jon mcelhaney contributes to industry education

ATLANTA, GEORGIA, UNITED STATES – February 23, 2009 – Jon McElhaney 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 his role as text reviewer, Jon contributed his 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, “Jon was a great asset to this text
revision project; his input helped make many sections more current and interesting. In addition, his knowledge of and enthusiasm for the subject
of customer service made it a pleasure to work with him.”

By sharing his time and expertise, Jon 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 Jon, “I enjoyed working on the LOMA ACS 100 text revision project since it will help others to develop better customer service
skills and knowledge of the role of customer service in the insurance industry. Helping LOMA to keep its educational materials current to today’s
business environment will help keep the insurance industry up to date on the changing needs of consumers. The use of multiple access points
for consumers—such as agent contact, Web contact, and telephonic contact—requires that insurers find a way to support multiple customer
contact channels in an efficient and effective manner.”

 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.