The Chubb Customer · PDF fileThe Chubb Customer Center ˜74*:)+7 374112+39 ˜74)+88...

The Chubb Customer Center

Producer Enrollment Process

Chubb Group of Insurance CompaniesP.O. Box 1615

Warren, New Jersey 07059

www.chubb.com/ccc

Form 31-01-0011 (Rev. 4/15)

Table of Contents

1. CCC Enrollment Overview

Producer Enrollment Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Addendum to Producer Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Minimum Coverage Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2. CCC Post Enrollment Overview

Business Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Service Offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

New Business Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3. CCC Sample Documents

Sample: Customer Welcome Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Sample: Customer Annual Review Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Sample: Customer Personal Insurance Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15


PRODUCER ENROLLMENT PROCESS

Step 1 ~ Review Enrollment Forms

To begin the enrollment process, the Chubb Customer Center will provide you with the following enrollment forms

for review and completion:

• PRODUCER Enrollment Questionnaire

• We can provide a CUSTOMER listing for selection and enrollment into the Chubb Customer Center

• SAMPLE customer welcome letter for your review and approval

Step 2 ~ Complete and Submit Enrollment Forms

The following forms must be completed, signed and returned to the Chubb Customer Center to ensure

successful enrollment:

• CHUBB CUSTOMER CENTER SERVICE AGREEMENT (retain one copy for your records)


• APPROVED list of customers for CCC enrollment

• Please INCLUDE your representative’s name, title and signature* for the customer welcome letter, if desired.

*NOTE: Your signature should be in black ink scanned to us electronically, which we will scan onto the

customer welcome letter.

Step 3 ~ Confirmation of Enrollment

Upon receipt of your completed, signed enrollment forms, the Chubb Customer Center will send

you an e-mail confirming enrollment and provide the following:

• ELECTRONIC file containing your agency enrolled customers

NOTE: Our service fee will be applied to the policy commission, effective the renewal date

• SAMPLE of our customer welcome letter for your final review and approval

Step 4 ~ Customer Communication and Notification

Upon enrollment, we will notify your CCC enrolled customers about the Chubb Customer Center

and will provide them with the following:

• CUSTOMER welcome letter from the Chubb Customer Center, signed by a member of your agency

• IMMEDIATE access to our staff of professional, licensed Chubb Customer Center employees



2 15

Martin Brady

1 Main Street Primary Phone Number: (908) 777-2131

Whitehouse Station, NJ 08889 Primary Email Address: [email protected]

To make changes to your Chubb policy, please contact the Chubb Customer Center at 1-800-777-2131.

Updated Contact Information (If Applicable):

Address: .......................................................................................................... Phone: ............................................................................

......................................................................................................................... Email: ............................................................................

Property/Homeowners

1. Have you made any major renovations to your home or others structures on your property? o Yes o No

2. Have you purchased a secondary residence or vacation home? o Yes o No

3. Have the occupants in your household changed? o Yes o No

4. Have you installed a fire or burglar alarm system or any other protective devices? o Yes o No

5. Have you sold or gifted any major items in the past year? o Yes o No

6. Have you acquired any valuables, including: jewelry, furs, fine art, silverware, antiques or collectibles? o Yes o No

7. Is Flood coverage* required or a concern near your home? o Yes o No

* Your Homeowner policy does not cover you for loss resulting from flood. If your property is located in a flood zone, flood

coverage is required. To ensure you have the appropriate coverage needed to protect your home and property in the event of a flood,

please call the Chubb Customer Center today.

Automobile

1. Have you purchased, leased or sold any vehicles in the past year? o Yes o No

2. Have any household members become newly licensed in the past year? o Yes o No

3. Are there drivers listed on your policy, who no longer reside in your household? o Yes o No

4. Are there drivers in the household not listed on your policy? o Yes o No

5. Do you have vehicles garaged at a location other than your primary residence? o Yes o No

6. Do you or other members of your household drive a company car? o Yes o No

7. Do you or other members of your household own a collector car? o Yes o No

If you answered YES to question #2, #3 OR #4, please list the driver information below:

Driver name Driver license # Driver name Driver license #

1. ....................................................................................................3. .....................................................................................................

2. ....................................................................................................4. .....................................................................................................

Miscellaneous

1. Have you purchased any of the following items: Motorcycles, jet-skis, snowmobiles, campers,

golf carts, boats? o Yes o No

2. Do you employ any permanent live-in domestic help or part-time help such as housekeepers, child

care workers, groundskeepers? o Yes o No

3. Do you or any members of your household operate an in-home business? o Yes o No

4. Are your total assets higher than your current personal liability limit? o Yes o No

Lookup Code

CHUBB CUSTOMER CENTER

202 Hall’s Mill Road, P.O. Box 1625, Whitehouse Station, NJ 08889-1625

Phone: (800) 777-2131 * Fax: (800) 248-2259 • Email Address: [email protected]

SaMPLE: Personal Insurance Review

Chubb Customer Center, a division of Federal Insurance Company

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Martin Brady

1 Main Street

Whitehouse Station, NJ 08889

December 5, 2013

Dear Valued Customer:

We want to take a moment to thank you for entrusting us with your personal insurance through our relationship with

BrokerName. You have been conscientious in seeking superior insurance protection through Chubb, but you may still be exposed

to additional risks that you may not have anticipated.

Lifestyles change from year to year. Homes, automobiles and other possessions are purchased or sold, assets increase and new

drivers are licensed. All these changes influence insurance coverage. Your policies may not be affording the protection you think

you have.

A review of your current insurance program can help protect your personal assets by providing you with an analysis of your

exposures and policies before a loss occurs. As part of the review process, The Chubb Customer Center can assist you in making

sure your insurance program and coverages are up-to-date, so you can have peace of mind.

Reviewing coverage and policy limits may also uncover cost savings for you in the form of preferred rates, credits for protective

devices, multiple policy discounts or different deductibles.

We ask that you take a few moments to complete the enclosed Personal Insurance Review. Please note that this is a partial check-

list of items that could affect your personal insurance coverage and may change over time. We encourage you to call The Chubb

Customer Center today to speak with one of our licensed Account Executives to review your personal insurance program. If you

prefer to send back your completed questionnaire, please take a moment to update your current contact information so one of our

Account Executives can reach you.

Thank you for insuring through Chubb and BrokerName. We look forward to hearing from you.

Sincerely,

Jacqueline Vergne

Sales & Service Manager

Serving the valued customers of BrokerName





SaMPLE: Customer annual Review LetterThe Producer Agreement entered into between INSERT AGENCY (hereinafter "Producer") and Chubb & Son, a

division of Federal Insurance Company (hereinafter "Chubb") on MM/DD/YY (hereinafter the "Producer

Agreement") is hereby amended as follows:

1. The following terms are added to the Section entitled Definitions:

CCC means the Chubb Customer Center, which performs agency servicing functions for Chubb enrolled

producers

CCC Policy means a policy produced by the Producer which is serviced by CCC in accordance with the

terms of this Agreement.

CCC Policyholder means an insured with a CCC Policy.

Subproducer means a properly licensed insurance producer (agent or broker) who you identify to Company as

the authorized representative of the insured and who submits applications to you on behalf of a CCC

Policyholder.

2. The following new Section is added to the Agreement:

Chubb Customer Center's Authority and Responsibilities

Producer grants CCC authority to service CCC Policies. The services provided may include, but are not

limited to, handling policy issuance, policy renewals, policy changes, return premiums, cancellation requests,

direct billing inquiries, reported claims and such other similar services as are typically furnished by Producer.

Such authority shall not include the procurement of new coverage in the event a CCC Policy is cancelled or

nonrenewed (or no longer eligible for coverage with a member insurer of the Chubb Group of Insurance

Companies).

In order to facilitate CCC's provision of services, Producer grants CCC authority to communicate directly with

CCC Policyholders. Producer further agrees that its employees will encourage communication between CCC

and CCC Policyholders.

CHUBB CUSTOMER CENTER of Federal Insurance CompanyaDDENDUM TO PRODUCER aGREEMENT

WITH: Producer Name

EFFECTIVE: Effective Date

3

3. The following paragraph is added to the Section entitled Premium Collection, Commissions and Premium

Trust Accounts:

CCC Serviced Policies

CCC and Producer agree that all CCC Policies will be handled on a direct-billed basis and subject to the

Direct Bill provisions in this Agreement.to AGENT under the Agency Agreement with Chubb by the amount

specified in Section 3.1.

4. The following is added to the paragraph entitled Commissions under the section entitled Premium

Collection, Commissions and Premium Trust Accounts:

As compensation for the service provided by CCC, Producer agrees to a reduction in its commission as

specified in the Personal Lines Authority Addendum equal to 2% of gross written premium for all CCC

Policies.

5. The following is added to the Section entitled Responsibilities:

J. In the event of cancellation or nonrenewal of a CCC Policy, you shall assume sole responsibility for servicing

the CCC Policy and assisting the CCC Policyholder with the procurement of new coverage.

K. In the event that your relationship with a Subproducer is terminated, you must immediately inform CCC of

such termination.

6. The following is added to the Paragraph entitled After Termination under the Section entitled

Termination/After Termination:

F. Upon termination of the Producer Agreement, the parties shall mutually agree upon a reasonable period not

to exceed one hundred and eighty (180) days from the date of the termination notice to transition the servicing

provided by CCC to another provider.

7. The following is added to the Paragraph entitled Advertising/Marketing:

Any advertising, sales literature, marketing letter or other written or electronic communication prepared by a

Producer or Subproducer which refers to CCC shall first be approved by CCC in writing.


WITH: Producer Name


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Named InsuredStreet Address CityState Zip

Date

Re; Policy Number:

Dear Named Insured:

Agency Name is pleased to announce an enhancement to the personal insurance services we offer exclusively for ourChubb customers. To simplify your ease of doing business with us, Agents Name has arranged with Chubb to serviceyour personal insurance needs through the Chubb Customer Center (CCC), located in Whitehouse Station, NJ.

The Chubb Customer Center (CCC) is staffed with fully licensed insurance professionals, who are available Monday throughFriday from 8:00 a.m. to 8:00 p.m. and on Saturdays from 10:00 a.m. to 6:00 p.m. Eastern Standard Time. Extended businesshours and additional staff allow the Chubb Customer Center to meet or exceed your service expectations. The CCC has theability to provide over the phone interpretation: they have the ability to translate in over 175 languages by three wayconversation

Agency Name is available to you for any questions; however, we encourage you to contact the Chubb CustomerCenter (CCC) at 1-800-777-2131 to discuss any of the following Chubb services or coverage needs:

• Chubb policy review• Chubb coverage inquiries• Chubb billing inquiries• Chubb policy change requests• Additional Coverage needs

Because insurance to value is so important, Chubb will perform a complimentary appraisal of your home. This will be done sothat your home is insured to 100% of Chubb’s estimated replacement cost, enabling you to retain the Extended ReplacementCost feature of your policy. You will be contacted shortly to arrange this inspection.

Chubb’s website, www.chubb.com/personal, allows you to pay your bills online, while giving you secure access to yourpolicy, bill and claim information. We encourage you to visit and enroll in Chubb Auto Payment under the "Pay My Bills"section. You can also arrange to receive your Chubb policy delivered by email. We encourage you to subscribe to Accent,Chubb’s monthly, on-line lifestyle magazine. You’ll find a link on the above noted website, or simply visitwww.accent.chubb.com.

Our arrangement with the Chubb Customer Center (CCC) represents our commitment to deliver the service expertise andexcellence that you have come to expect from Agency Name and Chubb. We appreciate your personal insurance businessand the faith you have placed in us.

With Thanks,

Agency Name





SaMPLE: Customer Welcome Letter

agent Call Unit Phone: 800-952-4822

Fax: 800-248-2259

Email: [email protected]

The Chubb Customer Center’s Agent Call Unit is staffed with licensed producers who will quote and

issue new accounts that we will service for your agency. Our Account Representatives are available

Monday to Friday 8 am to 8 pm and Saturday 10 am to 6 pm EST. Our procedures for placing new

business are as follows:

• Please contact your Chubb Underwriter to secure approval for risks when necessary.

• Please contact the Chubb Customer Center for all new line quotes, inquiries, and transactions for your

clients that are enrolled in the Chubb Customer Center. If you are interfaced with Chubb and wish to enter

the quote information from your agency, please enter both your producer code and the 999 sub-producer

code in the appropriate fields. PLEASE DO NOT ISSUE THE POLICY FROM YOUR AGENCY.

• After your customer has accepted the Chubb quote, please contact the Chubb Customer Center to have

the policy issued from our office to ensure that it has the correct sub-producer code. Per your instructions,

we will either mail the new policy to your office or directly to your customer.

• We will send our Welcome Letter with our contact information to your customer with the new policy, or,

30 days later.

• Please remind your newly enrolled customer to call the Chubb Customer Center at 800-777-2131 with any

coverage questions and policy transactions going forward. We will service your customers directly and

work with the Chubb Underwriters to address their coverage needs.


NEW BUSINESS PROCEDURES

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IN WITNESS WHEREOF, the parties have caused this Service Addendum to be duly executed by theirauthorized representatives as of the date first set forth above.

CHUBB & SON, a division The ABC Agency Inc.of Federal Insurance Company

INSERT AGENCY

By: __________________________________ By: ______________________________________

Typed TypedName: Susan M Vella Name: ___________________________________

Title: Senior Vice Preaident Title: ___________________________________

Date: Date: ___________________________________


WITH: Producer Name


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Please Type/Print Information

Producer’s Name: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chubb Producer Number: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Business Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Business Telephone #: . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax #: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

E-mail Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Principal: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Personal Lines Manager: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Personal Lines Representatives: Alpha Split:

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CCC Minimum Coverage Recommendations Attached

Note: CCC uses the minimum coverage limits as a guideline. Higher limits are always encouraged when

appropriate.

Comments: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .



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Enrolled Customers

CCC Service Unit Phone: 800-777-2131

Fax: 800-248-2259


Hours: Monday–Friday, 8 am–8 pm EST

Saturday, 10 am–6 pm EST

• Customer-initiated service questions, endorsement requests

• Billing questions (phone menu option #1)

• To report a claim (phone menu option #4) or call directly at 800-252-4670

Staffed with Licensed, Professional, Account Executives

Non-resident licenses in 50 states for Homeowners and 48 states for Auto

including the District of Columbia; excludes Massachusetts and South Carolina

Enrolled Agents


Fax: 800-248-2259




• Agent Initiated inquiries

• New business quotes

• Policy issuance

Important Contacts

aVP, CCC Department Manager: Jacqueline Vergne x2310 (New Enrollments)

CCC Marketing Specialist: Christina Miller x2366 (New Enrollments)

CCC Unit Manager: Suzanna Maliko x2342

Senior Supervisor: Lily Ritner x2323

Enrollment Coordinator: Nichol Cafone x 2393

E-mail address: [email protected]


CONTaCT INFORMaTION

11

Serving Your Business Through The Chubb Customer Center

TakE a CLOSER LOOk

Training and Education

To ensure our team of licensed insurance professionals is experienced, knowledgeable and able to assist

customers with both personal and regional issues, we provide:

• Commitment to ongoing training to develop our staff’s product knowledge, technical skills and telephone

communications

• Quality review and monitoring of phone calls and correspondence to ensure accuracy and product

knowledge

• Sales coaching and monitoring

• Aggressive account review and sales training

• Minimum of 40 hours annually of contract, product and sales-based skills training

Underwriting Responsiveness

To expedite underwriting responsiveness to our agents, the Chubb Customer Center works closely

with a variety of internal resources that include:

• 47 local branch offices throughout the U.S.

• 6 regional underwriting centers

• 227 dedicated, experienced underwriters who can provide risk management assessment and risk

management solutions

10

The Chubb Customer CenterMINIMUM COVERaGE RECOMMENDaTIONS

HOMEOWNERS

Recommended Limit CPL is $500,000 MinimumContents Replacement Cost – 50% of dwellingDeluxe/Standard Recommend Deluxe CoverageEarthquake Mention that it is availableDeductible Recommended deductible is $1000 – offer to quote at least one additional

VALUABLE ARTICLES

Itemized Versus Blanket Recommend Itemized Coverage

CONDOMINIUM/CO-OP/RENTERS

Contents Limit General minimum for primaries is $75,000additions/alterations Determine whether the customer has increased their insurable interest

above the 10% standard limit – if so, recommend additional coverageDeluxe/Standard Recommend Deluxe CoverageDeductible Recommended deductible is $1000 – offer to quote at least one additional

AUTOMOBILE

Recommended Limit Liability is $300,000 CSL, or $250,000/$500,000/$25,000 if availableUM/UIM is $300,000 CSL Minimum – equal to liability if availableMedical Payments – $10,000 if available

Physical Damage Recommend physical damage coverage if the vehicle is valued over $2,500 agreed Value Always recommend this coverageTowing Recommend if customer is not an auto club member (Non-Masterpiece states)Road Service Recommend if customer is not an auto club member (Auto Preference states)Loss of Use Recommend (Automatic in Masterpiece & Auto Preference states)Full Glass Recommend – if availableLease Gap Coverage Offer for Leased Vehicles (Auto Preference states only)Corporate Car Extension Recommend if Corporate Car in household (Auto Preference states only)PIP In many states PIP is mandatory – recommend additional PIP based on needTort/Threshold Explain all optionsDeductible Standard deductibles are $1000 for both comprehensive and collision;

$750 in New Jersey

EXCESS LIABILITY

Excess Limit Recommend coverage – use the assets of the customer as a general guideUM/UIM Recommend coverage – mention if availableUnderlying Requirements Check state specific Chubb Rate & Rule for minimum underlying coverage

requirements for each line of business.

YACHT

Yacht Liability is $500,000 CSLDeductible Recommended deductible is $500*

ADDITIONAL MARKETS

Flood American Bankers & WNC Flood Non-Standard Casualty

7

The Chubb Customer Center has worked hard to build a reputation for delivering superior service to the

customers of our agency partners, while offering sensible back-office solutions to staffing turnover and

expense management issues. By providing both sales and service support, we enable our agents to dedicate

more time to writing new accounts and growing their book of business.

By choosing to use the Chubb Customer Center to support your agency staff, you can create more time for

selling, help retain your best customers, increase your agency name recognition, and get the information you

need — fast!

How? Take a moment to review why many of our participating agents use the Chubb Customer Center for

their agency business needs.

SAVE TIME AND MONEY. We can help you to create more time and save money by providing your

customers with guidance at first contact from our team of licensed and highly trained insurance professionals.

Customers have access to our toll-free number and can make policy changes and secure insurance quotes,

Monday – Friday, 8 am to 8 pm and Saturdays from 10 am to 6 pm, EST.

CREATE MORE TIME FOR SELLING. By providing back-office service and sales support for your existing clients,

we can enable you to dedicate more time to writing new accounts while growing your book of business.

Connect with Your Customers. Our account executives establish a level of trust with your clients so that they are

as comfortable working with us as they are with a member of your staff. We regularly inquire about changes in

coverage or exposure. In addition, we randomly survey customers to solicit feedback on our performance, and

we consistently receive the highest marks.

RETAIN YOUR BEST CUSTOMERS. With a focus on ensuring adequate protection, our consultants make

coverage recommendations upon reviewing your customer’s exposures. This consultative approach helps to

generate revenue, improve retention, and protect your agency against possible E&O exposures. We will work with

you to target select customers to promote the various products they may need.

FOR MORE INFORMATION, CALL OR EMAIL

Jacqueline Vergne

AVP, CCC Manager

908-572-2310 or [email protected]

Running Out of Time?

BUSINESS SOLUTION FROM THE CHUBB CUSTOMER CENTER

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How important is it that the Chubb Customer Center – Provides accurate, timely policy issuance services?

Returns customer phones calls within 24 hours? Is committed to ongoing training and education to increase

their staff’s product knowledge?

Our participating agents say we continue to “exceed their expectations” in the “quality care and service”

provided to their customers through the Chubb Customer Center.

HOW DOES THE CHUBB CUSTOMER CENTER SATISFY THE “SERVICE EXPECTATIONS” OF OUR AGENTS

AND CUSTOMERS? TAKE A CLOSER LOOK!

Customer Services

When your customers call the Chubb Customer Center they have access to:

• A team of licensed professional with a high level of expertise on Chubb’s products and services

Monday – Friday 8 am to 8 pm and Saturdays from 10 am to 6 pm, EST

• Coverage consultation to meet individual insurance needs

• Masterpiece® quoting options over the phone

• Two-day delivery for home closing deadlines in most cases

• Can provide real-time third party interpreter services for over 175 languages. Customers who primarily

speak a language other than English do not have to wait for their own interpreter, or wait for a call back

due to the language barrier.

Service Standards

The Chubb Customer Center maintains a high level of service standards, and provides policy issuance services

that are unsurpassed in the industry. Here’s how:

• Customer calls returned same day or within 24 hours of initial contact

• 98% of all incoming calls answered within 15 seconds

• 90% of all new lines and 98% of all endorsements are issued within 1-7 days of receipt

• 93% customer retention

• 99% accuracy rate on policies issued


TakE a CLOSER LOOk

9


TakE a CLOSER LOOk

Training and Education

To ensure our team of licensed insurance professionals is experienced, knowledgeable and able to assist

customers with both personal and regional issues, we provide:

• Commitment to ongoing training to develop our staff’s product knowledge, technical skills and telephone

communications

• Quality review and monitoring of phone calls and correspondence to ensure accuracy and product

knowledge

• Sales coaching and monitoring

• Aggressive account review and sales training

• Minimum of 40 hours annually of contract, product and sales-based skills training

Underwriting Responsiveness

To expedite underwriting responsiveness to our agents, the Chubb Customer Center works closely

with a variety of internal resources that include:

• 47 local branch offices throughout the U.S.

• 6 regional underwriting centers

• 227 dedicated, experienced underwriters who can provide risk management assessment and risk

management solutions

10

The Chubb Customer CenterMINIMUM COVERaGE RECOMMENDaTIONS

HOMEOWNERS

Recommended Limit CPL is $500,000 MinimumContents Replacement Cost – 50% of dwellingDeluxe/Standard Recommend Deluxe CoverageEarthquake Mention that it is availableDeductible Recommended deductible is $1000 – offer to quote at least one additional

VALUABLE ARTICLES

Itemized Versus Blanket Recommend Itemized Coverage

CONDOMINIUM/CO-OP/RENTERS

Contents Limit General minimum for primaries is $75,000additions/alterations Determine whether the customer has increased their insurable interest

above the 10% standard limit – if so, recommend additional coverageDeluxe/Standard Recommend Deluxe CoverageDeductible Recommended deductible is $1000 – offer to quote at least one additional

AUTOMOBILE

Recommended Limit Liability is $300,000 CSL, or $250,000/$500,000/$25,000 if availableUM/UIM is $300,000 CSL Minimum – equal to liability if availableMedical Payments – $10,000 if available

Physical Damage Recommend physical damage coverage if the vehicle is valued over $2,500 agreed Value Always recommend this coverageTowing Recommend if customer is not an auto club member (Non-Masterpiece states)Road Service Recommend if customer is not an auto club member (Auto Preference states)Loss of Use Recommend (Automatic in Masterpiece & Auto Preference states)Full Glass Recommend – if availableLease Gap Coverage Offer for Leased Vehicles (Auto Preference states only)Corporate Car Extension Recommend if Corporate Car in household (Auto Preference states only)PIP In many states PIP is mandatory – recommend additional PIP based on needTort/Threshold Explain all optionsDeductible Standard deductibles are $1000 for both comprehensive and collision;

$750 in New Jersey

EXCESS LIABILITY

Excess Limit Recommend coverage – use the assets of the customer as a general guideUM/UIM Recommend coverage – mention if availableUnderlying Requirements Check state specific Chubb Rate & Rule for minimum underlying coverage

requirements for each line of business.

YACHT

Yacht Liability is $500,000 CSLDeductible Recommended deductible is $500*

ADDITIONAL MARKETS

Flood American Bankers & WNC Flood Non-Standard Casualty

7

Please Type/Print Information

Producer’s Name: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chubb Producer Number: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Business Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Business Telephone #: . . . . . . . . . . . . . . . . . . . . . . . . . . . Fax #: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

E-mail Address: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Principal: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Personal Lines Manager: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Personal Lines Representatives: Alpha Split:

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

CCC Minimum Coverage Recommendations Attached

Note: CCC uses the minimum coverage limits as a guideline. Higher limits are always encouraged when

appropriate.

Comments: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .



6

Enrolled Customers

CCC Service Unit Phone: 800-777-2131

Fax: 800-248-2259




• Customer-initiated service questions, endorsement requests

• Billing questions (phone menu option #1)

• To report a claim (phone menu option #4) or call directly at 800-252-4670

Staffed with Licensed, Professional, Account Executives

Non-resident licenses in 50 states for Homeowners and 48 states for Auto

including the District of Columbia; excludes Massachusetts and South Carolina

Enrolled Agents


Fax: 800-248-2259




• Agent Initiated inquiries

• New business quotes

• Policy issuance

Important Contacts

aVP, CCC Department Manager: Jacqueline Vergne x2310 (New Enrollments)

CCC Marketing Specialist: Christina Miller x2366 (New Enrollments)

CCC Unit Manager: Suzanna Maliko x2342

Senior Supervisor: Lily Ritner x2323

Enrollment Coordinator: Nichol Cafone x 2393

E-mail address: [email protected]


CONTaCT INFORMaTION

11


Fax: 800-248-2259


The Chubb Customer Center’s Agent Call Unit is staffed with licensed producers who will quote and

issue new accounts that we will service for your agency. Our Account Representatives are available

Monday to Friday 8 am to 8 pm and Saturday 10 am to 6 pm EST. Our procedures for placing new

business are as follows:

• Please contact your Chubb Underwriter to secure approval for risks when necessary.

• Please contact the Chubb Customer Center for all new line quotes, inquiries, and transactions for your

clients that are enrolled in the Chubb Customer Center. If you are interfaced with Chubb and wish to enter

the quote information from your agency, please enter both your producer code and the 999 sub-producer

code in the appropriate fields. PLEASE DO NOT ISSUE THE POLICY FROM YOUR AGENCY.

• After your customer has accepted the Chubb quote, please contact the Chubb Customer Center to have

the policy issued from our office to ensure that it has the correct sub-producer code. Per your instructions,

we will either mail the new policy to your office or directly to your customer.

• We will send our Welcome Letter with our contact information to your customer with the new policy, or,

30 days later.

• Please remind your newly enrolled customer to call the Chubb Customer Center at 800-777-2131 with any

coverage questions and policy transactions going forward. We will service your customers directly and

work with the Chubb Underwriters to address their coverage needs.


NEW BUSINESS PROCEDURES

12

IN WITNESS WHEREOF, the parties have caused this Service Addendum to be duly executed by theirauthorized representatives as of the date first set forth above.

CHUBB & SON, a division The ABC Agency Inc.of Federal Insurance Company

INSERT AGENCY

By: __________________________________ By: ______________________________________

Typed TypedName: Susan M Vella Name: ___________________________________

Title: Senior Vice Preaident Title: ___________________________________

Date: Date: ___________________________________


WITH: Producer Name


5

3. The following paragraph is added to the Section entitled Premium Collection, Commissions and Premium

Trust Accounts:

CCC Serviced Policies

CCC and Producer agree that all CCC Policies will be handled on a direct-billed basis and subject to the

Direct Bill provisions in this Agreement.to AGENT under the Agency Agreement with Chubb by the amount

specified in Section 3.1.

4. The following is added to the paragraph entitled Commissions under the section entitled Premium

Collection, Commissions and Premium Trust Accounts:

As compensation for the service provided by CCC, Producer agrees to a reduction in its commission as

specified in the Personal Lines Authority Addendum equal to 2% of gross written premium for all CCC

Policies.

5. The following is added to the Section entitled Responsibilities:

J. In the event of cancellation or nonrenewal of a CCC Policy, you shall assume sole responsibility for servicing

the CCC Policy and assisting the CCC Policyholder with the procurement of new coverage.

K. In the event that your relationship with a Subproducer is terminated, you must immediately inform CCC of

such termination.

6. The following is added to the Paragraph entitled After Termination under the Section entitled

Termination/After Termination:

F. Upon termination of the Producer Agreement, the parties shall mutually agree upon a reasonable period not

to exceed one hundred and eighty (180) days from the date of the termination notice to transition the servicing

provided by CCC to another provider.

7. The following is added to the Paragraph entitled Advertising/Marketing:

Any advertising, sales literature, marketing letter or other written or electronic communication prepared by a

Producer or Subproducer which refers to CCC shall first be approved by CCC in writing.


WITH: Producer Name


4 13

Named InsuredStreet Address CityState Zip

Date

Re; Policy Number:

Dear Named Insured:

Agency Name is pleased to announce an enhancement to the personal insurance services we offer exclusively for ourChubb customers. To simplify your ease of doing business with us, Agents Name has arranged with Chubb to serviceyour personal insurance needs through the Chubb Customer Center (CCC), located in Whitehouse Station, NJ.

The Chubb Customer Center (CCC) is staffed with fully licensed insurance professionals, who are available Monday throughFriday from 8:00 a.m. to 8:00 p.m. and on Saturdays from 10:00 a.m. to 6:00 p.m. Eastern Standard Time. Extended businesshours and additional staff allow the Chubb Customer Center to meet or exceed your service expectations. The CCC has theability to provide over the phone interpretation: they have the ability to translate in over 175 languages by three wayconversation

Agency Name is available to you for any questions; however, we encourage you to contact the Chubb CustomerCenter (CCC) at 1-800-777-2131 to discuss any of the following Chubb services or coverage needs:

• Chubb policy review• Chubb coverage inquiries• Chubb billing inquiries• Chubb policy change requests• Additional Coverage needs

Because insurance to value is so important, Chubb will perform a complimentary appraisal of your home. This will be done sothat your home is insured to 100% of Chubb’s estimated replacement cost, enabling you to retain the Extended ReplacementCost feature of your policy. You will be contacted shortly to arrange this inspection.

Chubb’s website, www.chubb.com/personal, allows you to pay your bills online, while giving you secure access to yourpolicy, bill and claim information. We encourage you to visit and enroll in Chubb Auto Payment under the "Pay My Bills"section. You can also arrange to receive your Chubb policy delivered by email. We encourage you to subscribe to Accent,Chubb’s monthly, on-line lifestyle magazine. You’ll find a link on the above noted website, or simply visitwww.accent.chubb.com.

Our arrangement with the Chubb Customer Center (CCC) represents our commitment to deliver the service expertise andexcellence that you have come to expect from Agency Name and Chubb. We appreciate your personal insurance businessand the faith you have placed in us.

With Thanks,

Agency Name





SaMPLE: Customer Welcome Letter

14

Martin Brady

1 Main Street

Whitehouse Station, NJ 08889

December 5, 2013

Dear Valued Customer:

We want to take a moment to thank you for entrusting us with your personal insurance through our relationship with

BrokerName. You have been conscientious in seeking superior insurance protection through Chubb, but you may still be exposed

to additional risks that you may not have anticipated.

Lifestyles change from year to year. Homes, automobiles and other possessions are purchased or sold, assets increase and new

drivers are licensed. All these changes influence insurance coverage. Your policies may not be affording the protection you think

you have.

A review of your current insurance program can help protect your personal assets by providing you with an analysis of your

exposures and policies before a loss occurs. As part of the review process, The Chubb Customer Center can assist you in making

sure your insurance program and coverages are up-to-date, so you can have peace of mind.

Reviewing coverage and policy limits may also uncover cost savings for you in the form of preferred rates, credits for protective

devices, multiple policy discounts or different deductibles.

We ask that you take a few moments to complete the enclosed Personal Insurance Review. Please note that this is a partial check-

list of items that could affect your personal insurance coverage and may change over time. We encourage you to call The Chubb

Customer Center today to speak with one of our licensed Account Executives to review your personal insurance program. If you

prefer to send back your completed questionnaire, please take a moment to update your current contact information so one of our

Account Executives can reach you.

Thank you for insuring through Chubb and BrokerName. We look forward to hearing from you.

Sincerely,

Jacqueline Vergne

Sales & Service Manager

Serving the valued customers of BrokerName





SaMPLE: Customer annual Review LetterThe Producer Agreement entered into between INSERT AGENCY (hereinafter "Producer") and Chubb & Son, a

division of Federal Insurance Company (hereinafter "Chubb") on MM/DD/YY (hereinafter the "Producer

Agreement") is hereby amended as follows:

1. The following terms are added to the Section entitled Definitions:

CCC means the Chubb Customer Center, which performs agency servicing functions for Chubb enrolled

producers

CCC Policy means a policy produced by the Producer which is serviced by CCC in accordance with the

terms of this Agreement.

CCC Policyholder means an insured with a CCC Policy.

Subproducer means a properly licensed insurance producer (agent or broker) who you identify to Company as

the authorized representative of the insured and who submits applications to you on behalf of a CCC

Policyholder.

2. The following new Section is added to the Agreement:

Chubb Customer Center's Authority and Responsibilities

Producer grants CCC authority to service CCC Policies. The services provided may include, but are not

limited to, handling policy issuance, policy renewals, policy changes, return premiums, cancellation requests,

direct billing inquiries, reported claims and such other similar services as are typically furnished by Producer.

Such authority shall not include the procurement of new coverage in the event a CCC Policy is cancelled or

nonrenewed (or no longer eligible for coverage with a member insurer of the Chubb Group of Insurance

Companies).

In order to facilitate CCC's provision of services, Producer grants CCC authority to communicate directly with

CCC Policyholders. Producer further agrees that its employees will encourage communication between CCC

and CCC Policyholders.


WITH: Producer Name


3

Step 1 ~ Review Enrollment Forms

To begin the enrollment process, the Chubb Customer Center will provide you with the following enrollment forms

for review and completion:


• We can provide a CUSTOMER listing for selection and enrollment into the Chubb Customer Center

• SAMPLE customer welcome letter for your review and approval

Step 2 ~ Complete and Submit Enrollment Forms

The following forms must be completed, signed and returned to the Chubb Customer Center to ensure

successful enrollment:

• CHUBB CUSTOMER CENTER SERVICE AGREEMENT (retain one copy for your records)


• APPROVED list of customers for CCC enrollment

• Please INCLUDE your representative’s name, title and signature* for the customer welcome letter, if desired.

*NOTE: Your signature should be in black ink scanned to us electronically, which we will scan onto the

customer welcome letter.

Step 3 ~ Confirmation of Enrollment

Upon receipt of your completed, signed enrollment forms, the Chubb Customer Center will send

you an e-mail confirming enrollment and provide the following:

• ELECTRONIC file containing your agency enrolled customers

NOTE: Our service fee will be applied to the policy commission, effective the renewal date

• SAMPLE of our customer welcome letter for your final review and approval

Step 4 ~ Customer Communication and Notification

Upon enrollment, we will notify your CCC enrolled customers about the Chubb Customer Center

and will provide them with the following:

• CUSTOMER welcome letter from the Chubb Customer Center, signed by a member of your agency

• IMMEDIATE access to our staff of professional, licensed Chubb Customer Center employees



2 15

Martin Brady

1 Main Street Primary Phone Number: (908) 777-2131

Whitehouse Station, NJ 08889 Primary Email Address: [email protected]

To make changes to your Chubb policy, please contact the Chubb Customer Center at 1-800-777-2131.

Updated Contact Information (If Applicable):

Address: .......................................................................................................... Phone: ............................................................................

......................................................................................................................... Email: ............................................................................

Property/Homeowners

1. Have you made any major renovations to your home or others structures on your property? o Yes o No

2. Have you purchased a secondary residence or vacation home? o Yes o No

3. Have the occupants in your household changed? o Yes o No

4. Have you installed a fire or burglar alarm system or any other protective devices? o Yes o No

5. Have you sold or gifted any major items in the past year? o Yes o No

6. Have you acquired any valuables, including: jewelry, furs, fine art, silverware, antiques or collectibles? o Yes o No

7. Is Flood coverage* required or a concern near your home? o Yes o No

* Your Homeowner policy does not cover you for loss resulting from flood. If your property is located in a flood zone, flood

coverage is required. To ensure you have the appropriate coverage needed to protect your home and property in the event of a flood,

please call the Chubb Customer Center today.

Automobile

1. Have you purchased, leased or sold any vehicles in the past year? o Yes o No

2. Have any household members become newly licensed in the past year? o Yes o No

3. Are there drivers listed on your policy, who no longer reside in your household? o Yes o No

4. Are there drivers in the household not listed on your policy? o Yes o No

5. Do you have vehicles garaged at a location other than your primary residence? o Yes o No

6. Do you or other members of your household drive a company car? o Yes o No

7. Do you or other members of your household own a collector car? o Yes o No

If you answered YES to question #2, #3 OR #4, please list the driver information below:

Driver name Driver license # Driver name Driver license #

1. ....................................................................................................3. .....................................................................................................

2. ....................................................................................................4. .....................................................................................................

Miscellaneous

1. Have you purchased any of the following items: Motorcycles, jet-skis, snowmobiles, campers,

golf carts, boats? o Yes o No

2. Do you employ any permanent live-in domestic help or part-time help such as housekeepers, child

care workers, groundskeepers? o Yes o No

3. Do you or any members of your household operate an in-home business? o Yes o No

4. Are your total assets higher than your current personal liability limit? o Yes o No

Lookup Code




SaMPLE: Personal Insurance Review


Table of Contents

1. CCC Enrollment Overview

Producer Enrollment Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Addendum to Producer Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Minimum Coverage Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2. CCC Post Enrollment Overview

Business Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Service Offerings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

New Business Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3. CCC Sample Documents

Sample: Customer Welcome Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Sample: Customer Annual Review Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Sample: Customer Personal Insurance Review . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15




Producer Enrollment Process

Chubb Group of Insurance CompaniesP.O. Box 1615

Warren, New Jersey 07059

www.chubb.com/ccc

Form 31-01-0011 (Rev. 4/15)

The Chubb Customer · PDF fileThe Chubb Customer Center ˜74*:)+7 374112+39 ˜74)+88...

Documents

Transcript of The Chubb Customer · PDF fileThe Chubb Customer Center ˜74*:)+7 374112+39 ˜74)+88...