Issuu

THE OHIO THE OHIO

AGENT AUTHORITY AGENT AUTHORITY 2026 -- Issue 2026 Issue 3 3

Happy Agents = Growing Carriers Page 1

Summer of Opportunity Page 16

Like a Good Neighbor, State Farm is Where? Page 22

TABLE OF CONTENTS 01

HAPPY AGENTS = GROWING CARRIERS

VOLUNTEER LEADERS

BEYOND THE BUZZWORD

Q3 ADVOCACY HIGHLIGHTS

A SUMMER OF OPPORTUNITY

LIKE A GOOD NEIGHBOR, STATE FARM IS WHERE?

EDUCATION SCHEDULE

WHAT TO DO IF YOUR E&O CARRIER NON-RENEWS YOUR POLICY

GEORGE HAENSZEL FOUNDATION SCHOLARSHIP

COMPANY PARTNERS

STAY CONNECTED WITH OIA

CARRIER SATISFACTION SURVEY REPORT HAPPY AGENTS = GROWING CARRIERS Written by: Jeff Smith, Ohio Insurance Agents Association (OIA)

HAPPY AGENTS = GROWING CARRIERS Benchmarking Carrier Success with OIA’s Carrier Satisfaction Survey By: Jeff Smith, OIA Chief Executive Officer Ohio Insurance Agents Association (OIA) recently

While Erie had a brief setback after dealing with

completed the fourth annual Carrier Satisfaction

Survey,

increases, it is back as a favorite carrier in 2026,

opportunity

guage

the

agent

sentiment for their top three carrier partners. Led by

the

OIA

Carrier

Relations

Committee

cyber

breach,

hot

loss

ratios,

and

rate

occupying 4 of the top rankings.

leading agency principals across the state, the

It appears to be working as those four carriers

survey and its subsequent report has become a

have outgrown their peer IA carriers. In most

platform

situations,

for

transparency,

tool

for

the

highly

ranked

carriers

have

accountability, and a roadmap for improvement.

outgrown their peer carriers by 2X to 10X. This

Based on agent feedback, the committee will

type of growth compounded over time is what

work with OIA staff to actively bridge agent-

turns a Super Regional into a National level

carrier gaps and advocate on behalf of the

carrier

profession.

Regional.

The 2026 survey made data clear; the fastest growing

carriers

all

lines

Regional

carrier

into

Super

2020 - 2025 Direct Written Premium (DWP) Growth

business

(Personal and Commercial) in Ohio are those with

Cincinnati: 47% - $376M Ohio Mutual: 52% - $106M Auto Owners: 75% - $295M Erie: 79% - $474M

the agency force that is most satisfied with their lead carrier relationships. Based on our analysis over the past 5 years, the carriers that score the highest in the agentcarrier partnership category are the IA carriers

In contrast, the lowest-ranked carriers in the

that have experienced the greatest growth over

survey have remained stagnant or experienced

the same time period.

below-average growth over the past five years.

Since we revived the OIA Carrier Satisfaction

A fair correlation from our data is that unhappy

Survey, Cincinnati, Ohio Mutual Insurance Group,

agents are moving the business to their other

Auto Owners, and Erie have all consistently

core carriers due to a variety of issues, including

ranked among the top 3 in the rankings. Of the

lack of partnership, inconsistency in underwriting,

120 top 3 rankings in the past 4 years, these

billing system issues, technology challenges, and

carriers have received 79% of the top spots.

other business disruptions.

MEET THE OIA CARRIER RELATIONS COMMITTEE

This year’s survey generated more than 500

The

following

companies

received

unique insights across more than 40 carriers,

responses, ranked by weight:

the

most

giving us a detailed view of the partnerships that matter most.

Auto-Owners, Westfield,

Agents rated their top three carriers across 10 categories:

partnership,

Cincinnati,

Ohio

Mutual,

Progressive,

Grange,

Erie,

Mutual,

Liberty

Encova, Travelers, Western Reserve, Celina

competitiveness,

underwriting, claims, technology, and more. By

Below are some of the key categories evaluated:

weighting responses by carrier count, the survey highlights both where trust is being rebuilt and

SUCCESSFUL PARTNERSHIP

where gaps remain.

Carrier Average: 7.9

The 2026 results tell a story of transition: Underwriting was the strongest-performing category in this year’s survey, with average 9.06

scores above 7.9 out of 10. This is a clear sign

8.67

that carrier appetite has opened up, with the softening market and premium growth being

COMPANY MANAGEMENT

prioritized. Partnership success held strong at 7.9,

Carrier Average: 7.4

signaling continued stability in the overall relationship and alignment between carriers and agents.

8.67

Technology was the clear laggard in this

8.61

8.58

year’s survey with an average score of 6.7. It is likely that with all of the prognostication

UNDERWRITING

and investment in AI, agents expected to see

Carrier Average: 7.9

greater progress from their carrier partners on the technology side of the business, but that has not come to fruition yet in the eyes of agents.

8.39

8.33

This survey continues to be the most relevant for

TECHNOLOGY

Ohio agents and carriers to evaluate and assess their relationship. Each year we share these

Carrier Average: 6.7

results with carriers and our members to drive accountability, strengthen relationships, and set the stage for a healthier Ohio marketplace.

7.97

7.83

Access the full 2026 report There’s much more agent feedback where that comes from. For the full edition of this year’s Carrier Satisfaction Report, scan the QR code or visit the link below: https://isu.pub/uCO42RS

7.82

THANK YOU TO OUR VOLUNTEER LEADERS

Thank you to the OIA Board and Services Board for joining us on a strategic planning retreat to discuss the future of our association. We greatly appreciate your time dedicated to OIA!

OIA Volunteer Leaders OIA BOARD OF DIRECTORS

Andy Stephey

Eric Stolly

Justin Buren

Cameron Caryer

Kelly Culley

Derek Sprouse

Bill Bishop

Matt Steele

IIABA National Director

SERVICE CORPORATION BOARD

Steve Brown

Meghan Griffith Ragozzino

Katie Watson

FOUNDATION BOARD

Ryan Griffith

Christina Bernard

Chris Kendall

Brad Winters

Jessica Zinsmeister

ADVOCACY & POLITICAL ACTION COMMITTEE The Ohio Insurance Agents Advocacy Committee (OIA PAC) plays a vital role in advocating for independent insurance agents by influencing legislation, regulations, and industry policies. The committee strengthens agents' political influence by supporting pro-business candidates and maintaining a competitive insurance marketplace. Key responsibilities include shaping OIA’s advocacy agenda, analyzing legislative and regulatory issues, guiding PAC contributions, and increasing fundraising efforts. Members include: Jeff Sargeant, Diane Keil-Hipp, Meghan Griffith Ragozzino, Patrick Bacon, Nick Bertke, Bill Bishop, Cameron Caryer, Janie Geis, Kurt Hamler, Eric Harmon, Dale Kaprosy, Michael Keenan, Aaron McElwain, Talbott Moon, Tiffany Meyer, Nick Roach, and Mark Willis.

CARRIER RELATIONS COMMITTEE The Carrier Relations Committee works to strengthen the relationship between independent agents and insurance carriers. Its key responsibilities include identifying opportunities to enhance company relationships, monitoring changes that impact agent-carrier dynamics, providing input on industry issues, conducting research on carrier concerns, engaging with high-level carrier representatives, and analyzing survey results to improve partnerships. Members include: Bill Brooker, Greg Carr, John Ferneding, Scott Krebs, Brandon Morgart, Rob Strachan, Shelley Taylor, Jay Wenger.

FINANCE & BUDGET COMMITTEE The Finance and Budget Committee ensures the financial health and stability of the organization by overseeing investments, budgets, audits, and financial policies. It acts as a steward of financial resources, maintaining adequate funding for member services and long-term sustainability. This committee reviews financial statements, investment portfolios, tax returns, and corporate insurance policies, as well as assessing budget alignment with strategic objectives and recommending necessary adjustments to the Board of Directors. Members include: Colleen Heister-Miles, Justin Buren, Kelley Culley, Meghan Griffith Ragozzino, Kimberly Hilvers, Eric Stolly, and Andy Tomlinson.

GOVERNANCE COMMITTEE The Governance Committee ensures strong leadership and effective governance by identifying, developing, and supporting future leaders within OIA. It maintains a transparent leadership selection process based on competencies and strategic alignment. Key responsibilities include recruiting and nominating board candidates, overseeing leadership development, reviewing bylaws and policies, addressing ethical concerns, and selecting award winners. The committee also evaluates board positions and governance structures to support OIA’s mission and success. Members include: Steve Brown, Brent Phelan, Perk Reichley, Tom Sarno, and Matt Simon.

INNOVATION COMMITTEE New in 2025, the OIA Innovation Committee will focus on enhancing industry knowledge and business opportunities for independent agents by identifying and evaluating innovative solutions. The committee will gather insights on industry trends, analyze potential solutions, explore investment opportunities to strengthen the independent agency system, and identify diverse business prospects for members and OIA. Members include: Adam Anspach, Chris Pipes, Amy Amstutz, Tyler Copeland, Brad Kernan, Tiffany Morgan, Brian Ogle, Brandon Rapp, and Michael Sarno.

NEXT GEN AGENTS ADVISORY COMMITTEE The Next Gen Agents Advisory Council serves as a voice for emerging professionals in the industry, providing insights to enhance OIA’s resources and initiatives. It fosters member engagement, networking, and leadership development while advising the Board and staff on the needs of the next generation of insurance professionals. Key goals include identifying career development opportunities, expanding member resources, and cultivating future industry leaders. Members include: Amanda Phelan, Adam Augspurger, Matt DeVries, Kendra Garrett, MacGregor Howey, Rick Jackson, Logan Kirk, Cassie Maddux, Brennan Madison, Mary Modene-Salahat, Julie Schatz, and Bethany Thompson.

Blue text indicates Chair or Vice-Chair

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VALUATION & BENCHMARKING

STRATEGIC BUSINESS PLANNING

PERPETUATION & TRANSITION GOALS

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Jodie Shaw, CLCS, CPIA, TRA Director of Business Development jodie@iavaluations.com

Jarod Steed Business Planning & Valuation Analyst jarod@iavaluations.com

Craig Niess, CVA, MBA Director of Business Planning & Valuation craig@iavaluations.com

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BEYOND THE BUZZWORD LOOKING AT THE PATTERNS AND FUNDAMENTALS OF AI By: Bill Brooker, Brooker Insurance Agency

Beyond The Buzzword: Looking at the Patterns and Fundamentals of AI

The promises usually sound familiar: Save time,

By: Bill Brooker, Brooker Insurance Agency

improve performance for yourself and your staff.

reduce costs as a result of the time saved, and Insurance

professionals

have

heard

these

We find ourselves at the newest checkpoint in the

promises before. The way to evaluate them is the

evolution of technology. Artificial intelligence has

same way it has always been.

swept the country by storm, and every industry is wrestling with the opportunities and dangers it

Fundamental 1: First-hand trial and error. It really

presents. AI has drawn extraordinary attention

is that simple: Use the tools and find out for

and investment at a pace few technologies have

yourself.

ever matched.

AI is both completely new and nothing The rhetoric around it is often best described as

new at the same time. Do not let the

religious. Some see it as the creator of an era of

buzzwords get in the way of finding

abundance and prosperity that cannot truly be imagined. Others see it as the beginning of the

true game-changing value for you and

end for mankind as we know it. Debating these

your insurance career.

extremes can be entertaining, but it accomplishes nothing for the agency owner looking to grow a

I can tell you from personal experience that

100-year-old agency or college graduates taking

ChatGPT can help a producer cultivate a niche by

their first steps into the insurance industry.

providing a step-by-step guide that would result in more new business opportunities. That claim

The term AI itself has become a meaningless

can be tested this very moment by any reader

buzzword. It appears in every article, pitch deck,

asking ChatGPT to create a step-by-step plan for

company website, commercial, and résumé. It’s as

them in a desired niche. Try it and see for

small as the spellcheck feature in your email and

yourself. It will still be up to the producer to do

as big as the superintelligence that will hopefully

the work and bring the plan to life, but the plan

cure diseases we have been struggling with for

itself can be created in minutes.

generations. There are many similar claims being made by tech When a term becomes so overloaded that no one

companies selling products that can simply be

can agree on what it means, it helps to step back

tested

and look at the patterns we see with AI that have

spending a large amount of money. The key is to

repeated throughout every major technological

force them to specify their claims in a way you

shift. More important, it helps to remember the

can test for yourself.

within

demo

trial

period

before

fundamentals that have guided us through those shifts before.

Here are three more examples that could be tested right now:

Pattern 1: Promises are being made. Like every technology before it, promises are being made

You wrote a plumbing contractor for the first

and those promises will ultimately either be kept

time and want to find more plumbers. Ask an

or broken. The companies selling AI products are

AI platform to identify the closest 25 plumbing

generally more specific than the AI commentators

companies to your agency and list the contact

because they have to be.

phone number for each. 9

You want your staff to solicit more Google

Attend your state association conference and ask

reviews

but

how

other agents what has worked and what has not.

create

Insurance has always been a relationship business,

incentive program based on your review goals

and trust remains one of the best filters available.

incentivize

you

them.

are

unsure

ChatGPT

can

and your budget for the initiative. Your boss wants you to become more active

Find the people you trust and let their experience

on LinkedIn. Ask an AI platform to create a

inform your own.

year’s worth of posting ideas and teach you how to schedule them.

Pattern

Technology

creates

winners

and

losers. Insurance agents know this pattern well. The point is not whether AI succeeds or fails. The

Every five to ten years something new arrives that

point is that many of the claims can be tested

is supposedly going to destroy the independent

before spending significant money or changing

agency channel. Sometimes the prediction fails.

the way you do business.

Sometimes the technology changes the industry significantly.

Pattern 2: The types of people involved. Some names are new and some are old, but the types of

What never changes is the need to adapt. Email

people involved are remarkably consistent.

changed how we communicate. Online quoting changed how we market. Agency management

The people saying that AI will eliminate the

systems changed how we operate.

independent agency channel often resemble the people who previously predicted that the internet,

The

agencies

that

adapted

generally

became

direct writers, or online quoting would eliminate

stronger. The agencies that refused to evolve

the independent agency channel. Likewise, some

often struggled. AI will likely be no different.

of the people dismissing AI entirely are the same types who once dismissed agency websites, online

At the same time, there is another reality worth

advertising, and digital marketing.

recognizing. The amount of money being invested in AI is staggering. Whether every prediction

The categories remain familiar: Innovators, Early

comes true or not, there will be winners. Some

Adopters,

agencies will find ways to create more value for

Early

Majority,

Late

Majority,

and

Laggards.

their clients. Some competitors will become more efficient. Some new entrants will build businesses

Fundamental 2: Look for the converts. The most

with far fewer resources than would have been

valuable opinions often come from people who

required a decade ago.

changed their minds. Talk to the early adopter who invested heavily in an AI tool and later

Fundamental 3: Follow the value. Ignore the

decided the return on investment was not there.

headlines and focus on measurable outcomes. Ask

Talk to the skeptic who reluctantly tried an AI tool

three simple questions:

and discovered it solved a real problem. These are the stories that often separate myth from reality.

1. Who in my industry is using AI successfully? 2. What specific problem are they solving?

What does this look like in practice? Call the

3. What measurable benefit are they receiving?

agent friend you trust two states over and ask how they are using AI. 10

Then look inward.

Bill Brooker is a fourth-generation risk advisor at Brooker Insurance Agency in Strongsville, Ohio.

Take your current value proposition and write it

Bill serves clients and non-clients alike, offering

down. Ask yourself why a prospect should choose

third-party insurance reviews, and speaks as a

your agency instead of the agency down the

topic expert in the field of risk management.

street. Then paste that answer into your preferred AI

platform

and

ask:

“Rewrite

this

value

Bill is a firm believer in agents helping agents and

proposition to better position my agency for my

welcomes anyone to reach out to him via his

target client and provide three specific ways I

LinkedIn profile.

could increase my value over the next year.” You were always going to need to adapt. Now you have a blueprint you can choose to ignore or choose to take some value from. The agent who loses sight of this fundamental will become

distracted

sensational

predictions,

whether optimistic or pessimistic. The agent who follows the value will focus on results. AI is both completely new and nothing new at the

For this story or more from the Rough Notes Company, Inc., scan the QR code:

same time. Do not let the buzzwords get in the way of finding true game-changing value for you and your insurance career. Fundamentals keep us grounded, allow us to focus on what matters and

Originally published by The Rough Notes Company, Inc.

reap the rewards.

Q3 Advocacy Highlights Written by: George Christy, Government Affairs Manager, OIA The OIA Government Affairs team remained active

Through these outings, OIAPAC supported State

throughout

legislative

Representatives Gayle Manning, Meredith Craig,

priorities, strengthening relationships with policy

and Kellie Deeter. These events provide valuable

makers,

opportunities to strengthen relationships, discuss

the and

summer,

advancing

creating

opportunities

for

independent agencies to engage in the advocacy

issues

process. These efforts produced an important

support policymakers who understand the needs

legislative

of independent agents and Ohio businesses.

victory

and

continued

build

affecting

the

insurance

industry,

and

momentum ahead of the Ohio General Assembly’s return this fall.

OIA also presented an insurance market and legislative

update

CoverPoint’s

Board

House Bill 105 Signed into Law

Directors. The discussion highlighted activity at

One of the most significant achievements this

the Statehouse, current market challenges, and

year is the passage of House Bill 105, a major

developments

third-party litigation funding reform supported by

agencies.

affecting

Ohio’s

independent

OIA. Governor Mike DeWine signed the bill into law in early July, marking an important win for

Looking Ahead

transparency and Ohio’s business climate. The law

As lawmakers return to Columbus this fall, OIA

prohibits foreign adversaries from investing in

will continue advocating for several key legislative

Ohio lawsuits, requires litigation financiers to

priorities.

commercial lines and homeowners non-renewal

and requires funding agreements to be disclosed

notice requirements from 30 to 60 days. House

after a case is resolved.

Bill

678

House

would

Bill

652

establish

would

online

extend

insurance

verification system through the Ohio Bureau of OIA members and staff supported the legislation

Motor Vehicles to help ensure drivers have active

throughout the process, including testimony from

auto

independent

agency

Associated

Insurance

involvement

demonstrated

owner

Bill

insurance

coverage 792

would

time

registration.

Inc.

His

Ohio’s Excess & Surplus Lines market by reducing

important

role

the current declination requirement from five

agents can play by sharing their expertise and

carriers to one and creating an export list of

helping lawmakers understand how public policy

approved coverages. Additionally, House Bill 769

affects businesses and consumers.

would strengthen consumer protections against

the

Bill

the

Bishop,

Agencies,

House

modernize

roofing scams by requiring written contracts, Connecting with Agents and Legislators

establishing a cancellation period, and prohibiting

OIA Government Affairs spent some time on the

contractors from acting as adjusters. OIA will

golf course, connecting with independent agents

remain actively engaged on each of these issues

and legislators throughout the state.

as they continue through the legislative process.

Beyond

legislation,

attention

increasingly

Save The Date:

turning toward the 2026 election cycle. With

Upcoming Southwest Ohio Advocacy Luncheon

races for U.S. Senate, Governor, and two Ohio

OIA will host its next regional Advocacy Luncheon

Supreme

on October 15 th at Wetherington Golf & Country

expected to shape Ohio’s regulatory and business

Club in West Chester. Hosted alongside Brent

environment for years to come. OIA Government

Phelan, Mike Gingrich, and Craig Wilks, the event

Affairs

contests

will bring together agents from Butler, Hamilton,

closely and engage with candidates on issues

and Warren counties to learn more about the

important to independent agents. While elections

advocacy efforts of OIA and OIAPAC. Featured

often focus on political headlines, the outcome of

speakers will include Ohio Senate Majority Whip

these races can influence legal reform, insurance

George Lang and House Insurance Committee

affordability, economic growth, and the overall

Chairman Brian Lampton.

Court

seats,

continues

this

year’s

monitor

election

these

business climate in which Ohio agencies operate. The luncheon will also provide an opportunity to Members

who

are

celebrate the House Bill 105 victory and discuss

events,

additional legislative priorities that could benefit

support OIAPAC, and build relationships with their

small businesses and the independent agency

elected officials. By staying engaged, independent

system.

encouraged

want

attend

OIA

get

involved

advocacy

agents can help ensure their voice is heard on the issues affecting their agencies, employees, and customers.

OIAPAC 15

InsurPac

A SUMMER OF OPPORTUNITY By: Brian Lawrence, Sr. Director of Agency Talent Development (OIA)

A Summer of Opportunity OIA’s

internship

meaningful

program

agency

gave

experince

Written by: Brian Lawrence, OIA Sr. Director of Agency Talent Development

students

while

helping

member agencies strengthen their business and

Platt Insurance | Sydney Morrison

invest in the industry’s future. For

many

college

Sydney Morrison’s summer at Platt Insurance in

students,

insurance

Warren

accomplishments was earning her Property and

that quickly. Through OIA’s internship program,

Casualty license, an achievement made possible

students worked alongside agency professionals,

by a relationship with the agency that began two

contributed to day-to-day operations, and took

summers

ownership of projects that created lasting value. an

opportunity

also

led

county

fair

Platt, Morrison’s growth showed the shared value of the program: the agency gained energy and ideas while helping a young professional discover

This year’s Interns contributed across marketing, client

She

strongest engagement to date. For Manager Ellie

develop future talent.

sales,

earlier.

marketing project that generated the agency’s

In return, agencies gained fresh perspectives, and

customer

community involvement. One of her proudest

summer inside an independent agency can change

capacity,

marketing,

communication, quote requests, social media, and

industry they know only from the outside. A

additional

combined

services,

commercial

a future in insurance.

accounts,

finance, research, cybersecurity, and automation. Interns

created

resources

their

agencies

will

continue to use, helped complete long-awaited projects,

built

new

systems

improve

efficiency, and some even earned their insurance licenses.

Across

every

placement,

one

theme

stood out: when agencies pair structure and mentorship with meaningful responsibility, both

James D’Isidoro with Rob Strachan and team

the student and the business learn and grow.

Strachan Novak | James D’Isidoro At Strachan Novak, James D’Isidoro developed marketing materials for a daycare sales initiative, followed up with prospects, and built lists to support

partnerships

with

financial

advisors,

CPAs, and estate planning attorneys. He left the summer

with

his

P&C

license,

practical

sales

experience, and a new career direction, accepting a part-time producer position while completing college

Wittenberg

University.

Operations

Manager Chris Mitchell encouraged agencies to connect an intern’s strengths to meaningful work that benefits both the student and the business. Sydney Morrison and Ellie Platt

Wichert Insurance | Kelsey Nieman Kelsey

Nieman

departments hands-on

rotated

work

Wichert with

through

Insurance,

opportunities

several combining

shadow

experienced professionals. The variety helped her build a foundational understanding of insurance while

strengthening

communication

her

skills.

professionalism

Director

and

Insurance

Operations, Robin Hammond, said each intern Wichert has hosted, including Kelsey, has brought positive energy, curiosity, and a willingness to

Connor Sheets and the Leland Smith Insurance team

tackle projects. Her advice to agencies is to define

Leland Smith Insurance | Connor Sheets

training, daily responsibilities, and project work

before the intern arrives so the experience stays

managed

purposeful and productive.

learned day-to-day service work, and explored

Leland

Smith

Insurance,

commercial

Connor

account

Sheets

responsibilities,

how Claude could support prospecting and sales efficiency. By summer’s end, he was preparing to become

licensed

commercial

and

account

pursue

manager

role

full-time with

the

agency. Wallace & Turner Insurance | Ashton Young At Wallace & Turner Insurance, Ashton Young assisted with invoicing, deposits, reports, and front-desk responsibilities, gaining a practical look at both the financial and customer-facing sides of an

agency

while

easing

the

workload

experienced employees. Knight Insurance | Cayden Zachrich

Kelsey Nieman

Knight Insurance’s Cayden Zachrich returned as Frost Insurance | Brier Cook At

Frost

Insurance,

Brier

Cook

researched

construction

updated roof policy language, recreational vehicle

carrier

and watercraft coverage, and the responsible use of

artificial

intelligence.

The

practical

internal

resources

continue

using,

along

with

work

the an

analyst team,

change

the

supporting

requsts,

commercial endorsements,

renewals,

certificates,

declarations page reviews, and audits. He also

became

agency

account

valued

can

OIA-coordinated

experiences,

including

carrier visits, networking with professionals and

AI-assisted

fellow

interns,

and

introduction

the

marketing video. Owner Cameron Caryer said

regulatory side of the industry. Manager Tom

Frost’s first internship helped the agency push

Daniels

unfinished projects across the finish line while

productive

giving the team insight into Cook’s work ethic and

agencies

potential fit.

support, and development. 18

said to

Zachrich

became

team

member

give

interns

dependable,

and

encouraged

real

responsibility,

Element Risk | Aydin Pope & Seth Nelson

Anderson Insurance | Scott Moats

At Element Risk, Aydin Pope and Seth Nelson

Scott Moats brought a personal connection to

joined a small IT team and took on projects tied to

Anderson Insurance as the son and grandson of

cybersecurity,

agency professionals, but the internship gave him

device

management,

Salesforce

development, automation, artificial intelligence,

his

and web development. Together, they helped

shadowed sales appointments, quoted policies,

build an AI agent in Microsoft Teams that allows

processed

changes,

took

calls

employees to search the company knowledge

attended

meetings,

and

learned

base

software.

began

working

strengthened the agency’s security environment,

license

while

Salesforce

communication, sales, and relationship-building

automation. Manager Andrew Zuchowski said the

skills. For manager John Moats, the summer gave

interns became problem solvers who brought new

Scott

ideas and capabilities to the organization. Both

personal service, and carrier relationships that

transitioned into part-time roles while completing

define the independent agency model.

and

contribute

Pope

played

documentation. key

role

Nelson

first

look

also

daily

developing

broader

operations. and

payments,

new

for

agency

toward

customer

appreciation

his

service,

the

trust,

their degrees.

Growing Together, Looking Ahead Across the participating agencies, the strongest internships shared a common foundation: thoughtful preparation, clear expectations, access to mentors, and work with real purpose. Students learned by doing, not simply observing. Agencies gained capacity and perspective while identifying ways to strengthen their own training, processes, and technology. Several interns continued working with their agencies, while others left with licenses completed or in progress, stronger professional networks, and a clearer picture of where they could contribute. Agency leaders saw potential employees, future producers, account managers, and technology professionals. Interns saw an industry that is relationship-driven, essential to its clients, and ready for new ideas. That mutual discovery is at the heart of OIA’s internship program. By connecting member agencies with emerging talent and supporting experiences that combine learning with meaningful work, OIA helps agencies invest in their own future while giving students a reason to be excited about the future of the independent agency system. Thank you to the following agencies who participated in this year’s internship program: Anderson Insurance, Element Risk, Frost Insurance Agency, Inc., Knight Insurance Group, Leland Smith Insurance Services, Loy Insurance, Phelan Insurance Agency, Inc., Platt Insurance, SeibertKeck Insurance Partners, SP Agency, Strachan Novak Insurance Services, Wallace & Turner, Inc., and Wichert Insurance.

Contact Brian Lawrence, Sr. Director of Agency Talent Development, at brian@ohioinsuranceagents.com to learn more about how your agency can benefit from the internship program.

Find the updated carrier lineup and additional information here.

Jodie Shaw jodie@ohioinsuranceagents.com (614) 552-3036

LIKE A GOOD NEIGHBOR, STATE FARM IS WHERE? By: Alex Bowie, Sr. Manager, Marketing & Communications

Like a Good Neighbor, State Farm is Where? Save the Farm Initiative Written by: Alex Bowie, OIA Sr. Manager, Marketing & Communications

For generations, State Farm’s business model has been

built

around

simple

concept:

local

relationships matter.

familiar

synonymous

with

three a

red

circles

neighborhood

easier

country, serving approximately 96 million policies

State

and accounts through a network of more than

changing

customer

expectations,

move

digital

and

human

vision

includes

several

notable

Farm’s

Expanding

claims

handling

and

policy

data-driven

underwriting

and

pricing capabilities. Leveraging external technology partnerships, including

commitment to what the carrier describes as a

OpenAI,

support

innovation

efforts.

“Human + Digital” approach, blending personal technology-enabled

The company has already highlighted AI-enabled

experiences.

tools designed to simplify common workflows.

world

that

can

feel

increasingly

disconnected, State Farm agents provide local trusted

guidance,

and

the

initiative.

“Technology

Among

them

are

intended

support

agent-facing quoting

and

assistant customer

interactions, as well as a pilot virtual assistant

community,”

that can help collect information during the initial

State Farm President and CEO Jon Farney said in announcing

ability

servicing.

customers. At the center of that strategy is a

presence,

the

service,

between

Streamlining

designed to modernize how State Farm serves

and

faster

that reduces reliance on disconnected systems.

Gen Good Neighbor” strategy, a long-term vision

“In

transactions,

expect

Building toward a unified insurance platform

increasing

Earlier this year, the company unveiled its “Next

with

streamlined

customer experiences.

rapidly

operating costs, and advances in technology.

relationships

tools,

are

Integrating artificial intelligence into agent and

But like much of the insurance industry, State adapt

carriers

initiatives:

19,000 agent offices.

digital

familiar.

interactions.

Farm remains one of the largest insurers in the

pressure

sounds

industry,

increasingly

seamlessly

some of life’s biggest financial risks. Today, State

facing

strategy

insurance

heavily

Consumers

community events, and helped families navigate

the

customer experiences, and artificial intelligence.

who

knew their customers by name, sponsored local

Farm

the

investing

became

agent

surface,

Across

From small towns to major metro areas, the company’s

its

claims reporting process. State Farm says the goal

should

is to reduce friction throughout the customer

strengthen human connection, not substitute it.”

journey while allowing employees and agents to focus on higher-value activities.

For customers, these changes may mean faster

Artificial intelligence can organize information,

resolutions,

summarize

quicker

quotes,

and

customer

interactions,

assist

with

personalized experiences. For agents, however,

quoting, accelerate claims intake, and automate

the

larger

routine tasks. As these capabilities continue to

conversation about the future role of insurance

expand, the industry’s focus may increasingly shift

distribution.

toward the parts of the agent relationship that

announcements

have

sparked

technology cannot easily replicate. Beyond Tech Enhancements Speculation

intensified

following

reports

that

That’s

where

independent

agents

have

long

State Farm plans to transition agents to a unified

differentiated themselves. While technology may

contract structure layered in with their work

make

toward being “Human + Digital”. According to

replace strategic advice. It doesn’t identify a

industry reporting, the proposed changes include

hidden coverage gap before a loss occurs. It

significant adjustments to commission structures

doesn’t understand the nuances of a business

and the elimination of certain benefits available

owner’s evolving risks. And it doesn’t advocate for

under some existing agreements. Reports have

clients when a complex claim threatens their

also indicated that some long-tenured agents and

livelihood.

purchasing

insurance

easier,

doesn’t

those whose books are heavily weighted toward renewals could see significant impacts to total

In many ways, the IA channel was built for a

earnings, with potential cuts of up to 40%.

future

where

expertise

matters

than

transactions. As carriers continue investing in State Farm has framed these changes as part of

direct-to-consumer

its broader modernization efforts and an effort to

experiences, independent agents remain uniquely

position

positioned

competitiveness in the direct channel. CEO Jon

valuable:

choice,

Farney emphasized that “State Farm needs to

guidance across multiple carriers and markets.

the

change”

organization

while

discussing

for

the

long-term

capabilities

offer

something

advocacy,

and

digital

increasingly personalized

company’s

transformation efforts.

That doesn’t mean independent agents can afford to ignore technology. In fact, many agencies are

Regardless of where agents stand on the changes

already embracing automation, digital servicing

themselves, the developments raise an important

tools,

question that extends far beyond a single carrier:

efficiencies of their own. The difference is that

what does the value of an insurance agent look

technology serves as an enhancement to the

like in an AI-enabled future?

client relationship, not a replacement for it.

For decades, many agency workflows centered

Perhaps

around

emphasize

administrative

and

transactional

tasks.

comparative

that’s the

why

raters,

State

“Human

and

Farm +

AI-powered

continues

Digital”

concept

Applications,

endorsements,

policy

servicing,

throughout its transformation strategy. “For more

document

management,

and

claims

than a century, being a good neighbor has meant

communication often required significant time and

keeping our promises and helping people,” Farney

manual

said. “We are transforming into a Next Gen Good

effort.

Today,

technology

rapidly

changing those functions.

Neighbor by using technology in new ways that 24

enhance our ability to help people protect what

relationships

that

have

defined

insurance

matters most and prepare for what is next.”

distribution for generations.

The insurance industry will be watching closely to

From Captive to Independent

see how that vision unfolds.

As agency distribution models continue to evolve, some captive agents may begin evaluating what

We’re likely to see some State Farm agents retire,

independence could look like for their future. OIA

move to the IA channel, or take their business to

and the Independent Insurance Agents & Brokers

another captive carrier. But what happens at State

of America (Big “I”) offer resources, education,

Farm may ultimately become more than a story

market

about

connections to help agents better understand the

contract

revisions

compensation

access

structures. It may serve as an early indicator of

independent

how

options.

carriers

across

the

industry

balance

opportunities,

agency

model

and

and explore

peer their

technological efficiency with the human

Know anyone considering a move to the independent agent channel? We’d love to have a conversation. Contact Jodie Shaw, OIA Director of Business Development, at jodie@ohioinsuranceagents.com. Scan here to read more about State Farm’s changing plans for their future and to find the sources used for this article.

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ALLIANCE.

CARRIER CONNECTIONS? COACHING?

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WHAT TO DO WHEN YOUR E&O CARRIER NONRENEWS YOUR POLICY By: Ashley Riley, Director of Risk Management (OIA)

What to Do When Your E&O Carrier Non-Renews Your Policy Written by: Ashley Riley, OIA Director of Risk Management

For many independent agencies, receiving a nonrenewal notice from an Errors & Omissions (E&O) carrier

can

Whether

feel

the

profitability

decision

concerns,

worst-case stems

scenario.

from

changing

Any deadlines for reporting potential claims

carrier

before expiration

underwriting

Information about Extended Reporting Period

appetites, agency growth, claims activity, or a

(ERP) or “tail” coverage options

broader market exit, a non-renewal does not mean

If anything is unclear, contact your broker or E&O

your agency is uninsurable.

representative immediately.

The key is to act quickly, stay organized, and

Report Any Known Incidents Before Expiration

approach the process strategically. While losing

One of the most important steps agencies can

an E&O market can be disruptive, agencies that

take is evaluating whether any circumstances,

take the right steps can often secure replacement coverage

while

strengthening

their

complaints, customer disputes, or potential E&O

risk

situations should be reported prior to the policy

management practices along the way.

expiration date. Since most E&O policies are written on a claims-made basis, failing to report a

First, Don’t Panic

known circumstance before coverage ends could

A non-renewal is not necessarily a reflection of your

agency’s

viability. carriers

professionalism today’s

routinely

insurance

reevaluate

create complications later.

long-term

marketplace,

their

books

Work with your E&O advisor, underwriter, or

claims team to determine whether any situations

business. Some are reducing their appetite for insurance

agency

E&O

risks

altogether,

warrant notice.

while

others are tightening underwriting guidelines or

Start the Search for a New E&O Carrier Early

exiting certain segments of the market.

Waiting until the final weeks before expiration can significantly limit your options. Most E&O carriers

Your immediate focus should be understanding

will want to review:

the timeline for the non-renewal and ensuring

Agency operations and procedures

there is no gap in coverage.

Years in business Claims history

Review the Non-Renewal Notice Carefully

Premium volume

Start by reviewing the notice in detail. Key items

Carrier appointments

to identify include:

Staff size and composition

The effective date of non-renewal

Documentation and quality control processes

Any explanation provided by the carrier Whether

claims

history

underwriting

concerns were cited

Be Prepared to Explain Your Story

The strongest agencies view risk management as

If the non-renewal is related to claims activity,

agency acquisitions, rapid growth, or operational

project.

changes,

prepared

discuss

ongoing

process

rather

than

one-time

those

circumstances openly.

Don’t Forget About Cyber Liability Today’s E&O exposure often intersects with cyber

Underwriters

understand

that

claims

happen.

risk. Client information, payment data, and private

What matters is demonstrating that your agency

business

records

has learned from past incidents and implemented

cybercriminals. A data breach, ransomware event,

controls to reduce future exposures. Examples

may include:

financial and reputational damage.

system

are

compromise

valuable can

targets

create

for

significant

Improved documentation procedures Enhanced training programs

As you evaluate replacement E&O coverage, it is

Client communication standards

also a good time to review your cyber liability

Coverage review protocols

protections

E&O loss prevention initiatives

agency’s current risk profile.

Technology

investments

and

ensure

they

align

with

your

workflow

improvements A strong narrative can often make a significant difference during the underwriting process. Strengthen Your Risk Management Practices Even if a replacement policy is ultimately secured, a non-renewal can serve as a valuable opportunity to review agency operations. Explore Multiple Market Options Many

E&O

claims

stem

from

communication

Not all E&O policies are created equal. While price

breakdowns rather than complicated coverage

issues.

carefully evaluate:

Consistent

documentation,

written

always

consideration,

confirmation of recommendations, and detailed

Coverage breadth

client conversations remain some of the most

Defense provisions

effective

Prior acts coverage

ways

reduce

exposure.

Agencies

should regularly evaluate:

agencies

should

Extended reporting period options

Coverage rejection procedures

Carrier financial strength

Documentation standards

Claims handling expertise

Renewal review processes

Agency-specific endorsements

Producer and CSR training

Risk management resources

Use of templates and checklists Agency management system workflows

A low premium means little if critical protections

Cybersecurity protocols

are missing when a claim occurs.

How OIA Can Help

The Bottom Line

For more than 60 years, OIA’s E&O program has

An E&O non-renewal can be stressful, but it does

focused on helping protect independent agencies

not have to become a crisis. The agencies that

through

respond most successfully are those that begin

errors

and

omissions

coverage,

education, and risk management support. OIA’s

the

process

early,

communicate

E&O team brings decades of industry experience

underwriters,

and works exclusively with agencies, providing

practices, and work with experienced advisors

guidance to the unique exposures independent

who

agents face. OIA also offers E&O loss prevention

marketplace.

evaluate

understand

their

the

risk

openly

with

management

independent

agency

education that may help agencies strengthen their operations

while

potentially

qualifying

for

premium discounts.

Need Help Reviewing Your Options? If your agency has received an E&O non-renewal notice, OIA’s Agency Services team is available to

Through OIA, agencies can access highly rated

help

you

evaluate

E&O insurance markets and receive assistance

obligation

premium

evaluating coverage options, identifying potential

available

gaps,

needs.

and

navigating

complex

renewal

markets

your for

options,

indications, your

obtain

no-

and

review

agency’s

specific

replacement situations. OIA’s team emphasizes comprehensive protection, claims support, full

Contact the OIA E&O team at (800) 555-1742 or

prior acts considerations, and long-term agency

visit us online to start the conversation and

stability rather than simply focusing on premium

explore coverage solutions that can help protect

cost.

your agency’s future.

BUILT-IN SUPPORT STARTS HERE

E&O INSURANCE OIA’s E&O program has focused on protecting Ohio independent agencies for over 60 years. This longstanding commitment to safeguarding our members is a cornerstone of our business. Your agency’s insurance protection is important and deserves our exclusive focus. Our team has more than 50 years of experience in the E&O industry. Let us provide you with helpful information and support so you can select a policy that meets your requirements. We assure you one thing – your agency’s protection will always be our #1 priority. Contact us today! LEARN MORE

We had had such a long-term relationship with our previous carrier for this coverage. However, the ease of doing business with OIA and their guidance calmed our insurance jitters. - Kevin Perkins, Perkins Insurance

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CONNECTED TO MORE Renew Your OIA Membership for 2027 OIA Membership is more than a list of benefits. It’s about being Connected to More. More advocacy protecting your ability to serve clients. More visibility to carriers. More access to market resources. More education to help you stay ahead of industry changes. More chances to speak with peers who understand your challenges. Beginning October 1, sign in to your membership account to access your agency’s invoice for the upcoming year. Contact our team at (800) 555-1742 or oia@ohioinsuranceagents.com for questions.

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As your strategic partner, we’re here to help.

Jeff Smith, JD, CIC, CAE Chief Executive Officer (614) 552-3056 jeff@ohioinsuranceagents.com

Jodie Shaw, CLCS, CPIA Director of Business Development (614) 552-3036 jodie@ohioinsuranceagents.com

Joe Fullenkamp Chief Executive Officer Designate (614) 552-3064 joe@ohioinsuranceagents.com

Ashley Riley, API, PLCS Director of Risk Management (614) 552-3052 ashleyr@ohioinsuranceagents.com

Jody Geiger, MBA Chief Operating Officer (614) 552-3066 jody@ohioinsuranceagents.com

Brian Lawrence Sr. Director, Agency Talent Development (614) 552-3048 brian@ohioinsuranceagents.com

Dawn Kuhn, CPA Chief Financial Officer (614) 552-3055 dawn@ohioinsuranceagents.com

Craig Niess, CVA, MBA Director of Business Planning & Valuation (216) 288-8409 craig@ohioinsuranceagents.com

Jeanie Giesler, CISR, CPIA Resource Center Advisor (614) 552-3054 jeanie@ohioinsuranceagents.com

Jarod Steed Business Planning & Valuation Analyst 614-552-3065 jarod@ohioinsuranceagents.com

Kate Esterline Company Relations Manager (614) 552-3087 kate@ohioinsuranceagents.com

Ashley Fitzsimmons Director of Professional Development (614) 552-3043 ashley@ohioinsuranceagents.com

Rachel Davis Education Program Manager (614) 552-3086 rachel@ohioinsuranceagents.com

Katie Gratton, CIC, CISR, CPIA Account Executive (614) 552-3042 katie@ohioinsuranceagents.com

Stacy Rosenthal, CISR, CPIA Account Executive (614) 552-3058 srosenthal@ohioinsuranceagents.com

Teresa Hinkle Account Manager (614) 552-3063 teresa@ohioinsuranceagents.com

Valeria Ashcraft E&O Account Manager (614) 552-3049 valeria@ohioinsuranceagents.com

Alex Bowie Sr. Marketing & Communications Manager (614) 552-3068 alexb@ohioinsuranceagents.com

Colleen Elliott Marketing & Communications Manager (614) 552-3059 colleen@ohioinsuranceagents.com

Katherine White Governance Manager (614) 552-3051 katherine@ohioinsuranceagents.com

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For general questions, please call our team at (800) 555-1742.

Navpreet Kaur Staff Accountant 614-552-3045 navpreet@ohioinsuranceagents.com

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Stay Connected to More. If you have any questions about membership, please reach out to Jodie Shaw at jodie@ohioinsuranceagents.com. Ohio Insurance Agents Association Inc. Phone: (800)-555-1742 Email: OIA@ohioinsuranceagents.com