The Oregon Agent, Fall 2014 by Blue Water Publishers, LLC

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The Oregon Agent â&#x20AC;˘ Fall 2014

Acquisition Strategy

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FALL 2014 IIABO Office 5550 SW Macadam Suite 305 Portland, OR 97239 Phone: 503-274-4000 Fax: 503-274-0062 Toll Free: 866-774-4226

IIABO Staff Directory Executive Vice President Jim Perucca jimp@insureoregon.org

Sr. Vice President Marketing & Communications Barb Demings barbd@insureoregon.org Vice President Education & Finance Tyra Dressel tyra@insureoregon.org Asst. Vice President Agency Products & Services Abby Kahl abbyk@insureoregon.org IIABO Lobbyist Roger Beyer roger@rwbeyer.com

INSIDE THIS ISSUE: 6

Letter from the President, Ed Davis

IIABO 2014 - 2015 Leadership

10 Walmart and Overstock.com in the Insurance Marketplace 14 Embracing Usage-Based Insurance: The Time is Now! 16 2014 IIABO Convention Photo Recap 18 Some Customers Arenâ&#x20AC;&#x2122;t Worth Doing Business With 20 So Long, Passwords: New Identity Management Solution for the Insurance Industry 22 Ten Ideas to Help You Obtain Customer Loyalty

For more information on advertising, contact Jim Aitkins Blue Water Publishers 22727 - 161st Avenue SE Monroe, WA 98272 360-805-6474 fax: 360-805-6475 jima@bluewaterpublishers.com The Oregon Agent is the official magazine of the Independent Insurance Agents and Brokers of Oregon and is published four times yearly. IIABO does not necessarily endorse any of the companies advertising in this publication or the views of its writers.

24 Electronic Policy Delivery: A Game Changer 27 Commodity vs. Relationship 30 Creative Problem Solving Can Lead to Amazing Customer Service and Very Happy Customers

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The Oregon Agent â&#x20AC;˘ Fall 2014

Western National Ins Group

FROM THE PRESIDENT

Ed Davis

ow! The IIABO 86th annual convention, “Get Around—Get Ahead,” played to rave reviews at its new venue, Eagle Crest Resort in Redmond, Oregon. Agents, exhibitors, and sponsors loved the new location --- and especially loved the affordable pricing structure. We’ll be back at Eagle Crest next year for the 87th annual convention, “Get Connected,” so mark your calendars now for August 23-25, 2015! Thanks to all the sponsors and exhibitors who make our convention possible, and to all the agents who attended and faithfully visited the exhibitors’ booths! Great thanks also to our IIABA national chair Tom Minkler from Keene, New Hampshire. Tom has worked tirelessly over the past several years to help our association turn around Project CAP and build the Trusted Choice brand. Tom has also been heavily involved in our national legislative efforts. Our national association is one of the most respected lobbying organizations on Capitol Hill. I’m proud to serve as President of the IIABO. It’s an honor to follow the many dedicated insurance professionals who have led this organization over the years. One of my goals this year is for us to take a strategic look at our association and the future needs of our members. What are we doing well? How should we look in ten years? What changes will need to take place, and what will our agents need and want in the next decade? How can we make sure we keep doing the right things going forward?

We’ll look at education, communications, perpetuation, products and services provided by the IIABO, and any other issues identified by our Strategic Planning Committee. A small committee has already been formed to discuss how the association might help agents recruit, screen, hire, train, & retain new producers. That group has met with the IIABW (Washington’s Big I) to start planning how our two states might create a program that would include investment by carriers who have interest in the PNW. Agents have struggled to bring in new blood and to justify the inherent cost. At the same time, companies are facing a shrinking distribution system as mergers and acquisitions continue. We’re hopeful that a collaborative effort of our two state organizations can bring about a new producer program that can be expanded to other states. If you have interest in this — either as a company executive or agent, please contact me or Jim Perucca (jimp@ insureoregon.org). If you’re a member of the IIABO, thank you for your support! Let me know how we can better serve your agency. If you’re not a member, we’d love to get you on board. Membership information can be found at www.iiabo.org or by contacting Jim. This will definitely be another exciting year. I’m looking forward to serving you, and hope you’ll let us know what we’re doing well and how we can do better. Ed Davis Maps Insurance, Salem (503) 779-1851

Your association staff: Executive VP Sr. Vice President Vice President Asst. Vice President Toll Free Numbers: 6

The Oregon Agent • Fall 2014

Jim Perucca Barb Demings Tyra Dressel Abby Kahl

1-866-77-IIABO or 1-866-774-4226

503-274-0583 503-274-4000 ext. 26 503-274-4000 ext. 31 503-274-4000 ext. 23

jimp@insureoregon.org barbd@insureoregon.org tyra@insureoregon.org abbyk@insureoregon.org

WN-2013FallAd-(IIABWA-(WA)).pdf 1 10/25/2013 8:17:24 AM

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Fall 2014 â&#x20AC;˘ The Oregon Agent

2014 - 2015 IIABO LEADERSHIP The IIABO Board of Directors is a diverse group of insurance professionals representing the varied interests of agents throughout the State of Oregon.Â We would like you to learn more about these volunteer leaders and the years of experience they bring to the association.

Ed Davis President, IIABO Maps Insurance Services Salem, Oregon - 49 years

Steve Wilson Immediate Past President, IIABO Ashland Insurance, Inc. Ashland, Oregon - 32 years

Brian Wilbur National Director, IIABO Owner, Pacific Insurance Partners Forest Grove, Oregon - 21 years 8

The Oregon Agent â&#x20AC;˘ Fall 2014

Trish Fulwiler President Elect, IIABO President, J.D. Fulwiler & Co. Portland, Oregon 24 years

Kay Hunkapillar First Vice President, IIABO President, Wheatland Ins. Ctr., Inc. Pendleton, Oregon - 46 years

TJ Sullivan Legislative Chair, IIABO Higgins Insurance Services Salem, Oregon - 18 years

Keith Blackerby Finance Chair, IIABO Chief Operating Officer, Bisnett Insurance Offices throughout Oregon - 28 years

Mark Atkinson Board Member President, Atkinson Insurance Group Portland, Oregon - 25 years

Steve Fitzwalter Board Member President, Rogers, Fitzwalter & Powell Portland, Oregon - 40 years

Jim Ginger Board Member President, KPD Insurance, Inc. Springfield, Oregon 35 years

Gary Githens Board Member Data Breach Specialist Brown & Brown NW Bend/Portland, Oregon - 35 years

Adam Harris Board Member Vice President, LaPorte & Associates, Inc. Portland, Oregon - 18 years

Greg Horner Board Member Commercial Lines Producer, Insurance Partners, LLC Portland, Oregon - 20 years

Marty Kantola Board Member Owner, Chet Hill Insurance Portland, Oregon - 30 years

Debbie Krambeal Board Member President, CAL/OR Insurance Specialists, Inc. Brookings, Oregon - 32 years

Matthew Pidcock Board Member Co-Owner, Valley Insurance LaGrande, Oregon - 17 years

Brett Slater Board Member Chief Operating Officer, Slater & Assoc. Insurance, Inc. Tualatin, Oregon - 26 years

Steve Smelley Board Member Chief Operations Officer, PayneWest Insurance Beaverton, Oregon - 25 years

John Timm Board Member President, Timmco Insurance, Inc. Portland, Oregon - 39 years

Insurance carriers and service providers do not serve on the IIABO board of directors, but support the association as Associate Members, Sponsors and Exhibitors. If you want to learn more about the IIABO, or if you would like to get involved, please contact any of these individuals. If you are not a member, please email Jim Perucca, jimp@insureoregon.org for information on membership.

Fall 2014 • The Oregon Agent

Walmart and Overstock.com in the Insurance Marketplace

By Bill Wilson, Jr., CPCU, ARM, AIM, AAM Director of the IIABA Virtual University

ecently NY agent and VU faculty member, Ed Higgins, and I were interviewed for an article about the entry of Walmart and Overstock.com into the insurance marketplace by MyNewMarkets.com. At about the same time, I was interviewed by another reporter for a different publication on the same subject, with a particular focus on the alleged “commoditization” of personal lines. The following is the Q&A from that email exchange. Question: “Retailers like Walmart and Overstock.com have recently announced that they are entering the insurance market, treating insurance as if it were a commodity. What are your thoughts on the subject? Do you think that is how customers view insurance?” Answer: Insurance is NOT a commodity. Anyone who has ever compared two or more auto insurance policies knows that. The “ISO standard” personal auto policy is 13 pages long. I recently reviewed an auto policy from Florida that was 76 pages long. The only distinction between true commodity products is price. I’d say a 63-page differential between two complex legal contracts suggests that they are not the same product. After filling up two printed pages of differences between them before getting to the third page 10

The Oregon Agent • Fall 2014

of the 76-page product, it was pretty obvious I wasn’t examining commodity products. However, given the price-focused insurance advertising that dominates the media, it is certainly how most consumers view auto insurance. One insurer advertises “SAME COVERAGE, Better Value.” Having examined their auto policies, I can tell you what they’re selling is NOT the same coverage as is available from other auto insurance products in the marketplace. Just because one product is cheaper than another doesn’t necessarily mean that the coverage provided is lesser, but it often is. To quote legendary salesman, Morty Seinfeld, “Cheap fabric and dim lighting, that’s how you move merchandise.” Need examples? • A Florida insured’s auto was in the shop so she rented a car and later loaned it to someone who loaned it to someone who had an at-fault accident that killed a child and seriously injured other children. The claim against the operator and named insured was denied by the insurance company on the premise that the vehicle was not a “temporary substitute” and the operator was not a “permissive” user, as defined in this insurer’s personal auto policy.

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•

The son of a friend of an agency owner was street racing when he crashed, seriously injuring himself and his passenger. The claim was denied by the insurance company based on their interpretation of their personal auto policy’s “racing” exclusion.

•

A “boomerang” child lost his job and moved back home with his parents. While driving his mother’s auto, he negligently struck another vehicle, fortunately causing “only” several thousand dollars in property damage. The insurer denied the claim on the basis that his residency was not reported to the carrier within 30 days of his return home.

A North Dakota church allowed a member to park his car in their heated ‘bus barn.’ While exiting, he wrecked and caused structural damage to the building. The claim was denied by the insurer, citing the “care, custody or control” exclusion in their personal auto policy. What do these four claims have in common, other than being denied by each insurance company? Every one of them would have been covered if the policyholder had purchased an “ISO standard” personal auto policy rather than the policy in question. Has a family member lost a job and is temporarily delivering pizzas? Some auto policies cover this, some don’t. Do you ever run to the office supply store or post office for your employer? Some auto policies exclude ANY business use of a vehicle. The TV and internet advertisers don’t tell you this. In fact, if you get an online auto insurance quote, tell them you’d like to read their policy before you buy it. They won’t let you. Question: “Do you think that customers are looking away from the traditional agency system and more toward the digital space?” Answer: They’re looking for information and some are looking for a bargain because they don’t understand that “saving 15%” today may cost you $15,000 (or more) tomorrow. Walmart is advertising locally since I live in one of their pilot states. They caution consumers to compare “apples to apples.” What they mean is to make sure you’re comparing the same limits and deductibles for liability, medical payments, uninsured motorist coverage, physical damage, etc. They mention NOTHING about examining the “fine print” in each policy, that is the specific coverage grants, exclusions, conditions, etc. •

The Oregon Agent • Fall 2014

There are DRAMATIC and potentially catastrophic differences between auto policies. I gave some examples above. For more information and many other examples, take a look at my «Price Check» article in the July issue of Independent Agent magazine. It includes a list of differences found among auto insurance policies, including this Dirty Dozen: 1. Undisclosed household residents are excluded. How many of your insureds have “boomerang” kids living at home that you’re not aware of? 2. Business use of non-owned autos is excluded. Have you ever borrowed a neighbor’s car or had a dealer loaner auto and made a business stop? 3. Business use of ANY auto is excluded. Do any agency employees ever run to Staples of the post office on agency business? What if they have one of these policies? 4. Use of ANY non-owned auto is excluded. Better not drive anyone’s car but your own. 5. Vehicles over 10,000 GVW are excluded. Have you ever rented a U-Haul truck or an RV thinking your liability coverage extended to the rental? 6. Any type of delivery is excluded. Denied claims include pizza, newspapers, Mary Kay cosmetics, and, yes, even the delivery of insurance policies to customers by an agency producer. 7. Permissive users only get minimum limits. This can apply to those you loan your car to or even unlisted household drivers. 8. “Street racing” is excluded. Google “street racing” and see how often people are killed or critically injured while street racing. 9. Criminal acts are excluded or limits reduced. DUI or even speeding tickets may preclude coverage. 10. Medical payments only include licensed physician fees. One insured incurred a $25,000 “Life Flight” helicopter fee that would not be covered, even in part, by a policy with this exclusion. 11. Theft without evidence of forced entry is excluded. One insured had a four-figure vehicle theft loss denied because he left his keys in the car.

12. Sales tax is not covered under loss settlement. This cost one “same coverage” insured over $2,000 out of pocket for sales tax on a replacement auto. Question: “What are the benefits of having a customer having a relationship with local insurance agent versus a retail giant?” Answer: One online auto insurance company says they can save you 15% in 15 minutes. Competing now on price AND time, another online insurer says they can give you a quote in 7 ½ minutes. If you had an abscessed tooth, would you base your choice in dentists on who can get you in and out the quickest? There’s no way someone can quote your insurance premium in 7 ½ (or 15) minutes and exercise due diligence in matching your exposures to loss and the proper policy coverages. A good agent will help you identify your exposures to loss and make sure you have the opportunity to purchase the proper types of coverages to meet YOUR individual needs. An independent agent represents multiple insurers. A good agent knows the products of each of these insurers and which ones best fit your individual needs. Your hometown agents can make sure you’re getting all the premium credits you can, but most importantly, he or she will do their best to make sure you have the best product. Perhaps most importantly, a good independent agent will advocate for you at claim time. Not every insurance claim is black and white. Even where policy wording between insurers is identical, it can be interpreted differently. If a claim is denied in whole or in part, the agent can work on your behalf to get the claim paid. I literally see this every day in our Virtual University “Ask an Expert” service. Last week an agent contacted us because he believed the adjuster was incorrectly interpreting a policy provision. We agreed and the adjuster reversed the denial, resulting in a payment of $27,000, a thrilled customer, and an appreciative agent. I can promise you that “Jake at State Farm in his khakis” can’t do that for you. Nor can lizards and box store clerks.

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Fall 2014 • The Oregon Agent

Embracing

Usage-Based Insurance:

w o N s i The Time

By Bill Everett, Senior Product Development Manager Progressive Insurance

‘Pay as you drive.’ ‘ Usage-based insurance.’ ‘ Snapshot®.’ ‘Telematics.’ All of these are names for the innovative insurance programs that let drivers earn personalized rates when they choose to share information about how their car is driven. Historically, auto insurers set prices by grouping individuals into actuarial classes. These classes are based on observable and verifiable characteristics like age, vehicle year/make/model, ZIP code, claims record, etc. As good as the base science is, it lacks direct relationship to individual driving behavior. It’s only in recent years that the concept of pricing auto insurance based on actual driving behavior has become both technologically and economically feasible. Previously driving behavior was difficult or impossible to ascertain in a traditional insurance rating plan. Usage-based insurance (UBI) considers multiple dimensions of driving behavior. This driving data can be integrated with traditional auto insurance rating factors to provide a comprehensive individual profile for predicting the risk of accidents.

The Oregon Agent • Fall 2014

Driving behavior is the most predictive risk factor— more than twice as predictive of claims costs as any other factor. Drivers with the highest-risk driving behavior have loss costs that are approximately 2.5 times higher than drivers with the lowest-risk behavior. The majority of drivers with lower-risk driving behavior are subsidizing a smaller number of drivers with higher-risk behavior. Capitalizing on Market Disruption: UBI Tipping Point Currently, there are 13 carriers in Oregon with some kind of UBI program in place. This shows that Oregon drivers have an appetite for UBI and options. With many carriers in the state offering a UBI product, it may be close to the tipping point when consumers start looking for UBI and those not offering it could be out-segmented. A 2013 LexisNexis Insurance Telematics Survey, conducted by independent research firm Lynx Research Consulting, measured policyholder interest in allowing insurance companies to use data collected from telematics

devices in their vehicles to help determine rates. The web-based survey polled 2,072 U.S. residents representing a sample of insured drivers, ages 21 to 74. According to the study, one in every three consumers is aware of UBI, or telematics, tripling its awareness in the last three years. The study found discounts are the number one driver for UBI enrollment – half of consumers are likely to sign up for a 10% discount while 36% would actually change carriers for a 10% discount. The study also found 61% are more likely to accept telematics if insurers offer a trial period for 3 months, while 72% percent of drivers are more likely to accept if an insurer offers an automatic discount of 10% for the first 6 months. UBI is gaining more popularity in the mainstream media as well: • ‘Gizmos that track driving habits are changing the face of car insurance.’ – The Economist 7.5X4.625

General JGS Umbrella Program ad •

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What’s In It For Agents? Most importantly, by identifying interested drivers, you can help customers earn the rate they deserve from their safe driving habits. The customers that enroll in UBI are preferred customers you want in your agency. 41% are more likely to be preferred • 34% are more likely to buy full coverage •

33% are more likely to have multiple cars

•

25% are more likely to own a home

UBI is a powerful tool for customer satisfaction and retention. Customer retention numbers are higher for discount-earning customers—over a 9% improvement. That means agents earn more by having a unique competitive offering, more sales and referrals and better retention. The consumer was right all along— most drivers’ rates are higher than the risk they present, and they’re subsidizing higher risk behavior. What is surprising, perhaps, is the degree to which that notion is correct. Insurers and agents can now offer customers a far more personalized price—and lower-risk, preferred drivers, will benefit the most.

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Fall 2014 • The Oregon Agent

IIABO 86th Annual Convention & Trade Show Eagle Crest Resort, Redmond, OR August 24 – August 26, 2014

“GET AROUND...GET AHEAD”

(l. to r.) Cindy Brunner; Pat Ginger; Jan Rothert; Darren Eversole; Mark Rothert; and Jim Ginger

(l. to r.) Abby Kahl; Barb Demings; Tyra Dressel; and Jim Perucca The IIABO Staff (Jim, Barb, Tyra and Abby) did an amazing job of putting on another memorable convention! It was fun, and Patrick Galvin’s workshops provided some great ideas for networking and marketing in today’s environment. Special thanks to all of the sponsors for making these experiences possible! – Kay Hunkapillar, Wheatland Insurance Center

(l. to r.) Barb Demings; and Tyra Dressel

ALS Challenge (l. to r.) Dave Evans; Ed Davis; Brian Wilbur; Tom Minkler, IIABA Chairman; Melissa Carmichael; and Jennifer Robinson

The IIABO convention provides a unique opportunity to network with agents/brokers, service providers and carriers. It is priceless time to spend being educated and strengthening our common bond as insurance professionals. Great conference! Great people! – Rebecca Streicher, Superior Underwriters

The team at IIABO did a fantastic job again at this years event!!! They rock!! – Darren Eversole, Imperial PFS

The Oregon Agent • Fall 2014

Out to Pasture Raffle sponsored by Chubb (l. to r.) Brandon Stewart; Tom Minkler; and Timothy Richter

Way to go, IIABO! Great transition to a fun new venue. Well run, effective convention, fun time. Event this old dog learned some new tricks! – Jim Ginger, KPD Insurance, Inc.

I thoroughly enjoyed this convention. Visiting with all of the agents that attended was a huge plus. Thank you for all of the hard work in making this convention a big success! – Debbie Krambeal, CAL/OR Insurance Specialists, Inc.

I never fail to make at least one contact at the convention that proves to be of value down the road. – Edward Davis, Maps Insurance Services

The IIABO convention is always an enjoyable and relaxed way to visit with a lot of existing and potential clients in a beautiful environment. – Barb Casey, Kennedy Restoration

The take away from the 2014 convention – Some valuable information was gained, the opportunity to interact with folks inside our industry and some rest and relaxation in the sun – made it all worth it! – Kaity Blacksher, Atkinson Insurance Group

Monday Entertainment, David Crowe

Monday Banquet

$1,000 Grand Prize Winner, Lori Hedgecock

Exhibit Hall

Abby Kahl, Countryfied

Sunday Beach Party

Eagle Crest is a beautiful setting for the convention. Loved the closeness of the meeting hall to the lodge and being able to walk instead of drive! Also, way more cost effective for those agencies who have more than one or two attending. Can’t beat the entertainment this year! – Nancy Snider, Wheatland Insurance Center

We never miss this event. It provides an amazing opportunity to meet with our customers, prospects and friends in the industry – including the new friends we make while we are there. – Charles Anderson, Multico Fall 2014 • The Oregon Agent

Some Customers Aren’t Worth Doing Business With

We to ’re mi go ss in yo g u!

By Shep Hyken

ne of my favorite topics to write and speak about is about what happens when the customer is not right. I love to say it…

The customer is NOT always right! But, they are always the customer. So if they are wrong, let them be wrong with dignity and respect. It’s okay for customers to be misinformed or make a mistake. However, sometimes the customer is not only “not right,” they are abusive and disrespectful toward the people who are trying to do their best to help them, our employees. I decided it was time to resurrect this concept after hearing the same story three times in a week. It’s an old Southwest Airlines Herb Kelleher story that I first heard years ago. The short version is that a passenger kept writing the airline about how unhappy she was. She didn’t like the boarding process, not having an assigned seat, a small bag of peanuts versus a meal and more. After a number of letters, one of them finally made its way to Herb Kelleher, the CEO of the airline. He took the time to respond. He wrote: We’re going to miss you. Love Herb This simple response sent a clear message to the customer: We appreciate you, but it’s not working out. It also sent a message to the employees. We appreciate you, and we value you to the point that we’re willing to put you ahead of the customer. Some customers aren’t worth doing business with! When I use that line in at some of my speaking engagements, it’s almost always is met with applause. In other words, it’s okay to 18

The Oregon Agent • Fall 2014

fire a customer – certain customers! Abusive and disrespectful customers can bring down the morale of the company. They can take the fulfillment out of the employees’ jobs. They can suck the positive energy out of the culture. They put employees into a bad mood. And, they can make it bad for the next customer. A company’s culture that evokes the customer is always right rule is just fine until the customer is wrong to the point of being abusive. Then it creates a dilemma for the employee. It gives a customer the advantage in that they can bully an employee, pushing them to a point of being very uncomfortable. It makes an employee apprehensive about what is the right or wrong thing to do. It can take away an employee’s dignity and self-respect. It can also cause an employee to lose respect and resent his or her manager and even the company. The customer is not always right. And some customers aren’t worth doing business with. It’s okay. Toxic customers may be bad for you and your company’s health. Copyright 2014 by Shep Hyken. Reprinted with permission.

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or http://www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com/ . Follow on Twitter: @Hyken

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Fall 2014 • The Oregon Agent

By Teresa Addy & Jim Rogers

SO LONG, PASSWORDS: New Identity Management Solution for Insurance Industry SignOn Once Aims to Boost Security, Ease of Doing Business “If you want a new tomorrow, then make new choices today.” -Tim Fargo, blogger The independent agent channel of the insurance business indeed has a new choice: A streamlined, common system for identity management that allows business partners to stop spending so much time and money on passwords. Unveiled in May 2014, a new standard called “SignOn Once” from industry coalition ID Federation allows agency staff to use one sign-on to securely access systems of multiple carrier business partners. Given the millions of transactions for quoting, submission and account management each year in the U.S. insurance industry, SignOn Once can shave minutes every day off of the administrative and technology time and resources spent managing passwords. The new system uses token technology to authenticate each user’s identity. SignOn Once offers greater security protection than the longstanding process of using a different password for each agency user to enter each carrier system.

http://www.signononce.org/ Once implemented by carriers and vendors, the SignOn Once approach can free up agencies to redirect precious staff time to the productive work of sales and service of insurance consumers. 20

The Oregon Agent • Fall 2014

Agents want this type of system: “Improved password management” was cited as a need by more than 40 percent of respondents to the 2013 Real Time/Download Campaign survey. SignOn Once can end inefficient and insecure practices like agency staff’s: • Posting sticky notes on their computers with passwords • Putting a list of passwords in plain sight on their cubicle wall or under the keyboard • Sharing one carrier login and password around the agency • Spending weeks of (nonproductive) time removing a terminated employee from the system or adding a new one. SignOn Once takes on those problems head on by consolidating (or “federating” the user’s identity among multiple logins, with a single password. The ID Federation is inviting insurance carriers to participate in SignOn Once by: 1) Joining ID Federation via SignOnOnce. com. 2) Adopting the SignOn Once Trust Framework. 3) Implementing (and obtaining third-party certification for their implementation) of SignOn Once. The SignOn Once Trust Framework spells out the working agreements among the carriers, vendors and agencies; limits liability; and outlines technical specifications. The framework serves to “replace passwords with federated identities by and between parties with existing trusted relationships within the financial services and insurance industry.” In effect, the framework is every party’s way of agreeing to use one secure identity for a user in lieu of a plethora of individual passwords for multiple systems.

SignOn Once provides for each user to receive a unique identity token based on their distinct credentials. This token is certified for authenticity and is used to facilitate ongoing access to each participating and certified SignOn Once carrier site or solution provider. While the process is streamlined and seamless for the agency user, there would be multiple checkpoints and verifications behind the scenes as users move from site to site. Typically, the SignOn Once standard can be implemented through the agency management system of the agency. Industry firms Vertafore and Applied Systems have been enthusiastic participants in developing the new approach. Carriers stand to benefit because SignOn Once implementation can: • Eliminate password reset calls. • Increase agent ease-of-use satisfaction. • Make a carrier more attractive to work with as a market. “Someone’s sitting in the shade today because someone planted a tree a long time ago.” -Warren Buffett Legal and Technical Aspects Both Important A “federated” approach means “we all need to agree we are going to be playing by the same set of rules,” explained Doug Johnston, vice president of Applied Systems/IVANS and an ID Federation” board member. “Part of a federation is that you all agree within documents to work together. You all have roles and responsibilities. The legal side is as important as the technical side. The whole point of a federation is we have legal agreements that all agree to play by.” SignOn Once grew out of collaboration by insurance professionals within the Independent Insurance Agents & Brokers of America’s ACT (Agents Council for Technology), the Real Time/Download Campaign, ACORD, technology user groups and leaders with carriers and agents/ brokers. “This is a game changer for the industry. Agents really want this,” commented Nellie Massoni, senior product manager with agency

management system provider Vertafore. “What is also very encouraging since the launch of SignOn Once is the interest and queries from carriers who want to help resolve this problem.” These professionals aimed to create a safe and standard way to secure technology authentication for as many parties as possible in the insurance industry. It’s now here -- and we invite our industry business partners, especially carriers, to consider it for mutual gain. Teresa Addy is business co-chair and Jim Rogers is a board member and treasurer of ID Federation Inc., a 501(c)6 nonprofit organization that developed SignOn Once to promote information security and identity management for trusted transactions across the financial services and insurance industries. Addy is a business technology analyst for EMC Insurance Companies and Rogers is assistant vice president, distribution technology strategy, of The Hartford. This article reflects the views of the author and should not be construed as an official statement by ACT. SignOnOnce.com info@SignOnOnce.com

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TEN IDEAS TO HELP YOU OBTAIN CUSTOMER

By Shep Hyken

hat is customer loyalty? I asked a number of business people this simple question and received similar answers from most of them. Most agree that customer loyalty means that the customer will come back, again and again. However, what customer loyalty doesn’t always mean is that the customer is loyal to you, and only you. In other words, they may do business with you, but are also or still doing business with your competitors. The concept of “wallet share” came to mind. I’ve been talking (and writing) about the concept of “wallet share” versus “market share” for many years. Quick explanation: The concept of market share has to do with how many customers that are able to buy your product actually buy it. For example, if there are 100 customers in a given area that could buy your product, and 60 of them buy it, then you have 60% market share. Wallet share takes the concept of market share to another level. Of those 60 people who buy from you, how many of them will still buy from someone else? If they only buy from you, then you have 100% of their “wallet share.” If they split their loyalty between you and someone else, you only have 50% “wallet share.” At the highest level of loyalty, your customer only buys from you. In other words, they give you 100% wallet share. 22

The Oregon Agent • Fall 2014

So customer loyalty has two tiers: 1. The first is that the customer is a repeat customer. 2. The second is a repeat customer that doesn’t do business with your competitors – just you. This is where my Amazement Revolution strategy of “partnership” kicks in. You want a relationship that is so strong that the customer wouldn’t think of doing business with your competitors. I put together a quick “Top Ten” list of simple ideas to help you get to the level of partnership and 100% wallet share. Realize that these are common sense expectations that are easy to do – and unfortunately, easy not do if you don’t stay customer focused. 1. Deliver great customer service. It’s expected. 2. Always do what you say you will do. 3. Don’t be late. 4. Don’t make excuses or blame others – be accountable. 5. Help solve their problems. 6. If you catch a problem, call them before they call you.

7. Trust them, if you want them to trust you. 8. Be accessible and easy to reach. 9. Return phone calls, emails and social media comments quickly. 10. Create confidence. (Do all of the above and you will have a good start.) So maybe the goal shouldn’t just be customer loyalty. It should be 100% customer loyalty. (A few years ago I wrote an article titled “The Gap” which addressed the concept of wallet share. If you want to read more about wallet share, go to: http://www.hyken.com/articles/thegap/) BOOK RECOMMENDATIONS: “Reviving Work Ethic” by Eric Chester – Good customer service requires a good work ethic. While the book focuses on younger employees, those whose habits can be most influenced, I found the book to be beneficial for employees of any age. The book officially comes out in January, but they are currently available on the website. And the author will autograph the book on request. Go to: www.RevivingWorkEthic.com

“Up, Down, or Sideways” by Mark Sanborn – Here is another book from one of my favorite authors, Mark Sanborn, who wrote “The Fred Factor.” We are currently living in tough, unpredictable and often challenging times. This book will inspire you with ideas and suggestions that will help you succeed through it all. Available at www.Amazon.com – and just about every other bookstore. Shep Hyken, CSP, CPAE Shepard Presentations, LLC 711 Old Ballas Road, Suite 215 St. Louis, MO 63141 (314) 692-2200 shep@hyken.com http://www.hyken.com http://www.TheCustomerFocus.com Author of “Moments of Magic,” “The Loyal Customer,” the Wall Street Journal bestseller book “The Cult of the Customer” and the New York Times bestseller, “The Amazement Revolution.” Shep Hyken works with companies who want to build loyal relationships with their customers and employees. Copyright 2011 Shep Hyken, Shepard Presentations, LLC. All rights reserved. Reprinted with permission.

Fall 2014 • The Oregon Agent

Electronic Policy Delivery –

A GAME CHANGER By Susan LaBarre, CPCU, AU, AIM, PMP, Liberty Mutual

This article discusses how electronic policy delivery from carrier to agent (and to insured) can heighten efficiency and create improved agency and customer experiences. The article summarizes the recommendations of ACT’s Policy Delivery Work Group to guide both agencies and carriers as they transition to electronic policy delivery. ACT’s recommendations promote consistency in how carriers deliver policies to their agencies and what’s included.

he insurance industry is a paper hog. I dare say that insurance carriers probably generate and distribute more paper than any other industry, second only to printed media publishers. But even they are migrating towards electronic platforms. Carriers are adapting too. When you compare our own industry’s dependence on paper documents five years ago to today, you generally see that most organizations have reduced it. With the introduction of dual monitors, smartphones and tablets, slowly we are realizing that we can effectively function without hitting “print.” It simply requires changing our mindsets and getting creative about how we exchange information while remaining our client’s “trusted advisors.” Think about how delivery could change in the next five years. Benefits of Electronic Policy Delivery Moving to electronic delivery is good for our planet as well as our budget. The average tree makes 16.67 reams 24

The Oregon Agent • Fall 2014

of copy paper or 8,333.3 sheets, according to Conservatree. com. Increasingly society is recognizing the need to reduce its carbon footprint, from individual consumers on up to corporations. Our industry generates billions of pages of paper documents annually at significant cost. Reducing expenses by delivering policies electronically will enable us to reduce the cost of our policies, as well as preserve vital natural resources. But it’s not all about carriers just wanting to save themselves money. Dozens of agents tell me that when they “do the math” reducing dependence on paper saves them time and money. These agencies want to receive their policies electronically, so they can easily enter them into their agency management system and deliver them to those clients who have agreed to receive them electronically. Electronic Policy Delivery, a Game Changer for Agencies Many agencies have turned electronic delivery into a “game changer” for their firms. How? Methods vary; however, typical agency workflows include:

(1) Adopting ACORD® Activity Notes to receive policy copies electronically from their carriers directly into their agency management systems. (2) Implementing a new process to obtain and retain the approval of clients to accept electronic versions of their policies and other insurance documents. (3) Employing secure and registered email or an e-Signature tools to send these electronic documents to their clients securely, or providing access to these documents through a secure, password-protected portal that the agency has set up for the client. Combined, these solutions enable the typical agency to: • Eliminate scanning and indexing paper copies of many documents. • Significantly reduce printing and mailing costs. • Reduce the “cycle time” to deliver a policy from weeks down to days or even minutes. • Increase renewal retention. • Be alerted to transactions before clients (for example, non-payment of premium or claim settlements). • Free up staff to acquire new business, cross-sell and service accounts. • Compete more effectively with direct carriers. Increasingly, consumers are demanding online access to their insurance information including auto ID cards, certificates of insurance and copies of their insurance policies. This concerns some agents as they think it encourages consumers to shop for a better deal at renewal. However, many agents indicate that offering documents electronically has actually increased renewal retention and customer satisfaction. Some agents also fear that many consumers are not ready to accept electronic delivery. But in reality, many agents indicate that when they proactively offer policyholders the choice, seven out of 10 actually prefer electronic documents. Stepping Up to the Challenge Times are changing, and our industry needs to step up to this challenge by setting a positive example while positioning ourselves to compete with direct carriers. Independent agents, brokers, carriers and vendors all need to work together to offer our customers an electronic experience that is better than paper, if we are going to continue to thrive as a value-added distribution channel. Just think about it: we have the opportunity to offer a first-class interactive online experience to our clients while setting an example as good “corporate citizens” by preserving our planet’s resources for future generations.

ACT’s Electronic Policy Delivery Work Group ACT is working to bring all stakeholders together to provide recommendations and guidance on how our distribution system can transition from paper to delivering documents electronically. ACT formed a work group in early 2013 to focus on issues associated with electronic document delivery, both from the carrier to the agent, as well as from the carrier or agent to the insured. Agents, brokers, carriers and vendors all participated and spent the better part of a year considering the issues before publishing its report, Best Practices Recommendations for Delivery of Insurance Policies to Agents & Insureds (download it at http://bit.ly/NvgttS). Report Highlights The work group hopes that the recommendations in its report will provide useful guidance to both carriers and agencies and drive more consistency in how carriers deliver electronic policies to their agents and what content and navigation capabilities are included. The highlights of the ACT report include: • Include full copy of insured’s policy at new business and renewal. Historically, carriers have only sent complete policies at new business issuance to reduce the cost of printing and mailing. However, with electronic delivery, this restriction is not necessary. Agents want to receive a complete copy of the insured’s policy at both new business issuance and at each subsequent renewal. In addition, the insured also should be sent the entire policy whether it is new business or a renewal. •

Agent copies not needed with electronic delivery. Agents no longer need their own copies, however they should be provided a full copy of whatever the insured receives along with any “agent-only” documents like information on commission or premium worksheets.

•

Print and delivery preferences for personal and small-commercial policies differ from mid to large commercial. This part is probably the most controversial of the ACT recommendations because agents differ on whether small-commercial policies will go the way of personal policies and be delivered directly to the policyholder through the carrier. If so, the carrier would also be responsible for tracking which small-commercial clients have elected to receive their policies electronically. Of course, even if the carrier takes over responsibility for delivering smallcommercial policies to an agency’s insureds, agents can still personally deliver a copy to their clients when Fall 2014 • The Oregon Agent

it is important to the relationship. The agents participating in the work group agreed with consensus that carriers be responsible for the electronic delivery of both personal-lines and small-commercial policies as well as the tracking of policyholders’ preferences. The work group also agreed that the responsibility to deliver mid- to large-commercial policies to clients should remain the responsibility of agents and brokers. They would also be responsible for keeping track of clients who have elected to receive policies electronically. That way the agent can check these policies for accuracy and meet with clients to review and explain coverage. Carrier delivery of small-commercial policies directly to insureds may not happen overnight since many agents disagree on this point. The important take away here is that carriers offer their agents flexible delivery options and that we all work towards migrating to electronic delivery by proactively offering it as an option to our policyholders. •

•

Document delivery to policyholders needs to be done securely and in compliance with ESIGN & UETA laws. These methods include using secure registered email, e-Signature tools that include the document as a secure attachment, a password-protected client portal or storing documents on a portable form of electronic media (CD, flash drive), which is hand-delivered to the client. The agent or carrier should also: 1. obtain the policyholder’s written consent to receive the policy electronically and confirm that he or she is able to access the file format used; 2. advise the insured that he or she can change this election at any time or request a paper copy at no cost; 3. deliver the document securely; and 4. receive acknowledgement of receipt that the policyholder has received their electronic policy. Electronic delivery options need to be easy to use and navigate as well as mobile compatible. Using technology that exists today, we have the opportunity to build an electronic “document” offering our clients real value, peace of mind and financial security. At a minimum these electronic policies should have a hyperlinked Table of Contents and be searchable, so that they are easy for agents

The Oregon Agent • Fall 2014

and insureds to navigate. In this way, the electronic version starts to add more value than a paper copy. Of course, electronic policies should be sent in a form that permits saving and forwarding to another party. But let’s think about creating a whole new customer experience that helps consumers understand their policies better than ever before and gives them the capability to access this insurance content through their mobile devices in innovative ways. Think of the electronic “document” with built-in “widgets” that can be used to explain coverage, limits, deductibles, exclusions and special conditions including audio and video options. The possibilities are endless. In conclusion, the migration from paper to electronic documents is an evolution not a revolution. By working together, we can do this right and create “win-wins” for carriers, agents, vendors and create a value-added experience for our clients. It will take time for all to agree and modify systems and workflows to fully support electronic delivery. Some consumers may never fully embrace electronic documents, but the overwhelming majority will, and they will receive their documents faster and at much lower cost. So, let’s treat the exceptions as just that – exceptions. The time is now to prepare for this inevitable direction and turn it into a competitive differentiator. It will be important for agents, brokers and carriers to work together and be proactive in encouraging policyholders to move to electronic document delivery. Editor’s Note: Download ACT’s full report, Best Practices Recommendations for Electronic Delivery of Insurance Policies to Agents & Insureds, along with the work group’s recorded webinar reviewing its recommendations on the ACT website at http://bit.ly/1kbMzpr. For more information on the ESIGN & UETA laws, please see ACORD’s Guidelines for e-Signature and e-Delivery in the Insurance Business, written by the law firm Locke Lord, also at the ACT website at http://bit.ly/1cMXRPC. Susan LaBarre, CPCU, AU, AIM, PMP is Director Agency Automation & Quoting, Customer Experience, at Liberty Mutual, Commercial Insurance. She also is Chair of ACT’s Policy Delivery Work Group. Susan wrote this article for ACT and can be reached at Susan.LaBarre@LibertyMutual.com. This article reflects the views of the author and should not be construed as an official statement by ACT.

Commodity vs. By Al Diamond

Relationship

ne of the reasons that the direct writers and internet-based companies do so much business is that the buying public feel that insurance is a commodity—we’re all the same and the price is the only differentiation. In an impersonal internet-based world in which texting replaces actual conversations this concept makes sense—until a sour experience with a claim or service issue illustrates the need for personal service and relationship. The statistics show that while a large number of people “shop” for insurance on line, most people choose to actually BUY from a human being. They want to touch, feel, and speak to their financial counselor. But I’m pretty certain that they don’t quite know why—it just comforts them. The actual reason is that they are assuring themselves that they are spending their insurance money wisely and the hope that someone stands behind them in case they need to use the protection. But attitudes about insurance agents tend to change in the year after they purchase the product depending on the attitude of the agent or of the agency.

While most agencies have great slogans and logos about personal service, the reality is that the pressure of time and volume of work causes us to treat most of our clients just like the “commodity” that they feared they would become if they just signed up on line or over the phone. We treat them like numbers. We don’t get to know them. At best they may know the agent who sold them the insurance but are not likely to establish relationships with the agency or with other staff members. Yet few intelligent agents deny that their best clients are ones with whom they have a long and lasting relationship, personally and professionally. Some may have been friends before becoming clients, but most agents create a relationship with clients who are important to them and friendship often follows and stems from a strong business relationship. So where’s the DISCONNECT? Why do we only see many of our clients once a year (if that often) to confirm renewals? Are these the same clients that you wooed and enticed when you initially sold them on using your service because they lost contact and trust with their prior insurance provider?

Too Much To Do Too Little Time to Do It Too Many Clients to Visit

Fall 2014 • The Oregon Agent

When it boils down, the reasons we hear in response to the questions above is: a) We have so much to do that we’re lucky if we see any clients at all. b) Our agency operations take up so much time that we are hardly in the insurance business at all any more— we’re managers, administrators and “firefighters.” c) We promise on-going communications and relationships but, in reality, we have hundreds of commercial clients and thousands of personal clients—we simply can’t see them all. Before we can even address the issues raised above, we must actually gauge our commitment to the concept of Personal Relationships as the primary point of differentiation between our agency and our competitors. Commitment is the way you operate your life. That to which you are committed (marriage, children, church, sport, hobby, your business) gets attention and gets accomplished. That to which you aspire but are not committed are the things that you TRY TO DO. And, in the words of the immortal Yoda, “Do or do not. There is no try.” I know folks who are COMMITTED to golf. They are agents and some are successful, but they play golf three to four times each week—they certainly maximize their success at that which they are committed. Similarly, I know agents who have hundreds of commercial clients and thousands of personal clients and are so committed to the concept of personal relationships that every client thinks that the agent (or agency) considers them a VIP and treats them accordingly. If you commit to personal relationships, you understand that there are others in the industry who can outspend you— there are always better prices than yours if the client looks hard enough—but as long as your clients know that you give them a grade of service that they cannot achieve elsewhere, they will not only remain your clients, but they will tout you to their friends as their ‘go to’ insurance expert. If you’ve reconciled your feelings and find that the Personal Relationship point of differentiation is the one that will best serve your and your clients’ needs, you are ready to attack the “symptoms” of the ailment that keeps you from maintaining strong relationships with your clients after the sale. 1. We All Have Too Much To Do – Lack of Prioritization – We have a small staff and a very busy consultancy. We have to remind each other of lunchtimes and at the end of the day or we will work through them. But there are a few things that we remember because they are our priorities. Our health and alertness is a priority so we remind ourselves and each other of break and lunch times in order to be most effective in our business and personal lives. Our families are priorities

so no matter how much work we have, we force ourselves to become husbands, wives, parents and grandparents evenings, weekends, during time off (we criticize each other for calling in while on vacation) and whenever a family event needs to supersede our daily lives. For agents and their staffs who have become converts to Personal Relationships, seeing and talking to clients must become the primary function of your working lives. Many of us have been shocked by longterm clients who we visit at renewal who tell us that they have found less expensive insurance elsewhere. We are hurt and feel that we think of the clients first, but we fail to keep the clients in the loop. The worst case scenario is when our agency DOES spend a great deal of time working on behalf of customers but we never bother to include the customer in the communications loop. They never assume that you are working on their behalf unless you actually tell them of your efforts. 2. We are pushed and pulled into management of people, process, underwriting, marketing, administration and anything else instead of being able to work with our 11716 WA– IIABA 1 12/18/12 clients Lackad.pdf of Delegation and/or 3:55 LackPMof the right Personal Umbrella endorsed by IIABA

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The Oregon Agent • Fall 2014

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managers. As our agencies grow we tend to take on more and more work instead of identifying lead workers who could become supervisors and eventually managers who should take on these needed roles IN OUR SUPPORT as the key producer/insurance professional. Once you have more than three or four employees you must breed your own managers. If you have ten or more employees and are still the only manager, you are automatically doing your clients a disservice by spending your time on administration instead of with them. 3. We have TOO MANY CLIENTS to communicate with regularly – Lack of Process. Classify every client (we spreadsheet ours) by the appropriate number of times that client should be seen or communicated with in a year. Then by virtue of the revenue size and/or personal relationships, define who should be seeing or speaking to the customer and start tracking and managing that communications line every week and every month. When we establish a relationship, it doesn’t always have to be with the agency owner or producer. Most clients find themselves dealing with service staff much more than with a salesman anyway. If a client is large enough, the owner/producer should be the lead (but not necessarily the only) point of contact. But size DOES matter. You must differentiate in treatment between a $10,000

commission account and a $100 commission account. Both should feel they have a special and personal relationship with someone in the agency, but not every personal relationship has to be with the owner. PRIORITIZATION – DELEGATION – PROCESS MANAGEMENT are the tools that allow the agents truly committed to PERSONAL RELATIONSHIPS AS THE POINTS OF DIFFERENTIATION between them and their competitors to accomplish their goals and to have the vast majority of their clients feeling “special” all of the time. Call us and we’d be happy to advise you how to teach Personal Relationships to your agency and to establish all of the tools needed to make you successful as an independent agent competing against the Commodity Agencies and against the direct writers who thrive on making insurance a commodity business. Copyright 2014 by Agency Consulting Group, Inc. Reprinted from The PIPELINE, the national newsletter for agency principals. The PIPELINE is published by Agency Consulting Group, Inc., a leading consulting firm for independent agents in the U.S. for over 30 years. Call 800-779-2430, E-mail info@ agencyconsulting.com, or visit www.agencyconsulting.com for information about the content of this article or PIPELINE subscription information.

B C E Consulting, LLC Our mission is to help you grow your business and improve your bottom line. Our team of professional and experienced consultants has assisted insurance companies and agencies in achieving their goals and objectives for many years. We focus on the following areas of business development. • • • • •

Strategic, succession and contingency planning Business growth and development Market feasibility studies Education, sales training and professional development Operational efficiency and process improvement For further information or details please see our website: www.bceconsulting.co or contact:

Jeff Bronaugh, CPCU, CLU, ChFC, CIC jeff@bceconsulting.co 404 3rd Ave S, Edmonds, WA 98020 (520) 343-4394

Fall 2014 • The Oregon Agent

CREATIVE PROBLEM SOLVING Can Lead to Amazing Customer Service and

VERY HAPPY CUSTOMERS By Shep Hyken

The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story.

irst, some background. It’s obvious we’re in a tough economy, but somehow there are businesses that continue to charge higher prices than their competition. Department stores like Nordstrom’s and Neiman Marcus are not known for bargain prices, yet even in these tough economic times, they pack their stores with buying customers. A fancy upscale restaurant somehow always seems to be busy. How do they do it? Their value proposition is simple. Combine a quality product with excellent customer service. Focus on those two areas and a business can increase their chances of success, regardless of the economy and competition. As an example, here is one of the best customer service stories I’ve heard in a long time: Whole Foods is an upscale chain of grocery stores known for fresh, organic and higher-end food choices. Along with those higher-end choices comes higher prices. When you charge more, you have to up your game. You not only have to offer higher quality products, your customer service has to be strong enough to help make the price less relevant. My friend Kim Tucci went to Whole Foods to buy some groceries. He couldn’t find the whipped cream. He went up to a food counter and asked Zifa where he could find the whipped cream. Most employees in this situation would have said something like, “You can find it halfway down aisle four.” That would have been sufficient. However, Zifa is not like most employees, and Whole Foods is not your average grocery store. Zifa came around the counter and actually took my friend to where the whipped cream should have been, but there was no whipped cream to be found. Apparently the store was out of whipped cream. At this point a smile and an apology would have been sufficient, but remember, Zifa is not like most employees and Whole Foods is not your ordinary grocery store. Zifa asked my friend, Kim, if he had anymore shopping to do, and to come back to her counter in five minutes. As Kim was telling me the story I’m thinking that this is similar to the legendary Nordstrom story, where the salesperson went to another store in the mall to buy the customer an item that they were out of and resold it to the customer. This was not the case. Remember, Zifa is not like… Okay you get it. What Zifa did puts her into the Customer Service Amazement Hall of Fame. She went back and made Kim a container of fresh, “homemade” whipped cream. When Kim came back he was… Amazed! The Lesson: Customer service is more than saying, please, thank you and being nice. When Zifa came around the counter to take Kim to where the whipped cream should have been, she was taking an extra step. Yes, that’s great customer service, but she did even more than that. When she realized the store was out of the product, she became a problem solver. To sum this up, here is a question: What initiative do you (and your employees) take to solve your customers’ problems? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314)692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken 30

The Oregon Agent • Fall 2014

We stand shoulder to shoulder with our independent agency partners to provide coverage

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You’re passionate about your clients. We’re passionate about protecting them. You have a passion for supporting your clients. Liberty Mutual has a passion for protecting them with coverages like commercial auto, workers compensation, and business owner’s policy (BOP). With regional offices, industry understanding, and comprehensive coverages for businesses of all sizes, we have the local knowledge and national resources to help your clients thrive. Talk to your territory manager today about Liberty Mutual Insurance, or go to libertymutualgroup.com/business. We are proud to support the Independent Insurance Agents & Brokers of Oregon. @LibertyB2B