H M Y !O u r C a t a l o g O f S e l f -S e r v i c e S a v i n g s P r o g r a m sA t Y o u r F i n g e r t i p sSavings SquareFor more information on your member benefits contact a SavingsConsultant today at 844-287-2837 | info@savings4members.com

MARCH 2025 QUARTERLY NEWSLETTERPAGE 23BP offers Business Solutions and PlusCredit Cards with fleet managementand volume based-discounts on fuel. These cards are accepted at 7000+truck stops and 165,000+ FuelMerchants. You'll get 10¢ off pergallon for the first 6 months, thensavings is tiered based off gallonusage.Accepted at nearly all U.S. retailfuel merchantsPurchasing controls - you cancontrol which days and hours youremployees can use this card topurchase fuelData managementEmployees can earn Fuel Rewardson their personal fuel purchasesNO FEES!itel has partnered with BP/Amoco to providemore fuel savings solutions to our Repair FirmsYou can set card controls and uselimits, view receipts so you can stopworrying about them being lost, andpull reports 24/7. Security and fraudcontrols require a driver ID andodometer before being allowed topurchase fuel. Please reach out to ourFleet Consultant, AJ, with anyquestions, concerns or to get set up!AJ Jwayyed | Fleet Consultantaj.jwayyed@fleetcor.com919.500.0770BP also offers BPme Rewards to allcustomers without applying for acredit card. Register to save 5¢ pergallon for your first month, and spendat least $100 in fuel each calendarmonth to keep that savings going.

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MARCH 2025 QUARTERLY NEWSLETTERPA GE 2 5EZ-Level has now teamed up with itel to help give you even more of an advantage over yourcompetition. Starting immediately, itel repair firms will receive a discounted price on the EZ-Level system which is below the current contractor rate. EZ-Level is proud to partner with theitel to help you be more efficient and achieve perfect results on your cabinet installs inminutes. If you are not familiar with EZ-Level, check out our website (www.ez-level.com) andread the Google reviews from real customers (which consist of DIY’ers and Pros).P R E C I S I O N L E V E L I N G S Y S T E MS P E C I A L P R I C I N G F O R I T E LR E P A I R F I R M S Call or email Dwayne Summers with any questions: 800-726-5550|dwayne@ez-level.comWhat is EZ-Level?EZ-Level eliminates the need for shimsunder a cabinet.Takes the stress and frustration out ofleveling cabinets.More efficient installation which savestime and money.Perfect results in minutes, not hours.EZ-Levels never move which protectsthe countertop.Cabinets are off the ground protectingthem from small water leaks. Franchise Price:Retail $16.95/set. Dealer/Bulk pricing$11.90/set.The new itel Repair Firm price will be$11.50/set.How to enroll:Current customersEmail or call us with your companyinformation to sales@ez-level.com.New customersEmail or call with your company andcompany information to sales@ez-level.com.We will set you up in the system andemail you the invite to finish youraccount set up. How to order:Log into your account You will see “Wholesale Catalog” attop of pageSelect needed items for cart.Choose shipping methodPlace orderOrders received before noon easterntime will ship the same day. Call if after12 PM EST to request same day shipping.If for any reason you are havingissues logging in, place your orderand we will refund the difference onthe next business day (our systemmakes us wait).

MARCH 2025 QUARTERLY NEWSLETTERPA GE 2 60102If you know you will be closed over any Spring or SummerHolidays, please notify Network Development ASAP via: networkdevelopment.wood@itelinc.com, 877.884.9446, *2015 or Chatter @Network Development.We will be closed Monday, May 26th for Memorial Day.03Please remember to be responsive to communication from us,particularly on Work Orders. Our Service Level Agreements(SLAs) with our Carriers require adherence to certaintimeframes. If you have an emergency, illness, office closure, or are receivingtoo much assignment volume, please alert NetworkDevelopment so we can re-assign Work Orders and place youon a temporary or assignment hold.Know any fellow repair and/or restoration firms that would beinterested in joining the itel Wood Restoration Network? You are still eligible for a $300 referral bonus once they'retrained and remain active on the Network for 90 days. SubmitHERE.RESTORATION FIRM REMINDERS