March/April 2020 by Professional Insurance Agents of Wisconsin

PROFESSIONAL AGENT March/April 2020

11 Years and Counting Unlike many other carriers, West Bend believes in the value of long-term relationships. Thatâ&#x20AC;&#x2122;s why many of our personal lines underwriters, like Nick, have worked with their agents for so long. Nick puts a high value on West Bendâ&#x20AC;&#x2122;s continuing education program, in part, because he learns alongside his agents and gets their perspectives. And that makes the relationships that much stronger.

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Cyber Security & Your Insurance Information...13 Honoring Those Who Served..................................14 Why You're Not Getting the Most From Your Training Dollars.............................................16 Business Etiquette for Agents.................................18 Agency Value or Agency Cashflow Which is More Important?.....................................20 Enhance Your E&O Culture in 2020....................22

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Education Section.............................................. 24-32 Winter Get-Away Wrap-up.............................. 34-36 PIAW Past Presidents Scholarships Awarded......36

Agency Perpetuation & Acquisition Workshop May 7, 2020 / SECURA Insurance / Neenah What last year attendees had to say! “Had a good time and learned a substantial amount of information. Jon certainly exceeded my expectations as well as the overall experience.” “Thanks again for having this class put together. In talking to my partner and other agency friends, every person agreed that this was one of the best classes we have attended in our industry. Thanks for what you do to help us.” “WOW, this was just what I needed!” (Please register today at piaw.org) MAR/APR 20 3

From the

President Sean M. Paterson, CIC — President, PIA of Wisconsin

Mid Term Update It’s hard to believe that I am already half way through my term as PIA President. It just seems like yesterday that I was at our annual convention giving a speech of acceptance and gratitude. Time sure does fly…. While time has been flying by, I can assure you the PIAW staff and our committees have been hard at work. I want to take the opportunity with this month’s article to bring all of you up-todate on our progress so far. Strategic Plan – We assembled a task force and did an in depth analysis of who we are, who we want to be in the future and how we are going to get there. We determined at the PIA of Wisconsin, we are a community of independent agents and other dedicated insurance professionals, working to promote and improve the independent agency channel. Our mission is to support the advancement and excellence of all independent agencies. Our new motto is: Educate. Advocate. Collaborate. Educate - We are the premier association for insurance education in Wisconsin. Grow your knowledge and your bottom line, at our education sessions. Whether you want to pursue a CIC, CPIA, CISR or CRM designation, or just meet your biannual Wisconsin CE requirement, you have come to the right place. Advocate - With three lobbyists representing you in Madison and many more in Washington, D.C., PIA is looking out for your interests and promoting the independent agency channel within state and federal government. Our goal is a regulatory environment that allows your agency to grow and prosper. Collaborate - PIA is a place for you to collaborate with, and learn from, other agents and many other professionals in the industry. Starting an agency? We’ve been there. Growing an agency? We’ve been there. Considering a new agency management system? PIA members have been there. Whether at PIAW's Winter Get-Away event in Minocqua, Annual Convention (ENGAGE 2020), YPC Scholarship Golf Outing or dozens of other events, you can collaborate with other professionals who have “been there.” However, a plan is only a plan and the most important part of a plan is the implementation. We are currently in the process of putting together a concise and detailed plan of the PIAW rebranding with the goal of a roll out at our convention this October. Website – one of the items heavily discussed in our strategic planning was the need for a new website. Thanks to the hard work of many committee members, our Executive Director, 4 MAR/APR 20

Pete Hanson and our website vendor, Mike Peterson and his company, Insurance Marketing Partners, we were able to roll out our new website this past January. There is a new look and a new feel but most importantly new technology that will allow the PIAW to better communicate with you, our members. This was the first step of many in our rebranding of PIAW. Education – Education has always been a strong pillar of the PIAW. PIAW staff member, Brenda Steinbach and the committee members do an incredible job bringing high quality educational seminars to Wisconsin. The CIC, CISR, CPIA & CRM classes are just a hint of what we have to offer. There are numerous webinars on a wide range of topics and many in-person classes, too. The committee continues searching for additional educational topics beyond insurance coverages. For example, if you are looking to buy or sell an agency, you will want to attend Jon Persky’s Agency Perpetuation & Acquisition Workshop on May 7th in Neenah. This class was so wellreceived last year, that attendees have asked us to bring him back to do it again! While he’s in Wisconsin, Jon will also teach a class on Hiring, Managing and Evaluating Agency Personnel on May 6th, in West Bend. Combine all these educational opportunities with our new relationship with Kaplan for prelicensing classes, it is very easy to understand why the PIAW is the “go to” resource for education in Wisconsin. YPC Golf Outing – PIAW’s Young Professionals Club has been working hard on a new look and feel for their annual golf outing. This year, the golf outing will be a single-day event – no longer tied to the Convention. This allowed the Committee additional flexibility on courses to play. You will want to keep your calendar open for August 6th, 2020 for the YPC golf outing at The Highlands Gold Course at Grand Geneva. Lake Geneva in summertime, golfing an incredible course and raising scholarship money for high school and college students. What could be a better way to spend a Thursday in August? Convention Committee – In my opinion, this is one of the hardest working Committees. They planned another fantastic Winter Get-Away event in Minocqua, this past February. The event was packed with CE opportunities and plenty of comradery. They are currently working hard on a new look and feel for PIA's Annual Convention – now called Engage 2020. This event will be held October 7 & 8 at the Hyatt Regency in Green Bay. I am happy to announce that our keynote speaker is New York Times best-selling author of “The Power of Consistency”, Weldon Long. If you attend Engage 2020 for no other reason than simply to see Weldon Long, it will be worth the price of admission.

If Weldon Long isn’t enough to attract you to Engage 2020, what about getting the opportunity to see the insurance industry’s thought leader on technology, risk, productivity and innovation: Steve Anderson. Not to mention, he’s also a USA Today & Wall Street Journal best seller for his most recent book, The Bezos Letters. In January, I saw Steve speak at a Ruble Graduate Seminar in Milwaukee. At the first break, I grabbed Brenda Steinbach and asked her if we’d be lucky enough to have Steve present at Engage 2020. Brenda was able to cash in a favor and Steve agreed to come and speak for us. The information he will share will help agency owners and support staff alike. This is an amazing opportunity and we are very fortunate to have him at our event. Our goal is for Engage 2020 to be an event that after you leave, you will be better positioned for success. Without a doubt, Engage 2020 is shaping up to be an incredible event you won’t want to miss. Legislative Efforts – While you are tending to your business with clients, PIA of Wisconsin is tending to your business in the Wisconsin Capitol. Executive Director Pete Hanson and our lobbyists at DeWitt Law Firm monitor all the bills and administrative rules that are introduced, looking carefully at proposals that relate to the insurance and financial services industry. PIAW advocates in favor of proposals that are good for agents and the independent channel, and against those that might harm independent agents or the industry as a whole. In the current legislative session, alone, PIA has pushed through legislation to rein-in unscrupulous public adjusters who swoop into Wisconsin after natural disasters, because we are one of only five states that does not put limits on their activities. We also helped craft

cybersecurity legislation that will fight data breaches and help to protect our industry and our clients from cyber criminals. In Washington, D.C., you have a team of federal lobbyists tending to your business there, as well. PIA National lobbyists are advocating for you in the House, Senate, White House and regulatory agencies. At the close of 2019, they helped our industry achieve three major victories: • The National Flood Insurance Program (NFIP) was extended until September 30, 2020. • The Cadillac Tax was permanently repealed. • The Terrorism Risk Insurance Program (TRIA) was extended through the end of 2027. As you can tell, a lot goes on behind the scenes. We have recently created a political action committee (PAC) at the state level, and we are developing an annual fundraising event that will raise our level of influence in the Wisconsin Capitol. This will be a sporting clays event will be called the PIA PAC Shoot and will be held May 20th, 2020 at Milford Hills Hunt Club. This event is fun for avid shotgunners and new shooters, alike. If you like to shoot guns, this is an event you can’t miss! These are just a few of the highlights of what has been going on behind the scenes at PIA of Wisconsin. I want to thank all of our committee members for their time and dedication to the PIAW. As I mentioned earlier, we are halfway through my term as president and there is still plenty to accomplish. We have momentum on our side and I’m confident we’ll finish the year strong. To your success, Sean M. Paterson, CIC

Solving Problems Makes Us Attorneys; Anticipating Them, Makes Us a Partner. Our attorneys have extensive experience in the unique legal needs of insurance agencies. We have represented hundreds of agencies, agents and brokers in all aspects of their business. Agency Ownership & Operations • CSR & Producer Employment • Appearances Before OCI • Drafting Contracts • Mergers & Acquisitions • Perpetuation & Succession • E&O Consultations

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Memos from

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

3 Wins at the End of the 2019-2020 Wisconsin Legislature’s Session With only a week to go in the 2019-2020 Session of the Wisconsin Legislature, three bills backed by PIA of Wisconsin appear headed for the Governor’s desk for a signature. Each one is a victory for independent agents, our clients and our industry as a whole: Bill to Rein-In Public Adjusters Heads to Governor’s Desk Registration of public adjusters will become part of Wisconsin law if a bill that cleared the Wisconsin Legislature on February 11th is signed into law by Governor Tony Evers. PIA of Wisconsin has lobbied in favor of regulating public adjusters who swoop into Wisconsin following natural disasters. This is because some public adjusters convince desperate homeowners to sign contracts with inordinate fees that hamper the homeowners’ ability to complete covered repairs on their homes. 45 other states already regulate public adjusters because of the consumer protection aspect and the tendency of their activities to unnecessarily drive up claim costs and premiums in the personal residential market. If Governor Evers signs the bill, Assembly Bill 357 will make Wisconsin the 46th state to regulate public adjusters. The bill creates some limitations on their contracts with consumers and it requires out-of-state public adjusters to register with OCI. Insurance Cybersecurity Legislation Passes State Assembly Legislation to create cybersecurity standards for the insurance industry in Wisconsin has passed the Wisconsin Assembly on a unanimous vote and will likely pass the Wisconsin Senate, in March. This legislation (2019 Assembly Bill 819) creates standards for insurance businesses that will help protect customers’ private information from hackers. Larger businesses will be required to

6 MAR/APR 20

conduct risk assessments, develop information security programs based on those assessments and submit those plans to OCI. Small businesses, including most PIA members, are exempted from these requirements. PIAW lobbied for a strong small business exemption because the cost of hiring a consultant to create an information security plan would be a burden for businesses without their own IT staff. The exemption says that if your business has fewer than 25 employees, or annual revenues below $5 million, or assets less than $10 million, you do not have to comply. Even for businesses who do not have to comply, the legislation lays out a roadmap for good information security practices. The entire insurance industry in Wisconsin worked together with OCI and with lawmakers to pass this legislation. By getting out ahead on this issue and becoming one of the early states to adopt a cybersecurity law, we were able to design a law that accommodated the small businesses that are members of PIAW. Tax Credit for Crop Insurance Proceeds When a farmer has a disastrous crop season, the last thing he or she needs is a higher state tax bill, to boot. This is why PIAW has backed a bill to include crop insurance claim payments in the calculation of the manufacturing and agricultural tax credit. That bill, Senate Bill 387, has cleared both houses of the Legislature as of Thursday, February 20th. If the bill is signed into law, Wisconsin farmers will be able to avoid having their state income tax shoot up during a bad-weather year, because they had income from crop insurance claims rather than crop sales. If you would like to ask Governor Evers to approve any or all of these bills, you can contact his office at (608) 266-1212 or EversInfo@wisconsin.gov.

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From the

Boardroom Mitch Tarras — Director, PIA of Wisconsin

Family and Insurance Recently, my wife Stephanie and I welcomed our first baby into our family. Rock Arthur Tarras came into the world November 6, 2019. I know all parents out there can speak to the incredible feeling of seeing that baby for the very first time. There is nothing like it. Having that new bundle of joy will also give us the ultimate work/life balance test. The nights where we don’t sleep more than an hour or two. Being on alert 24/7 for feedings, diapers, and of course snuggles. Two cranky parents and a crying baby for weeks on end will be one of the biggest tests a lot of us face. Ours is also a unique situation as I have my 10-year-old son, as well. I need to balance my time with him too. Like a lot of you out there, I don’t stop thinking about work for a few hours after leaving the office. Yes, we are “done with work,” but the frustration of dealing with an angry customer may not leave your brain until about 9pm. It hit me pretty hard a couple weeks ago when I was at my home office at about 7pm and my son came walking in with his football in hand. He asked if we could go out and play catch. I replied that we could when I was finished. Then came his words: “why do you work so much?” That one got to me. This should have been time with family. Bringing home frustration and anxiety is hard enough when there isn’t a baby welcoming you home with a full diaper and a fussy belly. So how do I separate that work mindset from the duties of being a parent to a newborn? What I have taught myself so far that seems to really be working is “shut your brain off.” Shut it down. Be in the moment. Laying on the couch smiling at your baby or watching the Bucks game with your

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basketball obsessed 10-year old takes zero concentration or focus. Just be there. Once you realize you are there with the ones that mean the world to you and doing the only thing that puts you in a better mood makes everything better. Trying to get the baby to smile at you one more time or explaining to your son why this is the best Bucks team of your lifetime can make that frustrating workday disappear in a second. Everybody talks about how this time goes so fast and, once it’s gone, you can’t get it back. We can write more new business and renew more policies but we can’t get that time back with those special little people. I know one thing for sure, I’m soaking it all up and trying to make this time go as slowly as possible. Be at work and sell new business like crazy. When it’s time to come home, be at home. Take that time tonight to ask your daughter what the best part of her day was. Build that fort with your little guy in the living room. Focus on your significant other. Call your mom, dad, brother, sister or friend who would love to hear from you, but knows you are “so busy.” Remember that your first commitment is to the special people in your life. Having that part of your life in order has a funny way of restoring order to your work life, as well.

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Now PIA members can sell the same great PIA cyber insurance coverage that many have already purchased for their own agency. PIA’s cyber insurance is the first cyber insurance program tailormade for small and medium-sized businesses. The PIA enhanced cyber insurance policy covers both first- and third-party loss for the most common cyber risks such as social engineering, funds transfer fraud, ransomware, network interruption, data breach, network security, and media liability. In addition to the seven coverage parts, PIA members’ clients are provided with special PIA enhancements and reduced rates compared to ABAIS’s standard program for social engineering coverage. PIA members who sell the PIA cyber insurance receive 12.5% in sales commission. Getting started is easy. Start protecting your clients today. Need more information? Contact Heidi at hhodel@piaw.org or (800) 261-7429 MAR/APR 20 9

OCI Administrative

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

Madison, WIâ&#x20AC;&#x201D;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 Khalilah S. Brister, 9831 W Menomonee Park Ct., Apt. 4, Milwaukee, WI 53225, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Tiana L. Burton, 740 Oconto Pl., De Pere, WI 54115, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Joanne E. Carey, 3390 Whispering Pines Ln., Eau Claire, WI 54701, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Melissa A. Ceja, 1715 Spring Rose Rd., Verona, WI 53593, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Iyeshea R. Cohen, 1007 Ohio St., Racine, WI 53405, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Robert D'Agosta, 3862 Laurel Ln., Center Valley, PA 18034, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by FINRA and NASD and being named in lawsuits containing allegations of unsuitability, breach of fiduciary duty, misrepresentation, and fraud. Jennifer J. Deloughary, 870 Carole Ln., Fond du Lac, WI 54935, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing practices. Christina S. Harris, 5244 Cameron Creek CV, Apt. 71, Fort Worth, TX 76132, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Michael Helvick, 6415 Bluegrass Cir., Mount Pleasant, WI

10 MAR/APR 20

53406, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Travontay D. Hopgood, 4270 N 47th St., Milwaukee, WI 53216, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Deborah D. Jennings, 2655 Lake Point Dr., Apt. 1426, Grand Prairie, TX 75050, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Adrian C. Lewis, 3937 N 24th St., Milwaukee, WI 53106, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. David C. McKnight, 13440 N 44th St., Apt. 1030, Phoenix, AZ 85032, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Cristina Mendoza, 1206 Reagan Dr., Laredo, TX 78046, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Scott D. Nelson, 6306 W Lakefield Dr., Apt. 5, Milwaukee, WI 53219, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jesus O. Perales, 3888 Baybrook Dr., Aurora, IL 60504, 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 Illinois on a licensing application, owing delinquent taxes, and failing to respond promptly to inquiries from OCI. Esterllin Perera, 80 E 53 Terr., Hialeah, FL 33013, agreed to surrender her Wisconsin insurance license and agreed to pay a forfeiture of $500.00 upon any reapplication. These actions were taken based on allegations of having an employment termination for cause and failing to respond to inquiries from OCI.

Tanzenia L. Session, 1608 Avalon Pl., Wichita Falls, TX 76306, had her application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct and for failing to respond promptly to inquiries from OCI.

Paul W. Fitzgerald, 402 Signal Mountain Blvd., Signal Mountain, TN 37377, had his application for an insurance license denied. This action was taken based on allegations of failing to disclose administrative actions taken by the states of North Dakota and Alabama on a licensing application.

Matthew J. Sletten, 4985 Evergreen Dr. N, Apt. 8, Hugo, MN 55038, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Abbie J. Flynn, N1951 450th St., Maiden Rock, WI 54750, had her applications for a federal crime waiver and an insurance license denied. These actions were taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to comply with sentencing conditions imposed by the courts.

Terry C. Steffen, 1040 Windhill St., Onalaska, WI 54650, had his application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct. Andrew Storlie, 501 Shelbourne Ct, Apt 92, Racine, WI 53402, had his application for an insurance license denied. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct and having unpaid civil money judgments. Jerome A. Timmermann, c/o The Timmermann Group, 205 N. Main St., Breese, IL 62230, agreed to the issuance of a two-year conditional insurance license having certain reporting requirements. This action was taken based on allegations of having an administrative action taken by the Illinois Securities Department, criminal convictions, an insurance company reprimand, and failing to respond promptly and completely to OCI. Maria A. Volpe, N3016 County Rd. JJ, Merrill, WI 54452, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.

Amrit P. Lal, 3785 Richland Pkwy., Brookfield, WI 53045, agreed to the 60-day denial of his application for an insurance license. This action was taken based on allegations of failing to disclose delinquent tax obligations and an administrative action taken by the State of Wisconsin on licensing applications. Marcel Stevens, 1634 E Harding Dr., Apt. 8, Appleton, WI 54915, had his application for an insurance license denied. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, providing false information on a licensing application, having unpaid civil money judgments, and failing to apply for and obtain a federal crime waiver. Jason R. Waters, 514 E South St., Lisbon, IA 52253, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose administrative actions taken by the State of Wisconsin on a licensing application.

Bill J. Walton, c/o Accelerated Wealth, LLC, 13570 Meadowgrass Dr., Ste. 100, Colorado Springs, CO 80921, agreed to the issuance of a two-year conditional insurance license having certain reporting requirements. This action was taken based on allegations of having an administrative action taken by the State of Colorado Securities Commissioner, a lawsuit containing allegations of copyright infringement, failing to disclose an administrative action taken by the State of Wisconsin on a licensing application, and failing to respond promptly and completely to inquiries from OCI. Renee Wittlinger, 412 N 7th St., Colby, WI 54421, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Kevin J. Yonke, 205 Prospect Ave., Pewaukee, WI 53072, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Mark R. Zellmer, 940 E Eldorado St., Appleton, WI 54911, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Richard Casarez, Jr., 901 Elmwood Dr., Menasha, WI 54952, agreed to the issuance of a conditional insurance license with certain reporting and disclosure requirements. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct and failing to timely provide documentation required to complete a licensing application. MAR/APR 20 11

Question: Can we discipline employees for complaining about the company on social media? Answer from Sarah, PHR, SHRM-CP: Probably not. Depending on what they said, and who responded to it, their speech may be protected under Section 7 of the National Labor Relations Act. Section 7 protects concerted activity by employees that relates to the terms on conditions of their employment. Concerted means “in concert,” so two or more employees must be involved, but this is easily achieved on social media if a co-worker even just “likes” the post. Terms and conditions could include pay, hours, work environment, treatment from managers, benefits, or violations of labor and employment laws. We understand that this sort of social media activity by employees can be frustrating. One way to reduce the likelihood that employees will air their grievances on social media is to establish a means for them to do so internally. Employee surveys, comment boxes (whether physical or online), stay interviews, and true “Open Door” policies are common ways to solicit this feedback. The key is to be willing to listen and act on the information you gather. If employees believe that taking their complaints directly to a manager will end in retaliation, or that it simply won’t lead to any change, they’re more likely to keep complaining on the internet.

Question: Our busy season starts next month. Is there anything we can do to help our employees reduce their stress? Answer from Jenny, SPHR, SHRM-SCP: There is! Here are a few things you can do to make the busy season run as smoothly and stress-free as possible: Remove or reassign non-essential work duties: Before the busy season begins, ask employees to make a list of tasks that others could feasibly handle for them or that could be put on hold. Then work on reassigning those tasks or simply hold off on non-essential tasks until business slows down. Allow for flexible scheduling: If employees need to work longer hours on some days during the week, consider allowing them to work fewer hours other days of the week. Be aware, however, that some states have daily overtime laws. Budget for overtime: Employees may need to work extra hours to get their job done, so allow them to work overtime if you (and they) can swing it. If you’re pretty sure overtime will be necessary, try to make sure employees know that ahead of time, so they can plan accordingly. Ensure all equipment is fast and reliable: It's important to identify, troubleshoot, and correct any slow or non-working equipment issues (whether laptops, cash registers, or vehicles) before employees gets slammed with extra work. Do preventative maintenance to take one less stressor out of the busy season.

Question: During an exit interview, a departing employee accused one of our managers of harassment. Should we investigate even though the accuser is no longer employed here? The manager has been with us a long time, and we’ve never heard any complaints about him before. Answer from Celine, SHRM-CP: Yes, I would recommend investigating the allegations even though the accusing employee has left the organization. If your investigation shows that harassment occurred, I would recommend taking disciplinary action as appropriate. Federal law obligates employers to prevent or stop unlawful harassment. Harassment happens when behavior is unwelcome and based on a protected class such as race, gender, age, religion, national origin, or disability. It becomes unlawful when it is severe or pervasive enough to create a hostile work environment. In this case, since you’ve been made aware of alleged sexual harassment, failing to investigate the allegations could invite risk, especially if additional complaints are made against the same individual. 12 MAR/APR 20

Cyber Security & Your Insurance Information Almost everyone has some kind of insurance policy covering everything from their possessions, health, loss of income, or life. We depend on it to protect our financial well-being. And, we depend on those we trust with our personal information to ensure it remains secure. Modern society relies on so many aspects of cyber infrastructure, data storage, and transmission in the insurance marketplace. I authored Assembly Bill 819 which creates data security measures for insurance in order to mitigate the potential damage of a data breach. The law applies to insurers, insurance agents, and other entities licensed by the Wisconsin Office of the Commissioner of Insurance. Under the bill, a licensee must conduct a risk assessment. The risk assessment must identify and analyze foreseeable threats that could result in unauthorized access, transmission, disclosure, misuse, alteration, or destruction of non-public information. An analysis by the nonpartisan Legislative Reference Bureau states: “the bill defines “nonpublic information” to mean nonpublic electronic information in the possession, custody, or control of a licensee that is either information concerning a Wisconsin resident that can be used to identify the individual in combination with another data element, such as a Social Security number, or certain health-related information that can be used to identify a Wisconsin resident.” Based on their individual risk assessment, each licensee or third party provider shall develop, implement, and maintain a comprehensive written information security program. Included within each individual security program will be administrative, technical, and physical safeguards for the external and internal protection of nonpublic information and the licensee’s information system. Additionally, individual plans must define and periodically reevaluate a schedule for retention of nonpublic information and a mechanism for its destruction when the information is no longer needed. To certify they are in compliance with the requirements set forth in the bill, an annual written statement will be required from each

insurer domiciled in Wisconsin and submitted to the Insurance Commissioner by March 1st of each year. If an insurer identifies areas, systems or processes that require material improvement, updating or redesign, it will be required to document the identification and the remedial efforts to address them. Their documentation must be available for inspection by the Commissioner of Insurance. The Legislative Reference Bureau’s analysis additionally stated: “The bill also requires that a licensee develop an incident response plan to promptly respond to, and recover from, a cybersecurity event that compromises the confidentiality, integrity, or availability of nonpublic information, the licensee’s information systems, or the continuing functionality of the licensee’s business or operations.” As chairman of the Assembly Committee on Insurance, I’ve been working with the Wisconsin insurance industry for the last 3 years in drafting Wisconsin’s redline version of the National Association of Insurance Commissioners Data Security Model Law. Supporting the bill is a vast coalition including: Wisconsin Insurance Alliance, Wisconsin Council of Life Insurers, Professional Insurance Agents, Independent Insurance Agents, National Association Independent Financial Advisors, American Health Insurance Plans, Alliance of Health Insurers, and Office of the Commissioner of Insurance in both Governor Walker’s and Governor Evers’ administrations. Wisconsin’s home to 346 domiciled insurance companies, employing about 82,000 people, including over 37,000 agents. Assembly Bill 819 creating data security measures for insurance protects not only the insurance industry and its place in Wisconsin, but protects you and your personal information collected by the insurance industry.

By: Kevin Petersen, Assembly Insurance Committee Chair MAR/APR 20 13

Honoring

Those Who Served

PIAW and 1752 Club Thank Luke Strupp

Featured Veteran in the Industry: Luke Strupp, Keener Insurance Solutions LLC, Germantown, WI The Wisconsin 1752 Club, in conjunction with the PIA of Wisconsin, are sponsoring a Badger Honor Flight for a veteran to visit their war memorial. Additionally, throughout the year we will be highlighting current PIA members who have served our nation in the military. Luke Strupp did not grow up planning to join the military and serving his country. While in high school, it was probably the last career path he would have chosen. After graduating from high school, Luke went to college like many teens do. Shortly after getting to college he realized it was not for him and he decided to move back home. Luke bounced from job to job but did not have direction in his life. He decided one day to visit an air force recruiter and soon realized the military afforded the structure and purpose he was looking for.

their needs. Luke also points out that joining the military helps tremendously in time management skills. He has not been late to an appointment since he returned from active service in 2014!

Luke served four years (2010-2014) as a Senior Airman in Security Forces of the Air Force and his primary responsibility was flight line security with an emphasis on top side security of nuclear assets. Lukeâ&#x20AC;&#x2122;s time in the military has had an indelible positive impact on his life and has given him the guiding principles he lives by today: service before self, excellence in all you do and integrity (if you always do the right thing you will be rewarded). These same principles have helped Luke become a successful insurance agent. His philosophy of always putting the customerâ&#x20AC;&#x2122;s best interest first has rewarded his clients and they know first and foremost he is concerned about covering

Luke is very glad he has chosen a career in insurance. He jokingly pointed out the biggest difference between what he was doing in the military to now is that he holds a mouse daily instead of a gun. If you run into Luke at one of the many PIA functions he attends, please make sure to stop him and thank him for his service. Without selfless people like Luke serving and defending our country none of us would be afforded the freedom we too often take for granted.

THANK YOU VETERANS 14 MAR/APR 20

When I asked Luke how he got into insurance he said it was simply through an extended family relationship. He knows our industry has a lot to offer veterans, but sadly there seems to be a disconnect in getting veterans to consider a career as an insurance agent. Luke suggests agency owners consider Facebook groups dedicated to people exiting the military, attend trade fairs for veterans and post positions on job boards specifically designed for veterans.

By: Bruce Urben, The Hanover Insurance Group

WHEN THE DOOR DINGS, WE ANSWER. AUTO INSURANCE THAT’S DESIGNED TO BE WORRY FREE Wheels are the way around life. Protect vehicles with auto insurance from the Worry Free Company — IMT Insurance. Learn how you can represent IMT Insurance at imtins.com/contact and help your policyholders Be Worry Free with IMT.

AUTO | HOME | BUSINESS

Protect the Reputation and Assets You’ve Worked Hard to Build: Choose the Right Agents’ Errors and Omissions Program! Utica National and Agents Service Corporation can help. More than 10,000 agencies have placed their trust in Utica National over the last 50 years because they offer:

› › › ›

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

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

combination of protection and premium you need! Contact Heidi Hodel at PIA Wisconsin by phone at 608-274-8188 or via email at hhodel@piaw.org for more information.

MAR/APR 20 15

By: Kate Zabriskie

Why You’re Not Getting the Most from Your Training Dollars and How to Start Getting a Better Return Each year, organizations waste thousands of dollars on training that doesn’t deliver what the people who bought it thought it would. Consequently, many of those remorseful purchasers determine that either training has no value to their employees, the training facilitators don’t know what they’re doing, the program designers are out of touch with reality, or all three. If only the root causes of training failures were as simple as those. Even with willing learners, great content, and strong facilitation, you can still encounter a host of problems that will keep you from realizing strong returns on your training investment. If your training isn’t delivering what you think it should, you may be suffering from one of three major problems that plague organizations big and small. Problem One: Training isn’t part of a larger learning ecosystem. Just because people participate in a workshop, it doesn’t mean they will change their behavior back on the job. In fact, even if while in class they demonstrate an ability and willingness to do whatever is being taught, all may be lost once participants exit the classroom. Why does this happen? Good workshops usually fail to deliver because they are treated as a training solution instead of a component of one. In other words, a workshop isn’t the answer in itself; rather, it should be part of a larger apparatus or ecosystem. Solution Creating a strong learning ecosystem is an ongoing and often complex endeavor. It takes time to build a holistic structure that supports continuous development. That said, start small. For example, ask yourself: • Prior to training, do managers explain to people why they will attend a course and how they are expected to use what’s 16 MAR/APR 20

• •

learned after the session? Will someone with authority (other than the facilitator) launch the session by explaining how the workshop ties into the bigger picture? Are there check-in opportunities after training to ensure that participants are implementing new behaviors?

If you answer “no” to any of those basics, do what you need to do to shift those answers to “yes.” Next, think about the incentives you can put in place to encourage behavior change and the barriers you need to remove to encourage success, and the corrective action you will take if what’s happening in the classroom isn’t replicated on the job. Once you start thinking holistically and view courses and workshops as a component of learning versus learning in its entirety, you will have taken the first step in getting the most out of your training dollars. Problem Two: Continuous learning isn’t part of the culture, and training isn’t treated as a priority. You have great content, you have a skilled facilitator in place, and half the people scheduled to attend the course don’t attend because training isn’t a priority. When training occupies a position of “nice to have” and not “need to have,” getting the most from it becomes problematic. This most often happens when people are survival mode instead of on a growth trajectory. In other words, they are scrambling to get through the work instead of thinking mindfully about the work they’re completing and how they’re completing it.

In practical terms, if people are always putting out fires and don’t regularly ask “what have we learned” and “how can we improve,” why should they care about learning new skills? Solution Shifting from a reactive culture to one that is deliberate about its activities takes months or even years. However, it’s not difficult to make big strides over time when you begin by asking the right questions up, down, and across an organization. Start the improvement conversation at multiple levels and at different times. Frequently ask, “what have we learned,” “what do we need to do better next time,” “what do we wish we’d known earlier,” and other such questions after projects, meetings, presentations, and so forth. In the rare instances when something goes perfectly, remember there are still questions to ask: “How can we replicate what we just did,” “why did that work well,” “is there any reason this approach won’t work again in the future,” and so on. When questioning becomes the norm, the solutions offered via training should have stronger importance and value. For example, if turnover is an issue, a learning organization wants to know why and may ask several questions: “Are we hiring the wrong people,” “are we expecting too much,” “is there something better for the same money somewhere else,” “do our managers not manage well,” “do we need to provide people with better tools,” and so on. Then, when learning and improvement are a priority, you’ll hear such things as, “Today is a training day for me. I’ll be unavailable until 4:00. If you have an emergency, please see my supervisor Melissa. The workshop I’m attending is of top importance and part of my effort to reduce the turnover in our department.” Who can argue with that? The logic sounds right and ties into bigpicture improvement goals. To get larger returns from training, use questioning to drive improvement. The answers will help people connect the dots and understand why training is a priority and not just something they do because Outlook tells them to show up in a classroom.

Problem Three: Few annual development plans exist. The world doesn’t stagnate, and your employees shouldn’t either. If they’re doing their work the same way they were five years ago, and nobody is encouraging or demanding change, why should they care about training or think you care about them? Solution Regardless of level, every employee should have a development plan and some learning and growth goals that connect to the big picture and enhance their skills. “I want to improve XYZ skill to drive ABC result, and 123 is how I plan to grow,” is a quick and easy format to follow when setting development goals and three to five goals is a good number for most people. Better still, if you can tie those goals to performance reviews, you’ll be amazed at the interest people develop in improvement, training, and implementing new skills. As with the other two solutions, start small. If your company, for example, has no development plans, choose a department and pilot them. Act Now Whether you suffer from one, two, or all three of the problems described, take action now. When thoughtful goals and development plans are put in place throughout an organization, people are conditioned to ask the right questions and drive toward improvement, and a strong learning ecosystem supports learning, it is almost impossible not to realize a stronger return on your training dollars. ABOUT THE AUTHOR: Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised. For more information, visit www. businesstrainingworks.com.

MAR/APR 20 17

Business Etiquette for Agents Some Finer Points Most business etiquette is common sense. The following are some finer points: • •

• • • • • •

• • • •

If someone tells you that you didn’t get the business, smile, find out why, thank the person for his or her time, make sure the door is open for the next opportunity, and exit courteously. Always allow the customer or prospect to decide where you’re going to eat unless she is visiting your home turf and asks you to choose. At that point, ask what kind of food she prefers, and give her a choice of locations. If you have someone else from your company with you, always let the customer or prospect sit in the front seat of the car, unless he begs you to sit in back. Always pick up the check. Know the rules of any game you’re going to play with a customer or prospect. Walking across someone’s putting line in golf can really tick some people off. Don’t be overly competitive, you might even let the customer win if possible. Make sure you’re at least of average skill before you try bonding over any kind of game. Extend common courtesy to everyone you encounter. This includes all people at the company you’re calling on, not just the person you’re there to see. In addition, be polite to the competition, people you pass on the street, and even the in-laws you don’t particularly like. You don’t have to go overboard— just be pleasant and professional. Don’t sit down until the customer or prospect is seated. Never assume anything, and always give the customer or prospect a chance to save face. Never argue with the customer or prospect. Never walk into a customer’s facility with a competitive product that is sold on the premises.

18 MAR/APR 20

By: John Chapin

General rules for social situations: • • • • • •

Watch what you say. Don’t say anything you don’t want someone to hear. For the most part, avoid any controversial topics. Be sociable. If you’re unsure of what to wear, it’s always better to overdress. You can always take something off. Don’t drink too much. Be selective about whom you hang out with. Watch what you do and how you act.

Items You Present to the Prospect or Customer Brochures, proposals, business cards, gifts, and other items speak volumes about you, your company, and your product. They may not make or break the sale, but they can dramatically affect your image. Keep these rules in mind: • • • • •

Brochure pictures and the brochure itself should be in color and professionally printed. Make sure all spelling and grammar is correct. Have the prospect’s name and title correct. Proposals should be thorough but not overwhelming. If you are answering a request for proposal (RFP), follow the instructions completely. Make sure all gift items are clean, brochures and proposals are not wrinkled or soiled, and written information is clear, concise, and professional.

Don’t skimp on business cards. Here are some quick rules: • • • • • • •

Get your cards printed by a professional, not on your home computer. Use raised print. Use color. Add your picture to your business card. Add distinguished honors, club memberships, etc., to your business card. If you are a member of the 100 Percent Club, the Inner Circle, or any other specially recognized group within your industry, have these printed on your card. If you would like to present an image that’s out of the ordinary and a “cut above,” try: • A card that is twice as thick as a standard business card. • A larger card than usual. • A shape other than rectangular. • A magnetic business card. • A folded card with details inside.

Use good judgment with your business card design. If you’re selling to conservative bankers, you don’t want hot pink business cards. At the same time, if you’re in the flower business, a scented and colorful card might work. The Pen You Use

Your approach to a sales call begins in the prospect’s parking lot, sometimes even before. One person I know got cut off in traffic and gave the other driver a “not so nice” gesture. The driver followed him into the parking lot of the company he was calling on. It was the CEO’s secretary. Not good. You never know who can see you from which window or who is in the parking lot with you. Act as if you have a camera and microphone focused on you at all times. We all know of situations where people have said something inappropriate, not realizing that others were listening. Watch what you say about the competition and other people anytime you are in public. It’s a small world—as many of us have learned the hard way. Where You Park Your Car Do not park up front in the prime parking spots. These are reserved for customers and sometimes upper-level management. You should park in spots at the back of the lot or spots that are the farthest from the facility. John Chapin is a motivational sales speaker and trainer. For his free newsletter, or to have him speak at your next event, go to: www. completeselling.com John has over 32 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. You can reprint provided you keep contact information in place. E-mail: johnchapin@completeselling.com.

Have a high-quality pen and make sure it works. Also, have a backup pen. By high quality, I mean a Cross pen or something similar. Note 1: Many businesses give out company pens. If you have a goodquality pen from the company you’re calling upon, bring the pen with you and use it while you’re on the call. Note 2: All the pens you use should have black or blue ink unless you have a great reason related to your business that dictates another color. The Car You Drive If you have a company car, you can disregard this part. The car you drive projects a certain image. You can impress people with a car, turn people off with a car, and you can make people jealous with a car. Some potential customers will decide you make too much money or, perhaps not enough money, based solely upon the car you drive. When selecting a car, your objective is to drive a business car that is appropriate for what you are selling and one that puts you in a position where you are least likely to be judged negatively. A fireengine red 700 Series BMW may not be the best car for calling on bankers, yet it would be appropriate for calling on dentists, doctors, or lawyers. A Ford Taurus may not be the best car to drive if you’re selling Lear jets, but it is fine if you’re selling office products. If you sell Cadillacs, you’d better be driving one. Look at what customers and other salespeople in your industry drive. Keep your car as clean as possible. Fuzzy dice and other idiosyncrasies probably aren’t a great idea. There aren’t too many bumper stickers I’d recommend either, especially political or religious ones. Keep the car smelling good. One more note: out-of-state license plates can be a potential red flag. Make sure the out-of-state plates are appropriate or that you have an appropriate answer for why you have them. MAR/APR 20 19

AGENCY VALUE OR AGENCY CASHFLOW WHICH IS MORE IMPORTANT IN A TRANSACTION?

By: Al Diamond, Agency Consulting Group, Inc. The VALUE of an agency is calculated by determining its future earnings potential over a reasonable period of time including the risk factors that may increase or decrease the earnings potential because of specific issues unique to the agency.

So, if your agency is "valued" at $1,000,000 do you believe that most owners or potential buyers can pull $1,000,000 in cash out of petty cash to sponsor the value or acquisition of the agency? PROBABLY NOT!

The CASHFLOW of an agency defines how much annual discretionary income is left to sponsor a potential payout for the value of the agency.

An existing owner without expectation of a transition of ownership will purchase life insurance to provide for his family in the event of death during his expected career. Any internal or external buyer will either pay the owner over time or will need to finance sufficient funds to pay the seller and then schedule payments to a financer for the principal and interest of such a transaction.

VALUE is determined from the perspective of the appraiser. This means that if the current owner of an agency is determining the value of his own agency for estate planning purposes with no intention of selling, he will create the value as a Going Concern and will project his future earnings potential based on historical performance, both growth and profitability. So, if the current owner expects to have the agency for at least 10 more years and can project profitability of $1,500,000 generated over that period of time, the simplistic value of the agency to him (and the amount of insurance he should have) is relatively equal to his earnings potential over that period of time. If the same agency is being valued by a potential buyer who expects to purchase the agency and pay for it over five years, the historical trends of growth and profitability must be tempered by any changes the new owner expects in either growth path or in expenses and profit potential different than that of the current owner. The "value" of the agency will be different as a Going Concern than as a Fair Market Value and every person valuing the agency will likely have different criteria that will change the potential value of the same agency based on changes in expected earnings potential, the length of time needed to complete a transaction and risk factors associated with the historical and prospective changes to the agency. 20

MAR/APR 20

HERE's WHERE CASHFLOW BECOMES MORE CRITICAL THAN EVEN THE AGENCY'S VALUE, ITSELF. Cashflow is the free cash that could be available to pay for the principal and interest of an agency payout. Over 60% of the agencies in the US are managed through 'Piggy Bank' economics. Any money beyond the agency's expense needs go to the owners, one way or another. Some agents do so to presumably minimize their tax liability. These owners are so intent on not paying taxes that they operate their agencies for their full generation of ownership without showing the agency's financial success through profits that accrues to retained earnings and reflects in growing agency value through Balance Sheet Tangible Net Worth. But, eventually, every business needs to transition ownership, internally or externally. When that happens the successor or perpetuator must establish a 'VALUE' of that business to pay the retiring owner. How do they establish a value when the Company has shown virtually NO PROFIT --- EVER! If you are in the insurance business and are relatively successful would you buy an agency that pays its owner a living wage and

never shows any profits?? How much would you pay for it? One way that a buyer determines what he can afford for an acquisition is by determining the business' CASHFLOW, the free cash that would be available to pay for the principal and interest for the value of the business. So every Valuation done by Agency Consulting Group, Inc. includes, not only the value estimate of the asset being transferred, but also included is a CASHFLOW ANALYSIS that presents the projected free cash available in the agency over the next fifteen years. So, if we determine that an agency is worth $1,000,000 in value, we also present the annual cashflow potential of the agency that defines the principal and interest the agency can afford to pay for itself. If the cashflow is $150,000/yr the $1,000,000 price tag for the agency may take seven to eight years to pay for the purchase (once we also include an interest rate on the remaining principal).

than the theoretical value of the agency. Or, if the VALUE is the amount that must be paid for the agency, the payout term may have to be long enough to pay for the $1,000,000 principal and interest. In that case the transaction may carry a 7-8-year payout or more depending on the interest rate charged by the seller or the financer. Most agency transactions are projected on five-year terms but we have been able to obtain outside 10-year money if the seller requires full payment for the transaction. WHAT'S MORE IMPORTANT, VALUE OR CASHFLOW? The answer is that they are equally important. No one will purchase an agency that cannot demonstrate a strong value potential. However, the value is an illusion if the agency cannot generate sufficient cashflow to support the presumed value and the cashflow must demonstrably fund the payout of the value of the agency over a reasonable period of time.

If the offer must be paid off in five years, the offer may be less

MAR/APR 20 21

Enhance your E&O culture in 2020 by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates, Inc. and Consultant to the Utica National E&O Program With the bustle of the holiday season over and 2020 well underway, it’s a good time to give serious consideration to implementing initiatives that will enhance your errors and omissions (E&O) culture, increase sales and add to the financial bottom line. Here are some tips to consider: Be serious about performing an exposure analysis to increase your hit ratio in attracting new business. Many agencies focus on price to attract new business, but as the adage goes “if you write the account based on price, you are going to lose the account based on price.” Truly successful agencies are focused more on “value added,” with identifying a client’s exposure that is not properly insured as one way to demonstrate your value. Work hard to fully understand your prospect, whether they are a commercial or personal account. The easy thing to do is simply duplicate what they currently have, but if you do that, you are probably just being a barometer to help your client know whether they are getting a good deal. Implement a renewal checklist/questionnaire to identify changes in your client’s exposures. In many cases, this can simply be handled by a letter that is emailed to the client. There is a good chance that your client’s exposures are different compared to last year, so asking your client what has changed may very well prompt a response that needs your attention. If you don’t ask your client what has changed, you run the risk of another agent identifying those new exposures. Increase the commitment to staff training. This can involve “soft skills” or technical insurance issues. The insurance industry is fortunate to have a significant number of excellent periodicals that contain solid content every month. Use this content as part of the agenda for your agency staff meetings. In addition, check out the loss control material on the Utica National E&O Risk Management website and educational offerings of your state agents’ association. Document your procedures. It is extremely important that procedures are performed in a consistent manner among the agency staff. Putting together a procedure manual is a serious task, but at the very least ensure that key procedures are documented and shared with the staff. The documented procedures should include issues such as a confirmation of the client’s decision not to purchase certain coverages or certain limits, file document expectations, proper handling when the agency takes over an account via Agent of Record, expectations for proposals and what disclaimers should always be included, and the proper procedure for issuing certificates. Analyze any coverage differences (especially reductions) when moving coverage to a new carrier. Clients get moved to a new carrier with great frequency in most agencies with the thought of trying to save the client some premium. In virtually all situations, there is the possibility that the client could be losing some coverage. When they have a claim that would have been covered by the expiring policy, but not covered 22

MAR/APR 20

Continued

by the new policy, the client may look to allege that they never would have approved the moving of the coverage if they knew they were giving up some coverages. Have a procedure to evaluate the differences and make the client aware of them. Develop a best practices document for claims handling. It is amazing that for most E&O carriers, a common cause of claims involves the manner in which the agency handles their client’s claims. Develop and share with all staff (especially producers) a document that states the key issues. This includes: 1) avoiding any admission of liability; 2) never stating positively that there is coverage for a claim (this is a carrier role); and 3) when excess carriers should be put on notice (which typically applies to death, dismemberment, brain or spinal injury, lawsuit, etc.). Another issue to include involves reviewing all of the client’s policies for possible coverage. Oftentimes, when a claim is presented, there is more than one policy that provides some element of coverage. It is best to put all potential carriers on notice. If there is no coverage, let the carrier make that determination. Review your website/marketing materials. When was the last time you looked at your website and your marketing materials to see if they still accurately reflect your agency? Does your staff even know what they say? There have been many E&O cases where the plaintiff’s attorney made a case that the marketing message was “over-promising” the capabilities of the agency. Bottom line, most of the items discussed above can be easily developed and implemented. They will enable your agency to continue to make solid strides in enhancing your E&O culture and minimizing your E&O risk.

Acuity loves you! We are proud of the relationships we have built with the best independent agents in the world! This information is provided solely as an insurance risk management tool. Utica Mutual Insurance Company and the other member insurance companies of the Utica National Insurance Group (“Utica National”) are not providing legal advice, or any other professional services. Utica National shall have no liability to any person or entity with respect to any loss or damages alleged to have been caused, directly or indirectly, by the use of the information provided. You are encouraged to consult an attorney or other professional for advice on these issues.

MAR/APR 20 23

education

WEDNESDAY

MAY 6, 2020

8:30–3:30 P.M. WEST BEND

Hiring, Managing and Evaluating Insurance Agency Personnel

The biggest resource (and expense) an insurance agency has is its staff. Poor hiring decisions can be disastrous. How do you hire the right person the ﬁrst time?

PRESENTED BY

JON PERSKY CPA, CIC, PHR

THIS SIX-HOUR CLASS WILL PROVIDE YOU WITH IMPORTANT INSIGHT AS TO: Who do you need, and what do you want them to do? How to develop job descriptions. Where do you find candidates? Applications and interviews HR laws Reference checking and testing Training and evaluating Termination

NOT CE APPLICABLE

PIAW Members $100.00 • Non-Members $120.00 Fee includes handouts and lunch.

VISIT PIAW.ORG FOR REGISTRATION DETAILS. THIS WORKSHOP WILL FILL UP!

MAR/APR 20

Thank you for your hospitality!

MAY 7, 2020

8:30–3:30 P.M. NEENAH

education

THURSDAY

Agency Perpetuation and Acquisition Workshop Back by Popular Demand. Outstanding Reviews from 2019!

Whether you are looking to buy an agency or sell your agency at some point in the future, this workshop is for you! PRESENTED BY

JON PERSKY CPA, CIC, PHR

Sponsored By

All agency owners need to consider what will happen to the agency in the event of their death, disability or retirement. Should you sell it to a family member, an employee, your partner, or someone else? How much should you expect to be paid? What’s the process and when should you get started? What are the tax implications? Do you have a comprehensive Shareholders’ Agreement?

All these issues and more will be addressed in this informative session.

WI CE CREDITS

If you are buying an agency, you need to understand the seller’s perspective, the items you should consider in making an offer, and what data you need to collect.

PIAW Members $100.00 • Non-Members $120.00 Fee includes handouts, WI CE and lunch.

Thank you for your hospitality!

VISIT PIAW.ORG FOR REGISTRATION DETAILS. THIS WORKSHOP WILL FILL UP!

MAR/APR 20 25

education 26 MAR/APR 20

WHERE EXPERTS BECOME EXPERTS

education

WHY CIC?

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

Impact Credibility Respect

Certified Insurance Counselor Institutes 16 WI CE Credits COMMERCIAL MULTILINE

NEW - COMPANY OPERATIONS

June 24-26, 2020 Holiday Inn South – Eau Claire, WI $115.95 PIA room rate through 5/23/20 Call 715-830-9889 or link at piaw.org

April 22-24, 2020 Conducted at West Bend Mutual Insurance Company West Bend OPEN to ANYONE! $93 room rate – The Hampton Inn 262-438-1500 • • •

EXECUTIVE STRATEGIES ACTUARIAL PRACTICES & ACCOUNTING CLAIMS John Neal, CRM

• • •

PRODUCT DEVELOPMENT AGENCY/POLICYHOLDER SERVICES UNDERWRITING Becky Lathrop, CIC, CPIA

WI COURSE # 6000030061 16 WI CE CREDITS

•

COMMERCIAL INLAND MARINE CONCEPTS AND COVERAGES Bernie Neff, CIC, CPCU

•

EMPLOYMENT PRACTICES LIABILITY INSURANCE John Dismukes, CIC, CPCU, AAI, AIS

• • •

CRIME COVERAGES AND ENDORSEMENTS CYBER EXPOSURES AND COVERAGE EXCESS LIABILITY COMMERCIAL UMBRELLA COVERAGES Jay Williams, CIC, CRM, AAI, CRIS, MLIS

WI COURSE # 6000039204 16 WI CE

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

CIC RUBLE SEMINARS

Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) May 14 & 15 / Graduate Ruble / Hilton Garden Inn – Sun Prairie (Full! Call PIA for Waiting List) October 21 & 22 / Graduate Ruble / Red Lion – Appleton These seminars fill up quickly! Register at piaw.org or call PIA at 800-261-7429 MAR/APR 20 27

education

WHY CISR?

WHERE EXPERTS BECOME EXPERTS

Set the standard for technical expertise, productivity, and responsibility in your client relationships.

Be Great At What You Do!

CERTIFIED INSURANCE SERVICE REPRESENTATIVE

Open to Anyone!

MARCH

25 - Madison

PERSONAL AUTO

7 WI CE Credits / Course # 6000035268 After taking the CISR Insuring Personal Auto Course, you’ll be able to assist your clients in identifying their exposures and more effectively advise them of policy limitations or exclusions that may apply, including ways to provide the needed coverage. • • • • • •

Denise Semrow, CIC, CISR

Introduction to the Personal Auto Policy Personal Auto Policy Definitions and Liability Coverage Medical Payments/Personal Injury Protection Uninsured/Underinsured Motorists Coverage Coverage for Damage to Your Auto Coverage for a Rented Vehicle

PERSONAL RESIDENTIAL

MAY

20 - Rothschild 21 – Green Bay

7 WI CE Credits / Course # 69328

The CISR Personal Residential Course helps you develop the expertise to guide your customers through the often complex and confusing process of purchasing homeowners insurance. More importantly, you will be able to provide practical information that will help clients make decisions for protecting their most valuable assets and their financial future in the event of a loss.

Angela Kain, CISR, AINS SECURA Insurance

28 MAR/APR 20

• • •

Personal Residential Concepts Homeowners Policy Property Coverages Homeowners Policy Liability Coverages and Policy Conditions

Instruction 8:00 – 3:45 Group Lunch 12:00 – 12:45 Optional Exam 4:15 – 5:15

$199 Per Course – Includes CE, Course Book & Lunch Register at piaw.org or call PIA at 800-261-7429

WHERE EXPERTS BECOME EXPERTS

education

WHY CISR ELITE?

Earn the advanced CISR Elite destinction by taking nine courses covering different areas of insurance, risk management, and benefits.

Advance to Elite Status!

UTICA

Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org

Please contact Heidi Hodel, CIC, Member Benefits Coordinator hhodel@piaw.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program.

Agency Personnel May 6th - West Bend

Agency Perpetuation & Acquisition - Back by popular demand! May 7th – Neenah

Visit piaw.org for details

Presented by: Jon Persky, CPIA, CIC, PHR MAR/APR 20 29

education

New Topics Added! 1 and 3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at piaw.org for a complete list of .topics, descriptions, webinar demo and registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.

March 2020 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Dead or Alive: The Many Functions of Life Insurance 3 WI CE # 6000058105

3/10

8-11a

Corey Wilkins

Ethics and E&O: Synergy Not Rivalry 3 WI ETHICS CE # 6000042406 Utica Approved

3/10

12-3p

Chris Amrhein, CIC

An Hour with Kevin: The S.T.O.R.M. Webinar (Coverage Concerns for Serious Storm Events) 1 WI CE # 6000060209

3/12

10-11a

Kevin Amrhein, CIC

Alphabet Soup: The Mistakes and Coverage Behind D&O, EPLI, FLI, and EBL 3 WI CE # 6000039321

3/12

12-3p

Chris Amrhein, CIC

Everything’s Soaked and My Stuff Stinks: The Water Damage Webinar 3 WI CE # 6000039309

3/17

12-3p

Nicole Broch, CC, CISR, PLCS

The Small or Hobby Farm: Properly Identifying & Insuring the Risk 3 WI CE # 6000060208

3/19

8-11a

Sam Bennett, CIC, AFIS, CRIS, CPIA

Coverage Problems Your Contractors Hate (and How to Solve Them) 3 WI CE # 6000060207

3/19

12-3p

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

Exposures that Prove Why ALL Employers Need EPL Coverage 3 WI CE # 6000060206

3/24

12-3p

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

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

3/25

8-11a

Kym Martell, CRM, CIC, CRIS, AAI

Commercial Liability Claims that Cause Problems 3 WI CE # 6000042393

3/25

12-3p

Terry Tadlock, CIC, CPCU, CRIS

An Hour with Kevin: S.T.O.R.M…the Sequel! (More Coverage Concerns for Serious Storm Events) 1 WI CE # 6000060204

3/26

1-2p

Kevin Amrhein, CIC

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

30 MAR/APR 20

education

April 2020 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

Breaking it Down: Additional Insureds, Certificates and Headaches 3 WI CE # New course # coming

4/9

8-11a

Carissa Bonner

Insurance Issues for Today’s World 3 WI CE # 6000042042

4/9

12-3p

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

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

4/14

12-3p

Nicole Broch, CIC, CISR, PLCS

How Savvy Businesses Use Life Insurance to Hedge Against Financial Losses 3 WI CE # 6000039287

4/15

12-3p

Karin Klaassen, CLU, LUTCF

Construction Contracts: What the Agent Should Know, Do, and Not Do 3 WI CE # 6000042031

4/16

12-3p

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

Commercial Additional Insured EndorsementsStatus and Purpose 3 WI CE # 6000039310

4/22

8-11a

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

Chris Amrhein’s “Adventures in Aging” Understanding Social Security & Medicare 3 WI CE # 6000059682

4/22

12-3p

Chris Amrhein, CIC

Chris Amrhein’s “Adventures in Aging” Financially Surviving Retirement 3 WI CE # New course # coming

4/23

12-3p

Chris Amrhein, CIC

An Hour with Kevin: Drones – Insuring Innovators, Enthusiasts and Idiots 1 WI CE # 6000058123

4/28

1-2p

Kevin Amrhein, CIC

An Hour with Kevin: Annoying Personal Auto Problems and Their Solutions 1 WI CE # 6000058107

4/29

10-11a

Kevin Amrhein, CIC

Culture, Ethics and E&O: The Right Way to Run an Agency 3 WI ETHICS CE # 6000059631 Utica Approved

4/29

12-3

Terry Tadlock, CIC, CPCU, CRIS

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

MAR/APR 20 31

education

NEW CICs

The Certified Insurance Counselors (CIC) Program has been the insurance industryâ&#x20AC;&#x2122;s premier, proven source for practical, real-world education since 1969. For insurance professionals everywhere, the 16 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?

Brandon Birrenkott, CIC, AIC,AIS,ARM,MBA Sentry Insurance Stevens Point, WI Sara Endres, CIC, CISR Rural Mutual Insurance Madison, WI

Nicholas Glaser, CIC The Horton Group Waukesha, WI

Lisa Koss, CIC, CPIA Johnson Insurance MT Pleasant, WI

Spencer Niebur, CIC Fleis Insurance Onalaska, WI

Denise Humphrey, CIC, CISR CM Solutions Insurance Agency Merrill, WI

Eric Martin, CIC, CPIA Community Ins. & Associates LLC Stevens Point, WI

Jessie Reed, CIC, CISR, AIC Hausmann-Johnson Insurance Inc. Madison, WI

NEW CISRs

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

Stephanie Aldrich, CISR Church Mutual Insurance Co. Merrill, WI

Jennifer Hartwig, CISR Church Mutual Insurance Co. Merrill, WI

Johnille Alft, CISR Church Mutual Insurance Co. Merrill, WI

Melissa Horsfall, CISR Hausmann-Johnson Insurance Inc. Madison, WI

Ashleigh Asleson, CISR Hierl Insurance, Inc. Fond du Lac, WI

Sandra Kozlowski, CISR Church Mutual Insurance Co. Merrill, WI

Kyle Ballering, CISR Associated Financial Group, LLC Brookfield, WI

Shelly Kyska, CISR Church Mutual Insurance Co. Merrill, WI

Brittni Dahm, CISR Ansay & Associates LLC Port Washington, WI

Kristie Leiviska, CISR Ansay & Associates LLC Port Washington, WI

Morgan Daniels, CISR American Advantage - Petersen & Assoc Inc. New Berlin, WI

Emily McCutcheon, CISR Ansay & Associates LLC Port Washington, WI

Linda Dotson, CISR Richards Insurance of Oshkosh Oshkosh, WI Jamie Eastvold, CISR Ansay & Associates LLC Port Washington, WI Pamela Felix, CISR Ansay & Associates LLC Appleton, WI Amanda Haltinner, CISR Church Mutual Insurance Co. Merrill, WI 32 MAR/APR 20

Teryn Munroe, CISR Hausmann-Johnson Insurance Inc. Madison, WI Kirstyn Nelson, CISR Hausmann-Johnson Insurance Inc. Madison, WI Cheyanne Nofsinger, CISR Church Mutual Insurance Co. Merrill, WI Nicholas Oleniczak, CISR M3 Insurance, Inc. Wauwatosa, WI

Samantha Radmer, CISR American Advantage - Petersen & Assoc Inc. New Berlin, WI

Sarah Riehle, CISR, CPIA West Bend - A Mutual Insurance Company West Bend, WI Callie Robinson, CISR Halon & Associates South Range, WI Sarah Ruiz, CISR Murken Insurance, LLC Oshkosh, WI Trisha Schmitt, CISR R & R Insurance Services, Inc. West Bend, WI Ashlee Sirianni, CISR Church Mutual Insurance Co. Merrill, WI Luane Snyder, CISR Associated Benefits & Risk Consulting Brookfield, WI Lauren Stevens, CISR HNI Risk Services, LLC New Berlin, WI Anna Thomas, CISR BWO Insurance Group, LLC Oak Creek, WI Kari Wiedemann, CISR TRICOR, INC. West Salem, WI

“Why Can’t I Grow My Business?” BWO = Independence AND Opportunity.

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

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

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

Contact Tom Budzisz to join at 414-768-8100! BWO2554 2020 Updated Trade Ad.indd 1



BWOInsurance.com 1/17/20 4:56 PM

ready for

a new beginning? It’s time to start a new chapter in your story. Consider becoming an independent Erie Insurance agent. • 11th largest auto insurer in the U.S.1 (even though we only operate in 12 states and the District of Columbia) • 9th largest home insurer in the U.S.1 • 12th largest business insurer in the U.S.2

One year ago, a devastating flood shocked Wisconsin. But it can happen again at any time. 1 inch of flooding can cause more than $25k in damage to your home. Protect yourself.

• Support from sales team and your own dedicated underwriter • FORTUNE 500® company • High customer retention3—over 90%

Limited appointments available, so visit BecomeAnErieAgent.com to learn more, or contact me today: Rita Napieralski Vice President, Branch Manager Wisconsin Branch Brookfield, WI 53045 Rita.Napieralski@erieinsurance.com 262-717-6300

Erie Insurance agents are independent contractors and not employees. All Erie Insurance agents are subject to all terms and policies as outlined in the Erie Insurance Agency Agreement and related policies and procedures. 1 Based on direct premiums written, Best’s Insurance Reports 2018. 2Based on direct premiums written, commercial multi-peril writers, Best’s Insurance Reports 2018. 3Based on year-over-year retention rate data compiled by ERIE as of December 31, 2018. CMS149_30 4/19

For more info contact Heidi at Professional Insurance Agents of Wisconsin, Inc. Direct: (608) 274-8254 / Phone: (608) 274-8188 hhodel@piaw.org

BE AN ERIE AGENT

MAR/APR 20 33

ICYMI: Winter Get-Away 2020 was a Smashing Success By: Ann Linstroth, CISR, PWCAM I just returned from my first (and certainly not last!) Winter Get-Away with the PIAW, at The Waters of Minocqua. We had a record turnout of 130, this year, including 80 agents! A big thank you to Heidi Hodel and Brenda Steinbach for organizing and staffing a spectacular conference. The WGA commenced with a 3-hour Continuing Education class Wednesday afternoon that addressed “Insuring Toys for Big Girls & Boys” presented by Mary LaPorte. What better topic being held in a city that is known as “Natures Original Water Park.” It’s called that because it’s located in the middle of Northern Wisconsin’s Lake Country where fun is always in season. The evening WGA activities kicked off with a delicious buffet dinner followed by fun bowling at Island City Lanes. Did you know, back in the 1900’s bowling balls used to be made out of wood and didn’t have any holes? It’s challenging enough to hit the target with modern equipment. I don’t know about you, but those fun facts made me feel a lot better about my abilities on the lanes that night. Thursday morning attendees were welcomed by Mary LaPorte as she provided 4 additional hours of Continuing Education that addressed the topic “Creating an Internal E&O Loss Control Program.” Mary is an expert on agency operations, so this session alone was worth the $119 cost of the conference! Class adjourned and everyone gathered for a buffet lunch before heading out to their chosen activity: Snowmobiling, or a Bus Adventure. Heidi graciously stayed back at the hotel to play games with those who preferred the warmth of the lodge. I elected to go on the Bus Adventure and the first stop was the Sportsman’s Chalet where we were welcomed by a very friendly staff. This is the place where the legendary Chicken Sh*t Bingo takes place. You’ve got to see-it-to-believe-it. Participants received a packet of numbered chips in various colors and then came the announcement, “chickens going out!” This is where seeing is believing… We proceeded to walk along an icy path to the back yard where a large chicken was placed in a cage with a board of numbers underneath. Everyone gathered around the board to cheer the chicken on to “pick” their number in her own

chicken pickin’ way. Winner, winner, chicken’s dinner – I held one of the (4) lucky numbers thanks to the chicken’s digestive generosity. The next bus stop was The Timbers where Julie Rojas and Lori Taylor were waiting for us with some silly and raucous ice breaker games which provided many hearty laughs for participants and spectators alike. Well done ladies, thank you for a really good time and great laughs. Our last stop was Murmuring Waters which was especially nostalgic for me having spent several summers in my childhood up North in Phelps, WI at places just like this right on the lake. It’s a quaint log construction bar that really captures the feeling of the great north woods. Next up was dinner and dancing at the beautiful Whitetail Inn. This place was truly spectacular! It’s an enormous log structure, featuring one of the largest stone fireplaces I’ve ever seen and decorated with ornate chandeliers made out of deer antlers. For dinner: filet mignon, salmon and rotisserie chicken. Conversation flowed. People made connections. There was live music and everyone sang along when “Bye, Bye Miss American Pie” was played. The dancing didn’t stop until the “last bus leaving” was announced. As a new Board member and Chair of the Convention Planning Committee, I have to give a big shout out to all of the Committee members who helped bring this event to life. I hope that all attendees found this to be as fun and informative as I did. For those who missed out, whether you’re an agency owner, producer, company representative, or a CSR you will not want to miss next year’s gathering. I’m very proud to be part of such a talented, fun and focused organization that is committed to being member-centric and dedicated to making an impact on the industry. The PIAW enables me to continually learn and collaborate with others to drive positive change and results. Hope to see all of you in Green Bay this fall when we proudly unveil our new brand, mission, and vision at “Engage 2020.” That will be October 7-8, so put it on your calendar now!

THANK YOU TO OUR PLATINUM SPONSORS

34 MAR/APR 20

MAR/APR 20 35

Tried-and-true restaurant coverage with no surprises. Small detail. Big difference. Nobody understands the unique challenges of protecting restaurants better than Society. Ever since we developed our policies with restaurant owners more than 40 years ago, we’ve stayed on top of industry trends to deliver the most comprehensive — and reliable — coverage available. If you specialize in restaurants and are interested in an agency appointment, give us a call at 888-5-SOCIETY or visit societyinsurance.com.

rofessional Insurance Agents Past Presidents Scholarships

Dexter Sattler, Past President of PIAW presents the $1000 PIAW Past Presidents Scholarship to Alex Ladd. Her dad is Steve Ladd, of The Ladd Agency, LLC, in Menomonee Falls.

36 MAR/APR 20

Tracy Oestreich, Past President of PIAW presents the $1000 PIAW Past Presidents Scholarship to Jacob Brennan. His family owns Brennan Insurance Agency in Milwaukee. This is a 3 generation picture – Dad (Charles Brennan) on right and grandpa on left. Jacob graduates from Xavier University this Spring 2020 and plans to join the agency once done with School.

Platinum

Gold

Silver Badger Mutual Insurance / EMC Insurance Companies Encova Insurance / Pekin Insurance Rockford Mutual Insurance Company / West Bend - A Mutual Insurance Company

Don’t just join a company, join a club. AAA is a membership-based organization; we’re a club, not just a company. This means we have an entirely different level of commitment to customers. All with an unbeatable combination of savings and security for customers. And the potential for success for you.

Learn more, contact me. Leo Plese (630) 328-7076 lmplese@autoclubgroup.aaa.com Insurance • Membership • Travel • Banking AAA Independent Agents are not employees of AAA The Auto Club Group; but, rather are independent contractors. Insurance underwritten by one of the following companies: Auto Club Insurance Association, MemberSelect Insurance Company, Auto Club Group Insurance Company, Auto Club Property-Casualty Insurance Company, Auto Club South Insurance Company, Auto Club Insurance Company of Florida, or non-affiliated insurance companies. ©2019 The Auto Club Group. All rights reserved. 19-IN-0147

MAR/APR 20 37

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

OFFICERS Mr. Sean M. Paterson, CIC President Robertson Ryan & Associates 20975 Swenson Drive, Suite 175 Waukesha, WI 53186 Phone: (262) 782-5373 Fax: (262) 782-6327 spaterson@robertsonryan.com Ms. Julie Ulset, CPIA Vice President Grams Insurance Agency LLC PO Box 336 Edgerton, WI 53534 Phone: (608) 884-3304 julset@gramsinsurance.com Mr. Tom Budzisz, CPIA Treasurer BWO Insurance Group, LLC 7472 S. 6th St. Oak Creek, WI 53154 Phone: (414) 768-8100 Fax: (414) 768-8100 tom@bwoinsurance.com Mr. Ryan Butzke, CIC, CISR Secretary Northbrook Insurance Associates, Inc. PO Box 780 Menomonee Falls, WI 53052 Phone: (262) 644-6027 Fax: (262) 783-4075 ryanb@northbrook-ins.com

MARCH 2020 11-13

Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E. 2nd St. Merrill, WI Phone: (715) 536-9576 Fax: (715) 539-3349 jeremy.cordova@cordovaagency.com Mr. Matt Cranney, CIC, CRM Past President M3 Insurance, Inc. 3133 W. Beltline Hwy Madison, WI 53713 Phone: (608) 273-0655 Fax: (608) 273-7783 matt.cranney@m3ins.com Ms. Lacey Endres, CIC M3 Insurance, Inc. 828 John Nolan Dr. Madison, WI 53713 Phone: (608) 288-2874 Fax: (608) 273-8873 lacey.endres@m3ins.com Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220

Phone: (920) 370-4283 Fax: (920) 682-7799 Sandy.Hardrath@Ansay.com Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr. Ste. 105 Germantown, WI Phone: (262) 293-9144 Fax: (262) 293-9254 michael@keenersolutions.com Ms. Ann Linstroth, CISR, PWCAM Fidelis Insurance Services 840 Lake Avenue, Ste. 101 Racine, WI 53403 Phone: (262) 456-0463 Fax: (262) 583-0729 annl@trustfidelis.com Ms. Tracy Oestreich, CIC, CPIA, CA, AU, CPIW PIAW National Director T4 Insurance Solutions PO Box 408 Jackson, WI 53037 Phone: (262) 423-4949 Fax: (262) 423-4959 tracyo@t4ins.com Mr. Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave. Plymouth, WI 53073 Phone: (920) 893-3252 Fax: (920) 893-3250 mitch@bwoinsurance.com

APRIL 2020

22-24

CIC Company Operations West Bend, WI (16 WI CE)

MAY 2020 6

Human Resources West Bend, WI

Agency Perpetuation & Acquisition Neenah, WI (6 WI CE)

14-15

CIC Graduate Ruble Sun Prairie, WI (16 WI CE, 4 optional Ethics)

CISR Personal Residential Rothschild, WI (7 WI CE)

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

38 MAR/APR 20

STAFF Pete Hanson, CAE Executive Director phanson@piaw.org Becca Bredeson Administrative Assistant bbredeson@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Heidi Hodel, CIC Member Benefits Coordinator hhodel@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org Tiffanie Yocum Administrative Assistant tyocum@piaw.org PIA National President Mr. Dennis Kuhnke, CIC, CPIA Robertson Ryan & Associates, Inc. 330 E. Kilbourn Ave. Ste. 650 Milwaukee, WI 53202 Phone: (414) 271-1561 Fax: (414) 271-3012 dkunke@robertsonryan.com

Coming Events

CIC Agency Management Green Bay, WI (16 WI CE, 3 are Ethics) CISR Personal Auto Madison, WI (7 WI CE)

DIRECTORS Mr. Steve Clements, CPIA Clements Insurance Agency 317 6th St. Wausau, WI 54403 Phone: (715) 842-1664 Fax: (715) 848-3337 steve@clementsagency.com

JUNE 2020 10

CISR Commercial Casualty 2 Waukesha, WI (7 WI CE)

CISR Personal Residential Eau Claire, WI (7 WI CE)

24-26

CIC Commercial Multiline Eau Claire, WI (16 WI CE)

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

March/April 2020

Articles inside

Agency Value or Agency Cashflow Which is More Important?

HR Snapshot

Why You're Not Getting the Most From Your Training Dollars

36

Business Etiquette for Agents

PIAW Past Presidents Scholarships Awarded

Enhance Your E&O Culture in 2020

Honoring Those Who Served