Client Centre The Intact Insurance App The paperless

Client Centre & The Intact Insurance App The paperless broker experience and workflows. The Intact Insurance App and Client Centre provide your Intact Insurance personal lines customers with access to: • View their insurance policy documents • Billing statements • Real-time claims status updates • Update paper preference

Introduction Client Centre & the Intact App: Intact’s convenient, paperless way to offer you and your customers access to documents and claims information online, anytime. Client Centre provides the perfect opportunity to offer additional convenience to your customers as a paperless solution.

Introduction This module will cover: • Processes: o The Broker’s paperless process o The customer’s journey • The Intact App and Client Centre • How to use Client Centre • Communicating with customers

The Paperless Broker Process This initiative doesn’t impact the customer decision to register in Client Centre, the benefits go beyond a simple paperless option!

Customer Journey Click on each stage of the customers journey to see how they can find out about Client Centre and confirm their print preferences. Please note: If a customer chooses not to register for Client Centre, they can contact your office or Intact’s Customer Helpline to receive paper copies (or to replace a document that was not mailed due to the transition letter)

New Documents What happens when new documents are available? If the customer has chosen Paperless: • Customers will receive an email notification to inform them to log into Client Centre or the app to view their policy documents • Pink Cards will continue to be mailed directly to the customer • Certain documents will continue to print (e. g. , Registered Letter of Cancellation) • Billing statements will NOT be mailed (Billing statements attached to documents will NOT be mailed out; however; billing statements such as installment notices, reminder notices, etc, will still get mailed out. ) • Brokers on Agency Bill are responsible for sending billing statements to customers Note: Policy documents will continue to print for New

New Documents What happens when new documents are available? If the customer has chosen Paper: • Customers continue to receive paper copies in the mail • They can still log in to view documents through Client Centre or the app • If they belong to a paperless broker and we have their email address, they will receive both printed copies and an email from Intact Note: Policy documents will continue to print for New Business

Customer Email Notifications Registered and paperless customers • • All registered and paperless customers and customers of paperless brokers with an email address on file will receive email notifications for renewals, policy changes and cancellations. o As a paperless brokerage, only your customers with an email address on file will receive these notifications These notifications are transactional, therefore customers cannot unsubscribe. These are not to be confused with any promotional emails. Not yet registered customers • • For customers not yet registered for Client Centre, a personalized link will be included in transactional emails that directs them to Client Centre. Here customers can easily register within 72 hours by providing two pieces of personal information - their postal code and date of birth - before creating a password. They can then login to access their insurance documents all in one place. Your brokerage name and contact info is prominently displayed on transactional emails. New Business For provinces that have already rolled out Contact PL, your new business transactions will also receive an email notification, provided you enter an email address in the appropriate field when entering the customer’s details, before the policy is bound. All brokers that are on Contact PL are encouraged to enter an email address on new business. Please note: Agency bill policies are available for a client to review in Client Centre and the Intact App. Only Billing statements are not available in Client Centre when the policy is set up on agency bill and the client will not be able to make a payment via client centre when the billing plan is on Agency.

Intact App & Client Centre – Transactional client and email notifications The following scenarios outline when clients will receive transactional email notifications, based on client print preferences.

Items that will Continue to Print • Pink Slips • Other account statements that will print in addition to the above: o Installment notices o Statement reprints o Invoice reprints o Partial payment notices o Bill type change notices • All Standalone account statements o NSF or Recollection Advice notices o Dishonored Payment Advice o Final notices o Cancellation Advice notices o Renewal Cancellation Advice notices o Account Balance Changes Advice notices Customers would receive one of these printed notices at least two weeks before a registered letter of cancellation is issued for the policy

Digital Pink Slip Ontario, Alberta, Quebec, Nova Scotia and Newfoundland Labrador now accept a digital proof of insurance Client Centre / Intact App Microsite

Digital Pink Slip • • • Customers can easily access their Digital Pink Slip through the App Customers can also now show their digital proof of insurance from their phone with lock screen functionality* on i. OS and Android for added security Paperless customers will still continue to receive paper copy of digital pink slip * Allows access without opening the app, when offline and easy to share with friends and family

Claims • • Real-time claims status updates on open claims Upload claims documents feature Easily submit a claim with photos through the App Broker and adjuster contact information is visible at all times Please Note: Both auto and property claims can be accessed via the Intact Insurance App.

What if your Customer Still Wants Printed Insurance Documents? Your customer has been informed - either via the transition letter or a notification from you - that your brokerage has gone paperless. Your customer contacts you as they prefer to receive printed copies of their insurance documents. What should you do next? Take the time to introduce the benefits of Client Centre/Intact App, beyond the paperless option. You can manage their print preference and send them a personalized registration email through the Broker Portal using the Broker Access tool.

Intact App Demo Site To access the demo app site click the link below: Save this site to your favorites for future reference

Search for a Client

Search for a Client

Search for a Client

Search for a Client

Managing a Customer’s Print Preference

Managing a Customer’s Print Preference

Communicating With Customers There are various ways you can inform your customers that your brokerage has gone paperless, and their options for online access The next few slides will review each type of communication method.

Co-Branded e. Blasts Sending e. Blasts to your customers is an effective way to reach your customers directly. • Leverage an e. Blast to inform your customers you’ve gone paperless and how they can access their policy via the App or Client Centre • Talk to your Intact Insurance Representative about how to leverage cobranded templates

Registration Email • • Incorporate the registration email in your daily touchpoints with customer It’s an effective way to send customers a link that will help them register quickly and conveniently Your brokerage name and contact info is prominently displayed (logo coming soon) It is recommended that this email be deployed during or following your touchpoint with customers, including: o Renewals o Policy changes o Inquiries

Scripting • Leverage your touchpoints with Intact customers and influence them on the choices, value and benefits of online access (App/Client Centre); your brokerage’s paperless initiative and the significance of the registration email • Additionally, this approach is effective in determining customer preferences • • If they will go online - deploy registration email If they wish to receive paper - opportunity for discussion and emphasize the benefits of going paperless (convenience; less paper clutter; self-service; environmentally friendly, etc. ) o If paper is preferred, manage preference via Broker Access in real time (reduce extra steps or follow-up tasks after the call)

Website / App Widget • • • Create a seamless experience for your customers and their access to Client Centre by having a widget on your website. The customer transition letter references “your broker’s website” as an access point Talk to your Intact Insurance Representative to discuss which widget format is right for your site as all widgets are customized by broker.

Co-Branded Social Media Templates • • • An alternative to sending a customer e. Blast is to post a co-branded post on your Social Media platforms like Facebook, Twitter or Instagram These posts help to inform your customers that you’ve gone paperless with Intact, and prompts them to download the app or visit Client Centre to view their documents These templates are available for download along with suggested text on our Broker. Lobby microsite S Sample Broker

Direct Mail – Buck slip – Letter by mail (templates available) • If you are looking to reach out to customers using direct mail campaigns, co-branded buck slips promoting the Intact App and Client Centre Paperless options can be issued directly from the Broker Business Box/ Broker Toolkit.

Broker. Lobby Resources: o Promo video o Broker FAQ o Customer campaign toolkits o And more! Visit the Broker. Lobby Microsite now

Customer Support The Customer Helpline will support all customer calls on accessing Client Centre/Intact App Customer Helpline: Ontario: 1 -844 -574 -7981 West: 1 -844 -312 -7982 Atlantic: 1 -844 -824 -7983 Hours: 8: 00 am-8: 00 pm (Mon-Fri), 8: 30 am-4: 30 pm (Sat) Email: clientcentre@intact. net If Intact receives a customer call requesting changes to their policy, the customer will be re-directed to their broker.

Conclusion You have now completed the Client Centre & The Intact Insurance App e. Learning Module. You have learnt how the Intact Insurance App and Client Centre can provide your Intact Insurance personal line customers with access to their insurance policy documents, billing statements, real-time claims status updates and the option to go paperless.