Hospitality Risks Directory; Homeowners & Auto; Public Entities by Insurance Journal

APRIL 8, 2013 | Vol. 91, No. 7

NATIONAL

We help you get your name out. You help us get our message out. Let the back-scratching begin! Working together, we’ll provide your policyholders with the Strength to Rebuild ® after California’s next damaging earthquake. CEA’s Marketing Value Program (MVP) offers FREE marketing tools to help you connect with clients. Simply put, it’s back-scratching all around. • Get postage-paid direct mail printed with your name and address. • Register early and get a FREE go-bag and gas-valve shutoff wrench. • Send FREE preparedness starter kits to your new CEA policyholders. • Distribute your direct mail with FREE statewide advertising support. The MVP helps CEA get its message out about earthquake insurance, and it helps your business in a way that says “I care.” All California-licensed agents employed or appointed by CEA’s participating insurance companies can join the MVP. Sign up today at EarthquakeAuthority.com/MVP

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Inside This Issue

N24 On The Cover

Special Report: Young Agents Survey

April 8, 2013 • Vol. 91, No. 7 • National

NATIONAL COVERAGE 8 Insurance Covered Half of U.S. Disaster Costs in 2012: Swiss Re 10 The Greenberg Interview: Spitzer, AIG, Bailout and More 16 How Obamacare Could Affect P/C Insurance 18 Spotlight: 5 Things to Know About Education & Training

Idea exchange 24 Special Report: Being an Agent Is the Best Kept Career Secret

28 The Competitive Advantage: Burand

30 How to Navigate Addiction Rehab Facilities Through Healthcare Reform

34 The Next Generation: Coons

36 2013 Education & Training Directory

46 Closing Quote: New + Old = Workforce Success

20 Spotlight: Tailor-Made Policies in Medical and Professional Liability

DEPARTMENTS 12 14 32 32 35

4 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

Business Moves People Declarations Figures MyNewMarkets

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Opening Note Personal Touch

gents appear to be winning the race in home insurance — at least when it comes to claims. Home insurance claimants who file through agents show greater satisfaction levels — 50 points higher — than those who file claims directly. Despite better satisfaction when filing through agents, the percentage of customers filing through direct channels continues to rise. That is according to the J.D. Power and Associates 2013 Property Claims Satisfaction Study, which also found that overall homeowners insurers continue to get high marks for claims handling even as they have faced two of the heaviest years — 2011 and 2012 — for claims. Overall satisfaction in the 2013 study is 832 (on a 1,000-point scale), significantly increasing from 823 in 2011 and 818 in 2010. For the approximately 8 percent of homeowners in the United States filing a property claim this year, the average settlement amount is $8,517, up from $7,937 in 2012. While the amount of the settlement to cover contents increased by nearly $250 year-over-year, the amount to cover the cost of repairs increased Don’t lose a customer to $7,844 in 2013 from $7,151 in 2012. The average out-of-pocket expenses because of a poor paid by homeowners nearly doubled claims experience. to $3,888 in 2013 from $1,945 in 2012. The most frequent reasons for filing a claim are tornado/hurricane (33 percent); hail (22 percent); and water damage not caused by weather (14 percent). The study, now in its sixth year, measures satisfaction with the property claims experience among insurance customers who filed a claim for damages covered under their homeowners’ policy by examining five factors: settlement; first notice of loss; estimation process; service interaction; and repair process. “Despite increases in both the frequency and average severity of property damage in the U.S. during the past two years, the fact that customer satisfaction remains high is a testament to how diligently the personal insurance industry has responded to its customers,” said Jeremy Bowler, senior director of the insurance practice at J.D. Power and Associates. While overall satisfaction remains relatively stable, satisfaction with the service interaction process declined by nine points in 2013, compared with 2012. Much of that drop in satisfaction is due to the continuing trend of homeowners filing their claim via direct channels — typically online or by calling a call center — rather than through an agent. Do your customers file claims through the agency? Or do you tell clients to contact the insurer’s claims hotline? “During times of hardship when someone’s house has been destroyed or their valuable possessions have been lost, it’s difficult for a call center representative to replicate the personal relationship customers get with an agent,” Bowler said. Don’t lose a customer because of a poor claims experience. Agents should be the point of contact in times of crisis — if only to give that extra special personal touch to customers during a devastating loss.

Andrea Wells Editor-in-Chief

6 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

EDITORIAL

Editor-in-Chief Andrea Wells | awells@insurancejournal.com V.P. Content Andrew Simpson | asimpson@insurancejournal.com East Editor Young Ha | yha@insurancejournal.com Southeast Editor Michael Adams | madams@insurancejournal.com South Central Editor/Midwest Editor Stephanie K. Jones | sjones@insurancejournal.com West Editor Don Jergler | djergler@insurancejournal.com International Editor Charles E. Boyle | cboyle@insurancejournal.com Senior Editor Susanne Sclafane | ssclafane@insurancejournal.com ClaimsJournal.com Editor Denise Johnson | djohnson@claimsjournal.com MyNewMarkets.com Associate Editor Amy O’Connor | aoconnor@mynewmarkets.com Columnists Chris Burand Contributing Writers David Coons, Sharon Emek, Gary Head

SALES

V.P. Sales & Marketing Julie Tinney (800) 897-9965 x148 jtinney@insurancejournal.com West Dena Kaplan (800) 897-9965 x115 dkaplan@insurancejournal.com South Central Mindy Trammell (800) 897-9965 x149 mtrammell@insurancejournal.com Midwest Lauren Knapp (800) 897-9965 x161 lknapp@insurancejournal.com Southeast Howard Simkin (800) 897-9965 x162 hsimkin@insurancejournal.com East Dave Molchan (800) 897-9965 x145 dmolchan@insurancejournal.com New Markets Sales Manager Kristine Honey | khoney@insurancejournal.com Classifieds, Jobs, Agencies Wanted/For Sale (800) 897-9965 x125 Ly Nguyen | lnguyen@insurancejournal.com

MARKETING/NEW MEDIA

Marketing Administrator Gayle Wells | gwells@insurancejournal.com Advertising Coordinator Erin Burns | eburns@insurancejournal.com (619) 584-1100 x120 New Media Producer Bobbie Dodge | bdodge@insurancejournal.com Videographer/Editor Matt Tolk | mtolk@insurancejournal.com

DESIGN/WEB

Vice President/Design Guy Boccia | gboccia@insurancejournal.com Vice President/Technology Joshua Carlson | jcarlson@insurancejournal.com Design and Marketing Executive Derence Walk | dwalk@insurancejournal.com Web Developer Jeff Cardrant | jcardrant@insurancejournal.com Web Developer Chris Thompson | cthompson@insurancejournal.com

IJ ACADEMY OF INSURANCE

Director of Education Christopher J. Boggs | cboggs@ijacademy.com Online Training Coordinator Barbara Whiffen | bwhiffen@ijacademy.com

A D M I N I S T R AT I O N

Chairman Mark Wells Chief Executive Officer Mitch Dunford Accounting Manager Megan Sinclair | msinclair@insurancejournal.com

FOR QUESTIONS REGARDING SUBSCRIPTIONS: Call: 855-814-9547 or you may subscribe or change your address online at: insurancejournal.com/subscribe Insurance Journal, The National Property/Casualty Magazine (ISSN: 00204714) is published semimonthly by Wells Publishing, Inc., 3570 Camino del Rio North, Suite 200, San Diego, CA 92108-1747. Periodicals Postage Paid at San Diego, CA and at additional mailing offices. SUBSCRIPTION RATES: $7.95 per copy, $12.95 per special issue copy, $195 per year in the U.S., $295 per year all other countries. DISCLAIMER: While the information in this publication is derived from sources believed reliable and is subject to reasonable care in preparation and editing, it is not intended to be legal, accounting, tax, technical or other professional advice. Readers are advised to consult competent professionals for application to their particular situation. Copyright 2013 Wells Publishing, Inc. All Rights Reserved. Content may not be photocopied, reproduced or redistributed without written permission. Insurance Journal is a publication of Wells Publishing, Inc. POSTMASTER: Send change of address form to Insurance Journal, Circulation Department, PO Box 3618, Northbrook, IL 60065-3618 ARTICLE REPRINTS: For reprints of articles in this issue, contact Rhonda Brown at 1-866-879-9144 ext. 194 or rhondab@fosterprinting.com. Visit insurancejournal.com/reprints for more information.

PERSONAL

I NSU RANCE

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News & Markets Insurance Covered Half of U.S. Disaster Costs in 2012: Swiss Re

atural catastrophes and man-made disasters caused $186 billion in economic losses globally in 2012 and took approximately 14,000 lives, according to global insurer Swiss Re’s latest sigma study. The United States bore the brunt of those disasters, or about $119 billion of that total economic hit. Private and public insurance picked up the tab for more than half of that damage in the United States, or $65 billion. The large-scale weather events in the United States pushed the global total of insured weather-related claims for the year to $77 billion, the third most expensive on record. This is significantly lower than 2011, when record earthquakes and flooding in the Asia-Pacific caused historic insured losses of more than $126 billion, the highest ever recorded. Nine of the 10 most expensive insured loss events occurred in the United States in 2012. “The severe weather-related events ... provided a reminder of the value of insurance and the vital role it plays in helping individuals, communities and businesses to recover from the devastating effects of catastrophes,” said Kurt Karl, Swiss Re’s chief economist. “However, large parts of the globe that are prone to weather

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extremes were not able to The Most Costly Insured Catastrophe Losses in 2012 rely on financial relief due Insured losses Date Event to low insurance penetra (in $US billion) tion.” 1. 35 Oct/Nov Hurricane Sandy Hurricane Sandy was 2. 11 Jul/Sep Drought in the Corn Belt the most expensive event 3. 2.5 March Severe storms, tornadoes in terms of economic and 4. 2.5 April Severe storms, tornadoes insured losses. The hurri5. 2.0 July Derecho storm cane caused an estimated 6. 1.7 May Thunderstorms, tornadoes, hail $70 billion in economic 7. 1.6 May Earthquakes MW 5.9 and MW 5.8 (Italy) losses, making it the 8. 1.6 August Hurricane Isaac 9. 1.0 June Thunderstorms, tornadoes, hail second-most damaging 10. 1.0 June Thunderstorms, >tornadoes, hail, hurricane after 2005’s flooding (Wichita) Katrina. Insured losses Source: Swiss Re were approximately $35 and strike densely populated regions such as billion, of which $20 the Northeast means extreme storm-surges billion to $25 billion were covered by the need to be more thoroughly understood.” private insurance market. The remaining A simulation exercise presented in Swiss insured losses were incurred by the federal Re’s sigma study shows how an increase of National Flood Insurance Program. sea levels of 10 inches by 2050, will almost According to Swiss Re, Sandy’s losses double the probability of extreme flood stemmed from the largest windspan losses occurring. A $20 billion insured loss recorded for a North Atlantic hurricane, and event, now expected once in 250 years, from the ensuing massive storm surge that would be expected once in 140 years. caused flooding in the densely populated A rare and relatively weak series of East Coast. It also led to the worst power earthquake shocks in northern Italy caused outage caused by a natural catastrophe in insured losses in excess of $1.6 billion, the U.S. history. Hurricane Sandy also struck the highest recorded in the country. Total ecoCaribbean and stretched to Canada, adding nomic loss was $16 billion. to the loss of lives and property. Italy has one of the lowest earthquake “Sandy challenged the industry with its insurance penetration rates among induscombination of record-wind field and storm trialized countries, with high exposure to surge,” said Matthias Weber, Swiss Re’s group earthquake risk, Balz Grollimund, Swiss chief underwriting officer. “The possibility Re’s head of earthquake risk, said. that such events could increase in frequency

8 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

3/6/13 9:08 AM

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NATIONAL COVERAGE

News & Markets The Greenberg Interview: Spitzer, AIG, Bailout and More By Andrew Simpson

he near-collapse of American International Group (AIG) in 2008 came about because of the scare tactics and political ambition of one man — then New York Attorney General Eliot Spitzer, according to Maurice “Hank” Greenberg, former chairman and CEO of AIG, who left AIG earlier than he planned in 2005 because of Spitzer. Greenberg says Spitzer’s attacks weakened AIG’s management to the point where directors worried more about their own liability than about the corporation. Spitzer also distracted executives who dropped many risk management practices that had been in effect during decades of growth and had kept the financial products division from engaging in the type of very highrisk endeavors that eventually led to AIG’s financial problems. “The board had completely rolled over for Spitzer. They didn’t know what was going on. They abandoned all the risk management controls that we had had. Many of the people that were very critical left the company,” Greenberg says. Greenberg’s account of the Spitzer years, along with his insider view of the 2008 financial crisis and the so-called AIG bailout, can be found in his new book, “The AIG Story,” and in a new interview with Wells Media Group’s Andy Simpson that is available on CarrierManagement.com. Greenberg helped build AIG into the world’s largest insurer with a market value of $180 billion, forging relationships, inventing products and opening markets around the globe in places such as China, India, Japan and, at the end of the Cold War, in Hungary, Poland,

Web Resource To view the complete interview with Hank Greenberg visit: www.insurance journal.tv/videos/9275/. 10 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

view, is Greenberg’s Romania and other account of what hapSoviet countries. pened: All was well until “Paulson, secretary 2005, when Spitzer of the Treasury, calls entered the scene. up Bob Willumstad, The cornerstone of who’s then running Spitzer’s attack against the company, and said, Greenberg was a finite ‘The only relief we’re reinsurance transacgoing to give you is just tion with General Re one, and you’re going for which no evidence to either take it or not: of wrongdoing by $85 billion at 14.5 perGreenberg was procent interest, and 79.9 duced. percent of the com Wells Media’s interMaurice ‘Hank’ Greenberg pany, and incidentally view covers Greenberg you’re fired. Now, sign the agreement.’ as an angry, young military veteran who ‘I’m not going to sign the agreement, got his first insurance job at Continental you just fired me.’ Casualty to his life today as an industry So, he [Paulson] sends in Ed Liddy as veteran angry at Spitzer, Frank Zarb, his successor. Liddy is on the board of Hank Paulson, Ed Liddy, Arthur Levitt Goldman Sachs at the time he signs the and others who presided over the govagreement. He resigns from the board ernment takeover and partial dismanthree days later, retroactively. tling of the company he built. “Then $60 billion of the $85 billion Spitzer is the main reason Greenberg goes out the back door, $12 billion to wrote his book and did the interview: Goldman Sachs. And even the Arab “The point of writing the book, to Bank, which was 26 percent owned by me, at least, was what happened in Libya, and Gaddafi is still running Libya, the United States by an aggressive, gets access to the Fed window, and AIG and now, disgraced Attorney General. is denied access to the Fed window. How one individual could help destroy Then after this deal of bailing out the a company that had a market value of $60 billion, AIG is muzzled and cannot $180 billion. How many pension funds talk about that. [It’s] forced to give a suffered? Losses that were just dramatgeneral release to all of the people that ic. How many employees or retired peogot the bailout, backdoor bailout. Does ple lost their life to one individual that that sound suspicious to you?” was seeking to make a name for himself Greenberg is now leading a shareby taking down people. Not something holders’ lawsuit against the government you would expect in a country like the claiming the “bailout” was unconstituUnited States.” tional. In addition to not being a Spitzer In the Wells Media Group interview, insider, Greenberg was an outsider to Greenberg also offers his views on the Goldman Sachs circle that included current challenges for today’s insurPaulson and Liddy, who Greenberg ance CEOs, including regulation and believes made AIG the fall-guy in the risk pricing, as well as his opinions on financial crisis while engineering a subjects including corporate culture, “backdoor bailout” of Goldman Sachs employee compensation, predictive and other financial institutions. modeling and climate change. Following, excerpted from the interwww.insurancejournal.com

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Business Moves based property/casualty insurer specializing in general liability and workers’ compensation. Under the terms of the transaction, Southport Lane will make a $50 million investment in Dallas National, raising its capital and surplus to $107.5 million, and will acquire 100 percent voting control through an investment subsidiary. The acquisition has been approved by both the Texas Department of Insurance and the Delaware Department of Insurance. Dallas National’s core operations will remain in Texas. MMIC Minneapolis-based medical malpractice insurer MMIC is conducting business in Indiana. This brings the total number of states in MMIC’s core territory to nine. MMIC President and CEO Bill McDonough said the company’s goals for the new state are to offer a mutual company option to the healthcare market and to provide competitive product and service offerings for all of MMIC’s business segments. The company plans to provide clients and agency partners with services in the areas of claim, risk management, underwriting, sales and health I.T. MMIC already has appointed several agents in Indiana. Southport Lane, Dallas National Southport Lane, a New York-based private equity firm, completed its acquisition of Dallas National Insurance Co., a Texas-

Digital Insurance, Group Brokerage Atlanta-based benefits broker Digital Insurance has acquired Group Brokerage Insurance Agency of Cambridge, Mass. The nearly 30-year-old Massachusettsbased benefits firm will now operate under the banner of Digital Benefit Advisors (DBA), a division of Digital Insurance. It will be Digital Insurance’s first office in the New England region. Group Brokerage Insurance Agency’s founder and president John Siracusa and his team will be joining Digital Insurance’s DBA division. Digital Insurance has acquired a number of businesses in recent months, including Benefit Services & Design of Raleigh, N.C., Health Star Consulting of Clayton, Mo., and Capital Benefits Group in Brentwood, Tenn. Navigators Group The Navigators Group, a specialty insur-

12 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

ance holding company, plans to move its corporate headquarters from Rye Brook, N.Y., to Stamford, Conn., promising to add 200 jobs in Connecticut within the next five years. The company expects to finish the move around Labor Day, according to The Associated Press. The Navigators Group also will be a recipient of Connecticut’s state aid program. Under the agreement, Navigators will receive a 10-year, forgivable, no-interest loan of up to $8 million and a grant of up to $3.5 million, according to an announcement by Connecticut Gov. Dannel Malloy. G.J. Sullivan, Network E&S G.J. Sullivan Company Excess & Surplus Lines Brokers has acquired Network E&S Insurance Brokers’ book of California business. David Gorin and Sherri Gust will join GJS E&S, and will operate from Sullivan’s Orange County, Calif., office. Gorin will be responsible for servicing Network’s book of business and acquiring new business for all lines. G. J. Sullivan Company acts as an insurance wholesaler, providing a variety of retail agents and brokers across the United States with access to North American and international surplus lines insurance markets. Among the specialized insurance programs are directors and officers (D&O), tow trucks, trucking and restaurants. The G.J. Sullivan Company Excess & Surplus Lines Brokers is a member of The Sullivan Group consortium.

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Beyond Security®

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“I love the thrill of cruising down the highway on my Harley, but I always put safety first. It takes more than a quality machine to be secure on the road. It requires driving skill and expertise. “In the office, I turn to General Star for the financial safety I demand for my clients. Their A++ rating and Berkshire Hathaway backing is important, but it’s their underwriting skill and E&S expertise that puts them ahead of the pack! “Whether I’m exploring the open road or working on a challenging account, I always feel secure with General Star behind my clients and me.” To locate the General Star broker nearest you, visit our website at www.generalstar.com. © 2013 General Star National Insurance Company is licensed in all states, the District of Columbia and Puerto Rico. General Star National Insurance Company has its principal place of business in Stamford, CT and operates under NAIC Number 0031-11967. General Star Indemnity Company is an eligible surplus lines insurer in all states, the District of Columbia, Puerto Rico, and the Virgin Islands. It has the status as an unlicensed insurer in California and operates under NAIC Number 0031-34991. Insurance is placed with the General Star companies by licensed producers and, for risks that qualify, by licensed surplus lines brokers. Atlanta 404 239 6777 Chicago 312 267 8600 Los Angeles 213 630 1930 New York 212 859 3950 Stamford 203 328 5700

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NATIONAL COVERAGE

People Matthew Schneider

Richard Colton

John Haskell

Paul Buffone

Aon Risk Solutions, the global risk management business of Aon plc, has promoted Matthew Schneider to chief operating officer for the Greater New York region. Based in Aon’s New York office, Schneider will focus on retaining clients, optimizing service standards within the account executive ranks, driving blended property/casualty and health and benefits middle-market growth, as well as working with local carrier management. Schneider has held a variety of leadership positions during his more than 20 years at Aon. Most recently, he served as president and resident managing director of the Morristown, N.J., office where he provided risk management consultation and insurance broking services to midsize and Fortune 500 clients. Schneider is also an adjunct faculty member at Seton Hall University in South Orange, N.J., and serves on the grants committee of the Insurance Industry Charitable Foundation. Wells Fargo Insurance, part of Wells Fargo & Co., named Richard Colton head of its mergers and acquisitions industry practice. Based in New York, he will report to Peter Gilbertson, regional managing director for Wells Fargo Insurance’s Northeast region. Wells Fargo Insurance’s mergers and acquisitions industry practice serves middle-market and large corporate customers, including private equity firms, with insurance, risk, due diligence, and employee benefit services and solutions. In his role, Colton will work closely with clients pursuing opportunities with private equity-related transactions, as well as lead related sales and growth initiatives, and operations. Colton previously served as co-founder of Aon’s mergers and acquisitions group, and was also former chairman of Lockton’s mergers and acquisitions group. In a separate announcement, Wells Fargo Insurance also named John Haskell managing director for the Pacific Northwest. Haskell will lead business development, client service and

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sales, and cross-sell strategy for the company’s insurance operations in Alaska, Idaho, Oregon and Washington. Based in Seattle, he reports to Rich Lane, regional managing director for Wells Fargo Insurance’s Northwest region. Haskell has worked for Wells Fargo for the past 12 years and has held several production and leadership roles throughout the company, serving most recently as head of commercial lines for the Seattle office. He began his career as an underwriter with Aetna Casualty & Surety Co., and worked at Marsh, a subsidiary of Marsh & McLennan Companies. Wells Fargo Insurance’s Pacific Northwest region includes 11 offices and more than 370 team members who provide insurance services to Wells Fargo’s business banking, middle market, large corporate, and high-net-worth customers throughout the region. Wells Fargo Insurance is part of San Francisco-based Wells Fargo & Co, a financial services company with $1.4 trillion in assets. Louisiana Workers’ Compensation Corp. ( LWCC) has promoted two key executives. Paul Buffone is now senior vice president and chief claims and information officer, and John Hawie is senior vice president and chief strategy and investment officer. Buffone started with LWCC in 1993 as a law clerk. He later held various attorney positions for the company before becoming senior corporate counsel. He also has served as named director of litigation services, assistant vice president of risk management services and vice president of risk management services. Most recently he was senior vice president of risk management services. Hawie joined LWCC in 2009 as senior vice president and chief investment officer. He was previously senior vice president and chief investment officer for Commerce Group in Webster, Mass., and prior to that served as team leader/ portfolio manager for General Re-New England Asset Management in Farmington, Conn.

1/27/11 9:42 AM 6/11/11 9/6/11 2:54 8:30 PM

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“Stability is a reﬂection on the agent. Texas Mutual is consistent in all aspects of its business.” like consistency in the marketplace. That’s why it’s important to work with “Customers a company that has a track record of reliable service. Texas Mutual has created a very

stable market and is consistently responsive in every aspect of workers’ comp — and now that they have an ‘A’ rating from A.M. Best, we have further proof of their strength and stability.”

Patrick Watkins, CIC, CRM

President, Watkins Insurance Group

To learn more about workers’ comp insurance from Texas Mutual Insurance Company, call (800) 859-5995 or visit www.texasmutual.com. Texas Mutual Insurance Company is rated ‘A’ by A.M. Best Company.

NATIONAL COVERAGE

News & Markets

How Obamacare Could Affect P/C Insurance

ey changes in federal health care reform remain months away, but property/casualty actuaries are already trying to determine what impact they will have on their business, particularly workers’ compensation and medical malpractice. Elements of the Affordable Care Act have been phased in since the law’s 2010 passage, but many key reforms begin Jan. 1, 2014. P/C actuaries need to consider the potential impact so they can adjust rates and reserves when changes occur. At the recent Casualty Actuarial

Society’s (CAS) Ratemaking and Product Management Seminar, two fellows discussed how the reforms may affect P/C lines. Many of the measures have already been enacted but, according to Laura N. Cali, chief actuary and manager of product regulation for the Oregon Insurance Division, the biggest changes remain, including requiring everyone to buy insurance and eliminating health insurers’ ability to deny coverage. Key questions include: • How effective will the individual mandate be? • Will the uninsured population entering the market be healthier or less healthy than current insureds? • How much pressure will fall upon primary caregivers like physicians, as millions of new insureds seek treatment? • Will more treatment be handled by non-physicians, such as nurse practitio-

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ners, and what impact will that have? • How will medical specialists be affected? They may not face an instant influx of patients, the way primary care physicians will, but demand for specialists’ services will increase as new insureds work their way through the system. The law is creating “a lot of new regulations,” Cali said, “and it’s happening quickly.” The changes could significantly affect P/C insurance, although as of now it is difficult to tell what impact the reforms will have on liability and costs, said Anne M. Petrides, a director and consulting actuary with Towers Watson. The changes could increase or decrease liability and costs in medical malpractice and workers’ comp, but the impact will differ by state as both lines are sensitive to state laws and regulations, Petrides said. Health care reform will increase the number of people who have health insurance, which could reduce medical malpractice liabilities if new insureds can visit doctors and receive earlier treatment earlier. Early treatment could lead to better medical outcomes and prevent adverse outcomes that can trigger malpractice lawsuits. But the increase in the insured population could raise liabilities, as more patients per unit exposure would imply more potential risk. Also a physician shortage could impact the frequency of medical errors. The same change could lower costs in workers’ comp if greater access to health care creates a healthier workplace. But it could increase costs if a doctor shortage delays treatment and a return to work. Workers’ comp costs could go down if research creates greater agreement on what are now questionable treatments. But costs could go up if the research indicates more, or more expensive treatment, is warranted. Reform’s attempt to create financial incentives for improved care and patient safety could lower medical malpractice liability if the incentives work as intended. But liability could increase if failure to qualify for an incentive becomes considered as evidence of negligence. www.insurancejournal.com

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SPOTLIGHT

Education 5 Things to Know About Education & Training • In North America and Europe, there are more than 210 insurance and insurance-related professional designations that are available for property/casualty, life, health, benefits, actuarial and

other financial services employees. • More than 69,000 professionals currently hold the Chartered Property Casualty Underwriter

(CPCU) designation. The CPCU Society, an organization for CPCU designees, has 140 chapters and has members in more than 40 countries including Germany, China, Brazil and Zambia. • More than 31,000 professionals hold the Certified Insurance Counselor (CIC) designation while 18,000 professionals have the Certified Risk Manager (CRM) designation. More than 27,000 professionals earned the Certified Insurance Service Representative (CISR) designation. Some 600 have the Certified School Risk Manager (CSRM) designation. • The Independent Insurance Agents & Brokers of America and Reagan Consulting’s 2012 Best Practices study says insurance agencies usually spend between 0.2 percent and 0.6 percent of their net revenues on education and training, including registration fees, materials and in-house training programs. • U.S. News & World Report’s 2013 “America’s Best Colleges” ranking says University of Pennsylvania offers the best undergraduate insurance program. University of Georgia and University of Wisconsin-Madison came in second, followed by Georgia State University, University of Texas-Austin, New York University, Temple University, Florida State University, University of South Carolina and St. Joseph’s University.

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Professional Liability Tailor-Made Policies Provide Good Options for Medical and Professional Liability Market

s coverage “tailor-made” for emerging industries the future of professional liability insurance? Traditional professional liability, which has typically served lawyers, accountants and doctors, isn’t necessarily the right fit when it comes to some growing professions. Whether their clients are consultants, nurse’s aides or chicken sexers, many producers have found a gap By Gary Head in the professional liability marketplace. Coverage has not always kept pace with occupational changes, leaving many producers and their clients seeking insurance that actually addresses the biggest industry-specific exposures. Allied healthcare practitioners, architects

and engineers, and miscellaneous professional liability are some areas where tailor-made coverage has been introduced. Business owners and employees in these areas can face unpredictable situations, difficult patients or clients, and changing protocols for licensing and certification; they need coverage that addresses those exposures. The legal liability landscape also has shifted. These professionals historically have not faced the same level of claims activity as more traditional lines. But as these professions become more common and prominent, business owners are increasingly exposed to the possibility of legal action. Professionals are being held to a higher standard, and if customers, clients and patients feel that services have fallen short of expectations, there are few barriers

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Professional Liability Tailor-Made, continued from page 20

substantial government or private-sector contracts that businesses in many of these less-standard professions need to stay in the black. Tailor-made coverage helps ensure that when they buy coverage to fulfill a contract, they also are getting great protection. While tailor-made coverage is appropriate

for many, some professional liability policies are limited by exclusions and require endorsements. Some carriers choose to steer clear of providing broad, easy-to-understand coverage for these professionals. For producers, this opens up an opportunity to help clients find more suitable insurance that fits

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their needs, and not only for professional liability. Some carriers will package general liability, crime and privacy coverage with customized professional liability policies, solving many coverage problems at one time. Tailor-made policies are designed to make selling and buying insurance easier, more streamlined and understandable to clients and prospects. They are explicit about risks and what they cover. The transparency is a major selling point. Some of the desirable, in-demand coverages that are being built into base specialty forms include defense of licensing proceed-

Allied healthcare practitioners, architects and engineers, and miscellaneous professional liability are among the areas where tailor-made coverage might be a good fit.

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ings and subpoena assistance coverage. Producers and clients will even find policy forms that include leased, temporary and voluntary workers as insureds along with independent contractors, extensions that are not included in many standard forms. For allied healthcare specifically, HIPAA violations and sexual misconduct sublimits often are included in the base form as a coverage enhancement. Previously, HIPAA violations have only been available as an endorsement, and sexual misconduct was excluded from many policies. In another example, affirmative loading and unloading coverage for ambulance and medical transportation is included in the base form. The list of professions covered just by the three categories of allied healthcare, architects and engineers, and miscellaneous professional liability is in the triple digits. For clients working in a profession with industry-specific exposures, tailor-made coverage could be the best choice. They are an attempt by insurers to stay current with the changing professional workplace and its evolving insurance needs. Head is the chief underwriting officer at Hiscox USA.

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SPECIAL REPORT

Young Agents Survey The Right Career Choice for the Next Generation Being an Agent Is the ‘Best Kept Secret’

By Andrea Wells

he road to becoming a successful independent insurance agent is not always easy. The economy and often volatile property/casualty insurance market cycle are just two of the potholes agents must maneuver. Young agents in particular face the added burden — and benefit — of youth. “I think the biggest challenge for me was just having people take me seriously,” said Erin Atkins, a 32 year old Texas-based independent agent and agency owner who entered the insurance industry while attending college. Atkins said that when she first opened the doors at her independent agency as a 28-years-old owner many people didn’t give her much credit. “A lot of people were like, ‘She just started her own agency. We’ll see how it goes.’” Now, four years into business she’s beginning to get a little more respect. And she’s earned it. Atkins started her independent agency, Erin Atkins Insurance, from scratch in May 2009, but she began her career in insurance 10 years earlier. Atkins found her first insurance job as a receptionist at a Nationwide insurance agency in 1999 through the college career center while earning her degree. “By the time I graduated college, I was the agency’s office manager,” she said. “From there I decided that this is what I was meant to do. I knew that I eventually wanted to own my own agency.” In late 2009, just six months after open-

ing her own independent agency, Atkins made her first agency acquisition. She purchased a small agency from another young agent. “It wasn’t very big, but I grew that agency and I bought a larger agency in December 2011,” she said. At 32, Atkins had already accrued 14 years of insurance industry experience, launched a start up agency and acquired two others. To date, her agency writes $3 million in premium and is well on its way of meeting 2013’s goal of producing $750,000 to $1 million in new premium. “I think that we can do that,” she said. “I’m excited every year and I am very optimistic about the industry and just seeing where things are going. This year so far has been good. We’re up in premium over last year, and I expect it to continue that way.” Atkins’ optimism is shared by other young agents. According to Insurance Journal’s annual Young Agents Survey, 52.4 percent of those responding feel very

24 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

optimistic that their 2013 income will be greater than their 2012 income. Eight-one percent of the survey respondents also reported feeling either optimistic or very optimistic about the future of the independent agency system. Young agents also continue to pursue ownership dreams although most do not currently own an agency, according to the survey. Atkins is part of a small, but growing, group of young agents who own their own agency. Of those responding, 11.3 percent are presently the sole owner of an independent agency and 15.4 percent share ownership with a partner or partners. That compares to 9.8 percent of young agents who said they were sole agency owners, and 16.0 percent who said they shared ownership, in the 2012 survey. Choosing a career is never an easy choice for young people. But for Atkins and young insurance agents responding to the IJ survey, choosing insurance for their career was www.insurancejournal.com

the right decision. The majority of young agents (82.0 percent) responding to 2013 Young Agents Survey say insurance is their permanent career choice. Some 72.2 percent would even go so far as to recommend becoming an independent insurance agent to other young people. “It’s one of the best known secrets, as far as a career path goes,” one survey respondent wrote. “I have recommended it to a number of younger people that I know.” Another said: “I feel that it is a rewarding field if one is willing to put the time in, take the hits, bounce back, and keep trudging. Once a producer is able to ‘see the light’ so to speak and get some momentum going, the feeling of success is unfounded. I also think that the agency needs to be committed to the right education/training from the get-go to prevent bad habits and help with efficiency in time management and the sales process.” Family Matters Everyone knows insurance is a relationship business and family relationships matter more than others. According to the survey, family businesses are a major driver of young people into insurance careers. More than half (57.5 percent) of young agents work in family-owned agencies and nearly one-third (32.4 percent) say they were recruited to work in their current insurance job because of a family business relationship, the survey revealed. Other young agents found their way into their current agency from employee referrals (21.2 percent), job postings (16.9 percent) and even from competing agencies (12.3 percent). Atkins didn’t work for a family insurance business, but she had close ties to one. Her cousins own the century-plus old Ramey & King Insurance Agency based in Denton, Texas. “When I was ready to go on my own, my cousins James and Jeff King out of Denton knew I wanted to have my own agency. They had been after me for a couple of www.insurancejournal.com

years, and they formed ‘Agents Alliance’ and brought me on. I was the first agent to start from scratch with Agents Alliance,” she said. As a member of Agents Alliance — a network of independent agencies — Atkins opened Ramey King Insurance, Erin Atkins Agency in Rockwall, Texas. She chose to keep the Ramey King name because of its long history and family ties, but she operates her independent agency separately. In 2011 Atkins purchased E.H. Hanby insurance in Mesquite, Texas. E. H. Hanby Insurance was founded in 1940 by E.H. Hanby and is the oldest insurance agency in Mesquite. Family also brought 30-year old Nathan Price, vice president of the Alliance Insurance Group, headquartered in Southwest Arkansas, into the insurance business. “I graduated from college in May of 2004, and went to work selling insurance in June of 2004,” he said. Insurance wasn’t always the plan for Price. “I was a finance major, and have a degree in financial management and in investments. I wanted to be a stockbroker,” he

said. But as the economy and stock market fell during Price’s college years, he began to explore other options in the financial services world. “I knew that I wanted to be in the financial services market and had some interest in selling insurance, but didn’t really know a whole lot about commercial insurance. “Growing up, your parents buy home and auto insurance, but unless your parents have a business, you’re not going to know about the commercial property insurance market, and all those different lines.” He took a job in his wife’s family’s agency in Arkadelphia, Ark., and started cold calling on day one. That was eight years ago, he said. Family also led Price into his insurance specialty: nonprofit and social service organizations. His mother, a school teacher, worked in a nonprofit/social service organization when Price was younger and from early-on he developed a passion for helping others. Many of the nonprofit social service organizations he works with help physically and mentally handicapped adults and children. “They do job training, Head continued on page 26

What Young Agents Earn Under $30,000

14.0%

$31,000 to $50,000

30.0%

$51,000 to $75,000

26.4%

$76,000 to $100,000

14.1%

$101,000 to $125,000

4.9%

$126,000 to $150,000

3.1%

$151,000 to $200,000

3.1%

More than $200,000

4.6%

April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 25

SPECIAL REPORT

Young Agents Survey Next generation, continued from page 25

Start programs, daycare programs for children that are in some way developmentally delayed,” he said. “A lot of people aren’t very comfortable with that kind of a setting and that kind of a risk,” he said. “I was around that a whole lot and just developed a passion for it.” Like many specialist agents, Price mixed that passion with his profession and found success. “I was able to go out and actually get us some really good contracts. It seemed

like the more that I wrote the more that these organizations wanted to come in and contract with us.” Today, Alliance Insurance Group is one of just three agencies in the state specializing in these risks, he said. “We’ve put together a really nice little program. We’ve got special knowledge of the industry that not any agent off the street would have,” he said. “We stay up with new laws and regulations, and legislation that’s coming down both

Young Agents’ Outlook on Their Career

Outlook on Attracting Quality Talent to the Industry 9.8%

5.3% 10.3%

Very Optimistic

11.2% 52.4%

Optimistic

40.6%

Cautious

31.1%

Very Optimistic

Not Optimistic

Believes 2013 Income Will Be Greater Than 2012

Outlook on U.S. Economy in 2013

6.3%

10.3% 11.6%

Very Optimistic

12.2% 52.4% 27.6%

Optimistic

33.6%

Cautious

Not Optimistic

Outlook on Soft Market Ending in a Year

3.1% 40.4%

11.6% 14.4%

Very Optimistic

Optimistic

Cautious

40.6%

Optimistic Cautious

44.5%

Outlook on the Future of the Independent Agency System

Burden or Benefit? For those deciding on a career path, youth can be both a benefit and a burden in just about any industry. Insurance is no different. The majority of young agents (78.0 percent) responding to the survey said they feel they must work harder to gain the confidence of clients. Starting an independent agency during a soft insurance market and in an economic recession was tough but adding to the challenge was Atkins’ youthful age of just 28. “It’s definitely been difficult and a learning experience,” she said. “A lot of other agents that have been in the business for 30 years said when I started, ‘You are starting

Profile of Young Agents

Very Optimistic

Not Optimistic

15.9%

Optimistic Cautious

39.3%

nationally and from the state level that can affect these organizations.”

36.8%

37.2%

Not Optimistic

Cautious Not Optimistic

Older Side of Young

59.1% are 31 to 40 years old; 40.9% are 30 and under.

Career Choice

82.0% consider insurance to be a permanent career choice; 15.2% are unsure; 72.2% would recommend career choice to another young person.

Experience

26.4% have less than three years in insurance; 24.2% have three to five years; 28.3% have six to 10 years; 14.3% have 11 or more years.

Education

70.0% have a college degree; 60.7% have completed or are working on an insurance designation.

Independent Agents' Ability to Grow Personal Lines Market Share

Independent Agents' Ability to Grow Commercial Lines Market Share

6.8% 20.4%

16.0%

Very Optimistic

26.3%

Optimistic

26.2% 46.6%

Employment Status

3.9%

Very Optimistic

Optimistic

Cautious

53.8%

Not Optimistic

Family Affairs

57.5% work in family-owned agencies.

Not Optimistic

11.3% presently are sole owner of an agency; 15.4% share ownership with partner(s)

Ownership Dreams

73.4% do not presently own an agency; of these, 58.4% would like to own someday but just 45.4% report feeling very confident ownership dreams will come true

Outlook on Attracting Quality Talent to the Agency

Independent Agency Channel’s Ability to Advance in Technology Use 3.8%

10.5%

17.1%

Very Optimistic

16.3%

25.0%

Optimistic

31.0% 41.5%

Cautious Not Optimistic

26 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

Very Optimistic Optimistic

55.0%

Cautious Not Optimistic

Working class

61.2% work between 41 and 55 hours a week.

Gender ID

Male 60.9%; Female 39.1%

Recruitment Target

49.8% have been offered a job by another agency.

www.insurancejournal.com

What Young Agents View as the Biggest Agency Challenge

Profile of Young Agents at the worst time! It’s going to be so hard for you.’ That hasn’t really been my experience,” Atkins said. “I’m not going to say it hasn’t been hard, but I think every business is hard.” To get her agency noticed, Atkins began using social media to communicate with potential clients, especially the younger generation, on insurance and why it’s important to have an agent. Most recently, Atkins launched a new social media campaign on YouTube called “Erin, the Insurance Chick.” “I’ve already gotten phone calls from agents all over Texas, about Erin the Insurance Chick, and that’s crazy,” she said. Clients are calling too. “’I saw your YouTube video,”’ they say. “They’re more excited about that than I am.” Her presence on social media is helping her agency to get noticed and respected, she said. “I think by doing those things, I was able to show people that I’m serious about what I do, and I’m here to stay.” Starting as a young agent was challenging for Price, as well. Clients are less likely to trust a young agent, he said, and building trust between a client and agent is critical. “We sell an intangible product, and it’s based on trust,” he said. “They have to trust you that it works when they need it … that you’re going to be responsive, that you’re going to follow through, and that you’re going to pay the claim if it’s covered. I think that the trust factor’s a big deal.” In most industries, the decision maker buying the insurance for a business or organization is typically not a younger person, Price said. “If you’re walking in to a CFO’s office that’s in their 50s or 60s, and you’re 20-something … you just look green. For lack of a better word, you’re just green. There’s always that little bit of doubt and until you get the opportunity to prove yourself, it’s really tough to overcome.” One agent told Insurance Journal in the survey that what they like least about being a young agent is building the credibility needed to work in the industry. “As a younger, newer producer, I compete with people that have been around for some time, with an average age of 55. I am confident that things will begin to snowball,

and it is just a matter of time until I reach Older Side of Young that are point.” 59.1% 31 to 40 years old; 40.9% are 30 and under. Career Why It’s the RightChoice Choice

82.0% consider insurance to be a permanent career Both Atkins and Price confident choice; 15.2% are unsure; 72.2%feel would recommend that

1. 2. 3. 4. 5. 6. 7. 8. 9.

Finding good employees Selling value over price Attracting new customers Streamlining agency processes Competing with online and direct sales Upgrading technology Retaining existing customers Better use of technology Finding quality carriers with competitive products and prices 10. Controlling expenses

choice to another an young person. their career choice to become independent agent was theExperience right one despite the challenges faced will face in the 26.4%they have have less than threeor years in insurance; 24.2% future.have three to five years; 28.3% have six to 10 years; 14.3% have 11 or more years. as other financial services industries like “I fell into insurance, and it has been the Education banking and investments, he said. “At the biggest blessing for me because I love my 70.0% a college degree; 60.7% have completed or end of the day, people don’t have to make job. Ihave love everything that I do,” Atkins said. are working on an insurance designation. investments, people don’t have to go bor“I feel like with our profession, more than Family Affairs row money, but they need insurance.” any other profession, there’s a real connec57.5% work in family-owned agencies. That need makes insurance a safer tion with your clients, like they expect you bet when it comes to careers. “People to be there for them.” Status Employment 11.3%motto: presently are sole owner of an agency; are always going to look for an insurance Her “Know me, like me, trust me, 15.4% share ownership with partner(s) policy, they’re always going to look for an and that’s how I want my customers to feel insurance agent, and they’re going to stay about me.”Ownership Dreams 73.4% do not presently own an agency; of these, 58.4% with the one that they trust,” Price said. As far as careers in financial services go, would like to own someday but just 45.4% report feeling “This is like the best kept secret for Price believesownership insurance is the besttrue choice very confident dreams will come AndersonInsurance Murison adisWest.pdf 1 3/21/13 AM young11:10 people.” for young people. not as volatile Working class

61.2% work between 41 and 55 hours a week.

Gender ID

MaleYour 60.9%; Female 39.1% Covered With A&M's Wrap Around Keep Clients

Recruitment Target

49.8% have been offered a job by another agency.

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IDEA EXCHANGE

The Competitive Advantage Keeping Up With the Joneses “So baby, let’s sell your diamond ring Buy some boots and faded jeans and go away This coat and tie is choking me In your high society you cry all day We’ve been so busy keepin’ up with the Jones Four car garage and we’re still building on Maybe it’s time we got back to the basics of love”

hese immortal lyrics from “Luckenbach, Texas,” arguably Waylon Jennings’ most famous song (written by Bobby Gene Emmons and Chips Moman), may be more applicable to insurance agency management than they are to improving a marriage! As these insightful lyrics conclude, material possessions can By Chris Burand get in the way of a successful marriage. I’d argue strongly that agency owners collect their own unique material possessions that are supposed to make their agencies more successful but tend to just get in the way of getting the job done. I’d also argue that quite often, their collection is driven by competition with other agency owners. What do I mean by collecting things to improve agencies? Many agency owners will buy anything a seller says will improve their agencies. They buy advertising and marketing without rhyme or reason. My favorite example currently is Internet advertising. Agencies are spending tens-ofthousands of dollars on Internet marketing, social networking and websites without a clue about what they are doing. They don’t stop and think about the huge errors and omissions (E&O) exposure they are creat-

ing by promising services they rarely deliver. When I asked one agency owner why the agency was advertising that it customizes each customer’s coverages when the agency doesn’t talk to more than half its clients, but for once every five or 10 years, the response was: “It sounds great and we have good intentions.” Tools well-used do build a great agency, but tools poorly used only do damage. Sales programs are another example of things that are being collected and costing agencies fortunes. There are a number of sales methodologies that are supposed to turn even the most lackadaisical producer into a star. Many of these wonderfully advertised and marketed systems rarely work, or if they work, it’s due to other forces that have nothing to do with the system. Others are quite wonderfully designed and work well when used properly. What do I mean by properly? Every sales system I have seen that truly contributes to material success was based on discipline. Of course, no one advertises, “Use this sales system that is completely dependent on your selfdiscipline,” because no one would buy it. However, I have never seen a system that truly worked that did not rely on a high level of self-discipline. Another example is information technology (IT). An agency owner recently insisted his agency needed to invest in cloud computing. While cloud computing has much going for it, I can’t imagine it is more important than having producers proactively selling day in and day out. Other examples include loss control, too many carriers, too many brokers, joining clusters “just to belong to something bigger,” and consulting on ancillary issues. The total annual expense can easily exceed a $100,000 for a relatively small-to-medium

28 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

size agency. Yet, the return on investment is easily predictable, 0 percent, at best. Showing Up the Joneses Why is the poor ROI so easily predictable? Because it is clear from the beginning the agency has neither the intention nor the ability to keep the tools sharp, to learn how to use them well, or to have the producers learn to use them. Countless times I’ve sat with producers who work in agencies that have purchased these expensive tools, but have no clue how to use them. Some don’t even pretend to ever have learned them, and instead are bluntly honest that, in their opinion, a given tool is just the latest toy for the agency owner. Why do so many agency owners collect these tools with really limited expectations of ever using them? Are these tools just an analogy to “the four car garage and we’re still building on?” Is it analogous to the guy who buys all the tools for a great workshop only to see them sit idle? If there is a history of buying but never using value-added tools, what would compel a person to keep buying them unless it is that they are always trying to always show up the Joneses? Are you really going to manage your agency by always trying to show up the Joneses? Some will, and that is another agency’s opportunity. I’ll bet many readers can think of just such a competitor. www.insurancejournal.com

Knowledge is power. How powerful are you?

At first, they seem formidable. Subconsciously they may be collecting all these tools as a kind of fortress, trying to make competitors think these tools protect their accounts so those competitors will instead attack other agencies’ accounts. I know people who look up to the agencies that have collected all the latest toys and believe these agencies have their act together, and that competing against them is a waste of time. In reality most of these agencies have only the ability to buy the tools, not to use them. Among your competitors again can you think of one that is more likely than the others to have tools they don’t know how to use? These agencies are quite often the most vulnerable, because they have put everything they have into purchasing the tools. It’s their only line of defense, and they have no offense whatsoever. © 2013 American Institute For Chartered Property Casualty Underwriters

Best Targets Whether they have bought these tools to keep up with their peers or as a subconscious defense, these agencies are your best targets. I have known some great mechanics who always had relatively few, but quality, tools. They could take apart and build most anything because so often, the most important tool, the one many vendors want buyers to ignore, is the brain. Similarly, I have known many phenomenal producers, and few use multiple tools. Most had one high quality tool that they knew how to use well. Often that tool has been a basic coverage checklist they could use to discover pain, to educate, to protect, to sell and even to obtain testimonials. The real masters use tools to enhance their product rather than to look good or as a defense. The real masters have chosen the basics and the love of doing a job well. They’re generally happier and more successful. Everyone has a choice. What road will you follow?

It’s really pretty simple. When you’re more knowledgeable, you make better business decisions. And better business decisions yield measurable and meaningful results. In addition to our respected credentials, like CPCU®, AINS, AIC, ARM, ARe, AU, AAI®, and many more, The Institutes also offer: • Flexible Online Learning • Continuing Education through CEU.com • Custom Knowledge Solutions • Insightful Analysis through our Insurance Research Council (IRC) Visit www.TheInstitutes.org/IJ to learn how The Institutes can help you turn knowledge into power.

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Burand is the founder and owner of Burand & Associates LLC based in Pueblo, Colo. Phone: 719-485-3868. E-mail: chris@burand-associates.com. www.insurancejournal.com

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April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 29

CLOSER LOOK

Alcohol & Drug Rehab How to Navigate Addiction Rehabilitation Facilities Through Healthcare Reform By Amy O’Connor

he medical community’s recognition of addiction as a disease has changed the way providers diagnose and treat the condition. As a result, facilities like alcohol and drug rehabilitation centers have had to expand the services they provide, which has led to new exposures and increased insurance needs, the experts say. Healthcare reform will bring more changes to this segment as well. According to those who specialize in this class, there are new opportunities for agents looking for a lucrative niche to focus on, but it’s not without its risks. Richard Willetts, program director for NSM Insurance Group, says addiction treatment facilities started being considered part of the behavioral healthcare industry during the past couple of decades after the medical community began viewing addiction as a disease. Many addiction facilities now incorporate medical professionals into rehabilitation treatment, which requires additional

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layers of insurance and more coverage. “What we are learning is that this niche is evolving,” says Willets. “I’ve seen dramatic changes and we are finding new sub-niches developing within this niche.” With this evolution comes many more factors for facilities to consider, especially in light of the Affordable Care Act (ACA), which “includes substance use disorders as one of the 10 elements of essential health benefits” (whitehouse.gov). As of 2014, all insurance sold through health benefit exchanges or provided through Medicaid must include substance abuse services. Willets says only about 3 million people in the United States currently receive treatment for substance abuse, and he expects with the new Medicaid requirements that

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number could double. More centers will have to open and facilities that currently accept Medicaid will have to start providing addiction services. Good Position to Help Insurance agents who can act as advisors and help these facilities navigate the changes are in a very good position. “This is a $200 million industry,” he says. “It is a small piece of the overall healthcare market, but it is a growing piece.” Willetts says a lot of venture capital money has already started to pour into this segment to capture some of the market. Merger and acquisition activity for health clinics that focus on behavioral health is picking up everywhere because of the potential increase in business. All of these new entrants to the field, however, create plenty of opportunities for errors or negligence — which can mean very big claims. “The major difference [with this segment] is that human lives are involved and when you make a mistake the consequences are dire and the claims can be large,” says Nicholas L. Bozzo, managing director for Negley Associates. “This segment has always had severity exposure but the concern is avoiding frequency of severity.” Bozzo says healthcare reform impacts this segment ranging from financial to personnel and all the way through to treatwww.insurancejournal.com

ment alternatives. That’s why, he says, it is important for agents to work with a carrier who has a long-term understanding and expertise in covering and defending this industry segment. “The real issue is what impact [healthcare reform] has on insurance claims, costs and coverage, and how that all evolves as a result. We don’t see any significant reduction in liability exposures, or meaningful changes to the legal system as a result of any of the proposed healthcare reforms,” says Bozzo. “We believe the liability exposures will only get more difficult as we move forward in healthcare reform.” A particularly important aspect of these facilities that could become even more significant as the ACA takes effect is when a facility contracts physicians. Facilities often use an outside behavioral health specialist to treat the medical aspects of this risk. Healthcare reform will increase that occurrence because it can be a way for the facility to receive Medicaid reimbursement money, says Willetts. Common Mistake A common mistake facilities make is assuming the physician’s insurance extends to their facility, which it likely does not, according to Nancy Williams, vice president of marketing and sales for NIF Group in Manhasset, N.Y. “Anytime you have contracted professionals you need to make sure there is coverage in place for them and that the entity itself is protected,” says Williams. “People don’t think about the exposures the facility faces if the insurance is elsewhere.” Williams says agents need to make sure they know exactly what kind of medical services these contracted professionals are providing, such as psychological, detox or methadone maintenance, because these are carrier considerations. NIF Group focuses mainly on nonprofit rehabilitation facilities and does write some www.insurancejournal.com

intake and detox, but does not target those in the hospital setting. NIF does cover transitional housing, sober living and any kind of work-training or job placement services. It partners with Liberty Mutual and more

Drug and alcohol rehabilitation centers are a small piece of the overall healthcare market, but also a growing piece. recently with Everest National. The program manager is looking for agents with association affiliations to partner with. NSM has been exploring the new subniches like sober living houses and recovery communities that have sprung out of this growing industry. Willetts says he is also working with agents on how to sell cyber

coverage to these facilities because electronic medical records are another requirement of healthcare reform that will affect this industry. Willetts says the upcoming challenges and obstacles facing this class will make insurance agents more relevant, unlike other lines of business that are being lost to the Internet. Factor in the average premium — around $40,000 with NSM’s program — and agents who know what they are doing are in the right place at the right time. “This is the perfect business for the trusted advisor to say, ‘OK, these are all your exposures’,” says Willetts. “It’s not for every agent, but if you like a challenge, it’s a growth industry, it’s complex, and can be very rewarding.”

TECHNOLOGY KNOWLEDGE COMMITMENT DALLAS HOUSTON SAN ANTONIO

MARKETS SERVICE

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NATIONAL COVERAGE

Declarations Privilege, Not Right

Everybody Sues

Guns and Insurance

“Driving is not a right, but a privilege.” — University of Missouri senior Nina Bolka, whose older sister was killed in an accident caused by an elderly driver, spoke in support of “Arrive Alive After 65,” a public health campaign aimed at helping aging Missouri men and women to get off the roads when it’s no longer safe for them to drive. A 2007 law named for her sister requires Texas drivers 79 and older to appear in person for license renewals.

“Everybody gets the right to sue.” — Kenton Brine, assistant vice president of the Property Casualty Insurers Association of America, said a handful of bad faith bills introduced in the Oregon Legislature will create a potential flood of lawsuits in the state and drive up the cost of insurance by establishing so many avenues for filing lawsuits and leveraging higher settlements.

“A law that conditions the exercise of a constitutional right on buying insurance is unlikely to survive judicial scrutiny.” — Robert Detlefsen, vice president of policy affairs at the National Association of Mutual Insurance Companies (NAMIC), on state legislative proposals to require firearm liability insurance for gun owners. A handful of states have introduced mandatory liability insurance bills as part of larger gun control packages this year.

Coastal Nervousness “Doubt about viability of insurance has already caused nervousness on the coast.” — Keith McMullen, mayor of Port Aransas, Texas, told board members of the Texas Windstorm Insurance Association that a proposal by state regulators to put TWIA in receivership is having a disrupting influence on coastal communities. TWIA, the state’s residual market in coastal areas, is financially unsound primarily as a result of claims litigation stemming from Hurricane Ike in 2008.

Figures

$58.5 Million

The amount jurors who wanted to send a message to the trucking industry awarded to the estate and family of a Carlsbad, N.M., man fatally injured in a 2010 accident when his vehicle collided with an oil industry tanker. The award in a wrongful death suit stemming from the death of Kevin Udy included $47 million in punitive damages against three companies, and jurors said they “expect a much higher standard of safety and training from the trucking industry.”

1,575

The number of stolen vehicles reported in Boston last year, compared with 28,000 in 1975. In Massachusetts, car thefts have dropped every year since 2001, according to The Boston Globe. Experts say an increasing use of antitheft features has contributed to the decline.

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$125 Billion

The amount of insured losses the 1926 Miami hurricane would cause if the same storm were to strike present-day Miami, according to an analysis from catastrophe modeling firm Karen Clark & Co. The Category 4 hurricane that devastated Miami in 1926 caused damages in excess of $1 billion in today’s dollars.

$8 Million

The amount several businesses have pledged to help cashstrapped Detroit, Mich., pay for a new fleet of emergency vehicles, including 23 EMS units and 100 police cars, to boost public safety and reduce response times, Mayor Dave Bing announced. Donors include Penske Corp., Quicken Loans Inc., General Motors Co., Ford Motor Co., Chrysler Group LLC and Blue Cross Blue Shield of Michigan. www.insurancejournal.com

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IDEA EXCHANGE

Human Resources The Next Generation

orkers 45 and over account for 48 percent of the insurance industry’s workforce, according to the Bureau of Labor Statistics This means nearly half of the workforce will be retired or on the verge of retirement in only 15 years. As companies made necessary cuts during a down economy, hiring and training fell to the wayside. With baby boomBy David E. Coons ers preparing for retirement, employers are finding that they lack incumbent talent to fill the resulting skills gap. Many companies are finding themselves unprepared in an increasingly competitive marketplace. To combat this mass exodus of boomers and the resulting talent shortage, insurers will need to target recruiting efforts toward the next generation of workers, Generation Y, commonly nicknamed millennials. Unfortunately, insurance is not an industry of choice for recent college grads. When you find the right talent, millennials will make great additions to your team and impact your output. So how do we find the right ones? More importantly, how do we recruit them to a career in insurance? Finally, how do we cultivate and integrate them? Attract With Your Image Perhaps the greatest challenge the industry must overcome is how the industry is perceived by the next generation of workers. According to The Wall Street Journal, insurance ranked 97th out of the 100 leastdesirable industries for college grads. To appeal to millennials, it is time to adjust. Millennials are known to be tech-savvy and up on the latest trends. Thus, they want their employer to also understand the importance of updated technology. While it’s almost impossible to always have the latest and greatest, it is possible to stay in tune with the technology your team requires.

Going hand-in-hand with Gen Y’s advanced technology skills is their social media acumen. If you aren’t recruiting through social media venues, you are missing a huge audience. Even if you aren’t using the job boards on these venues, your presence alone is important. Looking a prospective employer up on LinkedIn, Twitter, or Facebook is simply part of the job search process now. Another great way to attract the next generation of workers is simply by word-ofmouth. Referrals make excellent employees at any age group. This includes treating all candidates with the same level of professionalism and respect, even those that don’t make the cut. Always follow up. If you can generate some buzz about your organization, others will spread the word for you. Likely, they will do a lot of that through social media! See how all of this is connected? All of this is part of your employer brand. Show the candidate you’re recruiting that you understand their needs. Be up front when talking to potential Gen Y employees. Remember to mention the perks and hot buttons that pertain to the role including benefits, flexibility, technology and compensation. Follow up by phone and via email. Keep Them With Your Culture The secret for retaining and engaging employees in all age groups lies in company culture. You might be surprised to know that most age groups want the same things when it comes to company culture. Millennials in particular respond well to a high-recognition work place and may require extra guidance. They are not looking for a slow climb up the ladder, so be

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sure to get your best and brightest on the right track. Some would argue that employers have themselves to blame for the skills gap because of the lack of resources put into training. It’s time to ramp up training and career development programs. Develop a promote-from-within mindset. It is the manager’s responsibility to make sure the right people are in the right jobs. The tools your employees need to do their best work should be readily accessible. It is important to understand your employees’ objectives and provide them with measurable goals. Millennials want a sense of purpose in their work. Mentorships can provide an important outlet for the next generation. You don’t need to implement a formal mentorship program, but you should encourage your millennials to find support from someone in the organization who they admire. Likewise, encourage your seasoned employees to reach out to newer ones. Cultivate a team-oriented mindset. Pay attention to employee morale. Open communication between employees and managers is important. Check in with employees regularly to make sure they are not overwhelmed but are being appropriately challenged. Encourage positivity whenever possible with group activities and recognition for achievements. Live the company brand and culture that you’ve created. Make sure your mission statement and corporate values guide your organization every day. Combat the talent shortage by hiring the right new workers and cultivating the next generation for success. Coons is senior vice president of The Jacobson Group. Phone: 800-466-1578. Email: dcoons@jacobsononline.com. www.insurancejournal.com

NATIONAL COVERAGE

Contractors Elite Market Detail: Blue River Underwriters (www.blueriveruw.com) offers a package policy including auto, GL, crime, property, and inland marine. Workers’ comp and umbrella for artisan contractors also is available. Available limits: As needed Carrier: Unable to disclose, admitted States: Ala., Ariz., Calif., Ga., Ill., Ind., Kan., Ky., La., Mich., Miss., Mo., N.C., Nev., Ohio, Ore., S.C., Tenn., Texas, Utah, Va., and Wash. Contact: Cricket Thomas at 702-208-9247 or email: cthomas@blueriveruw.com This section brought to you by Insurance Journal’s sister website, www.mynewmarkets.com

MyNewMarkets

Insurance Brokerage Inc. (www.neitclem. com) has an apartment house package, as well as coverage for flood, fire, tenant discrimination, liability, difference in conditions, loss of use and excess liability. Available limits: As needed Carrier: Unable to disclose, admitted and non-admitted available States: Ariz., Calif., and Nev. Contact: Customer service at 323-258-2600

Products Liability Market Detail: MacNeill Group Inc. CMGA’s (www.macneillgroup.com) products liability coverage protects manufacturers, importers, suppliers, distributors or retailers from liability resulting from a malfunctioning product that causes injury to a consumer or a consumer’s property. Coverage options include: optional general liability; design liability and/or vendors; product recall expense coverage; worldwide coverage; and claims made coverage, which is suited particularly to

Need a Market? Find it. FAST. Buses, Including Chartered Vehicles Market Detail: KF&B Inc. (www.kfbins. com) offers auto liability, auto physical damage, ancillary, GL, and garagekeepers coverage. Classes include: for-hire accounts serving the public; certificated passenger carriers operating buses; mini-buses and vans. Available limits: Maximum $5 million Carrier: CNA States: All states except La., Mass. and N.J. Contact: Marni Sawicki at 877-242-7700 or email msawicki@kfbins.com

Excess Workers’ Compensation Market Detail: Midlands Management’s (www.midlandsmgt.com) home office offers workers’ comp and excess workers’ comp coverage. Phone inquiries and brokered business accepted. Minimum premiums vary. Available limits: As needed Carrier: New York Marine & General Insurance Co. States: All states except D.C. Contact: Customer service at 800-800-4007

Apartment Building Owners Market Detail: NeitClem Wholesale www.insurancejournal.com

smaller, startup companies. Eligible risks include manufacturers, importers; suppliers; distributors or retailers, including those with risks with low sales; medical equipment; sports equipment; risks with vitamins, drugs or supplements; automotive; industrial; health & fitness; new products and risks with claims. Available limits: As needed Carrier: Unable to disclose States: Fla. Only Contact: Customer service at 800-432-3072

Social Service Agencies Market Detail: Markel Specialty (www. markelinsurance.com) provides crime, professional liability, business income, accident and health, equipment breakdown, abuse and molestation, general liability, inland marine, property, umbrella, kidnap/ ransom, and auto commercial-standard coverages. Available limits: Minimum $500,000, maximum $5 million Carrier: Unable to disclose, admitted and non-admitted available States: All states except D.C. and Hawaii Contact: Customer service at 800-431-1270

Classifieds

Insurance Journal East • 3570 Camino del Rio North, Ste. 200 • San Diego, CA 92108-1747 Fax: 619/584-1200 • Phone: 800/897-9965 x125 • classifieds@insurancejournal.com For Ad Rate and Information

April 8, 2013

National Mortgage Insurance Corporation 2100 Powell Street, 12th Floor Emeryville, CA 94608

Merchants National Bonding, Inc. 2100 Fleur Drive Des Moines, IA 50321

The above company has made application to the Division of Insurance to obtain a Foreign Company License for Property and Casualty Insurance in the Commonwealth of Massachusetts.

The above company has made application to the Division of Insurance to obtain a Foreign Company License to transact Property and Casualty Insurance in the Commonwealth of Massachusetts.

Any person having any information regarding the company which relates to its suitability for the license or authority the applicant has requested is asked to notify the Division by personal letter to the Commissioner of Insurance, 1000 Washington Street, Suite 810, Boston, MA 02118-6200, Attn: Financial Surveillance and Company Licensing within 14 days of the date of this notice.

April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 35

2013

EDUCATION & TRAINING DIRECTORY I

nsurance Journal is pleased to publish the 2013 Education and Training Directory. This exclusive resource directory has been designed to help independent agents and brokers find educational and training opportunities to enhance their professional growth. Education and training providers, including insurance schools, associations, various vendors and instructors submitted information on their course offerings, online educational capabilities and correspondence education directly to Insurance Journal. While this directory is only a snapshot of the vast array of education and training courses available to the industry, we hope you find it helpful when searching for the right provider for your agency. We look forward to expanding and enhancing this directory in the future and welcome your feedback on how we might improve it. Please send any comments or suggestions about the directory to editorial@insurancejournal.com. To submit a listing, e-mail Kristine Honey at: khoney@insurancejournal.com.

Organization: 360training.com Contact: Tricia Sharpton Email: tricia.sharpton@360training.com Address: 13801 N. MoPac, Austin, TX 78727 Phone: 866-360-TRNG ; Fax: 512-441-1811 Website: www.360training.com Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: yes Course: Insurance CE Start Date: Any Time Location: All States Category: Insurance CE Designation: No Designation Course: Pre-License/Exam Prep Start Date: Any Time Location: All States Category: Insurance Pre-License Designation: No Designation

Course: Texas Insurance Adjuster License Start Date: Any Time Location: All States Category: Insurance Adjusters Designation: No Designation Organization: AdjusterPro Contact: John Oâ&#x20AC;&#x2122;Brien Email: info@adjusterpro.com Address: P.O. Box 1087, Fort Scott, KS 66701 Phone: 214-329-9030 ; Fax: 214-580-5519 Website: www.adjusterpro.com Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: no Course: Texas All-Lines Adjuster PreLicensing Start Date: Any Time Location: Classroom or Online Category: Property Casualty Insurance Designation: No Designation

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Course: Florida Certified Adjuster (CA) Designation Start Date: Any Time Location: Classroom or Online Category: Property Casualty Insurance Designation: No Designation Course: Indiana Independent Adjuster PreLicensing Start Date: Any Time Location: Classroom or Online Category: Property Casualty Insurance Designation: No Designation Organization: Affordable Continuing Education Contact: Jessie Booth Email: Jessie@SuccessCE.com Address: 2 Corporate Plaza Dr., Ste. 100 Newport Beach, CA 92660 Phone: 949-706-9197 ; Fax: 949-706-9439 Website: www.AffordableCE.com Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: yes

Course: Contemporary Insurance Topics Start Date: Any Time Location: All States Category: Property Casualty & Life/Health Ins Designation: P&C and L&H Insurance Agents

Course: Agribusiness & Farm Insurance Specialist Parts 1, 2 and 3 Start Date: Multiple Location: Multiple Category: Property Casualty

Course: Personal Lines Total Coverage Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: P&C Insurance Agents

Course: Agribusiness Conference Breakout Sessions Start Date: Multiple Location: Multiple Category: Property Casualty

Course: Flood Insurance Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: P&C Insurance Agents Organization: Affordable Educators (California CE and Prelicense Training) Address: 41890 Enterprise Cir. S, Ste. 100 Temecula, CA 92590 Phone: 800-498-5100 Website: www.ceclass.com Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: yes Course: Ins. Marketing Issues (Includes Ethics) Start Date: Any Time Location: CA Category: Ethics Designation: No Designation Course: Preferred Practices Start Date: Any Time Location: CA Category: Property Casualty Insurance Designation: No Designation

Course: A variety of materials to support the use of AAIS products Start Date: Any Time Location: All States Category: Property Casualty Insurance Organization: American Association of Managing General Agents Contact: Jeffrey D. Henry Email: Jeff@aamga.org Address: 610 Freedom Business Ctr, Ste. 110 King of Prussia, PA 19406 Phone: 610- 992-0005 ; Fax: 610- 992-0021 Website: www.aamga.org

Organization: Americaâ&#x20AC;&#x2122;s Professor Contact: Dr. Jack Morton Email: info@americasprofessor.com Address: 1819 Holborn St., Ste. E Missoula, MT 59802 Phone: 800-870-3130 ; Fax: 406-549-8560 Website: www.AmericasProfessor.com

Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: no

Educational Offerings: Professional Ins. Designation Programs, Individual Courses, Undergrad Ins. Courses/Programs (Accredited) Online Courses: yes Correspondence Courses: no

Course: AAMGA University West Start Date: Aug 15-16, 2013 Location: Newark, NJ Category: Property Casualty Ins, Surplus Lines Designation: CIW, CMGA

Course: Life & Health Pre-Licensing Start Date: Any Time Location: Many States Category: Life, Health, Benefits Designation: Licensing Exam Prep

Course: Under Forty Organization Annual Meeting Start Date: Sept 12-14, 2013 Location: Rockport, ME Category: Property Casualty Ins, Surplus Lines Designation: CIW, CMGA

Course: Property & Casualty Pre-Licensing Start Date: Any Time Location: Many States Category: Property Casualty Insurance Designation: Licensing Exam Prep Course: Property Pre-Licensing Start Date: Any Time Location: Many States Category: Property Casualty Insurance Designation: Licensing Exam Prep

Course: Automation & Technology Conf. Start Date: Mar 1-4, 2014 Location: Orlando, FL Category: Property Casualty Ins, Surplus Lines Designation: CIW, CMGA

Organization: ClaimSchool Course: California Ethics Requirement Contact: Barry Zalma Start Date: Any Time Email: zalma@zalma.com Location: CA Address: 4441 Sepulveda Blvd. Category: Ethics Culver City, CA 90230 Designation: No Designation Organization: American Association of Phone: 310-390-4455 ; Fax: 310-391-5614 Insurance Services (AAIS) Web: www.claimschool.com, www.webce.com Contact: Joseph S. Harrington, CPCU & adbanker.com Email: joeh@AAISonline.com Organization: Agency Management Resource Address: 1745 S. Naperville Rd. Group Educational Offerings: Individual Courses Wheaton, IL 60189 Contact: Jackie Abeyta, CE Compliance Mgr Online Courses: yes Phone: 630-681-8347 ; Fax: 630-681-8356 Email: jackie@agencymanagement.com Correspondence Courses: yes Website: www.AAISonline.com Address: 950 Reserve Dr., Ste. 140 Location: At Your Location Roseville, CA 95678 Phone: 916-757-6150 ; Fax: 916-780-6181 Educational Offerings: Educational materials Course: California Fair Claims Practices Website: www.agencymanagement.com for individual insurance line programs Regulations Online Courses: no Start Date: Any Time Correspondence Courses: no Educational Offerings: Agribusiness & Farm Category: Agency Management Insurance Specialist Designation Program Designation: No Designation Online Courses: no Correspondence Courses: no

April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 37

Education and Training Directory Course: Insurance Fraud and Weapons to Fight Fraud™ Start Date: Any Time Category: Agency Management Designation: No Designation Course: Insurance Claims For the Property Owner or Mortgage Holder Start Date: Any Time Category: Other Designation: No Designation Organization: Crawford & Company Contact: Joel Sybert Email: www.kmcondemand.com, www.kmcondemand.com/ptc Address: 1001 Summit Blvd. Atlanta, GA 30319 Phone: 404-300-1251 Website: www.crawfordandcompany.com Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: no Course: Property Technical Cert (PTC I) Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: PTC

Course: Fraud Investigations Start Date: Any Time Location: Many States Category: Risk Management & Safety Designation: ARM-Associate in Risk Mgmt

Educational Offerings: Individual Courses Online Courses: no Correspondence Courses: no

Course: Adjusting for Tree Damage and Landscape Loss Course: Advanced Interviewing Techniques Start Date: Any Time Start Date: Any Time Location: Many States Location: Many States Category: Property Casualty Insurance Designation: AIC – Associate in Claims - CE Credits for Adjusters Organization: First Party Claims Conference Contact: David Barrack Organization: Independent Insurance Agents Email: info@firstpartyclaims.com & Brokers of NY, Inc. Address: 21165 Whitfield, Pl., Ste. 105 Contact: Education Dept Potomac Falls, VA 20165 Email: edu@iiabny.org Phone: 703-433-2520 ; Fax: 703-433-0369 Address: 5784 Widewaters, Dewitt, NY 13214 Website: www.firstpartyclaims.com Phone: 800-962-7950 ; Fax: 888-432-0510 Website: www.iiabny.org Educational Offerings: Professional Ins. Designation Programs, Individual Courses Educational Offerings: Professional Ins. Online Courses: no Designation Programs, Individual Courses Correspondence Courses: no Online Courses: yes Correspondence Courses: no Course: First Party Claims Conference Start Date: Oct 21-23, 2013 Course: New York Automobile Insurance Plan Location: Crowne Plaza Hotel, Warwick, RI Certification Program Category: Property Casualty Insurance, Ethics Start Date: Any Time Designation: Up to 15 CE Credits for Location: Cities across New York Adjusters (multi-line). Open to accountants, Category: NYAIP Certification agents, attorneys, brokers, engineers & others. Designation: No Designation

Course: E&O Loss Prevention Seminars Organization: Focal Insurance Start Date: Any Time Contact: Brenda Austin Location: Cities across New York Email: focalinsurance@aol.com Designation: No Designation Address: P.O. Box 175, Pomona, NY 10970 Phone: 845-354-2036 ; Fax: 845-354-4779 Course: Accredited Adviser in Insurance Website: www.focalinsurance.com Start Date: Any Time Course: Basic Workers’ Compensation Virtual Location: Cities across New York Classroom Educational Offerings: CE & Pre-Licensing Category: Property Casualty, Agency Mgmt Start Date: See Website Courses (Classroom & Self Study) Designation: AAI – Accredited Adviser in Ins. Location: Virtual Online Courses: no Category: Workers’ Compensation Correspondence Courses: yes - self-study Designation: Other Organization: Independent Insurance Agents Course: Property Casualty & Personal Lines of Texas (IIAT) Pre-Licensing Contact: Stephanie Freitag, Education Mgr. Organization: Discovery Detective Academy Start Date: Apr 8–Jul 26, ‘13 (Rockland, NY) Email: sfreitag@iiat.org ; educinfo@iiat.org Email: ops@discoverydetectivegroup.com Jul 15 – Aug 2, 2013 (Westchester, NY) Address: 1115 San Jacinto, Ste. 100 Phone: 480-951-6545 Jul 15 – Aug 2, 2013 (Queens, NY) Austin, TX 78701 Website: discoverydetectiveacademy.org Aug 12 – Aug 30, 2013 (Brooklyn, NY) Phone: 800-880-7428 ; Fax: 512-469-9512 Category: Insurance - P&C; Life Accident & Website: www.iiat.org Health & Annuities Educational Offerings: Individual Courses Designation: Agent/Broker’s License Online Courses: yes Educational Offerings: Professional Ins. Correspondence Courses: no Designation Programs, Individual Courses Online Courses: yes Organization: HMI Correspondence Courses: no Course: Professional Investigator Contact: Douglas Malawsky Start Date: Any Time Email: dougm@hmiadvantage.com Location: Many States Course: Certified Account Manager Program Address: 107 Edinburgh South Dr., Ste. 205 Category: Risk Management & Safety Start Date: see schedule online - iiat.org Cary, NC 27511 Designation: ARM-Associate in Risk Mgmt Location: Many Cities Ph: 919-460-5445, x 25 ; Fax: 877-796-4626 Category: Customer Service, Technical Website: www. hmiadvantage.com Knowledge Designation: CAM – Certified Account Mgr Course: Workers’ Compensation Program I-IV Start Date: Any Time Location: All States Category: Workers’ Compensation Designation: Other

38 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

Course: Construction Risk & Insurance Specialist Start Date: see schedule online - iiat.org Location: Many Cities Category: Commercial Property Casualty, Property Casualty Ins, Risk Mgmt & Safety Designation: CRIS - Construction Risk & Insurance Specialist Course: Producer Development Program Start Date: see schedule online - iiat.org Location: Austin, TX Category: Agency Mgmt, Commercial & Personal P&C, Customer Service, Ethics, Risk Mgmt & Safety Organization: Infinity Schools Contact: Greg Mckewen Email: info@infinityschools.com Address: 1310 Esplanade, Ste. 317 S Redondo Beach, CA 90277 Phone: 800-600-2550 ; Fax: 424-247-9050 Website: www.infinityschools.com Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: yes Course: Unlimited CE Packages ONLY $36.95 Start Date: Any Time Location: Nationwide Category: Property Casualty Insurance Designation: Continuing Education & PreLicense Training Course: Ethics the Guide to Success Start Date: Any Time Location: Nationwide Category: P&C Insurance – 5 Credit Hours Designation: Continuing Education & PreLicense Training Course: Understanding Umbrella Coverage Start Date: Any Time Location: Nationwide Category: Commercial P&C -15 Credit Hours Designation: Continuing Education & PreLicense Training

Course: Insurance Success Seminars Start Date: May 14-16, Sept. 10-12, Nov. 5-7 Location: PA Category: Sales/Marketing Designation: CPIA – Certified Professional Insurance Agent Course: Pa. Licensing Exam Preparation Start Date: Varies by month Location: Pa. - Multiple Locations Category: Property Casualty Insurance

Organization: Insurance Educational Assoc. Contact: Patty Gibson Carlson Email: info@ieatraining.com Address: 725 W. Town & Country Rd., Ste. 430, Orange, CA 92868 Phone: 714-689-0161; Fax: 714-689-0112 Website: www.ieatraining.com Educational Offerings: Professional Ins. Designation Programs, Individual P&C Courses & Workshops Online Courses: yes - plus classroom, Telecourse and video Correspondence Courses: no

Course: Certificates of Insurance Start Date: Any Time Location: Anywhere Category: Property Casualty Insurance

Course: Online Self Study Start Date: Any Time Location: All States Category: Workers’ Comp, Agent/Broker Prelicensing, Disability Mgmt Designation: WCCA, WCCP, CPDM

Organization: Insurance Community Center and University

Contact: Barbara Thorvilson and Laurie Infantino Em: barbara@insurancecommunitycenter.com Em: laurie@insurancecommunitycenter.com Address: 78-365 Highway 111, Ste. 388 La Quinta, CA 92253 Phone: 303-219-3586 ; Fax: 760-645-6285 Website: www.insurancecommunitycenter.com

Course: Online Instructor Led (Tele-Learning) Start Date: Feb, May, Sep Location: All States Category: Commercial & Personal P&C, Risk Management, Claims Designation: AINS, ARM, CPCU, AIC, AU, WCCA, WCCP, CPDM, CPFI, ARPM, CCMP

Educational Offerings: Individual Courses Online Courses: yes - Live Interactive Webinars Correspondence Courses: no Start Dates: See webinar calendar: http:// insurancecommunityuniversity.com/ CEWebinarsCalendar.aspx

Course: Classroom Training including On-Site Custom Classes Start Date: Feb, May, Sep -workshops continuous Location: CA, AZ Category: Commercial & Personal P&C, Ethics, Risk Management Designation: AINS, ARM, CPCU, AIC, WCCA, WCCP, CPDM

Course: Education Tracks - includes over sixty individual topics annually Location: Many States, Live Interactive Webinars Category: Commercial & Personal Lines, Employee Benefits, Agriculture & Contractors Insurance Designation: No, but does qualify for CE in several states

Course: Insurance Basics Organization: Insurance Agents & Brokers Location: Many States, Live Interactive Contact: Jessica McWilliams Webinars Email: iab@iabgroup.com Category: Ethics, E&O, Certificates and Address: 5050 Ritter Rd. Additional Insureds, Real Estate Leases Mechanicsburg, PA 17055 Phone: 800-998-9644 ; Fax: 717-795-8347 Course: Hot Topics and What’s New in the Website: www.iabgroup.com/education Industry Location: Many States, Live Interactive Educational Offerings: Professional Ins. Webinars Designation Programs, Individual Courses Category: Cyber Liability, Discussion of Online Courses: yes New Form Changes, Vacancy, Un-occupancy, Correspondence Courses: no Foreclosure, Insurance Topics in the News

Organization: Insurance Journal Academy of Insurance Contact: Chris Boggs Email: cboggs@IJAcademy.com Phone: 800-897-9965 ; Fax: 619-584-1200 Website: www.IJAcademy.com Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: no Course: Practical Workers’ Compensation: What You Need To Know Start Date: On Demand Location: Online Category: Property Casualty Insurance

April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 39

Education and Training Directory Course: The Proper Care and Feeding of Certificates of Insurance Start Date: On Demand Location: Online Category: Property Casualty Insurance Course: The Real Effects of Granting Additional Insured Status Start Date: On Demand Location: Online Category: Property Casualty Insurance, Sales/ Marketing Course: Practical and Applicable E&O Tips Start Date: On Demand Location: Online Category: Agency Management

Course: InsurFEST Start Date: Oct 24 – 26, 2013 Location: Rancho Las Palmas Resort & Spa, Rancho Mirage, CA Category: Commercial & Personal P&C, Risk Mgmt & Safety, Sales/Marketing, Surplus Lines Course: Insurance Webinars Start Date: Monthly Location: Your Computer Category: Agency Mgmt, Commercial & Personal P&C, Customer Service, Ethics, Risk Mgmt & Safety, Sales/Marketing, Surplus Lines

Course: How to Read and Understand Any Insurance Policy Start Date: On Demand Location: Online Category: Property Casualty Insurance Organization: International Association of Insurance Professionals Contact: Mark Adams Email: evp@iaip-ins.org Address: 9343 E. 95th Ct S, Tulsa, OK 74133 Phone: 918-294-3700 ; Fax: 918-294-3711 Web: internationalinsuranceprofessionals.org Organization: Insurance Skills Center /

IBA West Education

Contact: Shirley Rosenberg Email: Srosenberg@iiabcal.org Address: 7041 Koll Center Pkwy, Ste. 209 Pleasanton, CA 94566 Phone: 800-375-8704 ; Fax: 925-484-6014 Website: www.InsuranceSkillsCenter.com Educational Offerings: Professional Insurance Designation Programs, Individual Courses, Agency Management Online Courses: yes On-site Courses: yes Correspondence Courses: yes Course: Agribusiness Conference Start Date: Yearly Location: Sacramento, Columbus, Denver, Billings, Wichita, Richmond, Des Moines, Bloomington, Dallas Category: Commercial & Personal P&C, Customer Service, Ethics, Risk Mgmt & Safety Designation: AFIS – Agribusiness & Farm Insurance Specialist Course: Annual Blue Ribbon Conference Start Date: May 5 – 9, 2013 (Members Only) Location: Mauna Lani Bay Hotel & Bungalows, The Big Island of Hawaii Category: Agency Mgmt, Commercial & Personal P&C, Customer Service, Ethics, Risk Mgmt & Safety, Sales/Marketing, Surplus Lines

Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: no Correspondence Courses: no Course: Certified Leadership Program Premier learning program aimed at developing essential leadership skills for career development. The program consists of 4 modules encompassing 17 course topics. Courses are offered in an instructor led environment or may be taken self study. Start Date: Any Time ; Location: All States Category: Property Casualty Insurance Designation: CLP - Certified Leadership Prof. Course: Professional Ethics Start Date: Any Time Location: All States Category: Ethics Designation: CIIP- Certified Insurance Industry Professional Course: Long Term Care Start Date: Any Time Location: All States Category: Life, Health, Benefits Designation: CIIP- Certified Insurance Industry Professional Course: Underwriting Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: CIIP- Certified Insurance Industry Professional

40 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

Organization: International Insurance Institute Contact: Carl Van Email: CarlVan@InsuranceInstitute.com Address: 2112 Belle Chasse Hwy. #11-319 Gretna, LA 70056 Phone: 504-393-4570 ; Fax: 504-393-4571 Website: www.InsuranceInstitute.com Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: no Course: Exceptional Claims Customer Service Start Date: Any Time Location: All States Category: Customer Service Designation: CE Course: Negotiation Skills for Claims Professionals Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: CE Course: Time Management for Claims Start Date: Any Time Location: All States Category: Property Casualty Insurance Designation: CE Organization: International Risk Management Institute, Inc. (IRMI) Contact: Millie Workman Email: millie.w@irmi.com Address: 12222 Merit Dr., Ste. 1450 Dallas, TX 75251 Phone: 800-827-4242 ; Fax: 972-371-5120 Website: www.IRMI.com/CE Educational Offerings: Professional Ins. Designation Programs, Individual Courses Online Courses: yes Correspondence Courses: no Course: Construction Risk and Insurance Specialist (CRIS®) Start Date: Any Time Location: All States Category: Risk Management & Safety, Sales/ Marketing Designation: CRIS® - Construction Risk & Insurance Specialist Course: Management Liability Insurance Specialist (MLIS®) Start Date: Any Time Location: All States Category: Sales/Marketing, Prof. Liability, D&O, EPL and Fiduciary Liability exposures Designation: MLIS® - Management Liability Insurance Specialist

Course: General Insurance CE Start Date: Any Time Location: All States Category: Commercial & Personal Lines, Life & Health

Course: Inspection Courses Start Date: Any Time Location: TX Category: Other Designation: Various

Course: CIC Institutes Start Date: Multiple Location: Multiple Category: Agency Management, Property Casualty Insurance, Life, Health, Benefits Designation: CIC – Certified Insurance Counselor Organization: International Society Of Organization: Katie School of Insurance Workers Compensation Specialists Contact: Jim Jones - Director Contact: Bill Reynolds Email: jrjone2@ilstu.edu Organization: Missouri State University Email: bill@isowcs.org Address: Campus Box 5490 Contact: Dr. Stan Adamson Address: 6688 Joliet Rd., Ste. 253 Normal, IL 61790 Email: stanleyadamson@missouristate.edu Indian Head Park, IL 60525 Phone: 309-438-3021 ; Fax: 309-438-7753 Address: 901 S. National Phone: 312-286-1956 ; Fax: 708-401-0755 Website: www.katieschool.org Springfield, MO 65897 Website: www.isowcs.org Phone: 417-836-6686 ; Fax: 417-836-6224 Educational Offerings: Professional Ins. Web: www.missouristate.edu/academics/details. Educational Offerings: Professional Ins. Designation Programs, Individual Courses, aspx?id=81570 Designation Programs Undergrad Ins. Courses/Programs (Accredited) Online Courses: yes Online Courses: no Educational Offerings: Undergrad Ins. Correspondence Courses: no Correspondence Courses: no Courses / Programs (Accredited) Online Courses: yes Course: Certified Injury Prevention Specialists Course: Ethical Decision-Making Correspondence Courses: no Start Date: Any Time Start Date: Any Time Location: All States Location: Many States Course: INS 313 - Commercial Insurance Category: Workers’ Compensation Category: Ethics Start Date: Aug 2013 Designation: Other Location: Springfield, MO Course: Certified Claim Mgmt. Specialists Category: Commercial Property Casualty Start Date: Any Time Course: Leading Strategic Change Designation: CPCU – Chartered Property Location: All States Start Date: Any Time Casualty Underwriter Category: Workers’ Compensation Location: Many States Category: Management Course: INS 211 - Insurance Designation: Other Course: Certified Premium Audit Specialist Start Date: Spring or Fall each year Start Date: Any Time Location: Springfield, MO and Online Location: All States Course: Developing Financial Acumen Category: Personal Property Casualty Category: Workers’ Compensation Start Date: Any Time Designation: Intro to Insurance Location: Many States Category: Insurance Finance Course: INS 415 - Risk Management Designation: Other Organization: Kaplan Financial Education Start Date: Jan 2014 Contact: Louie Valencia Location: Springfield, MO Email: Louie.Valencia@Kaplan.com Category: Risk Management Safety Address: 1900 Ballpark Way Organization: Missouri Association of Designation: ARM – Associate in Risk Arlington, TX 76006 Insurance Agents Management Phone: 800-824-8742 Contact: Emily Koenigsfeld Website: www.kpsTexas.com Email: maia@moagent.org Address: P.O. Box 1785 Organization: National Association of Educational Offerings: Insurance & Securities Jefferson City, MO 6502-1785 Catastrophe Adjusters, Inc. Phone: 800-617-3658 Courses/Programs (Accredited) Contact: Lori Ringo Website: www.missouriagent.org Online Courses: yes Email: naca@nacatadj.org Correspondence Courses: yes Address: P.O. Box 821864 Educational Offerings: Professional Ins. N. Richland Hills, TX 76182 Designation Programs, Individual Courses Course: Professional License Courses Phone: 817-498-3466 Online Courses: yes Start Date: Any Time Website: www.nacatadj.org Correspondence Courses: no Location: TX Category: Other Educational Offerings: Individual Courses Designation: Various Course: Risk Specialist Series Online Courses: no Start Date: Multiple Correspondence Courses: no Course: Real Estate Courses (TREC approved) Location: Jefferson City Category: Property Casualty Niche Markets Start Date: Any Time Course: Various courses in conjunction with Location: TX our annual convention Category: Other Course: Errors and Omissions Seminars Start Date: Jan 13, 14, 15, 2013 Designation: Various Start Date: Multiple Location: Panama City Beach, FL Location: Multiple Category: Property Casualty & Personal Category: Risk Management, Ethics Property Casualty insurance

April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 41

Education and Training Directory Course: Claims Broker Program Organization: National Flood Insurance Start Date: Any Time Program - NFIP/FEMA Category: Sales/Marketing - Carrier Contact: L. Savino Designation: No Designation Email: NFIPS2@aol.com Address: P.O. Box 210, Adelphia, NJ 07710 Course: Producer Development Program Phone: 732-625-TEACH Fax: 732-625-0828 Start Date: Any Time Website: www.NFIPS.com Category: Agency Management Designation: No Designation Educational Offerings: Individual Courses Online Courses: yes Course: Underwriter Development Program Correspondence Courses: no Start Date: Any Time Category: Sales/Marketing - Carrier Course: FEMA Flood Course Designation: No Designation Start Date: Call or Email to Schedule Location: All States Category: Property Casualty Insurance Organization: Professional Liability Designation: Continuing Education Credits Underwriting Society Contact: Deb Ropelewski Email: dropelewski@plusweb.org Organization: New Level Partners Phone: 952-746-2580 ; Fax: 952-746-2599 Contact: Nancy Langton Website: www.plusweb.org Email: nlangton@newlevelpartners.com Address: 100 Overlook Center, 2nd Fl Educational Offerings: Professional Liability Princeton, NJ 08540 Ins. Designation Programs Website: www.newlevelpartners.com Online Courses: no Correspondence Courses: no Educational Offerings: Individual Courses Online Courses: yes Course: Registered Professional Liability Correspondence Courses: no Underwriter Start Date: Any Time Course: Commercial Lines Insurance Basics Location: All States (Self-study) (25 course series) Designation: RPLU; RPLU+ Start Date: Any Time Location: All States Course: PLUSâ&#x20AC;&#x2C6;International Conference Category: Commercial Property Casualty Start Date: Nov 4-6, 2013 Location: Orlando, FL Course: Personal Lines Insurance Basics (12 Category: Other course series) Start Date: Any Time Course: D&O, Med PL, Professional Risk Location: All States Symposia Category: Personal Property Casualty Start Date: Check website for dates & locations Designation: New hire training Category: Other Course: Business Skills for Account Managers (12 course series) Start Date: Any Time Location: All States Category: Customer Service Designation: New hire training Organization: Polestar Performance Programs Contact: Shari Norris Email: snorris@gopolestar.com Address: 1620 Central Ave., Ste. 202 Cheyenne, WY 82001 Phone: 888-934-2226 ; Fax: 866-313-9225 Website: www.gopolestar.org Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: no

Course: Associates in Risk Mgmt. (ARM54) Start Date: Any Time Location: Online Category: Risk Management & Safety Designation: ARM - Associate in Risk Management Course: Workersâ&#x20AC;&#x2122; Compensation is a Time Bomb for Public Entities Start Date: Wednesday, May 15 Location: Online Webinar Category: Risk Management & Safety Organization: Sandi Kruise Insurance Training Contact: Robert Kruise Email: kruise@kruise.com Address: P.O. Box 786, Bonita, CA 91908 Phone: 800-517-7500 ; Fax: 619-421-8171 Website: www.kruise.com Educational Offerings: Individual Courses Online Courses: yes Correspondence Courses: yes Course: Unlimited CE Subscription, $39.95 Start Date: Any Time Location: All States Category: Commercial & Personal P&C, Property Casualty Insurance, Ethics, Life/ Health/Benefits, Risk Management & Safety, Surplus Lines Designation: No Designation Course: Long Term Care Partnership Start Date: Any Time Location: All States Category: LTCP, Life/Health/Benefits Designation: No Designation

Course: Ethics and the Insurance Agent (meets Ethics requirement) Start Date: Any Time Location: Many States Category: Ethics, Commercial & Personal P&C, Life/Health/Benefits Designation: No Designation Organization: Public Risk Management Association (PRIMA) Email: info@primacentral.org Address: 700 S. Washington St., Ste. 218 Organization: SNL Knowledge Center Alexandria, VA 22314 Contact: Maureen Hollar Phone: 703-528-7701 ; Fax: 703-739-0200 Email: center@snl.com Website: www.primacentral.org Address: P.O. Box 2016 Charlottesville, VA 22902 Educational Offerings: Individual Courses Phone: 434-951-7786 ; Fax: 434-984-8038 Online Courses: yes Website: www.snlcenter.com Correspondence Courses: no Educational Offerings: Individual Courses Course: Risk Management for Public Entities Online Courses: no (RMPE352) - B Correspondence Courses: no Start Date: Any Time Location: Online Course: Life and P&C Insurance Statutory Category: Risk Management & Safety Accounting & Reporting

42 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

Start Date: Various throughout the year Location: New York, NY Category: Agency Management, Finance Course: Financial Analysis of Life and P&C Insurers Start Date: Various throughout the year Location: New York, NY Category: Agency Management, Finance Course: Fundamentals of Insurance Company Credit Analysis Start Date: Various throughout the year Location: New York, NY Category: Agency Management, Finance

Course: A Practical Guide to Workers’ Compensation Start Date: Multiple Dates Location: Many States Category: Risk Management & Safety Designation: Continuing Education

Organization: Success Continuing Education Contact: James Burch Email: JBurch@SuccessCE.com Address: 2 Corporate Plaza Dr., Ste. 100 Newport Beach, CA 92660 Phone: 949-706-9453 ; Fax: 949-706-9439 Website: www.SuccessCE.com

Organization: The Institutes Contact: Customer Service Email: customerservice@TheInstitutes.org Address: 720 Providence Rd., Ste. 100 Malvern, PA 19355 Phone: 800-644-2101 Website: www.TheInstitutes.org

Educational Offerings: Professional Insurance Educational Offerings: Professional Ins. Designation Programs, Individual Courses Designation Programs, Individual Courses Organization: Society of Insurance Research Online Courses: yes Online Courses: yes Contact: Ed Budd Correspondence Courses: no Correspondence Courses: yes Email: sir.mail@comcast.net Address: 631 Eastpointe, Shelbyville, IN 46176 Course: Associate in General Insurance (AINS) Course: Personal Lines Total Coverage Phone: 317-398-3684 Start Date: Any Time Website: www.sirnet.org Start Date: Any Time Location: All States Location: All States Category: Property Casualty Insurance Category: Property Casualty Insurance Educational Offerings: Individual Courses Designation: Associate in General Insurance Designation: P&C Insurance Agents Online Courses: no (AINS) Correspondence Courses: no Course: Homeowners & Automobile Ins. Course: Associate in Commercial Underwriting Start Date: Any Time Course: 2013 Spring Seminar (AU) Location: All States Start Date: Apr 9-10, 2013 Start Date: Any Time Category: Property Casualty Insurance Location: University Club - Chicago, IL Location: All States Designation: P&C Insurance Agents Category: P&C and Health Category: Commercial Property Casualty Designation: Research Designation: Associate in Commercial Course: Surplus Lines Compliance Course Underwriting (AU) Start Date: Any Time Course: 42nd Annual Conference Location: All States Start Date: Oct 13-16, 2013 Course: Chartered Property Casualty Category: Property Casualty Insurance Location: San Antonio, TX Underwriter (CPCU®) Designation: P&C Insurance Agents Category: P&C and Health Start Date: Any Time Designation: Emerging Issues & Research Location: All States Category: Property Casualty Insurance Designation: Chartered Property Casualty Organization: The Agency Trainer Underwriter (CPCU®) Organization: Sterling Education Services, Inc Contact: Vickie Morgan Email: vmorgan@agencytrainer.com Contact: Elizabeth Kramer Address: P.O. Box 11551, Pueblo, CO 81001 Email: ses21@sterlingeducation.com Course: Accredited Adviser in Insurance Address: PO Box 3127, Eau Claire, WI 54702 Phone: 719-924-9454 ; Fax: 888-840-1250 (AAI®) Website: www.agencytrainer.com Phone: 715-855-0495 ; Fax: 715-835-5132 Start Date: Any Time Website: www.sterlingeducation.com Location: All States Educational Offerings: Individual Courses Category: Agency Management Online Courses: no Designation: Accredited Adviser in Insurance Educational Offerings: Individual Courses Correspondence Courses: no (AAI®) Online Courses: no Correspondence Courses: no Course: Applied Systems Training Course: Associate in Claims (AIC) Start Date: Any Time Start Date: Any Time Course: Workers’ Comp Law & Practice Location: All States Location: All States Start Date: Multiple Dates Category: Agency Management Category: Claims, with multiple specialty Location: Many States Designation: Other tracks including personal auto & workers comp Category: Risk Management & Safety Designation: Associate in Claims (AIC) Designation: Continuing Education Course: Training Assessments, One-on-One Training, Refresher Training and more! Course: Associate in Risk Management (ARM) Course: Advanced Workers’ Compensation Start Date: Any Time Start Date: Any Time Start Date: Multiple Dates Location: All States Location: All States Location: Many States Category: Agency Management Category: Risk Management Category: Risk Management & Safety Designation: Other Designation: Associate in Risk Management Designation: Continuing Education (ARM) April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 43

Education and Training Directory Course: Partnership Long Term Care Policies Organization: The Wedge Group Start Date: Any Time Contact: Marja van Oijen Location: Online or through home-study Email: marja@thewedge.net Category: Long-term care selling requirement Address: 5729 Lebanon Rd., Ste. 144 Box Designation: No Designation 410, Frisco, TX 75034 Phone: 214-446-3209 ; Fax: 972-999-0970 Organization: The National Alliance for Website: www.thewedge.net Insurance Education & Research Email: alliance@scic.com Educational Offerings: Individual Courses Address: 3630 North Hills Dr. Online Courses: yes Austin, TX 78731 Correspondence Courses: no Phone: 800-633-2165 ; Fax: 512-349-6194 Organization: Vale Training Solutions Website: www.TheNationalAlliance.com Course: iWin: Leader in Fully Integrated Sales Contact: Tonya Magalei / Ami Thompson Training & Management Solutions Educational Offerings: Insurance and Risk Email: registrations@vale-ts.com Start Date: Any Time Management Designation Programs Address: 2424 E. Randol Mill Rd. Location: All States Online Courses: yes Arlington, TX 76011 Category: Agency Management, Sales Correspondence Courses: no Phone: 817-633-4800 ; Fax: 817-633-2922 Managers /Producers, Property Casualty/Risk Website: www.vale-ts.com Mgmt, Employee Benefits, Sales/Marketing Course: School for Producer Development Designation: No Designation Start Date: Oct 13-25, 2013 Educational Offerings: Individual Courses Location: Irving (DFW), Texas Online Courses: no Course: 3-in-1 Workshop - Million Dollar Category: Commercial Property & Casualty, Correspondence Courses: no Producer™, The Wedge®, Red Hot Intros™ Sales/Marketing Start Date: Any Time Designation: No Designation Course: Property Adjusting Location: All States Start Date: Any Time Category: Agency Management, Sales Course: Dynamics Sales Training Location: All States Managers /Producers, Property Casualty/Risk Start Date: Any Time Category: Property Casualty Insurance Mgmt, Employee Benefits, Sales/Marketing Location: Many States Designation: No Designation Designation: No Designation Category: Insurance Sales, Sales Mgmt Designation: No Designation Course: Residential Estimating Course: iWin Train the Coach - How To Run Start Date: Any Time effective CRISP™ Sales Meetings Course: Certified Insurance Service Location: All States Start Date: Any Time Representatives (CISR) Online & Classroom Category: Property Casualty Insurance Location: All States Start Date: Any Time Designation: No Designation Category: Agency Management, Sales Location: Internet/All States (1200+ per year) Managers /Producers, Property Casualty/Risk Category: Agency Mgmt, Commercial P&C, Course: Casualty Adjusting Customer Service, Personal Residential & Auto Mgmt, Employee Benefits, Sales/Marketing Start Date: Any Time Designation: No Designation Designation: CISR – Certified Insurance Location: All States Service Representative Category: Property Casualty Insurance Designation: No Designation Organization: United Insurance Educators Course: Certified Risk Managers (CRM) Contact: Toni Amell Online & Classroom Email: mail@uiece.com Start Date: Any Time Organization: WISE Education, Inc. Address: 8213 352nd St. East Location: Internet/Many States (80+ per year) Contact: Carla Coats Eatonville, WA 98328 Category: Risk Management & Safety Email: wise.education@verizon.net Phone: 800-735-1155 ; Fax: 253-846-7536 Designation: CRM – Certified Risk Manager Address: 1501 Cobblestone Ct. Web: www.uiece.com or www.CheapCE.com Thorofare, NJ 08086 Course: Certified Insurance Counselors (CIC) Phone: 800-577-9888 ; Fax: 856-384-8414 Educational Offerings: Individual Courses Start Date: Any Time Website: www.wiseeducation.com Online Courses: yes Location: All States (300+ per year) Correspondence Courses: yes Category: Agency Mgmt, Commercial P&C, Educational Offerings: Individual Courses Personal Lines, Life & Health Online Courses: yes Course: Dollars and Sense Designation: CIC – Certified Insurance Correspondence Courses: no Start Date: Any Time Counselor Location: Online or through home-study Course: Atlantic City “Blitz” Category: Life and financial planning Course: Certified School Risk Managers Start Date: Oct 18 & 19, 2012 Designation: No Designation (CSRM) Online & Classroom Location: Caesar’s – New Jersey Start Date: Any Time Category: Commercial Property Casualty, Course: FEMA National Flood Ins. Program Location: Internet/Many States (60+ per year) Ethics, Risk Mgmt & Safety Start Date: Any Time Category: Risk Management & Safety Location: Online or through home-study Designation: CSRM – Certified School Risk Category: Flood (PC) Manager Designation: No Designation 44 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

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April 8, 2013 INSURANCE JOURNAL-NATIONAL REGION | 45

IDEA EXCHANGE

Closing Quote

2030, that statistic will be one-in-five; the over age-65 population is forecast to rise significantly, with the oldest boomers now hitting that age; people age 55 and older are the fastest growing segment of the U.S. population; America’s young population has zero growth. The numbers mean that older Americans will be working with, and for, their younger peers in unprecedented ways. Even more important are cultural and sociological changes that are driving boomers to “retire” differently than prior generations. Boomers want and need to continue to work, but want to work in new ways that provide flexibility. They will seek more balance. You might say that is not so different from the young population, who want flexibility. The challenge is for insurance firms to create a “yin and yang” relationship between these two distinct generations.

Great Opportunity In an insurance culture built on stability and longevity, change is a challenge. Inertia is a barrier. But these trends also present great opportunity. How do independent agencies deal with all these challenges? Step one is for industry leaders to redefine their concept of the workforce. The proper allocation of resources to meet demands for high-value relationship building should be a top priority. Firms should understand and value the different or the first time in history, American companies now ways that various generations build relationships. have five generations of employees in the workforce: Second, insurance firms need to attract young talent the silent generation (born 1925-45); baby boomers (1946-64), and keep older talent, including considering flexible work generation X (1964-80); generation Y (1980-90) and millenniarrangements for both generations. als (after 1990). Each generation has its own work culture as The third step is to create a mentoring culture, such as a result of the societal mores and the available technology of pairing young staff with more-experienced staff and have their time. them shadow each other periodically. While all companies are facing the challenge of managing Fourth, to meet staffing and work needs, insurance firms a multi-generational workforce, the insurance industry is will need to take a new approach to their workforce by facing two additional challenges as a result of its top-heavy realigning based on the “right combination” formula: Each boomer workforce and shortage of gen Y and millennial job has the right worker with the right skills and resources workers: The need to attract and develop young people; the at the right moment. This may mean parsing linear job industry’s huge baby-boomer population that is beginning to descriptions into high-value work and low-value processing leave the traditional workforce. functions. It might mean job-sharing. This conundrum requires Imagine a 60-year-old and a 25-yearinsurance firms to find new The challenge is for insurance job-sharing — one in customer strategies for optimizing firms to create a ‘yin and yang’ old relations and the other using the their workforce. They need relationship between the new latest technology to do the support to figure out what is relevant to each generation. They and older workforce generations. work. Think of what they might learn from each other. need to create a culture that Every company’s most valuable resource is its people. motivates each generation. And they must envision how the Creating a culture that accommodates flexibility, allowing for two bookends — “young’uns” and “old guard” — can help all types of work arrangements to find and keep the right taleach other master the other’s knowledge. ent: That’s what it’s going to take to get the job done. Demographics The demographic ground we’re now walking on in the Emek, Ph.D., is president and CEO of Work At Home Vintage Employees LLC United States is unmapped. According to U.S. Census 2010 (WAHVE), a domestic remote contract outsourced staffing company that works data: One-in-eight Americans is age 65 or above, and by exclusively with insurance firms. Website: www.WAHVE.com.

New + Old = Workforce Success

By Sharon Emek

46 | INSURANCE JOURNAL-NATIONAL REGION April 8, 2013

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