SYSTEM DESIGN
	ABF has developed a distribution center and driver relay network toward three primary objectives:
	Optimum miles that a shipment will travel. Optimum handling of shipments. Consistent transit times.
	ABF averages 1.1133  transfers per shipment. This is accomplished through the use of 28' trailers and by consolidating freight at 10 strategically located distribution centers.
	Fewer transfers result in less handling and improved performance in delivering shipments on time, intact, and damage-free.

EMPLOYEE EDUCATION
	ABF's Quality Improvement Process.
	Regular meetings are held to discuss claim prevention at all ABF customer service centers systemwide.
	All employees receive training on proper freight-handling procedures.
	ABF's Cargo Claims & Prevention Department distributes claim prevention posters to all ABF service centers which identify handling characteristics for specific ABF customers.

CUSTOMER EDUCATION
	ABF employs full-time packaging engineers as members of our Cargo Claims & Prevention Department.
	ABF employees and customers form focus groups to identify and work together to prevent loss and damage.

A review of our Cargo Claims & Prevention statistics will demonstrate ABF's ability to consistently move freight undamaged and at the correct piece count.

PERCENT OF SHIPMENTS HANDLED CLAIM FREE

Year Claims Received Shipments Handled Percentage 2009 33,553 4,639,961 99.27% 2008 40,972 5,308,888 99.22% 2007 47,677 5,706,979 99.16% 2006 55,688 6,026,549 99.07% 2005 58,012 6,010,117 99.03% 2004 61,693 6,121,211 98.99% 2003 54,693 5,578,259 99.02% 2002 50,775 5,490,764 99.08% 2001 56,489 5,439,355 98.96% 2000 63,842 6,006,986 98.94% 1999 59,255 6,004,449 99.01% 1998 59,138 5,852,677 98.99% 1997 61,972 6,022,427 98.97% 1996 73,731 6,101,473 98.79% 1995 63,707 5,566,431 98.86%

CLAIM RATIO

Year Net Payout ABF Revenue Percentage 2009 $8,984,671 $1,384,539,637 0.65% 2008 $11,812,858 $1,758,779,957 0.67% 2007 $12,464,591 $1,723,336,567 0.72% 2006 $13,565,697 $1,786,287,848 0.76% 2005 $13,108,063 $1,680,467,765 0.78% 2004 $12,251,491 $1,557,584,728 0.79% 2003 $11,203,506 $1,369,465,861 0.82% 2002 $10,508,348 $1,277,406,510 0.82% 2001 $12,276,238 $1,283,325,003 0.96% 2000 $14,108,750 $1,379,609,305 1.02% 1999 $14,002,005 $1,277,093,367 1.10% 1998 $13,165,366 $1,175,213,239 1.12% 1997 $13,634,163 $1,136,402,281 1.20% 1996 $18,289,925 $1,102,660,574 1.66% 1995 $13,414,006 $1,005,686,517 1.33%

CLAIM SETTLEMENT PERCENTAGE

Year 0-30 Days 0-60 Days 0-90 Days 2009 89% 98% 99% 2008 90% 89% 99% 2007 90% 99% 99% 2006 89% 98% 99% 2005 88% 97% 99% 2004 89% 97% 99% 2003 91% 98% 99% 2002 91% 98% 99% 2001 90% 97% 99% 2000 90% 97% 99% 1999 91% 97% 99% 1998 87% 94% 97% 1997 85% 94% 97% 1996 85% 95% 98% 1995 88% 96% 98%