Communications and External Affairs Update

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1 Communications and External Affairs Update Consumer Services Committee Christine Ashburn Vice President Communications, Legislative & External Affairs

2 Public Education Responsible for creation of consumer-focused brochures and flyers on corporate initiatives and insurance basics. Ensure all brochures translated into Spanish. Updated look of Are you Prepared for Storm Surge/Flood Loss? Depopulation Choices #PocketSense How Reinsuance Makes PocketSense #PocketSense Hurricane Assessments: Don t Get Caught Paying More Than the Jonses #PocketSense The Property Insurance Clearinghouse: Providing New Options for Florida Homeowners The Property Insurance Clearinghouse: Finding Coverage Options Citizens Homeowners Policies: Types of Coverage How Did My Citizens Policy Get Selected for Takeout? Who Will Pay Citizens Assessments After the Next Hurricane? Hurricane Season is Here. Are You Prepared? Be Prepared. Save Money! Florida s 2014 Hurricane Preparedness Sales Tax Holiday What s in Your kit?

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4 Outreach Promoted the Public Education and Outreach division through increased participation in community events and by accepting invitations as panelists at industry conventions Audience reach for 2014: 4673 people Includes 8 legislative Office Hours events Attendance fluctuations are due to seasonality of requests. Many homeowner associations hold large meetings in the late Winter/early Spring for their seasonal residents. Requests typically drop off near the end of the year due to holiday and end-of-year wrap up activities Event Attendance

5 Mailers Initiated work for standing contract for postcard mailers and coordinated procurement process with the Purchasing Department Allows Citizens to send out important messages to policyholders via postcard notification Three vendors participate on the contract. Work is assigned based on production schedule availability. Price is set with each vendor based on postcard size and established cardstock options Developed mailer for policyholders potentially affected by permitting change in Coastal Construction Control Zone (held due to extension passed in 2014 session) Developed Depopulation awareness postcard production postponed until further notice due to timelines for brochure release Coordinated production and delivery of mobile/manufactured home alternative valuations for Coverage A mailer

6 Customer Correspondence Received and responded to nearly 12,000 items in % were processed within established turn around times Quality standard increased from 95% to 97% in May Year end Quality score was 99%. The Team exceeded the turnaround time standards for all four types of correspondence, i.e., Department of Financial Services, direct- , direct-correspondence, and Legislative/Executive/Board of Governors each month.

7 Technical Education and Communications In 2014, There were 69 total communications sent to agents and policyholders Agent Technical Bulletin - 24 Informational Training Bulletin - 10 Agent Direct s - 19 Knowledge Base was promoted to Agents as a resource Knowledge Base is a 365/24/7 resource for agents and staff. It provides a variety of questions and answers regarding all aspects of Citizens processes. Users can ask questions, search for answers and provide feedback. Content in Knowledge Base increased from approximately 450 to 700 answers Redesigned and reconfigured internal announcements for staff to make them more user-friendly, informative and provide Knowledge Base references

8 Communications Approximately 1,400 communications projects/tasks either in progress or completed as of December 31, 2014 Provided planning, writing, editing, graphic design and photography services for the following projects: Core Program/Citizens Insurance Suite Property Insurance Clearinghouse Microsoft Office 2013 update HR initiatives/employee activities The Citizens Brand and Style Guide went live, and additional sections are being added Participated as part of the project leadership in the planning for and work on the external website replacement project

9 Media Relations Edited and coordinated release of 31 Press Releases Finalized and coordinated publication of Opinion Editorials o Litigation Expense Needed o Citizens Enters 2014 Hurricane Season in Best Shape Ever o Consumers/Agents Communication Critical o Citizens in Position Next Year to Handle Storm of the Century Without Taxpayer Help Organized on-camera/live interviews of Citizens executive team members with state, national and international press including o A.M Best TV o Korean Public Television o Bermuda Reinsurers o Bloomberg, Reuters o Wall Street Journal o Capital News Service o WLRN and WFSU Public radio stations o News Service of Florida, WCTV, WTSP, First Coast News o Trade and general interest press Broadened the reach of the Citizens Advisor, beyond Board of Governors, Cabinet, Senate and House of Representatives to include other major industry stakeholders

10 Strategic Planning Citizens Strategic Plan Coordinated 2014 Strategic Plan editing and design o Final plan completed and released on website o Updated Mission/Values/Goals section on website to conform with new Strategic Plan Developed Strategic Communications Media Plan and coordinated its implementation Developed and Launched PocketSense communication strategy o PocketSense branded infographics Depopulation Choices How Reinsuance Makes PocketSense Hurricane Assessments: Don t Get Caught Paying More Than the Jonses o PocketSense Branded Press releases Clearinghouse Led Communications and Training project team, coordinating all training and communications for the clearinghouse project. Serve as intermediary between project development team and communications and training team Successfully coordinated January launch of Clearinghouse from a communications and training perspective o Regularly update website with new information and materials Clearinghouse Renewals o Developed Communications and Training Launch Plan o Developed Renewals Website Information o Developed Renewals Consumer Brochure infographic and process flow o Updated 75-day letter to include CH renewal language o Drafted CH-related non-renewal notice o Drafted CH offer letter for policyholders who receive offers but are eligible for renewals o Coordinated Renewals Agent Training and Communications o Update website and communications as needed

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12 Social Media Expanded Citizens social media reach and activities: End-of-year snapshot: Aggregate Twitter follower increase of 192% 12/31/14 Total 974 followers» Total on 1/1/14: 334 followers 417 followers; 374% follower increase» 1/1/14: 88 followers 215 followers; 117% follower increase» 1/1/14: 99 followers 342 followers; 133% follower increase» 1/1/14: 147 followers Overall Facebook like increase of 38% 12/31/14 Total Likes 724» 1/1/14: 525 likes Facebook Twitter News Twitter Main Twitter Agents Expanded effort to reach agents through social media: Provided social media awareness article for publication in agent newsletters Created break slide listing all social media accounts to be used during agent training presentations Specific targeted messages for agent community to promote upcoming events and published materials

13 #Insurance101 Developed and launched Insurance 101, an ongoing series of plain language explanations of Basic insurance concepts and Citizens coverages. Featured in Citizens Advisor and on Social Media: o Insurance 101 is a consistent engagement performer with an average of 20 shares per post on Facebook. o Published: Why is my Coverage A more than my mortgage? What is Covered by Coverage B Other Structures? How much Contents coverage should a homeowner have? What is Covered by Coverage D Loss of Use? What s the Difference between Actual Cash Value and Replacement Cost? Why does my policy include Personal Liability coverage (Coverage E)? What types of homeowners insurance policies does Citizens offer? What is Inflation Adjustment?

14 2015 Priorities Build out a robust project plan to continue integrating all facets of communications into Citizens enterprise projects Remain engaged on corporate strategic planning efforts to help inform employees, policyholders and stakeholders in a timely fashion o Promote improvements in the Citizens takeout process o Continue education regarding potential of assessments on policyholders in light of reduced exposure and increased reinsurance/surplus o Increase awareness about Citizens successful sinkhole remediation program and litigation strategy o Explain rationale for potential rate hikes, if they are proposed, based on riskier book of business o Inform policyholders and agents about additional valuation methods available to mobile home owners Focus messaging on feedback results: providing information that serves our policyholders and stakeholders. Publish the information they want to hear and educate on the topics most queried. Improve corporate communication by publishing opinion editorials by Citizens Executive Leadership Team and Board of Governors on multiple platforms (newspapers, online letters to the editor, social media) Continued improvement of crisis communications to employees, agents, policyholders, stakeholders and public o Integration of messaging via social media channels to expand information reach Continued participation at industry conferences as panelists and informational resource

15 2015 Priorities Comprehensive communications support for key corporate initiatives (fraud awareness, talent recruitment and retention, agent and policyholder services, exposure and policy reduction, etc.) o Provide all-inclusive communications support for the Jacksonville office move o Inform policyholders and agents of the upcoming clearinghouse Dwelling Policy release Review Resource Library to bring all publications up-to-date in both content and design Develop new consumer-focused brochures and flyers on trending topics o Step-by-step Guides How to file a Claim (non-catastrophe and catastrophe specific) How to create a home inventory o Process Overviews Clearinghouse renewal process Lines of business in Clearinghouse o Informational Roof maintenance and tips Types of inspections (home inspection vs four point inspection) Focused community visits to connect with our policyholders (Homeowners Association and Mobile/Manufactured Homeowner neighborhood meetings) allowing us to address the issues region by region Explore additional partnerships with external stakeholders on educational events (Weather Ready Nation Ambassador, hurricane preparedness, mitigation awareness)

16 2015 Priorities Continued development and launch of external and internal website redesigns o Partner with business units across organization to ensure proper tools for educating, informing and serving policyholders and stakeholders are included o Monitor project progress to maintain on-time deliverables Transition all FAQs from website to Knowledge Base content Improve and develop divisional policies and procedures for business processes o Recommend changes to improve efficiencies o Establish and communicate procedures at project outset o Areas of focus in 2015: Social media curation and potential expansion Video contracting for website/social media Policyholder postcard mailings Consumer Correspondence Partner with supporting business units to identify root causes of customer service related complaints and inquiries, and communicate with appropriate departments to identify opportunities to improve internal processes Support Depopulation and Clearinghouse expansion when responding to customer correspondence Support social media initiative by providing efficient service (within one business day) when responding to customer inquiries on Twitter and Facebook Continued emphasis on successful reduction in response times for consumer complaints

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