claims reporting guideand office directoryDelivering unparalleled results

Zurich North America

The Zurich North America Claims organization

continues to make technological and process

enhancements that contribute to greater

efficiency in handling your claims. An

established common claims system and a

virtually paperless process has increased our

ability to better serve customers and make our

claims system among the best in the industry.

Overview of Zurich North America and

Zurich Financial Services Group

Zurich North America is a leading provider of

property, casualty and specialty insurance and

risk management solutions to businesses

throughout the United States. We also offer

customers a range of financial services in more

than 60 countries worldwide through the

affiliated companies of the Zurich Financial

Services Group.

Table of Contents

Zurich North AmericaClaims Model

Technological Featuresof the Claims Model

How to Report a Claim– Four Channels

Claim Reporting Tips

Other ComplementaryServices

Directory ofOffices

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6-8

The Zurich Financial Services Group is

a global leader of integrated financial

services, providing its customers solutions

in the areas of financial protection (non-

life insurance and structured solutions)

and asset gathering (life insurance and

asset management).

Our system maximizes talentand efficiency Zurich North America Claims has created

a claim-handling process based on

centers of expertise. Specifically, we

structured our organization to

provide:

• unparalleled customer experience

• loss-cost management excellence

• world-class efficiency

A claims model that knowsno limitsOur model can handle the full spectrum

of possible claims. From small to large,

simple to complex, we maximize the skill

sets of our professionals to deliver

unparalleled results. We manage this

expertise through a tiered approach: care

center, express centers and product

management.

Zurich North America’s Claims Reporting

Care Center provides customers with a

prompt response to their needs. Located

in Colorado Springs, Colorado, the care

center serves as the central claim intake

facility for Zurich North America. Our

entire staff of customer service representa-

tives in the care center quickly assess

where a claim should be handled, whether

it should be processed through the express

centers or product management area and

if there are any special requirements. The

express centers specialize in servicing

claims with low-dollar expense and loss

potential for all lines of business. The

product management tier handles more

complex claims. This improves quality

and expedites the process to close claims.

Product management divides itself into

two areas: field offices and centers of

expertise. Field offices handle all commer-

cial auto, general liability, property and

workers compensation claims. The cen-

ters of expertise focus on specific claim

areas. There are five centers that cover

construction defect, environmental,

global energy, specialties and surety

financial services.

Technology delivers enhancedcustomer serviceOur claims organization operates in an

electronic environment. To process a claim

as expeditiously as possible, Zurich North

America images all pertinent documents.

We immediately send all hard-copy claim

reports received by fax or mail to our

Document Distribution Center (DDC)

and scan them as electronic images to

ensure that each claims handler has timely

access to all relevant information.

We continue to break new ground in

leveraging technology to offer enhanced1

customer service. A cornerstone of our

technology strategy is the ability to make

claim information available to customers

and distributors when and where they

need it. We design our innovative

electronic services to help customers

control loss costs, make better insurance

and risk management decisions and work

more efficiently. These services include:

• RiskAccess® provides comprehensive

analysis of claim information, drilling

down into thousands of claims to

extract a textual history of each and

every causal factor, as well as the

current status of the claim and any

resolution criteria.

• RiskIntelligence® provides risk

managers with the capability to run

loss analysis reports via the web. Such

reports identify claim trends and

historical data, as well as provide

specific financial information relating

to the entire claim portfolio.

• RiskImage® gives you fast, easy access

to electronic versions of claim docu-

ments including: explanation of bene-

fits, medical bills and records, return to

work releases, settlement information

and correspondence. With RiskImage,

you’ll no longer have to wait for docu-

ments to be sent to you. What’s more,

RiskImage may mean fewer on-site

audits saving time and travel costs.

Our use of technology not only builds in

greater efficiencies in handling claims, but

also passes many benefits to the

customers, including:

• an expedited claim process

• reduced costs

• timely notification of current status

• immediate access to information

Contact your underwriter or broker for

more information on these and other

electronic services offered by Zurich

North America.

We continue to break

new ground in

leveraging technology

to offer enhanced

customer service.

2

Multiple reporting channels deliver flexibility and convenience

Customers can report a claim through toll-free phone or fax

numbers, our website or postal mail 24 hours a day, 365 days a

year. We created these options as part of our ongoing effort to

make the claim reporting process as convenient as possible. Our

experienced representatives work to ensure that your claim is

processed quickly and efficiently — no matter what reporting

channel you use.

Once we collect your information, our system automatically

assigns the claim to one of the following three units that

specialize in servicing specific needs: an express center, a product

management field office or a center of expertise. We will provide

• Phone — Our toll-free

telephone reporting number is

still the most widely used

method to report claims.

Customers can report a claim

over the telephone using

800-987-3373.

• Facsimile — Zurich North

America customers can report a

claim through our toll-free fax

number at 877-962-2567.

• Mail — Customers can mail a

claim to any one of our claims

offices across the country. Review

the list of offices in the last

section of this booklet to find the

office nearest you.

• Internet — Customers can access our

internet-reporting system through www.zurichna.com

using the online Claims Reporting icon on the main

page or through the customer online services section.

The internet-reporting function provides screens by

line of business (commercial auto, general liability,

property and workers compensation). We designed this

process to capture the information needed by our

claim professionals to facilitate the quick processing of

your claim.

Upon completion of the internet-reporting process,

you will receive an e-mail notice confirming that we

obtained, processed and assigned your information

to the appropriate Zurich North America Claims

office. And, if needed, online assistance is available

using the Contact Us link found throughout the

website on the top navigation bar.

you with confirmation that we received

your claim and your claim number by the

end of the next business day after receiving

initial notice.

The assigned professional receives notice of

the new claim and — through our elec-

tronic environment — can immediately

access all information obtained during the

initial reporting process. This prompt

access to claim information improves our

ability to respond to your needs.

Go to next page for tips on claim reporting3

We continue to deliverbeyond the claimZurich North America offers more than

just prompt attention to your claim

needs. We provide additional services that

deliver added value and can reduce claim

expenses and loss costs. These additional

services go hand-in-hand with claims and

are available to all customers.

Staff LegalOur Staff Legal group offers customers

excellent service and expertise. Through

its process efficiencies and talent pool,

Staff Legal handles more than 18,000

cases a year at a 30 percent reduction in

cost with better net indemnity results

compared to outside law firms. Staff Legal

maintains such quality service in part

through its ability to attract top legal

talent.

Special Investigations UnitMembers of our Special Investigations

Unit, who have an average of 26 years of

experience with special investigations

units, insurance, law enforcement or

other investigative fields, work closely

with our claims professionals to identify

and stop fraud. The Special Investigations

Claim reporting tips

1. Report the claim immediately — don’t delay.

2. If at all possible, submit the claim with a completedACORD form or a Zurich Claims Reporting Guide.You do not need to complete both forms.

For your convenience, this kit includes one copyeach of the Zurich Claims Reporting Guides forcommercial auto, general liability, property andworkers compensation.

Completing the reporting guide for the specific lineof business will help you gather the necessary information prior to reporting the loss.

You can download or print ACORD forms andreporting guides at www.zurichna.com.

You can mail or fax the completed form(s) to yourlocal Zurich North America claims office (see officedirectory).

3. Collect as much information as possible regardingthe loss such as date and time, address, policy num-bers, name and address of company or reportinglocation, parties involved, accident description, typeof injury and estimated damages.

4. Submit all estimates, photos and anymaterials/receipts.

5. Don’t speak with third parties about the claim.

Our quality review program ensures

delivery of this commitment.

4

Unit is committed to the timely,

thorough and efficient resolution of

questionable claims. Our quality review

program ensures delivery of this commit-

ment. The SIU believes early identifica-

tion of fraud is the key, and to that end,

provides training to claim handlers,

underwriters, auditors and customers.

To report suspected fraud, contact the

toll-free SIU hotline at 877-642-1714.

The Special Investigations Unit has devel-

oped a special fraud-fighting booklet for

our workers compensation customers.

This booklet includes fraud-fighting tips

and a poster to display in the workplace.

Contact your broker or Zurich North

America account executive to obtain a

copy.

If you are a risk manager or broker and

wish to learn more about how Zurich’s

SIU department can help you reduce

fraud, contact Brian Wilson, vice presi-

dent, at 847-605-3263.

Recovery OperationsOur Zurich North America Recovery

Operations consist of six regional recovery

hubs that provide multiline,

multijurisdictional commercial

subrogation services on both a domestic

and international basis. Line of business

action plans, monthly audits and balance

scorecard programs provide a structured

environment that streamlines the

recognition, referral and subrogation

processes, while delivering excellent

results and customer service.

Managed CareAt Zurich North America, we believe

managed care is about more than just

reducing medical bills — it’s about

helping to ensure the injured or ill person

receives quality care, returning the injured

worker back to work as soon as possible

and, of course, reducing your costs. Our

managed care programs serve multiple

lines of business including workers

compensation, disability, accident and

health and auto liability.

Zurich North America Claims offers a

customer-focused approach to claim

handling that delivers quick and efficient

resolution of your needs. We coordinate

our skilled personnel, technology innova-

tions and specialty areas of expertise to

create valuable services for our customers.

Additionally, we maintain industry-lead-

ing loss-cost management capabilities

such as our Staff Legal, Special

Investigations Unit, Recovery Operations

and Managed Care organizations to deliv-

er the full spectrum of claim services that

differentiate us in the industry and

enhance our customers’ experience.

Directory of officesOnce your claim is registered in our care

center, we will route it to the appropriate

adjuster in one of our offices located

throughout the country. 5

CaliforniaLos Angeles

P.O. Box 92566

Los Angeles, CA 90009-2566

800-338-3160

818-227-1700

Fax 818-227-1740

San Francisco

P.O. Box 7774

San Francisco, CA 94188-7774

800-701-4926

415-538-7100

Fax 415-538-7150

Western Claims Center

P.O. Box 981030

West Sacramento, CA 95798

800-239-4829

916-635-1113

Fax 800-547-2487

ColoradoZurich Claims Reporting Care Center

P.O. Box 49547

Colorado Springs, CO 80949-9537

800-987-3373

Fax 877-962-2567

ConnecticutNortheast Claims Center

P.O. Box 4030

Rocky Hill, CT 06067-4030

800-239-4559

860-257-6500

Fax 800-887-1335

FloridaOrlando

P.O. Box 628210

Orlando, FL 32862-8210

800-340-8602

407-660-9096

Fax 407-660-0894 or 407-660-0339

Southeast Claims Center

P.O. Box 30729

Tampa, FL 33630-3729

800-239-4781

813-873-2055

Fax 800-333-8004 or 813-354-2297

GeorgiaAtlanta

P.O. Box 20791

Atlanta, GA 30320-0791

800-241-7570

404-851-3200

Fax 440-851-3601

Directory of offices

The following is a list of our offices. Use the toll-free number for each location to contact your local claims

professional. You can also use our adjuster contact number to speak with your adjuster. Dial 800-987-3373 and

follow the instructions to enter your claim number. The system will connect you to your applicable Zurich

representative.

Please do not use the toll-free office numbers to report a claim. Reference the multiple

reporting section of this guide for instructions on how and where to report a claim.

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IllinoisChicago

P.O. Box 66941

Chicago, IL 60666-0941

800-695-6575

847-240-8000

Fax 847-240-8172

IndianaCentral Claims Center

P.O. Box 512000

Indianapolis, IN 46251-2000

800-239-0283

317-587-7500

Fax 800-282-7538

MarylandMid-Atlantic Claims Center

P.O. Box 28777

Baltimore, MD 21240

800-239-6851

410-527-3060

Fax 800-404-9987 or 410-527-3659

MassachusettsBoston

P.O. Box 55217

Boston, MA 02205-5217

800-808-6412

978-738-8700

Fax 978-738-8760

MissouriKansas City

P.O. Box 20048

Kansas City, MO 64195-0048

800-777-9005

913-345-8600

Fax 913-345-1582

New JerseyParsippany

P.O. Box 905

Newark, NJ 07101-0905

800-255-3612

973-394-5100

Fax 973-394-5262

New YorkLong Island

P.O. Box ZZ

Jamaica, NY 11430-00ZZ

800-396-6677

631-845-2550

Fax 631-845-2530

North CarolinaCharlotte

P.O. Box 195008

Charlotte, NC 28219-5008

800-808-6412

704-553-0360

Fax 704-551-3402

Directory of offices

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PennsylvaniaPhiladelphia

P.O. Box 13761

Philadelphia, PA 19104-3761

800-257-8134

856-596-2090

Fax 856-985-2960

Pittsburgh

P.O. Box 1880

Pittsburgh, PA 15230-1880

800-888-8765

412-928-9990

Fax 412-928-0107

TennesseeNashville

P.O. Box 305010

Nashville, TN 37229-5010

800-366-8366

615-872-1300

Fax 615-872-1303

TexasDallas

P.O. Box 619507

Dallas, TX 75261-9507

866-828-6816

214-866-1500

Fax 214-866-1676

Southwest Claims Center

P.O. Box 619787

Dallas, TX 75261-9787

800-727-1080

972-231-7001

Fax 866-689-8972

WisconsinMilwaukee

P.O. Box 3193

Milwaukee, WI 53201-31931

800-631-6074

262-798-8920

Fax 262-798-8883

Directory of offices

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Zurich North America

Zurich Towers1400 American Lane Schaumburg, Illinois

60196-1056

800 382 2150www.zurichna.com

©2004 Zurich American Insurance Company

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