C I T I Z E N S I N S U R A N C E | P e r s o n a l L i n e s

PlatinumServices

agent material

An enhanced way of doing business for you and your customers.

Citizens has elevated our commitment to helping Independent Agents like you succeed

by combining services and products you and your customers will love. With Platinum Services,

we provide your customers with a great service experience and options to help save you

money, increase your earnings and sell your agency’s value.

Take a look and then let’s get started.

The Platinum Experience Services

TAP/POS EnHAnCEmEnTS

Improved POS system will offer greater ease of doing business and more intuitive navigation designed to guide CSRs step-by- step through quoting and issuing a Platinum policy.

AgEnCy SuPPOrT TEAm

Your AST members are here to guide you through the implementation of our new Platinum offering. They’ll provide fast, reliable support to your agency with expertise and insight to support your agency’s success.

PlATInum ClAImS SErvICE

Platinum customers have dedicated claims phone number.

myCITIZEnSPOlICy

It’s a digital world — customers want online tools that make life easier. Our portal puts your customers in control of simple transactions when it’s convenient for them. Make payments, view policy information or submit and monitor claims, 24/7!

my COvErAgE PrOfIlE

Builds an insurance profile online. Prompts potential customers to think about coverages they may need, giving you the chance to suggest new coverage protections.

uPdATEd BIllIng SySTEm

One account and one bill. Customers can read, review and pay all policies at once with new, flexible payment options.

nEw COvErAgE SummAry

A coverage summary has been designed to be easily read and understood by customers; bundling policies together and showing the value of Citizens Platinum Protection.

PlATInum OnlInE TOOlS

Online tools customers will love, like helpful tips and reminders for their homes and autos, and a home inventory app that simplifies the process of recording valuables.

Platinum Services

Citizens Insurance is committed to providing

innovative products and services for you and your

customers. Flex Solutions helped to boost your

sales and services with enhancements in the billing

system, quoting and sales, underwriting, market

consolidation and more! Now Citizens is taking

it one step higher with The Platinum Experience.

With Platinum Services, we provide you and your

customers with world-class Platinum Claims service,

24/7 online self-service tools, new output enhance-

ments and more, creating The Platinum Experience.

Citizens Platinum customers will get a unique insurance

experience designed to be simple and provide peace of mind. The special features available to Citizens Platinum customers further separates us from the competition and makes us the insurer of choice for account customers who value the advice of an Independent Agent.

redesigned POS Screens

myCitizensPolicy

updated Bill

Coverage Summary Sheet

New!

OFFERING DETAILS BENEFITS

TAP/POS Enhancements

• Redesigned POS screens — New ability to search by customer number

• Platinum Quote/Issue Path — Easy to follow process to quote or upgrade customers to Platinum

• Billing Inquiry Screens on TAP — Will support Platinum policies

• Routine Billing Changes — Can be made in the office at any time

You get to spend less time quoting and more time focused on your customers’ needs.

Agency Support Team

• Dedicated Citizens Team — Assist in the success and growth of your agency as Citizens introduces The Platinum Experience

Your agency will experience lower costs and higher revenue all while focusing on your customers and their needs.

Platinum Claims Service

• Platinum Claims Phone Number — with Platinum specific messaging

• Lifetime Warranty Guarantee — for repairs made by a Citizens claims repair shop

• Minimal Use of Independent Appraisers and adjusters whenever possible

Customers are more satisfied with their claims experience and your agency’s retention rates increase.

MyCitizensPolicy • Personalized Account Profile — View all your policy information in one place and link to your other policies

• View and Pay Bills Online — Make a single payment, sign up for EFT or schedule monthly payments all online. View or print up to 24 months of billing history and change your EFT information at any time.

• File and Track a Claim — On both auto and property claims filing, your policy information automatically populates

• Print/Order ID Cards — Print or order replacement ID cards

• Helpful FAQs and links to contact us

You spend less time on the phone discussing daily transactions with your customers and more time selling products and focusing on value based conversations.

My Coverage Profile

• Insurance Profile — Prospective customers build an interactive profile based on their current insurance needs. The program then prompts them to think about coverages that they may not have considered before, enabling them to have a conversation with their agent about their needs.

This is a great lead generation tool that provides customers options of additional coverages that could benefit them, increasing your sales.

Updated Billing System

• Account Level Billing — All bills and EFT policies billed as one account

• Payment Plan Offerings — Customers can select different installment plans for each policy and still be eligible to receive only one bill

• EFT — Customers can select EFT without you having to cancel/rewrite the policy

Customers will find all of their policy information in one place and be able to pay their bills at any time of day.

New, Improved Look of PolicyDocuments

• Coverage Summary — New, high level summary of Citizens policies for the customer with key coverage savings and bill plans

• ID and Claims Cards — Are easily found in the new business packet

• Cobranded Materials — Policy documents include your agency’s information along with Citizens

Customers can understand their coverages and easily access all of their information; which leads to higher customer satisfaction.

Platinum Exclusive Online Tools

• The Vehicle Maintenance Tool — Helps your customers manage their vehicles. Features include recall notices, service reminders, repair history, online diagnostics, and more.

• The Home Maintenance Tool — Helps your customers manage their home. Features include maintenance reminders, weather alerts, document storage, and more.

• The Home Inventory Management Tool — Helps your customers keep track of what they have in their home, so in the event of a loss they have accurate records. There’s even a mobile app that lets customers take pictures and enter information as they walk around their home!

These tools provide helpful information and tips for your customers, making claims processing easier and increasing customer satisfaction.

Services Deep Dive

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Why Citizens?

Citizens Insurance is a leading property and casualty insurance company dedicated to achieving world-class performance. Our commitment is to deliver the products, services, and technology offered by the best national companies with the responsiveness, market focus, and local decision making of the best regional companies. This powerful combination has been a proven success since our founding in 1915, and all insurance company subsidiaries are rated “A” (Excellent) by A. M. Best Company.

112-3392MI (7/13)LC 12-402

h a n o v e r . c o m / p e r s o n a l i n s u r a n c eThe Agency Place (TAP) — https://tap.hanover.com

All products are underwritten by The Hanover Insurance Company or one of its insurance company subsidiaries or affiliates (“The Hanover”). Coverage may not be available in all jurisdictions and is subject to the company underwriting guidelines and the issued policy. This material is provided for informational purposes only and does not provide any coverage. For more information about The Hanover visit our website at www.hanover.com.

The Hanover Insurance Group with Eagle icon is a registered trademark of The Hanover Insurance Group, Inc.

The Hanover Insurance Company 440 Lincoln Street, Worcester, MA 01653

Citizens Insurance Company of America 645 West Grand River Avenue, Howell, MI 48843