The document discusses the challenges facing the insurance industry in today's competitive environment. It notes that companies struggle to differentiate themselves and create value for customers given the brief transactional nature of insurance relationships. Key customer touchpoints that represent advantages are identified as the point of sale, claims handling, and policy renewal. The document then discusses how identifying important touchpoints requires collaboration across different parts of a company. It concludes that billing represents the most visible and frequently interacted with touchpoint, connecting businesses to customers with every payment.

2. The Challenge Today
In an environment of intense market competition,
understanding constantly evolving consumer expectations is
a major challenge facing the insurance industry. Companies
often struggle to create tangible value for their customers and
differentiate themselves in a digitally-driven environment.
Compounding this problem is that the brief transactional
nature of an insurance relationship seldom provides time to
make a lasting impression. The moments thought to represent
the largest advantage occur at the (A) point of sale, (B) claim
handling, and (C) policy renewal. Aside from these instances,
customers are free to blissfully ignore the insurance company
– and their own policy…unless, of course, they need you. Then,
fast, efficient service can successfully build long lasting trust
and loyalty.
“It’s more cost-effective to retain and sell
to existing customers than to acquire
new ones.”
Successfully identifying or creating important touchpoints
often requires the collaboration of multiple parts of a company
and its outside partners. The IT team needs to be in sync
with product development, which needs to coordinate with
marketing and sales, who need to align messages with the
operational component...and so on. Needless to say, this
represents a real challenge.
Billing represents the most visible and most frequently
interacted-with touchpoint. It connects businesses to
customers at every single payment and between payments
during most account servicing periods. //
In an environment of intense market competition, understanding the constantly evolving expectations of your customer
is a major challenge facing the insurance industry today. Companies often struggle to create tangible value for their
customers and differentiate themselves in a digitally-driven environment.
The brief transactional nature of an insurance relationship compounds this problem, and seldom provides the time to
make a lasting impression. The moments that represent the largest advantage occur at: (A) the point of sale, (B) billing,
(C) claims handling, and (D) policy renewal. Aside from these fleeting instances, customers are free to blissfully ignore
the insurance company – and their own policy – unless of course, they need you. However, when properly implemented,
installment billing can provide a distinct communication advantage for companies.
“Billing can be a differentiator, helping carriers to retain customers in a competitive
marketplace. Retention is a key benefit, especially given that the cost of acquiring
new customers can be up to 10 times the cost of retaining an existing customer.”(1)
Billing represents the most visible and most frequently visited touchpoint. It connects businesses to customers at every
single payment and in-between, during most account servicing periods.
Identifying touchpoints requires the collaboration of multiple parties. The IT team needs to be in sync with product
development, which needs to coordinate with marketing and sales, who need to align messages with the operational
component...and so on.
Input 1 is uniquely positioned to prepare your company for the future of insurance. //
(1)SAS,“CustomerRetention,”www.sas.com,accessedDecember17,2013.

3. 03
04
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06
07
08
09
10
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Maximizing Customer Engagement
Full-Service Mobile
An Integrated Billing Solution
An Enterprise-Class Servicing Platform
An Exemplary Broker and Accountholder Experience
Metrics that Predict Success
A Story of Success
Methodology that Matters
The Overview
Uniquely Positioned to Deliver
For over 30 years, our expertise and practical approach have earned us lasting
partnerships with major insurance providers, nationwide. We’re positioned to rise
up and meet the challenges of today’s marketplace with an array of technology and
servicing standards that you won’t find with any other provider.

4. Maximizing Customer Engagement
At Input 1, we’ve streamlined the entire process and removed the
complexities of maximizing the enterprise value of touchpoints.
We help insurance carriers promote customer affinity using these
touchpoints, and in so doing we help carriers grow their bottom line.
At Input 1 we specialize in transforming your
first-time customers into lifetime customers.
Input 1’s outsourcing platform expertly produces and delivers on
major opportunities for interaction, such as invoices, reminders,
emails, and mobile management. We specialize in crafting these
touchpoints to successfully cross-market your products and
services, build brand awareness, and align your product offerings
with your customer’s needs. We provide a highly competitive
edge by dramatically increasing the impact and frequency of these
valuable interactions, which:
• Initiate important ongoing conversations with your customer
• Successfully predict your customer’s needs
• Align your brand with your customer’s goals
• Connect you to their personal lives
• Demonstrate unwavering dependability
The FACT is: your current touchpoints should be differentiating you
from competitors by building product knowledge and increasing
brand loyalty. If they’re not, you’re losing business. //
04Make a Connection

5. Say Hello to Full-Service Mobile
Insureds expect easy access to their account.
Insurance carriers that don’t deliver will lose
valuable renewal business to competitors that can.
Input 1’s white-labeled mobile website addresses
this expectation. Empower your insureds and
agents with the freedom and convenience they
expect from their insurance carrier!
46%
57%
51%
30%
Great Service,
Account Search
Find any account at any time.
Account Summary
The detail you need, at your fingertips.
Payment History
A complete view of payments.
Policy Summary
The essential policy information.
My Documents
See all your documents in one place.
Make a Payment
Mobile payments made easy!
Contact Us
Provide faster access to great service.
Settings
Portfolio access for all types of users.
Anywhere!
FROM
(1)Source:Novantas©March2016TheFinancialBrand
Percentage of smartphone owners making
regular mobile bill payments in 2016 (1)
Under 30
Ages 30-39
Ages 40-49
50 or Older
PROVIDE
05

6. Our Core Solution Overview
Input 1’s flexible billing solution alleviates concerns of onboarding excess operational or IT resources. After
integration with your existing system(s), account entry happens in real-time, or by batch mode, via a web
service call to Input 1. Every aspect of the billing cycle is meticulously managed by our expert service center.
The billing portal and customer care center, branded with your name, are managed to deliver metrics that
help us reliably predict and prepare for your business volume.
No matter the goal, our outsourcing team is capable of delivering a custom solution to fit your needs. //
Payment Processing
Lockbox File
ACH File
Invoice
Recurring Credit Card and ACH
Coupons
Account Activity
New Business/Renewals
Endorsements
Cancellation Requests
Reinstatements
Rescissions
Online Access
Mobile Website for Brokers and Insureds
Account Information 24/7
Credit, Debit and ACH payment options
Document Retrieval
Agent Commission Information
Automated Reports
Data Exchange
New Account Information
Payment Information
Disbursements
Commissions
Endorsements
Cancellations
Reinstatements
Call Center
Toll-Free Number
White-Label Service
Integrated Voice Response
Notice Handling
Welcome Letter
Invoice
Endorsement Letter
Notice of Intent to Cancel
Notice of Cancellation
Notice of Reinstatement
INTEGRATION
FRAMEWORK
A N I N T E L L I G E N T
06The Platform

7. Capabilities and Features
The Input 1 billing solution delivers one of the most comprehensive and streamlined solutions for the P&C marketplace today.
Our advanced real-time solution, expert staff, and results-driven service center deliver exactly what you and your customers
demand in this rapidly evolving environment. The following are just a few of many features:
Call Center
• Professional, friendly, and knowledgeable staff
• Open Monday - Friday, 9:00 a.m. to 5:00 p.m. in all four continental U.S.
time zones
• A unique, dedicated Toll-Free Number and greeting
• Automated account information and payment options
Technology and Online Services
• Mobile Web Application
• Online account information and detail 24/7/365
• Web Payment Services (Checks, Credit Cards, ACH,
Debit cards)
• Online Cancellation Holds
• Customizable Automated Report Delivery (retail agent
and management-level reports)
• Online document storage and retrieval
• Standard and customized Web Services/XML Data
Exchange
• Custom Web Portals
• Extensive User Security
Commission Management
• Broker Statements
• Multiple-party Disbursements
Comprehensive Administration of your Billing Needs
• Direct Bill and Agency Bill
• Multiple policies per account
• Flexible bill and installment plans (including irregular payment schedules)
• Recurring Credit Card, ACH, Debit, and Invoice
• Notice fulfillment (ODEN-based rules)
• Highly flexible fee structures (Installment Fee, Late Fee, Cancellation Fee,
Reinstatement Fee, Return Item Fee, and Finance Charges)
• Remittance processing
• Customizable Pre-cancellation Notifications (text or email alerts)
• Pre-cancellation/Notice of Intent to Cancel
• Cancellation processing
• Reinstatement processing
• Endorsement processing
• Refund processing
07Input 1 Features

8. Staff
• Access complete audit trails
including every change made from
inception
• Reports delivered via email can be
scheduled daily, weekly, or monthly
• Manage security/access of
company personnel
Policyholders
• View account summary information
• Debit, Credit, and ACH payments
• View and print invoices
• Edit account information
• View and print previously mailed
documents
Agents
• View detailed account information
• Manage electronic notice delivery
• View and print reports, including:
new accounts, pending
cancellations, and reinstatements
Broker and Accountholder Experience
Accountholders and Brokers
demand instant access to their
account information. Failure to
deliver on this will result in losing
touch with an entire generation of
customers. The Input 1 solution
provides real-time access to the
most critical billing details while
also providing online solutions to
the most common requests.
08The Experience

9. The Science of Customer Service: KPIs
Every company talks about providing great customer service, but can they deliver it? Data-driven performance
is where Input 1 excels and helps bridge the gap between where you are and where you need to be.
Throughout the lifecycle of an account, meaningful metrics are derived from every aspect of our service.
These data points, our Key Performance Indicators, are closely examined and acted upon to reduce customer
wait times, reduce abandonment rates, and improve work flow. These analytics also highlight microtrends in customer service
and accurately forecast even minor fluctuations in volume and staffing needs. What does this all mean? It means that we make
adjustments to address service issues well before they occur. The end result dramatically improves customer engagement and,
ultimately, retention. //
Predicting Service Needs With Call Metrics
Consistent management yields consistent, predictable production.
Abandonment Rate
The percentage of callers
who hang up before
being connected to a live
representative
Average Queue Time
The average time that
a caller has to wait
before speaking to a live
representative
Average Handle Time
The average time spent
on each call, handling to
completion the client’s
needs
Service Level
The percentage of calls
answered before being
passed to the automated
Voice Response Service
2.58
percent
18
seconds
2.56
minutes
97
percent
09Predictive Metrics

10. Our Methodology Matters
At Input 1 we believe that the perfect billing solution must
incorporate your core business values. Otherwise, the long-
term success of the program will be jeopardized. When your
values are at the heart of your service, your customers will sense
this and your business will thrive.
01
02
03
04 FINALLY, after extensive testing, we launch. Valuable
statistical data are tracked to maximize efficiency
throughout the lifetime of the partnership.
THEN, we build the operational and systematic components
for your program. The program is a living, breathing
business model that continues to change and evolve well
after implementation.
NEXT, we engineer a comprehensive and customizable
solution, and build a project plan that outlines all of the
moving parts and deliverables for the program.
FIRST, we learn about your existing corporate culture and
begin to conceptualize a shared vision for growth. Then we
develop a solution that will exceed the expectations of both
your staff and customers.
10Methodology

11. Tokio Marine HCC: A Story of True Success
Many factors weigh into the decision to bring a new insurance product to
market. Often, after completing the underwriting and financial projections, and
the product nears launch, the inevitable question remains: how will the new
product be billed?
After the release of their Artisan Contractor program, Tokio Marine HCC was
facing this dilemma. Should they try to build a team and a technology solution
to handle the impending needs, or look to an outside vendor with expertise
in this area? Conservation of time, money and resources all had a profound
impact on the decision-making process. Ultimately, it was decided that outside
expertise was the most sensible approach to ensure success.
Input 1, armed with a long history of implementing advanced billing solutions,
helped launch a seamless outsourced product. Designed in concert with the
Tokio Marine HCC staff, Input 1 engineered mobile access and a customized web
portal. This helped to facilitate and manage the purchasing process for small
artisan contractors located throughout the United States.
From concept to implementation, Input 1’s systematic and meticulous approach
made certain that aspects of the billing process were carefully assembled to
support the program in its entirety.
“A successful launch was important to us, and the initial broker
experience was absolutely critical to our long-term success. Developing
and launching a new product offering is time consuming and stressful
enough. With time-to-market concerns and IT resources dedicated to
other projects, we relied on Input 1 to assist us. The results couldn’t have
been more positive for both our brokers and policyholders,” said Chris
Day, President of Tokio Marine HCC - Casualty Group.
Input 1 allows brokers and account holders to access account information
online, 24/7/365, via a white-labeled website, and a toll-free number - direct
to Input 1’s professional call center. This ensures that all billing-related items
are handled precisely how Tokio Marine HCC envisioned it from the beginning.
1 1True Success

12. Since 1984 Input 1 LLC has been a leading provider of products and services to the insurance
industry. Our focus is on the billing of property and casualty insurance premiums. We provide comprehensive
outsourcing solutions and customizable, automated receivable-management tools for insurance carriers,
general agents, and banks, which can be integrated into virtually any system. Our intuitive, client-facing
services, such as multi-policy single bill, online bill presentation, online payments, and payment reminders
via email and text, make us the number one choice for business solutions. More than one million agents,
brokers, and policyholders experience our services every day. With over 25 years of consistent growth, and
a knowledgeable group of professionals devoted to the success of our customers, Input 1 provides stability
and sustainability for the long run – a true partner for accelerated growth.
Quality has no substitute
6200 Canoga Avenue, Suite 400, Woodland Hills, California 91367 | 888.882.2554 ext. 2135 | www.Input1.com