The Underwriter's Insider November 2018 by The Underwriter's Insider

IN THIS ISSUE NOVEMBER 2018 - VOL 14 ISSUE 11

5 Hacks The Pros Use Time And Time Again By Kim Komando

A Clear And Unambiguous Exclusion No Match For Good Lawyer

J.D.Power: Insurers Earn High Marks For Customer Satisfaction on Auto Insurance

10 12 14 17

New Vehicle Technologies Double Repair Bills For Minor Collisions

IBM: Industry’s First Cybersecurity Operations Center On Wheels Lloyd’s Of London: Emerging Economies Have $160BN Insurance Gap

RoundUp Award Reduced On Appeal

Florida Based Brown & Brown Agrees To Acquire Hays Companies

Page 5

Georgia: Insured Losses From Hurricane Michael Nears $700M

Fraudulant Cancer Claims Costs Woman 44-65 Months In Jail

Revealed: The Financial Terms That Leave Most Americans Baffled

21 24 26

AOB Abuse Continues To Threaten Floridians

3 Communications Basics That Build Confidence

Illegal Aliens Encouraged By Democrats? Why? The Advisor Explores This Current Issue...

Lookheed Martin Reveals New Human Lunar Lander Concept

Policy Purchased 45 Minutes After Crash? Not Going To Work...

Liberal Professor’s Filthy Rant Goes Viral

Death of The Underwriter? Say It Ain’t So!

Texas Fines Humana Over Network Adequacy

How (And Why) To Write A Press Release

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SPECIAL REPORT PG 12 IBM ROLLS OUT INDUSTRY’S FIRST CYBERSECURITY OPERATIONS CENTER ON WHEELS

INSURANCE AND THE LAW PAGE SIX

2018 FAIA & LAAIA TRADE FAIR BOOTH IMAGES NOW ONLINE!

FEATURES 5 6

Kim Komando Barry Zalma

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NOVEMBER 2018 INSURANCE - POLITICS - TECHNOLOGY - PEOPLE A Publication of AdMax Corp., Inc. Corporate Offices P.O. Box 31551 Palm Beach Gardens, Florida 33420 Ron Manera, Publisher/Senior Editor Join Me On Linkedin: HERE Follow Me On Instagram: @rj.0521 561.718.0745 • ron@insurmedia.com

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NOVEMBER 2018

TECHNOLOGY

5 HACKS THE PROS USE TIME AND TIME AGAIN Really Cool Tech Info - From Kim Komando

he personal computer has been around for nearly 40 years. In that time, we’ve adapted to all kinds of platforms and devices.

Has a mischievous neighbor broken into your network and started streaming movies all day? Well, there’s one nifty way to speed up your Wi-Fi connection. Change your “domain name system,” or DNS.

The everyday consumer has harnessed the internet, learned Microsoft Office, and mastered the iPhone. Every year, electronics companies throw us a curveball, like the arsenal of smart TVs or the ability to send money through Facebook Messenger.

This system transforms complicated IP addresses into memorable site names. The problem is that some DNSs are more effective than others.

Certain skills are reserved for pros. You wouldn’t necessarily think to ask about them.

To fix it, you can use Google’s “namebench” to test whether a certain DNS is working well. Want to learn how to use it?

1. Change your DNS to double But for folks who like technology your internet speed Click here for instructions on how hacks (like myself), you may find this list extremely helpful, especially if you want your electronics to run as smoothly as possible. NOVEMBER 2018

When your internet connection slows down, you may struggle to find the cause. Is it the router? The modem? Your computer itself? Table of Contents

to use namebench to double your internet speed.

See Kim Komando Pg 38 www/underwritersinsider.com

CLAIMS & THE LAW

A CLEAR AND UNAMBIGUOUS EXCLUSION CAN’T BEAT A GREAT LAWYER

Expert Analysis & Commentary by Barry Zalma, Esq., CFE Bar Negligent for not Seeking Arrest of Drunk & Disorderly Customer

t is axiomatic among plaintiffs’ personal injury lawyers that the more serious the injury the less the need for legal niceties. In a case of the wrongful death of a young woman at the hands of a violent, intoxicated and unlicensed driver a clear and unambiguous exclusion is insufficient to avoid liability when a trial court finds liability for the bar distinct from the service, use, or removal of an intoxicated patron. In Mesa Underwriters Specialty Insurance Co. v. Secret’s Gentleman’s Club; Glmr, Inc., Dba Secret’s; Sharon Snyder, Individually And As Administratrix

Of The Estate Of Deceased Desiree Snyder; Terry Snyder, No. 17-3779, United States Court Of Appeals For The Sixth Circuit (October 16, 2018) refused to protect the insurer who refused to defend or indemnify the bar.

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Mesa Underwriters Specialty Insurance Co. (Mesa) appealed the district court’s grant of partial summary judgment in favor of Defendants Secret’s Gentleman’s Club and GLMR, Inc. (together Secret’s), and Sharon and Terry Snyder (the Snyders), and the district court’s denial of Mesa’s motion for judgment on the pleadings.

FACTS

On April 5, 2014, twenty-two year old Desiree Snyder was killed when the vehicle she was a passenger in was struck headon by a vehicle driven by Julio Vargas who, heavily intoxicated, was driving the wrong way on I-480. Minutes before the headon collision, Defendant Secret’s, an adult entertainment bar in Cleveland, had ordered Vargas to leave its establishment. At the time, Mesa insured Secret’s under a Commercial General Liability Coverage policy that afforded liability coverage for “bodily injury” (defined to include death) caused by an “occurrence” (defined as an “accident”). As pertinent here, the policy contained a liquor liability exclusion, which excluded coverage for: “Bodily injury” or “property damage” for which any insured

Barry Zalma, Esq., CFE, practiced law in California for more than 43 years as an insurance coverage and claims handling lawyer. He now limits his practice to service as an insurance consultant and expert witness specializing in insurance coverage, insurance claims handling, insurance bad faith and insurance fraud almost equally for insurers and policyholders. He also serves as an arbitrator or mediator for insurance related disputes. He founded Zalma Insurance Consultants in 2001 and serves as its only consultant. 6

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may be held liable by reason of:

liability and damages, if any, driver’s license. for the Snyders’ common-law • Vargas was drinking almost • causing or contributing to the negligence, wrongful death, and continuously on the night of intoxication of any person; survivorship claims. the accident. • the furnishing of alcoholic beverages to a person The state trial court found, among CONCLUSIONS under the legal drinking age other things: OF LAW or under the influence of The trial court concluded that the alcohol; or • The toxicological evidence Plaintiffs’common law negligence • any statute, ordinance or shows that Julio Vargas’ blood claims were sufficiently distinct, regulation relating to the sale, alcohol content (BAC) at the separate and independent from gift, distribution a statutory cause of action or use of alcoholic The plaintiffs’ lawyers premised on the sale or beverages. service of alcohol. Secrets were brilliant when was negligent in failing State-Court Action to inform the Cleveland faced with judgment Desiree’s parents Officer working on proof defendants to withdraw the Police sued. alleging claims its premises of Julio Vargas’ of common-law dram shop cause of action and limit noticeably and extremely negligence, wrongful intoxicated condition, of their allegations to common law death, conscious his assault of a club dancer disregard/willful and negligence to dip into the assets of in violation of Ohio law, wanton misconduct, and of his unauthorized the insurer, Mesa. “ survivorship, loss use of a woman’s credit of consortium, and card that was clearly not violations of Ohio’s Dram Shop his own. It also includes Secrets’ time of the crash was likely Act by Gigi’s Lounge and Secret’s. negligence in failing to take any .263 to .265-well over three After receiving notice of the action whatsoever to prevent times the legal limit. state-court action, Mesa notified Vargas from driving, despite the • The Court’s determination Secret’s by letter dated February foreseeable consequences of its of Secrets’ liability is not 25, 2015, that it would not defend inaction in these regards, along premised on its selling or indemnify Secret’s against with its negligence in instead or furnishing of alcoholic what it termed a “liquor liability” choosing to personally escort beverages to Mr. Vargas or claim. Vargas out of the club to ensure on a statutory violation of The Snyders and Secret’s that he would drive away in the Ohio’s Dram Shop statute, executed a Confidential extremely intoxicated condition R.C. § 4399.18. Instead, and Agreement and Stipulation for he was in. pursuant to the parties’ Consent Judgment. The case Stipulation, this Court’s sole went forward against Secret’s and Secrets had a common law duty focus is on Secrets’ alleged GLMR. Secret’s and the Snyders to use reasonable care to prevent common law negligence entered into an Amended foreseeable harm to others, based on the unique and caseStipulation for Consent Judgment including to Desiree Snyder. This specific facts and attendant allowing Secret’s to continue to includes Secrets’ duty to call or circumstances. deny liability and allowing the • As of April 5, 2014, Julio state court to determine Secret’s See Zalma Page 36 Vargas did not have a valid NOVEMBER 2018

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NEWS

J.D. POWER: AUTO INSURERS EARN HIGH MARKS FOR CUSTOMER SATISFACTION IN CLAIMS BUT STRUGGLE TO INTEGRATE DIGITAL CLAIMS REPORTING TECHNOLOGY

OSTA MESA, Calif.: 25 Oct. 2018 — Automobile insurers are achieving high levels of customer satisfaction when handling claims, but they are struggling to transition claimants to digital claims reporting solutions, according to the J.D. Power 2018 U.S. Auto Claims Satisfaction Study.SM These findings are noteworthy in light of claim severity outpacing the decline in claim frequency, which is putting enormous pressure on traditional customer service and claims processing operations to create a more effective way to handle auto claims. “Insurers are doing a great job at the critical customer touch point of claims reporting, but the end-to-end claim process is still costly and not as fully integrated as it needs to be,” said David Pieffer, Property & Casualty Insurance Practice Lead at J.D. Power. “The challenge for insurers is to seamlessly transition the claims reporting function to more cost-effective digital customer

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care solutions. For many insurers shrinking to just insurance customers, reporting 70 points, the smallest a claim is one of the few direct that gap has been since interactions they have with the study’s inception. their insurer and it comes at a time when they are looking for • Few customers adopting a reassuring voice. That’s not digital FNOL offerings: the ideal time to introduce a Although customer use of new digital touch point.” technology has increased over the past five years, 65% of claimants have Following are key received a digital status findings of the 2018 study: update, with the majority of • Record-high customer that done in combination satisfaction with auto with offline status updates. claims: Overall satisfaction FNOL currently has with the auto insurance the lowest technology claim process increases to utilization, with just 11% 861 (on a 1,000-point scale), of claimants filing a FNOL up 3 points from last year’s via digital channels. study and setting a recordhigh. The performance • Customer satisfaction improvement is driven lower when using digital primarily by a 5-point FNOL channels: FNOL improvement in the first satisfaction is lower among notice of loss (FNOL) factor. customers who submit their claim digitally than • Industry-wide among those who report improvement: via offline channels (860 Improvements in customer vs. 869, respectively). satisfaction are found across the board, with the gap between the highestand lowest-ranking See High Claims Satisfaction Pg 51 Table of Contents

NOVEMBER 2018

NEWS

NOVEMBER 2018

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SPECIAL REPORT - AAA

NEW VEHICLE TECHNOLOGIES DOUBLE REPAIR BILLS FOR MINOR COLLISIONS AAA finds safety systems can add an extra $3,000 in repair costs

RLANDO, Fla. (Oct. 25, 2018) – According to new research from AAA, vehicles equipped with advanced driver assistance systems (ADAS) such as automatic emergency braking, blind spot monitoring, lane departure warning and others, can cost twice as much to repair following a collision due to expensive sensors and their calibration requirements. Even minor incidents that cause damage to this technology found behind windshields, bumpers and door mirrors can add up to $3,000 in extra repair costs. With one-in-three Americans unable to afford an unexpected repair bill of just $500, AAA strongly urges consumers to perform an insurance policy review and consider the potential repair costs of these advanced systems. “Advanced safety systems are much more common today, with many coming as standard equipment, even on base models,” said John Nielsen, AAA’s managing director

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of Automotive Engineering and Repair. “It’s critical that drivers understand what technology their vehicle has, how it performs and how much it could cost to repair should something happen.”

some automakers require the use of factory glass that meets strict standards for optical clarity.

Replacing a windshield on a vehicle equipped with a camera behind the glass typically costs Previous AAA testing has shown approximately $1,500, which can that ADAS offers many safety be as much as three times the benefits, however, amount to replace minor vehicle the windshield on As damage that a car without the technology affects these technology. systems may be continues to evolve, inevitable. For the “It is not unusual for drivers need to be vehicles in AAA’s windshields to get better educated chipped or cracked, study, the repair bill for a minor front especially for drivers and more aware or rear collision on who commute on a of their vehicle’s a car with ADAS daily basis,” continued can run as high Nielsen. “This may capabilities. as $5,300, almost be an eyesore on a This includes two and half times regular car, but when the repair cost for understanding how it falls in the line of a vehicle without sight of a camera or the vehicle systems these systems. the driver, it becomes work as well as how a safety issue that Windshield immediate much repairs may needs damage is attention by a facility cost if damaged.” qualified to work on e s p e c i a l l y c o m m o n , these systems.” with more than 14.5 million replacements annually. Many Windshields are not the only safety systems rely on cameras area vulnerable to damage that positioned behind the windshield could result in a costly repair or that require recalibration when replacement. Vehicles with ADAS the glass is replaced. In addition, may also have radar, camera and Table of Contents

NOVEMBER 2018

ultrasonic sensors located in or behind the front and rear bumpers or bodywork, as well as built into the side mirrors. While most drivers may never find themselves in a collision, these parts can easily be damaged when pulling out of a garage, hitting a mailbox or bumping into other objects. Many variables such as the vehicle make and model, the type and location of the sensor and where the work is performed can affect ADAS repair costs. AAA’s research determined the ranges listed below for typical ADAS repair expenses. Note that these numbers are for costs over and above the normal bodywork required following a collision. •

•

Front radar sensors used with automatic emergency braking and adaptive cruise control systems: $900 to $1,300 Rear radar sensors used with blind spot monitoring and rear cross traffic alert systems: $850 to $2,050 Front camera sensors used with automatic emergency braking, adaptive cruise control, lane departure warning and lane keeping systems (does not include the cost of a replacement windshield): $850 to $1,900 Front, side mirror or rear camera sensors used with around-view systems: $500 to $1,100 Front or rear ultrasonic sensors used with parking assist systems: $500 to $1,300

Once a driver finds that an ADAS has been damaged and requires repair, there are key factors to consider when selecting a repair facility. Simply replacing the sensors of driver assistance systems is relatively straightforward and can be performed by most mechanics. However, to restore the system to proper operation it must be calibrated, which requires special training, tools and information. Before having a vehicle repaired, AAA recommends that drivers verify whether the facility is able to properly repair and calibrate the damaged system(s), and request proof of the work once complete.

repair part types and costs, all replacement parts discussed are original equipment manufacturer (OEM) components charged at their suggested list prices.

To establish mechanical labor costs, a national average customerpay rate was determined based on data from National Auto Body Research as well as AAA Approved Auto Repair facilities and rounded to the nearest whole dollar amount. Labor rates used do not include state or local taxes, shop supplies fees or hazardous materials disposal charges. To establish repair times, data was obtained from CCC Estimating (Certified Collateral Corporation), As technology continues to Mitchell1 ProDemand, Safelite, Inc. evolve, drivers need to be better and Nissan, Ford and Toyota dealer educated and more aware of their repair facilities. Full methodology vehicle’s capabilities. This includes is available at newsroom.aaa.com. understanding how the vehicle systems work as well as how much As North America’s largest repairs may cost if damaged. AAA motoring and leisure travel recommends drivers review their organization, AAA provides more insurance policy regularly to than 59 million members with ensure they have the appropriate travel, insurance, financial and coverage to cover the cost of automotive-related services. Since repairs for any damage and that its founding in 1902, the not-fordeductibles are manageable to profit, fully tax-paying AAA has minimize out-of-pocket expenses. been a leader and advocate for the safety and security of all travelers. For this study, AAA evaluated Motorists can map a route, identify three top-selling models in gas prices, find discounts, book a popular categories. The vehicle hotel and access AAA roadside models were selected from AAA’s assistance with the AAA Mobile 2018 Your Driving Costs study app for iPhone, iPad and Android. and include a small sport utility Learn more at AAA.com/mobile. vehicle, a medium sedan and a AAA clubs can be visited on the full-size pickup truck. To establish Internet at AAA.com.

SPECIAL REPORT - IBM

IBM ROLLS OUT INDUSTRY’S FIRST CYBERSECURITY OPERATIONS CENTER ON WHEELS

EW YORK, Oct. 15, 2018 /PRNewswire/ -- IBM (NYSE: IBM) Security today announced the industry’s first mobile Security Operations Center, capable of traveling onsite for cybersecurity training, preparedness, and response. The IBM X-Force Command Cyber Tactical Operations Center (C-TOC) will travel around the U.S. and Europe, running incident response drills with clients, providing ondemand cybersecurity support, and building cybersecurity awareness and skills with

and The facility can be deployed in a variety of environments, with self-sustaining power, satellite The IBM X-Force C-TOC is a fully and cellular communications, operational Security Operations providing a sterile and resilient Center on wheels, modeled after network for investigation and Tactical Operations Centers used response as well as a state-of-theby the military and incident art platform for cybersecurity command posts used by first training. responders. Housed in a tractor cybersecurity trailer, the mobile facility Historically, provides a gesture-controlled teams have been focused cybersecurity “watch floor,” data on detection and protection center and conference facilities against cybersecurity incidents. that can accommodate two However, as the threat landscape evolved, organizations dozen operators, analysts and has incident command center staff. are now recognizing the need to plan and rehearse their response to security incidents as well. The 2018 Cost of a Data Breach Study1 found that companies that are able to respond to incidents effectively and remediate the event within 30 days can save over $1 million on the total cost of a data breach – yet less than 25% of professionals surveyed say their company has a coordinated incident response plan applied across the organization. professionals, consumers.

students

See Cypersecurity on Wheels Page 22 12

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OWN YOUR OWN INSURANCE AGENCY If you think it is not possible think again! Estrella Insurance would like you to join the Estrella Insurance family by becoming a franchise owner today. Estrella Insurance has been in the business of proudly serving customers with exceptional service and a professional atmosphere for over 40 years. This proven track record is a major asset for any franchise owner as Estrella Insuranceâ&#x20AC;&#x2122;s proven system allows franchisees to follow a successful plan with a high success rate. The thought of opening and operating an insurance agency may be daunting, but Estrella Insurance provides all the tools to ensure that franchisees will have a business that thrives. This is accomplished with low startup costs, support from our superior marketing campaign in both English and Spanish across all forms of media, a turnkey training program as well as continuing support and management evaluations, a strong relationship with many major insurance companies, and most importantly brand strength. Having the ability to harness the brand strength of Estrella Insurance will give you an advantage over unaffiliated businesses as most consumers believe that buying at a brand name store means they are receiving higher quality products and services. This branding will make it easier for a franchisee to compete with wellestablished, independent operators and other franchise chains. This brand power is what has allowed Estrella Insurance to open over 100 insurance agencies all across Florida, Arizona, California, and coming soon in Nevada and Texas. With this level of experience and success backing you, there is no telling how far you can go.

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NEWS - LLOYD’S OF LONDON

LLOYD’S OF LONDON: EMERGING ECONOMIES HAVE $160BN INSURANCE GAP An estimated $163bn of assets are underinsured in the world today, leaving an exposure gap that poses a significant threat to livelihoods and global prosperity, according to new research from Lloyd’s and the Centre for Economics and Business Research (CEBR).

values with a gap of $76bn. income countries, which account • Underinsurance gap has closed for almost all ($160bn) of the global by less than 3% over a period insurance protection gap. of six years. • Many of the countries with the The average insurance penetration lowest levels of insurance are rate (total insurance premiums as a among the most exposed to risks percentage of GDP) in developed such as climate change and are nations is twice as high as the the least able to fund recovery average in emerging, or lower efforts. Bangladesh, India, Vietnam,

Key findings •

•

Countries with the lowest levels of insurance are among the most exposed to climate change risks and least able to fund recovery. The average insurance penetration rate in developed markets is twice as high as in emerging countries. Bangladesh, India, Vietnam, Philippines, Indonesia, Egypt and Nigeria each has an insurance penetration rate of less than 1%. Indonesia has the second highest insurance gap relative to GDP (1.4%) equivalent to $15bn. China is the most underinsured country in absolute dollar The Underwriter’s Insider

Mr. Zalma recently published on Amazon.com with links at the Zalma Books site with the following volumes:

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NOVEMBER 2018

Philippines, Indonesia, Egypt and The impact of disasters can be Nigeria each has an insurance reduced by investing in greater penetration rate of less than 1%. resilience. A range of studies suggest that, on average, the The country with the highest benefits of resilience (broadly expected annual loss from natural defined) outweigh the costs disasters, Bangladesh, also has the fourfold (see UNISDR (2007), OECD largest insurance gap relative to (2015) and UK Government Office GDP (2.1%). Expressed in absolute for Science (2012)). dollar values this equates to an insurance gap of almost $6bn Lloyd’s today published a new in Bangladesh. Second highest report, produced in association is Indonesia at 1.4% of GDP, with the Centre for Global Disaster equivalent to an insurance gap of Protection, Risk Management $15bn. Solutions (RMS) and Vivid Economics, detailing four potential Countries with more wealth stand new financial instruments that to lose more in pure financial could be used to incentivise terms. China is the country with the investment in resilience. highest insurance gap expressed in dollar values ($76bn) due to the The report also underlines the size of its economy and the fact important role that risk financing that its insurance market is still can play by providing liquidity after developing. a disaster, protecting government balance sheets and buffering Global economic losses from taxpayers. The Indonesian natural disasters are substantial government, for example, is and growing with annual expected reportedly looking at disaster economic losses of $165bn, risk financing, with support from according to Lloyd’s City Risk Index. global reinsurers, following the They will continue to increase, recent devastating Sulawesi quake driven by greater wealth, hazard and tsunami. exposure and, for some events, climate change. More detail about the structure of these financial instruments is The underinsurance gap, however, provided below. is hardly closing. In 2012 Lloyd’s and CEBR revealed that $168bn in Bruce Carnegie-Brown, Chairman assets globally were underinsured. of Lloyd’s, said, “Insurance is a major This means the gap has closed by contributor to disaster recovery less than 3% over a period of six often providing the quickest years. financial crisis relief available. The terrible earthquake and tsunami NOVEMBER 2018

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disaster on the Indonesian island of Sulawesi underlines the important role that insurance can play by increasing financial liquidity in catastrophe affected areas. Innovative insurance solutions can provide governments with access to financial relief rapidly after a disaster strikes, easing the burden on them and tax payers. If insurance is not available catastrophes can have a much greater impact on economies and lives. “The insurance sector wants to work with government to help people understand the insurance products that are available and to provide improved access to those products. Together we can help tackle the crippling underinsurance crisis and give people in the world’s most exposed economies the security they so desperately need.” Daniel Stander, Global Managing Director, RMS, said, “Those who can’t afford the additional costs of building resiliently are even less likely to be able to afford to rebuild after a disaster. Being able to quantify accurately the benefits of investing in resilience is therefore fundamental. The four products have been designed with this in mind. The objective is twofold: to reduce the initial costs of building resiliently and to finance the residual risk. In this way the benefits of insurance can be enjoyed by those who need it most.”

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THE INSIDE TRACK - BREAKING NEWS Windows Update Halted

icrosoft had temporarily halted the rollout of the latest update of Windows 10 after users reported that their “My Documents” folder had been wiped out as the update installed. “We have paused the rollout of the Windows 10 October 2018 Update (version 1809) for all users as we investigate isolated reports of users missing some files after updating,” according to the company. If you are affected by the loss of data, it is best that you refrain from using the affected device until recovery efforts are applied. Update: On 10/10/18, Microsoft has rereleased the update after identifying and fixing the issue. The software company stated that support for repairing the software bug will be available to all affected users no cost. 16

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Facebook: Another Huge Data Breach

acebook reported in October that hackers had managed to steal detailed personal data on up to 50 million Facebook users - the largest data breach in the company’s history, using a flaw in Facebook’s code to gain access to user accounts.

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IRMI Conference Schedule For Feb. 25-27

nternational Risk Management Institute, Inc. (IRMI®), has opened registration for the 2019 IRMI Energy Risk & Insurance Conference (ERIC), to be held February 25–27, 2019, at the Royal Sonesta in Houston, Texas. ERIC is the place where insurance professionals and

NOVEMBER 2018

THE INSIDE TRACK - BREAKING NEWS risk managers can be at the forefront of emerging trends, participate in strategic conversations, visit with specialists about day-to-day realities, and build a network of experts to help secure success in their careers. The Conference will feature numerous concurrent sessions and moderated discussions on emerging risks and new developments in the risks to which energy companies are exposed, risk management tactics to deal with them, and insurance that can be used to cover them. To learn more or register, please visit https://www.irmi. com/conferences/energyrisk-insurance-conference/ or call (800) 827–4242.

Judge Reduces RoundUp Judgement On Appeal

an Francisco Superior Court Judge Suzanne Ramos Bolanos ruled for the defendant in a landmark case that originally resulted in a $289 million award to the plaintiff, a grounds keeper

NOVEMBER 2018

who used the herbicide routinely and died from NonHodgkins Lymphoma, recently determined to a possible result of exposure to RoundUp. While reducing the judgement to $78 million, the judge rejected the defendant’s argument that the jury had no basis to conclude that the chemical had caused the man’s cancer.

Mattis: Hurricane Damaged Fighters Look Fixable

hen Hurricane Michael churned through the Florida Panhandle in early October, it passed nearly directly overhead Tyndall Air Force Base, the home of a NORAD installation that included an undisclosed numberF-22Raptors,America’s latest, state-of-the-art fighter. Most were flyable, and were flown to other basis not on Table of Contents

the storm track, but many were not - in hangers awaiting servicing or repair. The F-22’s, with a cost of $339 million per aircraft, were housed in the sturdiest hangers available on the base, yet Hurricane Michael would not be denied and the structures were heavily damaged. First reports seemed to indicate that the ultra-expensive aircraft were destroyed along with the structure, but subsequent investigators have reported that the damage was not as serious as first thought. General Mattis has said that they are not certain that the aircraft can be repaired, but, “I’m not ready to say it can all be fixed. But our initial review was perhaps more positive than I anticipated ... in light of the amount of damage. Until we are able to get our maintenance professionals—and we have Lockheed Martin and Air Force engineers en route—until we are able to get them in there, tow those jets out and being able to give a good structural assessment it’s going to be hard to tell you what the damage might be..”

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NEWS

FLORIDA BASED BROWN & BROWN ENTERS INTO AGREEMENT TO ACQUIRE HAYS COMPANIES

AYTONA BEACH, Fla., Oct. 22, 2018 (GLOBE NEWSWIRE) -- J. Scott Penny, Chief Acquisitions Officer of Brown & Brown, Inc. (NYSE:BRO), and Jim Hays, on behalf of Hays Companies, announced on 10/22/18 that Brown & Brown, Inc. (Brown & Brown) has entered into an agreement to acquire the assets of the Hays Companies insurance operations. The transaction is expected to close in November 2018. Jim Hays formed the Hays Companies in 1994. Since formation, Jim, along with Mike Egan, Bill Mershon, Steve Lerum and many others, have successfully grown Hays Companies to number 22 on Business Insurance Magazine’s list of 100 largest U.S. brokers, with annualized revenue of approximately $200 million. Headquartered in Minneapolis, Hays Companies is comprised of over 700 risk management and employee benefits professionals in 32 locations across 21 states. The Hays Companies focuses on risk management, commercial insurance, employee benefits, consulting services, specialty programs and private client services.

region inside Brown & Brown Retail. The operations will continue to be led by Jim Hays, as Chief Executive Officer of the Hays Companies, and Mike Egan will continue to serve as President/COO. Following completion of the transaction, Jim will join Brown & Brown, Inc. as Vice Chairman and will serve on the board of directors, and Mike will become a Regional President of the Brown & Brown Retail Segment. Mike will continue reporting to Jim and Jim will report up to Powell Brown, Chief Executive Officer of Brown & Brown. Powell Brown stated, “For the past several years, Jim and I have gotten to know one another both professionally and personally. It became clear to me over that time that our organizations share a common sales, service, entrepreneurial and teammate focused culture which delivers results and that joining the Hays Companies team with Brown & Brown will be mutually beneficial to our collective clients, teammates and carrier partners. ”

Jim Hays stated, “After 24 years as an independent insurance broker, we feel the time is now to partner Hays Companies will operate as a with an industry leader who shares 18

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our cultural values. Brown & Brown has the same client focused attitude that our clients have come to expect from the Hays Companies team. This partnership enhances our ability to provide expanded solutions for our clients and new opportunities for our employees. Because the Hays Companies name, our executive group, and our account teams will not change, we expect a smooth transition. I am very excited about the future as a part of the Brown & Brown family.” Brown & Brown, Inc., through its subsidiaries, offers a broad range of insurance products and related services. Additionally, certain Brown & Brown subsidiaries offer a variety of risk management, third-party administration, and other services. Serving business, public entity, individual, trade and professional association clients nationwide, Brown & Brown is ranked by Business Insurance magazine as the United States’ sixth largest independent insurance intermediary. For more information on Brown & Brown, visit www.bbinsurance. com. Hays Companies’ current operations can be reviewed at www. hayscompanies.com. NOVEMBER 2018

NEWS

GEORGIA: INSURED LOSSES FROM HURRICANE MICHAEL NEARS $700M

tlanta -Insurance Commissioner Ralph Hudgens says reported insured losses from Hurricane Michael have climbed to more than $696 million, with insurers reporting approximately 68,000 claims filed so far.

by property and casualty insurance companies from damage to insured homes, vehicles, and businesses. Commissioner Hudgens pointed out that flood damage to vehicles are included in the reporting.

“My Department continues to have conversations with insurers to ensure a smooth claims process for the victims of Hurricane Michael,” Commissioner Hudgens said. The estimate is based on claims data reported to the Department

Susan Leigh Huebotter, 60,

Dept. of Insurance Consumer Claims Specialists assists residents of storm-damaged communities daily with claims issues and other insurance questions. If you have questions about a claim, or if there are difficulties reaching an insurance company, call our Consumer Hotline at 800-6562298.

PLEA IN CANCER INSURANCE FRAUD CASE LANDS N. CAROLINA WOMAN IN PRISON to false pretense Special agents charges stemming from arrested Huebotter an investigation by on March 22 in special agents by the Lenoir County. department’s Criminal According to arrest ALEIGH -- North Carolina Investigations Division. warrants, she made Insurance Commissioner Mike Causey today the false insurance announced that a Lenoir County Susan Leigh Huebotter, claims without woman who filed 287 fraudulent 60, of 912 Joshua Creek being diagnosed, cancer insurance claims was Road, Deep Run, was Susan Leigh Huebotter, 60 treated, or having sentenced to 44 to 65 months also ordered to pay surgery for cancer in prison after pleading guilty $231,306.25 in restitution to Aflac between 2009 and 2017. Insurance Co.

Judge orders restitution of more than $200,000

NOVEMBER 2018

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NEWS

REVEALED: THE FINANCIAL TERMS THAT LEAVE AMERICANS MOST BAFFLED 88%. Thereafter, 76% claim to be assured by what a ‘credit union’ is. In third position, 72% of Americans feel confident enough to know what ‘net worth’ represents.

Guest Contributor: The Knowledge Academy

Interested in the financial e can’t all be financial competency of everyday wizards, that is Americans, training and unfortunately and qualifications provider undoubtedly true. But as we TheKnowledgeAcademy.com navigate through different life stages, the • American public are most confident urgency to acknowledge (88%) about the meaning of a ‘savings and grasp what account’ numerous financial • Thereafter, Americans (76%) are assured terms mean becomes by the true connotation of a ‘credit union’ ever apparent when • Opposingly, the cryptocurrency ‘Bitcoin’ making tough financial is the financial term that the majority of decisions.

US citizens (52%) are uncertain about • Just 67% of Americans know what a ‘recession’ is, despite the fallout from the 2008 financial crisis causing a severe global economic downturn for several years • Shockingly, only 16% of Americans have a high level of financial literacy

Considering words and phrases in areas such as banking, investment, mortgages and savings are more than likely to feature a lot in an individual’s management of their personal finances – the hope would be for them to have a firm education of commonly used financial jargon. Unfortunately, this does not seem to be the case, as shockingly only 16% of Americans have a high level of financial literacy according to research by financial services organisation ‘TIAA: Investing, Advice, Retirement and Banking’. 20

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Interestingly, the main two aspects needed to work out someone’s ‘net worth’ – ‘assets’ (e.g. homes, cars, jewellery etc) minus ‘liabilities’ (e.g. credit card debt, cars loans, mortgages etc) – 70% of US citizens were equally confident about what is entailed within each of their true definitions.

Moreover, despite the fallout from the 2008 financial crisis causing a severe global economic downturn for several years, just 67% of analysed findings from YouGov, Americans are surprisingly sure who surveyed 1,135 American what a ‘recession’ really is in terms adults to see how confident they of an important stage in the are with the definitions of a range economic lifecycle. of financial words and phrases. On the other end of the scale, more The Knowledge Academy than half of Americans (52%) are found that ‘savings account’ is unconfident about what ‘Bitcoin’ the financial term that most Americans are confident about at See Financial Terms Page 45 Table of Contents

NOVEMBER 2018

FLA. INSURANCE COMMISSIONER DAVID ALTMAIER: AOB ABUSE CONTINUES TO THREATEN FLORIDIANS

ALLAHASSEE, Fla. – Today, Florida Insurance Commissioner David Altmaier issued the following statement in response to Chief Financial Officer (CFO) Jimmy Patronis calling for reforms to curb property insurance fraud.

more than ever, is the time for a solution to the abuse and fraud that continues to threaten the affordability of insurance in Florida.

claims associated with an AOB are 85 percent more expensive than claims without an AOB. The excessive litigation fueled by bad actors who abuse AOBs will only result in higher premiums The excessive litigation fueled for our consumers."

by bad actors who abuse AOBs will only result in higher premiums for our consumers.”

Insurance Commissioner David Altmaier stated: “I applaud CFO Patronis’ initiative in the "Not only have AOB-related fight against AOB abuse. Now, lawsuits skyrocketed, but the NOVEMBER 2018

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"AOB reform has remained a top priority for my office and we look forward to joining CFO Patronis in our fight to hold consumers harmless.” www/underwritersinsider.com

SPECIAL REPORT - IBM Continued From Page 12

IBM ROLLS OUT INDUSTRY’S FIRST CYBER SECURITY OPERATIONS CENTER ON WHEELS

major cybersecurity attacks, the C-TOC can help companies train their teams on techniques (both technical and crisis leadership) to respond to attacks while simulating real-world conditions of how hackers operate and key strategies to protect business brand and resources. Onsite Cybersecurity Support: IBM designed the C-TOC with the capabilities to deploy the mobile facility as a client-specific, ondemand Security Operation Center. One potential use-case being explored is supporting sporting events or other large gatherings where supplemental cybersecurity resources may be needed.

Education and Awareness: When the C-TOC is in between IBM client engagements, it will travel to immerse people in one of the most realistic cybersecurity experience in the industry – Response Training and visiting local universities and Preparedness: With an increasing industry events, and even focus on improving incident reaching primary school children response in the aftermath of with awareness efforts to build The IBM C-TOC will begin its journey travelling around the U.S. and Europe, with multiple purposes:

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interest in cybersecurity careers and help address the growing workforce shortage. “Experiencing a major cyberattack is one of the worst crisis a company can face, and the leadership, skills and coordination required is not something you want to test out for the first time when you’re facing a real attack,” said Caleb Barlow, Vice President of Threat Intelligence, IBM Security. “Having a mobile facility that allows us to bring realistic cyberattack preparation and rehearsal to a larger, global audience will be a game changer in our mission to improve incident response efforts for organizations around the world.” Demand for Cybersecurity Preparation and Response Grows IBM Security has identified incident response and preparedness as an underserved segment of the $114 billion cybersecurity market.2 In 2016, IBM invested $200 million in new incident response facilities, services and software, including the industry’s first Cyber Range for the commercial sector. Since then, IBM has taken more than 2,000 people through its immersive cybersecurity preparedness training in its facility in Cambridge, MA. With the launch of the X-Force C-TOC, this training is being taken directly to clients as well as an NOVEMBER 2018

of a real-world attacker, learning the ways bad guys break into networks by watching an expert and getting hands-on experience with a malicious toolset.

expanded mission to provide onsite preparedness and the potential for supplemental cybersecurity services.

Cyber War Game: In this handson scenario, participants will uncover a cyber-attack lead by a cybercrime gang targeting a fictitious corporation. Operating on the C-TOC’s simulated corporate network, participants will use technical tools to identify the threats and shut them down, while also building a response in the Cambridge Cyber Range. plan and developing leadership It will also enable companies and crisis management skills. to participate in an immersive, gamified cyberattack which Supplemental allows teams to test incident Cybersecurity Operations response plans under a realistic, high pressure simulation. IBM also designed the C-TOC to Some examples of these attack have the potential to supplement onsite support for clients at scenarios include: times when their cybersecurity Ox Response Challenge: This needs may surge. Cybercriminals challenge is designed for the are constantly on the lookout for executive team to immerse a major events and moments in wide variety of stakeholders time to help launch their attacks, in a realistic “fusion team” taking advantage of increased environment in which players interest, cashflow and internet must figure out how to respond activities to get higher returns to a cyberattack as a team, on their malicious activities.

To create this Cyber Range experience and the C-TOC, IBM consulted with dozens of experts from different industries, from emergency medical responders to active duty military officers. Along with IBM’s own cybersecurity expertise, the C-TOC experiences train teams on the essentials of leadership in crisis – from moving out of the organizations day to day structure and into an incident command hierarchy to thinking across dimensions such as a step ahead to anticipate the technical, legal, public relations next moves of an attacker. and communications. The C-TOC training includes a “Cyber Best Practices Laboratory” with real world examples based on experiences with customers NOVEMBER 2018

OpRed Escape: Get into the mind of a cybercriminal and learn to think like a hacker; this exercise puts participants into the “seat” Table of Contents

Cybersecurity at largescale events is increasingly being considered alongside emergency services response

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ANALYSIS

3 COMMUNICATIONS BASICS THAT BUILD CONFIDENCE Easy tips to feel more resilient and controlled— or, at least, exude the image that you are By Merilee Kern, MBA

ommunication is ingrained in every facet of life, yet many struggle with fear, insecurity and general ineffectiveness when they find themselves eye to eye with someone to present ideas, address complicated situations, express feelings, negotiate or just “sell them self”—all whether in a personal or professional context. According to Megan Rokosh, a global business communications expert with over 12 years’ of

agency public relations, media c o n f i d e n c e - b u i l d i n g and creative strategy experience, communications requisites: “Some people are paralyzed with fear at the very thought of taking 1. Craft situation an idea and communicating it, diffusion dialogue. both in the workplace and in Create an assortment of “go-to” their everyday life. However, statements you can have at-theconfidence can ready to handle be significantly If you’re awkward or hard bolstered by nervous situations and heeding even a few moments. These simple strategies— and kicking off a are assertions some basic meeting, tell your and declarations fundamentals that you know and essentials— audience to “be work well and that can improve gentle with you” and that you can one’s poise and whip out quickly s e l f - a s s u ra n ce. . . have a quick laugh to when needed. For and results of the loosen everyone—and example, if you endeavor at hand.” yourself--up. Self- are late to a social outing, rehearse Here are three effacing humor can saying “I’m so sorry of Rokosh’s be a powerful tool.” I kept you waiting,

bout the author: Branding, business and entrepreneurship success pundit, Merilee Kern, MBA, is an influential media voice and lauded communications strategist. As the Executive Editor and Producer of “The Luxe List International News Syndicate,” she’s a revered brand and consumer product trends voice of authority who spotlights noteworthy marketplace change makers, movers and shakers. Merilee may be reached online at www.TheLuxeList.com. Follow her on Twitter here: http://twitter.com/LuxeListEditor and Facebook here: www. Facebook.com/TheLuxeList

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Creative Commons 3 - CC BY-SA 3.0 Alpha Stock Images - http://alphastockimages.com/

my rule is when I’m late, all the drinks are on me.” Or, when you’re at a loss for words, you can assert, “I could have sworn that I packed my tongue today” and lighten the moment. Having such short statements up your proverbial sleeve helps to avoid stumbling your way through awkward moments.

2. Give in to vulnerability. Vulnerability often equals likability and they are indelibly connected—so use that truth to your benefit! There’s not much more off-putting than arrogance, and seeming vulnerable can make you more relatable. If you’re nervous and kicking off a meeting, tell your audience to “be gentle with you” and have a quick laugh to loosen everyone—and yourself--up. Self-effacing humor can be a powerful tool. Or, if you’re having a difficult time understanding something, you can say, “I’m so sorry if I’m holding us up here, but would you mind explaining one more time?” Your contrition will surely endear.

3. Address adversities head on. You will undoubtedly face times at work and at home that require you to address something difficult. Although challenging and scary, the situation usually must to be addressed to be effectively resolved. Great leaders always speak up and you NOVEMBER 2018

should, too! Make clear from the beginning that you intend to hear and consider the other person’s side, stating something like, “Your perspective is valid and really want to hear what you have to say, but first, please allow me to share my thoughts....” followed by a the suitable words. This will give you the floor, hopefully uninterrupted, since the other party has been given the assurance they’ll have a chance to present their side as well. As goes without saying, this discourse should be in person versus via text or email whenever that’s a possibility. There are times when a call or in-person meeting is just the right thing to do and where words, inflections and expressions if face-to-face will be far more impactful and meaningful.

Rokosh also reminds us that the world’s best communicators are trained. “It’s very that an incredible communicator hasn’t put in extensive work toward their oration skills so they can speak eloquently, pause in powerful silence when appropriate, address very difficult media questions, etc.,” she notes. “It’s important to remember that, while some people are inherently talented communicators, for many (if not most) becoming a confident communicator requires learned skills. It’s one simple strategy like those above built upon each other, and proactively putting them to use, that will get you where you want and need to be.”

See 3 Communication Basics Pg 30

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“The Final Authority on Everything!” WARNING!

The Advisor has been known to be politically incorrect and may send certain Millennials scurrying to their safe space. Please read at your own risk.

Illegal Aliens Encouraged By Democrats?

am not all that politically savvy, but we have a question by the whole office that we’ve been arguing about for weeks. It seems that the 2 major political parties in this country come down on opposite side of the illegal immigration issue. The Republicans want a wall, strong borders, and enforcement of our immigration laws. The Democrats want open borders, sanctuary cities, abolishing ICE and seem to welcome the coming caravan of migrants approaching our southern border. It seems like protecting our borders and enforcing 26

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ADVISOR

our immigration laws would be a non-partisan issue and none of us can understand why the Democrats hold the positions they take. - G.S. Dallas, TX Thanks for your question G.S. and I hope my response does not appear cynical. Like they frequently do, Democrats and liberals in general tend to hide their true motives. While proclaiming their compassion for the illegals and their concern for women and children, the real reason is uber-obvious. It’s all about

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political power. 90% of illegal aliens tend to vote Democrat (it’s hard to vote against Santa Clause) once they gain citizenship yet will influence politics in a liberal direction immediately upon crossing the border. Not only will they have a loud voice, but the size of a state’s delegation to the U.S. House of Representatives depends on that state’s total population as districts are reapportioned based on changing populations. And it doesn’t matter if that population is heavily weighted with illegal immigrants.

NOVEMBER 2018

What the Democrats seek is a permanent voting majority by opening the floodgates to immigrants at the border - and they don’t mind calling anyone opposed to their plans a racist, a white nationalist, or a xenophobe.

The Cost of Illegal Immigration

displacing the poorest of American-born workers. Then there are the criminals and MS-13 gang members wishing to prey on U.S. citizens as well as rampant sex-trafficing and massive movements of drugs across the border. All of these activities are linked

to an open border and the failure to enforce our existing immigration laws. Democrats, immersed as they are in “resist and obstruct,” seem to care little about the future of their country and simply refuse a rational conversation on immigration policy.

According to The Center For Immigration Studies, “each illegal alien costs [ the American taxpayer] nearly $70,000 during their lifetime.” In addition, recent immigrants tend to take the lowest paying jobs, often NOVEMBER 2018

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LOCKHEED MARTIN REVEALS NEW HUMAN LUNAR LANDER CONCEPT Reusable lander could take astronauts from the lunar Gateway to the surface of the Moon and advance technology needed to explore Mars

ENVER, Oct. 3, 2018 / PRNewswire/ -- Today, at the International Astronautical Congress (IAC) in Bremen, Germany, Lockheed Martin (NYSE: LMT) experts revealed the company's crewed lunar lander concept and showed how the reusable lander aligns with NASA's lunar Gateway and future Mars missions.

president and general manager of Commercial Civil Space at Lockheed Martin Space. “This is a concept that takes full advantage of both the Gateway and existing technologies to create a versatile, powerful lander that can be built quickly and affordably. This lander could be used to establish a surface base, deliver scientific or commercial cargo, and conduct The crewed lunar lander is a single extraordinary exploration of the stage, fully reusable system Moon.” that incorporates flight-proven technologies and systems from The unique orbit of the lunar NASA’s Orion spacecraft. In its Gateway provides global lunar initial configuration, the lander access for a lander. Having the would accommodate a crew ability to visit multiple sites of four and 2,000 lbs. of cargo with a reusable lander supports payload on the surface for up to many international, commercial, two weeks before returning to and scientific communities, in the Gateway without refueling addition to NASA’s sustainable on the surface. exploration of the Moon. After a surface mission, it would return “NASA asked industry for to the Gateway, where it can be innovative and new approaches refueled, serviced, and then kept to advance America’s goal in orbit until the next surface of returning humans to the sortie mission. Moon, and establishing a sustainable, enduring presence “The Gateway is key to full, there,” said Lisa Callahan, vice frequent and fast reusability

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NOVEMBER 2018

of this lander,” said Tim Cichan, space exploration architect at Lockheed Martin Space, who presented the lander concept at IAC. “Because this lander doesn’t have to endure the The investments made in technology developed for Orion can be re-used to reduce the cost, complexity and development timeline. Some of the humanrated, flight-proven systems used in the design include avionics, life support, communications and navigation systems, and a light-weight version of its crew module pressure vessel. Reusable landers are enabled by the lunar Gateway and are important for sustainable exploration. Additionally, landed human lunar missions and a lunar orbiting outpost are valuable to prepare for sending humans to Mars. While the Moon doesn’t have an atmosphere, there are still many lessons that apply to a future crewed Mars lander, such as: operations experience in a challenging and dynamic environment, operating and refueling out of orbit, long-duration cryogenic propulsion, and terminal descent navigation, guidance and control. Watch a cool concept video HERE NOVEMBER 2018

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ANALYSIS - AAA Continued From Page 25

pundit, Merilee Kern, MBA, is an influential media voice THREE and lauded communications As the Executive Editor COMMUNICATIONS strategist. and Producer of “The Luxe List BASICS THAT BUILD International News Syndicate,” she’s a revered trends expert and CONFIDENCE travel industry voice of authority who spotlights noteworthy marketplace change makers, movers and shakers. Merilee As an advice-doling expert, may be reached online at www. Rokosh doesn’t just talk the TheLuxeList.com. Follow her on talk, she walks the walk. Twitter here: http://twitter.com/ Having worked with many high LuxeListEditor and Facebook profile global organizations here: www.Facebook.com/ and consulted with C-suite TheLuxeList. executives from nearly every industry, she’s created hugely successful platforms founded on effective communications. This includes working directly with top-tier media like Forbes, Wall Street Journal, Fast Company, Ad Age, Adweek and scores more. Rokosh was even invited to partake in the elite “Business of Media, Entertainment and Sports” program at Harvard.

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So, if effectively communicating is an area of insecurity for you, if you find yourself being held back by the fear, or if you just want to amp up your existing communications prowess, try Rokosh’s three easy tips above to feel more resilient and controlled—or, at least, exude the image that you are.

HERE

Branding, business and entrepreneurship success 30

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POLICY PURCHASED 45 MINUTES AFTER CRASH CHARGES FILED

LYMPIA, Wash. – Alexandria Villanueva 23, of Vancouver, was charged in Clark County Superior Court with one count each of filing a false insurance claim and first-degree attempted theft. The charges were filed by Insurance Commissioner Mike Kreidler’s Criminal Investigations Unit (CIU). According to the investigation, Villanueva rear-ended another driver in December 2016. After the collision, she texted the other driver a photo of her GEICO insurance card. Both vehicles were damaged in the collision and both drivers filed claims with GEICO. GEICO’s records show her policy was purchased 45 minutes after the collision occurred. Villanueva’s 2001 Kia Rio was a total loss and the other driver’s 2015 Subaru Outback sustained more than $6,700 in damage. NOVEMBER 2018

ANALYSIS - AAA Continued From Page 8

AUTO INSURERS EARN HIGH MARKS FOR CUSTOMER SATISFACTION IN CLAIMS â&#x20AC;˘ Mobile app usage can be a double-edged sword: The use of mobile apps in the estimation process, which allows claimants to submit photos or videos of their damaged vehicle directly to their insurer, is growing in popularity, with 42% of claimants using the technology. When insurers use those photos or videos, overall satisfaction surges to 871. However, when they do not use the photos or videos and still need to send an adjuster, overall satisfaction falls 29 points to 842. Currently, insurers rely on claimant-submitted photos and videos 53% of the time they are submitted.

Mutual (887) ranks second and Auto-Owners Insurance (882) ranks third. The 2018 U.S. Auto Claims Satisfaction Study is based on responses from 10,896 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from November 2017 through August 2018. For more information about the U.S. Auto Claims Satisfaction Study, visit HERE.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, Insurer Rankings and is led by its four founders: Erie Insurance ranks highest in Athene Li, Joseph Pacini, overall customer satisfaction Murphy Qiao and Carsten Geyer. with a score of 891. Amica NOVEMBER 2018

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NOTABLE QUOTABLES IN THE NEWS WITH COMMENTARY

Liberal Georgetown Prof’s Filthy Rant

ook at thus (sic) chorus of entitled white men justifying a serial rapist’s arrogated entitlement. All of them deserve miserable deaths while feminists laugh as they take their last gasps. Bonus: we castrate their corpses and feed them to swine? Yes.”

New Jersey Democratic Senator Cory Booker actually stating in a press conference in October that Brett Kavanaugh should not be confirmed to the Supreme Court and it has little or nothing to do with whether he is “innocent or guilty.” The mere, uncorroborated allegation, in Booker’s opinion, should be sufficient to ruin this good man’s life and torpedo his nomination to the Sen. Corey Booker (D-NJ) SCOTUS.

Displaying a lack of class and intellect that should give Political Correctness: any parent paying Almost Nobody Likes It... the $48,611 annual tuition mong the general population, at Georgetown a full 80 percent believe that pause, radical-left “political correctness is a problem Foul, angry liberal Dr. Carol Fair professor Dr. Carol Fair made a fool of herself in her commentary in our country.” Even young people are on the U.S. Senate as the reviewed the SCOTUS uncomfortable with it, including 74 percent ages 24 to 29, and 79 percent under age nomination of Brett Kavanaugh. 24. On this particular issue, the woke are in a clear minority across all ages… Whites Guilt or Innocence Doesn’t Matter are ever so slightly less likely than average to believe that political correctness is a ltimately, not whether he’s problem in the country: 79 percent of them innocent or guilty, this is share this sentiment. Instead, it is Asians not a trial. But ultimately have (82 percent), Hispanics (87 percent), and enough questions been raised that we American Indians (88 percent) who are should not move on to another candidate most likely to oppose political correctness.” ... [T]he people who are on the Supreme Court should preserve the integrity of the From a surprising new study by Stephen court and be beyond the reproach of these Hawkins, Daniel Yudkin, Miriam Juan-Torres difficult partisan times.” and Tim Dixon, titled Hidden Tribes: A Study

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NOVEMBER 2018

Corey Booker Image: CR: DonkeyHotey Attribution-ShareAlike 2.0 Generic (CC BY-SA 2.0)

SAY WHAT?

of America’s Polarized Landscape. It turns out that the only folks that seem to like PC are rich, white, far-left progressives. So much for the narrative that PC somehow protects people of color and other minorities...

University of Southern Maine President Glenn Cummings in a statement after learning that the professor had given a 1-credit-hour bonus to any student who would participate in a unauthorized trip to Washington to protest Sen. Susan Collins (who voted yes on the Kavanaugh nomination). The university Just Prior To The Bone Saw... said they would not be honoring the 1-credit bonus that Feiner had offered to advance he Arab world needs a her own ideology. Noteworthy: Rarely does modern version of the old academia punish it’s own for being too transnational media so citizens liberal. can be informed about global events. More important, we need to provide a platform Death of the Underwriter? for Arab voices.”

Say It Ain’t So!

Saudi journalist Jamal Khashoggi, Washington Post journalist in his last nsurance claims and policy submission before his disappearance and processing clerk, insurance apparent torture and murder at the hands of appraiser for auto damage and the Saudis in the Saudi embassy in Istanbul, insurance sales agent are three additional Turkey. occupations in the insurance industry that are highly vulnerable to automation. Both insurance claims and policy processing Crazed Liberal Professor clerks and insurance appraisers for auto Barred From Teaching In Maine damage face a 98% chance of automation, and there is a 92% that the role of insurance e are embarrassed by and sales agent will be automated. One [other] apologize for the rogue such job is insurance underwriter, which behavior of has a 99% chance of automation” a former colleague. In response to her From an article in Property Casualty inappropriate actions, Dr. 360 on October 26th by Denny Jacob Susan Feiner has been reporting on insurance industry notified that she is now jobs that are at risk for takeover by barred from teaching at automation. He states that “While the University of Southern the insurance industry is often slow to Maine, a prohibition that adapt to change, it readily embraced will be upheld by the other technology to a high degree. Now, campuses of the University many other jobs in the industry are of Maine system as well.” at risk as a result.”

Fired Professor Dr, Susan Fiener

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BACK ISSUES

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BACK ISSUES

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INSURANCE AND THE LAW Continued From Page 7

anywhere.

ZALMA

When, as here, the casespecific facts and attendant circumstances show independent acts or omissions of negligence involve the police (recognizing that that are separate, distinct and an off duty police officer worked independent from the sale or at Secrets) to prevent patrons service of alcohol, Ohio Courts who are known have permitted to be noticeably law What caused common intoxicated from negligence actions him to drive to be maintained driving, or to, at a minimum, provide on the wrong side against the them with a ride or of the road and hit establishment. call them a taxi. Secrets breached its common law duty of reasonable or due care. The trial Court further held that Secrets’ negligent acts and omissions are a proximate cause of Desiree Snyder’s conscious pain and suffering and wrongful death.

the decedent head on was due to his intoxication. The court should have considered reality rather than the limitations on the analysis caused by the plaintiffs’

Vargas was more than merely intoxicated. He was over three times the legal limit, had just criminally assaulted a dancer and was, contrary to Secrets’ own rules, trying to use a credit card that was clearly not his own.

Secrets’ negligence claims in this case are separate, distinct and independent from any statutory claim involving or arising from its sale or service of alcohol. While Mesa may disagree with the State Court’s determination that Secrets is liable for common law negligence-separate, distinct and independent from anything having to do with the sale or service of alcohol-the doctrine of collateral estoppel precludes Mesa from attempting to relitigate Secrets’ liability in the Sixth Circuit Court of Appeal.

indemnify Secret’s. Regarding Mesa’s duty to defend, the district court concluded that because the Snyders’ common-law negligence claims were not “indisputably outside the contracted policy coverage” and could arguably have been covered under the Policy, Mesa’s duty to defend was triggered. When, as here, the case-specific facts and attendant circumstances show independent acts or omissions of negligence that are separate, distinct and independent from the sale or service of alcohol, Ohio Courts have permitted common law negligence actions See ZALMA Page 39

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Had Secrets notified Officer Butler (who was on scene) of Vargas’ The district court determined extremely intoxicated condition, that under the insurance-policy Vargas wouldn’t have driven language Mesa had a duty to 36

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NOVEMBER 2018

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TECHNOLOGY Continued From Page 5

KIM KOMANDO 2. Wipe data from your printer I know what you’re thinking: You’ve got to be kidding me! What could my printer possibly be storing? Does a printer even have a hard drive? The truth is, you can probably sell or give away your printer and no harm will befall you. Printers don’t usually store much information, and most of this is erased the moment you switch it off. But some all-in-one printers do preserve a small amount of data, and if you have tax forms or recent banking documents stored in that device, you can bet a hacker wants it.

computer, and that is absolutely true. Whether you’re selling it on Craigslist or donating it to Goodwill, you’re wise to delete everything from your retired machine.

accumulate a lot of junk that we don’t really need, and these can weigh down your system’s performance.

You can also save your photos and videos to a cloud service, But what if you’re recycling which will free up gigabyte after your computer? For hands-on gigabyte of hard drive space. machinists with some power Cloud services are handy and tools, this is your chance to affordable, and you can save of high-volume literally take your computer thousands files on the internet. When you apart. Do what you will with its eventually decide to invest in a components. new computer, you can easily Dissect the hard drive, drill holes fetch those photos later on. in it, or smash it up with hammers. That will destroy the data for But that’s not all. You can also good. Do take safety precautions. defragment, eliminate malware, and even reinstall Windows. Click here for three ways to Click here for details on how to destroy an old hard drive. make your old PC run faster.

4. Make an old PC run faster

Some people like to buy a used desktop or laptop because they don’t need the latest bells and whistles. A word processor, a To be on the safe side, do a “hard trustworthy browser and a decent reset.” Printers are a wide-ranging music library are pretty much all appliance, and each one works they want. a little differently. I’ve got you covered though. But computers slow down over

5. Hack your Wi-Fi passwords When your router is first set up, your installer usually hands you some outrageously complicated password. The letter and numbers are randomly assigned and follow no pattern. Unless you have a photographic memory, you’ll probably never remember it.

time, especially when they age a few years. So what happens when So what happens when your Wiyou have an older PC and you Fi cuts out, and you completely want to speed up its operations? forget where you put that darn password? Unless it’s printed 3. Destroy your hard drive Some techniques are actually on the back of the router itself (literally) pretty simple, especially for (as many are), you will never You’ve probably heard that Windows-based PCs. Start by remember the exact combination you should erase your hard deleting the files and programs drive before unloading your you never use. We tend to See Komando Page 44 Click here for details on how to wipe your printer.

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NOVEMBER 2018

INSURANCE & THE LAW Continued From Page 36

Secrets’ Counsel regarding the fact that allegations of common-law negligenceseparate and distinct from causing or contributing to Mr. Vargas’s intoxication or the sale or service of alcohol-were being to be maintained against the asserted.” establishment. Although Mesa insists that Under Ohio law, an insurer’s Secret’s liability is premised on duty to defend arises when a “contributing to the intoxication complaint alleges claims that of Vargas,” this is contrary to arguably could be covered under the state court’s decision and the insurance policy. An insurer analysis. Because Mesa presents has an absolute duty to defend no argument undermining the an action when the complaint district court’s analysis of the contains an allegation in any one policy language, the district of its claims that could arguably court’s determination that Mesa be covered by the insurance has a duty to indemnify Secrets policy, even in part and even if was affirmed. the allegations are groundless, false, or fraudulent. Mesa does ZALMA OPINION not contend that there is no coverage under the policy’s The plaintiffs’ lawyers were statement of coverage; rather, it brilliant when faced with argues that coverage is excluded judgment proof defendants to withdraw the dram shop cause of by the liquor liability exclusion. action and limit their allegations The district court correctly noted to common law negligence to that the Snyders’ allegations dip into the assets of the insurer, “contemplate action or inaction Mesa. To me, had Vargas been on the part of Secrets’ employees stone cold sober, a boor, and which would arguably amount a licensed driver the accident to negligence whether or would not have happened. not Mr. Vargas was sold or What caused him to drive on the consumed any alcohol at wrong side of the road and hit Secrets.” And, as the district the decedent head on was due court observed, “even if [Mesa’s] to his intoxication. The court initial review of the Complaint should have considered reality did not convince Mesa of its rather than the limitations duty to defend Secrets, Mesa on the analysis caused by the was contacted repeatedly by plaintiffs’ lawyers.

ZALMA

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SPECIAL REPORT - IBM Continued From Page 23

IBM ROLLS OUT INDUSTRY’S FIRST CYBER SECURITY OPERATIONS CENTER ON WHEELS and public safety. For these events, IBM can bring the C-TOC onsite to help not only with preparation, but to provide an

isolated network, cybersecurity watch floor and incident command infrastructure.

at Rochester Institute of Technology November 2 - 4, and it will also be available for events that IBM hosts to drive interest in cybersecurity and STEM Skills and Awareness careers, such as IBM Cyber Day The cybersecurity workforce for Girls. The C-TOC can also help shortage is a major hurdle improve and expand skillsets plaguing the industry, with within the current cybersecurity an anticipated shortfall of workforce, through onsite nearly 2 million cybersecurity training and hands on skills professionals by 2022.3 Building development with cybersecurity awareness about security careers teams on critical skillsets to help among younger generations, as them keep up with the latest well as helping upskill current cyberthreats. professionals in cybersecurity, are two ways IBM Security hopes to help address the skills C-TOC to Tour U.S. and Europe shortage. The C-TOC will begin its tour When not working with clients, in the U.S., travelling to client the C-TOC will travel to academic sites, schools and government institutions, industry and facilities. community events for training and awareness activities. For On October 18, the C-TOC will instance, the C-TOC will travel be based at the National Mall to the National Collegiate in Washington, D.C. providing Pentesting Competition hosted cybersecurity awareness training to congressional staff and other public officials. The C-TOC will travel to Europe in January, visiting clients and events in multiple countries throughout 2019. IBM will evaluate opportunities for additional mobile security operation centers and use-cases based on feedback and demand. To learn more about IBM’s C-TOC and Cyber Range, go to http:// ibm.com/xforcectoc.

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NOVEMBER 2018

NEWS

TEXAS FINES HUMANA OVER NETWORK ADEQUACY

he Texas Department of Insurance today fined Humana $700,000 for putting consumers at risk of paying higher bills because of an inadequate number of anesthesiologists in Harris, Bexar, and Travis counties. The problem meant consumers couldn’t get in-network anesthesia services at more than 20 hospitals and surgical centers in three of the state’s largest metro areas. TDI first contacted Humana in August after learning several of its network contracts for anesthesiology services had been canceled. After meeting with the agency, the health plan agreed to immediate corrective actions and to reprocess bills so consumers didn’t face higher costs due to inadequate networks. Today, Insurance Commissioner Kent Sullivan signed consent orders outlining all the corrective actions and the fines. “Protecting consumers from balance bills was a priority in this case, and we’ve done that,” Sullivan said. “Humana has agreed to process these as innetwork claims. Not one Humana NOVEMBER 2018

Humana is the fourth largest health insurance writer and ninth largest HMO in the state.

Why it matters

Texas Insurance Commissioner Kent Sullivan

consumer will pay extra because of this network issue.” Health plans operating in Texas must file annual network adequacy reports with TDI and must notify the agency and consumers of any gaps in the network. Humana submitted reports to TDI that included providers no longer in its networks and did not adequately or timely disclose the issue to the agency or consumers. “Texas has strict network adequacy standards, and we’re going to hold insurers accountable for meeting them,” Sullivan said. Table of Contents

Inadequate provider networks put consumers at risk of receiving balance bills for the difference between what a doctor charged and a health plan paid. Consumers getting services from in-network providers are protected from balance bills, and their copays and coinsurance amounts are based on the health plan’s contracted rate with the doctor.

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SPECIAL REPORT

HOW (AND WHY) TO WRITE A PRESS RELEASE By Ron Manera, Senior Editor

he most overlooked source of free promotion for small to medium-sized companies? Press Releases. Those little info blurbs that strengthen your brand and inform your market can be powerful tools if employed effectively. With a press release, your company can inform the world of a new hire, promotions, a key person retiring, a new product, a merger or acquisition, a new office or a thousand other events positive and timely. But even more important: Getting your company name out in front of tens of thousands of your prospects and customers, (even competitors) often, and at little or no cost. As an editor of a couple of insurance industry specific journals, I am on the receiving end of dozens of press releases daily - all wishing a free ride in one of my next issues. I welcome press releases because they often provide valuable content to my readers. Because of space and relevancy limitations, I can’t run them all. As a matter of fact, only a small percentage of the PRs I review

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make it into the magazines. How do I decide what to run? I look first for relevancy. Is the information in the press release something likely to be interesting or valuable to my subscribers? I can discard 80% of the PRs I review simply because the content is not focused on my audience. Next, I look for length, style and format. Will the original PR take up two pages requiring radical editing for size? Can I easily move the content into my publication without extensive reformatting? Are there bulleted paragraphs or multiple hyperlinks to contend with? I look for a news-style press release. When I receive a PR that is 80% promotional and 20% news, I’m likely to pass it up. I don’t charge for news - I do charge for advertising.

Up The Odds Your Press Release Will Be Printed And Effective

suspect most editors rely on criteria much like mine when reviewing incoming press releases for publication. Table of Contents

Here are eight tips to increase your odds of actually making it to the show: 1. Give me a compelling headline! Hint: Write your headline last after you review your entire PR. A good headline will not only get my attention, but that of my readers. 2. Don’t open with “ABC Company announced today...” because the PR may not appear for another 30 days. Include the actual date. 3. Keep your copy succinct! 375-450 words max. That’s an entire page, so you have plenty of room to cover your subject. I’m not going to give you more space - so if you run long, you are asking me to trim your copy and you may not like what I remove. 4. Learn to write like a journalist: Who, What, When, Why & Where. List those 5 categories out on a worksheet and work from it as you script your PR. To the ultimate reader, it should not read as if it were written by your marketing department but as if we sent a reporter out to cover your news story. NOVEMBER 2018

Image Credit: Creative Commons

While larger operations use paid services like Businesswire, PRweb, PRNewsire and others to distribute their press releases, smaller companies can maintain a list of media outlets that make more sense for their target market. I review PRs from the big distribution houses all the time - but I am more likely to notice one emailed directly to me.

from a company officer. I 5. Important! Don’t often include company make your PR into an logos when they are made advertisement. First, it will available. lesson the chance I include 8. About (Your Company) your piece, (remember, I It’s good to include a short charge for advertising) but “About ABC Company” at just as important, it will lack the end of your PR. Keep it credibility to the readers if it short and within the word just looks like a puff piece. limit for the entire piece. It’s okay to sound enthused Include contact info for about the topic and your “further information.” company, but the ideal PR 9. Make certain to place a will look as if your company copy of each PR on your made the news because of company website under some newsworthy event. your NEWS tab. The practice 6. Give me at least one quote, will make your site more e.g. “Frank’s extensive relevant to search engines experience in restaurant and more valuable to risks will bring a new depth visitors. to our commercial insurance department,” said John ow that you’ve created Smith, CEO... the perfect press 7. If appropriate, include release, where should an image, especially if you send it? the PR involves personnel or a mention or quote

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In the insurance business, include every trade journal that covers your region. If you are introducing a new restaurant program, for example, you may wish to include some of the trade journals in that industry. If you are a local retail agent, by all means include local print media, especially neighborhood newsletters or city-wide newspapers. Build your list in a spreadsheet database so you can one-click mail-merge a personalized copy to each media outlet. Make it a habit! Find the best copywriter in your office and assign them the task of churning out one press release each month. You’ll be building your brand and status within your industry. Where to send at TUI? Send directly to me, Ron Manera at ron@insurmedia.com.

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TECHNOLOGY Continued From Page 38

5 COMPUTER HACKS OF THE PROS

of letters and digits. Now what? A surefire trick is to reset the router to factory settings. Usually, you can find a small pinhole on the device, and you’ll need to use something small and skinny (like a paperclip) to press the button inside for 15 seconds. This will erase all the information, including the password and the router’s history with your computer. From there, you’ll have to set up the router like it’s a brand new device. That might take some work, especially if you’re not sure how to set up your router from scratch. If you’re more familiar with coding, you can consult your hard drive for the missing Wi-Fi password.

Click here for details, as well as a retrieval guide using Reaver. What questions do you have for me that I can answer? Call my national radio show and click here to find it on your local radio station. You can listen to the Kim Komando Show on your phone, tablet or computer. From buying advice to digital life issues, click here for my free podcasts.

More from Komando.com: 5 ways to test your computer’s security How to fix it when sites show you the wrong ads and recommendations Expert’s guide: How to save money on everything you buy online

Learn about all the latest technology on the Kim Komando Show, the nation’s largest weekend radio talk show. Kim takes calls It may sound like cloak and and dispenses advice on dagger, but it’s a straightforward today’s digital lifestyle, from process. On Windows, you can smartphones and tablets open a command window and to online privacy and data use a simple code to retrieve hacks. For her daily tips, free any saved password. On a Mac, newsletters and more, visit you’ll find the similar “Terminal” her website at Komando.com

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NEWS

REVEALED: THE FINANCIAL TERMS THAT LEAVE AMERICANS MOST BAFFLED Continued From Page 20

really is. Perhaps unexpected, given ‘Bitcoins’ prominent position in the cryptocurrency market and its value noticeably rocketing to sky-high levels at the end of last year (2017). Closely by, 49% are unsure about the proper connotation of an ‘index fund’. Further on, 44% of American public lack certainty about what an ‘asset allocation’ is – a strategy which aims to diversify an asset portfolio based on an investor’s investment objectives and risk appetite.

NOVEMBER 2018

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2018 FAIA CONVENTION TRADE FAIR BOOTH IMAGES NOW ONLINE!

ne of the biggest insurance events held each year in Florida is the Florida Association of Independent Agents (FAIA) Convention. This year was the 114th annual convention, making it not only one of the largest, but one of the longest running events in US insurance history.

We tried to get a shot of every booth, but frankly ran out of time. The trade fair is huge, with hundreds of exhibitors. Next year we may bring two photograpers, each starting at opposite ends and working towards the center. We sadly experienced some equipment issues this year as our preferred lens for such an event, a Nikon 18-300mm had taken a fairly stiff smack as it slipped out of it’s carry bag and hit the floor just as we were to begin shooting. Although it was not obvious on the camera’s (Nikon D-500) LCD screen, just about all the images taken at 50mm or wider were somewhat out of focus - some badly. Oddly, the closeups were fine. So there will be a trip to the repair shop for the lens and we will be more careful next year...

Click On The Image Below To View Booth Images

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NOVEMBER 2018

2018 LAAIA CONVENTION TRADE FAIR BOOTH IMAGES NOW ONLINE!

he largest insurance trade fair in S. Florida, the Latin American Association of Insurance Agents pulled off another incredible event with their 47th annual convention and trade fair this August. This time no camera equipment issues and had time to shoot every booth.

Click On The Image Below To View Booth Images

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BECOME A CERTIFIED EXPERT IN CORPORATE PROPERTY INSURANCE AND A CERTIFIED EXPERT IN CORPORATE LIABILITY INSURANCE Now available from Illumeo and Barry Zalma!

veryone involved in insurance – either as an insurer or as an insured – requires excellence in claims handling. Businesses need to deal with insurers who have an excellence in claimshandling mandate. Insurers who wish to profit need an excellence in property and/or liability claims-handling program. Everyone in business needs an insurer who has an excellence in property or liability claims-handling program in effect. Two comprehensive programs enabling insurance professionals to become Certified Expert in Corporate Property Insurance and/ or Certified Experts in Corporate Liability Insurance are available from Illumeo.com and https://www.illumeo.com/curriculum/certifiedexpert-corporate-property-insurance and https://www.illumeo.com/ curriculum/certified-expert-corporate-liability-insurance. The programs are complete courses of study providing education and training to allow insurance professionals, after completing the individual classes, to become a Certified Expert. The programs cover everything an employee, an officer, or a director of a corporation needs to know about the need to acquire proper insurance and to resolve any claim presented by the corporation to the insurer. Major topics of study include, but are not limited to: the importance of insurance; how to acquire insurance and understand an insurance policy; the methods used by insurers to investigate claims; the various types of insurance that corporations need; the duties and obligations of a public adjuster; and how The full curriculum of the courses and other courses from Barry Zalma are available at http:// www.ilumeo.com by entering in the search bar the word “zalma.”

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NOVEMBER 2018

NEW INSURANCE CLAIMS BOOKS BY BARRY ZALMA The Making of an Insurance Claims Professional

It is the insurance claims person - the adjuster - who meets with the person insured and works to keep the promises made by the insurance policy. The adjuster cannot, however, help the insurer keep the promises made unless he or she understands insurance, insurance claims, the types of claims presented and the law surrounding insurance and insurance claims. For the minimal cost of a paperback or Kindle book every insurer can place in the hands of their claims people information that will help them become professional, well trained, thoroughly educated claims professionals who are able to read and understand every insurance policy so that he or she is able to keep the promises made by the insurance policy.

• Construction Defects and Insurance • Zalma on Insurance Claims • Zalma on Insurance Claims Volume 101 • Zalma on Insurance Claims Part 102 • Zalma on Insurance Claims Part 103 • Zalma on Insurance Claims Part 104

• Zalma on Insurance Claims Part 105 • Zalma on Insurance Claims Part 106 • Zalma on Insurance Claims Part 107 • Zalma on Insurance Claims Part 108 • Zalma on Insurance Claims Part 109 • Zalma on Insurance Claims Part 110

VISIT ZALMA BOOKS NOW!

NOVEMBER 2018

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NOVEMBER 2018

NEWS Continued From Page 8

J.D. POWER: AUTO INSURERS EARN HIGH MARKS FOR CUSTOMER SATISFACTION IN CLAIMS BUT STRUGGLE TO INTEGRATE DIGITAL CLAIMS REPORTING TECHNOLOGY â&#x20AC;˘ Mobile app usage can be a double-edged sword: The use of mobile apps in the estimation process, which allows claimants to submit photos or videos of their damaged vehicle directly to their insurer, is growing in popularity, with 42% of claimants using the technology. When insurers use those photos or videos, overall satisfaction surges to 871. However, NOVEMBER 2018

when they do not use the photos or videos and still need to send an adjuster, overall satisfaction falls 29 points to 842. Currently, insurers rely on claimantsubmitted photos and videos 53% of the time they are submitted.

customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in Insurer Rankings London, and is led by its four Erie Insurance ranks highest in founders: Athene Li, Joseph overall customer satisfaction Pacini, Murphy Qiao and with a score of 891. Amica Carsten Geyer. Mutual (887) ranks second and Auto-Owners Insurance (882) ranks third. The 2018 U.S. Auto Claims Satisfaction Study is based on responses from 10,896 auto insurance customers who settled a claim within the past six months prior to taking the survey. The study excludes claimants whose vehicle incurred only glass/windshield damage or was stolen, or who only filed a roadside assistance claim. Survey data was collected from November 2017 through August 2018. For more information about the U.S. Auto Claims Satisfaction Study, visit HERE.

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J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive Table of Contents

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