Wisconsin Independent Agent Magazine April 2019 by Independent Insurance Agents of Wisconsin

wisconsin INDEPENDENT AGENT APRIL 2019

OUR 2019-20 IIAW EXCLUSIVE COMPANY SPONSORS

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wisconsin INDEPENDENT AGENT APRIL 2019 IIAW Exclusive Company Sponsors . . . . . . . . . . . . . . . . . . . . . . . 4 InsurCon2019 Schedule of Events . . . . . . . . . . . . . . . . . . . . . . 20 Insurance Bartender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Risky Business Ordinance and Law Coverage: Recognize the Risk and Jump at the Opportunity . . . . . . . . . . . . . . . . . . . 25 Industry News Carrier vs. Carrier: Wisconsin Supreme Court Weighs in on Duty to Defend . . . . . . . . . . . . . . . . . . . . . . 28 Government Affairs Gov. Evers Unveils $83.5 Billion, Two-year Spending Plan . . . . . . . . . . 32 E&O Follow the Leader: Reducing E&O Exposures from the Top Down . . . . . . 34 Emerging Leader Spotlight . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 E&O The Value of Consistency: Establishing and Teaching Standard Operating Procedures . . . . . . . . . . . . . . . . . 39 Virtual University Ask An Expert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 Members In The News . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 Food For Thought . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Independent Insurance Agents of Wisconsin

725 John Nolen Drive, Madison, Wisconsin 53713 Phone: (608) 256-4429 or (800) 362-7441 Fax: (608) 256-0170 Executive Vice President - Matt Banaszynski

2018-2019 Executive Committee President...................................................................... Jason Bott Robertson-Ryan & Associates - 330 East Kilbourn Ave., Milwaukee, WI 53202 President-Elect....................................................... Chris Costakis Avid Risk Solutions - 2501 Parmenter Street, Ste 200A Middleton, WI 53562 Secretary-Treasurer................................................ Darrel Zaleski Spectrum Insurance Group - 4233 Southtowne Drive, Eau Claire, WI 54570 Chairwoman of the Board........................................... Lise Meyer Meyer Insurance Agency, Inc., P.O. Box 130, Sauk City, WI 53583 State National Director.............................................. Steve Leitch Leitch Insurance, P.O. Box 85, River Falls, WI 54022 2018-2019 Board of Directors Mike Ansay - Ansay & Associates, 101 East Grand Ave. #11, Port Washington, WI 53704 Nick Arnoldy - Marshfield Insurance Agency, Inc., 208 West 5th Street, Marshfield, WI 54449 Mike Harrison - R&R Insurance Services, Inc., 1581 East Racine Avenue, Waukesha, WI 53146 Dan Lau - Robertson Ryan & Associates, Inc., 330 East Kilbourn Avenue, Milwaukee, WI 53202 Aaron Marsh - Marsh Insurance Services, Inc., 11 East Newton Street, Rice Lake, WI 54868 Marc Petersen - American Advantage - Petersen & Assoc., Inc. 14785 West National Ave. New Berlin, WI 53151 Joanne Lukas Szymaszek - Johnson Insurance Services LLC 555 Main Street, Racine, WI 53405 Chad Tisonik - HNI Risk Services LLC, P.O. Box 510187, New Berlin, WI 53151 Pam Utpadel - Universal Insurance Advisors, Inc. 100 West Lawrence Street, Appleton, WI 54911 WISCONSIN INDEPENDENT AGENT

www.iiaw.com

2018-2019 Committee Chairs Agency Services................................... Ruth Vorwald Johnson Insurance Services, 7401 144th Ave, Kenosha WI 53142 Automation/Technology........ Cathleen Christensen Hierl Insurance, Inc., Fond du Lac, WI 53937 Emerging Leaders........................................ Dan Lau Robertson Ryan & Associates, 330 East Kilbourn Ave, Milwaukee, WI 53202 Employee Benefits................................. Mike Farrell David Insurance Agency, Inc., 1300 South Green Bay Road, Racine, WI 53406 Government Affairs ................................... Jeff Thiel R&R Insurance Services, Inc., P.O. Box 1610, Waukesha, WI 53187 Industry Relations................................. Janel Bazan Johnson Insurance Services, 525 Junction Road, Madison, WI 53517 Membership & Marketing .............. Jamie Durocher Arlington/Roe & Co., 5530 Ryan Road, Houston, MN 55943

On The Cover... Our Exclusive Company Sponsors provide significant support to the IIAW so that we can continue to bring industry leading products, services and world-class events and resources to our members. We thank them for their continued partnership, involvement and support of the independent agency channel! In this issue, learn about how these great companies and the IIAW are positioning the independent agency system for success.

> ADVERTISERS & INFORMATION EMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 AAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5, 43 Acuity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Burns & Wilcox . . . . . . . . . . . . . . . . . . . . . . . . 7 IMT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Integrity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Liberty Mutual . . . . . . . . . . . . . . . . . . . . . . . . 10 Motorists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Progressive . . . . . . . . . . . . . . . . . . . . . . . . . . 12 SECURA . . . . . . . . . . . . . . . . . . . . . . . . . . 13, 48 Sentry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 SFM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Society . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Travelers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 West Bend . . . . . . . . . . . . . . . . . . . . . . . . . 18, 19 IIAW Agency Solutions . . . . . . . . . . . . . . . . . 24 Prelicensing Schedule . . . . . . . . . . . . . . . . . . 26 IIAW CE Webinar Calendar . . . . . . . . . . . . . . . 27 B. H. GUARD . . . . . . . . . . . . . . . . . . . . . . . . . 30 IIAW Health Plans . . . . . . . . . . . . . . . . . . . . . 31 Erickson Larsen . . . . . . . . . . . . . . . . . . . . . . 35 Emerging Leaders Committee . . . . . . . . . . . 36 Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Badger Mutual . . . . . . . . . . . . . . . . . . . . . . . . 41 Robertson Ryan . . . . . . . . . . . . . . . . . . . . . . 46 Western National . . . . . . . . . . . . . . . . . . . . . . 47 APRIL 2019

OUR 2019-2020

IIAW EXCLUSIVE COMPANY SPONSORS

EXCLUSIVE COMPANY SPONSOR

Serving AAA Members, even on two wheels. While you’re out enjoying this year’s ride, here’s a refreshing tip for AAA Members: AAA now offers roadside assistance for bicycles. AAA Bicycle Service is a new benefit with every membership that provides transportation for you and your bicycle if it breaks down on your ride. It’s one more way AAA helps members relax and enjoy the ride!

Learn more today! For Information on becoming a AAA Independent Insurance Agent Contact: Leo Plese, Regional Sales Director lmplese@aaachicago.com (630)328-7076 AAA Bicycle Service is available in Florida, Georgia, Iowa, Michigan, Minnesota, Nebraska, North Dakota, Tennessee, Wisconsin and portions of Illinois and Indiana.

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AAA.com/Bicycle

EXCLUSIVE COMPANY SPONSOR

Acuity loves you!

We are proud of the relationships we have built with the best independent agents in the world!

www.acuity.com

EXCLUSIVE COMPANY SPONSOR

IT’S THE SIMPLE THINGS THAT DIFFERENTIATE US FROM OUR COMPETITORS. We are a strong Midwest regional carrier that values our relationships with independent insurance agents. PRODUCT LINES IMT Insurance offers personal and commercial insurance products to help protect families, homes and businesses. We strive to offer great insurance products and exceptional service for a competitive price. These products include car insurance, home insurance, business insurance, farm liability, umbrella insurance and surety/fidelity bonds. INDEPENDENT AGENTS People buy their insurance from independent agents because they know them, like them, and trust them. That is exactly the reason independent agents do business with IMT. We use our strong partnership with Wisconsin Independent Agencies to meet and exceed the needs of our personal and commercial lines clients.

TECHNOLOGY IS OUR STRONG SUIT Technology is a vital part of our business at IMT and have won awards for our innovative technology. We develop and maintain our own policy systems – all from our home office. Our systems are companytested and agent-approved. In addition, we are committed to helping our agents succeed with resources and content for social media, video and digital advertising. ABOUT IMT IMT is proud of our heritage and will never forget where our roots are firmly planted. Locally run from our home office in West Des Moines, Iowa, IMT has been a Midwest company since it was founded in Wadena, Iowa in 1884. That’s more than 130 years! Today, IMT continues to offer the strong line of personal and commercial insurance products for which it has always been known through Independent Agents throughout our six-state territory – Iowa, Illinois, Minnesota, Nebraska, South Dakota and Wisconsin.

Are you a local independent agent interested in learning more about IMT products and services? Contact Troy Neil at 800-274-3531, x730.

imtins.com | 800-274-3531 8 APRIL 2019

WISCONSIN INDEPENDENT AGENT

EXCLUSIVE COMPANY SPONSOR INTEGRITY INSURANCE With a long history of supporting independent agents, an “A” rating from A.M. Best and a customizable lineup of business, home, auto and life insurance, Integrity offers the stability of a large insurance carrier and the personalized service of a small business.

We know our agents

How often do you hear about underwriters getting to know agents as individuals and building friendship along the way? Or an agent being able to pick up the phone and have a conversation with a member of the leadership team? Agents who work with Integrity know the relationship we have with our agents is unique. When you work with us, you get a truly connected partner. What does that mean? It means what we promise, we deliver. We’re dedicated to your long-term success. And it means we can have a few laughs together.

We don’t win, unless you win

That’s why Integrity agents have a high level of access to our leadership team. We’re constantly asking for feedback to make sure we’re delivering what you need to be successful — and we’re responding to that feedback, too. Whether it’s during agency meetings or an informal phone call, your voice is heard.

Committed to providing the best experience for your customers

From our insurance coverage and financial strength to Integrity’s excellent claims service, you can rest assured that your customers are with a company that’ll serve them well.

Taking innovation to another level

With partner Grange Insurance, we’re working with startups and external partners to help advance our competitive position and rapidly meet and exceed the changing demands of our policyholders and agents.

Integrity Leadership Team Front Row: VP - Commercial Lines, Dan Trochil; President, Jill Wagner Kelly; VP Claims, Christian Martin Back Row: VP - Sales & Marketing, Bobbie Collies; AVP - Talent Management & Operations, Sarah Krause; VP - Personal Lines, Steve Klingemann; AVP - Sr. Finance Officer, Matt Sharp WISCONSIN INDEPENDENT AGENT

APRIL 2019

EXCLUSIVE COMPANY SPONSOR

You understand your clients. Liberty Mutual Insurance and Safeco Insurance understands how to support them. We know your clientsâ&#x20AC;&#x2122; needs are unique. Thatâ&#x20AC;&#x2122;s why we work with you to customize coverage exclusively for them. Talk to your territory manager or visit LibertyMutualGroup.com/Business or Safeco.com to learn more.

EXCLUSIVE COMPANY SPONSOR

MORE THAN

AN INSURANCE CARRIER

MORE THAN

AN INSURANCE CARRIER

Motorists Insurance Group is your trusted carrier for auto, home, business and life insurance needs. But we are more than an insurance carrier. When you work with Motorists, our team provides outstanding field support to help you grow your agency.

EXCLUSIVE COMPANY SPONSOR

AGENTS OF

invention

A PARTNERSHIP BUILT ON UNLEASHING DATA Independent agent Seth Zaremba has set his agency apart and up for continued growth by blending art and science. Using data sharing and artificial intelligence, he and his team create seamless customer journeys, from acquisition to renewal. He values Progressive for its thought leadership, advanced technology, and consumer insights. Because, when it comes to strategy and innovation, â&#x20AC;&#x153;Progressive is playing chess while other carriers are playing checkers.â&#x20AC;? AgentsofProgressive.com

SETH ZAREMBA ZINC | BROADVIEW HEIGHTS, OH

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

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EXCLUSIVE COMPANY SPONSOR

Discover why agents love working with us

Our independent agents value the long-term partnerships they find with SECURA and our commitment to quality coverage and service. Here are just a few of the reasons they love to work with us. •

Genuine people – Passionate, experienced associates committed to excellence and service, both for our agents and policyholders

•

Expansive product portfolio – Broad coverage for Commercial, Personal, Farm-Ag, and Specialty lines

•

Easy to do business – Committed to agent-focused solutions to help you grow your business

•

Exceptional claims service – Compassionate claims professionals handle even the toughest claims promptly and fairly

•

Highly rated – Recognized by A.M. Best as A (Excellent) and Ward’s 50, not to mention high marks from agents and policyholders

•

Motivated by mutual success – We meet our policyholders’ needs best by partnering with experienced, independent agents

Competitive coverage options

SECURA exceeded expectations in 2018 with $670.3 million in direct written premium, and we’re positioned to continue this trend of profitable growth for years to come. •

Commercial Lines is SECURA’s largest business unit serving a broad range of “Main Street” businesses. Our expanding appetite for contractors, retail, light manufacturers, restaurants, and numerous other markets offer coverage to fit your clients’ needs. Plus, our Workers’ Compensation coverage extends high-quality service to their employees as well.

•

Personal Lines coverage options include our MILE-STONE® home and auto package policy as well as the flexibility your clients want for their active lifestyles. Our policyholders value the added security of Roadside RescuerSM and Travel RescuerSM, not to mention our world-wide umbrella coverage.

•

Farm-Ag Lines taps the hands-on experience of former farm kids to underwrite farm-ag risks of all sizes. Our policyholders include most aspects of the industry, from dairy, hog, and vegetable producers to cash crop, custom farming, and dairy products manufacturers.

•

Specialty Lines provides agents and prospects with an admitted carrier option for difficult-to-place business. Clients range from fitness centers to food trucks and tattoo parlors to nonprofits. We even write special events and weddings to fit your clients’ needs. WISCONSIN INDEPENDENT AGENT

“When I think of our agency partners, I can’t help but feel appreciative. Our agent customers are the faces of our company across 12 states, and they play a vital role because they bring us their customers. As we continue to grow and evolve with the industry, we’re committed to fostering our mutual success.” — Dave Gross President & CEO

Engage with us online secura.net APRIL 2019

EXCLUSIVE COMPANY SPONSOR

professional hips

• 2015: We began expanding business insurance offerings through independent agents in Wisconsin. Our Midwest Region includes offices in Madison and Milwaukee. • 2016: We opened a second Southeast Region office in Charlotte, North Carolina, so we could expand to agencies in the Carolinas, Georgia, and Tennessee.

Building professional relationships Building professional

ion by region

• 2017: As we continued to grow, we expanded into the Northeast Region, opening an office in Windsor, Connecticut. TARGET INDUSTRIES • Commercial construction

Delivering personal service, region by region

relationships • Commercial real estate • Distributors

WHO WE ARE • Retailers Delivering service, region by region We got our startpersonal in 1904, when members of the Wisconsin Retail Hardware Association formed their own insurance company. Backed by personalized care and powerful conversations, we’ve since grown to • Service industries become one of the largest and most financially secure mutual insurance companies in the nation. With • Manufacturing more than $15.7 billion in assets, a $4.7 billion* policyholder surplus, and an A+ (Superior) rating from A.M. Best, the industry’s leading rating authority, we continue to provide peace of mind for insureds.

REMEMBERING OUR ROOTS More than 100 years ago, when s of the Wisconsin Retail Hardware we were Hardware Dealers Mutual company. Backed by personalized Fire Insurance Company, we experienced staff ince grown employed to becomeanone of the who knew and understood al insurance companies in the nation. the hardware industry. Growing into $4.7 billion* policyholder surplus, and other markets, we continued selling he industry’s leading rating authority, insurance through direct writers. r insureds. Today, our standard business lines are handled by knowledgeable, direct sales staff focused on specific Hardware Dealers Mutual industries, including dealerships and WHO WE AREFire Insurance manufacturing businesses. staff who knew and understood the

We got our start in 1904, when members of the Wisconsin Retail Hardware arkets, we continued selling insurance Association formed their own insurance company. Backed by personalized AHEAD rd business LOOKING lines are handled by caresaw andanpowerful conversations, We opportunity to use the we’ve since grown to become one of the on specific industries, including same relationship-building approach largest and most financially secure mutual insurance companies in the nation. es. to helpmore new than customers broader With $15.7inbillion in assets, a $4.7 billion* policyholder surplus, and markets around the nation through an A+ (Superior) rating from A.M. Best, the industry’s leading rating authority, independent agents. That’s why we we continue to provide peace of mind for insureds. elationship-building approach to help new established regional offices to support

Roger Kaland Regional Executive Roger.Kaland@Sentry.com Sentry Insurance Midwest Region

REGIONAL TIMELINE • 2014: After acquiring Anchor Managing General Agency in Montgomery, Alabama, we created our Regional line of business. Anchor served independent agents and brokers in Alabama and Mississippi. • 2015: We began expanding business insurance offerings through independent agents in Wisconsin. Our Midwest Region includes offices in Madison and Milwaukee. • 2016: We opened a second Southeast Region office in Charlotte, North Carolina, so we could expand to agencies in the Carolinas, Georgia, and Tennessee. • 2017: As we continued to grow, we expanded into the Northeast Region, opening an office in Windsor, Connecticut.

TARGET INDUSTRIES • Commercialconstruction • Commercial real estate • Distributors • Retailers e nation through independent agents. That’s specially selected independent REMEMBERING OURtheir ROOTS • Service industries agents who understand clients’ pport specially selected independent agents More than 100 years ago, when we were Hardware Dealers Mutual Fire Insurance • Manufacturing industries and the areas they live in.

and the areas they live in. Company, we employed an experienced staff who knew and understood the hardware industry. Growing other markets, we selling *Assets and policyholder surplus as of Dec. 31, into 2016, and represent the aggregate totalcontinued for all members of the Sentryinsurance Insurance Group and are not reflective of any individual underwriting company. A.M. Best rating as of May 19, 2017. through direct writers. Today, our standard business lines are handled by Property and casualty coverages are underwritten by a focused member of theon Sentry Insurance Group, Stevens Point, WI. For a complete knowledgeable, direct sales staff specific industries, including listing of companies, visit sentry.com. Policies, coverages, benefits, and discounts are not available in all states. See policy for complete dealerships coverage details. and manufacturing businesses. 68-177

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LOOKING AHEAD 14 APRIL 2019 We saw an opportunity to use the same relationship-building approach to help new customers in broader markets around the nation through independent agents. That’s why we established regional offices to support specially selected independent agents

sentry.com WISCONSIN INDEPENDENT AGENT

EXCLUSIVE COMPANY SPONSOR

SFM

The right choice Wisconsin employers. in workersâ&#x20AC;&#x2122; comp for

Our Wisconsin footprint is expanding Over 1,700 Wisconsin employers

Representing over $1.5 billion in Wisconsin payroll

Totaling $31,000,000 in written premium

Our Wisconsin-based full service team is growing Underwriters with broad authority that handle all of your new and renewal business Wisconsin claim personnel with unsurpassed jurisdictional knowledge and expertise

Loss control team of experts in accident prevention, ergonomics, safe patient handling and safety leadership Rehabilitation nurse with extensive knowledge of Wisconsin provider community

Local SFM premium auditor to ensure fair, timely and accurate premium determination

Our Wisconsin commitment has never been stronger Exclusive IIAW Company Sponsor

WCRB Rating and Governing Committee members

IIAW Government Affairs and Carrier Relations committee member

sfmic.com SFM WI Indep. Insurance ad-agn-0219.indd 1

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EXCLUSIVE COMPANY SPONSOR Society Insurance Location of Company Headquarters: Fond du Lac, WI Founded: 1915 Senior Managers: Rick Parks, President and CEO Dina Schultz, Senior Vice President and COO Heather Boyer, Senior Vice President – CFO and Treasurer Mike Zajicek, Vice President – Workers Compensation Claims Bill Bunzel, Vice President – Property, Auto and Liability Claims Amy Collett, Vice President – Human Resources & Administration Thomas Konop, Vice President – Information Technology Tim Riedl, Vice President – Commercial Lines Underwriting Thomas Schwefel – Controller & Assistant Treasurer Ryan McClone, Vice President – Sales and Marketing Dominic Weber, Vice President – Actuary

In an industry not known for its creativity, Society isn’t afraid to be different. And it’s the small details at Society—they’re in each policy, and they’re in the way the company underwrites and handles claims—that set the company apart. Society knows that agents and policyholders have unique needs that don’t always fit neatly within a strictly-defined category, so Society offers insurance uniquely tailored to the businesses it writes. Sharing core values and a commitment to service with agency and association partners defines Society Insurance as a company where the small details make a big difference to agents and policyholders. Company Website: societyinsurance.com

Products Company Specializes In Society Insurance writes only commercial lines. As a niche market leader, the company has developed in-depth expertise in its core classes of business. Supported by longterm trade association endorsements from the Wisconsin Restaurant Association and the Tavern League of Wisconsin, Society writes policies for more than 25 percent of restaurants and bars in Wisconsin. Society’s strong tradition of association partnerships and niche expertise also extends into hotels and motels, grocery and convenience stores, artisan contractors, food processors, auto repair garages and health care clinics. The protection Society offers its core classes of business is consistently some of the most comprehensive on the market. Workers compensation insurance was the first coverage Society wrote when it was founded in 1915, and the company maintains a strong presence in this complicated and specialized line of business. Society continues to grow its Cyber Liability coverage that was first introduced in mid-2017. Today, over 1,700 policies are in force, which offers agents an opportunity to round out with this important coverage for policyholders. In 2018, new program names – TopChoice for restaurants and TopShelf for bars – were introduced to demonstrate Society’s deep niche expertise and continued commitment to tailored coverage and customized service for restaurants and bars. Long-standing industry expertise means that nobody understands the unique risks and challenges of protecting restaurants and bars better than Society Insurance. Outlook for the Company’s Future Society Insurance continues to build on its strength as a regional carrier committed to service and value for its customers. As a niche market leader, Society does not try to be all things to all businesses. Rather, the company concentrates on doing what it does better than anyone else—insuring its core niches—and will continue to do so going forward. Because of this focus on niche markets, the company better understands the lines of business it writes and has exceptional knowledge and experience with issues that are likely to arise. Society’s growth plan includes expansion into a number of states to enhance the favorable growth achieved in Wisconsin, Illinois, Indiana and Iowa. The first step was expansion into Tennessee in 2016, followed by Minnesota in 2018. Minnesota became the sixth operating state, with the focus entirely in the restaurant and bar niches, the classes Society knows best. 16 APRIL 2019

WISCONSIN INDEPENDENT AGENT

EXCLUSIVE COMPANY SPONSOR

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West Bend Mutual Insurance Company Location of Company Headquarters: 1900 South 18th Avenue, West Bend, WI 53095 Founded: April 1894 Company Web site: thesilverlining.com What sets West Bend apart from other companies? There are many things that set our company apart, but these are the most important: 1. We develop and nurture strong relationships between agents and associates through personal contact, responsible actions, and a genuine concern for our valued partners. We use such means as agency performance programs, continuing education, and advisory boards to strengthen the bonds between agency and company and ensure our mutual success. With senior management, with the underwriting team, with billing, with claims, in fact with our entire company, you simply will not find a more dedicated, personal, community-oriented, and caring group of people. 2. With a broad personal lines coverage package, a full range of commercial products and services, insurance for specialty lines, bonds, and mono-line workers’ compensation, our robust product portfolio provides our independent agency partners with a market for a large percentage of the business they write. 3. Around this we wrap outstanding service. Our associates’ dedication and commitment to providing outstanding service to our policyholders and independent agent partners are the foundation of West Bend’s Silver Lining® brand, The Worst Brings Out Our Best®. It’s a big year for West Bend This year West Bend celebrates 125 years. I couldn’t be more proud that a company founded by West Bend businessmen in 1894 has become a billion-dollar regional insurer in 2019. In fact, today West Bend is the 71st largest property/casualty insurer in the United States. Thousands of people have contributed to our success throughout these past 125 years. From the first seven agents appointed in Washington County to the more than 1,500 agencies that represent West Bend across 13 states, our independent insurance agencies have been with us every step of the way. The strong relationships we share with our agents are the heart of our success. Our priorities for 2019 We pledge our commitment to distribute our products through independent insurance agencies. We will continue to work with them to find new ways to meet the ever-changing needs of our policyholders. We know we have to make it easier for our agents and policyholders to do business with us. Our agents can rest assured the focus of our priorities and initiatives are the needs of our customers and our associates. At a time when other companies are paying less attention to relationships with their independent agency partners and choosing to distribute their products through multiple channels, West Bend remains dedicated exclusively to independent agents. – Kevin Steiner, President and Chief Executive Officer 18 APRIL 2019

WISCONSIN INDEPENDENT AGENT

We know what it took to build this business.

And we know what it takes to protect it. Underwriters who know and understand what coverages are necessary to protect the business. Loss prevention professionals who use a hands-on approach to help develop programs tailored to the individual business. Claim reps with the expertise and technology to process claims quickly and efficiently. As an Official Supplier of the Silver LiningÂŽ, you and West Bend will find the right insurance plan for your valued customers. To find out more, talk to your West Bend underwriter.

Celebrating 125 years of valued relationships with our agent partners.

SPEAKERS &

SCHEDULE OF EVENTS

ENTERTAINMENT

WEDNESDAY, MAY 15

Jim Abbott was born September 19, 1967 in Flint, Michigan without a right hand. He was an All-American hurler at Michigan, won the Sullivan Award in 1987, was the pitcher for the Gold Medal Olympic Team in 1988, and threw a 4-0 no-hitter for the New York Yankees versus Cleveland (September 4, 1993). Jim played for 10 seasons on four different teams and ended his big league playing career in 1999. Abbott has worked with The Department of Labor’s Office of Disability Employment Policy (ODEP) on several initiatives encouraging businesses to hire people with disabilities. Today, in addition to often being a Guest Pitching Instructor during Spring Training for the Los Angeles Angels, Jim Abbott is a motivational speaker. John Maketa is a Fellow and advisory board member of The Work Institute and a guest lecturer at the Fox School of Business at Temple University. In 2013, he was invited as a subject matter expert to participate in the Global Digital Innovation Initiative at the United Nations General Assembly. John is a co-author of the bestselling book Now You’re Thinking! and a research analyst of the 2014 EDA Trends in Executive Development Benchmark Report. John is a powerwalker who lives in Pennsylvania with his generation X wife, Lisa, and Generation Y son, Jack.

Charlie Berens - comedian, host, actor and Emmy-winning journalist - is a dynamic talent in the comedy world. Berens is the creator and star of the Manitowoc Minute. In 6 months, he transformed the viral video series into an hour-long variety show and selling out venues. Charlie’s career extends beyond the Manitowoc Minute by creating content for Funny or Die, TBS Digital

9:00 AM- IIAW BOARD MEETING 11:00 AM 11:00 AM

12:15 PM- Agency of the Future - Matt Banaszynski, CEO IIAW 1:00 PM This seminar will cover a variety of technologies that the insurance industry is currently deploying to provide a better customer experience, and increase employee efficiency and sales while decreasing expense. 12:15 PM- Medicare for All et al, Association Health Plans and 2:00 PM Medicaid Expansion - Dave Grunke (2 CE) Review major proposals/plans, examine the current status of Association Health Plans, discuss the impacts of Medicaid Expansion on Hospitals, Physicians and the ACA Marketplace. 12:15 PM- Paper, Email & Download, Oh My! - Mary Huari, et 2:00 PM al (Autotech Committee) (2 CE) How to organize your agency around the multiple ways that carriers deliver policy documents. 1:15 PM2:00 PM

Basics of Experience Rating - Tad Cleveland and Melanie Lindseth, WCRB

2:10 PM3:00 PM

State of the Auto Industry - Rex Dachenbach, West Bend Mutual (1 CE) Overview of the current status of the auto industry, including rates/rating, industry profitability and growth, legal/regulatory, and distribution channels.

2:10 PM3:00 PM

Interactive Agency Needs Assessment - Mallory Cornell, Vice President, IIAW This interactive session will give participants a first-hand look at how technology is helping the IIAW identify agency exposures and provide the resources for effective mitigation.

3:10 PM4:00 PM

Cyber - Lisa DeMichael and Sarah Campbell, Chubb (1 CE) This course outlines the current cyber environment and the exposures that security breaches create for an organization from a cost and reputation standpoint.

3:10 PM4:00 PM

Technology Tools for Efficiency - Auto Tech (TBD) A look at the tools you can use to implement in your agency to help your employees drive efficiency and profitability

and Fox Sports. Berens is regularly featured on Funny or Die. His comedic mashups, including “If Jack Dawson Was Really From Wisconsin,” have garnered more than 13 million views. Additionally, he performs stand-up around the Los Angeles area.

CONVENTION REGISTRATION OPENS; LUNCH

4:15 PM6:15 PM

6:15 PM– 9:00 PM

WELCOME REMARKS, ASSOCIATION MEETING & AWARDS Hors d’oeuvres and cocktails, everyone encouraged to attend! COMPANY HOSPITALITY & ENTERTAINING

9:00 PM– EMERGING LEADERS SOCIAL - Cowboy Jacks Saloon 12:00 AM (across street) *FIRST OVERNIGHT AT MARRIOTT WEST*

THURSDAY, MAY 16 7:45 AM– CONVENTION REGISTRATION OPENS - Light 9:00 AM Breakfast Buffet 8:30 AM– JOHN MAKETA 9:30 AM Charting the Course through Demographic Change Examine how demographics play a significant role in 21st century workplace, major competency gaps of next generation leaders, and introduce the competencies required to succeed in the 21st century. 9:35 AM– DAIS - Discuss making the industry agency-centric 10:35 AM through the Internet of Insurance, a risk syndication network that will connect agents, carriers on a shared platform. 10:45 AM– CEO PANEL, with introduction from special guest 12:15 PM Commissioner of Insurance, Mark Afable (1 CE) 12:30 PM– LUNCH (PLATED) & KEYNOTE SPEAKER, JIM 2:00 PM ABBOTT MLB pitcher and Olympian, born with only one hand, will talk about his experiences in life and how they led him to discover a customizable secret to success: A Adjustability, D - Determination, A - Accountability, P - Perseverance, T - Trust. 2:15 PM– 4:45 PM

CONVENTION SHOWCASE & NETWORKING Cash bar, coffee, water

5:00 PM– COCKTAIL RECEPTION honoring IIAW president, 6:00 PM Jason Bott All are welcome, please join us for some drinks! 6:00 PM9:00 PM CONVENTION WRAP PARTY & ENTERTAINMENT 7:30 PM- CHARLIE BERENS, award-winning comedian from 8:30 PM Manitowoc Minute *SECOND OVERNIGHT AT MARRIOTT WEST*

REGISTRATION Annual convention registration options are below: FULL REGISTRATION: Members: $239 Non-Members: $279 FULL SPOUSE REGISTRATION: $129 WEDNESDAY-ONLY REGISTRATION: Members: $149 Non-Members: $189 THURSDAY-ONLY REGISTRATION: Members: $189 Non-Members: $229 Group reservations of 8 or more receive a 10% discount. This applies to full registrations only. For complete descriptions, please go to www.iiawconvention.com. Cancellations received by April 5th will be refunded, less a $10 processing fee. No refunds will be given for cancellations received after April 5th. Attire is business-casual for all convention events.

EXHIBITING Exhibitor registration fees are as follows: Member: $900 Non-Member: $1000 For complete details and to register as an exhibitor, please visit www.iiawconvention.com or email info@iiaw.com.

HOTEL All convention events take place at the Madison Marriott West. Rooms, at $151, in our reserved room block for May 15th and 16th, are available now for reservation but will sell out, so book early. Rooms will be available at the standard rate for both days after the block is sold out. Please indicate that you are attending the IIAW Annual Convention to ensure the group rate. Additional rooms for May 15/16th can be reserved at the Comfort Inn & Suites. The hotel reservation deadline is April 24th.

FOR DETAILS VISIT WWW.IIAWCONVENTION.COM

INSURANCE BARTENDER

Premium Trust Accounts >

Differ by State

I received the following question from Gary, in Milwaukee. He asks, “As we expand into different states, I want to make sure we are handling premiums correctly. I know that Wisconsin does not require a premium trust account. But others do. I believe some even require that we use a bank located in that state. Does the IIAW have anything that summarizes this area by state?” This was a great question. Especially for agencies that collect premiums in states other than Wisconsin. The answer may not be as straight-forward as you would think. We went back to Gary and asked him specifically which states he was interested in and provide the state specific information. Depending on the state, the rules vary. The statutes requiring premium trust accounts refer to the agent as a “licensee” or sometimes “resident agent” and “nonresident agent”, depending on the state. Also, some states have exclusions for nonresident agents. However, the state 22 APRIL 2019

laws can apply to insurance agents or licensees (implying nonresident agents are subject as well) which puts all 50 states of concern if you have insureds in all 50 states.

account for premium funds and keep the records regarding the premium payment for three years. The bank must be a member of the Federal Reserve System/FDIC.

For example: New York is a state with arguably the strictest requirements. The law requires, “An insurance agent or broker is responsible in a fiduciary capacity for all funds received or collected in such a capacity… Every insurance agent and every insurance broker acting as such in this state…”. New York requires that if collecting premiums from an insured in NY, an agent must have a premium account at a bank in NY and the account must be named “[Agency Name] Premium Account”.

Wisconsin, Arizona, Nevada, Indiana, and Tennessee have no state laws regarding premium trust accounts.

Illinois has specific rules for resident agents as compared to nonresident agents. Resident agents must have a premium trust account. Nonresident agents have requirements contingent on the size of their book in Illinois. In Florida, if an agent is NOT appointed to the insurer for which they are collecting premiums, then the agent is required to have a separate

I recommend that agencies should look at the states in which they have insureds in/ are licensed to do business in, and collecting premiums and research accordingly, or as Gary did, contact us. Unfortunately, we do not have a summary of the state requirements regarding handling premiums, mostly due to changing legislation around the topic and accepting the liability to make sure the information is accurate and routinely updated. As always, keep the questions coming. E-mail me at Matt@ iiaw.com.

> Matt Banszynski is the CEO of Independent Insurance Agents of Wisconsin. Contact him at Matt@iiaw.com WISCONSIN INDEPENDENT AGENT

Matt’s Mixology APRIL RAIN An April Rain is a simple and refreshing version of a vodka martini. The only addition is a splash of lime, which adds a delicate touch to the easy cocktail. Fresh lime juice is recommended.

Did you Know? IIAW is a proud sponsor of the Muscular Dystrophy Association’s Black and Blue Ball. IIAW Legal Counsel, Josh Johanningmeier, and IIAW’s Industry Relations Chairwoman, Janel Bazan, are Board members of Madison’s MDA Chapter!

There is no excuse to go without it, particularly if you are already cutting a lime for the garnish! Ingredients 2 ounces vodka 1/2 ounce fresh lime juice 1/2 ounce dry vermouth Garnish: lime peel Steps to Make It 1. Pour the ingredients into a cocktail shaker with ice cubes. 2. Shake well. 3. Strain into a chilled cocktail glass. 4. Garnish with the lime peel.

>> WISCONSIN INDEPENDENT AGENT

Pictured supporting the cause are Rob and Taylor Gudates, Josh and Jeanie Johanningmeier, Janel and Bryan Bazan, Chris and Anita Nelson, Ryan and Kate Quamme, Mallory and Paul Cornell, Matt and Diana Banaszynski.

Matt Banaszynski with Holly Szymczak and Joshua Szymczak. Josh and Holly are both MDA and Make-A-Wish Ambassadors. Matt bid on and won this one-of-kind, priceless work of art by Josh with 100% of the proceeds going to the MDA. APRIL 2019 23

RISKY BUSINESS

Ordinance and Law Coverage: Recognize the Risk and Jump at the Opportunity During one of my recent E&O Risk Management classes, we discussed how ordinances and laws can affect coverage for both personal and commercial lines customers. These ordinances create a significant E&O risk for agents, but also present an opportunity to educate insureds on individual exposures. One of the top reasons for E&O claims is improper coverage and/or limits. We can agree that there is a significant number of properties in Wisconsin and across the United States that are underinsured. This can be attributed to consumers shopping based only on price, confusion between assessed value and cost to rebuild, or just failing to review their exposures on a regular basis. As an order-taker state, Wisconsin agents do not have an obligation to uncover exposures for a client. However, to differentiate themselves from their competition, agents will increase their standard of care by saying things like, “We ensure you have the right insurance to protect your family or your business.” Sound familiar? If yes, then its time to make sure you have the proper procedures and workflows to back up that claim. As building codes continue to change, the need for an Ordinance and Law Coverage Endorsement (CP 04 05) increases as well. There are several green initiatives and revitalization efforts that affect these changes in addition to zoning and code requirements. For example, in Johnson Creek, WI, “Whenever the Village Board determines that the cost of repairs of a building would exceed 50% of the assessed value of such building… repairs shall be presumed unreasonable and it shall be presumed that such building is a public nuisance and must be razed.” Does an agent need to know building and code requirements for every village, city and township they write business in? That is not a feasible WISCONSIN INDEPENDENT AGENT

request or recommendation. Here are some quick tips for preventing problems resulting from the effect of building ordinances or laws: 1. An agent should be aware of ordinances and laws the might increase the insured costs of rebuilding a damaged structure, and should note those properties that might be more susceptible. For example, older structures can have issues if they don’t comply with current building codes. 2. Recognize the building and personal property policy’s limitations on coverage for additional reconstruction expenses resulting from ordinances or laws. 3. Be sure to offer the coverage endorsement with adequate limits where an exposure might exist. If the insured declines the coverage, be sure to properly document the file. As is the case with various exposures, the ability of an agent to educate a prospect or current customer about an unknown exposure helps to strengthen and show value in the business relationship. If the insured accepts the added coverage, the additional premium generates revenue for the agency. If you would like additional information on Wisconsin Ordinances and Codes, visit the Wisconsin State Law Library at www.wilawlibrary.gov. Remember to review the agency promises and make sure they align with consistent procedures. If you are unsure or feel you may have an exposure, the IIAW Agency Risk Management resources are always available.

> Mallory Cornell, MBA IIAW Vice President and Director of Risk Management APRIL 2019 25

CONTINUING

EDUCATION

IIAW ONLINE AND ON-SITE CE CLASSES APRIL Date 1 9 10 11 15 15 16 16 17 22 23 24 25 29

MAY Date 2 6 6 7 9 13 14 14 14 16 20 21 22 23 30

JUNE Date 3 5 6 11 11 12 17 17 18 20 24 25 26 27

Course

Prelicensing Life & Health (onsite, Apr 1-4) When the Child Becomes the Parent – Aging Parents and Insurance Decisions Cyber Liability Life Insurance ... Benefits for the Living Prelicensing Property & Casualty (onsite, Apr 15-18) Commercial General Liability Coverages E&O: Roadmap to Policy Analysis – Part One E&O: Roadmap to Policy Analysis – Part Two Ethics and the Law Who Is An Insured Farm Property Coverages Condominiums Workers’ Compensation Insuring Hobby and Small Farms

Course

An Agent’s Guide to Insuring Nonprofits Prelicensing Life & Health (onsite, May 6-9) 10 Things Every Commercial Lines Agent Ought to Know Additional Insureds and Certificates of Insurance Homeowners Hot Topics… What You Need to Know Dispelling the Myths of Workers’ Compensation E&O: Roadmap to Policy Analysis – Part One E&O: Roadmap to Policy Analysis – Part Two E&O: Roadmap to Policy Analysis – Part One Insuring Trusts – Protecting Your Client’s Wishes Prelicensing Property & Casualty (onsite, May 20-23) Ethical Dilemmas… Making the Right Choices It’s Not My Fault, or Is It? – Liability Issues in Personal Lines Policies Life and Health Solutions for Business Challenges Personal Auto Hot Topics… What You Need to Know

Course

Prelicensing Life & Health (onsite, Jun 3-6) Insuring Toys and Collectibles s Income After Retirement – Where Does the Money Come From? E&O: Roadmap to Policy Analysis - Part One E&O: Roadmap to Policy Analysis - Part Two Business Income – Coverage Analysis through Claims Personal Auto Policy Prelicensing Property & Casualty (onsite, Jun 17-20) Protecting Your Most Valuable Asset Ethics and Agent Liability Farm Liability Coverages Business Auto Coverages The Dirty Dozen – Twelve Great Commercial Insurance Mysteries Condominiums

*TO REGISTER, PLEASE GO TO IIAW.COM*

Time

8:30AM-4PM 12-3PM 12-3PM 12-3PM 8:30AM-4PM 12-3PM 8-11AM 12-3PM 12-3PM 12-3PM 8-11AM 12-3PM 12-3PM 12-3PM

Time

12-3PM 8:30AM-4PM 12-3PM 8-11AM 12-3PM 12-3PM 8-11AM 12-3PM 4-7PM 12-3PM 8:30AM-4PM 12-3PM 12-3PM 8-11AM 12-3PM

Time

8:30AM-4PM 12-3PM 8-11AM 8-11AM 12-3PM 12-3PM 12-3PM 8:30AM-4PM 12-3PM 12-3PM 12-3PM 12-3PM 8-11AM 12-3PM

INDUSTRY NEWS

Carrier

Wisconsin Supreme C In Steadfast Insurance Co. v. Greenwich Insurance Co., the Wisconsin Supreme Court examined a typical situation where two carriers issued liability policies insuring the same insured, but for successive policy periods. The Milwaukee Metropolitan Sewerage District (MMSD) was an additional insured under each policy. MMSD was sued for causing flooding, allegedly spanning both carriers’ policy periods. Steadfast foot the bill, but then what? Steadfast accepted the insured’s defense, hiring defense counsel for MMSD and ultimately incurring $1.55 million in defense costs. Greenwich denied coverage, ultimately relying on the “other insurance” clause in its policy. It did not seek a judicial determination of its coverage and defense obligations, instead electing to rely on its unilateral 28 APRIL 2019

coverage determination. Steadfast objected to footing the entire bill for MMSD’s defense, so after the suit against MMSD was settled it sued Greenwich seeking to recover all the defense costs incurred, along with the attorney fees incurred in establishing coverage. Why the “other insurance” clause does not apply The Wisconsin Supreme Court quickly resolved the coverage issue, holding that each policy covered the risk that MMSD would be liable for causing property damage in its policy period. Since the allegations alleged just that, the court held that Greenwich had a duty to defend unless the “other insurance” clause applied to relieve it of potential coverage. On that issue, the court correctly held that “other insurance” clauses only apply to resolve coverage

allocation disputes between concurrent policies, that is, policies that apply to cover the same risk, the same interest and the same insured. Here, the policies covered MMSD for successive periods, making them successive policies, rendering the “other insurance” clause inapplicable. The court’s opinion Turning to Steadfast’s claim for recovery of defense costs, the court analyzed the issue under a contractual subrogation theory, noting that its policy contained a subrogation clause that stated: In the event of any payment under this policy, we shall be subrogated to all an “insured’s” rights of recovery against any person or organization. The court applied the provision in a straightforward way, holding that WISCONSIN INDEPENDENT AGENT

vs. Carrier:

e Court weighs in on duty to defend upon payment of defense costs Steadfast became subrogated to MMSD’s right of recovery for those costs against Greenwich. The court held that this provision gave Steadfast the right to recover those defense costs that Greenwich was obligated to pay MMSD. Importantly, however, the court denied Steadfast’s claim for 100% of the defense costs it paid, stating that to relieve Steadfast of its share of those costs would amount to a windfall, constituting a “judicial forgiveness of Steadfast’s duty to defend MMSD.” Sharing the duty to defend with a 2/5 compromise Since both carriers had a duty to defend MMSD, an allocation of those costs was necessary. Noting that Wisconsin had not yet addressed this issue, the court considered various approaches, ultimately determining that the WISCONSIN INDEPENDENT AGENT

better approach was to allocate those costs according to the limits of the two policies. Since Steadfast’s policy had $20 million in limits, and Greenwich’s had limits of $30 million, the court held that Greenwich’s share was two-fifths of $1.55, or $620,000. Who pays the legal fees? The court also held that Steadfast was entitled to recover from Greenwich the attorney fees it incurred in establishing its right to recovery of defense costs. Relying again on contractual subrogation principles, the court held that MMSD would have been entitled to recover its attorney fees had it sued Greenwich and that, since Steadfast was standing in MMSD’s shoes as subrogee, it too was entitled to attorney fees. A message to carriers: carefully review the duty to defend Disputes between successive carriers covering the same insured

for the same loss are common. This case reminds carriers to carefully review the duty to defend without regard to the other carrier’s potential coverage, and to seek a judicial determination of coverage obligations when there could be a reasonable dispute. The decision also addresses a few new issues of Wisconsin law, specifically the use of a contractual subrogation theory to recover defense costs from the breaching carrier and the proper allocation of costs under that theory. If you have questions about insurance coverage or the duty to defend in Wisconsin, please feel free to contact Todd Smith.

> Todd Smith, Shareholder, Godfrey & Kahn APRIL 2019 29

We are pleased to recognize the critical role of our partner insurance agents and brokers in helping us achieve another remarkable year. Thank you for your ongoing commitment to our company.

Berkshire Hathaway

GUARD

Insurance Companies

COMMERCIAL LINES | PERSONAL LINES See state availability at www.guard.com

The right partner and the right plan for your business. Together with WPS Health Insurance, Arise Health Plan and Aspirus Arise, Independent Insurance Agents of Wisconsin offer high-quality coverage and networks, affordable plans and a wide range of benefit choices.

The choice is yours! Build your custom insurance package Health insurance remains one of the most expensive and frustrating employee benefits your business offers. Since the Affordable Care Act (ACA) passed, many have experienced price increases, higher out-of-pocket costs, and limited plan options. Opt for a WPS plan that offers a

ROBUST NETWORK

Choose the narrower Arise Network for a

IIAW heard your concerns and is proud to announce that a new IIAW Association Health Plan is here. IIAW membership is required of the business owner, there is health underwriting, and health insurance must be offered to all eligible employees. In addition to health insurance, when you team up with WPS Health Insurance, Arise Health Plan, and Aspirus Arise, you’re eligible for exclusive IIAW member pricing on additional services provided by EPIC Specialty Benefits. This lets you offer employer-paid ancillary benefits, such as life, short- term disability, and long-term disability, to your employees.

LOWER PREMIUM Contact us today! The Benefit Works Julie K. Allord, Broker/Owner Awarded Top Employee Benefits Broker for 2014 6200 Mineral Point Road Madison, WI 53705 Direct line: 608-729-1001 General line: 608-729-1000

Get the option to expand coverage with your

LOCAL CHOICE Aspirus Arise Network Wisconsin Wrap Network (Also includes Aspirus Arise Network)

Note: Aspirus Arise markets products to individuals who reside and businesses domiciled in the green Wisconsin counties and in Shawano County in ZIP code areas beginning with 544 only.

WPS Health Insurance, Arise Health Plan, and Aspirus Arise offer: » Comprehensive, cost-effective networks locally and nationwide » Friendly, local customer service » Help managing your health care » Ethical, honest support » Flexibility of an independent health insurer

GOVERNMENT AFFAIRS

Gov. Evers Unveils $83.5 Billion, Two-Year Spending Plan Democratic Governor, Tony Evers, introduced his 2019-21 biennial budget proposal on February 28, 2019 to a joint session of the state Legislature. Democrats overwhelmingly applauded the plan, while Republicans protested calling it a “big liberal wish list” and saying that it would undo many of their reforms over the past eight years. Governor Evers’ budget proposal spends $83.5 billion over two years, about $7 million more than the previous state budget. Included in the proposal are fiscal and nonfiscal policy items, many of which the Republicancontrolled Legislature is certain to take issue with. For the next 5-7 months, the budget will be the heavy lift and primary focus of the 132-member Legislature.

32 APRIL 2019

First, the nonpartisan Legislative Fiscal Bureau will carefully comb through the entire budget document consisting of 1,148 pages and identify all the “non-fiscal” policy items. This budget, not unlike other executive budgets, has plenty of contentious policy proposals for many different constituencies. Most, if not all of these items, will be quickly jettisoned from the budget by the Joint Finance Committee. These issues may or may not reappear throughout the twoyear legislative session in the form of separate legislation or could re-emerge in budget deliberations. The 16-member Joint Finance Committee will spend the next several months holding state agency informational sessions, gather public input from around the state, and then literally rewrite the budget before voting to

send it on to the Senate and Assembly. The Joint Finance Committee process is when most of the “sausage making” on the budget gets done and the document will look vastly different than what the Governor originally proposed. It can be a messy and time consuming exercise to watch, especially if you are observing from the outside. The state Senate and Assembly will then take turns at making modifications before voting and ultimately sending the Legislature’s final plan to Gov. Evers for his review, vetoes and signature before the budget becomes law. For additional information and details on the 2019-21 executive budget bill, visit: https://doa.wi.gov/Pages/ StateFinances/2019-21Executive-Budget.aspx WISCONSIN INDEPENDENT AGENT

Below are some specific items of interest contained in Governor Evers’ budget proposal that either directly impact our regulator at the Office of the Commissioner of Insurance (OCI) or the insurance industry in general. Keep in mind that many of the budget provisions center around healthcare and health insurance since these issues were a major theme of Governor Evers’ campaign. Rx Drug Transparency and Price Review Program This new initiative proposed by the Governor and administered by the OCI, is aimed at increasing accountability in how prescription drugs are priced throughout the market – by prescription drug manufacturers, insurers, pharmacy benefit managers, and hospitals. The budget requires OCI to ensure that every health insurance policy covering prescription drugs does not restrict a pharmacy or pharmacist from informing an insured of a difference between the price of a drug under the policy and the price the insured would pay without health insurance. In addition, the OCI would register Pharmacy Benefit managers and conduct audits and analysis, produce annual reports, as well as provide consumer drug price transparency on it’s website. Navigator Positions The Governor’s budget also includes funding for WISCONSIN INDEPENDENT AGENT

new healthcare navigator positions within OCI to assist individuals in obtaining healthcare coverage through private insurance, Medicaid or Medicare. These new navigators would assist consumers in completing eligibility forms and enrollment forms for health insurance coverage during open enrollment and could assist statewide efforts to educate consumers on health insurance coverage options. IIAW believes this provision and related taxpayer funding is unnecessary since agents already provide this service to consumers. Wisconsin Healthcare Insurance Stability Plan (WHISP) More public funds to the tune of $200 million are also included in the Governor’s budget for the Wisconsin Healthcare Insurance Stability Plan (WHISP). The WHISP is designed to improve the stability of individual health insurers by providing coinsurance for covered claims above an attachment point and below a reinsurance cap. The budget also includes full funding for the Board on Aging and Long-Term Care’s Medigap Helpline which provides seniors with information on health insurance options. Non-resident Agent Appointment Fee Increase Non-resident agent appointment fee increase under the Governor’s proposed budget. Current law requires a $16 annual fee for appointment

or renewal of a resident insurance agent and a $30 annual fee for appointment or renewal of a non-resident insurance agent. OCI may require, by administrative rule, payment of a higher appointment or renewal fee than the statutory fee. This bill increases the statutory annual fee for non-resident agent appointment or renewal to $40. This proposed increase could create additional costs on carriers in Wisconsin as state’s with lower appointment fees will retaliate against Wisconsin’s higher non-resident appointment fee. Coverage of Pre-existing Conditions The budget requires certain health plans to guarantee access to coverage; prohibits plans from imposing preexisting condition exclusions; prohibits plans from setting premiums or cost-sharing amounts based on a health status-related factors; prohibits plans from setting lifetime or annual limits on benefits; requires plans to cover certain essential health benefits; and requires coverage of certain preventive services by plans without a cost-sharing contribution by an enrollee. The federal Affordable Care Act already requires this coverage for fully insured health plans.

> Misha Lee IIAW Lobbyist APRIL 2019 33

ERRORS & OMMISSIONS

Follow the Leader

Reducing E&O exposures from the top down

Most of us think we have a pretty good idea of what a good leader looks like in action. We may be hard-pressed to define “leadership,” but we’re proud members of the “I know it when I see it” school of thought. That’s OK. Sometimes it takes a rocket scientist to put their finger on the painfully obvious, such as when Albert Einstein said, “Setting an example is not the main means of influencing others, it is the only means.” If you want the next generation of your agency to find the path to success, you’ll need to let your example show the way. Good habits can take many forms, but a survey of Swiss Re Corporate Solutions claims handlers highlighted five that can help reduce or prevent Errors & Omissions claims: Standard operating procedures. Effective E&O prevention depends on written standard operating procedures, as well as written minimum standards for writing and servicing business. There should be a written procedure for every workflow in the agency: new business, renewals, rewrites, policy 34 APRIL 2019

changes, claims handling and cancellations, just to name a few. Put SOPs in place and make it clear that everyone needs to follow the rules— including you. Education. Everyone at the agency should participate in ongoing and meaningful continuing education, both to strengthen their knowledge of insurance products and to develop in-house expertise about things like the agency management system—and they should see you sitting front and center, taking notes. Documentation. Good documentation can save an agency in a bad situation. But to be effective, it needs to be timely, detailed and easy to understand. All documentation should be kept in the same place and readily accessible to everyone who works with the account.

Consistency. Improvisation is great for comedians, but bad for insurance agencies. If your agency finds that a particular process works, do it consistently, and incorporate it into a mandatory checklist. For example, if you follow up with a client when their premium payment is due or past due, you’ve arguably created a duty to follow up every time there is a similar situation. Self-audit. Doing a self-audit will reveal both the good and the bad—where your agency’s procedures are working, as well as the areas that need renewed focus internally and through continuing education. Review procedures, forms and documents and conduct an overview with key managers or supervisors. No one at the agency should be exempt from the audit—we all make WISCONSIN INDEPENDENT AGENT

Come on! Letâ&#x20AC;&#x2122;s go!

mistakes, and we can all use them as learning experiences. Equally important: Listen to every voice when it comes to making improvements. Every employee should feel that their

insights are valued. Sometimes it takes a fresh set of eyes to see an old problem. Mark Heimsoth is an assistant vice president, claims specialist with Swiss Re Corporate Solutions

Proud to be independently owned since 1980

WISCONSIN INDEPENDENT AGENT

APRIL 2019 35

Emerging Leaders Committee WHO

OUR MISSION Help young Insurance Professionals cultivate skills for a successful career by engaging them in association activities

Young Insurance Professionals Who are looking to enhance their career and build relationships within the industry

License not required

WHAT WE HAVE TO OFFER

Experiences to help members build their careers and integrate best practices Develop meaningful relationships between other agents, carrier representative, and association members Provide unique professional development opportunities (industry simulations, personal development speakers) Engage future industry decision-makers in events and volunteer roles www.iiaw.com

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EMERGING LEADERS SPOTLIGHT

Emerging Leaders

Committee INrsGEvents M O C P U ging Leade Emer

The IIAWâ&#x20AC;&#x2122;s Emerging Leaders Committee was created to support and educate our young leaders in the field of Insurance and the related market. With the ongoing support from our Exclusive and Partner sponsors, the committee provides valuable professional development and networking opportunities individuals of all ages and backgrounds.

g n Trainin io t a c u Fire Ed rging 19 Eme 0 2 n o C Insur Social Leader erly nt (form e v E e n Capsto ce) onferen C ip h s Leader n l Acume Financia

As a group who continues to look for ways to improve our efforts, weâ&#x20AC;&#x2122;ve revamped the events for 2018-19. The new lineup offers more ways to meet forward-thinking professionals across the state of Wisconsin. The calendar kicked off in March when we brought in a social selling expert from The Hartford to teach eager minds how to improve their professional brand and increase visibility and success on social platforms. The education continued when the Committee hosted a Fire Education seminar in Appleton, WI taught by Fox Valley Technical College Public Safety instructors and sponsored by the Fox Valley CPCU group as well as Burns & Wilcox.

As the year continues, you will see the fun and learning continue. The IIAW Emerging Leaders group is hosting an evening social at Cowboy Jacks during InsurCon 2019. This event is sure to be well-attended and will provide opportunities for networking and prizes! A big thank you to our sponsor partners at Arlington/Roe & Co. In June, individuals will be invited to increase their financial acumen at a class in Eau Claire offered by our friends at Nohre & Associates. Our event lineup will wrap up in July when we invite attendees to participate in our new and improved Capstone Event. This event will replace the traditional Leadership Convention and will offer a full day Innovation Session brought to you by IIAW Exclusive Sponsor, Integrity Insurance. The Emerging Leaders Committee would like to recognize and thank the Exclusive Company Sponsors as well as the Partner Sponsors. Without their support, none of these events would be possible. The Emerging Leaders are proud to bring even more opportunities to the insurance community through IIAW. If you are interested in joining the Emerging Leaders or have questions about the calendar of events, please feel free to reach out to Mallory Cornell, mallory@iiaw.com. WISCONSIN INDEPENDENT AGENT

JOIN US! APRIL 2019 37

We help people feel secure and make life better when bad things happen

Partners Mutual Insurance is proud of the rich history we have enjoyed since our founding in 1931. So, when we affiliated with Penn National Insurance, a super regional carrier in 2012, we set out to accomplish even more. Together we bring the personal attention and local focus of a regional carrier, along with the products and services of national carriers. We want to partner with the best agents and are appointing select top-performing agencies in Wisconsin. Interested in partnering with a thriving insurance carrier with superior customer experience? Contact Mike Ottman at 262.432.3418; Ottman.Michael@PartnersMutual.com Or visit our website at partnersmutual.com

We help people feel secure and make life better when bad things happen

• Strong financial performance and A.M. Best Financial Strength Rating of A• Expanded Commercial Lines products and services with competitive pricing and comprehensive coverages to help our agents grow profitably • Comprehensive Personal Lines product offerings, including Homeowners Equipment Breakdown and additional protection plans • State-of-the-art quoting, processing and self-service tools, making it easier and faster to meet your customers’ needs • Local, experienced underwriting, claims and management staff

The Value of Consistency Establishing - and teaching standard operating procedures Giving your employees clear direction on what actions they should take or not take in certain situations is essential. But establishing standard operating procedures at your agency is not enough—you must also properly train every staff member on them. Consider the following examples of Errors & Omissions claims that could have been avoided if the agency had established standard operating procedures and properly trained its employees: 1. Relaxing procedures when procuring coverage for a long-time client. A real estate investor who purchases new homes is a longtime client of an agency. He develops a good business relationship with one of the CSRs over many years. The CSR verbally agrees to procure coverage for any new home. After each closing, the client contacts the CSR to advise the agency about the newly acquired property. Because of their longstanding business relationship, the CSR does not require the client to complete or sign any applications regarding coverages. The CSR abruptly leaves the agency before procuring coverage for three of the client’s newly acquired homes. The homes are damaged by Hurricane Irma, but it is not until afterwards that the client and the agency realize the CSR failed to procure the coverage as requested. As a result of the uninsured losses to his homes, the client files an E&O lawsuit against the agency. 2. Responding to a client’s text inquiry regarding insurance coverage. In the frenzy before Hurricane Irma makes landfall,

ERRORS & OMMISSIONS

an agency employee receives a text from a concerned client regarding coverages under their insurance policy. The employee is out of the office, so she does not have the opportunity to review the agency’s documentation and thoroughly investigate the client’s inquiry. In her desire to alleviate the client’s concerns because of the impending storm, the employee incorrectly advises the client that the policy will provide coverage for wind damage to their home. When the client’s claim is later denied, the employee realizes she provided the client with erroneous coverage information. 3. Failing to have a system in place to follow up on requested coverages. Within a few months, one manager unexpectedly leaves an agency and another manager becomes seriously ill. The agency tries to operate as best as it can, but the amount of work is overwhelming. One client had purchased a new vehicle and contacted the agency to add the vehicle to his policy. The agency submitted an auto policy change request, but the carrier required additional information and did not accept it. Because it is so shortstaffed, the agency failed to follow up on its request in a timely manner. When the client’s new vehicle is involved in a loss, the carrier denies coverage, and the client files an E&O claim against the agency. And remember: Every agency should consider modifying its standard operating procedures on an ongoing basis as new situations and new exposures arise.

By Kristina Miller Assistant vice president and claims specialist with Swiss Re Corporate Solutions. WISCONSIN INDEPENDENT AGENT

APRIL 2019 39

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ASK AN EXPERT Q: Is a Raccoon a “Mammal”?

I have an insured who purchased a boat policy. A raccoon got into their boat and caused damage to some items. The carrier denied the claim based on the animal damage exclusion. We feel that since a raccoon is a “mammal” and not an animal or vermin, this claim should be covered; however, the carrier’s reply to our request is that they “have set a precedent with reviews by their legal and technical office, that any and all animal damage claims will fall under this exclusion and they will not change their position on this claim.” We are not asking what their stance is, but for them to interpret what the policy “says.” Is the carrier correct?

In my opinion, raccoons are most certainly animals and thus damage done by them in the manner described is excluded from coverage. ======================== Wow! This is an amazing attempt to torture the Kingdom, Phylum, Class, Order, Family, Genus, Species taxonomic system to find coverage. Call a veterinarian or a zoologist and ask if a mammal is an animal. A mammal is an animal, this is an excluded loss. I admire the effort, though. ========================

Just because something is a mammal, that does not mean it’s therefore not an animal. For example, a squirrel is a rodent but it’s an animal. The exact damage was not specified, but the exclusion is for animals.

A racoon is an animal. It is not vermin. If the exclusion is for animal damage the carrier is correct.

========================

A raccoon damaged some property, the policy

40 APRIL 2019

========================

WISCONSIN INDEPENDENT AGENT

specifically excludes damage caused by animals, a raccoon is an animal, therefore the loss is excluded. ========================== This exclusion is much broader than ISO. A raccoon is certainly an animal. ISO deleted the word “vermin” from their policy because too many animals were being called vermin in order to deny claims. ISO used to exclude birds, vermin, rodents and insects. Unfortunately, the carrier is correct in their denial.

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========================== The way they’ve written this exclusion is a little “squirrely” because excluding “animals” makes the mention of birds, rodents, etc. superfluous. It seems like a better way to phrase the exclusion would be to end it with “or other animals.” But a raccoon IS an animal. It’s also a mammal but your logic is faulty. Not all animals are mammals, but all mammals are animals. We had a similar claim once for damage to a boat by a turtle under a policy with an “animal” exclusion. The agent argued that the turtle was a reptile, not an animal. The same logic applied as it does here…while not all animals are reptiles, all reptiles are animals. ========================== I believe the adjuster is correct. I grew up working on a farm with many creatures who required tending - including raccoons that I have always believed are animals - as do most people. Googling the definition of mammal “a warm-blooded vertebrate animal of a class that is distinguished by the possession of hair or fur, the secretion of milk by females for the nourishment of the young, and (typically) the birth of live young.” WISCONSIN INDEPENDENT AGENT

badgermutual.com

What is the difference between an animal and mammal? The main difference between animal and mammal is that the animal refers to any type of organism classified under kingdom Animalia whereas a mammal is a type of animal that has mammary glands and a body covered with fur. Furthermore, not all animals are vertebrates but, mammals are vertebrates. ========================== I don’t see much hope for coverage here. Raccoons are animals. I think all mammals are animals, except perhaps humans, though I know a few humans that would qualify too. There are many boat policies that focus on excluding marine animal damage and don’t exclude land animal damage. In one loss, the insured’s cat did similar damage to the boat interior and it was covered. But, with this contract, the insured would have to collide with the raccoon for there to be coverage. APRIL 2019

Members in the News Becky Monfre Joins Integrity Insurance as Business Development Manager Integrity Insurance, a Property & Casualty carrier headquartered in Appleton, WI, is proud to announce the addition of Becky Monfre as Business Development Manager. In this new position for Integrity, Monfre is responsible driving growth and visibility, in addition to managing a territory in Wisconsin. Monfre brings nearly 14 years of agency and insurance carrier experience. She also serves on the Integrity Management Team. Integrity’s VP, Sales & Marketing Bobbie Collies stated, “I’m confident Becky’s experience and expertise will help us effectively manage and grow our business in addition to providing innovative solutions to help meet and exceed the changing demands of our independent agents. We’re thrilled to have her on our team.” Monfre is a graduate of the University of Wisconsin Eau Claire with a Bachelor of Arts in social studies education / sociology. She holds a CPCU and AAI insurance designations in addition to an independent insurance agent license. Integrity Insurance established in 1933 and is based in Appleton, WI. Integrity offers auto, home and business insurance through a network of independent agents throughout IA, MN and WI. With partner Grange Insurance based in Columbus, Ohio — the 13-state enterprise has $2 billion in assets and $1 billion plus in annual revenue and holds an A.M. Best rating of “A” Excellent. West Bend Names Spirit of the Silver Lining® Award Recipients in Wisconsin West Bend also presented a grant to the nonprofit 42 APRIL 2019

the recipient supports West Bend Mutual Insurance recently presented the Spirit of the Silver Lining Award to two of its agents in Wisconsin, as well as the nonprofit organizations supported by these agents. West Bend also presented a $10,000 grant to each of the nonprofit organizations from its Independent Agents’ Fund. The Spirit of the Silver Lining Award honors West Bend agents and the organizations they support for their dedication to delivering a silver lining to those in need. The Wisconsin recipients of the 2019 Spirit of the Silver Lining Award are Doreen Janssen of Ansay & Associates and John “Mack” Borges of Robertson Ryan & Associates. Janssen was presented with the award for her support of the Freedom Food Pantry, where she serves as a board member. Initially inspired by a high school agriculture assignment that tasked students to “do something to help the town of Freedom,” the Freedom Food Pantry began providing donations to hungry students in 2002. With community support, the pantry has since grown and now provides bimonthly meals for 5060 households. Borges was presented with the award for his work with Penfield Children’s Center. As a leader in early childhood development, Penfield Children’s Center serves more than 1,700 children annually, many of whom have developmental delays or disabilities. The center provides early education, health services, and family programming to help children learn and overcome developmental challenges. Most of the children who receive care are from families who are at or below the federal poverty level and would not be able to afford these crucial services otherwise. “At West Bend, we have a proud tradition of giving back to the communities in which we do WISCONSIN INDEPENDENT AGENT

business,” said Kevin Steiner, president and CEO of West Bend Mutual Insurance. “The Spirit of the Silver Lining Award is a unique program that allows us to express our gratitude to our agent partners on whom we rely to identify the causes that matter most in our communities.” Since 2006, West Bend has awarded more than $1.4 million in grants for sustaining support, special projects, or capital projects to nonprofit organizations representing a broad field of interests, including, but not limited to, arts and culture; education; the environment; family, youth, and elderly; health and human services; medical research; and community development. Grants are made to organizations in Wisconsin, Illinois, Indiana, Iowa, Michigan, and Minnesota. com. Ansay & Associates Promotes New Chief Development Officer Ansay & Associates, a leading regional insurance

and benefits solutions agency, has promoted Erik Mikkelson to Chief Development Officer, effective immediately. For the last four years as Vice President, Mikkelson provided exemplary leadership in spearheading digitization and automation initiatives, as well as building carrier relationships and strategic support for the agency. Mikkelson has more than 20 years of overall insurance industry experience. “Erik’s vision and commitment to innovation has allowed our agency to evolve,” said Ansay & Associates CEO Mike Ansay. “This new position strategically aligns Erik’s strengths with a responsibility to push the agency forward as we continue to seek creative solutions to disruptions in the insurance landscape.” As Chief Development Officer, Mikkelson will work closely with Rachel Ansay, Director of Brand Marketing & Business Development, and Michelle Perez, Digital Experience Specialist, to continue to cultivate a culture of innovation. Mikkelson

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will also maintain responsibility for Carrier Management activities including relationships, communication, metrics, tracking, training, and results. “Ansay & Associates remains a leader in the insurance marketplace with a commitment to innovative solutions for our clients,” Mikkelson said. “I’m eager to continue to learn, implement new technologies, and make our agency best-inclass across all avenues.”

science from Metropolitan State University in St. Paul, Minnesota. He has more than 34 years of experience in information technology and 27 years of experience in insurance-related technology.

David Kaiser announced as SFM’s COO

In addition to his role with SFM, Kaiser cofounded the charitable SFM Foundation and currently serves as its President. SFM Foundation provides post-secondary education scholarships to children of parents fatally or seriously injured in work-related accidents. The charity has committed $1.7 million dollars to support 151 scholarships since their inception in 2008.

SFM Mutual Insurance Co. has promoted David Kaiser to the position of Chief Operating Officer and Senior Vice President.

SFM offers workers’ compensation insurance solutions for employers of all sizes, including claims and disability management, cost containment, legal assistance and third-party administration. For more information, visit sfmic.com.

Kaiser has been with SFM since 1992, having originally joined the organization in the role of Senior Programmer Analyst. He became SFM’s VP of Information Services in 2001, and has served as Chief Information Officer since 2005.

Society Insurance Elects JoAnn Cotter and Nancy Hernandez to Board of Directors Company honors retiring directors Eric Englund and Jeff Timler

“Dave has long been an integral part of SFM’s success,” said SFM President and CEO Terry Miller. “He possesses a truly remarkable level of talent and experience. Dave’s vision and strategic acumen make him ideally suited for this expanded role in leading SFM.” In his position as COO, Kaiser will oversee all of SFM’s technical and financial operations. This includes jurisdiction over the Information Services functions he led as CIO. “In my new position, I’m looking forward to making the most of the excellent work that’s being done every day by SFM’s dedicated staff and leaders,” said Kaiser. “I’m excited to have an opportunity to have an even bigger role in furthering SFM’s commitment to service and innovation.” Kaiser earned a bachelor’s degree in computer 44 APRIL 2019

Society Insurance elected JoAnn M. Cotter, CPA of DePere, WI and Nancy Hernandez of Bayside, WI to a three-year term on its board of directors at the Annual Meeting of Policyholders on March 11, 2019. Cotter is currently Vice President of Cotter Funeral Homes & Crematory, a three-generation family business located in DePere, WI. She is a retired partner in charge of financial institutions of Wipfli LLP, a large consulting firm, where she managed the financial services practice. Cotter earned her bachelor’s degree in business administration at St. Norbert College and is a member of the American Institute of Certified Public Accountants and the Wisconsin Institute of Public Accountants. She serves on the board and finance council of the Green Bay Diocese and is also a board member of Encompass Early Education & Care Foundation. Hernandez is the president and founder of ABRAZO Multicultural Marketing and Communication, an integrated marketing company dedicated to connecting companies WISCONSIN INDEPENDENT AGENT

2019, and the financial details were not disclosed. With the addition of The Diedrich Agency, Vizance now has locations in Appleton, Berlin, Fond du Lac, Hartland, Kaukauna, Kenosha, Oshkosh, and Ripon, and serves a geographic market stretching from Northern Illinois through Northeastern Wisconsin.

and organizations with Hispanic, AfricanAmerican and Asian audiences. She also serves as president of the Hispanic Collaborative, which coordinates more than 150 organizations and individuals working to further economic opportunities and representation for Latinos in the Milwaukee region. Hernandez earned her bachelor’s degree from Lakeland College and her MBA from Marquette University. She serves on the boards of the Wisconsin Economic Development Corporation, Marquette University and the Milwaukee Public Library Foundation. Society’s board also re-elected Stephen Peterson, chairman, to a three-year term, and congratulated Eric Englund and Jeff Timler on their retirements from the board. Englund served on the board of directors for nine years; Timler served on the board for 18 years. In addition to Cotter, Hernandez and Peterson, Society’s board of directors also includes: John F. Duwell, Susan M. Finco, Thomas J. Gross, Linda L. Newberry-Ferguson, Rick W. Parks, and Kim M. Sponem. Headquartered in Fond du Lac, Wis., Society focuses on the small details that make a big difference to its policyholders while offering top-notch insurance coverage, service and competitive pricing. Vizance Combines with The Diedrich Agency Hartland-based insurance agency Vizance has merged with The Diedrich Agency, headquartered in Ripon. The merger took effect on January 1, WISCONSIN INDEPENDENT AGENT

Founded by Carl Diedrich in 1923, the Diedrich Agency specializes in business insurance, farm and crop insurance, home and auto insurance, employee benefits, and individual health insurance, including Medicare. The Diedrich Agency will continue to operate under the Diedrich name, and agency Principals J. Drew Diedrich and Tobin Storzer will continue with the organization as owners of the new entity. “The industry has changed a great deal since my grandfather Carl started selling insurance. It’s a much more complex and competitive business now.” said Diedrich. “From the very beginning our agency has prioritized and valued the relationships with our clients and the trust they place in us to meet their insurance needs. This new partnership with Vizance will bring significant resources to benefit our clients in an ever-changing insurance landscape.” Together, Vizance and The Diedrich Agency will leverage their significant resources to bring additional services such as safety, risk management, and compliance services to its business clients. Vizance, founded in 1978 and based in Hartland, Wisconsin, is a privately-held independent agency offering a broad portfolio of insurance, risk management, employee benefits, and financial service solutions for businesses and individuals. The agency has been named as one of the area’s “Fastest Growing Firms” and “Best Places to Work” by the Milwaukee Business Journal. “We are very excited to partner with Drew, Tobin, and the rest of the Diedrich Team,” said Vizance President Jeff Cardenas. “Their expertise, culture, and deep client relationships converge perfectly with our business model.” APRIL 2019 45

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Learn More: Chris Illman I cillman@robertsonryan.com I 800.258.0277 I www.RobertsonRyan.com 46 APRIL 2019

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