Merchants' Customer Services

       At Merchants Insurance Group, we know that we must earn our customers’ business every day. Outstanding service, competitive rates, personalized attention and a wide array of products are the qualities a customer looks for in an insurance carrier - and Merchants Insurance Group strives to provide those services every day.

       Although we have the financial size and strength to meet the challenges of today’s competitive business environment, we still provide our agents and policyholders with the level of service they expect and deserve.

Regional Offices
       Each of our regional offices are lead by our Regional Managers and are staffed with underwriting and customer service personnel along with field representatives which are referred to as Territory Managers. Territory Managers (TM’s) are insurance professionals that develop and manage the relationship with the independent insurance agency.

Technology
       Merchants Insurance Group is very committed to our automation and online capabilities. We continuously implement new features to make doing business with us faster and easier than ever. One of our newest services is “My Merchants,” an area of our Website designed for use by our policyholders and agents.

Policyholders
       At the “My Merchants” area, our policyholders can review their billing information and current billing invoice; make electronic payments from either their checking or savings account; get information on protecting their assets; and contact their agent.

       To take advantage of these features, policyholders need to register with the service, and will need a user ID and password. Either a social security number or federal tax number (FEIN) is acceptable for access to “My Merchants.” Since privacy is our top priority, after the policyholder signs up for this feature, we will mail them their user ID and password within 3- 5 business days.
       Policyholders can now also make payments over the telephone by calling our DirectLink number and speaking with a customer service representative. DirectLink -- Automated Voice Response System for Billing Inquiries (800-462-8182) provides quick answers to agent and insured billing inquiries via telephone keypad 24-hours a day.

       Policyholders can also make electronic payment of personal and commercial lines policy premiums via Electronic Funds Transfer (EFT). New and existing Merchants' policyholders can authorize premium payments to be automatically debited to their checking or savings account, according to their selected payment plan.

• Avoiding lost or delayed checks in the mail.
• Ensuring a safe and secure payment each time.
• Saving time and hassle, because payments are automatic.
• Saving on postage.

Further information about EFT payment, including copies of the EFT Authorization Form, is available on our Web site.

Agents
       Additionally, we have a section of "My Merchants" designed exclusively for our agents. In this section, agents are afforded a variety of services including Policy Inquiry, Internet Quoting and Issuance from Quote for some of our product lines. Our password-protected area of our Web site is available to all Merchants agency personnel in an easy to use format at your fingertips 24 hours per day, 7 days per week.

       With respect to Policy Inquiry, Merchants' agents are able to obtain current information about their policies, including status of policy; policy history, including renewals, coverages and discounts; changes and cancellations; policy credits and surcharges; policy additional insured information; policy billing details; and policy claims.

Some of the exciting features of our Online Quoting are:

• Ease of Use -- Quick Quoting with the entry of rating information only
• Client Proposal Option -- Provides a professional letter with an overview of coverages selected and available in an easy to read format
• Agent's Worksheet Option -- Provides detailed rating worksheets and coverage information
• An Option to print or e-mail Client Proposals and Agent's Worksheets
• An Option to save quotes
• An Option to view all of your existing quotes
• An Option to copy existing quotes
• New Business Applications Option with information automatically entered from your quote. We provide the ability to complete the online application and to print, send via e-mail or submit it to Merchants via e-mail. New Business Applications sent to us via e-mail must be followed up with an application signed by the insured and a deposit if Direct Bill is desired.

Claims
       One of our primary opportunities to earn our customers' business is the service provided when a policyholder sustains a loss. Claims can be reported to Merchants via telephone or fax. In addition, we offer our toll-free "After-Hours Emergency Claims Service" (888-644-6680), which allows policyholders to speak with an experienced claim representative around the clock. Our claims department emphasizes timely investigation of claims, settlement of valid claims for equitable amounts, the establishment of adequate reserves for reported but unsettled claims, and control of external claims adjustment costs, particularly legal expenses. Prompt, fair and equitable claim settlements result in satisfied customers who will keep their insurance with Merchants.

       Merchants Insurance Group has three claim operations staffed with highly experienced claim professionals to service our agents and customers. Merchants also staffs an in-house Special Investigation Unit (SIU) who works closely with the Claims Department to identify and investigate insurance fraud.

       Word travels fast in our business, and a company quickly becomes known for how well it performs when called upon. Merchants Insurance Group is up to the challenge - and earns our customers' business...every day.