Broker training

BROKER
A Comprehensive Overview of the CIBA Program
TRAINING
1
9.1.2017

Thank you for choosing CIBA Insurance Services.
This packet will serve as your formal training. This training has been split into
separate sections that can be reviewed in multiple sessions convenient to your
needs or the agency’s needs. However, all sections should be reviewed within 5
days to gain full understanding of the CIBA Program.
At the end of this training, we you will be asked to confirm your completion of this
training.
If you have any questions on the content of this training, please contact your
underwriter.
If you need help with viewing the training, please contact Lisa Qiang
(lqiang@cibaservices.com)
I Understand
2

3
Section 1: Program Basics……………. Pg. 4
Section 2: Carriers………………………. Pg. 21
Section 3: Underwriting Appetite.. Pg. 28
Section 4: Coverage …………………… Pg. 33
Section 5: Marketing & Sales ……… Pg. 38
Section 6: Broker Portal ………….….. Pg. 43
Section 7: Submissions ………….…… Pg. 59
Section 8: Quotes……………………..… Pg. 73
Section 9: Binding Coverage …….… Pg. 80
Section 10: Added Value…………….… Pg. 85
Section 11: Claims……………………...… Pg. 92
Section 12: Loss Control Program.. Pg. 103
Section 13: CIBA Foundation……… Pg. 114
Table of Contents

Program Basics
Introduction to the CIBA Program
4
Section 1

Who is CIBA?
Established in 1993, CIBA Insurance Services is the Program Administrator for
the CIBA Program.
The CIBA Program is a commercial real estate insurance program
for lessor’s risk properties
Sec. 1 : Program Basics
5

6
CIBA Program Overview
• CIBA Insurance Services is a Surplus Lines Wholesale Broker, licensed in all states
except Alaska
• MGA for various program carrier participants with underwriting authority
• Risk Purchasing Group for Liability Program
• Third Party Administrator (CAG) for adjusting and handling of claims including
defense of litigated liability claims
• Provider of Loss Control and Inspection Services for CIBA & Non-CIBA locations

Organization
Headquarters
Regional Offices
Glendale, CA
Chicago, IL Dallas, TX Phoenix, AZ
Underwriting
&
Legal
Underwriting Legal
7

Organization - Departments
President & CEO
Michael Marino
Underwriting
Support
Julie Kim
jkim@cibaservices.com
Underwriting
Manager
Tim Dillon
tdillon@cibaservices.com
Claims Adjusting Group
Bruce Benyo
bbenyo@claimsadjustgrp.com
Inspections &
Loss Control
Randy Morris
rmorris@cibaservices.com
Marketing
Savonia Murray
smurray@cibaservices.com
Accounting &
Financing
Tracey Jackson
tjackson@cibaservices.com
IT Support
Craig Morton
cmorton@cibaservices.com
&
Julie Sharp
jsharp@cibaservices.com
Surplus Lines Tax
Amy Lochmoeller
alochmoeller@cibaservices.com
Property
Liability
CP Law Group
Michael Kennick
mkennick@cplawgrp.com
&
Jonathan Wallack
jwallack@cplawgrp.com
Marketing Asst. &
Broker Support
Lisa Qiang
lqiang@cibaservices.com
8

CIBA, as Program Administrator, performs the
following functions:
Underwriting
Inspections & Loss Control
Coverage Placement
Processing Support
Sales & Marketing Support
Insurance Certificate Monitoring
Claims Administration through Claims Adjusting Group
(CAG)
Legal Claims support & subrogation through our in-
house law office, CP Law Group 9

Your Clients will Benefit in the CIBA Program through…
Broad Property Coverage
Individual Underwriting with Multiple Policy Considerations
FREE Online Legal Q&A for Commercial Property Insurance Related
Questions
Subrogations & Claims adjusting cost, including legal
defense cost for covered litigated claims
Property Inspections & Loss Control Services
Equipment breakdown jurisdictional inspections provided upon
request
Online access to specimen policies
Flexible premium payment plans
Commercial Real Estate & Insurance related legal seminars
Insurance Certificate Monitoring Program
Renter’s Liability Program 10

Fees Associated with the
CIBA Program
Program Fee: to cover claims adjusting, legal defense and loss control costs
Loss Control Program Fee
Program fee is applied to each location on new business and renewal to cover the cost of
CIBA’s Loss Control Program.
The Loss Control Program provides not only property inspections services, but also provides
loss control bulletins, informational newsletters, and seminars to assist CIBA Participants in
developing a culture of loss control to prevent losses.
The properties inspected are based on a weighted priority system and a location may or may
not be inspected as part of the new business or renewal process.
• Submitted via email: $125 one-time Program Fee covering the first 4 locations, all additional
locations will be assessed at $15 per location
11
• *New* Submitted via Online Broker Portal: $75 one-time Program Fee covering the first 4
locations, all additional locations will be assessed at $15 per location

The CIBA Program is a premier insurance
program. Offering coverage for:
12

Why is CIBA considered a
Premier Program?
Because of their expertise in the Commercial Real
Estate Insurance Market
Because of their responsiveness to the ever changing
risks
Because of their proactive built-in Loss Control Program
Because of their broad protection & coverages
13
Because of their professional in-house Claims Handling

The CIBA Program is currently serving
most states
*Property coming soon in New York
*Neither Property nor Liability written in NYC
14

The CIBA Program is underwritten by authorized
carriers in the Excess and Surplus Lines (non-admitted)
Market with AM Best ratings of A-VII or better
15

The CIBA Program has experienced steady growth &
currently provides insurance for approximately:
80 Million in Commercial Square Feet
250,000 Apartment & Condo Units
$40 Billion TIV
10,000 Locations
16

The CIBA Program has historically
retained approximately
80%
of locations on renewal
17

The agreement between your agency
&
CIBA Insurance Services
is not an Agency Agreement, it is a
Broker Agreement
Broker Agreement Key Points
!
18

Your Agency:
Broker Agreement
Represents your client, the insured or the applicant, to the CIBA Program
Owns and has full rights of use and control of expirations as they are
the property of your Agency
Does not have binding authority for the CIBA Program
Does not have the authority to issue binders, evidences or
certificates of insurance for the CIBA Program. CIBA provides
this service to your agency
Cannot act as an underwriter or rebroker (act in the capacity of
a wholesaler or provide quotes for other producers or agencies
not appointed with the CIBA Program)*
*only those appointed as a CIBA Wholesale broker may rebroker
19

You Agreed To:
Broker Agreement
Promptly disseminate notices and information about the CIBA Program to your clients participating
in the CIBA Program
Comply with the license and Surplus Lines laws in each state where licensed
Pay in full all amounts by due date indicated in the invoice, allowing adjustments to be transacted
on subsequent invoices
Promptly notify Claims Adjusting Group (CAG) of all reported claims
Cooperate with CAG to facilitate investigation or adjustment of a claim
Cancellation requested by the Named Insured (timely broker notification to CIBA required within 3 months):
• Due to the sale of the property will be processed pro rata
• For any other reason will be processed short rate
All cancellations are subject to a 25% minimum earned premium
Maintain at least $1 million in Errors and Omissions (E&O) coverage and
furnish proof of E&O to CIBA Insurance Services at each renewal
Provide insured contact information necessary for loss control & inspections
20

Carriers
Carriers for the CIBA Program
21
Section 2

The CIBA Program Carrier Ratings
2017-19
22
AM
BEST
NO. INSURANCE COMPANY
AM Best
RATING
FINANCIAL
SIZE
CATEGORY NAIC CODE
12096 Everest Indemnity Ins. Co. A+ XV 10851
12630 Aspen Specialty Ins. Co. A XV 10717
3283 Colony Ins. Co. A XII 39993
3759 Evanston Insurance Co. A XV 35378
86160 Great Lakes Insurance SE A+ XV AA-1120697
10783 First Specialty Insurance Corp. A+ XV 34916
10838 Hallmark Specialty Insurance Co. A- VII 26808
10604 Homeland Ins. Co. of New York A X 34452
11340 Indian Harbor Ins. Co. A XV 36940
13866 Ironshore Specialty Ins. Co. A XIV 25445
12619 Landmark American Ins. Co. A XIV 33138
12078 Liberty Surplus Ins. Corp. A XV 10725
47731 Lloyd's Syndicate 3624 (Hiscox) A XV AA-1126033
85202 Lloyd's - Brit Syndicate 2987 A XV AA-1128987
84422 Mitsui Sumitomo Ins. Co. Ltd. A+ XV AA-1580085
2428 National Fire & Marine Ins Co. A++ XV 20079
Property
AM BEST
NO. INSURANCE COMPANY
AM Best
RATING
FINANCIAL
SIZE
CATEGORY NAIC CODE
13023 Rockhill Insurance Co. A- XII 28053
3292 Scottsdale Ins. Co. A+ XV 41297
3557 Steadfast Ins. Co. A+ XV 26397
3128 United National Insurance Co. A XI 13064
12630 Aspen Specialty Insurance Co. A XV 10717
12525 Allied World Assurance Company (U.S.) Inc.A XV 19489
12526 Allied World National Assurance A XV 10690
2350 Lexington Insurance Company A XV 19437
2179 Fireman's Fund Insurance Co. A+ XV 21873
2213 Great American Insurance Co. A+ XV 16691
Liability
Property continued
Sec. 2 : Carriers
CIBA uses only the most stable & financially secure carriers
Participating carriers must have an A.M. Best Rating of A-VII or better

23
Participation is described in
the Schedule of
Participating Insurance
Companies, or Appendix,
attached to each
declarations page
Sec. 2 : Carriers
Available on Broker Portal

24
Individual TIV of each location
but not to exceed $150M per occurrence per
Member AIN
How it Works
$990 Million
Up to $10 Million
Stated TIV Individual
Location Limit
NOT SHARED
$1 Billion
Single per Occurrence
Capacity (Shared Limit)
• Automatic
Reinstatement of
coverage following
each occurrence
• No Annual Aggregate
Individual Limit
Layer
Excess Layer
Primary Layer
Sec. 2 : Carriers
Each Excess Property carrier subscribes to provide excess coverage over the primary layer by selecting a layer and
percentage of that layer
Using a Layered approach

25
Individual Coverage
Fannie Mae
The structure of the CIBA Program meets the intent of the Fannie Mae Single Family guidelines
As announced in Broker Announcement 15-25: The structure was...
“…reviewed with Fannie Mae Single Family Unit for compliance…”
Sec. 2 : Carriers

26
Primary liability carrier is Aspen Specialty Insurance Company,
a subsidiary of Aspen Insurance Holdings Limited
All liability provided on a per location basis
with the following limits available:
Aspen - Primary GL Carrier: $1/$2 million limits
Excess Limits provided by 5 other A.M. Best
“A” rated carriers
• Excess Limits available at $5 Million, $10
Million, $15Million, $50Million
• General aggregate per location on Primary
& Excess
Sec. 2 : Carriers

27
2017-19
$5 Million
• Allied World Assurance Company (AWAC) – Locations in states
other than CA & DE
• Allied World National Assurance Company (AWNAC) – Locations
in CA & DE
$10 Million
• AWAC – Locations in states other than CA & DE
• AWNAC – Locations in CA & DE
$15 Million
• Fireman’s Fund Insurance Company
$50 Million
• Great American Insurance Company
• Lexington Insurance Company
Excess Liability Carriers optional
Sec. 2 : Carriers

Underwriting Appetite
Properties that are a good fit in the
CIBA Program
28
Section 3

29
The CIBA Program is designed for
commercial lessor’s risk properties
that are well maintained with acceptable:
Construction
Occupancy
Protection
Exposures
Sec. 3 : Underwriting Appetite

30
Properties that would be good prospects for the CIBA Program are:

31
No Building Age Restrictions
&
No TIV Restrictions

32
CIBA is also open to the challenges of
hard to place risks:
Subsidized Housing Student Housing Vacant Buildings
Assisted or Senior
Housing
Single Family
Dwellings
Accounts with Loss
History
Criteria:
• Off Campus
• Property Manager onsite
• Tenant insurance requirement
and a parent cosign
Criteria:
• Newly completed apartments/condo
associations during lease up
• Recently vacant commercial LRO
buildings
• Must be locked & secured
• Must be well-maintained with no prior
damage
• Central Station Fire & Security
Monitoring
Criteria:
• Well maintained
• Professionally Managed
• Acceptable REAC Score
Criteria:
• Acceptable for Property Coverage
• May be acceptable for Liability if
services are provided by a third
party operator
Criteria:
• Commercially owned and
professionally managed
Criteria:
• Plus aggregate deductible are
available
(pre-funded deductible plans where
unused funds are returned to the
Insured)

Coverage
Premier Coverage
33
Section 4

34
The Strength of the CIBA Program is its
Coverage Offering
Providing
Strong Protection
is what make the CIBA
Program an essential
Risk Management
SolutionTypical coverage
CIBA coverage
Sec. 4: Coverage

35
The CIBA Property Program
Superior
Coverage with
Broader Coverage
Definitions
Higher
Sub-Limits on
many Coverages
Additional coverages
not usually provided by
Standard Line BOP
Competitors
Sec. 4: Coverage

36
Click to View Full Comparison
Higher
Sub-Limits on many
Coverages
Sec. 4: Coverage

37
Additional coverages
not usually provided by
Standard Line BOP
Competitors
Click to View Full Comparison
Sec. 4: Coverage

Marketing & Sales
Highlighting the CIBA Program
38
Section 5

39
Marketing Resources
Marketing Pieces Newsletters Loss Control Bulletins
Found on the Broker Portal & Website
Sec. 5: Marketing Materials

40
Co Branding
FREE for all of our Authorized CIBA Brokers
Interested? Contact Lisa Qiang at 818.853.5136 or
email lqiang@cibaservices.com

4141
The CIBA Program:
• A “Must Have” Solution for Risk Transfer
• Strengthens your client’s ability to mitigate financial impact of an accidental loss
• One of the most effective risk management solutions in the commercial property insurance market
• Not designed as a low price leader
• Regular Monthly submissions are developed
• Coverage is the focus of the presentation
• Recognizing pricing is competitive for the coverage level offered
Success with the CIBA Program is achieved when…
• A Reason to Contact your Clients
• A Competitive Advantage
• An Alternative Solution to Standard Markets available in every Agency
• Bigger hurdle for Competitors to Overcome
• An Asset for Agency Growth
For your Agency, CIBA’s strong coverage offering provides…
An Opportunity to Differentiate your Agency from Competitors through Value Added Products :
• Flexible Payment Plans
• Renter’s Liability Insurance
• Insurance Certificate Monitoring (ICM)

4242
Info Packets
Ready to prepare your presentation?
Include CIBA’s Program Information Packet
Available on the Broker Portal for
Quick & Easy inclusion in your
Proposal
Packet includes an Overview of
Coverage

Broker Portal
Your connection to important CIBA
information
43
Section 6

44
Need Information?
CIBA’s Broker Portal Offers
Essential Information Online!
http://broker.cibaservices.com/
Need help with access? Contact Lisa Qiang at 818.853.5136 or email lqiang@cibaservices.com

45
Sec. 6: Broker Portal
It is important that your agency removes all staff no longer with your agency to eliminate the
possibility of them having access to your agency’s information (quotes, documents, etc.).

46
CIBA’s Broker Portal:
A gateway to resources, supporting your success
Manage your agency. Serve your insureds.

47
User Settings
All Users: Edit own info (name/passwords/etc.)
Admins: Access to add new users/delete old users/update user passwords

48
Applications & Supplementals
Access to download all CIBA Applications / Supplementals
CIBA also accepts competitor’s applications & supplementals

49
Broker Program Update
Program Changes for Current Policy Year

50
Online Quote System
Submit New Submissions Online
Some restrictions apply
ABC Prop
Appletree Inc.
Greenways Zone LLC

51
Payment Plan
Set up Payment Plan on Eligible Accounts

52
Submission Status
Check Status of Submissions
ABC Prop
Appletree Inc.
Greenways Zone LLC

53
Loss Runs
Search & Download all available Loss Runs

54
Broker Experience
To help your agency be more successful.
Manage and monitor Agency performance in developing a profitable CIBA book of business
Loss Experience
Submissions
Premium
Retention

55
Documents
Download Quotes, New Business Declarations Pages, Invoices,
Renewal Offers, and all other account-related documents
File Name
123_RenewalQuote_ABC Properties_Q12424
123_Invoice_ABC Properties_Q12424
123_Quote_ABC Properties_Q12424

56
Policy Forms
Obtain all insurance policy forms and appendices

57
Broker Announcements
CIBA Broker Announcements:
Stay current on all CIBA Program Updates

58
Additional Marketing Resources
Download Marketing pieces and
access information

Submissions
Submitting New Business
59
Section 7

Minimum Information Required:
Named Insured
Effective Date
Producer Name & Office
Property Type
Coverages Required
Location Address (For Clearance)
Commercial Sq Ft / Residential Sq Ft
Residential Number of Units
Building Value
Verification of Home State 60
Submissions
Sec. 7: Submissions

61
To Submit New Business:
Use the Online Quoting System*
(on our Broker Portal)
Email to CIBAQuote
CIBAQuote@cibaservices.com
OR
Sec. 7: Submissions
*For single locations only with TIV less than 10M. Other restriction may apply, talk to your underwriter for more information

62
Submitting New Business via Email:
cibaquote@cibaservices.com
Acceptable for Single & Multiple Location Accounts (CIBA SOV Excel Sheet available on our
broker portal. Other excel formatted SOV’s or acords also acceptable)
Clearance & 90 day reservation rights acknowledged within 48 hours
Corresponding CIBA Supplemental Applications, available within our Online Broker Portal
(CIBA’s , although will welcome competitor’s supplemental)
-Apartment , Condominium , Industrial/Commercial, Mix-Use Apartment, Mix-Use, Condominium, Office, Retail, Storage, Warehouse, Vacant Building
View status of a submission within our Online Broker Portal
Sec. 7: Submissions
CIBA Supplemental Example
Excel SOV Example

63
To Submit New Business via Email:
Email to: cibaquote@cibaservices.com
Submissions will be responded to within 48 hours with one of three
emails:
Acknowledgment:
Your submission is clear!
You will be notified
via email, letting you know
what date to expect your
quote and who to contact
with updates.
Hold:
Incomplete/missing
information:
You will be notified via email
that your account is on hold
and you have 48 hours to send
in the missing information.
If no response within 48 hours,
your reservation is lost
Declination:
You will receive a
declination via email if
your account has already
been reserved for a
different agency.
Contact your underwriting
team with questions.
Sec. 7: Submissions

64
To Submit New Business via Email:
cibaquote@cibaservices.com
PLEASE INCLUDE THE FOLLOWING:
Effective Date:
Date the coverage
should go into effect.
NOTE: We do not accept
submissions if effective
date is over90 days away.
Need By Date:
Date you need the
quote by.
If Missing Effective Date:
We will choose a date for you 30
days away. Your underwriter will
contact your for actual effective
date.
If Missing Need By Date:
We will choose a date 21 days
before your effective date.
Sec. 7: Submissions

Reservation Rights for 90 days on completed Quote
For Single Locations
Obtain immediate quote on eligible properties
Secure Immediate Clearance & Reservation
Revise Quote & Save versions
If system flags a submission for underwriter review, it will be
responded to within 48 hours (see next slide for referral reasons) 65
To Submit New Business Online Quote System
Sec. 7: Submissions

• TIV Greater than $10 Million
• Locations with more than 50% of building
area occupied by restaurant tenants
• Locations with more than 50% of building
area unoccupied
• Armed security guards or guard dog on
premises
• Locations in ISO Protection Class 8, 9 or 10
• Residential occupancies with aluminum
wiring
• Locations built prior to 1950
• Locations with dry cleaning plant tenants
• Locations with boat docks or piers
• Buildings over 3 stories
• Student housing or assisted living
• Locations without a complete fence around
the pool or have swimming pools with
diving boards or slides
• Locations that have more than one loss or a
loss more than $25k
• Locations in these states: Alaska, Florida
• Earthquake and flood coverages are
available if requested
66
Online Quote System: Referrals
Our Online Quote System may refer the submission to your
Underwriter for the following reasons:
Sec. 7: Submissions

67
Sec. 7: Submissions

68
Follow the program,
entering in all necessary
information to receive your
quote
Sec. 7: Submissions

• Liability Coverage for Owner
Occupied Properties
• Hotel/Motel Operations
• Boarding houses, or when units are
rented on a daily or weekly basis
(SRO)
• Locations in these states: Alaska,
Florida & New York (property only)
69
Online Quote System: Declination
The following parameters will result in a Declination
Sec. 7: Submissions

70
48 Hour Hold
Via Online Submissions & Email Submissions
If you are missing essential information we will place your
submission on a 48 hour hold
You will receive notice via email that we
are missing information & account was
placed on hold
Reservation HELD during 48 hour hold
If we do not receive the missing
information within the 48 hour hold,
reservation right is lost for your agency
(notice will be sent via email)
Sec. 7: Submissions

71
Reservations
Via Online Submissions & Email Submissions
All Reservations are Effective for
90 Days if Cleared
Sec. 7: Submissions

7272
CIBA provides 3 day rescinding period to incumbent broker.
BOR not accepted on released quotes (both renewal and new)
Broker of Record (BOR)
Change Requests
Submit to Underwriter
• On Named Insured’s Letterhead
• Signed by the Named Insured
• Must state New Broker Name in Letter

Quotes
Receiving your Quote
73
Section 8

74
Quotes
Quotes are:
• Provided on Account Basis
• Priced by Individual Location
• Quoted with Optional Coverages
• Provided with requested coverage & optional coverage for
which the submission is eligible
• Based on Total Insured Values (TIV)
• Broker responsible for advising of “Home State” under NRRA
for Surplus Lines Tax reporting
All Quotes are valid for 30 days from Quote Date
Sec. 8: Quotes

75
Quote Delivery
• Quote Release Date:
• Renewal - 21 days before effective date
• New Business - within 5 days from date submitted
with complete application or 21 days before effective
date or on stated need-by date if provided
• All Quotes are delivered to the Online
Broker Portal “Documents” section for
downloading
• Includes links to individual State’s
surplus lines forms
Sec. 8: Quotes

76
Quote Delivery
Broker Quote Packet:
• Documents for your agency use,
including pricing
Participant Quote Packet:
• Documents to place in
your client presentation
provided to you in two separate pdf’s via email
Sec. 8: Quotes

77
Broker Quote Packet
• Quote Summary with annual premiums,
program fees and surplus lines taxes
and fees
• Broker Location Summary with
premiums, deductibles and limits by
location
• Surplus Lines filing information
• Terrorism offer
Your Quote Includes:
• Commission stated & Calculated for
coverages + optional coverages
• All Premiums are Gross
• Quoted With & Without TRIA
• Optional Coverages
Shown (that location
is eligible for)
Quote Information:
Sec. 8: Quotes

78
Participant Quote Packet
• Schedule of endorsements that apply
to this quote
• Program Appendixes (schedules of
participating insurance companies)
• CIBA Payment Plan Offer (if this
account qualifies)
• Insurance Certificate Monitoring
(ICM) Service Offer
• Renters Liability Program for
qualifying residential accounts
• CIBA Coverage Comparison
Form
The Client packet includes:
The packet designed for your
client is available in the Broker
Portal in a PDF for easy
downloading and printing or
emailing. The documents in
the file can be inserted easily
into your presentation.
Sec. 8: Quotes

79
Renewal Quotes
Process
60 days prior to
renewal:
Non-renewal &
Conditional renewal
letters are sent
60 to 30 days prior to
renewal:
Underwriters are
available to discuss
and negotiate issues
or concerns on
individual accounts
prior to finalizing
renewal offer
21 days prior to
renewal:
quote released*
*if needed earlier,
please contact your
Underwriter
Sec. 8: Quotes

Binding Coverage
The Binding Process
80
Section 9

81
Binding Coverage via CIBAQuote Email
Submission cibaquote@cibaservices.com
Send an e-mail message requesting CIBA to bind coverage, and be sure to
include the following in your email message:
1. All the coverages that
are required, including
corresponding premiums,
taxes and fees.
2. Whether TRIA is
included or excluded.
3. The requested
effective date of
coverage.
Sec. 9: Binding Coverage
NOTICE: CIBA Broker are not authorized to issue a Certificate of Insurance, it must be obtained
through our website or from your CIBA Underwriter.

82
To Bind coverage, select saved version best meeting clients’ needs.
Submit to Underwriting
Receive immediate bind request acknowledgement
Receive confirmation of bind from Underwriter
Download documents from the Broker Portal
Binding Coverage via Online Broker
Portal

83
Billing Options
Agency Bill (Standard Method)
• Retained commission
Direct Bill (CIBA to Insured)
• Commission Paid to Broker upon receipt from insured
• Arrange by advising your Underwriter at time of binding
CIBA Direct Bill Payment Plan
For accounts $5,000 or more in Gross Premium
Down Payment:
• 25% of Gross Premium + Surplus Lines Tax & Fee
• 3 Installment Payments
• Extended installments available for larger premium accounts
• Ability to modify for eligible accounts provided in the Broker
Portal
• Commission paid to Broker upon receipt of payments

84
Benefits of CIBA Payment Plan
Payment Plan Comparison to Standard Finance Agreement
Total Annual
Premium
+
Service Charge
= Total Down Payment
$16,332 $125 $4,714
Installments
Due at 30 Days Due at 60 days Due at 90 days
$3,914 $3,914 $3,914
Total Price of
Premiums
+ Finance
Charge
Cash Down
Payment
Annual
Percentage Rate
$16,332 $468 $5,453 9.28
Amounts of Monthly Payment Number of Payments
$1,135 10
Total Amount Paid : $16,800Total Amount Paid : $16,456
CIBA Payment Plan
Total Savings by choosing CIBA Payment Plan: $344.00
Total Annual
Premium
+
Service Charge
= Total Down
Payment
$135,522 $250 $34,130
Installments
may qualify for extended payments
Due at 30 Days Due at 60 days Due at 90 days
$33,880 $33,880 $33,880
Total Price of
Premiums
+ Finance
Charge
Cash Down
Payment
Annual Percentage
Rate
$135,522 $4,629 $44,722 9.28
Amounts of Monthly Payment Number of Payments
$7,952 12
Total Amount Paid : $140,151
Total Amount Paid : $135,772
Total Savings by choosing CIBA Payment Plan: $4,379
Standard Premium Financing Agreement
ExampleAExampleB

Added Value
For Program Participants
85
Section 10

86
Added Benefits
Contact Christina Ortiz to Enroll!
Email: icm@cibaservices.com | Ph. 818.853.5173
Sec. 10: Added Value

87
Added Benefits
Contact Christina Ortiz to Enroll!
Email: icm@cibaservices.com | Ph. 818.853.5173

88
Added Benefits
Renters Liability Program
CIBA’s Renters Liability Protection provides resident liability coverage designed to maximize
protection for each unit from resident-caused damage. Our program is designed to protect an owners
bottom line by providing each occupied unit with $100,000 of liability coverage for:
Contact Lisa Qiang for more information
818.853.5136Sec. 10: Added Value

89
Added Benefits
Renters Liability Program
Contact Lisa Qiang for more information
818.853.5136
Eliminates need to
require tenant
obtained renters
insurance
Protects Owners
Profitability
Reduce expenses
incurred for repairing
tenant caused damages
falling under property
insurance deductible
Stabilize property
insurance rates through
reduced claims activity
No Cost to Owner!
Cost passed on to
tenant through
“Community
Maintenance Fee”
included in rents
Supplemental
Endorsement:
Provides Owner with
Opportunity for
Refund of Premium
to Cover “Profit
Leakers” following the
end of policy period
*Please review landlord
supplemental coverage
endorsement
Added Value to Apartment Complex Owners

90
Added Benefits
Inspections for CIBA & Non-CIBA Accounts
Randy Morris, CIBA Insurance Services
rmorris@cibaservices.com
Different property types require different inspections, which
is why CIBA Inspections are specific to the type of property
they are working on. CIBA Inspections are available for most
location types including: warehouses, light manufacturing,
retail strip centers, distribution centers, industrial parks, self-
storage facilities, office buildings, apartments, homeowners
associations, condominiums, mixed-use buildings, planned
unit developments, single family dwellings, vacant buildings,
and more. We also conduct jurisdictional boiler inspections.
Contact us today to see if your location qualifies.
• Cover Letter: A short introduction
• Property Report (specific to property type): Our
comprehensive inspections report includes a brief
overview of the operations at the location inspected along
with the specifics of Construction, Fire Protection,
Exposure Summaries, and any other notable portions of
the property (such as pools, fitness centers, etc.) and
observation/recommendations.
• Photos: Property photos are provided within the report
as well. CIBA includes a birdseye view (when available)
along with exterior views from each side of the building,
interior, high hazard areas, and any areas that are in need
of immediate attention. Infrared imaging available. Our inspections team covers areas across the nation.
Quotes are generated per location and based on a number of factors including property type, location, number of buildings, and
more. An additional fee may be charged for rush inspection requests. To obtain your quote, contact Randy Morris using the
information below.
Comprehensive Reports Specific to your Property Type
For Locations Across the U.S.
Interested? Obtain your Quote Today
The same great service you see from our professional and knowledgeable Inspections Services team is now
available for non-CIBA accounts as well for a nominal fee.

91
Added Benefits
Provides Program Participants with…
Free Online Legal Advice for Commercial Real Estate related Matters
Flexible Account Payment Plan Options
Loss Control Advisories & Seminars
Commercial Real Estate Seminars
Loss Control Program
And optional Service Programs:
• Insurance Certificate Monitoring Program (ICM)
• Renters Liability Program
• Flexible Payment Plan

Claims
CIBA Claims Process
92
Section 11

93
Claims Adjusting Group (CAG)
CAG is CIBA’s in-house Claims Adjusting Group
that works with our
in-house Defense team, CP Law Group
to handle your claims with the highest level of
customer service available.
Sec. 11: Claims

94
Claim Reporting: Forms
Claim reporting information and the reporting
forms are available:
on CIBA’s website at http://www.cibaservices.com/
and in the Broker Portal at http://broker.cibaservices.com/
Sec. 11: Claims

95
Claim Reporting: Process
Email the completed form to Claims Adjusting Group (CAG) at
claims@claimsadjustgrp.com or fax it to (818) 638-8530
To report a SEVERE PROPERTY claim, or to report a claim after
normal business hours or on a holiday, please call (818) 645-1079
The assigned adjuster will attempt to make contact within 24 hours
to discuss the claim and set up an appointment to inspect the
damages
Sec. 11: Claims

96
Property Claims Process
First 24 hours...
1. Claim Assigned to CAG Adjuster to Oversee
• Sends written acknowledgment of claim to insured
• Makes voice to voice contact with the insured
2. Contact is made with insured & an inspection date/time is set
When a claim is received, it is set up and assigned to a CAG Adjuster within 4
business hours
Sec. 11: Claims

97
3-5 Days
Loss is inspected, initial scope of loss completed
4-15 Days
Loss Adjustment Process Continues
• CAG Adjuster & Consulting Contractor work together to scope the loss
• Contractor develops estimates of work requirements/costs per the scope of the loss
Receive estimate from Consulting Contractor for Review
• CAG conveys carrier’s acceptance/denial in whole or part
• or, advise insured if additional time required
Sec. 11: Claims

98
By Day 30:
• Acceptance / agreement of settlement by insured (or status letter sent to insured
detailing why more time is needed
• Clarify Actual Cash Value (ACV) Settlement and Estimated Amount of Recoverable
Depreciation (RCV)
• Exchange ACV Payment for Executed Proof of Loss by Insured
Sec. 11: Claims

99
Claims Process
Additional Information:
• Large losses:
• Additional inspections may be needed
• Engineers/Experts may be called in to evaluate
• Carrier may become more involved
• Supplement damage may be discovered during repair
• Adjuster will inspect, complete adjustment process
• Make ACV payment in exchange for Proof of Loss
Sec. 11: Claims

100
Recoverable Depreciation
(RCV)
• RCV is an estimate above ACV for actual repair or replacement
• Repairs must be completed or property replaced
• Proof of repair cost needs to be provided to adjuster
• Adjuster will inspect to verify completion
• Adjuster will submit report/request for payment
• Payment made in exchange for executed Proof of Loss by insured
Sec. 11: Claims

101
Liability Claims Process
Loss Submitted
• Loss is submitted by
broker, insured, or
claimant
Claim Created
• A claim is created and
coverage is confirmed
(effective dates and
location) by the Claims
Admin team (this usually
occurs within 2 hours of
receiving the loss report)
Clears / Does not Clear
• Clears: the claim is assigned
to an adjuster (usually
within an hour of coverage
being cleared). The adjuster
assigned is based on
licensing and experience.
Does Not Clear: The claim is
assigned to our coverage
analyst for investigation and
potential denial of coverage.
Contact Insured
• Adjusters contact the
insured within 24 hours.
The purpose of contacting
the insured first is to
obtain any knowledge,
documentation, etc., the
insured has regarding the
alleged loss.
Sec. 11: Claims

102
Liability Claims Process
Contact
Claimant or
Attorney
•Adjusters contact the
claimant or attorney to
determine the severity of
injuries or damages and
to ask them to provide us
with a description of
how, when and where
the loss occurred
Claim
Resolved
•Once all documentation
and information has
been gathered, the claim
is resolved, either by
payment to the claimant
or by liability denial.
Payment
Made
•If payment is made, an
invoice will be sent to the
insured for deductible
recovery.
Questions?
•If you have questions
during any portion of this
process, contact CAG.
Sec. 11: Claims

Inspections & Loss Control
103
Section 12

104
CIBA’s Loss Control division has an in-house
team of experienced Field Consultants employed
to provide professional loss control services and
property inspections.
Loss Control Services are available for CIBA and
Non-CIBA Participants
Sec. 12: Loss Control Program

105
Loss Control Program Fees
A Loss Control Program Fee is based on size of location
and is charged in support of the CIBA Loss Control
Program to provide loss control bulletins, informational
newsletters, and seminars as well as to conduct property
inspections.
The property inspections are based on a weighted priority
system and a location may or may not be inspected as
part of the new business or renewal process

106
New Business Property Inspections
New locations added to the CIBA Program are inspected
based on a risk rating criteria that includes TIV, Year Built,
Property Type, Occupancy and Habitability rating.
Upon completion of the inspection a written report is
prepared for underwriting review and distributed to the
Broker and CIBA Program Participant.

107
Property Inspection Findings
The Field Consultant will issue a letter to the Broker and the
CIBA Program Participant outlining the areas of concern and
the recommendation for action to resolve the issue.
If the Participant needs a reasonable amount of time to
complete the recommendations, they should communicate their
intent with the Field Consultant so the Field Consultant is aware.
If the property inspection reveals findings that
are advisory or critical in nature...

108
Advisory & Critical Recommendations
If a recommendation is made, the Field Consultant will follow up with the Participant
via email within 60 days & again at 90 days to record progress or completion of the
recommendations.
If the record does not show completion of the recommendations, a follow up will be
made by the Field Consultant at the 8th month of the policy year before the locations
goes to underwriting to enter the renewal underwriting process.
The underwriter will evaluate incomplete recommendations as part of the renewal
underwriting process to determine if a renewal offer will be made.

109
Location Ratings
Each location is rated separately for Property & Liability
• Each location is given an internal specific rating of Above Average, Average,
Below Average, or as a High Risk Notification, based on the inspection results.
• Properties that qualify as a High Risk Notification (HRN) will be addressed
immediately with the underwriter
• Properties that fall Below Average will be reviewed for non-renewal or an
increased premium or deductible if not addressed before the renewal period.

110
High Risk Notifications (HRN)
If the property inspection reveals one of the following:
• Property Usage misrepresented in original application
• Multiple findings that are critical or some that are severe in nature...
The Field Consultant will issue a High Risk Notification
(HRN) to the underwriter.
The HRN process involves an additional review by the underwriter and
communication with the Broker of Record. There are multiple outcomes of
the HRN process:
1. The underwriter may offer the Participant the policy term to address
all areas of concern with the expectation that any and all repairs
would be completed by the time the location enters the renewal
underwriting process. If not completed, the underwriter may issue a
non-renewal.
2. The underwriter may offer a specific period of time for the
Participant to address all areas of concern and, if the repairs are not
completed by then, the underwriter may ask the Broker to replace
coverage
3. The underwriter may ask the Broker of Record to replace coverage
immediately

111
Renewal Property Inspection
Upon completion of the
inspection a written
report is prepared for
underwriting review and
distributed to the Broker
and CIBA Program
Participant.
At this point, the process
is the same as the new
business inspection
process as it regards
issuing the report,
advising the Participant in
regards to advisory and
critical areas of concern,
HRN, follow up and
renewal process review.
Locations currently
insured through the CIBA
Program are entered into
the reinspection process
when it has been at least
3 years since the prior
inspection. Or, upon
request by the
underwriter.
Locations continuing to be insured through the CIBA Program will be subject to
re-inspection based on a risk rating criteria that includes TIV, Year Built, property Type,
occupancy, Losses, Prior Inspection results, Crime and Habitability rating.

112
Valuable loss control information is available to the Broker in the
Broker Portal and on CIBA’s website for distribution to CIBA Participants.

113
Loss Control Marketing Materials
Newsletters Loss Control Bulletins
Found on the Broker Portal & Website
Quarterly updates to Program
And seasonal information
Information on specific
Risk Management Topics

CIBA Foundation
Making a Difference
114
Section 13

115
Amy Lochmoeller
818.853.5152
alochmoeller@cibaservices.com
www.cibafoundation.com
Since founding in 2005, the CIBA Foundation has given back to communities across the U.S.
by awarding grants that directly help enrich the lives of disabled and disadvantaged
children.
We encourage our Brokers to submit recommendation of charitable organizations that fit our mission of helping
disabled and disadvantaged children. If approved, recognition will be given to you and your agency for suggesting
the organization, allowing you to stand out in your community
Donations of $300 or more will be recognized on our Foundation Website.
Stand out in your community
Stand out with CIBA
CIBA was excited to join the annual Stroll & Roll (2017). Through
donations from staff and brokers, we were able to surpass our goal! All
money raised goes to programs for children with disabilities.
Contact Us:
If you have a suggestion of an organization or would like
to make a donation to help us continue our mission, please
contact us using the information below.
CIBA Foundation
Sec. 13: CIBA Foundation

116
CIBA Foundation
UPWARD Phoenix, AZ
UPWARD provides many services, including an outpatient therapy that supports under-insured, low-income children with mild to
severe developmental delays and/or disabilities. CIBA Foundation grant went directly to the children participating in their outpatient
therapy and will include purchasing items such as adaptive toys, vision assessment materials, sensory supplies, feeding therapy items,
and more!
AbilityFirst Pasadena, CA
AbilityFirst provides programs for children with disabilities and special needs services
to help participants reach their full potential throughout their lives. CIBA Foundation
grant went directly towards building them a new basketball court, encouraging growth
and teamwork.
Take a look as we visit the AbilityFirst center in Pasadena and talk with a few of the
children and staff. https://www.youtube.com/watch?v=hU4KI4V_2xM&t=161s
Making a Difference
Judi's House Denver, CO
Judi's House provides help and support for children and families grieving a death find connection and healing. CIBA Foundation grant
went directly towards providing a comfortable and safe place for their youngest clients aged three to eleven. Including bean bag chairs
and items to provide education and support both in their facilities and while traveling to specific locations.
With your help & generosity, the CIBA Foundation has been able to provide support for many organizations that have
helped to enrich the lives of disabled and disadvantaged children. Here are only a few of the grants CIBA has had the
privilege of awarding:
Sec. 13: CIBA Foundation

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