HelpPoint Has Turned the Farmers of the Future Into the Farmers of Today.

Customer contacts the HelpPoint where a Customer Service

Representative takes the initial loss report, performs triage, makes warm

transfers to appropriate vendors.

Customer reports claim to Farmers via phone,

FAX, internet, Agent or mail.

Accident Occurs!

•Small appropriate claims are warm

transferred to OCRs for immediate

resolution

Customer’s life is restored within a few hours.

•Vendor Networks

•Centers of Excellence

•Field Claims Representatives

•Drive-in Facilities at Field Claims

Centers

WELCOME TO OUR NEW CLAIMS PROCESS!

HelpPoint Will Ensure a Team Effort

•Customers wishing to report losses will be provided the option to contact the new HelpPoint either by phone, Internet, or through an Agent to report a loss

•Agents will automatically be notified, by fax or e-mail, when a customer reports a claim

This is How We Can Work Together to Service Our Customers…

HelpPoint

Kansas City Claims Center

90,000 sq. ft. facility

• Houses our KC HelpPoint, National Catastrophe Center, National Coverage Unit, National Glass & KC area BCO. •750+ employees when fully staffed.

Oklahoma City Claims Center

100, 000 sq. ft. facility

•Houses the OKC HelpPoint, National Document Center, National Salvage COE, Server Farm &Claims Help Desk.• 1,000+ employees when fully staffed.

HelpPoint

What does HelpPoint offer to my customers?

HelpPoint

• Here’s what the HelpPoints can do for your customers:– Improved Accessibility To Report A

Claim: • 24 hours a day, 7 days a week (we never

close!)– All AILR losses routed to HelpPoint

– Internet Loss Reporting – e-mail– By toll free phone call

» 1-800-HelpPoint (435-7764)» 1-877-RECLAMO (Spanish)» Hearing Impaired Service 1-888-891-1660

HelpPoint

• Here’s what the HelpPoint can do for your customers:– The HelpPoints begin advancing the claim

immediately, 24 hours/day, 7 days a week:• Enter loss• Triage claim• Verify coverage• Sell appropriate Vendor Services (COD, EPV,

FARS etc)• OCRs standing by to begin work on selected

claims.

What will HelpPoint do for the agent?

Customer Retention

• When your customers are well-served, you benefit.

• The speedy restoration of their losses will be reflected in greater customer loyalty to you, and Farmers.

Selling Power

• HelpPoint’s array of services is a powerful product. At the center of this service is specific training to help customers with the emotions and confusion surrounding a loss.

• Your pledge to restore your customers peace of mind has never been so well supported.

Convenience

• No longer will a customer wonder who to call when a loss occurs in the middle of the night, on a holiday, or over the weekend.

• You will also have more detailed information about a customer’s claim, often eliminating the need to contact a customer’s claims representative.

• HelpPoint will reduce the time you spend putting out fires, and give you new opportunities to invest your time in building your business, and relationships with your customers.

Full Involvement

• Far from cutting you out of the process, Farmers HelpPoint service includes you more than ever.

• By e-mail or fax – you’re informed promptly of every claim your customers file.

Frequently Asked Questions about HelpPoint from Agents and

District Managers

Which HelpPoint will provide service for

my Customers?

The HelpPoints are physically located in Oklahoma City and in Kansas City. Through Computer Telephony Integration (CTI), the two Centers appear seamless to both our internal and external customers. By calling 1-800-HelpPoint, the call is routed by CTI to the first available representative. In fact, a call can be answered by a CSA in Kansas City and following a warm transfer, be concluded by an OCR in Oklahoma City. Simply put the centers are two centers acting as one. One of the major benefits of operating multiple Centers is our ability to route calls to a single location should a disaster or utility failure disable the other facility.

• CSA’s and OCR’s attend formal training lasting 6 weeks for CSA’s and 7 weeks for OCR’s.

• Training curriculum includes items such as, basic insurance, ethics, stress management, customer service, customer empathy, vendor services, language training, statement taking, On the Job Training, and training on Farmers systems.

• Our CSA’s and OCR’s will also complete licensing requirements including outside education and will be licensed as Claims Adjusters in 14 states.

What kind of training do HelpPoint staff receive?

Will I still be able to use AILR?

• YES you can still enter losses in AILR, but if the agent has the insured on the phone why not take advantage of what HelpPoint has to offer and warm transfer your customers to us so we can begin to restore their lives to order immediately?

• Losses can be submitted via AILR, internet, fax, or phoned in directly by either the agent, insured or claimant.

Will I still be involved in the claims handling

process?• YES! The agent or District Manager will be able

to view more claims information on their system than ever before. This will allow them to stay informed of the status of each claim.

• Agents will be notified of all losses either through email or fax. Notifications include insured’s name, claim number, type of loss and adjuster’s name.

• The agent will remain an important channel of communication to the insured in the claims process.

Will there still be local adjusters to handle my

insured’s claims?

• YES! Your local adjusters will still be there handling claims face to face when feasible, as they always have. In addition, CRN will free up more of their time so they will available to meet your customer’s needs.

• With the addition of the Centers of Excellence you will see your larger more complex losses being handled by specialized adjusters who can provide the personalized type of service that these losses require.

How long does the loss reporting process take?

• The average phone call to report a claim directly to the HelpPoint takes approximately 10 minutes. Remember, we are capturing and keying much more information than ever before. We will also be conducting warm transfers to OCRs, and vendors..all during the initial loss report call, but at the conclusion of that first call, the customer is well on their way to having their life restored to order!

Where Are Our Customers Already Seeing Benefits?!

• Faster more efficient service, with Claims Representatives who will not be tied to an office and can dedicate more time in the Field Restoring Lives to Order.

• Speedier resolution of Claims

• Claims support 24 hours per day/7 days per week

• Extensive Network of Vendor Programs tailored to get our customers back where they belong!

• Dedication to Meeting Our Customers Needs!

HelpPoint

We Will Restore Peoples’ Lives To Order

Farmers HelpPoint service promises to be a revolution in

customer service and fulfillment of our promise to get people

back where they belong. It’s all part of Farmers’ pledge to

support our agents to the fullest possible extent. We hope

you’ll come to think of it as your edge against your

competitors and your best resource in customer service.

Additional Restoration

Resources That Are Now At Your Disposal…

Large Property Loss Center of Excellence:

• Group of highly experienced Adjusters who specialize in meeting the needs of our large loss customers. Most of these adjusters have been 5-30 years of experience handling these types of claims and will provide contact immediately after a loss, anytime and anywhere.

Medical & Personal Injury Protection Center of Excellence:

• Dedicated to the management of Medical Pay and Personal Injury Protection claims for our customers

• The COE partnered with a Preferred Provider Organization (PPO) which is contributing to tremendous reductions in medical expenses for our customers

These are the Specialized Units Now Available to Serve our Customers:

National Liability Claims Center of Excellence:

• This Center of Excellence hosts experienced Claims Representatives with specialization in working with injured customers on complex claims

• The goal of this COE is to structure a solution to meet the specific needs of the situation

Marine Center of Excellence:

• This Center of Excellence brings expertise to Farmers boat claims. These run the gambit: From watercraft covered under Homeowner policy to bass boats and jet skis to multi-million dollar yachts

• Will also handle all liability claims involving bodily injury and Jones’ Act Cases.

These are the Specialized Units Now Available to Serve our Customers:

HelpPointand

Operation RestoreWe Will Restore Peoples’ Lives To

Order !

•Deliver Our Services At The Customer’s Convenience

•Provide More Than The Customer Expects

•Do It Now!

•Treat People As They Would Like To Be Treated

•Pay What We Owe