THE CHUBB CUSTOMER CENTER Producer Enrollment Packet

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					THE CHUBB CUSTOMER CENTER
Producer Enrollment Packet
Table of Contents

1. CCC Enrollment Overview
  Producer Enrollment Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
  Sample: CCC Service Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
  Sample: Producer Enrollment Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
  Minimum Coverage Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7


2. CCC Post Enrollment Overview
  Business Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
  Service Offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
  Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
  New Business Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
  Sample: Quarterly Agency Management Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13


3. CCC Sample Documents
  Sample: Customer Welcome Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
  Sample: Customer Endorsement Follow-up Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
  Sample: Customer Annual Review Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
  Sample: Customer Personal Insurance Questionnaire . . . . . . . . . . . . . . . . . . . . . . . . . 18
  Sample: Customer Satisfaction Survey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
                                                                                                                        ENROLLMENT OVERVIEW
                      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:

         •   Three copies of the Chubb Customer Center Service Agreement
         •   Producer Enrollment Questionnaire
         •   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




                                                                                                                        POST ENROLLMENT OVERVIEW
         to ensure successful enrollment:
         •   Two copies of the Chubb Customer Center Service Agreement (retain one copy for your records)
         •   Producer Enrollment Questionnaire
         •   Approved list of customers for CCC enrollment
         •   Supply of your agency letterhead and window mailing envelopes. Please include your representative’s
             name, title and signature* for the customer welcome letter.
             *NOTE: Your signature should be in black ink on a separate sheet of white paper, 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
         • Introduction to the Chubb Customer Center Sales and Agency Relationship Manager for future requests

Step 4 ~ Customer Communication and Notification                                                                       SAMPLE DOCUMENTS

         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, on your letterhead, signed by
           a member of your agency
         • Wallet cards, which contain the Chubb Customer Center’s toll-free phone number, fax number,
           address, e-mail address and the Chubb Claims Department phone number
         • Immediate access to our staff of professional, licensed Chubb Customer Center employees



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                          The Chubb Customer Center
                          Producer Enrollment Process



CHUBB CUSTOMER CENTER of Federal Insurance Company
SERVICE AGREEMENT
This Agreement is made between Chubb & Son, a division of Federal Insurance Company, an Indiana corporation
with offices at 202 Hall’s Mill Road, P.O. Box 1625, Whitehouse Station, New Jersey (hereinafter referred to as
“CCC”), and

                   The ABC Agency Inc.

with offices at    1 Main Street, Anytown, NJ 12345

(hereinafter referred to as “AGENT”).

In consideration of the mutual promises and covenants hereinafter set forth, CCC and the AGENT hereby
agree as follows;


Section 1 - CCC’s Authority And Responsibilities

1.1         AGENT authorizes CCC to service policies for AGENT’s customers, as specified from time to time by
            mutual agreement between CCC and AGENT. 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 AGENT.
            CCC and AGENT agree that all insurance policies serviced by CCC will be handled on a direct-billed basis.

1.2         In order to facilitate CCC’s provision of services as set forth in Paragraph 1.1, AGENT authorizes CCC to
            communicate directly with AGENT’s specified customers. AGENT further agrees that its employees will
            encourage communication between CCC and AGENT’s specified customers.

1.3         CCC and its employees warrant that they shall comply with all applicable federal and state laws, including
            but not limited to, laws governing privacy.


Section 2 - Agent Responsibilities

2.1         AGENT shall supply CCC or Chubb & Son, a division of Federal Insurance Company (hereinafter “Chubb”),
            with a list of all insurance licenses it holds by state and type and shall notify CCC or Chubb as soon as possible
            of any changes.

2.2         AGENT and its employees warrant that they shall comply with all applicable federal and state laws, including
            but not limited to laws governing privacy.

2.3         AGENT shall not, without CCC’s prior written consent, use CCC’s name in any written external marketing
            material.

2.4         AGENT shall maintain Producer Errors and Omissions insurance in a minimum amount of one-million
            dollars, ($1,000,000).
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                       The Chubb Customer Center
                       Producer Enrollment Process



Section 3 - Compensation

3.1     AGENT shall agree to a reduction in commission for policies serviced by CCC in accordance with AGENT’s
        designation equal to 2% of gross (of return premium) written premium for all such personal lines insurance
        policies written through the various insurance companies managed by Chubb.

3.2     CCC and AGENT recognize that AGENT is a party to an Agency Agreement with Chubb. The terms and
        conditions of the Agency Agreement including any amendments thereto are incorporated herein and made a
        part of this Agreement as if set forth at length. AGENT authorizes Chubb to reduce the commission payable to
        AGENT under the Agency Agreement with Chubb by the amount specified in Section 3.1.



Section 4 - Indemnification

4.1     CCC shall indemnify, defend, and hold AGENT harmless for any and all liability, damages, costs, and expenses
        (including, but not limited to, reasonable attorney’s fees) that may result from the acts or omissions of CCC and/or
        its agents, servants, and employees in connection with the performance of this Agreement, provided AGENT has
        not caused or contributed to such liability, damages, costs, and expenses by its own acts or omissions.

4.2     AGENT shall indemnify, defend, and hold CCC harmless for any and all liability, damages, costs, and expenses
        (including, but not limited to, reasonable attorney’s fees) that may result from the acts or omissions of AGENT
        and/or its agents, servants, and employees in connection with the performance of this Agreement, provided
        CCC has not caused or contributed to such liability, damages, costs, and expenses by its own acts or omissions.

4.3     As a condition precedent to the indemnification set forth in Paragraphs 4.1 and 4.2 of this Agreement, the
        parties shall promptly notify each other of any claim or suit against it and shall further allow each other to make
        any investigation, settlement, or defense thereof that it determines to be necessary.

4.4     This section (Indemnification) shall survive the term of this Agreement.



Section 5 - Ownership of Expirations and Renewals

5.1     AGENT owns the expirations and renewals of all insurance policies serviced by CCC pursuant to this
        Agreement, to the same extent and on the same conditions set forth in the Agency Agreement between
        AGENT and Chubb or any other agency agreement with another carrier, as applicable.

5.2     Notwithstanding Paragraph 5.1 of this Agreement, in the event that AGENT fails to effectuate the reduction in
        commission under this Agreement, CCC shall have a security interest in said expirations and renewals to the
        extent of the unpaid amount.




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                       The Chubb Customer Center
                       Producer Enrollment Process



Section 6 - Effective Date/Termination

6.1     This Agreement shall be effective as of January 1, 2006 regardless of the date on which it is signed by the parties.

6.2     This Agreement shall remain in effect indefinitely until terminated by either party hereto, as set forth in
        Paragraphs 6.3 and 6.4.

6.3     This Agreement may be terminated:

               (a) at any time by mutual written agreement between the parties;

               (b) immediately by either party upon written notice to the other party if the other party is in default of any
                   of its obligations under this Agreement; or

               (c) by either party upon one-hundred eighty (180) days’ prior written notice to the other party.

6.4     This Agreement shall terminate immediately upon the occurrence of the following events:

               (a) termination of the Agency Agreement between AGENT and Chubb;

               (b) with respect to personal lines classes of business, modification of the Agency Agreement between
                   AGENT and Chubb discontinuing AGENT’s authority to solicit, bind, issue, or deliver policies of
                   insurance for those classes of business;

               (c) the violation of any laws by either party provided that the party claiming the violation shall give the
                   violating party adequately detailed notice of the claimed violation;

               (d) if AGENT ceases doing business as a going concern, makes an assignment for the benefit of creditors,
                   admits in writing its inability to pay its debts as they become due, files a petition seeking relief for itself
                   under the federal Bankruptcy Code or any similar federal or state statute, law, or regulation, or files an
                   answer admitting the material allegation of such a petition, or consents to or acquiesces in the
                   appointment of a trustee, receiver, or liquidator for all or any substantial part of its assets or properties.

6.5     In the event of termination by either party, the commission reduction referred to in Paragraph 3.1 shall be
        effective up to the date of termination of the policy. The obligation of CCC to provide the services described in
        Paragraph 1.1 shall cease on the effective date of termination for this Agreement.




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                      The Chubb Customer Center
                      Producer Enrollment Process



Section 7 - Miscellaneous

7.1    This Agreement shall be deemed a contract made under the laws of the State of New Jersey and shall be construed
       and enforced in accordance with and governed by the laws of such state.

7.2    Neither party may assign this Agreement without the prior written consent of the other party, which consent shall
       not be unreasonably withheld.

7.3    This Agreement may not be modified or amended except by mutual written agreement signed by AGENT
       and by CCC.

7.4    This Agreement supersedes all prior agreements between AGENT and CCC, whether written or oral.

7.5    All notices under this Agreement shall be served by Certified Mail upon the parties at the addresses listed in the
       Preamble of this Agreement.

7.6    It is the intent of the parties that the status of AGENT shall at all times be that of an independent contractor in all
       relations with CCC. The parties agree that no relationship of principal and agent or employer and employee is
       intended by this Agreement, and, in fact, no such relationships exists between the parties. The parties understand
       and agree that AGENT shall have no authority to bind CCC in any matters whatsoever, including, but not limited
       to, the binding of any insurance on behalf of CCC with respect to business under this Agreement.


       IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be duly executed by their
       authorized representatives as of the date first set forth above.



       CHUBB & SON, a division                                                      The ABC Agency Inc.
      of Federal Insurance Company


       By: __________________________________                        By: ______________________________________

       Typed                                                         Typed
       Name: SUSAN M. VELLA                                          Name: ___________________________________


       Title: SR. VICE PRESIDENT                                     Title: ___________________________________


       Date: July 29, 2005                                           Date: ___________________________________




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                          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              CPL is $500,000 Minimum
Contents                       Replacement Cost – 50% of dwelling
Deluxe/Standard                Recommend Deluxe Coverage
Earthquake                     Mention that it is available
Deductible                     Recommended deductible is $500 – 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 $500 – 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                 Explain all options
Deductible                     Standard deductibles are $500 for both comprehensive and collision;
                               $750 in New Jersey

                                       Excess Liability

Excess Limit                   Recommend coverage – use the assets of the customer as a general guide
UM/UIM                         Recommend coverage – mention if available
Underlying Requirements        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                          American Bankers
Non-Standard Casualty          Progressive    4/05
                                                                                                         7
                                                                                                                         ENROLLMENT OVERVIEW
                          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.




                                                                                                                         POST ENROLLMENT OVERVIEW
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 2 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. We maintain open communication with your customers through our
account reviews and annual renewal questionnaire. The renewal questionnaire allows the customer to provide
us with information about changes in coverage or exposures. 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.

Online Access to Information. We distribute quarterly reports, which will enable you to monitor the
performance of your book of business. In addition, we provide award-winning download service and online                 SAMPLE DOCUMENTS
access to policy, billing, claim and appraisal information.


                                      For more information, call or email
                                               Jacqueline Vergne
                                          Sales & Marketing Manager
                                     908-572-2310 or jvergne@chubb.com.




                                                                                                                    9
                               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 highly trained insurance professionals, available
       Monday – Friday 8 am to 8 pm and Saturdays from 10 am to 2 pm, EST
     • Coverage consultation to meet individual insurance needs
     • Masterpiece® quoting options over the phone
     • Two-day delivery for home closing deadlines

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
     • 100% of all renewals issued within established company or state regulatory guidelines
     • 90% customer retention
     • 99% accuracy rate on policies issued

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



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                                 The Chubb Customer Center
                                 Contact Information



Enrolled Customers:

    CCC Service Unit:                                  Phone:             800-777-2131
                                                       Fax:               800-248-2259
                                                       Hours: Monday-Friday, 8 am – 8 pm,
                                                       Saturday, 10 am – 2 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 Managers
                     Non-resident licenses in 50 states for Homeowners and 48 states for Auto
                   including the District of Columbia; excludes Massachusetts & South Carolina


Enrolled Agents:

    Agent Call Unit:                                   Phone:             800-952-4822
                                                       Fax:               800-248-2259
                                                       Hours: 8 am – 6 pm, EST

            • Agent Initiated inquiries
            • New business quotes
            • Policy issuance


Important Contacts:

      CCC Department Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Jacqueline Vergne x2301
      (New Enrollments)
      Senior Supervisor: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Suzanna Maliko x2342
       . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Christopher Denis x2329
      Enrollment/Commission Coordinator: . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nichol Cafone x2343
      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



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, from 8 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 Agent Call Unit 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 Agent Call Unit 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.

     • At your request, we will send our Welcome Letter and wallet cards 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
                                 Sample: Quarterly Agency Management Report
                                 Tracking Activity Reports for the ABC Agency, Inc.
                                 From 01/01/06 to 12/31/06


New Customer
Customer                                T ransaction Date              C overages                                Premium
Baker Mary                               02/09/06                       Vehicle                                  1653.00
David Robert                             02/27/06                      Home / Flood                              1655.00
Total Number of New Customers                                          2
Total Premium Generated                                                3308.00


Up-Selling Coverage
Customer                                T ransaction Date              C overages                                Premium
Edwards Sarah                            02/11/06                      VAC Increase                              $331.00
Washington Arthur                        02/28/06                       Additions and Alterations Increase       $148.00
Total Number of Up-Selling                                             2
Total Premium Generated                                                $479.00


Cross-Selling/Account-Rounding
Customer                                T ransaction Date              C overages                                Premium
Kingston Margaret                        02/15/06                       VAC                                      $540.00
Nolan Terry                              02/27/06                       Vehicle                                 $1243.00
Total Number of Cross-Selling/
Account-Rounding                                                       2
Total Premium Generated                                                $1783.00


Cancellations
Customer                                T ransaction Date              C overages                                Premium
Drake Michael                            02/06/06                      Replaced by Agency                        $458.00
Total Number of Cancellations                                          1
Total Premium Generated                                                $458.00


Personal Insurance Questionnaires
Customer                          D ate Mailed        D ate Received         Cu stomer Response                            Premium
Adams James                        02/04/06           02/10/06               Customer called/returned –
                                                                             personal information update only                 0.00
Baker Mary                        02/13/06             02/27/06              Customer called/returned – no changes            0.00
Caldwell William                  02/25/06                                                                                    0.00
Davis Robert                      02/27/06             02/31/06              Up-sold – VAC increase                        $356.00
Total Number Mailed                                                          4
Total Number Returned                                                        3
Total Number Returned
Resulting in Premium Change                                                  1
Total Premium Generated                                                                                                    $356.00


CUSTOMER SATISFACTION SURVEYS
Customer                          D ate Mailed        D ate Received         Cu stomer Response
Green Mark                         02/15/06           02/21/06               Very Good
Romanowski Betty                   02/15/06           02/28/06               Excellent
Traylor Warren                     02/15/06           02/29/06               Excellent
Total Number Mailed                                                          3
Total Number Returned                                                        3



                                                                                                                                     13
ENROLLMENT OVERVIEW                      POST ENROLLMENT OVERVIEW   SAMPLE DOCUMENTS




                                                                                       15
                      Sample Documents
                     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

March 1, 2012


Mr. and Mrs. John James
1101 Broadway
Summit, NJ 07901


Dear Mr. and Mrs. James:

ABC Agency, Inc. is pleased to announce an enhancement to the personal insurance services we offer exclusively
for Chubb customers. To simplify your ease of doing business with us, ABC Agency, Inc. 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 – Friday from 8 am to 8 pm and on Saturday from 10 am to 2 pm Eastern Standard Time. Extended
business hours and additional staff allow the Chubb Customer Center to surpass your service expectations.

Our office is available to you for any questions; however, we encourage you to contact the Chubb Customer
Center (CCC) at 1-800-777-2131 to discuss any of the following Chubb service or coverage needs:
      • Chubb policy review
      • Chubb coverage inquiries
      • Chubb billing inquiries
      • Chubb policy change requests
      • Report a Chubb claim

The enclosed wallet cards provide you with the Chubb Customer Center (CCC) phone number and hours of
operation. Please keep the cards in a convenient place for future use.

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) and Chubb. We appreciate you placing
your personal insurance business with us.

Sincerely,




ABC Agency, Inc.




                       Chubb Customer Center, a division of Federal Insurance Company
16
                    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 Endorsement Follow-up Letter

March 1, 2012


Mr. and Mrs. John James
1101 Broadway
Summit, NJ 07901


Dear Mr. and Mrs. James:

At your request, I have decreased the personal injury and/or property damage liability coverage provided on
your Chubb Automobile Policy # 111111111-11 to $100,000 effective 1/1/04. The revised policy will be
mailed to you shortly.

As discussed during our telephone conversation, I recommend that you maintain higher liability limits than
the amount you requested. It is very important that you are properly protected against the possibility of
financial hardship in the event you are legally responsible for another person’s bodily injury or property
damage.

If you wish to reconsider your decision, or need further assistance, please call the Customer Center at (800)
777-2131.



Sincerely yours,




Susan Smith
Staff Assistant




Serving the valued customers of The ABC Agency Inc.




                     Chubb Customer Center, a division of Federal Insurance Company
                                                                                                            17
                    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

March 1, 2012


Mr. and Mrs. John James
1101 Broadway
Summit, NJ 07901


Dear Mr. and Mrs. James:

Together with your insurance agent, The ABC Agency Inc., we recommend a periodic review of your
personal insurance needs. We want to be sure that when it comes time for your insurance to work for you,
you have all the proper protection with no overlaps or gaps in your coverages. Additionally, a review is
critical in making adjustments to any recent changes in your insurance program.

For example, in the past few years you may have:

• Remodeled or made additions to your primary home
• Purchased a second home
• Had children reach driving age or go off to college
• Purchased jewelry, collectibles or fine art

Please take a few moments to complete the attached checklist. If you have answered (yes) to any of the
questions or require changes to your personal information, we ask that you call us as soon as possible to
avoid any possible gaps in coverage. When you call, one of our licensed Account Managers will take the
time to review your personal insurance needs with you.

This review will be conducted over the telephone within minutes. You can reach us at 1-800-777-2131
Monday through Friday 8 am to 8 pm EST and on Saturdays 10 am to 2 pm EST.

We appreciate your business.

Sincerely,

The Chubb Customer Center
Serving the valued customers of the The ABC Agency Inc.




                     Chubb Customer Center, a division of Federal Insurance Company
18
                           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 Personal Insurance Questionnaire

      MR. AND MRS. JOHN JAMES                                                  HOME PHONE: (908) 253-1552
      1101 BROADWAY                                                            W ORK PHONE:
      SUMMIT, NJ 07901                                                         E-MAIL ADDRESS:

Please take a few moments to answer the questions on this brief checklist to make sure that your insurance coverage
                          *
is up-to-date and complete. If you checked (yes) or require changes to your personal information please call
The Chubb Customer Center, 800-777-2131.

Property/Homeowners
Have you made any major renovations to your home or                                         Yes             No
others structures on your property?
Have you purchased any additional homes or properties?                                      Yes             No
Have you installed any alarms or other protective devices?                                  Yes             No
Have the occupants in your household changed?                                               Yes             No
Have you acquired any jewelry, furs, collectibles, silver, fine arts or antiques?           Yes             No
Have you sold or gifted any major items in the past year?                                   Yes             No
Are you concerned about flooding near your home?                                            Yes             No

Automobile
Have you bought, leased or sold any vehicles in the past year?                              Yes             No
Are there any newly licensed drivers in the household, or are any
listed drivers no longer in the household?                                                  Yes             No
Are any vehicles garaged at a different location?                                           Yes             No
Do any household members drive a company car?                                               Yes             No

Miscellaneous
Have you acquired any of the following: motorcycles, jet-skis, snowmobiles,                 Yes             No
campers, golf carts or boats?
Do you employ any permanent live-in help or outside workers such as                         Yes             No
housekeepers, child-care workers, groundskeepers, etc?
Do any household members own or operate a business at home?                                 Yes             No
Are your total assets higher than your liability limit?                                     Yes             No

* This checklist provides only a partial listing of items and risks that may change over time.
  Call The Chubb Customer Center, 800-777-2131, for a complete review of your particular situation.

                                                          00003345

                             Chubb Customer Center, a division of Federal Insurance Company
                                                                                                                      19
                                The Chubb Customer Center
                                Sample: Customer Satisfaction Survey




At the Chubb Customer Center, we strive to exceed our customer’s expectations when it comes to ease of doing business, providing
quality service and understanding our customer’s personal insurance needs. To ensure we continue to maintain the highest level of
customer satisfaction, we’d like to hear from you.

Please let us know what you think by rating our service in each of the following areas:

Ease of Doing Business
                                             1                       2                          3                      4
                                        Not Satisfied            Satisfied                Very Satisfied      Exceeded Expectations
Ease of reaching us                          1                      2                           3                      4
Convenience of hours                         1                      2                           3                      4
of operation


Customer Services – Account Representatives
                                             1                       2                          3                      4
                                        Not Satisfied            Satisfied                Very Satisfied      Exceeded Expectations
Demonstrated high level of
understanding your personal                  1                      2                           3                      4
insurance needs?
Level of knowledge and
expertise of Chubb products                  1                      2                           3                      4
and policies?


Responsiveness to Your Requests
                                             1                       2                          3                      4
                                        Not Satisfied            Satisfied                Very Satisfied      Exceeded Expectations
Timeliness and accuracy of                   1                      2                           3                      4
your request?
Follow-through on                            1                      2                           3                      4
promised action?


Overall level of Satisfaction
                                             1                       2                          3                      4
                                        Not Satisfied            Satisfied                Very Satisfied      Exceeded Expectations
                                             1                      2                           3                      4


Comments:

 _______________________________________________________________________________________________________________

 _______________________________________________________________________________________________________________

 _______________________________________________________________________________________________________________

 _______________________________________________________________________________________________________________


 _______________________________________________________________                          _______________________________________
                              Name                                                                         Date

                                                                                                                                      21
Chubb Group of Insurance Companies
P.O. Box 1615
Warren, New Jersey 07059
www.chubb.com/personal


Form 31-01-0011 (Rev. 11/11)

				
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