Productive Agency Visits by Insurance Carriers Field Representative

Transcription

1 A Guide to Effective Communications on Technology-Based Workflow between carriers and agencies Productive Agency Visits by Insurance Carriers Field Representative

2 ABOUT THE GUIDE This is the third edition of this guidebook. The focus of this edition has changed in that this edition is specifically for the carrier field representatives. We have a complimentary document called Real Time Makes More $$$$ that is specifically for agents and brokers. For most products in this distribution channel, relationships are key to success. Thus, field marketing reps spend considerable face time with independent agency owner/managers. As the carrier road warriors, you work to appoint agencies, improve policy retentions, underwrite accounts, and increase the quantity and quality of business. The goal of this document is to improve the carrier s visit with the agency. We re 1 doing this because we ve heard from agency principals that, many visits go the same way. They say, The field rep arrives on a monthly or quarterly basis, reviews the agency s numbers, and addresses a key account or new opportunity. This guide will help you to develop an agenda that will be beneficial to you and the agency. It will also assist you in initiating conversations to assist you in understanding why some carriers are more successful than other carriers in becoming that carrier of choice. We are really pushing our marketing reps to learn our agency-interface technologies and capabilities and to communicate and educate during agency visits. More agents, too, are asking about Real Time. Carrier executive I know as a young agency, new to our agency management system and some of the newer technology, we would welcome visits such as this. I have to think that the more a carrier puts themselves in front of the agents, especially to help them with technology, that this would be an advantage to everyone. Agent 1 AUGIE (the ACORD-User Group Information Exchange) is a forum for ACORD, agents, brokers, insurers, solution providers, and associations to gather information, share ideas and actively shape the future of the insurance industry. It allows collaboration on common concerns that affect the day-to-day and long-term operations of agents and provides agents with a voice in the ACORD standards development and implementation process with the goal of improving agency efficiency and productivity. For more information: REAL TIME

3 CONTENTS Preparing for a Visit...1 Nothing Happens unless the Sale is made... 1 Be Proactive It s Your Business!... 1 Potential agenda topics... 2 Who we may we visit at the agency... 2 Establish Ground Rules, what we may talk about Understand the agencies culture and technology opportunities... 3 Prior to the appointment...4 Determine what information needed for all to review prior to the visit... 4 Agency Questionnaire... 4 Confirm the appointment through or letter to the agency owners/managers... 5 Checklist for preparing the Carrier Field Representative...6 To help you in your education pursuit Industry Terms:... 6 Information to know about your company... 7 Implementation of Real Time... 7 During the Visit...8 Listen to the agent about their workflow Educate, Compare, Demonstrate... 8 Verify that the agency Downloads with your company... 9 Verify that the Agency Staff are all on Board with Real Time and Workflow Efficiency Follow Up with the agency after the visit Do you work for a tech-savvy company? Industry Recognition Becoming the Carrier of Choice Does Make Business Easier (MBE) Matter? Industry Ratings Overview How to Win Profitable Business Industry initiative to encourage efficient workflow Real Time Makes More $$$$ Field Reps taking initiative to educate their agents on why they are the carrier of choice Agency Real-Time Best Practice workflows And Implementation Strategies Independent Agencies Real Time workflow and Carrier Portals ACORD s role Implementation and Relationship building AUGIE (ACORD User Group Information Exchange) ACORD Relationship and Implementation Department ACORD Standards Development Organization and Framework Department Participate in acord...19 Thank you...20 Addendum A Real Time Makes More $$$$.. 21 Addendum B - How Deep Customer Connections Can Help Addendum C - Agency Real-Time Best Practice Workflows and Implementation Strategies Addendum D - Has Your Company Stopped Sending Paper? Addendum E Agency Questionnaire c

4 Preparing for a Visit Nothing Happens unless the Sale is made The relationship between the carrier and the agent actually begins before the first account is ever sold. Actually, in most situations, whether a relationship even develops will be heavily based on the coverages the carrier can write and the technology capabilities of both parties. For agents to be successful may very well be heavily based on the degree of efficiencies they gain via partnering with a carrier that does business the way the agent desires. As the marketing rep is prospecting for new agency appointments, it is critical that they know not only the current technology capabilities of the agency but their future plans as well. The agent and carrier have a win, win relationship when a sale is made. The agent has provided a service to their client and the carrier has succeeded in securing the business. Independent agents provide their clients with choice and provide advice on the best options suited for their client s needs. AUGIE continues to encourage agencies to become more of a sales culture, versus a processing center. Through the initiative Real Time Makes More $$$$ (see Addendum A Real Time Makes More $$$$). Agencies are provided with information on how to broaden relationships with their clients, increasing their retention ratios and policies written per customer. This Productive Agency Visits document and the Real Time Makes More $$$$ document complement each other. In this document, we ll assist the carrier personnel in ensuring that they have a productive visit that will assist them in becoming a carrier of choice, who is known for being easy to work with. In the Real Time Make More $$$$, we provide assistance to agencies that want to learn successful tips on how to retain and sell to more clients. Be Proactive It s Your Business! As you prepare for your visit, call first in advance to verify a good date and time. Then set the agenda from the agency s perspective. What is the best use of their time, and how will the visit result in positive growth in the agency carrier relationship. The agenda should be developed and shared with the agency a minimum of week prior to the visit. Certainly, just stopping in to visit the agency will not allow the visit to have the full benefit for both the carrier and the agency. 1 Survey REAL TIME 2010

5 Potential agenda topics The following are potential topics for the agenda when you make your agency visit. Review typical business matters (e.g., premium volume, policy count, new product, rate, commission, contingency) and how our company will help you write more business. Overview of how your company will make it easier for the agency to work with our company. Overview and discussion on changes to coverages written by your company Review of the agency s current workflow with your company, and a competitor or two. Discussion on process improvement and assisting the agency in improving relationships with their client. This includes discussing how becoming a client service based organization and using that technology will impact the success of their agency. Who we may we visit at the agency Communicate who you would like to meet with at the agency. Secure names of the specific employees who need to know how to write more business with your company. Establish Ground Rules,what we may talk about Establish ground rules for meetings with the principals of the agency. Cover the permissible context of the subject matter with each staffer. Example: We would like to talk with the individuals who place business with us to see their workflow use a sample piece of new and/ or renewal business through the steps from the agency management system through your company portal. 2

6 Understand the agencies culture and technology opportunities Ensure that the agency feels like you know them. Investigate their website, if they have one and know the numbers (e.g., premium volume, policy count, new product, rate, commission, contingency). In addition discuss the hit ratio by class of business for the agency. If your company has not been successful with that agency, be prepared to ask the agency staff, e.g. CSRs, etc. responsible for placing the business. The goal is to find out if your company has the opportunity to quote and bind most of the agency business. Know why you are successful with the agency. Is it because You offer the coverage and service their clients need? They find it easy to work with your company? They are familiar with the way your company uses predictive analytics 2? Due to the prevalence of carriers using predictive analytics, this has changed the dynamics of the marketing reps and for the ability for the agency to know the type of business to target. In advance of the agency visit, offer to rate specific accounts using the predictive analytics model of your company. This will be a tremendous time saver for the agency staff and should be extremely productive and beneficial for the carriers. As your relationship grows with the agency, you ll learn more about Their culture Their use of an agency management system, if they have one. As well as if the agency is using the most current edition of their agency management system. Their participation in their community, vendor s user group, state associations, etc. The more you show them that their not just an account, the stronger your relationship and opportunity to work closer. 2 Predictive analytics encompasses a variety of statistical techniques from modeling, machine learning, data mining and game theory that analyze 3 current and historical facts to make predictions about future events. REAL TIME

7 Prior to the appointment Determine what information needed for all to review prior to the visit Are there pre-reads or research that you would like the agency to review and complete prior to the visit? Agency Questionnaire If your company needs basic demographic and other information about the agency, consider using the ACORD Questionnaire. A copy of the ACORD Agency Questionnaire form, is in Addendum E. The value of this form is that the agent provides consistent information about the agency to all the carriers servicing their business. Note that all ACORD static PDF forms are available to agents that belong to user groups or associations. If the agency needs assistance in securing the form, have them contact memberservices@acord.org To learn how the agents could secure access to the fillable version of the form, and any other form supported by your company through ACORD, contact memberservices@acord.org 4

8 Confirm the appointment through or letter to the agency owners/managers AUGIE recommends contacting the agency a second time, after you ve made the call scheduling the visit. This should be in the form of a confirmation or letter, one week prior to the visit. Date: To: From: Subject: Preparation for the visit to the agency visit on (date and time) Thank you for scheduling time for our visit. We appreciate the value of your time and want to ensure that your time will be used efficiently. The following is the agenda we agreed upon for the meeting. Agenda: (Enter information on the agreed upon agenda topics that have been suggested previously in this document.) (If pre-reads are provided, mention them and provide details on where the agency will find those pre-reads) (end the with a customized paragraph and your contact information) 5 REAL TIME

9 Checklist for preparing the Carrier Field Representative You ve done a lot of the preparation work to learn about the agency and the topics they d like to discuss during your visit. You may need to educate yourself to understand what your company has to offer. Below are some topics that you might want to investigate and understand. Industry Terms: Download allows the agency staff to use their system to maintain policy-detail information in a database which ultimately reduces the keystrokes required to perform this necessary service functions. Policy detail received from the carrier via download ensures that the agency policy-detail database matches what is in the carrier system and on the printed policy. By reducing keystrokes, agencies are saving staff time, which translates into saved dollars. Accepting a download daily ensures that the agency is synchronized with the carrier mainframe systems, minimizing their E&O exposure when communicating with their customers. Real Time Inquiry is the ability to click on a button from a client file in your agency management system to respond to your customer on a billing inquiry, claim inquiry or to review their policy. This provides a single workflow for servicing and/or rating and issuing a policy. Real Time Rating is a comprehensive tool that provides you access to multi-carrier, real-time rating functionality through either an agency management system or comparative rater or both that reduces the time agency staff would utilize entering data on various carrier websites. Real Time Endorsement Processing is currently a link to the specific page where the change will be made. The agency then wants the ability to transfer changed data from the agency management system directly to the carrier system and back. They want to secure an immediate acknowledgment that the change has been made. 6

10 Does your company make it easy to do business with your agency partners? How is the relationship between the agency and your company underwriting and/or claims staff? Does your company have an agency portal? Does your company partner 3 with the various agency management systems (e.g. Applied Systems, Hawksoft, QQ Solutions, Vertafore, etc.)? Does your company partner with rating vendors or rating aggregators (e.g. EZLYNX by Webcetera, Vertafore PL rater, etc.)? Have you reviewed The Independent Agent s Real Time Implementation Guide at To learn more, consider participating in AUGIE, ACORD or attending the agent s national and/or regional user group meetings. 3 Partner information may be found on 7 REAL TIME

11 During the Visit Listen to the agent about their workflow Are they able to describe how they gather the information from their client to then provide it to your company to write the business? As you learn more about their workflow, you learn how long it takes them to process business with your company. If they use the phone, , fax, rating system, agency management system, carrier s Web site, or a combination of all of them to place business with your company. Your goal is to learn if your company is easy for them to work with and thus easier for them to place business with. You also want to learn about the agencies corporate culture. Are they leveraging their employee s skills to ensure that their agency is growing? Do they monitor reports to track their success? Are they utilizing the agency website and social media? Do they provide their customers with real-time quoting capability to respond to their 24x7 insurance needs? Have they seen the Real Time Makes More $$$$ Guide? Educate, Compare, Demonstrate Be prepared to show the agency how they compare with agencies of similar size representing your company. As you listen, discover if your company may not be getting enough business because CSRs are finding it easier to work with other companies. Ask them to demonstrate how: The CSRs process new and renewal business with your company. Do the CSRs process business through their agency system, the carrier s Web site, or a combination of both. How the agency processes business with other carriers through their agency system, the carrier s Web site, or a combination of both. 8

12 Since often times, there are variances among carrier products, provide education / training on how your product compares to other carriers. This will be key for the agency to educate the customer on the differences. Providing this information will also greatly assist the agency in minimizing an E&O issue. If the agency is struggling with your carrier system, or agency management system that it connects to that connects your company system, arrange to have a company staff person skilled in the carrier technology, visit the agency to provide the necessary training. Agents determine the most efficient workflow and utilization of their time. One way for them to validate that efficiency is to use the free AUGIE Timer on in the AUGIE Resource tab to calculate the time it takes to do one workflow versus another. You too could use this timer to show how your company s technology saves the agency time. Maintaining an ongoing relationship is important to the success of working with the agency. Don t end the meeting without providing the contact information for all the staff at the company that may help with service. This should include the company automation specialist who can answer a question involving the interface process. Download Benefits Here are some benefits to the agency for implementing download: It eliminates the agency s processing backlog. Staff will not need to rekey data, eliminating the chance for manual input errors. The information in the agency management system is current and matches the policy detail from the carrier system. Download enables the agency to realize the workflow objective of relying on the agency management system as the primary source of the agency s information when communicating with your customer. The agency can focus on service and sales, not data entry. Scanning Today many agents scan most, if not all, of the paper documents received in their office. Scanning takes two primary forms Frontend and backend scanning. With Frontend scanning, the documents are immediately scanned and routed to the intended recipient, electronically, and processed via their computer. With backend scanning the CSR processes the document into their agency management system, as they normally do, and then prints a barcode to be placed on top of that document. When scanned the document is automatically attached to the appropriate client based on the barcode. To learn more about the benefit of scanning documents, encourage the agency to contact their system provider. 9 REAL TIME

13 Transactional Filing Transactional Filing or t-filing involves filing paper by date rather than by client. Filing in this manner does not eliminate paper and make the agency paperless. However, dependence on paper files is diminished, as is the duplication of work required to maintain both paper and electronic databases. To learn how your agency can benefit from Transactional filing, contact your agency management system provider. Paper-free A paper-free working environment is growing in popularity with agents. The reason is that more information may be shared by all employees regardless of where they are located as they respond to customer needs for claims processing, quoting and new business processing, as well as in general customer support for inquiries. Also the cost of the paper and storage space is reduced. Successful implementation of both personal lines and commercial lines download is essential to the ability of independent agencies and brokers to go paperless. If your company is offering download, validate that the agency is using it and then talk to them about taking the full advantage of the efficiencies available in the paperless environment. For more information, see Appendix D Verify that the Agency Staff are all on Board with Real Time and Workflow Efficiency It s all about process improvement and efficient workflow. Everyone needs more time; use of the agency management systems with download and real time capability has invested in will improve the agent s ability to service their clients. Go to and click on the link Learn About: Real Time Day

14 Follow Up with the agency after the visit If the agency needs more in-depth training on how to improve their sales with your company, download or real-time functionality, provide them with help. For instance, what type of webinar s, or face-to-face help may be available from your company? do you have an agency automation council? Consider broadening participation to include both agency principals and CSR s, to secure input on opportunities to improve functionality of your policy processing system. 11 REAL TIME

15 Do you work for a tech-savvy company? As agents are becoming more technically savvy and better utilizing the tools, they are selecting the carriers they want to work with versus waiting for carriers to appoint them. If your company isn t providing the functionality and isn t measuring up, you will lose market share. As the company s representative, you need to understand your company s technology offerings and be able to explain to the agency staff how to use them efficiently for the benefit of all parties involved including the client! In today s insurance marketplace, this is not just something nice for company personnel to know; rather, it is increasingly a critical part of their job. Industry Recognition Verify that your company is supporting the Real Time/Download Campaign. Go to for information about this all-industry effort. Find out if your company has received industry awards from the agency system user groups, independent agent associations or ACORD. For more information, contact memberservices@acord.org. Becoming the Carrier of Choice According to research 4, carriers have an opportunity based on the following basic premise: If you make it easier for your agents to write more business with you, they will. Does Make Business Easier (MBE) Matter? 99% of agents polled agree that How easy it is to do business with a carrier is critical to their decision about which carrier gets their business. Figure 1 illustrates these findings. Figure 1 5 : MBE is critical in agents buying decisions 4 DeepCustomerConnections.com, Copyright 2011 by Deep Customer Connections, Inc. All rights reserved 12

16 Industry Ratings Overview Through extensive research with agents, the following 11 factors have been identified and validated that comprise MBE: The carrier understands and acts on the needs of agency personnel. The carrier is responsive in underwriting. The carrier enables the agent to quote and issue policies without rework. The carrier is flexible in underwriting. The carrier provides timely, accurate policy services. The carrier provides effective, user-friendly technology. The carrier handles claims promptly. The carrier handles claims fairly. The carrier provides marketing support. The carrier provides insurance expertise and support. The carrier makes it easy for the agent to work with the policyholder.6 How to Win Profitable Business Research has found that agents consistently express a need for improvement in many areas, for example Underwriting Responsiveness and Flexibility. Agents want underwriters that are responsive, competent and demonstrate a problem-solving, can-do attitude. Research shows that agent ratings for carriers vary widely by factor. Weak ratings represent clear opportunities for improvement. 6 Copyright 2011 by Deep Customer Connections, Inc. All rights reserved, To learn more about Deep Customer Connections, 13 see Addendum B REAL TIME

17 Industry initiative to encourage efficient workflow Over the past five years, the adoption of Real Time has continued to expand and deliver outstanding benefits to agencies. This confirms the vision that Real Time offers these firms a more efficient and responsive workflow than navigating through various carrier portals. Consider what 3,110 agencies and brokerages told us in the campaign s 2011 agency Real time survey. Fully 63 percent of agency management system users employ real-time rating on comparative raters and management systems to access multiple carriers at once. This represents an increase of six percentage points over a similar 2010 survey. And the use of real-time rating tools for personal lines saves agencies an estimated 68 minutes per employee per day. About three fifths (62 percent) of those using real-time rating also use real-time inquiry and service transactions through management systems, most often for billing, policy and claims inquiries, but also for endorsement processing (55 percent for personal lines, 29 percent for commercial). Real-time inquiry and servicing are saving 50 minutes daily for those employees using the functionality, because the real-time tool can enter IDs and passwords automatically and it can either return the information directly to the management system or navigate precisely to the information on the carrier website. The business reasons for these efficient best practices workflows include increased sales and retention, elimination of manual dual entry (saving valuable time and potential costly entry errors), and improved quality and quantity of the agency s business. It s a win-win-win for the distribution channel, as agents close the deal quicker and can move on to other sales or service; carriers write quality business at a reduced servicing cost; and customers see value in reduced turnaround time. The use of Real Time can lead to real results for agents and carriers alike. Independent agents can spend less time pushing paper and manually entering data and more time on critical risk management and account reviews, maintaining a relevant role in the buying and servicing process. And Real Time is a modern workflow consumers have come to expect as they interact with other services and products. 14

18 Real Time Makes More $$$$ The industry is assisting the agents in becoming more sales culture oriented. AUGIE has developed a guide called Real Time Makes More $$$$$ guide is designed to provide step-by-step tools to help the agency accomplish a cultural shift. It presents a logical progression for firms that have found success with Real Time and offers a way to get each person in an agency or brokerage involved in marketing, sales and growth. For those agencies who have not yet made a commitment to Download and Real Time, after they review the Real Time Makes More $$$$$ guide they will understand even more reasons to get serious about embracing this initiative. The guide encourages agencies to start with a vision and then incorporate a variety of elements to create or re-create a sales culture within their organization. It also provides support for agents who like to and who used to sell but got caught up in other stuff. Key elements of the guide support proactive account development, cross-selling, up-selling, account rounding and updating client information, as well as agency delivery on client expectations. Ideas and detailed resources ranging from letters and scripts to client service agreements and suggestions on Web site functionality and search capabilities are provided within the guide. The relationship an agent has with their client is key. The independent agent assists the client in understanding what coverages they are buying and what assets they are trying to protect. Agents utilize a variety of tools to secure information that can assist their clients with understanding components of risk and how best to manage that risk. By making these risk management assessment tools readily available to agency staff, producers and CSRs alike are better positioned to be proactive. This guide includes information on a variety of these information gathering and risk assessment resources. As an added bonus, agencies that consistently use questionnaires and checklists are often eligible for E & O premium credit. Agents should be aware that there will always be a better price quoted on the internet or by the agency down the street. So, the successful independent agents succeed by providing tangible and intangible value to clients. To do that, you need information and time to build a relationship. You need a vision that includes Helping your client before the loss occurs. 15 REAL TIME

19 Field Reps taking initiative to educate their agents on why they are the carrier of choice Field marketing managers are known to be great advocates of their company s underwriting appetite, mix of business and service. They understand that service includes responsiveness to underwriting, inquiries and claims. But service also includes technology. Thus field reps who are aware of their company s technology and efficient workflow potential for agents, are improving their companies success for being the carrier of choice. According to the 2011 Real Time Survey, agents validated that utilization of the technology is beneficial. Agency Real-Time Best Practice Workflows And Implementation Strategies This is another document that provides guidance for carriers and vendors. Real Time has provided independent agencies and brokers with a major advance in workflow that is greatly benefiting many firms today. Agency vendors and carriers should be commended for the considerable progress they have made with Real Time over the last several years. The Real Time/Download Campaign formed a Real Time Agency Experience Work Group to identify the key distinguishing characteristics of real-time workflows provided by carriers and vendors that have resulted in the best agency experiences. The work group recommendations will continue to prompt industry discussion as to how Real Time should continue to evolve in the future as we move to the next phase in Real Time implementations. To Learn more about the Guide, see Addendum C 16

20 Some 7,500 independent agents answered a survey on carrier communications in 2006, leading to the Real Time campaign s launch that fall. They said their primary challenge was dealing with different proprietary company interfaces. That challenge was followed closely by duplicate entry, multiple IDs and passwords, and training agency staff on different carrier workflows. Real Time workflows were designed to ameliorate the challenges created by carrier portals. It enables agencies to work towards efficient, consistent workflows utilizing their system of choice. Today, carrier portals continue to play a role in enhancing some Real Time transactions and in providing additional information to agencies that is not otherwise available. But portals should not be seen by carriers as a substitute for implementing Real Time transactions for the many agencies which prefer to work through their agency management systems and comparative raters. 17 Survey REAL TIME 2010

21 ACORD s role ACORD is a not for profit association working toward the development of standards as a means to transact business between trading partners, streamline processes and reduce costs in our industry. ACORD s Global focus on implementation of the existing ACORD standards and the ACORD Framework, as well as its continued maintenance and development of the standards continues to bring efficiency to our industry. Implementation and Relationship building AUGIE (ACORD User Group Information Exchange) AUGIE has focused on the business perspective of the agent and carrier relationship for over ten years. Through documents like this Productive Agency Visits Guide and Real Time Makes More $$$$, we communicate why the implementation of standards and the use of systems that utilize those standards bring efficiency to the industry. In addition, as opportunities to expand or improve the standards are discussed during AUGIE meetings, we feed that information to the ACORD Standards development process. ACORD Relationship and Implementation Department In 2012, ACORD formed the Relationship & Implementation Services Department to provide a safe haven for the industry to have conversations and receive direction on how to become engaged with ACORD and industry initiatives. This new department exists to encourage implementation of Standards, engage the industry in meaningful dialog to understand and identify opportunities for the future of ACORD in the industry. ACORD Standards Development Organization and Framework Department Since 1970 ACORD been developing and maintaining a robust library of assets which include: Forms Transaction Specifications AML, XML and AL3 messaging standards Framework Organizations currently participate in Standards Development to create or enhance a specific part of the Standards, or Framework. Once the Standard or Framework artifacts are published, implementation begins! 18

22 Participate in ACORD Get Set Up Register for your user name and password on View your My ACORD to learn how you are connected with ACORD Join the AUGIE Teams Working Group AUGIE participants communicate with each other throughout the year using a network called teams.acord.org. The Teams AUGIE group lets you share documents and s with those having a common interest. Once you have as user name and password, send an to workinggroups@acord.org and ask to be added to AUGIE on teams.acord.org. Once you ve been added to AUGIE on teams, you ll have access to a lot of functionality. Monthly Communication Calls If you want to hear about AUGIE s initiatives, join us on the open call, held the third Tuesday of each month at 3:00 p.m. Eastern Time. AUGIE Priorities Review the AUGIE Priority document posted on under the AUGIE Resource tab 19 Survey REAL TIME 2010

23 Thank you Thank you for your time in reviewing this information. As stated in the beginning of the Document, it has been written to help you improve the relationship with the agency. Now it s up to you! 20

24 ADDENDUM Addendum A Real Time Makes More $$$$ This document is posted on Addendum B - How Deep Customer Connections Can Help 7 Deep Customer Connections specializes in surveying agents for Property and Casualty carriers. Through conducting carefully crafted surveys and results analysis encompassing both quantitative and qualitative data, they can help you learn: How your company can make it easier for agents to place business with you. How your ratings change over time; in which areas you are improving or falling behind. How you compare with key competitors and benchmark groups; in what factors you have competitive advantages or disadvantages. How your ratings vary by geography, by line of business and other demographics that you use to manage your business. How to identify your greatest strengths and opportunities for improvement. Addendum C - Agency Real-Time Best Practice Workflows and Implementation Strategies This document is posted on Addendum D - Has Your Company Stopped Sending Paper? Note that widespread use of carrier downloads by agencies also enables the carriers and agencies to gain efficiencies by turning off the paper. Both parties benefit by replacing paper with electronic information. The information in the system reduces the need for company staff to respond to agent calls for information. As a field rep, it is important to review the technology agreement with the agency staff as you help them take the first step towards turning off the paper. Go to and review the documents posted under Download Resources/Tools. 7 To learn more about how Deep Customer Connections can help you to measure and improve your MBE performance in order to achieve your 21 goals, contact them at mailbox@deepcustomerconnections.com or REAL TIME

25 Addendum E - Agency Questionnaire AGENCY QUESTIONNAIRE DATE (MM/DD/YYYY) AGENCY NAME AND ADDRESS PRIMARY CONTACT: FISCAL YEAR END: PHONE (A/C, No, Ext): NATIONAL PRODUCER #: FAX (A/C, No): CONTRACT #: ADDRESS: WEBSITE ADDRESS: FEIN: CITY POPULATION: E&O CARRIER: EXP DATE: LIMITS EA CLAIM $ EA OCC $ AGGREGATE $ LEGAL ENTITY COMPANY REQUESTING SURVEY SEND COMPLETED SURVEY TO: INDIVIDUAL PARTNERSHIP CORPORATION SUBCHAPTER "S" CORP LLC AGENCY PREMIUM / MIX OF BUSINESS SUMMARY TOTAL PREMIUM VOLUME PERSONAL LINES PERCENTAGE COMMERCIAL LINES PERCENTAGE LIFE & HEALTH PERCENTAGE $ % % % # OF AGENCY LOCATIONS # OF AGENCY EMPLOYEES STATES AGENCY PROFILE (PRINCIPALS, MANAGERS, CSRS, PRODUCERS) (Attach additional sheets if more space is required) NAME / TITLE / ADDRESS HIRE DATE PROFESSIONAL DESIGNATIONS LICENSE NUMBER(S) STATE NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: ADDRESS: NAME: TITLE: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: LIFE & HEALTH: P&C AGENT: P&C BROKER: ADDRESS: LIFE & HEALTH: AGENCY / BRANCH OFFICES AGENCY #: BRANCH #: PRIMARY CONTACT: FISCAL YEAR END: NAME AND ADDRESS PHONE (A/C, No, Ext): NATIONAL PRODUCER #: FAX (A/C, No): CONTRACT #: ADDRESS: WEBSITE ADDRESS: FEIN: CITY POPULATION: E&O CARRIER: EXP DATE: LIMITS EA CLAIM $ EA OCC $ AGGREGATE $ AGENCY #: BRANCH #: PRIMARY CONTACT: FISCAL YEAR END: NAME AND ADDRESS PHONE (A/C, No, Ext): NATIONAL PRODUCER #: FAX (A/C, No): CONTRACT #: ADDRESS: WEBSITE ADDRESS: FEIN: CITY POPULATION: E&O CARRIER: EXP DATE: LIMITS EA CLAIM $ EA OCC $ AGGREGATE $ ACORD 812 (2006/02) Page 1 of 3 ACORD CORPORATION

26 AGENCY PREMIUM / MIX OF BUSINESS LOSS INTERFACE (Check all that apply) COMPANY COMMERCIAL LINES VOLUME RATIO DOWN- LOAD UP- LOAD REAL TIME WEB SITE $ % $ % $ % INTERFACE (Check all that apply) COMPANY PERSONAL LINES VOLUME DOWN- LOAD UP- LOAD REAL TIME WEB SITE $ % $ % $ % INTERFACE (Check all that apply) COMPANY LIFE / HEALTH VOLUME DOWN- LOAD UP- LOAD REAL TIME WEB SITE $ % $ % $ % TECHNOLOGY INFORMATION AGENCY AUTOMATION SYSTEM USER GROUP(S) YES NO VENDOR NAME MODEL (Local, ASP) # USER WORKSTATIONS SYSTEM NAME VERSION MINIMUM SYSTEM SPEED SERVER OPERATING SYSTEM BROWSER BROWSER VERSION NAME: NAME: DO YOU PAY TECHNICAL SUPPORT? DESCRIBE OTHER SUPPORT ACTIVE MEMBER? ACTIVE MEMBER? DATE LAST PATCH INSTALLED: DATE LAST VERSION UPGRADE WAS INSTALLED: AGENCY AUTOMATION SYSTEM USER GROUP(S) YES NO VENDOR NAME MODEL # USER SERVER OPERATING ACTIVE (Local, ASP) WORKSTATIONS SYSTEM NAME: MEMBER? NAME: ACTIVE MEMBER? SYSTEM NAME VERSION MINIMUM SYSTEM SPEED BROWSER DO YOU PAY TECHNICAL SUPPORT? BROWSER VERSION DESCRIBE OTHER SUPPORT DATE LAST PATCH INSTALLED: AGENCY STAFF THAT PARTICIPATES REGULARLY IN DAY-TO-DAY USE OF AGENCY AUTOMATION SYSTEM FOR SALES AND/OR SERVICE DATE LAST VERSION UPGRADE WAS INSTALLED: CSRs PRODUCERS CLAIMS ACCOUNTING MANAGEMENT TYPE OF CONNECTION TO INTERNET DSL T1 FRACTIONAL T1 CABLE DIAL-UP RATING VENDOR NAME RATING SYSTEM NAME KEY AGENCY IT CONTACT(S) ADDRESS(ES) GENERAL INFORMATION 1. DOES EVERY EMPLOYEE IN YOUR AGENCY HAVE A WORK STATION WITH ACCESS TO: a) INTERNET PLEASE EXPLAIN "NO" RESPONSES IN REMARKS. b) c) AGENCY AUTOMATION SYSTEM 2. DOES YOUR AGENCY INPUT POLICY AND TRANSACTIONAL DETAIL FOR ONLY SPECIFIC TYPES OF BUSINESS? IF "YES", EXPLAIN IN REMARKS. 3. DOES YOUR AGENCY PLAN ON CHANGING YOUR AGENCY AUTOMATION SYSTEM VENDOR WITHIN THE NEXT YEAR? IF "YES", EXPLAIN IN REMARKS. REMARKS (Attach additional sheets if more space is required) ATTACHMENTS YES NO ACORD 812 (2006/02) Page 2 of 3 23 REAL TIME

27 AGENCY LICENSE NUMBERS AGENCY # BRANCH # AGENCY / BRANCH NAME LICENSE NUMBER STATE ACORD 812 (2006/02) Page 3 of 3 24

28 New York Two Blue Hill Plaza P.O. Box 1529 Pearl River, New York USA Tel.: Fax: London London Underwriting Centre Suite 1/3, 3 Minster Court Mincing Lane London EC3R 7DD Tel.: +44 (0) Fax: +44 (0)