AARP cus t omers C l a i re O . and F red Schaper saw our ex t raord i nary serv i ce up c l ose a t  a  t i me o f  d i re need . The coup l e ,  f ron t , had a car acc i den t  wh il e i n Boca Ra t on , F l a . Us i ng our  t o ll - f ree phone number , t hey reached San An t on i o , Texas , Cus t omer Care Team Member Er i c Cruzan , oppos i t e page  t op . He d i rec t ed  t hem  t o Ray and Wendy Pare , beh i nd  t he Schapers , owners o f  Boca Ra t on Pa i n t  & Body , a member o f  our Cus t omer Repa i r Serv i ce Program . Two days l a t er  t he coup l e l earned o f  a dea t h i n  t he f am il y i n Garnerv ill e , N . Y . They needed  t he i r car  f as t . They a l er t ed  t he Pares , who go t t he car ready  t he nex t  day . In a l e tt er  t o The Har tf ord ,  t he Schapers wro t e , “ A t  a  t i me o f t rauma and  t urmo il , i n an un f a- m ili ar area , our  f a i t h was res t ored . ” For many customers, the most important contact with us occurs when they file a claim.  In 2003 consumers nationwide ranked The Hartford second among 24 property-casualty insurers  in automobile collision-repair claims satisfaction, according to a news release from J.D. Power and Associates, a worldwide marketing information services firm. The news release said results were based on a survey of 5,622 consumers who had their cars repaired in the previous 12 months.  Our own studies reveal a 90 percent retention rate among customers who have a positive  claims experience. Our claims service centers’ “first-touch experience” model is one way we come through for  our customers when they need us most. The Hartford’s claims representatives arrange appraisal  and repair options, coordinate car rentals and resolve all other issues on the customer’s  first call to our claims service center. We also deal directly with customers in our AARP customer service centers, where we apply  the same high service standards. We offer auto and homeowners insurance to AARP’s 36 million members through AARP’s World Wide Web site and other direct communication.  We have used CEMS in AARP service centers for two years, and we continually upgrade our service in other ways. A 2003 survey of AARP customers led to a product enhancement we call “declining deductibles.” For each accident-free year, we reduce a customer’s deductible by $50,  with the potential to drop to zero. The survey also told us that more than 30 percent of AARP  members work full-time. We responded by extending our AARP call center hours from 7 a.m.  to 11 p.m. in all U.S. time zones.  2003 Annual Report Twe n t y - f i v e AARP customers’ 92 percent renewal rate tells us excellent service builds trust.