e-Insight - September 2022 by Big I Illinois

Who’s Your Best Client? Is Your Retention Strategy HasData-Driven?SellingChanged? Plus Meeting EXPECTATIONSSHIFTINGClients’

SECURA’s team of insurance experts is making insurance genuine. They are here to support you and your clients. Our underwriting teams are quick to reply, open-minded, and know their stuff. Plus they are backed by our caring claims group who will get your clients back on their feet. relationshipsHonestInterestedinbuildingarelationship?Contactusatsecura.net/IL-agents. Hear from our experts. Want to learn more about what SECURA has to offer? Scan the QR code or visit secura.net/IL-agents for more information about the SECURA team. Commercial | Personal | Farm-Ag | Specialty Tricia B. PersonalUnderwriterLines Tyler AgribusinessH.LinesUnderwriter Kelly CommercialL.LinesUnderwriterTyler S. SpecialtyUnderwriterLines Matthew B. SalesIllinoisManager

Avenue, Springfield, Illinois

In ThiseTrustedBrett’sPresident’sIssueMessage2SenseChoice-Insight7 9 11 17 info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744 Editor & Graphic Design - Rachel Romines | Advertising - Tami Hubbell Associate News Agency Members in the News IIA of IL ClassifiedsNews 28 31 33 34 232022September 2009 • 2010 • 2011 • 2012 2013 • 2014 • 2015 • 2016 2017 • 2019 • 2020 • 2021 • 2022 24 WINNER 14 26

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

For advertising information,

By John Chapin By of of the with the located at 4360 Wabash 62711-7009; www.ChooseIndependent.com. of rromines@iiaofil.org. contact Hubbell thubbell@iiaofil.org.

Digitizing Your Insurance Agency Operations

IIA of IL,

By Carey Wallace

How to Kill Agency Profitability

Meeting Clients’ Shifting Expectations By Nationwide Is Your Retention Strategy Data-Driven?

The IIA

Has Selling Changed?

By Frank Pennachio

IL). The magazine is published monthly for the members

office

Tami

Consumer Website:

Travelers 8 12 14 18 21 23 24 26 The Independent InsuranceAgents of Illinois (IIA of IL)has been providing memberswith a sustainable competitiveadvantage since 1899. Insight is the official publication of the Independent Insurance Agents of Illinois (IIA

By Randy Schwantz

CONTENTSInsightReceives13thAPEXAwardCONVO2022-Schedule&SessionHighlightsWho’sYourBestClient?CreatingYourAvatar

Board

President-Elect | Kevin Lesch (630) 830-3232 | klesch@arachasgroup.com

President | Jay Peterson, AFIS, LUTCF (217) 935-6605 | jay@peterson.insurance

IIA of Illinois Staff 29162032303656 Cover Tip 2225352 APPLIED UNDERWRITERS ARLINGTON/ROE BERKSHIRE HATHAWAY GUARD INS. COMPANIES EBRMCLICKVSC GRINNELL MUTUAL JMIPMGWILSON OMAHA NATIONAL UNDERWRITERS, LLC SECURA INSURANCE UFG UTICAINSURANCENATIONAL INSURANCE GROUP WEST BEND MUTUAL INSURANCE CO. Find us on Social ADVERTISERSMedia

Vice President | Allyson Padilla (618) 393-2195 | allyson@blanksinsurance.com

Farm Agents Council | Steve Foster (217) 965-4663 | s.foster@ciagonline.com

Accounting & Admin Services Tami Hubbell, CIC - (217) 321-3016 - thubbell@iiaofil.org Director of Human Resources, Board Admin Jennifer Jacobs, SHRM-CP - (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, IOM - (217) 321-3005 - plackman@iiaofil.org

Secretary/Treasurer | Cindy Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com

Chairman of the Board | George Daly (708) 845-3311 | george.daly@thehortongroup.com

Planning & Coordination | Nick Gunn, CIC (309) 691-1300 | nickgunn@nixonagency.com

ExecutiveDirectorsofCommittee

Committee Chairs Budget & Finance | Cindy Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com Education | Lisa Lukens (618) 942-2556 | salibainsurance@gmail.com

Director of Government Relations Evan Manning - (217) 321-3002 - emanning@iiaofil.org Office Administrator Kristi Osmond, CISR - (217) 321-3007 - kosmond@iiaofil.org

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

Government Relations | Patrick Taphorn, CIC, CSRM (309) 347-2177 | ptaphorn@unland.com IIAPAC | Dustin Peterson (217) 935-6605 | dustin@peterson.insurance

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

Young Agents | Renee Crissie (224) 217-6577 | renee@crissieins.com

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

IIABA National Director Gregory A. Sandrock, CIC, AFIS (815) 438-3923 | gregsandrock@2cornerstone.com

Technology | Brian Ogden (217) 632-2206 | brian@ogdeninsurance.com

Director of Information and Technology Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org Director of Education and Agency Resources Brett Gerger, CIC - (217) 321-3006 - bgerger@iiaofil.org

Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.org Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net

the

Independent, Authorized General Agent for Independent Licensee of Blue Shield

Association

“Trust in Tomorrow.” and the “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2022. grinnellmutual.com ™COMPASS AUTO | HOME | FARM | BUSINESS TRUST US TO KEEP OUR EYES ON THE ROAD Our competitive auto product, Grinnell Compass Auto, offers all of Grinnell Mutual’s trusted services plus personalized quotes. We’re here when your customers need us, so they can focus on the road ahead. Trust in Tomorrow.® Contact us today.

As I finish my year as President, it is time to look back and review the year that has gone by very fast. Your Association has had a very busy and positive year as we try and get back to life as we knew it before the pandemic changed the way we do virtually everything. Over the past couple of years, we have been focused on some goals for the IIA, and I would like to update where we are on some of those items :

Jay Peterson - IIA of IL President - (217) 935-6605 - jay@peterson.insurance

Diversity and Inclusion Initiative - This was established under President Daly, and we have made great strides in this area. However, there is still work to be done, so we will make this a continued mission of your Association going forward.

CONNECT - We need more members to join this platform and participate in your appropriate groups. This is a great tool for us to improve communication within our TechnologyAssociation.

CONVO is just around the corner, and I look forward to seeing you all there!

We are back in Springfield at the Crowne Plaza, October 4-6. Look for details later in this issue, or go to

JayRespectfully,ILConvention.com.Peterson

We also have several new projects that you all will be excited to learn about soon that will make our Association better and stronger for the future.

It has been my honor and pleasure to serve as President of the IIA for the past year, and I would like to thank you all for entrusting me with this position. I would also like to thank Sarah and my family for their support, as well as my staff for keeping everything going when I have been out. Thank you to our Executive Committee, Regional Directors, Committee Chairs and Committee Members, At- Large Directors, and all other volunteers that help us throughout the Lastly,year.Ineed to thank the entire IIA staff for all of their hard work. We are so fortunate to have this group working to support all of us. Phil Lackman has assembled an outstanding team that does an amazing job. We could not do it without all of them.

september 2022 insight 7 president's message | INSIGHT

IIAPAC- We have increased the participation level but still need to get more members involved. In the current political environment, we need to make sure our voices are heard when regulators look at making changes that affect our industry.

Committee – Last year, we transitioned the task force to a committee, and they have been very active. The membership can look forward to seeing the results of their hard work soon.

Year in Review

of Communications Independent Insurance Agents of Illinois INSIGHT

13-Time Winner AWARD OF EXCELLENCE Magazines, Journals & Tabloids Print (Entire Issue - Over 32 Pages Plus Cover)

Rachel Romines Director

september 2022 insight 9 Data means different things to different people. Somebody my age or older may think that data is a character in Star Trek – the Next Generation” or a character in the “Goonies.” Data to an insurer is different than the data that may be important to an insurance agent. The way they go about collecting and interpreting that data is different as well. Data

Brett Gerger | IIA of IL Director of Education & Agency Resources bgerger@iiaofil.org | (217) 321-3006

Insurers utilize price optimization and various other strategies. Price optimization is where an insurer studies your online shopping habits to predict whether or not you will shop your insurance for a better price. If they think you won’t shop, they may raise your rates incrementally. They try to find the sweet spot to get the most premium out of the insured. This is just one of the tools they use, and some insurers do the opposite in that they will lower your premium if they think you will shop your insurance.

As for the independent agent, data collection and interpretation are becoming very important through all the various electronic channels that are available. If you are just sending emails and not utilizing Facebook, Instagram, Snapchat, and LinkedIn, to name a few, you will go the way of the dinosaur. You need to partner with insurers that get you close to real-time quotes that are competitive and accurate. Many agencies lose business when it takes too long to get a quote or file a claim if needed. There is a fine line between inundating people with just enough stimuli and making them angry. I remember reading a study where nine “asks” make a person mad; on the 10th, they will buy what you are selling, and on the 11th, they will never consider buying your product. So there is a fine line between making someone angry and capturing them as a lifelong customer. Agents need to become more nimble, quicker, more responsive, fortune tellers, and confidants, all while protecting consumer information and providing the consumer with the best possible coverage available. Pretty tall tasks, but this can be achieved by optimizing the data collection and protection, along with the utilization of the many available platforms by finding the “sweet spot” for each potential consumer/client. Good luck, right? This is no easy task; you must remember that you can do all of this perfectly and still not succeed. What? Say it isn’t so, Brett. Well, you can do all those things right, but you haven’t worked on or perfected your selling skills, and all those things will be for not. Competitors that have done all of the data and social media platforms correctly while perfecting their sales skills will win the day. You have to define your perfect client. Is it someone that never calls? Or is it one that never shops their insurance for better pricing? Do you want a client that calls all the timeone that gets deep into the weeds and questions everything that you do? One that trusts you to make the correct coverage determinations? One that constantly requires endorsements (more work for you) due to additions and deletions? I think that you will find the more thorough a job you do, the better experience and client you will create. You create many of the issues I mentioned, as you will learn that the more a client feels they are not just a number and they feel they are getting great service, the more apt they are to stay with you and your agency. This starts with an agency culture that caters to every aspect of what is important to their clients. All clients’ wants and needs may differ; three things will help you determine what is important to the client. First, deciphering data; second, optimizing your sales tactics uniquely to each client; and last (most important), listening. The best datagathering device and interpreter is your brain. Don’t forget all of your old-school techniques and just rely on the new methods of gathering and interpreting data. Good old pounding the pavement and working the phones still has some Okay,value.nowyou have the client, and you want to keep them. You still need to put in the work by at least checking in with them annually but even better, semi-annually. It would be best if you discussed exposures that may have changed, new policy enhancements that may be available, and reassure that the best possible product insures them at the best available price. Maybe get a couple of “apples to apples” quotes once every year or two. Show them that they are important and mean the world to your agency. continued...

2Sense Brett’s

Finally, the best way to learn about new products and techniques to achieve your agency goals is by attending IIA of IL’s CONVO. You will be able to network, attend the tradeshow to see all the products and insurers you may not know about, and benefit from all the educational opportunities. These will set you apart from your peers who don’t attend CONVO. Should you have any questions regarding this issue, do not hesitate to reach out to me directly. The first five people to mention this article to me at CONVO (in-person) will receive a Starbucks gift card.

As always, this is just Brett’s 2 Sense and I hope it was helpful. If you need any clarification or have any suggestions for future articles please email me at bgerger@iiaofil.org.

Have a coverage question? Need HR advice? Have a sales tip to share? Check out the new community - for members only! Here you can share, discuss, ask questions and more! connect.iiaofil.org

10 Anotherinsightthing that helps with client retention is employee retention. You really need to pay attention to employee retention. Providing career paths for employees through promotions and providing them with pathways to earn and achieve designations. Clients will not want to deal with a new person whenever they call the agency. They tend to like continuity and comfort. If your employees are always leaving, this can make your clients think, what are they doing wrong? You will want to focus an amount of your energy on employee retention. This can go a long way in retaining clients. The more knowledgeable your low-level employees are regarding coverages and services, the more confident your clients will be in your agency.

Unfortunately, there is no easy button in this arena, and those that think that there is, usually don’t last that long.

This online training offers step-by-step strategies to create the right message, form a plan and create the perfect pitch! Advertising 101 is a nine-part series designed to help you understand, design and execute a successful advertising campaign. The Power of 30 Seconds™ A training series designed to help you maximize the experience of customers calling your agency on the phone. The training has three sections that focus on workflow, soft skills and automation. Once you complete the training, feel free to take a short quiz and receive a certificate of completion.

TRAINING PROGRAMS

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Learn about advertising goals, market research, budgeting, strategy, media, advertising agencies, ad content and measurement.

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Association

Wednesday, October 5 7:00 – 8:00 a.m. Continental Breakfast 8:00 a.m. – Noon General Session (CE) - The Evolution of Insurance - IIA of IL Award Presentations Noon – 1:00 p.m. - Food Truck Lunch 1:00 – 4:00 p.m. - Breakout Sessions (CE) 3:30 – 6:30 p.m. - Tradeshow - 120+ Vendors 6:30 – 11:00 p.m. - Big Party: Dinner, Dancing, Music, Thursday, October 6 7:00 – 8:30 a.m. Hot Breakfast 8:30 – 11:30 a.m. Keynote Session (CE) - State of the Address - Forecast... Resources, and

Drinks

Tuesday, October 4

We believe investing in yourself as an insurance professional is the best way to ensure career growth and expand your knowledge base. Depending on what you are looking for, either learning more about the industry’s top trends and issues, or meeting your CE requirements for the year (or possibly a little bit of both), CONVO education sessions will meet your needs. Learn about the latest topics and news that matter most to you from leading experts and your peers while earning up to 12 hours of IL continuing education credit.

iia of il October 4-6

Learn Together

10:00 a.m. – 4:00 p.m. - Independent Agent Invitational Golf Outing (Piper Glen Golf Club - Separate Registration) 1:00 – 4:00 p.m. - E&O Considerations of Hyperinflation (CE) 5:00 – 6:00 p.m. - Welcome Reception with hors d’oeuvres 6:00 – 8:00 p.m. - Dinner Break/Dutch Dine Arounds 8:00 – 11:00 p.m. - Casino Night

Crowne Plaza, Springfield, IL

Association

Industry Insights

Election Analysis 12 insight september 2022 Schedule RAFFLE MEGA $10,000 GRAND PRIZE 2nd: $500 • 3rd: $250 4th: $100 • 5th: $50 $20 each Go to www.iiaofil.org/MegaRaffle or scan this code. Proceeds from raffle go to IIAPAC. Winners are drawn Wednesday, October 5 during the Big Party! Need not be present to win.

Earn Up To 12 Hours CE!

General Session: The Evolution of Insurance (Steve Anderson & Agency Panelists)

Details & Registration at ILConvention.com That’s not all! View all session descriptions on the website! september 2022 insight 13

Agents often struggle to differentiate themselves from competitors (and even non-competitors) in their marketplace. This session is designed to help agents break out of the norm and distinguish themselves from the pack. Discussion topics include: developing a unique value proposition, how to avoid blending in, real examples of stand-out businesses, and creating a remarkable customer experience.

Session Highlights

The cyber insurance market grew at the intersection of cybersecurity and insurance and might be hard to understand for the non-initiated. This session will cover the basics that agents, brokers, businesses, and security professionals should know about when approaching cyber insurance. Topics include: types of coverages available, difference between packaged and standalone cyber, myths about cyber insurance, and what to look for when seeking insurance.

Inflation has been a factor in both commercial property and personal residential risk for a long time – but never like this! E & O

Cyber Insurance 101 (Alexis Cierra Holt)

Selling with Video Proposals (Derek Hayden)

72% of consumers say they would prefer to learn about a product or service by way of video. So, how can insurance professionals capitalize on this statistic? The answer is video proposals. In this session we’ll discuss why video proposals work, what software to use, and how to increase your hit ratio.

Going back to our advocacy roots, Hannah Meisel will provide insight into the upcoming Illinois General Election covering contested races from the Governor’s Office through the Senate & House.

Most consumers don’t want to be “sold”, especially in the modern marketplace. Using negotiation tactics and sales psychology can reduce the friction between you and the prospect and give you the upper hand in the sales process.

*Satisfies the IL Ethics credit requirement.

This three-hour continuing education class is interactive and fast paced. Participants sit as “jurors” and decide personal lines and commercial coverage and liability cases (all of which have been decided by appellate courts within the last few years). The participants deliberate and then compare their verdicts to the result in the real-world case on which the case is based. The actual outcome of the case and lessons to be gained from it are discussed.

Stand Out in Your Marketplace (Derek Hayden)

Keynote Session: Industry & Election Forecast…Association Resources, Industry Insights &Election Analysis (Phil Lackman, Charles Symington, Dana Popish Severinghaus, HannahMeisel, and Amy Walter)

PFTA & Other Regulatory Compliance Guidance (Brett Gerger)

Winning with Sales Psychology (Derek Hayden)

Illinois Department of Insurance Director, Dana Popish Severinghaus will enlighten attendees on the status of the department, covering current initiatives and discussing future endeavors.

Keynote presenter, Amy Walter, will join us to provide her commentary on the Midterm Elections, and the National Political Climate. She will preview the 2023 Presidential Election and discuss the potential impact all of this will have on small businesses.

Steve Anderson will lead us in a journey through “The Evolution of Insurance”. We will use where we have been to understand what is coming next. Steve will lead a panel of insurance professionals who will share what their agencies have done to combat some of the challenges agencies are facing from technology to staffing to increasing competition. We will also recognize our award recipients including Agent of the Year, Agency of the Year, Young Agent of the Year and more.

E&O Considerations of Hyperinflation (Nicole Broch)

Considerations of Hyperinflation will review the increasing E & O exposure for agents for property and well as both business and personal auto physical damage. Exploring both procedural and knowledge-based errors that could trip up even the most experienced agent.

*Applicable towards three hours of the necessary credit for the E&O discount

Kicking off the session, IIA of IL leadership will discuss the trends and challenges facing the independent agency system. The Association will share what they are doing to stay ahead of the curve to provide a sustainable competitive advantage for member agencies.

• Desire to grow the commercial side of their business.

• Values: Team culture where everyone helps each other perform.

• Located in a city with at least a 35,000 population size.

• Has at least three producers.

• 38-59 years old.

• Makes at least $200,000 a year.

Strengths

When defining your Avatar, you can start with demographics, age, gender, and nationality. That’s the easy part. After the demographics, you can move on to psychographics. Psychographics help you define their attitudes, concerns, and mental state. This process will help you dig deeper into their values, desires, goals, interests, and lifestyles.

• 50/50 mix of personal and commercial insurance.

Psychographic profile:

By Randy Schwantz

A common phrase amongst great marketers is this: “People are not buying a drill and a drill bit; they are buying the quarter-inch hole.” To be a better marketer, you have to know who you are trying to attract. That person is your Avatar.

There’s a good chance that there are a few things you do well as an insurance broker. Maybe you are a workers’ compensation genius. Or perhaps you geek out on coverage idiosyncrasies. Or you could be the one that writes incredible narratives to market the account better. Whatever it is, those are your strengths. It’s good to know your strengths. When you do, you can better define a set of problems a buyer would be suffering from that you can solve. And that is where the Avatar comes to play. The Avatar (your ideal prospect) has problems, and you have solutions.

I hate marketing, and I hate marketers.” I said that over and over, much to my demise. Marketing is to selling as mustard is to a hotdog. They are just better together.

14 insight

• Attitude: There’s endless opportunity.

My Avatar:

• Desire: Wants to find a better way to stimulate their producers’ growth.

Creating Your Avatar

• Lifestyle: Actively involved in the business, community, and family.

• Frustration: Doesn’t feel equipped to develop their producers into selling-machines.

When you have a clear idea of your Avatar’s mind map, you can start creating compelling messages that resonate with them. You will profoundly gain their attention this way.

Who’s Your Best Client?

An Avatar is a way to make your ideal prospect into an image you can talk to and understand their problems, desires, and roadblocks. If you want to grow your book fast, you’ll want to get a clearer idea of who is your best buyer.

• Owner of an independent insurance agency.

• Stop letting your employees get hurt. You want to know how. You could also reflect this in your voicemails. Consider this if you will. Voicemails are just like the Verizon billboard you drive by every day on the way to work. Verizon doesn’t expect you to pull the car off the road and buy cell phone Instead,service.itispositioning itself in your mind for the day you get sick and tired of dropped calls.

Hey Bob, Randy Schwantz. When your people get hurt, you not only lose them for a day or week, you also spend more on insurance. Looking for a proven solution? Call me XXX-446-3204

If you want to help your producers become better sellers and marketers, I’ve got a book you ought to read. Download a free digital copy here: https://thewedge.net/ free-ebook-agm/. Or if you’re like me and prefer the real deal, get a hard copy for only $7.95 to cover shipping and handling.

This Avatar may or may not be what you want as a client, which is fine. The important thing here is when you have this defined, your email headlines will start to reflect a voice. Your marketing voicemails will reflect this. Every word will be tailormade just for them. Let me give you a few email headline examples:

Here are a few voicemail examples:

• Has 30-50 employees.

Think of your voicemails as billboards that position “you” as the go-to resource for when your buyer gets fed up with the person they are working with now.

september 2022 insight 15 When that is clearly defined, it will attract your target audience and repel those that are different.

Psychographic profile:

Randy Schwantz is founder of The Wedge Group and can be reached at (214) 446-3209 or randy@thewedge.net. If you want to grow your book fast, you’ll want to get a clearer idea of who is your best buyer.

• Values: Safe work environment so his people can get home every night.

• Male between 35-50 years old.

• Attitude: Number one asset is his people, not his backhoe (although it makes him proud).

Agency owners that don’t see an endless opportunity, who think producers should figure it out by themselves and are selfishly pursuing only their desires, will turn the other way immediately because they won’t identify with the Themessaging.samewill be true for you when you get your Avatar well-defined.

• Owner of a construction company.

• Make $150,000 a year. They build single-story mixed-use commercial buildings.

• Desire: Controlled and profitable growth.

• Lifestyle: Enjoys work, spends the week end at his lake house, and loves skiing and fishing with his kids.

• Spend time at the lake and less time worrying about insurance. Here’s how.

• Located within a three-county area surrounding your city.

• Frustration: Hard to hire and retain people that have his kind of work ethic.

• Your kids are #1. Stop wondering what happens if your backhoe gets stolen. It’s handled.

Hey Bob, Randy Schwantz. If you’re ready for a new boat, I have an idea that could save you enough money on your insurance to pay for it. Call me. XXX-446-3204.

Imagine that you want the following:

When your message is not appealing, people don’t pay attention. That makes selling a lot harder on yourself. By the way, are you tired of carrying the “new business” production load in your agency?

When you have an Avatar, you can direct your message to them. If you don’t, you get stuck in the “generalist” zone and might not appeal to anyone.

• Roadblock: Doesn’t feel he has enough time to do things right and realizes he needs quality team members to make it happen.

16 insight SERVICES AND RESOURCES: » Workers’ compensation claims management » Property and liability claims management » Auto liability and physical damage claims management » Professional liability claims management » Strong emphasis on public entity and long-term care sectors » Nurse case management » Risk management/loss control » Medical bill review » Pharmacy benefit management » Aggressive litigation management » Utilization review » Electronic claim reporting with immediate acknowledgment and adjuster assignment » 4-hour assigned adjuster contact on every claim » Online claim review including adjuster notes and financials » Industry leading analytics with national database for benchmarking purposes For more information please contact: MIKE CASTRO Sr. VP, Claims Management Services 630.485.5895Mike.Castro@ipmg.com BOB SPRING VP, New Business 630.485.5885Bob.Spring@ipmg.comDevelopment INSURANCE PROGRAM MANAGERS GROUP CLAIMS MANAGEMENT SERVICES IN THE WORLD OF INSURANCE, CLAIMS DO HAPPEN. IPMG’s Claims Management Services division (CMS) is that partner. As a full-service claims management company, IPMG CMS accepts the responsibility and expects to be held accountable for the results we achieve on behalf of our clients. INTERNAL QUALITY CONTROL AND COST CONTAINMENT PRACTICES: » Adjuster book of business analysis – to ensure workload does not affect service levels » Closing ration analysis – a monthly review to ensure adjusters are achieving maximum production » Claims diary tracking » Formal litigation handling guidelines and practices » Comprehensive medical bill review – average 59% cost reduction » Pharmacy benefit program – average 35% cost reduction » ISO claims search » Medicare section 111 data reporting and compliance

By Ben

september 2022 insight 17 online journal at www.iiaofil.org/Resources/Insight INSIGHTeWho’s Your Best Client?Is Your Retention StrategyHasData-Driven?SellingChanged? Plus Meeting EXPECTATIONSSHIFTINGClients’ In this month’s e-Insight. 5 Key Ways to Automate Insurance Sales Workflows

Ishay, PropertyCasualty360

Zviki

Apart from the value of personalization, the survey also emphasizes how vital it is for insurance agents to ensure effortless coverage processes and maintain timely services for their clients. After all, business owners voiced various difficulties with how long it takes to set up their coverage and the length of time it takes to receive insurance quotes. Over one-third (35%) of small business owners reported the former issue, while 34% experienced the latter problem - representing 11% and 9% increases from last year’s findings, respectively.

A smooth claims process is also important to clients, the survey finding 89% of consumers and 87% of small business owners ranking this factor highly. As such, agents should make it a priority to establish seamless insurance experiences for their clients—both when they secure coverage and when they file claims.

Opportunity: Especially as it pertains to handling claims, agents should work closely with insurance carriers to provide their clients with virtual tools, which can help streamline and speed up the overall claims process. This resource offers more information regarding Nationwide’s virtual claims tools.

Meeting Clients’

The ongoing COVID-19 pandemic has resulted in widespread changes for business owners, consumers and insurance agents alike. With this in mind, even as the economy begins to recover from the events of 2020, business owners and consumers are expecting more from their insurance agents as they enter the post-pandemic Accordingworld.

Personalization Makes a Difference

Once again, 95% of insurance agents also view this factor as a priority. Lastly, 84% of both consumers and small business owners find it critical to work with an insurance agent who has proven that they can deliver during a crisis (e.g., a pandemic, fire or natural disaster). Comparatively, 93% of insurance agents agree that this is an imperative factor.

Shifting Expectations

to a recent Agency Forward survey, there are a number of steps that insurance agents can take to better satisfy their clients and help them overcome current coverage challenges. Specifically, many business owners and consumers are seeking tailored assistance and advanced coverage solutions to help them successfully navigate this ever-changing climate. As a result, it has become increasingly important for insurance agents to make an effort to foster strong relationships with clients and provide them with personalized services that meet their unique needs.

Opportunity: Together, this data showcases how crucial it is for agents to ensure they are readily available to help their clients amid any circumstance and deliver tailored insurance solutions. By providing such personalized services, agents can help boost their overall trustworthiness and dependability among their client bases. View this webcast to hear from PropertyCasualty360’s Agency of the Year winners on how to enhance business and client relations.

In addition, 85% of consumers and 87% of small business owners voiced that they value an insurance agent who can personalize their coverage to meet their specific needs.

18 insight

The pandemic largely shifted how insurance agents interact with their clients. However, consumers and business owners alike are still seeking live communications from their agents. In fact, the Agency Forward survey found 86% of consumers and 89% of small business owners agreed that being able to speak live to a person regarding an issue or question about insurance is valuable. The vast majority (95%) of insurance agents also feel that this is an important factor.

Seamless Processes are a Top Priority

september 2022 insight 19

Opportunity: Considering this data, insurance agents should continue to make a conscious effort to routinely reach out to their clients, thus cultivating solid professional relationships with these individuals and tailoring their coverage as needed. Learn more about engaging customers using technology. This article originally appeared on the Nationwide blog at Associationagents.ofbusinessgaugedifferentwhenunderstandandAmericanbusinesssampleconductNationwidesales-and-marketing/meeting-clients-shifting-expectations/.https://agentblog.nationwide.com/agency-management/commissionedEdelmanData&Intelligencetoa20-minutequantitativeonlinesurveyamongaof2,400independentU.S.insuranceagents,smallowners,middle-marketbusinessowners,Africanbusinessowners,HispanicbusinessownersgeneralconsumersbetweenJune22-July7,2021,towhatbusinessownersandconsumersvaluebuyingorrenewinginsurancepolicies,explorethechallengeseachaudiencefacesaroundinsurance,perceptionsoftheeconomy,andfindouttheactionsownersandconsumershavetakenasaresultCOVID-19andtheconversationsthey’rehavingwithAsamemberingoodstandingwithTheInsightsandESOMAR,EdelmanData&Intelligence and Nationwide conduct all research in accordance with local, national and international laws and in line with all Market Research Standards and Guidelines. Agents should continue to make a conscious effort to routinely reach out to their clients, thus cultivating solid professional relationships with these individuals and tailoring their coverage as needed.

ExpectationsClientEducationisEssential

It’s no surprise that clients look to their agents for guidance on a range of coverage-related topics. Nevertheless, 41% of consumers and 46% of small business owners confirmed that they struggle with understanding insurance terminology. Therefore, insurance agents should take additional steps to educate their clients on policy wording and answer any questions they may have regarding specific coverage conditions. Aside from these focus areas, however, the survey showcased that a growing number of both consumers and business owners are also requesting guidance related to risk management and other nontraditional insurance topics from their agents. These topics primarily include retirement, cybersecurity and banking. This means that agents need to provide their clients with a greater depth of insurance guidance and work to expand the breadth of this guidance to touch on further topics.

Opportunity: Help clients plan for every event in their life with insurance and financial educational articles, videos and infographics on the Nationwide Learning Center.

By Nationwide

Relationships Matter In addition to ways that insurance agents can improve, there are some key things at which clients have noticed their agents already exceed. Primarily, 79% of consumers shared that they have been able to build a relationship with their insurance agent over time, whereas 89% of small business owners feel this way—the latter reflecting a 7% rise from the previous year’s findings. Over two-thirds of both consumers and small business owners also said their insurance agent regularly checks to confirm their coverage meets their current needs.

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Gain back some of the clients that you lost over the years. You have a database full of clients who used to do business with you but have since stopped. clickVSC gives you a unique reason to earn them back and is a product that their current agent probably doesn’t have. We provide complementary training for your agency as well with weekly webinars, Q&A’s, Quick Start Guides, an Agent Resources section, and much more. We are here to help you succeed.

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The average retention rate in our industry is 84%-90% according to several industry surveys. That means the average agency has to generate 10% -16% in new business just to break-even. This creates a challenge that is difficult and expensive for an agency to accomplish.

By Carey Wallace Is Your Retention Strategy DATA-DRIVEN?

While generating new business is very important, your customer retention strategy is without question one of the most important areas that impact your agency’s financial health, profitability, and success.

How Data Can Improve Your Retention

Anticipate Your Customer’s Needs

One of the best ways to retain your customers is to anticipate their needs and provide them with information and resources before they realize they need it. This is what some of the best companies in the world do to market their products. It is why a married couple that have owned a house for five years begin receiving information about baby products. Look at the trends that exist in your book of business. For personal lines, you can look at trends that tell you when your customers typically add an umbrella, at what age do your customers typically buy a home, add a second car, have their first child, buy their first life insurance policy, have new drivers in their home, purchase a second home, boat or downsize? These are all trends that will allow you to predict your clients’ needs and begin to share with them the things they should be considering.

Ask for Feedback

The single best way to find out what your customers think of you is to ask them. By regularly surveying your customers, you can identify which of your customers are raving fans as well as those that may be at risk of leaving. By using this data and taking immediate action you can demonstrate to your customers how important they are to you and your agency. Using this data, you will be able to reach out to your customers that are at risk, better understand their concerns, and rectify the situation before they make the decision to leave. In addition, identifying your raving fans and asking them to share their experience in the form of google reviews and referrals will improve your new business opportunities.

Providing a customer with content like the best cars to purchase for your teen driver from an insurance perspective is invaluable information that demonstrates you understand their needs and want to be their trusted advisor.

Understanding these signs and identifying customers in your book that may have similar situations will enable you and your staff take a proactive approach to engage with these accounts before they become at risk. Many insights can be identified from your lost accounts and building these lessons into your processes can improve your overall customer experience and retention.

september 2022 insight 21

We all know it is far cheaper to keep a customer than to obtain a new one, in fact it is estimated that it costs an insurance agency 7 to 9 times more to acquire a new customer than it does to retain a current customer. That means an agency with a lower retention rate is less profitable than an agency with a higher retention rate and the same overall growth rate – all other things being equal.

Retention is a critically important component of your agency’s overall financial health, profitability, and success. Here are some ways data, that is easily captured inside your agency, can be utilized to build your agency’s retention strategy.

One of the best ways to increase your retention is to gain a deeper understanding of your customers. That means reaching out to them regularly, listening and understanding their situation as it evolves and changes. In order to put this information to use, you will need to capture key information about their needs, situation, business, life, and translate that information into their insurance needs now and in the future. By communicating and listening you will be able to provide content and advice that is timely and relevant to their situation making your customers value your expertise, look to you for the advice they need, and trust you as the expert.

The best predictor of the future is the past. By evaluating and learning from your lost accounts you can work to reduce the number of future accounts that are at risk.

Communicate and Listen

Carey Wallace is the founder of AgencyFocus, an independent insurance agency consulting organization. She has worked in the insurance industry for the last 12 years and with entrepreneurial small businesses for her entire career. During that time, she developed key business consulting services to ensure that agencies have the information and support they need to plan for their agency and successfully perpetuate to the next generation. Find out more at agency-focus.com.

Looking at things like payment behavior, claims activity, longevity with the agency, rate changes and customer interactions can help you understand some of the signs that were present before you lost those customers.

Data can be incredibly powerful in building your retention strategy. It does not need to be complicated or expensive to put data to work inside your agency.

Look in the Rearview Mirror

It shouldn’t take four days with no power, water, or communication to find out who your friends are. SOMETIMESBUTITDOES. And that’s the Silver Lining®.

How to Kill

Agency Profitability

2. Tensions Between Teams Will Blow Up In siloed environments, teams often execute tasks differently. These non-standardized practices can introduce errors - errors that one of those teams will have to fix. To ensure your people are collaborating effectively, remove the discrepancies and get them on the same page with consistent processes.

Inconsistencies are little cracks that allow mistakes to sneak in. For insurance, small mistakes can carry immense Forconsequences.example,let’s assume a vehicle is left off the Business Auto Policy, and the policy is written with Symbol 7 for liability. The business will be uninsured for an at fault auto accident with that vehicle, which could be financially devastating.

1. You Can’t Use Automation

september 2022 insight 23

Teamwork Makes the Dream Work Now’s a good time to take note of the words of W. Edwards Deming, “It is not necessary to change. Survival is not mandatory.” Historically, insurance agencies have been separated into fiefdoms - sales on one side, service on the other - and these siloed workplaces are killing agency profitability. In many respects, the agency functions as multiple organizations under one roof, and the producer may engage with clients and service commitments differently from their colleagues. This can cause stress among teams and inconsistent customer experiences. We all know standardization is good for business, but let’s talk about three ways NOT using uniform processes is stifling your agency growth:

At times, the insurance industry has been slower to consider alternatives to manual processes, such as robotic process automation (RPA) or chatbots to help customers. These automation tools can reduce the cost of the claims processes by nearly 30%, according to McKinsey. However, jumping into technology solutions without addressing the agencies’ existing workflows and processes may doom the initiatives for failure, which Ernst and Young estimates happens to 30-50% of RPA initiatives. Bots are only as efficient as the processes you program them to follow.

By Frank Pennachio

3. Customers Will Suffer

Consistency is Key Creating a uniform workflow and procedure lets you rest easy that customers will get a great sales and service experience every time. Widespread economic and marketplace pressures are illuminating the perils and consequences of insurance agency inefficiencies and under performance. The culture and processes that have historically carried agencies to their highest level of success will not likely be the same as those that are required moving forward. It’s long past time for a fresh and more agile approach.

Frank Pennachio is a Practice Leader of Growth Solutions at ReSource Pro. Visit www.resourcepro.com for additional information.

Has selling changed? Will the latest tech and approaches help?

Here’s what I know about the new tech and new approaches: the new software or CRM, the new marketing plan, the new acronym “OGM” that someone made up to sound sophisticated, and the new approaches will do nothing to transform half-motivated salespeople with mediocre sales skills into stars, or even average salespeople for that matter. And just to clarify, marketing is not sales,

there are not four or five personality types, there are 7.3 billion, the best CRM is the one that people use, not the one with the latest bells and whistles, and there is no “new relationship selling”, the best have always sold on relationships, even 50 years ago.

By John Chapin

The above examples highlight a particular problem in many sales organizations. Many sales leaders think that the latest technology, tool, trick, or angle is going to increase sales and solve all their problems suddenly and dramatically. As a result, I still see sales managers chasing the latest technology and latest approach thinking it’s going to make their poor salespeople good, their good ones great, and their great ones gods. It won’t. Again, you can’t take a salesperson who isn’t talking to enough people and/or has poor sales skills and transform them into a sales machine with tech, tools, or a new approach. They’ve simply got to be cut out for sales to begin with and then they’ve got learn and do lots of the basics well in order to sell effectively. Be careful when people start talking about tricks and techniques, or start using acronyms that muddy the waters and complicate issues. Einstein said, “If you can’t explain something in a single sentence, you don’t understand it well enough.” Sales is no exception. Sales is simply talking to enough of the right people the right way. Period. So, the real question is: Are your salespeople making enough calls to talk to enough of the right people and when they do talk, are they asking and saying the right things? Of course, along with plenty of listening.

WheninsightIstarted my sales training business I used to speak to some sales groups for free. Two days before one of those speeches I got an e-mail from the sales manager saying that the salespeople wanted to spend the time in their next sales meeting learning how to use a new software program versus listening to a speaker. She said the new software program promised to double, triple, or even quadruple their current sales. I had a similar experience while cold calling when a sales manager told me that he was holding off on sales training because they had just put a new CRM in place and were beginning a new marketing campaign.

Recently I got an e-mail saying, “Use the latest OGM Approach to recession-proof your sales team”. We also hear repeatedly that selling has changed so we need to change our approach. These are ideas such as the “new relationship selling”, “peer to peer” selling, “customer first” selling and even the sales book where they added a fifth personality type to address the new sales landscape. Every day it seems like there’s a new tool or new approach that promises to make all your sales issues instantly go away.

The best salespeople have always focused on getting key sales activities done during the day. They’ve always practiced and honed their sales skills, focused on building relationships, focused on the other person versus making the sale, and they’ve always worked hard and taken the tried-and-true path to success versus looking for shortcuts.

The above said, should you use technology and social media to support your efforts? Yes. Should you try new approaches and strategies? Sure. Just don’t take your eye off the basics, the foundational sales skills and habits that work. And whatever you do, don’t use new tech and techniques as your foundation for selling. Heck, don’t even use them as the icing on the cake. Use both as that extra final touch to go above and beyond and stand out from everyone else. That said, these days, if you execute basic, foundational sales activities properly, that alone will set you apart from 95% of the other salespeople out there.

John Chapin is a motivational sales speaker, coach, and trainer and has over 34 years of sales experience. He can be reached at johnchapin@completeselling.com.

I think salespeople try to complicate sales because then they have an excuse if they fail, sales leaders complicate sales because it’s easier than looking at the clear, hard facts that their people aren’t selling because they’re either not the right people or they’re not getting the proper leadership and training, and sales ‘gurus’ make sales complicated because they want to stand out in the massive crowd of sales ‘gurus’ and make people believe they have the secret sauce. Well, there is no secret sauce, no magic bullet, and no shortcuts to sales success. And there is no secret tool, magic technology, or new approach or mindset that will correct leadership and training issues and cause the wrong, unmotivated, untrained salespeople to sell at a high level.

september 2022 insight 25

What is the solution to all your sales problems? Start by hiring the right people. Next, train them to develop the right skillsets and the right habits. Next, clear the road for them. Your salespeople should be doing sales activities 80%, or more, of the time during prime calling hours. They should be prospecting, presenting, and closing during those key hours, not going to meetings, doing paperwork, installing equipment, servicing equipment, taking basic service calls that a ten-year-old could handle, or doing any other of myriad non-sales related tasks.

Recording customer preferences permits your agency to focus on digital-first communication methods for your customers who want to hear from you via those channels.

Go Paperless

• Sales approvals and discount management.

26 insight

The move toward digital operations has been growing in the insurance sector for some time, and with the COVID-19 pandemic and resulting “remote work” era, many agencies are looking to implement a digital plan. From customers wanting digitally optimized touchpoints with agents to competitors investing in emerging technologies, the time is now for your agency to adopt new ways of doing business. Whether your agency is at the head of the digital curve or working to keep pace, the tips below should help you discover ways to transform your operations and establish a strong foundation for your agency’s digital marketing and customer engagement initiatives.

the software that your agency is not presently utilizing to its best advantage. Such workflows have the potential to improve every area of your agency where you may use your AMS, including:

A smart place to start digitizing your operations is to move away from your reliance on paper. This may seem like a simple step, but you cannot truly move to digital until you’ve gone paperless. It’s likely your agency has already significantly reduced its use of paper, but fully committing to it, even when your team is back in the office, will help enable further digital business process transformation while reducing your agency’s reliance on traditional ways of working. An easy first step is to check out the automated workflows in your Agency Management Software (AMS). No matter which AMS you use, there are likely processes within By Travelers

Digitizing Your Insurance Agency Operations

• IT, including service and change requests.

• Marketing campaign approvals.

• Purchasing, including procurement and invoicing. Check with your AMS provider to understand the specific automated workflows available within your system, then prioritize the steps that will have the most immediate and significant improvements to your agency’s operations.

Capture Customer Communications Preferences Chances are you are collecting multiple points of contact for your customers, from email and mobile numbers to street addresses. To make your customer database work more effectively, you may also want to record each customer’s preferred method for hearing from you. It is a simple data point to collect but can really help improve your customer outreach when you are connecting with individual customers in exactly the way they prefer.

It is likely that you’ve already identified specific processes, tasks or operations that require additional resources or technology solutions to work well remotely.

•including:Conference call functionality.

This article originally appeared on the Travelers website at https://www.travelers.com/foragents/digitizing-yourinsurance-agency-operations.

• Portability, so phone service can be managed without having someone in the office.

Upgrade to a VoIP Phone System

the key resources your agency relies on for its operations is a great place to start when developing your preparedness plan. Some important areas of consideration your plan should account for include:

• Call recording service, which can help protect your agency from E&O exposures.

Upgrading your agency’s phone system from a traditional analog setup to a Voice over Internet Protocol, or VoIP, system can significantly increase the functionality and versatility of your operations.

Having a digitally optimized operational structure can help better position your agency for situations when working in the office is not possible or advisable, like during a global pandemic, natural disaster or similar emergency. Once your operations are online, you are more prepared to have your systems, important data and other business-critical resources available to your employees who are working remotely. But having the data online is not enough ‒ you’ll also want a detailed emergency response plan in place so your agency can quickly respond to an emergency and implement the plan to minimize business interruptions.

For insurance agencies, the time to move to digital-first operations is now. As technology continues to advance, it’s likely that those agencies that can adapt quickly and adopt to new ways of working and serving their customers in a digital world are better positioned to grow and succeed.

A VoIP telephone system runs over your agency’s internet connection to make and receive calls versus using traditional telephone lines. The person on the other end of the call cannot tell that you are on a different phone platform, but having a VoIP setup can help your agency with a number of integrated and easily added tools,

The telephone is a key tool for most insurance agencies.

Additionally, VoIP phone service is often less expensive than traditional phone plans.

It is also an important component of personalizing your digital marketing and customer engagement initiatives. To use this approach to tailor your communications, first you must have each customer’s preference recorded in your system, then update your processes to include a step that verifies you are using the customer’s preferred method of communication each time an outbound communication is planned.

Develop a Business Preparedness Plan

From customers wanting digitally optimized touchpoints with agents to competitors investing in emerging technologies, the time is now for your agency to adopt new ways of doing business.

• Video calling technology with some VoIP services.

• Employees • Office space • Technology • Business records • Third-party services1

There are a number of resources available to help your agency develop a business preparedness plan, from the U.S. Department of Homeland Security’s detailed outline to the Open for Business (OFB-EZ) toolkit from the Insurance Institute for Business & Home Safety. While the structure of these resources is not specific to insurance agency operations, the frameworks they provide do highlight key considerations and steps that all types of businesses should Identifyingconsider.

september 2022 insight 27

INSIGHT | associate news

Continental Western Group Cornerstone National Insurance Company

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NHRMANationwideMutual Workers’ Compensation Pouch PrevisorInsuranceInsurance & Missouri Employers Mutual PuroClean Emergency Restoration Services Rockford Mutual Insurance Company RT Specialty - Naperville Sensa, ServiceMasterInc.

Donald Gaddis Company, Inc.

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Auto-Owners Insurance Co.

AmTrustAMERISAFENorth America

28 insight

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Thank you to our Associate Members. Gold Level

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The Corporate Magazine is a pioneering magazine owing to unique coverage of news, articles & industry leaders concentrating on transforming various arenas. The publication’s Top 20 Most Dynamic Business Leaders recognition aims to highlight leaders who are transforming their industry with unique solutions.

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2022 JM Wilson INS INSIGHT OUTLINES.indd 2 12/6/21 3:11 PM

Wedig earned her Bachelor of Business Administration in Human Resources Management/Management Information Systems from the University of Wisconsin Oshkosh and her MBA in General Business from the University of Wisconsin – Madison.

•include:Dimond

september 2022 insight

IMT Insurance Awards $36,000 to

SECURA Insurance Promotes Carol Wedig to Vice President – Information Technology

SECURA Insurance promoted Carol Wedig to Vice President – Information Technology effective Sept. 6, 2022. Wedig joined SECURA’s Human Resources Department in January 2002. During her time with the company, she has held a variety of roles in HR, Personal Lines, Commercial Lines, and IT, most recently as Vice President – Continuous Improvement. In this role, she led multiple teams focused on process improvement, project management, automation, and driving targeted business growth.

•

CEO, Named as one of the Top 20 Most Dynamic Business Leaders of 2022

IMT Insurance, a leading provider of personal and commercial insurance products in the Midwest, recently announced its list of 2022 Community Contest winners. The IMT Community Contest awards monetary gifts to community projects and organizations within the states the company does business. This year, more than 125 entries were submitted, and 54 awards of either $500 or $1,000, totaling $36,000, were gifted to local projects and organizations. Illinois member agencies Bros Insurance, Jacksonville, IL Student School Supplies, Jacksonville PublicFoundationSchools Lee/O’Keefe Insurance Agency, Springfield IL • McClernand Club Compass Meals , Compass for Kids IMT Insurance is honored to partner with this year’s nominating Independent Insurance Agents. Their superior performance and enduring commitment enable IMT to continue living up to its slogan, “Be Worry Free!”

Rockford Mutual Insurance Company

Rockford Mutual Insurance Company is very proud to announce CEO, Kent Shantz, has been named one of the Top 20 Most Dynamic Business Leaders of 2022 by The Corporate Magazine

29 associate news | INSIGHT

•

Christina George, the Managing Editor of The Corporate Magazine says, “Kent Shantz, President & CEO of Rockford Mutual Insurance Company, is armed with intuitive and entrepreneurial thinking that has shaped his leadership style, harnessing a “people first” approach to enhance the company productivity. Kent ensures that every associate at RMIC utilizes their skills and creativity. He is being featured as one of the Top 20 Most Dynamic Business Leaders of 2022 who is a true inspiration.”

30 insight We put the needs of our agency producers first. What does that look like? It looks like a family history of valuing and trusting business relationships, and a goal of serving you. Our focus is on developing lasting partnerships so we can tailor our solutions to your agency’s needs and help you expand your book of business. Our collaborative teams work to get the best market in the shortest time. Our core pillars of honesty, integrity and trust mean we stand by our word and are committed to helping you find the right solution. 800.878.9891 ArlingtonRoe.com Aviation | Bonds | Cannabis | Casualty | Commercial Agribusiness | Farm Healthcare & Human Services | Personal Lines | Professional Liability | Property | Transportation | Workers’ Compensation Partnerships are our priority. You focus on others, so let us focus on you. Managing General Agents | Wholesale Insurance Brokers Let us help you find the right solutions.

Randy was long-time secretary/treasurer of the Farm Agents organization before it was merged with the IIA of IL in 2018. He served on the IIA of IL Board of Directors as the Farm Agents Council (FAC) Representative from 20182021. Randy was an integral part of the FAC and the IIA of IL, and he will be missed by many.

The IIA of IL Board of Directors and staff send our deepest condolences to everyone who had the privilege of knowing Randy.

IIA of IL member Connor & Gallagher OneSource (GCO) in Lisle, IL is celebrating their 25th anniversary this year. GCO serves companies and their employees across 46 states.

“We are proud to have a large presence with our national association,” said Phil Lackman, IIA of IL CEO. “Having Illinois agents participate and lead on several IIABA Committees, and Task Forces confirms Illinois’ role as a leader within the Independent Agency system and provides tangible benefits for our members.”

agency members in the news | INSIGHT

Randy was born September 5, 1965, in Bloomington, IL, the son of D. Duane and Charlene Jacobs. He married his high school sweetheart, Amy Payne on August 13, 1988, in Bloomington, IL. She survives along with their three sons: Grant Jacobs of Sullivan, IN, Nate Jacobs of Memphis, TN, and Carter Jacobs of Lexington; and his mother, Charlene Jacobs of Lexington.

Connor & Gallagher OneSource Celebrates 25th Anniversary

september 2022

Congratulations! Illinois Agents Appointed to IIABA Committees IIA of IL is pleased to announce the following members have been appointed to serve on IIABA Committees for the 2022-2023 fiscal year: Crop Insurance Subcommittee Luke Sandrock, Cornerstone Agency, Inc. – Tampico Health Care Subcommittee Chair Mike Wojcik, The Horton Group - Orland Park Large Agents & Brokers Council George Daly, The Horton Group - Orland Park Agents Council for Technology Shannon Churchill, IIA of IL – Springfield, IL

In 1995, Randy joined his father-in-law at Payne Insurance Agency and eventually purchased the business.

insight 31

Memoriam

Randy D. Jacobs, 56, of Lexington, IL, passed away Monday, August 1, 2022, at home with his family.

32 insight september 2022 APPLY TO BE AN AGENT: WWW.GUARD.COM/APPLY/ Workers’ Compensation We distinguish our Workers’ Compensation coverage by providing value-added services before, during, and after a claim. Upfront loss control measures Responsive claims handling Facilitation of quality medical care (when an accident does occur) We’ve been successfully protecting our policyholders and their employees since 1983. Browse all of our products at www.guard.com. Our Workers’ Compensation policy is available nationwide except in monopolistic states: ND, OH, WA, and WY. IIAPAC Independent Insurance Agents Political Action Committee Fundraiserfor RAFFLE MEGA $10,000 GRAND PRIZE2nd: $500 • 3rd: $250 4th: $100 • 5th: $50 $20 each Go to www.iiaofil.org/MegaRaffle or scan this code.

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Policy Analysis Webinar september iia of il news | INSIGHT 3 10 12 13 17 19 19 25 25 25 26 26 27 6 7 8 13 14 15 19 21 21 22 26 28 Main Street America Insurance Elgin, IL New bronzeMembersassociatemember For information regarding IIA of IL membership or company sponsorship, contact Tom Ross, Director of Membership Services, at (217) 321-3003, tross@iiaofil.org. In Person orInVirtual!PersonorVirtual! AMA Insurance Agency,Chicago,Inc.IL McCarthy and Company,Roselle,LLCIL Mudd Insurance and Risk Advisors,Freeburg,LLCIL SRM Group, Belleville,LLCIL NewmemberMembersagency Gainsco Auto Insurance Dallas, TX copper associate members

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CareerPlug’s hiring software helps agents attract more qualified candidates, identify the right candidates with confidence, and improve hiring results.

WANTED 17. We are an Independent family-owned agency located in the Chicago area. We are looking to expand through growth and acquisition. If you have a small to medium sized agency and are looking to sell, call or send us a message. We are looking for Personal and Commercial Lines accounts with preferred companies. We look forward to hearing from you. GALO Insurance Agency, Inc (847) steve@galoagency.com832-0888

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! We’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 Insurance (708) www.forestinsured.com/mergers-acquisitions383-9000

We Make Hiring Easier +

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 Martini,SolomonMiller& Schloss, Inc. (847) Ron@martini-miller.com291-1313

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

AGENCY/AGENTS/PRODUCERS

CareerPlug will provide IIA of IL members access to a free account that can be used to post jobs, manage applicants, and improve the organizations’ employment brand. Association members can also access a “Pro” version of CareerPlug for a special rate to take hiring to the next level. Learn more about CareerPlug and check out the brand new IIA of IL job board at www.iiaofil.org

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