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Personal CSR Home
and Specialty Lines
Workshop
Welcome to Class!
The materials herein are for training purposes only. Nothing stated herein creates a contract. All statements made
are subject to the provisions, exclusions, conditions and limitations of the applicable insurance policy. If the
information in this training conflicts with the policy language that it describes, the policy language prevails.
The audience for this information includes insurance agents and brokers nationwide and is therefore general in
nature. Every agent and broker is responsible for knowing the guidelines and laws that govern rating, underwriting
and claims handling in their states.
Although there are important legal distinctions between agents and brokers, for readability purposes, this
information may use “agent” to refer to both. While Safeco’s relationships with brokers and agents differ, including
the fact that brokers do not have binding authority, agents and brokers may be exposed to similar tools and
resources.
Unless otherwise noted, the example companies, organizations, products, domain names, e-mail addresses,
logos, people, places and events depicted herein are fictitious, and no association with any real company,
organization, product, domain name, e-mail address, logo, person, place or event is intended or should be
inferred.
© 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.
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.
© 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.
2
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.
© 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.
3
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.
© 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.
4
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!
© 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.
5
Agenda
Introduction
Home Insurance
Landlord Protection Policy Insurance
Watercraft Insurance
Recreational Vehicle /Off-Road Vehicle Insurance
Safeco Billing
Customer Interactions
Jeopardy Game
Resources
© 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.
6
Agenda
Introduction
• Home Insurance
• Landlord Protection Policy Insurance
• Watercraft Insurance
• Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
• Customer Interactions
• Jeopardy Game
• Resources
© 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.
7
Introduction
This workshop helps you
satisfy customer questions
about the Safeco personal
lines insurance:
– Home
– Landlord Protection
Policy
– Watercraft
– Recreational Vehicle/
Off-Road Vehicle
© 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.
8
Activity: Ice Breaker
Interview your partner and share with the class
three things you learned.
© 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.
9
What’s In It for Me?
What do you expect to learn from today’s workshop?
Why is it important to you?
© 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.
10
Agenda
• Introduction
Home Insurance
• Landlord Protection Policy Insurance
• Watercraft Insurance
• Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
• Customer Interactions
• Jeopardy Game
• Resources
© 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.
11
GFX: Replace with Home Policy
Home Policy Defined
Terms
Definitions
© 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.
12
The Safeco Home Product
Safeco offers products for:
– Owner-occupied homes.
– Owner-occupied condominiums.
– Renters
© 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.
13
Homeowners Products
Quality Plus
– Homeowners
– Condominium
– Safeco Optimum
Package
Enhanced Protection
endorsement
– Homeowners
– Condominium
Renters
© 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.
14
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.
© 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.
15
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.
© 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.
16
Why ITV?
Can help Safeco get an adequate
rate for the risk.
Reduces agent exposure to errors
and omissions liability.
© 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.
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.
© 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.
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.
© 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.
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
Optimum Package Homeowners
(OPH) and Optimum Package
Condominium (OPC)
Extended Dwelling
Coverage
EDC
Extended Dwelling Coverage
© 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.
20
Big 6 for Homeowners, cont’d.
Big 6
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
© 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.
21
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.
© 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.
22
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
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.
NOT DISCLOSE!
This document
contains
tradeconfidential.
secrets of Safeco.
©
2008 Safeco Insurance
Company
of America.
All rights
reserved. ThisDO
information
contains proprietary
Safeco trade
secretsproprietary
and is therefore
Do not copy or disclose without prior permission from Safeco.
23
Ineligibility Criteria
Ineligibilities include:
– EIFS for dwellings over $600k
Coverage A
– Farms
– Historical registry
– Under construction
© 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.
24
Insurance to Value
The Safeco Replacement Cost
Guide provides a minimum
estimated value.
The client selects the adequate
coverage to reproduce their
dwelling.
© 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.
25
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
© 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.
26
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
© 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.
27
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
© 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.
28
Product Strategy
Market Tiers
Automated process
Priced based on risk
The rating variables consist of risk and personal characteristics
© 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.
29
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
Financial responsibility
Data quality is the key to appropriate tier placement!
© 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.
30
The Safeco Automated Underwriting Model
Home versus auto:
How do they differ?
Additional considerations
for property require underwriter
review to determine overall risk
acceptability. Therefore getting a quote
does not guarantee it can be issued.
© 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.
31
Cross-sell/Up-sell Opportunities Need to complete bullets
Home Scenarios:
– Xxxx
– Xxxx
– Xxxx
– xxxx
© 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.
32
Cross-sell/Up-sell Opportunities
Scenario 1: xxxx
– Xxxx
– xxxx
What do you suggest?
© 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.
33
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
34
Cross-sell/Up-sell Opportunities
Scenario 2: xxxx
– Xxxx
– xxxx
What are your next steps?
© 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.
35
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxx
© 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.
36
Cross-sell/Up-sell Opportunities
Scenario 3: xxxx
– xxxx
– xxxx
– xxxx
What are your next steps?
© 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.
37
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxx
– xxx
© 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.
38
Cross-sell/Up-sell Opportunities
Scenario 4: xxxx
– xxxx
– xxxx
What are your next steps?
© 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.
39
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxx
© 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.
40
Online Tools
Product Guide
Policy Inquiry
Policy Forms Viewer
Policy Change Tool
Billing Payment
Services
© 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.
41
Quote and Issue a Home Policy
Follow these steps:
1. Identify the system used to quote home
policies.
2. Enter a quote.
3. Convert a quote to a policy.
4. Complete the billing information.
Remember, the customer is ultimately
responsible for determining the amount of
coverage.
© 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.
42
Resources for Home Information
Safeco Now®
Personal
– Homeowners
– Most Popular
Support
© 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.
43
Resources for Home Information, cont’d.
Support &
Training
– Home
– Safeco True
Pricing for
Home
© 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.
44
Quote New Business and Get Help
Safeco Now®
– Quote & Issue
– Application (fax)
– Product guide
Additional Resources
– Agent quick reference
– Agent support e-mail and
phone
© 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.
45
Quote & Issue
New business only
Start with a home
quote or policy
Complete in less than
a minute!
© 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.
46
The Policy Change Tool for Updates
Safeco Now® under
Homeowners, Write &
Services Policies
– Product guide
© 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.
47
Additional Resources
Safeco Now
– Agent quick
references
– Agent support e-mail
and phone
– Marketing Toolkit
World Wide Web
– Safeco.com
– Insurance information
– Competitors’ sites
© 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.
48
Safeco Now
Product guide
Tools
Quick reference
materials
Training
© 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.
49
Life of a New Business Home Policy
What steps do you perform when a client wants a
quote for a home policy?
© 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.
50
Life of a New Business Home Policy, cont’d.
Recommended Steps
1. What type of home does the client want to insure?
2. Is the home eligible? Check the Safeco Product Guide.
3. If eligible, who will be living in the home?
4. Is the client a risk? Check the:
– Safeco Product Guide
– Safeco insurance score
5. What’s the cost? Use Quote & Issue to issue the quote.
6. If the client accepts the quote, send the declarations, policy
contract, billing statement, and ID cards.
© 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.
51
Home Insurance - Summary
What key points did you learn about home insurance?
© 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.
52
Agenda
• Introduction
• Home Insurance
Landlord Protection Policy Insurance
• Watercraft Insurance
• Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
• Customer Interactions
• Jeopardy Game
• Resources
© 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.
53
Homeowners Versus Dwelling Fire
Homeowners
Dwelling Fire
100 % replacement
cost based on
completed cost
guide
Form dependent - 100 %
replacement cost or actual cash
value based on completed cost guide
Occupancy
Owner occupied
Tenant occupied
Use
Private residence
Private residence
Maximum # of
Family Units
4
4
Course of
Construction
No
No
Dwelling
Coverage
Cash Value vs. Replacement Cost
© 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.
54
Homeowners Versus Dwelling Fire, cont’d.
Condominium
Coverage
Homeowners
Dwelling Fire
Resident owner:
condominium form
Condominium form
Tenant: renters form
Coverage for
Personal Property
in Rental Dwelling
Tenant’s property under
Coverage C is optional
a renters form
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
© 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.
55
The Safeco Dwelling Fire Coverage Policies - Types
Continuous Dwelling Fire (CDF) - going away
Landlord Protection Policy (LPP) - new
© 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.
56
CDF Versus LPP
Eligibility
CDF
LPP
Dwelling and premise that
are well maintained with no
unusual exposures is
assumed but not specified
Dwelling and premise that are
well maintained with no unusual
exposures
No dwellings in course of
construction
No trailers or mobile homes
No dwellings in course of
construction
No trailers or mobile homes
Price based on risk
Pricing
Price based on territory and
year built
Segmentation – up to 11 pricing
tiers – state dependant
© 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.
57
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
Actual cash value Actual cash value
N/A
Not automatically
included
Automatically
included
Automatically included
May not be
eliminated
May not be eliminated
Vandalism
and
mischief
May be
purchased
separately
© 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.
58
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
© 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.
59
Landlord Protection Policy: Coverage B – Other Structures
Structure
Limits
Perils
Forms (1) and (2) /
Basic and Broad
Form (8) /Condominium
On actual cash value basis up to
10% of Coverage A
NA
May not be decreased or eliminated
Increased may be purchased
Same as Coverage A
© 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.
60
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
© 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.
61
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
© 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.
62
Landlord Protection Policy: Coverage D – Loss of Rent, Rental Value
Forms (1) and (2)/Basic
and Broad
Coverage
basis
Automatically covered up to 10 percent of
Coverage A
Loss of rent or rental value are determined
by tenant occupancy
Form (8) /
Condominium
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
© 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.
63
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
© 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.
64
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.
© 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.
65
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.
© 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.
66
Actual Cash Value Versus Replacement Cost
Actual cash value
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
© 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.
67
Group Activity – Account Review
© 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.
68
Reference Resources
Safeco Now
Dwelling Fire Product Guide
(by state)
Policy Forms Viewer
Agent Quick Reference
documents
© 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.
69
Quote and Issue a Landlord Protection Policy
Follow these steps:
1. Identify the system used to quote
landlord protection policies.
2. Enter a quote.
3. Convert a quote to a policy.
4. Complete the billing information.
© 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.
70
Land Protection Policy Insurance - Summary
What key points did you learn about land protection policy
insurance?
© 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.
71
Agenda
• Introduction
• Home Insurance
• Landlord Protection Policy Insurance
Watercraft Insurance
• Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
• Customer Interactions
• Jeopardy Game
• Resources
© 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.
72
Watercraft Policy Defined
Terms
Definitions
© 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.
73
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)
© 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.
74
Watercraft Coverages
Liability
Physical damage
– Personal effects
– Emergency
assistance
– Tender
Optional coverages
– Uninsured /
underinsured
– Medical
payments
© 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.
75
Watercraft Coverage Options
Liability coverages
Physical damage coverages
Optional coverages
Available discounts
© 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.
76
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
© 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.
77
Watercraft Eligibility Requirements, cont’d.
Driver Eligibility
– Eligible for coverage
– Special categories
– Ineligible for coverage
– Driving record
© 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.
78
Watercraft Eligibility Requirements, cont’d.
Safeco Watercraft Product Guide
– Available content
State-specific Product Guide
– Key eligibility requirements
© 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.
79
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
© 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.
80
Eligible for Safeco Watercraft?
Andrea – New slide
added
Bob
Terryspends
is
proud
ofspend
the
18Chris
Tony
Aaron
and
and
has
Karen’s
Ruth
a every
26-foot
50-foot
lots
Susan
takes
her
20-foot
moment
foot
boat
he
he
can
designed
sailing
and
of
yacht
fishing
time
isboat
on
their
the
with
pride
river
an
and
in their
air-propelled
boat
out
across
built ingathering
his
the
garage
lake in
his
from
1417-foot
joy.
inboard-outboard
outboard
boat.
motor.
when
crawfish.
foot
old car
daysailer.
parts.
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.
NOT DISCLOSE!
This document
contains
tradeconfidential.
secrets of Safeco.
©
2008 Safeco Insurance
Company
of America.
All rights
reserved. ThisDO
information
contains proprietary
Safeco trade
secretsproprietary
and is therefore
Do not copy or disclose without prior permission from Safeco.
81
Cross-sell/Up-Sell Opportunities
Watercraft Scenarios:
– Policy Inquiry
– Coverage Amount
– Add Additional
Name Insured
– Watercraft
Coverage
© 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.
82
Cross-sell/Up-Sell Opportunities
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?
© 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.
83
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
84
Cross-sell/Up-Sell Opportunities
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?
© 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.
85
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
86
Cross-sell/Up-Sell Opportunities
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?
© 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.
87
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
88
Cross-sell/Up-Sell Opportunities
Scenario 4: Watercraft Coverage
– Inflatable motorized
raft
– Kayak
How do I cover my raft and
kayak?
What are your next steps?
© 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.
89
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
90
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?”
© 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.
91
Safeco Compared to the Competition
Agreed value
Coverages
Territory
Rates
– Small to
moderate
power boats
– Small motor
yachts
© 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.
92
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
© 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.
93
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
© 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.
94
Online Tools
Quote & Issue
–
Watercraft New Business
© 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.
95
Quote and Issue a Watercraft Policy
Follow these steps:
1. Identify the system used to quote
watercraft policies.
2. Enter a quote.
3. Convert a quote to a policy.
4. Complete the billing information.
© 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.
96
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
© 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.
97
Quoting Tips
Start Quote
© 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.
98
Watercraft Insurance - Summary
What key points did you learn about watercraft insurance?
© 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.
99
Agenda
• Introduction
• Home Insurance
• Landlord Protection Policy Insurance
• Watercraft Insurance
Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
• Customer Interactions
• Jeopardy Game
• Resources
© 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.
100
Recreational Vehicle and Off-Road Vehicle Policies Defined
Terms
Definitions
© 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.
101
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
© 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.
102
RV Coverages, Endorsements, and Limits
Coverages
Endorsements
Limits
© 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.
103
Discounts and Verifications
State-mandated and anti-theft discounts are available for certain
vehicle types.
© 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.
104
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.
© 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.
105
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. vehicleowning households now owns a
motor home, trailer or camper.
* Source: RVIA Industry Profile for 2005 & U.S. Census 2000
© 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.
106
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)
© 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.
107
Resources for RV Information
Safeco Now®
Support & Training
Personal Insurance
– Rec Vehicles
Support
– Quote & Issue
Support
© 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.
108
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.
*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.
© 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.
109
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.
© 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.
110
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.
© 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.
111
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.
Golf mobiles part of the motorcycle program
become ineligible for the ORV program.
© 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.
112
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)
© 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.
113
Off-Road Driver Eligibility
At least 14 years old
Good driving record if 16
years old
© 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.
114
How to Prepare an RV or ORV Quote
Follow these steps:
1. Identify key benefits of Quote & Issue for RV or ORV
2. Access Quote & Issue
3. Answer RV or ORV-specific questions on the riders
screen
4. Enter year, make and model
5. Identify vehicle without a listed model
6. Activate and complete the custom parts and
equipment screen
© 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.
115
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
© 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.
116
Resources for ORV Information
Safeco Now®
Support & Training
Personal Insurance
– Off-Road
Support
– Quote & Issue
Support
© 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.
117
Cross-sell/Up-sell Opportunities
RV Scenarios:
– Add co-titled RV
– Add pickup to
use for
community
events
– Add trailer with
company logo
– Add trailer
equipped with full
kitchen
© 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.
118
Cross-sell/Up-sell Opportunities
Scenario 1: Add Co-titled
RV
– 2003 motorhome
– Two families share using
the motorhome
What do you suggest?
© 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.
119
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxxxxx
© 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.
120
Cross-sell/Up-sell Opportunities
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?
© 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.
121
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxxxx
© 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.
122
Cross-sell/Up-sell Opportunities
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?
© 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.
123
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxx
– xxx
© 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.
124
Cross-sell/Up-sell Opportunities
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?
© 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.
125
Cross-sell/Up-sell Opportunities
Recommendation:
– xxxx
© 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.
126
Recreational Vehicle/Off-Road Insurance – Summary
What key points did you learn about recreational vehicle and off-road
vehicle insurance?
© 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.
127
Agenda
• Introduction
• Home Insurance
• Landlord Protection Policy Insurance
• Watercraft Insurance
• Recreational Vehicle /Off-Road Vehicle Insurance
• Safeco Billing
Customer Interactions
• Jeopardy Game
• Resources
© 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.
128
Activity: CSR/Client Role Play
Sample Customer Scenarios
© 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.
129
CSR/Client Role Play – Summary
What key points did you learn from this role-play activity?
© 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.
130
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
© 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.
131
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
© 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.
132
When is Safeco a Good Fit?
Visit SafecoNow®
(www.SafecoNow.com)
for information on Safeco
products and services.
© 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.
133
Q & A and Wrap-up
Are there any questions about what we covered today?
© 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.
134
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.
© 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.
135
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.
© 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.
136
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
© 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.
137
Recommended Web Sites
The Disney Institute: http://www.disneyinstitute.com/index.cfm
The Institute of Customer Service:
http://www.instituteofcustomerservice.com/
Customer Service Help: http://customerservicezone.com/
© 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.
138
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
© 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.
139
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.
140
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).
© 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.
141
Thank You for Attending
We hope you’ve enjoyed your Seattle workshop experience!
© 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.
142