e-Insight - January 2020 - Member by Big I Illinois

JANUARY 2020

INSIGHT

IF YOUR AGENCY COULD TALK, WHAT WOULD IT SAY?

Plus, Is Your Employee Handbook Ready for 2020? How to Become Great at Selling

MORE ABOUT CURT • Knows a skid steer from a black angus • Solid Midwest work ethic

KORY

• Two decades of • Signed a free insurance experience agent contract with the St. Louis Rams • Knows good coverage from blown coverage • A decade of insurance experience

Most valuable player An original farm boy

Meet Kory, one of our Specialty Lines experts. He and others on his team are in a league of their Meet of ourtoFarm-Ag Hebusiness. and others onsolid his team were so own Curt, whenone it comes insuringexperts. Specialty Their game planfarm and kids fast themselves, turnaround set they’ve got first-hand, practical knowledge about a farmer’s insurance needs. It’s the born-andyou up for big wins. It’s the expertise we look for in a dream team. And they’re supported by our raised of expertise we look for inclients a team. Andinthey’re supported by our caring claims group caringkind claims group who’ll get your back the game. so your clients can get back to the work at hand, just like they’ve done for generations.

SECURA Specialty. It’s how you win. secura.net/specialty SECURA Farm-Ag. It’s how you grow. secura.net/farm-ag

Editor & Graphic Design - Rachel Romines

Advertising - Tami Hubbell

January 2020

CONTENTS 8

8 11 14 18

Why Salespeople Don’t Make More Sales

By John Graham

How to Become Great at Selling

By John Chapin

If Your Agency Could Talk, What Would It Say?

By Roger Sitkins

Is Your Employee Handbook Ready for 2020?

By Jennifer Jacobs

In This Issue

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

6 7 13 20 21

Big ‘I’ ACORD Forms Info Trusted Choice

e-Insight Associate News

23 24 25 26

Board of Directors Profiles Industry News People in the News Classifieds

IIA of IL News

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

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.

ADVERTISERS

Board of Directors Executive Committee

Chairman of the Board | Patrick Muldowney (312) 595-7192 | patrick.muldowney@alliant.com

APPLIED UNDERWRITERS

President | Bill Wirth (618) 939-6368 | billw@wirthagency.com

BERKSHIRE HATHAWAY GUARD INS. GROUP

President-Elect | George Daly (708) 845-3311 | george.daly@thehortongroup.com

CIRCLES CONCIERGE SERVICE

Regional Directors Region 1 | Lisa Lukens (618) 942-2556 | salibainsurance@gmail.com Region 2 | Joseph Heneghan (618) 639-2244 | joe.heneghan@hwcrins.com

GRINNELL MUTUAL REINSURANCE COMPANY

INSURANCE PROGRAM MANAGERS GROUP

IIA OF IL LEGAL SERVICES HOTLINE

JM WILSON

Cover Tip 2 10

OMAHA NATIONAL SECURA WEST BEND MUTUAL INSURANCE CO.

IIA of Illinois Staff 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

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

Planning & Coordination | Cindy K. Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com Young Agents | Allyson Padilla (618) 393-2195 | allyson@blanksinsurance.com

Find us on Social Media

TRUST US WITH YOUR FUTURE At Grinnell Mutual, we grow long-term relationships with agents and their customers. Partner with us and you’ll build more than just a book of business. Together, we’ll build trust by taking care of your customers. Trust in Tomorrow.® Talk to us today. AUTO | HOME | FARM | BUSINESS

grinnellmutual.com “Trust in Tomorrow.” and “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2020.

ACORD Forms Agreement The Independent Insurance Agents & Brokers of America (Big ‘I’) and ACORD have launched a new Big ‘I’ member benefit. Starting January 1, 2020, Big ‘I’ members with annual P&C gross revenue of less than $50 million will receive a complimentary license to use ACORD forms. On Jan. 1, 2020, ACORD began to charge all users of ACORD forms an End User License (EUL) fee including agents, brokers, and carriers. Most agents used to access ACORD forms via their agency management systems or other ACORD-authorized third-party forms redistributors. The Big ‘I’ has negotiated an agreement with ACORD, wherein Big ‘I’ will cover the cost of the End User Licenses when accessing via a management system or redistributor, or provide an EUL discount when accessing directly through ACORD Advantage Plus Program. The result of this agreement is that your agency will not have to pay the End User License fee to ACORD, and agents will experience no change in your management system workflow or use of ACORD forms - with the exception of an initial, and then annual, validation to confirm Big ‘I’ membership. This will be executed via

Frequently Asked Questions What has changed with ACORD form and agent access?

ACORD implemented a new fee structure for End User Licenses (EUL) beginning January 1. Previously, the license fees were built into management system fees for both forms and end-user licenses.

How does this affect Big ‘I’ member agencies?

The Big ‘I’ has worked to ensure that our members will not incur EUL fees when accessing necessary ACORD forms. All Big ‘I’ members with less than $50 million in P&C revenue will receive a Forms End User License free of charge as part of their membership. (NOTE: The $50 million annual revenue threshold does not include nonP&C revenue such as from Benefits and other lines of business.)

How does this affect my current agency workflow?

Agents will be directed by their management system provider to navigate to the ACORD Forms License website (https://www.acord.org/FormsLicense). Agents will then need to register as a site visitor (if they are not already registered) and use a very short process to validate they are a covered Big ‘I’ agent. Once that is completed, the agency rep simply goes back into their management system workflow to begin accessing forms. NOTE: This initial validation workflow will need to be done once after January 1, and then annually.

Does everyone in my agency need to navigate to the ACORD Forms License site to obtain a license? ACORD confirms that qualifying agencies should obtain the license at the company level - this means one license for each agency entity, so only one person from each 6

insight

a clickthrough acceptance. The Big ‘I’ understands that there could be some issues regarding membership authentication that are being finalized by the agency management system companies and ACORD, and agents have seen some notices from their management system providers. The Big ‘I’ has spoken with ACORD CEO Bill Pieroni, as well as some of the larger AMS providers, and be assured that despite any authentication problems, Big ‘I’ members covered by our agreement will not have to pay the new ACORD license fee after January 1. Further, Big ‘I’ members will still have access to ACORD forms on their agency management systems, as they do now - no disruption in workflow. The Big ‘I’ is working to ensure that as the agency management companies work out the authentication process, members will not be affected negatively. Agents using a management system will be directed to access the ACORD Forms License website and follow a very short process to claim their complimentary license. They then return to the management system workflow, acknowledge that they have obtained the license, and return to accessing the needed ACORD forms. This process will be required annually.

agency company (i.e. with the same agency name) would need to sign in to the ACORD Forms License website and obtain a license for your agency name. For agencies named differently under one agency parent, each agency name will have to obtain a license.

What if I don’t use a management system, my management system doesn’t have the specific form I need, or I don’t use another authorized forms redistributor?

In these scenarios, agents will need to subscribe to one of two ACORD fee-bearing programs based on agency revenue. More information on both scenarioes can be accessed at acord.org/forms.

How will ACORD know that I am a qualifying Big I member agency?

The Big ‘I’ has worked with ACORD to identify all member agencies under $50 million in annual P&C revenue. This validation will be transparent to agency users. We will share the absolute minimum information possible.

What if ACORD does not recognize my agency as a qualifying Big ‘I’ member during the validation process?

The Big ‘I’ is working to ensure all qualifying members are listed as accurately as possible. If you encounter issues, first contact ACORD at (845) 620-1700. If ACORD determines the issue is related to our Big ‘I’ membership database, you can then email Logon@iiaba.net, describing the issue. For additional information, go to www.independentagent. com/ACT/Pages/efficient/Workflow/big-i-members-recieveacord-forms.aspx. january 2020

Free to do what's right for you.SM

Resources for Your Agency Logos

Members can utilize an entire library of logos in different sizes, colors and formats based on their individual needs.

Content to Share

Access to a substantial library of consumer oriented, shareable content helps position Trusted Choice independent agents as insurance thought leaders to prospective clients. Members can use all of this content in agency newsletters, blog posts and social media.

Training

Several training tools are available to help your agency grow and improve the customer experience. For example, the Power of 30 Seconds is a critical tool that coaches Trusted Choice members on improving phone skills for inbound sales calls to help you close more sales and create lasting bonds with new clients

Made For You

A host of resources can be customized for your agency at no charge. Trusted Choice marketing materials are designed with your agency in mind, and our in-house designer will customize these materials with your agency information and logo. - Advertising - Postcards/Mailers - Email Blasts - Video - Website and Social Media Reviews with actionable take-aways for continuous improvement

Money

Members can take advantage of our Marketing Reimbursement Program which offers your agency money back for a variety of co-branding options including the use of Trusted Choice branding in your marketing and advertising efforts, as well as investing in your digital presence.

Ideas

Leverage the creative ideas other Trusted Choice member agents are doing in their local marketplace, or share how your agency promotes your business to your local community. This user-submitted resource showcases all of the great marketing and promotional activities taking place with Trusted Choice members from around the country.

Get Referrals

Want to boost your inbound sales referrals? Need to grow your book of business this year? Claim your Advantage Profile at TrustedChoice.com,our consumer website that enjoys traffic from millions of consumers every year. TrustedChoice.com delivers thousands of referrals to Trusted Choice members each month through an online platform. DonĂ˘â&#x201A;Źâ&#x201E;˘t miss out on real-time referrals for your agency.

Help

Questions on how to make the most of your Trusted Choice membership? Need ideas on how to boost your social media presence or get involved with a cause-based marketing campaign? The Trusted Choice staff is ready to assist either by phone, email or live chat. Go to trustedchoice.com/agents for details.

january 2020

insight

Why Salespeople Don’t Make More Sales

By John Graham

Things don’t go well for some salespeople. Simply put, they say they want to sell, but their numbers tell a different story. What’s missing? What needs to change? The answer may rest in how they view their job. We can call it task tunnel vision. It’s common throughout business organizations, including sales, and here’s how to spot it: “That’s not what I’m hired to do. I want to sell. Just leave me alone and let someone else do all that other stuff.” Whether salespeople recognize it or not, they are like many others who are self-defining when it comes to their job. They erect an impenetrable mental wall that stops them from venturing outside their self-imposed prison. All they want to do is make sales. Ironically, their mindset has the opposite effect; they fail to get the order. The way to break free from task tunnel vision is to focus on what customers look for in a salesperson: CUSTOMERS EXPECT A SALESPERSON TO BE THEIR ADVOCATE The role of the salesperson is more necessary today than ever. It’s a fact. With everyone having incredibly instant access to information, it may seem counter-intuitive to suggest that salespeople are needed more than ever-except that it isn’t!

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There is nothing worse than making a purchase only to discover that it’s not what we wanted, even though the promise of the Internet is to make us better informed so consumers won’t make buying mistakes. The sheer volume of returns from online purchases alone, puts that idea to rest. Confusion and doubt make the salesperson’s role is more critical than ever. With the complexity and plethora of today’s products and services, what customers need (and deserve) are advocates, those whose job it is to help them sort things out so they can make decisions that are in their best interest. This isn’t to suggest that salespeople pretend they’re “consultants.” That’s not only fakery, it’s also what makes customers suspicious of salespeople and gives them a bad name. Some may think that the role of customer advocate is too much to ask of those who sell - and it may be for some salespeople. It isn’t, however, for those who believe trust is the basis for earning the order. It’s an opportunity to be more than a huckster, a true professional.

january 2020

CUSTOMERS EXPECT ANSWERS TO THEIR QUESTIONS Whatever else the Internet may have done, it’s made us more inquisitive. As one marketing director said, “People are always searching for answers. And whoever provides the best answers to the most questions at the end of the day will be the winner.” If this is true, then why are so many salespeople in such a rush to launch their sales spiel? Are they just in a hurry or are they afraid that customers will start asking questions? It’s time to drop the sales presentation and to turn it into a customer-focused FAQ session. It might start this way: “Here are some questions customers ask, along with my answers.” When you let customers know you value questions, it’s easy to shift into asking them for theirs. When this happens, sales presentations become interactive learning experiences that satisfy both the salesperson and the customer. CUSTOMERS EXPECT TO BE OFFERED CHOICES Researchers have long shown that too many choices lead to being overwhelmed. If you’ve gone to a paint store no one needs to tell you about “choice paralysis.” After about five minutes looking at paint chips, you want to get out of there.

So, ask yourself how many choices can you get your head around without getting overloaded. Some say about six or seven. But even with that number, the task is to narrow the field down further. This is when the salesperson job is to help their customer make an appropriate decision. The scenario might go something like this: • Let’s go through the options. What are the advantages and disadvantages of each one? • Would you eliminate any? OK, we have several left. Let’s discuss and make a choice. • Are you comfortable going with this choice? This is a quick way to narrow down the options to two or three so the customer can settle on the one that’s best for them. While making sales is the goal, how you get there may be the most important part of the journey. John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com or johnrgraham.com.

However, faced with too few options makes us want more before deciding. We may even feel we’re being forced into doing something we may come to regret. Yet, this is what happens when salespeople skew presentations so they lead straight to one conclusion. When this happens, customers don’t buy, they rebel.

Task Tunnel Vision It’s common throughout business organizations, including sales, and here’s how to spot it: “That’s not what I’m hired to do. I want to sell. Just leave me alone and let someone else do all that other stuff.”

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Pamper your customer’s business with a policy from West Bend. Your customer’s business is their pride and joy. 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®.

How to Become

GREAT AT SELLING By John Chapin

1. Do what the top salespeople do.

This is arguably the most obvious, most basic, and most important step to becoming a top salesperson. It’s simple: If you take the same actions as the top salespeople, you will eventually also be a top salesperson. If you do the same things as a mediocre salesperson, you will be a mediocre salesperson. Find the top salespeople in your company and pick their brains. In addition to top salespeople in your company, get advice from top salespeople in other industries.

2. Learn everything you possibly can about the subject of selling.

Read, listen to programs, watch videos, and study everything you can get your hands on that relates to selling. Whether you are new to sales, or you’ve been in sales for a while, there are always new ideas coming out on handling objections, cold calling, and all other aspects of selling. Be a sponge and absorb as much information as you can. Be open and curious and realize that no matter how much you know, there’s always more to learn.

3. Learn everything you can about your industry and your prospects.

Read industry publications, newsletters, magazines, and the like. Pay attention to on-line sources along with “local” sources such as newspapers, Chamber of Commerce letters, and other news in the geographic proximity of the companies you’re interested in. Look for breaking january 2020

news, new products, new laws, regulations, or changes in legislation, interesting articles, stories on people making an impact in the industry, and other pertinent information. Stay on top of the latest innovations and technology within your industry. Study the companies and individuals to whom you’re selling. Obtain annual reports, look in Who’s Who, and tap the Internet and company websites for information. Information is power. The more information you have on selling, on the industry you’re in, and on the people to whom you’re selling, the more confident and successful you’ll be.

4. Work on yourself.

To be a top salesperson, you must constantly improve personally as well as professionally. Make it a habit to think positive and stay motivated by using books and audio and video programs. Put as much positive information into your brain as you can and keep negatives out. Hang out with the right people, people who are getting better and moving forward. In order to stay motivated in the long term, you need to be growing and improving. You must be working toward something that is meaningful to you. Your highest values and ideals must be reflected in your daily life. Discover what you ultimately want to do with your life and what you have a passion for. How does your present job serve as a stepping stone to get to the place you ultimately want to be? continued... insight

5. Set goals.

Goals give you direction. Your goals can be as simple as doing 120 percent of quota and making the annual awards trip, or as complex as a list of daily, weekly, monthly, and annual goals in all the major areas of your life. Some people find a complete list of complex goals overwhelming. If this is the case, simply set one or two major goals at a time. Make sure your goals inspire and motivate you. Your goals must be clear, measurable, and believable. “More cold calls” isn’t measurable. “Ten percent more cold calls” is. Note: While it’s nice to have material goals, it is more important to have goals in which you become something. “Becoming” goals such as becoming more self-confident, creative, or knowledgeable in a certain field do much more for your happiness, self-confidence, and self-esteem. Yes, becoming more self-confident will give you even more selfconfidence. These qualities build upon themselves.

6. Look for new sales ideas and use them as soon as possible.

Find new ideas in books, audio programs, seminars and in other salespeople. Take sayings, closes, and other new information you like and make them your own. Practice them on other salespeople, family members, friends, and practice them on yourself. Most important, once you’ve mastered them privately, look for places to use these new ideas in real-world selling situations.

7. Review motivational and educational information often.

Actively listening to audio programs while taking notes is the optimal way to learn. However, this is not always possible, and when it’s not, passive listening in the car or elsewhere will also work well. To absorb the audio programs through passive listening, listen to them sixteen times. To retain them after the 16 times, listen to them once a month. With books and other written material, read them, take notes, highlight sections, flag pages, and then review your notes and highlighted sections sixteen times. With videos, watch them, take notes, and then review. Again, you also want to be looking for ways to apply the new information you’re learning. Continually look for new material on selling and motivation, while also reviewing resources you’ve already studied. As you need help in particular areas, you can return to several resources and get different ideas.

8. Work hard and smart.

Obviously if you’re given a choice, it’s much better to work smarter than harder. At the same time, when you are just starting out and don’t know anything about the business, you simply must work hard until you figure things out. But even in the beginning, there are some basic rules you can follow that will ensure you get the most out of your hard work and understand things as quickly as possible. They are: one: do what the top people do, as discussed, two: make more calls than everyone else, three: be persistent, and four: use your time effectively. John Chapin is a motivational sales speaker and trainer with over 26 years of sales experience. He is the author of the 2010 sales book of the year: Sales Encyclopedia. He can be reached at johnchapin@completeselling.com.

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Learning Trends and Predictions for 2020 In this monthâ&#x20AC;&#x2122;s e-Insight. january 2020

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IF YOUR AGENCY COULD TALK, WHAT WOULD IT SAY?

How To Become Your Best Version Possible By Roger Sitkins

One of the best questions I ever heard came from Andy Stanley, the founder and pastor of North Point Ministries in Atlanta: “What will your story be when it’s time for your story to be told?” Whenever I’ve asked this question at our senior leadership programs or producer programs, it tends to spur considerable thought. I can see that people are asking themselves, “When the time comes, what is my story going to be?” I think this question applies to you regardless of your role in the agency, whether you’re a leader, a producer, or any other team member. Although we may not be aware of it, we all are creating stories that someday will be told. Perhaps a better word is “legacy.” What legacy are you going to leave? As I’ve said before, eventually everybody leaves their business. Granted, most of my readers will be in this business for another 10, 15, or 20 years, if not longer. Why? Because it’s a great business that’s creating opportunities and freedoms that most can only dream of. To seize these opportunities and freedoms, however, you must act! As I’m sure you’ve heard me say in the past, “If you’re going to put the time in anyway, you might as well be great at it.” So here’s another question: If your agency could talk, what would it say? What would it say today, and what would you like it to say five years from now? Before you answer that, let me share with you the story of a Best Version Possible (BVP) Agency as it unfolds in my perfect world. It starts with asking “What’s it all about in your agency today?”

The 3 Cs This is how the BVP Agency responds: Here at the BVP Agency, we embrace several key themes, the first of which is The 3 Cs: Clarity, Consistency, and Commitment. Clarity means having a clear view of our vision. It’s what we want and why we want it, based on our understanding of the vision’s purpose and value. In terms of Key Performance Indicators, our agency and all of our team know exactly where we are today, where we want to go over the next three years, and exactly how we are going to get there. We know the resources and tools we need. We know the personal development plans for each team member. And we know our agreed-upon behaviors and strategies. We’re all on the same page concerning our business plan. In case you’re wondering how it’s possible for everyone to be on the same page, it’s because our business plan is on one page. Unlike most agencies, we have a single-page summary of our Strategic Business Plan that everyone can rally around.

Further, we believe that direction and destination must match up. Because we have absolute clarity on our desired destination, we have to keep checking to make sure our current direction matches that desired destination. Just like an airplane or a ship at sea, if we get off track just a little bit and “stay the course” without recalibrating, we’ll miss our target by a lot. Consistency is all about our team members never deviating from our “agency’s way of doing business,” which is quite specific. We have documented processes and procedures that explain with absolute clarity (there’s that word again!) how things are done in our agency. We know our new business processes in all departments. We know our continuation processes in all departments. (As you know, we don’t renew accounts, we continue relationships.) We know how claims will be handled. We know how all dayto-day transactions will be handled. We know how our technology and automation systems apply to our jobs and how to maximize them. In all areas, we have identified best practices, which are mutually agreed upon and followed. There is absolute buy-in from all team members. We accomplish this by asking team members for their input before making any improvements (which is an ongoing process). We know that if they’re part of the design, they’ll buy in more quickly and enthusiastically. Commitment holds it all together and starts at the top with our leaders, who are committed to our plans. They’re also committed to continual and never-ending improvement because in our agency, good is never good enough. Our leaders are committed to “over-communication,” which, by the way, can never happen. Most agencies undercommunicate, but have you ever seen an agency that communicates too much? (You haven’t, because it doesn’t exist!) Our leaders and our team are committed to our Clients, Colleagues, Carriers, and Communities.

The 4 Cs We want our Clients to have the absolute best experience that creates raving fans who buy all of their insurance and risk management needs from our agency. These clients would never think of leaving us, and they love sending us referrals and introductions. Next, our leaders are committed to all of our Colleagues, our team members. They want to attract and retain the very best. They provide personal development opportunities for everyone. They truly do provide a “Best Places to Work” atmosphere. It feels like family, because it is! Further, we’re committed to seeking out the best assortment of Carriers to represent. We want deep partnerships, which is why we don’t represent every carrier out there. We know the 80/20 Rule applies to our carriers, and we believe that less is more. We also are committed to crevice marketing, so we represent carriers that let us specialize, thereby enabling us to go “narrow and deep” in our marketing. continued...

You may not be ready for the unexpected, but Circles is.

IIA of IL Concierge Service • Your Personal Assistant • The IIA of IL has added Concierge Services to our catalog of products and services. Enhance your quality of life with a personal assistant. Your highly trained personal assistant will allow you to focus on your business and personal needs. Easily schedule your personal tasks with your concierge by phone, email or web portal, 24-hours a day, 7-days a week, 365-days a year. For pennies on the dollar, the IIA of IL Concierge Service allows you to regain more of your precious time on what is most important to you. Your Concierge Service is a plus one service, allowing your significant other to enjoy the benefits of a personal assistant. On average, Circles saves users two and a half hours per request allowing you more time to focus on the things that matter most to you.

CIRCLES CONCIERGE IS READY TO ASSIST YOU Whether it’s a DIY project that has gone awry, storm damage from a weather event, or a fender bender involving your car, the team at Circles is available to assist with all your repair, replacement, and • • • • • • • • • • • •

Locating electricians, plumbers, contractors/repair services Debris and tree removal companies Car rentals Hotel and short term lodging options Pet boarding Disaster recovery services Home cleaning companies Locating crisis support programs in your area Public transit and commuting details Product reviews and research Volunteer opportunities And anything else you may need!

www.iiaofil.org/Circles

Our final commitment is to our Communities. They are critically important to us! We live here and work here. We realize how blessed we are, and we want to give back. Although we don’t assist/contribute to 100% of the projects out there, we have a Community Service Committee that helps us identify and select opportunities to support and the ways that we can give back. We’re proud to say that more than 75% of our team members have contributed, whether through time or money, to the community projects we’ve chosen. Our agency’s overall theme is truly to be our Best Version Possible. It’s a constant work in progress. We’ve simply never allowed “good” to be good enough. And while we’re respectful of our competitors, we believe we’ve become the “category of one” in our marketplace, emerging as the agency that has transcended commoditization and that defies comparison. We simply don’t want commodity-based clients. If price is the only reason someone comes to us, it will also be the reason they leave us. We’ve raised the bar on everything we do. We’re risk advisors who provide solutions well beyond the simple placement and purchase of insurance products.

We are the feared competition, the point of comparison against which all other agencies are measured. If your agency could talk, how would it compare to the BVP agency described above, and how do you want it to compare five years from now? Your BVP is out there waiting for you to arrive. Are you ready for the journey? Roger Sitkins, CEO of Sitkins Group, Inc., developed The Sitkins Network and The Better Way Agency program. Insurance professionals with diverse levels of experience have benefited tremendously from his training and leadership. Sitkins was inducted into the Michigan Insurance Hall of Fame in 2017 and in that same year also received the Dr. Henry C. Martin Award from “Rough Notes” magazine. He is known throughout the industry as the nation’s top insurance agency results coach. For more information about Roger Sitkins and Sitkins Group, Inc., visit www.sitkins.com.

Although we may not be aware of it, we all are creating stories that someday will be told. Perhaps a better word is “legacy.”

What legacy are you going to leave?

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Is Your

Employee H If your employee handbook has been sitting on a shelf gathering dust, there is no better time than the present to review your policies (and accompanying practices) to ensure you are in compliance. The handbook is a critical tool in properly onboarding new employees and keeping current employees informed of both their rights as an employee and all company policies to ensure expectations are clear. Handbooks also promote consistent application of employment policies to protect you as an employer. With a number of changes to Illinois law impacting employers in recent years, the following provisions may need a fresh look: Equal Employment Opportunity. The EEO statement affirms that the business is committed to providing equal employment opportunities to all individuals, regardless of their protected status under state, federal, and local laws. The Illinois Human Rights Act now applies to employers of all sizes (previously, the Act only applied to those with 15 or more employees) and prohibits discrimination on actual or perceived protected characteristics. Amendments to the Illinois Human Rights Act also prohibit the use of certain arrest records such as those not leading to a conviction, juvenile records or criminal record information ordered expunged, sealed, or impounded to be used as the basis for employment decisions. Anti-Harassment and Discrimination. This policy defines sexual and unlawful harassment, which includes harassment based on perceived characteristics, and expressly states that any form of harassment and discrimination will not be tolerated. Amendments to the Illinois Human Rights Act have clarified that “working environment” is not limited to a physical location of the business. Changes also make the employer liable for employee harassment of contractors or consultants who are providing services for the business. A complaint procedure must be established with consideration given to alternative reporting procedures in the event the person who is to receive complaints is the subject of a complaint. By-standers should be encouraged to report when harassment or discrimination is witnessed. Spell out the procedures for investigation and remedies against unlawful harassment and include an anti-retaliation provision. As of January 1, 2020, employers are prohibited from utilizing any form of agreement, clause or waiver to prevent employees from reporting alleged unlawful conduct or to waive, arbitrate, or otherwise diminish any 18

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existing or future claim, right, or benefit related to an unlawful employment practice to which the employee or prospective employee would otherwise be entitled. While not typically included in handbooks, components of the Workplace Transparency Act also affect confidentiality and separation agreements or release of claims documents. If your business uses these documents, please consult with counsel to determine if your forms or templates are compliant. Finally, in 2020 all employers will be required to provide anti-harassment training that meets minimum standards that are set by the Workplace Transparency Act. This means that any mention of required training in handbooks or new employee materials should be updated to include anti-harassment training. A model program is being developed by the IL Department of Human Rights and will be available to employers at no cost in 2020. Reasonable Accommodation. In addition to reasonable accommodation under the ADA and ADAA (for employers with 15 or more employees) which allows for reasonable requests for accommodation for any disability as defined by the law, Illinois employers of any size must comply with the pregnancy accommodation requirements in the Illinois Human Rights Act. Employers are required to provide reasonable accommodations for employees who are pregnant, recovering from childbirth or experiencing a medical condition related to pregnancy or childbirth unless it would impose an undue hardship on the business. This includes providing unpaid time off to recover from childbirth. Employers may request medical documentation to substantiate a request. Additionally, a 2018 amendment to the Nursing Mothers in the Workplace Act requires employers to provide reasonable breaktime each time an employee needs to express milk. This time may coincide with other breaktimes, and employers may not reduce an employee’s compensation for time used to express milk. Employment Classification and Fair Labor Standards. If your employee handbook contains a list of positions exempt from overtime or lists the salary threshold at which administrative, professional or management positions may be classified as exempt, ensure that the thresholds have been updated to $684 per week or $35,568 per year. For additional guidance from the Big “I” on the January 1, 2020 salary threshold increase, visit: www.independentagent. com/StateUpdate/SiteAssets/Lists/Posts/AllPosts/19Gov_ DOLovertime_FINAL.pdf. (You will need your Big “I” login to access this resource.) january 2020

Handbook

Ready for 2020?

Drug & Alcohol Policy. To ensure expectations are clear regarding your workplace policy on drugs and alcohol, your handbook may need modifications to reflect the January 1, 2020 legalization of recreational cannabis. To maintain a drug-free workplace policy, explicitly state that the use of or impairment from cannabis in any form is prohibited at the workplace, while on duty, and on call. Supervisors should be trained to spot and document the signs of impairment that support the good faith belief that the employee was under the influence while on the job as current cannabis testing methods may not provide conclusive evidence as to the time of consumption. The drug-free workplace policy should explain the process by which employees who are disciplined due to suspected impairment from cannabis at work may exercise their right to contest the determination. Leave Policies. While vacation, personal time and sick leave are not required by law, any applicable leave policies and procedures, accrual rates, and whether or not leave may roll over to the following year would be included in the leave section. The following leave protections are required by either state or federal law and have been established or modified in recent years: Sick Leave is not required by law in Illinois (except for businesses located in Cook County); However, employers that do offer sick leave must allow employees to use a portion of available leave time to care for sick family members under the 2017 Employee Sick Leave Act. Victims’ Economic Security and Safety Act (VESSA) allows Illinois employees who are victims of domestic, sexual, or gender violence or who have family or household members who are victims of such violence to take unpaid leave per any twelve (12) month period to seek medical help, legal assistance, counseling, safety planning, and other assistance. The Act prohibits employers from discriminating against employees who are victims of domestic, sexual, or gender violence or who have family or household members who are victims. Length of leave requirements varies by employer size: 1-14 employees = 4 weeks leave; 15-49 employees = 8 weeks leave; 50+ employees = up to 12 weeks leave.

By Jennifer Jacobs

Employers may not require employees to use accumulated sick or vacation pay before being eligible for organ donor leave and may not retaliate against donors seeking leave. Military Leave for members of the Armed Services and federally recognized auxiliary of the Armed Services are entitled to leave for active service. Employees who are absent from work for the purpose of medical or dental treatment from a condition sustained or aggravated during a period of active service are also entitled to protections under recent amendments to the Illinois Service Members Employment and Reemployment Rights Act. School Visitation Rights does not require leave, per say, but prohibits employers from terminating employees for an absence due solely to the employees’ attendance of a school conference, behavioral meeting or academic meeting. Expense Reimbursement. A 2019 amendment to the Wage Payment and Collection Act establishes that all “necessary expenditures or losses incurred within the employee’s scope of employment and directly related to the services performed for the employer” are to be reimbursed provided employee follow the reimbursement requirements listed in the company’s written policy. The employer’s policy may set forth requirements for documentation and justification of the expense. The examples listed above are intended to be used as reference or guidance for employers in reviewing the company’s own policies. Employment laws in Illinois and elsewhere are frequently changing, so once you have reviewed your policies, it is advisable to have policy updates and employee handbooks reviewed by counsel. IIA of IL members have access to resources such as Legal Services through HeplerBroom, LLC and a suite of HR Services, including employee handbook development, through Affinity HR. Visit www.iiaofil.org/Products-Services for details. Jennifer Jacobs, SHRM-CP, is the Director of Human Resources for the IIA of IL. She can be reached at jjacobs@iiaofil.org or (217) 321-3013.

Organ Donor Leave Act, effective January 1, 2020, allows employees to take leaves of up to 30 days in a 12-month period for bone marrow or organ donation, up to one hour for blood donation, and up to two hours for platelet donations. Employees must request the leave in advance.

january 2020

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INSIGHT | associate news Thank you to our Associate Members.

Diamond Level Members

Platinum Level Progressive

Gold Level AAA Insurance Arlington/Roe Blue Cross/Blue Shield of IL Surplus Line Association of Illinois

Silver Level Grinnell Mutual Reinsurance Company Imperial PFS IMT Insurance A. J. Wayne & Associates AFCO Credit Corporation AMERISAFE AmWINS Brokerage of the Midwest, LLC Aon Programs Auto-Owners Insurance Co. Berkshire Hathaway Guard Insurance Companies Burns & Wilcox, Ltd. Chicagoland Carstar Columbia Insurance Group Continental Western 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 Insurance Fund Illinois Public Risk Fund Indiana Farmers Insurance Insurance Program Managers Group J C Restoration J M Wilson Kemper Keystone Insurance Group, Inc. KPA, LLC dba Succeed/KPA 20

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Nationwide West Bend Mutual Insurance Co.

Bronze Level Larry Gordon Agency Liberty Mutual/Safeco Insurance Madison Mutual Insurance Company MarshBerry Maximum Independent Brokerage, LLC Mercury Insurance Group MetLife Auto & Home Midwest Insurance Company miEdge NatGen Premier NHRMA Mutual Workersâ&#x20AC;&#x2122; Compensation PEOPLE Previsor Insurance ProAg Management Inc PuroClean RT Specialty - Naperville Selective Insurance Company of America 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 january 2020

iia of il news | INSIGHT

Education Classes january

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Pre-Licensing Course Property & Casualty Mt. Vernon Pre-Licensing Course Life & Health Mt. Vernon Pre-Licensing Course Life & Health Peoria E&O: Commercial Liability Coverage Gaps Webinar E&O: Roadmap to Homeowners Insurance Webinar Ethics-Walking a Straight Line Webinar Pre-Licensing Course Property & Casualty Springfield Pre-Licensing Course Property & Casualty St. Charles Ethics & E&O: Synergy Not Rivalry Webinar CIC-Agency Management Rolling Meadows IIA-E&O: Roadmap to Policy Analysis Webinar FAC Mid-Winter Meeting Springfield

february

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Pre-Licensing-Property & Casualty Peoria Pre-Licensing Course Life & Health Peoria Pre-Licensing Course Life & Health Rolling Meadows E&O: Roadmap to Personal Auto & Umbrella Webinar E&O: Commercial Property Coverage Gaps Webinar CISR-Commercial Casualty 1 Rolling Meadows Pre-Licensing-Property & Casualty Springfield CIC-Commercial Multiline Rolling Meadows Ethical Dilemmas Webinar Pre-Licensing Course Life & Health Springfield

Online Education www.iiaofil.org January & February Featured Online Classes Personal Auto Hot Topics | Ethics | Ethics & E&O Aging Parents & Insurance Decisions | Personal Auto Policy E&O: Roadmap to Homeowners | Workers Comp Additional Insureds and Certificates of Insurance Contractual Liability | Business Auto | And More!

january 2020

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Farm Agents Council a division of the Independent Insurance Agents of Illinois

90th Annual Mid-Winter Meeting January 30-31

Crowne Plaza, Springfield

• Legislative Update •

• Building a Revenue Net for Producers •

• Farm Property - The ‘Family Farm’ Market • • Tradeshow • • Networking • Go to

ILFarmAgents.com for details.

conference

April 22-23

DoubleTree by Hilton Oak Brook Education Sessions will be released soon.

ILYoungAgents.com

Board of Directors Profiles

Bennie Jones Secretary/Treasurer

Risk Management Solutions of America, Inc., Chicago, IL President Number of Years with Agency: 30 Year You Started in Insurance: 1980 Education: Bachelors in Business Administration and Finance Current or Past Civic, Political, or Community Service Activities: - Family Focus Board Member - 29 years (served as president and currently vice president) - Sunday School Teacher - 21 years - Chessmen of the Northshore - Former Deacon and Trustee Board President and Member What do you feel are major challenges facing our Association today? Growth and finding ways to stay relevant to the members. I also feel we will need to find or develop diverse(race, gender and age) leadership from a board and staff level. What suggestions do you have to respond to these challenges? I believe we are on the right track with the development of products and the expansion of thought on locating leaders.

What do you see at the greatest benefit to IIA of IL membership? The current offerings of services and the willingness of members to help when needed. I don’t discount the political advocacy as still a major benefit and would have put it first but you don’t need to be a member to receive that benefit. What advice do you have to share with someone considering a volunteer position with the IIA of IL? It is a great opportunity to expand your knowledge of the entire industry and how things work together. I also believe you will get more out of the experience than you could ever put in.

Christopher Leming Region 3 Director

Troxell, Springfield, IL Senior Vice President Number of Years with Agency: 20 Year You Started in Insurance: 1997 Current or Past Civic, Political, or Community Service Activities: - SPARC, Board member, 2013-Present - Springfield Sports Hall of Fame, President, 2003-Present - Springfield Public Schools Foundation, Board Member, 2008-2016 - American Business Club, Member, 2000-Present - Knights of Columbus, Member, 2010-Present - Vision for Hope, Ambassador, 2015-Present What do you feel are major challenges facing our Association today? Emergence of online direct writers that have “pick your own” pricing/coverage. This does not necessarily do the insureds justice and leads to a poor industry reputation. january 2020

What suggestions do you have to respond to these challenges? Continue to educate insureds that protecting their assets doesn’t always come cheap. It is important to have the right coverage so that when you need it, you have it. What do you see as the greatest benefit to IIA of IL membership? Legislative and regulatory advocacy, education, and community. insight

INSIGHT | industry news West Bend Mutual Insurance Honored with National Workplace Award for Tenth Straight Year

For the tenth year in a row and for the seventh overall in the insurers/providers category, Business Insurance magazine and the Best Companies Group have named West Bend Mutual Insurance Company one of the nationâ&#x20AC;&#x2122;s top places to work in the large property/casualty insurer category. West Bend, one of 100 companies nationally recognized in the 2019 Best Places to Work in Insurance program, ranked fourth in the large company category. The national awards program is designed to identify, recognize, and honor the best places of employment in the commercial insurance industry, benefiting the industryâ&#x20AC;&#x2122;s economy, its workforce, and businesses. Companies participating in the program include property/casualty insurers, group life/health insurers, reinsurers, third-party administrators, and agents/brokers.

West Bend offers their associates many amenities, including continuing education courses held in a state-of-the-art training facility; an on-site bank and medical clinic; a 7,100-square-foot fitness center; a variety of fitness classes; three miles of walking trails; on-site massage therapist; and wellness programs that include health risk assessments.

JM Wilson Celebrates 100th Anniversary

2020 will mark the 100 Year Anniversary for J.M. Wilson and the company plans to celebrate throughout the year. JM Wilson Corporation was established in 1920, shortly after founder James M Wilson Sr, returned home from WWI, as a decorated war hero. The firm began as a wholesale bond writer, before becoming a Managing General Agency in 1948, and expanding their portfolio to Excess and Surplus Lines in 1966. With expansion into new markets, the size of the company grew as well. Over the past 30 years, JM Wilson has opened branch offices in 7 states across the country with the ability to underwrite in 40 states. As the firm begins its centennial celebration, there are no signs of slowing down. The past year for JM Wilson has been another year of growth, innovation, and prestige. JM Wilson was recognized as a Top Insurance Workplace, as well as a 5 Star MGA, by Insurance Business America. More recently, the creation of a marine department will bring more opportunity to serve independent agents. JM Wilson is excited for 2020 and the future as the corporation continues to grow under the leadership of president, David P. Wilson, grandson of the founder, James M. Wilson.

EVERY RISK IS AN OPPORTUNITY COMMERCIAL TRANSPORTATION | BROKERAGE | MARINE PROPERTY & CASUALTY | SURETY | PERSONAL LINES

(800) 666-5692 | JMWILSON.COM 100th Insurance Insight.indd 24 JM Wilson insight

12/5/19 10:44 AM

january 2020

people in the news | INSIGHT President and CEO of EMC Insurance Companies Set to Retire

Bruce Kelley has informed the Employers Mutual Casualty Company (EMC) Board of Directors that he is retiring from EMC Insurance Companies in March 2020. In anticipation that Kelley may be retiring at some point in the future, the board has been working over the last several years on a succession plan to assure a smooth transition for the leadership of EMC when the time came. As part of that transition process now that Kelley has announced a retirement date, Kelley will resign as President and Treasurer of EMC Insurance Companies on Jan. 3, 2020. As of that date, Scott Jean will be named President and Treasurer of EMC reporting directly to the EMCC Board of Directors. On March 11, 2020 Kelley will retire as Chief Executive Officer, and Jean will become President, Treasurer and CEO for EMC Insurance Companies. The Board of Directors conducted a thorough succession planning process to select Kelley’s replacement and is fortunate to find an excellent candidate in Jean to assume leadership of the organization. Jean is an outstanding leader with wide experience across the insurance industry, both in finance and strategy. The Board is confident he is the right person to lead EMC into the future.

Member Agencies Named Insurance Journal’s 2019 Best Agency to Work For - Midwest

The Bulow Group (TBG) in Tinley Park, has a motto: “When other agencies are all going in the same direction, we choose to go in a different direction.” To Mike Bulow, who with his brother, Tom Bulow, owns TBG, the saying represents one of the guiding principles by which the agency operates. That is, “we block out distractions and what other agencies are doing. We stick to our game plan and growth plan,” he said. The agency’s 13 employees clearly appreciate the game plan and the direction in which they’re headed. They nominated and through their responses to Insurance Journal’s “Best Agencies” survey, elevated The Bulow Group to IJ’s Gold 2019 Best Agency to Work For Midwest. DSP Insurance Services, Inc. in Schaumburg has been named IJ’s Bronze 2019 Best Agency to Work For – Midwest. Congratulations to both agencies on this terrific accomplishment!

AmGUARD • EastGUARD • NorGUARD • WestGUARD

Thank YOU!

HAPPY NEW YEAR to our agents, policyholders, employees, and friends who made this past year a successful one for Berkshire Hathaway GUARD. We look forward to working with you again in 2020! APPLY TO BE AN AGENT AT:

WWW.GUARD.COM/APPLY/

january 2020

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INSIGHT | classifieds for the insurance professional by the insurance professional

AGENCY FOR SALE.

27. Long-time Metro East agency for sale. 1.8MM premium, 70% commercial. Great opportunity for young agent who wants to be his/her own boss. Owner to stay on to assist in transition. Serious inquiries only.

Tami Hubbell thubbell@iiaofil.org Reference #AFS27

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

Dan Browne or Cathy Hall Forest Agency (708) 383-9000 www.forestagency.com/contact-us/mergersacquisitions/

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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.

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

january 2020

WE BELIEVE THAT ORGANIZATIONS THRIVE WHEN THEY HAVE

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