Personal CSR Home and Specialty Lines Workshop

Personal CSR Home and Specialty Lines Workshop
GRAPHIC TEMPLATE: 01. Splash Screen (LC) >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Customized slide masters with course title & image for banner, title slide and agenda slide – 07/29/08 <Lori Tatt>.

Purpose This workshop provides a detailed and comprehensive view of Safeco personal lines home, landlord protection policy, watercraft, recreational vehicle, and off-road vehicle insurance. Designed as an interactive workshop, participants learn from lecture, group activities, dialogue and open discussion. Visual QA complete; optional graphic provided; page layout and design adjusted throughout – 07/29/08 <Lori>.

Learning Objectives By the end of this workshop, you will be able to:
Describe the Safeco personal lines home, landlord protection policy, watercraft, recreational vehicle, and off-road vehicle insurance. Describe the coverages, endorsements, and eligibility requirements for each policy. Describe the differences between Safeco and the competition. GRAPHIC TEMPLATE: 03. Learning Objectives (LC) >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 04/22/08 <Lori>.

Learning Objectives, cont’d.
By the end of this workshop, you will be able to: Describe the Safeco personal insurance quoting process, and list available resources for more information. Demonstrate the ability to answer common client questions, fulfill billing inquiries, and sell Safeco personal lines insurance. GRAPHIC TEMPLATE: 03. Learning Objectives (LC) >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

Ground Rules: Interactive Workshop
Participate and share your personal experience as a CSR. Be respectful of your peers and provide constructive feedback. Share positive feedback first then one-two things your peers could do better. Ask questions at any time. Keep a list of the two key points you learned from each topic. Have fun! Visual QA complete; optional graphic provided; page layout and design adjusted throughout – 02/29/08 <Lori>.

Agenda Introduction Home Insurance
Landlord Protection Policy Insurance Watercraft Insurance Recreational Vehicle /Off-Road Vehicle Insurance Safeco Billing Customer Interactions Jeopardy Game Resources Leave Agenda graphics alone, as per Pat (02/26/08).

Landlord Protection Policy Insurance Watercraft Insurance Recreational Vehicle /Off-Road Vehicle Insurance Safeco Billing Customer Interactions Jeopardy Game Resources Page layout and design adjusted to match template – 07/29/08 <Lori>.

Introduction This workshop helps you satisfy customer questions about the Safeco personal lines insurance: Home Landlord Protection Policy Watercraft Recreational Vehicle/ Off-Road Vehicle Make quad (4 square) grid of images provides. Use same checker board model as Day 2, slide 8. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created – 07/29/08 <Lori>.

Activity: Ice Breaker Interview your partner and share with the class three things you learned.

What’s In It for Me? What do you expect to learn from today’s workshop? Why is it important to you?

GFX: Replace with Home Policy
Home Policy Defined GFX: Replace with Home Policy Terms Definitions Replace GFX w/Personal Home Policy (Andrea to provide); diffuse client data as needed. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic pending: waiting for Andrea to provide Safeco Home Policy in electronic format – 07/29/08 <Lori>.

The Safeco Home Product
Safeco offers products for: Owner-occupied homes. Owner-occupied condominiums. Renters Visual QA complete: page layout & design adjusted slightly – 07/29/08 <Lori>.

Homeowners Products Quality Plus Homeowners Condominium
Safeco Optimum Package Enhanced Protection endorsement Renters

Home Coverages Use the Product Guide for state-specific coverages.
Renters coverage is similar to condo coverage. Personal liability protection includes: Bodily injury. Personal injury, a special libel and slander type of coverage, is covered and is a feature not commonly included automatically. Property damage. Defense costs. Medical payments to others provides protection for injured guests and visitors. Insured to Value (ITV). Errors & Omissions (E&O) Insurance.

What Is ITV? Insured to value (ITV) refers to the amount of required coverage needed to build an as-close-as-possible replica of an insured’s destroyed home. Safeco requires ITV for all of its homeowners’ policies. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Customized course must-have graphic (#5) created; page layout and design modifications made to match template -- 11/20/07. <Lori> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 16

Why ITV? Can help Safeco get an adequate rate for the risk.
Reduces agent exposure to errors and omissions liability. Graphics – can you find an image of a business person standing with arms folded looking confident and happy? Annette >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Customized course must-have graphic (#13) created; page layout and design modifications made to more closely match templates -- 11/20/07. <Lori> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 17

Common Problems with E&O Insurance
Common problems include: Misrepresentation, including incomplete or incorrect information about the home and risk exposures. Failure to disclose defects. Lack of documentation regarding conversations and written documentation provided to the customer. Incorrect or incomplete information that results in processing issues. In short, E&O coverage provides protection for you in the event that an error or omission on your part has caused a financial loss for your client Information above was obtained from an article by Robert S. Kotner, ESQ from www. Realtor.org (saved to desktop as a pdf under live courses) >>>>>>>>>>>>>>>>>>>>>>> Customized course nice-to-have graphic (#7) created; page layout and design modifications made to more closely match template -- 11/20/07. <Lori> 18

Avoid E&O Problems Ways to avoid these problems include:
Get complete and accurate information from the customer. Agent’s should obtain E&O insurance. Graphics – can you find an image of two (or more) people sitting at a table going over some paperwork? Annette >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Customized course must-have graphic (#8) created; page layout and design enhancements made -- 11/20/07. <Lori> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 19

Big 6 for Homeowners Big 6 Coverage Details Identify Recovery Coverage
Option ID Identify Recovery Coverage Optimum Package Homeowners (OPH) and Optimum Package Condominium (OPC) OPH OPC Extended Dwelling Coverage EDC Graphics – see note on next page – was hoping you could fix table and maybe split it into two? Three on each slide? I ran out of time. Thanks Annette >>>>>>>>>>>>>>>>>>>>>> must-have table (visual element #17) reformatted to fit Safeco University “look and feel” -- 11/20/07. <Lori>

Big 6 for Homeowners, cont’d.
Coverage Details Unscheduled Jewelry, Furs, and Fine Arts Option G Extended Dwelling Coverage provides additional Coverage a protection when repair or replacement costs exceed the Coverage a amount on the policy. Unscheduled Silverware coverage Option H Option G is designed to provide our customers and agents with an affordable, easy to use alternative to scheduling personal property. Loss Assessment Coverage Option FFF Changes to condominium master association agreements often result in Condo Building Items losses being covered

Discounts Account credit Burglar alarm credit Condominium security
Newer home credit Renewal credit Sprinkler credit Discounts may not be available in all markets or states. Documentation may be required.

Home Eligibility Requirements
WIN Test Well-maintained Insured to value No unusual exposures Mysterious losses Disappearance of scheduled personal property In-home business Day care >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Customized course must-have graphic (#10) enhanced; page layout and design modifications made to more closely match templates -- 11/20/07. <Lori> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Copyright © Safeco Insurance Companies of America. Protected by federal law. Do not copy without permission of the Safeco Insurance Companies. CONFIDENTIAL SAFECO TRADE SECRET INFORMATION. DO NOT DISCLOSE! This document contains proprietary trade secrets of Safeco. 23

Ineligibility Criteria
Ineligibilities include: EIFS for dwellings over $600k Coverage A Farms Historical registry Under construction >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic created -- 07/29/08. <Lori>

Insurance to Value The Safeco Replacement Cost Guide provides a minimum estimated value. The client selects the adequate coverage to reproduce their dwelling. Must-have custom graphics (#11) created & page layout revised -- 09/27/07 <Lori>

Estimated Replacement Cost
Accuracy of the Quote & Issue estimate depends on the dwelling size and features you enter. Be sure to include: Specialty features Built-ins Must-have custom graphics (#12) created & page layout revised -- 09/27/07 <Lori>

Update Home Policies Using the Replacement Cost Guide and Quote & Issue Safeco can provide a quote and update home policies based on information such as: Credit score Occupation Education Year and type of construction Second mortgages

Target Market Required Applicant Information For example: Credit score
Occupation (except in states where prohibited) Education (except in states where prohibited) Year and type of construction Second mortgages

Product Strategy Market Tiers Automated process Priced based on risk
The rating variables consist of risk and personal characteristics

Data quality is the key to appropriate tier placement!
Rating Variables Dwelling Personal Construction material/type Financial responsibility Year built Claims history Coverage A limit Tenure with Safeco Territory No unusual exposures Quality of fire protection PowerPoint table template (w/borders, text and fill colors to fit the Safeco U palette) Data quality is the key to appropriate tier placement!

The Safeco Automated Underwriting Model
Home versus auto: How do they differ? Lori – please change slide to reflect Safeco U new template keeping same graphic thanks! [Annette] Must-have custom graphic (#9) created; page layout revised -- 09/26/07 <Lori> Additional considerations for property require underwriter review to determine overall risk acceptability. Therefore getting a quote does not guarantee it can be issued.

Cross-sell/Up-sell Opportunities Need to complete bullets
Home Scenarios: Xxxx xxxx Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Cross-sell/Up-sell Opportunities
Scenario 1: xxxx Xxxx xxxx What do you suggest? Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxxxxxxx Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 2: xxxx Xxxx xxxx What are your next steps? Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxxxx Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 3: xxxx xxxx What are your next steps? Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxx xxx Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 4: xxxx xxxx What are your next steps? Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxx Slide 35 – 42 Replace all photos similar to the Day 2 style but different images. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Online Tools Product Guide Policy Inquiry Policy Forms Viewer
Policy Change Tool Billing Payment Services

Quote and Issue a Home Policy
Follow these steps: Identify the system used to quote home policies. Enter a quote. Convert a quote to a policy. Complete the billing information. Visual QA complete; page layout and design adjusted – 07/29/08 <Lori>. Remember, the customer is ultimately responsible for determining the amount of coverage.

Resources for Home Information
Safeco Now® Personal Homeowners Most Popular Support Graphic: personal_auto_pop.bmp personal_auto_pop_cropped.bmp Add border to bottom and right side >>>>>>>>>>>>>>>>>>>>>>> Customized course nice-to-have graphic (#10) still needs to be enhanced and should be used here again; page text layout modified to enhance graphic placement -- 11/16/07. <LORI>

Resources for Home Information, cont’d.
Support & Training Home Safeco True Pricing for Home Graphics: sup_train_most_pop.bmp sup_train_most_pop_cropped.bmp Add border to bottom and right side >>>>>>>>>>>>>>>>>>>>>>> Customized course nice-to-have graphic (#12) still needs to be enhanced; page text layout modified to enhance graphic placement -- 11/16/07. <LORI>

Quote New Business and Get Help
Safeco Now® Quote & Issue Application (fax) Product guide Additional Resources Agent quick reference Agent support and phone

Quote & Issue New business only Start with a home quote or policy
Complete in less than a minute!

The Policy Change Tool for Updates
Safeco Now® under Homeowners, Write & Services Policies Product guide

Additional Resources Safeco Now Agent quick references
Agent support and phone Marketing Toolkit World Wide Web Safeco.com Insurance information Competitors’ sites

Safeco Now Product guide Tools Quick reference materials Training

Life of a New Business Home Policy
What steps do you perform when a client wants a quote for a home policy?

Life of a New Business Home Policy, cont’d.
Recommended Steps What type of home does the client want to insure? Is the home eligible? Check the Safeco Product Guide. If eligible, who will be living in the home? Is the client a risk? Check the: Safeco Product Guide Safeco insurance score What’s the cost? Use Quote & Issue to issue the quote. If the client accepts the quote, send the declarations, policy contract, billing statement, and ID cards. Visual QA complete; page layout and design adjusted – 07/29/08 <Lori>.

Home Insurance - Summary
What key points did you learn about home insurance?

Homeowners Versus Dwelling Fire
Dwelling Coverage 100 % replacement cost based on completed cost guide Form dependent % replacement cost or actual cash value based on completed cost guide Occupancy Owner occupied Tenant occupied Use Private residence Maximum # of Family Units 4 Course of Construction No Cash Value vs. Replacement Cost Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Homeowners Versus Dwelling Fire, cont’d.
Condominium Coverage Resident owner: condominium form Tenant: renters form Condominium form Coverage for Personal Property in Rental Dwelling Tenant’s property under a renters form Coverage C is optional Ineligible for Coverage Farm, unless incidental (see the Product Guide for other ineligible situations) Farm, unless incidental Risks constructed for other than dwelling purposes unless completely converted for dwelling Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

The Safeco Dwelling Fire Coverage Policies - Types
Continuous Dwelling Fire (CDF) - going away Landlord Protection Policy (LPP) - new Notes to GD Optional Graphic – possibly CDF policy walking out a door and LPP policy walking in<Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>> Must-have graphic (#7) created – 11/13/07 <Torrance>

CDF Versus LPP CDF LPP Eligibility Pricing
Dwelling and premise that are well maintained with no unusual exposures is assumed but not specified No dwellings in course of construction No trailers or mobile homes Dwelling and premise that are well maintained with no unusual exposures Pricing Price based on territory and year built Price based on risk Segmentation – up to 11 pricing tiers – state dependant Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Landlord Protection Policy: Coverage A - Dwelling
Form (1) / Basic Form (2) / Broad Form (8) / Condominium Dwelling coverage basis Actual cash value Replacement cost Replacement cost – minimum limit of 10,000 Extended coverage basis N/A Vandalism and mischief Not automatically included May be purchased separately Automatically included May not be eliminated Automatically included May not be eliminated Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Coverage A – Coverage Covers Dwelling on Described Location
Structures attached to dwelling other than fences, patios, decks, driveways or walkways Materials and supplies used for construction, alteration or repair of dwelling or other structures on Described Location Building equipment used for service of and located on Described Location Does not cover Land or retaining wall Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Landlord Protection Policy: Coverage B – Other Structures
Forms (1) and (2) / Basic and Broad Form (8) /Condominium Structure On actual cash value basis up to 10% of Coverage A NA Limits May not be decreased or eliminated Increased may be purchased Perils Same as Coverage A Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Coverage B – Coverage Covers
Fences, patios, decks, driveways, and walkways Other structures on Described location Does not cover Structures used for commercial, manufacturing, or farming Rented or held for rental to any person not a tenant of dwelling Grave markers, including mausoleums Notes to GD No additional graphic wanted. <Kay – 10/05/2007>

Landlord Protection Policy: Coverage C – Personal Property
Forms (1) and (2) / Basic and Broad Form (8) / Condominium Coverage basis Actual cash value basis NA Perils Same as Coverage A Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Landlord Protection Policy: Coverage D – Loss of Rent, Rental Value
Forms (1) and (2)/Basic and Broad Form (8) / Condominium Coverage basis Automatically covered up to 10 percent of Coverage A Loss of rent or rental value are determined by tenant occupancy Automatically covered up to 10 percent of Coverage A Additional Living Expense Not included for Form (1) N/A Limits May not be decreased or eliminated but increased limits may be purchased Additional limits not available Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Landlord Protection Policy: Ordinance or Law Coverage
All Forms Coverage basis Automatically covered up to 10 percent of Coverage A Limits Additional limits not available Notes to GD No additional graphic wanted. <Kay – 10/05/2007> >>>>>>>>>>>>>>>>>>>>>>>>>

Optional Coverage A – Extended Dwelling Coverage
Forms – Broad (2) Extended dwelling coverage may be purchased and provides up to an additional 25 percent of Coverage A should repair or replacement exceed the Coverage A amount displayed on the declarations page. Notes to GD No graphic needed. <Kay – 10/05/2007>

Optional Coverage N – Earthquake Coverage
Not available in all states Condominium (8) Earthquake damage coverage may be extended to frame, masonry veneer and solid masonry dwellings.

Actual Cash Value Versus Replacement Cost
Repairable damage – cost of repair less depreciated value Total loss – market value of comparable used property Other – market value of comparable new property less depreciated value Replacement cost All damage – current market price not depreciated value

Group Activity – Account Review
Notes to GD No additional graphic wanted. <Kay – 10/05/2007>

Reference Resources Safeco Now Dwelling Fire Product Guide (by state)
Policy Forms Viewer Agent Quick Reference documents

Quote and Issue a Landlord Protection Policy
Follow these steps: Identify the system used to quote landlord protection policies. Enter a quote. Convert a quote to a policy. Complete the billing information.

Land Protection Policy Insurance - Summary
What key points did you learn about land protection policy insurance?

Landlord Protection Policy Insurance Watercraft Insurance Recreational Vehicle /Off-Road Vehicle Insurance Safeco Billing Customer Interactions Jeopardy Game Resources Visual QA complete; page layout and design adjusted – 07/29/08 <Lori>.

Watercraft Policy Defined
Terms Definitions

The Safeco Watercraft Product
Only four boats written on a single policy. Supporting business not required. Total loss: Agreed value. Partial loss: Replacement cost. Unattached equipment (oar, anchor, and wake board) Personal effects (clothing, scuba/snorkeling gear, and fishing equipment) Visual QA complete: page layout & design adjusted slightly – 02/26/08 <Lori>.

Watercraft Coverages Liability Physical damage Personal effects
Emergency assistance Tender Optional coverages Uninsured / underinsured Medical payments Must have Image of boat damage or a boat collision (recreational boats). This one is from a boat repair website so would probably need permission to use (sea_ray_2.jpg). >>>>>>>>>>>>>>>>>>>>>>> Must-have graphic (#5, 6, 7, 8, 9) created -- 11/18/07. <LORI>

Watercraft Coverage Options
Liability coverages Physical damage coverages Optional coverages Available discounts

Watercraft Eligibility Requirements
Boat Eligibility Safeco’s watercraft appetite Acceptable vessel requirements Vessel types Vessel ownership Propulsion types Horsepower Unacceptable vessel uses Ineligible vessel types Visual QA complete; optional graphic provided; page layout and design adjusted – 02/27/08 <Lori>.

Watercraft Eligibility Requirements, cont’d.
Driver Eligibility Eligible for coverage Special categories Ineligible for coverage Driving record Visual QA complete; page layout and design adjusted – 07/29/08 <Lori>.

Watercraft Eligibility Requirements, cont’d.
Safeco Watercraft Product Guide Available content State-specific Product Guide Key eligibility requirements Visual QA complete; page layout and design adjusted – 07/29/08 <Lori>.

Target Market Core focus is medium and small ski boats, fishing boats and runabouts. The target market for the Safeco watercraft policy includes: Maximum length 40’ Maximum value $300,000 Maximum speed 65 mph

Eligible for Safeco Watercraft?
Andrea – New slide added Chris and Ruth spend lots of time on the river in their 17-foot outboard boat. Bob spends every moment he can sailing across the lake in his 14- foot daysailer. Susan takes her 20-foot air-propelled boat out when gathering crawfish. Aaron has a 26-foot fishing boat with an inboard-outboard motor. Terry is proud of the 18- foot boat he designed and built in his garage from old car parts. Tony and Karen’s 50-foot yacht is their pride and joy. >>>>>>>>>>>>>>>>>>>>>>> Must-have graphics (#10, 11, 12, 13, 14, 15) created -- 11/18/07. <LORI> Must have One collage of six customers with this layout and size -- image and number. I’ll use a series of transparent masks in PPT to “dim” the inactive image This will use PPT animation. Ruth and Chris – hispanic couple 40s-50s, this could be the same couple from the Watercraft Overview and Selling course (p.boat.vc, slide 18) Terry – Caucasian male, older, man_older_ jpg from Sharepoint Picture Library ( Tony and Karen – Caucasian couple, 30s, couple_ jpg from SharePoint Picture Library Susan – Caucasian female, older, motorcycle1_AA jpg Aaron – African-American, male, older, afamman_AA jpg Bob – Caucasian male, younger, dv jpg Descriptions Chris and Ruth spend lots of time on the river in their 17-foot outboard motorboat. Terry is proud of the 18-foot boat he designed and built in his garage from old car parts. Tony and Karen’s 50-foot yacht is their pride and joy. Susan takes her 20-foot, air-propelled boat out when gathering crawfish. Aaron has a 26-foot fishing boat with an inboard-outboard motor. Bob spends every moment he can sailing across the lake in his 14-foot daysailer. Copyright © 2007 Safeco Insurance Companies of America. Protected by federal law. Do not copy without permission of the Safeco Insurance Companies. CONFIDENTIAL SAFECO TRADE SECRET INFORMATION. DO NOT DISCLOSE! This document contains proprietary trade secrets of Safeco.

Cross-sell/Up-Sell Opportunities
Watercraft Scenarios: Policy Inquiry Coverage Amount Add Additional Name Insured Watercraft Coverage Production Note: Top Left: ManPhn3_BU jpg Top Right: cauwmn_ph_BU jpg Bottom Left: sm_woman_j Bottom Right: man3_AA jpg Location: All Photodisc except sm_woman_j (MS ClipArt) >>>>>>>>>>>>>>>>>>>>>>> Page layout slightly modified to enhance; must-have graphics (#20, 21, 22, 23) created -- 10/26/07. <LORI>

Scenario 1: Policy Inquiry 12-foot outboard boat 50 horsepower motor Stored uncovered in backyard Does my homeowners policy cover my outboard boat? What are your next steps? >>>>>>>>>>>>>>>>>>>>>>> Page layout slightly modified to enhance; must-have graphic (#24) created -- 10/26/07. <LORI>

Recommendation: xxxxxxxxx >>>>>>>>>>>>>>>>>>>>>>> Must-have graphic (#18) created -- 10/26/07. <LORI>

Scenario 2: Coverage Amount 24-foot boat with an inboard motor valued at $30,000 Trailer valued at $5,000 Unattached equipment valued at $1500 How much coverage should I have? What are your next steps? >>>>>>>>>>>>>>>>>>>>>>> Page layout slightly modified to enhance; must-have graphic (#25) created -- 10/26/07. <LORI>

Scenario 3: Cancel Policy Won’t be using her boat for the rest of the year Wants to renew next summer What are your next steps? >>>>>>>>>>>>>>>>>>>>>>> Page layout slightly modified to enhance; must-have graphic (#26) created -- 10/26/07. <LORI>

Scenario 4: Watercraft Coverage Inflatable motorized raft Kayak How do I cover my raft and kayak? What are your next steps? >>>>>>>>>>>>>>>>>>>>>>> Page layout slightly modified to enhance; must-have graphic (#27) created -- 10/26/07. <LORI>

Selling Watercraft Insurance
If you were a CSR’s trusted advisor: “What are the questions you would ask your customer to help you determine the best coverage for their needs?” “What coverages and limits would you recommend? Why?” “What questions would you ask to identify additional sales opportunities?”

Safeco Compared to the Competition
Agreed value Coverages Territory Rates Small to moderate power boats Small motor yachts Make quad (4 square) grid to display 2 boat images with 2 gray squares. Use same checker board model as Day 2, slide 8. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Benefits of a Safeco Watercraft Policy
Provides stand-alone boat business Insures at agreed value Provides some coverages without additional charge Fuel spill Wreckage removal Personal effects, up to $250 per occurrence Unattached equipment (up to 10% of hull physical damage or $100, which ever is greater ) Emergency assistance (EAP), up to $500 per occurrence Offers multiple credits

Benefits of a Safeco Watercraft Policy, cont’d.
Competitive rates Coverage for full range of recreational boats No operator experience restrictions Can quote in one minute or less Dedicated watercraft-focused claims group Specialized underwriting team

Online Tools Quote & Issue Watercraft New Business

Quote and Issue a Watercraft Policy
Follow these steps: Identify the system used to quote watercraft policies. Enter a quote. Convert a quote to a policy. Complete the billing information.

Resources for Watercraft Information
Books and guides ABOS Marine Blue Book BUC Used Price Guide Local boat dealers Online resources National Automobile Dealers Association (NADA) Marine Appraisal Guide

Quoting Tips Start Quote Nice to have
03.newbusinessquote.bmp from p.boat.in_detail.lc/media/images/other_assets. Standard screenshot treatment (drop shadow. >>>>>>>>>>>>>>>>>>>>>>> Nice-to-have graphic (#20) still needs to be created -- 11/19/07. <LORI> Start Quote

Watercraft Insurance - Summary
What key points did you learn about watercraft insurance?

Landlord Protection Policy Insurance Watercraft Insurance Recreational Vehicle /Off-Road Vehicle Insurance Safeco Billing Customer Interactions Jeopardy Game Resources

Recreational Vehicle and Off-Road Vehicle Policies Defined
Terms Definitions

The Safeco Recreational Vehicle (RV) Product
RVs separate from Auto. Not considered accommodations. Vehicles written without supporting business All vehicles accepted without supporting Auto or Home business RV insured even if it’s the company’s only policy with the policyholder

RV Coverages, Endorsements, and Limits

Discounts and Verifications
State-mandated and anti-theft discounts are available for certain vehicle types.

Recreational Vehicle Eligibility Requirements
Preferred and standard risks exclusively covered. Monoline or accounts targets: Part-timers and vacation users, Motor homes to $500K (increasing to $750,000), Trailers, campers, horse and utility trailers to $75K (increasing to $300,000). Agreed value, vacation liability, improved roadside assistance program added in 2008.

Target Market 8.5 million U.S. households will own a RV in 2010 (up from 7.9 million today).* One in twelve U.S. vehicle- owning households now owns a motor home, trailer or camper. >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>. * Source: RVIA Industry Profile for 2005 & U.S. Census 2000

Opportunities to Sell RV Policies
RV Coverage Options Bodily Injury Liability (BI) Property Damage Liability (PD) Combined Single Limits (CSL) Personal Injury Protection (PIP) Additional Personal Injury Protection (APIP) Underinsured Motorist Bodily Injury (UIMBI) Comprehensive Physical Damage Coverage (Comp) Collision Physical Damage Coverage (Coll) >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

Resources for RV Information
Safeco Now® Support & Training Personal Insurance Rec Vehicles Support Quote & Issue Support Graphic: personal_auto_pop.bmp personal_auto_pop_cropped.bmp Add border to bottom and right side

RV Program Advantages 17% commission on new business and 10% on renewals.* All vehicles accepted without supporting Auto or Home business. Motor homes valued up to $750,000 and trailers up to $300,000. >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>. *Commission levels are equal to those of Auto. If an agency is at 15/15 for Auto, then it will get 15/15 for RV and Classic.

RV Program Advantages, cont’d.
Agreed value policy for antiques and classics. State-mandated and anti-theft discounts available for certain vehicle types. Emergency assistance package available on motor homes. >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

The Off-Road Vehicle Product
Off-Road Policy Guidelines The Safeco Off-Road Vehicle program provides comprehensive insurance protection for the responsible operator of an off-road vehicle.

The Off-Road Vehicle Strategy
Annual liability, physical damage, uninsured motorist and medical insurance to snowmobiles, and some miscellaneous type vehicles. Golf mobiles added to the motorcycle program (by state). Accommodation market offered to primary lines of auto and homeowner insurance. >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>. Golf mobiles part of the motorcycle program become ineligible for the ORV program.

Off-Road Vehicle Eligibility
Insured up to four vehicles on a single Recreational Vehicle policy (not available in Texas) Golf carts Snowmobiles Trail bikes ATVs Segway (using miscellaneous as type)

Off-Road Driver Eligibility
At least 14 years old Good driving record if 16 years old

How to Prepare an RV or ORV Quote
Follow these steps: Identify key benefits of Quote & Issue for RV or ORV Access Quote & Issue Answer RV or ORV-specific questions on the riders screen Enter year, make and model Identify vehicle without a listed model Activate and complete the custom parts and equipment screen

Opportunities to Sell Off-Road Vehicle Policy
Off-Road Coverage Options Description of Coverage Liability Section Uninsured Motorists Section Physical Damage Section Medical Payments Section

Resources for ORV Information
Safeco Now® Support & Training Personal Insurance Off-Road Support Quote & Issue Support Graphic: personal_auto_pop.bmp personal_auto_pop_cropped.bmp Add border to bottom and right side >>>>>>>>>>>>>>>>>>>>>>> Customized course nice-to-have graphic (#10) still needs to be enhanced and should be used here again; page text layout modified to enhance graphic placement -- 11/16/07. <LORI>

RV Scenarios: Add co-titled RV Add pickup to use for community events Add trailer with company logo Add trailer equipped with full kitchen Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 1: Add Co-titled RV 2003 motorhome Two families share using the motorhome What do you suggest? Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxxxxxxx Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 2: Add Pickup to use for Community Events This is RV if used as a classic use vehicle. 1968 Ford Pickup Usage for: Local parades Car shows Charity events What are your next steps? Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxxxx Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 3: Add Trailer with Company Logo Airstream travel trailer Company logo on the side Used to travel to trade shows What are your next steps? Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxx xxx Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Scenario 4: Add Trailer Equipped with Full Kitchen Travel trailer Used for tail-gating at football games Equipped with: Full kitchen Sleeping quarters Bathroom What are your next steps? Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recommendation: xxxx Slide Use male witness photo. Replace 3 remaining photos with similar style but look like RV owners. <Pat> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Custom graphic collage created -- 07/29/08. <Lori>

Recreational Vehicle/Off-Road Insurance – Summary
What key points did you learn about recreational vehicle and off-road vehicle insurance?

Activity: CSR/Client Role Play
Sample Customer Scenarios

CSR/Client Role Play – Summary
What key points did you learn from this role-play activity?

Agenda Introduction Personal Auto Insurance Motorcycle Insurance
Recreational Vehicle Insurance Personal Umbrella Insurance Watercraft Insurance Safeco Products Compared to the Competition Customer Interactions Jeopardy Game Resources Page layout and design adjusted to match template – 07/29/08 <Lori>.

When is Safeco a Good Fit?
Visit SafecoNow® ( for information on Safeco products and services. >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

Q & A and Wrap-up Are there any questions about what we covered today?

Summary In this workshop, you learned to:
Describe the Safeco personal lines home, landlord protection policy, watercraft, recreational vehicle, and off-road vehicle insurance. Describe the coverages, endorsements, and eligibility requirements for each policy. Describe the differences between Safeco and the competition. GRAPHIC TEMPLATE: 03. Learning Objectives (LC) >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

Summary, cont’d. In this workshop, you learned to:
Describe the Safeco personal insurance quoting process, and list available resources for more information. Demonstrate the ability to answer common client questions, fulfill billing inquiries, and sell Safeco personal lines insurance. GRAPHIC TEMPLATE: 03. Learning Objectives (LC) >>>>>>>>>>>>>>>>>>>>>>> Visual QA complete; page layout and design adjusted to match template – 07/29/08 <Lori>.

Recommended Books Little Red Book of Selling by Jeffrey Gitomer
Stop Telling, Start Selling by L. Richardson The Art of Possibility by Rosamund Stone Sander What You Say Is What You Get by George P. Walther Rules for Renegades by Christine Comaford-Lynch Now, Discover Your Strengths by Marcus Buckingham and Donald O. Clifton, PhD The Tipping Point by Malcolm Gladwell The Fred Factor by Mark Sanborn The 7 Habits of Highly Effective People by Stephen R. Covey

Recommended Web Sites The Disney Institute: The Institute of Customer Service: Customer Service Help:

Recommended Additional Training
Virtual Product Training Personal Producer Development Program Future CSR Workshops Personal Auto: Overview and Selling Personal Auto: How to Quote & Issue New Business Virtual Discussion: Auto Safeco self-study course: Motorcycle Overview, Quoting, and Selling Virtual group discussion: Umbrella, Motorcycle, RV/ORV, and Watercraft

Tips for Success Be proactive not reactive.
Take control and lead the conversation. Make your own choices. Work on the 1% you can change. Love what you do. © 2008 Safeco Insurance Company of America. All rights reserved. This information contains proprietary Safeco trade secrets and is therefore confidential. Do not copy or disclose without prior permission from Safeco.

Workshop Credit (Agents Only)
Every two years licensed agents must complete at least 24 credits of Continuing Education courses (the amount of credits vary by state). The State of Washington approved this workshop for two Continuing Education credits (agents only).

Thank You for Attending
We hope you’ve enjoyed your Seattle workshop experience!

Personal CSR Home and Specialty Lines Workshop

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