POLICY FALL 2020 by BIGiOK

POLICY FALL 2020

Oklahoma’s Magazine

Incoming Big I OK Chairman

SETS LOFTY GOALS

2019 Full Page TOGETHER WE’RE BETTER

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FALL 2020 | VOL. 62 NO. 22 EDITORIAL STAFF PUBLISHER Denise Johnson, CIC

MANAGING EDITOR Jerri Culpepper GRAPHIC DESIGNER Brandy Akbaran

PROFESSIONAL STAFF

PRESIDENT/CHIEF EXECUTIVE OFFICER Denise Johnson, CIC CHIEF OF STAFF AND OPERATIONS Josh Reasnor DIRECTOR OF MARKETING AND COMMUNICATIONS Courtney Bloom WORKERS’ COMP PROGRAM ACCOUNT MANAGER Susan Starr WORKERS’ COMPENSATION SERVICE ACCOUNT MANAGER Kortney Wahkinney DIRECTOR OF SALES, EVENTS AND NEW MEMBERSHIP Shania Slavick SPECIALTY LINES PROGRAM ACCOUNT MANAGER Cindy Munden, CISR CONTINUING EDUCATION AND PROFESSIONAL DEVELOPMENT COORDINATOR Kacee Schier WORKERS’ COMPENSATION CUSTOMER SERVICE AGENT Jeanette Madrid

POLICY is the official publication of the Big I OK. 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 Big I OK Publications Committee. 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 www.bigiok.com

FALL 2020

COVER

COLUMNS

24 INCOMING BIG I OK CHAIRMAN SETS LOFTY GOALS

4 THE ART OF PIVOTING Chris Mosley, Chairman

FEATURES 28 NEWSMAKERS

7 ASSOCIATION NIMBLE IN FACE OF ONGOING PANDEMIC, OTHER CHALLENGES Denise Johnson, CIC

30 EDUCATION CALENDAR

12 A GOOD TIME TO GET BACK TO THE BASICS Tom Cooper

31 CONFERENCE SNAPSHOTS

17 RESET AND REFOCUS Candice Richardson 19 PROUD TO CARRY THE TORCH AS STATE NATIONAL DIRECTOR Chris Floyd, CIC, CRM 20 AMPLIFY THE IMPACT Sara Bradshaw Ray, CIC 22 PREMIUM RELIEF PROGRAMS SAVE OKLAHOMA DRIVERS OVER $164 MILLION AMID COVID-19 Glen Mulready POLICY 3

THE ART OF PIVOTING

New Big I OK Chairman Says Rising to Today’s Challenges Requires New Skill Set

Chris Mosley, CIC

CHAIRMAN

id you ever have one of those “holy smokes” moments, one where you never imagined you would be in? Well, I am here. It was the summer of 2017, and I received a call from Phil Eitzen. He was calling wanting to know if I would like to sit on the executive board of the Independent Insurance Agents of Oklahoma. Our agency having been a member for decades, a current user of the IIAO’s insurance programs and taking full

With all these changes taking place, I have come to learn that life is very dynamic and that learning a specific skill will bring success. That is skill is the ability to pivot. advantage of the education opportunities that the Association offers; how could I refuse? I felt the call to do so, to represent my fellow agents. So today I write my first article, right dead smack in the middle of a pandemic, learning a new position as well as learning how to navigate the industry where Zoom is normal and shaking hands is taboo. Every day we are challenged with new opportunities for overcoming obstacles. Some decisions are simple: one creamer or two in the coffee? Others can be a bit trickier, like how to run an office remotely, or creating avenues of communication with fellow employees, maintaining a

4 POLICY

solid working relationship with the client, and keeping a working relationship with underwriters, while working from the kitchen table. With all these changes taking place, I have come to learn that life is very dynamic and that learning a specific skill will bring success. That skill is the ability to pivot. A Pivot is when a player maintains one foot having contact with the ground without changing its position on the floor and utilizes the other foot to rotate his body to improve position. It is a flashback to my junior high basketball days. While not being blessed with great height, or talent, pivoting became a forte. Always keep moving while anchoring one foot on a solid foundation, all while protecting the ball and looking upward for that critical play. I have mentioned to others that my goal is not just to be a peddler of an insurance product, but to become one as an adviser and help remediate risk of the client, to build a skill set from education and practice to provide different avenues of risk avoidance for our valued customers. Enabling them the opportunity to grow their business without placing themselves in harm’s way. While not every risk is insurable, we can at least provide a vehicle to avoid the catastrophic.

FALL 2020

We Do Business the Honest, OldFashioned Way. All this is a virtual pivot. We must place our foot on a solid education. The IIAO offers great opportunities for just that. We offer courses in CISR, CISR Elite, CIC, CRM courses, Flood, Ethics, Earthquake … and the list goes on. You can take basic courses to renew a license or you can take the challenge to build your arsenal with knowledge by signing up for those courses that are more challenging, taking you one step closer to being an advisor as opposed to fulfilling orders. I have yet to hear someone state, “I learned too much,” and it is unfortunate to be on the end of a “wish I had known that.” The association is here to avoid those two situations.

No answering services. No phone screeners. Just us, helping you place your difficult risks. When you call Specialty Insurance Managers, we actually pick up the phone to talk with you. Call us old-fashioned, but that’s just the way we like to do our business.

• Phone Quotes • Increased Commissions • Fee Sharing • Friendly Service

As we build our education base, we also have the opportunity, through the use of the Big I, to consult with others on ways to improve our agencies’ operations via technology. The Association is here to help make you better by the relationships that have been created with third-party vendors endorsed by the IIAO. Everything the Association focuses on is to make its members better; we focus on our members to become the trusted advisor of their clients. Keeping the one foot on the foundation of education, the agent is then able to pivot to the ever-changing world around them, always keeping focus on upcoming challenges while maintaining a strong foothold on security measures.

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Insurance So, as the world throws challenges in ourSpecialty direction, we can pivot our direction to avoid being stopped and Specialty having Insurance Managers the ball stripped from our hands. Always remember the IIAO is here to help you pivot. I look forward to representing my fellow agents for the upcoming 2020-2021 year. n

FALL 2020

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POLICY 5

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ASSOCIATION NIMBLE

IN FACE OF ONGOING PANDEMIC, OTHER CHALLENGES

t’s hard to believe that March was only a few months ago. … It seems like years. So much has changed!!

Every meeting and trip that I had scheduled has been canceled. (It’s hard to explain to “COVID-19” that this is the year that we are celebrating our 40th wedding anniversary and we can’t go anywhere…). Now, all of our meetings are virtual and we see each other in tiny squares on the computer screen. I still go to as many meetings as before but now they are all from the comfort of my office. Is it better? I’m not sure. … I like people and I like being with them “for real” but if this is how we live life for a while, I can deal with it. COVID-19 has brought many changes into the Association and we’ve had to be nimble in all of our decisions. We just updated our A/V equipment to implement live streaming for our classes. The responses have been extremely positive, and we can now offer classes easier than ever before. We also moved our conference (which had originally been scheduled in April and rescheduled to August) to a virtual format. At first I was hesitant, but there are so many benefits of an online platform. More of our members have the opportunity to attend and see what we have to offer. It’s also a great opportunity for our Partners to showcase to more people than ever before. Despite a worldwide pandemic, I’m rather excited about the future. Our Board just updated the Strategic Plan and we feel we’re on track to keep up our improvements. We are focusing on our members and the benefits they get from being part of BigIOK. Here are a few things that more than pays for your membership: • Trusted Choice Marketing Reimbursement https://agentresources.iiaba.net/. This program reimburses you a portion for your marketing needs. • Access to the Largest Insurance Agents E&O Program. • ACORD Form Licensing Agreement – Starting Jan. 1, 2020, Big “I” members with annual P&C gross revenue of less than $50 million began receiving a complimentary license to use ACORD forms. FALL 2020

• Trusted Choice COVID-19 Relief Fund – This fund was established to Denise Johnson, CISR, CIC provide critical relief PRESIDENT/CHIEF to independent EXECUTIVE OFFICER insurance agencies and brokerages and their owners and employees experiencing economic disruption or loss or financial distress as a result of the COVID-19 pandemic. It is with great pleasure to note that Chris Mosley had stepped into the chairman position with BigIOK. Chris has been an active supporter of this organization for many years and has served on the board more than once. Chris brings an energy to the board as he juggles all of his various duties, including being the mayor of Chickasha! Jeff Burton now steps into the position of immediate past chairman. Jeff has been a steadfast influence for the board over his years of service. We will continue to utilize his expertise for years to come. Gerald Keeton has served as our IIABA state director for the past six years and has done so with incredible grace and fortitude. He and his wife, Judy, are big fans of this association and have devoted many years to its success. Please be sure to let Gerald know how much we appreciate his service! Stepping into the new role of the IIABA state director will be Chris Floyd. Chris has quite a history with the Association, serving as Young Agent chairman, State Chairman and now sitting on the IIABA Board of Directors. I feel that Chris will bring a unique insight to the board with his expertise in large and small agencies. I’m looking forward to working with him to make our industry better. All in all, our Association is doing well! You could not be in a better industry at any time. Be sure to take advantage of the many products and services that we offer and feel free to contact me with any of your thoughts or ideas. n

POLICY 7

From buttons to bread EMC has it covered. EMC Insurance Companies offers comprehensive coverage tailored to the needs of 98 different types of light manufacturers producing everything from buttons to bread to electronic components. This line offers optional coverage for manufacturers and delivery errors or omissions, plus employment practices liability. Certain coverages are even bundled automatically — meaning whatever your clients make, EMC makes insuring their businesses easier.

OkPAC CONTRIBUTORS OkPAC is Big I OK’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.

Jeff Burton Mark Carlin Rebecca Easton Eitzen Family Trust Vaughn Graham Jr.

Denise Johnson Gerald Keeton Jeff Lee Avery Moore* Chris Mosley

2020

Kathy Reeser Lori Reynolds Michael Ross Phillip Smith Joe Strunk

Ty and Erin Surber Taber Brokerage

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.

Jennifer Beale Kent Bradford Robert “Bob” Bramlett Jr. Travis Brown Debbie Burton Michael Cole Scott Cornelius Vicky Courtney Terry Cupp* John Dillingham

2020

David Eaton Philip Eitzen Chris Floyd Vaughn Graham Vaughn Graham Jr.* Austin Greenhaw C. Ross Harris John Hester Tony Holmes Jennifer Horton

Denise Johnson Gerald Keeton Mark Long R. Bruce Magill Patrick Mandeville Mark McPherson Kelly Miller Sheila Morford Steve Poleman Kathy Reeser

Arthur “Drew” Rickets Michael Ross Jane Seals Nicole Schwarz* Richard Shaw Richard Teubner Brad Warwick Tamara Watson

Contributions as of 7/24/2020. Only gifts of $100 or more are listed, except for Young Agents, whose contributions of any amount are listed. Young Agents are denoted with an asterisk.

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

VIRTUAL ANNUAL CONFERENCE “BIG I COMMUNITY: STRONGER TOGETHER” SEPTEMBER 23-24, 2020 FREE FOR MEMBER AGENTS For more information and to register, visit www.bigiok.com. FALL 2020

POLICY 9

Independent Insurance Agents of Oklahoma P.O. Box 13490 | Oklahoma City, OK 73113 P: (405) 840-4426 | F: (405) 840-4450 | info@bigiok.com

INSURE YOUR FUTURE!

By making a contribution to OkPac, you are investing in the future of independent insurance agents across Oklahoma. Please note: All contributions must be made by PERSONAL check or PERSONAL credit card. Company or Agency accounts cannot be used. CONTRIBUTOR INFORMATION Name: Agency:

Occupation:

Address: City:

State:

Phone:

ZIP:

Email:

Count me in! I want to INSURE MY FUTURE with a personal contribution to OkPac at the following level/amount: (select one) $5,000 - Millenium Level $2,500 - Platinum Level $1,000 - Centennial Level $500 - Gold Level

$250 - Pioneer Level $150 - Founders Level $100 - Young Agent Level Other: $______

I am including a PERSONAL check made payable at OkPac. I will submit payment online via https://okpac.epaypolicy.com National Support: I want to INSURE MY FUTURE on a national level with a personal contribution to InsurPac in the amount of: $________ I am including a separate personal check made out to InsurPac. Please process my credit card. (Note: Card information may not be provided for OkPac.) Credit Card Number: ____________________________________ Expiration Date: _______ Name on Card: ______________________________________________ CVV: __________ Contributions or gifts to InsurPac and OkPac are not deductible as charitable contributions for purposes of federal income tax. Federal and State law require IIABA and BIG I OK 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. 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: 10 POLICY

Date: WINTER 2015

BIG I OK LEADERSHIP CHAIRMAN Christopher K. Mosley, CIC Mosley Agency Inc., Chickasha

CHAIRMAN-ELECT Stewart L. Berrong, CIC, CRM Ed Berrong Insurance Agency Inc., Weatherford

TREASURER Jerrad Coots Burrows Agency, Claremore

SECRETARY Vaughn Graham Jr., CIC Rich & Cartmill Inc., Tulsa

STATE NATIONAL DIRECTOR Chris S. Floyd, CRM, CIC Brown & Brown Insurance Professionals, Pryor

IMMEDIATE PAST CHAIRMAN Jeff Burton, CIC, CPCU, CRM INSURICA, Oklahoma City

DIRECTOR at LARGE Scott Cornelius ECI Agency, Piedmont

DIRECTOR at LARGE Kathy Reeser VIP Insurance, Edmond

COMPANY LIAISON Mark Gruber CompSource Mutual

DIRECTOR at LARGE Vicky Courtney Ricketts Fennell & Assoc. Tulsa

YAC CHAIRMAN Candice Richardson Sullivan Insurance Ardmore

MGA LIAISON Phil Lyons Graham-Rogers Inc., Bartlesville

BIG I OK MISSION STATEMENT As the new voice of the independent agents of Oklahoma, Big I OK promotes and provides education, legislative advocacy, innovative concepts and practical solutions, and community and career opportunities.

ABOUT BIG I OK Big I OK 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. Big I OK 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, BIG I OK 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. Big I OK policy is set by a board of directors elected at the annual conference. Policy is implemented by a professional staff located in Oklahoma City. BIG I OK’s

mission is carried out through a variety of programs designed to enhance the business of independent insurance agencies. Big I OK is an active advocate on behalf of independent agents before legislative, regulatory and judicial groups in Oklahoma and at the federal level. Big I OK is affiliated at the national level with the Independent Insurance Agents and Brokers of America with offices in Alexandria, Virginia, and Washington, D.C. Big I OK 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.

A GOOD TIME TO GET BACK TO THE BASICS

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

gents are, unfortunately, guilty by association. If an insurer gets sued for an unpaid claim, the agent is often dragged into the mix, even though the core issue is nothing more than a dispute between the insurer and the insured as to the value of the claim under the very type of insurance policy the insured/customer wanted. The ripple effect of the COVID pandemic is still developing. Shrewd plaintiff lawyers in Oklahoma and elsewhere will continue to adapt and

I believe it is only a matter of time before some Oklahoma agents start getting dragged into COVID-related disputes between the insurer and the insured. And when that happens, the agents who are covering the basics will be better equipped for an early exit from a lawsuit. improvise in an effort to help insureds find creative arguments in favor of coverage for COVID-related economic losses, even though in most if not all cases there has been no foundational “property damage” to trigger business income coverage. Many commercial insureds are still calculating the scope and extent of their losses and are trying to determine

how to best push for some degree of coverage. I believe it is only a matter of time before some Oklahoma agents start getting dragged into COVID-related disputes between the insurer and the insured. And when that happens, the agents who are covering the basics will be better equipped for an early exit from a lawsuit. As many of you may recall, the standard of care for insurance agents in Oklahoma (in other words, the measuring stick to determine whether an agent committed professional negligence) is fairly low. You have a duty to properly procure the types and amounts of insurance requested by your customer. You do not have a duty or legal obligation to offer advice or counseling, or to act as a “risk manager” for your customer. And if the best a customer/insured can allege against an agent after an unpaid (or underpaid) loss is that the customer asked the agent for “adequate protection” or “full coverage,” that type of allegation does not pass muster under Oklahoma law. Aside from the unlikely scenario in which an agent and customer actually had a specific discussion – during the procurement stage – about coverage for economic losses during a pandemic, most claims/lawsuits against agents will be vague and general in nature – i.e., “I expected to be covered for loss of continued on page 14

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FALL 2020

“We guard our clients. But who is looking out for us?”

“Your fellow agents are.

Running the largest locally-owned risk services and insurance ﬁrm in Central Texas keeps me busy, but I also make time for a volunteer job that truly matters to me.

[Photo of Mr. Harrison]

As chair of the Big ”I”

Professional Liability Committee, I work with a group

William E. Harrison, Jr. comprised of your fellow agents and President, Texas Associates, S.A. association staff that meets with one common goal: to oversee and advise the Big “I” Professional Liability Program, ensuring that our voice is heard and that agent interests are represented in the ongoing management of this key member bene�it.

Not many Big “I” members are aware of this committee working on your behalf, and indeed it is unique in the industy. No other professional liability product in the marketplace is benetting from formal, direct agent input.

But our program surely has. From speciﬁc coverages that have been added to enhance the exclusive Big “I” policy form to maintaining long-term program stability and availablity, our voice has and will continue to be heard through this partnership, and the result has been the continued success of the Big “I” Professional Liability program, the strongest and most stable program in the nation.

As agents, we do everything in our power to ensure our clients are protected. We thought you might like to know that when it comes to protecting your agency, your livelihood, in many cases your very family’s future–that your fellow agents have got your back.

To receive a proposal, contact your state E&O program manager. Visit www.iiaba.net/EOContact.

A GOOD TIME TO GET BACK TO THE BASICS

continued from page 12

income because I told my agent I wanted full coverage for anything that might happen, and price was no object.” If I were to draw the defense of such a claim, I would be optimistic for an early departure from the case, as long as my client had not done or said something to broaden or increase the standard of care along the way. What actions or statements can jeopardize the defense? Here are two key areas worthy of a reminder. Website hyperbole. I’ve written and given seminars on this topic for years, but I keep repeating it because I keep seeing situations in which an agent with a very defendable claim happens to have a website which promises to “develop a custom plan” for the customer, or to “evaluate the customer’s risks and choose the appropriate coverage,” or to “counsel” the customer as to what types and amounts of insurance products to purchase. I personally believe that statements such as these do not result in more business for an agency, and

that an agency can do just as well even without putting in writing all the extraordinary and wonderful things that will purportedly be done for a customer. If you put in writing (in the form of a website or otherwise) that you are going to provide “risk management” services to a customer, you are going to be held to that standard. Documenting communications with customers. When facing the prospect of a large uncovered loss, some customers suddenly remember a pre-policyprocurement phone call or personal meeting in which the agent allegedly made certain representations about the types of claims that would be covered under the policy. If you and your staff are diligent about documenting all substantive communications with customers, the lack of a memo or activity log entry in your file is very good evidence that the call or meeting never happened. n

Phone: 405.840.9393

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Toll Free: 800.299.1951

YourOGA.com

FALL 2020

We would like to thank our 2020 partners for their continued support of our association!

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FALL 2020

POLICY 15

Honorary Member: Denise Johnson, President & CEO of Big I OK

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FALL 2020

RESET AND REFOCUS

his year has allowed us to reexamine what is important and how we can make a difference in our communities and with our families. We, as a group, are committed to find ways for our Young Agents to be active and engaged with others. While we wanted to have a conference that was in-person, out of abundance

SAVE THE DATE UNG 2020 VIRTUAL YO CE AGENTS CONFEREN

Candice Richardson

YOUNG AGENTS COMMITTEE CHAIRMAN

This year’s virtual conference will be held on Oct. 29, and it will be offered free to all participants. of caution we have moved it to a virtual conference. This year’s virtual conference will be held on Oct. 29, and it will be offered free to all participants. There will be CE included. We have a great lineup of speakers scheduled for that day. Since we have shelved our Lunch Bunches and Happy Hours for the remainder of the year, the committee is working together to find ways to meet virtually over the remaining months of 2020. We are continuing to collaborate and strategically plan for 2021 and beyond to make our industry and committee a source of innovation.

THURSDAY, OCTOBER 29, 2020 FREE FOR MEMBERS

FALL 2020

Please feel free to reach out to me any time and share any thoughts you may have or concerns, as we want to do what we can do be transparent. Stay safe, and we will see you at the Young Agents conference around the corner. n

POLICY 17

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PROUD TO CARRY THE

TORCH AS STATE NATIONAL DIRECTOR

irsts, it’s an extreme privilege to be now serving as your new IIAO state national director. I am very grateful for the confidence that the IIAO Board and its members have placed on me to carry the torch in this role. Many thanks to Gerald Keeton, who has served our association in this capacity for the past six years, and for the many years before that he selflessly served to make our industry better. I have been contacted recently by several other state directors across the country, and all of them have many great things to say about Gerald. SO, I have some big shoes to fill and take the challenge with great honor. My goal is to represent you and our state association at the national stage, to coordinate and communicate opportunities that our national association, IIABA, brings to the table as an integral partner in our journey to become stronger and more relevant for our customers and clients. The IIABA (Big “ I “) has a pretty straightforward mission: … “strives to provide independent insurance agents and brokers with a sustainable competitive advantage in the insurance marketplace by equipping members with tools and resources, and advocacy and support, to maintain excellence in business and customer service.” The products, services and resources provided by the Big “I” (IIABA) are more than most members realize. I highly encourage you to visit the website for a quick review at www.independentagent.com to find the right solutions for your agency.

SUMMER 2020

Chris Floyd, CIC, CRM

STATE NATIONAL DIRECTOR

My goal is to represent you and our state association at the national stage... Even if you think your agency is well equipped with all the resources it needs, there is one thing we can all agree on. The Big ‘I” provides significant importance to each of our agencies and livelihoods through the Governmental Affairs work and advocacy it provides for our members. More than ever, our voice needs to be heard to protect our businesses and way of life. The Governmental Affairs of the Big “I” is doing great work and advocates for you in the halls of Congress and fights against harmful legislation that can damage or destroy your business and livelihood. Your engagement makes this effort even more effective, and I highly encourage you to get involved. Please join me in this effort with any ideas or recommendations to build a stronger association for our members. n

POLICY 19

AMPLIFY THE IMPACT

Sara Bradshaw Ray, CIC BIG I OK TRANSFORMATIONAL LEARNING COACH

espite what we all might like to believe, wish or even dream of, our world (regardless of how you define that word) is still going to be some measure of “virtual” for days, weeks and months ahead! We can gripe, grumble and even run in the opposite direction, but those who choose to grab this bull by the horns and ride it for all it has to offer are the ones who are truly going to capitalize on a number of opportunities. So, don’t be afraid to take your online experience to a whole new level! I’ve been teaching, coaching and consulting online for close to 10 years now, but even so, the challenges of our almost

Try these tips to help enhance focus and reduce frustration. overnight transformation and the resulting COVID online overdose presented new hurdles for me to clear as well. Our Continuing Education and Professional Development team quickly embraced the opportunity to convert our early stage CISR classes to an online platform, we vetted top-quality video learning topics and successfully qualified over 100 hours of video courses for continuing education credits through the Oklahoma Insurance Department. Just in the last few months, our CEPD team got the opportunity to pioneer the simulcast classroom experience for The National Alliance CISR and CIC

20 POLICY

programs – which were both HUGE hits! The simulcasts included the same worldclass subject matter experts you’re used to seeing who love to interact with the onsite participants (in a COVID-friendly classroom) AND an entirely virtual group of participants watching, listening, taking notes and even asking questions … all from the comfort of their home, private office, or anywhere they chose to “attend” the class! Our team worked hard to pre-think how to set up our participants (both onsite and online) for success. We know that everyone is experiencing unprecedented “Zoom Fatigue” as a result of all the virtual meetings, eCheck-ins and even “quarantinis” that became so popular during the early stages of our COVID lockdown, yet we realized there are still things we can all do to amplify the impact of our online experience, whether of an eLearning or just a simply staff meeting to stay connected with the people we work with or for. Consider for just a few more minutes the following “best practices” we’ve discovered to help you amplify the impact of whatever your online experience is and see if it doesn’t help raise your engagement and the overall outcome of the endeavor. Check your Tech: The biggest challenge we’ve seen with our online meetings is that the participants haven’t made certain their electronic setup meets the needs of the platform they’re using. You can go a long way to solving problems before they happen by simply re-starting

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your system every morning before you begin. Make sure your high speed is running at the prescribed level for the online platforms you’re using. Lots of time we discover that bandwidth is the prime culprit for frozen screens, choppy audio and all kinds of other cyber-demons that are lurking around. Focus on Active Engagement: In our multiple screen worlds, even at home, we’ve become class-act multitaskers, or at least we think we are. Productivity gurus tell us, however, that with each additional task we try to accomplish while juggling another, we reduce our IQ by 2-3 points. Resist the lure of other things that will diminish the value of your online experience by focusing on actively being engaged in the event you’ve likely paid good money to attend, or at least honor the value of the others on the meeting with whom you’re interacting. If you are leading a virtual meeting, take advantage of polling opportunities within the virtual platform to seek input and allow for group feedback. Many of the video platforms allow for breakout “rooms” where groups can be virtually divided for small group conversation before rejoining the large group presentation. Set the Stage for Success using Nonverbal Enhancements: We’ve all been in those virtual meetings where it is easy to lose focus, become frustrated with multiple simultaneous voices from the gallery and the general chaos that can result. Try these tips to help enhance focus and reduce frustration. Body language aids in communication but think how often we set our camera to zoom in a “shoulders up” shot. Pull back the camera so that you provide a waist-up view – thereby allowing for hand motions and body language to contribute to your messaging. Trouble with everyone trying to talk at once? Instruct your attendees to raise hands or use that function in the video app – and wait for facilitator invitation to speak after the individual has “unmuted”. Want to raise the group’s engagement? Have the audience acknowledge agreement with “thumbs up” or clapping or other visual signals as you engage with questions inviting responses.

up for success and so you don’t miss attendance verification polls because you forgot to go fill up your coffee. Embrace “Different”: Just like change is hard, change is also good sometimes. COVID has shown us that “different,” while it is in fact different, can still be good … even better. We’re all having to embrace this new and different world, but it’s not all bad, it’s just different and it’s getting better every day! Grab a couple of these best practices to amplify the impact of your distance learning, a daily team check-in or a major client pitch by simply embracing this new “normal”, regardless of how long it might be in our midst. Your CEPD team at the Big I of Oklahoma is working diligently to bring you the most up-to-the-minute experience in distance learning to continue bringing our state world-class professional development and continuing education opportunities. Our association’s vision is to support and raise the bar of expertise in our industry statewide and nationally. Let us know how we can help you with your staff development, group learning needs, licensing exam preparation, even executive coaching by emailing us at education@bigiok.com. It’s truly our pleasure to serve you! n

Keep your Routines: Just like you would during a day or two-day onsite class, use the breaks just like you normally would to get up, walk around, grab a fresh cup of coffee and a healthy snack. Too often we’re trying to finish up that last email or return one more phone call and totally forget to get up and stretch our legs, which helps us continue to be engaged at a high level in the online meeting. Sure, the line for the restroom is a breeze in your “virtual learning center” (aka your home or office), but don’t forget to set yourself

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POLICY 21

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n April, the Oklahoma Insurance Department issued bulletins requesting insurance carriers operating in Oklahoma to provide flexibility and possible relief options for Oklahoma consumers during the COVID-19 pandemic. In response to OID’s request, many automobile insurance companies announced refunds, dividends, credits or other appropriate premium adjustments to their customers as the industry saw fewer accidents and insurance claims.

I appreciate the insurance industry for continuing to step up and work with us to put money in the hands of consumers when they need it most. As a result, 99 Oklahoma property and casualty insurance companies have submitted some form of relief filings to OID since Gov. Kevin Stitt’s State of Emergency, announced in March. To date, the estimated savings in premium relief and reduced future premiums to Oklahoma consumers is over $164 million. More than 1.8 million policyholders will save an estimated $91 per policyholder.

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I appreciate the insurance industry for continuing to step up and work with us to put money in the hands of consumers when they need it most. I hope this helps ease some of the financial burdens many are experiencing right now. I also have urged Oklahoma consumers to contact their insurance agent or company if they are financially struggling and thinking about canceling their insurance. Most insurance companies will be flexible and willing to work with consumers during this public health crisis. Our No. 1 priority is consumer protection. Our team is working diligently with the insurance industry to ensure all Oklahomans have and can maintain the coverage they need during this challenging time. To see information about insurance companies offering premium relief and assistance programs to Oklahoma consumers, visit www.oid.ok.gov/ covid19_relief/. If you have issues with your insurance company or agent, you can file a complaint at www.oid.ok.gov/ contact-us/. n

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INCOMING BIG I OK

CHAIRMAN SETS

LOFTY GOALS But It’s Not All Business for Chris Mosley: the Bow Ties Reveal a Lighter Side By Jerri Culpepper

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s incoming Big I OK chairman, Chris Mosley already has set some pretty lofty goals. First, shares the Chickasha native, he wants to further heighten the Association’s perception among its membership. “I want to improve the perception of the need of having this association, and of its necessity – whether it’s for purchasing errors & omissions insurance or providing an avenue for a market an agency does not have – and to also have a direct positive impact on the political side of insurance and insurance laws. “We have a great education program we provide to our members and we also work in conjunction with the National Alliance,” he adds. “With COVID-19, we are quickly learning and adjusting how to continue to educate our agents in Oklahoma.” Asked about the Association’s greatest current challenge, his answer, not surprisingly, is related to the ongoing pandemic. “In-person meetings are being canceled on a daily basis and being replaced with technology-based meetings,” he notes. And while much day-to-day business can be accomplished through virtual meetings, he says, they don’t really work for things like networking and forging friendships, not only between agents but also with clients. On the other hand, Mosley cites among the Association’s greatest strengths its ability to pivot. “What I mean is, life is filled with uncertainty, as we have all experienced now, and the Association has been able to change directions while still providing the necessary services to its members, all without missing a beat.” EARLY DAYS TO THE PRESENT After graduating from Chickasha High School in 1983, Mosley enrolled at Oklahoma Christian University (then Oklahoma Christian College). Adept at both math and science, he originally had his eye FALL 2020

COVER STORY

I have my share of colorful suits, and I love bow ties,” he confides. “I probably have 50 of them. How can you not like them? And … hardly anyone wears them. So, I am this average bald guy, but EVERYONE remembers the bow tie, I kid you not. To the point where people ask why I didn’t wear one when I have a regular tie on. set on a biology degree but, deciding he just didn’t want to be in school that many years, he changed his major his sophomore year to accounting. He earned his accounting degree in 1987. Mosley could have entered into the “family” business – which just happened to be insurance – straight out of school. His grandfather, Joe Mosley, purchased an agency in 1952, and his father, John Mosley, joined him there in 1962. Chris Mosley ultimately joined the agency in 1992, but before that he held a couple of accounting positions. His first job after college was with Hertz Data Center on NW Expressway in Oklahoma City. “Great people, but I was miserable working for such a large company. My job consisted of reconciling ONE account, international transactions with the South Pacific,” he recalls. “I lasted from May 1987 to July 1989, and then I moved to USPCI, United States Pollution Control Inc., a hazardous waste transportation, remediation, treatment and disposal company. We

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were preparing to move to Houston when I came on board. The accounting department was small, five people, for over $300 million in sales. So, I was busy, and it was fun. “I eventually moved from Houston to work in our remediation office in Boulder, Colorado; our branch sales were about $50 million, and it consisted of a lot of travel, unfortunately, to hazardous waste sites. I was about set to move again, but my wife and I decided to move closer to family.” When he first started working at the Mosley Agency Inc. – which he describes as a small rural agency – he spent a week in each position, from the front desk answering calls and taking payments, to processing personal lines renewals, then commercial line renewals. From there, he learned to use a CLM (commercial lines manual) for rating and typed quotes for commercial lines, and eventually began selling commercial lines. Today, he and his brother own the agency 50/50. “I am involved with sales, mainly commercial lines, agency

POLICY 25

CHAIRMAN SETS LOFTY GOALS continued from page 25 operations, cleaning, sweeping – the owner kind of does everything, as it is a reflection of us personally,” he says. Mosley considers continuing education important both for himself and their employees. “I earned my CIC in 1999, so education is very important to me and our agency,” he says. “All our licensed employees have professional designations, and we continually encourage their professional development.” PERSONALLY SPEAKING… Mosley has been married for 32 years to Suehzen Mosley. “I met her at college in a parking lot my senior year at Oklahoma Christian,” he recalls. “Actually, I knew she was on campus, as her mother was a sorority sister with my mom’s best friend and, plus, one of my roommates happened to be from the same church as Suehzen. I wasn’t looking for anyone, but I was ‘one and done’ after meeting her.” The couple has two boys, born only 16 months apart, which Mosley says kept them really busy for a time, but was also a lot of fun. The elder son, Kyle, 25, who now lives in Oklahoma City, is a graduate of the University of Oklahoma and was a member of The Pride of Oklahoma marching band drumline. “It was an incredible experience for him and a lot of fun for us to go watch him march Campus Corner in Norman before the home games,” Mosley says.

From left: Chris Mosley, Mattilyn Mosley (daughter-in-law), Cooper Mosley (groom and youngest son), Suehzen Mosley (wife), Kyle Mosley (oldest son).

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Cooper, a graduate of Harding University in Searcy, Arkansas, played soccer, NCAA Division II, all four years at the school – as captain his senior year. The younger son and his wife, Mattilyn, who is completing her doctorate in Chris and Suehzen Mosley at a Chickasha Optimist Club 5k run. physical therapy Suehzen sits on the run’s advisory at Harding, were board. The run is the club’s main married Nov. 30, fundraiser for scholarships. 2019. Mosley has a very active life outside his profession. He is currently serving his second term as mayor of Chickasha, and he and his wife enjoy snow skiing in New Mexico, as well as visiting the beach on Kiawah Island in South Carolina. If all work and no play make Jack a dull boy, Mosley is just the opposite! He enjoys collecting Hot Wheels (but just for the Ford Raptor, he says), and spending time in the yard. He also is passionate about watching Christmas movies on the Hallmark Channel (for which he is regularly made fun of by his family). “I was able to recite A Christmas Story, word-forword, at one time,” he says, laughing. He also loves the Frank Capra favorite, It’s a Wonderful Life, with Jimmy Stewart and Donna Reed, but adds: “Though, with my accounting background, I always need to fast forward through the bank scene of Uncle Billy mishandling the $8,000 to Mr. Potter.” He also enjoys comedies, including the feel-good football-themed movie The Replacements, as well as every Bourne movie. As no doubt, Association members will soon learn, Mosley likes to keep his wardrobe fun. “I have my share of colorful suits, and I love bow ties,” he confides. “I probably have 50 of them. How

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COVER STORY can you not like them? And … hardly anyone wears them. So, I am this average bald guy, but EVERYONE remembers the bow tie, I kid you not. To the point where people ask why I didn’t wear one when I have a regular tie on.”

feel sometimes we lose focus on that. It goes back to the public perception of our profession, our perception from the public becomes our reality; I want that reality to be that of a trusted adviser.” In his new role as chairman, Mosley said AND ON A MORE people can expect him to SERIOUS NOTE… exhibit a pretty “basic” Returning to a more leadership style. “I allow serious note, Mosley says he freedom for my employees believes that as agents, “we to do their jobs; I won’t need to hold ourselves to a micro-manage. If I have to higher standard.” do that, then I have a bad “My personal goal is to fit for that position. My Chris Mosley and other members of the Mosley Agency Inc. be an adviser to my clients, basic rule is ‘do your job.’ place lights on the walking bridge in Shannon Springs Park someone whom they may in Chickasha for the Festival of Light. Of course, the ‘job’ needs to trust with their financial be well-defined so your codecisions,” Mosley states. “I enjoy finding solutions for workers will understand expectations and they will also them so they can improve their business, their lives. I know what they are accountable for.” n

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POLICY 27

NEWSMAKERS BEAVERS TAPPED AS TCC REGENT James “Jim” Beavers, an insurance broker and risk management consultant, recently was sworn in as a member of the Tulsa Community College Board

of Regents. Beavers has lived in Broken Arrow for more than 40 years. The former partner and owner of The Arrow Group, an independent insurance agency, was appointed to the position, which carries a seven-year term, by Gov. Kevin Stitt and he was sworn in at TCC’s August meeting. “I have known Jim for years, and he is another exciting example of independent agents who give back to their communities,” said Big I OK President and CEO Denise Johnson. “I am very honored to have been appointed by Gov. Stitt and thank State Sen. John Haste and the Senate Education Committee for my confirmation,” Beavers said in a statement. “After having met the other TCC Regents, as well as President Leigh Goodson, I am very excited to have this opportunity and believe TCC is a high-quality community college that adapts to meet the ever-changing workforce needs.” A University of Tulsa alumnus, Beavers has served on numerous boards throughout his career, including the Broken Arrow Chamber of Commerce, Broken Arrow Economic Development Corporation, Independent Insurance Agents of Oklahoma and the Mental Health Association Oklahoma.

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

28 POLICY

MIDLANDS MANAGEMENT CORP. CELEBRATING 30-YEAR ANNIVERSARY Midlands Management Corp., a leading wholesale broker, is celebrating its 30-year anniversary. Starting as a small, niche Excess Worker’s Compensation provider in 1990, Midlands has grown into an industry-leading wholesale broker/MGA, program administrator, claim services provider and risk management firm employing hundreds. Midlands Management Corp. is a leader in the wholesale brokerage and insurance services industries, with specialty in work injury benefits, especially Excess Workers’ Compensation, Texas Non-Subscriber and Occupational Accident. “It has been a tremendous success story by any measurement and all because the people involved,” said Charles C. Caldwell, CEO. “No exceptions. In our business, not many survive 30 years, but thanks to the efforts, dedication, loyalty and professionalism of the agents, underwriters, brokers and industry partners involved, Midlands has and continues to go forward. We are especially grateful to Oklahoma agents for their devotion all these years.” Midlands offers superior program management capabilities and innovative insurance solutions. Find out more at midlandsmgt.com.

news, along with a photo and your logo, so we can recognize those achievements in our POLICY magazine. Please email info@bigiok.com if you have questions.

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BIG I OK NEW AGENCY MEMBERS 4 State Insurance Agency – Langley & Pryor Aarvin Insurance Services Inc. – Oklahoma City Aldgate Insurance – Tulsa American Insurance Group LLC – Tahlequah Arbuckle Insurance Group – Ardmore Bannon Insurance Agency Inc. – Lawton Bartling Insurance Agency – Waurika & Comanche Cabin Creek Insurance Agency – Vinita Cheap Brothers Insurance Agency – Kingfisher CSI Insurance Agency LLC – Tulsa Duehning Insurance Agency – Kingston Dynasty Insurance Group LLC – Choctaw Extra Mile Insurance Solutions – Owasso Fairfax Insurance Agency – Fairfax Garner Insurance – Norman Ghento Inc. DBA Baker Harris Hopkins Insurance Agency – Enid Allen Giblet Insurance Agency – Cordell Harper-Boozman Insurance Agency Inc. – Spiro Insurance Maestro LLC – Yukon insureUoklahoma – Tulsa

Jackson Insurance Group – Clinton The JBI Companies – Shawnee Lewis Business Solutions LLC DBA AAA Insurance – Atoka Celeste Looney – Tahlequah G.W. McAlister Insurance Agency – Ada McGuire Insurance Agency – Hugo Money Insurance Agency – Tulsa MVP Insurance – Oklahoma City Rapp Insurance – Wakita Richardson Insurance Group – Choctaw Douglas B. Scott Agency – Tulsa Stavely Insurance Agency LLC Thrive Insurance – Oklahoma City Tran Insurance Agency LLC – Oklahoma City TP1 Agency LLC – Oklahoma City Waterman Insurance – Tulsa Western Oklahoma Insurance Agency – Elk City Win Insurance – Durant

In Memoriam Nanette Potts Bramlett, who was born in Tulsa on April 22, 1953, died July 26, 2020, after a long battle with Alzheimer’s disease. Nanette and Robert “Bob” Marshall Bramlett Jr., who met while teenagers, were married on Aug. 4, 1973, after re-uniting as students at the University of Oklahoma. Nanette enjoyed traveling with Bobby, owner of the Bramlett Insurance Agency in Ardmore (established by his parents, Jim and Janie Bramlett), on his business trips, especially after he was elected as state, then national chairman of the Big I Independent Agents and Brokers of America. “Nanette was by his side every step of the way and a big supporter of the Association, and she will be greatly missed,” said Big I OK CEO and President Denise Johnson.

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BIGO'" January 10 Online Free Friday Ethics Webinar CE: 1 ethics credit SEPTEMBER

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IIAO SNAPSHOTS PHOTOS TELL THE STORY OF A SUCCESSFUL SUMMER AT BIG I OKLAHOMA

Denise Johnson speaking at the annual strategic planning board meeting dinner on June 29

Denise Johnson speaking at the annual strategic planning board meeting on June 30

Attendees at the annual strategic planning board meeting

Marit Peters speaking at the annual strategic planning board meeting

Slides at the annual strategic planning board meeting

July CIC class at the Big I Oklahoma office

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Cookies made for the strategic planning board meeting

One of Big I Oklahoma’s newest members, Extra Mile Insurance Solutions (Niki Henley)

POLICY 31

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