Primary Agent - June 2010 - PA Edition by Insurance Agents & Brokers Service Group Inc

PENNSYLVANIA

IN THIS ISSUE ________________ Client newsletters make a splash 5 reasons to take the e-newsletter plunge Sink or swim: Company Satisfaction Index

Get Ready Pennsylvania. Here Comes ACUITY !

Interested in an agency appointment? Please contact Territory Director Steve Harris at 717.756.9983

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For All That Matters www.acuity.com

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Contents

PRIMARY AGENT MAGAZINE E-mail newsletters make a splash Duh nuh. Duh nuh. Duhnuh duhnuh duhnuh duhnuh. Nope, that’s not Jaws on the independent agent’s heels. It’s the direct market, aiming to sink its teeth into the independent agency system’s core business. Defend yourself by showing your value … through a client newsletter.

Page 12 Client newsletters: top five reasons to go digital Why should you swap your snail-mail newsletter with an e-mail version? Let us count the ways….

Page 16 Will you sing praises or the blues?

Whether you’re feelin’ groovy about your carriers or you can’t get no satisfaction, now is the time to sing it from the rooftops. IA&B’s biennial Company Satisfaction Index is open through July 30.

Page 18

In every issue

Mission Statement Primary Agent delivers ideas to help Insurance Agents & Brokers’ members negotiate their unique position as guardians of trust between insurance consumers and companies while facing the challenges of maintaining a small business. Primary Agent also supports IA&B’s mission to preserve and advocate the American Agency System.

4 5 6 8 9 10

Chair of the Board’s Message Member FAQ State News Preventing Errors & Omissions Glance at Events Coverage Corner

23 24 28 28 28

IA&B Partners Technology Update Advertisers Index Classified Ads Last & Least

Subscriptions: Non-member price: $2.25 per copy or $15 per year. All communications for publications, including news, features, advertising copy, cuts, etc., must reach the editor by 1st of month two months prior to publication. Advertising rates furnished upon request. Address inquiries to: Primary Agent Editor PO Box 2023 Mechanicsburg, PA 17055-0763 Phone (800) 998-9644 or (717) 795-9100 Fax (717) 795-8347 Periodical postage paid at Mechanicsburg, Pa. and additional entry post office. Postmaster: Send address changes to above address. Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2010-6) is published monthly by IA&B Service Group Inc., a subsidiary of IA&B.

Copyright 2010. All rights reserved. No material may be reproduced in whole or in part without written consent of the publisher. The information in this publication is general in nature and is not intended to serve as legal, accounting, financial, insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult with competent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before making any decisions and we disclaim any responsibility for any decisions or actions by readers. Statements of fact and opinion in Primary Agent are the responsibility of the authors alone and do not imply an opinion on the part of the officers or the members of the IA&B. Participation in IA&B events, activities and/or publications is available on a non-discriminatory basis and does not reflect IA&B endorsement of the products and/or services.

I used to think EMC was ju st for niche commercial programs. Then again, I used to think that chocolate milk came

from brown cows. MAKE EMC YOUR CHOICE FOR MAIN STREET BUSINESS When you think main street business, start thinking about the EMC Choice® Businessowners Program. Small and midsize businesses will enjoy the flexible coverage options designed to meet their specific insurance needs, the added value of free loss control services, plus the responsive service from an EMC branch office nearby. So if you still think EMC is just for niche programs, think again. Count on EMC ® for your main street commercial lines marketing, too. For more details, contact your local EMC branch office.

Valley Forge Service Office: 800.362.3620 | Home Office: Des Moines, IA

www.emcinsurance.com

Board of Directors Officers Kathleen M. Glattly, ChFC, CLU, CPCU Chair of the Board Factoryville, Pa. David Rosenkilde, CIC Vice Chair of the Board Reisterstown, Md. Robert J. “Buc” Cawley, AAI Immediate Past Chair of the Board Wexford, Pa.

Members Norman F. Basso, CPCU York, Pa. Vincent D. “Chip” Boylan Jr., CPCU Rockville, Md. Henry “Butch” Bradley, Jr. Crofton, Md. Timothy P. Burris Thompsontown, Pa. M. Scott Clemens, CIC, CPCU, CLU, ChFC Souderton, Pa. John T. “Chip” Colwell Jr., CIC Corry, Pa. G. Greg Gunn, CIC Lemoyne, Pa. Robert B. Hall, CPCU, CLU, ChFC, ARM, ARM-P West Chester, Pa. Diana M. Hornung-Momot, ACSR Wilmington, Del. Linda A. McCann, AAI, CPCU, CPIW Salisbury, Md. Michael F. McGroarty Sr. Pittsburgh, Pa. Scott C. Rogers, CPIA York, Pa. Susan A. Sallada, CIC** Ft. Washington, Pa. William D. Schneider, CPCU, ARM* Pittsburgh, Pa.

Kathleen Glattly CPCU, CLU, ChFC, AIM

Chair of the Board’s M

Summertime reflections Summer is just around the corner: Days are longer. Spirits are higher. And everyone’s scheduling a little time to relax. Understandably, the agency pace slows a bit during our long, lazy summer. This makes it an ideal time to sit back and reflect on ways to improve your agency operations and become more efficient. Maybe it is focusing on that intimidating technology project (social media, anyone?) or complying with those privacy rules that just will not go away. Or perhaps, it is creating an employee manual or instituting producer agreements. For all of these projects, and more, IA&B has resources to help. Start with a visit to www.iabgroup.com or a call to the association’s Member Service Center at (800) 998-9644 for assistance. Otherwise, flip through this issue of Primary Agent magazine for tools to enrich your client and carrier relations. The lead article showcases IA&B members’ access to a simple (not to mention discounted) client newsletter service. Then on page 18, you’ll learn how to participate in — and benefit from — the association’s 2010 Company Satisfaction Index. Yes, it is time again to unite our voices and let our carriers know how they are doing or what they need to be doing for you, their agency force! So take this magazine (along with a good book), find a shady spot outside, kick up your feet, and enjoy.

Robert A. Walbeck, CIC Homer City, Pa.

Until next time,

David B. Wasson Sr., CIC State College, Pa.

Kathleen

James M. Watkins* Dover, Del. King W. “Kip” White, LUTCF Fallston, Md. John S. Yasik, CIC Newark, Del. * IIABA National Director ** PIA National Director

[4]

Member FAQ QUESTION: Can a retired insurance producer continue to receive renewal commissions after the license has expired, if he or she was licensed at the time the

insurance was sold?

ANSWER: This actually depends on the state where the policies were sold. In Delaware and Pennsylvania, the law specifically allows renewal commissions to be paid to a person for selling, soliciting or negotiating insurance if the person was licensed at the time of the sale. The statutory references and relevant excerpts are as follows: DE: Title 18, Part I, Chapter 17 § 1714. Commissions

“(c) Renewal or deferred commissions may be paid to a person for selling, soliciting or negotiating insurance in this State if the person was required to be licensed under this chapter at the time of the sale, solicitation or negotiation and was so licensed at that time.” PA: Title 40 § 310.72 Payment of commissions. “Exception. - An insurance entity or licensee may pay: (1) a renewal or other deferred commission to a person that is not a licensee for selling, soliciting or negotiating a contract of insurance if the person was a licensee at the time of the sale, solicitation or negotiation;”

In Maryland however, this will only be allowed for Life and Health policies, but not in Property and Casualty. This provision forces retired P&C producers to maintain a license in order to be able to continue to collect renewal or deferred commissions. The relevant excerpt from the law follows: MD: Insurance Article, Title 10, Subtitle 1 § 10-130. Commission only to licensed insurance producer “(a) Except as otherwise provided in §§10-102 and 10-119 of this subtitle, a commission, fee, reward, rebate, or other consideration for selling, soliciting, or negotiating insurance may not be paid, directly or indirectly, to a person other than a licensed insurance producer. (b) Except as otherwise provided in this article, for life insurance or health insurance this section does not prohibit payment to or receipt by a person who formerly held a

license and, if the person acted on behalf of an insurer, an appointment of: (1) commissions on renewal premiums on existing policies; or (2) other deferred commissions.”

DO YOU HAVE A QUESTION? E-mail it to us at iab@iabgroup.com. Please use “Primary Agent FAQ” in the subject line of your message. You can also fax your question to (717) 795-8347. We look forward to answering your questions!

State News Primary Agent | June 2010

Red Flags Rule now in effect Ignoring the Red Flags Rule means risking costly penalties. FTC enforcement began June 1, so agencies must act quickly to determine if they are affected.

FTC’s broad language opens up legal challenges The American Bar Association (ABA) won a legal challenge that argued lawyers were not “creditors” and therefore did not have to comply with the Red Flags Rule. This litigation prompted the American Institute of Certified Public Accountants (AICPA) to file a challenge.

Insurance agencies typically should not fall within the scope of the Red Flags Rule. However, some may qualify based on their circumstances and/or business decisions. Members are encouraged to visit the IA&B Web site (see link below) and determine if they will be impacted.

As this issue of Primary Agent went to print, the FTC appealed the ABA decision, and the AICPA suit was put on hold until the appeal is heard. IA&B will continue to monitor the outcome of these cases – and the implications for insurance agents.

Reminder: Even if the Red Flags Rule doesn’t apply to your agency, other privacy regulations do apply and cover many of the same elements. For example, development of a written information security program. Read more: www.iabgroup.com/pa/red_flags.html

WELCOME

New Members Unique Insurance Concepts Associates Inc. Kutztown, Pa. Bailey-Enterprises Insurance Pottstown, Pa. Reisinger Insurance Inc. New Bloomfield, Pa. CSI & Associates Inc. Dalton, Pa. Davevic Benefit Consultants Inc. Grove City, Pa. [6]

Get outta town: Ohio’s WC statute for non-resident employers

Gambling with raffles and other compliance violations

Reminder: Pennsylvania employers who conduct incidental business in Ohio may need to rethink their workers’ compensation (WC) coverage.

Agents walk a fine line when offering incentives to quote an insurance policy. Raffles, contests and drawings may seem innocuous, but some of these creative pitches are misdemeanor offenses prohibited by law.

A September 2008 change in Ohio’s WC law removed out-of-state employers’ exemption for temporary workers (working fewer than 90 days). That means that Pennsylvania employers could be found in violation of the statute if they don’t carry Ohio WC insurance. To further complicate the issue, Ohio is a monopolistic state, and coverage isn’t available through item 3.A or 3.C of the insurance policy. IA&B’s Web resource details employers’ options. Read more: www.iabgroup.com/pa/wc/oh.html Learn more about WC from Jerry Milton IA&B teamed up with the renowned Jerry M. Milton, CIC, to produce state-specific seminars that cover what you and your staff really need to know about Workers’ Comp. Think: experience rating, classification and rating, and state and federal laws. Registration is open for eight locations throughout Delaware, Maryland and Pennsylvania. Seminars begin in late August.

Rebating is one of the most common compliance violations seen by the Pennsylvania Insurance Department — and one of the 10 highlighted in IA&B’s Compliance Pitfalls: How to Avoid Costly Fines & Penalties seminar. The workshop covers top violations and — more importantly — how to prevent fines and loss of license. Seminars run late July through mid August at locations throughout Pennsylvania. Attendance garners 4 CE credits. Read more on rebating: www.iabgroup.com/pa/rebating.html Register for the seminar: www.iabgroup.com/complianceseminars

Read more: www.iabgroup.com/education/ sp_work_comp.html

[7]

MAP recap: Members plot IA&B’s direction It’s a wrap for the spring MAPs. Dozens of IA&B members participated in recent Pennsylvania Member Agent Panel (MAP) meetings — venues for members to share industry issues and shape the association’s priorities. This meeting series focused on day-to-day operational issues that distract agents from selling and serving customers … and how IA&B can assist. The IA&B Board of Directors now will review MAP feedback and discuss its impact on the association’s strategic direction. The semi-annual MAP meetings are held at nine locations throughout Pennsylvania. Participating members serve two-year terms. Learn more: www.iabgroup.com/maps.asp

Preventing Primary Agent | June 2010

ERRORS AND OMISSIONS

CLAIMS-MADE POLICIES: DO YOU AND YOUR CLIENTS UNDERSTAND RETRO DATES? PAUL E. WALTERS Paul E. Walters is claims manager for Utica Mutual Insurance Company in Utica, N.Y. Insurance Agents & Brokers Service Group Inc. is the exclusive agent for the Utica E&O program in Delaware, Maryland and Pennsylvania. For questions regarding this article or your Errors & Omissions coverage, contact IA&B at (800) 998-9644 or by e-mail at iab@iabgroup.com.

There are a number of risks which, because of the nature of their business, are placed into a claims-made policy instead of a traditional occurrence policy. Many Professional Liability policies – including Errors & Omissions policies – are written on a claims-made basis. Some types of manufacturing risks are also written on a claimsmade policy, so an underwriter has a better feel for a risk from year to year. Retro dates are an important consideration when a claimsmade policy is written. We have seen claims where it was apparent that neither the agent nor the claimant understood retro dates, and claims against the agent followed. Two key trigger points in any claims-made policy are the “wrongful act” date and the date the claim is made. A claims-made policy only covers claims made during the policy period, which includes an extended reporting period if the policy is terminated. That concept is easy to follow – although

there are some provisions for an insured to lock in a date a claim is made by reporting facts or circumstances that could result in a claim to the carrier during the policy period. Have a working knowledge A “wrongful act” is a defined term in a claims-made policy. It is the act, error or omission an insured commits that ultimately gives rise to a claim. For a professional, using a doctor as an example, that would be the date the doctor misdiagnoses a patient’s malady or the date the doctor errs while performing surgery. For a manufacturer, the wrongful act date would be when a defective product was manufactured. Retro dates on a claims-made policy are directly tied into wrongful act dates. If a risk has a retroactive date listed on the policy, there is no coverage for any wrongful act that occurred prior to the retro date. If the policy states [8]

“none” for a retro date, all prior wrongful acts are covered – no matter when they occurred. Ideally (and if possible), a client with a claims-made policy should have no retro date listed. Yet that is not always possible, and the decision to accept a risk with no retro date rests with the underwriter. If a client has policy with a retro date listed, the agent must make the client aware of the meaning and significance of it. If an agent moves a client from one claims-made policy to another and the newer policy has a retro date that is the same as the inception date of the newer policy, the agent should advise the client of the change in retro dates and tell them that a “tail” can be purchased from the old carrier (which had an earlier retro date) to cover themselves if claims arise from earlier wrongful acts. “Tail” coverage can be purchased anywhere from one year up to 10 years from a prior carrier.

If an agent does not have a working knowledge of the basic rules of wrongful act dates, retro dates and “tail” coverage, mistakes will occur and claims will be made. The claim against the agent was settled for … For example, an agent switched claimsmade carriers for a saw manufacturer. The old claims-made policy had a three-year retro date (to three years back from the inception date), while the new policy only had a one-year retro date. The agent thought a oneyear retro was better than a three-year retro and never discussed with the client the option of purchasing a “tail” from the prior carrier. The client was sued by a man (during the new policy term) who was severely injured while using a saw, rendering his dominant arm useless. The saw was manufactured two years prior to the new policy’s inception date. The new

carrier disclaimed coverage because the wrongful act date was prior to the one-year retro date. The old carrier denied coverage because the claim was not made within the policy term. The client sued the agent. The claim against the agent was settled for $335,000. Another example is a case where the agent’s client was an engineering firm. The agent switched carriers from a policy that had no retro date to a policy that had a seven-year retro date. The firm had worked on a silo that collapsed, and the agent was aware of the collapse, which occurred eight years after the silo had been worked on by the client. During the term of the old claims-made policy, the client conferred with the agent and they decided, because no claim had been made at that time, not to report the potential loss to the old carrier. When a claim was made during the term with the new carrier, the loss was

reported to that carrier, which denied coverage because the wrongful act occurred before the seven-year retro date. The client paid $300,000 to settle the claim against them and sued the agent, alleging the agent knew when the silo had been worked on by the client – and that the agent should have reported the loss as a potential claim to the old carrier during that policy term or obtained an earlier retro date with the new carrier. The case against the agent was settled for $135,000. Discuss and understand An agent selling claims-made policies unaware of the ramifications of retro dates and not discussing those issues with the client when coverage is being procured is inviting a lawsuit. Protect the agency’s interests by fully discussing and fully understanding the importance of retro dates with your clients.

Glance at Events J U N E

C A L E N D A R

Date

Topic

Location

1-3

P&C Licensing Study Course

Monroeville, Pa.

CISR-Commercial Property

Reading, Pa.

CISR-Commercial Property

Wilkes-Barre, Pa.

CISR-Commercial Property

Kennett Square, Pa.

8-10

P&C Licensing Study Course

Mechanicsburg, Pa.

L&H Licensing Study Course

Philadelphia, Pa.

CISR-Commercial Property

Hagerstown, Md.

CISR-Commercial Property

State College, Pa.

CISR-Commercial Property

Macungie, Pa.

16-18

James K. Ruble Graduate Seminar

Annapolis, Md.

CISR-Commercial Property

Timonium, Md.

William T. Hold Seminar

Kennett Square, Pa.

CISR-Agency Operations

Allentown, Pa.

CISR-Agency Operations

Mechanicsburg, Pa.

CISR-Commercial Property

Monroeville, Pa.

28-7/1

CIC-Agency Management

Lancaster, Pa.

Coverage Primary Agent | June 2010

CORNER

“LOSS” VS. “CAUSE OF LOSS”

JERRY MILTON, CIC Jerry M. Milton teaches and consults on industry issues. The legal profession recognizes him as an expert on insurance coverages. He is also the education consultant for IA&B, working with CISR, CIC and continuing education programs.

Following the destructive hurricane seasons of 2004 and 2005, building materials were in short supply. This was caused not only by the repairing and rebuilding of the storm damage along the Gulf Coast, but also by the housing boom. To fill this gap in building materials, distributors looked overseas. Enter “Chinese drywall” – a product we’re now all too familiar with. About 500 million pounds of this drywall were imported into the United States between 2004 and 2007. Most of this drywall has been traced to Chinese subsidiaries of German Manufacturer Knauf Plasterboard Tianjin Co., Ltd. This tainted drywall was used throughout the United States, but mainly along the Gulf Coast. We now know this product emits elevated levels of sulfur and strontium, which cause corrosion in copper pipes, heating and air conditioning units and electrical wiring. And, in many

cases it has caused the occupants to become ill. Families and building owners are now facing devastating and costly consequences. In order to remediate their homes and buildings containing this drywall, all interior walls must be stripped and all piping, wiring and heating and cooling systems replaced. Thousands of liability claims have been filed against the distributors, importers and the Chinese manufacturers of this defective building product. Most of these claims have been filed in Louisiana, Mississippi, Alabama, Florida and Virginia. In a recent interview Sen. Bill Nelson (DFla.) stated that the Chinese government was going to be held responsible for these damages and that he expected them to pay. Good luck, Senator! In June 2009 a Louisiana couple, Simon and Rebecca Finger, filed a claim under their Homeowners’ policy [ 10 ]

with Audubon Insurance Company, a subsidiary of American International Group, Inc. for the damage to their home caused by Chinese drywall. Audubon denied the claim, citing three exclusions – pollution and contamination, gradual or sudden loss, and faulty, inadequate or defective planning. Late last year, the Fingers filed for and were denied summary judgment by Judge Lloyd Medley of the Orleans Parish Civil District Court. At that time Audubon withdrew the use of the pollution exclusion as a reason to deny coverage. However, Judge Medley addressed it anyway, saying the exclusion was never meant to apply to homeowners’ claims for damages caused by faulty building materials unless some type of environmental damage occurred. In March 2010 Judge Medley struck down Audubon’s defense that certain policy exclusions apply to the

Fingers’ claim. Judge Medley stated the gradual or sudden loss exclusion (latent defect exclusion) does not apply because, in this case, the rust and other corrosion “is the loss, not the cause of the loss.” The judge further stated that the exclusion “is not designed to preclude coverage when the rust or corrosion is the damage itself.” Audubon and AIG have declined to comment on this ruling, but they are expected to appeal. In July 2006 the Insurance Services Office (ISO) introduced a new Commercial Property endorsement – Exclusion Of Loss Due To Virus Or Bacteria (CP 01 40). In the 2010 revision of the Businessowners’ Policy (BOP), ISO added a new exclusion – Virus or Bacteria. The CP endorsement and the BOP exclusion both say the same thing. We will not pay for loss or damage caused by or resulting from any virus, bacterium or other microorganism that induces or is capable of inducing physical distress, illness or disease. I don’t know about you, but this sounds like fancy talk for “Chinese drywall” to me. What about the Homeowners’ policy? I don’t have a crystal ball, but I certainly expect our insurers to address this issue through the introduction of new exclusion endorsements for the Homeowners’ policy. Y’all take care!

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MARKETING

E-mail newsletters make a splash How IA&B members can safeguard accounts from lurking direct writers

Duh nuh. Duh nuh. Duhnuh duhnuh duhnuh duhnuh. Nope, that’s not Jaws on the independent agent’s heels. It’s the direct market, aiming to sink its teeth into the independent agency system’s core business.

Primary Agent | June 2010

ow can you defend yourself from direct writers? You can show your value by asserting your expertise, educating clients and touting your customer service … all of which can be accomplished with a client newsletter.

A newsletter is an additional touchpoint with clients. A way to stay top-of-mind with your customers who are bombarded by advertisements touting the direct market. And it solidifies the relationship between you and your clients by showcasing the personal connection that direct writers lack.

Wish list comes true You talked. IA&B listened. At the association’s spring 2009 Member Agent Panels, members indicated interest in client newsletters — as well as a lack of time to research a vendor and create a newsletter. So IA&B did the dirty work, seeking out and comparing vendors, investigating ease of product use and even negotiating discounted rates for IA&B members. The end result? IA&B partnered with Foresight Publishing, a 10-year-old marketing and communication company founded by an insurance agent. The partnership gives IA&B members discounted access to an e-mail newsletter service (as well as print newsletters, Web feeds and content subscriptions).

From the masthead to the welcome message to the articles, each component of the e-mail newsletter can be customized.

Features of the e-mail newsletter service include: w Fast and easy set up, w Customizable templates, w Availability of professionally written content, w Simple mailing list management and w Real-time reporting. The following pages detail the service’s bells and whistles. Read on, and then log on to www.iabgroup.com/enews to check it out for yourself. To put it simply, it’s never been easier for IA&B members to communicate with their clients.

Customization’s a cinch Independent agencies aren’t cookie cutter. Your specialties and services are unique. So your e-mail newsletter should be, too.

The reporting feature allows

A winning feature of Foresight Publishing’s product is the ability to personalize your e-mail newsletter … without

from open rates and forwards

agencies to track everything

to bounces and unsubscribes.

[ 13 ]

MARKETING

It’s never been easier for IA&B members to communicate with their clients. Get started by visiting www.iabgroup.com/enews.

and mortgage/real estate. Once you select one, a newsletter template is generated automatically with three relevant articles. From there, the possibilities are endless. You can edit the provided articles — perhaps to include a quote, mention a particular product or highlight a local connection. Or you can swap them out for others in the 2,300+ article library. (Not to worry: The library can be searched by category or keyword.) Or, if you’re so inclined, you also can replace them with your own, personally written articles.

Design requiring tons of time in front of your computer. Customization takes on two forms – content and design.

Content Each e-mail newsletter begins with a choice among six overarching themes – employee benefits, personal lines P/C, individual life & health, commercial lines P/C, individual life & health (senior)

No need to bust the budget for a graphic designer. If you can click a mouse, you can design your e-mail newsletter. The e-mail newsletter service has nine mastheads from which to choose, plus the ability to upload an agency’s branded masthead. You can also upload your logo and photo and then choose among six template designs that dictate arrangement of the logo, photo and articles.

Reports provide inside edge

Tip: Learn the ropes Short online tutorials explain how to set up and edit your first e-mail newsletter and how to upload e-mails to your mailing list.

Ever wish you could be a fly on the wall? Now you can be — virtually, that is — when clients receive your e-mail newsletter. Beyond serving as an additional touchpoint with customers, the service boasts a slick reporting mechanism that

[ 14 ]

helps you make the most out of the transmission. You can track bounced e-mails, unsubscribed e-mail addresses, opened e-mails and forwarded e-mails. For bounces, the report shows which e-mail addresses failed and why. The reporting feature also tracks recipients who unsubscribe and removes their addresses from future mailings. You can also view how many and which recipients opened

Tip: Get virtual digits Don’t have every client’s e-mail address? Request them with renewals. Or host an interoffice competition or offer incentives for staff to collect them.

the e-mail, as well as those who clicked through to read articles in their entirety. Finally, you can access the recipient e-mail addresses and messages from the “forward to a friend” feature. This insider knowledge sheds light on customers’ interests and needs, as well as prospects.

Benefits abound There’s not much for agencies to lose: Costs and the time requirement are negligible. On the flipside, there is much to gain.

Primary Agent | June 2010

E-mail marketing regulations

Tip: Make it personal Send e-mail newsletters from the agency — or from individual producers. Your online account can manage multiple mailing lists and newsletters.

If your e-mail newsletter is simply an information piece (i.e. alerting clients to risks and coverages), have no fear. Your business relationship permits the communication.

You can educate clients, reduce your E&O exposure and promote your products and services. And, perhaps most important of all, an e-mail newsletter positions you in the forefront of customers’ minds – right where you need to be as the direct market circles for fresh meat.

However, adding sales and marketing content subjects you to CAN SPAM Act requirements. Learn how to comply by visiting www.iabgroup.com/enews.

Tri-State General Insurance Agency 1-800-556-7894

Child Care & Nursery School Property/Casualty Underwriter

x x x x x x x x

Beverly Pusey x 230 BPusey@tsgia.com

Professional Liability at no additional charge Child Molestation & Abuse with no deductible Employees, including Directors, as insureds under molestation and abuse coverage Defense cost reimbursement for molestation and abuse coverage for facility owner Non Owned and Hired Auto Coverages Coverage for children with special needs or ‘dropin’ centers Coverage for facilities with pets and field trips Value Plus Endorsement for special property form including signs, money, employee dishonesty etc. Coverage for extended hour and overnight child care facilities

Business Auto Underwriter

Sheri Nelson x237 SNelson@tsgia.com

We write More than “Trucking” - Visit us at www.tsgia.com

Maryland * Pennsylvania * Delaware * DC * Virginia * New Jersey

MARKETING

Client newsletters: top five reasons to go digital What’s more, if an urgent need arises, the message can be delivered much quicker through an e-mail. 3. Results: Sending off a snail-mail newsletter requires a leap of faith that it arrives, is opened, is read…. E-mail newsletters are trackable. A postdelivery report details open rates, forwards, bounces and unsubscribes. That’s a wealth of information to help agents hone in on customers’ interests and needs – and even prospects. 4. Competition: Ignorance may be bliss, but it won’t slow down the competition. Direct writers, not to mention other agencies, spend a boatload on marketing — much of it online. An e-mail newsletter gives an independent agency an online presence and an opportunity to stay in front of customers, who are being bombarded with competitors’ messages.

Why should you swap your snail-mail newsletter with an e-mail version? Let us count the ways…. 1. Cost: Money talks — especially in a small independent agency, where cash flow must be monitored to a tee.

5. Effectiveness: E-mail delivers more bang for less buck.

A print newsletter comes with a lot of excess baggage: printer and paper costs, design fees and postage top the list. On the other hand, an e-mail newsletter nixes all of those expenses.

In 2009, the Direct Marketing Association studied the effectiveness of e-mail versus snail mail. The former outperformed the latter. An e-mail delivers the interactivity and convenience a print newsletter cannot.

2. Time: A relative of No. 1, time is money. Every hour a staffer spends working with vendors and coordinating a mailing is an hour lost from customer service, sales and other necessary tasks.

IA&B members have access to a discounted e-newsletter service. Learn more on page 12 and at www.iabgroup.com/enews.

An e-mail newsletter eliminates the printer, designer and post office. Instead, with a few clicks of the mouse, the communication is prepped and ready to go.

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Call for info 877-390-7475 Visit us online www.absolute-risk.com

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Environmental Q Q Q Q Q

Remediation Landlord/Property Development Engineering Municipal Industrial

We’re looking for strong partners. Find out how to do business with us, it’s easy.

..................................... Visit us online at www.absolute-risk.com and click on the “Become an ARP Producer” tab. Or contact Tim O’Brien at tjobrien@absolute-risk.com, or by phone at 877-390-7475 x128.

Help is on the Way….

ASSOCIATION AT WORK

Will you sing praises or the blues? 2010 Company Satisfaction Index

Primary Agent | June 2010

W W

hen Jim Curran’s staff meets with prospects, carrier talk typically ensues.

How does this company’s pricing compare? How’s the claims department to deal with? What’s the company’s reputation? That’s where IA&B’s Company Satisfaction Index (CSI) comes into play. The Curran Financial Group staff explains its rationale and then touts the survey results as proof. The CSI is rapidly gaining acceptance as a gauge of carrier performance. And agency staff, consumers and, of course, companies are benefiting. “It’s all about leveraging IA&B members’ combined experiences for the good of the industry,” says Kathleen Glattly, IA&B Service Group chairwoman.

Results strike a chord The CSI is a biennial survey of IA&B members. The results showcase agency staff’s collective experiences in everything from products and underwriting to claims and technology.

Save the dates Who: IA&B member-agency personnel What: 2010 Company Satisfaction Index Where: www.iabgroup.com When: Tuesday, June 1 – Friday July 30

“It’s a vehicle to share experiences that will be seen by a larger audience and to get corrective action,” says Curran, “and it provides positive feedback to carriers on their programs’ effectiveness.”

There are tangible benefits for agencies — comparing carrier relationships with those of their peers and benchmarking companies before accepting appointments.

The overriding goal of the CSI is to improve carrier performance. Beyond that, there are tangible benefits for agencies – comparing carrier relationships with those of their peers and benchmarking companies before accepting appointments. And from a global perspective, the results are vital to IA&B’s dialogues with carriers.

Curious how your companies fared? Complete results from past CSIs are available on IA&B’s Web site. Visit iabgroup.com and choose “Carrier

Carriers face the music — and praise IA&B launched its first CSI in 2004, and participation has grown substantially: Over 500 members took part in 2008. That’s a 56 percent increase from 2006. And for a nonscientific survey, the greater participation, the more credible the results.

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Relationships” from the menu bar.

ASSOCIATION AT WORK

“Momentum is growing — in member participation and company reception,” says Glattly.

Will you change your tune? IA&B members rated 70 personal lines and 71 commercial lines carriers in 2008. At least 10 responses were required to include a carrier in the final results: Products, pricing & underwriting Commercial lines respondents were most pleased with their underwriter’s sufficient knowledge and training. In personal and commercial lines, respondents were least satisfied with pricing. Policy service & claims Respondents were most satisfied with their carriers in this category. Personal lines respondents were particularly pleased with carriers’ accurate and prompt policy issuance. Commercial lines respondents were most satisfied with carriers’ payment plans.

Curran sees it in his meetings with company representatives. “CSI results are shared in company’s print materials and agency visits,” he offers. “Carriers are using the outcomes as a marketing tool.”

“Everyone’s busy, but the few minutes needed to complete the CSI will go a long way toward bettering agency-carrier relationships,” says Glattly. Look for results to be mailed with the December 2010 Primary Agent magazine and posted on iabgroup.com.

Survey clear as a bell Participation is simple. An online survey prompts agency personnel to rate their top three (or more, if they are willing) carriers on a series of statements. A rank of 1 indicates satisfaction, while 4 denotes dissatisfaction. Categories include: w products, pricing and underwriting, w policy service and claims, w agency/company relationship and

Agency/company relationship Personal and commercial respondents were most satisfied with companies’ stability and least with assistance in hiring, perpetuation and growth.

unique and valuable to the survey, so all agency personnel are invited to participate.

w technology.

Goodville Mutual New Holland, Pa.

“Completing the survey is generally simple and requires minimal time,” explains Curran. Since the survey is housed online, participants can save their progress and return when it’s convenient.

Technology As in previous years, this category garnered the greatest degree of dissatisfaction from respondents, who registered the most discontent with their ability to offer input on carriers’ technology planning.

How to chime in The 2010 survey will be available on iabgroup.com between Tuesday, June 1 and Friday, July 30. Each staff person’s carrier experiences are

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Partnering with the finest independent agents for over 80 years Contact Fred Macy, CPCU fred.macy@goodville.com 800-448-4622 goodville.com

IMPROVING YOUR CARRIER RELATIONSHIPS

PARTICIPATE IN THE 2010 COMPANY SATISFACTION INDEX (CSI) TO MAKE IT

That’s how we deliver distinction.

THE BEST COMPANY BENCHMARK AVAILABLE. The 2010 CSI survey (coming this summer) provides the foundation for a powerful tool that allows IA&B members to compare carriers and carrier experiences with other agents and to select new carriers. The tool, developed by IA&B exclusively for members, gives you key information about your current and future companies. Your participation makes this benchmarking tool possible. Look for participation instructions in IA&B’s Agent Headlines, and watch for the survey results in October 2010. Insurance Agents & Brokers. Driving members to distinction. FOR MORE INFORMATION ON THE IA&B COMPANY SATISFACTION INDEX SURVEY, VISIT IABGROUP.COM OR CALL THE IA&B MEMBER SERVICE CENTER AT (800) 998-9644.

Driving members to distinction

Platinum Profile Insurance Agents & Brokers proudly recognizes Berkley Mid-Atlantic Group, LLC as one of its Platinum Partners. IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

FEATURED PARTNER Berkley Mid-Atlantic Group, LLC

PRESIDENT & CHIEF EXECUTIVE OFFICER Kevin W. Nattrass

COMPANY LOCATIONS Home Office, Glen Allen, VA PA/OH Region, Harrisburg & Erie, PA Capital Region, Glen Allen, VA Carolinas Region, Charlotte, NC 1-800-283-1153

A.M. BEST RATING “A+” (Superior)

WEB SITE www.wrbmag.com

Pictured from left to right is Eric Lange, PA & OH Region RVP; Marianne Morosko, Vice President Regional Underwriting PA & OH Region; Bill Yount, Capital Region RVP and Kevin Nattrass, President and Chief Executive Officer.

erkley Mid-Atlantic Group, LLC (BMAG) is a regional commercial property and casualty carrier organized into three full-service territories with local claim, underwriting and risk management teams located close to its customers and policyholders. BMAG’s policies are issued exclusively through independent agents serving clients throughout the Mid-Atlantic Region, including Delaware, Maryland, North Carolina, Ohio, Pennsylvania, South Carolina, Virginia and Washington, D.C. BMAG is a member company of W. R. Berkley Corporation, an insurance holding company founded in 1967 that is among the largest commercial lines writers in the United States.

BMAG takes a generalist approach to underwriting, with a focus on middle market commercial accounts within the Service, Manufacturing, Retail, Construction, Wholesale and Finance industries. Additionally, with its Marine and Select Market divisions, BMAG offers niche-oriented coverages for transportation, schools, social services and public entity organizations. Our business approach is predicated on sound, disciplined underwriting practices, always “doing the right thing” for our agents and policyholders and is further exemplified in our core values of Trust, Integrity, Agility, and Excellence. We are committed to “Insuring the Future of Business” through our Independent Agency relationships.

Listed below are those companies that strongly support the independent agency system and Insurance Agents & Brokers. Thank you for your continued sponsorship.

WHAT IS IA&B PARTNERS? The IA&B Partners program gives company and allied businesses the opportunity to demonstrate their commitment of support to independent agents and receive maximum market exposure. As an IA&B Partner, you will also realize the benefits of IA&B membership to help you succeed in the insurance industry.

DO YOU SEE YOUR NAME?

PLATINUM LEVEL

BRONZE LEVEL

ACUITY Berkley Mid-Atlantic Group Erie Insurance Group Harleysville Insurance Insurance Agents & Brokers Service Group Inc Millers Mutual Group Millville Mutual Insurance Co Mutual Benefit Group Penn National Insurance Selective Swiss Re The Main Street America Group Travelers Utica National Insurance Group

AAA Insurance Agency Insurance Company Allied Insurance Auto-Owners Insurance Company Briar Creek Mutual Insurance Company Builders Insurance Group Capitol Insurance Company Chubb Group of Insurance Companies Companion Property & Casualty Group Countryway Insurance Company Encompass Insurance First General Services Foremost Insurance Group Friends Cove Mutual Ins Company Goodville Mutual Casualty Company Grange Insurance Companies Hanover Fire & Casualty Insurance Company Insurance Alliance of Central PA Inc Insurance Placement Facility of PA Keystone Insurers Group Inc Lebanon Mutual Insurance Company Mercer Insurance Group Merchants Insurance Group Mercury Casualty Penn Millers Insurance Company Penn Prime Municipal Insurance PMSLIC Insurance Company Reamstown Mutual Insurance Company Rhoads & Sinon LLP Rockwood Casualty Insurance State Auto Mutual Insurance Company TAPCO Underwriters Inc The Brethren Mutual Insurance Company The Mutual Service Office Inc The Philadelphia Insurance Companies Tuscarora Wayne Insurance Company UPAC Insurance Finance

GOLD LEVEL Ohio Casualty Progressive

To become an IA&B Partner,

SILVER LEVEL

choose the sponsorship

Aegis Security Insurance Co American Mining Insurance Co Cumberland Insurance Group Donegal Insurance Group Frederick Mutual Insurance Co Harford Mutual Insurance Co Juniata Mutual Insurance Co MMG Insurance Company Private Client Group PSBA Insurance Trust The Motorists Insurance Group Westfield Insurance Zenith Insurance

package that matches your commitment of support. Contact the Member Sales Center at (800) 998-9644, (717) 795-9100 or visit us online at www.iabgroup.com to get started.

Primary Agent June 2010

Primary Agent | June 2010

Technology U P DATE

SOCIAL NETWORKING’S VALUE TO INSURANCE AGENTS AND BROKERS – MAKING THE CASE RICK MORGAN Rick Morgan is a consultant with four decades of experience in innovative technology, marketing and publishing in the independent agency system. He chairs ACT’s Social Web Work Group. rickjmiv@gmail.com;

The growing popularity of social networking has attracted the attention of agencies, brokers and carriers that believe these platforms open up new business opportunities. They are discovering its value as an essential tool for communication, customer engagement, lead generation, immediate customer

contact, customer service, customer interaction and relationship building. There are a couple of key factors driving this trend. First, there has been a rapid rise in the popularity of social networking. Insurance customers continue to migrate online and adopt social networking, and growing

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numbers of customers turn to the Web to research and buy insurance. Secondly, there is now a “Main Street” acceptance of social networking as a powerful, persuasive tool. Regardless of political affiliation, one only needs to study the role that social networking played in the Obama campaign to

understand the power of social networking and influence it is having on our society. Social networking is not new – only the tools are For many, social networking seems complicated, mysterious, intimidating and even a bit scary. While the social Web is a “hot” topic, it is not new. Many of the social activities on the social networks are no different than the real-life activities we have engaged in most of our lives. If you have ever asked or given advice, given or received a recommendation, shared an experience, collaborated on a project, or interacted with a group, you have participated in social networking. So, what is social networking? Think of it as a virtual community where people with common interests can gather and connect, to share stories, ideas, thoughts and opinions. Social networking is similar to a cocktail reception without constraints of time or space. Marketing transformed “Soon, being the loudest and broadest messenger in a medium consumers don’t trust simply won’t count as much as being the most authentic, available and accessible brand in the media consumers do.” – Experience: The Blog by Augie Ray The business of being an insurance agent or broker relies on building trusted relationships. The era of mass marketing was a threatening time for insurance agents. The impersonal era of “big” everything – mass mailings, cold calling and blast email – all had the effect of disenfranchising the independent agent and broker. They had a hard time standing out, differentiating themselves and competing in a marketing world filled with clutter. There has been a transformation and societal shift. Consumers have had it with the impersonal “push” marketing of yesterday. Spam filters, do-not-call lists, DVRs and the like give the public the power to say, “I have had enough.”

Social networking is fostering fundamental changes in the way people communicate, gather information, form opinions and build relationships. It is all about listening, building community, engaging in a conversation, sharing an experience, being transparent, being engaging and interesting and adding value. In short, social networking is all about building and strengthening relationships. This is encouraging news for independent agents and brokers. The meteoric rise of tools like Facebook, LinkedIn and Twitter are all telling us that customers want to do business with people whom they feel like they know and trust. This should be reason enough for agents and brokers to get in the game and implement a social networking strategy. Further, support for the role social networking plays in facilitating trusted relationships and the importance of those relationships in consumer behavior can be found in the Nielsen Global Online Consumer Survey. Social networks offer more substance and value than the familiar “what are you doing” status updates. Building and maintaining relationships is core to sales. Promoting organic messages and monitoring customer trends are part of an agency’s overall marketing effort, and social networks serve a variety of public relations functions. Here are some practical agent-inspired examples. 1. Provide the forum for discussion of social and family issues. Agents should use their blogs, Facebook, Twitter and LinkedIn to start and facilitate discussion to enable customers to engage in dialogues around important and relevant social and family issues. Founders Group Insurance uses their Blog and Twitter to engage their followers in both cultural and insurance-related topics. http://foundersgrp.wordpress.com/

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2. Help customers through with disaster preparedness and disaster recovery. Agents can use social networks to respond and help customers involved in catastrophes like floods, tornadoes and hurricanes with a wealth of helpful information. Nibby Priest, an agent in Henderson, Ky., used Facebook and Twitter to communicate with customers during an ice storm. Claims were actually submitted over Facebook. http://blog.govaughn.com/ 3. Educate customers on insurance and allow them to share feedback. Agent Dennis Volz uses his San Diego Insurance Blog to help customers and prospects understand the world of insurance. http://dennisinsurance.blogspot.com/ 4. Develop communities for targeting customer segments. Irwin Siegel Agency is a provider of insurance and risk management solutions to the social services field and uses social networking to help generate interest with target customer segments. http://www.siegelagency.com/default.htm 5. Enhance your brand and marketing message. Social networking provides a wonderful opportunity to reach new audiences. Rick Dinger of Creseda Valley Insurance has used YouTube and Facebook to attract a new audience. http://www.youtube.com/watch?v=BU6Jr Rrsyk0; http://cvins.com/ 6. Create a virtual presence. Atlanta Insurance Live has used the social Web to create a virtual agency and has made very effective use of video to help educate his audience on insurance topics. http://www.atlantainsurancelive.com/ Your agency has phones on your desk and e-mail on your computer to allow people to communicate with you. Social networking is simply a new tool for the

communication you and your staff have always done. These agencies are also finding that when they link their Web sites and their social networking sites, it greatly improves their positioning on search engines. Getting started – creating a plan There are an infinite number of online networks available. Listed below are a few that can assist you in getting started in your social networking journey. It’s not enough for a Web site to be a static brochure anymore. Your customers want to do things, find things, share things and participate in things. Invest in making your Web site a resource and destination for people and a conduit to information and interaction with you. Blogs A blog is a Web site with regular entries of commentary, news, opinion or other material such as links, photographs or video. Unlike traditional and typically “static” Web sites, a blog enriched or “blog forward” site can easily be kept current and relevant. A blog can add a level of credibility and a sense of accessibility to an agency brand. Blogs should be a mix of information. They can be used to explain products and services, promote an agencysponsored team or event, as well as offer opinion or topics of general interest. Blogs posted with valuable and relevant content are an essential aspect of a successful social networking strategy. Facebook Facebook can be a great way to connect with your customers. Facebook’s popularity means that many of your prospects and customers already use Facebook to keep in touch not only with family and friends but also companies. With over 400 million active users, having a presence on Facebook is a core component to any social Web strategy. Perhaps knowing that the largest demographic on Facebook is 35- to 50year-olds and that one of the fastest growing groups is women over 55 will help provide a level of comfort.

Creating a business “fan” page is free, easy and a positive way to communicate with “fans.” http://www.facebook.com

strategy, implementing and participating in your company’s social networking initiative.

LinkedIn LinkedIn is a social network for business professionals. Members create detailed personal profiles much like a resume. LinkedIn also offers online groups for individuals who share common interests and goals. Participation in these groups through discussion forums can serve as a means to deliver news about your products and services. http://www.linkedin.com

The value you gain from social networking will not only affect the way you communicate with your customers, but it can also change the way you advertise, provide service, manage relationships and perhaps even how you sell products.

Twitter Twitter asks the question, “What are you doing?” Your followers will be able to view your messages or tweets on their screen instantly in real time. Agencies can tweet company announcements, ask for feedback, answer customer questions or share relevant Web page links. http://business.twitter.com/twitter101, http://twitter.com YouTube Yes, even video should be considered when determining your social Web strategy. Video is becoming a very effective way to deliver your message. http://www.youtube.com/ Managing your social Web presence Like any business initiative, good management is key to long-term success. Social networking is no different. When you purchased your first agency automation system, success depended on re-thinking how your business would be run and putting a team in place that possessed the skills necessary to leverage the new technology. As underscored above, social networking is more than just a marketing tool. Sales, customer service, support, claims and risk management can all benefit from a comprehensive social networking strategy. To that end, it is prudent to engage people from all agency disciplines (including management, customer service, legal, IT) in the process of planning, creating

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Summary Social networking is quickly evolving, and the issues which seem most pressing today will most likely be replaced by new ones in the future. It is important to remember that it is the sociology not the technology that is key. Therefore, while the technology will change, it is the societal transformations that represent the lasting trends and the challenges for our profession. There are a myriad of conversations taking place on the Web, and our industry (and perhaps even your agency) is more than likely being discussed. Social networking provides agencies and brokers with an opportunity to be an active and trusted participant in that dialogue. Being a company that people trust and want to interact with is undeniably good for business. There are no hard and fast rules for organizations wishing to use social networking. And yet, openness and transparency are key elements – with the end goal of building and strengthening trusted relationships. Social networking isn’t about you: It’s about your online “community” of friends, fans and followers and connecting with them so that when they have a need for insurance, they remember they have an agent friend on the social Web who specializes in that.

C’mon in, the flood-sales water’s fine The 2010 Atlantic Hurricane season began June 1. As did the trickle-down effect on the Mid-Atlantic: potential flooding. Adding flood sales to an agency’s repertoire means rounding out accounts, lowering E&O risk and increasing commissions. And now’s a great time for agents to dip their toes into the flood-sales water.

Make Our Experience, Your Advantage.

IA&B members have access to an online resource center, complete with National Flood Insurance Program (NFIP) information, market access program links, training requirements, consumer brochures and more. And, coming soon, IA&B will launch its on-demand flood webinar.

Join our team today. Contact us to learn more:

www.harfordmutual.com 800-638-3669

Learn more: Visit iabgroup.com or call IA&B’s Member Service Center at (800) 998-9644, option 0.

200 North Main Street

•

Bel Air, Maryland

•

21014-3544

Stability Security Sensibility Formerly LG Insurance

(source by www.ambest.com)

Business Owners Program Commercial Package LIG Umbrella Policy

Leading Insurance Group Insurance Co., Ltd. is a licensed commercial insurance carrier providing competitive rates on property and casualty insurance to business owners in NY, NJ, CA, IL and PA. We spare no effort in providing our utmost products and prompt service for any and all of your insurance needs. Building and Building Owners Business Personal Property Dry Cleaners Retail Stores Pharmacies Pizzerias / Takeout Apartments Convenience Store Risks Liquor Stores LRO Buildings

LIG offers up to $ 5,000,000 above LIG BOP and Package

Leading Insurance Services, Inc. US Manager for Leading Insurance Group Insurance Co., Ltd.

Office Building Distributors Condo / Co-op

400 Kelby St., 15th Floor Fort Lee, NJ 07024 T. (201)720-2100 F. (201)720-2119

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505 N. Brand Blvd. Ste 1025 Glendale, CA 91203 T. (818)254-1040 F. (818)254-1039

marketing@ligmsi.com

www.ligicus.com

Classified ADVERTISEMENTS SOUTHEAST PA PRODUCERS & AGENCIES Professional agency since 1926 located in Feasterville, Bucks County, Pa. Call for confidential information and a review of our services. Contact Ray Reinard at (215) 375-8600, Ext. 119. If you would like to place a Classified Advertisement, simply fax your ad on company letterhead to (717) 795-8347, and we will take care of the rest.

Potty humor The iconic Jackson Pollock did not discriminate canvases. At a friend’s party and intoxicated, the artist locked himself in a bathroom and painted a toilet seat. Years passed, Pollock died, and his paintings skyrocketed in value. One day, a fire ravaged the artist’s aforementioned friend’s home and damaged the painted toilet seat. Insurance claims adjusters were left to determine the value — at a time when Pollock’s paintings were sold for $1 million apiece and toilet seats went for an average of $20.

Ad Index Absolute Risk Placement . . . . . . . . . . . . . . . . . .17

The result? An $820 payout. Source: Insure.com

Acuity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .IFC EMC Insurance Companies . . . . . . . . . . . . . . . .3 Goodville Mutual Cas Co . . . . . . . . . . . . . . . . .20 Harford Mutual . . . . . . . . . . . . . . . . . . . . . . . . .27 Harleysville . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 IA&B Partners Program . . . . . . . . . . . . . . . . . . .23 IA&B Series Ads . . . . . . . . . . . . . . . . . . . . .21, IBC Interstate Insurance Mngmnt. . . . . . . . . . . . .OBC LIG Insurance Co Ltd . . . . . . . . . . . . . . . . . . . .27 Mutual Benefit Group . . . . . . . . . . . . . . . . . . . . .9 Preferred Property Program . . . . . . . . . . . . . . .11 Tri-State General Ins Ag . . . . . . . . . . . . . . . . . .15

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----------------------------------------------------------------———————------The Last & Least column is dedicated to the industry’s oddities — from creative claims and kooky coverages, to (tasteful) jokes and strange stories. Submit yours to iab@iabgroup.com, subject line: Last & Least. The editor will happily protect sources’ anonymity upon request.