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SUMMER 2013

BIG I The

Official Publication of the Independent Insurance Agents of Virginia

IIAV STAFF

Virginia

Nettie Ardler, CPIW, DAE, AIAM Insurance Account Executive aardler@iiav.com

Natallia Chyhryna Accounting Assistant natallia@iiav.com Sherry Grubbs, AISM Accounting Manager sgrubbs@iiav.com Joe Hudgins, CPCU Technical Consultant jhudgins@iiav.com cell (804) 929-4138 Bonnie Joyce Insurance Administrative Assistant bjoyce@iiav.com Melanie Kjar Communications/Website Director mkjar@iiav.com

Inside this issue

Robert N. Bradshaw, Jr., MAM President & CEO rbradshaw@iiav.com cell (804) 929-4134 Teri Chester Executive Secretary/ Receptionist & Membership Coordinator tchester@iiav.com

Linda Loving, CIC, AISM, AIAO IIAV Chief Operating Officer & VFSC Executive Vice President loving@iiav.com cell (804) 929-4133 Danny Mitchell Vice President Business Development dmitchell@iiav.com cell (804) 929-4135 Susan E. C. Perkins Membership/Education Coordinator sperkins@iiav.com Kristina Preisner IIAV Director of Education & VAIA Executive Director kpreisner@iiav.com Erin Taylor Insurance Account Executive etaylor@iiav.com Marie Toney Sales Associate mtoney@iiav.com cell (804) 929-4136 James West Director of Finance jwest@iiav.com

THE BIG “I” VIRGINIA • Summer 2013

The Big I Virginia is a publication of the Independent Insurance Agents of Virginia 8600 Mayland Drive, Richmond, VA 23294 Phone: 804.747.9300 / Toll-free: 800.288.IIAV (4428) Fax: 804.747.6557 / E-mail: members@iiav.com Website: www.iiav.com

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IIAV is an organization devoted to promoting, enhancing, serving and assisting independent insurance agents.

Message from the Chairman of the Board - Tommy Via Message from the State National Director - James P. Bradner Message from the President and CEO - Bob Bradshaw Cyber Security Regulatory Compliance Testing Keeping Agency Data Secure 2013 IIAV Annual Convention and Exhibition Agency Pre-Planning Pays Off During Superstorm Sandy Workplace Romances - A Challenging Inevitability for Employers Marketing for New Producers Office Party Small Talk Need Help With a Written Security Plan? The Top Five Sales Myths Offer Customers Coverage Options - A Growth and “CYA” Strategy E&O Risk Management - Meeting the Challenge of Change IIAV Young Agents’ Conference

IIAV extends our appreciation to the following sponsors of this publication: Amerisafe 19

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The Big I Virginia is a publication of the Independent Insurance Agents of Virginia and is published quarterly by Blue Water Publishers, LLC. IIAV and Blue Water Publishers, LLC do not necessarily endorse any of the companies advertising in the publication or the views of its writers.

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Summer 2013 • THE BIG “I” VIRGINIA

Chairman of the Board Tommy Via tvia@LLBrown.net

ow! My year serving as Chairman of IIAV has flown by quickly. It has been an honor and a pleasure to serve as chairman The IIAV staff, including Bob, Danny, Kristina, Linda and James, has done a tremendous job developing new ideas, planning for the future and making sure that your needs as an Independent Insurance Agency are fulfilled. In addition, I want to thank the Board of Directors of IIAV, VFSC and VAIA for volunteering their time and knowledge to guide the future direction of our association. The best part of this year has been the opportunity to network with so many of our agency members during our roundtable discussions throughout the Commonwealth. Whether large or small, I believe that every agent has left the table with additional tools to help their agency be more profitable in the future. If you have not had the opportunity to attend one of these meetings, I do encourage you to contact the IIAV office or visit www.IIAV.com to learn how IIAV can help you improve your bottom line. Even though my duties as Chair will end on July 1, I plan to continue my effort to have IIAV meet its goal for Insurpac this year and I request your assistance reaching that goal. Whether your donation is $5, $50 or $500, I will appreciate your support of IIABA’s legislative efforts. Finally, I know Bob Short, our new Chair, will do a great job leading the association on behalf of its membership. Please help his efforts by volunteering for an IIAV committee. I guarantee the networking opportunities provided by your participation will be well worth your time.

THE BIG “I” VIRGINIA • Summer 2013

Summer 2013 • THE BIG “I” VIRGINIA

State National Director James P. Bradner

jbradner@towneinsurance.com

ur convention is here! With the changes in our industry (internet sales, NARAB II, Flood Ins., CAP and the portal, etc.) the interest by agents, our company partners and vendors is increasing to a point where we are “sold out” as we used to be. Whether it’s a sign of improving economy, investment in our industry, a need to keep up with the changes that are coming fast and furiously to our businesses, CE, or the realization that networking is a valuable tool, attendees are rewarded exponentially over their monetary investment. At this point ( the National Legislative Conference) it appears NARAB II will have enough traction to finally pass. Our lobbying effort has played a large part in this effort and I want to personal thank all of you who have donated to the National PAC ( INSURPAC). Every $50, $100, or more, when combined with our sister States is a powerful tool for us to use. We are a recognized leader in the property-casualty insurance industry because we are “small business” that drives this great country. Thanks for your help, and see you at the convention!

THE BIG “I” VIRGINIA • Summer 2013

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When it comes to placing personal insurance for high-net-worth clients, your success is our success. Grow your business by partnering with Burns & Wilcox. By working with our Elite Client Solutions team, you do not have to turn away clients: We have the products to cover all their needs. Our high-net-worth specialists have the expertise to create personalized solutions. Plus, our unrivaled access to markets allows us to create solutions with speed and diligence. Making personal insurance even more personal is what Burns & Wilcox does best as the largest independent wholesale broker. Baltimore, Maryland | 410.891.4200 | toll free 800.729.1273 fax 410.540.9140 | baltimore.burnsandwilcox.com Charlotte, North Carolina | 704.525.1152 | toll free 800.999.3434 fax 704.525.7399 | charlotte.burnsandwilcox.com Morehead City, North Carolina | 252.726.8992 | toll free 800.498.1600 fax 252.726.9484 | moreheadcity.burnsandwilcox.com

President and CEO Bob Bradshaw rbradshaw@iiav.com

IIAV and networking opportunities!

n my over 30 years of working in the association management profession, one of the most consistent values of membership in any organization is the opportunity to network with professional peers. This should come as no surprise because “associations” by definition are organizations of individuals with a common purpose. Having said that, when you speak with individuals and ask what the value of membership is to them…and they’re not particularly active in the organization, their answers are rather varied: the E&O program, the publications, the education programs, etc. However, if you ask someone who is active in the association, 99 times out of 100 they will say, “the real value is the networking opportunities I get through participation.” That should really come as no surprise to anyone. Virtually all the members who are active on the boards or committees of IIAV are truly the leaders and visionaries of our industry and profession. I personally try to stay very active in my professional organization – the Virginia Society of Association Executives (yes, there’s an association for everything). I want to see what the successful association manager is doing these days. How are they getting members involved? How are their education programs going? How do they get members to open emails? The members of VSAE are proud of their accomplishments and are willing and able to share. Sometimes, of course, the value is in knowing that you’re not alone. Seems like

THE BIG “I” VIRGINIA • Summer 2013

everyone has a tough time getting members to read emails and be aware of association activities. At least for IIAV I can honestly say that every committee and board we have enjoys participation by the leaders of our industry and then by the future leaders because they want to learn. I once asked a young agent who was attending our legislative committee meeting to not be afraid to speak up when issues of interest came up. The young agent told me that he didn’t speak up because he wanted to catch every word that was being said by others on the committee. Following the meeting he indicated that it was one of the best meetings he had ever attended because he learned so much from the other committee members….and this was from the Legislative Committee. I would bet that virtually every board member likes being on the IIAV or VFSC Board because they get the opportunity to speak with our General Counsel – Doug Palais – one of the most successful agent defense attorneys in the country. I feel the same way and like to get away from the office with Doug as often as I can. He simply is just so very knowledgeable. Make a commitment to your agency to not only become more active in IIAV yourself, but also to encourage your staff to become involved – either on the board(s), committees and/or task forces. It’s a great way to get more value out of your membership…and more value to you personally as well.

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Cyber Security Regulatory Compliance Testing By Sera Brynn

o you have clients who process or transmit credit card data? Do they know that they are required to protect cardholder data or they can face heavy fines especially if the cardholder data is breached? Where do they turn when they’re required to demonstrate that the data they collect is safe? As their independent insurance agent who strives to protect their assets and reputation, you now can provide them with a solution and earn some additional revenue. The Independent Insurance Agents of Virginia – through their for-profit subsidiary – have partnered with Sera-Brynn PCI/QSA Cyber Security Specialists. Sera-Brynn is one of the few companies with industry certifications and capabilities to audit and certify compliance with the Payment Card Industry Data Security Standards. They offer a full spectrum of IT security capabilities, services and products from data exposure testing, risk assessment and multiple IT compliance solutions. IIAV members now have the ability to refer their clients to Sera-Brynn for compliance assistance. Through this partnership, IIAV

THE BIG “I” VIRGINIA • Summer 2013

members can simply send Sera-Brynn a lead through the IIAV website and Sera-Brynn will follow up from there. This allows the IIAV member to concentrate on cyber liability insurance, which is also available through IIAV, while Sera-Brynn handles the technical aspects of Cyber Security compliance. Member agents will receive a referral fee for all leads they send to Sera-Brynn. There are different levels of compliance required for companies that process less than 20,000 transactions and for those that do more. In addition to PCI QSA services, SeraBrynn provides HIPAA Cyber Security services to medical facilities, from hospitals to doctor’s offices that are required to protect electronic Health Record information. Companies may find it difficult to obtain cyber liability insurance coverage without first obtaining data security testing. IIAV is the first trade association to create a working relationship with a cyber security and compliance team and believes that this will be an excellent resource insurance agencies can provide to their clients. For more information on how to get started go to www. iiav.com.

We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-in-hand to help our agencies grow profitably.

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Keeping Agency Da

THE BIG “I” VIRGINIA • Summer 2013

ata Secure

In light of South Carolina’s recent data breach, here are nine tips for your agency to follow in order to protect against data breaches, which could destroy your agency’s reputation and cost big money to fix. The authors seek to simplify an increasingly complex subject into a series of manageable steps so agencies can take action now to bolster their current procedures where needed.

By Kate Gluck & Paul Fuller, Strategic Insurance Software

enjamin Franklin once said that distrust and caution are the parents of security. The expression seems remarkably fresh and relevant in today’s world, especially when it comes to protecting sensitive client data. In fact, this caution is becoming more and more necessary. In an age of highly portable data (and of increasing identity theft), independent agents have an everincreasing responsibility to keep a lock on their client data. State and federal privacy and data breach notification laws and regulations (e.g., Gramm-Leach-Bliley Act and the Health Insurance Portability and Accountability Act (HIPAA)) put pressure on you to keep your clients’ sensitive personal data safe. Even more important, if a data breach were to occur, your company’s reputation would take a nosedive. In an attempt to simplify a complex area, this article will touch on nine things – some basic and some not-so-basic – that an agency can do to mitigate risk of a data security breach. 1. - Keep data in a password-protected, encrypted space Because so many of us these days carry our computers around with us, there is always danger of them being lost or stolen. While most people are honest, unfortunately the same cannot be said for everyone, and precautions must be taken to store client data in a way that is inaccessible to unauthorized users. The best way to do that is to encrypt and password protect it. There are three easy ways to do this:  Store data in your agency management system – Because your agency management system is password protected, and data it sends over the Internet can be encrypted, data that is saved in

your system or sent via Real Time, secure email or a Virtual Private Network has some measure of safety from prying eyes as long as the proper protocols are followed. Data retained on most agency management systems, however, is not encrypted, so it is extremely important to keep your server in a secure location if housed within your agency, or if you use your vendor’s online system, to have confidence in the security measures practiced by your vendor.  Encrypt a folder on your hard drive – While your agency management system is a good location to store most client data, it is almost inevitable that you will have things saved outside of your system, such as on a laptop or USB flash drive. We recommend that the agency strictly limit the employees and instances where client personal data can be kept on such mobile devices and then only for a specific use, after which time the data is deleted from such devices. The trick is to keep this data secure as well. The first option for securely storing confidential information outside of your agency management system is to encrypt space on your hard drive. While this may sound complicated, in reality it is rather simple, so long as you know what to do. o To create an encrypted space—essentially a password-protected folder that you can save files to “on the fly”—our recommendation is that you use the very good (and free) TrueCrypt software as is a step-by-step beginner’s tutorial on how to create and use a TrueCrypt container. Summer 2013 • THE BIG “I” VIRGINIA

o Once you get the system installed and in use, the beauty of encrypted space is fourfold. First, in many cases it’s free. Second, the simple step of creating and saving to a single file provides an added layer of protection. Because you and you alone decide where you want to file your encrypted folder, anyone trying to gain unauthorized access would not only need the password, they’d also need to know where to look. Third, it’s mobile. You can copy and backup the password-protected file anywhere. Lastly, it won’t slow down your machine. o Summary: creating encrypted space on your machine is a convenient and controllable way to protect data that doesn’t cost performance.  Encrypt entire hard drive – If you’d prefer not to worry about having to remember to save confidential information to one specific folder, another option is to encrypt your entire hard drive. From a user standpoint, essentially all this would mean is an extra login. From a security standpoint, it is about as secure as you can achieve, short of prohibiting that such data be kept on such portable devices. So secure, in fact, that if you were to forget your password, the likelihood you’d even be able to get back in is slim. One option to do this is BitLocker. (Available in Windows 7 & 8.) Another is the aforementioned TrueCrypt. Something to consider when deciding whether to encrypt your entire hard drive, or just space on your hard drive, is that in some cases, particularly with older computers, encrypting the hard drive may slow the performance of your machine somewhat. Summary: The beauty of encrypting your entire hard drive is that if your machine gets stolen, without the password, no one can make sense out of it – the whole hard drive becomes a puzzle.  Smart phones and tablets – Agent use of these devices is growing exponentially and they pose additional security risks. Personal data might be contained in emails received from the client. Agency employees should take care to delete these emails promptly and not transmit this kind of data from these devices via unsecure email. In addition, the agency should make sure their 16

THE BIG “I” VIRGINIA • Summer 2013

employees have activated the password protection on these devices and should employ a remote wiping technology, so that if the employee loses or misplaces the device, the agency can restore the device to its original manufactured state with all of its data removed. In addition, some larger agencies are starting to employ software on the mobile device that walls off and secures business applications and data. 2 - Create “Strong” Passwords and Keep them Secure Because your password is the first line of defense in preventing unauthorized file access (whether to your agency management system, your encrypted file or your entire encrypted hard drive), it is important to create strong passwords and store them in a safe place. Best case scenario would be not to write them down at all. If you must write them down, don’t carry them around with you or leave them in an easily accessible place. Microsoft offers the following suggestions for creating a strong password:  Make sure it is at least 8 characters long  Make sure it does not contain your user name, real name, or company name  Make sure it does not contain a complete word  Make sure it is significantly different from other passwords you have used  Make sure it contains at least one uppercase letter, one lower case letter, one number and one symbol. 3 - Change Passwords Often Experts have different opinions as to how often passwords should be changed. Our best advice on this is to set a standard for your agency (whether it be every month, every three months or every six months) and enforce that policy agency-wide. Of course, if you ever have any reason to believe that your password has been compromised, it should be changed immediately. Many systems require this from you, and do so for good reason. It is much harder to hack systems that require frequent password resets. It adds a level of complexity for the hacker that can be both a deterrent and a safeguard if there is a breach. As you know, carrier portals continually request password changes from all of their users to ensure fraudulent access is minimized. Make sure your agency management system has password management capabilities – so when you change your password on the carrier site, you can change your password in the agency management system and retain your Real Time access.

Changing these passwords for multiple employees, carriers and other entities is cumbersome. The good news is that there is an industry movement underway to streamline these processes. The ID Federation is a notfor-profit group dedicated to creating the Trust Framework to enable agencies and others to use a digital identity provided by a trusted Identity Provider to authenticate themselves with carriers and other business partners in place of passwords. Look for vendors to emerge to start to provide these digital identities to agencies in the coming year. 4 - Keep User Permissions Tightly Controlled Unfortunately, one of the biggest password related problems we’ve seen across the board is that many agencies not only share their agency management system passwords among staff members, they leave the user permissions wide open. Because of the sensitivity of the data stored in the system, the only ones who should have access are those who use it day in and day out. Use your user permissions well. The better systems will have fairly comprehensive permission lists that are assignable by individual user. Make sure you:  Understand the levels of permission you can set within your system.  Understand the access that each of your team members needs to your system to perform their job optimally.  Implement based on your agency’s best practices.  Make sure employees understand that they should not share their passwords with any other employee or person. For example, many agency systems have permissions to dictate who can pull data in a mass fashion from your system. Take the time to understand these permissions, and who needs to have access. Do your producers need to be able to export a client list with sensitive data? Do your CSRs? If not, consider implementing this permission to restrict their ability to do so. 5 - Remember to Log Out While it may seem simplistic, remembering to log out is one of the more important steps you can take towards keeping your data secure. As long as you are signed in, it doesn’t matter how many layers of security you have or how good your password is – anyone who can get their hands on your computer or mobile device can access your data. Most systems will have an automatic log-out feature that you can set. For example, if you are not active on a

computer for 10 minutes, you will be logged out of the system. Make sure you are using this effectively. If you walk away from your office with your system left open and this auto log-out feature is not active, you essentially give the keys to your kingdom to anyone that walks in the door. 6 - Protect Outbound Data While everything we’ve discussed up until this point has related to the data residing on your computer, protecting your outbound data is just as essential, if not more so. Here are a few quick tips:  Use Real Time – As emphasized in the ACT article, ‘Agency Strategies to Send & Receive Personal Data Securely,’ Real Time offers a much more efficient and secure method to handle transactions with carriers than email. When you send a file using Real Time, communications are automatically encrypted and kept within both the agency’s and carrier’s management systems.  Secure your email with TLS (Transport Layer Security) email encryption. ACT has published a number of articles outlining the basics of TLS encryption. Rather than duplicate these efforts, we suggest the following reading: o ‘Protect Your Clients with Secure Email Using TLS’ o ‘TLS Email Encryption--Frequently Asked Questions’ o ‘Insurance Carriers Enabled for TLS Email Encryption for the Agencies’ TLS is the industry recommended secure email solution for business partners where there are frequent email communications going back and forth, such as between agencies and carriers. TLS is an open standard that is transparent to end users, but it requires that it be activated in the email servers of both partners. Most agencies are also likely to need to employ a proprietary email solution for use with their clients (or set up a secure client portal on the agency website), for those instances when sensitive personal data is transmitted to the client, such as that contained in the insurance policy.  When storing/saving client emails, attach them to files within your password protected agency Summer 2013 • THE BIG “I” VIRGINIA

management system instead of saving them in the Outlook application. 7 - Use Security Software If you are using a reputable online hosted agency management system, the data in your system should be protected with Internet and server firewall data protection, malware & anti-virus protection, as well as weekly security patch updates to Windows and Internet and server firewall data protection. You should be receiving maintenance window updates from your agency management system provider that let you know these things are being kept up-to-date. If your agency management system is housed within the agency, you should make sure similar security hardware and software are employed. To protect data saved outside your agency management system, we also recommend that you use one antivirus program, a spyware scanner regularly, and keep your PDF reader (usually Adobe Acrobat Reader) updated and on the latest version. While this paper will not recommend one particular vendor, below are a number of vendors that supply both a standalone anti-virus package, along with a suite of security software for your machine.  McAfee  Symantec  Sophos  AVG  Microsoft Security Essentials In addition, it is recommended that you update your Microsoft operating system with the latest patch levels on your machine. For more information on the latest patch levels for your operating system, visit www.microsoft.com. 8 – Be Careful when using Public Wi-Fi While free public Wi-Fi is certainly convenient, if you don’t protect yourself against data thieves and hackers, that convenience could well come at a price. Steve Anderson put it quite succinctly in his Tech Tips article, ‘Free, Public Wi-Fi Can Be Dangerous to Your Health’ when he wrote, “You go to an airport or other hot spot and fire up your PC, hoping to find a free hot spot. You see one that calls itself “Free Wi-Fi” or a similar name. You connect. Bingo -you’ve been had! The problem is that it’s not really a hot spot. Instead, it’s an ad hoc, peer-to-peer network…” Fortunately, there are things you can do to protect your data, yet still access the Internet while you are on the road. Here are a few suggestions:  NEVER pick a “free” wireless network that is not identified clearly as a usable network by the 18

THE BIG “I” VIRGINIA • Summer 2013



provider. For example, most hotels and all Panera restaurants have clearly named networks and written instructions for accessing. Be careful not to use the network that advertises itself only as “FREE-WIFI!” ALWAYS select the Public Network option when prompted. This uses Windows technology to make your device as undiscoverable as possible on the network. This can be hacked, but it is a critical first step. Read the terms and conditions that come up if prompted (e.g., at Panera); make sure you are familiar with the security the specific Wi-Fi network is offering, and the associated liabilities. Use a Virtual Private Network (VPN) when accessing your agency’s system. A VPN is a relatively inexpensive way to ensure secure online access wherever you are. Three examples of providers offering VPN solutions designed to provide a secure online experience – even in a free public Wi-Fi environment include: HotSpot Shield; GoTrusted and Witopia. Purchase and use a Wireless Internet Card. In very non-technical terms, a wireless Internet card is a small device you attach to your computer that will provide access to the Internet over a wireless carrier’s cellular network. These are available, for a fee, from the major cellular providers. Many 3G and 4G smartphones can also substitute for the wireless card for a small extra fee per month, and data charges.

9 – Create a Security-Minded Agency Culture You want to have a clear understanding throughout the agency as to the major information security risks facing your firm, grounded in a written security plan and written procedures implementing the plan that are consistently applied. It is also critical for you to have a good understanding of the information security requirements imposed by the state and federal privacy and data breach notification laws and regulations that are applicable to your agency. A common requirement of these laws, in addition to having and implementing a written security plan, is to appoint a Security Coordinator who takes ownership of the information security issue within the agency. Most important of all, it is essential for you to train your employees so that they have a good awareness of the security risks facing the agency, or in the words of Franklin, a healthy sense of “distrust and caution.” Many avoidable security breaches result directly from employee

mistakes, because they are unaware of the risks. Agencies should ask their employees to commit to the requirements of the firm’s agency’s information security plan and procedures, and the agency should regularly audit for compliance. ACT has created a ‘prototype agency information security plan’ that agencies can use as a starting point in creating their own plan. In addition, see the ‘Security & Privacy’ section of the ACT website for a wealth of additional security-related information. Summary Some of these tips can easily be implemented; others will take a bit more time. When it comes to file and hard drive encryption, setting up VPN security measures or TLS email encryption, and standardizing security software across your agency, we highly recommend you get your IT consultant or department involved in the planning and implementation. The important thing, however, is to start: define and outline security measures and make them a standard requirement for everyone in your office. Note: products mentioned in the above article should not be considered product endorsements, just suggestions for where you can go to learn more.

Umbrella Agent VA.pdf

1/29/2013

9:51:11 AM

Recent Recent Changes Changes in in the the Market Market Left Left You You Standing Standing in in the the Rain? Rain?

This article was written for ACT by Kate Gluck, Director of Marketing, and Paul Fuller, EVP – Product Management, of Strategic Insurance Software (SIS). Kate and Paul can be reached at kate.gluck@sisware.com and pfuller@sisware.com. This article reflects the views of the authors and should not be construed as an official statement by ACT.

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Summer 2013 • THE BIG “I” VIRGINIA

2013 IIAV Annual Convention and Exhibition

Waves of Change...

JUNE 16-18, 2013 Hilton Virginia Beach Oceanfront

Oceans of Opportunities!

Attendees loved the Hilton Virginia Beach Oceanfront so much last year we are returning for the 2013 IIAV Annual Convention, Waves of Change… Oceans of Opportunities, June 16-18. The agenda is overflowing with education, entertainment, networking opportunities including a trade show, and last, but not least, family friendly fun in the sun. All agenda items are designed to help you add value to your agency.

Sunday June 16, 2013 12:00 noon - 5:00 pm Registration Desk Open 3:00 - 5:00pm Generating New Business through CAP: The Consumer Access Portal -- Paul Martin, State Association Liaison, Project CAP LLC Fact is, although consumers today are shopping and getting information for insurance online, they still most often want to work with a local agent. If your agency shows up online, you win! Independent agencies using CAP’s social media program are seeing immediate results with referrals and leads turning into policies. Come find out how to make the Internet work for your agency and how CAP can be an integral part of your marketing program. 5:00 - 8:00pm Dinner on your own 8:00 - 10:00pm Welcome Reception (Beverages & Dessert)

Monday, June 17, 2013 7:00am - 5:00pm Registration Desk Open 7:45 - 8:45am Breakfast Buffet 8:45 - 9:00am Welcome, Announcements 9:15 - 11:30am Keynote: Setting a Clear Vision for Your Agency and Your Future! -- Mary Eisenhart, Eisenhart Consulting Group Setting a clear vision for the agency, developing a sales culture and removing inefficient processes are keys for agency suc20

THE BIG “I” VIRGINIA • Summer 2013

cess. Mary will help you establish a clear vision for your agency to achieve greater profitability and reduce the frustrations and challenges faced every day. A consultant who applies practical principals, Mary has been in demand as a speaker for virtually every Big I state association and now comes to Virginia. If you want to move your future and agency to the next level of success, this may be a once in a lifetime opportunity. 11:30am - 3:00pm Lunch on your own 12:30 - 2:30pm Technology Challenges for the Insurance Industry – Panel Discussion (Box lunch will be provided for registrants.) Darek Dabbs, Vice President Information Security, Sera-Brynn; Bill Everett, Senior Product Development Manager, Progressive Insurance; Douglas Palais, Park/Palais Attorneys Telematics, cyber-liability and usage-based insurance shifts are challenges for our industry. IIAV’s Corporate Counsel, Doug Palais, will moderate an industry panel on the technology changes coming our way, none the least of which is the self-driving car. How is our industry responding and what challenges can also be seen as opportunities? 3:00 - 7:00pm Trade Show & Afternoon Break Over 60 industry booths offering useful information to help you manage and grow your agency. Many door prizes will be awarded. See and be seen: Wear your most outlandish Hawaiian shirt and whoever has the “loudest” shirt wins a prize! 5:00 - 7:00pm Dinner Buffet in Trade Show 7:00 - 10:00pm Dessert Reception

Tuesday June 18, 2013 7:00am - 5:00pm Registration Desk Open 7:45 - 9:00am Buffet Breakfast 9:00 - 9:15am Welcome, Announcements 9:30 - 11:30am Keynote: Securing Customers & Winning New Business by…. Impacting Insured’s Appreciation of Value -- Dr. Wayne Slough, Assistant Professor of Marketing, Virginia Commonwealth University, Department of Marketing, School of Business Join us for this informative, action-packed keynote seminar where Dr. Wayne Slough, Assistant Professor of Marketing at Virginia Commonwealth University, will lead us through an exciting process of discovery. We will learn how to incorporate into our daily activities processes for creating the ultimate competitive advantage in our selling efforts: communicating, delivering, and reinforcing superior value to our (1) established book of business, (2) new business prospects, as well as (3) those insurance providers upon whom our customers’ security rests and our livelihood depends. 1:00 - 6:00pm Golf Tournament Broad Bay Country Club (www.broadbaycc.com) Transportation on own. Arrive by 12:30 PM for 1:00 PM tee-off. Box lunches provided. 2:00 - 4:00pm 5 Common Management Mistakes and Easy Solutions Claudia St. John, SPHR, President, Affinity HR Group, LLC Do you know the five most common employee/employer management mistakes? • Classifying employees as independent contractors • Classifying customer service reps and other non-exempt employees as salaried • Failing to have a handbook or downloading a handbook from the internet • Failing to keep records of corrective conversations • Invalid or illegal employment screening questions & techniques 7:15 - 8:00pm Reception 8:00 - 9:15pm Awards Dinner, Annual Business Meeting

9:30 - 11:00pm Entertainment, The Janitors (www.thejanitors.com) The Janitors provide entertainment at its finest with a blend of Rhythm & Blues, 60’s Soul, 70’s Funk, Country, Classic Rock and current Top 40 Dance music. They will keep you dancing from the first note ‘til the last.

SPECIAL EVENTS Join your colleagues on Sunday evening at the Welcome Reception in the Courtney Terrace overlooking the beach. Monday includes a relaxed but opportunistic afternoon Hawaiian themed trade show and reception. See and be seen - don’t forget to pack your most outlandish Hawaiian shirt and whoever has the “loudest” shirt wins a prize! Afterwards retire to the roof top Sky Terrace for an evening dessert reception. To close out the convention, The Janitors will entertain you with their blend of Rhythm & Blues, 60’s Soul, 70’s Funk, Country, Classic Rock and current Top 40 Dance music after the Tuesday night Awards Dinner.

RECREATION Need more… It’s the beach! (www.visitvirginiabeach.com) Visit our registration desk for family fun in the sun activity options. Don’t forget the Virginia Beach Boardwalk Art Show, June 13-16, 2013. Enjoy 300 artists and a fun festival atmosphere at the oceanfront during Father’s Day Weekend. The Boardwalk Art Show and Festival is one of the oldest and best outdoor fine art shows on the Eastern Seaboard. Produced by the Virginia Museum of Contemporary Art, it is ranked as one of the top 15 fine art shows in the country by Sunshine Artist Magazine. This four-day festival features fine art, great shopping, and live entertainment for the entire family.

DRESS CODE Hot, hot, hot… you will be at the beach… be comfortable! All convention sessions are beach casual. Some restaurants may have a special dress code; please inquire when making your reservation. Tuesday’s Awards Dinner is business casual.

GOLF TOURNAMENT Participate in the annual IIAV Golf Tournament Tuesday at the gorgeous Broad Bay Country Club. As usual, the tournament format will be a team “Florida Summer 2013 • THE BIG “I” VIRGINIA

best ball”. Be sure to save your place in the tournament by submitting the additional $75 Member/$85 Non-member (early rates) registration fee with your convention registration. Prizes will be awarded at the Tuesday night Awards Dinner. Transportation on own.

HOTEL ROOM RESERVATIONS The Virginia Beach Hilton has extended the following fantastic convention room rates:

• • • •

CANCELLATIONS No refunds will be made after May 20, 2013; however, substitutions are encouraged at anytime. Any refunds for cancellations made prior to May 20, 2013 will be charged a $25.00 processing fee. All cancellation notifications must be in writing (an email is sufficient). Registration forms received without payment will not be processed. Sorry, no exceptions. No refunds will be issued for no-shows.

Special Thanks to Our Convention Sponsors!

1 King, Superior Oceanview - $224 2 Doubles, Superior Oceanview - $224 1 King, Superior City View - $204 2 Doubles, Superior City View - $204

there when it matters mo

Taxes and service charges are additional. The reservation cutoff date is Monday, May 20, 2013. You must be registered for the convention to receive these special rates. There is a link on our website (www.iiav. com) to The Virginia Beach Hilton’s reservation website or visit http:// tinyurl.com/IIAVHiltonAC13. If you prefer to make your reservation by phone, please call 1-800-Hiltons. Be sure to tell them you are registering for the 2013 Independent Insurance Agents of Virginia Convention.

REGISTRATION FEES

(As of 4/24/13) VFSC Burns & Wilcox AmTrust North America Hanover Insurance Johnson & Johnson Keystone Insurers Group Southern Insurance Co of VA Travelers Allied Insurance Berkley Mid Atlantic Group Brethren Mutual Builders Mutual Insurance Company Central Insurance Companies Liberty Mutual Northern Neck Insurance Company Utica National Insurance Group The Institutes Main Street America Group Mercury Insurance Group MMG Insurance Swiss Re Corporate Solutions The Cincinnati Insurance Companies Prime Ins Co Progressive Grange Insurance Insurance & Financial Advisor

Full registration for the convention includes the following. There is also an “a la carte” registration available. We encourage non-members to join IIAV to take advantage of the registration discount and many other member benefits throughout the year. You can join online at www.iiav. com, click “Join” on the navigation bar. • All educational sessions • Three receptions • Monday breakfast and dinner • Tuesday breakfast and Special Thanks to Our Convention Exhibitors! dinner (As of 4/24/13) • Trade show

PARKING AT THE HILTON There is a parking deck attached to The Hilton. Self parking for overnight guests is complimentary or valet parking is available for $11.00 per car per day. Parking for individuals attending a meeting, banquet, or other function is available at the prevailing rates established by the city of Virginia Beach. 22

THE BIG “I” VIRGINIA • Summer 2013

ost there when it matters most there when it matters m

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That’s why Southern assigns underwriters to specific agencies to help agents deliver the best value to customers. Southern also makes claims reporting easy and we make sure claims are handled fairly, efficiently, and timely. Being responsive in underwriting and claims service… another way Southern is “There When It Matters Most.”

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Summer 2013 • THE BIG “I” VIRGINIA

Agency Pre-Planning Pays Off during Superstorm Sandy One Independent Insurance Agency’s Experience with the Storm

By Lisa Parry Becker, Parry & Son

Having a disaster plan ready to go and using mobile technology and social media enabled the author’s agency to provide exceptional service to its clients when their needs were greatest. This positioned the agency to get its clients’ claims paid promptly and their repairs made on a priority basis. Carriers too excelled at keeping their agencies in the loop on claims and being “first responders” for their insureds. This makes a great story about the positive role independent agents and their carriers play for their clients in times of need, along with providing some very useful disaster planning tips for agencies and carriers alike.

ver the past few years, our region has faced flooding numerous times. Most often, it’s local—involving the Delaware River, which separates New Jersey, where I live, and Pennsylvania, where our family insurance agency is located. What’s been described as the largest of these floods took place in 1955, before I was born. More recently, we’ve seen flooding brought on by extraordinary amounts of rain associated with tropical storms and hurricanes—Floyd in 1999, Ivan in 2004, Irene and Lee in 2011, and other events. So in the latter part of October, when buzz started about potential mid-Atlantic impact from what then was Tropical Storm 26

THE BIG “I” VIRGINIA • Summer 2013

Sandy—a system hundreds of miles away from the Florida coast—we thought we knew what was coming. We were wrong. This time was different. I was actually in Florida as Sandy began her approach. Early in the week, we talked about the storm at an industry dinner and while we gathered to watch the final presidential debate. On Wednesday, I flew home and on Friday, our world was turned upside down as we began implementing our disaster plan—and not our annual Halloween party preparations. Warnings coming from our insurance companies, local and state emergency preparedness officials and our ever-so-dramatic

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local weather forecasters were much different than they had been in previous years. The messages were much stronger. Everyone, including our agency staff, was in emergency mode. We believed we were ready for this storm and its potential impact, thanks to information and ideas I picked up from the Agents Council for Technology (ACT) website’s Disaster Planning page and from fellow agents I knew through my volunteer work with ACT, AUGIE (ACORD-User Groups Information Exchange) and ASCnet (Applied Systems Client Network). Getting ready We had our agency disaster plan in place, from the 2011 storms, which allowed us to act before the storm hit. We had thought through potential scenarios that could affect our agency and clients and were ready as Sandy approached. It was nice to have all of that work done ahead of time. All we had to do that Friday was go through the checklist and follow the steps we had outlined. Things were pretty much on autopilot. We had laptops, cell phones and, most important, extra chargers on hand to keep our portable electronics powered up. Given the likelihood that we would probably be operating without power, we printed expiration lists

and client lists. This advice, from Gulf Coast independent agent Angelyn Treutel, who has lived through hurricanes, including Katrina and Rita in 2005, was invaluable, and had served us well in 2011. We updated and printed a spreadsheet that contained all of the contact information for our company claims offices so we’d have information handy and would be prepared to respond to customer calls. We needed to be able to go into action quickly. As independent agents, that’s what we do—we respond and act on behalf of our clients. It is emotionally stressful to have a claim; if we’re there when customers need us and if we can walk them through the process, we’ve done our job. By Friday afternoon, we had posted our claims cellphone number and my personal email address on our website, so customers could reach us in the event our office or our office phone system were not accessible. We posted similar information to our Facebook page and our LinkedIn pages, and shared it via Twitter. I am amazed at how many people saw the information online—I know, because I received calls, text messages and emails on those otherwise private numbers and email addresses. We shared hurricane preparedness information on our blog, including links to local resources and information we received from one of our carriers during Hurricane

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Irene that was worth saving. We distributed the blog post through Facebook, LinkedIn and Twitter. We used these forums to update readers on what was occurring. Using our various lists, we spent much of Friday calling flood customers and making priority arrangements with treeremoval companies, clean-up and restoration companies, contractors and others. We knew if the storm were less severe than predicted, we could always remove folks from the priority cleanup list—a lesson we learned a few years back during a different storm. Waiting it out Because we were able to do so much agency work ahead of time, we were able to spend time preparing my parents’ house on the river for potential flooding, including sand bagging and moving furniture from the first floor to higher ground. We continued to make work preparations, but we didn’t really have to spend a lot of time thinking about what we needed to be doing, because all of the planning was already done. Again, we just continued to work through the checklist. Given the dire forecasts, my dad broke with tradition and decided he and mom would evacuate their home this time and stay with us. Usually, he likes to stay put so he can manually operate the sump pumps and get water out

of the basement when it starts to come in. But this time he didn’t. I’m not sure why, but he apparently sensed things— including the wind—would be different this time. Over the weekend, I started receiving texts from clients—flood clients, in particular. We started receiving status updates from as far away as the Jersey Shore. This is actually the first time in 15 years we’ve seen much flooding there, so this was new and different—and we were glad we were ready. We started reporting claims right away, which enabled our clients to have first response from claims adjusters. As one of our carriers put it, we want to be first in to adjust and first out to pay claims. We were able to communicate via text with our employees. It was reassuring to check in and see how everyone was doing and to make sure they and their properties were okay. It’s important to take care of your employees and to make sure they’re prepared. When claims arrive, if their personal affairs are in order, they’re better able to help clients. At our home, we all waited for the full force of the storm to arrive. On Monday it hit with a vengeance. We lost power at around 8:00 PM Sunday evening and continued our wait by candlelight. We tried to sleep, knowing we’d need to be rested, but the wind and driving rain outside were relentless.

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After the storm When we woke up early the next morning, Dad and I boiled water for coffee and headed out to check on his and mom’s house, as well as neighboring houses. There was no power anywhere—generators were operating traffic lights. Everywhere we went, all we saw were trees, trees, and more trees strewn about. The downed trees had created a monstrous debris field down their lane and in the yard. Fortunately, there were no trees on the house and water had not entered the basement. Later in the morning, I headed to the office—about 30 minutes away. The scenery was the same. Downed trees all around. When I arrived at the office, fire alarms were sounding, even though there was no fire. A sprinkler within our condo unit complex had burst. Without power or telephones, it would have been difficult to work in the office. But with the constant ringing of alarms, it was impossible. So I set up my office in the parking lot—in the front seat of my SUV. I was equipped with chargers, powered-up cell phones, my Netbook and an iPad. I had printed ACORD loss notices from 2011 along with my printed expiration lists. I took calls from clients and called others. I received emails and text messages—some with pictures of storm damage. And I responded to clients and forwarded information to claims offices and adjusters. As the day went on, the magnitude of losses became more apparent. We had a number of claims at the Jersey Shore, and numerous claims in eastern Pennsylvania and into central New Jersey. The worst property damage claims we had involved property damage resulting from falling trees. One was rather significant; the tree apparently caused the foundation to crack and some walls to move. After our contractor was out to assess the damage, we realized we needed the assistance of an engineer to identify, interpret and advise the needed repairs so the home could be structurally sound again. The engineer’s report was instrumental in settling this claim for our client. Another property claim—just 10 minutes up the road from our office—was caused by a number of trees falling on the insureds’ home and cars. On the less-severe-but-kind-of humorous end of the scale was fence damage caused when a flying trampoline landed. Knowing nobody was hurt and property damage was minor, the image of an eight-foot trampoline soaring Frisbee-style through the air makes me chuckle. (It turns out this is a liability claim for the trampoline’s owner since she had not anchored the trampoline prior to the storm.) A local bank we insure, which had been decked out 30

THE BIG “I” VIRGINIA • Summer 2013

with Halloween decorations, had a tree come through the roof. Tree branches poking through the bank’s drop ceiling seemed to complement the holiday décor. We worked quickly with the insured and the contractor to tarp the roof to prevent further damage, conduct some initial cleanup, and prepare estimates. I received a call from the claims adjuster the following Sunday evening for follow up—all parties in the claim system worked diligently to service and respond to claims. Agency & Carriers expedite the claims process In addition to claims for property damage caused by trees and trampolines and flooding, we also handled calls on loss of refrigerated products, business interruption, business income, and more. We worked with insureds and contractors to shore up properties, get emergency repairs done quickly, and get estimates put together for cleanup and repairs. And we worked with carriers to get claims moving. In many cases, when we did the pre-work and submitted photos, invoices and repair estimates to the insurance companies, they were able to adjust claims with this information which expedited check issuance. On Tuesday—the day after Sandy hit—one of our carriers sent out an email announcing it was hosting a series of webinars to provide claims response info. The company let us know it had positioned two teams of adjusters just outside of the impacted areas on the east coast, and it was ready to move. The company’s goal was to be first in and first out, to be first responders. The communication was fantastic, just like the claims response. Discussion with a commercial client from Sea Isle City, N.J., drove home our agency’s and carrier’s value. We had texted the weekend before Sandy hit and before they evacuated the island. On Monday afternoon, when they were able to return to the island, she let me know one of her two commercial buildings had sustained three feet of water damage within the building. We set up a flood claim that day. An adjuster was assigned right away and was available to go out to look at the building that same week. We were able to have him send an advance of $15,000 to the insured prior to completing a proof of loss. In contrast, she did not see an adjuster at her residential condo, which we don’t insure, for at least a couple of weeks. Two flood claims with two totally different response scenarios. Two days after Sandy hit, we were able to return to our office; power had been restored and the sprinkler (and the noisy alarm) had been dealt with, but the phones were still down. When everyone returned to work, my brother Ryan and I divvied up the claims that had been

coming through our cellphones, and fellow employees worked them using their own cell phones. We were able to tie all of our mobile communication back to our management system, so we have permanent records of what transpired. Lessons learned Needless to say, going through another major storm like Sandy taught us some important lessons. First and foremost, we’ll continue to trust Dad’s intuition. If he decides to evacuate his home, we know things will be serious. We also learned the value of preparation, which was aided by the information available through ACT and other industry sources. One of our carrier calls drove that home. On that call, other agents were asking for FEMA’s phone number and the number to report National Flood Insurance Program claims. They asked if they could report claims with just a name and/or property address. All I could think was, “Wow! I’m so glad we were prepared” and “I’m so thankful for the ACT documentation.” Because we weren’t scrambling for info like this, we could help our clients when they were scrambling and when they needed us most. I learned the importance of mobile technology and power. When the office is without power and phone service, we could respond, thanks to our laptops, iPads, cell phones and chargers. We could text pictures to claims offices, so adjusters could see first-hand what they were dealing with, and we could exchange info with clients anytime, anywhere. Equally important was social media. Being able to communicate early and often—and not having to learn social media as the storm approached, but knowing how it worked because we use it to connect with clients and prospects all the time—made a huge difference in response and customer reassurance. I suspect we’ll continue to build on the communication we started before and after the storm, and help clients prepare even more for possible future disasters. Being first in with claims (thanks, again, to having info at the ready as part of our agency disaster plan) put us in a priority position with carriers, and got the ball moving early. I learned how valuable this was when our customers were getting checks before some of their neighbors had even heard from an adjuster. That’s huge: in a disaster like this, being able to move money makes all the difference in the world. Getting advances lets our insureds pay contractors and keep things moving. We’re rethinking our phone system. Our local phone company was affected by the storm; as a result, we

had no service and we couldn’t retrieve voice mail. An Internet-based phone system could offer more flexibility, and allow us to manage and route calls more easily if we face another similar disaster. Because school was cancelled for a week, and we were camping at home without electricity for nine days, I wasn’t the only one learning things. My eightyear-old son received several days of on-the-job “claim adjuster assistant” training. He learned about roofs and tree damage, partial payments, deductibles and coverage triggers. This learning builds on other expertise he developed accompanying me on underwriting risk inspections starting when he was 18 months old. He also learned about how insurance agents respond when disaster hits. On Friday, at the end of one of the most draining weeks we’d encountered as a staff, he put his artistic skills into motion and drew pictures for everyone in the office under Uncle Ryan´s guidance. He even wrote my dad a letter, complimenting him on his hard work and client response. It made me proud—and a bit hopeful that the sixth generation of Parrys is being groomed to keep our local business moving forward. Ten weeks after the storm, I’m amazed at how much our region—and our staff and customers—went through. And how far we’ve come. I’m honored to be an independent agent, and I’m privileged to have resources, like fellow agents and groups like ACT, that help me to support my clients and community, in good times and bad. Lisa Parry Becker is a principal of Parry & Son, an independent insurance agency located in Langhorne, PA, as well as a member of the ACT Committee. Lisa wrote this article for ACT and she can be reached at lisa-parry@ parry-insurance.com. This article reflects the views of the author and should not be construed as an official statement by ACT. http://www.independentagent.com/Resources/AgencyManagement/ ACT/Pages/planning/DisasterPlanning/AgencyPrePlanningSuperstormSandy.aspx

Summer 2013 • THE BIG “I” VIRGINIA

Workplace Romances – a Challenging Inevitability for Employers

By Julie Leutschaft, MPA, MHA, Contributor - Affinity HR Group

ere’s a fun fact: Of the top three places where prospective partners meet, the first is college, the second is at a bar and the third is at work. While that information may be of help to those who are immersed in the dating scene, employers should take note. While they may try to dissuade or even prohibit it, the fact of the matter is that there is a high probability that workplace romances will occur. And with those romances come the potential for some tricky management issues. Consider the following statistics from Women’s Health Magazine about workplace dating:

THE BIG “I” VIRGINIA • Summer 2013

When we are talking about dating in the workplace, liability is the real issue here, particularly if a workplace relationship ends in a bad way. The worst scenario is that the employer would have to deal with allegations of sexual harassment and associated legal consequences for the company. But, even short of that, a soured relationship could complicate an unrelated employment action such as a termination, demotion, poor performance evaluation or a change in schedule or pay, particularly if the affected employee seeks to link the action to a failed romance with another employee. Even in cases where a workplace relationship is goes well, other coworkers could allege disparate treatment over employment practices, decisions and actions that affect them. Interestingly, it is not uncommon for an employee to get to litigation by claiming disparate treatment in cases were a coworker in a romantic workplace relationship is perceived to receive better treatment from the manager. So, given that workplace relationships are likely to happen

FCCI-3-VA-3.725x9.875.pdf

under any circumstance, what’s an employer to do? First and foremost, there should be a clear policy covering familial and dating relationships in the workplace, the purpose of which is to ensure that there is no conflict of interest or activity which may influence (or appear to influence) the ability of an employee to perform his or her job. The best practice is to ensure there are no direct reporting or supervisory relationships involving family members or dating partners, either of which has the potential to seriously compromise the organization and put the company at risk. Some employers have a notification policy that requires their employees to self-disclose when they enter into a dating relationship, which may help protect the company later if sexual harassment claims are filed. Some companies even go as far as to have the couple sign a “love contract,” an agreement that establishes workplace guidelines for dating or romantically involved coworkers. Such contracts establish the fact that the relationship is consensual and is aimed at limiting the liability of an organization in the event that the romantic relationship ends. Of course, any measure or policy should be reviewed by your corporate counsel or HR representative to ensure they are well written, accurately reflect what you want the message to convey and be clearly communicated to the workforce. A no-dating policy or love contract, in conjunction with a strong sexual harassment policy and the establishment of effective reporting and investigation procedures, will go a long way to protect the company from litigation. Another recommendation is to require that all employees attend sexual harassment training and sign certificates of completion to prove they are aware of the company’s core values and expectations for respectful behaviors. Given the statistics, if you manage of workforce of almost any size it is quite likely that at some point you will discover a budding romance among two employees. Now is the time to ensure that everyone involved in the relationship – the couple, the workplace and you – is prepared.

7/6/12

3:17 PM

Not just customers.

CMY

Julie Leutschaft is a contributor for Affinity HR Group, LLC, IIAV’s affiliated human resources partner. Affinity HR Group specializes in providing human resources assistance to associations such as IIAV and their member companies. To learn more, visit www. affinityHRgroup.com

Relationships. Every commercial insurance company wants to build its customer base, increase retention and inspire loyalty.

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800-226-3224 www.fcci-group.com Summer 2013 • THE BIG “I” VIRGINIA

Marketing for New Producers By Virtual University Faculty

ecently, our “Ask an Expert” service received the following question:

QUESTION: ”I was wondering if there were any specific marketing techniques that other insurance agents have used that could help a young agent (less than one year in the business) get more of a “grip” or hold in the market. Is there a tried and true method utilized to get a young agent’s name more “readily” recognized in a saturated market?”

ANSWER: In one way, this question raises more questions than it answers. What particular market, if any, is the producer targeting? In what field or industry, if any, does the producer have expertise? Below are some general comments from our faculty and we invite further suggestions from our readers. If you have ideas, email them to Bill.Wilson@iiaba.net and we’ll post them online. Be sure to include your name, agency, and city/state for credit.

FACULTY RESPONSE: You did not give us much to go on. I am not sure what kind of insurance you are selling or what you mean by a “saturated” market. And, in answer to your question, yes, there are ways for a new producer to make an impact, it just depends on what type of insurance you want to sell and to whom. 34

THE BIG “I” VIRGINIA • Summer 2013

FACULTY RESPONSE: The key is networking, networking, networking. I recommend a good book by Dean Lindsay called “Cracking the Networking Code.” His website is http:// deanlindsay.com/. His points are timeless advice for making new connections, either with prospects or company reps. Get out there consistently. Make it a priority. Plan it. Do it, and watch the network generate new opportunities.

FACULTY RESPONSE: There are no secrets -- hard work and knowledge of insurance are the most important thing.

FACULTY RESPONSE: What are the young agent’s strengths? Does he/she have any strengths? Does he/she know a particular industry well? Perhaps you might reconsider the role of a young agent during their first year in a very complex, dynamic industry. Put them in charge of all the detail work for a successful senior producer, then turn the proven producer loose to generate a wagon load of business.

FACULTY RESPONSE: What are the producer’s strengths? I knew an agent who was a professional musician (one of thousands who couldn’t make a good enough living at just that) who focused on the entertainment industry and has done very well. Another agent was an assistant golf pro who focused

on country clubs, which led to high value personal lines and commercial lines accounts of members. Another agent came from a family of jewelers...he sells principally jewelers block policies from coast to coast (with a carrier with whom he developed a special package program). A good start is for each producer to weigh his/her strengths and weaknesses and familiarities with certain industries, then seek a good carrier/product for that industry. Then he/she should work diligently on sales, service and marketing skills through formal education.

Grocery and Convenience Store coverage in a five-minute phone call.

FACULTY RESPONSE: I used to tell new, relatively unskilled personal lines producers to visit every apartment and condo complex in a 25-mile radius and leave a “doorknob marketing kit” with tenants and homeowners. The majority of renters don’t have an HO-4 policy, much less an umbrella (which would come in handy is they burn the building down). Admittedly, the premiums aren’t great, but they probably need auto insurance and will one day become homeowners and perhaps business owners. It’s an efficient way of marketing and could lead to a move into commercial lines insuring the apartment complexes and condo associations. Great interpersonal and public speaking skills are a must...develop a 30-45 minute seminar that can be presented at apartment and condo clubhouses for free for tenants and owners. Also, have the producer join every local civic group he/she can for the networking opportunities. If the producer has a field of expertise (e.g., contractors), he/ she should consider joining organizations in that industry and become more visible.

FACULTY RESPONSE: A new producer should focus on industries he or she knows well or can learn quickly. Study Best’s Underwriting Guides for specific industries and read all you can about them online. Once you’re comfortable with your expertise, set production goals. Studies show that one of the top three reasons for failure by new producers is failure to set and achieve goals. Most young people have very poor personal management skills. Here’s a VU article that provides specific guidelines (and forms) for setting sales goals: http://www.independentagent.com/ Education/VU/Agency%20Management/Sales/Wilson/ WilsonCommissions.aspx (“How to Increase Your Commissions by 50%!”)

Call. Quote. Bind. Using TAPCO’s courteous and prompt call center, Grocery and Convenience Store coverage can be quoted, bound and delivered to your e-mail inbox quickly and accurately during one five-minute phone call. CGL Coverage Available:

Property Coverage Available:

• Primary limits up to $3 million Occurrence/Aggregate

• Building

• Liquor Liability Coverage available

• Business Income

• Contents • Basic, Broad or Special Form

• $5,000 Medical Payments Coverage • Additional Interests

• Replacement Cost or Actual Cash Value

• Excess or Umbrella limits up to $5 million

• Equipment Breakdown • Food Spoilage

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

• Computer Equipment • Outside Signs

The TAPCO Service Pledge • “A”-rated non-admitted carrier • $10 credit to your personalized TAPCO EZ Bucks Visa debit card • Competitive pricing with each policy • Fast policy turnaround • Visa, MasterCard and ACH • In-house financing available payments accepted • Quick claims handling

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

Do you have an opinion? Do you have suggestions for new producers that have worked for you or in your agency? Share

your experiences and thoughts with others by emailing them to us at Bill.Wilson@iiaba.net. Be sure to include your name, agency, and city/state if you’d like credit.

800-334-5579 www.gotapco.com

Summer 2013 • THE BIG “I” VIRGINIA

y t r a P Office Small Talk

any people are shy when it comes to working a room and engaging in small talk with people they don’t know or with whom they don’t normally interact. The holiday office party is a fertile ground for “small talkitis.” It is also a perfect opportunity to hone your networking skills to expand your contacts beyond the coworkers you already know. For most of us, it can be intimidating to approach a person — or worse, a group — when you feel like an outsider. But we can all become really good at small talk and have more fun doing so.

interrupting a one-on-one conversation (others will be listening) and it is easier to mingle in if you are alone vs. with a friend. •

Allow yourself to stand alone for a few minutes — someone will approach you, and if not, it is okay to be alone for a few minutes. Scan the room.

•

Use the opportunity to introduce yourself to management and compliment him/her or the company.

•

Follow the rules of “small talk:” o 5 to 8 minutes tops for each encounter.

Here are some Small Talk Guidelines: • Start with less challenging situations. If there is someone who is standing alone, approach him/her.

•

Be prepared with simple, non-threatening opening lines such as, “Nice party,” “Good turnout,” “Enjoying the party?”

•

Introduce yourself. Say the person’s name when he or she introduces back.

•

Be nosy but not inappropriate.

•

Ask if he/she lives in the area, what area he/she is in (vs. “What do you do?”). Use rapport questions and keep the focus on him/her, not you.

•

Be a flatterer — compliment something about the person, such as an accessory, tie, something you know he/she has accomplished.

•

After success with one or two 1-on-1 encounters, next, approach a small group. Smile and say hello, and introduce yourself when there is a pause in the conversation. It is easier to join in a group of three or more because you won’t feel like you are

THE BIG “I” VIRGINIA • Summer 2013

o Use courteous exit lines such as having to see someone else, going to the buffet table or bar, etc. o Don’t let a rude person intimidate you — just move on — it is his/her loss and, surely, his/her problem and shame on him/her for being rude! o Be a good listener. •

Use your office party this year to meet new colleagues, as well as connect with old ones, and have fun! No need to tell you how important it is to always be professional because while it is the holidays and it is a party, it is your career!

Richardson (http://www.richardson.com) is a leading sales training and consulting firm. We accelerate the productivity of salespeople by ensuring they have the skills, strategies, and processes to achieve their objectives and implement their organization’s strategy. Utilizing our proprietary customization process and comprehensive sales curriculum, coaching, diagnostics, and consulting, we help develop the critical skills sales organizations need to win.. Copyright 2006 by Richardson. All rights reserved. Used with permission.

THE BIG “I” VIRGINIA • Summer 2013

Need Help with a

Written Security Plan

s of 2003, you no longer have a choice as to whether you will have an Information Security Program per Virginia Statute 38.2-613.2. The statute requires that each insurance institution, agent, and insurancesupport organization will have a written information security program that includes administrative, technical, and physical safeguards for the protection of policyholder information. There is a lot of technical information available on our website and on the internet to help guide you on how to develop a security program, but we are finding that agents are overwhelmed with the technical of the information required and need and easy 7.5jargon x 4.625 solution. jgs_umbrella_7.4x4.625v1 2012 IIAV – through their for-profit subsidiary – and new partnership with Cyber Security Specialty Firm Sera-Brynn have a solution for you. Now you can get

in compliance and avoid potential penalties for noncompliance without all the headaches. Sera-Brynn has developed an information security policy specifically for IIAV member agencies for only $150. There is an additional nominal fee for agencies needing PCI and HIPPA language. Sera-Brynn will work with your individual agency to ensure that you have a plan in place that fits your agency structure and processes. SeraBrynn is one of the few companies with the industry certifications and capabilities to provide this valuable service to you. For more information on how you can contact Sera-Brynn and get in compliance today, visit www.iiav.com. Again…it’s the law that your agency has a security plan and the Bureau of Insurance is requesting copies of agency plans. Agencies have received fines for noncompliance.

Umbrella Programs that Give You More Options Preferred Property Program gives you broader, more flexible coverage with a range of limits Our umbrella liability policies are written by XL Insurance with Chubb Insurance Group for the excess layer—two of the industry’s most highly rated carriers. We offer four umbrella limits, with coverage you can rely on. • $5 to $25 Million in umbrella coverage with up to $50 Million in total limits. • Hi-Rise apartments up to 35 stories eligible, with higher eligible by referral. • Excess of D&O, General Liability, Auto, Employers Liability, Employee Benefits and more. • Developer-sponsored boards eligible.

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Summer 2013 • THE BIG “I” VIRGINIA

The Top Five

As someone who has been in sales for over 24 years, and now as a sales trainer, speaker and coach, I continually hear debate over the following five sales myths. In this article I will expose and throw light on these top sales fairy tales. By John Chapin THE TOP FIVE SALES MYTHS DEBUNKED Sales Myth #1: Sales is NOT a numbers game. The more people you talk to, the more business you will do, even a blind squirrel finds a nut if it keeps looking. Granted, you want quality behind the numbers and, depending upon your business, it may be helpful to do some research on the person you’re calling before you call. That said, in order to be successful in sales you need lots of good solid relationships and the only way to get those relationships is to go out and talk to lots of people. The bottom line is: if you talk to enough people during the day, you will eventually run into someone who says, “I need what you have” or “I know someone who needs what you have.” Know the number of people you need to talk to during the day in order to be successful and then go out and talk to that many people and more. Sales Myth #2: Cold calling is a waste of time and doesn’t work. In over 24+ years I’ve built four different businesses primarily through cold calling. Cold calling is simply the fastest, most pro-active way to get leads. The reality is: if you are new in business or struggling, it’s more than likely you don’t have enough leads and you’re not getting enough through networking, referrals, and other sources... Time to cold call. Yes, cold calling is 40

THE BIG “I” VIRGINIA • Summer 2013

the most difficult, most time consuming task you can do, yet unless you have millions of dollars to spend on marketing campaigns, cold calling yields results like no other prospecting method. Also, cold calling builds character and keeps you grounded. The reality is: if you can cold call effectively and with confidence, nothing will stop you, you will be able to do any other sales task you need to do in order to be successful. That is why I recommend you never stop cold calling even when you are extremely successful. Granted, you may only make one or two cold calls a week at that point, but this will keep you sharp and on your toes. Sales Myth #3: Friday afternoon is a bad time to call on prospects and clients. Most salespeople believe that prospects either take Friday afternoons off or, if they do work, that they don’t want to be bothered by salespeople at this time. This is simply not true. Not only do most prospects work on Friday afternoons, they are also in a better mood at this time than at any other time during the week. As a result, Friday afternoon is a great time to prospect and close business. In addition, because most salespeople don’t make calls at this time, you will stand out as someone who is dedicated and hard-working. The bottom line is: Friday afternoon is one of the best times to prospect and close business.

Sales Myth #4: A good salesperson can sell ice to Eskimos. The premise here is that a good salesperson could sell someone on something that is so obviously not needed. Nothing could be further from the truth. Top salespeople, over the long haul, don’t take advantage of people by selling them something they don’t need. Top salespeople make it all about the other person and they always do what is best for them, even to the point of sending someone to the competition on rare occasions. That said, are their some “temporary” sales successes who take advantage of people and make lots of sales by selling them items they don’t need? Yes. But in the long-term those people get caught, burn out, find that their personal lives in shambles, or a combination of all of these. The bottom line is: you can’t take advantage of people for long and live a happy, fulfilling, successful life. The top salespeople are honest, have integrity, and focus completely on the other person. They only make the sale if it is a win-win. Sales Myth #5: The customer ISN’T always right. Salespeople I’ve seen with this attitude seem to have a chip on their shoulder. It’s an attitude of arrogance in which they seem to believe the customer should be privileged to be doing business with them as opposed to the other way around. If you have a mindset that the customer isn’t always right, chances are great that you will not go above and beyond, you will not do more than expected, and you will not deliver top-notch, second-to-none follow-up and service after the sale. If you do not do everything within your power to ensure the customer has a great experience, odds are they will have a mediocre experience at best and you will never stand out. That said, is the customer always right? No, but you’d better walk into that conversation convinced they are, or they will pick up on your suspicion and indifference quickly and as opposed to running into that 1% of unreasonable people, you’ll find the number closer to 50%. For access to John›s free monthly newsletter and white paper on what it takes to be successful in sales, visit John›s website at http://www.completeselling.com. Have a sales question? E-mail John at johnchapin@completeselling.com John Chapin’s specialty is helping salespeople and sales teams double sales in 12 months. He is an award-winning sales speaker, trainer and coach, a number one sales rep in three industries, and the primary author of the gold-medal winning “Sales Encyclopedia”. In his 24+ years of sales, customer service and management experience, he has thrived in some of the toughest markets and economies.

COMMITMENT A PROMISE WE DON’T TAKE LIGHTLY

“Volunteerism is a rewarding commitment. This same feeling of gratification comes from my 16-year career in the insurance industry, working with experienced managers and underwriters and assisting our agents in being successful.”

Chuck Craycraft Branch Manager in Westerville, Ohio—and Habitat for Humanity volunteer Connect with Chuck on LinkedIn!

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

800.388.8178

jmwilson.com

Summer 2013 • THE BIG “I” VIRGINIA

Offer Customers Coverage Options:

A Growth and “CYA” Strategy

Let Customers Make the Buying Decision and Document Accordingly

gents have all kinds of customers, from the ones that think they know more than the agent about their insurance needs to the ones that could not care less and think insurance is a necessary evil to comply with contractual agreements. There are probably some commonalties among agency customers – most are focused primarily on price! This is completely understandable, but just because your customer is focused solely on price doesn’t mean the agency should be. The number one way to grow agency revenue is to sell more coverage. Whether this is done through writing new accounts or account rounding, it is not an easy thing to do, especially when dealing with price shoppers. However, selling more coverage is not just a way to increase revenue, it also allows the agency to CYA (“Cover Your Assets”) from potential E&O claims down the road. It’s a pretty simple formula:

Offering Coverage = Increased revenue + Fewer E&O Claims Oftentimes producers are faced with customers that want the same coverage

THE BIG “I” VIRGINIA • Summer 2013

they’ve had for years or just the minimum to meet the insurance provisions of contracts. There is a preconceived notion that customers will not purchase coverage options and agents are uncomfortable asking the customer to take the time to do a more thorough evaluation of their insurable exposures. The underlying unease of being a pushy salesman may prevent producers from offering additional coverages. This is a trap that producers must not fall into. Agents are best served by providing customers with their coverage options and letting the customer decide what to purchase. Coverages rejected by the customer should be documented in the customer file for when the customer’s memory fails after an uncovered claim. This documentation will allow your E&O carrier to provide the agency with a solid defense should an E&O claim occur. Believe it or not, the agency will also have a stronger bond with the customer because of the professionalism of addressing insurance needs that have never been discussed in the past. Whether they buy the coverage is not necessarily the point, because at the very least you are addressing your own “CYA” factor.

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Summer 2013 • THE BIG “I” VIRGINIA

THE BIG “I” VIRGINIA • Summer 2013

Summer 2013 • THE BIG “I” VIRGINIA

THE BIG “I” VIRGINIA • Summer 2013

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Good people Make great partners!

When you represent Harleysville Insurance, you get the support of the industry’s best to help you succeed. By working with you to land key accounts. By helping you cross-sell to existing customers. By getting your policyholder a fast, fair claims settlement. And, well, whatever it takes to help you grow profitably with us. What’s more, as a member of the Nationwide family of companies, Harleysville’s commitment to the independent agent grows even stronger. Nationwide is one of the largest and strongest diversified insurance and financial services organizations in the U.S., and ranks among the top 10 independent agent companies in the country! For more information about the benefits of a Harleysville appointment, call the “Good people to know” at 800.523.6344, ext. 5016, or visit our website.