Agency Claims Handling Process

September 4, 2014

We have been experiencing a number of issues associated with the Agency claims handling process. Due
to a number of legal and administrative issues involved with a claim all claims reported to the Agency
will be handled by Cecilia Huerta. The following processes will be followed by ALL agency personnel in
the event you are informed of an accident.

1. You must obtain the name of the caller to identify if caller is customer, other party involved in
accident, Attorney, Claims Specialist, Insurance Company of other party.
2. You must obtain Date and time of the accident ( If applicable)
3. You WILL NOT discuss coverages unless you are a licensed producer
4. Obtain phone number or contact information where caller can be immediately reached
5. If caller is customer and he is at the scene of the accident and he requires immediate attention,
make sure you notify Cecilia in your email.

After information above has been identified the person taking the call WILL create a “Claims
Case”. The information collected will be placed in the case.

An email will be created and forwarded to Cecilia Huerta immediately after obtaining the
information.

The caller will be advised that Cecilia handles all claims related issues in the Agency and Cecilia
will be contacting them shortly. The subject line of the email WILL read “Agency Claim Report
Case # “Customers company name or name”. (Example: Agency Claim Report Case #
123456-Gonzalez Trucking). In the event you have questions regarding the process please utilize
Sales Force to obtain the information, Cecilia will be updating the case with any additional
information discussed or obtained.

Please keep in mind that claims make take a while to process. The claims process is handled by
the insuring companies and we have found in some cases that they are not as responsive as we
would like them to be. It is important to remind our customers that they must be patient and
encourage them to contact their claim specialist once the claim has been filed.