October 2015 Wisconsin Professional Agent

professional agent 2015-2016

of Directors Board

october | 2015

What’s Inside?

Convention 2015................. 16 8 Full Pages YPC Golf Outing.................. 24 Hold Your Customers......... 34 Accountable Education Section (see yellow tab pages)..... 26 Life Insurance For.............. 38 Key People Committee Kick-Off............ 39 New Members.................... 40 New Wisconsin.................. 42 Drivers Licenses

(From l/r) Jeremy Cordova; Tom A. Buszisz; Matt J. Cranney; Jodi L. Cordes; Sean M. Paterson; Rick W Clements; Dennis D. Kuhnke; LouAnn Herriges; Brian MacGillis; Sandy L Hardrath; Michael D. Keener; John W. Klinzing

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2 OCTOBER 15

From the

President Rick Clements, LUTCF, MDRT — President, PIA of Wisconsin

An insurance agent goes to a farmers barn . . .

Thank you all! It is a great honor and privilege for me to assume the role of President of the Professional Insurance Agents of Wisconsin.

It was May 1973 and I was sitting in my last class for my marketing degree wondering how I could get sales experience so I could get a job in management.

A short while later I was driving south of Edgar, WI on Highway H going to see Farmer John. I walked into the barn to see him standing there in his dirty overalls, muddy boots and had to walk through manure to get to him. I was trying to sell him a $45 a year policy with the company that is now known as AFLAC. I remember walking out of that barn feeling great about getting sales experience so I could get a job in marketing.

Little did I realize that a couple years later I would be back at that same place delivering checks to Farmer John and later to his wife. After he passed, I got a letter from his wife saying how that money helped her keep and save the farm while he was going through his cancer treatments. At that moment I realized that I was not out trying to get ‘sales experience’ or ‘selling insurance’. I was not out there just as a job. I was in the people helping people business! We are all in the people business.

That is the message I want to get to all of you because I

realize many or most of you have similar experiences, but just as importantly, get that message to the next generation. Insurance is a great place to work and insurance is a rewarding career!

My focus this year is twofold: 1 - Develop a plan to engage the next generation 2 - Create new ways to tell the PIA value story Some of this will be the work of the various committees and board members. But I need help from you, the members of PIA. I am not asking you to step through manure (unless that’s something you like to do). I ask you to tell others “I am PIA”. ‘I’ meaning the collective voice of the majority of our association and your story’ of why you got into insurance. Tell your own story to your customers, co-workers, friends, family and other members of organizations you belong to.

I would hope that each of you would feel a part of this great association, believe in its purpose, help promote PIA and the industry and be proud to say “I am PIA”.

Thank you.

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OCTOBER 15 3

Memos from

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

Claim Fraud THE 2016 Presidential elections are still more than a year away and already some of us are drained from the constant barrage of media coverage of the personalities and process.

It’s impossible to pick up a newspaper, search the internet, turn on the radio or watch television without being pummeled by political issues.

It’s important for all of us to be educated about the candidates and their position on issues we feel are critical to the country.

But, empty promises, exaggerated rhetoric, name calling and finger pointing do nothing but act as a smoke screen to hide the true characteristics we should demand of our leaders. We want honesty, integrity, national pride and intelligence from whoever is chosen to lead the country. Nearly two years of campaigning wears out the candidates and the voters.

Sometimes I get irritated and grumpy as the process drags on towards the elections, but then I remind myself that it is still the best political system in the world. It has worked for over 200 years and we will survive another long campaign season.

If I really need a break, I can always watch the Grumpy Old Men movie for the 25th time.

THE U.S. DEPARTMENT of Labor has issued a draft rule that would impact how employees are classified under the Fair Labor Standards Act. The classifications of “exempt/salaried” or “nonexempt/hourly” will determine if overtime pay is required to be paid. Insurance agency employees who are not producers/sales employees and who earn less than $50,440 a year ($970 a week) must be hourly employees and must be paid overtime (time-and-a half) for any hours over 40 per

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week. The current regulations have the salary threshold at $23,660 ($455 per week). The new standards apply to all occupations so you may want to become familiar with the new rules to advise your commercial clients. You can review the draft at http://www.dol.gov/whd/overtime/NPRM2015/ OT-NPRM.pdf.

A NEW STUDY from the Insurance Research Council (IRC) estimates that claim fraud and buildup added between $5.6 billion and $7.7 billion in excess payments to auto injury claims paid in the United States in 2012. The excess payments represented between 13 percent and 17 percent of total payments under the five main private passenger auto injury coverages.

The most common type of abuse was claim buildup, defined as the inflation of otherwise legitimate claims. Claims with the appearance of fraud and/or buildup were more likely than other claims to involve chiropractic treatment, physical therapy, alternative medicine and the use of pain clinics.

“The costs associated with auto injury claim abuse make auto insurance more expensive for everyone,” said Elizabeth Sprinkel, senior vice president of the IRC. “Efforts to lower insurance costs must include measures aimed at reducing the amount of fraud and buildup in the system.” Insurers are turning to more vigorous use of investigatory techniques when handling claims, including independent medical exams, peer medical reviews and special investigative units.

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OCTOBER 15 5

From the

Boardroom Brian MacGillis, CPIA — Vice President, PIA of Wisconsin

65+ Years in Insurance PIA of Wisconsin has served the needs of independent agents and companies in Wisconsin since 1949. We are very blessed to have a strong organization that is in a position to provide great value for the independent agent for years to come.

So what has changed since then? Have things changed for the better?

I took the opportunity to look at a few of our agency’s oldest customer files to research what has changed in the last 65 years from an agent’s point of view. Here is a sampling: • The terms “carbon paper” and “typewriter” are foreign, while “upload” and “download” is something you will hear hourly in an office.

The committee structure at PIA allows for an open exchange of ideas and information. If you missed the committee kickoff meeting – just get in contact with me (e-mail, phone, fax, telegram, etc.) and I can assist you in getting signed up for the committee of your dreams!

As the Chair of the Membership Committee the past 3 years, I get asked most frequently “What does my membership in PIA do for my agency?” While there are over 100 member benefits for being affiliated with PIA of Wisconsin, I often answer that question the following way: •

As an Agency Owner, Producer, Accountant, Customer Service Representative, father, husband and complaint taker, there is very little time to spend doing anything else.

•

PIA of Wisconsin spends time in Madison and Washington DC to ensure my business can continue to run under favorable “pro-business” laws. They offer education services that are unmatched in our state (CIC, CISR, CRM, ethics, automation seminar’s, etc.). They provide producer and agent agreements that save me time, money, and headaches.

•

PIA has access to very competitive E&O Carriers and comprehensive product offerings that keep my livelihood protected.

•

I need PIA to run my business successfully.

• Agency Bill vs Direct Bill – no more chasing those premium dollars down at the courthouse steps!

• Management Systems, Multiple Monitors, Online Access to Insurance Companies, and Email have transformed the efficiency of an agency.

Some things have changed but not for the better: • Volunteerism is not as popular. Community and Business Associations fight to find and keep any warm body that is willing to give their time for a noble cause.

• The application has expanded from a 1 page questionnaire into a Novel.

• Cyber Attacks pose a daily threat to your customers and your agency.

• Interpersonal relationships have faded. In the past, every application was signed in person – fostering a relationship between agent and customer.

PIA has undergone changes as well and will continue to adapt to the needs of the independent agents and companies.

im

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7 AM 9/1/2015 OCTOBER 15 8:53:27

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

Patti A. Agnello, 547 W. Oakwood Rd., Oak Creek, WI 53154, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Andrew P. Amrein, 7010 Plymouth Ct., Tinley Park, IL 60477, 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 Illinois on a licensing application.

Gregory D. Bodoh, 10141 Conde Rd., Marshall, VA 20115, had his application for an insurance license denied. This action was taken based on allegations of having administrative actions taken by FINRA and by the state of Virginia and failing to respond promptly to inquiries from OCI.

Tammy A. Arfaoui, P.O. Box 22020, Tempe, AZ 85285, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Gary L. Burkey, 149 James Pl., Maitland, FL 32751, agreed to the 60-day denial of his application for an insurance license and agreed to respond to all inquiries from OCI fully and in writing within 10 business days of each inquiry. These actions were taken based on allegations of having an administrative action taken by the state of Florida and failing to respond promptly to inquiries from OCI.

Twyla J. Bagby, 1101 Red Ventures Dr., Fort Mill, SC 29707, 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 failing to respond promptly to inquiries from OCI.

Karl Canaii, 900 Sheridan St., Ste. 152, Pembroke Pines, FL 33024, was ordered to pay a forfeiture of $500.00 and was ordered to timely disclose any administrative action taken in any jurisdiction. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Michigan, Virginia, and Indiana.

Lori Beard, 1558 Brendon Lake Dr., Apt. 308, Orange City, FL 32763, had her application for an insurance license denied.

This action was taken based on allegations of having pending criminal charges that may be substantially related to insurance marketing type conduct.

Brian A. Clarke, 4824 N. Berkeley Blvd., Whitefish Bay, WI 53217, agreed to pay a delinquent licensing application fee and agreed to report any administrative action taken in any jurisdiction in writing to OCI within ten days. These actions were taken based on allegations of failing to pay a licensing fee and having a pending FINRA action at the time of application.

Logan M. Behle, 3300 Business Park Dr., Stevens Point, WI 54482, had his application for an insurance license denied.

This action was taken based on allegations of having unpaid civil money judgments.

8 OCTOBER 15

Stephenson Crawford, 172 Broadway, Fl. 2, Taunton, MA 02780, had his application for an insurance license denied.

This action was taken based on allegations of having crimi-

nal convictions that may be substantially related to insurance marketing type conduct, having an administrative action taken by the state of Kansas, and exhibiting evidence of financial irresponsibility.

Jeffrey R. Dean, 2163 Sioux Blvd., New Brighton, MN 55112, agreed to the surrender of his insurance license for a minimum of four years and agreed to pay a forfeiture of $500.00 if and when he reapplies for licensure. These actions were taken based on allegations of failing to submit premiums to an insurer, failing to report an administrative action taken by the state of Minnesota, and failing to respond promptly to inquiries from OCI. Alyssa J. Donley, 8940 Bluejacket St., Apt. 1104, Overland Park, KS 66214, was ordered to disclose all actions to OCI pursuant to applicable statutes and administrative regulations. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Frankie T. Fernandez, 5602 S. 20th St., Lincoln, NE 68152, had his application for an insurance license denied. This action was taken based on allegations of having an administrative action taken by the state of Nebraska.

Sandra Fowler, 42 American Ave., Concord, NC 28025, was ordered to pay a forfeiture of $500.00 and was ordered to timely disclose any administrative action taken in any jurisdiction. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Indiana, Virginia, and California.

Eric J. Furlotte, 31555 W. 14 Mile Rd., Ste. 312, Farmington HIlls, MI 48334, had his application for an insurance license denied. This action was taken based on allegations of failing to provide evidence of equivalent resident state surplus lines licensure and failing to respond promptly to inquiries from OCI. David A. Grady, 7700 Portland Ave., Apt. 219, Wauwatosa, WI 53213, 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, having unpaid civil money judgments, and failing to respond promptly to inquiries from OCI. Thomas W. Groves, 721 Westshore Dr., Shorewood, IL 60404, was ordered to pay a forfeiture of $1,500.00 and was ordered to cease and desist making false representations to consumers and soliciting insurance products without being appointed by the issuing company. These actions were taken based on allegations of soliciting insurance for a company to which he was not appointed.

Matthew Hanson, 3808 Sand Acres Dr., De Pere, WI 54115, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Patricia D. Hernandez, 2845 Silver Springs Ct., Yorkville, IL 60560, 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.

Justin A Heupel, 4201 W. Hawthorne Trace Rd., Brown Deer, WI 53209, had his application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose a criminal conviction on a licensing application.

Matthew A. Hotle, 821 S. Sycamore St., Gardner, KS 66030, 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 failing to respond promptly to inquiries from OCI. Todd A. Humphrey, 61 Green Bay Ct., Sheboygan Falls, WI 53085, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose criminal convictions and an administrative action taken by the state of Wisconsin on a licensing application.

Jennifer A. Jenkins, 970 Bayview Rd., Neenah, WI 54956, had her application for an insurance license denied for 31 days.

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

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 delinquent Wisconsin taxes.

Layce S. Keith, 2120 W. Taft Ave., Sapulpa, OK 74066, 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, owing delinquent child support, and having unpaid civil money judgments.

Christopher J. Kopatz, 9216 Silverstone Ln., Verona, WI 53593, had his insurance license revoked and was ordered to pay a forfeiture of $1,000.00. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of California, Virginia, Utah, Iowa, Arkansas, Kansas, Delaware, and Indiana.

Thomas J. Mayer, 210 E. 9th St., Kaukauna, WI 54130, had his application for an insurance license denied. This action was taken based on allegations of having an expired examination score and failing to respond promptly to inquiries from OCI. [continued on page 10] OCTOBER 15 9

OCI Administrative Actions [continued from page 9] Brenda L. Mills, 301 N. Adams St., Ste. 200, Green Bay, WI 54301, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Richard L. Nemetz, N10102 Zenith Tower Rd., Tomahawk, WI 54487, 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, having unpaid civil money judgments, and failing to respond promptly to inquiries from OCI. Michael J. Owens, W171N10330 Wildrose Ln., Germantown, WI 53022, had his application for an insurance license denied.

This action was taken based on allegations of failing to complete prelicensing education, failing to complete the required background check, failing to disclose an administrative action taken by the state of Wisconsin on a licensing application, and failing to respond promptly to inquiries from OCI.

Allegations

and

Cory G. Ruefer, P.O. Box 445, Baraboo, WI 53913, had his insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Laura M. Sapino, 1924 N. 11th St., Sheboygan, WI 53081, had her application for an insurance license denied. This action was taken based on allegations of having an expired examination score and failing to respond promptly to inquiries from OCI. Yvonne R. Smith, N113W16933 Driftwood Ct., Apt. 11, Germantown, WI 53022, had her insurance license revoked. This action was taken based on allegations of failing to pay delinquent Wisconsin taxes.

Actions Against Companies

Blue Cross Blue Shield of Wisconsin, N17W24340 Riverwood Dr., Waukesha, WI 53188, was ordered to pay a forfeiture of $500.00.

This action was taken based on allegations of failing to comply with a compliance order related to executive remuneration.

Compcare Health Services Insurance Corporation, N17W24340 Riverwood Dr., Waukesha, WI 53188, was ordered to pay a forfeiture of $500.00. This action was taken based on allega-

10 OCTOBER 15

Kenneth Poniewaz, 1111 S. 114th St., West Allis, WI 53214, 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.

tions of failing to comply with a compliance order related to executive remuneration.

National Insurance Company of Wisconsin, Inc., 250 S. Executive Dr., Brookfield, WI 53005, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to comply with a compliance order related to its disaster recovery plan.

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14 OCTOBER 15

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OCTOBER 15 15

2015-2016

of Directors Board

(From l/r) Jeremy Cordova; Tom A. Buszisz; Matt J. Cranney; Jodi L. Cordes; Sean M. Paterson; Rick W Clements; Dennis D. Kuhnke; LouAnn Herriges; Brian MacGillis; Sandy L Hardrath; Michael D. Keener; John W. Klinzing

Thanks Again to the Gold Sponsors!

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"I have been in the insurance business over 35 years and have lived in MI, IL, TN and WI. The PIAW is probably the best run agent's association I have seen. Consistency in the leadership from year to year has been amazing. Congratulations on heading up a great organization. We are proud to be a Gold Sponsor of the PIAW Convention." –Brian Martin, Partners Mutual Insurance Co. 16 OCTOBER 15

The generous support of the GOLD, SILVER and BRONZE sponsors enables the PIAW to bring you a convention with quality speakers and entertainment.

Please be sure to thank their representatives.

Silver Sponsors AAA Wisconsin EMC Insurance Companies Emergency Fire and Water Restoration Rockford Mutual Insurance Company Safeco Insurance / Liberty Mutual Insurance Sheboygan Falls Insurance Company State Auto Insurance Companies Western National Insurance Group

Some of the Lucky Winners !

Bronze Sponsors 1st Auto & Casualty Insurance Co. Badger Mutual Insurance Company Encompass Insurance Company Foremost Insurance Group Frankenmuth Insurance Germantown Mutual Insurance Company Mt. Morris Mutual Insurance Company Nationwide Insurance QBE North America SECURA Insurance Companies

Cash and Prizes. . . as F ar as the E ye C an S ee !

OCTOBER 15 17

Opening Party!

The opening party was a huge hit for the whole family! Kids of any age are welcome to this beach theme fun event!

YPC Scholarship Winners —$22,500 in Scholarships Given!

Another year the Young Professionals Club have given away $22,500 in scholarships to high school and college students! WAY TO GO YPC!

We would like to take a moment to thank the generous sponsors. We wouldn't be able to give away as many scholarhips if it wasn't for your generosity. Thank you!

18 OCTOBER 15

cic,cisr,CISR Elite & CRM Conferment Ceremony

Education, speakers & Other Events Wisconsin Outstanding CSR of the Year Speakers

Mock E&O Trial – (r/l) John Slein and Mark Nelson of Nelson, Connell, Tallmadge & Slein, S.C.

Recognition Breakfast Keynote – V.J. Smith, National Speaker and Author of the Best Selling Book "The Richest Man in Town" Ericka accepts her Outstanding CSR of the Year plaque.

(l) Ericka L. Berceau, CISR, the Starr Group, Greenfield, WI (r) Mary Czaja, CIC, CISR Board of Governors – The National Alliance

New Designee Recognition – Mary Czaja, CIC, CISR Board of Governors – The National Alliance

Sheldon Snodgrass, MB – Sales Education, 4 Simple Yet Elusive Steps to Turn CSRS Into Sales Generators

Matt Jernigen

guitar comedian CIC, CRM, CISR, CISR Elite Conferees and the Wisconsin Outstanding CSR of the Year OCTOBER 15 19

business meeting Re-Elected

Board Candidates

Board Candidate Sean Paterson, CIC Allied Insurance Centers, Brookfield, WI

Board Candidate Sandra Hardrath, CIC, CPIA, AAI, IIA Ansay & Associates, Manitowoc, WI

John Klinzing, CIC Affiliated Insurance Agencies of WI, Madison WI

Special Guests onve nual C ntion n A

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Mike Becker, PIA Executive Vice President/CEO

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Richard Clements, CIC, CPIA PIA National President

2015 - 2016 Board of Directors (l/r) Jeremy Cordova; Tom A. Budzisz; Matt J. Cranney; Jodi L. Cordes; Sean M. Paterson; Rick W. Clements; Dennis D. Kuhnke; LouAnn Herriges; Brian MacGillis; Sandy L. Hardrath; Michael D. Keener; John W. Klinzing

20 OCTOBER 15

No Other Trade Show Compares To The PIAW TRADE SHOW OVER 65 EXHIBITORS SHOWCASING THEIR NEWEST PRODUCTS AND SERVICES TO WISCONSIN'S LEADING INDEPENDENT AGENTS

Gold Sponsors

Progressive

Integrity Insurance

ACUITY

CapSpecialty

Pekin

Society Insurance

The Hanover Insurance Group

Partners Mutual Insurance

West Bend Mutual

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Wilson Mutual Insurance Company

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The IMT Group

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OCTOBER 15 21

Special Recognition

awards dinner

(l/r) Ron Von Haden, CIC, Executive Vice President of PIAW presents Julie Ulset, CPIA of Grams Insurance Agency with the Professional Agent of the Year Award

(r/l) Ron Von Haden, CIC, Executive Vice President of PIAW presents Jeff Glass, CPIA, of A.F. Glass Insurance Agency with the Stony Steinbach Achievement Award

New President

(l/r) Erin Pinney, CIC, CPCU, MBA from West Bend Mutual Insurance Company accepts the Company Respresentative of the Year Award presented to her by Ron Von Haden, CIC, Executive Vice President of PIAW.

Past President

Jeff Glass, CPIA of A.F. Glass Insurance Agency was honored for his 7 years of service

PIA National President, Richard Clements (r) thanks LouAnn Herriges (l) for her time served as PIAW President

Our New PIAW President Rick Clements takes the podium

Trey Neher III, CIC, CISR of THZ Insurance Group ws honored for his 6 years of service.

From bountiful food and drink to compelling speeches, prestigious awards and side-splitting entertainment, this social get-together was one for the record books.

22 OCTOBER 15

PIA of Wisconsin knows how to have fun!

OCTOBER 15 23

12

th

24 OCTOBER 15

A nnual YPC Sch

olarship Golf Outing

OCTOBER 15 25

education

Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits

PERSONAL LINES

commercial property

December 8-10, 2015 Marriott Madison West – Middleton, WI 888-745-2032 or online at piaw.org: Group Code PATPATA $119 single rate through 11/7 includes in room wireless internet.

February 24-26, 2016 Crowne Plaza­– Madison, WI 888-233-9527 $103 single rate through 1/24/16

• PERSONAL RESIDENTIAL COVERAGES Mary LaPorte, CIC, CPCU, LIC, CPIA

• commercial property coverages & endorsements • COMMERCIAL PROPERTY CAUSE OF LOSS FORMS & ENDORSEMENTS Robert Ford, CIC, CISR, CPIA, CLCS

• PERSONAL AUTOMOBILE COVERAGES • personal umbrella/excess coverages Jerry Kennedy, CIC

• RENTAL CAR COVERAGE Russell Deaton, CIC

• TIME ELEMENT COVERGES John Dismukes, CIC, CPCU, AAI, AIS • COMMERCIAL INLAND MARINE COVERAGES • EDP • BUSINESSOWNERS POLICIES Bernie Neff, CIC, CPCU

• CONDOMINIUMS John Dismukes, CIC, CPCU, AAI, AIS

WI CE Course # 69165 Includes 4 WI Ethics Credits!

Day One: 8:00 – 5:15

WI CE Course # 69300

Day Two: 8:00 – 5:00

Day Three: 8:00 – noon, Optional Exam 2:00 – 4:00

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

Utica

Gives You the Credit You Deserve!

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

• PIAW 2015 Agency Internet Boot Camp • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org

26 OCTOBER 15

Please contact Darcy at PIAW to find out how you can benefit from Utica’s E&O Loss Control Program. dbrown@piaw.org or 1-800-261-7429

Open to Anyone & Everyone ! www.piaw.org

For The New Employee - No CE 6-8 Week Virtual Classroom •

• • •

New Agency Employee Orientation Delivering Quality Service Personal Lines Coverage Basics Commercial Lines Coverage Basics

Pre-Licensing Education Webinars: 2-3 WI CE, No Exam, No Proctor •

Over 20 Topics

Hot Topics: 4 WI CE • • •

Variety of Coverage Topics Ethics Flood

All 9 CISR Courses – 8 WI CE All 5 CIC Institutes – 20 WI CE

There is

more than one thing

new at piaw.org

PIA of Wisconsin now offers: Certified Risk Manager (CRM) Courses and Ruble Specialty Seminars.

800-261-7429

OCTOBER 15 27

education

O n -L i n e e d u c a t i O n

education

PEOPLE WHO EARNED THIS ALSO EARNED MORE

30,900 MORE OF THESE

PER YEAR.

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

The most successful training programs for insurance professionals

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

Attention CICs!

Exciting update options; they fill up quickly.

CIC Ruble Seminars October 14 & 15 | Graduate| Radisson ­­– Green Bay, WI January 20 & 21 | Graduate | Crowne Plaza – Milwaukee, WI 16 WI CE (Includes 4 optional Ethics)

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

On-Line Insurance Pre-licensing Education

www.piaw.org

Exam FX

Online Training & Assessment

Pass your insurance test fast.

Start producing faster.

Insurance and Securities Pre-license Training 28 OCTOBER 15

7 Hours of WI CE Credit Each

All Programs Open to Anyone - Exam Not Required for CE!

It’s Easy to Register – Online, Fax, Phone, Mail

www.piaw.org

1-800-261-7429

PIA of Wisconsin, Inc. 6401 Odana Rd. Madison, WI 53719

1-608-274-8195

Registration Form

2016 CISR, Dynamics of Service Hot Topic/William T. Hold All are approved CISR update options.

Visit www.piaw.org for the CISR designation and CISR Elite process.

(E) Ethics (U) Utica Approved E&O Premium Discount CISR ELEMENTS OF RISK MANAGEMENT – Patti Gardner, CIC, CRM, CPCU February 17 Waukesha February 18 Madison

Registration Form

Course Title & Date: Full Name o Mr. o Ms. First Name Preference Designations

CISR COMMERCIAL CASUALTY 1 – John Dismukes, CIC, CPCU, AAI, AIS March 8 Green Bay

Agency/Company

CISR COMMERCIAL CASUALTY 1 – Patti Gardner, CIC, CRM, CPCU March 16 Madison

Address

CISR COMMERCIAL CASUALTY 1 – Sam Bennett, CIC, AFIS, CRIS, CPIA April 13 Waukesha

City ________________________State _____Zip

(E 3, U) WILLIAM T. HOLD SEMINAR – Sam Bennett, CIC, AFIS, CRIS, CPIA Topics To Be Determined, Includes 3 Hours of Ethics April 14 Rothschild

Phone (____) ____________Cell or After Hours (____) Email

CISR COMMERCIAL CASUALTY 2 – John Dismukes, CIC, CPCU, AAI, AIS April 18 Eau Claire CISR LIFE & HEALTH ESSENTIALS – Jerry Rhinehart, CIC, CLU, ChFC, RHU May 16 Waukesha (E 1, U) CISR AGENCY OPERATIONS – Angelynn Heavener, CIC, CPIA May 19 Madison CISR PERSONAL LINES MISCELLANEOUS – Todd Davis, CIC June 22 Rothschild June 23 Tomah

Method of Payment $170 per course includes lunch, limited break items and comprehensive notebook.

Check Payable to PIAW Enclosed o Charge to: o MC

o VISA

o AMEX

o DIS

Card Number___________________________________________

CISR COMMERCIAL PROPERTY – Gloria Thompson, CIC August 16 Waukesha

Expiration Date _________________________________________

CISR PERSONAL AUTO – Denise Semrow, CIC, CISR, AIS September 14 Rothschild September 15 Madison

Confirmation with details will be emailed upon receipt.

CISR PERSONAL RESIDENTIAL – John Dismukes, CIC,CPCU,AAI,AIS September 20 Waukesha CISR ELEMENTS OF RISK MANAGEMENT – Patti Gardner, CIC, CRM, CPCU October 27 Green Bay (U) DYNAMICS OF SERVICE – Denise Semrow, CIC, CISR, AIS November 16 Waukesha

Cancellations received in our office 10 days before the course are fully refunded; after that a $35 fee will be charged, whether you credit the balance to a future course or not. All cancellations must be in writing; email to bprestbroten@piaw.org or fax to 608-274-8195. Phone calls are accepted as the initial notice. No refunds unless the PIA is notified 24 hrs prior to course.

In accordance with Title III of the Americans with Disabilities Act, we invite all registrants to advise us of any disability and any requests for accommodation to that disability. Please submit your request as far as possible in advance of the program you wish to attend.

CISR COMMERCIAL CASUALTY 2 – Todd Davis, CIC December 6 Madison December 7 Green Bay

CISR 8:00 – 3:45 CISR Optional Exam 4:15 – 5:15

William T. Hold, Dynamics of Service 8:00 – 4:00

education

Professional Insurance Agents of Wisconsin, Inc.

For additional PIAW education visit www.piaw.org OCTOBER 15 29

education

S TA N D O U T Set yourself apart with a CPIA professional designation Insurance Success Seminars that lead to the designation help you prepare for, implement and sustain successful insurance programs. They’re CE-qualified in many states, and, best of all, they come with a money-back guarantee.

Ask your boss or HR department about it today.

www.piaw.org www.aimssociety.org 877-674-CPIA(2742) 1-800-261-7429 Fax: 703-579-8896

AIMS Society PO Box 35718 Richmond, VA 23235

Certified Insurance Service Representative Open to Anyone!

7 WI CE Credits Course #69351

LIFE AND HEALTH ESSENTIALS

This course will help build a better understanding of what your clients need to know about life and health insurance.

Explaining the benefits of having the proper life and health insurance is key to the financial wellbeing of your clients' families and businesses.

• • • • • •

Introduction to Life Insurance Term Insurance Permanent Life Insurance Health Insurance Concepts Regulation Consumer Driven Plans

CLASS SCHEDULE Instruction

Course Instructor

JoAnn Dickinson CPA, CIC, LUTCF San Antonio, TX

30 OCTOBER 15

Group Lunch Optional Exam

8:00 a.m. – 3:45 p.m.

12:00 p.m. – 12:45 p.m.

OCT 13 • MADISON OCT 14 • GREEN BAY

$170 Per Course Includes Lunch

4:15 p.m. – 5:15 p.m.

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

education

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

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

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

Step Up To Elite Status CISR Elite, That is.

For CISRs who aspire to be more-who seek to distinguish themselves as Elite.

When you love what you do, and want to be the best, It’s time to step up. it time to Become a CISR Elite.

www.piaw.org 800-261-7429

More and more owners, managers, and producers are taking advantage of the solid education provided by the CISR designation program—and for good reason. The “S” in CISR could stand for “Sales” as well as “Service.” CISR courses are a perfect blend of foundational technical training and the skills producers need to create long-term relationships.

CISR courses are convenient one-day classroom courses—also available in self-paced online and in-house formats. The practical knowledge of risks, coverages, and exposures, complement the cross-selling and account-rounding skills taught in CISR courses.

CISR is a solution to satisfaction for your clients, the agency, companies, and you!

Contact PIA of Wisconsin today!

1-800-261-7429 • www.piaw.org

OCTOBER 15 31

education

Each approved 3 WI CECE Credits.

Each Approved forfor 2* or 3 WI Credits.Live.

Live.No NoTest.

Test. No No proctor.

Proctor.

Visit the Education tab at www.piaw.org for schedules descriptions, webinar demo and to register. Schedules are available two months out.

Ethics is offered each month.

•

Annuities: Turning Assets Into Income

•

BIP(idy) BOP(idy) BOO(ze): Turning Three Mundane Coverages Into Magic

•

CHAOS: Contracts, Hold Harmless, Additional Insureds and More

•

Contractors: Insuring the Liability Exposures

•

Contractors: Insuring the Property Exposures

•

Current Issues in Health Insurance

•

Cyber Master: Recognizing and Insuring Digital Assets and Electronic Risk

•

Ethics for Insurance Professionals (Ethics CE and Utica approved)

•

Ethics: Taking it to the Streets (Ethics CE and Utica approved)

•

Food Borne Illness and Insurance Coverage

•

Get in the Ring: Property Claims, Fights and Decisions

•

Group Insurance and Pensions

•

Lawncare to Lipstick: Coverage Concerns for the Self-Employed *2

•

Life Insurance Concepts for the P&C Agent

•

Not Your Grandpas’ Globe: Recognizing and Insuring Supply Chain Interruption *2

•

Personal Lines Complications: Because Simple is Just Too Darn Easy

•

Personal Lines Problems & Pitfalls *2

•

Seven Ways to Get Sued and How to Avoid Them (Utica approved)

•

Social Networking: OMG or E&O? (Utica approved)

•

The Ever-Evolving Affordable Care Act

•

The Human Asset Puzzle: Risk Managing Life, Health and Disability Insurance

•

What We Learned: Claim & Coverage Issues from Catastrophes

•

Words Mean Things and Insurance is a Foreign Language (Utica approved)

Fee per Webinar: $50 PIAW Member, $60 Non Member Contact Brenda at 1-800-261-7429 or bsteinbach@piaw.org for in-house webinar opportunities!

32 OCTOBER 15

Agency Internet Boot Camp

Steve is the leading authority on insurance technology, productivity & profitability.

with Steve Anderson, CIC

October 13, 2015 Radisson – Green Bay, WI 8:30 – 4:00 (45 minute lunch, on your own) • Approved for 6 WI CE Credits #71537 & Utica Discount • CPIA Update Option This Seminar will provide a hands-on opportunity for participants to learn various applications that will successfully extend the physical insurance office to a new online office environment.

Students will explore solutions that allow prospects and customers to access the same, and more, services in a 24/7/365 online environment as they currently enjoy when visiting a physical office or calling on the phone. Of vital importance will be the errors and omissions loss prevention considerations necessary, and privacy/security concerns.

PIAW Member $155.00 Non Member $190.00 Register online at www.piaw.org or call 1-800-261-7429

A FINAL EXAM FOR THE BIRDS Paul was majoring in zoology at college. One semester he took a course in the study of birds. The night before the final exam, Paul studied until he had the textbook nearly memorized. He knew his class notes backward and forward. He was eager to take the exam, certain of getting a good grade.

ral habitat, and mating patterns. You may begin."

The morning of the exam, Paul took a seat in the front row of the big auditorium where the class was held. Over 100 students were in the class with him. On a table at the front was a row of 10 stuffed birds, each one with a sack covering its body so that only the legs were showing.

"This is ridiculous," he shouted. "I studied the textbook and my notes all night, and now you're asking me to name these birds by looking at their legs? Forget it."

The professor announced, "For this test, which counts for 80 percent of your final grade, I want you to identify each bird up here by its legs, and then discuss its species, natu-

Paul stared at the birds. All the legs looked the same to him. After spending half the exam period in growing frustration as he tried to determine which bird was which, he picked up his exam and threw it on the professor's desk.

The professor picked up the exam booklet and saw that it was blank. "What's your name, young man?"

With that, Paul yanked one leg of his pants up. "Why don't you tell me?"

OCTOBER 15 33

education

How Well Are You

Holding Your Customer's Accountable?

by Curtis M. Pearsall

If one were to ask insurance agents for a list of frustrations dealing with their customer, there is no doubt that high on that list would be the following – “why is it always our fault when a customer has a loss that is not covered? They knew that they didn’t have that coverage”. Unfortunately, this scenario has played itself out over and over again. Then when an E&O claim happens, it typically will be the agent’s word against the customer’s word.

While the agent may win some, there is a good chance that they will lose once in a while.

So what can an agent do to hold their customers more accountable? Some agents may contend “just document the conversation in the system” but there is really more to it than that. Let’s took a look at some of the typical scenarios.

The agency file is discoverable It is important to start off by stating that when an E&O claim occurs, the E&O carrier will look to secure the actual file in question to see what it looks like and what is included. Whether the file is paper or electronic, there is no doubt that solid documentation makes the E&O carrier’s job much easier. Conversely a file with sketchy documentation could prove to be a challenge in building a strong defense for the agency.

Completion of an app This could involve explanations of coverages, responses to questions, etc. Since the best type of documentation involves something with the insured’s signature on it, holding customers accountable is enhanced when an agency can get the customer’s signature on a document. This is one of the main reasons why getting customers to sign applications is so important. In virtually all legal jurisdictions, a customer is going to be held responsible for the accuracy of the information in an application if they signed it. So when an agency is completing an application based on the responses from the customer, a solid best practice is to require that the customer review the application and if everything looks in order, to sign it.

Other customer interactions As customers look to make modifications to their insurance program, once again, look to get their signature acknowledging the request. This is more doable when the customer is in your office or you are meeting with them at their business or residence.

However there may be times where this is not possible and 34 OCTOBER 15

thus the level of documentation needs to be tailored for the situation. How would your agency handle a request from a customer to delete certain coverage? Some agencies have taken the position that they will not make any changes without some form of written communication from the customer. This is great if you can get it but what if the customer doesn’t want to “cooperate”?

Without some form of documentation that confirms or memorializes the discussion, mistakes can occur. Possibly, what the agency heard is not what the customer requested or possibly what the customer advised is not what they really meant. Thus the need for some form of correspondence. If the customer doesn’t want to send you a note, then you send them one! Something to the effect of the following:

“per your request or per our conversation, we are deleting the collision on your Ford truck. If this is contrary to your understanding, please contact the agency immediately”.

The goal here is to attempt to address any potential misunderstandings between what the customer told you or thought that they told you and what you heard. By simply documenting the conversation in the agency management system does not help to identify a misunderstanding. If the misunderstanding surfaces after an uninsured loss occurs, this is when could turn nasty.

How about the scenario of the agency providing the customer with a proposal and the customer orders the package, the auto and the workers compensation but states

“let me think about the umbrella and I will get back to you”.

There should be some form of documentation back to the customer advising them “at this time, per your request, the umbrella coverage has not been placed.”

PIAW Member Benefit

Customer questions Probably a day does go by where your agency is asked a question pertaining to an insurance matter. It could be a question such as: • Do I need to let you know if my son is taking the car to college?

• Mom and Dad are in a nursing home, the house is vacant.

Is there anything that I need to know regarding their homeowners insurance?

• Do I have full coverage for my wife’s ring under my homeowners’ policy?

Again, these conversations need to be documented…why?

There is a good chance that the customer is not only documenting what you told them but they are also heavily relying on what you told them. Obviously be certain that you know the answer to the questions. Documenting back to the customer the essence of the conversation will confirm the discussion.

As a PIAW Member you can receive FREE sample producer contracts and employee contracts from PIAW! Developed for PIAW by an employment law attorney, these contracts contain non-compete and non-piracy clauses as well as other standard employment provisions.

We can send them to you via email as word documents so you can customize them with your agency information.

Call or email Mandy at (800) 261-7429; mpenn@piaw.org for information or to order.

Offer limit options Virtually every E&O class has advised agencies to get rejections on various coverages or limits provided. One very effective manner to do that is to offer a variety of options. Don’t just offer a proposal for a $1mil umbrella; offer multiple options. By the insured accepting the $1mil umbrella proposal, this then is confirmation of the rejection of the other limits offered.

Tools & Solutions that work for your business

Customer contact providing information Let’s assume that you are completing an app with a customer and you ask them if they have been cancelled for non-pay in the last 3 years. They don’t know so they pledge to call you the next day with the answer. When they call you the next day, they advise you “no, we have not been cancelled for non-pay in the last 3 years”. This should be documented and confirmed back in some form of written communication. Once again, the goal is to build a file that contains quality documentation and while this takes time, it could make all the difference if an E&O claim were to develop.

Bottom line, if your agency is really looking to hold your customers accountable, documentation is the key. Getting a document with the insured’s signature is the best approach but that is not possible, then document the various conversations in your file and send some form of written communication back to the customer memorializing in detail the discussion.

Curtis M. Pearsall, CPCU, AIAF, CPIA President, Pearsall Associates Inc. and Special Consultant to the Utica National E&O Program OCTOBER 15 35

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Contact Heidi Nienow today to learn more.

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hqnienow@AAAwisconsin.com

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36 OCTOBER 15

Find an Agency Management System Vendor . . .

with help from Since our hugely successful and informational Automation Seminar in May, PIA of Wisconsin has been receiving many inquiries regarding the PIAW. Agency Management System vendors. As a service to our members, we have developed a special section on our web site to list the name, contact information and short description of vendors that agencies can contact for questions and inquires.

Please visit our website to view the list, www.piaw.org.

MAKE THEM FEEL SPECIAL Songwriter and motivational speaker Patrick Henry started out the music business in Nashville a traditional way: working as a waiter in a restaurant called the Green Hills

the

Grille. The restaurant had a regular customer, an elderly woman named Mrs. Stevens.

Mrs. Stevens came in every day at the same time, sat at the same table, and ordered the same thing; a hot fudge brownie, a dish of vanilla ice cream, and a cup of coffee.

All the servers knew what she wanted and usually had it

We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-inhand to help our agencies grow profitably.

Our agents set us apart.

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

ready as she sat down.

One day Henry was serving her table, and as she was eating he wandered over and commented, "That must be a pretty good brownie for you to keep coming back here day after day."

Mrs. Stevens set down her fork and said, "Patrick, this is a great brownie, but I don't come here for the food. I'm here because of you, and Gail, and Brigid, and Jed, and . . ."

She new the names of every server in the place, and as she finished she got misty-eyed. "You make me feel so special."

The Green Hills Grille didn't do much advertising. But it stayed in business because it made a point of remembering its regular customers and making each one feel special.

OCTOBER 15 37

Key Person — How Much is Enough?

Coverage

by Gary Tiffany, MSFS, CLU, ChFC, LUTCF Key person coverage is one of the mainstays of business life insurance. The coverage is designed to protect the business against the unexpected death of a key employee or owner by providing a ready pile of money that can be used to take care of business-related cash needs caused by that death.

While most business owners understand the need for key employee coverage, they struggle with how to determine the proper amount of the coverage. How much is enough? What factors should be considered? As with personal life insurance, there is no exact answer these questions. By asking the right questions, though, we can provide some direction.

The first factor to consider, of course, is how the death of the key person will affect the business’s cash flow. That individual, whether it is the owner himself or another key employee, has a wealth of knowledge, skill, and experience related to that business. They’ve built relationships with customers and other employees, and have created a reputation for success. If that individual is suddenly “out of the picture”, there could be a severe effect on sales or production or even customer service, all of which will have an effect on revenue and cash flow.

With that in mind, the first questions to ask your prospect are: $ “To what extent do you believe that sales and/or production will be disrupted by the death of this key individual?” $

“How long do you expect the disruption to last?”

An employee’s death can also have an effect on the business’ credit picture. If cash flow is affected, there may also be uncertainty from lenders and suppliers. The business owner may find that he is being asked to accelerate payments or fully pay off loans. Questions to ask include: $ “Will the death of this key employee affect your company’s ability to secure credit?”

find a permanent replacement?” $

“How will the loss of this key employee affect the other employees? Will the uncertainty with the future of the business cause any of them to leave?”

$

“Will you have to pay more for a replacement with the same skills as your key person?”

Your client may find that the costs involved in replacing a key employee are higher than he might initially expect.

Talking through these questions will help zero in on a reasonable amount of coverage. You want enough to cover the cash needs, keep other employees from leaving, and find and hire the replacement.

Once you have determined the amount, though, you still have to sell your underwriter on it. This is where a good cover letter can be particularly important. Be sure to explain how the coverage amount was determined so the underwriter can understand your reasoning. We’ll generally underwrite coverage up to five times the key person’s salary without many problems. In special situations, we may consider more, but normally we will not exceed ten times salary.

Each of your commercial clients has at least one key employee. It may be a foreman, an office manager, a salesman, or even the owner himself. Be sure ask your clients about how their business might be affected by the loss of that key employee. You may be surprised by how many don’t have a plan in place!

– Reprinted with permission from The Pekin Insurance News (PIN), the agent newsletter for Pekin Insurance Company.

$ “Is there possibility that existing loan repayment terms could change or that credit terms from suppliers could be altered?”

Gary Tiffany, MSFS, CLU, ChFC, LUTCF is a Sales & Marketing

$ “Is there a specific debt or bank loan that should be repaid on the death of this key employee?”

and marketing of their Voluntary Benefits program and provides the

Consultant for Pekin Life Insurance Company. He oversees the sales Company’s core-states independent agency force with expert techni-

The final factor to consider is finding the replacement employee. It’s not easy to find someone with skills and qualifications similar to the deceased employee. In a small business, it’s going to be particularly difficult and may take a considerable amount of time. Questions should include:

cal support, product selection advice, life insurance case design, and

$ “How much do you believe you will have to spend to find, attract, hire and train a replacement?”

industry, having spent the last 34 years with Pekin Life Insurance

$ “Will a temporary replacement be needed while you attempt to

gtiffany@pekininsurance.com.

38 OCTOBER 15

support assistance on business and personal life insurance cases. In addition, he writes sales-oriented articles for the Company newsletter and assists with the development of other sales-related projects.

Gary has over 40 years of sales experience in the life insurance Company. He can be contacted at 800-322-0160, extension 3639, or

2015

COMMITTEE KICK-OFF

Draws volunteers from across the great state of Wisconsin!

PIA has always been an organization driven from the ground up by committee volunteers. We are delighted that so many agents, associates and company members give their time to develop projects and services and set the direction of the association. At the annual committee kick-off day in Madison, everyone came together to share ideas and energy for the benefit of all members. And they have a great time together after the work is done! To learn more about our committees or to volunteer, call the PIA office or visit www.piaw.org.

www.piaw.org

OCTOBER 15 39

newM E M B E R S

PIA of Wisconsin

AGENCY Asenbrenner Insurance Agency Inc.

Long Insurance Agency LLC

Strouf Insurance Agency

Shawano, WI

Clintonville, WI

Hayward, WI

Capital Financial Group of Walker’s Point Inc.

Mark Williams Insurance Agency, LLC

The Advisors Group, LLC dba TAG Insurance

Milwaukee, WI ETC Insurance Agency, LLC Johnson Creek, WI

40 OCTOBER 15

East Troy, WI Roger Kreager Insurance Agency Marathon, WI

Milwaukee, WI Wagner Insurance Solutions, LLC Oshkosh, WI

ONE DECISION MADE EASY IN A COMPLEX BUSINESS WORLD

Your business clients make hard decisions every day, but now you can make selecting the right insurance coverage easy with a Pekin Insurance® Commercial policy that is specifically designed for preferred property risks.

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AUTO • HOME • BUSINESS • LIFE • HEALTH

OCTOBER 15 41

WHY is Wisconsin getting new cards?

Wisconsin Division of Motor Vehicles is taking steps to enhance fraud prevention to ensure the integrity of Wisconsin driver license (DL)/identification (ID) cards. The new card will provide the most advanced security features in North America.

WHAT will customers notice about the new cards?

The most obvious change will be the move from color to black and white photos. Law enforcement in the states of New York and Virginia, where the improved-security cards are already being issued, believe the black and white photo is superior.

The card will also feature a beautiful rendition of the Wisconsin State Capitol building, the Wisconsin flag and the leaf of the State tree, the sugar maple.

The text "Not for Federal Purposes" will be printed on non-REAL ID compliant cards in compliance with Department of Homeland Security REAL ID regulations.

HOW are these cards more secure?

Traditional DL/ID cards have color photos printed on either PVC or Teslin; the color photo is "applied" in either a top or middle layer, enabling separation of the layers for tampering.

Wisconsin's new cards will have a detailed black and white version of the photo engraved by laser onto a very high-quality polycarbonate card. The photo is fully integrated with a solid card, not layered.

This process produces two high-definition, high-contrast images. The black and white laser-engraved image helps to focus on key facial features without the distraction or distor足tion of color. This makes the card much more difficult to counterfeit. Wisconsin's new DL/ID design will have the most advanced security features currently available in the United States.

WHEN will this take effect?

In the fall of 2015, OMV will begin rolling out the new card in a cascading fashion. By November 2015, all DL/ID licenses will be in the new format.

WHO gets new DL/IDs? All Wisconsin DL/1D products will be valid until their normal expiration date.

Persons with expiring DL/IDs will be notified as usual to renew.There is no need to come in early to get a new product

42

OCTOBER 15

New Wisconsin Driver License and ID Cards

WHERE will customers get their new DL/IDs?

DL/ID holders who need to renew should visit the OMV customer service center that is most convenient to them. Customers do not need to get a new product before the renewal date. Our website wisconsindmv.gov offers online services including a customer service center locator tool for customers to easily find their closest OMV location. There is also an interactive driver license guide to help customers with the DL application process.

WHAT is the process to get a new DL/ID?

The process does not change. At the OMV customer service center, customers will have their photo taken and then receive a receipt which includes a photo. This will serve temporarily as a driver license/identification card until they receive the new card in the mail.

While the average wait time at most OMV customer service centers is approximately 10 minutes, many factors will impact how long the process will take. We recommend visiting at off peak times (avoiding Mondays, Fridays, during lunch hours or first thing in the morning). In 2014, the average OMV customers spent less than 17 minutes in total time at a OMV office, from coming in the front door to exiting with their product.

HOW long will it take to get a new DL/ID?

Customers should receive their card within 10 business days but it will typically arrive sooner. Drivers need only visit a OMV once every 8 years to have a new photo taken when renewing their DL. Customers needing to renew an ID card only need to visit a OMV once every 16 years because an ID card can be renewed online every other time.

WHAT will it cost?

There is no additional cost to customers who obtain or renew their DL/ID card.

Drivers will continue to pay the same fees they do today. Fee information is available on the OMV website wisconsindmv.gov.

The state's contracted cost increases $0.85 per card from $2.25 to $3.10. This increased card cost incorporates advanced security technology provided in the polycarbonate, laser engraved product personalization and system improvements in DMV's overall DL/ID issuance solution. Given that the last contract was awarded 8 years ago, an increase is to be expected.

Wisconsin products have been manufactured and mailed from a California facility for the past three years with no problems associated with out-of-state production.

WHAT are some quick resources? wisconsinindmv.gov

• Driver License Guide – Personalized check list for documents needed – Help customers com plete and print the form – Step-by-step process – Available 24/7

• Customer Service Center locator • Online Services – Get duplicate driver license – Renew ID card – Change an address

ARE the DL/ID cards produced in Wisconsin?

To build a Wisconsin production facility would have increased the per card cost by $1.30. Over the life of the seven year contract, Wisconsin will save $11.8 million by producing the cards at an existing print facility in Virginia.

For more information: email: opa.exec@dot.wi.gov

OCTOBER 15 43

Misreading Customers Missed Sales

Means

by John Graham

Selling is never easy. Never. But salespeople often make it even tougher for themselves by letting customers get away empty-handed. It isn’t that customers don’t find what they want or what they’re looking for. It’s just that they don’t want to deal with the salesperson.

With the 800-pound Internet gorilla lurking over every sale, today’s customers are much more demanding when dealing with salespeople. If the experience doesn’t meet their expectations, they’re gone.

Millennials, there’s a segment of 6.2 million with an annual family income of $100,000 or more. They’re the Affluent Millennials and they’re quite different from the other 62 million non-affluent Millennials of the total group.

More often than not, misreading customers causes them to look elsewhere—missed sales. It doesn’t need to happen and here’s how to avoid it:

According to a study, Money Matters: How Affluent Millennials are Living the Millennial Dream, this group is in a second phase. “Compared to non-affluent Millennials, affluent Millennials over index when it comes to changing jobs, buying a home, and making home improvements in the last 12 months,” and they also “over index when it comes to expecting a child in the next 12 months,” states FutureCast, the study sponsor.

1. Be sure you’re speaking with the right “customer.”

Wrapped up in every customer is a handful of different customers, who behave differently depending on the situation.

The first job is figuring out which of these customers you’re dealing with at the moment so you can respond correctly.

Here they are: • The “I want to know more” customer. This customer requires patience, so ask clarifying questions and get them talking. Don’t push, but gently pull them along until they’re comfortable.

• The “I have all the answers” customer. Let this customer talk and tell you all about it; don’t cut them off. This person wants to be the salesperson so let them feel they made the buying decision on their own.

• The “I know what I want” customer. By listening carefully to these customers, you may find inconsistencies in their thinking. Then by asking them follow up questions, these customers may recognize that what they thought they wanted was not a good idea after all.

• The “I can’t make up my mind” customer. Here, the salesperson becomes a resource, offering options and comparisons and making note of the customer’s responses so the person can recognize the best solution.

By making sure you’re talking with the right customer, salespeople take a big step toward making the sale rather than losing it.

2. Think individuals, not groups. Even though everyone is unique, we lump people into groups—doctors, servers, business owners, blue collar, boomers, Gen Z, old people, Hispanics, and on-and-on. In reality, we know that all Hispanics, accountants, or electricians are not the same.

For example, out of the nearly 80 million 18 to 35 year-old 44 OCTOBER 15

It’s clearly good to be cautious when making marketing and sales assumptions about any group. Basing decisions on opinion, inaccurate information, or hearsay leads to misreading customers—and missed sales.

3. Don’t stop with first impressions. A marketing manager called about meeting to talk about working with his company. After a 400-mile drive, he arrived in a near-ancient pick up truck, wearing ragged jeans, a wrinkled shirt, and dirty boots. There was little doubt about that first impression: the meeting was going to be a waste of time.

Not recognizing it, we instantly pigeonhole customers—and that can be a mistake. First impressions may not tell the whole story. The man in the dirty boots is a good example.

He was for real; his company became our largest account.

Never get carried away with first impressions, and be prepared to discard those that don’t fit.

4. Always offer options. There’s a lot to learn from companies that do a great job capturing customers by offering options. The Honda Accord, for example, comes in several models, each with a basic price: LX, Sport, EX, and EX-L. Choices engage customers so they don’t go away.

To be effective, options must be realistic and not so many that they become confusing or frustrating to customers. A financial advisor may present three scenarios for a client’s

consideration, while a real estate agent may show a client several styles of homes. Options should create discussion and further interaction.

5. Don’t tell customers what to think. “Do you love it?” asked the interior decorator after delivering the reupholstered sofa cushions. The couple murmured a few words, “It’s bright and different.” But at that moment, one thing was certain; they didn’t love it.

Far too often, salespeople make the mistake of trying to “guide” customers, tell them what to think: “This a great buy.” “Isn’t this a perfect floor plan for your family?” “Don’t you just love the color?” “This is going to look great in your home.”

Customers want help and suggestions, but they don’t want salespeople telling them what to think. When that happens, it’s a turn off.

6. Forget about customer loyalty. It’s only human to believe that we have loyal customers. When some leave, we make excuses as to why they left. It’s tough seeing customers leave.

It’s as if they are rejecting us. It negates everything we’ve done for them. Breaking up is painful, particularly after making customer care a top priority and bending over backwards to satisfy them.

We think that customers show their appreciation by being loyal to a company, brand, or salesperson. However, what we label as loyalty may be something quite different. It may be nothing more than convenience, price, laziness, inertia, or habit. Nothing more.

In other words, customer loyalty is an illusion. It lets us think the interchange with customers should result in their loyalty— and that’s a big mistake. Today, nothing—absolutely nothing—stands in the customer’s way from getting what the customer wants, the way the customer wants to get it, and where they want to get it.

We misread customers and lose them when we expect their loyalty. Our task is to focus on doing everything possible to give them a great experience. That’s the only reward that counts.

Misreading customers costs sales. To prevent this from happening, it takes doing battle with our assumptions, particularly those that influence how we think about customers and what we expect from them.

John Graham of GrahamComm is a marketing and sales strategistconsultant and business writer. He publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com, 617-774-9759 or johnrgraham.com.

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Proudly providing all of Wisconsin with prompt, personal service.

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

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Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella OCTOBER 15 45

PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS

DIRECTORS

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

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

Mr. Brian MacGillis, CPIA Vice President 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. 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. 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

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. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com

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

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

46 OCTOBER 15

Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org

October 2015

Mandy Penn Executive Assistant mpenn@piaw.org

AGENCY INTERNET BOOT CAMP Green Bay (6 WI CE)

14-15

CIC JAMES K. RUBLE GRADUATE SEMINAR Green Bay (16 WI CE, 4 of 16 are optional Ethics)

4, 5

CISR COMMERCIAL CASUALTY 2 Rothschild (7 WI CE)

8

CISR PERSONAL RESIDENTIAL Middleton (7 WI CE)

8-10

CIC PERSONAL LINES Middleton (20 WI CE)

20-21

CIC JAMES K. RUBLE GRADUATE SEMINAR Milwaukee (16 WI CE, 4 of 16 are optional Ethics)

3-5

7th Annual Winter Get-Away Minocqua (9 WI CE)

17, 18

CISR ELEMENTS OF RISK MANAGEMENT Waukesha, Madison (7 WI CE)

24-26

CIC COMMERCIAL PROPERTY Madison (20 WI CE)

8

CISR COMMERCIAL CASUALTY 1 Green Bay (7 WI CE)

9-11

CIC LIFE & HEALTH Green Bay (20 WI CE)

December 2015

Heather Falk, CISR Bookkeeping hfalk@piaw.org

CISR LIFE & HEALTH ESSENTIALS Madison, Green Bay (7 WI CE)

January 2016

Darcy Brown, CPIA Member Benefits Coordinator dbrown@piaw.org

13

February 2016

Coming Events

Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org

13, 14

March 2016

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

November 2015

Mr. Matt Cranney, CIC, CRM Secretary M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com

Mr. Sean M. Paterson, CIC Allied Insurance Centers, Inc. 12750 W. North Ave. Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@alliedinsurancecenters.com

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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______________________________________________

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