Broker information for the CIBA Insurance property and casualty program

1. BROKER
A Comprehensive Overview of the CIBA Program
TRAINING
1
10.25.18

2. 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. 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. 37
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. 91
Section 12: Loss Control Program.. Pg. 102
Section 13: CIBA Foundation……… Pg. 113
Table of Contents

4. Program Basics
Introduction to the CIBA Program
4
Section 1

5. 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. 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 locations

7. Organization
Headquarters
Glendale, CA
Chicago, IL Dallas, TX Phoenix, AZ
7
Sec. 1 : Program Basics
Philadelphia, PA
Regional Offices

8. Organization - Departments
8
Sec. 1 : Program Basics
President & CEO
Michael Marino
Underwriting
Support
Julie Kim
jkim@cibaservices.com
Underwriting
Manager
Tim Dillon
tdillon@cibaservices.com
Property Claims
Jeff Morris
jmorris@claimsadjustgrp.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
CP Law Group
Michael Kennick
mkennick@cplawgrp.com
&
Jonathan Wallack
jwallack@cplawgrp.com
COO
Gene Nardone
Inspections & Loss
Control
Alex Malotte
amalotte@cibaservices.com
Liability Claims
Michael Kennick
mkennick@cplawgrp.com

9. 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
Sec. 1 : Program Basics

10. 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
Sec. 1 : Program Basics

11. 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
Sec. 1 : Program Basics
• *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

12. The CIBA Program is a premier insurance
program. Offering coverage for:
12
Sec. 1 : Program Basics

13. 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
Sec. 1 : Program Basics
Because of their professional in-house Claims Handling

14. The CIBA Program is currently serving
most states
*Property coming soon in New York
*Neither Property nor Liability written in NYC
14
Sec. 1 : Program Basics

15. 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
Sec. 1 : Program Basics

16. 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
Sec. 1 : Program Basics
*
*based on 2017 numbers

17. The CIBA Program has historically
retained approximately
80%
of locations on renewal
17
Sec. 1 : Program Basics

18. The agreement between your agency
&
CIBA Insurance Services
is not an Agency Agreement, it is a
Broker Agreement
Broker Agreement Key Points
!
18
Sec. 1 : Program Basics

19. 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
Sec. 1 : Program Basics

20. 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
Sec. 1 : Program Basics

21. Carriers
Carriers for the CIBA Program
21
Section 2

22. 22
AM Best No. 2018 CARRIER
AM Best
Rating
Financial
Size
NAIC
12630
ASPEN SPECIALTY INSURANCE COMPANY A XV 10717
047902
CERTAIN UNDERWRITERS AT HDU SYNDICATE 382 A XV
AA1126382
048944
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - BRIT SYNDICATE 2987 A XV AA1128987
047731
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - HISCOX SYNDICATE 0033 A XV AA1126033
049259
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - HISCOX SYNDICATE 3624 A XV AA1120098
048329
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - NOVAE SYNDICATE 2007 A XV AA1120071
048293
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - VALIDUS SYNDICATE 1183 A XV AA1127183
048339
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - VALIDUS SYNDICATE 4472 A XV AA1126006
048339
CERTAIN UNDERWRITERS AT LLOYD’S, LONDON - XLC SYNDICATE 2003 A XV AA1128003
048333
CERTAIN UNDERWRITERS AT LLOYD’S AMTRUST SYNDICATE 1861 A XV
AA1127861
088975
CERTAIN UNDERWRITERS AT LLOYD’S ARK SYNDICATE 4020 A XV
AA1120075
048930
CERTAIN UNDERWRITERS AT LLOYD’S ASCOT SYNDICATE A XV
AA1127414
049219
CERTAIN UNDERWRITERS AT LLOYD’S LIBERTY SYNDICATE 4472 A XV
AA1126006
086485
CHUBB EUROPEAN GROUP LIMITED A++ XV AA1120810
003283 COLONY INSURANCE COMPANY A XIII 39993
3759
EVANSTON INSURANCE COMPANY A XV 35378
010783 FIRST SPECIALTY INSURANCE CORPORATION A++ XV 34916
The CIBA Program Carrier Ratings
2018-20

23. 23
AM Best
No.
2018 CARRIER
AM Best
Rating
Financial
Size
NAIC
086160
GREAT LAKES INSURANCE SE A+ XV AA1120697
010604 HOMELAND INSURANCE COMPANY OF NEW YORK A X 34452
011340 INDIAN HARBOR INSURANCE COMPANY A XV 36940
086486 INTERNATIONAL INSURANCE COMPANY OF HANNOVER SE A+ XV AA1120822
013866 IRONSHORE SPECIALTY INSURANCE COMPANY A XV 25445
012619 LANDMARK AMERICAN INSURANCE COMPANY A+ XIV 33138
012078 LIBERTY SURPLUS INSURANCE CORPORATION A XV 10725
012563 MAXUM INDEMNITY COMPANY A+ XV 26743
004377 MITSUI SUMITOMO INSURANCE COMPANY of AMERICA A+ XV
004377 MITSUI SUMITOMO INSURANCE COMPANY of AMERICA A+ XV
002428 NATIONAL FIRE & MARINE INSURANCE COMPANY A++ XV 20079
10761 NAVIGATORS SPECIALTY INSURANCE COMPANY, INC. A XII 36056
12170 PRINCETON EXCESS AND SURPLUS LINES INSURANCE COMPANY A+ XV 10786
3292 SCOTTSDALE INSURANCE COMPANY A+ XV 41297
003557 STEADFAST INSURANCE COMPANY A+ XV 26387
003128 UNITED NATIONAL INSURANCE COMPANY A XI 13064
003132 WESTERN WORLD INSURANCE COMPANY A XV 13196
The CIBA Program Carrier Ratings cont.
2018-20

24. 24
Participation is described in
the Schedule of
Participating Insurance
Companies, or Appendix,
attached to each
declarations page
Sec. 2 : Carriers
Available on Broker Portal

25. 25
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

26. 26
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 15-26: The structure was...
“…reviewed with Fannie Mae Single Family Unit for compliance…”
Sec. 2 : Carriers

27. 27
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
General aggregate per location on Primary & Excess
Sec. 2 : Carriers
$5 Million
LEXINGTON INSURANCE COMPANY – BOSTON
$5M Million excess of $5 Million
CERTAIN UW AT LLOYDS LONDON – BRIT SYN 2987

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

29. 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. 30
Properties that would be good prospects for the CIBA Program are:
Sec. 3 : Underwriting Appetite

31. 31
No Building Age Restrictions
&
No TIV Restrictions
Sec. 3 : Underwriting Appetite

32. 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)
Sec. 3 : Underwriting Appetite

33. Coverage
Premier Coverage
33
Section 4

34. 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. 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. Coverage Highlights: Property Coverage CIBA Coverage Standard ISO Forms
Property - Settlement Feature Replacement Cost (100% 125% and 150% Real
Property Replacement Cost Endorsements
available)
Actual Cash Value or Replacement Cost up to
specified limit depending on quote
Coinsurance Requirement No coinsurance 80%, 90%, 100% coinsurance or Agreed Value
depending on quote
Extended Period of Indemnity 180 Days 30 Days
Tenant Relocation Expense $100,000 Not Included
Fire Fighting Materials or Expenses $100,000 $1,000
Off Premises Services Interruption $100,000 Excluded
Water Damage (Back Up of Sewers or Drains) $100,000 Excluded
Outdoor fences, radio and television antennas
(including satellite dishes), signs not attached
to buildings
Included in Real Property $1,000
36
The CIBA Property Program
Click to View Full Comparison
Higher
Sub-Limits on many Coverages
Sec. 4: Coverage
Additional Coverages
not usually provided by Standard Line BOP Competitors

37. Marketing & Sales
Highlighting the CIBA Program
37
Section 5

38. 38
Marketing Resources
Marketing Pieces Newsletters Loss Control Bulletins
Found on the Broker Portal & Website
Sec. 5: Marketing Materials

39. 39
Co Branding
FREE for all of our Authorized CIBA Brokers
Interested? Contact Lisa Qiang at 818.853.5136 or
email lqiang@cibaservices.com
Sec. 5: Marketing Materials

40. 4040
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
Sec. 5: Marketing Materials
• 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)

41. 4141
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
Sec. 5: Marketing Materials

42. Broker Portal
Your connection to important CIBA
information
42
Section 6

43. 43
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

44. 44
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.).

45. 45
CIBA’s Broker Portal:
A gateway to resources, supporting your success
Manage your agency. Serve your insureds.
Sec. 6: Broker Portal

46. 46
User Settings
All Users: Edit own info (name/passwords/etc.)
Admins: Access to add new users/delete old users/update user passwords
Sec. 6: Broker Portal

47. 47
Applications & Supplementals
Access to download all CIBA Applications / Supplementals
CIBA also accepts competitor’s applications & supplementals
Sec. 6: Broker Portal

48. 48
Broker Program Update
Program Changes for Current Policy Year
Sec. 6: Broker Portal

49. 49
Online Quote System
Evidence of Insurance Request
Sec. 6: Broker Portal

50. 50
Online Quote System
Submit New Submissions Online
Some restrictions apply
ABC Prop LLC 00/00/0000 Quoted
Appletree Inc 00/00/0000 Pending
.Greenways Zone LLC 00/00/0000 Referred
Sec. 6: Broker Portal

51. 51
Payment Plan
Set up Payment Plan on Eligible Accounts
Sec. 6: Broker Portal

52. 52
Submission Status
Check Status of Submissions
ABC Prop LLC 00/00/0000 Bound
Appletree Inc. 00/00/0000 Quoted
Greenways Zone LLC 00/00/0000 Referred
Sec. 6: Broker Portal

53. 53
Loss Runs
Search & Download all available Loss Runs
Sec. 6: Broker Portal

54. 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
Sec. 6: Broker Portal

55. 55
Documents
Download Quotes, New Business Declarations Pages, Invoices,
Renewal Offers, and all other account-related documents
File Name
123_RenewalQuote_ABC Properties_Q12424 00/00/0000
123_Invoice_ABC Properties_Q12424 00/00/0000
123_Quote_ABC Properties_Q12424 00/00/0000
Sec. 6: Broker Portal
Created

56. 56
Policy Forms
Obtain all insurance policy forms and appendices
Sec. 6: Broker Portal

57. 57
Broker Announcements
CIBA Broker Announcements:
Stay current on all CIBA Program Updates
Sec. 6: Broker Portal

58. 58
Additional Marketing Resources
Download Marketing pieces and
access information
Sec. 6: Broker Portal

59. Submissions
Submitting New Business
59
Section 7

60. Minimum Information Required:
Named Insured
Effective Date & Need- by 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
Loss Histoy
60
Submissions
Sec. 7: Submissions

61. 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. 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. 63
To Submit New Business via Email:
Email to: cibaquote@cibaservices.com
Submissions will be responded to within 48 hours with one of four 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
Update Agency
Information Request:
If we find the following
incomplete/missing agency
information:
Agency E&O: You will be
notified via email that we
cannot reserve the account
until we receive proof of your
updated E&O coverage. You
must resubmit the account.
Surplus Lines License: You will
be notified via email if we do
not have a current Surplus Lines
for your agency. Reservation
will continue per usual (no
hold)

64. 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 over 90 days away.
Need By Date:
Date you need the
quote by.
If Missing Effective Date:
We will choose a date for you 14
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

65. Reservation Rights for 90 days on completed Quote
For Single Locations
Your priority quote will be returned within 3 days on eligible
properties
Secure Immediate Clearance & Reservation
Your CIBA Underwriter will review all online quotes on a priority
basis
65
To Submit New Business Online Quote System
http://broker.cibaservices.com/
Sec. 7: Submissions

66. • 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
http://broker.cibaservices.com/
Our Online Quote System will refer the submission to your
Underwriter for the following reasons:
Sec. 7: Submissions

67. 67
To Submit New Business Online Quote System
http://broker.cibaservices.com/
Sec. 7: Submissions

68. 68
To Submit New Business Online Quote System
http://broker.cibaservices.com/
Follow the program,
entering in all necessary
information to receive your
quote
Sec. 7: Submissions

69. • 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
http://broker.cibaservices.com/
The following parameters will result in a Declination
Sec. 7: Submissions

70. 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. 71
Reservations
Via Online Submissions & Email Submissions
All Reservations are Effective for
90 Days if Cleared
Sec. 7: Submissions

72. 7272
CIBA provides 3 day waiting 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
Sec. 5: Marketing Materials

73. Quotes
Receiving your Quote
73
Section 8

74. 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. 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. 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. 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. 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. 79
Renewal Quotes
Process
120 Days prior to
renewal:
Renewal
applications are
sent*
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 *Completed Renewal applications must be returned to us 60 days prior to renewal to prevent delay in process

80. Binding Coverage
The Binding Process
80
Section 9

81. 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 Brokers are not authorized to issue a Certificate of Insurance, it must be obtained
through our website or from your CIBA Underwriter.

82. 82
http://broker.cibaservices.com/
To Bind coverage, select saved version best meeting clients’ needs.
Submit to Underwriting
Receive immediate bind request acknowledgement
Receive written confirmation of bind from Underwriter*
Download documents from the Broker Portal
*Coverage not in effect until written confirmation is received from underwriter
Binding Coverage via Online Broker
Portal
Sec. 9: Binding Coverage

83. 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
Sec. 9: Binding Coverage

84. 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
Sec. 9: Binding Coverage

85. Added Value
For Program Participants
85
Section 10

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

87. 87
Added Benefits
Insurance Certificate Monitoring
Contact Christina Ortiz to Enroll!
Email: icm@cibaservices.com | Ph. 818.853.5173
Sec. 10: Added Value

88. 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
lqiang@cibaservices.com
818.853.5136Sec. 10: Added Value

89. 89
Added Benefits
Renters Liability Program
Contact Lisa Qiang for more information
lqiang@cibaservices.com
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
Sec. 10: Added Value

90. 90
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
Sec. 10: Added Value

91. Claims
CIBA Claims Process
91
Section 11

92. 92
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

93. 93
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

94. 94
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

95. 95
Property Claims Process
Within 24 hours…
• Claim Assigned to CAG Adjuster
• Coverage is verified
• Written acknowledgment is sent to the insured and copied to the broker
• Voice to voice contact with the insured
• Inspection date/time is set as needed
*Process timeline is an adjuster guideline. Specific time frames may vary.
When a claim is received, it is set up and assigned to a CAG Adjuster
within 4 business hours
Sec. 11: Claims

96. 96
Property Claims Process
Within 7 Days
• Loss is evaluated/inspected, initial scope of loss completed
7-14 Days
Loss Adjustment Process Continues
• CAG Adjuster refines scope & estimates damages
• CAG adjuster submits report of coverage and damages for carrier consideration
*Process timeline is an adjuster guideline. Specific time frames may vary.
Sec. 11: Claims

97. 97
Property Claims Process
Within 30 days:
• Coverage of loss is conveyed to customer
• Initial payment is issued if coverage is offered
Ongoing
• Claim is monitored as customer completes repairs
*Process timeline is an adjuster guideline. Specific time frames may vary.
Sec. 11: Claims

98. 98
Claims Process
Additional Information:
• Complex 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 as
needed to complete adjustment process
Sec. 11: Claims

99. 99
Recoverable Depreciation
• Replacement Cost Value (RCV) is defined in the policy and is payable beyond the
Actual Cash Value (ACV) upon completion of repairs.
• Repairs must be completed or property replaced
• Proof of repair cost necessarily spent must be provided to adjuster
• Adjuster may inspect to verify completion
• Adjuster will submit report/request for payment to the carrier(s)
• Payment made in exchange for executed Proof of Loss by insured
Sec. 11: Claims

100. 100
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.
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.
The purpose of contacting the
insured first is to obtain any
knowledge, documentation,
etc., the insured has
regarding the alleged loss.
Sec. 11: Claims

101. 101
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
& Deductible
Recovered
•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.
•Claims Hotline:
818.645.1079
Sec. 11: Claims

102. Loss Control Program
Inspections & Loss Control
102
Section 12

103. 103
Loss Control Program
CIBA’s Loss Control division has a 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

104. 104
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
Sec. 12: Loss Control Program

105. 105
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.
Sec. 12: Loss Control Program

106. 106
Property Inspection Findings
The Loss Control Coordinator 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 Loss Control Coordinator so the Loss Control
Coordinator is aware.
If the property inspection reveals findings that
are advisory or critical in nature...
Sec. 12: Loss Control Program

107. 107
Advisory & Critical Recommendations
If a recommendation is made, the Loss Control Coordinator 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 Loss Control Coordinator 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.
Sec. 12: Loss Control Program

108. 108
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.
Sec. 12: Loss Control Program

109. 109
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 Loss Control Coordinator 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
Sec. 12: Loss Control Program

110. 110
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.
Sec. 12: Loss Control Program

111. 111
Valuable loss control information is available to the Broker in the
Broker Portal and on CIBA’s website for distribution to CIBA Participants.
Sec. 12: Loss Control Program

112. 112
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
Sec. 12: Loss Control Program

113. CIBA Foundation
Making a Difference
113
Section 13

114. 114
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

115. 115
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

116. Training Complete
116
Click here to Confirm Completion of Training