2012 Professional Training Schedule

Delivering distinction through education.

PROFESSIONAL TRAINING SCHEDULE

2012

D !

EMAN ON-DW ONLINE O CE N GE

14

A SEE P

Driving members to distinction.

A supplement to Primary Agent magazine.

2012 PROFESSIONAL TRAINING SCHEDULE Pages 1-2

Certified Insurance Counselors (CIC) Designation Program Page 1 Agency Management Commercial Casualty Commercial Property Life & Health Personal Lines Page 2 James K. Ruble Graduate Seminars

Pages 3-7

Certified Insurance Service Representatives (CISR) Designation Program Page 3 Agency Operations Page 4 Insuring Commercial Casualty Exposures Insuring Commercial Property Page 5 Insuring Personal Auto Exposures Insuring Personal Residential Property Page 6 CISR Marathon Week Dynamics of Service Page 7 William T. Hold Seminar

Page 8

Certified Professional Insurance Agent (CPIA) Designation Program Insurance Success Seminars Position for Success Implement for Success Sustain Success

Page 9-10

Licensing Exam Preparation (Property & Casualty and Life & Health) Licensing Study Course Licensing Self-Study Packages

Page 11

Specialty Topics — E&O Seminars Best Practices of E&O Loss Control Mistakes That Lead to E&O Claims

Page 12

E&O Policyholder Information

Page 13

Online Programs New Employee Training Commercial Lines Basics Delivering Quality Service New Employee Orientation Personal Lines Basics

Page 14

On-Demand Programs Understanding the National Flood Insurance Program Ethical Behavior and E&O Compliance Pitfalls and Ethical Responsibilities (Maryland specific)

Page 15

CE Quick Guide & IA&B Program Registration Fees

Page 16

IA&B Faculty and Registration Policies

iabgroup.com | (800) 998-9644 | (717) 795-9100

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CERTIFIED INSURANCE COUNSELORS (CIC) DESIGNATION PROGRAM This prestigious program has been the insurance industry’s premier, proven source for practical, real-world education for more than 40 years.

The five CIC institutes are: |

Personal Lines

|

Life & Health

|

Commercial Casualty

|

Agency Management

|

Commercial Property

Designed to cover important aspects of the insurance field, each institute is 20 hours of instruction, followed by an optional examination.* Institutes can be taken in any order. * Taking and passing these exams are reauired to earn the CIC designation.

CE APPROVALS PA

MD DE 17 PC/LH 21 GEN 3 ETH 4 ETH

AM

20

CC

20

20 PC

21 GEN 4 ETH

CP

20

20 PC

21 GEN 4 ETH

LH 18 GEN 18 PC/LH 19 GEN 2 LTC

Retaining CIC designation: Designees must attend at least one of the following annually for update credit: |

Any one CIC institute (no exam required)

|

James K. Ruble Graduate Seminar

|

Dynamics of Selling Program*

|

Any Certified Risk Managers (CRM) course*

PL

20

2 LTC 2 LTC/3 ETH

20 PC

21 GEN 4 ETH

Credit approval is subject to re-evaluation by state insurance departments.

* Must be a dues-paid member of CIC or CRM to receive credit.

2012 Dates & Locations Personal Lines Life and Health Commercial Property Commercial Casualty Agency Management* Commercial Property Commercial Casualty Life and Health Commercial Property Commercial Property Commercial Casualty Life and Health Personal Lines

Harrisburg Erie Newark Lehigh Valley Lancaster Timonium Erie Philadelphia Harrisburg Erie Pittsburgh Ellicott City Philadelphia

PA PA DE PA PA MD PA PA PA PA PA MD PA

February 20-23 March 19-22 March 28-31 April 16-19 April 30-May 3 May 16-19 June 11-14 August 20-23 September 12-15 October 8-11 October 15-18 October 17-20 December 3-6

AGENDA DAY ONE Registration: 12:00 – 1:00 p.m.

Seminar: 1:00 – 5:15 p.m.

DAY TWO & THREE Seminar: 8:00 a.m. – 5:00 p.m.

DAY FOUR (EXAM DAY) Exam: 8:30 - 10:30 a.m.

REGISTRATION FEE $425 Course materials, instruction, coffee breaks and DE, MD & PA continuing education fees are included. Dates, fees and locations are subject to change.

* Approved for loss control credit for Utica policyholders.

iabgroup.com | (800) 998-9644 | (717) 795-9100

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JAMES K. RUBLE GRADUATE SEMINARS CIC designation update option ®

Advanced and specialty topics, camaraderie among a network of your peers, and attractive destinations combine to make James K. Ruble Seminars an appealing update option for dues-paid CICs and CRMs. Along with instruction by expert faculty and a chance to tackle the hottest topics, you can fulfill your CIC and CRM update requirement and earn CE credit.

Seminars condensed to two days for 2012.

CE APPROVALS State continuing education credit varies by program agenda. Visit iabgroup.com for details.

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA DAY ONE & TWO Registration: 7:00 a.m.

Seminar: 8:00 a.m. – 5:15 p.m.

REGISTRATION FEE $420

Attendees will now enjoy substantial travel and lodging savings and reduced time out of the office.

The new format will maintain the same high quality standards and comprehensive curriculum as the two-and-a-half day format.

You'll return from a James K. Ruble Graduate Seminar refreshed and full of ideas you can implement immediately.

Must be a dues-paid member of the Society of CIC to be eligible for designation update. Must hold the CIC or CRM designations to be eligible for attendance.

2012 Dates & Locations Ellicott City Pittsburgh Philadelphia Annapolis Lehigh Valley Hershey Ellicott City Ocean City Lancaster

MD PA PA MD PA PA MD MD PA

March 12-13 April 23-24 May 16-17 June 11-12 July 18-19 August 8-9 August 13-14 October 1-2 November 14-15

Course materials, instruction, coffee breaks and DE, MD & PA continuing education fees are included. Dates, fees and locations are subject to change.

Additional CIC Update Programs (not conducted by IA&B) Update your CIC designation using other programs through the National Alliance. For more information or to register for CRM or Exclusive Advanced Seminars, visit thenationalalliance.com or call (800) 633-2165.

2

Specialty Rubles

Certified Risk Manager

Small to Middle Market March 5-6 — Philadelphia, PA

Financing of Risk February 1-4 — Philadelphia, PA

iabgroup.com | (800) 998-9644 | (717) 795-9100

CERTIFIED INSURANCE SERVICE REPRESENTATIVES (CISR) DESIGNATION PROGRAM The CISR Program is a superior education opportunity consisting of five single-day courses led by engaging faculty at convenient locations across IA&B’s tri-state area. An optional exam is given at the end of each classroom course. The exam is mandatory for CISR Online.

The five CISR courses are: |

Insuring Commercial Casualty Exposures

|

Insuring Personal Auto Exposures

|

Insuring Commercial Property

|

Agency Operations

|

Insuring Personal Residential Property

CE APPROVALS AGENCY OPERATIONS PA

CISR designation is earned by completing all five courses and passing the exams within three calendar years.

To keep the designation, you must attend one of the following programs annually (by end of birth month) to earn update credit: |

Any one CISR course

|

Dynamics of Service Seminar

|

CIC Institute for eight consecutive hours

|

Entire CIC Institute or CRM course (fulfills two years of update credit)

|

William T. Hold Seminar

8

MD 7 PC/LH 1 ETH

DE 7 GEN 1 ETH

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA REGISTRATION: 7:30 a.m.

SEMINAR: 8:00 a.m. – 3:45 p.m.

Q&A & REVIEW: 3:45 – 4:15 p.m.

Agency Operations

EXAM: 4:15 – 5:15 p.m.

Approved for loss control credit for Utica policyholders.

Mandatory if earning the designation.

January 25 March 1 March 13 March 14 March 21* July 24 July 25 September 25 October 10 October 25 November 29 December 4 December 5

REGISTRATION FEE $189 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

AVA

PA PA PA PA PA PA PA PA MD PA MD PA PA

BLE ON ILA

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2012 Dates & Locations York Pittsburgh Lehigh Valley State College Philadelphia Wilkes-Barre/Scranton Reading Lancaster Hagerstown Pittsburgh Baltimore Mechanicsburg Philadelphia *Part of Marathon Week

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3

CERTIFIED INSURANCE SERVICE REPRESENTATIVES (CISR) DESIGNATION PROGRAM Insuring Commercial Casualty Exposures

CE APPROVALS COMMERCIAL CASUALTY PA 8

MD 8 PC

DE 8 GEN

COMMERCIAL PROPERTY PA 8

MD 8 PC

DE 8 GEN

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA REGISTRATION: 7:30 a.m.

2012 Dates & Locations Philadelphia Altoona Lancaster Salisbury Baltimore Pittsburgh Frederick Lehigh Valley Newark Reading Philadelphia Mechanicsburg Erie Wilkes-Barre/Scranton Pittsburgh

PA PA PA MD MD PA MD PA DE PA PA PA PA PA PA

March 23* July 17 July 18 July 24 July 25 July 31 August 2 August 14 August 15 August 21 August 28 August 29 September 5 September 12 September 27

*Part of Marathon Week

SEMINAR: 8:00 a.m. – 3:45 p.m.

Q&A & REVIEW: 3:45 – 4:15 p.m.

EXAM: 4:15 – 5:15 p.m.

Insuring Commercial Property

Mandatory if earning the designation.

REGISTRATION FEE $189

BLE ON ILA

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AVA

Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

2012 Dates & Locations Pittsburgh Philadelphia Mechanicsburg State College Reading York Lehigh Valley Wilkes-Barre/Scranton Lancaster Pittsburgh Hagerstown Baltimore Philadelphia

PA PA PA PA PA PA PA PA PA PA MD MD PA

*Part of Marathon Week

4

iabgroup.com | (800) 998-9644 | (717) 795-9100

March 8 March 22* April 4 April 5 April 24 April 25 May 2 May 15 May 16 May 22 May 23 June 7 June 21

CERTIFIED INSURANCE SERVICE REPRESENTATIVES (CISR) DESIGNATION PROGRAM Insuring Personal Auto Exposures 2012 Dates & Locations Pittsburgh Philadelphia Mechanicsburg Reading Wilkes-Barre/Scranton Lehigh Valley York Frederick Newark Erie Pittsburgh Lancaster Altoona Philadelphia Baltimore Salisbury

PA PA PA PA PA PA PA MD DE PA PA PA PA PA MD MD

January 31 February 7 February 14 February 15 February 16 February 21 February 22 February 28 February 29 March 6 March 7 March 14 March 15 March 20* April 3 April 3

CE APPROVALS PERSONAL AUTO PA 8

MD 8 PC

DE 8 GEN

PERSONAL RESIDENTIAL PA

MD

8

8 PC

DE 7 GEN 1 ETH

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA REGISTRATION: 7:30 a.m.

*Part of Marathon Week

SEMINAR: 8:00 a.m. – 3:45 p.m.

Q&A & REVIEW: 3:45 – 4:15 p.m.

EXAM: 4:15 – 5:15 p.m.

Insuring Personal Residential Property March 19* September 12 September 13 September 25 September 27 October 11 October 30 October 31 October 31 November 1 November 20 November 21 November 28

REGISTRATION FEE $189 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

AVA

PA PA PA PA MD PA MD PA PA PA MD PA PA

Mandatory if earning the designation.

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2012 Dates & Locations Philadelphia Pittsburgh Altoona Philadelphia Salisbury Reading Hagerstown Lancaster Pittsburgh Lehigh Valley Baltimore Wilkes-Barre/Scranton Mechanicsburg *Part of Marathon Week

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CERTIFIED INSURANCE SERVICE REPRESENTATIVES (CISR) DESIGNATION PROGRAM CISR Marathon Week

PLEASE REFER TO PAGES 3-5 FOR CE APPROVALS AGENDA REGISTRATION: 7:30 a.m.

SEMINAR: 8:00 a.m. – 3:45 p.m.

Q&A & REVIEW: 3:45 – 4:15 p.m.

EXAM: 4:15 – 5:15 p.m.

Mandatory if earning the designation.

Earn, update or finish your CISR designation in one week, in one location. Marathon week offers the convenience of attending all five courses, back-to-back, at the same location. Take one, two or all five and take travel out of the equation.

2012 Dates & Locations (January – June) Philadelphia, PA Personal Residential Personal Auto* Agency Operations Commercial Property Commercial Casualty

March 19 March 20 March 21 March 22 March 23

*Personal Auto course and examination are state specific. Participants are encouraged to attend in the state in which they write most of their business.

REGISTRATION FEE Single Course $189 Full Week $920 Same attendee for all courses Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

CE APPROVALS PA

MD

8

8 PC

DE 6 GEN 1 ETH

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA REGISTRATION: 7:30 a.m.

DYNAMICS OF SERVICE CISR Designation Update Option Dynamics of Service teaches behavioral styles and effective ways to communicate.You will: |

improve your people skills dramatically

|

tune up your professional competence

|

acquire tools and techniques for dealing with customers

All these skills serve to make an employee more valuable, more productive, and more satisfied on the job.

SEMINAR: 8:00 a.m. – 5:00 p.m.

REGISTRATION FEE $189 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

2012 Dates & Locations Baltimore/Columbia Mechanicsburg Pittsburgh Mechanicsburg Baltimore Philadelphia

MD PA PA PA MD PA

April 19 May 8 June 19 August 1 September 26 November 27

Due to continuing education approvals, please attend a course date and location in the state where you hold your resident license.

6

iabgroup.com | (800) 998-9644 | (717) 795-9100

WILLIAM T. HOLD SEMINARS CISR Designation Update Option These innovative one-day courses are special advanced learning and update opportunities for insurance and risk management professionals. You will explore topics that were either briefly covered or not covered at all in the five core CISR courses.

The Changing Landscape of Personal and Commercial Insurance Nothing in the insurance industry, as well as in life, is as certain as change. Over the past several years, there have been some substantial changes in both personal and commercial insurance forms and practices which can impact both insurance consumers as well as the insurance professionals who serve them.

This program will present a compilation and review of many of these changes as well as a review of more subtle changes that are easily missed amidst the hectic duties of day-to-day operations. As part of the review, the program will present various options agencies may wish to consider in order to make clients aware of the impact these changes can have to both personal and business lives. Included in the topics for discussion will be: |

state-specific workers’ compensation procedural issues

|

the first major revision of the ISO homeowners policy since 2000

|

ISO commercial property and BOP revisions

|

the rise and fall (and rise) of the National Flood Insurance Program

|

a recap of issues with Acord forms, especially certificates of insurance

2012 Dates & Locations Philadelphia Salisbury Lehigh Valley York Pittsburgh Mechanicsburg Baltimore Philadelphia Wilkes-Barre/Scranton Baltimore Lancaster Hagerstown Frederick Newark Pittsburgh Mechanicsburg Altoona Erie Lehigh Valley Dover

PA MD PA PA PA PA MD PA PA MD PA MD MD DE PA PA PA PA PA DE

WILLIAM T. HOLD SEMINAR PA

MD

DE

Submitted Submitted Submitted for 8 for 8 for 8

Credit approval is subject to re-evaluation by state insurance departments.

AGENDA REGISTRATION: 7:30 a.m.

SEMINAR: 8:00 a.m. – 5:00 p.m.

REGISTRATION FEE $189 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

January 26 February 1 February 14 February 15 February 29 March 28 March 29 April 25 May 1 May 17 June 5 June 6 July 18 July 19 September 6 October 16 October 17 October 24 November 13 November 14

iabgroup.com | (800) 998-9644 | (717) 795-9100

7

CERTIFIED PROFESSIONAL INSURANCE AGENT (CPIA) DESIGNATION PROGRAM Insurance Success Seminars These Seminars are designed to enhance the ability of producers, sales support staff and company personnel to efficiently create and distribute effective insurance programs. Participants leave with ideas that will produce increased sales results immediately.

CE APPROVALS Day 1

PA

MD

7

7

DE 5 GEN 2 ETH

Day 2

7

7

5 GEN 2 ETH

Day 3

7

7

6 GEN 2 ETH

Credit approval is subject to re-evaluation by state insurance departments.

The three Insurance Success Seminars are entitled: |

Position for Success (Module 1)

|

Implement for Success (Module 2)

|

Sustain Success (Module 3)

Earning CPIA designation To earn the CPIA designation, you must attend all seminars in any order.

Retaining CPIA designation To retain the CPIA credential, you must fulfill a biennial update by attending any of the following: |

Any one Insurance Success Seminar

|

An Advanced Insurance Success Seminar

AGENDA

|

AIMS Society’s annual Pro-to-Pro Executive Retreat

REGISTRATION: 8:00 a.m.

|

Maintain individual or agency membership in the American Insurance Marketing and Sales Society (AIMS)

SEMINAR: 8:30 a.m. – 4:30 p.m.

2012 Dates & Locations

REGISTRATION FEE Member $199 Non-Member $239 All Seminars Same attendee for all seminars

Member $580 Non-Member $700 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

Module 1 Module 2 Module 3

Pittsburgh Pittsburgh Pittsburgh

PA PA PA

May 1 May 2 May 3

Module 1 Module 2 Module 3

Philadelphia Philadelphia Philadelphia

PA PA PA

August 7 August 8 August 9

Module 1 Module 2 Module 3

Mechanicsburg Mechanicsburg Mechanicsburg

PA PA PA

October 30 October 31 November 1

This program is not affiliated with the CIC or CISR designation programs.

Approved for loss control credit for Utica policyholders.

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iabgroup.com | (800) 998-9644 | (717) 795-9100

LICENSING EXAM PREPARATION IA&B takes the stress out of studying for your state licensing exam through two study preparation methods–traditional classroom instruction and self-study. Whether it's property & casualty or life & health, you will gain the knowledge and confidence you need to successfully pass the exam.

Licensing Study Course Classroom instruction breaks down study preparation in smaller, manageable components: pre-study assignments, class interaction and post-study mock exam testing. You will absorb what you learn in an organized, user-friendly format so you don't need to cram at the last minute. Use this blended study method to keep focused on exam content.

Guaranteed to pass!

If registered at least four weeks prior to the course, IA&B guarantees you will pass the exam. If you are unsuccessful on the exam, you may attend another study course within one year at no charge.

Updated course material fees may apply.

2012 Dates & Locations Life & Health Philadelphia Mechanicsburg Pittsburgh Mechanicsburg

PA PA PA PA

February 21-23 May 8-10 August 14-16 November 6-8

Property & Casualty Mechanicsburg Pittsburgh Lehigh Valley Mechanicsburg Philadelphia Mechanicsburg Pittsburgh Mechanicsburg Philadelphia Lehigh Valley Mechanicsburg Pittsburgh Philadelphia Lehigh Valley Mechanicsburg

PA PA PA PA PA PA PA PA PA PA PA PA PA PA PA

February 7-9 April 10-12 April 17-19 April 24-26 May 22-24 June 19-21 July 17-19 August 7-9 August 21-23 August 28-30 October 2-4 October 23-25 November 13-15 December 4-6 December 11-13

AGENDA DAYS ONE, TWO & THREE: REGISTRATION: 7:30 a.m.

SEMINAR: 8:00 a.m. – 5:00 p.m.

REGISTRATION FEE Member $395 Non-Member $515 Course materials, instruction, coffee breaks, lunch and PA pre-licensing education fees are included. Dates, fees and locations are subject to change.

*Due to state-specific information, course participants must attend the Licensing Study Course offered in the state they intend to become licensed. **State exam fee is not included

State Pre-licensing Requirements |

Pennsylvania: Both the property & casualty and life & health licensing study courses and self-study packages are approved for 24 hours of pre-licensing education (PLE) credit in Pennsylvania

|

Maryland: Licensing study course does not meet the Maryland 96-hour pre-licensing requirement for P&C or the 60-hour pre-licensing requirement for L&H.

|

Delaware: No pre-licensing requirement.

iabgroup.com | (800) 998-9644 | (717) 795-9100

9

LICENSING SELF-STUDY PACKAGE For those who prefer independent preparation, use IA&B’s self-study option to set your own exam preparation agenda.

Self-study packages contain the same study content as the classroom, but give you the flexibility of learning it on your own time at your own pace. Packages are available for both property & casualty and life & health lines.

Self-Study Packages include: |

Study Guide

|

State Licensing Bulletin

|

Licensing Text

|

Exam Simulator Online Access

|

Chapter Quizzes

|

State-specific Law Information

Registration Fee Prices are based on resident state and where you plan to take the exam. Use the grid below to identify the applicable fees for a particular self-study package:

Property & Casualty Package

Life & Health Package

Resident State Maryland

Resident State Maryland

Delaware Self Study Materials for Delaware Exam Self Study Materials for Maryland Exam Self Study Materials for Pennsylvania Exam

Pennsylvania (includes tax)

Delaware

Member: $169 Non-Member: $189

Member: $169 Member: $179.14 Member: $169 Non-Member: $189 Non-Member: $200.34 Non-Member: $189

Member: $169 Member: $179.14 Non-Member: $189 Non-Member: $200.34

Member: $169 Non-Member: $189

Member: $169 Member: $179.14 Member: $169 Non-Member: $189 Non-Member: $200.34 Non-Member: $189

Member: $169 Member: $179.14 Non-Member: $189 Non-Member: $200.34

Member: $169 Non-Member: $189

Member: $169 Member: $179.14 Member: $169 Non-Member: $189 Non-Member: $200.34 Non-Member: $189

Member: $169 Member: $179.14 Non-Member: $189 Non-Member: $200.34

Fees are subject to change.

Pre-Licensing Requirements and Approvals Delaware | No pre-licensing requirement Maryland | Property & Casualty Pre-Licensing Requirements: 96 hours |

Life and Health Pre-Licensing Requirements: 60 hours

|

IA&B Licensing Study Courses do not qualify for pre-licensing credit in Maryland. However, the MD Insurance Administration provides a list of approved Life & Health and Property & Casualty courses.

|

The Maryland Insurance Administration does grant pre-licensing education waivers for specific designations earned as well as consistent employment background. Go to http://www.iabgroup.com/education/programs/ producer_licensing/md/ple.asp and access the criteria and application for an Insurance Education waiver.

Pennsylvania | Property & Casualty Pre-Licensing Requirements: 24 hours

10

Pennsylvania (includes tax)

|

Life and Health Pre-Licensing Requirements: 24 hours

|

Both the Property & Casualty and Life & Health Licensing Study courses and self-study products are approved for 24 hours of pre-licensing education (PLE) credit in Pennsylvania. The PLE credits are valid for one year and you must pass the state licensing exam within that timeframe in order for the PLE credits to be applied. It is important, however, to remember that the Pennsylvania P&C self-study product is based on the Property & Casualty combined exam and the L&H self-study product is based on the Life, Accident & Health combined exam.

iabgroup.com | (800) 998-9644 | (717) 795-9100

SPECIAL TOPIC SEMINARS Errors & Omissions Seminars No agency is safe from the possibility of being sued. Protect your reputation and your assets by understanding how and why agents are sued, and find out what processes and procedures can be implemented to minimize exposures.

IA&B offers two classroom seminars that explore E&O from different angles to help prevent errors & omissions claims. Sign up for one or both.

CE APPROVALS BEST PRACTICES PA 6

Best Practices of E&O Loss Control Understand current industry and agency management issues that can impact E&O claims and master the risk management approach to E&O. Approved for Utica (PA, MD & DE) and Westport (PA & DE) loss control credit.

2012 Dates & Locations Philadelphia Dover Erie Lehigh Valley Mechanicsburg Pittsburgh

MD 6 PC

DE 6 GEN Gen

Approved for Utica (PA, MD & DE) & Westport (PA & DE) loss control credit.

MISTATKES THAT LEAD PA DE PA PA PA PA

March 1 March 14 June 13 October 23 October 24 November 1

PA

MD

6

6 PC

DE 3 GEN / 4 ETH

Approved for Utica (PA, MD & DE) & Westport (PA & DE) loss control credit.

Mistakes That Lead to E&O Claims Learn from Jerry Milton, CIC, how to head-off mistakes that often result in E&O claims. There are numerous steps in securing insurance for clients, and many are taken over the phone, in person, by e-mail and/or fax.

Each transaction carries the potential for error, even when guided by a procedures manual.

Jerry will highlight common mistakes involved in E&O claims by describing the milestones in the “life” of an account. From the proposal and application process, to policy issuance and certificates of insurance, to claims processing, and lastly, to renewal or cancellation.

Filed for continuing education credit by IA&B only in the states of Pennsylvania, Maryland and Delaware. Credit approval is subject to re-evaluation by state insurance departments.

Seminars are not affiliated with any designation program.

AGENDA REGISTRATION: 7:30 – 8:00 a.m.

SEMINAR: 8:00 a.m. – 3:00 p.m.

You will also learn the importance of documentation and standard practices throughout the entire transaction.

This seminar is for producers and CSRs, both of whom play a vital role in preventing E&O claims.

This seminar is approved for Loss Control Credit for Utica policyholders in Delaware, Maryland and Pennsylvania and pending approval for Westport policyholders in Delaware and Pennsylvania.

2012 Dates & Locations Lehigh Valley Mechanicsburg Baltimore Pittsburgh Newark Baltimore Philadelphia

PA PA MD PA DE MD PA

REGISTRATION FEE Member $189 Non-member $229 Course materials, instruction, coffee breaks, lunch and DE, MD & PA continuing education fees are included.

Dates, fees and locations are subject to change.

April 24 May 15 June 13 June 28 November 16 November 28 November 29

See also On-Demand — Ethical Behavior and E&O on page 14.

iabgroup.com | (800) 998-9644 | (717) 795-9100

11

ATTENTION UTICA & WESTPORT E&O POLICYHOLDERS! Attendance at loss control seminars can provide additional pricing considerations under your Utica or Westport E&O policy.

Each carrier has specific requirements for credit application.

Utica The seminars must have quality salient points addressing loss prevention of insurance agencies. Proof of attendance is required by Utica and must be taken within the first 30 days after inception date or within the last 15 months.

Staff attendance requirement: Staff Size

Attendees

1-3

1 principal/office manager or CSR

4-10

1 principal/office manager and 1 CSR

11-20

1 principal/office manager and 2 CSRs

21+

20% of staff

Westport To qualify for the loss control credit, the insured must be an IA&B member with current dues paid and the loss control seminar must be approved by Westport Insurance Corporation.

Staff attendance requirement: Staff Size

Attendees

1

1 Active Agency Principal, Owner, Partner or Officer

2-7

1 Active Agency Principal, Owner, Partner or Officer and 1 Producer or CSR (2 total)

8-20

1 Active Agency Principal, Owner, Partner or Officer and 1 Active Agency Principal, Owner, Partner, Officer, Operations Manager or Producer and 2 Producers or CSRs (4 total)

21-50

1 Active Agency Principal, Owner, Partner or Officer and 1 Active Agency Principal, Owner, Partner, Officer, Operations Manager or Producer and 4 Producers or CSRs (6 total)

50+

1 Active Agency Principal, Owner, Partner or Officer and 2 Active Agency Principal, Owner, Partner, Officer, Operations Manager or Producer and 7 Producers or CSRs (10 total)

These are general requirements. Additional conditions may apply.

For information specific to your policy, contact your Sales Representative at 1-800-998-9644, option 2 or e-mail us at iab@iabgroup.com.

12

iabgroup.com | (800) 998-9644 | (717) 795-9100

ONLINE PROGRAMS AVA

E LIN

New Employee Training

BLE ON ILA

Set the stage for your insurance career with New Employee Training Whether you are new to the agency business or want to take your insurance career further, get to know the "nuts and bolts" of insurance through four online courses. You will learn the basics of E&O prevention and provisions of common personal and commercial lines policies to serve clients and your agency better.

The courses | New Employee Orientation

|

Delivering Quality Service

Personal Lines Basics

|

Commercial Lines Basics

|

Getting Started 1. Register at iabgroup.com — Courses may be taken independently in any order. Supplemental course materials are included in the course registration fee and mailed prior to the scheduled program.

2. Online Navigation Instruction — You will receive instruction to acquaint yourself with network navigation and the overall course structure. You will also have a personal mailbox for communication with the instructor and other participants and have the option to receive a weekly progress report faxed to your employer. (This comes at no additional charge).

3. Seminar Instruction — Weekly reading assignments and activities will be posted on the website, which you work at your own pace to complete. You may e-mail questions to the instructor to be answered privately or shared with other participants.

4. Final Exam — To receive a completion certificate at the end of the course and for continuing education credit (for licensed individuals), you must complete all activities assigned and pass a final exam with a minimum grade of 70 percent.

New Employee Orientation

Personal Lines Basics

(NO EXPERIENCE NECESSARY)

(EXPERIENCE: THREE – NINE MONTHS)

January 9 - March 2 February 13 - March 30 March 12 - May 4 April 9 - June 1 May 14 - July 6 June 11 - August 3 July 9 - August 31 August 13 - October 5 September 10 - November 2 October 8 - November 30 November 12 - January 4, 2013

Delivering Quality Service (EXPERIENCE: TWO – SIX MONTHS)

CE APPROVALS NEW EMPLOYEE ORIENTATION

January 9 - February 24 March 12 - April 27 May 14 - June 29 July 9 - August 24 September 10 - October 26 November 12 - December 28

Commercial Lines Basics

PA 12

MD 0

DE 15 GEN

REGISTRATION FEE Member $245 Non-member $285 DELIVERING QUALITY SERVICE PA 12

MD 0

DE 15 GEN

REGISTRATION FEE Member $245 Non-member $285 PERSONAL LINES BASICS PA 12

MD 0

DE 15 GEN

REGISTRATION FEE Member $265 Non-member $305 COMMERCIAL LINES BASICS PA 12

MD 0

DE 15 GEN

REGISTRATION FEE Member $265 Non-member $305

(EXPERIENCE: SIX – TWELVE MONTHS)

February 13 - April 6 April 9 - June 8 June 11 - August 10 August 13 - October 12 October 8 - December 7

Credit approval is subject to re-evaluation by state insurance departments.

February 13 - March 23 June 11 - July 27 October 8 - November 23

iabgroup.com | (800) 998-9644 | (717) 795-9100

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ON-DEMAND TRAINING Learn at your own pace in your own place IA&B’s expanding selection of on-demand training offers more options to gain critical knowledge and earn CE credit. IA&B On-Demand is Web-based and gives you the flexibility and convenience of taking courses when and where it suits you. No more travel time or expense. No waiting for a course to come to your area. You can start and stop the course you’re taking anytime, anywhere. All you need is a computer with a Web connection.

Visit iabgroup.com/on-demand to learn more and register.

CE APPROVALS PA MD DE 3 GEN/ 3 PC/ 3 GEN/ Flood FLD FL FLD Ethics 3 GEN 3 ETH 3 ETH Compliance — Coming Soon

Understanding the National Flood Insurance Program Flood insurance expert Rita Hollada, CIC, CPCU, CPIA leads this three-hour program which awards the approved CE credit agents need to sell NFIP policies.

Get the knowledge you need to fully protect your clients from the nation's number one natural disaster.

Credit approval is subject to re-evaluation by state insurance departments.

Ethical Behavior and E&O

ON-DEMAND REGISTRATION FEE FLOOD: Member $75 Non-Member $105 ETHICS: Member $75 Non-Member $105 COMPLIANCE: Coming Soon

14

Perennial seminar favorite Jerry Milton, CIC, lends his unique folksy style to a serious discussion of ethical considerations and E&O implications. You will learn approaches to ethical decision making and understand how ethics and professional responsibility are the basis for insurance laws.

Compliance Pitfalls and Ethical Responsibilities — COMING SOON! (Maryland specific) This course highlights the eight most violated insurance laws and regulations in Maryland, and shows agencies how to remain compliant. IA&B General Counsel Jason Ernest, Esq. and Industry Affairs Director Claire Pantaloni, CIC, CISR lead this comprehensive seminar.

iabgroup.com | (800) 998-9644 | (717) 795-9100

CE QUICK GUIDE Course Title Certified Insurance Counselors (CIC) Agency Management Commercial Casualty Commercial Property Life & Health Personal Lines James K. Ruble Graduate Seminars Certified Insurance Service Representatives (CISR) Agency Operations Insuring Commercial Casualty Exposures Insuring Commercial Property Insuring Personal Auto Exposures Insuring Personal Residential Property William T. Hold Seminar — Changing Landscape of Insurance Dynamics of Service Certified Professional Insurance Agents (CPIA) Day 1-Position for Success Day 2-Implement for Success Day 3-Sustain Success Licensing Preparation Licensing Study Course (P&C and L&H concentrations) Licensing Self-Study Packages (P&C concentration only) Specialty Topics Best Practices of E&O Loss Control Mistakes That Lead to E&O Claims Online Programs — New Employee Training Commercial Lines Basics Delivering Quality Service New Employee Orientation Personal Lines Basics On-Demand Training Understanding the National Flood Insurance Program Ethical Behavior and E&O Compliance Pitfalls and Ethical Responsibilities (Maryland specific)

Pennsylvania

Maryland

Delaware

20 20 20 18 Gen / 2 LTC 20

17 LH/PC / 3 Eth 20 PC 20 PC 18 PC/LH / 2 LTC 20 PC

21 Gen / 4 Eth 21 Gen / 4 Eth 21 Gen / 4 Eth 19 Gen / 2 LTC / 3 Eth 21 Gen / 4 Eth

Visit iabgroup.com for state CE credit status by program location

8 8 8 8 8 Submitted for 8 8

7 PC/LH / 1 Eth 8 PC 8 PC 8 PC 8 PC Submitted for 8 8 PC/LH

7 Gen / 1 Eth 8 Gen 8 Gen 8 Gen 7 Gen / 1 Eth Submitted for 8 6 Gen / 1 Eth

7 7 7

7 7 7

5 Gen / 2 Eth 5 Gen / 2 Eth 6 Gen / 2 Eth

24 PLE 24 PLE

0 0

N/A N/A

6 6

6 PC 6 PC

6 Gen 3 Gen / 4 Eth

12 12 12 12

0 0 0 0

15 Gen 15 Gen 15 Gen 15 Gen

3 Gen/FLD 3 Gen coming soon

3 PC/FL 3 Eth coming soon

3 Gen/FLD 3 Eth coming soon

Gen = General Credit, Eth = Ethics, PLE = Pre-Licensing Education, FL=Flood Credits listed are current as of the printing of this catalog. State insurance departments routinely review and update credit hours.

Visit iabgroup.com for current CE credit status for Pennsylvania, Maryland and Delaware.

IA&B Program Registration Fees Member Non-Member Licensing Study Course $395 $515 Licensing Self-Study Packages *See page 10 for pricing.

New Employee Orientation $245 $285 Delivering Quality Service $245 $285 Personal Lines Coverage Basics $265 $305 Commercial Lines Coverage Basics $265 $305 CPIA Day 1 — Position for Success $199 $239 CPIA Day 2 — Implement for Success $199 $239 CPIA Day 3 — Sustain Success $199 $239 $700 CPIA Seminar Series (Same attendee for all seminars) $580 Best Practices of E&O Loss Control $189 $229 Mistakes That Lead to E&O $189 $229 On-Demand: Understanding the National Flood Insurance Program $75 $105 On-Demand: Ethical Behavior and E&O $75 $105

Member / Non-member registration fees do not apply for the following programs: CIC — Agency Management $425 CIC — Commercial Casualty $425 CIC — Commercial Property $425 CIC — Life & Health $425 CIC — Personal Lines $425 CIC — James K. Ruble Graduate Seminars $420 CISR — Agency Operations $189 CISR — Insuring Commercial Casualty Exposures $189 CISR — Insuring Commercial Property $189 CISR — Insuring Personal Auto Exposures $189 CISR — Insuring Personal Residential Property $189 CISR — Marathon Week (same attendee for all courses) $920 CISR — William T. Hold Seminar — Coordinating Personal and Commercial Insurance $189 CISR — Dynamics of Service $189 iabgroup.com | (800) 998-9644 | (717) 795-9100

15

IA&B FACULTY MEMBERS Kitty Ambers, CIC, CISR, CPIA, CPIW, CRMCS

Daniel E. Lawyer, CIC, CPCU

Kitty is the presenter for IA&B’s Insurance Success Seminars, the program series that makes up the Certified Professional Insurance Agent (CPIA) designation. She also provides training and consulting for agencies and serves as the Executive Director for the American Insurance Marketing and Sales Society.

Dan teaches Certified Insurance Counselors (CIC) institutes, Certified Insurance Service Representatives (CISR) courses and topical seminars for IA&B. He is a national faculty member of the Societies of CIC and CISR and serves on the Board of Governors for the Society of CISR.

Jim Back, CIC, CPIA

Linda A. McCann, CPCU, AAI, CPIW Linda has over 25 years experience working in the insurance industry. She is the president of Bay Shore Insurance Inc., located in Salisbury, MD. Linda teaches numerous continuing education programs for Insurance Agents & Brokers and currently serves on the Maryland Legislative Committee for Insurance Agents and Brokers of Maryland and the IA&B Board of Directors.

Jim has taught Certified Insurance Service Representatives (CISR) and Certified Professional Insurance Agents (CPIA) courses for IA&B for nearly 10 years. He also serves as a faculty member of CPIA and the Society of CISR.

Bettye D. Buffington, CIC, CRM, CPCU, AAI, ARM, CPIA

Jerry M. Milton, CIC

Bettye teaches Certified Insurance Counselors (CIC) institutes, Certified Insurance Service Representatives (CISR) courses, Dynamics of Service and topical seminars for IA&B. She currently serves on the Board of Governors for the Society of CIC and is a national faculty member of the Societies of CIC and CISR.

Jerry brings more than 30 years of working industry knowledge to his role as education consultant for IA&B and instructor for the CIC Institute program. Dubbed an insurance coverages expert by the legal profession, he frequently presents testimony in court proceedings.

James T. Harrison Jr., CIC, CPCU, CLU, ChFC

Betsy J. Tribendis, AAI, CIC, CPIW, GRI

Jim lends his experience to IA&B as both CIC education consultant and instructor. He also presents continuing education seminars on topical insurance issues. Jim is also a national faculty member of the Society of CIC.

Betsy teaches various programs including pre-licensing education, E&O prevention and insurance coverage topics for IA&B.

Larry A. Hollada, CPCU, CIC, CPIA

Clem J. Wandrisco Jr., CPCU, ARM, AIC, AAI

Larry develops and instructs insurance and professional courses for various organizations including IA&B. He is also a national faculty member of the Societies of Certified Insurance Service Representatives (CISR), Certified Insurance Counselors (CIC) and faculty member of Certified Professional Insurance Agents (CPIA).

Clem specializes in instruction for licensing study preparation courses for IA&B. He also serves as a CIC Institute program education consultant.

Gary J. Wilson, CIC, CPCU, ARM, CPIA

Mary R. “Rita” Hollada, CIC, CPCU, CPIA

Gary has taught courses for Certified Insurance Service Representatives (CISR), Certified Professional Insurance Agents (CPIA) and other IA&B continuing education programs for nearly 20 years.

Rita presents programs for IA&B on topics of communication and customer service and develops and presents special interest programs such as flood insurance. She also serves as a national faculty member of the Societies of Certified Insurance Counselors (CIC) and Certified Insurance Service Representatives (CISR).

REGISTRATION POLICIES Registration Information Full registration fee must accompany registration form. All fees include instruction, materials, coffee breaks, lunch (except CIC and JKR seminars) and Pennsylvania and Maryland continuing education filing fees. The difference in member and non-member fees may be applied toward new membership if eligible. Registration fees are deductible as ordinary business expenses but, may not be deducted as charitable contributions. Fees, dates and locations are subject to change.

Registration Change Policy Registration changes received more than 10 days before the course are fully refundable or transferrable. After that, registration changes are subject to a 25% penalty. Substitutions are honored any time. No shows result in registration fee forfeiture. Please contact the IA&B Member Service Center regarding penalties for licensing changes.

16

Continuing Education Full attendance is required for continuing education credit; partial credit will not be granted. Credit approval is subject to re-evaluation by the state insurance department. Contact the IA&B Member Service Center specific course continuing education approvals.

Program Confirmation Confirmation is e-mailed upon registration and includes course agenda along with hotel information.

Americans with Disabilities Act In accordance with Title III of the Americans with Disabilities Act (ADA), program registrants with disabilities may request special accommodations.

Please submit requests to IA&B in advance.

iabgroup.com | (800) 998-9644 | (717) 795-9100

2012 Registration Form

5 Easy Ways to Register Web:

THIS FORM MAY BE DUPLICATED.

iabgroup.com/education

Phone: (800) 998-9644 or (717) 795-9100 E-mail: iab@iabgroup.com

REGISTRATION INFORMATION Program

Date(s)

Fax:

(717) 795-8347

Mail:

5050 Ritter Road Mechanicsburg, PA 17055-4879

Location (City, State)

Secure for credit card payment.

If registering for an On-Demand Program: I understand that I have 30 days to access the course. _______ initials

First Name

M.I.

Designations Earned

Nickname

Licensing Study Courses & Products ONLY

Last Name

P&C and L&H Licensing Study Course

■ Agency

Agency/Company Address* ■ Main Office *Physical shipping address required for licensing courses.

■ Insurance Company

■ Other

■ Branch Office

■ Home/Other

City

State

Telephone Number

Fax Number

Zip + Four

Email Address (REQUIRED) Birth Date Requesting CE credits?

■ Yes

■ No

State License #_____________________

State of Licensure ______ National Producer #_____________________

METHOD OF PAYMENT Total Registration Fee $___________ Indicate registration fee from applicable course description page.

Fee must accompany registration form. All fees include DE, MD & PA CE filing fees.

■ Check enclosed payable to IA&B. Returned checks may be assessed a $20 fee.

■ Charge my:

■ Personal OR ■ Corporate credit card (complete information below) ■ Visa ■ MasterCard ■ American Express

Credit Card #

Name of Cardholder (PRINT)

_______________________________________ Date/Location of Course

Self-Study Packages Property & Casualty Pennsylvania Package Member: ■ PA Resident $179.14* (includes 6% sales tax) ■ All other states $169* Non-Member: ■ PA Resident $200.34* (includes 6% sales tax) ■ All Other States $189* Maryland and Delaware Packages Member: ■ PA Resident $179.14* (includes 6% sales tax) ■ All Other States $169* Non-Member: ■ PA Resident $200.34* (includes 6% sales tax) ■ All Other States $189*

Life & Health Pennsylvania Package Member: ■ PA Resident $179.14* (includes 6% sales tax) ■ All other states $169* Non-Member: ■ PA Resident $200.34* (includes 6% sales tax) ■ All Other States $189* Maryland and Delaware Package Member: ■ PA Resident $179.14* (includes 6% sales tax) ■ All other states $169* Non-Member: ■ PA Resident $200.34* (includes 6% sales tax) ■ All Other States $189*

Join IA&B and save! All employees of IA&B

Signature of Cardholder

Credit cards are processed upon arrival. Receipts mailed upon request.

Source code: PDCAT12

■ Non-Member $515*

* All rates are for Licensing Study Courses & Products ONLY.

Expiration Date

IA&B Office Use Date: _____________ Entered:___________

Licensing Study Only

Agency/Company Name

■ Member $395*

Amount:___________ Code: ___________

Check #:___________P or A

member agencies and company partners save up to 20% on every IA&B education program and have unlimited access to members-only tools and resources and information through a variety of services.

For more information on IA&B membership, call (800) 998-9644 or (717) 795-9100, option 0.

(Program discount excludes CISR and CIC programs.)

Listed below are those companies that strongly support the independent agency system and Insurance Agents & Brokers.

Thank you for your continued sponsorship.

Partners Program 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? To become an IA&B Partner, choose the sponsorship 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.

PLATINUM LEVEL

BRONZE LEVEL

ACUITY Berkley Mid-Atlantic Group Donegal Insurance Group Erie Insurance Group Harleysville Insurance Highmark Casualty Insurance Co Insurance Agents & Brokers Service Group Inc

Aegis Security Insurance Co

MMG Insurance Company Millers Mutual Group Millville Mutual Insurance Co Mutual Benefit Group Ohio Casualty Penn National Insurance Selective Swiss Re The Main Street America Group Utica National Insurance Group

Encompass Insurance

Agency Insurance Company AmWINS Program Underwriters Inc Auto-Owners Insurance Company Briar Creek Mutual Insurance Company Builders Insurance Group Chubb Group of Insurance Companies Countryway Insurance Company First General Services Foremost Insurance Group Goodville Mutual Casualty Company Guard Insurance Group Harford Mutual Insurance Co Hanover Fire & Casualty Insurance Company Insurance Alliance of Central PA Inc Insurance Placement Facility of PA Keystone Insurers Group Inc Lebanon Valley Insurance Company

GOLD LEVEL Progressive

Mercer Insurance Group Merchants Insurance Group Mercury Casualty

SILVER LEVEL

Penn PRIME Municipal Insurance

Access Insurance Company Allied Insurance American Mining Insurance Co Cumberland Insurance Group Frederick Mutual Insurance Co Juniata Mutual Insurance Co PSBA Insurance Trust The Philadelphia Contributionship Westfield Insurance

Rockwood Casualty Insurance

Reamstown Mutual Insurance Company State Auto Mutual Insurance Company TAPCO Underwriters Inc The Brethren Mutual Insurance Company The Motorists Insurance Group The Mutual Service Office Inc Travelers Tuscarora Wayne Insurance Company Zenith Insurance