Delaware Primary Agent - January 2017 by Insurance Agents & Brokers Service Group Inc

JANUARY 2017 | DELAWARE

THE

2017

SOCIAL SCENE

SOCIAL NETWORKS FOR INTEROFFICE COMMUNICATION 5 MUSTS FOR REACHING MILLENNIALS

Employment Practices Liability Coverage for Property Owners 1. Protection specifically for small and mid-size property owners, including apartment owners

There’s more for you at Millers Mutual with our affordable and uniquely designed EPL protection for property owners and valuable policyholder resources.

We know that one size does not fit all, so we’ve designed a program that gives property owners just the coverage they need.

2. The option to purchase third party tenant discrimination coverage

Most industry EPL coverage forms provide EPL protection when a wrongful employment act is brought by employees and even employee applicants. Yet, often the EPL coverage fails to include discrimination or sexual harassment charges brought by a third party: customer, client, vendor. We offer the option of adding third party tenants or prospective tenants discrimination coverage to your BOPprime policy.

3. Access to valuable resources Besides having proper coverage, we believe property owners should understand federal, state and local civil rights and housing laws … and keep employees educated. That’s why Millers Mutual’s EPL Coverage comes with Legal Advice Helpline, Support Website, Model Employee Handbook, Sample Forms & Policies.

To learn more, contact Jonah Mull, Underwriting Leader, at jmull@millersinsurance.com or 717-237-7273.

MillersInsurance.com 800-745-4555

B US INE S S O W N ER S PO L I C Y | C O MM E RCI AL AUT O | COMME RCI AL UMBRE L L A | BUI L DE RS RI SK

IN THIS

WHY OFFICES ARE GOING SOCIAL The lines between business use and personal use of social networks are blurring – to the point that some companies are turning to social for internal communication.

5 MUSTS FOR INSURANCE AGENTS TRYING TO REACH MILLENNIALS Explore five ways to position your agency to market and sell to the largest and most connected demographic in history.

AN EMPLOYEE MANUAL IS YOUR BEST DEFENSE Running your agency without an employee handbook is like playing football without a rule book. A good employee manual lays out the rules, the boundaries and the penalties.

IN EVERY ISSUE 2 3 4 6 8 11 28 28 28

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 # 2017-1, 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

NEW YEAR, NEW CHALLENGES

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

OFFICERS

elcome to 2017. It’s a new year, a fresh start and, for my fellow NFL fans, the beginning of playoff season!

But as much as each new year brings a sense of possibility, it triggers uncertainty, too. We question our willpower to meet personal resolutions, and we worry about our agency’s ability to reach the goals that we – and our carriers – set for us. And even on a macro level, we ponder what state- and federally mandated laws and regulations will trickle down to impact us in the months ahead. In the face of these uncertainties, I’m proud to report that the IA&B organization is in as strong of a position to support us as ever. One reason is that the IA&B staff is better in tune with the independent agent experience following several months of traveling the region, meeting with member agents and assessing their pain points. Those of us on the Boards of Directors already are seeing the effects of these agency visits. And I’d venture to guess that our fellow member agents soon will notice the impacts of IA&B’s emerging member-centric philosophy, too. (And if an IA&B staffer or two haven’t shown up at your agency for a brief, check-in meeting, expect a visit in the months ahead.) No doubt, a new year brings new challenges. But I encourage you to face them with the confidence of knowing you have the support of your agents’ association. n

Chair of the Board

Michael F. McGroarty Sr Vice Chair of the Board

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

Until next time,

Oil City, Pa.

Richard M. Rankin, CIC Lancaster, Pa.

April E. Ressler, CIC Altoona, Pa.

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

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

JANUARY 2017

Ask Our Experts Question: Some of our agency staff speak Spanish. However, we’d like to have a glossary that defines insurance terms in Spanish to make it easier to explain basic property and liability coverages. Is there a resource?

Answer:

bsolutely! There are several resources you can use. Not surprisingly, many come from a state with a large latino community, Texas: GLOSSARIES The Texas Department of Insurance itself dedicates a web page to several insurance glossaries (depending on the line). The glossaries provide definitions, and are available both in English and Spanish. Find more at http://www.tdi.texas.gov/ webinfo/08qhelp.html. Something to keep in mind: Since this resource comes from Texas, some caution should be exercised before providing it to your customers. So before using the definitions, make sure they are generic enough to apply to your state’s coverages as well. If your staff is fluent enough to read the Spanish version and finds it properly translates the coverage as applicable in your state, then go with it. If your staff can speak Spanish but is unwilling to make the call based on the technicality of the translation, first review the English version to make sure the coverages are properly described.

BROCHURES For some general brochures with more of a marketing angle, the Insurance Information Institute (III) has flyers already made. From http://www.iii.org/ store, you can scroll down to "Online Brochures," and you will find flyers both in English and Spanish. Just as above, if you speak Spanish, you'll be able to see if you're comfortable with the wording and if it properly reflects what you are looking to explain.

Claire Pantaloni, CIC, CISR, our senior director of advocacy, provided this month’s answer.

For Flood insurance, FEMA provides brochures in Spanish at https://www.fema. gov/national-flood-insurance-programpublications. n

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

THE ERRORS & OMISSIONS IMPLICATIONS OF STATEMENTS ON YOUR AGENCY WEBSITE By Adam M. Kelly

t is common in today’s errors & omissions (E&O) litigation for statements made on an insurance agency’s website to be used as evidence against the agency that it failed to live up to standards promised on its website. For example, in one recent lawsuit, the insurance agent was alleged to have failed to place sufficient underinsured motorist (UIM) coverage for a client. The client suffered a serious motor vehicle accident, and the UIM limits on the client’s auto policy were insufficient to compensate the client for the damages.

During the deposition of the agent, the client’s attorney read statements directly from the agency’s website that suggested that the agency’s mission is to deliver tailored insurance and financial solutions that protect the assets of the agency’s clients. The client’s attorney then attempted to get an admission from the agent that he had not in fact lived up to the representations on the company’s website in light of the underinsured loss suffered by the client. While the claim was ultimately settled, the use of agency website statements by the client’s attorney

JANUARY 2017

was one avenue of attack in attempting to prove that the agent was negligent. Generally, statements on websites like the example above likely do not create a duty on the part of an agent to his or her individual clients. In most states an agent’s duty is to procure the coverage requested within a reasonable time, or to otherwise inform the client of the inability to do so. However, website statements do create fodder for use by plaintiffs’ attorneys in E&O litigation against agents.

More concerning are the regular efforts taken by plaintiffs’ counsel to attempt to expand the duties owed by an agent to a client based on statements made on an agency website. As a result, it is important for insurance agents to be mindful of the level of service and expertise they are marketing on their websites. Before you advertise it, ask yourself, do you actually do it? Insurance agents should also be careful about website statements representing expertise in a particular area. Again, if you say you’re an expert, be sure you actually are an expert. Some agencies tout expertise in certain coverages, such as flood, life insurance, or cyber insurance. Other agencies market themselves as experts in certain industries, like restaurants or lumber yards. Before you do that, make sure you really are an expert. Agents that advertise expertise in a certain type of insurance or industry may be susceptible to an E&O claim that the client relied on these statements in placing business with the insurance agent and that, due to the agent’s advertised expertise, a higher standard of care was owed to the client. Marketing is important for any agency that wants to grow and be successful. Always be mindful that statements contained on your agency’s website may be used against you in future E&O litigation. They should always be accurate and reflect the level of service offered by your agency. n

MORE TO KNOW ABOUT E&O LEARN ABOUT the ever-changing world of E&O exposures, as well as emerging new ways to protect your agency. “E&O Risk Management: Meeting the Challenge of Change” is coming to locations throughout the region this year (and is available on-demand). The course is approved for 6 CE credits, plus loss-control credit for Westport, Fireman’s Fund and, pending approval, Utica policyholders. Specifically, the seminar covers: • The duties owed to clients • Using claims statistics to focus risk management efforts • Why customer file documentation is so important • Procedural steps that can reduce E&O exposures • What constitutes private personal information • Direct and indirect costs of data breaches Dates and Locations: • April 11 – Mechanicsburg, Pa. • April 12 – Philadelphia, Pa. • May 4 – Dover, Del. • May 11 – Pittsburgh, Pa. • Aug. 2 – Erie, Pa. • Oct. 19 – Pittsburgh, Pa. • Oct. 25 – Mechanicsburg, Pa. • Nov. 9 – Philadelphia, Pa. • Nov. 29 – Allentown, Pa. • Nov. 30 – Newark, Del. IABforME.com/MyTraining

Adam M. Kelley is director of E&O claims for 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.

COVERAGE CORNER

WORK-RELATED INJURIES By Jerry M. Milton, CIC

f an employee is injured during the course of employment and the injury arose out of that employment, the injured worker is entitled to workers’ compensation benefits. The employer must pay the disability, medical and/ or death benefits as required by law. These workers’ compensation laws require employers to assume the cost of occupational injuries and disease without regard to negligence. The employer is not required to pay any more than those amounts required under the state’s workers’ compensation statutes. On the other hand, the employer cannot pay any less. I have not told you one single thing you don’t already know.

From the time that workers’ compensation laws first became effective in Wisconsin on May 3, 1911, we have referred to workers’ compensation as the “exclusive remedy,” or “sole remedy,” for work-related injuries. The injured employee loses the right to sue. In the early days of workers’ compensation, the family members of the injured employee were also barred from suing the employer. Well, times have changed. Today, 23 states, including Maryland, allow an injured employee to collect workers’ compensation and then, under certain circumstances, sue the employer. In addition, 24 states, including Maryland,

JANUARY 2017

allow the injured employee to collect workers’ compensation and, under certain circumstances, sue a fellow employee responsible for the injury. The majority of states now allow the injured employee’s family members to sue the employer. If a work-related injury suit is brought against the employer by the injured employee or a family member, then we go to the Employers Liability section of the Workers Compensation And Employers Liability policy. No problem. But, what if the same suit is brought against a fellow employee of the injured employee? The CGL covers executive

officers of a corporation and managers of a limited liability company for these types of claims. However, coverage for a work-related injury claim brought by a fellow employee is excluded for all other employees. (See SECTION II – WHO IS AN INSURED of the CGL policy.) The Insurance Services Office (ISO) has not developed a fellow employee coverage endorsement to be attached to the CGL which would provide coverage for the employees who are not executive officers of the corporation or managers of the limited liability company. If needed, the coverage must be provided by the insurer’s proprietary endorsement. May not be easy to get. And, it costs money. The exclusion for injury to a fellow employee in the Business Auto policy is absolute. It applies to all employees. Unlike the CGL, ISO has developed two endorsements for the Business Auto policy – Fellow Employee Coverage (CA 20 55) and Fellow Employee Coverage For Designated Employees/ Positions (CA 20 56). The injured employee sues the employer and a fellow employee. These types of suits do happen. You should determine if your insureds need fellow employee coverage for their employees under their CGL and Business Auto policies. Y’all take care! n

BRUSH UP ON EMERGING TOPICS THE EVOLVING workers’ comp exposures that Jerry discusses in this column are just a few of the many ways risks and insurance are changing. Our new live webinar series addresses additional hot topics: from trends in the homeowner and auto marketplace, to new cyber exposures and insurance solutions, to the evolving world of contracts and hold harmless agreements. The courses are just $75 each ($105 for non-members) and award 3 CE credits (pending approval). Specific webinar times and registration are available online. January Jan. 12 – Construction Defects: Property Damage and the ISO CGL: Tearing Down the Mysteries Jan. 19 – Commercial Liability Endorsements to Watch Out For Jan. 24 – What We Learned: Claim and Coverage Issues from Catastrophes Jan. 25 – Weatherstripping the CGL: Drafts, Gaps, Forms and Fixes February Feb. 1 – Current Trends & Changes: The Homeowner & Auto Marketplace Feb. 7 – Personal Lines Complications: Because “Simple” is Just Too Darn Easy Feb. 13 – Certificates and Additional Insureds: Navigating the Maze Feb. 14 – Time Element for Commercial Risks Feb. 24 – And the CHAOS Continues: The Evolving World of Contracts, Hold Harmless, Additional Insureds and Other Stuff March Mar. 1 – Additional Insureds: The Quandary Mar. 7 – Man vs. Machine: Cyber Exposures & Insurance Solutions

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.

Mar. 14 – Executive and Management Liability Mar. 22 – Top Twelve Coverage Countdown: Answers, Evaluations and Revelations Mar. 24 – Words Mean Things and Insurance is a Foreign Language Mar. 28 – Commercial Property Claims that Cause Problems Mar. 29 – Commercial Liability Endorsements to Watch Out For IABforME.com/webinars

STATE NEWS

HR UPDATES IN DELAWARE Gov. Jack Markell recently signed into law three employment-related bills, which prohibit employers from: • Taking action against employees for discussing their wages (which took effect immediately after signage) • Discriminating against employees based on “family responsibilities” (took effect Dec. 30, 2016)

NEW SHERIFF IN TOWN New Castle County Sheriff Trinidad Navarro will assume the office of insurance commissioner this month. Navarro campaigned on a variety of priorities: • Ending gender discrimination by insurance companies • Reducing workers’ compensation rates

As a reminder, changes affecting human resources trickle in throughout the year as dictated by federal, state and even local laws. Keep up to date with the changes by visiting our HR Bulletins.

• Addressing senior citizens’ insurance-related concerns • Eliminating credit scoring in underwriting • Increasing competition in the insurance marketplace • Improving access to mental health providers • Enhancing the Insurance Department’s consumer services We already opened the lines of communication with Navarro during his campaign and look forward to working with him in this new capacity.

OUTGOING COMMISSIONER ADVANCES CAPTIVE AGENDA Insurance Commissioner Karen Weldin Stewart used her last months in office to advance the state’s captive insurance program – a program that she undoubtedly touts among her successes while in office. In the fall she released three bulletins to this effect: • Captive Insurance Bulletin No. 4 reduces the capital requirement for some “special purpose captive insurers” to $50,000. • Captive Insurance Bulletin No. 5 allows certain captive insurers to use approved mutual funds for minimum capital and surplus. • Captive Insurance Bulletin No. 6 outlines how captives can satisfy the new requirements of the Protecting Americans from Tax Hikes Act of 2015 (PATH Act), which took effect Dec. 31. It also announces the approval of “two limited and streamlined application procedures relating to ownership changes.” The procedures describe 1) how to change the ownership structure of an existing captive and 2) how to change ownership by forming a new captive.

• Discriminating against employees based on their “reproductive health decisions” (took effect Dec. 30, 2016)

JANUARY 2017

IABforME.com/resource_center/ HR_bulletins

STREAMLINING THE SEARCH FOR MISSING LIFE INSURANCE The Delaware Department of Insurance (DOI) recently launched a process to streamline tracking down missing life insurance policies and annuity contracts. An executor, beneficiary or legal representative of a deceased Delaware resident or deceased former Delaware resident may submit a request, which the DOI then will forward to all Delaware licensed life insurance companies for their review. The Missing Life Insurance/ Annuity Search Request Form must be notarized and submitted with a copy of the death certificate. delawareinsurance.gov

ISO ENDORSEMENTS ADDRESS HOMESHARING

residence premises and personal property, as well as liability to others, with respect to certain policy provisions.

If your customers engage in homesharing to make extra money, you may want to reach out to your carriers. Delaware homeowners who rent their properties through homesharing services (e.g. Airbnb, HomeAway) soon will have better options to address their insurance coverage needs. ISO recently filed a series of related endorsements.

DAMAGE TO PROPERTY OF OTHERS – INCREASED LIMITS ENDORSEMENT This endorsement amends Section II - Additional Coverages, Damage To Property of Others, to provide for a limit greater than $1,000 for the coverage. The provisions of the new endorsement are largely consistent with the base coverage located in the Homeowners policies, with the exception of provisions to allow the selection of increased limits for the coverage.

• Some of these endorsements simply reinforce the longstanding scope of coverage and clarify that homesharing may be viewed as a business exposure, in which case it is not covered by a traditional unendorsed homeowners' policy; • Other endorsements make available optional broadened coverages for homesharing activities by an insured. The endorsements, which are approved in Delaware, carry an edition date of 02 17. As with all ISO filings, implementation varies by carrier adoption. HOMESHARING HOST ACTIVITIES AMENDATORY ENDORSEMENTS These endorsements amend certain property and liability coverage provisions under each ISO Homeowners Policy with respect to homesharing exposures not historically contemplated nor rated under the policy. BROADENED HOMESHARING HOST ACTIVITIES COVERAGE ENDORSEMENTS These endorsements can be used with each underlying ISO Homeowners policy to provide coverages for hosts following loss or damage to the insured's

OTHER HOMESHARING ENDORSEMENT REVISIONS Several endorsements in the Homeowners Policy Program will be revised in response to the introduction of the Home-sharing Host Activities Amendatory Endorsements and Broadened Home-sharing Host Activities Coverage Endorsements. These revisions provide guidance on the applicability of such optional endorsements in relation to the introduction of the new homesharing endorsements.

REFLECTING ON #IABVISITS Thank you for welcoming us into your offices and spending time with our team over the past several months. We’re proud to announce that by mid-November we reached a milestone – 500 agency visits throughout Delaware, Maryland and Pennsylvania – in our campaign to connect with member agents! 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. 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.

WELCOME NEW MEMBERS TAYLOR PROFESSIONAL INSURANCE LLC Wilmington, Del.

If your agency is not among the 40 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. And follow along in Agent Headlines and on Twitter (#IABvisits) as we document our trek through the region.

PLATINUM PROFILE

Insurance Agents & Brokers proudly recognizes Millers Mutual Group as one of its Platinum Partners. IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

FEATURED PARTNER Millers Mutual Group

EXPECT EVEN MORE FROM MILLERS MUTUAL

t’s not every day you hear a company asking its customers and agency partners to expect more. At Millers Mutual we take it a step farther and ask you to expect EVEN more. More focus. More tailored coverage. More flexible pricing. More attentiveness.

For Millers Mutual, an important part of becoming better for you is refining our underwriting appetite to focus on our market expertise – providing the highest value possible to agents and their customers. Our commercial property underwriting appetite is set on habitational and residential real estate. For habitational we seek well-managed apartments and 1-4 family rental dwellings. For commercial real estate we’re focused on lessor’s risks and mixed-use occupancies, shopping centers, strip malls, office buildings, warehouses and industrial parks.

CHIEF EXECUTIVE OFFICER Scott Orndorff President and CEO CORPORATE HEADQUARTERS Harrisburg, PA

This is what we know and do best, and is our forward focus. We’re committed to being a valuable resource for – and maintaining meaningful relationships with – our independent agent partners by providing exceptional property-driven insurance for building owners in Pennsylvania, Delaware, Maryland, DC, Virginia and Ohio. That commitment began with our founding in 1890 and holds just as true today.

A.M. BEST RATING A- (Excellent) WEBSITE MillersInsurance.com TOLL FREE 1.800.745.4555

Our expert and seasoned underwriters – not a computer model – evaluate every opportunity. We give you personalized attention and a quick decision. All this is what we mean by “There’s More for you at Millers.” n

Associate members of the PAA-Central, PAA-East and National Apartment Association

JANUARY 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.

PLATINUM LEVEL

BRONZE LEVEL

ACUITY

Aegis Security Insurance Co.

Amerisafe

Agency Insurance Company

Berkley Mid-Atlantic Group

AmWINS Program Underwriters Inc

Donegal Insurance Group Erie Insurance Group Insurance Agents & Brokers Service Group Inc Liberty Mutual Insurance

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

DO YOU SEE YOUR NAME?

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.

Utica National Insurance Group

HM Workersâ&#x20AC;&#x2122; Compensation Insurance Alliance of Central PA Inc Insurance House Insurance Placement Facility of PA Lackawanna Insurance Group

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

JANUARY 2017

AN OTH E R LOOK AT

SOCIAL

HOW SOCIAL NETWORKING CAN BENEFIT INTEROFFICE COMMUNICATIONS

As social networks evolve, the lines between business use and personal use are blurring. So much so that some companies are turning to social networks for internal communication.

ndependent agencies shouldn’t shy away from “enterprise social networking.” Large and small businesses alike are benefiting from the influx of social networking apps (think: Slack, Yammer and Workplace by Facebook, to name a few) built for internal communications. In fact, the very nature and makeup of independent insurance agencies lend themselves to these tools. WHY SOCIAL There are a number of reasons that enterprise social networking has taken off. First and foremost, the tools are much more robust than email. They allow staff to communicate quickly and collaborate efficiently, while eliminating the burdens and distractions associated with email inboxes. In particular, enterprise social networking benefits companies with road warriors … such as oft-traveling insurance producers and agency principals. But it also streamlines communication among remote workers and employees at various office locations.

Rather than adhering to the typical top-down hierarchy of interoffice communication, the technology promotes collaboration – another calling card to attract young workers.

Finally, for employers who have young staff (or who hope to hire some), integration of these communication tools can

JANUARY 2017

ENTERPRISE SOCIAL NETWORKING, DEFINED WHAT IS it, and how can your agency benefit? Take it from PC Magazine: Enterprise social networking applications are used in organizations to give employees and other stakeholders a virtual community where they can exchange information, set up and promote initiatives, and carry out a range of other tasks and activities. They’re essentially social media for the business world, making it possible to reap all the benefits of interaction and connectivity usually associated with social networking.

provide a competitive advantage. The apps are synonymous with Millennials’ communication experiences and preferences, and using them demonstrates a tech-savvy, forward-thinking environment. Rather than adhering to the typical top-down hierarchy of interoffice communication, the technology promotes collaboration – another calling card to attract young workers. HOW IT WORKS These apps aim to streamline internal communication – and most are available at little or no cost depending on the software version and number of active users. For instance, let’s look at Slack (slack.com), which bills itself as “team communication for the 21st century,” boasts 5.8 million weekly active users, and prompted The New York Times to prophesize that it “may finally sink email.” Rick Morgan, with Work At Home Vintage Experts (an insurance-specific remote-staffing company that knows a thing or two about telecommuters…), described it this way:

BENEFITS OF SLACK AN EARLY adopter of Slack, Jeff Teschke – founder of Forge3 and repeat presenter at IA&B conferences – wrote about his team’s use of the app (way back in November 2014), calling it “a refreshing solution to email overload.” Jeff and his team found that their adoption of Slack prompted: • Cleaner inboxes • More immediate responses to pressing issues • Reduced chance of something important getting “lost” in email • Better organization thanks to Channels • Easy file sharing back-and-forth • Built-in search so we can find anything we need • A central place to stay connected

Slack functions as a chat room for co-workers. It brings together team communications in one place and is

Essential plans. Industry experts anticipate this availability will trigger widespread integration (and stiff competition for the Slack apps of the world).

searchable. Slack is especially useful in facilitating collaboration with a remote workforce, so employees can communicate with each other even if they are not at their desks. Slack uses “channels” – which can be open or private – to organize team conversations. Discussions are tagged and categorized, such as #presentation, #expenses or #holiday_party. It syncs between mobile and desktop devices, allows direct messages and facilitates sharing and commenting on files. Plus everything is fully searchable – even content within PDFs, Word documents and Google docs.

WHO BENEFITS Integrating enterprise social networking is not for every agency. After all, it only works with complete staff buy-in. But for agencies with active producers, more than one office location or young staff, the minor financial investment and required learning curve could pay dividends in productivity, customer service and staff recruitment and retention. n

Insurance industry tech darling Vertafore shared: Our team has started adopting Slack … as an easy way to keep track of where projects stand, to communicate quickly when we’re out of the office, to communicate across teams or directly with one person, and to ensure everyone knows what’s happening. In a world where clients want instant responses when a policy claim is on the line, working as a team in real time can make all the difference between a renewal and a cancellation. Slack (and its software counterparts) aren’t just for big insurance industry players, like Vertafore. The Wall Street Journal recently named Slack one of the top 10 apps for small businesses owners. WHAT’S AHEAD While Slack, HipChat and Yammer (to name a few) blazed the trail, they have plenty of competition these days. And that competition is a good thing for end users. As large tech players enter the enterprise social networking market, there are more products with new features and more seamless integration. For example, take Facebook. In October 2016 the social media giant launched Workplace by Facebook, which is based on the beta version of the internal communication app that Facebook – and over 1,000 other companies – have used for years. One of Workplace’s unique selling points is its ability to create multicompany groups, meaning workers from separate companies (say, an insurance agency and one of its business partners) can use the platform to collaborate. Then in November 2016, Microsoft responded with its official announcement about the introduction of Microsoft Teams in the first quarter of 2017. Teams will be part of Office 365 – the suite that includes Microsoft Word and Excel and boasts over 85 million commercial users. In particular, Microsoft will roll out the program to customers with Office 365 Business or Business

JANUARY 2017

PITTSBURGH I-DAY

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

I-Day Events Kick Oﬀ on Tuesday for the Presidential Dinner and The Main Event is on Wednesday Including CE, Exhibits, Luncheon, Panel Discussion with Industry Leaders, and Cocktail Reception.

F EA T U R ED L U N C H E O N S PE A KE R Charlie Batch is a former NFL quarterback turned tech entrepreneur, media personality/color analyst, community advocate and professional speaker. Batch’s NFL career spanned 15 years and two Super Bowl victories. His Best of the Batch Foundation has worked to create communities where all kids and families are equipped with the tools they need to build their own best futures. He is also a professional speaker who takes his “Expect Your Best” message to audiences across the country.

Visit www.pittsburghiday.com or Call 412.489.5626 to Register, Exhibit, Advertise, Sponsor, or For More Information

BUSINESS PACKAGE ENHANCEMENTS

C Y B ER L I A B I L IT Y A N D DATA B R E ACH R E S P O N S E COV ER AG E 7#%*1.$)#"$$*8(#,&)#9*:.$4-;"/*,(4(*<)&&=*$--#"/*-/*&(4"/=*1"*:-#>/-#4",*<)48*48"* :8(&&"#9"*->*(*,(4(*1/"(:86*!"#$%&'"%(%)(*+,%'-%./-0%12"%.34+&50% 6%7("(%1,+(84%/$&#"%(93(:$%(%7/$($"+,5%;2"%)/$4(&79/&<%/"%/$5 Your customers trust %-./*1.$)#"$$*4-*?""5*48")/*5"/$-#(&*,(4(*$":./"=*(#,*%-.*8('"*4--*;.:8*4-*&-$"* 4-*/)$?*;)$8(#,&)#9*)46 @"*-A"/*&-4$*->*5(:?(9"$*4()&-/",*4-*:-;;"/:)(&*1.$)#"$$"$6*B-#4(:4*C(//%*D(/?)#* 4-*E#,*-.4*8-<*<"*:(#*8"&5*"F4"#,*%-./*:-;;"/:)(&*/"(:86

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JANUARY 2017

5 MUSTS

FOR INSURANCE AGENTS TRYING TO REACH

By Brent Kelly

How do you market and sell to the largest and most connected demographic in history? Understand the trends and tendencies; remain open-minded; and remember that every generation brings a fresh set of ideas. Although you may not understand or agree with everything, you must be adaptable. Here are five ways you can better position your agency to market and sell to millennials.

When I say the word “millennial,” what words come to your mind? I recently spoke to a group of business owners and asked them the same question. As expected, the answers I received were varied. I heard “entitled,” but I also heard the word “driven.” I heard “poor social skills,” but I also heard “connected.” The term millennial is often overused and typically misunderstood. This is a huge and diverse group that’s well educated and even better connected. Understanding this generation is no longer optional. For your insurance business to survive long-term, you must find ways to attract, sell, and wow millennials. Before I provide specific ways to market and sell to millennials, let me provide some background. Millennials are those born in the early 1980s to the late 1990s. That means that most millennials fall into the 18-34 age demographic. Millennials have never known a world when they haven’t been connected through technology.

What is the first impression a millennial will have when finding you online? Fair or not, millennials will move on quickly if they can’t find what they are looking for or even if they are simply unimpressed.

JANUARY 2017

Let’s talk numbers on millennials. There are an estimated 75,000,000 millennials! In fact, by 2025, they will account for 75 percent of the global market. These numbers can’t be overlooked. A recent study found the following trends on millennial habits. • 65 percent of millennial said losing their phone or computer would have a greater impact than losing their car • 63 percent of millennials stay in touch with their favorite brands through social media • 84 percent say that word of mouth is their primary influencer when making a buying decision • 41 percent said they have made a recent purchase using their smartphones in the past month • It is estimated that millennials will spend $3,400,000,000 (those are trillions!) by 2018 • Each day more than 10,000 millennials turn 21 Yes, these numbers are important because of the sheer volume of this generation (larger than the baby boomers), but they are equally important because of how millennials buy things. Millennials simply don’t relate to most forms of traditional advertising like previous generations.

POSITION YOURSELF AS AN EXPERT AUTHOR BRENT Kelly shares: “You must be able to give away some of your ‘insurance secrets.’… Information is readily available and if you don’t provide it, someone else will. Just because you ‘give away’ some of your hard earned knowledge doesn’t [guarantee] they will use you …, but most will lean on your for advice through the buying process.” Look to the IA&B for simplified prospect and customer education. Our members-only consumer education library includes answers to frequently asked questions about nearly two dozen topics: everything from drones and ridesharing, to cyber liability and condominium insurance. The content is available as professionally designed yet customizable flyers and as raw text for you to use as you see fit (website content, mailers, social media posts, newsletter copy, etc.). IABforME.com/MyBrand

In general, millennials don’t … • Read newspapers • Watch television commercials • Answer telemarketing calls • Like any form of interruption • Care about your sales pitch However, millennials do like to share great experiences with others using technology. So what does all of this mean to you the insurance agency owner? You no longer control the message! So the question is, how do you market and sell to the largest and most connected demographic in history?

First you must understand the trends and tendencies. Next, you must be open-minded. Finally, you must realize that every generation brings a fresh set of ideas, skill set, and perspective. Although you may not understand or agree with everything, you must be adaptable. Here are five ways you can better position your agency to market and sell to millennials.

Trust has never been given and will always be earned. Millennials take this a step further as they can fact check and share complaints in seconds. It’s vital that you and your team develop and maintain a message of authenticity. Acknowledging you can’t do something and delivering a sincere apology will go much further than promising something you can’t deliver.

1. Your message must be trustworthy and authentic.

2. You must be able to leverage technology and create a digital presence.

The number one trait that millennials loathe is inauthenticity. Authenticity cannot be faked…..ever. As I stated earlier, millennials are the most educated generation in history. They do not want to be pandered to, they want to be engaged. If you try to manipulate them or bend the truth, you will likely lose their trust forever. Moreover, inaccuracies can no longer be blown off. Instead, inaccuracies are blown up. Did I mention that millennials are extremely well connected? Instead of complaining to a friend over coffee, reports of foul play are now shared on social media and through mass text.

First of all, I didn’t say “understand and implement technology.” I said “leverage technology.” There is a huge difference. The point is that you don’t know how it all works, you just need to understand who it works for. Millennials have never known a world without the internet. Yes, there have been enormous strides in internet speed, delivery, and social tools like Facebook in recent years, but this has always been a connected generation through technology. More importantly, millennials (and for that matter all generations) are now connected wherever they go. You can update, text, tweet, or maybe even actually call from anywhere at any time.

JANUARY 2017

You must be visible and available 24/7. Your website, blog, and social media presence is your digital storefront. What does it say about your agency? What is the first impression a millennial will have when finding you online? Fair or not, millennials will move on quickly if they can’t find what they are looking for or even if they are simply unimpressed with what they see about you online. 3. You must provide value that’s useful to them. This is really true of any generation, but millennials are known as the “me generation” for a reason. Too often insurance agencies market themselves in terms of their perceived value. I hear messages online and offline such as, “We are an independent insurance agency,” “We have been in business since 1957,” “We provide great customer service.” While all of that may be true, none of it says anything to a consumer, especially a millennial consumer.

Facts and figures are forgotten, but a great story is retold forever. Millennials can share your story over and over. What’s your story? 5. You must stand for something other than just profit. As Simon Sinek wrote in his book, “Start with why.” “People don’t buy what you do, they buy why you do it.” Millennials want to know why you are passionate about your industry, your community, and those you serve. What are your core values? What is your business providing your community, your region, your state, your country, the world? Millennials long to be part of something, not just buy something. If your value proposition only discusses competitive pricing and quality coverages, millennials will not buy in. Describe outcomes, not features. If you can successfully demonstrate how your business serves its prospects, customers, and business community, the profit will take care of itself.

To reach millennials you must find ways to share how you solve specific problems, present new ideas, and share new information. You must be able to give away some of your “insurance secrets.” You no longer hold all the cards. Information is readily available and if you don’t provide it, someone else will.

The bottom line: No generation should be stereotyped with a broad brush. However, every generation grew up in a unique economic, social, and technological era. Whether you are a millennial, Gen Xer like me, or baby boomer who is unsure of how to adapt to this new generation, one thing is certain: The size and power of the millennials can’t be overlooked.

Providing value in terms of them builds trust, credibility, and likability. Just because you “give away” some of your hard earned knowledge doesn’t mean they will use you and go somewhere else. Sure, some will, but most will lean on your for advice through the buying process.

Millennials will be the driving force in our economy over the next 50 years. You must find ways to understand the tendencies of millennials to not only grow your business, but to survive. n

4. You must build personal relationships. After all this talk of technology, developing personal relationships may seem counterintuitive. Because millennials are connected by technology and inundated with marketing messages constantly, you must find a way to reach them through all the noise.

eprinted with permission from Brent Kelly and R Agency Nation. Brent Kelly is the co-founder and CEO of BizzGrizz Marketing where he teaches insurance agencies how to empower their agents to stand up, stand tall, and stand out through online training and consulting.

To do this, you must create a message or messages with specific focus. Who are you trying to reach? What do they want? How can you help them? What problems can you solve? I have always maintained the adage that “If you market to everyone, you market to no one.” This is especially true of millennials. The only way to cut through the noise and distractions millennials face, is to address them at a personal and emotional level. Not everyone will like or resonate with your story, but remember, you can’t reach everyone. The key is to connect with those that relate and you serve best.

HR HEADQUARTERS

EMPLOYEE MANUAL IS YOU R AN

BEST DEFENSE By Karen H. DiGioia

JANUARY 2017

t’s 4:45 on a Friday in mid-November. You’re in your office when one of your employees knocks on the door. “I have a quick question about vacation time,” your employee says. She goes on to explain, “I have a week and a half of vacation time left for the year and had planned to use it between now and the end of the year.” However, she realizes that it’s extra busy in the office right now so she was wondering if she could just carry the time over into the next year. “What’s the policy about carry-over of vacation time?” she asks. How do you respond?

A) “POLICY??? What policy?” B) “Hmmmmmmm.” <<scratches head>> C) “Can I get back to you on Monday? <<wondering to self>> “What did we do two years ago when Daniel asked me the same thing?” D) “Did you check the handbook?”

TAKE A PAGE FROM HR SOLUTION© IA&B MEMBERS have complimentary access to a ready-to-use associate/employee handbook. A part of the HR Solution collection of products and services, the template contains the policies, practices and procedures that an agency will follow in order for employees to be more productive and to promote understanding of the agency’s culture, expectations and work environment.

If your answer was anything other than D) you’re leaving yourself open to, at best, employee morale issues, and, at worst, legal exposure. Without clearly written policies, it is difficult to ensure that you are treating your employees in a fair and equitable manner.

The handbook template is available in Microsoft Word format for agency customization. It includes the following:

What did you tell Daniel two years ago? If you do something different this time around, will it leave you open to legal action? While my example isn’t perfect and you’re unlikely to be sued about carry-over vacation policy, I think you can still see where I’m going with this. If you have an employee handbook that clearly represents company policy and practice, you are less likely to inadvertently treat your employees differently – and less likely to be guilty of inequitable treatment of employees.

• Employment policies

Having said all that, it’s important to recognize that a handbook won’t stop an employee from filing a complaint or taking legal action against you. It will, however, help to protect you if either of those things ever does happen.

• Association non-disclosure of confidential information

If you do not currently have a handbook or employee manual in place, or if you have one but haven’t updated it recently, let me urge you to add this to your New Year’s to-do list. Running your agency without an employee handbook is like playing football without a rule book. Can you imagine the Super Bowl if the rule book didn’t exist? What happens when a player’s foot goes out of bounds? What does “out of bounds” even mean? What’s the penalty for grabbing a face mask?

• Handbook introduction

• Timekeeping and payroll policies • Work policies • Safety, health and security policies • Benefits

• Association handbook acknowledgement IABforME.com/emp_mgmt

HR HEADQUARTERS

A handbook won’t stop an employee from filing a complaint or taking legal action against you. It will, however, help to protect you if either of those things ever does happen. Your handbook is your agency’s rule book. It explains the rules, the boundaries and the penalties. Without a handbook, you leave yourself without clarity and without protection. Your handbook should include language related to federal regulations (some topics may not be required based on company size) – EEO, Fair Labor Standards Act (FLSA) ADA, Title VII. Other critical topics for a handbook include: atwill employment, compensation and pay policy, performance management, attendance, conduct (on- and off-duty), solicitation, workplace violence, social media, harassment/ bullying, use of company property, company communications, substance abuse, work hours, benefits, leaves of absence, corrective action, new hire and termination policies, time off benefits, confidentiality and, everyone’s favorite, much, much more…. If this list sounds like more than you are prepared to handle, don’t worry: IA&B’s HR Solution© includes an employee handbook template that you can use as a starting point. It is fully customizable and ensures that you don’t have to start from scratch when developing an employee handbook.

So what are you waiting for? If you already have an employee handbook, pull it out and look through it. If you haven’t updated it in a while, it’s time to review it, update it and ensure it’s accurate. Use the template in HR Solution as a guide for your review. If you don’t have a handbook in place, go to the IA&B website (right now!) and download the template. It’ll provide you with a great place to start. Then the next time an employee shows up at your door with a policy question, you won’t need to attempt a fake with fancy footwork; you’ll pull out the rule book and make the call!

If you have an existing handbook (or once you do), make certain to actively review it at least annually to ensure that it is accurate and up-to-date. Laws and regulations change and so does company practice. Make sure your handbook reflects any recent changes.

In the meantime, if you have any policy questions or anything else “HR-related,” don’t forget as a part of your IA&B member benefits, advice is just an email or phone call away. I can be reached at 610-779-3870 or karen@mostellerhr.com. n

Also, make sure that you have all employees sign an acknowledgement that they have received and understand the information in your handbook. It’s not enough to have a handbook in place. Your employees need to have copies of the handbook and sign an acknowledgment. This should be done when you hire an employee and any time you update or introduce a new handbook.

Karen H. DiGioia provided this article on behalf of Mosteller & Associates, IA&B’s contracted human resources consulting firm. Reach out to Karen for more information on conducting classifying workers or with other human resources questions.

And finally, while this may sound obvious, it’s important that you follow the policies in your “rule book” and that you do so consistently. If the rule book says your employees get a

15-yard penalty (and an automatic first down for the other team) for grabbing a co-worker’s face mask, then a 15-yard penalty it must be – this is true whether the employee is your brother who has worked for you for 10 years (and, obviously, has been your brother for a lot longer than that) or a new hire who joined your agency 6 months ago. This doesn’t mean there isn’t room for judgment and discretion. It does, however, mean that any variation from the written policy needs to be backed by sound rationale (that you would repeat in the future given the same set of circumstances) and be clearly documented.

IA&B’s HR Solution© is a compilation of products and services – available exclusively for our member agencies – that simplifies establishing or improving your human resources program. It includes base-level consultation and discounted professional services from Mosteller & Associates. Learn more at IABforME.com/emp_mgmt.

JANUARY 2017

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

My Events

SOUTHEAST PA PRODUCERS & AGENCIES

DATE TOPIC

LOCATION

JANUARY 2017 12 Webinar: Construction Defects: Property Damage and the ISO CGL 19 Webinar: Commercial Liability Endorsements to Watch Out For 24 Webinar: What We Learned: Claim & Coverage Issues from Catastrophes 25 Webinar: Weather-stripping the CGL: Drafts, Gaps, Forms & Fixes

2 – 5 p.m. 1 – 4 p.m. 1 – 4 p.m. 1 – 4 p.m.

FEBRUARY 2017 1 Webinar: Current Trends & Changes: The Homeowner & Auto Marketplace CISR Personal Residential 1 1 CISR Elements of Risk Management 2 CISR Agency Operations 7 Webinar: Personal Lines Complications: Because “Simple” is Too Darn Easy Property & Casualty Licensing Study Course 7-9 CISR Agency Operations 8 Webinar: Certificates & Additional Insureds: Navigating the Maze 13 14 Webinar: Time Element for Commercial Risks 16 CISR Personal Auto 22-25 CIC Agency Management Institute 22 CISR Personal Lines Miscellaneous William T. Hold: Protect Your Client, Protect Yourself 23 24 Webinar: And the CHAOS Continues: The Evolving World of Contracts, 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 7 Webinar: Man vs. Machine: Cyber Exposures & Insurance Solutions 7 William T. Hold: Protect Your Client, Protect Yourself 8 William T. Hold: Protect Your Client, Protect Yourself 13-14 James K. Ruble Graduate Seminar 14 Webinar: Executive and Management Liability 14-16 Property & Casualty Licensing Study Course William T. Hold: Commercial Lines Challenges 21 22 Webinar: To 12 Coverage Countdown: Answers, Evaluations & Revelations CISR Personal Lines Miscellaneous 22 22-25 CIC Personal Lines Institute 24 Webinar: Words Mean Things & Insurance is a Foreign Language 27-30 CIC Agency Management Institute 28 Webinar: Commercial Property Claims that Cause Problems 28 CISR Personal Auto 29 Webinar: Commercial Liability Endorsements to Watch Out For 29 William T. Hold: Protect Your Client, Protect Yourself 30 CISR Commercial Property

1 – 4 p.m. 9 a.m. – Noon York, Pa. Wilmington, Del. Ellicott City, Md. 9 a.m. – Noon Philadelphia, Pa. Philadelphia, Pa. 1 – 4 p.m. Wilkes-Barre, Pa. Wilmington, Del. 9 a.m. – Noon Erie, Pa. 1 – 4 p.m. Pittsburgh, Pa. 1 – 4 p.m. Mechanicsburg, Pa. Reading, Pa.

1 – 4 p.m. Baltimore, Md. Philadelphia, Pa. Pittsburgh, Pa. 1 – 4 p.m. Mechanicsburg, Pa. Allentown, Pa. 1 – 4 p.m. 9 a.m. – Noon Mechanicsburg, Pa. Harrisburg, Pa. Lancaster, Pa. Hagerstown, Md. 9 a.m. – Noon

JANUARY 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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