Resources Magazine - Winter 2018 by resourcesmagazine

WINTER 2018

A Shared Legacy and Inspired Future

BECOME A PRODUCING BEAST

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RESOURCES | Winter 2018

Contents

TheNationalAlliance.com

FEATURES

COLUMNS

8 There’s a New CEO in Town

4 Opioids at Work

What makes William J. Hold tick?

16 Keep Your Fingers on the Pulse of Customer Service

Fact-finding from the front-lines of customer service

24 Insider Insights

Read the top essays submitted for the 2018 Outstanding CSR of the Year® award

34 Cultivating Leadership

at the University Level

Educational programs, partnerships, panels, and more

She’s a Winner!

—page 24

Sue Mathiesen Employer actions to address the risk

Dwight M. Kealy, J.D., MA, CIC, AAI When does the CGL respond?

Kenneth L. Fields, MSM, CIC, CPCU, ChFC Opportunity lies ahead as boomers retire

Mobile apps that address social issues and help connect communities

12 Discourse, Discord, and Defamation 20 What’s that Sound?

38 Socially Conscious Tech

NEWS 11 Update at a James K. Ruble MEGA Seminar

Create your own seminar experience— in the classroom or online

15 Ask Bettie

The Dynamics Series Program provides solutions for sales teams

19 Learning Horizons

Your Webinar Resource Library; Difference Makers; Faculty Boot Camp

22 Your Career, Your Choice

A visual guide to your many update options

32 Research Associates

Dr. William T. Hold, CIC, CPCU, CLU, President of The National Alliance, looks on as Danielle Janecka, Senior VP of The National Alliance, places the national winner’s pin on the lapel of Ashley Fitzsimmons, CISR, the 2018 National Outstanding CSR of the Year,® during a ceremony held at the Dallas MEGA Seminar in October.

A big “thanks” to the organizations that step up in support of The Academy

41 In the Spotlight

Industry accolades and achievements

alliance@scic.com • 800-633-2165

LIFE & HEALTH ADVISOR

ur nation is facing the deadliest drug crisis in its history. The media’s coverage of the opioid crisis has been hard to miss, and the statistics are sobering: • In 2017, one in four Americans were directly impacted by opioid misuse1 • Nearly twelve million Americans misused an opioid pain reliever and more than 2.1 million people suffered from an opioid use disorder in 20162 • U.S. lifespan estimates are declining primarily due to deaths from drug overdoses3 Just recently, the CDC released preliminary estimates of the 2017 death toll at 72,000 lives—a ten percent increase from 2016. Analysts tie this increase to two factors: (1) more Americans are using opioids; and (2) these drugs are becoming more potent.

Opioid Addiction Is a Challenge

Individuals usually begin taking opioids for pain management, and when appropriately prescribed and used as directed, opioids are generally considered safe and effective. However, the prolonged use and/or misuse of opioids frequently leads to addiction. Individuals may become addicted because they aren’t What begins aware of the potential as a legitimate dangers of these medications. What begins as a use of these legitimate use of these medications medications may end up as a difficult struggle. may end up Some individuals are as a difficult able to use opioids safely without becoming adstruggle. dicted to them, but these medications are highly addictive. Individuals are less likely 4

RESOURCES | Winter 2018

Just recently, the CDC released preliminary estimates of the 2017 death toll at 72,000 lives—a ten percent increase from 2016. to develop an addiction if they use the drugs for seven days or less.4

The Impact of Opioid Misuse

The opioid crisis is impacting businesses, families, communities—and employers. • Opioid over-prescribing is shrinking the number of eligible workers, and many employers report struggling to find employees that can pass new-hire drug tests.5 • Labor force participation by workers between the ages of 25– 54 is likely to be lower in areas hard hit by this epidemic. This age range tends to be impacted at a higher rate by opioid misuse. Rural areas of the country have been hit harder by this epidemic than urban areas.6

• Seven in ten companies have been directly impacted by prescription drug misuse.7 The opioid epidemic is affecting far more than the availability of labor. It impacts health plan costs, worker compensation costs, and productivity. It is also a safety issue if employees in safety sensitive positions are actively using opioids. This is a problem that an organization’s human resource department should address with their safety colleagues. The National Safety Council has a prescription drug toolkit to help employers address opioids in the workplace. An organization can request this free toolkit at https://www.nsc. org/work-safety/tools-resources/ prescription-drug-employer-kit.

issue. If you were to take an employment action against any individual due to opioid use and the health plan data alerted your organization to the issue, it could be construed as a violation of HIPAA. If your vendors are unable to provide data specific to your organization, the National Safety Council has a calculator you can use as part of the employer toolkit. The calculator determines potential cost based on your industry, group size, and geographic region. The results may shock some employers.

BY SUE MATHIESEN

Employer Actions to Address Opioid Risks

Employers can take several steps to address opioids in the workplace: 1. An employer might want to get a sense for how predominant opioid use is in their organization. The availability of information will depend on group size and reporting capabilities of your vendors. If you can get claims experience from your workersâ&#x20AC;&#x2122; compensation carrier, check the volume of opioid prescriptions filled under the plan. If you can, compare this utilization with benchmark data to determine if you are above or below typical utilization. Similarly, you can approach your health plan ven-

dor. Ask the vendor if they have any reports that are designed to report opioid use compared with benchmarks. If not, look at your top drug utilization report by dollars and prescriptions. If possible, see if you can get a report on the number of unique members filling opioid prescriptions. It is important to review this data in the aggregate. You would not want to drill down health plan data to usage by individuals. The Health Insurance Portability and Accountability Act (HIPAA) does not generally allow your organization to use information from the health plan to make employment decisions except as may be required by law or permitted to address a public health or safety

Every employer should reconsider how opioids are covered by your health plan, which may already have authorization requirements and/or prescription limits. Many vendors will not allow an initial prescription for acute pain to exceed seven days. Others will place limits on the number of pills that will be covered per month. It is worth the time to discuss what programs your vendor offers to help limit the use of these medications. Make sure, however, that there is an opportunity for an override for your procedures. For example, individuals undergoing difficult chemotherapy regimens may need more of the painkillers than your procedures would genYou erally allow. 2. You should review your drug-free workplace policies and drug testing policies. This area is a legal land mine, as federal and state laws will dictate what is permitted. If your organization operates in a number of states, you should confirm

should review your drug-free workplace policies and drug-testing policies.

Winter 2018 | RESOURCES

your policies meet state and federal law requirements with an attorney. Your policies should dictate when you intend to drug test (new-hire, post-accident, random, and so on). Be aware, OSHA has issued a final rule related to post-accident testing. If the post-accident test is required by law, the employer will never be cited by OSHA for an unnecessary drug test. However, if post-acYour cident drug testing is not required under federal organization or state law, employshould also ers must have reason to believe that substance invest time use contributed to the in educating accident in order to conduct the post-accident employees. drug testing. In addiMany tion, all parties involved in the accident should individuals be tested. Your policies underestimate must also indicate the drugs you are testing the risks for, the testing method, involved in and the procedures for testing. Your policy using opioids. should address how your organization will handle a positive test. Most organizations will handle a positive test in one of two ways: a. A zero tolerance policy—In a zero tolerance organization, an employee is terminated for a positive drug test. b. Treatment and return—The other way is to allow an employee an opportunity to get treatment and return to work. State law may require your organization to allow an employee to get treatment. Treatment may not mean an extended period of time off work. Much will depend on an 6

RESOURCES | Winter 2018

employee’s level of addiction and resources available. Many treatment programs encourage an employee to return to work during treatment. This allows the individual the opportunity to face the normal stress of the day and learn how to cope without substance use. Your supervisors should be involved in the management of drug-free workplace policies. Supervisors are in a position to notice potential behavior changes that could indicate an employee with a drug issue. If an employer intends to drug test for reasonable suspicion, your organization should require supervisors take reasonable suspicion training periodically. This will ensure they understand what type of behaviors may indicate an employee may be under the influence. If you intend to drug test for reasonable suspicion, it is best to have two trained supervisors witness the suspicious behavior prompting the requested drug test. 3. Your organization should also invest time in educating employees. Many individuals greatly underestimate the risks involved in using opioids. If individuals are aware of the highly addictive nature of these medications, some may be more cautious if their doctor recommends an opioid as a treatment and might ask for an alternate medication. In addition, many employees may realize they may have opioid medications at home in their medicine cabinets and take steps to turn in the unused prescriptions. The DEA sponsors two national “take back” days annually, and more information is available on their website. An

internet search will help identify other locations that unused prescriptions may be taken to for safe disposal. Advertising your organization’s EAP resources in relation to addiction is critical. Many times it is the employee’s family member struggling with the addiction, and the employee may need support handling the addiction of a spouse or a child. In addition, ask your EAP what resources are available in the event an employee dies from an overdose, as this can be a very difficult situation for the employee’s coworkers. Many EAPs offer programs to help employers with opioid issues within their organization.

Concluding Thoughts

Employers should look to address opioids in the workplace, as this epidemic is getting progressively worse. Fortunately, many stakeholders are taking action. Many states are tightening requirements for filling prescriptions and tracking the individuals who are issued prescriptions. These requirements are prompting physicians to be more judicious in prescribing these medications. Many employers are limiting coverage of these medications, as well. For many, it is recommended that they work with a physician to treat an opioid addiction, as going “cold turkey” off these drugs could result in serious medical issues including death. The opioid crisis has likely affected your organization whether you are aware of it or not. An employee may be struggling or not completely focused at work because a family member has an issue. Employers should review any accessible data that will provide a sense for where their opioid utilization falls relative to benchmark data. All organiza-

tions should review their drugfree workplace policies and have these policies reviewed by legal counsel. Supervisors should be trained on the drug-testing process and also on identifying behaviors of individuals under the influence (reasonable suspicion training). Make sure your organization has resources available to help an employee struggling with addiction. Despite all the efforts being made by stakeholders, the opioid epidemic will continue to affect this country for years to come. Employers will need to be diligent in addressing the risk of opioid use in their workplace. n

References

National Safety Council, “1 in 4 Americans Directly Impacted by Opioid Misuse; NSC Launches Education Campaign to Save Lives,” November 8, 2017, press release, https://www.nsc.org/ in-the-newsroom/1-in-4-americans-directly-impacted-by-opioidmisuse-nsc-launches-educationcampaign-to-save-lives-2.

SAMHSA/HHS, “An Update on the Opioid Crisis,” March 4, 2017, https://www.samhsa.gov/sites/default/files/aatod_2018_final.pdf.

Arias Kochanek Dowell, Anderson et al., “Contribution of OpioidInvolved Poisoning to the Change in Life Expectancy in the United States, 2000–2015,” September 2017, Journal of the American Medical Association.

Taylor & Francis, “Guidelines for Prescribing Opioids for Chronic Pain,” October 2018, Centers for Disease Control and Prevention.

Alan B. Krueger, “Where have all the workers gone? An inquiry into the decline of the U.S. labor force participation rate,” September 2017, Brookings paper on Economic Activity. 5

Id.

7 National Safety Council, “Prescription Nation 2018: Facing America’s Opioid Epidemic,” https://www.nsc.org/home-safety/ safety-topics/opioids/prescriptionnation.

About the Author: Sue Mathiesen

Sue Mathiesen is the Director for Research and Education in the Employee Health and Benefits practice for Marsh & McLennan Agency’s Upper Midwest Region.

Learn More, Earn More If you’d like to learn more about these issues, the CIC Life & Health course has an informative section on workers’ compensation. For School Risk Managers, the update option, Emerging Risks and Trends in Schools (available through the ACES program), includes a section on the opioid crisis. Also, Jon Persky’s and Jenny Fisher’s book, Hiring, Managing, and Compensating Insurance Agency Personnel, discusses methods for handling the exposures of substance use at work. This book, an agency musthave, is available at NationalAllianceBooks.com.

President William T. Hold, PhD, CIC, CPCU, CLU Publisher/Senior Art Director Becky Keeling bkeeling@scic.com Editor-in-Chief Carol Crysup ccrysup@scic.com Senior Editor Donna Loughran Department Editors Kyle Drawdy, CRM kdrawdy@scic.com Deborah Davis, PhD, MEd, BA ddavis@scic.com Elsa C. Sanchez, CIC, CRM esanchez@scic.com Mandy Whorton mwhorton@scic.com D. Darelle White III, CIC, CPCU dwhite@scic.com Contributing Photographer Zakk Black Resources is published by The National Alliance for Insurance Education & Research, P.O. Box 27027, Austin, TX 78755-2027, 800-633-2165, Fax: 512-349-6194, Internet: TheNationalAlliance.com, email: alliance@ scic.com. At present, Resources is available to dues-paid Certified Insurance Counselors (CICs), Certified Insurance Service Representatives (CISRs), Certified Risk Managers (CRMs), Certified School Risk Managers (CSRMs), Certified Personal Risk Managers (CPRMs), and affiliates of The National Alliance Research Academy. Entire contents Copyright © 2018, The National Alliance for Insurance Education & Research. All rights reserved. Material in this publication may not be reproduced in any form without permission. Authorization to photocopy items for internal or personal use, or the internal or personal use of specific clients, is granted by The National Alliance, provided that the following words are included on any copy: “Reproduced from Resources with permission of The National Alliance for Insurance Education & Research.”

Resources is designed to provide accurate and timely information in regard to the subject matter covered. It is published with the understanding that the publisher is not engaged in providing legal, accounting, or other professional services. If legal advice or other expertise is required, the services of a competent professional should be sought. The publisher has taken all reasonable steps to verify the accuracy and completeness of information contained in Resources. The publisher may not, however, be held responsible for any inaccuracies or omission of information in any article appearing in Resources. The National Alliance Standards of Conduct: scic.com/pub/media/docs/Standardsof Conduct.pdf

Winter 2018 | RESOURCES

RESOURCES | Winter 2018

illiam J. Hold, M.B.A., CRM, CISR, was named Chief Executive Officer of The National Alliance for Insurance Education & Research by its Boards of Governors and Directors on September 17, 2018. Those who have worked alongside him for many years know his character and his commitment to the organization. Hold’s goals and areas of interest over the years paint a picture of a leader whose forward-thinking abilities allow him to pursue opportunities for growth, but never at the expense of those around him or the job at hand. If you speak with his coworkers, they will tell you that these are some of his most endearing qualities. Hold, who played for the University of Alabama (2002–2003), says, “I learned the value of teamwork by playing football. I also learned what I call ‘grit’ and that the day-to-day process of how you do things will predict your results. In the discipline of football, I fell in love with the process of getting a little bit better every day. I worked hard each day and could see my prog-

“My trips to Rwanda remind me of who I want to be and give me a sense of purpose. It’s about building character by focusing on others.”

ress, however small. This taught me to be grounded in today, to not be focused on yesterday, and to look to the future, but not so far as to be unrealistic.” With a heart for helping where he can, Hold recently traveled to Rwanda where he and his family have made deep connections with

“I learned the value of teamwork by playing football…I fell in love with the process of getting a little better every day.” a remote community in the eastern part of the country—the small village of Kageyo. “My trips to Rwanda remind me of who I want to be and give me a sense of purpose,” he says. “It’s about building character by focusing on others.

At The National Alliance, we champion integrity, innovation, and imagination as our corporate values. For me, integrity is rejecting passivity, accepting responsibility, and leading with courage; it is a habit that can be cultivated. Innovation, on the other hand, requires the willingness to be vulnerable. To borrow a quote from Brené Brown, ‘There is no innovation and creativity without failure, period.’ No idea, thought, or question should be considered wrong—these all lead to new questions and bigger and better ideas. Imagination is a vital component of innovation. Our imagination and thoughts create our future. Imagination ignites passion, giving us a sense of purpose, moving us forward.” Hold’s dedicated past within the organization ensures a bright future for The National Alliance. His Winter 2018 | RESOURCES

commitment to building people through learning is apparent outside the organization, as well as within. Since 2006, he has worked in many capacities throughout The National Alliance. If you think he has been cut any “slack” by his coworkers, you are mistaken. He has proven himself repeatedly with innovative ideas, new ways of enhancing participant success, cutting-edge learning methodologies, and a consistent emphasis on the importance of collaboration, partnerships with member groups and licensees, and teamwork in achieving objectives that can make a difference in the lives of National Alliance participants—a difference that is expressed through their success as they move into the wider world. Hold confides, “We are always looking for ways to prioritize learning—challenging ourselves to do better every day; we want to be creative and resourceful in the way we provide educational assets to participants, helping them reach their goals and encouraging them to dream big.“ Hold has been true to his words. He pioneered the development of the University Associate Certified Insurance Counselor (UACIC) and University Associate Certified Risk Manager (UACRM) designations.

Below: Will with his son, William Michael, wife, Johnna, and daughter, Anna.

RESOURCES | Winter 2018

“…we want to be creative and resourceful in the way we provide educational assets to participants, helping them reach their goals and encouraging them to dream big.” Spearheading the efforts that resulted in CIC and CRM courses and James K. Ruble MEGA Seminars being offered in an online format, Hold believes in pursuing different technologies to give participants the best learning experience. He directed the development of new CIC courses along with enhancements to the CISR curricula. In addition, he has emphasized working with large agencies and companies to offer in-house Advanced Continuing Education Series (ACES) courses. This area of focus has allowed The National Alliance to work with employers to develop specialized education and training paths to meet their employees’ needs. With a bachelor’s degree with honors in Finance from the University of Alabama and a master’s degree in Business Administration from Florida State University, Hold earned his CISR designation in 2007 and his CRM designation in 2013. His commitment to continuing professional

education is further evidenced by his long-standing support of Gamma Iota Sigma (GIS), the international business fraternity for students of insurance, risk management, and actuarial science. He currently serves on the national board of trustees for GIS, of which The National Alliance is a Sustaining Partner. Hold’s father, Dr. William T. Hold, CIC, CPCU, CLU, cofounder and President of The National Alliance for 50 years, will remain in his position for two more years and will continue to be involved with providing overall guidance to the organization. The Board of Governors’ plan is for Hold to assume the presidency following Dr. Hold’s tenure. Dr. Hold stated, “The Board members and I are confident that William will uphold The National Alliance’s legacy and history of continued success. His leadership, determination, and commitment to lifelong learning ensure our values of innovation, integrity, and imagination will remain at the forefront of The National Alliance’s efforts for years to come.” n

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INNOVATION

IMAGINATION

INTEGRITY Winter 2018 | RESOURCES

COVERAGE CORNER

BY DWIGHT M. KEALY, J.D., MA, CIC, AAI

n the tumult of our modern public discourse, do you ever wonder how someone can blatantly tell a mistruth about another person, and get away with it? Truth be told, if you say or write a false defamatory statement of fact about someone else, you could get sued, and your Commercial General Liability Policy could possibly provide you with a defense and pay damages under Coverage B, “Personal and Advertising Injury.” The Coverage B insuring agreement states that “This insurance applies to ‘personal and advertising injury’ caused by an offense arising out of your business but only if the offense was committed in the ‘coverage territory’ during the policy period.” The definition of “Personal and Advertising Injury” is limited to seven named offenses. 12

RESOURCES | Winter 2018

what someone says is true, it is not One of these seven offenses is the defamation no matter how bad the “oral or written publication, in any statement is. manner, of material that slanders or libels a person or organization or 2) Defamatory: You might not like disparages a person’s or organizapeople talking about you. This tion’s goods, products or services.” might be especially true if what Slander and libel are both forms people are saying is not true. Howof the tort of defamation. Slander ever, people saying untrue things occurs when the defamation is oral. about you will only meet the definiLibel occurs when the defamation tion of the tort defamation if what is in writing. Defamation exists the people are saying is considered when one communicates a 1) false, defamatory. To be defamation, the 2) defamatory, 3) statement of fact, statement would have to be one of or concerning that would subject the plaintiff, and 4) the plaintiff to scorn publishes it to a third Slander occurs or ridicule, or lower party. Let us look at the plaintiff’s reputawhen the each of these. tion in the eyes of a 1) Falsity: Notice that the first element of defamation is that the published statement has to be false. If

defamation is oral. Libel occurs when the defamation is in writing.

respectable minority of the community. 3) Statement of fact, of or concerning the plaintiff: You

might eat at a restaurant tonight, lean over to the table next to you and say, “This meat tastes like rat meat.” I hope this is false, satisfying the first element of defamation. I think the restaurant owner would find this defamatory, satisfying the second element. But what you are saying will not be defamation because you are not communicating a statement of fact. You are offering your opinion. If, on the other hand, you lean over to the table next to you and say, “Don’t order the spaghetti because this restaurant uses rat meat in its marinara sauce,” now you have made a statement of fact of or concerning the restaurant. The requirement that the statement be a statement of fact eliminates statements that are opinions, exaggerations, and jokes. Many of the negative business reviews posted on social media have avoided litigation based on this element. So long as the customer is offering an opinion and not fabricated false defamatory facts, the customer will not be found liable for defamation. However, when reviewers move beyond opinion and offer false defamatory facts, they may be found liable for defamation. 4) Published to a third party: For a statement to be libel or slander, the statement must be published to a third party. When we think of publishing, we often think of books and things that are printed. Remember, defamation can also be oral (slander), and so the publishing requirement does not refer exclusively to printing. A statement is published to a third party when the party committing the defamation causes a third party to see or hear the false defamatory statement of fact. The third party can be anyone other than the person or entity about which the statement is made. If you tell the owner of our hypothetical restaurant that he is

using rat meat, that is not defamation. You are not communicating the statement to a third party. You are communicating it directly to the restaurant owner. A statement is only defamation if it is communicated to a third party.

…there are limitations on what the U.S. Supreme Court has decided is defamation and provisions that determine when the CGL Policy will pay damages for defamation.

At this point, you may be thinking that there must be limitations to what defamation the CGL Policy will cover and who can be sued for defamation, or we would see defamation lawsuits every day. Indeed, there are limitations on what the U.S. Supreme Court has decided is defamation and provisions that determine when the CGL Policy will pay damages for defamation. The Supreme Court case, New York Times Co. v. Sullivan, 376 U.S. 254 (1964), changed defamation litigation in the United States. This case arose after the New York Times printed an advertisement soliciting funds for Martin Luther King, Jr. The advertisement stated that the Alabama police had arrested Dr. King seven times. In fact, he had been arrested four times. According to L.B. Sullivan of Montgomery, Alabama, this was a false defamatory statement of or concerning him because he was the Public Safety Commissioner at the time. An Alabama state court agreed, awarding Sullivan $500,000 in a defamation case against the newspaper. The concern after this decision was that the press might be reticent to publish newsworthy stories because of the threat of litigation from government officials. It was feared that this could have a chilling effect on the 1st Amendment right to a free press. Because of its importance, the case was accepted by the

Supreme Court, and the Alabama court’s decision was overturned. The Times v. Sullivan decision clarified that, “the 1st Amendment protects the publication of all statements, even false ones, about the conduct of public officials except when statements are made with actual malice (with knowledge that they are false or in reckless disregard of their truth or falsity).” This precedent makes it unlikely that public officials will win in a defamation lawsuit against the press unless the press knew the statement was false or showed reckless disregard to the truth or falsity of the statement. Later cases extended this standard not only to public officials, but to matters of public concern, as well. Consequently, individuals will avoid defamation for false statements against public officials or on matters of public concern unless the statements are made by someone who knows the statements are false, or who shows reckless disregard to whether the statements are true or false. This standard has been tested lately in the public discourse concerning the appointment of a new Supreme Court Justice. Accusations were made against the nominee. Then, accusations were made against his accusers. Then social media exploded with what was, at times, false, defamatory statements of fact against these people—both the nominee and his accusers. The conduct of a Supreme Court Justice is clearly a matter of public concern, which means that someone could only be found liable for defamation if the person who made the statement showed malice. With Winter 2018 | RESOURCES

Insureds in the media and internet-type businesses or those who host, own or exercise control over chat rooms or bulletin boards should seek specific policies to address their potential liabilities.

no corroborating facts, making these types of statements could satisfy the malice standard because of a reckless disregard to truth or falsity. The most important Coverage B exclusion relating to defamation is Exclusion b. Material Published with Knowledge of Falsity. If the statement is made against a public official or matter of public concern, it will only be defamation if the statement is made with knowledge of falsity or reckless disregard to its truth or falsity, and the CGL Policy will not defend or pay damages if the person making the statement knew it was false. It is only in the window of a statement showing reckless disregard to the truth or falsity where the CGL Policy may get involved to defend or pay damages relating to defamation against a public official or on a matter of public concern. For statements about private persons that are not matters of public concern, we do not need to see reckless disregard to the truth or falsity. So long as the statement is false, defamatory, of or concerning the plaintiff, and published to a third party, the CGL Policy should respond if the person who made the statement did not know the statement was false. The CGL Policy also excludes J. Insureds in the Media and Internet Type Business and K. “personal and advertising injury” arising out of an electronic chat room or bulletin board the insured hosts, owns, or over which the insured exercises control. Insureds in the media and internet-type businesses or those 14

RESOURCES | Winter 2018

who host, own or exercise control over chat rooms or bulletin boards should seek specific policies to address their potential liabilities. A case can be made that with the seeming anonymity of the internet and the spontaneity of Twitter, Instagram, and other social media platforms that can instantly spark a heated no-holdsbarred exchange, we have become dulled to the simple importance of taking time to know the facts and to consider what we say. Defamation litigation still exists. If precision of speech and accuracy in public discourse are to be thrown out the door, individuals may be sued for making false statements, and their CGL Policy may come to the rescue, providing a safety net for holders through its window of specified provisions. n

About the Author: Dwight M. Kealy, J.D., MA, CIC, AAI

Dwight Kealy is an Attorney as well as a CISR Faculty member, CISR Mentor, and a National CIC Faculty member. He has spent more than a decade in the commercial insurance industry where he was Chief Operations Officer/ VP for one of California’s largest insurance agencies for contractor’s liability insurance. Dwight is the author of several books and articles on commercial insurance. He has been a member of the American Bar Association’s Tort Trial and Insurance Practice Section, a member of the American Bar Association’s Forum on the Construction Industry, and has a 10 out of 10 rating with the attorney rating site, avvo.com.

Learn More, Earn More The National Alliance offers a variety of resources to help you learn about the nuances in the CGL—its provisions and its exclusions. For a strong foundation, take the CISR Commercial Casualty I and/or CIC Commercial Casualty course. To dig deeper into other commercial casualty subjects, continue with CISR Commercial Casualty II. A good reference book on the CGL is P&C Insurance Essentials, published by The National Alliance Research Academy (NationalAllianceBooks.com). Dwight Kealy is scheduled to teach Commercial General Liability Concepts and Coverages, as well as Additional Insureds Concepts and Endorsements, at the CIC Commercial Casualty course in Burbank, CA, in March 2019. He’s also scheduled to teach at a number of CISR Commercial Casualty I courses in California throughout the year.

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Dynamics of Company/ Agency Relationships

Apr. 11–12............................... Boston, MA Sept. 16–17............................ Denver, CO

Do you have a question to “Ask Bettie?” Bettie Duff, Senior VP of Customer Care, has been with us almost 40 years and is the person to contact for information on just about anything related to operations and procedures. Email your questions to bduff@scic.com.

Dear Bettie, I’m the sales manager for a mid-sized agency and I’m “upping the ante” on our 2019 sales goals. We’ve never really focused on sales training before, but I really want to meet those goals. Actually, I want to exceed them. What kind of training do you have for Producers—and for sales managers like me? —Andy Davidson, CIC

Dear Andy, You will be glad to know that we offer several programs that will help you to get your production team primed for smart and effective selling. We want you to meet your goals for 2019, too—but laying the right foundation in 2019 will pay even greater dividends in the future. If you want to “up the ante” on your production, that’s a win-win. To help you meet that objective, all of our sales programs are highly rated, insurance specific, and taught by some of the best insurance sales professionals in the industry. The 16-hour Dynamics of Selling Program is a great place to start. New Producers will learn the traits of top sales performers, and more seasoned Producers will learn how to “up their game.” This program is designed to dramatically increase closing ratios by developing effective communication and negotiation skills, as well as learning how to develop solid prospects, overcome objections, and close the sale. This time-tested and power-packed training can result in the cultivation of competitor-proof client relationships, and a closing ratio of six or seven out of ten proposals. The five-day Dynamics Master Sales Class immerses new Producers in a proven sales process. The class size is limited because it is hands-on and active—everyone gets to learn, practice, and receive the individual coaching that will help them to master the art of selling. By practicing their sales process in a supportive learning environment, new Producers will learn how to significantly grow their business. For sales managers, we offer the Dynamics of Sales Management Program. This 16-hour program will help you to hone, direct, and elevate your sales management skills with insurance-focused processes that are simply not available elsewhere. It will give you a fresh perspective on yourself as a mentor, coach, friend, and leader. And it will provide you with organizational insights, analytical tools, and management “big picture” thinking that will lead to an insurance sales team that will have sustained success. Andy, we hope this gives you a good idea of the sales training that we offer. To see a more detailed description of each of these programs, just click on Dynamics Series Sales Training on our website home page. And don’t forget to let us know how 2019 turns out for you. We predict it’s going to be a very good year for sales at your agency! —Bettie Winter 2018 | RESOURCES

CUSTOMER SERVICE

he CSR Profile, first published in 1995, has become the essential reference for benchmarking data concerning the customer service personnel whose daily efforts on behalf of their agencies, companies, and clients are critical to the success of the insurance industry. In keep-

titles reflect the professional expectations that are attached to evolving job roles and titles at today’s agencies. The new title also underscores the fact that customer service personnel work in environments that pulse with activity—even on the slowest of days. Finally, and perhaps most importantly, customer service

Tabulating the factors that were cited in these essays yielded a more focused analysis drawn from a smaller, and largely younger, subset of customer service professionals. The foundational elements of the study have remained the same. The raw data was derived from surveys submitted by

Keep Your Fingers

Pulse Customer Service

on the of

ing with our commitment to conduct research that provides current information of practical benefit to independent agencies and other industry partners, the 5th edition of this book has recently been published. One of the most noticeable changes to the 5th edition is a new name—The Pulse of Customer Service: A Profile of Insurance Industry Customer Service Personnel. This title was selected because job titles and customer servicing responsibilities at insurance agencies have changed significantly since the publication of the first edition. While the title of Customer Service Representative (CSR) is still widely used, other titles such as Account Executive and Account Manager are now more common, and these 16

RESOURCES | Winter 2018

personnel have always been at the heart of the agency, and measuring the pulse of customer service provides critical insight into the overall health of the agency. The other major change in the 5th edition is the addition of a section that presents insights and trends drawn from essays submitted by state and national winners of the 2017 Outstanding CSR of the Year® Award competition. The essays were written in response to the question, “A friend who is a CSR has come to you for advice about a new customer service job opportunity in an agency in another city. What five factors about the employer and the position would you advise them to consider before accepting the job?”

customer service personnel, the results were tabulated separately for commercial lines and personal lines personnel, and the benchmarking data and discussion focuses on the eight major areas of concentration that have been presented in the prior studies. This continuity makes it possible to recognize key trends over time in each of the following areas: • Characteristics • Hiring and Qualifications • Professional Development • Responsibilities • Compensation • Servicing Volume • Comparison of CL and PL Account Managers/CSRs • Trends from Prior Studies

The Pulse of Customer Service

Like its predecessors, the 5th edition also includes practical tools. There are checklists that agency owners and managers can use to compare their agencies’ data with national benchmarks, or service personnel can use to compare themselves with their colleagues. And there are job description templates for use in employee recruiting and hiring. From an industry perspective, the responsibilities and performance standards attached to customer service positions continue to increase. Moreover, client retention often depends on fulfilling the agency’s promise to provide excellent customer service. So, who are the professionals who are delivering on

that promise? Let’s take a look at some of the survey results concerning the characteristics of customer service personnel.

Job Titles

The following table identifies the titles most often held by the customer service personnel at the heart of today’s agencies.

Job Titles

Account Manager

by the title of Account Manager, CSR remains the second most popular choice at both PL and CL agencies. It is also important to note that the table includes the category “other.” This category is fully detailed in the sections of the publication that deal separately with CL and PL personnel.

% CL AMs/CSRs

CSR

41%

% PL AMs/CSRs 29%

13% 25%

Account Executive

Customer Service Agent

14%

Assistant Account Manager Other

While the table shows that the job title of Customer Service Representative has been superseded

29% 23%

Experience—Years in the Insurance Industry As the following table shows, significant percentages of the survey respondents are highly experienced customer service personnel: Years of Experience in the Insurance Industry 5 years or less

% CL AMs/CSRs 8%

% PL AMs/CSRs 16%

6–10

12% 12%

11–15

16% 14%

16–20

12% 19%

21–25

11% 11%

26–30

14% 12%

31–35

11% 7%

36–40

12% 6%

41 and over

64% of the CL Account Managers/CSRs and 58% of the PL service personnel have been in the industry for more than 15 years. A large number of National Alliance designees responded to the

survey, so the high level of industry experience is not surprising. What is noteworthy is how agency owners, managers, and supervisors can use the experience factor to extrapolate additional insights that are not presented in the survey findings. For example, when highly experienced customer service personnel report that the most important servicing skill that they would like to improve is effective questioning, it can also be concluded that less experienced personnel — whether or not they identify this need — would also benefit from training in effective questioning. While experienced personnel often deal with larger and more complex accounts that require more refined questioning skills, the ability to effectively query clients is

important for all customer service personnel.

Time with the Current Agency

In the original 1995 study, the data revealed that customer service personnel demonstrated exceptional loyalty to their current employers, a statistical finding that contradicted the industry misconception that Winter 2018 | RESOURCES

CUSTOMER SERVICE

customer service personnel frequently changed employers. The 2018 study reconfirms that this attribute remains a hallmark of customer service personnel. The survey results show that Account Managers/ CSRs respond positively to growth opportunities within their agencies, a significant factor in employee retention. As the following table indicates, only 20% of PL and CL customer service personnel have been employed by their current agencies for less than two years, while 37%–42% have worked at their agencies for more than ten years. Even more impressive is the 14–15% of the survey respondents who have been with the same agencies for more than 20 years. Years with Current Agency

2 years or less

% CL AMs/CSRs 20%

5–6

8% 11%

7–8

6% 7%

9–10

8% 8%

11–15

17% 17%

16–20

10% 6%

Over 20

15%

Additional data concerning the characteristics of RESOURCES | Winter 2018

% PL AMs/CSRs

Chance—just looking for a job

64%

60%

Good match for my skills

19%

Family influence

14%

Referral

11% 11%

Higher income potential

11%

14%

Career counselor 1% 1% Career evaluation instrument recommendation <1% 0% Other

6% 6%

EXPERIENCE COMPENSATION RESPONSIBILITIES

20%

16% 17%

at the top of the right column.)

Reasons for Deciding to Work in the Insurance Industry % CL AMs/CSRs

% PL AMs/CSRs

3–4

These figures are particularly impressive when you consider that 64% of CL Account Managers and 60% of their PL counterparts arrived in the industry entirely by chance. That so many individuals would stay in the industry by choice speaks well of the industry, the agency environment, and the individuals who hold these positions. (See the chart

customer service personnel includes demographic information such as age, gender, agency size, and location. The other major sections of the publication present statistical information and analysis of the data related to hiring and qualifications, professional development, job responsibilities, compensation, and servicing volume. In addition, trends from prior studies are compared with the 2018 data, and a comparison of key benchmarking data for PL and CL customer service personnel is included. The National Alliance would like to thank the 1,221 individuals who participated in the survey, as well as the state and national winners who submitted essays for the 2017

14%

Outstanding CSR of the Year® Award competition. All of these individuals are a credit to the industry— and we have the numbers to prove it. n Scan this QR code to hear a podcast interview with Nicci Keck, CIC, CISR—2013 National Outstanding CSR of the Year Winner, CISR Board member, and CIC/ CISR Committee member.

paperback

Compare your agency’s practices to others’ and gain valuable insights into what customer service personnel think about their jobs, how their compensation is provided, how their responsibilities differ— and much more—with this important agency management tool.

Purchase Your Copy Today! NationalAllianceBooks.com

Innovation Integrity Imagination

Your Webinar Resource Library

Difference Makers

As a dues-paid National Alliance designee, you have access to a steadily growing library of informative webinars, presented by subject experts, covering a wide range of insurance and risk management topics. To access this valuable content, go to scic.com, log in to your PROFile, and then click on “Dues Paid Webinars” in the left-hand column. Here is a list of the webinars available right now:

Get inspired! Read the stories of “Everyday People Doing Extraordinary Things” in our new website feature, Difference Makers. Each story tells of an individual in our industry who is motivated by purpose, integrity, and the heart to go into action for their clients—especially when disaster hits. Find out how the education they gained

• Insuring Non-Profits: An Agent’s Guide by Richard G. Clarke, CIC, CPCU, RPLU (National Alliance Faculty member, Ed Consultant, and Past CIC and Academy Board member)

throughout their careers challenged them, inspired them, and opened doors along the way. Go to scic.com/difference-makers.

• Contractual Risk Transfer and Additional Insured Status: The Inmates are Running the Asylum! by Christopher J. Boggs, CPCU, ARM, ALCM, LPCS, AAI, APA, CWCA, CRIS, AINS (IIABA’s Virtual University Executive Director)

Faculty Boot Camps

• The 2018 Personal Auto Policy by JoAnn M. Clarke, CIC, CRM, CISR, CSRM, CPCU, ARM, ARe, AAI, CPIW (National Alliance Faculty member, Ed Consultant, and Past CISR Board member) • Did You Know That’s a Cyber Incident, Too? by Michelle Dennis, CIC, CRIS, AIS, API, MLIS (Senior VP with Bowen, Miclette & Britt, Inc.) • Foodborne Illness—Field to the Fork: by Gerald T. Hargrove, J.D., CIC, CPIA, CBIA, CCLA, PCLA, SCLA, FCLA, LICS, PICS (National Alliance Faculty member, and Ed Consultant)

Dr. Deb Davis was recently promoted to Head of Faculty and Curriculum Development for The National Alliance and as part of her initiative to grow and develop new faculty members, she has been conducting Faculty Boot Camps at the national headquarters in Austin, TX, in the new Bettie Duff Media Center and Classroom. The intensive training sessions are designed to introduce prospective and new faculty to The National Alliance and its values, improve their presentation skills, build communication abilities, and show them how to successfully transfer information so that it stays with the learner.

• Embracing Directors’ and Officers’ Liability and Understanding Claims Potential by Richard G. Clarke, CIC, CPCU, RPLU (National Alliance Faculty member, Ed Consultant, and Past CIC and Academy Board member) • Insuring Your Contractors’ Equipment by Catherine L. Trischan, CIC, CRM, CPCU, ARM, AU, AAI, CRIS, MLIS, TRIP (Director of Commercial Underwriting with E&K Insurance Group and National Alliance Faculty member) • The Cannabis Industry Meets the Insurance Industry: The Good, the Bad, and the Ugly by Michael Brown, CPCU, CCRA, CRIS, ASLI, AU-M, ARe, ARM-E, AIT, AINS (VP, Property Department Manager with Golden Bear Insurance Company) • Becoming a Cyber Consultant by Josh Riley, CPCU, RPLU (Head of Insurance at Paladin Cyber) We’re expanding our list of podcasts, as well, which are available to all on our website—at scic.com/ resources—and also on iTunes and GooglePlay. 19

RESOURCES | Winter 2018

The new faculty participating in these Boot Camps include talented and experienced individuals who will be amazing additions to our faculty pool. During training, they are introduced to several strategies based in neuroeducation theory to help them connect with course participants. Dr. Davis said, “I celebrate the faculty-in-training who have participated in these Boot Camps. They have been highly engaged and enthusiastic. The thing that sets our faculty apart is that they are committed lifelong learners—an invaluable trait in communicating curiosity and interest to participants.” Winter 2018 | RESOURCES

AGENCY MANAGEMENT

bout 10,000 Baby Boomers (76.4 million people born from 1946–1964) turn 65 every day in the United States, and this will continue for the next 11 years. About 65,000 of those who are retiring each year are currently employed in the insurance industry. So what does this have to do with selling insurance? We learn in The National Alliance’s Dynamics of Selling course that the most powerful card in the sales “deck” is the relationship card. Relationships trump coverage, price, and service. There are prospects that are absolutely not going to buy from you at any price because of their relationship with the

incumbent agent. This is one of the reasons over 90% of commercial accounts renew with the incumbent agent. Another important consideration is ease of doing business. The easiest thing a prospect can do at renewal time is to stay where they are. No muss, no fuss—write a check, done, and done. Now, back to the Baby Boomers.

“There is an approaching flood of baby boomers selling their businesses… “ —business.com The above words were written by Bruce Hakutizwi, the U.S. and International Manager of

BusinessesForSale.com, in an article entitled “Why It’s Prime Time to Buy a Business from a Retiring Baby Boomer.” Included in the thousands of “boomers” who are retiring over the next several years are business owners (including those who own insurance agencies) and insurance agents. Those soonto-be affected businesses, which Hakutizwi estimates will approach 12 million (including insurance agencies) will be sold, turned over to family members, or merged with other businesses. This means those long-term relationships between thousands of business owners and their insurance agents are going to be broken, and new relationships will have to be developed.

BY KENNETH L. FIELDS, MSM, CIC, CPCU, CLU, ChFC

20 RESOURCES | Winter 2018

“When opportunity knocks all some people can do is complain about the noise.” —Bill Maher This spells O P P O R T U N I T Y for younger insurance agents who are building their books of business and for agencies who want to capitalize on this opportunity by recruiting new producers. So how can you know when these changes are going to happen? How will you know when the relationships between businesses and their insurance agents will become broken and the opportunity to become the “go to” insurance agent will arise—either because the business owner or the insurance agent retires?

“Luck is a matter of preparation meeting opportunity.” —Oprah Winfrey 1. Develop and maintain relationships with the help of a CRM. Knowing in advance that changes are in the works and having already established relationships with key players can put you in the right place at the right time. A Customer Relationship Management (CRM) program can help you manage information and remind you to stay connected with prospects so you can act at an opportune time. 2. Utilize social media like Facebook and LinkedIn. Social media can help you stay on top of developments in your marketing territory in real time. You can learn of changes in ownership or management long before the information reaches more traditional media. This can give you an important jump on your competition.

3. Join trade associations. Actively participating in trade associations makes it possible to prospect “from the inside.” Typically, associate members enjoy all the benefits of regular membership except possibly holding office and voting. This gives you access to membership rosters, trade publications, and the like. You can even exhibit at trade shows. 4. Ask your current customers to help you. Your current customers can be great sources of information and referrals. After all, they have paid you the highest compliment a salesperson can receive; they bought from you! Databases, like ReferenceUSA. com, make it easy to identify their competitors and neighboring businesses in order to pinpoint accounts you really want. Also, ask about your customers’ suppliers and customers. 5. Develop Centers of Influence. Identify those people you already know who are in positions of leadership or have influence in your marketing territory. Examples are business brokers, realtors, civic leaders, accountants, and attorneys. These are people who know when businesses are going to change hands before it’s common knowledge. 6. Get face to face with prospects. There’s no substitute for personal contact with prospects. No email or letter can compete with a physical visit to a business. Once commonplace, there are few agents today who are willing to take the time to drop-in and just visit with a business owner. Those who do are generally received very favorably. And, even if the owner isn’t available, the information that can be gleaned from a receptionist or office manager can be invaluable. Many of those very desirable accounts in your marketing ter-

ritory that have in the past been virtually unattainable because of unbreakable relationships are going to move over the next few years. These sales may not be made this year or next, but if you take the time to research these opportunities and cultivate relationships, the payoff can be significant. When opportunity knocks, some complain about the noise. Others, become energized, and capitalize on the situation. In the insurance industry, there has been no better time in the past 50 years to grow our businesses—now is the moment! n

About the Author: Kenneth L. Fields, MSM, CIC, CPCU, CLU, ChFC

Ken Fields is the Sales Development Director for State Auto Insurance Company. He is also an member of the CIC National faculty, an Academy Board member, a Ruble Faculty member, and a 40+year CIC. Ken and his business partner, State Auto Regional Sales Manager Diane Masterson, CIC, CPCU, are codevelopers of the PaceSetter Sales Development Program. This power-duo will present “Zero to Hero: Building a Top Sales Team from the Ground Up,” at the Denver MEGA Seminar in March.

Learn More, Earn More

For some solid guidance on buying an agency, get a copy of Starting, Buying, Selling, and Perpetuating Insurance Agencies, written by National Faculty member and subject expert, Jon Persky, CPA, CIC, PHR— available at NationalAllianceBooks.com. Winter 2018 | RESOURCES

Q: “What are my options?” National Alliance Designee,

As a you have dozens of choices for your update, your career path, and your future. One of the most common questions designees ask us is, “What options do I have for my update?” The answer is, literally, “You have dozens of choices!” It’s your career, your future, and your success at stake, so we have structured our programs to offer you a vast range of learning opportunities. The choices are yours as you decide on the learning path that will best meet your specific career goals.

Online Instructor-Led

Classroom

You always have the option of repeating a class you’ve taken before, whether to learn the latest developments or further master the knowledge for daily use.*

CRM Course

CPRM Course

James K. Ruble MEGA Seminar

James K. Ruble Graduate Seminar

PROFocus Seminar

Dynamics Series Course PROFocus Seminar Entrepreneurial Insurance Symposium

You even have your choice of preferred learning style, since our courses are offered in a variety of formats (classroom, online instructor-led, online self-paced).

Must Be Dues-Paid

But, that’s not all—your options include dozens of advanced programs. Ruble, PROFocus, and Hold Seminars allow you to dive deeply into specific risk and insurance topics. The Dynamics Series courses are very popular—for honing selling skills, relationships, and sales culture— and are taught by some real industry rock stars. And let’s not forget the unique Entrepreneurial Insurance Symposium held each Fall in Dallas, Texas—where dues-paid National Alliance designees can network with industry movers and shakers while learning about cutting-edge products and developments.

CIC Course

Must Be Dues-Paid

You can also start down the path toward your next designation, enhancing your credibility and reputation as a true professional, while opening doors to additional markets and job positions.

CIC Course

So Many Gre

Visit our website to see all of the PROFocus, Dynamics Series for your

The choices are YOURs.

TheNationalAlliance.com

Visit our website for full details about all of your update options. 22

RESOURCES | Winter 2018

* Repeating a course may not provide state CE credit hours.

A: Your career, your choice. CE Credit:

Refer to scic.com/ce-by-state for information about CE credit hours and requirements in your state. Online Instructor-Led

Classroom

CISR Course

CSRM Course

William T. Hold Seminar

William T. Hold Seminar Dynamics of Service Course

CIC Course

CIC Course CRM Course CPRM Course James K. Ruble MEGA Seminar PROFocus Seminar

Must Be Dues-Paid

Earn Up to Two Years Update Credit

Online Self-Paced

eat Choices!

CPRM Course James K. Ruble MEGA Seminar James K. Ruble Graduate Seminar Dynamics Series Course PROFocus Seminar Entrepreneurial Insurance Symposium

Must Be Dues-Paid

e a complete listing of William T. Hold, and choices available update.

Earn Up to Two Years Update Credit

CRM Course

Train Your Team:

Remember, we also offer programs for industry newbies (Introductory Series), university students (University Associate Program), and Producers (our renown Dynamics Master Sales Class), as well as in-house training (ACES) customized according to your needs. Winter 2018 | RESOURCES

INSIDER INSIGHTS

National winner Ashley Fitzsimmons, CISR (center), is pictured with Dr. William T. Hold, CIC, CPCU, CLU, President, and Danielle Janecka, Senior VP, of The National Alliance.

RESOURCES | Winter 2018

Outstanding CSR of the Year® Competition

resented here are the top five essays submitted for the 2018 Outstanding CSR of the Year® award. Competitors from across the nation shared their insights related to customer service within the industry. From the pool of state winners, we selected four finalists and the national winner. Ashley Fitzsimmons, CISR, a CSR/ Producer with Fitzsimmons Insurance Agency, Inc., in Forest City, PA, is this year’s national winner. Ashley and the four finalists have been presented with gold pins, cash awards, and more for excelling in the national competition. See pages 32–33 for a listing of all state winners. The National Alliance extends heartfelt congratulations to each of these deserving professionals. The essay topic for the 2018 competition: “In today’s business environment, CSRs are finding that more work is required from a smaller staff pool. As a CSR, what four ways have you found beneficial in helping you accomplish work tasks while still providing excellent customer service? In short, how do you do more with less?”

Scan this QR code (point your smart phone camera at it) to view a video interview with National Winner Ashley Fitzsimmons.

THE NATIONAL WINNER’S ESSAY Ashley Fitzsimmons, CISR CSR/Producer Fitzsimmons Insurance Agency, Inc. Forest City, PA

age our workloads while here’s a saystill being able to provide ing that “not the customer service that all superheroes our clients deserve. Three of wear capes”— the ways I’ve learned to “do and personally, more with less” within the when it comes to customer agency have been developed service representatives in an over my eight years here, agency, this saying couldn’t while the fourth, I think, be more true. We are the came naturally. front line. We are the people that clients first think to call Adaptability when they have a question. Whether you’re ready for When there is a problem. it or not—the industry is When they just had their changing, and clients’ preffirst loss or accident, are erences are changing with panicked and don’t know it. You’re reading this essay what to do. They call us. right now and I’ll bet your They rely on us to make cell phone, iPad, or comthings better and put the puter is within arm’s length. pieces back together. Doing There are so many forms of just that is such a rewarding communication part of my job. available now, Knowing that I “…adapting to beyond snail-mail personally helped and the landline. my clients’ make a scary I’ve learned that process much less preferences, adapting to my intimidating for a clients’ preferwhen it comes client and helped ences, when it to communicaget them back on comes to comtheir feet is the tion, not only munication, not best feeling. only keeps them keeps them But not evhappy, but also eryone loves happy, but also increases my insurance. It’s an productivity. increases my industry affecEmail allows me productivity.” tionately known to get confirmato be “stale, male tions on policy and pale.” Millennials— changes instantly as opor, pretty much people in posed to mailing individual general—are not banging on forms for signatures. Texting doors begging to be hired to allows for questions to be work for their local agency. answered and issues to be In an environment where I resolved faster than playing feel essentially any agency phone-tag and leaving mulwill say they are undertiple messages. My clients staffed, it’s important for us are happy that I’m flexible as customer service reps to in my methods of comfind the best way to manmunication and I’m happy Winter 2018 | RESOURCES

INSIDER INSIGHTS

because I can successfully cross things off my to-do list much faster than ever before. Which leads me to my next secret on doing more with less… Eat That Frog If you’ve read the book— you know what I mean. We’ve all been there. The file that just sits on our desk. The one that collects dust because we are forever “getting to it eventually.” I’ve learned that you need to handle that task first. Don’t put items off just because they can wait. Get them done. You’ll thank yourself later for it. You don’t realize it, but that file sitting there can be causing you anxiety subliminally which ultimately affects your productivity. There’s no better or more motivating feeling than taking care of and completing a daunting task. This Isn’t a Nine to Five Job Anymore Changes in technology not only allow for more forms of communication, but also allow for greater accessibility. I encourage my clients that in the case of an emergency, to feel free to contact me outside of office hours. Being available on Facebook messenger, via text or by phone pretty much all the time allows me to better service my clients. Getting in the office an hour early allows for time to clean up items from the day before and get a head-start on the day. And on occasion, when things really get hectic, I’m not afraid to put some time in the office on the weekend. Which leads to my 26

RESOURCES | Winter 2018

final secret on doing more with less: Genuine Love of the Insurance Industry This is huge. I truly believe that when you are passionate about something, it makes you that much better at it. If you didn’t like people—it would be very hard to be a great customer service rep. That being said, I think it takes a special breed to be an insurance agent. Not only do we have to deal with people daily, but we have to educate them and sell them an intangible product. We have to show them the importance of something that they can’t physically hold in their hands. Why am I so productive? Because I love what I do on a daily basis. I care about people and I want to help them. Sure there is a great financial return—but the emotional return is priceless. Some superheroes wear capes—this superhero wears high heels.

NATIONAL FINALIST Starr Marshall, CISR Life/Health CSR Reliable Agency Cloquet, MN

y name is Starr Marshall, and I am a CISR at Reliable Agency in Cloquet, MN. I am in the Life/Health Department and I work mostly with Medicare clients. I love working with seniors! I have a wonderful relationship with them and I have new referrals come in on a regular basis. They know I care about them and will always go the extra mile. I have helped with their checkbooks, attended doctor appointments, made home visits if they can’t get out, and just in general, been there for them when they need a friend. I live by the motto, “no one cares what you know until they know that you care.” Do it right the first time! This is the MOST beneficial thing in accomplishing more with less. It may take longer to visit with the client, to put the information in your management system, and to establish a relationship with them, but it is going to save you considerable time down the road. If a call comes in and I look for the information and it isn’t there, I have to spend the next ten minutes trying to locate it and this looks unprofessional to the client. If I have to place a call to a carrier and I don’t have the proper information, I end up having to call back after I find it. If I don’t give the client the information they need when I first meet them, I may get several calls or voice mails, and will have to take the time to answer their questions. These things are time-consuming, inefficient, and avoidable.

Delegation is important! I tend to try to do everything myself, but with the number of clients we have, and only three people working in the Medicare field at our agency, it can be extremely time-consuming, and the job may not get done as well as it could. I think you have to have a clear picture of where your strengths lie and where you should be letting someone else use their talents. One thing I do not excel at is Excel spreadsheets. If I can delegate running a report or spreadsheet to one of our IT people, I save myself time and I can trust its accuracy. This is important, because if data is entered wrong, it could cause delays in processing and input. For instance, I am licensed to sell home and auto, but it is not my preference. I am, however, happy to initiate a cross-sell and refer clients to one of our personal lines agents. It is my belief that in an office, the Montessori School of thought should always be present, and everyone should be working in the area they enjoy and are good at. I am truly passionate about what I do. Know your job and your product! If there are aspects of your job description that you are not comfortable with, learn them. Every fall, I spend hours learning the new Medicare guidelines, plans, and benefits. This affords me the ability to look at a medication list, a budget, or a medical issue and know which plan the client is going to get the richest benefits from for the least money, and I know

Outstanding CSR of the Year® Competition desk clean at night, knowwhich formularies will or ing I can start fresh the next will not cover their medicamorning. Extra effort never tions. If I do the homework goes unnoticed and attitude up-front, my client meetings is everything! LOVE YOUR will go better. Medicare can WORK! My seniors are the be confusing. It is my job to best. I never had grandparhelp my clients gain an unents growing up, so I think derstanding of the process this area fills a niche for and what is covered, and I me, to make sure the elderly take it seriously. In order to have a voice and support. be effective, I have to be an My bosses and work envi“expert” in my field. Clients ronment are amazing. They appreciate the confidence I have an openhave when I am door policy and knowledgeable “We are blessed know they will and efficient. get more from us When a client to get the by putting more comes in, I find education into us. They stay at least an hour late most of the to spend with that comes time, too, and are them, explain the with the CISR, great examples. plans, the pros CIC, and other The technology and the cons, and education and I establish a designations, opportunities good relationship. because it helps they provide us When the client has enrolled, I am us do better for are stellar, and it helps us to be the confident they our clients.” best we can be. have made an It is so rewarding educated decision to work for an agency that on what is going to work values you. best for them. More imporIn summary, we, as CSRs, tantly, so are they. I would always need to do our jobs say 95% of my clients have to our best abilities. If we a good working knowledge don’t have a certain skillof their plan when they set, we should delegate the leave my office. task to someone who does. Be willing to stay late It saves time and money. and give it your all! I very We are blessed to get the seldom leave on time. Aseducation that comes with signing task importance is the CISR, CIC, and other vital. I make a promise to designations, because it my clients that if they leave helps us do better for our me a voice mail, I will call clients. Never be afraid to them back the same day, stay late. It is actually nice and I always do. I let them when the office is quiet! know it may be after 5:00 When we grow, our agency pm, because in the fall, grows. Ultimately, it is the during open enrollment, client that is important, and my normal work hours they need to know that. It is are crazy-busy. They are cliché, but I totally believe, understanding of this and “It is nice to be important, supportive. I like having my but it is even more imporwork done and leaving my

tant to be nice.” The more efficient you are to begin with, the less you will have to do later. I believe having a helpful, encouraging attitude (with coworkers and clients, alike), being excited about your work, loving your clientele, and being a team player are the keys to a productive career and a successful agency. Keep striving to be challenged. A day without learning is a wasted day!

NATIONAL FINALIST Stacey Migliano, CISR Insurance Agent/CSR The Trottier Insurance Group Kenosha, WI

eady, set, focus! If I were to ask you what your job description entailed, would you be able to tell me everything that you do? Most would probably forget a detail or two when passing along information to the next trainee or even when refreshing their own résumé. Some may even lack the enthusiasm to help a new trainee if their own “boat” is already rocking and ready to tip over. But do not worry!! I am here to tell you how I have survived over the years when the demands are high

and the amount of staffed employees are deficient. Please take note: What I am about to tell you may be slightly blunt, but it is all too true and very relatable in multiple offices over even a wide variety of industries. Be Organized! By this, I do not mean all the fancy racks, crates, boxes, pen holders, paper-clip shakers, binder clips, etc., on your desk (although I personally LOVE them). What I do mean is, have a day-today plan. Use calendars, task checklists, reminders, or anything else that helps you follow-up on the duties at hand. Whether those be client changes to process, a variety of calls to return, supplies to order, or an in-box full of emails. A few of the items I use daily for organization include: • Email Sub-Folders: As items in my in-box are complete, or work is delegated to another service representative, I label each individual email with colors and then file them into individual folders. Some are broken down as internal office mail by each employee, external mail separated into clients (even broken down by month and year), companies, morning activity tasks/logs, personal business and continuing education. • Notebook Tasks: If an account/client is tricky and has lots of items that need in-depth review, I list them on a separate legal pad notebook. Once I have them recorded, I will rate them by priority date and an estimated due-date Winter 2018 | RESOURCES

INSIDER INSIGHTS

another employee, being that I feel is early enough. trained in a new task, or This allows extra time attending continuing educafor any hiccups that may tion courses. It is ALWAYS arise prior to the exact worth it to gain more due date. knowledge and skills. The • Software Management world is ever changing with Systems: In our agency each generation becoming management system, I more technologically savvy, also set activity tasks that while diligently working alert me daily for items their way to the next level. due for attention as of Knowledge will also help a certain date. If items you stay in front of the are not yet able to be curve while still raising that completed or waiting for bar by taking initiative. additional information, Time Management! Use I make sure to reset the the two-minute rule. If you follow-up reminder within do not know what I mean the next week or two—deby this, pay attention. If a pending on the urgency of follow-up task, email, or the assignment. phone call will take only Have Initiative! Please two minutes or less, do it do not be the employee right away. Do not push that sits in the corner with it off, and push it off, and “nothing to do” or works on push it off until it is the personal items constantly! end of day and Take initiative you finally tell to find tasks or “It does not yourself that you assignments that will just “do it you can complete, matter what otherwise, assist industry you are tomorrow.” This is completely unanother coworker in—if you are necessary and an with some of their unproductive way duties. Spend not constantly to manage your some extra time learning, you days. Arrive at with a client and your place of emreview in detail are losing ployment on time their account. DO knowledge.” and take your SOMETHING, lunch breaks as PLEASE! Make scheduled. If you need projects for yourself that to step away for a quick will benefit the company moment to gather your or your job security. Go the thoughts, refill your water extra mile to set yourself bottle, or grab that third cup above and beyond the bar. of coffee, go ahead. HowGain Knowledge! It does ever, please do not be the not matter what industry or one standing at the water business you are in—if you cooler or pot of coffee ALL are not constantly learning, dang day. If you need that you are losing knowledge. many refills of hydration, Find something within your buy a bigger bottle or mug; company that you do not heck—double-fist it if you know how to do and study need to. When it comes to it! Whether it be through doing more work with less self-instruction, shadowing 28

RESOURCES | Winter 2018

staff to assist clients or carrier representatives, I have found that having multiple ways of organization, taking initiative on job tasks, gaining knowledge through continuing education, and managing my time has made my efforts to provide outstanding customer service a lot easier. I hope you have found my four tips to success in the workplace useful. If not, I hope it at least brought a smile to your face. Thank you!

NATIONAL FINALIST

Kendall Pori, CIC CSR and Commercial Lines Manager Protectors Insurance, LLC Medford, OR

hank you for the opportunity to share my thoughts about my job as a CSR, and this topic. I believe that the most important way to perform any job in the agency, to “do more with less,” is to enrich your relationships. Here are some components of that ideal. Inclusion of all staff is a key in building the team relationships in an agency. Meet, share, and learn together. Welcome questions and ideas of the group, and practice, review, make changes, and repeat. Seek out the advice of those you

respect and admire, and listen. Some see this as a management role, but I believe it is the role of the CSR and other staff, as well. There is room for leadership in every role. There are no secret answers, but it is a process that should never end. No one should be an island in the workplace. Staff seniority should never outshine wisdom. In addition to this, focus on the relationships you have with carrier representatives and insureds. Always remember that you serve both. Many times in my career, I have been able to draw on a strong relationship with an underwriter to help me find a coverage solution for our insured. Also remember that all the insureds should be served by all the employees in the agency, to the best of their abilities. That may only mean a welcome smile and a promise of a return call by someone else. Inclusion matters. Listen to insureds. Offer up a variety of ways to serve your insureds in the insurance policy sale, claims, and payment processes of transacting insurance. Find out how they want to work with you on their insurance program. No matter what agency management system or technology you work with, there are many ways that you can communicate and work with your insureds. Do they prefer email, standard mail, webbased, fax, phone call, or face-to-face communication? Do they want policy delivery to be electronic or on paper? Do they have any special requests or time lines for cov-

Outstanding CSR of the Year® Competition others will respond to your erage reviews? There should needs when you respond to be no judgement regarding theirs. Many of my cowork“old fashioned” ways of ers have helped me in working with an insured. countless ways to get my Our agency has been “pawork done, over my entire perless” for 14 years, but at career, and I have the request of an helped them, as insured, we still “…everyone well. I’m grateprint policies and ful for that, and letters that go out should take this practice, and in the standard stock of their it also builds mail service. Keep work habits satisfaction at record of what work. It is comthe insureds’ from time-tomonly known preferences are, so when others in time, and get on that workers who are satisfied with the agency work track to make their workplace with them, they improvements.” and their cowill also know. workers will stay If you don’t ask, longer and work harder they might not tell you, and for the company. Simply then may be unsatisfied put, everyone should take with your service. Do your stock of their work habits best to meet these stanfrom time-to-time, and get dards, so that they remain on track to make improvecomfortable doing business ments. with you and your agency. Self-improvement is Take a strong look at something that is very your habits. Assess what important in all seasons you are doing with your of life. When you have a time at work. Distractions diverse lifestyle, it shows from outside sources have in your work. Always read, slowed my work process investigate, and learn new many times. Prioritize things, and try out creative and organize what serpastimes in your personal vice needs, sales needs, or life. Gain awareness of what claims handling are in your is important to others in all workload each day. Workof your relationships, both ing with Producers adds in and out of the workplace. a different dynamic to the You can honor these things relationship than you share for others, regardless of your with management, peers, personal beliefs or strengths. and assistants, so flexWhen you learn more about ibility and a willingness to others, and show that you adjust a habit might be in care, it is just another way order. There are many tasks that you are serving them. brought to a CSR’s desk I have been blessed when that can actually be done others have shown this care by other staff members, for me, and I want to spread simply due to their perthat around when I can. Part sonal strengths or individual of self-improvement is givworkloads. By working on ing back to others, because strengthening these relationit is yet another way we can ships, you will find that

build relationships. Whether your agency is community minded and requesting that you represent them outside of the workplace, or your insureds have a cause that needs volunteers, there is something out in the community for everyone. Try to find something that you can present and serve in this way on a regular basis. While the ideas I have for doing more with less to accomplish my work tasks and provide excellent customer service are not new or innovative, they are a way of living that I seek. This is a life-long growth process. Enrich your relationships!

NATIONAL FINALIST

Laura Alice Vandersteeg, CISR Commercial Accounts Manager II Fisher Brown Bottrell Insurance, Inc. Jackson, MS

t has been a true privilege to work with, and for, dedicated insurance professionals over the last five years. After working on teams in New York City, Baton Rouge, and now in Jackson, I am a firm advocate that positive teamwork makes all the difference. We work in a fast paced industry with urgent

and time sensitive matters where the bottom line is preventing losses or getting someone back on their feet after one. There have been countless times in my short career where I have needed to ask for help. Whether it is a mentor and I need assistance on understanding a coverage form, or a colleague and I am in dire need of an auto ID card to go to one of my clients while my hands are tied up. With that being said, I have learned when I have moments of downtime, lending a hand to an overwhelmed coworker provides the opportunity to learn and assist someone in need. It also creates an environment where we can openly ask for support. It takes a dose of humility to say you need help but it can be the world of difference for our insureds. One contractor needing a builder’s risk quote within the hour will not stop another client’s urgent need for a certificate of insurance to drive onto a job site. I have found being a good colleague to others is tremendously valuable, as there will be a time in the near future when I will need help. Dedication to creating a teamwork environment would be one of the four ways I’ve found to be the best CSR I can be. The second of my four ways to better my position— in no particular order— would be time management. As previously mentioned, our jobs frequently require urgent attention to timesensitive matters. When I work my book of business as designed by our online platform (Oracle/EPIC), it Winter 2018 | RESOURCES

INSIDER INSIGHTS

provides the flexibility for and assist colleagues with unforeseen requests. For exreal estate, public entity, ample, when creating a rehospitality, healthcare, and newal proposal, I must start other businesses. Over time, 120 days prior to expiration. it has provided a high level At this juncture I have conunderstanding of different tacted available markets and industries and allows me to have a better idea of where service other than conwe would like to place or struction accounts. I must keep coverage. Not only remain ready and willing to does this early start provide learn for when my producer a template to work off and brings in new clients. Anothallow a continual work in er reason why an ability to progress, but most imporadapt/change is important tantly, it allows me to stop is, we will forever be learnwhen needed. Being able to ing in this job. New endorsejuggle more than ments, ISO forms, one assignment and exclusions “…we will forever are forthcoming, at a time makes for a seamless and I must be be learning in workday. I may able to explain this job. New need to pause a and utilize. It is endorsements, imperative I stay project for one client to issue an ISO forms, and informed of curevidence of proprent conversations exclusions are erty for another. in the industry so I need to work my clients have forthcoming, my book this the best and most and I must be way as there is a comprehensive large possibility able to explain coverage available. my client needs a I must be able to and utilize.” quick turnaround interpret, but also on an evidence of advise and encourproperty while I have three age new products our clients months before we present may not be aware of. We are the renewal proposal to there to get people back to another client. All aspects of stable grounds after a loss, our position are vital, but it but also to advise in hopes is important for me to deterof preventing and protecting. mine priority. I always ask The final way I have a client if there is a need-by found most beneficial in date, as well. If I were to completing work tasks while work only one program or maintaining exceptional project at a time it would customer service is quite not allow me to service my possibly the most important: book efficiently or fairly. keeping a good attitude. An ability to adapt/ Our job entails stressful and change is another necessary intense situations, but also way for successful CSRs requires entering in hunto thrive. My specialty is dreds of VIN numbers or construction, but it does opening and scanning in the not stop my producer from mail. It can involve overtargeting other niches. I’ve night trips to exciting cities been fortunate to shadow with happy hour marketing 30 RESOURCES | Winter 2018

events or checking in policies. There are times where insureds are unkind and unhappy. There are many requirements of our job that are not fun or exciting, but they are important, and the men and women who complete them are important. I have learned no matter the request at hand, whether big or small, it is essential to ensure my clients and our agency remains in good standing. I might not be able to change the outcome of a bad situation, but I can be helpful and kind. There are countless agencies and brokerage firms in today’s world, and at the end of the day we can basically offer the same products. It may differ in price and other variables, but we are using and presenting the same markets and coverages. People want to do business with people they trust and respect. People need to hear a voice on the other end of the phone right after an accident, and as CSRs we have an opportunity to be that person. It is up to us if we want others to be pleased with the agency they chose. I have a long road ahead of learning in this position and I’m certain a good attitude will make for a far less bumpy road. I’m proud of the work CSRs do and look forward to a career of it. n

Congratulatio Arizona

Kathleen A. Dragan Hill Insurance Services, LLC Scottsdale, AZ

Illinois

Sara K. Mancini, CISR Elite, AIS Market Financial Group, Ltd.—a division of Arthur J. Gallagher Crystal Lake, IL

Kentucky

Brandy Marcum Market Finders Insurance Corp. Louisville, KY

Michigan

Brian St. Charles, CISR Michigan Community Insurance Agency Wixom, MI

North Carolina

Teresa P. Gedraytis, CIC, CISR James E. Moore Insurance Agency, Inc. Wilmington, NC

South Carolina

Anna M. Kocuba, CISR Kinghorn Insurance of Beaufort Beaufort, SC

Vermont

Katie LaFreniere, CISR Crowley Insurance Agency Burlington, VT

Wisconsin

Stacey M. Migliano, CISR The Trottier Insurance Group Kenosha, WI 2018 NATIONAL FINALIST

Outstanding CSR of the Year® Competition

ns to each of our 2018 State Winners! California

Delaware

Florida

Indiana

Iowa

Kansas

Louisiana

Maine

Maryland

Minnesota

Mississippi

Nebraska

Jenny Chea-Vaing, CISR Singlepoint Insurance Services, Inc. Pleasanton, CA

Amanda Stoller Ovation Insurance Fort Wayne, IN

Kristen G. Fligg, CISR Amerisafe DeRidder, LA

Starr L. Marshall, CISR Reliable Agency Cloquet, MN 2018 NATIONAL FINALIST

Maria T. Metcalfe, CISR Bellevue Insurance Services, LLC Wilmington, DE

Jeremy Smith, CIC, CISR The Accel Group Cedar Rapids, IA

Lori Duval F.A. Peabody Company Mars Hill, ME

Laura A. VanderSteeg, CISR Fisher Brown Bottrell Insurance, Inc. Jackson, MS

Catrin Liffner Beck Partners Insurance Pensacola, FL

Kimberly Andersen, CISR J. Goodman Insurance Agency Olathe, KS

Gregory A. Clem HUB International Mid-Atlantic, Inc. Annapolis, MD

Michele Koehler, CISR Integrity Insurance Group Wynot, NE

2018 NATIONAL FINALIST

Ohio

Beth Ann Mitchell Lauber & Will Insurance Agency Cincinnati, OH

Oregon

Kendall I. Pori, CIC Protectors Insurance, LLC Medford, OR 2018 NATIONAL FINALIST

Pennsylvania

Ashley M. Fitzsimmons, CISR Fitzsimmons Insurance Agency, Inc. Forest City, PA 2018 NATIONAL WINNER

Tennessee

Elizabeth A. Wilkins Martin & Zerfoss Insurance Nashville, TN

Washington

Amy Hayes Duncan & Association, Inc. Olympia, WA

Wyoming

Cindy Gerhold, CISR Elite HUB International Mountain States Sheridan, WY

Texas

Linda M. Dailey SWBC Insurance Partners San Antonio, TX

Utah

Stephanie Holden, CISR, CPSR SentryWest Insurance Services Salt Lake City, UT

CALL FOR NOMINATIONS for the 2019

Outstanding CSR of the Year® Award

Get the glory for your agency, your team, and for yourself! Nominate a “Star CSR.” Anyone who works in an insurance-related customer service role—regardless of job title or designations—is eligible to compete. Cash, gold pins, and honors are bestowed upon the national winner and finalists. And the nominator of the national winner receives a $1,000 cash award. Go to TheNationalAlliance.com/OCSR for details about how to nominate and WIN! Winter 2018 | RESOURCES

cademy Research Associates are organizations who have stepped up to support the efforts of The National Alliance Research Academy. These fine organizations understand the value of the research, publishing, and recruiting efforts conducted by The Academy. We are proud to partner with each and every one and invite you and your organization to join this prestigious list! As a Research Associate, you’ll contribute to our efforts to recruit into the industry new, more qualified, careeroriented students through the University Associate CIC (UACIC) and University Associate CRM (UACRM) programs at institutions of higher learning. You are also invited to participate in cutting-edge research projects, conducted by The Academy, documenting the latest industry trends and innovations. Collectively, we help to “raise the bar” for everyone in our industry. The National Alliance salutes our Research Associates for all of the ways they make us better—from generous annual contributions to their considerable expertise and leadership. New members in this extraordinary group are always welcome. To learn more about the benefits of becoming an Academy Research Associate (including a 10% discount on all Academy publications), contact Carol Crysup, CISR Elite, at ccrysup@scic.com or call 800-633-2165, ext. 6191.

RESOURCES | Winter 2018

HON OR

Academy Rese American Automobile Association, Inc.

American Agents Alliance

Assurex Global

HR&R Intergovernmental Pool Administration, Safety & Loss Control

Hylant

ISU Insurance Agency Network

McGriff, Seibles & Williams

PATRA Corporation

Popular Insurance, LLC

Zurich North America

Alabama IIA

IIAB of Arizona

IIA of Illinois

IIA of Indiana

PIA of Indiana

Michigan Association of Insurance Agents

MIIAB

Missouri Association of Insurance Agents

IIA of Oklahoma

IIAB of Pennsylvania

IIAB of South Carolina

O UR

arch Associates Bancorp South Insurance Services, Inc.

Bowen, Miclette & Britt

Brown & Brown, Inc.

Calhoun, Thomson+ Matza, LLP

CRC Insurance Services, Inc.

Jerry Montgomery Memorial Research Fund

Keystone Insurers Group, Inc.

Marble Box

MarketScout, Inc.

McGriff Insurance Services

State Auto Insurance Companies

Texas Capital Bank

United Valley Insurance Services

USI

Westwood Trust

PIIAC

PIA of Connecticut

IIAB of Delaware

Florida Association of Insurance Agents

PIA of Georgia

Kansas Association of Insurance Agents

IIA of Kentucky

PIA of Kentucky

IIAB of Maryland

Massachusetts Association of Insurance Agents

PIA of Nebraska and Iowa

PIA of New Jersey

PIA of New York State

IIA of North Carolina

PIAA of Ohio

PIA of Wisconsin

ADD YOUR ORGANIZATIONâ&#x20AC;&#x2122;S NAME TO THIS PROUD GROUP Contact Carol at ccrysup@scic.com

Insurors of Tennessee

PIA of Virginia & D.C.

PIA of Washington/ Oregon

Winter 2018 | RESOURCES

LEADERSHIP

Cultivating Leadership

illing the gaps in industry talent that will result from the retirement of baby boomers has been, and remains, a major focus for the industry. Attracting new talent is critical, and The National Alliance is fully invested in developing leadership for our industry. In keeping with that goal, we’ve partnered with

The National Alliance’s University Associate (UA) Program was created to support educational institutions in their efforts to attract college students into the insurance and risk management industry. It allows students to complete two of the five parts toward their CRM or CIC designation. Those who successfully complete the course of study earn the highest insurance/ risk management universitylevel credentials in the US—the UACRM or UACIC. See a list on page 37 of the colleges and universities that are currently participating in one or both UA programs.

a number of colleges and universities to help cultivate the talent entering, and graduating from, some of the top insurance and risk management programs in the country. Keep reading to learn about all the ways 34

RESOURCES | Winter 2018

at the University Level

that we are working with university students and how you can help—because as this problem continues to manifest, there is every possibility that it will impact your workplace.

Gamma Iota Sigma

Gamma Iota Sigma (GIS) is an international professional fraternity organized to promote, encourage, and sustain student interest in insurance, risk management, and actuarial science as professions. The National Alliance has a long-standing relationship with GIS, and when this organization held their 47th Annual International Conference, in Chicago, IL, our team was there. The conference was a great success, attracting over 400 industry leaders and over 600 creamof-the-crop students. With 82 exhibitors at the Career Fair, informational sessions and panels, and valuable networking opportunities, it is considered the foremost event for the insurance, risk management, and financial industry to engage in a meaningful way with the next generation of industry leaders. At the conference, company and carrier representatives met with the most accomplished students from multiple schools in a single setting—students who are preparing for careers as risk managers, actuaries,

underwriters, brokers, consultants, agents, producers, and other industry roles. Interviews for internships and entry-level positions are conducted on-site during the conference, with multiple offers reported from participating companies and organizations. The National Alliance is a Sustaining Partner of GIS, and as such, representatives of The National Alliance’s

in their educational and professional development is what we do at The National Alliance; we want to encourage these great young people, facilitate networking opportunities for them, and provide scholarships where needed. We are also getting out the good word about the UA Program and the excellence and on-point practicality of The National Alliance curriculum.”

“These are the future leaders of our industry and investing in their educational and professional development is what we do at The National Alliance…” —Bob Rogers

Bob Rogers, CLU, ChFC, speaks to GIS members at their annual conference.

University Associate (UA) CIC and CRM Programs attended the conference. Bob Rogers, CLU, ChFC, Co-Chair of the Jerry Montgomery Memorial Research Fund, a National Faculty member, Academy Board member, and CIC Mentor, observed, “These are the future leaders of our industry and investing

Jennifer Grimes, CIC, CRM, CISR, CSRM, and UA Academic Director, commented, “The UA Program has been a great success. In fact, 29 colleges and universities across the country currently offer students the opportunity to earn the UACIC and/or UACRM designations. The National Alliance, in concert with

Listen to the voices of tomorrow, today! Pictured below are some of the university students Tracy Pitre, CPRM, CIC, CISR, interviewed during the GIS Conference. Their comments regarding their roles in the future of the industry are well worth listening to! Search The National Alliance Facebook page for the October GIS Conference to watch all the students’ interviews, along with additional interviews conducted with members of GIS alumni councils who are involved with recruiting efforts, as well as cultivating the industry talent that is so critical for the future. Harrison Rudolph is in his senior year at Florida State University (FSU) and is President of FSU’s GIS chapter. He began studying actuarial science and segued into RMI. Harrison wants to pursue the carrier side of the business as an underwriter. He is in the UA program and says, “There’s no reason not to participate in the UA program; it’s a jump-start into the industry.” President of the GIS Chapter at East Carolina University, Logan Krause began his college career as a chemistry major, but didn’t like being in the lab all day. He soon realized he could use his love of technical information and analysis in the insurance and risk management arena. “I enjoy how social the industry is—I like interacting with people. Insurance is a relationship business at all levels.” Logan is a Jerry Montgomery Scholarship recipient and is in the UA Program. Matt Mitchell is a senior at Georgia State University and President of the GIS chapter there. Motivated by 9/11, he joined the Army, and after 14 years of service, went back to school in insurance and risk management. “My entire military career was about assessing and managing risk—now I want to do that as a broker or an underwriter.” GIS alumni Sabrina Timmins realized that upon graduation, students no longer had the connection and support they were benefiting from while in school, so she cofounded the GIS Alumni Council. As President of the Council, she finds that continuing membership with GIS after graduation provides an important link with a strong peer network.

L to R: GIS Grand Chapter International Student Representative Larry Lewis of Temple University; Sanjeet Hattarki, GIS Chapter President at The University of Texas at Austin; William J. Hold, M.B.A., CRM, CISR, CEO of The National Alliance; and Griffin Gaffner, GIS Chapter President at Olivet College, proudly display the GIS Chapter Charter for The University of Texas at Austin.

its scholarship fund—The Jerry Montgomery Memorial Research Fund—and our Research Associates, is accelerating its efforts to grow this number through next year, and beyond.” Tracy Pitre, CIC, CPRM, CISR, and Media Team Director, expressed her enthusiasm about what The National Alliance team accomplished at the GIS Conference. She said, “We were able to leverage our industry connections to make a warm introduction between students and the appropriate carrier representative or industry leader. We were there not only to talk about our UA Program, but to demonstrate to students that we are invested in them and in their careers. We are in it with them for the long haul. We care that they get into the area of the industry that is right for them and connect with the organization that will help them reach their goals.”

The Jerry Montgomery Memorial Research Fund was developed by The National Alliance to honor the memory of a beloved employee who was a student of the industry and had a passion for teaching others. Consequently, it is fitting that the contributions made to this fund are used to create scholarships for university students, defraying the costs of attaining their designations. The National Alliance awards a number of Jerry Montgomery Memorial Research Fund scholarships to college and university students each year.

The National Alliance’s efforts with GIS, the Jerry Montgomery Memorial Research Fund, and the UA Program are making a big difference for students at colleges and universities across the country. For a Winter 2018 | RESOURCES

LEADERSHIP concrete example from just one of these schools, let’s take a closer look at the Insurance and Risk Management (IRM) Program at the University of Houston–Downtown (UHD). The information regarding this program was submitted by Priscilla Oehlert, CIC, CRM, ARM, National Alliance Faculty member and Educational Consultant, and Director of UHD’s Insurance and Risk Management Center.

“The UACRM credential is one of the reasons UHD IRM grads are some of the mostdesired new talent in the industry.” —Priscilla Oehlert University of Houston– Downtown

The BBA in Insurance and Risk Management (IRM) program at the University of Houston–Downtown (UHD) is driven by the unique demographics and needs of its students. All of the courses are offered online to accommodate UHD’s working student population, multiple scholarships are awarded to IRM majors/ minors each semester, and active industry-involved mentoring directs and facilitates the students toward industry careers resulting in an over 95% career placement rate. UHD’s students’ success is partly attributable to the IRM program’s focus on 36

RESOURCES | Winter 2018

The students featured here are representative of the IRM students at UHD who have earned the UACRM designation and are working toward earning the CRM designation. Sarah Smith, UACRM, has experience in banking and mortgage lending. Her 4.0 GPA has earned her several scholarships, including an Insurance Council of Texas scholarship and the CPCU President’s Scholarship. She will graduate magna cum laude in May 2019 and plans to complete both the CRM and CPCU designations by 2022. Tara Benford, UACRM, is a Construction Service Account Manager at Brady, Chapman, Holland & Associates, Inc., one of Houston’s largest independent agencies. Benford has been accepted into the 2018 CPCU Society Student Engagement Program and has earned several UHD IRM scholarships. Jessica Binney, UACRM, will graduate this month (December 2018) from UHD with a BBA degree in IRM. She is on UHD’s Dean’s List and was awarded an IRM Center scholarship, based on merit. She plans to become a CRM in 2019 and find a position in risk management. Sean M. Wagner, CPCU, UACRM, graduated from UHD in 2013 and earned his CPCU in 2017. Wagner was awarded multiple scholarships and named an Outstanding Student. He completed an internship as an Assistant Underwriter with Risk Placement Services–Gallagher and was hired into a full-time position upon graduation.

offering curricula that leads to professional designations respected throughout the industry. As Oehlert emphasized, “The UACRM credential is one of the reasons UHD IRM grads are some of the most-desired new talent in the industry.” Oehlert attributes her program’s outstanding curriculum and job placement rates to her Council,

a group of highly involved industry professionals, many of whom have served since the program launched in 2009. “The Council is actively involved and supports every aspect of the program—from ensuring an industry-oriented curriculum is offered, to providing financial support for scholarships and resources

that enable students to attend industry meetings and conferences, and extending to include internships and full-time employment,” she says. “The program wouldn’t have the success and reputation it has without the resources and talent the Council and the companies they represent provide to UHD’s IRM program.”

Internships

One of the most important career-prep opportunities for university students is the chance to intern at insurance agencies and companies. The National Alliance has put a spotlight on the benefits—for both students and employers—of internships in a session presented at two of the 2018 MEGA seminars. During the Dallas MEGA, four students involved with GIS and/or the UA programs joined a panel discussion chaired by Kathleen McCullough, Ph.D., BBA, Associate Dean for Graduate Programs and Research and State Farm Insurance Professor, The Dr. William T. Hold/The National Alliance Program in Risk Management, College of Business, Florida State University, and Alexandra Massey, Corporate Relations Coordinator. The session, “The Insurance Industry and the Value of Internships,” was so well received at these venues that it will be repeated at the Denver MEGA in March 2019. (Go to scic.com/news/post/ interested-in-internshipsall-you-want-to-know-andmore-about-the-value-of-internships to read an article on the subject.)

Colleges and Universities Participating in UA Programs

At the Dallas MEGA Seminar in October, Dr. William T. Hold, CIC, CPCU, CLU, President of The National Alliance, introduced a panel of UA Program and GIS students who spoke about their internship experiences during a session called “The Insurance Industry and the Value of Internships.”

About the panelists (seated in photo, L to R): Andrew Rodriguez is a senior at The University of Texas at Dallas. He is currently an Underwriting Support Assistant at Markel and plans to obtain a professional designation before graduation. Andrew previously served as President of the GIS Beta Phi Chapter. Lydia Bardo interned as a Commercial Underwriter for the AmWINS Group in Dallas/Fort Worth, and ultimately accepted a fulltime position with them. She currently serves

It is interesting to note that some of these panelists, like so many of their peers, are holding full-time jobs while they augment their education with university degrees and professional designations. That is not easy—and we commend all of these individuals for their continuing efforts to become “the best” that the industry has to offer.

as the VP of Community Service for the GIS Beta Phi Chapter and is completing her bachelor’s degree in Finance and Risk Management at The University of Texas at Dallas. Joe Neeley, CIC, is a Wholesale Commercial Property Broker with All Risks Ltd., in Houston. He graduated from FSU in 2014 with a dual degree in Entrepreneurship and RMI, and as a student he served as President of the GIS chapter. Joe also attained the CIC designation in 2016.

Get Involved!

There is nothing that can compare to making a contribution that will compound far beyond the initial donation by generating a positive impact that none of us can foresee. We hear it repeatedly from many individuals who would like to make a contribution to the industry that has meant so much to them.

Ty Simmons, CLM, is a graduate of Baylor University School of Law with an undergraduate degree in business. He currently serves as General Counsel for Union Standard Insurance Group in Irving, TX. His experience includes insurance litigation, regulatory compliance, litigation management, and insurance claims consulting, and he holds the Certified Litigation Management Professional (CLM) designation.

Join us in our work to cultivate bright, motivated talent for the future of our industry. To get involved at an individual level, consider making a donation to the Jerry Montgomery Memorial Research Fund (scic. com/jerry-montgomerymemorial-research-fund). Organizations can contribute by becoming Academy Research Associates (scic.

Appalachian State University Ball State University Baylor University Butler University California State University— Fullerton East Carolina University Eastern Kentucky University Florida State University Heidelberg University Kent State University Middle Tennessee State University Mississippi State University University of Central Oklahoma New Mexico State University Olivet College Temple University The University of Akron University of Central Arkansas University of Colorado— Denver The University of Georgia University of Houston— Downtown University of Louisiana— Lafayette The University of Mississippi University of North Carolina— Charlotte University of North Texas University of South Carolina University of Southern Maine University of Texas—Dallas University of Wisconsin— Oshkosh

com/the-research:academy) or email academy@ scic.com. And be sure to go to The National Alliance Facebook page to learn more about the inspiring students we met at the GIS conference! n Winter 2018 | RESOURCES

TECHNOLOGY

ew would dispute that life brings challenges to all of us. People confront and sometimes struggle with those challenges in different ways. For those who struggle with physical and mental health conditions, emerging technological trends may be part of a larger solution. Because data show that the quantity and quality of social relationships affect mental and physical health,1 an effective solution must include a sophisticated companionship network. In today’s tech-driven world,

RESOURCES | Winter 2018

the term, “connectivity,” describes the interconnectedness of computer platforms, systems, and apps. Improved connectivity leads to improved performance and results. Humans require interconnectedness, too, regardless of their age or specific mental or physical challenges. One way to provide that interconnectivity is through mobile apps.

Connection and Accountability

The mobile app, WEconnect Recovery, relies on a very human approach to helping individuals

find solutions to very human challenges. At the Entrepreneurial Insurance Symposium (EIS)* held in September 2018 in Dallas, Texas, WEconnect cofounders, Daniela Tudor and Murphy Jensen, spoke passionately about their lifechanging software. The WEconnect Recovery (weconnectrecovery.com) app monitors, analyzes, and reports data to improve patient outcomes. It also provides real-time, anyplace connections and support for individuals recovering from drug and alcohol addiction. The initial data indicate that the WEconnect

app helps reduce relapse rates,2 increases treatment efficacy, and enables program providers to maintain JCAHO (jointcommission. org) Certification—the app is also HIPAA compliant. A former French Open Champion, Murphy Jensen, is the head coach of the Washington Kastles of World TeamTennis, as well as WEconnect’s Executive VP of Corporate Development. As an experienced coach for tennis superstars such as Venus and Serena Williams and Martina Hingis, Jensen understands the influence of motivation upon recovery. He faced and won his own battle with drug and alcohol addiction, a struggle that led to his awareness of the importance of having a good support network. By offering moment-by-moment assistance for its users, WEconnect goes beyond recommending appropriate

care. It links users to a 24/7 support system. Daniela Tudor, Chief Executive Officer of WEconnect, knows intimately that recovery is not a solitary endeavor. Her drug and alcohol addiction took her to the edge of disaster. With no money, no car, and no job, she spent a brief time in jail after missing a mandated court date. Rattled by the experience, Tudor sought help. At the commencement of an inpatient rehabilitation program, she learned that as many as 60% of patients relapse.3 While undergoing treatment, Tudor had an epiphany—successful recovery is about community. Tudor says, “I realized the reasons people relapse are a lack of accountability and a lack of connection to their community.” She committed herself to creating an app that could serve as both a

“I realized the reasons people relapse are a lack of accountability and a lack of connection to their community.” —Daniela Tudor

companion and a soft intervention for those with addictive behaviors, resulting in measurable and positive outcomes. Tudor’s WEconnect mobile app encourages its users to account for their daily activities, monitor their own medical needs, consider health options, and Bullying connect easily with behaviors, some sponsors, programs, health workers, and of which are friends.

Kindness and Inclusion

categorized as criminal, can lead to mental health problems, educational disruptions, and potential crises…

An analysis of numerous studies4 reveals data related to the rate of bullying among school-aged children occurring nationwide. Bullying behaviors, some of which are categorized as criminal, can lead to mental health problems, educational disruptions, and potential crises that have safety implications for youth, schools, and communities at large. The market for downloadable apps is burgeoning with apps addressing bullying, isolation at school, and curbing harassment via social media. Many of these apps have been designed and coded by teenagers who, like Daniela Tudor, were inspired by first-hand experience to create tools that could help others cope with or recover from the harmful and even life-threatening consequences of bullying.

(Continued.) Scan this QR code to hear an interview with Daniela and Murphy. WEconnect cofounders, Daniela Tudor and Murphy Jensen, answer questions during a presentation about their mobile app.

Winter 2018 | RESOURCES

One such mobile app is called Sit With Us (sitwithus.io), created by Natalie Hampton of Sherman Oaks, California, to fight bullying and promote kindness and inclusion in middle and high schools. Hampton designed the app at the age of sixteen, having experienced the isolation of sitting by herself during lunch for a whole school year. Research shows that students are particularly vulResearch nerable to bullying shows that and being marginalized at school— students are between classes particularly and especially at lunchtime.5 Hampvulnerable ton’s app remto bullying edies the problem by connecting stuand being dents who have marginalized difficulty locating lunch companat school— ions. Sit With Us between student volunteers agree to be classes and “ambassadors of especially at kindness,” each taking a pledge to lunchtime. invite students to join them for open lunch events. Students in need of lunch companions, or buddies, can

mental health conditions, and use action tools to cope with depression, panic attacks, and to relieve general anxiety. Now at age sixteen, Southworth has launched Verena, an app for the LGBTQ+ community and other disenfranchised groups to connect users to support resources and to enable them to send alerts when they are at risk of abuse, harassment, or bullying.

The Bottom Line

Natalie Hampton shows her app, Sit With Us, which she created to fight bullying and promote kindness and inclusion in middle and high schools.

Alerts and Action Tools

For Amanda Southworth of Los Angeles, California, bullying began in elementary school and continued through her high school years. She retreated socially, becoming deeply introverted and focused on her music and a fascination with coding. Bullying affected Southworth’s mental health, leading her to question her self-worth and to contemplate suicide. Fortunately, rather than succumb to the negativity that threatened to crush her, the teenager put her programming talents to positive use, creating her first app, AnxietyHelper, in 2015. AnxietyHelper is a mental health toolkit designed to help users ages twelve and above make connections to resources, find information on

What makes these pioneering companion apps, whether they address addiction, mental and physical health, or bullying and harassment, important to the insurance and risk management industry? How does socially targeted technology relate ultimately to risk and liability? Some of the current apps-with-aconscience come with data supporting their claims. They reduce medical costs, improve patient outcomes, track and record specific incidents, and diminish the likelihood of suicide and abuse. They also offer potential for abating the number of mental health related crises that impact community and school safety. They are, in other words, tools that the insurance and risk management industry can use to prevent and mitigate suffering and loss. n Debra Umberson and Jennifer Karas Montez, August 4, 2011, National Center for Biotechnology Information, U.S. Library of Medicine, HHS Public Access, https://www. ncbi.nlm.nih.gov/pmc/articles/PMC3150158/.

PR Newswire, March 30, 2017, Press Release, Map Health Management Announces Partnership with WEconnect to Mitigate Post-Treatment Relapse Risk in People with Addiction, https://thisismap.com/insights/ press-releases/weconnect-partnership.

Drugs, Brains, and Behavior: The Science of Addiction, July 2018, https://www.drugabuse.gov/publications/drugs-brains-behavior-science-addiction/treatment-recovery.

Scan this QR code to view a videocast of Amanda Southworth discussing bullying. Amanda Southworth, the creator of the AnxietyHelper app, is providing ancillary content for the new Specialty Risk Management Bullying and Liability curriculum (due out in 2019).

40 RESOURCES | Winter 2018

https://www.pacer.org/bullying/resources/ stats.asp.

5 https://nccd.cdc.gov/YouthOnline/App/Results.aspx?LID=XX.

* The National Alliance is a supporting partner of the Entrepreneurial Insurance Symposium..

A Collection of Success Stories and Press Clippings from Around the World

IntheSpotlight MMA Promotes Johnson

James E. Johnson, CIC, CPCU, AAI, of Marsh & McLennan Agency, LLC, has been promoted to the role of National Industry Development Leader—Business Insurance. Previously, he served as their VP of Sales and Marketing. (businessinsurance.com)

Van Horn Joins Heffernan

Heffernan Insurance Brokers recently selected Diana Van Horn, CIC, CRM, CPCU, ARM, AU, AIM—formerly with QBE Insurance Group—to join its Portland, OR, office as Senior VP and Branch Manager, focusing on new business development and sales management. (PRNewswire.com)

Dugan Ascends at Erie

Sean D. Dugan, CIC, CPCU, AU, ARe, AIS, API, has been named VP–Corporate Human Resources Officer for Erie Insurance. This new role will include oversight of the Talent Acquisition, Community Outreach, Diversity & Inclusion, Human Resources Business Partners and Employee Relations, Talent Management, and Strategic Workforce Planning teams. Dugan is a 26year industry veteran who joined Erie in 2004. (PRNewswire.com)

Keystone Appoints Hartung Keystone Insurers Group has appointed JoAnn Hartung, CIC, CPCU, API, as Wisconsin State VP for the agency partnership organization. Hartung was previously a Regional Agency Manager with Western National Insurance Group. (insurancejournal.com)

Kurlich Lands Scholarship

Angela Kurlich, CIC, CPIW, ACE, DGIA, owner of Angle Insurance Solutions in Stow, OH, was awarded a scholarship to, and recently graduated from, a threemonth intensive training workshop with Goldman Sachs’ 10,000 Small Businesses Program. Kurlich, and other small business owners from Ohio and Pennsylvania, participated in the program which focused on business education and development. Kurlich is a 35-year veteran of the industry and a 25year tenured CIC, and anticipates that the experience will help her grow her agency and stimulate the economy with more jobs.

Ieuter Honored in Michigan Karl T. Ieuter, CIC, CPCU, ARM, of Ieuter Insurance Group, has been named Insurance Agent of the Year by Michigan PIA. The award is given to an agent who has shown both good character and aptitude in the industry. (ourmidland.com)

Tompkins Picks Promutico Marisa Promutico, CISR, recently joined Tompkins Insurance in Wyomissing, PA, as an Account Executive. She was previously employed by Gallen Insurance as a Personal Account Manager. (bctv.org)

Have YOU been IntheSpotlight”? If you, or a fellow designee, has landed a promotion, won an award, or been honored in some fashion—don’t be shy! Let us help celebrate! (Can you say, “FREE publicity”?) To submit an item for editorial consideration, send biographical data and a color headshot photo to Becky at bkeeling@scic.com.

Winter 2018 | RESOURCES

A Collection of Success Stories and Press Clippings from Around the World

IntheSpotlight Gotta Hand It to Hoffman

Kolten Hoffman, CIC, CRM, has assumed a new role as a Business Risk Advisor with Gilbert’s Risk Solutions in Sharon, PA. Having spent the last seven years working with businesses throughout Pennsylvania and Ohio, assisting them with their risk management and insurance needs, in his new role, Hoffman will focus more on new client acquisition. (businessjournaldaily.com)

Bratton Takes High Honor in Arkansas

Perlman Joins MMA

Denise Perlman, CIC, has been selected to become the new Executive VP— Business Insurance and National Partnerships, for Marsh & McLennan Agency, LLC, having previously served as Senior Director for Retail Business Development for Markel Corp. (businessinsurance.com)

Kricher Branches Out

Glenn Kricher, CIC, CRM, CLU, has been appointed Branch Manager of Erie Insurance’s Harrisburg, PA, branch. Kricher is a 14-year veteran of the company and previously served as Senior District Sales Manager in Harrisburg, which is one of Erie’s largest districts. (insurancenewsnet.com)

Fitzgerald Joins Glenn

John J. Fitzgerald, CIC, recently joined the team at Glenn Insurance in New Jersey as their Sales and Underwriting Manager. He will lead their sales team and oversee the commercial underwriting team. (pressofatlanticcity.com)

RESOURCES | Winter 2018

Dr. William T. Hold, CIC, CPCU, CLU, President of The National Alliance, and William J. Hold, MBA, CRM, CISR, CEO of The National Alliance, flank Dr. Bratton.

We are delighted to announce that Dr. John C. Bratton, CIC, CPCU, ASLI, ARM, has been inducted into the Arkansas Insurance Hall of Fame. Dr. Bratton, who has served as a National Alliance Educational Consultant for over 25 years, is also a retired CISR Faculty member, CIC Mentor, and University Associate (UA) Program Professor. The Hall of Fame induction ceremony took place on the campus at the University of Central Arkansas (UCA) in October. Dr. Bratton, who retired from his professorship at UCA in June 2018, was instrumental in the development of an insurance and risk management course that is currently taught in many Arkansas high schools. Always a strong supporter of The National Alliance, he encouraged his university students to participate in UCA’s UACIC Program. The Arkansas Insurance Hall of Fame was created in 2015 to honor distinguished insurance industry professionals with strong ties to Arkansas, who exemplify innovation, social responsibility, leadership, and professional excellence, and have made broad, encompassing and lasting contributions to advance the role of insurance in society. (uca.edu/news)

Koegel Advances Career

Upon earning his CIC designation, Jonathan Koegel, CIC, CISR, of Arthur C. Hall Insurance, Inc., was promoted to Commercial Lines Supervisor. (delawarebusinessnow.com)

TheNationalAlliance.com

The Best and the Brightest

Designees Provide Leadership in New York

President of P.W. Wood & Son, Inc., in Ithaca, NY, Jamie A. Ferris, CIC, CPIA, AAI, has been elected President of the PIANY. Jamie Ferris was President-Elect in 2017–2018 and is currently the VP of the Government Affairs and Nominations Committee and also serves on the PIANY’s Executive/Budget & Finance and Benefits & Services Committees. Jon Lipton, CIC, President of Castle Rock Capacity, LLC, in New York, NY—part of EPIC Brokers—has been elected, and Lipton Gary Slavin, CIC, CLTC, an Advisor with Mass Mutual in Greenvale, NY, has been re-elected to serve on the PIANY’s Board of Directors. Jon is a member of the Slavin PIANY’s New York City Advisory Council, and Company/Industry Relations and Education/Conference Committees, and Gary is Chairperson of the Member, Benefits & Services Committee and also the Government Affairs Committee. Timothy E. Dean, CIC, CRM, President of Marshall & Sterling, Inc., in Poughkeepsie, NY, was re-elected VP of PIANY for 2018–2019.

Dean

John C. Parsons II, CIC, CPIA, AAI, Executive VP of Parsons & Associates in Syracuse, NY, has been honored with PIANY’s Community Parsons Service award. Parsons is an active Past-President of PIANY, a member of the Company/Industry Relations and Government Affairs Committees, as well as the Chairperson of the Nominations Committee and Syracuse Advisory Council. (PIANY news releases)

The National Alliance presented 22 scholarships to IAIP (International Association of Insurance Professionals) members at the 76th Annual IAIP Convention held in St. Louis, MO, in June 2018. Each scholarship grants full tuition to one program conducted by The National Alliance. “The National Alliance partners with IAIP to award these scholarships to deserving IAIP members,” Danielle Janecka, Senior VP of The National Alliance, remarked. “These scholarships show our support and desire to encourage the best and the brightest in our industry. All the recipients are dedicated insurance and risk management professionals and have actively demonstrated their commitment to continuing education.” CIC Update Scholarship: Keri Herlong, CIC, CRM, CISR, CPCU, ACSR, AIM, CIIP, CLP Acuity Sheboygan, WI CIC Scholarships: Marcella Beasley, MA, CISR Alliant Insurance Services, Inc. Fresno, CA Kimberly Cameron, CPIW, CLP Agri-Center Insurance Agency, Inc. Fresno, CA Jessica Damron, CISR Willis Towers Watson Columbus, OH Emily Hardinge, CISR Specialty Risk Associates, Inc. Shreveport, LA Jose Rosario-Negroni Boston Mutual Life Company Quebradillas, PR CRM Scholarships: Angela Gentry-McNeil, CPIW, AINS The Kirksey Agency, Inc. West Monroe, LA Oksana Redko, CIC Willis Towers Watson Potomac, MD Kimberly Zemek, CPCU, ARe, CRIS FCCI Insurance Group Ridgeland, MS CISR Update Scholarships: Dawn Halkyard, CISR, ACSR, CIIP, CLP, DAE F.A. Peabody Company Sherman, ME Donna Powell, CISR, CIIP Specialty Risk Associates, Inc. Shreveport, LA

CISR Scholarships: Sandra Ames, CLP Windsor, VA Marisa Petrella, CLP NJM Insurance Group West Trenton, NJ Bobby Shields Relation Insurance Services of North Carolina Charlotte, NC Maeghan Tilley Galloway-ChandlerMcKinney Insurance Columbus, MS Mary Tucker Marsh & McLennan Agency Greenville, SC CISR Online Scholarships: Barbara Chintala, AIS, AINS, API, CIIP NJM Insurance Group West Trenton, NJ Rene Hetzer Arthur J. Gallagher West Des Moines, IA Stacy Anthony McClosky BB&T Insurance Services Greenville, SC Leslie McClure, AAI, CPIW, PIAM, CLP, CLCS, CPII, ACSRC, DAE Turner, Wood & Smith Insurance Agency Gainesville, GA Linda Worthy, CISR, IAIP, CAIP C. T. Lowndes & Company Charleston, SC CSRM Scholarship: Yesenia Flores-Morales, CISR Elite, CPIW Universidad Universal Trujillo Alto, PR

Winter 2018 | RESOURCES

PRSRT STD U.S. Postage

PAID

Austin, TX Permit No. 93

It’s Fun, Entertaining, and You Just Might Learn a Thing or Two “The history of insurance is rich, varied, and anything BUT boring! Insurance brings out the best and the worst in people and institutions. It encompasses the imaginative and the idiotic, the sage and the silly, the altruistic and the esurient, the sheep-like and the shark-like, and—of course—the good, the bad, and the ugly. This fact-filled history examines the origins of many insurance coverages, insuring mechanisms, insurance laws and regulations, insurance customs and practices, and—just for fun—some of the less-proud moments in the insurance world.

25 15

paperback

Through increased awareness of the historical events that have arisen from the web of relationships involving insurance, everyone— including the policyholder—has the opportunity to learn from the past and try to improve the workings of the insurance mechanism and avoid making the same mistakes over and over.” —Author: Richard Rudolph, Ph.D., CPCU, ARM, AIAF, APA, ARP, AAM

digital PDF

Perfect for Gift-Giving and a MustHave for Every Insurance Library— Get Your Copy Today! Proceeds support the Jerry Montgomery Memorial Research Fund (see page 34 of this issue of Resources for details about the fund).

NationalAllianceBooks.com

Resources Magazine - Winter 2018

Articles inside

There's a new CEO in town.