News Room

November 19, 2007

Holiday Technical Help Often Just a Phone Call Away for Service Contract Buyers

ATLANTA: Round-the-clock telephone and online access to technical support is often a standard benefit with an extended service contract. For consumers who purchase service plans provided by Assurant Solutions, service representatives also are available Thanksgiving, Christmas and New Year’s.

“Being able to call for help when you are having a problem hooking up a new TV or booting up a laptop for the first time is sometimes an overlooked benefit of purchasing an extended warranty or service plan,” said Keith Meier, senior vice president and general manager of Assurant Solutions’ extended service business. “A phone call is usually the first step when a consumer needs service. On average, we are able to resolve about 80 percent of service calls over the phone.”

While telephone and online service availability can vary by retailer and the plans they offer, 60 percent of the service contract programs administered by Assurant Solutions include 24/7 access to a live technical service representative, 365 days a year. All Assurant Solutions-administered plans will provide daily access to service centers throughout the holiday period.

Assurant Solutions, part of Assurant, Inc. (NYSE:AIZ), provides service plans through more than 10,000 retail stores in the United States. Its programs cover a wide range of products, including home appliances, consumer electronics, fitness equipment, furniture, jewelry, lawn and garden equipment, personal computers and wireless and mobile devices.

Consumers are encouraged to register service contracts with the contract administrator as soon as possible following purchase. Once a contract is registered, a service representative can easily call up information about the covered item using the consumer’s name or registered telephone number. Consumers also should keep their original purchase receipts for reference when calling for service.

Unfamiliarity with new technology is a frequent source of stress for consumers, and the reason given for many service calls. In a recent study conducted by NPD Group*, an independent market research firm, “complicated products” were cited as the main reason that consumers over the age of 35 purchase extended service plans. The same study found that 50 percent of consumers decided they needed installation help – after bringing the product home.

Meier said that most of the service calls made to Assurant Solutions are answered by service centers in the United States. “Our three centers in Oklahoma and Texas currently handle more than 90 percent of our call volume,” he said. “We do outsource some calls to a service center in Mexico, but these are mostly from Spanish-speaking consumers.”

Assurant Solutions requires that all technical service representatives satisfactorily complete a three-week training program before going to work on the service floor. This program includes classroom instruction that focuses on the products that they will support, the tools and processes available to assist customers and the application of various company policies, including customer privacy.

Once training is complete, each new service representative receives an additional week of on-the-job coaching from a manager or supervisor who closely monitors the new representative’s interaction with customers. All Assurant Solutions service representatives have access to a knowledge base on more than 3,200 consumer electronics products, as well as numerous articles on how to troubleshoot for and resolve specific problems.

Meier noted that Assurant Solutions is the extended service contract industry’s only ISO 9001: 2000 certified warranty administrator. “This certification ensures that our business is regularly audited and certified by an independent body for consistent, high-quality service.”

About Assurant Solutions

Assurant Solutions businesses develop, underwrite, market and administer specialty insurance, extended service contracts and other risk management solutions through collaborative relationships with leading financial institutions, retailers, automobile dealers, funeral homes, utilities and other entities. With operations in 23 cities, including executive offices in Atlanta, Ga., Assurant Solutions serves clients and their customers in 11 countries throughout North America, the Caribbean, Latin America and Europe. www.assurantsolutions.com

Assurant Solutions is part of Assurant, a premier provider of specialized insurance products and related services in North American and selected international markets. Assurant, a Fortune 500 company and a member of the S&P 500, is traded on the New York Stock Exchange under the symbol AIZ. Assurant has over $25 billion in assets and $7 billion in annual revenue. www.assurant.com

*Source: NPD Group – Services: The Consumer Perspective on Warranties, Installations, and Tech Support – March 2007

Media Contact:

James A. Sykes
Director, External Communications
Telephone: 770.763.1015
E-mail: james.sykes@assurant.com