The Thrivent Way Our mission statement guides us in all we do.

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1 The Thrivent Way Our mission statement guides us in all we do. 1 We are a membership organization of Christians, and our members are our owners. Our purpose is to serve our members and society by guiding both to be wise with money and live generously. We believe that all we have is a gift from God and that generosity is an expression of faith. We succeed when our members, their families and their communities thrive. We value our relationships, so we will: Be trustworthy in character and competence, and Act like owners and treat each other as owners, and Live balanced and generous lives.

2 About Thrivent Financial Thrivent Financial is a fraternal benefit society. That means we are a not-for-profit membership organization. We re also a Fortune 500 financial services organization. By definition, a fraternal benefit society is a not-for-profit organization that provides insurance to its members and has to carry out social, intellectual, educational, charitable, benevolent, moral, fraternal, patriotic or religious purposes for the benefit of its members and the public. We can t simply sell insurance and we can t simply do charitable work. We have to do both. 2

3 Member Dispute Resolution Program If normal complaint-handling activities do not resolve the complaint, in lieu of litigation, members are required (with some exceptions) to seek resolution of their disputes through the Member Dispute Resolution Program (MDRP) as directed by our Bylaws. The MDRP is designed to ensure that members receive a fair, timely and efficient review of their complaints. 3

4 Three Step Process MDRP: Arbitration MDRP: Mediation MDRP Program MDRP: Appeal Complaint 4

5 Complaint Process The complaint handling process is the step before the MDRP. The complaint is received, logged and researched. A decision is communicated to the member. If the decision is a denial of the member s request, the MDRP will be offered, with few exceptions. MDRP is required on non-securities products and is an option on securities products. 5

6 Step 1: Appeal If appeal is desired, a written request for appeal must be submitted to the program coordinator. If there is new or additional information, copies should be sent along with the written appeal request. The panel is made up of management or senior level employees. Five panelists are chosen for each appeal. At least one panel member must have experience with the product involved. No panel member can be previously involved in the complaint. Case materials are assembled and distributed to the appeal panel one week prior to the scheduled review date. The panel has full authority to affirm, modify, or reverse the determination made by Member Relations or the business unit. 6

7 Step 2: Mediation Mediation is non-binding. It s a meeting to see if the parties can reach an agreement with the assistance of a neutral 3 rd party. It is not a hearing where a decision is rendered by a fact finder such as a judge or arbitrator. Thrivent allows member to choose the mediator. Thrivent pays the cost of the mediator. 7

8 Step 3: Arbitration The arbitrator is chosen by both parties. Thrivent pays the cost of the arbitrator. The member pays the cost of their own legal counsel. Arbitration is similar to a trial without a jury. The decision of the arbitrator is binding. 8

9 Case 1 Robert Robert owned a universal life insurance contract issued in The contract lapsed in Robert died in The family alleged they did not receive notices that the insurance was lapsing. They felt the agent should have alerted them to the fact the insurance was lapsing. Robert s wife, who handled all the finances, was busy caring for an elderly parent during the time the contract lapsed. The specified amount was about $181,000 with a loan of approximately $14,000. 9

10 Findings Thrivent sent all required notices to indicate the insurance was lapsing and provided notice when the contract had lapsed. Statements were sent annually. The agent indicated she had to remind the member to pay premiums in the past. The agent knew the family well. The member chose to meet with the agent only every 2-4 years, rather than annually. The agent received regular service alerts from the home office. 10

11 Member Relations Decision Thrivent denied the family s request to pay the death benefit based on the following facts: Lapse notices were sent; Statements were sent and noted how long the coverage would continue; The family did not make time to meet with the agent during this critical period Thrivent offered the family the Member Dispute Resolution Program. 11

12 MDRP Outcomes Appeal The appeal panel determined all appropriate measures had been taken by the agent and the home office. The current decision was upheld. Mediation Not successful as member s family essentially made a demand for the full amount of the death benefit. Arbitration Arbitrator found in favor of the member s family. Found a very personal and special relationship existed between the family and the agent. Settlement - Family was paid $166,652 on the claim and Thrivent incurred $34,000 in legal costs. 12

13 Case 2 Norman The universal life insurance contract was issued in The specified amount was $100,000. The member withdrew $15,000 from cash value in 1989, which reduced the specified amount to $85,000. There was a specified amount increase to $185,000 in The contract lapsed in 2009 at Norman s age 68. Norman believed that if he paid all his premiums he would have a paid up contract at age

14 Findings Thrivent found that Norman was informed he was not paying enough premium as early as Norman s contract was reviewed often, but Norman declined to take any action. Norman discontinued premium payments in 2000, but then began paying sporadically each time the contract entered the grace period. 14

15 Member Relations Decision Thrivent denied the member s request for a paid up contract at age 65 based on the following facts: The member did not make all of his premium payments; There was no evidence he was promised a paid up contract; and The The member member opted further to appeal impacted this the decision contract s through value the by Member Dispute Resolution taking a withdrawal. Program. 15

16 MDRP Outcomes Appeal - The appeal panel concurred with the previous findings on the case. It appeared Norman used the flexibility of the contract. Mediation - Unsuccessful as member wanted universal life insurance contract converted to Life Paid Up at 65 from inception. Arbitration - Member s claims denied in large part because the agents notes documented the discussions that took place regarding Norman s contract. Settlement No settlement to Norman but the cost of defense for Thrivent was $19,

17 By the Numbers: Dispute Escalation : 6087 Complaints 198 Appeals (3.3%) 16 Day Average 70 Mediations (44.6% of all affirmed appeals) 99 Day Average 15 Arbitration (88.2% of unresolved mediations) < 277 Day Average 17

18 18 Questions?