MEDIA UPDATE

Motiva Announces Improved Claims Process  

June 4, 2004; 1:45 pm CST

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

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

1.      We have added additional claims representatives, appraisers and adjusters to ensure the process moves swiftly.

a.      More than one hundred adjusters are working to contact customers, validate claims and expedite claims approvals, twenty of which will be stationed directly in New Orleans. They will begin contacting customers tomorrow and we will increase those numbers as needed.

b.      Additionally, twenty-eight adjusters will be stationed in New Orleans to expedite claims and facilitate customer needs.

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

3.      If customers go to a service center approved by Shell, no estimate will be required. 

a.      If the customer chooses a shop outside the network of facilities we have identified, the adjuster will conduct an appraisal for the customer.

4.      Additionally, the claims check will be presented to customers immediately upon completion of vehicle repairs for those customers who choose to have their vehicles repaired at a service center approved by Shell.

a.      If the customer chooses a shop outside the network of facilities, the claims payment will be sent within 5 business days. 

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

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

We take this matter very seriously and encourage customers who have experienced fuel gauge-related issues to contact our customer service center at 877-825-2467 or log onto www.interactclaims.com/shell for assistance.  Additionally, Shell and Texaco customers who have already received a claims number can direct follow-up calls to 800-877-1801.

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

Main Media Line: 713-241-4544

Media Contact:

Kimberly Windon                      

Shell Oil Products US 

Office: 504-465-6759

Pager: 504-268-0599                  

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