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WINTER 2014

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 Message from the Chairman of the Board

IIABSC Staff

Message from the National Director

IIABSC Spring Conference Preview: Are You Growing or Dying? 16 ProjectCap Client Case Studies 18

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

E&O Audits Aren’t Too Scary 22 ACT: Agency Strategies to Successfully Manage Change 24

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

Big “I” Markets 28 Big “I” Markets FAQs 29 Member News 32

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

AIAM 2014 Course Calendar 33 Palmetto Partners 34

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

Mary A. Ellis Professional Development Administrator ext. 1219 or 803.760.1219 mellis@iiabsc.com Jessica Martinez Customer Service Representative ext. 1225 or 803.760.1225 jmartinez@iiabsc.com Martha Lavigne Administrative Assistant ext. 9461 or 803.731.9461 mlavigne@iiabsc.com

IIABSC Education & Events Calendar 35 2014 Board of Directors and Executive Committee 38

Advertiser Index Access Home Insurance

38

Johnson & Johnson

20, 21

Amerisafe 27

Lighthouse Property Insurance

17

Anderson and Murison

25

M. J. Kelly of South Carolina

23

Assure Alliance

19

Preferred Specialty

39

Atlas General

17

RPS Rollins

3

Builders Mutual Insurance

9

SCHBSIF 7

Burns & Wilcox

5

Summit Marketing Services

15

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.

FCCI Insurance Group

19

TAPCO Underwriters

11

Genesee General

27

The Iroquois Group

37

GUARD Insurance Group

25

The National Security Group

15

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.

ISU Agency Network

40

UPC Insurance

31

JM Wilson

31

Utica National

25

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

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10

115th Annual Convention Wrap-Up 12

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

6

South Carolina Agent & Broker • Winter 2014

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IIABSC Chairman of the Board Ken Finch, CPCU, CRM, CIC, AAI

L

ike many of his industry colleagues and competitors, Underwriter (CPCU), Certified Risk Manager (CRM), Certified Ken Finch didn’t set his sights on an insurance career at an Insurance Counselor (CIC) and Accredited Advisor of Insurance early age. He credits his childhood neighbor, who offered him (AAI). He encourages and supports similar designation training a summer job, for introducing him to the industry that would by his staff. become his career. Likewise, Ken has a strong passion about being involved – Working a hot summer construction job in Raleigh, NC, Ken both in his personal and professional lives. He encourages others came home one afternoon exhausted, grimy and grumpy. Watching him drag across the yard, Ken’s neighbor offered him a job that had “inside office work and air conditioning.” Thinking it was just a joke, Ken took him up on his offer and was quickly introduced to the insurance agency business. The rest is now history. That summer job was enough to get Ken Finch interested in an insurance career, and following graduation from Atlantic Christian College, he started his first job as a crop/hail underwriter for the NC Farm Bureau. Over the years he was a commercial underwriter and agent, which led him to his first job in an independent insurance agency in eastern North Carolina. After sales management positions with BB&T Insurance in Charlotte and Greenville, in 2004 Ken moved IIABSC Chairman of the Board Ken Finch in the lobby of the Greenwood to his current position as President of Countybanc Insurance Countybanc Insurance Services office, where he is the President. Services in Greenwood, SC. Formerly known as Dantzler Insurance, Countybanc Insurance changed the name in 1998 to more closely connect the agency to its parent organization. The agency offers all lines of insurance in three locations (Greenwood, Greenville and Lexington) and works closely with its banking parent that also offers a full array of financial services to customers. Countybanc Insurance has built a reputation of providing personal service and custom insurance products while building a loyal customer base – all of which blend in well with the Trusted Choice® brand for independent insurance agents. Trusted Choice® is part of their agency culture and compliments the public message that Ken Finch with his family and Countybanc colleagues at The Grove Park Inn in Countybanc Insurance portrays. Asheville, NC, hours away from being sworn in as IIABSC Chairman during the Insurance education and training is also important 115th Annual IIABSC Convention awards banquet. L to R: His son Carter Finch, to him, as evidenced by all the industry designations that wife Dorothy Finch, Ken, Countybanc Agency Manager Brandy Baker, Spouse Ken has personally earned: Chartered Property & Casualty Robin Templeton and Producer Robbie Templeton.

6

South Carolina Agent & Broker • Winter 2014

(continued on page 8)

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2014 IIABSC Board of Directors at The Grove Park Inn. Standing L to R: Will Bowers, Jay Taylor, Dana Groome, Scott Moseley, Bobby Bryant, Jon Jensen, Ben Galloway, Bill Silcox, Ashley Brady. Sitting L to R: Steve Cannon, Gus Brabham, Ken Finch, Tom Bates, Jr., Harrison Cline.

to “find a passion” and “find a career, not just a job.” It is that kind of dedication and passion that led Ken to win the 2001 Leadership Award from the Greenville Association of Insurance Women and the 2012 Associate of the Year from the Greenwood Homebuilders Association. Of course, involvement with IIABSC has been a “natural” for Ken. He was elected Ken in the Greenwood Countybanc Insurance Services office to the Board of Directors in 2007, which with Angel Harris (left) and Brandy Baker (right). Countybanc supports the Trusted Choice® brand for independent later led to officer positions. He has chaired insurance agents and is an early adopter of ProjectCap. the IIABSC InsurPac committee and helped continue the streak of nine consecutive Chairman Finch enjoys fishing, so much that he Eagle Awards for South Carolina. builds custom rods. A few of his designs have Ken enjoys golf, but he LOVES fishing. Annual been featured in past InsurPac fundraisers. fishing trips to the NC Outer Banks are sacred to him. His From growing up in North Carolina, his regular “fishing hole” is at the Outer Banks. real love is surf fishing, although he has been known to fish offshore if you twist his arm. His love of fishing has also led him to another passion and hobby: building custom fishing rods. It has almost become a second business to Ken, and he is committed for several fishing rods to friends and family before Christmas. But Ken’s ultimate passion and love is his family – wife Dorothy and son Carter. Married to his college sweetheart for 32 years, Ken will tell you that nothing in his life is better, or more important, than the family time they share together. That time includes keeping up with Carter, who is finishing a baseball career and earning his degree at Covenant College in Lookout Mountain, Ga. As Ken takes over the Chairmanship of IIABSC, don’t be surprised if Ken might have been lured to the insurance business by he challenges you to “get involved” or “find your passion” and remember the promise of air conditioning while working a summer he is only encouraging you to do something that he himself started many construction job, but that never stopped him completely from years ago. working outdoors. 8

South Carolina Agent & Broker • Winter 2014

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National Director

F

Jon A. Jensen, AAI, AIP

Time to celebrate! InsurPac hits $1 million

or the second time in history, InsurPac, the Big “I” federal political action committee (PAC), is a ONE MILLION dollar PAC! It’s the largest property & casualty agent PAC in the nation by far. In addition to this big overall goal, IIABA sets goals for individual states. IIABSC surpassed its 2013 goal by more than $36,000, earning us our 9th consecutive Eagle Award. This award is earned by state associations that raise an average of more than $100 per agency in InsurPac contributions. Many of our members went above and beyond to raise extra contributions in their agencies and make contact with other members. One point of pride is that 323 individuals in South Carolina made contributions in 2013, which is the highest number of any other state across the nation. At least three agencies had 100 percent employee participation: Countybanc Insurance (Greenwood) and First Charter Company (Marion) and Correll Insurance Group (Spartanburg), which I’m proud to say. The IIABSC association office also reached 100 percent employee participation in 2013. Some of our Annual Convention activities went a long way to our fundraising success in 2013. There were visits by Bo and Bubba of “InsurPac Dynasty” and our incredibly successful “Dancing with the Stars” dance contest. Photo recap is on pages 12-14 with many more on the convention event page of our website, www.iiabsc.com. If you’re wondering what exactly a political action committee is, I can explain. InsurPac plays a key role in our national organization’s success in political advocacy by raising money to then contribute to candidates running for federal office, which increases visibility on Capitol Hill while empowering members to participate in the political process. Whether you realize it, political advocacy on the state and federal levels is an incredibly important reason to be a member of a trade association like the Big “I.” Congress regularly considers legislation that directly affects the livelihood of independent agents and our clients– from taxes, healthcare, flood insurance and the overhaul of the insurance regulatory system. That last item is high on the list of priorities, and things are 10

South Carolina Agent & Broker • Winter 2014

starting to move. The US Dept. of Treasury’s Federal Insurance Office recently published a report on How to Modernize and Improve the System of Insurance Regulation in the United States. It’s on our website. It calls on Congress to enact the National Association of Registered Agents and Brokers Act (known as NARAB II) because “consumers are detrimentally affected by the lack of uniformity and reciprocity in producer licensing.” We have a strong federal affairs team at the national Big “I” office, as I can personally attest from serving as Chairman of the IIABA Governmental Affairs and InsurPac committees, but I also know that they can’t do it alone. The keystone of their efforts is us, the membership. It is vital that we play an active role in shaping the public policy debate and the laws that come out of Washington DC. The Big “I” prides itself on member political engagement, and since all contributions are completely voluntary, the continued growth of InsurPac is the best evidence of this commitment. The next best visible display of our organization’s grassroots support is held annually in Washington with the Big “I” Legislative Conference. Scheduled this year for April 9-11, attendees receive an in-depth issues briefing and breakfast with several prolific Congressional speakers before they are unleashed on Capitol Hill to meet with their state delegations on the pressing issues directly impacting the independent agency system and therefore our clients. We talk about how the decisions made by Congress will affect agents, clients and consumers. Through us, Big “I” National has two important lobbying tools: InsurPac to make financial contributions to federal candidates and a membership (voters) who are paying attention to who in Washington supports these issues. I want to thank our Board of Directors for their support, especially last year’s InsurPac chairman Gus Brabham and his partner in crime, IIABSC Chairman-Elect Scott Moseley, and special thanks to everyone that contributed in South Carolina. Look for a complete list of 2013 InsurPac contributors in the next edition of the magazine.

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11

Red Carpet Experience 115th Annual Convention

Oct. 13–15, 2013

Ken Finch, CPCU, CIC, CRM, AAI of Countybanc Insurance in Greenwood was elected Chairman of the Board by the general membership during the annual meeting. Scott Moseley of Irmo Insurance in Irmo was elected Chairman-Elect and Treasurer of the Board of Directors, Tom M. Bates, Jr., of Herlong Bates Burnett in Greenville was elected Secretary of the Board of Directors, and Jon A. Jensen, AIP, AAI of Correll Insurance Group was re-elected to another three-year term as National Director. Ashley Brady, CIC, of First Charter Insurance in Marion moved to the position of Immediate Past Chairman. Three new directors were also elected to three-year terms on the Board of Directors beginning Jan. 1, 2014: Gus M. Brabham, IV, CIC, of Regions Insurance in Columbia, James B. Galloway of Peoples First Insurance in Rock Hill and James G. Taylor, Jr., CIC of Kinghorn Insurance Agency of Beaufort. Immediate Past President Kathy D. McKay, CIC, CPIW, CRM, of McKay Insurance in Mt. Pleasant, Secretary Scott Moseley of Irmo Insurance and retiring directors Kim J. Gore, CIC, of HUB International Southeast in Myrtle Beach and Richard L. Walker, CIC, of Cormell Street & Patterson in Florence were recognized for their service and dedication to the association. IIABSC National Director Jon A. Jensen, AIP, AAI, delivered the oath of ofce.

and dedicated Clemson Tiger. But of course one of Ross’s biggest accomplishments was last year when he was elected to the SC Senate. It was a very crowded eld with four challengers plus the incumbent, who had been high-ranking and long-serving. The Agent of the Year is named for Hayne P. Glover, Jr. to honor his many years of dedicated service to the Big “I” state and national associations. Glover was from Greenville and is the only South Carolinian so far to serve as the national association president. Glover was an outstanding example of service to his community as well as the industry, which are the criteria used to evaluate nominees for this award. The award is sponsored by AFCO/ Prime Rate Premium Finance in Florence.

Young Agent of the Year Midlands insurance executive Angus M. “Gus” Brabham, IV, CIC, of Regions Insurance has been named the 2013 Young Agent

Grove Park Inn, Asheville, NC

Let your Star Shine!

of the Year. Gus is a Wofford College graduate and has been a great leader among the young agents in our association, serving on our Board of Directors, Trusted Choice® branding committee and chairing the InsurPAC committee, to all which he has brought a unique quality and style. In his community he is active with Trinity Episcopal Cathedral where he has been part of their Foundation and Dean’s Search committees and a Sunday School teacher. He works with and supports the National Alliance on Mental Illness and also Make-A-Wish South Carolina in conjunction with our Trusted Choice® partnership. He has also coached basketball, soccer and sporting clays. The Young Agent of the Year award is given to an independent insurance agent age 40 or younger for outstanding service to his or her community outside the eld of insurance and has contributed to the betterment of the industry. It is sponsored by AFCO/ Prime Rate Premium Finance in Florence.

Agent of the Year State Senator C. Ross Turner, III, CIC, of The Turner Agency in Greenville has been named the 2013 Hayne P. Glover, Jr. Agent of the Year in recognition for outstanding community service and contributing to the betterment of the insurance industry. Ross has been active in the association for many years including serving on the Board of Directors and as Chairman of the Trusted Choice® Committee when we were rst developing the brand. He and the rest of the agency, including his wife, Julie, were one of the rst in the nation to truly “Live the Brand.” He has also served on the Young Agents and membership committees. He carries the CIC designation and has served as an instructor for some of the continuing education classes offered by the SC Big “I.” Active in his community, Ross has been involved in the Greenville Rotary, Leadership Greenville alumni association and Buncombe St United Methodist Church. Anyone who knows him can also attest that he is a loyal

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South Carolina Agent & Broker • Winter 2014

Clockwise from top: (1) Incoming Board of Directors take the oath of ofce. (2) Retiring Director Richard Walker, CIC, is recognized for his service. (3) Retiring Immediate Past Chairman Kathy McKay, CIC, CRM, CPIW, is recognized for her 11 years of service on the Board of Directors. (4) Sen. C. Ross Turner, III, CIC, is named Agent of the Year, pictured with IIABSC Chairman of the Board Ashley Brady, CIC.

Industry Person of the Year John C. “Jack” Horejsi of Lexington, SC, and The Main Street America Group. The award recognizes industry representatives other than independent insurance agents who have contributed greatly to the insurance industry in our state. Jack has been one of the most loyal company representatives of the past 20 years of the SC Big “I.” After graduating college in Kansas, he served in the Marine Corps and started his insurance career with Federated Mutual Insurance Co. in the audit department. After ve years, he came to South Carolina and worked for an independent agency in Spartanburg. He eventually moved back over the carrier side of things and made his way to Main Street America/ National Grange Mututal, where he’s been for nearly 30 years, working tirelessly with SC agents. Through trusted relationships he has provided agents with the service and support needed for them to achieve protable growth with MSA. He was even inducted into the MSA Circle of Excellence, requiring nomination by fellow employees and conrmation by senior management for his embodiment of their core values.

AAMGA Outstanding Committee Chairperson(s) For the rst time there were two recipients of the AAMGA Outstanding Committee Chairperson award for their outstanding partnership of service to IIABSC: William J. Bowers, AIP, of Russell Massey and Co. in Columbia and James G. Taylor, Jr., CIC, of Kinghorn Insurance Agency of Beaufort. Together they co-chaired the SC Young Agents committee with big ambitions for its role in developing our future industry leadership. The award is sponsored by the American Association of Managing General Agents, who regularly support the Big “I” and the independent agency system.

Chairman’s Citations Top to bottom, L to R: (1) Young Agent of the Year Gus Brabham and (2) Industry Person of the Year Jack Horejsi stand with Chairman of the Board Ashley Brady. (3) Outstanding Committee Chairs Jay Taylor, CIC (left center) and Will Bowers, AIP, (right center) stand with Chairman Brady and AAMGA Leader Robert Sanders, Jr. (right). Chairman’s Citation recipients Gary Cornell (4) and Robert Sanders, Jr. (5) stand with Chairman Brady. (6.) Golf tournament Todd Hiott (center) stands with tournament Chairmen Chris Bagwell (left) and Paul Steadman (right). (7) Grange Insurance rakes the exhibitor awards with Best Booth and Best Costume.

Gary D. Cornell of AFCO/Prime Rate Premium Finance in Florence and Robert H. Sanders, Jr., CPCU, ASLI of Preferred Specialty in Columbia were recognized for their service to IIABSC with Chairman’s Citations from Ashley Brady, CIC.

InsurPac fundraisers

There were two separate InsurPAC fundraisers going on at convention. The rst of which was the Yeti Cooler donated by Bo & Bubba, two SC duck hunting enthusiasts who stopped by our banquet to thank us.

The other was our Dancing with the Stars spoof during the opening reception, where four agents “let their stars shine,” showing us talent we never imagined they had. Attendees voted for the winners by making a contribution to InsurPac. Dancers included Jay Taylor, Jr., CIC, of Kinghorn Insurance Agency of Beaufort, Julie Turner of the The Turner Agency in Greenville, Brandy Baker of Countybanc Insurance in Greenwood and Jules Anderson, AAI, of Anderson Insurance Associates in Charleston. The votes were tallied, and Jules Anderson was named our reigning star. Between the Yeti Cooler, which brought in $11,755, and our dance contest, which brought in $2,935, our 2013 annual convention attendees contributed $14,690 to InsurPAC.

Golf tournament The Henry G. Turner Golf Tournament was held at the Grove Park Golf Club. Cash prizes and golf clubs were awarded to the winners, which are as follows:

Flight 1:

Winner/ First Place: Todd Hiott Second Place: Evan Jeffords Third Place: Ryan Eaddy

Flight 2:

Winner/ First Place: Chad Laughner Second Place: Robbie Templeton Third Place: Harrison Cline

Flight 3:

Winner/ First Place: Scott Creamer Second Place: Bob Briante Third Place: Cary Wilson

Long-drive winner: Ryan Eaddy

Closest-to-the-pin: Ashley Brady

Exhibitor awards

Grange Insurance won “Elly Packy Derm” the Golden Elephant, awarded to our exhibitor named “Best Booth” overall by a panel of judges during our trade show. Best Booth: Grange Insurance 2nd place: J.M. Wilson 3rd place: Assure Alliance Best Costume: Grange Insurance 2nd place: J.M. Wilson 3rd place: Lighthouse Property Ins.

(continued on page 14)

Winter 2014 • South Carolina Agent & Broker

13

Special thanks

to event planning committee: Committe Chairman Kathy D. McKay, CIC, CPIW, CRM, McKay, Stelling & Associates Faye Bradham, LUTCF Bradham Insurance Agency Cooper Carter, CIC Pinckney-Carter Company Phyllis Carpenter Hull & Company, Inc. John T. Cook, CIC John T. Cook & Associates Gale Golightly Preferred Specialty LLC Buck Inabinet, AAI Taylor Agency Grayson King Johnson & Johnson Debbie Martinez J.M. Wilson Paul W. Steadman, CIC The Steadman Agency, Inc. Lisa Vliet The Hartford Teresa C. Yount, CPCU, CIC, CRM, AINS, CPIW Correll Ins Group

View more photos at

www.iiabsc.com

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IIABSC Spring Conference preview

growing

Are you or dying?

A

By Tim Connor, IIABSC Spring Conference keynote speaker

re you growing? There are two ways to go with this question: your personal growth or your business growth. Let’s discuss each briefly, even though there is a lot more I could say about both. But first, what is dying? I’m not referring to physical death. Dying could be described in a variety of ways, but I’ll keep it short and stick to my philosophy: dying is letting go of what was and moving on to what is new. I see it as a potential positive. You might think this statement is contrary to the title, but think about it. Dying can be a prelude to growing or choosing to wallow in what you had or have lost. (I’m not referring here to losing a loved one or something very personal like health.) My focus here is on having a mindset of continuous growth or using dying as a step before sustained growth. The key secret is, if you continue to grow, dying or letting go is a natural part of the life process. Personal growth There are only two ways of living when it comes to personal growth: grow a little every day or don’t. This approach might sound overly simplified, but either you are aware of the need to keep growing in as many life areas as possible or you aren’t. If you aren’t, I’ll wager that as the years

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South Carolina Agent & Broker • Winter 2014

pass, you’ll end up facing the same challenges over and over again. If the learning is not where you need it life just repeats its learning opportunities. Personal growth requires a variety of behaviors or actions, things like: • • • • • • •

letting go of something that is sabotaging you in some way surrendering to something that is holding you back practicing something you want to do better changing something you need to improve trusting that things will work out challenging your perceptions, values and beliefs questioning your opinions, prejudices, mindsets, judgments

If you develop a daily habit of doing half of these things you will be amazed at the results you can achieve within only 3060 days. A new you awaits every day of your life, the question is do you let the new and better you surface or do you keep it suppressed behind a shield of fear, low self-esteem, arrogance or some other negative habit or mental process?

IIABSC Spring Conference March 12-13 Columbia, SC Visit www.iiabsc.com for registration and exhibit hall information. Business growth Whether your business is growing or stagnant depends on many factors. I can’t dig into each of them, but I would like to discuss what I believe are the most frequent issues involved when an organization or business is not consistently growing. The following are in no order of importance. I hope they prove to be food for thought. Relevance―1. being connected: having some sensible or logical connection with something else such as a matter being discussed or investigated. 2. Having social significance: having some bearing on or importance for real-world issues, presentday events or the current state of society or business. Relevance is the ability to bring realworld experience, reality and perceptions into decisions, actions, activities and behavior that maintain a connection between your business’s products and services and buyer needs, wants and trends

and the direction of market, technology and social influences. There are many aspects to consider when it comes to this issue of relevance. A few of them are: ego control, evaluating the past with integrity and reality, paying attention to trends, letting go of old emotional baggage or emotional attachments, the ability to throw away the box (way beyond just thinking outside the box), bringing creative solutions to problems or challenges and the ability to focus on the positives. Corporate self-image―Organizations are made up of individuals with various self-images and therefore create what I refer to as an “organizational or corporate self-image.” Organizations also create a destiny that is often consistent with how the combined group of employees see themselves as an entity (their personal self-image). For example, if a group of employees in a customer service department see themselves as unimportant and

unappreciated they will tend to treat customers in much the same way. Yes, there may be select individuals who treat customers with respect and concern, but by and large the department will treat most customers poorly because of their low self-image. If the management team in an organization for whatever reason(s) is not in sync with its direction, goals, decisions, philosophy, communication, etc., it will create confusion, a lack of harmony, low employee empowerment and poor performance among its employees. Corporate self-image is a major factor in determining organization success and relevance and whether you continue to prosper or become insignificant. Event Speaker Tim Connor has been helping businesses increase sales and improve management focus and effectiveness for the past 40 years. This March he will appear at the IIABSC Spring Conference. View schedule of events and register online at www.iiabsc.com.

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10:16 AM19 Winter 2014 • South Carolina Agent8/12/13 & Broker

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E&O Aren’t Too Scary By Eric Moberg, The Moberg Group

T

he word “audit” tends to make people cringe. For some the thoughts of mean IRS bean counters scrutinizing your finances come to mind. Over the years we have referred to audits as “E&O Risk Management Reviews” or “Agency Operational Reviews,” but that is really just semantics. Bottom line is that the word “audit” can have a very positive meaning. After performing hundreds of audits, I can assure you that the vast majority of agencies that have audits performed become repeat clients. I’m sure most other auditors would tell you the same thing. There must be some significant benefit to the agency or it wouldn’t be the case. Let’s start with who the auditors are: • Most agency auditors have extensive agency backgrounds, some as managers, others as agency owners. The average auditor has more than 20 years in the business. Some that are more “seasoned,” like myself, have more than 40 years in the insurance business and have owned their own agency. •

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Most of us have performed audits in hundreds of agencies over the years and visit new agencies every month. We have probably seen almost every variation there is in agency operations and markets, including wholesalers, MGAs and MGUs. These agencies vary in size from just a few people to the largest agencies in the country. My smallest client has two employees including the agency principal; my largest has more than 1,200. They vary in other ways too, including agencies in the most rural areas to those in the largest cities, and agencies that are generalists to the extremely specialized.

South Carolina Agent & Broker • Winter 2014

Auditors gather a tremendous amount of agency operational knowledge from their exposure to so many different organizations. We see and learn new things from innovative agencies all the time, giving us a good perspective of what’s going on in the industry.

Sometimes it can be scary for the auditor too! On occasion we also see some of the worst of agency operations with little structure and little or no management. We learn from those agencies as well.

Now that I’ve covered who will perform your audit, I’m sure you want to know what’s in it for your agency. The answers are many, but let’s start with the benefit that catches most agency owner’s eye. The agency may receive a three-year 10 percent premium credit for completion and compliance with the audit. This credit is in addition to any E&O education credits you may earn on an annual basis through your association. In most cases the credit will pay for most or all of the cost of the audit in the first year! The most obvious benefit is the reduction of E&O exposure for your agency. Going through an E&O claim is not pleasant. Besides the financial impact with the deductible, additional legal expenses, cost of management and staff being tied up in depositions or court, it can be an emotional event for the employees involved. Completing an audit does not guarantee that you will not be sued, but if you have followed the audit recommendations it should put you in a more defensible position. Another benefit I hear often from my clients is that we bring industry knowledge that they would not be exposed to on their own. I am often asked “how does my agency stack up to others you see?” Of course things we see that are proprietary within an agency are never shared with another agency. However, general things we see including industry trends, communication methods used with agency clients and innovative marketing ideas can sometimes be shared as they are not specific to one agency. One important benefit we have developed over the years is providing agencies with solutions to the more common recommendations of their audit results. We have more than 80 documents, checklists, disclaimers and wording they can use in client communications and documentation. We also have samples of compensation plans, non-piracy agreements, renewal questionnaires and catastrophe and data security plans. We also provide a copy of our widely used Agency Operations & Procedures Manual. One objection, usually from an agency that has never had an audit, is the fear that it will take too much time away from their work. I can assure you that an audit is not disruptive to the

agency. We are well aware that your work with clients comes first. We normally have just one staff member away from their desk at a time and for no more than 20-30 minutes for workflow and communications-oriented discussions. How do they interact with your clients, with each other and with your carriers? How is communication documented, and are the communication and documentation processes consistent with procedures? The “trinity” of E&O risk management is: communication, documentation and consistency. Every agency can benefit from developing consistent workflow and documentation. Audits help to identify areas that can be improved and provide the path to achieve consistency in the agency. The good news is that most agency audits are done voluntarily. They are not punitive in nature, and it is a “win-win” for the agency, state association program and E&O carrier. Great ideas can be exchanged, new methods learned and developed and E&O exposure reduced. The feedback from the staff is usually very positive as they feel included and hopefully influence positive change within the agency. So, let your fears subside. Contact Laura Cornell at 803.760.1227 or lcornell@iiabsc.com about having an audit performed in your agency before your next renewal.

Winter 2014 • South Carolina Agent & Broker

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Agency Strategies to Successfully Manage

F

In a time of rapid and profound change, it is critical for agencies to create a culture that embraces innovation coupled with a defined process for successful change management. This article shares several of the strategies that ACT participants have found successful in implementing their changemanagement programs. Agencies that keep up with the changes taking place around them and empower their employees to share their ideas and innovate as well as to involve them in the changes being made are finding themselves well positioned for the future. By Jeff Yates, ACT Executive Director

ew would dispute that we are living in a time of rapid and profound change. Consumer expectations are changing fast, often shaped by their experiences in other industries. More and more consumers are “connected� and communicate with their business partners using any device that is handy to them at the time. These consumers are also empowered by social media and use it to research their potential business partners, as well as to spread the word when they receive bad service. New technologies are enabling businesses to enhance the consumer experiences that they provide and to differentiate themselves from their competitors. 24

South Carolina Agent & Broker • Winter 2014

Managing through all of this change has become a major challenge even for the most tech-savvy agencies, as well as for our carriers and vendors. What are the key trends that will affect my business materially? Where will my major competitors be in five years? Which new technologies should I implement and when? Agencies can position themselves to prosper in this rapidly changing environment by creating a culture that embraces innovation and implementing a defined changemanagement process. Below are several insights gleaned from ACT discussions to assist agencies in managing change successfully within.

Management Sets the Tone Agency management plays a key role in creating a culture where innovation is prized as a core value of the business. These agency leaders look at new technologies and other innovations strategically as tools that will give them a competitive advantage. They encourage ideas from every source, especially from their employees and clients, as to how the agency can do things better. Clients are surveyed regularly, and some agencies have even set up client advisory councils to test ideas and get fresh thinking. These agency leaders are involved in their associations, organizations like

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ACT, AUGIE (ACORD User Groups Information Exchange) and user groups as well as with their carriers to keep up with the latest innovations and the benefits other agencies are deriving from these implementations. The ACT website (www.iiaba.net/ act) contains a number of resources to assist agencies in considering the key trends likely to affect them and how their fellow agencies are positioning themselves for the future. (Examples include 2012 Key Trends & Industry “Must Do” Issues; “Agency Perspectives on the Future” Video; How Consumers, Businesses & Agencies will Change; and Attributes of Successful Independent Agencies of the Future.) Keeping up with Innovation in Other Industries Innovative agencies also are keeping up with the changes taking place in other industries, because consumer and business expectations increasingly are being shaped by their experiences in other industries. Agents can also learn from their business clients by asking about their own recent innovations and the resulting impact. Daniel Burrus, the author of Technotrends newsletter, notes that successful businesses of the future will not only need to be agile but anticipatory. Agility is important in reacting to competition. But being anticipatory enables you to become the competition because you are thinking through the hard trends that will affect you, and you foresee where your consumers and competitors will be in light of these trends. (Hard trends are those that are certain and permanent.) The anticipatory firm begins to make changes now to position itself where its consumers and competitors will be in the future. The other key for successful implementers of change is to create metrics so you can quantify whether it has been a success. 26

South Carolina Agent & Broker • Winter 2014

Employee Involvement & Training are Key Agencies that are implementing change successfully involve their employees in the shaping of that change. Employees representing all of the disciplines affected work together in teams to implement it. Employees are empowered to innovate and rewarded based upon the firm’s principles. There is an understanding that many innovations will not work perfectly at the start and will need to be enhanced along the way. Employees are encouraged to work through the issues and pursue problems with their carriers and vendors until they are fixed. The innovative agency makes sure it has the right employees in the correct spots. These agencies look for employees who are willing to embrace change and know how to ask the right questions to get their jobs done correctly. These qualities have become the top factors they look for in candidates, even more important than insurance expertise. Some agencies also are striving to have a staff that reflects the multiple generations and ethnic groups served to encourage diverse thinking and more effective understanding of their client segments. These agencies are also more willing to delegate authority and responsibility to employees in areas where they have a special interest and skill (social media, for example). In order to achieve a successful implementation, these agencies tell their employees the “why” for the change, how it fits with the agency’s vision (which the employees have bought into) and then thoroughly train them on how to implement the change effectively. Once the agency implements the new workflow or technology, employees are expected to use it, so that there is consistency throughout the agency. Innovative agencies also provide their employees with training to help them become more effective in areas such as teamwork, leadership and management.

“Slow Down in order to Speed Up” This expression, coined by Paul Fuller of Strategic Insurance Software, expresses so well the importance of taking the time to make sure the change pursued is the right solution, whether it’s a new technology, workflow, etc. Employees should be given uninterrupted time to confirm that their defined solution is the correct one. In addition, rather than just automating a traditional workflow devised for a paper world, these agencies rethink the workflow from the ground up in light of the new possibilities enabled by technology. Willingness to Experiment Successful agency innovators are willing to experiment with new technologies and continue to tweak them based upon feedback from clients and others. There is no question mobility and the connected consumer are both hard trends that will increasingly affect us. Steve Anderson reports in a recent TechTips newsletter that 43 percent of Google searches are local and 74 percent are performed via a mobile device. So, it makes good sense for agencies to position themselves for this inevitable change, fully realizing they are going to have to enhance these mobile tools over time based upon the features consumers ask for and use. Another good example where agents are experimenting with new technology tools involves Internet marketing. Agencies continue to measure the effectiveness of the social media ads they run and modify criteria until they hit upon a strategy that attracts the most good leads cost effectively. The keys for these innovative agencies are: (1) to be willing to experiment; (2) to measure the effectiveness of each change they make; and (3) to refine the implementation as needed. Innovations Save Time & Money Successful innovations often cut the

time it takes to accomplish particular processes. For example, Stu Durland, a New York independent agent, found that he was able to cut his agency’s turnaround time on signed client documents from an average of 23 days to 3-5 days by implementing an electronic signature tool. Think about all of the time and follow ups this one innovation is saving his agency! Similarly, Applied Systems has been able to greatly speed up its responsivenss to customers by creating faster communications vehicles for reporting issues and implementing an Agile development process, which brings together multi-functional teams to work with customers to devise and implement solutions without delays. There are numerous technologies available to agencies today that can enhance their competitive position. None of these specific implementations, however, is as important as positioning the agency to implement change successfully. The agency that embraces innovation as a basic value, keeps up with key trends and opportunities both within the industry and in other industries, empowers its employees to participate in the change process and implements a defined change management process will position itself effectively in an environment that will continue to experience rapid and profound change. Jeff Yates is Executive Director of the Agents Council for Technology (ACT), which is part of the Independent Insurance Agents & Brokers of America. Jeff can be reached at jeff.yates@iiaba .net. ACT’s website is www.iiaba.net/ act. This article reflects the views of the author and should not be construed as an official statement by ACT.

Winter 2014 • South Carolina Agent & Broker

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Big “I” Markets (BIM) is the IIABA member’s online market access program with no fees, no volume commitments and competitive commissions.

South Carolina Product Availability: Commercial Lines Products: • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • 28

Big “I” Agents E&O Special Risk--AJ Wayne & Associates Big “I” Firemans Fund Agency E&O Big “I” MEMBER ONLY Firemans Fund Agency E&O Big “I” MEMBER ONLY Firemans Fund Agency E&O Big “I” Penn National Agents Umbrella Program Bonds - Bid Bonds - Contractor Bonds - Other Bonds - Performance Bonds - Surety Building Pac - Travelers Select Business Pac - Travelers Select Commercial Auto - Travelers Select Commercial Builders Risk Commercial Lessors Risk - Firemans Fund Community Banks Business Insurance Program Contractors Pac - Travelers Select Cyber Liability & Security Employment Practices Liability Employment Practices Liability - Wrap+ Environmental Impairment - Pollution Event Liability - Philadelphia Ins. Co. Fidelity/Crime - Wrap+ Financial Advisors Professional Liability Flood - Commercial Flood - Commercial - Excess Garage Pac - Travelers Select Habitational - Apartment Program Habitational - Condominium Program Highly Protected Risks Insurance Company Professional & Business Insurance International Advantage LifeSource* Markel Outdoors - Dude Ranch Markel Outdoors - Hunting & Fishing Lodges and Plantations Markel Outdoors - Outfitters & Guides Markel Outdoors - Rod & Gun Clubs Misc. Professional Liability - Philadelphia Ins. Co. Mobile Food Vendors Non-profit Directors & Officers - Philadelphia Ins. Co. Office Pac - Travelers Select Property Manager E&O - New Empire Group Real Estate Agents / Property Manager E&O Recreational Vehicles - Commercial Religious Pac - Travelers Select Restaurant Casual Dining Pac - Travelers Select Restaurant Fine Dining - Firemans Fund Stand-alone Fine Art and Valuable Articles Program - Commercial Standard Lines Brokerage - Commercial Package Store Pac - Travelers Select Technology Consultants Professional Liability Technology Office Pac - Travelers Select Travelers Select - Broker of Record Change Travelers Select Apartment Pac Travelers Select Condominium Pac Workers Compensation - Travelers Select Wrap+ Executive Liability for Private Companies

South Carolina Agent & Broker • Winter 2014

Personal Lines Products: • • • • • • • • • • • • • • • • • • • • •

Affluent Personal Lines Broker of Record Change Affluent Program New Business At Home Business Policy Eagle Agency & Eagle Express Appointment Application Eagle Express New Business Flood - Personal Flood - Personal - Excess Marine Insurance - Charter Boat Marine Insurance - Mega-Yacht Marine Insurance - Performance Boat Marine Insurance - Personal Watercraft Marine Insurance - Small Boat under 27 feet Marine Insurance - Yacht Non-standard Homeowner or Rental Dwelling Personal Umbrella A+ Rated RLI Stand-Alone Market Personal Umbrella Alternative Market Recreational Vehicles - Personal Stand-alone Fine Art and Valuable Articles Program - Personal Travel Insurance Vacant Dwelling: Non-standard Vacant Property Program: Admitted

www.bigimarkets.com BIM holds a training webinar every Thursday at 2:00 pm on platform navigation and submitting quotes. Register by emailing bigimarkets@iiaba.net

Online Registration We’ve made it easier than ever to Plug into the Power of Big “I” Markets! Register online today and discover a fresh new way to do business. All products are only accessible online and coverage is subject to licensing compliance and underwriting approval. To register online you will need your login ID and password, your agency tax ID number, your agency E&O policy, and your state agency/agent license information (where applicable). Log on to www. bigimarkets.com today to begin the registration process and start quoting in minutes!

Big “I” Markets Frequently Asked Questions How do I register my agency for Big “I” Markets?  Registration is done online through links (Click here to Register or Update Registration Online!) on the Big “I” Markets homepage above the login area. You will need your agency Tax ID number, E&O policy information and agency license number. You will also need the email addresses and producer/ broker licenses of each user. You must have a brokers license to use Big “I” Markets. First you must designate someone from your agency as the System Administrator, which is the person who should complete the online registration process. This person must be marked as an Organization Admin in our general Big “I” online system, meaning they can add or delete users to your agency’s online profile. (Contact our Director of Communications or Insurance Programs if you need to designate a user in your agency as an Organization Admin.)  To register, System Administrators should: • Go to www.bigimarkets.com and click on “Click here to register online.” Enter your Big “I” username and password.  • Enter agency contact information • Enter agency structure and license information • Enter E&O information • Answer seven background information questions. Answering “Yes” to any of these questions will stop the registration process, but it doesn’t necessarily mean you cannot register. A Big “I” Markets team member will contact you for more information. • Enter user information. Click “Edit” next to the name of each user and enter his or her producer and broker license information. • Enter flood information. Clicking “No” for either question will not prevent you from using the Big “I” Flood program in the future. • Sign the agreement. We encourage you to print out the agreement. Enter your initials in the box at the bottom and click “Accept.” You will now be prompted to send an email to everyone in your agency, after which you will automatically be directed to the Big “I” Markets login page. You can use the same login and password. After you log in, look to the left side of the screen and hold your mouse over “Personal & Commercial.” A list of products available in your state will appear. Clicking on an item will take you to the appropriate page for that product. We encourage you to review that list to become familiar with the markets available to your agency. How can others in my agency get their Username/Password? Your BIM username and password is the same as for access to IIABSC website. Anyone in your agency needing theirs can click on the Need your password? link on the Big “I” Markets login page and enter their email address to get their login information emailed directly to them. If we do not have their email address on file then have them send an email to bigimarkets@iiaba.net requesting their login/password.

Additionally, your agency Key Contact is able to access the login/ password of everyone in your agency by clicking on Agency Profile, then Edit Information, logging in and clicking on each person. The username (User ID) is on the top left side and the default password is the Nat’l ID on the upper right. Can I add users? Yes, if you have Admin Rights, then you can add individual users to your agency profile.   What Products are available? The most accurate list of available products is the products you see when you log in to Big “I” Markets. Those are the products currently available in your state. Be sure to look at both Personal/Commercial list and the Offline Products list. There is also a link to our full list of products on the login page. Not all products are available in all states. What are the Commission levels? Commissions vary by product. The specific commission level, and how they are paid, is located on the Underwriting and Coverage page for each product. Simply choose the product of interest and then click on the link for ‘Commissions & Policy Administration’. When are commissions paid? Big “I” Markets processes commission once we receive it from our company partner, typically 45-60 days after effective date of transaction. We issue commission payments between the 15-20th of the month. Electronic Fund Transfers (EFT) are deposited on a monthly basis. If your agency has not enrolled in EFT you will receive a paper check that we process quarterly. To check your agency’s EFT status, or update banking or contact information, log in to our Electronic Registration and enter your banking information. Step 2. Once complete, click ‘next’ which will save your information. You can then exit the window. Please note, we do not draft your account for return commission - those are handled via paper invoices. If you need any assistance, please send us an email at bigimarkets @iiaba.net. How do I request a quote? Select a product of interest from the list and click once. Review the Underwriting and Coverage page for eligibility and then click on ‘Request a Quote’ and follow the screens. How do I contact the Underwriter? The best way to see if a risk will qualify if the Underwriting and Coverage page does not address the area of concern is to submit it for the underwriter to review. Once a quote request has been submitted electronically, you can click on the link for ‘New Message’ in the quote detail for your customer and complete the fields that appear in the pop-up window. Your communication will be date/time stamped and the underwriter will respond in the same fashion. Of course, sometimes it is necessary to have a conversation in person; therefore, we have listed the Underwriter’s contact information in the Company Credential section of the Underwriting & Coverage page for each product.

Winter 2014 • South Carolina Agent & Broker

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How do I know when a quote is issued? You will receive an email from Big “I” Markets (bigimarkets@iiaba.net) anytime there is any activity on your quote request whether it is the underwriter requesting more information, or providing a quote. You may need to add our email address to your list of ‘approved’ senders in order to keep the email notification from being rejected by SPAM blockers. Please be sure to update us if there is a change in your email address; it will appear in the Quote Detail for your customer so you can see what we currently have on file. Why was my quote declined? The underwriter will give you a specific reason for the declination; however, most declinations could be avoided if caution was taken to read the Underwriting and Coverage page carefully. It will provide the majority of the underwriting criteria for each product. The reason will either be listed in the Message Log or appended to the end of the Quote Request. You may need to scroll down to see it. Do you offer Training? Yes, we do. There is a short half-hour training session conducted each Thursday at 2:00 ET. A member of the Big “I” Markets team will give you a virtual tour of the website and answer any questions you may have. Email your training request to bigimarkets @iiaba.net. I tried to register my Agency and was told I don’t have Administrator Rights. Agency information is initially entered with only one person authorized to register the agency. Send an e-mail to bigimarkets@iiaba.net and we’ll update your individual profile with the proper authorization. I requested a quote but now I don’t see it. There are three main reasons why you don’t see your quote: 1. You were timed out while entering the information and the connection to Big “I” Markets was lost. This happens if you do not interact with the Quote Request Wizard for 20 minutes or more. In this case you will need to start over. 2. You logged in as someone else and selected yourself as the Primary Contact or vice versa. In this case the quote will be in the Activity Box of the person selected as Primary Contact. Click on Quote Reports to search for it. 3. You accidentally Archived your quote. Go to My Activity Box and click on the box next to “Show Archived Quotes”. To archive or un-archive a quote click on the box to the left of the quote (it will then have a mark in it) and click on the “Archive Quotes” or “Unarchive Quotes” button. I can’t open the quote. Once in your “Activity Box”, just hold your mouse over the quote until it is highlighted in yellow, and then click the left mouse button. This should open the Quote Detail page. If it does not open, hit F5 or click on the refresh button on your browser and try again. The small boxes on the left side of each quote are used only to archive and un-archive quotes. The message log works the same way. Hold your mouse over any particular message until it turns yellow and left click. Please keep in mind the Message Dialogue box will remain open in the background, but does not automatically come forward if 30

South Carolina Agent & Broker • Winter 2014

you click on additional messages. Use the Next/Previous buttons to go from message to message. I can see the quote but I can’t open the file. The paperclip in a box icon merely indicates an attached file. You need to open the message line to access the file. The icon to open/download a file is an arm holding a manilla file folder. Click on this icon and a small window will open giving you an option to ‘Open’ or ‘Save’ the document. In some cases you may only have the ‘Save’ option and clicking on it will open up the “Save As” window. Occasionally clicking on the ‘Open’ button opens up the “Save As” window as well. This occurs when our two computers are unable to agree on the specific type of program used to read the file. In either case you will be able to open the file once you have downloaded it, provided you have the appropriate program. These are the file types you will most likely encounter: File Type Program using it .pdf Adobe Acrobat/Reader .doc/.wpd/.txt

Word/WordPerfect/WordPad and other Word Processors

.xls Excel .ppt PowerPoint

  When I click on Request a Quote it says “This product is not available to quote.” There are two reasons why this message pops up: 1. The product actually is not available to quote through BIM o The Product may be handled by your state association (e.g. Personal Umbrella). Look for direct contact information on the Underwriting & Coverage page. o The product may not be available for new business (e.g. Balboa Non-standard HO). These products pages are still visible in states with existing policies; however they will have a discontinuation notice at the top of the Underwriting & Coverage page. o The product may be temporarily suspended for contractual/legal reasons. This almost never happens. Call us at 800-221-7917 if you do not see evidence of the first two reasons. 2. You do not have the Producer role activated (i.e. we do not have your Agent license information).   Click on “Home” at the top of page. o If you see a box headed by “Big I Markets Activity Summary”, then you are active as a Producer. Check to make sure the product isn’t discontinued or handled by your state association, then give us a call at 800-2217917. o If you do not see this box then we need your license information. You may fax it to 703-995-4406. Be sure to identify your agency by name and address to avoid delay. Further questions? Contact us! BIM staff: bigimarkets@iiaba.net

KNOWLEDGE A CULTURE OF CONTINUOUS LEARNING

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Winter 2014 • South Carolina Agent & Broker

31

Member News

Welcome New Agency Members

Welcome New Associate Members

Ally Insurance Group Ft. Mill

D&B Services, LLC Anderson

Church Mutual Merrill, WI

Avatek Risk Management dba Atlantic Insurance Solutions Mt. Pleasant

Foster Insurance Agency, Inc. Florence

Imperial PFS (Palmetto Partner) Kansas City, MI

Resource Financial Services Columbia

Stonewood Ins Company (Palmetto Partner) Raleigh, NC

The Briles Company Greenville CHW Insurance LLC White Rock

Windermere Insurance Group Pawley’s Island

Congratulations to the Fall 2013 class of the IIABSC Executive Leadership Program, which combines leadership training with problem-solving techniques for management issues. See online education calendar at www.iiabsc.com/education for Executive Leadership Program courses scheduled in 2014.

(L to R): Connie Bullard, CISR, Braddy Insurance; Felicia B. Thompson, AAI, CISR, Keenan & Suggs; Eric M. Tatro, SAU; Christina Barker, CIC, ACSR, Coastal Plains Insurance (instructor); Bradley D. Hottel, AIP, McKay Insurance; Jackie G. Marsh, CIC CISR, Keenan & Suggs; Monica C. Odom, Hixon Insurance Agency; Ben Harper, SAU; Thomas A. Camp, Jr., Poinsett General Ins Agency.

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South Carolina Agent & Broker • Winter 2014

“Excellence through Education”

A designation program for non-technical skills important in providing excellent customer service

2014 Course Calendar DAY 1

DAY 4

Understanding Insurance Consumer Needs

How Not to Get In Trouble With Your Mouth

Jan. 28, Charleston; July 15, Columbia;

March 27, Greenville; Nov. 19, Hilton Head

Examine how personalities affect the office, how to recognize your co-workers’ and customers’ personality and communications styles so that you can increase effectiveness in service provided. 3 hours P&C

Learn how to reduce the chance of an E&O claim by analyzing the causes of loss and implementing changes to prevent loss. 4 hrs. Ethics

Best Practices in Customer Service

Proper grammar and style in all written forms reflects the overall professionalism of the agency, and one wrong or misplaced comma may give an entirely different meaning than the author intended. 2 hrs. P&C

Why service matters, and why it is never enough. Participants will learn how to build and maintain efficient and effective levels of service. 4 hrs. P&C

DAY 2

Feb. 5, Hilton Head; Oct. 2, Greenville;

Mastering Time

Most of us need better control of our time. It is our most precious resource, but one that is often wasted. Participants will complete an in-depth time management profile and learn how to take better control of their time in order to be more productive both professionally and personally. 4 hrs. P&C

Organizational Workflow

Organized and efficient workflow is essential to an agency’s survival. Good workflows will protect against E&O claims, provide better customer service to insureds, and streamline processes. 2 hrs. P&C

DAY 3

April 9, Columbia;

Negotiating Conflict

Learn how to negotiate well with clients and co-workers. Determine how to prevent conflict before it starts, work well with others, and understand both sides of the story. 3 hrs. P&C

Professional Relationships in the Agency

As an insurance professional, you make a difference to your clients, underwriters and co-workers. Learn how to develop relationships and how they improve the effectiveness and success of the agency. 3 hrs. P&C

The Write Stuff

DAY 5

May 13, Charleston;

Regulation, Politics and Polish

Our industry is one of the most regulated around, and many agents are not familiar with the laws that affect their very livelihood. Learn why involvement in political action is important and some of the important business etiquette skills that are crucial for today’s professionals. 4 hrs. P&C

Leadership is Everyone’s Job

Everyone needs to have basic leadership skills. Learn how the Best Practices materials go beyond supervision to show you how leadership can make a difference every day. 2 hrs. P&C

DAY 6

May 14, Hilton Head; Sept. 16, Charleston;

Ethics, Yesterday, Today and Tomorrow

This course will discuss where the study of ethics originated along with ethical situations that affect us today as insurance professionals. Also looks at state and federal laws affecting our industry’s ethical behavior, the costs of unethical behavior and various approaches to ethical behavior. 3 hrs. Ethics

Changing Attitudes/Creating Opportunities

This course will examine the various approaches to stress and how to determine which approach to use in each situation to reduce overall conflict. 2 hrs. P&C

Winter 2014 • South Carolina Agent & Broker

33

Thank you,

Palmetto Partners

Diamond Level

The Palmetto Partners 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.

Johnson & Johnson Progressive Insurance United Property & Casualty IIABSC Agency

Platinum Level

Liberty Mutual Insurance

Gold Level

Jackson Sumner & Associates Safeco Insurance St. Johns Insurance Company

Silver Level

AFCO/Prime Rate Premium Finance American Strategic Insurance Bankers Insurance Group Frontline Insurance Imperial PFS Main Street America Group National Security Fire & Casualty Preferred Specialty Prime Insurance Co. RPS Southern Cross Underwriters Travelers

Bronze Level

Learn more about program benefits at:

www.iiabsc.com/partners

34

South Carolina Agent & Broker • Winter 2014

Access Insurance Co. Amerisafe Auto-owners Insurance Co. Berkley Southeast Insurance Group Capitol Preferred Insurance Co. & Southern Fidelity Central Insurance Co. FirstComp Hanover Excess & Surplus The Hartford J.M. Wilson Lighthouse Property Insurance Corp. Mid-Continent Group Phenix Mutual Fire Ins. Co. Risk Innovations Southern Insurance Underwriters State Auto Insurance Co. Stonewood Insurance Underwriters Tapco Underwriters

Calendar m m

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

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

January

March

20 21 21 23 23 24 28 28 28 28

04 04 05 10 11 11 11 11 12 12 13 18 18 19 19 19 19 20 20 25 27 27 27 27

Data Privacy Insurance, 2 P&C CISR Dynamics of Service, 7 hrs. P&C, Charleston Liability Issues to Worry About: Indemnity Agreements & Additional Insureds, 2 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part I, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics Hot Topics in Personal Lines, 2 P&C AIAM Day 1, 7 hrs. P&C, Charleston Building Codes are BAD for Your Insureds. 2 P&C COPE: Property Underwriting & Effective Loss Control, 2 P&C Directors & Officers Liability Insurance, 2 P&C

February 04 05 05 06 08 10 11 11 11 11 11 11 12 12 15 18 19 19–21 20 24 25 26 27 27

Commercial Lines Claims That Cause Problems, 2 hrs. P&C AIAM Day 2, 6 hrs. P&C, Hilton Head An Errors & Omissions Mock Trial, 2 hrs. P&C CISR Personal Lines Miscellaneous, 7 hrs. P&C, Charleston Ethics and Business: Is This an Oxymoron?, 3 hrs. Ethics SC Surplus Lines License Review Course, 3 hrs. P&C CISR William T Hold, 7 P&C, Greenville E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics Workers Comp: Beyond the Basics, 3 hrs. P&C Those Kids and Their Cars!, 2 hrs. P&C Business Income: Beyond the Basics, 3 hrs. P&C CISR Personal Auto, 7 hrs. P&C, Rock Hill​ E&O Risk Management, Meeting the Challenge of Change, 3 P&C, 3 Ethics, Columbia Certificates of Insurance, 3 hrs. P&C Retirement Planning & Annuities, 2 hrs. L&H NFIP Basic Course w/2013 Updates, 3 hrs. P&C CIC Agency Management, 16 hrs. P&C or L&H, 4 Eth., Greenville Insurance and the Property Lease, 2 hrs. P&C Data Privacy Insurance, 2 hrs. P&C CISR Personal Lines Miscellaneous, 7 P&C, Florence Hot Topics in Personal Lines, 2 P&C E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics

CISR Insuring Personal Residential, 7 P&C, Columbia Liability Issues to Worry About: Indemnity Agreements & Additional Insureds, 2 hrs. P&C Directors & Officers Liability Insurance, 2 P&C SC Surplus Lines License Review Course, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics COPE: Property Underwriting and Effective Loss Control, 2 hrs. P&C Building Codes are BAD for Your Insureds, 2 hrs. P&C Estate Planning Techniques: Gifts, Trusts and Life Ins., 2 hrs. L&H Certificates of Insurance, 3 hrs. P&C Business Auto Claims That Cause Problems, 2 hrs. P&C Agency Management Based E&O and Ethics, 3 hrs. Ethics An Errors & Omissions Mock Trial, 2 hrs. P&C CISR Commercial Casualty II, 7 P&C, Charleston NFIP Basic Course w/2013 Updates, 3 hrs. P&C Top 5 Life Insurance Uses, 2 hrs. L&H Hot Topics in Personal Lines, 2 P&C CISR Commercial Casualty I, 7 hrs. P&C, Hilton Head Personal Lines That Cause Problems, 2 hrs. P&C E&O Risk Management, Meeting the Challenge of Change, 3 P&C, 3 Ethics Charleston AIAM Day 4, 4 hrs. Ethics, 2 hrs. P&C, Greenville E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics Data Privacy Insurance, 2 P&C

April 03 03 08 08 08 09 11 14 15 15

Business Income: Beyond the Basics, 3 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics Commercial Lines Claims That Cause Problems, 2 hrs. P&C AIAM Day 3, 6 hrs. P&C, Columbia Data Privacy Insurance, 2 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C CISR Life & Health Essentials, 7 hrs. L&H, Myrtle Beach Those Kids and Their Cars!, 2 hrs. P&C

Winter 2014 • South Carolina Agent & Broker

35

16 16 16 17 22 22 23 23 24 24 24 25

CIC Ruble Graduate Seminars, 12 hrs. P&C, 4 hrs. L&H, Myrtle Beach Certificates of Insurance, 3 hrs. P&C NFIP Basic Course w/2013 Updates, 3 hrs. P&C Hot Topics in Personal Lines, 2 hrs. P&C Retirement Planning and Annuities, 2 L&H An Errors & Omissions Mock Trial, 2 hrs. P&C CISR Elements of Risk Management, 7 hrs. P&C, Greenville CISR Commercial Property Exposures, 7 hrs. P&C, Columbia E&O Risk Management, Meeting the Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change Part 2, 3 hrs. Ethics Insurance and the Property Lease, 2 hrs. P&C Directors and Officers Liability Insurance, 2 hrs. P&C

May 06 07 07 07-08 08 08 08 12 13 13 13 13 14 14 14 14 14 15 19 21 22 22 22 22

E&O Risk Management, Meeting the Challenge of Change, Myrtle Beach, 3 P&C & 3 Ethics Agency Management Based E&O and Ethics, 3 hrs. Ethics CISR Commercial Property, Florence, 7 hrs. P&C Commercial Lines Nuts & Bolts, Columbia, 12 hrs. P&C Building Codes are BAD for Your Insureds, 2 hrs. P&C COPE: Property Underwriting & Eff. Loss Control, 2 hrs. P&C Business Auto Claims That Cause Problems, 2 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C AIAM Day 5, Charleston, 6 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 2, 3 hrs. Ethics Liability Issues to Worry About: Indemnity Agreements & Additional Insureds, 2 hrs. P&C AIAM Day 6 , Hilton Head, 3 Ethics & 2 P&C Estate Planning Techniques: Gifts, Trust & Life Ins., 2 hrs. L&H Top 5 life Insurance Uses, 2 hrs. L&H An Errors and Omissions Mock Trial, 2 hrs. P&C Certificates of Insurance, 3 hrs. P&C E&O Risk Mgmt-Meeting Challenge of Change, Greenville, 3 P&C & 3 Ethics Directors & Officers Liability Insurance, 2 hrs. P&C NFIP Basic Course w/2013 Updates, 3 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 1, 3 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 2, 3 hrs. Ethics Personal Lines Claims That Cause Problems, 2 hrs. P&C Data Privacy Insurance, 2 hrs. P&C

June 04 05 09 10 10 10 10 10 10 17 17 18 18-20 19

36

CISR Personal Lines Miscellaneous, Columbia, 7 hrs. P&C Hot Topics in Personal Lines, 2 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 2, 3 hrs. Ethics E&O Risk Management Meeting Challenge of Change Part 1, 3 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C Commercial Lines Claims That Cause Problems, 2 hrs. P&C Business Income: Beyond the Basics, 3 hrs. P&C Certificates of Insurance, 3 hrs. P&C Those Kids and Their Cars!, 2 hrs. P&C CISR Life and Health Essentials, Charleston, 7 hrs. L&H NFIP Basic Course w/2013 Updates, 3 hrs. P&C CIC Personal Lines Institute, Charleston, 20 hrs. P&C Insurance and the Property Lease, 2 hrs. P&C

South Carolina Agent & Broker • Winter 2014

19 19 24 26 26 26

Retirement Planning and Annuities, 2 hrs. L&H CISR William T. Hold Seminar, Hilton Head, 7 hrs. P&C CISR Personal Residential Property, Greenville, 7 hrs. P&C E&O Risk Management Meeting Challenge of Change Part 2, 3 hrs. Ethics E&O Risk Management Meeting Challenge of Change Part 1, 3 hrs. P&C Directors and Officers Liability Insurance, 2 hrs. P&C

July 08 08 08 14 15 15 15 16 16 16 17 17 17 22 22 23 24 24 24

COPE: Property Underwriting and Eff. Loss Control, 2 hrs. P&C Data Privacy Insurance, 2 hrs. P&C Building Codes Are BAD for Your Insured’s, 2 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C AIAM Day 1, Columbia, 7 hrs. P&C Top 5 Life Insurance Uses, 2 hrs. L&H Directors and Officers Liability Insurance, 2 hrs. P&C NFIP Basic Course w/2013 Updates, 3 hrs. P&C Estate Planning: Gifts, Trusts & Life Insurance, 2 hrs. L&H Certificates of Insurance, 3 hrs. P&C An Errors and Omissions Mock Trial, 2 hrs. P&C Business Auto Claims that Cause Problems, 2 hrs. P&C CISR Agency Operations, Myrtle Beach, 6 P&C or LH & 1 Ethics Liability Issues to Worry About: Indemnity Agreements & Additional Insureds, 2 hrs. P&C Agency Management Based E&O and Ethics, 3 hrs. Ethics CISR Commercial Property, Greenville, 7 hrs. P&C Hot Topics in Personal Lines, 2 hrs. P&C Personal Lines Claims That Cause Problems, 2 hrs. P&C E&O Risk Management, Meeting the Challenge of Change, Columbia, 3 P&C & 3 Ethics

August 07 07 11 12 12 12 13 14 14 19 19 20 21 21 22 26 27-29

Business Income: Beyond the Basics, 3 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C E&O Risk Management, Meeting the Challenge of Change, Rock Hill, 3 P&C & 3 Ethics Data Privacy Insurance, 2 hrs. P&C Commercial Lines Claims that Cause Problems, 2 hrs. P&C E&O Risk Management, Meeting the Challenge of Change, Florence, 3 P&C, 3 Ethics NFIP Basic Course w/2013 Updates, 3 hrs. P&C Certificates of Insurance, 3 hrs. P&C Those Kids and Their Cars!, 2 hrs. P&C CISR Commercial Casualty I, Columbia, 7 hrs. P&C CISR Personal Auto, Charleston, 7 hrs. P&C Insurance and the Property Lease, 2 hrs. P&C Retirement Planning and Annuities, 2 hrs. L&H Hot Topics in Personal Lines, 2 hrs. P&C Directors and Officers Liability Insurance, 2 hrs. P&C CIC Commercial Property Institute, Columbia, 20 hrs. P&C

September 04 04 08 10 10 10 11

Building Codes Are BAD for Your Insureds. 2 hrs. P&C COPE: Property Underwriting and Eff. Loss Control, 2 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C Estate Planning Techniques: Gifts, Trusts & Life Ins., 2 hrs. L&H Data Privacy Insurance, 2 hrs. P&C CISR Commercial Casualty I, Rock Hill, 7 hrs. P&C Business Auto Claims that Cause Problems, 2 hrs. P&C

16 16 16 17 17 17 17 18 18 18 18 23 24-26

NFIP Basic Course w/2013 Updates, 3 hrs. P&C An Errors & Omissions Mock Trial, 2 hrs. P&C AIAM Day 6, Charleston, 3 Ethics & 2 P&C Top 5 Life Insurance Uses, 2 hrs. L&H Hot Topics in Personal Lines, 2 hrs. P&C CISR Personal Auto, Hilton Head, 7 hrs. P&C CISR Commercial Property, Charleston, 7 hrs. P&C Agency Management Based E&O and Ethics, 3 hrs. Ethics Certificates of Insurance, 3 hrs. P&C Liability Issues to Worry About: Indemnity Agreements & Additional Insureds, 2 hrs. P&C CISR William T. Hold Seminar, Columbia, 7 hrs. P&C Personal Lines Claims That Cause Problems, 2 hrs. P&C CIC Commercial Casualty Institute, Myrtle Beach, 20 hrs. P&C

October 02 02 02 02 09 09 13 14 15 15 16 16 22 22 23 23

AIAM Day 2, Greenville, 6 hrs. P&C Workers Compensation: Beyond the Basics, 3 hrs. P&C Business Income: Beyond the Basics, 3 hrs. P&C Directors and Officers Liability Insurance, 2 hrs. P&C Those Kids and Their Cars!, 2 hrs. P&C Certificates of Insurance, 3 hrs. P&C SC Surplus Lines License Review Course, 3 hrs. P&C Commercial Lines Claims That Cause Problems, 2 hrs. P&C CISR Personal Residential Property, Myrtle Beach, 7 hrs. P&C NFIP Basic Course w/2013 Updates, 3 hrs. P&C CISR Commercial Casualty II, Greenville, 7 hrs. P&C CISR Personal Auto, Florence, 7 hrs. P&C E&O Risk Management Meeting the Challenge of Change, Hilton Head, 3 P&C & 3 Ethics Retirement Planning and Annuities, 2 hrs. L&H Insurance and the Property Lease, 2 hrs. P&C Hot Topics in Personal Lines, 2 hrs. P&C

November 04 5-7 10 10 12 12 12 12 13 13 17 17 18 18 18 19 19 20 20 21-22 25 25

Certificates of Insurance, 3 hrs. P&C CIC Life and Health Institute, Hilton Head, 20 hrs. L&H SC Surplus Lines License Review Course, 3 hrs. P&C NFIP Basic Course w/2013 Updates, 3 hrs. P&C CISR Agency Operations, Columbia, 6 P&C or LH & 3 Ethics An Errors & Omissions Mock Trial, 2 hrs. P&C Estate Planning: Gifts, Trusts & Life Insurance, 2 hrs. L&H Ethics and Business: Is This an Oxymoron?, 3 hrs. Ethics Business Auto Claims That Cause Problems, 2 hrs. P&C Data Privacy Insurance, 2 hrs. P&C Ethics and Business: Is This an Oxymoron?, 3 hrs. Ethics Directors & Officers Liability Insurance, 2 hrs. P&C CISR William T. Hold Seminar, Charleston, 7 hrs. P&C Liability Issues to Worry About, 2 hrs. P&C Top 5 Life Insurance Uses, 2 hrs. L&H AIAM Day 4, Hilton Head, 2 P&C & 4 Ethics Agency Management Based E&O and Ethics, 3 hrs. Ethics E&O Risk Management Meeting the Challenge of Change, Charleston, 3 P&C & 3 Ethics Personal Lines Claims That Cause Problems, 2 hrs. P&C Personal Lines Nuts & Bolts, Columbia, 12 hrs. P&C COPE: Property Underwriting & Loss Control, 2 hrs. P&C Building Codes are BAD for Your Insureds, 2 hrs. P&C

To learn more about how Iroquois could further strengthen your agency, contact Jack O'Connell at 704-340-3768 or joconnell@iroquoisgroup.com and visit our website at www.iroquoisgroup.com

Winter 2014 • South Carolina Agent & Broker

37

2014 Board of Directors Executive Committee Chairman Kenneth A. “Ken” Finch, CPCU, CIC, CRM, AAI Countybanc Insurance Greenwood, SC kfinch@ecountybanc.com Chairman Elect/ Treasurer R. Scott Moseley Irmo Insurance Agency Irmo, SC scott@irmoins.com

National Director Jon A. Jensen, AAI, AIP Correll Ins Group Spartanburg, SC jjensen@correllinsurance.com Immediate Past Chairman Ashley Brady, CIC First Charter Co., Inc Marion, SC abrady@firstcharterins.com

Secretary Tom Bates, Jr. Herlong Bates Burnett Greenville, SC tom@hbbins.com

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

James B. Galloway (Ben) Peoples First Insurance Rock Hill, SC bengalloway@peoplesfirstinsurance.com

Angus M. Brabham, IV, CIC (Gus) Regions Insurance Columbia, SC gus.brabham@regions.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

Willard A. Silcox, III, ACSR (Bill) C.T. Lowndes & Company Mt. Pleasant, SC bsilcox@ctlowndes.com James G. Taylor, Jr., CIC (Jay) Kinghorn Insurance Agency of Beaufort Beaufort, SC jtaylor@insurancebeaufort.com

Access Home Insurance. The key to your peace of mind. Although we are relatively new, Access Home is owned and operated by insurance professionals with over 100 years combined experience in property and casualty insurance. Our company’s foundation is built on providing our policyholders with outstanding customer service, innovative residential insurance coverage options, and efficient claims processing.

Experience. Knowledge. Performance.

INSURANCE

888.671.AHIC (2442) www.accesshomeinsurance.com Coming Soon. Early 2014!

38 IIABSC South Carolina Agent & Broker • Winter 2014 SC_Agent_Broker_Ad_ComingSoon.indd 1

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South Carolina Agent & Broker, Winter 2014