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Letter to the Editor

Selective Insurance Launches Pilot of New Claims Service Center

Selective Insurance Group, Inc. has announced plans for a new "24x7" Claims Service Center in 2002 -- a value-added option for Selective's independent agents and their customers. The center will be staffed with trained company personnel who will receive loss notices for all lines of business, begin the claims handling process for each claim, and service small automobile physical damage claims to completion.

The program pilot begins this month, with a planned rollout to agencies in the Company's 20-state operating territory by year-end. The Selective Claims Service Center will be located in Richmond, Virginia, the site of the company's existing Service Center, which handles policy administration for small business accounts.

"Accidents don't just happen during regular business hours," said James McLain, senior vice president and director of claims. "Our independent agent partners want the expertise and 24-hour support of a Claims Service Center. Their customers expect fast, empathetic service, and agents like knowing that Selective, a company that specializes in personal service, is going to be on the other end of the phone when their customers need help."

Designed to enhance the customer and independent agency claim experience, the Claims Service Center is also expected to provide cost savings by reducing claim cycle time, increasing efficiencies and enabling field claim management specialists to spend more time on large, complex claims.

McLain commented, "We expect the Claims Service Center to generate annualized net savings of $1 million, while at the same time, freeing up our field claim personnel to spend more time with agents and their customers."

Selective Insurance Group, Inc., headquartered in Branchville, New Jersey, is a holding company for five property/casualty insurance companies that offer primary and alternative market insurance for commercial and personal risks.

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