professional agent july | 2014
Please Register Today! 6
l Conventi a u n n A on 5th
What’s Inside? CSR of the Year................ 8 Nomination Report.............14 Convention Sponsors........ 15 ACA Info.............................. 23 Classify Employees............ 29 Get a Signed App............ 35 Classifieds........................ 36
August 6-8, 2014
va Resor t & S nd Gene pa a r G Lake Geneva, WI
Digital Editions of PIAW Magazine Available at www.piaw.org
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2 JULY 14
From the
President Jeff Glass — President, PIA of Wisconsin
I Can't Believe the Year has Passed! I’m not sure if it’s because I’m getting older, or if it’s just the fact I’ve enjoyed this last year being your PIAW President, but wow, this past year has flown by.
willingness to give back to your industry doesn’t go unnoticed. Committee work is vital to any great association, and you all have made the PIAW one of the best.
One of the things that have stood out to me over the last year is the effort so many people pour into making PIAW the best Insurance Association in the country. I’m not kidding. There is so much work that goes on behind the scenes— countless committee members working hard— thinking, developing, and implementing new ideas. That activity is in constant motion with all 10 committees at the same time during the year. Then you have the executive committee and board of directors piling on more work load on top of what the committees are already doing.
To the Board of Directors: THANK YOU, you all truly put “others before self”.
PIAW is a busy place, and all that busy is for one reason and one reason only . . . the membership. Over the last 6 years as a Board of Director’s member, I’ve learned that the staff at the PIAW office doesn’t sit around waiting for the phone to ring. These folks are very “proactive” and truly love what they’re doing. It doesn’t matter if it’s education, automation, legislation, YPC, convention, or anything industry related. PIAW is 110% committed to bringing its membership cutting edge. It’s really hard to explain the dedication and work that goes on unless you witness it yourself. I am proud to be a member. I’d like to thank Ron and the PIAW staff for their commitment and hard work; it is evident that you all love what you’re doing. To all those who volunteered this past year who serve on a PIAW committee, THANK YOU. Your commitment and
And to the membership, thank you for this opportunity to serve as your President. It has truly been an honor and privilege. This past year has been a lot of hard work, but it was fun hard work. Giving back to my industry and peer group has been rewarding beyond words. Now seeing this is my last article ever for the rest of time, I’ll take this last opportunity to pitch you one more time on two things—so here comes my last pitches. Please join me (August 6th – 8th) for the PIAW 65th Annual Convention in beautiful Lake Geneva at the Grand Geneva Resort and Spa. Rumor has it that I’ll be getting one hell of a sendoff party, so now you have the perfect reason to come and whoop it up and enjoy all the benefits of a PIAW convention. See you there. PIAW is all dialed in and running with social media. Mandy has been posting outstanding material on Facebook, LinkedIn, and Twitter. Please pick your favorite social media venue and follow PIAW—it’s Awesome. Again, I thank all the volunteers, staff, agent members, and company partners. You are what make PIAW the best. Cheers J.J. Glass
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JULY 14 3
Memos from
Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin
This ain't Your Father's Old Convention! IT CAN’T BE TRUE that it’s almost the middle of summer
as “The Education Association”.
already. I have vivid memories of a long, brutal winter, spring that shot right by me and now it is almost convention time. It seems that every year screams past me faster than the previous year.
And at PIA National, new member growth exceeded the 10% goal set by National leadership, in spite of continued mergers, acquisitions and retirements of the baby boomer generation. This truly was an exciting year for the PIA family.
At PIAW, this has been an historic and incredibly busy year. We have reached some milestones that should make our membership proud of the dedicated volunteers and staff. In this past fiscal year, a record number of new members joined your association. 647 Wisconsin agencies now proudly fly the PIA flag, by far the largest number of agencies in any agents association in our state and the third largest PIA affiliate in the country.
I want to thank all the volunteers who worked tirelessly on your behalf. Committee members, the Board of Directors, agents, agency employees and company folks all pulling in the same direction make a tremendous contribution to the overall success of the organization. At the Madison office, our staff of Becca, Brenda, Darcy, Heather and Mandy deserves kudos from all of us for a job well done. The wheels would fall off the bus without their daily energy and efficiency.
We have amped up our legislative activity in Madison to a level never seen before. PIA took action on more pieces of legislation than any agents association during the most recent legislative session. Of course, our efforts were concentrated on our core mission of protecting and enhancing our member’s interests. But we also expanded our reach to issues affecting small businesses since PIA members (and their clients) are small business people and those issues are vital to their success and profitability. PIA was invited to the Governor’s office three separate times to be part of “Bill Signing” ceremonies due to our relentless advocacy for agents and small business.
AND NOW COMES the convention. Lieutenant Governor
We added even more education opportunities with the introduction of a dynamic webinar series which allows agents to get CE credits on a wide variety of topics from their home or office. It’s no wonder PIA is often referred to
4 JULY 14
Rebecca Kleefisch will kick-off the Friday breakfast session when she addresses the attendees. We are proud that the Lieutenant Governor jumped at our invitation to speak to a gathering of the cream of the insurance industry. From the opening golf outing (which raises enough money to award $25,000 in scholarships each year), through the parties, education seminars, trade show, business meeting, awards dinner and the final “Train Your Brain for Success” and “Create an Effective On-line Marketing Plan” sessions, you will be amazed at the value you receive from attending this terrific annual event. If you have not been to a convention for a while, you will find that “This ain’t your father's old convention!” Register now.
AND REMEMBER …..People have one thing in common; they are all different.
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JULY 14 5
From the
Boardroom Tracey Oestreich, CIC, AU, CPIA — Director, PIA of Wisconsin
Give Back and Volunteer – the Benefits are Endless– Take it From Me I have been a PIAW volunteer for about the past 15 years. I understand that with our busy lives it can be a challenge to find the time to volunteer. However, the benefits of volunteering are enormous to you, your industry, your agency or company, your family and even your community. Volunteering increases your social and relationship skills. It gives you the opportunity to develop and actually practice these skills by meeting with a group of your peers with common interests. Whether your passion is education, technology, public relations, or anything else related to the insurance industry, you can contribute at PIAW and help make a difference. You will find you will have an easier time branching out and creating more contacts, expand your network and boost your social skills. The networking could help you down the road to solve a problem or to exchange ideas as you meet and socialize with fellow agents, CSR’s, and company representatives at PIAW committee meetings. Volunteering increases self-confidence, self- esteem and overall life satisfaction. You will find you will do good for others and for the industry you work so hard for and care for. By creating a feeling that you are doing good for others and for yourself, it provides a natural sense of accomplishment. Your volunteer role will also give you a wonderful sense of pride and identity. You will feel better about yourself and have a positive view of your life and future goals. Volunteering gives you opportunity to practice important skills used in the workplace, like teamwork, communication, problem solving, project planning, task management and organization. The volunteer experience may help you feel more comfortable and confident in taking on more responsibilities at work once you have had the time to practice these skills first in a volunteer position. Please consider becoming a PIAW volunteer. This will connect you with the visionary dynamic leaders of PIA through the committees and task forces. Volunteering for the PIA allows you to give something back to your profession and can help strengthen your business. What you can and will learn from the volunteers inside the walls at PIA can help you on the outside. It is invigorating!! You can help build on the foundation that former presidents and hundreds of volunteers have built to keep PIAW as the dynamic leader 6 JULY 14
in education, products and services to help our members be more profitable and professional. PIAW needs you to get involved and share your input and energy to help carry the PIAW banner forward. Being a volunteer can do incredible things for you and for your career. I have nothing but awesome things to say about the past experiences I have had, especially over the past 6 years serving on the PIAW Board of Directors and humbly serving as President back in 2012 to 2013. All the things I share with you in this article are true and come from my heart. I am a better agent, better friend, better mentor, better parent, better spouse (and on and on…) and a better person due to my involvement in the PIAW. Please – step up to the plate and volunteer. You will NOT regret it. SEE THE COMMITTEE SIGN-UP INSERT IN THIS ISSUE!
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JUNECE 14VIDEO 7
Outstanding
CSR of the Year Alissa Rosenow, CISR — Account Administrator, HNI Risk Services, LLC
Congratulations Alissa! The Outstanding CSR of the Year Award is one of the greatest professional honors a customer service representative can receive. It confers recognition of the highest order – an acknowledgement of the recipient’s dedication and ability, commitment and outstanding achievement. Wisconsin’s recipient, Alissa Rosenow, will go on to compete for the National Outstanding CSR of the Year.
“ It is generally agreed that new business and renewal business are crucial to the success of an agency. Explain whether new business or renewal business is more important to the long-term value and profitability of an agency. Identify four ways a CSR, Account Executive, or Account Manager can have a meaningful impact on the new and/or renewal business written by their agency.”
Alissa's WINNING ESSAY In any service interaction—whether it be with a customer or a prospect—a successful team of a CSR, Account Manager and Account Executive work together like a well-oiled machine. Touch points with each customer may vary based upon the stage of the relationship, but the successful team conveys a uniform message of confidence, trust and a genuine interest and concern for the customer and their business on both a professional and personal level. Both new and renewal business play a very important role in the long-term value and profitability of an agency. Many agencies, however, put an emphasis on sales goals and treat retention as an afterthought. I would challenge that perspective. While new business does add value and profitability to an agency, in the grand scheme of things, it’s a much smaller portion of the overall business. The bulk of an agency’s profitability comes from renewal business and cultivating long term relationships with customers. While there are countless ways a CSR, Account Manager, or Account Executive can impact an agency’s profitability, I would outline four essential areas of focus:
1) Rounding out the account Existing business has potential to contribute to growth as well. If you partner with financially strong, up-and-coming firms, they will develop over the years and grow in revenue, employee count, and in account size. By demonstrating your expertise and service excellence to your existing clients, you also open the door to opportunities to add things like new lines of coverage, employee benefits and advisory and consulting services. Many times rounding out these accounts serves to further solidify your relationship with the customer - creating long lasting business partnerships and personal friendships. 8 JULY 14
2) Providing value-added services to the client Servicing these accounts is a total team effort from the CSR to the Account Manager to the Account Executive. The Account Manager is the customer’s main point of contact on a day-to-day basis and acts as the team’s quarterback. The Account Manager is responsible for keeping everything moving, delegating as needed to the CSR and involving the Account Executive when needed. A skilled Account Manager can offer many value-added items to their client, including claim reviews (monthly, quarterly, or annually), stewardship reports, and workers’ compensation mod review and audit. When other services are needed, the Account Manager can consult with other departments and subject matter experts to provide services the customer may need.
3) Building long-lasting relationships with the client Many times, the Account Manager forms the closest relationship with the customer because they are the main point of contact. That personal touch further solidifies the partnership and shows that we hold a genuine interest in the long-term profitability of our customers businesses. The CSR also plays a vital role in building the relationship with the client, as many of the most time-sensitive requests fall into their hands. Timely processing of all endorsements and providing verification that all policies were issued as specifically requested when bound are key service deliverables the CSR drives, as well as monthly/quarterly loss run and a review of the annual audits with a clear and concise explanation of how they were calculated. The impression of these day-to-day service interactions and the relationships that are formed with team members are of the utmost importance when it comes to retaining customers.
4) Offering industry expertise
a unique perspective to the customer, offering insight on
The Account Executive role in the customer relationship takes on many forms, some of which are outside the realm of insurance. As a trusted advisor, the Account Executive is the eyes and ears of any changes that may affect the insured and their business. They know the in’s and out’s of the insurance policy and its coverages, and they work with the insured to find any gaps in their current coverage and find ways to fill those gaps.
strategies they’ve seen succeed in other like organizations.
The Account Executive is a trusted resource in many aspects in providing advisory services many times beyond the insurance program. An Account Executive managing a group of accounts in a particular niche can often provide
experience ties directly to profitability through renewal
This could include industry advice, helping the customer develop a competitive advantage in their own business environment, or helping to change internal company culture to develop a healthier working atmosphere. The Account Executive, Account Manager, and CSR, all have roles that are vital to shaping the customer experience. That business, and also sets the stage for new business growth via referrals from happy customers. A high performance service team is truly the linchpin of an agency’s success.
2014 wisconsin outstanding csr of the year candidates Marisa Braun – WEA Trust Member Benefits Kelly Killian – Robertson Ryan & Associates, Inc. Kristi Kulas, CIC – M3 Insurance Derek Laczniak, CIC – M3 Insurance Dawn Mueller, CISR – Robertson Ryan & Associates, Inc. Linda Schlieper, CIC – The House of Insurance Kelly Staerzl – M3 Insurance Trisha Stark – M3 Insurance
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JULY 14 9
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
Hector Aguilar, 12237 Silicon Dr., Ste. 150, San Antonio, TX 78249, 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. Eric John Bergstrom, 29 Sturges Rd., Reading, MA 01867, 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 the documentation required for life settlement broker licensure. E.J. Michael Bergum, 121 S. Main St., Lake Mills, WI 53551, agreed to pay a forfeiture of $500.00 and agreed to cease and desist from submitting insurance applications without customer authority. This action was taken based on allegations of submitting a term life insurance policy application without a customer’s permission. Sharon L. Boatwright, 17918 Saxonburg Rd., Two Rivers, WI 54241, had her application for an insurance license restricted for a period of 18 months. During this period, she may only work for her current employer and this restriction will be removed at the end of the 18-month period if she maintains a clean criminal and employment record. This action was taken based on allegations of failing to disclose criminal convictions on a licensing application, having unpaid money judgments, failing to provide a complete response to OCI inquiries, and having a criminal conviction which may be substantially related to insurance marketing type conduct. Johnny C. Brown, 2041 S. 15th St., Milwaukee, WI 53204, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, having a criminal conviction which may be substantially related to insurance marketing type conduct, and having unpaid civil money judgments. 10 JULY AUGUST 14 13 10
Bradley J. Bryson, 225 N. Main St., Adams, WI 53910, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Terry Erskine Byrum, 4343 Morning Glory Rd., Colorado Springs, CO, agreed to pay a forfeiture of $500.00 and agreed to cease and desist from withholding complete information on licensing applications. These actions were taken based on allegations of failing to disclose a criminal conviction on licensing applications. Ricardo Cardenas, 79-10 156th Ave., Howard Beach, NY 11414, had his insurance license revoked. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely report administrative actions taken by the states of California, Washington, Virginia and Kentucky. Terry L. Castonguay, 21665 Sierra Dr., Brookfield, WI 53045, 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 having unpaid civil money judgments. Laurel J. Cruz, 6601 N.W. 14th St., Ste. 11, Plantation, FL 33313, 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 evidence of eligibility to work in the United States. Amy J. Dahlquist, 3833 Welcome Ave. N., Crystal, MN 55422, had her insurance license revoked. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, failing to report an administrative action taken by the state of Minnesota, and failing to notify OCI of an address change. Daniel G. Davila, 1649 Arlyn Cir., Apt. G, Charlotte, NC 28213, had his insurance license revoked. This action was [continued on page 12]
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OCI Administrative Actions [continued from page 10] taken based on allegations of failing to respond promptly to inquiries from OCI related to a pending criminal charge. Stephanie Decorah, N6216 Onondaga Dr., Oneida, WI 54155, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Jeffrey R. Dobrunz, 229 E. Roeland Ave., Appleton, WI 54915, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI, having a criminal conviction which may be substantially related to insurance marketing type conduct, failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, and having unpaid civil money judgments. Stephanie M. Eul, 23518 81st St., Salem, WI 53168, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Mitchell F. Fink, 811 N. Woods Ln., Waukon, IA 52172, agreed to surrender his Wisconsin insurance license and agreed not to reapply for Wisconsin licensure for a minimum of 5 years. These actions were taken based on allegations of failing to report criminal convictions on a licensing application, failing to timely report criminal charges and convictions to OCI, having criminal convictions that may be related to insurance marketing type conduct, making misrepresentations to insurance consumers, providing false information to the Iowa Insurance Division, failing to notify OCI of address changes, and having unpaid civil money judgments. Matthew G. Gempeler, 1209 Downing Dr., Waukesha, WI 53186, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to report a criminal conviction on a licensing application. Daphney Ann Hilson, 2060 Fairview Ln., South Holland, IL 60473, had her application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to inquiries from OCI regarding license reinstatement. Thomas J. Krause, 2145 Dickinson Rd., Apt. 13, De Pere, WI 54115, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Honor D. Lassiter, 5455 N. 75th St., Milwaukee, WI 53218, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Debra A. Latham, 33628 Territorial Dr., Mukwonago, WI 53149, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes Sammy L. Menton, Jr., 11617 W. Fooks Dr., Youngtown, AZ 85363, agreed to pay a $500.00 forfeiture and agreed to the suspension of his insurance license for 31 days. These actions were taken based on allegations of failing to respond promptly to OCI, failing to report an address change to OCI, failing to timely disclose a criminal conviction to OCI, and failing to disclose a criminal conviction on a licensing application. 12 JULY 14
Autumn F. Michalski, 222 Sturgeon Eddy Rd., Wausau, WI 54403, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Linda L. Mulford, 1710 E. First St., Merrill, WI 54452, 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 having unpaid civil money judgments. Mark A. Nelson, 4551 Acorn Ln., Rhinelander, WI, 54501, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose criminal charges and convictions on a licensing application and having unpaid civil money penalties and court fees. Cory C. Palmcook, W10746 Natures Tr., Crivitz, WI 54114, 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 having unpaid civil money judgments. Gary K. Pasek, 3010 W. American Dr., Milwaukee, WI 53221, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes. Jose Miguel Perez de Corcho, P.O. Box 141516, Coral Gables, FL 33114, 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 licensure. Alvin M. Quiogue, 3800 Sonata Dr., Union, KY 41091, 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 licensure. Shelly A. Samolinski, 1555 N. Joliet St., LaSalle, IL 61301, agreed to pay a forfeiture of $500.00 and agreed to timely report any administrative action taken by any state. These actions were taken based on allegations of failing to timely report an administrative action taken by the state of Illinois. Amy S. Townsend, 2553 15th St. S., La Crosse, WI 54601, agreed to the denial of her application for an insurance license for 60 days; agreed to submit documentation of the successful completion of a deferred criminal prosecution agreement; agreed to be employed by a specific agency and to have her insurance activities supervised by a licensed agent until June 1, 2015; and agreed to notify OCI within 10 days of any probation, civil, or criminal violations before that date. These actions were taken based on allegations of having a criminal conviction which may be substantially related to insurance marketing type conduct and having an unsatisfied civil money judgment. Jawondee Whitney-Tuck, 4000 W. Rivers Edge Cir., Unit 22, Brown Deer, WI 53209, 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 having unpaid civil money judgments.
Willie Rodney Wesley, 8425 N. 46th St., Milwaukee, WI 53223, was ordered to pay a forfeiture of $500.00 and was ordered to cease and desist from issuing binders of insurance coverage for which he lacks the proper authority. These actions were taken based on allegations of issuing an insurance binder on behalf of the Wisconsin Insurance Plan (WIP) when he was not an agent or representative of WIP and did not have the
Allegations
and
authority to issue binders on its behalf. Tou Moua Yang, 7529 15th St. Ln. N., St. Paul, MN 55128, had his application for an insurance license denied. This action was taken based on allegations of failing to respond promptly to requests from OCI and having a criminal conviction which may be substantially related to insurance marketing type activities.
Actions Against Companies
Blue Cross Blue Shield of Wisconsin, N17 W24340 Riverwood Dr., Waukesha, WI 53188, agreed to cease and desist offering coverage with inadequate system functionality and agreed to provide a letter of acknowledgment of the issue, activate coverage for appropriate effective dates, issue premium notices for periods of coverage, and reprocess any claims that were denied as a result of the system error. It also agreed to verify that applications for coverage are properly activated in its enrollment and billing system and agreed to develop procedures to monitor the accuracy of its system consistent with offered products. These actions were taken based on allegations that the company’s enrollment and billing system was not updated to reflect statewide coverage availability and premium billing.
E-Disability, Inc., 330 A St., San Diego, CA 92101, had its 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 state MGA licensure Group Health Cooperative of South Central Wisconsin, P.O. Box 44971, Madison WI 53711, agreed to pay a forfeiture of $500.00. This action was taken based on allegations of failing to file a required report by the due date. Symmetry Financial Group LLC, 204 Whitson Ave., Ste. 2B, Swannanoa, NC 28778, had its 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 state MGA licensure.
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JULY 14 13
ANNUAL MEETING NOTICE and
Nominations Committee Report The Annual Meeting of the Professional Insurance Agents of Wisconsin, Inc. will be held at 11:15am on Thursday, August 7, 2014 at the Grand Geneva Resort, Lake Geneva, Wisconsin. At that meeting, the Nominations Committee will place the following names in nomination for election to the Board of Directors. In accordance with PIA procedures, we are publishing photos and a brief biography of each nominee. Nominations will be accepted from the floor at the annual meeting and each nominee will speak on their own behalf prior to the election. Each director elected will serve a three year term beginning at the installation ceremony that evening. JEREMY CORDOVA, Cordova Agency, Inc., Merrill, WI. Jeremy has been in the insurance business for over 10 years. He has a Bachelor’s degree in Wildlife Ecology from University of Wisconsin-Madison. He is a member of the Merrill Chamber of Commerce Board, Merrill Rotary, Merrill Little League Baseball. Principal companies: West Bend, ACUITY and Society. Jeremy has served on the PIAW Legislative Committee and has attended the Federal Legislative Summit two times. LOUANN HERRIGES, CIC, CISR, ACSR, Anderson’s Insurance Associates, New Berlin, WI. LouAnn has been in the insurance industry for 44 years. She is a high school graduate and has attained the CIC, CISR and ACSR designations. She is a past Board Member for East Troy Community Band, past member of the Lioness Club and participates in the American Cancer Society cancer walks. Principal Companies: West Bend, Hanover and Auto-Owners. LouAnn served on the Automation Committee for three years, the Education Committee, Public Relations Committee and Legislative Committee. She is the current Vice President of PIAW. MICHAEL KEENER, CIC, Keener Insurance Solutions, LLC, Germantown, WI. Michael has been in the insurance business for 10 years. He has an Associate’s Degree from University of Wisconsin-Waukesha and has earned the CIC designation. He is a freshman golf coach at Slinger High School and a volunteer church leader at St. Peters Parish. Principal companies: West Bend Mutual, Auto-Owners and Hanover. Michael has served on the YPC Committee for three years. BRIAN MACGILLIS, MacGillis Agency, Inc., Fredonia, WI. Brian has been in the insurance business for 11 years. He has a Bachelors in Risk Management from the Carlson School of Management at the University of Minnesota and has earned the CPIA designation. He is a founding member of the Fredonia Chamber of Commerce, member of the Cedarburg Chamber of Commerce and an active member at St. John’s in Plymouth. Principal companies: Wisconsin Mutual, Partners Mutual and EMC. Brian has served on the Automation Committee and Legislative Committee, five years on the YPC Committee and has been the chair of the Membership Committee for two years. He is currently Secretary of PIAW.
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6
Annual Convention 5th
August 6-8, 2014
va Resor t & S nd Gene Gra Lake Geneva, WI pa
Our Generous Sponsors Thank You! Gold ACUITY American Modern Insurance Group CapSpecialty EMC Insurance Companies Integrity Insurance Partners Mutual Insurance Company Pekin InsuranceŽ Progressive Society Insurance The Hanover Insurance Group The IMT Group West Bend – A Mutual Insurance Company Wilson Mutual Insurance Company Wisconsin Mutual Insurance Company
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JULY 14 15
"All I Want
to do is
Sell"
If this is your your customers will vanish
Mantra, by John Graham
It was an early morning meeting chaired by the SVP. There wasn’t any reason to anticipate fireworks this particular day so the atmosphere was, to say the least, rather relaxed. A sales manager was the last to arrive, whispering to the person next to him as he sat down, “All I want to do is sell.”
T
The meaning was clear. He viewed meetings and all other “non-selling” tasks as unnecessary interruptions keeping him away from the job of selling. His meeting intolerance was palpable, announcing at the start that he would be leaving early for an appointment. Taking a strong stand against all the ‘stuff’ that interferes with ‘making sales’ may seem long overdue to many in the business. But before getting too excited, the “all I want to sell”
16 JULY 14
message cuts another way. Although the results are anything but new, the Gallup organization’s 2013 “Honesty/ Ethics in the Professions” survey puts the so-called ‘persuasive professions’ at or near the bottom of the trust scale, including salespeople, lawyers, Members of Congress, business executives and lobbyists. It’s ironic that the greater the emphasis on “making the sale,” whether of a product or an idea, the more customers pull back mentally, physically or both. No one wants to
be cornered and made to feel inadequate and manipulated. When that happens, some customers run, while others cave in and buy what they don’t want or understand. Later, they’re angry, not just at the salesperson, but at themselves for not saying no. It doesn’t need to be this way. For salespeople who want to stand out from the crowd, here are four actions that will put them where they belong — high on the trust scale:
1. Manage the selling process instead of trying to control it. What drives customers crazy — and away — is a feeling of impotence when faced with someone who is skilled at taking control. Until recently, customers couldn’t do much about it. Now, they view themselves as better informed (sometimes more than they are) and refuse to be passive. Now that control has passed to customers, savvy salespeople have a unique opportunity to manage the sales process. This is a game changer and the opportunity to win customers by: 1. Asking questions that engage the customer 2. Listening intently and reflecting back to clearly understand customer issues 3. Encouraging feedback when offering choices 4. Clarifying objections for gaining insight into what a customer is thinking.
easy to dismiss criticism, ignore the need for improvement, and disregard suggestions from others. Most importantly, it keeps us from asking the important sales questions: •
Do I understand what the customer is looking for?
•
Am I sufficiently prepared for this presentation?
•
What have I missed? What don’t I know that I should know?
•
Do I have a clear understanding of the competition’s solution?
•
What could go wrong and am I ready to handle it?
•
Do I have the answers to the questions the customer is likely to ask?
There’s a very fine line between self-confidence and arrogance and to cross it is to put a sales career in jeopardy.
4. Cultivate the response you want. Bill Pineo at The Tile City in Avon, Mass. is not an average salesperson. He came up to a couple looking at bathroom tile and gently entered the conversation. He asked a few questions and listened intently to what they said. He then guided them to several displays, where he asked more questions and pointed out certain tile characteristics, while encouraging them to take pictures of their choices.
All of this helps move the sales process forward to a conclusion that best fits the buyer.
When finishing up, Bill asked for the order and the couple
2. Talk about what your company can do for customers instead of talking about your company. “One of the most important things a
you mind if I stayed in touch with you?” he asked. And he
businessperson can do — especially an owner or someone who is involved in sales — is to learn how to speak about their business to others,” wrote Aileen Pincus in Bloomberg Businessweek several years ago. Being instantly able to speak clearly and persuasively about their company is a test everyone in sales must pass with flying colors. These words have become near ‘sacred text’ status to those in sales.
again and the couple placed the order.
Unfortunately, if you have such a ‘sales pitch’ or ‘elevator speech’, it’s time to get rid of it because no one wants to hear it. Of course articulating what your company does should be second nature, but the ability to express clearly and with enthusiasm what your company can do for customers holds far more interest and value.
3. Cultivate self-doubt to enhance your selfconfidence.
let him know where they were with their project. “Would followed through, checking in with them regularly for several months. A few days after they hired a contractor, Bill called Bill Pineo did two important things right. First, by positioning himself as a facilitator or helper, someone who knew the tile business and wanted to assist his customer, Bill managed the sale. Second, by staying in touch, he let his customers know he was going to be there when they were ready. The process convinced the couple that Bill was serious and wanted the sale. “He deserved it,” they said. This story is an example of what Dr. Robert B. Cialdini, the famed persuasion expert, calls ‘The Principle of Reciprocation’. It’s what occurs when the salesperson helps customers and manages the sales process so they want to respond positively by placing the order or making referrals. It’s the difference between a good experience and a bad one.
No one questions the immense role of self-confidence in sales. Even so, it’s easy for self-confidence to morph into being too confident. This is when customers back off; no one wants to be around someone who comes across as self-centered and arrogant.
Anyone who wants to reach the top in sales should think
This is why self-confidence needs to be balanced with a healthy amount of self-doubt. Having too much self-confidence makes it
eBulletin, “No Nonsense Marketing & Sales.” Contact him at
seriously about reaching the top of the trust scale. John Graham of GrahamComm is a marketing and sales strategistconsultant and business writer. He publishes a free monthly johnrg31@me.com, 617-774-9759 or johnrgraham.com. JULY 14 17
Each approved for 3 WI CE Credits. Live. No Test. No proctor. V i sit w w w .pi aw .org for a W e b in a r d e m o a n d c o u r s e d e s c r ip t io n s. (a) (b) (c) (d) (e) (f) (g)
National Health Care Reform Ethics for Insurance Professionals (Ethics CE and Utica approved) BIP(idy) BOP(idy) BOO(ze): Turning Three Mundane Coverages Into Magic CHAOS: Contracts, Hold Harmless, Additional Insureds and Other Stuff Cybertech: Recognizing and Insuring Electronic Risk It’s Personal: Home and Auto Exposures Your Insured Won’t Tell You Social Networking: OMG or E&O? (Utica approved) July (f) 9th (a) 21st (g) 23rd (b) 25th
12 – 3 12 – 3 8 – 11 8 – 11
pm pm am am
AUGUST (c) 12th 12 – 3 (a) 15th 8 – 11 (e) 18th 12 – 3 (b) 19th 8 – 11 (d) 25th 12 – 3
pm am pm am pm
Fee per Webinar: $50 PIAW Member / $60 Non Member All times CST If you need WI CE from a webinar that takes place the last week of your deadline please contact PIA. Register at www.piaw.org or call PIA at 1-800-261-7429
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
SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854 18 JULY 14
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 - Wauwatosa (7 WI CE) 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. 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 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.
2015 Dates CPIA 1 – March 13, 2014 Coming Wisconsin Mutual Insurance Madison, WI Soon!
CPIA 2 – August 21, 2014 Radisson Paper Valley Appleton, WI
CPIA 3 – October 9, 2014 Kelmann Restoration Wauwatosa, 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
JULY 14 19
the 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; Martin.Brian@PartnersMutual.com or Mike Ottman at 262.432.3418; Ottman.Michael@PartnersMutual.com.
Step Up To Elite Status CISR Elite, That is. For CISRs who aspire to be more-who seek to distinguish themselves as Elite. When you love what you do, and want to be the best, It’s time to step up. it time to Become a CISR Elite.
www.piaw.org 800-261-7429
Attention Utica E&O Policy Holders: The following PIAW education classes are approved for Utica’s premium discount. Please contact Darcy at PIA for details. 1-800-261-7429 or dbrown@piaw.org • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • PIAW Ethics and E&O Seminars • PIAW Conducted In-House Seminars
Education Schedule: www.piaw.org or 1-800-261-7429
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.
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For additional information about PIA Trust Insurance Plans, please contact your local PIA Affiliate or call the Plan Administrator at 1-800-336-4759. Additional information is also available on-line at www.piatrust.com. Policies or provisions may vary or be unavailable in some states. Policies have exclusions or limitations which may affect any benefits payable. Underwritten by Unimerica Insurance Company, Portland, ME. Administered by Lockton Risk Services.
JULY 14 21
If you have lived in Wisconsin long enough, you likely know what a “yooper” is.
22 JULY 14
WAHU, the PIA, and the ACA
Yoopers
A
by Alice O'Connor, Executive Director Wisconsin Association of Health
As defined by Merriam-Webster’s Collegiate Dictionary, “yoopers” are those who “up dere in da Upper Peninsula, Michigan”. This terminology sounds foreign until you get familiarized with its context and meaning. It is not all that different from the new terminology folks are now dealing with since the Affordable Care Act (ACA) became law last year. Navigators. Exchanges. Assisters. Marketplace. Metal Plans. Minimum essential coverage (MEC’s). Essential Health Benefits (EHB’s). Or even the difference between Minimum Value (MV) or Actuarial Value (AV).
you will be responsible for the difference on your yearend tax return.
The IRS definition of “modified adjusted gross income” determines eligibility for subsidies (line 4 of a Form 1040EZ or line 37 of Form 1040) when your shopping for insurance through the ‘Obamacare’ Marketplace.
•
THE CADILLAC TAX
•
MEDICARE AND QUALITY PAYMENTS
If you don’t understand what is being said or talked about, how can you help your clients? The Wisconsin Association of Health Underwriters (WAHU) is the single largest voice of independent health insurance agents across Wisconsin and we value our strong collaboration with the PIA and your members. WAHU agents know no one can possibly know all the ins and outs of the 22,000-page law. The confusion and misinformation has been amplified by more false starts than even the most disorganized track meet. Even if you have figured out which “metal” plan on the exchange might best serve the unique needs of your client and their employees, different terms have different meanings and ramifications for both employers and individuals. Your confusion could mean penalties, taxes, different subsidies or payback of subsidies, even sticker shock for individuals who come to realize that the plan they signed up for no long allows them to see their doctor.
Businesses subject to the ACA’s employer mandate are required to only provide health insurance
MODIFIED ADJUSTED GROSS INCOME & THE ACA As a rule of thumb, the less you make, the lower your premium (thanks to subsidies in the form of advanced premium tax credits). Even though subsidies can drastically lower the amount of the premium one pays, keep in mind if you gain or lose income during the year,
MEC = Minimum Essential Coverage is a lower threshold than an Essential Health Benefit (EHB). MECs are a mandate for individuals under the ACA to avoid a penalty tax.
EHB = Essential Health Benefits are 10 essential benefits that Qualified Health Plans (QHPs) must cover.
MV = Minimum Value is higher than MEC coverage. MV
to employees who work 40 hours or more a week. •
ACA says certain Medicare payments will be linked to the quality care. However, we really don’t know yet how successful this will be until quality measurements are more uniformly defined (to help drive who is reimbursed for what).
Here is a glossary to help you understand some of the language:
Let me share just a few snippets that WAHU member agents can tell you more about if you want to know more: •
The ACA says beginning in 2018, a 40 percent excise tax will be imposed on the value of health insurance benefits exceeding a certain threshold. The tax will apply to both fully insured and self-funded plans. In the case of fully insured coverage that exceeds the applicable threshold, the “issuer” is responsible for paying the 40 percent excise tax. (That means the insurer.) In the case of self-funded coverage, the plan administrator (normally the employer), is responsible for paying the excise tax. There is a lot we simply don’t know yet, but we will share information as soon as we know.
is 60% Actuarial Value (AC) and is met when a plans pays an average of at least 60% of the Actuarial Value of allowed benefits under the plan. (Note: Affordability is the requirement that the employee cost for self-coverage cannot be more than 9.5% of the employee’s income.) [continued on page 24] JULY 14 23
Yoopers. . . [continued from page 23] MVs affect large employers in order to avoid possible penalties under the Employer Share Responsibilities (ESR) of the ACA.
•
AV = Actuarial Value is defined as the proportion of covered medical expenses an insurance policy is expected to pay as compared to the percentage the insured is expected to pay via deductibles,, co-insurance, co-payments and other out-of-pocket expenses. An Actuarial Value of 100% means the plan would pay all medical expense. AV does not take premiums into account or consider how broad or narrow a plan’s provider network is. WISCONSIN’S CURRENT REALITY According to CMS, 140,000 people in Wisconsin have bought insurance through online marketplaces with 91% qualifying for subsidies that reduce their health plan costs. OCI has no way of confirming those numbers so we assume they are accurate. Healthcare this year will account for 18% of our national economy according to the Office of Actuary of the Centers for Medicare and Medicaid Services. It is likely to increase to 20% or $5 trillion by 2022. In the big scheme of things, expanded coverage under the ACA is projected to be only a sliver of future health care spending costs. Even though we haven’t really made
affordable and care linked, the ACA has redistributed costs, the burdens and benefits of health care. Costs are supposed to be offset by various taxes and penalties, slower growth in Medicare payments to hospitals and lower payments to insurance companies for Medicare Advantage plans. Time will determine the truth of those assumptions. As you move forward with your clients, please do not throw up your hands and say, “The ACA is too overwhelming, I am not going to deal with it.” Let a WAHU member who has been investing a lot of time getting up to speed, help you. The law will continues to expose a plethora of problems, but it is not going away. An ostrich mentality (if I bury my head in the sand long enough it will go away), won’t serve your clients. Even the federal government is now realizing people need agents. Please feel free to give the WAHU office a call if you need help with a specific problem in a specific part of the state. We will get you to the right health insurance agent and try to solve the challenges you face. Den ya might even have time to enjoy da up nort beauty a little bit before it is once again impossible to get da tan. WAHU and the PIA are very good partners. Let’s keep it going!
PEOPLE WHO EARNED THIS ALSO EARNED MORE
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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.
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Register at www.piaw.org or call 1-800-261-7429
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6
l Conventi a u n n A on 5th
Still Time to Register! Visit www.piaw.org or call 1-800-261-7429
August 6-8, 2014
va Resor t & S nd Gene Gra Lake Geneva, WI pa
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Mid
dle
eels Wh Squ
Fat
eaky
it r C
l a ic
o e P
e l p
Employees
Come in three flavors
Mike was the CFO of a large manufacturing company in Texas. He was an outstanding executive and he accepted this position because it suited his strengths to a tee. The company was looking for a very strategic Head of Finance who could work in partnership with the company’s CEO to take market share in existing markets, enter new markets and diversify their product line.
W
by Agency Consulting Group
When Mike started his new job he quickly realized that there was a huge problem. The way the department was set up he had to spend all of his time looking at the past instead of working with the CEO to plan the future. He also found himself working 70 – 80 hours per week.
When you recognize the “flavor” of the individual employee, and prioritize your time accordingly, you position them for the highest potential for success—for themselves and for the company.
Mike knew this was unsustainable for several reasons. He was not using his talents and would eventually become disengaged and frustrated. He was also not doing what he was hired to do, which would quickly become a source of irritation to the CEO and detrimental to the company as a whole.
Critical People
Mike assessed the situation and discovered that a few of his employees’ current roles were a substantial waste of talents and individual skillsets and having a negative impact organizationally. So, he reorganized the department and prioritized his time. He decided who his high-potential staff members were—his Critical People—and redesigned their job descriptions to allow them to take on more crucial projects. He found the Squeaky Wheels on the staff and provided essential training, and then determined who needed a bit of motivation or to be moved on. Mike had identified the “flavors” of his employees. Like a workplace Neapolitan ice cream, employees typically come in three distinct “flavors”: your Critical People, the Squeaky Wheels and the Fat Middle. Most managers and supervisors either attempt to manage every employee from each of these groups in the same manner. Or worse, they spend the majority of time with their Squeaky Wheels – rewarding bad performance or behavior. Either results in a loss of productivity and engagement, and inevitably, an unfulfilled and unhappy staff – and frustrated and time-poor manager.
These can be obvious—the real superstars who consistently under-promise and over-deliver, but they can also be not-soobvious, those quiet achievers or Steady Eddies. They may never be superstars; in fact, they may be barely above mediocre—but they are consistent and reliable. They may also be those staff members who hold important intellectual property or jobs no one else wants to do. They may have great customer relationships or know a lot about the organization itself. In any case, you don’t want to lose them. You should prioritize your time so that 80% of it is spent dedicated to these people for three main reasons: • Allowing them to mentor with and learn from you will help them grow and develop in their own career. • If you don’t give them the time and attention they deserve (and may crave), they may not understand how important they actually are, which can lead to frustration, hurt feelings and even a sense that they aren’t appreciated. The number of people who walk into recruiters’ offices looking for a new role because they didn’t feel appreciated by their boss is astonishing—and easily avoided. • The third reason was discovered by the Gallup Organization. Their research showed that if managers spent 80% of their time with the top 10 - 20% of [continued on page 30] JULY 14 29
Employees. . . [continued from page 29] their staff they would become even more productive and engaged. As the saying goes, “a rising tide lifts all boats.” If you empower those of your staff who really want to perform they will help you manage the others. By spending more time with your Critical People, you will increase productivity, manage your time effectively and have more engaged staff and increase retention rates.
The Squeaky Wheels At the other end of the spectrum you have your Squeaky Wheels. It’s often said that “the squeaky wheel gets the grease,” and perhaps that’s a good thing in a mechanic’s workshop. In a business environment however, it’s a recipe for poor management, high staff turnover and low productivity. There are a couple of types of Squeaky Wheels: the highperformers who are also high-maintenance, and those who squeak because they present either a performance or a behavior issue. Spending an over-abundance of time with these employees will become problematic, and again, sends the wrong message to staff. So what about your Squeaky Wheels? Should you just ignore them? Possibly—but in a business setting, a more proactive approach can be beneficial to the collective team. There are three scenarios you can utilize: •
Hold a formal conversation to set more clear objectives or key performance indicators, and give them the necessary training required to accomplish them and hold them accountable for doing so.
•
Determine their internal motivators, or Currencies of Choice, and use those to inspire them to a higher level of
30 JULY 14
performance or better behavior. •
Move them on. Let them squeak on someone else’s bus.
The Fat Middle This “flavor” is comprised of the remaining 60-70% of your workforce. Miraculously, when you devote the majority of time to your Critical People and avoid the urge to grease the Squeaky Wheels, the Fat Middle takes care of itself. The good ones desire to feel the inclusion and attention they see managers giving to the Critical People. They tend to become more engaged and to develop more quickly, especially if the manager empowers the Critical People to help train, mentor and motivate the Fat Middle. Within six to eight months of managing his team by their individual “flavor,” Mike was back working a reasonable work week and spending his time working with the CEO on strategy—exactly what he was hired to do. As an added benefit, employee retention went up as a result of the staff being deployed properly, working together much more effectively and enjoying their own jobs to a much greater extent. By identifying and classifying the types of his employees, he righted the overall course of the company. And you can do the same with yours. Kim Seeling Smith is an international human resources expert and author of the forthcoming book, Mind Reading for Managers: 5 FOCUSed Conversations for Greater Employee Engagement and Productivity. With her expansive knowledge of human capital practices in today’s market, Kim helps companies build healthy work environments and increase employee engagement and productivity in our digitally connected, globally oriented world. For more information on Kim Seeling Smith, please visit http://igniteglobal.com.
We Can Help!
NEW CISRs Victoria Blach, CISR Diel Insurance Group Rhinelander, WI
Todd Frangquist, CISR
Frangquist Insurance Agency Hartford, WI
Stephanie Heise, CISR
* Increased Markets-Over 30 Represented * Knowledgeable Support Staff Stephanie Merten, CISR- Placement Heather Rogan, CISR Commercial Assistance Integrity Insurance HNI Risk Services, LLC * Increased and More Stable Contingencies Appleton, WI New Berlin, WI * Comparative Rater Provided Michelle Perez, CISR Rachel Schnapp, CISR * Retain 90% of Commission Ansay & Associates LLC Calumet Equity Mutual Ins. Co. * Reduced Cost of Applied Management System Port Washington, WI New Holstein, WI * Preferred Agency Contracts Lynda Pluger, CISR Michael Sorenson, CISR
Ansay & Associates Personalized Insurance Agency Check out our websiteLLC at www.iaanetwork.com
The House of Insurance Greenfield, WI
Joanne Kitelinger, CISR
The Midwest’s Premier Cluster Group
The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who * already 100% Retained Ownership have experienced the benefits.
Schwarz Insurance Agency, Inc. Prairie du Sac, WI
For more information call Mike Sabourin 866-789-9712 Carol Radtke, CISR Megan Swenson, CISR Neenah, WI
Appleton, WI
TRICOR Insurance DeForest, WI
Independent Ins. Services, Inc. Madison, WI
O n -L i n e E d u c a t i o n
Open to Anyone & Everyone
! piaW On-Line educatiOn OppOrtunities thrOugh o r T h e(MERG) N e w –EnomCEp l o y e e - N O C E For The NewFEmployee
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• Employee N e w A g e n Orientation cy Employee Orientation New Agency • Delivering Quality Service Delivering Quality Service • Personal Lines Coverage Basics Personal Lines • C oCoverage m m e r c i a l Basics Lines Coverage Basics Commercial Lines Coverage Basics
Pre-Licensing
• I n s u r a n c e , S e c u r i t i e s
Open tO AnyOne
Pre-Licensing William T . Hold S eminar s – 4 WI CE • Insurance •• V aSecurities riety of Topics
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• • • •
F l oWilliam o d – T.4 Hold W I Seminars CE – 4 WI CE • Variety of Topics Ethics – 4 WI CE Flood CIS R O– 4nWI L iCEn e – 8 W I C E
•• CNFIP o m mApproved ercial Casualty I •Ethics Comm r c iCE al Casualty II – 4e WI • Elements of Risk Management • Life & Health Essentials CISR•OnLine I n s u r–i n8 gWICCE ommercial Property • I n s uPersonal r a n c e P eResidential r s o n a l R e sProperty idential Property • Insuring • I n s u r i n g P e r s o n a l A u t o Exposures • Insuring Personal Auto Exposures • P e r s o n a l L i n e s M i s c e l l a • Insuring Commercial Property n e o u s • Agency Operations • Insuring Commercial Casualty Exposures e b i nOperations ars • W Agency • 3 WI CE, No Exam, No Proctor
new!
For more information and registration visit www.piaw.org or call (800) 261•7429. MARCH 12 21
JULY 14 31
YPC S cholarship W inners ! In total, the PIA Young Professionals Club presented $25,000 in scholarship checks to high school seniors and college students who intend to pursue a career in the insurance industry.
(r)Jim Schwalen of West Bend Mutual presents (l)Rob Albinger with a $2,500.00 YPC scholarship.
(l)PIA member Jim Stein presents (r) Emily Lehner with a $2,500.00 YPC scholarship.
Attention CICs!
Exciting update options; they fill up quickly.
CIC Graduate Ruble Seminar October 14 & 15, 2014 | Radisson Oneida Casino – Green Bay, WI February 19 & 20, 2015 | Hilton Garden Inn – Milwaukee, 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
agency management
personal lines
August 19-21, 2014 Radisson Paper Valley Hotel–Appleton, WI 920-733-8000 $99 room rate through 7/21/14 includes hot breakfast
September 16-18, 2014 Metropolis Resort–Eau Claire, WI 888-861-6001 $84 room rate through 9/5/14 includes hot, continental breakfast
Approved for Utica E&O Premium Discount!
• the agency as an organization John Dismukes Jr., CIC, CPCU, AAI, AIS
• PERSONAL RESIDENTIAL COVERAGES Terry Tadlock, CIC, CPCU, CRIS
• managing and sustaining financial strength • HUMAN RESOURCES Mary LaPorte, CIC, CPCU, CPIA, LIC, CPIW
• CONDOMINIUMS • PERSONAL AUTOMOBILE COVERAGES Kevin Amrhein, CIC
• agency productivity and effectiveness • legal & ethical responsibilities Lisa Burnside, CIC, CPCU
• FLOOD • PERSONAL UMBRELLA/EXCESS COVERAGES John Dismukes Jr., CIC, CPCU, AAI, AIS
WI CE Course # 69165 Includes 4 WI Ethics Credits!
WI CE Course # 69169
Day One: 8:00 – 5:15
Day Two: 8:00 – 5:00
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. 32 JULY 14
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 JULY 14 33
34 JULY 14
When getting a client's
Signature may not be enough by Curtis M. Pearsall
Producers and customer service representatives are advised from early their careers of the importance of securing a customer’s signature on an application. The basic premise is that if accurately completed and signed by the applicant, an application possesses tremendous power in the event of some type of errors-and-omissions litigation. The signed application played a significant role in the outcome of that litigation in a substantial number of E&O cases.
F
For agencies serious about reducing their E&O exposure, proper handling of applications is a great place to start. Unfortunately, there have been numerous E&O cases where the signed application lacked the power it should have had. For an application to really help the agency if E&O litigation arises, the customer must fully know the contents of the entire application. If the agency sends the customer the application to sign, the entire application must be sent. Sending only the signature page could cause a problem as it might enable the customer to disavow knowledge of the contents of the entire application. The goal is to ensure that applications work for your agency, not against it. Here are some key items to follow:
Complete, current and correct This is known as the “3 c’s requirement.” Are applications from your agency completed fully or are some questions left blank? If questions are left blank, why? The answers to these blank items could significantly impact the account’s desirability or pricing. How confident is your agency on the accuracy of the answers to the questions? In the haste to get applications submitted, producers/account executives may answer the questions believing they are answering honestly and correctly. This has the potential to cause some problems as carriers rely heavily on the application and presume the information to be truthful.
too often. At this point, the carrier will typically have two options: rescind the policy or honor the claim, but then take action against the agency. There have been many E&O claims where the carrier successfully sued the agent due to misrepresentation of the nature of the risk. This issue by itself heavily reinforces the benefits of having the insured sign the application to affirm the accuracy of the information.
The best approach Complete the application face-to-face with the prospect/ customer, asking him or her the questions exactly as they appear and accurately noting the response on the application. After completing the application, the producer/ CSR will usually request that the client sign the application. An additional requirement is recommended. Namely, don’t just ask the client to sign the application. Require the prospect/customer to review the entire application to ensure you have accurately stated the exposure, and then have the client sign it. This is one of the most important procedures for an agency to insist on. In virtually every state, the customer is held responsible for the contents of the application once he or she has signed it. If the client misled you in the completion of the application, his or her signature on the document could play a significant role if a problem develops. As stated previously, this means more than just sending the client the signature page to sign.
What is your agency’s approach when the carrier underwriter calls with additional questions? As a producer or CSR, do you presume to know the answer or do you contact the prospect to check? It’s best to contact the prospect/customer to ensure the information presented to the carrier is correct.
If getting the signature is not feasible for some reason, explore the possibility of providing the customer with the application electronically, asking him or her to review and approve the information for correctness. Be certain your file is well documented with the insured’s approval.
After a loss
Don’t sign the insured’s name
What happens if, after a loss, the carrier discovers the information was incorrect? This is when your nightmare could start. The carrier may take the position that it would not have written the account had it known the correct information. Unfortunately, this scenario occurs much
While the agency may believe the customer has authorized you to do so, don’t sign for the insured! After a loss, the customer may disavow giving you this authorization. Handwriting experts have found their way into E&O claims, so extreme caution should be exercised in this area. [continued on page 36] JULY 14 35
Signature. . . [continued from page 35]
Use all-new information As a producer or CSR, have you ever completed “this year’s application” using the information from “last year’s application?” Avoid doing this. It is extremely dangerous and fraught with potential problems. Risks change, so it is always best that the application is completed through current discussion with the customer.
Ensure accuracy Review and reinforce with your staff the issue of providing your carriers with complete, accurate applications signed by the customer. This is also a great time for management to clearly state the expectation that applications will not be submitted to the carrier unless they are complete and accurate. This requirement normally falls, especially with commercial accounts, on the producers. Customer Service Representatives should be authorized to return an application
to the producer if the application is incomplete or if the CSR is concerned about accuracy.
Work in your favor Applications you submit to your carriers are extremely important and must be handled accordingly. Your agency’s goal should be that the information in the applications is complete, current and correct (the “3 c’s”) and the application is reviewed and signed by the customer. While getting the insured’s signature may be an additional step that takes time, the power of this signed application cannot be emphasized enough. Anything less could spell trouble if a loss develops and the carrier believes it was misled. Turn the power of the application to work in your favor by mandating and enforcing these requirements. Curtis M. Pearsall, CPCU, AIAF, CPIA President, Pearsall Associates Inc. and Special Consultant to the Utica National E&O Program
Certified Insurance Service Representative Open to Anyone!
7 WI CE Credits Course #69334
Todd Davis/9-11 CIC
COMMERCIAL CASUALTY 1
This course strengthens your ability to have productive, asured interations with your commercal customers in the area of commercial casualty exposures and coverages. • Essentials of Legal Liability • CGL Introduction • Commercial General Liability Coverage Parts • CGL Other Provisions September 11 • Brookfield • Additional Insureds 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.
September 15
•
Eau Claire
$155 Per Course Register at www.piaw.org or call 800-261-7429
John Dismukes/9-15 CIC, CPCU, AAI, AIS
CLASSIFIEDS For Sale Successful, established Independent Agency in Suburban Milwaukee area. Solid Book. Longtime Customers. 65 PL/35 CL. 1.25 million annual premiums. Strong marketing add-ons and social media presence. Respond to: Classified Ad #598, PIA of Wisconsin, 6401 Odana Rd., Madison, WI 53719 36 JULY 14
70% of agency owners don’t have a perpetuation plan Let ROBERTSON RYAN Be Part Of Your Future You’ve built a successful agency and book of business but don’t have someone to take it over when you retire. What do you do? Plan your future with Robertson Ryan & Associates. By joining our team it allows you to: • • • • •
Keep your book Remain a trusted advisor to your clients to give them peace of mind Continue working until you decide to retire Find the right buyer for your book within Robertson Ryan to maximize your return Be in the 30% that have a plan
For more information call Gary Burton, Chief Operating Officer, at 414.221.0386. All calls will be kept in the strictest confidence. JULY 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
38 JULY 14
October 2014
November 2014
September 2014
December 2014
Coming Events
August 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
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
6-8 65 TH ANNUAL CONVENTION Lake Geneva (2 WI CE) 6
YPC GOLF OUTING Lake Geneva
19-21
CIC AGENCY MANAGEMENT INSTITUTE Appleton (20 WI CE, 4 of 20 Ethics)
21
CPIA 2— IMPLEMENT FOR SUCCESS Appleton (7 WI CE)
9
ETHICAL STANDARDS Fond du Lac (4 WI Ethics CE)
11
CISR COMMERCIAL CASUALTY 1 Brookfield (7 WI CE)
15
CISR COMMERCIAL CASUALTY 1 Eau Claire (7 WI CE)
16-18
CIC PERSONAL LINES INSTITUTE Eau Claire (20 WI CE)
9
CPIA 3 SUSTAIN SUCCESS Wauwatosa (7 WI CE)
14-15
CIC RUBLE GRADUATE SEMINAR Green Bay (16 WI CE, 3 of 16 optional Ethics)
16
CISR AGENCY OPERATIONS Green Bay (7 WI CE, 1 of 7 Ethics)
22-23
CISR COMMERCIAL PROPERTY Rothschild, Madison (7 WI CE)
11
HOT TOPIC/WILLIAM T. HOLD Brookfield (7 WI CE, 3 of 7 Ethics)
12-14
CIC COMMERCIAL CASUALTY INSTITUTE Milwaukee (20 WI CE)
3, 4
CISR PERSONAL AUTO Fond du Lac, Madison (7 WI CE)
8-11
CIC COMMERCIAL PROPERTY INSTITUTE Middelton (20 WI CE)
JULY 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.
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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 1 385 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_______________________
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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.