Insight September 2017 by Big I Illinois

SEPTEMBER 2017

INSIGHT

BECKY • Holds a degree in education and loves to learn • Walked in your shoes at a large insurance agency • More than a decade of insurance experience

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Editor & Advertising - Deann French | Graphic Design - Rachel Romines

the journal of trusted choice independent insurance agents of illinois

September 2017

CONTENTS 11

My Visit to St. Jude Children’s Research Hospital By Rick Sutton Clients for Life - From First Sale to Long-Term Relationship By John Chapin

In This Issue

7 32 33 38

One Summer - Chicago Internship Program

31 35 36 37

St. Jude Golf Outing

Associate News IIA of Illinois News Classifieds

INSIGHT

19 e-Insight

Regular Features President’s Message

Don’t Fall Into the Proposal Trap By Curtis Pearsall How to Avoid a Toxic Workplace By Sam Boyer

9 Trusted Choice

Staff Profile Education People in the News

Insight is the official publication of the Independent Insurance Agents of Illinois (IIA of Illinois). The magazine is published monthly for the members of the IIA of Illinois, with the office located at 4360 Wabash Avenue, Springfield, Illinois 62711-7009; Consumer Website: www.ChooseIndependent.com. The IIA of Illinois 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 2009 • 2010 • 2011 • 2012 review to dfrench@iiaofil.org. 2013 • 2014 • 2015 • 2016 •2017 info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744 The Independent Insurance Agents of Illinois (IIA of IL) has been providing members with a sustainable competitive advantage since 1899.

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Board of Directors

Executive Committee

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APPLIED UNDERWRITERS

Secretary/Treasurer | Bennie Jones (312) 960-6200 | bjones@rmsoa.com

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IIABA State National Director Gregory A. Sandrock, CIC, AFIS (815) 438-3923 | sanins@essex1.com

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IIA of Illinois Staff Education Director, CRM Manager Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org Communications Assistant Kirsten Davis - (217) 321-3023 - kdavis@iiaofil.org Vice President of Communications Deann French - (217) 321-3022 - dfrench@iiaofil.org Products & Services Administrator Melissa Hilgendorf, CIC, CISR - (217) 321-3012 - mhilgendorf.indep12@insuremail.net Education Coordinator & Tradeshow Admin Tami Hubbell - (217) 321-3016 - thubbell@iiaofil.org Director of Human Resources/Board Admin Jennifer Jacobs - (217) 321-3013 - jjacobs@iiaofil.org Sr. Vice President/Chief Financial Officer Mark Kuchar - (217) 321-3015 - mkuchar@iiaofil.org Chief Executive Officer Phil Lackman - (217) 321-3005 - plackman@iiaofil.org

Central/Southern Marketing Representative Lori Mahorney - (217) 415-7550 - lmahorney@iiaofil.org Vice President, Agents Insurance Services Brian McSherry, CIC - (217) 321-3018 - bmcsherry@iiaofil.org Digital Communications/Web Administrator Rachel Romines - (217) 321-3024 - rromines@iiaofil.org Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.org Accounting Services Administrator Debbie Trudeau - (217) 321-3006 - dtrudeau@iiaofil.org Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net Sr. Products & Services Administrator Carol Wilson, CPIA - (217) 321-3011 - cwilson.indep12@insuremail.net

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PRESIDENT'S MESSAGE

Rick Sutton - IIA of Illinois President - (309) 692-8544 - ricks@was-irp.com

Thank You, Thank You This year has been an absolutely GREAT experience. As a kid growing up in Creve Coeur, I could not have imagined that I would have the opportunity to be President of a state association with over 1,200 member agencies. Being able to travel from one end of the state to the other meeting such wonderful people is amazing. We have such a diverse membership and that is what makes us a great Association. Those of you that have been involved with the IIA of IL either as a board member or an executive committee member know that this is truly a team effort. Thanks to the Board of Directors for their hard work and continuing to set the path for the success of your Association. Thanks also to the Executive Committee for their help and guidance this past year. Under the leadership of Phil Lackman your staff did a fantastic job of implementing the goals set out by the Board of Directors. We all have worked hard this past year to maintain and sustain a competitive advantage for the independent agent. I must admit there has been some difficult times this past year. I was disappointed we could not get the Advisory Committee approved. This would have been a positive move that could have benefited consumers, companies and agents. Unfortunately, timing was just not right to get passed. Hopefully this can be considered in the future. Realizing we are in an era of mergers and acquisitions and declining revenue is another area we must deal with. I can assure all members the leadership has addressed these issues and the Association will continue to move forward and provide value to all members. The highs far outweighed the difficult times. The staff

helped make the Convention a time Sandie and I will never forget. It was a great experience attending the legislative events held throughout the state including both the State Legislative Day and Federal Legislative Day. You soon realize our voice does matter. I was also proud to represent the IIA of IL as I traveled to events throughout the 10 Regions. Thanks to the Regional Directors for planning the events. Once again, the Young Agents stepped up under the direction of Allyson Padilla and Staff Liaison Rachel Romines. The EDGE Conference was a big success with great speakers and record attendance. One of my proudest times this year was the Statewide Day of Giving hosted by the Young Agents. Twenty-two events/fundraisers were held throughout the state. Over 16 charities benefitted from this event. Young Agents are also hosted the Company Appreciation Event at Arlington Race Track again this year. I am very proud the way our membership steps up to contribute to charities throughout the state. We continue to be the leader in our communities when it comes to helping other in their time of need. In addition to Make-a-Wish, St. Jude has seen the benefit of our benevolence. I have had the privilege to see first-hand how our money is used to benefit others. Please take time to read my article (pg. 11) in this magazine recounting the experience Ryan Hite and I had touring the St. Jude Children’s Hospital in Memphis. I want to thank all members for allowing me the opportunity to serve as your President this past year. Incoming President, Ryan Hite, will do a great job next year. I look forward to continuing as Chairman of the Board in the coming year. Thanks to David Miller for allowing me the time to serve as President. Thanks to the staff at Interstate Risk Placement, Inc. for covering my desk when I was away on Association business. Finally, a very special thanks to my wife Sandie. She was always there to listen to my ideas and when I needed to vent. Her suggestions were always a big help. “Either write something worth reading or do something worth writing.” – Benjamin Franklin. (Hopefully I have done both)

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Make Wishes Come True Trusted Choice is once again sponsoring Walk for Wishes a family fun walk/run to raise money for Make-A-Wish Illinois. Help grant the wish for a child with a life threatening illness by joining the Trusted Choice Team at one of two Walk-for Wishes events this fall. Due to our sponsorship we have a number of free registrations for both events; Sept. 16 in Champaign and Oct. 1 in Elk Grove Village Walk & Run for Wishes is a costumed family fun run and walk to benefit Make-A-WishÂŽ Illinois. Enjoy a leisurely family walk or a 5K run. COSTUMES ENCOURAGED! Participants are invited to celebrate the spirit of a wish by dressing up as their favorite hero or character. If you ever dreamed of being a wizard, leaping buildings in a single bound, or wearing glass slippers and dancing the night away at a ball, this is the day to live out your dreams. Prizes will be awarded for top fundraisers, best youth and adult costume participants and race winners.

Join us for a 5K run or family fun walk. Meet wish families and volunteers to celebrate the magic that is Make-A-Wish!

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www.iiaofil.org/About-Us/IIA-of-IL-Gives-Back or online at www.ebrm.com september 2017

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St. Jude Children’s Research Hospital By Rick Sutton

This all started at an IIA of IL Board Meeting in 2016. Gordon Walker, from Pekin Insurance, and John Heller, retired VP of Caterpillar, spoke to the members of the Board and asked them to consider getting involved with St. Jude Children’s Research Hospital. Their emotional presentation left none of us with any doubt that we should be involved as an Association. Many board members were already involved in some way in their own communities and the decision was made that St. Jude would be one of the IIA of IL’s endorsed philanthropies. Since that time the IIA of IL has raised over $50,000 to benefit the St. Jude Children’s Hospital. This past spring members of the Board of Directors were invited to Memphis in connection with the Peoria Memphis to Run to tour the St. Jude Children’s Hospital. Ryan Hite and I had the privilege of taking the trip. I am pretty sure I can also speak for Ryan in that this was a very emotional and rewarding experience. For those of you that do not know the history of St. Jude I will give you a few of the details. Danny Thomas first began discussing with friends the idea of a Children’s Hospital in the early 1950’s. In 1957, 100 representatives of the Arab-American community met in Chicago to form ALSAC® with the sole purpose of raising funds to support the St. Jude Children’s Research Hospital to be located in Memphis Tennessee. Today seventy-five percent of the operating budget is covered by public donations. There are over 1 million volunteers nationwide. Currently St Jude has a daily operating cost of $2.4 million. In 1962, when the hospital opened the survival rate of childhood cancer was 20%. Today the survival rate of childhood cancer is 80%. There are an estimated 420,000 childhood cancer survivors in the United States alone, with many more worldwide.

september 2017

FAMILIES NEVER RECEIVE A BILL FROM ST.JUDE FOR TREATMENT, TRAVEL, HOUSING OR FOOD. As I mentioned this was a very emotional trip. The ABC Wall of Cancer is a wall where patients are given an alphabet letter and are asked to write words to define their experiences with cancer. You may not be able to read the letters on the attached wall but I can tell you there were not many dry eyes when we passed by it. We were shown the different areas of the Hospital, from the research lab to the treatment area to the food court. Side note: St. Jude has a garden that produces approximately 1,875 pounds of produce per year that is used by the facility chefs. Patient families use this garden as a diversion while receiving treatment. The highlight of the event occured the second morning when we heard ALSAC CEO Rick Shadyac and past patients speak. This was followed by the runners send off as they headed back to Peoria. This year the runs to Peoria raised over $5 million dollars. That seems like a lot of money, until you realize that is the operating budget for two days. If you ever have the chance to tour the Hospital please do not miss it. It is well worth the time. I sincerely hope the IIA will continue to support the St. Jude Children’s Hospital. Rick Sutton, IIA of IL President, can be reached at ricks@interstaterisk.com, (309) 692-8544.

insight

CLIENTS FOR LIFE From First Sale to

Long-Term Relationship By John Chapin I’ve had a lot of people ask me about client retention because it’s something I’ve been very successful at over the years. On that note, here’s how I did it from the initial sale all the way through the entire long-term relationship. Steps to take with the initial sale: Step 1: Verbally thank the client for his business when you close the sale. Step 2: Review expectations and what will happen next. Whatever your particular steps are, go over these steps with the client and let him know how and when he will be kept up to date.

* - Note: Depending upon the size and significance of an order, it may be appropriate to thank a client with more than a thank-you note. You may also do this for more than just the initial order. Here are some various ways to do that: • Small gifts: golf balls, nice pens, cups, etc. • Gift certificates • A gift to one of his favorite charities • An investment in client’s business or something else they are involved in • Vacations or trips to trade shows and other industry events Next, shift your focus to building a life-long relationship.

Step 3: Ask the client if he has any final questions, thank him once again for his business, and reiterate when he will next hear from you or someone from your company.

Step 9: Reach out 18 to 26 times per year. Reach out in a variety of ways: phone calls, e-mails, regular mail, in-person visits, Fed-Ex, etc.

Step 4: Send a handwritten thank-you note the day you get the order. *

a) Three contacts: Send out a holiday, birthday, and anniversary card. In addition to sending out holiday cards, you can send gift baskets, bottles of wine, champagne, and other items to your best clients. Also, Thanksgiving and New Year’s Cards (potential fourth and fifth contacts) stand out because few people send them, but I’d still send a December Holiday Card.

Sign the thank-you note in blue ink and include your business card. Step 5: Introduce other team members with whom they might be working. Step 6: Follow up and deliver what you say you’ll deliver. At a minimum you must deliver what you say you will, when you say you will. Ideally you’ll deliver more than you say you will. Always try to give something extra. Step 7: Call or stop by in-person before, during, and after initial delivery of the product or service. It’s particularly important in the beginning of the relationship to communicate often. This may feel like micro-managing and it is. You have to ensure everyone does what they’re supposed to do and everything goes smoothly on this initial sale. It’s best to follow a check-list. Step 8: Survey the client on how you did. Do this step in-person or on the phone. What did you do well and what could have been done better?

b) Here are some other ways to reach out to clients 1826 times. • Send cards for promotions, new babies, and other celebratory events. • Send Get-well cards. • Visit clients in the hospital. • Send items pertaining to their interests and hobbies such as books and t-shirts. • Act on personal information about your clients’ family members and send out notes to acknowledge graduations and similar events. • Get your clients on the mailing list for company publications. • Develop your own newsletter or monthly article and send it out to your clients. • Attend events sponsored by clients. • Do business with your client and send them business if possible.

At a minimum, you must deliver WHAT you say you will, WHEN you say you will. Ideally, you’ll deliver more than you say you will. Always try to give something extra. 12

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september 2017

• Send copies of industry articles that may affect their business or simply be of interest. • A good business book or resource Note: You are an expert. You are expected to be learning, reading, and passing applicable and valuable information on to your clients and prospects. • Send information out on new products. • Send promotional items. • Donate money to their favorite charities or events they sponsor. • Drop by with baseball tickets. • Take clients to lunch, dinner, other sporting events, shows, or out to play golf or some other activity. • Connect them with other companies, other people they’d like to meet, and other professionals such as lawyers, CPAs, insurance agents, and Realtors, and vendors. • Send them potential new employees. • Connect on social media. (Use discretion and your best judgment here) Step 10: Practice these overall client rules: • Always make the client your number one priority. • Keep communicating. Focus on good, solid communication. • Personalize the relationship and always seek to build and strengthen it.

august 2017

• Let clients know you appreciate their business and that you don’t take them for granted. • Focus completely on the client and how you can help. Always do what’s best for them. • Stay on your toes and do what you say you’ll do. • Go above and beyond. Deliver more than you say you will. Note: You don’t need to follow this plan with all your accounts, only with the clients you want to keep. Most likely your largest clients. If you follow the 80/20 Rule, you will be doing this with your top 20% of accounts that give you 80% of your business. If you care about your clients, treat them right, build strong relationships, and keep them happy, you will rarely have to worry about having enough business. Not only will they stay with you, they will also refer business associates, friends, and family. In addition, if you’re working with happy, life-long clients all day, your work and life will be much more enjoyable. John Chapin is a sales and motivational 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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ATTITUDE CHANGES EVERYTHING!

TRADESHOW - 175 EXHIBITORS

This keynote presentation by Sam Glenn is an empowering, entertaining and captivating way to recharge your group’s attitude batteries, rekindle enthusiasm and ignite a new level of personal and professional positivity +! It is what we like to call a positive kick in the attitude.

1. Gain knowledge and exposure to new trends, products and resources that are available for your retail business or wholesale company. This is a great way to learn about what’s hot, what’s fading and what your company needs to have or do right now.

Every day we pick the attitude we will go at life with. Glenn often refers to this as picking the driver of your bus. Which attitude do you want driving your bus for your life and your organization? The bus being our skills, education, experience and objectives. If the wrong attitude is driving our bus, we will not achieve our full potential or give our best. This is why it is vital to have attitude awareness – to understand that the attitude we choose everyday is either leading us closer to our desired success or further away from it.

2. Stimulate new ideas and creative ways to support your business.

Our attitude is a lot like a battery and sometimes it loses it’s positive charge. Glenn not only puts that positive spark into everyone’s attitude, but shows how to maintain that positive spark in the midst of adversity and the things that drain us. Glenn discusses how we make attitude a choice everyday and that our attitude is either in the way or making a way and we determine which every day.

3. Learn from other retailers and vendors who you can lean on, and possibly gain business from that you would not have had the chance to meet had you not attended that trade show. 4. Learn what your competition is up to. This is a great opportunity to ask yourself how you compare to your competition. Evaluate your strengths and weaknesses to better your bottom line.

This program is designed to rekindle your organization’s enthusiasm. More than just having a positive attitude, Glenn discusses ways to put the right attitude into action and how doing so will achieve the best results. While we cannot control what goes on around us, we can control our perceptions, responses and actions, which ultimately form our attitude. In this side-splitting humorous program Glenn shares his seven attitude lessons that will transform your organization.

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R E T OCTOBER 3-5 S I G E TINLEY PARK R DAY! TO ILCONVENTION.COM EDUCATION SESSIONS

SOCIAL WITH A CONSCIENCE

Breaking Ice

- Presented by Pillsbury House Theatre Imagine what happens when the same discussions and dialogues you hear whispered at your workplace are illuminated on stage in a safe theater setting? It’s a powerful, dramatic, and entertaining way to step back and get a fresh perspective while gaining a more intimate understanding of how individuals relate to each other.

Keynote Session 1: Attitude Change Everything - Sam Glenn

Keynote Session 2: The IoTs and IAs - Ron Berg

What IA’s Can Do to Stay Relevent in Today’s Changing Marketplace - Ron Berg

Explore the Leader within/An agency Leadership Experience

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he Ultimate Secret to Time Management in T the Evolving World of Sales - Trevor Shylock

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Keynote Session 3: Serve to Be Great: Leadership Lessons from a Prison, a Monastery, and a Boardroom - Matt Tenney

Ethics for the Insurance & Business Professional Flood Program Overview Errors & Omissions Emerging Trends, Risks, Disruptors and More - Casey Roberts

Story of Organic Growth: How to Attract & A Sell More Business - Nick Kormos & Curt Vondrasek september 2017

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e INSIGHT -

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

SE PT EM BE R

20 17

INSIGH T

By Mary LaPorte

Agent’s questions about Errors and Omissions, and how E&O losses can be prevented. I attended an E&O class a few weeks ago, and they talked about including the first and last name of every person you spoke with in the documentation we enter. Our agency uses “activities” to note every conversation with a customer or underwriter. I typically state something like “called the insured”, or “received a call from the underwriter.” Isn’t that good enough? Find the answer in this month’s e-Insight. september 2017

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INTERNET of THINGS By ACT

IoT The IoT is moving very quickly. What is barely possible today will be commonplace tomorrow, and what is inconceivable today will be in beta next year. It is vital to your organization that you understand the potential opportunities and threats presented by the IoT.

WHAT IS IT?

It is very broad in scope and very pervasive in its nature. It isn’t about one technology, but the combining of technologies to solve problems which will eventually result in a connected world that few have imagined. Over time it will not only transform the insurance industry, but it will also have a profound impact on many aspects of our society, including governments, businesses, and our personal lives. Simply put, the Internet of Things (IoT) is a connected system of interrelated devices, mechanical and digital machines, objects, animals/pets or people that have the ability to communicate, sense or interact without humanto-human or human-to-computer interaction.

BROAD IMPLICATIONS/USES:

IoT has impact across many spectrums of our lives; • Security, safety, and convenience • Quality of life • Efficient operations • Enhanced services • Real-time information • Immediate transactions • Connected to…virtually everything In the future, as costs fall and new IoT platforms evolve, everything that can be connected will be. From simple devices such as light bulbs and fitness devices to more complex devices such as injectables and jet engines, hundreds of billion things will eventually be connected.

Indeterminate Impacts • Long standing revenue streams to the P&C industry could be impacted • The IoT has the potential to dramatically disrupt many industries, in ways that are likely beyond our current ability to predict.

CALL TO ACTION: • Educate yourself on this topic – Though this is moving very quickly, determine what level of knowledge is adequate. • Educate your staff on this topic • Work with your partners to educate yourself on their IoT capabilities. An IIABA program, ACT focuses on strategic trends and drives improvements to the customer experience, using virtual work groups and in-person meetings. They provide recommendations & best practices, webinars, and videos that can be used by all of our stakeholders, each of which have an equal voice.

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ECONOMIC IMPACT(S):

Industry experts predict that in the future, trillions of dollars in economic value will be generated from IoT; • New business models creating revenue for those using or supplying IoT technologies. • Increased productivity, efficiency, and logistics. • Improved asset management, predictive maintenance and energy efficiency.

INSURANCE INDUSTRY IMPLICATIONS:

The IoT is broad in scope and pervasive, and will have positive and negative impacts to many areas of the industry;

Positive Impacts • Risk reduction primarily from improved safety and security. • Data from IoT devices will result in the more accurate pricing of insurance products. • New opportunities will emerge that will enable differentiation through new products and services

Negative Impacts • Exposure to existing cyber risks, such as data security and privacy will greatly increase • New exposures to risk will emerge

september 2017

Wednesday, October 4 9:00 - 10:00 am The IoT and the IAs

In this session, you will get a high-level understanding of the Internet of Things, including real-world and insurance examples. Attendees will then enter an interactive discussion on the impacts and applications for independent agents and brokers. We’ll discuss how the IoT integrates with Smart Homes and Businesses, Automobiles, and Fleets, and other personal and business uses such as drones and risk mitigation. Attendees will leave with a clear understanding of these emerging technologies, as well as available resources to help them prepare.

10:10 am - 12:15 pm What IAs Can Do to Stay Relevant in Today’s Changing Marketplace

Continuing the conversation from the IoT and IAs, take an inside look into what your agency can do to stay relevant in today’s ever-changing environment. Panelists will provide examples on successes and failures they have encountered.

Presented by: Ron Berg, Executive Director, Agents Council for Technology (ACT)

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Donâ&#x20AC;&#x2122;t Fall into the By Curtis Pearsall

Proposal Trap In your efforts to grow your business, your agency is probably actively soliciting new business opportunities. This will eventually lead to sending new business applications to your carriers and wholesalers for competitive quotes and, hopefully, landing those accounts. The applications will reflect specific coverages, including modifications to endorsements, that you believe will be needed based on your exposure analysis. As the carrier proposals arrive, suppose you determine that the quoted premiums look great. Is that the only extent of your focus? Are you assuming that each proposal provides all the coverages requested? Do you believe that if the carrier could not provide certain requested coverages that it would have told you? If the answer to any of these questions is â&#x20AC;&#x153;yes,â&#x20AC;? there are some potentially significant errors and omissions (E&O) ramifications. To prevent a major headache, every agency should have a detailed approach to comparing the coverages requested versus those provided. september 2017

Perform a Comparison The best place to start is to presume the carrier proposal does not exactly meet the coverages requested on the application. Use a spreadsheet or checklist to carefully compare the carrier proposal to your requested coverages. Ideally, the producer working on the account should be involved because who would better know the coverages needed to sell the account? It is possible that the carrier added an endorsement that must be noted. This could include issues such as a Protective Safeguards Endorsement or a Professional Liability Exclusion. If the application was sent to the wholesaler market, the coverage issues could be more significant. The excess and surplus (E&S) market is known for excluding exposures they are not willing to cover and for placing significant limitations on coverages.

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This comparison would identify any missing pieces and serve as the basis for dialogue with the underwriters to resolve the issues. Since this process could take some time, agencies should plan on securing the carrier proposal well in advance of the date they will be meeting with the prospect to propose the account. The carrier proposal will likely reference specific endorsements. Unfortunately, the names of these endorsements may not make it clear exactly what coverage is being offered. It is highly suggested that specimen forms be secured and reviewed. Prevent a Disconnect Performing this comparison is also key when it comes to developing the agency proposal. If a comparison is not done, there is greater potential that the agency proposal may reflect coverages that were requested and presumed included. What if some of those coverages requested were not included by the carrier? Your proposal could be incorrect. This could be extremely damaging to the agency if a subsequent problem develops.

The responsibility for reviewing the proposal to determine how well it provides what was requested falls squarely on the retail agency. It makes no difference if you are dealing with a standard carrier or a wholesaler. In addition, contrary to the belief of many, this issue is not solely a Commercial Lines account issue. It can occur on Personal Lines accounts as well. There are many situations where there can be a disconnect between the carrier proposal and the application. The only true way to uncover the magnitude of the issue is to perform a comparison. Make sure your agency has this procedure in place. Curtis Pearsall is President of Pearsall Associates, Inc., and Special Consultant to the Utica National E&O Program.

The best place to start is to presume the carrier proposal does not exactly meet the coverages requested on the application. Ideally, the producer working on the account should be involved because who would better know the coverages needed to sell the account?

september 2017

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We’re So Much More Than Just Another MGA for Illinois. SCU is a nationally leading MGA that helps to put the power of our extensive resources to bear for your agency. Of course we have the coverages, market access and service you need, but we’re also dedicated to helping you grow your business. Our underwriters and brokers place you first and work towards developing a relationship to last the ebbs and flow of business.

Coverages and Products

SCU has over 70 insurance products Including commercial, personal and transportation lines. We’re experts in specialty coverages with extensive knowledge of the marketplace. SCU has the coverages and products your clients need.

Market Access and Intelligence

SCU has access to over 100 markets and the backing of one of the nation’s largest insurance wholesalers, CRC Group. Our network of 300 producers share intelligence on markets and relationships to provide you better solutions, more often.

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SCU provides quick quote, bind & policy issuance with quotes turned in just 24 Hours. Our brokers and underwriters are located within your region to provide you better service and the local expertise you need to deliver for your clients.

Your Local SCU Office: CHICAGO 550 W. Van Buren Suite 1500 Chicago, IL 60607 (312) 899-1480

Submissions quotechicago@scui.com SCUI.com/Chicago

A CRC GROUP COMPANY CRC Group | CRC | CRC Swett | SCU | JH Blades | TAPCO | Programs ©2017 SCU is a division of and operates under the licenses of CRC Insurance Services, Inc., CRC of California Insurance Services, CA Lic No 0778135. No claim to any government works or material copyrighted by third parties. Nothing on this website constitutes an offer, inducement, or contract of insurance. Financial strength and size ratings can change and should be reevaluated before coverage is bound. This material is intended for licensed insurance agency use only. This is not intended for business owner or insured use. If you are not a licensed agent please disregard this communication.

How to Avoid a

TOXIC

Workplace By Sam Boyer

A workplace can be a wonderful thing, and a successful sales culture can make staff feed off each other and perform. But not every agency is set up to succeed – from the top-down, office culture needs to be positive in order for staff to hit the best targets. HR guru Rex Conner spoke to Insurance Business about the key warning signs of a toxic work environment.

“Anything open to interpretation will turn managers and leaders into ‘judges,’ leading to conflict,” he said. “And conflict is a tremendous obstacle to performance at work.”

These are the top three things to avoid in the office, according to Connor, to keep everyone moving in the same direction. Avoid these pitfalls and keep your staff smiling.

Subjective work processes

Subjectivity in the office – in language, “Subjective,” meaning processes, and expectations – should open to interpretation. be avoided at all costs, Connor says, The key processes to notice as it is “the dangerous root of most first are how people are paid, evil in the workplace”. evaluated, recognized, and promoted. If the process is not clear and is left up to someone’s subjective opinion or evaluation, it invites conflict and toxicity.

Sam Boyer is currently news editor for Insurance Business America and can be reached at Sam.Boyer@keymedia.com.

Subjective policies – We have all witnessed sales

people who can excel or meet a quota, but their methods are toxic to those around them and/or to the client. If the policies those sales people have to follow are open to interpretation, they will use that subjectivity as a loophole to their advantage, to the detriment of all others.

Subjective communication about performance – Subjective communication is interpreted differently by the people involved. Conflicting interpretations invite conflict. Since the sales world is all about relationships and human interaction, which are “soft skills,” it’s easy to be lulled into communication that has different meaning to different people. “Be a team player,” “Take initiative,” “Connect with the client,” are all examples of subjective communication. With a little extra work, all subjective communication, including descriptions of soft skills, can be translated into observable performances. Observing people’s performance leaves very little open to interpretation.

From the top-down, office culture needs to be positive in order for staff to hit the best targets. september 2017

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Gotta’ Catch ‘Em Early By Kirsten Davis Independent Insurance Agent sounds like the career every high school student is raving about, right…? NO! However, Chicago Public Schools’ Career Technical Education program (CTE), One Summer Chicago Internship program (One Summer) and the independent agency network are here to change that. The Illinois InVEST program has been working tirelessly to provide students with opportunities to interact with the insurance industry. One Summer Chicago Internship Program led by the Illinois InVEST team allowed Chicago area students the opportunity to participate in a paid internship for independent insurance agents in the Chicagoland area.

This inaugural partnership has been wildly successful and we hope to see expansion next year. So, mark your calendars, One Summer will begin accepting requests to fill nearly 1400 internship positions in February 2018. If you are interested in submitting a request for an intern contact Kirsten Davis at kdavis@iiaofil.org. Stay tuned for updates on the Illinois InVEST program. Kirsten Davis is the Communications Assistant for IIA of IL. She can be reached at (217) 321-3023 or kdavis@iiaofil.org.

Corbin Adams of Insurers Review Services Inc. and Teresita Scott of the Owens Group graciously took time to tell us about their experience with their One Summer Interns. The summer interns worked for a total of six weeks, in which students worked 20 hours per week. During that time they were challenged to complete a variety of industry related activities: assisting with client relationship management, familiarizing themselves with special event liability, creating certificates of insurance, mailing operations, invoicing, internal communication, billing verification and more. The One Summer, InVEST partnership was mutually beneficial to the students and agents. “Having an intern in my office has been a positive experience and a good opportunity to give back. Mentoring has encouraged me to raise my intensity at work. It is my duty to ensure she has transferable skills in the future.” Adams continued, “I appreciate the altruistic component of the program. Helping CPS students from all schools, not just selective enrollment institutions. I enjoyed helping minority students gain exposure to the corporate environment.” – Corbin Adams, Insurers Review Services Inc. “I think One Summer is an effective way to perpetuate the industry. A lot of people don’t come out of high school thinking I want to go into insurance, this is a good opportunity to broaden their horizons.” – Teresita Scott, The Owens Group Inc.

PROFESSIONAL LIABILITY BROKERAGE PROPERTY & CASUALTY GARAGE LIABILITY TRANSPORTATION SURETY PERSONAL LINES

(800) 666-5692 | JMWILSON.COM september 2017

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Golf Outing Held to Benefit St. Jude Children’s Research Hospital August 11th President Rick Sutton hosted the first annual Trusted Choice IIA golf outing to benefit the St. Jude Children’s Hospital at Shambolee Golf Course in Petersburg Illinois. 60 golfers and 18 hole sponsors help make the event a success. $3800 will go directly to St. Jude. Thanks to all the golfers and hole sponsors. Special thanks to the Shambolee Golf Course, Rick Allen family of Gillmore – Allen Insurance Agency and Brian Ogden and David Marker for Ogden Insurance Agency. Also thanks to Insurance Services for providing a drink ticket to each golfer. Running, Riding, Driving and Golfing for the kids of St. Jude.

Independent Insurance Agent

Liquor Liability Whether monoline or part of a package, W.A. Schickedanz Agency, Inc./Interstate Risk Placement have long been recognized as market leaders for Liquor Liability coverage. Policies available for most risks:

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september 2017

7320 N. Villa Lake Dr PO Box 3765 Peoria, IL 61612

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ASSOCIATE NEWS

Thank you to our Associate Members.

Diamond Level Members

Platinum Level

Standard Property & Casualty, a National General Company

Gold Level

AAA Insurance Agent/Broker Review Company Arlington/Roe Blue Cross/Blue Shield of IL

Grinnell Mutual Reinsurance Company Imperial PFS A.J. Wayne & Associates AMERISAFE Atlantic Specialty Lines Auto-Owners Insurance Co. Berkshire Hathaway Guard Insurance Companies Burns & Wilcox, Ltd. Chicagoland Carstar Columbia Insurance Group Donald Gaddis Company, Inc. Echelon Property & Casualty Insurance Co. Encompass Erie Insurance Group Farmers Mutual Hail Foremost Insurance Group Forreston Mutual Insurance Company Grange Mutual Casualty Co. Illinois Mine Subsidence Insurance Fund Illinois Public Risk Fund Interstate Risk Placement IPMG J. C. Restoration J M Wilson Keystone Insurers Group, Inc. Liberty Mutual

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Silver Level

The IMT Group West Bend Mutual Insurance Co.

Bronze Level

Madison Mutual Insurance Company MarshBerry Maximum Ind. Brokerage, LLC Mercury Insurance Company of IL MetLife Auto & Home Motorists Insurance Group Nationwide Networked Insurance Agents ProAg Rockford Mutual Insurance Co. Safeco Insurance Selective Insurance Company of America ServiceMaster DSI Society Insurance Specialty Risk of America Surplus Line Association of Illinois Transcom General Agency Travelers United Fire Group Utica National Insurance Group W.A. Schickedanz Agency, Inc. Western National Insurance Westfield Insurance Company

september 2017

IIA OF ILLINOIS NEWS Education Classes september

6 6 11 12 12 13 13 14 27

CISR - Personal Residential Rolling Meadows CISR - Commercial Property Bloomington Ethics Rolling Meadows Errors & Omissions Westmont CISR - Life & Health Essentials Springfield CISR - Commecial Casualty 2 Orland Park CIC - Agency Mangement Springfield Errors & Omissions Champagin CISR - Commercial Property Edwardsville

New Members member agency David M. Kulawiak, Inc. Evanston, IL Oak Brook Insurance Agency, Inc. dba KSA Insurance Chicago, IL The VanDyke Group, Inc. Homer Glen, IL VMC Group, Inc. Schiller Park, IL

associate copper level Highland Capital Brokerage Westchester, IL

For information regarding IIA of Illinois membership or company sponsorship, contact Tom Ross, Director of Membership Services, at (217) 321-3003, tross@iiaofil.org.

october

3 17 25

IIA of IL CONVO 2017 Tinley Park CISR - Personal Residential Pekin Errors & Omissions Springfield

september 2017

Online Education www.iiaofil.org IIA of IL Webinars | ABEN Webcasting September & October Featured Online Classes Farm Property Coverages | Homeowners Hot Topics Income After Retirement | Workers Compensation E&O: Roadmap to Policy Analysis | Cyber Liability Commercial Property Coverages | Who is an Insured? When the Child Becomes the Parent - Aging Parents Insuring Technology Exposures | Condo miniums Business Auto Coverages | Personal Auto Hot Topics Protecting Your Most Valuable Assets Insuring Trusts - Protecting Your Clients Wishes | And More! insight

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Average annual growth in premium in excess of 25% per year for the past five.

Ongoing product and service enhancements to win renewals and keep a high retention ratio.

Broader appetite for select risks (including Total Insured Property Values as high as $50 million for certain industries and risks).

Our focus on being data-driven and using business intelligence to gain a competitive edge.

A superior combined ratio that (according to A.M. Best) outperforms our peers.

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september 2017

Staff Profile Kirsten Davis Communications Assistant Number of Years at the IIA of IL: Two years and three months What do you like most about your job? No two days are alike! I also enjoy special projects, event planning and building our annual convention event app. Tell us about the first job you ever had: My first job was an entrepreneurial endeavor, I ran a small portrait photography studio. I plan to return to my first love shortly. If you could have any career other than this what would it be? White House Event Director What is your favorite: Pastime: Going to festivals and concerts. Food: Ice cream Movie: Shrek TV Show: Right now, my favorite show is Insecure. Band: Erykah Badu Tell us about your family: My Mom, Dad and myself are all born and raised in Illinois. I am an only child, so naturally my parents are some of my best friends. They recently moved to a rural area of Indiana, which was quite the adjustment. However, I’ve grown to love ‘country livin.’ Name one thing on your bucket list: Traveling to West Africa to visit the land of my ancestors. What is your biggest fear? Not living life to its fullest potential. Of what are you most proud either personally or professionally? I am most proud of completing my Master’s degree. It was a long, grueling road but it will be one of the most rewarding accomplishments. Name something people would be surprised to know about you. I’ve traveled to ten different countries.

september 2017

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september 2017

Columbia Insurance Group welcomes Doug Duncan as their new Vice President and Chief Information Officer. Duncan is responsible for directing the Information Technology department in all matters of system design, integration and evaluation as it pertains to the companyâ&#x20AC;&#x2122;s overall strategic focus on commercial insurance. Duncan comes to Columbia with extensive qualifications and experience in strategic planning, business enablement and operational effectiveness in the property-casualty technology arena. Columbia is completing the development of a new commercial client portal and is finalizing a brandnew business product to benefit their independent insurance agency partners and policyholders. Duncan will be a guiding force for these and all strategic systems improvement projects to drive business growth. Columbia has five branch locations: Atlanta, GA; Austin, TX; Columbia, MO; Omaha, NE; Salina, KS. Duncan is located in the Home Office.

In Memoriam

Ralph W. Swank, Jr. 70, passed away unexpectedly on Thursday, Aug. 3 at his home in Vernon Hills. He was born May 13, 1947 in Greencastle, IN and has been a Libertyville and Vernon Hills resident since 1973. He was a 1965 graduate of Waukegan Township High School and a 1969 graduate of DePauw University where he was a member of the Sigma Nu Fraternity. Swank began his career in insurance upon his discharge from the USAF in 1973, joining his father and grandfather at Swank Insurance Agency, Waukegan. An 1969 graduate in economics from DePauw University, Greencastle, Indiana, he earned his CPCU designation in 1976 and became active in IIA of IL shortly afterwards, culminating in his service as President of the Association in 1985-1986. He formed many long term business relationships and friendships through IIA of IL that he cherished throughout his life. In addition to Swank Insurance Agency, he also served as President of Statewide Insurance Company until 2003. Swank is survived by his wife, Betsy, his daughters Lisa (Tom) Bako and Sarah (Brian) Mullen and five grandchildren: Matthew and Libby Bako and Abby, Sean and Kate Mullen. The Board of Directors and staff of the IIA of IL send their heartfelt condolences to the family and friends of Ralph Swank, Jr.

Scott Hodgson, of QBE, passed away on July 14 at his home in Carmel, Indiana at the age of 54. Hodgson was born in Monroe, Wisconsin to David and Barbara Hodgson on August 1, 1962. He was a graduate of New Glarus High School and University of Wisconsin at Whitewater. Hodgson worked in the insurance industry throughout his career and was looking forward to celebrating his 30th anniversary with QBE, formerly General Casualty Insurance in the coming weeks. Family and friends were of the utmost importance to Hodgson. He will be deeply missed by his wife, family, and friends. He cherished spending time with his wife and their German Shepherd dogs. Hodgson was sports enthusiast and enjoyed cheering for his favorite Wisconsin teams: Badgers, Packers, and Brewers. He was an avid golfer and looked forward to country rides on his Harley Davidson. He had many circles of friends and enjoyed sharing special stories and memories: insurance agency business partners; cards with the guys; Saturday morning golf; fantasy football leagues; childhood/college friends; and the guys from Watertown. Hodgson is survived by his wife, Sandy Hodgson; brothers, Craig and Steve; parents, David and Barbara; and many cousins, nieces, nephews and friends. Memorial contributions may be made to the Simon Cancer Center, www.iuhealth.org The Staff and Board of Directors of the IIA of IL send their deepest condolences to the family and friends of Scott Hodgson.

september 2017

insight

people in the news

New Chief Information Officer Joins Columbia Insurance Group

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31. Lake County, Illinois Independent Agency looking to hire full time EXPERIENCED commercial CSR/Account Manager. Must have at least 3 yearâ&#x20AC;&#x2122;s experience in an independent agency. AMS360 - versed is a plus. Strong work ethic, dependable and detailed individual only apply. Please submit resumes to tim@biglowins.com. All inquiries confidential. Contact:

Tim Biglow Biglow & Company. Inc 11 Nippersink Blvd Fox Lake/IL/60020 847-587-2155

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.

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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

SHARED SPACE FOR RENT

99. 6400 SF office located at 127 N. Walnut St., Itasca, has availability for startups, insurance agents, salespeople, consultants, professionals, etc.; who are in need of class A space without the cost. Monthly fees range from $375 and include: Receptionist/Clerical, internet, conference rooms, kitchen, classroom/break room. Printing and clerical services are also available. Short term or long term rentals are available. Wed are in downtown Itasca across from the Metra station. Close to expressways. For information contact:

Dino Gavanes (630) 779-0566 dino_gavanes@advisersinc.com

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 dbrowne@forestagency.com

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september 2017

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