Page 1

THE

Minnesota News sota e n n i M f is a Jr Gol

Hugses! Succe

INSIDE President Mark Z. Moores, page 5 Executive V.P. Dan Riley, page 7 How to Say “NO” the Right Way, page 15 MIIAB Legislative Report, page 35 E&O Considerations..., page 41

MN Independent Insurance Agents & Brokers Association

August 2011


Protection You Can Count On

Your home is your castle, and your contents are your treasures, and that is why Austin Mutual offers the protection you need. With Austin on your side, there’s a comfort level that comes with knowing we’re always just one phone call away. So when your castle needs guarding…

Maple Grove, MN 55369 800-328-4628 • AustinMutual.com

Austin’s Got You Covered MIIAB Diamond

www.austinmutual.com 2 The Minnesota News • August 2011

Partner


MIIAB BOARD OF DIRECTORS

August 2011

President

The Minnesota News

Mark Z. Moores, CPCU, ARM, AAI

Moores Insurance Management, Inc., St. Paul, MN

Rob Wunderlich

President-Elect

CONTENTS

Wunderlich Insurance Agency, Winona, MN

Chad Bjugan

Vice President

Inside

Richfield State Insurance, Richfield , MN

Walter K. Ohl, Jr., CIC Past President

Pioneer Heritage Insurance, LLC, Spicer, MN

David J. Szczepanski

IIABA State National Director

Garry Insurancenter, North St. Paul, MN

5

President’s Message

7

Executive VP Message

Bill Butler, CISR

35

Capital Notes

Butler & Associates Ins. Agency, Inc., Apple Valley MN

39

YIP News

47

E&O Q&A

48

In the News...

54

Education

58

Power in Partners

YIP Representative

Roberta Gibbons, CISR, CIC

Dyste Williams Agency, Minneapolis, MN

John Keller, CIC

Lindfors Insurance Agency, Fosston, MN

Mark D. Lancaster

The Lancaster Agency, Mankato, MN

Jamie Larson

15 How to Say

“NO” the Right Way

Larson Insurance of Fergus Falls, Fergus Falls, MN

Vance Prigge

Atlas Insurance Brokers, Rochester, MN

Bruce L. Sogn

Oakwood Insurance Agency, Inc., Coon Rapids, MN

Hal E. Tiffany Jr., CIC

On the Cover

Hal Tiffany Agency, Inc., Rosville, MN

Scott Wojtysiak

Reliable Agency, Inc., Cloquet, MN Foster Carlson White Agency, Monticello, MN

MIIAB STAFF Daniel D. Riley

Executive Vice President

21

Platinum Partner Article

Minnesota News

THE

Mark White, CIC, CPCU

sota Minne a is Jr Golf

HuGes! succes

Auto-Owners Insurance

driley@miia.org

952-253-6072

Shelley Waldhauser

Director of Insurance Operations 952.253.6089

swaldhauser@miia.org

Dominic Sposeto

INSIDE

Government Affairs Director 952-253-6075

President Mark Z. Moores, page 5 Executive V.P. Dan Riley, page 7

dsposeto@miia.org

How to Say “NO” the Right Way, page 15 MIIAB Legislative Report, page 35

Alan Lepley

E&O Considerations for the Automated Agent, page 41

MN Independent Insurance Agents & Brokers Association

Chief Financial Officer 952-253-6076

Big “I” National Championship Junior Golf Qualifying Tournament was held at Hazeltine National Golf Club July 11th, 2011 See page 11

august 2011

alepley@miia.org

April Goodin

Director of Education 952-253-6074

agoodin@miia.org

Michelle Schneider

Asst. Dir. of Education and Communications 952-253-6070

mschneider@miia.org

Bernie Neff

Technical Advice 952-253-6073

neffbj@aol.com

27

Platinum Partner Article Integrity Insurance

Terri Norum

Insurance Coordinator 952-253-6237

tnorum@miia.org

Keith B. Knapp

Director of Communications 952-253-6243

kknapp@miia.org

Reach MIIAB At: 7500 Flying Cloud Drive Suite 900 Eden Prairie, MN 55344 Telephone: 952-835-4180 Tollfree: 800-864-3846 Fax: 952-835-4774 www.miia.org

41

E&O Considerations for the Automated Agent

MN Independent Insurance Agents & Brokers Association

August 2011 • The Minnesota News 3


Don’t let your clients get robbed on their high value personal lines coverage. Call Elite Client Solutions, the dedicated team of high net-worth specialists at Burns & Wilcox. Our brokers can offer you wholesale access to premier programs including Chubb Personal Insurance, Chartis Private Client Group, ACE Private Risk Services, and Fireman’s Fund Prestige Plus. Not to mention, the highest level of customer service and product counseling in the wholesale marketplace. Want to lock down your high net-worth clients’ assets? Call the Elite Client Solutions team at Burns & Wilcox, the largest independent wholesale broker and underwriting manager. Minneapolis, Minnesota

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www.stpaul.burnsandwilcox.com 4 The Minnesota News • August 2011

High Value Property

The best security system for your clients’ high net-worth portfolios is Burns & Wilcox.


Mark Z. Moores, CPCU, ARM, AAI mmoores@Mooresinsurance.com

President’s Message Everyone Has a Role

Everyone in an organization – including our organization MIIAB – has a role. Whether you’re on the board, on a committee or simply a card carrying member, you can help make a difference. This lesson became crystal clear to me last month when my wife Sue and I were extremely lucky to spend 7 days and 6 nights riding on an aircraft carrier. My nephew, Casey, is a 2nd class petty officer on board the USS Carl Vinson (the latest aircraft carrier in the US Navy). Periodically the Navy puts on what they call Tiger cruises. During the cruise family members of the sailors and aircrew on the ship can hop aboard for an up close and personal adventure at sea. • The USS Carl Vinson is a behemoth. It’s more than 1,100 feet long (3+ football fields), 20 stories high, and can travel at over 50 miles an hour! There are four squadrons on board—each has 12 attack jets. • The USS Carl Vinson and its crew have had a busy, productive year in which everyone on the ship contributed to its successes. Before we got on board, the carrier had responded and provided relief to the victims of the earthquake in Haiti. They pulled into South Korea shortly after the Korean conflict intensified. Both sides were threatening military retaliation after North Korea had launched the first artillery attack on South Korean territory in nearly 60 years. The Carl Vinson also apprehended several pirate ships in the Arabian sea and ran thousands of missions in Iraq and Afghanistan. They were a significant part of history as they assisted in bin Laden’s burial at sea. http://www.wvec.com/home/USS-Carl-Vinson-assists-with-bin-Ladens-burial-at-sea-121100789.html

While on the ship, Sue and I saw firsthand that everyone needed to do their job in order for everything to work seamlessly and that each role had importance and was valued. Every sailor’s role was understood as being critical to the success of the ship and the mission(s). Welders, cooks, pilots and even the captain’s jobs were clearly and competently executed. We were humbled by the power and capabilities of the aircraft carrier and the bank of knowledge it contains (through man and machine). But, all of those capabilities and knowledge are nothing without leadership that knows how to use that power and ability. There seemed to be similarities between what Sue and I witnessed and what I know to be true with running an agency (and hopefully putting together a great year for our association). Valuing everyone’s role and recognizing how it contributes to the goals of your agency are ingredients for success as they are for our association. Strong leadership can take talent and direct it toward productivity and positive results. We hope you will look at your association and see where you might like to have a role. We’d welcome it and value your ideas and expertise. Like the work on the USS Carl Vinson, no job is a small or inconsequential one. Please think about becoming part of the association’s crew and discover what can come from meeting others who value the same mission—helping consumers/clients manage their risks and independently design properly structured insurance programs.


The best relationships make it easy. That’s what our agents say. In a nationwide ease-of-doingbusiness survey, West Bend scored first or second every year for the past five years. And when it comes to making it easy to do business, agents point to the relationships they share with West Bend.

But don’t take our word for it. Here’s what our agents have to say ... “West Bend has been great to work with and the ease of doing business has been one of the reasons we look to you as number one.” “I really enjoy the relationship I have with all the associates at West Bend!” “I feel West Bend goes above and beyond with their underwriting staff already. Everyone is accessible and their field marketing reps also act as a sounding board and valuable resource to our agency.” “Never change the fact that management is accessible to the agency if needed and allowed to discuss an underwriting decision with a graceful out for all, thereby keeping our mutual client the main focus and all of our business relations intact.”

So when it comes to doing business, make West Bend your first call.

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MIIAB Diamond

6 The Minnesota News • August 2011

Partner


Dan Riley driley@miia.org

Executive VP Message

Minnesota Hosts the First Annual Trusted Choice Junior Golf Tournament at Hazeltine National Golf Club As you can see by the front page of the magazine and the highlights of the first annual Trusted Choice Junior Golf Tournament, it was a huge success. The participants had a wonderful time as well as their parents who followed their child as they played the course. We had some of the top junior golfers in both the boys and girls division in the state of Minnesota who played in this event. The junior boy winner was Derek Brinker from St. Michael, and the junior girl winner was McKenzie Niesen from New Prague. These two individuals will attend the 43rd Trusted Choice Big “I” National Championship at the Reunion Golf & Country Club in Madison, Mississippi on August 1 - 4, 2011. Your association will pay for their registration fee, transportation to the tournament, and housing. At the tournament we promoted Trusted Choice and the following Minnesota Trusted Choice companies throughout the event. We thank all of these companies for their support of the Trusted Choice brand and the junior golf tournament in Minnesota. AAA Insurance

The Hartford

Allied Insurance

Indiana Insurance

Austin Mutual Insurance

Integrity Insurance

Capital Insurance Group

Liberty Mutual

Continental Western Group

MetLife Auto & Home

EMC Insurance Companies

Midwest Family Mutual

Encompass Insurance

North Star Mutual

Foremost Insurance Group

Ohio Casualty

Harleysville Insurance

Progressive Insurance

Rain & Hail Insurance Service, Inc. Safeco Insurance Selective Insurance State Auto Insurance Travelers Insurance Western National Insurance Westfield Insurance Wilson Mutual Insurance

Our vision for the future is to hold this tournament at Hazeltine National Golf Club in Chaska, MN because we feel that this course is an attraction for junior golfers who are looking to foster their college careers in golf.

Mike Donohoe Will be Installed as the National Chairman on September 16th

Mike Donohoe from the Weir Insurance Agency in Mankato, MN will be installed as the Chairman of the Independent Insurance Agents and Brokers of America. Mark your calendars for September 16th. We are planning an educational program prior to Mike’s installation luncheon at the Hyatt Regency in Minneapolis. You will be receiving details on this event in the near future. We look forward to seeing you in September for this Minn-sooo-da Celebration!


Isn’t it time for you to experience the PREMCO difference?

PREMCO has been Financing Insurance Premiums and s u p p o r t i n g I n d e p e n d e n t I n s u r a n c e Ag e n c i e s f o r o v e r 2 1 y e a r s . W e a r e e x t r e m e l y p r o u d t o b e s e r v i n g yo u r M i n n e s o t a As s o c i a t i o n a n d i t s m e m b e r s ! G i v e u s a c a l l a n d e x p e r i e n c e w h y w e a r e t h e c h o s e n p a r t n e r o f yo u r As s o c i a t i o n a n d w h y s o m a n y I n d e p e n d e n t Ag e n t s r e l y o n u s e v e r y d a y .

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Proudly Endorsed by the MIIAB


ive Effect

1

9/1/1

IIABA-Swiss Re Agents E&O Program

HIGH LEVEL SUMMARY OF NEW RPG POLICY FORM FEATURES (SP 4 584 05 10) As the endorsed agents professional liability carrier of the IIABA and the 50 state Big “I” associations, we are committed to protecting our policyholders business, assets and reputation. In collaboration with the your state Big “I” association and the IIABA, we are introducing new features and coverage enhancements designed to reflect the evolving needs of agents and brokers. The following is a snapshot of the major improvements. Please refer any questions to your state administrator, or to obtain the exact policy language. Please note that some coverage features may not apply to all policyholders.

COVERAGE OR ISSUE

NEW POLICY FEATURE

LOCATION IN NEW POLICY

Prior policy was in two parts

Now a single policy form, as opposed to separate General Terms and Conditions and Coverage Units.

Personal Data Protection for a breach of the agency’s network security

New first party coverage provided with limits of $10,000 per incident/$25,000 policy period aggregate for agency expenses incurred subject to a $1,000 each incident deductible.

Section I. Coverage, D. Additional Coverages, 3. Personal Data Protection

Breach of Personal Data

New third party coverage provided with sub-limit of $1,000,000 per breach and aggregate if agency meets conditions set out in policy. Subject to underwriting approval.

Section IV. Definitions and Explanation of Terms, V.3. Wrongful Act. Sub-limit shown on Declarations.

Deductible Reduction

Deductible reduction applies to claims alleging Section VIII. Deductible, failure to procure coverage where Swiss Deductible Reduction Re determines that the agency has written documentation in file refuting such claim. 50% reduction up to a maximum of $12,500.

Subpoena Expense Reimbursement

Limit increased from $5,000 to $10,000 per policy period.

Section I. Coverage, D. 2. Subpoena.

Loss of Earnings Reimbursement

Increased to $500 per insured per day/ maximum of $10,000 per policy period.

Section IV. Definitions and Explanation of Terms, D.3.e. Claim Expense

Definition of Personal Injury broadened

Definition broadened to include coverage for hazards similar to that provided by the general liability policy.

Section IV. Definitions and Explanation of Terms, M. Personal Injury and V. 2. Wrongful Act

Consulting in conjunction with Employee Benefit Plans

Clarifies that insurance consulting for employee benefit plans is covered.

Section IV. Definitions and Explanation of Terms, R. 2. Professional Services

Advertising definition

Advertising is now defined in the policy and included in the definition of wrongful acts.

Section IV. Definitions and Explanation of Terms, A. Advertising, M. Personal Injury and V. Wrongful Act

Extended Reporting Period (Tail)

Extended Reporting Period Terms expanded to include a 2 year option where allowed.

Section XIV. Extended Reporting Period, C. Optional Extended Reporting Periods, 1. and 4.

EPL Coverage endorsement limits

Added limit options of $1MM and $2MM in addition to existing limits of $250,000 and $500,000.

Investment/Securities Products Endorsement limits

Added limit option of $2MM in addition to existing limits of $500K and $1MM.

Safety Consultants Endorsement limits

Higher limits may be available on a select basis, dependent on individual risk characteristics.

This document is provided for informational purposes only and is intended as a general overview of the policy described and should not be considered a contract of insurance. All policies are individually underwritten and subject to the underwriting guidelines of Westport InsuranceCorporation, a member of the Swiss Re Group. For complete policy language, refer to form SP 4 584 0510, or the most current edition thereof.

August 2011 • The Minnesota News 9


Na�onwide Strength. Midwest Values. At RAS,

workers’ compensation is our primary focus. It is what we do, and who we are. We partner with our agents to help employers control the rising costs of managing a workforce while protec�ng profitability. We have a proven history of solid performance throughout Minnesota and con�nually develop new ways to overcome the difficult issues inherent to workers’ compensa�on. We have a team approach to deliver excep�onal service, including:  LOCAL CLAIMS MANAGEMENT AND CASE MANAGEMENT  INJURY ASSISTANCE CENTER

You’re local, we’re local; let’s work together.

 STAY AT WORK/RETURN TO WORK PROGRAM DEVELOPMENT  LOSS PREVENTION AND TRAINING  ERGONOMIC ASSESSMENTS AND JOB FUNCTION MATCHING

WORKERS’ COMPENSATION. Our Focus. Your Opportunity.SM

10 The Minnesota News • August 2011

OFFICES IN MINNESOTA AND SOUTH DAKOTA P. 800.732.1486 www.rascompanies.com www.rascompanies.com


On July 11th, MIIAB held its first annual Trusted Choice Big “I” Junior Qualifying Tournament at Hazeltine National Golf Club. 85 boys and 9 girls from ages 13 to 18 participated in this great event. The Minnesota winners; Derek Brinker, St. Michael, Score 75 and McKenzie Niesen, New Prague, Score 81, will go on to participate in the Trusted Choice Big “I” National Tournament. The Trusted Choice Big “I” national program began in 1969 and has grown to become one of the world’s largest as well as one of the most highly anticipated national junior golfing events As junior golfers, current PGA Tour players Tiger Woods and Billy Andrade each won two Big “I” titles. Andrade captured back-toback titles in 1980 and 1981. Woods won the prestigious tournament in 1990 and 1992. While Woods and Andrade both had successful runs in the tournament, there is a distinguished list of current professional players who as juniors played in the Big “I”. They include Fuzzy Zoeller, Bob Tway, Craig Stadler, Casey Martin, David Duval, Hale Irwin, Phil Michelson, Justin Leonard and Bobby Clampett.

August 2011 • The Minnesota News 11


Winners Derek Brinker, St. Michael, Score 75 McKenzie Niesen, New Prague, Score 81

12 The Minnesota News • August 2011


August 2011 • The Minnesota News 13


Some good things make other good things even better.

It’s what our independent agency partners do every day with the quality insurance programs from Western National. Together, we meet our customers’ unique insurance needs by providing a mix of coverage, expertise, and relationship-based service that no other team can bring to the table. www.wnins.com

Western National is proud to be a Trusted Choice® company partner

MIIAB Diamond

14 The Minnesota News • August 2011

Partner


How to Say “No” the Right Way By Carl Van We all have to say no at times. Some people find it easier than others. interesting is that almost all of us struggle with the right way to say it.

What is

People who hate to say no find it hard to do, and sometimes do something much worse than hurt someone’s feelings. They either don’t say anything, which passively sends an incorrect message of “yes,” or they say no in such a way that the other person doesn’t really know what is being said, sending the message of “maybe.” People who don’t mind saying no don’t find it hard to do, but can lack the skills to do it gracefully and very often instill hard feelings, even when that is not their intent. For those of you who have no problem saying no, but need a little guidance on how to say it more effectively, here are some tips. Tip #1: “I’m Sorry” doesn’t have to mean you are really sorry. A little empathy can go a long way. Tip #2: Repeat back to the other person their point of view. That will allow them to listen to yours. Once you prove to someone you understand their point of view, by repeating it back to them, they can stop explaining it over and over again. Tip #3: You don’t have to prove to someone that the situation is their fault. Most people just want empathy, not for you to take the blame. If possible, take their side as much as you can, but return to the situation at hand.

continued on page 17

August 2011 • The Minnesota News 15


Their businesses are as different as the tools they use. Insure them accordingly with AmTrust. Think AmTrust for all your small business insurance needs. We offer workers’ compensation and commercial package products in a variety of classifications, including specialty niche segments such as: Fine Dining | Lumber Specialty | Auto Service Plus | Businessowners Policies

For more information about how you can write business with AmTrust, please call 877.528.7878 or visit www.amtrustnorthamerica.com. * Not all products available in all states

Your Success is Our Policy. SM

www.amtrustnorthamerica.com 16 The Minnesota News • August 2011


continued from page 17

Tip #4: Show the other person you wish it could be different. Telling someone, “I wish I could do this for you…however, I just can’t” is much more powerful than, “I won’t do this for you because I don’t have to.” Tip #5: Help solve the problem in another way if possible. Even if alternatives aren’t the answer, the fact that you offered them shows you care. Most people, when being told “no,” can take it a little better if it is coming from someone who seems to genuinely care. Tip #6: Avoid the word “but” when empathizing. When you say, “I understand, but…” what the other person hears is, “I don’t understand.” Using the tips above, you can say no and avoid conflict. The following examples show how a different approach can save you from an unpleasant situation. Scenario 1 Pat is a hotel clerk who is trying to help Mr. Donnelly. It’s late at night and he needs a hotel room. Mr. Donnelly: Look, I really need a room tonight. You’re the sixth hotel I’ve been to and I’m getting really tired. Pat: I’m sorry, there are no rooms; we’re completely booked. Mr. Donnelly: Please? I’m exhausted. Pat: I understand, but that doesn’t change the fact that we have no rooms. Mr. Donnelly: But I’m exhausted. Pat: I understand, but how is that our fault? You should have made a reservation. Mr. Donnelly: Can’t you do something for me? Pat:

(Turning the terminal toward Mr. Donnelly) Look, we have no rooms!

Notice how Pat said she was sorry, but she didn’t really convey that very well. She was also concerned with proving Mr. Donnelly was at fault. She offered no real solution, and certainly did not appear that she wished it were different. The next example shows how Pat does when she applies the tips above. Mr. Donnelly: Look, I really need a room tonight. You’re the sixth hotel I’ve been to and I’m getting really tired. Pat: Oh, I’m very sorry, there are no rooms; we have a conference here and we’re completely booked. Mr. Donnelly: Please? I’m exhausted. Pat: Mr. Donnelly, I understand that you are exhausted. I know you don’t want to have to keep searching for a room at other hotels. I see how tired you are and understand what you are going through. Believe me, if I had a room, I would definitely give it to you. The truth is... I just don’t have a room available. I’d do it if I could… but just can’t. Can I help you find a room somewhere else? Mr. Donnelly: Ugh. Okay, yes, please! Pat’s approach led to a much better result. Mr. Donnelly isn’t thrilled, but he is ready to move on. continued on page 19

August August 2011 2011 •• The The Minnesota Minnesota News News 17 17


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MIIAB

www.progressiveagent.com 18 The Minnesota News • August 2011

Diamond

Partner


continued from page 19

Scenario 2 Debbie is a sales person at a department store. The store has a very strict policy about not accepting refunds over 30 days. Mr. Adam: I want to turn this in for a refund, please. Debbie: This was purchased over 30 days ago, so I can’t do that. Mr. Adam: I didn’t know that when I bought it. Debbie: I understand, but you should have read the return policy then. It’s right there on the sales receipt. Mr. Adam: Who reads sales receipts? Debbie: People who want refunds. Mr. Adam: Come on. It’s been 34 days. What’s the big deal? Debbie: I understand, but 30 days is the limit. reasonable about this.

Sorry.

You’re going to have to be

Mr. Adam: (Now angry) I am being reasonable!! Notice how Debbie failed to empathize with the customer. She blamed the customer for not understanding the policy. She even went so far as to imply the customer is an unreasonable person. The next example shows what happens when Debbie approaches the situation with the tips in mind. Mr. Adam: I want to turn this in for a refund, please. Debbie: I’m very sorry Mr. Adam, but since this was purchased over 30 days ago, no refunds are allowed. Mr. Adam: But I didn’t know that. Debbie: I understand that. It’s on the receipt, and often people don’t really read their receipts, so I can understand that you didn’t know about the policy. Mr. Adam: Well I have to return it. I can’t use it now and it’s expensive. Debbie: Mr. Adam, I really do understand. This is an expensive item and you are now realizing you can’t use it. I truly wish the store policy were different and wish there was some way to make an exception. The policy is quite firm, however, and there is just no way to provide a refund. Can I help you find something you can exchange it for that might be acceptable to you? Mr. Adam: Oh… okay. Do you have a catalog or something? Hopefully that sounds a little better as well. Remember, saying no doesn’t have to create bad feelings if you show a little empathy. Follow these simple tips and you might just get a little less resistance from people. ABOUT THE AUTHOR

Carl Van is a Professional Public Speaker and business course designer. He is President & CEO of his own international training company. He trains and speaks to audiences all over the United States and Canada on soft skills such as Customer Service and Branding, Negotiations, Time Management and of course Gaining Cooperation. His new book, “Gaining Cooperation” is available on Amazon.com. Mr. Van is available for Guest Speaking and can be reached at 504-393-4570 or www.CarlVan.org or www.facebook.com/carlvanspeaker

June 2011 August 2011 •• The The Minnesota Minnesota News News 19 19


LIFE • HOME • CAR • BUSINESS • AUTO-OWNERS.COM

We want to thank you, and you, and you . . . Thank you and congratulations agents! Auto- Owners Insurance has been rated “Highest in Customer Satisfaction with the Auto Insurance Claims Experience, Three Years in a Row,” according to J.D. Power and Associates!

Auto-Owners Insurance ranks highest among auto insurance providers in the J.D. Power and Associates 2008-2010 Auto Claims StudiesSM. Study based on 11,597 total responses, ranking 22 insurance providers. Excludes those with claims only for glass/ windshield, theft/stolen, roadside assistance or bodily injury claims. Proprietary results based on experiences and perceptions of consumers surveyed May 2010 – June 2010. Your experiences may vary. Visit jdpower.com.

www.auto-owners.com 20 The Minnesota News • August 2011


Minnesota Independent Insurance Agents & Brokers Association

Power in Partners Program

MN Independent Insurance Agents & Brokers Association

Platinum Partner

Everyone at Auto-Owners Insurance is pledged to adhere to certain principles. First, AutoOwners is an agency company and our total effort is directed toward the success of this method of marketing to serve the public. It is our goal to help our local independent agent provide superior service and protection to his community. As part of our complete commitment to the independent agency system, Auto-Owners recently sponsored an agency perpetuation seminar in Minnesota, providing free information to agencies about how to plan for the continued success of the agency. While other companies seem to be looking for ways to market their product through other methods that compete with the independent agency system, Auto-Owners continues to look for ways to help our agency partners be more successful. Second, the relationship of mutual confidence, understanding and close contact between our agents and our Company, built up over long years of working together, is not taken lightly by our management. Adequate financial resources and experienced, progressive management personnel are our guarantee of the continuity of the relationship. In Minnesota that relationship has been ongoing since 1945. Third, we are firm believers in, and practitioners of, progress. We do not, however, consider that the words “change” and “progress” are necessarily synonymous. Therefore, any change contemplated in policies, rating methods or procedures, are considered carefully against three yardsticks: continued on page 22

August 2011 • The Minnesota News 21


1. Does the proposal fill a public need? 2. Will it help our agents? 3. Will it strengthen our Company? If the answers are all affirmative, the proposal probably represents real and lasting progress, and it is adopted. This approach, in our opinion, is sound and avoids untold confusion, expense, and wasted effort for all parties. From numerous comments by our agents (as well as the fine flow of additional business submitted to us), it is apparent that most agents agree with us.

Marketing Team: Front - Allison Hutterer, Tricia Johnson, Tim Tripp, Cory Petersen, Kevin Simberg, Back - Mike McMahon, Jim Lawson, Judy McKee, Marc Checco, Brian Jackson, Barry Preslaski.

Marketing Representatives Provide Expertise Auto-Owners marketing representatives are trained to help agents write profitable business. Most of our marketing representatives have backgrounds in either underwriting or claims, which enhances their marketing knowledge. They consider an agent’s needs and help agents grow with the Company. They are “IN BUSINESS TO WRITE BUSINESS®.” Auto-Owners marketing representatives … • Visit agents regularly • Are available for special calls • Assist agents with agency development and management needs • Provide agents with marketing ideas to grow their agencies • Can aid agents in all lines of property and casualty and life/disability/long-term care/ annuity business • Assist agents with their co-op advertising program • Conduct territory and in-agency training sessions The Auto-Owners marketing division hosts regional breakfast meetings, seminars and schools, agency panels and brings in professional speakers for regional meetings. In Minnesota, regional meetings will be held November 1-3 this year.

22 The Minnesota News • August 2011


The marketing division also hosts annual conventions, held over three days in Lansing, for an agency’s customer service representatives. These conventions help educate your staff on our products and services, and provides assistance with sales techniques, all while allowing CSRs from across the country to have fun together. The 15th annual Auto-Owners CSR Convention will be held Sept. 13-15 and Sept. 20-22 this year. Underwriting Philosophy Auto-Owners has a reputation among its agents for having a reasonable underwriting philosophy. We are well-known for our simplified applications and the way we listen to our agents and each unique situation when selecting underwriting risks. We firmly believe that the agent is our front-line underwriter. Auto-Owners underwriters at the home office and in our White Bear Lake branch office … • Are marketing-minded technicians • Are guided by associates with both home office and field insurance experience Underwriting Team: Front - Shelly Paar, Danae Holland. Back - John Simberg, Sarah Johnson, Jeff Carr

• Are geared toward the market conditions of the times

Award-winning claims service Auto-Owners is known for our superior customer satisfaction, as demonstrated by recognition from J.D. Power and Associates studies. In 2010, J.D. Power and Associates, for the third straight year, ranked AutoOwners “Highest in Customer Satisfaction with the Auto Insurance Claims Experience.” Besides a full-service marketing and underwriting branch in White Bear Lake, Auto-Owners has five claims offices throughout Minnesota to service our agents and policyholders. Minnesota Claim Managers: Front - Dan Castle, Twin Cities West; Heather McCready, Rochester; and Jerry Swoboda, Willmar; Back - Ryan Johnson, White Bear Lake; Barry Preslaski, Regional Vice President, White Bear Lake; and Bill Goetz, St. Cloud.

Auto-Owners Insurance ranks highest in the proprietary J.D. Power and Associates 2009 Auto Claims StudySM. Study based on 11,616 total responses, ranking 25 insurance providers. Excludes those with claims only for glass/windshield, theft/stolen, roadside assistance or bodily injury claims. Proprietary results based on experiences and perceptions of consumers surveyed June 2008 - June 2009. Your experiences may vary. Visit www.jdpower.com

August 2011 • The Minnesota News 23


CHOOSE

WISELY. Work with Allied Insurance and get the kind of support that makes a difference. For you and your customers.

It’s our unique approach that helps you deliver the best experience to your customers so you can write and keep more business. It’s just another way that Allied supports your independence, but makes sure you’re never alone. Learn More. alliedInsurance.com

AUTO • HOME • BUSINESS • POWERSPORTS

Products underwritten by AMCO Insurance Company, Allied Property & Casualty Insurance Company, Depositors Insurance Company, Nationwide Insurance Company of America, Nationwide Affinity Insurance Company of America, Nationwide Property and Casualty Insurance Company, Nationwide Mutual Fire Insurance Company and Nationwide Agribusiness Insurance Company. Home Office: 1100 Locust Street, Des Moines, Iowa 50391-2000. Customers will be placed with one of the above companies based on location and the product requested. Subject to underwriting guidelines, review and approval. Products and discounts not available to all persons in all states. Products are subject to deductibles, exclusions and conditions. Nationwide, the Nationwide framemark and On Your Side are service marks of Nationwide Mutual Insurance Company. © 2010 Nationwide Mutual Insurance Company. All rights reserved. AP01637a (0310) 00

www.alliedinsurance.com 24 The Minnesota News • August 2011


to our Trusted Choice Partners in Minnesota

Liberty Mutual Agency Markets

August 2011 • The Minnesota News 25


The key to growing your business is

ne policy. Shouldn’t you be selling it? The Encompass® Universal Security Policy can make life simpler for you and your customers. • ONE POLICY for home, car, power sports, umbrella liability and more makes it easier to provide your customers with complete protection. • ONE BILL just once a year means higher customer retention. And your customers will be happy to know they can earn discounts for combining their coverage. • ONE DEDUCTIBLE is all that’s owed in case of a loss to multiple lines. So for example, if a tornado damages your customer’s home and car, they won’t pay twice. Encompass is one company you can bank on. We offer independent agents competitive compensation, profit sharing and a nationwide network of sales and education teams.

To learn more, contact us at www.encompassinsurance.com/newagents.asp

Encompass Insurance Company, Northbrook, IL and its affiliates. Availability from a particular company varies by state. The smaller of the two deductibles is waived.

MIIAB Diamond

www.encompassinsurance.com/newagents.asp 26 The Minnesota News • August 2011

Partner


Minnesota Independent Insurance Agents & Brokers Association

Power in Partners Program

MN Independent Insurance Agents & Brokers Association

Platinum Partner Integrity Insurance — Investing in Success Integrity Insurance, along with our network of Independent Agents, consistently provides high-quality service to our customers. Our brand promise is focused on service, trust, relationships and a commitment that our decisions and interactions will provide the ultimate customer experience – the way it should be®. Delivering outstanding service – especially when it comes to processing claims – plays a key role in helping us succeed. We’re rated “A” (Excellent) by A.M. Best and in partnership with Ohio-based Grange Insurance, a $1 billion insurance provider. When you deal with Integrity, we’ll take care of your needs today and we’ll be here for you tomorrow. Commercial Lines — Best in Class We continue to write the best in class in almost any segment with underwriters ready to take your call. Our field underwriter program makes it even easier to do business with Integrity. We continue to offer unique products, such as our XPanded Premier® Policy (XPP) for Manufacturers and Wholesalers, in addition to our latest segments of Building Owners’ and Mercantile & Services. XPP offers customized, flexible coverages to ensure you’ll have the right coverage, at the right price. Integrity helps agents realize their potential and seeks to be a partner of choice. We work with our agents and their customers to develop specialized, niche products while also offering non-standard products like Auto Accel®, a commercial auto product for a broader selection of risk types and classes. We’ll bring value to your customers with expert loss control services offering ways to improve safety and training — like the OSHA 10- and 30-hour courses in General Industry and Construction. continued on page 29

August 2011 • The Minnesota News 27


We jump through hoops for you. Because you jump through hoops for them. For more about how Integrity can help you help your customers contact: Cathy Beaudin at 920-968-8326 or cbeaudin@imico.com integrityinsurance.com

IM-1010-Recrt Hoop 8_5x11 _250in bleed-a.indd 1

10/25/10 4:21 PM

www.integrityinsurance.com 28 The Minnesota News • August 2011


Personal Lines — Ease of Doing Business with a Personal Touch Agents trust us to provide straightforward answers and show genuine concern for their business. One way agents can quickly and easily receive answers is through an instant messaging tool we call IntegrityLive®. Another way we use technology is to provide online retention tools, making it easy to keep clients enrolled in Integrity’s products. Meeting the needs of a diverse client base is important. That’s why we offer PinPoint® products targeting a broad auto and home market, including renter and condo owners to help you increase sales. Try Integrity’s non-standard auto product called Passport® — it’s easy to quote and features low-cost coverage with low down payment options. We’re committed to empowering our associates to provide relationship-based personalized service to build strong relationships with our agency partners and develop new relationships in targeted regions. Life — Strengthen Relationships Retaining customers is especially important in today’s economy. That’s why cross-selling is so important. Grange Life makes it easy with people ready to help you cross-sell life insurance to your personal and commercial lines customers. Ask about Grange Life’s new express products and applications. Joseph F. DiMartino, President & CEO

August 2011 • The Minnesota News 29


Speak softly and carry

A BIG CLUB

AAA sells insurance products through Independent Agents. What makes us different from other insurance carriers? Simple. We’re a club, not just another company — creating marketing opportunities in select Midwestern markets that aren’t available through other companies. Here’s your opportunity to share in AAA’s brand strength — while enjoying a competitive commission structure, outstanding contingency program and innovative co-op advertising resources. Contact Vicki Hanson at 952-707-4952 or vicki.hanson@mn-ia.aaa.com

Insurance underwritten by Auto Club Insurance Association or MemberSelect Insurance Company.

www.aaa.com 30 The Minnesota News • August 2011


Any questions, please contact Jo Buckley at joanne.buckley@iiaba.net or 800.221.7917 x5412

August 2011 • The Minnesota News 31


WE PUT YOU FIRST. NOW LET US PUT YOU AHEAD.

Build your business with GMAC Insurance GMAC Insurance is committed to the success of our Minnesota Agents. We offer attractive compensation plus great benefits to help you build and retain your customer base, including: • Outstanding claims and customer service • The confidence and stability of a proven name • More than 50 years of experience in the Independent Agent market • Financially strong… A- AM Best rating with an appetite for growth

Plus, we go the extra mile to make doing business with us as easy as possible — both for you and your customers. Contact Frank for additional information about an agency appointment with GMAC Insurance.

Frank Whitcomb GMAC, Business Development Manager Frank.Whitcomb@GMACInsurance.com 1-612-210-0518 www.gmacinsurance.com

MIIAB Diamond

Partner

Eligibility, benefits, discounts and coverages may vary. Underwritten by these member companies of GMAC Insurance Personal Lines (Integon National Group), Winston-Salem, NC: Integon Indemnity Corp., Integon General Ins. Corp., New South Ins. Co., Integon Preferred Ins. Co., Integon National Ins. Co. and Integon Casualty Ins. Co. © 2011 GMAC Insurance. All Rights Reserved. GMAC Insurance is a registered service mark.

32 The Minnesota News • August 2011

www.gmacinsurance.com

1114-AGY-MS-526


THE TRUSTED CHOICE COMPANY STORE OPENS! MIIAB is pleased to announce our partnership with BiG (Business Impact Group). They are a leading brand management agency that knows our industry. They will help increase your customer retention, employee retention, and gain new business. BiG can effectively help you utilize your MRP dollars. • Get all your branded merchandise and printed material in one place. • Find all your favorite brand names: adidas, Nike, Callaway, and many more. • Never miss another customer’s birthday... see “Birthday-in-a-Box” • Your agency logo is available on all items... see “Agency Logo Specialty Orders” • Same day shipping and gift boxing on all in-stock merchandise! • The new link is located on our home page: www.tchoicestore.com

To inquire, please email tcsupport@impactgroup.us and a representative can assist you.

Keith B. Knapp

Agency Name

Director of Marketing P: 952.835.4180 x6243 D: 952.253.6243 T: 800.864.3846 F: 952.835.4774 E: kknapp@miia.org W: www.miia.org

123 Main Street Suite 1 City, ST 12345

P: 111.111.1111 x 1111 D: 222.222.2222 T: 800.111.2222 F: 333.333.3333 E: user@email.com W: www.website.com

MN Independent Insurance Agents & Brokers Association

7500 Flying Cloud Dr, Ste 900 Eden Prairie, MN 55344

Keith B. Knapp Agency Name P: 952.835.4180 x6243 P: D: 111.111.1111 952.253.6243 x 1111 D: 222.222.2222 T: 800.864.3846 T: 800.111.2222 F: 952.835.4774 F: 333.333.3333 E: kknapp@miia.org E: W: user@email.com www.miia.org W: www.website.com

Agency Name 123 Main St Suite 1 City, ST 12345

Keith B. Knapp

Director of Marketing

Director of Marketing Jon Smith Manager

P: 952.835.4180 x6243 D: 952.253.6243 T: 800.864.3846 F: 952.835.4774 E: kknapp@miia.org W: www.miia.org

MN Independent Insurance Agents & Brokers Association

7500 Flying Cloud Dr, Ste 900 Eden Prairie, MN 55344

MN Independent Insurance Agents & Brokers Association

7500 Flying Dr, Ste 900 123Cloud Main St EdenCity, Prairie, MN 55344 ST 12345

BIG ENOUGH TO DELIVER SMALL ENOUGH TO CARE

Ross Rosenthal Business Impact Group, LLC 2411 Galpin Ct, Suite 120, Chanhassen, MN 55317 (952) 278-7815 | www.impactgroup.us

www.tchoicestore.com

August 2011 • The Minnesota News 33


We’re celebrating our 100th year by planning for our next 100 years. Tanya Wentzel, Des Moines Branch Marketing Manager Troy Boysen, Minneapolis Branch Commercial Underwriter Connie Jarzynka, Omaha Branch Claims Adjuster Emails and teleconferencing may be time-savers, but there is no substitute for the one-to-one relationships with insurance professionals who know you and your community. Early on, EMC Insurance Companies realized the value of being close to agents and policyholders. That value continues to pay off in products and services tailored to individual market needs. Whatever the future holds, insurance will always be a relationship business and EMC will continue to keep those relationships as close to your office as possible.

MIIAB Diamond

Minneapolis Branch: 800.362.4670 | Home Office: Des Moines, IA

Partner

www.emcins.com

www.emcins.com © Copyright Employers Mutual Casualty Company 2011 All rights reserved

34 The Minnesota News • August 2011


Capitol Notes

MN Independent Insurance Agents & Brokers Association

The LegisLaTive and PoLiTicaL newsLeTTer of The Mn indePendenT insurance agenTs & Brokers assocaTion

2011 MIIAB Legislative Report It was a difficult legislative session for the insurance industry. Although last year’s election led to the Republican control of both legislative bodies and brought with it a more favorable legislative climate, the industry failed to pass any major initiatives this year. The Insurance Federation’s no-fault reform initiatives received positive committee action, but failed to gain final passage. A group of tort reform proposals sponsored by Minnesotans for Lawsuit Reform also passed several legislative committees but were not passed this year. The MIIAB was involved with the Agents Coalition for Health Care Reform in pushing legislation to create a Minnesota health insurance exchange. This proposal died when the Republican controlled legislature decided a vote for a state health insurance exchange could be viewed as support for federal health care reform legislation, i.e. ObamaCare. If the state does not develop a Minnesota based insurance exchange, under the Affordable Care Act the federal government will set up a health insurance exchange for us. While no major insurance legislation was adopted this session, all these proposals are technically alive and can be brought back up when the legislature reconvenes in January. The legislature did pass some insurance legislation that will take effect this August. Here is a brief summary of the bills that were passed by the state legislature and signed into law or vetoed by the governor.

Rental Reimbursement Notice A new law sought by a small local rental car company, Choice Auto Rental, was passed after the industry negotiated appropriate language similar to that required for auto glass repair in Minnesota. Representatives of the company told legislators that preferred vendors were damaging to smaller local rental car companies and the legislature agreed. The industry worked to have any required notice be identical to that required under law for auto glass repair and that the notice be provided at the time of claim and not the point of sale. The new law requires insurers to provide notice to a person making an auto insurance claim that they have the right to choose any auto rental company. If an insurer (or agent) recommends a rental car company to an insured, they must provide the following advisory, “Minnesota law gives you the right to choose any rental vehicle company, and prohibits me from requiring you to choose a particular vendor.” This provision takes effect August 1, 2011.

Roofer Rebate Law Expanded This new law amends last year’s “Roofer Rebate Law” by adding siding contractors to the list of residential contractors subject to the law. The Roofer Rebate Law prohibited contractors from offering to pay a homeowner’s insurance deductible. It also allowed homeowners to continued on page 37

August 2011 • The Minnesota News 35


Trust the

experts.

SFM–The Work Comp Experts Claims, legal and medical expertise. Optimal results in preventing injuries and controlling costs. Highest levels of customer satisfaction and retention. A leading regional insurer, specializing in workers’ compensation.

Let SFM quote your workers’ compensation business. Call (800) 937-1181 or visit www.sfmic.com

www.sfmic.com 36 The Minnesota News • August 2011


continued from page 35

rescind a work contract with a roofer when the claim was denied subsequently denied by their insurer. The Department of Labor and Industry pointed out that siding contractors were not included in the definition of residential home contractors in last year’s law. The legislature responded by adding them to the list and giving the Department of Labor and Industry the ability to enforce the law for all the contractors it licenses. The new law also addresses another situation raised by the Insurance Federation of Minnesota where contractors were getting around the deductible provision by offering “signage allowances” for homeowners who placed the contractor’s sign in their yard with the allowance being surprisingly the same as the homeowner’s deductible. The new law prohibits that practice. This change to the construction rebate law takes effect August 1, 2011.

Ruble-CIC Seminars Not Company Sponsored MIIAB successfully gained legislation to change the state producer licensing laws to allow for approved courses leading to a professional designation, i.e. CIC, CPCU, CLU, LUTCF, ARM, etc, to limit course attendance. Courses may be limited to those producers who have met prerequisites such as candidacy for the designation or sequential coursework for designation maintenance. Such coursework leading to achievement or maintenance of a professional designation shall not be considered company sponsored (unless directly offered by an insurance company). In effect, this law change will allow CIC – Ruble courses to be once again offered as non-company courses. Previously a department of commerce interpretation of producer licensing law opined that courses that restricted access and are not open to all producers must be considered company sponsored. The change in state law will be effective August 1, 2011.

Notice and Disclosure Modernization This new law was an initiative of the Insurance Federation of Minnesota and supported by the MIIAB to modernize certain written notice, disclosure and signature requirements in state law. The law attempts to modernize regulations to fit with the rapidly growing acceptance of electronic insurance transactions. The law allows for signatures collected under the Minnesota Fair Insurance Information Practices Act and the Insurance Industry Trade Practices Laws to be collected electronically. The law also allows for verbal authorization in lieu of a signed authorization so long as a record of the electronic authorization is retained by the producer. This law takes effect on August 1, 2011.

Mandatory Fire Sprinklers - Vetoed The state legislature also enacted legislation brought forth by the Builders’ Association of Minnesota that would have prohibited any local building codes from requiring the installation of fire sprinklers in any new or remodeled single family home. The bill was later amended by the legislature to require builders to make an offer of fire sprinkler installation to the homeowner. The offer must be in writing and signed by both parties. However, Governor Dayton vetoed this proposal declaring it wrongly circumvents the current rulemaking process and the bill did nothing to address the concerns of the fire safety community.

Dominic Sposeto MIIAB Lobbyist

August 2011 • The Minnesota News 37


A Strong Foundation.]

In the business world, there is nothing that compares to a strong foundation. You can count on the foundation that Zurich Small Business has built to provide the coverages, options and programs that help keep small businesses in business.

Web Site Contact Info

www.zisinternet.com 1-800-800-3907

www.zisinternet.com 38 The Minnesota News • August 2011


News

Young Insurance Professionals

There have been some exciting things happening for the Young Insurance Professionals of Minnesota and we have some more great things on the horizon. The state of Minnesota was well represented at the 2011 Midwest Young Agents Conference at the Kalahari Resort in the Wisconsin Dells July 14th16th. Minnesota had some regular attendees back again and some first time attendees who liked the conference so much, they are already planning on attending again next year. This event always has the right balance of education, networking and fun and is well run from start to finish. This year we collected 11 Continuing Education credits and got to hit spots like Kahunaville in the Kalahari Resort and Witch’s Gulch on our Wisconsin Dells Boat Tour. If you are interested in attending next year, get your room reserved early as this event always is well attended by regional insurance professionals and don’t forget that there are scholarship opportunities available to help defer the cost of attending. Big “I” Fall Leadership Conference September 13-17 Looking forward, the state of Minnesota is fortunate to have the National Big “I” Fall Leadership conference and the Young Agents Leadership Institute come to Minnesota this September. If there is an event to go to as a Young Insurance Professional it is the Young Agents Leadership Institute September 15-16th. It is going to be held at the Hyatt Regency in downtown Minneapolis and is promising to be a another great opportunity for Young Insurance Professionals in Minnesota to get some education, network and have some fun at the same time. It would be great if we could have as many Young Insurance Professionals as possible representing Minnesota at the Young Agents Institute!

Register Now! Click Here: http://tinyurl.com/3z6h5v9 Interested in participating in this committee? We would like to invite you to attend our meeting; our meetings are scheduled on the second Tuesday of each month (except for July and December) at 9:00 am at MIIAB, 7500 Flying Cloud Dr., Suite 900, Eden Prairie, MN. Bill Butler Committee Chair Young Insurance Professionals 952-953-3838 x6 bill@insurewithbutler.com

Find us on Facebook

http://www.facebook.com/pages/Minnesota-Young-Insurance-Professionals/144426285598980?v=info

August 2011 • The Minnesota News 39


© 2011 SECURA Insurance

Success is finding an advantage. Outlasting the competition requires outsmarting them. Agents know this. That’s why so many choose SECURA to help their business grow. 1-800-558-3405. Write your own success story.

40 The Minnesota News • August 2011

www.secura.net

Commercial Personal

Farm

Specialty


ACT UPDATE:

E&O Considerations for the Automated Agents By Keidel, Weldon & Cunningham, LLP Technology is providing agents and brokers (“agents”) today with several tools to increase sales and profitability, as well as to provide better customer service. Automation is also helping many agencies manage their E&O risks more effectively, because of its capabilities to retain accurate data, foster consistent processes, document transactions and conversations and generate reports to monitor adherence to agency procedures. However, if the agency does not implement its technology in a disciplined way, this same technology can be used against the agency in connection with an E&O claim or lawsuit. ACT requested the law firm, Keidel, Weldon & Cunningham, to provide this overview of E&O considerations agents should keep in mind when using technology, given the firm’s expertise in defending agents in E&O lawsuits. Electronic Delivery of Insurance Policies It is crucial in defending many E&O claims and lawsuits that the agency be able to demonstrate that it delivered the insurance policy to the customer. Without this evidence, we are unable to raise one of our most valuable defenses – the “Duty to Read” defense. However, many agencies are now delivering insurance policies and other insurance documents to customers in electronic form rather than in paper form. Providing insurance documents to customers in this way can help save both time and money and also allows the agency to provide a higher level of customer service. Any agency that is contemplating the delivery of electronic copies of insurance documents to customers should follow a few simple steps in order to better serve the customer and help protect against an E&O claim or lawsuit. First, the agency should make certain that the customer consents to electronic delivery and understands that going forward, until such time as he or she indicates otherwise, continued on page 42

41


continued from page 41

he or she will only receive electronic copies of insurance documents and will not receive paper copies. The best practice for the agency to follow is to have the customer sign a letter acknowledging his or her acceptance of this practice. If policies are being emailed to customers, the agency should not rely upon automatic receipts, since sometimes they can be falsely generated by the recipient’s antivirus software. Instead, the agency should request that a customer who is sent a policy by email affirmatively respond that he or she has, in fact, received the email and attachment. If the customer does not affirmatively respond, the agency should be sure to call the customer to confirm receipt, and then be sure to make a note of that conversation in the agency management system. If a customer is being provided with an electronic copy of his or her insurance policy that is contained on a CD, the agency should be sure to send or hand deliver that CD along with a letter stating that the electronic document is the policy and that the customer should be sure to review the policy carefully and advise the agency of any questions he or she may have or changes that need to be made. In addition to email or delivering a copy of the insurance policy on a CD, there is also an electronic system whereby an agency sends an email to the insured with a link to a stand-alone secure server where the client can obtain a copy of his or her policy. If the insured retrieves an electronic copy of his or her policy, the agency management system is documented to show that it was retrieved, by whom it was retrieved and when it was retrieved. However, if the insured does not retrieve the electronic copy of his or her policy, an email is sent to the agent to advise that the policy has not been retrieved. The agency can then either send the customer another email reminding him or her to access the policy through the secure portal or print the policy out and send it the old fashion way via the mail. Notes of Discussions with Insureds and Insurers The rule within every agency should be that all employees must consistently make notes within the agency management system of any discussions with insureds, insurers or anyone else that concern in any way issues related to coverage or claims. The agency management system notes the date and time for any such notes which are entered. These notes can be very powerful proof if needed to defend the agency against an E&O claim or lawsuit. There are five important aspects to documenting any communications, and they are as follows: 1. Note the date, time and duration of the conversation; 2. Note the name and title of the individual that your agency is communicating with; 3. Note how the conference took place, such as office conference, telephone conference and/or cell phone conference; 4. Note the salient points of the conversation; and, 5. If possible, follow-up with the insured in writing to confirm the conversation. While this seems extremely basic, you would be amazed at how many times we open an agency’s file and the notes are missing such details as whom they spoke with, or where the conversation took place, or even the issues that were 42


discussed. Without some, or all, of this basic information, it may be more difficult or even impossible to defend an agent in an E & O claim properly. Activities Noted in the Agency Management System Activities that are created within the agency management system are a great way for employees to diary matters for follow-up. No matter what agency management system you are utilizing, the first and most important thing to confirm is that any activity performed is reflected by an activity within your system. For example, if your agency creates a certificate of insurance for a customer, your agency management system should create an activity in the activity log that corresponds to the creation of the certificate of insurance. This would likewise apply to any other type of task, such as the completion of applications, change endorsements, performing a function on the carrier website, etc. The second most important thing to keep in mind is that the activities that are created should always be closed when the activity has been completed. A very powerful piece of evidence in defending E&O claims and lawsuits is to demonstrate that an activity was opened, handled and then closed when completed. Conversely, it can be very damaging for an agency to have activities within its agency management system that have never been followed up on; or if they have been followed up on, they have not been closed. Accordingly, every agency should make certain that all employees are creating, following up and then closing all activities within the agency management system. Voice Mail Messages and Disclaimers Voice mail messages are regularly left by customers on the voice mail system of agencies, asking questions on coverage, reporting claims, and requesting changes in coverage. For this reason, it is recommended that a voice mail disclaimer be used on both the message for every employee and also on the main message for the agency. This disclaimer should state that coverage cannot be bound or modified, nor can a claim be reported, by use of the voice mail system. In addition, it is a good practice for an agency to consider adopting a procedure whereby voice mail messages are retained either in the original recorded form or in written form. Some agency management systems are compatible with phone systems to allow a copy of voice mail messages to be attached to an insured’s electronic file. There are also programs that exist where you can have a written version of your voice mail messages sent to you by email and then retain that written version of the message. Disclaimers for E-mail, Websites and Social Media Sites In addition to a disclaimer on voice mail, it is also important for every agency to have similar disclaimers on their email transmissions, websites and social media sites. Some agencies advise us that they like to use email for their customers to report claims. For those agencies, the disclaimer might state as follows: “Please note that an email will not be effective to report a claim or request a coverage change until such time as you receive a confirmation from us that the claim submitted or change requested has been processed.�

continued on page 44

43


continued from page 43

Additionally, some agencies have interactive websites that allow customers to report claims or request policy changes. A similar type of disclaimer should be used for those interactive web sites as well. Where an agency or brokerage is utilizing a social media site like Facebook or Twitter, the agency should use a disclaimer similar to that mentioned above with the addition of advising that these vehicles should not be used to communicate client specific information to the agency, any content the customer provides becomes the property of the agency and the agency is at liberty to add, modify or delete any content that is not acceptable. Certificates of Insurance Certificates of insurance are still one of the largest sources of E&O claims and lawsuits. As such, it is important for every agency to have good documentation concerning how certificates were issued in the event an issue arises related to a certificate. The agency should be sure to retain, either in paper form or electronically, a copy of every certificate of insurance issued. While agency management systems will automatically save a copy of the certificates on the system, one problem we have encountered is that many of those systems will only print out the current date (not the date that the actual certificate was issued). Because of the importance of having an exact copy of the actual certificate that is issued (including the exact date it was issued), agents should make certain that if they are saving the copies of certificates electronically, and not in a paper form, that their agency management system will either: (a) print out the date that the certificate was actually issued if the certificate is printed at a later date; or (b) scan a copy of the certificate that is actually issued by the system and maintain an electronic copy of it within the respective insured’s file. ACORD Forms It is equally important that every agency use the most current and up-to-date ACORD forms in connection with its daily operations. Doing so will help protect the agency from potential E&O claims and lawsuits and will often also help better serve your customers. For example, the ACORD 80 Homeowners Application was revised in October 2009, but some agencies appear to still be using the earlier versions of the application. The new ACORD Homeowners Application now contains five pages and it is akin to a checklist of coverages and exposures which is one of the best means to dispute a claim by a customer that coverages were never reviewed. Reviewing the completed application with customers will help protect the agency from claims that the agency did not review a particular type of coverage with the customer or ask about a certain exposure that may exist. Another form that is often not used by agencies in its most current version is the ACORD 25 Certificate of Insurance. The most recent version of the ACORD 25 is the May 2010 edition. As mentioned above, because certificates of insurance are involved in a great many E&O claims and lawsuits, it is of the utmost importance that agencies use the most recent version of the ACORD 25 Certificate of Insurance.

44


Downloads and Uploads Another area we would like to address is the agency’s uploading and downloading documents and information from the insurers with whom they do business. While we understand that uploading and downloading has become a major tool to increase agency efficiency, there are several points to keep in mind: 1. Confirm that your agency management system is not allowing your agency’s downloads to change the applications from insureds unless it creates a new version. 2. Downloads can greatly enhance the accuracy of the agency’s data which is essential when counseling insureds, but it is important to audit these downloads regularly to make sure they are accurate and that the agency’s database contains good data overall. Critical to all of these recommendations is that the agency incorporate them into its written procedures, train its employees on them and require that they be followed, as well as audit the agency’s systems regularly to make sure the procedures are being followed. This overview is not meant to be an exhaustive list of potential E&O issues that you may face when you examine the electronic side of your business. Agencies should always keep in mind all of the other E&O risk management principles that they have learned and how the technology they are using might impact them.

Editor’s Note: Additional ACT articles on agency E&O and risk management issues are available on the ACT website, such as “Don’t Get Caught in the Web” (agency website exposures); “Agency E&O Considerations When Using Social Media”; “Creating a Social Web Policy for Your Independent Agency” (comprehensive checklist); and “ACT Prototype Agency Information Security Plan” (tool to build your agency’s written information security plan). All of these tools are available at the “Websites & Social Media” Quick Link in the gray shaded portion on the left of the ACT home page (www.iiaba.net/act), except the prototype agency information security plan is at the “Security & Privacy” Quick Link. This article was prepared for ACT by Jim Keidel, Chris Weldon and Darren Renner of Keidel, Weldon & Cunningham, LLP, a law firm located in New York, Connecticut, New Jersey and Rhode Island, concentrating its practice in the defense of insurance agent and broker E&O claims and litigation, loss control and education, as well as insurance coverage analysis and litigation and insurance regulatory matters for insurance agents and brokers. Jim or Chris can be reached at 914-948-7000 or by email at jkeidel@kwcllp.com and cweldon@kwcllp.com This article reflects the views of the authors and should not be construed as an official statement by ACT.

45


When one is helping another, both are strong.

Workers’ Compensation Specialists, LLC Protecting Your Customers

For more information contact: Terri Norum Insurance Coordinator tnorum@miia.org P: 952.253.6237 F: 952.253.6242

MIIAB, 7500 Flying Cloud Drive, Suite 900 Eden Prairie, MN 55344 46 The Minnesota News • August 2011

tnorum@miia.org


Agent’s questions about Errors and Omissions, and how E&O losses can be prevented. By Mary LaPorte, CPCU, CIC, LIC, CPIA

Q:

Our agency is in the process of redesigning our website. Up until now, our web site had been nothing more than a fancy business card. We are considering including articles of interest to our customers, links to resources and in-depth information about the products and coverages we offer. We are even discussing the possibility of hosting a “blog” in our site. One of our owners is concerned that some of this might make us more susceptible to an E&O claim. Do you agree, or do you have any advice to help us minimize our exposure from the web site? David, Texas

A:

David, there is no question that your website could present some E&O expsoure. Let me address a few areas of concern. You mention that you would like to include articles of interest to your customers, or in-depth information about your products and coverages. If you are using articles written by others, be sure to obtain written permission to reproduce the articles. If articles are written by someone in your agency, then you may want to avoid in-depth explanations of policies or coverages. As you know, there are differences between coverage forms and not all policies are created equal. If you made an incorrect statement regarding the coverage in a policy, this could be considered a form of misrepresentation. Any time you furnish information about policies or coverages, be sure to include disclaimer language which states that your article is for general information purposes only, and refer the reader to the actual policy for questions related to coverage. You should also establish a requirement that no information gets posted to the website until it has been reviewed by at least two individuals. Check for correct spelling, grammar and content. Errors or incorrect statements can undermine the credibility and professionalism of your site. In regards to any links that you include in your website, be sure to obtain permission to link to those sites. There are a great number of resources available to agents for use with their websites, such as a glossary of terms or informational videos. In many cases, these resources are available without cost, as long as you comply with the required licensing agreement. Blogs create a much greater challenge. Any postings to a blog should follow the general rules stated above. In addition, make sure that they are reviewed by at least two parties before posting. Avoid statements related to any particular individual or carrier, as well as statements which can lead to Personal Injury claims for libel, or claims for violation of privacy laws. You did not mention that you intend to provide any interactive resources, such as on-line quoting, or customer service functions for making policy changes, obtaining Auto IDs or Certificates of Insurance. This creates a whole new set of exposures which each need to be addressed and E&O safeguards put into place. This can be accomplished by working with a reputable vendor and by establishing internal quality control procedures. One more area that you should address is Cyber Liability. Explore the areas associated with Cyber Liability exposure and consider purchasing Cyber Liability coverage as an option for handling this risk. Mary LaPorte is a consultant and educator with a strong background in Errors & Omissions loss prevention. Forward your E&O questions to marylp@lpinsuranceconsult.com 2011 LaPorte Consulting, LLC. All Rights Reserved

August 2011 • The Minnesota News 47


In The News... Western National Named a Top 50 Company Western National Insurance Group (WNIG) of Edina, Minn., today announced that it has been named to the 2011 Ward’s 50 Benchmark Group of top performing property/casualty companies in the United States. Being named to this group recognizes Western National for achieving outstanding financial results in the areas of safety, consistency, and performance over a five-year period (2006 – 2010). This is the sixth time in the past seven years that Western National has been named to this list of top performers. “We are pleased to be recognized once again by the Ward Group® as an industry leader in financial strength and performance,” said Stuart Henderson, president and chief executive officer. “This recognition is the result of solid business planning and of the continued hard work of our employees, independent agents, and other business partners. We look forward to building on this financial strength for the continued protection of our policyholders in 2011 and beyond.”

BIG “I” APPLAUDS HOUSE PASSAGE OF FLOOD INSURANCE REFORM BILL The Independent Insurance Agents & Brokers of America (IIABA or the Big “I”) today praised the U.S. House of Representatives for passing H.R. 1309, the “Flood Insurance Reform Act of 2011.” The legislation would extend the National Flood Insurance Program (NFIP) for five years and make needed reforms to the program. The bill now goes to the Senate. “The Big ‘I’ commends the House for today’s passage of H.R. 1309,” says Robert Rusbuldt, Big “I” president & CEO. “A five year extension is of the utmost importance, as are reforms to put the program on sound financial footing. The Big ‘I’ strongly supports efforts to extend and improve the NFIP and we urge the Senate to take up

48 The Minnesota News • August 2011 48 The Minnesota News • August 2011

extension legislation as soon as possible to avoid the program’s looming expiration at the end of September.” H.R. 1309 was introduced by House Financial Services Subcommittee Chairman Judy Biggert (R-Ill.) and cosponsored by Ranking Member Maxine Waters (D-Calif.). In addition to passage of H.R. 1309, the House also today overwhelmingly rejected an amendment offered by Rep. Jeff Flake (R-Ariz.) that would have stripped the provisions allowing FEMA to offer optional and actuarially priced business interruption and additional living expenses coverages. The underlying provision would only allow the offering of these coverages if stringent conditions were met, and the CBO recently scored the coverages as having no effect on federal revenue. The Flake amendment was rejected by a vote of 118-305. “The Big ‘I’ especially thanks the House for overwhelmingly rejecting the Flake amendment to strip the optional business interruption and additional living expenses coverages,” said Charles Symington, Big “I” senior vice president of government affairs. “These coverages are critically important to consumers and small businesses and the Big “I” strongly supports their inclusion in the Flood Insurance Reform Act.” In addition to a five year extension and the business interruption and additional living expenses coverages, the legislation would make important reforms to modernize the NFIP. These include phasing out subsidies for many properties, raising the cap on annual premium increases from 10% to 20%, helping to transition properties newly mapped into flood zones, and indexing maximum coverage limits to inflation.

Star Tribune names Western National a 2011 Top Workplace Western National Insurance Group (WNIG) of Edina, Minn., today announced that it has been named one of the Top 100 Workplaces in


Minnesota based on an employee survey project conducted by the Star Tribune.

independent company specializing in employee engagement and retention.

The Star Tribune Top Workplaces special section was published in the Star Tribune on Sunday, June 19. The report can also be found at StarTribune. com/topworkplaces2011.

“The companies in the Star Tribune Top 100 Workplaces deserve high praise for creating the very best work environments in the state of Minnesota,” said Star Tribune Publisher Michael J. Klingensmith. “My congratulations to each of these exceptional companies.”

“It’s an honor to be named to this list based on the independent feedback of our employees,” said Stuart Henderson, President and CEO of Western National Insurance Group. “Providing a constructive work environment for our employees helps us be the best company we can be for our policyholders, and this recognition affirms our efforts.” Being named a Top 100 Workplace is an honor based on employee opinions regarding company leadership, workplace environment, benefits, pay, career opportunities, communication, and managerial skills. Over 1,200 companies in Minnesota, including public, private, and nonprofit organizations, were invited to participate in this process. All of the employee survey information was collected by WorkDynamics, which is an

Integrity Insurance Adds New Associate Joe Kluck has joined Integrity Insurance as an auto materials damage claims representative. Kluck comes to Integrity from Sentry Insurance in Stevens Point where he worked in claims for six years commercial trucking and John Deere property claims. At Integrity, Kluck is responsible for handling claims for both personal and commercial auto policyholders

Employment Opportunities Eastern Suburban Agency; Garry Insurancenter looking to add experienced, licensed Commercial Account Manager. Computer systems and policy management skills required. Must have excellent people skills for direct contact with clients. Contact Dave Szczepanski 651.777.8361 or daves@garryinsurance.com

Winona Agency is seeking a Commercial Lines Marketer/Placer. This individual locates insurance markets for current & prospective clients. A qualified candidate would have commercial lines property & casualty experience, excellent communication skills, be detail oriented and computer literate. If you are interested in more information, please contact Barb Laufenberg at 507.453.6329 or blaufenberg@winonaagency.com August 2011 • The Minnesota News 49 August 2011 • The Minnesota News 49


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August 2011 • The Minnesota News 51


When it comes to protecting your reputation, you may find us surprisingly fierce. With over 30 years of serving the U.S. insurance agents market, we’re the most experienced provider of professional liability coverage. Yet it’s not just our longevity in the market that may surprise you; it’s our commitment. As more than 20,000 insurance agencies across North America have discovered, we’re fiercely committed to protecting what matters most – your business, your financial assets and your reputation. At Swiss Re, we always work with the same raw material: risk. And what we work to create for our clients is always the same product: opportunity. See for yourself at www.swissre.com/insurance

© 2009 Swiss Re For more information on our Insurance Agency professional liability program, please contact your state association. Shelley Waldhauser, Minnesota Independent Insurance Agents & Brokers Association 7500 Flying Cloud Drive, #900, Eden Prairie, MN 55344 P) 800-864-3846/X-6086, F) 952-835-4774, D) 952-253-6086, C) 612-812-6437 swaldhauser@miia.org Insurance products underwritten by Westport Insurance Corporation, Overland Park, Kansas, a member of the Swiss Re group. Westport is licensed in all 50 states and the District of Columbia.

The_Minnesota_News_PrimIns_Lion_Cat_EN_USA_PL_A_151009.indd 1

52 The Minnesota News • August 2011

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DON’T GET BITTEN BY AN E&O CLAIM YOU COULD HAVE AVOIDED. Swiss Re policyholders written through the Big “I” Professional Liability Program have access to an exclusive risk management web site. Log on today to fish for E&O claims frequency data, real-life case studies and analysis, sample client letters, sample agency procedures, agency E&O self assessments, podcasts on important E&O topics, and much more.

www.independentagent.com/EOHappens

y t i s r e v i n U l a u t r i V Online Courses: The VU offers a wide variety of online classes to enhance and expand insurance technical and business skills. When taking an online class through the VU, MN Independent Insurance you can be confident you or your staff is learning the highest quality education available Agents & Brokers Association online. You do NOT have to be a member or subscriber to take an online course since a separate fee is charged. Research Library: For those who seek a smarter way to research, the VU provides access to hundreds of insurance, business and technology articles written by volunteer faculty and other contributors. Technical insurance articles often include links to full sample ISO forms. You’ll also find white papers and articles on many issues affecting today’s insurance marketplace. Expert Advice: Sometimes you need answers to questions that can’t be found in the research library. To help with these “just in time” issues, we have assembled a faculty of leading experts from around the country. Big “I” Members can submit questions to our “Ask an Expert” service and a response is usually sent within 3-5 business days, but often sooner. All of this can be accessed on the web at www.independentagent.com/vu

August 2011 • The Minnesota News 53


Please Check your requested Location and Session Choice

Fall Town

Meeting

September 7, 2011 - Eden Prairie Prairie Conference Center 7500 Flying Cloud Dr. STE 125 Eden Prairie, MN 55344 952.835.4180

MN INDEPENDENT INSURANCE AGENTS & BROKERS

September 20, 2011 - St. Paul Session I - 8:00 am – 10:00 am: Workers Compensation – 2 CE’s applied for. Glenn Colby, CPCU will begin the discussion with a brief look at who the Minnesota Workers’ Compensation Insurers Association, Inc. (MWCIA) is and what services they provide. He will then delve into the ABC’s of Workers’ Compensation policy and will wrap up with a discussion of key Minnesota Statues. Session II – 10:00 am – 12:00 pm: Agency Perpetuation-Managing and Sustaining Financial Strength – 2 CE’s applied for. The team at Advanced Insurance Solutions Group, LLC (AiSG) has spent years helping transfer businesses. Most people tend to react to the term “estate planning” or “ perpetuation planning” in two ways: they become uncomfortable or they show no interest. Either is a huge mistake. If you care about your family, business and everything that you’ve been working to acquire and build, then you need to talk about planning. We invite you to join us for a couple of hours and let us show you a few techniques to plan for the transfer of your business, either internal or external. Plan for and help manage the tax liability. We will show you innovative ways to fund the transaction, create a fully funded deferred compensation program and provide a secure form of substantial long term payout for selling owners.

Best Western Kelly Inn 161 St. Anthony Ave. St. Paul, MN 55103 651.227.8711

September 22, 2011 - Rochester Hilton Garden Inn 225 S Broadway Rochester, MN 55904 507.285.1234

October 12, 2011 - St. Cloud Best Western Kelly Inn 100 4th Ave S St. Cloud, MN 56301 320.253.0606

October 26, 2011 - Duluth Canal Park Lodge 250 Canal Park Dr Duluth, MN 55802 218.279.6000

Box Lunch will be provided – 12:00 pm – 1:00 pm – During Lunch there will be an Association/Legislative Update Session III - 1:00 pm – 4:00 pm: Ethics - It’s the Law II The agents Guide to Minnesota Laws Governing Standards for Fair Settlement of Claims – 3 Ethics CE’s approved - Gloria Thompson, CIC. We work in a highly regulated industry and most of the laws and rules that govern it are for the benefit of the consumer. Customers buy insurance contracts often because they are mandated to do so either by law or because of a contractual arrangement they have entered into. The customer’s financial, physical and emotional state after a loss may cause them to be more vulnerable to nearly anyone seeking advantage. Minnesota statute lays the ground work for the fair settlement of claims. Agents that assist customers in filing claims or resolving conflicts will do a better job if they know the laws and rules for fair settlement of claims.

Check here if you plan on attending Lunch Method of Payment Check Enclosed (Payable to MIIAB) or Charge to: VISA Mastercard CANCELLATION POLICY: Registration fee is fully refundable if cancellation is received seven days prior to class. A $30.00 fee will be charged for cancellations less than seven days before the scheduled class. NO SHOWS will NOT receive a refund. In accordance with Title III of the American with Disabilities Act, we invite all registrants to advise us of any disability and any request for accommodation to that disabily. Please submit your request as far as possible in advance of the program you wish to attend

October 27, 2011 - Alexandria Arrowwood Resort 2100 Arrowwood Lane NW Alexandria, MN 56308 320.762.1124

Cost

MIIAB Trusted Choice Members

NonMembers

Full Day 7 Hours

$99.00

$180.00

Session I 2 Hours*

$45.00

$65.00

Session II 2 Hours*

$45.00

$65.00

Session III $75.00 $95.00 3 Hours * CE Hours are pending Dept of Commerce approval

_______________________________________________________________________________________________________________________ Card Number Expiration Date Signature _______________________________________________________________________________________________________________________ Name on Card Security Code (3 digits) Billing Address _______________________________________________________________________________________________________________________ Name MN Insurance License # Email _______________________________________________________________________________________________________________________ Agency/Company Phone _______________________________________________________________________________________________________________________ Address City State Zip Return to: MIIAB, 7500 Flying Cloud Dr, Suite 900, Eden Prairie, MN 55344 P: 952.835.4180 F: 952.835.4774 E: tnorum@miia.org www.miia.org

54 The Minnesota News • August 2011


2011 MIIAB CIC Program Schedule MN Independent Insurance Agents & Brokers Association

It’s easy to register - by fax, phone, mail or on-line! All courses begin Wednesday’s at 8:00 a.m., Thursday’s from 8:00 a.m. until 5:00 p.m., and Friday’s from 8:00 a.m. to 12:00 p.m. Optional Exam: Saturday 8:30 a.m. to 10:30 a.m.

Please select Seminar date 1/12 - 1/15/11 Eden Prairie Commercial Property 2/9 - 2/11/11 Plymouth *Ruble Graduate Seminar 3/9- 3/12/11 Eden Prairie Personal Lines 4/6 - 4/9/11 Eden Prairie Life & Health 5/4 - 5/7/11 Eden Prairie Commercial Casualty 6/15 - 6/18/11 Walker Personal Lines 7/20 - 7/23/11 Eden Prairie Agency Management 8/24 - 8/27/11 Eden Prairie Commercial Casualty 9/28 - 9/30/11 Plymouth *Ruble Graduate Seminar 10/19 - 10/22/11 Eden Prairie Life & Health 11/9 - 11/12/11 Eden Prairie Commercial Property * Must be a dues paid member of CIC or CRM to attend a Ruble Graduate Seminar Dates and locations are subject to change. Before making any travel arrangements, call to verify the dates, location, start time and availablility when registering for a program.

Important Information All participants must present photo identification to the on-site registrar at the institute. Cancellations received within 7 calendar days of a program will incur a $75 non-refundable fee. If you do not cancel and do not attend the program, you will incur a $125 fee. The balance of the registration fee may be refunded or transferred to another course. You may substitute an eligible person for the same event anytime at no charge with notification prior to the course. These courses have been submitted for approval to the MN Commissioner of Commerce for 20 hours of Insurance continuing education.

Cost

Method of Payment Check Enclosed (Payable to MIIAB) or Charge to:

VISA

Mastercard

In accordance with Title III of the American with Disabilities Act, we invite all registrants to advise us of any disability and any request for accommodation to that disabily. Please submit your request as far as possible in advance of the program you wish to attend

$421.00 $420.00

Seminar CIC Institutes Ruble Graduate Seminar

_______________________________________________________________________________________________________________________ Card Number Expiration Date Signature _______________________________________________________________________________________________________________________ Name on Card Security Code (3 digits) Billing Address _______________________________________________________________________________________________________________________ Name MN Insurance License # DOB Designations _______________________________________________________________________________________________________________________ Agency/Company Phone Email _______________________________________________________________________________________________________________________ Address City State Zip Return to: MIIAB, 7500 Flying Cloud Dr, Suite 900, Eden Prairie, MN 55344 P: 952.835.4180 F: 952.835.4774 E: tnorum@miia.org www.miia.org

August 2011 • The Minnesota News 55


2011 MIIAB CISR Program Schedule MN Independent Insurance Agents & Brokers Association

It’s easy to register - by fax, phone, mail or on-line!

Please select Seminar date - These courses have been approved by the MN Commissioner of Commerce for 8 hours of Insurance continuing education (**Dynamics of Service has been approved for 7 hours of Insurance continuing education)

1/5/11 - Rochester Agency Operations 1/26/11 - Eden Prairie Personal Auto 2/2/11 - St. Cloud Commercial Property 2/8/11 - Eden Prairie *WTH Personal Lines 2/16/11 - Eden Prairie Commercial Casualty 3/1/11 - Shoreview Agency Operations 3/22/11 - Eden Prairie Personal Residential 4/5/11 - St. Cloud Personal Residential 4/7/11 - Duluth Agency Operations 4/26/11 - Eden Prairie Commercial Property 5/3/11 - Bemidji Commercial Casualty 5/5/11 - Rochester *WTH Personal Lines 5/17/11 - Mankato Agency Operations 5/25/11 - Eden Prairie *Dynamics of Service 6/2/11 - Shoreview Personal Residential 6/7/11 - Duluth Personal Auto 6/8/11 - Fergus Falls Commercial Property 6/9/11 - Grand Rapids Commercial Casualty

6/22/11 - St. Cloud Commercial Casualty 7/13/11 - Worthington Commercial Casualty 7/14/11 - Brainerd Commercial Property 7/19/11 - Shoreview *Dynamics of Service 7/27/11 - Rochester Commercial Casualty 8/3/11 - Eden Prairie Agency Operations 8/11/11 - St. Cloud *Dynamics of Service 8/16/11 - Thief River Falls Personal Auto 9/8/11 - Alexandria Personal Residential 9/8/11 - Duluth *Dynamics of Service 9/21/11 - Eden Prairie Personal Auto 10/6/11 - Rochester Personal Auto 10/11/11 - St. Cloud *WTH Commercial Lines 10/13/11 - Mankato Personal Residential 10/25/11 - Eden Prairie *WTH Commercial Lines 11/2/11 - Shoreview Commercial Casualty 11/15/11 - St. Cloud Agency Operations 12/8/11 - Eden Prairie Commercial Property

Method of Payment Check Enclosed (Payable to MIIAB) or Charge to:

VISA

Mastercard

CANCELLATION POLICY: Registration fee is fully refundable if cancellation is received seven days prior to class. A $30.00 fee will be charged for cancellations less than seven days before the scheduled class. NO SHOWS will NOT receive a refund. In accordance with Title III of the American with Disabilities Act, we invite all registrants to advise us of any disability and any request for accommodation to that disabily. Please submit your request as far as possible in advance of the program you wish to attend

* NEW!!! William T. Hold Seminar and Dynamics of Service Open to All!

You are no longer required to have your designation or to be a dues paying member of the National Alliance to attend the William T. Hold or Dynamics of Service Seminars. You can also use these courses to update your CISR designation.

BONUS!!! William T. Hold Seminar Meets Ethics Requirements

Cost

Seminar

$148.00

CISR Seminar

$158.00

William T. Hold Seminar (WTH)

$158.00

Dynamics of Service

_______________________________________________________________________________________________________________________ Card Number Expiration Date Signature _______________________________________________________________________________________________________________________ Name on Card Security Code (3 digits) Billing Address _______________________________________________________________________________________________________________________ Name MN Insurance License # DOB Designations _______________________________________________________________________________________________________________________ Agency/Company Phone Email _______________________________________________________________________________________________________________________ Address City State Zip Return to: MIIAB, 7500 Flying Cloud Dr, Suite 900, Eden Prairie, MN 55344 P:952.835.4180 F: 952.835.4774 E: tnorum@miia.org www.miia.org

56 The Minnesota News • August 2011


2011 MiiAB Errors & omissions Seminars MN Independent Insurance Agents & Brokers Association

these courses have been approved by the MN Commissioner of Commerce for 6 hours of Insurance continuing education

AgEnCy StAFF SizE

totAL AttEnDEES REquiRED At A (6 houR) SEMinAR

PoSition in AgEnCy

PLuS ADDitionAL REquiREMEntS

1

1

ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER OR OFFICER

NONE

2-7

2

ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER OR OFFICER

ONE PRODuCER OR CSR

4

ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER, OFFICER AnD ONE ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER, OFFICER, OPERAtIONS MANAgER OR PRODuCER

tWO PRODuCER’S OR CSR’S

6

ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER, OFFICER AnD ONE ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER, OFFICER, OPERAtIONS MANAgER OR PRODuCER AnD ONE CSR

tHREE PRODuCER’S OR CSR’S

10

ACtIvE AgENCy PRINCIPAL, OWNER, PARtNER, OFFICER AnD tWO ACtIvE AgENCy PRINCIPAL’S, OWNER’S, PARtNER’S, OFFICER’S, OPERAtIONS MANAgER’S OR PRODuCER’S AnD tWO CSR’S

FIvE PRODuCER’S OR CSR’S

8-20

21-50

51+

Cost per person

$151.00 MIIAB Member Price $166.00 Non-Member Price

Agencies that attend this seminar will receive a 10% loss control credit on their Westport E&O Premium. Once an agency attends the seminar the 10% credit will apply for 3 years if the agency remains claim free during the 3 year period.

Method of Payment Check Enclosed (Payable to MIIAB) or Charge to:

vISA

Mastercard

CAnCELLAtion PoLiCy: Registration fee is fully refundable if cancellation is received seven days prior to class. A $30.00 fee will be charged for cancellations less than seven days before the scheduled class. no ShoWS will not receive a refund.

In accordance with Title III of the American with Disabilities Act, we invite all registrants to advise us of any disability and any request for accommodation to that disabily. Please submit your request as far as possible in advance of the program you wish to attend

Please Check Location 1/20/11 - Eden Prairie 8:30am-3:30pm

Prairie Conference Center 7500 Flying Cloud Dr Eden Prairie, MN 55344 952.835.4180 3/8/11 - St. Cloud 8:30am-3:30pm Best Western Kelly Inn Hwy 23 & 4th Ave St. Cloud, MN 56301 320.253.0606 4/21/11 - Eden Prairie 8:30am-3:30pm Prairie Conference Center 7500 Flying Cloud Dr Eden Prairie, MN 55344 952.835.4180 5/12/11 - Fergus Falls 8:30am-3:30pm Best Western/Bigwoods Event Center 925 Western Ave Fergus Falls, MN 56537 800.293.2216 6/21/11 - Morton 8:30am-3:30pm Jackpot Junction 39375 County Hwy 24 Morton, MN 56270 507.644.3000 7/26/11 - Walker 8:30am-3:30pm Chase on the Lake 502 Cleveland Blvd Walker, MN 56484 888.242.7306 8/16/11 - Rochester 8:30am-3:30pm Doubletree Rochester 150 South Broadway Rochester, MN 55904 507.281.8000 9/27/11 - Duluth 8:30am-3:30pm Holiday Inn & Suites 200 West First St. Duluth, MN 55802 218.727.7492 11/16/11 - Eden Prairie 8:30am-3:30pm Prairie Conference Center 7500 Flying Cloud Dr Eden Prairie, MN 55344 952.835.4180

_______________________________________________________________________________________________________________________ Card Number Expiration Date Signature _______________________________________________________________________________________________________________________ Name on Card Security Code (3 digits) Billing Address _______________________________________________________________________________________________________________________ Name MN Insurance License # DOB Designations _______________________________________________________________________________________________________________________ Agency/Company Phone Email _______________________________________________________________________________________________________________________ Address City State Zip Return to: MiiAB, 7500 Flying Cloud Dr, Suite 900, Eden Prairie, Mn 55344 P: 952.835.4180 F: 952.835.4774 E: tnorum@miia.org www.miia.org

August 2011 • The Minnesota News 57


Power in Partners

2011 OWER IN PARTNERS PROGRAM

Minnesota Independent Insurance Agents & Brokers Association

MN Independent Insurance Agents & Brokers Association

P

Listed below are the companies who strongly support the Indepenent Agency System and the Minnesota Independent Insurance Agents & Brokers Association

DIAMOND

PLATINUM

General Casualty Companies Grinnell Mutual Reinsurance Company Indiana Insurnace Midwest Family Mutual North Star Mutual Insurance Companies The Hanover Group Security Life Insurance Company

GOLD

SILVER

ACUITY Advanced Insurance Solutions Group, LLC AmTrust North America ICC Restoration & Cleaning Services Kemper Meadowbook, Inc. RPS Schneider Agency Safeco Insurance Selective Insurance Company of America S.H. Smith & Company, Inc.

58 The Minnesota News • August 2011

Solbrekk Business Technology Solutions State Auto Companies The Hartford Tomsche, Sonnesyn & Tomsche, PA Toshiba Business Solutions Travelers Companies, Inc. Westfield Insurance Wilson Mutual Insurance Company Workers Compensation Specialist


The MN News August 2011  

Official Publication of MIIAB

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