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Claims Survey System Utilizing psychographic research that we have done over the past 20 years, we are able to interpret the buying behavior of your top clients. We target the clients of your choice by having them participate in answering a psychographic-based survey. The results predict future client behavior. New Client Surveys We have developed a survey for New Clients to give the Agencies we work with an additional competitive advantage by asking the new clients for their precise preferences around communication, delivery, processing, etc. at the beginning of their relationship with the Agency. We will utilize the New Client Survey as a competitive advantage in attracting prospective clients. Current Client Surveys Goal: To obtain Claimants’ feedback about their claim experience, to increase the quality of the Insured’s experience, and to add to Selective’s bottom line. We will survey your current "A" and "B" clients to uncover what they like most about working with your agency. What value-added products are they willing to pay a fee for? We utilize a combination of online surveys and telephone interviews to obtain feedback from all Claimants. This detailed feedback loop allows Selective to make significant and incremental changes to its claims process that will significantly impact its bottom line. We guarantee that Selective will see a 200% ROI within two years.

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At 21st Century Management Consulting, we are Agency Consulting and retention experts who specialize in the P&C insurance industry for over 23 years. All of our work is highly customized and high touch. With a retention, referral and cross-selling solution with a 20 year proven track record of producing actionable and measurable results. Agents to the Power of 6! Agents to the Power of 6! will help you deliver one-to-one customized service to your top clients. You will keep your top agents, attract more and win back some former profitable agents with our comprehensive and integrated system. We gather your top agents' unique expectations and thoughts about their relationship with your agency and provide your employees with the highly customized agent-specific data that has been developed by the only experts in the field, with 20 years' experience in the insurance, retention and market research industries. Our system is the only one built on a research-based scientific methodology with a 20 year proven track record that aids us in accurately pinpointing the three to eight reasons why your agents stay or leave. Our copyrighted, unique Agency Consulting Program •Is fast, easy, inexpensive and guaranteed to work. •Increases business 10%-15% within 2 years. •Utilizes a psychographic predictive survey that provides tremendous insight into your clients' decision-making process. •Delivers a guaranteed 50%+ response rate. •Delivers guaranteed results (300% ROI in 18 months). •Provides an electronically managed implementation plan requiring minimal staff time. •Provides data that helps you retain agents and increase the business they place with your company. •Delivers data directly to your management team via our secure and dynamic highly customized Executive Reporting Site. •Our surveys and interviews are all customized for each Agent program.

At 21st Century Management Consulting, we are Client intelligence and retention experts who specialize in the P&C insurance industry for over 23 years. All of our work is highly customized and high touch. Cadillac Program: Clients to The Power of 6! Clients to the Power of 6! Will help you deliver one-to-one customized service to your top clients. You will keep your top clients, attract more and win back some former profitable clients with our comprehensive and integrated system. We gather your top clients' unique expectations and thoughts about their relationship with your agency and provide your employees with the highly customized client-specific data that has been developed by the only experts in the field, with 20 years' experience in the insurance, retention and market research industries. Our system is the only one built on a research-based scientific methodology with a 20 year proven track record that aids us in accurately pinpointing the three to eight reasons why your clients stay, leave, refer others, and cross-buy. Clients to the Power of 6! A retention, cross-selling and referral solution with a 20 year proven track record of producing actionable and measurable results. Our unique, copyrighted Program: •Is fast, easy, inexpensive and guaranteed to work. •Utilizes a psychographic predictive survey that provides tremendous insight into your clients' decision-making process. •Delivers a guaranteed 60% response rate. •Delivers guaranteed results (300% ROI in the first 6 months). •Uncovers your top clients' "hot buttons" that determine retention, referral, and cross-selling opportunities. •Provides an electronically managed implementation plan requiring minimal staff time. •Provides data that makes your current clients SIX times more likely to stay, refer others, and cross-buy. •Works with current, new and former clients as well as personal lines clients and all lines of commercial insurance. •Delivers data directly to your management team via our secure and dynamic highly customized Executive Reporting Site. •Offers employees client-specific data with both strategic and tactical actionable results via a pop-up window on their desktops. •Our surveys and interviews are all customized for each Client program.

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Executive Coaching With Executive Coaching our goal is to work with Company Executives on a regular basis to assist them in reaching their goals and being more effective as a leader, coach, and mentor. We want to provide your Executives with the skills necessary to succeed in today’s challenging and changing environment. Going From Good to Great! “Humanware Upgrade” Our goals are: To provide its employee with the newest tools and skills to interact with agents and Insureds to regularly deliver exceptional experiences. These experiences create super-glued relationships. This is for companies that want to join the ranks of L.L. Bean, Disney, FedEx, and Four Seasons with employees who are not just “good,” but outstanding, superb, masters, top-notch, off-the-charts excellent. We Customize for: Customer Service, Claims, Underwriters Marketing Representatives

The experts at 21st Century Management Consulting are uniquely equipped to probe into your clients' minds and uncover their core beliefs about their relationship with your agency and how they will make decisions in the future to stay with, refer to and cross-buy from your agency. The result: one-to-one customized service! What would a 10% increase in your sales hit ratio mean to your agency's revenue over the next three months? I bet that is a significant number. At 21st Century Management Consulting, we are Client intelligence and retention experts who specialize inthe P&C insurance industry for over 23 years. All of our work is highly customized and high touch. Utilizing our psychographic research that we have used over the past 23 years, we can interpret the buying behaviors of your top prospective Clients: why they did not decide to work with your agency? We target the prospective Clients that you wanted and interview them utilizing psychographic-based questions. We have been very successful in reaching them and have them tell us about their exeperiences during your marketing and sales process. The results uncover what they needed from you to have become your Client. This will give you the key phrases, strategies, methodologies, and language necessary to dramatically increase your sales hit ratios within three months! Discover in this Webinar the keys to our proven strategies and results. You will: 1. Have a stronger marketing and sales program, 2. Pinpoint more easily highly qualitfied prospects, 3. Win more business, 4. Earn more money, and 5. Save money and time. Join us for a short Webinar that will leave a lasting impact! 21st Century Management Consulting 32 Coyne Road Waban, MA 02468 Phone: 781-899-4210 Fax: 781-899-0707 Email: [email protected] to register.

Did you know that one out of five emergency room visits lead to an intensive care unit admission? That’s why APL offers an individual limited benefit hospital expense plan that can help to pay for some of the expenses due to confinement in intensive care or a coronary care unit as a result of a covered sickness or injury. Highlights (Policy Form IC/CC2 - IC/CC3 Series): Flexible benefit options Guaranteed renewable for life Simplified underwriting Available through payroll deduction (minimum of 3 for list billing) or individually through bank draft Contact APL for more information on this product 1CDC: Advance Data from Vital & Health Statistics, Number 386, June 2007. National Hospital Ambulatory Medical Care Survey. The information contained on this product page generally highlights the important features of the particular product listed and does not constitute a statement of contract, nor a complete description of the conditions, benefits, limitations, exclusions and other terms of coverage. The product listed and/or all benefits may not be available in all states and coverage is subject to all applicable policy provisions as authorized by the proper state regulatory authorities. For more complete information, please consult the terms of the product policy form approved in your state or contact us. For Agent Use Only. Not For Consumer Distribution.

Former Client Win Back Program We call your Former Clients for you, so we can understand why they left and what you can do to win them back. Former Clients Our Goal is to uncover what really happened and win some of your Former Clients back. The typical time frame is two to three weeks. We interview your agency's profitable former Clients to understand why they left and what needs to occur for them to return. On average, the agencies we work with are able to win back ten to fifteen percent of these Clients within two years. You will receive a Report on each former Client with actionable steps. We provide a written Guarantee of 200% ROI within two years.

Market Research We are insurance industry experts. All of our work is highly customized. We assist our Clients in identifying the changes that are occurring in their marketplace or within the company, and then what is needed to position the company to be highly successful. Miscellaneous Market Research We also do market research for carriers that want to purchase an agency and are interested in a projected Client attrition rate once the purchase has been completed. We have called the Clients of a Producer who would be retiring within a year, to understand what the agency needs to do to retain them. Market Analysis Looking for a lucrative niche? Not sure of the strength of the competition in other states or regions? We can guide you on what are the viable niches and where they will be most profitable. Benchmarking How does your agency compare to other agencies? What areas need improvement? Which areas are already excellent?