travelerstravelers 2013 annual report 2013 annual report

8/11/2019 TravelersTravelers 2013 Annual Report 2013 Annual Report

1/304


2/304

Financial highlights

At and for the year ended December Dollar amounts in millions except per share amounts

Earned Premiums

Total Revenues

Operating Income

Net Income

Net Income Per Diluted Common Share

Total Investments

Total Assets

Shareholders Equity

Return On Equity % % % % %

Operating Return On Equity % % % % %

Book Value Per Share

Dividends Per Share

The Travelers Companies Inc NYSE TRV is a leading provider of property and casualty insurance for auto home and business

The companys diverse business lines offer its global customers a wide range of coverage sold primarily through independent

agents and brokers A component of the Dow Jones Industrial Average Travelers has more than employees and operations

in the United States and selected international markets

We could not be more pleased with our performancein and the value we created for our shareholders

It is a testament to our great strength as underwriterson both sides of the balance sheet


3/304

ANNUAL REPORT

To our shareholders

Travelers had a terrific despite what remains a challenging business

environment We posted net income of approximately billion reflecting

strong underlying underwriting margins across our business segments continued

contributions from favorable prior year reserve development more modest

catastrophe losses than in recent years and solid net investment income

We delivered record net income per diluted share of up percent

from return on equity of percent and an operating return on equity

of percent We ended the year with a book value per share of an

increase of percent over the prior yearend and we returned more than

billion to our shareholders through share repurchases and dividends

Each of our business segments contributed to the companys profitability

Our Business InsuranceGAAP combined ratio in improved points

to percent from and we posted record high net written premiums

of billion up percent from Our Financial Professional &International InsuranceGAAP combined ratio of percent in

was essentially unchanged from and our Personal InsuranceGAAP

combined ratio in improved points from to percent

We could not be more pleased with our performance in and the value

we created for our shareholders It is a testament to our great strength as

underwriters on both sides of the balance sheet


4/304

TRAVELERS

A decade of success

It has been ten years since the insurance company you know today wasformed by the merger of Travelers Property Casualty Corp and The St Paul

Companies Inc Over the last decade we have supported our customers

and agents during a period in which the United States experienced some of

the costliest natural catastrophes on record as well as a deep recession

precipitated by the global financial crisis

During this time our focus on delivering toptier operating return on equity

by generating appropriate returns on our products has created significant

shareholder value From the beginning of the first full year after the

merger through the end of we have delivered an average annual operatingreturn on equity of percent returned more than billion in capital to

our shareholders through dividends and share repurchases and grown book

value per share at a compound annual growth rate of percent Total return

to shareholders over that period including dividends reinvested exceeded

percent

We will continue to take the steps that we believe will help us improve returns

consistent with our longheld objective of producing midteens operating return

on equity over time the lens through which we view virtually every decision

we make

Our strategy to improve profitability

Our success in has its roots in initiatives we began to implement in

when we made it our goal to increase the profitability of our products throughthoughtful appropriate rate gains and improved terms and conditions

The returns on many of our products had deteriorated over time due to

generally declining pricing higher losses arising from more volatile weather

patterns and the impact of historically low interest rates We leveraged our

industryleading data and analytics to improve the price and the terms and

conditions of our products on a granular accountbyaccount or classbyclass

basis and importantly we did so with the express intention of not disrupting

our agents brokers or customers

Strengtheningour presencein CanadaOn Nov we completedour acquisition of The Dominion ofCanada General Insurance Companysignificantly strengthening ourpresence in Canada

Travelers and Dominion are a strongstrategic fit with complementarybusinesses

Dominions extensive distributionnetwork and established customerbase provide an exceptional platformfor expanding the commercial linesbusiness in Canada

Combining Travelers Canadasexisting surety managementliability and commercial middlemarket portfolios with Dominionssmall commercial and personalproducts creates an organizationwith significant product breadthand a balanced mix of businesses

The integrated organization will

leverage enterprise competitiveadvantages including underwritingexpertise sophisticated data andanalytics and leading claim and riskcontrol capabilities

our focus on delivering toptier operatingreturn on equity by generating appropriate

returns on our products has created significantshareholder value


5/304

ANNUAL REPORT

As the following charts show underlying underwriting gain which excludes

the impact of prior year reserve development and catastrophe losses was

approximately billion in almost three times higher than in

This dramatic rise more than offset the decline in net investment income

resulting from lower yields

In order to achieve our return objective we will continue to execute on thisstrategy to seek improved returns on our products particularly as we expect

volatile weather to persist and interest rates to remain low

Looking ahead

We are proud of our results in but we also understand that past achieve

ments are no guarantee of future performance We remain committed to

underwriting fundamentals as we adapt to changes in the broader economic and

business environment and address emerging risks in new and innovative ways

Committed toour communitiesWe focus our giving primarily oneducation We also help strengthencommunities by fostering smallbusiness development and supportingcommunity developments and thearts to sustain vibrant communitiesIn addition our employees contributemany thousands of volunteer hours

In Travelers and the TravelersFoundation gave more than

million to charitable and communityorganizations for a total of morethan million over the lastfive years

Travelers EDGE our signatureeducation initiative reached morethan underrepresentedstudents during the year andprovided students with directfinancial support

Our Small Business Risk Educationprogram in partnership with ValleyEconomic Development CenterWomens Business Development

Center and Accion Chicago providedworkshops on risk managementfor small businesses and helpedmore than develop safety riskmanagement plans

We have joined forces with Habitatfor Humanityand the InsuranceInstitute for Business and HomeSafety to help communities buildfortified homes to better withstandfuture storms in coastal regions ofthe country

Underlying Underwriting Gain Net Investment Income

Consolidated performance

Our success in has its roots in initiatives

we began to implement in when we madeit our goal to increase the profitability of ourproducts through thoughtful appropriate rategains and improved terms and conditions


6/304

TRAVELERS

As a general matter we insure the output of the economy Consequently our

ability to grow our business is challenged in a lowgrowth economic environmentWe are not going to respond by changing our approach to balancing risk and

reward either in our underwriting or in our investment activities Instead

we will continue to develop better products for our agents and customers

enhance services and capabilities and invest in technology to increase effi ciency

and improve our customers experience We will continue to be creative and

inventive bringing our data and analytics expertise and our significant resources

to bear to help our agents and customers manage risk

We also will continue to look at attractive opportunities outside the United

States Our acquisition of Dominion last year was one such opportunity and onethat has given us an exceptional platform from which to expand our commercial

lines business in Canada

In the evolving and dynamic insurance industry change can be rapid and

dramatic as we have seen in the automobile insurance market and in the

traditional reinsurance market where alternative sources of capital have been

introduced Technology also has played an important role by altering the ways

products are developed and distributed and by offering new methods for

interacting with customers

To remain competitive in the face of change we are constantly recalibrating

For example the adoption of comparative rating technology by independent

agents customers changing expectations and our efforts to raise rates had allmeaningfully affected our new auto business volume In response in we

introduced Quantum Auto a more competitively priced product supported

by significant expense reduction initiatives which we developed with input from

agents to meet the needs of a broader customer segment increasingly focused

on value We are very encouraged by initial market response

Remaining true to our core as underwriters who thoughtfully balance risk and

reward we will keep taking actions such as these to remain an industry leader and

to continue to deliver shareholder value

Advocating forthe industryThe Travelers Institute providesthought leadership on critical issuesfacing our industry

The Small BusinessBig Opportunityinitiative now in its third yearbrought public offi cials smallbusiness owners and other thoughtleaders together in Chicago andBoston to elevate the dialoguearound small business challenges andopportunities

The Institutes third annual KickingOff Hurricane Preparedness Seasonsymposium brought businessowners and disaster preparednessprofessionals to the Ne w York StockExchange to discuss lessons learnedfrom Storm Sandy

We launched our ConsumerInsurance Education Symposia Seriesin The program offers insightsand information about insurance

and personal safety to help peoplemake informed decisions on how toprotect their families and assets

The Institute screened Overdraftat more than universitiesThis awardwinning nonpartisandocumentary made possible byTravelers in collaboration withpublic television highlights thenational debt and its implications forindividuals and US competitiveness

We remain committed to underwritingfundamentals as we adapt to changes in thebroader economic and business environmentand address emerging risks in new and

innovative ways


7/304

ANNUAL REPORT

Responding tothe changing autoinsurance marketThe way people buy personal autoinsurance has changed dramaticallyin recent years Consumers aremaking purchase decisions basedprimarily on price driven largelyby pricefocused advertising frommany auto insurers consumersaccess to pricing information online

and agents increasing reliance oncomparative rating technology forprice comparisons

Travelers launched Quantum Auto in This new auto product offersmore competitive pricing to a broaderrange of consumers We believe it willhelp us compete more effectively inthe marketplace and will strengthenour relationship with our independentagent partners In fact the productwas developed in close collaborationwith agents

Quantum Auto was available in states at the end of and weexpect to roll it out to the majority ofstates in

The strong foundation we have built over years is rooted in our commitment

to our employees and the communities in which they our customers and our

agents live and work Over the last five years Travelers and Travelers Foundation

have given more than million to charitable and community organizations

We are pleased that for the seventh consecutive year we were named to one of

the Dow Jones Sustainability Indices in recognition of our business practices and

our commitment to delivering meaningful contributions to our communities

We also are proud to have been recognized by both DiversityIncand GI Jobsmagazines for initiatives that promote inclusion

I want to express my gratitude to all of the individuals who helped make this a

tremendous year for Travelers I am thankful for the incredible dedication and

talent of our employees the support and partnership of our agents and brokers

and the leadership and guidance of our Board of Directors

Jay S FishmanChairman and Chief E xecutive Offi cer

To remain competitive in the face of change

we are constantly recalibrating


8/304


9/304

ANNUAL REPORT

Management

David E BakerSenior Vice PresidentChief Compliance Offi cer andGroup General Counsel

Scott C Belden

Senior Vice PresidentReinsurance

D Keith BellSenior Vice PresidentAccounting Standards

Jay S Benet

Vice Chairman andChief F inancial Offi cer

Diane D Bengston

Senior Vice PresidentEnterprise Human Resources

Andy F Bessette

Executive Vice President andChief Administr ative Offi cer

Robert Brody

Executive Vice PresidentClaim Services

Lisa M CaputoExecutive Vice PresidentMarketing and Communications

James W Chapman

PresidentFirst Party Business Group

John P Clifford Jr

Executive Vice PresidentHuman Resources

William E Cunningham Jr

Executive Vice PresidentBusiness Insurance

Smitesh Dav

Vice President andChief Corporate Actuary

Behram Dinshaw

Senior Vice PresidentProduct Management

Fred R Donner

Senior Vice President andChief F inancial Offi cerBusiness Insurance

Irwin R Ettinger

Vice Chairman

Jay S Fishman

Chairman andChief Executi ve Offi cer

Matthew S Furman

Senior Vice PresidentCorporate Secretaryand Group General CounselCorporate and Governance

Marlyss J Gage

Senior Vice President andChief Underwriting Offi cer

William P Hannon

Executive Vice PresidentEnterprise Risk ManagementChief Risk Offi cer and BusinessConduct Offi cer

William H Heyman

Vice Chairman andChief Investment Offi cer

Bruce R Jones

Senior Vice PresidentEnterprise Risk Management

Patrick J Kinney

Executive Vice PresidentField Management

Michael F Klein

Executive Vice PresidentMiddle Market

Thomas M Kunkel

Executive Vice PresidentBond & Financial Products

Madelyn J Lankton

Executive Vice President andChief Information Offi cer

Patrick L Linehan

Vice PresidentCorporate Communications

Brian W MacLean

President andChief Operating Offi cer

William C Malugen Jr

PresidentNational Accounts

Gabriella Nawi

Senior Vice PresidentInvestor Relations

Maria Olivo

Executive Vice PresidentStrategic Development andCorporate Treasurer

Brian P ReillySenior Vice President andChief Auditor

Ellen M Rizzo

Senior Vice President andChief F inancial Offi cer

ClaimDavid D Rowland

Executive Vice PresidentFixed Income

Douglas K Russell

Senior Vice President andCorporate Controller

Scott W RyndaSenior Vice PresidentCorporate Tax

Marc E Schmittlein

Executive Vice PresidentSelect Accounts and Agribusiness

Alan D Schnitzer

Vice ChairmanFinancial Professional &International Insurance and FieldManagementChief Lega l Offi cer

Richard D Schug

Senior Vice President andActuary

Peter SchwartzSenior Vice President andGroup General CounselCorporate Litigation

Kevin C Smith

Executive Vice PresidentInternational

Doreen Spadorcia

Vice ChairmanClaim Services PersonalInsurance Operations andSystems and Risk Control

Kenneth F Spence III

Executive Vice President andGeneral Counsel

Gregory C Toczydlowski

Executive Vice President andPresident Personal Insurance

Julie A TrowbridgeDillman

Senior Vice PresidentOperations and EnterpriseBusiness Intelligence andAnalytics

Glenn E WestrickVice PresidentGovernment Relations

Joan K Woodward

Executive Vice PresidentPublic Policy andPresident The Travelers Institute

Daniel T H Yin

Executive Vice PresidentAlternative Investments

Management Committee Member Operating Committee Member


10/304

TRAVELERS

Board of Directors

AUDIT

Dasburg ChairBellerDolanHigginsHodgson

Kane

COMPENSATION

Shepard ChairDubersteinKillingsworthThomsen

EXECUTIVE

Fishman ChairDasburgDubersteinHodgsonKillingsworth

Shepard

INVESTMENT ANDCAPITAL MARKETS

Killingsworth ChairDubersteinShepardThomsen

NOMINATINGAND GOVERNANCE

Duberste in ChairKillingsworthShepardThomsen

RISK

Hodgson ChairBellerDasburgDolanHigginsKaneRuegger

BoardCommittees

Standing from left to right Seated from left to right

Alan L BellerPartner Cleary Gottlieb Steen & Hamilton LLP

Director since

Thomas R HodgsonRetired President and COO Abbott Laboratories

Director since

William J KaneRetired Audit Partner Ernst & Young

Director since

Cleve L Killingsworth JrRetired President and CEOBlue Cross Blue Shield of Massachusetts Inc

Director since

John H DasburgChairman and CEO ASTAR USA LLC

Director since

Philip T Ruegger IIIRetired Chairman Simpson Thacher& Bartlett LLP

Director since

Donald J ShepardRetired Chairman of the Executive Boardand CEO AEGON NV

Director since

Jay S FishmanChairman and CEO Travelers

Director since

Patricia L HigginsRetired President and CEOSwitch and Data Facilities Inc

Director since

Kenneth M DubersteinChairman and CEO The Duberstein Group Inc

Director since

Laurie J ThomsenRetired Partner and CoFounder Prism Venture Partners

Director since

Janet M DolanPresident Act Enterprises LLCRetired President and CEO Tennant Company

Director since

Lead Independent Director


11/304

UNITED STATES SECURITIES AND EXCHANGE COMMISSIONWashington, D.C. 20549

FORM 10-K ANNUAL REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE

SECURITIES EXCHANGE ACT OF 1934

For the fiscal year ended December 31, 2013

or

TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THESECURITIES EXCHANGE ACT OF 1934

For the transition period from to

Commission file number 001-10898

The Travelers Companies, Inc.(Exact name of registrant as specified in its charter)

Minnesota 41-0518860(State or other jurisdiction of (I.R.S. Employerincorporation or organization) Identification No.)

485 Lexington Avenue,New York, NY 10017

(Address of principal executive offices) (Zip Code)

(917) 778-6000(Registrants telephone number, including area code)

Securities registered pursuant to Section 12(b) of the Act:

Title of each class Name of each exchange on which registered

Common stock, without par value New York Stock Exchange

Securities registered pursuant to Section 12(g) of the Act: None

Indicate by check mark if the registrant is a well-known seasoned issuer (as defined in Rule 405 of the SecuritiesAct). Yes No

Indicate by check mark if the registrant is not required to file reports pursuant to Section 13 or Section 15(d) of theAct. Yes No

Indicate by check mark whether the registrant (1) has filed all reports required to be filed by Section 13 or 15(d) of theSecurities Exchange Act of 1934 during the preceding 12 months (or for such shorter period that the registrant wasrequired to file such reports), and (2) has been subject to such filing requirements for the past 90 days. Yes No

Indicate by check mark whether the registrant has submitted electronically and posted on its corporate Web site, if any,every Interactive Data File required to be submitted and posted pursuant to Rule 405 of Regulation S-T (232.405 of thischapter) during the preceding 12 months (or for such shorter period that the registrant was required to submit and postsuch files). Yes No

Indicate by check mark if disclosure of delinquent filers pursuant to Item 405 of Regulation S-K is not contained herein,and will not be contained, to the best of registrants knowledge, in definitive proxy or information statements incorporatedby reference in Part III of this Form 10-K or any amendment to this Form 10-K.

Indicate by check mark whether the registrant is a large accelerated filer, an accelerated filer, a non-accelerated filer or a

smaller reporting company. See the definitions of large accelerated filer, accelerated filer and smaller reportingcompany in Rule 12b-2 of the Act (Check one):

Large accelerated filer Accelerated filer

Non-accelerated filer Smaller reporting company (Do not check if a smaller reporting company)

Indicate by check mark whether the registrant is a shell company (as defined in Rule 12b-2 of the Act). Yes No

As of June 30, 2013, the aggregate market value of the registrants voting and non-voting common equity held bynon-affiliates was $29,744,391,793.

As of February 7, 2014, 352,327,135 shares of the registrants common stock (without par value) were outstanding.

DOCUMENTS INCORPORATED BY REFERENCE

Portions of the Registrants Proxy Statement relating to the 2014 Annual Meeting of Shareholders are incorporated byreference into Part III of this report.


12/304

The Travelers Companies, Inc.

Annual Report on Form 10-K

For Fiscal Year Ended December 31, 2013

TABLE OF CONTENTS

Item Number Page

Part I . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31. Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31A. Risk Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511B. Unresolved Staff Comments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742. Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743. Legal Proceedings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744. Mine Safety Disclosures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Part II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755. Market for Registrants Common Equity, Related Shareholder Matters and Issuer

Purchases of Equity Securities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756. Selected Financial Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

7. Managements Discussion and Analysis of Financial Condition and Results ofOperations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

7A. Quantitative and Qualitative Disclosures About Market Risk . . . . . . . . . . . . . . . . . 1608. Financial Statements and Supplementary Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 1639. Changes in and Disagreements with Accountants on Accounting and Financial

Disclosure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2609A. Controls and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2609B. Other Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Part III . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26410. Directors, Executive Officers and Corporate Governance . . . . . . . . . . . . . . . . . . . . 26411. Executive Compensation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26612. Security Ownership of Certain Beneficial Owners and Management and Related

Shareholder Matters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26613. Certain Relationships and Related Transactions, and Director Independence . . . . . . 26814. Principal Accountant Fees and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

Part IV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26815. Exhibits and Financial Statement Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

Signatures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269Index to Consolidated Financial Statements and Schedules . . . . . . . . . . . . . . . . . . 271Exhibit Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281

2


13/304


14/304

Pricing and Underwriting

Pricing of the Companys property and casualty insurance products is generally developed basedupon an estimation of expected losses, the expenses associated with producing, issuing and servicingbusiness and managing claims, the time value of money related to the expected loss and expense cashflows, and a reasonable allowance for profit that considers the capital needed to support the Companysbusiness. The Company has a disciplined approach to underwriting and risk management that over the

long-term emphasizes product returns and profitable growth rather than premium volume or marketshare. The Companys insurance subsidiaries are subject to state laws and regulations regarding rateand policy form approvals. The applicable state laws and regulations establish standards in certain linesof business to ensure that rates are not excessive, inadequate, unfairly discriminatory, or used to engagein unfair price competition. The Companys ability to increase rates and the relative timing of theprocess are dependent upon each respective states requirements, as well as the competitive marketenvironment.

Geographic Distribution

The following table shows the geographic distribution of the Companys consolidated direct writtenpremiums for the year ended December 31, 2013:

% ofState Total

California . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.1%New York . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.9Texas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.2Pennsylvania . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.9Florida . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2New Jersey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.0Illinois . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.0Massachusetts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3Georgia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1

All other domestic(1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44.7

Total domestic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95.4International . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.6

Consolidated total . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100.0%

(1) No other single state accounted for 3.0% or more of the total direct written premiumswritten in 2013 by the Companys domestic operations.

Catastrophe Exposure

The wide geographic distribution of the Companys property and casualty insurance operationsexposes it to claims arising out of catastrophes. The Company uses various analyses and methods,including proprietary and third-party computer modeling processes, to continually monitor and analyzeunderwriting risks of business in natural catastrophe-prone areas and target risk areas for conventionalterrorist attacks (defined as attacks other than nuclear, biological, chemical or radiological events). The

Company relies, in part, upon this analysis to make underwriting decisions designed to manage itsexposure on catastrophe-exposed business. For example, the Company has limited the writing of newproperty and homeowners business in some markets and has selectively taken underwriting actions onnew and existing business. These underwriting actions on new and existing business include tightenedunderwriting standards, selective price increases and changes to deductibles specific to hurricane-,tornado-, wind- and hail-prone areas. See Item 7Managements Discussion and Analysis of FinancialCondition and Results of OperationsCatastrophe Modeling and Changing Climate Conditions.

4


15/304

The Company also utilizes reinsurance to manage its aggregate exposures to catastrophes. SeeReinsurance.

The Company is organized into three reportable business segments: Business Insurance; Financial,Professional & International Insurance; and Personal Insurance.

BUSINESS INSURANCE

The Business Insurance segment offers a broad array of property and casualty insurance andinsurance-related services to its clients primarily in the United States. Business Insurance is organizedinto the following six groups, which collectively comprise Business Insurance Core operations:

Select Accountsprovides small businesses with property and casualty products, includingcommercial multi-peril, commercial property, general liability, commercial auto and workerscompensation insurance.

Commercial Accountsprovides mid-sized businesses with property and casualty products,including commercial multi-peril, commercial property, general liability, commercial auto and

workers compensation insurance.

National Accountsprovides large companies with casualty products and services, includingworkers compensation, general liability and automobile liability, generally utilizing loss-sensitiveproducts, on both a bundled and unbundled basis. National Accounts also includes theCompanys commercial residual market business, which primarily offers workers compensationproducts and services to the involuntary market.

Industry-Focused Underwriting. The following units provide targeted industries with differentiatedcombinations of insurance coverage, risk management, claims handling and other services:

Constructionserves a broad range of construction businesses, offering guaranteed costproducts and loss sensitive programs structured to meet customer needs. Products offeredinclude workers compensation, general liability and commercial auto coverages, and otherrisk management solutions.

Technologyserves small to large companies involved in telecommunications, informationtechnology, medical technology and electronics manufacturing, offering a comprehensive

portfolio of products and services. Products offered include commercial property,commercial auto, general liability, workers compensation, internet liability, technologyerrors and omissions coverages and global companion products.

Public Sector Servicesprovides insurance products and services to public entities includingmunicipalities, counties, Indian Nation gaming organizations and selected specialgovernment districts such as water and sewer utilities. Products offered by this unit typicallycover commercial property, commercial auto, general liability, professional liability and

workers compensation exposures.

Oil & Gasprovides specialized property and liability products and services for customersinvolved in the exploration and production of oil and natural gas, including operators,drilling and well servicing contractors, supply companies and manufacturers that support

upstream operations. Products offered include workers compensation, general liability,commercial auto, commercial property, control of well and other risk management solutions.

Agribusinessserves small to medium-sized agricultural businesses, including farms, ranches,wineries and related operations. Products offered include property and liability coveragesother than workers compensation.

5


16/304

Target Risk Underwriting. The following units serve commercial businesses requiring specializedproduct underwriting, claims handling and risk management services:

National Propertyprovides traditional and customized property insurance programs to largeand mid-sized customers, including office building owners, manufacturers, municipalities andschools, retailers and service businesses.

Inland Marineprovides insurance for goods in transit and movable objects for customerssuch as jewelers, museums, contractors and the transportation industry. Builders riskinsurance is also offered to customers during the construction, renovation or repair ofbuildings and other structures.

Ocean Marineserves the marine transportation industry and related services, as well asother businesses involved in international trade. The Companys product offerings in thisunit fall under six main coverage categories: marine liability, cargo, hull and machinery,protection and indemnity, pleasure craft, and marine property and liability.

Excess Casualtyserves small to mid-sized commercial businesses, offering mono-lineumbrella and excess coverage where the Company typically does not write the primarycasualty coverage or where other business units within the Company prefer to access theunderwriting expertise and/or limit capacity of the Excess Casualty business unit.

Boiler & Machineryserves small to large companies, offering comprehensive breakdowncoverages for equipment, including property and business interruption coverages. Throughthe BoilerRe unit, Boiler & Machinery also serves other property and casualty carriers thatdo not have in-house expertise with reinsurance, underwriting, engineering, claim handlingand risk management services for this type of coverage.

Global Partner Servicesprovides insurance to foreign organizations with property and liabilityexposures located in the United States (reverse-flow) as part of a global program.

Specialized Distribution. The following units market and underwrite their products to customerspredominantly through licensed wholesale agents and program managers that manage customersunique insurance requirements:

Northlandprovides insurance coverage for the commercial transportation industry, as well as

commercial liability and commercial property policies for small, difficult to place specialtyclasses of commercial business, primarily on an excess and surplus lines basis.

National Programsoffers tailored property and casualty programs on an admitted basis forcustomers with common risk characteristics or coverage requirements. Programs availableinclude, but are not limited to, those for entertainment, architects and engineers, equipmentrental, golf services and owners of franchised businesses.

Business Insurance also includes the Special Liability Group (which manages the Companysasbestos and environmental liabilities) and the assumed reinsurance and certain other runoffoperations, which are collectively referred to as Business Insurance Other.

6


17/304

Selected Market and Product Information

The following table sets forth Business Insurance net written premiums by market and product linefor the periods indicated. For a description of the markets and product lines referred to in the table,see Principal Markets and Methods of Distribution and Product Lines, respectively.

% of Total(for the year ended December 31, in millions) 2013 2012 2011 2013

By market:Select Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 2,724 $ 2,775 $ 2,784 22.3%Commercial Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3,197 3,101 2,890 26.1National Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1,010 907 782 8.3Industry-Focused Underwriting . . . . . . . . . . . . . . . . . . . . . 2,645 2,554 2,407 21.6Target Risk Underwriting . . . . . . . . . . . . . . . . . . . . . . . . . 1,799 1,666 1,587 14.7Specialized Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . 858 870 880 7.0

Total Business Insurance Core . . . . . . . . . . . . . . . . . . . . 12,233 11,873 11,330 100.0Business Insurance Other . . . . . . . . . . . . . . . . . . . . . . . . . (1) 10

Total Business Insurance by market . . . . . . . . . . . . . . . . $12,233 $11,872 $11,340 100.0%

By product line:Workers compensation . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 3,642 $ 3,400 $ 2,959 29.8%

Commercial automobile . . . . . . . . . . . . . . . . . . . . . . . . . . 1,897 1,924 1,955 15.5Commercial property . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1,748 1,647 1,595 14.3General liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1,823 1,765 1,705 14.9Commercial multi-peril . . . . . . . . . . . . . . . . . . . . . . . . . . . 3,083 3,100 3,096 25.2Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 36 30 0.3

Total Business Insurance by product line . . . . . . . . . . . . $12,233 $11,872 $11,340 100.0%

Principal Markets and Methods of Distribution

Business Insurance distributes its products through approximately 10,500 independent agencies andbrokers located throughout the United States that are serviced by 116 field offices and three customerservice centers. Business Insurance continues to make significant investments in enhanced technologyutilizing internet-based applications to provide real-time interface capabilities with independentagencies and brokers. Business Insurance builds relationships with well-established, independentinsurance agencies and brokers. In selecting new independent agencies and brokers to distribute itsproducts, Business Insurance considers, among other attributes, each agencys or brokers financialstrength, staff experience and strategic fit with the Companys operating and marketing plans. Once anagency or broker is appointed, Business Insurance carefully monitors its performance. The majority ofproducts offered by the Select Accounts, Commercial Accounts, Industry-Focused Underwriting andTarget Risk Underwriting groups are distributed through a common base of independent agents andbrokers, many of whom also sell the Companys Personal Insurance products. Additionally, theIndustry-Focused Underwriting and Target Risk Underwriting groups may underwrite business withagents that specialize in servicing the needs of certain of the industries served by these groups.

Select Accountsis a leading provider of commercial property and casualty insurance products tosmall businesses, generally with fewer than 50 employees. Products offered by Select Accounts areguaranteed-cost policies, including packaged products covering property and liability exposures. Eachsmall business risk is independently evaluated via an automated underwriting platform which in turnenables agents to quote, bind and issue a substantial amount of new small business risks at theirdesktop in an efficient manner that significantly reduces the time period between quoting a price on anew policy and issuing that policy. Risks with more complex characteristics are underwritten with theassistance of Company personnel. The automated underwriting platform has significantly streamlined

7


18/304

the agent desktop underwriting process. Select Accounts has established a strong marketing relationshipwith its distribution network and has provided this network with defined underwriting policies, a broadarray of products and competitive prices. In addition, the Company has established centralized servicecenters to help agents perform many service functions, in return for a fee.

Commercial Accountssells a broad range of commercial property and casualty insurance productsthrough a large network of independent agents and brokers, primarily targeting mid-sized businesses

with 50 to 1,000 employees. The Company offers a full line of products to its Commercial Accountscustomers with an emphasis on guaranteed cost programs. Each account is underwritten based on theunique risk characteristics, loss history and coverage needs of the account. The ability to underwrite atthis detailed level allows Commercial Accounts to have a broad risk appetite and a diversified customerbase.

National Accountssells a variety of casualty products and services to large companies through anetwork of national and regional brokers, primarily utilizing loss-sensitive products in connection with alarge deductible or self-insured program and, to a lesser extent, a retrospectively rated or a guaranteedcost insurance policy. National Accounts also provides casualty products and services through retailbrokers on an unbundled basis, using third-party administrators for insureds who utilize programs suchas collateralized deductibles, captive reinsurers and self-insurance. National Accounts providesinsurance-related services, such as risk management services, claims administration, loss control and risk

management information services, either in addition to, or in lieu of, pure risk coverage, and generated$229 million of fee income in 2013, excluding commercial residual market business. The commercialresidual market business of National Accounts sells claims and policy management services to workerscompensation pools throughout the United States, and generated $111 million in fee income in 2013.National Accounts services approximately 34% of the total workers compensation assigned risk market,making the Company one of the largest servicing carriers in the industry.

Workers compensation accounted for approximately 75% of sales to National Accounts customersduring 2013, based on direct written premiums and fees.

Industry-Focused Underwritingmarkets commercial property and casualty insurance products andservices through a large network of agents and brokers. These products and services are tailored totargeted industry segments of significant size and complexity that require unique underwriting, claim,risk management or other insurance-related products and services.

Target Risk Underwritingmarkets commercial property and casualty insurance products andservices through a large network of agents and brokers to a wide customer base having specializedproperty and casualty coverage requirements.

Specialized Distributiondistributes admitted as well as excess and surplus lines property andcasualty products predominantly through selected wholesale agents and program managers, both on abrokerage and delegated authority underwriting basis. These brokers, wholesale agents and programmanagers operate in certain markets that are not typically served by the Companys appointed retailagents, or they maintain certain affinity arrangements in specialized market segments. The wholesaleexcess and surplus lines market, which is characterized by the absence of rate and form regulation,allows for more flexibility to write certain classes of business. In working with wholesale agents orprogram managers on a brokerage basis, Specialized Distribution underwrites the business and sets the

premium level. In working with wholesale agents or program managers with delegated underwritingauthority, the agents produce and underwrite business subject to underwriting guidelines that have beenspecifically designed for each facility or program.

8


19/304


Business Insurance utilizes underwriting, claims, engineering, actuarial and product developmentdisciplines for particular industries, in conjunction with extensive amounts of proprietary data gatheredand analyzed over many years, to facilitate its risk selection process and develop pricing parameters.The Company utilizes both standard industry forms and proprietary forms for the insurance policies itissues.

A portion of business in this segment, particularly in National Accounts and Construction, iswritten with large deductible insurance policies. Under workers compensation insurance contracts withdeductible features, the Company is obligated to pay the claimant the full amount of the claim. TheCompany is subsequently reimbursed by the contractholder for the deductible amount and is subject tocredit risk until such reimbursement is made. At December 31, 2013, contractholder payables onunpaid losses within the deductible layer of large deductible policies and the associated receivables

were each approximately $4.31 billion. Business Insurance also utilizes retrospectively rated policies foranother portion of the business, primarily for workers compensation coverage. Although theretrospectively rated feature of the policy substantially reduces insurance risk for the Company, itintroduces additional credit risk to the Company. Premium receivables from holders of retrospectivelyrated policies totaled approximately $99 million at December 31, 2013. Significant collateral, primarilyletters of credit and, to a lesser extent, cash collateral or trusts, is generally obtained for large

deductible plans and/or retrospectively rated policies that provide for deferred collection of deductiblerecoveries and/or ultimate premiums. The amount of collateral requested is predicated upon thecreditworthiness of the customer and the nature of the insured risks. Business Insurance continuallymonitors the credit exposure on individual accounts and the adequacy of collateral.

Product Lines

The Business Insurance segment writes the following types of coverages:

Workers Compensation. Provides coverage for employers for specified benefits payable understate or federal law for workplace injuries to employees. There are typically four types ofbenefits payable under workers compensation policies: medical benefits, disability benefits, deathbenefits and vocational rehabilitation benefits. The Company emphasizes managed care costcontainment strategies, which involve employers, employees and care providers in a cooperative

effort that focuses on the injured employees early return to work and cost-effective quality care.The Company offers the following types of workers compensation products:

guaranteed-cost insurance products, in which policy premium charges are fixed for theperiod of coverage and do not vary as a result of the insureds loss experience;

loss-sensitive insurance products, including large deductible and retrospectively ratedpolicies, in which fees or premiums are adjusted based on actual loss experience of theinsured during the policy period; and

service programs, which are generally sold to the Companys National Accounts customers,where the Company receives fees rather than premiums for providing loss prevention, riskmanagement, and claim and benefit administration services to organizations under serviceagreements.

The Company also participates in state assigned risk pools as a servicing carrier and poolparticipant.

Commercial Automobile. Provides coverage for businesses against losses incurred from personalbodily injury, bodily injury to third parties, property damage to an insureds vehicle and property

9


20/304


21/304


The following table shows the geographic distribution of Business Insurances direct writtenpremiums for the states that accounted for the majority of premium volume for the year endedDecember 31, 2013:

% ofState Total

California . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13.2%New York . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.9Texas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.5Illinois . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.0Florida . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.0Pennsylvania . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.0New Jersey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.8Massachusetts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.4

All others(1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.2

Total . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100.0%

(1) No other single state accounted for 3.0% or more of the total direct written premiums

written in 2013 by the Business Insurance segment.

Competition

The insurance industry is represented in the commercial marketplace by many insurancecompanies of varying size as well as other entities offering risk alternatives, such as self-insuredretentions or captive programs. Market competition works within the insurance regulatory framework toset the price charged for insurance products and the levels of coverage and service provided. Acompanys success in the competitive commercial insurance landscape is largely measured by its abilityto profitably provide insurance and services, including claims handling and risk control, at prices andterms that retain existing customers and attract new customers.

Competitors typically write Select Accounts business through independent agents and, to a lesserextent, regional brokers and direct writers. Both national and regional property and casualty insurance

companies compete in the Select Accounts market which generally comprises lower-hazard, MainStreet business customers. Risks are underwritten and priced using standard industry practices and acombination of proprietary and standard industry product offerings. Competition in this market isprimarily based on product offerings, service levels, ease of doing business and price.

Competitors typically write Commercial Accounts business through independent agents andbrokers. Competitors in this market are primarily national property and casualty insurance companiesthat write most classes of business using traditional products and pricing, and regional insurancecompanies. Companies compete based on product offerings, service levels, price and claim and lossprevention services. Efficiency through automation and rapid response time to customer needs is onekey to success in this market.

In the National Accounts market, competition is based on price, product offerings, claim and loss

prevention services, managed care cost containment, risk management information systems andcollateral requirements. National Accounts primarily competes with national property and casualtyinsurance companies, as well as with other underwriters of property and casualty insurance in thealternative risk transfer market, such as self-insurance plans, captives managed by others, and a varietyof other risk-financing vehicles and mechanisms. The residual market division competes for statecontracts to provide claims and policy management services.

11


22/304

There are several other business groups in Business Insurance that compete in focused targetmarkets. Each of these markets is different and requires unique combinations of industry knowledge,customized coverage, specialized risk control and loss handling services, along with partnerships withagents and brokers that also focus on these markets. Some of these business groups compete withnational carriers with similarly dedicated underwriting and marketing groups, whereas others compete

with smaller regional companies. Each of these business groups has regional structures that allow themto deliver personalized service and local knowledge to their customer base. Specialized agents andbrokers, including wholesale agents and program managers, supplement this strategy. In all of thesebusiness groups, the competitive strategy typically is the application of focused industry knowledge toinsurance and risk needs.

FINANCIAL, PROFESSIONAL & INTERNATIONAL INSURANCE

The Financial, Professional & International Insurance segment includes surety and financialliability coverages, which primarily use credit-based underwriting processes, as well as property andcasualty products that are primarily marketed on a domestic basis in Canada, the United Kingdom andthe Republic of Ireland, and on an international basis as a corporate member of Lloyds. The segmentincludes the following groups:

Bond & Financial Productsprovides a wide range of customers with bond and insurance products

and risk management services. The range of coverages includes performance, payment andcommercial surety and fidelity bonds for construction and general commercial enterprises;management liability coverages for losses caused by the actual or alleged negligence ormisconduct of directors and officers or employee dishonesty; employment practices liabilitycoverages and fiduciary coverages for public corporations, private companies and not-for-profitorganizations; professional liability coverage for actual or alleged errors and omissionscommitted in the course of professional conduct or practice for a variety of professionalsincluding, among others, lawyers and design professionals; and professional and managementliability, property, workers compensation, auto and general liability and fidelity insurance forfinancial institutions.

International,through its operations in Canada, the United Kingdom and the Republic ofIreland, offers specialized insurance and risk management services to several customer groups,

including, among others, those in the technology, public services, and financial and professionalservices industry sectors. In addition, International markets personal lines and small commercialinsurance business in Canada through The Dominion of Canada General Insurance Company(Dominion), which the Company acquired on November 1, 2013. International, through itsLloyds syndicate (Syndicate 5000), for which the Company provides 100% of the capital,underwrites through five principal business unitsmarine, global property, accident & specialrisks, power & utilities and aviation.

The Company owns 49.5% of the common stock of J. Malucelli Participacoes em Seguros eResseguros S.A. (JMalucelli), its joint venture in Brazil. JMalucelli is currently the market leader insurety in Brazil based on market share, and commenced writing other property and casualty insurancebusiness in 2012. The Companys investment in JMalucelli is accounted for using the equity methodand is included in other investments on the consolidated balance sheet.

12


23/304

Selected Market and Product Information

The following table sets forth Financial, Professional & International Insurance net writtenpremiums by market and product line for the periods indicated. For a description of the markets andproduct lines referred to in the table, see Principal Markets and Methods of Distribution andProduct Lines, respectively.


By market:

Bond & Financial Products . . . . . . . . . . . . . . . . . . . . . . . . . . . $2,030 $1,924 $1,953 61.3%International . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1,279 1,057 1,149 38.7

Total Financial, Professional & International Insurance by

market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $3,309 $2,981 $3,102 100.0%

By product line:

Fidelity and surety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $ 918 $ 895 $ 957 27.7%General liability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 934 859 836 28.2International . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1,279 1,057 1,149 38.7Other . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 170 160 5.4

Total Financial, Professional & International Insurance byproduct line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $3,309 $2,981 $3,102 100.0%


Within the Financial, Professional & International Insurance segment, Bond & Financial Productsdistributes the vast majority of its products in the United States through approximately 6,100 of thesame independent agencies and brokers that distribute the Business Insurance segments products.These independent agencies and brokers are located throughout the United States. Bond & FinancialProducts, in conjunction with the Business Insurance segment, continues to make investments inenhanced technology utilizing internet-based applications to provide real-time interface capabilities withits independent agencies and brokers. Bond & Financial Products builds relationships with

well-established, independent insurance agencies and brokers. In selecting new independent agenciesand brokers to distribute its products, Bond & Financial Products considers, among other attributes,each agencys or brokers profitability, financial stability, staff experience and strategic fit with itsoperating and marketing plans. Once an agency or broker is appointed, its ongoing performance isclosely monitored. In addition, Bond & Financial Products sells its surety products through independentbrokers in the United Kingdom.

The International market distributes its products principally through brokers in the domesticmarkets of each of the countries in which it operates. It also writes business at Lloyds, where itsproducts are distributed through Lloyds wholesale and retail brokers. By virtue of Lloyds worldwidelicenses, Financial, Professional & International Insurance has access to international markets acrossthe world. In late 2008, the Company commenced an exclusive relationship with a broker in theRepublic of Ireland that significantly increased the 2009 volume of personal automobile coverage

written and also resulted in the Company writing personal household coverages. The Company ceasedwriting business through this relationship in the fourth quarter of 2010 and ceased writing all remainingpersonal insurance business in the Republic of Ireland in the fourth quarter of 2011.


Financial, Professional & International Insurance utilizes underwriting, claims, engineering,actuarial and product development disciplines for specific accounts, industries and countries, in

13


24/304

conjunction with extensive amounts of proprietary data gathered and analyzed over many years, tofacilitate its risk selection process and develop pricing parameters. The Company utilizes both standardindustry forms and proprietary forms for the insurance policies it issues.

Product Lines

The Financial, Professional & International Insurance segment writes the following types of

coverages: Fidelity and Surety. Provides fidelity insurance coverage, which protects an insured for loss due

to embezzlement or misappropriation of funds by an employee, and surety, which is a three-party agreement whereby the insurer agrees to pay a third party or make complete an obligationin response to the default, acts or omissions of an insured. Surety is generally provided forconstruction performance, legal matters such as appeals, trustees in bankruptcy and probate andother performance bonds.

General Liability. Provides coverage for specialized liability exposures as described above inmore detail in the Business Insurance section of this report.

International. Provides coverage for employers liability (similar to workers compensationcoverage in the United States), public and product liability (the equivalent of general liability),

professional indemnity (similar to professional liability coverage), auto and motor (similar toautomobile coverage in the United States), commercial property, personal property, surety,marine, aviation, personal accident and kidnap & ransom. Marine provides coverage for shiphulls, cargoes carried, private yachts, marine-related liability, offshore energy, ports andterminals, fine art and terrorism. Aviation provides coverage for worldwide aviation risksincluding physical damage and liabilities for airline, aerospace, general aviation, aviation war andspace risks. Personal accident provides financial protection in the event of death or disablementdue to accidental bodily injury, while kidnap & ransom provides financial protection againstkidnap, hijack, illegal detention and extortion. While the covered hazards may be similar tothose in the U.S. market, the different legal environments can make the product risks andcoverage terms potentially very different from those the Company faces in the United States.

Other. Coverages include Property, Workers Compensation, Commercial Automobile and

Commercial Multi-Peril, which are described above in more detail in the Business Insurancesection of this report.

Net Retention Policy

The following discussion reflects the Companys retention policy with respect to the Financial,Professional & International Insurance segment as of January 1, 2014. In the U.S. operations for thirdparty liability, including but not limited to umbrella liability, professional liability, directors andofficers liability, and employment practices liability, Financial, Professional & International Insurancegenerally limits net retentions to $25.0 million per policy. For surety protection, where insured limitsare often significant, the Company generally retains up to $75.0 million probable maximum loss (PML)per principal but may retain higher amounts based on the type of obligation, credit quality and othercredit risk factors. In the International operations, per-risk retentions are limited to a maximum of

$18.8 million, after reinsurance. Reinsurance treaties often have aggregate limits or caps which mayresult in larger net per risk retentions if the aggregate limits or caps are reached. The Company utilizesfacultative reinsurance to provide additional limits capacity or to reduce retentions on an individual riskbasis. The Company may also retain amounts greater than those described herein based upon theindividual characteristics of the risk.

14


25/304


The following table shows the geographic distribution of Financial, Professional & Internationalsdirect written premiums for the states that accounted for the majority of premium volume for the yearended December 31, 2013:

% ofState Total

California . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.6%Texas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.3New York . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2Florida . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1

All other domestic(1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46.4

Total domestic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66.6Total international . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33.4

Total . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100.0%

(1) No other single state within the United States accounted for 3.0% or more of the totaldirect written premiums written in 2013 by the Financial, Professional & InternationalInsurance segment.

Competition

The competitive landscape in which Bond & Financial Products operates is affected by many ofthe same factors described previously for the Business Insurance segment. Competitors in this marketare primarily national property and casualty insurance companies that write most classes of businessusing traditional products and pricing and, to a lesser extent, regional insurance companies andcompanies that have developed niche programs for specific industry segments.

Bond & Financial Products underwrites and markets its products to all sizes of businesses andother organizations, as well as individuals. The Company believes that its reputation for timely andconsistent decision making, a nationwide network of local underwriting, claims and industry experts andstrong producer and customer relationships, as well as its ability to offer its customers a full range of

products, provides Bond & Financial Products an advantage over many of its competitors and enables itto compete effectively in a complex, dynamic marketplace. The Company believes that the ability ofBond & Financial Products to cross-sell its products to customers of the Business Insurance andPersonal Insurance segments provides additional competitive advantages for the Company.

International competes with numerous international and domestic insurers in Canada, the UnitedKingdom and the Republic of Ireland. Companies compete on the basis of price, product offerings andthe level of claim and risk management services provided. The Company has developed expertise in

various markets in these countries similar to those served in the United States and provides bothproperty and casualty coverage for these markets.

At Lloyds, International competes with other syndicates operating in the Lloyds market as well asinternational and domestic insurers in the various markets where the Lloyds operation writes business

worldwide. Competition is again based on price, product and service. The Company focuses on lines it

believes it can underwrite effectively and profitably with an emphasis on short-tail insurance lines.

PERSONAL INSURANCE

The Companys Personal Insurance segment writes a broad range of property and casualtyinsurance covering individuals personal risks. The primary products of automobile and homeownersinsurance are complemented by a broad suite of related coverages.

15


26/304

Selected Product and Distribution Channel Information

The following table sets forth net written premiums for the Personal Insurance segments businessby product line for the periods indicated. For a description of the product lines referred to in thefollowing table, see Product Lines. In addition, see Principal Markets and Methods ofDistribution for a discussion of distribution channels for Personal Insurances product lines.


By product line:Automobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . $3,370 $3,642 $3,788 46.6%Homeowners and Other . . . . . . . . . . . . . . . . . . . . . . . . . . 3,855 3,952 3,957 53.4

Total Personal Insurance . . . . . . . . . . . . . . . . . . . . . . . . $7,225 $7,594 $7,745 100.0%


Personal Insurance products are distributed primarily through approximately 11,500 activeindependent agencies located throughout the United States, supported by personnel in ten sales regionsand seven service centers. While the principal markets for Personal Insurance products continue to bein states along the East Coast, California and Texas, the business continues to expand its geographic

presence across the United States. See Competition below for a discussion of the Companys newprivate passenger automobile product, Quantum Auto 2.0.

In selecting new independent agencies to distribute its products, Personal Insurance considers,among other attributes, each agencys profitability, financial stability, staff experience and strategic fit

with the segments operating and marketing plans. Once an agency is appointed, Personal Insurancecarefully monitors its performance.

Agents can access the Companys agency service portal for a number of resources includingcustomer service, marketing and claims management. In addition, agencies can choose to shift theongoing service responsibility for Personal Insurances customers to one of the Companys fiveCustomer Care Centers, where the Company provides, on behalf of an agency, a comprehensive arrayof customer service needs, including response to billing and coverage inquiries, and policy changes.

Approximately 1,700 agents take advantage of this service alternative.

Personal Insurance also distributes its products through additional channels, including corporationsthat make the companys product offerings available to their employees primarily through payrolldeduction, consumer associations and affinity groups. Personal Insurance handles the sales and servicefor these programs either through a sponsoring independent agent or through two of the Companyscall center locations. In addition, since 1995, the Company has had a marketing agreement withGEICO to underwrite homeowners business for certain of their auto customers.

In 2009, the Company began marketing its insurance products directly to consumers, largelythrough online channels. The investment in the direct-to-consumer initiative generated modestpremium volume for Personal Insurance in recent years, which was consistent with the Companysexpectations. However, the direct-to-consumer initiative, while intended to enhance the Companyslong-term ability to compete successfully in a consumer-driven marketplace, is expected to remain

unprofitable for a number of years as the Company continues to develop, test and evaluate thisdistribution channel.


Personal Insurance has developed a product management methodology that integrates thedisciplines of underwriting, claim, actuarial and product development. This approach is designed to

16


27/304

maintain high quality underwriting discipline and pricing segmentation. Proprietary data accumulatedover many years is analyzed and Personal Insurance uses a variety of risk differentiation models tofacilitate its pricing segmentation. The Companys product management area establishes underwritingguidelines integrated with its filed pricing and rating plans, which enable Personal Insurance toeffectively execute its risk selection and pricing processes.

Pricing for personal automobile insurance is driven in large part by changes in the frequency of

claims and by inflation in the cost of automobile repairs, medical care and litigation of liability claims.Pricing in the homeowners business is driven in large part by changes in the frequency of claims and byinflation in the cost of building supplies, labor and household possessions. In addition to the normalrisks associated with any multiple peril coverage, the profitability and pricing of both homeowners andautomobile insurance are affected by the incidence of natural disasters, particularly those related to

weather and, for homeowners insurance, earthquakes. Insurers writing personal lines property andcasualty policies may be unable to increase prices until some time after the costs associated withcoverage have increased, primarily because of state insurance rate regulation. The pace at which aninsurer can change rates in response to increased costs depends, in part, on whether the applicablestate law requires prior approval of rate increases or notification to the regulator either before or aftera rate change is imposed. In states with prior approval laws, rates must be approved by the regulatorbefore being used by the insurer. In states having file-and-use laws, the insurer must file rate changes

with the regulator, but does not need to wait for approval before using the new rates. A use-and-filelaw requires an insurer to file rates within a period of time after the insurer begins using the new rate.

Approximately one-half of the states require prior approval of most rate changes. In addition, changesto methods of marketing and underwriting in some jurisdictions are subject to state-imposedrestrictions, which can make it more difficult for an insurer to significantly manage catastropheexposures.

The Companys ability or willingness to raise prices, modify underwriting terms or reduce exposureto certain geographies may be limited due to considerations of public policy, the competitiveenvironment, the evolving political environment and/or changes in the general economic climate. TheCompany also may choose to write business it might not otherwise write in some states for strategicpurposes, such as improving access to other commercial or personal underwriting opportunities. Inchoosing to write business in some states, the Company also considers the costs and benefits of thosestates residual markets and guaranty funds, as well as other property and casualty business the

Company writes in those states.

Personal Insurance utilizes technology intended to maximize independent agents ease of doingbusiness with the Company. Automated quote transactions can be submitted online by independentagents either through Personal Insurances proprietary platform, their own agency managementplatform or comparative raters (discussed in more detail in the Competition section that follows).Nearly all new business policies can be issued online either by using the agents own platform orPersonal Insurances platform, both of which interface with Personal Insurances underwriting andrating systems to monitor transactions for compliance with the companys underwriting and pricingprograms. All on-line business is subject to consultative review by Personal Insurances in-houseunderwriters. Audits of on-line business are conducted by an internal review team using systematicsampling across all of the Companys distribution channels.

Product Lines

The primary coverages in Personal Insurance are personal automobile and homeowners and otherinsurance sold to individuals. Personal Insurance had approximately 6.4 million active policies(e.g., policies-in-force) at December 31, 2013.

17


28/304

The Personal Insurance segment writes the following types of coverages:

Personal Automobileprovides coverage for liability to others for both bodily injury and propertydamage, uninsured motorist protection, and for physical damage to an insureds own vehiclefrom collision, fire, flood, hail and theft. In addition, many states require policies to providefirst-party personal injury protection, frequently referred to as no-fault coverage.

Homeowners and Otherprovides protection against losses to dwellings and contents from avariety of perils (excluding flooding) as well as coverage for personal liability. The Companywrites homeowners insurance for dwellings, condominiums and tenants, and rental properties.The Company also writes coverage for boats and yachts and valuable personal items such as

jewelry, and also writes coverages for umbrella liability, identity fraud, and weddings and specialevents.

Net Retention Policy

The following discussion reflects the Companys retention policy with respect to the PersonalInsurance segment as of January 1, 2014. The Company generally retains its primary personal autoexposures in their entirety. For personal property insurance, there is an $8.0 million maximum retentionper risk. Personal Insurance retains the first $10.0 million of umbrella policies and purchases facultativereinsurance to provide additional limits capacity or to reduce retentions on an individual risk basis. TheCompany may also retain amounts greater than those described herein based upon the individualcharacteristics of the risk.


The following table shows the geographic distribution of Personal Insurances direct writtenpremiums for the states that accounted for the majority of premium volume for the year endedDecember 31, 2013:

% ofState Total

New York . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15.6%Texas(1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.6

Pennsylvania . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.6California . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.2New Jersey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.2Florida . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.0Georgia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.5Virginia . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2Connecticut . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.2Massachusetts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.5Maryland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.5

All others(2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32.9

Total . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100.0%

(1) The percentage for Texas includes business written by the Company through a fronting

agreement with another insurer.(2) No other single state accounted for 3.0% or more of the total direct written premiums

written in 2013 by the Personal Insurance segment.

18


29/304

Competition

Although national companies write the majority of this business, Personal Insurance also facescompetition from many regional and hundreds of local companies. Personal Insurance primarilycompetes based on breadth of product offerings, price, service (including claims handling), ease ofdoing business, stability of the insurer and name recognition. Personal Insurance competes for business

within each independent agency since these agencies also offer policies of competing companies. At the

agency level, competition is primarily based on price, service (including claims handling), the level ofautomation and the development of long-term relationships with individual agents. In recent years,most independent personal insurance agents have begun utilizing price comparison rating technology,sometimes referred to as comparative raters, as a cost-efficient means of obtaining quotes frommultiple companies. Because the use of this technology facilitates the process of generating multiplequotes, the technology has increased price comparison on new business and, increasingly, on renewalbusiness. Personal Insurance also competes with insurance companies that use exclusive agents orsalaried employees to sell their products, as well as those that employ direct marketing strategies,including the use of toll-free numbers and the internet. See Item 1ARisk FactorsThe intensecompetition that we face could harm our ability to maintain or increase our business volumes and ourprofitability.

The Agency Automobile line of business has been negatively impacted by various factors, including

the use of price comparison technology by agents and brokers as discussed above. The Company hasundertaken various actions to reduce costs in order to improve underwriting margins and enable it tohave a more competitively-priced product. The Companys actions in response to these factors include,among other things, the reduction of certain claim adjustment and other insurance expenses, with themajority of the impact in the Agency Automobile line of business. The reduction is intended to resultin savings of $140 million pre-tax per year by 2015 when fully implemented. It is also expected to resultin a restructuring charge of approximately $16 million, $12 million of which was incurred in 2013.

Additionally, in the fourth quarter of 2013, the Company launched a new private passenger automobileproduct, Quantum Auto 2.0. This product, in addition to incorporating the cost savings describedabove, has a lower base commission rate than the Companys existing Quantum Auto 1.0 product.These changes in cost structure are intended to enable the Company to price Quantum Auto 2.0 morecompetitively while generating an appropriate return. The new product was launched in 18 states by theend of 2013 and is expected to be offered in all but three states before the end of 2014. The Company

currently intends that, in approved states, all new accounts will be on Quantum Auto 2.0. In addition,Quantum Auto 2.0 will also be available to agents at their discretion for existing accounts.

CLAIMS MANAGEMENT

The Companys claim functions are managed through its Claims Services operation, with locationsin the United States and in the countries where it does business. With more than 12,000 employees,Claims Services employs a diverse group of professionals, including claim adjusters, appraisers,attorneys, investigators, engineers, accountants, system specialists and training, management andsupport personnel. Approved external service providers, such as investigators, attorneys and, in the rarecircumstances when necessary, independent adjusters and appraisers, are available for use asappropriate.

U.S. field claim management teams located in 21 claim centers and 57 satellite and specialty-onlyoffices in 45 states are organized to maintain focus on the specific claim characteristics unique to thebusinesses within the Companys business segments. Claim teams with specialized skills, requiredlicenses, resources and workflows are matched to the unique exposures of those businesses, with localclaims management dedicated to achieving optimal results within each segment. The Companys homeoffice operations provide additional support in the form of workflow design, quality management,information technology, advanced management information and data analysis, training, financial

19


30/304


31/304

concerning reinsurance, see note 5 of notes to the Companys consolidated financial statements andItem 1ARisk Factors.

The Company utilizes a variety of reinsurance agreements to manage its exposure to large propertyand casualty losses, including:

facultative reinsurance, in which reinsurance is provided for all or a portion of the insuranceprovided by a single policy and each policy reinsured is separately negotiated;

quota share reinsurance, in which reinsurance is provided for an agreed-upon fixed percentageof liabilities, premiums and losses for each policy covered on a pro rata basis;

treaty reinsurance, in which reinsurance is provided for a specified type or category of risks; and

catastrophe reinsurance, in which the Company is indemnified for an amount of loss in excess ofa specified retention with respect to losses resulting from a catastrophic event.

For a description of reinsurance-related litigation, see note 16 of notes to the Companysconsolidated financial statements.

Included in reinsurance recoverables are amounts related to structured settlements, which areannuities purchased from various life insurance companies to settle certain personal physical injuryclaims, of which workers compensation claims comprise a significant portion. In cases where theCompany did not receive a release from the claimant, the amount due from the life insurance companyrelated to the structured settlement is included in the Companys consolidated balance sheet as areinsurance recoverable and the related claim cost is included in the liability for claims and claimadjustment expense reserves, as the Company retains the contingent liability to the claimant. If it isexpected that the life insurance company is not able to pay, the Company would recognize animpairment of the related reinsurance recoverable if, and to the extent, the purchased annuities are notcovered by state guaranty associations. In the event that the life insurance company fails to make therequired annuity payments, the Company would be required to make such payments.

Catastrophe Reinsurance

Catastrophes can be caused by a variety of events, incl

travelerstravelers 2013 annual report 2013 annual report

Documents