Claims Service Excellence and Industry Reputation Management

1. Claims Service Excellence and Industry Reputation Management PCS Conference, May 3, 2010 Ken Rosen Senior Vice President, Claims USAA Insurance Group

2. Yourresponse determines your reputation. When Disaster Strikes • Fulfill the promise • Provide excellent service • Remember every loss is a “catastrophe” • Be prepared for heightened media attention Information classification – edit in master

3. How Does Our Industry Compare? Food and Beverage Industry Charities & Non-Profits Federal Government Insurance Industry Oil & Gas Industry Information classification – edit in master

4. Most Admired Professions Favorability Rating • Firefighter 62% • Scientist 57% • Doctor 56% • Nurse 54% • Military Officer 51% • Teacher 51% 23. Real Estate Broker 5% Information classification – edit in master

5. Attracting Talent: Opportunities • Reputation challenges • Awareness issue • Limited pool of trained talent Information classification – edit in master

6. Improving the Talent Situation • Stability and social relevance • Industry must work together to: • Improve our reputation • Promote opportunities • Press for training and education Information classification – edit in master

7. Innovation Workplace Governance Citizenship Leadership Performance Products/Services What Do Our Customers Want? • High quality products and services • Ethical behavior • Social and environmental citizenship Information classification – edit in master

8. Keeping the Promise • Our promise is our brand • Claims fulfills the promise • Reinforce…or destroy “A good reputation results when a company keeps its commitments to stakeholders. The benefit to the company is trust, engagement, and advocacy from these stakeholders.” Dr. Charles Fombrun Information classification – edit in master

9. Satisfaction Drives Retention • Claim satisfaction drives overall satisfaction • Auto wins over property • Retention is directly related to service • Opportunities abound to manage our brand Information classification – edit in master

10. What Claims Service Can Do Information classification – edit in master

11. Empathy • Understand the emotions • Make a human connection • See yourself through your customers’ eyes • Turn skeptics into advocates Information classification – edit in master

12. Value in Customer Advocacy • Advocate FOR your customer • Customers do talk to other people • Social media spreads comments rapidly • Advocate for them & they’ll advocate for you Information classification – edit in master

13. Building Industry Reputation…Carrier by Carrier • People trust companies, not the industry • Go above! Follow up and follow through. • Admit and correct mistakes • Recover, recover, recover Information classification – edit in master

14. Proactive Loss Mitigation • Technology • Online tools and content • Social media • Face to Face Information classification – edit in master

15. Educating Customers About Coverage • 27% believe Homeowner’s policy covers flood • 17% of Americans carry Flood coverage • 90% of U.S. disasters include flooding Coverage misunderstandings breed a lack of trust and faith in the insurance industry. Information classification – edit in master

16. Loss Response • Deployment • Outbound calling • Channel of choice Information classification – edit in master

17. Catastrophes – Our Defining Moment Information classification – edit in master

18. Our Call to Action • Be there at the customer’s time of need • Provide exemplary service • Transform customers’ perceptions Each one of us can make a difference… one customer at a time. Information classification – edit in master