Account Manager New Business Procedures Our Standard PSA seeks to insure multiple personal lines for each

client, resulting in a profitable and diverse book of business. Definitions New Business can come from a customer new to PSA or it can mean adding a line of coverage to an existing client. Do NOT market any monoline umbrella, dwelling fire, or flood. General Responsibilities Account Executive will coordinate with the Account Manager in order to prepare and present quotes to the prospective clients. Account Manager will obtain quotes and communicate with the Account Executive. The Account Manager will also update client and policy information in AMS. Procedures When Prospecting & Sold 1. Account Executive enters information into Salesforce and PL Rating and provides required supporting documentation, if available (i.e. supplemental applications, current Dec page, etc.). 2. The Account Manager will check AMS to confirm client information. Search for and select the client account. a. Refer to the PSA Naming Standards for entering name, address, phone, and email information. b. Make sure the Business Units are correct on the customer screen.

c. The Primary Account Executive should be listed as the Exec on the main screen (this is the Account Executive who brought the account to PSA). The Rep should be set to PL Service Team or Private Client.

d. If there is more than one Account Executive for this client, click on the Service Groups view on the left side of the screen and then click the New button to add another Account Executive. Enter the information for that Account Executive in the fields on the right of the view pane.

e. Click the Save and Return button when complete.

3. Take the following steps in PL Rating: a. Search for and select the client. b. Click on the View Existing Quotes button from the menu on the left.

c. Select the Home or Auto quote from the list of Existing quotes by clicking on the Select button next to the appropriate one.

d. Click on the Select Companies button. Check the boxes next to the carriers you would like quotes from as well as carriers requested by the Account Executive.

e. Review the Policy Rating screens and complete all required information (Auto, Homeowners, etc.) Note: If mandatory information is missing, an error will occur. f. When all data has been entered, click on the Rate button. g. Data will filter through all carrier systems. Carrier messages and eligibility notes will appear if required. Otherwise, premiums will appear.

4. The Account Manager will access carrier websites from the Quote summary screen of PL Rating (click on the carrier icon to access the website). a. Some data will be transferred from PL Rating into the carrier website. b. Check MVR, CLUE, and IBS score to ensure they meet underwriting eligibility. c. Enter any additional underwriting information into individual carrier website. d. Pull all necessary reports (loss details, MVR explanation, etc.) and update the cost estimator on each carrier website. Note: PL Rating cost estimator does not merge into carrier websites. e. Create a quote for each applicable line of business. f. Print quotes as a PDF from carrier website. 5. Attach quotes to an email (along with any Marketing information for the carrier of choice) with a description to the Account Executive indicating differences in quotes, examples below. Create an activity in AMS with the action code set to New Business Marketing. Attach the new business quote request and other marketing information. The activity should explain the attachments and the date given to the Account Executive. a. Different deductibles b. Co-insurance provision for Replacement Cost c. Unique carrier coverage enhancements or exclusions

Note: Use the PDF Merge website to merge PDF files into one document in order to prevent printing a hard copy of all documents and scanning into one. 6. Log in AE Logging as Submitted Business using the most competitive quote. 7. Account Executive will present the quotes to the client. 8. Account Executive and the client will choose the quote to be issued and proceed as follows: a. Request the Account Manager to issue application. b. Advise effective date. c. Advise billing plan. d. Advise any special instructions. 9. Enter lines of coverage based on carrier output (some carriers require lines to be entered separately; some allow package entry). 10. Change client type to Customer and de-select the Inactive checkbox so they are an active customer. 11. The Account Manager will create application from carrier website. Make sure the applications are completed in entirety based on information the Account Executive has already filled out in PL Rating or given in email. After creating applications, create an activity in AMS with the New Business Application action code. 12. Mark missing information on the application (especially Sign Here). Forward the applications to the client (include the Account Executive on the email) and obtain missing information from the client along with additional information such as: a. Any supplemental questionnaires b. Any additional forms (i.e. Signed Driver exclusion, copy of student grades, alarms certificate, etc.) c. Billing plan preference d. Pictures front and back (required for Homeowner policies and PAP if antique car or modified vehicle) e. Any required deposit Note: If Private Client, forward all this information to the Account Executive who will give it to the client and obtain additional information if needed. Important: Send the entire application so the client can review it for accuracy and know what they are signing. Do not just send the signature pages. 13. Create suspense for return of requested information. Set the date to three days prior to the effective date. 14. If information is received before the suspense date, remove the date in AMS. If not, follow up with the Account Executive and/or the client. 15. When all application paperwork has been received from the Account Executive and/or client: a. For carriers who allow upload, upload all required documents to the carrier on their website. Create an activity in AMS with the New Business action code and note the effective date of the policy. b. Attach the documents to AccuraImage using the drag and drop feature. Create an activity in AMS, using the AccuraImage action code, indicating what information has been saved in AccuraImage. Be sure to note that the application has been added to AccuraImage, and include the effective date and the deposit amount. 16. Add entry for New Business Logging to AE Logging. 17. Print Auto ID cards or Evidence of Property Insurance from carrier website. Email to Account Executive or client and add an activity to AMS using the Auto ID Card or Evidence of Property Insurance action codes, respectively. 18. Check negotiated commission in AMS for accuracy. Pay special attention to splits and rewrites. a. Click on the Policies view on the left side of the screen, and click the link of the policy number you wish to open.

b. Correct the Policy Rep to PL Service Team under the Basic Policy Information section.

c. Expand the Personnel section.

d. Use the New or Edit buttons as appropriate to either add a new employee or to edit a currently listed employee.

e. Enter negotiated commission. If the account is split between two Account Executives, enter the information for each one.

Note: For accounts where James McLoughlin or Joy Gonzalez are the Account Executives, set a suspense 45 days prior to the annual renewal to update their commission percentage on the policy.

19. When policy is received: a. Most policies will download from the carrier website directly into AMS. Check to confirm policy downloaded correctly and matches the quote (i.e. premium matches, effective date correct, check that vehicles and coverages match the quote). b. Some carriers mail hard copy of policy. If so, ask if Account Executive prefers to deliver policy themselves or if the Account Manager should mail. For manual policies, enter data into AMS, scan policy if needed, and move to correct folder in AccuraImage. Create an activity in AMS with the AccuraImage action code. c. If scanned to AccuraImage, add activity to AMS indicating policy reviewed, mailed, and sent to AccuraImage. 20. Close suspense date in AMS when policy is received. Procedures When New Business is Not Sold 1. After hearing from the Account Executive or the client that the business was not sold, change the policy status to Not Taken and change the Expiration Date to match the Effective Date (same year). 2. When prompted, update the activity in AMS using the New Business Not Taken action code. Include in the description why the policy was not sold. 3. If there are no other lines of business on the client record, mark it inactive.

Additional Procedures for Flood Insurance 1. Pull Flood Zone from Selective website. 2. Request elevation certificate from the insured, if applicable. Note: The insured may need to obtain the certificate from a prior owner or have the survey done. 3. Once information is received, quote on carrier website or email carrier for a quote. 4. All other New Business procedures apply.