Customer Care Center Renewal Coverage Review Program

CCC Renewal Coverage Review Retention Program Customer Contact Strategy Communications are sent to customers* at the time of renewal to proactively offer an insurance review. Customers are asked to call The CCC Travelers Coverage Review Specialist team and the review is conducted on behalf of CCC agents. New Customers with email address Postcard without email address Receipt of Renewal Dec Package Tenured Customers (1 year or longer) with email address Letter Postcard without email address * A sophisticated analytics model is used to identify which customers will receive treatment. Customers in the state of North Carolina are currently ineligible to receive the offer.

Email 1: Tenured Auto Customer From: Travelers Insurance Subject Line: A notice about your auto policy renewal Email 1: Tenured Home Customer From: Travelers Insurance Subject Line: A notice about your home policy renewal Email 2 and 3: Tenured Customers From: Travelers Insurance Email 2: It's time for your insurance review Email 3: Final reminder for an insurance review Email Samples When enrolled, content may be accessed in Order History of the Travelers contactPlus website.

Direct Mail Samples Mail 1: Tenured Auto Customer Mail 1: Tenured Home Customer Mail 2: Tenured Customer When enrolled, content may be accessed in Order History of the Travelers contactPlus website.

Additional direct mail options available contactPlus Retention Program Contact Strategy Monthly Retention Emails Complement Pre-Renewal Coverage Review Intro Coverage Video MyTravelers Survey Claim Thank You WELCOME Umbrella Video Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Pre-Renewal Month 12 Month 13 Program Launch Coverage Review Without email address Postcard New Customers Exclusive CCC benefits Travelers conducts coverage review on your behalf Built-in best practices Modeled customer segmentation Versions for auto vs. home policies Pre-renewal schedule Volume management – Weekly production Responder suppression Receipt of renewal dec package Letter Without email address Postcard With email address Tenured Customers Additional direct mail options available