NEW EDITION OF LOMA CUSTOMER SERVICE TEXT AVAILABLE

ATLANTA, GEORGIA, UNITED STATES – February 23, 2009 – LOMA announces the release of the
second edition of Foundations of Customer Service. The textbook provides a comprehensive introduction
to the knowledge, skills, and perspective every person in a financial services company needs to know to
work effectively with internal and external customers. The text incorporates input from industry experts to
reflect current industry practices and standards for the customer service activities of insurance companies,
banks, investment companies, securities brokerages, finance companies, and other financial institutions.
The second edition updates the text, expands the customer service technology information, and adds
information on customer privacy issues.

“The industry experts who volunteer their time to review LOMA textbooks play a crucial role in ensuring the
accuracy and relevance of our courses,” notes Kathy Milligan, FLMI, ACS , ALHC, Vice President of LOMA’s
Education and Training Division, “The members of this text review panel included not only customer service
experts, but also representatives from many other functional areas, such as information technology, new
business, insurance administration, broker/dealer operations, legal and compliance, claim administration,
and accounting. Through their suggestions, advice, and varied perspectives, the reviewers made many
important contributions to the course’s content and presentation.”

Foundations of Customer Service, Second Edition, is assigned reading for LOMA’s globally recognized
Associate, Customer Service (ACS) Program. ACS is a self-study, examination-based program for
professional, managerial, and staff employees who interact with internal and external customers. Many
ACS designees further their knowledge of customer service by earning LOMA’s Professional, Customer
Service designation. The text was revised by LOMA senior associate Miriam Orsina, FLMI, PCS , AAPA,
ARA , PAHM and associate Dorinda Paige, ALMI, ACS .

About LOMA
Established in 1924, with 1,200 plus member companies in over 80 countries, LOMA is committed to a
business partnership with its world-wide members in the insurance and financial services industry to improve
their management and operations through quality employee development, research, information sharing and
related products and services.  For more information, visit: www.loma.org