November 2014 WI Independent Agent Magazine

wisconsin

INDEPENDENT AGENT NOVEMBER 2014

IIAW: LEADING INTO THE FUTURE

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wisconsin

INDEPENDENT AGENT NOVEMBER 2014 Eric Schwartz, Editor

Open Door Policy Perpetuation Is Focal Point Of Strategic Plan . . . . . . . . . . . . . 4 Marketing Minute Video Mail: A Better Way To Follow Up. . . . . . . . . . . . . . . . . . . . 7 Virtual University I Have Retired. Does My Insurance Retire, Too? . . . . . . . . . . . 8 Commentary From Counsel Last Word (For Now) On Same-Sex Marriage. . . . . . . . . . . . . . 10 Errors & Omissions Locking Up The Shop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 News From ACT Connecting Agents With Download . . . . . . . . . . . . . . . . . . . . . . 15 Best Practices 2014 Best Practices Study Update . . . . . . . . . . . . . . . . . . . . . . 16 Association Leadership John Wickhem, 2014-15 IIAW President . . . . . . . . . . . . . . . . . 25 Member Profile HNI Risk Services: Growth By Design . . . . . . . . . . . . . . . . . . . 26 Autumn Retreat 2014 Pictorial. . . . . . . . . . . . . . . . . . . . . . . 28

On The Cover…

At the 2014 fall planning event, the IIAW Board of Directors held a strategic planning session to set the agenda for the future of the Association. There are challenges to be met but the opportunities are boundless. For details, please go to pages 4 and 25. It’s going to be an exciting year.

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 2014-2015 Executive Committee President..................................................... John Wickhem P.O. Box 1500, Janesville, 53547-15 President-elect................................................. Steve Leitch P.O. Box 85, River Falls, WI 54022 Secretary-Treasurer........................................ Matt Weimer 100 North Corporate Drive #100, Brookfield, WI 53045 Chairman of the Board................................. Dave Dunker P.O. Box 443, Brookfield, WI 53008-0443 State National Director................................. Linda Steiner 555 Main Street #320, Racine, WI 53403 2014-2015 Board of Directors Mike Ansay 101 East Grand Ave. #11, Port Washington, WI 53704 Mark Behrens 555 Main Street #320, Racine, WI 53403 Jason Bott 330 East Kilbourn Avenue, Milwaukee, WI 53202 Gerald Couri 379 West Main Street, Waukesha, WI 53186 Mike Farrell 1300 S. Green Bay Rd., Racine, WI 53406 Chris Hanson 5601 Grande Market Drive, Appleton, WI 54913 Lise Meyer Kobussen P.O. Box 633, Sauk City, WI 53583 Brian McClone 505 North Westfield Street, Oshkosh, WI 54902 WISCONSIN INDEPENDENT AGENT

Jeff Rasmussen 525 Junction Road, Madison, WI 53717 Michael Walston P.O. Box 236, Kewaunee, WI 54216-0236 Darrel Zaleski 4233 Southtowne Drive, Eau Claire, WI 54701

> OUR ADVERTISERS AAA................................................................. 34 ACUITY Insurance............................................ 35 Applied Underwriters.........................Back Cover Axley Brynelson.............................................. 24 Badger Mutual.................................................. 17

2014-2015 Committee Chairs

Burns & Wilcox.................................................. 9

Agency Operations........................................ Kim Dandrea 1300 South Green Bay Rd. #100, Racine, WI 53406

Capital Remediation........................................ 32

Automation/Technology................ Cathleen Christensen P.O. Box 949, Fond du Lac, WI 54936-0949

Erickson-Larsen, Inc........................................ 27

Emerging Leaders....................................... Janelle Higgins 6200 Mineral Point Road, Madison, WI 53705-4504

Guard Insurance................................................ 6 IIAW Continuing Education.............................. 30

Employee Benefits.............................................. Tim Bever 555 Main St. #320, Racine, WI 53403

JM Wilson......................................................... 14

Finance & Compensation............................. Matt Weimer 100 North Corporate Drive #100, Brookfield, WI 53045

Northern Underwriting Managers.....................11

Government Affairs........................................Skip Hansen 100 North Corporate Drive #100 Brookfield, WI 53045 Industry Relations........................................ Kevin Murray 525 Junction Road, Madison, WI 53717

Pekin Insurance............................................... 24 Robertson Ryan.............................................. 33 Swiss Re E&O Program.................................... 20

Marketing & Membership Development............ Jeff Thiel P.O. Box 1610, Waukesha, WI 53187-1610

The IMT Group................................................. 32

Smaller Agencies..................................... Michael Walston P.O. Box 236, Kewaunee, WI 54216-0236

West Bend......................................................... 2

Technical.................................................... Mark Truyman P.O. Box 6 , Seymour, WI 54165

Western National.............................................. 21 Wilson Mutual................................................... 17 NOVEMBER 2014 | 3

OPEN DOOR POLICY

PERPETUATION IS FOCAL POINT OF STRATEGIC PLAN

This year, the Board of Directors and the Association’s committees underwent a strategic planning session during the fall planning event.

The goal of this exercise was to re-educate our dedicated volunteers on the products and services offered by the Association while taking a hard look in the mirror at the challenges and opportunities the Association will face over the next three years.

and their employees at over 650 locations.

The strengths of this Association are grounded in a wide range of products and services.

The hallmark of a great strategic plan and action plan is clear alignment of focus from the Board of Directors to staff to committees to the membership. Strategy

of this strategic plan is to create a process model, road map and/or set of objectives formulated into an Action Plan to help shape and affect the organization’s execution efforts.

In doing so, the IIAW’s goal is to enhance or develop products and services that provide our members with a sustainable competitive advantage and in doing so elevate the Association in the process.

The committees are currently focused on setting their objectives and putting into motion their action plans for this Association’s Developing a strategic The goal of the strategic planning session at fall planning was to refiscal year. Below plan with a focus on the educate our dedicated volunteers on the products and services offered IIAW as a single entity is is an excerpt from the summary of the by the Association while taking a hard look in the mirror at the challenges important from an external IIAW’s strategic plan and opportunities the Association will face over the next three years. perspective. The challenges that I have been and opportunities of IIAW’s working on. I always changing environment welcome and encourage feedback to ensure we formulation and implementation are (association and industry) suggest the need have a pulse on our diverse membership. highly interdependent, but a good strategic for enhanced institutional capacity to act plan does not guarantee good execution. as a unified unit, that is, to chart strategic This strategic plan treats the IIAW and its forThe relationship between individual directions and mobilize stakeholders and profit subsidiary, Agents Assistance Corporation IIAW employees, committee volunteers strategic partners around these goals and (AAC) as a single unit or entity. The IIAW is and board members should strive for objectives. aptly described as the largest and oldest trade an ongoing dynamic interchange of association for independent insurance agents in thoughts, ideas and planning. The focus A few examples: The perpetuation of IIAW Wisconsin representing more than 5,000 agents members is a major strategic area of focus

4 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

OPEN DOOR POLICY for the Association in light of anticipated retirements, mergers and acquisitions over the next 3 to 7 years, and this requires an industry-wide response. This challenge also presents an opportunity to increase significantly the diversity of the industry.

The Board of Directors along with Association committee members emphasizes the need of increasing the size of the Association and the products and services it offers, but places a greater emphasis on the need to explore methods of collaborating with the PIAW in hopes of making progress towards an eventual merger between the two associations.

Specific objectives and actions will be more thoroughly discussed in the strategic plan.

Strategic Priorities and Initiatives The highest overall priority proposed for the next five years is to help perpetuate an aging industry while working to create a single trade association representing independent agents in Wisconsin. Such a priority is timely and important because of the need to anticipate and be proactive about forthcoming retirements, mergers and acquisitions. These emphases can and should be pursued with a parallel focus on enhancing the agent’s ROI in regards to their membership.

A strategic priority of the IIAW should be to find ways to partner with the Professional Insurance Agents of Wisconsin (PIAW) The Government Affairs section stresses the in hopes of eventually merging our two need to develop and mobilize an effective associations. The constant challenges facing grassroots system within the membership the independent agency distribution system to become more politically influential. The and the association model has elevated the Association Collaboration section emphasizes need to bring the two associations together. the need to have one unified voice for the A single, merged association is in the The.hallmark.of.a.great.strategic.plan.and.action.plan.is.clear.alignment.of. best interest the IA focus.from.the.Board.of.Directors.to.staff.to.committees.to.the.membership. distribution system and our carrier partners. It is vital to address this emerging challenge before it’s too late.

The plan places an overarching focus on the Association to be widely recognized as a nationally renowned leader among its peers in providing top products and services to assist our members.

Strategic Areas of Focus This plan develops a series of specific objectives and actions to enhance products and services in six central areas: government affairs, association collaboration, brand strategy, recruitment/perpetuation/education, increase association revenue, and the prioritization of programs, products and services.

independent insurance agency system in Wisconsin. The Brand Strategy section develops ways to maximize the impact of the Trusted Choice brand and supporting website to differentiate the independent insurance agents from the competition.

The Recruitment/Perpetuation/Education section seeks to identify the challenges currently facing agencies in this arena and focuses on providing products and services to meet their evolving needs. Identifying new and enhancing current revenue sources is vital to the long-term health and stability and success of the Association. Finally, prioritizing programs, products and services the Association offers is vital to allow the Association to evolve by offering relative, highly desired and utilized products and services.

CONGRATULATIONS AND THANK YOU for making your Association a top industry leader in political giving and government affairs . For an initiative launched less

In the context of these overarching priorities, the plan proposes a multitude

of strategic initiatives over the next three years (possibly up to five years).

Assessment The plan develops a framework for assessing progress that emphasizes a core set of metrics for assessing progress toward key priorities.

The mechanisms of assessment will be discussed and developed and ultimately finalized at the implementation > Matt Banaszynski is stage of this the Executive Vice President of the strategic plan and in Independent Insurance consultation with the Agents of Wisconsin.

Association’s Board of Contact him at matt@ iiaw.com.

Directors.

than two years ago, this is overwhelming success . Early next year, a published annual report will detail the successes of the Association’s political giving campaign .

2013-2014: Insuring Wisconsin Growth Fund Conduit & IIAW PAC TOTAL MEMBER DOLLARS RAISED Conduit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$55,508 PAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$600* Total ................................................................................................................ $56,108 TOTAL MEMBER DOLLARS DISBURSED TO STATE CANDIDATES Conduit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$53,850 PAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .$5,750 Total ................................................................................................................ $59,600 *Not including carryover balance from previous year .

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 5

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MARKETING MINUTE

VIDEO MAIL: A BETTER WAY TO FOLLOW UP? There is something about seeing a person that helps make a better connection.

That connection is hard to make with just text in an email.

Using any type of motion in an email message to catch the recipient’s attention is a very useful tactic. Adding simple animations drives increased customer engagement. Moreover, there’s mounting evidence that a richer experience does increase engagement. That alone makes video email a technique worth exploring.

Why haven’t more agencies been using it?

In the past, creating and delivering video emails has been expensive and difficult to use. Newer technology has made the process much easier and less expensive. While some email clients (like Outlook) don’t allow video to play directly in an email, technology improvements have made the process of going from the email to a website to actually play the video a more seamless experience.

You don’t want to include a video as an email attachment due to its large size. The file size for just a few seconds of video can easily be over 10 MB. People just won’t wait for a large file to download. That’s why using a video email service can be a huge timesaver.

Finding a Video Email Service Following are some of the video mail service providers I am aware of: > Eyejot.com

a Video quality a Limitations of video emails a Pricing a Storage capacity

In the past, creating and delivering video emails has been expensive and difficult to use. Newer technology has made the process much easier and less expensive.

a Video mail branding a Mobile playback a Mobile video recording a Video sharing a Support a Provider type

Effective Uses of Video Mail When you are ready to use video mail, here are four methods to make it work: The Digital Handshake. The Digital Handshake is a strategy that involves sending a video (to view) after the sales call, so the client can put a face to your name.

> BombBomb.com > VideoEmail.com > RealTime.Email > Mavenir.com > mailVU.com > jiveSYSTEMS.com Here are some features to look for when selecting a video email provider:

WISCONSIN INDEPENDENT AGENT

Customer Testimonials. Getting a referral from an average human being talking on a video is more convincing than reading a block of text. For this reason alone, a video testimonial can be a great customer experience point for your agency. Find someone who has emailed you or called praising your agency. Ask them if they’d be interested in filming a short video testimonial that you can use on your site and in your emails. Give them some guidelines for length, and if necessary, provide a webcam or actually go to their office. A newer smartphone captures very adequate quality video.

Tips on Saving Money, Time, and More.

Create a short video newsletter. Your video can feature general tips on how to save time and money on their insurance. Show your recipients that you care about making things easier for them and they’ll be more receptive to your next sales push email.

A Personal Thank You Message. Most consumers buy plenty of products and services and never get more than an email telling them they’re appreciated for their business. That’s why the personal ‘Thank You’ is so effective. Have your agency owner or account executive record a brief, but heartfelt message thanking them for their business. Touch upon the economy and how much it means to your company that during hard times, they decided to spend their money with you. A little thank you can go a long way with your customers. A video email thanking them takes this concept to a whole other level.

Video provides a great way to build a personal connection.

Using it as a way to communicate with your clients will enhance their customer experience and set you apart from your competition.

> Steve Anderson provides information to insurance agents about how they can use technology to increase revenue and/ or reduce expenses.

Visit his website at steveanderson.com.

NOVEMBER 2014 | 7

VIRTUAL UNIVERSITY

I HAVE RETIRED. DOES MY INSURANCE RETIRE, TOO?

This is a good question and one that you as independent agents can answer for your clients. The following article can be posted on your websites to educate your customers. Find this article and many more at iiaba.net/vu.

As a homebuilder, you spent your life making sure the work you did was safe and sufficient.

Every year you purchased a commercial general liability (CGL) policy just in case.

You made it many years with no claims and want to reward your good work with a much deserved and overdue retirement in where else? Florida.

Understanding that coverage under the CGL policies you have purchased is triggered by an “occurrence,” thus solidifying coverage “forever into the future,” you decide not to renew your policy. After all, who wants to keep paying for insurance on a business they no longer work in, especially knowing that if a claim were to arise from past work you’re covered anyway?

Basking in the sun next to your cellular phone, you are surprised to receive a call from a familiar voice from your past. It’s your insurance agent, informing you that a deck you installed on a home two years ago collapsed during a party. No one was killed, but several

of the 35 folks on the deck were injured. A claim is being filed against you for the injuries and damage to the home resulting from the accident. Your agent then informs you that you have no insurance to cover the claim.

How could this be? After all, you always purchased “occurrence” CGL policies, including the policy in force two years ago when you built the deck. And since “occurrence” coverage goes forever into the future, why is there no insurance coverage for this recent accident?

The concept of an “occurrence” policy is one of the most misunderstood in liability insurance. It is true that an “occurrence” policy could provide coverage for accidents that happen well after the policy has been in force. However, the agreement in the policy says that for insurance to apply the “bodily injury” (in this case to the folks rudely introduced to the ground below the deck) and/or “property damage” must occur during the policy period.

To simplify, some refer to an “occurrence” policy as “boom” coverage. Specifically, when did it go “boom?” In this case, while the negligently constructed deck was installed two years earlier, the “boom” happened when the deck actually collapsed; this was the accident that caused the bodily injury and property damage. The only liability coverage that would cover this claim would be a policy that was in place when the deck actually went “boom.”

You can leave a business behind, but liability can follow you forever. Anyone in a business that provides products or services is susceptible to this fact. To address the risk of the unknown, insurance companies have developed insurance called discontinued operations liability. This policy will continue to provide liability insurance > IIAW members have to you even after your access to insurance, business, technology interest in a business articles and so much ceases. It will help you more on the Big “I” enjoy the future even if Virtual University. Go to iiaba.net/vu. the past gets in the way.

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.

8 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

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COMMENTARY FROM COUNSEL

THE LAST WORD (FOR NOW) ON SAME-SEX MARRIAGE On Monday, October 6, 2014, the U.S. Supreme Court refused to hear seven petitions for appeal of lower court rulings that struck down same-sex marriage bans in five states, leaving in place decisions that legalized same-sex marriage in Wisconsin, Indiana, Utah, Virginia, and Oklahoma.

The Supreme Court’s denial of the appeals provided no explanation for its decision – it simply included the seven petitions on a list of other petitions that the Court refused to hear.

The high court’s decision to deny certiorari in these cases comes almost a year-and-a-half after the U.S. Supreme Court’s decision in U.S. v. Windsor, which struck down the federal Defense of Marriage Act’s definition of marriage as between one man and one woman for the purpose of receiving federal benefits. See August 2013 Independent Agent Commentary from

Seventh Circuit Decision

Counsel for a discussion of U.S. v. Windsor.

same-sex marriage.” The opinion was authored

by Judge Posner and issued just nine days after oral argument.

Judge Posner noted that while Wisconsin’s domestic partnership laws provided some of the same benefits as marriage, some other important benefits are only available to married couples. Under Wisconsin state law, those rights include: the right to adopt children jointly; spousal-support obligations; the presumption that all property is marital property; and state mandated access to enrollment in a spouse’s health insurance plan. The opinion also listed the extensive federal benefits to which married couples are entitled: social security spousal and surviving-spouse benefits, the right to file income taxes jointly, death benefits for the surviving spouses of military veterans, the right to transfer asserts to one’s spouse during marriage or at divorce without additional tax liability, exemption from federal estate tax of property that passes to the surviving spouse, the tax exemption for employer provided healthcare

Judge Barbara Crabb’s Decision In 2006, Wisconsin voters passed a constitutional amendment which limited marriage to unions between “husband” and “wife.” That amendment was challenged in a lawsuit brought by eight-same sex couples residing in the state of Wisconsin who asked the United States District Court for the Western District of Wisconsin to invalidate the law as unconstitutional. This past August, the Independent Agent discussed Western District of Wisconsin Judge Barbara Crabb’s June 6, 2014, decision in which she declared that Wisconsin’s ban on same-sex marriages is unconstitutional. See August 2014 Independent Agent Commentary from Counsel. Enforcement of Judge Crabb’s decision was stayed pending an appeal to the Seventh Circuit.

In a unanimous decision rendered by a three-judge panel of the Seventh Circuit, released September 4, 2014, the appellate court, in reviewing Judge Crabb’s decision and a similar decision from an Indiana District Court, ruled that the bans on samesex marriage in Wisconsin and Indiana are unconstitutional. The Seventh Circuit ruled that the governments of Indiana and Wisconsin “have given … no reason to think they have a ‘reasonable basis’ for forbidding

to a spouse

and healthcare benefits for spouses of federal employees Like Judge Crabb, the Seventh Circuit had stayed its decisions in the Wisconsin and Indiana cases pending appeal to the U.S. Supreme Court. With certiorari denied, the stay is no longer in effect.

Now What?

Same-sex marriage is now legal in twentynine states and the District of Columbia. In Wisconsin, several marriage licenses have been issued to same-sex couples since the U.S. Supreme Court declined to hear the appeals, and there are no restrictions on when samesex couples can marry. It is possible that the U.S. Supreme Court eventually will take up the issue, especially if a circuit split — that is, difference in rulings between federal appellate courts — occurs. A few weeks ago, Supreme Court Justice Ruth Bader Ginsburg suggested during a lecture at the University of Minnesota Law School that the U.S. Supreme Court did not need to take up the issue of the constitutionality of same-sex marriage bans due to the lack of a circuit split.

Such a split could occur in the near future, however. The Sixth Circuit recently held oral arguments involving the constitutionality of same-sex marriage provisions in Ohio, Michigan, Kentucky, and Tennessee. Decisions in those cases are currently pending. If the Sixth Circuit were to uphold the bans on same-sex marriage as constitutional, it is possible that the U.S. Supreme Court would accept certiorari to review > Josh Johanningmeier such a decision. For now, however, same-sex marriage is the IIAW’s General Counsel. Call the Legal is legal in Wisconsin (and Services Hotline at (877) numerous other states).

236-1669.

On October 6, the U.S. Supreme Court refused to hear seven petitions for appeal of lower court rulings that struck down same-sex marriage bans in five states. The high court did not give an explanation for this decision but as of right now, same-sex marriage is legal in Wisconsin.

10 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 11

ERRORS & OMISSIONS

LOCKING UP THE SHOP The theft or loss of employee and customer personally identifiable information is a rising liability for small and medium size enterprises. Hackers are increasingly targeting SMEs, knowing these businesses have a storehouse of personal information but are less likely than larger organizations to secure it.

But what about a very specific type of SME—independent insurance agencies?

Few organizations possess the breadth of customer information in their databases and through their routine correspondence with carriers than an insurance agency. While agents advise clients on data breach risk management protocols and the purchase of first-party and third-party cyber liability insurance, the question is— are they drinking their own Kool-Aid? Many agencies indeed are following the same prudent steps they advise clients.

When it comes to the cyber liabilities confronting small and midsize concerns, insurance agencies by and large are on top of the issue.

“This is one of the major programs that Agents Council for Technology (ACT) gets involved in,” says Jeffrey Yates, former executive director of the Agents Council for Technology at the Big “I.” “We understood from the beginning that all the other efficiencies that agencies strive for, such as real-time marketing on the Internet, would be blown out of the water if there was a security breach. This is an essential part of what we do.”

laws, agencies also are subject to federal laws like the Health Insurance Portability and Accountability Act (HIPAA) and the Gramm-Leach-Bliley Act, each requiring that specific actions be taken to protect consumers’ non-public personal information.

Massachusetts has passed the nation’s stiffest data security law; it applies to any entity interacting with residents in situations where the exchange of personal data may have occurred; as the law states, “all persons that own, license, store or maintain personal information about a resident” of Massachusetts are subject to the regulation. Thus, an agent in California who sells an insurance policy online to someone in Massachusetts, and in the course of this transaction receives and stores the person’s identifiable information, is in for a harsh surprise if this data is stolen or lost.

Now, if personal data is indeed lost, leaked or stolen, potentially serious consequences await.

Massachusetts General Law, Chapter 93A, Section 4, authorizes the attorney general to seek injunctive relief, which may involve a court-imposed $5,000 civil penalty per violation. That’s just one person’s personally identifiable information; the potentially crushing damages in a breach involving hundreds of affected people give serious pause for consideration.

The organization has developed with carriers and vendors user-friendly ways to secure email and websites, and it regularly sponsors webinars on the subject of agency security. Apparently, these messages are getting through agents who understand the business hazards posed by a security leak.

73% of 2,100 SMEs in a survey Of 855 data breaches investigated by the U.S. Secret Service

by Symantec experienced a cyber and Verizon Communications Inc.’s forensics analysis unit in attack in 2010. Of these, 30% 2011, 625 of them (72%) occurred at companies with 100 or cited the attacks as “somewhat or fewer employees, a metric that describes many agencies. extremely effective.”

Just how vulnerable are agencies to a data breach? Of 855 data breaches investigated by the U.S. Secret Service and Verizon Communications Inc.’s forensics analysis unit in 2011, 615 of them (72%) occurred at companies with 100 or fewer employees, a metric that describes many agencies. This is up nine percent from the year before. Don’t expect hackers to give up either. “As more agencies use mobile devices,” Yates says, “their cyber risks are proliferating.”

Rules and Regulations Almost every state currently has legislation on the books (Ed. note: See Wisconsin’s statute is online at docs.legis.wisconsin.gov/statutes/statutes/134/98) regarding the notification of individuals whose personally identifiable information has been stolen or lost. Aside from these state data breach

12 | NOVEMBER 2014

Then, there are the legal defense costs if an action is brought against the entity, not to mention the dire risk of reputational harm if the public becomes aware of the incident.

Steven J. Aronson, president of Aronson Insurance, is especially cognizant of the Massachusetts law, given the agency’s two locations in Needham and Newton in the state.

In his own agency, Aronson has made great strides securing his customers’ and employees’ personally identifiable information. “Most people forget that technology is not the only way for a criminal to get at this stuff,” he says. “The first thing I advise is to lock the windows and doors, and install a central station burglar alarm. You’d be amazed at how easy it is to steal a server or a drawer’s worth of files.”

He adds, “Of course, this is just the first step.”

WISCONSIN INDEPENDENT AGENT

ERRORS & OMISSIONS Serious Stuff Many agents like Stan Burnett take the threat of a data breach seriously. “We were an early adopter of technology, purchasing an imaging system that was connected to our servers about 14 years ago,” says Burnette, president of Burnette Insurance Services in Suwanee, Ga. “Within a week, the firewall was hit with thousands of hackings. We were scared to death.

Then, someone hacked into the computers and destroyed our database—didn’t steal the data, just blew it up. That’s when we realized we needed help.”

The agency brought in MIS Solutions, a managed services provider also based in Suwanee. MIS beefed up the firewalls, layered in a range of different passwords for employees to ensure they perused only those files specifically related to their work, and policed the flow of information from customers though the agency to carriers. For instance, when the agency receives a client’s payroll census for workers compensation, the employees’ personally identifiable information is deleted so all that remains is the actual dollar figures of the claim.

More recently, the agency implemented a decoder in mobile devices like smartphones and laptops that secures remote communications outside the agency’s firewalls. “The device

SIMPLE SECURITY

changes the code every 30 seconds,” Burnette notes. “Users carry a little fob to get the code of the minute; otherwise they can’t log on.”

Despite these best practices, Liam Holmes, CEO of MIS Solutions, says hackers remain undeterred in their quests. “I just ran a report and there were 32,000 unauthorized attempts to penetrate the firewall (at Burnette),” he explains.

“None of them got through.”

Some agencies have determined the risk of a data breach requires internal assistance from IT specialists (ACT advises that all agencies consider the appointment of a data security coordinator to develop and implement the agency’s security program). At Eustis Insurance & Benefits, Keith Oufnac is that person. “Our biggest problem is security,” says Oufnac, vice president of information technology at the New Orleans-based agency.

Among the best practices Oufnac has implemented is secure email. All email is downloaded and filtered by Postini, an email security and archiving service now owned

by Google. The Postini Communications Suite eliminates unwanted content from email, instant messaging and the Web, and it automatically encrypts sensitive messages between business partners, such as an agency and a carrier. “We do this to protect everyone, since everyone is vulnerable to social engineering scams,” says Oufnac.

When it comes to avoiding a data breach at your agency, heed these pieces of advice: a Make sure that passwords for desktop PCs have eight characters, a mix of upper case letters, lower case letters and numerals. a Do not put any customer data on a laptop, smartphone or thumb drive unless it is password protected. a Use an email encryption service like AppRiver or RPost for emails that contain information that would be embarrassing if intercepted. a Upgrade hardware and download the latest versions of software to ensure the latest security protections, and keep the agency current on both hardware and software versions in the future. a Make sure that third-party vendors that possess your agency’s private information have equivalent security plans and procedures in place. a Thoroughly inform and train all employees on the agency’s new security plan, procedures and workflows, and monitor their adherence to these plans and procedures. a Monitor all traffic moving through systems for any unusual activity and consider periodic security audits by external security professionals.

WISCONSIN INDEPENDENT AGENT

Social engineering—or phishing, as it is sometimes called—is getting more sophisticated. Most everyone by now has been a target of an official looking email that purports to come from a bank or some other service provider. The email strongly recommends that you download an attached link.

If you make the mistake of doing this, the link will imbed a keylogger in your computer that records your keystrokes, with the goal of capturing user ID and password details. Once in the system or network, the hacker can easily find a way into a database of customer or

employee personally identifiable information. “….An employee here reported that he received an email from support@eustis.com, which looked very real,” says Oufnac. “I was apprised and immediately wrote back—‘delete, delete, delete.’”

To determine if a hacker is trying to penetrate the agency’s firewall, Oufnac has installed intrusion detection software. “All our traffic is analyzed and updated every day, and since we have a ‘hub and spoke’ network with our remote offices, we encrypt all messages going back and forth,” he says. “We also publish a security handbook and make each employee sign off that they have read it.”

Aronson has similarly drafted an information security plan, and the agency trains employees on safe data practices. Its version is based on the aforementioned plan on ACT’s website. For a prototype agency security plan, go to iiaba.net/ act—click Planning and Security (on the left side of the page), then Security and Privacy, and open Agency Information Security Plan Development Materials.

The agency uses TLS (Transport Layer Security)— cryptographic protocols that ensure secure communications over the Internet—which all agents should consider implementing to secure interactions with insurance company partners.

Finally, the agency makes sure all transfer requests between servers and browsers have a secure hypertext transfer protocol (https). “If you see https in front of the URL, this indicates that you are now in a ‘secure session,’” Aronson explains.

Insurance Just In Case Each of the agencies in this article does something else besides implement data security and risk management best practices—they buy cyber liability insurance. “In today’s world, you simply must have it,” says Oufnac.

The IIAW offers data breach coverage through Beazley. For more information about the coverage including pricing, please go to iiaw. com and click Cyber Liability.

> Russ Banham is a contributing writer for IA magazine. Contact him at russ@russbanham.com.

NOVEMBER 2014 | 13

PEOPLE, ESPECIALLY YOUNG PEOPLE, ARE ALMOST ALWAYS ONLINE

July 2014 research found that 60% of US Internet users were almost always connected.

Fully 43% never unplugged from all personal technology, such as audio players, e-readers, laptops and computers, mobile phones, tablets, and TV, and 17% only took a break a few times a year. Surprisingly, 20% of respondents did manage to unplug daily. likely to say they never unplugged (53%) and 23% of respondents ages 18 to 44 taking a break from personal technology a few times a year. However, both ends of the age spectrum were almost just as likely to unplug daily, with 24% of those younger than 18 and 27% of adults 55 and older citing this frequency.

CivicScience found that gender and income didn’t play major roles in whether or not consumers unplugged, but age did in some respects, with 18- to 24-year-olds the most

Unsurprisingly, smartphones had an influence on how often consumers unplugged.

Respondents who owned smartphones were 34% more likely than smartphone non-users to never pause their love affair with personal technology. Considering that eMarketer

expects the majority (51.4%) of US consumers to use a smartphone at least monthly this year — and 66.9% to do so in 2018 — it looks like unplugging will continue to fade out.

Source: eMarketer

Approximately 53% of 18- to 24-yearolds never unplug from all personal technology, such as audio players, e-readers, laptops and computers, mobile phones, tablets, and TV.

COMMITMENT A PROMISE WE DON’T TAKE LIGHTLY “I enjoy helping our agents write business. When they need to turn to the E&S marketplace for their clients, I love to prove that J.M. Wilson is a great option for those hard to place opportunities.”

James Reincke, AIS, AU Branch Manager

800.695.0059

jmwilson.com

Managing General Agency Since 1920 Property/Casualty • Professional Liability • Commercial Transportation • Surety • Personal Lines • Premium Finance

14 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

NEWS FROM ACT

CONNECTING AGENTS WITH DOWNLOAD Identifying New Download Opportunities for Agencies Since the introduction of ACORD-based interface, the industry has struggled to identify the overall penetration of download into the independent agency channel, as well as help agents identify the available, but unrealized carrier interfaces. In early 2013, IVANS began a project to measure the industry utilization of download, and to provide insight into areas of opportunity.

The first results confirmed that ACORD and IVANS have been VERY successful in their efforts over the past 30 years. Today, over 250 carriers send over 120 million ACORD

out Activity Notes download transactions and efficiencies for our agency.” and, at the same time, provide Westfield’s independent agencies with a Connection Maximizing Agency Efficiency Report. The Connections Report for According to the ACT/AUGIE 2013 RealWestfield was a personalized company report Time/Download Survey, personal lines used with agencies to identify any download download saves almost an hour and a connections from any of the agencies’ half per employee per day; commercial carriers that were inactive or not “turned lines download saves nearly one hour per on” with the carrier.

IVANS also began to The IVANS Connections Report has determined that more than work with agency 40% of the total available download connections from carriers are solution providers such as NASA, inactive, largely because many agencies have a misconception about

download messages to 25,000 IA agencies every year. That is amazing success for the entire industry.

Based on that insight, IVANS then turned the question around, and used data analytics to identify download opportunities available from carriers that were NOT being used by their independent agencies. The results were staggering! For all of the success in

Applied Systems, the availability of download connections from their carriers.

Vertafore and SIS, as well as the major software user groups, to provide additional employee per day. However, there are more agencies personalized connections reports. benefits to fully automated download than just time savings.

Dispelling Misconceptions “Our report told me there were lines of The IVANS Connections Report has business available from carriers that we determined that more than 40% of the weren’t leveraging,” said Debbie Miner, total available download connections from technical services manager and bond carriers are inactive, largely because many specialist, Henriott Group. “I was surprised agencies have a misconception about the to find out that we were missing commission availability of download connections from download from a carrier whose statement has their carriers. traditionally been difficult for us to manually “When we received our connections enter into our system. One of the first things grid, it was an eye opener,” said Casey we did after learning this was to sign up for Hearring, system administrator, Schultheis their commission download.”

Agency. “I thought we were downloading Agencies can begin to see the immediate EVERYTHING we possibly could. The benefits of turning IVANS Connections Report showed lines on all available of business that we weren’t downloading download and alerted us to new downloads offered by connections carriers.” by requesting a IVANS Connections Report is an personalized IVANS agency’s first step toward fully automating Connections Report information exchange with carriers. By and activating on all activating all lines of business available available downloads. > Paul Warga is the Vice President of from carriers, an agency strengthens its To request your Product Management carrier relationships and maximizes agency personalized for IVANS Insurance efficiency by reducing time spent on connections Solutions, a division of Applied Systems. Paul administrative tasks. report, contact has a wide variety of “This is such a great tool,” said Christine IVANS via email leadership experience on Horne, system support manager, Bankers at connections@ implementing solutions for business and technical Insurance. “Seeing a real, tangible analysis ivansinsurance. issues across software and of the download connections available to com, or register on web-based products, using our agency has given us greater insight into the web at insight. effective development methodologies. This our interface setups: where we are, where appliedsystems. article reflects the views of we want to go and what we need to do, com/IVANSthe author and should not strategically, to get there. This is a key part Connections_ be construed as an official statement by ACT. of leveraging interface to create greater value Register.html.

By activating all lines of business available from carriers, an agency strengthens its carrier relationships and maximizes agency efficiency by reducing time spent on administrative tasks. interface that IVANS initially found, IVANS also discovered over 40% of all potential downloads from carriers to their agencies were not setup for delivery. That is a lot of efficiency to be gained by agencies, and thus the IVANS Connections project was born.

Examining Agency Connections In late 2013, IVANS began a test project with Westfield Insurance Company to roll WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 15

BEST PRACTICES

2014 BEST PRACTICES STUDY UPDATE: STABLE BUT CHALLENGING ENVIRONMENT Study offers current benchmarking information and now includes staffing statistics.

The completion of the 2014 Best Practices Study marks its 22nd anniversary. The study, first conducted 1993 and updated every year since, provides the compiled year-end results of the country’s top

Best Practices Agencies focused on becoming less dependent on it (bonus income) by reducing expenses, becoming more efficient and finding other sources of revenue. As a result the operating profits continued to improve.

Pro-Forma Profit Margin <1.25M

1.25-5M

2.5-5M

5-10M

10-25M

>25M

2013

30.3%

31.1%

27.1%

25.2%

20.1%

21.7%

2014

29.0%

30.6%

27.9%

25.1%

21.7%

19.9%

performing independent insurance agencies in six revenue categories ranging from less than $1.25 million to more than $25 million.

Operating profit margins grew slightly. The operating profit is the pretax profit of an agency excluding supplemental income (contingent, bonus, and investment income). P-C contingent and life-health bonus income has historically contributed significantly to an agency’s profit margin. Over the last decade, however, that source of revenue has shrunk. Best Practices Agencies focused on becoming less dependent on it by reducing expenses, becoming more efficient and finding other sources of revenue. As a result the operating profits continued to improve.

Still Good but Getting Tougher…

Operating Profit Margin

The 2014 Study compilations are based on 12/31/13 FYE results, although 10% of the participating firms submitted data based on fiscal year-ends within the first two quarters of 2014. While agency performance remains strong, several key results indicate a more challenging environment has emerged for the Best Practices Agencies.

Organic growth rates, pro-forma profitability margins, and the Rule of 20 scores were flat or fell slightly across all revenue categories. These results reflect the continued softening of the property-casualty market during 2013. Maintaining robust performance levels in the near future may become more difficult if these market conditions continue.

Growth Last year’s study revealed the highest organic growth rates since 2008.

This year’s study shows a different picture with only one study group achieving an increased growth rate of at least one percentage point.

Nevertheless, growth rates remained in the high single digits with two study groups achieving double digit growth rates.

<1.25M

1.25-5M

2.5-5M

5-10M

10-25M

>25M

2013

17.4%

12.8%

10.4%

9.6%

5.9%

7.5%

2014

17.3%

13.3%

12.8%

10.1%

7.6%

7.9%

The Rule of 20 scores were down this year, reflecting the flat growth and profitability results. A score of 20 or more indicates that an agency is maintaining a healthy balance between its efforts to grow its revenues and to sustain or enhance its profitability. Typically, a core of 20 or more indicates that an agency will achieve, through profit distributions and/or stock appreciation, an industry standard rate of return on the investments it is making in the people, systems and activities needed to grow and operate the agency.

Rule of 20 Scores <1.25M

1.25-5M

2.5-5M

5-10M

10-25M

>25M

2013

23.0

24.7

23.7

21.5

21.3

20.0

2014

18.2

23.7

20.8

20.3

20.3

19.0

Net Revenue Organic Growth Rate (excludes acquired revenue) <1.25M

1.25-5M

2.5-5M

5-10M

10-25M

>25M

2013

6.9%

9.1%

9.5%

8.9%

10.4%

9.2%

2014

4.6%

10.5%

7.8%

8.1%

10.8%

8.8%

New for this Year The 2014 study contains several new staffing statistics including the number of remote worker and administrative staff (accounting and HR). The number of workers, total payroll and the payroll as a percentage of net revenues are included.

Profitability Pro-forma profit margins–the actual profitability of an agency if nonreoccurring/extraordinary expenses and revenue, and excessive owner compensation and perks are normalized–were also strong but again stagnant. As revenue growth rates slowed, profit margins were and will be under increased pressure, and are likely to result in either no growth or negative growth in the coming year.

16 | NOVEMBER 2014

Last year the service staff data was changed to offer salary ranges for the key service and sales support positions and to provide the total number of staffing needed to support each line of business.

More information on all the Best Practices products and resources can be found online at www.independentagent.com/bestpractices, or email bestpractices@iiaba.net with questions.

WISCONSIN INDEPENDENT AGENT

THE TRUSTED CHOICE

Our board members never stop working. On October 18, Jason Bott (blonde) and Matt Weimer (moustache) “ran” in the Tap ‘n’ Run 4K in Wauwatosa. No animals were harmed to make those wigs. However, Miller Lite is now an endangered species.

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 17

S W E N E H T N I S R E B MEM counsel, and most recently, associate general counsel.

Richard Maffuccio Elected President and CEO Richard Maffuccio has been elected President and CEO of Partners Mutual Insurance.

Since February, Dick has been overseeing the day-today operations of the company. With this election, Dick moves to full-time, permanent leadership at Partners Mutual.

Dick joined Penn National Insurance in 2006 as regional vice president of the Pittsburgh Office. He has gained deep and diverse experience during his career in the property-casualty insurance industry.

Richard Maffucio In addition to his experience with Penn National Insurance, Dick worked for Aetna, Travelers, and Crum & Forster. He also worked for 11 years as an independent agent, an experience that will help guide his leadership at Partners Mutual Insurance.

Dick graduated from the University of Bridgeport (Connecticut); he earned an MBA from the University of Connecticut. He is an active member of the Society of Chartered Casualty Property Underwriters and is a past president of Pittsburgh’s Allegheny Chapter. Dick has been involved with insurance education throughout his entire career. He has taught risk management as an adjunct professor for Robert Morris University and LaRoche College as well as various continuing education, agency licensing and CPCU classes.

Partners Mutual Insurance plays a key strategic role for Penn National Insurance, offering geographic diversification and growth opportunities.

Dick’s strong relationships within Penn National Insurance will help him build on the synergy with Partners Mutual Insurance. Executive management looks to him to continue the enhancements and performance improvements in personal lines that Partners has achieved, and to lead the development of competitive, attractive commercial lines markets for Partners’ agents.

In discussing this news with fellow employees, Dick said: “I am excited by this opportunity to serve Partners agents and employees. I have been so impressed with the dedication of the Partners staff, the loyalty of the agency plant and the prospects for the future. I look forward to the opportunities that we have ahead of us for profitable growth.”

To learn more about Partners, please visit partnersmutual.com.

Lahn to Lead Grinnell Mutual’s Legal Division

Lahn is a member of the Federation of Defense and Corporate Counsel, Iowa Defense Counsel Association, and Defense Research Institute.

Pete Lahn

Lahn replaces Dennis Day upon his retirement in December. Day worked for Grinnell Mutual for more than 32 years.

To learn more about Grinnell, please visit grinnellmutual.com.

ACUITY Ranked as a Top Performer Among Mutual Carriers In a recent report, Property-Casualty Mutuals: Resilient and Staying Relevant, independent research firm Conning, Inc., identified a select group of “Outperforming” mutual insurers in several size-based categories. ACUITY is ranked by Conning as one of the two top performers among the five outperforming “Very Large” (over $1 billion in surplus) mutuals, based on ACUITY’s 2003-2013 surplus growth and combined ratio.

“Conning’s ranking of ACUITY as a top-performing carrier among large mutuals is further validation of the financial strength, stability, and growth that agents and policyholders can rely on,” says Ben Salzmann, ACUITY President and CEO. Conning also noted that property-casualty mutuals continue to be a “relevant and resilient force” in the insurance industry.

Mutuals have a prominent presence in the communities where they operate, maintain a “quality of distribution” that gives them a competitive advantage, hold the highest financial strength ratings, and are ranked highly as best places to work, according to Conning.

To learn more ACUITY, please visit acuity.com.

M3 Insurance Named an IIABA Best Practices Agency M3 Insurance, based in Madison, announced it has been named a 2014 Best Practices Agency by the Independent Insurance Agents and Brokers of America (IIABA).

Pete Lahn has been appointed senior vice president of legal, secretary and general counsel for Grinnell Mutual Reinsurance Co., in Grinnell, Iowa. The appointment is effective Dec. 19, 2014.

M3 is one of only 206 insurance agencies from across the country to be selected, out of more than 1,100 nominations.

Lahn brings more than 25 years of legal and property/casualty experience to his new role, including 19 years in Grinnell Mutual’s Legal department.

He has served the company as counsel, senior counsel, assistant general

Requirements for being named a Best Practices Agency include nomination by either an IIABA-affiliated state association or an insurance company, and qualification based on outstanding

18 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

WS E N E H T N I S R E B M ME customer retention, growth, stability and financial management. Each agency is scored and ranked objectively on 35 performance factors to determine qualification.

Each year since 1993, IIABA and Reagan Consulting, Inc., Atlanta, join forces to conduct the Best Practices Study, with the purpose of documenting the business practices of “best” agencies and urging others to adopt similar practices. The agencies comprising the study groups are selected every third year, with the current cycle beginning in 2013. The selected Best Practices agencies retain their status during the three-year cycle by submitting extensive financial and operational data for review each year.

To learn more about M3, please visit m3ins.com.

SECURA Fights Breast Cancer

special app, also available on their Facebook page. Shares, posts, and other engagement in October will account for even more donations by the company.

The efforts of SECURA’s partnership with independent agents account for the highest contributions toward the cause. For each new MILESTONE® home and auto insurance policy and Specialty Lines account written between Aug. 1 and Oct. 31, 2014, the carrier will donate money to the BCRF Learn more about SECURA’s efforts to raise awareness and funds for breast cancer research at facebook.com/securainsurance, or view its short video at http://bit.ly/secura1by1. The campaign is just another way for SECURA to demonstrate its ultimate goal of protecting families and enriching their lives. One by One, we can all make a difference.

SECURA Insurance and its associates, network of independent agents, and Facebook fans are making a difference in the fight against breast cancer through its sixth annual One by One campaign. Last year’s campaign saw the company’s total donation to the Breast Cancer Research Foundation (BCRF) top $100,000, and it is expected to exceed $130,000 in 2014.

To learn more about SECURA, please visit secura.net.

To kick off October’s Breast Cancer Awareness Month, the fountain in front of SECURA’s SECURA associates kicked off the One by One Campaign by wearing home pink and walking in a relay to raise awareness of breast cancer. office on Memorial Drive in Appleton, turned pink at dusk, and will remain so throughout the month. Nearly 200 associates also participated in a pink relay. Throughout the entire day on Oct. 1, associates wore pink and walked to raise awareness of breast cancer and honor loved ones affected by the disease.

EMC spokeswoman Lisa Hamilton said that crews will begin tearing down the buildings at the end of October.

Kathy Oudenhoven, a 30-year employee at SECURA who is now approaching her 5-year anniversary of being cancer free, joined in the relay. “The first One by One campaign was just being wrapped up when I heard the words ‘you have breast cancer,’” she said. “Many of us have someone close in our lives affected by the disease, so the funds being raised by the One by One campaign are important to all of us. I will never be able to thank SECURA and my co-workers enough for the support I was given while going through treatments.”

Some of the company’s contributions to the BCRF are linked to its social media efforts. During the month of October, it will donate a dollar for each new “like” of its Facebook page, and contribute even more when people “pinkify” their profile picture with the use of a WISCONSIN INDEPENDENT AGENT

EMC Insurance Office to Replace Downtown Des Moines Buildings EMC Insurance plans to begin demolishing three downtown Des Moines, Iowa, structures to make room for a new office building.

The century-old Foster Building, Robertson Building and an annex will be replaced by a four-story building that will house an employee gym and provide meeting and storage space. The new building is expected to cost between $12 million and $20 million.

To learn more about EMC, please visit emcins.com.

J.M. Wilson’s Dey Named ‘Young Gun’ of 2014

Erin Dey

J.M. Wilson is proud to announce that Erin Dey, Director of Sales and Agency Relations, was named an Insurance Business America (IBA) ‘Young Gun of 2014’. Erin was featured in the October issue of Insurance Business America as “one of the 40 best and brightest young stars making waves in the insurance industry.” IBA reached out to brokerages, agencies, insurers and others to compile the list of talented professionals.

Erin joined J.M. Wilson in 2009 as a Property & Casualty underwriter.

Two years later, she created her current position as Director of Sales and Agency Relations. She also writes and instructs continuing education courses, leads a sales development team and works to improve the company’s internal processes.

To learn more about J.M. Wilson, please visit jmwilson.com.

NOVEMBER 2014 | 19

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2014-2015 IIAW BOARD OF DIRECTORS

The 2014-15 IIAW Board of Directors. Front: Darrel Zaleski, Spectrum Insurance Group; President-elect Steve Leitch, Leitch Insurance Agency; President John Wickhem; John Wickhem Agency; State National Director Linda Steiner, Johnson Insurance Services; Chairman Dave Dunker, Zingen & Braun Insurance; and Lise Meyer Kobussen, Meyer Insurance. Back: Mike Farrell, David

22 | NOVEMBER 2014

Insurance; Mike Ansay, Ansay & Associates; Jeff Rasmussen, Aero Insurance; Jason Bott, Robertson-Ryan & Associates; Mark Behrens, Johnson Insurance; Jerry Couri, Couri Insurance; and Mike Walston, Walston Insurance Associates. Not pictured: Secretary-Treasurer Matt Weimer, Diversified Insurance Solutions and Brian McClone, The McClone Insurance Group.

WISCONSIN INDEPENDENT AGENT

WELCOME NEW BOARD MEMBERS MARK BEHRENS Mark Behrens has built an impressive career and we’re grateful that he’s sharing his talents on the IIAW Board of Directors.

Mark is currently the president of Johnson Insurance Services, one of the largest independent agencies in Wisconsin. He has held this position for three years.

Previously, with Johnson Financial Group, he served as senior VP of corporate finance and senior vice president. He received his MBA in Finance from Marquette University.

“I’m looking forward to my time on the Board,” said Mark.

“I want to become more familiar with the issues facing the Association and Board and, hopefully, contribute at a strategic level.” Mark’s Association service includes stints on the Industry Relations, Government Affairs and Agency Operations committees.

In addition to his time with the IIAW, Mark is involved with the Wisconsin Institute of Certified Public Accountants, is on the Board of Visitors of the UW School of Nursing, and is a board member of the 6th Street Theater.

JERRY COURI As president and CEO of Couri Insurance Agency, Jerry Couri has established a successful network of agencies licensed to sell insurance in almost every state. His drive and vision are a welcome addition to the IIAW Board of Directors.

WISCONSIN INDEPENDENT AGENT

His career started with Kemper Insurance where he worked as an adjuster, underwriter, actuary and a recruiter in the field. Fortytwo years later, he’s still passionate about the industry and is active on the IIAW’s Government Affairs Committee.

“My goals for the board will be to offer ideas and energy that will benefit the independent agency system,” he said. “We should strive to take market share from the captives on personal lines, but also maintain our commercial market share. As our industry ages and retires, we must also be sure to develop programs that alert college students to the exciting careers available in the insurance industry.”

Jerry and his wife Judie have also been honored for their work in the community. Last December, the Couris were awarded the Key to the City of Waukesha by Mayor Jeff Scrima. The mayor said the couple “have greatly contributed to the Renaissance of downtown Waukesha through growing their business, adding employment, and encouraging others to come downtown.”

DARREL ZALESKI Darrel Zaleski is the president and founder of Spectrum Insurance Group. In less than eight years, the independent agency has grown to eight locations in Wisconsin.

Darrel’s ambition and business savvy make him an ideal fit for the IIAW Board of Directors and we are appreciative of his service.

After graduating from UW-Stevens Point in 1988 with a degree in marketing, Darrel immediately began his career as an agent with Wausau Insurance. In 2004, he moved on to work for another independent agency in Chippewa Falls. He founded Spectrum Insurance Group in April 2007.

He is excited to serve on the Industry Relations Committee and the Board of Directors.

“My goal for 2014-15 is to help shape the future direction of the Association and build on the strong foundation that prior board members have established,” he said. “There are a number of challenges facing our industry in the future and I’m excited about the opportunity to create solutions to help our members overcome them.”

NOVEMBER 2014 | 23

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WISCONSIN INDEPENDENT AGENT

ASSOCIATION LEADERSHIP

JOHN WICKHEM 2014-15 IIAW PRESIDENT

Insurance is a relationship business, especially relationships with people. This is certainly not a new concept but it’s an important one.

He was a camera operator, director and producer for WKOW in the 60s. In the early 70s, he served as an assistant to play-byplay announcer Gary Bender during Packers radio broadcasts. By 1978, he changed gears completely and moved into management at Woolworth’s retail store in Madison. It was during this time that John’s interest in insurance was piqued.

John Wickhem is the 2014-15 president of the Independent Insurance Agents of Wisconsin.

You may be dealing with a business entity, but it’s people who unlock the doors in the morning, answer the phones and make the critical decisions that shape the future.

It’s people who come up with the big ideas that drive profits up, keep morale high, and maintain a culture of innovation. Market reports and detailed charts on a mobile device serve a purpose but they don’t make you come to work every day. People do.

Our Association is comprised of many talented people. They are what make the IIAW tick. Coming from different backgrounds and different sized agencies and companies, the breadth of experience and ideas of our membership is a tremendous asset.

This fact is not lost on John Wickhem, IIAW President for 2014-15.

“Each year presents a fresh set of challenges and goals,” John said. “I’m looking forward to the upcoming year and working with our committees, membership and IIAW staff. I hope to make it fun and informative. If you have ideas to help the IIAW grow, please give me a call, send me an email, or write me an old school letter with your ideas.”

It’s that spirit of collaboration that has led John on an interesting career trajectory.

WISCONSIN INDEPENDENT AGENT

A family friend in Janesville was operating a life insurance agency and was looking for help in the property and casualty area. Roughly two years later, John went to work for the LathropParker Agency in Janesville. After getting familiar with the business, John and Donna, his wife, founded the John Wickhem Agency on October 7, 1985. Nearly 30 years later, the agency is going strong and includes their son, Derek, who is a producer.

John’s involvement in the Association started when he joined the industry in the early 80s.

In addition to his responsibilities as president, John is also a member of the Smaller Agencies Committee.

voice in the Capitol.”

Along with that voice, there has to be access.

John is asking the membership for some assistance on that front.

“Our Association formed the Insuring Wisconsin Growth Fund Conduit to further our ability to get in front of our state and national legislators. With our government getting more involved in our business, we need to have a presence in the Capitol so our views and opinions are heard. It doesn’t take much to make a difference - $5 to $10 a month goes a long way.”

John also wants to recognize the Association’s recent leadership for their hard work.

“At the state level, Matt Banaszynski, (past president) Dave Dunker and (board chairman) Mike Froh have done a tremendous job in changing what the IIAW does,” said John.

“With a new Association strategy, and with new positive relations with the governor, commissioner of insurance, Wisconsin

John’s goals for the upcoming year include maintaining the Association’s positive momentum and continuing to solidify key relationships and partnerships.

His goals for the upcoming year include maintaining the Association’s positive momentum and continuing to solidify key relationships and partnerships. One potential partnership involves joining forces with the Professional Insurance Agents of Wisconsin.

“Merging our two associations is a sensitive and controversial notion, but the time has come to at least talk about it,” said John. “It is vital that we address this issue. With all the challenges that face the insurance industry, a single, unified association is in the best interest of the independent agency distribution system and our carrier partners. We have two associations working toward the same goal – serving Wisconsin’s independent agents.

Politically, there’s value in having one strong

Compensation Rating Bureau and state legislators, our Association has become very involved and politically potent. On the national level, with the leadership of Skip Hansen and Linda Steiner, our relationship with the IIABA has never been better. Let’s keep it going.”

Reach John by email at john.wickhem@ wickheminsurance. com, or call him at 608.752.6030. You can also send him a letter at 1504 N. Randall Avenue, Janesville, WI 53545.

> Eric Schwartz is the IIAW Communications Supervisor. Contact him at eric@iiaw.com.

NOVEMBER 2014 | 25

MEMBER PROFILE

HNI RISK SERVICES:

GROWTH BY DESIGN

The last decade has been a time of growth for HNI Risk Services, the risk management firm based in New Berlin, Wisconsin.

In 2005, after 42 years as a single-shop agency, HNI opened a branch in Inverness, Illinois, about 30 miles northwest of Chicago. Known as HNI Truck Group, this location is comprised of 20 employees that primarily serve the transportation industry.

An office in Grand Rapids, Michigan, opened its doors three years

it’s not a surprise that HNI has been recognized by its employees and outside organizations as a great place to work.

Insurance Journal recently named America’s best independent agencies to work for and HNI earned the top spot in the Midwest. The agency has been awarded the

More like sprinting.

HNI’s empowered employees have delivered powerhouse productivity. In the last three years, the agency has grown 73 percent.

Revenues in 2013 climbed to $22.4 million, up from $12.9 million in 2010. The rise in revenues earned HNI the Inc.

Powerhouse productivity: HNI’s professional staff has delivered; in the last three years, the agency has grown 73 percent.

ago with customers in multiple industries, including construction, manufacturing and food processing. Just last year, HNI merged with a successful fullservice agency in Minneapolis.

The three branches in Illinois, Michigan and Minnesota are in close proximity to Wisconsin, but location was not the main factor in joining forces. It’s more about philosophy than geography.

“We’re seeking people and companies that align with our values, vision and brand,” said Mike Natalizio, president and CEO since 1987. “If there is an agency in St. Louis or Columbus that’s a fit, that’s great but we are not targeting a certain city or area. We’re not going to partner with people and buy their book of business if they are only interested in collecting a paycheck. We are not a retirement plan.”

With progressive thinking from its leadership and a history of recent growth,

26 | NOVEMBER 2014

Milwaukee Journal Sentinel’s Top Workplace award for the past five years.

To explain this, let’s go back to 2007-08. In the depths of the Great Recession, HNI laid the groundwork for the Great Resurgence.

“Our business and profits were shrinking,” said Natalizio. “We were working more and generating less revenue. This was not a revelation; it was felt by everyone in the industry.”

The revelation came in how HNI dealt with the downturn.

Said Natalizio: “We made the decision to reinvest in our people and business during that difficult time. People thought we were crazy. We should have been cutting staff, salary and benefits like others in the industry, but we did not. We accepted the idea that profits were going to be down.

Consequently, when the recession ended, we hit the ground running.”

5000 Award as one of America’s fastest growing companies in 2014.

With more than 100 professionals on the payroll, HNI ranks 66th on Insurance Journal‘s list of Top 100 Agencies for 2014.

Also this year, the agency won a “Fastest Growing Firm” award from the local Business Journal.

The agency is also combating an industry trend by targeting and recruiting younger talent. According to the 2014 Future One Agency Universe Study, the average age of principals with 20 percent or more ownership in their agencies is 56 years old. Of those principals, 18 percent are 66 or older — compared to just 10 percent in 2012.

“In order to perpetuate our business, we needed to develop the next generation of leaders,” said Natalizio. “We have a fairly young staff and that’s an important element to address. Our customers are changing. The WISCONSIN INDEPENDENT AGENT

By Eric Schwartz

MEMBER PROFILE

CEOs are getting younger. They want to work with people who relate to them and the way they want to work.”

Clearly, the agency has made a conscious commitment to create a healthy environment for its employees, and that’s paid off.

There’s also been a great deal of creative and innovative thinking on how to approach business.

When working with clients, the agency takes a holistic view, one that emphasizes a type of business freedom.

“Our driving force is the desire to knock out the blockers that hold back business leaders on a mission,” said Natalizio. “They have a vision for their business. We’ll put our team to work to eliminate any obstacles standing in their way.”

HNI Risk Services was founded in 1963 by Richard Natalizio, Mike’s father, who partnered with Paul Hansen in 1968 to expand the business. Find HNI Risk Services at HNI.com. You can also check out Mike’s website, mikenatalizio.com.

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 27

AUTUMN RETREAT 2014 From October 8-10, The Waters Resort was home base for the 2nd Annual Autumn Retreat. The photos on these pages speak for themselves but all who participated had a great time. We are grateful to John Immordino (Specialists Outperform Generalists: Niche Marketing) and Mary Hauri (Procedures Manual 123) for their excellent presentations on Thursday and Friday, respectively. The weather cooperated for the fishing tournaments and the anglers caught some monster muskies.

Weâ&#x20AC;&#x2122;d like to thank our Autumn Retreat Platinum Sponsors: AAA, ACUITY, Anthem Blue Cross Blue Shield, Austin Mutual, The Hanover Group, The IMT Group, Integrity Insurance, Progressive, QBE, SECURA, SFM, Travelers, West Bend, Wilson Mutual and Society Insurance. Our Gold Level Sponsors are: Amerisafe, Arlington/Roe & Co., Burns & Wilcox, Liberty Mutual, Madison Mutual, Philadelphia Insurance, Wisconsin Mutual and WPS. Finally, weâ&#x20AC;&#x2122;d like to thank everyone who attended and made the week memorable. For more photos, please go to facebook.com/IIAofWI.

TOP: JoAnn Hartung, Jacey Norberg and Lori Taylor proudly display their fishing tourney trophies.

IIAW President John Wickhem presents the largest fish caught trophy to Rob Gudates.

MIDDLE: IIAW President John Wickhem get things going at the opening reception at Minocqua Brewing Co. BOTTOM: Meggen Gagas, Naomi Sopko and Jenna Zalud at the opening reception.

Donna Wickhem and Amy Jo Brice get reacquainted.

28 | NOVEMBER 2014

WISCONSIN INDEPENDENT AGENT

AUTUMN RETREAT 2014

TOP: We all wish she would cheer up. Samantha Jefferson at the registration table.

John Immordino talks about niche marketing on Thursday at The Waters Resort.

MIDDLE: Ann, what are you looking at? Jacey Norberg, Ann Schmitz, John Vose, Samantha Jefferson, Brian Christ, Amy Jo Brice and Dan Kobussen get ready for some trivia.

BOTTOM: Ron Hallstrom, Vicki Raboin and their guide from Kurtâ&#x20AC;&#x2122;s Island Sport Shop plan their domination over the muskie population.

The fish had no chance. Dave Burkart, Dan Kobusssen, Mike Walston and their guide prepare for the fishing tournament.

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 29

CONTINUING EDUCATION IN PERSON CLASSES

Advanced Risk Transfer & Management 3 CE Credits Approved Date: November 19, 2014 Location: Pewaukee – Holiday Inn Time: 8:30 – 11:30 AM (Lunch provided) Ethical Standards for the Insurance Professional 4 CE Credits Approved Date: November 19, 2014 Location: Pewaukee – Holiday Inn Time: 12:30 AM – 12:30 PM Ethical Standards for the Insurance Professional 4 CE Credits Approved Date: November 20, 2014 Location: Madison – IIAW State Offices Time: 8:00 AM – 12:00 PM Ethical Standards for the Insurance Professional 4 CE Credits Approved Date: November 20, 2014 Location: Madison – IIAW State Offices

ABEN ONLINE CLASSES Liability Issues to Worry About – Indemnity Agreements & Additional Insureds 4 CE Credits Approved Date: November 18, 2014 Location: ABEN Online – iiaw.aben.tv Time: 9:00 – 11:00 AM Top 5 Life Insurance Uses 2 CE Credits Approved Date: November 18, 2014 Location: ABEN Online – iiaw.aben.tv Time: 12:00 – 2:00 PM Ethics in Today’s Changing Times 4 CE Credits Approved Date: November 19, 2014 Location: ABEN Online – iiaw.aben.tv Time: 8:30 – 12:30 PM E&O Risk Management – Meeting the Challenge of Change 6 CE Credits Approved Date: November 20, 2014 Location: ABEN Online – iiaw.aben.tv Time: 8:00 AM – 2:00 PM

IIAW ONLINE CLASSES

Homeowners Hidden Exposures 3 CE Credits Approved Date: November 17, 2014 Location: IIAW Webinar – iiaw.com/events Time: 12:00 – 3:00 PM The Dirty Dozen 3 CE Credits Approved Date: November 18, 2014 Location: IIAW Webinar – iiaw.com/events Time: 12:00 – 3:00 PM Unwrapping The New BOP 3 CE Credits Approved Date: November 19, 2014 Location: IIAW Webinar – iiaw.com/events Time: 8:00 – 11:00 AM Ethics and the Law 3 CE Credits Approved Date: November 20, 2014 Location: IIAW Webinar – iiaw.com/events Time: 12:00 – 3:00 PM Condominiums 3 CE Credits Approved Date: November 24, 2014 Location: IIAW Webinar – iiaw.com/events Time: 12:00 – 3:00 PM Cyber Liability 3 CE Credits Approved Date: November 25, 2014 Location: IIAW Webinar – iiaw.com/events Time: 12:00 – 3:00 PM Commercial General Liability Coverages 3 CE Credits Approved Date: December 2, 2014 Location: IIAW Webinar – iiaw.com/events Time: 8:00 – 11:00 AM Contractors Liability Exposures…Risk Analysis to Coverage Solutions 3 CE Credits Approved Date: December 8, 2014 Location: ABEN Online – iiaw.aben.tv Time: 12:00 – 3:00 PM

FOR MORE CLASSES AND TO REGISTER, PLEASE GO TO IIAW.COM TO RECEIVE 20% OFF ANY 2014 IN PERSON CONTINUING EDUCATION CLASS ENTER PROMO CODE: THANKS

AUTUMN RETREAT 2014

TOP: Bret Buxton and Mark Tlusty (with their guide) before the muskie tourney.

John Wickhem landed this monster on Thursday afternoon.

MIDDLE: What a happy looking bunch about to risk their lives. Zip lining participants: Samantha Jefferson, Katie Goswitz, Kristin Schultz, Amy Jo Brice, Scott Petersburg, Lise Meyer Kobussen, John Niebergall, Ryan Leitsch, Steve Leitch, Jay Arneson, Dan Schuler, Jim Leadholm, Ryan Laber and Kris Flock.

This is why he won the largest fish competition. Rob Gudates holds up his prize.

BOTTOM: They know their trivia! The winning team celebrates the victory.

Lise Meyer Kobussen makes a smooth landing on the platform.

WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 31

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FOCUS ON CONTENT

DON’T WRITE YOUR OWN WEBSITE

I beg you. I implore you. I urge you politely and respectfully. Don’t do it unless you’re a trained professional. Writing your own website can singlehandedly ruin the experience for a web visitor, and quickly, too.

In just the time it takes to say, “F. Scott Fitzgerald might have been the greatest American writer ever, with the possible exception of Hemingway” is all the time you have to capture and win the attention of a web guest. If you have the writing chops to do it, let it rip; if not, outsource.

have to ask what that means, then you Real web text writers know how to drive traffic to your site. know for certain that writing your own website is a mistake.

And just to make certain businesses really Essentially, it means that Google values understood it, Google fired another salvo longer content, but a web visitor does not. across the corporate bow this May with Knowing the workaround to this problem is another tweak to the algorithm. And guess invaluable. And most of all, web text writers what? 8% of the websites in the U.S. were know how to drive traffic to your impacted. site, and with traffic you’ll get leads, The lesson for Two years ago, very few companies and with leads you can nurture businesses is that would pay to have someone else write your prospects, and with nurtured this is pretty serious their website. Today, the floodgates prospects, you’ll get profitable sales business. And this have opened. conversions. writing lesson from Two years ago, very few companies F. Scott himself is Web text writers, and you’ve read it here would pay to have someone else write their also serious, but in before, are not the same as other writers. website. Today, the floodgates have opened. a wonderful sort of > Tom Marks is Web text writers understand search engine Since Google’s algorithm change in May 2013, way, “Cut out all president and founder of optimization. They work, as I do, with a which placed a heavy influence on search these exclamation TMA+Peritus (tmaperitus. keyword list of generally 100 words or more, rank based on original, relevant and frequent points. An com), a pioneer in the content marketing laying right beside their keyboard. They content, many businesses finally understood exclamation point is business. He toured with understand the balance of copy weight as it that writing it themselves wasn’t saving them like laughing at your Van Halen as a roadie in relates to Google’s famed algorithm. If you money, it was costing them sales. own joke.” Right on! the early 80s.

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WISCONSIN INDEPENDENT AGENT

NOVEMBER 2014 | 33

FOOD FOR THOUGHT

EDMUND’S COMET DOESN’T HAVE THE SAME RING TO IT

Astronomer and mathematician Edmund Halley (1656-1742) was born in London on November 8, 1656. He sighted the Great Comet of 1682 (later called Halley’s Comet) and foretold its reappearance in 1758. The confirmation of the comet’s return was the first time anything other than planets had been shown to orbit the Sun. It was also one of the earliest successful tests of Newtonian physics.

Edmund Halley Sir Isaac Newton and Halley were friends. Halley’s Comet appears once each generation with the average time between appearances being 76 years. It was last seen in 1986. It is expected to be visible again in 2061.

His Comet

Source: historyplace.com and wikipedia.org

A GANGSTER’S WISCONSIN TIES

Lester Joseph Gillis, . aka Babyface Nelson

On November 28, 1934, FBI agents killed bank robber George “Baby Face” Nelson near Barrington, Illinois. It’s too bad they didn’t get him seven months earlier. On April 20, 1934, Nelson, notorious gangster John Dillinger and the

rest of their gang arrived at Little Bohemia Lodge in Manitowish Waters, Wisconsin for some relaxation.

After being tipped off, FBI agents raided the lodge on April 22. After a gun battle, the gangsters escaped and left an FBI agent and innocent bystander dead.

Nelson killed more FBI agents in the line of duty than any other person.

Source: wikipedia.org

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