July 2013 iiaw magazine

wisconsin

INDEPENDENT AGENT JULY 2013

INSURING WISCONSIN

GROWTH FUND CONDUIT

Your customers deserve a

Silver Lining.

®

wisconsin

INDEPENDENT AGENT JULY 2013 Eric Schwartz, Editor

Open Door Policy Be A Conduit For Your Association . . . . . . . . . . . . . . . . . . . . . . 5 Member Profile Marsh Insurance: Community Interaction The Answer To Fierce Competition. . 6 Government Affairs The Time Is Now To Contribute To The Conduit. . . . . . . . . . . . 8 News From ACT Agency Principals Can Seize The Future. . . . . . . . . . . . . . . . . . 12 Commentary From Counsel Wellness Program Rules Under the Affordable Care Act. . . . 15 Marketing Minute Get What You Need From Your Company’s Marketing . . . . . 20 When something bad happens, it may not be a disaster. But no matter what it is, your customers always deserve fast and fair service from their insurance company.

West Bend provides a Silver Lining, no matter what the claim may be. If your customer’s beloved pet is injured in an accident, having coverage for veterinarian expenses is important. So that’s just what we do with our Home and Highway® policy.

Some things can never be replaced. But if something bad does happen, West Bend makes sure your customers experience the Silver Lining. Because the worst brings out our best.®

Independent Insurance Agents of Wisconsin 725 John Nolen Drive, Madison, Wisconsin 53713 Phone: (608) 256-4429 or (800) 362-7441 ■ Fax: (608) 256-0170 ■ Web: www.iiaw.com Executive Vice President - Matt Banaszynski

On The Cover…

Skip Hansen is an IIAW past president and current chairman of the Government Affairs Committee.

He is a principal at Diversified Insurance Solutions and has nearly 40 years of experience in the insurance industry as an agent. He has seen the ups and downs of the industry and knows the importance of a strong government affairs program. “Regulation of our business is inevitable. So what can agents do individually and collectively to help assure these regulations are reasonable, fair and protect the consumer?

You must get involved in the political process and support the IIAW’s Insuring Wisconsin Growth Fund conduit.” To read more from Skip, please turn to page 8. The time to get involved is now.

> OUR ADVERTISERS AAA................................................................. 30

2012-2013 Executive Committee

2012-2013 Committee Chairs

President........................................................ Michael Froh P.O. Box 1320 Sheboygan, WI 53082-1320

Agency Operations........................................ Kim Dandrea 1300 South Green Bay Rd. #100, Racine, WI 53406

President-elect............................................... Dave Dunker P.O. Box 443 Brookfield, WI 53008-0443

Automation/Technology................ Cathleen Christensen P.O. Box 949, Fond du Lac, WI 54936-0949

Secretary-Treasurer..................................... John Wickhem P.O. Box 1500, Janesville, WI 53547-1500

Employee Benefits.............................................. Tim Bever 555 Main St. #320, Racine, WI 53403

Erickson-Larsen.............................................. 27

Chairman of the Board......................................Mike Hierl P.O. Box 949 Fond du Lac, WI 54936-0949

Finance & Compensation...............................Skip Hansen 100 North Corporate Drive #100 Brookfield, WI 53045

IIAW Continuing Education...............................18

State National Director................................. Linda Steiner 555 Main Street #320 Racine, WI 53403

Government Affairs........................................Skip Hansen 100 North Corporate Drive #100 Brookfield, WI 53045

JM Wilson........................................................ 26

2012-2013 Board of Directors

Industry Relations...............................................Ted Haase P.O Box 6, Seymour, WI 54165

Pekin Insurance................................................ 21

Mike Ansay 101 East Grand Ave. #11, Port Washington, WI 53704 Jason Bott 330 East Kilbourn Avenue Milwaukee, WI 53202 Thomas Holter P.O. Box 938, Beloit, WI 53512-0938 Lise Meyer Kobussen P.O. Box 633, Sauk City, WI 53583 Bruce Kommers P.O. Box 66, Antigo, WI 54409-0066

Membership Development.................................. Jeff Thiel P.O. Box 1610, Waukesha, WI 53187-1610 Smaller Agencies..................................... Michael Walston P.O. Box 236, Kewaunee, WI 54216-0236 Technical.......................................................Andy Burkart P.O. Box 1320, Sheboygan, WI 53081-1320 Young Agents........................................... Derek Wickhem P.O. Box 1500, Janesville, WI 53547-1500

ACUITY Insurance............................................. 31 Badger Mutual................................................. 29 Burns & Wilcox.................................................10

Robertson Ryan.............................................. 27 SECURA Insurance............................................ 14 SFM Insurance.................................................. 17 Swiss Re E&O..................................................... 9 The IMT Group................................................. 29 Trusted Choice...................................Back Cover

Jeff Rasmussen 525 Junction Road, Madison, WI 53717

West Bend......................................................... 2

Cap Wallrich P.O. Box 90, Shawano, WI 54166-0090

Western National Insurance.............................. 4

Matthew Weimer 100 North Corporate Drive #100, Brookfield, WI 53045

Wilson Mutual.................................................. 28

Donald Williams P.O. Box 595, Beaver Dam, WI 53916

WPS................................................................. 29

WISCONSIN INDEPENDENT AGENT

JULY 2013 | 3

OPEN DOOR POLICY

BE A CONDUIT FOR YOUR ASSOCIATION

As many of you know, the IIAW has been actively working on your behalf at the Wisconsin State Capitol.

In fact, I have spent many hours in the building working with lawmakers, OCI, and our government affairs lobbyist, Misha Lee, to secure passage of several key pieces of industry-supported legislation such as authorizing electronic proof of insurance, storm scammer legislation, and navigator oversight.

Legislators have been contacting us about a variety of insurance-related matters seeking our direct feedback and views. I am pleased to report that our efforts are paying off. We are leading many of the insurance-related initiatives this session.

To complement our public policy efforts at the State Capitol, the IIAW recently formed the Insuring Wisconsin Conduit Growth Fund. Take a moment to read this month’s article from our Government Affairs Committee chair, Skip Hansen, to learn more about this exciting new opportunity and why it’s important for you to get involved in the conduit.

high, but it’s an expectation I’m confident we can meet.

I ask that you seriously consider donating to the newly created conduit fund. Visit our website homepage, click on Government Affairs, and then Insuring WI Conduit to easily donate online. Monthly contributions are allowed, as well as credit card and ACH options. If each agency owner committed to making a personal contribution, we would build a sizable conduit program to insure that our voices are heard loud and clear at the State Capitol.

The IIAW Board of Directors is already highly committed to increasing our government affairs presence and direct membership support for the conduit will help us become that much more effective.

Our conduit growth fund goal is to raise $25,000 this year. We need your help to meet this goal since funds by law must come from individual, personal contributions. Like the IIAW Political Action Committee (PAC), the conduit is a voluntary donation that is designed to take our association to the next level of state government affairs advocacy.

Unlike the PAC, donors contribute funds to their personal conduit account. What this means is that donors have complete control over how their individual funds are distributed.

We can help with both.

With friendly underwriters who listen, and a full complement of products to serve your small-to-mid-size commercial insurance needs (including enhanced BOP, surety, and packaged coverages), Western National is your one-stop shop for getting business done. The proof is in the partnership.

The IIAW Government Affairs Committee will solicit individual donors for authorization to use a portion of their conduit funds for a specific candidate(s). Conduit donors may accept or decline these requests. In addition, donors may also direct their conduit funds to a candidate(s) of their choosing at any time. The IIAW Board of Directors is already highly committed to increasing our government affairs presence and direct membership support > Matt Banaszynski is the for the conduit will Executive Vice President help us become of the Independent that much more Insurance Agents of effective. Our board Wisconsin. Contact him has the set the bar at matt@iiaw.com.

WISCONSIN INDEPENDENT AGENT

JULY 2013 | 5

By Eric Schwartz

MEMBER PROFILE

MEMBER PROFILE

HISTORY OF

COMMUNITY INTERACTION IS THE ANSWER TO FIERCE COMPETITION

MARSH INSURANCE:

Rice Lake sits 60 miles north of Eau Claire, with the Twin Cities and Superior about 100 miles to the west and north, respectively. Wausau is a two-hour plus car ride to the east. With larger cities and resources down the road, it makes sense that Rice Lake would develop resources of its own.

There are satellite offices for the Marshfield and Mayo clinics. Rice Lake Weighing Systems is an international company that employs around 500 skilled workers. McCain Foods employs another 300 at its onion ring plant. Wisconsin Indianhead Technical College and UW-Barron County have campuses in town. Gordy’s and Marketplace Foods are the places to get your groceries. If you want to go out there are plenty of restaurants, but try Drag’s for the best thin crust pizza.

With its population hovering near just 8,500, Rice Lake offers the amenities of a larger city.

Successful self-reliance has bred prosperity and the challenges that prosperity brings.

Competition is one of those challenges.

“Ten years ago, there were three independent insurance agencies in town,” said Aaron Marsh, president and principal of Marsh Insurance Services. “Now there are nine independents and seven direct writers.

We’re a small town but competition is fierce.”

But Aaron has not shied away from the competitive challenge. If anything, it’s provided inspiration. At Marsh, business is good and the focus is on being a trusted insurance expert with great products and service.

“We don’t specialize in niche markets or programs,” he said. “In a small town you have to do everything. We do have access

6 | JULY 2013

Hartford,” said Aaron, a 1996 graduate of UW-Eau Claire. “Our ability to find markets makes us unique to our customers.”

It seems once a Marsh prospect becomes a customer they stick around. Property and casualty client retention is over 90 percent. Health insurance retention is at 100 percent.

The agency’s book of business includes a large segment of people over 65 years of age so senior products are Marsh Insurance is located at 11 East Newton Street emphasized. in Rice Lake, Wisconsin.

Agent Joe Erickson sells P&C to markets that others don’t so we can cover products but his focus is on seniors. almost anything.”

“We run weekly ads in two newspapers and Marsh Insurance belongs to the have had tremendous success getting people Insurance Marketing Group of Wisconsin, in the door,” said Aaron about the agency’s Inc., or IMAGE of Wisconsin. IMAGE, marketing efforts to seniors. “Word of headquartered in Fort Atkinson, is mouth is also a big source of referrals. Our comprised of about 40 independent agencies existing clients talk about Marsh and that that work together to develop and market has been great.” insurance programs, bolster their carrier relationships, and to network with agencies Aaron and his business partner, Tom of all sizes.

Clemens, the agency’s vice president, also use radio ads and a Website to market the “As an independent we have choices,” said agency. But Aaron says a more personal Aaron. “I can’t imagine writing business form of marketing has worked best. with just one carrier. One carrier can’t assist all customers. We are very fortunate to have “Our biggest marketing tool is our good relationships with all of our carriers.” interaction with people in the community like through the Rotary Club (Aaron is Marsh’s carrier partnerships include: West president of the local chapter). You get to Bend (since 1940!), IMT, Erie, Western know people and the business follows you.

National, Wisconsin Mutual, EMC, Society, If people know and trust you, you will have Germantown, MetLife, Markel, Amerisafe, more success. I feel like I know most of our Accident Fund, United Heartland, Foremost, customers on a personal basis. I don’t know Progressive and Continental Western. all of them, but when a customer walks through the door I usually know their name.

“Through IMAGE we also have access to I like that about the small town atmosphere. other carriers like Chubb, CNA and The I can go golfing and 20 of my clients will be WISCONSIN INDEPENDENT AGENT

MARSH INSURANCE

Aaron Marsh is president of Marsh Insurance Services. Robert K. Marsh and Clarence Marsh, Aaron’s grandfather and great grandfather, started the agency in 1939. there. Small town life is a great fit for me. It takes me five minutes to get to the office and I get mad if I hit the one red light.”

In addition to his duties with the Rotary Club, Aaron is active in the Rice Lake Chamber of Commerce and Main Street Association. He is also a WIAA hockey official and has worked state tourney games in Madison.

On the family front, Aaron’s a husband and a Dad to two young boys, Kellen, 6, and Gavin, 3. His wife, Amy, is an occupational therapist in the area.

“Time is one of the biggest challenges of running an agency,” he said. “I learned on the job about how much time it takes to handle carrier responsibilities and the agency’s administrative tasks, in addition to maintaining a book of business, family and community commitments.

I didn’t understand how much time was involved.”

But Aaron is undeterred by the time constraints and is looking ahead to growing his business.

“We’re in a good position now,” he said. “Our goal is to grow in a financially responsible way. As we grow we’ll need to bring in more people. It is a challenge to attract talent but after ten years of assessing potential candidates we’re getting better at finding the right people.”

Marsh Insurance is located at 11 East Newton Street in Rice Lake, Wisconsin.

Find Marsh on the Web at www. insurewithmarsh.com, or call (715) 234-8148.

WISCONSIN INDEPENDENT AGENT

In 1936, Robert K. Marsh, Aaron’s grandfather, came to Rice Lake to work for the Kalamazoo Stove Company, one of the first manufacturers to deal directly with customers instead of using retail shops.

At about the same time, Robert’s father, Clarence, moved to Rice Lake from Michigan. Clarence had a law degree and was an insurance agent for Hardware Mutual in Michigan.

Robert suggested that they start an insurance agency in Rice Lake. He thought they would make good partners since he knew the people and the community and Clarence had knowledge about contracts and the industry.

Clarence bought in. The two men started the Marsh Agency in 1939. By 1946, the agency was incorporated as the Marsh Agency, Inc. When Clarence passed away in 1953, Robert became the sole owner of the agency. Ten years later, after Robert died, Aaron’s grandmother, Katherine, assumed leadership of the agency. Katherine hired Shirley Arnold to help her run the agency.

In 1970, Robert H. Marsh, Aaron’s father, joined the agency. This was an important event in the agency’s history. Bob Marsh started as a producer and would go on to own the agency for 42 years.

His success as an agent and principal solidified Marsh as a business and paved the way for the next generation.

Tom Clemens, Marsh’s current vice president, joined the agency in 1995 as an agent. Around this time, Bob Marsh purchased Arnold’s outstanding stock and started to transition her book of business.

Before joining Marsh, Tom worked as a finance manager for a car dealership in Rice Lake. He also owned an agency in Rhinelander, which he sold in 1993. He moved to Rice Lake to be closer to his parents.

“Tom was my mentor at the agency,” said Aaron of his early days with Marsh. “I asked a lot of questions and he was there to answer them. My Dad did give me a lot of guidance about owning and operating an agency, and we’d look at the financials at the end of the month. I sat in on meetings with new carriers and marketing reps of existing carriers.”

Aaron’s road to the agency took him all over the state. After three semesters at UW-Madison, he moved to Eau Claire and played competitive golf for three years. He graduated from UW-EC in 1996.

After a summer internship at Heritage Mutual Insurance Company (now ACUITY) in Sheboygan, Aaron accepted a position there as an assistant underwriter in 1997. He handled a small book of business and assisted other underwriters on staff. Aaron joined the Marsh Agency in 1998 as a producer.

“Heritage was a great place to get an education about contracts and how carriers work and interact with agents,” said Aaron of his one-year stint at Heritage. “Since Marsh is a small agency, no one would have had time to teach me about carriers. For anybody interested in insurance, I would recommend this track. If you can get some training and insight on the carrier side, that’s the best way to go in my opinion.”

Bob served as president of the IIA of Wisconsin in 2005-06. It was during this time that he stepped away from the agency and started to turn over the agency’s daily management to Aaron.

Also in 2005, the agency’s building was purchased from Benchmark Printing. Benchmark is still a tenant in the building that used to house the General Telephone Exchange. From the front door, visitors can see Rice Lake to the east and Main Street one block west.

By 2009, after 49 years with the agency, Bob retired to play golf, spend his winters in Arizona and work in his wood shop at home. He still has an office and people still call him at home to ask about coverages.

Today, Aaron is the majority owner with Tom Clemens owning a minority share. The agency’s employees include: Joe Erickson, agent; Brenda Kempf, CSR; Michelle Putnam, CSR; and Nancy Shearrow, CSR.

JULY 2013 | 7

SAVE SOME $ ON YOUR E&O POLICY *

GOVERNMENT AFFAIRS

THE TIME IS NOW TO CONTRIBUTE TO THE CONDUIT This past April, Professor Richard Honack of Northwestern University spoke at the Big “I” Legislative Conference about what he terms the “nanosecond culture.”

With the vast majority of Americans plugged in digitally 24/7, it’s imperative that the insurance industry, according to Honack, “learn…faster than ever before, and then adapt.”

“Learn fast and adapt” also applies to government affairs. The political attacks on the insurance industry are making the days of sitting on the sidelines a thing of the past.

The political process has evolved to the point today where it’s all about the money. Our conduit will provide financial contributions to legislators of both political parties who support our industry. A financial contribution to a legislator’s election committee will get us access and the legislator’s ear. Donations from

attorneys and public employee unions, achieved significant legislative victories at the expense of the insurance industry and independent agents. Those groups achieved their success because their members were willing to make significant financial contributions to sympathetic legislators. The

We are now accepting donations online. Members can give one-time or monthly contributions. our conduit are listed in the name of the individual donor but legislators understand the conduit represents our entire industry.

The insurance business is a noble profession.

We protect people’s property, their lives, and their futures. Without insurance and independent agents our economy would collapse. In spite of the crucial role insurance plays in protecting the economic well being of Wisconsin, our legislators continue to impose their will on our profession.

Regulation of our business is inevitable.

So what can agents do individually and collectively to help assure these regulations are reasonable, fair and protect the consumer? You must get involved in the political process and support the IIAW’s Insuring Wisconsin Growth Fund conduit.

I donate to our conduit because I understand my conduit dollars exert greater influence than the same donation delivered with a personal check. To those agency principals who say they want to invest dollars into their agencies rather than the conduit I say you run a real risk of having your investment marginalized if our legislators fail to support us. To agency associates, a conduit donation helps assure your future because a favorable regulatory environment helps create financially strong agencies and secure longterm employment opportunities.

Recently, certain groups such as trial

current legislature is more business friendly.

If independent agents want this trend to continue we must financially support those legislators who support our cause.

My career as an agent spans almost 40 years. I believe the success of our conduit will provide 40-year career opportunities to all who follow me in this profession. I hope all independent agents and agency employees will join me in making a donation to the > Skip Hansen is the Insuring Wisconsin chairman of the IIAW Growth Fund to Government Affairs secure our futures.

MANY AGENCIES WILL SEE A RATE DECREASE FOR POLICIES EFFECTIVE JULY 1, 2013 AND AFTER * Ask if you qualify for the many credits available through our E&O program

Switch to Swiss Re today and protect yourself against the unexpected Receive an electronic quote today…

Go to our homepage at www.iiaw.com and click Fast Quote!

“There is no other E&O policy on the market today that has the extensive coverage our agency needs.”

Committee.

IIAW GOVERNMENT AFFAIRS CIRCLE OF DONORS GOVERNOR’S CLUB ($500+)

SENATOR’S CLUB ($250+)

REPRESENTATIVE’S CLUB ($100+)

CABINET MEMBER ($50+)

Mark Behrens

Jean Dunker

Chris Costakis

TTim Draxler

Jerry Couri

Walter Frank

Thomas Holter

Ted Haase

David Dunker

Michael Froh

Ray Hutchinson

Sandra Hardrath

Skip Hansen

Tom Helbach

Andrea Kiemen-Rognsvoog

Anthony Matera

Linda Steiner

Mike Hierl

Chuck Kranzusch

Chris Nemec

Fred Thomas

Bruce Kommers

Steve Leitch

Andrew Spaeth

Mike Walston

Lise Meyer-Kobussen

Terrence Maloney

Ruth Vorwald

Jeff Rasmussen

Heidi Nienow

John Wickhem

Mike Schulte

Rod Ryan

John Wickhem

Jeff Thiel

Tom Sitter

Mark Truyman

Don Williams

‐ Skip Hansen, Diversified Insurance Solutions

Member Testimonials

“I just switched my policy and received a great price with more coverages. It was a no brainer.”

‐ Jerry Davis, Lakeland Insurance LLC

Visit www.iiaw.com to learn more or call 608.256.4429

Cap Wallrich

E&O Happens...Make sure you have the best E&O coverage 8 | JULY 2013

WISCONSIN INDEPENDENT AGENT

OPEN THE DOOR TO BIG ACCOUNTS It is possible to land almost any account. All that’s needed is the right plan, consistency and persistence.

Of course, before you can land that big account, you have to get in the door. This article lists the three steps about how to get an introduction to the key person or people at that major account.

Note: Even if you sell to individuals versus businesses, you will still pick up some ideas here.

After all, even at the largest companies on the planet, you’re dealing with people, not steel and concrete. > STEP 1: Pick several people to target at the account. You’re in a much better position if you have two or three people you can target. You don’t want too many as that can get complicated and time consuming.

Also, there are usually only a few key decision makers at any organization. The key point to understand is that it is easier to get in the door if you have two or three people you can go after as opposed to only one.

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> STEP 2: Do research on the people and the company you’re targeting. Use Google searches, social media, your contacts, and other resources to find out as much as you can about the people you want to meet and their company. Find out what clubs, groups and organizations the people are involved in, what their interests are, etc. Also, find out something about their professional career, where they grew up and have lived in the past, and where they went to school.

Next, gather information on the company.

Learn its history along with statistics and demographics.

What groups and organizations are they involved in or tied to? Also, what are their strengths and weaknesses and biggest issues?

What have been > For access to John major events or Chapin’s free monthly turning points newsletter, go to www. in the company? completeselling.com.

What challenges John is an award-winning sales speaker, trainer and are they facing? coach. He is a number Any of these one sales rep in three answers could industries and author of be they key to the gold-medal winning “Sales Encyclopedia.” getting your foot in the door.

> STEP 3: Develop a plan to meet the key people. Use the information you’ve gathered to find areas of commonality and subjects that you can use to open a conversation.

Obviously, if you went to the same school, or share some hobbies or interests, those are great icebreakers. In addition, you want to find a family member, friend, coworker or acquaintance that knows the key people and can introduce you to them. The average person knows 250 people and it truly is a small world. Someone you know knows your target people well. It’s just a matter of finding that person.

Now that you know what groups and organizations they belong to, where they go to lunch, play golf, or otherwise hang out, you can frequent those locations, go to events, attend meetings, and join the same organizations.

One great way to get noticed is to either do business with the company you’re trying to get into or get other people to do business with them. If you do, of course, make sure they know about it. Being a customer and sending them business can be a big foot in the door. Another idea is to send congratulatory notes on positive news items about them and/or their company.

In addition, you can pass along gifts, cards, books related to their areas of interest, and other items you send to your current customers.

OTHER QUESTIONS How can you show them value before they use you? Are there any reports you can create, work you can do, or items you can give them that will highlight what you can do for them?

What company developments or challenges can you address head-on that you and your company can solve? How can you be of major benefit to them and their business?

You can also try the following creative ideas: a Start using some of the same vendors the target company uses such as

Website developers, plumbers, electricians, printers, etc., and ask for an “in” to the target company and people. a Set up or sponsor an event and invite them. a Volunteer at some of the events or for some of the same organizations they are involved with. a Send them cookies, candy or fruit. Send a plastic skeleton with your card: “This is me waiting for you to call me back” (not to be used with Analytics), helium balloons with a note (make sure the ceilings aren’t too high), and cell phones with a note and your number programmed in. a Advertise directly to them in industry publications or the local press. a Send tickets to sporting events or gift cards to restaurants.

Okay, you may have to ask me about some of these, but the bottom line is that you can get pretty creative at getting people’s attention and getting in the door. If you have a solid plan and put in the time, effort and energy, you will get in.

Next month: how to land that big account and keep it for life.

The average person knows 250 people and it truly is a small world. Someone you know knows your target people well. It’s just a matter of finding that person.

Commercial | Personal | Professional | Brokerage | Binding | Risk Management Services 10 | JULY 2013

WISCONSIN INDEPENDENT AGENT

WISCONSIN INDEPENDENT AGENT

JULY 2013 | 11

NEWS FROM ACT about a year since ACT’s Agency of the Future Work 5 WAYS AGENCY PRINCIPALS It’sGroupbeenproduced a couple of thought pieces on the emerging CAN SEIZE THE FUTURE consumer and how we believe agents should respond.

Now we’re excited to release a video series to supplement our written work. The first video is entitled “Agency Perspectives on the Future” and focuses on leadership, the changing consumer and agency, and the outlook for the future. (Thank you Applied Systems for assisting ACT in producing the video.) Find the video at vimeo.com/65430392.

Couple of points on the video: > Watch it at least twice; you’ll pick up new ideas each time. Our industry is blessed to have some incredibly bright, talented and expressive people. > Show it at agency staff meetings to encourage fresh thinking. > Carriers, associations and user groups can show it at employee and agency meetings.

Our work group plans a second video, “Agency Strategies for Growth,” that will focus on using marketing, social media, metrics and automation for future success.

It’s been a year of excellent conversation. And, of course, it’s a cool topic — who doesn’t like envisioning such a bright future?

In the original 2012 reports, we explored what we considered to be attributes of a successful agency of the future — the foreseeable future, to be specific. I’d like to comment on a few of these I find critical for principals to consider: 1. BRAND Okay, I’ll admit it: I’m biased here. But a strong brand is the difference between winning and falling behind, period. Remember

Over the next 10 years, 50% of current agency workers will have retired.

But the next generation of leaders are ready to get involved now — don’t stand in their way.

12 | JULY 2013

that the agency brand isn’t tangible; it’s a set of expectations and memories that reside in the minds of your stakeholders (owners, employees, customers, prospects, business partners and opinion leaders). The objective is a clear/consistent 360-degree understanding of the brand among all stakeholders. This will take a while if you haven’t started the process.

The insurance industry creates products and services, but people buy brands. Thus, your agency’s brand is the most valuable asset.

From the owner’s perspective, it will guide employee behavior. From the consumer perspective, the brand will help them decide where to buy. That won’t change for the agency of the future.

Strong brands build loyalty — reducing turnover and increasing revenue per customer.

You attract talented people to work for you.

You attract the best carriers. Your referrals increase. You can talk more about value than price with prospects. And you can go beyond clients to raving fans.

Thus, it is important for the agency to go through the process of defining and codifying the agency’s brand attributes and personality.

What are they today? What should they be?

What could they be? More important, with the proper strategy and investment, what will they be? Agency owners must clearly understand, embrace and communicate a direction for their firms.

A strong brand is something you earn, not something you receive. Smart firms realize that customer and prospect communications are an investment, not an expense, and they will build agency value. Best Practices agencies consistently are spending 1% to 3% of annual revenue on these activities (the larger the agency, the percentage typically drops). Some firms are redirecting more of the annual spend towards younger talent to handle social media initiatives; where in the past they might have directed more to paid media, for example.

Refer to the Websites & Social Media page of the ACT Website for more information.

Are you just an agency name? Or a brand name? Could it be more crisp, clear, consistent and visible?

2. LEADERSHIP Our work group has talked a lot about

leadership — specifically, the value of transformational vs. transactional leadership.

Organizations need both to succeed, but agencies typically are lacking in transformational leadership. Such a leader: a Always seeks improvement and is more willing to shake things up. a Realizes that the world is dynamic and sees change as an opportunity, not a threat. a Builds a culture that drives customer and employee happiness. a Develops employees, at the right levels and in the right places, and allows them ability to grow. a Has effective listening and communications skills. a Inspires staff to work as a team toward a common goal — and inspires the team to take its own initiative to accomplish goals without management’s handholding.

For an agency, leadership means managing a business, not just being an insurance technician.

Smart agency principals never seem satisfied — they always strive to get better. They have a voracious appetite to learn. Leaders are willing to gain new information and insights from any source — employees, clients, other industries and industry meetings. To that point, “Leaders are readers,” according to author/speaker David Nour. Improving just 1% per day in knowledge and skill means that in 70 days you’re twice as good as today, he says.

Does your firm have a good dose of transformational leadership?

3. STAFFING Over the next 10 years, 50% of current agency workers will have retired. But the next generation of leaders are ready to get involved now — don’t stand in their way.

Smart agency owners invest in people and training. Some of your new hires may come from outside the industry — a great way to generate new ideas and also get strategic help, which agencies often lack. Many firms have a WISCONSIN INDEPENDENT AGENT

couple of family generations on board.

But now these successful owners are handing over the reins to professional managers who are not part of the family. And if you’re looking for the best talent, be prepared to pay the best salaries — but it’s an investment in your future.

Another trend of which to be very aware: Who works at your firm, what is work, where we work, when we work, how we work — even why we work — is all evolving. It’s an exciting time. Be flexible. Some of your best talent of the future won’t commute to the office 9 to 5 every day. Some will be consultants, some employees; some will work full time, and some part time, and some remotely. And some of those highly talented wouldbe retirees I mention above might continue to contribute to the firm under alternative circumstances. Flexible work arrangements backed up by slick, enabling technology — such as Internet phone systems — are becoming more prevalent at agencies.

Do you offer a place where insurance professionals want to work? What’s your story to a new recruit? Will you earn your fair share of tomorrow’s talent?

4. SOCIAL The successful agency of the foreseeable future isn’t going to dabble in social media marketing — it will be a social business.

Sitting on the sidelines of this incredible consumer revolution isn’t going to cut it. Nor is looking at customer and prospect marketing as a series of projects.

The future agency will be fully engaged, year round, in online and social networking activity. Social is not just an isolated initiative.

It must be an integrated piece of your agency’s personality. It defines how the firm communicates and engages with customers and prospects.

Agents say they struggle with creating (a) the time it takes to be a social business, and (b) ideas for content — the “what” and the “how” to do this. It’s easier than you think if you approach it from an honest and authentic standpoint. For example, I find it interesting how every day agents literally “speak” dozens of potential blog entries when they help explain a coverage or handle a claim. Write them down! Or use voice-to-text software.

WISCONSIN INDEPENDENT AGENT

You don’t have to make this up on your own. For good material on developing and implementing an online, mobile and social policy, go to the ACT Website. The reports will help you guide employee behavior. Once you have a system in place to interact and respond to consumers, the rest will be easier.

Relationships are key to the future of consumers and agencies. Everything you do should be about building relationships with employees, business partners, prospects and customers. Software and hardware and cloud technology and social media platforms can be distracting. Put your work into a strategy, setting goals and building relationships. The social media platforms — Twitter, Facebook, and more — that you use to communicate will be a secondary consideration.

Are you building relationships online? Do you allow your employees to use these tools as well?

5. METRICS Agencies that measure effectiveness of marketing and sales efforts tend to be much stronger, period. Knowing your numbers is a key differentiator between the growing agency and the one that is not. Key metrics to understand include new business, retention and revenue per client; number of policies per

client, and from where the business comes.

Are you measuring your success? If you’re falling short in some areas, how soon will you know?

In summary, these five areas should be at the top of your list to create or improve your agency of the foreseeable future. What’s your plan? What’s your dream for the future? In the words of the late Walt Disney, “If you can dream it, you can do it.”

Our work group will continue to explore this fertile area — considering both consumer expectations and agency responses.

Stay tuned. We hope to see you at the IIABA Special Event & ACT meeting in San Antonio on September 27, when we will explore further effective agency strategies for the future.

> Peter van Aartrijk is CEO of Aartrijk, a marketingcommunications firm specializing in insurance. He also is principal at strategic branding firm Chromium and Channel Harvest Research, which conducts studies of independent agency preferences/views on their carriers. He chairs ACT’s Agencies of the Future Work Group. Peter produced this article for ACT; it reflects his views and should not be construed as an official statement of ACT.

JULY 2013 | 13

COMMENTARY FROM COUNSEL © 2011 SECURA Insurance

WELLNESS PROGRAM RULES UNDER THE AFFORDABLE CARE ACT I don’t like asparagus. It’s stringy to eat, intrusive in other foods, and I never know how much of the end to cut when cooking.

However, I may be forced to change my opinion if my wife and I decide to join a Community Supported Agriculture (CSA) program, where we get a weekly share of whatever vegetables are in season from a local farm.

While the asparagus may not taste better, the change might make me feel better from a health, and also financial standpoint given a potential rebate under a wellness program offered by my health insurer.

This program, and other similar incentives for things like exercise, weight loss, or reduced tobacco use are the subject of recent federal regulations. Issued by the Departments of Health and Human Services, Labor, and Treasury, the rules clarify the

programs (HCPs), which require an individual to meet a standard to receive a reward. The rules further divide HCPs into activity-only programs (which, as the name suggests, require an individual to perform a health-related activity) and outcome-based, which require a specific health outcome to obtain a reward, such as a biometric test. The rules provide examples of HCPs such as incentives to reduce high blood pressure or body mass index, and required education or training programs for individuals who are outside the normal range.

Wellness programs under the Affordable Care Act may be participatory or based on your health. Participatory programs must be made available to all similarly situated individuals, regardless of health status. This could include health classes, gym discounts, and Community Supported Agriculture programs (so you can access tasty vegetables like asparagus). nondiscrimination requirements and potential rewards for group plans under the Affordable Care Act (ACA). Unlike much of the fallout of the ACA, one does not need the Rosetta Stone to work through these new program requirements. These wellness program rules, which take effect for plans beginning in 2014, do not depart significantly from existing exceptions to the HIPAA nondiscrimination rules. They provide plans considerable flexibility in offering programs to incentivize participant healthy behaviors and outcomes.

Wellness Programs May Be Participatory or Health-Contingent

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The rules apply to all wellness programs, which fall into two categories. First, participatory programs (PPs) are those that either provide no reward, or no conditions for obtaining a reward. PPs must be made available to all similarly situated individuals, regardless of health status. This could include health classes, gym discounts, completing a risk-assessment, and yes, CSA memberships. Similarly situated individuals include a bona fide employment classification, status as beneficiaries, or age of dependent children. PPs do not have to meet any new requirements.

The second category is health-contingent WISCONSIN INDEPENDENT AGENT

HCPs rewards must be available to all similarly situated individuals who meet the qualifying standard or a reasonable alternative to the standard.

Broad Requirements for HCPs and Reasonable Alternatives HCPs are subject to several flexible requirements. First, individuals must be able to qualify for the reward at least on an annual basis. Second, the rule allows for a potentially increased reward. Current rules allow rewards of up to 20 percent of the insurance premium.

Notably, this is calculated based on the total cost of the employee (or employee’s family, if applicable) premium, not just the employee’s share. The new rules increase this maximum to 30 percent of the total, or 50 percent if the program rewards reduced tobacco use. For example, if the employee’s premium share is $3,000 and the employer pays $6,000, the reward for a non-tobacco HCP could be up to 30 percent off the $9,000 total. A reward may be a premium discount, or conversely the avoidance of a surcharge.

The HCP must be reasonably designed to promote health or prevent disease. To qualify under this broad standard, the program need only: 1) have a reasonable chance of improving

health or preventing disease; 2) not be overly burdensome; 3) not be a subterfuge for discrimination based on a health factor; and 4) not be highly suspect in the program method.

The requirements for a reasonable alternative are the same for all HCPs. If an alternative is an educational program, the plan must help the individual find the program, and enroll at no cost. However, while a plan must pay the costs of a diet program, it does not have to pay for food. For activity-only programs, individuals who cannot participate due to a medical condition or medical advice must be provided an alternative activity. For example, someone who cannot participate in a running activity program due to asthma might meet the standard through walking or another activity.

If the program is outcome-based and requires an individual to meet a standard based on an initial screening or measurement, it must offer an additional, reasonable means to qualify for all individuals who cannot meet the initial standard.

An alternative is reasonable based on all the facts and circumstances, including the required time commitment and physician recommendations. A plan does not have to offer alternatives in advance; rather it may determine an alternative based on an individual request. Individuals who do not meet initial time requirements may receive a reward retroactively. Finally, a plan may waive otherwise applicable standards and simply provide the reward.

Plan sponsors may want to offer participatory or health-contingent programs to encourage healthy activity from participants — even if it means getting people like me to eat asparagus.

The new rules and regulations under the ACA do not represent a sea change for plans already offering such programs, nor an incentive to discontinue them.

You should encourage plan sponsors and issuers with whom your agency works to review their current wellness programs (or consider implementing > Josh Johanningmeier one) and plan is the IIAW’s General communications to Counsel. Call the Legal comply with these Services Hotline at (877) 236-1669. new rules.

JULY 2013 | 15

IIA OF WISCONSIN SUPPORTS USO OF WISCONSIN On Mon., June 10, members of the IIA of Wisconsin participated in the USO of Wisconsin’s 4th Annual Salute to the Troops golf benefit at the Ironwood Golf Course in Sussex, Wisconsin.

All proceeds from the event go toward programs and services that support the men and women of the U.S. Armed Forces.

Before the golf scramble began, the Greater Milwaukee Fire and Police Pipes and Drums played the National Anthem, the Army National Guard’s Color Guard presented the United States and Wisconsin flags, and Gary Wetzel recited the Pledge of Allegiance.

Safety is your first line of defense

Gary is a recipient of the Medal of Honor, the highest military decoration bestowed on a member of the Armed Forces.

In 1968, PFC Wetzel and other members of the 173rd Assault Helicopter Company were shot down over Ap Dong An in Vietnam. Although he was losing consciousness, severely wounded and facing intense enemy fire, Wetzel continued to fight and aid fallen soldiers.

The Independent Insurance Agents of Wisconsin and the Zingen & Braun Insurance Agency were co-sponsors of the event.

For more information, visit www.usowisconsn.org.

On June 10, members of the IIA of Wisconsin participated in the Salute to the Troops golf benefit for the USO of Wisconsin. From left: Dave Dunker, IIAW President-Elect, Matt Weimer, IIAW board member; Matt Banaszynski, IIAW Executive VP; Gary Wetzel, Medal of Honor recipient; John Wickhem, IIAW Secretary-Treasurer; and Misha Lee, IIAW lobbyist.

WESTERN WISCONSIN AGENTS BUY EQUIPMENT FOR CVTC FIRE TRAINING PROGRAM Independent insurance agents put out a lot of virtual fires for their clients. To give back, a group of Wisconsin agents have donated to an organization that trains professionals to put out actual fires.

This year the Independent Insurance Agents of Western Wisconsin bought nearly $2,500 worth of equipment for the Chippewa Valley Technical College for its fire training program.

“The IIAWW has been working with the CVTC fire training program for six years,” said Brent Schuler, past president of the IIAWW. “They give us a wish list each year and we purchase items off of that list.

The CVTC helps train area fire departments.”

The equipment includes two ice rescue suits, rope edge rollers, rigging swivels, rescue rope, webbing, and accessory cord.

Money is raised through fund raising efforts like the IIAWW golf scramble. The 53rd annual golf outing was held on June 20 at Wild Ridge Golf Club in Eau Claire. It was a beautiful day and 76 agents, friends and guests took to the course.

IIAWW board members tried on equipment that the group has purchased for the Chippewa Valley Technical College fire training program. From left: Brent Schuler, IIAWW Past President; Dave Christopherson, IIAWW Treasurer; Kris Flock, IIAWW President; and Marcy Bruflat CVTC Fire Training Instructor.

Past donations include a thermal imaging camera, a confined space safety suit, radio headsets, training dummies, ropes, and other items.

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The IIAWW includes independent agents from St. Croix, Pierce, Dunn, Buffalo, Eau Claire, Chippewa, Barron and Polk counties.

On June 20, a great turnout of 76 golfers enjoyed the Wild Ridge Golf Course in Eau Claire.

16 | JULY 2013

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IRAQ-AFGHANISTAN WAR VETERAN RECIPIENT OF RECYCLED RIDE More than one million active members of the U.S. military dedicate their lives to service. This represents less than one percent of this country’s population. With so few protecting so many, it’s important to show appreciation for those who serve.

To give back to military families and the community, Progressive Insurance, hosted “Keys to ProgressSM,” a special event that provides deserving military families with a free, refurbished vehicle.

On June 12, vehicles were presented to families at more than 50 Progressive Service Centers across the country, including the service center in Greenfield, Wisconsin.

The criteria for choosing a recipient includes whether the veteran has a family, financial need, and how the car would impact the family in the long run.

On June 12, the Milwaukee area Progressive Service Center was the site for the Keys To Progress event. A recycled vehicle was presented to Leroy Brooks, a veteran of the Iraq and Afghanistan wars. From left: Craig Anderson, Enterprise VP and

Progressive partnered with the National Auto Body Council’s Recycled Rides program, Enterprise Rent-A-Car, the Veterans of Foreign Wars, and 1 (800) Charity Cars to make this event possible. Goff’s Collision repaired the vehicle. The Independent Insurance Agents of Wisconsin also supported the event.

Recycled Rides was created in 2007 to repair and donate recycled vehicles to families and service organizations in need. This is the first year that Wisconsin has been part of the program.

This year’s recipient, SPC Leroy Brooks, served for nine years in the Army and is a veteran of the wars in Iraq and Afghanistan.

Leroy was injured in combat and received the Combat Infantryman Badge for engaging in active ground battle.

“He performed exceptionally under fire,” said Steve Pepper, VFW State Quartermaster.

The VFW was responsible for finding a deserving veteran. “He was a member of Alpha Company and one of the last groups of deployed soldiers that served for 15 consecutive months overseas.”

If customers have an accident within a 20-mile radius of the Progressive Service Center in Greenfield, they can drop off their damaged car, have a customer service specialist go over the claim, and drive off in a rental car if necessary. The whole experience is meant to get the customer back on the road as quickly as possible.

“The average wait time at a service center is 14 minutes,” said Paul Stewart, Progressive Sales Manager. “We WISCONSIN INDEPENDENT AGENT

General Manager in Wisconsin; Ingrid Brooks; SPC Leroy Brooks; Rebecca Perillo, Progressive PD Community Manager; Flo; Angie Churma-Goff, owner of Goff’s Collision Repair; and Steve Pepper, VFW State Quartermaster.

“We are very proud of him,” said Rebecca Perillo, Progressive’s PD Community Manager, before handing Leroy the keys to a Nissan Xterra.

“Thank you for everything you have done serving this country.”

Leroy approached the podium with his wife, Ingrid, and his children.

“I am humbled and honored to be recognized on the home front,” he said. “It’s important to keep programs like this going for returning veterans.”

In addition to taking home the car, Leroy and his family received six months of auto insurance coverage, over $1,300 in gas cards, oil change gift certificates, car seats, and a car full of gifts for the children.

guarantee that your car will be worked on in 24 hours.”

Stewart said that Progressive works with about 12 car repair shops in the area. Progressive guarantees all repairs for as long as the customer owns or leases their car, even if they move to another state.

The Progressive Service Center is located at 3442 S. 103rd Street in Greenfield, Wisconsin. Visit progressiveagent.com for more information.

JULY 2013 | 19

MARKETING MINUTE

MARKETING MINUTE

GET WHAT YOU NEED

Companies can fall in love with themselves. Kodak is a good example. It saw itself as the premier film company – and it was. And even when digital photography was decimating its film sales, management failed to permit change.

FROM YOUR COMPANY’S MARKETING Make it a continuing priority to encourage satisfied customers to share their thoughts about your business.

Satisfied customers often remain silent so they need to know how important it is to have their support.

Unsigned testimonials look contrived, so be sure they include names and cities or towns. Otherwise, don’t use them.

Make it easy and convenient for customers to post comments.

The sales function is built into the DNA of every business. It’s as basic and unquestioned as a “great steak” at a company sales meeting.

The story with marketing is quite different.

It’s often viewed as a “side dish” to the sales “entrée,” nice but not necessary, particularly when the economy is either very good or very bad. When things are humming, who needs it and when the economy tanks, “we can’t afford it.”

There’s something of an “inbred” ambivalence about marketing. We want it but don’t really trust it. Even more to the point is a pervasive doubt that it’s worth the investment or that it doesn’t really make much of a difference.

Just when you think it will never happen, it will.

CREATE A RESERVOIR OF GOODWILL. It doesn’t appear on the company books, but you can take it to the bank. More often than not, its value is ignored, not taken seriously or dismissed as less than a “soft” asset. Whatever else it’s called, it’s goodwill.

Marketers worth their

It’s not surprising that marketing often finds itself on the defensive, never quite sure of its future.

Even so, the menu of the value of marketing today is lengthy. Here are eight:

salt welcome a major marketing challenge, one that flies in the face of ‘going along to get along.’ Such a role can have enormous value for creating

GUARD AGAINST NEGATIVE PUBLIC COMMENTS. This applies to every business – including yours – and here’s why. In the past, negative comments were mostly limited to word-of-mouth, with minimal spillover. Now that those same comments are viral, get prepared before you get hit.

discussion, thinking beyond the obvious

Avon has banked enormous amounts of it with its longtime national sponsorship of the “Avon Walk for Breast Cancer Research.” Bank of America wants more of it.

Meanwhile, much maligned BP (British Petroleum), having learned a bitter lesson with the horrendous Gulf oil spill debacle, is attempting to capture as much as possible by spending millions of dollars on an ongoing series of “public service” TV ads describing the company’s role in the cleanup, what it’s doing to assure it won’t happen again, and the role the hundreds of thousands of its employee play in the economy. This is a carefully crafted program that’s designed to change the public’s image of the company.

and the emotional.

20 | JULY 2013

A far better approach is to pay forward so that there is an existing reservoir of goodwill available should trouble strike.

HELP CUSTOMERS HELP THEMSELVES. Ian Gordon of Convergence Management Consultants, offers an indispensable marketing insight. He

contends that the incredible pace of change in technology, attitudes and products doesn’t give customers enough time to adjust, which causes continual stress, discomfort and frustration.

Why is this important? What difference does it make? He points out that whether we admit it or not, we need help to make successful adjustments. Otherwise, we avoid what makes us feel uncomfortable.

Recognizing this, businesses that take the customer experience seriously help their customers to help themselves to avoid negative feelings that can lead to opting out.

The Boston Globe, like so many newspapers, saw subscriptions nosedive at the same time that it’s free online products were failing to attract subscribers. Then, things changed.

Early in 2013, the subscription decline stopped and slowly moved upward mostly with paid subscribers to its new, unique electronic edition. Customized for individual readers, the presentation of key stories is just right.

Today, “intuitive” claims abound but few deliver on such a promise. The companies we do business with need to make sure they are providing the assistance that helps customers to help themselves.

FIGHT MAKING UNNECESSARY MISTAKES. Marketers worth their salt welcome a major marketing challenge, one that flies in the face of “going along to get along.” Caving in is easy, but maintaining one’s objectivity in the face of pressures to the contrary takes strength, more than most possess. This is a task that often requires raising questions about proposed plans and programs, pointing out deficiencies and even saying something’s not appropriate and why. Such a role can have enormous value for creating discussion, thinking beyond the obvious and the emotional.

If a company doesn’t value its marketers’ independence, it should be prepared to make unnecessary and costly mistakes.

HAVE A CLEAR PICTURE OF WHAT YOU’RE DOING. In a recent Psychology Today article, Sam Gosling, Ph.D., a personality/social psychologist at the University of Texas, Austin, says there are some things about ourselves that we see quite clearly, such as judging our own self-esteem, optimism and pessimism. But when it comes to other things in which we’re heavily invested, such as intelligence, attractiveness, body language, we have a lot of blind spots.

And it’s the same for companies. They not only know what they do well but they can

There are others. Dell could be one.

Blackberry may be another. And there are countless smaller businesses that fail to understand that such self-love is misplaced and dangerous, and is quite different from

loving your customers, which is only possible when you stop looking in the mirror every morning.

Companies, like people, can become so preoccupied with themselves that they fail to see themselves as they are.

When you think about it, getting the most from your company’s marketing has less to do with ads, sponsorships, events, Websites and press releases than it does with applying the analytical capabilities and insights of marketers to a company’s basic business issues.

> John Graham of GrahamComm is a marketing and sales consultant and business writer.

He publishes a free monthly eBulletin, “No Nonsense Marketing & Sales.” Contact him at johnrg31@me.com, 617-774-9759 or johnrgraham.com.

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Would the history of retailer JC Penney be any different if its board had sought the views of marketing professionals and others before draining the company coffers of $170 million acquiring a new management team and one billion on making merchandising changes?

WISCONSIN INDEPENDENT AGENT

become overly enamored with their excellence. In other words, companies can fall in love with themselves.

Kodak is a good example. It saw itself as the premier film company – and it was. And even when digital photography was decimating its film sales, management failed to permit change.

The myopia even extended to the company’s valuation of its vaunted patents. They finally went for a quarter of the company’s “estimated value.” Kodak’s ignominious fate is the story of a company that loved itself to death.

www.pekininsurance.com WISCONSIN INDEPENDENT AGENT

JULY 2013 | 21

114TH IIAW ANNUAL CONVENTION EXHIBITORS

Progressive Insurance

a great acknowledgement of the hard work and dedication these members have given to the Association. The IMT Group once again presented $1,200 to agents in the exhibit hall and The Hanover’s $3,500 sponsorship of the balloon drop is always a highlight of the opening night party. We are also grateful to all the companies that donated fantastic door prizes. Next year’s convention is scheduled for May 7 and 8, 2014, at the Madison Marriott West.

Eighty-five exhibitors offering a wide variety of products and services for agents filled the expansive Marriott exhibit hall at the IIAW annual convention in May. Many of the exhibiting companies also sponsored events during the convention. Big thank yous are in order for West Bend, ACUITY, SECURA and QBE for sponsoring CE sessions. Germantown Mutual also contributed $1,000 for two $500 giveaways during CE sessions. SECURA’s support of the past presidents party is

Pekin Insurance

AAA Wisconsin Travelers Insurance

SFM Insurance Anthem Blue Cross Blue Shield

Integrity Insurance SECURA Insurance The Hanover Insurance Group Capitol Insurance Companies

Society Insurance

ACUITY Insurance QBE Insurance

West Bend Mutual Insurance Company

Wilson Mutual Insurance Company

22 | JULY 2013

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JULY 2013 | 23

S W E N E H T N I S R E B MEM Richard C. Keith Inducted To Iowa Insurance Hall Of Fame Richard C. Keith, CPCU, IMT Group President and CEO, was inducted to the Iowa Insurance Hall of Fame during the 2013 Induction Ceremony held May 22, 2013, at the Olmsted Center at Drake University in Des Moines, Iowa.

Nearly 250 people were in attendance to celebrate this achievement with Richard and the other four inductees, Susan Haack, Merle “Bud” Ross, Susan Voss, and Clark Bening (awarded posthumously).

The Iowa Insurance Hall of Fame recognizes those who have made an outstanding contribution to the Iowa insurance industry. In his 26-year odyssey through the IMT company ranks, Richard has left his mark on people across the state, country, and especially those he has worked with at IMT. His vision and innovative thinking, combined with a steadfast commitment to the independent agent distribution channel, resulted in an unprecedented period of growth and profitability for The IMT Group. He has inspired many current and future leaders in the property casualty industry by sharing his knowledge, passion and ‘we are going to have fun’ attitude throughout his career.

Find The IMT Group on the Web at www.imtins.com.

ACUITY Contributes $100,000 To Anti-Heroin Task Force ACUITY Insurance contributed $100,000 to support efforts in the Sheboygan County area to tackle the growing heroin problem.

A task force, under the direction of Sheboygan Police Department Captain Jim Veeser, will administer ACUITY’s donation. The task force includes the police department, Sheboygan County’s Health and Human Services Department, Aurora Sheboygan, St. Nicholas Hospital, Healthy Sheboygan County 2020, the district attorney’s office, and the Sheboygan Area School District.

The donation, made through the ACUITY Charitable Foundation, was prompted by recent front-page articles in the Sheboygan Press.

The articles detailed the statewide problem of heroin trafficking and the growth of heroin addiction in the county, which has seen a 200 percent increase in heroin-related deaths since 2009.

Education is essential in the fight against this deadly drug.

According to Captain Veeser, the task force will focus on educating the community on heroin use and abuse, including teaming up with schools to inform youth about the effects of heroin addiction.

ACUITY’s contribution was made with this educational goal in mind. “Unfortunately, your children or grandchildren will likely be approached at some time by a drug dealer,” Salzmann said. “Hopefully, the way our children reject that proposition is centered around their knowledge, education, and value set. Now is the time to help them gain awareness of the devastating effects of heroin.”

ACUITY also envisions that its $100,000 contribution to the task force will spur additional funding from other sources.

S W E N E H T N I S R E B MEM Steiner has been with West Bend since 1994, serving in such roles as corporate sales manager, vice president of sales, vice president of marketing and underwriting, and senior vice president. He was named executive vice president and chief operating officer in 2007, president in 2008, and chief executive officer in 2009.

A graduate of the University of Wisconsin-River Falls, Steiner received an MBA from the University of Wisconsin-Eau Claire. He is a member of the Greater Milwaukee Chapter of the Chartered Property Casualty Underwriter’s Society. He serves on the boards of various organizations, including the Boys and Girls Club of Washington County – Board of Trustees, Kettle Moraine YMCA, MACC Fund (Midwest Athletes Against Childhood Cancer), Froedtert & Community Health, United Performing Arts Fund (UPAF), West Bend Community Foundation, and is a member of the Greater Milwaukee Committee.

Find ACUITY on the Web at www.acuity.com.

West Bend Top Workplace; CEO Steiner Receives Leadership Award West Bend Mutual Insurance Company has once again been included on a list of best places to work in Southeast Wisconsin. On the list of 2013 Top Workplaces, published by the Milwaukee Journal Sentinel, West Bend placed second in the large company category. The company moved up from third place in 2012. The evaluation for the Top Workplaces program is based on feedback from an employee survey.

“West Bend is honored to be recognized as one of Wisconsin’s top workplaces,” said Kevin Steiner, president and CEO. “This recognition is affirmation from our associates that we are going in the right direction, executing our plan, and making sure our associates are appreciated and feel part of something meaningful.”

A total of 224 companies participated in the program. Competitors in West Bend’s large company category include Kwik Trip Inc. at #3, Froedtert Health at #8, Children’s Hospital and Health System at #14, and Associated Bank at #15.

Also, as a result of the Top Workplaces survey, Kevin was honored with the Leadership Award. One of the survey statements to which West Bend’s employees responded was, “I have confidence in the leader of this organization.” Steiner ranked at the top overall for the responses to that statement.

Find West Bend on the Web at www.thesilverlining.com.

Society Names Weber New Vice President Society Insurance has hired Dominic Weber to fill the newly created role of vice president – actuary. Dominic will lead Society’s new Actuarial Department.

Weber has a wealth of experience in the insurance industry, most recently serving as chief actuary at Affirmative Insurance in Addison, Tex. Prior to that role, Weber spent a significant portion of his career with Zurich Insurance Group, where he was intimately involved with the development of a regional company acquisition, Empire Fire and Marine of Omaha, Neb. Weber was the first actuarial employee at Empire Fire and Marine and built an actuarial staff of 20 as the organization grew into a billion dollar premium writer.

“We’re extremely excited to add Dominic to our leadership team,” said Society President and CEO Rick Parks. “We think his experience in reserving, rate-making, modeling and database development will help Society comfortably transition to the next level in the insurance industry.”

Weber, a native of Kansas City, Mo., graduated from the University of Nebraska with a degree in Actuarial Science.

Find Society on the Web at www.societyinsurance.com.

“Have you ever had a grim realization that was also a compelling motivator? That’s what happened last Sunday morning after reading the Sheboygan Press article on heroin trafficking,” said ACUITY President and CEO Ben Salzmann. “We realized that ACUITY needed to come to the aid of Sheboygan County in addressing this dreaded addiction and leading cause of crime in our community.”

24 | JULY 2013

“I’m truly honored to receive this award,” Steiner said. “I view this as a vote of confidence, not just for me, but for our company’s entire management team. It’s ultimately a good thing for our company because it shows that my fellow associates trust we’ll continue to make decisions that will keep this company moving forward.”

WISCONSIN INDEPENDENT AGENT

J.M. Wilson Adds Underwriter To Madison Office Managing general agency J.M. Wilson announced the hiring of Kristen Pusateri as property/casualty underwriter in its Madison office.

WISCONSIN INDEPENDENT AGENT

Her responsibilities include reviewing, quoting, binding and servicing commercial P/C accounts for Wisconsin independent agents appointed with J.M. Wilson.

Pusateri has experience working as an insurance agent and CSR for a retail insurance agency in Iowa. She was responsible for quoting accounts, making file amendments and handling claims. Her most recent employment was with Whole Foods Market where she was the customer service supervisor.

Find J.M. Wilson on the Web at www.jmwilson.com.

M3’s Hamielec Wins National CSR Award The National Alliance for Insurance Education & Research has announced the winners of this year’s National Outstanding Customer Service Representative (CSR) of the Year. In Wisconsin, Lindsay R. Hamielec of M3 Insurance took home the award.

Candidates for this award are all insurance customer service representatives, or have primary responsibility for insurance customer service duties. To qualify for the top honor in their state, the 2013 candidates submitted an essay on the following topic: “Communication is one of the most important parts of building strong relationships with your clients, companies, and coworkers. Identify and explain the four greatest barriers to effective communication that you face (or have faced) and how you’ve worked to overcome these barriers.”

Entrants also must have demonstrated commendable service to their agencies, their industry, and their community.

Each state winner receives a framed certificate and is eligible to compete for the national honor, which carries a $2,000 cash award, a gold and diamond pin, $1,000 cash award for the nominator, and a scholarship for the recipient’s employer to any program offered by The National Alliance. Additionally, the name of the Outstanding CSR of the Year is inscribed on a sculpture permanently displayed at the national headquarters of The National Alliance for Insurance Education & Research in Austin, Texas.

Find M3 Insurance on the Web at www.m3ins.com.

Integrity Insurance Adds To Commercial Underwriting Team Marcia Roehrig has accepted the position of commercial underwriter at Integrity Insurance. Previously, Roehrig was a commercial lines underwriter at SECURA Insurance in Appleton.

“As an Integrity commercial lines underwriter, Marcia will be responsible for developing agency relationships and managing a book of commercial business including quotes, new business, and renewals,” said Mark Fowler, commercial lines underwriting manager. “Her experience CONTINUED ON NEXT PAGE

JULY 2013 | 25

S W E N E H T N I S R E B MEM CONTINUED FROM PREVIOUS PAGE

in writing profitable new business and developing successful agency relationships will be a great addition to our team.”

FROM THE ARCHIVES

Salienko Completes Insurance Producer Program Mikhail Salienko of Compass Insurance Services recently completed a Producer Development Program offered by West Bend Mutual Insurance Company.

Participants in the five-month program gained valuable knowledge to better service their clients in the ever-changing insurance industry.

Originally from Brillion, WI, Roehrig received a bachelor’s degree in business administration from UWStevens Point.

Fowler has also announced that Patrick Hughes has accepted the position of associate commercial lines underwriter. Prior to his new role, Hughes was a property claims rep with Integrity since June 2011. “Patrick brings many assets to the Commercial Lines department including his expertise in working with customers and his understanding of the agency/company relationship,” said Fowler.

The training session consisted of group discussions, independent course study, one-on-one coaching sessions, and business plan preparation. Mikhail was one of twenty-three independent insurance agents from Wisconsin, Illinois, Iowa, Minnesota, and Kentucky selected to complete the West Bend program.

A native of Oshkosh, Hughes graduated from UW-Oshkosh with a bachelor’s degree in business administration. He continued his education earning an Accredited Advisor in Insurance (AAI) designation.

Mikhail is a commercial lines account executive for Compass Insurance Services with over 10 years of insurance industry experience and an extensive background in workers’ compensation, general liability, and commercial auto.

Find Integrity on the Web at www.integrityinsurance.com.

Find Compass on the Web at www.compassinsurance.net.

On September 4, 1997, IIA of Wisconsin members gathered at the Heidel House in Green Lake for the annual Fall Planning session. Enjoying a break are Bob Marsh (past president 2005-06), Bob Cadwell Sr. (past president 199394), Diane Marsh and Carol Cadwell. Paul Leitch served as the IIA of Wisconsin President in 1997-98.

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A PROMISE WE DON’T TAKE LIGHTLY “When it comes to my hockey team, I’m loyal to a fault. That same commitment and loyalty applies to serving our agents. My team takes pride in being a valuable niche for hard to place personal lines.

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Stacey Nelson, CISR Personal Lines & Garage Manager—and valuable team player

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Connect with Stacey on LinkedIn!

26 | JULY 2013

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Managing General Agency Since 1920 Property/Casualty t Professional Liability t Surety Commercial Transportation t Personal Lines t Premium Finance

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ROBERTSON RYAN & ASSOCIATES, INC. JULY 2013 | 27

REBHOLZ HONORED FOR LIFETIME COMMITMENT TO SERVICE

Looking for a rewarding position in a great team environment?

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â&#x20AC;&#x153;I have faith in this organization,â&#x20AC;? said On May 30, 2013, friends, family, and coStates. He led the National Strategic Planning Rebholz. â&#x20AC;&#x153;Volunteers are the heart and soul of workers from across the country gathered Subcommittee and created the agencyâ&#x20AC;&#x2122;s America.â&#x20AC;? at the Pentagonâ&#x20AC;&#x2122;s Hall of Heroes to honor Jim Rebholzâ&#x20AC;&#x2122;s In recognition of his accomplishments, accomplishments as a steadfast Rebholz was honored with many awards volunteer for Employer Support including the Minute Man Award, Seven of the Guard and Reserve (ESGR).

Seals Award, and James M. Roach Spirit Rebholz has been active with of Volunteerism Award â&#x20AC;&#x201D; the highest ESGR for the past 30 years, ESGR recognition bestowed upon a serving in numerous volunteer volunteer for sustained and quality positions since 1983. As a resident service, and the Secretary of Defense of Wisconsin he served as the Outstanding Public Service Award.

Wisconsin ESGR State Chairman before being appointed as the As Rebholz steps down as ESGRâ&#x20AC;&#x2122;s ESGR National Chairman by National Chairman, he wants to leave Secretary of Defense Robert Gates everyone with these words: â&#x20AC;&#x153;ESGR in 2007. Rebholz was reappointed â&#x20AC;&#x201D; you have been an inspiration and for a second term with the blessing in my life and leave me with a National Committee in 2010.

Outgoing ESGR National Chair James G. Rebholz (right) receives the Secretary of debt of gratitude I can never repay. As Find out more about the ESGR at Defense Medal for Outstanding Public Service from Major General (Ret.) Richard O. I close this chapter of my life, please www.esgr.mil.

Wightman at the Pentagonâ&#x20AC;&#x2122;s Hall of Heroes. know you all will remain a priceless treasure in my memory.â&#x20AC;?

With incredible expertise, first-ever strategic plan. During his time with knowledge, and leadership, Jim Rebholz Jim Rebholz is a principal with Zingen & ESGR, Rebholz helped grow the volunteer base furthered ESGRâ&#x20AC;&#x2122;s vision to foster a culture in Braun Insurance in Brookfield, Wisconsin. to nearly 5,000 people, allowing the agency to which all employers support and value the Find Zingen & Braun on the Web at www. touch the lives of millions of service members employment and military service of National zingenbraun.com. and their employees.

Guard and Reserve members in the United

Rely on

stabili ty. Rely on Wilson.

Quality . Stability . Teamwork . Service . Integrity

At WPS, doing whatâ&#x20AC;&#x2122;s right means helping Wisconsin residents protect what all of us value most: our health, financial security, and peace of mind.

For more information about becoming an Individual Sales Representative, please visit www.wpsic.com.

Wisconsin Physicians Service Insurance Corporation Equal Opportunity/Affirmative Action Employer

ARE YOU totally

WORRY FREE? Our people make the difference. Contact us today to see how you can become part of the Wilson Mutual family.

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Brian Christ, District Sales Manager 28 | JULY 2013

WISCONSIN INDEPENDENT AGENT

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WEST DES MOINES, IOWA â&#x20AC;˘ 800.274.3531 â&#x20AC;˘ WWW.IMTINS.COM

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JULY 2013 | 29

FOOD FOR THOUGHT Have u heard the latest about ACUITY?

YES! Every1 is talking about them : ) HOME SWEET HOME SALES According to the National Association of Realtors, home sales in Wisconsin have increased each month in 2013. In January, statewide home sales reached 3,517. In February, 3,684 homes were sold.

March was a better month with 5,144 homes sold and April continued the winning trend with 5,891 sales. If this trend continues for the year, Wisconsin is on track to sell over 63,000 homes, the highest total since 2007, when sales totaled 67,397.

Source: Wisconsin Realtors Association

WOULD J. EDGAR BE FILLED WITH PRIDE? THE FBI IS ALMOST 105 Seeking to form an independent and more efficient investigative arm, in 1908 the Department of Justice hired 10 former Secret Service employees to join an expanded Office of the Chief Examiner. The date when these agents reported to duty - July 26, 1908 - is celebrated as the genesis of the FBI. By March 1909, the force included 34 agents, and Attorney General George Wickersham, Charles Bonaparte’s successor, renamed it the Bureau of Investigation. The federal government used the bureau as a tool to investigate criminals who evaded prosecution by passing over state lines, and within a few years the number of agents had grown to more than 300. The agency was opposed by some in Congress, who feared that its growing authority could lead to abuse of power. Congress accusing a group of abusing power…that is funny. Source: history.com

PLACED

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See what they’re saying at: www.acuity.com

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30 | JULY 2013

WISCONSIN INDEPENDENT AGENT

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