11 © 2013 AAA Northern California, Nevada & Utah Insurance Exchange. Confidential and proprietary....

11© 2013 AAA Northern California, Nevada & Utah Insurance Exchange. Confidential and proprietary.

Welcome to AAA!

Insurance Customer Service Division

Oklahoma City

2013


Welcome to the AAA Insurance Exchange Insurance Customer Service family! We’re pleased to have you join us here in our operations center.

This center is a key piece of AAA’s growth strategy, and we strive to create a consistent, unified, AAA-branded experience for our members.

The AAA member experience is what sets us apart from the competition. Whenever you’re handling an insurance servicing request, keep in mind that in each member interaction you are AAA for that member.

Congratulations on becoming part of the team, and best wishes for success!

Customer service: It’s what we do

.

Mike Alvernaz Insurance Servicing Manager IICentral Region

Shaun Friesen Insurance Servicing ManagerWestern Region


Insurance Exchange Strategy & Values

Insurance Customer Service Division Strategy

Our 2013 “Road Trip” Communications & General

Policies

Facility & Building Security information

Information Security & Information Technology

A Few More Things AAA Membership Referral Bonus Education Opportunities

What we’ll be coveringThis presentation provides a quick overview on the following topics.


Strategies & ValuesProviding the best possible member experience for our policyholders


We are here to help our policyholders

The Insurance Exchange’s Insurance Customer Service division exists to take calls from AAA policyholders, serving their immediate policy needs and taking a consultative approach toward seeing that they have the appropriate coverages.

As AAA employees, our mission is to demonstrate we truly care every time we talk to a member. We are courteous, kind and friendly.

Members trust us because we provide peace of mind. We make sure we accurately capture what the member needs on each call.

We also look for opportunities to let members know about our other products and services that may benefit them and their families.


AAA Insurance Exchange Values

We are caring

We continuously and creatively pursue excellence

We keep our commitments

We have the courage to do the right thing

We are diverse and inclusive


AAA Insurance Exchange Strategy

Mission

Vision

We exist to create valued insurance relationships with AAA members through mutually beneficial partnerships with our ACP club partners and other club agencies to enhance the relevance and viability of AAA.To be the #1 insurer in AAA member households across the markets we serve

Insureds: Provide exceptional value to AAA member policyholders

Partners: Create alignment with AAA club agencies, and a privileged relationship with our exclusive ACP club partners

Employees: All share in our success, and feel valued and rewarded

Communities: Improve the safety and security of the communities we serve

How We’ll Win

• We will differentiate AAA Insurance based on our core brand competencies of caring and knowledgeable selling and servicing, high-quality member-centric products and a top-tier claims experience – all resulting in exceptional member value.

• We will apply leading sales and marketing capabilities to drive profitable growth across customer segments, markets, and channels


Insurance Customer Service Division Strategy

Here’s how we, as a division, support the company’s overall strategy:

Mission

Vision

Values

Commitments

We are the member’s advocate.

Our Insurance Service model will be the reason that our AAA Partners sell our product.

We operate profitably and promote growth We are easy to do business with We value our employees We enhance relationships through value-based

interactions

We are caring We continuously and creatively pursue excellence We keep our commitments We have the courage to do the right thing We are diverse and inclusive


The 2013 ICS Road Trip

This year, our division is continuing work toward creating a high-performance insurance customer service organization. The goal is to provide our policyholders with consistent, efficient service while ensuring an outstanding customer experience.

To accomplish this goal, we have a number of projects underway. Because they are all tied together in this journey toward excellence, our theme for this year is the Insurance Customer Service Road Trip.

Throughout the year, you will see signs, posters, maps and emails related to the Road Trip. Each of these is designed to keep you informed about what’s going on – where we are on our journey. Look for:

ICS 2013

Just up Ahead: News about an accomplishment or reaching a milestone and/or what it will take to get to the next milestone

Point of Interest: Lets you know about something related to a project – progress made, an update report or info you might need to know

Fork in the Road: Indicates that the project team needs your help or your input on a decision.


Communications & General Policies


AAA Insurance Servicing Communications

We have two main ways of communicating and staying connected within a contact center environment: Face-to-face (through team meetings, huddles, one-on-ones, town

halls) Electronically (e-mails, Intranet sites)

Our job is to provide you with information you need to know, but your part is to read or review the information you receive and ask questions as needed.


Communication vehicles

Regular e-newsletters Just in Time (employee information about benefits, payroll, etc.) FYI Weekly (insurance product or process Fact Sheets, information

about marketing campaigns and promotions that members are receiving, club information that may impact the contact centers, etc.)

Wellness program

Other e-mail communications Priority News (important operational or product news, usually time

sensitive) Local events (volunteer activities, vendor visits to the building, fun

events) Updates from division leadership


Insurance Customer Service division home page: Information specifically for contact center employees, including organization charts, strategy, Mission/Vision/Values, phone lists, policies, etc.

Insurance Servicing SharePoint site Helpful process and procedure links for Insurance Servicing

Partner Club Resource Guide SharePoint siteAn additional resource for insurance servicing information specific to the AAA clubs other than AAA Northern California, Nevada & Utah (AAA NCNU)

Passport: The Insurance Exchange’s main internal company site with news stories and links

Communications: Key Web sites


Dress Guidelines

Our dress code is business casual, which – in brief – means: Men

Neat and clean slacks (no shorts) Shirts with collars (no T-Shirts) Jeans (no holes or tears)

Women Nice blouses or tops (no strapless /no spaghetti straps) Neat and clean slacks or skirts Dresses Jeans (no holes or tears)

In general, dress for a business environment and not for an evening out or hanging with friends (for instance, no flip-flops!).

For details, see the dress policy on the Insurance Customer Service division site.


Being here is critical to our business. If there aren’t enough people to answer the calls, our policyholders are the ones who suffer. To meet our commitment to them and to the AAA clubs we work with, it is important that everyone show up for their shift as scheduled and on time.

We do understand that there will be occasions when unscheduled absences occur:

Illnesses (We really don’t want you here if you have the flu!) Emergencies (such as a car accident )

Whenever you do need to report an absence, call your supervisor as well as the

toll-free Attendance Hotline: 1.888.834.8339

For more information, see the Attendance & Punctuality section of the Insurance Exchange’s Employee Code of Conduct.

Attendance Guidelines


Facility & Building Security Information


ID Badges & Access All employees must wear their ID badge visibly, between

the neck and waist, while on company property.

Keys The Facilities team will issue you a key to a lockable

drawer or set of drawers.

Emergencies If you have a life-threatening emergency or see a crime

being committed, call 9 + 911 and then call Security at (405) 753-8001. Also notify your manager immediately.

Security & Facilities Guidelines


Parking Employee parking: There is ample parking in the building lot. Bicycles: Bike racks are located outside the south entrance. Visitors: Specially marked spaces are on the north side of the

building. Smoking

AAA maintains smoke-free facilities, so smoking is not allowed on any company property. This includes inside your car if you're parked in the company parking lot.

There’s a designated smoking area at the far end of the southeast parking lot.

Visitors All visitors must check in at the Security desk for a pass and

must be escorted through the building.

Security & Facilities Guidelines


Emergency Evacuation Guidelines

The building is equipped with alarms. All alarms are to be taken seriously.

Leave the area immediately and go to your designated assembly area.

Don’t return to the building until you have been informed that all is clear.

Emergency evacuations

Building entrances

A or B Assembly areas

A

B


The lunchroom is located on the first floor and features: A daily hot lunch option and soup of the day (from our vendor Sodexho) A variety of vending machines stocked with:

Hot and cold foods Beverages Snacks (including ice cream!)

Microwaves Refrigerator/freezer Sink Tables both inside and outside on the patio

In addition, there are refrigerators located in every break room (one in eachbuilding wing).

There are also a few nearby places to grab a bite (Subway and Quizno’s, for instance).

Please use your lunch time as an opportunity to get away from your desk for a few minutes.

Lunchroom 101


To help you work comfortably, chairs are adjustable and the keyboard area on most agent desks can be raised and lowered.

Chair adjustments Look at the tag on your chair for specific information on

how to adjust: Seat height and depth Back tension Arm rest height and depth

More information about office ergonomics is available through AAA University’s online learning course “Workstation Safety Plus.”

Office Ergonomics: Working in Comfort


Information Security & Information Technology


Protecting member information is a crucial element of being the member’s advocate. We strive to comply with the Payment Card Industry (PCI) standards in how we access, handle and protect credit card information in our daily processes.

Meeting these standards includes the following:

All personal electronic devices that have Internet access, text capabilities or cameras (such as mobile phones, iPods, digital cameras, etc.) may not be left out on any desktop or used in any contact center work area.

Access to the call center areas is limited to call center employees only and required support people as needed (for example, IT desktop support).

Callers’ personal information (phone numbers, addresses, credit card numbers, etc.) is not to be written down.

Your supervisor can review other PCI compliance measures with you and answer any questions you may have.

Guidelines for Information Security


Other information security guidelines:

Lock your workstation every time you leave your desk. Hit CTRL + Alt + Delete keys simultaneously, then select “Lock Computer”

button.

Securely dispose of all sensitive, private or confidential information in the locked shred bins when no longer needed.

Protect your passwords. Don’t share or write them down.

Never open e-mail that is of a questionable nature, such as an unusual attachment, a message from an unusual sender, or unexpected e-mail. Call the IT service desk at 1.877.554.2911 if you receive a suspicious email.

Guidelines for Information Security


If you experience a technology issue (computer, monitor, mouse, keyboard, printer, phone, etc.), here’s what to do.

Call the IT Service Center (ITSC) at 1.877.554.2911 (Internal dial #1141591); OR

Submit a request online using the IT Service Catalog (available 24/7) There’s a link for it on the Insurance Customer Service division site in the

“Quick Links” box. Click on “Report an Incident.”

You’ll need to provide your User ID and your computer name.

• Right-click on the “My Computer” icon on your desktop

• Select “Properties” from the menu.

• Select the “Computer Name” tab at the top and look for the full computer name.

Information Technology (IT) Support


Basic computer maintenance Rebooting the computer on a regular basis is okay and actually helps free up

memory . Minimize adjustments to the equipment, including the monitor and desktop. Occasionally, cables can come loose. If your computer or monitor is not working,

check the cables (including under the desk where they are plugged in).

Saving your data Save all files to your P: drive, which is on a shared server and backed up daily. Limit files saved to your desktop, as doing so affects your login. Plus those files

cannot be recovered if the desktop becomes corrupt.

Be aware: All traffic is monitored (including email s and instant messages), as well as regular scans of systems. As tempting as it may be, don’t download MP3 files to your computer. Any time a video is viewed on the Internet, it is cached locally on the system,

taking up space. Never download files from unknown sources.

IT (continued)


A Few More Things We Want You to Know


All employees must follow all AAA Insurance Exchange policies and other laws/regulations.

Employees have access to a 24-hour Ethics Hotline, where ethical concerns and dilemmas can be voiced anonymously.

AAA Insurance Exchange Ethics Hotline:

1.877.534.0373

AAA Insurance Exchange Ethics Hotline


As an employee, we want you to experience your own AAA membership.

Active employees whose schedule is 24 hours or more a week are eligible for a free Classic membership.

You can find an employee application on the MyLife at AAA benefits site. Once logged in, click on the “Company” tab at the top. The employee

application forms are listed under Related Documents on the right side of the page.

Membership benefits include:

Emergency roadside assistance with free towing (free mileage varies by membership level)

Discounts on auto and home insurance Discounts at hundreds of merchants, pharmacies, restaurants,

theme parks and hotels Free travel planning services, including free maps and

Travel Guides

AAA Membership


Know someone who would be a perfect fit for one of our open positions?

You can earn a referral bonus (currently $750) for recommending someone for a job with us!

To qualify for the bonus: Your referral must be hired and on board for 90 days, and You must still be an employee of AAA at that time.

When your candidate completes the online application (available on aaa4insurance.com), make sure they identify you as the person who referred them In the “How did you hear about us?” area.

Referral Bonus


Tuition reimbursement is available to Insurance Exchange employees for both undergraduate and graduate coursework. The degree program, individual coursework or

certificate program must be relevant to the employee’s current position or include courses that help advance employee to a higher or different position in the company to qualify for reimbursement.

Classes must be taken on an employee’s own time.

More information about Tuition Reimbursement is available online.

Education Opportunities

In addition, insurance professional/business acumen coursework is available. Books, courses and first test for each course will be paid by AAA. Some coursework earns a bonus upon completion. Talk with your supervisor for more information.


We’re glad to have you here as a member of the AAA Insurance Exchange family!

Questions? Feel free to ask!

Again, welcome to AAA!

11 © 2013 AAA Northern California, Nevada & Utah Insurance Exchange. Confidential and proprietary....

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