June 2014 Wisconsin Prfessional Agent

professional agent june | 2014

Wh at’s Inside?

YPC Brewers Game.............13 Train Your Brain.......................14 Catastrophe Strikes.................21 Automation Trade Show.........24 Pay Your People.......................27 Sales Management...............33 Classifieds..............................35

Lt. Governor Coming.....29 to PIA Convention!

Digital Editions of PIAW Magazine Available at www.piaw.org

For All That Matters

facebook.com/acuitywow 2 MAY 14

From the

President Jeff Glass — President, PIA of Wisconsin

Just Around the Corner One of the toughest things for a human to do is to explain to another human a “special event”, a “wowing” experience, a ”unique vacation”, or a “you had to see it moment”. Finding the connection with someone who hasn’t experienced the same event is tough on many levels and getting that person to “buy into” the experience can be a challenge.

Now, I’m not writing this article to those of you who have come and experienced. I’m writing this article to those of you who haven’t yet come and don’t understand the experience. What is the experience you ask?

The experience is the PIAW 65th Annual Convention, August 6-8, 2014 at the Grand Geneva Resort and Spa in Lake Geneva, WI. So now you’re saying to yourself “page flip, I don’t go to conventions!” Wrongo, Mr./Ms. PIA member—it’s my job to get you there. As I wrote above, I’m going to attempt to explain why attending a PIAW convention is one of those “wowing” events that you just have to attend.

Let me ask you ten simple questions: 1. Do you like to have fun??

2. Do you enjoy the company of your peer group??

3. Do you think you would enjoy a “Masquerade Casino night”??

4. Would you enjoy golfing one of S/E Wisconsin finest courses??

5. How about attending not 1, but 2 outstanding guest speaker programs??

6. Like to eat great food and drink??

7. How about 2 days at a world class resort and spa with a “Holiday Inn” room rate??

8. Would you like to attend the BEST industry trade show second to none??

9. How about eating breakfast with Lt. Gov. Rebecca Kleefisch??

10. How would you feel pulling out your Sunday best, cleaning up, dressing up, and partying into the sunset on Thursday night? It’s my sendoff party and I want you there!

Now I know I’m being a little “slap stick”, but it’s really true—attending the PIAW convention is a rewarding investment of your time and I guarantee you will create lifetime friends and memories.

Having been born and raised in beautiful Lake Geneva, I can personally vouch for the Grand Geneva as one of Wisconsin’s premier resort facilities. It’s hard to explain how awesome something is until you’ve experienced it.

The Grand Geneva is one of those places that needs to be experienced. www.grandgeneva.com Included in this issue of the PIAW magazine, you’ll see a day to day, hour by hour breakdown of all the events that will take place over the 2 day convention. Please take a few extra minutes and really examine all the great offerings outlined—then get signed up.

I would personally like to invite you to my hometown in August. It’s time to celebration our industry and I’ll guarantee you that Lake Geneva will be spit shined and waiting for you with open arms. If at any time you have any questions regarding Lake Geneva, Grand Geneva, or the 65th PIAW convention, please call me, let’s chat.

P.S. if you’ve been in the insurance industry less than five years and have not yet attended a PIAW state convention, you get a special deal on registration. (Please call PIA office for details.)

Don’t forget to follow PIAW on twitter @PIAWofWisconsin.

Cheers!

J.J. Glass

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JUNE 14 3

Memos from

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

Cyber Liability Coverage CYBER LIABILITY insurance is hot stuff, according to a

market. Here is the list:

recent briefing by Marsh Risk Management Research. Their cyber liability sales increased by 21% from 2012 to 2013.

Financial institutions had the biggest increase, followed by retail/wholesale. The recent data breaches by major retailers have brought cyber liability coverage to the attention of risk managers and business owners across the country.

#1—Honda Accord; #2—Honda Civic; #3—Ford pick-up (full size); #4—Chevrolet pick-up (full size); #5—Toyota Camry; #6—Dodge Caravan; #7—Dodge pick-up (full size); #8-Acura Integra; #9—Nissan Altima; #10—Nissan Maxima.

If your customers (or your agency) believe they are not vulnerable to a data breach that could cost hundreds of thousands of dollars, stop and consider that they may be connected to business partners or customers who can become the entry point of an attack. If an insurance carrier you represent is attacked, could you be affected? If one of your customers suffers a breach, could you be affected? If they are attacked, you better be able to prove that you offered coverage to them and they declined! Of course, before you try to sell this important coverage, you should educate yourself and your staff and buy appropriate coverage for your agency.

Cyber can be endorsed on to a Utica policy and stay tuned to PIAW for more news about “stand alone” Cyber Liability coverage.

The Top 10 most frequently stolen passenger vehicles in 2012 have been released by the National Insurance Crime Bureau. Some may surprise you but remember the thieves want vehicles that can be sold quickly or are in big demand for parts, not necessarily the most expensive vehicles on the

4 JUNE 14

ARE YOU LOOKING for a new employee or producer? Are you an employee or producer looking for work with an agency or company? Do you know someone who wants a job in the industry? Visit PIAW’s new website and you can enter your job opening, post your resume and job desires, post an internship wanted or enter details if you are looking for an internship position.

This FREE service is available for all PIAW member agencies and companies. Obviously, people looking for work do not need to be PIAW members. The process is simple, just visit www.piaw.org, then click the red button “Insurance Careers & Resumes” on the right side of the screen. You can view job openings, advertise your job opening, view current resumes or post you resume. What could be easier?

PIAW is not attempting to be an employment agency. The use of this free service is intended only to allow members to post job openings and for potential employees to connect with prospective employers. We do not assist with any aspects of the qualifying, interview or hiring processes and do not assume any responsibility for those processes.

AND REMEMBER …..To be intoxicated is to feel sophisticated but not be able to say it.

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JUNE 14 5

From the

Boardroom Tom Budzisz — Director, PIA of Wisconsin

Automation As I was driving to the Automation Agency Management & Technology tradeshow meeting in the Wisconsin Dells that the PIA Automation Committee was putting on, I received a call for an auto quote that was referred to me by a client. I quoted the prospect quickly and easily when I arrived, but I can’t help but think of the automation that was in place when I started working for my dad in 1983. The automation that we had at that time was called a manual. That’s right; there was no automation.

I recall sitting at a conference table with my field man from Northwestern National and he was teaching me how to rate a personal auto policy. I needed to find the territory, then locate the class factor for the usage, and then find the base premium for each line of business that was wanted.

After that, I multipled the base rate times the factor and then multiplied again for any other discounts like multi-car or car/home, and lastly added the company expense fee to arrive at the final rate. After I got the rate, I picked up another manual and started the process all over again for each company I wanted to quote.

After I completed the process and received approval from the customer, I wrote up the application. Most companies had their own three page applications that were double sided with carbon paper between the pages. That carbon had to be removed when the application was turned over. The first page was sent to the company along with a check for the first installment, the second page was given to the customer and the last page was placed in a file folder for that customer.

After the company received the application and check, the company would order the motor vehicle records. If the driving record was what the customer said it was, a policy was issued in about two to three weeks.

Today, due to automation, all I need to enter is the name and address of the insured and most company websites do the rest. I have to choose which drivers and vehicles are wanted and after that, the individual’s date of birth, the vehicle ID’s, the insurance scores and in some cases, driving records are ordered. Then the computer rates the policy. There is no more waiting to see if the account will be accepted by the company. If all the information received is not what the company wants, the program tells me immediately.

6 JUNE 14

Automation has eliminated the need for paper manuals and the time spent manually computing rates. It has increased my ability to quickly rate and process applications which in turn allows me to provide my customers with more accurate information. Agents like me can now spend more time interacting with clients and helping them find the best insurance coverage for their needs.

®

Empowering Agents

JUNE 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

Nancy L. Barrette, 28201 Harwich Dr., Farmington Hills, MI 48334, had her application for an insurance license denied for 31 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.

Jeffrey T. Batzler, 606 Meadowview Ct., Mukwonago, WI 53149, was ordered to pay a forfeiture of $500.00 and was ordered to reply promptly to all inquiries from OCI. These actions were taken based on allegations of failing to respond promptly to OCI. Corey Bisher, 624 N. E. 5th St., Grimes, IA 50111, had his 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.

Jerry R. Brovold, E7989 County Rd. V, Fall Creek, WI 54742, 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, having a criminal conviction which may be substantially related to insurance marketing type conduct, owing unpaid restitution in a criminal case, failing to pay Wisconsin delinquent taxes due, owing delinquent child support, and having unpaid civil money judgments.

Andrea Francinne Carder, 4300 Crooked Tree Rd. S. W., Apt. 6, Wyoming, MI 49519, 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 resident surplus lines licensure.

Theodore P. Danes, 267 S. Perkins Blvd., Burlington, WI 53105, had his application for an insurance license denied for

88 AUGUST JUNE 14 13

31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Vernon P. Ellefson, N14492 705th St., New Auburn, WI 54757, 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 complete a required criminal background check, and failing to apply for licensure within 30 days of passing an insurance examination.

Jeffrey L. Elverman, 392 Ridgeview Dr., Genoa City, WI 53128, had his application for an insurance license denied. This action was taken based on allegations of a having a criminal conviction and other legal actions that may be substantially related to insurance marketing type conduct; being involved in a lawsuit or arbitration alleging fraud, misrepresentation, misappropriation, or breach of fiduciary duty; having unpaid civil money judgments and victim restitution; and owing delinquent unemployment compensation taxes.

Jeffrey L. Elverman, 392 Ridgeview Dr., Genoa City, WI 53128, had his application for an insurance license denied.

This action was taken based on allegations of a having a criminal conviction and other legal actions that may be substantially related to insurance marketing type conduct; being involved in a lawsuit or arbitration alleging fraud, misrepresentation, misappropriation, or breach of fiduciary duty; and having unpaid civil money judgments and victim restitution.

Christopher A. Fawley, 2707 Sternberg Ave., Apt. D, Weston, WI 54476, agreed to the denial of his application for an insurance license for 31 days. This action was taken based on allegations of failing to respond promptly to inquiries from

OCI and failing to timely provide evidence of current child support and civil money judgment payments.

Norbert Fenske, 141 Adams Ave., Port Edwards, WI 54469, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Janet Ferrici, Box 107403, Milwaukee, WI 53217, had her application for an insurance license denied for 31 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.

Arcell Green, 2830 W. Highland Blvd., Apt. 110, Milwaukee, WI 53208, 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.

Justine Grimm, 2835 S. Superior St., Milwaukee, WI 53207, was ordered to cease and desist from performing the duties and services of an insurance intermediary without an insurance license. This action was taken based on allegations of performing the duties and services of an intermediary while being unlicensed.

Daniel J. Hubbard, 6707 Dellrose Ct., Greendale, WI 53129, 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 required prelicensing education.

Craig Jackowski, 1312 S. Harmon St., Appleton, WI 54915, had his application for written consent to engage in the business of insurance pursuant to 18 U.S.C. § 1033 and 1034 denied. This action was taken based on allegations of failing to complete and perform all conditions imposed by the court following a felony conviction.

Giovanni R. Jean-Baptiste, 1 Tuscany Dr., Jackson, NJ 08527, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions which may be substantially related to insurance marketing type conduct.

Catherine Johnson, 4349 N. 28th St., Milwaukee, WI 53216, had her insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Donald C. Johnson, 4183 N. 16th St., Milwaukee, WI 53209, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Tatiana Keene, 15407 McGinty Rd. W., Wayzata, MN 55391, agreed to respond promptly to all OCI inquiries, agreed to pay a forfeiture of $250.00, and agreed to the denial of her application for an insurance license for 60 days. This action was taken based on allegations of failing to respond promptly to inquiries from OCI and failing to provide information required for licensure.

Terra Koupal, 5708 S. Remington Pl., Ste. 300, Sioux Falls, SD 57108, 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 required resident surplus lines licensure.

Robert A. Lecker, 217 Henes Park Dr., Menominee, MI 49858, agreed to respond promptly in writing to all OCI inquiries, agreed to provide copies of requested legal documents, agreed to notify OCI promptly of any administrative actions, criminal proceedings or lawsuits, and agreed to utilize only the services of properly appointed agents. These actions were taken based on allegations of failing to promptly report a criminal arrest or conviction to OCI. Antoinette Marie Liddell, 2036 Deane Blvd., Racine, WI 53403, had her application for an insurance license denied. This action was taken based on allegations of having unpaid civil money judgments.

Troy Markling, 12216 E. County Rd. A, Avalon, WI 53505, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Conner J. Maurice, 1600 Warren St., Apt. 301, Mankato, MN 56001, 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.

Kennitha McClain, 1329 N. 40th St., Milwaukee, WI 53208, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Stacy Carolina Menjivar, 4732 Oliva Ave., Lakewood, CA 90712, had her application for an insurance license denied 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 and completely to OCI. Joseph M. Milbauer, 49 Spring Floral Dr., New Providence, NJ 07974, had his application for an insurance license denied for 31 days. This action was taken based on allegations of having administrative actions taken by the state of Wisconsin, having a history of non-response to OCI, and failing to make required reports of address changes.

Larry Lee Partin, Jr., 5223 S. E. 38th St., Ocala, FL 34480, 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 equivalent resident state licensure.

John C. Passolt, P.O. Box 589, Hayward, WI 54843, agreed to the denial of his application for an insurance license for 31 days and agreed to provide annual reports to OCI for a period of three years. These actions were taken based on allegations of financial irresponsibility.

William J. Perry, 9812 Frost Bite Tr., Hazelhurst, WI 54531, had his application for an insurance license denied. This action was taken based on allegations of failing to respond [continued on page 10] JUNE 14 9

OCI Administrative Actions [continued from page 9] promptly to inquiries from OCI and failing to complete the state examinations required for licensing.

Harvey Alan Sheldon, 1449 S. E. 13th St., Ft. Lauderdale, FL 33316, agreed to the denial of his application for an insurance license for 60 days and agreed to timely notify OCI of any further administrative action, lawsuit, or criminal charge in any jurisdiction. This action was taken based on allegations of numerous administrative actions taken by other states.

Kenneth Simmons, 401 Tanglebriar Ln., Apt. B, San Antonio, TX 78209, 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.

Lynn Simonar, 5986 Oak Rd., Sturgeon Bay, WI 54235, 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 complete the required fingerprinting/criminal background check.

Allegations

and

Torrance T. Snow, 802 Moonlight Tr., Verona, WI 53593, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose both a criminal conviction and an administrative action taken by the state of Wisconsin on a licensing application and owing delinquent child support.

David Victor Sweigart, 4065 Keswick Dr. S. E., Atlanta, GA 30339, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose an administrative action taken by the state of Georgia on a licensing application.

John Vang, 304 Schindler Pl., Apt. 306, Menasha, WI 54952, had his insurance license revoked. This action was taken based on allegations of failing to pay Wisconsin delinquent taxes.

Allegra D. Walls, 4356 N. 61st St., Milwaukee, WI 53216, had her application for an insurance license denied. This action was taken based on allegations having unpaid civil money judgments.

Actions Against Companies

Affirmative Insurance Company, P. O. Box 9030, Addison, TX 75001, agreed to pay a forfeiture of $1,000.00, agreed to reply promptly in writing to all inquiries from OCI, and agreed pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Alterra America Insurance Company, 9020 Stony Point Pkwy., Ste. 325, Richmond, VA 23235, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Connecticut General Life Insurance Company, 1601 Chestnut St., TL16D, Philadelphia, PA 19192, was ordered to pay a forfeiture of $3,000.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

American Family Mutual Insurance Company, 6000 American Pkwy., Madison, WI 53783, was ordered to pay a forfeiture of $500.00 and was ordered to cease and desist from applying a short-rate penalty without providing adequate notice of the penalty prior to policy purchase. These actions were taken based on allegations of imposing a short-rate penalty without proper notice.

Dentegra Insurance Company, 100 1st St., San Francisco, CA 94105, was ordered to pay a forfeiture of $1,500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI, failing to timely pay appointment billing fees, and failing to timely pay a forfeiture assessment.

Centurion Casualty Company, 800 Walnut St., Des Moines, IA 50309, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Euler Hermes North American Insurance Company, 800 Red Brook Blvd., Owings Mills, MD 21117, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Cigna Health & Life Insurance Company, 1601 Chestnut St., TLl64D, Two Liberty Place, Philadelphia, PA 19192, was

Fidelity Life Association, a Legal Reserve Life Insurance Company, 8700 W. Bryn Mawr Ave., Ste. 900S, Chicago, IL

10 JUNE 14

60631, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

First American Property & Casualty Insurance Company, 4 First American Way, Santa Ana, CA 92707, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Freedom Specialty Insurance Company, 1 W. Nationwide Blvd. DSPF76, Columbus, OH 43215, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Greek Catholic Union of the USA, 5400 Tuscarawas Rd., Beaver, PA 15009, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Health Care Service Corporation, a Mutual Legal Reserve Company, 300 E. Randolph St., Chicago, IL 60601, was ordered to pay a forfeiture of $2,000.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Health Net Life Insurance Company, 21281 Burbank Blvd. B2, Woodland Hills, CA 91367, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due.

These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Health Tradition Health Plan, 1808 E. Main St., Onalaska, WI 54653, agreed to cease and desist from quoting and utilizing unfiled rates, agreed to refund excess premium, agreed to provide OCI with certain records, and agreed to comply with all terms of the stipulation. These actions were taken based on allegations of using unfiled premium rates.

Life Insurance Company of North America, 1601 Chestnut St., Philadelphia, PA 19192, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due.

These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Managed Health Services Insurance Corporation, 10700 W. Research Dr., Ste. 300, Milwaukee, WI 53226, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

MIC Property & Casualty Insurance Corporation, 300 Galleria Officentre, Ste. 200, Mail Code 480-300-200, Southfield, MI 48034, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Molina Healthcare of Wisconsin, Inc., 7050 S. Union Park Center, Ste. 200, Midvale, UT 84047, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Mosaic Insurance Company, 125 Broad St., New York, NY 10004, was ordered to pay a forfeiture of $2,000.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Motors Insurance Corporation, 300 Galleria Officentre, Ste. 200, Mail Code 480-300-200, Southfield, MI 48034, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

National Health Insurance Company, P. O. Box 619999, Dallas, TX 75261, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

National Mortgage Insurance Corporation, 2100 Powell St., 12th Fl., Emeryville, CA 94608, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

PartnerRe America Insurance Company, 17 State St., 29th Fl., New York, NY 10004, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. [continued on page 12] JUNE 14 11

OCI Administrative Actions [continued from page 11] These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

PetFirst Healthcare, LLC, 1 Quartermaster Ct., Jeffersonville, IN 47130, had its application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by the states of New York, Virginia, Utah, Massachusetts, and Florida.

Physicians Plus Insurance Corporation, 2650 Novation Pkwy, Madison, WI 53713, was ordered to pay a forfeiture of $10,000.00. This action was taken based on allegations of failing to comply with previous examination orders related to insurance grievances, reporting, advertising, form filing, and other regulatory compliance issues.

Settlers Life Insurance Company, P. O. Box 1191, Madison, WI 53701, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Smart Insurance Company, 30775 Bainbridge Rd., Ste. 210, Solon, OH 44139, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

12 JUNE 14

Torus National Insurance Company, Harborside Financial Ctr., Plaza 5, Ste. 2900, Jersey City, NJ 07311, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Truck Insurance Exchange, P. O. Box 2478, Terminal Annex, Los Angeles, CA 90051, was ordered to pay a forfeiture of $500.00, was ordered to cease and desist from issuing improper mid-term cancellation notices, and was ordered to offer reinstatement of a consumer’s insurance policy.

These actions were taken based on allegations of issuing an improper mid-term cancellation or nonrenewal of an insurance policy.

United Fire & Indemnity Company, P. O. Box 73909, Cedar Rapids, IA 52407, was ordered to pay a forfeiture of $500.00, was ordered to reply promptly in writing to all inquiries from OCI, and was ordered to pay all fees when due. These actions were taken based on allegations of failing to respond promptly to inquiries from OCI and failing to timely pay appointment billing fees.

Vimo, Inc., 2110 New Market Pkwy. S. E., Ste. 200, Marietta, GA 30067, agreed to timely report any administrative action taken by any state and agreed to the denial of its application for an insurance license for 31 days. These actions were taken based on allegations of having administrative actions taken by the states of Georgia, New York, Colorado, Utah, and Indiana.

PIAW's Young Professionals Club

B r e w e r G a m e D a y O u t i n g , April 16 2014

Enjoying the company and the game.

Perfect spot to see all of the action.

Tracy Thoreson of Mayville Insurance Agency is the Winner of the FREE 65th Annual Convention Registration, Congratulations!

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JUNE 14 13

Train Your

Brain for Success Are you aware that your mind literally creates your life? Most have heard of this concept, but let’s make it really personal: Take a moment and identify some problem that you currently face. Any problem will do, just identify it and hold it in your mind for a few moments. Notice how that feels. Now identify one thing that you’re thankful for and hold THAT in your mind...

Notice a difference? Most do- reason being that what goes on in your mind literally creates your emotional experience and then ripples out into every result you get in every area of life. You literally create your world with your mind.

And there’s a problem...

14 JUNE 14

Our brains come hardwired with tendencies that, if left unchecked, will definitely hold you back. If you’re not careful your brain’s “default settings” will not only prevent you from getting what you want, they’ll often get you the exact opposite of what you want! These aren’t character flaws—they’re actually terrific survival mechanisms if you live in the wilderness. However, for living in today’s world, they cause problems.

Default setting #1: It will overemphasize negative and underemphasize positive.

Your brain has a strong tendency to be hypersensitive to “negative” stimuli and undersensitive to “positive”. It’ll focus on problems before anything else. If you lived in the wilderness, this would be extremely useful- in the wilderness, the “negative stimulus” is really negative. It’s animals that want to eat you, natural disasters, enemy tribes that want to eliminate the competition.

Nowadays, this creates a major energy drain. Ever noticed that your mind is constantly looking for something to worry about? Ever noticed that if it can’t find something to worry about it will actually make something up? This tendency causes people to manifest all kinds of unwanted outcomes, and can literally suck the life out of you.

Default setting #2: It’s easily distracted with whatever is urgent, at the expense of what’s truly important.

Have you ever had the day where you were incredibly busy putting out fires but got nothing accomplished? Ever had a whole week like that? Not good, but part of you actually likes to get caught up in whatever’s right in front of it, important or not. Again, this is great for survival in the wilderness- the tiger on this side of the river is more dangerous than the one on that side, so it’s helpful to notice it earlier. Now, however, this tendency causes us to jump from crisis to crisis, get inundated with minutia, or—SQUIRREL! Can you relate? An essential principle of effectiveness is to FOCUS on one thing at a time and complete projects.

In today’s world there’s a distraction around every corner.

The brain’s desire to pay attention to all of them requires tons of energy, and causes us to feel exhausted from running in circles.

Default setting #3: It craves safety over progress.

Everyone wants progress—more money, better results, better physical heath, etc. But if your brain ever has to choose between what’s safe vs. what moves you forward, it will always choose safety. Once more, very helpful for survival in the wild- it keeps you living in your home territory. Near home, you know where all the good berries and hiding places are, and if someone tries to get you, you can survive better.

Now however, this tendency creates what you call your comfort zone. You know the comfort zone, don’t you? No growth, no magic happens inside the comfort zone. If you’ve ever known someone who’s lost the same 20 pounds multiple

times, paid off credit cards only to max them out over and over, or ended up repeatedly in the same relationship just with different people- that’s the comfort zone screwing up their life! It’s insane, but your brain figures that “wherever you are today, you’re not dead yet so it must be OK on some level—let’s just stay here”.

All in all, if you let your brain run on its default settings, you’re in for some serious trouble...

The Good News!

So you’re going “Roger you’re saying my brain creates my life, and my brain is basically wired for failure in today’s world? Gee, thanks!” Before you decide this is the worst motivational piece ever, I have fantastic news about you: You have default settings, but you are not a slave to them.

You are a human being, a miraculous creative powerhouse, and as such you have the ability to make choices and take actions. Your choices and your actions can literally reverse these unhelpful tendencies and make your brain pull you forward rather than push you back.

Here are four things you can do to make your brain work for you instead of against you: 1. Heighten your awareness of what’s most important to you.

Become more connected to your values and big dreams.

2. Create goals that give you energy. When you have wellstructured targets that you care about, your brain just turbo charges your energy.

3. Design a schedule that gives you space—for pursuing what’s most important, and for recharging your batteries.

4. Implement a consistent, ongoing system for feeding your mind. Farmers know that both corn and weeds grow in the same field. They have systems for feeding the corn and killing the weeds. Same goes for your mind- negative thoughts will grow all by themselves, so crowd them out with reading, listening to positive music/speakers, and hanging around uplifting people...regularly.

I could go on and on about each one of these. For now, just get started on any of them and watch your energy and focus go through the roof, and let me know how it goes!

Annual Convention 5th

6

YOUR BRAIN’S UNHELPFUL DEFAULT SETTINGS

by Roger Seip August 6-8, 2014

va Resor t & S nd Gene Gra Lake Geneva, WI pa

Roger Seip, roger@deliverfreedom.com, is the bestselling author of Train Your Brain for Success and the co-founder of Freedom Personal Development. As a professional speaker, he’s delivered over 2,500 presentations for a who’s who of business in America and will be a featured speaker on August 8 at PIA’s 65th Annual Convention.

JUNE 14 15

Each approved for 3 WI CE Credits. Live. No Test. No proctor.

V i sit w w w .pi aw .org for a We 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 ns. (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) JUNE (e) 3rd (d) 4th (b) 19th (a) 23rd (c) 26th

12 – 3 8 – 11 8 – 11 12 – 3 12 – 3

pm am am pm pm

July (f) 9th (a) 21st (g) 23rd ( b) 25th

12 – 3 12 – 3 8 – 11 8 – 11

pm pm am am

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 16 JUNE 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!

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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

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AIA Tired PC BACK 11_9_11:AIA 02.10.10 PC BACK 11/16/11 1:35 PM Page 1

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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

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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.

JUNE 14 19

20 JUNE 14

When and where will the next

Catastrophe strike?

by Curtis M. Pearsall

It’s amazing how much attention we pay to the various predictors of hurricane season. Yet, in reality, we don’t know how accurate they are until the season is over. By then, however, it’s too late to do anything about it.

W

What actions would an agent take if he or she knew emphatically that the hurricane season would be a rough one? Most likely, everything possible to prepare customers for the potential exposure and to make every effort to ensure customers were probably covered. While it is ultimately up to a customer whether he or she buys the coverage, an agent should at least make the customer aware of the coverages to consider.

The issue with catastrophe preparations from an insurance standpoint is that no one truly knows the “when,” “where” and “how severe” of the next big weather event. In addition, catastrophes include more than just what Mother Nature dishes out. This is evidenced by other tragedies we have faced, such as the 9/11 attacks. In fact, the 9/11 attacks caused more than a handful of E&O cases, with some of the size that had never been experienced before.

This is why an agent must be proactive in addressing the issues that will minimize the potential of his or her agency facing errors-and-omissions litigation when a catastrophe strikes the agent’s community. Moreover, it’s probably too late to do anything about it if your agency waits until the event appears in the news.

Do you have any mistakes in your files?

Probably. Sometimes, those “errors” are discovered and resolved with no harm done. Other times, agents aren’t as lucky. In the early 1990s when a hurricane hit, one agency pulled files when its customers reported claims only to discover that 14 customer files contained an application with a check attached! Coverage had never been bound. Had the hurricane not hit, those files with the checks attached would probably not have been identified before a loss occurred – and this was only one agency.

Imagine if your agency had a customer that suffered a loss.

What are the chances of there being a mistake on that file? It’s possible, but the odds are with the agency. If 100 of your customers suffered a loss, the chances of there being a mistake on at least one file rises significantly. As the saying goes, “nothing brings out an agent’s mistake as quick as a catastrophe.”

Could your agency be affected?

It might. What actions has your agency taken to ensure that your files/records will survive? Presuming that most agencies are automated, what will happen to your system? What is your disaster recovery plan? When was it last updated?

In the event of E&O litigation, the files and the documentation they contain will be a key issue. So, if a catastrophe of some type strikes, what will happen to your files? Check with your agency’s IT team to determine the vulnerability of your file back-up in case of a catastrophe, weather-related or otherwise.

How about the level and quality of the file documentation?

Does the file reflect the customer being advised in writing of various issues? Was specific coverage rejected by the customer? Coverage issues in writing and rejections of coverage that have been signed off will certainly assist the counsel defending your agency in E&O litigation.

It is interesting that even when agents have done a great job of education and documentation, they could still be sued if a catastrophe strikes. When a customer faces significant financial disaster, he or he may believe there is no other choice than to sue the insurance agent.

Educate your staff Educating your staff is one of the fundamental places to start for enhancing your agency’s E&O culture. After all, customers rely on your staff’s knowledge and expertise to help them understand their coverages and how they work. If the staff is not technically proficient, incorrect information could be communicated to customers. [continued on page 30] JUNE 14 21

6

nual Conventio n A h n 5t

Register Today!

See insert in this issue or register online at www.piaw.org.

August 6-8, 2014

va Resor t & S nd Gene Gra Lake Geneva, WI pa

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PIAW Automation Tradeshow 2014 was a HUGE success!

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Kathy Mulder makes the rounds for the Q&A.

Third Stop – Technology Tradeshow

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26 JUNE 14

How do you pay your

People, and still keep a profit in the agency?

In the Spring of each year, crocus’ bloom, the grass turns green, and a myriad of “SURVEYS” are released, all valuable, spouting “industry averages” and best practices. Agency owners are drawn to these surveys like flies to sugar because we’re never sure whether we are cheating ourselves or our employees in terms of their salaries. That’s why our Composite Group studies, the largest in the industry, is released in the Fall instead of in the Spring. We don’t ‘think’ that numbers lie, we KNOW they do! Statistics can give you averages and medians, but who wants to strive to be average?

W

by Agency Consulting Group

We have all the statistics available that the smaller surveys have. But instead of calculating averages to see how much and how best to pay our people, we ask the successful agents how they do it and share the results with you.

Here are some (paraphrased) responses we have received from agents, big and small, regarding their methods of compensation (and our editorial remarks for clarification): When the agency makes more money, I make more money as the owner and I share the benefit with my employees through bonuses and strong raises. When the agency loses money, I take the “hit.” I try to pay a raise, even in bad times, but it may be minimal. If I can’t pay my bills, then there are no raises for anyone.

Edit. This represents the traditional approach in which the agency owner treats their employees like family.

I give my folks a decent raise every year to keep up with inflation, a Cost of Living Adjustment (COLA). If the year is good, they still get the COLA and I make more money myself. If the year is ‘not so good’ they still all get the Cost of Living Adjustment and I take a hit.

Some of these agents are just trying to keep their employees up to the changes of cost of living, 2% to 3% regardless of performance of the individual or of the agency. Many will lose their most valuable employees if there are others who perform poorly and still get the same amount. We’ve noticed that some of these agents will take exorbitant compensation

for themselves in the good years (as their “just due”)and complain bitterly but still give COLAs to their employees when they are actually losing money.

The agency supports my family. I need to make a certain level of living. If the agency provides me that amount, I’ll consider raises on an equal basis or by individual performance. If the agency doesn’t make enough, there are no raises until my compensation model is achieved.

This type of agency could be very small, but we’ve also seen quite large concerns act the same way. They often leave no money in the agency at the end of the year. Raises for employees depend on whether the agency is making MORE or less money than in prior years and could be on a COLA or merit basis but not on an incentive basis because they want to guard against paying employees more when they don’t have to. This is the ‘subjective approach’ to compensation.

The business is a BUSINESS and, like any other business, it is required to make a reasonable profit for its stockholders.

If it were a large, public company and didn’t keep its stockholders happy, they would sell their stock and find other, more lucrative ways of investing. Even though it’s a small company with only a few stockholders, we have ‘options’ and if we don’t make money or lose money, we will certainly consider earlier retirement or sale to use the value of our asset better. We set a profit target and no one gets a raise until that target has been achieved.

Most of these agencies are achieving sufficient scale to have [continued on page 28] JUNE 14 27

People. . . [continued from page 27] professional management (owners or not). The owner(s) are businesspeople who seek a fair compensation for themselves (compared to what non-owners would get for the same job) and require that their asset gives them an ROI that is competitive to what they could do with the value in cash in the marketplace. Their compensation programs are usually Merit based or Incentive based and tied to budget results of the agency or even of the departments.

it in growth and profitability. They pay any net contingency

We set a profit goal within our Annual Planning and Budgeting. But our employees are our most important asset and we keep them motivated by paying them according to their productivity growth. Everyone knows their measures of success and tries to achieve them every year.

gencies as bonuses for the owners and/or employees.]

This response has come from a number of Agency Consulting Group, Inc.’s ICP (Incentive Compensation Program <http:// agencyconsulting.com/article.asp?source=pipeline&linkID =611>) agencies.

We’re large enough that our budget controls our compensation levels. We see the surveys and reports every year, but, frankly, we pay more attention to our bottom line than to any statistics. If we achieve our budgeted revenue, we know that our profits will be there and we allocate a specific percentage to compensation. We allocate a percentage of that growth to raises and distribute those amounts to our divisions by virtue of their revenues and profits. Some of our departments pay on commission, others pay based on individual merit and we have some groups that are working together in an incentive basis where group success achieves group raises. We only bonus for unique and exceptional situations, not for general success.

These are usually larger agencies but, surprisingly, some small, fast-growth agencies also appear in this group. These agencies have an owner or key manager who is financially very astute. By years of effort, they understand that productivity and growth is key to profits and compensation is a lifeline to profits. So the budget is KING in these agencies and compensation advances are tied to agency or department growth and profit.

One common thread that ran through all of our responses is that difference in treatment of Contingencies and in how (and if) bonuses are paid.

Small Mom & Pop shops can’t pay their bills without a good contingency. They count on it to operate, so they just include

science 28 JUNE 14

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to themselves (the owners) and/or to employees as bonuses, a benefit of a good year.

Agencies who have been burned by needing contingency money to operate and experiencing a bad year (or a bad run of years) have gotten smart enough to limit their spending to their commission income only and leave their annual contin-

Agencies smart enough to know that they only benefit from GROWTH have learned to use some or all of their contingency income to support their growth (new producers, new support staff, marketing efforts, acquisitions, etc).

Some agencies with historically strong Contingency Ratios (this year’s received contingency income compared to last year’s Commission Income) set aside a part of their contingency income (as a percentage) each year before consideration of bonuses. They actually budget contingency income BELOW THE LINE (after Pre-Tax Profit in the Operating Statement) to make expensing without contingency the norm instead of the exception.

Other agencies with historically strong Contingency Ratios (usually because of sufficient premium in carriers to insulate contingency income from those Companies -- $5MM to $10MM+ of Premiums with a carrier) will return to melding contingency income into general revenue for expense distribution and growth and profit budgeting. If your agency underwrites its book of business with a specific carrier to historically profitable levels those premium levels will generally insulate you against severe contingency changes with the exception of Cat Codes (usually addressed with Stop Losses).

If you would like to learn more about Incentive Compensation Plans, other producer, owner/manager and employee compensation programs and Strategic Planning and budgeting, please call us at 800 779 2430.

Agency Consulting Group, Inc. THE PIPELINE | HOW DO YOU PAY YOUR PEOPLE AND STILL KEEP A PROFIT IN THE AGENCY? | Copyright © 2014 Agency Consulting Group, Inc. <http://www.agencyconsulting. com/> | 800-779-2430 Reprinted with permission from Agency Consulting Group.

As great scientists have said and as all children know, it is above all by the imagination that we achieve perception, and compassion, and hope.

—Ursula K. Leguin

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6

B reaking N ews !

Annual Convention 5th

Lieutenant Governor, Rebecca Kleefisch, will address the convention attendees at F r i d a y ' s b r ePremier a k f a s t . Cluster Group Midwest’s

August 6-8, 2014

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Please Register * Increased Markets-Over 30 Represented Rebecca Kleefisch was elected Wisconsin’s Lieutenant Governor on * Knowledgeable Support Staff business owner and former news reporter, November 2, 2010.

A small Commercial Assistance Placement Kleefisch serves as Wisconsin’s 44th Lieutenant Governor. * Increased and More Stable Contingencies Rebecca serves as Wisconsin’s “Jobs Ambassador” and spearheads the * Comparative Rater Provided Governor’s Small Business Summit. Rebecca serves as an economic * Retain 90% of Commission development liaison and advocate for small business owners. As part of * Reduced Cost of Applied Management System her role, Rebecca travels Wisconsin to deepen the dialog between small * Preferred Agency Contracts business owners and the State of Wisconsin, holding “small business va Resor t & S nd Gene Gra Lake Geneva, WI pa

Check out our website at www.iaanetwork.com roundtables” designed to spur job creation.

For more Rebecca information Mike of Sabourin 866-789-9712 is a call graduate the University of Wisconsin-Madison

and the mother of two daughters, Ella and Violet. She lives in Oconomowoc with her husband, State Representative Joel Kleefisch.

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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MARCH 12 21

JUNE 14 29

Catastrophe. . . [continued from page 21] Develop a campaign to offer coverages such as flood, earthquake or business interruption to all applicable customers. If the customer rejects the coverage, get the rejection in writing.

It is best to get a physical signature to document a rejection of coverage. This goes a long way to remove any doubt of what the customer’s intentions were. An annual account review with both personal and commercial customers would seem to address this.

Become a “documentation fanatic” Documentation really is the key that will determine the direction and path of an errors-and-omissions claim. For example, agencies that advised customers of the 30-day waiting period when Superstorm Sandy was approaching stood a much better chance of prevailing when E&O litigation occurred.

Preparation is vital It would be nice to know the “when and where” of future catastrophes, but this is not realistic. Use Superstorm Sandy as an example. Many personal lines customers lacked the necessary flood coverage and many commercial lines customers did not have the proper business interruption coverage. You do not want this type of scenario to occur with your customers.

Therefore, prepare your customers for the unknown. You will definitely minimize the chances of an E&O claim occurring against your agency and you actually may find yourself selling more insurance.

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

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

commercial PROPERTY

agency management

June 17-19, 2014 Crowne Plaza Miwaukee Airport 414-764-5300 $92 room rate through 5/18/14

August 19-21, 2014 Radisson Paper Valley Hotel–Appleton, WI 920-733-8000 $99 room rate through 7/21/14 includes hot breakfast

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

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

NEW WI CE Course # 69300

Day One: 8:00 – 5:15

Day Two: 8:00 – 5:00

Approved for Utica E&O Premium Discount!

• the agency as an organization John Dismukes Jr., CIC, CPCU, AAI, AIS • managing and sustaining financial strength • HUMAN RESOURCES Mary LaPorte, CIC, CPCU, CPIA, LIC, CPIW • agency productivity and effectiveness • legal & ethical responsibilities Lisa Burnside, CIC, CPCU

WI CE Course # 69165 Includes 4 WI Ethics Credits!

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.

30 JUNE 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 JUNE 14 31

32 JUNE 14

It's Time for Sales Managers to Tip the Boat How to Make a

Splash by Managing at All Levels

by Kevin Higgins

Ongoing management. Low performers, mid-level performers and even high performers need it. It does not assume high performance, and once high performing, does not assume it will always continue. Everyone needs to be managed on a consistent basis. In sales, the goal of ongoing management is participation rate.

P

Participation rate is the percentage of sales team members who are at or above plan. For a sales team, participation rate is easy to calculate. On a team of ten people where four are above their sales plan on a YTD basis, the participation rate is 40%.

Participation rate is a statistic that rarely scrutinized. Why? Sales managers are measured for making their quota. If the quota is $100 million, the sales manager’s goal to get each sales person to deliver an average of $10 million. Some will produce $15 million and others will produce $5 million; the sales manager only needs the total to add up to $100 million.

The sales manager is incentivized to keep average performers. A sales person who only delivers 50% of their quota is better for the sales manager than the 0% they would contribute if the sales manager let them go.

Research reveals that a participation rate of 60% or less will give sales managers a 10% chance of making their revenue plan. Sales managers must aim for a high (70%) participation rate to have a good chance of making plan, although it is not guaranteed.

Given this, why do sales managers tolerate poor performance? What stops them from having tough conversations?

Sales managers are nice. They do not want to rock the boat.

Their strategy is hope.

A sales rep’s performance can be evaluated on two criteria – behavior and results. Assessing whether a sales rep is or could be delivering results is fairly straightforward – it’s a

math problem. There are four performer categories a sales manager works with: 1. High Performers = Deliver results + behave correctly 2. Coachable Performers = Behave correctly but results are not 100% yet 3. Tough Performers = Deliver results + behave poorly 4. Poor Performers = Poor results + poor behaviors In an ideal world, a sales manager would have 100% High Performers. Neat concept, most likely not going to happen.

What is the next best thing? One hundred percent High Performers and Coachable Performers. This is attainable but it’s not the norm.

Most leaders will have some Tough Performers and some Poor Performers. Imagine having ten direct reports with two in these groups. Not bad, manageable. Now imagine four out of ten. Life is tougher and tough moments happen on a daily basis. At six out of ten, it is probably tough to get out of bed in the morning.

Ongoing management of performers involves monthly (minimum) One-on-Ones, observational coaching with feedback, sit downs to try and help – all the day-to-day routines to try and lift behavior and results. When these fail to work, that’s when it’s time for the performance conversation, which has five key steps: 1. Set a clear standard and set milestones of performance for the direct report. [continued on page 34] JUNE 14 33

Splash. . . [continued from page 33] 2. Inform the direct report where they are not meeting the standard and set milestones.

3. Give the direct report the opportunity to meet the standard and set milestones.

4. Offer assistance to meet the standard and set milestones.

5. Advise the direct report of the consequences of not meeting the standard and set milestones.

Sales managers know how to do this – the issue is getting up the nerve. Sales managers need to have the conversation as soon as needed – putting it off spares no one. Sales reps who want to be with you will step it up and improve. Those who

34 JUNE 14

are not capable/not interested will show very quickly (weeks not months) after the performance conversation. If things still don’t improve, the sales manager can move to the final warning, consulting with HR to effectively handle this and how to go your separate ways if that is required.

Kevin Higgins is CEO of training organization Fusion Learning <http://www.fusionlearninginc.com/> , recognized by Selling Power as one of the top 20 sales training companies in North America and as one of Canada’s Top Small and Medium Employers for 2014. He is the author of Engage Me: Strategies From The Sales Effectiveness Source <http://www.amazon.com/Engage-MeStrategies-Effectiveness-Source/dp/0992077109> .

Dynamics of Service When you attend you will:

Denise Semrow CIC, CISR, AIS SECURA Insurance

• Tune up your professional competence.

D2E!+<BF

• Become a more valuable, more productive and more satisfied employee. ()*234!,-#%./+!0++1234!5)-0+,6!#-!;#%/=!$#%!/20+!)99+66!,#!5)3$!5#-+!5)-0+,67!

• Improve your people skills dramatically.

,@+!)36;+-!26!A#.+-,6#3!A$)3 Thirty-four percent of Customer Service Representatives surveyed say their biggest frustration is dealing with difficult people.

The answer to this frustration is to provide specialized training to your CSRs so their responses, and ultimately, whole BC!$#%!)6!#;3+-!;)3,!,#!61+3=!/+66!>5+!#3!)=52326,-)>#3!.%,!9#3>3%+!,#!#;3!,@+! relationships, change for the better. .##0<!,@+!)36;+-!26!A#.+-,6#3!A$)3 BC!$#%!)6!#;3+-!;)3,!,#!6+//!$#%-!)4+39$<!,@+!)36;+-!26!A#.+-,6#3!A$)3 OPEN TO ANYONE July 16 • 2014 BC!$#%!;)3,!5#-+!9#3626,+39$!23!+)-32346<!239/%=234!1-#?,!6@)-234<!,@+!)36;+-!26!

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!

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8:00 am – 4:00 pm

The Dynamics of Service Program satisfies the update $155 includes: 123!455!26!789!4G2H9?!/2G937:2>!/I4>!B:!789!4>:J93C requirement for CISRs; no test, no dues requirement. materials • breaks • lunch You do not need to hold the CISR designation to attend.

D#!?3=!#%,!5#-+!,#=)$<!9)//!E)-$!F%-,#3<!G@2+C!H1+-)>34!HI9+-<!),!JKJLMMKLNOPQ Register at www.piaw.org or call 1-800-261-7429

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! !!!!!123!455!26!789:9!;<9:=2>:?!/#@%/&"#,!/A-,!B:!789!-,"0%/C !D#!?3=!#%,!5#-+!,#=)$<!9)//!E)-$!F%-,#3<!G@2+C!H1+-)>34!HI9+-<!),!JKJLMMKLNOPQL ://!9)//6!;2//!.+!0+1,!23!,@+!6,-29,+6,!9#3?=+39+L

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here when it matters most there when it matters most there when it matters most there when i

Competitive

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Price - Personal and commercial lines rates consistently among the most competitive in the state.

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And Sheboygan Falls agencies benefit from a total compensation package that’s one of the best in the industry.

To learn more visit www.sheboyganfallsinsurance.com or call Connie Jones at 800-242-7698 ext. 100

Remaining competitive in price, product and agency compensation… another way Sheboygan Falls is “There When It Matters Most.”

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Underwritten by Unimerica Insurance Company, Portland, ME. Administered by Lockton Risk Services.

36 JUNE 14

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

Todd Davis CIC

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 Holiday Inn – Fond du Lac Ethical Standards (Todd Davis) 4 WI Ethics CE, course # 65902

1:00 – 4:45 p.m.

Brookfield Suites – Brookfield 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.

November 11

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

communication

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Courage is what it takes to stand up and speak.

Courage is also what it takes to sit down and listen.

—Winston Churchill JUNE 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

October 2014

September 2014

38 JUNE 14

July 2014

December November 2014 2014

Coming Events

August 2014

June 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

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)

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

YPC GOLF OUTING Lake Geneva

19-21

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

21

CPIA 2â&#x20AC;&#x201D; IMPLEMENT FOR SUCCESS Appleton (7 WI CE)

9

ETHICAL STANDARDS Fond du Lac (4 WI 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 RUBLE Green Bay (16 WI CE, 3 of 16 are optional Ethics) 16

CISR AGENCY OPERATIONS Green Bay (7 WI CE, 1 of 7 is Ethics)

22-23

CISR COMMERCIAL PROPERTY Rothschild, Madison (7 WI CE)

11

HOT TOPIC/WILLIAM T. HOLD Brookfield (7 WI CE, 3 of 7 is Ethics)

12-14

CIC COMMERCIAL CASUALTY Milwaukee (20 WI CE)

3, 4

CISR PERSONAL AUTO Fond du Lac, Madison (7 WI CE)

8-11

CIC COMMERCIAL PROPERTY Middelton (20 WI CE)

The things people care about the most are the things they just

can’t afford to lose.

Like their identities.

That’s why West Bend’s Home and Highway® policy makes sense. Not only does it protect just about everything your customers own, it can also protect them from the devastating financial effects of identity theft.

And as an Official Supplier of The Silver Lining, it’s backed by your knowledge and experience.

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

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

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

Signed_______________________________ Dated_______________________

Total Amount from Dues Schedule $_______________ Send:

o

Check

o

MC

o

VISA

o

DIS

o

AMEX

Card No._________________________________________________________ Exp. Date_________________________________________________________ Name as it appears on card:__________________________________________________ Billing address if different from above: __________________________________________________________________ __________________________________________________________________ Payments to PIA are not deductible as charitable contributions for federal income tax purposes. However, they may be deductible under the provisions of the Internal Revenue Code as a business expense.