Penny Kaspszak contributes to industry education

ATLANTA, GEORGIA, UNITED STATES – February 23, 2009 – Penny Kaspszak has made a valuable contribution to education
for the financial services industry by volunteering as a textbook reviewer for the second edition of LOMA’s Foundations of Customer
Service. In her role as text reviewer, Penny contributed her expertise and a great deal of time to an extensive review of the course
outline and chapter drafts.

“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.”

Miriam Orsina, FLMI, PCS , AAPA, ARA , PAHM, LOMA senior associate and co-author of the text, states, “Penny’s expertise in dealing
with various types of financial services customers and customer service processes made her a great asset to the review panel. Her careful
review of the chapter drafts and responsiveness to questions were extremely helpful to the revision project. Also, her interesting comments
and enthusiasm made it a pleasure to work with her.”

By sharing her time and expertise, Penny helped LOMA meet the educational needs of current and future industry employees. Only through
the volunteer efforts of expert reviewers is LOMA able to offer high quality, cost-effective materials on a timely basis.

According to Penny, “I felt that this course revision project would be a great opportunity to see what other companies view as excellent
customer service. I also wanted to see how LOMA creates their textbooks, and from that I received many good ideas for changes within
our teams at American Family Insurance.”

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.

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.

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.