wisconsin
INDEPENDENT AGENT DECEMBER 2017
2018
MAY 8-9, 2018 MARRIOTT WEST MADISON, WI
>>VISIT IIAWCONVENTION.COM
PLEASE SEE PAGE 6 FOR EVENT TIMELINE
COMPREHENSIVE COVERAGE IS OUR MIDDLE NAME. Only Burns & Wilcox has the depth and breadth of experience to deliver the right solutions right away. Milwaukee, Wisconsin | 262.347.0266 toll free 800.544.5700 | fax 262.347.0440
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Minneapolis, Minnesota | 612.564.1880 toll free 800.328.1693 | fax 612.564.1881
Commercial | Professional | Personal | Brokerage | Binding | Risk Management Services
42356 Burns Middle Name Ad RZ - Big "I" Wisconsin-Wisconsin IA APPROVED.indd 2
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wisconsin
INDEPENDENT AGENT DECEMBER 2017
Open Door Policy: Motor Carrier Legislation Advances . . . . . . . . . . . . . . . . . . . . . . . 5 InsurCon2018. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Open Door Policy : Training the Future Leaders of the Insurance Industry. . . . . . 9 Association Leadership 2017/18 Board Members. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Technology An Update on the Optimum Setup for Multiple Monitors in your office. . . . . . . . . . 12 The Agent of the (Digital) Future. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Marketing Looking for a Cool Tool to Make Your Company Profitable? . . . . . . . . . . . . . . . . . . 17 Virtual University Ask an Expert. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Agency Operations 4 Valuable Lessons that Changed My Business. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Agency Management Think Time Management is Tough? Try Being a Manager. . . . . . . . . . . . . . . . . . . . . 24 How to Increase Productivity. Working with Electronic Documents. . . . . . . . . . . . . 25 Commentary from Counsel Intermittent Leave Requests: The Collision of the FMLA and ADA. . . . . . . . . . . . . . 26 Government Affairs State Government Affairs Update. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Errors and Omissions Safety Net. Setting the Right E&O Limits for your Agency. . . . . . . . . . . . . . . . . . . . 30 Industry News The Legacy of the ‘New Way’ to do Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Risky Business Farming to Insurance: This Las Vegas Native is as Wisconsin as they Come. . . . . 35 Members in the News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Food for Thought. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Independent Insurance Agents of Wisconsin 725 John Nolen Drive, Madison, Wisconsin 53713 Phone: (608) 256-4429 or (800) 362-7441 ■ Fax: (608) 256-0170 ■ Web: www.iiaw.com Executive Vice President - Matt Banaszynski 2016-2017 Executive Committee President............................................................ Lise Meyer Meyer Insurance - P.O. Box 633, Sauk City, WI 53583 President-Elect.................................................... Jason Bott Robertson-Ryan & Associates - 330 East Kilbourn Ave., Milwaukee, WI 53202 Secretary-Treasurer......................................Chris Costakis Avid Risk Solutions- 2501 Parmenter Street, Ste 200A Middleton, WI 53562 Chairman of the Board................................. Matt Weimer Diversified Insurance Solutions - 100 North Corporate Dr., #100, Brookfield, WI 53045 State National Director ................................Steve Leitch Leitch Insurance - P.O. Box 85, River Falls, WI 54022 2016-2017 Board of Directors Mike Ansay, Ansay & Associates 101 East Grand Ave. #11, Port Washington, WI 53704 Cindy Burns, Burns Insurance 500 South Central Ave., Marshfield, WI 54449 Ryan McClone, McClone Agency 150 Main St. Suite 102, Menasha, WI 54952 Marc Petersen, American Advantage-Petersen Group 15171 W. National Ave., New Berlin, WI 53151 Jack Riesch, R&R Insurance Services P.O. Box 1610, Waukesha, WI 53187-1610 Chad Tisonik, HNI 16805 W Cleveland Ave, New Berlin, WI 53151 Pam Utpadel, Universal Insurance Advisors 100 West Lawrence St. Suite 313, Appleton, WI 54911 Ryan Waite, Neckerman Insurance Services 6200 Mineral Point Road Madison, Wisconsin 53705
WISCONSIN INDEPENDENT AGENT
Darrel Zaleski, Spectrum Insurance Group 4233 Southtowne Drive, Eau Claire, WI 54701 2016-2017 Committee Chairs Agency Services ............................................Kim Dandrea M3 Insurance - N19 W24200 Riverwood Dr. Waukesha, WI 53188 Automation/Technology ...............Cathleen Christensen Hierl Insurance - P.O. Box 949, Fond du Lac, WI 54936 Emerging Leaders ..........................................Ryan Waite Neckerman Insurance Services - 6200 Mineral Point Road Madison, WI 53705 Employee Benefits.......................................... Mike Farrell David Insurance - 1300 South Green Bay Rd Racine, WI 53406 Government Affairs .......................................Jeff Thiel R&R Insurance Services - P.O. Box 161 Waukesha, WI 53187 Carrier Relations ......................................... Kevin Murray Johnson Insurance Services - 525 Junction Road, Madison, WI 53717 Marketing/Membership Development....Jamie Durocher Arlington Roe- 2 Carlson Parkway N., Suite 175 Plymouth, MN 55447 Technical...............................................Timothy Kakuska Robertson-Ryan & Associates - P.O. Box 547 La Crosse, WI 54602
On The Cover… The IIAW will hold its 119th Annual Convention May 8-9, 2018 at the Madison Marriott West. The annual convention this year is being rebranded as InsurCon2018 and this year’s theme is “Redefining the Customer Experience”. The IIAW has secured world renowned speakers such as Doug Lipp, Blake Morgan and Marcus Sheridan to provide attendees with actionable intelligence and a convention experience unlike any other. InsurCon2018 will also offer a wide variety of relevant seminars for continuing education credits and network events. Visit www. IIAWconvention.com for additional details.
> A DVERTISERS & INFORMATION AAA Wisconsin................................................. 38 Acuity Insurance............................................. 39 AM Trust............................................................ 4 American Advantage Insurance Group............. 31 Amerisafe........................................................ 15 Badger Mutual................................................. 33 Berkshire Hathaway/Guard............................... 8 Burns & Wilcox.................................................. 2 EMC.................................................................. 16 IIAW Pre-licensing Classes...............................18 IIAW CE............................................................ 22 Integrity.......................................................... 28 New Level Partners......................................... 34 Partners Mutual.............................................. 33 Pekin Insurance................................................ 19 ProtectYourAgency.com.....................Back Cover Robertson Ryan & Associates.......................... 35 SECURA............................................................ 13 The IMT Group.................................................. 19 West Bend........................................................ 21 DECEMBER 2017 | 3
Responsive, Not Lethargic Niche Workers’ Compensation and Commercial Line Coverages for Main Street America Get started with an agency appointment application at amtrustappointments.com/WI3.
A.M. BEST RATING OF “A” (EXCELLENT), FSC “XIV”
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OPEN DOOR POLICY
MOTOR CARRIER LEGISLATION ADVANCES
IIAW CEO Matt Banaszynski, Dave Burkart and Tom Delahunt testify in front of the Assembly’s Committee on Transportation.
It’s no secret that the IIAW has been working closely with the Office of Commissioner of Insurance (OCI), the Department of Transportation (DOT) and members of the Legislature to address the change in liability limits which was instituted for certain “for-hire” motor carriers. DOT was made aware that the lower insurance minimums dictated by the administrative code were not consistent with the requirements in statute. The department announced a change to raise the minimum requirements in May 2016. Several concerned members contacted the IIAW looking for clarification about the new law and its impact. Dave Burkart and Tom Delahunt were a few of those members who have since been instrumental in working with the IIAW to find a remedy to this issue. Since this change went into effect, the IIAW has published numerous newsletters and articles detailing the situation and how agents should advise their clients of these new limits. Under both state statute and administrative code, Wisconsin currently requires that passenger carriers maintain minimum insurance coverage and file proof of that insurance with the Department of Transportation (DOT) as a prerequisite for vehicle registration. The minimum requirements are generally those specified under federal law (currently between $300,000 and $5,000,000) with some exceptions. In 2016, DOT was made aware that the lower insurance minimums dictated by the administrative code were not consistent with the requirements in statute. The department announced a change to raise the
We believe that the existing minimum insurance requirements place a substantially greater burden on passenger carrier businesses operating in this state. Due to the increase in limits the cost of insurance has increased dramatically for those in possession of these vehicles. Many businesses such as bars, restaurants, churches, and limousine companies have been adversely affected by this inadvertent law change. Insurance has become unaffordable and has forced some businesses to close, significantly increase their prices, or no longer offer transportation services. To remedy this situation, while ensuring adequate coverage remains in place, we worked with Representative Felzkowski and Senator Petrowski to find a suitable middle ground. The table below represents the proposed minimum requirements for intrastate travel:
minimum requirements in May 2016. The minimum requirements prior to 2016 were:
the Assembly Committee on Transportation held a public hearing on the AB 546. IIAW CEO, Matt Banaszynski, Dave Burkhart, Managing Partner of Advisor Net and Tom Delahunt, VP Schueller/Harrington & Associates all testified in support of the legislation. Thanks to Dave and Tom’s efforts, AB 546 was voted out of the Committee on Transportation and now heads to the full Assembly to be taken up and voted on. Later this year or early next year it will be taken up in the Senate The IIAW is hopeful this legislation will pass both the Assembly and Senate and will be signed into law early next year! Stay tuned…
PASSENGER CAPACITY
ONE PASSENGER
ALL PASSENGERS
PROPERTY DAMAGE
7 or less
$100,000
$300,000
$50,000
8 to 12
$100,000
$350,000
$50,000
13 to 20
$100,000
$400,000
$50,000
21 to 30
$100,000
$450,000
$50,000
31 and over
$100,000
$500,000
$50,000
SEATING CAPACITY 15 or less, including driver
$500,000 combined single limit
16 or more, including driver
$1,000,000 combined single limit
Legislation was introduced on October 19, 2017. On October 24th
The new current minimum requirements are:
SEATING CAPACITY 15 or less, including driver
$1,500,000 combined single limit
16 or more, including driver
$5,000,000 combined single limit
Regardless of seating, vehicles weighing 10,000 lbs. or less
$300,000
WISCONSIN INDEPENDENT AGENT
> Matt Banaszynski is the Executive Vice President of the Independent Insurance Agents of Wisconsin. Contact him at matt@iiaw.com.
DECEMBER 2017 | 5
2018
REGISTRATION INFORMATION Your annual convention registration options are below. Option A F ull Registration, both Tuesday and Wednesday Early bird pricing: Member: $209 Non-Members: $249 After February 28: Member: $249 Non-Members: $299 Option B Full Registration, Spouse $149 Option C T uesday Only Member: $169 Non-Members: $209 Option D W ednesday Only Member: $189 Non-Members: $229 Group reservations of 6 or more receive a 10% discount. This applies to full registrations only. For complete descriptions, please go to IIAWConvention.com. Cancellations received by April 6 will be refunded less a $20 processing fee. No refunds will be given for cancellations received after April 6. Attire is business casual for all convention events. Questions? Please Please call the IIAW at (800) 362-7441 or (608) 256-4429. Refer to IIAWConvention.com and our e-brochure for the latest convention information and expanded details of each session.
HOTEL INFORMATION All All convention events take place at the Madison Marriott West. 1313 John Q Hammons Dr. Middleton, WI 53562 Phone: (608) 831-2000. Rooms in our reserved room block are available at the price of $145/night for May 8 & 9. The last date to receive the room block, discounted rate is April 16th, 2018. Additional rooms for May 8 & 9 can be reserved at the Comfort Suites. 1253 John Q. Hammons Dr., Madison, WI, 53717 Phone: (520) 257-3116. Please indicate that you are attending the IIAW Annual Convention to ensure the group rate. The hotel reservation deadline is April 15, 2018.
EXHIBITOR INFORMATION Exhibitor registration fees are as follows: Early bird pricing: M ember registration: $850 Non-member: $950 After Feb. 28: Member registration: $900 Non-member: $1000 For complete details and to register as an exhibitor, please visit IIAWConvention.com. Exhibitor fees include 2 Registrations to the entire Convention.
FEATURED SPEAKERS BLAKE MORGAN is a Customer Experience Futurist. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and the American Marketing Association. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues. Her work has been endorsed by the CEO of 1-800 Flowers Chris McCann, the CEO of ACE Hardware John Venhuizen, Claire Burns, Chief Customer Officer, MetLife, Darren Pleasance, Managing Director, Global Customer Acquisitions, Google, Andreas von der Heydt, Director of Kindle, Amazon, James Staten, Chief Strategist, Microsoft Cloud, Zoher Karu, Chief Data Officer, ebay, Pete Blackshaw, Global Head of Digital and Social Media, Nestle, Vala Afshar, Chief Digital Evangelist, Salesforce, and Nova Spivack, Entrepreneur, Investor, Grandson of Peter Drucker. In addition Blake is the host of The Modern Customer Podcast where she’s interviewed the CEO of AT&T Mobility, the CMO of Xerox, and the President of FedEx Express Canada. She is also the host of a weekly customer experience video series on YouTube called Blake’s Take.
DOUG LIPP Build the Culture. Live the Culture. Differentiate! Candid. Passionate. Relevant. Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it. Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history. Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture. Consistently ranked as one of the best presenters every time he speaks, Doug painstakingly researches and customizes each of his presentations and workshops.
MARCUS SHERIDAN Called a “web marketing guru” by the New York Times, the story of how Marcus was able to save his swimming pool company, River Pools, from the economic crash of 2008 has been featured in multiple books, publications, and university case studies around the world – and is also the inspiration for his latest book, “They Ask, You Answer,” which was dubbed the #1 marketing book to read in 2017 by Mashable and one of “11 Marketing Books Every CMO Should Read” by Forbes. Known for his incredibly unique ability to excite, engage and motivate live audience, Sheridan has become a highly sought-after international keynote speaker and consultant in the digital sales and marketing space and is, according to Forbes, 1 of 20 “Speakers You Don’t Want to Miss.” As founder and president of The Sales Lion, he also works with hundreds of businesses, helping them to become the most trusted voice in their industry while navigating the ultra-fast rate of change occurring within consumers and buyers today.
TUESDAY, May 8 9:00 – 11:00 AM
IIAW BOARD MEETING
11:30 AM
CONVENTION REGISTRATION OPENS
12:30 PM – 2:00 PM
CE SESSION E&O Mock Trial (2 CE) Speaker: Mallory Cornell & Josh Johanningmeier
12:30 PM – 2:00 PM
INNOVATION SEMINAR- What does Omni-channel Servicing mean to the Independent Agent Speaker: Auto-Technology Committee
2:00 – 2:15 PM
Networking Break
2:15 – 3:45 PM
CE SESSION- Data Breach (2 CE) Speaker: Burns & Wilcox
2:15 – 4:45 PM
CE SESSION- Ethics (3 CE) Speaker: Brian Sorge, WPS Insurance
4:00 – 4:45 PM
TO BE ANNOUNCED Speaker: TBD
5:15 – 5:45 PM
Business Meeting
5:45 – 6:30 PM
Networking Break
6:30 – 9:00 PM
AWARDS RECEPTION AND ENTERTAINMENT Heavy hors d’oeuvres and cocktails. (All attendees encouraged to attend)
2018
WEDNESDAY, May 9 7:15 AM
CONVENTION REGISTRATION OPENS Light Breakfast Buffett (outside rooms to take into classroom)
8 AM – 8:50 AM
CE SESSION- Employment Agreements for an Independent Insurance Agency (1 CE) Speaker: Josh Johanningmeier, Godfrey & Kahn
8 AM – 8:50 AM
CE SESSION- Prepare for the New Mandatory Cyber Security Regulations (1 CE) Speaker: Matt Banaszynski & Mallory Cornell, IIAW
8 AM – 8:50 AM
CE SESSION Affordable Care Act Update- (1 CE) Speaker: Dave Grunke
9:00 AM – 9:15 AM
WELCOME REMARKS IIAW President, Lise Meyer Kobussen & IIAW CEO, Matt Banaszynski
9:15 AM 10:00 AM
A Simplified Approach to Shaping Customer Experience with Technology Speaker: Blake Morgan When you think of customer experience technology does your mind start spinning? There’s a lot of technology out there, so how do you decipher what will actually help your company? Most of us are familiar with a traditional CRM, but what critical components of your customer program do you need beyond that? There’s a lot of buzzwords being thrown around: digital transformation, machine learning, automation, artificial intelligence, IoT…it’s all so overwhelming! In this workshop we simplify what an ideal technology stack looks like and how you can get it without draining your company of all resources. In this session we’ll give you a completely unbiased view of what the critical components of a customer experience technology program should be. You will learn: a Examples of technology that delivers great cx a Taking the scary out of technology a Making the business case for technology within your company a Innovating with IT in your business a Practical approaches for amazing ROI on tech oriented CX projects
10:00 AM 10:15 AM
Networking Break
10:15 AM – 11:00 AM
The Magic of Exceptional Customer Service Speaker: Doug Lipp How has Disney managed to keep its employees and customers so fiercely devoted to the brand? How has it managed to continually top the charts as one of the world’s most loved brands? How can you learn from its practices to catapult your organization’s service strategies to even higher levels? Learn the four components that are at the heart of Disney University: Innovate. Support. Educate. Entertain. Discover how legendary service is a delicate balance between art and science. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence must be ingrained throughout your culture. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service culture to differentiate themselves from competitors.
11:00 AM – 11:45 AM
Leadership and Service Magic- Innovation, Transformation and Growth Workshop Speaker: Doug Lipp Leaders build the culture, live the culture, and reinforce the culture every single day. Leadership has always set the tone within an organization, but today there’s growing consensus that a winning, sustainable culture is only achieved when it is ‘actively’ steeped throughout the entire organization. In this workshop Doug will help you Innovate, transform and grow your agency!
11:45 PM – 12:45 PM
LUNCH BUFFET & NETWORKING BREAK
1:00 PM – 1:45 PM
The Digital Seller: How to Make the Internet Your Best Friend and Dramatically Increase Sales Success Speaker: Marcus Sheridan We’ve all heard about the “digital consumer,” but what about the “digital seller?” Studies have shown that over 70% of the buying decision today is made BEFORE someone actually talks to a sales person. This shift has had a dramatic impact on Sales Teams around the globe, and few have managed to properly adjust to this change in where the sales cycle actually starts. In this talk, Marcus Sheridan will explain exactly what Sales Teams must do in order to embrace the new way consumers buy and ultimately become “digital sellers” in the process.
2:00 PM – 3:00 PM
CEO PANEL (1 CE) Featuring Progressive, West Bend Mutual Insurance & Burns & Wilcox
3:15 PM – 5:45 PM
CONVENTION SHOWCASE & NETWORKING
6:00 PM – 9:00 PM
COMPANY HOSPITALITY & ENTERTAINING
9:00 PM – 12:00 AM
INSURCON BASH - BIG ANNOUNCEMENT COMING SOON * More details will be forth coming. Details above are tentative and subject to change. CE credits are in the process of being filed and we will update the information once they have been approved.
Visit IIAWConvention.com for complete details
What’s New?
What’s Not?
Now a billion dollar company . . . and still growing! (Sales passed the mark in 2016.)
Secure financial strength that comes from being a member of the Berkshire Hathaway family.
Nationwide geographical scope.
Our A+ (”Superior”) A.M. Best Company Rating.
An increasingly robust product suite that features Workers’ Compensation, Businessowner’s Policy, Commercial Auto, Umbrella, and Professional Liability coverage.
Average annual growth in premium in excess of 25% per year for the past five.
Broader appetite for select risks (including Total Insured Property Values as high as $50 million for certain industries and risks).
Ongoing product and service enhancements to win renewals and keep a high retention ratio.
Our focus on being data-driven and using business intelligence to gain a competitive edge.
Higher A.M. Best financial size (i.e., “X”).
A superior combined ratio that (according to A.M. Best) outperforms our peers.
Enhanced infrastructure to support growth.
Our commitment to distribution through independent agents!
Balancing Change with Continuity! ST
W RO T
Berkshire Hathaway
GUARD
Insurance Companies
We have agency appointments available.
ILIT Y AB
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OPEN DOOR POLICY Emerging Leaders from IIAW, HNI, Robertson Ryan, Ansay & Associates, R&R Insurance, Diversified Insurance Solutions, Johnson Insurance, American Advantage, Neckerman Insurance, Leitch Insurance, Meyer Agency, Burns & Wilcox, AAA, Philadelphia Insurance Company participated in the two and half day simulation.
TRAINING THE FUTURE LEADERS OF THE INSURANCE INDUSTRY
Recently, the IIAW partnered with PriSim to provide our Emerging Committee Leaders with the opportunity to participate in one of the industry’s most unique educational experiences- A 2.5 Day Agency/Carrier Simulation. PriSim delivers a hands-on learning experience unlike any other. The unique curriculum, coupled with the Insurance Business Simulation, left our Association’s emerging leaders feeling empowered and better equipped to apply proven business and financial strategies and concepts to insurance operations. It is by far the most highly rated educational experience we have ever delivered as an association. Don’t just take my word for it. Here are a few of the stealer testimonials. “The IIAW gave me a great opportunity to participate in the Prisim Business War Games Insurance Challenge. The challenge provided a simulation of real world situations that I wouldn’t have been able to experience without 30+ years in the industry and working at a carrier and agency simultaneously. The simulation also gave me a new perspective on the tough decisions leaders of carriers and agencies make on a daily basis. Plus, the friendly competition against my peers was an added bonus!” Dan Lau, Manager – Insurance Placement Robertson Ryan & Associates “Awesome, the fact that you can compete with your peers on both sides of the coin (agency/ company). It’s eye opening to see what balance it takes to ensure all entities stay profitable and continue to grow; even if that means taking risks early on. Short term sacrifices for long term gains, being able to put just a few of these tactics in to motion gives you a taste of reality. Great use of our time and efforts, would strongly recommend!” Rob Gudates, Marketing Representative - Wisconsin/UP Michigan, Philadelphia Insurance Company
this by developing and conducting live seminars that combine computerized business simulations with classroom lectures, exercises, and discussions. PriSim® is the leader in business simulations for the insurance industry. We have simulations and courses that are specifically built for both Carriers and Agencies/Brokers (independent or exclusive). PriSim’s insurance courses have been conducted for many top insurance companies world-wide.
> Carrier Management including carrier appointments, competencies, coverages, commissions, and contingents > Customer Management including servicelevels, staff training, producer compensation, and advertising/targeting > Source Management and analysis by customer type, source demand, lead generation, pipeline efficiency, channel coverage, and by “hit-ratio” from each source
The Process Over a period of several days, participants will be introduced to the fundamental business tools needed to achieve long-term profitability and competitive advantage. Participants will be challenged to apply these tools in a computer-simulated environment (either a Carrier or a Brokerage) where their performance will be evaluated by a marketplace that has been created by competing teams. Over a period of several simulated years, teams will be challenged to manage their business and compete for customers, market share, and profitability. At the end of each decision period, teams receive performance feedback in the form of financial and industry reports. Participants will learn how to use these performance barometers to grow the business and improve bottom-line performance.
Agency/Brokerage/Carrier Challenge: Agency-specific dynamics and decisions
> Financial Management including P&L, balance sheet, accounts receivable management, working capital, and float > Product Development and Management: rate, coverages, value-added service levels, marketing > Customer Analysis: customer sensitivities and growth rates > Underwriting: underwriting activities, agency commissions/GSC, reinsurance > Customer Service and Claims: service levels, claims payment speed, claims payment approach > Financial Statement Analysis including profitability, expenses, invested assets, deferred policy acquisition costs, claims, surplus
This simulation was geared toward both Independent Agents and Independent Insurance Carriers. The simulation focused on the following:
> Financial Ratio Analysis including reserves, loss ratio, underwriting expense ratio, combined ratio, return on equity, premiums to surplus, return on sales
> Staffing and Sales Management including skills development, producer activity analysis, new-hires, and experienced hires
If you or someone in your agency is interested in participating in this one of a kind, hands-on learning experience, contact me today at Matt@ IIAW.com. Spots are filling up fast.
Who is PriSim? At PriSim Business War Games our goal is to help clients improve their decisionmakers’ business acumen, strategic thinking, leadership, and financial skills. We accomplish WISCONSIN INDEPENDENT AGENT
DECEMBER 2017 | 9
ASSOCIATION LEADERSHIP
2017-18 IIAW BOARD MEMBERS CHRIS COSTAKIS, SECRETARY/TREASURER Chris Costakis is the Vice President of Operations at AVID Risk Solutions, Inc. His responsibilities include but are not limited to the daily operations, automation and client service for the agency. Chris has over 25 years of experience. He began his career in insurance as an account executive and quickly moved into management roles. Prior to joining AVID Risk, he was with The Murphy Insurance Group in Waunakee, WI for 14 years in a similar role. He led several different initiatives which improved both customer relations and retention thru strategic diplomacy and proficiency with active listening. At AVID Risk Solutions, Inc. he provides the agency with leadership, strategic planning, customer service, management and automation experience. He is results focused with a consistent history of creating high-quality customer experiences, while improving business processes and company financials. He is known for being able to rapidly evaluate a wide range of business challenges and to then efficiently implement the necessary change for improvement. Chris has served on the Independent Insurance Agents Board of Directors and has been on the Automation Committee for over 15 years. On a personal note, he enjoys time and travel with his family. Q&A with Chris Costakis What do you hope to accomplish while on the IIAW Board of Directors? Or hope to help the IIAW accomplish. There will be many changes in the future for independent agencies by consolidations and sales to individuals that want to take the leap of ownership. Bringing value adds services to these new entities and individuals will help our association continue to be strong today and into the future. I hope my role on the board is to be able to listen, offer advice and assist in any way possible to continue the success. What do you see as the biggest challenge and opportunity facing the IA channel currently or in the future? There have been many challenges an Independent Agent has faced dealing with direct writers that we have succeeded in many ways. Now and into the future with the millennial population we are faced with their need of immediate response and satisfaction using automation. Direct writers along with independent agencies have created apps or websites that can provide this within minutes. We know our value compared to an app or a web site is the human interaction, being able to explain why and where coverages are needed vs. click a few boxes and get the lowest rate. This will depend on how we drive the message across to our clients and prospects. We will need to use some of the same tools that are being shown today and in many cases as we do now by word of mouth.
CHAD TISONIK, BOARD MEMBER As a performance-driven Risk Advisor, Chad works with ambitious leaders to reduce insurance dependency and break-free. He has over 25 years’ experience working with companies on their Risk Management Strategy resulting in de-risking their business and bringing clarity to their operations. He is responsible for growth and profit and fills the sales leadership role as well as other operational duties at HNI. He is certified in Comprehensive Practice by the Board of Certified Safety Professionals (by examinations) and is a Certified Hazard Control Manager – Master Level. He is an active volunteer board member of the Wisconsin Manufacturers and Commerce, Wisconsin Safety Council (past Chair) and IIAW where he serves on the carrier relations committee. Q&A With Chad Tisonik What do you hope to accomplish while on the IIAW Board of Directors? Or hope to help the IIAW accomplish. I want to build a stronger bond between the association and its members. There are so many unique business models out there and we can all learn and grow by sharing what works. We all have the same issues so why don’t we solve them together? The future of our industry depends on it! I also value the close relationships with other agency principals, idea sharing and the great opportunities to kick ideas around and get feedback while still being friendly competitors. IIA members adhere to strict ethical standards and I’m so proud to be associated with this group. What do you see as the biggest challenge and opportunity facing the IA channel currently or in the future? 2 things that are both challenges and opportunities!: 1) Talent – We have a people problem and need to do a better job with talent attraction to our industry. This gap, if not addressed will cause many firms to merge or sell. 2) Technology – We are all at different levels but one thing is clear. Those that don’t adapt will become extinct. Insurance sales as a stand-alone strategy has a target on its back. Any life advice or favorite quote? Hard skills will only take you so far – My dad taught me to persevere, to compete to win and to include quality in everything I do. My mom taught kindness, positivity, compassion, to listen and empathy. Soft skills (or lack thereof) will make or break a leader.
A book that you recommend people read Don’t Sweat the Small Stuff Richard Carlson, Ph.d.
A book that you recommend people read Well Being – The Five Essential Elements – If one isn’t “well” in the five aspects of wellbeing (career, social, financial, physical, community), one may not be living their best life. As leaders, we need to give the world our best self. We need to encourage our teams to get better, to learn, to grow, to be more whole. When we do this, we create more engaging workplaces, hire better talent and become an employer of choice.
(non-insurance) Prediction for 2018 Green Bay Packers win the Super Bowl
(non-insurance) Prediction for 2018. For the first time in history, the Packers, Brewers and Bucks
Any life advice or favorite quote? “Change is the law of life. And those who look only to the past or present are certain to miss the future.” - John F. Kennedy
10 | DECEMBER 2016
WISCONSIN INDEPENDENT AGENT
The 2016-17 Independent Insurance Agents of Wisconsin Board of Directors. Front row (L to R): Darel Zaleski, Jack Reisch, President Lise Meyer, President-elect Jason Bott, Chad Tisonik, Chairman Matt Weimer. Back Rom (L to R): Marc Petersen, Ryan Waite, all earn playoff berths in the same year. Bonus Prediction: Matt Banaszynski is signed to a one year contract as Aaron Ripkowski’s back up.
RYAN WAITE, BOARD MEMBER A native of Madison, Ryan graduated from the University of WisconsinMadison with a degree in Psychology and minors in Business and Criminal Justice. He started his career as a retirement plan manager at Kelly Financial in Madison. Ryan joined Neckerman Insurance Services in 2010, specializing in business and personal insurance. He has earned the Certified Risk Manager (CRM) and Certified Insurance Counselor (CIC) designations which are nationally recognized as important credentials for insurance agents, benefiting his agency and clients. He is now pursuing the new Certified Personal Risk Manager (CPRM) designation to further serve his high net worth personal insurance clients. Ryan is an active part of the Madison community, currently serving on the Board of Directors of CATCH (Community Around The Children’s Hospital), the Board of Directors of IIAW (Independent Insurance Agents of Wisconsin) and the IIAW Emerging Leaders Committee. In addition, he has sat on committees with the Middleton Chamber of Commerce, 4 years on the Board of Dane Buy Local, and is also a member of Downtown Madison, Inc., Wisconsin Technology Council, Atlas Providers and Madison Area Connectors. In his free time, Ryan enjoys spending time with his family (wife and two young daughters), attending Wisconsin sporting events, traveling and playing sports. Ryan ran his first—and only, according to him—marathon in October of 2013, the Chicago Marathon. Q&A With Ryan Waite What do you hope to accomplish while on the IIAW Board of Directors? Or hope to help the IIAW accomplish. The insurance landscape is changing. Matt B. is at the forefront and is giving us all of the tools we need to make sure the independent agents of Wisconsin can be ahead of the curve. As one of the younger members of the Board of Directors, I hope my input can WISCONSIN INDEPENDENT AGENT
Secretary/Treasurer Chris Costakis, State National Director Steve Leitch, Pam Uptadel. Not Pictured: Mike Ansay, Ryan McClone and Cindy Burns.
give a different viewpoint. I’d like to help the IIAW move quickly on important changes necessary to continue moving in the right direction. What do you see as the biggest challenge and opportunity facing the IA channel currently or in the future? I see two main challenges that can also be seen as opportunities. The first would be industry disruptors. The InsurTech momentum is building and as we’ve seen in other industries (movie rental, taxis, etc.), a takeover can happen in the blink of an eye if that industry remains stagnant and doesn’t keep up with the new purchasing habits of the younger buyers. The other challenge is the work culture within many agencies and carriers. Work-life balance, flexibility, work from home opportunities, volunteer days, nap pods, office gyms, personal & professional growth opportunities, unlimited vacation, good maternity & paternity leave; there are so many ways to bring in talented employees and get them to stay. But if you choose not to make changes because “that’s how things have always been” you will likely have high turnover rates and the long-term outlook isn’t promising. Matt B. presented the stats on the advanced average age of agency owners at the IIAW Fall Planning event, which may have something to do with the slow adoption rate of bettering work culture. Any life advice or favorite quote? Business quote: “Success at the cost of happiness is not success” Life quote: “Collect moments, not things” A book that you recommend people read The Go-Giver (non-insurance) Prediction for 2018. The Eufy RoboVac 11 will take the world by storm in Milwaukee. In 2006, he joined the family business to open the agency’s Milwaukee branch office. Five years later, Ryan joined McClone’s executive team in his current role. With 20 years of industry experience as a leader, Ryan is an excellent addition to our Board of Directors. “I would like to work with the rest of the board to continue to bring innovative and impactful resources to the membership.”
DECEMBER 2016 | 11
TECHNOLOGY
AN UPDATE ON THE OPTIMUM SETUP FOR MULTIPLE MONITORS IN YOUR OFFICE
I began suggesting that every insurance agency should add multiple monitors to their desktops over 15 years ago. I could see blank stares from the people in the audience. “Why would we do that?” I no longer need to convince agency owners of the wisdom of having multiple monitors on every desk. Today, the questions I receive revolve around finetuning the setup, and how many and what type of monitors is optimum. Following are some of the questions I receive and my opinion on what might be best for your particular situation, or your office. My disclaimer is that your final decision on how to best set up your desk is ultimately your decision based on your personal preference and what will work best for you.
TECHNOLOGY
How Many Monitors? There’s no question in my mind that every desk in your office should have a minimum of two monitors. In addition to desktop computers, any laptop docking stations that you might have set up for temporary employees should have a minimum of two screens. Most laptops sold in the last 18 months have the internal capability of attaching up to three monitors. A docking station simply makes this much easier to accomplish. I have heard from many agency staff that they have moved from 2 to 3 monitors on their desk. This certainly makes sense for high-transaction positions — typically personal lines and small commercial. These positions often have the need to access multiple carrier websites simultaneously. The additional monitor just makes this that much easier. A word of caution: I hear many staff say that one of the monitors has Outlook open on it all the time. I think this is a mistake. I do not have time nor space in this newsletter to go into my email
12 | DECEMBER 2017
management, but know this: email is already a major distraction and having it visible to you all the time just adds to the problem.
One Big Monitor or Multiple Monitors? The cost of computer monitors has dropped dramatically. So, should you buy one large wide monitor instead of the two or three traditional computer monitors? Is there any inherent advantage of one large monitor over multiple smaller monitors? Unfortunately, the answer is, “it depends.” I do not like the one large, wide monitor setup. Most people are very comfortable working in Microsoft Windows, and for power users it will take them more time to size, resize, and move open windows around the single wide desktop for maximum efficiency. Also, once program windows are set the way you like them, your desktop will remember those same positions in the future, cutting down the amount of time you need to set up your desktop to work the way you want. So the advantage of a multiple monitor setup is that when you maximize a window, it is maximized to the particular monitor where it appears. On a large monitor, the window would maximize to the whole monitor, not necessarily the behavior you would want. Desk space might be an issue when you have a three or more monitor setup.
Multiple Monitors and Stands Monitor stands help to better manage the amount of space required on a desktop. Typically, monitor stands have one upright
stand with a horizontal arm where the monitors are mounted. This allows the user to have access to most of the desktop underneath the monitors for additional workspace. Another option is to have a cube (or over/under) monitor setup. I do not especially like this setup because I think the ergonomics of needing to look up at the top monitors may become uncomfortable over time. However, the individual’s personal preference should be taken into account.
Document Viewing Monitor Another less common option is to use the third or fourth screen as a document display monitor. You can accomplish this by rotating the monitor into a portrait position. The aspect ratio of an 8.5 x 11 piece of paper will fit perfectly to the monitor assuring electronic documents can be more easily viewed and read. For example, this monitor setup would allow you to see a full page of the document at one time so you do not have to scroll up and down to read the full document. It is also likely that the page will be larger than life-size, also making it easier to understand. Most agency staff spends hours in front of a computer monitor. Taking some of the suggested steps to enhance the setup of computer monitors further will help improve productivity and, at the same time, reduce ergonomic strains and problems. This is a win for employees and management. > Steve Anderson provides information to insurance agents about how they can use technology to increase revenue and/or reduce expenses. He speaks professionally to hundreds of agents each year on the future of technology, the social web, and how insurance agencies can establish their Internet presence.
WISCONSIN INDEPENDENT AGENT
TECHNOLOGY
THE AGENT OF THE (DIGITAL) FUTURE The direct channel has a major impact on the distribution landscape, as customers become the focal point for every transaction and sale. More agents consider the market shift toward online or direct sales a major constraint in the growth of their business. EY recently surveyed 530 P&C and life insurance agents to better understand trends, growth strategies and ways in which engagement rules have changed. They were asked about carrier selection, support and perceived value, as well as future growth engines and how they see their role as agents evolving in three to five years. Four key themes emerged from this survey.
1. The threat of direct-to-consumer and digital business models is driving insurance agents’ desire to use digital and social sales tools. Agents are concerned with how they fit into the trend of more direct-to-consumer and online insurance models. Most view the market shift to direct-to-consumer and online channels as the major constraint in the growth of their business going forward. Inadequate products, investment in analytics, administration and automation, and speed and quality of access to customer or policy data also are constraining growth.
TECHNOLOGY
Agent perceptions of carriers While carriers begin to explore alternative distribution platforms, agents still believe they add value and want to be actively engaged with the customer. Survey findings reveal that agents who sell commercial insurance understand the most about how they fit into their carrier’s strategy, while those who sell personal lines and life insurance understand the least.
customer and agent experiences, which, in turn, will drive agent loyalty. Today, 90% of agents tap into multiple carriers, which is forcing insurance providers to rethink their value proposition and ability to differentiate. Personal P&C agents are more likely to have two to five most-favored carriers, while those in commercial lines tend to favor one or two carriers for each product. Only 12% have one primary alliance carrier. Agents need support from carriers When asked what carriers could do to ease the operational burden on an agency, respondents universally identified better communication, improved customer service and underwriting. Agents think simplicity is the key for carriers to improve the customer experience. Across product types, agents have different opinions of what carriers can do to improve their responsiveness to customer service or claims; 45% want fewer forms and less paperwork, while 35% propose simpler products and better customer online tools. Better sales tools, technology and analytics Life agents are more focused on systems that support new leads and better underwriting, representing an opportunity for improvement. While 65% of commercial and P&C agents rate current tools as very good or good, only 45% of life agents rank them as such. The larger the agency, the higher the quality rating.
Growth is a major concern The landscape of consumers is rapidly evolving from “traditionalists” to “technologists.” Millennials are the largest customer group in history — and a target growth area for most industries, including insurance. Agents indicated that they need different tools and products to meet their needs and to capture this growth. Agents currently value basic functionality (e.g., operations and sales); however, the agent of the future will be concerned more with digital capabilities and tools. Quality of tools plays a large factor in the decision-making process.
2. Agents expect carriers to enable simple 14 | DECEMBER 2017
3. The agent of the future is looking for innovative, customized products to meet changing market and customer demands. Innovation will require product change Product innovation will be a key driving factor behind the agent of the future’s expanded basket of products. All agents place significant value on innovation that facilitates new business. Nearly half of commercial agents perceive technology that automatically identifies potential opportunities within their existing book of business as highly important. The majority of agents believe that carriers could be more WISCONSIN INDEPENDENT AGENT
TECHNOLOGY innovative by producing more simplified products that require less explanation and better address the needs of millennials. Only one third view the needs of Gen-X’ers and baby boomers as the type of product innovation that will help them grow their business.
servicing to focus on sales and growth. Across all product types, nearly half of agents view increased customization as one of the main product changes to address future needs. In line with customization, 40% of agents view the ability to provide many available features to address a wide set of needs as key to meeting evolving market demand.
Wearables and new technology present opportunities Improving the agent experience Technology is viewed as an important factor in addressing the needs of a new generation of agents – and adding millennials to the salesforce will better cater to that market. As millennials continue to represent more market share, almost 40% of agents question their preparedness to meet the needs of the next generation.
4. Agents see close collaboration with carriers as driving growth.
Strengthening current customer relationships and achieving customercentricity in core operations have become strategic imperatives. As consumers embrace digital and other emerging technologies, insurers must rethink their distribution strategies, agency interactions and partner relationships.
Conclusion
Agents want to be more involved in the underwriting process. They agree that carriers could improve underwriting interaction by allowing more access to underwriters, enabling agents to work with the same underwriters and shifting underwriters’ transactional role to a relationship-focused engineer of customer solutions.
Listening to the “voice of the agent” can help carriers provide a deeper, more robust experience and support them to rethink their commitment to the agency system. A collaborative process will allow carriers and agents to interact and strengthen their relationship. Our survey supports the concept that insurers and the agent of the future will be stronger by working together.
Agents seek closer working relationships with carriers The majority of agents are open to the idea of reducing their role in
> Melanie Henderson is an executive director in the advisory services practice of EY and the FSO strategy deputy leader. She has more than 20 years of consulting experience providing business strategy, capability development and process improvements to financial services clients.
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8/26/2016 2:29:22 PM
MARKETING
LOOKING FOR A COOL TOOL TO MAKE YOUR COMPANY PROFITABLE? HAVE YOU CONSIDERED FACEBOOK LIVE? Ready for your close-up? Facebook Live can be a promotional game-changer, one capable of altering the fortunes of yours or any other business willing to hit the “Go Live” button. By 2019, WordStream predicts, video offerings like Facebook Live will account for 80 percent of internet traffic, while Research and Markets estimates that in just over three years, the
course not, but tons of people go live without sharing their intentions with a soul outside the office. Give potential viewers the logistical specifics of your Facebook Live stream.
being imaginative, informative and engaging, the chef caught and held viewers’ attention. Plus, fans left the Facebook Live experience knowing how to make a signature dish.
industry itself may be worth more than $70 billion. However, Facebook Live -- which lives on a platform users visit an average of 14 times daily -- isn’t as quick a fix as those numbers may make it sound. To keep users locked in and build the kind of constant viewership that can be monetized, you need to organically build Facebook Live into your social and overall marketing outlook. You need to make it a useful and convenient resource for viewers. Otherwise, you’ll fall short of its power and purpose.
Send out emails, post social blurbs and highlight your start time anywhere and everywhere. Build anticipation with focused event descriptions that draw in viewers before they even watch. Gaming site Bluehole hosts a weekly Facebook Live event targeted at hardcore gamers in search of inside scoops. It offers a rare chance for viewers to get more value from the games they play and plan to try. Plus, its weekly cadence allows the platform to build a loyal, informed audience.
Don’t pull a bait-and-switch on your viewers. Give them focused, detailed descriptions of what they’re going to watch. These descriptions usually yield the kind of user who will come back for your next Facebook Live event -- and the one after.
Get it right on the first take. Many companies -- ours included -- jumped on the Facebook Live bandwagon when it took off in 2016. That’s not surprising, when you consider an Animoto study that said that25 percent of customers pass over companies with no video strategy. Besides, it’s thrilling for marketers to be able to get deeper into users’ news feeds and encourage cross-pollination of sharing and ideas. Some early events tanked for us, especially ones led by uninspired speakers prattling on banally instead of handing out teachable, novel concepts in an intriguing manner. Events that were successful, on the other hand, used vibrant presenters creating deep connections, palpable buzz and viewer interaction with their messages. Suddenly, users felt urgency and a sense of being in the know, rather than just inhabiting the role of mere observers. To encourage your own fantastic feedback and strong consumer-presenter relationships, focus on these four must-dos: 1. SELL VIEWERS BEFORE THE EVENT. Would you give a TED Talk without promoting it? Of WISCONSIN INDEPENDENT AGENT
2. GO LIVE INSTANTLY -- DON’T WAIT FOR PEOPLE TO ARRIVE. According to Facebook, Facebook Live users hang out three times longer on videos with real-time presenters. Hop on the stream immediately, even if there aren’t any viewers on the app yet. Start strong and end strong to give viewers a truly professional, yet human, touch. Put passionate, knowledgeable speakers on to start, and make sure that standard is upheld throughout the event. Even if someone jumps in halfway through, you can knock viewers’ socks off, ensuring they’ll go back to hear the beginning of the video. Related: The ABCs of Facebook Live Video and Why You Need to Get Started Now 3. REMEMBER THAT TRUTHFUL TEASERS TURN PROFITS. When chef Marcela Valladolid created a special dish during a Facebook Live event for Food & Wine magazine, it was a huge hit. It also gave her a chance to plug her upcoming cookbook. Had Valladolid merely offered a Facebook Live presentation about her cookbook, viewers probably would have given her one star. But by
Related: The Unsung Hero of Authentic Communication? Facebook Live. 4. BRING VIEWERS INTO THE FUN. Why do people love karaoke? Because it allows them to become part of the action and have their moment in the spotlight. Use your Facebook Live video to engage commenters and make them a core part of the show. Facebook estimates that most live videos get 10 times the number of comments that prerecorded videos earn. Think like a broadcaster and interact on the spot, using viewers’ names and acknowledging their contributions. Depending upon attendance, you may or may not be able to talk to everyone, but you can at least turn the live stream into an inclusive, unique and shareable event. Facebook Live has changed the playing field, but startups and behemoths are at the same level; this means it’s anyone’s game. Hit your next Facebook Live experience out of the park with a planning effort from the start. Put together a purposeful Facebook Live strategy that pulls in viewers, educates them and leaves them raring to click that “Go Live” button for future events. > Marcus Sheridan, who’s been dubbed a “web marketing guru” by the New York Times, is the founder and president of The Sales Lion and author of They Ask, You Answer. He is also a speaker, a voice in digital marketing and consultant to brands and companies trying to make a mark in their respective spaces. Marcus will be presenting at the IIAW Convention in May!
DECEMBER 2017 | 17
2018 PRELICENSING CLASS SCHEDULE Conducted at State Association Headquarters, IIAW prelicensing classes fulfill the study requirements for life, health, property and casualty. Full course materials — not just an outline — are included with registration. The classes are:
REGISTER AT IIAW.COM 2018 CLASS DATES
LIFE & ACCIDENT/HEALTH January 8-11 February 5-8 March 5-8 April 9-12 May 14-17 June 4-7 July 9-12
PROPERTY & CASUALTY January 22-25 February 12-15 March 19-22 April 23-26 May 21-24 June 18-21 July 23-26
August 6-9 September 10-13 October 8-11 November 5-8
August 20-23 September 24-27 October 22-25 November 12-15
December 3-6
December 17-20
Designed to help you pass your state licensing examination. The quickest way to meet the Wisconsin education hours requirement. Taught by experienced insurance professionals who know the business. Conducted in a comfortable classroom with free parking. Approved by the Office of the Commissioner of Insurance.
IIAW MEMBER PRICING: $340 - Pricing given for full class registrations.
NON-MEMBER PRICING: $355
You may also take individual classes.
DAILY SCHEDULE
Life & Accident/Health
Day 1 (Monday) 8:30 a.m. - 4:00 p.m. ($85) SECTION A: Principles of Insurance & General WI Ins. Law Ethics Day 2 (Tuesday) 8:30 a.m. - 4:00 p.m. ($90) SECTION B: Life Policies, Terms & Concepts Day 3 (Wednesday a.m.) 8:30 - 11:30 a.m. ($45) SECTION B: Life Policies, cont. & WI Life Insurance Law Day 3 (Wednesday p.m.) Noon - 4:00 p.m. ($45) SECTION B: Accident & Health Policies, Terms & Concepts Day 4 (Thursday) 8:30 a.m. - 4:00 p.m. ($90) SECTION B: Accident & Health, cont. & WI Health Insurance Law
Property & Casualty
Day 1 (Monday) 8:30 a.m. - 4:00 p.m. ($85) SECTION A: Principles of Insurance & General WI Ins. Law Ethics Day 2 (Tuesday) 8:30 a.m. - 4:00 p.m. ($90) SECTION B: Property Policies, Terms & Concepts CLASS SITE/DIRECTIONS The IIAW is located at 725 John Nolen Dr. in Madison, WI. Day 3 (Wednesday a.m.) 8:30 - 11:30 a.m. ($45) When traveling south on John Nolen, it’s the last driveway SECTION B: Property Policies, cont. & WI Property Insurance Law Day 3 (Wednesday p.m.) Noon - 4:00 p.m. ($45) before Highway 12/18 (Beltline). Located near the Alliant SECTION B: Casualty Policies, Terms & Concepts Energy Center and Sheraton Hotel. Day 4 (Thursday) 8:30 a.m. - 4:00 p.m. ($90) INCLEMENT WEATHER SECTION B: Casualty Policies, cont. & WI Casualty Insurance Law If weather conditions are questionable, use your own judgment regarding your personal safety. If Madison public Please contact Kathy@IIAW.com for information about multiple registration discounts. schools are closed, the IIAW is closed and prelicensing is canceled for the day. Canceled classes are made up on The course fee includes all class materials. Materials are Friday. distributed on the first day of class. You receive: HOTEL INFORMATION • The Life & Accident/Health or Prop. & Casualty Insurance Students requiring lodging will receive a special rate at the Study Manual. Clarion Suites, 2110 Rimrock Rd. in Madison. Please call • The Intermediary’s Guide to Wisconsin Insurance Law. the hotel directly at 608.284.1234, and ask for the • The State of Wisconsin Ins. Licensing Candidate Handbook. independent insurance agent’s discount. This provides all the necessary information to obtain a license.
To register, click the Education tab on IIAW.com. For Wisconsin exam info, visit prometric.com.
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DECEMBER 2017 | 19
VIRTUAL UNIVERSITY
ASK AN EXPERT
Earlier this week, the VU was queried regarding accessibility of CLUE reports. The petitioner wants to access CLUE reports for houses being considered for purchase, but has run into a problem.
When looking to buy a home, I would like to obtain the insurance claims history of the home (even though I’m not the owner). The closest thing I can find is a CLUE report, but you must be the homeowner to obtain this report. I would like to know how to access insurance claims on any home without being the homeowner, is there any legal reason only the homeowner can request this report? CLUE (Comprehensive Loss Underwriting Exchange) reports are subject to federal law – the Fair and Accurate Credit Transactions Act of 2003 (FACT Act). The FACT Act amended the Fair Credit Reporting Act (FCRA), adding provisions intended to improve the accuracy of consumer credit-related records. Among other
CLUE. It’s the homeowner’s information, and what they do with it is up to them. Obviously, though, the seller can refuse or even redact information from the report deemed personal or irrelevant. CLUE reports include personal and policy information such as the insured’s name, date of
of the owner. Further, neither the new owner nor the carrier may be aware of mitigation activities undertaken by a prior owner to avoid future losses.) CLUE reports are a product of LexisNexis Risk Solutions, which was previously known as ChoicePoint (a spinoff of Equifax). CLUE, Inc.
provisions, this act extended several consumer protections, these include:
birth, policy number, property address, claim information (such as date of loss, type of loss and amounts paid), and a description of the property covered. The loss information on the report includes all losses the owner requested the insurance carrier to pay (all claims) whether or not claim payment was made. Up to seven years of claim information is contained in a CLUE report. If the seller has not lived in the house seven years, claims history covers only the amount of time the house was owned by the seller. The buyer is limited to the time period the seller occupied the house – unless the seller requested and received a report
is the subsidiary that maintains the insurance claims histories. CLUE reports can be ordered by the property owner by downloading the order form at https://personalreports. lexisnexis.com/pdfs/clue-order-by-mail.pdf and mailing it to CLUE, Inc. or by phone. The phone number is 866-312-8076. The completed form can be mailed to:
a Consumers were given the right to receive one free credit report per year from each of the credit reporting agencies (Equifax, Experian and TransUnion – accessible at AnnualCreditReport.com);
a The requirement that “risk-based-pricing” notices and credit scores be sent to consumers in connection with denials for or less favorable offers of credit;
a Systems that print payment card receipts must truncate personal account numbers so to avoid viewable account numbers; and
a Added provisions designed to prevent and mitigate identity theft – this includes the ability of consumers to place fraud alters in their credit files and requires secure disposal of consumer information. In 2010, certain provisions related to data security in FACTA were amended by the Red Flag Program Clarification Act (RFPCA) to clarify and narrow the meaning of “creditor.” Fact Act regulations limit accessibility of CLUE reports to insurance carriers (and some agents if authority is given by their carrier), mortgagees and the homeowner – and only for their period of ownership. No one else can order a CLUE. However, nothing in the regulation prevents a buyer or potential buyer from requiring the seller/owner, as a condition of the offer, request and provide a copy of the
CLUE, Inc. Consumer Center PO Box 105295 Atlanta, GA 30348-5295 Beyond property reports, CLUE, Inc. also
from the prior owner and still has it. manages auto reports. Again, only the homeowner can request a Only insurance companies that subscribe CLUE; and the information covers only the to CLUE are allowed to contribute loss data time period he or she has owned the house. to and access reports from CLUE. Some To provide information beyond the ownership companies choose to not subscribe to CLUE. period appears to be a violation of the FACT Act. Losses filed with nonparticipating companies Insurance carriers use CLUE reports to don’t appear on a CLUE report. underwriter and rate new client policies. If I f the insured discovers an error on the CLUE, it is a renewal, the carrier does not generally they should contact LexisNexis directly and pull the report because they already have the report the problem. LexisNexis contacts the claims history. If a company can demonstrate insurance carrier on the insureds behalf, a correlation exists between the prior owner’s requests clarification, and notifies the insured loss and the probability of a future loss to the of the results. LexisNexis has 30 days to home, they are not prohibited from using the conduct the investigation and will notify the information in the CLUE. However, some states insured of the results within five business days do limit the carrier’s use of prior experience to after completion of the investigation. If the the time that insured has owned the property. insured feels an item in the report deserves or Debates regarding insurance carrier use of requires an explanation, they are allowed to address-based reports regardless of ownership submit a personal statement that LexisNexis have long existed. (Editorial comment: Losses will add to all future CLUE reports. occurring during prior ownership should not be useable by underwriters. Too many factors > Chris Boggs, Executive Director of the Independent Insurance Agents and Brokers of America (Big “I”) Virtual University. play a part in losses, including the attitudes
The Virtual University is a Big “I” members-only resource. Many articles are based on real-life questions received by the Ask an Expert service. This service ensures that the information is current and topical. Go to www.independentagent. com/Education/VU/. You will need to login with your IIABA username and password before using the VU. The IIABA does not assume and has no responsibility for liability or damage which may result from the use of any of this information.
20 | DECEMBER 2017
WISCONSIN INDEPENDENT AGENT
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CONTINUING EDUCATION ABEN ONLINE CE CLASSES
IIAW ONLINE CE CLASSES - Continued
Certificates of Insurance – Emerging Issues and Other Stuff that May Scare You 3 CE Credits Approved Date: December 12, 2017 Location: ABEN Online – iiaw.aben.tv Time: 10:00 AM – 1:00 PM
Personal Auto Policy 3 CE Credits Approved Date: December 7, 2017 Location: IIAW Webinar – iiaw.com/events Time: 8:00 AM – 11:00 AM
IIAW ONLINE CE CLASSES Workers Compensation 3 CE Credits Approved Date: December 4, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM Farm Liability Coverages 3 CE Credits Approved Date: December 5, 2017 Location: IIAW Webinar – iiaw.com/events Time: 8:00 AM – 11:00 AM Business Income - Coverage Analysis through Claims 3 CE Credits Approved Date: December 6, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM Income After Retirement - Where Does the Money Come From? 3 CE Credits Approved Date: December 6, 2017 Location: IIAW Webinar – iiaw.com/events Time: 8:00 AM – 11:00 AM An Agent's Guide to Insuring Nonprofits 3 CE Credits Approved Date: December 7, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM
Ethics - Walking a Straight Line 3 CE Credits Approved Date: December 11, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM E&O: Roadmap to Policy Analysis - Part One 3 CE Credits Approved Date: December 12, 2017 Location: IIAW Webinar – iiaw.com/events Time: 8:00 AM – 11:00 AM E&O: Roadmap to Policy Analysis - Part Two 3 CE Credits Approved Date: December 12, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM Homeowners Hot Topics...What You Need To Know 3 CE Credits Approved Date: December 13, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM Insuring Trusts - Protecting Your Client's Wishes 3 CE Credits Approved Date: December 13, 2017 Location: IIAW Webinar – iiaw.com/events Time: 8:00 AM – 11:00 AM Additional Insureds and Certificates of Insurance 3 CE Credits Approved Date: December 14, 2017 Location: IIAW Webinar – iiaw.com/events Time: 12:00 PM – 3:00 PM
FFO W..CCO AW RM REE C ND D TTO OR O IIIIA OM M OR MO OR CLLAASSSSEESS AAN REEGGIISSTTEERR P PLLEEAASSEE G GO O TTO
AGENCY OPERATIONS
4 VALUABLE LESSONS THAT CHANGED MY BUSINESS I’ve learned many invaluable entrepreneurship lessons that have changed my business forever. To be honest, I wish I’d learned them sooner. Perhaps they’ll help you too.
1. The power of a mentor is undeniable When you start a business, I recommend finding an experienced mentor with knowledge and expertise in your field. A valuable mentor will hold you to high expectations and challenge you to your full potential. Like any first-time entrepreneur you’re bound to make mistakes. Having a trusted mentor at your side can help prevent costly business decisions. It is important to let go of your ego and listen. The best mentor is someone who is not only successful in their own business, but someone who can give you knowledge from their own experience and help steer you down the right path. My mentor, for example, taught me business values, tactics, and how important it is to take action rather than just talking about it. My mentor challenged me and I was given two weeks to sell religious bracelets, button-up shirts and perfumes with revenue of $1,700. At first I started selling the products to my family, but that well ran dry pretty quickly. Then I went to Brooklyn, New York and walked into multiple corner stores and asked storeowners and managers if they were willing to sell my items in their stores. Nothing but rejection! After hearing the same rejections over and over again I wanted to give up. I soon came to the realization that my mentor was teaching me a valuable lesson to target a specific audience with my products and services. There will be obstacles and challenges as a beginner entrepreneur. Remain true to yourself and listen to the advice your mentor gives you.
2. But first, brand yourself Branding is not just about your product or service it’s also about the person representing the company. You’ll need to stand out from your competitors. If you’re looking for investors they are going to be interested in your concept and even more so … they are investing in you. Clients are looking for more than just the service; they are looking to see if they feel comfortable and trust the person they are WISCONSIN INDEPENDENT AGENT
dealing with, especially if you’re new to the market. Make sure you are well-educated on your product and services. The more knowledge you have the more powerful you appear to your clients and customers. Meanwhile, being personable, reliable, and trustworthy will help market your products and provide excellent customer satisfaction. We live in a world that is guided by perception. Dressing for success will help you appeal to the type of clients you desire to serve. This is a form of personal branding. When you feel good about yourself you will feel more confident and confidence leads to success. This was something that came naturally to me; it was instilled in me since I was young. Growing up, I went to a Catholic school with a strict dress code and my father always made certain I was well-dressed. Having a unique sense of style helps make an impression on people. You are a brand and so is your business.
3. Market, market and then market some more You can have a million dollar idea, but if nobody knows about it, it means nothing. Driving traffic to your website and marketing your company on social media outlets will help get your brand out there. Remember it’s about targeting the right audience for your niche market. As a startup, PR is the name of the game. People need to know that your product and services exist. A few strategies I implemented to market my luxury concierge business was to get my name out there through word of mouth, social media and get featured on vendor websites to highlight my services. Word of mouth can be your best friend — especially since people tend to trust the opinions of others when it comes to their experiences with your company. This is why I believe in providing outstanding customer service and always trying to leave clients with a memorable experience. Social media is an extraordinary platform — there is tremendous business value. You can reach out to millions of people in a matter of seconds. If you know how to utilize social media and create a strong online presence to market your products or services, it will engage people and
contribute to sales growth.
4. T here is no success without sacrifice Starting a business is a 24/7 commitment that comes with many sacrifices. To be successful and grow your company there are no days off in the early-stages of a startup. For example, I start work the moment I open my eyes. There have been many nights out with friends that I had to decline along with family events that I had to miss in order to make sure my work was complete. Did I feel left out or that I was missing fun experiences with friends and family? No. Honestly, these are sacrifices that will yield a much greater reward in the future.
Work until your idols become your rivals Remember: There is someone out there working just as hard or even harder than you. You must outwork your competition. This thought alone, along with my drive and passion keeps me hungry and keeps me going. You need discipline, commitment, sacrifice, and dedication to be an entrepreneur. There may be people who won’t understand your goals or see the same vision as you. Don’t pay them any attention. I have made many mistakes and failed in certain areas, but I kept on going despite my doubts and fears. In order to move forward with your vision you need to remove the negative energy in your life and surround yourself with likeminded people. The right people in your life are going to encourage you and build you up. These are the people that want to see you succeed. These are the people that share the same mind set as you. Start by prioritizing yourself and your business. Finding the right balance requires sacrifice in order to grow.
> Neil Mathew is an American entrepreneur and up-and-coming real estate developer with a focus on residential sectors specializing in the development of single-family and multi-family projects. how they can use technology to increase revenue and/or reduce expenses. He speaks professionally to hundreds of agents each year on the future of technology, the social web, and how insurance agencies can establish their Internet presence.
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AGENCY MANAGEMENT
THINK TIME MANAGEMENT IS TOUGH? TRY BEING A MANAGER When you were younger, you probably didn’t realize you’d have to devote so much time to, well, time. You probably took your freedom for
granted. Then adulthood swooped in on you like a falcon. Suddenly, all you could think about was how you were going to have enough time to have a job while managing your mortgage, taking the kids to school, getting groceries, and, yes, squeezing in a moment or two of fun for yourself. That’s challenging enough for most people. But what if you then get promoted to the coveted manager position? After a little fanfare along with a bump in salary, you sit in the manager’s chair and get bombarded with everything but free time. A manager’s position, in any capacity, is an invitation for time-management meltdowns. The challenge to keep up becomes exponential. Let’s explore the three areas where managers face unique time management challenges, as well as some solutions to take control.
People Perhaps the most important responsibility in management is managing people. Managers act as intermediaries between executives and employees. That requires you to be both an advocate for people and a producer of results…but not just your own results: results through those same people.
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Employees often need guidance. They need to know their projects are heading in the right direction. They want to know that they aren’t wasting their time chasing projects, ideas, leads, or whatever it is that will not be meaningful to the company and will not advance their career. Suppose Kelly, one of your employees at your company’s call center, pops into your office to ask you questions about an opportunity for a lead position. You want to be accessible, yet you must work on your budget reports for this quarter. Rather than rescheduling, you decide to doubledip this chip and handle both at the same time. Time to multitask! She asks you questions; you fill in spreadsheets. She asks more questions; you reply to emails. Suddenly your enthusiastic answers morph into one-word delayed replies. You stop making eye contact. Kelly looks discouraged. She not only feels unimportant, but it affects the success of your department.
Instead of trying to “do it all,” managers must devote time in their schedule for one on one, in-person meetings. That can often mean managers must put off projects that don’t have a clear deadline. It also means managers need to be able to close the door and open their calendar so that they can focus on their work as well.
Projects Ultimately, managerial performance isn’t about the meetings you hold, but the results you achieve with your team. The more projects that a manager takes on, the more time they need to devote to each one of them. While employees can get away with living in the realm of “ASAP,” managers must plan. They must be strategic about how they allocate time. As a manager, ask yourself not how quickly you can accomplish something, but “when is the latest that this needs to get done?” Then, plan accordingly. Use your calendar to plan out what needs WISCONSIN INDEPENDENT AGENT
AGENCY MANAGEMENT
to get done and when. Communicate this schedule to your team members to keep them on the same page. They don’t have a direct line to your brain, so continually updating everyone’s calendar is key to project management.
Shifting Priorities Suppose the COO of the company approaches you in the lobby and says “You know how we were telling customers that our paper towels were ‘triple absorbent?’ Well, we’ve been doing testing and they’re actually quadruple absorbent, and we’re pivoting to B2B. Think you can handle it?” Emergencies, setbacks, and market fluctuations can often disrupt our dayto-day flow. It can be tough dealing with changes in the pipeline or understaffing. That’s why managers should have a contingency plan.
Leave chunks of time in your schedules to account for a worst-case scenario. Sometimes that means doing what I call “positive procrastination”: putting off low priority objectives until they truly need to get done. This means becoming adept at recognizing the difference between real emergencies and fabricated impatiencies. Managers should also communicate shifting priorities to their team. Establish expectation in advance that the schedule will change. Don’t be afraid to redistribute responsibilities as needed. When priorities shift, pulling together can galvanize a team…provided they are prepared for it.
How do we get better? Even the best of managers have blind spots when it comes to managing their time. In
my course, Time Management for Managers, I provide insight into steps managers can take to manage their time more effectively and focus on the people that make our companies great. The most important trait that a manager has is a willingness to learn. With time becoming a premium in your life, it’s critical you make time to both learn how to become a more effective manager and an even more effective time manager.
> Dave Crenshaw is the master of building productive leaders. He has appeared in Time magazine, USA Today, FastCompany, and the BBC News. His courses on LinkedIn Learning have received millions of views. He has written four books, including The Myth of Multitasking which was published in six languages and is a time management bestseller. As an author, speaker, and online instructor, Dave has transformed hundreds of thousands of businesses leaders worldwide.
HOW TO INCREASE PRODUCTIVITY WORKING WITH ELECTRONIC DOCUMENTS A question during a presentation last week reminded me of how small critical tools can maximize your productivity. Most agencies have moved to electronic document management and multiple monitors for processing. However, the comment during my presentation was about the difficulty of working with electronic documents on a screen. I have two recommendations:
Portrait Mode for Viewing Electronic Documents My first suggestion is to take one of your monitors (preferably the third or fourth) and put it in Portrait mode. For a more detailed description, you can read my earlier article: An Update on the Optimum Setup for Multiple Monitors in Your Office. The normal position for a monitor is “landscape mode.” The long part of the monitor is horizontal. Positioning a monitor in portrait mode means you shift it, so the short WISCONSIN INDEPENDENT AGENT
side is horizontal. The Portrait mode allows a full page in a document to be displayed without having to scroll up and down the page. Depending on the size of your monitor, this also likely means the document page is larger than life-size, making it much easier to see and work on the page.
On-Screen Ruler My second recommendation is to use an onscreen ruler to help you stay focused on the section of the page you are working with. In the past, when agency staff worked on a document, they used a vertical paper holder with a ruler that slid up and down to mark their place. Today, you can use an electronic Desktop Ruler, which acts as a virtual ruler, sliding smoothly with the mouse and
supporting a multiple monitor configuration. The ruler can be configured to be transparent, or you can change its color. One of my original TechTips discussed using a ruler and suggested you take a look at Desktop Ruler. A single copy of Desktop Ruler costs $14.95. There is also a bundle price of $19.95, which includes Desktop Ruler, Desktop Magnifier, and Anniversaries Reminder. I also have discovered a free version of a ruler for Windows called — appropriately – A Ruler for Windows. What other tools and tricks do you use to maximize your productivity when working with electronic documents? > Steve Anderson provides information to insurance agents about how they can use technology to increase revenue and/or reduce expenses. He speaks professionally to hundreds of agents each year on the future of technology, the social web, and how insurance agencies can establish their Internet presence.
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COMMENTARY FROM COUNSEL
INTERMITTENT LEAVE REQUESTS:
THE COLLISION OF THE FMLA AND ADA
This article is the first of a two-part series addressing the various complexities of intermittent leave requests. In this first part, we address the general legal background affecting intermittent leave requests, namely the Family and Medical Leave Act (“FMLA”) and the Americans with Disabilities Act (“ADA”). The second part will address the courts’ perspective on an employer’s obligations when it comes to intermittent leave requests, the impact that the Wisconsin Fair Employment Act (“WFEA”) has on such requests and recommendations that help employers avoid the usual pitfalls.
Basic Legal Framework: The FMLA and the ADA Under the FMLA, an eligible employee who requires medical leave for a serious health condition may use up to 12 weeks of leave. Once an employee exhausts his/her leave entitlement under the FMLA (or if the employee did not qualify for FMLA in the first place), the ADA may offer the employee additional protections. To qualify for protection under the ADA, an employee must be able to perform the essential functions of the position with or without reasonable accommodation. If the employee cannot perform those essential functions, even with an accommodation, then he/she does not qualify for protection under the ADA. An employee may ask for a leave of absence as an accommodation, whether for an extended period of time or on an “intermittent basis.” Under the ADA, an employer may deny a leave request if the employer can demonstrate that the leave would impose an undue hardship, i.e., the
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leave “requires difficulty or expense.” The burden of establishing an undue hardship rests with the employer. The employee need only show that the leave request is generally reasonable. The ADA regulations provide the following factors to determine whether a requested accommodation is reasonable or would impose an undue hardship: • The nature and net cost of the accommodation needed, considered in light of any tax credits and deductions, and/or outside funding; • The overall financial resources of the facility or facilities involved, the number of persons employed at such facility, and the effect on expenses and resources; • The overall financial resources of the covered entity, the overall size of the business of the covered entity with respect to the number of its employees, and the number, type and location of its facilities; • The type of operation or operations of the covered entity, including the composition, structure and functions of the workforce of such entity, and the geographic separateness and administrative or fiscal relationship of the facility or facilities in question to the covered entity; and
• The accommodation’s impact on the operation of the facility, including the impact on the ability of other employees to perform their duties and the impact on the facility’s ability to conduct business. Despite the standard and factors detailed in the ADA regulations, the EEOC and courts take different approaches to determine whether an intermittent leave requests is reasonable. While the EEOC focuses on the undue burden analysis, courts sometimes conflate whether an individual can perform the essential functions of the job with whether accommodating intermittent leave creates an undue burden.
EEOC Guidance Attendance: Is it Essential? While the EEOC does not consider attendance to be an essential function of any job, its analysis bears similarities with the analysis used by courts. To bolster the argument that attendance is essential to any job, employers must update their job descriptions to include regular attendance as an essential function of every job where attendance is truly essential. The EEOC offers the following guidance to employers regarding attendance: • The ADA may require an employer to modify its time and attendance requirements as a reasonable accommodation, but WISCONSIN INDEPENDENT AGENT
COMMENTARY FROM COUNSEL employers need not completely exempt an employee from time and attendance requirements, grant open-ended schedules (e.g., the ability to arrive or leave at any time), or accept irregular, unreliable attendance. • The chronic, frequent and unpredictable nature of such absences can put a strain on the employer’s operations, such as by reducing the number of employees or by requiring the employer to shift work to other employees. A job description that includes regular attendance as an essential function of a particular job permits the employer to point to evidence of that requirement that pre-dates the employee’s request for leave, which can be valuable in a litigation context.
Does the Accommodation Pose an Undue Hardship? The EEOC has also provided examples of intermittent leave requests that do and do not pose an undue hardship: Example 34: An office worker with epilepsy who is ineligible for FMLA leave has two seizures at work in a three-month period. In both instances, the after-effects of the seizure required the individual to leave work for the remainder of the day, although she was able to return to work on the following day. To determine whether the seizures will continue and their impact on attendance and job performance, the employer requests documentation from the employee’s doctor. The doctor responds that the employee may experience similar seizures once every two to four months, that there is no way to predict exactly when a seizure will occur, and that the employee will need to take the rest of the day off when one does occur. The doctor sees no reason why the employee would need more than a day’s leave for each seizure. Although the employee’s need for leave is unpredictable, the employee will require only one day of leave every few months (or approximately six times a year). The employer determines that it is appropriate to grant the employee the reasonable accommodation of intermittent leave, as needed, because there will be no undue hardship and this accommodation will permit the employee to recover from a seizure. Example 35: An employee works as an event coordinator. She has exhausted her FMLA leave due to a disability and now requests WISCONSIN INDEPENDENT AGENT
additional intermittent leave as a reasonable accommodation. The employee can never predict when the leave will be needed or exactly how much leave she will need on each occasion, but she always needs from one to three days of leave at a time. The employer initially agrees to her request and the employee takes 14 days of leave over the next two months. Documentation from the employee’s doctor shows that the employee will continue to need similar amounts of intermittent leave for at least the next six months. Event planning requires staff to meet strict deadlines and the employee’s sudden absences create significant problems. Given the employee’s prognosis of requiring unpredictable intermittent leave, the employer cannot plan or work around these absences. The employer has already had to move coworkers around to cover the employee’s absences and delay certain work. The ongoing, frequent, and unpredictable nature of the absences makes additional leave an undue hardship, and thus the employer is not required to provide it as a reasonable accommodation. If the employer cannot reassign the employee to a vacant position that can accommodate her need for intermittent leave, it is not required to retain her. The key takeaway for employers is that they must base the undue hardship analysis on the specific circumstances of each request for intermittent leave. What may not have worked for one employee in one position may work for another employee in another position. These determinations must be made on a case-by-case basis.
What May Employers Not Consider When Assessing Undue Hardship? The EEOC’s guidance prohibits an employer from basing an undue hardship determination on the fears or prejudices that employees, customers or patients may have about an individual’s disability. Likewise, employers cannot rely on the negative impact the accommodation may have on the morale of other employees to justify an undue hardship determination. The EEOC distinguishes between an accommodation that has a negative impact on the morale of other employees and an accommodation that has a real impact on other employees’ ability to do their own work. An undue hardship may result where an accommodation “would be unduly
burdensome to other employees’ work.” If modifying one employee’s schedule would overburden another employee and cause that employee to be unable to complete his/ her duties, the employer could show undue hardship. The key to this distinction is whether the second employee can or cannot complete all of his/her regular tasks, not whether he/she has to take on more work as a result of the accommodation. To avoid undue influence by employees impacted by accommodation decisions, employers must investigate and understand the disruption, if any, caused by the accommodation in the workplace. Employers must train their managers to understand the distinction between impact on morale and impact on workload that affects the ability to get the work done.
Do Alternative Accommodations Exist? An employer’s work does not end with determining that a requested intermittent leave of absences creates an undue hardship. The EEOC has consistently reminded employers of their obligation to provide an alternative accommodation that is reasonable, provided such an accommodation exists. An example of such an accommodation may be transferring the disabled employee to a role that can more readily accommodate intermittent absences.
Conclusion Both the courts and the EEOC agree that employers must provide disabled employees extended and/or intermittent leave as a reasonable accommodation. However, both the courts and the EEOC also agree that employers are not required to provide leave of an indefinite nature or leave that otherwise creates an undue hardship. Whether a particular leave request creates an undue hardship will vary based on the circumstances, and employers should resist the urge to take shortcuts when making such determinations. Stay tuned for next month’s Part Two of this article, which will give an overview of various courts’ rulings on an employer’s obligations when it comes to intermittent leave requests, the WFEA’s impact on such requests and some employer best practices.
> Josh Johanningmeier is the IIAW’s General Counsel. Call the Legal Services Hotline at (877) 236-1669.
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We jump through hoops for you. Because you jump through hoops for them. For more about how Integrity can help you help your customers contact: Cathy Colรณn at 920-968-8326 or ccolon@imico.com integrityinsurance.com
GOVERNMENT AFFAIRS
STATE GOVERNMENT AFFAIRS UPDATE
The Wisconsin Legislature has adjourned its general business session for 2017. Meanwhile, legislative committees continue to meet and take action on bills through the end of the year in preparation for what remains of the 2017-18 session. There will be limited activity in early 2018 with the leadership of both houses only scheduling floor votes on just a few days in January and February. The last general session floor period of the legislature is officially on March 22nd, but speculation is that they will adjourn sooner. To date, there have been 1,148 bills introduced and 64 (5.5%) of those have been enacted into law. Next year will be a busy, midterm election year with competitive races for Governor, Attorney General, U.S. Senate, U.S. House, State Senate and Assembly, and a non-partisan spring state Supreme Court seat. With the uncertain national political environment, it comes as no surprise why legislative leaders would want to finish the session early and focus on campaigning.
Walker Announces Re-Election Bid; 11 Democrats Declared And Growing Governor Scott Walker formally announced this month that he will seek a third term as Wisconsin Governor. Walker was first elected in 2010 (beat challenger Tom Barrett with 52%), he won a 2012 recall election (beat Tom Barrett again with 53%), and was re-elected in 2014 (beat challenger Mary Burke with 52%). He also served in the State Assembly and as Milwaukee County Executive prior to becoming Governor. The field of Democratic candidates seeking the gubernatorial nomination to challenge Walker seems to grow every week. So far, eleven Democratic candidates have declared they are running. They are: Michele Doolan, Tony Evers, Matt Flynn, Andy Gronik, Bob Harlow, Dave Heaster, Mike McCabe, Mahlon Mitchell, Jeff Rumbaugh, Kathleen Vinehout and Dana Wachs. Another five candidates have filed paperwork to run, but have not formally announced. It remains to be seen which of these candidates emerges as a frontrunner. Walker has the power of incumbency and a favorable state economic climate to help boost his re-election chances. However, Wisconsin has historically been considered a swing state politically, so expect the race for Governor next year to be competitive.
Insurance Department Names New Financial Bureau Director The Office of the Commissioner of Insurance (OCI) has named Amy Malm as the new Bureau Director of Financial Analysis and Examinations. Malm previously worked as a section chief in the financial bureau and has a CPA and CFE designation. She replaces Rebecca Easland who left WISCONSIN INDEPENDENT AGENT
the agency. The Bureau of Financial Analysis and Examinations monitors the financial solvency of insurers licensed to do business in Wisconsin. The bureau conducts on-site financial examinations of domestic insurer operations, administers insurer rehabilitations and liquidations, audits and collects insurer premium taxes and fees, licenses insurance companies, reviews holding company transactions, reviews change of control transactions, and collects funds from insurers under the fire department dues program.
Dernbach Departs Worker’s Compensation Division Post After just two years serving as Administrator for the Division of Worker’s Compensation, BJ Dernbach is leaving the post for a new position at the Department of Workforce Development (DWD) as Administrator for Operations providing administrative support services to various program divisions within the agency. Dernbach recently gave a presentation to the IIAW board at the 2017 Fall Planning meeting about the latest Worker’s Compensation Agreed Upon bill and proposed medical fee schedule. Dernbach proved to be an excellent WC administrator and his leadership at the division will be missed. His replacement will be appointed by the DWD Secretary in the near future.
Special Elections Set For Three Open Legislative Seats Governor Walker issued executive orders calling for simultaneous special elections on January 16th in three separate open legislative districts. A primary election will be held on December 19, 2017 if there are multiple candidates from the same party running. A special election will be held in Assembly District 58 in southeastern Wisconsin to fill the seat held by the late Representative Bob Gannon (R-West Bend). Gannon was an IIAW member and also served on the Assembly Insurance Committee. To date, three candidates have declared that they will be running. This is a very conservative Assembly district and it is expected to remain in Republican hands. A special election will be held in Assembly District 66 in southeastern Wisconsin to fill a vacancy being created by the forthcoming resignation of Representative Cory Mason (D-Racine) who was recently elected Mayor for the City of Racine. This is a strong leaning Democratic district and is expected to remain under Democratic control.
A special election will be held in Senate District 10 in northwestern Wisconsin to fill a vacancy created by the resignation of Senator Sheila Harsdorf (R-River Falls) who was appointed by Governor Walker as Secretary of the Department of Agriculture and Consumer Protection (DATCP). State Representatives Adam Jarchow (R-Balsam Lake) and Shannon Zimmerman (R-River Falls) have declared they are running in the GOP primary and Patricia Schachtner and Reuben Helge Herfindahl are running as Democrats. Republicans will have a competitive primary in December and the special election in January against the successful Democratic nominee may provide us with some insight into the electoral mood and what to anticipate for the 2018 fall general elections.
Intrastate Motor Carrier Liability Limits Bill Approved By Assembly Committee A bill (AB-546 & SB-489) by State Representative Mary Felzkowski (R-Irma) and State Senator Jerry Petrowski (R-Schofield), that would change the minimum liability limits required for intrastate passenger motor carriers, has been approved 11-2 by the Assembly Transportation Committee. The bill would only apply to Wisconsin only operators and awaits scheduling for an Assembly floor vote in January. An identical Senate companion bill is expected to have a public hearing sometime in December of this year. The bill proposes to reduce the minimum liability limits to $500,000 combined single limit for passenger motor carriers of 15 or less and to $1,000,000 for 16 or more passengers for intrastate travel only. Interstate passenger motor carriers would still be subject to the higher federal minimum liability requirements. Felzkowski and Petrowski introduced the legislation in response to concerns from primarily smaller passenger motor carrier operators who were having difficulty affording the higher federal limits. The legislation would lower the floor for motor carrier operators when it comes to being able afford and obtain liability coverage. IIAW joined several motor carrier operator groups to testify in support of the legislation. A big thank you to Tim Delahunt of Schueller Harrington Insurance Agency and Dave Burkhart of AdvisorNet Property and Casualty Agency for taking the time to provide expert testimony to the committee. CONTINUED ON PAGE33
> Misha Lee, IIAW Government Affairs Counsel
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ERRORS & OMISSIONS
SAFETY NET
Setting the right E&O limits for your agency
At some point, a customer has probably asked you,“What coverage limits do I need?” In response, you advised a thorough risk analysis and consideration ofultimate payout in the event of a claim, including property value, potential lost income and liability exposure. But when determining what errors & omissions limits to purchase for your own agency, how often does the “Do as I say, not as I do” mentality reign? Consider the following examples from the Swiss Re Corporate Solutions claims archives:
Scenario 2: An agency writes only personal lines insurance for moderate‐value homes. The agency is confident that its $1 million per claim/$2 million aggregate E&O policy is sufficient to cover any potential E&O claims. But when a major hurricane strikes the area and affects many of the agency’s customers, more than 60 of them assert that the agency failed to advise the need for flood insurance, with aggregate claims totaling more than $10 million. The agency’s limits may be inadequate to cover all claims.
Scenario 1: An agency writes commercial property insurance for a number of large manufacturers. A client’s warehouse burns to the ground in a fire that destroys the building and all inventory, with losses in excess of $15 million. The carrier denies coverage on the basis that the policy identified the wrong entity as the insured.
Scenario 3: An agency’s client has $1‐million auto liability limits. The client is responsible for an accident that renders the other driver a paraplegic. The injured party sues the client in a dangerous jurisdiction and obtains a verdict of $6.8 million. The client then sues the agency on the basis that the agency should have urged them to purchase higher limits. The agency itself has $3‐million E&O limits—insufficient coverage for the asserted damages.
The client makes a claim against the agency for the error. The agency carries $2 million per claim/$4 million aggregate E&O coverage— leaving a substantial uninsured exposure.
All these scenarios are common causes of E&O claims. Want to avoid getting a letter from your E&O carrier informing you of an uncovered,
excess exposure? When selecting E&O coverage limits, ask—and honestly answer—the following questions: 1. Are our current E&O limits equal to or higher than the highest limits written for our customers? 2. Are our aggregate E&O limits sufficient in the event of multiple claims during a policy period, such as because of a catastrophe? 3. Is our agency located in a jurisdiction known for runaway verdicts? 4. Do we have sufficient assets or other protection to sustain a loss in excess of our E&O limits? At E&O renewal time, don’t just check the box with the lowest (or last year’s) premium. Do a thorough risk analysis for your own business, because spending a few more dollars now could be well worth it later. > E llen McCarthy is a VP and claims expert at Swiss Re Corporate Solutions and teleworks in Overland Park, Kansas.
This article is intended to be used for general informational purposes only and is not to be relied upon or used for any particular purpose. Swiss Re shall not be held responsible in any way for, and specifically disclaims any liability arising out of or in any way connected to, reliance on or use of any of the information contained or referenced in this article. The information contained or referenced in this article is not intended to constitute and should not be considered legal, accounting or professional advice, nor shall it serve as a substitute for the recipient obtaining such advice. The views expressed in this article do not necessarily represent the views of the Swiss Re Group (“Swiss Re”) and/or its subsidiaries and/or management and/or shareholders. Copyright 2010 Swiss Re America Holding Corporation
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WISCONSIN INDEPENDENT AGENT
STATE GOVERNMENT AFFAIRS UPDATE IIAW Advocates For Bill To Improve Certificates Of Insurance In an effort to update Wisconsin state insurance laws and crack down on abuses when it comes to certificates of insurance, the IIAW is working with members of the Legislature on passing legislation that specifies that a certificate of insurance is subject to certain restrictions regarding its use and the information it contains. Currently, the use of certificates of insurance is generally governed by an August 2012 OCI bulletin and Wisconsin statute 628.34(1) stating that “no intermediary may provide a misleading certificate of insurance.” IIAW would like to update state law to codify the bulletin in state statute, as well as ensure that consumers and those requesting certificates of insurance are aware that the certificate does not expand or restrict coverage and that “no person may prepare, issue, request, or require a certificate of insurance that purports to alter, amend, or extend insurance coverage.” The bill expands the legal and appropriate use of certificates of insurance onto those entities that request them. A committee hearing on the proposed changes is expected
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sometime in December with possible floor action early next year.
> 75.2% of businesses use internships to recruit full-time entry-level positions
State Unveils New Resource To Help Employers Connect With Interns
> 67.1% of businesses extend a full-time offer of employment to an intern if a position at the company is open
The State of Wisconsin Department of Workforce Development (DWD) recently unveiled a new free tool to help connect employers of all shapes and sizes on finding the best and brightest student talent to work as interns. By visiting www.InternshipWisconsin.com employers can: 1) Set up a customized business profile; 2) Quickly and easily create a list of your internships; 3) Search for internship candidates who meet your skills requirements; and 4) Find tips and resources to set up a successful internship program. Attracting a skilled and trained workforce is an increasing problem for many industries, including Insurance and the agency distribution channel. The website can be an excellent resource for your agency or company. A robust internship program can help you find and retain talented workers for the future. Here are some interesting statistics compiled by the National Association of Colleges and Employers on the positive outcomes of internships:
> 76.4% of interns were offered a full-time job and accepted it > 65.5% of interns become full-time employees and stay with the company after one year; the one-year retention rate for external hires is 46.1% > 51.8% of interns become full-time employees and stay with the company for at least five years; the five-year retention rate for external hires is 35.8% Specific questions about the internship resource program should be directed to Timothy Strait, Coordinator for the Wisconsin Internship Initiative in the Office of Skills Development, by phone at (608) 266-1994 or by email at Timothy. Strait@dwd.wisconsin.gov
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DECEMBER 2017 | 31
INDUSTRY NEWS
THE LEGACY OF THE ‘NEW WAY’ TO DO INSURANCE:
MORE REASONS TO HATE THE INSURANCE INDUSTRY?
In addition to Lemonade’s gun “stance” in their most recent blog post, here’s another reason people hate the insurance industry from Tim Dodge’s (IIABNY) blog, as republished at InsuranceThoughtLeadership.com: Why the Public Hates the Insurance Industry by Tim Dodge I don’t ordinarily blog about my opinions, but permit me to depart from tradition today. I recently received a phone call from an IIABNY member (an agent whom I will keep anonymous) that still bothers me. The agent told me that he had a homeowners insurance policy covering a husband and wife. Recently, the husband died. At the widow’s request, the agency sent a change request to the insurance company (which will also remain anonymous), asking it to remove the deceased husband’s name from the policy. The company issued an endorsement to the policy, along with a bill for an additional $26 in premium. Like any good agent, our member called the company to ask why the widow was being charged $26 for taking her late husband’s name off the policy. The answer: The company ran a check on her credit score and found that it was not as good as her husband’s. Under the company’s pricing system, this knowledge generated a higher premium. This insurance company charged a new widow $26 because she was more of a credit risk now that her husband was gone. Please take a moment to reflect on the coldness of that decision. Now, I understand how this probably happened: The request came in, the insurer’s computer system automatically ran a credit check, read the new score and issued the endorsement/bill. Insurance companies, which like to moan and groan about how
32 | DECEMBER 2017
auto insurance has become a commodity, now treat it like a commodity that comes off a production line with as little human involvement as possible. This process is more efficient than having underwriters review most accounts. The process also produces atrocious outcomes like this one. The American public does not have a high opinion of the insurance industry. People we interact with may like us individually, but they think our industry as a whole is a parasite, sucking gobs of ill-gained money from the economy. And why do they think that way? Because insurers pull crap like this. There are so many good people in the insurance industry. You and I meet them every day — agents and brokers who spend hours lining up quotes for appropriate coverage at fair prices. Claims people who work 16-hour days for weeks after a natural disaster, trying to get claim checks out to their insureds as fast as possible. Underwriters who struggle to arrive at prices high enough to please their employers and low enough to please their agents. Loss control engineers who spend long hours with clients to make workplaces safer. Thousands of people who show up for work every morning wanting to earn their paychecks fairly and who do the right thing for their customers. I could go on and on. And all that effort and all those good intentions get washed away in the public’s mind when an insurer pulls an insensitive, stupid act like this. If this were an isolated incident, we could explain it away, but we all know that it’s not. Things like this happen
all too frequently. No doubt the insurer’s employees will say that the system did it. Maybe so. You know what? I don’t care. T he IIABNY member who called me asked me to research New York insurance law to see if there is any basis for telling the insurer that this action was illegal. I truly hope I find one. The agent did not tell the woman why her premium went up, but she paid it. I guess she felt it was the right thing to do. Too bad her trusted insurance company doesn’t have that same sense of honor. People program computer systems. People can override them. People who are paying attention can stop something like this from going out the door in the first place. Or they can charge a woman $26 because her husband died. If it were you, which action would you like to go home and tell your family about? Two things these incidents have in common is that they come from the “new way” to do insurance. In Tim’s case, what happened would never (or rarely) have happened before the growing love affair with “big data” and predictive modeling, in this case represented by insurance/credit scoring. In Tim’s example, we hit a widow when she’s down because that’s what the “numbers” (the “model”) tell us is fair. In Lemonade’s self-serving, disingenuous, and emotionally manipulative use of a human tragedy for marketing and self-promotion, they further lower the bar. As a start-up “disrupter,” their “angle” is that they are socially conscious, WISCONSIN INDEPENDENT AGENT
INDUSTRY NEWS unlike the conflicted entrenched, moneygrabbing players of yesteryear. The premise is that they exist for the good of consumers. However, in their recent series of PR ploys, they demonstrate that protecting the public and their customers is not high on their list of priorities. Their bizarre self-service announcement was touted to allow insureds the convenience of reducing limits and coverage, dropping spouses and others from insured status, etc. The reality is that this simply reduces Lemonade’s customer service expenses while imperiling the financial solvency of insureds who unilaterally make changes in their insurance programs without understanding the potentially adverse consequences. In their most recent soapbox soliloquy, they give “transparency” and honesty lip service, yet say their $2,500 limit for damage to guns is their way of being morally superior to other
again they are being disingenuous at best and deceitful at worst. Yet today’s industry media eat this stuff up and regurgitate every press release Lemonade and other “disrupter” enablers and vendors spew like an alcoholic sailor on shore leave. Their hype and hyperbole are never challenged; tough questions are never asked. Either the ‘journalists’ don’t care, are too lazy to research the issues, or simply lack the experience and historical industry perspective to know what questions to ask. When I retired from the Big “I” last year, I wrote an article for Independent Agent magazine called “The Six Worst Things to Happen to Insurance in the Past 50 Years.” Number 3 on my list was about the growing obsession with data vs. people. I recount a real claim from the past when an agent negligently failed to insure a barn that was a total fire loss. The branch manager of the insurer contact
insurers and reducing gun violence. The reality is that the majority of homeowners policies limit damage to firearms to $2,500 or less. The actual limit in their ISO HO policy has nothing to do with gun violence. Once
the four other branch managers of farm insurers represented by the agent and they all agreed to each pay one-fifth of the loss “so their agent wouldn’t be embarrassed in his small community.” How likely is this to occur
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today? In the case of insureds, the “people” focus of insurers is far less than it was in years past, as evidenced by their actions and not the hype and hyperbole of their press releases and advertising. A s anyone who subscribes to my blog knows, I often rant about the potentially destructive abuse and dehumanizing impact of technology. I also know that many “hipper” players in the industry view me as the old man on his front porch yelling at the “disrupter” kids to get out of his yard. I don’t think I’m a Luddite. I love technology and have embraced it over the years. But I recognize its faults and limitations. It’s a tool. Nothing more. Today, far too many treat technological innovation like a religion and anyone who challenges this new age is committing heresy. I ’m expecting any day to get an email from one of these upstarts that says, “Welcome to the insurance Matrix, Mr. Anderson.”
>B ill Wilson, CPCU, ARM, AIM, AAM is the founder and CEO of InsuranceCommentary.com where he blogs about P&C insurance coverage and claims issues, along with emerging industry issues ranging from the perceived commoditization of personal lines to the efficacy of price optimization.
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THIS LAS VEGAS NATIVE IS AS WISCONSIN AS THEY COME “Nothing is worth doing unless it’s worth doing well.” This advice was shared with IIAW’s new Education & Events Coordinator, Kathy Paulson, when she was a young schoolgirl and the words have stuck with her to this day. This is just one of the reasons why IIAW is so lucky to have found this hardworking woman to join our team! Kathy Paulson is a true Wisconsin woman, but was born in Las Vegas! She and her husband Les farmed in Wisconsin for many years while they raised their four children, two boys and two girls. No longer farming, they can spend quality time with their children and as well as their six grandchildren, ranging in age from four to seventeen. In addition to making time for family, Kathy is always looking for a good book to read. She enjoys all genres from historical fiction to action-packed thrillers. When she puts down her books, it’s time to
get up and go! Kathy’s passion for exercise and living a healthy life is something she truly values. Whether its enjoying a beautiful Wisconsin sunset or hitting the gym, Kathy truly appreciates all life has to offer. Kathy has worked in the insurance industry for 15 years and understands the dedication and commitment it takes to work in this business. She has a wealth of knowledge to share and is looking forward to using her skills to help members succeed in all areas of the business. As an Education & Events Coordinator, Kathy will be exploring new opportunities for educational offerings and will play a key role in planning the IIAW’s annual convention. In this everchanging world we live in, it’s always important to embrace the knowledge and skills new staff members bring to the Association. The team at IIAW is excited to have Kathy on board and are excited to introduce her to our members. Please join us in welcoming Kathy to IIAW and feel free to reach out to her with your educational needs! > Mallory Cornell IIAW Director of Risk Management
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Learn More: Gary Burton I gburton@robertsonryan.com I 800.258.0277 I RobertsonRyan.com
News Members in the
HNI Named the #9 Best Place to Work in Insurance for the entire USA!
Attracting and retaining talent is a strategic imperative for the insurance industry. Best Places to Work in Insurance is an annual feature by Business Insurance and Best Companies Group that lists the agents, brokers, insurers and other providers with the highest employee engagement and satisfaction. This year’s report features 75 companies of varying sizes. They all share a strong commitment to attracting, developing and retaining great talent through employee benefits and other programs that their workers value. In the small employer (25-249 employees) category HNI ranked #8 in the country. It’s the highest workplace recognition HNI has ever received. Congratulations to the team at HNI for this outstanding recognition and achievement.
Acuity Earns Agency Technology Award from IVANS Acuity Insurance received the 2017 IVANS Leadership Award. Presented at IVANS Connect, the award honors Acuity for excellence in increasing connectivity and automating data exchange across the independent insurance agency channel. “Acuity’s real-time interface capabilities allow agents to connect to our policy, rating, claims, and billing systems directly from their desktops without needing to rekey any information,” said Marcus Knuth, Vice President - Enterprise Technology, Acuity. “Those capabilities also enhance Acuity’s ease-of-business capabilities, allowing us to receive more quotes and write more new business.” Acuity continues its industry leadership in carrier/agency automation and in helping agents implement cost-saving download and real-time transactions. In the coming months, the company will expand its connectivity capabilities by implementing support for ACORD eDocs and messages download, enabling agents to download attachments directly into their agency management system. Acuity has also integrated its real-time quoting capabilities with IVANS Real-Time Rating, which will be leveraged in the Applied Systems platform to provide personal auto and home quotes. This implementation delivers time savings for agents, allowing them to obtain an accurate quotation in a matter of seconds. “Industry statistics continue to highlight the importance of ease of doing business that agencies evaluate when choosing
36 | DECEMBER 2017
insurer partners,” said Thad Bauer, Vice President and General Manager, IVANS Insurance Solutions, a division of Applied Systems. “Investment in connectivity between insurers, MGAs, and agencies is the cornerstone of enabling ease of doing business for stakeholders across the insurance lifecycle to focus time on servicing customers.”
Jim Popp named CEO of Johnson Financial Group After just six months as president of Johnson Bank, Jim Popp will take over as chief executive of the bank’s parent company, Johnson Financial Group. Popp, who joined Johnson Bank in May after nearly three decades with JPMorgan Chase, will become the CEO and president of Johnson Financial Group effective Jan. 1, 2018, the Racine-based financial services firm said Monday. He will succeed Thomas Bolger, who will retire at the end of the year. “After more than 40 years in this industry, I’ve decided it’s time to step down and begin the next phase of my life,” said Bolger, a Milwaukee banking veteran who joined Johnson Bank in 2011. Popp previously was president of Chase in Wisconsin and Minnesota and the managing director for Chase Middle Market Banking in Wisconsin. He resides in Mequon and sits on the boards of various regional organizations, including the Boys & Girls Clubs of Greater Milwaukee and the Metropolitan Milwaukee Association of Commerce. “We are in a strong position to grow our business and I’m looking forward to helping our team grow and deepen our relationships in all the markets we serve,” said Popp in a news release. Johnson Financial Group is a financial services company comprising Johnson Bank, Johnson Insurance and Cleary Gull Advisors. The firm is owned by members of the S.C. Johnson family.
Integrity Insurance Launches Mobile App Integrity Insurance recently launched its new app, Integrity Insurance Mobile. With its intuitive user experience and easy-to-use features, Integrity Insurance Mobile gives customers on-the-go, 24hour access to Integrity. The app is a mobile extension of Integrity’s self-service, online customer portal MyIntegrity. In the app, customers can view Proof of Insurance, make a payment, contact their agent, view policy information and more. “We value customer service and are happy to offer a seamless online and mobile experience for our customers,” said Steve Klingemann, Integrity Insurance VP, Marketing & Personal Lines. “Our mission is to provide peace of mind and protection for our customers. Having great coverage and 24-hour access to Integrity makes it easier for customers to protect the things that mean the most to them.” Integrity Insurance Mobile is currently available to download for free on the App Store and Google Play. The app is compatible with iPhone® and iPad®, as well as Android™. WISCONSIN INDEPENDENT AGENT
Integrity’s mobile app is just one of many technology investments the company is making to better serve its customers. The company recently made enhancements to its online customer portal and company website.
Ansay & Associates Hires Evp For Fox Valley Region
our policyholders, agents, and associates,” said Kevin Steiner, president and CEO. “This top workplace award is strong evidence that our associates see West Bend as their company of choice. We believe our positive and motivating work environment helps our 1,300 associates deliver outstanding service to our agents and policyholders, which helps make West Bend their company of choice, too.”
APPLETON, WI – Ansay & Associates, a leading regional insurance and benefits solutions agency, has hired Anthony Sartori as its Executive Vice President for its Fox Valley region, effective immediately. Sartori was most recently employed at Liberty Mutual Group in Appleton, where he served as Senior Branch Manager for the Appleton, Green Bay and Wausau branches.
West Bend offers their associates many amenities, including continuing education courses held in a state-of-the-art training facility; an on-site bank; on-site clinic; dry cleaning services; a 7,100-square-foot fitness center; a variety of fitness classes; three miles of walking trails; on-site massage therapist; and wellness programs that include health risk assessments.
Sartori has experience that will be valuable as Ansay & Associates continues on its aggressive growth trajectory and endeavors to become a best-in-class statewide insurance agency. Sartori has significant accomplishments when it comes to improving process, leading a team and operations management. “Anthony is a tremendous leader,” said Ansay & Associates Chairman & CEO Mike Ansay. “He leads by example, always producing results that are above and beyond what’s expected. And that’s exactly the type of person we’re looking for at Ansay & Associates. ” Sartori’s career has been marked by many awards and distinctions. He has thrice been named Manager of the Year, was a Manager Platinum Circle Winner in 2016 and also has three Golden Torches. Prior to his time with Liberty Mutual in Appleton, Sartori was the District Manager for AAA Insurance/Auto Club in Neenah. “Making the move to an insurance agency like Ansay & Associates is something that really energizes me,” Sartori said. “I can’t wait to get started. I’m thrilled I get to partner with our leadership team and our producers to continue to grow Ansay & Associates and provide even better services and support for our customers.”
West Bend Mutual Insurance Honored with National Workplace Award for Eighth Straight Year For the eighth year in a row, Business Insurance magazine and the Best Companies Group have named West Bend Mutual Insurance Company one of the nation’s top places to work in the large property/casualty insurer category. West Bend was one of 75 companies nationally recognized in the 2017 Best Places to Work in Insurance program. The national awards program is designed to identify, recognize, and honor the best places of employment in the commercial insurance industry, benefiting the industry’s economy, its workforce, and businesses. Companies participating in the program are property/casualty insurers, group life/health insurers, reinsurers, third-party administrators, and agents/ brokers.
West Bend associates say they like being part of a company with community and environmental priorities. West Bend actively supports dozens of not-for-profit organizations, including Habitat for Humanity, United Way, and The MACC Fund. Care for the environment is promoted with gardens for associates to grow their own organic produce, reduction of paper use, elimination of plastic wear and Styrofoam in the on-site cafeteria, and the preservation of 160 acres of prairie on their campus. These are just a few of the company’s sustainability initiatives.
Trisha Krautkramer Promoted to Branding General Manager at Acuity Acuity announced that Trisha Krautkramer is promoted to General Manager - Branding. In that role, she will be responsible for developing and managing Acuity’s marketing initiatives and activities, including campaigns across different media, advocacy, events, corporate responsibility programs, and sponsorships. Trisha joined Acuity in 2015 as Director - Branding, bringing extensive marketing experience with numerous firms in a variety of roles. Immediately prior to Acuity, Trisha was Vice President - Analytics for Laughlin Constable. She has been a panelist at numerous marketing conferences and has instructed Advanced Google Analytics at UW-Milwaukee School of Continuing Education. A graduate of Marquette University, Trisha earned her bachelor’s degree in marketing and international business. She also obtained Google Analytics and Google Analytics Mobile App certifications. Acuity, headquartered in Sheboygan, Wisconsin, is a property and casualty insurer that operates in 26 states, generates nearly $1.4 billion in revenue through 1,000 independent agencies, and manages over $4 billion in assets. Named one of the top 10 large companies to work for in America, Acuity employs over 1,200 people.
“At West Bend, our vision is to be the company of choice for WISCONSIN INDEPENDENT AGENT
DECEMBER 2017 | 37
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