Policy Magazine Summer 2017

POLICY SUMMER 2017

Oklahoma’s

L

EB

R AT

I

N G

CE

Magazine

I I A O

INCOMING IIABA CHAIRMAN

VAUGHN GRAHAM

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SUMMER 2017 | VOL. 49, NO. 9 EDITORIAL STAFF PUBLISHER Denise Johnson, CIC

MANAGING EDITOR Jerri Culpepper GRAPHIC DESIGNER Brandy Akbaran PRODUCTION EDITOR Cathy Cinotto

PROFESSIONAL STAFF

PRESIDENT/CHIEF EXECUTIVE OFFICER Denise Johnson, CIC CHIEF FINANCIAL OFFICER Malinda Day EDUCATION AND MEDIA DIRECTOR Susie Current MEMBER SERVICES AND EVENTS DIRECTOR Cathy Cinotto SPECIALTY LINES PROGRAM ACCOUNT MANAGER Cindy Munden, CISR E&O PROGRAM ACCOUNT MANAGER Niki Wigington EDUCATION/MEMBERSHIP COORDINATOR Heidi Jeffcoat WORKERS’ COMP PROGRAM ACCOUNT MANAGERS Susan Starr Candy Burton, CISR Select graphics courtesy of Depositphotos.com

Correspondence and advertising inquiries may be addressed to IIAO, P.O. Box 13490, Oklahoma City, OK 73113. Ph: (405) 840-4426 or 1-800-324-4426

Visit iiaok.com

SUMMER 2017

19

COVER

COLUMNS

24 INCOMING IIABA CHAIRMAN VAUGHN GRAHAM OUTLINES PLATFORM AND RECALLS JOURNEY OF SERVICE

4 SPRINGTIME IN OKLAHOMA: IIAO’S BUSIEST TIME OF YEAR Thad Leonard, Chairman

FEATURES 19 YOUNG AGENT SPOTLIGHT 28 STOP POSTING ON FACEBOOK. TRY THIS INSTEAD...

30 AND THE AWARDS GO TO...

32 CONFERENCE SNAPSHOTS

POLICY is the official publication of the Independent Insurance Agents of Oklahoma.

POLICY is published quarterly and distributed to all member agencies and other interested parties in Oklahoma. Manuscripts and contributions are welcome and will be considered for publication at the discretion of the IIAO Publications Committee.

30

36 NEWSMAKERS

7 HELP OUR ASSOCIATION CREATE A SUCCESSFUL FUTURE Denise Johnson, CIC 12 STORM SEASON IS CLAIM SEASON Tom Cooper 15 WHAT CAN WE DO FOR YOU? Melissa Manus, CIC, CICS 17 HOW TO EFFECTIVELY ONBOARD NEW PRODUCERS Susie Current, Education and Media Director 22 HOW COMMISSIONER DOAK’S ROLE AT THE NAIC BENEFITS AGENTS AND BROKERS John Doak POLICY 3

SPRINGTIME IN OKLAHOMA: IIAO’S BUSIEST TIME OF YEAR

Thad Leonard

CHAIRMAN

S

pringtime in Oklahoma, my favorite time of the year … and also one of the busiest times of the year for your state association.

About 25 Oklahoma agents, board members and a few spouses met in Washington, D.C., the first part of May for the annual Legislative Conference.

It really is a great experience, and I encourage any of you who have never been to take the time to do so next year.

In addition to the myriad of things to do and see and amazing places to eat, the experience of meeting with our federal representatives is pretty cool. I can’t tell you how important

Looking forward, your association is in good hands. The makeup of your association board, in my opinion, is as strong as it has ever been. the meetings with our representatives are. All of them really appreciate our “boots-on-the-ground” knowledge and tend to ask really good questions, while their staffers are in the back of the room taking lots of notes. All of them will hand you their cards and tell you to call them if you have anything else you want to discuss, and I promise you, they really mean it.

Denise Johnson, our state association president & CEO, does a great job of organizing the meetings with our representatives, and makes sure we 4 POLICY

have as many people as possible at each meeting. Since we are limited on time, we divide up in groups so we can meet with all of our representatives. I think we had close to 20 agents at our meeting with Sen. Lankford. There were about 10 of us in Congressman Bridenstine’s office when he was called to the House floor for the vote to repeal the Affordable Care Act, aka “Obamacare”. I spent about 30 minutes with Congressman Mullin.

The one thing I can tell you is that our presence does make a difference. You rarely see groups as large as ours in their office.

Two days after returning from Washington, we held the 110th Independent Insurance Agents of Oklahoma Annual Conference. We had over 600 registered attendees, we sold out the booths at the trade show and we had more than 200 attend a really fun reception and banquet celebrating the upcoming installation of Vaughn Graham as chairman of the Independent Insurance Agents & Brokers of America, Oklahoma’s fourth chairman of the IIABA. No other state can say that. The IIAO staff did an amazing job putting on this year’s conference; I can’t say enough about all of their efforts. The available CE sessions were not your typical “courses,” and I applaud the staff for being so creative and forwardSUMMER 2017

thinking. As I approach the end of my term as chairman of your state association, I want to tell you what a privilege it has been to represent the Independent Insurance Agents of Oklahoma. It has truly been a highlight of my professional career.

Looking forward, your association is in good hands. The makeup of your association board, in my opinion, is as strong as it has ever been. Incoming chairman Joe Strunk will do a great job. I couldn’t think of a better person to be taking over the reigns of your association.

To all my fellow board members and the staff at IIAO, thank you so much for all you did for me to make my job as chairman a great experience. n IIAO Half page ad:Layout 1

IIAO members visit with Sen. Lankford in Washington, D.C.

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HELP OUR ASSOCIATION CREATE

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braham Lincoln once said, “The best thing about the future is that it comes Denise Johnson, CIC PRESIDENT/CHIEF one day at a time.” We have just finished EXECUTIVE OFFICER a few milestones in the life of our association. The Oklahoma Legislature just finished its session, where we have been very involved. We also attended the IIABA Legislative Conference in Washington, Our goal is to continue to create a D.C., where we spoke to our Oklahoma future for our agents and work to delegation of legislators regarding our industry. provide a successful future!

Most importantly, we celebrated the 110th anniversary of our Association. I can’t say enough about this – what a milestone! The issues of can meet your need. For further information, 1907 have changed immensely, and we’ve managed contact Susie Current or Heidi Jeffcoat in our to address them and stay on the cutting edge of our education department. industry to benefit our members.

• a direct contract with CompSource. If you don’t To stay invested in our future, IIAO has have a contract with them, we can help and continued to look for ways to invest in our members you can make commission! Contact Susan and industry. Some of the products and services that Starr for a new submission request. we offer are: • one of the best E&O products available in the industry, with a program tailored to the needs of independent agents. Not to mention we have a specialist in the field. If you’d like more information contact Niki Wigington at niki@iiaok.com • an outstanding RLI Umbrella and Home Business product. You may contact Cindy Munden at cindy@iiaok.com • some of the best education programs available!

Whether you prefer in-person or online – we

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• an APP! Anything our members can do on our website, they can do from our app. Our goal is to make access to your association as accessible as possible.

We are always looking for ways to grow and improve for YOU, our members. As Lincoln also said, “The best way to predict your future is to create it.” Our goal is to continue to create a future for our agents and work to provide a successful future!

Always feel free to contact me with any thoughts or questions at denise.johnson@iiaok.com. n

POLICY 7

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OkPAC CONTRIBUTORS OkPAC is IIAO’s political action committee. It provides financial support for state elected officials who will provide support for or have shown support of issues affecting the insurance industry and to those who share our business philosophies. Only individuals or partnerships can make contributions to OkPAC. Under Oklahoma law, OkPAC can accept no contributions from corporations.

2017 Fred Barker Wes Becknell Stewart Berrong Robert Bramlett Jr. Travis Brown

Jeff Burton Kent Casteel Hal Curry David Eaton Latisha Hornbeck

Patricia Gillespie Denise Johnson Gerald Keeton Austin Landes Guy Landes

Deborah M. Lawyer Thad Leonard T. J. Riley Michael Ross Mike Somers

Janna K. Story Joe L. Strunk Christopher Webb

InsurPac CONTRIBUTORS InsurPac is IIABA’s political action committee. It pools the voluntary and individual financial contributions of thousands of independent insurance agents to help elect candidates to Congress who share IIABA’s business philosophies. InsurPac is the largest property-casualty insurance industry PAC in the country.

2017

Fred Barker Stewart Berrong Robert Bramlett Jr. Travis Brown Jeff Burton Scott Cornelius

Hal Curry John “Jed” Dillingham Phil Eitzen Vaughn Graham Vaughn Graham Jr. Denise Johnson

Contributors as of 5/30/17

Gerald Keeton Austin Landes Guy Landes Thad Leonard Melissa M. Manus T.J. Riley

Michael Ross Jane Seals Michael Somers Joe L. Strunk Ryan Teubner Christopher Webb

Is your name not on the list? Use the contributor’s statement on the back of this page to donate.

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POLICY 9

Insure Your Future!

InsurPac

OkPac

Independent Insurance Agents & Brokers of America c/o IIAO, PO Box 13490, OKC, OK 73113 P: 202/863-7000, F: 405/840-4450 InsurPac@iiaba.net

Independent Insurance Agents of Oklahoma IIAO, PO Box 13490, OKC, OK 73113 P: 405/840-4426; F: 405/840-4450 info@iiaok.com

_____________________________________________________________________________________________________________________

OkPac Contribution  Yes, I want to INSURE MY FUTURE with a Personal Contribution to OkPac! (Check contribution below.)

 $5000 Millennium  $250 Pioneer

 $2500 Platinum  $150 Founders

 $1000 Centennial  $100 Young Agent

 $500 Gold  Other $_______

InsurPac Contribution  Yes, I want to INSURE MY FUTURE with a Personal Contribution to InsurPac! (Check contribution below.)

 $5000 Millennium  $250 Pioneer

 $2500 Platinum  $150 Founders

 $1000 Centennial  $100 Young Agent

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Contributor Information Name ____________________________________________________

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Agency _____________________________________________________________________________________ Address ____________________________________________________________________________________ City _________________________________________

State _____________ ZIP ______________________

Phone_________________________________ Email ______________________________________________ Declaration: The contribution listed above was freely and voluntarily given by me from my personal property. I have not, directly or indirectly, been compensated or reimbursed for the contribution listed above.

Signature ______________________________________________________________

Date ______________

_____________________________________________________________________________________________________________________

Payment Information

(All contributions must be made by PERSONAL check or PERSONAL credit card.)

 Personal Check – Separate personal checks made payable to InsurPac and OkPac. $____________ to InsurPac

$____________ to OkPac

 Personal Credit Card – One-time personal credit card contribution. $____________ to InsurPac Credit card information:

$____________ to OkPac  MasterCard

 Visa

 American Express

Credit Card Number ________________________________________________ Expiration Date ____________ Name as it appears on card _____________________________________________________________________ Contributions or gifts to InsurPac and OkPac are not deductible as charitable contributions for purposes of federal income tax.

Federal and State law require us to use our best efforts to collect and report the name, mailing address, occupation and name of employer for each individual. Your contribution should be considered strictly voluntary. Any corporate contributions are prohibited.

10 POLICY

SUMMER 2015

IIAO LEADERSHIP CHAIRMAN Thad Leonard Rich & Cartmill Inc., Tulsa

CHAIRMAN-ELECT Joe Strunk, CIC Alexander & Strunk Inc., Oklahoma City

TREASURER Chris Floyd, CRM, CIC Brown & Brown Insurance Professionals, Pryor

SECRETARY Jeff Burton, CIC, CPCU, CRM INSURICA, Oklahoma City

STATE DIRECTOR Gerald Keeton Cole, Paine & Carlin, Oklahoma City

IMMEDIATE PAST CHAIRMAN Phil Eitzen, CIC Eitzen Agency Inc., Fairview

DIRECTOR Chris Webb, CRM, CIC Rich & Cartmill Inc., Oklahoma City

DIRECTOR Heidi Nease-Walker, CISR Nease Insurance Agency LLC, Okeene

DIRECTOR Terry Cupp The Arrow Group, Broken Arrow

YAC CHAIRMAN Melissa Manus, CIC, CISR The Arrow Group, Broken Arrow

IIAO MISSION STATEMENT The mission of the Independent Insurance Agents of Oklahoma, working in the public’s best interests, through active member participation, is to be the unrelenting advocate of independent insurance agents and to fulfull the education, political and business needs of its members.

ABOUT IIAO The Independent Insurance Agents of Oklahoma is the largest insurance trade association in Oklahoma. With more than 475 independent insurance agencies, we represent nearly 3,000 independent insurance agents and their employees and more than 100 company members. IIAO member agencies range in size from one person to some of the largest agencies in the region.

Founded in 1906 as the Oklahoma Association of Local Fire Insurance Agents, IIAO is a result of the consolidation of the Independent Insurance Agents of Oklahoma, Inc. (IIAO) and the Oklahoma Association of Professional Insurance Agents (OAPIA) on Jan. 1, 1992.

IIAO policy is set by a board of directors elected at the annual conference. Policy is implemented by a professional

staff located in Oklahoma City. IIAO’s mission is carried out through a variety of programs designed to enhance the business of independent insurance agencies.

IIAO is an active advocate on behalf of independent agents before legislative, regulatory and judicial groups in Oklahoma and at the federal level.

IIAO is affiliated at the national level with the Independent Insurance Agents and Brokers of America with offices in Alexandria, Virginia, and Washington, D.C. IIAO is an excellent source of information through POLICY magazine, published quarterly, and the Oklahoma Agent, a monthly newsletter of time-sensitive material for its members.

STORM SEASON IS

CLAIM SEASON

Tom Cooper, Attorney at Law PIGNATO, COOPER, KOLKER & ROBERSON, P.C.

J

ust a simple internet search with the key words “Oklahoma tornado damage insurance claim help” yields results that include – on the first page – advertisements for two law firms, three public adjusters and even a roofing company that claims to offer help in getting the insurance company to pay.

It’s springtime in Oklahoma, when trees blossom, flowers bloom and lawsuits get filed as a result of underinsured storm damage to homes. And you know the drill: when the insured has a problem with the insurer, the agency is often guilty by association and is often brought into the lawsuit.

It’s springtime in Oklahoma, when trees blossom, flowers bloom and lawsuits get filed as a result of underinsured storm damage to homes. And you know the drill: when the insured has a problem with the insurer, the agency is often guilty by association and is often brought into the lawsuit.

Oklahoma is considered a pro-plaintiff state when it comes to the tort of bad faith. Although the state supreme court has said that “bad faith” is conduct which is more extreme than simple negligence, the same court still continues to define the tort by use of the word “reasonable.”

That is, courts look at whether there was a reasonable basis for the insurer’s conduction/position. Accordingly, attorneys who make their living representing insureds ramp it up a notch when storm season hits.

12 POLICY

Indeed, there are several Oklahoma law firms that have gotten quite adept at organizing “town hall”-type meetings immediately following “CAT” storms.

During these meetings, multiple members of the same neighborhood may be signed up as clients in one evening, even though the claims are just getting off the ground (i.e., even though the insurer has not yet had an opportunity to mess something up). Given the potentially lucrative nature of “bad faith” cases, combined with the increased focus on signing up homeowners en masse following a “CAT” event, it is no surprise that E & O claims seem to spike after every major storm.

And, as we know, plaintiff attorneys are infamous for leaving no one out when it comes time to file a lawsuit. Sometimes the agency is included in a lawsuit against the homeowner’s insurer in an attempt by the plaintiff to avoid federal court. (There is no federal jurisdiction unless there is complete diversity of citizenship between the plaintiff and the defendants, and the agency/agent is almost always situated in the same state as the homeowner.)

In other cases, the insured truly believes –- albeit often wrongly – that the agency did something improper. The most common issue is “replacement cost” policies with inadequate limits. At the time of procurement, most insureds simply want the lowest premium, so there’s rarely a push to increase the amount suggested by the insurer’s online software. But, after a storm, the insured is suddenly full of questions regarding why the estimate to rebuild continued on page 14

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STORM SEASON IS CLAIM SEASON

continued from page 12

or replace the home is higher than the purported “replacement cost” limit.

The law does not impose upon an agent the burden of hitting with exact precision the amount it might cost to replace a home several months after the inception of a policy. Indeed, it is not even the agent’s role to begin with. The customer provides the agent with raw information regarding the size of the home, year and type of construction, and the like. The agent provides the raw information to the insurer (typically online), and the insurer “estimates” the replacement. But whether the estimate is close or accurate enough is, for the most part, between the insurer and the insured. If the insured believes a higher limit is in order, the insured can and should speak up (and do so at the time of procurement, not following a loss).

Because the law is generally favorable to agents in this regard, it is critical to retain your advantage by not inadvertently creating a heightened or broadened duty of care to your customers. So, please: – Watch the language on your websites. I’ve devoted multiple, full articles to this topic, so I’ll save the lengthy

speech. In short, avoid written statements that you are an “expert,” that you provide “risk management” services or that you will “tailor a plan” for your customer. Statements of this ilk provide endless fodder for plaintiff lawyers.

– Watch your post-loss communications with the insurer.

It is common to “go to bat” for your customer when a coverage issue arises. It is one thing to ask the insurer, in writing, for an accommodation for your customer, but it is quite another to provide what is in essence a coverage opinion. The customer’s lawyer will always use the latter against you.

– Watch your informal, internal communications about the claim and/or about your customer. If a lawsuit is filed, the customer’s lawyer is typically entitled to see all agency documents and communications – internal or external – up until the point suit is filed and a defense lawyer is hired. If the customer has been difficult to please during the claim process or just generally a pain, producers and staff members should resist the urge to make internal, informal and negative comments about the customer (at least in writing). Again, hard-to-explain written jabs are excellent fodder for plaintiff lawyers. n

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WHAT CAN WE

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W

henever I meet new agents around the state, I am immediately compelled to tell them about all the great things that membership in the IIAO Young Agents Committee can do to help them launch a successful lifetime career.

My own involvement has played a huge part in the trajectory of my professional and personal development. I began by attending lunch bunches, where I met other young agents and carrier representatives, which immediately gave me a leg up.

By networking with peers and those on the company side, I was able to gain a greater understanding of the industry as a whole, along with a slew of collaboration partners when it came to new types of risks or tricky claims scenarios.

When I was asked to consider a position on the YA committee, I didn’t need much convincing. Even so, I couldn’t have anticipated what a wonderful and wild ride it would be. From planning the annual conference to traveling to San Antonio, New Orleans and Chicago for the Young Agents Leadership Institute, I was able to experience a level of engagement and excitement that I was determined to bring back home to the membership.

Being a part of the committee has definitely been an exercise in peeling back layers – the first year I largely observed during our quarterly meetings and struggled a bit to find my voice. Within a few years, I had made some great friendships both on and off of the committee and began to find my stride. By my second term, I knew I wanted to get every drop I could out of this experience, and then pass the word onto my newer peers in the industry.

SUMMER 2017

Melissa Manus, CIC, CISR

YOUNG AGENTS COMMITTEE CHAIRMAN

True involvement allowed me to see all the cogs in the wheel at the local, state and national levels. As everything began to click, I saw just how important it is for us to have a continuous stream of new voices – because agencies and companies evolve with the times.

The friendships I have forged will last a lifetime, and it is always so refreshing to spend time with others who

The friendships I have forged will last a lifetime, and it is always so refreshing to spend time with others who share a passion for the development of our industry. share a passion for the development of our industry.

If you’ve never attended a lunch bunch, or if you have but want to do more and would even like to know more about what our committee does, please don’t hesitate to reach out to myself or Susie Current, our IIAO Young Agents liaison. I guarantee you will get something out of the experience, and best of all, you’ll meet some amazing people who may become some of your closest friends. n

POLICY 15

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HOW TO EFFECTIVELY ONBOARD NEW PRODUCERS (Originally published in IA Magazine)

N

ew producers face a dual challenge when Susie Current onboarding to their employer – absorbing EDUCATION AND MEDIA the massive range of information about their DIRECTOR new employer and gaining a clear understanding and appreciation for their new working environment.

The solution is a comprehensive and disciplined Acquiring a full orientation to the onboarding experience. According to a Brandon agency is essential for the new employee to be fully assimilated into Hall Group 2015 report, organizations with a the company, and ultimately to their strong onboarding process improve new hire success as a representative of the firm. retention by 82 percent and productivity by over 70 percent.

Acquiring a full orientation to the agency • document all critical background and historical is essential for the new employee to be fully contexts they need for efficient and effective assimilated into the company, and ultimately to their performance success as a representative of the firm. Most newhire orientations are limited to the agency’s history; At IIAO, we offer on-demand, interactive, online organizational chart and management team; brief training for new hires you can build into your descriptions of the key staff; the agency’s business units; onboarding plan. From Personal and Commercial and an introduction to their department.

Lines Basics, important business skills like perfecting Follow these tips to effectively onboard your new an elevator pitch to proper email communication, employees: and more. Check out our online portal for a full list of course offerings at iiaokstore.mycoursecenter.com.

Develop a Formal Plan We even have courses for the manager, including Build a comprehensive, organized onboarding plan information on where to post jobs, how to effectively and timeline for the new hire. The onboarding plan screen candidates in today’s talent pool and coaching should: tips. n • identify all critical knowledge elements the producer must acquire • register all operational elements they must understand and execute

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POLICY 17

A Commitment to Young Independent Agents

2017

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We recognize the need to foster new talent to perpetuate the independent agency system, as well as provide our best young agents an even greater competitive advantage.

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YOUNG AGENT SPOTLIGHT presented by

CAREER DESCRIBED AS ‘ONE CRAZY RIDE’

By Jerri Culpepper

F

RYAN N. TEUBNER, PRODUCER RICH & CARTMILL

rom a young age, Ryan N. Teubner knew he wanted to pursue a career in sales, and to ultimately own his own business, just like his father and grandfather before him.

After college, he first got a taste of the sales industry when he worked for LifeLock. Teubner says Todd Davis, former CEO and Founder, helped develop the understanding that building key relationships is essential in building a successful career.

The Stillwater native, who earned his degree in journalism broadcasting from Oklahoma State University in 2003, entered the insurance industry in 2009, when he joined Liberty Mutual, initially handling personal lines.

After a short stint at a small insurance agency in Stillwater, Teubner said he finally called his grandfather, Dick Teubner, at Rich & Cartmill in Oklahoma City to tell him he was ready to join him there, and was hired in 2010.

Working in the insurance industry, and specifically with Rich & Cartmill, has given Teubner the opportunity to pursue his twin desires of working in sales and owning his own business.

Teubner describes his seven years with Rich & Cartmill as “one crazy ride!”

Coming into the industry – and I consider my time at Rich & Cartmill as my real start in the industry – I thought I would find success pretty quickly due to my experience in another sales role,” he said.

“However, what I didn’t anticipate were the relationships, renewal dates and what all I needed to do in order to build a quality book of business. Now that I am doing the things that need to be done in order to build a book, I am finding more and more success. Am I where I want to be at this point? No. But, learning from my past and fixing it for the present and future is how I know I will be able to continue to meet my goals one day.”

Teubner credits several mentors with helping him learn the business, beginning with his grandfather, Dick Teubner, SUMMER 2017

the current chairman of Rich & Cartmill. The elder Teubner was the first agent from Oklahoma to be named as chairman of the Independent Insurance Agents and Brokers of America.

At Rich & Cartmill, he counts Travis Brown, Vaughn Graham and Vaughn Graham Jr., Mark Nowell, Kyle and Kent Bradford, Larry Mitchell, Steve Poleman and Kelly Deer among his mentors.

From Vaughn Graham Sr., Teubner says he learned a particularly insightful lesson. “Early on, Vaughn Sr. told me this business is a marathon. I will never forget that because it helped me realize this is a long-term career,” Teubner says. “It’s not an ‘I-want-to-build-a-big-book-quick’ type of business.”

Outside Rich & Cartmill, his mentors have included TJ Riley with The Bramlett Agency and Will and Lisa Lemanski of Meiers Lombardini Lemanski Insurance in East Lansing, Michigan. From a leadership perspective, he considers Denise Johnson, IIAO president and CEO, an important influence. He also considers Davis an early mentor, too.

“I firmly believe you cannot make it through this industry without solid mentors. … Having a mentor is one key component of having a successful career,” he asserts.

Teubner also credits Union Standard for helping propel his career forward. “I have always had a good relationship with Union Standard, but when Wes Becknell was hired, that’s when my business with Union Standard went to the next level. Wes has proven Union Standard’s willingness to work with Young Agents to write new business, as well as their ability to look at an account and try to find a way to write it, rather than automatically declining, isn’t just talk from company executives. Young Agents are the future of our industry, and having Union Standard put programs in place to help new producers build books of business speaks volumes on their commitment to furthering our industry,” he said.

continued on page 20

POLICY 19

CAREER DESCRIBED AS ‘ONE CRAZY RIDE’

continued from page 19

As important as mentorships are, Teubner also believes it’s vital to pursue continuing education opportunities throughout one’s career.

“My grandpa once told me in order to be a great agent, you must be a student of the industry,” he says, noting that Rich & Cartmill is “a huge proponent of continuing education and obtaining a designation.

“To my knowledge,” he added, “our agency has the most producers with their CIC. That speaks volumes to a Young Agent or someone coming into our agency that education is a vital part of being an agent.”

CE is extremely important, he says, because “it allows you to hone in on your craft of selling insurance. You are able to understand more about potential coverages, endorsements, hot topics within the industry, and so on.”

Through membership in the Independent Insurance Agents of Oklahoma, service as a past chair of the Young Agents Committee and current service as vice president of the Independent Insurance Agents of Great Oklahoma City, he also has been able to further hone his communication and leadership skills – traits important to anyone working in the insurance industry.

Over the next four years, Teubner said his goals are to “make partner, continue to grow my book of business and continue to be a student of the industry, as well as continue

to give back to an industry that has given me so much.

“My biggest aspirations within the industry,” he added, “are to follow in the footsteps of my grandpa, Courtney Wood, Bobby Bramlett and now Vaughn Graham in becoming chairman of the Independent Insurance Agents and Brokers of America.”

As he transitions to the next level of his career, Teubner is satisfied he’s followed the correct career path for him.

“The rewards are endless, and as long as you put in the work, then the sky’s the limit!” he says. “But of course, I wouldn’t be nearly where I am today without the constant encouragement of my mentors.”

“Beth has stuck by my side as we began building a business and has been an integral part of the good business we enjoy today,” he said.

Outside work, Teubner and his wife of 13 years, Beth, enjoy spending time with their daughter, Dixie Mae, 5, and they are expecting a baby boy in June.

“We enjoy being outdoors as much as possible, whether that is lighting the fire pit on a nice evening, or doing yard work,” he said, adding that he also enjoys hunting, golf and watching sports. The couple also have for the past 10 years run the Reno Tournament of Champions, a high school and college wrestling tournament held in Reno, Nevada, that raises money for youth sports programs. n

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E

ver since I took office in 2011, I’ve been an active member of the National Association of Insurance Commissioners. That’s because I strongly believe in the benefits of state-based regulation. The NAIC supports that goal, protects the public interest and promotes competitive markets and solvency of insurance companies. Currently, I chair both the Property and Casualty (C) Committee and the Antifraud (D) Task Force. In addition, I am the vice chair for the Surplus Lines (C) Task Force and the Midwest Zone.

Over the past 20 years, state insurance regulators have made great strides in streamlining the agent licensing process.

These positions put me in a great position to take your concerns to my colleagues so we can work together to find solutions. At the most recent national meeting in Denver, the Property and Casualty Committee discussed recent flooding in several states and activities related to the private market writing flood risk. We also heard a presentation from the Insurance Services Office regarding its Public Protection Classification and

22 POLICY

how fire department ratings are updated and revised. Finally, we talked about travel insurance and the modernization of commercial lines rates and forms regulation.

“There is tremendous value in the important role insurance agents play in the insurance sector,” said NAIC CEO Mike Consedine. “Our work with insurance agents in creating uniform licensing standards and supporting the National Insurance Producer Registry has created a national electronic licensing framework. This has led to a more cost-effective, streamlined licensing process for insurance agents that benefits consumers, insurance regulators and the insurance industry,” said Consedine.

Traditionally, each state had its own licensing requirements. An insurance agent licensed in one state generally had to meet the separate nonresident licensing requirements in other states in order to sell in those states. As licensing requirements varied from state to state, producers had to submit the same (or similar) information each time, but in different formats or different information, depending on each state’s requirements. This imposed significant time and monetary costs on producers,

SUMMER 2017

their affiliated agencies and each state insurance adopted a uniform application for the licensing of department. insurance agents.

Over the past 20 years, state insurance regulators As you can see, the NAIC values the contributions have made great strides in streamlining the agent of the agent and broker community. If you have issues licensing process. Advances in technology have you’d like me to address with NAIC, please don’t eliminated many of the hurdles. There are currently hesitate to let me know. To learn more about the more than 2 million individuals and more than NAIC, visit www.NAIC.org. n 500,000 business entities licensed to provide insurance services in the United States. State insurance departments oversee agent and broker activities as part of a comprehensive regulatory framework designed to protect consumer interests in insurance transactions.

In 1996, the NAIC established the National Insurance Producer Registry as a nonprofit affiliate to develop and operate as a national repository for agent and broker licensing information. NIPR continues to be a vital part of an ongoing effort to streamline and modernize the various processes involved with agent licensing.

Most notably, this includes the electronic processing of resident and nonresident license applications and appointments.

In 1999, a provision in the federal Gramm-Leach-Bliley Act sought to Our exclusive market arrangement further streamline producer licensing is your competitive advantage. by requiring states to enact certain Now you have access to the world’s leading admitted and non-admitted reforms to the licensing process for carriers and exclusive markets unobtainable by another wholesale insurance agents. The enactment broker or independently. Take your agency to the next level now, email your risk to submit@midman.com. of GLBA heightened the NAIC movement to implement reforms to simplify and bring more efficiency to the licensing process. Consistent with 800.800.4007 midlandsmgt.com the provisions of GLBA, the NAIC Since 1990 marketing@midman.com adopted the Producer Licensing Model Act in February of 2000 to establish uniform and reciprocal licensing standards. In conjunction with the GENERAL LIABILITY | COMMERCIAL AUTO | EMPLOYEE INJURY BENEFITS | FARM & RANCH | PROFESSIONAL LIABILITY | SPECIAL EVENTS | OIL & GAS | MUCH MORE adoption of the model, the NAIC

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POLICY 23

COVER STORY

INCOMING IIABA CHAIRMAN

VAUGHN GRAHAM OUTLINES PLATFORM

AND RECALLS JOURNEY OF SERVICE

By Jerri Culpepper

D

Change is coming at such a rapid pace that it can seem overwhelming for any of us to grasp.

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uring his years as a member of the Independent Insurance Agents of Oklahoma leadership team, Vaughn Graham – the incoming Independent Insurance Agents and Brokers of America chairman – says two specific events stand out in his mind as turning points for IIAO. Both occurred while Graham was serving as chairman of IIAO from 2004-05. The first, he says, was when “IIAO brought together all of the interested stakeholders in our Workers’ Compensation system at the time to effect a fundamental change in the entire statute. The second concerned the specific, directed efforts of IIAO’s leadership to reach out and establish, or re-establish, personal relationships with the Legislature” to encourage them to work with the organization’s leadership on insurance-related matters.

“It’s a relationship that all of the folks who have sat in my chair and served on the IIAO exec board as officers have worked very hard to do,” he says, adding, “At the end of the day, it’s my opinion that this evolving relationship with legislative leaders has been very beneficial to all Oklahomans.”

It’s only natural that Graham would take time out of his busy work and family schedule to reflect on IIAO’s past as he begins outlining his platform as chairman of IIABA. As chairman of the national organization, Graham said one of his biggest areas of focus will be recognizing and understanding the changes that are transforming the insurance industry.

“Change is coming at such a rapid pace that it can seem overwhelming for any of us to grasp,” he says. “From a national perspective, we are laser-focused on our membership. Our national membership is comprised of Trusted Choice Independent Insurance Agents in all of our 51 state associations (including SUMMER 2017

COVER STORY Washington, D.C.). That said, the complexion of our members is evolving.

We are focused not only on retaining current members, but also on attracting the next generation, who view their career and engagement in state and national association membership through a different lens.

“The agency population is changing. Single agencies are combining with other agencies in geographic areas based on size or business models to gain size and influence with the insurance co-partners we all Vaughn Graham and his wife, Candace, took time out during a recent get-together to rely on to provide the products take a family photo. and services our clients come to us to provide for them.

There are many different business models out there, and we best of his knowledge, Rich and Cartmill is the only agency need to recognize this from a member perspective,” he says. in IIABA’s history that has had two national chairmen/ “As a national executive leadership team,” he adds, presidents. “we are also focused on offering our members products, “Courtney Wood (the second from Oklahoma to become services and assistance with which to provide them with a chairman), Bobby Bramlett (the third from Oklahoma to sustainable competitive advantage – which, at the end of the assume the IIABA chairmanship) and other Oklahomans day, enables them to remain independent. who have provided leadership at the highest levels, built a “In all that mix, we are trying to understand the solid national foundation of service and leadership that I am disruptors in our traditional insurance model that are very aware of and very appreciative of, that I am now able to coming forth every day to see how they fit in our world,” stand upon, and hopefully carry on the leadership tradition he says, listing technology as one of the chief change that they set,” Graham says. agents. “Technology,” he says, “is leveling the playing field The Path to National Office for Trusted Choice Independent Insurance Agents in the Upon reflection, Graham says his path to national office, smallest agencies to the largest national or international to which he did not initially aspire, began when he was firms, whether they are located in rural or large metropolitan elected to the board of directors of IIABA from Oklahoma, areas.” filling Bobby Bramlett’s unexpired term as Bramlett was Upon assuming the IIABA chair, Graham, CPCU, AFSB, CIC, will be the fourth independent insurance agent elected to the IIABA executive leadership committee team.

Graham then ran for and was elected for his own term, and from Oklahoma to be elected to this national office (which served as a director from Oklahoma for six years. formerly was termed president rather than chairman).

Graham was in his second term as Oklahoma’s director “IIAO as an association has been very generous in when he was approached by a number of peer directors to providing volunteer leadership from Oklahoma to national, gauge his interest in running for national leadership. At that beginning with Dick Teubner, the first president of IIABA time, Graham recalls, Bramlett was set to become IIABA from Oklahoma in 1983, and one of my business partners chairman. at Rich and Cartmill,” Graham said, noting that, to the continued on page 26

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POLICY 25

COVER STORY

continued from page 25

“Though I was flattered to be asked, initially I had no interest,” he says. “I had family commitments, I’d been active in IIAO leadership, I was a member of the board of directors of IIABA, and I was actively serving as president of Rich and Cartmill.

“It was my good fortune that they were persistent,” Graham says, laughing.

“After a while, I sat down and really started thinking about it. When I reached a point I thought I could balance all those things, I sat down and had a conversation with my wife. If she had not agreed it was a good thing, it would have stopped there. But Candace and I came to an agreement that if it was good for IIAO and for Oklahoma independent agents, I would accept the challenge and make the race.”

He admits to having “a very formidable opponent” – a director from Texas – but was elected by his fellow directors and started the process of national leadership as an at-large member of the executive committee membership team, and presently as vice chairman.

Work/Family Balance When Graham was invited to be recognized on stage at the recent IIAO 110th Annual Conference, his wife, Candace, was asked to join him and also be recognized.

It was a fitting recognition of his wife’s numerous contributions, he says.

A frequent question I’ve been asked as I travel around and visit different state associations is, ‘How do you balance it all?’ I’m very fortunate – and frankly, blessed – to have three great teams that are supportive of me,” he says.

“First is my family, and especially Candace, who has had a lot of responsibility in managing our family and kids and grandkids, and who often accompanies me on my travels.

I’m blessed to have a great support team here at Rich and Cartmill that enables me to be able to serve the national association. And then I am very fortunate to be supported by a professional, well-respected IIABA staff headquartered in Alexandria, Virginia. Candace is the head of that first team, and for me, it all starts with my family.”

The self-professed family man adds, “I don’t like missing family activities and events, whether it’s the grandkids’ school activities or birthdays or other. But there have been some occasions where it’s been impossible to be in two places at one time, and Candace is there to support them and help them understand I am there in spirit.”

26 POLICY

Vaughn Graham with Bobby Bramlett and Dick Teubner, two of the three former IIABA chairmen from Oklahoma.

Graham is thrilled that his son, Vaughn Graham Jr., joined Rich and Cartmill in 2009, and is now a shareholder and part of the agency’s younger ownership group. He and his wife, Natalie, have two sons and a daughter.

The senior Grahams also have a daughter, Hayden, and son-in-law, Tom; the couple are owners of a business based in Tulsa that serves northwest Oklahoma. They have two sons.

Graham said some of his most enjoyable times are spent with immediate and extended family at their family cabin on Grand Lake.

The Early Years If not for a last-minute change of heart, Graham might have become a lawyer instead of pursuing an illustrious career in the insurance industry.

After earning an undergraduate degree from the University of Oklahoma, Graham applied for law school.

The year was 1974, and law school applications nationwide were through the roof, thanks to the large numbers of young women and men, including those on the East and West Coasts, seeking post-graduate education in order to earn military deferments. As luck would have it, he was among the last group of students to be admitted into night classes at Oklahoma City University’s law school.

During the day, he continued working at Mid-Continent Casualty Co., where he was hired to work in the mailroom at age 16. He quickly earned promotions to claims trainee, then claims representative.

SUMMER 2017

COVER STORY “I made myself a promise that if I ever reached a point where I wasn’t in law school for the right reasons, I would not continue to hold a seat and preclude someone else who really wanted to go to law school to have that choice as badly as I thought I did,” he says.

In his second year of law school, Graham felt he had reached that point. So he sat down with his wife – they had been married about a year then – and asked her if she would support his decision to leave law school.

“A little surprisingly to me,” he recalled, “she said she would support me, but how would I support her!”

“As I had already worked for Mid-Continent Casualty Company for several years, and understood the basics of insurance, I thought this was the direction to go,” he says. “I wanted to get into the agency side of the business, and had an opportunity to become an independent agent in 1976.”

Graham says it was the right decision for him, and one he’s never regretted.

“The insurance field holds so many opportunities, not just on the agency side, but also other disciplines for people

SUMMER 2017

for whom this was not necessarily their first career choice.

Being an independent agent has afforded me the opportunity to give my family a good standard of living, and also to give back to the Tulsa community, which has been very supportive of me.”

Graham joined Rich and Cartmill in 2003 through the merger of the insurance agency of which he had been a principal since 1989. His commercial business has focused in areas of construction insurance and bonding, constructionrelated risks, energy, physician and medical related, and other types of commercial risks.

In addition to serving in the leadership roles described earlier, Graham has served his profession as president of the Independent Insurance Agents of Greater Tulsa and as chairman of the Independent Insurance Agents of Oklahoma Young Agents Committee. In the Tulsa community, he is a member of Leadership Tulsa and the Rotary Club of Tulsa and is a volunteer mentor to students of Celia Clinton Elementary School. n

POLICY 27

FEATURE

STOP POSTING ON FACEBOOK.

TRY THIS INSTEAD...

by Sydney Roe

L

et’s be honest. Sometimes it feels like social media and insurance are like oil and water. You post and post and post, and no one seems to hear anything. Like when you ask your kids to do something while they’re watching Netflix (Parent = 0, Netflix = 10).

That’s partially because Facebook Business Pages are on a pay-to-play system, meaning they don’t typically appear in people’s newsfeeds unless you pay Facebook some moolah.

And it’s partially because people are on social media to be entertained … and insurance isn’t really … uhm … entertaining. So, it gets tuned out.

Then, how did a two-person formerly-captive agency in Hendersonville, North Carolina, find success on social media?

Two words: Facebook Groups.

Jared and I chatted digital marketing for a solid 45 minutes. We talked about Google Local, SEO, Adwords, Snapchat, etc. But what really caught my attention was his social media strategy revolving around Facebook Groups.

Why? Because he wasn’t focused on posting. He was focused on connecting.

Ok, I want to pause real quickly and chat about this idea of connecting. While posting is focused on using Facebook as a platform to blast your message (and hope someone hears you and then acts on what they heard), connecting is different.

Why Facebook Groups Can Be a Local Agent’s Secret Weapon The reason many businesses enter the world of social media is to try and reach a larger audience: to, in a sense, “go viral,” even if only on a local level. Most businesses rely on posts, aka 2017 billboards, to trigger some local virality.

But like we discussed before, unpaid Facebook posts don’t have much reach.

If you’ve ever read “The Tipping Point” by Malcom Gladwell, you know about his attempt to codify virality.

Granted, Malcom didn’t give us “The Most Perfect Facebook Roadmap of All Time” – heck, he published “The Tipping Point” before internet virality was really a thing (smart guy, right?) – but what he does give us is a new way of thinking about how virality is triggered.

Typically, we think of virality very linearly; Bill finds something cool and he tells Jo who tells Sally who tells Martha who tells Hannah, etc., until a bunch of people (besides your mom and grandma) know. But actually what Malcolm found 28 POLICY

is that virality requires Connectors. Connectors are people who know a TON of people and love connecting them. So, Bill knows Jo, Sally, Martha and Hannah. Once Bill finds something cool, he tells all of them at once. The beginnings of …virality.

While in the early 2000s “The Tipping Point” limited the role of Connector to an actual person, 2017 has digitized the role of Connector. You see this all the time scrolling through your Newsfeed. Videos that have millions of views peaked because they were shared by a social hub, like BuzzFeed or CollegeHumor.

Facebook Groups act in the same way on a smaller scale.

For the small business, a Facebook Group is a local social hub, a digital Connector. Engaging inside it can potentially trigger a sort of virality.

Jared Bellmund is a perfect example of this. He joined “the local yard sale Facebook Group, the Henderson County Business Networking Facebook Group, Hendersonville Rugby Facebook Group,” etc. When he sees someone ask an insurance-related question inside one of the groups and responds to it, he’s marketing to everyone inside the group … not just the one person who asked the question.

Even better, Jared has asked friends of his who are already established inside these groups to tag him in insurancerelated posts. That allows him to leverage the social credibility of his friends in responding to someone’s question or concern.

“It doesn’t take too long,” said Jared. “I just lightly monitor those groups, ya know, when I’m checking Facebook, and when I see someone say something like ‘my insurance didn’t cover this’ or ‘where do you guys get health insurance,’ I’ll ask a friend to quick tag me in it.”

Stop posting on Facebook I’m being half serious.

Don’t stop posting on Facebook altogether, but do try expending some of your posting energy on Facebook Groups and see what happens.

One agent from a two-agency shop with no CSRs and no account managers in Hendersonville, North Carolina, tried it.

And killed it. n Sydney Roe is the digital content manager for TrustedChoice.com. She’s also a licensed Florida insurance agent. As a passionate advocate for the agency channel, she’s constantly working to help agencies learn how to make the internet work for them. Connect with her on Facebook and LinkedIn!

SUMMER 2017

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IIAO held its third awards presentation during its 2017 Annual Conference in Norman. Seven industry leaders were recognized for their professionalism, contributions to Independent Insurance Agents of Oklahoma, and community involvement.

Agent of the Year

Young Agent of the Year

Underwriter of the Year

Travis E. Brown, CIC, CRM, CRIS

Rene Hernandez

Gary Berkovsky, CIC

Rich & Cartmill, Oklahoma City

Cole Paine & Carlin, Oklahoma City

CNA Insurance, Oklahoma City

Agency Staff Member of the Year

Lynn Power, ACSR Cole Paine & Carlin, Oklahoma City

Company of the Year

CompSource Mutual Insurance Co., Oklahoma City (Jason Clark accepting award)

30 POLICY

Marketing Representative of the Year

Susan Cox, CIC, AIS, AU National American Insurance Company, Chandler

Brokerage Company of the Year

Westphalen Insurance, Edmond (Jeff Westphalen accepting award)

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CONFERENCE SNAPSHOTS

Take a “photo walk” through the 110th IIAO Annual Conference, held on May 9 and 10 with a golf tournament at The Trails Golf Club and remaining events at the Embassy Suites Norman.

The conference was filled with social and networking events, outstanding sessions and a wonderful trade show.

All eyes were on the stage for day two – from Sam Glenn’s session on “Attitude,” Nancy Gunter on generational differences, to the Pillsbury House Theater group’s presentation on diversity – an extremely welldone and thought-provoking performance.

At the end of the second day, agency and company members came together for a beautiful cocktail reception and banquet honoring Vaughn Graham, president of Rich & Cartmill and the incoming IIABA chairman.

During the banquet, speakers included Oklahoma Insurance Commissioner John Doak and IIABA Vice Chairman Joe Leahy.

Mark your calendars for next year’s Annual Conference, scheduled for May 8 and 9 at the Embassy Suites Norman.

Staff members from Rich & Cartmill in Tulsa and Oklahoma City attended the reception and banquet in honor of their president, Vaughn Graham, incoming IIABA chairman.

32 POLICY

SUMMER 2017

SUMMER 2017

POLICY 33

CONFERENCE SNAPSHOTS

34 POLICY

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NEWSMAKERS

“Heart” Walkers Staff members from CNA, Patriot Underwriters, Omega Insurance and ECI Insurance, along with some of their family members, joined IIAO staff and their family members for the American Heart Association Heart Walk on April 9 in downtown Oklahoma City. Donations from T-shirt sales alone raised $500 for the AHA, and that number increased dramatically as team members took personal pledges to contribute to this worthy cause.

And the Check Goes to...

In Memoriam In recognition of these individuals who recently passed away but left their legacies in our industry.

Jim Watson, Tip National, LLC, on April 3, 2017

During the FFA Oklahoma State Convention, member Chris Floyd, Brown & Brown, Pryor, IIAO executive committee member, presented the Trusted Choice Gold-Level sponsor check to FFA members. IIAO has sponsored the state convention for eight years. Additional thanks to the members who staffed the IIAO booth during the two-day career fair during the convention. Just prior to the conference, FFA members stopped by the IIAO office for a visit with our board members.

Janet Rogers (retired), Mid-America Inc., on April 4, 2017 Don Burke, Dillingham Insurance, on April 18, 2017 Johnny Stone (retired), Howell-Stone Insurance, on May 5, 2017 Be a Newsmaker | What’s happening in your organization?

Celebrating an anniversary, opening a new branch, or have a staff member who has received an outstanding award? Send us your 36 POLICY

news, along with a photo and your logo, so we can recognize those achievements in our POLICY magazine. Please contact Cathy Cinotto at cathy@iiaok.com if you have questions.

SUMMER 2017

IIAO New Members AGENCY MEMBERS The Larry Bush Agency Lawton Contact: Larry Bush ACICP, LLC Tulsa Contact: Sue Chimento

Congratulations to Jeff Clymer Jeff Clymer, a veteran insurance executive, has joined Sterling Management Group as an executive producer.

“We’re delighted to have Jeff Clymer on our team.

I’ve known him for years, and he enjoys a stellar reputation in the industry,” said co-owner Roger Rock.

Jeff founded J. Nichols & Co., a commercial lines insurance agency. He began an affiliation with Rich & Cartmill, eventually becoming a partner in that organization.

He is a member of IIAA of Greater Oklahoma City, IIAO and IIABA. He holds the Certified Insurance Counselor designation. He and his wife, Shari, and their daughter Sarah live in Edmond and are members of North Church.

ASSOCIATE MEMBERS ICW Group Round Rock, Texas Contact: David Alston Land Enterprises Roofing Oklahoma City Contact: Kirsten Land Stonetrust Commercial Insurance Co. Baton Rouge, Louisiana Contact: Mike Sullivan Heartland General Agency Oklahoma City Contact: Chad Mock

TnT Insurance Group, LLC Afton Contact: Tommy Pemeticky Legacy Wealth Advisory Group, LLC Edmond Contact: Phil Nichols Risk Transfer Partners Dallas Contact: Chris Scott Trilink Restoration Services, LLC Oklahoma City Contact: Rebecca Wilson United Heartland Fort Worth, Texas Contact: Michelle Lee

SUMMER 2017

POLICY 39

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