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8
INTERVIEW WITH ASHLEY STAFFORD
Meet Ashley Stafford, of Williams Insurance Agency in Rehoboth Beach, DE. She shares her passion for introducing young people to insurance careers and offers tips for other agents who’d like to do the same.
11
IA&B MEMBERS NAMED OUTSTANDING CSRs
Meet the three agents named as their state’s Outstanding CSR of the Year by the Risk & Insurance Education Alliance.
12
2024: REFLECTING & PLANNING
IA&B made two significant investments in 2024. Learn how your agency can benefit from Catalyit and the Insuring Careers Certification Program.
18
YOUNG AGENT CONFERENCE RECAP
Review highlights from the 2024 IA&B Young Agent Conference.
MUCH TO CELEBRATE THIS SEASON
I write this intro wishing you the jolliest of holiday greetings. It’s been quite a year, and there’s much to celebrate both at IA&B and for our member agencies.
In this Primary Agent edition, we recognize the Risk & Insurance Education Alliance's Outstanding CSR of the Year winners from IA&B's three state territory – Pennsylvania, Maryland, and Delaware. Each recipient is from an IA&B member agency. Congratulations to these very well-deserving agents.
This issue also highlights two outcomes from the IA&B board and staff’s busy year. The first is no-cost Catalyit subscriptions for all members, a huge benefit for agencies seeking tech guidance. If you’re using the service because of this offering, great – you’re putting that IA&B membership to use! Not sure what Catalyit is, or want to learn how your agency can benefit? Flip to page 12 of this magazine.
The second accomplishment is the Insuring Careers Certification Program. We are proudly on track to launch the program in January. If you have new, unlicensed staff to send – or if you’re just looking for more information – see page 12.
Speaking of the board, you’ll find a directory of board members on pages 16-17. These individuals, as well as our past board members, are the best of the best. In fact, this issue features an interview with one of our newest board members, Ashley Stafford, who definitely is a rising star in our industry. In 2023, she was named an IA&B Mover & Shaker. (If you’re interested in volunteering with the organization, contact IA&B VP-Membership Tim Wonder at 800-998-9644, ext. 351 or TimW@IABforME.com.)
Think of this magazine’s contents as gifts wrapped nicely under the tree. It features celebratory news and exciting projects – some of which took quite some time and effort – but wow, is it rewarding to have everything come together so nicely!
Until next time,
Sarah Brown, CIC, CRM, AFIS Chair of the Board
INSURANCE AGENTS & BROKERS
650 Wilson Lane, Suite 200 Mechanicsburg, PA 17055
191 Main Street, Annapolis, MD 21401 800-998-9644 | IABforME.com
IA&B BOARD OF DIRECTORS
OFFICERS
Sarah Brown, CIC, CRM, AFIS - Chair
Keller Brown Insurance Services | Shrewsbury, PA
Andrew Enders, Esq. - Vice Chair Enders | Harrisburg, PA
MEMBERS
Greg Bennett Famous & Spang Associates Aberdeen, MD
Kate Dawson, CPIA Ferri Dawson Insurance Murrysville, PA
Michael Gaetano
The Hartman Group Montoursville, PA
Bruce D. Kraft, AAI, CIC Arbor Insurance Group Allentown, PA
Debra McAfee McAfee Insurance Agency, LLC Wilmington, DE
Michael McGroarty, Jr., CIC McGroarty & Bradburn Insurance Pittsburgh, PA
Shayne McIntosh, CIC JPI Insurance Associates Dillsburg, PA
Chris Miller, CIC
Miller Insurance Protection Team Jonestown, PA
Michael Papa, CIC, MBA Diversified Insurance Industries, Inc. Hunt Valley, MD
Lisa Parry, CPIA Parry Insurance Langhorne, PA
Bill Purdy Purdy Insurance Agency, Inc. Sunbury, PA
Kent Reynolds, CIC Blue Ridge Risk Partners LLC Hagerstown, MD
David Rivell, CIC, CRM Element Risk Management West Chester, PA
Jason Rodriguez, CIC Prominent Insurance Svcs Wilmington, DE
Donna Roper E K McConkey & Company York, PA
Ashley Stafford, CPIA Williams Insurance Agency, Inc. Rehoboth Beach, DE
Michael Thomas Lighthouse Insurance Svcs Gambrills, MD
NATIONAL DIRECTORS
Mike Ertel (PIA)
The Jacobs Company | Columbia, MD
Diana Hornung, CIC (IIABA)
IOA National, Inc. | Wilmington, DE
Mark Monroe (IIABA)
Griffith Insurance, LLP | West Chester, PA
QUESTION: ANSWER:
WHY IT’S AN ISSUE
DO NOT WAIT
Not only should the policies be delivered, but they should be
Are you a member with a question?
CLAIRE-IFICATION
IA&B Vice President - Advocacy Claire Pantaloni, CIC, CISR
Contact Claire to find the answer at 717-918-9202 or ClaireP@IABforME.com.
One of our producers doesn’t want to deliver the policy to customers because it makes it easier for them to provide a copy to another agent. What can I tell him?
What you can tell him is that failing to send the policy to the policyholder is a significant E&O exposure for him and for the agency.
When there is a dispute over the coverage provided, the insured’s duty to read the policy is one of the first lines of defense in an E&O suit. When the insured is not provided with a copy of the policy, that defense vanishes. The logic is simple: An insured cannot be expected to review the coverage she has and the applicable exclusions, and to voice any questions or concerns with the agent, if she wasn’t afforded a chance to read the policy in the first place. Yes, we all know that few policyholders will read their policies before a claim occurs, but it is irrelevant here. An agency that has not given the insured her policy is giving up the duty-to-read-thepolicy defense, period.
delivered as promptly as possible. Some producers may be tempted to wait and schedule an appointment with the customer to hand over the policy in person. For some busy customers, however, scheduling is easier said than done. Days can turn into weeks, and weeks into months, and the duty to read the policy is once again not triggered.
With the ability to send documents electronically, delivering documents quickly is literally at anyone’s fingertips. Agencies should keep in mind some basic but important facts:
1) Emailing a file in PDF to a customer is an electronic transaction, subject to specific legal requirements. What those entail is a question for another article, but the requirements should be reviewed to ensure your agency is dotting its i’s and crossing its t’s. (Spoiler alert: if you can’t wait for the future article, we have a full resource on our website at IABforME.com/ electronic-transactions to help you do just that.)
2) Any personally identifiable information that is sent electronically should be secured. Privacy laws and regulations have proliferated in the last two decades, and whether you use a dedicated encryption platform or embed encryption in your day-today email exchanges, be mindful of the requirements to protect your customers’ information.
Ultimately, and in addition to providing a defense for the agency, a customer’s prompt receipt of a policy also reflects better on the agency.
This document is not a legal opinion and should not be relied upon as such. The intent of this document is to provide a general background regarding the topic or topics discussed, not to provide legal advice. Producers and agencies should consult an attorney regarding specific situations and specific questions with respect to the topic or topics covered in this document. Neither the Insurance Agents & Brokers nor any of its employees shall be responsible for any errors or omissions regarding any statements made in this document, nor any errors or omissions regarding any statutes, regulations, court rules, and/or any other government documents cited in this document.
Rather listen?
Also available in audio format at IABforME.buzzsprout.com
PROPERTY DAMAGE TO RENTED PREMISES
Logic & Language and Forms & Facts
By: Bill Wilson
‘Tis the season to … rent premises for a holiday party. So, if one of your personal lines insureds rents premises for a holiday party and asks you if their homeowners’ insurance covers them if they’re sued for something, what do you tell them? Here we’ll focus on the two most common broad categories of losses, bodily injury (BI) and property damage (PD).
Homeowners may occasionally rent premises for some sort of social event at any time during the year. It could be a room at a restaurant or bowling alley for a birthday party, a condo association clubhouse for a
Halloween party, a wedding facility for a, uh, wedding, a mountain chalet for an anniversary weekend, or just a hotel room on a vacation trip.
The issue for the purpose of this column is: What if something happens to damage the rented premises and the premises’ owner or management wants to hold the renter responsible? Will that person’s homeowners’ policy respond to such a claim or suit?
Well, of course, given that insurance is not a commodity and no two homeowners’ policies are identical, it depends on the policy. But, for the sake of discussion, let’s
consider the current edition of an ISO HO 00 03 policy.
For this and other policies, always remember to RTFP, for which the clean version is Read The Full Policy. Is there an exclusion that applies? Is there an exception to the exclusion that effectively grants coverage? Is there more than one exclusion (and exception) that might apply?
The bad news is that the ISO HO policy in question indeed does have an exclusion for bodily injury and property damage “arising out of a premises … rented to an ‘insured’ … that is not an ‘insured location.’”
But, note that the exclusion doesn’t apply if the premises is an “insured location.” Is it?
The good news is that the definition of “insured location” includes “any part of a premises occasionally rented to an ‘insured’ for other than ‘business’ use.” Presuming the purpose of the rental is not business related and the premises isn’t rented more than occasionally (whatever that means), then the homeowner’s liability for both BI and PD is not excluded by this policy provision.
However, that doesn’t mean there can’t be an issue with another provision in the policy. And, indeed, there is in the form of another PD-specific liability exclusion that says, “‘Property damage’ to property rented to, occupied or used by or in the care of an ‘insured’. This exclusion does not apply to ‘property damage’ caused by fire, smoke or explosion.”
So, while there is not a specific exclusion for liability for bodily injury for most claims, there is clearly an exclusion for property damage to the rented premises. However, the exclusion doesn’t apply if the property damage is caused by fire, smoke, or explosion.
Unfortunately, there are many ways to damage property that don’t involve burning it down or blowing it up. So, unless the insured is willing to take their chances on no damage occurring, the purchase of something like a special events policy might be in order.
Of course, if someone other than the insured in question is legally liable for the loss, perhaps their HO
Continued on page 19
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717-918-9223 | TimW@IABforME.com
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Q& A with ASHLEY STAFFORD
Ashley Stafford, CPIA, is an Insurance Advisor with Williams Insurance Agency in Rehoboth Beach, DE. Stafford also serves on the IA&B Board of Directors and IA&B’s Delaware Government Relations Committee. In 2023, she was named an IA&B Young Agent Mover & Shaker.
Q. You’re a relative newcomer to the industry. Tell us how your insurance career unfolded!
A. My insurance career has been on the fast track from the beginning. I started as a front desk administrator at Williams Insurance Agency in June 2021. Shortly after, I was asked to start studying for my license, which I earned in October 2021. I quickly moved into an account manager role, and just two weeks later, I was promoted to supervisor, managing our high-value clients – a role I loved. Six months later, I was promoted to manager. After a year in management, I set my sights on becoming an advisor, officially stepping into that position in February 2024.
Q. What does your typical workday look like, and what is your favorite part?
A. My typical workday starts with checking emails, following up on any client inquiries, and making phone calls to prospective clients. Then I usually spend time reviewing policies or preparing quotes for prospects and meeting with them, whether in person or over the phone. I also work on reviewing renewing policies for my current clients to make sure their coverage still fits their needs.
My favorite part of the job is building relationships with my clients. I love the feeling of helping people find the right coverage for their needs, and it’s rewarding when clients trust me to guide them through important decisions. Every day brings something different, which keeps things interesting!
Q. What have you found most surprising about working as an independent agent?
A. One of the most surprising aspects has been the variety and flexibility the role offers. I’ve discovered that I’m able to work with a wide range of clients, each with unique needs and preferences, which keeps things interesting and allows me to continuously learn. Additionally, the freedom to choose the best products and solutions for each client has been rewarding, as it allows me to truly act in their best interest.
Q. You recently partnered with a local school district to introduce students to insurance agent careers. How did it go? And do you have any advice for fellow agents who are interested in volunteering for their local school’s career day?
A. Partnering with the local school district to introduce students to insurance agent careers was a fantastic experience! The students were very engaged, and it was refreshing to see their curiosity about the industry. I made sure to break down the concepts into relatable examples, like explaining how insurance helps protect things they care about—whether it’s a car, a home, or even their favorite tech gadgets. It also helped to show them that being an insurance agent isn’t just about selling policies but also about problem-solving and helping people in their times of need.
For fellow agents interested in volunteering for a school’s career day, I’d highly recommend it! My advice would be:
1. Keep it simple and relatable: Use examples that students can connect with. They may not care about the technicalities of a policy, but they understand protecting something important to them.
2. Be enthusiastic: Your passion can inspire them to consider the industry in a way they didn’t before.
3. Bring visual aids or handouts: Something tangible can help keep their attention and leave a lasting impression.
4. Engage in Q&A: Encourage students to ask questions. This often leads to fun, unexpected conversations and gives you insight into their concerns and thoughts about the future.
It’s a rewarding experience and a great way to give back to your community!
Q. You represented our Delaware members at last year’s Big “I” National Legislative Conference. What was the event like?
A. It was an incredible experience! The event brought together insurance professionals from across the country, all focused on advocating for the industry and addressing the challenges we face. It was a great opportunity to hear from key policymakers and discuss how legislation impacts our work and our clients. Being able to have face-to-face conversations with legislators and make our voices heard on issues like flood insurance reform, the Federal Crop Insurance Program, and permanent small business tax credits was truly empowering.
What stood out to me the most was the level of engagement from everyone involved. It wasn’t just
about listening; it was about actively participating in the legislative process. It reminded me how important it is for us to advocate for our clients and the industry, ensuring that their interests are represented in Washington.
I’d highly recommend the experience to anyone interested in shaping the future of our industry. It’s both educational and empowering, and it reinforces the value of being involved beyond just day-to-day agency operations.
Q. This issue of Primary Agent will be published at year’s end – always a time for reflection and resolution. What has been your biggest professional accomplishment of 2024, and have you set any goals for 2025?
A. My biggest professional accomplishments of 2024 were becoming an insurance advisor and joining the IA&B Board of Directors! This milestone has not only been a significant step in my career but also an opportunity to contribute to the industry at a higher level.
I aim to continue building my clientele and fostering collaborations with fantastic organizations like IA&B. Additionally, I’m passionate about engaging with the younger generation to raise awareness of the diverse
Continued on page
Congratulations to the professionals who received the Outstanding CSR of the Year award in IA&B service states: Pennsylvania, Maryland, and Delaware. All three recipients are from IA&B Member agencies. The Risk & Insurance Education Alliance named them as state winners of the 2024 Outstanding CSR of the Year competition.
The award recognizes the contributions and commitment of those who serve clients within the insurance industry. Recipients are commended for demonstrating outstanding service to their agencies, industry, and community.
IA&B MEMBERS RECOGNIZED FOR SERVICE
Wanda J. Binder, CISR Personal Lines Agent
Brosky Insurance Agency Inc. Allentown, PA
(left to right) Bruce Kraft, of the IA&B Board of Directors; Wanda Binder, Cheryl Butler, and Scott Brosky, of Brosky Insurance Agency Inc.
Julie L. McCaffrey, CIC, CISR Senior Account Manager
CBM Insurance Group New Castle, DE
(left to right): Tim Wonder, of IA&B; Steve Burnett, Julie McCaffrey, and Candi Shoupe, of CBM Insurance Group
Danielle Webber, CISR Elite Client Manager
Maury, Donnelly & Parr, Inc. Cockeysville, MD
(left to right) Karen Robison, of IA&B; Mike Papa, of the IA&B Board of Directors; Danielle Webber, Jessica Causey, and Julie Bush, of Maury Donnelly & Parr, Inc.
Reflecting & Planning 20 24
The past 12 months have been remarkable. While IA&B steadily provided the advocacy, education, and resources upon which member agencies rely, the organization also focused considerably on the future – the future success of member agencies and the future growth of the independent agency channel.
Guided by a long-term strategic plan, IA&B made two significant investments in 2024. The first was in Catalyit, which provides wide-ranging technology guidance for agencies. The second was in the Insuring Careers Certification Program, a wide-ranging industry recruitment and education effort. Read on for highlights and how your agency can benefit.
Harnessing technology isn't easy. We found a solution for you – introducing Catalyit (pronounced: cat-a-lit), a go-to technology resource for independent agencies. All IA&B members receive a free, full-access subscription.
How your agency can benefit:
Catalyit can save your agency time, money, and hassle by providing all the technology guidance you need in one place. Whether you’re considering a new agency management system, vetting quoting platforms, or looking for advice on cybersecurity solutions, Catalyit can help.
Where to begin:
Take Catalyit’s 10-minute Tech Assessment. It immediately provides results, identifying where your agency shines and where there’s room to grow. Then as part of your complimentary subscription, you can schedule a 30-minute virtual meeting with Catalyit Technology Consultant Mark Parrish.
Get started at https://catalyit.com/iab/.
Questions? Contact
IA&B VP-Advocacy Claire Pantaloni ClaireP@IABforME.com 800-998-9644, ext. 604
Do you have a new, unlicensed employee? This program can help you with training. It is designed for newcomers to the industry. It covers the following areas:
▲ Basics of insurance and essential soft skills
▲ State licensing exam preparation
▲ Application of acquired skills to real-life scenarios
How does this certification program work?
▲ It’s online & flexible – students can work at their own pace.
▲ Students have up to six months to complete the program, but it can be completed sooner.
▲ Students have access to an experienced education team for support.
How your agency can benefit:
The Insuring Careers Certification Program can jumpstart your new, unlicensed employees’ careers. IA&B member agency staff can enroll at a discount when the program opens in January 2025. In addition, IA&B will recruit those outside of the industry into the program with the intention of introducing skilled, new talent into the independent agency system.
Where to begin:
Learn how the program works by visiting https://IABforME.com/InsuringCareers.
Questions? Contact IA&B Director of Career Services Heather Ulrich HeatherU@IABforME.com 800-998-9644, ext. 407
IA&B maintains a strong combined statement of financial position with $13.2 million in assets, $10.2 million in member equity, and no third-party financed debt. Almost $908,000 of net operating income is reflected on the combined statement of activity for the year ended March 31, 2024.
IA&B supports the activities that our members value: effective advocacy, timely compliance resources, and quality education. We’re over 980 member agencies strong across three states. During the fiscal year, approximately 655 individuals attended IA&B’s 35 in-person classes, and 6,000 individuals logged into IA&B’s 226 webinars. Additionally, IA&B sells over 1,320 policies for insurance coverage of member and nonmember agencies.
Independent agents’ allegiance to IA&B, combined with our carrier partnerships, supports the financial strength of the organization.
The accountants’ review for the fiscal year ended March 31, 2024 is on file at IA&B headquarters. These statements are a summary of that report.
IA&B FINANCIAL REPORTS
2024-2025 IA&B BOARD
MD
Wilmington, DE
Sunbury, PA
PA
Pittsburgh, PA
Hagerstown, MD
PA
PA
PA
Bill Purdy
Purdy Insurance Agency, Inc.
Greg Bennett Famous & Spang Associates Aberdeen,
Debra McAfee McAfee Insurance Agency, LLC
David Rivell, CIC, CRM Element Risk Management West Chester,
Kate Dawson, CPIA Ferri Dawson Insurance Group Murrysville,
Shayne McIntosh, CIC JPI Insurance Associates Dillsburg,
Michael Thomas Lighthouse Insurance Services Gambrills, MD
Kent Reynolds, CIC Blue Ridge Risk Partners
Mike McGroarty Jr., CIC McGroarty & Bradburn Insurance
Sarah Brown, CIC, CRM, AFIS IA&B Service Group Chair Keller Brown Insurance Services Shrewsbury,
Ashley Stafford, CPIA
Williams Insurance Agency Inc. Rehoboth Beach, DE
OF DIRECTORS
Andrew Enders, Esq. IA&B Service Group Vice Chair Enders Harrisburg, PA
Chris Miller, CIC Miller Insurance Protection Team Jonestown, PA
Mike Gaetano The Hartman Group Montoursville, PA
Michael Papa, CIC, MBA Diversified Insurance Industries, Inc. Hunt Valley, MD
Jason Rodriguez, CIC Prominent Insurance Services Wilmington, DE
PIA (MD)
Mike Ertel AP Benefit Advisors, LLC dba The Jacobs Company Columbia, MD
Bruce Kraft, AAI, CIC Arbor Insurance Group Allentown, PA
Lisa Parry, CPIA Parry Insurance Langhorne, PA
Donna Roper McConkey Insurance & Benefits York, PA
NATIONAL DIRECTORS
IIABA (DE)
Diana Hornung, CIC IOA National, Inc. Wilmington, DE
(PA)
Mark Monroe Griffith Insurance LLP West Chester, PA
IIABA
Over 100 young insurance professionals gathered in Gettysburg, PA on Oct. 28-29 for the IA&B Young Agent Conference. Highlights included sessions on working with different behavioral styles and understanding emerging risks; book and podcast club meetings; panel discussions by lawmakers and insurance carrier leaders; and roundtables with seasoned and successful agents. The event also included the announcement of the 2024 Young Agent Award winners and Mover & Shaker recipients.
Virtual Young Agent Panel
Join us for a virtual panel discussion with the 2024 Young Agent Award winners. Hear their stories, listen to their advice, and even share a few laughs during this agent-to-agent talk.
Friday, Dec. 6 11-11:45 AM
There is no cost for IA&B members to attend. Register: IABforME.com/eventregistrations 800-998-9644, option 1.
COVERAGE
Continued from page 5
policy would respond. But reliance on someone else’s insurance is not a sound risk management practice.
Happy Holidays!
Bill Wilson, CPCU, ARM, AIM, AAM is the founder and CEO of InsuranceCommentary.com and the author of six books, including “When Words Collide…Resolving Insurance Coverage and Claims Disputes,” the highest rated insurance book on Amazon and, according to BookAuthority, the #1 insurance book of all time. He can be reached at Bill@InsuranceCommentary.com.
Rather listen?
Also available in audio format at IABforME.buzzsprout.com
ASHLEY
Continued from page 9
opportunities available in the insurance field, and I hope to remain actively involved in that effort. My primary goal for the upcoming year is to keep learning and growing every day, as I find that continuous development is the most fulfilling aspect of my professional journey.
Q. When you’re not working, how do you like to spend your time?
A. When I’m not working, I love spending time with my wonderful husband, Brad, our three sons –Kyler (18), Carter (13), and Kade (12) – along with our adorable dog, Rocco. We’re all about outdoor activities – beach days, fishing, nature walks, basketball – you name it!
With three teenage boys, I’ve even started playing Fortnite to spend as much time with them as possible. They think it makes me a cool mom, haha!
STATEMENT OF OWNERSHIP, MANAGEMENT, AND CIRCULATION
the preceding 12 months.
NEW & RETURNING MEMBERS
Andrew J Benedict Ins Agency Inc.
Aliquippa, PA
Bradley Agency Broomall, PA
Foresight Insurance LLC North Bethesda, MD
Wolf Insurance Agency Inc. Baltimore, MD For
VISION
A
MISSION STATEMENT
To serve as a driving force to champion independent agency success by educating, consulting, advocating, and fostering community in Pennsylvania, Maryland, Delaware, and beyond.
PRIMARY AGENT
Editor: Karen Robison
KarenR@IABforME.com 717-918-9209
Contributing editors: Jennifer Ross, Megan Fioretta, Sarah Haas
Sales Account Executive: Rebecca Sieg | 717-430-2351
rebecca.sieg@theygsgroup.com
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