GMA April 2017 by VIAA

GREEN MOUNTAIN AGENT A PUBLICATION OF VERMONT INSURANCE AGENTS ASSOCIATION

APRIL 2017

Seasons May Change, But Our Commitment to the Independent Agent Channel Remains the Same...

ermont Mutual is proud to have served Vermont and the New England market through the longstanding partnership with our Independent Agents. It remains our privilege to work with the finest Independent Agencies in the industry … the only place you can buy a Vermont Mutual policy.

89 State Street, P.O. Box 188, Montpelier, VT 05601 | 800.451.5000 | VermontMutual.com

Vermont Mutual is proud to sponsor the Vermont Insurance Agents Association’s new Education Center in Williston, Vermont.

Green Mountain Agent is a publication of

In This Issue: April 2017 4 Message from the President 8 From the Commissioner

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

Features 16 Does “AN” Insurance Policy Cover...? 18 Would Your Agency Need Help in the Event of a Data Breach or Ransomware Attack? 22 Sales Succes: Swing the Bat 26 E&O Corner

News

Vice President Erin Odell

29 Union Mutual

Secretary/Treasurer Paul Plunkett

36 Titus Insurance Agency

IIABA & PIA State National Director Ron Bixby

37 Department of Financial Regulation

Directors Chip Ams Daniel Rodcliff Alan Kinney

Staff Executive Director Mary Eversole meversole@viaa.org

GMA Publication Design LONDONmiddlebury londonmiddlebury.com

Help Wanted 32 NFP 33 Hull Insurance Agency 33 Crowley Insurance Agency

In Memoriam 40 Loraine Calvi

Message from the President It’s Just a Click Away Last month, the Vermont Department of Labor reported a data breach that could impact 180,000 people who had an account on their Joblink website, managed by a third-party vendor. Personal information in the database includes names, dates of births, addresses and in some cases social security numbers. Signing up on this website is a common way to a find job in Vermont and some people are legally required to use this website as a condition of receiving state unemployment benefits. People who are users of Joblink now have to monitor their credit reports for the new two years even if they did not suffer an immediate loss after this significant data breach. During 2016, cyber hacks were unmatched in scale and audacity. Ransomware attacks are the hack du jour. Insurers pay millions of dollars annually for claims on cyber policies.

has 4,000 clients (or records) and it experiences a data breach. That would cost the agency nearly $800,000 to recover and meet state compliance regulations. Is your own agency well insured for this new type of business crime? How would you know if you were under attack? Do you know what to do if you do have a data breach? New York State’s Department of Financial Services recently changed the NYS Cyber Security Regulation . This change impacts many of our members as well. All agencies must comply with certain portions of the regulation; some may qualify for a limited exemption. We thank our sister association, Independent Insurance Agents & Brokers of New York for their role in securing the expanded limited exemption for this regulation. Nonetheless, if you do business in New York, your agency may need to perform a cyber risk assessment and provide certification to DFS annually. Vermont’s Department of Financial Regulation requires agents and other licensees to “implement a comprehensive information security program” and satisfy other requirements.

Most businesses aren’t insured for cybercrime losses. Only about one in five is. Cybercriminals are patient, sophisticated and often undetectable until it’s too late. The average cost of a data breach is $194 per record, according to the Ponemon Institute.

We are risk managers and this approach should be taken when establishing a cybersecurity program. Don’t rely on compliance to protect your agency. It’s more than a checklist. Managing cybersecurity risk needs to be part of an agency’s culture and business continuity planning.

Here’s an example. The majority of VIAA Members are small businesses with 10 or few full time employees. Let’s say a given agency

We are obligated to protect the data we collect. VIAA has partnered with Arlington/Roe® to offer our members an

exclusive benefit. Cyber Secure. It’s not just a cyber product; it is an Information Risk Management Program. Cyber Secure is affordable and encompasses everything from forensic investigation, legal, compliance and public relations services to breach notifications, call center servicing and ongoing credit and data monitoring. Make this policy the foundation of your agency cyber security program. Being protected equals being prepared to respond.

Remember, a hack is just a click away.

Pete Richards, VIAA President

“Everyone thinks they have a plan until they get punched in the face.”

-Mike Tyson 5

APRIL 2017 VIAA ECONOMIC IMPACT SURVEY

From the Commissioner Cyber Security Task Force Formed to Protect Small Businesses Opportunity for Partnership with the Insurance Producer Community In his January inaugural address, Gov. Phil Scott clearly articulated three guiding principles for this administration: (1) grow the Vermont economy; (2) make Vermont more affordable; and (3) protect Vermont’s most vulnerable. The Department of Financial Regulation (DFR) sought to incorporate these principles by establishing four department task forces: •

Economic Development through Regulatory Innovation Task Force Senior Safe Task Force DFR Operations Task Force Cyber Security Task Force

• • •

Each task force is designed to address a critical and/or emerging financial regulatory issue and this article intends to provide a high level overview of the work of the Cyber Security Task Force (Task Force), which is led by DFR’s new Insurance Deputy Christina Rouleau. Cyber-attacks are increasingly pervasive among the public and private sectors - often making front page news. In fact, PwC’s most recent annual report on cyber security found cyber security incidents across all industries rose by 38 percent in 2015, representing the largest year-over-year increase since PwC started reporting on cyber security twelve years ago. Further, estimates have pegged the globalized loss from cybercrime at an astonishing $400 billion annually. More concerning for Vermont is the increasing number of attacks on small businesses. In 2011 8

Michael S. Pieciak, Commissioner Vermont Department of Financial Regulation

approximately 18 percent of cyber-attacks were committed against small businesses, however, that number increased to 43 percent in 2015. And even more concerning, the U.S National Cyber Security Alliance found 60 percent of small businesses go out of business within six months of a successful cyber-attack. Small business owners often think they are too small to be targeted, however, they often make the perfect target due to a lack of employee training/awareness, lack of up to date software/ firewalls and lack of dedicated in-house IT professionals. Considering Vermont’s economy is largely made up of small businesses, education and outreach to this community is clearly an area where the Task Force can make a great deal of progress. From the Commissioner Accordingly, the Task Force will largely work to develop trainings for

Vermont’s small business communities to help explain the cyber risks they confront and suggest mitigation strategies - including the purchase of a cyber security insurance policy. The Task Force would like to find ways to partner with Vermont’s insurance producer community to help with this effort. As many of you know, last month cyber security regulations promulgated by the New York State Department of Financial Services came into effect and I applaud the department for its leadership in being a first mover. However, I don’t necessarily want Vermont to follow-suit. I believe state regulators, whether they regulate insurance, banking or securities, must be mindful of, and strive for, regulatory uniformity when achievable. Accordingly, developing new or different

cyber standards for Vermont financial firms is not a goal of the Task Force; rather Vermont will actively work with our sister states to help develop national standards to protect Vermonters and our small businesses from cyber-attacks. In the meantime, please reach out to Christina or me if you have any ideas for the Task Force or if you would like to volunteer to help carry out its work.

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We’ve all heard of the five second rule. If you drop food on the floor, the theory is you have five seconds to pick it up and eat it before it’s ‘contaminated’ with any germs (admit it, you’ve tested this concept before). But, have you heard of the eight second rule? Now that’s the new trending phrase. According to a recent study by Microsoft, the human attention span continues to shrink. We now have a shorter attention span than a goldfish at only eight seconds. What’s to blame for our new short attention span? Microsoft believes increased digital lifestyles are to fault, where people front load their attention and have more intermittent bursts of high attention. If you use digital or social media, whether reading the news online or checking your friend’s status’s through your Facebook feed, you are probably scrolling until something catches your eye, read or watch a little, then continue moving along until you find something else that interests you. You are most likely making that decision if you are attracted to the content or not within eight seconds. 12

If your staff needs expert training to master the ‘eight second rule’, develop and deliver a strong elevator pitch, master negotiation skills and other essential business skills, we have solutions for you. Visit our eLearning portal to purchase interactive, fully narrated online learning modules. The Advanced Communication and Negotiation Bundle provide several courses for your employees to build the necessary skills to become an expert communicator. Also included on the portal are courses on Business Communication Fundamentals, Client Management Essentials and dozens of commercial and personal lines coverage basics for new hires. There are even courses for emerging leaders to develop managerial and leadership skills.

For more information, visit the eLearning portal at: https://viaastore.mycoursecenter.com/

Protect Your Workplace Spread the Word & Get Involved Americans, including employees here, regularly use the Internet to communicate with colleagues, share vital information, and conduct business. Yet our collective cybersecurity is threatened on a daily basis by online criminals who wish to do us harm. As we move further into the Information Age, we must recognize our shared responsibility to make cyberspace a more secure environment for ourselves and future generations. There are things you can do right now to protect Americans from online risks by becoming a cybersecurity advocate in your home, office, and community: • Lead or host a cybersecurity awareness activity in your places of work, school, recreation, or worship. • Discuss the importance of cybersecurity internally with your colleagues and externally to your organization’s stakeholders–as well as with your friends, families, and members of your communities. • Get schools and community organizations involved and informed on cybersecurity. • Blog or post about cybersecurity issues and tips. • Become a Friend of the Stop.Think.Connect. ™ Campaign (www.dhs.gov/stopthinkconnect) to receive cyber tips and resources. • Sign up for the US-CERT alert system (www.us-cert.gov) to receive alerts with timely information about current security issues and vulnerabilities. • Download and distribute Stop.Think.Connect. and US-CERT resources to give to your colleagues, family, friends, and communities.

Cybersecurity is a shared responsibility and we each have a role to play. For more cyber tips and resources, visit the Department of Homeland Security’s Stop.Think.Connect.™ Campaign at: www.dhs.gov/stopthinkconnect

â—? Download the printable, easy-to-share Pocket Guide brochure

â—? Download the full

'Summary Guide' PDF document

How do you best protect your agency from cyber threats

and prepare your agency to recover should disaster strike?

The ACT Security Issues Work Group has collected the

following resources to help you protect your agency against tomorrow's threats.

Understand risks, discover solutions and check out the wealth of resources available.

Does “AN” Insurance Policy Cover...? By Bill Wilson

One of the most incredibly frustrating things about coverage questions from agents is the apparently lack of understanding that you cannot answer coverage questions for a particular customer or prospect by generalizing about policy coverages. You MUST answer a question based on the specific wording of the policy in question. I still participate in the Big “I” Virtual University as a volunteer faculty member, which largely involves responding to agent coverage and claim questions. In a single day this week, the

following questions were sent to the faculty from the VU’s “Ask an Expert” (AAE) service: •

“Will the liability that is afforded off the homeowners policy for a dwelling fire home owned by the insured cover that property if he demolishes the existing home and builds a new one?”

•

“Can a homeowner assault a guest (physically) and have the liability respond?”

•

“An insurance agency has an opportunity to contract through one of their carriers to sign up their customers to use a credit card. The credit card can be used for any retail purchase. The agency will receive a $15 commission for each credit card signee. The question pertains to insurance coverage to cover the exposure for the agency choosing to get involved in this additional revenue stream. Signing up consumers does not require a license and is not covered under an Insurance Agents Professional Liability policy. My question is will this exposure be covered under the insurance agency’s general liability policy instead?”

•

“Our agency will be hosting a 5k next month – we are required to have a SEP. If we have sponsors that want to set up the day of the event are they considered a “vendor” if they are not selling their products – only giving out samples? Would they be covered under the SEP in this case?”

The AAE guidelines are clear that submissions MUST identify the full ISO form number or, if not an ISO form, the proprietary company form must be attached to the submission…not an excerpt from the policy, but the full insurance contract. Giant letters on several pages link to the Guidelines. In addition, on the submission page itself, there is this:

If your staff is providing such generalized advice to customers’ coverage questions, then you have a very significant E&O exposure. Please educate everyone on the agency that coverage questions must cite the specific form language in the policy in question.

If your question involves a policy form or endorsement, we MUST have the full ISO form number and edition date (e.g., CG 00 01 04 13 or HO 00 03 05 11). If it is not an ISO form, please attach the company form, along with any related claim information to your submission. We cannot respond to questions that, for example, refer to “a homeowners policy.”

Are you trying to reach Vermont’s Independent agents? Do you have a great ad that represents your company and have nowhere to place it? Are you looking to hire? Place your ad in VIAA’s monthly publication and have the opportunity to advertise and market to Vermont’s Independent Agents.

Questions on how to place an ad? Contact Mary Eversole at meversole@viaa.org for placement options and advertising rates. Vermont Insurance Agents Association ATTN: Advertising/ 600 Blair Park Road/Suite 100/Williston, VT 05495

Would Your Agency Need Help in the Event of a Data Breach or Ransomeware Attack? Do you know what to do if your computer files are breached? What if they are locked and held for ransom?

Do you know how to comply with State and Federal Notification Laws? These are some of the questions that your agency has to answer in the event of a data breach. Does your agency have cyber liability coverage?

manageable. Cyber extortion is generally the crime of locking computerized operations and then demanding a ransom to unlock them. Businesses and their customers are affected by ransomware daily â€“ cyber criminals can hold the business and customer private information to force a ransom for its return. This is a growing threat and the FBI has reported cyber extortion at an all-time high. In fact, cyber extortion events grew in number by about 400% last year. The cybercrime of extortion is caused by what is known as ransomware,

Businesses are breached every day. Too often owners do not handle the breach correctly, resulting in even greater damage to operations, profitability and customer trust. VIAA and Arlington/Roe have partnered to offer VIAA members a solution: a cyber policy that focuses on helping independent insurance agents avoid or manage a data breach. Coverages include coordinating the services that an agency needs to satisfy legal requirements within the mandated deadlines and to protect its reputation. There are currently 47 different state notification laws with varying requirements. Notification is potentially a large cost in the event of a data breach. The Cyber Secure insurance product, available only to VIAA members, helps with state and federal notification compliance. The coverage can include reimbursement for notification costs based on the number of affected individuals and not capped by a dollar amount. The Cyber Secure insurance product can also cover another high expense event associated with a data breach: cyber extortion. It can also make handling a cyber extortion crisis more 18

which is used by a criminal to lock business computerized systems. Both business and customer private information is then held hostage for ransom.

A specialistâ€™s support in the event of a breach is crucial. Your agency can get that with the Cyber Secure product which is offered at a reduced rate as a benefit to VIAA members. This protection for your agency helps with the step-by-step procedures in the event of a breach and gives you risk management tools to mitigate future losses. The first step to take is to contact VIAA and find out how you can access this Cyber Liability product.

THE MEETING SPACE YOUâ€™VE BEEN LOOKING FOR

Are you taking advantage of your membership? Big “I” Professional Liability

www.independentagent.com/EO As a member of your state association, you have access to the Big “I” Professional Liability program, the most respected and comprehensive program in the business, offering a variety of insurance agent’s E&O products that are hand-selected for their superior reputation and exceptional performance. With comprehensive rates and a long-term market, the Big “I” Professional Liability program is properly positioned to meet your professional needs, protecting the future of your agency.

Big “I” Markets

www.bigimarkets.com Exclusively available to Big “I” members, IIABA’s online market access program features specialty/niche coverages, program business and hard-to-ﬁnd markets. Unlike similar programs, there are no registration fees, no minimums, and you own your expirations. In many states, additional markets are available through Big “I” Eagle Agency.

Big “I” Flood

www.independentagent.com/Flood Big “I” endorsed Selective Insurance has been a Write Your Own carrier (WYO) for the National Flood Insurance Program (NFIP) since 1984 and is one of the top 10 writers of NFIP policies. Selective makes writing flood insurance easy through quality customer service and superior technology. Together, Big “I” Flood and Selective’s relationship helps deliver members an unparalleled flood program by offering state-of-the-art processing, dedicated underwriters (not a TPA call center) and localized flood Territory Managers providing you with the knowledge and expertise needed to effectively speak flood.

Big “I” Retirement

www.independentagent.com/Retirement Big “I” Retirement Services, LLC has partnered with national firms to provide a unique member-only plan that simplifies the plan sponsor’s administrative responsibilities while limiting your fiduciary exposure. The Big “I” MEP 401(k) Plan is sponsored by Big “I” Retirement Services, LLC. It is a multiple employer plan also known as the MEP, which is a great way to lower your overall retirement plan costs while receiving consulting, helpful educational tools and low cost investment options. By partnering with Mesirow Financial, a 3(38) fiduciary and MVP Plan Administrators, a customer service oriented record-keeper, the Big “I” MEP 401(k) Plan is designed to maximize cost savings and our unique association design.

Big “I” Employee Beneﬁts

www.independentagent.com/EmployeeBenefits The Big “I” Employee Benefits program provides full service group benefits for our member agents. Our program is underwritten by The Guardian Life Insurance Company of America, a multi-line insurance group with many years of experience in the business and administered by a dedicated service team just for Big “I” Members. Offering Group Life, Group Short- and Long-Term Disability, Group Dental and Group Vision, the program offers varying lines of coverage options to meet the diverse needs of our members and also provides guaranteed issue with certain requirements being met. Whether you are a new member or an existing one, we quote and add coverage on a continuous basis.

Big “I” Personal Umbrella

www.independentagent.com/RLI RLI’s PUP stands atop the existing homeowner and auto insurance to provide an extra layer of personal liability protection for the insured and their family. With RLI’s PUP program, the insured can maintain their auto or home coverage with any company they choose, provided they agree to maintain the mandatory minimum underlying coverage limits. Limits up to $5 million ($1M in NM) and UM/UIM coverage available.

Big “I” Home Business

www.independentagent.com/HomeBusiness RLI’s Home Business Policy provides affordable coverage for those people who operate small home-based businesses. Insureds often believe their existing homeowners or apartment-dwellers policy will cover any loss or damage to their business equipment, furniture and supplies in the event of ﬁre, theft or other catastrophe, when in fact, those policies usually explicitly exclude coverage for any business exposures on their premises. Partner with us to offer this important coverage to your clients.

Big “I” Business Resources

www.independentagent.com/Advantage Enjoy member discounts for a variety of services to assist in managing your agency. Caliper (personality testing and human resource consulting); DocuSign (eSignature); UPS (express delivery); Mines Press (printing); Virtual Risk Consultant (agency checklists and marketing tools); Hertz (rental car service); Big “I” Career Center (insurance jobs board) and more. Members are also encouraged to connect with Insurbanc, the FDIC insured bank founded by agents for agents. Visit www.insurbanc.com.

Extortion by computer is growing… about 400% per year Cyber criminals can lock computerized operations and hold the business and customer private information hostage, demanding a ransom to unlock them.

Would you know how to keep your insurance agency’s information safe — and your customers’ — if confronted with a cyber extortion demand ?

VIAA and Arlington/Roe have partnered to offer Cyber Secure. It is offered a reduced rate to our members and includes coverages such as:

This member benefit is brought to you by VIAS and administered by Arlington/ Roe.

• Cyber Extortion Loss Sublimit • Business Interruption Coverage • Forensic Expenses to Investigate the Breach/Ransomware Event

VIAA Member Agencies call us for cyber coverage today!

CONTACT: Helen Collins | 844.609.1481 | helen@viaa.org

Sale Success: Swing the Bat By Phil Schuman

The truth in selling as in life is that there is never a perfect time for anything. With all the many ways that salespeople can trip themselves up, perhaps the most common is waiting too long for that perfect time to call, to knock on a door, to schedule an appointment or to ask for the sale. Imagine if we knew that the answer would be yes – we’d be picking up the phone and asking for the business without a moment’s hesitation. But the fear of being told no holds us back. In sales by swinging the bat anyway and taking action now we truly have nothing to lose and everything to gain. A friend recently shared an interesting quote and it seems very relevant to this topic: “The most highly evolved people were the ones for whom even yesterday did not exist.” To be an effective salesperson it’s important to learn from yesterday’s setbacks. But when we let ourselves dwell on what didn’t go right yesterday it can inhibit our ability to keep moving forward with enthusiasm and conviction. Those who can learn from and then put away the setbacks that happened yesterday have a far better shot at closing more business. Glance in the rear view mirror, but then get back to being laser focused on the road ahead! This is especially critical in selling as we are dealing with being told no far more than we are hearing yes. The trick is seeing all of it as part of the entire sales process. And when we do hear the sweet sound of yes, it makes having heard no far easier to swallow. When is the easiest time to make a sale? It’s right after we’ve made a sale! We’re brimming 22

with confidence, self-belief and enthusiasm. But if you can find a way to maintain this level of enthusiasm throughout the selling day, then all day long becomes the best time of the day to make a sale. Sometimes it’s a matter of tricking the brain and our subconscious mind until we believe what we are telling ourselves. One leading salesperson when in moments of self-doubt or hesitation says to himself: “What would I do right now if I were ten times bolder?” And whatever he imagines in that exact moment he acts on it immediately – he is picking up the proverbial bat and swinging it! It might sound corny but give it a try – nobody but yourself can hear your thoughts anyway, and it might just put you in the frame of mind needed to break through the self-limiting barriers we place upon ourselves and find our true potential within. Much of life is about figuring out ways to get out of our own way. Sales and life are ultimately not a competition against others - it is merely a competition against ourselves. There is no ideal time to call on a prospect so the best way around this is just to pick up the phone or knock on the door and swing the bat. Many salespeople are reasoning with themselves that it’s either too early or too late in the day or it must be lunchtime and they don’t want to call at the wrong time. Disregard all of this - the truth is you have something of great value that could potentially improve your prospect’s life. It is your obligation to let the prospect know about it. Sporting analogies work well when analyzing effective sales techniques and mindsets. Michael Jordan has said: “I’ve missed more than 9,000 shots in my career. I’ve lost almost 300 games. 26

times, I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life. And that is why I succeed.” Kobe Bryant has missed more shots than any other player in NBA history. Wayne Gretzky has famously said: “You miss 100% of the shots you don’t take.” But an article on swinging the bat must end with a baseball analogy. Babe Ruth held the record number of home runs during the same season that he held the record number of strikeouts. Emulate these sports stars’ attitudes on the sales court and you’ll become so much more accepting and comfortable with the feeling of inevitable rejection and will then welcome far more often the thrill and satisfaction of closed business.

Happy Selling!

The Schuman Group empowers and inspires sales teams with proven strategies and real world tools through sales training, coaching and consulting services. www.schuman-group.com

Helen Collins hcollins@viaa.org

The Importance of E & O Loss Control By Jim Keidel, Keidel, Weldon & Cunningham, LLP Here’s something we observed over the years from our work with thousands of insurance agencies and brokerages. The ones truly committed to errors and omissions loss control are less likely to face an E&O claim or lawsuit. Or, if they are involved in a claim or lawsuit, they fare much better than the others. True commitment to E&O loss control is not just a once-a-month reading of The E&O Report or attending a yearly E&O seminar. It requires an engrained part of the agency or brokerage’s culture in order to receive all the program benefits. That is, an agency or brokerage’s E&O Loss control program must be established and practiced consistently each day and by all employees. The fundamental idea behind E&O loss control is that insurance agencies and brokerages should be able to reduce or eliminate those practices most likely to cause or contribute to E&O exposure. The key is to identify the areas where E&O claims most often arise and teach employees practices to follow that reduce problems. Over the years, we addressed some of the most frequent sources of E&O claims and lawsuits through our writings and seminars. As a result, significant progress has been made in reducing claims. We can point to recommendations we made that squeezed out potential exposure to insurance agencies and brokerages in the areas involving additional insureds, certificates of insurance, binders, applications, proposals and the entire process of documentation. From an E&O standpoint, faithful readers of The E&O Report know the most desirable practices on virtually every transaction that takes place within the agency or brokerage. 26

This knowledge covers the various processes that are followed by employees in every aspect of the business of an insurance agency or brokerage. They include marketing/prospecting, completing applications, preparing proposals, delivering policies, servicing policies, reviewing renewal options and handling claims. We have said many times in the past that the most successful independent insurance agencies and brokerages are all firmly committed to following good E&O loss control practices. Those agencies and brokerages know the philosophy of implementing good E&O loss control practices must not only be endorsed and encouraged by management, but those practices must be regularly monitored to help ensure they are consistently followed by all employees on a daily basis. Agencies and brokerages that regularly follow good E&O loss control practices are aware of the many benefits those practices produce. The benefits not only include reducing the likelihood of an E&O claim or lawsuit, but the added benefit of helping sell more insurance. It’s a major reason why E&O loss control is treated with the utmost importance among the most successful insurance agencies and brokerages. Think about it – if you offered each customer the insurance options they need in the event of a loss, that same customer will have a hard time asserting a claim that the agency or brokerage was negligent or breached a contract in failing to offer those coverage options. Many loss control techniques help to sell broader coverage or higher limits of coverage thereby enhancing profitability, protecting the customer in the event of a claim and helping shield the agency or brokerage. The use of coverage checklists is a perfect example of an E&O loss control technique that not only helps protect the agency from an E&O claim or lawsuit, but it also helps sell more insurance. Another benefit helps put the agency or brokerage in closer contact with the customer.

This increases the level of customer service that is provided. It has long been our belief that service is one of the most important aspects of any E&O loss control plan. We have seen that when customers, from the smallest to the largest, are provided with exceptional service by an insurance agency or brokerage, there is a much less likelihood that the customer will make an E&O claim, or bring a lawsuit, if a problem arises. One of the fundamentals of E&O loss control is that by providing exceptional service to customers, insurance agencies and brokerages may be able to reduce the chance that a customer will file a claim or lawsuit. A comprehensive E&O loss control program should be all-encompassing. Everyone within the agency or brokerage, from the receptionist, CSRâ€™s and producers, all the way up through management, should follow good E&O loss control practices daily and understand the importance of doing so. The agency or brokerage will not only reduce the likelihood

of an E&O claim or lawsuit but provide customers with better service while growing the amount of insurance sold. We encourage every agency or brokerage, no matter its size, to develop and implement a strong E&O loss control program, ensuring it is regularly followed by all employees on a consistent basis.

Keidel, Weldon & Cunningham, LLP concentrates its practice in the defense of insurance agents and brokerâ€™s errors and omissions claims and litigation, errors and omissions loss control counsel and education, insurance coverage analysis and litigation and insurance regulatory matters. Please direct any comments or questions to James C. Keidel, Esq. by mail to the main office of Keidel, Weldon & Cunningham, LLP, at 925 Westchester Avenue, Suite 400, White Plains, NY 10604, telephone at (914) 948-7000 or e-mail at jkeidel@kwcllp.com. The law firm also maintains offices in Syracuse, New York; New York City, New York; Wilton, Connecticut; Fair Lawn, New Jersey; Warwick, Rhode Island, Philadelphia, Pennsylvania, Williston, Vermont and Naples, Florida.

Everything you insure is on your shoulders

Who do you trust to have your back? VIAS offers the most prestigious Errors & Omissions carrier(s) in the country: Westport Insurance Company & Utica National Insurance Group

For a quote or for more information contact Helen Collins at hcollins@viaa.org or 1-844-609-1481

www.iiaba.net/eohappens

VIAS is a subsidiary of Vermont Insurance Agents Association viaa.org

Company News Union Mutual earns fourth consecutive Best Places to Work honor MONTPELIER – Union Mutual is proud to announce it was recently named one of the 2017 Best Places to Work in Vermont. This is the fourth consecutive year that the Company has received this award. The 11th annual list of the Best Places to Work in Vermont was created by Vermont Business Magazine,

the Vermont Chamber of Commerce, the Vermont Department of Economic Development, the Vermont Department of Labor, the Society for Human Resource Management (SHRM) – Vermont State Council and Best Companies Group. “Union Mutual does an excellent job promoting and rewarding, call it, self-motivation, passion, or drive,” an employee commented in the anonymous survey. “It’s that personal drive that seems to be the secret sauce for satisfaction and productivity. That drive comes from understanding the vision of the company, seeing your role as an integral part of the achievement of that vision, and having that idea affirmed and rewarded by the management team through the generous treatment of their staff.” This statewide survey and awards program is designed to identify, recognize and honor the best places of employment in Vermont, benefiting the state’s economy, its workforce and businesses. The 2017 Best Places to Work in Vermont list is made up of 45 companies.

• • • •

ment entity; Be a publicly or privately held business; Have a facility in the state of Vermont; Have at least 15 employees working in the state of Vermont; and Be in business a minimum of 1 year.

Companies from across the state entered the twopart survey process to determine the Best Places to Work in Vermont. The first part consisted of evaluating each nominated company’s workplace policies, practices, philosophy, systems and demographics. This part of the process was worth approximately 25% of the total evaluation. The second part consisted of an employee survey to measure the employee experience. This part of the process was worth approximately 75% of the total evaluation. The combined scores determined the top companies and the final rankings. Best Companies Group managed the overall registration and survey process in Vermont and also analyzed the data and used their expertise to determine the final rankings. Union Mutual, founded in 1874, is a property casualty insurance group consisting of Union Mutual Fire Insurance and New England Guaranty Insurance Company Inc., both based in Montpelier, Vermont; Eastern Mutual Insurance Company, based in Greenville, New York; and Community Mutual Insurance Company, based in Troy, New York. The four companies write a total of $175 million in direct premium annually through independent agents throughout New England and New York, and are all rated A-(Excellent) by A.M. Best. For more information on the Best Places to Work in Vermont program, visit www. BestPlacesToWorkInVT.com.

To be considered for participation, companies had to fulfill the following eligibility requirements: • Be a for-profit, not-for-profit business or govern-

Calendar: viaa.org/Education/Pages Webinars: iiavt.aben.tv/

FREE TURN OFF TEXTING DEMONSTRATIONS The Youth Safety Council of Vermont is now scheduling free Turn Off Texting demonstrations at Vermont high schools for the spring! Please feel welcome to reserve a date at http://www.yscvt.dreamhosters.com/request-a-tot-demo/ or, if you’re already familiar with the program, email Jim Lockridge at info@yscvt.org. The Youth Safety Council of Vermont’s Turn Off Texting demonstration raises awareness about the dangers of distracted driving by putting Vermont students behind the wheel of a golf cart to navigate a course ofcones while texting. The demonstration comes to your school free of charge thanks to a grant from the Governor’s Highway Safety Program and the support of our program sponsors.

For more about the program including photos and a video, visit YSCVT.org.

HELP WANTED

PERSONAL LINES SERVICE Customer Service is the top priority of this position. Efficient servicing will be required in this position in order to maintain excellent customer relations. This position will coordinate the processing of personal lines new and renewal business.

• Maintain control on renewal expirations and binders.

Essential Duties & Responsibilities:

• Manage adding coverages to existing accounts.

• Manage & prepare quotations. • Complete and upload new business applications. • Manage new accounts in Agency Automation System • Respond to company memos or e-mail in timely manner. • Maintain positive relationships and keep direct communication with company underwriters and staff. • Keep informed and up to date on industry and company issues. • Improve/refine sales techniques through continuing education. • Maintain account files in accordance with established procedures. • Complete performance objectives as directed by the Manager. • Perform other specific duties as requested by the Manager. • Some processing on assigned accounts, including: daily mail, ordering of renewal or new coverage’s, invoicing, binders, company and/or client correspondence, suspense and follow-up, computer information input and client and/or policy information update.

• Check policies, endorsements, and other policy documents for accuracy.

• Market, quoting, and placing new and renewal risks. Set up complete policy applications and/or specifications as required for new or renewal business in conjunction with clients’ needs and in conjunction with producer instructions. • Maintain Pipeline weekly with sold business. • Coordinate with accounting department in collecting premiums promptly or taking action in accordance with agency credit program. • Individual will also process any task as needed to relieve the loads of others in the department. Education/Experience/ Licenses/Certifications • High School diploma required; college degree preferred. • Three to five years in company or agency underwriting. • Agency experience preferred • Property/Casualty License required Submit Cover Letter and Resume to: Robin Bilodeau robin.bilodeau@nfp.com

HELP WANTED Hull Insurance Agency Auto-Home-Farm-Business-Life

Hull Insurance Agency in Enosburg Falls is a fast-paced, family-owned agency. We are seeking a licensed individual to join our team. You will be expected to show superior customer service in all aspects of the business, building solid relationships with clients and carriers. Candidates must present a positive attitude and have strong communication and problem solving skills. Competitve compensation and benefits plan offered. Please send resume with compensation requirements and three references to Shawna Lovelette via email shawna@hullinsure. com or mail to Hull Insurance Agency, P.O. Box 467, Enosburg Falls, VT 05450. All inquiries will be strictly confidential.

Personal Lines Insurance Agent The Crowley Agency has been in business since 1947 providing excellent service and products to our many loyal customers. We currently have an open position for a licensed personal lines agent with the opportunity to grow into commercial lines. The ideal candidate would be personable, possess excellent communication skills and really enjoy helping people. This is a full time postion with office hours and basic computer skills are required. We offer competeive salary, commission & benefits based on experience and qualifications. Please send your resume to Gail McKenna at gailm@crowley agency.com For more details regarding our products and the companies that we represent, please visit our website: CrowleyAgency.com

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You are Invited to our INSURANCE INDUSTRY MIXER May 25th, 2017 Join Insurance Professionals from across our region for an evening of networking. Thursday, May 25th, 2017 5:30 pm –8 pm The Essex, Vermont’s Culinary Resort & Spa 70 Essex Way, Essex Junction, VT

Door Prizes, Appetizers, Cash Bar, 50-50 Raffle and Hospitality Suite Hosted by:

Please make checks payable to CVAIP.

RSVP by 5/18/2017

$15 in advance, $20 at the door Name

CVAIP or IAIP Member (Y/N)

Business Name Amount Enclosed Please mail check and registration form to: Robin Faraone, c/o Hickok & Boardman Insurance, PO Box 1064 Burlington, VT 05402-1064

olutions is currently seeking an experienced ersonal Lines Producer to advance his or er career as a Commercial Lines Producer n its South Burlington office. This position responsible for generating new sales for Nancy Danforth has joined the ll Commercial Lines policies and requires TitustoInsurance Agency. he ability work closely with clients, ustomer service representatives, producers, She has worked in the insurance industry for 28 management, and insurance carriers. The years. Nancy began her career as a personal lines orkagent environment professional and very and over theislast 15 years has worked as a commercial Sheshould has managed upportive. Theaccount ideal manager. candidate haveall lines of insurance in theskills, small and xcellent interpersonal {2+}middle yearsmarof ket arenas with industry emphasis on technology, xperience, ability adapt to emerging medical, and real estate andto manufacturing. Nancy is echnology. They will be supported with a member of The Champlain Valley Association of Insurance Professionals, serving in a varietyfor of ommercial lines training and mentoring capacities, having sales served calls, as the President of the rospect/planning, proposals and association in 2000 and 2007. ducation. A property and casualty license is equired. offers highlyCollege competitive NancyNFP graduated froma Trinity with a Bachelor of Science degree in Business Adminompensation and benefits package.

Agency News

istration. Nancy lives with her wife Beth, “Ben”

Dan Rodliff Vice President, NFP P&C PO Box 2243 South Burlington, VT 05407 Or Email: dan.rodliff @nfp.com

and “Fenway” in Milton. They enjoy traveling and spending time with their animals.

Free Legal Consultation for VIAA Members – Up to 30 minutes KEIDEL, WELDON & CUNNINGHAM, LLP Attorneys at Law

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Experienced| Economical | Effective 36

Department of Financial Regulation News Christina Rouleau to lead DFR Insurance Division MONTPELIER – Michael S. Pieciak, commissioner of the Vermont Department of Financial Regulation (DFR), announced March 16, 2017, the appointment of Christina R. Rouleau as deputy commissioner of the Insurance Division. Rouleau joined DFR in 2009 as assistant general counsel and became director of the Market Conduct Section in 2012. In that role, she managed the team that is responsible for investigating and examining insurance companies. In 2015, the Consumer Assistance Section merged with the Market Conduct Section and her supervisory duties were extended to include the staff that handles all consumer inquiries and complaints received by the department. Gov. Phil Scott said he is pleased with Rouleau’s selection. “The work done at the Insurance Division is important to my Administration’s efforts to make Vermont more affordable and to restore faith and trust in government through strong oversight that protects Vermonters,” Scott said. “I’m pleased to have Christina bring her years of experience and leadership to this role, and know she will serve Vermonters well.” Pieciak agreed saying Rouleau’s experience and expertise in the field of insurance is invaluable to the department. “Vermonters have received millions of dollars through enforcement actions as a direct result of her efforts. Chris is invaluable to our team; she shows initiative and seriousness of purpose while balancing many responsibilities,” he said, “I look forward to continuing to rely on her good counsel and willingness to tackle tough issues as she joins the other deputies in helping me to oversee DFR.”

Rouleau said she is grateful for the opportunity to continue serving DFR and eager to begin her new responsibilities. “I believe that my deep understanding of the regulatory process coupled with my familiarity with the Insurance Division will enhance my ability to be an effective leader,” she said, “I’m proud to work with this talented and hard-working staff and I look forward to continuing the department’s commitment to consumer protection.” A graduate of Woodbury College, Rouleau embarked on a four-year Law Office Study Program at the Vermont Attorney General’s Office and was admitted to the Vermont Bar in 2006. She later worked as an assistant attorney general prior to joining DFR. Rouleau replaces Kaj Samsom who was named commissioner of the Vermont Tax Department in January.

roioner

She begins her new job immediately.

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In Memoriam Emmons), Calvin Willard (and wife, Ali) and Seth Willard; her daughter, Ann Marie Mahar, and her husband, Robert, of Fair Haven, and their children Ryan Mahar (and wife Ann Marie), Emily Cannon (and husband, Nick), Elizabeth Kyhill (and husband, Jesse) and Kristin Sivaraman (and husband, Manu); her son, David Calvi, and his wife, Joanne, of Castleton, and their children Maria Lee (and husband, Tim), Benjamin Esser-Calvi (and wife, Sophie) and Gabriel Calvi. Loraine has 18 very special great-grandchildren; as well as several caring nieces and nephews and their families.

FAIR HAVEN - Loraine M. Calvi, 98, of Fair Haven, died peacefully Thursday evening, March 9, 2017, at her residence, following a brief illness. Loraine was born on March 8, 1919, in Fair Haven, the daughter of Thomas and Margaret (Oâ€™Brien) Mahar. Loraine graduated as valedictorian from the Fair Haven High School, class of 1937. She attended the University of Vermont and Bay Path Institute in Brattleboro, VT. Loraine married Ned S. Calvi on July 25, 1943, at Our Lady of Seven Dolors Catholic Church in Fair Haven. Loraineâ€™s survivors include her daughter, Nedra Calvi, of Peacham, VT, and her children Abbey Willard, Molly Willard (and husband, Nattie

She was predeceased by her husband, Ned, on April 19, 2001; her sister, Anna Fish, on July 4, 1997; and her brother, Thomas Mahar, on Jan. 24, 2002. Following college, she worked for many years at three different banks in Fair Haven and Poultney. Loraine and Ned owned and operated the Woods Agency Inc. insurance agency,that Ann Marie and David continue to own and operate today, for 65 years of service to the community. She was a member of Our Lady of Seven Dolors Church and the American Legion Auxiliary. Loraine was very family-oriented and active with her grandchildren, generously sharing her three households in Fair Haven, Lake Bomoseen and Longboat Key, FL, with them. She will be greatly missed. Memorial contributions may be made to the Green Mountain Conservation Edward F. Kehoe Conservation Camp where most of her grandchildren attended. Mail to: Camp Endowment Fund, Vermont Fish & Wildlife Department, 1 National Life Drive, Davis 2, Montpelier, VT 05602-3702.

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