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Farmers Insurance Introduces HelpPoint

    LOS ANGELES--Nov. 26, 2001--Having your life turned upside down -- whether it's a fender-bender or a fierce storm -- can leave you wondering what to do next. Waiting hours, even days between sending information to your insurer and getting the claim resolved can be even more frustrating.
    In the latest development of its strategy to become the industry's leader in customer service, Farmers Insurance Group today announced the launch of HelpPoint, a first-of-its-kind service showcasing the industry's most powerful technology to date.
    HelpPoint was designed with one goal in mind: to provide customers better service. HelpPoint is unique in that when customers call 1-800-HELP-POINT (1-800-435-7764), Farmers will not only handle its customer's actual physical losses, but will also help customers deal with the initial shock that inevitably follows a crisis.
    "When you are in an accident, the first thing that goes through people's minds is not what is my policy number. People are usually thinking am I okay, how long will it take for someone to show up and inspect my home or auto, who is going to call a tow company," said Stephen Price, vice president of personal lines claims. "HelpPoint is all about taking the customer beyond the financial support of the traditional insurer; we offer clear guidance in what is sometimes a rather confusing experience."
    HelpPoint customer service reps are specially trained and will help customers order their priorities, think through their options, and even anticipate their needs without all the waiting. Farmers will dispatch services, describe its service providers and assign a claims representative on the spot.
    To close the gap and between good service and great service, Farmers, using cutting-edge technology, will link customers to their claim information via the Internet. Customers can log onto www.farmers.com and monitor their claim's progress online beginning in late 2001. Customers will still have the option of contacting their agent or calling 1-800-HELP-POINT to find out more about their claim.
    "The level of customer service we are introducing significantly expands our capability to serve our customers. For over 70 years, Farmers has been providing families with innovative insurance products and services, and recognizes the very important role customer service plays when choosing an insurance company. Now they will recognize us as a leader in making the claims process seamless," said Price.
    Farmers Insurance Group of Companies includes the nation's third-largest home and auto insurers. With headquarters in Los Angeles and doing business in 41 states, Farmers provides home, auto, business, life insurance and financial services to more than 10 million households through 17,000 exclusive and independent agents and district managers. For more information about Farmers, visit the company's Web site at www.farmers.com.