PIAW September/October 2021 Magazine by Professional Insurance Agents of Wisconsin

[ SEPTEMBER /OCTOBER 2021 ]

PROFESSIONAL AGENT

YOUNG PROFESSIONALS CLUB

18TH SCHOLARSHIP YOUNG PROFESSIONALS CLUB

18TH

ANNUAL

GOLF OUTING GOLF OUTING SCHOLARSHIP

ANNUAL

YOUNG PROFESSIONALS CLUB

SCHOLARSHIP

18TH ANNUAL

GOLF OUTING

AUGUST 5

10 AM REGISTRATION 11AM SHOTGUN START

AUGUST 5

THE BOG

3121 COUNTY ROAD I SAUKVILLE, WI 53080

THE BOG

10ROAD AM REGISTRATION 3121 COUNTY I SHOTGUN START 11AM SAUKVILLE, WI 53080

COST

$150 Includes golf cart, box lunch, two drink tickets, reception, hors d’oeuvres

THE BOG

COST

$150 3121 COUNTY ROAD I Includes golf cart, box lunch, two drink SAUKVILLE, WI 53080 MAJOR SPONSOR tickets, reception, hors d’oeuvres

COST

$150 cart, box lunch, two drink tickets, reception, hors d’oeuvres

MAJOR SPONSOR Includes golf

PLATINUM SPONSORS

MAJOR SPONSOR

PLATINUM SPONSORS

Scholarships totaling up to

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CONTENTS 4 From the President 6 Memos from Madison 8 From the Boardroom 10 Capitol Update 12 Events and Happenings 14 OCI Administrative Action 18 6 Mindsets to Breath Oxygen Into Your People 20 Engage 2021 22 Annual Meeting Notice 24 HR Snapshot 28 Agency Vital Signs 30 Education 37 Upcoming Events 38 Directory

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.

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 bi-annual Wisconsin CE requirement, you have come to the right place.

ADVOCATE

With lobbyists representing you in Madison and 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 our PIAW Winter Get-Away event in Minocqua, Annual Convention, YPC Scholarship Golf Outing or dozens of other events, you can collaborate with other professionals who have “been there.”

6601 Odana Rd. Madison, Wi 53719 | (800) 261-7429 | www.piaw.org

PIAW.ORG [ 3 ]

FROM THE PRESIDENT

I am excited to pass the torch and can’t wait to see what our New PIAW President will accomplish...

JULIE ULSET, CPIA President, PIA of Wisconsin

PASSING THE TORCH Wow, it is already my last article before I turn over the gavel to the new PIAW President. It’s been an amazing, stressful year with lots of Zoom meetings and figuring out strategies for our members to be together and congregate safely. Despite all the challenges we faced, PIAW has accomplished more since last September than I ever expected to be a part of. Our Advocacy efforts have been successful and I am proud to have played a role. On April 1st, I testified at the Senate hearing on the Insurance Cybersecurity Bill. Board Member and Past President Tracy Oestrich testified at the Assembly hearing in May, and it later passed both houses. I was able to attend and represent PIA as the bill was signed into law in July by Governor Evers. It was a memorable experience to be a part of. I also attended the PIA Clay Shoot which was a great success. We raised about $10,000 for our PIA PAC to help our advocacy efforts continue to grow. I plan join in the fun again and even try shooting next year – you should too! Brenda and the Education Committee did an amazing job with having Education events via Zoom, offering important topics as well as variety. The new Life & Health FOCUS topics are interesting and timely and constant webinars are available to keep members up to date on insurance topics, CIC credits, and CISR designations. The Education Committee has been working hard to bring forward new ideas and products to help our members expand their insurance knowledge with more to look forward to coming soon. PIA’s Young Professionals Club (YPC) had another amazing golf outing at The BOG in Saukville, this year, giving away $24,000 in scholarships to aspiring insurance professionals. Many of the SEPTEMBER/OCTOBER 2021 [ 4 ]

scholarship winners were able to join us at the reception. I was able to talk to a few of them about their future goals. A couple already work in the insurance field, and I was extremely happy to see that PIAW can support these young adults as they work to advance in the industry. ENGAGE 2021 is coming up quickly. I am so excited to be able to engage with my fellow members at our Annual Convention on September 29-30th. New feel, new program, shortened convention is what our members told us in 2019. With 2020 being put on hold, the anticipation has been building and we cannot wait to ENGAGE at the Hyatt in Green Bay! Of course, we have education for our CPIAs on September 29, from 8:30 am -4:00 pm. Sam Bennett does a great job with this program, and you won’t want to miss it. I am hosting a welcome “Engagement Party” that evening with food and fun before we all head out to the brand-new complex of The Turn. If you haven’t seen this place, you have to check it out! It’s amazing! It will be an early morning on the 30th with our Annual Business Meeting, but make sure you get breakfast and hit up the Bloody Mary and Mimosa Bar beforehand. Please attend, as we want all of our members’ input at this important event. The afternoon will be filled with learning, fun, and oh yeah – JORDY NELSON will be there too! I can’t think of a better way to end out my Presidency. It has been an amazing year, and I want to thank all of our agency members, board members, and company and associate members for all of their support. I am excited to pass the torch and can’t wait to see what our New PIAW President will accomplish with PIA in the coming year. See you at ENGAGE 2021!

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MEMOS FROM MADISON

Don’t forget to tell people why the insurance industry is a great place to make a career.

WIS. AGENTS EARNINGS RANK 4TH IN U.S The U.S. Bureau of Labor Statistics recently published their 2020 occupational wage estimates by state, and Wisconsin agents’ average earnings are fourth highest among all 50 states, at $79,890. Only New York, Washington, D.C. and Alabama agents had higher annual wages. Considering the low cost of living in Wisconsin, compared to the East Coast and West Coast, this statistic is quite remarkable. As it gets harder and harder to find new employees, this is a part of the story we should be telling. This is an industry with well-paying jobs. No degree is required to get in. We’ll train you, on-the-job, and you will be on a

PETE HANSON, CAE, CISR Executive Director, PIA of Wisconsin

path towards making a great living with plenty of job security. How about some of the other jobs in the industry? Customer Service Representatives averaged $42K. Claims adjusters averaged $70K. Underwriters averaged $75K. Personal Financial Advisors averaged $107K. Actuaries averaged $117K. Sales Managers averaged $148K. Don’t forget to tell people why the insurance industry is a great place to make a career. Very few of us grew up dreaming of a career in insurance, but most of us in the industry are glad someone told us about the opportunity that got us here!

Use Training and Certifications to Boost Employee Retention Speaking of our workforce challenges, we know it costs a lot less to retain an employee than to recruit and train a new one. I recently read a study, conducted by Pay Scale, that asked 38,000 employees what kind of professional development strategies would most interest them.

The top response, from 32 percent of employees, was management/ leadership training. A close second was a professional certification, the response of 30 percent of respondents. In the insurance industry, this number was higher, with 33 percent of respondents choosing “professional certification” as their preferred direction of professional development. More good news from the survey: when employees were asked why they wanted to pursue professional development, the SEPTEMBER/OCTOBER 2021 [ 6 ]

top responses were to get a promotion in their current company (35%) and to get a raise (33%). Another 14 percent wanted to take on a different role in their company. Only 19 percent replied that they wanted to use those skills to get a job elsewhere. If 81 percent of employees want to develop new skills to utilize at their current job, and it would increase their job satisfaction, then employers are crazy not to help them, right? Check out our CIC, CPIA and CISR certification programs that your employees can use to grow their knowledge of insurance coverages, sales techniques, risk management and agency operations. Let your employees know that you’re supportive of their professional growth and direct them to www.piaw.org to sign up for a webinar or seminar.

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FROM THE BOARDROOM

The cornerstone is the relationships that are fostered between PIA and you, our members.

BRIAN P. MACGILLIS, CPIA MacGillis Agency, Inc.

RELATIONSHIPS, PIA AND YOU It has truly been an honor to serve on the Board of Directors as Past President Liaison this past year. Having been off the board for a number of years, serving from 2011-2018, it was great to meet the new people who are leading PIA in an excellent direction. You, as members of PIA, should rest easy knowing our organization is in great hands for many years to come. The foundation of our agency association was laid by people who served as the head of our organization, served as employees for the organization, and volunteers on PIA committees. But the cornerstone is the relationships that are fostered between PIA and you, our members. Without agency members, our organization would not be needed and would cease to exist. As an agency owner, there is nothing more important than the people that you work with on a daily basis and the relationships that we have with those co-workers, customers and carriers. I’d like to share with you a few relationship tips that I have picked up along the way: It makes a difference how you treat your company field representatives. • Not only should they be treated with respect, but they can be the difference between you keeping your contract in a bad year or having to spend thousands of hours moving all those customers to another company. • With many companies moving to the field underwriter system, they can be the difference between you landing that large account...or losing that large account. It makes a difference how you treat your underwriters. • This can often be an adversarial relationship for agents, but it should not be that way. Your underwriters may have to make a tough and unpopular decision to cancel, reinstate a policy (or not reinstate a policy), and tell you ‘no’. • Keep that relationship professional. If they make an unpopular decision in the morning, you may still need a different favor from them in the afternoon. SEPTEMBER/OCTOBER 2021 [ 8 ]

You never know when you might need a competitor’s help. • If your agency is struggling to grow, or personal situation changes, you need to continue to foster relationships with other agents to ensure continuity of your business into the future. • Unless there are unique circumstances, don’t say ‘no’ when asked by a company field rep if they can appoint another agent in a neighboring town. As a former field rep, I always felt that spoke (negative) volumes about the agency I was asking – in that they probably were not the right partner. Use your agency’s service superiority to win those accounts the right way. Empathy in tough situations can help you avoid the courtroom. • Our customers need us to be their advocate in difficult claim situations, just as PIA is for its members. That is one of the many items that separates us from the direct writers. And when something is just not covered, show empathy, and listen. • Stand by those who stand by you. • PIA has been an advocate for their members since 1949. Whether it is advocacy in DC & Madison, competitive errors and omissions coverage, or being the leader in insurance education, PIA is there for you. • Give back to your organization with your time, talents and treasures. This can be as simple as joining a committee, signing up for online or in person education, running for the board of directors, or donating to the PIA Legislative Conduit or PAC. Since our agency has been around since 1963, I have the pleasure of working with many long-term customers. I always try to say ‘thank you’ to all of our customers, especially those long-term customers, for their insurance business. In this case as my one-year term expires, I get to say thank you again. Thank you for trusting me to lead your association and thank you for your support of PIA. I look forward to furthering our relationship at the Engage 2021 Convention in a few short weeks!

PIAW.ORG [ 9 ]

CAPTIOL UPDATE

NATALIE WHITE

Communications Director

After many months of development by the Joint Finance Committee, the state budget passed both houses and was signed into law by Governor Evers. Budget season is officially behind us and eyes are turning to getting bills introduced and moving legislation through the committee process. To recap, the final budget was supported on a bipartisan basis and included tax cuts for the middle class, funding for broadband infrastructure and of special importance to PIA and small businesses across the state -- funding set aside for legislation to repeal the personal property tax (PPT). Unfortunately, there were some concerns raised by the Department of Revenue that led the Governor to veto a separate bill that would have completed the PPT repeal. He has since requested that lawmakers work on new legislation that addresses the Department of Revenue’s concerns, and said that the funding set aside in the budget will remain to backfill the repeal. PIA is hopeful that legislation

can be passed to complete the PPT repeal and will continue to advocate on this important issue for members. Another piece of legislation of importance is continuing to make its way through the committee process. Senate Bill 434, relating to municipal raze orders, creates certain requirements for local governments issuing raze orders for insured property. The bill would stipulate that in order for a raze order to be issued by a municipality for an insured residential dwelling, the total damages must be over seventy percent of the insured value of the dwelling. Currently, a raze order could be issued for a dwelling if the damages are over 50% of the assessed value of the property. This creates a large issue where assessed home values are low in more rural areas of the state. Incurring damages of more than 50% of the assessed value could lead to a building being razed and the insurer is then responsible for the replacement cost of rebuilding a home, when restoring the building would have been much more practical and cost effective. SEPTEMBER/OCTOBER 2021 [ 10 ]

The bill has come forward for hearings in both the Senate Committee on Insurance, Licensing and Forestry, and the Assembly Committee on Insurance, where it was discussed for several hours. One of the major points discussed during the hearings was the concept of indemnity and how current law does not reflect indemnity when insured houses that could have been repaired are ordered to be destroyed. Discussions on the legislation are ongoing and PIA will continue to advocate for the concept of indemnity to be upheld in the industry. Lastly, PIA was pleased to attend the bill signing for the NAIC cybersecurity bill, now Wisconsin Act 73, in July. This legislation sets cybersecurity requirements that will protect our members, their clients and confidence in the insurance industry. PIA is pleased to have aided in its passage. Continue to read our legislative updates in the Wisconsin Professional Agent and our blog at piaw.org.

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LUB

18TH

ANNUAL

YOUNG PROFESSIONALS CLUB

SCHOLARSHIP

18TH

ANNUAL

GOLF OUTING UTING G

Events and happenings

AUGUST 5 18TH YOUNG PROFESSIONALS CLUB

SCHOLARSHIP GOLF5 OUTING AUGUST

10 AM REGISTRATION 11AM SHOTGUN START

ANNUAL AUGUST 5

10 AM REGISTRATION 11AM SHOTGUN START

THE BOG

3121 COUNTY ROAD I SAUKVILLE, WI 53080

BOG It was a banner THE day for the 18th Annual YPC Scholarship Golf Outing on August 5th at The Bog, in Saukville. COUNTY I PIAW 3121 members andROAD sponsors had a great time and gave away $24,000 in scholarships to Wisconsin students $150 SAUKVILLE, WI 53080 pursuing careers in the insurance industry! THE BOG Includes golf cart, box lunch, two drink

COST

$150 Includes golf cart, box lunch, two drink HIGH SCHOOL tickets, reception, hors d’oeuvres

3121 COUNTY ROAD I The Talented Recipients Are SAUKVILLE, WI 53080

tickets, reception, hors d’oeuvres

MAJOR SPONSOR COLLEGE • Evanthia Athanasopoulou •N athan Busch of Platteville lise Lewison of Baraboo •E of Brookfield • S tephanie Freaner of Madison • K ailey Hodel of Verona $150 SPONSOR of Elkhorn • SMAJOR cott Rosendahl • J onni Van Rite of Green Bay • K Includes golf cart, box lunch, two drinkatherine Cubilette of Sun Prairie • Olivia Evraets of Random Lake •A ubrey Thiede of Slinger tickets, reception, hors d’oeuvres • Samantha Rifelj of Brookfield •A lyssa Beine of Milwaukee

COST

PLATINUM SPONSORS

MAJOR SPONSOR A Big Thank You to Our Sponsors!

SEPTEMBER/OCTOBER 2021 [ 12 ]

Scholarships totaling up to $25,000 will be given away

awarded 4 - $1,000 scholarships to high school seniors

8 - $2,500 scholarships to Current college students

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OCI ADMINISTRATIVE ACTIONS MARK V. AFABLE 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.

JUNE, 2021

JULY, 2021

Allegations & Actions Against Agents

Michele Lee Diamond, 8275 E Wood Dr., Scottsdale, AZ 85260, agreed to permanently surrender her Wisconsin insurance license and agreed to pay a forfeiture of $2,000.00 upon the submission of any future licensing application. These actions were taken based on allegations of allowing a revoked insurance agent to use her license to engage in the business of insurance. Thomas A. Griesman, 416 E Washington St, Burlington, WI 53105, agreed to pay a forfeiture of $2,000.00 and agreed to the issuance of a two-year conditional insurance license having certain employment, supervision, and reporting requirements. These actions were taken based on failing to timely disclose criminal charges to OCI and having a criminal conviction that may be substantially related to insurance marketing type conduct. Gerald B. Lynch, 1917 Belgium Dr., Plano, TX 75025, 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 Wisconsin, South Dakota, Louisiana, and California on a licensing application; failing to timely report to OCI administrative actions taken by other states while licensed in Wisconsin; failing to comply with a forfeiture order; failing to respond to inquiries from OCI; and failing to provide information required to complete a licensing application. Nathan R. Miller, 101 Seabreeze Blvd., Apt. 507, Daytona Beach, FL 32118, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Virginia, California, and NC. Daniel W. Raymaker, 701 Alpine Rd., Algoma, WI 54201, had his application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose an administrative action taken by the State of Wisconsin on a licensing application and failing to provide documentation required to complete the application.

Jumuel A. Cannon, 4626 W. Deer Run Dr., Apt. 204, Brown Deer, WI 53223, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Stanford L. Clacks, Jr., 5132 Brandenburg Way, Madison, WI 53718, had his application for an insurance license denied for 90 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Indiana and Wisconsin on a licensing application and failing to timely disclose an administrative action taken by the State of Indiana while actively licensed in Wisconsin. Heather L. Cruver, 1523 Lincoln Ave., Plattsmouth, NE 68048, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Dynah R. Edang, 3772 E Pulaski Ave., Cudahy, WI 53110, had her application for an insurance license denied for 60 days. This action was taken based on allegations of failing to disclose an administrative action taken by the State of Wisconsin on a licensing application. Nicole R. Etter, 4119 N Woodburn St., Shorewood, WI 53211, had her application for an insurance license denied for 31 days. This action was taken based on allegations of failing to disclose administrative actions taken by the states of Washington and Wisconsin on a licensing application, and failing to fully complete an application form. Thomas Giebel, 3678A E Birchwood Ave., Cudahy, WI 53110, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Beth Gifford, 3171 Dayton St., Magna, UT 84044, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of South Dakota, Louisiana, and California.

SEPTEMBER/OCTOBER 2021 [ 14 ]

Beth Gifford, 3171 Dayton St., Magna, UT 84044, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Piroshka Gowdy, 1342 S Glen Cir., Apt. C, Aurora, IL 60506, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Paul Haan, 3969 Bayshore Dr., Sturgeon Bay, WI 54235, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of South Dakota, Kansas, and Indiana. Paul Haan, 3969 Bayshore Dr., Sturgeon Bay, WI 54235, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Phillip E. Ipsan, 1040 Bayview Dr., Ste. 610, Fort Lauderdale, FL 33304, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Francis Jablonski, 115 Washington St., Fountain City, WI 54629, had his application for an insurance license denied for 31 days. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type conduct. Jaimie A. Jackson, 13601 S 44th St., Apt. 3035, Phoenix, AZ 85044, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jose D. Jaramillo Arvizu, 2101 N Evergreen St., Apt. 10445, Chandler, AZ 85225, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture.

Jose D. Jaramillo Arvizu, 2290 E Yeager Dr., Chandler, AZ 85286, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Louisiana, Indiana, North Carolina, and California. Jeremiah R. Johnson, 3019 N 47th St., Milwaukee, WI 53210, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Cokilya Keith, 420 Pilot Rd., Las Vegas, NV 89119, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Virginia, Washington, and Louisiana. Cokilya Keith, 807 1/2 S 3rd St., Las Vegas, NV 89101, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Taimur Khan, 102 N Water St., Unit 401, Milwaukee, WI 53202, agreed to the issuance of a conditional license having a 30-day denial period and certain disclosure requirements. This action was taken based on allegations of having criminal convictions that may be substantially related to insurance marketing type conduct, failing to fully disclose the convictions on a licensing application, and failing to provide information requested by OCI. Kristine L. Larson, 319 N Madison St., Waupun, WI 53963, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Theresa M. Lasee, 2757 Moose Creek Trl., Green Bay, WI 54313, had her insurance license summarily suspended. This action was taken based on allegations of committing financial fraud.

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CONTINUED ON PAGE 16

CONTINUED FROM PAGE 15 - OCI ADMINISTRATIVE ACTIONS Kabir Leon, 300 Forest Center Dr., Apt. 31102, Kingwood, TX 77339, had his insurance license revoked. This action was taken based on allegations of failing to pay a non-resident licensing fee. Darlene M. Mosbaugh, 75443 Schmenski Rd., Glidden, WI 54527, had her insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Sean P. O’Connor, 519 N 93rd St., Milwaukee, WI 53226, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jonathan I. Oner, 817 15th Ave., Unit 210, Monroe, WI 53566, 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 and failing to provide documentation required to complete a licensing application. Eric Oster, Jr., 1946 Fittin Ct., Lantana, FL 33461, had his insurance license revoked. This action was taken based on allegations of failing to pay a non-resident licensing fee. Jason W. Perez, 13328 W Stella Ln., Litchfield Park, AZ 85340, was ordered to pay a forfeiture of $500.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Florida, Indiana, and California. Jason W. Perez, 13328 W Stella Ln., Litchfield Park, AZ 85340, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Jose I. Perez-Hernandez, 2615 N. Cramer St., Apt. 36, Milwaukee, WI 53211, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Carla J. Petersen, 615 Stow St., Fond du Lac, WI 54935, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Rolando A. Rodriguez, 5255 S 22nd St., Milwaukee, WI 53221, 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 states of California and Wisconsin on a licensing application and failing to timely provide documentation required to complete a licensing application. Chad M. Schampers, 2004 Ledgeview Rd., De Pere, WI 54115, 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; being named in lawsuits containing allegations of fraud, misrepresentation, misappropriation, or breach of fiduciary duty; demonstrating financial irresponsibility in the conduct of business; providing false and incomplete information on a licensing application; and failing to apply for and obtain a federal crime waiver. Theron “Terry” G. Seitz, 1865 Arrowhead Dr., Beloit, WI 53511, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Lewis Shaver, 6663 Seaway Dr., Brooksville, FL 34604, was ordered to pay a forfeiture of $4,000.00. This action was taken based on allegations of failing to timely disclose to OCI administrative actions taken by the states of Kentucky, Utah, Indiana, Nebraska, Illinois, Louisiana, Virginia, and Maryland. Lewis Shaver, 6663 Seaway Dr., Brooksville, FL 34604, had his insurance license revoked. This action was taken based on allegations of failing to timely pay an ordered forfeiture. Adam Sokeland, 2888 Joellen Ln., Apt. 2C, Newburgh, IN 47630, had his application for an insurance license denied. This action was taken based on allegations of owing delinquent child support. Richard J. Wilkinson, 5215 W Wiley Post Way, Ste. 200, Salt Lake City, UT 84116, was ordered to pay a forfeiture of $500.00 and was ordered to provide all information requested by OCI regarding a consumer complaint, and to timely and fully respond to all inquiries from OCI. These actions were taken based on allegations of failing to timely respond to inquiries from OCI. Andrew Williams, 4509 N 108th St., Wauwatosa, WI 53225, had his application for additional insurance authority denied. This action was taken based on allegations of failing to timely respond to inquiries from OCI, failing to disclose an employment termination for cause on a licensing application, and falsifying information on insurance applications. Andrew Williams, 4509 N 108th St., Wauwatosa, WI 53225, had his application for additional insurance authority denied. This action was taken based on allegations of failing to disclose an administrative action taken by the State of Wisconsin on a licensing application; having an insurance company appointment termination for cause; failing to respond promptly to OCI requests for information; and providing false information on a previous licensing application. H

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. SEPTEMBER/OCTOBER 2021 [ 16 ]

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for your agency. Data alone is just that – data. But with the right format and strategy, it’s the ultimate business intelligence tool. Keystone’s data intelligence team, in partnership with AgencyKPI, can help you generate more revenue by aligning risks with the right markets to maximize your compensation potential and build niche market expertise. That’s how independence works better together. FOR MORE INFORMATION, CONTACT: JoAnn Hartung 570.473.4340 | jhartung@keystoneinsgrp.com keystoneinsgrp.com ©2020 Keystone Insurers Group ®. All rights reserved. This does not constitute an offer to sell a franchise in any state in which the Keystone Insurers Group franchise is not registered.

PIAW.ORG [ 17 ]

F E AT U R E

6 Mindsets To Breathe Oxygen Into Your People By Jason V. Barger

We all could use a deep breath.

6 Mindsets To Breathe Oxygen Into Your People and Culture

Most teams and companies are still figuring out how to help support their people and engage with them remotely, in hybrid settings, and in-person gatherings. With all that businesspeople have been navigating: differing modes of communication, the expansion of remote workers, global health, issues of racism, social injustice and equity, political and economic uncertainty, they are also expected to maximize the experience, product or service that you are delivering to the marketplace. Deep breaths are needed.

1. CLARITY — Vision + Direction is air that all need to breathe. Is your Mission clear? Is your Vision clear? Are you Values for how your team is committed to travel clear? Is your Strategy for the next priorities clear? If not, your team may be gasping for air. Every time you breathe oxygen into to these mindsets and concepts as a team, the air is easier for all to breathe. The path forward becomes clearer. Your team may not have all the answers, but they’ll have energy and clear direction on how to take the next step.

The process of breathing for the human body is “the process of moving air into and out of the lungs to facilitate gas exchange with the internal environment, mostly to bring oxygen and flush out carbon dioxide.” The leaders role in teams and organizations is to breathe oxygen into their people with mindsets and actions that fuel energy, possibility, connection and progress while flushing out negativity, blame and toxins.

2. INCLUSIVITY — Leaders in the world play an enormous role in widening the circle so that more diverse backgrounds, ideas, perspectives, and experiences have a seat at the table. Teams and organizations will lead the way forward in society by modeling how to have civil, respectful dialogue and educate people on the strengths of diversity, equity and inclusion. When our teams are inclusive and welcoming, it breathes life and energy into all. We’re stronger together.

The best leaders and teams on the planet understand their role is to help breathe oxygen into their people that helps give energy, hope and life so that all are able to thrive in a complex environment. These leaders and cultures are intentionally inhaling and exhaling with their people. The air they breathe and the mindsets they bring to stimulate action is everything.

3. AGILITY — Possibility + Adaptability is the name of the game in a changing world. Leaders have to practice breathing oxygen that allows their mind to find new ways of doing things and the courage to adapt to opportunities that emerge. If leaders return to the “this is the way we’ve always done it” mindset then they will sit back and watch the oxygen leave the room (and their people).

SEPTEMBER/OCTOBER 2021 [ 18 ]

4. GRIT — Resolve + Toughness is critical to help people navigate their way through obstacles, challenges, negativity, finger pointing, and division. Leaders help their people breathe oxygen that stays focused on the present moment and the actions that are needed in order to take the next step. Toughness isn’t about being physically stronger than others, it is about being able to be vulnerable with your people and still have the resolve to find solutions, together. 5. REST — Teams and organizations have an unhealthy association with the concept of rest. Americans last year left 768 million days of vacation on the table with their employers. That equates to nearly $66 billion of lost benefits. We’ve forgotten that the research actually shows that deliberate rest is essential to elite performance. When we allow our bodies, minds and hearts to deliberately rest, we breathe more efficiently and are better at everything else. 6. OWNERSHIP — Accountability + Action are mindsets and oxygen that the best leaders and team cultures on the planet breathe. They connect the things they say they will do with positive accountability and action. Accountability isn’t a negative word, it’s a positive mantra that all take ownership of. In a world where people are quick to gossip, point fingers, and be critics about what isn’t working, the best leaders breathe oxygen into their people and shift conversations from blame to solutions-focused.

The best cultures proactively help their people breathe and navigate through obstacles, together. They intentionally choose to inhale positivity and the 6 mindsets above and exhale negativity, blame, gossip and division. The air they breathe dictates the quality of air for all. The ecosystem of their culture is grown, developed, cultivated and led with intentionality, one breath at a time. The process for developing high-performing and engaged teams never stops and the best leaders, teams and organizations are committed to breathing oxygen in how they hire, onboard, do performance evaluations, develop emerging leaders, and recognize excellence. The best leaders invest in their teams and the air they breathe, together. If you’re experiencing a lack of energy, passion or hope for the road ahead, it may be the air you’re breathing.

About the Author

Jason V. Barger is the globally-celebrated author of Thermostat Cultures, ReMember and Step Back from the Baggage Claim as well as the host of The Thermostat podcast. His latest book Breathing Oxygen is set to be released in the Fall of 2021. As Founder of Step Back Leadership Consulting, he is a coveted keynote speaker, leadership coach and organizational consultant who is committed to engaging the minds and hearts of people and growing compelling cultures. Learn more at JasonVBarger.com

For more information on becoming an Independent Agent with AAA George Maglares (847) 867-6099 GSMaglares@acg.aaa.com

PIAW.ORG [ 19 ]

Enjoy Midwest hospitality and spacious accommodations with walkable downtown riverfront in Wisconsin’s oldest city and the home of Lambeau Field.

PACKERS GREAT Steve Anderson, CIC

Weldon Long

One of the nation’s most in-demand speakers, whose incredible story and powerful message has inspired millions to thrive and succeed in the face of adversity.

Jordy Nelson

Photo Credit: Gabriel Cervantes

Meet Jordy at (Re)Connect!

Wednesday 9/29 CPIA 1 (7 WI CE) – Sam Bennett, CIC, CPIA, AFIS, CRIS Register for Engage 2021 and receive a discounted registration fee. Julie Ulset’s Engagement Party and PIA Pizza After President Julie Ulset’s Engagement Party, transportation is provided to The Turn, then back to the Hyatt for PIA’s Pizza Party.

Steve is the insurance technology authority. Drawing on decades of experience in the insurance industry, he wrote The Bezos Letters: 14 Principles to Grow Your Business Like Amazon, which has become a Wall Street Journal, USA Today, and international bestseller.

Thursday 9/30 PIA Business Meeting / Elections of new Board Members Customer Service in the Internet Age/The Virtual Agency or Time Management, Setting the Stage for Success & Happiness, Emotional Intelligence Awards Lunch Stony Steinbach Achievement Award, Ron Von Haden Agent of the Year Award, Company Rep of the Year, Wisconsin’s Outstanding CSR of the Year (Re)Connect The trade show has a new name and a new look. Enjoy the casual atmosphere while you visit with the exhibitors, play PIA Poker, and anticipate winning great prizes. Want to meet Jordy Nelson! See you at (Re)Connect!

When it comes to play, the virtual possibilities are endless. Go from smashing a 7-iron to striking out a batter with a fastball in a matter of minutes. How about some carnival games? Zombie dodgeball anyone? PIA has the entire complex!

“The Power of Consistency” – Weldon Long “I have seen a lot of speakers over the years and some better than others. However, very few in my opinion have the ability to change your life. Weldon Long is one of those speakers. His message has changed my life and I hope he will do the same for you.” Sean M. Paterson CIC, Vice President, Robertson Ryan & Associates

SEPTEMBER/OCTOBER 2021 [ 20 ]

Special THANKS PLATINUM Supporting Members Special Track for CSRs GOLD Supporting Members Sam Bennett, CIC, CPIA, AFIS, CRIS Separate registration required. ½ off for PIA Members who register for Engage 2021. 7 CE Credits!

Julia Persike, PsyD, CSAC

Brian Ahearn, CPCU, CTM, CPT, CMCT

Time Management: How to Manage 24 Hours with Plenty of Time Left for Fun

Pre-suasion: Setting the Stage for Success and Happiness

Tracy Stock, CSP Emotional Intelligence: Managing Emotions to Enhance Relationships

IMT Insurance Rockford Mutual Insurance Company Society Insurance

SILVER Supporting Members Badger Mutual Insurance EMC Insurance Companies Encova Mutual Insurance Group Germantown Mutual Insurance Company Madison Mutual Insurance Company Pekin Insurance® Progressive Insurance West Bend - A Mutual Insurance Company

CHAMPION Sponsor Western National Insurance Group

FOR MORE INFORMATION AND REGISTRATION visit PIAW.ORG PIAW.ORG [ 21 ]

ANNUAL MEETING NOTICE AND NOMINATIONS COMMITTEE REPORT The Annual Meeting of the Professional Insurance Agents of Wisconsin, Inc. will be held at 8:00 a.m. on Thursday, September 30, 2021 at the Hyatt Regency Hotel in Green Bay, Wisconsin. At that meeting, the Nominations Committee will place the following names in nomination for election to the Board of Directors. In accordance with PIAW procedures, we are publishing photos and a brief biography of each nominee. Nominations will be accepted from the floor at the annual meeting and each nominee will speak on their own behalf prior to the election. Each director will serve a three-year term beginning at the installation ceremony at that day’s Awards Luncheon.

RYAN BUTZKE, CIC, CISR, Northbrook Insurance Associates in Slinger. Ryan has been in the insurance business for 20 years. He attended UW-Milwaukee, earned CIC and CISR designations and is a past president of Image of WI Inc. Ryan has also served in leadership roles for PARKS Jr. Ski Foundation, Midwest Alpine Racing and Richfield Youth Baseball & Softball Association. Ryan has served three years on the PIAW Board of Directors serving on the YPC & Legislative committees. His top three carrier partners are West Bend, Frankenmuth, & Secura. Ryan recently chaired the PAC Clay Shoot event and he is currently Vice President of PIAW.

MIKE ENDRES, Endres Insurance Agency, Inc. Cross Plains, WI. Mike has been in the insurance industry for 15 years and currently owns and operates Endres Insurance Agency, Inc. Mike graduated from UW-Whitewater with a bachelor’s degree in general business in 2006. He currently serves on the event committee for the PIAW Clay Shoot fundraiser. Core carriers are Acuity, Erie & Secura.

TRACY SABOL, Robertson Ryan & Associates in Waukesha. Tracy has been in insurance for 12 years and is an agent owner and vice president at Robertson Ryan & Associates. She offers P&C, Life, Long Term Care and Voluntary Benefits. Within RRA, she is the voluntary benefit specialist and trains other agents to cross-sell customized benefits programs. Tracy serves on the PIAW Convention Committee and is also active with the MMAC, WIM and ABC of Wisconsin. Her strongest carrier partnerships are with Secura, CNA, Travelers, EMC and Colonial Life.

SEPTEMBER/OCTOBER 2021 [ 22 ]

FREE LEGAL PIAW MEMBER HOTLINE

1.844.672.1221 INSURANCEHOTLINE@AXLEY.COM

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. Î Agency Ownership & Operations Î Mergers & Acquisitions Î Drafting & Review of Carrier, Producer, & Other Contracts Î Confidentiality, Non-Solicitation, & Non-Competition Agreements Î Perpetuation & Succession Planning Î Employee & Independent Contractor Issues Î Representation regarding OCI Licensing & Discipline Î E&O Reporting Obligations

Axley’s free insurance hotline is available to all PIAW members. Our attorneys will respond as quickly as possible. Calls do not constitute an attorney-client relationship. If your issues require more in-depth legal action or advice, you may be directed to seek private counsel. PIAW.ORG [ 23 ]

HR Snapshot

WE’VE HIRED SOMEONE TO HELP OUT WITH SOME END-OF-YEAR TASKS, AND THEY’LL BE LEAVING SHORTLY AFTER THE NEW YEAR. CAN WE PAY THEM AS AN INDEPENDENT CONTRACTOR SINCE THE DURATION OF THEIR EMPLOYMENT WILL BE ONLY A HANDFUL OF DAYS? WE WILL BE CONTROLLING THE WORK. Likely not. The IRS, the U.S. Department of Labor, and state agencies have specific criteria for determining who is an employee and who is an independent contractor. These criteria focus on the overall relationship workers have with their employer, with attention to who controls when, where, and how the job gets done, along with who has the opportunity for financial profit or loss. The timespan of employment is not one of those criteria. We recommend you review the criteria in light of what the role will be, but based on what you’ve said, the person hired will probably be an employee. You can learn more about the rules around independent contractors on the HR Support Center.

Answer from Kim, SPHR, SHRM-SCP

CAN WE SHARE EMPLOYEE VACCINATION STATUS WITH MANAGERS SO THEY CAN ENFORCE ANY POLICIES BASED ON THAT INFORMATION, SUCH AS MASKING AND SOCIAL DISTANCING? Yes. Obviously, managers will need this information if they are expected to enforce vaccination-dependent policies, and employers should train them on how they should be enforcing the policies and how and when to escalate issues to HR or a higher level of management. However, you should not share this information any more widely than necessary. Vaccination status is medical information that must be kept confidential. While anonymized information is okay to share widely—e.g., “80% of our employees are vaccinated!”—each employee’s vaccination status should be treated as confidential, even if the fact that they are wearing a mask to work seems to reveal their status publicly.

Answer from Kara, JD, SPHR

EMPLOYEES ARE SPENDING A LOT OF TIME ON THEIR PHONES (SCROLLING SOCIAL MEDIA, BROWSING THE INTERNET, LISTENING TO MUSIC OR PODCASTS). CAN WE PROHIBIT PERSONAL PHONE USE DURING WORK HOURS? Yes, you can limit or prohibit use of personal devices during work hours. Employees can be expected to give their undivided attention to the work you pay them to perform, and if that means phones need to be silenced or put away, you are entitled to make this request. An all-out ban on phone use may not be necessary, however. Periodic mental health breaks can actually improve overall productivity. And if an employee is able to work efficiently and not distract their colleagues while listening to music or a podcast, there’s probably no reason to prohibit them from doing so. However you decide to approach cell phone use during work hours, employees should be allowed to use them during their break and meal periods. This time needs to be truly their own in order to satisfy the requirements of many state laws. Answer from Rachel, SHRM-SC Be sure to outline your expectations in a handbook policy and distribute it to all employees.

SEPTEMBER/OCTOBER 2021 [ 24 ]

LET US UN-SHATTER THAT BAY WINDOW FOR YOU. HOMEOWNERS INSURANCE THAT’S DESIGNED TO BE WORRY FREE A home is one of the most valuable assets. Whether it is a current homeowner, someone looking to own, or someone renting a home, financial protection is needed for the important things in life. A homeowners policy from IMT Insurance can help your policyholders Be Worry Free. Learn how you can represent IMT Insurance at imtins.com/contact.

AUTO | HOME | BUSINESS

PIAW.ORG [ 25 ]

What and when am I supposed to document? by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates Inc. and Consultant to the Utica National E&O Program

Every E&O claim made has been impacted by the level of agency documentation in some way. Use the opportunity to educate staff on what the expectations are for documentation. Document agency standards in writing for all employees to know, understand and follow to help avoid any confusion about those expectations. Include items such as: The “When” Issue. What is the expected time period for when telephone conversations should be documented in the agency system? Avoid statements like “as soon as practicable” because this could vary by agency staff member. Address the timeline for documenting meetings with customers, too. Ideally, document and take care of the task at hand by documenting immediately following a conversation with the agency customer or prospect, as details become less clear as other tasks and conversations take place during the day. The “What” Issue. Issues include how coverage deletions should be handled, how and when to document when the customer declines a specific coverage, etc. The days of simply entering the discussion in the agency system are gone. Those discussions must be memorialized in an email back to the customer and include the key information. There have been situations where the customer, after suffering a loss, contradicts the information in the agency system. They may advise “I told you I wanted the coverage” when you heard the opposite. The “How Much Detail is Needed” Issue. What is the expected level of documentation of a phone conversation? Include the actual name of the customer, as opposed to “insured,” as well as sufficient detail of the exact essence of the conversation. The documentation should be such that another agency staff member could read the documentation, know exactly what was discussed, and any next steps or open items. The “Abbreviation” Issue. What abbreviations are acceptable and which words need to be spelled out? Note the list of acceptable abbreviations. If there is no abbreviation for a specific issue, then fully spell the issue. The “Watch What You Say” Issue.

A good rule for documentation: “Don’t put anything in the system that a jury shouldn’t read.”

For agencies with an audit process in place, adherence to documentation expectations should be carefully reviewed. For agencies without an audit process, at a minimum, someone in a management position should review file documentation to determine if the staff is meeting expectations. Auditing often (weekly, monthly) is a great way to reinforce positive behavior or conversely coach staff who are falling short of expectations. Strong file documentation will reduce errors and, if an E&O claim is made, favorable documentation will help in the defense of your agency. This is too important to leave to chance. As the saying goes:

If it is not in the file, it didn’t happen.

5-R-1400 Ed. 7-21

SEPTEMBER/OCTOBER 2021 [ 26 ]

promise

( 815) 489-327 5

PIAW.ORG [ 27 ]

F E AT U R E

AGENCY VITAL SIGNS By Al Diamond, President, Agency Consulting Group, Inc.

Agents throughout the agency universe have asked us how they can determine the health of their agencies – in a nutshell.

of the boat and hope it doesn’t sink to the bottom of the sea. Until the water reached a vital organ, they thought they had a swimming pool.

We tell them that the first indicator is the feeling at the pit of their stomachs. It never lies, but it can be fooled in either direction. If you have a cold feeling in the pit of your stomach that something is wrong, it probably needs further analysis. Sometimes it happens when you can’t pay your bills. Other times it happens when, one after another, several of your customers that you have assumed were “safe” find other homes without giving a real reason. Something is wrong, but you can’t put your finger on it.

What each of these types of agents DIDN’T HAVE was a way to measure their VITAL SIGNS, the business equivalents of the blood work, the blood pressure gauges and the lab work that your doctor does to determine how well your physical body works.

Most agents have pretty substantial egos and will point the fickle finger of accusation toward the carriers’ actions, the activity, or lack thereof, of the employees, the market, the economy, and the clients themselves. The only person without blame is the agent themselves – for becoming lackadaisical and not paying attention to the very things that made them successful in the first place. Some of these agents have “retired in place.” Whatever the cause, after investigating and find problems within your agency, the cold feeling was right and changes need to take place. More insidious is the feeling that we fooled ourselves into believing that everything is all right, even when the indicators turn downward and go “into the red.” Countless agents have called Agency Consulting Group, Inc. when the wolf was at the door and they were at the verge of bankruptcy – too late to do anything but bail the water out

There are similar signs that are available to you to determine how well your agency works. ACG would be happy to establish them for you, give you a baseline and design a plan to resolve the problems that exist within your agency that could spell trouble for you soon or in the future. Here are some of the VITAL SIGNS that you can measure in your agency. This should be done monthly – but not just for the month. It should be done on a Year-To-Date and Rolling12-Month basis to properly judge where you stand and whether trends are changing for your business. NET GROWTH OF CLIENTS – How many clients did you have in the previous period YTD and Rolling 12? How many do you have now? We know that the market tends to harden and soften and changes the revenue that we obtain from our customers. But the agency will generally remain healthy as long as it has more clients every year. Counting clients is not easy in most agencies because agency management systems don’t provide that kind of data. But if you count active policyholders at the end of a year and then

SEPTEMBER/OCTOBER 2021 [ 28 ]

add new customers and subtract lost customers (when their last active policy is gone) you can determine a valid customer measurement. CUSTOMER RETENTION – How many clients did you have total for the prior period YTD and Rolling 12? How many OF THOSE CLIENTS, excluding new clients written since that period, do you still have? If you had 1000 clients in the last year-to-date and have 1100 currently (with 200 new clients this year), your client retention is (1100-200)/1000 = 90%. Some agents write a lot of new business each year and lose a lot of existing clients. They are like gerbils in a wheel, running like crazy but never really getting anywhere. And, while the exercise might be good for you, you won’t have the energy or money to keep doing this forever because it costs more to get new customers than to keep them.

If you tend to take all of the net income of the agency in your various forms of compensation, perks and benefits, consider creating a compensation account for yourself; one that pays exactly what you would pay someone else to do the job that you do within the agency. Have a second compensation account for yourself that still pays you what you want, need or have available in the agency, but allows you to see it as profit that you are passing back to yourself outside of the work effort value that you put into the agency. This is still your money and can come to you in bonus, benefits, perks, or dividends. But revising your Operating Statement in this way clarifies the Net Revenue Growth and Net Expense Growth (including your base compensation for the job that you do, but not the ‘extra’ compensation that you get because it is available). This action gives you a much clearer view of whether your agency is growing revenues more than expenses each year.

GROWTH OF AVERAGE COMMISSION PER CLIENT – Growing the customer base each year is important to the long-term future of the agency. Keeping as many customers as possible allows you to spend your efforts on fewer quality new customers each year instead of having to write 10% of your customer base in new customers each year just to keep even.

If an agency maintains accurate financials, it can generate an accurate Balance Sheet every month. While your Operating Statement is your bank account and piggy bank, the Balance Sheet gives you the weight, heart rate, cholesterol count and blood sugar count for the agency, as your doctor’s visits does for your personal health. And the Liquidity Ratios common in insurance agencies are absolutely accurate tell-tale predictors of both healthy agencies and agencies that will face some form Cross-selling different products is an excellent way of enriching of crisis in the future. your bottom line AND forming closer relationships with your clients. Customers already know they need additional coverage; There are between six and ten Liquidity Ratios that can be whether they purchase it from your agency or from other calculated for any agency with an accurate Balance Sheet sources. Cross-selling products and informing your clients of that will tell you both the health trends of the agency and the advantages of your agency’s services keeps them with you whether you are close to a financial crisis. They are the Acid longer and the clients do not attempt to jump ship every time a Test (Quick Ratio), Working Capital, the Current Ratio, the “lower cost” offer” solicits them. Receivables to Payables Ratio, the Trust Ratio and the agency’s Tangible Net Worth. REVENUE GROWTH IN EXCESS OF EXPENSE GROWTH– From a business sense this is the real basic Yes, we are suggesting that you not only know your insurance business philosophy. If you already make a profit, growing products and your clients, but that you also know your own your revenue more than your expense each year will increase business. The cowboys among us can still manage by the it. If you have slipped to a “loss” position, controlling your seat of their pants, but the rest of us will find it much more expenses to 5% below your revenue growth each year will satisfying (and profitable) to measure our Vital Signs and act bring you back to profitability. accordingly.

PIAW.ORG [ 29 ]

Education

WISCONSIN’S OUTSTANDING CSR OF THE YEAR NICHOLAS OLENICZAK, CISR M3 Insurance, Inc

The Outstanding CSR of the Year Award is one of the greatest professional honors a customer service representative can receive. It confers recognition of highest order – an acknowledgment of a recipient’s dedication and ability, commitment and outstanding achievement. Wisconsin’s recipient Nick Oleniczak will go on to compete for the National CSR of the Year. Congratulations, Nick!

Nick’s Winning Essay

“2020 presented major challenges to the insurance industry and every insurance buyer in the country.  As clients re-evaluated their insurance coverages and carriers, agents quickly realized that they couldn’t rely on brand loyalty alone. Agents must also provide near perfect client experiences in order to protect them and keep businesses thriving. Describe the biggest challenges your agency or company and clients faced this past year and what three service strategies you employed to overcome them and continue delivering incredible experiences to your clients.” Five years ago, if someone would have told me that I’d be recommended to the PIAW for CSR of the year I would have smirked and asked “I know the insurance industry loves their acronyms, but what does that even mean?”. At that time, in 2016, nervous and intimidated for my first day as an intern at M3 Insurance and armored with only my personal automobile insurance policy as prior experience in the field; I quickly identified and gravitated towards M3 service, sales, and leadership employees that helped shape my career today. Throughout the course of the summer, I gained first-hand experience in the industry by attending in-person client meetings and took on challenging service tasks provided by M3’s Education and Government franchises. Although that internship provided me with the base-line technical knowledge to move into my full time role, I—more importantly— learned how to become, operate, and establish myself as a professional in the insurance service industry. In the years to come I overcame numerous challenges from a continuous hardening market across numerous lines of coverage and a need to develop my own personal brand and work ethic. Establishing myself as a team-oriented player

throughout multiple teams, franchises, and practice groups at M3; I navigated my way through new and continual obstacles as they presented themselves. Outside the rather obvious “challenges” that hit the Property and Casualty industry in 2020 (COVID-19, a hardening Property market, and, specific to my practice group, difficult back-to-school planning) we continued to face adversity with continual employee turnover, internal account servicing transitions, and a client base that always seems to want to push for earlier and earlier renewal terms. With each of these challenges I was able to utilize various skills and strategies in which I’ve learned throughout the course of my previous four years working in the industry. Not unique to the organization that currently employs me, the industry as a whole constantly sees an influx of employees coming in the door on an entry-level basis. I understand the difficulties that come with moving into a role with little to no experience. I’ve always been proud to call myself an “M3 success story” when it comes to the internship bringing on full-time employees after graduation. With this, I pride myself on not only being an intern coach each summer, but also play an active role in making myself available to train interns on entry-level tasks, provide answers to any questions they may have, and make it known that I’m open for job shadow opportunities throughout the course of their time with our organization. I’ve experienced first-hand the impact of having a strong mentor during both the internship program and in the first few months of my professional career. This mentorship strategy goes a long way with developing not only my personal growth in passing what I know onto others, but also helps establish M3’s talent pool for future employees. Another aspect of the industry I’ve experienced is the difficulty behind transitioning accounts internally from one service member to another. To combat this one of the first items I task

SEPTEMBER/OCTOBER 2021 [ 30 ]

Education myself with when taking on a new account is to partner with the former service team (if possible) to establish the best way of introducing myself to the insured, detail any service standards I should be maintaining, and familiarize myself with the uniqueness surrounding each account. I begin by calling or e-mailing the primary contact at the insured to introduce myself and explain the decision surrounding the transition of service members. Insureds have provided the feedback to our sales team that they appreciate the personalized connection; and from there, I do my best to tailor my availability to each client as needed. Effective communication is a staple in this industry, and I pride my work ethic on providing timely responses. As an early professional still shaping my technical knowledge, I’ve come to understand the power behind the simple statement of “I’m not 100% certain of the exact answer to your question, let me do some research and get back to you”. Responsiveness and honesty goes a long way in establishing credibility with a new client. As each year passes, timelines have seemed to accelerate on the insured’s end. Realizing this trend, being proactive is not only a high M3 standard but also a high standard I hold myself to. Preparing

pre-renewal planning documentation, having market-driven conversations with the insured, and establishing due-dates are some of the tasks I take care of right away and I’ve found are key to a successful renewal cycle. Establishing the skillset of being proactive takes time, patience, and organization; but are well worth the results. By proactively establishing and meeting renewal deadlines, insureds can focus on their own respective businesses and know that they will receive the same level insurance-related services they’ve come to know and expect. In summary, there’s countless challenges that face the Property and Casualty service industry on a daily, weekly, and yearly basis; but I lean on the three pillars of mentorship, responsiveness, and being proactive to provide the service that M3 clients expect from their agents. I want to thank all of those that have guided me on my journey thus far, as being nominated for this award is an attribute to the guidance and experience I’ve obtained from so many. I wouldn’t be who I am today if it wasn’t for my incredible colleagues and I look forward to the future obstacles in which I know we will overcome as a team!

2021 Wisconsin CSR of the Year CANDIDATES Amy Cordova, CISR Cordova Insurance Agency Nicole Hinkley HNI Risk Services Victoria Leuze BWO Insurance Group, LLC Stacey Migliano, CISR Elite, HCP The Trottier Insurance Group Courtney Ollerman M3 Insurance Brianna Schwanke M3 Insurance Heather Wendland, CISR Elite TRICOR, Inc.

SAVE THE DATE FOR 12TH ANNUAL

WINTER GET-AWAY

FEBRUARY 2–4, 2022 THE POINTE – MINOCQUA, WI 10 WI CE (3 are Ethics) | Presented by Todd Davis PIAW.ORG [ 31 ]

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.

September 2021 Webinar Schedule TITLE & WI CE

DATE

TIME (CST)

INSTRUCTOR

An Hour with Cathy: Three Commercial Property Insurance Problems and How to Fix Them 1 WI CE # 6000087962

9/1

1-2p

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

That’s Personal: Home & Auto Exposures Your Insured Doesn’t Share (and Why That’s Bad) 3 WI CE # 6000080266 Utica Approved

9/2

8-11a

Scott Treen, CIC

Is This Stuff For Real? Understanding & Insuring Emerging Risks 3 WI CE # 6000080265

9/2

12-3p

Steve Lyon CIC, CPCU, ARM

Commercial Property – Direct vs Indirect Damage 3 WI CE # 6000080287

9/7

12-3p

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

An Hour with Kevin: Insuring Self Driving Cars, Scooters & Other Modern Transit Risks 1 WI CE # 6000059681

9/8

1-2p

Kevin Amrhein, CIC< CPIA

Personal Lines Clients and Their New Normal 3 WI CE # 6000080286

9/9

12-3p

Nicole Broch, CIC, CISR, PLCS

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

9/14

8-11a

Sam Bennett, CIC, AFIS, CRIS, CPIA

The Evolution of Ethics in Insurance 3 WI ETHICS CE # 6000082722

9/14

12-3p

Corey Wilkins

An Hour with Nicole: Homeowners Loss Settlement Issues 1 WI CE # 6000081983

9/15

1-2p

Nicole Broch, CIC, CISR, PLCS

Nailed It: Understanding Insurance Requirements in Construction Contracts 3 WI CE # 6000082634, Utica Approved

9/23

8-11a

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

Chris Amrhein’s “Adventures in Aging” Financially Surviving Retirement 3 WI CE # 6000061267

9/23

12-3p

Chris Amrhein, CIC

Cyber – Evolution, Exposures, Incidents & Insurance 3 WI CE # 6000082637

9/28

12-3p

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

PENDING

9/29

1-2p

Corey Wilkins

Commercial Insurance Coverages, Court Cases & Chaos 3 WI CE # 6000082635, Utica Approved

9/30

12-3p

Terry Tadlock, CIC, CPCU, CRIS

SEPTEMBER/OCTOBER 2021 [ 32 ]

Education New Topics Added! New Added! 11 and and33WI WICE CECredits. Credits.Live. Live.No NoTest. Test.No NoProctor. Proctor.

.topics, descriptions, webinar demo and registration. Visitthe theEducation Educationtab tabatatpiaw.org piaw.orgfor fora acomplete completelist listofof.topics, Visit descriptions, webinar demo and registration. Several approved for Utica credit. Ethicsisisoffered offeredeach eachmonth. month. Several approved for Utica credit. Ethics Fee per Webinar: $55 PIAW Member, $70 Non-Member. Includes WICECEfees. fees. Fee per Webinar: $55 PIAW Member, $70 Non-Member. Includes WI

October 2021 September 2021Webinar WebinarSchedule Schedule TITLE & WI CE

TITLE & WI CE

Ethics: Essentials for the Insurance Producer

An Hour with Cathy: Three Commercial Property Insurance Problems and How to Fix 3Them WI ETHICS 1 WICE CE ##6000087962 6000080505

Flood Insurance and Doesn’t the NFIP That’s Personal: Home & Auto Exposures Your Insured Share (and Why 3 WIThat’s CE Bad) # 6000059679 3 WI CE # 6000080266 Utica Approved Dead or Alive: The Many Functions of

Is This Stuff For Real? Understanding & Insuring Emerging Risks Insurance 3 WI CELife # 6000080265

DATE

TIME (CST) TIME (CST)

INSTRUCTOR INSTRUCTOR

10/5

12-3p

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

10/7 9/2

8-11a 8-11a

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

DATE 9/1

10/7

1-2p

12-3p

Corey Wilkins

9/2

12-3p

Steve Lyon CIC, CPCU, ARM

10/12 9/7

8-11a 12-3p

9/8 10/19

1-2p 12-3p

Kevin Amrhein, CPIA CRIS Terry Tadlock, CIC,CIC< CPCU,

9/9 10/20

12-3p 1-2p

Broch, CIC, CISR, PLCS NicoleNicole Broch, CIC, CISR, PLCS

9/14

8-11a

Sam Bennett, CIC, AFIS, CRIS, CPIA Sam Bennett, CIC, AFIS, CRIS, CPIA

The Evolution Ethics in Insurance Homeowners inofReal Life: Tales of Claims & 3 WI ETHICS CE # 6000082722 Coverage 3 WI CE # 6000080508

9/14 10/21

12-3p 12-3p

Corey Wilkins Nicole Broch, CIC, CISR, PLCS

An Hour with“Adventures Nicole: Chris Amrhein’s in Aging” Homeowners Loss Settlement Issues Understanding Security & Medicare 1 WI CE #Social 6000081983 3 WI CE # 6000059682

9/15 10/26

1-2p 12-3p

9/23

8-11a

Chris Amrhein’s “Adventures in Aging”

9/23

12-3p

Cyber – Evolution, Exposures, Incidents & Insurance 3 WI CE # 6000082637

9/28

12-3p

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

PENDING

9/29

1-2p

Corey Wilkins

3 WI CE # 6000058105

Personal Lines Coverage Concerns: Commercial Property – Direct vs Indirect Damage 3 WI CE # 6000080287 Annoying But Important

Scott Treen, CICARM, Robin Federici, CIC, AAI, AINS, AIS, CPIW

3 WI CE # 6000080480

An Hour with Kevin: Insuring Self Driving Cars, Scooters Contracts Agents Should Read & Other Modern Transit Risks WI # 6000080507 13WI CE #CE 6000059681

Personal Clients and TheirPersonal New NormalUmbrella An HourLines with Nicole: 3 WI CE # 6000080286 Issues & Answers 1 WI CE # 6000082636 The Small or Hobby Farm: Properly Identifying Insuring Commercial Transportation Exposures: The & Insuring the Risk Business Auto Motor Coverage Forms 3 WI CEand # 6000060208 3 WI CE # 6000068375

Nailed It: Understanding Insurance Requirements in Construction Contracts An Hour with Corey: Valuation Issues with Custom 3 WI CE # 6000082634, Utica Approved

Cars & Tricked out Trucks 1 WI CE # 6000081982

Autos, Garages and Dealers – Oh My! Financially Surviving Retirement 3 WI CE # 6000061267 Knowing the Difference 3 WI CE # Pending

10/21

10/27

10/28

1-2p

12-3p

Nicole Amrhein, Broch, CIC, CISR, PLCS Chris CIC

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

Corey Wilkins

Chris Amrhein, CIC

Carissa Bonner, ANIS, CRIS

Register online Register online at atpiaw.org piaw.orgororcall call1-800-261-7429. 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org Commercial Insurance Coverages, Court Cases & Chaos 9/30 12-3p Terry Tadlock, CIC, CPCU, CRIS 3 WI CE # 6000082635, Utica Approved

PIAW.ORG [ 33 ]

Education

Upcoming Opportunities CIC WEBINARS & CLASSROOM APPROVED FOR 16 WISCONSIN CE CREDITS EACH Anyone Can Attend No Exam or Proctor Required for CE Instuctor Led

SEPTEMBER 22-23, 2021 Commercial Property Webinar

NOV. 30–DEC. 1, 2O21 Personal Lines West Bend Mutual

JANUARY 19-20, 2022 Commercial Multiline Webinar

CIC GRADUATE RUBLE WEBINARS Exciting update option for CICs, CRMs, and CISRs! 16 WI CE

OCTOBER 21-22, 2021

FEBUARY 16-17, 2022

Green Bay (4 optional WI Ethics CE)

Webinar

CISR WEBINARS

Anyone Can Attend 7 WI CE Each - No Exam or Proctor Required for CE Instuctor Led

SEPTEMBER 1, 2021

OCTOBER 12, 2021

NOVEMBER 9, 2021

DECEMBER 8, 2021

SEPTEMBER 16, 2021

OCTOBER 19, 2021

NOVEMBER 18, 2021

DECEMBER 21, 2021

Commercial Casualty

Agency Operations

Life & Health Essentials

Personal Auto

Personal Residential

Commercial Property

SEPTEMBER/OCTOBER 2021 [ 34 ]

Commercial Casualty II

Elements of Risk Management

THURSDAY

OCTOBER 14, 2021

8:30–3:30 P.M. SUN PRAIRIE, WISCONSIN

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

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

JON PERSKY

All agency owners need to consider what will happen to the agency in the event of their death, disability or retirement.

CPA, CIC, PHR

Should you sell it to a family member, an employee, your partner, or someone else? How much should you

PIAW September/October 2021 Magazine

Articles inside

Directory

Agency Vital Signs

6 Mindsets to Breath Oxygen Into Your People

HR Snapshot

OCI Administrative Action

From the Boardroom

Capitol Update

Annual Meeting Notice

From the President

Memos from Madison