Primary Agent - September 2020

LOOKING OUT FOR THE PLACE THEY CALL HOME Not only does Grinnell Mutual insure homes and rental properties, but we can cover what’s inside, too. Your customers can be confident in their future knowing that we will keep our promise to provide coverage for what’s important to them. Trust in Tomorrow.® To find out more about what we can do for you and your customers, contact Jason Leister, Sales Manager, at jason.leister@grinnellmutual.com.

AUTO | HOME | BUSINESS * Products available in Pennsylvania only

grinnellmutual.com “Trust in Tomorrow.” and “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2020.

SEPTEMBER

2020

CONTENTS

FEATURED >>>>> 4

PROPERTY COVERAGE FOR REMOTE WORK IA&B Education Consultant Kevin Amrhein, CIC,

takes a deep dive into the ISO HO-3 and how it responds to property damage in various remotework scenarios.

10

INTERVIEW WITH ANDREW ENDERS

14

MANAGING TELECOMMUTING

I A&B Board Member Andrew Enders reflects on his agency's responses to the pandemic and civil rights movement.

Focusing on strong performance management

positions you to manage your employees no matter where they work. Score tips, tools, and rationale to make it work for your agency.

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 # 2020-9, 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 8 9 11 20 21

CHAIR OF THE BOARD’S MESSAGE CLAIRE-IFICATION NEWS & NOTES WELCOME NEW & RETURNING MEMBERS IA&B PARTNERS PICS & POSTS UPCOMING LIVE WEBINARS

1

CHAIR OF THE BOARD’S MESSAGE

PRACTICING GRATITUDE Gratitude. That’s a concept easily lost in the tumultuous, reactive world we are currently navigating. But I’d like to take a moment to express my gratitude and the gratitude of our membership right here in this column.

IA&B is led by a dedicated group of member agent volunteers – truly great and wonderful people who are generous with their time and are committed to our agents’ association and to the industry at large. They are also generous with their expertise. I have called on members for help with coverage interpretations, for markets, and for advice in many areas, and I appreciate their willingness to share their knowledge. What they bring to the table during our board meetings steers us to achieving our goals as an organization.

I’d like thank those who, as of this month, have completed their terms on the IA&B Board of Directors: Mike Ertel (MD), Shannon Lipniskis (PA), Mark Monroe (PA), and Liz Martin (PA). And I’d like to welcome our newest directors: Greg Bennett (MD), Jason Hess (PA), Chris Miller (PA), and Bill Purdy (PA). Our “veteran” IA&B Board members look forward to working with them.

I would also like to thank each of you reading this message for your dedication to our profession and for your membership in IA&B. Collectively, we are a force. Our customers rely on us to solve problems, protect their assets, and insure their lives. Our strength in numbers benefits our advocacy with lawmakers and carriers. It positions the independent agency system and, in turn, our clients for long-term success. For all of you folks, I am grateful!

Respectfully,

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 Gregory H. Bennett

Bel Air, MD

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

Wilmington, DE

Andrew Enders, Esq.

Harrisburg, PA

Len Gieseler, LUTCF

Pottstown, PA

G. Greg Gunn, CIC

Lemoyne, PA

Bryan C. Hanes, JD

Hagerstown, MD

Jason R. Hess

Coraopolis, PA

Lisa A. Leach Goth, CIC

New Bethlehem, PA

Christopher J. Miller, CIC

Jonestown, PA

Michael A. Papa, CIC, MBA Hunt Valley, MD William H. Purdy

Sunbury, PA

Jason Rodriguez

Wilmington, DE

D. Bradley Rosenkilde Jr.

Hunt Valley, MD

Tara S. Silfies, CPCU

Bethlehem, PA

Robert L. Smyrl Jr., CIC

Hatfield, PA

J. Marshall Wolff, CIC, CPCU Easton, PA Craig S. Mader Chair of the Board

NATIONAL DIRECTORS Michael P. Ertel Sr. (PIA) Columbia, MD G. Greg Gunn, CIC (IIABA) Lemoyne, PA

2

SEPTEMBER 2020

CLAIRE-IFICATION

CLAIRE-IFICATION

IA&B Vice President - Advocacy Claire Pantaloni, CIC, CISR Are you a member with a question?

Contact Claire to find the answer at 800-998-9644, ext. 604 or ClaireP@IABforME.com.

QUESTION:

Is it permissible for agencies to implement a “no cash” policy for walk-in payments?

ANSWER: These answers are based on recent ( July 2020) exchanges with the regulators in all three states.

PENNSYLVANIA

DELAWARE

MARYLAND

In Pennsylvania, the Insurance Department’s position is that an agent cannot refuse to accept cash as payment of premium. The Department’s rationale is that, even though there may not be a specific prohibition in the law on refusing to take cash, it is legal tender, and refusing to accept it could cause some issues of timeliness of payment, including lapses or cancellations for non-pay.

In addition, because cash payments are sometimes the only option in poorer communities where minorities may be disproportionately represented, it could be perceived as a discriminatory practice or a form of redlining. The Pennsylvania Insurance Department has always considered cash to be an acceptable form of payment, and refusing to take it would be “thin ice” for a producer, according to the Enforcement Division.

Delaware’s position is less strict.

The Department of Insurance (DOI) recognizes that there is nothing in the law that prohibits an agency from refusing to take cash. If people have other means to pay, and they are given advance notification that cash will not be accepted, then there is no harm, no foul: People can use other payment methods, and everything is fine. However, the DOI also recognizes that cash is legal tender, and if a customer has no other methods of payment available (i.e. no checkbook or credit card), refusing the cash payment could cause other issues, including loss of coverage, that could fall back on the producer.

In addition, as in Pennsylvania, it could give the appearance of a discriminatory practice.

Maryland is more flexible: There is nothing in statute or regulation that requires a producer to accept cash payments. As long as the producer is treating all policyholders the same in this regard, they do not view this policy as a problem. In other words, Maryland mainly focuses on consistency of treatment so that the agency does not run into a discriminatory practice issue.

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.

We CLAIRE-IFY the information your agency needs Check out our COVID-19 page at IABforME.com/COVID-19 IA&B is your #1 resource for the most current information about insurance & COVID-19.

We have state-specific information about: • Regulatory & Governmental Changes • Insurance Coverage Concerns • Small Business Worries

3

COVERAGE CORNER

WORKING FROM HOME: NO ISSUE WITH PROPERTY COVERAGE … UNTIL THERE IS

By Kevin C. Amrhein, CIC Meet my friend Wilson.

He’s a software engineer. Like millions of other employees around the world, at the onset of the pandemic, he was directed by his employer to work from home. It was a temporary arrangement … until it wasn’t. After a few months, his employer decided to maintain a remote workforce indefinitely.

The office lease was nonrenewed, stipends were provided to assist staff in setting up workspaces, and essential equipment was assigned to

4

various employees to be kept at their respective homes.

Wilson decided that the apartment above his detached garage was the perfect spot for his new home office. Furnished and equipped, this underutilized space never looked better. In the garage below, he used some cabinet space to store the employer’s excess equipment.

Everything was going great … until it wasn’t.

SEPTEMBER 2020

THE LOSS A summer storm toppled two large trees on Wilson’s premises. One smashed through the back bedroom of his house, and the other came crashing through the roof of the detached garage. Both caused major structural damage as well as damage to personal property.

The adjuster had no issue covering the damage to and personal property in the dwelling. However, Wilson was shocked to learn there was

A FEW EXCERPTS FROM ISO HO-3 DEFINITIONS 3. "Business" means: a. A trade, profession or occupation engaged in on a full-time, part-time or occasional basis; SECTION I - PROPERTY COVERAGES B. Coverage B - Other Structures 2. We do not cover: a. Land, including land on which the other structures are located; b. Other structures rented or held for rental to any person not a tenant of the dwelling, unless used solely as a private garage; c. Other structures from which any "business" is conducted; or d. Other structures used to store "business" property. However, we do cover a structure that contains "business" property solely owned by an "insured" or a tenant of the dwelling, provided that "business" property does not include gaseous or liquid fuel, other than fuel in a permanently installed fuel tank of a vehicle or craft parked or stored in the structure.

no coverage to repair the $35k in structural damage to the detached garage and only $2,500 of coverage for the damaged personal property inside his office.

THE PROBLEM The ISO HO-3 specifically defines the term “business.” For the purpose of

this discussion, I’ll review only part a. of this definition (see orange box).

Wilson’s actions as a software engineer clearly fall under part a. Next, take a look at item No. 2 of Coverage B – Other Structures as defined in Section I – Property Coverages (see orange box).

The adjuster is denying coverage for Wilson’s detached garage based on the language in part c. As a side note, using the language in part d., it could be argued that even if Wilson did not set up an office in the detached garage, his act of storing the excess equipment owned by his employer there may have resulted in no coverage.

To be clear, the coverage limitation here in the HO-3 is exclusive to Part B – Other Structures. Had Wilson set up the office and stored the equipment in his dwelling, there would have been no limitation for structural damage.

As for the amount of coverage for personal property – $2,500 – this limitation is found in Coverage C – Personal Property, item #3 – Special Limits Of Liability, part h.

THE SOLUTION As I’ve said many times in my classes over the years, there’s very little insurers won’t do for more money.

I’m hopeful the low-risk nature of Wilson’s work – and also the work of many other Americans who have set up workplaces in Other Structures on their premises – would not cause the insurer pause when asked to broaden the policy’s property coverage. For example, ISO’s HO 04 42 – Permitted Incidental Occupancies endorsement may be used to bring back cover for the Other Structure as well as remove the $2,500 limitation on

personal property used primarily for “business” purposes.

COMMERCIAL INSURANCE CONSIDERATIONS As a personal lines agent, there’s only so much you can control regarding your insured’s work-fromhome exposures. For example, if your insured is not the owner of the business, there are concerns regarding commercial insurance that Continued on page 7

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. COVERAGE CONCERNS FOR SERIOUS STORM EVENTS SEPTEMBER 9 2 - 3 PM MORE COVERAGE CONCERNS FOR SERIOUS STORM EVENTS SEPTEMBER 10 11 AM - Noon Register today.

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

5

Why are

75% of independent agencies across the country joining a network?

Because scale is necessary regardless of the size of your agency.

Keep your independence and grow your book with a top national network.

Not only is ANE outperforming the industry, our contract is SIMPLE, the fee is MINIMAL, and the ability to leave is EASY.

To learn more, contact: information@ane-agents.com | (800) 700-9643

COVERAGE Continued from page 5

your insured may wish to express to the employer before something bad happens. Here are a few examples of inquiries that you could share with your insured and encourage him/her to discuss with the employer:

Get the tools & support you need to better serve your clients!

• Should the insured be injured while working from home, are there any concerns with coverage under the employer’s work comp policy?

• Should the insured be engaging in the use of the employer’s I.T. infrastructure – this includes the use of hardware, software, or accessing data – while working from home, are there any concerns with coverage under the employer’s cyber risk policy?

• Should the insured be provided the ability to use from home any property owned by the employer – such as a computer, equipment, or inventory – are there any concerns with coverage under the employer’s commercial property policy?

• Should the insured be asked by his/ her employer to store any property of the business at the insured’s home, note the coverage limitation applicable to Other Structures as discussed previously.

With PIN, you can gain access to the nation’s top personal lines insurance companies, expand your product offerings, leverage better pricing, and tap into our team’s expertise and fresh ideas to give your clients more and to keep you competitive in your marketplace.

Leverage the power of PIN. Become a member.

320 Granite Run Drive Lancaster, PA 17604-3320

Producernet.com 717-581-9284

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

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.

SEPTEMBER 2020

7

NEWS & NOTES DE TELEMEDICINE CHANGES SIGNED INTO LAW Eased restrictions on telemedicine services – part of Gov. John Carney’s COVID-19 emergency declaration – have been extended for the next year.

The Delaware Department of Insurance (DOI) in a recently released bulletin notified health insurance carriers and producers of legislation passed by the General Assembly and signed into law by the governor on July 17.

IA&B Education Senior Director Jessica McWilliams (right) presents Alexandra Yeity with her CISR scholarship in early 2019.

CELEBRATING ALEXANDRA YEITY, CISR A special congratulations goes out to Alexandra Yeity, CISR, of Cross Keys Insurance in Reading, PA. The first recipient of our full CISR designation scholarship, Alex completed her designation this summer.

The bulletin notes that, as a result of the eased restrictions set forth under the series of modifications and joint orders related to the COVID-19 emergency beginning in March, use of telemedicine has increased with positive results, “...sometimes leading to better health outcomes and likely long-term financial savings for both the patients and insurers.”

The Act took effect immediately and expires on July 1, 2021.

Since the 2019 launch of our program, we have awarded approximately $22,000 in scholarships for member agencies and individuals to attend IA&B education courses. Member agency scholarships are provided for CIC institutes, CISR seminars, and live CE webinars. Individual scholarships are awarded to those seeking a producer license, CIC designation, and CISR designation.

Insurance.Delaware.gov

Apply this fall for the next round of scholarships. Applications are due by Dec. 1, 2020.

Per the bulletin, beginning next month:

IABforME.com/scholarships

Take note of the recently approved credit table for the PA Construction Classification Premium Adjustment Program (PCCPAP). It will take effect on new and renewal policies beginning Oct. 1, 2020.

The basis for determining the PCCPAP credit is the total payroll (including overtime pay) and hours worked for each construction classification. Beginning next month, the credit will range incrementally from 5% for those with an hourly wage of $32.25, to 30% for an hourly wage of $50.05 and greater. within a certain timeframe. www.PCRB.com

NEW MARKET ACCESS FOR MEMBERS

MD ADDRESS PUBLIC ADJUSTOR MISSTEPS The Maryland Insurance Administration (MIA) this spring released Bulletin No. 20-23 to address complaints about public adjusters' non-compliance and to alert adjusters to a new requirement that takes effect Oct. 1, 2020.

After entering into a public adjuster contract with an insured, the adjuster receives the funds from the insurer on behalf of the insured, deducts the applicable fee, and disburses the remaining funds to the insured within 15 business days.

Insurance.Maryland.gov

8

PA CONSTRUCTION WORK COMP MANUAL REVISIONS

SEPTEMBER 2020

Placing certain risks can be difficult for a variety of reasons. But access to markets shouldn't be one of them.

As an IA&B member, you can utilize Independent Market Solutions (IMS) – a new program that provides access to a broad mix of statespecific standard and niche markets.

That means more new-business opportunities and growth potential for your agency.

IMS facilitates relationships between independent agencies and carriers without the need for a traditional

appointment. Access is free and limited to members of IA&B and our affiliated state agents' associations.

Unlike other market access arrangements, there are no initiation fees and low to no volume commitments with IMS. Plus, you will be the agency of record, enjoy 100% ownership of expirations, and receive standard commission rates.

Learn more at IMSaccess.com or contact: Tim Wonder, IA&B VP-Membership 800-998-9644, ext. 351 TimW@IABforME.com

Template Letter The sample letter can be used to notify employees that they have been in “close contact� with someone with a probable or confirmed case of COVID-19. It includes two templates: one for agencies where telecommuting is an option, one for agencies where it is not.

Rely on recent IA&B templates in the event of employee exposure to COVID-19. IA&B this summer released two sample documents: a sample exposure protocol (required in Pennsylvania) and a sample exposure notification letter.

IABforME.com/COVID-19

WELCOME

NEW & RETURNING MEMBERS NEW MEMBERS White Clay Insurance Inc. Newark, DE

SAMPLE COVID-19 EXPOSURE DOCUMENTS

These documents are available within our coronavirus resources at IABforME.com/COVID-19, under Coronavirus & Employment, Employer Guidance.

Apple Insurance Services Inc Nottingham, MD Miller Phillips Insurance Inc Saxonburg, PA York Insurance Services Inc Forest Hill, MD

Comprehensive Insurance Solutions LLC Pennsburg, PA Vencer Insurance & Risk Media, PA Preston & Grafton Insurance Agency Wexford, PA

Herrnberger Insurance Inc Washington, PA

Template Protocol Under the Worker Safety Order, Pennsylvania businesses authorized to maintain in-person operations must have a protocol in place, and ready to execute, as soon as they discover that the business has been exposed to a person who is a probable or confirmed case of COVID-19.

While not required (at the time of this writing) in Maryland and Delaware, member agencies in those states may also download and use the document.

RETURNING MEMBERS TGIF Solutions Inc Kittanning, PA Graham Insurance Group Inc Jeannette, PA Vencer Insurance & Risk Media, PA

Driscoll Insurance & Financial Services Inc Bethel Park, PA Myers and Bell Insurance Ephrata, PA

Herrnberger Insurance Inc Washington, PA Have a question about your member benefits? Contact: Tim Wonder, VP-Membership 800-998-9644, ext. 351 | TimW@IABforME.com

9

Q&A with

ANDREW ENDERS Andrew Enders, Esq. is vice president and general counsel for Enders, a full-service independent insurance agency located in Harrisburg, PA. In addition to the IA&B Board of Directors, Andrew serves as president of the Dauphin County Library System Board of Trustees and on the boards of directors for the Shining Light Thrift Shop and Harrisburg Area YMCA. Q. You worked at the Dauphin County District Attorney’s Office for five years. What prompted you to return to the family insurance agency?

A. I had a desire from a pretty young age to pursue a legal education. This paired nicely with the strong encouragement – and later, clear directive – that I needed to work elsewhere before I joined the family business.

I preferred transactional law and always figured I would work in a corporate setting, but I took an internship with the District Attorney’s office and then stayed on through and after law school. My time in the DA’s office was very intense. It felt as though I was always reacting to bad things happening to people. By 2011, I knew I wanted to use my profession to guide people before something bad happened to them. That was my genuine driver to return to our family business.

From the time I turned 15, I had worked for my dad at Enders. And I’d had my P&C license since I was 18 and maintained it all through college and law school. Insurance was my first love, and by the time I returned to the agency, it felt like a natural transition. My father and uncle were very willing and encouraging to have me come back on board.

10

Q. Tell us about about your your dad, dad,Donnie DonnieEnders, Enders,whom whomyou youfollowed followed into the business. business. What Whathave haveyou youlearned learnedfrom fromhim? him?

A. My father is such a genuine source of positive energy and influence in life, not just professionally but personally. I count myself blessed that get to work with him.

Donnie has an incredible reputation as a genuine savant in our industry. Peers, friendly competitors, and others seek out his counsel on insurance matters. I learned from him the element of becoming an educator about insurance for clients and peers. And I think his success in that area is owed in part to my mom, who was a 38-year educator. Those teaching principals have been very influential in my life.

It’s pretty impactful that at nearly age 69 Donnie continues to work every day and is involved and invested in our organization. He has a genuine desire to care for clients and the community.

Q. What’s the best part of your job?

A. It’s very rewarding that, on a day that something bad happens to a client, I can provide a source of professional strength. It motivates me to want to do the best for clients. If something happens personally or professionally to one of my clients, I want to be accessible and to help educate and comfort them and demonstrate that I care.

That’s the key conviction within our organization: that we remember that we’re working with real human beings.

They’re not just numbers or premium values to us. They are relationships that matter to me and my family and our entire team.

Continued on page 13

SEPTEMBER 2020

IA&B Members: Shopping your policies?

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

Thank You Thanks to these partners for supporting the independent agent network.

PLATINUM PARTNERS Acuity

800-998-9644, option 3

Donegal Insurance Group

IABforME.com/agency_insurance

Erie Insurance Farmers Mutual Fire Insurance Company of Marble Insurance Agents & Brokers Service Group Inc. Millers Mutual Group

Finally, workers’ comp insurance is as easy as pie.

Supporting your small business clients

Penn National Insurance Plymouth Rock Assurance The Main Street America Group

Broad risk appetite We cover almost 70% of class codes so there’s no need to shop around.

Simple online experience Submit quotes quickly and see their status in real time.

Savings of up to 30% We can schedule rate policies no matter the size to save your clients more.

Ready to partner with Pie? partnerwithpie.com/iab

BECOME A 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

IA&B works on your behalf to ensure that your state legislators and regulators understand the issues affecting agents.

And your financial support amplifies your message.

Please consider contributing.

More information at IABforME.com/AgentPAC

POLICYHOLDER RETENTION RATE

OVER

*

90%

When you only do one thing, you better do it well and workers’ comp is all we’ve ever done for over 30 years.

OUR DUTY IS TO KEEP WORKERS PROTECTED.

amerisafe.com - 800.897.9719 *Policyholder retention rate based on voluntary business that we elected for renewal quote: 93.1% in 2019. © 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.

12

SEPTEMBER 2020

ON THE COVER

Q&A

Continued from page 10

Q. Enders made an early and decisive move to close its physical office during the first wave of COVID-19. How did that go?

A. It’s the one time that my personal tendency to overanalyze and perseverate about an issue, whether real or perceived, benefited me. I’m not an expert in epidemiology or virology, but for context, I grew up in a family where my dad and grandfather were insurance professionals and my mother was an educator. I had been reading resources and started to synthesize the data, and there was something about the urgency in experts’ voices. I recognized early that this was going to be a significant event.

At the start of the pandemic, I needed to keep my team safe. They’re part of the Enders family, and I needed to do everything I could to eliminate the variables that could cause them harm. That being said, we were fully remote and operational within 72 hours. We had a jumpstart in that we were prepared for remote work, but we had not set up a remote work policy in advance. I thought it was better to be nimble and to make decisions quickly and then back into policy efforts.

We rely on our team. They are the professional core of what we do – that’s what they mean to us. That’s why I have not rushed to get us back into the physical office. And the response from our team has been a robust thank-you for not rushing back.

Q. When civil rights gained national attention this summer, Enders didn’t shy away from the topic. Talk to us about it.

A. Something I’m very proud of is, after the initial protests around George Floyd, we were vocal about our perspective on the situation. We released a public statement on social media and made a $2,500 donation to the Panther Ram Foundation’s Nutripacks Program, which is designed specifically to provide nutritious meals to students in the school district where our headquarters is located. We know that Black and Brown families are disproportionately affected by food insecurity. We also made a $2,500 donation to the NAACP Legal Defense Fund, which advocates through the court system not just for the Black and Brown community, but for civil rights.

There is so much room for our industry to grow and do better. At Enders, we’ve talked about diversity for years.

We’re reevaluating our strategy going forward. We pledge to not only talk and listen but to make diversity a part of organization’s fabric. We have are to do better. And I hope that others will follow our lead.

Q. We understand that you’ve become a marathon runner. What are your favorite races?

A. Running has become spiritual for me. It’s where I go and clear head. I love the Enders Harrisburg Marathon. It’s our third year as the title sponsor. I love the way it brings individuals together. I encourage my friends and members of the Enders team to participate and experience the energy and excitement. Last year my friends ran it together in a relay, which was the coolest. At this point, the 2020 race is still tentatively scheduled for November, although we’re trying to come up with plausible alternatives.

Personally, the Chicago Marathon is my favorite. It’s so runner friendly, and the city completely embraces it. The last mile, running up Michigan Avenue, is packed with people. It had to be one of the loudest experiences of my life!

Time to play “five favorites.” What’s your favorite … … band or musician? Grateful Dead is my go-to. Their music challenges me. And for all the snapshots and times they recorded, their music was constantly evolving, just so nuanced and spectacular – even in its reincarnations since Jerry’s passing. My other favorite is a little band out of Boston called Guster. They’re the closest to how my own band sounds. … caffeinated beverage? Coffee. I just love coffeeflavored coffee. I love the coffee shops in our area – Elementary, Little Amps, St. Thomas Roasters. You’d be hard pressed to find a coffee shop better than those three. … time of year? Autumn … vacation spot? I don’t go on vacations very often. For me, genuinely, even better than a vacation is running with my crew on Sunday mornings. That four-hour run is one of my favorite things, and I get to do it weekly. I can really detach – no phone, no computer. … IA&B resource or benefit? It became so apparent to me during COVID the depth of knowledge and guidance that IA&B offers on laws and regulations. It has been incredible.

IA&B aggregates resources and makes them accessible, which allows us to make the best decisions for our agency.

That’s worth the price of admission alone.

13

You don’t hire employees just to ‘be there.’

You hire them to produce, to serve your customers….

– Karen DiGioia

14

SEPTEMBER 2020

FEATURE TOPIC

MANAGING

Telecommuting Seeing Is Believing … OR IS IT?

Focusing on strong performance management positions you to manage your employees no matter where they work. On the following pages, Karen DiGioia – with IA&B’s contracted human resources firm, Mosteller & Associates – shares tips, tools, and rationale to make it work for your agency.

By Karen DiGioia

I’d like to start today with a short quiz. If you could take out a freshly sharpened No. 2 pencil, we can begin.

Question 1: Employee A leaves Chicago at 8 AM and heads in a westerly direction. Employee B is wearing blue socks and leaves New York City at…. Oops. I’m sorry, took a short diversion down standardized testing lane. Let’s try that again.

Question 1 (take two): Employee A comes in at the crack of dawn each and every day and doesn’t leave until everyone else is gone. This employee never asks to leave early and hasn’t taken a single sick day in five years with the agency.

Employee B works a modified schedule. This employee has to drop off the kids at day care in the morning and pick them up at the end of the day. This responsibility means that they are usually the last in in the morning and the first to leave. Some days, this employee asks to leave early to attend a school function or a sports game. From time to time, this employee asks to work from home because one of the kids is home sick.

15

FEATURE CONTINUED Pencils down. So, which is the better employee? Employee A or Employee B? (Cue the Jeopardy theme song.)

Employee A is there all the time, so Employee A must be the better employee, right?

I’m guessing my little quiz here hasn’t really fooled you.

The answer to which employee is “better” honestly is “we can’t tell from the information provided here.”

exist? And what results and outcomes do I expect?

SOME TYPICAL OBJECTS IN INSURANCE INCLUDE: • Number of referrals • Number of new prospects • Number of new policies • Number of connections with clients • Number of policies in-force

By focusing on strong performance management, you position yourself to manage your employees whether they are in the office, working remotely, or a little bit of each.

– Karen DiGioia While “presence” or time at work is easy to see (and, if we’re not careful, easy to believe), you don’t hire employees just to “be there.” You hire them to produce; to serve your customers; to enter and file customer applications and claims efficiently and accurately.

So, to truly measure how your employees are performing, you need to look at clearly defined position-appropriate performance indicators and performance factors against which to gauge their performance. You need to develop a process to communicate your expectations and provide regular feedback regarding performance in comparison to those defined goals and expectations.

Common performance measures typically include factors like quality and quantity of work, job knowledge, communication skills, interpersonal skills, relationship building, sales, teamwork, productivity, compliance, decision-making, and problem-solving skills. If you don’t have a structured performance appraisal format, check out the template available on the IA&B website. It’s a great place to start.

But what about position-specific goals and objectives? If you’ve looked at the template, there’s a place for these items right at the beginning. What should those goals and objectives look like, you may ask? You can figure that out by answering a couple of key questions: Why does this role

16

• Client retention rate • Customer satisfaction • Documentation error rate Define the appropriate performance indicators (or goals) for each position and quantify the expected results.

Communicate these goals to your employee (usually at the beginning of a new performance period), measure results, and communicate progress toward goals.

For example: Employees A and B in our quiz may have performance goals of three new policies a month, a customer satisfaction score of 85% or greater, and a client retention rate of 90%. Communicate these goals to your employees. If possible, also define the minimum level of acceptable performance. While three policies a month may be the goal, two may be acceptable performance.

Once that’s done, measure performance against those goals and communicate it to each employee on a regular basis. If you’ve set monthly goals, "regular" should be defined as monthly. If goals are quarterly, then communicate on, at least, a quarterly basis. If an employee appears to be “off track,” don’t wait until the end of the month or quarter to talk with them. Do it right away. The sooner you communicate, the less likely the “off track” behaviors will become ingrained, and the sooner they will be back on track.

So why are we talking about this topic now? In light of everything that’s going on – COVID-19…, civil unrest…, whatever else 2020 has thrown at us by the time you’re reading this (alien invasions?), aren’t there other critical topics to discuss?

From my perspective, the answer to that question is “no.”

By focusing on strong performance management, you position yourself to manage your employees whether they are in the office, working remotely, or a little bit of each. You don’t have to see your employees to be able to measure their contribution and performance. You also

SEPTEMBER 2020

ensure that you view employee performance in a manner that is equitable and free from bias. Set and communicate expectations and measure employee performance against those expectations and provide regular feedback. What could be simpler?

Not sure if it’ll help in the case of an alien invasion, but it certainly can’t hurt.

If you need assistance with performance management, managing remote workers, or anything else HR-related, don’t forget, as part of your IA&B membership, you have access to one-on-one assistance or advice. I can be reached at 610-779-3870 or karen@mostellerhr.com.

Karen H. DiGioia provided this article on behalf of Mosteller & Associates, IA&B’s contracted human resources consulting firm.

5

®

See the next page for Karen's companion piece

TOP TOOLS FOR MANAGING REMOTE EMPLOYEES HarfordMutual.com

17

5

TOP TOOLS FOR MANAGING REMOTE EMPLOYEES

1

And while we’re on the topic of managing employees, let’s talk a little more about how to make remote work successful. Beside strong performance management, what else is needed for a successful remote work arrangement?

A companion piece to Managing Telecommuting by Karen DiGioia

Appropriate Technical Tools

The upsurge in remote work forced itself upon us all quickly last March.

While you probably have things under control at this point from a data security and confidentiality perspective, the need for this bears repeating. Use every IT resource at your disposal to ensure strength of things like browser privacy, password management, backup processes, secure Wi-Fi, proper firewalls, encryption, and whatever else is necessary to protect your data. If your employees are using their own hardware when working remotely, make sure it is compatible with your organization’s systems and “blessed” by your IT function or provider.

[Editor’s note: Measure your agency’s risk with a cyber security vulnerability assessment through IA&B. Learn more by visiting IABforME.com/Radiant.]

18

2

Clear (and Reasonable) Expectations

It’s been a confusing year. By defining and communicating expectations, you can help to clear away at least some confusion for yourself and your employees.

Make sure to cover the job-specific information – or “what” work gets done – and also your expectations around “how” work gets done.

On the job-specifics side, actively communicate if and when priorities shift. During early 2020, we felt like things were shifting on a daily basis.

Many jobs focused only on those things that were “mission critical.”

After a while, other tasks ramped back up. Make sure you clearly define and communicate as things transition and change. This is true for remote and on-site employees.

On the “how” side of things, there are a number of items to consider.

What are the expectations around work schedules, availabilities, workspaces, etc…? Many remote employees work outside the SEPTEMBER 2020

traditional 9–5 workday. Is this OK or not? When do you expect employees to be “available” and how? Maybe it’s OK for them to get the work done whenever it’s most convenient for them. But you also need them to be available to take a call from you or coworkers during certain core hours. Make these expectations clear.

3

Trust

Managers who are new to remote work may feel like they need to monitor their employees very closely to ensure that work really gets done. Are they right?

Micromanaging employees is almost never the right approach to management. As we talked about before, define expectations, communicate them to your employees, and measure performance against those expectations. Provide employees with regular feedback.

4

Flexibility

During “normal” times, remote workers are expected to have a dedicated workspace away from noise and distraction, a defined work schedule, etc… While it’s good to have a set of expectations about what and how work gets done, during this time of uncertainty, it’s important to be flexible and understanding. This is not a “business-as-usual” time. We’re all juggling; be mindful of this as you manage your employees.

5

Communication

We’ve left the best for last. As always, communication is key. It can’t be said enough: Communicate, communicate, communicate. During these uncertain times, we all need to hear familiar voices. Voices of assurance. Voices of clarity. Voices of reason. Be in touch with your employees. We have so many ways to do that these days. Make sure you’re not always relying on email to communicate. Make a call. Use video conferencing tools to bring your team together. Schedule a daily virtual meeting with the team.

Schedule regular individual check-in calls with each of your employees.

It’s not even critical that you always have a specific topic or agenda.

Check in to see how people are doing.

WHAT ELSE DO YOU NEED? Do you have a written remote work policy in place? Have your employees signed a remote-work agreement? As with most things, it’s best to have a written policy that clearly communicates the details associated with the remote work arrangement and to have employees who are participating sign to show that they have read and understand the policy.

Remote-work policies typically will provide details around some of the following items: Is this an ongoing or temporary arrangement? What are the schedule and availability expectations? What are the expectations around workspaces

and equipment? What about safety issues in the home workspace?

How will data security be ensured?

How should time be tracked (especially important for nonexempt employees)?

If you don’t have a policy and agreement in place, I can help you with that. Just give us a call at 610779-3870 and, for a nominal fee (minus your 15% member discount), we’ll provide you with a template for a remote-work policy, a remotework agreement, and remotework guidelines, and, if needed, consulting time to customize it to your needs.

IA&B MEMBERSHIP MEANS

M ARK E T ACCE S S

• 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

19

PICS & POSTS

PICS & POSTS

20

SEPTEMBER 2020

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

TRAINING & EDUCATION

PRIMARY AGENT EDITORIAL Editor: Karen Robison KarenR@IABforME.com 800-998-9644, ext. 606

Contributing editors: Jennifer Ross Megan Fioretta Melissa Telesha

UPCOMING WEBINARS

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

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

We pledge to provide high-quality education with engaging faculty in formats that prioritize your health.

new

Live Learn to generate qualified leads that will translate into more sales and commissions. Plus, earn the Certified Professional Insurance Agent (CPIA) designation – no exam required. Register today for live, interactive Insurance Success Webinars. Each day runs 8:30 AM - 4:30 PM.

SEPT 29 Position for

Develop business plans that generate sales leads.

OCT 13 Implement for

Use marketing and sales tools to qualify new leads.

NOV 17 Sustain

Retain clients with service that goes the extra mile.

SEPTEMBER 2020 Connect with Other Agents and Get CE Credits Online Register today! 800-998-9644, option 1 IABforME.com/OnlineTraining DATE

TOPIC

TIME

Sept 9

Hour w/ Kevin: Storm Coverage

2-3 PM

Sept 10

Additional Insureds & Certificates

1-4 PM

Sept 10

Hour w/ Kevin: MORE Storm Coverage

11 AM-Noon

Sept 14-15 CIC-Commercial Casualty

8 AM - 5 PM

Sept 15

Ethics & E&O: Synergy, Not Rivalry

1-4 PM

Sept 15

William T Hold Commercial Lines

8 AM - 4 PM

Sept 17

Agent's E&O: Document, Cyber & More 9 AM-Noon

Sept 17

Coverage Behind D&O, EPLI, FLI & EBL 1-4 PM

Sept 17

CISR-Commercial Property

8 AM - 4 PM

Sept 18

Annuities - Consumer Protection

9 AM - 1 PM

Sept 22

CISR-Misc Personal Lines

8 AM - 4 PM

Sept 22

The Many Functions of Life Insurance

9 AM-Noon

Sept 22

Everything's Soaked: Water Damage

1-4 PM

Sept 22-23 CIC-Commercial Property

8 AM - 5 PM

Sept 23

Small or Hobby Farm Risks

1-4 PM

Sept 24

CISR-Personal Residential

8 AM-4 PM

Sept 24

Everyone Shares & Your Car Drives Itself 1-4 PM

Sept 25

CISR-Misc Personal Lines

8 AM - 4 PM

Sept 29

CISR-Commercial Casualty II

8 AM - 4 PM

Sept 29

CPIA-Position for Success

8 AM - 4 PM

Sept 30

Commercial Property Claims

1-4 PM

Sept 30

Coverage Problems Contractors Hate

9 AM-Noon

21

AmGUARD • EastGUARD • NorGUARD • WestGUARD

Workers’ Compensation We distinguish our Workers’ Compensation coverage by providing value-added services before, during, and after a claim. We’ve been successfully protecting our policyholders and their employees for decades.

Up-front loss control measures Responsive claims handling Facilitation of quality medical care (when an accident does occur) Our Workers’ Compensation policy is available nationwide except in North Dakota, Ohio, Washington, and Wyoming.

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