1. 1 Welcome to CSA has insured millions of travelers each year. The purpose of this presentation is to ensure you have the knowledge you need to effectively sell these products to protect your clients. Webinar

2. 2 Today’s Objectives 1.Explain the risks associated with travel and how travel insurance can protect against those risks. 2.Explain the insurance product offerings of the A390. 3.Relate real-life situations to the applicable coverages. 4.Relate various product features to their descriptions. 5.State at least three ways to encourage the sale. 6.Explain how monetary rewards are earned and the pay out process.

3. 3 Who is CSA? CSA Travel Protection is a San Diego based company that was founded in 1991. Since then CSA has grown into one of the nation’s leading travel insurance companies. CSA has built its reputation on standing behind its customers and evolving its Convenience, Security and Assistance products and services to meet traveler needs. Through superior customer service, industry-leading innovation and common-sense coverage, CSA is with its customers every step of the way, whenever and wherever they need us.

4. 4 What is Insurance? Insurance is a way to transfer risk from an independent agent to CSA. Travel insurance is a way for travelers to transfer the unique risks associated with traveling from themselves to an insurance company.

5. Agent Error & Omission Insurance Before we discuss selling insurance to your clients, are you covered? Travel Agent Professional Liability Insurance It doesn’t matter if you are a home based agency, retail agent, tour operator or internet based agency – if your business isn’t properly protected, you could be faced with spiraling defense costs and expensive judgments or settlements. As the landscape of the travel industry continues to change, so do the insurance needs of travel professionals. These are insurance plans that you, as an independent agent, purchase at a premium for potential risks. If your business is not properly protected, you could be faced with major defense costs and expensive judgments or settlements. See Pulaski Tickets & Tours website for application.

6. 6 Insurance = Peace of Mind CSA’s job is to ensure that your clients’ dreams don’t turn into nightmares. Our products protect travelers from risks before, during and after their vacation. Insurance is the best way to provide your clients with peace of mind, so that they can simply enjoy their vacation experience.

7. 7 When and How to Contact CSA There are times when it would be easier to defer the issue to CSA: CSA has a well-trained staff ready and waiting to assist you and your clients. We’re just a phone call away! Please call us at: (866) 922-0278 When you or your client have complex or detailed coverage questions. When the client wants to cancel, change dates or change the coverage amount. When your client has questions about their pending claim.

8. 8 When and How to Contact CSA Don’t forget about your CSA dedicated account management team: (continued) Rhonda Abedsalam National Account Manager Phone: (858) 810-2045 Email: rna@csatp.comrna@csatp.com Cathy Backus Worldwide Director Phone: (858) 810-2384 Email: cbakus@csatp.comcbakus@csatp.com

9. 9 Here is the plan you will offer…

10. When is the best time to sell it? Always best to sell the insurance at the time of deposit, especially if it is a non refundable fare. This is the best way to protect you from any unforeseen situations that may arise.

11. 11 Some Important Dates Below is an illustration of some of the important dates related to the insurance and travel. App (Application date) = date client purchases the plan Eff (Effective date) = date some of the product features go into effect Dep (Departure date) = date client departs for their trip Rtn (Return date) = date client returns home from their trip A p p 2/1 E f 2/2 Dep & Rtn 3/6 3/13

12. 12 SERVICES – Informational Let’s see how our 24-Hour Services can assist your client before and during their vacation. Your clients will be able to take advantage of the informational services any time after they purchase the plan until they return home. These services can help your clients prepare for their vacation. “Are there any vaccination requirements?” WORLDWIDE MEDICAL INFO “Are there any special events? Where’s the nearest ATM?” CONCIERGE SERVICES A p p 2/1 E f 2/2 Dep & Rtn 3/6 3/13

13. 13 SERVICES - Emergency Let’s see how our 24-Hour Emergency Assistance Services can assist your client before and during their vacation. Emergency services will take effect on your client’s departure date. These services can assist your client during, and in some cases, after their trip. “Where is the nearest hospital? I got hurt at this port!” MEDICAL REFERRAL SERVICE “Where is the nearest hospital? I got hurt at this port!” MEDICAL REFERRAL SERVICE “I don’t speak the language where I’m going. What if I need help?” INTERPRETATION/ TRANSLATION SERVICES A p p 2/1 E f 2/2 Dep & Rtn 3/6 3/13

14. 14 Trip Cancellation Trip Cancellation Coverage Effective At 12:01am the day after your client purchases their insurance plan, Trip Cancellation coverage will go into effect (Eff) and will protect your client up until their departure date (Dep). This coverage protects your client’s vacation investment against certain unforeseen events that prevent the client from taking their trip. The A390 has over 15 covered events for Trip Cancellation. Some of the most common covered reasons for cancellation include: 1. Sickness, Injury or Death of the Insured, Traveling Companion or a Family Member. 2. Inclement Weather or mechanical breakdown causing Common Carrier delays, or organized labor strikes affecting public transportation. 3. Involuntary employment termination or layoff of the Insured The A390 has over 15 covered events for Trip Cancellation. Some of the most common covered reasons for cancellation include: 1. Sickness, Injury or Death of the Insured, Traveling Companion or a Family Member. 2. Inclement Weather or mechanical breakdown causing Common Carrier delays, or organized labor strikes affecting public transportation. 3. Involuntary employment termination or layoff of the Insured A p p 2/1 E f 2/2 Dep & Rtn 3/6 3/13

15. 15 When Do the Other Coverages Go Into Effect? We just learned how Trip Cancellation coverage protects your client’s investment before their trip. But what happens next? All other coverages effective on client’s departure date (Dep) Let’s begin by looking at our Trip Interruption coverage. This coverage will protect your client’s vacation investment against unforeseen events if your client is interrupted during their trip. Since the majority of cancellation risks can also happen during your client’s trip, Trip Interruption coverage has the same covered reasons as Trip Cancellation. A p p 2/1 E f 2/2 Dep & Rtn 3/6 3/13

16. 16 Trip Interruption Certain reasons can cause your client to cancel, but these reasons can also cause your client to interrupt their trip. The insured may have a family member back home that becomes ill or injured, which could cause them to return home early and miss a portion of their trip. Trip Interruption would reimburse your client for the portion of the trip they missed. Trip Interruption coverage provides reimbursement of up to 150% of your client’s trip cost… Why does it cover up to 150%? Imagine your client got a great deal on an airline ticket to Orlando 6 months earlier. While on their trip, their mother gets sick and they have to fly home the next day. The ticket home will now cost much more than the original ticket home since it needs to be purchased at the last minute. This is why we will reimburse up to 150% of the trip cost.

17. 17 Travel Delay A Travel Delay occurs when your client is delayed for 6 hours or more during the covered trip. Travel Delay provides benefits, up to $150 per day, for the following reasonable additional unplanned expenses for: Hotel accommodations MealsLocal transportation Telephone calls

18. 18 Baggage & Personal Effects and Baggage Delay Dep 3/6 Rtn 3/14 Baggage & Personal Effects coverage will protect your client’s personal belongings from loss, theft or damage anywhere and anytime during the trip. Baggage & Personal Effects benefits provide reimbursement for the lesser of the following: -Actual Cash Value of the item -The cost to repair or replace the item Baggage Delay provides benefits to reimburse the client for the purchase of necessary personal effects when your client’s bags are delayed/misdirected/lost for at least 24 hours during the Covered Trip. Note that luggage delayed on the way home is not covered, as the delay will not be for 24 hours during the Covered Trip – that delay would be after the Covered Trip.

19. 19 Medical or Dental Expense As a matter of fact, the A390 offers benefits under this coverage for up to 1 year AFTER the date of the Injury. For example, if your client requires follow-up treatment for a sprained ankle after he returns home. D 3/6 R 3/12 Injury X 3/8 + 365 days from date of incident Benefits end 3/8 So any co-pays for doctors visits, prescriptions, or physical therapy related to the sprained ankle (not covered by the client’s primary health insurance) will be eligible for coverage until 3/8 the following year! Medicare does not provide coverage outside of the U.S. Other primary health care insurance companies often do not provide coverage outside of the U.S. and some providers will only cover a portion of the expenses if the client is traveling outside of the country. Many of your clients assume their other insurance will cover this type of situation – it’s important you let them know the real deal! They should buy the A390! The Medical or Dental Expense benefit provides coverage for the necessary medical, surgical and emergency dental care costs if your client becomes sick or accidentally injured while on the Covered Trip.

20. 20 Emergency Assistance So what happens if your client incurs a serious injury or sickness on vacation that requires immediate treatment at a medical facility? What if there isn’t a suitable medical facility nearby? Our Emergency Assistance coverage addresses these types of serious situations, like emergency evacuations from a remote location. This coverage provides benefits for: Transportation to the nearest suitable medical facility Transportation to return home once the patient is fit to fly Transportation to return minors home if their guardian is hospitalized Transportation to fly someone to the patient if they are hospitalized & traveling alone and more…

21. 21 Accidental Death & Dismemberment This coverage is for the worst case scenarios and provides benefits for loss of life, limb and/or eyesight due to an accident or the exposure & disappearance resulting from an accident. This is the kind of coverage that really gives your clients peace of mind in the event of a tragedy or disfiguring accident.

22. 22 Additional Product Features & Selling Points In addition to the services, coverages and benefits included with the A390, there are some other valuable product features that can be used as selling tools. This is our satisfaction guarantee: CSA will provide a refund of your client’s insurance premium if he/she decides to cancel their insurance within 10 days of purchase and have not filed a claim nor departed on their trip. Pre-existing medical conditions are accepted as long as your client is medically able to travel when the plan is purchased.

23. 23 Optional “Cancel For Any Reason” Coverage

24. 24 Now you know the product…it’s time to sell it! One of our objectives is to be able to state at least three ways to encourage the sale. There are a few simple techniques you can use to increase your chances of selling your client the travel insurance… Once the trip is booked, assume the insurance sale – quote trip with insurance included Highlight a coverage or benefit (Trip Cancellation, Travel Delay, Rental Car, etc.) 1 1 2 2 3 3 4 4 5 5 Highlight a service (Locating lost baggage Concierge, etc.) Promote the 10-day free look and that each trip covers up to 10 people Use real-life examples

25. 25 One of the most effective ways to close the sale is to share real stories with your clients. As you become more experienced, you will surely work with clients who purchased the insurance and incurred a loss that required them to file a claim. Many of those clients will have had a good experience. Use Real-Life Examples Take note of those experiences, specifically the way your client benefited from the insurance and the value it brought to them, and communicate that to your clients that are on the fence. Of course there will be times when your client SHOULD have purchased the insurance, but didn’t, and suffered because they didn’t have it. Those negative stories can be just as effective as the positive ones. Real-life examples and experiences are honest and relatable, which will ultimately help your sale.

26. 26 “It’s a waste of money” The best way to demonstrate how the insurance is not a waste of money is to share a real-life example of a client who had to use the insurance. “I had a client who said the same thing. I convinced him to buy the insurance and, sure enough, he had to cancel his trip when his son became sick with the flu. He was very thankful when he received his claim payment and told me that he could now see how the $139 insurance premium was worth getting his maintenance fee and all his airfare cost back.” Reiterate the risks associated with travel and the potential cost to the client. Explain how the insurance will be there for them if they need it. “We tend not to plan for unfortunate situations. However, when people travel, they often find themselves in a situation that requires them to spend more out-of-pocket money than they originally anticipated… such as hotel rooms, meals, and personal items. Having the insurance means you have a chance of having those expenses reimbursed.”

27. 27 “My other insurance will cover it” Fact or Fiction? Many people believe their primary medical insurance or credit card insurance will cover them if they incur a problem on their trip. The fact of the matter is that this other insurance will not provide the coverage needed for the unique risks associated with traveling. Let’s outline a few of the more important differences that make CSA’s Travel Protection Plans the clear choice. Fact or Fiction? Many people believe their primary medical insurance or credit card insurance will cover them if they incur a problem on their trip. The fact of the matter is that this other insurance will not provide the coverage needed for the unique risks associated with traveling. Let’s outline a few of the more important differences that make CSA’s Travel Protection Plans the clear choice. No Cash Benefits & Limited Coverage Many other insurance providers will not provide cash benefits and most of them offer only a few coverages, unlike our comprehensive product. Remember – CSA Travel Protection plans protect your clients before, during and after their trip. No Cash Benefits & Limited Coverage Many other insurance providers will not provide cash benefits and most of them offer only a few coverages, unlike our comprehensive product. Remember – CSA Travel Protection plans protect your clients before, during and after their trip. Primary Med Credit card

28. 28 Here’s the Truth… Primary Medical Credit card insurance Click the Primary Medical icon to learn more Most insurance will not cover medical and dental expenses outside of the network, state or country. Click the credit card icon to learn more Will not provide Trip Cancellation or Trip Interruption coverage May not provide Medical or Emergency Evacuation coverage Will not cover pre-existing conditions Whether you decide to highlight the specific differences between the various insurance options or keep your focus on what CSA’s insurance does for them, it is important they know that travel protection plans were specifically designed FOR travel. They will not find a more comprehensive insurance product that caters to the risks they will face. Click on the agent to see an example “Many people believe their other insurance programs will cover them while traveling. While all insurance programs are different, in my experience my clients who depended on the other insurance were disappointed to find out it could not provide the comprehensive benefits when the time came.”

29. 29 “I have to think about it….talk to my spouse…. I’ll have to call you back.” There really is no reason for a client to delay the purchase of insurance. Think back to earlier in the training…which product feature allows the client to review their policy, change their mind if it doesn’t meet their needs and receive a refund of their premium? If you answered “the 10-day free look” you are correct! CSA’s satisfaction guarantee is backed by our 10-day free look. As long as the client has not incurred a loss and cancels within 10 days of receiving their policy, we will refund their premium. “Sounds good, but I’ll need to think about it and call you back” “Buying CSA’s Travel Protection Plan now is the best way to capitalize on its features, especially if you are concerned about Trip Cancellation. Once you receive a copy of your policy, you have 10 days to look it over and if you determine it’s not for you we can cancel it and you will receive your premium back. It’s a risk-free investment since you have 10 days to change your mind.”

30. 30 On his way to the timeshare, his flight was delayed… What happens if my client incurs a loss? So you have successfully sold Mr. Hansen the insurance… …$109 for one night in the airport hotel… …and $22 for additional meals. Once he returned home, Mr. Hansen calls you to tell you what happened. Now what?

31. 31 What’ s the status ? The Claims Process First, Mr. Hansen should contact one of CSA’s customer service representatives. The representative will begin the claims process by sending Mr. Hansen a claim form and a letter explaining the documentation CSA’s claims department will need. CSA’s representative will happily answer any questions, as well as walk you or the client through the claims process. If there are any questions once Mr. Hansen receives the claim form, another call to CSA’s customer service department will clear them up and provide whatever assistance is necessary to complete the form. Once CSA receives the completed claim form and supporting documentation, the file will be assigned to a claim representative who will work with you and Mr. Hansen for the duration of the claim. Questions will be answered and status will be provided on a regular basis until the claim is finalized. Our claims representatives will proactively pursue any required documentation and information, when necessary.

32. The Pay Out Process So How Do I Earn A Monetary Reward?? Upon completion of this webinar, you will be eligible to receive a reward on CSA insurance sales. Only agents who complete the PTT training or the CSA University module are eligible to earn the payment. CSA pays commissions to Pulaski Tickets & Tours monthly. In turn, monetary rewards are calculated and distributed to agents.

33. CSA Monetary Rewards Personal Insurance Booked by You You receive 50% of the CSA payment to PTT Personal Insurance Booked by a PTT Agent You receive 50% of the CSA payment to PTT Client Insurance Booked by You You receive 50% of the CSA payment to PTT Client Insurance Booked by a PTT Agent You receive 30% of the CSA payment to PTT

34. Demonstration of CSA Link Two ways to access the CSA site: www.csatravelprotection.com/pulaskittcwww.csatravelprotection.com/pulaskittc OR Log-in to www.condotravelclub.com. Select Agent Resources – Travel Insurance – Quote and Purchase.www.condotravelclub.com

35. 35 Let’s review Let’s revisit this module’s objectives. Do you feel you are now able to… - relate various product features to their descriptions? - state at least three ways to encourage the sale? - identify the most appropriate response to common objections? - recall the claims process, including the information you may need to provide to CSA in order to help expedite your clients’ claims? - understand the monetary reward program? - relate various product features to their descriptions? - state at least three ways to encourage the sale? - identify the most appropriate response to common objections? - recall the claims process, including the information you may need to provide to CSA in order to help expedite your clients’ claims? - understand the monetary reward program?