October 2019 Insight

OCTOBER 2019

INSIGHT BILL WIRTH 2019-2020 IIA OF IL PRESIDENT Introducing New IIA of IL Board of Directors

WE’RE ON THE MOVE FOR YOUR AGENCY

MIDDLE MARKET

PERSONAL LINES

SPECIALTY

COMMERCIAL LINES

AGENT-CENTRIC FOCUS

Breadth of capabilities

Depth of expertise

Coordinated approach

We’ve built a broad portfolio of specialized personal and business coverage products, and continue to invest in new capabilities and innovative solutions.

We’ve assembled teams of expert underwriters, risk managers and claims professionals with decades of expertise that are solely dedicated to each of our product lines.

We are uniquely positioned to work across the personal and commercial lines enterprises to deliver tailored account solutions in an integrated manner.

Delivering exceptional insurance solutions in a dynamic world

hanover.com 701-10007 (8/18)

October 2019

Editor & Graphic Design - Rachel Romines

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Advertising - Tami Hubbell

CONTENTS 12

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26

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19 Nudges to Move Your Career in the Right Direction

15 19 23 26 34

The Foundation for Top Sales Achievement

By John Graham

By John Chapin

Six Components of Self-Management

By Caliper

Cyber... What? Part IV

By Brian McSherry

Bill Wirth - 2019-2020 IIA of IL President 2019-2020 IIA of IL Board of Directors

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In This Issue

The Independent Insurance Agents of Illinois (IIA of IL) has been providing members with a sustainable competitive advantage since 1899.

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Message from the CEO Industry

e-Insight Associate News

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IIA of IL News People in the News Industry News Classifieds

info@iiaofil.org | www.iiaofil.org | (800) 628-6436 or (217) 793-6660 | Fax: (217) 793-6744

2009 • 2010 • 2011 • 2012 • 2013 2014 • 2015 • 2016 • 2017 • 2019

Insight is the official publication of the Independent Insurance Agents of Illinois (IIA of IL). The magazine is published monthly for the members of the IIA of IL, with the office located at 4360 Wabash Avenue, Springfield, Illinois 62711-7009; Consumer Website: www.ChooseIndependent.com. The IIA of IL welcomes letters discussing concerns of the insurance industry, articles, editorials, other matters of interest to the membership. The editor reserves the right to edit and select submissions for publication. Address submissions for review to Rachel Romines at rromines@iiaofil.org. For advertising information, contact Tami Hubbell at thubbell@iiaofil.org.

ADVERTISERS

Board of Directors Executive Committee

Chairman of the Board | Patrick Muldowney (312) 595-7192 | patrick.muldowney@alliant.com President | Bill Wirth (618) 939-6368 | billw@wirthagency.com President-Elect | George Daly (708) 845-3311 | george.daly@thehortongroup.com Vice President | Jay Peterson, AFIS, LUTCF (217) 935-6605 | jay@peterson.insurance Secretary/Treasurer | Bennie Jones (312) 960-6206 | bjones@rmsoa.com IIABA National Director Gregory A. Sandrock, CIC, AFIS (815) 438-3923 | gregsandrock@2cornerstone.com

Regional Directors Region 1 | Lisa Lukens (618) 942-2556 | salibainsurance@gmail.com Region 2 | Joseph Heneghan (618) 639-2244 | joe.heneghan@hwcrins.com Region 3 | Christopher Leming (217) 321-3185 | cleming@troxellins.com Region 4 | Bart Hartauer, CIC (815) 223-1795 | hartauer@hartauer.com Region 5 | Nick Gunn, CIC (309) 691-1300 | nickgunn@nixonagency.com Region 6 | Thomas Evans, Jr. (779) 220-6564 | tevans@crumhalsted.com Region 7 | Neidra Crosby, CPIA, CISR (708) 597-8731 | ncrosby@insxchg.com Region 8 | Regional Director Position Open Region 9 | Ed Boltz, JD (630) 443-7300 | eboltz@crumhalsted.com Region 10 | Christopher Bassler, CLCS (847) 480-0800 | cbassler@basslerins.com At-Large Director | William Durkin (312) 629-0725 | durkinb@danielandhenry.com At-Large Director | Michael-Charles Hilson (708) 333-3378 | mhilson@gbgins.com At-Large Director | Ryan Hite (309) 688-7316 | ryan.hite@eaglerockins.com At-Large Director | Patrick Taphorn, CIC, CSRM (309) 347-2177 | ptaphorn@unland.com

Committee Chairs Budget & Finance | Bennie Jones (312) 960-6200 | bjones@rmsoa.com Education | Teresa Fleming, CIC, CISR (815) 849-5219 | tess@leffelmanassoc.com Farm Agents Council | Randy Jacobs (309) 365-3231 | rjacobs@mtco.com Government Relations | Kevin Lesch (630) 830-3232 | klesch@arachasgroup.com IIAPAC | Dustin Peterson (217) 935-6605 | dustin@peterson.insurance Planning & Coordination | Cindy K. Jackman, CIC, CISR (800) 878-9891 x8745 | cjackman@arlingtonroe.com Young Agents | Allyson Padilla (618) 393-2195 | allyson@blanksinsurance.com

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AAA INSURANCE APPLIED UNDERWRITERS ARLINGTON/ROE AUTO-OWNERS INSURANCE CO. BERKSHIRE HATHAWAY GUARD INS. GROUP DONALD GADDIS COMPANY, INC. EBRM ENVISION HEALTHCARE FORRESTON MUTUAL INSURANCE COMPANY GRINNELL MUTUAL IMT INSURANCE IPMG KEMPER KEYSTONE INSURANCE GROUP, INC. NATGEN PREMIER OPENLY PEKIN INSURANCE PREVISOR INSURANCE PROGRESSIVE SELECTIVE INSURANCE COMPANY OF AMERICA SOCIETY INSURANCE THE HANOVER INSURANCE GROUP, INC. TRANSCOM GENERAL AGENCY TRAVELERS W.A. SCHICKEDANZ/INTERSTATE RISK PLACEMENT WEST BEND MUTUAL INSURANCE CO.

IIA of Illinois Staff CRM Manager, CONVO Coordinator Shannon Churchill - (217) 321-3004 - schurchill@iiaofil.org

Vice President, Agents Insurance Services Brian McSherry, CIC - (217) 321-3018 - bmcsherry@iiaofil.org

Director of Education and Agency Resources Brett Gerger - (217) 321-3006 - bgerger@iiaofil.org

Office Administrator Kristi Osmond - (217) 321-3007 - kosmond@iiaofil.org

Accounting & Admin Services, Tradeshow Admin Tami Hubbell - (217) 321-3016 - thubbell@iiaofil.org

Director of Communications Rachel Romines - (217) 321-3024 - rromines@iiaofil.org

Director of Human Resources/Board Admin Jennifer Jacobs - (217) 321-3013 - jjacobs@iiaofil.org

Director of Membership Services Tom Ross, CRIS, CPIA - (217) 321-3003 - tross@iiaofil.og

Sr. Vice President/Chief Financial Officer Mark Kuchar - (217) 321-3015 - mkuchar@iiaofil.org

Digital Communications Coordinator Karissa Sweatman - (217) 321-3023 - ksweatman@iiaofil.org

Chief Executive Officer Phil Lackman - (217) 321-3005 - plackman@iiaofil.org

Products & Services Administrator Janet White, CISR - (217) 321-3010 - jwhite.indep12@insuremail.net

Central/Southern Marketing Representative Lori Mahorney - (217) 415-7550 - lmahorney@iiaofil.org

Sr. Products & Services Administrator Carol Wilson, CPIA - (217) 321-3011 - cwilson.indep12@insuremail.net

Government Relations Manager Evan Manning - (217) 321-3002 - emanning@iiaofil.org

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AUTO

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HOME

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BUSINESS

AGENTS OF

CULTIVATING A STRONG FUTURE, TOGETHER For independent agent Mark Gannon, insurance isn’t just a day job—it’s the family business. Creating great relationships with his carriers is the secret to his success.

He says with Progressive, “the mixture of someone working with us—face to face, training our staff, presenting new technology and showing us how to use it—that’s been a winning combination.”

A future built on strong partnerships.

We couldn’t agree more.

AgentsofProgressive.com

MARK GANNON, GANNON ASSOCIATES | ATHENS, PA

Vehicle insurance is provided by Progressive Casualty Ins. Co. & affiliates. Home and renters policies are provided and serviced by affiliated and third-party insurers who are solely responsible for claims.

Prices, coverages, and privacy policies vary among these insurers.

Proud to be a sponsor of the IIA of Illinois.

INSIGHT | message from the CEO

What a year it has been...

CONVO marks the conclusion of another association year and I am pleased to report to you that your association continues to innovate and offer new services and opportunities for members while staying true to our core values. Innovation translates into IntellAgents, the new venture we, and six other states, created to provide you with tools to leverage data to make strategic changes in your agency. The IIA of IL also implemented a brand-new Pre-Licensing Program for your staff and new hires and we have partnered with Big “I” Hires to help members recruit and retain your team. The Legal Services Hotline, a free legal service benefit, has been utilized by members throughout the state. All of these programs and services are benefits designed to move your agency forward in this ultra-competitive market. Make sure you are taking advantage of all the benefits included in your membership.

The IIA of IL has invested in a market access program, Independent Market Solutions (IMS). IMS is designed to provide you with competitive markets with generous commissions. For startup agencies, this provides the chance to build a book of business and obtain a contract.

Of course, we have stayed true to our core values of advocacy, education, and E&O. Our core values are represented by all our past presidents, board members and of course your team here at the association office. When I was appointed CEO a little over four years ago, I promised to listen… and listen we have. Our membership team is out every day visiting with you in your agency. Our recently concluded Mastermind sessions gave several members the opportunity to provide us with in-depth thoughts on their biggest challenges and how the association could partner to overcome them. We will be on the road next spring for another round of Roadshows.

We continue to evolve as your professional team at IIA of IL. Long-time Communications team member Rachel Romines was promoted to Communications Director this summer and recently hired Karissa Sweatman to assist with all outward facing communications. Evan Manning joined us at the beginning of the year and has brought an incredible amount of energy and talent to our advocacy operations. Brett Gerger, the former Chief Deputy Director of the Illinois Department of Insurance, joined us in May. Brett is taking over all education responsibilities in addition to his covering agency compliance/operations.

Think of Brett and Evan as your advocacy umbrella policy for governmental and regulatory issues. Lori Mahorney will also be teaching some of our pre-licensing classes and will continue to visit with our central and southern Illinois agencies. Shannon Churchill, who has managed the IIA of IL Education Department for many years, will be transitioning to a new role focusing on IntellAgents and technology, in addition to her responsibilities as Convention Coordinator and Farm Agents Council Liaison.

Change also results in transitions and at the end of this year Brian McSherry will be retiring from his four years of service as Vice President of Agents Insurance Services (AIS), the Association’s for-profit-division. Brian came in to replace Dennis Garrett and before they could realize a couple of weeks of transition, Dennis passed away. Brian brought his great organizational skills and worked with Carol, Janet and Melissa to reorganize AIS, eliminate old, outdated products and services and, with member review, selectively brought on a few new products like ePayPolicy.

Brian will be working with us on a part-time basis, working to onboard IMS until it is fully operational. I want to personally thank Brian for his hard work and contributions over the past four years. It is a rare occurrence when a former Board Member, President, and Cartwright Award winner comes to work for the association. Brian’s experience as an agency owner for 38 years, and a board member for 28 years, was a great fit for the association and AIS. Best wishes to you and Mary as you enter a new phase of your life.

My goal for the coming year is to make IIA of IL your business partner, providing the tools and services for you to compete in better ways. We have made many changes at the association in response to feedback from the membership and we will continue to do so. My promise to you and my charge to the team here remains… we’re listening.

Phil Lackman - IIA of IL CEO - (217) 321-3005 - plackman@iiaofil.org october 2019

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TRUST US TO FUEL THEIR SUCCESS We know what it takes to keep a convenience store running smoothly. With expanded property coverage that includes underground storage tanks, pumps, and canopies, our insurance helps store owners serve up friendly service and keep the business flowing smoothly. Trust in Tomorrow.® Contact us today.

Come visit us at booth #800 at the IIA of Illinois convention to see what we can do for you and your commercial customers.

AUTO | HOME | FARM | BUSINESS

grinnellmutual.com “Trust in Tomorrow.” and “Grinnell Mutual” are registered trademarks of Grinnell Mutual Reinsurance Company. © Grinnell Mutual Reinsurance Company, 2019.

VISIT BOOTH #1107 AT THE CONVO 2019 TRADE SHOW We are pleased to be an IIA of Illinois partner company NatGen Premier is the destination carrier for the independent agent, offering a variety of personal lines products suited for all types of insureds. We pride ourselves on delivering exceptional coverage, service, and claims handling to our agents and policyholders countrywide.

Visit our booth or go to www.natgenpremier.com for more information.

Illinois: National General Introduces Motorcycle Coverage!

Our features and benefits are designed to provide serious protection for serious riders, at great rates.

Our motorcycle program extends beyond just bikes, to include ATVs, snowmobiles, and more!

Coverage & Benefits*: Coverage for motorcycles, scooters, golf carts, ATVs, UTVs, dirt bikes, snowmobiles and Segways®: • New Motorcycle Replacement Cost

• Safety Apparel Coverage up to $400

• Original Equipment Manufacturer’s Parts

• Diminishing Deductibles

• Accident Forgiveness

• Custom Parts & Equipment

• Trip Interruption Coverage

• Towing Allowance up to $300

• Transport Trailer Coverage up to $10,000

• Personal Effects Coverage up to $3,000

• Accidental Death and Dismemberment

• Medical Payments Coverage with no deductible

*Some coverages may have limitations or are not available based on vehicle type

We look forward to seeing you at booth #1107!

Mark Bartusch Regional Sales Director Mark.Bartusch@NGIC.com october 2019

Gary Ohler Sr. Business Development Manager Gary.Ohler@NGIC.com

Rich Slevin Sr. Business Development Manager Richard.Slevin@NGIC.com

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ONE SIZE FITS ONE.

Selective is committed to working with our independent agency partners to get it just right for each unique customer, who is unlike any other.

It’s how we deliver on our promise...

Š 2019 Selective Ins. Group, Inc., Branchville, NJ. Products vary by jurisdiction, terms, and conditions and are provided by Selective Ins. Co. of America and its insurer affiliates.

Details at selective.com/about/affiliated-insurers.aspx. INST-19-021

industry | INSIGHT

Applied and InVEST Share Results of Gen Z Recruiting Survey

Survey compares shifting attitudes of two generations toward the workplace and makes recommendations for recruiting new insurance professionals.

Applied Systems and InVEST has announced the findings of a survey conducted to understand Generation Z’s awareness of career opportunities within the insurance industry and their outlook on pursuing work in this field.

The report, The Future of Insurance: Bye-Bye Boomers, Hello Digital Natives, focuses on how insurance companies and agencies can leverage this information to have the greatest chance of attracting the next generation of workers.

“As more than 25% of insurance professionals will soon retire, it is critical to understand what the younger generations expect when entering the workforce,” said Kris Hackney, executive vice president of customer experience, Applied Systems. “Agents, brokers, insurers and MGAs who are embracing digital technology for customers and staff will be well-positioned to recruit and retain the next generation of workers.”

More than 400 Gen Z consumers from 16 to 22 years of age participated in this year’s survey. Their responses were compared to the results of a similar survey conducted by InVEST and Applied with millennials in 2015.

To view the survey in its entirety, please visit http://ow.ly/HL9z50wbTNB.

“At InVEST, our mission is to educate, prepare and attract new diverse talent to the insurance industry, and it is important that younger generations see the industry as a viable option for a life-long career,” said Deborah Pickford, executive director, InVEST. “Armed with the knowledge from this report, insurance professionals can begin expanding their business practices to include the values this generation demands, creating a productive work environment for everyone and leading a thriving insurance industry.”

Affordable protection in an ever-changing world.

Key survey findings include: • 58% of Gen Z respondents cited innovation as “very important” when considering a workplace, while 49% of millennials surveyed four years ago believed that innovation was very important when choosing where to work.

A commitment to the Independent Agent, a Proud Sponsor of CONVO’19

• 61% of Gen Z respondents said it’s “very important” to work for a company that provides mentors and clearly defined career paths, while 51% of millennials agreed.

• 65% of Gen Z respondents indicated that working for a company that provides flexibility to work outside the office is “very important,” while 57% of millennials responded similarly.

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Visit kemper.com to start a conversation.

S&P Global Market Intelligence, 2016

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october 2019

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19 NUDGES TO

MOVE Y IN THE R

When you’re asked to explain why you should be promoted, get a raise, or have a new job, it can make you feel uncomfortable. Why? Because you’re forced to talk about yourself - something mother told you never to do.

Besides, who will believe you?

Show some imagination.

Many good ideas get killed before we express them. Why? Because a little voice in our head tells us that others will think we’re stupid. Take a chance. Let your mind play with possibilities and say, “You know, I was thinking….”

Well, there’s a better way to get noticed without having to say a word. You can nudge your career in the right direction. Here’s a check-list so you can see how you’re doing - and what you need to do:

Stay focused.

Some call it being mindful; others label it being singleminded. Whatever the word, you’re focused on what you’re doing; neither distracted nor distracting.

Possess awareness.

Be sure your antennae are always up! Never stop observing and gathering information, which allows you to read situations accurately and anticipate outcomes.

Simplify endlessly.

At some point jobs take on a life of their own - and somehow become unnecessarily complicated. It just happens and most people accept it. Don’t be one of them.

Ask yourself, “How can I simplify it and get rid of all the stuff that keeps me from being more productive and helpful?”

Act honorably.

Be known for being candid. If you say you’ll do it, others know they can count on you. You’re open, not guarded, and you don’t come up with excuses.

Demonstrate confidence.

Take time to read yourself accurately, both your strengths and your weaknesses. It’s worth the effort. You’ll avoid the dangers of becoming viewed as overconfident.

Present effectively.

Recognize that nothing can get you more positive feedback than being an effective presenter. Your team will look to you to be persuasive and deliver the goods.

Express yourself clearly.

Dashing off memos, letters, emails, texts, or voice messages has consequences: namely, confusing recipients and earning the right to be ignored. Taking time to frame your thoughts for clarity is a game changer.

Contribute generously.

What you do every day when arriving at work goes beyond your job description. Contributing ideas and making suggestions will improve your performance and help the business succeed.

Possess an aiding attitude.

The workplace is often competitive and everyone plays It cautious and close to the vest. Yet, everyone needs help, so be the outlier and offer it. Don’t look for a “Help Needed” sign; you can sense it. The payback will be instant.

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See the bigger picture.

A career isn’t only about doing quality work. It’s also seeing yourself as part of an organization, recognizing its challenges, opportunities, and where it’s going.

Be consistent.

“Tom, you have some helpful ideas, but you’re unpredictable,” says the boss. “Your work is all over the place. As much as we would like to, we can’t count on you.”

Avoid jumping to conclusions.

Some shortcuts are helpful. But not this one. It keeps us from slowing down long enough so there’s time to accurately evaluate ideas, situations, and people. Distorted judgements result in poor decision making.

Be a thought leader.

It’s easy to spot these people. They are the go-to people, whether on a team or in a department or an office. Others are drawn to them for their knowledge and expertise.

Celebrate others.

It doesn’t need to be something big like getting an award or winning a job promotion. Any act of helpfulness qualifies.

Celebrating others sends the message that those around us matter.

october 2019

YOUR CAREER RIGHT DIRECTION Recognize the blind spots.

We all have them. Make a “What I need to know” list if you want to get ahead. Then, tackle them one at a time; you’ll stand out from your co-workers.

By John Graham

John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com or johnrgraham.com.

Welcome new challenges.

Many people like working in a “groove” where the routine never changes, there’s little pressure, and few surprises. Be the exception; seek out new opportunities, even when it’s a little scary.

Stay on top of things.

Falling behind can be fatal, so don’t rely on your memory. Use an app to keep track of everything.

You’ll get a reputation as someone who has it together.

Take a stand.

There will always be those who go with the flow and keep a low profile. It’s the perfect prescription for being ignored, lost in the crowd, and never missed. Don’t be one of them.

Keep on nudging and you’ll find yourself going in the right direction.

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AUTO | HOME | BUSINESS

october 2019

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The Foundation for Top Sales Achievement

By John Chapin

As the saying goes, “A house is only as strong as its foundation.” It takes a strong foundation to ensure sales success. Following are the six high-achievement ingredients necessary to build that strong foundation.

Be in sales for the right reasons.

The right attitude and beliefs.

A willingness to pay the price for success.

Ingredient 1 for high achievement: Be in sales for the right reasons.

The first thing I look for in a potential new sales rep is people skills. In order to have long-term success and become a top achiever, you must be able to understand and communicate with people while also having a great capacity for empathy. Genuine caring and a desire to serve and help people is a must. In addition, one must also have a burning desire to succeed. A desire to make a lot of money is a good place to start. But it’s also important to know why making a lot of money is important. These reasons should be ones that enhance both the life of the salesperson as well as the lives of those around them and the world as a whole.

Ingredient 2 for high achievement: The right attitude and beliefs.

What is your daily attitude like? Do you always see solutions when you face problems? Do you stay positive in the face of all challenges? Looking for the positive side of a situation is a habit, and, like most good habits, it can be developed. I’m not saying you need to have a smile on your face 24/7 and believe issues never arise in life.

What I am saying is: Don’t allow yourself to go to the other extreme of complete negativity and get overwhelmed to the point where you can’t act. When you see a tough situation, recognize it, try to find some positives, keep a good attitude, and ultimately resolve the situation as quickly as possible. What is your motivation level? You need to be highly motivated and ready to work as hard as you have to in order to reach the top and remain there.

How about self-confidence? To get to the top in selling requires high self-confidence and high self-esteem. Are you a self-starter or do you need someone to give you a push? To get to the top in sales, you must be a selfstarter. You must be motivated from within rather than needing someone to keep pushing you or keep you driven to succeed. To get to the top, you must also be a consummate professional and exude integrity—at all times.

Finally, do you see yourself as a person who is completely responsible for your life and what happens in it? This kind of responsibility is the cornerstone needed for great achievement.

october 2019

“Hanging out” with the right people.

Good health.

A life with balance and growth.

Ingredient 3 for high achievement: A willingness to pay the price for success.

How far are you willing to go in order to be successful?

There is a price for success and top salespeople have chosen to pay it. Are you willing to do whatever it takes, ethically, to get to and stay at the top?

Ingredient 4 for high achievement: “Hanging out” with the right people.

Who do you hang around with and where are they going?

You must hang around with successful people who are growing personally and professionally and who support your goals and dreams. Birds of a feather do flock together, and the wrong group of people can drag you down quickly.

This doesn’t mean you need to immediately discard your friends and family if they aren’t completely supportive of you. However, as you progress toward your goals, you may find yourself gathering a new, different group of friends and hanging out with certain negative people less often. Let friends and family know the track you’re on and ask them to help or even to join you in the adventure.

Ingredient 5 for high achievement: Good health.

How is your health? It isn’t possible to operate at your highest levels both mentally and physically if your health isn’t good. If you are tired, run down, or frequently ill, you will not be motivated, and you will not perform well. You need to get plenty of sleep, eat properly, and exercise on a regular basis in order to be a consistently top salesperson.

Good health also includes your overall mental condition.

While sleeping, exercising, and eating right will help your mental state, you must also develop the ability to handle stress, unexpected problems, and other similarly negative things that may affect your emotions. continued...

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Ingredient 6 for high achievement: A life with balance and growth.

While the beginning of your sales career, or a new job, will be heavily weighted toward your career for the first three to five years, you don’t want to go all-in on your career at the expense of everything else. You must still make time for health, the people in your life, and other things that are important to you. Considering you have 168 hours in a week, there is time to spend 70 hours, or more, at work, and still take care of the other areas your life. But it’s going to require that you be a master of your time. For short periods, you can devote an inordinate amount of time to one area of your life and neglect the others. However, if you do that for too long, your attitude will suffer tremendously, along with your health and relationships.

You may not get to each area every day, but in the course of a week, be sure each area of your life is getting its share of attention. Finally, you must be passionate about what you are doing, and you must always be growing personally and professionally.

The six ingredients above are necessary for consistent, long-term top performance. If you don’t have these six essential ingredients in place, you will face some daunting challenges. The good news is that all of these ingredients can be learned. Granted, few of them are mastered easily if you haven’t already developed them. However, if you are truly committed to becoming a top salesperson, you can develop them. There is always hope.

John Chapin is a motivational sales speaker and trainer.

For his free newsletter, or to have him speak at your next event, go to: www.completeselling.com John has over 31 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. You can reprint provided you keep contact information in place. E-mail: johnchapin@completeselling.com.

© 2019 Society Insurance

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october 2019

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Speak softly and carry

A BIG CLUB

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By Caliper The office environment can be a challenging place. You have to deal with all kinds of personalities at any given time, you see things that are broken but lack the resources or influence to fix them, and, often, people who don’t understand your work are there to tell you how to do it.

But, we all just want to produce good results and receive acknowledgment for our effort. In an ideal world, you are in a role that plays to your strengths and motivations and limits exposure to your weaknesses, and you are partnered with a manager who serves as your advocate. In reality, you’re likely motivated by some aspects of your job and not always by others, and your manager has many other responsibilities that prevent them from being the best coach they can be to their team. In this scenario, the best you can do is do your best. And achieving your best requires a measure of self-management.

Motivation is often a set factor. In other words, you can’t choose what motivates you at work any more than you can choose your height or your family members. You can’t make yourself be outgoing if you’re shy, and you can’t spark competition if trophies don’t interest you. And the external factors that can stand between you and your goals - economic upheaval, competitive threats, disruptive changes, and mergers and acquisitions - aren’t something we can always plan for. You can, however, choose how you conduct yourself.

Organizations are always looking for employees who exhibit high potential and caliber for self-management.

Focusing on the following six areas of self-management can help your company identify and nurture future leaders and lay a foundation for performance management and individual development.

1. Composure Under Pressure Did you know one of the top job competencies for supervisory, sales, and customer-service positions is composure? Regardless of the power dynamic between employees and stakeholders, staying composed shows that they are in control. Staying calm earns respect, sets the tone, and increases others’ willingness to follow their lead. It’s contagious, in a good way.

Ways to Keep Your Cool and Remain Composed: • Remain visible – Allow your teammates to see you so they know you are in control and handling the situation.

• Respond decisively – Stand behind your decisions and encourage your team to take action, but don’t hesitate to ask for help when needed.

• Take accountability – Let your teammates know that you are accountable and committed to solving the issue and that you’ll do so in a timely, effective manner.

• Stay positive – Enable others to regain their composure by keeping your cool. The more relaxed and calm everyone is, the better the outcome will be.

2. Self-Awareness It’s important that employees consider the way they’re perceived by the people around them. They might be perfectly good at performing their work, but if their teammates only experience their loud personal phone calls that echo through the building, oblivious comments that insult other team members, and tiresome questioning of others’ statements, it’s going to be difficult to put that person into a place of leadership. A selfaware employee monitors reactions and considers how their words and actions affect everyone else.

How to be more self-aware: • Ask for honest feedback – Don’t argue with or deflect what you hear.

• Take a personality assessment – Gather insights on your personality and work-specific competencies to help you understand your own proficiencies and deficiencies.

• Reflect – Think back on your daily interactions and how you handled situations well or could have handled them differently.

3. Open to Change Technology changes fast, as do consumer preferences, company processes, and market trends. It’s inevitable that companies have to revise systems, strategies, and policies. Refusing to adapt and showing resentment toward change are sure ways to be labeled as stubborn or stagnant.

How to show you’re adaptable: • Ask questions – Start preparing yourself early for new changes, and help others transition as seamlessly as possible.

• Update your understanding – Stay current with best practices and read up when new information comes to light.

• Volunteer to be part of the solution – Is there a steering committee or a team leading the changes? Get involved!

4. Professionalism Professionalism is about maintaining integrity when executing your responsibilities, respecting people at all levels of the organization (as well as customers and vendors), and embracing the ethics and best practices of the profession. In fact, openly expressing a personal philosophy of professionalism in a job interview can make a favorable impression on a prospective employer. continued...

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You’re in the business of protecting others.

So, who’s watching out for you?

We are. At Arlington/Roe, we put the needs of our customers first. What does that look like? Well, it looks like experience you can trust, integrity you can count on, promises we stand behind and an independent and family-owned industry partner who understands your specific needs. Located in nine states and licensed in all 50, we’ve got your back.

Get to know the people of Arlington/Roe. We’ve been doing the right thing since 1964.

Let us help you find the right solutions.

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How to demonstrate professionalism in the workplace: • Show up to work on time • Stay positive and redirect negativity • Offer assistance to your co-workers • Own up to your mistakes • Leave a bad mood at the door • Avoid swearing or using inappropriate language 5. Ownership of Work No matter where they stand on the organizational chart, an employee with good self-management makes tasks their own and delivers on their promises. They accept both praise and criticism gracefully, and don’t pass the blame for setbacks or are grateful for help when working on a team.

How to own your work and set an example for others: • Hold Yourself and Employees Accountable – Accountability is the belief that we have control over most situations and outcomes in our everyday lives, regardless of the situation or how fair it seems. What does true accountability look like in your team?

Define this and be open to any feedback from your team.

• Be in Control of Your Own Fear – Fearful of failure?

Write down your concerns, and how much of that fear you have the ability to impact. Chances are you are in control of a lot of those failures because you choose

october 2019

your own fear. Own that fear, and it’ll help you get ahead and make you that much better of a leader.

• Start with the End Goal in Mind – What is the end goal you need to accomplish? Discover it, define it, and don’t try to alter it if it hasn’t been achieved. This will help you stay on track when you start to slip, and what it might look like getting back on course.

6. A Focus on Learning Everyone likes to be the expert and to feel confident in their skills, but if there’s a recurring theme for the 21st-century business world, it’s “change.” To stay viable and valuable, it helps to keep an open mind, look for cross-training opportunities, and show an eagerness to gather insight and expertise from the people around you. This goes for senior managers, too. New hires just out of college or trade school have been exposed to methods and philosophies you haven’t thought of. Being open to new ideas doesn’t undercut your authority—it strengthens your authority.

The Caliper Precision Series and Individual Developmental Guide can help you identify and develop your self-aware employees into leaders who focus on personal growth, success, and continued learning within their teams. For more information on the ways Caliper can help you build the teams you need to accomplish your employee development goals or how to coach your teams, reach out to our experts today and get started. To view the original article, go to https://calipercorp.com/blog/six-componentsof-self-management/.

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Cyber… What?

Part 4 of 6

By Brian McSherry

This month we will cover number seven, Written Security Policy for Third Party Providers and eight, Encryption of Non-Public Information. To review, the 12 parts are:

8. Encryption of Non-Public Information Encryption is the process of encoding a message so that it can be read only by the sender and the intended recipient.

12 Parts to Building an Agency Security Plan 1. Risk Assessment 2. Written Security Plan 3. Incident Response Plan 4. Staff Training and Monitoring 5. Penetration Testing/Vulnerability Assessment 6. Access Control Protocol 7. Written Security Policy for Third Party Providers 8. Encryption of Non-Public Information 9. Designation of a Chief Information Officer (CIO) 10. Audit Trail 11. Implementing Multi Factor Authentication 12. Procedure for Disposal of Non-Public Information

Non-Public Information refers to all electronic information that is not publicly available information and for insurance purposes refers to PII (personally identifiable information), PHI (protected health information), and PCI (payment card industry data security standards).

Our goal is to provide you with a pathway to compliance for your agencies and customer security. With this article you are more than halfway to completing your security plan. Keep it up the end is in sight.

7. Written Security Policy for Third-Party Service Providers These are written policies and procedures designed to ensure the security of information systems and nonpublic information that are accessible to, or held by, third-party service providers.

Note: The NAIC refers to this as an information security program. While Illinois does not have specific requirements for Third Parties, you may have been affected by New Yorks Third Party regulation on Insurance Carriers. In short, if you represent a carrier who is authorized to do business in the state of New York, you may be subject to a third party agreement.

Resource: • NetGen Data Security - www.netgendatasecurity.com This is an evolving issue, with regulatory guidance to come.

Note: This element of the NY DFS regulations took effect March 1, 2019. We are working with Big “I” national and NY state representatives to develop a balanced approach.

This regulation describes the need to encrypt and protect this data when in storage and when transferred between the insurance agency and its policyholders (email) Resources: • What is Data Encryption, How to Get Started http://resource.onlinetech.com/encrypting-data-to-meethipaa-compliance/ • Comparison of the Best Data Encryption Software - 2017 www.pcmag.com/article/347066/the-best-encryptionsoftware-of-2016 • ACT TLS email encryption FAQs www.independentagent.com/ACT/Pages/planning/ SecurityPrivacy/ACT_TLSFAQ.aspx • ACT - Protect Your Clients with Secure Email Using TLS www.independentagent.com/ACT/Pages/planning/ SecurityPrivacy/ACT_1208.aspx • ACT IA Carriers with TLS Secure Email Enabled www.independentagent.com/ACT/Pages/planning/ SecurityPrivacy/ACT_CarrierTLS.aspx Note: There is an exemption to this requirement, however, it requires a waiver request to be submitted annually.

Steps seven and eight are extremely important in your cyber security plan development. As noted above if you need some help, we have some available. NetGen Consulting can provide products and services for your agency’s privacy, security and data breach response requirements. Contact Bill Larson at bill@netgendatasecurity.com.

Hopefully you are making progress in your journey to security compliance. Make sure you stayed tuned for steps nine and 10 next month. Slow but sure you will have your plan complete by the end of the year.

Brian McSherry is Vice President of Agent’s Insurance Services. He can be reached at bmcsherry@iiaofil.org or (217) 321-3018.

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THANK YOU,

ILLINOIS AGENTS! Auto-Owners is dedicated to the independent agency system and proudly stands behind you.

Thank you for your business and for relying on Auto-Owners to service your valued customers.

e INSIGHT -

online journal at www.iiaofil.org/Resources/Insight

OC TO BE R 20

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INSIGH T

BILL W

IRTH

201 IIA O9F-2020 IL PRE SID Intr Newoducing BoardIIA of IL of Dire ctors

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INSURANCE SHOPOLOGY The What and Why of Consumer Shopping Behavior In this month’s e-Insight. october 2019

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BILL WIRTH

2019-2020 IIA OF IL PRESIDENT

As an association, we have to keep adapting

and evolving to continue bringing value.

The good news… we’re doing just that.

Congratulations on your induction as President of the IIA of IL. Tell us how you first got involved with the association.

My introduction to the IIA of IL was the convention 13 years ago in Springfield. I was really impressed with the number of meaningful educational sessions, the tradeshow, and the social aspect was a lot of fun. From that point forward I continued attending regional events, kept meeting more people and seeing familiar faces. The convention and other IIA of IL events have always been a great way to connect with agents and company reps from all over the state. Making those connections gave me a great network of friendly professionals that all share similar challenges and similar successes. Eventually I was approached to volunteer as a Regional Director and I decided to serve.

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How has your involvement with the IIA of IL impacted you both personally and professionally?

It’s mostly the connections I’ve been fortunate to make. Personally, I’ve developed friendships through my involvement with the association that likely would have never developed otherwise. That spills over into professional life as well. I’ve gotten to know agents and carrier reps some of whom have certainly made an impact on my agency and my clients. For example, I think it was my very first board meeting… After a long day of meetings, many of us were sitting outside the courtyard of a hotel socializing. It was the first time I met many of these folks.

Someone started talking about hunting. The next thing you know a few of us were sharing hunting stories and pictures. In one of those pictures, I happened to be in a photo with a really big deer and I was wearing a camo

october 2019

hat with the name of one of my carriers. It just so happened that the president of that company was the guy that was looking at the photo. It was quite funny. Several years, hunting excursions, and golf matches have passed (he’s not very good at golf) and we’re good friends. His company is perfect fit for one of our niche markets and that connection has had a real impact on our business.

What made you want to go through the Executive Committee Chairs?

That’s funny. I ask myself the same question sometimes.

When I was nearing the end of my second/ final term as Region 2 Director, I was asked if I would consider remaining involved with the association.

I was flattered to be considered but I was concerned with the time commitment. The entire board is made up of volunteers and the time that we give to serve the association is time that we are not spending in our agencies and not spending with our families. Although not measureable, there is a cost involved. Ultimately I agree to dive in and make the commitment to serve and give back to the association that has helped me make my business successful.

What goal(s) do you have for your presidential year?

It’s not about me. I just happen to be serving as the president for my term. Our goal as an association is to provide all of our members with a sustainable competitive advantage. That’s what we (the entire volunteer board of directors, volunteer committee members, and our association staff) collectively pursue through all that we do.

Are there any new programs or initiatives you are considering during your term?

Quite honestly, as an association we have several irons in the fire. With the recently launched pre-licensing program, the IntellAgents initiative, Independent Market Solutions, and more, simply focusing on executing all of these things well and continuing to bring member value is a lot. That’s not me. That’s the entire association staff and the board. It’s a great group of people and I’m just happy to be part of the team.

Tell us a little bit about how you got started in the industry and what other professions you have had.

I’ve been a butcher, a baker, and a candlestick maker.

I threw that one in just see if any readers are paying attention. I actually spent three years as one of those three a long time ago. If you are actually reading this, find me and ask me, I’d be happy to share the sweet answer.

Okay moving on… I graduated from SIU Carbondale.

Back then SIU had rather large Halloween celebrations.

My degree… Advertising, Marketing and Graphic Design (the old fashioned way – without computers). My first professional job, after making my way across country from Waterloo, IL to the great northwest… I opened a sign business in Bellingham, Washington which is located about 15 miles from the Canadian border, just an hour south of Vancouver, British Columbia. It was a one-person show for over a year. I made every sale, designed every sign and handled the production as well. It was a big learning experience on all sorts of levels. When I moved to Bellingham, I didn’t know anyone. I was a college grad from Southern Illinois living in one of the most beautiful areas of the country. You can literally go snow skiing, water skiing and golfing all in the same weekend.

My largest client in the sign business was a Native American casino. When they developed expansion plans, they recruited me to join their marketing team. Moving up through the ranks, within about one year I became the Director of Marketing. Our largest competitor had the backing of a world-renowned gaming giant and master marketer, Harrah’s. This was before slot machines were legal in Washington. After a few years in a not so simple gaming market, Harrah’s pulled out of the northwest. We threw them a themed going away party… The Last Hurrah!

Harrah’s corporate didn’t have the same sense of humor as us. But, we only marketed hard for a few weeks and once the event was over, the phone calls from their corporate attorneys stopped.

The casino business was a blast for all eight years. But I almost worked as much then as I did when I started my insurance agency. With 300 employees, we had to create the buy-in from everyone on the front line to support the promotions and programs that we implemented. That meant paying my dues being at work, day shift and night shift. It meant showing up on holidays and hanging out with the front-line team socializing after work. Without developing the relationship with those front-line folks, they wouldn’t have supported what we were trying to accomplish. continued...

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We all know the industry has faced many changes in the last two decades, what do you see as some of the major industry issues in the immediate future?

The push for single payer health care.

Benefits is part of my business. Regardless if you’re in the benefits side or not, I believe the potential consequences would be far reaching.

Cyber-crime scares the heck out of me. I’m not sharing that to sell cyber insurance.

But, I believe agents and carriers have a responsibility to get on board. Outside of working within a carrier’s website, as agents, many of us still need to send documents containing personal identifiable information to our underwriters. If you are not sending it securely with encryption software, is it secure? No. I’d like to see carriers get more involved.

I’ve got lots of stories, but we only have so many pages in this magazine. My next adventure was the US Marketing Manager for an Italian based, global software company in St. Louis. It wasn’t nearly as exciting as the casino industry, but it did involve travel to Genova, Italy which was pretty exciting. In just over a year, the company sold to an even larger company. My offer to stay required relocating to Princeton, NJ. After spending the first morning of a long weekend in Princeton, my decision was made and the company was incredibly generous which allowed me ample time to not rush into my next job.

A few months later, I made the leap into insurance joining a group health and life insurance/wealth management agency in St. Louis. Rather than sales, I joined the team as Director of Operations. That required becoming licensed for life and health as well as passing the Series 66, Series 7 and Series 24 (I have no interest in going through that again). It was an interesting couple of years. The owner of the agency also owned a boutique/cult winery in Napa and a few months into my career in insurance, I was also managing the sales of high-end wine. That certainly wasn’t planned, but I quickly learned to appreciate the kind of wine that I still can’t afford.

Agency perpetuation. We have a rapidly aging industry. According to the U.S. Department of Labor, by 2024, one in four U.S. workers will be 55 or older. That’s more than double the rate in 1994 when 55-plus workers accounted for just 12 percent of the workforce. In just five years, 25 percent of the workforce will be thinking of retirement. We need to continue attracting youthful talent into the insurance industry to fill these jobs when the older generation retires.

Looking down the road five, ten years, what other issues do you see independent agents facing?

Obviously, personal lines and small commercial is becoming more and more automated. Artificial intelligence will likely accelerate this issue. But, is there any substitute for a live, caring person who helps you protect everything for which you have worked so hard to earn?

Eventually, I turned my sights to begin building the agency we have today. After much planning and research I believed I could fill a need for a property/casualty and group health agency with a primary focus on business insurance in my hometown. During those planning stages I met a gentleman who had been in the business for 30 years. We eventually became business partners.

With his guidance and access to a great group of carriers I opened an agency from scratch. Five years later, my partner was kind enough to sell me his shares of the corporation. Now, 14 years into this career, I’m drafting this letter.

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We are not a commodity business and we shouldn’t behave like one. In my opinion, consumers have been, and continue to be, trained to “give me your info and I’ll give you a free quote”. It’s front and center on agency websites everywhere. This happens with very little personal connection, no hand shake, really a diminished human element. What are we as an industry encouraging? Does churning out free quotes as quickly as you can make you a trusted choice? Are we losing our own value?

and some are more long-range and forward-thinking.

Keep an eye on what our association is developing and delivering. I think you’ll agree that we are adapting and we keep delivering value. continued...

Although the IIA of IL, the Big “I”, and agents from around the country do a great job for all of our members when it comes to recommending and promoting legislation or opposing legislation, I certainly have concerns about the potential future proposed legislation that may include taxation of the services that we as independent agents provide. This has been proposed and defeated in the past.

This is just one example of why it is critical that we support our government relations activities both on a state (IIAPAC) and national (InsurPac) level. This is also a perfect reason to get involved and attend the national Big “I” legislative event in Washington, DC each spring.

What about issues the IIA of IL will have to address?

Adapting to change while always bringing value to our membership is key. We exist as an association because of our membership, independent insurance agents from the southern tip of Illinois to the far north and every independent member agency in the middle. In my opinion, to help ensure long term success, agents and agency owners have to be able to adapt to change and evolve to continue bringing value to consumers. Look at just the last 10 years. The way we communicate with our clients has changed. The way carriers underwrite keeps changing.

Agencies merge with other agencies or groups of agencies.

Consumer expectations keep changing. With the digital/ cyber world in which we live and work, even criminals keep changing.

As an association, we have to keep adapting and evolving to continue bringing value. The good news… we’re doing just that. As I mentioned earlier, the IIA of IL has a lot of irons in the fire right now. Some initiatives are short-term october 2019

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We know what it took to build this unique business.

And we know what it takes to protect it.

Underwriters who know and understand what coverages are necessary for each unique business.

Loss prevention professionals who use a hands-on approach to help develop programs tailored to each specialty business.

Claim reps with the expertise and technology to process claims quickly and efficiently.

As an Official Supplier of the Silver LiningÂŽ, you and West Bend will find a specialized insurance plan for your valued customers.

To find out more, talk to your West Bend underwriter.

Celebrating 125 years of valued relationships with our agent partners.

In your opinion, what are the key benefits of membership with the IIA of IL?

I can list many of the specific benefits such as everything you get at the convention, purchasing E & O coverage for your agency, education, pre-licensing, the legal services hotline, regional events, Trusted Choice, the government relations efforts that can impact agents everywhere, etc.

Beyond all of that, involvement and engagement is the real key. Get involved, be engaged and good things happen.

Do you have a personal motto or creed by which you live?

I don’t know that I’d call it a motto or creed, but what I like to share with my son and daughter… whatever you do, do it to the best of your ability.

Tell us about your family? How do they feel about your new role with the IIA of IL?

My wife, Angie and I have been married for… I can’t remember exactly, but it’s been a long time. Just kidding.

She’s going to kill me if that actually gets printed. We’ve been married for 14 years. We have two awesome children, Nora is 12 and William is 10. We bought the family farm where Angie grew up last year. We don’t

actually farm. But there is always work to be done. Angie and the kids have been incredibly supportive of my role in the IIA of IL. Angie teaches high school and junior high. So, during those times that I occasionally have to travel for the association, it certainly adds extra work at home.

What lessons from your personal life have you incorporated into your business career?

Life is not fair. Trust your gut instinct. Have a goal. Work hard to achieve that goal. Make sure you have fun along the way.

What is one fact about you that people would find surprising?

I’ve been on three episodes of Family Feud.

Finally, when all is said and done, what is the most important message you hope IIA of IL members take away from your Presidency?

Every member of the IIA of IL carries a distinguished brand, Trusted Choice. Let’s keep the brand distinguished, let us not dilute its meaning, and let’s never stop earning the trust our clients place in us.

Trust your gut instinct. Have a goal.

Work hard to achieve that goal.

Make sure you have fun along the way.

2019-2020

IIA of IL

Board of Directors Chairperson

Patrick Muldowney JD

History: Patrick Muldowney began his career at Kemper Insurance Companies in 1993. Three years ago, he became the First Vice President and Assistant General Counsel at Alliant Insurance Services. The agency is the largest specialty brokerage in the U.S., focused on construction, public entity, education, real estate, healthcare, tribal nations, and legal professionals.

Alliant Insurance Services, Inc. 353 N Clark Street, 11th Floor Chicago, IL 60654 (312) 595-7192 patrick.muldowney@alliant.com

Family: Spouse: Lisa Son: Sean (19)

President

Bill Wirth

History: Bill Wirth has been in the insurance industry since 2003. Fourteen years ago, he founded the Wirth Agency, where he holds the position of President. The Wirth Agency is a full service agency with a focus on businesses, and also serves a large number of Personal Lines clients.

Family: Spouse: Angie Daughter: Nora (12) Son: William (10) 34

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Wirth Agency 119 E Mill Street Waterloo, IL 62298 (618 )939-6368 billw@wirthagency.com october 2019

President-Elect

George Daly

History: George Daly entered the insurance industry in 1984, working with Allstate and Insure One before joining The Horton Group in 2005, where he’s President of the Personal Insurance Division. The Horton Group started in 1971 and is one of the top 50 largest insurance agencies in the country.

The Horton Group, Inc. Family: 10320 Orland Pkwy Spouse: Margie Orland Park, IL 60467 Daughters: Katie and Erin (22) (708) 845-3311 Son: George (17) george.daly@thehortongroup.com

Vice President

Jay Peterson AFIS, LUTC

History: Jay Peterson joined his father’s insurance agency, Peterson Insurance Services, in 1979. He’s currently the President and owner of the agency, which offers a broad range of commercial, personal, life, health, and crop insurance coverages.

Peterson Insurance Services, Inc. PO Box 377 Clinton, IL 61727 (217) 935-6605 jay@peterson.insurance

Family: Spouse: Sarah Children: Dustin & Dexter Grandchildren: 4

National Director-IIABA

Gregory Sandrock

History: Gregory Sandrock joined the insurance industry since 1986. He started the Cornerstone Agency in 1988, where he’s President and a producer. The agency concentrates on Farm, Crop and Agri-Business.

Family: Cornerstone Agency, Inc. Spouse: Kris 105 S Main St Tampico, IL 61283 Children: Luke (& Ashleigh), 2 Grandsons & 1 Granddaughter (815) 438-3923 Tyler (& Megan), 1 Grandson,1 Granddaughter & 1 on the way gregsandrock@2cornerstone.com Annie (& Josh), 1 Granddaughter

Secretary/Treasurer

Bennie Jones

History: Bennie Jones began his career in 1980 and has worked with Liberty Mutual, Inter Continental and Argonaut. He’s now the President of Risk Management Solutions of America, Inc. In 1999, the agency began developing specialty insurance programs, started wholesale operations in 2003 and moved into commercial retail placements in 2005.

Risk Management Solutions of America, Inc. 309 W Washington St, Ste. 200 Chicago, IL 60606 (312) 960-6206 bjones@rmsoa.com october 2019

Family: Spouse: Linda (38 years) Children: Whitney (33), Troy (32) & Trinton (21) Grandchildren: Faith (11) & Tyler (9) insight

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2019-2020

IIA of IL Regional Directors Region 1

Lisa Lukens CISR Elite

History: Lisa Lukens started in the agency in 1981 working full time while attending school at SIU. Saliba Insurance, opening the doors in 1963, merged with Yewell Insurance in 1990 and offers both personal and commercial insurance. Lisa serves on the Herrin Chamber of Commerce Board of Directors and the TLC Therapy Center Board of Directors.

Family: Son: Tyler (26) Daughter: Erin (22)

Saliba-Yewell Insurance Services, Inc. P O Box 218 Herrin, IL 62948 (618) 942-2556 salibainsurance@gmail.com

Region 2

Joseph Heneghan

History: Joseph Heneghan joined the insurance industry in1982. He started his own agency in 2004 and bought the White-Cutting Rice agency in 2010. The agency writes all lines of insurance, represents more than 20 insurance companies and is associated with many excess lines carriers.

Heneghan-White-Cutting & Rice Insurance Agency 200 N. State Street Family: Jerseyville, IL 62052 Spouse: Rita (618) 639-2244 Daughters: Shannon Strawhun & Jenna Strawhun-Smith joe.heneghan@hwcrins.com

(Son In Law, Tyler Smith)

Region 3

Christopher Leming

History: Christopher Leming began his insurance career in 1997. He’s currently the Senior Vice President at TROXELL, which provides an in-house claims department to ensure all insurance claims are handled with fairness and efficiency. TROXELL offers Personal and Business Insurance, Group Benefits, Surety Bonds, HR and Safety Solutions, and Individual Health and Life insurance.

Family: Spouse: Margaret Son: Christopher Daughters: Annaliese & Mallory 36

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TROXELL 214 S Grand Ave W Springfield, IL 62708 (217) 321-3185 cleming@troxellins.com october 2019

Region 4

Bart Hartauer CIC

History: Bart Hartauer joined the Hartauer Insurance Agency in1985. He is now the owner of the full lines independent agency, which represents over 20 companies. The agency is a member of the ISU Insurance Group.

Family: Spouse: Katie Daughter: Catherine Son: Luke

Hartauer Insurance Agency 613 First Street La Salle, IL 61301 (815) 223-1795 hartauer@hartauer.com

Region 5

Nick Gunn CIC

Nixon Insurance Agency, Inc. 4701 N University Ste B Peoria, IL 61612 (309) 691-1300 nickgunn@nixonagency.com

History: Nick Gunn started his career in 2006 at Nixon Insurance Agency, Inc. After a brief stint at another agency, he made his way back to Nixon Insurance Agency, Inc. and became part owner and Vice President of Commercial Insurance in 2018. Established in 1964, Nixon Insurance Agency, Inc. offers home, automobile, life, health, and business insurance.

Family: Spouse: Jessica Son: Tripp Baby #2 on the way (due February 2020)

Region 6

Thomas Evans, Jr.

History: Thomas Evans, Jr. has been in the insurance industry since 1996. He spent time at Franklin Life, Insure One and Esser Hayes Insurance Group before joining the Crum-Halsted Agency. The agency offers personal, commercial, life, and health needs.

Family: Spouse: Rebecca Daughters: Ashley & Aly Sons: Tommy (III) & Tyler Dog: Cody

Crum-Halsted Agency, Inc 407 E Congress Parkway, Suite C Crystal Lake, IL 60014 (779) 220-6564 tevans@crumhalsted.com

Region 7

Neidra Crosby CPIA, CISR

History: Neidra Crosby started her career in 2004 with the family business, The Insurance Exchange Ltd. Over the years, she has worked her way up to the position of Vice President.

The Insurance Exchange Ltd. 15459 South Park South Holland, IL 60473 (708) 597-8731 ncrosby@insxchg.com october 2019

Family: Son: Jeremiah (10)

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2019-2020

IIA of IL Regional Directors

(Continued)

Region 8

Regional Director Position Open

Region 9

Edward Boltz III

History: Edward Boltz III co-founded Prime Meridian Insurance Group, Ltd. over 20 years ago. Five years ago, they began a long term succession plan with Crum-Halsted Agency, Inc., which offers commercial and personal lines.

Crum-Halsted Agency, Inc. 427 N Kirk Rd., Ste 113 Geneva, IL 60134 (630) 443-7300 eboltz@crumhalsted.com

Family: Spouse: Karen (40 years) Children: Erika and Collin Dogs: Cody and Bear (brothers)

Region 10

Christopher Bassler CLCS

History: In 2009, Christopher Bassler started working at Unum. In 2012, he switched to the family business, Bassler & Co. Insurance, where he is the President. The agency is a Commercial Property & Casualty shop .

Family: Spouse: Rachel Daughter: Alexis Dog: Lego 38

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Bassler & Co. Insurance 611 Academy Dr. Northbrook, IL 60062 (847) 480-0800 cbassler@basslerins.com october 2019

At-Large Board Member William Durkin CRIS

History: William Durkin began his insurance career in 1992. He joined Daniel and Henry Insurance and Risk Management in 2012. He serves as Director & Broker and is on the Executive Committee and Operations team. The agency has been in business since 1921 and is privately owned. Daniel and Henry Ins. and Risk Mgmt.

Family: 150 S. Wacker Dr Suite 1625 Chicago, IL 60606 Spouse: Erin (312) 629-0725 Children: Jack, Molly & Joey durkinb@danielandhenry.com

At-Large Board Member

Michael-Charles Hilson

History: Michael-Charles is a third-generation insurance professional. He joined (*) GBG Inc. in a full-time capacity in May of 2003. He has worked in each facet of agency operations and key client services. He leads the firm’s Client Retention Department and is primarily responsible for insurance company underwriting relations and insurance industry relations.

G.B.G., Inc. 40 W 162nd St South Holland, IL 60473 (708) 333-3378 mhilson@gbgins.com

At-Large Board Member

Ryan Hite

History: In 1999, Ryan Hite worked at the family agency, getting licensed while in college. He worked for insurance companies right after college for seven years in claims, underwriting and marketing. He then managed an independent agency for four years before becoming a co-owner of his own agency, alongside his father.

Family: Spouse: Molly Children: Elijah (10) & Piper (8)

Eagle Rock Insurance Services 7800 N Sommer Street, Ste 204 Peoria, IL 61614 (309) 688-7316 ryan.hite@eaglerockins.com

At-Large Board Member

Patrick Taphorn

CIC, CSRM

History: Patrick Taphorn was hired in 1989 with James Unland & Co., Inc. After a brief stint at Nabisco, Taphorn rejoined James Unland & Co., Inc., where he worked his way up to President. The agency provides Commercial P&C, Life, Health & Employee Benefits, Personal P&C, and financial services.

James Unland & Co., Inc. 2211 Broadway Road Pekin, IL 61554 (309) 347-2177 ptaphorn@unland.com october 2019

Family: Spouse: Lisa Sons: Nathan (25), Carter (20) & Justin (18) Daughter: Jenna (18) insight

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2019-2020

IIA of IL Committee Chairs

Teresa Fleming, CIC, CISR Kevin Lesch, Education

Leffelman & Associates, Inc. 111 W Main St Sublette, IL 61367 (815) 849-5219 tess@leffelmanassoc.com History: Teresa Fleming got her start at a life insurance company in 2005 and started working for Leffelman & Associates in 2007, where she’s the VP of Operations. The agency writes many lines of business including home, auto, commercial, farm, health, life, and vacation homes.

Family: Spouse: Chris Children: Dax, Knox, Marlo & Haven 40

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CBC

Government Relations

Dustin Peterson IIAPAC

Árachas Group, LLC PO Box 8152 Bartlett, IL 60103 (630) 830-3232 klesch@arachasgroup.com

Peterson Insurance Services, Inc.

History: Kevin Lesch started in the industry at his father’s agency when he was in High School. In 2013, he took over as President of the agency and then bought out both partners in 2015. Árachas Group, LLC is a merger of three agencies.

History: Dustin Peterson is the 3rd generation member of the agency, joining the agency in December 2003. He currently serves as Risk Manager, covering all lines of insurance for the agency.

Family: Spouse: Trisha Sons: Jacob & Gavin

PO Box 377 Clinton, IL 61727 (217) 935-6605 dustin@peterson.insurance

Family: Spouse: Jessica Children: Julian & Vivian Dogs: Dino & Aggie october 2019

Cynthia Jackman, CISR, CIC Allyson Padilla, Planning & Coordination

Young Agents

Arlington/Roe PO Box 2614 Carbondale, IL 62902 (800) 878-9891 x8745

Randy Jacobs,

AAI

Farm Agents Council

Blank’s Insurance Agency, LLC

Payne Insurance Agency, Inc.

History: Allyson Padilla was born into Blank’s Insurance Agency. She began working full-time in 2008 as an agent. Blank’s Insurance Agency provides all types of insurance and bonds, including personal lines and commercial insurance.

Family: Spouse: Angel (14 years) Sons: Angel Julian (10), Bennett (8) & Cruz (5)

History: Randy Jacobs joined the family agency in 1995, then bought the agency in 2000. The agency offers property & casualty, home, auto, commercial, farm and crop, life, and medicare supplement.

401 W. Main Lexington, IL 61753 (309) 365-3231 rjacobs@mtco.com

515 S Whittle Ave Olney, IL 62450 (618) 393-2195 allyson@blanksinsurance.com

cjackman@arlingtonroe.com History: Cynthia Jackman began her career in 1984. In 2017, she became the Marketing Manager for Central & Southern IL at Arlington/Roe, a managing general agency and wholesale insurance brokerage firm with specialty practices.

Family: Spouse: Jon Children: Kristin, Troy & 3 step-daughters/ sons-in-law Grandkids: 3 boys & 3 girls

CIC

Family: Spouse: Amy Children: Grant (28), Nate (24) & Carter (22)

Managing General Agency Excess Surplus Lines Broker Commercial Insurance Solutions Since 1923

Property & Casualty Insurance

Transportation & Trucking

800.869.9976 | www.WAS-IRP.com october 2019

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Beautifully Simple Insurance, Sold Through Trusted Advisors

35% of insurance is sold through independent agents, so why has this group not experienced the innovation and technology investment needed to simplify the homeowner quoting experience?

Introducing Openly.

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Visit openlyinsured.com/for-agents or email marketing@openlyinsured.com

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Provider Recaptures January 2018 ‐ December 2018 Total Refund $336,235.39

40000 $35,603.76

$36,710.59 $32,092.85

35000 30000

$32,130.18 $30,552.71

$28,910.73

$27,822.06 $23,620.65

25000

$31,062.00

$23,206.05

20000

$18,273.58

$16,250.23

15000 10000 5000 0

JANUARY

FEBRUARY

MARCH

APRIL

MAY

JUNE

JULY

AUGUST SEPTEMBER OCTOBER NOVEMBER DECEMBER

INSIGHT | associate news Thank you to our Associate Members.

Diamond Level Members

Platinum Level Progressive

Gold Level AAA Insurance Arlington/Roe Blue Cross/Blue Shield of IL Surplus Line Association of Illinois

Silver Level Grinnell Mutual Reinsurance Company Imperial PFS IMT Insurance A. J. Wayne & Associates AFCO Credit Corporation AMERISAFE Aon Programs Atlantic Specialty Lines Auto-Owners Insurance Co. Berkshire Hathaway Guard Insurance Companies Burns & Wilcox, Ltd. Chicagoland Carstar Columbia Insurance Group Continental Western Group Donald Gaddis Company, Inc. Donegal Insurance Group Encompass Insurance Erie Insurance Group Foremost Insurance Group Forreston Mutual Insurance Company Frankenmuth Insurance Grange Insurance Illinois Public Risk Fund Indiana Farmers Insurance Insurance Program Managers Group J C Restoration J M Wilson Kemper Keystone Insurance Group, Inc. KPA, LLC dba Succeed/KPA Larry Gordon Agency 44

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Nationwide West Bend Mutual Insurance Co.

Bronze Level Liberty Mutual/Safeco Insurance Madison Mutual Insurance Company MarshBerry Maximum Independent Brokerage, LLC Mercury Insurance Group MetLife Auto & Home Midwest Insurance Company miEdge Motorists Insurance Group NatGen Premier NHRMA Mutual Workers’ Compensation PEOPLE Previsor Insurance ProAg Management Inc PuroClean RT Specialty - Naperville Selective Insurance Company of America ServiceMaster DSI Society Insurance Specialty Risk of America Transcom General Agency Travelers UIG - The Agent Agency United Fire Group Universal Property & Casualty Utica National Insurance Group W. A. Schickedanz Agency, Inc./Interstate Risk Placement Western National Insurance Westfield october 2019

iia of il news | INSIGHT

Education Classes october

15 16 16 17 17 21 22 23 24 24 29 29 30

Pre-Licensing Course Property & Casualty Springfield CISR - William T. Hold Rolling Meadows CISR - Insuring Commercial Property Bloomington Pre-Licensing Course Life & Health Springfield Ethical Dilemmas Webinar Pre-Licensing Course Property & Casualty Rolling Meadows E&O Risk Management Webinar Pre-Licensing Course Life & Health Rolling Meadows CISR - -William T. Hold Springfield E&O Risk Management Webinar CISR-Elements of Risk Management Champaign E&O: Roadmap to Policy Analysis Webinar CISR - Elements of Risk Management Orland Park

New Members member agency Dow Insurance Services, Inc. Lemont, IL

november

6 6 7 7 8 13 13 19 21 21 21 26

CIC - Commercial Casualty Springfield Pre-Licensing Course Property & Casualty Belleville On Ethics: Data, Dilemmas & Knuckleheads Webinar CISR - Insuring Commercial Property Rolling Meadows Ethics Rolling Meadows CISR-Personal Lines Miscellaneous Springfield E&O: Roadmap to Policy Analysis Webinar E&O: Roadmap to Policy Analysis Webinar Pre-Licensing Course Life & Health Orland Park Ethics and Agent Liability Webinar E&O Risk Management Webinar E&O Risk Management Webinar

Online Education

Fidelity Insurance Partners, Inc. Palatine, IL

www.iiaofil.org

Hollinger Insurance Services Elk Grove Village Insurance Allies, LLC Chicago, IL Smart Risk Insurance, LLC Mt. Vernon, IL

copper associate member

October & November Featured Online Classes General Homeowners | General PAP Property & Liability Concepts | Ethics & E&O When the Child Becomes the Parent- Aging Parents National Flood Insurance Program Basic Course Who is an Insured? | Workers Comp Insuring Trusts | Homeowners Hot Topics | And More!

Hippo Insurance Austin, TX For information regarding IIA of IL membership or company sponsorship, contact Tom Ross, Director of Membership Services, at (217) 321-3003, tross@iiaofil.org. october 2019

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The Security You Need. The Name You Trust.

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travelers.com © 2018 The Travelers Indemnity Company. All rights reserved. Travelers and the Travelers Umbrella logo are registered trademarks of The Travelers Indemnity Company in the U.S. and other countries. New 3-18

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october 2019

Independence works better together With Keystone, the best resources are at your fingertips to

Business Development

help you support a business that stands the test of time. We

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connect you to a community of like-minded independent agents and provide access to relationships that extend beyond your geographic reach.

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With 14 divisions and more than 100 corporately employed insurance professionals, we employ the expertise that expands opportunities for you and your clients. We focus on innovation, recruiting and training new talent, and guiding future agency owners allowing you to focus on what is important.

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Success is a journey. Let us be your guide.

Contact Matthew Fink: 570.473.4346 | mfink@keystoneinsgrp.com keystoneinsgrp.com Š2018 Keystone Insurers Group Ž. All rights reserved. This does not constitute an offer to sell a franchise in any state in which the Keystone Insurers Group franchise is not registered.

Producer Recruitment & Training

INSIGHT | people in the news West Bend Mutual Insurance Promotes Five Company Executives

In Memoriam

Heather Dunn is now senior vice president, as well as chief financial officer, a position she’s held since 2017.

Dunn joined West Bend in 2008 as controller and was promoted to assistant vice president – corporate accounting in 2010, and vice president and controller in 2014 before being named vice president – chief financial officer.

Born May 5, 1945, in Webster City, Iowa, to Howard Julius and Marcelle (Doty) Peterson, he married Jill A. Harrison on Aug. 10, 1968, at Collegiate Methodist Church in Ames, Iowa. She survives.

West Bend Mutual Insurance, West Bend Wisconsin, has announced the promotion of five company executives.

David Ertmer has been promoted to senior vice president – claims and is responsible for all claims operations at West Bend, including the company’s specialty lines and monoline workers’ compensation divisions. Ertmer joined West Bend in 2009 as director of workers’ compensation claims and was promoted to vice president – claims in 2011.

H. Jeff Peterson, 4, of Pekin passed away at 10:29 p.m. on Saturday, Aug. 24, 2019, at UnityPoint Health-Pekin.

Also surviving are two sons, H. Justin Peterson of Charlotte, N.C., and H. Jay Peterson of Tallahassee, Fla.; two grandchildren, Hayes J. Peterson and Joslyn N. Peterson; one brother, Greg (Vicki) Peterson of Phoenix, Ariz.; his brother-in-law, Ross (Jani) Harrison of Adel, Iowa; and his nieces and nephews, Grant (Lindsay) Peterson, Sina (Jordan) Latva, Amy (Brian) Sieman, Matt (Heather) Harrison and Casey (Abbie) Harrison.

Rob Jacques has been promoted to senior vice president – commercial lines, overseeing all commercial underwriting operations at West Bend, including the company’s specialty lines and mono-line workers’ compensation divisions. Jacques joined West Bend in 2000 as a regional sales manager. He became a regional underwriting manager in 2003, assistant vice president – commercial lines in 2005, and vice president – commercial lines in 2007.

He was preceded in death by his parents and a brother-inlaw, Todd Harrison.

Jim Schwalen has been named senior vice president – personal lines and marketing, continuing in his duties of overseeing the personal lines underwriting division and marketing division, as well as the company’s service center. He’s also responsible for the company’s growth strategy. He joined West Bend in 1997 as assistant vice president – personal lines. He was promoted to vice president -personal lines in 2004, and in 2008, was named vice president personal lines and marketing, a role that included oversight of the company’s service center.

Jeff began his career as a marketing representative with the Aetna in 1967, first in Des Moines, Iowa, and then in Springfield, Illinois. In 1975, he came to work for James Unland & Company, where he was promoted to President in 1986. He retired from the Unland Companies on Jan. 1, 2011. Jeff continued to take great interest in the company and the industry in his retirement.

Kelly Tighe is now senior vice president – sales and will continue to lead the company’s sales efforts, including oversight of the company’s distribution system. He’s also responsible for the company’s expansion plans. He joined West Bend in 1999 as state sales manager and was named director of sales in 2001, assistant vice president of sales in 2007, and vice president of sales in 2009.

J.M. Wilson Promotes Mikos to Transportation Underwriter

Jeff was a 1967 graduate of Simpson College in Indianola, Iowa, with a Bachelor of Arts Degree in Economics. He was a United States Marine Corps veteran, serving as a 1st Lieutenant in the Vietnam War. He continued on with the Marine Reserves in Peoria for a time, attaining the rank of Captain.

Jeff was a member of the Pekin Chapter of the American Business Club and a past chairman of the Pekin Insurance Holiday Tournament for many years. He also was a member of Sigma Alpha Epsilon, Tazewell County Sheriff Merit Commission and had served on the American Red Cross Board of Directors. He was a past president of the Pekin Area Chamber of Commerce and a past regional director with the Independent Insurance Agents of Illinois.

An avid golfer, he was a member of Pekin Country Club and enjoyed playing in the Tuesday Night League. He also enjoyed traveling with family and dear friends. He loved fishing with his sons and grandchildren.

The staff and the Board of Directors send their deepest condolences to the family and friends of Jeff Peterson.

J.M. Wilson has announced the promotion of Alex Mikos to Transportation Underwriter in their Arlington Heights, Illinois Office. Mikos is responsible for underwriting new and renewal transportation risks, and serving independent insurance agents in Illinois, Iowa, and Nebraska.

Mikos has been with J.M. Wilson for the past year and has 7 prior years of experience in the mortgage industry.

Before his promotion, he was an Assistant Transportation Underwriter.

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industry news | INSIGHT Illinois Agencies Qualify for 2019 Best Practices Cycle The IIA of IL would like to congratulate the following Illinois agencies for qualifying for the 2019 Best Practices Cycle: Aleckson Insurance Agency, Lake Zurich Alper Services, LLC, Chicago Assurance Agency, Ltd., Schaumburg Compass Insurance Partners, Fairbury First Mid-Insurance Group, Mattoon Konen Insurance Agency, Aurora Purdum Gray Ingledue Beck, Inc., Macomb Rosenthal Bros., Inc., Deerfield The Horton Group, Inc., Orland Park The Plexus Groupe LLC, Deer Park

Modern, web-based systems are one of the greatest needs and requests of Farm Mutual insurance companies as they consolidate and grow. In an industry facing rapid consolidation and fast-changing technology needs, this acquisition will allow IMT Computer Services to better serve nearly 400 mutual insurance companies in 19 states.

The IMT Computer Services and PDSpectrum teams will combine and soon begin working to bring products and services together.

IMT Insurance takes pride in providing exceptional products and customer service. The acquisition of PDSpectrum will promote innovative solutions and support for IMT’s Mutuals and Independent Insurance Agents.

To achieve this status, each agency was nominated by either a state association or a carrier partner for operational excellence. After receiving the nomination, each agency submitted extensive data and information to be scored in six different revenue categories. Only the top percentage qualified and the annual Best Practices Study is being written based on these high performing agencies.

The Best Practices initiative began in 1993 and offers timeless and cutting-edge strategies developed from studying top U.S. insurance agencies of all sizes. They have proven to be transformative tools for agencies seeking to excel. For more information on Best Practices, click here. https://www.independentagent.com/bestpractices

IMT Computer Services Acquires PDSectrum Insurance Processing Platform

IMT Computer Services, a division of IMT Insurance in West Des Moines, Iowa, has acquired Priority Data’s PDSpectrum insurance processing platform.

PDSpectrum is a web-based, fully integrated core policy processing platform that provides underwriting and rating tools, billing and claims management systems, accounts payable and general ledger platforms, and more, to insurance carriers and Managing General Agents (MGA).

october 2019

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INSIGHT | classifieds for the insurance professional by the insurance professional

ACCOUNT MANAGER WANTED

AGENCY/AGENTS/PRODUCERS WANTED.

Wanda Gray Mid-America Insurance Services, Inc. (309) 454-3667

Dan Browne will provide an agency evaluation/appraisal at little cost to you. Please call:

43. Local, independent insurance agency in Normal, Illinois is looking to hire a career minded individual as an Account Manager in our Commercial Lines Department.

Job consists of working with the various companies represented in quoting new/renewal business, making changes to policies and to assist customers with their insurance needs. Previous insurance experience and working knowledge of an agency management system is preferred. Property and Casualty license with State of Illinois is mandated. Excellent pay, benefits, 40lK and summer hours Memorial Day- Labor Day. Applicant must be professional in appearance, have a strong work ethic, and have good organizational skills. Contact:

AGENCY WANTED.

20. Since 2004, Central Illinois Agents Group LLC has been providing independent agents with a variety of markets with contingency opportunities. Agents have availability to several markets that they may not be able to sustain or maintain on their own. We have markets for personal, commercial, agricultural and crop insurance lines. Let us help you get to the next level.

Visit www.ciagonline.com for contact information.

CIC INSTIUTE COORDINATOR WANTED.

1. The IIA of IL Education team is looking for an on-site coordinator to conduct our 2020 CIC Institutes in the northern part of the state. The time commitment includes two half days, and two full days once a month, for a few months out of the year. Position can be split between multiple people based on availability.

02. Forest Park/Oak Park agency for over 60 years, will meet your needs by providing space, markets, marketing & sales support, automation, merging with or purchasing your agency. Perpetuation/ Succession Plans, BuySell Agreements also available. We have experienced, educated and dedicated staff for you and your clients.

Have access to our numerous companies, office services and many other resources. Retain ownership in your book with contingency. Please look closely at us- we are an agency you want to do business with! We’ve done it before, we know how- we make it easy! Visit our website at forestagency.com/agents.html, or call for a confidential discussion and a list of Agency benefits.

Dan Browne or Cathy Hall Forest Agency (708) 383-9000 www.forestagency.com/contact-us/mergersacquisitions/

OPPORTUNITIES/SPACE AVAILABLE/RETAIN OWNERSHIP

13. We are a 100 year old Northbrook agency looking to discuss any mutually beneficial opportunity. Our producers, mergers, clusters and agency purchases receive 50% commissions on new and renewal business without any expenses. We can provide: office space, phones, agency management system, service renewals and changes. The companies we represent are: Badger Mutual, Employers Mutual, General Casualty, Guide One, Hartford, Kemper, Progressive, Rockford Mutual, Safeco, State Auto, Travelers and Met Life. Contact:

For more information contact Shannon Churchill at schurchill@iiaofil.org.

Nancy Solomon Martini, Miller & Schloss, Inc. (847) 291-1313 Ron@martini-miller.com

AGENCY LOOKING TO MERGE.

CSR POSITION AVAILABLE.

47. Central Illinois Independent Agency looking to merge with another Independent Agency. Owners are aging and looking for future perpetuation options. Agency is profitable and has a strong carrier line. Any inquiries will be held in strict confidence. Contact:

Tami Hubbell thubbell@iiaofil.org Reference #ALM47

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06. Central Illinois agency looking for licensed CSR for commercial and personal lines, knowledge of both lines is helpful. Monday through Friday, 8:00 am to 5:00 pm.

Benefits Included. Contact:

Tami Hubbell thubbell@iiaofil.org Reference #CPA06

october 2019

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