Small Commercial Appetite & Product Guide

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1 The Hanover UPDATED 2011 We have a big appetite for small business. Small Commercial Appetite & Product Guide

2 Table of Contents Workers Compensation Guidelines 9 Auto Guidelines 10 BOP Guidelines 12 Small Commercial Package Policy 16 Condominiums 20 Contractors 24 Garages 28 Manufacturers 32 Offices 38 Professionals 46 Retail 50 Services 58 Technology 66 Wholesalers 72 Industry Niches 78 Affinity Programs 86 Broadening Endorsements 90 Index 105 2

3 OUR DIFFERENCE People, Products, Service, Programs* We have a voracious appetite for small business. The scope of this guide is clear evidence of that. However, our commitment to Small Commercial runs wide as well as deep. Which is why we back up our extensive product offering with local teams of experts that routinely apply our accumulated world-class resources to assist our winning agents in developing optimal Total Account solutions. At the same time, we offer the highest quality support through a group of exceptional loss control and claims professionals. And for those agents who want to focus more on their core business, there s our Customer Service Center, which acts as a seamless extension of an agent s customer service operation. Special programs to incite greater sales and bolster retention round-out our offering. The products, the people, the service, the support, the programs add them all up, place them atop our rock-solid stability and 159-year heritage* of thriving even during the most difficult of times, and you have our company s difference. How can we make a difference for you? Expanding Small Business Horizons in a Big Way Our full portfolio of insurance products for small businesses continues to grow. In fact, our total account solution allows you to provide your clients with truly comprehensive protection. It includes: Optional endorsements to increase limits and protection Unique optional coverages not offered by other insurance companies A wide range of industry-specific coverages Easy-to-use technology and responsive support services Underwriting expertise and local sales teams Industry-leading Customer Service Center Local Sales Staff and Knowledgeable Underwriters Local sales professionals armed with underwriting authority at the Point of Sale (POS) supported by professional, responsive Underwriters to help agents successfully grow their Small Commercial business. Fully Automated Products for Fast Quotes and Issuing Rapidly qualify, quote, and issue policies for all lines of business in our POS system at lightning speed. Attached Application Tool lets you transmit supporting information electronically or submit an application for our Commercial Package Policy with ease and fast underwriting response. *Refers to The Hanover Insurance Group. 1

4 OUR DIFFERENCE (continued) Total Account Solution Full range of products that cover all avenues Business Owner s Policy (BOP), Small Commercial Package, Commercial Auto, Workers Compensation, Commercial Umbrella, Marine, and Bond. Allows you to write the entire account with us, delivering more protection more affordably. BOP Product with 500+ Classes Broad market breadth/reach. Targeted businesses include: Offices, Professionals, Consultants, Services, Retail, Wholesale Value-Packed BOP Broadening Endorsements Affordable Optional Coverages Industry-Specific Broadening Endorsements Workers Compensation We have a healthy appetite for Workers Compensation business. Almost all of our BOP classes are eligible for Workers Compensation. And our POS system makes it quick and easy to get a competitive price and eligibility decision. Commercial Auto Offers very competitive pricing and one-stop shopping. Allows you to price a wide range of customers as well as offer the sharpest pencil to best-in-class, whether they have just one vehicle or a fleet. Our sophisticated pricing tool assesses risks from basic data and delivers our most competitive price right up front, in real time. Commercial Umbrella Offers limits of $1M, $5M, $10M, $15M, and $20M, competitively priced and easily added. Employer s Liability and Commercial Auto can be scheduled. Commercial Package Offers small businesses that exceed eligibility for BOP comprehensive protection that can be tailored to an array of industries. Rapid online rating and issuing capabilities available for select agents. Professional Coverages Employment Practices Liability Insurance Endorsement Options (EPL) (up to 25 employees) EPL coverage endorsement can be added via a Business Owner s Policy or Commercial Package Policy Protects the entity, the owner, and partners against claims made by employees Provides coverage on a claims-made basis Features defense within the limits of liability on a duty to defend basis Flexible limits/deductible options Not available in AR Stand-Alone Employment Practices Liability Provides broad coverage with limits up to $5 million for businesses up to 2,500 employees Dedicated EPL Claims specialists 2

5 Miscellaneous Professional Liability Insurance Endorsement Options (MPL) (available for most consultants, plus 250+ additional office, service, and other classes) MPL coverage endorsement can be added via a Business Owner s Policy Protects against liability for errors or omissions arising out of wrongful acts Provides coverage on a claims-made basis Offers limits up to $1 million Premiums start as low was $150 Not available in NY or FL Stand-Alone Miscellaneous Professional Liability Targets hundreds of eligible classes Provides Errors & Omissions liability to a wide variety of service providers Minimum premium $1,000 Limits up to $10 million available Management Liability Coverages Nonprofit Management Liability Available for non-profits of all sizes and types Coverages include Directors, Officers, and Organization Liability as well as Employment Practices Liability and Fiduciary Liability Commercial Crime/Surety One of the oldest bond markets in the country Wide range of Fidelity/Commercial Crime and Surety Products Local Fidelity and Surety Experts Web-based quote and issuance tool (BONDirect) allows you to quote, issue, and bind Commercial Surety and ERISA bonds within minutes Customer Service Center Offers customized services with agency identity (logo/name), proactive customer retention activities (outbound calls, follow-up calls, etc.), and active cross-sell to round-out accounts and drive higher retention. Claims Supported by comprehensive continuing education programs and sophisticated technology, driven by world-class service standards and a meticulous attention to detail, our claims professionals can turn around everything from a minor fender bender to a catastrophic loss quickly, accurately, and fairly. Private Company Management Liability Available for most privately held companies with up to 2,500 employees Coverages include Directors and Officers Liability, Employment Practices Liability, Fiduciary Liability, Crime Insurance, and Kidnap/Ransom and Extortion Insurance Loss Control Workplace safety guides, available online, help businesses prevent workplace injuries and control costs. 3

6 Commercial Lines Agency Help Line The new Interactive Voice Response (IVR) system provides you access to a wide range of services/ responses to address all of your needs. Use the extensions below for quick access, or contact your dedicated team directly Welcome to The Hanover and Citizens Commercial Lines Agency Help Line, where our policy is performance. Please listen carefully, as our options have changed. To report an accident or loss, or for information about an existing claim, Press 1 For billing inquiries, Press 2 For endorsement or policy issuance status, Press 3 For technical assistance with our Point of Sale system or with TAP, Press 4 For Small Commercial, Press 1 For coverage questions, including risk eligibility and underwriting assistance, Press 5 For premium audit inquiries, Press 6 For Middle Market, Press 2 To repeat these options, Press 7 4

7 Get Help Online We are committed to bringing you a full range of innovative and competitive Commercial Lines insurance products all complemented by the support of expert local underwriters, claims and loss control professionals, easy-to-use POS automation, and unsurpassed service. Visit our password-protected agency portal (The Agency Place) at https://tap.hanover.com 5

8 USING THE GUIDE Small Commercial Appetite Guide Clearly Defined Classes & Product Eligibility The success of your agency depends on knowing what markets are available to your customer with the ultimate goal of delivering a Total Account solution. Use this Small Commercial Appetite Guide as a reference tool to define the types of businesses we write and the products we offer to your customers. Ensuring Small Commercial Success We are dedicated to the Small Commercial market, and we want to be the first market you think of for Small Commercial. We sell a competitive suite of products enabling you to write the whole account through one carrier. We are also committed to making it easier for you to do business with us. Our goal is simple we want to be your carrier of choice for Small Commercial business. Information That Saves You Time This easy-to-use Small Commercial Appetite Guide will save you time and help you write more business with us. Inside you will find detailed product eligibility guidelines as well as our appetite for all lines, including Workers Compensation, Auto, and Umbrella, for each class of business. Of course, we will continue to expand our list of targeted Small Commercial business classes to accommodate the evolving market needs of your clients. 6

9 How This Guide Works Our Small Commercial Appetite Guide lists the business classes we offer under the following business segments: Condominiums* Professionals Industry Niches Contractors Retail Affinity Garages Manufacturers Offices Services Technology Wholesalers If you are not sure which business segment contains a particular class, please refer to the index at the back of this guide. For each business, we describe our appetite by Product with the following symbols: C % D or. We have the broadest appetite for businesses with products described as C typically. These businesses are eligible for straight-through processing for BOP, Workers Compensation, Auto, and Umbrella. We are also interested in writing coverage for businesses with %. Quotes for these products are usually referred to an underwriter. We have a limited appetite for businesses where the product is described as D. We encourage you to discuss these opportunities with your Small Commercial Sales Manager or Underwriter. Business types that are not available are designated with. *Not available in all states. For More Information For businesses not described in this Appetite Guide, or for any questions you have about our Small Commercial account eligibility, please contact your dedicated Small Commercial Sales Manager or Underwriter. 7

10 Small Commercial Account Eligibility At our company, we use our full suite of products to offer our clients the best coverage available. We define Small Commercial business as accounts up to $25,000 in written premium. Accounts greater than $25,000 in written premium are typically considered Middle Market. An account is one or more lines of business or products for the same customer. The vast majority of businesses eligible for a typical BOP fit within our company s Small Commercial definition. But, our appetite in Small Commercial goes beyond the BOP customer some customers, who our competitors write on a package product, are also within our company s Small Commercial definition. Think of our Small Commercial Sales Manager or Underwriter for customers with the following characteristics: Annual revenues up to $15 million* per location for businessowners and $25 million for package Total property values up to $15 million per location Up to 100 employees Operations within any industry, except transportation, farming, mining/oil/gas, and general/heavy contracting 8 * $1 million for Contractors.

11 Workers Compensation We Want to Write Workers Compensation Writing Workers Compensation policies is pivotal to writing the whole account for Small Commercial businesses. So we are committed more than ever to doing this. Workers Compensation is a very desirable product for more than 80% of the businesses described here. General Underwriting Guidelines for Workers Compensation Customer should be in business for at least two years and must be financially secure. Discuss new ventures in Retail, Service, Wholesale, Contracting, and Manufacturing with your Small Commercial Sales Manager or Underwriter. Experience mods of 1.10 or less Fewer than three claims in the past year No temporary or seasonal workers or if employed, perform only clerical/administrative functions Limited lifting exposures. Customers whose employees lift more than 50 lbs. should be discussed with your Underwriter. Customers with owned autos meet our automobile underwriting guidelines Workers Compensation quotes will refer to Underwriting for any of the following reasons: Agency has exceeded its premium, scheduled pricing, or monoline authority Customer has more than three claims Customer is in a class not eligible for straight-through processing and needs to be discussed with your Underwriter Quote is for an out-of-state location Monoline SMALL WorKErs COMPEnSATIOn* We offer monoline commercial Workers Compensation policies for eligible Small Commercial businesses. TarGET APPETITE Green thumbs up classes in Office, Retail, Professional, Service, and Manufacturers segments Payrolls excluding Officers, Clerical, and Sales: Up to $2 million for office exposures and consultants; $750,000 all other classes We meet your needs by offering monoline Workers Compensation policies for Small Commercial businesses where a checkmark (3) appears in the Mono WC column of this Guide. * Not available in all states. 9

12 Commercial Auto Steer Auto Business Our Way Our Commercial Auto product is available to all of the Small Commercial businesses found in this Guide. Whether you need coverage for a single vehicle or for fleets, drive your Small Commercial accounts to our POS application for fast, competitive results. Target Account Characteristics Types of Vehicles: majority of vehicles should be private passenger auto and light trucks. Schedules where medium or heavy trucks make up half or more of the vehicle schedules are also eligible please consult your Small Commercial Sales Manager or Underwriter. Fleet Size: 1 to 10 power unit. Larger fleets also eligible please consult your Small Commercial Sales Manager or Underwriter. Radius of Operations: local to intermediate General Underwriting Guidelines for Commercial Auto Fewer than four losses (other than glass) with no single loss over $25,000 within the past three years Vehicles with Original Cost New up to $100,000. High-performance or private passenger vehicle with Cost New in excess of $100,000 requires referral to your Underwriter. Vehicles operate within 200-mile radius Customers needing a state or federal filing require referral to an underwriter Some customers exceed our underwriting appetite. They include: Operators of parking garages, towing services, rent/lease operations, trucking operations, or backhauling operations, haulers of hazardous material, tankers, rush or express (including fast food and pizza delivery) services, and emergency vehicles Schedules with extra-heavy truck/tractors (gross vehicle weight exceeding 45,000 lbs.) Businesses customarily operating between midnight and 5 a.m. Operations requiring MCS-90 filings 10

13 Driver Underwriting Guidelines Must have valid U.S. driver s license Preferably more than five years driving experience. Risks with any driver with less than five years experience requires referral to your Underwriter. Within the last five years, no driving under the influence (DUI), reckless driving, or conviction for negligent homicide, vehicular manslaughter, or aggravated assault with a motor vehicle Within the last three years, no other major violation such as driving while impaired (DWI), careless driving, or passing a stopped school bus Within the last three years, no more than two moving violations or one at-fault accident. Any driver with more than one at-fault accident and one moving violation (when not the same incident) is unacceptable and must be discussed with your Underwriter. Along with competitive pricing, our Commercial Auto product offering features an optional Auto Broadening Endorsement. The Auto Broadening Endorsement includes the following protection, bundled together at an economical price: Rental Reimbursement 60 days/$3,000 Auto loan/lease physical damage protection Sign coverage $2,000 Blanket Waiver of Subrogation And much more! MonOLIne SMALL commercial AUTO* We recognize that sometimes you need to place an individual product, such as general liability, with specialized markets or property in coastal markets, leaving you in search of a market for the remaining product for your customers. Or, sometimes the automobile product will drive a customer s total insurance placement decision and have a different effective date than other products. Either way, we meet your needs by offering monoline commercial auto policies for Small Commercial businesses where the auto product is shown as C in this Guide. Over 85% of the contractor classes alone are eligible. * Not available in all states. Please contact your Small Commercial Sales Manager or Small Commercial Underwriter for more details. 11

14 Business Owner s Policy Expanded BOP BOP with its expanded eligibility thresholds allows you to write many businesses using our efficient Internet-based POS system. With our Account View class description look-up, you ll find that the BOP is the product for 1,200+ common industry classes. Product Eligibility Property value up to $15 million per location Annual sales up to $15 million per location Square footage (Lessor s Risk) up to 50,000 per location (no limit for Office classes) Contractor s payroll up to $1 million eligible, target payroll < $250,000 BOP can be quoted and issued in our POS system in the following states: AR, CA, CT, FL, GA, IL, IN, LA, MA, MD, ME, MI, MN, MO, NH, NJ, NY, NC, OH, OK, PA, RI, SC, TN, TX, VA & WI. Coming in 2011: AZ, CO, DC, DE, KS, KY, NV, OR, UT, VT & WA Coverage Advantages No coinsurance, agreed amount for Buildings and Business Personal Property Actual loss sustained Business Income and Extra Expense coverage automatically included Equipment Breakdown plus over 40 Additional Coverages/Coverage Extensions automatically included Business Liability limits up to $2 million/$4 million Employment Practices Liability coverage optional for most classes up to 25 employees (not available in all states) An ever-expanding array of broadening endorsements available to tailor coverages for specific businesses Umbrella Coverage All small businesses need extra protection from the unexpected. You can provide Umbrella with your BOP and Small Commercial Package Policy (CPP) quotes (and easily add it to the BOP via POS) with limits up to $20 million available and, in most states, no self-insured retention. Coverage extends to Employee Benefits Liability, Condo, D&O, and Liquor Liability as well as Professional Liability for barbers, beauticians, printers, funeral directors, and veterinarians. Coverage does not extend 12

15 to Employment Practices Liability, Miscellaneous Professional Liability, or Technology Professional Liability coverages. Minimum underlying limits should be $1 million for all except Workers Compensation. All underlying lines should be written by us please consult your Small Commercial Sales Manager or Underwriter for exceptions. General Underwriting Guidelines for Business Owner s Policy (BOP) The following outlines the general underwriting guidelines for all the BOP programs: Customer should be in business for at least two years and must be financially secure. Discuss new ventures in Retail, Service, Wholesale, Contractors, and Manufacturers with your Small Commercial Sales Manager or Underwriter. No more than three incurred losses and no single incurred loss over $25,000 in the past three years Must insure buildings and personal property as either 100% replacement cost value or actual cash value If buildings are older than 25 years, proof of updates to roof, plumbing, heating, and electrical systems within the past 20 years is required Buildings must not be vacant, unoccupied, or under construction Security and protection (i.e., burglar, fire alarms) should be commensurate with the occupancy and the value of the customer s property Proper maintenance, including annual flow tests, is required for properties with sprinkler systems Off-site operations must be less than 25%, except for Contractors For Contractors, subcontracting can be up to 25%, provided appropriate risk transfer controls are in place Premises and operations should maintain excellent housekeeping BOP quotes will refer to Underwriting for any of the following reasons: Customer owns/operates in a building of frame construction located in protection class 9 or 10 Policy/quote is for an out-of-state location Agency has exceeded its premium or building values authority Losses: a single loss greater than $25,000 or one or more water damage losses Retail, Wholesale, Service: customer imports foreign products or assembles, installs, and/or repairs products. Customer sells used products. Customer is in a class not eligible for straight-through processing or exceeds total insured values or annual revenue thresholds Manufacturers: risks with building and contents values greater than $5 million; risks operating in unsprinklered buildings; risks with any recalled or discontinued products Residential Condominium: two or more swimming pools on-premises Lessor s Risk Wind Guidelines Wind guidelines vary by state. Avoid locations within one mile of the ocean, gulf, or bay. Consult your Small Commercial Sales Manager or Underwriter for specific coastal restrictions in your state. 13

16 Business Owner s Policy (continued) Incidental Exposures BOP offers additional classes for General Liability and Incidental Exposures. It provides you with the ability to offer multiple classes and multiple programs for a single location and also allows incidental class exposures. This enables you to give clients one policy, one quote. Eligibility Guidelines for Incidental Exposures You can add Incidental Classes to classes in any program except Apartments and Condominiums You can add up to three Incidental Classes to any location Incidental Classes cannot be primary classes Four classes are allowed per location made up of either General Liability or Incidental Classes 14

17 CLASSIFICATIOn DESCrIPTIOn NAICS GL CLASS GL ExPOSUre Refer If Greater Than Athletic Events Sponsored by Insured For Profit # of events 3 Athletic Events Sponsored by Insured Not for Profit # of events 3 Amateur Athletic Events For Profit # of events 3 Amateur Athletic Events Not for Profit # of events 3 Contractor Subcontracted Work (1 or 2 Family Dwelling) Payroll $25,000 Draftsmen Payroll $50,000 Office Management Sq. Footage No referral Parades # of events 3 Playgrounds # of playgrounds 0 Private Parking Sq. Footage 50,000 Public Parking for Fee Not Open Air Sales $50,000 Public Parking for Fee Open Air Sales $50,000 Public Parking Shopping Center Maintained by Lessee Public Parking Shopping Center Maintained by Insured Sq. Footage 50, Sq. Footage 50,000 Snow Removal Payroll $50,000 Vacant Land For Profit # of acres 15 Vacant Land Not for Profit # of acres 15 Vending Machine Operations Food, Beverage or Ice Sales $50,000 15

18 Small Commercial Package Policy Small Commercial Package Policy We know you need more than a BOP to place coverage for many small businesses. One excellent solution: Our Small Commercial Package Policy (CPP), which covers big small businesses and other small businesses that don t fit BOP criteria. You can do business easier, too, with our new POS attachment tool. In fact, for CPP, it s the preferred method to submit applications because it promises fast account clearing and underwriter turnaround. The bottom line: you ll save time and, as a consequence, boost your production. For select agents who are looking for the fastest decision making, we can even provide quoting capability within POS for Small CPP. Target Account Characteristics Desired CCP premium of $2,500 and up, and consists of Small CPP plus one or more lines of business (Auto, Workers Comp, Umbrella) Businesses with up to $15 million in gross sales, with higher annual revenues eligible Combined Property and Business Income values up to $25 million depending upon construction and protection $500 minimum deductible for values up to $1 million; $1,000 minimum deductible for values over $1 million. Higher deductibles available. The Small Commercial Package Policy is available in every state. Quoting within our POS platform is available for select agents in a growing number of states. Please consult with your Small Commercial Sales Manager to discuss online quoting capability for Small CPP. 16

19 Coverage Advantages Agreed amount or Blanket coverage available for Buildings and Business Personal Property Actual loss sustained Business Income and Extra Expense coverage or dollar limit Business Income and Extra Expense coverage available Equipment Breakdown coverage available General Liability limits up to $1 million/$2 million Employment Practices Liability coverage available for most classes up to 50 employees (not available in all states) Unique coverage for Emergency Event Management available Many broadening endorsements available to tailor coverages for specific businesses such as real estate owners/lessors, wholesalers, medical facilities, and hotels/motels Property broadening endorsements available for most classes, additional coverages/coverage extensions and a blanket limit of $250,000 or $500,000 for key coverages General Liability Broadening Endorsement available for most classes, featuring General Aggregate Per Location, Blanket additional insured, Increased limits for medical payments coverage, $500,000 Fire legal plus 17 more coverages another bundle of coverages at an economical price General Underwriting Guidelines for Small Commercial Package Policy (CPP) The following outlines the general underwriting guidelines for the Small CPP: Customers should be in business for at least three years at the same location and must be financially secure. Discuss all new ventures with your Small Commercial Sales Manager or Underwriter. No more than two incurred losses in the last three years. Hard copy loss runs are required. If buildings are older than 25 years, proof of updates to roof, plumbing, heating, and electrical systems within the past 20 years is required Buildings must not be vacant, unoccupied, or under construction Avoid locations in Protection Classes 9 or 10 Fire/burglar protection requirements:» Central station burglar for Retail operations with values over $500,000» Central station fire/smoke or sprinklered for Manufacturers with values over $500,000 Burglar alarms will be required if products are made of high-theft target metals such as copper» Central station monitoring for all other operations with values over $500,000 Proper maintenance, including annual flow tests, is required for properties with sprinkler systems Ancillary operations from exposures not classified within this Guide must be less than 15% of annual revenues For businesses not described in this Appetite Guide, consult with your Small Commercial Sales Manager or Underwriter For Lessors Risk, please see page 18 for underwriting guidelines Wind Guidelines Wind guidelines vary by state. Avoid locations within one mile of the ocean, gulf, or bay. Consult your Small Commercial Sales Manager or Underwriter for specific coastal restrictions in your state. 17

20 Lessor s Risk Only General Underwriting Guidelines The following outlines the general underwriting guidelines* for Lessor s Risk Only for the BOP and Small Commercial Package Policy: The customer must have lease agreements with all tenants requiring insurance and be provided additional insured protection The customer must have written contracts with service contractors including snow removal (if located in a state with winter weather), construction, and maintenance. The contracts must require insurance and that the lessor be named as an Additional Insured. For BOP Lessor s Risk Only, all tenants must be BOP eligible (with the exception of Office Lessor s Risk Only) Occupancy rate should be 80% or higher Buildings for public assembly such as theaters, auditoriums, and convention or trade show halls or with incidental apartment occupancy are ineligible for BOP Lessor s Risk Please consult with your Small Commercial Sales Manager or Underwriter for incidental apartment exposures, unsprinklered buildings over seven stories, or buildings over 50,000 square feet If sprinklered, systems must be designed for the occupancy Shopping Center and Enclosed Mall Guidelines The following guidelines apply to Shopping Centers (strip and enclosed malls): Buildings must be built after 1985 No more than 20% of the tenant space should be vacant LRO supplemental application required, including annual updates of tenant lists No habitational exposures Must properly maintain parking lot surfaces and sidewalks The following tenant occupancies are permitted if they represent less than 20% of the total square footage of the Shopping Center: Auto service shops (e.g., quick lube, brake shops) Variety stores Liquor stores 18 * Limited appetite in LA,NY, OK, TX.

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