2017 Area Kickoff Presentation FINAL

Liberty Mutual Insurance 05/03/2023 1

Common Purpose & Quality Standards


Area 3004 2017 Kickoff Meeting February 2, 2017


WELCOME• Kim Cohen, Account Executive Affinity• Kelly Robinson, Recruiter U.S. Consumer Distribution• Kelly Howard, AVP, Manager Customer Response Center• John Barno, Team Manager, Customer Response Center• Vicki Lambert, VP Global Consumer Markets, SR DIR. II, State Operations• Josslyn Clews, Analyst, Product Analysis • Victor Rodriguez, External Wholesaler, PM• Heather Thomas, Senior Relationship Manager


AGENDA• 10:00 – 10:15 Welcome & Introductions• 10:15 – 10:30 2016 Area Results• 10:30 – 11:15 Recognition • 11:15 – 11:30 Break• 11:30 – 12:00 2017 Service Strategy • 12:00 – 12:45 Personal Lines P&C Product• 12:45 – 1:45 Lunch• 1:45 – 2:15 2016 EOS Action Items • 2:15 – 3:00 EOS Adapting to Change SR Panel• 3:00 – 3:15 Break• 3:15 – 3:30 2016 Life Insurance & Annuities • 3:30 – 4:00 Partnership Marketing• 4:00 – 4:15 Closing

Liberty Mutual Insurance 505/03/2023

$28.4M in NB premium

+46% +20% +15% +36%

EXCEEDGOALS!

+17% +3% +13% +12%

Y/Y GROWTH

Liberty

Leaders

182016 Accomplishments

21 SA’s

12 Interns

$7M Sales

Bonuses


CongratulationsTo Our SA’s Promoted to SR’s

Judy PalmeriPhoenix North

Brandee JonesPhoenix North

Simmons WycheGilbert


CongratulationsTo Our 2016 SRII Promotion

Chester WinterSurprise

Liberty Mutual Insurance

CongratulationsTo Our 2016 Promotions to LSR

Chad CummingsMesa

Aaron GrasserPrescott

Deanna DunnuckPhoenix

Gabriel FelixLitchfield Park

Lucas FloodPrescott

Carlos RamirezLitchfield Park

Brian WeaverScottsdale

Jazmyn HaroldScottsdale

Iestyn DulaisGilbert

Tracy StutzmanSurprise

Jarrett ChristiansonGilbert

Diane MendozaSurprise

Michael FeraldiMesa

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Congratulations To Our 2016 Promotion to ESR

Tak Sun, LUTCFChandler

9x Liberty Leader

4x

Liberty

Life

Leader

Liberty Elite


Congratulations Life All Stars Representatives

Manny De JesusSA – Anthony Howard

Vaunda ReeseSA – Raquel Loguercio

Tak SunSA – Chris Garcia

Rishin PatelSA’s – Angie, Brittani, & Neil

Randy BoddySA – Demetrius Phillips

Chester Winter

Chris JuddSA – James Crawford

Steve Carrel

Corinne JohnsonSA – Tiffany Fisher

Radhika SivaSA – Xavier Herrera

Jack CostelloSA – Tara Frichtl

Tracy StutzmanSA – Tyler Stafford

Tim MarcinSA – Brandee Jones

Chad Cummings

Tina KawarSA – Debbie Brunn

Justin GarnelSA – Esthela Yeo-Torres

Deanna DunnuckMike AndrewSA – Simmons Wyche


Congratulations To Our 2016 LUTCF Designees

Heather HeimkesPhoenix North

Chris JuddSurprise

Deanna DunnuckPhoenix

Rishin PatelGlendale

Tina KawarScottsdale

Bill GordonLitchfield Park


Jazmyn HaroldScottsdale

Radika SivaPhoenix

Tracy StutzmanSurprise

Jack CostelloMesa

Diane MendozaSurprise

Corey MabreyGlendale

05/03/2023 11


CongratulationsTop Choice/Bolt Producer


CongratulationsTo Our Top Life & Annuity Producer


Congratulations To Our Rookie of The Year


CongratulationsTop Sales Coach

Liberty Mutual Insurance 1605/03/2023

CongratulationsRishin Patel & SA’s Angie Thompson & Brittani Johnsen


Congratulations To Our Admin of The Year

Sandi BilardiScottsdale


2016 Monthly Branch Trophy Winners

January February March April May June

Phoenix(154.1 %)

Litchfield Park(172.9 %)



Surprise(168.4 %)


July August September October November December



Gilbert(169.6 %)

Tucson(168.2 %)

Phoenix(194.1 %)

Scottsdale(227.9 %)


Branch Trophy Winner

Scott Winter Litchfield Park

Branch Manager


CongratulationsTo Our Branch Managers of The Year

Scott Winter Litchfield Park

Nima ErtebatiGilbert


Liberty Leaders 2018 – Palm Beach, FL

https://myvideo.lmig.com/viewerportal/video/video.vp?programId=esc_program:19878


2017 Service Strategy• Kelly Howard, AVP, Manager Customer Response Center • John Barno, Team Manager, Customer Response Center



2017 PL Product Strategy• Vicki Lambert, VP Global Consumer Markets, SR Dir. II, State Operations • Josslyn Clews, Analyst, Product Analysis



Congratulations To Our Golden Thumb Winners

Lindsey LaneSurprise

Tai AuScottsdale



2017 Outsell For The Del Contest

https://myvideo.lmig.com/viewerportal/video/video.vp?programId=esc_program:19857&contentAssocId=association:81463


2017 Employee Opinion Team

• Mike Kosse, Lead Sales Representative, LUTCF, Scottsdale • Tyler Stafford, Sales Associate, Surprise • Adam England, Sales Representative, Prescott• Cassandra Ibarra, Sales Representative, Litchfield Park• Ty Johnson, Sales Representative, Phoenix South• Tyler Schafer, Sales Representative, Gilbert• Sergio Mendia, Sales Representative, Chandler• Silvia Cuevas, Sales Representative, Tucson


Liberty Mutual Insurance

Common Themes

• Acting with integrity in my work unit takes priority over achieving business results.– Opportunities here include applying discounts while quoting, HH reassignments and pressure from management to achieve sales goals. Not enough recognition of when we do the right thing.

• My unit uses the EOS feedback to make improvements.

– I think we kind of agreed that this may not be such a major opportunity as the general consensus is that we do respond to the feedback from this survey through groups just like this. What we would like to see is some more transparency around EOS results by department (claims, DRC, LSO, CRC etc.)

– EOS skirts some of the real issues such as checking about our feelings around rate increase (the why behind it), budget issues etc.

• Lack of transparency/unified direction of the field organization. Especially with the rate changes and changes in our target demographic, we could use some more clarity on where we see ourselves going as an organization, who we should be targeting and how we can realistically hit our goals the right way in this new environment

• Recent changes, as well as changes in the past, seem to be favoring newer/less tenured reps and hurting the veterans by focusing more on new business than retention. We’d like some more fairness here. New goals for Leaders include PLP expectations which are difficult when the rates for the typical PLP demographic don’t appear to be competitive in the market.

• Conflict between the value proposition/promise we make customers and the pressure we get to send all service needs to CRC. This feels like a conflict/contradiction to what we tell our customers when building relationships

• Lack of effective communication with service (CRC), since they centralized, it feels like we are unaware or uninformed about what changes are occurring with them which can cause roadblocks/barriers to communication and ultimately have a negative impact on customers.

• Work/life balance around FTO. Because this is a commission job, we feel penalized when we take FTO because our paychecks take a hit.



EOS Focus/Opportunities

AZ Sales Reps and Interns1. Cross office communication and collaboration- put together a mixed tenure group to focus on ideas for improving cross office

relationships.2. CRC/Service communication- put together a team to look into improving communication between service and LSO. Capitalize

on local CRC availability.

AZ Management Team3. Transparency- need to clarify our direction as an organization, help reps focus on a target market and provide them support in

this area.4. Town Hall- fear of retribution from speaking up, improve perception of the support management gives our team.

Sr. Management1. Reps feel shift toward NB not enough incentive to write quality business.2. FTO and NB goals are not mutually compatible, roll over day limits and can’t cash in unused days



2017 Sales Representative Panel: “Adapting to Change”

• Corinne Johnson, Senior Sales Representative, Chandler, 18 yrs.• Tim Marcin, Lead Sales Representative, Phoenix North, 13 yrs.• Randy Boddy, Senior Sales Representative, Mesa, 6 yrs.• Brian Weaver, Lead Sales Representative, Scottsdale, 2 yrs.



Thank You Panel Members

“Nothing in the world is worth having or worth doing unless it means effort, pain, difficulty… I have never in my life envied a human being who led an easy life. I have envied a great many people who led difficult lives and led them well.”

- Theodore Roosevelt



2017 Life and Annuity Strategy

• Victor Rodriguez, External Wholesaler



2017 Partnership Marketing

• Heather Thomas, Senior Relationship Manager



2017 ARIZONA OBJECTIVES & PRIORITIES

2017 KEY ObjectivesExceed Sales Plan All LinesMeet Expense PlanBuilding on our Value PropositionBuild SA/SR Team Capabilities Develop a Multi-Carrier Mindset

2017Priorities

Find Your Niche’ &

Own It Champion Manager led Groups

tied to Specific Goals

Adopt EOS Recommendations Create our Future with

SA/SR Development

Expand Choice Champions


Thank You 2017 Kickoff Team!

• Marsi Wychulis, Sr Administrative Associate• Sandi Bilardi, Branch Administrative Associate• Lorie Wells, Branch Administrative Associate• Jonathan Tarno, Intern Scottsdale• Arizona Management Team



Liberty Mutual U.S. Consumer Group



Common Purpose & Quality Standards

2017 Area Kickoff Presentation FINAL

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Transcript of 2017 Area Kickoff Presentation FINAL