The Chubb Customer Center Producer Enrollment Process
The Chubb Customer Center PRODUCER ENROLLMENT PROCESS Table of Contents 1. CCC Enrollment Overview Producer Enrollment Process............................................................. 2 Addendum to Producer Agreement........................................................ 3 Minimum Coverage Recommendations.................................................... 7 2. CCC Post Enrollment Overview Business Solutions..................................................................... 8 Service Offerings...................................................................... 9 Contact Information................................................................... 11 New Business Procedures.............................................................. 12 3. CCC Sample Documents Sample: Customer Welcome Letter...................................................... 13 Sample: Customer Annual Review Letter..................................................14 Sample: Customer Personal Insurance Review..............................................15
The Chubb Customer Center PRODUCER ENROLLMENT PROCESS Step 1 ~ Review Enrollment Forms To begin the enrollment process, the Chubb Customer Center will provide you with the following enrollment forms for review and completion: PRODUCER Enrollment Questionnaire We can provide a CUSTOMER listing for selection and enrollment into the Chubb Customer Center SAMPLE customer welcome letter for your review and approval Step 2 ~ Complete and Submit Enrollment Forms The following forms must be completed, signed and returned to the Chubb Customer Center to ensure successful enrollment: CHUBB CUSTOMER CENTER SERVICE AGREEMENT (retain one copy for your records) PRODUCER Enrollment Questionnaire APPROVED list of customers for CCC enrollment Please INCLUDE your representative s name, title and signature* for the customer welcome letter, if desired. *NOTE: Your signature should be in black ink scanned to us electronically, which we will scan onto the customer welcome letter. Step 3 ~ Confirmation of Enrollment Upon receipt of your completed, signed enrollment forms, the Chubb Customer Center will send you an e-mail confirming enrollment and provide the following: ELECTRONIC file containing your agency enrolled customers NOTE: Our service fee will be applied to the policy commission, effective the renewal date SAMPLE of our customer welcome letter for your final review and approval Step 4 ~ Customer Communication and Notification Upon enrollment, we will notify your CCC enrolled customers about the Chubb Customer Center and will provide them with the following: CUSTOMER welcome letter from the Chubb Customer Center, signed by a member of your agency IMMEDIATE access to our staff of professional, licensed Chubb Customer Center employees 2
CHUBB CUSTOMER CENTER of Federal Insurance Company addendum TO PRODUCER agreement WITH: Producer Name EFFECTIVE: Effective Date The Producer Agreement entered into between INSERT AGENCY (hereinafter "Producer") and Chubb & Son, a division of Federal Insurance Company (hereinafter "Chubb") on MM/DD/YY (hereinafter the "Producer Agreement") is hereby amended as follows: 1. The following terms are added to the Section entitled Definitions: CCC means the Chubb Customer Center, which performs agency servicing functions for Chubb enrolled producers CCC Policy means a policy produced by the Producer which is serviced by CCC in accordance with the terms of this Agreement. CCC Policyholder means an insured with a CCC Policy. Subproducer means a properly licensed insurance producer (agent or broker) who you identify to Company as the authorized representative of the insured and who submits applications to you on behalf of a CCC Policyholder. 2. The following new Section is added to the Agreement: Chubb Customer Center's Authority and Responsibilities Producer grants CCC authority to service CCC Policies. The services provided may include, but are not limited to, handling policy issuance, policy renewals, policy changes, return premiums, cancellation requests, direct billing inquiries, reported claims and such other similar services as are typically furnished by Producer. Such authority shall not include the procurement of new coverage in the event a CCC Policy is cancelled or nonrenewed (or no longer eligible for coverage with a member insurer of the Chubb Group of Insurance Companies). In order to facilitate CCC's provision of services, Producer grants CCC authority to communicate directly with CCC Policyholders. Producer further agrees that its employees will encourage communication between CCC and CCC Policyholders. 3
CHUBB CUSTOMER CENTER of Federal Insurance Company addendum TO PRODUCER agreement WITH: Producer Name EFFECTIVE: Effective Date 3. The following paragraph is added to the Section entitled Premium Collection, Commissions and Premium Trust Accounts: CCC Serviced Policies CCC and Producer agree that all CCC Policies will be handled on a direct-billed basis and subject to the Direct Bill provisions in this Agreement.to AGENT under the Agency Agreement with Chubb by the amount specified in Section 3.1. 4. The following is added to the paragraph entitled Commissions under the section entitled Premium Collection, Commissions and Premium Trust Accounts: As compensation for the service provided by CCC, Producer agrees to a reduction in its commission as specified in the Personal Lines Authority Addendum equal to 2% of gross written premium for all CCC Policies. 5. The following is added to the Section entitled Responsibilities: J. In the event of cancellation or nonrenewal of a CCC Policy, you shall assume sole responsibility for servicing the CCC Policy and assisting the CCC Policyholder with the procurement of new coverage. K. In the event that your relationship with a Subproducer is terminated, you must immediately inform CCC of such termination. 6. The following is added to the Paragraph entitled After Termination under the Section entitled Termination/After Termination: F. Upon termination of the Producer Agreement, the parties shall mutually agree upon a reasonable period not to exceed one hundred and eighty (180) days from the date of the termination notice to transition the servicing provided by CCC to another provider. 7. The following is added to the Paragraph entitled Advertising/Marketing: Any advertising, sales literature, marketing letter or other written or electronic communication prepared by a Producer or Subproducer which refers to CCC shall first be approved by CCC in writing. 4
CHUBB CUSTOMER CENTER of Federal Insurance Company addendum TO PRODUCER agreement WITH: Producer Name EFFECTIVE: Effective Date IN WITNESS WHEREOF, the parties have caused this Service Addendum to be duly executed by their authorized representatives as of the date first set forth above. CHUBB & SON, a division of Federal Insurance Company INSERT AGENCY The ABC Agency Inc. By: Typed Name: Susan M Vella By: Typed Name: Title: Senior Vice Preaident Title: Date: Date: 5
The Chubb Customer Center PRODUCER ENROLLMENT PROCESS Please Type/Print Information Producer s Name:.......................................................................... Chubb Producer Number:.................................................................... Business Address:.......................................................................... Business Telephone #:........................... Fax #:.................................... E-mail Address:............................................................................ Principal:................................................................................. Personal Lines Manager:..................................................................... Personal Lines Representatives: Alpha Split:............................................................................................................................................................................................................................................................................................................................................ CCC Minimum Coverage Recommendations Attached Note: CCC uses the minimum coverage limits as a guideline. Higher limits are always encouraged when appropriate. Comments:........................................................................................... 6
The Chubb Customer Center MINIMUM COVERaGE RECOMMENDaTIONS HOMEOWNERS Recommended Limit Contents Deluxe/Standard Earthquake Deductible CPL is $500,000 Minimum Replacement Cost 50% of dwelling Recommend Deluxe Coverage Mention that it is available Recommended deductible is $1000 offer to quote at least one additional VALUABLE ARTICLES Itemized Versus Blanket Recommend Itemized Coverage CONDOMINIUM/CO-OP/RENTERS Contents Limit General minimum for primaries is $75,000 additions/alterations Determine whether the customer has increased their insurable interest above the 10% standard limit if so, recommend additional coverage Deluxe/Standard Recommend Deluxe Coverage Deductible Recommended deductible is $1000 offer to quote at least one additional AUTOMOBILE Recommended Limit Liability is $300,000 CSL, or $250,000/$500,000/$25,000 if available UM/UIM is $300,000 CSL Minimum equal to liability if available Medical Payments $10,000 if available Physical Damage Recommend physical damage coverage if the vehicle is valued over $2,500 agreed Value Always recommend this coverage Towing Recommend if customer is not an auto club member (Non-Masterpiece states) Road Service Recommend if customer is not an auto club member (Auto Preference states) Loss of Use Recommend (Automatic in Masterpiece & Auto Preference states) Full Glass Recommend if available Lease Gap Coverage Offer for Leased Vehicles (Auto Preference states only) Corporate Car Extension Recommend if Corporate Car in household (Auto Preference states only) PIP In many states PIP is mandatory recommend additional PIP based on need Tort/Threshold Deductible Explain all options Standard deductibles are $1000 for both comprehensive and collision; $750 in New Jersey EXCESS LIABILITY Excess Limit UM/UIM Underlying Requirements Recommend coverage use the assets of the customer as a general guide Recommend coverage mention if available Check state specific Chubb Rate & Rule for minimum underlying coverage requirements for each line of business. YACHT Yacht Liability is $500,000 CSL Deductible Recommended deductible is $500* ADDITIONAL MARKETS Flood Non-Standard Casualty American Bankers & WNC Flood 7
Running Out of Time? BUSINESS SOLUTION FROM THE CHUBB CUSTOMER CENTER The Chubb Customer Center has worked hard to build a reputation for delivering superior service to the customers of our agency partners, while offering sensible back-office solutions to staffing turnover and expense management issues. By providing both sales and service support, we enable our agents to dedicate more time to writing new accounts and growing their book of business. By choosing to use the Chubb Customer Center to support your agency staff, you can create more time for selling, help retain your best customers, increase your agency name recognition, and get the information you need fast! How? Take a moment to review why many of our participating agents use the Chubb Customer Center for their agency business needs. SAVE TIME AND MONEY. We can help you to create more time and save money by providing your customers with guidance at first contact from our team of licensed and highly trained insurance professionals. Customers have access to our toll-free number and can make policy changes and secure insurance quotes, Monday Friday, 8 am to 8 pm and Saturdays from 10 am to 6 pm, EST. CREATE MORE TIME FOR SELLING. By providing back-office service and sales support for your existing clients, we can enable you to dedicate more time to writing new accounts while growing your book of business. Connect with Your Customers. Our account executives establish a level of trust with your clients so that they are as comfortable working with us as they are with a member of your staff. We regularly inquire about changes in coverage or exposure. In addition, we randomly survey customers to solicit feedback on our performance, and we consistently receive the highest marks. RETAIN YOUR BEST CUSTOMERS. With a focus on ensuring adequate protection, our consultants make coverage recommendations upon reviewing your customer s exposures. This consultative approach helps to generate revenue, improve retention, and protect your agency against possible E&O exposures. We will work with you to target select customers to promote the various products they may need. FOR MORE INFORMATION, CALL OR EMAIL Jacqueline Vergne AVP, CCC Manager 908-572-2310 or jvergne@chubb.com 8
Serving Your Business Through The Chubb Customer Center TakE a CLOSER LOOk How important is it that the Chubb Customer Center Provides accurate, timely policy issuance services? Returns customer phones calls within 24 hours? Is committed to ongoing training and education to increase their staff s product knowledge? Our participating agents say we continue to exceed their expectations in the quality care and service provided to their customers through the Chubb Customer Center. HOW DOES THE CHUBB CUSTOMER CENTER SATISFY THE SERVICE EXPECTATIONS OF OUR AGENTS AND CUSTOMERS? TAKE A CLOSER LOOK! Customer Services When your customers call the Chubb Customer Center they have access to: A team of licensed professional with a high level of expertise on Chubb s products and services Monday Friday 8 am to 8 pm and Saturdays from 10 am to 6 pm, EST Coverage consultation to meet individual insurance needs Masterpiece quoting options over the phone Two-day delivery for home closing deadlines in most cases Can provide real-time third party interpreter services for over 175 languages. Customers who primarily speak a language other than English do not have to wait for their own interpreter, or wait for a call back due to the language barrier. Service Standards The Chubb Customer Center maintains a high level of service standards, and provides policy issuance services that are unsurpassed in the industry. Here s how: Customer calls returned same day or within 24 hours of initial contact 98% of all incoming calls answered within 15 seconds 90% of all new lines and 98% of all endorsements are issued within 1-7 days of receipt 93% customer retention 99% accuracy rate on policies issued 9
Serving Your Business Through The Chubb Customer Center TakE a CLOSER LOOk Training and Education To ensure our team of licensed insurance professionals is experienced, knowledgeable and able to assist customers with both personal and regional issues, we provide: Commitment to ongoing training to develop our staff s product knowledge, technical skills and telephone communications Quality review and monitoring of phone calls and correspondence to ensure accuracy and product knowledge Sales coaching and monitoring Aggressive account review and sales training Minimum of 40 hours annually of contract, product and sales-based skills training Underwriting Responsiveness To expedite underwriting responsiveness to our agents, the Chubb Customer Center works closely with a variety of internal resources that include: 47 local branch offices throughout the U.S. 6 regional underwriting centers 227 dedicated, experienced underwriters who can provide risk management assessment and risk management solutions 10
The Chubb Customer Center CONTaCT INFORMaTION Enrolled Customers CCC Service Unit Phone: 800-777-2131 Fax: 800-248-2259 Email: customercenter@chubb.com Hours: Monday Friday, 8 am 8 pm EST Saturday, 10 am 6 pm EST Customer-initiated service questions, endorsement requests Billing questions (phone menu option #1) To report a claim (phone menu option #4) or call directly at 800-252-4670 Staffed with Licensed, Professional, Account Executives Non-resident licenses in 50 states for Homeowners and 48 states for Auto including the District of Columbia; excludes Massachusetts and South Carolina Enrolled Agents agent Call Unit Phone: 800-952-4822 Fax: 800-248-2259 Email: ccc-agent@chubb.com Hours: Monday Friday, 8 am 8 pm EST Saturday, 10 am 6 pm EST Agent Initiated inquiries New business quotes Policy issuance Important Contacts avp, CCC Department Manager: Jacqueline Vergne x2310 (New Enrollments) CCC Marketing Specialist: Christina Miller x2366 (New Enrollments) CCC Unit Manager: Suzanna Maliko x2342 Senior Supervisor: Lily Ritner x2323 Enrollment Coordinator: Nichol Cafone x 2393 E-mail address: customercenter@chubb.com 11
The Chubb Customer Center NEW BUSINESS PROCEDURES agent Call Unit Phone: 800-952-4822 Fax: 800-248-2259 Email: ccc-agent@chubb.com The Chubb Customer Center s Agent Call Unit is staffed with licensed producers who will quote and issue new accounts that we will service for your agency. Our Account Representatives are available Monday to Friday 8 am to 8 pm and Saturday 10 am to 6 pm EST. Our procedures for placing new business are as follows: Please contact your Chubb Underwriter to secure approval for risks when necessary. Please contact the Chubb Customer Center for all new line quotes, inquiries, and transactions for your clients that are enrolled in the Chubb Customer Center. If you are interfaced with Chubb and wish to enter the quote information from your agency, please enter both your producer code and the 999 sub-producer code in the appropriate fields. PLEASE DO NOT ISSUE THE POLICY FROM YOUR AGENCY. After your customer has accepted the Chubb quote, please contact the Chubb Customer Center to have the policy issued from our office to ensure that it has the correct sub-producer code. Per your instructions, we will either mail the new policy to your office or directly to your customer. We will send our Welcome Letter with our contact information to your customer with the new policy, or, 30 days later. Please remind your newly enrolled customer to call the Chubb Customer Center at 800-777-2131 with any coverage questions and policy transactions going forward. We will service your customers directly and work with the Chubb Underwriters to address their coverage needs. 12
CHUBB CUSTOMER CENTER 202 Hall s Mill Road, P.O. Box 1625, Whitehouse Station, NJ 08889-1625 Phone: (800) 777-2131 * Fax: (800) 248-2259 Email Address: customercenter@chubb.com SaMPLE: Customer Welcome Letter Named Insured Street Address City State Zip Date Re; Policy Number: Dear Named Insured: Agency Name is pleased to announce an enhancement to the personal insurance services we offer exclusively for our Chubb customers. To simplify your ease of doing business with us, Agents Name has arranged with Chubb to service your personal insurance needs through the Chubb Customer Center (CCC), located in Whitehouse Station, NJ. The Chubb Customer Center (CCC) is staffed with fully licensed insurance professionals, who are available Monday through Friday from 8:00 a.m. to 8:00 p.m. and on Saturdays from 10:00 a.m. to 6:00 p.m. Eastern Standard Time. Extended business hours and additional staff allow the Chubb Customer Center to meet or exceed your service expectations. The CCC has the ability to provide over the phone interpretation: they have the ability to translate in over 175 languages by three way conversation Agency Name is available to you forany questions; however, we encourageyouto contact the Chubb Customer Center (CCC) at 1-800-777-2131 to discuss any of the following Chubb services or coverage needs: Chubb policy review Chubb coverage inquiries Chubb billinginquiries Chubb policy change requests Additional Coverage needs Becauseinsurance to value is so important, Chubb will perform a complimentary appraisal of your home. This will be done so that your home is insured to 100%of Chubb sestimated replacementcost, enabling you to retain the Extended Replacement Cost feature of your policy. You will be contacted shortly to arrange this inspection. Chubb s website, www.chubb.com/personal, allows you to pay your bills online, while giving you secure access to your policy, bill and claim information. We encourage you to visit and enroll in Chubb Auto Payment under the "Pay My Bills" section. You can also arrange to receive your Chubb policy delivered by email. We encourage you to subscribe to Accent, Chubb s monthly, on-line lifestyle magazine. You ll find a link on the above noted website, or simply visit www.accent.chubb.com. Our arrangement with the Chubb Customer Center (CCC) represents our commitment to deliver the service expertise and excellence that you have come to expect from Agency Name and Chubb.We appreciate your personal insurance business and the faith you have placed in us. With Thanks, Agency Name Chubb Customer Center, a division of Federal Insurance Company 13
CHUBB CUSTOMER CENTER 202 Hall s Mill Road, P.O. Box 1625, Whitehouse Station, NJ 08889-1625 Phone: (800) 777-2131 * Fax: (800) 248-2259 Email Address: customercenter@chubb.com SaMPLE: Customer annual Review Letter Martin Brady 1 Main Street Whitehouse Station, NJ 08889 December 5, 2013 Dear Valued Customer: We want to take a moment to thank you for entrusting us with your personal insurance through our relationship with BrokerName. You have been conscientious in seeking superior insurance protection through Chubb, but you may still be exposed to additional risks that you may not have anticipated. Lifestyles change from year to year. Homes, automobiles and other possessions are purchased or sold, assets increase and new drivers are licensed. All these changes influence insurance coverage. Your policies may not be affording the protection you think you have. A review of your current insurance program can help protect your personal assets by providing you with an analysis of your exposures and policies before a loss occurs. As part of the review process, The Chubb Customer Center can assist you in making sure your insurance program and coverages are up-to-date, so you can have peace of mind. Reviewing coverage and policy limits may also uncover cost savings for you in the form of preferred rates, credits for protective devices, multiple policy discounts or different deductibles. We ask that you take a few moments to complete the enclosed Personal Insurance Review. Please note that this is a partial checklist of items that could affect your personal insurance coverage and may change over time. We encourage you to call The Chubb Customer Center today to speak with one of our licensed Account Executives to review your personal insurance program. If you prefer to send back your completed questionnaire, please take a moment to update your current contact information so one of our Account Executives can reach you. Thank you for insuring through Chubb and BrokerName. We look forward to hearing from you. Sincerely, Jacqueline Vergne Sales & Service Manager Serving the valued customers of BrokerName 14 Chubb Customer Center, a division of Federal Insurance Company
CHUBB CUSTOMER CENTER 202 Hall s Mill Road, P.O. Box 1625, Whitehouse Station, NJ 08889-1625 Phone: (800) 777-2131 * Fax: (800) 248-2259 Email Address: customercenter@chubb.com SaMPLE: Personal Insurance Review Martin Brady 1 Main Street Primary Phone Number: (908) 777-2131 Whitehouse Station, NJ 08889 Primary Email Address: Chubb@Chubb.com To make changes to your Chubb policy, please contact the Chubb Customer Center at 1-800-777-2131. Updated Contact Information (If Applicable): Address:... Phone:...... Email:... Property/Homeowners 1. Have you made any major renovations to your home or others structures on your property? o Yes o No 2. Have you purchased a secondary residence or vacation home? o Yes o No 3. Have the occupants in your household changed? o Yes o No 4. Have you installed a fire or burglar alarm system or any other protective devices? o Yes o No 5. Have you sold or gifted any major items in the past year? o Yes o No 6. Have you acquired any valuables, including: jewelry, furs, fine art, silverware, antiques or collectibles? o Yes o No 7. Is Flood coverage* required or a concern near your home? o Yes o No * Your Homeowner policy does not cover you for loss resulting from flood. If your property is located in a flood zone, flood coverage is required. To ensure you have the appropriate coverage needed to protect your home and property in the event of a flood, please call the Chubb Customer Center today. Automobile 1. Have you purchased, leased or sold any vehicles in the past year? o Yes o No 2. Have any household members become newly licensed in the past year? o Yes o No 3. Are there drivers listed on your policy, who no longer reside in your household? o Yes o No 4. Are there drivers in the household not listed on your policy? o Yes o No 5. Do you have vehicles garaged at a location other than your primary residence? o Yes o No 6. Do you or other members of your household drive a company car? o Yes o No 7. Do you or other members of your household own a collector car? o Yes o No If you answered YES to question #2, #3 OR #4, please list the driver information below: Driver name Driver license # Driver name Driver license # 1....3.... 2....4.... Miscellaneous 1. Have you purchased any of the following items: Motorcycles, jet-skis, snowmobiles, campers, golf carts, boats? o Yes o No 2. Do you employ any permanent live-in domestic help or part-time help such as housekeepers, child care workers, groundskeepers? o Yes o No 3. Do you or any members of your household operate an in-home business? o Yes o No 4. Are your total assets higher than your current personal liability limit? o Yes o No Lookup Code Chubb Customer Center, a division of Federal Insurance Company 15
Chubb Group of Insurance Companies P.O. Box 1615 Warren, New Jersey 07059 www.chubb.com/ccc Form 31-01-0011 (Rev. 4/15)