February 2014 Wisconsin Professional Agent

professional agent february|2014

Wh at’s Inside?

Off the Grid...........................15 New CISRs & CICs...................19 Hiring Success Rate................21 Great Start to 2014...................27 Questions about E&O............30 Great Time to be an Agent.....32 Do's & Don'ts in E&O............35 Coming Events.. .....................38

Digital Editions of PIAW Magazine Available at

www.piaw.org

Cana Island in Door County, Wisconsin

A C U I T Y

U N I V E R S I T Y

P R E S E N T S

ARE YOU READY FOR ONE?

THE FIRST IN A NEW SERIES OF CE CREDIT COURSES For All That Matters

2 JANUARY 14

W W W . A C U I T Y . C O M / U

ACUITY

From the

President Jeff Glass — President, PIA of Wisconsin

A "Must Attend" Event for Agency Information Technology Back in the fall of 1984, when I was a sophomore at UW Whitewater, I was sitting in my dorm room doing what I do best, (drinking beer) when my dorm room phone started ringing. It was my dad. He was all excited about this computer system he had just purchased for the agency and he asked me if I wanted to ride with him to this little nothing town south of Chicago called Monee Ill. I agreed to go, so the next day I went home, jumped in the family truckster and off we went. Now, you have to understand that in 1984 there were no cell phones, fax machines, internet, or Apple. The real automation boom was still years away; heck Microsoft had just started. There was a small attempt by IBM and others to bring personal computers to the market place running on a system called DOS. It was a very scary time for agency owners who wanted to attempt automating their agencies and the options were few and far between. So my tagging along with the old man was more for sport than it was believing he hit on some cutting edge agency management system.

The reason I shared this story is because back in 1984, “IT”

When we got to Monee Ill, we stopped at a truck stop and called the guy who sold us the agency system so we could get driving directions to his location ( turns out it was his personal residence). After watching this guy load one IBM AT personal computer and 3 “dumb” terminals and a box of floppy disks into the back of the car, my dad handed over a check for $14,000 to this guy. I freaked out… all the way back to Lake Geneva, I railed on my poor dad on how bad he just got ripped off. HOW WRONG I WAS.

hardware management and cloud technology all in one

It turned out that this guy my father had the foresight to purchase his agency management system from was Robert Eustace, the founder of Applied Systems, Glass Insurance Agency goes on the record as being Applied Systems 11th client and still is a client today.

was just as scary for agency owners to make the “right” decisions as it is today. A lot of agency owners (including myself) don’t have the time or energy or resources to stay current with “IT” options on a day to day basis. In today’s world, “IT” options change at a lightning pace and it’s tough for “non-IT” people to follow. The one thing I do know about my agency management system is the monthly support fees…and that makes me unhappy.

Well, PIAW has the answer for all of us in the insurance industry that may be looking for a new agency management system, comparative rater or have other “IT” issues, concerns or questions. The PIAW Automation Committee has put together an incredible information smorgasbord in a one-day format. This event is going to be a “one stop “IT” shop” for all in the insurance world. How cool is it to have the leaders in agency management systems, comparative rating programs, remote access, document management, place competing for your business?

Enclosed in this issue of the PIAW magazine, you will see the “Agency Technology Trade Show-Style Seminar” flyer giving the details of the April 9th 2014 event in Wisconsin Dells. This is going to be a red hot event for many, so I urge you to sign up a.s.a.p.

I guarantee this event will get your head out of the clouds and get you to understand the cloud…sorry couldn’t resist.

Cheers J.J. Glass

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FEBRUARY 14 3

Memos from

Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin

Government Bureaucracy ABRAHAM LINCOLN could not have known that his words “…government of the people, by the people, for the people, shall not perish from the earth” would be so profound and everlasting.

As we all know from our school days, President Lincoln used those words during his Gettysburg address, a speech that lasted just over two minutes on the afternoon of November 19, 1863 to dedicate the Soldiers National Cemetery in Gettysburg, Pennsylvania. The dedication came just four and a half months after the end of the horrific and brutal Civil War. It seems to me that we have somehow lost the meaning and purpose of that great vision. We have fallen into a mantra of “government of the politics, by the politics, for the politics” which will be followed by the words: “will surely perish from the earth”.

I believe that almost all people who run for elected office initially do so with a passion and conviction to change what they feel is a fractured, if not broken, system of government. They have a mission and a desire to return this great country to the

Once a governmental bureaucracy reaches a point where they have an attitude of omnipotence, it becomes entirely self-serving. The goal becomes politics over purpose. The factions fight to preserve themselves and their power structure. Comments to their constituents are carefully crafted and words are parsed to elicit the meaning they desire.

This year is another election year for our Governor (to serve a 4 year term), all of our State Assembly Representatives (to serve a 2 year term) and half of our State Senators (to serve a 4 year term). We will also elect our U.S. Representatives (to serve a 2 year term). The only way the people of Wisconsin or any State can return the government back to the ideals and principles of our founders is to be informed, ask pointed questions, vote and hold the elected officials accountable for their actions and the actions of the entire Congress. The elected officials who really have the interest of their constituents at heart will be very willing and excited to tell you how they intend to break the political gridlock. Those who avoid questions or give “politico speak” answers should be thrown out of office.

engrained in the system that they must conform in order to

Government of the people, by the people and for the people is the bedrock of the greatest country on earth. Make sure your elected leaders understand that you expect no less than to break the stranglehold of politics!

have any chance of making a difference. Which, of course,

AND REMEMBER…..The word Politics can be broken down

leads to more control by the political machinery and less atten-

into two parts: poly, which means many and ticks, which are blood sucking insects.

principles and fiber that made it so responsive to the wishes of the people. But once elected, politics smacks them in the face.

They soon realize that the structure and hierarchy is so firmly

tion to the will of the people? And so the spiral continues.

4 FEBRUARY 14

FEBRUARY 14 5

From the

Boardroom Trey Neher, CIC, CISR, THZ Insurance Group — Director, PIA of Wisconsin

Time to Fulfill Those 2014 Resolutions Well, 4 weeks into the new year and I'm already behind the eight ball and I'm suspecting a few of you may be as well.

So far, my goal of losing a pound a week hasn't materialized (at least I haven't gained any weight) and my eating habits remain a challenge. We do have a human nutritionist in the family but as I was told, "It doesn't happen by itself, you need to commit to change". So here I am, actually attempting to make change a reality. I have returned to working out with some regularity but it typically takes until April for that goal to loose some steam. I do have a list of resolutions I will attempt to conquer and I'm betting a few of these may be on your list as well : 1. My Father always told me that knowledge is power. Well, in our industry it's a necessity. My intent this year is to attend extra classes beyond my normal CIC obligation to make sure I'm on top of any new products and developments that may impact our business.

2. Watch what the political arena has in store for small business and insurance in 2014. A great way to support the legislators who have our industry's best interest in mind is through the PIAW Legislative Conduit.

3. A resolution that has unfortunately moved up the list is to make sure my affairs are in order. A depressing but inevitable issue to tackle. We recently lost a family member who thought they had more time and were unable to make some last minute changes. Settling someone's estate is never an easy issue but it becomes worse when you know their final wishes can't be honored.

4. OK, this resolution flows right in to #3 above. If you're younger, purchase life insurance if it fits in to your

6 FEBRUARY 14

financial plan. If you're older, time to check out longterm healthcare coverage. We're all living longer and the numbers of those needing assistance continues to escalate. Our organization has access to an easy to understand policy which just might fit the bill and also comes with a discounted premium for PIAW members.

Definitely worth checking in to.

5. Remain committed to our communities and causes. I am so proud of our industry's involvement in all of our philanthropic endeavors. Our volunteer efforts only help to improve our image.

6. Continue our work with the challenge of attracting the next generation of insurance professionals. We desperately need these young people to join both the agency and company ranks. One of the best ways to accomplish this goal is to show students at an early age all that our industry has to offer them.

7. Remember to help your clients and they will help you.

A wise man (or was it a wise woman) once told me that the best gauge of how you're doing is how many good referrals you receive. Remembering to refer business to your good clients also becomes a tremendous, value added retention tool.

8. Never forget to stop and smell the roses every once and awhile and always be good to your family & friends. We all work hard and have earned the right to relax (after everything else has been taken care of).

To all my fellow industry professionals – I hope you enjoy success and happiness in the coming year. May you accomplish all your resolutions!

FEBRUARY 14 7

OCI Administrative

Actions Ted Nickel — 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

Steven Q. Adamson, 111 W. Colleen Ct., Gardner, KS 66030, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines insurance licensure.

Louise Bates, 3302 N. 47th St., Milwaukee, WI 53216, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct and having unpaid civil money judgments.

A Ja R. Beasley, 1308 Willow Ave., Apt. A306, Elkins Park, PA 19027, had his insurance license revoked and was ordered to pay a forfeiture of $500.00. These actions were taken based on allegations of failing to timely report an administrative action taken by the state of Montana and failing to respond promptly to inquiries from OCI. Mary L. Bryant, 1370 S. Babcock St., Melbourne, FL 32901, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, owing delinquent child support, and failing to submit a written request to withdraw an insurance licensing application.

Yolanda R. Cain, 6052 W. Darnel Ave., Milwaukee, WI 53223, agreed to a 60-day denial of her licensing application and agreed to a one-year period of restricted licensure with certain supervision and reporting requirements. These actions were taken based on allegations of failing to disclose administrative actions taken by the state of Wisconsin on a licensing application and having unpaid civil money judgments.

Ryan David Carlson, 1289 129th Ln. N.W., Minneapolis, MN 55448, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines insurance licensure.

MaryEdna Haney Coffman, 2705 Frankfort Ave., Apt. 306, Louisville, KY 40206, had her application for an insurance license denied. This action was taken based on allegations of having a criminal charge that may be substantially related to insurance marketing type conduct and failing to respond promptly to inquiries from OCI. Paul D. Crane, 108 Maple Dr., Satellite Beach, FL 32937, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to disclose an administrative action taken by the state of Illinois on a licensing application.

Gregory Leon Crum, 1000 118th Ave. N., Saint Petersburg, FL 33716, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to disclose an administrative action taken by the state of Pennsylvania on a licensing application.

James Curvier, 7339 Arbeth Pl., San Antonio, TX 78250, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and owing delinquent child support. [continued on page 10]

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humor

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Last night I lay in bed looking up at the stars in the sky and I thought to myself, where the heck is the ceiling?

—Unknown

FEBRUARY 14 9

OCI Administrative Actions [continued from page 8] Sadie L. Daniels, 651 Airline Rd., Plover, WI 54467, agreed to a 60-day denial of her licensing application and agreed to a one-year period of restricted licensure with certain supervision and reporting requirements. These actions were taken based on allegations of failing to disclose criminal convictions on a licensing application and having a criminal conviction that may be substantially related to insurance marketing type conduct.

Aaron Frank DuPont, 3111 Sandgate Ct., Weston, WI 54476, agreed to the revocation of his insurance license and agreed to pay a forfeiture of $14,000.00. These actions were taken based on allegations of utilizing the services of an unlicensed and disciplined insurance intermediary and making false representations to insurance companies and consumers.

Marcus B. Ewing, 17548 Greenbay Ave., Lansing, IL 60438, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide evidence of resident surplus lines insurance licensure.

Jeremiah J. Hamlette, 3054 15th St., Monroe, WI 53566, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Yvette Vernice Holmes, P.O. Box 115364, Atlanta, GA 30310, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide the information required for life settlement broker licensure.

Eric Hume, 1458 N. Lawnwood Cir., Unit 27C, Fort Pierce, FL 34950, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and owing delinquent child support.

Brady R. Husby, 1414 Douglas St., Menomonie, WI 54751, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Joseph M. Milbauer, 49 Spring Floral Dr., New Providence, NJ 07974, had his application for an insurance license denied.

This action was taken based on allegations of failing to disclose administrative actions taken by the state of Wisconsin on a licensing application and failing to respond promptly to inquiries from OCI. Mark Sebastian Mitchell, 1370 S. Babcock St., Melbourne, FL 32901, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Florida on a licensing application, failing to respond promptly to inquiries from OCI, and owing delinquent child support.

Steven Mixon, 227 S. Maple Ave., Green Bay, WI 54303, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to complete prelicensing education before taking an examination.

Shawn P. Nett, 3826 Stonebridge Dr., Madison, WI 53719, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, failing to submit to the required background check, and having expired examination scores.

Brandon Nicol, P.O. Box 1509, Jacksonville, OR 97530, had his application for an insurance license denied. This action was taken based on allegations of failing to report an administrative action taken by the state of Georgia on an original licensing application and having administrative actions taken by the states of Georgia and Oregon.

Sapan Shah, 783 Delta Ave., Apt. 8, Cincinnati, OH 45226, agreed to the denial of his application for an insurance license for 60 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Wisconsin on a licensing application and failing to respond promptly to inquiries from OCI.

John James Jacobs, 80290 Via Tesoro, La Quinta, CA 92067, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely pay licensing fees and failing to respond promptly to inquiries from OCI.

Michael P. Sirianni, 2911 Malak Cir., Wausau, WI 54403, agreed to the revocation of his insurance license, agreed to pay consumer restitution, agreed to a $100,000.00 forfeiture, and agreed not to reapply for insurance licensure for at least four years. These actions were taken based on allegations of making unsuitable annuity sales, making misrepresentations to consumers and insurance companies, and selling insurance without appointment authority.

Robert F. LaLonde, 1069 Buchholz Dr., Wooster, OH 44691, agreed to the denial of his application for an insurance license for 60 days and agreed to sell only certain insurance products with a specified company for a period of 12 months.

These actions were taken based on allegations of having an administrative action taken by FINRA.

Ryan J. Woods, 533 W. Caine St., Whitewater, WI 53190, agreed to the 60-day denial of his licensing application and agreed to a one-year period of restricted licensure with certain supervision and reporting requirements. These actions were taken based on allegations of having a criminal conviction and unpaid civil money judgments.

10 FEBRUARY 14

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Y o u w ill s e ll b e y o n d s u r v iv al .

14 FEBRUARY 14

Five

Steps for "OFF the GRID" Sales Success

by Lance Cooper

Many entrepreneurs and high-activity salespeople get stuck in survival mode. They don’t organize activities to establish a better, more stable way of living. They end up doing sales activities to provide for survival needs, such as mortgage payments, food and minimum debt payments. This earns them a high-tension, on-the-edge financial existence. Salespeople automatically default to activity levels that keep them eating, sleeping, communicating and traveling. As a result, they make subsistence, not ambitious lifestyle goals, their organizing focus. Today’s matrix, or on-the-grid norm, then turns into selling to survive and not to prosper.

O

Other high-activity sales reps focus on the goals set by their sales managers. Sales quotas and resulting incomes typically reflect the company’s minimum requirements, and not each rep’s present or future needs. Reps do their duty, and though this is a commendable character trait in many settings, it obscures the future reality of their own sales and income goals and causes a lack of fiscal stewardship. Many sales reps get a high-five for their faithful service only to borrow money to pay for a new roof.

Even those with higher aspirations may work without aligning income, sales, activity levels and lifestyle requirements. In some cases, top salespeople pay little attention to where their money goes, and they don’t work on a plan for a better lifestyle or future. They chase more money, more recognition, or faster advancement without anticipating what lies around the bend of the next accomplishment. Their list of achievements grows, but their quality of life suffers with more debt, higher credit card payments, wasteful expenditures and no safety net of savings. The stress and financial problems soon begin to burden these high achievers and their families.

Here are five steps that break this cycle and lead reps and their sales managers to greater productivity and prosperity.

1. Answer lifestyle questions. Imagine one year into your future; your life has improved because of the income you make and its uses at home. You’re receiving the sales recognition you need. You’re making an income that

provides for more than your survival needs. Ask yourself what you did with your excess income. For example, did you reduce your debt? If so, by how much? Did your savings increase? Were there improvements with your home? How does life feel now? Why? What changed in the past year, specifically? Answering these and other similar planning questions prepares you to envision the future you want and to do the next steps.

2. Find out what it takes for you to survive. Calculate your default survival income and write down the monthly payments you must make just to keep from going backward. Add these up and arrive at your “Survival Number.” This monthly total will include: housing, utilities, fuel, credit card and loan payments, IRS and state taxes.

3. By answering the lifestyle planning questions in the first step, discover your “Better Lifestyle Number.” For example, if you want to reduce your debt by $12,000 in 12 months, then you will need $1000 additional per month above your Survival Number. If you want $6,000 more in savings by the next year, you will need to make $500 per month for that purpose. Continue doing this with other dreams and the monthly requirements for them. Add them up and arrive at your “Better Lifestyle Number.”

4. You can now design a “Monthly Income Goal” that motivates you (yes, you, not your company, not your sales manager, but you). How do you do this? Add your [continued on page 16] FEBRUARY 14 15

Off the Grid . . . [continued from page 15] Survival Number to your Better Lifestyle Number. When you do this, you will know what monthly income it will take to achieve your dreams. From this planning, you will receive a committed and directive energy that 90% of reps today do not have.

5. Take your monthly income goal and turn it into a monthly sales goal and its related sales activity levels.

(If you need help, ask your sales manager) Determine how many sales you must make each month to achieve your monthly income goal. Using a conservative closing ratio, calculate how many quotes, presentations or proposals you will make. Next, know how many first appointments you will set and hold to get out the right amount of quotes, and the number of leads it will take each month to attain your

These five steps prepare you for Off-the-Grid sales success.

They focus you on your commitments, passions, needs and the activity levels it takes to achieve them. Rather than survival numbers, frenetic achievement or boring duty, your sales goal will now relate to your current and future fiscal needs.

You will sell beyond survival. You will achieve lifestyle goals or greatness and make them your daily focus. You will align your income, sales, activity levels and lifestyle requirements.

Your passion will not depend on the goals of your company or your sales manager. As you grow in your achievements, your quality of life and financial condition will improve.

You will replace misguided stresses as you provide for your family and those who need help around you. You will be a high-activity sales professional. n

Lance Cooper is a keynote speaker and author of Selling BEYOND Survival: The Essential System for High-Activity Sales If competition and recognition drive you at this stage of your Professionals. Lance is president of SalesManage Solutions, a life, there is one additional step you must take. Find out what company that teaches sales leaders how to recruit sales superstars the top achievers are doing. If, after doing the five steps shown and coach teams to greatness. For more information or to learn above, you find that your monthly sales goal needs to be how Selling BEYOND Survival can help you achieve Off The Grid Tired PC BACK 11_9_11:AIA 02.10.10 PC BACK 11/16/11 1:35 PM Page 1 adjusted higher to enter the top rankings, then adjust it up and Success, please visit www.lancecooper.com or email him at lcooper@ plan how you will use the extra money for your future lifestyle. salesmanage.com appointment levels.

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WISCONSIN PIA IS A PROUD SPONSOR OF THE CPIA DESIGNATION PROGRAM The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. The CPIA designation is comprised of a series of Insurance Success Seminars. These three, one-day workshops teach practical "before", "during", and "after" the sale techniques for insurance producers, sales managers, account managers and company marketing representatives.

Participants leave with ideas that will produce increased sales results immediately. In fact, The Insurance Success Seminars 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!

To maintain the CPIA designation: fulfill a bi-annual update by attending one of the core Insurance Success Seminars, an Advanced Insurance Success Seminar, a Pro-to-Pro Retreat, or maintain an active Level 2 or Level 3 membership in the AIMS Society. The CPIA designation is approved by Utica Mutual as part of the premium discount program. 

3/12/14 Advanced Commercial Lines Risk Analysis for E&O Loss Prevention 3/12/14 Advanced Commercial Lines Risk Analysis for E&O Loss Prevention - Wauwatosa (7 WI CE) Kelmann Restoration/Wauwatosa (7 WI CE, Course # 69229) This seminar is open to anyone, approved for the Utica Discount, and a CPIA update option.

This seminar is open to anyone, approved for the Utica Discount, and a CPIA update option.

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 You can attend the CPIA courses in any order. No Test. Approved for 7 Wisconsin CE credits.

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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.

CPIA 1 – March 13, 2014 Wisconsin Mutual Insurance Madison, WI

CPIA 2 - Implement for Success WI course # 65340

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.

CPIA 2 – August 21, 2014 Radisson Paper Valley Appleton, WI

Course Schedule 8:30 – 4:00 Lunch On Your Own 12:00 – 12:45 Registration Fee per Seminar: Includes Materials, Coffee in the a.m. & Soda in the p.m.  PIAW Member $155.00  Non Member $190.00

Register at www.piaw.org or call PIA at 1-800-261-7429 18 FEBRUARY 14

CPIA 3 - Sustain Success WI course # 65339

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 errors and omissions including policy review and delivery, endorsements, claims-processing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.

CPIA 3 – October 9, 2014 Kelmann Restoration Wauwatosa, WI

NEW CISRs

The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who have already experienced the benefits.

Alexander Bauer, CISR

Jacki Dahm, CISR

Brenda Heilman, CISR

Sara Oosterhouse, CISR

Hausmann-Johnson Insurance Inc. Madison, WI

West Bend - A Mutual Insurance Company West Bend, WI

Harms Insurance Group Sun Prairie, WI

Sterk Insurance Agency Waupun, WI

Christina Bergeron, CISR

Cynthia Elleseg, CISR

Carolle Koltz, CISR

Lindsey Peterson, CISR

Harms Insurance Group Sun Prairie, WI

Badger Insurance Services LLC Brookfield, WI

CPL-John E. Mulligan Ins Agency Inc. Fontana, WI

Alliance Insurance Centers, LLC Green Bay, WI

Shannon Brickson, CISR

Amanda Gorman, CISR

Kathleen Kraus, CISR

The Insurance Center Onalaska, WI

Professional Insurance Programs/WDA Ins. West Allis, WI

Arthur J. Gallagher RMS, Inc. Wausau, WI

NEW CICs

The Certified Insurance Counselors (CIC) Program has been the insurance industry’s premier, proven source for practical, real-world education since 1969.

For insurance professionals everywhere, the 20 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?

Todd Argall, CIC

Jeff Jenson, CIC, CISR

Betsy Maki, CIC, CISR

Rural Mutual Insurance Madison, WI

Dave Mosher & Associates Monroe, WI

CIS Group Tomahawk, WI

Shannon Epps, CIC, CISR

Lon Knoedler, CIC, CPCU

Jeffery Pierce, CIC, AU

Willis of Wisconsin, Inc. Appleton, WI

Sparks Insurance, Inc. Kenosha, WI

ACUITY Sheboygan, WI

Scott Henningsgard, CIC

Derek Laczniak, CIC

Matthew Prickette, CIC

Noah Insurance Group Ins. & Jnlv, Inc. Osceola, WI

M3 Insurance Madison, WI

McClone Insurance Group Menasha, W

humor

{

Humor is a spontaneous, wonderful bit of an outburst that just comes.

It's unbridled, it's unplanned, it's full of surprises.

—Erma Bombeck

FEBRUARY 14 19

A bad hire is a costly mistake.

20 FEBRUARY 14

Increase Your

Hiring Success Rate . . .

The eight interview techniques every manager needs to master.

By Kimberly Paterson

T

Thirty days into the job, your brilliant new hire’s real persona emerges and it’s not pretty. That seemingly confident, pleasant, well-qualified person is wreaking havoc in your commercial-lines department. Two of your best customer service representatives have knocked on your door complaining about how the new person talks to clients and the new hire’s lack of technical knowledge. You reflect back on the interview. Slowly, you begin to recognize the signs were there. How could you have possibly missed them?

Don’t feel bad; you’re not alone. According to a Harris Interactive Survey, “Close to 70 percent of employers admitted to making a bad hiring decision in 2012.” The problem is the standard interview process often reveals little about a job candidate’s true self. Candidates are on guard and on their best behavior. The good ones are quite skilled at knowing and telling you what you want to hear. In the end, the interview process tends to be more about who is the best self-promoter than who will be the best person for the job.

The good news is, you can learn a lot about candidates and how they are likely to perform in the job by simply changing how you approach and conduct interviews.

Prioritize the skills you need Most professional, independent insurance agencies rely on a job description when interviewing and evaluating candidates. Typically, this is a laundry list of the skills required and the duties the person will be asked to perform.

The reality is, no one candidate will have everything and not all skills are equally important. Instead of relying on a lengthy job description, make a bullet list that includes: the must-have skills (in order to priority), the nice-to-have skills and the skills that can be learned in the job. This will help you and your fellow interviewers zero in on what matters

most and significantly improve your ability to assess the individual relative to the position.

Preparation Agency owners know their business, they know what the job requires and they know what they look for in people.

All that knowledge can lead people to complacency and a belief that they don’t need to prepare. That’s a huge mistake.

Develop a list of good, opened-ended questions that deal with the position in general. Then, thoroughly study the individual’s resume and develop a second list of questions geared to explore his or her specific experience.

Prepare a pre-printed form for each candidate. Include room so that you can make notes as you go through the interview and a place to summarize your observations/feelings about the person immediately following the conversation. It’s important that you make these notes right away—especially if you’re conducting multiple interviews. People start to blend together and if you wait, you run the risk of confusing candidates or forgetting something that could be important.

Structure the interview A structured interview asks all the candidates the same questions in the same order, giving you a more reliable basis for comparing applicants. There is a wealth of welldocumented research on this topic and it consistently shows that structured interviews are more effective in predicting job success. Despite their proven success, the structured interview is a tool few agents use.

Keep your mouth shut One of the most common blunders interviewers make is talking too much. They get caught up in talking about the company, what it’s like to work there and details of the [continued on page 22] FEBRUARY 14 21

Hiring . . . [continued from page 21]

job. When you do this, the candidate learns a lot about you, but you don’t learn much about him or her. Also, the more you say, the more cues you give the applicant about how to answer your questions. Once you’ve established rapport and the candidate is comfortable, let him or her do the talking.

Practice the 80/20 rule—80 percent of the time the candidate is speaking and 20 percent of the time you’re speaking.

Interview contenders three times People act differently in different situations. When you change the situation, new aspects of the candidate’s behavior emerge. Take Karen as an example. She was great in one-onone interviews with the agency’s two principals and was the leading contender for the job. Then, she interviewed in a group setting by a manager and three women who would be her peers.

Throughout the conversation, Karen directed her eye contact and answers toward the manager, even when her potential peers asked the questions. She ignored the other women. The agency’s leaders viewed her lack of social intelligence in dealing with her peers as a significant problem in an egalitarian agency that valued teamwork and collaboration.

Go deep When you develop questions for your structured interview, avoid standards like: What’s your greatest weakness? Describe a difficult experience at work and how you handled it. Describe your best boss and your worst boss. How do you handle pressure? There are hundreds of websites that teach candidates the ideal way to answer these questions. If you ask a cliché question, chances are you’ll get a well-rehearsed answer.

Instead of asking about weaknesses ask: “You’ve told me about the things you do well, now tell me about the things you don’t do quite so well.” Rather than asking whether they’re a team player, ask “What are some of the things that tend to get in your way when you work with others?” Follow up with, “What do you do when that happens?”

Once you ask your structured interview questions—the general questions you ask every candidate—go to the specific questions you developed based on the person’s resume.

Resumes can be more fiction than fact. If something on the particular resume is important to you, be sure to ask at least three questions about it such as: How was that accomplished?

What was your role? What support or resources did you have?

An agency I was working with was hiring a new commerciallines producer. It wanted a sales person who could open doors and help the agency expand into a new market. The leading candidate for the position was a young, articulate, personable CIC. His resume stated that he built a $768,000 book of business in three years. On the surface, it looked like he was an effective business builder. When probed about this, a different picture appeared. Ninety percent of his business 22 FEBRUARY 14

came from the agency’s employee benefits accounts. Thanks to his benefits colleagues, he had warm introductions to clients who already liked and trusted the agency. He was a good technician and effective closer, but he clearly wasn’t the rainmaker the agency needed.

See the candidates in action Make sure your hiring process includes situations that allow you to observe how the candidate performs on key aspects of the job firsthand. If phone skills are important, conduct your first interview by telephone. If basic writing skills are critical, have several email exchanges before the first interview. Look at the quality of the writing. These days many candidates get help on their resumes and cover letters. The writing you see in these documents may not reflect the candidate’s skills.

If pre-call research is something you preach to your sales people, give the candidates a specific prospect to research and ask them to prepare five key questions they’d ask at a first meeting and a statement on the value the agency can bring to that particular business.

Be methodical According to a University of Michigan study on the predictors of job performance, the typical job interview increases the likelihood of choosing the best candidate by less than 2 percent.

That’s because the traditional job interview is a highly subjective process. If you want to identify the best candidate, it is vital to take as much subjectivity out of the decision as you can.

After the interview Use a rating scale of 1-7 and rate each candidate immediately after the interview on the following criteria:

Has the critical job skills. Hard to believe, but this one often gets short shrift. Interviewers get caught up in people’s “likeability,” their potential to grow or their ability to perform multiple jobs. They hire the person rather than hiring to fill the job. In a small business where every person is critical, this approach is usually a recipe for failure.

Fits with the agency. Look at how the person will fit within your organization. A workaholic is not going to be a good fit in a culture that stresses work-life balance.

The person will be frustrated and eventually resentful that colleagues don’t do their share. Conversely, a person who needs a predictable 9-5 schedule because of family commitments will not fare well in a business where commitment is measured by the number of hours worked.

Someone who likes to work independently and make their own decisions will struggle in a company with a topdown management style or one that thrives on teamwork and consensus based decision-making.

Fit matters. While new skills can be learned, values like

Well worth the effort

work ethic and personality traits like independence are

A bad hire is a costly mistake and can be a huge setback for an agency. The time and expense associated with recruiting a replacement is the tip of the iceberg. When a position is empty or filled by the wrong person, opportunities are lost and customer service and sales can suffer. There’s increased pressure on existing employees and morale suffers. The leaner the organization is, the greater the pain. When it comes time to hiring, the time and energy invested in making smart, informed decisions is worth every penny. n

embedded and virtually impossible to change.

Interpersonal skills. Here you want to look at core people skills like listening, empathy, speaking clearly and concisely, being considerate and relating well to others.

After you’ve rated these three areas using your scale of 1-7, develop a composite score for each candidate. However, you can weight each of the three areas, and choose to favor one aspect over the others depending on the position. If multiple people within your organization are part of the interview process, have each person rate the candidate privately. When you turn the rating process into a group exercise, people tend to be influenced by the feelings of the group. The quality of the input you get won’t be as good.

Paterson is an executive business coach. She is president of CIM (www.cim-co.com) where she works with insurance organizations to build the vision, strategy, customer insight and leadership skills to achieve outstanding results. She can be reached at kpaterson@ cim-co.com.

—Reprinted with permission from PIA Management Services Inc.—

H S I P S AWA R A L O H CThe Certified Insurance Counselor program fulfills R D E S C the need for quality, comprehensive insurance education I C with practical value. The CIC designation honors and rewards insurance D professionals for their personal dedication, excellence and achievement.

Being a CIC means you have the knowledge and the expertise with which to succeed in an ever-changing, highly charged profession.

In honor of Dave Pauly CIC, retired CEO

Christine Backes

The Insurance Center Awarded by The Professional Insurance Agents of Wisconsin, Inc.

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FEBRUARY 14 23

GERMANTOWN MUTUAL INSURANCE COMPANY W209 N11845 Insurance Place PO Box 1020 Germantown, WI 53022-8220 Phone (262) 251-6680 Fax (262) 623-3130 www.gmic.com

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COMMERCIAL CASUALTY II

This course, like Commercial Casualty I, strengthens your ability to have productive, assured interactions with your commercial customers. You will imporve your understanding in each of these areas.

• Business Auto Exposures and Coverages • Workers Compensation and Employers Liability Insurance Policy • Commercial Umbrella and Excess Liability Policies

March 19

•

Madison

Please note: Those who completed the Insuring Commercial Casualty course (which was available prior to Commercial Casualty I and Commercial Casualty II), may choose either Commercial Casualty I or Commercial Casualty II as part of their five courses to earn the CISR designation, but not both.

CLASS SCHEDULE Course Instructor Todd Davis CIC

Instruction 8:00 a.m. – 3:45 p.m.

Group Lunch 12:00 p.m. – 12:45 p.m.

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$155 Per Course Register at www.piaw.org or call 800-261-7429

the Step Up To Elite Status 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.

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PMIC_3-625x5_PIA.indd 1

1/16/2014 11:18:15 AM

FEBRUARY 14 25

26 FEBRUARY 14

5

Ways to get Your

Business off

to a Great Start in 2014.

By Mark Hogle, Senior Vice President, Regional Manager for the Eastern Region, EMPLOYERS

Louis Pasteur famously said, “Fortune favors the prepared mind.” The year ahead presents many new opportunities for independent insurance agents to grow and provide greater value to clients. These early days of the New Year are the opportune time to reflect on your professional goals and commit to the strategies you will use to accomplish them.

F

Focus on these five key areas and you can make your business more successful in the year ahead.

1. Reflect and Plan It may sound simplistic, but the first step toward making this year a success is to carve out time to analyze last year’s performance and reflect on what can be improved.

Evaluate your business performance holistically – and be painfully honest with yourself. Identify what helped you accomplish your goals and what set you back. Then, write down a detailed plan that commits you to new professional goals. Replicate the practices that contributed to your success in the past and figure out how to change the ones that didn’t.

2. Strengthen Your Connections The New Year is the perfect time to re-establish old business contacts and broaden your professional network. Your local IIA association can be an excellent place to start. Set goals for attending networking and continuing education events each quarter. If you are already an active participant, consider seeking out a leadership position as a committee or Board member. In addition to IIA associations, your local chamber of commerce or other business groups are good resources for establishing connections that can help you grow your business.

This is also a great time to review and update your LinkedIn account. Take a look at your contacts and congratulate those who changed jobs or were promoted during the past year.

Ask for introductions to your contacts’ primary and secondary connections to identify people who may be helpful for you to know. Use LinkedIn as a resource for others by sharing updates about your business or relevant news articles about the industry.

3. Map Out Your Continuing Education As part of your annual planning be sure to focus on your professional development and continuing education.

Determine the number of CE credits you need for the year and map out a monthly plan to ensure you’re not scrambling to fulfill requirements at the end of the year.

Many local IIA chapters host seminars, presentations, courses and luncheons that can help you stay up to date on the latest trends and developments affecting the industry. Several online resources also offer affordable, state-specific courses for insurance professionals that you can complete at your convenience.

4. Refresh Your Marketing If you’re selling your services with the same brochures and website you had in 2009, make 2014 the year your marketing gets a facelift.

Start with your web site. Is it up to date with the latest news and information about your business? Are you adding new content regularly to your website, blog and social media channels to make them great resources for your customers and prospects? Can your business easily be found on the popular search engines? How is your service rated on Yelp or Angie’s List?

In addition to your online marketing, check with your carrier partners for specialty marketing resources they may have available. For example, EMPLOYERS provides customizable, co-branded brochures; advertisements; direct mail campaigns; event marketing / trade show materials; and safety materials that can help you explain workers’ compensation coverage options and value-added services to your existing clients and prospects. These materials are provided at no charge to EMPLOYERS’ appointed agents via the online Agent Marketing Toolbox (AMT).

If you don’t regularly send customers and prospects an electronic newsletter, there are many cost-effective resources available to help you get started. Several of them cater to small business owners. They provide easy-to-use mailing list management and mass email distribution services, as well as campaign analytics that enable you to see how resourceful your information is and who is relying on it.

5. Use New Online Policy Management Tools While insurance will always be a people-oriented business, carriers are investing heavily in new technologies that make [continued on page 28] FEBRUARY 14 27

Business . . . [continued from page 27] it easier to work with them. This year, make a point to become familiar with the valuable online policy management resources your carrier partners provide.

A wide range of these types of digital tools are now available.

For instance, EMPLOYERS provides policyholders and agents access to Loss Control ConnectionSM, an online risk management portal that has resources and tools to help improve workplace safety and prevent losses. Earlier this year, EMPLOYERS greatly enhanced its EACCESS® portal, an automated quoting and underwriting system for agents. These types of tools and services not only make doing business with carriers faster and easier, the enhanced service can also help agents secure new accounts to grow their own businesses.

your carrier partners, load the new smartphone or tablet you may have received during the holidays with productivityenhancing apps that can help you become more organized and productive. n

Get Ready for Success There’s a lot to be excited about heading into the New Year.

With a little bit of thoughtful planning and focused execution, you’ll be on your way to growing your business and accomplishing your goals.

Mark Hogle is senior vice president, regional manager for the Eastern region of EMPLOYERS, a national workers’ compensation provider. For more information, visit www.employers.com.

In addition to leveraging the online tools available from

Attention CICs! Exciting update options.

CIC Graduate Ruble Seminar May 13 & 14, 2014 | Marriott Madison West – Middleton, WI October 14 & 15, 2014 | Radisson Oneida Casino – Green Bay, WI 16 WI CE (4 are optional Ethics)

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

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits commercial casualty

commercial PROPERTY

March 26-28, 2014 Radisson/Oneida Casino – Green Bay, WI 920-494-7300 $99 rate through 3/10/14 includes full breakfast

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• commercial general liability • additional insureds

David Viola, CIC • WORKERS COMPENSATION John Dismukes, CIC, CPCU, AAI, AIS • business automobile coverages • excess liability/commercial umbrella coverages • commercial casualty case study David Pauly, CIC, CPCU, ARM, AAI

NEW WI CE Course # 69299

Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

• commercial PROPERTY COVERAGES & ENDORSEMENTS • COMMERCIAL PROPERTY CAUSES OF LOSS FORMS & ENDORSEMENTS

Kevin Amrhein, CIC • COMMERCIAL INLAND MARINE COVERAGES John Dismukes, CIC, CPCU, AAI, AIS • TIME ELEMENT • BUSINESSOWNERS POLICIES • commercial PROPERTY CASE STUDY Catherine Trischan, CIC, CRM, ARM, AAI, AU CRIS, MLIS

WI CE Course # 69300 Day Three: 8:00 – noon, Optional Exam 2:00 – 4:00

$405.00 per institute. Register at www.piaw.org or call 800-261-7429.

28 FEBRUARY 14

NEW

Scholarships Available!

Attention Utica E&O Policy Holders:

Do you know a student who could use some $$ for school?

The following PIAW education classes are approved for Utica’s premium discount.

Please contact Darcy at PIA for details.

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YPC Scholarships Available!

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• Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • PIAW Ethics and E&O Seminars

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• PIAW Conducted In-House Seminars

Education Schedule: www.piaw.org or 1-800-261-7429

Don't talk to the parrot

Through a new partnership with Vertafore, PIAW is offering FREE access to Sircon online licensing and continuing education management services.

Login to: www.piaw.org and get started today!

USING SIRCON SERVICES, YOU CAN: • APPLY FOR A LICENSE • RENEW YOUR LICENSE • LOOK UP AVAILABLE COURSES • CHECK LICENSE RENEWAL STATUS • CHECK LICENSE APPLICATION STATUS • REQUEST A LETTER OF CERTIFICATION CERTIFI • UPDATE YOUR NAME OR ADDRESS • FIND YOUR LICENSE NUMBER/NPN • CHECK YOUR STATUS WITH A STATE • MAINTAIN YOUR FIRM ASSOCIATION • UPDATE YOUR ADDRESS • UPDATE YOUR EMAIL ADDRESS • PRINT YOUR LICENSE © 2011 Vertafore, Inc. Vertafore, the Vertafore logo and design, Unleash your potential, and the Vertafore trademarks listed are owned by Vertafore, Inc.

Sheila's dishwasher quit working. It was still under warranty, so the company sent a repairman named Oscar to fix it. Oscar showed up the next morning just as Sheila was getting ready for work.

"Ok," Sheila said. "There's the dishwasher.

I have a dog named Spike, but he won't bother you. But whatever you do, don't talk to my parrot. That's very important."

"Got it," said Oscar. "Don't talk to the parrot."

Sheila left, and Oscar got to work. Spike, a mean-looking Rottweiler, slept peacefully next to the refrigerator. But the parrot whose cage hung in the kitchen window, talked the entire time. And his vocabulary seemed to consist exclusively of profanity and insults.

After a while, the constant stream of invective got on Oscar's nerves. He finally finished his work on the dishwasher and prepared to leave when the parrot said, "Lazy! Stupid! Jerk!

Useless!"

Oscar snapped. "Shut up, you stupid parrot! Just shut up!"

To which the parrot replied "Spike—get him!"

FEBRUARY 14 29

Agents ask

Questions about Errors & Omissions . . .

and how E&O losses can be prevented

Q:

By Mary LaPorte, CPCU, CIC, LIC, CPIA

Mary, our agency has created a Facebook site, and we have been discussing what type of postings we should include and how to control the postings. Do you have any advice for us in this area?

Debi, Colorado

A:

Debi, this is such a timely topic. There are clear statistics which show that a social media site, such as Facebook, can drive potential customers to your website, which can ultimately result in sales. I see a lot of agency social media sites, and I believe that some agencies do a great job, some do an adequate job, and some don’t do much with their sites at all (which equates to a terrible job).

No one is interested in seeing postings which just advertise the agency. Successful sites include helpful safety and loss control information, postings about the agency’s involvement in community charity events, announcements about new staff members or employees education achievements, and interesting articles just for fun.

The best advice for anyone starting a new social media site or trying to make their existing site better is to take a class. There are a lot of resources available today. Check with your association or search on-line.

Even a one-hour webinar would be a big help. A class will help you understand the risks involved and give you lots of helpful hints.

From an E&O perspective, you will need to address multiple areas. Consider the agent that writes a blog, or includes helpful coverage information in their postings. If any information is inaccurate or misleading, this could lead to an E&O claim if a party relied on that information. As a precaution, make it a practice that no posting should be made until the content has been reviewed by at least two or three sets of “eyes”. In other words, let a couple other knowledgeable individuals review the information before posting it.

30 FEBRUARY 14

If you are using some articles from other sources, be sure to obtain permission and give credit when using that information.

Another area that could be troublesome is a breach of privacy. Never use a person’s name without their permission. If you are using testimonials from your customers in the site, make sure that the customer gives you permission to use the testimonial in that way.

When an individual comments on a posting, make sure that your settings do not allow the posting to be seen until you review and accept it. You don’t want a disgruntled former customer to make negative comments for the public to see. On the other hand, those comments create a great opportunity for bringing a problem to your attention and giving you an opportunity to respond and solve a problem.

Assign someone to check the site regularly and require them to post and respond at least twice per day. In many agencies, this might be one of the newest, youngest employees (or even a son/daughter of an owner) who is technically savvy. The problem with that person is that they also have the least “real world” experience about what could happen, or not be as sensitive to E&O and privacy issues. If that is the case, then be sure that someone with more experience reviews their postings and responses before making them public.

There are many other areas where an agency should be knowledgeable in this area. Be sure that you educate yourself and set basic safeguards in place before proceeding. n Mary LaPorte is a consultant and educator with a strong background in Errors & Omissions loss prevention. Forward your E&O questions to marylp@lpinsuranceconsult.com. 2012 LaPorte Consulting, LLC. All Rights Reserved.

ÂŽ

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FEBRUARY 14 31

Time

S

It's a Great to Be an Agent

by John G. Lee, PIA National President

Speaking as president of the National Assn. of Professional Insurance Agents (PIA), I can’t think of a better time to be an independent agent. Too often we only focus on the challenges we face. We need to remind ourselves that what we are tempted to remember as the “good old days” were also tough, and that today is actually pretty good.

Despite increased competition from direct writers, independent agents continue to thrive.

Whenever I hear predictions that the independent agency distribution system is about to unravel, or as one consultant put it, that we’re at “the end of an era for the local insurance agent,” I know that such observations are coming from one source: my competitors. Far from contracting, the independent agency system is growing.

Why? Because customers continue to value agents. It is really that simple. The PIA Partnership, our national agencycompany council, conducted nationwide research with insurance customers of all types to learn more about what they are looking for and what they expect from personal lines insurance providers.

Among the findings: Customers value what agents can do for them and are eager for producers to take a more active role in delivering those services. They care about coverage and price is not their primary determining factor. They are looking for expert advice and counseling, personalized attention and interaction, and excellent “relationship-based” customer service.

In 2014, The PIA Partnership will conduct a similar nationwide survey of commercial lines customers to determine their buying preferences.

Technology is the key to a successful future for independent agents. Social media has quickly evolved from a curiosity to a fully developed and deployed system of personal communications and marketing. Agents are using social media to market their agencies, compete against direct writers and build their books of business. It’s more effective and it doesn’t cost an arm and a leg.

Of course, external threats compromise our industry. That’s why PIA devotes so much to advocacy. We lobby Congress, the regulatory agencies like the NAIC, federal regulators, state regulators and state lawmakers. As advocates of our American free enterprise system, we must guard against those who would legislate or regulate our agencies and our carrier partners out of business.

Professional insurance agents are strong, innovative, nimble and able to quickly adapt to whatever the marketplace or the government throws at us.

Ours is a great business. I am thankful that I chose it, and I intend to spend my year as president of PIA continuing to give back to this industry, which has provided so much for me and my community. n

A Humorous Look at Life Thoughts and observations that might be true (or should be): • Do not argue with an idiot. He will drag you down to his level and beat you with experience.

• We never really grown up. We only learn how to act in public.

• The last thing I want to do is hurt you. But it's still on my list.

• I thought I wanted a career. Turns out I just wanted pay-checks.

• If I agreed with you, we'd both be wrong.

• Whenever I fill out an application, in the part that says, "In case of emer-

• I asked God for a bike, but it turns out God doesn't work that way.

So I stole a bike and asked God for forgiveness.

gency, notify . . ." I put "DOCTOR."

32 FEBRUARY 14

• A bus station is where a bus stops.

A train station is where a train stops.

On my desk I have a workstation . . .

• You do not need a parachute to sky dive. You do need a parachute to sky dive twice.

• I used to be indecisive.

Now I'm not so sure.

• I always take life with a grain of salt.

Then a slice of lemon and a shot of tequila.

• When tempted to fight fire with fire, remember that the fire department usually uses water.

Choose 5 of 9 to improve your 9 to 5.

CISR EDUCATION FOR INSURANCE & RISK MANAGEMENT PROFESSIONALS

It still takes 5 courses to earn a CISR designation but now you have the flexibility of 9 course options. This allows you to focus on what’s important to you. We understand not everyone learns the same way or even at the same pace, so we offer courses in the classroom, online and in-house.

Find out how CISR can improve your 9 to 5. Call or visit us on the web today.

• • • • • • • • •

Commercial Casualty I Commercial Casualty II Insuring Commercial Property Insuring Personal Auto Exposures Insuring Personal Residential Property Personal Lines Miscellaneous Agency Operations Elements of Risk Management Life & Health Essentials

www.piaw.org 1-800-261-7429 FEBRUARY 14 33

The sales process doesn't end when the sale is made.

34 FEBRUARY 14

"Do's and Don'ts" of Reducing of an E&O Claim

Chances

by Curtis M. Pearsall, CPCU, AIAF, CPIA

The duties of a producer or account executive/customer service representative in an agency present tremendous challenges and responsibilities. It’s hard work and is not getting any easier. The knowledge expected would fill volumes and the workload probably seems like it never ends. These staff members deserve a tremendous amount of credit because without them, the agency would not be the same. While the degree to which these men and women perform this job professionally and ethically can greatly determine the agency’s success, it can heavily determine the agency’s errors-and-omissions risk, too.

Gaining knowledge Both producers and account executives must have a strong technical knowledge of the industry. Customers and prospects rely on them for this knowledge to ensure their assets are properly protected. To meet this challenge, a commitment to knowing the various classes and lines of businesses, and the uniqueness of each, is required. Because there is so much to learn in the insurance business, there will be times when a producer and account executive does not possess the necessary knowledge. How these instances are handled and knowing where to find the information are vital. Bluffing one’s way through the answer is not recommended. This might work once in a while, yet since there is a very good chance the customer or prospect is documenting the conversation, it’s only a matter of time before it catches up with the agency staffer.

A great tool for producers and account executives is an exposure analysis checklist. These checklists provide tremendous detail on more than 650 classes. For a producer, this is an ideal resource for knowing the prospect or client.

Before visiting a jewelry store prospect, for example, the producer should take the time to educate himself or herself on a jewelry store’s exposures. For account executives, these checklists are also a solid way to improve their knowledge of various lines or classes of business.

Sales skills and more Yet having the knowledge and knowing where to get it are only parts of the solution. The formula for success also includes the need for sales skills. Having knowledge with no sales skills – or sales skills without knowledge – can be extremely dangerous for the agency from an E&O

perspective. Without a doubt, the sales process doesn’t end when the sale is made. How producers and account executives conduct themselves during the sales process – pre-sale, sale and post-sale – will likely determine whether they are successful and to what degree they are an E&O risk.

When interacting with the client, in most states, an insurance producer, including account executives, has a common-law duty to obtain the coverage the client specifically requests within a reasonable time or inform the client of the inability to do so. Thus, it is key to listen for what the customer or prospect is asking. Not providing what the customer requested has been a root cause of many E&O claims.

The words or phrases used to promote your agency and abilities are also important for avoiding an E&O claim.

Telling customers and prospects you are an “expert” or that “at our agency, we make sure that you are properly covered” sound impressive. However, while the belief may be that the ability to be successful is enhanced, it can also lead to the producer and the agency being held to a greater degree of liability should a problem develop. Choose the words and phrases used verbally or in print carefully.

One word to avoid is “recommend.” It’s not as harmless as it might sound. For example, say the agency recommends that the client secures a $1 million umbrella. If the client ultimately has a loss well in excess of the $1 million, the agency could face an E&O claim for “recommending” a limit that was insufficient for the loss suffered. The best approach is to offer coverage options and limit options for each of those coverages, and then let the customer make the decision. Don’t make it for them! [continued on page 36] FEBRUARY 14 35

Do's and Don'ts . . . [continued from page 35]

Document and review In all of the various interactions, whether with the prospect or the markets you are using, is the need for prompt and professional documentation. Reinforce that this need for documentation applies to producers and account executives.

While the “old school” approach of documenting the discussion in the file or agency management system may be sufficient at times, there will be situations where the documentation should also involve a note to the customer or prospect detailing the essence of the conversation. The goal here is to avoid any misunderstandings before a claim occurs. If a problem develops, this documentation – or lack of – will greatly determine the direction of the E&O claim.

Documentation is not an option; it is mandatory. It must also be prompt and professional.

Does the customer always buy all of the coverages noted in the proposal? No. Both producers and account executives should get the customer’s sign-off on the coverages/limits they will not be securing.

After receiving the order, it is crucial to review the policies upon receipt of them to ensure they reflect what was ordered.

The producer and account executive should be involved in this process to ensure the coverage is what the customer requested. In all but a few states, the client has a duty to read his or her policy. Therefore, it is strongly suggested to include a cover letter with the policies advising the customer

to review the policies and contact the agency if there are any questions or any of the policies need correction. If the producer is delivering the policy, include the cover letter with the policies and bring the letter to the customer’s attention.

In all likelihood, the marketplace has prompted accounts to be remarketed on renewal to other carriers in your office, so bring to the customer’s attention any deficiencies or coverages being “given up” by moving the account to another carrier.

Document these discussions. This also applies if you are moving the account from the standard marketplace to the E&S marketplace.

Oftentimes, carriers will change their guidelines. Agency staff must be aware of these guidelines and to adhere to them.

Overstepping the carrier’s binding guidelines is a common reason carriers are increasingly suing their agents.

Going a long way Being a producer or account executive requires tremendous knowledge, professionalism and attention to detail. This will go a long way to ensuring success – and ensuring you are not an E&O nightmare waiting to happen. n

Curtis M. Pearsall, CPCU, AIAF, CPIA President, Pearsall Associates Inc. and Special Consultant to the Utica National E&O Program

PEOPLE WHO EARNED THIS ALSO EARNED MORE

30,900 MORE OF THESE

PER YEAR.

If you’re looking to jump start a new career or make more with the one you are in, education is your best investment. Now, more than ever, it is important to invest in your greatest assets—yourself and your people. According to The National Alliance Producer Profile, commercial lines producers with the Certified Insurance Counselor (CIC) designation earn 30% more than those without the designation. To learn more about the CIC Program, call or visit us on the web.

The most successful training programs for insurance professionals

36 FEBRUARY 14

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

2014 Ethics & Hot Topics Seminars Anyone Can Attend!

All Approved for the Utica Premium Discount!

4 Credit CE Day: $65 PIA Member / $90 Non Member 7 Credit CE Day: $155 (includes lunch) The full days, also known as William T. Hold Seminars, are an approved CISR update option. No dues required.

John Dismukes CIC, CPCU, AAI, AIS

Patti Gardner CIC, CRM, CPCU

march 25

Todd Davis CIC

Radisson – Green Bay

1:00 – 4:45 p.m.

Ethics & Legal Considerations (John Dismukes) 4 WI Ethics CE – course # 61059 May 15 Cranberry Country Lodge – Tomah Certificates of Insurance & Additional Insureds, Workers Compensation, Ethics (John Dismukes) 7 WI CE, 3 of 7 Ethics – new course #s

8:00 – 4:00 p.m.

June 26

Holiday Inn – Rothschild Certificates of Insurance & Additional Insureds, Workers Compensation, Ethics (Patti Gardner) 7 WI CE, 3 of 7 Ethics – new course #s

8:00 – 4:00 p.m.

September 9

1:00 – 4:45 p.m.

Holiday Inn – Fond du Lac

Ethical Standards (Todd Davis) 4 WI Ethics CE, course # 65902 Brookfield Suites – Brookfield Certificates of Insurance & Additional Insureds, Workers Compensation, Ethics (John Dismukes) 7 WI CE, 3 of 7 Ethics – new course #s

November 11

8:00 – 4:00 p.m.

$155 per course. Register at www.piaw.org or call 1-800-261-7429

humor

{

If you ever fall off the Sears Tower, just go real limp, because maybe you'll look like a dummy and people will try to catch you because, hey, free dummy.

—Jack Handey FEBRUARY 14 37

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

DIRECTORS

Mr. Jeff J. Glass, President A.F. Glass Insurance Agency PO Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jglass@glassinsurancecenter.com

Mr. Thomas Budzisz BWO Insurance Group, LLC 2111 E. Rawson Ave. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com

Ms. LouAnn Herriges, CIC, CISR Vice President Anderson's Insurance Associates 17500 W. Liberty Lane New Berlin, WI 53151 Phone 262-789-8500 Fax 262-754-6038 louannh@iaanetwork.com

Ms. Jodi Cordes, CIC, CRM A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 cordesjodi@gmail.com

Mr. Rick Clements, LUTCF, MDRT Treasurer Clements Ins. Agency, Inc. 317 N. 6th St. Wausau, WI 54402 Phone 715-842-1664 Fax 715-848-3337 rick@clementsagency.com

Mr. Matt Cranney, CIC M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com Mr. John W. Klinzing, CIC Affiliated Ins. Agencies of WI, LLC 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924 Fax 608-441-8787 johnk@affiliatedllc.com

February 2014

Mr. Brian MacGillis, CPIA Secretary MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004 brian@macgillisinsurance.com

18-19

Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Jack C. Loyda & Associates, Ltd. 4414 N. Oakland Ave. Shorewood, WI 53211 Phone 414-332-5150 Fax 414-332-7267 dkuhnke@loyda.com Ms. Kathy M. Mulder Nolan Insurance Agency LLC PO Box 238 Brandon, WI 53919 Phone 920-346-2241 Fax 920-346-5600 kmulder@nolanins.com Mr. Trey Neher, CIC, CISR THZ Insurance Group 420 E. Northland Ave. Appleton, WI 54911 Phone 920-730-0123 Fax 920-833-6870 tneher@thzins.com Ms. Tracy A. Oestreich CIC, AU, CPIA Anderson Ins. Associates, Inc. W177N9856 Rivercrest Dr., Ste. 215 Germantown, WI 53022 Phone 262-789-8500 Fax 262-754-6038 tracyo@iaanetwork.com

STAFF PIA 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 Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org Darcy Brown Member Benefits Coordinator dbrown@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Mandy Penn Administrative Assistant mpenn@piaw.org Becca Prestbroten Special Project Coordinator bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

CIC RUBLE GRADUATE SEMINAR West Bend (16 WI CE, 4 of 16 are optional Ethics)

12

ADVANCED COMMERCIAL LINES ANALYSIS FOR E&O PREVENTION Wauwatosa (7 WI CE)

13

CPIA 1 Madison (7 WI CE)

19

CISR COMMERCIAL CASUALTY 2 Madison (7 WI CE)

26-28

CIC COMMERCIAL CASUALTY Green Bay (20 WI CE)

April 2014

9

AGENCY MANAGEMENT & TECHNOLOGY TRADE SHOW WI Dells

23, 24

CISR PERSONAL LINES MISCELLANEOUS Brookfield, Madison (7 WI CE)

13-14

CIC RUBLE GRADUATE SEMINAR Middleton (16 WI CE, 4 of 16 are optional Ethics)

15

Hot Topic/William T. Hold Tomah (7 WI CE, 3 of 7 are Ethics)

4-5

CISR PERSONAL RESIDENTIAL Green Bay, Brookfield (7 WI CE)

17-19

CIC COMMERCIAL PROPERTY Milwaukee (20 WI CE)

26

HOT TOPIC/WILLIAM T. HOLD Rothschild (7 WI CE, 3 of the 7 are Ethics)

16

DYNAMICS OF SERVICE Fond du Lac (7 WI CE)

July 2014

June 2014

38 FEBRUARY 14

25 ETHICS Green Bay (4 WI Ethics CE)

May 2014

March 2014

August 2014

Coming Events

FULL — Call PIAW to be placed on waiting list.

6-8 65 TH ANNUAL CONVENTION Lake Geneva (2 WI CE) 19-21

CIC AGENCY MANAGEMENT Appleton (20 WI CE, 4 of the 20 are Ethics)

21

CPIA 2— IMPLEMENT FOR SUCCESS Appleton (7 WI CE)

People who run a business know. The most valuable things

are also the hardest to get.

Your customer’s business didn’t grow overnight. It came from years of hard work, confidence in what they could do, and making smart decisions.

That’s why an insurance policy from West Bend makes sense. It protects these valuable and hard-earned businesses so your customers can focus on doing what they do best.

And with West Bend, it’s backed by your knowledge and experience.

West Bend. Insurance your customers buy when they can’t afford anything less.

FEBRUARY 14 39

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 will have voting privileges at both PIA State and National.

Name & Designation

DOB

Gender

Employment Status

Part-time

Magazine

Nat’l Voting

Privilege

o o

Male Female

o o

o

Corporation

Licensed Owner Licensed Producer

INCL INCL

o

Agency Information: Agency Type:o Sole Owner

o

Top 3 P&C Companies (list in order)

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 1 335 16 890 2 375 17 930 3 415 18 965 4 450 19 1005 5 490 20 1030 6 525 21 1070 7 570 22 1105 8 605 23 1145 9 640 24 1180 10 675 25 1220 11 710 26 1255 12 750 27 1295 13 780 28 1330 14 815 29 1370

15 855 30 & Over 1400 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.