GMA May 2019 by VIAA

GREEN MOUNTAIN AGENT VERMONT INSURANCE AGENTS ASSOCIATION | MAY 2019

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.

Green Mountain Agent is a publication of

CONTENT MAY 2019

04 600 Blair Park Road Suite 100 Williston, VT 05495 Phone: 802-229-5884 Fax: 802-876-7912 www.viaa.org

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

VIAA Officers President Paul Plunkett, CIC Vice President Alan Kinney

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.

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

Secretary/Treasurer Dan Rodliff National Director Ron Bixby

Directors Chip Ams

Letter from the President

06 On the Hill

10 Feature: Agency Operations

14 Feature: Sales & Marketing

18 E & O Corner

21 Insurance Commentary

Michael Barrett

Erin Odell, CIC

Company & Agency News

Staff Executive Director Mary Eversole mary@viaa.org

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89 State Street, P.O. Box 188, Montpelier, VT 05601 | 800.451.5000 | VermontMutual.com 02

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LETTER FROM THE PRESIDENT MAY 2019

I’m not sure if all of the April showers we had brought May flowers but I’m looking forward to finally seeing them.

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One thing I know for sure, members of the VIAA board and the YACS will be joining hundreds of other independent agents in Washington, DC for the Big “I” Legislative Conference. While Vermont has a small Congressional Delegation, it is important that they hear from us on issues— flood insurance, terrorism insurance, crop insurance, health care, cybersecurity —that affect our livelihoods here at home. Inside this edition, you will find a summary of the issues that will be discussed during the conference. This is a perfect time for me to remind our members to donate generously to InsurPac . Why is this important? Did your agency benefit from tax reform? If the answer is yes, you can thank the Big “I” Government Affairs Team. They walked the marble halls on Capitol Hill daily advocating for independent agencies. The strength of InsurPac allowed them to develop and strengthen relationships with legislators who decide issues important to your bottom line. Because of this work agencies principals can now take a deduction of up to 20% of their K-1 pass-through income, at all taxable income levels. We encourage every member of VIAA, whether

Paul E. Plunkett, CIC VIAA President

you are a principal, producer or customer service representative to donate to InsurPac. This ensures the Government Affairs Team can continue its good works on our behalf. It is critical that this work continue to strengthen the independent agency system. Every contribution counts!

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HELP WANTED: Commercial Lines Producer

ON THE HILL: BIG ‘I’ ISSUE SUMMARY Flood Insurance The Big “I” supports a long-term reauthorization of a modernized and transparent National Flood Insurance Program (NFIP) that would increase take-up rates for flood insurance, both in the NFIP and the private market, and calls on Congress to extend the NFIP before it expires on May 31, 2019. It is critical that the program not expire as hurricane season begins. Specifically, the Big “I” supports allowing private flood insurance to satisfy NFIP continuous coverage requirements, which ensures that if a consumer leaves the NFIP for the private market and conditions change such that the consumer must return to the NFIP they can do so without penalty. Finally, agents and insurers play an essential role in the sale and servicing of flood insurance and are a vital part of the consumer experience; and the Big “I” opposes any policies that would harm the WYO Program, make it more complex, or otherwise place limits on the program in a manner that could negatively impact NFIP take-up rates. Terrorism Insurance The Terrorism Risk Insurance Program (TRIP) was first established in 2002 as a result of the 9/11 attacks to assist the insurance market in covering losses resulting from acts of terrorism. It has since been reauthorized in 2005, 2007, and in 2015 after a brief lapse. The most recent reauthorization in 2015 extended the reinsurance program for six years through December 31, 2020. The Big “I” supports the program and urges Congress to reauthorize TRIP on a long-term basis before it expires. Crop Insurance The Big “I” thanks Congress for passing a Farm Bill in 2019 that supports the Federal Crop Insurance Program (FCIP). Crop insurance is critical for the security of America’s economy and food supply and is the only safety net available to all types and sizes of

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farmers in all regions. The FCIP is an example of a successful public-private partnership and independent agents play an important role in the sale and servicing of crop insurance under the FCIP. The Big “I” urges Congress to oppose any proposal that would increase the cost of crop insurance to farmers; reduce the number of farmers eligible for crop insurance and thereby destabilize the FCIP risk pool; or weaken the efficient and effective private sector delivery of crop insurance. Health Care It is imperative that Congress protect the employer-sponsored healthcare system for the more than 180 million Americans who depend on it. As a result, the Big “I” supports full repeal of the “Cadillac tax,” which is scheduled to take effect in 2022 and places a damaging 40% tax on employer-provided health plans that exceed a fixed annual cost. The Big “I” urges Congress to support H.R. 748, by Reps. Joe Courtney (D-CT) and Mike Kelly (R-PA) and S. 684 by Sens. Mike Rounds (R-SD) and Martin Heinrich (D-NM) to repeal the “Cadillac tax.” The Big “I” also opposes any efforts to enact a single payer or Medicare for All system which would have a devastating impact on the employer-sponsored market.

Looking to Take Your Personal We Wanteconomic You! crisis and in response to a specific did not intend for RRGs to be used broadly to South Burlington, VTof risks. Finally, the Big insure multiple types “I” urges Congress to support the appointNFP, a leading insurance broker and ment of a Board of Directors for the National consultant that provides employee benefits, Association of Registered Agents and Broproperty & casualty (P&C), retirement, kers (NARAB). NARAB was authorized byand Congressinsurance in 2015, yet a Board hasmanagement not been individual and wealth appointed by the President. solutions is currently seeking an experienced Personal Lines Producer to advance his or Cybersecurity her career as a Commercial Lines Producer wakeBurlington of numerous data breaches, cyin In itsthe South office. This position becoming increasingly imporis bersecurity responsibleisfor generating new sales for tant to Big “I” members and their clients. If a allnationwide Commercial Linesdata policies and requires uniform breach and/or data thesecurity abilitystandard to workisclosely with created, it isclients, vital it does not result in conflicting or varying producers, standards customer service representatives, for insuranceand businesses at the state andThe management, insurance carriers. federal level or on a state-by-state basis. work environment is professional and very Also, many Big “I” members are small busisupportive. ideal candidate should have nesses andThe as such any nationwide standards or requirements must be scalable, flexibleof excellent interpersonal skills, {2+} years and reasonable for all insurance and experience, and ability to adapt agencies to emerging brokerages no matter their size.. technology. They will be supported with commercial lines mentoring Founded in 1896, thetraining Independentand Insurance Agents & for prospect/planning, sales proposals and Brokers of America (the Big “I”) iscalls, the nation’s oldest and largest national association of independent insurance education. A property and casualty license is required. NFP offers a highly competitive compensation and benefits package.

agents and brokers, representing more than 25,000 agency locations united under the Trusted Choice brand. Trusted Choice independent agents offer consumers all types of insurance—property, casualty, life, health, employee benefit plans and retirement products—from a variety of insurance companies.

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

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Insurance Regulatory Reform Under the McCarran-Ferguson Act, states are the primary regulators of the business of insurance. The Big “I” remains dedicated to a modernized state-based system of insurance regulation and supports significantly restricting or eliminating the Federal Insurance Office (FIO), as it has proven over the years to have questionable value for insurance markets and consumers. The Big “I” also opposes broad preemption of sate consumer protection laws and expanding the types of coverages that Risk Retention Groups (RRGs) can offer. Congress authorized the use of RRGs in the 1980s for the narrow purpose of increasing commercial liability insurance

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Independent Insurance Agents & Brokers of America, Inc.

20 F Street NW, Suite 610 • Washington, DC 20001 202.863.7000 • F:202.863.7015 • InsurPac@IIABA.net

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Contributions or gifts to InsurPac are not deductible as charitable contributions for purposes of federal income tax. Federal law requires us to use our best efforts to collect and report the name, mailing address, occupation and employer for each individual whose contributions aggregate in excess of $200 in a calendar year. Contributions to InsurPAC are used for political purposes. Contributions are voluntary and you may choose whether or how much to give without concern of favor, disadvantage, or reprisal by IIABA, InsurPAC, or your employer. You may not be reimbursed for your contribution. Contributions from corporations and foreign nationals (non-US citizens or those without a green card) are prohibited. The suggested contribution levels shown above are merely suggestions, and you may contribute more or less (up to $5,000 per year) than the suggestions, and InsurPAC will not favor or disadvantage anyone based on how much or whether they give.

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Get to Know AmTrust. Visit d19.amtrustinsurance.com or call 877.215.7577 AmTrust is AmTrust Financial Services, Inc., located at 59 Maiden Lane, New York, NYNY 10038. Coverages areare provided by by its its property and AmTrust is AmTrust Financial Services, Inc., located at 59 Maiden Lane, New York, 10038. Coverages provided property and casualty insurance company affiliates. Consult thethe applicable policy forfor specific terms, conditions, limits and exclusions to coverage. casualty insurance company affiliates. Consult applicable policy specific terms, conditions, limits and exclusions to coverage.

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AGENCY OPERATIONS

TURN THE PAGE: 3 STEPS TOWARD BECOMING A PAPERLESS AGENCY

“It’s a matter of finding a way to scan, email, sign and file documents in a way that makes them easy to get to so you can better serve your clients,” says George Page, Jr., president of Page Insurance in Guilford, Connecticut. “Ultimately, it’s just organizing the workflow around some sort of structure that lends itself to getting the job done for your client.”

By Will Jones

Additionally, if your agency is struggling to decide what type of software to invest in, remember: “Agency management systems are important, but I don’t think a specific one is as important as how you use it,” Page says. “Going paperless is a progression toward getting better at what you’re in business to do.”

Slowly but surely, the insurance industry is waking up to the idea that paper isn’t the only way to do business. In 2016, more than 80% of small and midsize businesses said they want to cut paper out of their business, according to a study by Device Magic. The reasons for dumping paper are clear: It wastes money, slows down processes and diverts time away from generating new business. Moreover, paper builds up over time, and so does the cost of managing it. An organization’s paper consumption grows an average of 22% per year, which doubles the cost of storing and managing it every 3.3 years, according to Device Magic. Most astonishingly, in total, U.S. companies spend over $120 billion each year printing forms. Agencies can implement a host of technologies to make the switch to paperless, such as e-signature, fillable PDFs, agency management systems and downloadable applications. But given the array of options out there, as well as the growing number of InsurTechs entering the increasingly crowded marketplace, the choices may seem overwhelming. If you’re confused about how to ring in the changes, start by taking these three easy steps toward becoming a paperless agency: 1) Change your mindset. Paper is going out of fashion. Even though a portion of your insurance customers may still want to receive paper documents, business expectations are changing—and you must too. “Right now, there’s a mindset problem that’s

3) Create new processes. Digitalizing your files and day-to-day tasks will involve creating new processes. Without the intention to implement a new framework for your agency and staff when handling materials, such as policy documents, applications and client information, you will not easily realize the benefits of going paperless.

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The Next Frontier? While becoming a paperless agency will no doubt revolutionize the way your agency operates, it could also play into an even bigger picture as big data continues to transform the insurance industry.

preventing agencies from embracing or trying to implement paperless ideas in their workspace,” says Steve Anderson, insurance industry thought leader on technology, productivity and innovation, and president of the Anderson Network. “It’s what I call playing a paper mindset in a digital world.”

lead need to be there first.”

Change never seems natural, but it is often necessary to ensure your business doesn’t get left behind. Still, accepting that your business can do things without paper as effectively, if not more effectively, is one step. Instilling the idea throughout your agency is another.

Anderson recommends a technique called “The 5 Whys.” This is the process of asking why five times, with each response forming the basis of the next question. “You really peel away the onion of why you’re doing something,” he explains. Of course, “the proper answer is never, ‘Because we’ve always done it that way.’”

“It starts at the top,” says Patricia Lamb, president of Select Insurance Services Agency Inc. in North Royalton, Ohio, which went paperless five years ago. “When staff sees your commitment—the owners, managers, supervisors and all the way down—that sets the bar. Out of all the people in your business, the people who

2) Ask why. The effect of asking this question is two-fold. First, it leads you to truly understand why paper still exists in your operations. Second, it helps you understand the best process for replacing it.

“We want to branch out to work with partners that our AMS will allow us to use, which is maybe going to require sharing some of our data,” Lamb says. “Then, we could become even more efficient and provide a different level of customer service to our clients.” “For that to happen, we need to have good, solid, clean data to share, because now it’s going to go outside of our walls,” Lamb adds. “That’s where our efforts are right now—making sure our digital data is accurate for others to understand so that we can launch an effort to provide more services.” Will Jones is IA assistant editor.

As Lamb’s agency weened itself off paper, staff improved agency operations by questioning what they were doing. “We were scanning documents and then we were filing everything, as well,” she says. “You just have to take a step back and say: ‘OK, why are we doing two things?’” W W W.V I A A .O R G

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James K. Ruble Graduate Seminars are designed specifically for CIC Designees and feature a variety of topics along with real-life applications in a seminar that is designed to satisfy the CIC annual update requirement. Imperial PFS® is a trade name affiliated with IPFS Corporation® (IPFS®), a premium finance company. Access to products and services described herein may be subject to change and are subject to IPFS’s standard terms and conditions in all respects. Copyright © 2017 IPFS Corporation. All rights reserved.

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SALES & MARKETING

4 WAYS TO SCALE REFERRALS WITHIN A NICHE By Matt Naimoli

2) Reverse-engineer to the influencer. Who are the influencers in the professional life of your ideal client? An influencer is someone your client trusts and relies on consistently.

The source of where you get your prospects has a massive influence on your business. But too many agents are focused on increasing lead generation without evaluating the quality of the opportunity. There are plenty of ways to generate leads digitally, but they will never hold a candle to the word-of-mouth referral. Most agencies, however, don’t have the volume to create enough of a flow to grow at the pace they desire. This is where niche networking comes in. Creating relationships with influencers who can drive high-quality referrals through your door is the least expensive and most powerful marketing strategy a small business can deploy.

ideal client needs so you have an easier time adding value. And understand that your time is valuable. If it takes a ton of time to quote, wait for underwriting and then convert the prospect to a client for a small revenuegenerating sale, it’s probably not in your best interest from an ROI standpoint.

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No matter what your business focus, tenure or resources, here are four simple steps you can take to scale referral networks within a niche: 1) Determine your ideal client. Your ideal client is your bull’s-eye prospect. Everything you do should be to garner more prospects like your ideal client. Choose your ideal client based on the cross section of three considerations: Your expertise and experience, your product offerings and the ROI on the particular client. Don’t pick a category if you’ve never been exposed to it—you should have familiarity and a gut feeling that it’s your bread and butter. Make sure your products match up with what your

For example, if your ideal client is a high net-worth individual, influencers might include family office planners and attorneys. If your ideal client is a commercial landlord, it might be commercial realtors or bankers. If your ideal client is an IT company, an ideal influencer might be a CPA firm that specializes in IT companies. If your ideal client is a moving company, a strong influencer could be the entity who sells or leases their trucks.

ing support, helping with drip strategies or assisting with client appreciation events. The only way you can do this is to find out what matters to them, and the only way to do that is to spend time in their world. Join associations, networking groups and social media groups, and meet them with your interviewer hat on—not your sales hat. 4) Rinse and repeat your proven process. Design a step-by-step process in checklist format for how you plan to scale networking within your niche. This should cover best practices for how to obtain meetings, how to master the in-person meeting, what to do post-meeting, and how to nurture your new relationships once they start referring you. Since you now know all about your influencer community’s pain, processes and opportunities, you should be able to position value that matters. If someone tells you they wish they could meet more of a particular industry professional, figure out how to make that happen for them. If your influencer says they wish they had more time to drip on old clients for new services, come up with a strategy to help them achieve this. If someone wants help financing a specific marketing initiative, evaluate the opportunity, create an agreement and make it happen if you see fit. If people want help with social media, go take a course yourself and then offer the support for free to your influencer community. Value is different to everyone. Your job is to find out what they want, then go produce. Matt Naimoli is co-founder of G&N Insurance and the podcast “BobbleOn,” which releases valuable content weekly to help agents across the country improve their systems, enhance their culture and make better marketing decisions.

3) Become an expert in the influencer community. It’s not enough to just show up and introduce yourself—and it’s even worse if you show up and explain why they should refer their clients to you. To make inroads with influencers, you need to first learn their language, understand their processes, recognize their pain points, and become well acquainted with their opportunities. The only way to scale referral relationships within a niche is to help as many influencers get what they most want as possible. This may mean removing obstacles, providing education and training, offering marketW W W.V I A A .O R G

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O &

ER N R O C

WHAT EXACTLY IS AN E&O CLAIM? by Curtis M. Pearsall, CPCU, AIAF, CPIA President – Pearsall Associates, Inc. and Consultant to the Utica National E&O Program

This may sound like a basic question, but don’t think for a second that everyone in your agency knows exactly what an E&O claim is. In many instances, some of the agency’s less experienced staff may not have had the benefit of someone educating them on this important issue. Face it, there is a good chance that virtually everyone in the agency has made a mistake in their insurance career. The mistakes can vary from not providing the coverage your client requested to providing your client with totally incorrect information on how a certain coverage would respond, in the event of a claim. While perfection may be your goal, with the pace that agency staff must perform, reaching that goal is probably easier said than done. So, should every “mistake” be considered an E&O claim? No. There is a common analogy that for a mistake to develop into an E&O claim, the “planets need to align.” Therefore, when the client asks for collision on their vehicle, and you discover that you only provided comprehensive, that by itself would not be an E&O claim. You simply would have the policy endorsed to include collision coverage. But when the client suffers a loss because of the error you committed, these are the situations that have the potential to become an E&O claim. The bottom line is your mistake caused the client to suffer an uninsured loss. There is also the possibility that the client suffers an uninsured (or not fully insured) loss, yet the agency technically did not make a mistake. For example, the client puts an addition on their house that would increase the value of the home, but they fail to advise you, as their agent, of this exposure change. The home sustains a loss, but the settlement is less than what the client believes is correct. The client could bring a suit against the agency alleging an error. So, as is commonly known in the insurance world, “you don’t have to do anything wrong to be sued.” Every E&O policy defines what a claim is. Typically, it is defined as, “a written demand or written notice, including service of a sub18

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poena, suit or demand for arbitration, received by one or more insureds which alleges a wrongful act or asks for money or services.” A very significant issue here is that since “you don’t have to do anything wrong to get sued,” the agency must be diligent in not admitting any degree of liability. Even if the agency technically did make a mistake, it is still critical that the agency not make an admission of guilt. If the agency were to do so, there are potentially some very serious implications. E&O policies typically include language in the conditions section of the policy that state, “no insured will, except at that insured’s own cost, voluntarily make a payment, assume any obligation or incur any expense without our (the E&O carrier) consent.” This section dealing with the admission of liability has the potential to result in the E&O carrier denying the claim and consequently leaving your agency fully responsible for the legal costs and damages. This is not an issue you want to face. It is highly suggested that agency management mention and continuously reinforce the importance of not admitting liability. Basically, this is because E&O policies are based on the premise of “legal liability.” In other words, just because the agency made a mistake and the client suffers a loss does not automatically make the agency legally liable. There are a host of defenses that the agency could raise that could minimize or even eliminate any agency liability. In addition, clients have a standard of care they are expected to honor. One of the more prevalent ones involves the client’s duty to read their policy. If the client would have seen they didn’t have any collision but did not contact the agency, this could change the direction of a potential E&O claim. Educating the staff on “what exactly is an E&O claim” would be a positive step in the right direction. The material contained in this article is for informational purposes only and is not for purposes of providing legal advice.You should contact your attorney to obtain advice with respect to any particular issue or problem.

Helen Collins hcollins@viaa.org

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THE MEETING SPACE YOU’VE BEEN LOOKING FOR

BE CAREFUL WHAT YOU DON’T ASK FOR

William C. Wilson, Jr., CPCU, ARM, AIM, AAM 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.

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In February, I presented two seminars in Michigan entitled “When Words Collide: Resolving Insurance Coverage and Claims Disputes” and “Finding & Fixing Coverage Gaps.” Within two days of returning home, I was contacted by an attorney looking for an expert witness in a case that was exactly on point with one of the main premises of these seminars, that the best way to fix a coverage gap or resolve a claim dispute was to prevent the gap from occurring. A property management company was being sued for carbon monoxide poisoning from a faulty heating unit. The claim was denied because the company’s CGL policy included the CG 21 49 – Total Pollution Exclusion Endorsement, which also governed coverage (or lack thereof) on the umbrella policy. So, of course, the next suit being considered was against the agent, the reason being that the carrier under the prior agent had attached the less onerous CG 21 65 – Total Pollution Exclusion With A Building Heating, Cooling And Dehumidifying Equipment Exception And A Hostile Fire Exception endorsement. The question to me was whether there was a viable E&O claim against the current agent for “allowing” the total pollution exclusion endorsement (CG 21 49) to be attached. I’ll return to this issue momentarily. In the aforementioned seminars, I contend that the three primary sources of coverage gaps that lead to claim disputes are:

Failure to identify and/or quantify exposures

Failure to insure or risk manage known exposures

Failure to quality control policy deliverables and risk information

Even if steps 1 and 2 above are properly carried out, the agent’s job is not over until the policy deliverables have been quality controlled. The agent will, of course, make sure that requested policy forms are included or, if not, forms of equal or better relevance have been provided. But the agent must also be vigilant by reviewing forms that were not requested. It is not uncommon for carriers to add numerous exclusionary or limiting endorsements to policies. Some of the endorsements may be mandated by the Commercial Lines Manual or other underwriting guides. For example, any ISO CG 21 xx endorsement that shows up on a CGL policy will not be good for the insured. The agent may then see if the carrier will remove the endorsement or substitute a less restrictive form. This is sometime accomplished simply by asking and may involve no or minimal additional premium. So, the question to the expert witness is, does the current agent have potential liability for failure to have, if possible, the CG 21 49 endorsement removed or at least replaced by the CG 21 65 endorsement that was on the prior policy? Such legal liability rests on whether the current agent had an obligation to proactively do anything and that depends on the standard of care for that jurisdiction, the facts of the case, and how a “reasonable” agent would have handled the matter. Whether or not the insured asked for “the same or better coverage” than he had previously might also be material. Good agents do the right things, though legally that doesn’t necessarily mean that the failure to do so is legally actionable against agents whose agency motto is “We’re No Worse Than Anybody Else!” We’re all familiar with the adage, “Be careful what you ask for.” The learning point here for agents is, “Be careful what you DON’T ask for.”

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

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

COMPANY & AGENCY NEWS

Agency News: Hickok & Boardman Insurance Group

May 30th, 2019 7th ANNUAL INSURANCE INDUSTRY MIXER Join Vermont Insurance Professionals from across the Champlain Valley for an evening of networking with fellow professionals from within the industry. Thursday May 30th, 2019 5:00 pm – 8 pm

At Courtyard Burlington Harbor 25 Cherry Street, Burlington, VT 05401

Registration is $15 per person in advance/$20 per person at the door

Music, Door Prizes, Appetizers and Cash Bar Hosted by:

Hickok & Boardman Insurance Group Board of Directors has voted in Jeff LaBonte as Vice President. “Jeff has demonstrated outstanding leadership throughout his years here at H&B. We are pleased to have Jeff representing the Agency in this capacity,” said Scott Boardman, President. Jeff LaBonte has been with H&B for 12 years advising clients on their commercial insurance needs. In 2015 Jeff became a partner of Hickok & Boardman Insurance Group. Jeff serves on the Alumni Board of Directors for St. Michael’s College and as a Corporator for Northfield Savings Bank. Hickok & Boardman also announced Tim O’Neill became a stockholder of the corporation. “Tim has grown our Lyndonville office significantly since he started back in July of 2011 and is a strong leader and trusted advisor for our clients in the eastern part of the State and western New Hampshire,” said Boardman. Tim O’Neill has been with H&B for eight years advising clients on their commercial insurance needs. He currently serves on the Rural Edge Board of Directors and is past President and current member of the Board of Directors of Lyndonville Rotary. Founded in 1821, Hickok &Boardman Insurance Group has served Vermont and the surrounding states in both business and personal insurance.

Michael P. Nolin, Jr. has been appointed SVP & COO of Concord Group Insurance Companies Concord, NH – The Concord Group Insurance Companies announces that Michael P. Nolin, Jr. has been appointed Senior Vice President & Chief Operating Officer of the Concord, NH based company. Most recently, Mr. Nolin served as Vice President & Chief Underwriting Officer. In addition to oversight of key business functions and corporate steering activities, Mr. Nolin will serve on the Board and Executive Committee. Mr. Nolin is a 35-year veteran of The Concord Group and brings deep knowledge of the Company and regional marketplace, and broad leadership experience to his new position. Mr. Nolin is a native of central New Hampshire and graduated from Plymouth State University in Plymouth, NH with his Bachelor of Science degree before joining The Concord Group.

Our official invite will be going out in Mid-April, but if you want to register in advance, you can send your name(s) and check made payable to CVAIP to: Lindsey Farrar, c/o Hickok & Boardman Insurance, PO Box 1064, Burlington, VT 05402-1064

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Mr. Nolin added, “It has been a privilege to be a member of The Concord Group and a part of its long and distinguished history. Concord is a premiere regional insurer, represented exclusively by Independent Agents and is an affiliate of Auto-Owners Insurance, the number one Independent Agent Property & Casualty writer in the United States. I am excited to be a part of Concord’s future and I look forward to working with our exceptional leadership team as we expand our New England presence and move our organization toward continued and growing success.” W W W.V I A A .O R G

Recruit. Assess. Train. Retain. Acuity Named a Best Employer by Forbes Acuity is named to Forbes America’s Best Mid-Size Employers list. “We are honored to be recognized among Forbes America’s Best Mid-Sized Employers and take pride in the great workplace we have built together,” said Ben Salzmann, Acuity President and CEO. “Being a great workplace benefits everyone who depends on Acuity—our employees and their families, independent agents, and the many individuals, families, businesses, and workers who count on us to protect what matters most to them.” “We are committed to being a great employer,” said Joan Ravanelli Miller, Acuity General Counsel and Vice President - Human Resources. “Being a workplace people want to be a part of is the foundation of Acuity’s high job satisfaction, low turnover, and industry-leading results.”

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In developing its list, Forbes asked more than 50,000 people working for U.S. companies employing at least 1,000 people to rate their willingness to recommend those companies. Employees who took part in the survey were not contacted through their employers but, rather, did so through online panels that provided a representative sample of the U.S. workforce. Acuity was also named to Forbes America’s Best Mid-Size Employers list in 2018, as well as to Forbes’ Best Employers for Women and Best Employers for Diversity. In 2018, Acuity also earned a Silver Stevie® Award for Great Employers. Acuity Insurance, headquartered in Sheboygan, Wisconsin, insures over 100,000 businesses, including 300,000 commercial vehicles, and nearly a half million homes and private passenger autos across 27 states. Rated A+ by A.M. Best and S&P, Acuity employs over 1,300 people.

Does the thought of hiring a new employee leave you overwhelmed? Are you seeing turnover, or posting a job, but just aren’t finding the “right” person?

David Symock Joins Vermont Mutual as a Senior Marketing Representative

You’re not alone. MONTPELIER, Vermont (March 25, 2019)—David J. Symock, MBA, has joined Vermont Mutual Insurance Group® as a Senior Marketing Representative. Symock brings over thirty years of claims, underwriting, and sales & marketing experience to his new role at Vermont Mutual. Concurrent with his insurance experience, Symock also rose to the rank of Captain with the United States Army Reserves.

According to the Agency Universe Study 44% of independent insurance agency owners say finding qualified new recruits is their top challenge.

Vermont Mutual’s Vice President of Marketing, Shaun P.T. Farley, remarked “Dave joins us with over thirty years of experience with different major carriers and a great skill set developed over that successful career.” Farley continued “He is a consummate professional and I have every confidence that Dave will have an immediate and positive impact on the relationships we enjoy with our Agency Partners.”=

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Mark McDonnell, Executive Vice President and COO, added “Partnership remains integral to how Vermont Mutual does business and Dave brings the positive energy and experience necessary for this critical role focused on supporting our Agency Partners. We are grateful to have him on our team at Vermont Mutual.”

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Mr. Symock will serve Vermont Mutual’s Connecticut and Rhode Island territories and will be based in MA.

Empowering Trusted Choice® Independent Insurance Agents.

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Vermont Mutual Insurance Group Holds Its 192nd Annual Meeting

Cyber risk, solved.™ MONTPELIER, Vermont (April 18, 2019)—Vermont Mutual Insurance Group®, a leading Property and Casualty insurance company, recently held its 192nd Annual Meeting at its home office in Montpelier, VT. Reviewing the results for 2018, President, CEO and Board Chairman, Dan Bridge, stated that “We could not be more pleased with our results for 2018. The Company continued to responsibly grow our book of business and strengthen our financial position through continued underwriting profits, which contributed to another year of excellent policyholder surplus growth.”

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Bridge added “Over the course of 2018, policyholder surplus increased by 6.1% to more than $493 million. The Company also enjoyed an 89% policyholder retention rate with written premium growth of 6.4% to $495 million. For the tenth consecutive year Vermont Mutual was named a Top 50 Insurer in the U.S. by Ward Group and we were once again named a Best Place to Work in Vermont.”

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Executive Vice President and COO, Mark McDonnell, remarked “We are pleased that Vermont Mutual again achieved very positive financial results for 2018 and our commitment to continuous improvement resulted in great strides in the areas of operations, technology and innovation. Our valued Independent Agency Partners also continued to favor us with exceptional business and A.M. Best once again reaffirmed our financial strength rating of A+ Superior. McDonnell added “We are equally pleased that through Vermont Mutual’s Charitable Giving Fund, we were able to provide more than $350,000 to worthy organizations across our marketing territories.” The Annual Meeting also marked the addition of two new Board members: Mary Powell, President and CEO of Green Mountain Power and Mark McDonnell, Executive Vice President and COO of Vermont Mutual Insurance Group. Upon welcoming McDonnell and Powell to the Board, Dan Bridge stated “I am honored to have Mark and Mary join Vermont Mutual’s Board of Directors. We are fortunate to have their many years of business expertise and wisdom to help us guide the company for years to come.”

Officers elected at this year’s meeting are as follows: Daniel C. Bridge, Chairman, President and Chief Executive Officer Mark J. McDonnell, Executive Vice President and Chief Operating Officer Richard N. Bland, Vice President, General Counsel and Secretary Brian C. Eagan, Vice President, Chief Financial Officer and Treasurer Susan L. Chicoine, Vice President Human Resources David N. DeLuca, Vice President Claims

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Coalition, Inc. · 590 Pacific Ave., San Francisco, CA 94133 · join@thecoalition.com · (833) 866-1337 Insurance products underwritten by Coalition Insurance Solutions, Inc. (CA License # 0L76155) Copyright © 2017. All rights reserved. Coalition and the Coalition logo are trademarks of Coalition, Inc. or its affiliates.

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Union Mutual Earns Sixth Consecutive Best Places to Work Honor

Leasing: A Seamless Customer Experience

MONTPELIER – Union Mutual is proud to announce it was recently named one of the 2019 Best Places to Work in Vermont. This is the sixth consecutive year that the Company has received this award. The 13th 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) provides overall respect for employees demonstrated by the caring, supportive working environment, compensation and benefits,” a Union Mutual employee commented in the anonymous survey. “Union management communicates openly and honestly sharing success and challenges with the entire team. The company continues to evolve to meet the ever changing marketplace which will provide challenging but highly satisfying jobs today and in the future.” 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 2019 Best Places to Work in Vermont list is made up of 50 companies. To be considered for participation, companies had to fulfill the following eligibility requirements: - Be a for-profit, not-for-profit business or government 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 two-part 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. For more information on the Best Places to Work in Vermont program, visit www.BestPlacesToWorkInVT. com. 32

But don’t take it from us. Listen to your peers. Agents Express Leasing is an effective solution to manage your clients needs with today’s best equipment technology. Jay Byrnes of Byrnes Agency experienced how easy our leasing solution is for his agency: “As a longtime member of the “Big I”, I always knew of InsurBanc and their commitment to the independent insurance agent. Recently we wanted to update the agency with a new computer network and desktops, so I turned to InsurBanc for leasing options.

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From start to finish I experienced firsthand how seamless it was to conduct business with them. We have a 35 person agency so to update everyone’s computers was a decent size upgrade. InsurBanc made the process very easy and offered attractive terms and competitive rates which helped to manage the agency’s cash flow”. – Jay Byrnes ~ Byrnes Agency How it works: • Lease terms are 24, 36, 48 or 60 months with a minimum transaction of $5,000 • You are looking for 100% equipment financing, including certain soft costs such as software, shipping, installation and maintenance* • No down payments or advance payments are required • Monthly payments can be customized to meet your special business needs • You are looking for potential tax benefits associated with equipment financing**

We invite you to see for yourself. Contact us today for help preserving your cash flow with an equipment lease solution. These materials are for informational purposes only. The availability of any financing described herein is subject to approval of applicant’s credit, the equipment supplier and the equipment. *Soft costs are limited to 20% of the total amount financed. **Nothing herein constitutes tax advice and customers are advised to consult with their own tax advisors prior to electing specific rates or options. Agents’ Express leasing is a program of De Lage Landen Financial Services, Inc., a third party not affiliated with InsurBanc, a Division of Connecticut Community Bank, N.A.

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Union Mutual Receives Gold-Level Worksite Wellness Accolade

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Live and On-Demand Education The Big “I” Virtual University oﬀers a wide range of live and on-demand education taught by leading insurance industry experts from across the country developed speciﬁcally for independent agents. All VU webinars include access to the live event and a link to the post-event on-demand recording, and our 90-minute deep dive sessions also include a transcript, a valuable and value-added reference tool.

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MONTPELIER – Union Mutual is proud to announce it was recently honored by The Vermont Department of Health and the Governor’s Council on Physical Fitness and Sports with a 2019 Governor’s Excellence in Worksite Wellness Award – GOLD Level. “Our Wellness Team is a very active employee-led group that is committed to overall health and wellness through a variety of opportunities that reinforce our motto, ‘Live Life Well,’” Human Resources Generalist Kim Whitcomb said. “It is an honor to receive this award and highlight the hard work and dedication of all of the employees here at Union Mutual.” According to the Vermont Department of Health, the annual Worksite Wellness Awards create a standard of excellence for worksite wellness initiatives and recognize Vermont employers’ efforts to enhance productivity, bolster a healthy environment and improve employee wellbeing. “This award is a fabulous recognition of the efforts of our Wellness Team and the enthusiastic participation among the employees,” Union Mutual President & CEO Michael Nobles said. “These initiatives truly make Union Mutual a wonderful place to work.” The awards were presented by Vermont Governor Philip B. Scott and Vermont Department of Health Commissioner Mark Levine, MD at the annual Worksite Wellness conference on March 21st.

The learning curve for a new insurance professional is steep, but the Big “I” Virtual University is with you every step of the way. Our experts have developed on-demand, online education to help agents with one or two years of experience get ahead. *Presented through Agents & Brokers Education Network (ABEN) platform with a variety of attendance options to work for any schedule. (May vary by state)

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Vermont Mutual Insurance Group Adds Two New Board Members MONTPELIER, Vermont (April 22, 2019)—Vermont Mutual Insurance Group®, long recognized as a top 50 Property and Casualty insurer in the U.S., has recently elected two new board members, Mark J. McDonnell, Executive Vice President and COO of Vermont Mutual Insurance Group and Mary Powell, President and CEO of Green Mountain Power, to the Group’s Board of Directors. With more than 30 years of industry experience with both regional and national carriers, Mark McDonnell brings a commitment to the industry that has earned him designations that include CPCU, CIC, AIT, AAM and AIM. McDonnell joined Vermont Mutual in April 2014 and currently serves as Executive Vice President and Chief Operating Officer for the Group and is responsible for Claims, Marketing, Underwriting, Product & Pricing, Compliance and Communications. In addition, McDonnell also serves on several industry councils and boards. As President and CEO for Green Mountain Power since 2008, Mary Powell is nationally recognized as an energy visionary, having positioned GMP as a leading energy transformation company. She initiated and implemented a strategic and comprehensive restructuring of the company that dramatically transformed GMP, and has been the backbone of a cultural transformation and service quality improvements within the Company. In 2014, Powell was recognized by PowerGen as the Woman of the Year; in 2015 The Burlington Free Press named her Vermonter of the Year, and in 2016 Fast Company named Mary one of the 100 most creative people in business. In 2017 and 2018, Mary was named one of the top 25 Most Influential Women of the Mid-Market by CEO Connection and Conscious Capitalism Media named Mary Powell to its 2018 list of 30 World-Changing Women in Conscious Business. In 2019 and for the third consecutive year, Fast Company named Green Mountain Power one of the World’s Most Innovative Companies, joining recipients such as Apple, Stitch Fix and Peloton for this honor. Upon welcoming them to the Board, Vermont Mutual’s President and CEO, Dan Bridge, stated “At a time of significant achievements and growth for the Company, we consider ourselves very fortunate to welcome such professionals as Mark McDonnell and Mary Powell to our Board of Directors. We are grateful for their addition to the Board and to be the beneficiaries of their insight and business acumen.”

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Citing McDonnell’s numerous contributions to the company, Bridge remarked, “Mark’s tenure here at Vermont Mutual is reflected in the many advancements the company has achieved over the past five years.” Bridge continued “Mark has been instrumental in the company’s leadership transition and modernization initiatives as Vermont Mutual continues to be an industry leader and a stable, predictable, competent partner for policyholders, agency partners and employees.”

What we need:

Reflecting on Ms. Powell’s accomplishments and expertise, Bridge commented “Throughout her career, and most recently as President and CEO of Green Mountain Power, Mary has been an influential presence in Vermont’s business community and beyond.” Bridge added “In addition to the countless accolades and achievements Mary has received throughout her career, she brings an unparalleled business sense and expertise that will be deeply appreciated by our Company and Board.”

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NOW HIRING: Insurance Customer Service Representative Job Location: Bethel, VT 05032, Job Category: Customer Service Representative Washburn & Wilson Agency, located in Bethel VT, has been specializing in Auto, Home, Commercial and various other insurance products since 2006. We care about our clients and we work incredibly hard to ensure that our clients are satisfied with our work. Job Description ***This position has great growth potential! With career advancement and personal growth, this could be you!*** We are currently looking for a Customer Service Representative to work in our upbeat, growing insurance office in Bethel. Our ideal candidate is friendly, motivated, confident, independent, and extremely detailoriented. Maintaining client happiness and expectations is the backbone of this job. This role will be overseeing existing accounts, which includes answering service calls when needed, as well as creating quotes for potential new clients. The ideal candidate should be comfortable with cross-selling and upselling when necessary. Apply today for this amazing growth opportunity! Salary Range: $15.00 - $23.00 per hour

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Responsibilities:

Requirements:

- Health insurance - Flexibility - Growth/ career advancement

- Servicing existing clients accounts. - Answering incoming phone calls when necessary. - Answering phone calls to quote potential clients. - Cross-selling/ up selling when the opportunity arises.

- Must currently possess your Property & Casualty License. - Previous customer service experience. - Personal lines insurance experience.

NOW HIRING: Commerical Lines Insurance Agent Due to continued growth, we have an immediate need for a licensed & experienced Commercial Lines Insurance Agent. Candidate must have active Property & Casual License and a minimum of 2 years experience. The ideal candidate must be organized & have strong organizational & communications skills along with a positive attitude. You must be a team player and be comfortable working with others in a busy office environment. Job responsiblities include all aspects of insurance operations including policy servicing, quoting, claim assistance, and provide exemplary customer service. Must be able to work independently as well as multitaks. Must be able to identify customer needs and market appropriate products and services. We offer a competitive compensation and benefits package. If interested, please email your resume and references to annette@royercamp.com or mail to Royer Camp & Associated Insurance Inc., 573 E Main Street, Newport, Vermont 05855.

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