Diana Sorrell contributes to industry education

ATLANTA, GEORGIA, UNITED STATES – February 23, 2009 – Diana Sorrell 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, Diana 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, “Diana was a great
asset to this text revision project. Her customer service knowledge helped us improve many different sections of the text and
develop meaningful examples and figures. Also, I really enjoyed working with her.”

By sharing her time and expertise, Diana 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 Diana, “Being part of the text revision project provided me with a great professional development experience, while
allowing me to work with an organization that Westfield has had a long-standing relationship with. Additionally, I appreciated the
opportunity to contribute to education for customer service in the insurance industry.”

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.