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GREEN MOUNTAIN AGENT VERMONT INSURANCE AGENTS ASSOCIATION | April 2021

10 Findings from the 2020 Agency Universe Study Vermont Insurance Agents Association is a statewide trade association representing nearly 100 independent insurance agencies in Vermont, with more than 900 employees. VIAA member independent insurance agents represent more than one insurance company, and as a result, can offer clients a wider choice of auto, home, business, life and employee benefits.t

Green Mountain Agent is a publication of

CONTENT ________________ April 2021

05 Letter from the President

600 Blair Park Road, Suite 100 Williston, VT 05495 Phone: 802-229-5884 Fax: 802-876-7912 www.viaa.org

11 10 Findings from the 2020 Agency Universe Study 17 On the Hill

VIAA Officers President Daniel J. Rodliff, CIC, CPIA, LUTCF

21 E&O Corner Should an Agency Purchase E&O Coverage from an Appointed Carrier?

Vice President Michael Barrett Secretary/Treasurer Jessica M. Fleury, ACSR National Director Ronald Bixby

24 When Owned Autos Collide… How Many Deductibles?

Directors

30 Commentary

Chip Ams Ian Sutherland Alan Kinney

35 Agency & Company News

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LETTER FROM THE PRESIDENT ______________________________ April 2021 Greetings everyone! And Happy Spring! This month's feature article "10 Findings from the 2020 Agency Universe Study" provides us validation that we are ok, but there is still work to be done. The article indicates that the number of independent agencies remains stable and business conditions remain favorable, but growth slows. Even though we are not growing, we continue to maintain during some very unusual times. Social media and digital marketing strategies are key and building an online presence is crucial. This point cannot be stressed enough. Our Partners at Trusted Choice are providing valuable new tools, so take advantage of this member benefit to help you up your game. The article also shows that emerging purchase channels and lack of diversity and inclusion in our industry both continue to be challenges. While these are two very different concerns, they are equal in the potential threat they pose to our industry.

Dan Rodliff VIAA President

None of these issues are necessarily new, but they serve as a reminder that they are universal to agencies of all sizes. I urge you to provide us your input on how we, at VIAA, can help you. Until next month, enjoy the warmer weather! Dan

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AGENCY MANAGEMENT

10 FINDINGS FROM THE 2020 AGENCY UNIVERSE STUDY By Annemarie McPherson The number of independent insurance agencies has remained stable and business conditions continue to improve, although at a slower rate than 2018, according to the 2020 Agency Universe Study. Future One, a collaboration of the Big “I" and leading independent agency companies, released key findings from the recently completed Agency Universe Study. The biennial report is hailed as the most comprehensive look at the independent agency system. The 2020 study also includes a special report on COVID-19's impact on independent agencies. “The 2020 Agency Universe Study reveals good news for the independent agency system, including continued adaption to the digital solutions and innovations that enable

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independent agents and brokers across the country to serve their clients and communities most efficiently," says Bob Rusbuldt, Big “I" president & CEO. “The study also offers a pulse read on key areas agencies should focus on to better prepare for the future. Women and people of color continue to be underrepresented as agency principals, and the Big 'I' is committed to continuing its outreach efforts to address this issue so agencies can serve all insurance consumers better." The study looks at many statistics about independent agencies operating in the U.S., including their numbers, revenue base and sources, number of employees, ownership, mix of business, diversification of products, technology uses, non-insurance income sources and marketing methods.

10 Findings from the 2020 Agency Universe Study continued For 2020, the study continued to examine those trends, focusing on agency perpetuation challenges and the impact of emerging purchase channels and trends. Due to the coronavirus pandemic and related shutdown orders in 2020, the study was halted in its traditional fielding time in March and re-started in September. “The study provides independent agency principals and managers with insights into how their peers operate, as well as business strategies that may be helpful to them," says Madelyn Flannagan, Big “I" vice president of agent development, education and research. “In particular, as agencies express concern over emerging purchase channels threatening their consumer segment, the study revealed how crucial adaptation to social media and digital marketing strategies are key to agency success. Overall, though, the channel has fared well during the economic upheaval of the last year."

perpetuation plan (on par with 2018), though it often centers around children and family. Four in 10 anticipate some ownership change in the next five years.

Key findings from the 2020 Agency Universe Study include: 1) The number of independent agencies remains stable. In 2020, the estimated total number of independent property/casualty agents and brokers in the United States stands at 36,000. This is consistent with 2018 number of 36,500. 2) Business conditions remain favorable but growth slows. Business conditions continue to improve, as they have for the past several waves, but at a slower rate. The majority of agencies (70%) report increases in total revenue between 2018 and 2019, with an average increase of 20%. However, this is slightly lower than in 2018 when 76% reported an increase, with average increases of 25%. Agencies are slightly more likely to report increases in personal lines revenue (67%) than commercial lines (63%). 3) Principal aging remains consistent. The aging of the independent agency universe is consistent with 2018 findings as the average age of agency principals is 55 years old, with 17% age 66 or older. Agencies may be starting to consider perpetuation planning. Nine in 10 have a 12

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4) Social media and digital marketing strategies are key. All the top marketing strategies cited in 2020 are digital: social media and digital marketing (58%), creating and maintaining the agency website (49%), portal technology on the agency site (30%), search engine optimization (30%), and e-marketing activities (20%). 5) Emerging purchase channels remain a concern. The impact of emerging purchase channels remains a concern, particularly for personal lines, with 35% of agencies believing personal lines direct purchase through the insurance company will have a significant impact on their agency over the next two years—and 27% believing the same issue will emerge with non-insurance website purchases. Approximately 1 in 4 express similar concerns about small commercial direct purchase or purchase through emerging online providers. 6) Inclusion continues to be a challenge. Women and people of color continue to be underrepresented in the independent agency

10 Findings from the 2020 Agency Universe Study continued universe. Forty-two percent of agency principals are women. Nearly 9 in 10 of agency principals are white. Larger agencies are especially likely to have male principal or senior managers. However, newer agencies are more likely to have at least one African American principal (12% versus 5% of established agencies). The COVID-19-focused section of the study looks at the pandemic's impact on operations, revenue, staffing, strategies and carrier relationships. Key findings regarding COVID-19's impact include: 7) Small and newer agencies took the brunt of COVID-19's impact. About one in four agencies report COVID-19 had a significant impact on their operations, revenue and commercial lines customer base. The pandemic was more likely to impact the revenue of small agencies (34%) and newer agencies (32%). 8) Absence of disaster recovery plans belies preparedness perception. Nearly half of respondents believe their agency was wellprepared to deal with COVID-19's impact on their business—despite only 1 in 20 having a disaster recovery plan that included pandemics. Smaller agencies were least prepared to deal with the pandemic at 33%. Nearly half of those with a plan will modify it, but only 1 in 5 without a plan expect to create one. Newer agencies are less likely to have had a disaster recovery plan (22%). 9) Building an online presence is crucial. Going forward, building an online presence for marketing and implementing or improving online business tools are the most important factors in succeeding in 2021. Building a digital presence is more important for small (65%) and mediumsmall (61%) agencies. Jumbo agencies cite implementing or improving home-based tech for remote workers (46%) and developing strategies for opening the office safely (29%) as important. Newer agencies are more likely to cite building an online marketing presence as important (80%).

10) Independent agencies need support with business opportunities and digital tools. Top areas needing support because of the pandemic are finding new business opportunities and offering digital tools and support with digital servicing. Small agencies are more likely to need support with handling personal lines clients' calls and service requests at 23%, while jumbo agencies are more likely to need support leveraging risk control services to identify new areas of exposure due to the pandemic (23%) and providing guidance about the crisis and coverage (28%). Newer agencies are more likely to need support with finding new business opportunities at 56%. The 2020 Agency Universe Study is the 14th in a series that was first conducted in 1983. Since 2002, the study has been completed biennially. Since 2004, the Agency Universe Study has relied on internet data collection. In total, 1,437 respondents were included in the 2020 study, conducted by Zeldis Research in cooperation with Future One. To order a copy of the 2020 Agency Universe Study Management Summary or the COVID-19 Impact Summary, providing an overview of the highlights from the complete study, visit the Big “I" Agency Universe Study webpage. In addition to the Big “I," the Future One coalition includes the following company partners: Allstate/Encompass, Amerisure, Central Insurance Companies, Chubb, CNA, Foremost, Grange Insurance, Hartford Steam Boiler (HSB), Liberty Mutual Insurance/Safeco, Nationwide, Progressive, Selective, The Hanover Insurance Group, The Hartford, Travelers and Westfield Group. AnneMarie McPherson is IA news editor.

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ON THE HILL: SAFE Banking Act Introduced in Senate

The Big “I"-supported cannabis-related legislation was introduced in the U.S. Senate. The “Secure and Fair Enforcement (SAFE) Banking Act," was introduced in the Senate by Sens. Jeff Merkley (D-Oregon) and Steve Daines (R-Montana). Reps. Ed Perlmutter (D-Colorado) and Steve Stivers (R-Ohio) introduced the same legislation in the House last week. The legislation attempts to reconcile federal law with conflicting cannabis-related state laws by providing a federal “safe harbor" to financial services providers including insurers and agents and brokers. The legislation would prevent criminal prosecution and civil liability against agents and brokers who choose to engage with “cannabis-related legitimate businesses." It would also provide clarity for transactions involving these businesses. Under current federal law, the cultivation, possession and distribution of marijuana is illegal, except for some limited research purposes. However, at the state level, all but a handful of states permit medical marijuana use in some capacity and several states now allow the sale of marijuana for recreational purposes.

The Big “I," along with its industry partners, worked diligently to include the insurance protections in the SAFE Banking Act and is pleased with this step towards legal clarity for agents and brokers. A group of insurance trade associations sent a letter of support to the bill's cosponsors thanking them for including needed clarity for insurance transactions related to cannabis that are otherwise permissible under state law. The Big “I" supports federal legislation that creates a “safe harbor" for agents and brokers who, of their own accord, choose to do business with cannabisrelated legitimate businesses. Any such legislation would protect Big “I" members from criminal and civil liability. As any cannabis-related legislation makes its way through Congress, we will continue to provide members with updates in the weekly News & Views e-newsletter.

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C E O & R O N ER

Should an Agency Purchase E&O Coverage from an Appointed Carrier? By Chris Boggs

Proper placement of an agency’s errors & omissions coverage is of utmost importance. Protection provided by an E&O policy can be the difference between an agency's continued success and financial ruin. Agencies have many options available for the placement of their E&O coverage. For some, one of the options is purchasing E&O coverage directly from one of their appointed carriers. In fact, these carriers constantly solicit their appointed agents for placing their E&O coverage with exclusive perks, such as points towards carrier incentive plans, reductions in deductibles for E&O claims and application of the E&O premiums toward overall production. On the surface, this seems like a good deal, especially since the agency already has a relationship with the appointed carrier. The agency trusts them to protect its customers, they are highly rated and they have a great reputation for paying claims. But serving the agency’s clients and defending the agency from E&O claims are two separate and distinct relationships. The line between what is best for the agency and best for the customer becomes blurred— the two aren't always compatible. Further, what is best for the carrier and best for the agency may not be the same either. It's seldom spoken of when this happens, but it's always lurking in the background and it's called: "conflict of interest." Before placing E&O coverage with any carrier the agency is appointed to represent, there are several factors that must be considered: 1) Agent or direct. The Big "I" considers promoting the value insurance agents bring to their customers as part of its mission. Independent agents know the value they add to customers, so why would the agency not want the benefit of a trained professional liability agent working on its behalf?

Professional liability can be tricky and just because an agent knows the coverage needs of his or her customers, doesn't necessarily translate into knowing the nuances of agents' E&O coverage. Big "I" state association personnel whose only focus is professional liability work closely with the agency to service its E&O needs. Yes, even the best agency benefits from the professional service and knowledge offered by a dedicated E&O professional. 2) Carrier relationships. The intrinsic value of agencies is their book of business and carrier appointments. A disagreement about the handling of an E&O claim has the potential to severely strain that relationship and may hamper any long-term representation. If the agency is embroiled in an E&O claim involving the same carrier, maybe even forcing the carrier to fight both for and against its agent, relationships are harmed. 3) Application data. E&O applications necessarily contain large amounts of sensitive and proprietary information necessary for underwriting, including premiums by line of business, revenue, staff count, appointed carriers and descriptions of office procedures. In addition to knowing all the carriers with which the agency is appointed, the E&O carrier will also know the amount of business with each carrier. Will the E&O department keep this information confidential, or is it shared with other departments? The hope is that the information is kept confidential, but there may be no guarantees. It is easy to imagine the carrier's field underwriter hounding the agency for more business because of this inside information. 4) Increasing carrier claims against agents. E&O claims data is analyzed regularly to reveal claim trends. One clear trend that began nearly two

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Should an Agency Purchase E&O Coverage from an Appointed Carrier? continued decades ago is the steady increase in carriers suing agents for mistakes that result in damages to the carrier. Defending an agent against itself creates a clear conflict of interest for the carrier. Once the carrier is convinced the agent is guilty of the E&O incident, all the years of a pleasant and profitable business relationship are quickly forgotten. The carrier only has one purpose in mind, forcing the agent to pay the claim. If the E&O is with that same carrier, there is an immediate conflict of interest because the E&O contract places the sole duty of defending the agency on the carrier.

coverage with a carrier the agency represents may seem safe and convenient, the ultimate risk may be too high. Agents are better served placing their E&O coverage with long-term, stable programs focused solely on agents' E&O coverage. Not only are these programs more focused, they aren’t full of the inherent conflicts of interest common when placing coverage with an appointed carrier. Chris Boggs is Big “I” executive director of risk management and education.

But if the carrier is also trying to lay blame on the agency; how can it, in good faith, also defend the agency? What kind of defense can the agency expect when the carrier is defending the agency against itself? 5) E&O claims history protection. Many potential E&O incidents involve, "he said, she said" accounts of the relevant incidents. What happens when a customer written by same carrier is the subject of the potential E&O incident? Even if the agency didn’t make a mistake, the customer may misrepresent the facts in an attempt to secure payment from the E&O policy. The E&O carrier must make the decision to defend the agent or pay the retail customer's underlying claim to appease them. Maybe the carrier just decides to pay the loss as an E&O claim under the agency’s account because it is less expensive than defending it. There are two problems with this approach for the agency. One, the agency’s E&O policy has a deductible and the E&O carrier can use the claim to justify future rate increases or simply cancel the policy. Two, the loss will show up on the agency’s loss history and will likely have a negative impact on the agency’s ability to shop E&O coverage in the future. Agencies have a choice to make regarding the placement of their E&O coverage. These are just a few factors that must be considered when making this very important decision. Although placing the

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VIAA Education April

2021

Virtual Courses CRIS/MLIS UPDATE: PROFESSIONAL LIABILITY INSURANCE COVERAGE TRIGGERS 6 CEUS - April 6, 2021

E&O: ROADMAP TO POLICY SUCCESS 3 CEUS - April 7, 2021

CPIA UPDATE: AN E&O LOSS CONTROL PROGRAM FOR ALL AGENCIES 7 CEUS - April 8, 2021

ACSR #3 - OTHER PERSONAL LINES COVERAGES 6 CEUS - April 13, 2021 AAI 81 C - COMMERCIAL PROPERTY 8 CEUs - April 21, 2021

Open

When Owned Autos Collide… How Many Deductibles?

Coverfage

By Bill Wilson

Question

First, under "Deductible," the policy says:

Our Insured backed into his wife's car with his pickup. Both vehicles are insured under his personal auto policy, each with a $1,000 deductible. The insurance company is telling us that one deductible ($1,000) will apply. We have reviewed the auto policy language and it appears that it may waive the deductible for collision if it is with another vehicle insured by the same company. The adjuster is telling us that the collision deductible waiver only applies for a third party insured with them, not an insured on the same policy with them. What do you think? The claim is $800 and less than the deductible.”

Answer In the policy you attached to your “Ask an Expert” question, the language seems clear to us that there is one deductible for a comprehensive (other than collision) loss and no deductible for a collision loss.

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Unless stated otherwise, the applicable deductible shown in the Declarations shall be applied to each accidental loss covered under this Part of the policy. If loss to more than one of your covered autos or a nonowned auto results from the same loss, only the highest applicable deductible will apply. So, if two autos are declared on the policy and they're both damaged by, say, a hail storm, then there is one, not two, deductible. It would appear that the same single deductible would apply if those autos collided with each other. However, the leadin language above says, "Unless stated otherwise" and the policy goes on to say: “Collision” means the upset of your covered auto or a non-owned auto or its impact with another vehicle or object. No deductible will apply if the collision is with another auto insured by an ABC insurance company.

When Owned Autos Collide…How Many Deductibles? continued The last sentence above is unambiguous. If both autos are insured by an ABC insurance company, then there is no deductible for collision claims. Since both of your autos are insured by ABC, there is no deductible. If ABC intended to waive the deductible only if the other auto was written on another policy, they could easily have expressed that intent in clearer policy language. Ambiguity is usually decided in favor of the policyholder who did not draft the insurance contract. In this claim, I do not even see a case for ambiguity. The meaning is clear. If what the adjuster says is really ABC's intent then, again, the contract needs to be rewritten to more clearly express that. BTW, I just happen to be an ABC personal lines insured. For what it's worth, I had a tornado claim last year and their adjuster was outstanding. But back to the case in point... My ABC personal auto policy is worded differently than yours. This is what mine says about collision deductibles: In the event of a collision with another vehicle insured by:

(a) an ABC insurance company; or (b) another ABC group company; no deductible will apply. This does not include a vehicle described as your covered auto or a non-owned auto. MY policy clearly expresses the intent that the ABC adjuster says is the intent of YOUR policy. However, the language in your policy does not support this intent, whereas it clearly does in my policy. My policy is the February 2011 Tennessee edition of their form while yours appears to be the October 2006 Kansas edition of their form. That tells me that possibly ABC is aware of the wording in your policy and has, sometime in the past five years, revised it but perhaps not filed it (or it was not approved) in Kansas? If they are aware that how your policy is currently worded results in a waiver of the deductible, it would be bothersome that they are applying the deductible anyway. In any case, what the adjuster says would be true under my policy, but not yours. Cut the check, update the policy.

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False Advertising, Unfair Trade Practices, and Puffery

William C. Wilson, Jr. CPCU, ARM, AIM, AMM is the founder of InsuranceCommentary.com. He retired from the Independent Insurance Agents & Brokers of America in December 2016 where he served as Assoc. VP of Education and Research and was the founder and Director of the Big "I" Virtual University for over 17 years. 30

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4:59 a.m. That’s when my blood began to boil.

Hanno Fichtner, Founder & CEO of Gabi says that Gabi:

That’s when I woke up this morning with my iPod Mini earbuds delivering me a radio commercial for Gabi, an online insurance quoting service that claims to be able to provide 40 or more insurance quotes for auto and home. According to their web site, users “Save on average $961 per year.” Their YouTube channel cites savings by some users of close to $2,500. I found the following statements on their web site: “Gabi uses the account credentials to your current insurance account (or a PDF of your policy declarations page) to learn about your current coverage details, so you don’t have to input them manually. We use those details to get you APPLES-TO-APPLES comparisons for the SAME COVERAGE from other insurance providers to find the best rate. If you don’t want to use this feature, you can manually enter your information and select coverages to get a quote.” [EMPHASIS added] “Gabi is an online insurance broker and agent. We don’t replace the insurance company, we just help you shop. Our product is a free tool that helps you compare auto and home insurance rates across top providers and finds you the cheapest rate for YOUR EXACT COVERAGE.” [EMPHASIS added] According to the “Gabi Personal Insurance Agency” YouTube channel: “Americans overpay for car insurance by over 37 billion dollars a year.” And, according to a user: “Gabi came back with some quotes for the EXACT SAME car insurance.” [EMPHASIS added]

“…ANALYZES your existing policy and finds you the best rate for the SAME COVERAGE.” [EMPHASIS added] A YouTube review from” Common Cents Mike” includes these statements: “They’re gonna do an ‘apples to apples’ comparison of your existing policy by one of two ways….” “You can give them access to your online information or you can provide a copy of your declarations page and “…they have all the information they need to do an ‘apples to apples’ comparison for your policy.” These types of quoting services are all over the internet and are a complete waste of time. More important, they are dangerous to consumers. They mislead the public into believing that the only difference between insurance policies or insurers is the price. I’ve blogged before that I believe these types of advertisements and claims violate the Unfair Trade Practices of most states. For example, according to the law in my state: “False Information and Advertising Generally. Making, publishing, disseminating, circulating or placing before the public, or causing, directly or indirectly to be made, published disseminated, circulated, or placed before the public…an advertisement, announcement or statement containing any assertion, representation or statement with respect to the business of insurance…THAT IS UNTRUE, DECEPTIVE OR MISLEADING….” [EMPHASIS added] Exaggerated advertising or false meritorious claims are often considered by courts to be “puffery” and not civilly actionable. Statements

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like “Better Ingredients. Better Pizza.” In the Pizza Hut, Inc v. Papa John’s International, Inc., 227 F.3d 489 (5th Cir. 2000) case have generally not been considered false advertising or violations of fair trade laws. In this case, the court referenced the Lanham Act (15 U.S.C. § 1125) and opined that: “A prima facie case of false advertising under section 43(a) of the Act requires the plaintiff to establish: “(1) A false or misleading statement of fact about a product; “(2) Such statement either deceived, or had the capacity to deceive a substantial segment of potential consumers; “(3) The deception is material, in that it is likely to influence the consumer’s purchasing decision; “(4) The product is in interstate commerce; and “(5) The plaintiff has been or is likely to be injured as a result of the statement at issue.”

I believe that statements that insurance quotes are based on an “apples to apples” comparison for the “same” or “exact” coverage go far beyond simple bloviated puffery and constitute fair trade laws. They endanger the financial well being of consumers. Insurance policies are legal contracts. Many are dozens of pages long. You cannot make an “apples to apples” coverage comparison with only a Declarations page. This also does not tell you anything about the insurer’s claims service. Insurance is not a commodity differentiated only by price. In a 50+ year career as a P&C insurance professional, I’ve seen so many people buy cutrate auto insurance and then suffer uncovered losses. Here’s an article from my blog giving over a dozen examples of coverage differences and claim denials and you can search the blog for “commodity” to find other examples: Auto Insurance Is Not A Commodity Is it time that insurance regulators put a stop to this kind of destructive misinformation? Does anyone care? Is anyone listening?

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COMPANY & AGENCY NEWS www.viaa.org

Union Mutual Announces Kathleen H. Davis to Chair Board of Directors Damage Kathleen H. Davis was elected Chair of the Board of Directors of the Union Mutual Fire Insurance Company and the New England Guaranty Insurance Company at the Companies’ annual meetings held on February 24, 2021. Davis, an attorney, joined the Board as a Director in 2004 and has served as Chair of the Companies’ Audit Committee; member of the Companies’ Executive Committee, Finance Committee, and Compensation, Pension and Nominating Committee; and was elected Vice Chair of the Board in 2019. Davis is the first woman to lead the Board of Directors in the Companies’ nearly 150-year history. Davis is a Director at Downs Rachlin Martin PLLC, a law firm with offices in Vermont and New Hampshire. She practices in the areas of captive insurance, regulatory compliance, and business law. She lives in Shelburne with her family.

Community Mutual Insurance Company Names New President and New Treasurer The Board of Directors of Community Mutual Insurance Company voted unanimously last week to elect Jennifer P. Galfetti as President of the Company, and Schuyler M. Ryan as Treasurer. The promotions were announced at the Company’s annual meetings held on March 17, 2021. Community Mutual Insurance Company is part of the Union Mutual of Vermont Companies, a property-casualty insurance group consisting of Union Mutual Fire Insurance and New England Guaranty Insurance Company Inc., both based in Montpelier, Vermont; and Community Mutual Insurance Company, based in Latham, New York. Galfetti and Ryan’s elections mark the first time that the Company has ever had a completely female slate of officers. They join Lisa L. Keysar, who serves as CEO of Community Mutual, and Sarah R. Jarvis, Esq., who serves as Corporate Secretary.

Union Mutual Partners with ViewSpection for Streamlined Inspection Process Union Mutual is excited to announce a partnership with ViewSpection to implement an improved, innovative inspection process that allows policyholders to complete their own digital inspection via smart phone app within the privacy of their own home. Union Mutual believes this partnership with ViewSpection adds to its foundation of superior service and ease of doing business for both independent agents and our shared insureds. This technology is also an important tool in keeping all stakeholders safe during the ongoing COVID-19 pandemic. Union Mutual has found the ViewSpection app and reporting services to accurately and comprehensively deliver the inspection materials needed to adequately review risk submissions, which is vital to the integrity and profitability of our book of business.

Acuity Named a Top Company for Claims Service Acuity is named one of the 10 best insurers in the nation for claims service in a recent study by CRASH Network. In addition to being ranked in the top 10 auto insurers nationwide, Acuity is the highest-ranked Wisconsin-domiciled insurer. CRASH Network surveyed over 1,100 collision repair shops across the country for its 2021 Insurer Report Card. Shops were asked to grade the claims service of insurance companies they interact with on a regular basis based on how well each company’s claims handling policies, attitude, and payment practices ensure quality repairs and customer service. According to the CRASH Network, highly rated insurance companies don’t pressure repair shops to cut corners or install lower quality parts and don’t add administrative steps that slow down the repair and claims process. Survey results show that many insurers getting the highest grades are regional insurance companies. Large carriers fared poorly, with none of the top 10 largest auto insurers in the country earning above a C+ grade. www.viaa.org

Union Mutual Raises Over $63,000 for Special Olympics Vermont Union Mutual was proudly represented by over 40 employees, independent agency partners, vendors, friends, and family members in a virtual Penguin Plunge to benefit Special Olympics Vermont on Saturday, Feb. 6, 2021. The Union Mutual Popsicles donned their best summer attire and creative costumes as they “Plunged” into the snow to create snow angels (#AngelsForAthletes) at their homes across New England and New York. With the widespread support of hundreds of donors, the Union Mutual Popsicles were able to set yet another impressive mark for the event’s fundraising with a grand total of over $63,000. The all-time team fundraising record was set by Union Mutual in 2020. At the time of this release, three of the event’s top five fundraisers were Union Mutual Popsicles, led by Chief Financial Officer Jen Galfetti and Keysar. The Special Olympics Vermont Penguin Plunge season extends through March 27. For those who haven't already done so, there is still time to visit www.penguinplunge.org to register or donate. Union Mutual is also the proud lead sponsor of the Special Olympics Vermont Summer Games.