text: over the prior year. Our afﬁnity personal lines premiums rose 11 percent, reﬂecting our grow- 
  
  ing business with AARP members. And our specialty professional liability business saw a 56 
  
  percent premium gain. 
  
  We merged our personal and business insurance sales and agency management 
  
  organizations in 2001 to give agents a single point of contact. This makes it easier for them 
  
  to do business with us and enhances their ability to cross-sell these lines. We also gave 
  
  agents a wealth of new technological tools. They include continuously updated small-busi- 
  
  ness underwriting guidelines available online, customized direct-bill status reports, online 
  
  access to commission statements, and online quoting capabilities, to name just a few. 