T H E H A N O V E R | P e r s o n a l L i n e s

AGENT MATERIAL

Platinum Talk TracksCustomers’ needs change, and as a trusted advisor you have likely been there through

many of their life stages. The Platinum Experience is a collection of services, solutions and

products designed to help you acquire new customers and offer flexibility to grow with their

needs. Here are a few sample conversations with customers in various life stages that may

help you promote The Platinum Experience.

He Said…

She Said…

Platinum Solutions

The Busy Bee Customer:

CUSTOMER: My teenage son has just started driving and I don’t know what I need for insurance.

Can you help me?

AGENT: Of course! We have a variety of options to choose from that will fit your unique needs. Are there any other drivers in your household?

CUSTOMER: Just my son and I drive my car. He uses my car to get to soccer or baseball practice

and shuttles his sister around to her activities. Between my work, after-school activities,

and our never-ending to do list, the car is always in use.

AGENT: I can tell that you are one busy mom. Let’s find you an insurance solution with lots of built-in convenience & protection that’s just right for your family. Being on the go so often, you must need to stay connected, how do you do it?

CUSTOMER: My phone and laptop are my lifelines; I use them for work,

keep my calendar, and pay my bills. I have so much going

on, convenience and speed are essential to me.

AGENT: The Hanover Platinum Experience could be a perfect fit for you. With Platinum Services you can manage your policies online at MyHanoverPolicy — view your coverages, pay your bills and even file a claim, 24/7!

Other busy customers of mine really appreciate Platinum Services home and auto maintenance websites too. The home website provides maintenance tips, weather alerts, home inventory pointers and more! The car website alerts you to recall notices, lets you track your vehicle repair history, sends service reminders, and even offers online diagnostic tools.

Hanover Platinum Protection has flexible coverages for your auto and home, bundled together for greater convenience, at an affordable price.

A Platinum Auto policy will provide excellent protection for you and your son, so you can worry a little less about his new found freedom.

Hanover makes it quick and easy to quote your insurance, so I don’t have to take much of your time today to get you tailored coverage that perfectly suits your busy life!

The Do-Right Customers:

AGENT: Hi there, nice to see you! I see you have been expanding your family, congrats on your baby! How old is he?

CUSTOMER: He’s just 5 months and as you can see with our changing family we need to find insurance

coverage that will grow with us.

AGENT: Of course, let’s talk about your needs now and look ahead a little to find an insurance solution to do just that!

CUSTOMER: Well, we bought our first home a few years ago. I have a new

car and my wife drives an older minivan. We both have great

driving records and neither of us has ever gotten

a speeding ticket!

AGENT: Congratulations on your first home, that’s a great achievement! I can see you take your driving and home ownership seriously. With The Hanover Platinum Experience you’ll get the protection your growing family needs from a stable, time-tested insurance company that respects and rewards your responsibility.

Hanover Platinum Protection packages your policies together as one account, making it easy to keep track of all your coverages. With your new car you may be interested in additional coverages like “Newer Car Replacement” which, in the event of a total loss, will pay you up to 120% of the Actual Cash Value of the same car, one model year newer!

Hanover has important coverage features for your home as well, like “Water/Sewer Back-up” and “Guaranteed Replacement Cost” — these are coverages designed to offer you more protection and safeguard your biggest asset — your home.

Keeping your family covered and protecting your investments are key. And it’s what The Hanover Platinum Experience is all about.

Let’s get started!

For more informationThe Hanover Platinum Experience is designed with you and your customers in mind. If you have any questions please contact your Territory Sales Manager.

112-3431PPCTNY (3/14)LC 12-405

The Slice of Life Customers:

AGENT: Hi Oscar and Luann, how have you been?

CUSTOMER: Great! We’re thoroughly enjoying retirement —

we finally have time to ourselves to do what we’d

always dreamed of and planned for!

AGENT: Well good, you earned it. How are you spending your time?

CUSTOMER: We’ve really gotten into traveling, photography and

sports lately. We bought a nice new video camera,

and Oscar’s golf scores have improved since he

upgraded from his old clubs. We’ve found a few

beautiful collectible pieces in our travels and want

to make sure we cover them properly.

AGENT: Good thinking! We want to make sure we capture all of your important acquisitions. You need peace of mind and superior services from your insurance company so you can keep enjoying all you’ve worked so hard for.

CUSTOMER: Well, it’s been a while since we’ve looked at our

insurance coverage and we’re sure a lot has changed.

AGENT: Yes, insurance needs certainly change as lifestyles change. Based on all you’ve described, I think The Hanover Platinum Experience is the best option for you. Platinum Services includes a Platinum claims number, giving you the recognition you deserve, auto and home websites with maintenance tips and tools, online access 24/7 to view your policies, pay bills, file claims and so much more! Plus, Hanover Platinum Protection can offer you the coverage you need for those new golf clubs and collectibles, as well as an umbrella policy with worldwide coverage, so you don’t have to worry about being protected.

Let’s get started so you can get back to your adventures!

h a n o v e r . c o m / p e r s o n a l i n s u r a n c eThe Agency Place (TAP) — https://tap.hanover.com

The Hanover is the marketing name for the property-casualty and general insurance operations of The Hanover Insurance Group, Inc. All products are underwritten by The Hanover Insurance Company, Citizens Insurance Company of America or one of their insurance company subsidiaries or affiliates. Coverage may not be available in all jurisdictions and is subject to the company underwriting guidelines and the issued policy. This material is provided for informational purposes only and does not provide any coverage. For more information about The Hanover visit our website at www.hanover.com.

The Hanover Insurance Group with Eagle icon is a registered trademark of The Hanover Insurance Group, Inc.

Citizens Insurance Company of America 808 Highlander Way, Howell, MI 48843

The Hanover Insurance Company 440 Lincoln Street, Worcester, MA 01653