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WORKPLACES Insurance professionals name the industry’s best places to work
CONSTRUCTING A SPECIALTY
All the tools brokers need to build a niche in contractor’s insurance
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CANNABIS AND INSURANCE
Public sentiment toward the drug is changing – so why is the industry lagging behind?
TESTING THE WATERS
How to help clients understand the growing need for flood insurance
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UPFRONT 04 Editorial
Why the industry must make a concerted push toward diversity
06 Head to head
Are women still running into a glass ceiling in insurance?
08 Statistics FEATURES
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TOP INSURANCE WORKPLACES 2018
Which companies are leading the industry with regard to diversity, compensation, benefits, training and more? PEOPLE
Contractor’s insurance isn’t an easy field to specialize in – but the many benefits outweigh the work required
10 News analysis
Despite growing public support, cannabis is still a tough sell for insurers
This month’s big movers, shakers and new products
14 Workers’ comp update
How the workers’ comp sector can address its high litigation rate
16 Technology update
AI-enabled software is giving insurance companies a new tool to fight fraud
MASTER OF THE TRADE
Jennifer Sanborn on how Corporate Synergies has succeeded by being a generalist in a world of specialists
Argo Group’s Rooney Gleason discusses why he leads with technology when discussing risk management
A look at the biggest risks facing cities worldwide
Comprehensive cyber risk management is essential for small and medium-sized businesses
PEOPLE 47 Career path
Alexandra Glickman took a chance on the insurance industry – and it’s paid off
48 Other life
Andrew Knight is using his tech skills to change the world
The US flood insurance market is evolving – but is it moving fast enough to keep up with changing weather patterns?
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Melting insurance’s frozen middle
s Insurance Business America prepares to embark on its Women in Insurance event series, taking place in Chicago, New York City, Houston and Los Angeles in September and October, we’ve heard a host of stories on the themes of diversity and inclusion, all of which point to the fact that being more inclusive can boost a business’s bottom line and that consumers want to work with companies that reflect their image. Right alongside those anecdotes, however, has been a handful of naysayers – those who believe a push for diversity could be counterproductive to finding the right talent and that the job should simply go to the best candidate. In theory, of course, that’s what we’re striving for: for all people to be seen as equal and for each to have the same chance to attain a job based on their individual merits, regardless of whether they are white or black, male or female, straight or gay.
How can we truly find the right person for the job if the image of what’s ‘right’ is already predisposed in the minds of those making hiring decisions? However, in practice, this same thought process often holds the industry back because it perpetuates the idea that individuals should follow the path of ‘tried and true’ over ingenuity and inventiveness. It has become known as ‘the frozen middle’ – the layer of an organization that is most resistant to trying new things and listening to ideas because there is an inherent desire to conform to existing norms and promote people who fit an existing ideal. But how can we truly find the right person for the job if the image of what’s ‘right’ is already predisposed in the minds of those making hiring decisions? Driving transformational change in a business isn’t about finding a woman, a black man, or someone with a disability or a contrasting sexual orientation to your own to check some imaginary box. It’s about being willing to listen to their ideas and take on new ways of thinking that could ultimately benefit your business. That’s why there’s a need to push diversity. You can still find the best candidate for the job – just as long as your mind is truly open to what’s really best for business. The team at Insurance Business America
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HEAD TO HEAD
Is there still a glass ceiling in insurance? Despite a predominately female workforce, only a fraction of the industry’s high-level positions are filled by women
Head of specialty casualty Everest Insurance
US diversity and inclusion board Aon
SVP and director of distribution and broker partnerships All Risks Ltd.
“I focus on diversity and inclusion in the workplace in general, rather than the specific topic of the glass ceiling. The positive financial impact for diverse companies has been researched and well documented. Attracting, developing, mentoring, sponsoring and retaining the next generation of global leaders at all levels must be a priority – and it is gaining focus among boards and other governing bodies. Given the higher returns that diversity is expected to bring, it is better to invest now, as the momentum created by that investment will help diverse companies progress more rapidly than their less diverse competition.”
“The glass ceiling is still very real for women, as only 5% of Fortune 500 CEO seats are filled with women. Also, minorities hold only 1% of senior executive positions. I believe that change is coming, albeit slowly. At the end of 2017, we saw a strengthening of women in senior-level positions, but the minority pipeline has not gotten any stronger. Aon is dedicated to helping clients, as well as the insurance industry, create change. Bringing these leaders to the forefront of opportunity will continue to help organizations innovate and thrive.”
“It’s more subtle than before – it’s evolved into glass walls. More women have a seat at the table, but it’s interesting to consider how we got there and what happens when we leave the table. More pressing is the issue of pay equality. The growing minority population in the US has not resulted in a corresponding rise in minority management and executives. Compensation has to track with talent, not gender or minority. The leadership of an organization is crucial in eliminating barriers. Going forward, our recruiting efforts must incorporate deliberate diversity and inclusion techniques that will not construct barriers, glass or otherwise.”
IT’S MALE AT THE TOP When it comes to gender diversity in the insurance industry, “there is absolutely always more we could be doing,” says Lisbeth Ree, HR director for Gallagher’s Australia and New Zealand arm – which holds the distinction of being the only top-tier brokerage in the region with a female CEO. According to the Workplace Gender Equality Agency, women dominate the insurance industry from a numerical perspective, filling 55% of industry jobs worldwide. Yet an overall picture of unequal pay and an under-representation in the C-suite remains – only 12% of top management positions are filled by women. “The term ‘glass ceiling’ was first studied in the 1980s, and I think it is very sad that we are still referencing this term,” says Niki Kesoglou, global head of diversity and inclusion at QBE. “Unfortunately, it still exists in insurance.”
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3/08/2018 3:54:44 AM
Risk city NEW YORK
The cost of being unprepared for catastrophic events is high for cities Cities are a hallmark of modern life: More than half the world’s population lives in a city, a dramatic increase from the 13% who did so at the start of the 20th century. By 2050, it’s estimated that two-thirds of people around the globe will be living in cities. The concentration of people brings efficiency and prosperity, but with it comes an increased vulnerability to the impact of cata-
strophic events. For its latest City Risk Index, Lloyd’s looked at the GDP cities around the world could potentially lose if exposed to an event such as a pandemic, hurricane or market crash. Two American cities – New York and Los Angeles – were among the top 10 most at risk, and Lloyd’s identified a market crash, cyber attack and flood as the three greatest threats facing cities in North America.
CITIES WITH THE MOST TO LOSE
1.4 million Daily population increase across the world’s cities
Proportion of global GDP that cities account for
The cities with the highest exposure to risk have a combined total of $126.8 billion of GDP at stake, or almost a quarter of the $546.5 billion at risk across the globe. Lloyd’s estimates that if cities were able to improve their resilience, global GDP exposure would drop by $73.4 billion.
$103.3 billion $123 billion Potential annual GDP losses due to man-made threats
Potential annual GDP losses due to extreme weather events
Source: Lloyd’s City Risk Index 2018
THE BIGGEST THREATS
Cities in Asia represent a disproportionate level of the global GDP at risk, largely due to their exposure to weather events and their status as emerging economic powerhouses.
Despite the growing severity of extreme weather events, man-made threats such as cyber attacks and market crashes account for around 60% of cities’ total GDP risk. A potential market crash is the biggest threat worldwide, exposing cities to losses of more than $100 billion on an annual basis. $120bn
PERCENTAGE OF GLOBAL GDP AT RISK 8% ($45 billion) 13% ($70 billion)
44% ($241 billion)
Asia Middle East and Africa North America Europe Latin America
$100bn $80bn $60bn $40bn $20bn $0
17% ($93 billion)
18% ($97 billion) Source: Lloyd’s City Risk Index 2018
Earthquake Commodity price shock
$18 billion Sovereign default
Source: Lloyd’s City Risk Index 2018
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$24.3 billion TAIPEI
$7.9 billion MANILA
Source: Lloyd’s City Risk Index 2018
MOST VULNERABLE NORTH AMERICAN CITIES
The North American cities studied by Lloyd’s have $93 billion worth of GDP at risk annually, and two – New York and Los Angeles – ranked among the world’s riskiest cities. The region leads the world in exposure to technology and space threats (such as cyber attacks) and also has a high level of exposure to climate-related events.
Three of the top five threats to cities in North America are man-made. Lloyd’s estimates that improved resilience would reduce the region’s exposure by $2.9 billion each year.
HUMAN PANDEMIC $0
San Philadelphia Francisco
Source: Lloyd’s City Risk Index 2018
COMMODITY PRICE SHOCK
Source: Lloyd’s City Risk Index 2018
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Deep in the weeds Cannabis insurance is still rife with stumbling blocks, even in states where recreational use has been legalized. Where can the sector go from here?
EVER SINCE recreational marijuana became legal in California at the beginning of 2018, the state’s insurance department has opened its arms to programs offering coverage for cannabis businesses. Just this summer, California Insurance Commissioner Dave Jones approved the Cannabis Business Owners Policy, a program developed by the nonprofit American Association of Insurance Services to provide property and liability coverage to companies in this emerging sector. While the Golden State’s cannabis insurance landscape might make some brokers feel more comfortable about entering the sector, it’s not all good news across the US. Growing pains are evident in places like Colorado, where, despite recreational pot
Jeff Sessions’ rescinding of the Cole Memo in January, which gave US attorneys across states the discretion to prosecute adult use, reverberated across the cannabis industry. It’s still unclear in many places how policy about marijuana and its use will develop going forward, which puts some strain on insurance professionals in the space. “The last few months, and really [the last] year, have been more challenging,” says John Deneen, a commercial underwriter at Burns & Wilcox who’s been writing cannabis insurance for five years. “The carriers that are writing coverage for cannabis businesses in general have been comfortable with the legal ambiguity the industry exists in, so when Jeff Sessions rescinded the Cole Memo back in
“If there’s just a couple of things about the operation that [carriers] don’t like, then you can quickly run out of options” John Deneen, Burns & Wilcox being legal for five years, anti-marijuana campaigns still pop up on billboards, or in Washington, DC, where Congress passed a law prohibiting the city from using it own funds to regulate marijuana. At the federal level, Attorney General
January, it did create some uncertainty for the industry, but we didn’t see a major uptick in federal crackdowns. Most of the carriers that have been writing this coverage have continued to do what they’ve been doing, but there were a couple carriers that pulled out
as a result of the decision.” There are several programs out there that have decent coverage, and a few carriers are writing through wholesalers as well, Deneen says, but in contrast to insuring established industries, it can be hard for brokers to find options for businesses in this fledgling space. “[Compare] the cannabis industry to, say, a bar,” Deneen says. “There are dozens of carriers that will write insurance for a bar, and if there are couple of issues that carriers don’t like, you can generally find some carrier that’s willing to write it. The issue with the cannabis industry is, if there’s just a couple of things about the operation that the few carriers that are writing don’t like, then you can quickly run out of options for coverage. You can generally still get a quote, but it’s a question of if there’s solid coverage there behind it.” Specific areas that lack coverage include
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RECREATIONAL CANNABIS: THE CHANGING TIDE
Across the US, legal marijuana sales grew by 30% in 2016
Medical and recreational marijuana sales in Colorado topped $1.5 billion in 2017, up from over $1.3 billion in 2016
Last year, 64% of Americans said they support cannabis legalization
transportation, which Dede Abalos, a broker at M.J. Hall & Company, the exclusive wholesaler for California’s Golden Bear commercial cannabis insurance program, has seen firsthand.
you cannot transport across state lines, so I think carriers are really scared to even get into it.” If somebody is delivering a cannabis product from a grower’s facility to a dispen-
“The biggest problem I’m finding … is the transportation coverage – it’s still a really, really tough line of business to write” Dede Abalos, M.J. Hall & Company “The biggest problem I’m finding in the cannabis sector is the transportation coverage – it’s still a really, really tough line of business to write,” she says. “With the laws being the way they are – with it still being federally illegal, but it’s legal in the state –
sary, for example, and accidentally crosses over the state line, they don’t have coverage. Until cannabis is federally legal, Abalos says, carriers are nervous to get into the marketplace and write that transportation coverage. However, she adds, there are silver linings,
California’s first filing and approval of commercial cannabis insurance from an admitted carrier was announced in November 2017 Sources: Colorado Department of Revenue, NAIC, National Cannabis Industry Association
especially for brokers operating in California, where the insurance department is on the side of the cannabis insurance industry. “The good thing that we have going for us is we’re admitted,” Abalos says. “Most people would think being admitted, we’d be missing the boat because everything we do has to be approved by the state. But the good news is the state wants to regulate this industry, so they are pushing to … get things approved very quickly. The state wants this to be a regular industry, and in order to regulate the industry, they need an admitted insurance company to be on board.”
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INTELLIGENCE CORPORATE ACQUIRER
B&W is a London-based P&C brokerage that serves clients in North America, UAE and Australia
Binney, Chase & Van Horne and Dicentra Pension Services
BCV offers P&C and employee benefits insurance and services to clients in southern California, while Dicentra provides pension consulting and administration
The Right Choice Insurance Agency/Woodward Insurance Group
Woodward Insurance is a full-service commercial and personal insurance agency
The purchase of the Houston-based firm will expand Marsh’s footprint in Texas
Marsh & McLennan Agency
The deal will enhance MMA’s presence in the construction sector
Aquesta Insurance Services
Aquesta will boost NFP’s P&C capabilities and expand its footprint in the Southeast
Gateway Insurance Services
Gateway will adopt the TrueNorth name and brand
Liberty Mutual property unit ups per-risk capacity
Liberty Mutual’s national insurance property unit has increased its per-risk capacity to $800 million to help property owners and brokers better manage mid-sized and larger risks. “This enhancement follows three new property forms introduced over the last 18 months,” said Liberty Mutual’s Gregg Cunningham. “We’re committed to winning in the mid-size and larger property markets by offering the capacity, competitive pricing, broad appetite, and industry-leading claims and risk engineering needed to better manage the total cost of property risk.”
Marsh & McLennan Agency snaps up Marylandbased construction specialist
Marsh & McLennan Agency [MMA], the middle-market agency subsidiary of Marsh, has acquired Insurance Associates, an independent insurance agency that specializes in the construction industry. The Rockville, Maryland-based company was founded in 1956 and provides commercial property & casualty insurance, surety, and employee health and benefits solutions across the MidAtlantic region. All Insurance Associates employees will continue to work out of their current locations. “Insurance Associates is an excellent addition to MMA, as it expands our presence into the greater Washington, DC, region and further enhances our construction capabilities,” said John Stanchina, president and CEO of MMA’s Mid-Atlantic region.
Industry giants combine for new terrorism solution
Aon, Chubb and Lloyd’s have joined forces to launch Platinum, a terrorism and political violence solution that addresses the demands of an increasingly regulated environment. Platinum was developed to address clients’ desire to fulfill local regulatory requirements in all territories rather than centrally through a head office. The fully compliant multinational solution is coordinated through a single umbrella policy that ensures compliance with local regulatory and tax requirements. Platinum also offers unprecedented limits and coverages within the standalone terrorism and political violence market.
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PEOPLE SafetyNet expands unemployment coverage Unemployment insurance program SafetyNet has announced plans to launch in four new states: Colorado, Michigan, Missouri and Oklahoma. With the expansion, SafetyNet will serve more than 21 million workers across eight states. The SafetyNet program provides workers with an immediate lump-sum payment following an unexpected layoff, illness or injury. This payment can be collected in addition to any traditional unemployment and disability benefits a worker may be entitled to.
Trov launches on-demand insurance in Arizona
Insurtech firm Trov has launched its first on-demand insurance policy in the US, offering coverage for single items in the state of Arizona. The company has plans to expand to other states later in the year. With Trov’s on-demand insurance technology, coverage takes effect the second a user turns protection on, and users only pay for the coverage they use. “Insurance lags way behind the expectations of today’s connected consumer, and Trov gives them a radically new way to protect their things,” said Trov founder and CEO Scott Walchek.
QBE and AmWINS partner for E&O offering
QBE North America has announced a partnership with MGA AmWINS Program Underwriters [APU] to offer errors and omissions coverage for architects, engineers and design businesses. The E&O program will be distributed through wholesale brokers and retail agents. The program boasts several key coverage features, including pre-claims assistance, crisis management, technology and no copyright/trademark exclusion. The new program targets architecture, engineering and design firms with between $1 million and $10 million in annual revenue.
Howden UK Group
Endeavour Insurance Services
President and chief operating officer of insurance operations
Head of multinational casualty insurance in the US
President and chief administrative officer
Senior vice president, RT ProExec
Team lead, US Eastern region multinational casualty group
Global head of cyber risk consulting
President of US insurance
Willis Towers Watson
Head of global Finex
Allied Insurance Brokers
Endeavour taps CEO designate
Lloyd’s broker and delegated authority specialist Endeavour Insurance Services has announced the appointment of Karen Allen as its CEO designate. Allen has spent nearly 20 years as a broker in the Lloyd’s market, specializing in international specialty casualty insurance. She will join Endeavour in October from Howden UK Group, where she served as director for international. In addition to becoming CEO designate, Allen will also take the role of group managing director, assuming responsibility for the combined operations of SSL Endeavour, following Endeavour’s merger with fellow Lloyd’s and independent specialist marine broker SSL Insurance.
Marsh appoints global cyber head
Marsh has appointed Kevin Richards as global head of cyber risk consulting, responsible for leading the strategic development and implementation of Marsh’s cyber risk consulting business worldwide. Richards joins Marsh from Accenture, where he led the North America security practice and global security strategy and risk practice. “Through his proven track record of building and protecting the critical information assets of organizations globally, Kevin brings a wealth of knowledge and experience in information security that will enable us to advise our clients on solutions and strategies needed to meet the rapidly evolving cyber risk landscape,” said Michael Poulos, president of Marsh Risk Consulting and global head of client advisory services.
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WORKERS’ COMP UPDATE NEWS BRIEFS A quarter of small businesses don’t have workers’ comp
A recent poll by Insureon and Manta found that one out of four small business owners don’t have workers’ compensation insurance. In addition, 30% of the 900 respondents admitted they weren’t sure if they were required to cover their employees, and many said they were unaware of the unique workers’ compensation requirements in their state. Confusion often arises when small businesses hire remote workers located in a different state. When quizzed if the state where the remote employees are based requires workers’ compensation coverage, 74% answered yes, 7% said no, and 19% admitted they didn’t know.
Two men convicted of defrauding Texas Mutual
Texas Mutual Insurance Company recently announced two successful workers’ compensation fraud convictions. The perpetrators, Marcos Ricoy and Enrique Colon, pleaded no contest to a charge of engaging in organized criminal activity while working at medical evaluation firm Expert Medical Evaluators International, which Texas Mutual accused of overbilling and using unlicensed providers to perform services. Both men were ordered to serve three years of deferred adjudication and pay $10,000 in restitution to Texas Mutual.
New Jersey judge rules in favor of medical marijuana
A workers’ compensation judge in New Jersey has ruled in favor of an injured claimant who asked his employer to pay for medical marijuana. Insurer PMA Group argued that it shouldn’t
have to cover the prescription because marijuana is still illegal at the federal level, but Judge Lionel Simon ruled that Freehold Township must pay for medical marijuana for Steven McNeary, who suffers from muscular spasticity. This is at least the second case in New Jersey in which a judge has ordered an employer to cover an employee’s medical marijuana prescription.
Wisconsin contractors to see rate decrease in October
Wisconsin contractors are set to enjoy declining workers’ compensation rates for the third year in a row. On October 1, contractors’ workers’ comp rates will decrease by 7.6% on average, following average decreases of 8.3% in 2017 and 5.1% in 2016. The decrease in store for contractors is greater than the 6.03% average decrease set up for all employers regardless of industry. According to Wisconsin’s Department of Workforce Development, the rate decreases are made possible by changes expected to result in $134 million worth of savings.
CNA streamlines workers’ compensation quoting process
CNA has improved its CNA Central quoting and agent portal to allow for faster workers’ compensation quotes. The CNA Connect workers’ compensation policy is available for small businesses with annual payrolls as high as $10 million, and is available to companies across a wide variety of industries, including technology, professional services, business services, healthcare and retail. The platform’s enhanced quoting capability also allows agents to simultaneously quote multiple coverages – including both a CNA Connect business owner’s policy and umbrella liability – to offer clients a comprehensive solution.
Why so litigious? An overburdened workers’ comp system is increasingly driving injured workers to seek legal help Workers’ compensation is a notoriously litigious line of insurance. The state average litigation rate sits at around 30%, but some states see attorney involvement in as many as 50% of workers’ comp claims. According to Joe Rubinsztain, CEO of AI-powered workers’ comp platform ChronWell, the culprit is a broken system where adjusters are overloaded, communication with claimants is sometimes nonexistent, and overall patient satisfaction is low. With no other recourse to navigate a complex healthcare system, injured workers often turn to lawyers for help. “If an employee gets injured at work, it’s highly likely the employer will refer the case to a third-party administrator [TPA] or insurer,” Rubinsztain says. “Unfortunately, the level of service provided to the injured worker via a third party is often quite weak, either because of pressure on workloads or simply a lack of good service protocols. “The injured worker often feels lost, particularly at the beginning of the claim process,” Rubinsztain adds. “From the time of injury to the point when the insurance carrier decides whether it’s a compensable claim, there’s often nobody for the injured worker to talk to for advice because the employer is not a healthcare provider and the insurer doesn’t want to take responsibility of a claim until it’s sure the claim is compensable. Therefore, the injured worker is left confused and alone, and attorneys love to fill that void.” Rubinsztain specifically points to the adjusting process and the increasing amount of work being piled onto claims adjusters.
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Add in “stone-age technology systems,” stringent bureaucratic requirements and hoards of paperwork, he says, and it all compounds to slow customer service, which triggers the high litigation rate. ChronWell is addressing this gray zone by using hybrid human/AI technology to react immediately to on-site injuries and direct care for the best results. The firm supports the injured worker by providing phone access to registered healthcare professionals and advice around the claim process. It then continues that support after compensability is established to assist the claimant through the process.
“The injured worker is left confused and alone, and attorneys love to fill that void” “It’s all about guiding care appropriately at the beginning of a claim, followed by establishing a relationship with the worker in order to answer their questions and extinguish any anxieties so they can really focus on getting better and getting back into work,” Rubinsztain says. “The first step to fixing the litigation problem in workers’ compensation is building a relationship with the injured worker and improving the communication process. After that, insurance companies can think about automating some of the lengthy manual processes that are slowing down the claims system. Streamlined administration and better communication could both play a big role in reducing the litigation rate.”
A solution for small business
Years in the industry 12 Career highlight Kiefer played college football for the University of Nevada, where he led the team to win the Hawaii Bowl
What is Talage, and how can it benefit the workers’ compensation sector? Talage is a fully automated software platform that helps small business owners compare and instantly purchase an increasing range of commercial insurance policies, including workers’ compensation. The insurance industry often treats small businesses like big businesses in terms of time and process, but they don’t often get to take advantage of some of the benefits larger customers enjoy. We wanted to change that and put the ball back in the court of the small business. Talage connects business owners directly to insurance carriers, allowing them to save time and money when purchasing workers’ compensation. We’re partnered with a number of A.M. Best A-rated insurance carriers, including Chubb, Markel, Travelers, Employers, CNA, ICW, Acuity and Atlas General, and we’re currently licensed to operate in 46 states and the District of Columbia.
Why is the Talage platform a good fit for workers’ comp? The Talage beta product focused entirely on workers’ compensation because we believe the coverage lends itself particularly well to the simplified shopping experience we want to create. It’s a relatively simple policy to quote for smaller businesses, as there aren’t many factors that go into the premium at a high level. Therefore, we felt we could streamline the user experience and go from there.
Can the platform navigate complex state-by-state laws? Every state is different when it comes to workers’ compensation. Most states have a rule or regulation that’s a little goofy, but our quoting system is able to recognize that and direct customers toward the appropriate carriers. Even if a small business owner is unaware of the statute where their business is located, the Talage system’s sophisticated machine-learning algorithm can profile the business and generate the best quotes.
Are you trying to disrupt the independent agent channel? It’s not our intention to unseat the insurance agent. It’s actually the contrary. We believe the insurance agency is going through a similar transformation as the travel agency. These days, if you want to fly to Las Vegas for the weekend, it’s highly likely you’ll book everything on Kayak and not call a travel agent. But if you’re going on a six-month European vacation, you’ll probably call a travel agent to help you coordinate the trip. The same goes for insurance. Talage focuses on simple small business workers’ compensation accounts, enabling agents to move upstream and work on accounts where insurance is more of a financial tool and they can do more risk management and advisory work. We’re actually launching a program here shortly whereby insurance agents will be able to take the Talage software and embed it in their own websites. This will enable them to provide smallbusiness clients with an online shopping experience for their workers’ compensation or other commercial insurance needs.
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A new way to fight insurance fraud Entity resolution technology is providing the industry with a cost-effective way to eliminate fraud
fraudster uses channel separation to mask the fact that they’re trying to cheat a system by using multiple identities. They might change their name, date of birth, address or email address when they’re acting as a witness on some form of criminal activity. All clever bad people are doing this, and it’s the first thing insurance firms need to tackle if they want to reduce fraud.” Entity resolution technology weeds out fraudulent or duplicate data entries, catches
“When it comes to fraud, it turns out there’s one primary deception tradecraft … it’s the first thing insurance firms need to tackle” Hunting fraudsters has been challenging for the insurance industry for many years because a lot of the best fraud detection and prevention technology has come with a high price tag – until now. Senzing, a new AI-based software company, is offering real-time, plug-and-play entity resolution software for fraud detection, insider threats and more. “The effects of financial fraud and insider threats are staggering, despite the billions of dollars companies spend each year to detect and prevent it,” says Senzing founder and CEO
Jeff Jonas. “Our entity resolution 2.0 technology reflects two hundred years of real-world experience detecting criminal tradecraft.” Senzing’s technology uses entity-centric learning and other techniques to analyze multiple Big Data sources. It pieces through falsified identities and networks to find criminals by using a self-learning and self-correcting algorithm that produces human-like reasoning. “When it comes to fraud, it turns out there’s one primary deception tradecraft … called channel separation,” Jonas says. “A
data entries with similarities, and alerts users to the possibility of channel separation. Senzing’s solution cleans up these duplicates within minutes. The application runs on a desktop, and all data stays central to the customer. Companies with up to 10,000 records can download and use the application for free, while those with more records must pay relative charges. “Entity resolution has been inaccessible to the majority of businesses that aren’t super rich,” Jonas says. “Our goal is to democratize entity resolution and make it available to the masses.”
Travelers forecasts industry’s role in driverless cars
LexisNexis Risk Solutions launches connected car team
According to a new white paper from Travelers, while the adoption of autonomous cars will lead to fewer accidents, the collisions that do occur will likely result in costlier repairs. Travelers also noted that these accidents will raise difficult questions relating to driver and manufacturer liability, victim compensation and data collection, but concluded that the auto insurance industry is well positioned to address the issues (such as bodily injury, property damage, cyber incidents) arising from the autonomous vehicle market.
LexisNexis Risk Solutions has made a multimillion dollar investment into a global ‘connected car team. The team’s specialists will assist insurers and automakers in sharing data and analytics in order to provide customers with nextgeneration mobility and connected car services. “Investment in this new connected car team signals a transformational approach and focus on this market, one that we feel best positions us to deliver value across two powerful industries,” said Adam Hudson of LexisNexis.
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3/08/2018 5/07/2018 3:58:34 9:58:23 AM PM
TECHNOLOGY UPDATE Q&A
Get a leg up with good SEO Laird Rixford CEO INSURANCE TECHNOLOGIES CORPORATION
Years in the industry 16 Fast fact According to ITC’s analysis, approximately 30% of traffic to insurance agency websites is generated from search engines such as Google or Bing
Why is it important for independent agents to have a good understanding of search engine optimization [SEO]? A website is the landing page for all of an insurance agent’s marketing efforts, whether that’s email marketing, phone calls, billboards, TV ads or through search engines. A website with good SEO can be better indexed, viewed and received by search engines. A strong website needs to be friendly to consumers, have a wealth of information, be easy to navigate and be mobile-friendly.
Can an SEO-optimized website help an agent generate leads? Absolutely. In fact, an independent agent can get a leg up over some of the national carriers by optimizing their websites for their local area or community. Having a website with strong SEO for local events, features and geography allows independent agents to get listed near the top of the search engine results, which helps them to compete locally against national players. All search engine traffic can potentially convert to leads, but an agent is likely to see a higher amount of leads if they adopt local SEO.
What tips do you have for agents who don’t know much about SEO? Back in the day, search engine algorithms were more basic. People who wanted a higher SEO ranking were able to game the system by including backlinks and linking to exchange networks, but the search engines realized that and have evolved. They’re now looking for
AI-powered insurtech startup raises millions
Planck Re has raised $12 million in a Series A funding round led by Israel-based Arbor Ventures. Planck Re leverages an AI-powered platform that aggregates publicly available data on small and mid-sized businesses, including images, text, videos, social media profiles and public records. That data is then analyzed by the platform, providing carriers information on their customers’ potential risk level. The recently raised capital will be used to expand the company’s product line into more SME segments.
Insurance still lags in digital transformation
websites that have effective content strategies. I would advise any independent agents trying to boost SEO on their websites to go about developing strong, unique content that makes their agency stand out from the competition. A good content strategy keeps the attention of search engines, but you must keep working at it so your website stays fresh and unique; otherwise, your SEO ranking will drop.
How do you define a strong content strategy in terms of boosting SEO? It’s not always about writing content that’s completely insurance-focused. A good piece of content might talk about how insurance supplements or relates to something in everyday life, with the main focus being on the life aspect rather than the insurance, because that’s what people are searching for online. You also have to think about distributing content effectively. Writing articles that can be shared between various sites is a good idea because as more people visit that content, other pieces of related content will come into play.
How does ITC assist independent agents with SEO? ITC has been offering SEO for insurance websites since the early 2000s. Whenever you have a great website, you need to build a strategy around that website. We provide SEO, social media, content strategy plans and email marketing to supplement what agencies can do themselves. We’re here to support agents throughout the SEO process.
A new Capgemini report suggests that insurance is still playing catch-up to other industries in regard to digital transformation. Just 39% of businesses across all industries felt they had the digital capabilities necessary to make a successful digital transformation, and only 35% thought they had the requisite leadership capabilities. Even in light of those unimpressive numbers, insurance still lags behind the telecom, automotive and banking industries in both digital and leadership mastery.
REIN launches online portal for drone insurance
Insurtech company REIN has announced the launch of an online digital portal for drone insurance. The website, DroneInsurance.com, will allow commercial drone operators to purchase and manage coverage solutions. For a monthly amount per drone, operators can secure their ground operations. Operators can also purchase on-demand flight liability coverage with a range of limits. “This product is about empowering commercial drone operators,” said REIN CEO Christopher Dean.
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DIGITAL TRAILBLAZER Rooney Gleason brought a wealth of tech knowledge when he signed on to lead Argo’s US grocery and retail unit. Today, he keeps a close watch on how technology can help clients reduce their losses
FOUR GENERATIONS of insurance brokers preceded Rooney Gleason’s 30-year career in the industry. Currently the president of Argo Group’s US grocery and retail division, Gleason had a great-grandfather who started an insurance agency in the early 1900s, which his father and uncle were leading by the time he joined the family business in 1988. Straight out of college, Gleason initially spent a few years with a Lloyd’s of London insurance broker before coming back to the Gleason Agency as a commercial insurance producer for large risk management accounts. That’s where he developed expertise in supermarket risk management and was eventually exposed to Grocer’s Insurance Company, owned by Argo Group. “The Gleason Agency had a real focus in supermarkets and had developed a patented product called GleasonESP – electronic slip/ fall prevention,” Gleason says. “We brought that to Grocers’ Insurance Company and they said, ‘That’s great; you can use it on your accounts.’”
Leading with technology With ESP in its arsenal, Gleason Agency stood out from the competition and started writing coverage for supermarkets up and down the East Coast. When Gallagher bought out the Gleason Agency, Gleason set out on
his own, technology in hand. “I decided that I would play the entrepreneur,” Gleason says, “and instead of joining Gallagher, I left and took Gleason Technology and really focused on perfecting the technology and getting the technology out to retailers across the country.” During a fundraising round, Gleason
brokerage and Lloyd’s – really served me and put me in a unique position to say, let’s get out of this stuff that is killing us, which was small commercial grocery stores and restaurants, and let’s focus truly on the niche we really know how to serve,” Gleason says. “And with that niche, let’s try to figure out a way to get our brokers to
“What we’ve done is come up with a whole platform of technology that really makes us incredibly different than our competitors … It’s made a huge impact on both the frequency and severity of losses that we see coming out of our supermarket clients” Technology caught the interest of Argo Group, whose US president, Kevin Rehnberg, became a board member. Eventually, Rehnberg asked Gleason to join Argo to help clean up its US grocery and retail division. Almost immediately, Gleason got Argo out of small commercial business, where the company was selling insurance to owners operating just one or two grocery stores. “All of those experiences – technology,
understand that we have true added value in the technology.” Empowering Argo’s brokerage partners by putting technology right at their fingertips has been one of Gleason’s main priorities as the head of the specialty insurance unit. “We had to get back to really doing special things for our target niche, and that is, in my mind, really transitioning the company to a technology-driven risk management
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PROFILE Name: Rooney Gleason Title: President, US grocery and retail Company: Argo Group Based in: Portland, Oregon Years in the industry: 25 Career highlight: Leading Argo Insuranceâ€™s US grocery and retail division in the digital age
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approach that we don’t see very many people quickly latching onto,” he says. “What we’ve done is come up with a whole platform of technology that really makes us incredibly different than our competitors. Those components include not only Argo Risk Tech, which is the automation of compliance activities at the store level, but also first notice of loss reporting on the same platform that is done with a smartphone or a tablet or online.” Through that system, if there’s an incident at a supermarket or restaurant, the client can
would be positioned to help us reduce our total cost of risk, improve our processing [and] deploy AI to data sets,” Gleason says, adding that keeping an eye on openings for investment is part of that evaluation. “We look to be a strategic investor in pretty much everything we’re looking at.” In the three years since Gleason came on board at Argo, he has been amazed at the growth in the number of solutions out there with practical uses for Argo’s grocery and retail customers. “It’s fascinating for me to see all of these
“Anything we can do to bring a solution to our client that allows them to easily and sustainably reduce their number-one cause of loss – that’s what we focus on every day” simply pull out their phone, take a few photos of the damage, add any additional information and submit it so the claims adjusting can begin right away. The software also alerts grocery stores when it’s time for a regular inspection. The platform will then deliver metrics that allow a supermarket retailer to enforce their normal operating procedures and achieve a higher level of compliance. “It’s made a huge impact on both the frequency and severity of losses that we see coming out of our supermarket clients,” Gleason says.
The insurtech boom With such a sharp focus on technology and its applications for clients, Argo spends a lot of time vetting solutions and bringing them to market. While the company develops tech products internally through its Argo Digital division, it also seeks out opportunities in the rapidly growing insurtech space. “We’re always looking at how a company
different startup companies that evolved in everything from AI to drone deployment to new management-type systems and rate/ quote/bind/issue systems,” he says. When Gleason and his team are sorting through tech propositions, they zero in on the technology’s ability to reduce the cost of the transaction and address the cause of loss. Both the retail/supermarket industry and the insurance industry are experiencing radical changes and the threat of disruption, which makes Gleason’s work of staying on top of evolutions in tech doubly complex. “What we’re doing is leading with technology here and saying, ‘We don’t even want to talk about the insurance until we talk to you about technology,’ which is a very different conversation for a carrier to have with a broker,” he says. “Anything we can do to bring a solution to our client that allows them to easily and sustainably reduce their number-one cause of loss – that’s what we focus on every day.”
ARGO GROUP BY THE NUMBERS
1948 Year the company was founded
Number of Argo Group employees globally, as of May 2018
Number of countries in which Argo Group operates
Gross written premiums reported by Argo Group in 2017 – up 25% from 2016
Courses offered at Argo Academy, a company-wide continuing education platform
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GOT AN OPINION THAT COUNTS? Email email@example.com
Don’t be the one One out of every five businesses will fall victim to a cyber attack. Not being part of that statistic, writes Shawn Ram, requires confronting the risk that goes along with embracing technology IT’S HAPPENED more often than I can count. People – from the guy who cuts my hair to the CPA I meet at a party – hear that I work in cyber insurance, and they proceed to ask me how they can protect themselves. I end up talking about cybersecurity a lot. At my last doctor’s appointment, I noticed that my primary care physician had transitioned from paper patient files to a cloudbased record management system. After proudly showing off his new iPad, my doctor proceeded to ask me about cybersecurity. I was glad he did – security considerations aren’t always front of mind when adopting new technologies, yet it’s essential that businesses understand the implications that come with increased connectivity. As a society, we’re going through a significant period of change. The machine age is giving way to the information age – and we’re just at the beginning. Technology can be a real asset in the workplace. However, it also presents a real catch-22 for businesses. To thrive and remain competitive, businesses today must embrace and adopt technology. But with the adoption of technology comes new risk exposures – and these risks can be existential, particularly as a business’ operations become ever more dependent on technology. The reality is that technological risks are the most pervasive risks facing small businesses, and they are increasingly among the more severe risks exposures. It’s easy to think that your business is too small to be
impacted, but in actuality, it is estimated that one out of every five small and mediumsized businesses [SMBs] will fall victim to cyber attack; of these, 60% will shut down within six months. Failure to treat cybersecurity and technological risk as a risk management problem can be costly. According to IBM, the average
We recommend that SMB clients that are increasing their technology footprint take the following steps: Check your contracts. Make sure you understand the limitations and liability in your contracts with technology providers, and don’t be afraid to push back on those limitations. Duplicate data and create redundancies within your own internal systems. Even the best technology can and will fail. Make sure you’re following best practices, including using two-factor authentication, encryption and data segregation. Where risk cannot be mitigated, it should be transferred. Explore what your existing insurance policies cover to determine what you need from a cyber insurance policy. Make sure your cyber coverage fits your business’s specific needs and risk exposures.
“Security considerations aren’t always front of mind when adopting new technologies, yet it’s essential that businesses understand the implications of increased connectivity” cost of a data breach is over $1 million, and the potential loss exposures can be diverse, from data theft and income loss as a result of business interruption to privacy liability, reputational harm, and even property damage or bodily harm. Cybersecurity isn’t a problem that will be solved by technology alone. This is because, at its core, it is fundamentally a risk management problem. To address the risks that come with technological innovation, companies are left with three choices: accept the risk, mitigate the risk or transfer the risk. At Coalition, this is our mantra, and it’s a framework we use regularly to help SMBs understand the importance of risk transfer and cyber insurance in the context of a cohesive risk management strategy.
For example, if you don’t accept credit cards, you shouldn’t be paying for coverage for PCI fines and penalties. Your cyber policy can and should be configured so that you’re paying only for what you really need. It’s not possible to completely eliminate risk, which is why it’s so essential for businesses to find the right balance of risk acceptance, risk mitigation and risk transfer. As with most things, a proactive and informed approach is the key to success.
Shawn Ram is head of insurance at Coalition. He previously led the national technology industry practices at Aon Risk Solutions and Crystal & Company.
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TOP INSURANCE WORKPLACES 2018 2018
INSURANCE PRESENTED BY
A M E R I C A
WORKPLACES IBA’s inaugural Top Insurance Workplaces report uncovers the best places to work, as rated by thousands of insurance professionals from across the nation. Did your company make the cut?
A TOP WORKPLACE can encompass many things – great benefits, great resources, great management – but to uncover the roots of what truly makes an organization a good place to work, one must look at the foundation: its people. Insurance companies both large and small, and from all areas of the industry, were invited to participate in IBA’s first Top Insurance Workplaces survey. Thousands of employees from their organizations responded to share what they love – and hate – about their respective workplaces. Out of the hundreds of companies that participated, only 51 earned the title of Top Insurance Workplace. Of the nominated workplaces, 58% classified themselves as a retail agency or brokerage, 25% identified with the wholesale channel, 10% as insurance carriers, 3% as third-party vendors and 4% as ‘other.’ On the following pages, IBA looks at what the aggregated survey results reveal about how insurance companies are performing in regard to diversity, culture, compensation and employee development before getting down to the detail of which companies are indeed Top Insurance Workplaces.
METHODOLOGY The process to become a Top Insurance Workplace was divided into two phases. In the first phase, IBA invited employers to nominate their organizations to be considered a Top Insurance Workplace. In the second phase, employees from nominated companies were asked to fill out an anonymous form evaluating their workplace on a number of metrics, including benefits, compensation, culture, employee development and more. In order to be considered, each organization had to reach a minimum number of employee responses based on overall size. Organizations that received an 80% or greater average satisfaction rating from employees were named a Top Insurance Workplace.
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A M E R I C A
DIVERSITY Today more than ever, organizations are seeking to cultivate diverse workplaces that reflect a range of differences, including race, age, gender, religion, ethnic groups and sexual orientation. It’s encouraging to hear that the majority of the companies nominated have ongoing efforts to promote a diverse workplace. Companies that foster diverse and inclusive environments also foster happy employees – many employees surveyed said they were satisfied by
What is the average gender balance?
their company’s efforts to encourage greater diversity. Attending university recruitment events, especially at schools with insurance programs, and working with local high schools were a few methods companies used to recruit the next generation. To target the aging workforce, one organization relies on the firm Work At Home Vintage Experts, which pairs insurance companies with veteran talent. While most companies mentioned being mindful of diversity when hiring employees, a few said they partner with local organizations to recruit from all backgrounds, including one company that works with a local program that places teens from at-risk communities in year-long internships.
WHAT EMPLOYEES HAD TO SAY
“Good strides made in diversity hiring and mentorship” “Our staff is diverse, and camaraderie is high”
36% 64% MALE
1,000 or more employees
53% 87% 67% 100% 47% 13% 33% 0% YES
Fewer than 99 employees
36% 64% 58% 42% YES
“My firm has a diversity of individuals with a variety of expertise, experiences, values and backgrounds”
Does your organization offer programs aimed at recruiting and/or retaining younger workers?
Fewer than 99 employees
Does your organization offer programs aimed at recruiting and/or retaining older workers?
1,000 or more employees
50% 50% 83% 17% YES
Does your organization offer any programs aimed at recruiting and/ or retaining women, individuals from minority groups, persons with disabilities and/or LGBTQ individuals? Yes
Fewer than 99 employees
1,000 or more employees
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TOP INSURANCE WORKPLACES 2018
CULTURE Defining the very environment of the workplace, company culture exemplifies an organization’s character and values. Reflecting a company’s views on success, leadership, opportunity, diversity, employee wellness and more, culture can affect individuals in and out of the office. For employees, working at a company with a culture that reflects their own values is key to a long-lasting relationship. Factors such as flexible work options and employee recognition initiatives were common drivers of the culture at this year’s Top
Does your organization offer employee recognition programs or awards?
Does your organization offer flexible work options?
89% YES 11% NO
Insurance Workplaces. One company’s flex-time benefit program allows non-exempt hourly employees to work up to two extra hours each week in order to save PTO for requests of over two hours. Several companies also offer family-friendly benefits outside of traditional maternity and paternity leave, including adoption assistance/reimbursement, lactation rooms, and even the option to bring children and pets to work. To encourage sustainability, many of this year’s Top Insurance Workplaces focus on recycling and paper-free initiatives. One business offers employees Yeti cups to use for water instead of disposable cups. Another company said, “For every new client that joins the retail agency, we plant a tree in their honor.”
Does your organization offer family-friendly benefits or programs?
Does your organization allow employees to take additional paid time off for community service activities/volunteering?
82% YES 18%
WHAT EMPLOYEES HAD TO SAY Is your organization actively involved in any ‘green’ or sustainable business programs/practices?
“Wonderful culture; volunteerism is supported, with four paid days annually for each employee” “They have a great culture that combines a laid-back attitude with the expectation for success”
“We have a ‘sky’s the limit’ culture and platform allowing for growth”
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A M E R I C A
TOP INSURANCE WORKPLACE
AMTRUST FINANCIAL SERVICES HEADQUARTERS: NEW YORK, NY YEAR FOUNDED: 1998
As AmTrust enters its 20th year in business, the company has much to celebrate. Founded in 1998 by entrepreneurs George and Michael Karfunkel and led by current chairman, president and CEO Barry Zyskind, AmTrust has been defined by a spirit of entrepreneurism and innovation from the beginning. With a focus on niche specialty property & casualty
markets, the organization generated $10 million in premiums in its first year. In subsequent years, AmTrust established a digital strategy; prioritized its technology platform, data analytics, and end-user experience; and entered the small business workers’ compensation insurance market. In 2003, the company developed proprietary technology, AmTrust Online; by 2006, AmTrust had expanded across the globe, thanks to acquisitions and organic growth. In 2013, AmTrust took its latest technological leap forward with the launch of AO Mobile. Last year, AmTrust was proud to be named a Fortune 500 company.
Now home to more than 7,000 employees serving in 70 countries, AmTrust is one of the world’s top providers of warranty products and specialty risk. Through its blend of people, culture, vision, mission and core values, AmTrust will continue to differentiate itself as it carves out the next 20 years of success. “At AmTrust, we strive to create a culture that is inclusive, embraces new ideas, and gives employees the support and resources they need to thrive,” says Elizabeth Ahmed, AmTrust’s chief human resources officer (pictured). “This recognition is an honor.”
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TOP INSURANCE WORKPLACES 2018
COMPENSATION, BENEFITS AND INCENTIVES Most people agree that compensation, benefits and incentives have a significant impact on employee satisfaction. The majority of the companies nominated as a Top Insurance Workplace offer most of the standard benefits and incentives, such as medical coverage, bonuses and retirement plans. For employees, competitive pay, an
When do employees become eligible for benefits? 29%
Does your organization offer a bonus or incentive program?
Does your organization offer sabbaticals? Yes (unpaid)
Fewer than 99 employees 30 DAYS AFTER HIRE
adequate healthcare plan and 401k matching were top reasons for rating their employer as a Top Insurance Workplace. Many companies offer annual bonus opportunities based on sales performance, profitability and production goals. One company said it “offers employee of the quarter, employee of the year and producer of the year bonuses.” A few companies divide up their bonus structure based on departments, ensuring support and non-sales staff members have the opportunity to earn the incentive. “Service and support teams are eligible for quarterly bonuses based on leadership competencies, retention, new business and profitability,” one company said. Other benefits offered by Top Insurance Workplaces include unlimited PTO (given employees are caught up on work) and an employee referral bonus that allows current employees to earn a bonus if they refer a job candidate that is then hired.
Fewer than 99 employees
17% 12% 71%
25% 0% 75%
100-499 employees 10%
60 DAYS AFTER HIRE
90 DAYS AFTER HIRE
1,000 or more employees
100-499 employees 500-999 employees
16% 12% 72%
29% 0% 71%
1,000 or more employees
Does your organization offer loyalty leave? Yes
Does your organization offer a retirement plan?
Fewer than 99 employees
Fewer than 99 employees
1,000 or more employees
1,000 or more employees
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A M E R I C A
Does your organization offer any wellness programs or incentives?
Yes Fewer than 99 employees 100-499 employees
1,000 or more employees
WHAT EMPLOYEES HAD TO SAY
“We receive a great salary, bonuses are given, and we get many days off, including summer Fridays” “Compensation is based off performance in all departments; gender and/or age has no relevance”
EMPLOYEE DEVELOPMENT Promoting the growth and development of employees directly contributes to an organization’s success – and for the most part, insurance companies are providing their employees with the programs and resources needed to further their careers. “We offer full reimbursement for any CE and designations, such as ANIS, CPCU and more,” one agency said. Another company reported using the Entrepreneur Operating System to assist in building their business and employees: “It allows us to organize specific career paths for all levels of our company.” When managers are involved and invested in the development of their team, it spreads a company-wide sentiment of appreciation, something employees said they value. For example, one company created a program that facilitates a direct link between the founder, president and new producers. In addition, many companies maintain continuous training programs, whether it’s through on-site classes or online versions for easy employee access.
How often does your organization conduct performance reviews?
Once a year
Twice a year
WHAT EMPLOYEES HAD TO SAY
“They paid for my schooling, which they do for everyone in the company who would like to be licensed or have a designation” “An open-door policy means that management is always open to meet about future career paths and planning” “We have a full-time person in charge of training”
Does your organization offer formal training, mentorship and/or leadership development programs?
87% 13% YES
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TOP INSURANCE WORKPLACES 2018 PRESENTED BY
A M E R I C A
TOP INSURANCE WORKPLACE
PENNSYLVANIA LUMBERMENS MUTUAL INSURANCE COMPANY HEADQUARTERS PHILADELPHIA, PA YEAR FOUNDED 1895
Pennsylvania Lumbermens Mutual Insurance Company [PLM] is the country’s largest and oldest mutual insurer dedicated to wood-related businesses. PLM provides quality insurance coverage, service and risk management expertise to building material dealers, sawmills, manufacturers and distributors, as well as lumber dealers and woodworkers across the country. Backed by more than 100 years of experience, PLM protects 6,000 businesses nationwide with a wide range of coverages. PLM was formed in 1895 by a group of lumber and wood dealers who needed more quality, fair-priced insurance protection for the lumber and woodworking industries. Philadelphia lumber dealer Edward Henson proposed forming a mutual insurance company, and PLM’s predecessor, Pennsylvania Lumbermens Mutual Fire Insurance Company, was born.
In 2013, PLM widened its reach in the lumber market by joining forces with another successful mutual insurer: Indiana Lumbermens Mutual Insurance Company. Over the years, PLM has arranged a number of renewal rights deals and continues to evaluate opportunities to grow its market share in the lumber niche. Today, PLM maintains its headquarters in Philadelphia with employees based across the country. PLM has a strong corporate culture; employees serve as dedicated volunteers and active members of their local communities, and have numerous opportunities for professional development and continuing education. “Pennsylvania Lumbermens Mutual is honored to have been named a Top Insurance Workplace,” says PLM president and CEO John Smith. “We thank our employees, because it is only through their efforts and dedication that we are here. PLM believes strongly in rewarding and incentivizing our hard-working team with attractive compensation, benefits, continuing education and development programs, as well as the opportunity to be involved in their communities through various volunteer efforts. With almost 125 years behind us, we look forward to 125 more with a continued commitment to a positive workplace environment.”
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MAGAZINE The countryâ€™s leading business magazine for todayâ€™s sophisticated commercial insurance broker/agent.
WEBSITE Breaking news, in-depth profiles, features, online forum and Insurance Business TV
ENEWSLETTER Daily news service delivered straight to your inbox every morning
www.ibamag.com 31 Find out more and subscribe at insurancebusinessmag.com/us/
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TOP INSURANCE WORKPLACES 2018 2018
A M E R I C A
TOP INSURANCE WORKPLACES 2018
The following companies achieved an average satisfaction rating of 80% or greater from their employees
1,000 OR MORE EMPLOYEES COMPANY
AmTrust Financial Services
New York, NY
USI Insurance Services
Utica National Insurance Group
New Hartford, NY
Ansay & Associates
Port Washington, WI
Atlas General Insurance Services
San Diego, CA
Brown & Riding
Los Angeles, CA
The Buckner Company
Salt Lake City, UT
Builders Mutual Insurance Company
The Crichton Group
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TOP INSURANCE WORKPLACE
PATRA CORPORATION HEADQUARTERS: EL DORADO HILLS, CA YEAR FOUNDED: 2005
Dedicated to leveraging people and technology to improve processing efficiency for brokers, MGAs and carriers, Patra Corporation provides a variety of processing services that expedite growth, increase profitability and enhance organizational value. Since its founding in 2005, Patra has expanded to provide more than 100 distinct processes and services to address small account management and direct customer experience for organizations across the industry. Two of the company’s innovative approaches, Patra On Demand and Patra Select, offer specialized service models that help brokers reach their business goals. Patra On Demand’s processing services address workload needs to improve efficiency while increasing internal productivity and top-line revenue for agencies of all sizes. For agencies looking to grow and manage small accounts, Patra Select delivers a solution to maintain and grow their books of small business with guaranteed profitability. In addition, Patra Direct gives end-to-end solutions that address acquisition and customer experience for direct writers of insurance. Following a company mantra of “good people, innovative approach, proven results,” Patra now works with hundreds of companies, each with a custom mix of services designed to meet the unique needs of the organization. “Patra’s success is due to the dedication and expertise of our people,” says Patra’s CEO, John Simpson. “I’m proud of the Patra team’s accomplishments and grateful to be named a Top Insurance Workplace by our employees.” www.ibamag.com
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TOP INSURANCE WORKPLACES 2018 PRESENTED BY
A M E R I C A
El Dorado Hills, CA
Pennsylvania Lumbermens Mutual Insurance Company
USG Insurance Services
Allied Insurance Brokers
American Risk Management Resources Network
Ashley General Agency
Box Insurance Agency
Darr Schackow Insurance
Eagan Insurance Agency
Empire Insurance Group
North Branch, MN
Maple Grove, MN
Esser Hayes Insurance Group
FEWER THAN 99 EMPLOYEES
For over a century, we have been protecting the lumber, woodworking and building material industries. A long time has passed since we first started insuring the unique risks of wood-based businesses in 1895, but our core values remain the same – we are committed to protecting the financial interests of wood-based businesses and helping brokers build a book of wood industry accounts. WE INSURE: • Wood manufacturers and distributors • Lumberyards • Small to mid-sized sawmills • Building Materials • Woodworking Shops
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SECTOR FOCUS: CONTRACTORS
Building blocks of success
The construction sector continues to perform well, and insuring contractors is a good opportunity for brokers and agents prepared to go the extra mile ROBUST, COMPREHENSIVE insurance policies are crucial to the success of construction contractors. It’s a business with myriad risks and hazards, and insurance plays an important role in enabling contractors – many of whom are small or medium-sized business owners – to run their daily operations,
often be complex, due to the fact that the ISO commercial general liability form does not cover damage to a contractor’s own work. “That means if a contractor is accused of faulty construction, the CGL policy will only pay for resultant damage, and it will not pay to repair the actual faulty construction,”
“There are a lot more small to mediumsized contractors than there are really large contractors, and the vast majority of the smaller guys don’t have the means to retain the risks involved in construction” Billy Garren, Atlas General knowing they’re protected should an unfortunate event or accident occur. Unsurprisingly, given the nature of the work, job-site injuries and construction defects tend to be the most common claims in this space. Construction defect claims can
explains Samantha Fritch, senior associate broker at Worldwide Facilities. Legislation enacted in New York in 1990 has had a significant impact on claims in the construction space. When the state created its Scaffold Law, which altered workers’ compen-
sation ‘exclusive remedy’ laws, it made it much easier for employees to sue their employers in action over claims. “Since the change in the law, we have seen an increase in employee injury claims being paid out under the general liability policy, rather than the workers’ comp policy,” Fritch explains, “and a very hard market exists for New York construction.” Another trend in claims has been created by the increased use of wrap-up policies, which are also known as owner-controlled insurance programs [OCIP] or contractor-controlled insurance programs [CCIP]. These programs provide coverage for all contractors working on a project under one policy. However, in some cases, when limits are exhausted under wrap-up policies, suits are filed against material suppliers, such as flooring and window manufacturers. That has created an environment where building material suppliers are finding it difficult to secure commercial general liability coverage, especially if their materials are used in residential construction.
Complete coverage Construction can be an unpredictable business – no two jobs are ever the same. Even if contractors remain vigilant and implement thorough health and safety and risk management procedures, mistakes do happen. Not having adequate insurance in place can lead to financial devastation for contractors, their businesses and their employees. “There are a lot more small to mediumsized contractors than there are really large contractors, and the vast majority of the smaller guys don’t have the means to retain the risks involved in construction,” says Billy Garren, VP of Atlas General’s construction program. “Using a competent independent agent and attorney can ensure you are getting adequate coverage for your business and then properly transferring risk to other parties when appropriate.” Contractor’s policies are written to reflect the varied nature of the industry. Key coverage
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ORDINARY PEOPLE GETTING THE EXTRAORDINARY DONE
TOP 10 INDUSTRIES FOR JOB-RELATED INJURIES AND ILLNESSES 10%
7.1% 5.5% 4.1%
0% Laborers Truck Janitors and Nursing General Stock clerks Construction Registered Retail Light truck (nondrivers, cleaners assistants maintenance and order laborers nurses salespeople and delivery construction) heavy and and repair fillers service tractorworkers drivers trailer Source: U.S. Department of Labor, Bureau of Labor Statistics
“The market is robust – there are lots of options for buyers, and there are increasing numbers of claims, which are becoming more severe. So it’s the best of both worlds, and there’s lots of room to compete” Chris A. Brown, Brown & Riding features of contractor’s insurance include an ISO CG0001-based occurrence policy with as few exclusions as possible, blanket additional insured coverage for both ongoing and completed projects, per-project/per-location aggregate, no subsidence exclusion, peroccurrence (rather than per-claim) deductibles, and no extra contractual exclusions. “Many carriers are currently offering automatic additional insured status, as well as waivers of subrogation and primary and non-contributory wording when required
by written contract at no additional charge,” Garren says. “Some carriers are also rating on gross sales, as opposed to payroll and subcontractor costs, which can be easier for the insured to understand.”
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A competitive market Construction was one of the industries hit hardest by the global financial crisis. Prior to 2008, the business was booming, but the economic downturn made for a tough, lean few years. Recently, however, the industry has
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SECTOR FOCUS: CONTRACTORS
LEADING CAUSES OF CONSTRUCTION-RELATED FATALITIES According to the Occupational Health and Safety Administration, 21% of all worker fatalities in 2016 happened in the construction industry. The Bureau of Labor Statistics estimates that well over half of those deaths were due to these four causes:
Falls 38.7% Struck by object 9.4% Electrocutions 8.3% Caught in/between 7.3% Source: OSHA
bounced back well and is now in a stronger position than it was before the recession, which has led to ample opportunity for the insurance industry heading into the second half of 2018. “The market is robust – there are lots of options for buyers, and there are increasing numbers of claims, which are becoming more severe,” says Chris A. Brown, chairman and leader of the construction practice group at Brown & Riding. “So it’s the best of both worlds, and there’s lots of room to compete. Generally, the size of premiums is on the larger side relative to other industries. There are a lot of contractors that are paying very healthy premiums, which creates a good environment for competition.” Bouncing back from the soft market of the financial crisis, contractor’s insurance has remained consistent and extremely competitive in recent years. Many of the traditional national carriers continue to write in the segment, but ‘regionals’ and ‘super regionals,’ such as Cincinnati, Westfield and FCCI, have recently made a significant dent in the market.
“The type of contractor and venue is going to be a big determining factor on who the players might be,” Garren says. “There is also a need in the market for the E&S/specialty carriers to fill a gap the standard markets don’t fill, which is where [companies like] Colony, Markel, Century Surety and Kinsale are thriving.” The market for commercial construction is even more robust, Fritch says. A number of standard carriers, including Zurich, Travelers and Old Republic, have aggressive rates and write all lines, but the market for residential construction is more limited. While there are a number of primary niche players, excess capacity can be an issue depending on the type of residential work a contractor is performing. But in commercial construction, “there are 30-plus markets that are looking to write this class of business, so there is a lot of capacity,” Fritch explains. “There are more markets wanting to write commercial construction and fewer markets looking to write residential construction.” The level of competition among insurers is
reflected on the broker level, too. Construction is a primary focus for many agents and brokers, and those who want to build a book in the space are forced to differentiate themselves from the crowd. Focusing on coverage nuances and getting a solid grasp on forms is crucial, and Garren urges agents to take the necessary steps to educate themselves and their team. “A great deal of general liability insurance for contractors is written by excess & surplus lines carriers whose policies are more restrictive than those of standard-type carriers,” he says. “It would behoove any broker to understand exactly what is and what is not covered and conveying that information to the prospective insured prior to binding a policy.” Despite the complexity and competition, this space remains potentially lucrative for savvy brokers. To take advantage of the opportunities on offer, Brown urges brokers to become specialists and to build teams with specialized knowledge. “That’s the only thing you can do to compete and find better answers for your clients,” he says.
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Master of the trade For Jennifer Sanborn of Corporate Synergies, understanding the risks and trends affecting industries far and wide has been the key to success
IBA: How would you describe Corporate Synergies? Jennifer Sanborn: I would call us “industry agnostic” in that we are generalists focusing on a lot of different industries. Corporate Synergies was originally an employee benefits brokerage, and one of the big reasons we built a P&C practice was to cross-sell to clients. We want to be able to mesh well with current benefits clients and prospective clients, so we like to have a broader focus.
IBA: Many would argue that being a specialist is the path to take in this current marketplace. How has being “industry agnostic” been a driver for your success? JS: I’ve been both a specialist and generalist in my career. My first brokerage job was at Marsh, and while I was there, I did nothing but tech and life sciences business. I do see that there are certainly benefits to focusing on one specific sector, but I also feel that as a generalist, you are able to broaden your knowledge base and expertise. It makes it easier for you to be a little more fluid in the kind of business you do. From a sales point of view, I think you get a little hamstrung when focusing on just one space. There are some agencies that have verticals and will stick with those, but for the culture of our company, it’s better suited
for us to work as generalists. It’s not about being all things to all people; it’s about knowing what you know and applying it to different industries.
IBA: What are some of the emerging risks and trends that are affecting insurance today? JS: A lot of the emerging risks that affect companies have been around, but we are seeing them on a more frequent basis now than in the past. Cyber risks are really now coming to the forefront and affecting not just large companies but also small businesses. Terrorism and catastrophic weather events seem to be occurring more frequently as well. When you see how these trends affect the insurance industry, it is cyclical. When all of a sudden there’s a lot of activity and claims coming through in a certain area, the insurance industry will start to lock itself down to reevaluate how that coverage is being done.
Carriers will ask, “Are we charging enough for this coverage? Are we giving too much coverage and overexposing ourselves to losses? Are we breaking into and eroding the capacity of our company?” With cyber, public companies are experiencing more class-action lawsuits because they’re not doing enough from a risk management perspective to limit their exposure to a data breach, and these lawsuits are affecting not only cyber liability but directors & officers liability as well. If an insurance company has $10 million in liability capacity, they have to figure out which industries and coverages they want to allot that to so there’s not an overload of losses that burn through their capacity.
IBA: Do you have any specific client stories you can share around one of these trends? JS: We have some case studies that we use with prospective clients or when talking to
ABOUT CORPORATE SYNERGIES Founded in 2003, Corporate Synergies is a national insurance and employee benefits brokerage and consultancy headquartered in Camden, New Jersey, with regional offices in New York City; Orlando; Melville, New York; and Bethesda, Maryland. Originally established as a benefits brokerage, Corporate Synergies evolved to provide property & casualty insurance as a full-service risk management consulting firm, offering insurance for a range of industries, including commercial retail, manufacturing, nonprofits, hospitality and technology.
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JENNIFER SANBORN’S CAREER HIGHLIGHTS 1993 Starts her career as a workers’ compensation claims adjuster in Los Angeles 1999 Joins the brokerage side of insurance with Marsh, focusing on the life sciences and technology sectors 2003 Moves to Wells Fargo Insurance Services, where she serves as senior vice president six years 2010 Becomes a client executive for property & casualty sales at Barney & Barney, a Marsh & McLennan Agency 2012 Moves to New York to work as managing director of Strategic Risk Management Solutions, a division of Chardan Capital Markets
“Many people believe they don’t need cyber coverage because they outsource services, but that doesn’t matter. It’s still your data” current clients about things they are not currently covering. Two of those studies are around cyber liability and losses: one for a nonprofit and one for a law firm, both of which are my clients. So when clients tell me they don’t need cyber coverage, these studies allow me to tell them about my other clients
that said the same thing, and what happened to them. For the study around the nonprofit client, they used outside vendors to collect membership fees from their members. One of the outside vendors had a ransomware attack for $250,000, and unfortunately, they
2014 Joins Corporate Synergies as VP of property & casualty for the New York region did not have $250,000 or cyber coverage. Fortunately, we placed cyber coverage for the nonprofit client, and that protected them. Many people don’t believe they need cyber coverage because they outsource services, but that doesn’t matter. It’s still your data; it’s just sitting on someone else’s server, so it’s important to confirm that they have cyber cover or to make sure your insurance is protecting you against cyber threats.
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3/08/2018 4:03:56 AM
SECTOR FOCUS: FLOOD
Still under water
Despite many regions across the country facing serious flood risk, only 12% of US homeowners have flood insurance. IBA finds out why
THE FLOOD insurance market is in the midst of a significant transition. From the increased severity of extreme weather events to the rapid growth of the private market, it’s a marketplace that has changed dramatically in the past five years. This change, it seems, is coming at just the right time: Insurers and their clients are
each year, according to Swiss Re, and because of the complexity of how flood insurance is administered and offered in the US, only a third of that loss amount is insured. “We are seeing more and more families and communities being impacted by flooding events because they don’t have the protection they need from an insurance
“The private industry has shown that it is able to respond more quickly than the federal government with program enhancements, modifications and other crucial improvements” John Dickson, NFS Edge Insurance still reeling from flood-related losses after a particularly brutal 2017 hurricane season. According to a recent Swiss Re report, hurricane damage in the US was responsible for 60%, or $217 billion, of global economic catastrophe losses last year. The water element has been particularly devastating for communities in the US. Floods cause economic losses of $15 billion
vehicle,” says John Dickson, president and CEO of NFS Edge Insurance, an affiliate of Aon National Flood Services. “In both East Baton Rouge and Hurricane Harvey, more than 80% of the property damaged was uninsured. This is something that is happening with increased regularity.” The lack of coverage can be attributed to how and why certain regions receive
their Special Flood Hazard Area [SFHA] designation from the Federal Emergency Management Agency. Homeowners who have a federally backed mortgage and live in one of these higher-risk flood zones are required by law to buy flood insurance. For anyone sitting outside of an SFHA, flood insurance is purely optional. As unexpected and catastrophic weather events become more common, this system is leaving crucial areas uninsured – areas like East Baton Rouge, which was decimated by floods in August 2016. According to the Insurance Information Institute, only 12% of US homeowners have flood insurance – but, Dickson says, not being legally required to purchase flood insurance because you live in what has traditionally been known as a lower-risk area is not a good enough reason to ignore the need for the coverage. “Things are changing, and what flooded yesterday does not necessarily flood tomorrow; flood waters do not pay attention to artificially drawn boundaries,” he says. “The archaic process that is used to create these SFHA maps can’t keep up with the changing nature of our environment. I think this is the biggest issue facing the flood insurance market today.”
Public versus private The vast majority of flood insurance policies in the US are still written through the federal National Flood Insurance Program. Most flood policies are written using specific guidelines defined by FEMA’s flood elevation data and flood maps, and tend to be issued by carriers who participate in the federal government’s Write Your Own program, which allows insurers to issue policies and adjust flood claims under their own names on behalf of the government. The recent emergence of a burgeoning private flood insurance market has created a level of competition that is driving innovation. Flood insurance has traditionally been
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TOP WRITERS OF PRIVATE FLOOD INSURANCE BY MARKET SHARE FM Global 40.3% Assurant 15.3% Zurich Insurance Group 10.7%
perceived as an untouchable risk by private insurers, but recent technological innovations have created more reliable ways of measuring flood risk. As a result, the private market has been growing rapidly and taking more market share from the NFIP, and this is a trend that Dickson expects to continue. “The NFIP has to be all things to all people in all locations, and that is a very difficult mandate,” he says. “The private industry is not hamstrung and has a freedom to design programs for niche markets as opposed to
the entire market. The private industry has also shown that it is able to respond more quickly than the federal government with program enhancements, modifications and other crucial improvements that need to happen if the industry is to evolve at pace with a changing climate.” In an attempt to pay down some of the NFIP’s $30 billion debt, FEMA announced in April that it would make changes to the way the NFIP operates. One of the biggest changes was the decision to rescind the
AIG 9.9% Swiss Re 4.5% Source: Insurance Information Institute
non-compete rule for the NFIP, which means that insurers can now sell their own flood insurance coverage, even if they also sell NFIP-backed policies through the Write Your Own program.
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SECTOR FOCUS: FLOOD
WHICH STATES ARE MOST AT RISK? According to CoreLogic, the states with the most residential property at risk of hurricane storm surge damage are:
insurance were all admitted companies, but 95% of the private flood insurance is written by surplus lines companies, so there’s not even a match there. It is apples and oranges – a non-issue.”
Rising tide Most flood claims arise as a result of storm surge (examples include Superstorm Sandy and Hurricane Ike), heavy rainfall and flash flooding (as with Hurricane Harvey and the 2016 Louisiana flooding). Other extreme flood losses are a result of levee failure, as was witnessed in the aftermath of Hurricane Katrina. In recent years, there has also been an increase in claims occurring after a single
insurance market, there is a long way to go to narrow the protection gap and thus achieve flood-resilient communities.” In addition to suggesting the most suitable and comprehensive policy, agents and brokers have an important role to play in helping their clients mitigate flood risk. Even if a property is not within a 100-year floodplain, agents should inform their customers of their potential flood risk. Agents also need to understand the different types of flooding and help property owners understand that just because they aren’t legally required to have flood insurance, that doesn’t mean they won’t experience a flood in the future. CoreLogic chief scientist Howard Botts encourages agents to study flood risk
“Information on flood risk is key to ensuring the insurance industry and homeowners alike are aware of the potential risk of flood damage to their property”
Howard Botts, CoreLogic Source: CoreLogic
What appeared to be a significant industry shift to some was met with a shrug of the shoulders by others. Evan Hecht, CEO of The Flood Insurance Agency, called the decision a “non-event that will not create any change,” adding that the non-compete rule wasn’t strong enough to prevent insurance companies from selling both FEMA and private insurance policies in the first place. “Those insurance companies simply sold the policies through different entities within their holding companies,” Hecht says. “It’s been rampant throughout the industry for years, and FEMA knew what was going on and just turned their heads the other way. The companies that were writing FEMA
day of precipitation, which is causing flooding in states that have typically not had prior flood losses. The National Oceanic and Atmospheric Administration reports that nine of the 10 most severe single-day precipitation events have occurred since 1990. “The recent flood events have raised awareness not only at the insurance industry level regarding the significance of flood insurance options, but also among property owners,” says Raghuveer Vinukollu, natural catastrophes solution manager at Munich Re America. “However, the 2017 events, most notably Hurricane Harvey, again showcased the low level of insurance penetration. While there has definitely been progress in the flood
beyond what FEMA flood maps provide. His company relies on those maps to provide basic flood zones, but also provides additional risk assessments based on distance, property elevation and water surface elevation from a 100-year event, as well as evaluating risk from coastal storm surge, flash flood and even sewer backup. “The insurance industry should utilize these additional flood solutions to ensure they are making good decisions on evaluating risk when entering the flood space,” Botts says. “Information on flood risk is key to ensuring the insurance industry and homeowners alike are aware of the potential risk of flood damage to their property.”
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Alexandra Glickman says the secret to her success lies in never being afraid to take risks After graduating from UC Berkeley, Glickman took the LSATs with a friend. Her friend’s score was high enough to gain her entry to Harvard Law, but Glickman’s wasn’t, prompting her to rethink her plans “It was a lucky circumstance that I didn’t have the score to attend Harvard and that I was so competitive with my friend. I looked in the newspaper and found a job for $1,000 a month”
1983 PLAYS A FATEFUL TENNIS GAME Glickman performed so well in the marketing department of a catastrophic loss restoration department that she was pressured to transfer to the company’s home office – until a conversation at a tennis match offered an alternative
TAKES AN UNEXPECTED DETOUR
“One fateful day, I was playing in a tennis tournament and my partner, an insurance professional, said he wanted me to interview at his brokerage. I took the risk and interviewed”
LEARNS FROM THE GROUND UP Glickman’s first job in the insurance industry meant starting at the bottom, but a personal connection with a potential client led to a sudden improvement in her standing “We marched into the Beverly Wilshire Hotel, and damn if we didn’t get the account – and all of a sudden I didn’t have to park five blocks away. My status didn’t change, but I started working on the accounts; it allowed me to learn the brokerage from the ground up”
GETS INVOLVED WITH CITY OF HOPE A client was the first to recommend that Glickman get involved with the cancer treatment and research center, where she has now volunteered for two decades “He knew it would resonate with me. If we are given the opportunity to succeed, it is our moral imperative to help those who don’t have that fortune. You can do well by doing good”
2007 IS RECOGNIZED BY LLOYD’S The recognition conferred by the Lloyd’s of London Surplus Lines Broker of the Year Award made it one of Glickman’s most treasured honors “It meant that we were recognized by the Lloyd’s community. I was fortunate to be seated next to Lord Levine, and we found that we shared a lot in common. The next year I was in London, and I was honored to be invited to spend the High Holy Days with his family”
IS MADE MANAGING DIRECTOR At age 36, Glickman was the youngest sales manager at Johnson & Higgins when Marsh bought the brokerage; she became a managing director and went on to develop and launch real estate and hospitality industry specialty practices. However, she was unhappy with the company’s culture ”I did not resonate with their way of doing business; it wasn’t client-focused. I was the only managing director to walk away under my own steam – I did so on the ninth day after my contract was over”
2001 JOINS GALLAGHER After leaving Marsh, Glickman set her sights on another major brokerage: Gallagher “I liked their reputation, they were public, and they took risks. I knew I had to take this risk, and God bless the clients who followed me. No one knew who Gallagher was at that point, but it had excellent leadership and an ethical core – nothing can substitute for that”
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K night is currently reworking the technolog y he developed to provide su bscriptions to other nonprofits a nd small medical practices
Months it took Knight to create the ClinicFlow system
Number of patients using the ClinicFlow system in 2016
Number of patients using the system by the following year
FIGHTING THE GOOD FIGHT Outside of the office, Andrew Knight works to bring medical technology to places without power WHEN ANDREW KNIGHT’S fiancée, Bethany, returned from a trip to India, she had plans for both of them. Having traveled with the One World Medicine Clinic to provide care as a public health graduate student, she saw an opportunity to improve efficiency – and she knew Knight’s background as an applications manager at Glatfelter Insurance Group would be crucial to making it happen.
Together, she thought, they could change lives by bringing medical records technology to this rural corner of the globe. “The primary religion in Punjab is Sikhism, so most men have the same last name ‘Singh’ and most women have the last name ‘Kaur,’” Knight explains. “And there’s not much variety of first names. Imagine using a paper record system, without a photo ID, to identify patients
with the same name!” Within a year, Knight had developed ClinicFlow, a custom medical record application system, and had also built a portable internet server, worked with the nonprofit to supply a generator for power and traveled to India to implement the system. “Everyone has a purpose,” he says. “When we quiet our busy lives, we find it.”
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