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

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

3. 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

4. Information classification – edit in master 4 Most Admired Professions 1. Firefighter62% 2. Scientist57% 3. Doctor56% 4. Nurse54% 5. Military Officer51% 6. Teacher51% 23. Real Estate Broker 5% Favorability Rating

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

6. 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

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

8. 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

9. 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

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

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

12. 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

13. 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

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

15. 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.

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

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

18. 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.