Issuu on Google+

We specialize in writing all types, sizes and classes of transportation QQ

Business Auto

QQ

Dump Trucks

QQ

Owner Operators

QQ

Contractors

QQ

Fleets

QQ

QQ

Courier Services Church Vans Day Care Vans

QQ

Hotshots Limousines Logging

QQ

Social Services Truckers (Local / Intermediate / Long Haul)

QQ

Wreckers

QQ QQ

QQ QQ

Speed to market is vital in today’s world. Our “In-house” underwriting and pricing authority through A rated carriers allows us to offer immediate quotes and binders.

Whatever road your client is on ... we have you covered.

Call Us Today!

Serving The Transportation Industry Since 1946 EDWIN M. ROLLINS COMPANY A Subsidiary of Risk Placement Services, Inc.

800.432.7715 www.RPSins.com Summer 2013 • South Carolina Agent & Broker

3

SUMMER 2013

Independent Insurance Agents & Brokers of South Carolina PO Box 210008, Columbia, SC 29221 800 Gracern Road, Columbia, SC 29210 803-731-9460 803-772-6425 (fax) e-mail: information@iiabsc.com

Contents

IIABSC Staff

Palmetto Partners Program 22 IIABSC Executive Leadership Program 23 Project CAP: Upgraded Agency Locator Tool on Trusted Choice.com 24 Young Agents Scholarship Golf Tournament Photo Recap 26 IIABSC 115th Annual Convention “Red Carpet Experience” 28 We Don’t Sell Smart Phones...We Sell Insurance 30

Laura D. Cornell, CIC Director of Insurance Programs ext. 1227 or 803.760.1227 lcornell@iiabsc.com

Trusted Choice® and Make-A-Wish Team Up to Grant Kids Wishes 33 GROW: Generating Revenue Online Workshop Photo Recap 34

Megan Huebner Director of Events & Membership ext. 9463 or 803.731.9463 lmhuebner@iiabsc.com

Martha Lavigne Administrative Assistant ext. 9461 or 803.731.9461 mlavigne@iiabsc.com

Member News 35 IIABSC Education & Events Calendar 36 2013 Board of Directors and Executive Committee 38

Advertiser Index

Amerisafe 18

Johnson & Johnson

20, 21

Anderson and Murison

29

Lighthouse Property Insurance

17

Assure Alliance

25

M. J. Kelly of South Carolina

35

Bankers Insurance Group

37

NetComp 35

Builders Mutual Insurance

7

Preferred Specialty

39

Burns & Wilcox

5

Prime Rate Premium Finance

12

FCCI Insurance Group

29

RPS Rollins

South Carolina Agent & Broker is the official magazine of the Independent Insurance Agents and Brokers of South Carolina and is published four times annually. IIABSC does not necessarily endorse any of the companies advertising in this publication or the views of its writers.

GUARD Insurance Group

25

Summit Marketing Services

38

InSite Support Services

18

TAPCO Underwriters

27

ISU Agency Network

15

The National Security Group

13

Articles and information published in this magazine may not be reproduced without written consent of the IIABSC. South Carolina Agent & Broker is not responsible for unsolicited manuscripts, art or photography. The publisher cannot assume responsibility for claims made by advertisers and is not responsible for the opinions expressed by contributing authors.

JM Wilson

27

UPC Insurance

40

2

Utica National

29

For more information on advertising, contact Jim Aitkins Blue Water Publishers, 22727 - 161st Avenue SE Monroe, WA 98272 360-805-6474 fax: 360-805-6475 jima@bluewaterpublishers.com

4

8

Palmetto Partners Spotlight: Grayson King, Johnson & Johnson 19

Beth Chastie Vice President of Administration & Finance ext. 9462 or 803.731.9462 bchastie@iiabsc.com

Jessica Martinez Customer Service Representative ext. 1225 or 803.760.1225 jmartinez@iiabsc.com

Message from the National Director

Seven E&O Considerations When Using Carrier Service Centers 16

Rebecca H. McCormack, CPCU, CIC, AAI Vice President ext. 1238 or 803.760.1238 bmccormack@iiabsc.com

Mary A. Ellis Professional Development Administrator ext. 1219 or 803.760.1219 mellis@iiabsc.com

6

ACT: Grow Your Agency By Tracking Key Metrics 11

G. Frank Sheppard, AAI President ext. 1239 or 803.760.1239 fsheppard@iiabsc.com

Anita J. Trevino Director of Communications ext. 1237 or 803.760.1237 atrevino@iiabsc.com

Message from the Chairman of the Board

South Carolina Agent & Broker • Summer 2013

Jackson Sumner & Associates

3

[Cover image credit: ©Zlee01 Dreamstime.com] Ahhh... it’s summertime in South Carolina! Sure it’s so hot we can hardly stand it, but our beaches are some of the best in the country. Summertime is why we’re here. So grab a cold one, and enjoy it!

Our expertise is the key to gaining access to exclusive markets.

HEALTHCARE PROFESSIONALS AND ORGANIZATIONS

Enter exclusive markets for healthcare entities through our relationships with over 50 carriers. Whatever the diagnosis, our expertise delivers the fastest quotes. Take advantage of our experience to cover everything from medical malpractice to general liability without any gaps. Why let anything stand between you and the coverages your clients need? At Burns & Wilcox, we make the hard-to-place easy. Charlotte, North Carolina | 704.525.1152 | toll free 800.999.3434 fax 704.525.7399 | charlotte.burnsandwilcox.com Greensboro, North Carolina | 336.834.8778 | toll free 866.832.4979 fax 336.834.9066 | greensboro.burnsandwilcox.com Morehead City, North Carolina | 252.726.8992 | toll free 800.498.1600 fax 252.726.9484 | moreheadcity.burnsandwilcox.com Myrtle Beach, South Carolina | 843.651.3271 | toll free 800.849.3271 fax 800.354.3573 | myrtlebeach.burnsandwilcox.com

Commercial | Personal | Professional | Brokerage | Binding | Risk Management Services

5

IIABSC Chairman of the Board Ashley Brady, CIC

T

Why you should co-brand your agency with Trusted Choice® Are you maximizing your membership investment?

o consumers, members of our association are known as Trusted Choice® agents, not as IIABSC or Big “I” members. The Big “I” name definitely means something within the industry and the halls of our government. But unless your clients work in public policy, chances are that they’ve never heard of us, nor do they understand what membership in our association says about your agency as a business. Trusted Choice® was created to address this problem. It is the brand of independent insurance agents, created after extensive consumer research by our national association. The name alone highlights the benefits of working with an independent agent – he or she is a “trusted” advisor and advocate who can offer a “choice” of products and services. What branding really means and the power of numbers A marketing brand conveys the promise of performance, quality or purpose. It is the relationship between a consumer and a product, service or company. It is for these reasons that the brand revolves around the Trusted Choice® Pledge of Performance (view the Pledge on page 32). It outlines the ways that Trusted Choice® agents promise to treat each consumer like the individual that they are, by offering choices to suit their individual needs and to focus on the relationship aspect of our industry that consumers value. The whole purpose of association membership is to unite an industry and create a collective voice in matters that affect us. Our unifying consumer brand offers that same power in numbers as well. The combined efforts at the state and national levels plus each agency at the local level generate millions of consumer impressions. National investments, IIABA Our national association invests in both traditional advertising campaigns and online marketing for the connected generation. Just about every message directs consumers to TrustedChoice.com, where they can find a wealth of uncomplicated insurance information or search for their local Trusted Choice® agent. Hopefully by the end of the year, SC consumers will also be able to submit their information securely for a personal-lines quote from participating carriers and select a local Trusted Choice® agent with whom to proceed. (Learn more about Trusted Choice® and Project CAP on page 24). National also has a Trusted Choice® website for agents, trustedchoice.com/agents, that offers several branding how-to manuals, as well as traditional public relations and advertising 6

South Carolina Agent & Broker • Summer 2013

templates to customize for your agency’s local use. Your agency may use any online content from the consumer website in your own online communications with consumers. There is even code your website developer can use to have select consumer content appear on your pages and updated automatically on a monthly basis. The national association also offers financial assistance in your branding efforts through the marketing reimbursement fund. Each agency is eligible to apply for up to $500 annually to supplement agency advertising activity in the local market or other brand exposure with new agency signage, letterhead, business cards or your website. Learn more at trustedchoice.com/mrp. State investments, IIABSC In addition to everything national does, IIABSC commits $50,000 annually to complement the national reach of Trusted Choice® and make it specific to South Carolina. We’ve been accomplishing those goals lately through a partnership with Make-A-Wish South Carolina. Schools and colleges who sponsor a wish child and fundraise receive a surprise visit from their local Trusted Choice® agents during their presentation ceremony. The agent announces matching funds to boost their fundraising efforts. What agents can do on the local level What can you do to further the brand? Well, I recommend you start by putting the Trusted Choice® logo and the Pledge of Performance on your agency website and/or social media profiles with a link back to TrustedChoice.com. Those agents who are already engaging with clients through traditional media and online content could include the Trusted Choice® logo and include links to related articles on the consumer site. They could also sprinkle in references to our brand and the Pledge of Performance in your independently created content. (View “We Don’t Sell Smartphones...” on page 30 for an example of how to do this). Whatever you decide to do, the bottom line is that if you aren’t co-branding your agency with Trusted Choice®, then you aren’t getting your full benefits of association membership. Participation is a winwin because it gives your agency a starting point and path to creating your own brand, and it builds our brand by adding more consumer impressions. Your agency benefits once again from the power of numbers that comes from association membership, and it brings a national presence to your agency and hometown.

EXPERTISE YOU CAN LEVERAGE. , IT S THAT SIMPLE.

For nearly 30 years, Builders Mutual速 has been exclusively dedicated to the construction industry. Risk management consultants and Builders University速 courses are available to help your customers protect their bottom line. When you combine our industry expertise with time saving tools like BOB 2.0, the insurance choice is simple.

Login today at buildersmutual.com. And connect with us on Facebook.

National Director Jon A. Jensen, AAI, AIP

I

National Legislative Conference: The Big “I” Lobbies Congress

n April a group of IIABSC agent members joined close to 1,000 other agents and brokers at the Big I national legislative conference and met with each of the SC Congressional delegation and their staffs. We discussed the issues below. As the National Big “I” Governmental Affairs Chairman it was my honor to testify before Congress from the independent agent’s point of view on several of these issues. It was also up to me to review the issues for conference attendees before they headed off to Capitol Hill on close to 400 meetings of their own. Agent licensing reform Because past attempts to reform non-resident licensing have not been successful, IIABA is strongly encouraging Congress to pass S. 534/H.R. 1155, the “National Association of Registered and Brokers Reform Act (NARAB II),” and we expressed its importance to our SC legislators. This bill, which passed the U.S. House the past two years, would establish an entity authorizing agents to sell, solicit, negotiate, effect, procure, deliver, renew, continue or bind insurance in any state to which they apply and pay required licensing fees. Agents involved in NARAB would be exempt from the following requirements outside of their home state: • complying with additional CE requirements; • obtaining a nonresident business entity license; • complying with discriminatory laws and regulations; • registering as a foreign company. NARAB II would improve the state-based system of insurance regulation by providing complete, nonresident licensing reciprocity through a board of state commissioners and industry representatives. I testified before Congress in support of this legislation earlier this year, but more co-sponsors and support for this bill is needed. As of early June, the Senate bill had moved out of subcommittee to go before the full Senate for consideration.

8

South Carolina Agent & Broker • Summer 2013

Terrorism insurance We advocated for the passing of H.R. 508, the “TRIA Reauthorization Act of 2013,” which would provide for a five-year extension of this important program. The Terrorism Risk Insurance Act (TRIA) was enacted in November 2002 in response to the Sept. 11, 2001 attacks and the ensuing inability of the commercial property and casualty markets to underwrite terrorism risk. TRIA has been reauthorized in 2005 and 2007 and expires on Dec. 31, 2014. TRIA is a federal reinsurance backstop which would be “triggered” if there were $100 million in aggregate industry insured losses, limiting the federal government’s involvement only to large-scale attacks. If the $100 million threshold is crossed, each carrier would have a deductible equal to 20 percent of its commercial P&C premium written. Insurers would also be responsible for a 15 percent copayment for relevant losses, with the government picking up the other 85 percent up to the program cap of $100 billion. I testified before Congress in support of this legislation last year as well, during a subcommittee hearing held symbolically on the 11-year anniversary of the Sept. 11 attacks. The security TRIA delivers for the marketplace is important for the whole economy, just as important for small towns as big cities. Taxes IIABSC encouraged our congressional delegation to oppose any additional effort to raise taxes on individuals and small businesses as this will hurt job creation in this tough economic environment. Not only that, the gridlock in Washington over budgets and taxes has created uncertainty that translates into no new hiring on Main Street. Congress has expressed strong interest in rewriting the tax code with the goal of increasing simplicity and promoting economic growth. The Big “I” is encouraged by these discussions, but urges Congress to address rates for individuals and small businesses along with corporate rates. This step is so

important to the Big “I” because the majority of our member businesses file at individual tax rates since they are Subchapter S Corporations, Partnerships and Sole Proprietorships. The Big “I” believes that any tax code overhaul should provide simplification and certainty for individuals and small businesses, along with their C Corporation counterparts. Crop insurance While crop insurance is more important for our Midwestern agents, IIABSC still shared strong support for the Federal Crop Insurance Program (FCIP) and urged our elected officials to reject further cuts to the program as it considers a long-term Farm Bill. Over the past five years, crop insurance has already sustained severe cuts totaling $12 billion. We shared our opposition to S. 446/H.R.943, the “Crop Insurance Subsidy Reduction Act,” which would roll back crop insurance subsidies to pre-2001 levels and, thus, make policies prohibitively expensive for farmers who have already been hit hard by last year’s severe drought. We also shared our opposition to the unreasonable caps that were placed on agent commissions by the 2011 SRA. As of early June the Senate has passed S. 954, the “Agricultural Reform, Food and Jobs Act of 2013,” which eliminates the $5 billion a year in direct payments and places more emphasis on the Federal Crop Insurance Program as the primary risk management tool for America’s farmland. An amendment that would have stripped the FCIP of critical resources was overwhelmingly defeated in this Senate version. InsurPAC recognition IIABSC was presented its eighth consecutive InsurPAC Eagle Award (given to states that raise an average of more than $100 per agency) during the national legislative conference and convention held April 17-19 in Washington, D.C. Five states were presented with InsurPac Eagle Awards for 2012. North Dakota actually broke the $200 mark and set a new record with $207/agency average, followed by South Carolina ($129), Idaho ($110), Montana ($103) & New Hampshire ($102). Kenneth A. Finch, CPCU CIC CRM AAI of Countybanc Insurance in Greenwood was IIABSC’s 2012 InsurPAC chairman. On a personal note, you may have seen the recent announcement that I intend to run for election to the IIABA national Executive Committee. After much personal deliberation and encouragement from friends and colleagues, I have officially informed the national leadership that I will be a candidate in the next election for the national executive committee. It has been my great fortune to be involved with the Big “I” for most of my insurance career at both at the state and national levels. For those of you that know me personally, you understand how important the Big “I” has been to me personally

and professionally. I have been flattered by the encouragement to serve at a higher level. If elected, I pledge to serve the national association with the same energy and enthusiasm that I have given IIABSC in hopes of keeping the Big “I” THE association for independent insurance agents across the country. Thank you for your encouragement and support along the way!

IIABSC representatives display various recognition for involvement in national government affairs, including its eighth consecutive Eagle Award for InsurPAC contributions. (l to r.) Scott Moseley of Irmo Insurance, Ken Finch of Countybanc Insurance, Ashley Brady of First Charter Insurance and Gus Brabham of Frank B. Norris & Company.)

South Carolina agents before visiting SC Congressman on Captiol Hill. Jon Jensen of Correll Insurance Group, Ken Finch of Countybanc Insurance, Scott Moseley of Irmo Insurance, Ashley Brady of First Charter Insurance, Gus Brabham of Frank B. Norris & Company, Joey Powell of First Charter Insurance Summer 2013 • South Carolina Agent & Broker

9

Products, knowledge, and services. Sure, they’re important, but no insurance company can operate on the merits of these alone. You also need unwavering support. And with Liberty Mutual Insurance, that’s exactly what you get. We operate with one goal in mind – doing right by our valued agents, brokers, and mutual customers. That’s why we offer focused expertise for large, midsized and small commercial businesses. Our local decision-making authority and expertise enhanced by national capabilities and resources is what sets us apart. Learn more at libertymutualgroup.com/business.

© 2013 Liberty Mutual Insurance, 175 Berkeley Street, Boston, MA 02116

10

South Carolina Agent & Broker • Summer 2013

Grow Your Agency

& Improve Your Marketing by

Tracking Key Metrics By Chuck Blondino, Safeco Insurance

I

The author studied the differences between high-growth agencies in his territory and the others. He determined that a key differentiator is that the high-growth agencies tracked and acted upon key metrics relating to the origins of their business, close ratios, revenue/policies per client, retention and average client tenure. Based upon his research, the author then outlines twelve key metrics agencies should track to maximize their marketing efforts and grow their business. He also lays out how agencies can generate those metrics.

ndependent agents should be winning in the personal-lines marketplace, even dominating. Is there any other industry where companies selling just one option have a majority of the market share over other companies in that industry selling multiple options of the same product? Think of cars, ice cream or appliances. The company selling multiple brands consistently beats companies selling just one option. And yet, in the world of personal-lines insurance where independent agencies have multiple insurance carriers to choose from, independent agents have around 33 percent of the personal lines market share (A.M. Best 2011 data). It’s been this way for five years with almost no movement. Many agencies claim they’re growing a little, but it takes 1.7 percent growth per year just to keep up with the population increase and stay flat with market share (US Census Bureau, 2000 to 2010 population annual growth average). HIGH-GROWTH AGENCIES TRACK METRICS While most agencies change little in size of their personallines books, there are a select few high-growth agencies consistently increasing their total personal-lines books by 10 to 24 percent (Safeco NW Region top 25 personal lines high growth agencies study in 2011). Comparing the commonalities of these agencies, it’s clear that they stand out in their sales methods, training and support. One thing

was truly unique — these agencies tracked their marketing efforts and knew what was effective and what was not. For the purposes of this article I’ll keep the discussion to personal lines, but many of the tracking metrics that follow will work for commercial as well. Marketing an independent agency is different from marketing an insurance company. Large insurance companies need to drive greater name recognition. But like all small businesses, insurance agencies need to be more efficient, more cost effective. Simply put, your marketing efforts should be the result of knowing where your new business comes from and how much revenue you make from it so you can focus on how to drive in and keep more. KEY METRICS FOR GROWTH To gain back some of that market share, independent agents will need to get more effective with their marketing. Let’s take a look at what the high-growth agencies specifically track to help achieve their high-growth numbers. These tracking methods can help you grow too. These 25 agencies tracked 12 common items. They fall into three categories: new business, average revenue per client and retention. Here’s a look into each of the 12 along with a few key target examples so you can compare them with your agency. As you read through, put a mental check mark by all that you’re currently tracking. Summer 2013 • South Carolina Agent & Broker

11

NEW BUSINESS Item 1: Total new business items This item is easily tracked through agency management systems. Most agencies can say how many new policies were written, but it gets tougher from here. Item 2: Where each new policy comes from Here’s the big one. The most important question each person must ask on every call is, “How did you hear about us?” Everyone knows it. Without this, everything else falls apart. You can tell where the business comes from, which advertising dollars are most effective, where to focus your efforts and more just from this question. Once asked, then the tracking begins. The more detailed you get, the more you’ll learn. Here are 10 basic tracking categories: Total new business items – 1. # from cross sell efforts 2. # from client referrals 3. # from mortgage referrals 4. # from real estate referrals 5. # from walk ins 6. # from phone books 7. # from print ads

12

South Carolina Agent & Broker • Summer 2013

8. # from website 9. # from Facebook 10. # from other You can also track on a much deeper level. You can break out referral leads by each producer’s clients. You can track referrals by individual mortgage companies, real estate agencies, title companies and credit unions. This information helps you understand which centers of influence are high-quantity referral sources and thus where to spend time enhancing relationships. Or you can view the low-production sources, so you can either change focus or drop the lead source completely. Item 3: Close ratio by category Analyzing your close ratio by category can also be a big boost. It makes clear where you should spend your time once you know, for example, that your close ratios for mortgage companies and certain captive agent referrals are near 80 percent and other methods are at 25 percent. Some agents who track close ratios know that their client referrals are closing around 70 percent, while others know they close client referrals at 35 percent. Digging further, maybe those with the higher close ratios are only considering client referrals to be those where the person referred is calling for a quote. Those

with the lower close ratio may be accepting any name and phone number given by a client as a referral, but this means that the prospect may not be ready to look into insurance when you call, and the agency is spending resources to continue following up on each lead. Both methods can work, and several agents say that they want to encourage the behavior of giving any referral. But if you are tracking everything, at least you’ll know which ones are most effective. Item 4: Monthly close ratio by producer This number is an excellent training tool. If you know the agency average close ration is at 55 percent, but your three producers are closing at ratios of 70 percent, 50 percent and 35 percent, you’ll know where you should focus your internal sales training. Sounds easy, but you can’t do it if you don’t track individual close ratios! AVERAGE REVENUE PER CLIENT Item 5: Total premium Another easy item to track, this one needs to be done for all personal lines in the agency, not just by carrier, so compile the totals and read on.

Item 6: Total policies This item is also easy to track by totaling all of your policies by carrier into one agency number. Item 7: Total number of clients This number equates to total households. Pull the total number of addresses from your agency management system to get this tally. Item 8: Average number of policies per client Divide total policies into the total number of clients to get this number. This statistic is one of the most helpful to tell how your team is cross selling your book. A rough average of policies per client to use is 1.6. If you’re averaging 1.4, one of the first things you should do is a big cross-sell effort throughout your book. Cross selling boosts both new business and retention, so if your average policies per client are 1.6 or less, you should focus your marketing efforts here first. What is the high-end ceiling for average policies per client? Very few agencies average 3 or more policies per personal-lines client. It’s challenging to move your book one tenth of a point in this category. But if you track it monthly and can see growth over 3 months of 1.72, 1.73, 1.74, you know you’re making solid progress on cross selling.

Our cOmprehensive mOBiLe hOmeOWners insurance • 15% New Business Commission • Partnership Profit Sharing • 100,000 Maximum Policy Limits • 50+ Age Of Insured Discounts • Newer Home Discounts • Fast Online Quotes, Policies And Endorsements

reWarDs Our agents. National Security strives to provide competitive, affordable insurance for policyholders, but we also reward our agents with some of the highest commissions in the industry, a partnership profit sharing program and an award-winning web site that provides fast online quotes, policies, and endorsements. Find out more by calling 1-800-239-2358 x213 or visit us on the web at www.nationalsecuritygroup.com.

Elba, Alabama • 800-239-2358

Summer 2013 • South Carolina Agent & Broker

13

If not, you may want to do some cross selling mailings with phone call follow ups. Or it may show you need to do more internal sales training on cross selling to protect your clients properly. Item 9: Average premium per policy To find this amount, divide total premium by total number of policies. Item 10: Average revenue per client This item is more challenging, but it’s the jewel of tracking numbers for every agency. To determine the average revenue per client, multiply the average premium per policy by average policies per client. For example, if your average premium per policy is $1000, and your average policies per client is 1.6, then your average premium per client is $1600. Now multiply your average premium per client by your average commission. For example, $1600 average premium per client times your average commission of 13 percent would equate to average revenue per client like this: $1600 x .13 = $208 average revenue per client. What is a good target range for average revenue per client in personal lines? Heavy non-standard agencies selling mostly monoline auto would be in the $140 to $180 range. In low-catastrophe areas, average preferred agencies would see $190 to $240. In more affluent areas or places with increased catastrophe exposure, the average revenue per client would be higher, averaging $280 to $325 per client. Once you know this number and where your business comes from, you can easily track your return on investment. Agents who know these numbers are shooting for a 1:1 first-year return on all of their marketing. For example, if you’re spending $1000 per month on phone book ads and your average revenue per client is $200, then you know you need to write five new clients each month to get a 1:1 return. If you’re not, then you should consider shrinking your marketing in that area. If your newsletters are driving a 1:1 first-year return or better based on the increased referral traffic, then you know your marketing there is paying off. RETENTION Item 11: Retention for your entire book each month To determine your monthly average retention, you’ll need to know: • Total policies from 12 months ago • Total policies as of the last month end • New business total policies written over the past 12 months For example, let’s say 12 months ago you had 1000 policies. At the end of the 12 months ending last month, you had 1150 14

South Carolina Agent & Broker • Summer 2013

policies. Subtract the 250 policies you wrote new over the 12 months from the ending total of 1150, and you kept 900 or 90 percent of the original 1000. (Be sure you’re not counting rewrites as new!) Is focusing on retention worth it? Here’s how to find out. Multiply your current annual revenue by your current retention rate. Do that over 10 years. Don’t add in new business; just see what happens to your current book over 10 years. Then multiply the same starting annual revenue by a retention number three points higher over 10 years and calculate the difference. Here’s what it looks like for a $1 million revenue agency that moves its retention from 88 to 91 percent:

Item 12: Average length of time clients stay with you Determine the number of years each client has been with you (rounding to the nearest whole years as opposed to calculating months is easier). Add up all the years clients have been with you (a big number), then divide by the number of clients you have to calculate the average length of time clients stay with you. Excellent marketing tactics should deliver a $1.00 return for every $1.00 spent or better in the first year, but you get a much stronger picture for how profitable your marketing is when you know how long you retain your clients on average. Keep tracking each of these metrics and you’ll enjoy seeing how your monthly report card can drive growth and stronger profitability. Chuck Blondino is the Northwest Region Marketing Director for Safeco Insurance, Member of Liberty Mutual Group. Chuck wrote this article for ACT and he can be reached at Chuck. Blondino@Safeco.com. This article reflects the views of the author and is not an official statement by Safeco Insurance or by ACT.

The ISU Insurance Agency Network ROI* The Numbers Speak for Themselves 2012

2011

2010

527%

542%

ROI

ROI

628% ROI

2008

458% ROI

2009

430% ROI

*Return on Investment (ROI) = total membership fees paid by members divided by total paid to members.

The average ISU Member earned 628% MORE than they paid for membership. PLUS ISU Agency Network Members :  Own 100% of Their Book and Client Relationships  Receive 100% of Policy Commissions  Earn Profit Sharing from first dollar with NO Minimum Requirements  Receive Direct Access to Carriers  Offer Enhanced Client Services  Suffer NO contract termination fees or penalties nor Carrier access restrictions  Benefit From the Strengths and Resources of a National Organization  ISU - The Power of Independence and the Strength of Unity.  Over 150 offices and 1,700 professionals accessing over 300 Carriers nationwide

Go to www.Join ISU.com or call 877-500-4478

The ISU Agency Network Summer 2013 • South Carolina Agent & Broker

15

Seven E&O Considerations When Using

Carrier Service Centers

A Look at the Pros and Cons of Carriers Servicing Agency Customers

By SwissRe Claims Team

S

wissRe’s claims team was recently invited to tour the carrier service center of a large regional carrier. Their goal was to learn more about carrier service centers from an agency E&O perspective. Does using a carrier service center increase or reduce the agencies E&O exposure? What are some of the E&O considerations agents should keep in mind when working with service centers? The following are seven risk-management considerations they came up with after their tour. 1. Understand service center options Sometimes you need to go ahead and state the obvious, so the first step is to understand the services provided and specific interaction with your customers. Some carriers may offer to service all business while others may limit it to personal or commercial lines or accounts of a certain size. Another consideration is the quality of the staff, including their customer-service skills and insurance knowledge. How their systems integrate with the agency’s is also key. From there the agency can best analyze the costs and benefits of working with the service center.

16

South Carolina Agent & Broker • Summer 2013

2. Review the service agreement Take time to understand the service center agreement, paying close attention to the indemnity provisions. The agency should not be held responsible for errors made by the service center. Don’t be afraid to negotiate the indemnity provisions of the contract to protect the agency. 3. Transition of accounts Be careful during the transition. Agency procedures should be modified to reflect changes in the role of agency staff and clearly communicated to all employees. You don’t want customers falling through the cracks because agency staff thought the customer fell under the umbrella of the service center. In addition, customers need to be made aware of how working with a carrier service center will affect their needs including who to contact in specific situations such as claims reporting, coverage changes and payment of premium. Who will be answering coverage-type questions from the customer? Would the service center document coverage discussions with the customer? Better make sure in case an E&O claim is made for misrepresenting coverage. 4. Once it’s in the service center, keep it in the service center Even when clients have been moved to a service center, a good percentage of calls can continue to be received by the agency. Most account managers take these calls, rather than forwarding them to the service center. This practice results in ambiguity in regards E&O, as well as being a waste of time and money for the agency. It is important to make certain that any transition to a service center is complete. It is in these “shared” areas where it can be difficult to determine who made an error and whose E&O would apply in the event of a claim. 5. Out of sight, out of mind Customer insurance needs change over time, and agents can’t fall into the habit of

renewing accounts as is. How will the agency coordinate with the service center to offer additional coverage options or increased limits? Carrier service centers can relieve the agency of routine servicing contacts and give the agency time to reach out to the customer periodically for any changes in their situation or values that would translate to updated coverages and limits. It is also a good way to keep a connection with the customer and add value. 6. What if the client develops a need not covered by the carrier? Expanding on above, it is critical to understand how additional exposures will be discovered and managed if the carrier does not offer coverage. Whose responsibility is it to uncover exposures once the account is handled by the service center? How will exposures be addressed if the carrier does not provide coverage for them? (For example, RV, motorcycle, ATV, jet skis, etc.) 7. Translation of basic E&O risk management With your agency’s normal workflow and procedures, use basic E&O risk management processes such as E&O

There are some risks only a specialist should handle. Introducing a new residential homeowners policy from Lighthouse Property Insurance Corporation • Replacement Cost on Dwelling and Personal Property • Broad Range of Deductible Options and Payment Plans • Identity Theft and Food Spoilage Coverage Options available • Primary and Secondary/Seasonal residences are eligible Claims professionals are available 24 hours a day, 7 days a week. Lighthouse Property Insurance Corporation is an admitted property and casualty insurance company specializing in residential homeowners insurance. Lighthouse. Standing Tall. Guiding the Way.

Av ai No labl w! e

888.544.4885 | lighthousepropertyins.com

Summer 2013 • South Carolina Agent & Broker

17

coverage checklists signed by the customer, proposals containing disclaimers such as the need to read policies or to contact the agency if exposures change and thoroughly documented conversations with customers. How do these procedures translate to the carrier service center? Do they include disclaimers on their customer communications? Who’s reviewing policies for accuracy? Discuss with the carrier about incorporating these methods into their operations. They should be receptive because it helps reduce their E&O own exposure. Agencies need to analyze carefully the benefits and costs of doing business with carrier service centers. It starts with understanding what they offer and how the workflow affects the agency’s operation and the customers’ experience. Some carrier services centers may be better than others, and that will specifically influence whether working with a carrier service center increases your E&O exposure. At the end of the day, thoughtful consideration of integrating carrier service centers into agency operations will help the agency reduce its E&O exposure.

FOR THOSE WHO WANT TO TAKE THEIR BUSINESS TO THE NEXT LEVEL. MANAGE COST Improve cost effectiveness Apply money to core business Economy of scale

This article originally appeared on the Big “I” risk management website for SwissRe/Westport Big “I” Professional Liability program policyholders. The website includes information on E&O claims frequency, case studies, sample client letters, sample agency procedures and E&O self assessments. Logon to www.iiaba.net/eohappens using your IIABSC username and password.

www.insitesupport.com

MANAGE RISK Spreading of initial investment cost Avoid non- core capital investments

EXPEDITE EXECUTION

Accelerate speed to market Enhance product awareness Focus on core business competencies

STRATEGIC PLANNING Align your strategy with your business goals Enable business transformation Services are offered with:

Personalization and Customization, Licensed Agents, Calls Recorded, Real Time Reporting, Bi-Lingual Support Available

Call 1-866-446-3555 to schedule a consultation. We’ll design a plan around your strategy for retention and growth. 18

South Carolina Agent & Broker • Summer 2013

Palmetto Partners Spotlight:

Grayson King

FAMILY: My family means the world to me and I wouldn’t be where I am today without them. Both of my parents are pharmacists, and I am the oldest of three kids. My brother is a senior at the University of South Carolina and my sister will begin college at USC this fall. FIRST JOB: My first job was an Account Manager for a family-owned and -operated office-equipment company in West Columbia, SC. I started as an intern while I was still in college and after college for 6 months. I am so thankful for that first job because I was able to apply my Marketing/Management degree in a real-life business atmosphere. Besides, if you can sell a copier you can sell anything, right? UNUSUAL FACT ABOUT ME: I used to be an umpire for little league baseball. Growing up playing baseball competitively I didn’t have much time for a summer job. I passed my umpire certification when I was 15 and began to umpire little league games after and in between baseball tournaments. It was a rewarding experience, and I still like to demonstrate my strike three punch-out call! FAVORITE QUOTE: “Experience is what you get when you didn’t get what you wanted” --Randy Pausch FAVORITE SPORTS TEAM: As a graduate from the University of South Carolina, I am a huge South Carolina Gamecocks fan. Go Cocks! FAVORITE TRAVEL DESTINATION: My favorite place to travel outside of the United States is Costa Rica. I have been there twice, and the beautiful beaches

coupled with worldclass fishing makes it my favorite travel destination. HOBBIES: Since I grew up in Charleston, I love anything to do with the outdoors. Whether I am on the boat with friends or sitting in a deer stand, I feel blessed to have grown up in a place with so much to offer. MOST REWARDING PART OF MY JOB: The most rewarding part of my job is the opportunity to create relationships with so many different individuals in our industry. The insurance industry is based on relationships, and I enjoy cultivating these bonds. WHAT WOULD YOU SAY IS THE KEY TO MAINTAINING RELATIONSHIPS WITH YOUR CUSTOMERS? I think the key to maintaining relationships with my customers is delivering unparalleled service. Staying in front of customers on a regular basis and letting them know you are there to serve their needs. WHAT DO YOU THINK MAKES J&J STAND OUT FROM OTHER MGAS? I think our company culture makes us stand out amongst our competitors. Our culture is built on a set of unique core values. These core values define how we as a company approach our work every single day. We are hard-working, passionate and dedicated to being the No. 1 choice for providing insurance solutions. Summer 2013 • South Carolina Agent & Broker

19

Independent Insurance Agents & Brokers of SC

Palmetto Partners Program IIABSC offers a special thanks to our 2013 Palmetto Partners

The program was created as a simplified way for companies, brokers and vendors to support the association and all our major conferences and events on an ongoing basis.

Diamond Level

Johnson & Johnson United Property & Casualty IIABSC Agency

Platinum Level

Bankers Insurance Liberty Mutual Insurance Progressive Insurance

Gold Level

Jackson Sumner & Associates St. Johns Insurance Company

Silver Level

Bronze Level

Access Insurance Co. Auto-owners Insurance Company Berkley Mid-Atlantic Group, LLC Capitol Preferred Insurance FirstComp Foremost Insurance Group Hanover Excess & Surplus

AFCO/ Prime Rate Premium Finance American Strategic Insurance Frontline Homeowners Insurance Main Street America National Security Fire & Casualty Preferred Specialty, LLC RPS Continental Southern Cross Underwriters Travelers The Hartford J.M. Wilson Mid-Continent Group Phenix Mutual Fire Ins. Co. State Auto Insurance Companies Southern Insurance Underwriters Tapco Underwriters Download forms and program benefits at:

www.iiabsc.com/partners 22

IIABSC Executive Leadership Program A professional development program combining leadership training and development with problem-solving techniques for managementrelated issues. Perfect for all agency owners and managers or even young agents needing to practice their leadership skills. When: Hours: Cost: Where:

Four monthly sessions, held September-December 10:00 a.m. – 2:30 p.m. $250 per module or $900 for all four modules IIABSC office in Columbia, SC (800 Gracern Rd; Columbia, SC 29210)

• • • •

If you can’t measure it, you can’t manage it Communication and feedback Identifying de-motivators Rewards and recognition

Module Four, Dec. 11 Module One, Sept. 12 The responsibility of a leader • Good and bad bosses • The three roles of a manager • Success and motivation • Influencing behavior • Understanding the 21st century worker • Leadership self-assessment • Review of the ProfileXT results

Coaching for Improvement • Influence vs. authority • Addressing employee performance problems • The difference between coaching and counseling • Coaching and performance reviews • Knowing what to evaluate and measure Register now at www.iiabsc.com

Module Two, Oct. 10 Planning and managing tasks and responsibilities • Creating and analyzing the vision, mission, goals and objectives • Developing plans to accomplish goals • Improving planning skills • Developing systems and processes • Priorities and time management • Time Robbers – dealing with time wasters • Overcoming procrastination • Developing delegation skills

Module Three, Nov. 14 Understanding human behavior and motivating people • Self-image and success • Understanding motivational needs • Employee requirements and motivation • Understanding personality differences • Understanding differences in values • Motivation in sports

IIABSC’s Executive Leadership Program spring graduates and instructor Back row (l. to r.) Matt Wiseman; Ben Myers; Tracy Mau; Alice Seel; Reina Sowers; and Mark Maenche. Front Row (l. to r.) Bill Silcox; Kristie Hendrick; Gail Mishoe; Christina Barker; and Kymberley Bigda.

Summer 2013 • South Carolina Agent & Broker

23

Project CAP update:

Upgraded Agency Locator Tool On TrustedChoice.com

T

he long-anticipated launch of the new TrustedChoice.com with consumer portal is finally here. Known to agents as Project CAP, the major enhancements to our consumer website were designed to help independent agents attract and connect with today’s online insurance consumers. The new website’s purpose is to secure the Trusted Choice® brand in the insurance consumer’s mind and address their desire for better information, choice and service. Now available is the “smart search” capabilities of the agency locator tool when a consumer searches for insurance in your area. It used to be that they could only search by zip code, but now they can narrow their results to agencies that carry the coverage they’re seeking, offer discounts

24

South Carolina Agent & Broker • Summer 2013

they may qualify for or other preferences such as extended service hours or languages spoken. IIABSC/Trusted Choice® member agencies that wish to participate in the advanced “smart search” agency locator tool (and the online rate comparison platform once available) must register at projectcapmarketing.com and complete their online agency profiles, even if they’ve already signed up for other Project CAP services. Profile pages include an “About Our Agency” descriptor to establish their own brand identity and image such as their building, logo, leadership, staff, etc. Use your same IIABSC website login information. An on-demand training webinar about how the portal works, setting up your agency’s profile and other things your staff needs to know about handling incoming prospects is available on the Project CAP website, projectcapmarketing.com. Slated for later this year in South Carolina is the online rate-comparison platform that will allow consumers to securely submit for a quote from your participating appointed carriers. In addition to making their online search easy and efficient, it will help differentiate independent agents from direct writers by highlighting an agent’s ability to offer more choices and solutions for a customer’s risk-management needs.

www.assurealliance.com www.assurealliance.com 1-855-3-ASSURE 1-864-541-0168 *Insurance Journal’s “Top 100 of 2011”

®

a Berkshire Hathaway company A strong company just got stronger!

We are proud to have joined the Berkshire Hathaway Group – and give you one more reason to consider requesting a GUARD agency appointment. Visit www.guard.com/apply or call 800-673-2465, ext. 4567! Property and casualty insurance for small- to mid-sized employers – workers’ compensation coverage is our traditional specialty.

Summer 2013 • South Carolina Agent & Broker

25

Young Agents Scholarship Golf Tournament

Wildewood Country Club, Columbia Hole Sponsors

Bankers Insurance Group BELFOR Property Restoration Genessee General The Hartford IIABSC Agency J.M. Wilson Jackson Sumner & Associates Johnson & Johnson Liberty Mutual Preferred Specialty Preferred Reinsurance Intermediaries Progressive PuroClean Disaster Restoration Services Safeco Insurance Co. SERVPRO Fire & Water St. John’s Insurance Company United Property & Casualty

Additional Sponsors

Jackson Sumner & Associates Johnson & Johnson Peoples Underwriters, Inc. Preferred Specialty SERVPRO Fire & Water

April 30, 2013

2013 tournament champions: Brian Knapp, Bobby Bryant, David Weber, Andrew Nason. Not shown: Long-drive winner Cecilia Fournil, Closest-to-the-pin winner Jewell McLaurin. Tournament proceeds go towards Young Agent Scholarships to pursue designations and attend the national legislative conference in Washington, D.C.

RELATIONSHIPS IT’S WHY WE STAND OUT FROM THE CROWD

“I’m a mom, and for me excellent communication is important. The same holds true for my role as a Bond Underwriter. Developing personal relationships with our customers is essential— it’s who we are.”

Lessor’s Risk coverage

in a five-minute phone call.

Call. Quote. Bind. Using TAPCO’s courteous and prompt call center, Lessor’s Risk coverage can be quoted, bound and delivered to your e-mail inbox quickly and accurately during one five-minute phone call.

CGL Coverage Available: • • • •

Primary Limits up to $3 million Occurrence/Aggregate $5,000 Medical Payments Coverage Additional Interests Excess or Umbrella Limits up to $5 million

Property Coverage Available: • • • • • • • •

Robyn Shepherd

Building Contents Business Income Basic, Broad or Special Form Replacement Cost or Actual Cash Value Equipment Breakdown Computer Equipment Outside Signs

* Available coverages and markets may vary dependent upon risk characteristics.

Bond Underwriter—professional listener and “customer care” expert Connect with Robyn on LinkedIn!

The TAPCO Service Pledge • “A”-rated non-admitted carrier • Competitive pricing • Fast policy turnaround • In-house financing available

• $10 credit to your personalized TAPCO EZ Bucks Visa debit card with each policy • Visa, MasterCard and ACH payments accepted

• Quick claims handling

1,000 Strong

More than 1,000 classes of P&C business written under binding authority.

Managing General Agency Since 1920 Property/Casualty • Professional Liability • Surety Commercial Transportation • Personal Lines • Premium Finance

800.538.4796

jmwilson.com

800-334-5579 www.gotapco.com

Summer 2013 • South Carolina Agent & Broker

27

presents their 115th Annual Convention...

Red Carpet Experience Let your star shine! Oct. 13-15

Grove Park Inn

Networking & Exhibit Hall: We are expecting 65 exhibitors in this year’s exhibit space. Sunday provides an entire afternoon and evening of networking with company reps, vendors and your fellow agents in the exhibit hall and welcome reception. Local sights & free time: Asheville in October is a breath-taking sight for sure. We negotiated a special rate for convention attendees to enjoy the Grove Park Inn during peak season. Activities planned include the Henry G. Turner golf tournament onsite at the Grove Park course, offsite spouse/guest tours and plenty of time in which to enjoy the location. Education opportunities: There are several great sessions planned. See full agenda on our website.

All registration now open:

www.iiabsc.com Don’t miss the Grove Park Inn at peak season... 28

South Carolina Agent & Broker • Summer 2013

11716 WA IIABA ad.pdf

1

12/18/12

3:55 PM

Personal Umbrella endorsed by IIABA

C

M

Y

CM

MY

CY

...WITH PRODUCTS AND SERVICE THAT WILL STAND THE TEST OF TIME. Let’s face it. As an independent agent, you’re looking for a company that’s in it for the long haul, not a “here-today-and-on-to-something-else-tomorrow” carrier. We’ve been writing through the independent agency system almost back to our founding in 1914. We consider the agent a customer of our company. We’ve got a tremendous selection of “niche” commercial lines products, and we’re a great market for general commercial business as well. Along with custom coverages, your clients get specialized risk management services to help preserve life and property and keep insurance affordable, along with claims service that’s fast, fair and friendly from claims people who know these classes of business. We offer our agent-customers competitive commissions and a great contingency commission program as well – all with the goal of helping you build sales and build revenue.

CMY

K

Your clients come in all kinds of shapes, sizes and exposures. They all have different risks but they all look to you, their broker, for cost effective coverage. A&M has A-rated admitted and non-admitted multi-markets to cover your client's needs. We make it simple. We make it easy. We make it fast. Get covered by the A&M Umbrella Man — One Application. Multiple Quotes

Carve your niche – Get to Know Utica! Call me today to find out what Utica can add to your agency!

(800) 234-6977

Matt Lupino — Resident Senior Vice President Utica National Insurance Group 1100 Boulders Parkway, Suite 300, Richmond, VA 23225 Phone: 804-560-6620 • Matt.Lupino@uticanational.com

www.andersonmurison.com

or Fax: (323) 255-0957 800 W. Colorado Blvd. Los Angeles, CA 90041 California License #0323106

Summer 2013 • South Carolina Agent & Broker

29

By Joseph P. Stringer, CIC, CRM Anderson Insurance Associates, LLC

I

We don’t sell smart phones.

We sell insurance.

was recently asked to act as an expert witness in an Errors and Omissions case against a direct writer. My role was to testify as to the professional standards of practice and the duties of the agent to his client that are required by South Carolina’s legal definitions of agent, broker and agency. At the end of the deposition, the attorney for the company referred to my statement that the agency had not fulfilled its duty to the insured in that they had written auto limits that were seriously deficient for the purpose of meeting the insured’s needs. Here was our exchange: Attorney: You testified that this agent violated his responsibility to his client by writing limits of $25,000/$50,000/$25,000 for the client. Yet, these limits are fully approved by the Department of Insurance for this state. Are you stating that ANY insurance agent who writes these limits for his clients is not fulfilling his obligation and duty to his clients? Stringer: Yes. That was the end of the deposition, but I think there is more we need to understand about the duties we have as agents. Our duty as professional insurance agents is established legally for us and is also a moral duty required of us. We are

30

South Carolina Agent & Broker • Summer 2013

not selling a commodity. Though many companies advertise insurance as if it were an item to purchase and most of our clients want to treat it as such, we know insurance is not a type of goods. We don’t sell smart phones. If I sold smart phones and the product did not address the buyer’s needs, the most my client might lose is $500, or they might be inconvenienced. I sell something entirely different, however. I sell insurance. If my product does not meet the buyer’s needs, he could lose everything he owns: his life savings, future earnings, his property and assets. As insurance agents, our business is to make people whole again. After the fire, the collision or the injury, our client expects our policy to respond. They expect us to help them recover their lost property, pay for the injury they caused others and pay for medical help and lost earnings. We know that we can’t fulfill every claim, that there are limitations and exclusions and that the client often doesn’t want to buy what he needs. Knowing that, it is still our moral obligation to educate him, advise her and help them understand to the best of our ability. To return to the question the attorney asked me and my answer: Is selling an auto policy with minimum limits serving our clients? No. That policy is a lie. It gives the impression that the buyer is “covered” for auto insurance. Yet, one accident with two people injured in the other auto

will exhaust the limits of $25,000/$50,000/$25,000 in twentyJoseph Stringer, CIC, CRM has worked in insurance and risk four hours. After that the client is responsible to pay any management for the past 30 years, 25 in the Charleston area. remaining damages from his own assets until they are exhausted. He works with both personal- and commercial-lines clients at With those limits in place, such a scenario can and does bankrupt the Anderson Insurance Associates in Charleston. He is actively people every single day in this state. involved in coordinating the Charleston County Emergency There are three kinds of insurance agents. The first is only Management Division/Chamber of Commerce business hotline, selling insurance for profit. He takes the opportunity to sell and has served on several local industry boards. Contact him at whatever makes him money. He says “if the client is too stupid jstringer@aiasc.com. or cheap to buy the right policy, that’s his problem.” The second is more considerate of ® his clients and tries to make sure they are covered, if only to protect himself from potential lawsuits. He fulfills the letter of the law, but still is focused more on himself than on the best interest of the client. Trusted Choice® agencies are insurance and financial services firms whose ® The Trusted Choice agent, the access to multiple companies and commitment to quality service enable us to offer our clients competitive pricing, a broad choice of products and Independent Agent who focuses on his unparalleled advocacy. clients, their needs and the protection of their assets, is the third type of agent. For As a Trusted Choice® agency, we are dedicated to you and are committed us, insurance is more than making money, to treating you as a person, not a policy. This commitment means we shall: more than just a business. It’s a vocation.

Trusted Choice Pledge Of Performance

We seek what is best for our clients. We hold ourselves and our clients to a greater standard. We educate them on the reasons why they need more coverage than they think. We explain the complexities of the policy and make the issues real. Ultimately, that very client may reject our recommendations. Yet, we are still responsible to ourselves and to that client to map out the alternatives. If they still reject the recommendation, get it in writing. And there are many times where the best choice we could make is to ask that potential client to go elsewhere, because the very act of insuring him would likely jeopardize our ability to properly insure other clients. The essence of The Trusted Choice® Pledge of Performance is a promise. The promise that we are committed to “Work with you to identify the insurance and financial services that are right for you, your family or your business…” If we are to fulfill that promise we need to focus always on our clients’ best interest. Let’s make that our primary and only focus in living up to the calling of being “Trusted Choice®” agents and brokers. 32

South Carolina Agent & Broker • Summer 2013

Work with you to identify the insurance and financial services that are right for you, your family or your business and use our access to multiple companies to deliver those products.

Guide you through the claims process for a prompt and fair resolution of your claim.

Help you solve problems related to your coverage or account.

Explain the coverages and options available to you through our agency, at your request.

Return your phone calls and e-mails promptly and respond to your requests in a timely manner.

Provide 24/7 services for our customers, offering any or all of the following: emergency phone numbers, Internet account access, e-mail and call center services.

Use our experience and multiple company relationships to customize your coverage as needed.

Commit our staff to continuing education so they may be more knowledgeable in serving you.

Treat you with respect and courtesy.

Conduct our business in an ethical manner.

We pledge this to you, our clients and ask that you let us know if we fail to meet our commitment, so we may take corrective action.

33

The GROW program is a marketing workshop designed for insurance professionals looking to grow their client relationships and generate revenue from online activity.

Generating Revenue Online Workshop held May 4 in Columbia, SC

IIABSC can help overcome the hurdles of marketing to the connected generation 34

South Carolina Agent & Broker • Summer 2013

with Jason Cass & Ryan Hanley

Member News Welcome New Agency Members The Blanton Company Florence

Mims-Garrett Insurance Services Moncks Corner

Grand Strand Insurance Services Myrtle Beach

RA Dextraze & Associates Hilton Head Island

Kinghorn Insurance Agency, LLC Hilton Head Island

Radius Insurance Agency, LLC Fort Mill

Welcome New Associate Members

Taylor Agency Opens New Branch Location IIABSC member the Taylor Agency, based in Charleston, has opened its sixth location! The new location is nearby in Mt. Pleasant. The Taylor agency has four other branch locations in Daniel Island, Johns Island, Summerville and Orangeburg.

Commercial Rating Solutions Greer USG Insurance Services Charleston

Summer 2013 • South Carolina Agent & Broker

35

Calendar View up-to-date calendar, course descriptions and register using our online Education & Event Calendar at www.iiabsc.com/education

m m

CLASSROOM COURSES WEBCAST/WEBINAR - no test required for CE Credit

August

11 11 12 12 12 17 17 17 17 18 19 19 19 24 24 24 24 25 26 26

1 6 6 8 9-11 12 13 13 14 14 14 15 15 15 15 15 15 15 15 19 20 20 20 21 21 22 22 23 27 27 28 29

CISR: Personal Lines Management, 7 hrs. P&C, Rock Hill E&O Risk Management Webinar – Part II, 3 hrs. Ethics E&O Risk Management Webinar – Part I, 3 hrs. P&C Retirement Planning and Annuities, 2 hrs. L&H IIABSC Young Agents Conference, Myrtle Beach Surplus Lines License Review Course, 3 hrs. P&C Commercial Lines Claims that Cause Problems, 2 hrs. P&C National Healthcare Reform – Part I, 2 hrs. L&H AIAM Day 5, 6 hrs. P&C, Hilton Head COPE: Property Underwriting & Effective Loss Control, 2 hrs. P&C Building Codes are BAD for your Insureds, 2 hrs. P&C Agency-Management-Based E&O and Ethics, 3 hrs. Ethics CISR: Personal Residential Property, 7 hrs. P&C, Charleston E&O Risk Management Webinar – Part I, 3 hrs. P&C E&O Risk Management Webinar – Part II, 3 hrs. Ethics Certificates of Insurance, 3 hrs. P&C Liability Issues to Worry About, 2 hrs. P&C Top 5 Uses for Life Insurance, 2 hrs. L&H National Healthcare Reform – Part II, 2 hrs. L&H L&H Concepts, Money in Retirement Accounts, 6 hrs. L&H, Greenville Education Awards Luncheon, Columbia Hot Topics in Personal Lines, 2 hrs. P&C Ethics & Business: Is This an Oxymoron?, 3 Ethics CISR: L&H Essentials, 7 hrs. L&H, Columbia Flood Insurance Basics, 3.hrs. P&C Estate Planning, Alternative Health Plans, 6 hrs. L&H, Columbia Est. Planning Techniques: Gifts Trusts & Life Ins, 2 L&H L&H Concepts, Money in Retirement Accounts, 6 hrs. L&H, Charleston National Healthcare Reform – Part I, 2 hrs. L&H Personal Lines Claims that Cause Problems, 2 hrs. P&C Directors & Officers Liability Insurance, 2 hrs. P&C National Healthcare Reform – Part II, 2 hrs. L&H

September 3 3 5 5 9 10 10 10

36

E&O Risk Management Webinar – Part II, 3 hrs. Ethics E&O Risk Management Webinar – Part I, 3 hrs. P&C CISR: Personal Auto, 7 hrs. P&C , Greenville AIAM Day 5, 6 hrs. P&C, Columbia Surplus Lines License Review Course, 3 hrs. P&C Retirement Planning & Annuities, 2 hrs. L&H Business Auto Claims that Cause Problems, 2 hrs. P&C National Healthcare Reform – Part I, 2 hrs. L&H

South Carolina Agent & Broker • Summer 2013

CISR: Personal Auto, 7 hrs. P&C , Columbia AIAM Day 1, 7 hrs. P&C, Greenville National Healthcare Reform – Part II, 2 hrs. L&H Agency-Management-Based E&O and Ethics, 3 hrs. Ethics Executive Leadership Program Session 1, Columbia Certificates of Insurance, 3 hrs. P&C Business Income: Beyond the Basics, 3 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C Insurance and the Property Lease, 2 hrs. P&C E & O Risk Management, 3 hrs. P&C, 3 hrs. Ethics, Hilton Head E&O Risk Management Webinar – Part I, 3 hrs. P&C E&O Risk Management Webinar – Part II, 3 hrs. Ethics CISR: Commercial Property, 7 hrs. P&C, Hilton Head AIAM Day 4, 2 hrs. P&C, 4 hrs. Ethics, Charleston Those Kids and their Cars, 2 hrs. P&C Ethics & Business: Is this an Oxymoron?, 3 hrs. Ethics National Healthcare Reform – Part I, 2 hrs. L&H CISR: William T. Hold Seminar, 8 hrs. P&C, Charleston Hot Topics in Personal Lines, 2 hrs. P&C National Healthcare Reform – Part II, 2 hrs. L&H

October 1 1 1 2-4 8 8 10 10 10 10 10 13-15 14 15 15 15 16 17 17 17 22

E&O Risk Management Webinar – Part I, 3 hrs. P&C E&O Risk Management Webinar – Part II, 3 hrs. Ethics CISR: Commercial Property, 7 hrs. P&C, Myrtle Beach CIC: Life & Health, 20 hrs. L&H, Myrtle Beach Ethics & Business: Is this an Oxymoron, 3 hrs. Ethics National Healthcare Reform – Part I, 2 hrs. L&H Retirement Planning and Annuities, 2 hrs. L&H Certificates of Insurance, 3 hrs. P&C Liability Issues to Worry About, 2 hrs. P&C National Healthcare Reform – Part II, 2 hrs. L&H Executive Leadership Program, Session 2, Columbia IIABSC Annual Convention, Asheville, NC Surplus Lines License Review Course, 3 hrs. P&C Building Codes are BAD for your Insureds, 2 hrs. P&C COPE: Property Underwriting & Effective Loss Control, 2 hrs. P&C Commercial Lines Claims that Cause Problems, 2 hrs. P&C CISR: William T. Hold Seminar, 8 hrs. P&C, Florence Top 5 Uses for Life Insurance, 2 hrs. L&H E&O Risk Management Webinar – Part II, 3 hrs. Ethics E&O Risk Management Webinar – Part I, 3 hrs. P&C CISR: Elements of Risk Management, 7 hrs. P&C, Columbia

22 23-24 24 25 29 29 29 31

Agency-Management-Based E&O and Ethics, 3 hrs. Ethics Personal Lines Nuts & Bolts, 12 hrs. P&C, Columbia Est. Planning Techniques: Gifts Trusts & Life Ins, 2 hrs. L&H Directors & Officers Liability Insurance, 2 hrs. P&C E & O Risk Management, 3 hrs. P&C, 3 hrs. Ethics, Charleston Personal Lines Claims that Cause Problems, 2 hrs. P&C National Healthcare Reform – Part I, 2 hrs. L&H National Healthcare Reform – Part II, 2 hrs. L&H

November 5 5 5 5 5 6 6 6-8 11 12 12 12 13 13 13 14 18 19 19 21 21 21 21 25

CISR: William T. Hold Seminar, 8 hrs. P&C, Rock Hill E&O Risk Management Webinar – Part I, 3 hrs. P&C E&O Risk Management Webinar – Part II, 3 hrs. Ethics Business Auto Claims that Cause Problems, 2 hrs. P&C Certificates of Insurance, 3 hrs. P&C CISR: Commercial Casualty-1, 7 hrs. P&C, Greenville CISR: Commercial Causalty-2, 7 hrs. P&C, Columbia CIC: Commercial Casualty, 20 hrs. P&C, Hilton Head Surplus Lines License Review Course, 3 hrs. P&C CISR: Commercial Casualty-1, 7 hrs. P&C, Charleston Insurance and the Property Lease, 2 hrs. P&C Ethics & Business: Is This an Oxymoron?, 3 hrs. Ethics CISR: Personal Lines – Miscellaneous, 7 hrs. P&C, Myrtle Beach Business Income: Beyond the Basics, 3 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C Executive Leadership Program Session 3, Columbia Hot Topics in Personal Lines, 2 hrs. P&C E & O Risk Management, 3 hrs. P&C, 3 hrs. Ethics, Greenville Those Kids and their Cars, 2 hrs. P&C AIAM Day 6, 2 hrs. P&C, 3 hrs. Ethics, Columbia Agency-Management-Based E&O and Ethics, 3 hrs. Ethics E&O Risk Management Webinar – Part II, 3 hrs. Ethics E&O Risk Management Webinar – Part I, 3 hrs. P&C Directors & Officers Liability Insurance, 2 hrs. P&C

22 by

Noah built an ark. We build your business. Earn 2% additional commission for 2 months when you write flood with us.*

3 3 5 5 9 9 10 10 10 10 11 11 12 16 17 18 19 19 19

E&O Risk Management Webinar – Part II, 3 hrs. Ethics E&O Risk Management Webinar – Part I, 3 hrs. P&C CISR: Agency Operations, 6 hrs. P&C or L&H, 1 hr. Ethics, Greenville Retirement Planning and Annuities, 2 hrs. L&H Surplus Lines License Review Course, 3 hrs. P&C Commercial Lines Claims that Cause Problems, 2 hrs. P&C Building Codes are BAD for Insureds, 2 hrs. P&C Certificates of Insurance, 3 hrs. P&C Liability Issues to Worry About, 2 hrs. P&C COPE: Property Underwriting & Effective Loss Control, 2 hrs. P&C Executive Leadership Program Session 4, Columbia CISR: Agency Operations, 6 hrs. P&C or L&H, 1 hr. Ethics, Charleston Top 5 Uses for Life Insurance, 2 hrs. L&H Personal Lines Claims that Cause Problems, 2 hrs. P&C Ethics & Business: Is This an Oxymoron?, 3 hrs. Ethics Agency-Management-Based E&O and Ethics, 3 hrs. Ethics Est. Planning Techniques: Gifts Trusts & Life Ins, 2 hrs. L&H E&O Risk Management Webinar – Part I, 3 hrs. P&C E&O Risk Management Webinar – Part II, 3 hrs. Ethics

BUI 7120 0213

December

To find out more, call

800.627.0000 x4131 *2% bonus commission available on flood policies submitted by contracted agents between May 1, 2013 and June 30, 2013. Bonus commission offer may not be combined with any other bonus commission offer made available to any agent.

Summer 2013 • South Carolina Agent & Broker

37

2013 Board of Directors Executive Committee Chairman Ashley Brady, CIC First Charter Co., Inc Marion, SC abrady@firstcharterins.com

National Director Jon A. Jensen, AAI, AIP Correll Insurance Group Spartanburg, SC jjensen@correllinsurance.com

Chairman Elect/ Treasurer Kenneth A. “Ken” Finch, CPCU, CIC, CRM, AAI Countybanc Insurance Greenwood, SC kfinch@ecountybanc.com

Immediate Past Chairman Kathy D. McKay, CIC, CPIW McKay Insurance Mt. Pleasant, SC kmckay6681@aol.com

Secretary R. Scott Moseley Irmo Insurance Agency Irmo, SC scott@irmoins.com

Directors William J. Bowers, AIP (Will) Russell Massey & Co., Inc. Columbia, SC will@russellmassey.com

Kimberly J. Gore, CIC (Kim) HUB International Southeast Myrtle Beach, SC kim.gore@hubinternational.com

Angus M. Brabham, IV, CIC (Gus) Frank B. Norris & Co. Columbia, SC gbrabham@frankbnorris.com

Dana D. Groome, CIC, CPCU, CISR, ACSR Peoples Underwriters Inc. Conway, SC danag@peoplesunderwriters.com

J. Robert Bryant, Jr. (Bobby) Robert Bryant & Son, Inc. Orangeburg, SC bobby@robertbryantandson.com Stephen B. Cannon, PhD, CPCU (Steve) Law Insurance Agency, Inc Spartanburg, SC scannon4@juno.com Harrison G. Cline, CIC, AIP The Furman Co. Insurance Agency Greenville, SC hcline@furmanco.com

38

South Carolina Agent & Broker • Summer 2013

Willard A. Silcox, III, ACSR (Bill) C.T. Lowndes & Company Mt. Pleasant, SC bsilcox@ctlowndes.com Richard L. Walker, CIC Cormell Street & Patterson Florence, SC rwalker@csp4me.com

Your Preferred Choice for Homeowners Insurance Protection Programs

• Homeowners • Flood ■ Responsive Insurance Planning We Give You ‘Count Ability’ — Count on Superior, Affordable Insurance to Suit Your Lifestyle

■ Stable Lifestyle Protection A Stable Well Nurtured Company That Has the Strength to Help When You Need It Most

■ Innovative Coverage Requires Strength and Experience

PLAN

Doing Whatever it Takes to Process Your Claim

PURCHASE PROTECT

www.UPCIC.com Innovative Coastal Insurance Solutions Since 1999


South Carolina Agent & Broker, Summer 2013