May 2019

PROFESSIONAL AGENT May 2019

What's Inside?

FLS Conference..................... 5 What is an E&O Claim?...... 11 Managing Agents............... 12 Harness Your Professional Power............ 14 Trends in Auto Injury Claims...................16-17 How to Hire a Real Producer............................... 18 Education Section..........21-28 Managing Remote Employees............................ 34

SPOTLIGHT:

E. Stony Steinbach, CAE 1949 - 1994

Ron Von Haden, CIC 1994 - 2019

Peter Hanson, CAE 2019 -

THANK YOU!

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From the

President Matt Cranney, CIC, CRM — President, PIA of Wisconsin

A Day in DC It’s one of my favorite scenes in any movie I’ve ever seen. The movie is The Lord of the Rings: The Two Towers, and the scene is set in The Battle of Helm's Deep. Without providing a spoiler (if you haven’t seen or read the Lord of the Rings trilogy, you absolutely need to!), it's the classic battle of good vs. evil with the fate of humanity on the line. My favorite scene happens when all seems lost for the good guys, and one of the central characters, Gandalf, shows up with the cavalry and the whole direction of the battle changes. This scene, and scenes like it, happen in so many movies. It’s a critical reminder through storytelling that there is always strength in numbers and that the power of timing is critical.

As I write this article, I am reflecting on my time in Washington DC attending the National PIA Federal Legislative Summit (FLS). This trip to DC marked my fourth FLS and each year that I have been fortunate to attend the event, on the last night it has become customary for me to comment to our board members in attendance, “Well, I don’t think DC can get any crazier than this for next year’s summit!”

This statement comes from having the opportunity to be part of the hustle, energy, and climate on Capitol Hill each year. It comes from sensing the increasing polarization of our political climate.

It comes from the sense of entrenchment each side of the aisle is adopting. It comes from witnessing presidential campaigns and government shut downs. Each and every year I have been proven wrong – it can get crazier - and this year was no exception!

So what does The Battle for Helm's Deep, and the ever-changing scene on Capitol Hill have in common? I can say with certainty that my intention is not to comment on good vs. evil or liken any characters in the movie to anyone currently on Capitol Hill!

Instead, it’s a reminder that we as PIA members are not on our own from an advocacy standpoint, and that because you are a member of our association, you are a member of a group that is

constantly and consistently advocating on your behalf to help protect your way of life. Your membership in PIA means you have a voice on the issues that are important to you. Your PIA membership means that while the landscape is ever-changing, you have a strong, knowledgeable and focused team representing you each and every day in our nation's capital. Your PIA membership means you are stronger than you would be on your own.

As far as the critical nature of timing, we at the PIA believe that now is the time for each of us to be informed and active advocates and make sure our voices are heard. We can't simply rely on our national staff, or our staff here in WI. We are part of a strong, united team whose collective voice is needed now more than ever. I also want to clarify, this is not a Republican or Democrat issue. This is a pro-insurance issue, i.e. those people who understand what we do and the immense value we bring. In that spirit I want to challenge us all to take two next steps: 1. Under the heading of "Be Informed", please sign up for the new PIA National Advocacy blog at https://piaadvocacy. com/. It’s an amazing resource and one that will help keep you up-to-date with all that’s happening at the national level.

2. Under the heading of "Be Active" please visit http://www. piaw.org/index.php/membership-3/legislative to learn more about our state conduit and consider making a donation.

Every dollar goes directly to supporting those who support us.

Unlike Helm's Deep, the need to make our voices heard at the state and national level will not come to an end. The great news though, is that through your membership in PIA, there is strength in numbers! You are part of a large and winning team that's engaged and energized to continue to raise up our issues, now and in the future!

MAY 19 3

Memos from

Madison Pete Hanson, CAE — Executive Director, PIA of Wisconsin

Meet the new guy.

I’m Pete Hanson, “the new guy,” and this is my first Memos from Madison.

My first big event with PIA members was telling. The Winter Get-Away in Minocqua took place at the end of January and it was 27 degrees below zero. I would not have blamed anyone for not making a 3-4 hour drive to the North Woods in those conditions, so I was truly impressed when more than 100 people showed up. They not only showed up, they participated in the entire conference and had a lot of fun. PIA members are clearly a hearty and committed bunch. Their participation spoke volumes and confirmed, for me, that I was in the right place.

I am truly excited to be part of PIA of Wisconsin and I’m honored to be the third Executive Director in its 70-year history.

I have been blown away by the warm welcome I have received, since my family and I moved back to Wisconsin for the position at PIA. Thank you for all the kind words and hospitality!

When this position was posted, we were living in Anchorage, Alaska, where I was the CEO of a trade association in the hospitality industry. After some exciting adventures that included mountain trails, bears and earthquakes – plus two long, dark winters in Alaska – my family was starting to think of moving back to the “Lower 48.” We never imagined, however, that we would land back in our home town of Madison, Wisconsin.

Growing up in the Madison area, I worked a spectrum of jobs – from farm hand to bartender – before I graduated from the University of Wisconsin-Madison and began working in politics. I worked on political campaigns, as a legislative aide in the state Capitol and then as a lobbyist for the Wisconsin Restaurant Association. It was there I discovered that

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representing business owners in a trade association was my calling. The job combined people, politics and a mission that resonated with me: supporting and promoting the businesses that create jobs and drive our economy.

As an independent agent, you’re an important part of growing our economy. You make sure businesses are properly insured, so that those jobs are not lost if disaster strikes. You make sure that homes can be rebuilt, so that home losses are only temporary.

On top of helping to protect other sectors of the economy, you’re creating jobs, too. Last year, independent insurance agencies showed organic growth of 6.1 percent. Personal lines grew 3.9 percent and employee group benefits grew by 7.3 percent. These are the highest growth numbers since 2014, according to Reagan Consulting’s Organic Growth and Profitability Survey. The same survey predicts even higher growth in 2019, of 7.0 percent.

Despite increasing competition from direct-writers and captive agents, PIA members continue to grow, create jobs and protect their neighbors from financial disaster. PIA of Wisconsin is here to help you do what you do. My goal is to keep your association strong and increase the value, services and clout that it provides to independent agencies.

I look forward to meeting as many PIA members as I can in 2019 and learning more about your individual businesses.

Please feel free to call me anytime with suggestions, complaints or requests (800-261-7429). Better yet, come and meet me in person at our 70th Annual Convention at Chula Vista Resort (August 7-8). I hope to see you there!

SUCCESSFUL PIA FLS CONFERENCE – PIA members from across the nation converged on Washington, D.C. during the first week of April for the 2019 PIA Federal Legislative Summit. Your colleagues headed to Capitol Hill to visit the offices of our Representatives and Senators to advocate on issues of critical importance to independent agents.

We advocated to prevent cuts to agent commissions in flood insurance and crop insurance; to repeal the Federal Insurance Office; to stand up for employersponsored healthcare and repeal the Cadillac Tax in the ACA. We met personally with Reps. Glenn Grothman (R-Campbellsport), Bryan Steil (R- Janesville), Sean Duffy (R-Hayward), Mark Pocan (D-Madison) and Mike Gallagher (R-Green Bay), and we met with key policy staff members in five more offices.

THANK YOU to every PIA Member that made the trek to our Capitol to advocate on the behalf of all independent insurance agents.

TOO BUSY TO PARTICIPATE? You can still make your voice heard by sending a message to your Congressman and Senators on the same issues.

Congressional offices tally up the messages they receive as a way of understanding what is important to their constituents. Visit the PIA National Advocacy Center (https://piaadvocacy.com) where you will find action alerts set up for several issues important to PIA members. Take a moment to set yourself apart from most Americans by contacting your Representative and Senators today!

Due to our strong fundraising efforts for the PIA of Wisconsin leaders met with Rep. PIA-PAC, our delegation was presented with Glenn Grothman (R-Campbellsport). the Chairman’s Challenge Award by PIA National.

(Front row, L-R: Tom Budzisz, Ryan Butzke. Back row, L-R: Sean Paterson, Julie Ulset, Jodi Cordes, Dennis Kuhnke, Matt Cranney, Michael Keener, Sandy Hardrath, Dan Wolfgram, Ron Von Haden, Pete Hanson). (photo credit: Rob Cannon).

Rep. Mark Pocan (D-Madison) met with our delegation in his office. (photo credit: Rob Cannon).

A beautiful day on Capitol Hill with the cherry blossoms in full bloom.

PIAW members meet with Rep. Mike Gallagher (R-Green Bay).

We had a great discussion with Rep. Sean Duffy (R-Hayward).

We discussed agent issues with Wisconsin’s newest congressman, Rep. Bryan Steil (R-Janesville).

MAY 19 5

From the

Boardroom Julie Ulset, CPIA, Treasurer, PIA of Wisconsin

What Happens in Washington D.C., Doesn’t Stay in Washington D.C. Looking back a few years, I remember going to my first PIA Federal Legislative Summit (FLS) in Washington D.C. I was uninformed on what goes on in the world of lobbying, but it was fascinating to get a look inside the halls of Congress. I just completed my third FLS conference, where a dozen of us from PIA of Wisconsin joined PIA members from across the nation to fight the good fight on issues that affect our industry and our consumers.

The PIA National lobbying team put on an FLS Issues Briefing and Workshop to teach all of us about the issues we would lobby on the next day. They gave us legislative issue papers and main talking points to help prepare us for our legislative meetings on Capitol Hill. They had other educational sessions for us too, including a session on new technologies for agencies and a “vendor speed dating” event that featured different companies giving a brief explanation of their products and answering our questions.

Wednesday was an early rising day, with breakfast and then we were off to Capitol Hill. We met with our U.S. representatives, senators and their staffers who handle insurance issues. This is the most interesting part of the trip for me. I learn new things about our issues and about the

legislative process every time I am there. I was pleasantly surprised at some of the responses we had from them on the issues we are facing. It was a positive experience and I believe our messages on Flood Insurance, Crop Insurance, and Health Insurance were heard. We gave the lawmakers a better understanding of complex issues that we have first-hand experience with, but they don’t.

See https://piaadvocacy.com/grassroots/action for up-to-date information on our federal issues. You can also “take action” there by sending messages to the lawmakers who represent you.

On Thursday, most of us flew home after enjoying a few sites in Washington D.C. and the beautiful weather again this year.

The cherry blossoms are in bloom this time of year and are a must-see! I hope you will consider making this trip to help educate Congress on our issues, next year: March 30 - April 1, 2020. If you’re interested, call the PIAW office and talk to our new Executive Director, Pete Hanson, at (608) 274-8188.

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6 MAY 19

OCI Administrative

Actions Mark V. Afable - Commissioner of the Office of Insurance

Madison, WI—OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci.

OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this toll-free telephone number: 1-800-236-8517.

Allegations and Actions Against Agents Latoya Anderson, 2909 N. 44th St., Milwaukee, WI 53210, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Kevin P. Blaney, W2155 Mallard Ln., Kaukauna, WI 54130, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Natesha A. Davis, 550 S. Main St., Apt. 2, Janesville, WI 53545, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Ginger M. Erickson, 8323 10th Pl., Somers, WI 53171, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Marcus D. Flowers, 5150 Torino Ct., Middleton, WI 53562, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

James J. Glanzer, N1153 County Rd. W, Antigo, WI 54409, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Timothy J. Hund, S2810 State Rd. 35, Fountain City, WI 54629, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Nakisha M. Johnson, 1307 S. Thompson Dr., Madison, WI 53716, had her application for a federal crime waiver denied.

This action was taken based on allegations of having a felony criminal conviction that prohibits conducting insurance business.

Nakisha M. Johnson, 1307 S. Thompson Dr., Madison, WI 53716, had her application for an insurance license denied.

This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct; having unpaid civil money judgments 8 MAY 19

and a public assistance lien; being involved in a lawsuit or arbitration involving allegations of fraud, misrepresentation, misappropriation or breach of fiduciary duty; and having a federal crime waiver application denied.

Van E. Johnson, Jr., 7900 W. Denver Ave., Milwaukee, WI 53223, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Jolene Kaczmarek, 208 S. 4th St., Unit 1, Delavan, WI 53115, agreed to the permanent surrender of her insurance license and agreed to pay a forfeiture of $10,000.00 prior to submitting any reinstatement application. These actions were taken based on allegations of failing to report replacement annuity transactions and making misrepresentations in the solicitation and sales of insurance products.

William R. Kaczmarek, 208 S. 4th St., Unit 1, Delavan, WI 53115, agreed to the permanent surrender of his insurance license and agreed to pay a forfeiture of $10,000.00 prior to submitting any reinstatement application. These actions were taken based on allegations of failing to report replacement annuity transactions and making misrepresentations in the solicitation and sales of insurance products.

Leya D. Kirchstein, 506 E. Bluff, Madison, WI 53704, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Chris R. Kubiak, 9454 W. Goodrich Ave., Milwaukee, WI 53224, agreed to the revocation of his insurance license and agreed to pay consumer restitution of $98,066.22. These actions were taken based on allegations of engaging in prohibited financial transactions with customers and conducting unsuitable annuity product transactions.

Daniel L. Parks, 616 Ransom St., Ripon, WI 54971, agreed to pay a forfeiture of $2,000.00 and agreed to the permanent

revocation of his insurance license. These actions were taken based on failing to timely report and disclose information to OCI and having his Wisconsin law license suspended for professional misconduct.

Marc A. Perna, 2075 Meadowsweet Dr., Green Bay, WI 54313, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Benjamin R. Pfiffner, 5815 Old Coach Rd., Wausau, WI 54401, agreed to the 90-day suspension of his insurance license and agreed to pay a $2,500.00 forfeiture. These actions were taken based on allegations of conducting unsuitable annuity product transactions.

Amber M. Ponticelli, 3707 N. 87th St., Milwaukee, WI 53222, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Adam J. Rasmussen, 7571 Treasure St., Navarre, FL 32566, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Danielle M. Samp, 381 Elm St., Menasha, WI 54952, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Brian C. Snead, N1230 Tombeau Rd., Genoa City, WI 53128, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Donna M. Walton, 311 N. Casaloma Dr., Unit 7352, Appleton, WI 54912, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Gary R. Wilnau, 40W222 Lafox Rd., Ste M2, St. Charles, IL 60175, agreed to pay a $2,500.00 forfeiture. This action was taken based on allegations of falsely attesting that he provided all disclosures to a consumer and witnessed the consumer signatures on annuity applications.

Brian A. Wondrash, 6733 CW Smith Rd., Three Lakes, WI 54562, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Eugene D. Zangari, 5 Paddock Ct., Etters, PA 17319, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by the states of Florida and Pennsylvania, and providing incomplete and misleading information on a licensing application.

Li Zhang, 5714 Longford Ter., Fitchburg, WI 53711, had her application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct; failing to apply for and obtain a federal crime waiver; failing to disclose a business bankruptcy proceeding on a licensing application; failing to disclose alias names and employment history on a licensing application; and having unpaid civil money judgments and restitution orders.

[Continued on page 13 ]

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What Exactly is an E&O Claim?

by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates, Inc. and Consultant to the Utica National E&O Program This may sound like a basic question, but don’t think for a second that everyone in your agency knows exactly what an E&O claim is. In many instances, some of the agency’s less experienced staff may not have had the benefit of someone educating them on this important issue.

Face it, there is a good chance that virtually everyone in the agency has made a mistake in their insurance career. The mistakes can vary from not providing the coverage your client requested to providing your client with totally incorrect information on how a certain coverage would respond, in the event of a claim. While perfection may be your goal, with the pace that agency staff must perform, reaching that goal is probably easier said than done.

So, should every “mistake” be considered an E&O claim? No. There is a common analogy that for a mistake to develop into an E&O claim, the “planets need to align.” Therefore, when the client asks for collision on their vehicle, and you discover that you only provided comprehensive, that by itself would not be an E&O claim. You simply would have the policy endorsed to include collision coverage. But when the client suffers a loss because of the error you committed, these are the situations that have the potential to become an E&O claim. The bottom line is your mistake caused the client to suffer an uninsured loss.

There is also the possibility that the client suffers an uninsured (or not fully insured) loss, yet the agency technically did not make a mistake. For example, the client puts an addition on their house that would increase the value of the home, but they fail to advise you, as their agent, of this exposure change. The home sustains a loss, but the settlement is less than what the client believes is correct. The client could bring a suit against the agency alleging an error. So, as is commonly known in the insurance world, “you don’t have to do anything wrong to be sued.”

Every E&O policy defines what a claim is. Typically, it is defined as, “a written demand or written notice, including service of a subpoena, suit or demand for arbitration, received by one or more insureds which alleges a wrongful act or asks for money or services.”

A very significant issue here is that since “you don’t have to do anything wrong to get sued,” the agency must be diligent in not admitting any degree of liability. Even if the agency technically did make a mistake, it is still critical that the agency not make an admission of guilt. If the agency were to do so, there are potentially some very serious implications. E&O policies typically include language in the conditions section of the policy that state, “no insured will, except at that insured’s own cost, voluntarily make a payment, assume any obligation or incur any expense without our (the E&O carrier) consent.” This section dealing with the admission of liability has the potential to result in the E&O carrier denying the claim and consequently leaving your agency fully responsible for the legal costs and damages. This is not an issue you want to face. It is highly suggested that agency management mention and continuously reinforce the importance of not admitting liability.

Basically, this is because E&O policies are based on the premise of “legal liability.” In other words, just because the agency made a mistake and the client suffers a loss does not automatically make the agency legally liable. There are a host of defenses that the agency could raise that could minimize or even eliminate any agency liability. In addition, clients have a standard of care they are expected to honor. One of the more prevalent ones involves the client’s duty to read their policy. If the client would have seen they didn’t have any collision but did not contact the agency, this could change the direction of a potential E&O claim.

Educating the staff on “what exactly is an E&O claim” would be a positive step in the right direction.

The material contained in this article is for informational purposes only and is not for purposes of providing legal advice.You should contact your attorney to obtain advice with respect to any particular issue or problem.

5-R-1281 Ed. 3-18

MAY 19 11

The Biggest Mistakes Made Managing Agents

By: John Chapin

There are five primary mistakes when it comes to managing agents. Almost every organization makes one or two of these, but most make more, many make all five. Each mistake you eliminate will add about 20% in additional revenues to the bottom line. That said, if you have and clean up all five, it could lead to an exponential revenue increase of 200% or more.

The Biggest Sales Management Mistakes

the right environment.

Mistake #1: Having the wrong person This is usually a hiring mistake, though it could be someone who has become complacent over the years and is no longer doing their job. If it’s the latter, there is still hope but it will require relighting the fire they once had. Talk to them about this and see if you can help them find their passion once again. If not, you may have to move them somewhere else or out altogether.

Mistake #2: A lack of accountability This means ensuring people are doing the job you’re paying them to do. Once you’ve set rules and expectations in the in the hiring stage, you’ve got to stick to these standards no matter what. If you see someone showing up late, leaving early, or doing anything else that negatively affects the work environment, it needs to be addressed and cleaned up immediately. There should be a series of rewards for the right activities and penalties for the wrong ones. Even after you’ve hired people, you need to continue to test and check up on them.

If it’s the former, you need to change your hiring process.

While a whole book could be written on this, here are the most important pieces. One: hire attitude and work ethic. These are the most important character traits of any employee and they can not be trained. They either come to you with these or they don’t.

While I have ways to flesh these out during the hiring process, many times you won’t know what you’re getting until they show up five minutes late day one and don’t seem real excited about work. That’s why it’s extremely important to, Two: set rules and expectations up front. For producers, “You’re expected to be in the office at 7:30 a.m. M-F and work most nights and weekends for the first three years in the business.” That’s an example, and one small piece. One other rule I have for commercial-lines producers is: “If you are in the office between 10 a.m. and 3 p.m.

M-F it’s a $20 fine.” Some other guidelines I follow are: only hire employed people, only hire in your industry if recruited, have a hiring process, do an online and background check, look for open and transparent people, shake up the standard testing process, set goals and standards in writing, have an employment agreement, establish rules of the workplace, know their WHY, test them before you hire them, hire slowly, fire quickly, give them the tools, resources, and training to do their job, and provide 12 MAY 19

Mistake #3: A lack of training & supervision The biggest issue here is a lack of sales training. There should be heavy emphasis on sales skills. Most companies put way too much emphasis on technical skills and product knowledge versus sales skills. While these are important, sales skills will trump technical skills all day when it comes to winning sales.

Here are some other points on this item. Micromanage rookies and make sure they are doing the right activities the right way and that they are learning what they need to learn. You can be handsoff with your veterans as long as they are doing lots of good, clean business. Have a training schedule for all training: sales, product, and otherwise and cover this along with expectations and time commitments before you hire them. Assign a competent mentor to new producers.

Mistake #4: No sales system and/or no sales process Most organizations have a bunch of agents running around all using different sales systems and processes. While each

individual agent is different and will approach sales situations in a slightly different manner, they should all have a wellthought-out track to run on and specific sales system to follow.

The process should also be relatively similar. The sales process should cover everything from getting to the decision maker all the way through building long-term client relationships. Your system should consist of: a playbook, a binder with all scripts, a Concept Book, and a way to track and follow up with clients and prospects.

Mistake #5: Producers doing lots of things other than producer activities.

I purposely send e-mails to the agents I coach between 10 a.m. and 3 p.m. Monday through Friday. It amazes me how many times I get an instant response, and not from their cell phone.

These are the prime hours during which agents should be on the road doing their most important activities: prospecting, presenting, and closing. Yet, many are in the office doing paperwork, and other things that can be done at any time night

or day. You need to set rules similar to my “10-3” Rule. There also needs to be a clear separation of sales and service with roles and responsibilities spelled out for each person in each group. Producers should also have a plan which includes annual, monthly, and weekly goals, along with daily activity. You may also want to put your people through a good time management course to make sure they are following the 80/20 Rule and other key productivity principles.

ABOUT THE AUTHOR: John Chapin is a motivational sales speaker and trainer. For his free newsletter, or to have him speak at your next event, go to: www.completeselling.com John has over 31 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. You can reprint provided you keep contact information in place. E-mail: johnchapin@completeselling.com.

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[Continued from page 9 - OCI Administrative Actions ]

Allegations and Actions Against Companies None to report.

MAY 19 13

Harness Your Professional Power

Be a Victor not a Victim Have you ever found yourself making statements like these…?

By: Jennifer Powers

“I’m miserable at work because my boss is a jerk.”

“I’d work harder if they paid me more.”

“I’d get more work done if my co-workers weren’t always interrupting me.” ”I would get more sales if I had better leads.”

“If the economy were better I wouldn’t be in this financial mess.”

Surely you have. You’re human.

Want to hold onto it? Good choice.

But the truth is, when you make statements like these you are blaming other people, things, and circumstances for your reality being the way it is. You are holding everyone and everything else responsible for YOUR outcomes, feelings, actions, reactions, and choices. And when you do that you’re acting like…wait for it…a victim. Ouch.

If that wasn’t ugly enough, when you choose to play the victim you’re literally GIVING YOUR POWER AWAY to the person or thing you hold responsible for your state of affairs. They don’t even ask for it. You just GIVE. IT. AWAY. Your power is far too valuable to give it away. And hopefully, it goes without saying that if you’re freely giving away your power like that, you’ll find you have less and less on hand to help you reach your professional goals. Oh, and with less power, your performance will suffer too.

But you know this, right?

In order to choose the victor role and hold onto your power, you must be willing to take some responsibility for things. After all, some responsibility must be yours. It’s YOUR reality we’re talking about here. See, once you realize that you own a chunk of the responsibility in any situation, you can then own your power and begin to realize the control you have over the situation. So when you’re ready to be a victor, here are the three areas you’ll want to focus on:

So, here’s something…You’re no victim. YOU are not a victim.

Nope. Not you. You’re not a victim … unless of course you choose to be.

That’s right. In every moment of every day you can choose to either play the victim or the victor. In other words, you get to choose to give your power away or hold onto it. Bam.

14 MAY 19

FEELINGS Victims hold other people and things responsible for the way they feel. They relish in the opportunity to blame their misery/sadness/ anger/etc. on others. This keeps them small and powerless. For example, Steve, a long-time bank employee, does this whenever he blames his boss for his frustrations at work. He says if his boss weren’t so demanding, he would be happier at work.

For Steve to step into the victor role, he would have to take full responsibility and ownership for the way he feels. Sure, his boss may be demanding, and he can’t control that. But he can control how he chooses to feel about his boss and his job. Steve could begin to take his power back by asking himself, “How do I deserve to feel?”

ACTIONS/REACTIONS Victims make no connection between their actions/reactions and their reality. On the flip side, victors understand how their actions/ reactions play a part in their reality.

Karen, a department manager, chooses to play the victim when she gets frustrated that her employees never come to her when there’s a problem. She says that she is always “in the dark.” This frustration obviously keeps her from performing her best. To step into the victor role, Karen could try to identify the connection between her actions/reactions and her employees’ reluctance to come to her when there’s trouble. Karen could ask herself, “What might I have said or done to make my staff feel uncomfortable coming to me?”

POWER OF CHOICE Victims believe and act as if they have no choice. Back to Steve.

Again, he plays the victim when he says he is “stuck with this job” that makes him so miserable. Steve is obviously forgetting that he is a whole and resourceful being with this awesome super power to choose. The difference here is that victors recognize and exercise their power of choice. They don’t feel stuck. They know that they always have at least two choices. So for Steve to step out of the victim role, he could ask himself, “What choices do I have?” It’s not until Steve recognizes and exercises his power of choice that he can take his power back and have more control over his reality.

So, all of this begs the question, who or what do you tend to blame for your reality, feelings, actions or reactions? What choices are you not recognizing? Not making?

By holding everyone and everything else responsible for your life being the way it is, you are holding yourself back from reaching your full potential. You’re staying small.

And you are not small.

Stop acting like you are.

Take your power back and watch what happens. Watch yourself bloom, grow, and thrive. Watch yourself be your best self. You deserve that. You are a victor and a very powerful one at that.

Choose it. Own it. Be it.

ABOUT THE AUTHOR: Jennifer Powers, MCC is an international speaker, executive coach, author of the best-selling book “Oh, shift!,” and host of the fun and binge-worthy “Oh, shift!” podcast. Since founding her speaking practice, Jennifer has worked with hundreds of professionals and delivered powerful keynote addresses to over 250,000 people around the globe. For more information on bringing Jennifer Powers to your next event, please visit www.ohshift.com.

WHO YOU GONNA CALL WHEN THEY SLIP AND FALL? BUSINESS INSURANCE THAT’S DESIGNED TO BE WORRY FREE A company is a business owner’s pride and joy. Help maximize coverage and protect it with business insurance from the Worry Free company — IMT Insurance.

Learn how you can represent IMT Insurance at imtins.com/contact.

AUTO | HOME | BUSINESS

MAY 19 15

New Study Finds That Auto Injury Claim Severity Pushes Insurance Costs Higher MALVERN, Pa., February 18, 2019—Despite today’s safer cars and roads, a rise in the severity of auto injury claims is increasing costs for insurers and creating upward pressure on the cost of coverage for consumers, according to a new study from the Insurance Research Council (IRC). However, claim frequency trends remain unclear, as enhanced safety features, increased driving, and other factors combine to produce relatively small net changes.

The report, Trends in Auto Injury Claims, 2019 Edition, documents both countrywide and state auto injury claim trends using private passenger auto insurance claim data from national and state-level statistical reporting agencies. From 2008 through 2017, the average insurer payment per insured vehicle (loss costs) countrywide grew 31 percent for bodily injury (BI) claims and 26 percent for personal injury protection (PIP) no-fault claims. On an annualized basis, BI and PIP loss costs grew 3.1 and 2.6 percent per year, respectively. During the same period, inflation averaged under 2 percent.

From 2008 through 2017, of the countrywide BI claim frequency fluctuated between 0.80 and 0.83 paid claims per 100 insured vehicles. Countrywide PIP claim frequency fell slightly, from 1.31 to 1.27 claims per 100 insured vehicles. Some states experienced significant increases in claim frequency, including Florida and Georgia, where BI claim frequency increased 33 percent and 24 percent, respectively. Florida also experienced a significant increase in PIP claim frequency (10 percent) from 2008 through 2017.

Virtually all of the countrywide growth in BI and PIP loss costs was due to rapid increases in the average cost of paid claims.

Fromcost 2008 through and cost PIP growth claim severity increased Documenting the specific drivers in the2017, statesBI where is greatest remains 32 and 30 percent, respectively.

States that experienced significantly higher-than-average increases in BI claim severity included Georgia (63

for IRC.”

percent), Texas (61 percent), Louisiana (50 percent), and New York (48 percent). States with higher-than-9046

average increases in PIP claim severity from 2008 through 2017 included Michigan (60 percent) and New York

mail at Corum@TheInstitutes.org. To obtain a copy of the study, visit IRC’s website at www.Insurance-

(46 percent).

.

“The continuing increase ### in auto injury claim severity is preventing consumers from realizing the full financial benefits of enhanced vehicle and road safety,” said Elizabeth Sprinkel, senior vice president of the IRC. “We also The Insurance Research Council is a division why of theclaim American Institute For Chartered Property Casualtyto need to better understand frequency in some states continues

vehicle and road safety.insurance Documenting specific cost drivers the states management and property-casualty industry.the Institute knowledge solutionsin include the

increase despite improvements in where cost growth is greatest remains

a top priority IRC.” grams;for online courses; research; custom solutions; assessment tools; and For more

. The volved in public policy issues affecting insurance companies and their detailed information on the study’s methodology and findings, -casualty insurance contact

David Corum at (484) 831-9046

or by email at Corum@TheInstitutes.org. To obtain a copy of the study, visit IRC’s website at www.InsuranceResearch.org.

Auto Injury Insurance Claims Countrywide Change in Claim Frequency, Severity, and Loss Costs 2008–2017 Bodily Injury (BI) Liability

Personal Injury Protection (PIP)

32%

30%

31%

-1%

-3% Frequency

16 MAY 19

Severity

Loss Costs

26%

The Insurance Research Council is a division of the American Institute For Chartered Property Casualty Underwriters (The Institutes). The Institutes are the leader in delivering proven knowledge solutions that drive powerful business results for the risk management and property-casualty insurance industry.

Institute knowledge solutions include the CPCU designation program; associate designation programs in areas such as claims, risk management, underwriting, and reinsurance; introductory and foundation programs; online courses; research; custom solutions; assessment tools; and continuing education (CE) courses for licensed insurance professionals and adjusters through its CEU.com business unit. The IRC provides timely and reliable research to all parties involved in public policy issues affecting insurance companies and their customers. The IRC does not lobby or advocate legislative positions. It is supported by leading property-casualty insurance organizations.

Reprinted with permission from the Insurance Research Council

Insurance Research Council

Trends in Auto Injury Claims, 2019 Edition This report documents auto injury claim trends, countrywide and by state, using private passenger auto insurance claim data from the Fast Track Monitoring System. Concepts discussed here include: • • • •

“Claim frequency” - the number of claims paid for every 100 insured vehicles “Claim severity” - the average amount paid by insurers per paid claim “Loss costs” - the average claim payment per insured vehicle “Combined injury loss costs” – the average total claim payment for all coverages combined per insured vehicle

Combined injury loss costs, all coverages combined, per insured vehicle in 2017 $500

$463

$400

$300 Countrywide $236

$200

Percent change in claim frequency, severity, and loss costs, 2008-2017, countrywide Bodily Injury Liability (BI) 32%

Personal Injury Protection (PIP)

31%

30% 26%

CO KY SC OR GA MD WA DC CT RI NV NY MI LA DE NJ FL

$0

$80

ND SD IA WY ME VT KS ID NE OH IN NH TN AR NC HW OK WI MT AL MO VA IL MN WV CA TX MS MA PA NM UT AZ AK

$100

States with highest BI & PIP loss costs in 2017 Bodily Injury Liability (BI) Louisiana

$328

Rhode Island

$267

Florida

$235

Georgia

$232

New York

$198

Personal Injury Protection (PIP) Michigan

$468

New Jersey -1% Frequency

New York

-3% Severity

Loss Costs

Florida Delaware

Insurance Research Council, 2018

$182 $166 $156 $133

www.Insurance-Research.org

MAY 19 17

HOW TO HIRE A REAL PRODUCER

By: Carletta Clyatt, SVP Sales, The Omnia Group, Inc. Is it any wonder that turnover in sales is anywhere from 20 – 35% annually? There’s rejection, inadequate training and the constant pressure to meet sales quotas; their job and paycheck are always on the line.

If you’re the manager responsible for directing and motivating a team of salespeople, this isn’t great news. You’ve got positions to fill and goals to meet.

Winning Isn’t Everything; It’s the Only Thing It’s not entirely clear who first said, “Winning isn’t everything; it’s the only thing,” but one thing’s for certain: the most successful salespeople need to win. They’re competitive, determined, and persistent, and they don’t shy away from setting ambitious goals.

At the same time, these driven individuals possess enough charm and emotional intelligence to persuade potential customers that they hold the key to solving the prospects’ problems, and (most important) they’re able to close the deal. What’s more, they aren’t content to rest on their laurels and are always on the lookout for that next big sale.

Now here’s the money question: When you’re hiring, how can you tell the difference between this brand of salesperson and the kind who just talks a good game but won’t deliver? You know, the kind who’ll run through the draw then cut bait—and that’s if you don’t fire him first?

Some agencies have gotten burned so many times, they’ve taken to requesting copies of W-2s and tax forms, because they’re convinced the only way to distinguish real from fake salespeople is to see, in black and white, who’s making the bucks.

That’s one way to separate the real deal from the pretenders, but better hiring practices work, too.

Here Are Four Steps to Hiring a True Producer Step #1. Scour the resume. Great salespeople can come from industries other than sales and someone from sales can still be lousy at it. So, whatever the applicant’s background, scour the resume for action-oriented words that demonstrate he or she is a can-do person geared toward achieving tangible results.

Step #2. Dig deep in the interview. Fake salespeople get hired every day, because they’re experts at interviewing. That’s why your objective is to use this time to get beyond the superficial.

18 MAY 19

Be prepared with pointed questions designed to establish what the applicant has done and how she’s done it. Be that rare interviewer who asks clarifying questions instead of accepting what you hear without further probing. Probing allows you to uncover what other, less attentive interviewers might miss. It’s a good way to nab a fabulous hire who, perhaps, isn’t the slickest interviewee, as well as dodge that unsuitable hire who can talk the talk but can’t walk the walk.

Step #3. Check those references. Getting a previous employer to provide a useful reference is hard because companies are leery of saying anything that could result in legal action, and even when an employee wasn’t the best, most managers don’t want to be responsible for blocking someone from getting a new job.

Still, checking references is basic due diligence. Besides confirming hire and termination dates and job title, verify job responsibilities and scope out any red flags in work habits or worth ethics.

Here’s a tip. Employers can’t get into trouble for responding to specific questions with facts, so the more specific your questions, the better your chances of getting valuable answers. For example, instead of asking whether an employee was reliable, ask whether the employee has ever been disciplined for poor attendance or lateness.

Step #4. Use a behavioral assessment. An assessment tool like Omnia's Selection Report can provide data about the applicant’s traits and preferences that a resume, interview, or references can’t, thereby leading to a more informed and successful hiring decision.

Hiring a producer who can hit the ground running even while learning your products and services is no small feat. Give yourself every advantage by following the steps outlined here.

ABOUT THE AUTHOR: Carletta Clyatt, SVP Sales, The Omnia Group, Inc. www.

OmniaGroup.com Carletta Clyatt, a popular seminar speaker, is the SVP at The Omnia Group. She offers clients advice on how to manage more effectively and gain insight into employee strengths, weaknesses and behaviors. For more information about employee behavioral assessments, call Carletta at 813-280-3026 or email: Carletta@omniagroup.com To learn about PIA’s partnership with Omnia—and how you can get a FREE Omnia profile—visit: pianet.com/omnia

2019 Supporting Members – Thank You! PLATINUM

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Every sale has a beginning and end. And AAA can help your independent agency with both.

Add AAA to your product mix and grow your bottom line selling quality insurance through AAA and the extensive benefits of AAA Membership – an unbeatable combination of security and savings.

If you’re ready to grow, we’re here to help with the products and support that can help you earn more. n Quality insurance with competitive rates n Powerful brand recognition n Sales manager support n Product training n Extensive marketing co-op program

Learn more today.

Call Leo Plese at 630-328-7076 or e-mail me at lmplese@aaachicago.com MAY 19 19

Now PIA members can sell the same great PIA cyber insurance coverage that many have already purchased for their own agency.

PIA’s cyber insurance is the first cyber insurance program tailor-made for small and medium-sized businesses. The PIA enhanced cyber insurance policy covers both first- and third-party loss for the most common cyber risks such as social engineering, funds transfer fraud, ransomware, network interruption, data breach, network security, and media liability. In addition to the seven coverage parts, PIA members’ clients are provided with special PIA enhancements and reduced rates compared to ABAIS’s standard program for social engineering coverage.

PIA members who sell the PIA cyber insurance receive 12.5% in sales commission.

Getting started is easy. Start protecting your clients today.

Need more information? Contact Heidi at hhodel@piaw.org or (800) 261-7429 20 MAY 19

Nominate & Win!

Nominate the next Outstanding CSR of the Year® and win a $1000 cash award!*

Nominate your best customer services representatives or account managers to compete for the Outstanding CSR of the Year® award. The competition is open to any insurance customer service representatives, account managers or candidates primarily responsible for customer service. Candidates interested in participating in the competition may also nominate themselves.

How does the competition work?

Nominees compete at state level to become one of five finalists. The winner is announced in June.

What does the nominator win?

*Individuals who nominate the national winner receive a $1000 cash award.

State Winners

Nominee Information

Please print or type. Do not fill out if you are nominating yourself.

Name: Designations (if any): Years of Experience: Position: Agency/Company: Address: City, State, Zip: Email: Phone:

National Recognition

Fax:

Advancement to National Competition

Nominators Information

Framed Certificate Finalists $500 Cash Award National Recognition Gold and Garnet Pin

Please print or type

I am nominating myself

Keep nomination anonymous.

Name: Address: City, State, Zip: Email: Phone: Fax:

Return this form to:

National Award Winner $2000 Cash Award National Recognition Gold and Diamond Pin

PIA of Wisconsin, Inc. 6401 Odana Road Madison, WI 53719 Ph: 608-274-8188 • Fax: 608-274-8195 Email: bsteinbach@piaw.org

The Outstanding CSR of the Year® Award is sponsored by The National Alliance for Insurance Education & Research

MAY 19 21

education

2019 OUTSTANDING CSR of the YEAR AWARD

education

STAND OUT! Set yourself apart with the CPIA designation.

The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. These three, one-day workshops teach practical "before", "during", and "after" sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one.

Participants leave with ideas that will produce increased sales results immediately. In fact, they are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded!

The CPIA designation is maintained with a bi-annual attendance at one CPIA course or membership in the AIMS Society..

The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits. Utica approved.

While it is not required, it is recommended courses are taken in order.

CPIA 1 - Position for Success

CPIA 2 - Implement for Success

CPIA 3 - Sustain Success

During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans.

Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.

During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.

This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

WI CE Course # 65338

WI CE Course # 65340

WI CE Course # 65339

Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee per Seminar: Includes Seminar Materials State CE & Light Break Items  PIAW Member $172.00  Non Member $207.00  REGISTER at PIAW.ORG Becky Lathrop, CIC, CPIA VP Optimum Performance Solutions, LLC Lake Worth, FL

CPIA 1 – July 9, 2019

CPIA 2 – July 10, 2019

CPIA 3 – July 11, 2019

All courses conducted at West Bend Mutual Insurance Company in West Bend, Wisconsin.

22 MAY 19

education

Certified Insurance Service Representative

Open to Anyone!

COMMERCIAL PROPERTY 7 WI CE Credits. Course # 69332 • • • • •

Fundamentals of Commercial Property Insurance Building and Personal Property Coverage Form Causes of Loss Forms Basics of Time Element Insurance Basics of Commercial Inland Marine Insurance

June 6 – Madison Patti Gardner, CIC, CRM, CPCU

COMMERCIAL CASUALTY I 7 WI CE Credits. Course # 69334 • • • • •

Essentials of Legal Liability CGL Introduction Commercial General Liability Coverage Parts CGL Other Provisions Additional Insureds

June 11 – Rothschild John Dismukes, CIC, CPCU, AAI, AIS

COMMERCIAL CASUALTY II 7 WI CE Credits. Course # 69338 This course, like Commercial Casualty I, strengthens your ability to have productive, assured interactions with your commercial customers in the area of commercial casualty exposures and coverages. You will improve your understanding in each of these areas: • • •

Business Auto Exposures and Coverages Workers Compensation & Employers Liability Commercial Umbrella and Excess Liability

June 26 – Green Bay June 27 – Tomah

Tom Franzen, CIC, ARM, ARM-P

CLASS SCHEDULE Instruction 8:00 a.m. – 3:45 p.m.

Group Lunch 12:00 p.m. – 12:45 p.m.

Optional Exam 4:15 p.m. – 5:15 p.m.

$170 Per Course Includes Lunch

Register at www.piaw.org or call 800-261-7429 MAY 19 23

education

NEW! Certified Insurance Counselor Institutes 16 Hours LIFE & HEALTH

COMMERCIAL PROPERTY June 12-14, 2019 Holiday Inn Wausau – Rothschild, WI

August 20-22, 2019 Conducted at West Bend Mutual Insurance Company – West Bend

OPEN to ANYONE! Sleeping Rooms at Hampton Inn 262-438-1500 or online at piaw.org $102 PIA room rate through 7/19/19 Approved for 16 WI CE

715-355-1111 or online at piaw.org $109 PIA room rate through 5/13/19 Approved for 16 WI CE •

COMMERCIAL PROPERTY COVERAGE FORMS & ENDORSEMENTS Duane DiPirro, CIC, CPCU, AU

•

COMMERCIAL PROPERTY CAUSES OF LOSS & ENDORSEMENTS John Dismukes, Jr., CIC, CPCU, AAI, AIS

•

TIME ELEMENT COVERAGES & ENDORSEMENTS Jacklyn Reindl, CIC, CPIA, CPIW

NEW WI CE COURSE # 6000039207

•

LIFE AND ANNUITY POLICIES

•

BUSINESS LIFE CONCEPTS David Grunke, CHC, RHU

•

HEALTH INSURANCE AND EMPLOYEE BENEFITS CONCEPTS Dr. Victor Puleo, CIC, CFP

NEW WI CE COURSE # 6000033932

Day One 8:00 – 5:15 / Day Two 8:00 – 5:00 / Day Three Optional Exam 8:00 – 10:00

$415.00 per Institute Register at PIAW.org or call 800-261-7429

WHY CIC?

Sharpen your skills with a CIC designation.

Become the expert your clients, agency, and career depend on.

Impact Credibility Respect

Register at www.piaw.org or call 1-800-261-7429

WHERE EXPERTS BECOME EXPERTS

24 MAY 19

Like so many people in our industry, I “fell into” an insurance career in 2005 after being offered a job at a local independent agency.

As a recent college graduate I just needed a job and it seemed like a stable industry, but at the time I had no clue I had just kicked off an incredible journey that would lead to a wonderful and rewarding career.

Early on I worked as a personal lines agent, working to meet a monthly sales quota and servicing mine and others’ accounts.

Later, I moved into a full-time customer service role and eventually made the jump from personal to commercial insurance. Eventually, I moved into a training role and have been able to see how the industry and my agency operate from a unique vantage point. I’m now tasked with helping uncover ways our service team can provide the best possible experience for our customers. By streamlining and automating our internal processes, we can free up more capacity for our talented team members to provide the highest level of consultation to our insureds.

choice exams make it easy to accomplish for those with little or no experience. The CIC program also continues to deliver a high quality program with a high return for our industry. After 6 years as a CIC, I still learn new things every time I complete my update – whether that’s through repeating an institute or taking the highly rated Ruble seminars, and colleagues who have been in the industry twice as long as I have say the same.

I am committed to lifelong learning, and although I am no longer on the front lines in a sales or service position, I still find these designations are helpful in my day to day work and I believe they’re translatable to many roles in the insurance industry.

Lindsey R. Hamielec, CIC, CISR Client Services Manager - Operational Impact M3 Insurance Madison, WI 608-288-2862 / lindsey.hamielec@m3ins.com

As I have been fortunate to work for employers that are deeply committed to education, I was able to complete my CISR and CIC designations along the way. I am often asked about the various designation programs that exist for Property & Casualty insurance professionals, and for those newer to the industry I always recommend CISR. This program is a great introduction to reading and understanding policy forms and its one day format with multiple

E D U C A T I ON T E S T I MONI AL "The CIC class last week was one of the best classes I have ever attended. Great, great, great information.

However, I think I just created another 6 months of additional work for myself. LOL" Save the Date - March 21, 2019

Perian M. Heffner, CIC Personal Lines Manager/Agent Coverra Insurance Services

CIC RUBLE SEMINARS

Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) October 29 & 30 / Graduate Ruble / Radisson - Green Bay, WI January 29 & 30 / Graduate Ruble / Crowne Plaza - Milwaukee, WI Visit www.piaw.org or call PIA at 1-800-261-7429 MAY 19 25

education

Education Committee Spotlight

education

NEW PIAW Webinars!

Legendary Bill Wilson has developed a four-part series consisting of four 3-hour CE webinars using content from his recent smash-hit book: “When Words Collide: Resolving Insurance Coverage and Claims Disputes.”

William C. Wilson, Jr., CPCU, ARM, AIM, AAM

These stand-alone courses can be taken in any order. Attend as group and be ready at claim time! The webinars will also feature book giveaways.

The value of this content cannot be overstated. Insurance companies have bought and distributed copies of his book to their entire claims departments and law firms have done the same for their respective teams.

There is, quite frankly, no one in this industry responsible for more claims dispute resolution in favor of insureds than Bill Wilson.

• • • •

Part One: Policy Interpretation Basics April 3, June 19 Part Two: Legal & Contractual Principles April 25, June 24 Part Three: Insurance Policy Interpretation May 20, July 17 Part Four: Finding Resolution May 28, July 30

Visit the Education tab at piaw.org. Contact Brenda Steinbach at bsteinbach@piaw.org or 800-261-7429 for the group process.

On-Line Insurance Pre-licensing Education

Exam FX

www.piaw.org

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training 26 MAY 19

education

New Topics! Each Approved for 3 WI CE Credits. Live. No Test. No Proctor.

Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo and registration.

Several approved for Utica credit. Ethics is offered each month.

Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

May 2019 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Insuring Condominium and Homeowner’s Associations 3 WI CE # 6000043618

5/8

12-3p

Kym Martell, CRM, CIC, CRIS, AAI

Homeowner’s Policy Coverage Concerns for the Modern Family 3 WI CE # 6000039288

5/14

12-3p

Nicole Broch, CIC, CISR, PLCS

Funding Long-Term Care: Be Rich, Be Poor, Be Insured 3 WI CE # 6000043648

5/15

8-11a

Jerry Rhinehart, CIC, CLU, ChFC, RHU

A Walk Around the Farm-Farm Liability Considerations 3 WI CE # 6000022370

5/15

12-3p

Sam Bennett, CIC, AFIS, CRIS, CPIA

When Words Collide: Insurance Policy Interpretation Part Three 3 WI CE # 6000043635

5/20

12-3p

Bill Wilson

Contractors, Contractors, Contractors 3 WI CE # 6000023797

5/22

12-3p

Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS

Catastrophe: The Coverage Expertise You’ll Need When it Matters Most 3 WI CE # 6000027158

5/23

8-11a

Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS

On Ethics: Data, Dilemmas, and Knuckleheads 3 WI Ethics CE # 6000018541 Utica Approved

5/23

12-3p

Kevin Amrhein, CIC

When Words Collide: Finding Resolution Part Four 3 WI CE # 6000043659

5/28

12-3p

Bill Wilson

Hope I Die Before I Get Old Cause This Government Stuff Gonna Knock Me Cold!

Mastering Medicare & Social Security 3 WI CE # 6000022417

5/29

12-3p

Chris Amrhein, CIC

Bonding: Or How Our Insured Went Bankrupt 3 WI CE # 6000023798

5/30

1-4p

Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW

Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org

MAY 19 27

education

For an upcoming schedule and to register, visit the Education tab at www.piaw.org or call 1-800-261-7429.

UTICA

Gives You the Credit You Deserve!

The following PIAW education classes are approved for the Utica premium credit.

• Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org Please contact Heidi Hodel, CIC, Member Benefits Coordinator hhodel@piaw.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program.

28 MAY 19

“We feel Keystone’s services will help us differentiate ourselves from our competition.

These tools, along with a few other recent initiatives we’ve taken, have us very confident for our future growth!”

Tony Schiegg Green Bay Insurance President

Keystone is proud to welcome Green Bay Insurance Center to the Keystone family! They are in the midst of implementing a strategic plan to position their agency for rapid growth, and the timing of their alignment with Keystone could not be more perfect.

Partnering your agency with Keystone provides you the tools that help improve and sustain your success.

In the face of an ever-changing industry, agents need unified stability and strength.

Because independence works better together.

CONTACT FOR MORE INFORMATION: Elizabeth Schenk 888.892.5905 | eschenk@keystoneinsgrp.com ©2017 Keystone Insurers Group ® All rights reserved. This does not constitute an offer to sell a franchise in any state in which the Keystone Insurers Group franchise is not registered.

National Flood Insurance Program

In or Out of the High-Risk Flood Area, Everyone Needs Flood Insurance In the wake of Hurricane Harvey in 2017, nearly half of all flood insurance claims were for properties located outside high-risk flood zones-for properties that, on flood maps, are shown to be at low -to -moderate floodrisk.

Did you know?... ✓ Floods are the nation's most common and costly natural disaster and cause millions of dollars in damage every year. ✓ Homeowners and renters insurance does not typically cover flood damage. ✓ Floods can happen anywhere--more than 20 percent of flood claims come from properties outside the high risk flood zone. Check out The Big Cost of Flooding, at www.fema.gov/media-library/assets/documents/132744. ✓ If your property is in a low-to-moderate flood risk area, your flood insurance could be much more affordable than you might think. ✓ Flood insurance can pay regardless of whether or not there is a Presidential Disaster Declaration, at www.fema.gov/disaster-declaration-process. ✓ Most federal disaster assistance comes in the form of low-interest disaster loans from U.S. Small Business Administration (SBA) and you have to pay them back. ✓ A claim against your flood insurance policy could, and often does, provide more funds for recovery than those you could qualify for from FEMA or the U.S. Small Business Administration after a disaster declaration--and you don't have to pay it back.

No homeowner or renter can afford not to have flood insurance. Call your insurance agent and buy a policy today. If your community participates in the NFIP, you can buy flood insurance for your property. There's typically a 30-day wait period between when you purchase the policy and when it becomes effective. Discuss this and find questions to ask to ensure you get the coverage you need, at www.fema.gov/national-flood.

For more info contact Heidi at Professional Insurance Agents of Wisconsin, Inc. Direct: (608) 274-8254 / Phone: (608) 274-8188 / hhodel@piaw.org "FEMA's mission is to support our citizens and first responders lo ensure that as a nation )lie work together to build, sustain, and improve our capability to prepare for, protect against, respond to, recover from, and mitigate all hazards.” March 2018 30 MAY 19

We are pleased to recognize the critical role of our partner insurance agents and brokers in helping us achieve another remarkable year.

Thank you for your ongoing commitment to our company.

Berkshire Hathaway

GUARD

Insurance Companies

COMMERCIAL LINES | PERSONAL LINES See state availability at www.guard.com

Protect the Reputation and Assets You’ve Worked Hard to Build: Choose the Right Agents’ Errors and Omissions Program!

Utica National and Agents Service Corporation can help. More than 10,000 agencies have placed their trust in Utica National over the last 50 years because they offer:

› › › ›

Access to staff, including a claims team, who is dedicated 100% to Agents’ E&O Tailored levels of coverage based on your needs Risk management services that stay ahead of emerging issues to help you prevent claims A variety of ways to pay your premium without premium financing or interest charges

Invest a few minutes in the future security of your agency. Go to www.uticanational.com/eo to get started on an Easy Estimate, and then add and subtract coverages to get the

combination of protection and premium you need!

Contact Heidi Hodel at PIA Wisconsin by phone at 608-274-8188 or via email at hhodel@piaw.org for more information.

MAY 19 31

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-inhand to help our agencies grow profitably.

Our agents set us apart.

For information about becoming a Partners Mutual Insurance Agent please contact Brian Martin at 262.432.3439 or Mike Ottman at 262.432.3418.

32 MAY 19

RE G I S T R A T I O N I S NOW OPEN!

B R OC H U RE & REGIS TRATION INS E RTE D I N SID E! Registration also available online at www.piaw.org

“Why Can’t I Grow My Business?”

BWO = Independence AND Opportunity.

Tired of losing sales because you don’t have access to carriers? Become an independent BWO agent and you won’t be chasing the competition, you become the competition. You’ll be able to offer the best names in the business, no matter where you’re located throughout Wisconsin and the Midwest. And because we deal with the carriers, commissions, database, etc., you can focus on what you do best: Sell! With BWO, you’ll have the tools, products and support that give you greater opportunity to compete – and a partner dedicated to your success.

BWO agents enjoy… 100% ownership · Contingency participation · Generous commissions Agency perpetuation · No joining or membership fees · No non-compete

Companies we represent: Acuity, Auto-Owners Insurance, Badger Mutual, GMIC, Hanover, Integrity, Partners Mutual, Pekin, Progressive, Secura, Society, West Bend Mutual…and more.

Contact Tom Budzisz to join at 414-768-8100!



BWOInsurance.com MAY 19 33

By: Jan Makela

Managing Employees That You Can’t See Five Keys to Get the Most Out of Your Remote Staff Over 43% of the United States workforce is comprised of remote workers—and the ability to work remotely is a powerful recruiting and retention tool for many companies. In addition to those obvious benefits, the organization also enjoys lower costs by saving on office-related expenses, and a boost in productivity as employees are no longer on long commutes. People will consider part time work if they are afforded the flexibility of not having to come into the office, and as not every role in company requires a full time employee, it can prove a perfect arrangement for the employer and employee.

discuss the definition of “success” for a particular project. Be sure that you and your employee have a shared vision. Set firm goals and identify the required outcome, and establish a timeline for specific milestones. You should regularly check-in with your remote staff, monitor progress, and ensure that they are moving toward their goal in a timely fashion. If you’ve given clear direction on the required outcomes, you don’t have to make a personal judgement about whether someone is working hard. By investing time in the planning stage, it will pay off in productivity.

But to get the most out of your work-from-home employees, you need to have some firm guidelines in place. Here are five keys to implementing a work-from-home system and methods to best manage your remote employees.

2. Relationships Matter People are social creatures and need interaction to stay engaged.

Building a good relationship with your remote employees ensures that they don’t feel isolated from the team. It also sets the foundation for good management. In a shared environment, relationship-building happens around the water cooler, in hallways, and before and after meetings. Without physical proximity, new avenues for relationship-building need to be used with remote workers.

1. Set Clear Expectations Many managers worry that remote employees won’t work hard without supervision, but studies consistently show that remote employees are more productive than their office-based counterparts. When there are productivity problems, it’s most often due to unclear expectations, not slacking off. With the following strategies, you can ensure that your expectations are crystal clear.

Properly define what success looks like in the operational context of your organization. Have a frank conversation and 34 MAY 19

Use instant messaging for the types of interactions you have in the hallways with office-based staff. Ask how their day is going, send a link to a helpful article or share a joke. You’re not going to just run into your remote employees, so connections require deliberate effort. Set reminders in your calendar to make sure informal check-ins don’t get overlooked. Encourage a couple of

minutes of personal chit-chat at the beginning of calls. Ask about their weekend, family or hobbies. Follow up on their comments from previous calls.

3. Be Available Remote employees can’t stop by your desk when they need a quick answer, so it’s important that you set aside time to be available to them. Respond to messages promptly so you don’t hinder their productivity. If you can’t fully address a question right away, let them know you’re working on it. Share your calendar. Sharing your calendar allows your remote staff to see when they have the best chance of catching you between meetings. Schedule regular check in times. Your remote staff can save their non-urgent questions for your regular meeting rather than sending multiple emails or instant messages.

Another avenue is video calls, which can build rapport by allowing colleagues to visually connect. It’s more personal than a voice on the phone or text in an email. Video calls offer another advantage… callers are more engaged and less likely to be distracted by emails or social media. Many video calling programs have polling options. Add a personal touch by starting each meeting with a question. What method of communication do you prefer (email, IM, phone, video call)? What are your weekend plans? It’s also helpful to add a non-business touch, which will jump-start a personal connection—which has distinct business value.. We learn a lot about each other visually. Create a shared picture folder. Invite team members to post an image of family or activities they have been involved in.

4. Communication Communication takes extra effort when working remotely. To be effective, you must communicate clearly, often, and well. When talking with someone in person, there are many subtle cues that add to the message. Facial expressions, gestures, body language, and tone of voice all help to interpret the speaker’s meaning.

Those cues are often missing when communicating remotely. Be direct. Clearly state what you need and when you need it. This reduces the need for follow up messages to clarify the request. Be warm and personable, but not overly familiar. Without non-verbal

cues, jokes and casual comments can be easily misinterpreted.

Share your progress. When you’re not in the same office, your colleagues don’t know what you’re working on. Let them know how projects are progressing. Share your barriers. Likewise, let your colleagues know what barriers you’re encountering and what help you need to address those barriers.

5. Connection to the Organization You may find that remote employees lack the buy-in and engagement of those people was not as high as people who experienced some exposure to the home office. If your employee completely works from home, consider including them in home office training events and allow them to meet people that they may interact with but never see. You may find that relationships improve and turnover of remote works decreases. Finding ways for your people to connect is the secret sauce to having successful employees that do not come to the office.

Both the employer and the employee—part or full time—can benefit from working remotely. For the employee the advantages may be obvious but employers also benefit from less overhead, increased cash flow and access to a larger talent pool. When implementing a work-from-home arrangement, it’s imperative to follow the five guidelines to best position your employee—and the company—for success.

ABOUT THE AUTHOR: Jan Makela is an executive coach, highly-sought after speaker, and best-selling author of Cracking the Code to Success and Be the Manager People Won’t Leave, for which he received the 2017 Quilly Award. Jan has a long and successful history of working with companies to ensure quality hiring and training practices. His specialty revolves around strength-based leadership development, with a particular focus on working with senior and mid-level executives, business owners, and professionals.

For more information on Jan Makela, please visit www.

StrengthBasedLeadership.net.

MAY 19 35

Since 1878

Ellington Mutual Insurance Company

Proudly providing all of Wisconsin with prompt, personal service.

PO Box 356 • Hortonville, WI 54944 920-779-4515 • 800-953-4515

www.ellingtonmutual.com

Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella

MAY 19 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. 6401 Odana Road - Madison, WI 53719 / Phone: 608-274-8188 / Toll Free: 800-261-7429 / Fax: 608-274-8195 / Toll Free Fax: 866-203-7461 / www.piaw.org

OFFICERS Mr. Matt Cranney, CIC, CRM President M3 Insurance, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com Mr. Sean M. Paterson, CIC Vice President Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com Ms. Julie Ulset, CPIA Treasurer Grams Insurance Agency LLC 103 W Fulton St. Edgerton, WI 53534 Phone 608-884-3304 Fax 608-884-9616 julset@gramsinsurance.com Mr. Dan Wolfgram AINS, CPIA Secretary R & R Insurance Services, Inc. 1581 E. Racine Ave. Waukesha, WI 53186 Phone 262-574-7000 Fax 262-574-7080 dan.wolfgram@rrins.com

DIRECTORS Mr. Thomas Budzisz, CPIA BWO Insurance Group, LLC 7472 S. 6th St. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com

Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220 Phone 920-370-4283 Fax 920-682-7799 Sandy.Hardrath@Ansay.com

Mr. Ryan Butzke, CIC, CISR Northbrook Insurance Associates, Inc. P.O. Box 780.

Menomonee Falls, WI 53052 Phone 262-783-5533 ryanb@northbrook-ins.com

Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr Ste 105 Germantown, WI Phone 262-293-9144 Fax 262-293-9254 michael@keenersolutions.com

Ms. Jodi Cordes, CIC, CRM, CPIA Past President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E 2nd St. Merrill, WI Phone 715-536-9576 Fax 715-539-3349 jeremy.cordova@cordovaagency.com

Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 Phone 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com Mr. Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave Plymouth, WI 53073 Phone 920-893-3252 Fax 920-893-3250 mitchtarras@charter.net

STAFF Pete Hanson, CAE Executive Director phanson@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Heidi Hodel, CIC Member Benefits Coordinator hhodel@piaw.org Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org Tiffanie Yocum Administrative Assistant tyocum@piaw.org

Coming Events MAY 2019 1

CISR Personal Auto Waukesha, WI (7 WI CE)

2

CISR Personal Auto Green Bay, WI (7 WI CE)

8-9

CIC Ruble Graduate Madison, WI (16 WI CE credits - 4 of 16 are optional Ethics) (Please contact PIA for availability.)

JUNE 2019 6

CISR Commercial Property Madison, WI (7 WI CE)

11

CISR Commercial Casualty 1 Rothschild, WI (7 WI CE)

12-14

CIC Commercial Property Rothschild, WI (16 WI CE)

26

CISR Commercial Casualty 2 Green Bay, WI (7 WI CE)

27

CISR Commercial Casualty 2 Tomah, WI (7 WI CE) 38 MAY 19

JULY 2019 9

CPIA 1 – Position for Success West Bend, WI (7 WI CE)

10

CPIA 2 – Implement for Success West Bend, WI (7 WI CE)

11

CPIA 3 – Sustain Success West Bend, WI (7 WI CE)

AUGUST 2019 7

16th Annual YPC Golf Outing Wisconsin Dells, WI

7-8

70th Annual Convention Wisconsin Dells, WI (9 WI CE)

20-22

CIC Life & Health West Bend, WI (16 WI CE)

Expect big things in workers’ compensation. Most classes approved, nationwide. It pays to get a quote from Applied.® For information call (877) 234-4450 or visit auw.com/us. Follow us at bigdoghq.com.

©2019 Applied Underwriters, Inc., a Berkshire Hathaway company. Rated A+ (Superior) by A.M. Best.

Insurance plans protected U.S. Patent No. 7,908,157.

6401 Odana Road Madison, WI 53719 Change Service Requested

Professional Insurance Agents of Wisconsin, Inc. 6401 Odana Road • Madison, WI 53719 (608) 274-8188 • (800) 261-PIAW • FAX (608) 274-8195 • TOLL FREE FAX: (866) 203-7461 www.piaw.org

MEMBERSHIP APPLICATION Agency Name________________________________________________________________________________________________________________ Street Address_________________________________________________ PO Box_______________________________________________________ City, State, Zip________________________________________________ County________________________________________________________ Phone_______________________________________________________ FAX_________________________________________________________ E-mail Address________________________________________________ Website Address________________________________________________

Primary Contact Information:

The Primary Contact will receive a copy of the Wisconsin Professional Agent magazine and all mailings from PIA State and National. The Primary Contact has voting rights at PIA national meetings. Primary Contact and all agency staff have voting rights at PIA of Wisconsin meetings.

Name & Designation

DOB

Gender

Employment Status

o o

Male

o

Corporation

Female

o o

Part-time

Licensed Owner

Magazine

Privilege

INCL INCL

o

Licensed Producer

Nat’l Voting

Agency Information: Agency Type:

o Sole Owner

Top 3 P&C Companies (list in order)

o

Partnership

Other Association affiliated with________________________________

1)__________________________ 2)__________________________ 3)____________________________

Which Agency Management System are you using_________________________ E&O Carrier________________________________________ Exp. Date______________ Annual P&C Prem. Vol._______________________________

Calculate Membership Amount Due:

Part-time employees count as one-half. If count ends in half, drop half. # Owners_________+ # Producers_________+ # Licensed staff_________+ # Unlicensed staff_________= Total Agency Size___________________ DUES SCHEDULE

Total Agency Size $Amount Total Agency Size $ Amount 1 385 16 1025 2 430 17 1070 3 475 18 1110 4 520 19 1155 5 565 20 1185 6 605 21 1230 7 655 22 1270 8 695 23 1320 9 735 24 1360 10 775 25 1405 11 820 26 1445 12 865 27 1490 13 900 28 1530 14 940 29 1575

15 985 30 & Over 1610 I certify that the information on this application is true and correct.

Signed_________________________________ Dated_______________________

Total Amount from Dues Schedule $_______________ Send:

o

Check

o

MC

o

VISA

o

DIS

o

AMEX

Card No.__________________________________________________________

Exp. Date_________________________________________________________ Name as it appears on card:____________________________________________________ Billing address if different from above: __________________________________________________________________ __________________________________________________________________ Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provisions of the Internal Revenue Code as a business expense.