Information for Independent Agents About the GM Auto Program

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1 Information for Independent Agents About the GM Auto Program Introduction We value our relationships with, and have a long-standing commitment to, our independent agent force. We appreciate that you are responsible for approximately 1/3 of our premium and new sales. We view the independent agent distribution channel as a key foundation to our success. In fact, this patented and exclusive program was presented to us by an independent agent. At MetLife Auto & Home, our strategies, past, present, and future, leverage multichannel distribution systems, providing options for customers in the way they purchase their insurance products. We have always strived to integrate our distribution channels and to provide synergies to make them each stronger. For example, we have both independent and captive agents serving as local agents on-site at our group accounts. We also provide leads to agents that are generated on-line or through direct mail. As we work through our program strategy over the coming months, we will consult with our agent advisory panels, incorporating their perspectives as appropriate. We hope the following program overview will answer most of your questions and alleviate many of your concerns. Should you have additional questions, we encourage you to speak to your Regional Sales Manager or to contact the Agency Response Center (ARC) at Program Description General Motors is introducing this sales promotion for all new 2010, 2011, and 2012 Chevrolet, Buick, Cadillac, and GMC vehicles. The pilot program is running in two states, Oregon and Washington, for 60 days beginning July 6, During this promotion, purchasers or lessees of each eligible new vehicle will be provided with an automobile insurance policy, paid for by GM on behalf of the customer. The cost of the insurance is not added to the price of the car. It is paid from GM s sales promotion budget and is not charged in the price of a specific vehicle. The Manufacturer s Suggested Retail Price of a participating vehicle is not impacted whether or not the customer participates in the program. In this respect, the program is similar to other standard features and benefits offered by various car manufacturers, e.g.,

2 complimentary maintenance, introductory subscriptions to OnStar or Sirius, free gas cards, etc. Customers may choose at their own expense to retain their existing insurance or to purchase insurance from a different company. In that case, the MetLife Auto & Home policy will provide excess coverage. Customers may also decline to participate in the program. Customers who decline to participate do not receive a credit against the cost of the car, since the cost of the insurance is not included in the price of the car. Participating customers are not subject to traditional underwriting criteria. The only eligibility requirements are that the customer have a valid driver s license; that the new vehicle be registered in a state where the program is in effect; that the vehicle not be primarily used for commercial, fleet, or livery purposes; and that the new vehicle be one of the makes and models designated by the manufacturer as eligible for the program. All qualified individuals may participate, providing equitable treatment for all similarly situated customers. The Program Policy The program offers basic and enhanced coverage options. The basic coverage option ($100,000 / $300,000 / $50,000) is paid for by GM and exceeds state minimum requirements. The enhanced coverage option ($250,000 / $500,000 / $100,000) is available to those desiring even higher limits for an additional premium payable by the insured. Coverage details are provided in the FAQs. Program policies are issued for an annual policy term and remain in force for the annual policy period provided the customer continues to own or lease the vehicle, maintains a valid license and resides in a state where the program is approved. If the customer no longer has an interest in the vehicle (e.g., the vehicle is sold or repossessed), the customer should request that the policy be cancelled. If the policy is cancelled for any reason, only the unearned premiums paid by the insured for the enhanced coverage will be refunded to the insured. The customer will not be refunded unearned premiums paid by GM for the basic coverage. Process Overview All insurance acts are performed by MetLife Auto & Home. Policy issuance is initiated by us when the dealership provides us with information regarding the vehicle purchase or lease. The dealer does not ask any underwriting or coverage questions, and does not gather or provide any information that is not already part of the vehicle purchase or lease process. The customer is referred to/contacted by the MetLife Auto & Home Sales and Service Center, prior to issuing the policy, and our licensed customer service representatives address and answer all coverage questions. Customers may call the Service Center at the point of sale or they may call us later. MetLife Auto & Home delivers the policy direct to the insured. At the dealership, only a binder is printed on the day of the vehicle sale or lease, along with a Welcome 2

3 Package (welcome letter, insurance binder, FAQs) directing the customer to call the Service Center. The customer must direct any questions about policy coverages and limits to MetLife Auto & Home. If a customer does not call us, we will contact the customer within 3 days of the sale or lease to discuss the program prior to issuing the policy. Renewals Approximately days prior to the expiration of the program policy term, MetLife Auto & Home will notify the customer of the pending expiration date and discuss available options for continuing their coverage, which may include a new policy term written with MetLife Auto & Home. Renewal policy terms will be issued at the customer s expense and are subject to traditional rating and underwriting practices. If the customer was a pre-existing MetLife Auto & Home customer, we will work with the customer and agent to add this vehicle back to the original policy and to the original agent. If we are unable to offer the customer a MetLife Auto & Home product, we will work through other channels such as the agent/broker who brought us this program, the MetLife Auto & Home Insurance Agency, Inc., and local agents. FAQs Pilot Program Logistics Q) What is the program? A) As part of a new auto sales program, qualifying customers who purchase or lease new 2010, 2011, or 2012 GM vehicles (Cadillacs, Buicks, Chevrolets, or GMCs) will receive MetLife Auto & Home auto insurance paid for by GM for one full year. Q) How long does the pilot run? A) The pilot program runs from July 6 to September 6, 2011, in Oregon and Washington. Q) Who qualifies for this program? A) Customers who purchase or lease new 2010, 2011, or 2012 GM vehicles (Cadillacs, Buicks, Chevrolets, or GMCs) and take delivery from July 6 to September 6, 2011, qualify for the program, if they meet the following criteria: The operator must hold a valid driver s license; The vehicle must be registered in one of the pilot states; and The vehicle cannot be primarily used for commercial, fleet, or livery use. Q) What is meant by commercial, fleet, or livery use? 3

4 A) This is no different than restrictions on commercial use that are otherwise common in the industry. In general, use is considered commercial use, and therefore excluded, if the vehicle is registered as a commercial vehicle, or is used to: a. transport any goods or supplies to others for a fee, b. carry people in the car for a fee (e.g., like a taxi service), or c. is purchased or leased as part of a fleet or used as part of a fleet. Q) How are the individual characteristics of the car buyer (e.g., driving record, gender) factored into the premium? A) We are using filed and approved rates. In some states, that will require consideration of individual characteristics, such as a customer s driving history. In other states, rates have been broadly averaged, using loss experience obtained from the Insurance Institute for Highway Safety s HLDI data for all new makes and models, so the premium is the same for every participant. Q) Who pays for the coverage? A) The auto insurance policy with basic coverage is paid for by GM. If a customer requests the enhanced coverage option, which includes higher liability limits, the customer is responsible for the cost of the enhanced coverage option only. Q) How long is the policy term? A) All policies included in this program have an annual one-year term. Q) What if a GM vehicle were purchased or leased just prior to the pilot start date? A) Customers must take delivery of the vehicle from July 6 to September 6, 2011 to be eligible for the program. Q) Does the pilot exclude any GM makes or models? A) All new 2010, 2011, or 2012 Cadillac, Buick, Chevrolet, and GMC vehicles are eligible, provided, the vehicle is not primarily for commercial, fleet, or livery use. Q) Can people in states other than the pilot states participate in the pilot? A) The program is available to qualified customers who purchase/lease eligible cars and intend to register them in states where the program is offered, regardless of the location of the dealership. Customers purchasing/leasing cars from dealers in nonprogram states who register the cars in a participating state may contact our Call Center directly to participate. Q) Can customers use their own insurance agents/companies and decline to participate in the program? A) Yes, customers may decline to participate. Customers can choose to either: 4

5 Take full advantage of the basic coverage option (paid by GM) and not add this vehicle to their existing auto insurance policies; or Continue their existing agent/carrier relationships by adding their newly purchased/leased vehicles to their existing policies, continuing to pay their insurance premiums to that carrier, and opting out of this program. Q) If a customer declines to participate, does the customer receive a rebate from GM for the cost of the insurance or a reduction in the price of the car? A) No. The policy is paid for by GM on behalf of the customer and there is absolutely no cost passed on to the customer. The Manufacturer s Suggested Retail Price of a participating vehicle is not impacted by the program and is the same whether or not the customer participates in the program. Therefore, there is no rebate or price reduction if a customer declines to participate. Q) What is the role of the dealer? A) Virtually none. When an eligible vehicle is purchased or leased, a Welcome Package is provided directing the customer to contact the MetLife Auto & Home Sales and Service Center, which is staffed with licensed representatives. These representatives explain the program, answer insurance coverage questions, and gather any additional information necessary to issue new business, all prior to issuing the policy. The dealer only collects information needed for the sale of lease of the car and confirms it is not for commercial, fleet, or livery use. Dealers do not discuss or advise on the terms and conditions of the insurance being provided. Coverage Questions Q) What coverage limits are included in the program? A) The policy being offered provides new GM owners/lessees with a MetLife Auto & Home auto policy form with a special endorsement, which may vary by state. The policy includes: Bodily Injury Liability* Property Damage Liability* Medical Expense or Personal Injury Protection* Uninsured/Underinsured Motorists Coverages* Collision Comprehensive Towing and Labor* Substitute Transportation* *Enhanced coverage option includes higher limits and glass deductible buyback. The policy also provides MetLife Auto & Home s Coverage Plus SM coverages (Replacement Cost for Total Loss, Replacement Cost for Special Parts, and Enhanced Rental Car Damage Coverage). Customers also receive Identity Protection Services, where available. 5

6 In the Oregon and Washington pilot, program policies are issued with the following basic coverage limits: Basic Coverage Option Bodily Injury Liability Property Damage Liability $100,000 per person / $300,000 per occurrence $50,000 per occurrence Medical Expense or Personal Injury Protection (varies by state) Oregon includes PIP Medical Expense limit of $15,000 per person Washington includes PIP Medical Expense limit of $10,000 per person Uninsured Motorists / Underinsured Motorists (varies by state) Oregon Uninsured / Underinsured Motorist Bodily Injury $100,000 per person / $300,000 per accident Property Damage $50,000 per accident Washington Underinsured Motorist Bodily Injury $100,000 per person / $300,000 per accident Property Damage $50,000 per accident Comprehensive Collision Towing and Labor Substitute Transportation Enhanced Coverage Option Bodily Injury Liability Property Damage Liability $500 Deductible $500 Deductible $50 per occurrence $25 per day / $750 per occurrence $250,000 per person / $500,000 per occurrence $100,000 per occurrence Medical Expense or Personal Injury Protection (varies by state): Oregon includes PIP Medical Expense limit of $25,000 per person Washington includes PIP Medical Expense limit of $35,000 per person Uninsured Motorists / Underinsured Motorists (varies by state): Oregon Uninsured / Underinsured Motorist Bodily Injury $250,000 per person / $500,000 per accident Property Damage $100,000 per accident Washington Underinsured Motorist Bodily Injury $250,000 per person / $500,000 per accident Property Damage $100,000 per accident Comprehensive Collision Towing and Labor Substitute Transportation Glass Deductible Buyback $500 Deductible $500 Deductible $100 per occurrence $40 per day / $1,200 per occurrence Q) How is the program designed to meet individual customer needs? 6

7 A) The program offers customers the flexibility to tailor their coverage limits based on their individual needs. This is part of the role of our Sales and Service Center. We expect the basic coverage option will meet the needs of most customers. For customers who desire higher liability limits, they can purchase additional coverage through our enhanced coverage option, or by purchasing a PELP policy. Q) Will my client still qualify for a multi-policy discount or multi-vehicle savings, if I wrote the original auto policy and/or a home policy with MetLife Auto & Home? A) Yes. Your client will continue to receive discounts, such as the Home Policy Plus Discount and/or multi-vehicle savings, if a new auto insurance policy is obtained as part of the pilot program. Q) Will the new GM vehicle still qualify for multi-vehicle savings? A) Yes, if applicable, both vehicles would qualify for multi-vehicle savings. Q) If a customer already has a MetLife Auto & Home auto policy and adds a program policy, how do the policies respond when the insured and a family member borrow or rent a non-owned vehicle? A) A customer who rents or borrows a vehicle is covered. In addition, if the insured uses a commercially rented vehicle and incurs a covered physical damage loss, our Enhanced Rental Car Damage Coverage can provide additional protection at no additional cost. This is true even if the customer has concurrent coverage with another carrier or has multiple vehicles insured by another carrier. Q) If a customer has an umbrella policy with another carrier and adds a program policy, how will the umbrella policy respond to claims to an auto insured under another personal auto policy? A) Customers will need to add their new vehicles to their umbrella policies. When customers contact our Call Center, we will encourage them to discuss this vehicle and the program with their current carrier or agent. If the current carrier requires the underlying vehicle to support the umbrella policy, and will not include this vehicle on the umbrella policy, we offer a policy that can support that need. Q) If a customer has an auto policy with another carrier and adds a program policy, how do the policies respond if a loss occurs within a few days of the program policy being issued? A) Generally, policies cover newly added vehicles for thirty days after acquisition. However, if the other carrier s policy extends coverage, our policy would be excess. If not, ours would be primary. Commission Questions Q) What if one of my current MetLife Auto & Home customers purchases a GM vehicle during the pilot? 7

8 A) The auto insurance for the customer s new GM vehicle is written on a separate annual policy and included in the program. At the end of the one-year term, that business is assigned to you, and you are treated as the original writing agent. During the year that your customer receives insurance through this program, you will be compensated at your normal commission rate. Q) Would I receive a commission if I had a customer whose auto insurance policy was written with another carrier but is now, as a result of the pilot, insured with MetLife Auto & Home? A) No, you would only receive commission for the program policy if the customer had an existing auto insurance policy which was written by you with MetLife Auto & Home. Q) Who do I contact if I believe I am entitled to a commission, but have not received it? A) Contact the Commission Team at Select prompt #1, then prompt #2. Q) What, if any, compensation will I receive when a prior non-metlife Auto & Home customer chooses to move her business to MetLife Auto & Home at renewal? A) If a customer had a policy with another carrier before participating in the program, and, upon renewal of the program policy, chose to move to MetLife Auto & Home and stay with the current MetLife Auto & Home-appointed agent, MetLife Auto & Home would pay that MetLife Auto & Home agent an incentive to facilitate the move. Q) Will program policy premiums and program policy losses will count toward the agent's book of business and against his/her loss ratio in year one? A) No. Even though independent agents get commission for the program policies, the premium and losses for the first year roll up to their own source code and not the agent's. Existing MetLife Auto & Home Policyholders - Processes Q) How am I notified if my client is a MetLife Auto & Home policyholder and is now participating in the pilot program? A) When a current MetLife Auto & Home policyholder participates in the pilot program, the agent of record is notified by phone or . Q) My client was a MetLife Auto & Home policyholder with only one vehicle on the policy, which was traded in for a program vehicle. What happens to the original MetLife Auto & Home policy? A) The existing policy is cancelled, any refund due is provided, and a program policy is issued. 8

9 Q) My client was a MetLife Auto & Home policyholder with multiple vehicles on the policy, one of which was traded in for a program vehicle. What happens to the original MetLife Auto & Home policy? A) The auto policy remains in force due to the other vehicles on the policy that are not included in the program. The client will have two separate policies. Q) My client has a MetLife Auto & Home PELP policy and his/her original auto policy is now cancelled by participating in the program and a new program policy is issued. How should I handle this? A) The new vehicle will be added to the customer s existing PELP policy on ARS. Non-MetLife Auto & Home Policyholders - Processes Q) How will I be notified if my client is not a MetLife Auto & Home policyholder and is now participating in the pilot program? A) Clients of independent agents are instructed to call their agents. Q) If my client has an auto policy with another carrier, how does a program policy affect that existing coverage, especially any multi-policy discount or a PELP or umbrella policy with another carrier? A) Participation in this program does nothing to the customer s policy with another carrier. There may be instances, however, based on the other carrier s filings, where the client would become ineligible for a multi-car discount applicable to the first car. Clients who prefer to keep their current policies should inform you or the current insurance company of the new vehicle purchase or lease and continue to make regular insurance payments to that company. Concurrent coverage will exist if the client decides to participate in the program. Customers are instructed to contact their individual agents for specific details and information about existing coverage. Miscellaneous Questions Q) Who will these customers call for service? A) Customers can contact CSSG for customer service at for service, or to report claims. Q) Who may I (the agent) contact with questions about this program? A) Speak to your Regional Sales Manager (RSM) for general questions, or contact the Agency Response Center (ARC) at (Questions specific to individual program auto policies will be referred by ARC to CSSG for customer service.) 9

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