Primary Agent – August 2020

AUGUST 2020

JOANNE

MILIZIANO BANKOS ON AGENCY PERPETUATION

CUSTOMER CARE & COVID-19

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AUGUST

CONTENTS

2020

FEATURED 12

N THE COVER: INTERVIEW WITH O JOANNE MILIZIANO BANKOS I A&B Member Joanne Bankos looks back at purchasing Collens-Wagner Agency – and ahead to when her daughters will take over.

> > > > > 14 16

CUSTOMER CARE AND COVID-19 Temple University Assistant Professor (and licensed

insurance producer) John Dormuth offers a pep talk on how agents and brokers can show their value and solidify their role as a trusted advisor.

TIPS FOR TAKING CARE OF YOUR LAPTOP As work locations change and more users

shift to using other devices such as laptops to connect, it is important to ensure that your device is ready for the task.

JOIN US ON SOCIAL MEDIA: Facebook.com/IABforME LinkedIn.com/company/IA_and_B Twitter.com/IA_and_B

IA&B is the premier resource and champion for independent insurance agents in Pennsylvania, Maryland, and Delaware.

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 # 2020-8, is published monthly by IA&B Service Group Inc., a subsidiary of IA&B. Copyright 2020. 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.

MONTHLY 2 3 4 6 8 10 19 21

CHAIR OF THE BOARD’S MESSAGE DON'S DISCUSSION COVERAGE CORNER PRESIDENT'S MESSAGE NEWS & NOTES IA&B PARTNERS PICS & POSTS UPCOMING LIVE WEBINARS 1

CHAIR OF THE BOARD’S MESSAGE

SEARCHING FOR SILVER LININGS This August sure looks different than last and it certainly does not look like anything we could have ever imagined this spring. Week after week and month after month we find ourselves mired in uncertainty. There are new “normals” and also situations and events that cause high anxiety. But there are some bright spots!

One is our agent-customer relationships. As John Dormuth explains in his article (see page 14), this is a rare time when we and our businesses are facing many of the same challenges as our customers. What an opportunity to show empathy and prove our value! Things may never have been so “personal” as we talk with our customers, adjust coverage, and become engaged with them.

INSURANCE AGENTS & BROKERS 5050 Ritter Road | Mechanicsburg, PA 17055 191 Main Street | Annapolis, MD 21401 800-998-9644 | IABforME.com

BOARD OF DIRECTORS OFFICERS Craig S. Mader, Chair Crofton, MD Richard M. Rankin, CIC, Vice Chair Lancaster, PA

MEMBERS Sarah M. Brown, CIC, CRM, AFIS Shrewsbury, PA Emory Stephen Burnett, CIC, ARM Wilmington, DE N. Lee Dotson, CIC, AAI Wilmington, DE

Another is workplace flexibility. While the majority of us were not prepared for remote operations, we rose to the occasion. The lessons we learned and technology we acquired and utilized (see an article on page 16 about maintaining those laptops) will make our agencies more nimble to meet future demands. Like me, you may have overcome your trepidation about staff working remotely.

Andrew Enders, Esq. Harrisburg, PA

At IA&B there have been silver linings. Take online education for example. The team transitioned continuing education and designation curriculum to live, web-based training in a matter of weeks, and our member response has been fantastic! Members have adopted online learning and our education model may never look like it has, historically. The new format provides greater flexibility for many of you.

G. Greg Gunn, CIC * PA IIABA National Director Lemoyne, PA

I won’t sugarcoat it: These are anxious and uncertain times. Let’s fight through it and solve problems for our customers and ourselves, personally and professionally! I wish you and your family good health and safety and silver linings.

Respectfully,

Michael P. Ertel Sr. *MD PIA National Director Columbia, MD Len Gieseler, LUTCF Pottstown, PA

Bryan C. Hanes, JD Hagerstown, MD Lisa A. Leach Goth, CIC New Bethlehem, PA Elizabeth H. Martin, CIC Millersville, PA Mark J. Monroe West Chester, PA Michael A. Papa, CIC, MBA Hunt Valley, MD Jason Rodriguez Wilmington, DE D. Bradley Rosenkilde Jr. Hunt Valley, MD

Craig S. Mader Chair of the Board

Tara S. Silfies, CPCU Bethlehem, PA Robert L. Smyrl Jr., CIC Hatfield, PA J. Marshall Wolff, CIC, CPCU Easton, PA

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AUGUST 2020

DON'S DISCUSSION

DON'S DISCUSSION IA&B Legal & Corporate Affairs Director Don Bankus

Are you a member with a question?

Contact Don to find the answer at 800-998-9644, ext. 603 or DonB@IABforME.com.

QUESTION:

Do I have a duty to provide an updated Evidence or Certification of Insurance if I independently become aware that information in a previously issued form is no longer valid?

ANSWER: Sometimes a producer becomes aware that a previously issued Evidence or Certificate of Insurance contains information which is no longer correct or valid. Examples might be where:

• A residential real estate closing is postponed for several weeks, so the referenced coverage policy period would change as a matter of course as to the purchaser’s HO coverage; • A new customer/insured cancels his or her coverage shortly after having placed it via the agency, and the agency has issued certificates as requested; or • A carrier subsequently cancels a policy due to non-pay.

The short answer to the question is that, if not requested to do so, there is neither a duty nor a requirement to unilaterally and independently revise and resend updated forms. There are no regulatory and/ or statutory requirements to do so; there is no industry wide duty,

express or implied, to do so; and, the instructions for such forms do not include a requirement that producers engage in such a practice.

As has often been said, these forms, while important in both their purpose and content, merely represent a snapshot in time, with the information provided therein intending to evidence applicable information as of the date and time the respective form was prepared and issued by the producer/ agency. Absent a mistake as to applicable information during your initial preparation, your duty as to that form ends with its transmission to the respective recipient, whether the cert holder, mortgagee, loss payee, and/or additional insured, etc., as the case may be.

end up doing is creating a duty of care which did not previously exist.

Meaning if you unilaterally begin to issue updated forms of your own volition and at no-one’s request, even if it’s with regard to a single insured/account, you hypothetically should be engaging in such a practice under all such similar circumstances and for all insureds or former insureds when you become aware of a change of information.

FINAL THOUGHTS Given the countless circumstances and unforeseen events which can crop up on a day-to-day basis, be mindful that a solution you choose to implement, especially if it’s repeated, may unwittingly create a duty of care which otherwise may not exist.

DANGER OF UNILATERALLY IMPLEMENTING SUCH A PRACTICE On the flip side, there is no express prohibition against engaging in such a practice. So if, out of the goodness of your heart, you implement or engage in such a practice, what you

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.

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COVERAGE CORNER

COMMERCIAL PROPERTY, THE “BIG ONE,” AND DEBRIS REMOVAL

By Kevin C. Amrhein, CIC When chatting with agents about commercial property insurance, I’m often surprised at (and jealous of) how many have never had an insured experience a claim of significant damage – aka the “big one.” Unfortunately, such significant losses – caused by miseries like fire, wind, sinkhole, or explosion – are horrifying and necessary reminders of the value of adequate insurance.

My fear is that agents who have dodged the “big one” are poorly positioned to provide a proper property policy (alliteration is my jam). I’ll summarize my fear in a single word: debris.

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Debris – specifically, removing it from the premises after a loss – adds a cost factor that is less predictable/ quantifiable than the property values conjured up via the estimation software used to set policy limits.

In some cases, the ISO Building And Personal Property Coverage Form (CP 00 10 10 12) offers respectable cover for such costs under Additional Coverage a. – Debris Removal. It’s a hefty load of policy language, so please consider the following explanation as an oversimplification: Provided all conditions are met (a few of which I’ll mention below), AUGUST 2020

the policy allocates up to 25% of the paid-loss-plus-the-deductible to cover the cost of debris removal.

For example, if a fire causes $200k of damage and the policy applies a $10k deductible, the insurer will pay up to $50k to the contractor providing the debris removal service (25% of paid loss plus deductible). Further, if the $50k is not sufficient to cover the contractor’s bill for service, the policy offers up to an additional $25k to cover the cost of debris removal.

In this example, the insured could receive up to $75k to cover the removal cost of debris caused by a $200k fire loss. Sufficient? Hopefully!

AND HERE COMES THE PART WHERE I SCREW IT UP The 25% factor explained above is subject to policy limits. Thus, if the $200k fire loss wiped out the full limit of insurance, the insured would no longer receive the $50k and would be eligible only for the additional coverage – up to $25k – as it is payable in addition to the limit. Sufficient? Hopefully … but how can we know?

What stuff became debris? Is heavy equipment or a special hazard team needed for removal? What is the current demand for removal services and its effect on cost? These and many other subjective factors validate agents’ concerns that, simply stated, there’s just no clear way to predict this cost.

EXAMPLES OF POLICY CONDITIONS THAT COULD LIMIT COVERAGE • Debris must be created by a Covered Cause Of Loss. What if the debris was created by flood or earth movement? What if a hurricane is the culprit and the policy is written x-wind?

• Debris must be property that is described in the policy as Covered Property. What if the insured pays to remove all debris from the windstorm including some that used to be a fence on the abandoned premises next door?

• A lease requires the tenant to cover costs associated with the removal of damaged property owned by the landlord. Is the tenant required to insure the building he/she occupies, and was cost of debris removal considered when setting limit?

• Debris cannot be property that is described in the policy as Property Not Covered. What if the insured pays to remove debris of what used to be a functioning dock and watercraft prior to the windstorm?

TAKEAWAYS FOR THE AGENT First, start with the basics: Review the commercial property policy forms offered by your insurers – not all of which will mirror the ISO conditions discussed previously – specifically for information regarding debris removal.

Kevin C Amrhein, CIC, is IA&B‘s education consultant.

He works with our CISR and CIC programs, as well as our special topic seminars and live webinars.

Catch him at one of our upcoming professional training offerings: IABforME.com/education.

Second, review the following: What property does your insured have on the premises that does not meet the policy’s description of Covered Property or is specifically described as Property Not Covered?

Could there be property on the premises that could exponentially increase the overall removal cost?

For example, many property owners have seen their bills skyrocket due to special services required for asbestos removal.

Is your insured reliant upon or subject to a lease of premises? If so, what responsibilities are imposed on the parties regarding property insurance? Consider debris removal coverage and if/how it’s addressed in the responsible party’s insurance policy.

Finally, consider options to increase coverage. In many cases, the insurer may offer an endorsement to increase the amount of the additional coverage.

That’s all for now. Until the next round … cheers!

AN HOUR WITH KEVIN Register for a 1-hour webinar.

Member Price: Just $25 Earn CE by attending 1-hour webinars with IA&B Education Consultant Kevin Amrhein, CIC. INSURING YOUR SIDE GIG AUGUST 20 11 AM - Noon INSURING MODERN TRANSIT RISKS AUGUST 26 2 - 3 PM Register today.

IABforME.com/webinars 800-998-9644, option 1

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PRESIDENT'S MESSAGE

ONWARD & UPWARD A MESSAGE FROM JASON ERNEST As we enter the latter part of summer and stare at a very uncertain fall (COVID, the election, and who knows what else), simplicity may be the key.

As we try to deal with the unknowns, it would be helpful to keep those things in our control simple.

I’d like to suggest you take a look at IA&B’s market access program – Independent Market Solutions (IMS). It allows members a quick and easy way to expand their markets, without the pressures that come with direct carrier appointments.

Simplicity comes in carriers like Attune and V3. Both are cutting-edge online platforms that allow the agent to quickly quote on their own. With Attune, you get a robust small commercial market; with V3, a comprehensive workers’ compensation product. Both can allow IA&B agents to expand their commercial appetite, which is a key for independent insurance agents moving forward. It’s also simple to place niche risks, like jewelry and hospitality coverage, through IMS. And standard carriers like Travelers, Progressive, and MetLife give you an easy way to expand your agency mix.

Through a quick and easy application process, you have access to any or all of these carriers. You get extremely competitive commission rates on the business you write, and there is low to no production requirements – much less stressful than those requirements you have when directly appointed.

IA&B built this program at the request of members and will continue to expand it from our members’ feedback. Also important, IMS is a partnership of 14 state associations like IA&B. As this program grows, it will represent a significant book of business. That aggregation of business will benefit all agencies that are writing in this program.

*

*

You can learn more on our website at IABforME.com/IMS. Then, you can sign up at IMSAcess.com. And, as a state-run market access program, you can reach out to us at any time with questions, feedback, and suggestions. IA&B Vice President – Membership Tim Wonder is managing this program, and he can be reached at TimW@IABforME.com or 800-998-9644, ext. 351.

Jason Ernest, Esq. IA&B President & CEO

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* MetLife & Progressive are only available in PA. AUGUST 2020

Be more than an insurance agent.

Be the hero your clients can count on.

Our agent partnerships are powerful. By developing tailored insurance products and high-level customer experiences, we give our agents the ability to deliver the protection their clients deserve. And, with every EMC policy, agents can help clients fight off costly risks, report claims in a flash and get them safely back on their feet. It’s this combination of innovation and service that makes an EMC agent a real hero.

www.emcins.com ŠCopyright Employers Mutual Casualty Company 2020.

All rights reserved.

NEWS & NOTES PPP FLEXIBILITY ACT SIGNED INTO LAW In case you missed it … agencies and their clients now have more flexibility in using funds loaned under the Paycheck Protection Program (PPP).

Earlier this summer, Congress passed and the president signed into law H.R. 7010, the Paycheck Protection Program Flexibility Act. This legislation made several changes to the PPP (part of the bipartisan CARES Act passed by Congress in March), specifically:

• Reducing from 75% to 60% the percentage of loan money that must be spent on payroll

The Maryland Insurance Administration (MIA) recently published a bulletin providing insurance industry stakeholders with a summary of all of the 2020 insurance legislation signed into law by Gov. Larry Hogan. Access the bulletin, which includes life and health as well as property and casualty bills, for a summary of each and the effective dates.

• Extending the timeline for repayment of loans

Insurance.maryland.gov

• Extending the window for businesses to spend funds loaned under the program from eight to 24 weeks

• Extending the deadline for rehiring workers from June 30 to Dec. 31 • Allowing payroll tax deferment for loan recipients Monitor Agent Headlines for any follow-up COVID-19 legislation.

SUMMARY OF MD INSURANCE LEGISLATION Although Maryland state lawmakers wrapped up an abbreviated 2020 legislative session early due to the COVID-19 pandemic, they passed a number of insurance-related bills which will take effect in the coming months and beyond.

Among these is Senate Bill 40 (Chapter 558), which prohibits insurers from increasing the renewal premium for a private passenger motor vehicle policy based on a homeowner’s insurance claim, and

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vice versa prohibits insurers from increasing the renewal premium for a homeowner’s policy based on a private passenger motor vehicle insurance claim. The bill provides that motor vehicle insurers may consider homeowners’ claims, and homeowners’ insurers may consider motor vehicle claims, when rating the policy at the time of initial application and issuance. The new law takes effect July 1, 2021.

PA NOW OFFERS REMOTE LICENSING EXAMS Aspiring insurance producers in Pennsylvania now have greater flexibility in taking their licensing exam. Beginning on July 1, PSI Services began offering remote testing.

IA&B met with PSI Services and the Pennsylvania Insurance Department in advance of the go-live date to learn about the changes. Of note:

• PSI unveiled a new landing page for its exams, home.psiexams.com.

• At registration, candidates perform a compatibility check to ensure they have the necessary hardware and software (including a webcam).

• Exams are proctored remotely.

• Candidates learn immediately if they passed or failed. (They receive score reports via email.)

AUGUST 2020

DE CYBERSECURITY PROGRAM REQUIREMENT Delaware agencies: Is your Information Security Program in place? The Delaware Insurance Data Security Act was signed into law in July 2019. In part, it required agencies to develop and implement an Information Security Program addressing a number of specific elements by July 31, 2020.

• For those agencies with 15 or more employees, access our template (via the URL below), developed to help members formalize their program.

• For those with fewer than 15 employees, you may be exempt from this specific requirement; however, you are not exempt from other laws and regulations that also require the development and implementation of an information security program (think: GrammLeach-Bliley Act).

• For those agencies already complying with the Information Security Program required under the Health Insurance Portability and Accountability Act (HIPAA), that program will be sufficient to meet the new Delaware requirement.

As mentioned above, a template is available to members who wish to build their Information Security Program/Policy.

In addition, other requirements of this most recent law apply to all agencies, regardless of size, including the duty to notify the commissioner of any data breach within a certain timeframe.

IABforME.com/DE_cyber

E&O CONSIDERATIONS FOR NEW EXCLUSIONS As COVID-19 or pandemic-specific exclusions start popping up in certain policy renewals, now is the time to review agency renewal procedures and make any necessary adjustments.

Access the tools you need to better serve your clients!

BEST PRACTICES In general, and from a risk management and “best practices” standpoint, agents handling renewals are advised to: 1. Compare the expiring policy to the new policy, to ensure that the coverages are continuing and that there are no newly added exclusions (such as a COVID-19 exclusion) or limitations added to the policy that would limit coverage (“Mirror Test”).

2. If there are new exclusions or limitations in the renewal policy, indicate those in writing to the customer, so that the customer is informed of the limitation.

3. Have the customer sign acknowledging the change in coverage or, at a minimum, include a call-to-action in the notice, such as “If you have any questions about the coverages discussed above, or would like to make changes to these coverages, please contact our agency at your earliest convenience to make the appropriate changes.”

The team at PIN is focused on helping your agency better serve your clients. As a member, you have access to expanded product offerings, better pricing, and a network of experts to help you retain and grow your commercial and personal insurance business.

Leverage the power of PIN. Become a member.

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Producernet.com 717-581-9284

4. Document all calls, emails, texts, etc. in the agency management system.

The same guidance can be applied to changes between a proposal and an actual policy that is issued.

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IA&B PARTNERS PROGRAM

OUR FEATURED PLATINUM PARTNER Insurance Agents & Brokers proudly recognizes The Main Street America Group as one of its Platinum Partners. IA&B Platinum Partners dedicate the highest level of sponsorship to our organization.

OUR COMPANY The Main Street America Group CORPORATE HEADQUARTERS Jacksonville, Florida Chris Listau, CEO Northeast Region Headquarters Syracuse, New York Northeast Region President Jonathan Spacher Northeast Region Sales Directors Lisa Brannigan – Delaware, Maryland, Pennsylvania, New Jersey Kristin Schoenbach – New York Northeast Region Field Representatives Stacey Backhaus (Eastern NY) Joshua Bastian (Hudson Valley NY) Steven Burns (MD) Judy Jack (Western NY) Martin Kyper (Central PA) Eric Morrissette (NY) Gary Reisman (NJ) David Roshala (Western PA) Beth Summerville (Central NY) LeeAnn VanParys (Finger Lakes, NY) Northeast Region Markets Delaware, Maryland, New York, Pennsylvania A.M. BEST RATING A (Excellent) 10

The Main Street America Group’s rich history began 96 years ago when we formed our company to serve the insurance needs of Grange fraternity members. Today, Main Street America’s affiliated insurance companies provide a full line of competitively priced personal lines and commercial lines products and services to individuals, families and small businesses in 31 states, and fidelity and surety bond products in 47 states and the District of Columbia.

AUGUST 2020

IABforME.com/Partners2020

We annually write more than $1 billion in premium, have surplus of over $628 million and more than $2.6 billion in total assets.

In 2018, Main Street America merged with American Family Jonathan Spacher Insurance, the nation’s 13th-largest property/ casualty insurance group, becoming the enterprise’s channel to distribute products through independent agents.

Through our eight “A” rated property and casualty writing companies — including our largest carrier, NGM Insurance Company — we partner with 3,000 independent agents to provide superior, personalized service to over 600,000 policyholders.

As the founding company partner of the Trusted Choice® brand, Main Street America is fully committed to the independent agent distribution channel. We strive to meet the needs of our customers (agents), and our customers’ customers (policyholders), better then anyone else in the market.

To become our customer and represent Main Street America in your market, please visit msagroup.com and click on the “Become an Agent” link. ** A.M. Best’s rating of “A” (Excellent”) applies to The Main Street America Group and its eight affiliated writing companies. Ratings listed hereinare as of Feb. 25, 2019, are used with permission of A.M. Best, and are subject to changes by the rating service, For more information about ratings, please access www.ambest.com

THANK YOU Thanks to these partners for supporting the independent agent network.

PLATINUM PARTNERS Acuity Donegal Insurance Group Erie Insurance Farmers Mutual Fire Insurance Company of Marble Insurance Agents & Brokers Service Group Inc. Millers Mutual Group Penn National Insurance Plymouth Rock Assurance The Main Street America Group

BECOME A 2020 PARTNER TODAY Interested in becoming a partner?

Please don’t hesitate to contact us.

Jess McWilliams, Education Senior Director 800-998-9644, ext. 503 JessicaM@IABforME.com 11

Q&A with

JOANNE

MILIZIANO BANKOS Joanne Miliziano Bankos, CIC is president of CollensWagner Agency, a full-service independent agency located in York, PA. She is active in the community and serves on the Salvation Army Advisory Board, York East Rotary Board, Christopher Columbus Scholarship Board, and SpiriTrust Lutheran Foundation Board.

Q. You’ve worked in the insurance industry since the ‘70s.

What are the biggest changes you’ve seen over the years?

We both attended seminars on agency perpetuation and different ways to value an agency. When the time came, Jack came up with his calculation on the value of the agency, and I did my calculation. Surprisingly our values were very close to each other. We spoke with our accountant and our legal advisor and went through with the transition. Jack eased into his retirement by working three days a week for five years.

A. The biggest change has to be technology. When I started in the insurance business, I was rating policies manually. Computers were just starting to be used. No faxing, no cell phones, no texting, no emails, and no internet. The biggest change in the last 10 years is the way we are running our business. Today we rate and issue policies on the company website’s and use digital signatures for applications.

The only advice I can give regarding an acquisition is get to know who you are going to sell to or who you buy from because it is like a marriage – you don’t want any surprises.

Due to COVID-19, we have learned that our industry is able to work remotely and still be productive. We have even changed the way a proposal is presented in this digital world. We used a video presentation to explain our proposal for a renewal quote so the client could listen to the presentation in their free time. This industry is moving so quickly, I cannot imagine what the next 10 years will bring.

A. A family-run business can be the hardest and the easiest transaction. Hardest because we have tax laws to abide by. Easiest because I know my daughters are both ready to take on the challenge to grow the business and make it their own.

Q. Your daughters – Laura and Christina – manage the agency with you. How are the three of you approaching agency perpetuation?

Q. In 2007, you took over Collens-Wagner from Jack Ulrich. Tell us about that transition. Any advice you’d share as a result?

A. That transition was the easiest business transaction I ever went through. Jack and I worked together for 30 years. We always knew what each other was thinking and

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knew that someday I was going to take over the agency.

Laura, my oldest daughter, graduated from the Pennsylvania State University (PSU) with a degree in Kinesiology. She had sales experience, so Jack Ulrich convinced her to join the agency. Christina also graduated from PSU with an insurance degree. She saw how Laura and I enjoyed insurance, so she wanted to join us in this business. When she graduated, I wanted her to work for an insurance company to get the company experience, but Jack convinced her to join the agency right out of college.

AUGUST 2020

ON THE COVER I am fortunate to know my daughters are ready to run the agency and take on the insurance industry. They will continue to put our client’s needs first and are always ready to listen, advise, and protect.

them, and they felt comfortable dealing with me. They told their friends, and today I am insuring their children and grandchildren. It was a wonderful opportunity for me to start my book of business.

Q. During the COVID-19 outbreak, Collens-Wagner transitioned to remote work. What were the biggest challenges? Were there any unforeseen benefits?

Q. Collens-Wagner is ingrained in the York community.

For those who aren’t familiar with York, share what makes it special.

A. At the beginning of March, we started planning for if and when we may have to work remotely. Our biggest challenge was getting a new phone system because we did not have VOIP. If we were going to work from home, we wanted our clients to call the office and have a seamless call – answered by the receptionist and transferred. It took some time to work through the issues, but everything was up and running by the time the governor indicated essential businesses should work from home if feasible.

A. Collens-Wagner has been a part of the York Community since 1915, and it has always been very important to give back to our community. Our staff is involved in many nonprofit organizations.

The benefit is it has been seamless, and employees enjoy working from home. We also are fortunate to have IA&B to contact with questions or concerns, especially when we start the re-opening process.

Q. We understand that you have a number of ItalianAmerican clients. How did that come about, and what challenges and opportunities does that present?

A. I am the first generation in my family born in the United States. Both of my parents are immigrants from Sicily, Italy. I was raised in a family that spoke Italian as our first language. When I started in the insurance business, I worked for Reliance Insurance Company in their claims department. When that office closed, I went to the agency side of the business. I obtained my license and was able to earn additional income by writing new business. I started to contact all my parent’s friends. I could speak Italian with

I was born and raised in York. I married my high school sweetheart, and we raised our family in York. My daughters are raising their families in this community. What makes York special is the relationships you develop personally and professionally.

York is known for its history, industry, and culture. I enjoy going to the York Fair every year, known as The Oldest Fair in the Country. Plus, we are a short drive to Philadelphia, Washington D.C., New York, and the beaches in New Jersey – all of my favorite places to visit.

Q. Most travel plans are on hold these days, but where do you hope to visit once the pandemic ends?

A. We had a trip planned to go to Germany for the Oberammergau Passion Play, but that event was postponed until 2022. I cannot wait to reschedule that trip.

We had a cruise planned for the whole family in August, but we cancelled that trip and hope to go next year. We may go to Aruba later this year, but we will see what the future brings. We always have our home in Sea Isle City, N.J. to go to and spend time at the beach. Life is good!

Joanne Bankos (center) runs Collens-Wagner Agency with her daughters Laura (left) and Christina.

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CUSTOMER CARE & COVID-19

CUSTOMER CARE & COVID-19

By John V. Dormuth, MSIM, CPCU, ARM I won’t belabor the obvious changes to our lives and those of our clients and their businesses as a result of the many occurrences that have unfolded since March. Without question the COVID-19 global pandemic caught us all by surprise, and it has been impactful.

Instead I would like to offer encouragement to insurance agents and brokers who are on the front lines, charged with being there for their clients during periods of uncertainty. To the professional services providers who stand with their clients during previously unthinkable events, such as with COVID-19.

Beyond a somewhat localized natural disaster – such as a windstorm or perhaps a flood – it is rare for an event to affect the agent and agency operations in the same ways it affects clients and their businesses. Yet so it happened with COVID-19, and it continues to unfold. This is the first truly non-diversifiable, globally impacting, human health crisis to strike in more than a generation.

AN OPPORTUNITY FOR AGENTS During times of need, agents and brokers have the best opportunity to deepen relationships with clients. From 14

the immediacy of the crisis through business recovery and a return to normalcy, agents are there to see that the insurance products perform as they were sold, provide constant communication, and offer insight and encouragement. These are the times when the rubber meets the road and the agent can really display their skills for their client.

These are also the times when empathy matters. Standing in the shoes of our client is sometimes a difficult and uncomfortable position, though it is the best opportunity for the agent to demonstrate their tenacity and initiative.

COVID-19 is an event where we all share in the power of this experience. Each of us feeling the effects of this crisis and its continued uncertainty.

TAKE ACTION While the consequences of the pandemic take shape, now is the time to empathize and use whatever communications means that are most comfortable to your clients to stay engaged. Rather than just focusing on the annual service cycle of the past, react to the present needs and desires of your clients. Triage risks and business

AUGUST 2020

circumstances with them. Help them look out to the horizon and measure the effects.

your firm are well versed. Understand the greater context of their needs.

When your client feels your empathy and sees it in your actions, you are well on your way to being that trusted business advisor – so often mentioned and so often unachieved. While we all were forced to hunker down at the beginning of COVID, agents must resist the urge to stay in that mode. Going purely transactional may have been acceptable at the onset; however, it will certainly not suffice for the longer term. You must walk the talk of your firm’s capabilities. Your clients need you now more than ever.

PLAN AHEAD This pandemic will end. And we will all have learned so much from it. Our methods of doing business likely will change; however, the reasons our profession remains so valuable to clients will not. Our spirit, empathy, initiative, tenacity, and knowledge are the intangibles clients purchase. And, it’s the consistency in delivery of these attributes that solidifies the relationship.

BUILD PARTNERSHIPS Our industry is ultra-competitive with the innate ability to barter knowledge and swift delivery for the right to provide continued services. If you are not at the table, or regularly engaging virtually, with your client during these unusually trying times, you should be wondering who is.

Use this highly unusual time to empathize and be creative in holding meaningful discussions with your clients. Allow them to articulate their immediate goals and objectives.

Partner with them to deliver on the items in which you and

Be there for your clients. There are the days when consistent effort matters the most. Share this experience with one another, and build those mutually beneficial relationships. You’ll be so glad you did!

John V. Dormuth, MSIM, CPCU, ARM is Director of Industry Relations/Assistant Professor of Practice at the Temple University, Fox School of Business, Department of Risk, Insurance and Healthcare Management (RIHM). Prior to joining Temple, John spent 25 years in the P&C insurance industry fulfilling roles related to client service, sales, marketing, and company operations.

SPECIALIZED INSURANCE COVERAGE FOR

ORCHARDS AND HOBBY FARMS If you are not at the table, or regularly engaging virtually, with your client during these unusually trying times, you should be wondering who is.

FROM THE FARM INSURANCE EXPERTS AT

– John Dormuth Bow, NH 877.552.2467 • www.aimscentral.com Please refer to actual policy for details. Policies are underwritten by Great American Insurance Company, Great American Insurance Company of New York, Great American Alliance Insurance Company, and Great American Assurance Company, authorized insurers in 50 states and the DC. Products not available in all states. ©2020 Great American Insurance Company, 301 E. Fourth St., Cincinnati, OH 45202. 5607 AGB (05/20)

15

TECHNOLOGY UPDATE

TIPS FOR TAKING CARE OF YOUR LAPTOP

By Ryan Emerick As work locations change and more users shift to using other devices such as laptops to connect, it is important to ensure that your device is ready for the task. Nowadays, a desktop is similar in overall office application performance compared to using a laptop, and working remotely brings its own set of challenges in order to get the most out of your device. These ideas below are based on a variety of common laptop issues that our help desk team works on every day, as well as potential disruptions that you may encounter while working.

UPDATE ISSUES When powered off or in sleep mode, a laptop may not connect to get Windows updates as they are available.

As Microsoft typically issues patches multiple times a month, having an old laptop that is not used frequently or a computer that is never rebooted keeps any patches from being applied. Best practice is to log off from your account when finished working and to make sure to reboot your computer on a regular basis to make sure that it can be up to date on any anti-virus, Windows, or other critical patches to improve security.

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BATTERY CARE Batteries in all electronic devices have a limited lifespan (often around ~500 full discharges). With a desktop PC, this is not something that users think about, but it can be valuable to remember in order to extend the lifespan of any laptop. It is best to not have laptops or cell phones plugged in all the time when working but rather keep the charge level at 20-80% if possible to preserve battery health. When the charge is kept in this range, the overall stress and wear on the battery cell is much lower, and therefore it can retain much of its original capacity. While your devices are smart enough to not overcharge past 100%, they function much better and for longer when the battery is not sitting on maximum energy level at all times.

USB-C CONNECTIONS Newer laptops often utilize a reversible USB-C port for charging, connecting to a dock, and for accessories. This is quickly becoming the new standard plug for phones and laptops in the wild, and it is a great improvement from proprietary charging systems with expensive specialty cables. With this convenience and important nature however comes the need to be extra careful when

AUGUST 2020

plugging cables in. Our help desk team has found that users need to be more careful when plugging in versus typical USB ports or older style connections. Overall, it and many of the smaller ports used to create thin and light devices may not be as durable as you expect based on experience with older equipment.

PROPER VENTILATION In order to avoid overheating and the reduced performance that goes along with it, it is best to use laptops on a flat surface where air can reach the bottom cooling vents. Using a desk, table, or an elevated surface allows the air to flow, fans to function, and the processer inside of a laptop to run at its designed speed. We recommend avoiding placement of a laptop on a bed, couch, or blanket for a prolonged period of time due to this reason. In addition to device slowness, the heat generated can eventually cause damage to the battery and even cause the laptop to be uncomfortable to the touch in extreme cases.

KEYBOARD CARE While it may seem obvious, keeping your keyboard and trackpad clear of any debris will ensure that your laptop is able to function well while working. There are a lot of sensitive electronics below the keys from LED backlights to switches that can be damaged if ignored. Wipe away any accidental moisture that gets near these areas from drinks or your hands. Use a can of compressed air to regularly clean underneath the keys to remove any crumbs or obstacles preventing smooth keyboard travel. It also is a good idea to turn off your laptop first, and then wipe it down with a disinfecting wipe to clean the keys, remove germs, and also get visible dirt off of the surface.

Taking the time to take care of your laptop will go a long way in ensuring that your work experience will be a success, regardless of physical location.

As client experience manager at Kite Technology Group, Ryan Emerick builds and maintains strong client relationships by managing and overseeing client accounts and ensuring that their technology needs and goals are being met. For more than 28 years, Kite Technology has been passionately helping agencies leverage technology to drive productivity, bolster security and maximize business performance and results.

To learn more, please visit kitetechgroup.com.

SAVE TIME & MONEY on Recruiting | Hiring | Training WAHVE is an innovative contract staffing solution that matches retiring professionals to fill your staffing needs.

Contact Bill Hunt at WAHVE today!

Bill.Hunt@wahve.com • 646-807-4372 ext. 3757 *Mention your IA&B membership for a discount on set-up fees.

CYBER SECURITY VULNERABILITY ASSESSMENT IT ONLY TAKES ONE WEAK POINT FOR A CYBER ATTACK Measure Your Risk Now Our partner, Radiant will gauge the vulnerability of your agency’s devices without disrupting your daily operations.

IABforME.com/Radiant TO LEARN MORE, CONTACT: IA&B President & CEO Jason Ernest, Esq. 800-998-9644, ext. 415 | JasonE@IABforME.com 17

WORKERS’ COMP IS ALL WE DO. Among the men and women that keep our world moving are those with calloused hands and hard hats. At AMERISAFE, our duty is to keep these workers protected.

amerisafe.com - 800.897.9719 © 2020 AMERISAFE, Inc. AMERISAFE is a registered trademark of AMERISAFE, Inc. SAFE ABOVE ALL and the AMERISAFE LOGO are trademarks of AMERISAFE, Inc. All rights reserved.

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AUGUST 2020

PICS & POSTS

PICS & POSTS

Facebook.com/IABforME LinkedIn.com/company/IA_and_B Twitter.com/IA_and_B

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PRIMARY AGENT EDITORIAL Editor: Karen Robison KarenR@IABforME.com 800-998-9644, ext. 606 Contributing editors: Jennifer Ross Megan Fioretta Melissa Telesha

SALES Account Executive: Travis Yaga travis.yaga@theygsgroup.com 717-430-2021

EDUCATION ANNOUNCEMENT IA&B will continue our online-only education policy through the end of the calendar year. This includes our annual Futures Conference for young agents.

Throughout this time, we pledge to provide highquality education from engaging faculty in formats that prioritize your health.

Monitor IABforME.com for the latest.

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AUGUST 2020

TRAINING & EDUCATION

IA&B MEMBERSHIP MEANS

MARK ET ACCESS

UPCOMING WEBINARS AUGUST 2020

• You will be the agency of record on all policies • No initiation or monthly fees • Low to no volume commitments • Standard commission rates • 100% ownership of expirations • A broad mix of standard and niche markets that are state specific

IMSaccess.com

Contact Tim Wonder, VP - Membership TimW@IABforME.com • 800-998-9644, ext. 351

IA&B Members: Shopping your policies?

Connect with Other Agents and Get CE Credits Online Register today! 800-998-9644, option 1 IABforME.com/OnlineTraining DATE

TOPIC

TIME

Aug 4

CISR Life & Health Essentials

8 AM - 4 PM

Aug 4-5

CIC Agency Management

8 AM - 5 PM

Aug 6

CISR Personal Auto

8 AM - 4 PM

Aug 6

Agent’s E&O: Duties, Ops, Checklists

1 - 4 PM

Aug 11

Use Life Insurance Against Fin Losses

9 AM - Noon

Aug 11

Cyber Coverage: Data Breach & More!

1 - 4 PM

Aug 11-19 James K. Ruble Graduate Seminar

8 AM - Noon

Aug 12

Add Insureds, Certificates & Headaches 1 - 4 PM

Aug 13

CISR Agency Operations

Aug 18

Adventures/Aging: Retirement Finances 1 - 4 PM

Aug 19

Culture, Ethics and E&O

1 - 4 PM

Aug 20

Hour w/Kevin: Insuring Your Side Gig

11 AM - Noon

Aug 20

Adventures in Aging: SS & Medicare

1 - 4 PM

Aug 20

William T. Hold: Personal Lines

8 AM - 4 PM

▲ Umbrella

Aug 25

Commercial Add Insured Endorsements 9 AM - Noon

▲ Employment Practices Liability

Aug 25

HO Policy Coverage for Modern Family 1 - 4 PM

Aug 25

CISR Commercial Casualty I

8 AM - 4 PM

Aug 26

Hour w/Kevin: Modern Transit Risks

2 - 3 PM

Aug 27

CISR Elements of Risk Management

8 AM - 4 PM

IA&B Service Group can help protect your assets. We provide: ▲ Errors & Omissions ▲ Cyber Liability

800-998-9644, option 3

8 AM - 4 PM

IABforME.com/agency_insurance

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AmGUARD • EastGUARD • NorGUARD • WestGUARD

oud

I

s

In times of crisis, it’s reassuring to know that our company has a network of industry experts representing us on the front lines.

Thank you for your help in relaying COVID-19 relief measures we have implemented to ease some of the financial burden on our policyholders.

APPLY TO BE AN AGENT: WWW.GUARD.COM/APPLY/