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Our High Standards of Service A Customer – Centric Approach

As one of Zurich’s key points of differentiation, our customer service is essential. Our customer-centric approach is a targeted team effort realized by working with Select Brokers ® and agents to effectively help us deliver risk insights and superior service to customers.

Zurich Claim Services

Zurich has a global claims team consisting of over 8,000 claims, legal and support professionals in over 180 countries and territories who work together to solve problems regardless of location. Many Zurich claims practitioners have advanced degrees in law, health and engineering sciences. Employees are provided with cross-border international claims training to help facilitate a consistent global claims delivery and to promote the development of a truly global claims community.

Some of our highlights include:

• In-house Customer Care Center providing 24X7 support; available to accept claims reported via multiple channels

• Respond to severe incidents without delay through “hot hand offs” (immediate assignment to an adjuster) and after-hours services

• Paperless claim fles; our Zurich RiskIntelligence ® and RiskImage ® systems let you monitor claim activity

• Global Centers of Excellence for special expertise in mass litigation, large losses, fnancial lines, Catastrophe (CAT) losses, fraud and subrogation

• A Central Technical Center of Excellence for Property and Liability Claims, works with countries on complex claims

• Most countries have major loss teams to handle complex property and liability claims • Over 2,800 Claims employees strategically located in 70 plus feld and Staff Legal offces across North America including Canada

• Network of over 300 Staff Legal attorneys servicing 29 states including Toronto • In 2011, Zurich Staff Legal’s average total loss costs were 23% less than external counsel on liability claims and 13% less than external counsel on workers’ compensation claims • In 2011, Zurich Staff Legal’s average Legal Expense Cost was 53 percent less than outside counsel in liability and 35 percent less in workers’ compensation matters • Medical bill review; analyzed more than 1.7 million medical bills in 2011

• Average Preferred Provider Organization (PPO) penetration is 74.4 percent for 2011 • Special Investigation Units in both North America and Europe to help customers reduce the incidence and costs of insurance fraud

• Customer Service Account Executives assigned to large premium sized customers (this is for both NAC and GCiNA)

• Broker Claim liaisons available to facilitate and assist with specifc claim related inquiries