May 2011 La Voz by Independent Insurance Agents of NM

THERE’S NO PLACE

LIKE HOME March 15 th - July 1 st ,2011 Bring your New Mexico businesses home to New Mexico Mutual. Starting March 15 through July 1, New Mexico Mutual wants you to give the home team a look at your client’s workers’ comp business. New Mexico Mutual is offering gift cards for fully completed applications and business bound. With excellent claims management and loss prevention services, your clients will benefit by putting their workers’ comp insurance with New Mexico’s experts in workers’ compensation. APPROVED APPLICATIONS • Account Representative – receives $25.00 for every three (3) applications, (New Mexico and other states) submitted and approved. • Account Representative – receives $50.00 bonus gift card if 15 applications are submitted and approved during the program. BOUND POLICIES • For a bound policy with premium from $5,000., $24,999. Account Representative receives a $25.00 gift card. • For a bound policy with premium from $25,000. $49,999., the Account Representative and Agent each receive a $50.00 gift card. • For a bound policy with premium of $50,000., the Account Representative and the agent each receive a $100.00 gift card. www.NewMexicoMutual.com • 505-345-7260 * All applications must be submitted, approved and bound during the program period of 3/15/2011 - 7/1/2011.

"The Voice" of Independent Agents since 1934

â&#x20AC;&#x153;La Vozâ&#x20AC;? is the official monthly publication of the

Independent Insurance Agents of NM

1511 University Blvd. NE Albuquerque, NM 87102. (505) 843-7231. Fax (505) 243-3367. Web site www.iianm.org. This publication is intended to provide accurate and authoritative information on the subject matter covered, but is distributed with the understanding that neither IIANM, nor any contributing author, publisher, contributor or advertiser is rendering legal, accounting or any other professional service and assume no liability whatsoever in connection with its use. Further, the electronic links to our advertisers and/or contributors found in this publication are provided as a courtesy to our readers and do not necessarily indicate an endorsement by IIANM.

Features

VoZ

Quality Control Consultants

8 Days til Tee Time - Golf Tournament

Animal Liability & Umbrella Policies

Southern Seminar Registration (Las Cruces, NM)

News items from members of Independent Insurance Agents of New Mexico and the general insurance industry are encouraged. The advertising deadline is the fifteenth day of the month, preceding publication.

Commercial Lines Market Gradually Firming

Principals & Partners Breakfast

Texting in the Agency

Advertising rates are available upon request.

What is Auto "Equipment"?

Please contact Rachel Sheffield at rachel@iianm.org for details

Community Corner

7 Tips for Building Trust & Rapport Rapidly

It Pays to Keep Employees Fit

Your Digital Brand

NCCI Offers Free Webinars

IIANM Staff President/CEO Thom Turbett, VP Of Membership Services Lorri Gaffney Director Of Communications Rachel Sheffield

In Every Issue Tech Talk

Insurance Programs Administrator Julie A. Franchini

Education Edge

Receptionist / Member Services Associate Renee Rivera

May's Clickable Calendar

Odds n Ends

IIANM's Partners Program

2010-2011 Officers Chair Kathy Yeager

Advertiser Index Acuity

Vice-Chair Scott Jones

American Mining Insurance Company

Burns & Wilcox

Secretary/Treasurer PJ Wolff

Litchfield Special Risks, Inc.

National Director Sam Conlee

Market Finders, Inc.

New Mexico Mutual

Risk Placement Services

Trustco / HCIT

Immediate Past Chair Alma Franzoy-Capron

Consider the following:

Myth: Agencies win some E&O claims. How does an agency ever win an E&O claim when hours and hours have to be spent defending the claim? Think about the hours spent in discovery. Think about the time spent with attorneys. Think about the time spent with staff and producers. Think about the hours spent in depositions and think about the time spent testifying. These activities consume dozens of hours, and sometimes hundreds of hours. Where is the benefit in spending all these hours defending the agency when the time could have been spent selling? Building the agency? Helping clients? Working with carriers? Aren't these activities more valuable, ultimately, than testifying? Another perspective is the pure cost. Agencies spend $35-$50 per hour per person (based on industry averages). If an agency spends "only" twenty hours, that is still $700 to $1,000. Add outside fees, a deductible and increased E&O premiums and the total cost is an easy $5,000. If an agency has a 10 percent profit margin, every $5,000 spent equals $50,000 of revenue. How easy is it to find $50,000 of new sales? How then does an agency win by having to find $50,000 of new sales to make up the cost of defending an E&O claim? No matter how you slice it, the agency loses every time it is sued. And don't forget about the agency's reputation. How will the agency repair its reputation even if it wins?

Fact: Agencies lose all E&O claims. The Bottom Line: A quality control E&O audit helps to minimize the risk of being involved in an E&O claim, which means it:

Is the expense of hiring a consultant to conduct a quality control E&O audit

really worth it? by Chris Burand The bonus: more efficient operations. More efficient operations lead to more profit, better customer service, more professional operations and possibly credits on your E&O premiums. A lot of agency owners have a tough time accepting the reality that good E&O procedures are also profit and productivity enhancing. It is the best of all worlds. Regardless of your E&O carrier, an audit by a good and approved auditor will benefit your agency. In these days, agencies are seeking to cut expenses and in the process are sometimes being penny wise and pound foolish, just like some of their clients. Don't make this mistake. Take advantage of this opportunity today.

• Minimizes the risk of losing all that time defending E&O claims. • Minimizes the risk of the additional expenses involved with defending E&O claims. • Minimizes the risk of a damaged reputation when faced with an E&O claim. • Minimizes the stress involved with defending E&O claims.

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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T l i E t E TIME S Y A D 8 !

Click here to register!

Animal Liability & Umbrella Policies Since many homeowners policies do not cover animal liability (or in the case of ISO, canine liability), it begs the question of how personal umbrella and excess liability policies respond for dog bites and other animal liability claims. For insureds with an animal exposure, an umbrella policy may be critical. provided by the Insurance Information Information Institute (www.iii.org) shows why a significant number of insurers issue homeowners policies with animal liability exclusion endorsements. In fact, Insurance Services Office (ISO) has rolled out a “canine exclusion” endorsement in the Homeowners 2011 program.

Each year in the United States, there are about 4.7 million injuries from dog bites, 900,000 of the bites require medical treatment, 50 percent of the bites happen at the residence where the dog lives, 33 percent of all dollars paid out for homeowners policy liability coverage can be attributed to dog bites, $412 million was paid by insurers for dog bites in 2009, and the average dog bite claim was a bit over $24,000. Since many homeowners policies do not cover animal liability (or in the case of ISO, canine liability), it begs the question of how personal umbrella and excess liability policies respond for dog bites and other animal liability claims. It’s important to remember that excess liability policies are known by various names and all respond differently. Each policy is different and no analysis of a claim can take place without reading the policy. How an excess or umbrella policy responds to an animal liability claim (or any claim for that matter) depends on the type of policy in question. An umbrella policy (sometimes called “broad form umbrella”) typically increases the underlying policy limits by $1 million or more and in addition provides coverage for some claims that the underlying policies do not cover. Relating to animal liability claims, therefore, it’s possible that some umbrella policies would respond for an animal liability claim even if excluded by the homeowners policy. This is often referred to as a “drop down provision” and in such circumstance a “Self Insured Retention” or “Retained Limit” applies, typically $250 to $1,000 on personal umbrella policies. Each umbrella is different so it’s important to read each policy to determine coverage.

By David Thompson

A following form policy exactly tracks the underlying policies in all respects. Therefore, if the homeowners policy covered an animal liability claim so, too, would a following form policy. Likewise, if the homeowners policy excluded an animal liability claim, the following form policy would also exclude the claim. Each following form policy is different so it’s important to read each one to determine coverage. An excess liability policy typically provides only higher limits of liability above the underlying policies and does not cover claims that are excluded by the underlying policies. It’s possible, however, that an excess liability policy would exclude a claim that would be covered by an underlying policy. As it relates to an animal liability claim, an excess policy would typically respond only if the underlying policy also responded. Even if the underlying policy did respond, the excess liability could exclude the claim. Each excess liability policy is different so it’s important to read each one to determine coverage. If the underlying homeowners policy excludes an animal liability claim, the most likely policy to respond is the umbrella policy. As pointed out earlier, each umbrella is different. Some umbrella policies will cover animal liability claims that are excluded by the homeowners policy (subject to the Self Insured Retention) while others will exclude them. Agencies looking for a stand-alone animal liability market can look to various sources for the coverage. So, put a muzzle on Rover, read your policies, and hope for the best!

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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ATTENTION Southern New Mexico!

CLASSSCHEDULE

Independent Insurance Agents of New Mexico

SOUTHERNSeminar

2011 Insurance Continuing Education

15 hours!

July 20th & 21st, 2011 Las Cruces Convention Center

Las Cruces Convention Center July 20th & 21st, 2011 Class Descriptions & Registration Form Exhibitor Form

Commercial Lines Market... G r a d u a l l y The turn of the cycle will come with the change in people’s minds as economic Firming fears subside. I

ndustry CEOs shared their views at the Big “I” Legislative Conference & Convention on the direction of insur-

ance market pricing. Greg Murphy, chairman, president &

by Diane Rusignola

CEO of Selective, said that what is going on in the commercial lines marketplace right now is particularly hard to pin down. He noted there are three main factors affecting a potential turn in the market. “[With the investment portfolio], rates continue to come down, which will put pressure industrywide," Murphy said. The investment portfolio for the industry is probably generating a return on it somewhere around 9%, and at the current reinvestment rate, that 9% will continue to decline as a result of the lower rates.” Murphy noted that the second and third most important drivers in turning the market are the general commercial lines results and performance over the past five years and higher reinsurance costs. “You’ve seen a lot of reinsurers touching their retro programs,” Murphy said. “To have the trifecta I think will start to drive rates even further.” Between 2007 and 2010 in the commercial lines space, one out of five premium dollars left the system through a rate or through something more minor, like individual loss, exposure loss or high unemployment, said Bob Hartwig,

But are market conditions bad enough to lead to the death of some P&C insurers? Hartwig notes there are two warning signs. “Inadequate refirming and inadequate pricing: That’s what half a century of data tells us,” Hartwig said. “But we won’t know who’s going to be caught with that for about four or five years down the road. At that point, we’ll wind up with combined ratios that are in the 110, 115 range.” Learning from history is valuable, and the turn in the cycle last time came when Reliance and Frontier went broke, said Bill Berkley, chairman of the board and CEO, W.R. Berkley Corporation. “A couple of lines of business went up dramatically right after that, and everything started to move up. Then 9/11

CPCU and president of the Insurance Information Institute.

came and everyone got afraid,” Berkley said. “The turn in

“That era of mass exposure to destruction has ended, and

reason it’s not predictable with precision is because you

in fact it began to creep back a little bit in the second half of last year—that’s great news,” Hartwig said. “We can see it accelerate a little bit in 2011.” Hartwig said he refers to what is happening in commercial lines as the firming market of 2012-2014. “What that means is things happen gradually [and] they happen on a line-by-line basis,” he said. “A.M. Best estimates that the calendar year combined ratio for this year would be 121, and that’s exactly where it was in 2001, with two points of that being due to 9/11.”

the cycle comes because of people’s state of mind. The can’t tell when people’s state of mind will change from greed to fear.” Jim Clay, group leader and chief executive officer of Westfield Insurance, also said that although the company isn’t seeing dramatic changes, there is a definite positive trend in workers' comp. “My view is that that cycle has started to change; prices are slowly moving up. How dramatic it will be, we’ll have to wait and see,” Berkley said.

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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The Anderson Agency Report

platform that has received much attention in the past year is Google Sites. As one piece of Google Apps OnePremier, you can begin using Sites as a tool for collaboration with larger, high net worth personal lines clients. As is probably the case in many agencies, for years we have maintained internal coverage summaries and comparison spreadsheets that show year-to-year limits of insurance, premiums, and deductibles. Having this yearly spreadsheet is vital for our niche because many of our clients have never seen their multiple homes, cars, and other insurance rolled into a single annual renewal. As a consequence, some clients get "sticker shock" almost every year, as they forget what they paid last year. In fairness, an invoice for $10,000 or more would get the attention of almost anyone. Even so, if provided the opportunity to see the complete list of their vehicles, locations, and the limits of insurance, most clients find it much easier to remember why they made the decision to buy from us at Signature.

How do Google Sites work? Each personalized client site consists of six tabs. Four of the tabs are pages on Google Sites and two are simple links that take clients to predetermined URLs. To see a sample, please visit https://sites.google.com/a/trustspi.com/sample-account/ Figure 1: Google Sites provides a private, online area where your clients can safely view their personal information. After you've carefully typed that URL into your browser, you will understand why we find it critical to communicate this link to our clients via e-mail and an embedded hyperlink. Most e-mail clients will allow you to create a hyperlink and, along with the simple instructions "click here," it seems to be pretty self-explanatory. (I've also included a shortened URL at the end of this article.) Once a client has found their way to the Google Site Login, we offer them step-by-step instructions on how to create their own Google account. By creating invitation-only sites, we can provide secure access to their personal information. As with most cloud computing solutions, one benefit of using Google Sites is that the full weight of Google stands between the client's data and any prying eyes. Google Sites is at least as secure as any service out there, and because the only non-publicly available information is a client's premiums, security breaches don't seem like much of a threat. Our preference is that the client creates their own Google Account, but in some situations, we will take the time to create a Google Account with a login and password so that our instructions for login can be simplified to "Click here" and "type in this password."

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Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

What are some of the features? The six standard tabs we use for each site are as follows: The Account Summary tab is a very high level summary of exposures. Because we will at times insure multiple, but not all, of a client's homes, we find it valuable to list homes that are insured through our agency, and those that are insured elsewhere. This tab provides us the opportunity to ask if there are cars, boats, or locations that we have yet to uncover. The structure of this page is simply a standard Google Sites page. With the Sites online editor, updating this summary is as easy as making a change to a Word document. The difference between a simple Word document and online Google Sites pages is that once the change is saved, the most recent version is live and viewable by the client. Live pages means we can share information with no additional faxes, e-mails, postage, or appointments required. Make a change and save it while on the phone with the client and a simple refresh on their browser gives them the most updated information. The Annual Review tab is by far our most powerful piece of any of our client sites. As I mentioned above, listing a client's limits, deductibles, and premiums is a powerful way of helping a client evaluate their insurance costs and coverage on a year-to-year basis. The structure of the page is an embedded Google spreadsheet. Once embedded in the appropriate Sites tab, the spreadsheet appears as a simple table in Google Sites. As with the other pages on the site, the spreadsheet is easily modified to fit the client's personal preferences. If they ask for alternative quotes, additional columns can be added to show various options or even alternative carriers. Once established, the process to add each year's renewal can be completed in a matter of minutes. And like every page on the site, once updated and saved the information is live and ready for the client's review. The Billing Summary tab is mostly a necessity for those clients who have multiple billing cycles, and thus multiple bills coming at different times throughout the year. Providing a place to see which billing account numbers correspond to which coverages and when they should expect to make payments will often not only answer a client's questions, but supersede the need to pick up the phone or craft an e-mail asking questions. We find that the most efficient way to handle a client's inquiry is to provide them the information they need before they even ask for it.

File Cabinet and Dropbox have similar functions but slightly different ways of sharing documents. If you're not familiar with Dropbox, I recommend you visit www.Dropbox.com and pick up the free 2GB account. Particularly because it's free. With our paid account, every client has a folder with policy specific subfolders. With just a few clicks, any folder can be shared via a Dropbox-created and shortened URL. When appropriate, we can simply embed a Dropbox shared folder URL into the tab of a Google Site and the client can easily access any document stored there. The File Cabinet page is a more familiar model, whereby a document can be uploaded directly to the Google Sites File Cabinet. In this way we can share complete PDF copies of policies, evidences of insurance, and most importantly, Auto ID cards. The strength of the File Cabinet is its simple visual layout. Clients have no problem understanding the folder structure and download options. As a supplement, we've added the Dropbox tab because it syncs folders to our local hard drives. As easily as you create a new folder in Finder or Windows Explorer, we can set up a folder specifically for sharing documents to the client site. Once established, any document we wish to provide to the client can be copied to this folder right on our local machines. Then, through Dropbox's seamless and super-fast synchronization process, everything in that shared folder is available to the client through a Client Site tab. The Contact Signature tab on our client sites is simply a link back to our agency's Web contact page. In the event a client is reviewing their coverage and can't find our phone, fax, or e-mail information, a simple click on the Contact Signature tab takes them right to our contact form. The power of Google Sites lies in our ability to share personal data in a secure and real-time way. Because our e-mail is hosted through Google, it's always been easy to resend Auto ID cards or declarations pages if and when the client misplaces their original copies. But with a Client Site, not only are we able to provide the clients the documents and information they need, but once they know where to find them, clients no longer need to ask us for a second copy. Providing clients organized and simple-toaccess information helps us continually add value to our client relationships. Roper DeGarmo is president of Signature Personal Insurance, a truly service-oriented insurance agency that utilizes communication technologies for efficient and timely service to his clientele. You can reach him via phone at 913-904-1881 ext. 101 or his Web site at www. SignaturePersonalInsurance.com.

The next two tabs have some overlap in functionality. The Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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Permission to... Pause...

Take time to get back to the basics. Take time to relax & regroup.

IIANM’s 77th Annual Convention Where: Hard Rock Casino Albuquerque When: September 21 & 22, 2011 Look for your registration form... coming soon.

“insurance from people who know mining”

We offer Workers’ Compenasation Insurnace for:

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other types of mining mining related risks

For more information, contact Bryant Brown, V.P. Marketing • 1.800.448.5621, x 249. 3490 Independence Drive • Birmingham, Alabama 35209 WWW.AMERICANMINING.COM Page 12

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Principles & Partners Breakfast Scheduled Our first 'Town Hall' style meeting, which brought together key insurance agency personnel and their company counterparts, was ground-breaking in many ways. It resulted in an important agreement on how Certificates of Insurance should be handled in New Mexico. We hope to achieve a similar result with our second such event, which will deal with an equally troubling issue: How to comply with New Mexico’s uninsured motorist laws after a recent Supreme Court decision changed everything. Please join Superintendent of Insurance John Franchini and a host of other industry experts as we explore this contentious issue.

Topic: Uninsured Motorist Industry Summit Where: IIANM Building Date:

May 10, 2011

Time:

8:30am - 10:00am

Please send rsvp to lorri@iianm.org

• New Mexico Mutual • The Republic Group • Mountain States Insurance Group • ACUITY • Union Standard • Allstate - Workplace Division • Allied Insurance • Central Insurance Companies • Colorado Casualty

• Letcher Golden & Associates • MetLife Auto & Home • Safeco Insurance • Safeway Insurance • Colonial General Insurance Agency • Market Finders, Inc. • Travelers • Westfield Insurance

For more information about becoming an IIANM Partner, please click here.

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Texting in the Agency:

By David Hulcher, AVP of Agency Professional Liability Risk Management

A distraction that could result in a wreck? OMG! Distracted driving continues to be a serious issue discussed at both the state and national levels. Text messaging while driving is a primary distraction and can have the same effect as driving while intoxicated when it comes to increasing the chances of an accident while behind the wheel. Your agency may be thinking about texting and its effects on the risk exposure of your commercial and personal auto policyholders but have you ever stopped to think of how text messaging may be affecting your agency’s E&O exposure? You may want to think about it before you wind up with an E&O wreck on your hands! The ways agencies communicate with their customers and carriers in today’s fast paced world continues to change from the old days of face-to-face meetings. Phone, fax, email, websites, blogs, social media websites, Twitter accounts, and texting are all vehicles of communication. Is your agency staff texting customers or carriers? If so, what information and for what purposes? Text messaging could be used by agency staff to: maintain customer relationships, communicate and gather relevant information, or to bind or modify coverage. In fact, it may even be your customers’ preference to communicate with the agency via text message because of the convenience. But does your agency have existing procedures to address texting and provide consistency around how agency personnel should handle both incoming and outgoing texts? Here are some things to think about when it comes to utilizing texting in the agency: 1. Agency Policy on Texting: Does your agency have a written procedure for how texts should be handled? The procedure should be thorough with clear standards to be adhered to by all agency staff. It should cover how texting can be used with both customers and carriers. If you don’t have any procedural guidelines in place, sit down with agency staff and talk about who is texting and how it’s being used for business purposes. Also, consider any nuances with agency staff texting from personal phones versus if they are provided to employees by the agency. 2. File Documentation of Texts: Should an E&O claim arise against the agency the number one tool for a defense is going to be documentation in the customer file.

E&O claims are often the customer’s word against the agent’s and well documented files can be the difference between winning and losing. Text messages to and from both customers and carriers can serve as vital documentation. That’s right - carriers! E&O claims from carriers against agents continue to rise. Important file documentation includes offers and declinations of coverage, information for the application, changes to the policy or limits, carriers’ permission to bind, declinations to offer terms, and mid-term change requests. The author of the text, along with date, time, and summary of the text should find their way into the customer’s file in the agency management system. Remember, the ability to provide optimal customer service relies on all agency staff knowing what has been discussed with the customer. A disciplined approach to documentation is extremely important. 3. Professionalism of Text Communications: OMG, BRT, OOTO, CYE, LMK* - are all commonly used texting abbreviations. To say that texting is a more relaxed form of communication is an understatement. Employees should not fall into this trap if the agency is using texts to communicate with customers. Communication should stay professional and understandable by both parties. Ambiguity is not the agency’s friend in defending an E&O claim. When it comes to customer file documentation in the agency management system, just like all documentation, it should adhere to the agency’s standard input procedures so that all employees can reconstruct the conversation, the action taken, and any additional followup required. With so many ways to communicate with customers and carriers it is important to understand what agency staff is doing. Valuable customer documentation that could help in the defense of the agency should an E&O claim occur could be getting lost in the form of text messages. If your agency has never thought about texting or doesn’t have a written guideline for its use, take the time to discuss this with agency staff and come up with a plan.

”Oh my God”, “Be right there”, “Out of the office”, “Check your email”, and “Let me know”.

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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www.RPSins.com/scottsdale

What is Auto "Equipment"? Trailer Tarps, Flyswatters and Fishing Poles

VU Fa

culty

Here's a question received recently by our "Ask an Expert" service:

vehicle equipped with such items would be an "auto" and, therefore, the items would be vehicle equipment. There is nothing in the policy that says the equipment must be part of the original vehicle. You might be able to get the tool box covered too, but the tools themselves would probably not be covered.

"A loss occurred to the insured's vehicle during Faculty Response the policy period. The cause of loss was theft Both the CGL and BAP clearly define permanently atwhich was a covered peril. The vehicle was retached welding and generating equipment as a "auto." covered with slight body damage but had attached equipAsk the adjuster to send you a copy of the policy where ment that was stolen. The attached equipment included he/she has circled the requirement that this equipment be a tool box, welder, and generator. All of this equipment "original." This appears to be a claim denial that has no was, of course, not a part of the original vehicle but was basis in the language of the contract. I know it's a hard permanently attached to the vehicle. market, but cut the check. "This equipment was not eligible to be insured under an Faculty Response inland marine form due to the fact that it was permanently I used to do a seminar called "Secret Policy Coverages attached to the vehicle. The application did not specificalYour Companies Never Told You About." It involved ly list the attached equipment, but the value of the truck did contemplate the permanently attached equipment, i.e. things like this that I referred to as "invisible exclusions." They're invisible because they don't exist. One of the the 1986 Ford truck insured for $30,000. case studies I covered was very similar to this...I called "The carrier denied the claim, stating that the attached it "Trailer Tarps, Flyswatters and Fishing Poles. For your equipment was not a part of the original vehicle and amusement and edification, here's the claim scenario: therefore not covered. I ask that you verify if the comBubba Bubbinski is a trucker from Cicero, Illinois. While mercial auto policy specifically excludes permanently at a truck stop, someone stole the cargo tarps from his attached equipment or if it specifically addresses 'only truck. When the theft was reported to the insurer, the original equipment' as being covered." adjuster denied the claim on the basis that the tarps were not part of the truck's "auto equipment." For reference, here's what the BAP says: "We It was pointed out that the tarps were an integral part will pay for "loss" to a covered "auto" or its equipof the operating equipment...they were only used with ment...." Period! And, here's what our faculty the truck and, in many states, the law required that the members have to say.... contents be tarped when the vehicle was operated. The Faculty Response adjusters response was that the tarps COULD be used for The Business Auto policy covers "loss" to a covered something else. When asked what, he replied that they "auto" or its equipment. The word "equipment" is not could be used for a tent when camping! defined in the policy. The definition of "mobile equipment" (J. 6. c.) says that vehicles with the following types of per- My response was that, by the same logic, the mud flaps manently attached equipment are not "mobile equipment" could be used as flyswatters and the antenna as a fishing pole, but they're still part of the auto's equipment. They but will be considered "autos": air compressors, pumps, generators, including spraying, welding, building cleaning, paid the claim and it's been fodder for my insurance comedy routines since that time. geophysical exploration, lighting or well servicing equipment." And, in this case, the permanently mounted tool box (but not the contents), generator and welder are all "equipAlthough the policy doesn't say so, it would seem that a ment" used with the vehicle. Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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The Trusted Choice® Pledge of Performance states it right at the beginning: “As a Trusted Choice® agency, we are dedicated to you and are committed to treating you as a person, not a policy.” Trusted Choice® agents care about their customers – how are you demonstrating this to them?

Many independent agents are involved in the community. Some agencies sponsor local baseball teams, hold networking luncheons for small business owners or sponsor a 5k walk/run. Trusted Choice® agents don’t only help their community when they are in need, but they support and care about what is important to customers: a son’s baseball team, a husband’s business, a daughter’s illness. It’s this outreach that helps solidify the brand in a community. Community relations are the personal contacts and relationships built between an organization and the public which results in building an organization’s image or brand. And it’s community relations that set independent agents apart, because they are truly members of the local community. Community involvement enhances perceptions of trustworthiness and likability, and leads to more favorable impression of an agency. Insurance may not seem fun or exciting. It’s something that people buy because they have to, and hope they never have to use. Through community involvement a Trusted Choice® agency imparts a lasting impression and makes personal connections with their customers which make financial decisions like insurance easier. These customers will know that in the event of a car accident, fire or tree falling on their house—A Trusted Choice® agency and their staff is there for them. That is what being a Trusted Choice® independent agent is all about. This culture of service and absolute dedication is what Trusted Choice® independent agents embody. With that in mind, is there anything else your agency could be doing to get involved in your community? Rather than simply sponsoring the 5K walk/run, put together a team and participate. In addition to collecting canned food for a holiday food drive, you could organize a day for staff to volunteer at a local soup kitchen. The opportunities to give back are limitless and the rewards are priceless.

Ex IIAN clusiv e M Dis Membe cou nt! r Now that you’ve narrowed down your candidates... Get the most out of every interview and hire more people like your top performers. When it comes to employee hiring, our consultants can help you with everything from evaluating your most promising applicants to redesigning your current selection system. You will learn what qualities are needed for success with your company, how to determine if someone has them and how to hire right the first time. How Can a Personality Assessment Help Me Hire the Best? With the Caliper Profile, our consultants can provide you with a clear, accurate picture of an individual’s strengths, limitations, motivations and potential. Then, these results are compared to our unparalleled database of information about the qualities it takes to succeed in virtually every position, as well as the information you provide about your corporate culture, your management style and the responsibilities of the job. From here, our consultants can tell you if an individual is a natural fit for that position. This is what we call “job-matching.”

Calculate the cost of turnover Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

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7 Tips

for Building Trust and Rapport Rapidly by John Chapin

ou’ve probably heard the sayings that “people don’t care how much you know until they know how much you care”, and that “people need to know, like, and trust you before they’ll do business with you.” The truth is: until people know you care, most view you simply as a salesperson trying to make a sale. With that in mind, how do you build trust and rapport rapidly and let people know you have their best interest in mind so you can move toward the sale? 1) Treat everyone you meet as if they are a close friend or family member. By treating the prospect as a close friend or family member, you will ensure that you have their best interest in mind. People have a sixth sense and they know when you are more interested in making a sale than you are in helping them out. Thus you need to focus on the other person and what is best for them, as opposed to focusing on you, your company, your product, or the sale. 2) Work on the relationship and the connection before you focus on the sale. Most salespeople are so focused on the sales process, the questions they need to ask, and the points they need to make, that they forget to focus on the prospect and make a personal connection before proceeding with the sale. See each prospect as an individual, each with a unique life exPage 20

perience with distinct needs and desires. Build some solid rapport before moving into the sales portion of the call. 3) Make a friend. Your first objective is to be likeable, agreeable, get along, and make a friend. Your focus is not on showing the prospect how much you know or how little they know, or in getting in a debate over what they think they need versus what you think they need. Before you can educate the prospect and have them listen, or lead the prospect and have them follow, you must have a good connection and rapport. 4) Focus completely on the person to whom you’re speaking. Be present with the person to whom you’re speaking and make sure you are paying close attention, asking good, thoughtful, relevant questions, and listening well. Do not focus on the phone in your pocket, the siren on the fire engine driving by, or the person who just walked in the door, give the person you’re talking to your undivided attention. 5) Treat each person as the most interesting person in the world. If you ask people who they are most interested in, the majority will say themselves if they answer honestly; treat them as if they are. Ooze caring, empathy, and understanding while keeping in mind that these feelings must be genuine.

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

6) Have friendly, relaxed conversations. Converse with each prospect as you would with a close friend. For the most part people are mirrors and will return what you send out. If you are relaxed, open, conversational, and show you care, your prospects will tend to mirror that. 7) Make sure everything about you sends the right message. Make sure you are perceived as a consummate professional. Speak professionally and intelligently, in other words, use proper grammar and be knowledgeable about your industry. Dress the part and be well groomed, have a good handshake, make good eye contact, and conduct yourself professionally at all times. These seven tips will enable you to build trust and rapport rapidly and make a good first impression. Once you’ve made a good first impression, be sure to have strong follow up by doing what you say you’ll do, when you say you’ll do it. After the initial meeting, your next objective is to make a good second, third, fourth impression, etc.

Homeowners Catastrophe Insurance Trust

John Chapin is an award winning sales speaker, sales trainer, coach, and co-author of the gold-medal winning "Sales Encyclopedia" a comprehensive how-to guide on selling. "Sales Encyclopedia" is written for sales professionals in all industries at any level of experience. Utilizing more than 21 years of sales experience and as a number one salesperson in three industries, John co-founded Complete Selling Incorporated, a company helping salespeople double their sales and find their motivation. If you would like access to John's free white paper on what it takes to be successful in sales along with a monthly newsletter, you can visit John's website at http://www.completeselling.com For permission to reprint, or to reach John, email him at johnchapin@completeselling.com.

Your preferred homeowners clients deserve the broadest possible coverage for their homes and personal property. As an active member of IIANM, you have the original -- the very best such program available to you right now. The HCIT Difference in Conditions (DIC) policy supplements basic homeowners coverage by providing protection for catastrophic losses, including FLOOD and EARTHQUAKE.

Just contact:

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Bobbi Phillips / bobbip@hcitins.com Eric Kingdon / erick@trustcoinc.com

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Page 21

For Lower Insurance Premiums,

It Pays to Keep Employees Fit

ealthier employees lead to lower premiums,

By Preston Diamond

liability for work-related injuries, a focus

according to numerous studies. If companies

on workplace safety rather than workers’

can help their workers improve their health

health, and a number of small compa-

without cutting benefits or shifting more premium costs

nies with high Workers’ Comp costs that

to employees, where is the downside? After all, Fortune

do not offer health insurance have all

1000 companies have been using wellness programs for

been contributing factors. Still, one of the

years to combat the rising costs of healthcare.

major areas of concern for employers is

So, the question is, why aren’t smaller companies using

an out-of-shape

this proven method to lower their health care costs?

employee.

Randy Boss, a risk architect for Ottawa Kent Insurance

According to a

in Jenison, MI, helps companies implement successful

recent Duke Uni-

wellness programs. And he says he can understand how

versity study, the

employers feel. “They’re frustrated because most likely

cost of obesity

they have tried things that didn’t work,” says Boss. “There

among full-time

seems to be a wellness vendor on every street corner

employees is

these days and many use ROI’s from Fortune 1000 well-

estimated to be

ness programs as their own, yet they had nothing to do

$73.1 billion a year. This is the first study to

with that program.”

quantify the total value of lost job produc-

All wellness programs are not equal! This is a very impor-

tivity as a result of health problems, which

tant problem and something companies need to under-

is more costly than medical expenditures.

stand when selecting the appropriate wellness program for

The report recommends that employers promote healthy

their company.” Secondly, Boss says “Businesses tend to

foods in the workplace, encourage a culture of wellness

think short-term and not long-term, and expect to see solid

from the CEO on down, and provide economic and other

and immediate savings on their healthcare costs.”

incentives to employees who show signs of improvement.

Yet, the benefits of having healthy workers transcend

And there is evidence that this plan can work for employ-

reduced health care costs, including Workers’ Compen-

ers.

sation and lower absenteeism. Healthy workers are less

A University of Michigan study of a Midwest utility com-

prone to injury and when injured, they recover quicker

pany’s workplace wellness program found that over

than less healthy workers. Conversely, out-of-shape

nine years, the utility company spent $7.3 million for the

workers are at a higher risk for injury and healing is often

program and reaped $12.1 million in savings. Medical and

delayed and complicated by other health factors. If work-

pharmacy costs, time off and Worker's Compensation fac-

ers change and modify their lifestyle and reduce their

tored into the savings. The study, which took into account

health risks, medical costs decline.

a number of costs, including indirect costs of implement-

While this may seem intuitive, the connection between

ing wellness programs, such as recruitment and the cost

wellness and Workers’ Compensation has been slow to take root. The reasons appear to be separate risk man-

of changing menus, showed that wellness programs work long-term even though employees aged during the course

agement departments overseeing Workers’ Comp and

of the study.

Group Health, concerns about expanding the employers’

Overall, the program cost the employer $100 per employee.

Page 22

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

The cost of lost work time, Workers' Compensation, and pharmacy and medical expenses among employees who participated each year increased by $96, compared with a $355 increase among employees who did not participate. This is good news for employers. Amid heightened

will operate. Consider opportunities for on-site physical activity, partnerships with community wellness providers, local gyms or health and nutrition classes, on-site vending machines and cafeteria, etc. Identify the interests and motivation of employees as well as barriers to employee participation through surveys, wellness committees, along with an analysis of past efforts.

cost pressures and leaner staffs brought about by the

3. Educate. For several years, businesses have been

prolonged economic downturn, employers need to reduce

shifting more of the costs of health insurance to work-

all types of absences to help maintain productivity. While

ers through increased premiums and higher deductibles.

employers tend to focus their energies on controlling the

Since 2005 workers’ contributions to premiums have gone

highly visible health care costs, which are more easily

up 47%, while wages have increased 18%. Employees

shifted, there are significant opportunities to control other

are feeling the pinch. Show them how participating in a

costs with wellness programs.

wellness program can affect premiums as a result of mak-

On average, employers can see a 30% reduction in Work-

ing less use of medical care.

ers’ Compensation and disability claim costs, accord-

4. Obtain management support. A wellness program

ing to a review of 42 published studies involving the

will not succeed without the ongoing support of manage-

economic returns of wellness programs. Moreover,

ment. Communicate the goals of the program and assess

wellness programs will reduce the costs of ab-

the commitment of supervisors and management.

sences that, according to the 2010 Kronos/Mercer

5. Identify goals and metrics for measuring success.

Survey on the Total Financial Impact of Employee Absences, add up to 8.7% of payroll costs, more than half the cost of health care.

When implementing a wellness initiative, senior management will want to see a return on investment. Establishing a consensus on the goals or metrics for measuring the

It stands to reason that healthier employees will use less

success of the program will help shape the program and

sick time. But ultimately, companies need to make a com-

ensure its success.

mitment to helping their employees stay in better shape.

When it comes to implementing a wellness plan at your

“Employers should focus on health and wellness at work,” says Randy Boss. “Businesses should allocate 2%-3% of their budget to an effective program that includes at least 90% participation by employees and a wellness coach on site to effect behavior change.”

place of business, it’s really all about risk versus reward. And the rewards can be huge, but only if the plan is properly implemented and the management team is committed to its success.

Although budget and company size will dictate the type of program a company can undertake, there are five steps that companies should take before launching a wellness

Preston Diamond is Managing Director and Co-Founder

program:

of the Institute of WorkComp Professionals (IWCP), based in Asheville, NC. In 2010, IWCP created a sister

1. Evaluate. Know your cost drivers. Analyze Workers’

organization, the Institute of Benefits & Wellness Advi-

Compensation, health care and absenteeism data to

sors, that trains, tests and certifies select insurance

identify common issues and trends. Understand the legal

professionals to apply the concepts of risk management

regulations governing wellness programs.

to benefit. He can be contacted at 828-274-0959 or pres-

2. Do a workplace assessment. Examine the physical

ton@workcompprofessionals.com, www.workcompprofes-

and cultural framework in which the wellness program

sionals.com / http://cbwadvisors.com/

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Page 23

Cut through the hype about social media to get some easy to follow, practical tips on building an effective digital brand that is integrated into your agency’s overall marketing plan. Relationships increasingly have a digital component and learning to effectively use these tools can enhance your offline relationships and build your agency brand.

expensive than it used to be and that social media can be virtually free. • Audiences. Building a profile of your targeted buyer will enable you to better identify good vehicles (publications, web sites, etc.) and develop messaging. • Messaging. List all the points you want to convey in your plan, realizing that not every message is appropriate for every audience, campaign or outlet.

Your Digital Brand S

ometimes the problem with “the next big thing” is that all the buzz around it can drown out the legitimate value hidden beneath.

Take social media. Many independent agents have become so overwhelmed by the constant clucking about this “must do” marketing tool that they simply have dismissed it as non-essential and faddish—and then promptly gone back to business as usual. And, in a sense, these agents are halfright: Some of the social networking communities will be lost in a blink, overtaken by the next “next big thing.” But many will be with us for a long while. And underneath all the tweeting, friending and geolocating is a valid core that independent agents should heed: Relationships increasingly have a digital component and learning to effectively use these tools can enhance your offline relationships and build your agency brand.

• Vehicles. Identify the various publications, radio stations, Web sites, etc. that you want to use for advertising, and which you might target for PR efforts (they may not be the same). Include any direct marketing efforts as well as social media and blogging. • Responsible parties. It is best to have one person internally supervising all the efforts, but identify all contributors, including those posting to social media, blogging, drafting bylined articles or being interviewed for local press. • Metrics. Include short-term measurements such as Google analytics, incoming calls and readership numbers, but consider long-term goals, as well, such as new business from current clients, increased commercial revenues and retention. 2. Assign a community monitor. Keeping track of your

So, how can you sift through all the noise to leverage the true benefit of social media? In short, think strategically and use some common sense. Herein, a few thoughts to get you started. 1. Have a plan. If you don’t have a holistic marketing-communications plan for your agency, you’re almost certainly wasting money and you probably have no idea what’s working or why. Draft a plan that outlines the following elements, and include any social media efforts; don’t separate social networking from your overall activities. • Goals. Be as specific as possible. For example, “Increase new middle market accounts by x%” is better than “Grow commercial lines revenues.” • Budget. The best agencies budget between 3% and 5% of revenues for marketing (1% to 3% for very large firms), with more funds allocated in years with big projects, such as a major rebrand. Keep in mind that Web development is far less Page 24

By Maureen Wall Bentley

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

agency’s online posts and followers’ responses can take time—but you don’t have to do it yourself. Assign the task to someone who enjoys social networking and “gets” the immediacy of it. While this may be a young producer or college intern, don’t rule out older employees, as social media use is growing leaps and bounds among Boomers. 3. Follow offline rules. You wouldn’t (or shouldn’t) go to a Chamber of Commerce dinner and talk non-stop about yourself or your agency. Rather, you’d engage other people in a more personal way—ask about their business or kids or new car, or commiserate over last week’s loss for the home team. And, most important, you’d listen. These same standards of conduct should be followed online as well. If you don’t—just like in the offline world—people will avoid you. 4. Be brand consistent. Your social media presence should share the look, feel and messaging of your agency’s other touch points. So, if your Web site promotes your agency as commercial-lines oriented, then your Tweets should be in sync. And if your agency’s color palette is typically gray and green, don’t dress up your Facebook page in blue and gold. Think both strategically (Are we telling the same story in our online and offline

touch points?) and tactically (Does our avatar (online representation) reflect our logo?). Conducting an image assessment every few years is a great way to align all the pieces that communicate your brand. 5. Think service—and listen. Some of the most successful social media adopters use their online presence more for service and customer communications than for marketing. One agent, for example, posts weather warnings and other local news on his Facebook and Twitter accounts. Because he’s not spamming with promotional material, he has developed a healthy following—and the appreciation of those who avoided the downed tree or the flooded byway because of his Tweet. Such low-key posts reinforce his position as a good guy in the community, which helps his agency brand. Esurance, the online auto provider, pays careful attention to any online conversations about its brand so that it can respond in real time to unhappy customers or other malcontents. Think of your social networking sites as a rolling customer survey. (And don’t think that these negative comments won’t happen if you’re not listening online; they will, but you’ll be none the wiser.) 6. Don’t expect miracles. Anyone who tells you they are quadrupling sales through social media is likely blowing smoke. That may sound like an excuse to toss aside a social media effort altogether, but it’s not. Social media, like many branding vehicles, can be powerful in keeping your agency front of mind, and it is wonderful for humanizing your firm. But you wouldn’t (or shouldn’t) expect one ad in the local paper to transform your business, and you should be equally realistic about social media.

Editor’s note: For more information about strengthening your online presence and using websites and social media effectively, click the “Websites & Social Media” link in the gray shaded portion on the left side of the ACT home page (www.iiaba.net/act). Maureen Wall Bentley is executive vice president of brand strategy for Aartrijk, an insurance industry branding firm. Maureen prepared this article for ACT and can be reached at mwall@aartrijk. com. For more information about ACT, contact Jeff Yates, ACT Executive Director at jeff.yates@ iiaba.net. This article reflects the views of the author and should not be construed as an official statement by ACT. Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Page 25

Did you know there is free training available at ncci.com? Whether you’re a new or existing agent, you and members of your Did freeonline training availablemodules at ncci.com? staffyou canknow benefitthere fromisour education and videos. Whether you’re a new or existing agent, you and members of your staff benefit from our online modules and videos. NCCI’can s Webinars on Demand areeducation conveniently accessible from your desktop and most can be viewed in about 30 minutes NCCI’ s Webinars Demand are conveniently accessible or less! Below ison a list of webinars you can find under thefrom your desktoptab andof most can beinviewed in about 30 minutes Education ncci.com the Agents/Brokers category: or less! Below is a list of webinars you can find under the • Fundamentals Workers in Compensation—Webinars on Education tab of ofncci.com the Agents/Brokers category:

Demand—View this series of Webinars on Demand for an overview of the basic components of workers compensation. • Fundamentals of Workers Compensation—Webinars on Demand—View this series of Webinars on Demand for an overview ® • of RMAPS Application Service—Webinar the basicOnline components of workers compensation. on Demand— View the basics of submitting an application for Assigned Risk workers ® compensation insurance under aService—Webinar state’s WCIP. • RMAPS Online Application on Demand— View the basics of submitting an application for Assigned Risk workers • compensation RMAPS® Premium Estimator—Webinar insurance under a state’s WCIP.on Demand—See how to obtain a preliminary premium estimate, separate from the actual ® submission of an application for assigned riskonworkers compensation • RMAPS Premium Estimator—Webinar Demand—See how insurance under a state WCIP. to obtain a preliminary premium estimate, separate from the actual submission of an application for assigned risk workers compensation • insurance Classification Overview—Webinar on Demand— under aSystem state WCIP. Learn the purpose of classifying businesses, how classification relates to premium, andSystem more. Overview—Webinar on Demand— • Classification Learn the purpose of classifying businesses, how classification relates • to Item Filingand Process—Webinar on Demand—Learn about premium, more. NCCI’s Item Filing Process with this Webinar on Demand covering the types of item filings that NCCI makes, why we make item filings, • Item Filing Process—Webinar on Demand—Learn about and howItem youFiling can keep trackwith of their NCCI’s Process this progress. Webinar on Demand covering the types of item filings that NCCI makes, why we make item filings, • and Itemhow B-1414—Revisions Basic Manual Rule 3-A— you can keep track oftotheir progress. Explanation and Application—Webinar on Demand—Review key changes contained in theto item filing,Manual which clarified and enhanced • Item B-1414—Revisions Basic Rule 3-A— NCCI’s Basic Manual Rule 3-A. This rule contains the rating definitions Explanation and Application—Webinar on Demand—Review and changes rules forcontained the application various elements. key in theofitem filing,premium which clarified and enhanced NCCI’s Basic Manual Rule 3-A. This rule contains the rating definitions • and NCCI’s Resolution Services Presentation—Webinar rulesDispute for the application of various premium elements. on Demand—Get information on how policyholder disputes are handled Dispute by NCCI.Resolution Services Presentation—Webinar • NCCI’s on Demand—Get information on how policyholder disputes are • handled Basics by of Experience Rating—Webinar on Demand— View NCCI. this tutorial for valuable insight into the Experience Rating process. • Basics of Experience Rating—Webinar on Demand— View • this Howtutorial to Understand Experience Rating Worksheet— for valuableYour insight into the Experience Rating process. Webinar on Demand—Follow along as each element of the Experience Rating worksheet is explained. Rating Worksheet— • How to Understand Your Experience

• Advanced Experience Rating—Webinar on Demand—Learn about the Experience Rating formula, Weights, Ballast Factors, claim limitations, when modification factors are revised, and much more. • Advanced Experience Rating—Webinar on Demand—Learn about the Experience Rating formula, Weights, Ballast Factors, claim • limitations, Basics of Experience Rating Ownership—Webinar when modification factors are revised, and muchon more. Demand—Get an overview of the experience rating ownership process.ofThe webinar covers ownership changes associatedon with • Basics Experience Rating Ownership—Webinar various business entities. Demand—Get an overview of the experience rating ownership process. The webinar covers ownership changes associated with • various How tobusiness Complete the ERM-14 Form—Webinar on Demand— entities. Delve into the details needed to obtain, efficiently complete, and submittothe ERM-14 form. This webinar reviews the content of each • How Complete the ERM-14 Form—Webinar on Demand— page ofinto thethe form and needed walks you throughefficiently various scenarios Delve details to obtain, complete,that andwill help youtheunderstand the process. submit ERM-14 form. This webinar reviews the content of each page of the form and walks you through various scenarios that will • help Riskworkstation—Webinar you understand the process.on Demand—Find out about this one-stop shopping tool for the underwriting process that offers a variety of options for getting essential information about a business. • Riskworkstation—Webinar on Demand—Find out about this one-stop shopping tool for the underwriting process that offers a variety • of Contracting Classification Program options for getting essential Premium informationAdjustment about a business. (CCPAP)—Webinar on Demand—Review the purpose and function of theClassification Contracting Classification Adjustment • Contracting Premium Premium Adjustment Program Program (CCPAP). (CCPAP)—Webinar on Demand—Review the purpose and function of the Contracting Classification Premium Adjustment • Program ABC’s of(CCPAP). Experience Rating—Webinar on Demand—This brochure offers a detailed explanation of the Experience Rating Plan and how data unit statistical reports is converted a rating form. It also • ABC’s of on Experience Rating—Webinar ontoDemand—This explains how a mod is calculated and how the calculation is determined. brochure offers a detailed explanation of the Experience Rating Plan and how data on unit statistical reports is converted to a rating form. It also • explains NCCI Search—Webinar on Demand—Learn how tois quickly and how a mod is calculated and how the calculation determined. more accurately locate and access NCCI articles and reference materials. • NCCI Search—Webinar on Demand—Learn how to quickly and • more Manuals Library—Webinar Demand—Find out howmaterials. NCCI’s accurately locate and accesson NCCI articles and reference online Manuals Library can benefit you. Whether you’re a new or existing Manuals Library user, you’ll benefit this advancedout audiovisual tool. • Manuals Library—Webinar onfrom Demand—Find how NCCI’s online Manuals Library can benefit you. Whether you’re a new or existing • Manuals NCCI's Basic Demand—Review LibraryManual—Webinar user, you’ll benefit fromonthis advanced audiovisual tool. information related to the use of NCCI’s Basic Manual, which is comprised of classification codes, rules, the rates or loss costs to • NCCI's Basic Manual—Webinar on and Demand—Review be used for writing workers compensation and liability information related to the use of NCCI’s Basic employers Manual, which is insurance coverage. comprised of classification codes, rules, and the rates or loss costs to be used for writing workers compensation and employers liability • insurance 2009 Retrospective coverage. Rating Plan Manual—Webinar on Demand—Review the enhancements to the Retrospective Rating Plan Manual and the Rating new user’s guide that includes examples • 2009 Retrospective Plan Manual—Webinar on and explanations of the manual’s rules. Demand—Review the enhancements to the Retrospective Rating Plan Manual and the new user’s guide that includes examples and explanations of the manual’s rules.

Webinar on Demand—Follow along as each element of the Experience Rating worksheet is explained. 901 Peninsula Corporate Circle • Boca Raton, FL 33487-1362 • 800-NCCI-123 (800-622-4123) • ncci.com

Page 26

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011 901 Peninsula Corporate Circle • Boca Raton, FL 33487-1362 • 800-NCCI-123 (800-622-4123) • ncci.com

TRUST.

For All That Matters

Independent Insurance Agents of New Mexico - www.iianm.org - * May 2011

Page 27

Who has the ability to handle all your specialty insurance needs?

The

Answer is Your Specialty Insurance Professionals

Professional Liability Umbrella & Excess Employment Practices Commercial Property Products Liability General Liability Commercial Auto Personal Lines

Global Resources. Local Relationships. Albuquerque, New Mexico

(866) 643-8538 / (505) 822-0018 / fax (505) 822-0092 scottsdale.burnsandwilcox.com

IIANM’s

EducationEDGE Insurance Education Programs in New Mexico are critical to a successful and profitable career in the insurance industry. Every year, we offer exciting opportunities to expand your professional horizons. All of these education programs are designed to help insurance agents thrive in the most competitive of marketplaces. The pre-licensing classes are designed to be a review for the state licensing examination. We recommend that students be familiar with the study material prior to attending class.

Pre-Licensing Study Materials

Pre-Licensing Classes Study materials are NOT included in class prices.

To see a list of what is available and to purchase your study materials online, click here.

Property & Casualty Review Class (2 days)

Life & Health Review Class (1 day)

Regular Price: $150 Member Price: $120

Regular Price: $115 Member Price: $90

Instructor: Instructor:

Kitty Leslie Jack Cleary

- May 18 - 19 8am - 5pm - June 14 - 15 8am - 5pm

Click here for a full listing of our education program.

Instructor: Instructor:

Jeff Straight - May 12 8am - 5pm Bob Ouellette - June 62 8am - 5pm

The FINE PRINT: IIANM reserves the right to cancel/reschedule classes. Please call ahead to verify when classes will run. Decisions will be made three days prior to class. Cancellations received after 5 business days, will be assessed a $50.00 cancellation fee. Cancellations received on or after deadline and ‘no shows’ will forfeit the registration fee altogether. A substitute is always welcome, with no extra fee, but prior notification would be appreciated.

Class Name/Date: Full Name:

Method of Payment:  Bill Agency (Members Only)

First Name for Badge:

 Check Enclosed (Payable to IIANM)

Agency / Company:

 M/C  Visa  Disc  Amex

Address:

Amount:

(all prices include tax)

Card No:

City, State, Zip:

Exp. Date:

Telephone: ( Fax: ( Send in your registration:

)

E-Mail:

Signature:

) Go on-line: www.iianm.org or E-mail: jeff@iianm.org

Give us a call: (505) 843-7231 (800) 621-3978

Mail in: 1511 University Blvd. NE Albuquerque, NM 87102

Fax in: (505) 243-3367

May 2011 Sunday

Monday

2 GOLF Tournament

Tuesday

Clickable Calendar Wednesday

8 CE hrs

ACSR #3 PL Related Coverages

ACSR #9 CL Related Coverages

AAI 83C Agency Financial Management

Principals & Partners Breakfast

Topic: Uninsured Motorist Industry Summit

Classifieds

Friday

Saturday

L&H Pre-licensing Class

11 P&C Pre-licensing Class

e Offic sed Clo

Thursday

12 P&C Pre-licensing Class

18 25

19 26

21 28

31 New Mexico’s Job Bank Looking to fill a position within your agency? Trying to find a job but don’t know where to look? Whether you are looking for somewhere new to share your special skills or an employer looking for quality, professional employees, we are there to lend a helping hand. Click here to take advantage of IIANM’s Job Bank. Do you have an agency you’re trying to sell, or in the market to buy one? Check out our Classifieds!

Take an Ax to your Debt Have you ever paid off debt? $1,000? $10,000? Several years ago, when I made the last payment on a credit card balance that had once topped $5,000, I was pretty proud of myself. But that $5,000 was nothing compared with the crazy debt some people have managed to eliminate. I'm talking about the guy who nixes $30,000 in credit card debt in a year. Or the couple that wipes out $50,000 in student loans in two years. Or the family that decides to pay off their $200,000 home in 10 years instead of 30. It's not impossible -- I've talked to people who've done it. So what's required to take an ax to those kinds of balances? A really nice promotion? A generous inheritance? A diet of bread and water and zero fun? Actually, it's less revolutionary than you think, and far more rewarding. Read on to find out how they got it done.

Can’t stop coughing? Try these homemade cures

A lingering cough is an ongoing annoyance—to you, your family, your co-workers, commuters sitting near you on the bus, and practically everyone else within earshot. If cough syrup, a humidifier, and will power aren’t doing the job, you might want to try some of these home remedies: • Chew a little raw garlic, or ginger. • If you can’t stomach the thought of raw garlic or ginger, try chopping it up and adding it to some boiling water. Drink 2-3 cups a day.

Insanity is hereditary; you get it from your children. ~Sam Levenson

• Heat some honey over a low flame and mix in some chopped onion or garlic, then take just a spoonful. • Gargle with a mixture of warm water, lemon juice, a tablespoon of salt and a tablespoon of vinegar. If you’ve got a persistent cough that won’t quit, a visit to the doctor is in order to confirm you’re not suffering from something serious.

Who’s the best Mom? In honor of Mother’s Day, challenge yourself to match up this list of famous TV mothers with their offspring. Some are role models of excellent parent-child relationships. Others, not so much: 1. Kitty Foreman (That 70s Show) 2. Marion Cunningham (Happy Days) 3. Jill Taylor (Home Improvement) 4. Debra Barone (Everybody Loves Raymond) 5. Patricia Chase (My So-Called Life) 6. Joyce Summers (Buffy the Vampire Slayer) 7. Nancy Botwin (Weeds) 8. Norma Arnold (The Wonder Years) 9. Jackie Peyton (Nurse Jackie) 10. Elyse Keaton (Family Ties)

a. Buffy, Dawn b. Kevin, Karen, Wayne c. Angela, Danielle d. Richie, Joanie e. Brad, Randy, Mark f. Alex, Mallory, Jennifer, Andrew g. Eric, Laurie h. Fiona, Grace i. Silas, Shane j. Michael, Geoffrey, Ally

Answers: 1 (g); 2 (d); 3 (e); 4 (j); 5 (c); 6 (a); 7 (i); 8 (b); 9 (h); 10 (f)

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