Day One slides

Day One slides
Asurion_Internal_Use_Only CORPORATE PPT TEMPLATE – INTERNAL USE 09.10.14
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase Today’s agenda • Welcome • Administrative items • Our Company • Our Culture • Need to Know / How do I..? • What’s Next? • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events In today’s session, you’ll learn more about our company, our culture and some of the tools available to help you be successful during your first 90 days. Ask questions, engage in the process and get to know your colleagues. Welcome to the team!
Welcome video https://vimeo.com/album/3520004 password: asu1 2 minutes 7 seconds
Asurion_Internal_Use_Only • Welcome • Our Company • Our Culture • Need to Know / How do I..? • What’s Next?
For the past 20 years, Asurion has helped people across the globe balance the interdependency between life and technology. Today, as the industry-defining leader of technology solutions, we ensure 280 million consumers’ devices and appliances stay online and on the job in this fast moving, tech-driven world. Asurion ensures technology and people are harmonious. And your life is in balance. We do so across the digitally connected globe, by speaking six languages, and by working across any device, platform or provider. We do this in 40 offices around the world, with our global headquarters in Nashville, TN, our Asia Pacific HQ in Hong Kong, and our European HQ in London.
We’re a technology company; we help consumers to get the most out of their technology and electronics. But we’re also an amazing group of people, 15,000 strong. When you call us, you’ll talk to people with patience and experience to genuinely help. We understand what it’s like to have a cell phone fall in the swimming pool or a hard drive crash on a term paper. We replace. We fix. We find. We solve. We keep you in the game. 92% of customers rated Asurion 4 or 5 on a 5-star scale for customer satisfaction Asurion’s NPS score (72) ranks among other highly regarding companies including USAA (74), Apple (71) and Costco (71) Asurion mobile apps have an average rating of 4.2 out of 5 stars
We’ve built a lot of things in the past 20 years. The most important is trust. Small group of investors fund purchase of a business Acquired Road Rescue, Inc. (Founded in 1987) Acquired The Merrimac Group (Founded in 1986) Built Technology and Logistics Center Expanded operations to Asia Merged with Lockline and Warranty Corporation of America Combined with National Electronics Warranty; Expanded operations to Europe Built first iPhone insurance program Acquired technology support solutions company, Soluto Introduced a new Asurion brand Celebrated 20 years 1994 1995 1999 2002 2003 2006 2008 2010 2013 2014 2015
Our global presence… Australia Canada China France Hong Kong India Israel Japan Mexico Philippines Singapore South Korea Taiwan Thailand United Kingdom United States of America
Life’s Operating System video https://vimeo.com/album/3520004 password: asu1 3 minutes 4 seconds
Customer Solutions
Six principles define the experience we want to create for our customers
We are the trusted partner to some of the biggest retailers, manufactures and service providers in the world, including AT&T, China Mobile, DIRECTV, DoCoMo, KDDI, Sprint, Target, Telus, Verizon Wireless and Walmart. Together we offer best in class: Device Protection Coverage for loss, theft, damage, and out of warranty malfunction Protection Apps All-in-one phone and data protection with easy one-click access to live support Premier Support Quick resolution to any device issue or question Electronics Protection Coverage for computers, laptops, tablets, gaming consoles, televisions and home phones of any age, brand or size
We are the trusted partner to some of the biggest retailers, manufactures and service providers in the world, including AT&T, China Mobile, DIRECTV, DoCoMo, KDDI, Sprint, Target, Telus, Verizon Wireless and Walmart. Together we offer best in class: Device Protection Coverage for loss, theft, damage, and out of warranty malfunction Protection Apps All-in-one phone and data protection with easy one-click access to live support Premier Support Quick resolution to any device issue or question Electronics Protection Coverage for computers, laptops, tablets, gaming consoles, televisions and home phones of basically any age, brand or size
We offer comprehensive mobile protection, which means customers get the most out of their device, and they’re never without it for long. This includes: Major savings on a replacement device if it’s lost, stolen, or damaged Next-day replacement (typically) Personal assistance to help with any technical issues and offer tips to get the most out of the device Mobile app to locate the phone, secure privacy, improve battery life, even restore contacts and photos Fast Facts • 1 in 4 people will have their phone lost, stolen or damaged this year • 80 million phones are lost, stolen or damaged each year, that’s 2 every second • 80 % of claims happen within the first 12 months of owning a phone • New Year’s is the most dangerous holiday for phones, with a 64% increase in claims ? ? ? ?
Filing a claim is quick and easy with Asurion care reps available 24/7/365 over the phone or online 3 51 2 4 Our customer care representatives are available to help complete your claim. Look in your wireless company’s insurance brochure for the best number or online at www.asurion.com By Phone Online Enter your personal information Enter your phone make and model Tells us where to ship your phone Pay your deductible Receive your phone as quickly as the next day
AT&T Customer Video https://vimeo.com/album/3520004 password: asu1 1 minute 19 seconds
Backup • Safe browsing • App assist • Antivirus Secure Locate Support • Cloud backup • Transfer • Access • Locate • Alarm • Lock • Erase • Click-to-call • Integrated device diagnostics • Self-help tools Fast Facts • 50 % of people lose or misplace their device at least once a month • 53 % of people say they are unaware of security software for smartphones • 96 % of all mobile devices have no security software installed • Asurion apps have been downloaded over 16.6 million times • Over 17,000 app reviews with an average rating of 4.2 out of 5 stars • Apps are available in Android and iOS app markets Your smartphone is your address book, photo album, and connection to the people and places that matter most ? ? ?
Premier Support Solutions (PSS) Aspires to be the most highly regarded global provider of technical solutions to ensure customers get the most out of their device and all the technology they connect to it Easy to use • Click-to-Call and Click-to-Chat • One call solves it all with no transfers Knows me • Intelligence through the data and platform in order to personalize the experience Surprises and delights me • Industry leading 98% technician resolution on the first call
PSS Features Reactive Support • Mobile Device Location • Security • Backup and Restore Proactive Support • Welcome email • Personalized usage trends • Trigger alerts • Educational messages Screen shots of proactive functionality
PSS Overview https://vimeo.com/album/3520004 password: asu1 2 minutes 33 seconds
From your Tablet to your Washing Machine Asurion partners with leading retailers to provide consumers with protection that saves them time and money, both in-store and online. Customers can access support 24/7, 365 days a year via phone, chat, web or mobile and receive real-time status updates on their product throughout the claim. Asurion’s service and replacement plans protect across a variety of product categories including: Laptops/Computers – Tablets – TVs – Portable Consumer electronics (digital cameras, MP3 Players) – Home Office – Major appliances – Outdoor Power Equipment – Jewelry
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109 % claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase Customer Satisfaction Asurion repairs products from 1,000 different CE manufacturers. Each year, Asurion completes: • 1 million in-home repairs • 1.5 million depot repairs • 93% of Asurion’s in-home service is scheduled for next day service • 92% of tablets are repaired/replaced in less than 3 days • 55% of computer issues are resolved on the phone ? ?
Retail video (Home Depot Product Protection) https://vimeo.com/album/3520004 password: asu1 1 minute 59 seconds
Protection Plan • Upgrade to latest equipment every 2 years • Complete system coverage • 24/7 phone support • Fast and convenient service • In 2014, the DirecTV team officially reached 10 million customers with 550,000 of those on the “whole home” Premier Protection Plan. • Asurion now covers more than 50% of DirecTV residential customers with the DirecTV Protection Plan (DPP) and Protection Plan Premier (PPP) programs • DirecTV has recognized Asurion as the model partnership by which all DirecTV vendors are measured, and continues to be highly engaged and supportive of the program • 3,800 agents – 19 million calls a year to support our DirecTV Protection Program subscribers Protection Plan Premier • Peace of mind for all your entertainment devices
DirecTV video https://vimeo.com/album/3520004 password: asu1 1 minute 10 seconds
Supply Chain Management (SCM)
Best-in-class Service Network and Supply Chain Asurion has an independent nationwide network of more than 5,000 service providers, 12,000 trained repair technicians and 33 domestic repair depots Quality < 2% defective returns 12-month warranty Speed Late-in-day cutoffs 99% next-day delivery Same Device 85% same model replaced 90%+ for iPhones Packaging OEM-like out-of-box experience Simplified cohesive instructions
The Asurion Employee Experience: A User’s Guide (Step through accompanying PDF)
Asurion Culture video https://vimeo.com/album/3520004 password: asu1 8 minutes 13 seconds
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase The mission of Compassion Forward is to celebrate and encourage community involvement, workforce investments and volunteerism by and for Asurion employees. The Compassion Fund A tax exempt 501(c)(3) non-profit organization dedicated to providing a helping hand to team members in times of need Volunteerism Asurion partners with organizations that make a significant impact in the communities in which we live and work Corporate Giving Asurion provides direct financial support to chartable organizations, including the Compassion Fund, through enterprise fundraisers
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase The Compassion Fund has made over 1,300 grants to Asurion team members totaling more than $2.1 million *as of May 2015 • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase Through Compassion Forward, Asurion supports team members who volunteer their time or talents to charities that help build a strong workforce for the future. We also support a number of organizations that align with our philanthropic mission through direct monetary donation.
Certification All employees are required to complete compliance courses annually Claims Guidelines Employees love Asurion’s products and services too, but follow specific rules to guard against fraud Code of Conduct Provides a common set of ethical standards that guide our actions as we conduct business We take Ethicsseriously Integrity Plus There if you ever need it to anonymously report concerns
Benefits: Providers and Vendors Medical, Disability and Leave of Absence Prescription Voluntary Products Dental Talk to a Doc 24/7 401(k) Employee Discounts Health and Dependent Care Spending Accounts Employee Assistance Identity Theft Life Insurance
PPO Health Saver Basic Health Savings Account - Yes - Incentives - Up to $1,000 - Preventive Care $0 $0 $0 Primary Visit Copay $20 Ded & 20% Coins $30 Specialist Visit Copay $40 Ded & 20% Coins $50 Emergency Room $150 Ded & 20% Coins Ded & 30% Coins Annual Deductible Max reached Individually Max reached as a Family Max reached Individually Employee $750 $1,300 $2,000 Family $1,500 $2,600 $4,000 Coinsurance 10% 20% 30% Employee Max $2,500 $3,000 $6,000 Family Max $5,000 $6,000 $12,000 Prescription Drugs Not subject to deductible Subject to deductible expt Prev May be subject to deductible Generic $5 $5 $5 Preferred Brand 10% Coins (Max $75) Ded & 20% Coins (Max $75) Ded & 30% Coins Non-Preferred Brand 10% Coins (Max $75) Ded & 20% Coins (Max $75) Ded & 30% Coins Specialty 10% Coins (Max $100) Ded & 20% Coins (Max $100) Ded & 30% Coins Medical Plan Comparison
Dental and Vision Plans Dental Plan Core Coverage Buy-Up Option Preventive 100% 100% Basic 20% after deductible 20% after deductible Major 50% after deductible 50% after deductible Orthodontia Not covered $2000 limit for adults and children Annual Deductible $50 Individual / $150 Family $50 Individual / $150 Family Annual Maximum Benefit $1000 $2500 Vision Plan Core Coverage Buy-Up Option Eye Exam $15 $10 Frames $130 allowance (every other calendar year) $130 allowance (every calendar year)
Making the Most of your Benefits 2015 Biometric Screening Information A Biometric Screening can help you identify potential health risks and receive a 20% discount on your 2015 medical premiums. Remember, your health results from the screening are private and confidential. The biometric screening includes a blood pressure check, cholesterol and glucose blood test, and other physical measurements. You and your covered spouse/domestic partner, if you have one, must BOTH participate to receive a 20% discount on your 2015 medical premiums. Call Quest Diagnostics at 1-844-598-7966 to get started. Healthy Pregnancies, Healthy Babies (HPHB) If you are a new mom or expecting, getting the most from your health insurance is more important than ever. From prenatal care to pediatric visits and immunizations, let Cigna’s HPHB program help you every stop of the way. Call Cigna at 1-855-510-5165 and select Option 4 to enroll. If You Have Diabetes, We’ve Got You Covered Livongo Health provides Asurion medical plan participants (and/or family members) who have diabetes or are pre diabetic with access to Living Well with Diabetes, a diabetes management program, at no cost. Call 1-800-945-4355 to enroll. 401(k) Enrollment Newly eligible plan participants will be automatically enrolled at a 3% employee deferral and the contributions will be directed to the investment default option. To access your account online visit www.principal.com. When prompted, enter the plan's Contract / Plan ID Number: 616230. Health Saving Account (HSA) If you contribute to your HSA, Asurion will match your contributions. You and your spouse can also earn incentives if your BMI < 30, or total cholesterol <= 239, or blood pressure is <= 140/90. You can earn up to a maximum of $500 and if you have dependents covered under the medial plan, you can earn up to a maximum of $1,000.
Critical Benefits Dates • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events Website: https:// Asurion.Benefitsnow.com Benefits Counselor: 877-304-0033 Enrollment Deadline: 30 days from date of hire Medical, Prescription & Dental Coverage Begins: 1st of month following 60 days of employment
Payroll Action Items Questions or Help: ADP portal www.portal.adp.com | MyHR ticket via Insite or www.AsurionBeyondWork.com Or contact Employee Solutions at 866-678-5821 (M-F, 8:00am to 5:00pm CT)  You will receive a welcome email from Payroll within 7 business days of hire with more information and instructions to access to the ADP portal.  Use the ADP portal to setup your tax withholdings and direct deposit.  If you have tax forms that can not be completed on the ADP portal, submit to payroll by fax (615-985-0037) or email (PayrollUS@asurion.com).  Hourly employees: Verify your access to Kronos is working. If you have issues contact Asurion- Kronos@asurion.com. Always ensure your time in Kronos is correct and approved after your last shift of the payroll period.  Verify your personal information in Workday prior to your first pay check.  Verify all information on your first paycheck is correct (name, address, tax withholding)
Payroll FAQ Other questions? ADP portal www.portal.adp.com | MyHR ticket via Insite or www.AsurionBeyondWork.com Or contact Employee Solutions at 866-678-5821 (M-F, 8:00am to 5:00pm CT) How do I print a copy of my pay check? Employees with direct deposit or pay card will not receive printed statements. Copies can be viewed and printed from the ADP portal. How do I update my tax withholdings or bank account information? Using the ADP Portal. Changes submitted by the pay period end date will be processed on that pay period. What if my check seems incorrect? Contact your manager first. If changes are needed to your HR or Kronos data, your manager may be able to submit these changes. If your manager is not able to assist, submit a MyHR ticket or contact HR Shared Services. When are W2s available? W2s are available on the ADP portal site immediately, so you do not need to wait for a hard copy. Asurion mails W2s to the address you have on file no later than January 31st. When is pay day? Employees are paid biweekly every other Friday. A Payroll Calendar is available on the ADP portal. When will my direct deposit go into effect? Direct deposit goes into effect on the first pay period the information is entered as long as the information is entered before Midnight EST on the day the period ends. What if I don’t have a bank account? To avoid delays in receiving physical checks, sign up for a Pay Card. See your Payroll welcome email for more information. *Bank accounts are required for Canadian employees. When will I receive my pay? For direct deposit or pay card, pay is received on pay day. If you choose to receive a physical check and work at an Asurion office, checks are available on pay day. For work at home, checks are mailed the Wednesday before pay day, and timing is dependent upon the United States Postal Service.
Payroll Calendar 2015 Pay Date Payroll cutoff Pay period ends Deadlines for Kronos adjustments and PTO submittal are Mondays at 10:00 am CST following pay period ends Deadlines for approved Incentive spreadsheets, pay adjustments, and special pays to Payroll are Wednesdays before pay period ends Payroll reserves the right to adjust these deadlines to accommodate processing around holidays or ADP requirements
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase Employee Solutions Employee Solutions provides easy access to HR information through self-service options and a contact center which offers personalized service. • The first point of contact for employees and supervisors to get their questions answered and to assist with their HR needs. • Online support available via MyHR ticket located on the Beyond Work tab on Insite • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events Phone support 866-678-5821 (M-F, 8:00am to 5:00pm CT) Online support MyHR (Beyond Work tab on Insite)
The Asurion Service Desk is here to help with all of your technology needs. You can request support 24 hours a day 7 days a week, via phone or online. Whether you need assistance accessing an application, installing software or dealing with unexpected errors, we’re your solution resource Service Catalog online http://servicecatalog.Asurion.com 615-762-1780 internal 866-299-1974 external Making IT easy for you…
Corporate Real Estate Access the MyFacilities site at http://MyFacilities for all your Facilities- related needs: • Building maps • Conference & workspace directories • Service requests • Move requests • Building information • Conference room setup • Keys Your local Facilities team is available to offer additional location-specific guidance
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase Corporate Safety Team • Workplace safety • Auto & travel safety • Emergency response procedures • Ergonomics • OSHA • Incident investigations • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events • Code of Safe Practices • Emergency Response Guide • Auto Safety Policy • Ergonomics guidelines Visit the Corporate Safety site to review these important resources Safety is everybody’s responsibility!
Insite The Asurion intranet. Your go-to source for news and information. Workday Our people information system. Self-serve functions for team members and people leaders. APEX All things learning. Schedule and participate in required and voluntary coursework and learning opportunities. Facilitator conducts brief demo of each Systems you need to know…
Fast Facts • Tablets are most likely to be damaged around back to school time • Washing machines, dryers and dishwashers are more likely to break in January, followed by July and November • What do oven ranges and cameras have in common? They are more likely to break around the holidays • Asurion sees 109% claims spike in video gaming systems over the holidays (November through January) • Average time for gaming consoles to fail: Between 21-22 months after purchase What’s next? • Paperwork • Site tours • One-on-one with manager • Follow through with Benefits and Payroll action items • Double-jacking • Joining the Winning Team • Natural Disaster, Fire, and Flood • Care of Self or a Family Member • Transitional Housing • Relocation of Children • Emergency Travel • Funeral Expenses • In-Home Care of Family Member • Non-Reimbursable Medical Expenses • Essential Life Expenses • Death of a Spouse/Domestic Partner Eligible Events Next steps may vary based on location. We encourage you to take an active role in connecting with your manager and colleagues, setting goals, sharing ideas, exploring opportunities and making the most of your first 90 days! Welcome to the team!

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