Primary Agent - March 2024

Special Edition:

CELEBRATING WOMEN IN INSURANCE

CAREER ADVICE FROM INDUSTRY LEADER

LINDA McCANN

EXCLUSIVE MEMBER MAGAZINE

ALSO INSIDE

MEET IA&B'S 2024 WOMEN OF INFLUENCE

Linda McCann, CPCU, AAI, CPIW – a longtime IA&B volunteer leader and insurance instructor –reflects on her career as an independent agency owner, discusses industry challenges, and shares career

for contributions to their agency, community, and

independent agency channel.

CELEBRATING WOMEN IN INSURANCE

Greetings! It is with great pride that I invite you to read one of my favorite Primary Agent editions of the year: the March issue which celebrates women in insurance.

This month’s cover features an insurance legend, Linda McCann, a trailblazer at IA&B and in the independent agent community at large. Flip through the pages and find inspiration from Linda and the rest of this year’s profiled Women of Influence.

We’ll conclude the celebration of Women’s History Month with two of the things that IA&B does best – providing professional development and connecting the independent agent community. On March 27 in Hershey, PA, we are holding the 2nd annual IA&B Women's Conference. Although we booked a larger venue than last year, this event quickly sold out again. The Women's Conference is shaping up to be one of our most popular events of the year.

As we recognize women’s contributions to our industry, it’s also important to acknowledge inequities. A 2023 report by Liberty Mutual and Safeco Insurance showed that women make up more than half of all employees in insurance agencies. The report goes on to say that, while women constitute the majority of the workforce, less than one-third of agency owners and principals are women.

In some areas, we’ve come a long way, and in others there are still strides to be made. Representation matters, which is why I’m especially excited about this month’s Primary Agent edition.

Join me in celebrating the accomplishments of the women featured in this edition, and the contributions women have made collectively to the industry.

Until next time,

Sarah Brown, CIC, CRM, AFIS Chair of the Board

INSURANCE AGENTS & BROKERS

650 Wilson Lane, Suite 200

Mechanicsburg, PA 17055

191 Main Street, Annapolis, MD 21401

800-998-9644 | IABforME.com

IA&B BOARD OF DIRECTORS OFFICERS

Sarah Brown, CIC, CRM, AFIS - Chair

Keller Brown Insurance Services | Shrewsbury, PA

Andrew Enders, Esq. - Vice Chair Enders | Harrisburg, PA

MEMBERS

Lisa Parry Becker, CPIA

Parry Insurance Langhorne, PA

Greg Bennett

Famous & Spang Associates Aberdeen, MD

Kate Dawson, CPIA

Ferri Dawson Insurance

Murrysville, PA

Len Gieseler, LUTCF

Evans Hauseman & Richard, Inc. Pottstown, PA

Bruce D. Kraft, AAI, CIC

Arbor Insurance Group Allentown, PA

Debra McAfee

McAfee Insurance Agency, LLC Wilmington, DE

Shayne McIntosh, CIC

JPI Insurance Associates Dillsburg, PA

Chris Miller, CIC

Miller Insurance Protection Team

Jonestown, PA

Michael Papa, CIC, MBA

Diversified Insurance Industries, Inc. Hunt Valley, MD

Bill Purdy

Purdy Insurance Agency, Inc. Sunbury, PA

Kent Reynolds, CIC

Blue Ridge Risk Partners LLC Hagerstown, MD

David Rivell, CIC, CRM Element Risk Management West Chester, PA

Jason Rodriguez, CIC

Prominent Insurance Svcs Wilmington, DE

Donna Roper

E K McConkey & Company York, PA

Candace Shoupe, AAI, AIC CBM Insurance Agency New Castle, DE

Bob Smyrl, CIC

Robert L. Smyrl, Inc. Hatfield, PA

Michael Thomas

Lighthouse Insurance Svcs Gambrills, MD

NATIONAL DIRECTORS

Mike Ertel (PIA)

AP Benefit Advisors, LLC dba The Jacobs Company | Columbia, MD

Diana Hornung, CIC (IIABA)

IOA National, Inc. | Wilmington, DE

Mark Monroe (IIABA)

Griffith Insurance, LLP | West Chester, PA

QUESTION: ANSWER:

Are you a member with a question?

CLAIRE-IFICATION

IA&B Vice President - Advocacy Claire Pantaloni, CIC, CISR

Contact Claire to find the answer at 717-918-9202 or ClaireP@IABforME.com.

I discovered a missing UM/UIM form in a file. Is it OK to backdate it to when the selection was effective and ask the customer to sign it?

Agents know that a missing UM/ UIM form, or any selection form, can have significant repercussions if a claim occurs. If the carrier cannot produce the form limiting coverage, the insured will get the maximum benefit available even though he/she didn’t pay the appropriate premium. Because most of these records are kept in the agency, the carrier will generally turn around and demand that the agency pay the carrier back.

As to backdating, it is a common temptation – and pitfall – to backdate agreements when a signature is missing. However, the practice raises both ethical and legal concerns. Authenticity and transparency are key to any contract. Backdating introduces an element of deception and a modified timeline around the formation of the contract. This can erode trust and generate disputes that are sure to spell trouble for the producer. Therefore, the practice of backdating any contractual documents when a signature is missing should be avoided at all costs. Instead, a new signature should be secured with the current date.

Handling a missing form – if you find a policy for which a selection

form is missing, you can reach out to the customer and point out that the document is missing and send him/her the forms again to date, sign, and return as soon as possible. Do not prefill the signature date on the form. If you are concerned that the policyholder will again not be diligent, let them know that absent the form returned by a specific date, the insurer will adjust the premium to reflect the fact that the selection form is missing and proceed to the change if the form is not returned.

Assessing and changing agency procedures – Implement clear processes to ensure that if customers do not return the forms by a certain date, the policy will revert to the level of coverage resulting from the missing form and the corresponding premium. When policyholders who dragged their feet returning the proper documents receive an additional invoice to reflect the coverage they failed to decline, they quickly reconsider and send signed forms. To make sure that the processes are followed, it is also advisable to audit your agency records on a regular basis.

Leveraging electronic options

– Electronic signature products

have made the process of securing complete signatures both easier and timelier. These products generally include their own automatic reminders and free up staff time, and cover letters can be added to personalize messages.

Finally, also keep in mind that if you discover a missing policy document, backdating a form could expose both the agency and the producer to an E&O claim, but also to regulatory action (consent order, fines or penalties, or worse), as well as carrier action (including agency termination).

This document is not a legal opinion and should not be relied upon as such. The intent of this document is to provide a general background regarding the topic or topics discussed, not to provide legal advice. Producers and agencies should consult an attorney regarding specific situations and specific questions with respect to the topic or topics covered in this document. Neither the Insurance Agents & Brokers nor any of its employees shall be responsible for any errors or omissions regarding any statements made in this document, nor any errors or omissions regarding any statutes, regulations, court rules, and/or any other government documents cited in this document.

UNDERSTANDING PROPERTY DEDUCTIBLES TO AVOID SURPRISES AT CLAIM TIME

By Cathy Trischan

A hurricane caused significant damage to three buildings owned by your commercial client. Your insured knows the policy includes a $100,000 deductible for wind damage and is (grudgingly) prepared to pay for the first $100,000 in damage.

Imagine his surprise, though, when the claims adjuster explains that the total deductible for this loss is $300,000! The adjuster points to an endorsement that applies the wind deductible separately to each building. The insured and the producer missed this detail, and the agency

nervously anticipates the errors and omissions claim it is sure will follow.

In reviewing quotes, the detail of how a deductible applies is sometimes overlooked. Below are some of the things to consider when evaluating deductible options.

FLAT DEDUCTIBLES

With a flat deductible, a set dollar amount is deducted from the amount of the loss. The same deductible may apply to all covered causes of loss, or a higher deductible may apply to certain perils such as windstorm or theft.

PERCENTAGE DEDUCTIBLES

The key to understanding a percentage deductible is to understand what the deductible is a percentage of. While it is possible that the deductible is a percentage of the loss, that approach is not common.

Usually the deductible is a percentage of the property limit or a percentage of the value of the property. But what property? Is it all damaged property, all property at the location, or all property covered by the policy? Some policies even include business

income limits or values when determining the percentage.

If the percentage is based on values, are those values as of the inception date of the policy as declared on the statement of values or values at the time of loss? The danger of a deductible based on the value at the time of loss is that the insured is likely unaware of what the dollar amount will be, making it difficult to budget and plan.

COMMON DEDUCTIBLE CONCERNS

Regardless of the type of deductible, it is important to understand how it applies.

In most policies, the deductible applies per occurrence. The problem is that most property policies do not define occurrence. Think back to the litigation surrounding the property claims for the 9/11 attack on the World Trade Center. Two towers were destroyed by two planes – was that one occurrence or two? The answer was both, the court ruled, depending on which of two different policy forms applied.

Some policies apply the deductible separately to each location, to each building, and sometimes even to each type of property at each location or building. It is even possible for separate deductibles to apply to business personal property inside a building and property in the open. If the deductible applies per location, it is important to look for language that might consider each building a separate location, even if those buildings share a location address.

With respect to coverage for certain catastrophe perils, different deductibles may apply depending on

the location of the property and are usually based on wind zones/tiers, flood zones, or earthquake zones. If the covered peril is flood, watch for deductibles that are based on the amount of coverage available or recovered under National Flood Insurance Program (NFIP.)

It is also important to know what type of catastrophe the deductible applies to. There is a difference, for example, between a windstorm deductible, a named storm deductible, and a hurricane deductible. After Superstorm Sandy hit the states of New York, New Jersey, and Connecticut in October 2012, the governors of all three states declared that hurricane deductibles should not be applied as the wind speed of the storm was less than 74 mph when it hit land in the state. Windstorm and named storm deductibles, though, did apply.

LIMITING THE EXPOSURE

For insureds who are forced to accept deductibles higher than they would like, deductible buyback policies can help. Imagine an insured covering a $5,000,000 building with a 5% windstorm or hail deductible that is based on the limit of insurance. The insured may not be able to absorb a $250,000 deductible. A deductible buyback policy fills some of the gap – bringing down the $250,000 deductible, for example, to $25,000. When quoting a deductible buyback policy, it is crucial that the producer and insurer understand how the overlying deductible works so that coverage is properly written.

Commercial property deductibles can apply in a number of ways. Paying attention to the deductible

details, before coverage is bound, is crucial when evaluating coverage options. Til next time!

Cathy Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS, TRIP is IA&B’s commercial lines education consultant. She works with our CIC and CISR programs, as well as our live CE webinars. Catch her at one of our upcoming courses: IABforME.com/education

An audio version of this article is also available as a podcast

live CE webinar,

highlights the latest

to ISO’s forms.

IA&B members and staff at the January “Evening in Annapolis” event, where they met with over 25 Maryland Delegates and Senators to kick off the state’s 2024 legislative session.

MD LEGISLATIVE SESSION IN FULL SWING

In the first weeks of Maryland’s 90-day session, nearly 1,000 bills were filed in the state legislature. IA&B is tracking dozens of proposals that could have an impact on independent agents or the insurance industry at large. At the time this issue of Primary Agent went to print, these included:

HB 1227/SB 1015: Altering the types of elements and units for which a council of unit owners is required to maintain certain property insurance; and limiting instances when an owner of a detached unit within a condominium is required to carry homeowners' insurance on the entirety of the unit. Introduced in response to last year's passage of HB 98.

HB 36/SB 231: Prohibiting a public adjuster, or anyone acting on behalf of a public adjuster, from soliciting or attempting to solicit a client within

24 hours after a loss or damage as covered by an insurance contract or between the hours of 8 PM and 8 AM, and extending the amount of time an insured over the age of 65 may rescind or cancel a contract with a public adjuster to seven days.

HB 83: Repealing limitations on noneconomic damages in civil actions for personal injury or wrongful death.

HB 229/SB 254: Requiring motor vehicle insurers to participate in a real-time verification program for insurance policies for law enforcement purposes.

SB 172: Prohibiting an insurer, with respect to private passenger motor vehicle insurance, from increasing a premium based on the claims history of an insured where two or fewer of the claims within the immediately preceding three-year period were for accidents or losses caused by a collision with a free-roaming wild animal and for which the insured was not at fault for the loss.

HB 265/SB 336: Repealing education and experience requirements for insurance producers, including property and casualty, life, health, annuities, and certain limited lines licenses. Examination requirements are unaffected.

Monitor Agent Headlines for updates throughout the session, which runs until April 8. Need additional information? Contact IA&B Government Affairs Director John Savant at JohnS@IABforME.com or 717-918-9214.

BIG “I” LEGISLATIVE CONFERENCE

IA&B members in Pennsylvania and Delaware: Join IA&B for the Big “I” Legislative Conference coming to Washington, D.C. on April 10-12. The annual event brings together approximately 1,000 independent agents from across the country to talk with lawmakers about issues important to them and their clients.

IA&B pays for member agents’ registration fee and hotel room.

To register, visit: IABforME.com/ eventregistrations/?eventId=6904

PA WORKERS’ COMP RATES TO DROP

Workers’ compensation policies effective on a new and renewal bases as of April 1, 2024 will be impacted by revised loss costs and related values. The Pennsylvania Insurance Commissioner earlier this winter approved the Pennsylvania Compensation Rating Bureau’s (PCRB) proposal as filed for an overall average change in collectible loss costs of -7.88%.

While attending the PCRB’s annual meeting late last year, IA&B received an overview of the data used to support the loss cost filings. The data analyzed boils down to the interaction between frequency and severity of claims and the resulting trends that emerge. As in prior years, the increases in severity are more than offset by a continuing decline in frequency. Of note:

▲ Most of the year’s change is driven by the fact that the year 2018 is

now dropping from the sliding 3-year period analyzed. 2018 was particularly heavy in large losses.

▲ While the data used is from policy years 2019 to 2021, approximately 1,400 COVID-19 claims totaling $14M were altogether excluded from the calculations to avoid skewing trends with one-time disruptions. Longer-term disruptions caused by the pandemic (such as the increase in hybrid/remote work) are expected but should be naturally embedded and reflected in future rates. The changes will become effective on April 1, 2024.

▲ The employer assessment is slightly reduced. PCRB.com

Now part of Harford Mutual Insurance Group, Clearpath Specialty provides specialized Workers’ Compensation coverage to protect your business.

recruitment efforts throughout Pennsylvania, Maryland, and Delaware.

Continued on page 16

Q& A with LINDA McCANN

Linda McCann, CPCU, AAI, CPIW is a consultant with Bay Shore Insurance, an independent agency specializing in trucking insurance. She retired as president of the Salisbury, MD agency on Dec. 31, 2023. During her 40+ year career in insurance, Linda served on the IA&B Board of Directors, IA&B Government Relations Committee, and as an instructor.

Q. You and your husband started your agency from scratch in 1985. Tell us about those first months and years in the business! What was it like, and how did you persevere?

A. Our first year was pretty brutal. My husband Bill and I started the agency because we both lost our jobs at the same time when the agency we were running was purchased. Fortunately, we had enough savings that would enable us to pay our normal bills for about 18 months without any income. Our thought was that if we could survive for 18 months, we had it made! We were so fortunate to have so many industry people offering help, encouragement, and assurance that we took the plunge.

We initially shared office space with a local entrepreneur who owned the building. We had one furnished office, and I had a desk in the reception area. Rent was cheap because I also answered the owner’s phone and took messages for him. We needed cheap. We had one company that offered us a contract. We purchased a typewriter, two calculators, and office supplies. We had a phone line installed, bought two signs, joined IA&B, purchased an E&O policy, and were off to the races. At the end of our first month in business, we had written one General Liability policy with a premium of $250. We were on fire!

By the end of 1985 we had made a (small) profit, and I was able to draw a small salary, enough to make my car payment and buy groceries! In the almost 40 years we’ve been in business, we have always shown a profit at the end of the year. Now, some years we ended up cutting our salaries so we would be profitable, but the agency was never in the red. We are very proud of that accomplishment.

You ask, how did we persevere … we had no choice! We had a child, a mortgage, and car payments. Our philosophy is “you do what you have to do to succeed.” We are both high achievers; failure is not an option. Once we got through the first year, we had obligations to our clients, as well as the companies and brokers we represented. We believe in living up to our obligations.

Q. Bay Shore Insurance specializes in commercial transportation insurance. How did you develop that niche, and how has that market evolved over the years?

A. The first insurance job I had was with an agency that specialized in “trucking” insurance. I met my husband through my job; he was working for a trucking company that our agency insured. We married a year after meeting, and within two years the agency had expanded greatly. My

boss asked if Bill might be interested in being a producer, since he had the contacts and knowledge about the trucking industry. He came in for an interview, was hired, and quickly became the top producer in the agency.

We both had developed relationships with so many individuals working for companies and/or brokers that specialized in transportation. They knew that we were knowledgeable, honest, and had the skills and ability to succeed. It was only natural that we specialize in what we both knew so well.

When I first started, I needed less than 10 pieces of information to quote a client. You could literally put the information on a cocktail napkin! I now need two pages of information, which includes their life story and the promise of their firstborn if they have an accident. That’s a slight exaggeration!

The trucking industry has evolved as much as the insurance industry and many other entities. There are more government regulations, better technology, and greater expectations and litigious attitudes from the general public.

Q.Looking back over your career, what professional accomplishment(s) are you most proud of and why?

A. I am very proud of obtaining my CPCU designation. It took about eight years of studying at night, after working all day, doing the mom thing at home, and finally picking up a CPCU book. I can’t tell you how many times I woke up at midnight with the book open on my chest! Passing the 10 courses was quite an accomplishment. At the time they were all essay questions. No guessing, you either knew the material or you didn’t!

But my proudest accomplishment is the formation and growth of our agency. I applaud every agency owner out there, just for being able to survive. We have always had the best staff of talented, experienced professionals, and I am proud of them all, past and present. Our staff turnover has been minimal in the past 38 years, which helped us exceed our expectations. Our son joined the agency 15 years ago, and his talents and skills have helped us grow by leaps and bounds. I look at our premium volume now and would never have predicted we would be this large.

Continued on page 11

Progressive would like to congratulate Woman of Influence nominee Athena Wolfer.

Continued from page 9

Q. You’ve seen industry changes, threats, and trends come and go. What do you consider the biggest challenges and opportunities facing independent agents today?

A. Currently one of the biggest challenges is staffing. As an industry, we must attract younger people. So many of these young individuals have vastly different expectations than many of us had when we were their age. How do we attract and then integrate them into our work environment? It’s a challenge for us to sometimes change our entire operations and how we operate to accommodate new employees. I am quite pleased to see that many agencies are having success in getting younger employees involved.

I think this challenge is also an opportunity, not just for agents, but the whole industry. We can educate a new generation about the industry and its importance to our economy and society. I am happy that companies and agencies are embracing this opportunity to better market our industry to a new generation.

Q. What advice do you have for young people – in particular, young women – who are beginning their career as an independent agent?

A. I have had the privilege of training many young women over the years. My advice has always been to educate yourself about our industry. Knowledge is power! Don’t be afraid to ask questions; if you don’t understand something, ask a more experienced person to explain. Find someone who will not just give you an answer, but an explanation as to why or why not. Advocate for yourself, and don’t limit yourself to taking CE classes that only pertain to your current position. Let your supervisor know you want to expand your knowledge of the industry.

If you want to move into another position, prepare yourself for it now! Work on the skills and knowledge you need for that job and let people know that 1) you’d like to be considered for the position and 2) what you’ve done to be prepared. And, yes, women sometimes need to work harder to obtain the position they desire.

Continued on page 12

The traditional coverage your clients need The customized options your clients desire. The affordable price your clients deserve

Continued from page 11

Q.Congratulations on your retirement! We know you’ll remain involved at the agency, but what other plans do you have?

A. I really like being able to go to the gym at 8 or 8:30 AM instead of 5:30 PM! I am learning to play pickle ball and look forward to having fun with friends. I plan to travel more. I love to visit new places, learn about the people and their history, and see the beauty of this great country. The agency has always been my top priority after family, so taking vacations was difficult. I also hope to do more hands-on volunteer work. Best of all, I can go to my happy place – the beach – any day now instead of just on Friday as I’ve done for the past couple of years! Yeah!

A FULL-CIRCLE MOMENT

Exactly 34 years ago, Linda McCann (on right) was featured in The Pro-Agent's March 1990 issue, dedicated to women in insurance. The magazine was published by the Professional Insurance Agents Association of Pennsylvania, Maryland, and Delaware -- one of the agents' associations that merged to form IA&B.

Left: Linda was a valued panelist at IA&B's inaugural Women's Conference in March 2023. Below: Pictured with with IA&B VP-Advocacy Claire Pantaloni (center) and IA&B Chair of the Board Sarah Brown.

of Influence

Women have made valuable contributions to the independent agency system for generations. Their roles have evolved over the years, with women now represented in positions of service, sales, and – with growing equality – leadership.

In this issue of Primary Agent, we acknowledge women for the positive impact they make on those around them.

On the following pages, we highlight 11 remarkable IA&B members – the 2024 Women of Influence – for contributions to their agency, community, and the independent agency channel.

Meet the 2024 Women of Influence beginning on page 17.

NEWS & NOTES

Continued from page 7

This includes supporting the IA&B School of Insurance, which is scheduled to launch by the end of the year.

“IA&B’s strategic plan focuses heavily on bringing talent into our industry and, specifically, into our member agencies,” said IA&B President & CEO Jason Ernest. “Heather will be instrumental in this undertaking.”

Ulrich graduated from The Pennsylvania State University with a degree in applied psychology. She brings a decade of experience in project management, outreach, and advocacy with social service organizations in Berks County, PA.

IA&B members can reach her at HeatherU@IABforME.com or 717-918-9441.

REMINDER: EXPERIENCE RATING METHODOLOGY CHANGES

Changes are coming to the Pennsylvania experience rating methodology that will impact your insureds’ Workers Compensation policies. Learn what’s new by watching the recorded webinar, “Pennsylvania Experience Rating Plan: Preparing for the 4/1/24 Changes.”

This webinar is hosted by IA&B President & CEO Jason Ernest, Esq. and presented by Peter Gunn, Travelers Director of Workers Compensation Product. As an IA&B member, you have complimentary access to this recorded webinar, the presentation slides, and the corresponding Q&As.

ABOUT THE CHANGE

Effective April 1, 2024, the Pennsylvania Compensation Rating Bureau (PCRB) is making substantive updates to its experience rating methodology. This is the first comprehensive overhaul in more than 25 years, designed to complement the new Experience Rating Plan and newly designed Experience Modification Calculator. PCRB Circular No. 1801 introduces the modernized experience rating worksheet, which is now available.

IABforME.com/2024/01/24/prepare-now-for-experiencerating-methodology-changes/

THANK YOU, WOMEN’S CONFERENCE SPONSORS

The 2024 Women’s Conference, scheduled for March 27 in Hershey, PA, is made possible thanks to the generous support of these sponsors.

CONNIE L. BENCE, CIC

Job title: Agency Owner

Agency: Helwig Insurance

Location: Indiana, PA

What professional accomplishment are you most proud of?

For me, it’s that my daily work provides me with a way to use everything I’ve learned to express my genuine desire to help others. With the assistance of an outstanding staff, we’ve quadrupled the size of the agency, adding more carriers and choice options. I strive for constant improvement and to do the right thing every time, for the right reason. These priorities have brought me success without regrets!

What words of wisdom would you offer young women just beginning their insurance careers?

Twenty years ago, this industry was male dominated. And make no mistake – it still is! I believe success in the insurance industry comes from finding good mentors, and then taking every opportunity to continue one’s education. Because the industry changes constantly, doing the best job possible also requires daily dedication. I encourage young women in the field to embrace philanthropy, give back to their communities, and to become mentors themselves someday.

KATIE SNYDER BRUCH, CIC

Job title: Co-Owner / Office Manager / Commercial Lines

Agency: Snyder Insurance Agency

Location: Bethlehem, PA

What professional accomplishment are you most proud of?

I am most proud of my CIC designation. It was a turning point in my career as I realized I love commercial lines and the challenge that comes with it. I am also proud of pushing myself the last few years to step outside my comfort zone. I created a business plan and vision board, made multiple changes in the office to keep up with industry standards, and began more networking.

What words of wisdom would you offer young women just beginning their insurance careers?

Always take time to educate yourself and learn what you sell. When you become confident in your knowledge, it is evident. You must be comfortable taking risks, making mistakes, and learning from them. Always talk in a professional, yet down-to-earth manner. My final suggestion would be to know your limits and maintain your work/life balance. Loved ones come first because they will be the lynchpin that helps your business succeed.

DEB CALLAHAN

Job title: Director of Personal Lines

Agency: Element Risk Management

Location: West Chester, PA

What professional accomplishment are you most proud of?

I went from a successful marketing manager to a stayat-home mom for 12 years. My biggest professional accomplishment was proving to myself that I could return to the workforce – even a new industry – and find success again. I attribute this success to the leaders who believed in me and challenged me to recognize my abilities as an individual and a leader. I am lucky to have those same leaders ahead of me today.

What words of wisdom would you offer young women just beginning their insurance careers?

Be confident and trust yourself. Don’t let the fact that others have years of experience put self-doubt in your mind. Lean into these teammates and learn from them. Ask lots of questions; there is never a stupid one. You will encounter many situations that are brand new. Failure is part of your growth, so don’t be afraid to make mistakes.

KATHLEEN COBURN, CIC,

AAI, AU, API, AIS

Job title: Vice-President of Underwriting

Agency: CBM Insurance Group

Location: New Castle, DE

What professional accomplishment are you most proud of?

While I am proud of the certifications I have received, the thing I am most proud of is helping people understand how insurance works and why it is important. Having knowledge to share with clients and colleagues is rewarding in itself. Being an insurance nerd, I get excited learning from others to increase my knowledge. And with this industry, there is no shortage of things to learn.

What words of wisdom would you offer young women just beginning their insurance careers?

Keep up with your education. Classes and designations are great, but learning from trusted mentors who have been there, done that, is invaluable. If you can find a great person to learn from, don’t be afraid to ask questions. It pays dividends if you can use someone else’s experiences to help you go forward in your career.

ANGIE DILLER

Job title: Agency Manager

Agency: Gibbel Insurance Agency

Location: Lititz, PA

What professional accomplishment are you most proud of?

I am most proud of becoming a Certified Life Coach. How does that align with insurance? The skills I honed –effective communication, cultivating trust and empathy, and goal-setting – make managing a team of agents a rich and rewarding experience. Empathy is essential for understanding clients’ needs, while motivation techniques get everyone on board in achieving mutual goals. I’m proud that our office isn’t just about policies and premiums; it’s a place of support and success.

What words of wisdom would you offer young women just beginning their insurance careers?

After 30 years as an agent, I would offer the advice to embrace humility and resilience. I’ve had my share of mistakes over the years. Missteps are detours, not dead ends. Own your mistakes, learn from them, find a professional and/or personal mentor, and keep growing. No one improves by pretending to be perfect, nor from giving up after what feels like defeat. Keep getting up. The insurance world and your clients need women like you!

GINA DOYLE, CISR

Job title: Director of Personal Lines

Agency: Capstone Group

Location: Lower Gwynedd, PA

What professional accomplishment are you most proud of?

Building strong relationships with clients has been the cornerstone of my success, and that is what I am most proud of. It’s not just about the initial transaction and doesn’t end after issuing the policy; it’s about the ongoing trust and rapport that leads to client retention and continued referral opportunities. It has been immensely gratifying cultivating relationships that go beyond the typical client-provider dynamic and building lasting partnerships.

What words of wisdom would you offer young women just beginning their insurance careers?

Insurance is a dynamic industry which can be both exciting and challenging. Embrace learning and invest in your professional development. Seek mentorship; a mentor can offer valuable insights and accelerate your career development. Build strong relationships and cultivate connections with your colleagues, your clients, and industry professionals. Keep updated on the latest technological advancements and stay informed about industry trends. Most importantly, believe in yourself and your capabilities.

EMILY BOLLINGER MILLER, CIC

Job title: Partner & Risk Advisor

Agency: Barnes-Bollinger Insurance Services, Inc.

Location: Westminster, MD

What professional accomplishment are you most proud of?

The great re-shuffling of talent affected our firm greatly in 2021. I am most proud of how we spent the year and a half after recruiting, retaining, and building our team to be stronger than ever. Being creative and intentional about developing a team to best match with our clients has proved to be rewarding. Ultimately, it is great feeling to be investing in the right people.

What words of wisdom would you offer young women just beginning their insurance careers?

Don’t be shy to lean into your natural talents and explore where that takes you in our industry. I see women shy away from sales or producer roles because they aren’t certain if the pressure is for them. Most women in service roles fail to recognize the power they hold in the sales process. Don’t let fear or intimidation keep you from shining in a role that brings you fulfillment.

AMY G. MITCHELL, CIC, CISR

Job title: Vice President Commercial Solutions

Agency: AP Murray

Location: Lancaster, PA

What professional accomplishment are you most proud of?

My client had a complicated fire loss. Working with our claims team, I was able to interpret policy language and explain to the property engineer and adjustor the reasons that landscaping invoices should be applied to Ordinance and Law coverage. We make a promise to our clients to be here when something bad happens, and having the coverage written correctly is a great accomplishment –not to mention the appreciation from your client!

What words of wisdom would you offer young women just beginning their insurance careers?

You are the future of our industry and must be willing to push outside your comfort zone, ask questions, sit in the front row, and engage executive management, as they are a wealth of knowledge and appreciate sharing their experiences. Underwriter relationships are important, especially in difficult times; let them know you value them. Be inquisitive with clients and prospects; they appreciate when we are willing to listen and learn about their industry.

STACY POWERS, CPA

Job title: Property & Casualty Leader

Agency: Brown & Brown Insurance Services, Inc.

Location: Conshohocken, PA

What professional accomplishment are you most proud of?

Early in my career before transitioning to insurance, I acquired my CPA license/designation, which was a large accomplishment. Most recently at Brown & Brown, I was asked to take on several projects, including to co-lead our internal Women’s Teammate Resource Group, The Power of She. Our group’s mission is to create an inspirational and safe space to foster and deepen relationships, and to find and offer mentorship, leadership, and development.

What words of wisdom would you offer young women just beginning their insurance careers?

Entering the insurance industry is the first of many great decisions you will make! Insurance is a long-standing, stable industry with a multitude of career paths. Explore different roles to find your true passion; learn and grow your insurance knowledge early. Volunteer for projects that will push you out of your comfort zone. Get involved in the industry, build your network, and advocate for yourself. It will all pay off in the long run!

ATHENA M. WOLFER

Job title: Brokerage & Marketing Director, Personal Lines

Agency: White Clay Insurance

Location: Newark, DE

What professional accomplishment are you most proud of?

I am most proud of the culture of caring and compassion that I have been able to build inside White Clay Insurance. The wellbeing of my team is a top priority. Stepping away from a traditional salesfocused viewpoint has allowed our agency to create a collaborative and respectful environment, which has ultimately yielded a positive experience for our team, policyholders, and referral partners.

What words of wisdom would you offer young women just beginning their insurance careers?

The old adages of education, networking, and mentorship remain true. It’s also important to advocate for yourself and your clients, prioritize your mental health, and throw away old practices that aren’t working. Lastly, join and support your local “girl gang.” There is a huge network of us out here who are rooting for your success – find your people!

Thank You

Thanks to these partners for supporting the independent agent network.

PLATINUM PARTNERS

Acuity

Erie Insurance

Keystone

Millers Mutual Insurance

Penn National Insurance

GOLD PARTNERS

Chesapeake Employers Insurance Company

Chubb

EMC Insurance Companies

Farmers of Salem

Iroquois Mid Atlantic Group

Liberty Mutual Small Commercial / State Auto / Safeco

MMG Insurance

Mutual Benefit Group

Nationwide Insurance Company

POM Insurance Company

Progressive Insurance

BECOME A PARTNER TODAY

Interested in becoming a partner?

Reach out today.

Tim Wonder

IA&B VP-Membership

717-918-9223

TimW@IABforME.com

MADISON Q. ZIEMBA

Job title: General Agent & Sales Trainer

Agency: Ziemba Insurance

Location: Back Mountain & Kingston, PA

What professional accomplishment are you most proud of?

With a multi-generational family history in the insurance industry, I initially sought success in the corporate realm to prove myself to myself before being chosen by my family to lead our agency. Despite working for a major software company, my proudest achievement remains assuming the role as the nextgeneration agent for our family business.

What words of wisdom would you offer young women just beginning their insurance careers?

In an industry that seems to have been primarily male dominated for years, do not let stereotypes scare you. Shape and create your own version of what an insurance agent looks like! By creating this new version of an insurance agent, we are paving the way for young women who will come after us.

MISSION

Risk is everywhere. In everything. With Applied Underwriters by your side, the gears of commerce, innovation, and exploration keep turning. Experience the unrivaled heart and unwavering service that only Applied delivers.

Learn more at auw.com or call (877) 234-4450.