AGENT ALLIANCE XYZ Disaster Recovery, Inc. —We connect agents to their insureds.  “All Rights Reserved” Delta Business Solutions

What’s in it for me? 2 When clients recognize that their agent is their most vital source for controlling risks in their home, they become committed to the agent in ways that conventional advertising and marketing could never elicit.  2010 “All Rights Reserved” Delta Business Solutions

Key Objectives of Alliance  Decrease Claims Ratio  Prevention  Increase Client Retention  Define & control customer experience 3  2010 “All Rights Reserved” Delta Business Solutions

Key Objectives of Alliance  Create Customer Engagement  Agent is vital source beyond the insurance purchase  Increase Sales  Create a path to additional offerings 4  2010 “All Rights Reserved” Delta Business Solutions

The Customer Experience Expectations – Reality = Experience 5  2010 “All Rights Reserved” Delta Business Solutions

Expectations – Reality = Experience  Who controls the customer’s Expectations?  When they make the toll free call to the carrier?  When they call the Agent or XYZ?  Who controls the customer’s Reality?  When they make the toll free call to the carrier?  When they call the Agent or XYZ?  Who controls your Customer’s Experience? 6  2010 “All Rights Reserved” Delta Business Solutions

Let’s make sure it’s you! Who’s controlling your Customer’s Experience? 7  2010 “All Rights Reserved” Delta Business Solutions

AGENT ALLIANCE Crafting the Customer Experience  “All Rights Reserved” Delta Business Solutions

Media Program Ongoing Strategies 9  2010 “All Rights Reserved” Delta Business Solutions

Reduces claims, engages agent/insured Prevention Videos 10  2010 “All Rights Reserved” Delta Business Solutions

Media Program  Prevention Videos  Short videos with prevention & safety tips  Personalized Agent introduction to video  Posted to private web interface for exclusive access by Agent’s clients 11  2010 “All Rights Reserved” Delta Business Solutions

Reduces claims, engages agent/insured Prevention & Maintenance Tips [Mailers/ ] 12  2010 “All Rights Reserved” Delta Business Solutions

Media Program  Prevention & Maintenance Tips  Prevention tips and education for clients  Agent contact information is on front of sheet  May be ed or snail-mailed to customer list 13  2010 “All Rights Reserved” Delta Business Solutions

Staff Training - Property claims handling checklist & tips Ongoing Strategies 14  2010 “All Rights Reserved” Delta Business Solutions

Products/Reminders  Water shut-off reminder tags  Museum wax  Fire extinguishers, CO Alarms  Stainless braided supply hoses, laundry hoses Ongoing Strategies 15  2010 “All Rights Reserved” Delta Business Solutions

Questionable Claims (No coverage or below deductible) Claims Strategies 16  2010 “All Rights Reserved” Delta Business Solutions

Questionable Claims  XYZ performs initial inspection/assessment  XYZ generates Preliminary Assessment Invoice  XYZ informs client of potential non-coverage or deductible limitation and reviews services  XYZ informs client that, although normally billable, Agent has covered the cost of Invoice  Client is given recommendations and resources to repair the damage 17  2010 “All Rights Reserved” Delta Business Solutions

Typical Claims Claims Strategies 18  2010 “All Rights Reserved” Delta Business Solutions

Typical Claims  XYZ makes initial assessment of damage & determines client’s emotional issues  XYZ may provide Homeowner Policy Information Sheet to educate clients on coverages 19  2010 “All Rights Reserved” Delta Business Solutions

Insurance Information Sheet 20  2010 “All Rights Reserved” Delta Business Solutions

Typical Claims  XYZ makes initial assessment of damage & determines client’s emotional issues  XYZ may provide Homeowner Policy Information Sheet to educate clients on coverages  XYZ sets up loop for job so agent, owner, adjuster, and others may stay informed  XYZ contacts agent regarding: cause & extent of damage and emotional concerns of insureds 21  2010 “All Rights Reserved” Delta Business Solutions

Typical Claims  Emotional Engagement We recommend that Agents contact the insured to review causes & extent of damage, acknowledge insured’s emotional concerns, offer additional service. We have found that this emotional engagement solidifies relationships and ensures customer loyalty. 22  2010 “All Rights Reserved” Delta Business Solutions

Large Loss Claims Claims Strategies 23  2010 “All Rights Reserved” Delta Business Solutions

Large Loss Claims  XYZ follows processes of typical claims with some variations  Agent to participate in project ‘kick-off’ meeting  Agent invited to other critical meetings  XYZ posts documents to site at Box.net allowing access to all parties involved in claim 24  2010 “All Rights Reserved” Delta Business Solutions

After-the-Claim Strategies 25  2010 “All Rights Reserved” Delta Business Solutions

Satisfaction Survey  XYZ conducts a survey at the close of claim:  Assesses client’s satisfaction with the experience (expectations vs. reality)  Employs questions to reinforce client/agent relationship  Prepares insured for follow-ups by agent for referrals, additional coverage, & policy upgrades/review 26  2010 “All Rights Reserved” Delta Business Solutions

Gift Delivery at Completion of Claim  Agent & XYZ deliver gift of safety equipment at the close of project (i.e., fire extinguisher, CO alarm, braided supply hoses, etc.)  Reinforces Agent/Insured relationship, builds loyalty, opportunity for referrals 27  2010 “All Rights Reserved” Delta Business Solutions

Open House Celebration On claims where the insured family is displaced from home for weeks or months:  Arrange open house to celebrate the completion of project and to welcome client back home  Homeowner has an opportunity to thank everyone involved and show remodeled home to neighbors  Agent has an opportunity to get referrals and build relationships by showcasing the restoration of the insured’s property 28  2010 “All Rights Reserved” Delta Business Solutions

Objectives vs. Strategies Are we winning? [Expectations-Reality=Experience]  Decrease claims  Increase client retention  Create customer engagement  Increase sales  Media Program  Training  Products/Reminders  Findings/Recommendations Report Invoice  Homeowner Policy Information Sheet  Emotional Engagement  Kick-Off Meetings  Satisfaction Surveys  Open Houses Alliance ObjectivesKey Strategies 29  2010 “All Rights Reserved” Delta Business Solutions

AGENT ALLIANCE Getting Started Now!  “All Rights Reserved” Delta Business Solutions

XYZ promises the exclusive value services included in today’s presentation to the Alliance members. Only a limited number of agents participating in the Alliance will be offered these services. Membership Promises - XYZ 31  2010 “All Rights Reserved” Delta Business Solutions

Member Agents promise exclusive referral of all incoming claims to XYZ for claim management, remediation, & repair using the Alliance strategies. Membership Promises - Agents 32  2010 “All Rights Reserved” Delta Business Solutions

We look forward to mutually sharing in the benefits of our Alliance. WELCOME ABOARD! 33 XYZ Disaster Recovery Inc.  2010 “All Rights Reserved” Delta Business Solutions