Pennsylvania Primary Agent - February 2017 by Insurance Agents & Brokers Service Group Inc

FEBRUARY 2017 | PENNSYLVANIA

THINKING OUTSIDE THE BOX SMALL BUSINESS TIPS

FIRST IMPRESSIONS NETWORK SECURITY WORKPLACE FLEXIBILITY

THERE’S more FOR YOU AT MILLERS.

Take advantage of our deep expertise and creative underwriting solutions. Habitational and commercial real estate are what we know and do best, have the most experience with and greatest expertise in. This helps provide you with a competitive advantage for property and casualty coverages.

HABITATIONAL • Apartment Buildings • Garden Style Apartments • Dwellings (1 to 4 Units) • Housing Authorities • Affordable Housing • Senior Independent Living

COMMERCIAL REAL ESTATE • Mixed Use Occupancies • Shopping Centers/Strip Malls • Office Buildings • Self Storage

To learn more, contact Jonah Mull, Underwriting Leader, at jmull@millersinsurance.com or 717.237.7273.

B US IN E S S OW N ER S PO L I C Y | C O MMER C I A L AUT O | COMME RCI AL UMBRE L L A | L E SSORS RI SK | BUI L DE RS RISK

IN THIS

WORKPLACE FLEXIBILITY AND REMOTE WORK BEST PRACTICES Learn about the benefits of workplace flexibility and considerations for implementation and management.

FIRST IMPRESSIONS LAST Seemingly little things can make a big impression. Take a step back and consider the message that your office’s appearance and staff’s demeanor are sending to customers and prospects.

NETWORK SECURITY: A LAYERED APPROACH More must be done to defend insurance agency networks. A layered approach provides the best defense, and while most of these layers are widely known, they often are not effectively implemented.

IN EVERY ISSUE 2 3 4 6 8 29 32 32 32

Chairman of the Board’s Message Ask Our Experts Preventing Errors & Omissions Coverage Corner State News IA&B Partners Advertiser’s Index My Events Classified Ads

Periodical postage paid at Mechanicsburg, Pa. and at additional mailing offices. Postmaster: Send address changes to Insurance Agents & Brokers, 5050 Ritter Road, Mechanicsburg, PA 17055. Primary Agent (ISSN 1543-3110), Permit # 638-620, Issue # 2017-2, is published monthly by IA&B Service Group Inc., a subsidiary of IA&B.

Copyright 2017. 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 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. 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 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.

CHAIRMAN OF THE BOARD’S MESSAGE

MEMBER RESOURCES FOR TODAY – AND TOMORROW

OFFICERS Chair of the Board

Michael F. McGroarty Sr

Vice Chair of the Board

hen McGroarty Insurance Agency joined what is now IA&B, the year was 1983. I considered a boom box a mobile device, figured “Return of the Jedi” would be the last Star Wars movie I’d watch, and associated our agents’ association exclusively with CE and E&O. My, have times changed! Through the years, as I grew as an insurance professional – and eventually as I assumed my father’s position as agency owner – I began to rely on IA&B in new ways…. I began to look to IA&B for help as a small-business owner. It’s no coincidence that my reliance on IA&B grew over time. Over the years, IA&B expanded its charge, too. And now that I’m on the board, I’ve witnessed the commitment of IA&B leadership and staff to member agencies’ success. I’ve seen how it stretches well beyond the scope of insurance. For example, take the tools that our agents’ association released over the last several years to help us with everything from emergency planning to agency management, marketing and branding to HR. And most recently, IA&B launched an offshoot – an entity called Independent Agency Solutions – to provide agencies with customized consultation on operational and compliance issues. In fact, our office just worked with Independent Agency Solutions to become compliant with Department of Labor regulations. We now have professional job classifications, an up-to-date office manual and much more. The entire process was conducted professionally and quickly. None of us has the time to be proficient in these areas and run our agencies, too. If you’re tired of being concerned about compliance issues, call IA&B to learn more about Independent Agency Solutions. Or call me, and I’ll tell you what a benefit this was for our agency.

Let’s face it: We would love to see into the future, to know what to anticipate and how to prepare. (I mean, no one saw the Star Wars prequels and the sequels coming, right?!) But the next best thing is to have our agents’ association on our side, ready and willing to help us as insurance agents and as small-business owners in the 21st century. n Until next time,

John B. Hollister

Immediate Past Chair of the Board

Robert S. Klinger, LUTCF, CPIA

MEMBERS Emory Stephen Burnett, CIC, ARM Wilmington, Del.

Richard F. Corroon, CPCU Wilmington, Del.

Michael P. Ertel Sr.+ Columbia, Md.

G. Greg Gunn, CIC* Lemoyne, Pa.

Bryan C. Hanes, JD Hagerstown, Md.

David C. King Lancaster, Pa.

Lisa A. Leach Goth, CIC New Bethlehem , Pa.

Douglas A. Loesel, CPCU Erie, Pa.

Crag S. Mader Crofton, Md.

Elizabeth H. Martin, CIC Millersville, Pa.

Mark J. Monroe

West Chester, Pa.

Joseph R. Pastor, CPCU, AAI Oil City, Pa.

Richard M. Rankin, CIC Lancaster, Pa.

April E. Ressler, CIC Altoona, Pa.

Scott C. Rogers, CPIA York, Pa.

Glenn R. Strachan

Ft. Washington, Md.

Bryan S. Willey Dover, Del.

Lawrence A. Wilson, CIC, CPIA, CPCU, ARM** Newark, Del.

J. Marshall Wolff, CIC, CPCU Easton, Pa.

* Pa. IIABA National Director ** Del. IIABA National Director + Md. PIA National Director

Michael “Mike” F. McGroarty Sr. Chairman of the Board

INSURANCE AGENTS & BROKERS 5050 Ritter Road | Mechanicsburg, PA 17055 800-998-9644 | IABforME.com

FEBRUARY 2017

Ask Our Experts Question: Do federal and state laws require employers to pay employees for time taken off for jury duty?

Answer:

s both employers and employees know, jury duty escapes no one. However, whether or not you are required to pay workers’ regular wages while they’re on jury duty depends. NON-EXEMPT EMPLOYEES UNDER THE FAIR LABOR STANDARDS ACT (FLSA) AND THE LAWS OF DELAWARE, MARYLAND AND PENNSYLVANIA: While approximately eight states have laws which require an employer to pay all or a portion of an employee’s regular wages when an employee serves on jury duty, neither the FLSA nor our three states’ laws require employers to pay nonexempt employees for any time off from work which is taken in order to fulfill that employee’s jury duty obligation. However, while there may be no requirement to pay an employee for responding to a jury summons or serving on a jury, federal and state laws prohibit employers from discharging, threatening to discharge, penalizing, threatening or otherwise coercing an employee because of the employee’s jury duty.

WHEN DO YOU HAVE TO PAY AN EMPLOYEE FOR JURY DUTY? If an employee is exempt under the Fair Labor Standards Act (FLSA) and he or she is required to report for jury duty, employers are prohibited from making any deductions in pay during any week in which the employee performs any work. For example, if the employee reports to jury duty for three or four days during the week, or performs a couple hours’ worth of work several days during that week, the employee would be entitled to be paid his or her full salary for that week. If, however, that exempt employee reports for jury duty for an entire week, and performs no work during the week for the employer, the employer is not required to pay the exempt employee for the week. n

Don Bankus, our legal affairs manager, provided this month’s answer.

Have a question? Ask our experts! Rely on our experts to answer your most perplexing questions. Visit the Ask Our Experts section of IABforME.com (find the link in the website footer) to submit your question and review answers to other frequently asked questions. Or email your question to us at IAB@IABforME.com. We look forward to hearing from you.

PREVENTING ERRORS & OMISSIONS

WHEN SHOULD A CLAIM OR INCIDENT BE REPORTED TO MY AGENCY’S ERRORS & OMISSIONS CARRIER? By Daniel J. Hammond, CPCU, AIS, AIC, AINS, ARe

as the following thought ever crossed your mind?

“Yikes, I wonder if I should report this to my Errors & Omissions (E&O) carrier?” The answer to that question is a resounding YES! Do not delay. Do not wait and see. Report it to your E&O carrier right now. Your E&O claims adjuster will determine coverage and whether the situation rises to the level of a claim or if it should be recorded for notice purposes.

Failure to report an incident to your carrier may put your E&O coverage in jeopardy. It could also make the claim investigation process more difficult, as it may no longer be possible to inspect damages, memories may fade, important witnesses may change employment or move away, and documents may be lost.

Here are some examples of what you should report to your E&O carrier.

When you read the claim reporting provisions of your E&O policy, you will likely find phrases such as “as soon as practicable,” “as soon as possible,” or “immediately.” These are words to remember.

• A summons and complaint

FEBRUARY 2017

• A subpoena requesting your deposition and/or a copy of your agency file • A letter alleging you have made a mistake and/or making a demand for money or services • A conversation with a client in which the client alleges you have made a mistake • Any situation in which you believe you have made a mistake

Your E&O policy conditions likely specify that your claim report should be in writing and likely include a list of the details that should be included in your report. Your E&O carrier may also have a claim reporting form that takes the guess work out of what information to report. In the policies issued by the companies of the Utica National Insurance Group, a claim generally means a written demand from your client alleging you have made an error. In addition to providing Utica National with notice of any claim, the Utica National policies require that you provide notice of any error the agency becomes aware of which may result in a claim. Your claims adjuster will refer to this situation as an incident – where the agency thinks an error may have been made but no demand has been given to the agency. If an incident is reported, your Utica National claims adjuster will call you to discuss the options, collect information from you and create a record of your report. If you are concerned that reporting an incident to Utica National will impact your renewal premium and you think it would be better to wait to see if it turns into a claim, rest assured that incident reports have no impact on your renewal premiums. Don’t take a wait-and-see approach when you have an E&O claim or a potential E&O claim. Report it at your earliest opportunity! n Daniel J. Hammond, CPCU, AIS, AIC, AINS, ARe provided this article on behalf of Utica National Insurance Group. Our sales center is the exclusive agent for the Utica E&O program in Delaware, Maryland and Pennsylvania. For questions regarding this article or your E&O coverage, contact IA&B at 800-998-9644 or IAB@IABforME.com.

FRESH LOOK AT E&O PREVENTION IF YOU or your employees hold the CISR designation, take note of this year’s William T. Hold seminars, including “Protect your client, protect yourself.” The course will address the most frequent charge in E&O claims against agents: You didn’t give me the right insurance. The program explores coverage claims, as well as E&O claims, to learn the cause of the problem and what could have been done to better protect the client and the agency. Feb. 23 – Hagerstown, Md. March 7 – York, Pa. March 8 – Wilmington, Del. March 29 – Mechanicsburg, Pa. May 24 – Pittsburgh, Pa. June 7 – Philadelphia, Pa. Aug. 23 – Reading, Pa. Sept. 20 – Mechanicsburg, Pa. Sept. 21 – Allentown, Pa. Oct. 11 – Wilkes-Barre, Pa. Oct. 12 – Lancaster, Pa. Oct. 24 – Altoona, Pa. Dec. 6 – Hagerstown, Md. Dec. 7 – Baltimore, Md.

IABforME.com/CISR

COVERAGE CORNER

WAIVERS OF SUBROGATION By Jerry M. Milton, CIC

hat is “subrogation”? Black’s Law Dictionary defines “subrogation” as follows: The substitution of one person in the place of another with reference to a lawful claim, demand or right, so that he who is substituted succeeds to the rights of the other in relation to the debt or claim, and its rights, remedies, or securities. Insurance companies, guarantors and bonding companies generally have the right to step into the shoes of the party whom they compensate and sue any party whom the compensated party could have sued.

When one party (“A”) waives recovery against another party (“B”), then A has voluntarily given up its right to sue B. Therefore, if A incurs a loss which is caused by B, and A’s insurance company pays for that loss, the insurance company no longer has the right to recover from B. Since A cannot sue B, neither can its insurance company. The Insurance Services Office (ISO) CGL, Business Auto and Commercial Property forms allow the insured to waive recovery against others prior to a loss. In addition, the Commercial Property forms permit the insured to waive recovery

FEBRUARY 2017

against certain other parties (another insured, a business owned by the named insured, a business that owns the named insured, or the insured’s tenant) after the loss. The Workers Compensation And Employers Liability policy does not permit the insured to waive recovery without written permission of the insurance company, which means an endorsement. Do these waivers work? Not always. A recent Texas Court of Appeals decision is an example. The case before the court was Insurance Co. of the State of Pennsylvania v. Exxon.

Kevin Roberts and Arturo Munoz were injured in January 2013 while working for Savage Refinery Services at Exxon Mobile’s Baytown, Texas plant. A tank exploded and a discharge of hot water seriously burned both of them. Savage’s workers’ compensation insurer, Insurance Company of the State of Pennsylvania (ICSP), paid them nearly $700,000 in benefits. Roberts and Munoz then sued Exxon Mobile. Exxon Mobile added ICSP as a thirdparty defendant to allow the court to determine its subrogation rights. Despite the fact that ICSP’s workers compensation policy had a waiver of subrogation endorsement attached, ICSP was asking the court to allow it to subrogate and seek reimbursement of the benefits it paid. The contract between Savage and Exxon Mobile stipulated that Savage would obtain certain policies of insurance and obtain waivers of its insurers’ subrogation rights against Exxon Mobile. Paragraph 14(a) included the following wording: Savage and its insurer providing coverage in this Section shall waive all rights of subrogation and/or contribution against Exxon and its affiliates to the extent liabilities are assumed by Savage. In complying with paragraph 14(a), Savage obtained workers’ compensation insurance from ICSP which was endorsed with the Texas Waiver Of Our Right To Recover From Others Endorsement (WC 42 03 04) which reads as follows: We have the right to recover our payments from anyone liable for an injury covered by this policy. We will not enforce our rights against the person or organization named in the Schedule, but this waiver applies only with respect to bodily injury arising

out of the operations described in the schedule where you are required by a written contract to obtain this waiver from us. Note: The NCCI Waiver Of Our Right To Recover From Others Endorsement (WC 00 03 13) has the same wording. The contract required Savage to indemnify Exxon Mobile for any bodily injury claims that were attributable to Savage’s own negligence. Exxon Mobile agreed it was solely responsible for the injuries to Roberts and Munoz. The court, therefore, held that Savage was not required to obtain the waiver because it only applied to the extent liabilities were assumed by Savage. No liability was assumed by Savage in this case, so there was no waiver of subrogation. The existence of a waiver of subrogation endorsement doesn’t necessarily mean you can’t subrogate. What does the contract say? Y’all take care! n

MORE COMMERCIAL LINES CHALLENGES IF YOU or your employees hold the CISR designation, take note of this year’s William T. Hold seminars, including “Commercial Lines Challenges.” In addition to cyber liability and contractors equipment/ builders’ risk marine lines, the program covers additional insured concepts and endorsements – including the waiver or subrogation concept and how it applies to the CGL coverage form. March 21 – Philadelphia, Pa. April 12 – Altoona, Pa. May 31 – Mechanicsburg, Pa. June 1 – Baltimore, Md. July 11 – Frederick, Md. July 18 – Lancaster, Pa.

Jerry M. Milton, CIC, teaches and consults on industry issues. The legal profession recognizes him as an expert on insurance coverages. He also serves as our education consultant, working with our CISR, CIC and continuing education programs. Catch him at one of our upcoming seminars: IABforME.com/MyTraining.

Aug. 30 – Salisbury, Md. Sept. 6 – Pittsburgh, Pa. Sept. 26 – Dover, Del. Oct. 23 – Reading, Pa. Nov. 2 – Erie, Pa. Nov. 28 – Philadelphia, Pa. Dec. 12 – Mechanicsburg, Pa.

IABforME.com/CISR

STATE NEWS

SHEDDING LIGHT ON COAL MINING WORKERS’ COMP RATES Pennsylvania coal mine employers and operators could see a slight decline in workers’ compensation rates this spring. The Coal Mine Compensation Rating Bureau of Pennsylvania proposed an overall average 3.7 percent decrease in loss costs to take effect April 1, 2017. At the time this issue of Primary Agent went to print, the Pennsylvania Insurance Department was reviewing the lost cost filling and written comments on it. In addition to the -3.7 percent change in manual loss costs, the proposal requests the following changes: • -2.1 percent for traumatic

DISTRACTED DRIVING AS A RATING FACTOR What if your auto insurance rates were based in part on your phone use while driving? There’s an app for tracking that – and its scoring mechanism recently received approval from the Pennsylvania Insurance Department and the New Jersey Division of Insurance. Usage-based insurance (UBI) could be heading in a brave new direction thanks to TrueMotion’s proprietary Distracted Driving Score. Per the company’s press release: This is the first-ever usage based insurance score that captures and scores a driver’s actual distraction habits (talking, texting, app use and other i nteractions with a smartphone), enabling insurers to incent and reward safe driving…. [It] includes an actuarially sound score and the associated state-approved regulatory rating and forms. According to company, nearly three in four drivers decrease use of their phone while driving after they download the TrueMotion app. TrueMotion is waiting on approval of its Distracted Driving Score in three additional states and intends to file throughout the country. While UBI began about a decade ago in the United States, the concept has evolved with technological advancements. As described by the NAIC and The Center for Insurance Policy and Research, several UBI variations now exist: pay-as-you-drive, pay-how-youdrive, pay-as-you-go and distance-based insurance.

• -16.9 percent for state occupational disease • -2.4 for federal occupational disease CMCRBPA.com

SPURRING THE SEARCH FOR LOST LIFE INSURANCE POLICIES Locating lost life insurance policies now is a smoother process. Insurance Commissioner Teresa Miller announced late last year that the Pennsylvania Insurance Department (PID) expanded its previously limited assistance and began utilizing a new process that allows for a “comprehensive search of insurers.” HOW THE PROCESS WORKS The new service is offered in conjunction with the National Association of Insurance Commissioners (NAIC), which launched its Life Insurance Policy Locator application in late summer.

FEBRUARY 2017

The steps follow: 1. A Pennsylvania resident who believes he could be a beneficiary of a deceased person’s life insurance policy files a request with the NAIC. 2. The NAIC sends the request to the PID. 3. The PID requests that all life insurance companies doing business in the state search their databases. 4. If a policy is found and the requestor is the beneficiary, the PID asks that the insurer notify the beneficiary. Within the first month of utilizing the NAIC service, the PID received 123 requests.

WORKERS’ COMP RATES COULD SLIDE Workers’ compensation rates appear poised for a decrease this spring. The Pennsylvania Compensation Rating Bureau (PCRB) late last year proposed an overall average 6.21 percent decrease in loss costs to take effect April 1, 2017. At the time this issue of Primary Agent went to print, the Pennsylvania Insurance Department was reviewing the loss cost filing and written comments on it. Of note, PCRB’s original loss cost filing – submitted in mid-November – called for an overall average decrease of 6.08 percent. The corrected filing reflects the change in loss costs prior to the application of various assessments and credits.

The last change in loss costs, which took effect on April 1, 2016, reflected an overall average decrease of 0.90 percent. As with all filings, individual classifications saw increases and decreases. PCRB.com (select Filings from the left menu)

WELCOME NEW MEMBERS AYRES INSURANCE AGENCY INC. King of Prussia, Pa.

555 #IABVISITS DOWN, 701 TO GO Our campaign to connect with member agents continues in 2017! We wrapped up last year with 555 member agency visits in the bag, putting us well on our way to our goal of stopping by each member agency in Delaware, Maryland and Pennsylvania. Reflecting on our visits, we’ve learned how diverse you, our member agencies, are – from staff complement, office space and customer base; to lines of business, agency operations and carrier appointments.

Hank, who resides outside of Steely & Smith Insurance in Doylestown, won for most spectacular "office pet" seen during our visits!

But we’ve also noted similarities in your strengths, struggles and even your needs from IA&B membership. What began as an effort to simply thank you for your membership and ask if there’s anything else IA&B can do for you has led to a cultural shift in our organization. If you haven’t noticed yet, we hope you will soon: Our efforts are more member-centric and better aligned with your needs than ever before.

Cafe Lombardi's -- owned by TriCounty Assurance Services Principal Tom Lombardi — offered a fantastic post-agency-visit lunch spot.

Thank you to those who welcomed us into your offices and spent time with our team. If your agency is not among the nearly 45 percent of our membership that we’ve already visited, watch in the months ahead for an IA&B staffer or two to knock on your door. As always, you can follow along in Agent Headlines and on Twitter (#IABvisits) as we document our trek through the region.

Len Garza, of the Premier Group in Cheltenham, gave IA&B staffers a tour of his agency, housed in a converted Victorian home.

Modern technology – secure remote connectivity, the Cloud, collaborative software, VoIP phones, and “Bring Your Own Device” (BYOD) – is disrupting the way we work and providing opportunities for remote out-of-office work. Learn about the benefits of workplace flexibility and considerations for implementation and management.

FEBRUARY 2017

WOR K PLACE FLE X I B I LITY AND REMOTE WORK BEST PRACTICES By Sharon Emek, Ph.D., CIC

any managers and employees are already working outside the office using their personal devices, but typically on an ad hoc basis without clearly written remote work best practices. Employers may have implemented security measures to protect their systems and data, but they rarely address the larger trend issue of remote work, also referred to as telecommuting. Remotework best practices is not just about technology and security; it is also about the needs of people and companiesâ&#x20AC;Ś. Technology has transformed every part of our work and life. The 9-to-5 workday has been rapidly disappearing as more employees do some of their job outside the office. According to a recent study done by the Society for Human Resource Management (SHRM), 59 percent of U.S. employers allow employees to work from locations outside the office. This trend will continue to grow. Some employers still believe that a flexible work arrangement is strictly an employee benefit, but most have recognized that giving employees the ability to work outside the office has made employees more productive and has greatly benefitted the business. It has also led to the blurring of personal and work life and the expectation that we must always be available.

To keep and attract talent, all companies will need to have a policy with best practices to accommodate work flexibility.

FEBRUARY 2017

Although BYOD (using personal smart phones, tablets, laptops to work from anywhere) has been effective by making organizations more responsive and efficient, managers still have not overcome their concerns about employees working remotely. Many still believe that they can only manage people if they are physically in the office where they can see them, but research has shown that managing people by sight doesn’t guarantee productivity or quality outcomes. The new prevailing philosophy focuses on results, on meeting goals and completing tasks on time, whether all the work is done in the office, in a combination of in-office and remote work or totally remote. The new best-practices management approach focuses on outcomes, not suppositions. The emphasis is on flexible work arrangements and on finding and keeping talent, which may mean accommodating diverse physical locations and nontraditional worklife fit arrangements. According to the American Staffing Association’s Workforce Monitor statistics, SHRM and other research, for most employees, work-life balance and schedule flexibility rank higher that pay. THE THREE TYPES OF REMOTE WORK ARRANGEMENTS There are basically three types of remote work. • As-Needed Remote Work – someone who needs to work from home on an as needed basis or a company emergency situation, e.g., a sick child or a snow storm • A Flexible Work Arrangement – someone who works from home part of the time on a regular basis

WAHVE OF THE FUTURE BY HIRING remote workers you greatly expand your applicant pool. Work At Home Vintage Experts (WAHVE) – the brainchild of Sharon Emek, the author of this article – simplifies the process of employing remote workers. Here’s how: The right fit. WAHVE staff are experienced, skilled insurance professionals who are retired from the industry but choose to continue working from home (“pretirees”). WAHVE checks their references and backgrounds and then personally assigns them to your agency based on their work history and your agency’s specific needs. The details ironed out. The contracted workers use secure, remote-access technology set up by WAHVE. Whether it’s full customer service work or process work in support of CSRs, account managers and producers, WAHVE staff have the appropriate equipment (including standard dual monitors). Learn more – including about the IA&B member discount on the one-time set-up fee.

IABforME.com/WAHVE

• A Remote Worker – someone who works from home 100 percent of the time As-needed/on-demand remote work Every company faces a number of attendance issues. They can range from: • Office power outage • Inclement weather • An employee is ill • An employee has a sick family member • An employee has a personal appointment or home maintenance need requiring him/her to be at home

For an organization to function optimally, it should provide all employees with the option to work from home temporarily. If staff cannot get to the office because of inclement weather or if an employee has to stay home to care for a sick child, they should be able to work from home and not lose a personal day. By not providing all employees the ability to work remotely on an as needed basis, agencies lose valuable hours of productivity. Today, no one – not an employee or an employer – should lose valuable time if an employee misses a day in-office for a legitimate reason. By not allowing people to work from home on an asneeded basis, employees lose personal days; staff who cover feel overwhelmed; customers do not get the service they need; and the returning employee needs to play catchup. Everyone loses. Flexible work arrangements Flexible work arrangements accommodate the needs of employees and agencies. More companies are recognizing that to keep talent, they need to accommodate the life needs of their employees. Work-life fit comes in many sizes, such as: • Arriving later to work to see kids off to school, then working core hours at the office, returning when kids come home from school and working at the end of the day to complete the hours needed for finishing the day’s work • Working from home one, two or three days a week to meet family and work obligations A remote worker As local talent has become more difficult to find, companies have recognized that a fully remote, qualified employee may be another option for recruiting talent. A fully remote worker works from a home office and may never or rarely come to the office. With the proper setup, qualified remote workers are highly productive. There are a few reasons why an employer should consider a remote worker: • Many employers have experienced the all-too familiar conversation with a productive employee who explains that she/he needs to resign because she/he is moving. Finding a qualified replacement and transferring the client relationship is far more difficult than setting up the employee to work from home. And for the employee, finding a new, satisfying job may be very difficult. With today’s technology, no excellent employee needs to resign because she/he is moving.

• Many employers can’t find the talent within driving distance to their backyard. An experienced remote worker is more effective and far less costly than settling for a revolving door of the wrong talent. CREATING A SUCCESSFUL REMOTE WORK PROGRAM An effective flexible remote work program must meet the needs of the company and the individual. A flex-work arrangement is of course not for every employee. Some people prefer only working in the office and some don’t have the discipline to work from home. From a pragmatic and customer-service perspective, all companies should implement the “As Needed/On-Demand Remote Work” option. It is the easiest to implement, monitor and see results. These are some recommended steps management should take in determining what options might work for the organization. 1. Evaluate each of the positions and determine if an employee’s physical presence is required full-time, part-time or never, except for periodic meetings. 2. Decide which remote work programs might be viable work options for you. 3. Identify which employees have sufficient institutional knowledge and experience to be considered for a flex/ remote work arrangement. 4. Evaluate the different communication and collaborative tools such as Skype and GoToMeeting. 5. Develop a guide for each type of remote work option. 6. Decide on a pilot program and on a trial group of staff for the pilot. For example, the pilot program might allow a trial group to work from home one day a week, scheduling the home days on different days so that they are not all working from home on the same day. 7. Schedule a company-wide meeting to discuss flex-work arrangements and the positions and level of experience that a flex-work arrangement would be suited for. Afterwards, have managers meet with each of their eligible staff to determine the level of interest in a work-flex arrangement. 8. Train the entire staff on how to use the communication and collaborative tools. 9. Implement, monitor and evaluate the pilot program.

FEBRUARY 2017

BUSINESS PACKAGE ENHANCEMENTS

C Y B ER LI A B I LIT Y A N D DATA B R E ACH R E S P O N S E COV ER AG E Any business handling customer data will, sooner or later, be confronted with the challenge of a data breach. It’s not a matter of “if” but “when.” A data breach isn’t always a disaster. But mishandling it is. Your customers trust your business to keep their personal data secure, and you have too much to lose to risk mishandling it.

Give us a call. We can help you build your commercial book of business.

www.grinnellmutual.com

Below are some of the key areas to include in the remote work guide. Crucial are the home office setup and security, which are further outlined below. • A description of the various remote work arrangements; • Corporate policies and procedures for remote work; • Company-wide and department meeting times; • Rules and guidelines for family during work hours, such as interruptions, noise, etc.; • Child-care policy; • Home office setup requirements; • Security requirements; and • Home computers maintenance guideline. Include helpful hints for employees when they work from home, such as • Taking quick periodic breaks • Taking time to eat lunch • Know when to stop and log out • Reinforcing work rules with family, friends and neighbors The home office Whether an employee works at home on an as needed home-life basis, on a regular flex-schedule or full-time telecommuting, a home office should be setup in a separate room where the door can be closed so as not to be disturbed while working. Most homes today already have some type of home office setup. The home office should include the following: • A desk large enough for computer and other equipment. • A PC or laptop with a minimum of 4GB RAM, a webcam, speakers and a second monitor. Hardware requirements can vary depending on the remote connection setup desired. • Multiple monitors for efficiency. • High speed modem with a wireless router. The download (DL) and upload (UL) speed should be sufficient to support both the remote applications required and an internet phone. The current recommended DL speed is 50 mbps and upload speed 20 mbps.

• A smartphone or VoIP handset or headset. Most companies today use a VoIP phone systems A VoIP phone system can provide the ability for calls to be forwarded to a smart phone, transcriptions of the call in an email, and the use of a handset or headset through a wireless internet router from a remote location. For flex-work and full remote work arrangements, the employee should be provided with a VoIP handset or headset. This acts like an extension on the company’s phone system. • For the best connection possible, outdated equipment should be replaced. Cable modems from internet providers are typically available to be swapped out at no charge. Cable modems should be replaced every year or so. Router technology has advanced significantly in recent years, and newer models offer tremendous speed and reliability over their predecessors. Security Security should not be left to the employees to implement on their devices. Security should be controlled and managed by the employer. 1. For employees who may occasionally work from home, provide them with remote access from their home computer to their office desktop. 2. For employees who work from home a few days a week or all of the time, provide them with a dedicated inexpensive laptop that is secure and setup just as you would an employee’s desktop at the office. 3. Basic security measures should be implemented whether a company supplied laptop or an employee’s home desktop or laptop is used: • The user sign-on must have a strong password with a minimum of eight characters, including a combination of capitals and lower case letters, numbers and a special character. If there are others in the household who use the desktop or laptop, they must have a separate sign on. • The desktop or laptop must be configured to manually enter passwords to the organization’s system and any website logins. • Client information is confidential. If there are others in the household using the same desktop or laptop, the employee must sign off the remote session or business applications whenever the employee leaves her/his desk.

FEBRUARY 2017

There when it matters most to agents.

TECHNOLOGY

Donegal knows “ease of doing business” is important to any independent agency. That’s why Donegal focuses on providing superior technology, including mobile apps for agents and customers as well as fully automated web-based systems for Personal, Commercial and Farm Lines, to give our agents optimal efficiency in quoting and issuing policies. But offering advanced technology equal to any national carrier isn’t enough. Donegal interacts with our agents to constantly look for ways to enhance our technology offerings. Delivering superior technology, another way Donegal is “There When It Matters Most” for independent insurance agents.

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• Login details and passwords should not be written on pieces of paper and never written on a post-it and stuck to a computer screen.

Some helpful tips • Rotate days at home so that a certain percentage of staff is always in the office or schedule mandatory days in the office.

• The employee must have a secure, private wireless connection.

• Make sure expectations are clear.

• Microsoft and operating system updates should be working properly and updating automatically.

• Check productivity and performance regularly to determine if it is not working for someone. A flexible or remote work arrangement may not be right for everyone.

• A paid version of anti-virus software should be installed and renewed annually.

• Keep remote workers in the loop just as if they were in the office.

• A Microsoft firewall, or another firewall that may come with the antivirus, should be on and active.

• Establish consistent methodology for communicating.

• If provided laptop, the employee should not be allowed to download other applications without permission. If the employee uses her/his own desktop or laptop, the policy should be that employee can only download applications that come from reliable sources. Because applications (e.g., games, mobile apps, coupon sites) may contain viruses or malware, it's important to know and trust the source of an application before downloading it. • Clear procedures should be written and followed for logging off and closing the computer when not in use.

MAKING IT WORK The following management principles are essential to a successful flexible remote work program; they are also the qualities of good management for all employees.

• Not communicating on a regular basis • Not inviting remote staff to meetings

Whether employees are in the office or working from home, if you provide them with clear expectations, realistic metrics for success based on results, and the proper tools to get the work done, they will get it done. SUMMARY To keep and attract talent, all companies will need to have a policy with best practices to accommodate work flexibility.

• Clear, precise and measurable goals

Research has clearly shown that for most employees who have any type of remote work arrangement, they:

• Results-based performance evaluation

• Met their goals more reliably

• Clear expectations about work schedule availability

• Were more productive

• Consistent and uniform methodology for communicating regularly

• Were happier

• The right tools to get the work done

Some pitfalls to avoid • Avoid micro managing, the No. 1 deterrent to productive and successful remote work

• Not spot checking the actual work being done

• Establish a periodic schedule to check all remote devices.

• Strong committed managers

• Use Skype for instant messaging and video capability to talk instead of email or phone for all staff whether remote or in-office.

• Not checking the activity reports to see productivity

• Educate and train employees on security issues and requirements.

• A team culture

• Have the staff add their photos to Outlook and Skype.

• Were healthier • Experienced less stress

FEBRUARY 2017

Businesses have benefitted greatly as well with increased productivity, talent retention and lower overhead. We all recognize that the latest advances in technology have disrupted many industries; but we haven’t fully recognized how it is disrupting how and where we work as well as how we will manage people. All businesses will need to adapt to flexible work arrangements to find and keep talent and will need to adapt to managing people without borders. New employee generations will expect it, and because we are living longer, so will older employee generations expect it as they will work beyond the historical 65-year retirement age. The future work paradigm will be that the right work with the right person can be done from anywhere.

Sharon Emek, Ph.D., CIC, is the CEO and founder of Work At Home Vintage Experts (WAHVE), an innovative contract staffing talent solution. WAHVE matches retiring insurance professionals leaving the regular workforce to insurance firms to meet their fullor part-time staffing needs. Insurance firms benefit by improving productivity and lowering costs. WAHVE’s unique qualifying process and technology platform match the right “pretirees” wherever they may live to the needs of insurance firms wherever they are located. WAHVE bridges the gap between insurance firms’ staffing needs and seasoned professionals’ “work-life” balance preferences as they phase into retirement. WAHVE.com

Editor’s note: The complete “Workplace Flexibility and Remote Work Best Practices” report is available from the Agents’ Council for Technology (independentagent.com/ACT). This portion was reprinted with permission from WAHVE. n

Webinar:Layout 1 1/3/17 3:27 PM Page 1

Agents are warming up to webinars. These upcoming webinars can be a convenient alternative to our classroom training: Cost: $75 IA&B members $105 non-members __________________________ CE: Approved for 3 credits (NO EXAM REQUIRED)

Read more and register at

IABforME.com/webinars.

Feb. 1 Feb. 7 Feb. 13 Feb. 14 Feb. 24 Mar. 1 Mar. 7 Mar. 14 Mar. 22 Mar. 24 Mar. 28 Mar. 29

The Homeowner and Auto Marketplace Personal Lines Complications Certificates and Additional Insureds Time Element for Commercial Risks Contracts, Hold Harmless, Additional Insureds, etc. Additional Insureds: The Quandary Cyber Exposures & Insurance Solutions Executive and Management Liability Top 12 Coverage Countdown Insurance is a Foreign Language Problem Commercial Property Claims Commercial Liability Endorsements to Watch For

FEBRUARY 2017

SWEEP PROSPECTS OFF THEIR FEET AGENCY TIPS FOR A POSITIVE FIRST IMPRESSION By Karen Robison

Seemingly little things can make a big impression. Take a step back and consider the message that your office’s appearance and staff’s demeanor are sending to customers and prospects.

n walks your 3 p.m. appointment – Tina, a prospect. She’s an ambitious entrepreneur in search of an agent to protect her new business venture. Tina has poured her heart and soul (not to mention her savings) into her business. So naturally she wants to work with an agency that will provide her and her company with the very best service and support. You met Tina at a recent charity event, where you struck up conversation and hit it off. Since then, you’ve spoken with her on the phone twice and spent several hours researching her industry, tracking down appropriate coverage questionnaires and preparing a comprehensive proposal. Tina’s business has great growth potential – not to mention how well connected Tina is in the community – so you’re determined to land this account. And after the work you’ve put into it, you feel confident.

Don’t underestimate the impact of your office appearance on customers – or especially on prospects.

As you approach Tina, you can’t help but notice that something’s different: She’s distracted, slightly unnerved. You follow her gaze to the leaning tower of files lining the far wall … to the receptionist’s overcrowded desk … to the worn carpet leading down the hallway. Suddenly, your confidence wanes.

FEBRUARY 2017

FRESH EYES It’s human nature to look past what we see day in and out. That pile of magazines. The mismatched logos. The peeling wallpaper. But don’t underestimate the impact of your office appearance on customers – or especially on prospects. When they walk into your agency, the visual impact is immediate, creating an impression before your staff even has the opportunity to greet them. In his Rough Notes article, “First impressions: Agency principals should set the office standard,” insurance agency consultant Troy Korsgaden recommends stepping back and viewing your agency with fresh eyes: Pretend you're the customer, then walk into your own agency…. Is the reception area clean, neat and comfortable? Does the ambiance project a professional image? I cannot stress strongly enough how important the neatness factor is. When you walk into a business that is disorganized or untidy, what message do you get? There may be a pile of newspapers on the couch, or used coffee cups languishing on a table. The message I get is that this business owner cannot even keep his/her own business under control, and is probably not capable of keeping my business organized.

POWER OF 30 SECONDS DOES YOUR agency have a standard greeting when you answer the phone? Does your receptionist have a pleasant phone demeanor? The first 30 seconds of any inbound sales call sets the tone for the entire customer experience and will make or break your ability to close the deal. Teach (or remind) your staff about the do’s and don’ts of inbound sales calls with the new online training program, “Power of 30 Seconds.” The 30-minute training is complimentary for members through our affiliation with the Big “I”. IndependentAgent.com/30Seconds

BABY STEPS A complete office makeover likely isn’t in your budget, nor is it necessary. A fresh coat of paint or updated window coverings can go a long way. As can the following: • Additional storage – You don’t need to break the bank on furniture; you just need to find a “home” for everything. In fact, your office furniture doesn’t necessarily need to be new, just new to you. Many communities have stores that sell second-hand book cases, filing cabinets and workstations. And don’t overlook craigslist and eBay. • Cleaning service – If you rely on yourself or your staff to clean the office, chances are that competing tasks take priority. Ask local, small-business owners for recommendations of professional cleaners. Then interview the contenders. (Don’t forget to ask if the company, its employees and its vehicles are insured!) • Decor – An update (or addition) of framed artwork can quickly transform your office’s appearance. Coordinate

colors and frames, but don’t spend a fortune. Also consider options (a simple bulletin board can suffice) to display your customers, their charitable works and your agency’s own community involvement. Don’t forget your office’s curb appeal either. Revisit your agency signage for traces of fading and overall wear and tear. And if you have a private, outside entrance, consider the impact of simple things like pulling weeds, trimming shrubs and adding a flower pot, garden flag or welcome mat. PERSONAL CONNECTION Another critical component in establishing customers’ and prospects’ impression of your agency is their initial interaction with your agency staff. This includes telephone etiquette – a learned skill that is necessary for everyone on staff.

producer, consider his or her role in welcoming and assisting customers and prospects. BOTTOM LINE You can have the access to the hottest markets and write with the best carriers. Hire the most aggressive producers and run the most productive agency. But if your customers and prospects don’t feel confident in your agency and comfortable with your staff, nothing else matters. Consider what message your office and staff are sending and how you could improve it. n Karen Robison is public relations director for IA&B.

Korsgaden in his article shares simple yet “hot tips” for phone calls, including: • Use an incoming call script. • Smile while you’re on the phone.

PITTSBURGH I-DAY

• Always thank the person for his/her call. • [When taking a message, always] inquire as to the subject matter of the call, document the name, phone number and the reason for calling. Beyond the telephone, the in-person greeting that customers and prospects receive plays a vital role in their assessment of your agency. Independent agent and agency consultant Chris Paradiso advocates for hiring a “director of first impressions.” In his Paradiso Presents blog, he shares: In some businesses, people use the director of first impressions for a prestigious sounding title, but to me, that’s not what the director of first impression is really all about. What it’s really about is the first impression of your business. Your agency must be viewed in the right manner and act professional, because, after all, we are in the insurance business. Many people think this is kind of funny, but here at my agency, I take very seriously the way we answer the phones and how we present ourselves when you first walk in the front door to our agency. Of course not every agency can afford a director of first impressions – or a receptionist for that matter. So it’s important that everyone on staff, from the new CSR to the seasoned

FEBRUARY 2017

WEDNESDAY, APRIL 5TH 2017 Doors Open at 8:00 AM You Must Be Registered to Attend.

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Work with an insurance company that’s right in your own backyard — EMC Insurance Companies. With a fully staffed office in Charlotte, EMC offers more than 100 years of experience in commercial insurance, plus local people who understand you and your markets. Local responsive service is just one reason agents in your area Count on EMC ®. LONNIE SCHWAB, CPCU Resident Vice President EMC Charlotte Branch

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TECHNOLOGY UPDATE

FEBRUARY 2017

NETWORK SECURITY: A LAYERED APPROACH By Jeff Kite

More must be done to defend insurance agency networks. A layered approach provides the best defense, and while most of these layers are widely known, they often are not effectively implemented.

arge-scale hacks and data breaches are commonly portrayed in television shows and films like “Mr. Robot,” “Live Free or Die Hard” and other works of fiction. These fictitious attacks are often carried out by criminal geniuses or nefarious nationstates, utilizing a crippling zero-day vulnerability or superbug to bring society to its knees. While these stories play well for entertainment, real life examples are quite different. It is a regular and recurring thing that we hear news of some large-scale data breach. IdentityForce, a leading provider of proactive identify theft protection, notes that 2016 was an active year. By late November, 24 such attacks were listed in their blog. Well-known companies like Cisco, Oracle, LinkedIn and Verizon were listed as targets. How is it that these large companies are experiencing data breaches, and what hope does an insurance agency have in preventing this nightmare?

TECHNOLOGY UPDATE

WHERE DANGER ACTUALLY LURKS According to SafeBreach, a network-penetration testing firm, there is hope. The company’s recently published Hacker’s Playbook 2nd edition describes experiences its researchers had as they simulated almost four million methods of data breach between January and September of 2016. Those that succeeded were analyzed to establish how the hacker gained access, how they navigated the system, and how they stole the data. The results were surprising, to say the least. The most successful attacks were against well-known vulnerabilities. The old “.exe file in the email attachment” trick was effective in a quarter of all attempts that were tested, and assorted malware-distributing exploit kits and zip files tested to be very effective as well. In short, the vast majority of vulnerabilities came not from the cinematic doomsday plots of superbug-wielding geniuses, but from the old, tried-and-true issues and user errors.

The vast majority of vulnerabilities came not from the cinematic doomsday plots of superbug-wielding geniuses, but from the old, tried-and-true issues and user errors.

HOW TO PROTECT YOUR AGENCY So what does this mean for your agency? Quite a bit, actually. Reflecting on the findings in the Hacker’s Playbook, it is clear that more must be done to defend insurance agency networks.

FEBRUARY 2017

PARTNERS PROGRAM

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.

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BRONZE LEVEL

ACUITY

Aegis Security Insurance Co.

Amerisafe

Agency Insurance Company

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Auto-Owners Insurance Company Bailey Special Risks Inc Berkshire Hathaway GUARD Insurance Companies Brethren Mutual Insurance Company Briar Creek Mutual Insurance Company

MAPFRE Insurance

Conemaugh Valley Mutual Insurance Co

MMG Insurance Company

Countryway Insurance Company

Millers Mutual Group

Encompass Insurance

Mutual Benefit Group

GMI Insurance

Nationwide

Goodville Mutual Casualty Company

Penn National Insurance

Grinnell Mutual Reins Company

Swiss Re The Main Street America Group

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United Fire Group

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 IABforME.com to get started.

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GOLD LEVEL

Lebanon Valley Insurance Company

Progressive

Merchants Insurance Group

Universal Property & Casualty Insurance Company

Mercury Casualty

Westfield Insurance

PennPRIME Municipal Insurance

SILVER LEVEL

CM Regent Insurance Company Cumberland Insurance Group Farmers Mutual Insurance Company of Western Pennsylvania Frederick Mutual Insurance Co Juniata Mutual Insurance Co

Millville Mutual Insurance Co Reamstown Mutual Insurance Company Rockwood Casualty Insurance State Auto Mutual Insurance Company Strategic Comp TAPCO Underwriters Inc The Motorists Insurance Group The Mutual Service Office Inc Travelers

Keystone Insurers Group Inc

Tuscarora Wayne Group of Companies

Selective

Zenith Insurance

A layered approach provides the best defense, and while most of these layers are widely known, they often are not effectively implemented:

are the most common method of infection and are only effective if users click the link … and they often do. Which brings us to an often-overlooked but incredibly important layer of security:

• Agencies put a lot of confidence in their firewall and anti-virus system as their primary sources of protection. These are essential layers but require proper attention. A business class firewall will have a subscription that provides the services beyond the most basic functions. That subscription must be kept in force, and the configuration of those services must be kept in tune with the changing threats. Anti-virus systems are finally adopting radical approaches to fighting Ransomware and other current threats.

• Ongoing training directly with the users to help them build their own defenses. Companies like KnowBe4 provide training campaigns that start with an assessment of all users in a company. The results will point to the users that need additional help identifying emails that may be tempting the user to invite trouble. The campaign provides for the ongoing assessment and continued training. This process helps to close the single greatest vulnerability.

• Operating system and application patching cannot be delayed or ignored. Keeping Windows up to date is just the beginning. The myriad of applications found on most office PCs presents a challenge but must be kept current as well. Even such popular applications as Adobe Reader and Java have had serious vulnerabilities discovered and patched, but those patches must be installed to close the gap. • Web content filtering provides controls for who can browse what content during various times of the day. It is important to assure that users have access to company website such as CNA, Travelers and Chubb. Filtering provides blocking of sites with inappropriate content and also helps minimize sites where time is wasted such as social media sites. (Several sites report the average business user spends about 50 minutes per workday on Facebook alone.) • Cloud-based email filter services are now a commodity and commonly used, but to be most effective they require ongoing tuning. Cloud-based domain name system (DNS) filtering by companies like OpenDNS are also an effective additional layer of protection. This article in Computerworld (http://www.computerworld.com/article/2872700/6-dnsservices-protect-against-malware-and-other-unwantedcontent.html) provides a list of these DNS providers and an excellent description of how they work. Even with all the above layers in place, a simple click by a user on a link in an email can bring the PC – and likely the network servers – crashing down. The explosive growth of Ransomware over the last three years has proven that email-based web links

WHAT TO ASK OF YOUR IT CONSULTANT Your next step should be to speak to your IT professional and ask these very important questions: • Is the firewall using an up to date UTM subscription? • Is the anti-virus product doing an excellent job blocking Ransomware? • Are Windows updates and other application updates being installed timely? • Is the internet browsing controlled by a properly configured content filter? • Is an adequate email filter in place, and do users know how to adjust their preferences? • Most importantly, what end-user ongoing security awareness training is in place? Keeping systems well defended and proper training of users are serious business and require professional help. The return is a significant reduction of risk related to a data breach of your agency.

Jeff Kite is the founder and president of Kite Technology Group, a Mid-Atlantic-based IT services and consulting group specializing in the Insurance industry. Jeff’s core values are helping people and delivering excellence. Outside of work, Jeff is active in his local church and enjoys traveling with his wife, playing weekly racquetball and participating in various outdoor adventures. For additional questions about network security or agency technology support, Jeff can be reached at 410-356-3113 or at jeffkite@kitetechgroup.com.

FEBRUARY 2017

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CLASSIFIED A DV E R TI S E M E N TS

My Events DATE TOPIC

SOUTHEAST PA PRODUCERS & AGENCIES

LOCATION

FEBRUARY 2017 1

Webinar: Current Trends & Changes: The Homeowner & Auto Marketplace 1 – 4 p.m.

CISR Personal Residential

Baltimore, Md.

CISR Elements of Risk Management

Philadelphia, Pa.

CISR Agency Operations

Pittsburgh, Pa.

Webinar: Personal Lines Complications: Because “Simple” is Too Darn Easy 1 – 4 p.m.

7-9

Property & Casualty Licensing Study Course

Mechanicsburg, Pa.

CISR Agency Operations

Allentown, Pa.

Webinar: Certificates & Additional Insureds: Navigating the Maze

1 – 4 p.m.

Webinar: Time Element for Commercial Risks

9 a.m. – Noon

CISR Personal Auto

Mechanicsburg, Pa.

22-25

CIC Agency Management Institute

Harrisburg, Pa.

CISR Personal Lines Miscellaneous

Lancaster, Pa.

William T. Hold: Protect Your Client, Protect Yourself

Hagerstown, Md.

Webinar: And the CHAOS Continues: The Evolving World of Contracts,

9 a.m. – Noon

Hold Harmless, Additional Insureds and Other Stuff

28-3/2 Property & Casualty Licensing Study Course

Allentown, Pa.

MARCH 2017

Webinar: Additional Insureds: The Quandary

1 – 4 p.m.

Webinar: Man vs. Machine: Cyber Exposures & Insurance Solutions

9 a.m. – Noon

William T. Hold: Protect Your Client, Protect Yourself

York, Pa.

William T. Hold: Protect Your Client, Protect Yourself

Wilmington, Del.

13-14

James K. Ruble Graduate Seminar

Ellicott City, Md.

Webinar: Executive and Management Liability

9 a.m. – Noon

14-16

Property & Casualty Licensing Study Course

Philadelphia, Pa.

William T. Hold: Commercial Lines Challenges

Philadelphia, Pa.

Webinar: To 12 Coverage Countdown: Answers, Evaluations & Revelations 1 – 4 p.m.

CISR Personal Lines Miscellaneous

Wilkes-Barre, Pa.

22-25

CIC Personal Lines Institute

Wilmington, Del.

Webinar: Words Mean Things & Insurance is a Foreign Language

9 a.m. – Noon

27-30

CIC Agency Management Institute

Erie, Pa.

Webinar: Commercial Property Claims that Cause Problems

1 – 4 p.m.

CISR Personal Auto

Pittsburgh, Pa.

Webinar: Commercial Liability Endorsements to Watch Out For

1 – 4 p.m.

William T. Hold: Protect Your Client, Protect Yourself

Mechanicsburg, Pa.

CISR Commercial Property

Reading, Pa.

FEBRUARY 2017

Professional agency since 1926 located in Feasterville, Bucks County, Pa. Call for confidential information and a review of our services. Contact Ray Reinard at 215-357-8600, Ext. 119.

If you would like to place a classified advertisement, please contact Laura Gaenzle at Laura.gaenzle@theygsgroup.com or (717) 430-2351.

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