How
CONNECTION 2023 V5 New Study on the Psychology of Insurance Fraud page 15 The PIA Awards page 19
PIA
Insurance Professionals Can Get Into Trouble with AI
2 | 2023 V5 pianational.org | PIA CONNECTION 42314A The Hartford is one of the largest providers of flood insurance, offering a full-service solution, competitive commissions and a dedicated local Sales Director. Contact Joseph Surowiecki, National Flood Sales Manager at 860.547.5006. PARTNER WITH THE HARTFORD, A LEADER IN FLOOD INSURANCE. The Hartford is proud to be PIA’s nationally endorsed flood insurance provider. PARTNER WITH THE HARTFORD, A LEADER IN FLOOD INSURANCE. The Hartford is one of the largest providers of flood insurance, offering a full-service solution, competitive commissions and a dedicated local Sales Director. Contact Neil Randerson, Flood Managing Director, at 303-645-8526. The Hartford is proud to be PIA’s nationally endorsed flood insurance provider. 42314A The Hartford is a participant in the federal Write Your Own (WYO) Program, part of the National Flood Insurance Program (NFIP) managed by the Federal Emergency Management Agency (FEMA). WYO flood policies are underwritten by the federal government and issued, sold, and administered by authorized private insurance companies, including Hartford Fire Insurance Company, Hartford Insurance Company of the Midwest and Hartford Underwriters Insurance Company. Policies are subject to rules, regulations, terms, conditions, and availability of the NFIP. Conditions and limitations may apply, refer to policy terms for details. © 2021 The Hartford. Printed in U.S.A. All information and representations herein are as of October 2021.
PIA CONNECTION
2023 V5
NATIONAL ASSOCIATION OF PROFESSIONAL INSURANCE AGENTS
PRESIDENT
Gerald F. Hemphill, CIC, LUTCF (VA/DC) ghemphill@gfhinsurance.com
PRESIDENT-ELECT
Rich A. Savino, CIC, CPIA (NY) richs@broadfieldinsurance.com
VICE PRESIDENT/TREASURER
Ariel Rivera, CIC (PR) ariel@deerinsurance.com
SECRETARY/ASSISTANT TREASURER
Mark A. Suhr, CIC, CPIA (NE) msuhr@suhrlichty.com
IMMEDIATE PAST PRESIDENT
Anthony Curti, CIC, LIC (MI) tcurti@acrisure.com
EXECUTIVE VICE PRESIDENT/CEO
Mike Becker (PIA National) mbecker@pianational.org
PUBLISHER/EDITOR-IN-CHIEF
Ted Besesparis | tbesesparis@pianational.org
MANAGING EDITOR
Sade Hale | shale@pianational.org
ADVERTISING DIRECTOR
Robert Holt, CLU, ChFC, CASL | rholt@pianational.org
GOVERNMENT AFFAIRS EDITOR
Jon Gentile | jgentile@pianational.org
REGULATORY AFFAIRS EDITOR
Lauren Pachman, Esq. | lpachman@pianational.org
MARKETING EDITOR
Madeleine Stern | mstern@pianational.org
CONTRIBUTING EDITOR
Patricia A. Borowski, CPIW
Shawn Moynihan
June 2023
PIA Connection is published ten times yearly by the National Association of Professional Insurance Agents. 419 North Lee Street
Alexandria, Virginia 22314
©2023 All rights reserved.
The information in this publication is general in nature and is not intended to serve as legal, accounting, financial, insurance, investment advisory or other professional advice as to any reader’s particular situation. Users are encouraged to consult with competent legal, financial, insurance, investment advisory and or other professional advisors concerning specific matters before making any decisions and we disclaim any responsibility for any decisions or actions by readers.
All PIA members receive PIA Connection at the member subscription rate of $12.00 per year.
Non-member subscriptions available at $24.00 per year ppd.
For additional information on any of the subjects addressed in this publication, please access the PIA National website at www.pianational.org.
CONTENTS
NEWS BRIEF
AI Trust Lower in High-Tech Countries…Insurance Consumers Still Prefer Human Interaction…Another Major Insurer Halts Policy Sales in California…More People Are Shopping Their Auto Insurance…US-U.K. Insurtech Corridor Expands.
REGULATORY BRIEF
PIA Counsel and Director of Regulatory Affairs Lauren G. Pachman, Esq. with a summary of federal regulatory activity, including a status update on proposed revisions to the Fair Labor Standards Act (FLSA) requirement known as the Overtime Rule.
CAPITOL HILL UPDATE
PIA Vice President of Government Relations Jon Gentile with an update on several PIA issues of concern, including a renewed call by Congress for USDA/RMA to reinstate the crop insurance inflation adjustment.
PIA PARTNERSHIP PROFILES
6-7
8
9
10-11
PIA Connection begins featuring profiles of carriers and their representatives who are members of The PIA Partnership. First in focus: Grant Willard, VP Strategic Accounts, Mercury Insurance Richard Swain, VP and Chief Marketing Officer, Hastings Mutual Insurance Company
THE PIA PARTNERSHIP’S WINNING@VIRTUAL PROGRAM
12-13
Technology can establish and strengthen your agency’s customer relationships. This 3-part toolkit will help you make the most of today’s digital solutions. COVER
HOW
14-15 CAN GET INTO TROUBLE WITH AI
When it seems like everybody is clamoring for something, that’s more reason to exercise prudent scrutiny. Veteran reporter and contributing editor with InsuranceNewsNet Steven A. Morelli takes a look at some of the potential pitfalls users of Artificial Intelligence (AI) should consider. YOUNGER
A landmark study conducted by the Coalition Against Insurance Fraud reveals some troubling findings.
PIA CONNECTION | pianational.org 2023 V5 | 3
STORY
INSURANCE PROFESSIONALS
GENERATION
TOLERANT
MORE
15 OF INSURANCE FRAUD
PIA NATIONAL AWARDS – HONORING THE BEST 19 DEPARTMENTS From the President 5 From the CEO 5 PIA Member Benefits 16 PIA Member Benefit Spotlight 17 PIA Affiliate Listings 18 Business Insurance Employee Benefits Auto Home
THE
Thank you to our valued agency partners.
Westfield was founded in 1848 by a small group of hardworking farmers who believed in the promise of the future and the power of the individual. Today, 175 years later, as a leading U.S.-based property and casualty insurance company with $8.5 billion in GAAP assets, Westfield underwrites commercial, personal, surety, and specialty lines of coverage through a network of over 1,000 leading independent agents and brokers. Westfield recently acquired Lloyd’s of London Syndicate 1200, establishing the Company as a global franchise. Learn more at westfieldinsurance.com.
4 | 2023 V5 pianational.org | PIA CONNECTION
Forever forward.
Pictured below: The Broadcaster launched in 1922 as a way for employees and agencies to share information. Image provided by Westfield Archives.
FROM THE PRESIDENT
INSURANCE FRAUD COSTS A STAGGERING
$308.6 billion annually. It’s a cost that everyone bears.
The Coalition Against Insurance Fraud in conjunction with Verisk and Dynata, recently released the results of a new study entitled, Who Me? Who Commits Insurance Fraud and Why? Some of the findings are quite concerning.
The study delves into attitudes among the general public, divided by demographics, about insurance fraud. It also explored the mind-set of perpetrators by conducting in-depth interviews with a group of those convicted of insurance fraud.
The study found that 84 percent of all U.S. consumers view insurance fraud as a crime, but 16% do not view it as a crime, which translates into 53 million Americans. In addition, a significant number of Americans aged 45 and younger show a high level of tolerance for insurance fraud – even feeling
FROM THE CEO
RECENTLY I HAD THE PLEASURE OF SHARING
some thoughts on a critical issue for our industry in an article for The Standard, New England’s insurance newsmagazine.
Half of the current insurance workforce is set to retire in the next 15 years, according to the U.S. Bureau of Labor Statistics. We are not attracting the next generation of talent—Gen Z , those born in 1997 or later—at a sustainable rate.
What’s the solution? There’s no one magic approach, but there are a series of management techniques that can be used, which I explore in depth in the article, which will also be featured in an upcoming PIA Connection. These include the importance of building a workplace culture, recognizing and adapting to the unique Gen Z perspectives about work, communication, mentorship, and the need for flexibility.
A new study by The Conference Board explored what makes Gen Z a force to be reckoned with. Unlike previous generations, their comfort with evolving technology and
envious of those who commit it. Conversely, nearly all the participants surveyed over the age of 55 viewed insurance fraud as a crime.
In an industry and an economy based upon trust, any level of acceptance of fraud is a threat.
Matthew Smith, Esq., executive director of the Coalition Against Insurance Fraud, summed it up well: “This study should sound the alarm for insurers, consumer activists, regulators, and legislators on the state of fraud in America.”
Gerald F. Hemphill President
using social media to amplify their concerns makes them unique. Also influencing their views, many Gen Zers started their careers during especially turbulent times, which included the COVID-19 pandemic along with extraordinary economic uncertainty.
Attracting and retaining younger employees is imperative. It is one key to the continuing success of independent insurance agencies. By listening to young employees and understanding what they value in work, agency owners can create work environments that young talent wants to be a part of.
Mike Becker CEO
PIA CONNECTION | pianational.org 2023 V5 | 5
AI TRUST LOWER IN HIGH-TECH COUNTRIES
The correlation between a country’s digital advancement and public trust in artificial intelligence (AI) reveals that trust in AI remained relatively low in advanced digital economies, according to an analysis conducted by the Swiss Re Institute.
The study evaluated 120 countries and found that Germany, France, the UK, Canada, and the US ranked among the top 20 in AI preparedness. In these countries, trust in AI remained relatively low. Conversely, those in emerging digital growth markets such as India, Nigeria, Mexico, Indonesia, the Philippines, and Argentina demonstrated higher levels of trust in AI.
The analysis, featured in Swiss Re Institute’s recent report titled Decoding Digital Trust: A consumer perspective, highlighted the multifaceted nature of digital trust. It encompassed various psychological factors, including cultural and generational attitudes, institutional trust, prevalence of online fraud, and the ease of understanding and utilizing technology like AI.
INSURANCE CUSTOMERS STILL PREFER HUMAN INTERACTION
Interest in using apps to purchase or switch insurance has increased, but once a policy is in place, 44% of customers still prefer human interaction, according to the recent Consumer Insights Survey from Duck Creek Technologies. Regardless of the method they use to purchase their
policy, 93% of insureds said they are confident they have the proper coverage for their needs.
The survey saw an increase in the number of insureds who claimed they hadn’t heard from their insurer at all over the course of a year; up from 34% in 2022 to 45% in 2023. And while it could be easy to assume that insureds leaning toward digital insurance shopping
means they prefer to keep contact with their insurer to a minimum, 82% of insureds want to hear about new services from their provider and 75% want to hear about other products at least once a year.
The survey also found that chatbots are an unpopular form of communication in any part of the insurance buying process, and insureds are best served
when offered a range of communication options to suit their individual needs.
ANOTHER MAJOR INSURER IS HALTING NEW POLICY SALES IN CALIFORNIA
On June 2, Allstate formally announced it has stopped issuing new property and casualty insurance policies in California, a move it made months before the announcement. Allstate
6 | 2023 V5 pianational.org | PIA CONNECTION NEWS BRIEF !
joins State Farm General Insurance Company which on May 26 announced it will temporarily stop writing new homeowners’ and certain commercial insurance policies in California. Allstate quietly stopped issuing new policies in California months ago, but didn’t announce the move until June 2.
The announcement by State Farm prompted the California Department of Insurance (CDI) to issue a Consumer Alert, noting that “while the California Department of Insurance cannot legally control a company’s business decision, we can help Californians navigate their options.”
Growing construction costs, which are outpacing general inflation, increasing catastrophe exposure and a difficult reinsurance market were the impetus for the move, according to State Farm. Allstate said in a statement, “The cost to insure new home customers in California is far higher than the price they would pay for policies due to wildfires, higher costs for repairing homes, and higher reinsurance premiums.”
National Association of Professional Insurance Agents
92nd Annual Meeting of the Members of the Association
Wednesday, September 20, 2023
4:00 pm ET
Naples Grande Beach Resort, Naples, FL
AGENDA
President Gerald Hemphill, Presiding
Call to Order
Antitrust Statement
Roll Call & Quorum Report
Approval of September 22, 2022 Minutes
President’s Report – State of the Association
Treasurer’s Report
Chief Executive Officer’s Report
Matters Before the Floor
Ratification of the Acts of the 2022-2023 Administration
Adjournment
MORE PEOPLE ARE SHOPPING FOR AUTO INSURANCE
According to a new LexisNexis Insurance Demand Meter report, more policyholders are shopping around for auto insurance coverage. The report showed that the rate of new policy growth rose 17% in the first quarter of 2023 compared to the first quarter of 2022, and the shopping growth rate increased 10.2% compared to Q4 2022’s 2.8%. Twentyseven percent of drivers aged 66 and up led the way, compared with 21%
of those aged 36 to 65. The biggest growth early in the quarter was seen in the 36 to 45 age group, but older shoppers overtook younger ones in mid-February.
US-U.K. INSURTECH CORRIDOR EXPANDS
Six U.K.-based insurtech businesses have been announced as the newest additions to the InsurTech Corridor program. The initiative is a partnership between the Connecticut Insurance and Financial Services trade association, the Connecticut Insurance Department, the
G. Hemphill
M. Suhr
M. Suhr
G. Hemphill
G. Hemphill
A. Rivera
M. Becker
G. Hemphill
G. Hemphill
G. Hemphill
MetroHartford Alliance, the U.K. Department of Business and Trade, InsurTech UK, and the Connecticut Department of Economic and Community Development.
Since its launch last year, InsurTech Corridor has allowed more than a dozen UK insurtechs to prepare for entry into the US market, test their proofs of concept and products and make connections in the US insurance network. Last month, the program opened to US insurtechs wishing to investigate the U.K. insurance sector.
PIA CONNECTION | pianational.org 2023 V5 | 7
!
NEWS BRIEF
REGULATORY BRIEF
FEDERAL REGULATORY ACTIVITY
THE DEPARTMENT OF LABOR (DOL) WAGE AND Hour Division was expected to issue a Notice of Proposed Rulemaking (NPRM) updating the Fair Labor Standards Act (FLSA) requirement known as the Overtime Rule, which addresses worker eligibility for overtime, this spring. However, the Wage and Hour Division recently announced that it now expects to issue the NPRM in August instead.
The DOL has proposed Overtime Rule updates several times over the past decade or so, but they have not done so since the pandemic-induced labor market disruption began in 2020. Over the past three years, the labor market has changed, but it has not returned to a pre-pandemic version of “normal.” Despite the current state of the economy, the DOL is expected to increase the minimum salary threshold for exempt employees, increasing the pool of employees eligible for overtime pay.
In May, PIA joined a coalition of allies in sending a letter to the Wage and Hour Division requesting that the DOL abandon or postpone its issuance of the NPRM to address the regulations establishing worker eligibility for overtime.
The Wage and Hour Division also announced that the promulgation of its final rule governing the classification of independent contractors (IC) would be delayed until August. The IC rule has been under consideration by the DOL for several years already; a Jan. 2021 final rule crafted during the Trump administration was subsequently delayed and then withdrawn by the Biden administration. In March 2022, a federal court vacated the rule’s delay and withdrawal; the DOL appealed the decision of the court and, in Oct. 2022, the DOL published an NPRM that would have restored the pre-2021 classification structure.
The final IC classification rule is now expected to be issued in August.
STATE REGULATORY ACTIVITY
The National Association of Insurance Commissioners (NAIC) is continuing its work to update the regulatory framework that forms the basis for all 50 states’ insurance consumer data protection regimes. The NAIC’s Privacy Protections Working Group is in the process of consolidating its 1992 Insurance Information and Privacy Protection Model Act (MDL-670) and its Privacy of Consumer Financial and Health Information Regulation (MDL-672, which was developed in response to the 1999 passage of the Gramm-Leach-Bliley Act [GLBA] and its threat of federal oversight), into one new model, to be known as the Insurance Consumer Privacy Protection (ICPP) Model Law (MDL-674).
By Lauren G. Pachman, Esq.
The initial ICPP model draft issued earlier this year was the basis of the discussion during a two-day interim meeting of regulators and interested parties that was held in early June. Participants discussed several complex issues surrounding the draft, including:
· the definition and treatment of third-party service providers;
· the distinction, if any, to be made between third-party service providers related to an insurance transaction, and third-party service providers unrelated to an insurance transaction but with access to consumers’ personal information;
· contracts between licensees and third-party service providers; the definitions of terms like “insurance transactions” and “additional permitted transactions”; licensees’ practices of marketing insurance products to consumers using consumers’ personal information; marketing other products to consumers using consumers’ personal information;
· affiliate marketing; joint marketing agreements;
· joint marketing agreements with non-affiliated third parties;
· the process of obtaining consumer consent to use of their information in marketing (i.e., “opt-in” v. “opt-out” constructs);
· the difference, if any, between marketing an insurance product and a non-insurance product; and
· consumer notices of privacy practices, including required content, frequency of delivery, and methodology of delivery.
The Working Group was expected to vote on a draft at the August NAIC meeting, but that timeframe is likely to slip later into the year.
PIA actively participated in the interim meeting and will continue to collaborate with members of the Working Group to help regulators understand the unique challenges that the model presents to independent agents.
PIA will continue to offer updates on these and other regulatory developments as they become available. For the most updated information, please check out our advocacy blog at www.piaadvocacy.com.
Director
8 | 2023 V5 pianational.org | PIA CONNECTION
Lauren G. Pachman, Esq. is Counsel and
of Regulatory Affairs of PIA National.
CAPITOL HILL UPDATE
By Jon Gentile Vice President, Government Relations PIA National
CONGRESS AGAIN CALLS ON RMA TO REINSTATE CROP INSURANCE INFLATION ADJUSTMENT
THE HOUSE APPROPRIATIONS COMMITTEE held a markup on June 14 during which the Committee considered and passed its fiscal year 2024 (FY 24) Agriculture, Rural Development, Food and Drug Administration and Related Agencies appropriations bill.
Included in the bill’s Agriculture title is report language reiterating Congress’s stance, first articulated in its 2022 yearend omnibus appropriations bill, that the Risk Management Agency (RMA) has the power to reinstate the inflation adjustment for crop agents without reopening the Standard Reinsurance Agreement (SRA).
PIA has been advocating for the inclusion of this language in this year’s appropriations bill since receiving this response from the RMA administrator, which says that, despite the will of Congress as expressed in the 2022 omnibus, the RMA does not plan to reinstate the inflation adjustment on the basis that doing so would require reopening the SRA.
Last fall, PIA and its allies successfully advocated for the inclusion of similar provisions in the omnibus stating the position of Congress, which was that RMA has the legal authority to reinstate the inflation adjustment without renegotiating the SRA. Despite Congress’s conclusion that RMA can restore the inflation adjustment without changing the SRA, RMA continues to insist that it does not have the legal authority to do so.
The report language included in the bill passed in the markup reiterates Congress’s stance that the RMA can reinstate the inflation adjustment for crop agents without reopening the SRA.
While the FY 24 appropriations process has only just begun, the inclusion of this report language in the bill that passed yesterday will provide an important precedent as Congress continues to engage in the FY 24 appropriations process over the next several months.
PIA-BACKED MAIN STREET TAX CERTAINTY ACT REINTRODUCED IN SENATE
On May 18, Senator Steve Daines (R-MT) reintroduced the “Main Street Tax Certainty Act of 2023,” a bill that would make permanent the current 20 percent tax deduction available to some passthrough entities. PIA strongly supports this legisl ation and joined a coalition of business groups in a letter of support for the bill. PIA’s support for the bill was noted in the press release issued the senator’s office.
PIA advocated for the 2017 tax law (Public Law No. 115-97)
to apply to insurance agents because of its more favorable tax treatment of subchapter S corporations, also known as “passthrough” corporations. The law added Section 199A to the tax code, which established a tax deduction for some owners of small businesses, reducing the potential tax burden on insurance agencies that organize as passthroughs. Many PIA member agencies are independent insurance businesses organized as S corporations and benefit from the Section 199A deduction.
Unfortunately, unlike the permanent tax relief provided to entities organized as C corporations via the 2017 law, the passthrough deduction has always been temporary. As a result, eligible PIA members will no longer have access to this tax benefit after December 31, 2025, unless Congress acts. The Main Street Tax Certainty Act will provide predictability in the tax liability of eligible passthrough corporations by ensuring that this tax relief is permanently available.
PIA is also working with allies in the House to have a companion bill reintroduced in that chamber.
PIA-SUPPORTED FIO REPEAL BILL INTRODUCED IN SENATE
On May 18, Senator Ted Cruz (R-TX) reintroduced S. 1694, a bill to abolish the Federal Insurance Office (FIO) of the Department of the Treasury.
The bill will protect the successful state insurance regulatory system by repealing the FIO, an unnecessary federal bureaucracy created by the 2010 Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank). State insurance departments and legislatures are the proper place for the regulation of insurance, and the state insurance regulatory system has served both consumers and the insurance industry well for over one hundred years.
PIA strongly supports our thriving, state-based insurance regulatory system and opposes federal statutory and regulatory action that encroach on and thus threaten it. The existence of the FIO is an unnecessary threat to the state insurance regulatory system, and the survival of that system depends on the repeal of the FIO.
The reintroduction of the bill comes a week after PIA’s 2023 Advocacy Day, where PIA members from around the country urged their elected representatives to support the repeal of the office. An identical House bill was introduced by Rep. Ben Cline (R-VA) on April 27.
Jon Gentile is vice president of government relations of PIA National.
PIA CONNECTION | pianational.org 2023 V5 | 9
THE PIA PARTNERSHIP COMPANY PROFILE
THE PIA PARTNERSHIP IS A GROUP OF CARRIERS FOCUSED on creating tools and programs for independent agents. The carrier council, as it’s also known, has been part of the PIA for 25 years. Partnership members are dedicated to strengthening and growing the independent agency system by talking about important issues, collaborating with PIA leadership and members on the solutions, and providing practical tools, material, and events.
Over the next several issues, we’ll be profiling PIA Partnership members.
www.thepiapartnership.com
GRANT WILLARD CPCU, CIC, CRM Vice President, Strategic Accounts Mercury
Insurance
Grant just joined the Partnership in 2023. He and his team manage Mercury’s national and strategic agency relationships.
Why is your company involved in the Partnership?
Mercury has been committed to the independent agency channel since we were founded back in 1961. Our founder, was himself, an independent agent and we believe strongly in the value that an independent agent provides to both the customer and the carrier. An independent agent occupies a unique position in the insurance distribution system and having a healthy and thriving independent agency system is essential to the insurance marketplace.
I have a lot of opportunities to work with many different agencies, from the large group and network agencies to digital and call center-based agencies. It also allows us to work with agencies across the nation without being limited to a specific state or region. The fact that PIA provides that same level of commitment to a diverse array of independent agencies across the entire country made it a really appealing organization to embrace.
Why do you think it’s important to focus on creating practical tools for agents?
Being an independent agent isn’t getting easier. In fact, I’d say it’s more difficult to operate a successful agency today than at any other time. Not only does an agency owner today need to be an expert at policy language, coverages, and risk management; but they also have to be adept at a myriad of technological tools, digital media, and finance. Helping provide resources on these topics, especially when many may not have the time to dedicate to these areas, pays an immediate dividend in the health and success of these agencies.
How is the PIA Partnership important in driving ways for agents and carriers to work together?
Agencies and carriers exist in the same ecosystem. Issues that impact the health and wellbeing of one have a symbiotic impact on the other. We’re seeing that today with a hard market restricting carrier appetite and making it harder for agencies to place risks. It’s important to have a healthy dialogue about ways we can work together for the health of the industry. But, with tens of thousands of agencies and hundreds of carriers, it can be difficult to sort through the volume of comments and ideas in order to focus on the truly impactful issues. PIA Partnership’s ability to collate the feedback from agents and bring to carriers those items of the greatest importance is key.
10 | 2023 V5 pianational.org | PIA CONNECTION
THE PIA PARTNERSHIP COMPANY PROFILE
THE PIA PARTNERSHIP IS A GROUP OF CARRIERS FOCUSED on creating tools and programs for independent agents. The carrier council, as it’s also known, has been part of the PIA for 25 years. Partnership members are dedicated to strengthening and growing the independent agency system by talking about important issues, collaborating with PIA leadership and members on the solutions, and providing practical tools, material, and events. Over the next several issues, we’ll be profiling PIA Partnership members.
www.thepiapartnership.com
RICHARD SWAIN
Vice President and Chief Marketing Officer
Representative to The PIA Partnership from Hastings Mutual Insurance Company since 2023
Why
are you involved with the PIA Partnership?
Hastings Mutual is committed to the independent agency system. We’ve been around since 1885 and independent agents write 100% of our premium. For us, it’s a mutual investment.
There’s a blend between what we are doing and the PIA Partnership. It’s really been a perfect match, adding a big boost to our efforts. We’re a regional company, and across the US, agents are facing a host of issues. Some are things we’re seeing and others may not be on our radar yet. But it’s really important to us to learn about the experiences across all parts of the country.
I also really enjoy working with the other members of the PIA Partnership. It’s a great group of people with the same goal: identifying ways to bring additional value to our independent agency partners.
How is the PIA Partnership important in driving ways for agents and carriers to work together?
There’s such a strong interdependency between agencies and companies. We’re independent agency-focused, and there’s a critical synergy in our relationships with agents. On top of that, the insurance industry is constantly changing. For example, you might think you have all the issues solved one day, but then you wake up tomorrow and there is another set. It’s important to stay close to critical issues and the PIA Partnership is an important part of that.
This collaboration not only helps inform us about issues we should be thinking about, but enables us to bring ideas that others should be thinking about to the table. There is strength in numbers—everyone doesn’t need to come up with their own solutions when there are ways to address things collectively for a bigger impact. As an industry, that also presents a united—and strong—front to the policy holders.
What are your favorite programs produced by the Partnership?
Winning@Customer Retention is a home run for agencies and companies. Retention is so critical to profitability. Agencies with higher retention are more profitable, and companies are in the same boat. It’s much more efficient to service an existing customer than the effort and costs that go into writing new business. You have to write new business—don’t misunderstand me. But even the loss of a customer can be a learning experience if you have a good followup mechanism to ask ‘what could we have done better?” That’s why I love this program. It offers practical tools and information for agencies of all sizes.
PIA CONNECTION | pianational.org 2023 V5 | 11
Technology can establish and strengthen your agency’s customer relationships – if you have the right people and processes in place. Our 3-part toolkit will help you make the most of today’s digital solutions. You can use it to: assess your virtual readiness; decide which technologies are right for you; calculate ROI on the solutions you choose; apply best practices for maximum results; and learn from other agencies. There’s a big shift taking place in insurance. Visit WinningAtVirtual.com and discover how you can not only get prepared, but win.
Brought to you by The PIA Partnership – PIA’s national carrier council. Partnership companies include:
12 | 2023 V5 pianational.org | PIA CONNECTION © Copyright 2023 National Association of Professional Insurance Agents LEARN MORE AT pianational.org/winningatvirtual
Are you evolving your sales & service for the digital age? Winning@Virtual
THE PIA PARTNERSHIP’S WINNING@VIRTUAL PROGRAM
EVOLVE YOUR SALES & SERVICE WITH WINNING@VIRTUAL, A PIA PARTNERSHIP PROGRAM
Technology can establish and strengthen your agency’s customer relationships – if you have the right people and processes in place.
Our 3-part toolkit will help you make the most of today’s digital solutions. You can use it to: assess your virtual readiness; decide which technologies are right for you; calculate ROI on the solutions you choose; select vendors; apply best practices for maximum results; and learn from other agencies.
Part 1: Technology Stack - Here we’ve selected the top technologies that can have the most impact on your customers’ experience with your agency and grouped them into basic and advanced. Our goal is to help you evaluate which technologies make sense for you and to help you choose vendors that are right for your agency. The basic technologies include voice over IP, email marketing, video conferencing, and live chat. The advanced technologies include social media and search advertising, virtual assistants, collaboration tools, chat bots, and net promoter scores and referrals.
Part 2: Putting it into Practice - This section provides access to ideas and training to make the most of the technology tools you’ve invested in. We’ve created a number of resources for you to improve your skills. From virtual presentations to email marketing to collaborating online, leverage our videos and toolkits to begin mastering these digital tools. And for those who may want more support, there are options for additional training and services.
Part 3: Learning from Agents - Here you’ll find best practices and stories of real agents who are using digital technology to build and grow customer relationships as well as enhance employee communications and engagement. We’ve conducted interviews with agents who are taking advantage of some of the technologies highlighted in Part 1: Technology Stack. Watch their videos and you’ll learn about the benefits they are experiencing, the business results these agencies are realizing, and pitfalls to avoid.
There’s a big shift taking place in insurance. Visit pianational.org/winningatvirtual and discover how you can not only get prepared, but win.
PIA CONNECTION | pianational.org 2023 V5 | 13
HOW INSURANCE PROFESSIONALS CAN GET INTO TROUBLE WITH AI
By Steven A. Morelli
WE HAVE BEEN HEARING ABOUT THE WONDERS that artificial intelligence may bring but we are only starting to understand the problems with using it. While many insurance professionals have started experimenting with AI, there are pitfalls to be wary of.
The tool can give instant answers but it’s the same problem of “garbage in, garbage out” that plagues the internet. Soon after the general public started experimenting with ChatGPT and Microsoft’s version of it, we all learned that AI can be wrong and sometimes downright goofy.
Sam Altman, chief executive of ChatGPT creator OpenAI recently called on Congress to create licensing and safety standards for AI systems. “We understand that people are anxious about how it can change the way we live. We are, too,” Altman told a Senate subcommittee hearing, “If this technology goes wrong, it can go quite wrong.”
NEED FOR AI SYSTEMS AGENCY CITED
He recommended a new agency be created “that licenses any effort above a certain scale of capabilities and could take that license away and ensure compliance with safety standards.”
Users have found that AI is not always reliable.
In the case of New York Times reporter Kevin Roose, Microsoft’s AI-powered Bing chatbot called itself Sydney, said it was in love with Roose and wanted him to leave his wife for the bot.
Monica Minkel found that out when she asked ChatGPT to write a blog post about the risks of using ChatGPT.
“I asked it to write a blog post and cite two sources, which it did,” Minkel said. “It was a very nice blog post and both the sources were not legitimate.”
Minkel followed the URL links to the sources but they were not live pages and she could not verify the information. Minkel, who is vice president and executive risk enterprise leader with the brokerage Holmes Murphy, said the problem is not just that the information is inaccurate, but that the user is liable for propagating that misinformation.
ATTRIBUTION, COPYRIGHTS, TRADEMARKS ALL AT ISSUE
“You have to be very cautious about attribution,” Minkel said, adding that the issues are even bigger than accuracy. “It
may be copying or duplicating content that is copyrighted, trademarked or otherwise protected. You may find yourself plagiarizing information that you didn’t realize you were plagiarizing. And you may find yourself promoting information that is either inaccurate, erroneous or potentially severely biased.”
An article in Harvard Business Review headlined “Generative AI Has an Intellectual Property Problem” explored the issue.
“This process comes with legal risks, including intellectual property infringement,” according to the article. “For example, does copyright, patent, trademark infringement apply to AI creations? Is it clear who owns the content that generative AI platforms create for you, or your customers? Before businesses can embrace the benefits of generative AI, they need to understand the risks — and how to protect themselves.”
The risk is real to those who use the information, according to the authors, Gil Appel, Juliana Neelbauer and David A. Schweidel, who say that courts are applying existing laws to this new technology.
“All this uncertainty presents a slew of challenges for companies that use generative AI,” according to the article. “If a business user is aware that training data might include unlicensed works or that an AI can generate unauthorized derivative works not covered by fair use, a business could be on the hook for willful infringement, which can include damages up to $150,000 for each instance of knowing use. There’s also the risk of accidentally sharing confidential trade secrets or business information by inputting data into generative AI tools.” That last point is an important one for Minkel, who said insurance and financial professionals should be careful of not just what they get out of content generative AI, but also what they put in.
AI ‘MIGHT ABSORB’ TRADE SECRETS
A client’s general counsel asked Minkel’s agency about their own information being misused. “They were concerned about trade secrets and other confidential information that the company had and how AI might absorb that information and then utilize it in a way that was not authorized,” Minkel said.
But it is not just companies that need to protect their trade secrets, insurance and financial professionals also have sensitive information — their clients’ personal data. Say an insurance agent turned to an AI search engine to get a quote for specific coverage for a particular client. That agent could just plug in the details about the coverage and person but no personal details – no problem with that, right? Wrong.
When that agent typed information into that chat box, they
14 | 2023 V5 pianational.org | PIA CONNECTION
NEW STUDY ON THE PSYCHOLOGY OF INSURANCE FRAUD
A RECENT STUDY SHOWS THAT A SIGNIFICANT number of Americans under the age of 44 have a high level of tolerance for insurance fraud. The study reports that nearly all the participants surveyed over the age of 55 view insurance fraud as a crime while only about 75% of those between 25 and 44 consider it a crime.
The Coalition Against Insurance Fraud recently teamed up with Verisk to study the psychology of insurance fraud and the public opinion of the crime. The study analyzes how American consumers view insurance fraud and insurance crime.
It delves into the psychology of insurance fraud to understand the motivations and justification for the crime, derived from in-depth interviews with those convicted of insurance fraud.
Among the findings: A significant number of Americans aged 45 and younger show a high level of tolerance for insurance fraud — even feeling envious of those who commit it.
“This study should sound the alarm for insurers, consumer activists, regulators, and legislators on the state of fraud in America,” said Matthew Smith, Esq., executive director of the Coalition Against Insurance Fraud. “While it’s marginally reassuring that 84% of Americans in the survey consider insurance fraud a crime, the 16% that do not consider it a crime potentially represent more than 53 million Americans.”
The study collected 1,500 responses from consumers matching the demographic standards identified in the 2020 U.S. Census.
Some notable findings in the study: a significant number of Americans under the age of 44 have a high level of tolerance for insurance fraud; over 30% of 25-34-year-olds “definitely would” submit a fraudulent property damage claim; about 27% of those 18-24 would commit workers compensation fraud; and 20% of those 18-24 years old justified insurance fraud because they believe “Insurance companies rip people off, so it’s fair,” according to the survey.
About 96% of those surveyed who are older than 65 consider insurance fraud to be a crime. That number was about 95% for those between the ages of 55-64 and about 88% for those ages 45-54.
“One of the most concerning trends revealed by the study is the increasing acceptance of insurance fraud among younger generations,” the study noted. It found that Americans aged 45 and younger appear far more accepting of insurance fraud. “This is a significant issue for the insurance industry as younger generations represent a growing segment of the market and will play an increasingly important role in the future of the industry.”
“We learned a clear line of demarcation exists in our nation between older and younger Americans in how they perceive insurance fraud,” the study stated.
https://insurancefraud.org/wp-content/uploads/
didn’t see the vast stores of data the AI is mining, enormous pools of data linked with other pools. With more information comes exponential power.
“One of the things that we’ve learned about data that we believe to be confidential is that little bits of data collected from lots of different sources can create attribution back to an individual,” Minkel said. “We may have little bits of data that we think don’t make you identifiable -- your zip code, for example. But if you have my zip code, and you have three other pieces of data, it might be really easy to identify who you are interested in. So, we want to be thoughtful about how we use data in a way that is protective of confidentiality, whether that’s corporate data or personal data.”
Perhaps we should ask ChatGPT about the issue. Here is what the bot had to say about the liability of using its information.
“As an AI language model, ChatGPT is designed to generate
responses based on the input it receives and the patterns it has learned from vast amounts of data. While ChatGPT strives to provide accurate information, it is not infallible and may generate responses that contain errors or inaccuracies,” ChatGPT said. “Ultimately, users are responsible for their own actions and decisions, and it is their responsibility to verify the accuracy of any information they use or act upon, whether obtained from ChatGPT or any other source. It is important for users to exercise critical thinking and not rely solely on the information provided by ChatGPT or any other AI system.”
Steven A. Morelli is a contributing editor for InsuranceNewsNet. He has more than 25 years of experience as a reporter and editor for newspapers and magazines. Steve can be reached at stevenamorelli@gmail.com. This article was published in InsuranceNewsNet and is reprinted by permission.
https://insurancenewsnet.com/innarticle/ how-insurance-professionals-can-get-into-trouble-with-ai
PIA CONNECTION | pianational.org 2023 V5 | 15
Who Commits Insurance Fraud and Why
WHO_ME_STUDY_REPORT.pdf
YOUR PIA MEMBER BENEFITS
BUSINESS-BUILDING TOOLS
✦ DISABILITY INSURANCE. With instant quotes, an online application process, and case management done for you, Breeze makes it easy to earn competitive commissions and grow revenue by offering top-rated disability insurance to clients. pianational.org/breeze
✦ HARTFORD FLOOD INSURANCE. PIA’s endorsed flood provider since 2004. Dedicated local sales directors and book transfer/rollover team plus great commissions for PIA members. Call (860) 547-5006. pianational.org/hartford
PIA MEMBER REIMBURSEMENT PROGRAM: Receive reimbursements on PIA marketing and PIA Partnership programs (up to $250 per program, for a total of up to $500). pianational.org/moneyformembers
✦ PIA DMV: PIA’S DIRECT MARKETING VAULT. Targeted direct mail and digital advertising campaigns. Turn-key yet highly customizable. pianational.org/dmv
✦ MARKETING SUPPORT FOR PIA MEMBERS. Print ads, radio commercials, consumer-oriented flyers and social media support for PIA members. Plus a guide with tips from industry experts. pianational.org/marketingsupport
✦ PIA MARKET ACCESS. Access to over 50 national and specialty carriers, real-time online rating, ownership of your book and no exit fees for a low monthly rate. pianational.org/marketaccess
✦ AVYST EFORMS WIZARD. Quickly and easily prepare ACORD, agency-specific, and carrier-unique applications and forms, entering data only once in an organized interview format. Get to market faster! pianational.org/avyst
✦ ROUGH NOTES - ADVANTAGE PLUS. Helps identify risk exposures and provides detailed coverage analysis for C/L and P/L. Save $200/year with PIA member discount. pianational.org/roughnotes
INSURANCE PRODUCTS
✦ E&O INSURANCE. With access to admitted and non-admitted markets with differing appetites chances are we can find the coverage and price that’s right for you. pianational.org/eando
✦ PIA AGENTS UMBRELLA PROGRAM. Excess insurance protection includes E&O and business liability coverage, with available endorsements for EPL and personal coverage. pianational.org/umbrella
✦ CYBER LIABILITY INSURANCE. Coverage and pricing tailored to small and mid-sized businesses. pianational.org/cyberinsurance
TOOLS FROM THE PIA PARTNERSHIP, PIA’S COMPANY COUNCIL
✦ WINNING@CUSTOMER RETENTION. Designed to help you improve customer service and retention with resources to track client retention rates, segment, and communicate with your customers. pianational.org/customerretention
✦ WINNING@CYBERSECURITY DEFENSE. An action oriented educational resource created to teach you and your clients about the most common cyber dangers faced by small and mid-sized businesses as well as the best business practices and insurance coverages that can reduce these risks. pianational.org/cybersecurity
✦ WINNING@VIRTUAL. Your guide to evolving your sales and service in a digital world. pianational.org/winningatvirtual
✦ READY FOR EVERYTHING. The online crisis resource hub for insurance agents. pianational.org/readyforeverything
✦ WINNING@TALENT. Your guide to hiring, motivating and retaining the best agency employees. pianational.org/winningattalent
✦ AGENCY JOURNEY MAPPING. Value your agency, maximize your retirement income, and plan for unexpected death/disability while creating a perpetuation plan for your agency. pianational.org/agencyjourneymapping
✦ SMALL COMMERCIAL and the DIGITAL OPPORTUNITY. A variety of resources that help agents increase their digital capabilities and improve the digital experience for their customers. pianational.org/voiceofthecustomer
✦ CLASSIC PIA PARTNERSHIP PROGRAMS: Less recent (but still relevant) programs including Reaching Gen Y, Closing the Gap, Agency Touchpoints and Practical Guide to Succession Planning. pianational.org/classicprograms
AGENCY MANAGEMENT TOOLS
✦ ASCEND. Simplifying payment to increase customer retention and team efficiency - improving your agency’s bottom line. pianational.org/ascend
✦ PROPELLER. The completely automated way to sell surety bonds. pianational.org/propeller
✦ PIA 401(K). The PIA 401(k) plan has you covered by performing over 90% of administrative tasks and becoming your
retirement department support team. pianational.org/401k
✦ PIA BLUEPRINT FOR AGENCY SUCCESS. A 3-part resource guide for business planning, growth strategies, and agency continuity. pianational.org/blueprint
✦ ACORD FORMS END USER LICENSES. Available for free to qualifying PIA members who access ACORD forms through agency management systems and other authorized distributors. Plus PIA member discounts on the ACORD Advantage Plus Program. pianational.org/acord
✦ AGENCY AGREEMENT REVIEW SERVICE. Free to members and carriers, PIA recommends changes to carriers and highlights concerns for members. pianational.org/agreementreview
EMPLOYEE PROFILING. Hire the right people with skills and personality testing from OMNIA. pianational.org/omnia
✦ HIRE WITH IDEALTRAITS. The comprehensive, go-to hiring tool for agencies looking to hire top performers. pianational.org/idealtraits
✦ THE AGENT EXPERIENCE. Practical information and resources to help you develop and grow customer relationships online. pianational.org/agentexperience
EDUCATION
✦ TOP TIER EDUCATION. PIA members have access to and receive discounts on prelicensing courses, designation classes, and continuing education courses.
LEGISLATIVE & REGULATORY OUTREACH
✦ PIA ADVOCACY BLOG. Timely updates about what’s happening on Capitol Hill and on state and federal regulatory issues. PIAAdvocacy.com.
✦ GRASSROOTS ALERTS. Send pre-written, fully-editable letters directly to your elected officials. pianational.org/grassroots
✦ PIA ADVOCACY DAY. Every spring, PIA members visit Capitol Hill to talk with their elected representatives about issues that are important to independent insurance agents. pianational.org/advocacyday
✦ PIA POLITICAL ACTION COMMITTEE (PIAPAC). PIAPAC contributes to the campaigns of candidates to federal office who share our pro-insurance, pro-business perspective and who support our issues. pianational.org/piapac
16 | 2023 V5 pianational.org | PIA CONNECTION
Learn more about these PIA member benefits at pianational.org.
boR e r t ’spic k M ledaie n e ’spic k
PIA MEMBER BENEFIT SPOTLIGHT
PIA HARTFORD FLOOD INSURANCE
According to The Hartford, 20% of flood claims come from properties beyond high-risk flood zones. Are your clients aware of the risks they face? Unfortunately, many customers believe that floods are covered by their homeowner’s insurance or commercial lines property policies. Other customers believe that a flood could never happen where they live or do business or that the government will aid in their time of need. The misconceptions of flood insurance can provide you with the opportunity to have informative discussions with your insureds before the next hurricane.
The Hartford provides agents with extraordinary customer service, especially when helping agents rollover their flood book. In addition to being a leading carrier for FEMA’s National Flood Insurance Program, The Hartford has been PIA’s nationally endorsed flood provider since 2004. During that time, they have proven to be a great partner to PIA members from coast-to-coast.
They offer PIA members preferred commission rates for new, renewal and transfer business as well as dedicated flood
marketing representatives to aid. The Hartford provides a host of new tools to their flood agents as well as an improved transfer program sure to increase revenue to participating agents.
As part of PIA’s ongoing partnership with The Hartford’s flood insurance program, PIA members have access to monthly eNewsletter’s produced by The Hartford for its flood insurance agents. PIA members visiting PIA’s Flood Insurance Marketing Support Center can download flyers to help their personal lines and commercial lines clients prepare for floods, deal with the aftermath of flooding, and prepare for a visit by an adjuster. The Hartford also provides a vast library of marketing materials to help your agency market flood insurance effectively.
The Hartford Flood program is available to PIA members and their policyholders in all 50 states, the District of Columbia and Puerto Rico. LEARN
PIA CONNECTION | pianational.org 2023 V5 | 17 PIA Connection Marketplace rates: $95/issue for 10 issues; $120/issue for 5 issues. To learn more and get a contract, or to inquire about display advertising, please contact Robert Holt at rholt@pianational.org or 703-518-1353. www.auw.com PIA CONNECTION MARKETPLACE
SBP_PIAnewsletter_010619.indd 1 1/6/20 5:17 PM Learn more at primeis.com Contact us at 1.800.257.5590 or info@primeis.com For latest ratings, access www.ambest.com Become an agent at REInsurePro.com/PIAMarketplace Give Real Estate Investors Coverage That’s Exactly Right. PIAMarketAccess.com AGENCY E&O Contact your local PIA E&O producer today! WWW.PIANATIONAL.ORG/EANDO
THIS MEMBER BENEFIT
PIANATIONAL.ORG/HARTFORDFLOOD
MORE ABOUT
AT:
PIA AFFILIATES
ALABAMA
PIA Southern Alliance, 3805 Crestwood Pkwy NW #140, Duluth, GA 30096 | PHONE: (770) 9217585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com
ARKANSAS
PIA of Arkansas Inc. 102 Country Club Parkway, Suite 201, Maumelle, AR 72113
PHONE: (501) 225-1645 | e-mail: staci@piaar.com | Web Site: www.piaar.com
CA/NV/AZ/NM
PIA Western Alliance, 3205 Northeast 78th St #104, Vancouver, WA 98665 | PHONE: (888) 2464466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com
COLORADO
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
CONNECTICUT
PIA of Connecticut, P.O. Box 997, Glenmont, NY 12077-0997 | PHONE: (800) 424-4244
FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org
DELAWARE
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
FLORIDA
PIA of Florida, Inc., 419 N. Lee Street, Alexandria, VA 22314-2353 | PHONE: (850) 893-8245
FAX: (703) 549-5190 | e-mail: piafl@piafl.org | Web Site: www.piafl.org
GEORGIA
PIA Southern Alliance, 3805 Crestwood Pkwy NW #140, Duluth, GA 30096 | PHONE: (770) 921-
7585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com
HAWAII
PIA of Hawaii, 1247 Kelewina St. Kailua, HI 96734 | PHONE: (808) 261-9460 | FAX: (808) 2625355 | e-mail: piahi@hawaiiantel.net | Web Site: www.piahawaii.com
ILLINOIS
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
INDIANA
PIA of Indiana, 50 E. 91 Street Ste. 207 Indianapolis, IN 46240 | PHONE: (317) 899-9200
FAX: (317) 493-0408 | e-mail: info@piaindiana.com | Web Site: www.piaindiana.com
KANSAS
Kansas Association of Professional Insurance Agents, 5200 SW Huntoon Street, Ste B Topeka KS 66604 | PHONE: (785) 232-4143 | FAX: (785) 232-0272
e-mail: trina@kansaspia.org | Web Site: www.kansaspia.org
KENTUCKY
PIA of Kentucky, 107 Consumer Lane, Frankfort, KY 40601 | PHONE: (502) 875-3888
FAX: (502) 227-0839 | e-mail: clemay@piaky.org | Web Site: www.piaky.org
LOUISIANA
PIA of Louisiana Inc. 4021 W. E. Heck Ct., Building K, Baton Rouge, LA 70816 | PHONE: (225) 7667770 | (800) 349-3434 LA only | FAX: (225) 766-1601 | e-mail: jody@piaoflouisiana.com
Web Site: www.piaoflouisiana.com
MAINE
Maine Insurance Agents Association 17 Carriage Lane, Hallowell, ME 04347 | PHONE: (207) 6231875 | FAX: (207) 626-0275 | e-mail: lisa@maineagents.net | Web Site: www.maineagents.net
MARYLAND
Insurance Agents & Brokers of Maryland, 650 Wilson Lane, Suite 200, Mechanicsburg, PA 170554440 | PHONE: (717) 795-9100 | FAX: (717) 795-8347 | e-mail: iab@iabforme.com
Web Site: www.iabforme.com
MASSACHUSETTS
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
MICHIGAN
Michigan PIA, P.O. Box 99579 Troy, Michigan, 48099 | PHONE: (616) 454-4461
FAX: (616) 454-4491 | e-mail: inquiry@mipia.com | Web Site: www.mipia.com
MINNESOTA
PIA of Minnesota, 8646 Eagle Creek Circle, Suite 202, Savage, MN 55378 | PHONE: (866) 6947070 | FAX: (866) 749-8678 | e-mail: info@piamn.com | Web Site: www.piamn.com
MISSISSIPPI
PIA Southern Alliance, 3805 Crestwood Pkwy. NW, Ste. 140, Duluth, GA 30096 | PHONE: (770) 921-7585 | FAX: (770) 921-7590 | e-mail: info@piasouth.com | Web Site: piasouth.com
MISSOURI
Missouri Association of Insurance Agents, 3315 Emerald Lane, Jefferson City, MO 65109-6878
PHONE: 573-893-4301 | FAX: 573-893-3708 | e-mail: mbarton@moagent.org
Web Site: www.moagent.org
MONTANA
PIA Western Alliance, 3205 NE 78th St Ste 104, Vancouver, WA 98665-0697 | PHONE: (888) 2464466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com
NEBRASKA/IOWA
PIA of Nebraska/Iowa, 11932 Arbor Street, Ste. 100, Omaha NE 68144 | PHONE: (402) 392-1611
FAX: (402) 392-2228 | e-mail: cathy@pianeia.com | Web Site: www.pianeia.com
NEW HAMPSHIRE
PIA of New Hampshire, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244
FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org
NEW JERSEY
PIA New Jersey, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 | FAX: (518)
434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org
NEW YORK
PIA New York, P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244 | FAX: (518)
434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org
NORTH CAROLINA
PIANC, 1059 Technology Park Dr, Glen Allen, VA 23059 | PHONE: (804) 264-2582
e-mail: kevin@pianc.net | Web Site: www.pianc.net
NORTH DAKOTA
PIA of North Dakota, 827 28th Street South, Suite C-2, Fargo, ND 58103 | PHONE: (701) 223-5025 (800) 733-1050 ND&MN only | FAX: (701) 223-9456 | e-mail: info@piand.com
Web Site: www.piand.com
OHIO
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | email: membership@pianational.org
Web Site: www.pianational.org
OKLAHOMA
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
OREGON/IDAHO
PIA Western Alliance 3205 Northeast 78th Street, #104, Vancouver, WA 98665 | PHONE: (888) 246-4466 | FAX: (360) 571-7600 | e-mail: piawest@piawest.com | Web Site: www.piawest.com
PENNSYLVANIA
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
PUERTO RICO & CARIBBEAN
PIA of Puerto Rico and the Caribbean Inc | 419 N. Lee Street, Alexandria, VA 22314
PHONE: 800-742-6900 | FAX: 703-836-1279 | e-mail: membership@pianational.org
Web Site: www.piapuertorico.org
RHODE ISLAND
PHONE: (703) 836-9340 | FAX: (703) 836-1279
e-mail: membership@pianational.org | Web Site: www.pianational.org
SOUTH CAROLINA
PIA of South Carolina, PO Box 6167, Columbia, SC 29260 | PHONE: (803) 772-0557 | (888) 7426372 | FAX: (803) 772-0846 | e-mail: PIASC@piasc.net | Web Site: www.piasc.net
SOUTH DAKOTA
PHONE: (703) 836-9340 | FAX: (703) 836-1279 | e-mail: membership@pianational.org
Web Site: www.pianational.org
TENNESSEE
PIA of Tennessee Inc 504 Autumn Springs Court Suite A-3, Franklin, TN 37067 | PHONE: (615) 771-1177 | FAX: (615) 771-3456 | e-mail: piatn@piatn.com | Web Site: www.piatn.com
TEXAS
PIA of Texas 5605 N. MacArthur Blvd. Suite 1000, Irving, TX 75038 | PHONE: (972) 862-3333 | FAX: (972) 307-7888 | e-mail: vicki@piatx.org | Web Site: www.piatx.org
UTAH Utah Association of Independent Insurance Agents | 4885 S. 900 E., Suite 302, Salt Lake City, UT 84117 | PHONE: (801) 269-1200 | FAX: (801) 269-1265 | e-mail: mattchild@uaiia.org Web Site: www.uaiia.org
VERMONT
PIA of Vermont | P.O. Box 997, Glenmont NY 12077-0997 | PHONE: (800) 424-4244
FAX: (518) 434-2342 | e-mail: pia@pia.org | Web Site: www.pia.org
VIRGINIA/DC
PIA Assn of Virginia & DC 1059 Technology Park Dr, Glen Allen, VA 23059 | PHONE: (804) 2642582 | FAX: (804) 266-1075 | e-mail: kevin@piavadc.com | Web Site: www.piavadc.com
WASHINGTON/ALASKA
PIA Western Alliance 3205 Northeast 78th Street, #104, Vancouver, WA 98665
PHONE: (360) 571-7100 | FAX: (360) 571-7600
e-mail: piawest@piawest.com | Web Site: www.piawest.com
WEST VIRGINIA
PHONE: (703) 836-9340 | FAX: (703) 836-1279
e-mail: membership@pianational.org | Web Site: www.pianational.org
WISCONSIN
PIA of Wisconsin, Inc., 725 Heartland Trl Ste 108, Madison, WI 53717-1976 | PHONE: (608) 274-8188 | (800) 261-7429 | FAX: (608) 274-8195 | e-mail: phanson@piaw.org | Web Site: www.piaw.org
WYOMING Assoc. of Wyoming Ins. Agents, PO Box 1321, Cheyenne, WY 82003 | PHONE: (307) 201-4801
FAX: (775) 796-3122 | e-mail: awia@vcn.com | Web Site: www.awia.com
THE PIA NATIONAL AWARDS – HONORING THE BEST
JESSICA HURT NAMED 2023 CUSTOMER SERVICE REPRESENTATIVE OF THE YEAR
Jessica Hurt of the WiglesworthRindom Insurance Agency of Stuart, Florida has been named the 2023 National Customer Service Representative (CSR) of the Year by the National Association of Professional Insurance Agents (PIA).
The PIA National CSR of the Year award is given annually to an outstanding customer service representative who works for a PIA member insurance agency. Nominations for this award are made by PIA members. The award recognizes a CSR who has improved operations of the agency, served their clients in a unique or extraordinary way, and engaged in community involvement and activities to advance the betterment of the insurance industry.
Jessica is responsible for the training of all the agency’s new Customer Service Representatives (CSRs) and embodies the values of the agency and its mission. Her colleagues say she’s a true Risk Manager, helping clients see insurance as a part of their financial portfolio and not just a commodity where the cheapest is the best.
An active member of the community, Jessica supports Doctors Without Borders, World Wildlife Fund and St. Jude’s Children’s Research Hospital.
SHANNON S. SPRINGER 2023 YOUNG INSURANCE PROFESSIONAL OF THE YEAR
Shannon S. Springer, vice president and Chief Financial Officer (CFO) of Springer Insurance of Midlothian, Virginia has been named the 2023 National Young Insurance Professional (YIP) of the Year by the National Association of Professional Insurance Agents (PIA).
The PIA National Young Insurance Professional of the Year award recognizes outstanding achievement by a young insurance professional. It was sponsored for the 18th year in a row by The Rough Notes Company.
Shannon and her husband Nick have a growing agency with 3 locations in central Virginia and another one being established in Texas. They were second generation Nationwide agents (Nick’s mother started the agency); when Nationwide went thru their changes, the Springer Agency became an independent. One of the first things they did as an independent agent was join PIA of Virginia & DC.
“Shannon always projects a positive energy,” said Kevin Kowar, Association Executive with PIA of Virginia & DC. “She is always willing to help and contribute. She’s a true professional and represents her agency and the PIA in the most positive light.”
PIA NATIONAL NAMES MANUEL FONT ORONOZ 2023 PROFESSIONAL AGENT OF THE YEAR
Manuel Font Oronoz, President of Font Insurance of San Juan, Puerto Rico, has been named the 2023 Professional Agent of the Year by the National Association of Professional Insurance Agents (PIA).
“This award is PIA’s highest honor,” said PIA National President Gerald F. Hemphill, chair of the awards task force. “We send congratulations to Manuel Font for this well-deserved honor.”
Font Insurance is one of the leading insurance producer firms in Puerto Rico with over 40 years of experience in the practice of risk management and consulting services. In 2022, Manuel was elected President of PIA of Puerto Rico and the Caribbean. The firm is in the top 10 P&C brokers locally. In 2022 he was one of the “40 under 40” executives named by the newspaper Caribbean Business highlighting 40 distinguished executives under the age of 40 from different industries.
Manuel has encouraged staff education by funding seminars, workshops and continuing education courses. And to motivate employees to continue studying, the agency offers an incentive bonus to those who complete an insurance designation. In addition, employees at all levels regularly receive training on the latest insurance products and services available on the market.
PIA CONNECTION | pianational.org 2023 V5 | 19
AGENTS OF Infinite Possibilities
All the products you need to protect your customers
As an agent, the more you have to offer, the more opportunities you have to customize coverage for your customers. That’s why we equip you with a full suite of products—including auto, home, motorcycle, boat, RV, and more—so you can give your customers peace of mind knowing that whatever they need, you’ve got it covered.
Plus, as a Progressive agent, you have access to our industry-leading commercial coverage to round out your offerings and meet all your customers’ needs.
TO LEARN MORE
Search for us online at Agents of Progressive, Progressive Connect, or Progressive Appointment.
21A00108.IP01 (06/21)