PERSONAL LINES AGENCY HANDBOOK

PERSONAL LINES AGENCY HANDBOOK

THANK YOU FOR CHOOSING THE HARTFORD We value your business and the trust you ve placed in The Hartford as your carrier of choice for personal insurance. We ve developed this Agency Handbook to introduce you to the people, products, technology and service that make The Hartford an industry leader. With over 200 years of industry experience, The Hartford knows that, in the marketplace, service ultimately wins and keeps your customers. You provide your customers with more than car and home insurance. You help them keep their lives uninterrupted, so they can pursue their dreams and goals. That s why we are continually evaluating and improving our products, pricing and service to make it easy to do business. You can rest assured that The Hartford is right behind you and your customers providing the protection that will keep them moving forward. CONTENTS Automobile Policy Info... 2 3 Homeowners Product Info... 4 8 Claims... 9 Billing... 10 Technology... 11 Marketing... 12 13 Contacts... back cover

OUR PROMISE TO YOU AND YOUR CUSTOMERS From our business leaders to our service centers and claim experts, we re singlemindedly focused on providing you and your customers with the best service possible every time. Powerful Products The Hartford provides a wide range of auto and homeowners insurance products designed to serve the needs of all your customers with one-stop-shopping convenience. So you and your customers can focus on what really matters. Our financial strength allows us to significantly invest in product development and technology advancements designed to benefit your customers and help you grow your business. We offer: Protection for standard automobile, motor home, homeowners, condo, renters and home-based business The Hartford Auto and Homeowners Plans that offer more competitive prices and customizable protection, allowing you to match coverage to your customers needs Unique endorsements that make our products easy to sell Built-in extras to help differentiate your agency Time-saving, Easy-to-Use Technology We ve designed technology tools that save time and deliver real value for you and your customers, like our: ebusiness Center (EBC) connects you to information you need when you need it QTI our fast and easy-to-use online quoting and submission tool ExpressWay allows you to automatically transfer customer data from your agency management system or comparative rater to The Hartford providing you with accurate, real-time auto and homeowners rates without leaving your own system Policy Change Center your solution for faster and easier policy service get real-time auto changes and ID Cards Claim Service Technology Innovations enables you to provide outstanding customer service The Hartford offers you choices to help you do business in the way that works best for you. With The Hartford behind you, you re going places. 1

THE HARTFORD S AUTO PACKAGES Open Road Advantage for Auto Is All About Customized, Tailored Pricing Our Open Road Advantage Auto insurance plans offer two levels of coverage that cover virtually all drivers insured today, while offering features they can t get anywhere else at competitive prices.* Quick Quote coverage limits are pre-filled in QTI to save you time and can be changed at any time. INNOVATIVE POLICY PACKAGES ADVANTAGE Customers who seek state-of-the-industry coverage at a great value will find our Advantage package a perfect fit. OPTION FEATURES 6-Month Term (12-Month Term for AARP policies) Auto & Home Account Policy Savings Home Ownership Credit** Full Range of Deductible Options Full Range of Coverage Limits Full Range of Payment Plans 6-Point Claim Guarantee 24/7 Countrywide Claim Service Rescue 1-800 Roadside Assistance Legal Representation for Accidents Customer Repair Service Program (CRSP) w/life of Vehicle Guarantee New Car Replacement Cost Coverage RecoverCare to help cover expenses such as lawn care and housekeeping No-Drop Promise/Lifetime Renewability ADVANTAGE PLUS For customers wanting maximum protection, Advantage Plus provides the features of our Advantage package, as well as Emergency Expense coverage, a Disappearing Deductible, and First Accident Forgiveness. Includes all the benefits of our Advantage package, plus: 6-Month or 12-Month Term Disappearing Collision Deductible with Each Renewal $100 Collision Deductible Waiver when CRSP Shop Used for Repair Deductible Waiver for Not-At-Fault Accident First Accident Forgiveness First Hartford Not-At-Fault Accident Forgiveness Emergency Expense Coverage One Deductible Feature applies to multiple Autos and also to Home when packaged with Homeowners * All coverage package selections and features may not be applicable in all states. ** Not available together with the Account Credit. 2

Auto Insurance Product Information COVERAGES AUTO ADVANTAGE AUTO ADVANTAGE PLUS Lifetime Renewability / No-Drop Promise* Yes Yes Full Range of Coverage Limits Yes Yes Full Range of Deductible Options Yes Yes 24-Hour Roadside Assistance Yes Yes Countrywide Claim Service Yes Yes 24/7 Claim Reporting Service Yes Yes Customer Repair Service Program (CRSP) with Life of Vehicle Guarantee Yes Yes Legal Representation for Accidents Yes Yes New Car Replacement Cost Coverage Yes Yes No Deductible Windshield Repair Service Yes Yes RecoverCare Essential Services** Yes Yes Paid in Full or Monthly EFT Yes Yes Auto & Home Account Policy Savings Yes Yes Home Ownership Credit (not available with Auto & Home Account Policy Savings) Yes Yes Paid in Full Discount Yes Yes New Vehicle Discount Yes Yes Hybrid Vehicle Discount Yes Yes Personal Umbrella Discount Yes Yes Non-Resident Student Discount Yes Yes Annual Policy Term* Yes Accident Forgiveness Yes Disappearing Collision Deductible Yes Deductible Waiver for Not-At-Fault Accident Yes First Hartford Not-At-Fault Accident Forgiveness Yes $100 Collision Deductible Reduction w/crsp Yes Emergency Expense Coverage Yes One Deductible Feature for Auto & Home Yes * The only differences in coverage for AARP members v. non-members are as follows: Term: AARP members receive a 12-month term only; non-members have a 12-month term option only with Advantage Plus. Lifetime Renewability v. No-Drop: AARP members receive Lifetime Renewability; non-members receive No-Drop Promise. ** Availability of certain coverages and features may vary by state. 3

THE HARTFORD S HOMEOWNERS PORTFOLIO Home Advantage and Home Advantage Plus Two Homeowners Packages that Offer Coverage to Suit Your Customers Needs, No Matter What Their Style The Hartford offers two plans at a pre-packaged price that can be added to the base policy to meet the individual needs of your customers. You can tailor the level of protection to your customers home insurance needs, while providing additional security for significantly less than adding coverages separately.* Home Advantage. This package is ideal for customers who want added value and extra protection, above their base policy, for certain coverages such as: Replacement Cost Contents Coverage Replacement protection for your customers personal property. After a covered loss, if they need to replace their personal property, this feature allows them to replace the damaged or stolen belongings with new items of like kind and quality at today s prices, regardless of the age of the item being replaced. Personal Injury Liability Coverage for potential damage for libel or slander. Additional $300,000 of Liability Coverage and $4,000 for Medical Payments to Others. Reimbursement for Replacing Locks lost or stolen keys or after a covered theft of property from the home. The Hartford ID Restore For many people, the hardest part of dealing with an identity theft situation can be determining how to get started on restoring or protecting their identity. Customers of The Hartford receive free, unlimited access to The Hartford ID Hotline, and Identity Theft 911 s Resolution Center, where qualified fraud specialists will provide personal, oneon-one attention to questions or concerns about identity theft, fraud or the safety of their personal information. Identity Theft 911 s Fraud Specialists will help your customers take proactive steps to avoid becoming a victim of identity theft, or take them through the recovery process step by step and restore their peace of mind. ID Fraud Expense Coverage to reimburse your customers up to $25,000 for out-of-pocket expenses that they incur responding to an identity theft or fraud, such as lost income due to time off from work that is necessary to talk with credit agencies, or legal fees incurred to remove criminal or civil judgments resulting from the fraud. ProtectorPLUS Zero Deductible Homeowners Deductible Forgiveness** This coverage completely eliminates your customer s deductible (up to $5,000) if they experience a qualifying loss of $22,500 or more. Home Advantage Plus. Our most popular package, Advantage Plus is for those seeking peace of mind with strong value and services. When added to their base policy, our Advantage Plus package includes all the features of our Advantage package, plus extra coverage and features, such as: Disappearing Property Deductible*** if your customers haven t had a homeowners loss for three years, we ll reduce their property deductible by $50. And, we ll continue to reduce the deductible by an additional $50 each year they continue to be loss-free until their deductible reaches zero. Equipment Protection Advantage Coverage for the repair or replacement of appliances, electronics and systems in their home that are subject to mechanical or electrical breakdown. ID Fraud Expense Coverage up to $50,000. Loss Assessment up to $10,000 for Section I and Section II. * Coverages and features may vary by state. See your Hartford Sales Representative for additional information. ** This coverage does not apply to special deductibles such as hurricane, earthquake, coal mine subsidence, special wind/hail or optional special theft deductibles. *** Some benefits, such as the Disappearing Property Deductible, are only available with the optional Advantage Plus package. A policy without these added benefits is also available. To qualify for the Disappearing Property Deductible, homeowners must have no claims or losses for three consecutive years in most states. 4

Optional Coverages Green Rebuilding. If living green is important to your customers, we can help with our optional Green Rebuilding coverage. It expands coverage limits by up to 10% when environmentally friendly materials or processes are used to make repairs or they upgrade to more energy efficient or environmentally friendly systems and appliances after a covered loss. Equipment Protection Advantage. Sometimes, the things your customers need most in their home from appliances to heating and cooling systems suddenly break. To keep their life uninterrupted, this optional coverage (included in our Advantage Plus package) pays for the repair or replacement of appliances, electronics and systems in their home that are subject to mechanical or electrical breakdown. Equipment Protection Advantage also provides green upgrade coverage, which will pay up to 125% when they need to replace a covered piece of equipment after a loss, and upgrade to a similar but more energy efficient or environmentally friendly unit. Valuable Items Blanket Coverage. Our Blanket Coverage is an easier way to protect higher-valued possessions without the added paperwork of scheduling or appraisals. Total available limits range from $10,000 to $50,000 depending on the category of valuables, including jewelry, watches, furs, silverware, fine arts, cameras, computers, musical instruments, china and crystal, and firearms. The maximum limit is $10,000 per item. Valuables are covered on an open perils basis, which includes loss by theft or mysterious disappearance. Scheduled Personal Property with Agreed Value. Your customers can get 100% of the insured value for scheduled personal property in the event of a total covered loss. Assisted Living Care. Extends Liability, Contents, and Additional Living Expenses Coverage to a relative in an assisted living care facility. Computer Coverage. You can provide coverage for computer hardware, software and data for just pennies a day. Water Backup and Sump Pump Overflow. For an additional premium, your customers can receive property protection for water backup or sump pump overflow that is not caused by flood or surface water. The basic coverage amount is $5,000 and additional limits may be available. See the Rates and Rules Manuals located in the Underwriting Reference section in the Resources tab on the EBC for state-specific information. Private Golf Cart Protection. Since the standard homeowners policy doesn t cover damage to golf carts, we provide Physical Damage coverage for a golf cart of up to $7,500 with a $250 deductible for only a nominal charge. And liability coverage is provided for golf carts on a golf course or in a private residential community. Premium Credits For Your Policyholders Account Credit. Your customers can experience additional savings on their homeowners and auto insurance premiums for insuring both through The Hartford. Limited Access Credit. Savings are available for your customers who reside in a gated community or complex that is protected 24 hours a day and monitored by a uniformed guard(s). Protective Devices Credit. By upgrading home security, your customers will have additional savings for a combination of burglar alarms and a sprinkler system. Even dead-bolt locks and smoke detectors can save your customers. Mature Retiree Credit. Discounted rates are available for your mature homeowner customers who work less than 24 hours a week. 5

HOMEOWNERS INSURANCE HO-3 Special Protection Packages Available for Homeowners 3 (HO-3) Policyholders THE HARTFORD S HO-3 HO-3 COVERAGES HO-3 POLICY HOME ADVANTAGE HOME ADVANTAGE PLUS Blanket Valuable Items Coverage Optional Coverage Optional Coverage Optional Coverage (including Firearms) Credit & Fund Transfer Cards $500 $1,000 $10,000 Damage to Property of Others $1,000 $1,250 $1,250 Debris Removal 5% in Addition to Damaged 10% in Addition to Damaged 10% in Addition to Damaged Property Limit, $1,000 for Property Limit, $1,000 for Property Limit, $1,000 for trees (up to $500 per tree) trees (up to $500 per tree) trees (up to $500 per tree) Disappearing Property Deductible Not Available Not Available Included Equipment Protection Advantage Optional Coverage Optional Coverage Included Fire Department Service Charge $500 $1,000 $1,000 Firearms $2,500 $2,500 $2,500 (loss by theft only) (loss by theft only) (loss by theft only) Green Rebuilding Optional Coverage Optional Coverage Optional Coverage ID Fraud Expense Coverage Optional Coverage $25,000 $50,000 The Hartford ID Restore Included Included Included Jewelry & Watches $1,500 $1,500 $5,000 (loss by theft only) (loss by theft only) (loss by theft only) Land Restoration/Stability No Coverage $10,000 $10,000 Lifetime Renewability Included if Cvg A is Included if Cvg A is Included if Cvg A is (AARP Members Only) at least 80% of RC at least 80% of RC at least 80% of RC Lock Replacement No Coverage $500 $500 Loss Assessment $1,000 Section I $1,000 Section I $10,000 Section I $1,000 Section II $1,000 Section II $10,000 Section II Loss of Use 20% of Coverage A 25% of Coverage A 30% of Coverage A Medical Payments to Others Selected Policy Limit plus $4,000 plus $4,000 Money (includes SMART/stored value cards) $200 $200 $1,000 Off Premises Power Failure Loss of Use No Coverage Included in the Cvg D limit; Included in the Cvg D limit; 48-hour waiting period, 48-hour waiting period, maximum of 7 days maximum of 7 days One Deductible Auto & Home 1 Auto Advantage Plus 1 Auto Advantage Plus 1 Auto Advantage Plus 1 Open Peril Contents Coverage No Coverage No Coverage No Coverage Personal Injury Optional Coverage Included in Personal Included in Personal Liability limit Liability limit Personal Liability Selected Policy Limit plus $300,000 plus $300,000 Personal Property Away from Premises Loss No Coverage $1,000 $1,000 Caused by Flood, Earthquake or Landslide Protector Plus Large Loss Deductible Waiver Included Included Included Refrigerated Products Optional Coverage $500 $2,000 Replacement Cost Contents Optional Coverage Included Included Cvg C Limits 70% of Cvg A Cvg C Limits 75% of Cvg A Cvg C Limits 75% of Cvg A Replacement Cost Dwelling Increased Limit Optional Coverage Optional Coverage Optional Coverage 1.25 or 1.50 1.25 or 1.50 1.25 or 1.50 (100% ITV Required) (100% ITV Required) (100% ITV Required) Replacement Cost Non-Building Structures Optional Coverage Optional Coverage Included Reward No Coverage $1,000 $1,000 Water Backup and Sump Overflow Optional Coverage Optional Coverage Optional Coverage Watercraft $1,500 $1,500 $2,500 Watercraft Liability Outboard HP 25 HP 50 HP 50 HP Water Damage to Property Rented to Insured No Coverage Included in Personal Liability Included in Personal Liability 6 Availability of certain coverages and features may vary by state. 1 One Deductible applies for any Home policy (Home Advantage or not) if Auto policy is also insured with The Hartford and includes the Advantage Plus package coverage.

HOMEOWNERS INSURANCE HO-5 Special Protection Packages Available for Homeowners 5 (HO-5) Policyholders THE HARTFORD S HO-5 HO-5 COVERAGES HO-5 POLICY HOME ADVANTAGE HOME ADVANTAGE PLUS Blanket Valuable Items Coverage Optional Coverage Optional Coverage Optional Coverage (including Firearms) Credit & Fund Transfer Cards $500 $1,000 $10,000 Damage to Property of Others $1,000 $1,250 $1,250 Debris Removal 5% in Addition to Damaged 10% in Addition to Damaged 10% in Addition to Damaged Property Limit, $1,000 for Property Limit, $1,000 for Property Limit, $1,000 for trees (up to $500 per tree) trees (up to $500 per tree) trees (up to $500 per tree) Disappearing Property Deductible Not Available Not Available Included Equipment Protection Advantage Optional Coverage Optional Coverage Included Fire Department Service Charge $500 $1,000 $1,000 Firearms $2,500 (loss by theft, $2,500 (loss by theft, $2,500 (loss by theft, misplacing or losing) misplacing or losing) misplacing or losing) Green Rebuilding Optional Coverage Optional Coverage Optional Coverage ID Fraud Expense Coverage Optional Coverage $25,000 $50,000 The Hartford ID Restore Included Included Included Jewelry & Watches $1,500 (loss by theft, $1,500 (loss by theft, $5,000 (loss by theft, misplacing or losing) misplacing or losing) misplacing or losing) Land Restoration/Stability No Coverage $10,000 $10,000 Lifetime Renewability Included if Cvg A is Included if Cvg A is Included if Cvg A is (AARP Members Only) at least 80% of RC at least 80% of RC at least 80% of RC Lock Replacement No Coverage $500 $500 Loss Assessment $1,000 Section I $1,000 Section I $10,000 Section I $1,000 Section II $1,000 Section II $10,000 Section II Loss of Use 30% of Coverage A 30% of Coverage A 30% of Coverage A Medical Payments to Others Selected Policy Limit plus $4,000 plus $4,000 Money (includes SMART/stored value cards) $200 $200 $1,000 Off Premises Power Failure Loss of Use No Coverage Included in the Cvg D limit; Included in the Cvg D limit; 48-hour waiting period, 48-hour waiting period, maximum of 7 days maximum of 7 days One Deductible Auto & Home 1 Auto Advantage Plus 1 Auto Advantage Plus 1 Auto Advantage Plus 1 Open Peril Contents Coverage Included Included Included Personal Injury Optional Coverage Included in Personal Included in Personal Liability limit Liability limit Personal Liability Selected Policy Limit plus $300,000 plus $300,000 Personal Property Away from Premises Loss No Coverage $1,000 $1,000 Caused by Flood, Earthquake or Landslide Protector Plus Large Loss Deductible Waiver Included Included Included Refrigerated Products Optional Coverage $500 $2,000 Replacement Cost Contents Optional Coverage Included Included Cvg C Limits 70% of Cvg A Cvg C Limits 75% of Cvg A Cvg C Limits 75% of Cvg A Replacement Cost Dwelling Increased Limit Optional Coverage Optional Coverage Optional Coverage 1.25 or 1.50 1.25 or 1.50 1.25 or 1.50 (100% ITV Required) (100% ITV Required) (100% ITV Required) Replacement Cost Non-Building Structures Optional Coverage Optional Coverage Included Reward No Coverage $1,000 $1,000 Water Backup and Sump Overflow Optional Coverage Optional Coverage Optional Coverage Watercraft $1,500 $1,500 $2,500 Watercraft Liability Outboard HP 25 HP 50 HP 50 HP Water Damage to Property Rented to Insured No Coverage Included in Personal Liability Included in Personal Liability Availability of certain coverages and features may vary by state. 1 One Deductible applies for any Home policy (Home Advantage or not) if Auto policy is also insured with The Hartford and includes the Advantage Plus package coverage. 7

CONDO-OWNERS INSURANCE HO-6 Special Protection Packages Available for Condo Unit-Owners (HO-6) Policyholders THE HARTFORD S HO-6 COVERAGES HO-6 POLICY HOME ADVANTAGE PLUS Blanket Valuable Items Coverage Optional Coverage Optional Coverage (including Firearms) Credit & Fund Transfer Cards $500 $10,000 Damage to Property of Others $1,000 $1,250 Debris Removal 5% in Addition to Damaged 10% in Addition to Damaged Property Limit, $1,000 for trees Property Limit, $1,000 for trees (up to $500 per tree) (up to $500 per tree) Disappearing Property Deductible Not Available Included Equipment Protection Advantage Optional Coverage Included Fire Department Service Charge $500 $1,000 Firearms $2,500 $2,500 (loss by theft only) (loss by theft only) Green Rebuilding Optional Coverage Optional Coverage ID Fraud Expense Coverage Optional Coverage $50,000 The Hartford ID Restore Included Included Jewelry & Watches $1,500 $5,000 (loss by theft only) (loss by theft, misplacing or losing with HO 17 31; without loss by theft only) Land Restoration/Stability Not Available Not Available Lifetime Renewability Included Included (AARP Members Only) Lock Replacement No Coverage $500 Loss Assessment $1,000 Section I $10,000 Section I $1,000 Section II $10,000 Section II Loss of Use 40% of Coverage C 60% of Coverage C Medical Payments to Others Selected Policy Limit plus $4,000 Money (includes SMART/stored value cards) $200 $1,000 Off Premises Power Failure Loss of Use No Coverage Included in the Cvg D limit; 48-hour waiting period, maximum of 7 days One Deductible Auto & Home 1 Auto Advantage Plus 1 Auto Advantage Plus 1 Open Peril Contents Coverage Optional Optional Personal Injury Optional Coverage Included in Personal Liability limit Personal Liability Selected Policy Limit plus $300,000 Personal Property Away from Premises Loss No Coverage $1,000 Caused by Flood, Earthquake or Landslide Protector Plus Large Loss Deductible Waiver Included Included Refrigerated Products Optional Coverage $2,000 Replacement Cost Contents Optional Coverage Included Cvg C Limits Cvg C Limits Replacement Cost Dwelling Increased Limit Not Available Not Available Replacement Cost Non-Building Structures Not Available Not Available Reward Not Available $1,000 Water Backup and Sump Overflow Optional Coverage Optional Coverage Watercraft $1,500 $2,500 Watercraft Liability Outboard HP 25 HP 50 HP Water Damage to Property Rented to Insured No Coverage Included in Personal Liability 8 Availability of certain coverages and features may vary by state. 1 One Deductible applies for any Home policy (Home Advantage or not) if Auto policy is also insured with The Hartford and includes the Advantage Plus package coverage.

CLAIM INFORMATION Claim Reporting Made Simple An accident is a trying and sometimes traumatic experience for your customers. We know that as an agent, you often step in at these difficult times to smooth the process and ease the worry. To assist you, The Hartford provides three agent-only loss reporting options phone, fax and e-mail. And when you re not involved, customers have a 24/7, toll-free hotline. Additionally, The Hartford provides a range of services to ease the difficulty of recovering after a loss and, hopefully, make your job easier. Auto The Hartford s Auto Repair Network A convenient option for your customers after an accident Nearly 1,500 highly reputable network repair shops Customers get a $100 discount on deductible in many states The Hartford stands by the repair workmanship for as long as your customer owns the vehicle Shops are clean, safe and easily accessible Satisfaction scores are consistently higher for customers who choose the network Auto Glass Repair Hotline No-hassle, 24/7 option for glass-only auto claims More than 11,000 repair shops in the network One phone call to report a claim and schedule repairs Mobile service available in many areas We waive the deductible when a window can be repaired rather than replaced Property Contractor Connection The Hartford can provide a referral to an experienced, reputable general contractor Contractors in the network are reliable professionals who agree to high service standards They back their workmanship with a three-year guarantee Plus, they work with our adjusters to keep the quote and claim payment in alignment Contents Pricing Team The Hartford maintains a team of contents specialists to ensure efficient processing of contents claims For many items, we even provide your customer with a list of websites where each replacement can be purchased for the price at which it was valued in the claim Catastrophe Claims Capabilities The Hartford maintains a claim center in Aurora, IL, whose professionals are dedicated solely to dealing with catastrophic situations. The Hartford Emergency Claim Card can provide customers quick access to emergency funds for the basics like food and clothing. The card works like a debit card and can be in the hands of customers and active within 24 hours of loss inspection. Rescue 1-800 Roadside Assistance 24/7 access to emergency roadside assistance for all Hartford auto policyholders Thousands of service providers throughout the United States and Canada Policyholders with towing and labor coverage pay only the charges above their policy limits Policyholders without towing and labor coverage simply pay the operator for the service provided 9

BILLING SERVICES Our goal is to make it easy for you and your policyholders to do business with us. As part of our commitment to you, we offer many convenient direct billing options so you can focus on building and growing your business. Take a look at some examples of what The Hartford s billing system can do for you and your clients. Your Customers May: Choose their bill plan. Group multiple policies into one bill account and receive a combined bill. Select to regularly have a bill mailed to them or have their premiums automatically withdrawn from their bank account or charged to their credit card electronically. Request to change the bill day or the day automatic bank withdrawals are made. Obtain account information and pay bills by using our automated phone system, available 24 hours a day, 7 days a week. Obtain account information and pay bills by visiting our website. Online Access via ebusiness Center (EBC) Our EBC gives you online access with up-to-the-minute information regarding your clients whenever you want. Billing options on the EBC include: Agency Sweep access sweep functionalities including enrollment, payment processing and sweep reports. Billing Inquiry, History & Future Installments get a snapshot of billing account status, transaction history, installment information, and more for your customers Personal Lines policies. Billing Invoice Copies get copies of your customers bills online, the day after they are issued so you are prepared with the latest information to respond to their inquiries. Billing Status Report find the most current status of your customers policies and bill accounts which ones are overdue, recently paid, pending, transferred to collections, or cancelled. Commission Statements review your agency s monthly commission statements online. Additional billing forms/reference materials available are: Bill Fee Schedule a state-specific list of EFT, service, and late fees. Billing Guide an online guide for information about our flexible payment plans, fees, payment options, and more. Electronic Funds Transfer (EFT) Form the form to submit for signing up for repetitive EFT. New Business Deposit Form the form to submit with the insured s check. Frequently Offered Payment Plan Options: 6 MO. PLAN % DOWN PAYMENT INSTALLMENTS AMT. BILL MONTH Full Pay 100% Not Applicable Not Applicable Four Pay* 25% 3 @ 25% 1st, 2nd and 3rd month after effective date Five Pay* 20% 4 @ 20% 4 consecutive months after effective date (Renewals Only) Monthly EFT or Repetitive 16.65% 5 @ 16.67% 6 consecutive months Credit Card Payment after effective date 12 MO. PLAN % DOWN PAYMENT INSTALLMENTS AMT. BILL MONTH Full Pay 100% Not Applicable Not Applicable Two Pay* 50% 1 @ 50% 5 months after effective date Four Pay* 25% 3 @ 25% 2nd, 5th and 8th month after effective date Eight Pay* 12.5% 7 @ 12.5% 7 consecutive months after effective date Eleven Pay* 16.7% 10 @ 8.33% 10 consecutive months after effective date Monthly EFT or Repetitive 8.33% 11 @ 8.33% 11 consecutive months Credit Card Payment after effective date * Note: Repetitive EFT and Repetitive Credit Card Payment are available on these bill plans. Please Note: Payment plan options available may vary by state and risk characteristics. 10

THE HARTFORD S TECHNOLOGY SOLUTIONS As a valued agency partner, we want to make it easy for you to do business. Our investment in technology demonstrates our commitment to provide you with automated solutions that empower you to do business quickly, easily and profitably. ebusiness Center (EBC) The EBC is your direct connection to information you need, whenever you need it. Our EBC packs a powerful suite of sales and service tools that help you to do business with speed and ease. Sell, service and manage your business... all in one place! MANAGE Commission Statements Annual Incentive Bonus Program Agency Value Report Download SELL Quote/Issue New Business Integrated MVR, Score, CLUE Home Rebuilding Calculator Lead Generation & Marketing Materials Underwriting Guidelines by State SERVICE Real-time Endorsements Policy Copies Billing Services Claim Inquiry Agency Sweep Online Loss Reporting Forms Our Download Program frees you from spending a significant amount of time re-keying data into your agency management system. Policy Detail. Receive the most current issued policy data from new business, renewals, endorsements, cancellations and reinstatements electronically transmitted from our system to your agency management system. Commission Statements. Monthly commission statements for your direct bill accounts are sent to your system generally on the first work day of each month. You have the flexibility to reconcile, review or edit items or the complete statement before posting. The Policy Change Center The Policy Change Center is your solution for faster and easier policy service. Manage auto customers policy changes through the EBC in real time. Built by agents, the center is tailored to meet your needs with time-saving capabilities, including: add, replace, delete or change vehicles, drivers, and coverages quote what if scenarios and save them for later get immediate confirmation on over 95% of changes view a Billing Breakdown, print ID Cards and forms, and more! All agencies, Customer Center and Traditional, can maximize the advantages of the Policy Change Center to help grow their business. New Business Quoting & Submission The Hartford supports multiple options for quoting new business, options designed around your workflow. Comparative Raters. Knowing the importance of accurate multi-carrier rating to agents, The Hartford worked early with the leading comparative rating vendors to provide our products through their technology. Our real-time integration with these partners provides you with point-of-sale pricing and underwriting decisions. Agency Management Systems. To maximize the return on investment and the value of customer data in your Agency Management System, The Hartford developed ExpressWay with the leading Agency Management System vendors. ExpressWay is the fastest way to provide real-time auto and home quoting from your management system. Quote existing customers, quote new customers, or use ExpressWay to consolidate business across carriers in less than half the time of traditional methods. QTI. The core of our quoting and submission tools, QTI is designed specifically to match your workflows. QTI provides real-time auto, home and umbrella quoting in one easy-to-use tool. There is no need to access separate systems for underwriting rules, reports, or billing. QTI allows you to quote a prospect, fully underwrite the risk, take a down payment, issue a policy, and print the necessary forms for the insured in one seamless and efficient process. This process is enhanced by the pre-population of the insured's current insurance policy data in QTI, saving you up to 50% in quote processing time. 11

THE HARTFORD S MARKETING PROGRAMS More Ways to Help You Market and Grow Your Agency Continually providing customers and agents with outstanding value and service is a top priority at The Hartford. To that end, we offer a variety of unique marketing programs that can help you build your book of business with profitable, new customers and retain your existing customers. The Secret to Success It s no secret that agents who advertise effectively are seeing terrific results. The Hartford has created www.myhartfordsuccess.com to help agents produce successful marketing campaigns, using powerful marketing tools and a how-to guide. This exciting website is designed as a road map for successfully marketing your business. On the website you can learn how to: Create your own local and regional advertising Find and target the right prospects to advertise to Reach them through the right mix of radio, magazine and newspaper Budget for advertising programs Assess effectiveness and results Once you ve developed a marketing campaign using www.myhartfordsuccess.com, marketing is easy with The Hartford s specially designed and ready-to-use marketing and advertising materials available in imarket. imarket imarket is The Hartford's centralized, easy-to-use marketing portal that provides access to a wide array of marketing and advertising materials from our EBC. The ordering experience is similar to online shopping search, view, customize, add to cart and checkout! Most items are available to you at no cost. You pay for customizable print materials. imarket features include: An extensive collection of marketing materials to help you grow and retain existing customers The ability to view and download or order marketing materials that describe The Hartford's Personal Lines products, programs, services, technology and other tools Co-branded advertising options that let the power of The Hartford's brand work for you; within imarket you can access radio ads, print ads and direct mail pieces The ability to execute a local mail campaign by uploading a mail list from your agency management system or other source Easy access to AARP Through Agents approved marketing materials for agencies that are Authorized to Offer the AARP Auto and Home Insurance Program Free public education materials focused on helping older adults and their families live better, safer, more secure and independent lives Basic census data to help you target your marketing efforts Boost your local marketing efforts by logging on to imarket today! The Hartford Web Xpress Helping You Build Better Websites The Hartford Web Xpress is your door to professional, high-quality Web content. This innovative online tool, accessed from the EBC, allows you to activate cobranded, Hartford-hosted Web pages at no cost to you. With 5 simple steps, you can register and easily customize your Web Xpress pages. Then, activate a link from your agency website to your exclusive Web Xpress URL. Visitors to your website can access a wide range of information about the products and services your agency offers from The Hartford, along with direct links to informative websites, such as the Insurance Institute for Highway Safety. 12

Your agency contact information is featured prominently on each main page of Web Xpress and can include an agency photo or logo, along with a professionally developed affiliation message. Web Xpress is available countrywide, with modifications to accommodate agents in Florida and California. Importantly, each main page allows consumers to return to your agency website. AARP Authorized? Through Web Xpress, you'll have the option to display an AARP marketing banner on your agency website that links directly to the AARP Auto Insurance Program page of Web Xpress. Web Xpress gives you the opportunity to enhance your website with valuable consumer content, while leveraging The Hartford's well-known brand and countrywide advertising campaigns. And, for agencies without a Web presence, Web Xpress can be your first step into the world of digital marketing. And, for agencies without a Web presence, Web Xpress can be your first step into the world of digital marketing. To enroll in Web Xpress, go to the Personal Insurance tab on the EBC, then click on Marketing. From there, click on Web Xpress. Consult with your Hartford Personal Lines Sales Representative to learn more. HartfordMiles The HartfordMiles is an incentive program for Personal Lines Producers and CSRs of agencies appointed by The Hartford. It works much like a frequent flyer or credit card rewards program, earning Miles for more than one million exciting awards from the HartfordMiles online catalog. To take part in periodic campaigns, Producers and CSRs must be licensed and appointed with The Hartford, have access to the Hartford s Quote-To-Issue (QTI) or Expressway systems and be enrolled in the Hartford- Miles Program. To enroll, view our online catalog or redeem your Miles, visit: www.thehartfordmiles.com To learn about current HartfordMiles campaigns, contact your Personal Lines Sales Representative. Signage Program The Hartford is pleased to offer the outstanding benefit of our Personal Lines Agency Co-Branded Signage Program, which can help you make the most of The Hartford brand, better compete with captive agents and direct writers, and further build your business. Our co-branded signage program offers you: An array of pre-selected, Hartford-approved sign designs, including exterior post and ground signs, door and window decals, and reception plaques A countrywide network of professionals who will work with you for support and installation A wide range of related services, such as project management, site surveys, permit acquisition, landlord approvals and design To view designs and pricing, and receive an online quote, log on to the EBC. 13

PERSONAL LINES CONTACTS SINGLE CONTACT NUMBER FOR AGENTS: 800-771-8557 FOR TRADITIONAL AND CUSTOMER CENTER AGENTS: The Policy Change Center is your one-stop solution for policy servicing. Did you know? Over 95% of auto endorsements can be completed in real time by using the Policy Change Center. You can service most customers auto and home policy change requests quickly in minutes from start to finish, leading to higher customer satisfaction and loyalty Simply log on to the EBC. FOR CUSTOMER CENTER AGENTS: Service for your Clients 800-624-5578 If you ve elected to join The Hartford s Customer Center Program, your clients can call toll-free and speak to a highly trained representative for all their service needs from 8:00 a.m. to 8:00 p.m., Monday through Friday, their local time. Interested in joining? Talk to your Sales Rep. HARTFORD DEPARTMENT CONTACT NUMBER FOR AGENTS BILLING IVR 800-771-8557 (select option for billing) (check account status, make a payment, Mail to: THE HARTFORD set up EFT) P.O. Box 5556 Hartford, CT 06102-5556 EBC (ebusiness Center and other technical support) Help Desk 877-322-4833 https://ebc.thehartford.com FLOOD 866-55FLOOD (866-553-5663) CLAIMS SUBMISSIONS CONTACTS Loss Reporting Made Easy AGENT-ONLY REPORTING OPTIONS Phone: 800-553-1710 For faster processing, conference in customer E-mail: agentfaxreporting.claim@thehartford.com Fax: 866-861-2513 Cover sheet required available on EBC CUSTOMER-ONLY REPORTING NUMBERS Personal Lines: 800-243-5860 Auto Glass: 800-892-8484 Commercial Lines: 800-327-3636 Rescue 1-800 : 800-322-7789 Online: www.thehartford.com This document provides an overview of coverages and services. Coverages may differ by state. All coverages areindividually underwritten. For a complete description of coverage terms and conditions, refer to the insurance policy. In the event of a loss, the terms of the policy issued will determine the coverage provided. All coverages described in this document are offered by one or more of the property and casualty affiliates of Hartford Fire Insurance Company. Possession of these materials by a licensed insurance producer does not mean that such producer is an authorized agent of The Hartford. To ascertain such information please contact your state's Department of Insurance or The Hartford at 1-888-203-3823. All information and representations herein are as of April 2011. 107615 Printed in U.S.A. April 2011 The Hartford Financial Services Group, Inc., Hartford, CT 06155 All Rights Reserved