1. Your partner for Personal Lines and Small Business Growth

2. Established in 1999 Located in Columbus, Ohio Staff is agency-experienced & licensed (20 years average insurance experience) Service Center History

3. Small commercial and personal lines can be unprofitable business for agencies Allows agencies to focus their talent on larger, more profitable accounts and production of new business Can reduce agency expenses Why do agencies hire us?

4. Routine service calls (phone answered with live person) –Policy changes –General Questions –Certificate requests –Quotes Problem resolution Claims reporting Billing questions Bi-annual account reviews What does the Service Center do?

5. We answer the phone with a live person All CSRs are licensed agents Most have agency experience Develop personal relationships by assigning a primary CSR for each agency Use Applied agency mgmt system ( but can still download into agency’s system ) What makes us different?

6. Their customers receive great service Our Customer Survey Cards tell the story: 2014 Results = 76% Exceeds Expectations, 23% Meets Expectations <1% Below Expectations Account Retention: 90% Why do agencies keep us?

7. Agencies have access to their data via Wescom and other Westfield systems Monthly reports –Book of Business –Survey card results Telephone transfer capability How do agencies stay connected?

8.  Standard service fee is 4.5% of paid premium ( see below for discounts)  Agency Fee 3% for Small Business and Personal Lines with commitment  Must have minimum of $250k premium in service center by end of year 2 to keep discounted pricing What fees/minimums are there?

9.  Leni Magill: Market Financial Group - PL Crystal Lake, IL 815-526-4094  Lou Mitchell: Sihle Insurance Group – CL Orlando, FL 407-869-0962  Kaye Ladd: The Crichton Group – PL/CL Nashville, TN 615-986-6115 References:

10. Meet some of our people…

11. Service Center Leader Related Experience: 33 years “We answer the phone with a LIVE person and develop personalized relationships with each customer as opposed to a large call center where customers may never get the same CSR answering their call twice.” Ann Nelson

12. Account Representative Related Experience: 27 years “We are just like an agency. We feel we are the agency and can get close to the customer. We develop great relationships with our customers.” April

13. Account Representative Related Experience: 25 years “I’ve had some customers so long, I recognize them by their voice. I really love my customers, and I fight for them!” Karen

14. Account Representative Related Experience: 34 years “I was a Westfield agent for 27 years and when I started looking for work with a carrier, Westfield was my first choice. The people are wonderful, I know the products and I’m excited to work for Westfield.” Linda

15. Account Technician Related Experience: 40 years “We check all changes for accuracy, compare renewals, and add system notes. Problems with a new policy or endorsement are corrected before the customer is impacted.” Bea

16. Please contact your Westfield Regional Underwriting Leader for details