Fall 2020
IAL FEATUR C E E SP E&O RISK MANAGEMENT
THE RIGHT PATH
P. 12
3 STEPS TO PERFECT YOUR HIRING PROCESS PAGE 23
P. 54
ClearFocus ClearVision ClearPath to
Success Reaffirmed AM Best Rating “A-“ (Excellent) with a Stable Outlook Leading Regional Insurance Company Workers’ Compensation that is Clearly Better
200 Executive Park, Louisville, KY 40207 | t 502.894.8484 | 800.367.5372 | clearpathmutual.com 2 | Kentucky IA - Fall 2020
Inside
What's
Page 8
Contents
6 Q&A with Katlin Eldersma, LaRue-Carey Apprentice 8 Savings of your Big I Membership 9 FREE Big I Benefits
Page 20
12 E&O Risk Management: The Right Path 20 Advocating To Do What’s Right for You 23 93 With Over 40 Years of Experience 54 3 Steps to Perfect Your Hiring Process
Every Issue
In
Page 54
4 From the Chair
The Kentucky IA is the official magazine of Big I Kentucky, and is published quarterly.
5 From the Commissioner’s 58 Advertiser Index Desk 58 Classified Ads 50 Education Offerings 58 Social Media Links 15 Industry Partners
Our
Office Address 13265 O’Bannon Station Way, Louisville, Kentucky 40223. Telephone: (502) 245-5432 Email: info@bigiky.org Fax: (502) 245-5750 All advertising and editorial submissions are welcome.
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Mission
Create value for our members through innovative resources and legislative advocacy while fostering industry relationships. 3 | Kentucky IA - Fall 2020
Chair From the
The Big “I” is an amazing organization essential to our industry, both in Kentucky and across the nation. Since the late 1890s, our voice is the strongest it has ever been. We have small one-person agency members along with some of the biggest agencies in the nation, but our biggest asset is all the great people across the Commonwealth. When Big I Kentucky had the idea to honor the seasoned professionals in our industry, we were unsure how many responses we would receive. You will see in this issue that we have surpassed the estimated 40 individuals by more than 50 people! The common theme seems to be, “I never intended to spend my life in insurance, but here I am.” The longevity of employees is impressive. In my agency, Brenda Berryman just hit 50 years working in insurance. We admire that she knows everybody that walks in the door and how her voice on the phone smoothes out the rough spots for hundreds of clients. Be proud of your time spent in this incredible industry, where each client, each phone call and each interaction is another chance to do something great. Our industry is ever-changing, but our people keep adapting and servicing our clients despite the obstacles we face. Currently, Big I Kentucky is sifting through boxes of pictures from our rich history. There is a fabulous portrait from the Louisville Board Meeting in 1925, which shows a large crowd (dressed to the nines) gathered for banquets in hotel ballrooms, but there are thousands of candid shots. In 1993, I attended my first convention, but we have photos from events in the 1970s. Our past leaders have spent some time identifying the people in these pictures, but there are many faces we don’t recognize that you could help name. InsurPac and KAPAC need your support. My goal is to have more members contribute and more agencies with 100% participation. One hundred percent participation means every employee in your agency contributes $10 or $20. If every person in a Big I agency contributed, we could meet our fundraising goal and continue to give Kentucky agents the political advocacy they need and deserve. Nationally, Big I lobbied for you when the 20% cap on taxes surfaced and was able to get pass-through entities included. This change saved agency principals millions of dollars. Please remember your savings and donate to InsurPac and KAPAC, so we can continue to do what is right for you and your agency. As you may already know, we canceled our 2020 Convention and Tradeshow and decided to leave our Board of Directors the same for 2021. Six months ago, I did not think either of these decisions would be necessary. I am excited to serve another year as your Big I Kentucky Chair. Hopefully, I will have the opportunity to complete agency visits, help host in-person road shows and make meaningful progress for our members. This year, Steve Kinkade completed his term as our State National Director, and we have two excellent candidates campaigning to fill this position. Over the years, Steve has been a strong voice for Big I Kentucky members and is highly respected by his peers. Please, email or call Steve and thank him for the work he has done on our behalf. Hopefully, we continue to make progress on COVID-19 and will get back to a new normal soon. Be safe, enjoy the change in weather and keep protecting your clients with great coverage.
4 | Kentucky IA - Fall 2020
OFFICERS From the
Commissioner’s Desk As I write this, it is the end of August. I am still working from home and going into the office one morning each week to sign documents. I miss my DOI family, but we will continue to do our jobs well despite the challenges of working remotely. The Department has caught up on all delayed licensing examinations, and we are back to pre-pandemic levels of scheduling and moderating exams. After the DOI pushed for some reductions, the health insurance filings for 2021 were submitted, reviewed by our actuaries and finalized. Our national five-year accreditation is scheduled for September and will occur virtually, which will be new for everyone and may present some challenges. We will make it work, and I am confident that we will receive full accreditation once again. Consumer complaint investigations, fraud investigations, market conduct examinations, financial analysis and health, life, property and casualty filing reviews continue to take place. Currently, COVID-19 guidance is not monopolizing the insurance industry, but we continue to monitor Kentucky’s COVID status so we can be proactive in addressing any new developments. So, as I stated above, DOI continues to do our jobs and do them well. It is a testimony to our DOI family. At the beginning of this pandemic, I stressed that the insurance industry is an essential business to the Governor’s Office. Kentuckians rely on the protection their insurance coverage provides, and more importantly, our fellow citizens depend on you---the insurance agent. During any uncertain times, “peace of mind” and financial security become even more critical. You are the face of the insurance industry, and you should always be available to answer questions and provide assistance to your clients. The Department of Insurance knows that you are essential, and we look forward to watching you continue your great work. Stay safe and wear your mask,
Ray A. Robertson, CIC
Chair, Mt. Sterling 859.498.3410
Kevin T. Desmond
Chair-Elect, Bellevue 859.491.5100
Whitney L. Floyd, CIC
Vice-Chair, Henderson 270.827.3543
Allen J. Crawford, CIC, CSRM
Treasurer, Somerset 606.679.6311
Stephen R. Kinkade, CPCU, AAI
National Director, Leitchfield 270.259.5465
Aaron LaRue
Immediate Past Chair, Bardstown 502.348.0050
DIRECTORS Philip Anderton
Lousiville, 502.585.3277
Mark Linkous, CIC
Edmonton, 270.432.3491
John Purdom
Murray, 270.753.4751
Carolyn Reynolds
Richmond, 859.623.8485
Eric Schumacher
Maysville, 606.759.5663
Adam Sheridan
Emerging Leader Chair, Somerset 606.679.6311
Chris J. Wiseman, CIC
Bowling Green, 270.781.2020
Laura Yount, CIC, CISR
London, 606.878.0100
STAFF Tara T. Purvis
President & CEO
Amy Good
Financial Services Director
Katie Hines
Membership Services Director
Taylor A. Lee
Communications Director
Kristie Weyer, CISR
Insurance Services Director
Cassie Young
Workforce Development Director
5 | Kentucky IA - Fall 2020
KATLIN ELDERSMA LaRue-Carey Apprentice, Licensed Insurance Agent What inspired you to pursue a career in insurance? After working for Aaron LaRue and Patrick Carey for a year, I had an urge to learn more about the insurance field and turn this opportunity into a career. I had no clue what I was getting myself into when I started this apprenticeship. During high school, I never imagined myself pursuing a career in insurance, but God had other plans for me that I did not even think were possible for a high school senior. Once I started to learn more about insurance and why we need it, I decided to further my education and obtain my insurance license.
What line of business interests you most? I’m working on both Personal and Commercial lines. My boss, Aaron LaRue, wanted me to dip my toes into the commercial side of the business. Once I obtained my insurance license, I didn’t have a specific line of business in mind for myself. Over time, Aaron and I began to develop a “game plan” for me. It just so happens my coworker, Caitlin Burbick Thomas, is taking maternity leave soon. I’m picking up her day-to-day tasks while she’s gone. She works in Commercial Lines. After spending two weeks with Caitlin Burbick-Thomas, I’ve grown to learn that Commercial Lines is much more complicated than Personal Lines. Yes, there is a lot I need to learn, but I know I will pick up on everything over time.
What are your career goals? I have a broad range of career goals. I want to further my insurance knowledge, learn more about the Commercial side of insurance and make this apprenticeship into a career. My coworkers have inspired me to develop good habits and a daily routine to provide my clients with quality customer service.
Do you believe other agencies could benefit from hiring an apprentice? Why? I would recommend this nationally-recognized Apprenticeship program to other agencies. The employer and the student can benefit from this opportunity in many ways. The agency owners could pick up on a few things the business could improve on. He or she may decide to update procedures and protocols to help employees respond appropriately to specific situations and improve office functionality.
In your opinion, why should other students pursue an insurance apprenticeship? If I’m honest, I did not see myself being an insurance agent right out of high school. Many students probably don’t perceive insurance as a “fun” career path. I believe it takes a special type of person to pursue a career as an independent agent. Some students may not realize how important insurance is or how they can contribute to the industry as a whole. This apprenticeship could help other students open their eyes to a career they never knew was an option. 6 | Kentucky IA - Fall 2020
GROW YOUR OWN TALENT with our nationally-recognized apprenticeship program WHAT IS AN APPRENTICESHIP?
Employee training program that combines on-the-job training and classroom instruction under supervision of an experienced industry professional. Requires paid onsite training and quality technical instruction.
REQUIREMENTS FOR GENERAL INSURANCE ASSOCIATE: • 2, 169 hours of on-the-job training • Hours worked in the office in each section of the Work Process Schedule • 144 hours in the classroom • Business pathway classes taken at school plus the InVest insurance course. • New Hire Training and Pre-Licensing courses • Training and classes for your apprentice at no cost to you.
How can Big I KY help?
We serve as the intermediary, meaning that we help with paperwork including getting your apprentice registered with the state, as well as tracking hours, additional education and licensing, and support too!
BENEFITS OF AN APPRENTICE
• Solid ROI - A recent study showed that, on average, for each dollar invested, private employers receive a benefit of $1.53 - a net return of $0.53! • “Homegrown” employees are more productive. A skilled professional worker who trained as an apprentice within your business will naturally be more productive since he or she is already familiar with your agency’s standards and procedures. That means your employees will spend their time contributing to producing your expected results, not getting up to speed. • Apprenticeships foster loyalty There is something intangible about the loyalty workers feel toward a business that values them enough to invest time and money to help them reach their career goals.
For more information or to get an apprentice, Call Cassie! 502-245-5432 ext 105 cyoung@bigiky.org
7 | Kentucky IA - Fall 2020
MONEY SAVED IS MONEY EARNED! E&O Programs EPLI coverage Agency Consulting and E&O Auditing Personal Umbrella coverage Anthem Group Health Plan Cyber Liability Programs Big “I” Retirement (MEP) Life & Disability coverage Big “I” Flood coverages Big “I” Markets Work At Home Vintage Experts
8 | Kentucky IA - Fall 2020
Better interest rate through Imperial PFS Member pricing at events Caliper Big “I” Hires Employer Blueprint ePayPolicy Virtual Risk Consultant UPS discounts Docusign discount
FFFFFRRRRREEEEEEEEEE BBBBBEEEEEN I E S F E S I T N F E S I T N F E S I T N F E S I T F FFF RRREEE EEE BBB EEEN E S I T N F E I T N F E T I N F T SS MEMBERSHIP
• Trusted Choice® is the national marketing brand created exclusively for Big I members to help consumers understand the value an independent agent offers. Use the Marketing Reimbursement Program to co-brand your agency and offset costs. Plus, the pros at Trusted Choice can review your website, social media and even give you ready to use digital content. • TrustedChoice.com is the #1 online quoting portal to compete with direct writers online. It also provides education to consumers about different types of insurance. • Emerging Leaders perpetuate the future of the independent agency system. • Leadership Opportunities - Join a committee and get involved.
PRODUCTS • First Call Free Legal - receive 30 minutes of free legal advice per year from General Counsel, Rick Pitts.
HIRING • Big I KY Job Board - Post jobs and review resumes for FREE. • Veteran Licensing Program - Free licensing available for vets and their spouses. • Apprenticeship Program helps you grow your own talent with our nationally recognized program. • Affinity HR provides you with select hiring and onboarding resources.
EDUCATION & EVENTS • Road Shows include a free lunch and free continuing education right in your backyard.
You love FREE? So do we! That’s why the following benefits are included with your membership.
ADVOCACY • Lobbying Efforts- Our lobbyists are present every day looking out for your best interests. • Legislative Bulletins - During the Kentucky legislative session, you will receive an update each week on the happenings in Frankfort. • Legislative Day- Join your fellow agents in Frankfort to bring awareness and understanding of issues facing agents to our legislators.
RESOURCES • ACT brings you the best work-flows and technologies available within the independent agency system. • “Ask An Expert” allows you to utilize experts/faculty to find answers to those uncommon questions and get a response within 24 hours. • Telecom Services can save you 100s of dollars on your telecom needs with zero risk or out-of-pocket expense. • Big “I” VU provides information on agency management and technical insurance issues. • BIG I KY Website - Trusted resource for all your business needs at bigiky.org. • BIG I KY Newsletter - weekly e-newsletter with insurance related news and special annoucements. • BIG I KY Staff - We pride ourselves on being the ULTIMATE resource for our members. Just think of us as that extra staff member - without all of the on-boarding paperwork! • Kentucky IA - This quarterly magazine gives an in-depth look at industry and association related news and events. • Social Media Presence - Facebook, Twitter, Instagram, LinkedIn.
Your Big I KY staff is always willing to help in any way we can. Call us at 502-245-5432 or email info@bigiky.org
9 | Kentucky IA - Fall 2020
Independent Agency Alliance RPG
PROFESSIONAL L I A B I L I T Y.
50 years experience protec�ng the businesses, reputa�on, and assets of IIABA members Represented by IIABA and all Big “I” state associa�ons na�onwide Experience, partnership, and a strong commitment to addressing the needs of agencies with opera�ons extending beyond the tradi�onal sales and servicing of insurance products, makes the Big “I” Alliance Independent Agency RPG E&O Program a choice second to none
Experience - Stability - Expertise - Flexibility
Independent Agency Alliance
Program Features Broad de�ni�on of “Professional �ervices,” including but not limited to insurance agent and broker, MGA, insurance consultant, loss control, risk management Defense Costs outside the Limit of Liability Expansive de�ni�on of Insured includes current and former employees, independent contractors, leased or temporary employees Aggregate and Each Occurrence deduc�ble op�ons �o�ened Hammer Clause - �0/�0 Deduc�ble Reduc�on �eature – Ability to reduce deduc�ble by 100% up to $25,000, subject to policy terms Claims made policy form with broad claim repor�ng provision In-house claims staff, primarily licensed a�orneys, who partner with seasoned panel counsel, well versed in agency law Catastrophe Extra Expense coverage limit of $25,000/$50,000 �ubpoena expenses paid in addi�on to policy limit of liability – no deduc�ble, un�l a claim is made Regulatory Defense Coverage of $100,000 per policy period - no deduc�ble Crisis Management Coverage of $20,000 per policy period - no deduc�ble Insolvency coverage for all carriers with B� or be�er A.M. Best ra�ng, or for business placed with an insurance carrier admi�ed in the state or states of domicile of the subject risk and rated A or higher by Demotech. Loss of Earnings – reimbursement for loss of earnings or temporary staff due to a�ending deposi�ons or trials $1,500 per insured per day/maximum of $75,000 per cer��cate period. Generous ERP provisions True Worldwide Coverage Complimentary access to “E&O Happens” risk management website, www.IIABA.net/eohappens and E&O Claims Advisor �ewsle�er
The intended distribution of this document is to licensed insurance producers. For information on the Big “I” Alliance Independent Agency RPG E&O program please contact the state IIABA. Please refer to policy form SP 12 886 and any revisions thereof for complete policy language. All policies are individually underwritten and subject to the underwriting guidelines of First Specialty Insurance Corporation, a member of Swiss Re Corporate Solutions. First Specialty Insurance Corporation is authorized as a domestic surplus insurance company in the State of Missouri and is a non-admitted insurance company in all other states and the District of Columbia. First Specialty Insurance Corporation is A.M. Best rated A+; Superior; XV; Stable. Insurance products are available only through licensed surplus lines brokers and may not be available in all states. 03/07/2019
amerisafe.com - 800.897.9719
POLICYHOLDER RETENTION RATE
OVE R
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When you only do one thing, you better do it well and workers’ comp is all we’ve ever done for over 30 years.
OUR DUTY IS TO KEEP WORKERS PROTECTED
11 | Kentucky IA - Fall 2020
*Policyholder retention rate based on voluntary business that we elected for renewal quote: 93.1% in 2019. © 2020 AMERISAFE, Inc. AMERISAFE and the AMERISAFE LOGO is a registered trademark of AMERISAFE, Inc. SAFE ABOVE ALL is a trademark of AMERISAFE, Inc. All rights reserved.
E&O Risk Management The Right Path
Eric Moberg Several years ago, I wrote an article titled E&O Audits, They aren’t too Scary. The premise was that the word “audit” generally strikes fear in people’s minds. The good news was that having an E&O Audit can be quite helpful and enlightening. Effective January 1, 2020, SwissRE/Westport has expanded the E&O Risk Management program to include an Agency Website Operational Review (5%), Implementation and Use of Coverage Checklists (5%) and Risk Management Credit (up to 10%) for the required percentage of agency staff participation in a live E&O class or webinar. To receive the Website or Checklist Credit, the agency must complete the Risk Management qualifications, so confirm you have the correct number of staff enrolled. Also, the agency can earn an additional five year 10% credit for performing an Agency Operational Efficiency Review (E&O Audit). There is a potential combined Risk Management Credit of 30%. Check with your state association representative, Kristie Weyer, for specific information as it will apply to your agency. E&O Risk Management, Operational Reviews (E&O Audits) can be an extremely beneficial process for your agency. That old saying about “another set of eyes” is true. Many of our clients have us back, audit after audit, because they see the value in our diverse community of agencies. Our agency clients range from 2 or 3 person Main Street offices to agencies with hundreds of staff spread over many locations. We get to see almost every type of operation, industry specialists, coverage specialists and generalists. Over the past few weeks, we have audited agencies specializing in Energy, Surety, Benefits, Professional Liability and Equine insurance. We’ve worked with agencies using just about every automation system or combination of systems, 12 | Kentucky IA - Fall 2020
including some with little or no automation. This exposure to a wide variety of agencies makes us better prepared to perform an Agency Operational Review or Website review. We learn from our clients every day. We see innovation in marketing, sales and customer service. Every aspect of operating an agency has potential variations. Something I always find in the agencies with strong operations is tools to prevent errors and omissions. We continuously discuss the “Trinity” of E&O Risk Management: communication, documentation and consistency. Using effective tools such as New Business Worksheets, Risk Management Exposure Checklists, Renewal Questionnaires and written procedures help an agency reduce E&O Exposure. The staff should learn procedures and understand how to use the tools available to them. Remember, a finished procedures manual is most likely obsolete. Procedures/workflow manuals are living documents that need to be updated regularly, so take the time to review your procedures and workflow at least semi-annually. With a Moberg audit, your agency will receive a free policies and procedures manual valued at $250. When COVID-19 found its way to the United States, you may have noticed your agency scrambling to update protocols. Every agency I have talked to in recent months had to make changes to their procedures and workflow while their staff was working from home. This will continue into the foreseeable future for many agencies and the companies they represent. They may be slower to respond to your submissions or renewal requests. They, too, have to deal with unexpected changes, so allow more time to get things done, begin that new business submission earlier if possible and begin your renewal process 30 days earlier.
Everyone will benefit, and it just might save your sanity. Everyone in your agency should be E&O Aware. Discuss why being E&O conscious is important at staff meetings. Share experiences you have had where a mistake led to an E&O claim, and take advantage of all the E&O Risk Management support you have from your Association, both state and national. There is a tremendous amount of information on the IIABA E&O Happens website. If we can help, please contact us. We would be happy to assist your agency with E&O Risk Management audits. Big I KY members are entitled to a membership benefit of one hour of free consulting from The Moberg Group each year.
Eric Moberg’s career in the insurance industry spans over 40 years. It has involved management and executive positions with insurance companies, vendors providing services to the insurance industry, as a successful agency owner, and currently as President/CEO of The Moberg Group, Inc. (TMG), an insurance consulting firm working with Independent Insurance Agents and Wholesale Brokers. TMG, located in Franklin, North Carolina, with consultants strategically located throughout the US, is the leading provider of Insurance Agency Errors & Omissions loss control programs. TMG has performed well over 1,000 E&O Audits over the past 28 years. TMG is the preferred E&O Audit provider for many state associations and E&O carriers, including the Big I of KY.
The new CRC Indianapolis office is your Midwest insurance solution. Aimee Stumler
Joni Denny (Garage)
P 317.581.3243 E astumler@crcgroup.com
P 606.260.4018 E jodenny@crcgroup.com
Indianapolis Office
crcgroup.com
450 E. 96th Street Suite 500 Indianapolis, IN 46240
13 | Kentucky IA - Fall 2020
FIRST CALL FREE LEGAL With our First Call Free Legal program, all members receive 30 minutes of free legal consultation per year with our general counsel to discuss any insurance or agency related matter.
Experience Matters WAHVE bridges the gap between insurance firms’ staffing needs and seasoned professionals’ “work‐life” balance preferences as they phase into retirement. Learn more at: WAHVE.com
14 | Kentucky IA - Fall 2020
Thank You
2020 Industry Partners
BRONZE
SILVER
GOLD
PLATINUM
DIAMOND
(as of 10/01/20)
Associated General Contractors of Kentucky Bolton and Company Kentucky Growers Insurance Co., Inc. State Auto Insurance Company Amerisafe AMWins Anthem Blue Cross & Blue Shield Country Financial EMC Insurance Companies Encova FCCI Insurance Group Frankenmuth Insurance
Grange Insurance Company ICW Group Insurance Companies J.M. Wilson Kentucky National Insurance Co. Kentucky Retail Federation Self Insurers Fund Market Finders Insurance MetLife Auto & Home Midwestern Insurance Alliance
Orion Networks Prime Insurance Companies Selective Insurance Company of America SwissRe Corporate Solutions United Home Insurance Company Westfield Insurance
Big I Kentucky gratefully acknowledges these fine companies, our 2020 Industry Partners. Without their assistance, fees for the events and programs throughout the year would be significantly higher and/or the quality of the program would be restricted.
15 | Kentucky IA - Fall 2020
FIND AND RECRUIT. Recruiting Support A ge n c ie s o f a ll s iz e s u s e I d e a lT r a it s t o h ir e t o p p e r f o r m in g s a le s a n d s e r v ic e s t a f f . P o s t jo b s , r e c e iv e c a n d id a t e s , s e n d a s s e s s m e n t s a n d id e n t if y t h e r igh t r e c r u it . W it h va r io u s s e r v ic e le v e ls , y o u r jo b w ill b e s e e n o n t o p r e c r u it in g s it e s in c lu d in g Zip R e c r u it e r , Indeed and m any m or e! DIY Hiring Toolkits* T a k e a h a n d s -o n a p p r o a c h t o f in d t h e r igh t s t a f f w it h t o o lk it s f o r p e r s o n a l a n d co m m e r c ia l lin e s C S R s a n d p r o d u c e r s . I n c lu d e s s a m p le jo b d e s c r ip t io n s , p o s t in gs , p r o f ile s , a p p lic a t io n s , in t e r v ie w a n d r e f e r e n c e q u e s t io n s , s a m p le o f f e r le t t e r s , and m ore.
FIND TOP TALENT Does the thought of hiring a new employee leave you overwhelmed? Are you seeing turnover, or posting a job, but just aren’t finding the “right” person? You’re not alone. According to the Agency Universe Study 44% of independent insurance agency owners say finding qualified new recruits is their top challenge. Find the right recruits with Big "I" Hires, a one-stop resource for independent insurance agencies to identify, hire and assess top-performing Producers and CSRs.
Ready to Get Started? BigIHires.com
ASSESS AND MANAGE. Sales Call Reluctance Testing* Yo u r c a n d id a t e h a s p o t e n t ia l a n d p e r s o n a lit y , b u t w ill t h e y s e ll? T h is a s s e s s m e n t c a n h e lp u n c o v e r t h e t r u e p o t e n t ia l a n d a b ilit y . Pre-Employment Assessments* C a lip e r p r o f ile s h e lp y o u p u t t h e r igh t p e o p le in t h e r igh t r o le s t o in c r e a s e p r o d u c t iv it y , e m p lo y e e e n ga ge m e n t , a n d p r o f it a b ilit y . B e n e f it f r o m p r o p r ie t a r y e m p lo y e e a n d a p p lic a n t a s s e s s m e n t in s t r u m e n t s t h a t a c c u r a t e ly m e a s u r e s a n in d iv id u a l' s jo b p e r f o r m a n c e p o t e n t ia l. Human Resources Tools* A f f in it y H R G r o u p o f f e r s h e lp w it h e m p lo y e e c h a lle n ge s , d a ily o p e r a t io n s , c o m p lia n c e a u d it s , e m p lo y e e h a n d b o o k s , c o m p e n s a t io n q u e s t io n s a n d e m p lo y e e d e v e lo p m e n t a n d m ore.
TRAIN. Technical Insurance Resources V is it t h e B ig “I ” V ir t u a l U n iv e r s it y f o r B a s ic a n d B e y o n d o n lin e t r a in in g c o u r s e s f o r n e w e r a ge n t s . W h e n a ge n t s a s k , w e a n s w e r , d iv e in t o t h o u s a n d s o f in -d e p t h in s u r a n c e t o p ic s a n d if y o u c a n ’t f in d t h e a n s w e r , a q u ic k o n lin e f o r m w ill c o n n e c t y o u w it h a n exper t and an ans wer . *Big “I” Member Discounts Available.
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Maintaining a safe workplace shouldn’t be a daunting task. Protecting the workforce is what we do at Summit, and we’re here to help every step of the way.
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©2020 Summit Consulting LLC (DBA Summit, the people who know workers’ comp LLC) PO Box 988, Lakeland, FL 33802. All rights reserved.
When it comes to supporting independent insurance agents, we believe that growth starts close to home. That’s why EMC has offices and representatives across the country — giving you personalized service from a trusted partner who knows the local market. And because we tailor our insurance solutions and loss control services to meet the unique needs of your customers, you can always count on bringing the best products to the table.
www.emcins.com ©Copyright Employers Mutual Casualty Company 2020. All rights reserved.
18 | Kentucky IA - Fall 2020
© SECURA Insurance
19 | Kentucky IA - Fall 2020
Advocating To Do What’s Right for YOU Dustin Miller
One of your greatest Big I membership benefits is our legislative and regulatory advocacy. We understand, as small business owners and active insurance professionals, your job is to tend to your business, take care of your customers and not monitor all of the developments in Frankfort and Washington, D.C.
dealing with customers operating essential main street businesses. Not only do legislators value your voice on insurance issues, but they also WANT to know what you think about these issues.
Our job at the Big I is to provide opportunities for our members to share their voice. These opportunities include the D.C. Fly-In (ZoomYour Big I staff in Kentucky and our national office In this year), our Legislative Day at the Capitol in D.C., along with myself and Prentice Harvey as in Frankfort, giving through our political action outside consultants, keep tabs on the proposed committees and serving on the Big I Government regulations and legislation that could impact our Affairs committee. You can share your voice on industry and your customers. We review new bill pertinent insurance industry issues in a collective filings in the General Assembly and Congress, look way to maximize their impact. at proposed and existing regulations for business But don’t forget, all politics are LOCAL! impact and provide an avenue for you to raise issues you see in your agency with government Legislators and Congressmen care about how officials. This service is a significant member the laws they make will impact their local benefit, but like all of the benefits of a Big I communities. One of the first questions we get membership, the more you put into it, the more asked when we talk to a legislator about a bill is you will get out. inevitable, “What does (insert local agent name) think of this bill, and does this bill hurt/help them?” The relationships that our members have I think of advocacy as a three-legged stool. Having and your status in your local communities create important issues, engaged association staff and this question. It could be having the legislator competent professional representation are just ask a client, being an active member of your local two legs of that stool. The third leg, and arguably chamber or civic organization or supporting the the most important, is YOU! Legislators and legislator in their campaign. You earned the right regulators value the input of the Big I in insurance for your voice to be heard in the policy-making policy-making because you are on the front lines process. That’s where you come in.
20 | Kentucky IA - Fall 2020
You don’t need to know everything about every But, what if the legislator didn’t know you? What if insurance issue. Ask the representatives basic they didn’t care? questions such as what they think of insurance agents or what their philosophy is on litigation. Building legislative relationships is a never-ending Generally, those fundamental questions will tell process. We have to plant seeds constantly. you what you need to know. Be more interested Elections happen three out of every four years in how you can get to know them, help them with in Kentucky. That means there will be new their campaigns or introduce them to someone Representatives, Senators, Constitutional Officers else you know. Politicians are networkers, and the and Congressmen to get to know. Even if it is the successful ones have massive networks. Sounds same members running for office again, elections like someone else I know, YOU! present opportunities when legislators are actively With election season in full swing and legislators seeking votes and looking to engage with their looking to engage with their constituents, I constituents. Take advantage of this prime time for encourage you to get to know them and let them you to meet your local representatives. Just pick know you are a Big I member. Make sure they have up the phone and give them a call. I suspect, as a an agent’s name to insert HERE! person who has cold-called a few prospects, you are pretty good on the phone. “I know (Insert Agent Name Here), and he/she is a Big I member!”
Dustin Miller began his decade of experience in Frankfort handling Government and Media Relation for State Farm Insurance. He has represented clients before the General Assembly from various sectors including telecommunications, insurance, health care, and education. He served on several boards during the Patton & Fletcher Administrations including the Healthcare Transparency Committee and the Governor’s Earthquake Council since 2004.
GO ALL IN! When your agency goes all in, you’re eligible to receive a pizza party from Big I KY. Encourage your work family to give $10 or more to each PAC, so you can enjoy a pizza party on us!
21 | Kentucky IA - Fall 2020
UPCOMING EVENTS CRM
BIG I NEWS
February 17-19, 2021 Hilton Garden Inn Louisville Northeast
EMERGING LEADER SUMMIT
September 21-23 University of Kentucky Gatton College of Business 550 S Limestone Lexington, KY 40506
AWARD-WINNING MEMBERS Have any GOOD NEWS to share from your agency or your participation in your community? We would love to hear! We can promote your success in our magazine and on our social media. Contact Taylor Lee at tlee@bigiky.org or give us a call at 502245-5432.
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IN MEMORIAM CULLAN BROWN 2000-2020
Cullan Brown, age 20, of Eddyville, KY passed away Tuesday, August 4, 2020 at KY Children’s Hospital in Lexington, KY. Cullan was a member of the University of Kentucky golf team where he was named UK “Male Freshman Athlete of the Year”. Cullan was also an avid outdoorsman and duck hunter. Cullan won Kentucky’s Trusted Choice Big I National Qualifier in 2015. He went on to represent Kentucky in the 2015 and 2016 National Championships.
22 | Kentucky IA - Fall 2020
JM Wilson 100th KY Indep Agent CMKY outlines.indd 2
4/3/20 8:23 AM
Thank you to all who contributed to this feature. When we first started this project, we were unsure if we would be able to meet our goal of 40 professionals with more than 40 years of experience. However, we were overwhelmed with more than 90 responses, and I think you will enjoy reading the memories and stories as much as we did. As we spoke to agents, we were reminded of how business was done 40 years ago. Computers were not on the horizon. You told us about Pro Rate Cancellation factor wheels, Rapid Rater books and Sanborn fire maps. But one thing remains clear, everyone loves this industry and helping their clients understand insurance and playing a major role in their community. Things are quite a bit different and are ever-changing. Who knows what the business will look like in 40 more years‌
23 | Kentucky IA - Fall 2020
Tom Stickler
Stickler & Associates Agency 66 years Favorite Memory: Having my two sons take over the operation and continuation of the agency.
Best Part of being an Insurance Professional: I pride myself on providing the best customer service to all of our clients.
Chris Houk
Houk Insurance Agency 65 years Favorite Memory: The people I have met and still know from my years in the insurance business.
Best Part of being an Insurance Professional: Having been in business in a small town and having the support of my many friends over the years.
Robert W. Shipp
North Hardin Insurance 60 years Favorite Memory: The
numerous civic awards my agency has received.
Best Part of being an Insurance Professional: Many opportunities to help others throughout my 60 years in insurance.
Jean Salyer
French Cline Insurance 59 years Favorite Memory: My
first trip with my father to a client’s home to take pictures and write insurance. We enjoyed visiting, drinking coffee and discussing insurance.
Best Part of being an Insurance Professional:
Having the opportunity to work with people and find the perfect insurance plan to suit their needs.
24 | Kentucky IA - Fall 2020
James “Tom� Smith Smith-Manus 58 years
Favorite Memory:
When Jack Manus and I started Smith-Manus. The first client who paid us a premium gave us more confidence in our ability to succeed in insurance.
Best Part of being an Insurance Professional: Working for myself and having control over my agency.
Michael D. Hepp Charles M. Moore 56 years
Favorite Memory:
Numerous favorite memories of my career, which all deal with Association Service.
Best Part of being an Insurance Professional:
Helping clients, developing relationships with members over the 56 years I have worked in insurance and Association networking with other agencies.
Robert “Bobby” Clarkson RH Clarkson Insurance 56 years
Favorite Memory: I started my career selling individual health insurance policies at the Kentucky State Fair.
Best Part of being an Insurance Professional: I have always enjoyed meeting
people, especially learning and sharing with business people. My entire business has been built on my attitude, effort and persistence. We must give our clients our best, every single time.
Carl Richard Clark
Hall & Clark Insurance Agency, Inc. 55 years Favorite Memory: I once owned a mutual insurance company that enabled me to meet agents from across the state and formed some great relationships. I fondly remember the good times at the Big “I” conventions at the Galt House during the 70s.
Best Part of being an Insurance Professional: Insurance is complicated and confusing. I enjoy helping people understand why they need insurance and what insurance can and cannot do for them.
Raymond Nelson
Raymond Nelson Insurance Agency, Inc. 55 years Favorite Memory: I worked for my first boss when I started selling life insurance for 10 years. He taught me work ethic and explained to me you can have anything you want in life if you put the hours in and treat people the way you want to be treated. I have tried to live by this my entire career and have been blessed by this industy.
Best Part of being an Insurance Professional: I am able to be myself and pursue my passion. I still have some of my first clients, and that is truly rewarding.
E. David Meena Durett Insurance 53 years
Favorite Memory: The first account I wrote as an Independent Agent was a $1 million account. Best Part of being an Insurance Professional: I love being creative, and I think it’s important to stay one step ahead of the competition.
Robert “Bobby” Wilson Wilson Insurance Agency 51 years
Favorite Memory: I have a client who lives about an hour from my office. When I
asked why he always drives to the office to pay his premium, instead of mailing it, he responded with, “I just wanted to come visit with you.”
Best Part of being an Insurance Professional: I enjoy being able to help people make important decisions.
25 | Kentucky IA - Fall 2020
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Brenda Berryman Limestone Agency 50 years
Favorite Memory: I have so many memories from agents, co-workers, underwriters,
adjusters and customers! Jouett Hoffman and Floyd Jack Ison hired me at 18 years old, just graduated from high school and married. I stayed in the business because I have always been a talker and enjoyed meeting people.
Best Part of being an Insurance Professional: I love speaking with customers at my
desk about any type of insuance they are wanting, but I couldn’t have done it without my coworkers who are always willing to help!
Deborah “Debbie” Hunter Hyland Insurance Agency 49 years
Favorite Memory: I had a wonderful opportunity to work in different parts of the US for Fireman’s Fund as a Senior Commercial Lines Underwriter in six different branch offices from the West Coast to the Midwest for 22 years. I also was fortunate enough to learn different locales, meet new people and develop lifetime relationships all over the country.
Best Part of being an Insurance Professional: My favorite part about my role as an
insurance professional is the people. I enjoy having the ability to help and be there for my clients from both an internal (in-house) and an external (companies and insureds) standpoint through mentoring, guidance and reliability.
Bill McCarty
Tri-City Insurance Services, Inc. 49 years Favorite Memory: I loved working with my dad in the agency’s early days. When
he passed away at 61 years old, I was young, and he left me in charge. At first it was frightening, but we made it.
Best Part of being an Insurance Professional: I enjoyed helping people and turning clients into friends. This industry has been good to my family!
Fran Ramsey
Morgan, Trevathan & Gunn, Inc. 49 years Favorite Memory from your Career: Knowing and working with my coworkers for 49
years. Pete T. Gunn, III hired me in 1971, and I worked for him for over 46 years until he passed. Pete was a remarkable boss who would always help his insureds and employees with any problem. I have worked with many people at MTG for over 30 and 40 years. When you work with people for so long, they become part of your family. They will always be dear friends to me, and I will always cherish the memories I have with each person.
Favorite Part of being an Insurance Professional: The best part was the opportunity
to learn the insurance business and the different insurance software systems that our agency has used. I have enjoyed working on the Automation Committee, going to the AMS conventions and classes and teaching the products to our staff. When I started working at MTG, we used a batch computer system, but now, we are almost paperless because of new technology. Over the years, I have seen many technological changes. 27 | Kentucky IA - Fall 2020
George “Buddy” Wilson
Crabtree-Wilson Insurance Agency, Inc. 49 years Favorite Memory: I went after an account for 9 years before writing it, and I still have the account after 38 years! I also enjoyed my time serving as IIAK President in 1988.
Best Part of being an Insurance Professional: The best part is definitely helping people.
John Dyer Carr, Jr. Carr Insurance Agency 48 years
Favorite Memory: My favorite memory is the wonderful friendships I have made with
customers and different company reps. The purchase of my office building, after renting, is close to the top of my list. My daughter joined the agency full-time after graduating college, and we have been working together almost 25 years now, making work a home away from home. I guess that’s why I’m still working and haven’t retired yet.
Best Part of being an Insurance Professional: I enjoyed helping people become more knowledgeable about their insurance needs and making lifelong friendships.
Jennifer Joan Gibson
Hall & Clark Insurance Agency, Inc. 48 years Favorite Memory: When I started in the business,
there were 3 rating classes to quote automobile liability insurance: 1A, 2A and 2C. We had a simple one page rate chart that you quickly glimpse at and quote in less than a minute. Most of the time, we had the rate chart memorized and could provide a quote immediately.
Best Part of being an Insurance Professional: The constant changes that occur daily in the industry still keeps me energized and interested, even though, it is sometimes hard to keep up with.
Miller Hoffman Limestone Agency 48 years
Favorite Memory: My favorite memory involves me working with my father, attending IIAK conventions in the 80s at the Galt House Hotel and making good friends all over the state.
Best Part of being an Insurance Professional:
The best part is being able to help when bad things happen to our clients.
Alan Ramsay Al Torstrick 48 years
Favorite Memory: My longest client received a quote from an HMO Direct Writer that
was better than the one I gave her. She refused to use the other agent. When she made a phone call to the claims number, they informed her that I didn’t work for that company. She called me in a panic, but I insisted I was her agent even though I had to get her policy through a different company.
Best Part of being an Insurance Professional: The best part of being an insurance professional is helping people and doing the right thing. 28 | Kentucky IA - Fall 2020
Gary Thornsberry
Deborah Cordle
Favorite Memory: I was an accounting major and
Favorite Memory: One of my favorite memories
Thornsberry Insurance 48 years
wanted to be in the FBI. However, my dad and uncle were in insurance. My uncle won a trip to London but couldn’t go, so I went instead. While in London, I spoke with an underwriter at Lloyd’s of London. I didn’t think insurance was “logical” but understood it better after talking with the underwriter.
Best Part of being an Insurance Professional: Every day is different, and I enjoy having the opportunity to help people.
Joe Young Insurance 47 years is the relationships that I have built with customers, underwriters, field representatives and other insurance professionals over the years.
Best Part of being an Insurance Professional:
The best part o is helping customers protect their livelihood with insurance coverage, and when a claim occurs, the customers thank you for being there and helping them during such a tramatic time in their life.
Linda Hoard
M. Parker Insurance, LLC. 47 years Favorite Memory: I began working for an insurance agency while I was in high school. I
was hired by Roscoe Jackson and learned a great deal from sitting at a desk across the room from him. I listened to him interact with clients, underwriters, etc. He was regarded as one of the top insurance professionals in the industry. After his death, I was hired by E. Starling Holloway and worked for him for many years. “Mr. H” was also considered a top insurance professional in Kentucky. He had a great sense of humor, and I laugh when former coworkers and I reminisce about the funny things he did over the years. I feel fortunate to have worked for both of these outstanding men and remember them both fondly.
Best Part of being an Insurance Professional: I enjoy working on small business
accounts and helping them grow. It is satisfying to help an individual go from working a full-time job and working for himself on weekends to resigning and working for himself full time. Then, he will grow the business and hire his own employees.
Lee Askew
Cumberland Valley 46 years Favorite Memory: After many phone calls to the claims manager at Liberty Mutual, I
developed a romantic relationship with her and married her! We were married for 37 years before she passed and had three children.
Best Part of being an Insurance Professional: I take my job as an insurance professional very personal, and I do that because I love to help people.
Kevin Desmond Desmond Insurance 46 years
Favorite Memory: I have 2 brothers who served as IIAK Presidents, Dennis Desmond (1997) and Michael Desmond (1974). I will have the pleasure of being Chair in 2022.
Best Part of being an Insurance Professional: I enjoy dealing with people everyday. 29 | Kentucky IA - Fall 2020
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Karen O’Hara
Hyland, Block & Hyland 46 years Favorite Memory: Going to a two-day convention in Chicago representing my agency as the appointed Kentucky provided for The Oral Maxillofacial Surgeons National Insurance Company. This carrier only writes and insures oral and maxillofacial surgeons and uses one agency per state to service their accounts. The speakers not only knew the coverage side but also the business side of insurance creating both a personal and professional vested interest in its success. They realized how each claim affected the company’s bottom line and how it affected the named insured and the settlement of a malpractice claim for the sake of “cutting the losses” of the carrier.
Best Part of being an Insurance Professional: Learning the intricacies of the
coverages and realizing the more I learn, the less I know. With each change in the world view itself, we come up with new coverage needs – EPLI, cyber, terrorism, communicable virus. Things that didn’t even exist when I started and how we change our thoughts each day to help our clients address these needs.
Paul Reynolds
Reynolds Insurance Agency, Inc. 46 years Favorite Memory: I traveled to Clay County, KY to insure a rented home. The tenants
had several young children, and I let the children take pictures with my polaroid camera. After taking pictures of the house and sending them in, I received notice that my submission was rejected and that I was being reported to the authorities for child pornography. One of the children snuck into the photo when I wasn’t looking and was posing nude on the front porch. I informed the underwriter this is a part of Appalachian culture for children to play in little to no clothing. I learned from that point to always review my submissions and pictures thrououghly.
Best Part of being an Insurance Professional: Forming personal relationships and
building trust/respect for my suggestions when meeting and talking with customers who do not feel they need, want or have a certain type of coverage and then have a claim actually needing what I suggested.
Ron Smedley
Risk Placement Services, Inc. (RPS) 45+ years Favorite Memory: Facilitating an in-house business study at my previous company (W.E Kingsley Co.) for several weeks on the Seven Habits of Highly Effective People, by Stephen Covey. Fourteen of our associates completed the study of the book and the exercise was a relationship builder. Everyone learned new things and shared views of the many habits in the book.
Best Part of being an Insurance Professional: Easily, the amazing people that I have
developed connections with 3 different sectors of the industry: insurance carriers, retail clients and professional intermediary competitors. My greatest lesson is, “Do things the right way and practice unselfishness, everything will work out fine.” 32 | Kentucky IA - Fall 2020
Agnes Yates
North Hardin Agency 45+ years Favorite Memory: I have so many memories from over the years. It would be hard to name just one with so many kind phone calls, cards and flowers. I have developed numerous friendships throughout my years as an insurance professional.
Best Part of being an Insurance Professional: As a Commercial Lines Manager, I really enjoyed helping new clients, explaining the many types of insurance to fit the needs of their business.
Bradford Blain Al Torstrick 45 years
Favorite Memory: I wouldn’t have many memories
if it weren’t for the great people/clients I get to work with.
Best Part of being an Insurance Professional: The best part is my ability to help people.
Mark Bruckert
Fusting and Dugan Insurance, LLC. 45 years Favorite Memory: My favorite memory is working
and learning the business from my father, Jack Bruckert, who started our family agency. His honesty, perseverance and hard work for his clients was something I have tried to emulate for 45 years in the insurance business.
Best Part of being an Insurance Professional: The best part of is providing my clients peace of mind and seeing that their claims are paid fairly and promptly.
Sandra Blain Al Torstrick 45 years
Favorite Memory: My favorite memories would have to be when I was IIAK President in 2010.
Best Part of being an Insurance Professional: All the friendships I have made with other agencies and customers.
Melinda Cornell
Glass Thompson Insurance 45 years Favorite Memory: I have enjoyed meeting so many
associates and clients over the years. Each have provided a wealth of knowledge and presented many challenging opportunities to learn more about this industry and the people associated.
Best Part of being an Insurance Professional:
Through the vast products and programs available, I feel I have helped others pursue their personal and business dreams, while providing the financial security needed for them to succeed. 33 | Kentucky IA - Fall 2020
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Mark Dexter
Sam Dexter Insurance Agency, Inc. 45 years Favorite Memory: In 2005, I attended my first regional meeting as a new agent
representing Auto-Owners Insurance Co. In the front of the ballroom, there was a large banner which proclaimed, “We’re in business to write business.� I soon learned the company was serious about building genuine relationships with field underwriters, as well as, regional office personnel. Their dedication to serving clients was a breath of fresh air to me.
Best Part of being an Insurance Professional: Providing peace of mind protection and facilitating payments for losses incurred by customers is especially gratifying.
Kenneth Goins
Franklin Goins Insurance Agency, Inc. 45 years Favorite Memory: Everything in my career has been about people. My friends turn into
clients, other clients turn into friends and their children and grandchildren turn into clients.
Best Part of being an Insurance Professional: I have never considered this a job. This has been my career.
Ruth Kirkpatrick
Boontucky Insurance Service 45 years Favorite Memory: My favorite memory is starting my own agency in 2004. Best Part of being an Insurance Professional: The honor of giving my clients great customer service is at the top of my list.
Vicki Frye
Lawton Insurance 45 years Favorite Memory: I have worked for
agencies and companies in 6 states and have met many people and made many lifelong friends along the way.
Best Part of being an Insurance Professional: Building relationships
with my customers and helping them find the best coverage at the best price. I, also, enjoy being there when they have a claim because that is when they need us most. 36 | Kentucky IA - Fall 2020
Linnie Claywell
Kiely Hines & Associates 44 years
Beverly Hatfield
Hummel Hatfield Insurance 44 years
Favorite Memory: My favorite
Favorite Memory: Moving from
Best Part of being an Insurance Professional: The best part would
Best Part of being an Insurance Professional: Meeting new
memory would have to be receiving my Certified Insurance Counselor (CIC) designation in 1990.
have to be all the people I met over the years and knowing that I work in a business designed to help people.
a claims adjuster to working in a family-owned agency with my husband and son.
people and being able to help clients with their insurance needs. I love educating people on the different types of insurance.
David Houk
Houk Insurance Agency 44 years Favorite Memory: I enjoyed serving on the IIAK Board of Directors and then as Chair
in 2016.
Best Part of being an Insurance Professional: Being able to help my customer through difficult times makes all my hard work as an agent worthwhile.
Alex LaRue
LaRue-Carey Insurance Group 44 years Favorite Memory: I have three favorite memories. In 1992, my father sold the
agency to me. My second and third memories are from when my sons, Aaron and Jack, joined the agency.
Best Part of being an Insurance Professional: The best part is the people, working with customers to meet their needs and working with an awesome staff.
Jack Martin
Glenn E. Martin Insurance 44 years Favorite Memory: My first week on
the job involved me sitting next to my dad’s desk. I fondly remember being hugged by an insured whose home was totally destroyed by fire. She was so appreciative of us having the proper coverage at her time of need. She still thanks me everytime we see each other.
Best Part of being an Insurance Professional: The best part is
providing valuable advice and helping people protect their dreams.
Tim Murphy
Harbor Insurance Agency 44 years Favorite Memory: I enjoyed
my time in young agents, going to conferences at Cumberland State Park and developing lifelong relationships. I can’t forget serving as IIAK President in 1992. It has been a priviledge to work with my two sons, Adam and John.
Best Part of being an Insurance Professional: It was so rewarding to be a local business leader and help people when they need it most, especially after a large loss.
Cyndee Pedersen
Assured Partners - Louisville 44 years Favorite Memory: My favorite memory was getting to ride along the Atlantic Ocean and Chesapeake Bay in the Goodyear blimp. Our client was a huge Goodyear distributor.
Best Part of being an Insurance Professional: The
best part is constantly growing and learning, while developing relationships with my clients and carrier colleagues.
37 | Kentucky IA - Fall 2020
Rollin “Buddy” Underwood Cook, Downing and Underwood 44 years
Favorite Memory: When we would have an ice storm or hail storm, we were able to help everyone!
Best Part of being an Insurance Professional: I enjoy being a part of the independent agency system.
Cherie Brewer
Sterling Thompson Company 43 years Favorite Memory: My
Favorite Memory: Getting Connecticut
favorite memory was when I received my Certified Insurance Counselor (CIC) designation.
Best Part of being an Insurance Professional: I
enjoyed educating and helping my insureds.
Charles Fox
Tarter & Roberts 43 years Favorite Memory: All the good
Sue Orth
C.K. Ash & Associates 43 years Favorite Memory: For a
people and relationships that God has blessed me with. Also, I had a farm insured and a tenant house on the property. The insured wanted to double his coverage because he had a bootlegger on the property, and they were afraid the bootlegger was going to burn the house down!
few years, I taught insurance licensing classes for new agents. I felt like by helping new agents start out on the right foot, I was giving back to the industry that gave me so much.
Best Part of being an Insurance Professional: When claims were
best part is the people I have met, worked with and worked for. There were many that made quite the impression on my life, and I hope I had the same impact on them as well.
paid, it was help to insure those who needed to get their homes rebuilt. This was very gratifying to me knowing I was able to help them. 38 | Kentucky IA - Fall 2020
Robert “Bob” Fletcher
Intellectual Property Insurance Services 43 years
Best Part of being an Insurance Professional: The
Indemnity to be the carrier for our Patent Enforcement Insurance policy.
Best Part of being an Insurance Professional: We level the playing field by providing our clients with money to protect their intellectual property and products from infringement.
Scott D. Pippen
Bluegrass Insurance Agency 43 years Favorite Memory: It was a pleasure
meeting the Lloyd’s of London head of regulatory in the London headquarters, as well as visiting the trading floor and meeting with several underwriters. I also had the opportunity to fly in a helicopter, 60 miles, into the Gulf of Mexico with a marine engineer and landed on an oil platform to inspect the damage for a “loss of hole” claim.
Best Part of being an Insurance Professional: I am blessed to have
met so many influential people and learned about so many different types of businesses and how they operate.
Greg Stickler
Stickler & Associates Agency, Inc. 43 years Favorite Memory: My first life insurance policy with a P & C client in the agency. I
went with a binder full of information to share. The home had no air conditioning, and it was hot. I went through the binder, wrote the application and issued the policy.
Best Part of being an Insurance Professional: Listening and communicating with clients, so we can assist them with all of their needs with a wide variety of insurance products and carriers.
Virginia “Jean” Troll
Houchens Curneal Hignite Insurance 43 years Favorite Memory: I don’t have one favorite memory in particular. I have had a great career and enjoyed meeting and working with some great people.
Best Part of being an Insurance Professional: I enjoy helping customers get the coverage they need and developing relationships along the way.
Sheila VanMeter
Intellectual Property Insurance Services Corp. 43 years Favorite Memory: In 2008, Intellectual Property Insurance Services
Corporation (IPISC) had an insured claim and was sued for patent infringement on one of his best-selling products (this threatened his business’s viability, should he lose). IPISC and the carrier, Gotham Insurance Company, stood by the insured throughout the years of litigation, even through the US Supreme Court where the insured won the suit and received an award of compensation. This case is now considered one of the landmark patent cases in the last 10 years and the result has altered the way patent cases in the US are litigated. We continue to see this case cited in legal documents and are very proud that IPISC and the carrier whoplayed such an important role to help the insured continue his business and make patent litigation history.
Best Part of being an Insurance Professional: In our industry,
we sell all kinds of innovative ideas and products from our insureds. It has been a pleasure serving these insureds to help protect their inventions, products and businesses.
Ethel Welsh
Limestone Agency 43 years Favorite Memory: My favorite
memory is having the courtyard garden at Thomas Woodford Insurance. I helped with gardening and always had afternoon tea with my coworkers and clients.
Best Part of being an Insurance Professional: I enjoy getting to
know the clients and coworkers and their families. I truly enjoy helping others by providing the best possible coverage at the best prices for my clients. A lot of my farm and commercial clients have my personal cell number and are comfortable to contact me at any time. 39 | Kentucky IA - Fall 2020
Tom Wheeler Peel & Holland 43 years
Favorite Memory: My favorite memory with the Big I happened in the 80s. We would go
the Big I KY conventions at the Galt House. At that time a lot of our companies had branch offices in Louisville. The underwriters and the assistants would come over to the company hospitality suites and we could put names with faces. I built a lot of good relationships during those times. I also met agents from other areas of the state and we exchanged selling ideas, as well as, find out about markets we didn’t represent.
Best Part of being an Insurance Professional: I always enjoyed getting a new client and becoming their trust advisor. They depended on me to give them insurance advice as their business grew. It was always gratifying to see them succeed and to get to work with the next generation of that business’ owners.
Malcolm Blane Higgins Insurance 42 years
Favorite Memory: I have many favorite memories: being active in Young Agents,
becoming Chairman in 1990, running the Insurance Youth Golf Classic from 1988-1990 and taking our 1988 Kentucky winners to the National Championship in Pinehurst, North Carolina. The network of peer agents and friends I made from Young Agents was invaluable to my career.
Best Part of being an Insurance Professional: The best part is helping to build and
grow our agency with a culture dedicated to serving others. For 15+ consecutive years, we have been an IIABA Best Practices Agency, and that’s something to be proud of!
James “Jim” Brown
Kiely Hines & Associates 42 years
Phyllis Earlywine Limestone Agency 42 years
Favorite Memory: I enjoyed
Favorite Memory: My time
Best Part of being an Insurance Professional: It is
Favorite Part of being an Insurance Professional: I
have the opportunity to work with my son and helping him get started in the insurance business.
truly rewarding knowing that you have taken care of clients for years, so well, that they send their children to me for insurance when they start out on their own. 40 | Kentucky IA - Fall 2020
working as an underwriter with Ohio Casualty is one of my favorite memories.
enjoy working with the public and working with different personalities. I also enjoy trying to make things easier for all my clients.
Fred Foltz III
Woodall Agency, Inc. 42 years Favorite Memory: Getting involved
with Young Agents was an extremely rewarding experience. I leared a lot and gained many friends. My involvement in Young Agents was one of the most important decisions I made as a new agent.
Best Part of being an Insurance Professional: The best part is the impact helping people has had on me. I get a great deal of satisfaction out of knowing I helped someone.
Jeanine Fowler
Al Torstrick Insurance Agency 42 years Favorite Memory: Sandra Blain and I always travel to the annual AMS Convention together. It was always a good time and took me to many interesting places.
Best Part of being an Insurance Professional: I have seen a wide array of personal and commercial losses that have taken on a life of their own. There is never a dull moment in the insurance business and providing clients with the help they need has been a great career.
Jay Hall
Insurance Associates, Inc. 42 years Favorite Memory: I’m so happy to have had the opportunity to attend the Young
Agents Conference at Lake Cumberland and Insurance Conventions at The Galt House in the 1980s. I have met so many amazing people and made lifelong friendships. I received the E. Starling Holloway Insuror of the Year Award in 2018, and it was the highlight of my career.
Best Part of being an Insurance Professional: I enjoy helping people and solving difficult to place risks.
Peggy Kroger
Gary Mabry
Insurance Svcs of Northern KY 42 years
E.J. Mabry Insurance Services, Inc. 42 years
Favorite Memory: I thoroughly
Favorite Memory: It’s extremely
enjoyed starting as a policy typist.
Best Part of being an Insurance Professional: The
client relationships you build are life-changing. I always look forward to speaking to people, learning their situation and providing courage that fits their needs.
rewarding to be able to help people and make a difference in their life.
Best Part of being an Insurance Professional: Essentially, our
industry was designed to help people when they are experiencing crisis. I enjoy being a part of a community dedicated to serving their clients in the best way possible.
Donna McCarty
Tri-City Insurance Service, Inc. 42 years Favorite Memory: It’s a priceless blessing, being able to work everyday with my family. My husband, son and brother work with me at the office!
Best Part of being an Insurance Professional: You get to know your clients so well that they become lifelong friends who feel like family.
41 | Kentucky IA - Fall 2020
42 | Kentucky IA - Fall 2020
Your customers will love our new underwriting box You asked us to find ways to make our standalone, A+ rated personal umbrella policy available to more of your customers.
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43 | Kentucky IA - Fall 2020
Jeffri Northcut Hyland Insurance 42 years
Favorite Memory: My favorite memory is when we moved to transactional filing back in the early 90s. We had to figure it all out online and trust our computers. It seemed quite out of the ordinary that people would stay late, but we soon realized everyone was trying to be the last one out, so they could sneak a peek at the paper again. Busted!
Best Part of being an Insurance Professional: Having something to learn, a project
to do and people to help -- our industry certainly provides all of that, particularly in the independent agency system.
Tallu Smith
Smith Insurors 42 years
Favorite Memory: In 1999, there
Frank Rassiga
ONI Risk Partners 42 years Favorite Memory: I still get excited thinking about obtaining my first commercial insured who is still a client today.
Best Part of being an Insurance Professional: We, as insurance professionals, make a huge difference with the long-term success of our insured’s business.
was a flood in Cynthiana. Land lines were down, so people had their cell phones. Insureds would drive by and were happy to see their insurance agents working every day. The agency made cold-cut sandwiches for insureds and the National Guard.
Best Part of being an Insurance Professional: I was able to give
advice to people when buying their first house or first car, even if I didn’t write their policy. I especially looked forward to helping the young clients who didn’t understand what they were buying.
Mark Stephens
Williamsburg Insurance Agency 42 years Favorite Memory: I am blessed to be working with such an amazing business partner, April Fair. She is a very special person.
Best Part of being an Insurance Professional: The people you meet and work with will always be the best part about this profession.
Russ Wardlaw Insuramax, Inc. 42 years
Favorite Memory: It is difficult to name just one, but a fond and rewarding memory was the day I transitioned over to the independent agency side of our business. The first 12 years of my insurance career was spent on the company side which provided outstanding training and opportunities.
Best Part of being an Insurance Professional: My favorite part of our business has
always been the relationship-building process with my customers and developing strong business partnerships and friendships. Secondly, the opportunity to make a difference in an insureds life after they experience a loss and having the ability to make them whole again.
44 | Kentucky IA - Fall 2020
Rob Wessel
Central Insurance Services 41 years Favorite Memory: One of my favorite memories was the thrill of writing my first
commercial lines account. In 1980, I started fresh out of college with the world’s largest insurance broker and was given a stack of D&B cards to cold call. After visiting 100 accounts in my first month, one CFO told me they wanted to switch agencies but wanted to stay with the same insurance company. That is when I learned of an agent of record letter. The premium was about $9,000 which seemed huge to me at the time and I was thrilled to have made my first sale. This account has become especially important to me and I still have it today.
Best Part of being an Insurance Professional: The best part is the camaraderie
developed with fellow employees, underwriters, agents and clients. I have made many friends in our wonderful industry. Many long-term clients have become long-term friends. The respect and professionalism among agents is extraordinary. I continually encourage young people to join the insurance industry because of the many opportunities for growth and the special camarderie that exists in our business.
Mary Britt
Patriot Group, LLC. 41 years Favorite Memory: Back in the day, I received an invitation to Westfield Insurance
Company’s annual celebration of agency CSRs. We were flown to the Westfield Center in Ohio and were treated like royalty from the minute we got off the plane. Westfield wined and dined us, surprised us with gifts daily and provided non-stop fun and games for our entire stay.
Best Part of being an Insurance Professional: The best part is when my clients show appreciation for the stellar customer service that I pride myself on providing. After 41 years, the enjoyment I get from that interaction motivates me to always do my best for every customer.
Joan Close
Curneal Hignite Insurance, Inc. 41 years Favorite Memory: I’m honored to have worked for Gerry Hignite. Best Part of being an Insurance Professional: Most people do not like or understand insurance, but they know they need it. I like helping people understand and make decisions on their insurance needs. I enjoy building relationships with people.
Lynn Colyer
Reed Brothers Insurance Services, Inc. 41 years Favorite Memory: I was told you will either hate this business or love it. I am one of the lucky ones because I love it! Too many wonderful memories to name just one.
Best Part of being an Insurance Professional: I honestly still love coming to work,
interacting with customers and learning something new every day. I love that our industry is rewarding, interesting, challenging and enables me to develop lifelong relationships. 45 | Kentucky IA - Fall 2020
Tim Conder Insuramax, Inc. 41 years
Favorite Memory: I enjoyed serving as Big I KY Chair 2012. Best Part of being an Insurance Professional: Your clients show so much gratitude
for educating them on something about insurance that they had no idea about. Helping them fix problems is a very rewarding experience.
Favorite Memory: One of my most favorite memories is driving into the rural
mountains of Eastern Kentucky with fresh produce and candy for our customers we did not see often enough. Being greeted with those warm smiles of people who didn’t expect to see us just showing up with vegetables still makes me smile and laugh to this day.
Best Part of being an Insurance Professional: I feel blessed to have been an
Alma Cornett Frazier Insurance Agency 41 years
insurance agent in a small community where I have been able to become a main-street fixture and a big part of daily life. I have been able to develop many friendships from clients who come into my office, not only for insurance services, but to say hello, spend time and allow me into their lives. Insurance has provided me with countless ways to put smiles on local faces, such as giving out treats at Halloween, parades at Christmas and many sporting events our agency has been involved with. I can’t think of a better career for a people person!
Gerald “Jerry” Ditsler
Ditsler Insurance Agency, LLC. 41 years Favorite Memory: Just recently,
a long-time PH called me to say thank for giving them a recommendation 31 years ago. I told them to bring their 401k into the office, and I would review it to ensure they were properly invested for their age. I noticed thay had 100% in a low-yield fixed account and recommended they move it into a more agressive stock option available. They took my advice, and now, it is worth over $400,000.
Best Part of being an Insurance Professional: My favorite part about working in insurance is helping people make something as complicated as insurance easy for them to understand.
46 | Kentucky IA - Fall 2020
Sandy Downs Kiely Hines 41 years
Favorite Memory: I got to travel
to Texas and Alabama to present a $5,000 grant to the Local Fire Department to purchase new turn out gear for the firefighters and thermal imaging equipment to help them locate people caught in fires.
Best Part of being an Insurance Professional: Your clients show so much gratitude for educating them on something about insurance that they had no idea about. Helping them fix problems is a very rewarding experience.
Stan Gentry
Limestone Agency 41 years Favorite Memory: My favorite
memory would have to be paying out my first life insurance claim for $100,000 and seeing how much it meant to the survivor. I also helped an older couple find affordable health insurance and reduce their rates by 60 percent.
Best Part of being an Insurance Professional: Everyday is different. After 40 years, I still enjoy what I do and talking to other people.
Terri Knight
Stephen E. Parrish
Vaughn Insurance Agency Co. 41 years
Underwood, Parrish & Associates Insurance 41 years
Favorite Memory: I have a lot of memories after 41
Favorite Memory: Some of my fondest memories
Best Part of being an Insurance Professional:
Best Part of being an Insurance Professional:
years. In my office, We work well together. Everyone has been here for a long time. Even though we are busy and have stressful times, we still manage to find humor and have fun together. Working in insurance is challenging and rewarding. Every day offers something unique, and I continue to learn new things. It is nice to be able to help clients with their policies, claims or questions.
Kimberly Phillips Haverstock 41 years
are from training at Fireman’s Fund Insurance Company under Linda Engler and Bob Selli. I have worked with some of the most talented and gifted individuals while calling on agencies and clients.
This one is easy. I enjoy serving clients to develop a value-driven comprehensive insurance program. I always strive to exceed client expectations.
Favorite Memory: Before computers, we quoted everything by hand. When
computers started being used in the office, we couldn’t move forward until you corrected the smallest errors.
Best Part of being an Insurance Professional: As an insurance professional, I have met and helped so many people. It’s truly rewarding.
Martin Upchurch Upchurch Insurance 41 years
Favorite Memory: Being able to help a family that had no where left to turn after losing their home.
Best Part of being an Insurance Professional: The best part is helping customers have peace-of-mind knowing their assets are protected.
Rusty Wessel
Wessel Insurance Agency 41 years Favorite Memory: My favorite memory
is also one that I am proud of. When I was still in my teens, I passed my P&C exam. I knew, at a young age, I wanted to follow in my father’s footsteps.
Best Part of being an Insurance Professional: The best part is analyzing the clients’ specific needs and providing the appropriate coverage.
Linda Cole
Wessel Insurance Agency, Inc. 40 years Favorite Memory: My favorite
memory would be the years I spent working side-by-side with my dear friend, Jane Williams, for 26 years.
Best Part of being an Insurance Professional: The best part is
helping my cleints with specific coverages and helping them understand the value of insurance. 47 | Kentucky IA - Fall 2020
Gary Criscillis
Lenders Service Corporation 40 years Favorite Memory: I had the opportunity to travel the state with my father visiting banks and meeting a lot of very good people. We bonded during those trips, and my admiration for him only grew because I saw how professionally he conducted business.
Best Part of being an Insurance Professional: The friendships that come from
serving others last a lifetime. Insurance can be a great career choice for a young person. The independent agency system is built to reward those with an entrepreneurial spirit, especially those who have a calling to help others achieve their dreams and protect their assets. That’s why I enjoy mentoring young agents.
Missy Harlow
Wessel Insurance Agency, Inc. 40 years Favorite Memory: I was mentored by my father for years, and I learned so much. My greatest joy was seeing him retire after years of dedication to the industry.
Best Part of being an Insurance Professional: As a professional agent, I enjoy helping my clients find various coverage options and providing them with the best rates.
Tim Hyland
Agents Helping Agents, Inc. 40 years Favorite Memory: My favorite memory is having my son, Terry, join the agency in 1997. Best Part of being an Insurance Professional: The best part is helping people navigate the often scary world of insurance.
Stan Logan
Logan Lavelle Hunt 40 years Favorite Memory: My peers in KY PIA awarded me Agent of the Year twice (2000 and
2005). I also enjoy seeing my co-workers personally do well and raise a family. Knowing I had something to do with that makes my career extremely rewarding.
Best Part of being an Insurance Professional: The best thing is knowing that the
customer has me in their corner. I’m someone that has spent many personal hours on insurance education. With my experience and knowledge, I can be a real asset to my customer and that is something I’m proud of.
Deborah D. Perry
Roeding Insurance Group 40 years Favorite Memory: I have always loved the insurance industry. I never really wanted to work or do anything else.
Best Part of being an Insurance Professional: The best part is my loyal customers. They believe in me and I appreciate that so much. 48 | Kentucky IA - Fall 2020
Kimberly Sexton Quintela Maverick Insurance Group, LLC 40 years
Favorite Memory: I worked with my friend, Terry Gordon, back in the 80s when I first got started in insurance. Now, 40 years later, we are working together again at Maverick Insurance. I’ve made lifelong friends in this business.
Best Part of being an Insurance Professional: The best part is the
flexibility of working in so many different areas: sales, account management, accounting and office management. It’s incredible what I have learned in this industry.
Lindy Suiter
Energy Insurance Agency 40 years Favorite Memory: My favorite
memory is going to Young Agents Convention in the 80s. I enjoyed meeting others new to the business and excited about the future.
Best Part of being an Insurance Professional: I constantly meet new people and develop life-long relationships with customers, employees, other agents and company personnel. All of these people have made a huge impact on my life.
Lisa West
Energy Insurance Agency 40 years Favorite Memory: I have so many
memories from over the years. If I have to pick, I was very happy when I received my agent’s license. The state test is not easy.
Best Part of being an Insurance Professional: You can assist your
clients with insurance when they purchase a home and assist with any claims they have. I enjoy talking with and seeing my clients and friends stop in to see us. Agents usually stay here until they retire because it’s such a great place to work.
Joseph L Wheatley Fifth Third Insurance 40 years
Favorite Memory: My first day in the business was June 2, 1980. I filled out personnel forms all morning, and that afternoon, I played in an employee golf outing. I knew I had found the right industry for me.
Best Part of being an Insurance Professional: A lot of hard work goes into creating
a good insurance program, and it’s rewarding to see it all pay off when a client needs it most. In 1985, I worked in Mississippi and got to see first-hand claims payments and many grateful customer after Hurricane Elena (Category 3) hit a number of the business that I helped insure in Biloxi and Gulfport, MS.
Cindy Williams
Worth Insurance Group 40 years Favorite Memory: My favorite memory would be writing policies for first time home buyers and getting to share in their preparation and excitement. One customer in particular won a house!
Best Part of being an Insurance Professional: I have made so many amazing
friendships with customers through the years. I always try to make the insurance experience more pleasant. 49 | Kentucky IA - Fall 2020
50 | Kentucky IA - Fall 2020
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E&O and Anthem Group Health to put you at ease It’s OK, we’ve got you covered! You can depend on us to help make sure YOUR professional liability coverage and group health program meet your every need. We know independent agents, because we work with independent agents every day. You can trust us to guide you through the process and get you the coverage you need. Contact Kristie Weyer, Insurance Services Director, at kweyer@bigiky.org or call 502-245-5464 to get the process started. 53 | Kentucky IA - Fall 2020
3 STEPS TO PERFECT YOUR HIRING PROCESS KYLE GORMAN
Hiring has never been easy, and with the current guidelines and restrictions, it’s become even more challenging. Currently, it is a challenge to meet people face-to-face, but we have a record number of people applying for jobs. This virtual hiring environment makes it even more critical to have a strategic hiring process in place before you begin looking for a new employee. Over the years, we have helped agencies planning to hire, but some have never formalized a hiring process in the agency. Can you imagine any other project in your business where you plan to invest $30-50k per year, spend months to launch and know it will change the culture and dynamic of your agency – but not have a plan? Of course not, but this is how we approach hiring. We put feelers out to people that we know write up a vague job description, put it on social media and a couple of job boards, then hope for the best. Let me share a simple, straightforward process that we have implemented in agencies just like yours with great success. Step 1: Take a strategic inventory of exactly what you need in the agency and what skills are required to be effective. For example, an Account Manager needs to be personable, have good communication skills, be detail-oriented and have excellent follow-up and follow-through skills. Once you identify what is required, you can focus your search on those skills instead of on someone that has experience in a specific role. Step 2: Develop a job description focused on the skills you outlined and get that job description in front of as many people as possible. You will need to invest in a few job boards and targeted advertising on social media. The goal is to attract as many candidates as possible so that you can screen the best candidates. Step 3: I recommend at least four steps in the screening process. First, email the candidate to be sure they know they applied for the position and are interested. Second, have a brief call to validate the information on their resume and to discuss hours, benefits, pay since these are basic qualifiers. Third, conduct a video interview to dive deeper into the candidate’s experience, personality and cultural fit to your agency. Lastly, set up a face-to-face interview and introduce the candidate to others on your team. This informal conversation will help you determine if this person will mesh well with you and your employees. 54 | Kentucky IA - Fall 2020
Keep your candidate informed throughout the screening process. Remember, they are actively looking for a job, so you want them to know the next step of the process and your expected timelines. When you are interested in a candidate, trust your process and move them forward. It can be very frustrating to have a great candidate but lose them because you waited too long to bring them in for the next step. Once you are ready to hire, talk to the candidate about a verbal offer, get a mutual agreement and formalize the job offer with a written letter and set your start date.
Your agency’s reputation is only as good as those serving your customers your employees.
Building a team is a considerable investment and can be risky, but having a proven process in place increases your chances or hiring the right people the first time. Kyle Gorman is an entrepreneur, management coach and the Founder/CEO of Employer Blueprint. Kyle is committed to helping business owners gain freedom in their business by building highperforming teams through proper talent acquisition and employee development.
Finding the right employees who will become long-term team members involves more than matching a resume with a job description. Call (270) 215-1159 today and ask about our IIAK partner program to create the blueprint to hire, develop and retain the best employees for the success of your agency.
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55 | Kentucky IA - Fall 2020
The Silver Lining® shines through on claims survey West Bend is Number 12 and earns B+ on Crash Network’s 2020 Insurer Report Card
When more than 1,000 collision repair shops around the country graded auto insurers on how they handle claims, West Bend ranked Number 12 of 79 and earned a B+ rating! This ranking highlights West Bend’s exemplary claims service, not just price and brand recognition. We’re proud to be included on this list as it shows repair shops how we take care of our customers. Crash Network is an independent source of news, views, and information vital to the collision industry. Find out more at https://www.crashnetwork.com/irc.php.
in case you missed it...
57 | Kentucky IA - Fall 2020
Classifieds Acquisitions Established Louisville agency interested in acquiring insurance agencies in Jefferson and surrounding counties. If you are interested in selling, merging, or need assistance with perpetuation, we would like to talk with you in confidence. Call R. Alex Rankin, CPCU or Philip Anderton, CIC, at Sterling G. Thompson, Co. at 502-585-3277
Looking for Producers Independent with top best markets looking to expand presence in Jefferson, Oldham or Shelby counties. Wanting Personal lines Producer or book of business to move or purchase. All arrangements possible, in strict confidence. Please send inquiries to Turner Insurance Agency, 2460 Shelbyville Road, Shelbyville, KY 40065 or call Kurt Turner, CPCU at 502-633-6060.
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