e-Insight - February 2021 - NonMember by Big I Illinois

FEBRUARY 2021

INSIGHT CUSTOMER CARE and

CUSTOMER EXPERIENCE - CX in Insurance for the “Now” Generation - How to Improve the Insurance CX

Plus

It’s Time to Make Your Reputation a Top Priority

Pamper your customer’s business with a policy from West Bend. Your customers gave their business what it needed to grow to the pride and joy it’s become. Now help them nurture it. An insurance policy from West Bend is the best way to keep it happy, healthy, and profitable. So wrap it in the cozy warmth of the Silver Lining®.

FEBRUARY 2021

Editor & Graphic Design - Rachel Romines

Advertising - Tami Hubbell

CONTENTS 12

IIA of IL Wellness Series: I’m Fine (and Other COVID Lies)

15 18 22 24

Why it’s Time to Make Reputation Your Top Priority

27 28

Were You Prepared for the Hard Market?

By Claudia St. John

By John Graham

Customer Experience (CX) in Insurance for the “Now” Generation

By Jake Levant

Customer Care and Customer Experience

By Lani Hamilton

How to Improve the Insurance Customer Experience

By Benedict Clark

By Curtis Pearsall

Getting Motivated to Prospect

By John Chapin

In This Issue

The Independent Insurance Agents of Illinois (IIA of IL) has been providing members with a sustainable competitive advantage since 1899.

7 8 9 11 17

President’s Message Trusted Choice Brett’s Two Sense Government

e-Insight

30 32 32 33 34

Associate News Young Agents Agency Members in the News IIA of IL News Classifieds

info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744

2009 • 2010 • 2011 • 2012 • 2013 2014 • 2015 • 2016 • 2017 • 2019 • 2020

Insight is the official publication of the Independent Insurance Agents of Illinois (IIA of IL). The magazine is published monthly for the members of the IIA of IL, with the office located at 4360 Wabash Avenue, Springfield, Illinois 62711-7009; Consumer Website: www.ChooseIndependent.com. The IIA of IL welcomes letters discussing concerns of the insurance industry, articles, editorials, other matters of interest to the membership. The editor reserves the right to edit and select submissions for publication. Address submissions for review to Rachel Romines at rromines@iiaofil.org. For advertising information, contact Tami Hubbell at thubbell@iiaofil.org.

Board of Directors Executive Committee

Regional Directors

ADVERTISERS 35

ACUITY

APPLIED UNDERWRITERS

BERKSHIRE HATHAWAY/GUARD INSURANCE CO

CIRCLES CONCIERGE

4 10 5

ENVISION HEALTHCARE GRINNELL MUTUAL REINSURANCE COMPANY IIAPAC

INSURANCE PROGRAM MANAGERS GROUP

SWISSRE

W.A. SCHICKEDANZ AGENCY, INC.

WEST BEND MUTUAL INSURANCE CO.

Committee Chairs

IIA of Illinois Staff

Budget & Finance | Bennie Jones (312) 960-6200 | bjones@rmsoa.com

Director of Information and Technology Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org

Director of Government Relations Evan Manning - (217) 321-3002 - emanning@iiaofil.org

Education | Teresa Fleming, CIC, CISR (815) 849-5219 | tess@leffelmanassoc.com

Director of Education and Agency Resources Brett Gerger - (217) 321-3006 - bgerger@iiaofil.org

Office Administrator Kristi Osmond - (217) 321-3007 - kosmond@iiaofil.org

Accounting & Admin Services Tami Hubbell - (217) 321-3016 - thubbell@iiaofil.org

Director of Communications Rachel Romines - (217) 321-3024 - rromines@iiaofil.org

Director of Human Resources, Board Admin Jennifer Jacobs - (217) 321-3013 - jjacobs@iiaofil.org

Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.org

Sr. Vice President/Chief Financial Officer Mark Kuchar - (217) 321-3015 - mkuchar@iiaofil.org

Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net

Chief Executive Officer Phil Lackman - (217) 321-3005 - plackman@iiaofil.org

Director of Prof. Liability & Ins. Products Carol Wilson, CPIA - (217) 321-3011 - cwilson.indep12@insuremail.net

Central/Southern Marketing Representative Lori Mahorney - (217) 415-7550 - lmahorney@iiaofil.org

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DEC

IIAPAC

Independent Insurance Agents

Y R T

S U D

Political Action Committee

N I R

U O TY

R O P

P U S

The Independent Insurance Agents Political Action Committee (IIAPAC) supports candidates for and members of the Illinois General Assembly who support the legislative agenda of independent insurance agents.

IIAPAC is a bi-partisan committee, making significant contributions to both Republican and Democratic candidates.

IIAPAC - Your Association Fighting For You Fought off retroactive business interruption efforts. Joined efforts in beating back a harmful workersâ&#x20AC;&#x2122; compensation rule. Make changes to the Department of Insuranceâ&#x20AC;&#x2122;s regulation on the Premium Fund Trust Account (PFTA). Introduced legislation to provide parity to total loss of auto claims. Introduced legislation to make several changes to the Surplus Lines Code. Introduced legislation to give agent notification for lapsing life insurance contracts. Introduced legislation to provide consumer protections from bad actors in the public adjuster arena.

We Need Your Help Your financial support will help elect and re-elect candidates who share our business philosophies. In 2019, only 22% of IIA of IL member agencies contributed to IIAPAC which amounted to $41,100 - far below the average of comparable industries.

www.iiaofil.org/Government/IIAPAC

president's message | INSIGHT

Happy New Year! Happy New Year to all of our members. I’m focusing my remarks this month on the important role our association plays in the legislative and regulatory process. I think we all understand that our great business is regulated on the state level. This creates a challenge for the IIA of IL to ensure the voices of our members are represented in Springfield. In order to represent the independent agency channel, the IIA staff takes a very intentional approach to creating relationships with the IL Legislature and IL Department of Insurance. Invariably, several pieces of legislation surface each year that, if passed, would have a very negative impact on our clients and our independent agency channel. At the same time, each year, there are several items our association is typically introducing that benefit the independent agency channel and our clients. The one constant we could all agree on is that our business continues to be challenged by new proposed regulation and legislation. I was planning to share some detailed examples of recent rules and bills that have been contemplated or adopted recently that impact our business to demonstrate the power of government relations. However, I decided against that since Evan Manning does such a good job on a very regular basis keeping our membership updated on legislative and regulatory issues. In fact, I urge you to read Evan’s update in this current issue of Insight. I want to focus a few words on how you can help. There are three ways you can impact your business legislatively.

3. Contribute to IIAPAC every year. Currently, only 22% of our members are contributing each year. We can do better and we need to do better. IIAPAC benefits 100% of our members but, currently, only 25% of our members are supporting IIPAC. We have found that the biggest reason our contribution percentage is low is that most of you are so busy and don’t realize you are not contributing. I have sent a video message urging this support. The IIAPAC provides the funding to create and strengthen relationships with many key legislators that impact our business. As you know, Illinois has a new House Speaker, new Director of Insurance, and several new legislators. The legislative agenda is very aggressive this year. Help us defend the Independent Agency system by sending your IIAPAC donation in today. My Message is simple. We are all in this together. Therefore, I am asking all of you to simply go to iiaofil.org and give to IIAPAC today. Nobody will judge the contribution amount. Whether you are comfortable with $25, $50 or $500, it’s completely up to you. Again, on behalf of all of our members, a special thank you to our IIA staff for all you do every day to protect and promote the independent agent channel. All the Best,

1. Hire professional and competent representation in Springfield. The great news is that you have already done this very well. By your commitment to membership in the IIA, you have Evan Manning, Brett Gerger, and Phil Lackman working every day for all of you. I can tell you from personal experience that all three of these gentlemen are so well respected by legislators and regulators. They are all known for being very fair in their approach. They are relied on by legislators and regulators for guidance, education, and counsel on many relevant insurance related issues. 2. Get to know your local legislators and stay informed. There are dozens of new legislators in the 102nd General Assembly, so this is a perfect opportunity for you to reach out and develop a relationship. Know your legislator - reach out, meet them and become a resource for them in your local community. It is also important that Evan is aware of your relationship, as these connections are one of our strongest advocacy assets. Please take a few minutes out of your schedule and read updates from Evan and our government relations committee. The IIA staff always appreciates any perspective you have, so make sure your voice is heard if you have something to contribute.

George Daly with former Senate Insurance Committee Chair John Mulroe and IIA of IL CEO Phil Lackman

George Daly - IIA of IL President - (708) 845-3311 - george.daly@thehortongroup.com february 2021

insight

Trusted Choice® MARKETING REIMBURSEMENT PROGRAM Trusted Choice has funds available to help Big “I” member agencies offset the cost of marketing expenses when leveraging the Trusted Choice brand. Members have three ways to access funds: Co-brand with the Trusted Choice logo* General Co-branded Marketing: Up to $750 in reimbursement when co-branding with the Trusted Choice logo on any consumer facing items. This could include Co-brand with the advertising costs, event sponsorship, branded giveaway business cards, store signage, logo has a lifetime max value of $750 per agency location) itemsTrusted and more.Choice (This program Digital Marketing Incentive: Additional $750 in Funds Available for 2021 Only! Open to all members. Must be used towards digital marketing efforts (video, social or web ads) and must include the Trusted Choice logo. Members can use any of the Trusted Choice customizable campaigns or can create their own ad.

*Co-branding funds and additional 2021 digital marketing funds are reimbursed at 50% of cost to agency with a max of $750 for each option.

Website Upgrade: Receive $500 for building a new site with one of our preferred partners. Partners include ITC, Forge 3, Titan Web, Advisor Evolved and Marketing 360. $500 is a ﬂat reimbursement and does not require member to spend above that amount. Option 2 reimbursement funds can only be used towards new websites created in 2021 and excludes add on services.

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e INSIGHT -

online journal at www.iiaofil.org/Resources/Insight

FE BR U AR Y

20 21

INSIGH T

CUSTO and MER CA RE CUSTO MER E - CX in X PERIE Insura nce fo - How NC r th to Plus

Improve

e “N the Insu ow” Genera tion rance CX

It’s T e to Reputim ation aMake Your Top Pri ority

INSURANCE SPEAK:

Core Values are More Important Than Ever in the COVID-19 Era In this month’s e-Insight. february 2021

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INSIGHT | associate news Thank you to our Associate Members.

Diamond Level

Platinum Level

Progressive Surplus Line Association of Illinois

Gold Level AAA Insurance Arlington/Roe Blue Cross/Blue Shield of IL Keystone Insurance Group, Inc. Pekin Insurance Rockford Mutual Insurance Company

Silver Level Grinnell Mutual Reinsurance Company Imperial PFS IMT Insurance

Nationwide West Bend Mutual Insurance Co.

Bronze Level A. J. Wayne & Associates AFCO Credit Corporation AMERISAFE AmWINS Brokerage of the Midwest, LLC Auto-Owners Insurance Co. Badger Mutual Insurance Company Berkshire Hathaway Guard Insurance Companies Columbia Insurance Group Continental Western Group CRC Group Donald Gaddis Company, Inc. Donegal Insurance Group Encompass Insurance Encova Insurance Erie Insurance Group Foremost Insurance Group Forreston Mutual Insurance Company Frankenmuth Insurance Grange Insurance Illinois Mine Subsidence Ins. Fund Illinois Public Risk Fund Indiana Farmers Insurance Insurance Program Managers Group J C Restoration J M Wilson 30

insight

Kemper Liberty Mutual/Safeco Insurance Madison Mutual Insurance Company MarshBerry Maximum Independent Brokerage, LLC Mercury Insurance Group MetLife Auto & Home Midwest Insurance Company PEOPLE Previsor Insurance ProAg Management Inc RT Specialty - Naperville ServiceMaster DSI Society Insurance Specialty Risk of America Transcom General Agency Travelers UIG - The Agent Agency United Fire Group Universal Property & Casualty Utica National Insurance Group W. A. Schickedanz Agency, Inc./Interstate Risk Placement Western National Insurance Westfield february 2021

associate news | INSIGHT Arlington/Roe Expands Leadership Team Arlington/Roe, managing general agent and wholesale insurance broker, expands its leadership team and aligns for future growth and perpetuation with the appointment of Andy Hamilton, CIC, as Transportation Manager.

Before moving to Columbus in 2017, Hamilton was the sales and agency relations manager for J.M. Wilson in Indiana and Ohio. He also has experience as a territory manager in Indiana with Liberty Mutual/Safeco and as a risk management consultant with the Henriott Group. He holds a Certified Insurance Counselor (CIC) designation.

Over the past 10 years, Arlington/Roe has grown exponentially from 119 associates to 189 and from $112 million in premium to $215 million. Notably, the company is still independent, family-owned and two of President and CEO Jim Roe’s sons, Andy and Patrick Roe, are serving in leadership roles. Hamilton has prior leadership experience as the branch manager of the Ohio office at J.M. Wilson Corp., and he has a wide variety of experience on the company, agency and E&S sides. He was responsible for all production in several states, and he led a team whose majority of premium was in transportation business.

Commercial Personal Lines We offer insurance solutions for homeowners and for small, medium, and large businesses with competitive pricing, an easy submission process, and the opportunity for multi-product discounts. Visit www.guard.com to see what we can do for you. Businessowner’s Commercial Auto Commercial Package Commercial Property Commercial Umbrella General Liability

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february 2021

insight

INSIGHT | agency members in the news IIA of IL Agency Members Celebrating Anniversaries Walter W. Schultz Insurance Agency, Inc. in Lansing, IL is celebrating their 98th anniversary. Hruska Insurancenter, Inc., with locations in Mokena, Chicago, and Griffith, IN, is celebrating their 65th anniversary. Congratulations! If your agency is celebrating an anniversary, send the information to Rachel Romines, Insight Editor, at rromines@iiaofil.org.

insight

february 2021

iia of il news | INSIGHT

Education Classes february

2 3 9 10 10 11 16 17 18 22 23 23 24 24

Pre-Licensing Course - Property & Casualty Virtual E&O Roadmap to Personal Auto & Umbrella Ins. Webinar Flood Insurance and the NFIP Webinar CISR - Insuring Personal Residential Property Virtual E&O Roadmap To Cyber & Privacy Insurance Webinar Agents E&O Webinar Pre-Licensing Course - Life & Health Virtual CISR - Commercial Casualty 1 Virtual E&O - Identity Theft, Red Flags, Money Laundering Webinar E&O Risk Management Webinar CISR- Insuring Commercial Property Virtual Ethics: Essentials for the Insurance Producer Webinar E&O - Roadmap to Policy Analysis Webinar CIC - Commercial Property Virtual

march

2 2 8 10 11 11 16 18 18 22 24 24 30

Pre-Licensing Course - Property & Casualty Virtual E&O - Identity Theft, Red Flags, Money Laundering Webinar E&O Roadmap to Personal Auto Webinar CISR - Personal Lines Miscellaneous Virtual CISR - Insuring Personal Residential Property Virtual E&O - Roadmap to Homeowners Endorsements Webinar Pre-Licensing Course - Life & Health Virtual CISR - Agency Operations Virtual Agents E&O Webinar E&O Risk Management â&#x20AC;&#x201C; Challenge of Change Webinar CIC - Personal Lines Virtual E&O - Roadmap to Policy Analysis Webinar CISR - Life and Helath Essentials Virtual

New Members member agency Parrilli & Associates Inc, DBA Kelly Assurance Oak Forest Shield Insurance Services Evanston

february 2021

insight

INSIGHT | classifieds for the insurance professional by the insurance professional

AGENCY WANTED

20. Since 2004, Central Illinois Agents Group LLC has been providing independent agents with a variety of markets with contingency opportunities. Agents have availability to several markets that they may not be able to sustain or maintain on their own. We have markets for personal, commercial, agricultural and crop insurance lines. Let us help you get to the next level.

Visit www.ciagonline.com for contact information.

AGENCY/AGENTS/PRODUCERS WANTED

02. Forest Park/Oak Park agency for over 60 years, will meet your needs by providing space, markets, marketing & sales support, automation, merging with or purchasing your agency. Perpetuation/ Succession Plans, BuySell Agreements also available. We have experienced, educated and dedicated staff for you and your clients. Have access to our numerous companies, office services and many other resources. Retain ownership in your book with contingency. Please look closely at us- we are an agency you want to do business with! Weâ&#x20AC;&#x2122;ve done it before, we know how- we make it easy! Visit our website at forestagency.com/agents.html, or call for a confidential discussion and a list of Agency benefits.

OPPORTUNITIES/SPACE AVAILABLE/RETAIN OWNERSHIP

13. We are a 100 year old Northbrook agency looking to discuss any mutually beneficial opportunity. Our producers, mergers, clusters and agency purchases receive 50% commissions on new and renewal business without any expenses. We can provide: office space, phones, agency management system, service renewals and changes. The companies we represent are: Badger Mutual, Employers Mutual, General Casualty, Guide One, Hartford, Kemper, Progressive, Rockford Mutual, Safeco, State Auto, Travelers and Met Life. Contact:

Nancy Solomon Martini, Miller & Schloss, Inc. (847) 291-1313 Ron@martini-miller.com

Dan Browne will provide an agency evaluation/appraisal at little cost to you. Please call:

Dan Browne or Cathy Hall Forest Insurance (708) 383-9000 www.forestinsured.com/mergers-acquisitions

insight

february 2021

OPEN SEMCI Single-entry, multiple-company interface (SEMCI) is like magic!

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e-Insight - February 2021 - NonMember

Articles inside

Classifieds

Brett’s Two Sense

President’s Message

Trusted Choice