The Big I Virginia Fall 2017 by PHCC-WI

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FALL 2017

BIG I The

Official Publication of the Independent Insurance Agents of Virginia

Virginia

The Big I Virginia is a publication of the Independent Insurance Agents of Virginia 8600 Mayland Drive, Richmond, VA 23294 Phone: 804.747.9300 / Toll-free: 800.288.IIAV (4428) Fax: 804.747.6557 E-mail: members@iiav.com / Website: www.iiav.com IIAV IS AN ORGANIZATION DEVOTED TO PROMOTING, ENHANCING, SERVING AND ASSISTING INDEPENDENT INSURANCE AGENTS.

The Big I Virginia is a publication of the Independent Insurance Agents of Virginia and is published quarterly by Blue Water Publishers, LLC. The Independent Insurance Agents of Virginia, Inc. reserves the right in its sole discretion to reject advertising that does not meet IIAV qualiﬁcations or which may detract from its business, professional or ethical standards. IIAV and Blue Water Publishers, LLC do not necessarily endorse any of the companies advertising in the publication or the views of its writers. The publisher cannot assume responsibility for claims made by advertisers, content provided by the editor, or for the opinions expressed by contributing authors.

Inside this issue 6 8 14 16 18 20 22 24 26 28 30-32 34 36 38 39 40 41 42 44 45 46

Ally Barbour Communications/Media Manager abarbour@iiav.com Robert N. Bradshaw, Jr., MAM President & CEO rbradshaw@iiav.com cell (804) 929-4134 Teri Chester Executive Secretary/ Receptionist & Membership Coordinator tchester@iiav.com

THE BIG “I” VIRGINIA • Fall 2017

Agents Insurance Markets

Allstar Financial Group

Amalgamated Insurance Underwriters

Amerisafe 12

Message from the Chairman of the Board – Doug Megill Message from the State National Director - Robert Yergey Message from the President and CEO - Bob Bradshaw Association Year in Review Trump & the Workplace – What to Expect Areas of Focus for the YAC A Face You Should Know: Outgoing Young Agents’ Committee Chair, Jill Roth, AAI Changing of the Guard: Adam Winfree, Chair, YAC Words From The Wise: Principals to Young Agents Young Agents Awards Young Agents Conference Sponsorship Opportunities Top Rules for the Most Successful Agents Is Your Website Doing More Harm than Good Online Coverage Education Tips for Conducting an Effective Job Interview Save the Date: 2018 IIAV Convention Thanks to Our Partners 2017 Agency Operations and Procedures Manual Unbelievable Fun with Pollution Exclusion Featured Continuing Education Classes

IIAV Staff

Thank You Advertisers

Anderson Murison

Atlantic Specialty Lines

Berkshire Hathaway/GUARD Insurance Cos. 27 Builders Mutual Insurance

Burns & Wilcox

EMC Insurance

FCCI

Grange Insurance

Harford Mutual

Hilb Group

Jackson Sumner & Associates JGS

2 27

Keystone 25 Millers Mutual Group

Penn National Insurance

SIAA

Southern Insurance Company of VA

The Iroquois Group

For more information on advertising, contact Eric Johnson, Blue Water Publishers, LLC, 9406 N. 107th St., Milwaukee, WI 53224 414-708-2059 / fax: 414-354-5317 eric@bluewaterpublishers.com

Joe Hudgins, CPCU Technical Consultant jhudgins@iiav.com cell (804) 929-4138

Danny Mitchell, AAI, AAI-M Vice President Business Development dmitchell@iiav.com cell (804) 929-4135

Bonnie Joyce Insurance Administrative Assistant bjoyce@iiav.com

Susan E. C. Perkins Membership/Education Coordinator sperkins@iiav.com

Linda Loving, CIC, AISM, AIAO IIAV Chief Operating Officer & VFSC Executive Vice President loving@iiav.com cell (804) 929-4133

Carter Lyons, CAE IIAV Director of Education & Professional Development & VAIA Executive Director clyons@iiav.com

Jennifer Riley Member Services Assistant jriley@iiav.com Bonnie J. Warren, ACSR, CPIW, DAE, RPLU Insurance Account Executive bwarren@iiav.com Melanie Miller, AINS, CPIW Insurance Account Executive mmiller@iiav.com

TEAMWORK AIG Property Casualty Partner Broker Berkshire Hathaway GUARD Premier Agent Builders Mutual High Performing Agency Chubb Personal Insurance Platinum Cornerstone Chubb Commercial Insurance Platinum Cornerstone CNA Enterprise Partner Employers Platinum Partner Encompass Charter Agency Foremost Hall of Fame Grange Insurance Senior Partner The Hanover Insurance Group Partner Plus Agent Harford Mutual #1 Agency Network The Hartford VIP & Premier Liberty Mutual Mutual Partner, Presidents Award The Main Street America Group Top 3 Customer MetLife Auto & Home National Partner Safeco Premium Partner, Presidents Award State Auto Inner Circle Travelers Leadership Conference

IROQUOIS

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The Key to SUCCESS How does Iroquois generate superior results? By building a network of strong, independent agency members who generate profitable growth for a core group of Carrier-Partners. And those Carrier-Partners have recognized Iroquois members with these honors.

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Chairman of the Board

DOUG MEGILL dmegill@mcleaninsurance.com

Let’s Make Our Association the Greatest It Can Be

want to say that I am truly honored to be your chairman for the 119th year of IIAV! Thank you Monty Dise for the incredibly successful year you had as chairman and for leaving me with some huge shoes to fill! Fellow agency and company members of the IIAV, I can honestly say that our association is in great shape thanks to the guidance, time, and energy that Monty and his board contributed last year. However, there is more work to do to remain one of the top state insurance agents associations in the country, which brings me to my goals for the year. First, to increase membership participation in the association. Second, to develop future leaders for the association, our agencies and our industry. And lastly, to elevate the brand awareness of the association and the independent agent system as a whole. To accomplish these goals, I want to revitalize and modernize the committee structure that helped make the IIAV so successful for so many years. In my opinion, highly effective and fully functioning committees help to develop member participation in the association! Committees also provide a platform to share new ideas and an opportunity to meet fellow agents and company partners, which has been extremely valuable to me over the years.

We should all strive to leave things better than we found them. I have found that for the most part, participating on a committee fosters communication and goodwill between competitors, and promotes professionalism and the ethical conduct of business!

THE BIG “I” VIRGINIA • Fall 2017

There are plenty of clients for everyone. We should have no hard feelings when business changes hands as long as we are all playing by the same ethical rules and avoiding personal attacks at all costs. It’s really hard to talk badly about a competitor if you have to sit next to them at a committee meeting. By serving on a committee you will develop into a future leader, both for your agency and also for the association! Serving on a committee teaches you how to run a meeting, communicate effectively with peers, and gain confidence as an effective contributing member. By serving on a committee you, in essence, are being trained how to become a future board member and then someday chairman of the IIAV. Building future leaders and teaching leadership will perpetuate our agencies, the association and the insurance industry for years to come. Because of the challenges our industry will face in the future we will need bright, welleducated and highly effective leaders actively participating in our association if we are to survive as an industry. I am also going to propose that we hold a joint committee meeting at our annual convention in order to attract more agents to this important networking, educational, and fun family event. Next year we will be at the Virginia Beach Hilton – so, don’t miss the opportunity to volunteer to be on a committee soon! Plus, our company partners, who support us every year at these events, should be recognized by increasing the agent and agency participation at our expo’s and conventions. As an association, we need to increase the awareness of the benefits of doing business with a Professional Independent Agent! This is why as my last goal, I am going to work with Bob and the staff to develop a public awareness and marketing campaign committee that will not only help generate new members for the association from the agencies that have chosen not to join us thus far, but it will also be aimed at promoting our industry to consumers. This will be another opportunity to serve the

association on a committee because I know we have many great marketing and public relations minds out there! In conclusion, when you are asked to serve on a committee this year, please accept my offer and, if you are not asked, please volunteer and join me, the board, and the IIAV staff in helping to continue the legacy that our predecessors have established. Yes, it takes some time but you will be greatly rewarded. We should all strive to leave things better than we found them. I hope these ideas have a positive impact on the IIAV and the insurance industry as a whole. I pray that all of you will also aim to contribute of your time, talent, energy and ideas so that together our legacy can be of having left the insurance industry better than we found it. Finally, I thank my Heavenly Father for all that I have been blessed with during my life and pray that during my year of service as your chairman I will exemplify the high

standards and moral values exhibited by past chairmen such as Monty, Jason, Bill, Buck, Dan, and so many others in helping to make our industry and our association strong for the many challenges we will face in the future! Together with Divine guidance and assistance from the board, the staff, our industry partners, and our fellow agents we will succeed. Our lives are the sum of the choices and decisions we make! When you finish reading this article, please choose to become involved or continue to be involved in your association. Send an email to Linda or Bob letting them know of your interest to serve the association and your fellow agents. Please do this for yourself and for your employees, for your clients and, most importantly, for your families! I firmly believe our profession is one of the most important careers in our society. God bless you all and let’s all work towards making our association the greatest it can possibly be.

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Fall 2017 • THE BIG “I” VIRGINIA

State National Director

Robert Yergey ryergey@towneinsurance.com

trusted choice What Members Need To Know

ike a good neighbor…”, “You’re in good hands…”, “You can save 15% in 15 minutes” – Each year exclusive and direct carriers spend billions in advertising and branding initiatives vying for a bigger share of the over $550B property/casualty marketplace. It’s been almost 15 years since the Big “I” national association endeavored to combat the marketing efforts of exclusive and direct carriers by creating the Trusted Choice consumer brand with the goal of capturing a greater share of the personal lines marketplace. Today, nearly 75 carriers partner with Trusted Choice to promote the brand and every member is able to take advantage of the resources Trusted Choice offers, including Trustedchoice.com and Agency Nation. This article will highlight some of the latest valuable resources from Trusted Choice that IIAV members of all sizes can benefit from.

at key factors that influence visibility and usability. From search engine optimization (SEO) and blogs, to broken links and website analytics tools, the review will surely be eye-opening for your agency. Contact Madeleine.Stern@iiaba.net and/or Demarcus. Johnson@iiaba.net.

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• Advertising materials: To promote your agency, members have access to a library of professionally produced and consumertested marketing and advertising materials. These are completely customizable and include print ads, direct mail templates, postcards, and television, radio and website ads. Be sure to check out the “Why Use a Trusted Choice Agent?” taggable, imagine video, which is a great addition to any agents website. It is now also available in Spanish as well. Visit www. trustedchoice.com/agents.

Continued on page 10 >>

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THE BIG “I” VIRGINIA • Fall 2017

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President and CEO

Robert N. Bradshaw, Jr., MAM rbradshaw@iiav.com

A YEAR IN REVIEW

ach year goes by in a blink of the eye. I know it sounds trite, but very often I wish there were more hours in a day.

Personally, it was exceedingly busy in terms of legislative activity – meetings with commissions, committees and task forces EVEN BEFORE the legislature started. IIAV is represented on a number of commissions that are important to the membership and the legislative process. The most recent session – while a short session – was also exceedingly busy for us and I believe we represented the membership well. We even got a major proposal affecting the insurance agents postponed for a study after the session. Much of that work is ongoing now and we’ll have to see what develops for the coming session. As usual we work with our company partners – when we can; the trial lawyers – when we can; other industry groups – when we can; all in an effort to make sure that the interests of the independent insurance agent are well represented. On a personal note, this is the last year that the “old” General Assembly Building will be standing and it will be torn down shortly and replaced….in a couple of years. During the 2018 session the legislative process will be handled in temporary offices, which we will have to learn to navigate. I recently spoke with a legislative leader who got lost in the new offices. Stay tuned. This past year IIAV gained two new professional staff leaders – Carter Lyons, our new Director of Education/ Professional Development, and Ally Barbour, our new Communications/Media Manager. Both of these professionals have helped to take the association light years into the future. I encourage you to get to know them as they are both a wealth of knowledge and they are dedicated to the advancement of independent insurance agents. It’s notable that shortly after Carter came on board, she obtained her CAE Designation – Certified Association Executive. We’re all very proud of her and her achievement.

THE BIG “I” VIRGINIA • Fall 2017

This is not to say that our long-standing employees are twiddling their thumbs. I’m honored and proud to work with Linda Loving – IIAV’s COO, and Danny Mitchell – IIAV’s Vice President of Business Development. These two professionals are a wealth of knowledge and have become key resources for many of our members. And I won’t hesitate to mention that we continue to benefit from one of the industry’s leaders in our profession, Joe Hudgins. I don’t believe that there is a sole in our industry who has NOT called upon Joe for advice and research questions. In short, IIAV members have some key professionals working on their behalf at the IIAV office. We are all dedicated to the advancement of the independent agency system and should be considered an extension of your office. You might remember that earlier this year the Bureau of Insurance terminated the agency license of 710 insurance agencies. IIAV quickly reviewed the list and contacted all member agencies on the list to see if there was anything we could do. Virtually all had dropped the license name and were operating under a new name and license and were therefore not affected. I was surprised however at the number of non-members who called for assistance in this regard. IIAV members receive the very best possible professional assistance and support. In short, the most valuable “benefit” of IIAV membership is the high quality and professional staff that we have working on your behalf. Next time you’re in Richmond, stop by to see us. We’d love to see you and bring you up-to-date on our activities. After all…..IIAV is YOUR association. We work for you! Robert N. Bradshaw, Jr., MAM IIAV President & CEO

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TRUMP & THE WORKPLACE WHAT TO EXPECT

ver the past six months, since the start of the Trump Administration, I have delivered perhaps a half-dozen presentations on what workplace regulations and changes employers can expect from the new president. My sessions always had to begin with a disclaimer – we really don’t know what to expect from the new administration, so all we’re really doing is reading political tea leaves and wish lists. Fortunately, we now have some clear signs about the administration’s priorities. Of course, the president has free reign to make changes to regulatory issues that are the domain of the administration’s executive branch. What will happen in the House and Senate is much harder to predict. That said, here are some of the initiatives being currently promoted by the Trump administration: REPEAL OF THE AFFORDABLE CARE ACT (ACA). At the time of writing this article, a repeal and replace version of the ACA has passed the House, and the Senate is working on a version of its own. The Senate versions that have been floated so far have met resistance from both conservative and moderate GOP members of the Senate, creating a politically challenging situation for the Senate Majority Leader. Should a version pass the Senate, a reconciliation of the two versions w o u l d need to be created and then voted on by both houses before reaching the president’s desk. Long story short, we have quite a distance to go before there’s an ACA repeal and, given the amount of time necessary for providers and insurers to react to the changes, even if the law is repealed and replaced within the next few months, we anticipate that employers will see no changes until at least 2019. Our advice is to stay the course and to check in with your

By Claudia St. John, President – Affinity HR Group Inc. health insurance broker – they remain your best source of information about how any changes will impact you and your company. OBAMA OVERTIME RULE. On December 1, 2016, a new minimum salary threshold was to go into effect which would have required anyone earning a salary of less than $47,476 to become eligible for overtime. This proposed rule is currently held up in court. Trump’s new Labor Secretary, Alexander Acosta, said during his confirmation hearing that while he agrees that the current threshold of $23,660 is too low and should be adjusted, it should not be increased to the level proposed by Obama. Rumor has it Acosta is eyeing $33,000 as the new minimum salary threshold. Our advice is to hold tight until either a new rule is proposed or the court acts on the current injunction, but you can expect that the threshold will certainly be increased from its current level. INDEPENDENT CONTRACTOR GUIDANCE. Within the last two years of his term, President Obama’s administration released guidance to employers on how to assess whether an independent contractor should be considered an employee under the Fair Labor Standards Act (FLSA). The new guidance created a much higher standard of “economic dependence” and would have reclassified many independent contractors as employees. In one of his first acts as Secretary of Labor, Acosta withdrew this guidance and returned to the long-standing “control standard,” which focuses much more on whether the contractor truly is independent and is able to maintain control over how and when the work should be performed. For more on how to determine if your independent contractor is classified correctly, search for “DOL Fact Sheet #13.” PAID MATERNITY/PATERNITY LEAVE. In his 2018 budget proposal, President Trump proposed a new federal paid maternity/paternity/adoptive parent leave program. The program would provide for six weeks of paid leave for new parents and would leave the structure and the funding of the program largely up to the states. States would administer (and fund) the program through their Unemployment Insurance (UI) program. The

level of the benefit and funding are largely undetermined at this point, but it is anticipated to be approximately the same level of financial benefit as each state’s weekly UI benefit. Since most presidential budget proposals are really an administration wish list, it will be necessary for the House or Senate to design and usher this program through to passage, leaving it with an uncertain fate.

STATE-BASED INITIATIVES. In the absence of significant congressional action on numerous workplace initiatives over the past few years, many states and localities have moved forward with their own regulatory requirements, including increasing the minimum wage, implementing equal pay rules, establishing mandatory sick and parental leave programs, ban-the-box and scheduling predictability laws.

MANDATORY E-VERIFY FOR ALL EMPLOYERS. Presently, E-Verify is largely a voluntary internet system that enables employers to verify the legal work status of potential employees. E-Verify is mandatory for all federal contractors and, on the federal level, is voluntary for all other employers. Nine states – Alabama, Arizona, Georgia, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee and Utah – require E-Verify for all or most employers, with some carve-outs for small businesses. Eleven states – Colorado, Florida, Idaho, Indiana, Michigan, Missouri, Nebraska, Oklahoma, Texas, Virginia and West Virginia – require E-Verify for most public employers. Minnesota and Pennsylvania require E-Verify for some public contractors. Nationwide, barely 10% of private employers currently use E-Verify. In his 2018 budget proposal, President Trump allocated funding to require all private employers in all states to use E-Verify for all hires. Given the limited use of this system today, this initiative, should it make its way through Congress, represents a significant change in most employers’ hiring process. Stay tuned!

Clearly, legislating workplace rules and regulations on a state or local basis creates a sizeable challenge for large, multilocation employers who must track and comply with each regulation. In response, numerous states have passed state workplace preemption laws, which make it illegal for localities to legislate workplace standards that differ from those of the state. We can expect to see the rate of state and local employment regulations increase as well the number of state preemption laws. In the months ahead, we will be monitoring what bubbles up, especially in the area of deregulation and tax reform – the next big areas of change. We’ll keep you posted! Claudia St. John is president of Affinity HR Group, Inc., IIAV’s affiliated human resources partner. Affinity HR Group specializes in providing human resources assistance to associations such as IIAV and their member companies. To learn more, visit www. affinityhrgroup.com/IIAV.

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Fall 2017 • THE BIG “I” VIRGINIA

YOUNG AGENTS

AREAS OF FOCUS FOR THE YAC: EDUCATION, LEADERSHIP, SERVICE, AND CONNECTIONS

n January, the Young Agents’ Committee set out to bring into focus the overall image of the young agents, as well as clarify what the group really stands for. IIAV’s young agents have a long tradition of being actively engaged in the association and they are well-known for the energy and enthusiasm they generate. There were several points of discussion. First, while very social, they were very clear that the purpose of the group goes far beyond just having fun. Second, the industry is growing and changing rapidly – and within the next few years, as many longtime leaders begin a new phase of life, there is going to be an even greater need for others to step up. And third, the term “young agent” doesn’t really define what this group does or who they are. So, with that, they identified four main areas where they will not only focus their energy, but that they hope come to mind when you think of them. And, pay close attention in the coming weeks and months. They are doing some amazing things. If you are a young agent or if you have one (or more) on your team, we encourage you to be involved. EDUCATION. It’s impossible to have too much knowledge. Being part of an industry that is not only rapidly changing and incredibly complex, but essential to society, learning matters. Therefore, the young agents quickly identified education as a critical focus area. They are committed to learning as much as they can, both in formal settings like a classroom, but also by gaining wisdom from fellow members of the industry. LEADERSHIP. It’s often said that the young agents “are the future of the industry.” That’s true. However, they’re already a part of it and they are making an impact. A focus on leadership is important as they are actively leading now and will continue to do more of that as time goes on. Their goal is to continue to develop as leaders, help others around them, and learn from those who know the most about the industry. 20

THE BIG “I” VIRGINIA • Fall 2017

SERVICE. This is nothing new. The Young Agents Committee has rallied around both the Huntington’s Disease Society for America, Trevor’s Treasures, and the Make A Wish Foundation for years. In December and May, they generated record donations and participants for both Trevor’s Treasures and the Walk for Wishes. Cocktails for a Cause is set to take place September 13, and there is every reason to believe we’ll have record participation for that as well. CONNECTIONS. The value of being connected is not easy to measure; but it’s tremendous. By building strong connections, young agents are able to better understand the industry, better understand the impact of their work, and better serve their clients. These connections are not just important within the young agents themselves. It is essential that they are connected across the industry, and also with other industries. Therefore, while a happy hour may not seem meaningful on the surface, we encourage participation regardless of your experience level!

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YOUNG AGENTS

A FACE YOU SHOULD KNOW: OUTGOING YOUNG AGENTS’ COMMITTEE CHAIR, JILL ROTH, AAI For the past year, the Young Agents’ Committee has been under the direction of Jill Roth – and if you don’t already know, some amazing things have happened. We thank Jill for her hard work, her energy and vision, and her leadership. Why did you choose insurance? It’s more “insurance chose me.” I was born into the insurance industry as I will be a third generation owner of our family agency. I majored in government and international politics. When I graduated from George Mason University and landed a job with a United States Congressman in Washington, D.C., I thought my fate as an insurance agent was over. I slowly saw the light and started working on the marketing side of operations in 2007 and haven’t looked back since. Who is a mentor of yours and why? The obvious answer is my dad, Tom Ahart. He grew this agency from my grandparents’ basement to a multi-location A&M He Assoc VA of PRINT.pdf 1 10/20/15 PM business. is Ad one the brightest in this 12:33 industry and an

absolute born business leader. He not only managed to get through the recession of 2008, he led our agency to flourish in a way I never would have thought possible. Mark and I have big shoes to fill and we’re trying to soak in everything while we can. You’ve been actively involved with IIAV as a young agent - why? You know how the saying goes – surround yourself with knowledgeable people who inspire you. That is what the Young Agents’ Committee is about. I was a fish out of water when I first entered this industry in 2007. Getting involved in the committee showed me that I was not alone, but provided me with more seasoned young agents’ advice/experiences. It also allowed me to connect with company representatives I would have otherwise never known. What do you want other members to know about the Young Agents’ Committee? The Young Agents are a completely different generation of agency leaders. We are a group of highly motivated individuals who might not think like our predecessors. The YAC allows us to think outside the box and get results in a new fashion. What do you enjoy most about your job? 100% the flexibility and hands-off approach. I am a very hard worker who will never settle. If I were in a different industry with regulations and micromanagers, I would never produce anything. Having the ability to work late at night and on weekends, but also be able to take a morning off and watch my son graduate preschool is a HUGE perk that I wouldn’t trade for anything. Tell us something funny that’s happened to you as a professional. For anyone who knows me, this probably won’t come as a surprise, but I once went to a conference with two black left shoes! They looked so similar when I packed that morning, but clearly weren’t identical. I had to wear flip flops with my suit. I will take full credit for this new fad. What has been your biggest lesson or area of growth? I will never stop learning in this industry as different coverages and exposures are constantly popping up. The thing I have grasped the most though, has been the technology portion. My dad doesn’t have to know about the disruptors such as Lemonade and Insureon. I will be the owner when companies like this are becoming more of a threat. It is important to know about them and how to best protect your agency. There is no better resource than my state association, national association, and trustedchoice.com.

THE BIG “I” VIRGINIA • Fall 2017

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YOUNG AGENTS

CHANGING OF THE GUARD: ADAM WINFREE, CHAIR, YAC Adam Winfree has been part of the Young Agents’ Committee for quite some time, but as of July 1, is now chair. Check out what he has to say about the industry, young agents, and being right (once in awhile). When people come to you for help, what do they usually want help with? Most people need help figuring out which coverages they need and understanding what they’re purchasing. Everyone would like to save money as well, which is a goal and makes people happy, but is not always possible given circumstances. Who’s your go-to band or artist when you can’t decide on something to listen to? I usually can’t decide on something to listen to because music streaming has made it so easy to listen to anything all the time. My current go-tos are The Beatles, Steve Winwood, Bob Marley, Arcade Fire, Tame Impala, and My Morning Jacket. My favorite band of all time is Pink Floyd.

From an insurance standpoint, I hope the role of agents helping clients never changes. The commoditization of our industry scares me for many reasons, but mostly because people don’t always understand what they need and what they end up buying. From a personal standpoint, I’ve grown to appreciate change, so all I can think of is that I hope South Park never changes and I’m still watching new episodes decades from now! How has your involvement with the Young Agents’ Committee benefited you over the years? Tremendously. It helped me immediately when I first started working to feel like I was part of something bigger than just my job. Getting to know and becoming friends with others in the industry really helped me realize this was a relationship business. That’s the number one thing that I think has benefitted me with Young Agents is all the great relationships formed over the years. Having those connections is invaluable. Young Agents really set me up and has helped advance my career. Tell us your funniest professional moment.

What

Anytime I was ever right and my Dad was wrong about an insurance question. So like, once or twice ever.

My father, Dennis, has been in the business for about 40 years. I’ve learned so much from him, but I feel the most important qualities instilled in me are honesty, integrity and treating everyone with respect.

There’s been a lot of discussion about the term “Young Agents” and the image that it creates. Would you share your thoughts about the Young Agents as a whole?

You’re a second generation insurance agent. lessons were instilled in you from an early age?

What’s the farthest you’ve ever been from home? I went on an awesome two-week Western European trip with some other students from my high school Spanish class. We started in London and made our way down to Paris, Madrid, Seville, and Lisbon. I would love to do a similar trip in Eastern Europe with my wife at some point. What do you wish that the public knew about the insurance industry? I wish people knew that our job and the reason we’re here is to help them when something goes wrong. Also that rising insurance costs are not just based on any claims they may have had, but all the other claims being paid out to everyone.

What do you hope never changes?

THE BIG “I” VIRGINIA • Fall 2017

Different people will have different connotations of what Young Agents mean, but to me, it’s all about getting people who are new to the business engaged and helping them pave the path for their career. I believe the main principles of the Young Agents Committee are networking, education, and being more involved in the community. I’m excited to continue and help advance these principles as the chairman.

Independence isn’t easy You could have sold the agency, but you didn’t. Success rests squarely on your shoulders and the path forward isn’t always clear. Independence means freedom, but it also means responsibility. It is about staying true to the commitments you’ve made - to your clients, your colleagues, your community, and your family. Keystone is for people who believe that powerful partnerships generate prosperity. Our mission remains unchanged: to provide access to the expertise, resources, and relationships that sustain independent insurance agencies over the long haul. Keystone. Independence works better together.

Contact Cheryl Brooks for more information: 570.473.2840 cbrooks@keystoneinsgrp.com keystoneinsgrp.com

YOUNG AGENTS

WORDS FROM THE WISE: PRINCIPALS TO YOUNG AGENTS If you have (or have had) a young agent in your office, would you recommend that they be involved with IIAV’s Young Agents program? Why or why not? • Yes, absolutely! It was instrumental to my development. I will say that you need to manage your young agents well and keep them happy. Engaging in the YA events is a great way to help them grow and develop into agency and industry leaders. — Principal, Mid-Size Agency • Yes, absolutely recommend they become involved. It helps them build relationships within the industry, both on the carrier and the agent networking opportunities. It helps them grow and learn from their peers in the industry. It provides them with relationship equity in the industry when they need a helping hand with a risk or an account. It helps them develop as leaders and grow as individuals. — Principal, Small Agency • I highly recommend that principals encourage their young agents to participate in IIAV’s Young Agents program. IIAV is constantly trying to increase the awareness and value of this program and it can only succeed with participation of principals and the young people in their office. — Principal, Small Agency • We have two new agents in the office. We strongly support the IIAV and would encourage them both to be involved with the Young Agents Program. We will be sending at least one, if not both, to the conference this fall. It is important that these folks share ideas, their challenges and their successes with other agents. — Principal, Mid-Size Agency When you began your career, were you involved in the Young Agents program? Why or why not? • Yes, I was involved but unfortunately it was somewhat of a clique with the agents from Tidewater, Richmond and Roanoke. Northern Virginia Young Agents were not included in events back then as much as they are today. You all have done a great job engaging everyone in the YA program over the last 10 years! — Principal, Mid-Size Agency • It was this outlet that laid the foundation to my respect for our industry and IIAV as I was one of the first Young Agents when the program got started in 1980. I gained many friends that have helped me during my career and that I now work with on our State Board. — Principal, Small Agency What do you see as the biggest challenge that the Young Agents will face during their careers? What do they need to be prepared for? • The biggest challenge I see is the competition from online companies. We are primarily a personal lines agency, and are constantly fighting the GEICO’s of the world just to keep business. Young agents are going to have to adapt, and figure out how to communicate with their peers. — Principal, Small Agency 26

THE BIG “I” VIRGINIA • Fall 2017

• Learning how to network and become advisors to their clients as well as leaders within their agencies and the association. They should spend more time on education and legislation in order to truly understand the importance of what we do for our clients. Competition from the internet and other alternative markets for insurance and technology as it evolves. They should also spend some time learning alternative risk solutions and about captives as a career path or to supplement traditional solutions offered to clients. — Principal, Mid-Size Agency • I believe one of the challenges in today’s market place is how to capture social media as a means of marketing. Buying habits have changed and if an agent ( or agency) has not embraced social media they will be left behind! — Principal, Mid-Size Agency What advice would you give today’s Young Agents, given the landscape of the industry and the world? • Learn as much as you can. Make sure you have a mentor. Ask lots of questions. Stick with it! You can go anywhere in the world and find a job within the insurance industry. — Principal, Large Agency • Learn your craft. Know insurance. Know coverage, know the forms, understand your insurance company appetites. Be consultative and helpful to your customers. “Whatever it takes.” — Principal, Small Agency • Keep your focus on the long term; insurance is not something that happens in a few months!!!! — Principal, Small Agency When you hear “Young Agents,” what comes to mind? • The future of our business. — Principal, Small Agency What do you see as the greatest potential advantage that today’s Young Agents have? • I think their greatest advantage is technology. It has gotten past me, but my son is on just about every social media website, keeps our Facebook page up-to-date, just overhauled our web site, etc. — Principal, Small Agency • The opportunity for growth! The insurance industry is an aging work force on both the Agency and Carrier side. The opportunity for growth, development and leadership is limitless. — Principal, Large Agency • Technology and its uses. Our young agents can work from anywhere and connect from anywhere. I find them to be much more flexible in their thinking and how they perform their jobs. — Principal, Small Agency • Their ability to communicate differently from what was available years ago. — Principal, Small Agency

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YOUNG AGENTS

2016 YOUNG AGENT AWARDS

Each year, IIAV honors two young insurance professionals. The Young Agent of the Year and the Young Agents’ Company Person of the Year are both nominated by their peers, which speaks to the level of prestige they are given. With so many highly qualified professionals, showing so much promise and leadership, the choice is never easy. In 2016, this was also true, but two award candidates stood out. We are so pleased to recognize them again for their achievements!

Young Agent of the Year Brittany Totty, CPCU, CIC, AAI, AIP Agency: Towne Insurance/ Invincia Insurance

I was indifferent. Apart from personal auto coverage, I really didn’t know much other than the commercials you see on TV. What do you wish the general public knew about insurance?

Years in the Industry: 10 years

Forget the gimmicks! The details and coverage forms in an insurance policy are what matters at a time of a loss. Choose a smart and detailed Agent who will help you pick the best coverage options, and be your advocate when needed.

What do you love most about the insurance industry?

You’ve been involved with the Young Agents for quite some time. How has this involvement benefitted you and your career?

I enjoy all parts of the industry – Sales, Service and Operations. I enjoy meeting new people, learning about their business and helping to protect their most valuable assets. This is still a relationship business that is founded on trust. I also enjoy the operations and management side of an Independent Agency. We are continuously working to find efficiencies and help our employees reach their max potential.

When I first started in the insurance industry, I was in an office with very few people close to my age. The Young Agents provided an outlet to meet, network and share experiences with peers. I also believe the insurance industry has so much potential for young people who are willing to work hard. I have continued my involvement to help promote and encourage others to stick with it and grow.

Title: Vice President

Young Agents’ Company Person of the Year Diana Fulton, CIC, AFSB Company: Hanover Insurance Group Title: Personal Lines Territory Sales Manager Years in the Industry: 10 years How did you find the insurance industry? Or, how did the insurance industry find you? While a senior in college I heard about Hanover’s Future Leaders Program (FLP) and was excited about the opportunities it presented. The FLP program is designed to develop individuals to become future leaders by providing long term career support and guidance. I began my career as a Surety Bond Underwriter, and about a year and a half later made the transition to Personal Lines. 28

Before you started your career in insurance, what was your impression of the industry?

THE BIG “I” VIRGINIA • Fall 2017

What do you love most about the insurance industry? The insurance industry is a relationship driven business. I especially value the company/agency relationships and the ability to continue developing professionally and personally throughout my career. What is the most common question or misconception about the industry? TV commercials paint a picture of the industry that isn’t necessarily accurate. The independent agent provides valuable advice and council that cannot be simplified down to only a 15 minute phone call. Unfortunately, the billions of dollars spent by direct and captive markets focus mainly on price instead of value. What positive impacts do you see from other young insurance professionals like yourself? Young insurance professionals bring creativity, innovation, technology and fresh eyes to our business. All of these can help position an agency for growth, e.g., using social media as a touchpoint for prospects as well as existing customers.

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YOUNG AGENTS’ CONFERENCE 2017

WHY YOU SHOULD ATTEND 1. Gain a new perspective. Our speakers will offer brand new insight and fresh ideas to help your agency rise to the top.

2. Capture energy from others. When a group of like-minded people are in the same place for the same purposamazing things happen.

3. Invest in yourself for your clients. Taking time to learn and grow means you are better equipped to serve them.

4. Reinforce what you know. You already know a lot about insurance; revisiting the familiar has huge benefits.

5. Give back. Not only do you gain energy from others, but others get the same from you. 6. Build your personal brand. Successful people are always learning. Be known for your willingness to grow.

7. Step out of your comfort zone. Spend a little over a day working on your business, rather than in it. You’ll thank us.

82%

The location of the event matters to 82 percent of potential attendees.

91%

of conference attendees say that keeping up with their profession and industry is a top reason they attend.

75%

of conference attendees reported that networking and making connections was important to them.

THE BIG “I” VIRGINIA • Fall 2017

YOUNG AGENTS’ CONFERENCE 2017

WHAT YOU WILL LEARN THE INDEPENDENT AGENCY’S SURVIVAL KIT: BRANDING, MARKETING, AND ON-BOARDING STRATEGIES THAT WILL GROW YOUR AGENCY IN A HIGHLY COMPETITIVE SPACE

Brought to you by Chris Langille, The Independent Agencies Survival Kit is all about showing agencies how to position themselves online, for success in a highly competitive space, while spending minimal time and money. Also covered will be how to on-board new clients, and condition them to be customers for life. Takeaways: Hour 1: Branding Portion — everything from visual branding, to choosing your name, and brand consistency. Hour 2: Digital Marketing Portion — how to build a solid digital footprint that helps your agency build authority and trust with prospects and clients. Hour 3: On-boarding Portion — how to handle customers after the sale has been made, and condition them to be a customer of your agency for life

GROWING YOUR INDEPENDENT AGENCY THROUGH NICHE DEVELOPMENT

Niche marketing has been somewhat of a buzz term in our industry for the last few years and for good reason. Erin Nutting will show you that when done correctly, you can experience tremendous growth in your agency and differentiate yourself from competitor agencies. This session will teach you everything you need to know to get started with creating and marketing a niche for your insurance agency. Takeaways: Hour 1: The Who, What, Why, Where, When of Creating a Niche. Hour 2: Growing Your Niche Through Strategic Marketing and Partnerships

WHO WILL TEACH YOU Chris Langille is the founder of Advisor Evolved, a web development agency focusing specifically on independent agents and advisors. Prior to launching Advisor Evolved, Chris was an independent agency owner himself for the previous 8 years, so he’s in a unique position where he speaks the language of both insurance and digital marketing. Because of his background in insurance, he understands the pain-points and unique needs of an independent agency owner as it relates to marketing, retention, and building an online brand. Erin Nutting is the owner of Integrity Insurance

Services and Arizona Wedding Insurance. She completed school at the age of 20 decided to get into the insurance business. She is a mommy to 4 and pioneered the blog “integrity in heels” about being a business owner and mom.She opened Integrity Insurance Services in November 2014 and launched her newly branded company Arizona Wedding Insurance in 2015.This niche market was the first of it’s kind throughout the country. She is best known for her ability to brand her business and use innovative new ways to grow and of course being the i. behind Integrity. Fall 2017 • THE BIG “I” VIRGINIA

CONFERENCE AGENDA

YOUNG AGENTS’ CONFERENCE 2017 Young Agents’ Conference October 11-13, 2017 Presented by:

Wednesday, October 11th, 2017 Course Title/Event 

Time

Welcome Dinner

7:00pm-9:00pm

Thursday, October 12th, 2017 Course Title/Event 

Time

Registration (with light breakfast)

8:30am-9:00am

The Independent Agent Survival Kit- Chris Langille

9:00am-12:00pm

Lunch

12:00-12:30pm

Growing Your Independent Agency Through Niche Development- Erin Nutting

12:30-2:30pm

Real Agency Talk: Implementation- Langille & Nutting

2:30-3:30pm

Tradeshow & Cornhole Tournament

3:30-5:30pm

Break (Catch up on email, etc.)

5:30-6:30pm

Annual Awards Dinner

6:30-8:30pm

Red Stapler Band

8:30-10:30pm

Friday, October 13th, 2017 Course Title/Event 

Time

Breakfast

9:00am-10:00am

IIAV Young Agents Committee Mtg.

10:00am-12:00pm

HOW YOU REGISTER 

Registration Type

On/Before 8/31

9/1 - 10/10

On Site 10/11 - 10/13

Young Insurance Professional

$125

$140

$160

IIAV Member (over age 41)

$150

$165

$185

Non IIAV Member (over age 41)

$210

$225

$245

Tradeshow Only

$10

$25

$45

Online: Visit www.iiav.com/events to register. We recommend this method as it provides you with a quick, easy way to register for the Young Agents Annual Conferemce 2017. You will receive an email confirmation of your registration. If you need to make changes to your registration please email Jennifer at jriley@iiav.com.

THE BIG “I” VIRGINIA • Fall 2017

We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-in-hand to help our agencies grow profitably.

Our agents set us apart. Business • Surety • Auto • Home

www.PennNationalInsurance.com Visit our website to find out more.

YOUNG AGENTS’ CONFERENCE 2017 OPPORTUNITIY TYPE PLATINUM $2,000

GOLD $1,500

SILVER $1,000

BRONZE $500

MEMBER EXHIBIT $150

NON-MEMBER EXHIBT $250

EXCLUSIVE BREAKFAST SPONSOR $1,000

BREAKFAST SPONSOR $400

EMAIL SPONSOR $400

EXCLUSIVE COFFEE SPONSOR $1,000

COFFEE SPONSOR $400

EXCLUSIVE LUNCH SPONSOR $2,500

LUNCH SPONSOR $1,000

LANYARD SPONSOR $1,250

RECEPTION SPONSOR $500

AWARDS DINNER SPONSOR $1,500

BAND SPONSOR $750

WIFI SPONSOR $1,500

NOTEPAD SPONSOR $1,000

*All sponsorships are available on a first-come, first-served basis.

Have an idea for a sponsorship? Contact Carter Lyons at clyons@iiav.com.

SPONSOR INFORMATION _______________________________ Organization Name

_______________________________ Sponsorship Contact Name

_______________________________ Email Address

_(_____)_______________________ Phone

_______________________________ Street Address

_______________________________ City, State, Zip

REPRESENTATIVE INFORMATION *Please list names of conference attendees (registration form to follow for each attendee) _____________________ _____________________ _____________________ ______________________ Exhibitors Only: Will your booth require an electrical outlet? Yes No

PAYMENT INFORMATION

Please indicate: Invoice

Check

Credit Card

Checks should be made payable to Independent Insurance Agents of Virginia and mailed to 8600 Mayland Drive Henrico, VA 23294, attn: Jennifer Riley Name on Card_____________________________ VISA ______________________________ Credit Card Number

MasterCard

___________ Expiration Date

American Express

___________ CVC Code

Discover

___________ Total Amount Due

Address_____________________________________________________________________ *I hereby agree to become a sponsor of the 2017 Young Agents Conference. I understand that by signing this agreement, the above total must be paid in full to IIAV by October 6, 2017 to receive recognition as a sponsor. _________________________________________ Authorized Signature

______________ Date

For more information you can call the IIAV office at 804-747-9300 or email Carter Lyons at clyons@iiav.com. This form can be submitted by email to jriley@iiav.com, by mail to the attention of Jennifer Riley at IIAV, 8600 Mayland Dr. Henrico, VA 23294, or by fax to the attention of Jennifer Riley at 804-747-6557. 34

THE BIG “I” VIRGINIA • Fall 2017

YOUNG AGENTS’ CONFERENCE 2017

SPONSORSHIP PACKAGE OPPORTUNITIES PLATINUM----------$2,000 • Listing with logo at event, on web, and in all event promos • One complimentary exhibit booth • Two complimentary registrations • Full page ad in program • Plus, one complimentary guest agent registration • Opportunity to introduce one speaker at event • Featured Email Promo GOLD----------$1,500 • Listing with name at event, on web, and in all event promos • One complimentary exhibit booth • One complimentary registration • 1/2 page ad in program • Featured Social Media Push SILVER----------$1,000 • Listing with name at event, on web, and in all event promos • 1/4 page ad in program BRONZE----------$500 • Listing with name at event, on web, and in all event promos

NON-PACKAGE OPPORTUNITIES BREAKFAST SPONSOR----------(3) $400 OR (1) $1,000 • Available for Thursday and Friday • Listing with logo on buffet tables • Listing on website & in event promos • Social media push with photos during breakfast COFFEE SPONSOR----------(3) $400 OR (1) $1,000 • Listing with logo at coffee station • Listing on website & in event promos • Social media push with photos during breakfast LUNCH SPONSOR----------(3) $1,000 OR (1) $2,500 • Listing with logo on buffet tables • Listing with logo on meal tables • Verbal recognition • Listing on website & in event promos • Social media push with photos during lunch AWARDS DINNER SPONSOR----------(3) $1,500 • Listing with logo on meal tables • Verbal recognition • Listing on website & in event promos • Social media push with photos during dinner EXHIBIT BOOTH---(Member) $150 (Non-Member) $250 • Booth at tradeshow • Two attendees can be at booth • Listing on website & in all event promos

RECEPTION SPONSOR----------(3) $500 • Listing with logo on cocktail tables • Listing on website & in all event promos • Social media push with photos during reception BAND SPONSOR----------(2) $750 • Listing with logo on stage • Listing on website & in event promos • Verbal recognition LANYARD SPONSOR----------(1) $1,250 • Lanyard featuring logo for attendees • Listing on website & in all event promos WIFI SPONSOR----------(1) $1,500 • Listing with logo on buffet tables • Listing on website & in all event promos • Verbal recognition NOTEPAD SPONSOR----------(1) $1,000 • Logo at session seat as attendees take notes • Listing on website & in event promos EMAIL SPONSOR------------(2) $400 • Logo on top banner of 3 of the 6 emails to promote event • Listing on website & in event promos

*Sponsorships available on a first-come, first-served basis. Fall 2017 • THE BIG “I” VIRGINIA

THE TOP RULES OF THE MOST SUCCESSFUL AGENTS

By John Chapin

What follows is a list of most important rules followed by the top 1% of agents. Burn these Info your brain by reading them every morning when you first wake up and right before you go to bed for the next 30 days. After that read them once a week.

RULE 1: My most produce.

important

result

RULE 11:

I show up early, leave late, and work nights and weekends.

I am self-motivated. I know WHY I do what I do. I am also self-disciplined so that when motivation wanes, I still do what I need to do even though I may not feel like it.

RULE 2:

RULE 7:

My most important activity is to talk to as many potential prospects as possible.

I persevere and persist. I refuse to quit until I win.

This is my main focus every day and I don’t let anything distract me from this most important task.

RULE 8:

RULE 3: I am in the people business first and foremost. I build solid, long-term relationships.

I am thick-skinned and don’t take things personally.

RULE 9: I always smile no matter what gets thrown at me.

RULE 4:

RULE 10:

I am a team player and play well with others.

am extremely responsive and answer client prospect communications as quickly as possible. I also answer calls and e-mails at night and on the weekends.

RULE 5: I have a great attitude, am selfdisciplined, and am the hardest worker in the workplace. 36

RULE 6:

THE BIG “I” VIRGINIA • Fall 2017

RULE 12: I push myself harder than anyone else can possibly push me.

RULE 13: I am always learning and getting better professionally and personally. I read books, listen to COs, watch DVDs and videos, follow industry publications, go to workshops and seminars, and invest in learning.

RULE 14: I take 100% responsibility for my failure and success. I am my greatest enemy or ally. The only one in my way is me.

RULE 15: I understand there are no excuses. Someone has had it worse and overcame it.

RULE 16: I face my fears and push out of my comfort zone. I make the tough calls and do something that scares me every day.

RULE 17: I know my numbers and my daily activity. I know what I have to do every day to hit my weekly, monthly, and annual goals.

RULE 18: I listen 70 to 80% of the time. When I do talk it is usually to ask good questions.

RULE 19: I am great at finding problems and never propose a solution until I know the problem(s).

RULE 20: I always do what’s best for the client and put their needs first.

RULE 21: I realize that the first sale is to myself. I believe my company and my product are the best.

RULE 22: I dress well and am neatly groomed. I realize that a good handshake, polished shoes, speaking professionally and intelligently, and having a clean, crisp image are essential.

RULE 23: I understand that my quality of life comes down to who I associate with and what I put in my brain. I put

positive thoughts and ideas in my head and only hang out with positive people. I stay away from negatives and negative people. I also only listen to top salespeople and business people.

RULE 24: I jump right to the next call after I make a sale and don’t take a break because I know there is power in momentum.

RULE 25: I am scr’1pted and know exactly what to say in each and every prospect and client situation.

RULE 26: I am over prepared for any and all sales situations.

RULE 27: I role play and practice constantly with others and myself.

RULE 28: I make one more call and do one more thing before knocking off for the day.

RULE 29: I delegate as many non-sales tasks as I can.

RULE 30: I time block my schedule and do my best to only work on one thing at a time.

RULE 32: I do what I say I’ll do when I say I’ll do it and I always go above and beyond and do more than the client expects.

RULE 33: I do my job and hold myself accountable to the highest professional and ethical standards. I am a person of integrity and character. I am always professional, respectful, and honest.

RULE 34: I focus on agreeing with people as much as possible.

RULE 35: I know I will have difficult days but refuse to complain or quit.

RULE 36: I understand that most worthwhile undertakings usually take far more effort than estimated. I am prepared to do whatever amount of work is necessary to make my dreams come true. John Chapin is a sales and motivational speaker and trainer. For his free newsletter, or if you would like him to speak at your next event, go to: www. vompleteselling.com John has over 29 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia.

RULE 31: I out-work, out-relationship, and out-sell the competition. I am more committed. I take better care of our clients than the competition because I care more.

Fall 2017 • THE BIG “I” VIRGINIA

Agency Risk Management Essentials: Is your website doing more harm than good? Your agency’s website is your “business card” to the world. Well managed, it can be the cornerstone of your operational and marketing strategy. If not, it can and will be used to strengthen a claimant’s E&O case against you. The Swiss Re Corporate Solutions claims team has seen an increasingly emerging issue stemming from this evolving part of your business. Seemingly harmless content on your website, emphasizing competitive advantages or certain expertise, can very quickly and unintentionally increase the agency’s standard of care resulting in a higher duty than normally required. That can be detrimental to your defense in a claim situation. To help mitigate the risk of an increased standard of care, we consulted risk management professionals with expertise in this area. Their suggestions are shown below. We hope you find these useful in creating and reviewing your agency website’s content.

D D

Do clearly specify in which states the agency is licensed.

Don’t say the agency does things or provides services it does not do or provide.

Clearly state the lines of coverage the agency writes (or does not write). For example: not all P&C agencies handle benefits lines.

Don’t say that you can ensure that any claim will be fully covered.

Do clearly state that misstatements or omissions of relevant information by the client can lead to price variation or even declination or rescission of coverage.

Don’t use terms such as “expert”, “specialists”, “best price”, “most comprehensive”, “fully covered”, or “partner”.

Do clearly state that information requested to provide a quote or work on coverage will not be shared with carriers or with any other entity without the applicant’s permission.

Avoid terms promising absolutes such as “immediate response time”, “ALL lines of insurance”, “all risk”, “24/7”, “all carriers”, “addressing ALL of your coverage needs”, “constantly reviewing”.

Be clear: requesting coverage does not guarantee coverage can be provided. Coverage can begin only with specific statement by a licensed member of the agency staff.

Don’t include client testimonials that show the clients’ names and identifying information without being sure the testimonial is specific to their experience thus avoiding an increase in your standard of care. Be sure to have their express written permission, along with a procedure to remove their testimonial if they are no longer a customer.

Do clearly state by including a disclaimer that none of the information provided in the website is a guarantee that insurance will be provided or that the agency is obligated to procure insurance for the website visitor.

Don’t launch a website without carefully reviewing the language, with an E&O risk management eye. Template agency websites or advertising firms simply may not have E&O on their radar. Involve your legal counsel in reviewing the language.

Do obtain express written consent from your carrier(s) or any other entity(s) if you use their name or logo on your website.

Don’t have a quote mechanism (form-fill or Rater) and then fail to respond in a timely manner.

Do use a Privacy Statement on your website and be sure to encrypt any pages that collect Personal Identifying Information, such as an online quote form.

Don’t use open text boxes for customers to type messages to you unless adequately encrypted. You have no control over the information entered in the text box. If a breach occurs during transmission of that message, your agency may be held liable for the release of Personal Identifying Information.

REMEMBER: Risk Management starts before the sale 38

THE BIG “I” VIRGINIA • Fall 2017

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(609) 375-2203 Fall 2017 • THE BIG “I” VIRGINIA

FOR CONDUCTING AN EFFECTIVE JOB INTERVIEW

By Claudia St. John, President – Affinity HR Group Inc.

uch has been written about how ineffectual job interviews can be for employers who are looking to hire. Critics often point to the lack of forethought that goes into the questions, as well as too much focus on the candidate’s physical appearance and too much reliance on the interviewer’s “gut feeling” about a candidate. We agree. When poorly constructed and conducted, traditional job interviews can certainly be ineffective for employers and can end up contributing to the wrong person being hired. That said, when constructed correctly, job interviews can be a critical tool in selecting the absolutely right candidate for your job. Here are the five most important tips for conducting an effective interview: 1. PREPARE IN ADVANCE It is absolutely essential that, long before you are faceto-face with a candidate, you have a clear vision for what the job requires and what skills, abilities and behaviors are needed for the role. Outline clearly those factors and craft the interview questions that will be most effective in assessing whether your candidate is right for the position. Make sure you know exactly what information and feedback

THE BIG “I” VIRGINIA • Fall 2017

you need to get out of an interview before ever going into one. 2. STRUCTURE YOUR PANEL INTERVIEW We strongly recommend that all job interviews be conducted by a team of at least three interviewers. Panel interviews are critical because all panelists are able to witness the candidate’s responses to questions asked. And when one interviewer is asking questions, the others can observe the candidate’s body language, tone and, of course, response. And if each interviewer knows his or her role and has the questions prepared in advance, each will be able to be much more present during the interview. Finally, each interviewer should have a specific area of inquiry and set of questions and should ask the same questions of each candidate so that all facets of the job are covered and the panel can truly compare candidates based on their having answered the same questions. And make sure everyone is well-aware of the questions that are prohibited by law to ask during a job interview. If you’re unsure, google “Prohibited Interview Questions.” 3. USE BEHAVIORAL INTERVIEW QUESTIONS Research shows that the most effective way to structure a question is to ask it in the form of a past experience. For

example, start each question with, “Tell me about a time when you had to….” or “Describe for me a situation when you had to…” As in most things, the best predictor of how someone will act in the future is how they acted in the past. And try to avoid questions that can be answered with a “yes” or “no.” 4.REMEMBER THE “RULE OF THIRDS” As recruiters, we always recommend that our clients follow the “Rule of Thirds,” which states that one-third of your hiring decision should be based on the experience and demonstrable skills that the candidate brings to the table, one-third should be based on how the candidate presented himself or herself during the interview process, and one-third should come from the results of a behavioral assessment test. We strongly recommend behavioral testing of all candidates because most employees fail in their jobs not because of aptitude, but rather because of their attitude. Testing gives you additional objective data with which to assess your candidate. 5. DECIDING ON YOUR CANDIDATE As your panel of interviewers reviews and debriefs their thoughts of the candidates interviewed, be mindful to stick to job-related considerations. Did the candidate answer the questions sufficiently? Was the candidate clear and articulate and present himself or herself well? Avoid areas of bias

that can sway the hiring decision, such as the candidate’s interests, hobbies, network of friends, cultural background or other non-job related issues. Be sure to check with the candidate’s references and to ask behavioral questions of the references, specifically if there are any areas of concern or lingering doubts that you have about the candidate. And, most importantly, even if you are pressed for time or are anxious to fill the position, do not hire a candidate unless you are absolutely certain that he or she will be a great hire. If, after the interview process, you are stuck choosing among a pool of mediocre candidates, start over. If you’re in doubt, it’s almost always best to move on, Job interviews are tricky. They are the part of the hiring process where there is the most legal risk (again, review those “prohibited interview questions”), and where you are the most likely to wander off track into areas that will not aid you in making an effective hiring decision. With a solid interview process and a well-prepared panel of interviewers, you will be certain to be better able to identify and hire the candidate best suited for your job. Claudia St. John is president of Affinity HR Group, Inc., IIAV’s affiliated human resources partner. Affinity HR Group specializes in providing human resources assistance to associations such as IIAV and their member companies. To learn more, visit www. affinityhrgroup.com/IIAV.

Fall 2017 • THE BIG “I” VIRGINIA

Partner Program

2017

A Special Thank You to all Our Partner Participants for 2017 as of 4/7/17

president club

independent club

THE BIG “I” VIRGINIA • Fall 2017

There when it matters most to agents.

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Southern understands that being able to deliver competitive, money-saving rates is only part of the value your clients look for in an insurance provider.

Clients also want to know their insurance company will be there if there’s an accident. And because our claims service reflects your clients’ view of your agency, Southern Insurance Company of Virginia makes sure we deliver claims service that is responsive and fair, helping your clients get back to normal. Outstanding claims service, another way Southern is “There When It Matters Most” for independent insurance agencies. To learn more visit www.donegalgroup.com or call 800-468-1127. Judge Parker: ext. 2112 • Keith Captain: ext. 2104

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PROCEDURES MANUAL

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After years of trying to write a manual for your office, you can now buy a complete manual and with very little time and effort customize it to fit your agency using basic word processing skills. Whether processing a non-premium endorsement, or the most complex reporting form policy, the easy to follow workflow make the process simple. Provided on USB Drive for ease of editing, this manual is ideal for training new employees, reinforcing procedures to existing employees, and to meet the requirements of the “Rules of Evidence”.

THIS COMPLETE MANUAL INCLUDES: General Agency Procedures Automation Policy Binding Procedures Mail Handling Procedures Claims Processing Procedures E&O Risk Management Procedures E&S/Residual Marketing Procedures Telephone & Fax Procedures E-Mail & Internet Procedures Personal Lines Work Flow & Procedures Quotation Procedures New Business Procedures Renewal Procedures Endorsement Procedures Cancellation Procedures

Job Descriptions Agency Manager Producer Marketing Manager Customer Service Representative CSR Assistant/Processor Commercial Lines Work Flow & Procedures Lead Development Quotation Procedures New Business Procedures Renewal Procedures Endorsement Procedures Cancellation Procedures

THE BIG “I” VIRGINIA • Fall 2017

GET STARTED TODAY!!! TMG IS ALSO AVAILABLE TO HELP YOUR AGENCY WITH CUSTOMIZATION. CALL OR EMAIL FOR A QUOTE. (800) 630-2884 INFO@MOBERGGROUP.COM

ORDER ONLINE AT WWW.IIAV.COM 44

Employee Benefits Procedures Prospecting Quotation Procedures New Business Procedures Renewal Procedures Individual Life & Health Procedures

OCTOBER 25, 2017

Unbelievable Fun with Pollution Exclusion 8:30AM-1:30PM LOCATION: IIAV8600 MAYLAND DR. HENRICO, VA 23294 4 P&C CE Credits Members | $49 Non-Members | $69

Educational Objectives • Understand the underlying risk and insurance issues relating to pollution, mold, bacteria exclusions. • Understand how to manage common forms of contamination risks. • Develop an efficient working protocol to address these newly uninsured loss exposures. • Prevent insurance agent /broker professional errors and omissions losses. Fall 2017 • THE BIG “I” VIRGINIA

Featured Continuing Education Classes For full list of classes, dates, and locations, please visit www.iiav.com/education. • E&O Risk Management: Meeting the Challenge of Change, Part 1 & 2 | $105/$135 o Location: Webinar o Event Time: 9/20/2017-9/21/2017; 9 a.m. – Noon o CE Units: 6 OGI

o Event Time: 10/17/2017; 9 a.m. – 4 p.m. o License(s): ACSR o CE Units: 6 P&C

• AAI 82C: Specialized Insurance and Bonds | $175/$225 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 9/21/2017; 8:30 a.m. – 5 p.m. o CE Units: 8 P&C

• Commercial Lines Week - ACSR Mod 8: Commercial Auto Insurance | $105/$105 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/18/2017; 9 a.m. – 4 p.m. o License(s): ACSR o CE Units: 6 P&C

• AAI 83A: Principles of Agency Management | $175/$225 o Location: 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/11/2017; 8:30 a.m. – 5 p.m. o CE Units: 8 OGI • CRIS: Property Insurance for Contractors | $150/$195 o Location: 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/12/2017; 8:30 a.m. – 5 p.m. o CE Units: 8 P&C • Unbelievable Fun with Pollution Exclusion | $49/$69 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/25/2017; 8:30 a.m. – 1:30 p.m. o CE Units: 4 P&C • CRIS: Workers Compensation for Contractors | $150/$195 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 11/2/2017; 8:30 a.m. 5 p.m. o CE Units: 8 P&C COMMERCIAL LINES WEEK- ALL CLASSES OFFERED AT MEMBER PRICING MONDAY • Commercial Lines Week - ACSR Mod 6: Commercial Property Insurance | $105/$105 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/16/2017; 9 a.m. – 4 p.m. o License(s): ACSR o CE Units: 6 P&C TUESDAY • Commercial Lines Week - ACSR Mod 7: Commercial Liability Insurance | $105/$105 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 46

THE BIG “I” VIRGINIA • Fall 2017

WEDNESDAY

THURSDAY • Commercial Lines Week - The Sharing Economy: Opportunity or Threat? | $15/$15 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/19/2017; 3 p.m. – 4 p.m. o License(s): Ethics o CE Units: 1 Ethics • Commercial Lines Week - Flood Insurance Basics – FEMA Approved | $45/$45 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/19/2017; 9 p.m.– Noon o License(s): Flood o CE Units: 3 L&R • Commercial Lines Week - It’s Just Politics: Making Sense of the 2017 General Assembly | $30/$30 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/19/2017; 1 p.m. – 3 p.m o License(s): Ethics o CE Units: 2 Ethics FRIDAY • Commercial Lines Week - ACSR Mod 9: Commercial Lines Coverages | $105/$105 o Location: IIAV - 8600 Mayland Dr, Richmond, VA 23294 o Event Time: 10/20/2017; 9 a.m. – 4 p.m. o License(s): ACSR o CE Units: 6 P&C

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In Central & Southeast VA 910.478.3311 www.siaofva.com

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In North Central VA 423.782.2428 www.meaa4u.com

SO WHATâ&#x20AC;&#x2122;S EXCLUSIVE ABOUT OUR RELATIONSHIPS? WE ASKED OUR AGENTS THE SAME QUESTION. See what some of our agents are saying: grangeinsurance.com/introduction

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